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Switchvox Administration Reference Manual

1. Numeric Password A Numeric Password for this extension The password is numeric because it will be entered from the numeric keypad on a telephone The extension owner uses this password to log into their account in the User Tool Suite The strength of a new password is indicated as you type although in this case you may be setting a generic password for the owner to log in for the first time Re enter the password for verification You can require that the extension owner enter a strong password For details see page 30 Profile Picture You can upload and modify a picture to include in your profile information e Click Upload Picture e Click inside the text box to open a dialog box and find the image file on your com puter Images must be at least 75x100 pixels and must be in jpg format e Click Upload The image is uploaded and displayed with the crop area that will be used to make a 75x100 image You can move the crop area around to choose the best portion of the picture The Preview on the right shows you what the picture will look like after it is cropped e Click Upload Picture To upload a different picture re crop the existing picture or delete the existing pic ture e Click View Picture e Click ReCrop or Delete If you want to upload a different image Delete this image now and then click Upload Picture to start again e Confirm your changes Check the appropriate boxes if you want the extension owner
2. 9011 fol lowed by 7 to 13 digits Such calls are sent to the selected route such as a VoIP pro vider or a Channel Group Switchvox Admin Reference Manual 53 Call Routing 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 Rule Name A unique name for this rule Rule Note A descriptive note for this item This is displayed when you hover over the note icon Pattern to match Enter the call rule information in the boxes as follows e Number begins with the digits e Enter any required precall numbers for example Switchvox normally requires dialing a 9 for an outside call In this case enter 9 in this box e After the precall digit enter the pattern you want to match You can use any digit 0 through 9 pound asterisk and the plus sign to describe a pattern If a call uses the pattern exactly as described then the rule is applied e You can also match multiple patterns in the same rule by using parenthesis and the pipe To do this put all of the possible patterns between parentheses and sepa rate them with a pipe The default rule Toll Free
3. B Backups 112 Basic Server Functions 120 Battery Debounce 39 Battery Threshold 39 C call activity 99 Call API Settings 10 Call Logs 98 Call Queue extension 15 Call Recording 78 Call Recording Settings 79 Call Reports 99 call routing 36 Callback Extension 38 Caller ID Signaling 39 Caller ID Start 40 Channel Groups 37 Chart Report 99 Codecs 12 Common Settings 13 Completed Calls 100 Concurrent Calls Report 98 Configured Phones 34 Connection Status 104 Contacts 87 Create Block Number Rule 57 Create Transfer Call Rule 57 Creating a New Time Frame 76 Creating Notification Templates 86 current calls 106 Current Calls Waiting 100 101 Custom Digit Map 36 Custom Digit Map Timeout 36 Custom Switchboard Panels 90 Custom Voicemail Message Length 84 D Default Fax Extension 38 Deleting a Sound 94 Deleting a Time Frame 77 Deleting Notification Templates 86 delivery method 102 Delivery Options 102 Detect busy signal 40 Device Types 37 BRI 38 BRI B Bearer Channel 38 BRI D Data Channel 38 E amp M Signaling 38 FXO Foreign Exchange Office with Groundstart signaling 37 FXO Foreign Exchange Office with Loopstart sig naling 37 FXO and FXS 37 FXS Foreign Exchange Station with Groundstart signaling 38 Switchvox Admin Reference Manual 123 FXS Foreign Exchange Station with Kewlstart sig naling 38 FXS Foreign Exchange Station with Loopstart sig naling 38 PRI 38 PRI T1 E1 B Bearer Cha
4. My Account Language and Locale New Password Retype New Password Minimalist Mode This is the information for this administration account The Switchvox web based tool suite is available in several languages English for United States English for United Kingdom Spanish for Spain Spanish for Mexico Italian If you choose to use a language other than English for US be aware that all other lan guages and locales handle dates with the format of dd mm yyyy as opposed to mm dd yyyy The password for this account Leave blank if there are no changes Administration accounts can have extensive control over Switchvox so you should use a very strong password to protect this account Strong passwords are fairly long combining letters numbers and special characters For verification enter the password again This mode presents the Web Suite interface with reduced graphics If Minimalist Mode is set to Yes e The background graphic and larger graphics on buttons and tabs are removed e Some text especially in section headers is smaller e Animations are removed Switchvox Admin Reference Manual 59 Tools This section describes the functions under the Tools category which are used to set up and manage the PBX tools such as Time Frames IVR Menus Voicemail and Music on Hold PBX Features 60 Notification 85 Extension Features 87 Media 91 PBX Features Managing IVR Menus 60 IVR Actions 62 Ti
5. page 24 Call Queue Extensions page 15 Agent Log In Extensions page 20 Agent Log Out Extensions page 21 Feature Code Extensions page 24 Phone and Virtual Extensions The settings are mostly the same for SIP phones Analog phones and Virtual exten sions These extensions have a corresponding Extension Suite account main e SIP Phone or SIP Adapter for Analog Phone ATA A SIP phone or an analog phone plugged into a SIP Adapter e g Sipura SPA 1001 e Analog Phone A regular phone not VoIP SIP that is physically plugged into the Switchvox server This is an appropriate extension type for a fax machine or an intercom NOTE We strongly recommend you do not use this option for your phone exten sions Use instead analog telephone adapters or a channel bank If you choose to use Analog Phone extensions with phones physically plugged into Switchvox those phones will not be able to take full advantage of the Switchvox features e Virtual Extension An extension without a phone or a Switchboard This type of extension behaves like a SIP Phone extension except it does not have a Switch board and it does not show the phone as Unreachable in System Status This is useful as a general voicemail box Profile Information Extension A unique number for this extension For information about the extension number length see Settings page 30 FXS Channel This is for Analog Phone extensions only Se
6. If you need to change an Advanced Option click Show Advanced Options and enter the following information Hostname You can set a hostname for Switchvox e g pbx example com if you have a DNS setting This may alleviate problems with delivering emails through particularly strict SMTP servers IMPORTANT This option also sets the web server s SSL key This may help prevent Switchvox Admin Reference Manual 116 Networking warnings from your browser when logging into Switchvox In most cases it is best to leave this option unchanged Jabber Hostname You can set a hostname for the Jabber server in Switchvox e g jab ber example com if you have a DNS setting This is important if you are peering Switchvoxes and want to use functions such as Presence or the Chat Panel IP ToS This lets you set the ToS or DSCP field in VoIP packets sent by Switchvox This field can be used by firewalls and switches to distinguish specific types of traffic to apply QoS rules such as favoring all voice traffic for better quality Setting the ToS field isn t a requirement for prioritizing VOIP traffic on your router it s just one way to iden tify VOIP traffic If you re not explicitly prioritizing this field in your network equip ment changing this option will have no effect on your VOIP quality For more information see the following resources RFC 2474 Definition of the Differentiated Services Field DS field in the IPv4 and IPv6
7. The First Week in July 2011 Start Date End Date Start Day End Day Start Time End Time 01 21 2011 After January 21 2011 Start Date End Date Start Day End Day Start Time End Time 02 01 2011 02 28 2011 Monday Friday 6 00AM 7 00AM Weekdays in February 2011 between 6 00 and 7 00 in the morning e Click its Modify button This displays the Modify Time Frame Conditions page e Click a Delete button to remove a condition that no longer applies You cannot edit a condition e Click Create Time Condition to add a condition To delete a time frame click its Delete button Be sure that you do indeed want to delete this time frame then click Yes Delete Time Frame The Time Frames main page is displayed with a message that the time frame was deleted Before you delete a Time Frame be sure you do not have any IVR Menus or Call Rules that depend on it Switchvox Admin Reference Manual 77 PBX Features Call Recording Scheduling a Call Recording Viewing amp Playing Recorded Calls This lets you set up rules so that Switchvox automatically records calls Any calls that match these rules are recorded and listed on this page You can view listen to and download recorded calls There is one default call recording rule that Switchvox automatically follows called user initiated recordings When a user records a call his own call or another per son s those recordings are included here These are the same recordings that
8. Voicemail Folder to Place Sound In Select the voicemail Mailbox folder that you want to send the sound to Store Recorded Sound in Sound Manager This action stores a sound in the Sound Manager This overwrites an existing user sound file in the Sound Manager it cannot overwrite a system sound This action can be used to re record stored sounds such as information updates CAUTION When the IVR reaches this action it immediately stores the chosen sound in the Sound Manager overwriting the existing sound You probably want to do something to limit the access to this action i e require a pass code first Folder Select the Sound Manager folder that the sound should be stored in Language Select the Sound Manager language that the sound should be stored in Sound to Store as Select the Sound Manager sound file that should be over written This dropdown only includes the sounds available in the folder and language that you select You cannot select system sounds Recorded Sound to Store Select a previously defined sound variable that should be stored in the Sound Manager as specified above Upload Recorded Sound This action uploads a sound to a remote Web server Two things are required the URL of the remote upload processing script and an existing IVR sound variable You can enter a static URL that is always the same or you can create a dynamic URL by entering variables so that the system builds the appropriate U
