Switchvox Admin Basics
Contents
1. Business Hours Outside Busi ness Hours and Weekends Only You can modify or delete these time frames or cre ate new ones IMPORTANT A time frame is considered valid when the current date and time match any one of a time frame s conditions Not all of the con ditions in the time frame have to match the current date and time Time frames consist of Time Frame Conditions The time frame itself is considered valid when any of its conditions are met To modify a Time Frame with Conditions 1 From Tools gt PBX Features gt Time Frames click Create Time Frame Condi tions 2 Enter a Date Range Day of the Week Range or a Time Range or any combina tion Continue adding conditions until you have completed the Time Frame definition Switchvox Admin Basics 22 Call Queue Extensions Call Queue Extensions Queue Setup Queue Members A Call Queue Extension lets an incoming call ring a group of extensions so any one of those extensions can pick up the call There are many things you can do with the Call Queue Extensions tool but all you really need is Queue Setup and Queue Members The Queue Setup settings determine the basic information about the queue 1 Go to Setup gt Extensions gt Manage 2 Click Create Extension 3 Select Call Queue Queue Extension Enter a unique number for this extension For information about the extension number length see the online help in the Switchvox Admin Tools Web Suite2. Extension Settings Queue Name Enter the name of the queue e g Sales or Customer Service Ringing Strategy Select one of the following strategies e Ring All Ring all queue members simultaneously until someone answers e Round Robin Take turns ringing each queue member evenly as calls come into the queue e Least Recently Called Ring the queue member for whom the most time has passed since taking his last call e Fewest Calls Ring queue member who has taken the fewest calls in the queue e Random Randomly ring queue members e Jn Order Ring queue members in order always starting with the first member in the list Queue Members are extensions that can log into the queue and receive calls from the queue Only phone extensions are valid queue members Permanent members are per manently logged in so they can always receive calls to the queue This collector box lets you find and collect extensions or groups that belong in this queue To put an extension or group into the collection e Type a name or extension number into the text field As you type Switchvox offers suggestions of matching extensions e Click the Find icon to display the extensions available in Switchvox You can sort this view by the column headers If you are working with phone type extensions you can expand the window to show an extension s profile e To mark an extension or group as Permanent or Login select them and click the appropriate icon
3. Settings gt Select Network option 6 or under Menu gt Preferences gt Select Network option 4 This tools lets you select the spe cific Phone Network you want the phone to use to get on the network and find Switch VOX Switchvox Admin Basics 17 Contacts Internal Directory Contacts Tech Support This is found under Settings gt Tech Support or under Menu gt Admin Settings gt Tech Support The Tech Support tool allows Digium to access your phone to help diagnose a prob lem via a VPN connection IMPORTANT Do not use this tools unless it is at the request of a Digium Technical Support representative Network Utilities This is found under Settings gt Tech Support gt Network Utili ties or under Menu gt Admin Settings gt System Tools gt Tech Support gt Network Utilities These tools help you diagnose network issues e Ping Tests the reachability of a host on the Internet e Traceroute Displays the route path and measures transit delays of packets across the net work e NSlookup Queries the domain name system to obtain the domain name or IP address map ping or for any other specific DNS record e List mDNS Services Lists the devices broadcasting mDNS that the phone can see on the network The Contacts page Tools gt Extension Features gt Contacts controls a set of con tacts that are put on each Digium Phone and that Switchvox uses in various directory areas Users can also c
4. Switchvox uses them TCP UDP Port s Switchvox Use UDP 5060 SIP signaling port for phones outside your network UDP 5062 SIP signaling port for phones for configura tion communications UDP 10000 20000 RTP audio ports for phones outside your network SIP UDP 4000 4999 UDPTL ports for T 38 faxing over SIP IAX UDP 4569 IAX Signalling Port needed for communi cating with IAX provider TCP 80 HTTP port for remote web voicemail access TCP 443 HTTPS port for remote web admin access TCP 5222 amp 843 SMB Systems Only ports for using the Switchboard remotely TCP 5269 SMB Systems Only port for remote XMPP Jabber chat access Extensible Messaging and Presence Protocol UDP 1194 Must be open to outgoing traffic Switchvox Admin Basics System Basics Registering Updating Backups After the hardware and network setup is complete you need to register your Switch vox system and know how to update the Switchvox system software and manage backups This chapter describes these basic functions Registering Registration is usually completed when Switchvox is first installed If this is the case this page displays the first few characters of your Registration Code You need these numbers if you call Switchvox Tech Support If you have not yet registered Switch vox use the Switchvox Admin Web Suite to do so Updating To ensure you have the most current version of Switchvox use the Update tool before doing anything el