9. user to be able to change his or her Location Title or Picture Switchvox Admin Reference Manual 9 Extensions Login Actions Force user to update password on next login This is a security precaution It lets you create all extensions with a generic password such as the extension number which lets the extension owner easily log in for the first time But then it forces that person to create a new password before continuing to use the soft ware See also page 30 Force user to confirm language on next login If you are not sure which lan guage this extension prefers to use force the owner to choose a language the next time he or she logs in This way extension owners can decide for themselves which language to use and you know that they made a deliberate choice Advanced Options It is unusual to change the Advanced Options so they are hidden If you find you need to change an Advanced Option click Show Advanced Options General Settings Voicemail Fax Mailbox Quota MB This value is the maximum number of mega bytes that can be used for voicemail messages and faxes It can be set for extensions and extension groups e Blank indicates unlimited space 0 zero indicates that no voicemail or faxes can be stored e Quota is set for a group or groups and for an extension in the group indicates extension s mailbox quota is used e Extension is a member of multiple groups then the lowest mailbox quota is used e
10. Admin Reference Manual 89 Custom Switchboard Panels Extension Features of the extensions in the box on the right are allowed to use this panel Test your connection Enter a phone number to look up Click Test Settings to see the results of your test Custom panels let you build your own panel that integrates with any Web application you choose You can build the URL with Switchvox variables which pass caller data to the application Panel Name Enter a unique name for this panel The panel name appears as the title of the panel window Panel Description Enter a description of this panel This is only displayed in the Admin Suite it is not shown in the panel Panel URL This is the URL to be loaded in the panel for example http news google com news q CALLER_ ID NAME The URL can contain variables between percent signs that are substituted with real values during each request See URL Variables Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All of the extensions in the box on the right are allowed to use this panel URL Variables You can include one or more variables in a Custom Panel URL CALLER_ID_NUMBER The phone number of the current caller Exam ple 8585551212 CALLER_ID_NAME The text component of Caller ID for the current caller Example BOB JONES EXTENSION The extension of
11. Cust Spport Press 14 Interruptible Play Sound For Sales Press 2 Interruptible Play Sound Star for Menu Interruptible Listen for options lodify Actions Options When key is pressed go to Example IVR When 1 key is pressed go to Customer Support When 2 key is pressed go to Sales Modify Options Create Optior Before creating an IVR Menu you should plan in advance the entire IVR experience you want to offer your callers Then create the sequence starting from the end and working towards the beginning as is shown in the following example Determine all of the recorded sounds you want to play for the caller instructions information etc and create those sounds in the Sound Manager see page 93 Determine which extensions the caller might end up being transferred to and cre ate an IVR menu for each one Those menus would have a Dial Extension action see page 69 Determine the factors that might change your IVR and build an IVR menu to han dle each situation For example if your IVR behaves differently during regular business hours than after hours or if it behaves differently based on a zip code the caller provides you need to create an IVR menu for each situation After you have your sounds and a set of component IVRs built then you can cre ate the Main IVR Menu that answers your calls Click Create IVR Menu to display its menu page Enter a unique name and a description for th
12. Details page Enter the sound name and description and browse your computer to identify the sound file to upload In the sounds list on the main page check the boxes for the sounds that you want to delete then click Delete at the top of the song list Be sure that you do indeed want to delete these sounds then click Yes Delete Sounds The main page is displayed again with a message that the sound has been deleted Note If a sound box cannot be checked it is because it cannot be deleted The basic set of system sounds cannot be deleted In the sounds list check the boxes that you want to move select the folder the sound belongs in the dropdown at the top of the song list then click Move To The Sound Manager main page is displayed with a message that the sound has been moved If you have used the sound in IVRs or call queues Switchvox now accesses the sound from its new folder Note If a sound box cannot be checked it is because it cannot be moved The basic set of system sounds cannot be moved Sound packs are pre configured packages that you can add to Switchvox and use in place of the pre installed default English sound pack Only officially certified sound packs can be installed on Switchvox To obtain sound packs for different languages go to Switchvox Product Addons Switchvox Admin Reference Manual 94 Managing Languages Media To add a sound pack e Download the sound pack to your desktop computer e Go
13. Headers Nichols K et al December 1998 IANA Assignments DSCP registry Differentiated Services Field Codepoints http www iana org assignments dscp registry Additional Local Networks Use this section to list any additional networks that are not separated from Switchvox by a NATing router This option is only needed if Switchvox is behind a router that performs NAT You wish to use soft phones from outside your network There is more than one network such as a remote office VPN connected to the local net Networks can be listed in either CIDR e g 192 168 0 0 24 or netmask e g 192 168 0 0 255 255 255 notation Network Proxy Settings These settings direct all outgoing HTTP and HTTPS traffic to a web proxy e Proxy Hostname or IP Address e Proxy Port e Proxy Username e Proxy Password e Custom SSL Certificates Use these fields to add a Custom SSL Certificate This option can be used to prevent your browser from popping up a security warning when you access the Admin Suite After you have purchased an HTTPS certificate from an online certificate authority it can be uploaded into these sections to allow Switchvox to use it for encrypting web traffic Another option for this section is if your organization creates its own web certificates for encrypting various intranet traffic If you are unsure about HTTPS certificates it is safe to leave this section blank Switchvox Admin Reference Manual 11
14. Mode DTMF tones are the sounds emitted when you press buttons on your phone e SIP extensions Refer to your phone s user manual for the DTMF mode that your phone uses e SIP providers Ask your provider which DTMF mode it supports If you are unsure of which DTMF mode to select use RFC2833 the most common method Supported Codecs Select the codecs your phone supports Check your phone s user manual if you do not know them For video H 263 and H 264 are on by default For audio ULAW ALAW and G722 generally work with every phone and provide the best sound quality They are selected by default Switchvox Admin Reference Manual 12 Extensions The following table describes the audio codecs If you have Switchvox SMB and you have entered a License key for the G729 Codec in Machine Admin gt Digium Addon Products you will also see G729 in the list of codecs Bandwidth Usage Sound Codec kbits s Quality CPU Usage ULAW 85 Great None ALAW 85 Great None G722 85 Excellent Low G726 54 Good Low G729 30 Good Medium SPEEX 33 Great High GSM 35 Good Low ADPCM 54 Good Low LPC10 22 Poor Medium Common Settings Auto answer Switchboard initiated calls This sets your phone to automatically answer Switchboard initiated calls If you click on a Switchboard phonebook entry normally your phone rings and you have to pick it up then Switchvox dials the num ber for that entry If this box is checked your phone rings and then aut
15. NOTE You are not allowed to delete move or modify system sound informa tion or system sound files in the English language To add new language sound file to a sound that already exists follow the instructions in Modifying Playing a Sound For example if you already have a sound for hi in English and you want to create the Spanish sound hola then you would modify the English hi by adding the Spanish sound That lets you keep the same sounds in dif ferent languages grouped together To add a completely new sound select Sound from the Add New dropdown and click Go When the settings are correct click Save Sound If you are uploading a file the trans fer begins The system redisplays the Sound Manager main page with a message that anew sound has been added and the new sound is included in the list of sounds Sound Name Enter a unique name for this sound Sound Description Script Enter the words of this recording This is displayed when you mouse over the sound name in the list of sounds Folder Select a folder for this sound Sound Language Select the language that is used in this sound Sound Source Select Record Over Phone or Upload File If you chose Record Over Phone enter the extension to ring then click Record Make your recording then hang up the phone or press If you chose Upload File browse your computer to identify the sound file To play or modify a sound click its Modify Play bu
16. Switchvox Place each phone where it should be located plug it into your network and turn it on It is helpful to note the MAC address of each phone but it is not necessary When each phone boots up after you turn it on Switchvox detects it and adds it to the Unknown Phones list These are phones that Switchvox has seen on the net work but does not have control over In the Admin Suite select Setup gt Extensions gt Phones The Phone Setup page opens to Unknown Phones If a phone does not appear here try rebooting the phone Unknown phones are the phones that Switchvox has found on your network but they are not yet configured for use with Switchvox These phones do not receive any con figuration files from Switchvox Phones that have not been detected on the network in over 14 days will stop showing up in the Unknown Phones list e Check the box next to each phone you want to configure and then click Confirm Checked Phones Switchvox sends firmware and configuration files to the phone then a command to reboot IMPORTANT If you do not want to configure a phone do not check its box That ensures that the phone does not receive Switchvox configuration files In par ticular if you have more than one PBX on your local network make sure that you do not confirm phones that are set up on another PBX This overwrites the config uration of these phones and they will no longer connect properly to the other PBX Phones Be s
17. allowed to use it If an extension isn t allowed to use a panel that panel isn t included in the Switch board s Panel menu Standard panels provide integration with SugarCRM Salesforce com and Google Maps Switchvox Admin Reference Manual 88 Extension Features SugarCRM This panel provides integration with your SugarCRM application SugarCRM Web URL This is the URL to your SugarCRM application s Web interface e g http crm example com sugarcrm If you want external users to have access to this panel then this URL must be accessible from the outside Internet If your SugarCRM application is running behind NAT you may need to make it acces sible by forwarding ports HTTPS URLs and alternate ports are supported e g https public example com 8080 sugarcrm SugarCRM SOAP URL This is the URL to your SugarCRM application s SOAP API e g http crm example com sugarcrm soap php This URL must be accessible from the outside Internet so if your CRM application is running behind NAT you may need to make it accessible by forwarding ports HTTPS URLs and alternate ports are supported e g https public example com 8080 sugarcrm soap php Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All of the extensions in the box on the right are allowed to use this panel Test y
18. configured phones Custom Digit Map Timeout You can specify a Timeout in seconds for each segment of your custom digit map If there are more digit maps than timeout values the default value of 3 is used If there are more timeout values than digit maps the extra timeout values are ignored Phone Discovery Options DHCP Sniping Polycom phones with SIP Applications prior to 2 2 2 do not support DHCP INFORM To configure these older phones Switchvox must be more aggressive usurping your network s DHCP server Once the phone is upgraded Switchvox returns to normal behavior It s probably safe to leave this option enabled but if your DHCP server reacts poorly when older phones are configured disabling this option might help Custom NTP Server You can specify an Network Time Protocol Server to set the time on your Switchvox configured phones Call Routing Tools are available for managing the following call routing functions Channel Groups 39 VoIP Providers 47 Outgoing Calls 56 Incoming Calls 58 Switchvox Admin Reference Manual 36 Call Routing Channel Groups Device Types Channel Groups displays all the channels available and lets you group channels together by signaling type You can also modify or delete existing groups To create a channel group click Create Channel Group This displays the Channel Group Configuration page e Enter a name for the channel group e Specify the device type e Selec
19. do not ring they answer immediately in speaker phone mode the caller can begin talking and be heard over the phone s speaker NOTE You must have compatible and correctly configured handsets to use this option Intercom Paging Settings Intercom Extension Enter a unique number for this extension For information about the extension num ber length see Settings page 30 Alert Info header The value that is sent to the phone in the alert info header This setting is required for Polycom phones to auto answer intercom calls Use a value of Intercom or SVAutoPickup If you use Intercom a ringtone will play before the phone auto answers the call With both values the phone auto answers and then you hear a tone announcing the call Switchvox Admin Reference Manual 21 Extensions Timeout Select the length of time that the system attempts to connect an intercom call After this duration intercom calls that have not been answered will be hung up Intercom Paging Specify whether this extension makes intercom calls 2 way conversations or paging calls one way announcements Choose Sound to Play Play beep sound first Whether or not a beep sound plays to indicate that the call is beginning If you choose Yes then you can also choose a sound to play Folder The Folder within Sound Manager that contains the sound that you want to play Sound to Play The sound that you want to play before you start ta
20. extensions as rows in order by extension number first name or last name Phone Assignment Options These options can be used for creating phone based assignments using the phone s numeric keypad to select an extension from a list You don t need to use these options if you create server based assignments meaning assignments created from the Switchvox Admin Suite Bulk Import or the Extend API Server Name This is the name of the Switchvox server as it appears in the phone s list of Digium Configuration Servers Assignment Authentication To ensure that your phones are assigned correctly you can choose a method of authentication to be used before the phone will be assigned e Assignment Code One code displays the extension list and lets any extension be assigned e Extension Password The extension list is always displayed but once an exten sion is chosen that extension s password must be entered To find an extension in the list enter the first name last name extension number or first and last initial Enable Open Enrollment Period This option sets a period of time where phone based assignments can be created without any authorization Use this option with cau tion Phone Feature Packs The following must be in place before you use Phone Feature Packs to set up your phones e Switchvox is up and running e Your phones are on the same network as Switchvox e You have a Phone Feature Pack available for each ph
21. member logs in e Ifthere are unanswered calls in the queue route all new incoming queue calls to extension enter a number and an extension If this is left blank there can be any numbers of callers waiting in the queue e Ifa queue call has passed through the Ringing Strategy times without being answered then route that call to extension enter a number and an extension If this is left blank callers remain in the queue indefinitely The effect of this setting depends on the Ringing Strategy For example if the Ringing Strategy is Ring All then the call rings all queue members and that is considered one pass through the strategy If the Ringing Strategy is Round Robin then the call rings each queue member and once all queue members have been tried that is considered one pass through the strategy e While in a queue allow caller to dial a 0 to be routed to extension enter an extension if you want this to be true Note Click the People icon to select from a list of available extensions Switchboard Panel Permissions e Sets the permission level for extensions to display this queue in the Queue Panel on their Switchboard e Adds extensions or extension groups with one of the following permission levels My Status Lets the extension open this queue panel and display his call informa tion for today Overview Lets the extension open this queue panel and display his call informa tion for today and an overview of all
22. must forward the following ports to your Switchvox server Also in Machine Admin gt Access Control you must have a rule that allows the appropriate traffic for an external network See Access Control page 118 for more information Protoco TCP l UDP Port s Description IAX UDP 4569 Signaling port needed for phones out side of your network SIP UDP 5060 Signaling port needed for phones out side of your network SIP UDP 10000 10500 RTP audio ports needed for phones outside of your network TCP 80 HTTP port for remote web voicemail access TCP 443 HTTPS port for remote web admin access TCP 5222 amp 843 Ports for using the Switchboard remotely TCP 5269 Port for remote XMPP Jabber chat access External IP Address Enter the public IP Address of your router If you are not sure what your public IP is click Look Up External IP to automatically find it NOTE SIP phones that are outside of your network must use this external IP for registration You cannot use this feature if your ISP does not give you a static external IP address Check with your ISP to make sure that the public IP you enter here will not change If you do not have a static public IP you will only be able to use phones from within your local network Interface Enter the IP and Netmask address You set these addresses when you installed the Switchvox software and you do not normally need to change this infor mation after installation Advanced Options
23. name to see details in the IVR Menu Details IVR Menu Details displays the name and description of the menu followed by a list of the actions and a list of the options Or if you clicked on an action from the IVR Tree it displays the details for that action IVR Actions Adding an Action to an IVR Menu You can add modify or delete actions associated with an IVR Menu Most actions have a configuration page on which you can specify the details of the action then save your changes 1 Click Create Action from the IVR Menu Details page or the Modify IVR Actions page This displays the Create Action page 2 Select an action from the dropdown After you make a selection the Action Description displays a short description of the selected action 3 Click Next 4 Complete the detail of the action as appropriate then click Save Settings Switchvox Admin Reference Manual 62 Modifving an existing action Deleting an existing action Actions Types PBX Features Click Modify Actions in the IVR Menu Details This displays the Modify IVR Actions page Click the Modify button for the action you want to modify This displays the Mod ify Action page Make your changes and click Save Settings Click Modify Actions in the IVR Menu Details This displays the Modify IVR Actions page Click the Delete button for the action that you want to remove This displays the Delete Action page Click Yes Delete Action The foll