5. e Presses the Conference key or softkey on the Digium phone This places the main call on hold e Dials a third party s number e Presses Conference again to connect all 3 parties The Switchvox Administrator can set up a simple conference extension then any Switchvox user can call that extension to join the conference The Switchvox Administrator can set up a Meet Me Conference extension Then each phone user has his or her own conference room number so coworkers and cus tomers can join him her in that conference Switchvox Admin Basics 27 Voicemail Administration To manage a Conference Room go to Features gt Conference Room in the Web Users Suite Voicemail Administration Voicemail Routing Custom Voicemail Message Length There is a set of options for your voicemail system in the Admin Tools Suite Go to Tools gt Voicemail During a user s voicemail greeting callers may push the key to log into the cur rent voicemail box e Check the box if you want this to be true e When the caller presses he or she is prompted for a password During a user s voicemail greeting callers may push the 0 key to exit and be for warded to extension e Enter an extension if you want this to be true e Click the people icon to select from a list of extensions e When the caller pushes 0 he or she has the option to accept and save his her recording before being transferred to the ext
6. particular extension By default Switchvox creates a DID route the callback extension for each interface as they are created i e each provider has a tule You can add new rules that allow for specialized routing based on information sent by the provider or deduced from the channel group To create a new DID route click Create Single DID Route or Create Ranged DID Route A Single DID Route always routes calls to a single specific extension A Ranged DID Route derives the correct extension number from the DID You can put all of the DID Routes in order to ensure that call reach the correct exten sion Caller ID Rules You can create modify prioritize and delete incoming call rules that apply to the extensions on Switchvox Incoming call rules let you perform actions on calls based on who is calling you These rules are system wide and happen before any of the extensions call rules are triggered Switchvox Admin Basics 21 Customer Service Basics Using Time Frames Call Queue Extensions IVR Conference Calls Voicemail Administration This chapter describes the basic customer service tools including Time Frames Call Queue Extensions IVR conference calls and voicemail administration Using Time Frames Switchvox can operate differently based on the date day and time You can set up IVR Menus and Call Rules to check the Time Frames and then act accordingly There are several predefined time frames you can use
7. D by adding and prepending numbers to the extension For example if you have an exten sion block from 100 to 200 and a DID block of 800 555 1200 800 555 1300 you would use the following ranged rule When an extension is in the range from 100 to 200 and is making an outgoing call through rule Any Outgoing Rule change their caller id to a number derived by adding 100 to their extension and prepending 8005551 NOTE Not all VoIP providers support this feature and some VoIP pro viders do not work properly with altered Caller IDs Also it is not possi ble to set Caller ID on regular analog phone lines Outgoing Call Diagnostics Outgoing Call Diagnostics can be used to determine which Outgoing Call Rule is being used and why If you set Enable Diagnostics to YES diagnostic information is read over the phone to all callers from all extensions When using the Diagnostic mode make sure the number you are dialing matches the pattern for the rule If the pattern does not match your outgoing call will not be con nected using that rule If the number you have dialed does match the pattern for the tule make sure the extension you are placing the call from has permission to call through that rule see the online help in the Switchvox Admin Tool Web Suite for Outgoing Call Rules The Incoming Calls tools let you manage incoming call rules and routes DID Routes A DID Route maps numbers coming in on a particular Provider or Channel Group to a
8. Pg digium Switchvox Administrator Basics 9 7 digium Switchvox Switchvox Admin Basics Switchvox SMB version 5 7 2012 13 Digium Inc All rights reserved This document is the sole property of Digium Inc It contains proprietary information of Digium Digium reserves the right to make changes to the specifications described herein at any time and without notice in order to improve design or reliability of the product The information in this document has been carefully checked for accuracy however Digium makes no warranty pertaining to the correctness of this document All product and company names are trademarks or registered trademarks of their respective holders 613 00015 B Contents Overview 4 1 Switchvox Installation amp Networking 5 Switchvox Server Setup 5 Switchvox Server Network Information 5 Digium Phone Network Information 7 Network Management 7 2 System Basics 10 Registering 10 Updating 10 Backups 12 3 Phones and Calling 14 Managing Phone Extensions 14 Using Digium Phones 16 Contacts 18 Call Routing 19 4 Customer Service Basics 22 Using Time Frames 22 Call Queue Extensions 23 IVR Basics 24 Conference Calls 27 Voicemail Administration 28 Getting Started Basics Overview Getting started Basic information for administrators Cross references to detailed information in other documents and to the online help found in the Switchvox Admin Tools Web Suite The combinati
9. So it is unlikely you will need to modify the default phone networks or to create additional phone networks These default entries are automatically updated so that Host Address is the same as Switchvox s internal and external IP addresses those are managed in IP Configuration The Select Network tool on your phone lists all the phone networks and lets you select which one to use See Phone Tools page 17 for more on this Creating Phone To create or modify a phone network go to Server gt Networking gt Phone Networks Networks See the Switchvox Admin Reference Manual Phone Networks page 122 Troubleshooting You can use the tools on the phone to help troubleshoot network issues See Phone Network Issues Tools page 17 Finding If your Phone Networks are not set up correctly in Switchvox or the phone was never Switchvox plugged into a network local to Switchvox the phone may not be able to find Switchvox In that situation you can manually direct the phone to Switchvox by pressing the phone s Settings softkey and doing the following 1 Select Digium Configuration Server 2 Enter the IP address or hostname of your Switchvox and a port number most likely 5060 After the phone finds Switchvox and gets its configuration you can make calls Network Management You can use basic routers such as Linksys Netgear or D Link home models If you are considering a more complex network check your business requir