24. number of blocked IPs are from the same network then the 24 network is blocked In other words if the first 3 sets of digits match on more than 25 blocked IPs then the net mask block e g 216 239 51 0 24 replaces all of the original IP blocks That means that all of the 256 possible IP addresses in that netmask are denied access to Switchvox SIP Registration Registration attempts before IP block If a phone attempts to register but fails this number of times then its IP address is blocked from connecting to Switchvox Number of blocked IPs from the same network to trigger a netmask block If this number of blocked IPs are from the same network then the 24 network is blocked In other words if the first 3 sets of digits match on more than 25 blocked IPs then the net mask block e g 216 239 51 0 24 replaces all of the original IP blocks That means that all of the 256 possible IP addresses in that netmask are denied access to Switchvox General Share blocked IPs with Digium If this is checked it allows Switchvox to send the blocked IP addresses to Digium This may help us identify common IP addresses that are being blocked Manage Physical If you have an appliance with an LCD Panel you can disable other access to the appli Access to the Server ance You can also clear the password on the LCD Panel in case you have forgotten it Switchvox Admin Reference Manual 119 Basic Server Functions Networking Disabl
25. of a Global Variable into a normal variable If you change the value of this normal variable it does not affect the original Global Variable Global Variables are variables that can be accessed from all IVR Menus and whose values persist between calls If a Global Variable s value is changed by an IVR Menu all IVR Menus and all calls will have access to that value Variable to set Select a previously existing variable from the dropdown or enter a unique name in the text field Set to value of Global Variable Select the Global Variable that contains the value that you want Concatenate Variables This action concatenates multiple variables together then saves the result in a new variable Variable Concatenation Enter a representation of the variable you want to create Add variables to this field using the Possible Variables options or enter text Variables must be enclosed with Variable Name for Concatenation Enter a unique name for this variable Send Call Values to URL This action passes call values to the URL of a processing script That script can return XML containing a set of values which Switchvox can save in variables URL The URL can include IVR variables or System variables When using an IVR variable make sure that a previous action has assigned a value to that variable otherwise nothing will be inserted into the URL To add a variable to the URL select it from the appropriate Possible Variables d
26. or channel Callback extensions can be any extension type your receptionist s phone an IVR etc Default Fax Extension The extension to ring when a call comes in over this provider or channel and is identified as a fax Switchvox only identifies T 38 faxes over SIP providers A fax coming in over an IAX provider or a channel or a fax using a differ ent standard may not be identified as a fax You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80 DTMF Mode DTMF tones are the sounds emitted when you press buttons on your phone Options in the dropdown include Info Inband Auto and RFC2833 e SIP extensions refer to your phone s user manual for the DTMF mode that your phone uses e SIP providers ask your provider which DTMF mode it supports Switchvox Admin Reference Manual 44 Call Routing e Ifyou are unsure of which DTMF mode to select use RFC2833 the most com mon method Peer Settings Tab The Peer Settings determine the relationship with this provider Host Type Provider is a host you must actively register to inform it of your location and settings Peer is another SIP PBX including another Switchvox Host is the Same PBX If this VOIP Provider is a peered Switchvox set this to Yes This lets you use advanced functionality with the peered Switchvox Treat system s users like local users If you want Switchvox to exchange
27. pre train the echo canceller This can improve situations with echo at the beginning of a call TX Gain This controls the volume of audio sent from this channel group It is recommended to not increase this value although lowering it to 3 may improve call quality and or echo If in doubt leaving this setting at the default of 0 0 is recommended Use Caller ID Enabling this option will enable receiving and sending caller id It s almost always recommended to leave this set to Yes The one situation where it may be prefereable to disable caller id is when using analog lines in a country such as the USA that sends the caller id between the first and second ring In order to receive caller id on analog lines Switchvox has to wait until the second ring before answer ing If caller id is disabled Switchvox will answer inbound calls immediately without waiting for the caller id Wait Duration This forces the system to wait the specified number of seconds before answering the call allowing time to receive all of the call data before answering the call The default is 1 Most likely you do not need to change the default Switchvox Admin Reference Manual 43 Call Routing VoIP Providers SIP Providers This tool lets you manage your Voice Over Internet Protocol VoIP Providers VoIP providers can be either commercial VoIP phone services or other VoIP hardware such as a peered Switchvox From the VoIP Provider page you ca
28. presence and line use information with this peered Switchvox set this option to Yes Jabber Hostname You can specify a hostname for the peered Switchvox s Jabber server To find this hostname look in the peered server s Network Settings page This is important if you are peering Switchvoxes and want to use functions such as Presence or the Chat Panel Apply Incoming Call Rules to Provider This option lets you alter the routing of incoming calls e Yes uses the default setting which uses the rules on the Incoming Calls section as well as the Callback Extension to decide which extension to ring when you receive a call over this provider e No allows callers from this peer to directly dial any extension in Switchvox Incoming calls will not follow the rules in the Incoming Calls section and they will not ring the Callback Extension Outgoing Call Rules If you have selected No for the Apply Incoming Call Rules to Provider option you can use this option to define how the remote peer can place out going calls through this Switchvox e To allow calls put an Outgoing Call Rule into the collection as Allow e To deny calls put an Outgoing Call Rule into the collection as Deny e To ignore an Outgoing Call Rule for this provider do not put the Rule into the col lection Caller ID Settings Tab The Caller ID settings determine how your Caller ID is set on outgoing calls Supports Changing Caller ID Changing your caller ID info
29. returned You can enter a Default URL so that you do not have to enter a full URL for each event But you can choose to use the default URL or not so you still have flexibility on each event There are some Switchvox events that trigger an HTTP POST On Incoming Call Triggered at the beginning of an incoming call This event Switchvox Admin Reference Manual 80 PBX Features applies to calls received from VOIP providers any channel groups as well as calls between extensions It is common for requests of this type to return XML for routing the call or altering the Caller ID On Route to Extension Triggered when a call hits an extension This event can occur multiple times for each call For example a call may hit an IVR a queue and then a phone extension XML can be returned to route calls differently WARNING Do not create routing loops For example if a call to extension 333 results in a request that sets transfer_extension to 333 then Switchvox loops end lessly Do not set transfer_extension in the response to this event unless it is abso lutely necessary On Call Answered Triggered when a call is answered This event applies to calls from external numbers and from all Switchvox extensions On Triggered when a voicemail message is left for an extension including a message forwarded from another extension This event requests the voicemail URL Note Setting XML values in the response to this request results in un
30. the user has in his or her Mailbox so if you or the user deletes one of these recordings it is no longer available in either area However if the user forwarded the recording to another Switchvox user that version is unchanged To schedule a new call recording click Schedule a New Call Recording Whose calls would you like to record Select one or more extensions extension groups or call queues You cannot combine these types but you may select many of each type What type of calls would you like to record Check All Outgoing Calls Incoming Direct Calls and or Incoming Queue Calls How many calls would you like to record Set a specific number of calls or the date and time you want the recordings to end How long do you want to keep the recordings Set the storage instructions for the recordings If you want to back up older recordings before you delete them click the link to Call Recording Settings Section see Call Recording Settings IMPORTANT If you enter a number into the Delete calls after setting Switchvox immediately deletes any older recordings to ensure that there are no more than that number of files on disk What do you want to label these call recordings Enter a unique name for this scheduled call recording rule The Recorded Calls list shows the information for each recorded call and lets you play the call When you click Play you can choose to play the call with your audio player or download the file the