10. The order of members in the list is important For example if Round Robin is the ring strategy it calls the member in the first position then the second and so on If In Order is the ring strategy it always tries to call the members in order starting with the Switchvox Admin Basics 23 IVR Basics Sounds IVR Basics first member If you have an extension group in the queue the group s order is used Any non phone extensions in a group are ignored To put items in the right order select the items you want to move then click the Up Top Down or Bottom button To select multiple items in the collection e Control click to select two or more items that aren t together in order e Click an item then Shift click another item to select both items and all items between them e To delete an item from the collection select it and click the Delete icon This section gives an example of how to create an IVR that covers the basic functions most companies need This example IVR has the following actions e Answer the main line with a recorded greeting e Ifit is after business hours tell callers the normal business hours e Tell callers that if they know their party s extension they can dial it at any time This is considered the beginning of the main IVR so if we send callers back to the beginning of the menu we don t force them to listen to our greeting each time e Offer callers an option to use the company dir
11. atch that template and you don t have to do all of that work again Extension settings can always be changed If you have a special case you can create the extension with a template then modify the extension to change one or two set tings For example you might want all international sales staff to have a similar setup a SIP phone with outgoing international calling enabled Switchvox Mobile enabled and membership in the Extension Group Intl Sales which happens to have membership in the Intl Sales Call Queue You can use a template to create all of the international staff extensions which saves you time and ensures consistency Bulk Modify allows you to modify settings for a set of extensions all at the same time e Go to Setup gt Extensions gt Manage and click Bulk Modify Extensions e Add the extensions you want to modify to the Extensions collection box e Select the Phone Extension Field you want to modify then select a setting within that type e Specify the value e Click Next e Review the Modifications you entered You can edit them or delete them e If acceptable click Save Modifications The Extension Permission feature allows one extension to have access to another extension to do the following Switchvox Admin Basics 15 Using Digium Phones e View calls This includes seeing the incoming caller ID for the target s call e Record calls These recordings are kept in the recorder s mailbox e Monit
12. cess page 8 e Make sure the Phone Assignment has the correct extension and MAC address e Make sure Phone Networks contains the network information for the phone This is most likely covered by the All Networks settings and should not require changes e Plug the phone into your local network e Wait until the phone obtains its configuration from Switchvox e Make a test call to be sure the phone is configured correctly e Unplug the phone and send it to your employee e After the employee plugs the phone in and the idle screen displays the date and time the phone is ready to make calls Restart This is found under Settings gt Restart or under Menu gt Advanced gt Restart Restart uses the configuration information already available on the phone The phone asks you to confirm the restart Reconfigure This is found under Menu gt Advanced gt Reconfigure Reconfigure begins the configuration process again and reconfigures the phone This process does not remove the current configuration until the new configuration is obtained Reset to Factory Defaults This is found under Settings gt Reset to Factory Defaults or under Menu gt Advanced gt Reset to Factory Defaults Reset to Factory Defaults clears all configuration information in the phone and starts over CAUTION This tool removes all existing lines SIP Accounts and contacts as well as configuration information Select Network This is found under
13. ectory e Offer callers an option to hear a recorded service announcement e Ifitis after business hours offer callers the option to leave a message e Ifit is during business hours offer callers the option to speak to a Customer Ser vice representative NOTE If possible use option numbers that do not start with the same digit that your extensions start with For more information about creating advanced IVRs see the online help in the online help in the Switchvox Admin Tools Web Suite for descriptions of each IVR action you can use and the website for use cases and how to use the actions to accomplish your goals The Sound Manager lets you create upload modify and delete all of the sounds in Switchvox other than Music On Hold It also lets you organize your sounds in folders and manage the same sounds that are in different languages Sounds can be uploaded from your computer or recorded over any phone connected to Switchvox Use the main page of the Sound Manager to see and manage your sounds 1 Go to Tools gt Media gt Sound Manager 2 Click Create and select from the dropdown Sound Sound Pack Folder or Language 3 Click Go Switchvox Admin Basics 24 IVR Menus IVR Basics 4 When the settings are correct click Save Sound If you are uploading a file the transfer begins The system redisplays the Sound Manager main page with a mes sage that a new sound has been added and the new sound is included i