31. use a SIP proxy enter the proxy host IP here Authentication User If your SIP provider says you need a different authentication name than your account name enter that authentication name here Always Trust this Provider Most providers require this option be set to Yes It is a little less secure because it does not require authentication on incoming calls from this provider If you set this to No and it does not work properly set it back to Yes NOTE Leave this option set to Yes unless instructed otherwise This option lets the provider send you calls without authenticating Most SIP providers do not authenticate therefore setting this to No may cause problems Qualify Hosts Enabling this option sends a SIP Options packet to this SIP provider every 60 seconds This keeps NAT tunnels open Response latency for these requests are shown in the System Status page Note Do not enable this option if your provider does not respond to SIP Options packets Include user phone in SIP This option has no effect on most SIP providers Enable it if your provider explicitly requests it This adds the string user phone on the end of the SIP URI used in various messages Use Local Address in From Header Leave this set to No Changing it to Yes will violate section 8 1 1 3 of the SIP standard RFC 3261 Only set this to Yes if your pro vider explicitly requests that you violate the SIP standard in this manner If this is Yes Switchvox uses it
32. wait is interruptible Check this box if this is interruptible For details see Interruptible Actions Give Busy Signal This action gives the caller a busy signal for the number of seconds specified The busy signal is not interruptible but it does not hang up the call After it plays the IVR continues as normal Signal Timeout in Seconds Select the number of seconds that the busy signal plays Hang Up This action hangs up the call There are no settings for this action just click Save Settings to save this action and go back to the Current Actions page Dial Extension This action dials an extension The caller leaves the IVR and rings that extension At that point the extension s Call Rules apply Extension to Dial Select a previously set variable or enter an extension Send to Voicemail This action sends the caller to the voicemail box of an extension Extension to Dial Select a previously set variable or enter an extension Send to External Number This action sends a caller to an external number Number To Dial Select a previously set variable or enter an external phone number Outgoing call rules for this number Check the boxes to allow or deny use of each outgoing call rule just as you would for Switchvox extensions See Outgoing Call Rules for details Switchvox Admin Reference Manual 69 PBX Features WARNING Use this action with extreme caution because it can be abused by callers Go To IVR M
33. your operands and the desired operation Select the first variable the operation and the second variable Variable Name for Result Enter a unique name for this variable Set Variable This action sets a variable IVR Variables are temporary variables that are set during a call and are only available to that call During the call the variable and its value can be accessed from all IVR menus Note If you want to set an IVR Variable where the value can be accessed across calls see Set Global Variable Variable to set Select a previously existing variable from the dropdown or enter a unique name in the text field Set to value of Select a System Variable or enter a value in the field If you select a System Variable the value of that variable is now contained in this variable Set Global Variable This action sets a Global Variable Switchvox Admin Reference Manual 71 PBX Features Global Variables are variables that can be accessed from all IVR Menus and whose values persist between calls If a Global Variable s value is changed by an IVR Menu all IVR Menus and all calls will have access to that value Global Variable to Set Select a Global Variable from the dropdown or enter a unique name for this Global Variable Set to value of Variable Select a variable from the dropdown The value contained in the variable is now also contained in this Global Variable Get Global Variable This action stores the value
34. 22736 10 4 1 1 3 6 1 4 1 22736 10 4 2 1 3 6 1 4 1 22736 10 4 3 1 1 1 3 6 1 4 1 22736 10 4 3 1 2 1 3 6 1 4 1 22736 10 4 3 1 3 1 3 6 1 4 1 22736 10 4 3 1 4 1 3 6 1 4 1 22736 10 4 3 1 5 1 3 6 1 4 1 22736 10 4 3 1 6 1 3 6 1 4 1 22736 10 4 3 2 xxx 1 6 1 3 6 1 4 1 22736 10 4 2 number of SIP phones number of reachable SIP phones first phone id first phone extension first phone caller id first phone user agent first phone ip address first phone state details for each additional phone number of reachable SIP phones Switchvox Admin Reference Manual 108 5 Current Calls Diagnostics 1 3 6 1 4 1 22736 10 5 1 1 3 6 1 4 1 22736 10 5 2 1 3 6 1 4 1 22736 10 5 3 1 3 6 1 4 1 22736 10 5 4 1 3 6 1 4 1 22736 10 5 5 1 3 6 1 4 1 22736 10 5 6 1 3 6 1 4 1 22736 10 5 7 1 3 6 1 4 1 22736 10 5 8 1 3 6 1 4 1 22736 10 5 9 1 3 6 1 4 1 22736 10 5 10 1 3 6 1 4 1 22736 10 5 11 1 3 6 1 4 1 22736 10 5 12 1 3 6 1 4 1 22736 10 5 13 1 3 6 1 4 1 22736 10 5 14 1 3 6 1 4 1 22736 10 5 15 1 3 6 1 4 1 22736 10 5 16 1 3 6 1 4 1 22736 10 5 17 6 Telephony Cards total current calls number of calls in state agent_login number of calls in state agent_logout number of calls in state checking_voicemail number of calls in state conference number of calls in state directory number of calls in state faxing number of calls in state intercom number of calls in state iv
35. 2736 10 1 1 software version 1 3 6 1 4 1 22736 10 1 2 max concurrent calls 1 3 6 1 4 1 22736 10 1 3 used feature packs 1 3 6 1 4 1 22736 10 1 4 max feature packs 1 3 6 1 4 1 22736 10 1 5 used extensions 1 3 6 1 4 1 22736 10 1 6 max extensions Switchvox Admin Reference Manual 107 2 VOIP Providers Diagnostics 1 3 6 1 4 1 22736 10 2 1 1 3 6 1 4 1 22736 10 2 2 1 3 6 1 4 1 22736 10 2 3 1 1 1 3 6 1 4 1 22736 10 2 3 1 2 1 3 6 1 4 1 22736 10 2 3 1 3 1 3 6 1 4 1 22736 10 2 3 1 4 1 3 6 1 4 1 22736 10 2 3 1 5 1 3 6 1 4 1 22736 10 2 3 1 6 1 3 6 1 4 1 22736 10 2 3 1 7 1 3 6 1 4 1 22736 10 2 3 1 8 1 3 6 1 4 1 22736 10 2 3 2 xxx 1 8 3 Hardware Status number of VOIP providers number of state Ok VOIP providers first VOIP provider id first VOIP provider type first VOIP provider name first VOIP provider host first VOIP provider account id first VOIP provider call back extension first VOIP provider latency first VOIP provider state details for each additional VOIP provider 1 3 6 1 4 1 22736 10 3 1 1 1 3 6 1 4 1 22736 10 3 1 2 1 3 6 1 4 1 22736 10 3 1 3 1 3 6 1 4 1 22736 10 3 1 4 1 3 6 1 4 1 22736 10 3 1 5 1 3 6 1 4 1 22736 10 3 2 1 1 3 6 1 4 1 22736 10 3 2 2 1 3 6 1 4 1 22736 10 3 2 3 1 3 6 1 4 1 22736 10 3 3 1 4 Phone Status memory used memory total swap used swap total last update memory swap disk used disk total last update disk load 1 3 6 1 4 1
36. 54 Good Low LPC10 22 Poor Medium Video Codecs The video codecs H 263 H 263 and H 264 are available NOTE Video calling is not available over IAX so these codec settings are not avail able in the IAX VOIP Provider section Map Distinctive Rings Some providers let users set different ring tones based on the dialed number but do not pass the dialed number information directly You may have to experiment with this setting and the settings of your SIP provider to get the right phone number associated with the right ring type Call Settings e Enable Jitterbuffer Enable this option to combat network problems A jitterbuffer induces a small delay in call latency to make up for lost or delayed voice packets You may want to enable the jitterbuffer if you have bad network connectivity between Switchvox and the Provider The options are as follows Never It s best to leave the jitterbuffer disabled if you are not having any audio quality problems Switchvox Admin Reference Manual 47 Call Routing When Needed Intelligently enable the jitterbuffer with a dynamic window size when the call is terminated on Switchvox Try this option first if you have audio quality issues Always Always enable the jitterbuffer with a dynamic window size This may be useful if you are using phones or other SIP devices that do not have their own jitterbuffer When Needed with Fixed Window Intelligently enable the jitterbuffer with a f
37. 7 Networking Access Control Access Control Rules The Access Control tool lets you manage which networks have access to Switchvox e Access Control Rules allow network access to Switchvox services based on IP address and netmask The default action is to deny access so if you don t allow a service for a network then the network is denied access to that service e Blocked IPs are automatically blocked by Switchvox This tool lets you see what has been blocked and lets you unblock it It also lets you change the blocking options and search for blocked IPs e Create Access Control Rule The Local Network rule by default allows all traffic for all services The All Net works rule allows traffic for various services depending on your Switchvox configu ration You can modify the services allowed for the Local Network and All Networks tules but you cannot change the name or the network Create an Access Control Rule Click Create Access Control Rule and enter or set the following information for the rule e Enter a unique Rule Name e Enter the network IP address and netmask that the rule applies to e Set access to YES for each service that you want to allow the network to access Never Block IPs Switchvox will not automatically block a network For example you can select YES for Local Network to Never block IPs For details about how Switchvox automatically blocks IP addresses and how to change it see Blocked IPs p