14. ements to be sure you need it Most issues with VoIP systems can be traced to networks not to the phones or Switchvox Switchvox Admin Basics Switchvox and Phone Placement Quality of Service QoS Access Control Port Forwarding for Remote Access Network Management Place Switchvox on the same LAN segment as the phones and Switchvox phones and other networked computers on the same subnet or private network Most customers keep Switchvox on a private IP however it can be put on a public IP ina DMZ In either case place a firewall in front of your Switchvox system even if it is on a public IP address A firewall lets you control which IPs have access to your Switchvox services You can use an alternate network or VLAN to segment the Switchvox system and phones from the LAN If you plan to use a VoIP service provider it is a good idea to use QoS to prioritize your traffic QoS assures voice quality even if your internet connection is saturated with other traffic by giving higher priority to the traffic going in and out of Switch vox Consult your router documentation for how to set up QoS rules to prioritize VoIP traffic This can be done by giving priority to your Switchvox MAC address or IP address If you are using QoS in your network equipment you can set up Switchvox to send the correct ToS or DSCP field in all VoIP packets This field can be used by firewalls and switches to distinguish specific types of traff
15. ension If a user s voicemail box is full callers will be forwarded to extension e Enter an extension if you want this to be true e Click the people icon to select from a list of extensions You can specify the number of seconds it takes for Switchvox to give up on a caller if they reach your voicemail but don t leave a message For example if you specify 10 seconds and someone reaches your voicemail but they don t start talking Switchvox hangs up and does not save those 10 seconds of silence Setting a number of seconds here should help reduce clutter in Mailboxes and on disk You can also set a number of seconds to let the caller speak and after a call exceeds the time it is disconnected This is useful if you are concerned about storage capacity Switchvox Admin Basics 28
16. es of six number or letter combinations separated by colons e g 00 11 11 AF 2A EA NOTE Because DHCP works differently on different routers contact your router s manufacturer or look in your router s user manual for instructions e After you have set up your router select DHCP from the appliance menu e Then use the Up and Down directional keys to select Save Net Settings This completes the configuration using a DHCP IP address Use the Up and Down directional keys to select View System Info This displays the URL for the web based Switchvox Admin Tool Suite IMPORTANT The Switchvox Admin Tool Suite is the primary means of managing the Switchvox system You can access the tool suite from any computer on your network via a web browser Switchvox Admin Basics Digium Phone Network Information Digium Phone Network Information Switchvox s Phone Networks determine how a Digium Phone should behave depend ing on the IP address and netmask of the phone as it sits on the network IMPORTANT For a remote phone that is not on the same network as Switchvox make sure that you have Access Control Rules in place and that your router is forwarding the appropriate ports to Switchvox See Network Management page 7 Usually the two default phone networks Internal and All Networks encompass most situations e Phones located on the same network as Switchvox Internal e Phones located on any other network All Networks
17. ic to apply QoS rules such as favor ing all voice traffic for better quality To do this go to your Switchvox Web Admin website and select Setup gt Networking gt IP Configuration On the IP Configuration page click Advanced Options then select the Audio and Video options you want The default settings should work fine however if you know what you are doing you might want to change these In most cases you do not need a QoS switch Unless you consume massive amounts of bandwidth transferring large files among computers in your local network you do not need a managed switch Remember that QoS on the switch is not a replacement for QoS on your router Switchvox s Access Control tool Setup gt Networking gt Access Control lets you set network access to Switchvox services based on IP address and netmask The default action is to deny access So if you do not allow a service for a network then the network is denied access to that service If you need to use the Switchboard be sure to enable access to the XMPP services If you plan to use phones or to access Switchvox from remote locations you must for ward certain ports back to Switchvox A good resource for documentation on how to forward ports on most routers is www portforward com To enable port forwarding open Setup gt Networking gt IP Configuration Switchvox Admin Basics Network Management The following table lists the TCP UDP port assignments and how
18. les on your hard drive Be sure to put backup files in a location from which they can be easily accessed to restore your system Select Server gt Maintenance gt Backups from the Web Admin Suite e Click Set Up Automatic Backups This displays the Automatic Backups page e Set the day of the week and the time to run the backup process It is a good idea to set this outside of your business hours e Set the number of backup files to keep When this number is exceeded the oldest backup is deleted from the FTP host e Set the hostname of your FTP server the username and password you use to access the server and the path to the directory where you want to store the backup files e Click Test FTP Settings to be sure your backup files can be transferred Switchvox Admin Basics 12 Deleting a Backup File Backups e For each directory you want to include in the backup made sure that directory is set to Yes e Click Save Settings This saves the backup information and displays the main Backups page To disable automatic backups clear all FTP information then click Save Settings Those changes are saved and the main Backups page is displayed To delete a backup file from the list click its Delete button e Click Yes Delete Backup e That backup file is permanently deleted from the system and removed from the list e The Backup page is displayed with a message indicating that the file has been deleted Switchv