38. 98 Call Reports 99 Switchvox Admin Reference Manual Queue Reports 99 Queue Logs 99 Queue Reports 100 Queue Status 100 Scheduled Reports 101 Server 104 Diagnostics 104 Connection Status 104 Current Calls 106 Server Information 106 Disk Usage 107 SNMP 107 Error Logs 110 Advanced Debugging 110 Technical Support 110 Maintenance 111 Telephony Cards 111 Backups 112 Registration 113 Updates 113 System Clock 115 System Reload 115 Networking 115 IP Configuration 115 Network Proxy Settings 117 Access Control 118 Phone Networks 121 Index 123 Switchvox Admin Reference Manual Setup This section describes the tools under the Setup category These tools will able you to manage your extensions and phones set up call routing and give your administrators the appropriate permissions Extensions 9 Phones 34 Call Routing 39 Admins 61 Extensions The Extensions tools give you a means to create and manage Switchvox extensions They include the following topics Manage Extensions 9 View Extensions 9 Create an Extension 10 Bulk Modify Extensions 28 Import Extensions 29 Groups 31 Managing Extension Groups 31 Extension Group Settings 31 Templates 32 Permissions 32 Settings 33 Manage Extensions When you select Manage by default it displays a list of All Extensions in your PBX system 50 per page with their extension number type and name of the person assigned to the extension You can fil
39. A number of megabytes as a disk space quota This is the maximum number of mega bytes that can be used for voicemail messages and faxes This value can be set for extensions and extension groups e Leaving blank indicates unlimited space e Entering a 0 zero indicates no voicemail or faxes can be stored e Ifa quota is set for a group or groups and for an extension in the group the exten sion s mailbox quota is used e Ifan extension is a member of multiple groups the lowest mailbox quota is used e Ifan extension is not allowed to have voicemail this setting is not relevant Manage Group Members This collector box lets you find and collect extensions and other Extension Groups that belong in this Extension Group Switchvox Admin Reference Manual 28 Extensions To put an extension or Extension Group into the Group Members 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 To delete an item from the collection select it and click the Delete icon 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
40. Diagnostics 85 S Salesforce com 89 sample DTD 73 Schedule Information 101 Scheduled Reports 101 Scheduling a Call Recording 78 Server Information 106 Advanced 107 Single DID Route Settings 56 SIP Phone or SIP Adapter for Analog Phone 8 SIP Phones 105 SIP Providers 44 SMTP Settings 85 SNMP 107 Sound Manager 93 Sound Manager folder 65 Sound packs 94 Sound Prompt Language 10 Sound to Play 65 Store Recorded Sound in Sound Manager 66 SugarCRM 89 Switchboard Panel Permissions 19 Switchboard Panels 88 Switchvox OIDs 107 System Clock 115 System Reload 115 T Technical Support 110 Telephony Cards 111 Time Frames 76 U Unassigned Phones 31 Unconfigured phones 34 Unknown phones 33 Upload Recorded Sound 66 Use 10 digit local dialing 36 yv Video Codecs 47 Viewing amp Playing Recorded Calls 78 Virtual Extension 8 Voicemail 83 Voicemail Notification Email From Address 85 Voicemail Routing 83 VOIP Providers 104 VoIP Providers 44 X XML Response 82 Switchvox Admin Reference Manual 126
41. Extension Type This is the extension type that is used for all of the extensions that are created Extension Template This is the Extension Template that is used to create or update all of the extensions All of the values in the template are used for each of the exten sions in the Extension File On Duplicate Extension This option specifies how to respond when an extension in the Extension File already exists on the system Skip Do nothing with the extension data in the file and skip to the next extension in the file Delete and Recreate Delete the existing extension in the system then create the extension with the values from the file and the chosen extension template Note only SIP Analog and Virtual extensions are affected by this For example if you have a Call Queue extension of 333 and have a line in your file to create an extension of 333 this line in the file is skipped even if you have Delete and Recreate chosen Update Information Update the existing extension with the values from the file and the chosen extension template NOTE the update is only applied if the extension types are the same For example if you have an existing Virtual extension of 100 and have a line in your file to create a SIP extension of 100 this line in the file is skipped even if you have Update Information chosen Import Extensions Evaluation When you click Evaluate Import Switchvox opens your Extension File and evaluates it against the ext
42. Extension is not allowed to have voicemail then setting is not relevant Sound Prompt Language If there are one or more sound packs available in different languages those languages are displayed in this dropdown Select the language that this extension hears e g when calling the voicemail access extension the prompts are in Italian To obtain sound packs for different languages see www switchvox com product_addons For instructions on using sound packs see About Sound Packs page 94 Minimalist Mode This mode presents the Web Suite interface with reduced graph ics If Minimalist Mode is set to Yes the following apply e The background graphic and larger graphics on buttons and tabs are removed e Some text especially in section headers is smaller e Animations are removed Call API Settings The call creation API lets external applications originate phone calls via Switchvox The API is accessed by requesting a specially formed URL This request could come from an external program or by typing the URL into your web browser To use this feature check with your Switchvox administrator Switchvox Admin Reference Manual 10 Extensions Phone Settings Digium Phone Settings These settings enable you to control everything about your Digium phone To assign a Digium Phone to an extension see Digium Phones page 31 Volume levels for the ringer speaker handset and headset are controlled from the volume
43. IAX server This hostname will be used to send registration requests It will also be the host that will send any inbound calls to your PBX If your provider has multiple servers for their AX service you can use the Primary Secondary and Tertiary Outbound Host settings to list them Otherwise the Host name IP Address field will be used for placing outbound calls as well as inbound calls and registration requests Callback Extension The extension to ring when a voice call comes in over this pro vider or channel Callback extensions can be any extension type your receptionist s phone an IVR etc Incoming Authentication Type Select one of these choices from the dropdown MDS plaintext and RSA MDS and plain text use your password for authentication It is preferable to use the MD5 method over the plain text method RSA uses public and private encryption keys to authenticate the provider If you select this option enter the public RSA key in the RSA Authentication Key field RSA Authentication Key Select from the dropdown of available keys or from your computer hard drive Peer Settings Tab The Peer Settings determine the relationship with this provider Registration Type This setting controls registration between this Switchvox and the remote host Provider is the default setting where this Switchvox sends registration to the remote host Client is the setting where the remote host is the client and it sends registrati
44. One reason that the routing might fail is if the extension is denied permission to use the outgoing rule Switchvox Admin Reference Manual 54 Outgoing Caller ID Rules Tab Outgoing Call Diagnostics Tab Call Routing 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 Anextension group If you use a ranged Caller ID rule you can derive an extension s correct caller ID by adding and prepending numbers to the extension For example if you have an extension 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 providers do not work properly with altered Caller IDs Also it is not possible to set Caller ID on regular analog phone lines 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 For example If you were to Enable Diagnosti
45. Overlap dial Overlap dialing sends each digit pressed as it s entered instead of sending the entire number all at once It is safe to leave this option disabled Pause Before Dialing This option adds a slight delay to allow the off hook signal to propagate to the tele phone company before sending down DTMF digits This should not need to be changed PRI Dialplan This controls how outbound calls are sent over the PRI Check with your PRI provider to confirm which method they prefer PRI Reset Interval The default value for this option 3600 is usually correct This controls how often the PRI B channels are reset when they are unused For the vast majority of PRI lines this has no effect on the PRI and is purely done just to be safe However some PRIs in countries such as India may have problems with being reset In that case you may want to enter a value of never PRI Switch Type Your PRI provider should be able to provide you with the preferred PRI Switchtype The most common option is National ISDN 2 sometimes referred to as NI2 Relax DTMF recognition Enabling this option will make the DTMF interpreter much more permissive If you are having trouble receiving DTMF key presses in IVRs with calls over a channel group enabling this option may help Unfortunately it also may result in many more false positives or double keypresses In cases where poor line quality is hampering DTMF detection it is highly recommended to
46. RL A dynamic URL can include IVR Action variables or system variables When using a variable make sure that a previous action has assigned a value to that variable otherwise nothing will be inserted into the URL To add a variable to the URL select it from the appropriate Possible Variables dropdown then click Append The variable will appear in the URL field When the URL is requested each Switchvox Admin Reference Manual 66 PBX Features VARIABLE NAME is replaced with the value of that variable URL Enter the URL to the remote processing script Use the Possible Variables options to append variables to the URL Sound to Send Select a previously defined sound variable from the dropdown Timeout in Seconds Select the number of seconds to try connecting to the URL If Switchvox cannot connect with the remote script within that time Switchvox will quit trying and go on to the next action in this IVR Merge Sounds This action merges multiple sounds together into one sound variable Sounds To Merge Use the Existing Sounds and Sound Variables options to put sounds into the boxes numbered 1 through 10 The sounds are merged in this order Variable Name for Merged Sound Enter a unique name for this sound variable one sound that includes all of the above sounds merged Play Sound From URL This action downloads a WAV sound file from a URL then plays the sound You can enter a static URL that is always the same