19. n the Switchvox Admin Tools Web Suite for options 3 Select the channels to add to the group Switchvox Admin Basics 19 VoIP Providers Outgoing Calls Call Routing 4 For the channel enter the Callback Extension that is the extension to ring when a voice call comes in over this provider or channel and the Default Fax Extension for the channel that is the extension to ring when a call comes in over this pro vider or channel and is identified as a fax 5 Unless you are an advanced user do not change any of the other settings 6 Click Save Channel Group to create the group WARNING Switchvox restarts after you create a new channel Any current calls are dropped and any agents logged into queues are logged out VoIP providers can be either commercial VoIP phone services or other VoIP hardware such as a peered Switchvox There are two types of providers SIP or IAX These are two common protocols used for placing phone calls over the internet If you are unsure which protocol to use ask your service provider For either provider type the only information you need for them is the Provider Infor mation There are multiple tabs available with advanced settings but most likely you do not need to change those settings from the defaults After you have created a provider you are prompted to go to the System Status page This page displays your VoIP providers and their statuses If Switchvox successfully contacts your pro
20. n the list of sounds You need to create a new Sound Manager Folder for each IVR and put your custom sounds in that folder The following are some examples Business Hours Our business hours are Monday through Friday from 9 00am to 5 00pm Dial Extension If you know your party s extension you can dial it at any time For Customer Service For Customer Service press 3 Greeting Hello thank you for calling We re happy to help you Main Menu Main Menu Service Announcement All services are functioning normally To hear Main Menu Press the star key to hear this menu again To hear Service Announcement To hear our current service announce ment press 2 Use the Directory To use our company directory press 1 Creating IVR Menus is a multi step process First create the IVR Main menu fol lowed by any other IVRs then go back and finish the entire IVR 1 Go to Tools gt IVR Editor 2 Click Create IVR Menu 3 Name it Main IVR 4 Create an action to play the sound Dial Extension and make it interruptible 5 Set up each of the component IVR menus as follows Component Actions Start at Main Play Sound Main Menv Interruptible Go To IVR Menu Action Main IVR at entry point Play Sound Dial Extension Play Business Hours Play Sound Business Hours Not Interruptible Dial Directory Dial Extension 411 Switchvox Admin Basics 25 IVR Basic
21. nce needs any hardware expansion cards install them according to instructions in the appropriate appliance quick start guide see the Digium support web page Connect the appliance to all the necessary external connections network interface all incoming lines from your telephone providers any other physical connections from external devices Turn on the appliance The Switchvox software is already installed Put the included Switchvox installation DVD in a safe place in case you need to rein stall the system at a later time Switchvox Server Network Information After the main display LCD displays the message Press any key it is ready to be configured e Press any key to start the process e Use the Up and Down directional keys to select Configure Network then click the green checkmark Switchvox Admin Basics 5 Setting a Static IP Address Setting a DHCP IP Address Switchvox Admin Tool Suite URL Switchvox Server Network Information e Use the Up and Down directional keys to select Set DHCP Static then click the green checkmark e Use the Left and Right directional keys to select either DHCP or Static then click the green checkmark NOTE We recommend setting a static IP address because it is important that the Switchvox server IP address remains the same after it has been configured and users are connecting to it NOTE To find an IP address that is not in use on your network and will not be used for anothe
22. ng IVR Conference Calls CustomerService Voicemail 610 This should be a Virtual extension Directory 411 This should be a Directory extension Employee phone extensions These should be SIP extensions for your employees NOTE The Customer Service Voicemail extension can be set to for ward all of its voicemail to your customer service representatives using the Extension Suite main Voicemail Options and the Forwarding tab Test your IVR Call the extension yourself listen to the sounds that are played and try to dial an extension Call several times choosing each of the different options You can test Option 3 and the Time Based Clause by changing your Time Frame Outside Business Hours for details see Using Time Frames page 22 Or change the Time Based Clause in Main IVR to During Business Hours check to make sure you get the correct behavior for outside of business hours then change the Time Based Clause back to Outside Business Hours To set up Switchvox so the Main IVR answers all of your calls set your Callback Extension to 800 the extension given the Main IVR That setting is available on the VoIP provider page or in Channel Groups depending on how your main phone num ber is handled Conference Calls 3 Way Conference Call from the Phone Simple Conference Room Meet Me Conference Center Phone users have three ways to make conference calls from their IP phones The phone user does the following