47. This displays the Create Extension Permissions Mapping page On this page you choose the type extension group or individual extension who will be the Permission Holder and the type extension group or individual extension who Switchvox Admin Reference Manual 29 Extensions will be the Permission Target Then you specify the permissions The following are options Can View Calls Let the Holders view the caller ID of the target s current calls Can Record Calls Let the Holders record the target s current calls Can Monitor Calls Let the Holders silently listen in on the target s current call This includes monitor whisper or barge Can Pickup Ringing Calls Let the Holders answer a call that is ringing the tar get s extension Can Intercom Let the Holders initiate an intercom connection with the target extension f When finished click Save Extension Permission Mapping The Extension Permis sion page is re displayed showing the new mapping Settings The Extension Settings page allows you to set the default extension settings by speci fying the following Extension Length Select 3 4 5 or 6 digits This is the length of the extensions in Switchvox Changing this number does not change existing extensions NOTE If you specify an extension length that is longer than some existing exten sions there may be a slight delay in internal dialing For example if you call a 3 digit extension Switchvox waits a mome
48. Unassigned Phones Digium Phones on the network that do not already have a Switchvox extension assigned to them e Assigned Phones and Extensions Displays the following MAC Address for the Digium Phone Model number for the Digium Phone Configured By indicates if the assignment was created by the Server the Switchvox Web Suite Bulk Import or the Extend API or by the Phone itself using the numeric keypad to select the extension for Line Key 1 Server based assignments cannot be changed from the phone itself User Details indicate the extensions assigned to the phone Line 1 must be a Switchvox phone extension but lines 2 6 depending on the model of your Dig ium Phone can be a Switchvox extension or an external extension e Ignored Phones and Extensions Digium Phones or Switchvox extensions that you do not want to assign and you do not want to see in the Unassigned lists If Switchvox Admin Reference Manual 31 Phones you want to delete a Digium Phone entirely from Phone Assignments first ignore it then you can delete it Quick Create Assignments The Quick Create Assignments button lets you assign multiple phones and extensions quickly Using this option the extension is always assigned to Line 1 This is most useful if you have a barcode scanner so that you can scan each phone box and easily associate it with the correct extension The Populate Unassigned Extensions button allows you to add all unassigned phone
49. able Name Select a previously defined sound variable or enter the name of the new variable Play Recorded Sound This action plays a previously recorded sound to the caller Recorded Sound to Playback Select a sound from the dropdown The dropdown includes all sound variables that have been previously set in this IVR Send an Email This action sends an email message You can include IVR and System Variables in the message and you can attach a sound file Email Address to Send To Select a variable that contains the email address or enter an address in the text box From Email Address Select a variable that contains the email address or enter an address in the text box Email Subject Enter a subject in the text box You can use IVR and System Switchvox Admin Reference Manual 65 PBX Features Variables to include text that is specific to this call Email Body Enter the text for the body of the email message You can use IVR and System Variables to include text that is specific to this call Sound Attachments Select a sound from the dropdown then click Attach Sound to Email The sound name is displayed with a remove button Send Recorded Sound to Voicemail This action sends a sound to a folder in an extension owner s voicemail Mailbox Extension To Send Sound To Select a previously defined variable or enter an extension in the text field Variable of Sound to Send Select a previously set sound variable
50. age 119 Web Admin Portal The Switchvox Admin Tool Suite Web User Portal The Switchvox User Tool Suite for extension owners Admin API API calls to Admin tools User API API calls to User tools Printing Printing to Switchvox including printing files to be faxed IMAP The Switchvox IMAP server for voicemail and faxes XMPP Server Jabber XMPP chat server traffic XMPP Client Jabber XMPP chat client traffic SIP SIP traffic IAX JAX traffic NTP NTP traffic Network Time Protocol SNMP SNMP traffic If you want to monitor Switchvox using SNMP make sure this service is checked For information about the OIDs that Switchvox publishes see SNMP page 107 The Local Network rule by default allows all traffic for all services The All Networks rule allows traffic for various services depending on your Switch vox configuration You can modify the services allowed for the Local Network and All Networks rules but you cannot change the name or the network Switchvox Admin Reference Manual 118 Networking Digium Config Server The phone configuration server for Digium Phones This must be On to allow access from a remote Digium Phone meaning Digium Phones on an external network Blocked IPs Switchvox automatically blocks an IP if it is attempting to log in or reg ister a phone with a bad username and password This is based on the assumption that if someone is trying to reach Swi
51. age 78 When ready to begin click Create Backup WARNING The backup process may take several minutes depending on the amount of content Do not click any links or buttons during the process After the backup is finished the Backups page is displayed with the new backup listed in the Backups table Click Download to save the Backup which may include multi ple files Store the Backup in a location from which it can be easily accessed if neces sary to restore your system Set Up Automatic Backups This tool displays the Automatic Backups page Enter the following information e Day and Time Set the day of the week and time to run the backup process e Number of Copies Enter the number of backups to store When this number is exceeded the oldest backup is deleted from the FTP host e FTP Information Set the hostname of your FTP server the username and pass word you use to access the server and the path to the directory to store the backup files Click Test FTP Settings to test this information to be sure your backup files can be transferred e Optional Components Select optional files and logs you want to include in the backup After you have entered the backup information click Save Settings To disable automatic backups clear the FTP information then click Save Settings Switchvox Admin Reference Manual 112 Maintenance Upload and Restore Backups Be absolutely sure you want to restore your system from any backup
52. alerts and options to renew your subscription If you renew your subscription those alerts go away Or you can turn the alerts off at any time Switchvox Software Updates If the Updates page says that no updates are available for your system then you already have the newest version of the software If there are one or more updates listed on this page each one is listed with a more info link that displays the release notes for that update The release notes describe the new enhancements in the update and any issues that are resolved in that update Each update has two actions Download and Download and Apply Download This option downloads the update to Switchvox with a progress indicator so that you can see how long it will take After the download is complete the update is Switchvox Admin Reference Manual 114 Networking ready to be applied and the button Apply This Update appears You can apply the update whenever it is convenient After you apply an update the files for that update and any previous updates that you may have downloaded are removed from Switchvox Download and Apply If you click Download and Apply the update is downloaded to Switchvox and immediately applied System Clock System Clock shows you the current time zone and time setting By default Switch vox uses NTP to retrieve its time settings Unless you have a particular reason to change this leave your clock set to the default NTP setti
53. are If a remote phone cannot reach your Switchvox to get phone firmware the phone will get the firmware from Digium s servers Port 443 for getting additional files and accessing Switchvox s API Port 5062 for getting configuration information Normally a phone just uses port 5060 for all of these activities and for handling calls However if set to YES the phone uses those ports as indicated This is useful because those protocols are better suited for those activities That s why the default phone net work Internal is set to YES VLAN Discovery Mode LLDP is the default In this case a Digium Phone uses LLDP to discover Virtual Local Area Network information If the phone does not get a response from LLDP it will assume that there is no VLAN VLAN information cannot be obtained via DHCP Manual allows you want to set a specific VLAN ID and QoS priority number for the phone to use The VLAN configuration information attributes are Ildp med policy vlan vid lldp med policy priority None should be selected if you do not want the phone to attempt to use LLDP and you do not want the phone to use a specific VLAN ID and QoS number Switchvox Admin Reference Manual 121 Networking PBX Address Switchvox s IP address to be used by a Digium Phone located on this network The default Phone Networks entries Internal and All Networks are automatically updated so that Host Address is the same as Switchvox s internal and exte