23. ng to need the same kinds of tools and permissions Switchvox Admin Basics 14 Extension Groups Extension Templates Bulk Modify Extensions Extension Permissions Managing Phone Extensions Extension Groups allows you to define a group of characteristics that can be applied to an extension For example if you have defined a group of characteristics for new hires when you have a new hire all you need to do is put his or her extension into that group to ensure the extension has all the right features and functionality needed to do the job Other Extension Groups can be used for the following e Call Queue members e Permissions Holders in Extension Permissions e Outgoing Caller ID rules for allowing extensions that can be dialed from an IVR e Setting extensions to be automatically recorded Extension Templates contain almost all of the same settings as the Phone type Exten sions except for the personal information of the extension owner Templates even contain the membership in Extension Groups so using well defined templates can make it simple to set up new employees If most of your phone type extensions will be set up the same way you can modify the default template to suit your needs If not you can create multiple templates for different types of employees Each time you create a SIP Virtual or Analog extension you choose an Extension Template Then when the Create Extension page opens all of the settings m
24. on of the Switchvox PBX and Digium IP Phones provides a complete unified communications solution for small and mid sized businesses This unified communications system integrates all office communications including phone fax chat and web mashups This guide gives administrators basic information for quick setup of both Switchvox and the Digium Phones Cross references point to detailed information in other documents 1 Switchvox Installation amp Installation of the Switchvox server Network Configuration appliance and configuration of the page 5 server and phone networks 2 System Basics page 10 Registration updates managing of backups 3 Phones and Calling page 14 Digium Phones call routing and contacts 4 Customer Service page 22 Time frames call queue extensions IVRs conference calls voicemail administration Switchvox Admin Basics 4 Switchvox Installation amp Networking Switchvox Server Setup Switchvox Server Network Information Digium Phone Network Information Network Management Getting your Switchvox system up and running requires first setting up your Switch vox server appliance and connecting it to a power supply and a network After the server appliance is operational you need to configure its network This chapter gives you step by step instructions for doing this as well as information about Digium Phone networks and network management Switchvox Server Setup If your server applia
25. ontrol the contacts on their Digium Phones with the Phonebook fea ture This feature also controls the user s Rapid Dial Keys on the Digium Phone Digium Phones support up to 1 000 contacts including admin contacts and personal phonebook entries By default the Internal Directory is available on all of your Dig ium phones and it includes all of the Switchvox extensions Go to Tools gt Contacts Internal Directory The Contacts page gives you control over the Internal Directory on Digium phones and in the Switchboard The extensions in the Internal Directory are always included in the Contacts app NOTE The Internal Directory is also available on Polycom phones configured with a Phone Feature Pack under the Switchvox Directory application Switchvox Admin Basics 18 External Contacts External Contacts for Digium Phones Call Routing Channel Groups Call Routing Go to Tools gt Contacts External Contacts The Contacts page lets you put External Contacts in every Digium Phone s Contacts app External contacts can be useful for contacts on a peered Switchvox The Internal Directory section has an option to download the directory as an XML file If you download that file you can upload it to the peered Switchvox s External Contacts This way all of your employees can have the Internal Directory of both Switchvoxes To add external Contacts Contacts that aren t extensions on this Switchvox to all Digium phones y
26. or calls including whisper and barge e Pick up ringing calls e Intercom to the target phones Using Digium Phones Digium Phone Assignments Phone Assignment Options Phone Settings The following sections describe the tools to help you manage your Digium Phones and their extensions Digium Phone Assignments define how SIP extensions are associated with a Digium Phone MAC address To view a list of extensions and phones both assigned and unas signed go to Setup gt Digium Phones You can create assignments one at a time or use the Quick Create option to create multiple assignments at the same time Anywhere in the Digium Phone Assignments area with a Phone MAC Address field you can use a barcode scanner to scan the barcode on the phone box and retrieve the MAC Address To assign additional extensions to a MAC address Lines 2 6 first assign Line 1 to a Switchvox extension Then modify the assignment and add the additional lines Lines 2 6 can be Switchvox extensions or external extensions Phone Assignment Options control what password must be used to allow someone standing at the phone to choose that phone s extension Or you can specify that for a specific period of time no password is required called an Open Enrollment Period Go to Setup gt Digium Phones gt Assignment Options IMPORTANT If an assignment is server based someone at the phone is never allowed to choose the phone s extension When the
27. ou can upload a CSV or XML file To see an example of the XML used by Contacts download the Internal Directory s XML file CSV headers first name last name organization job title location email_address primary number primary number label secondary number secondary number label jabber id subscription url Example of the CSV record for one of your vendors Jane Doe Bunches of Flowers Designer San Diego jane bunchesofflowers com 918585551212 Flower Stand 918585553333 Mobile With Switchvox you have total control over how to make calls via the Call Routing tools Channel Groups lets you manage your hardware device channels You can enable multiple signaling methods configure a callback extension and also set advanced options for echo cancellation noise reduction and more If you have analog or digital lines you want to connect to Switchvox then you ll need to purchase the appropriate Digium Telephony Card and set it up in Setup gt Call Routing gt Channel Groups in the Admin Tool Suite The Channel Groups tool displays all the channels available and lets you group chan nels by signaling type You can also modify or delete existing channel groups To create a channel group click Create Channel Group This displays the Channel Group Configuration page 1 Enter a name for the channel group 2 Specify the device type that is the type of line connected to Switchvox through this device See the online help i
28. ou may have downloaded e Click the Download icon for the update you want to use A progress indicator tells you how long the download will take NOTE This action makes the necessary files available for your Switchvox sys tem but it does not apply them e After the download is complete you can apply the update whenever it is conve nient e Click Download and Apply for the update you wish to use to download and apply the update immediately After applying the upload do the following to verify that the system is functioning properly e Go to Server gt Diagnostics gt Connection Status to make sure phones are regis tered and there are no new alarms e Go to Server gt Networking gt IP Configuration to make sure those settings are correct e Makea call from a Switchvox extension to another extension and to an external phone number e Ifpossible make a call into Switchvox e g from a mobile phone to ensure your main IVR is responding normally e Ifappropriate check sending and receiving of faxes After completing the update create a new backup of the system Switchvox Admin Basics 11 Backups Making a Backup on Demand Creating Automatic Backups Backups Switchvox lets you create and download a backup file that can contain much of the data and audio files for Switchvox This file may be restored back into Switchvox at any time to return Switchvox to the same state it was in when the backup was c
29. ox Admin Basics 13 Phones and Calling Managing Phone Extensions Using Digium Phones Contacts Call Routing This chapter describes the basics of managing extensions using Digium phones the Contacts application and call routing Managing Phone Extensions Extensions are the numbers Switchvox uses to send a caller to various destinations There are several different types of extensions including extensions for phones IVRs call queues etc The Manage Extensions page Setup gt Extensions gt Manage shows the extensions currently in Switchvox and lets you create modify and delete extensions Switchvox comes with some predefined extensions We suggest you leave those extensions in place until you are sure you do not want to use them Switchvox offers the following tools to manage your phone extensions e Extension Groups page 15 e Extension Templates page 15 e Bulk Modify Extensions page 15 e Extension Permissions page 15 The combination of Extension Groups and Templates lets you set up everything the way you want and allows you to easily add new employees This feature also lets you group extensions together for use in other Switchvox tools An Extension Group can contain any kind of extension even other groups You may want to match your Switchvox Extension Groups with your company s functional groups That s because it is likely people who have the same job functions are goi
30. phone is turned on or restarts it automatically uses its server based extension assignment Server based assignment includes the Digium Phone Assignment area Bulk Import or Extend API If this is a problem delete the Assignment and reassign the phone The settings on the Digium Phones tab of a phone extension along with those on the Common Settings tab let you control almost everything about the Digium Phone assigned to an extension The settings here are also available in Extension Templates and Bulk Modify All of the settings on a Digium Phone except volume can be controlled by one of the tools in the Switchvox web suite Depending on the permissions you offer each exten sion some of the phone settings can also be controlled by the extension owner Switchvox Admin Basics 16 Phone Settings for Remote Use Phone Tools Using Digium Phones A remote phone is any phone not connected to the Switchvox local area network LAN If you have employees using Digium phones not connected to the LAN you need to make sure Switchvox can communicate with these phones The following describes how to set up s these phones e Make sure Access Control contains a network location for the employee this is the phone s external IP address with the following services set to Yes e Digium Config Server e User API e SIP e Make sure your router is forwarding the appropriate ports back to Switchvox See Port Forwarding for Remote Ac
31. r client by the DHCP server or used by some other devices go to the following web site and look at the information for your particular router http www portforward com routers htm To use the static setting enter the following IP addressing information e IP Address provided by your network administrator e Netmask By default the netmask is 255 255 255 0 If your netmask address is different change it to the correct value e Gateway or router The address for your gateway is usually the IP address of your router A common gateway IP address is 192 168 0 1 e DNS Server This address is for either a server inside your network or a server your Internet Service Provider ISP runs for you If your ISP runs your DNS the ISP network administrator can provide this address After you are done entering the IP address information use the Up and Down direc tional keys to select Save Net Settings This completes the configuration using a Static IP Address If your router can assign IP addresses using DHCP Dynamic Host Configuration Pro tocol then you can use this method to assign the Switchvox IP address However we recommend you configure your DHCP server to reserve an IP address specifically for Switchvox because each time Switchvox reboots it retrieves the IP address e On your router enter the MAC address of the active network card in the Switchvox server This MAC address is displayed on the Switchvox server screen as a seri
32. reated Switchvox backups can be created on demand or scheduled to happen on a regular basis Switchvox lets you set up an automated backup schedule with file transfer to the FTP server of your choice Any time you are going to make changes to Switchvox such as move the hardware or restart the system it is important to make a backup of the system and have it available to restore the system if need be IMPORTANT The best practice for backups is to schedule a daily automatic backup that stores the backup file on an FTP server For details see Creating Automatic Backups page 12 Select Server gt Maintenance gt Backups from the Web Admin Suite e Click Create Backup This displays the Create Backups page e On the Create Backups page click the check boxes next to any of the optional components that you want to include The only thing that you cannot include in a backup is Call Recordings those are backed up separately For details see Tools gt PBX Features gt Call Recording Settings in the online help in the Switchvox Admin Tools Web Suite e Click Save Backup This creates the backup and redisplays the main page WARNING The backup process may take several minutes depending on the amount of content Do not click any links or buttons during the backup processing After the backup is created the Backups page is displayed with the new backup in the Backups table Click Download to save the backup which may include multiple fi
33. s Play Service Announcement Play Sound Service Announcement Interruptible Go To IVR Menu Action Start at Main at entry point IVR Menu Beginning Dial CS Dial Extension 611 Dial CS Voicemail Send to Voicemail 610 Customer Service Time Based Clause within the time range Outside Busi ness Hours go to Dial CS Voicemail at entry point IVR Menu Beginning Go To IVR Menu Action Dial CS at entry point IVR Menu Beginning 3 Finish setting up Main IVR with the following actions Play Sound Greeting Not Interruptible Time Based Clause within the time range Outside Business Hours go to Play Business Hours at entry point VR Menu Beginning Play Sound Dial Extension Interruptible Play Sound Use the Directory Interruptible Play Sound To hear Service Announcement Interruptible Play Sound For Customer Service Interruptible Play Sound To hear Main Menu Interruptible Option 1 Dial Directory at IVR Menu Beginning Option 2 Service Announcement at IVR Menu Beginning Option 3 Customer Service at VR Menu Beginning Option Start at Main at IVR Menu Beginning Option Setting Enable extension dialing Extension Group that can be dialed Extensions Set up or verify the following extensions in Manage Extensions Main IVR 800 This should be an IVR extension Customer Service 611 This should be a Call Queue extension Switchvox Admin Basics 26 Testing A Worki
34. se This tool will tell you if you need to update to a new version If you do need to update follow the instructions described in the following sections Backup your current e Create and download a backup of your current system see Making a Backup on System Demand page 12 e Locate your Switchvox installation DVD e Ensure no one is currently using Switchvox e Allow ample time to complete the update Locate Update file e Go to Server gt Maintenance gt Updates e Locate the update in the list Switchvox Admin Basics 10 Important Notes about updating Download Update file Download and Apply Update file Verify System and Phone Functionality Create a New Backup Updating e After you locate the update file you may click either the Download or Download and Apply icon e Ifthe Updates page says no updates are available for your system then you already have the newest version of the software and updating is not necessary e Ifthere are one or more updates listed you can review the update s release note by clicking its more info link e Ifyou see a message indicating the system is offline put the system online before trying to download an update again e Do not refresh your web browser during either download action To check on the status of the update go to https YourSwitchvox admin cmd check_ update e After you apply an update Switchvox removes the files for that update and any previous updates y
35. vider it is displayed as Registered Now if you call your own num ber the number your provider gave you your call should ring the Callback Exten sion The Outgoing Calls tools let you handle all aspects of outgoing calls including call tules caller ID rules and call diagnostics Outgoing Call Rules An outgoing call rule is a dialing pattern and associated rout ing information For example the International outgoing call rule is triggered when a user dials 9011 followed by 7 to 13 digits Such calls are sent to the selected route such as a VoIP provider or a Channel Group You can create multiple call rules that match the same pattern In this case if there is a pattern match the rule that is highest in the priority list gets called first If that rule fails and it is not marked as a final rule the next rule is called and so on Switchvox is preconfigured with a set of outgoing call rules that serve most situations You can modify or delete those Rules and create your own Outgoing Caller ID Rules Outgoing Caller ID rules let you modify the outgoing caller ID name and number Caller ID rules can apply to e A single extension e Any extension Use a Single Rule and put the word any in the Select Extension field e A range of extensions e An extension group Switchvox Admin Basics 20 Incoming Calls Call Routing If you use a ranged Caller ID rule you can derive an extension s correct caller I
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