54. bar on the phone itself NOTE The settings are also available in Extension Templates and Bulk Modify for your convenience Line Label is the label displayed on the phone s Line Key for this extension You can enter a specific label or use variables to describe what the label should be Variables are useful in Extension Templates so you do not have to set a unique label for each extension Msgs Button Action is the action that happens when the Msgs button is pressed Use Open Visual Voicemail to use the phone Voicemail application to navigate via the phone display or use Dial Voicemail Extension to call the voicemail sys tem extension default extension number 899 and navigate via sound prompts Idle Screen is the image that displays on the phone s idle screen Display Missed Calls Notification If this is YES a Missed Calls notification is displayed in the top left corner of the phone display If this is changed on the phone itself using Preferences then you will no longer be able to change it here in the web based suite Brightness and Contrast control the phone display If this is changed on the phone itself using Preferences then you will no longer be able to change it here in the web based suite Backlight Dimming If this is YES the phone s backlight will dim to the specified level after the phone is not in use for the specified number of seconds If this is changed on the phone itself using Preferences then you will no longe
55. can create a MOH group with announcements about spe cial offers and assign that group to your sales call queue The default MOH group is a selection of classical songs You can add songs to this group and delete any songs that you don t want Switchvox supports MP3 and Ogg Vorbis codecs for MOH files This means that any file you want to use for MOH needs to end in mp3 or ogg or it won t play properly The MOH Main page lists All Songs in MOH For each song it lists its group play order and date added To sort by column data click that column name and click it again to toggle ascending descending order You can also play the files e To list all of the groups select All Groups and click Go e To list the songs in a group select the group name and click Go Adding a Group To add a new group select Group from the Add New dropdown then click Go This displays the Create Music On Hold Group page Enter select the following Group Name A unique name for this group Description a unique name for this group Play Volume Select Soft Normal Loud or somewhere in between on the adjustable slide bar Play Order Select Chosen Order which plays in the order displayed in the list or Random which randomly plays all the songs in the list Switchvox Admin Reference Manual 91 Media When finished click Create Group to save your new group and go back to the Music on Hold page A success message indicates the group wa
56. cancellation is handled by Switchvox For details about those settings see Advanced Options page 38 under Channel Groups Echo Reduction This tool allows Switchvox to run a series of tests after which it calibrates the analog lines to the results Click Remove Echo Reduction Settings to Switchvox Admin Reference Manual 111 Maintenance revert the settings back to their default values We recommend running Echo Reduc tion if you move lines to other ports or add new lines NOTE Running this tool causes your system to go offline for approximately two minutes per analog line Any current phone calls are dropped and any agents logged in to call queues are logged out Backups The Backups tool lets you create and download a backup file containing much of the data and audio files for Switchvox This file may be used at any time to restore Switchvox to the same state it was in at the time the backup was created NOTE Always backup your Switchbox system before making any changes to it including restoring the system from a backup IMPORTANT A best practice for backups is to schedule a daily automatic backup that stores the backup file on an FTP server For details see Set Up Automatic Backups page 112 Create a Backup This tools displays the Create Backups page Select any optional components you want to include in the backup NOTE Call Recordings are backed up separately For details see Call Record ing p
57. changed to match the devices they are connected to You cannot have both FXS and FXO channels in the same group However you can create more than one group per signaling type FXO Foreign Exchange Office with Kewlstart signaling Select this option if you are connecting normal analog phone lines from the phone company into your PBX This option can also be used with certain T1 lines or T1 channel banks in rare instances FXO Foreign Exchange Office with Loopstart signaling Do not use this option Use FXO with Kewlstart instead Kewlstart is fully compatible with Loopstart and will detect hangups on most lines which the Loopstart option does not do FXO Foreign Exchange Office with Groundstart signaling Groundstart is an alternate type of signalling used with analog phone lines from the phone company Groundstart phone lines are slightly unusual so double check with your provider before selecting this option Switchvox Admin Reference Manual 37 Callback Extension Default Fax Extension Advanced Options Call Routing FXS Foreign Exchange Station with Kewlstart signaling Select this option if you are connecting a normal analog handset to an FXS port of an analog card FXS Foreign Exchange Station with Loopstart signaling It is recommended to use the Kewlstart option instead of Loopstart FXS Foreign Exchange Station with Groundstart signaling Select this option if you are connecting a groundstart FXS device s
58. click to select two or more items that aren t together in order e Click an item and then Shift click another item to select both items and all items between them Templates Extension Templates contain almost all of the same settings as the Phone and Virtual Extensions except for the personal information of the extension owner Templates even contain the membership in Extension Groups so using well defined Templates and Groups 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 match 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 and then modify the extension to change one or two set tings Permissions The Extension Permissions page displays the existing extension permission mappings in a table that includes extension holders their respective target extensions and the associated permissions You can modify the information or delete the mapping entirely If you need to create a permission mapping click the Create Extension Permissions Mapping button
59. could block your phone from accessing Switchvox NOTE If a SIP phone is not in a Registered state click its Diagnose button to run a diagnostic tool for that phone External Phones Phones are considered External if they are not on the same network as Switchvox This generally means they have to connect to Switchvox over the Inter net or they are located on a separately partitioned network External phones cannot go through the full diagnostics because Switchvox does not have direct access to these phones Finding the IP Address of your SIP Phone To run the diagnostic tool you need to know the IP address for your phone Switchvox Admin Reference Manual 105 Hardware Devices Fax Print Jobs Diagnostics Polycom Soundpoint IP 300 301 500 501 600 601 Each phone is set up to obtain its IP address via DHCP You can find the IP address of a Polycom phone by pressing the Menu button on your phone Then on the LCD screen of your phone highlight Sta tus and press select and then highlight Network and press select again then high light TCP IP Parameters and press select Now find the line that starts with IP and write down the IP Address Sipura ATA Connect a phone to the jack labeled Phone 1 on the front of your ATA Then on the phone dial you will then hear a voice say Configuration Menu Then dial 110 and it will read back the IP address of your ATA This tool lists all the channels on the ha
60. cs and then dial an internal extension 800 instead of connecting the call the system would read back You have dialed eight zero zero This call will be sent to outgoing rule number seven This rule will send the call to extension eight zero zero Press one to attempt this call through rule number seven As outgoing calls become more complex by trimming or appending digits altering Caller ID or matching multiple outgoing call rules the diagnostic information provided will become more complex Listening to the diagnostic information and following the voice prompts provides insight into the path that calls are taking in the system to solve calling problems or unexpected call behavior taking place in the system For example the diagnostic may reveal that a call is using the wrong rule 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 rule make sure the extension you are placing the call from has permission to call through that rule see Outgoing Call Rules page 53 Incoming Calls The Incoming Calls tools let you manage incoming call rules and routes via two tabs DID Routes the default and Caller ID Rules A DID Route maps numbers coming in Switchvox Admin Reference Manual 55 DID Routes Tab Call Routing on a
61. ctive Ring Hint is used by an extension s Distinctive Ring Rules These let an extension owner set up different Ring Actions depending on the call To remove a distinctive ring hint e Use the value of an existing variable Select a variable from the dropdown The hint that is removed is the value of this variable e Select an existing Ring Hint from the dropdown Select a Hint from the dropdown If you do not have any IVR actions of Set Distinctive Ringtone Hint this drop down is not available e Clear all Distinctive Ring Hints Check this box if you want to remove all distinc tive ring hints that were previously set in this IVR NOTE Distinctive Ring Rules are only available on Polycom phones Option Number Select a number or the key This what the caller presses to select this option New IVR Menu Select the IVR menu the caller is sent to when the Option Number is pressed IVR Menu Entry Point Select an Action that is in the VR menu You don t have to start at the beginning of the menu Enable Extension Dialing Let the caller dial an extension number during this IVR For example the IVR might play a sound if you know your party s extension please dial it now This setting enables that feature To specify which extensions can be dialed from this IVR enter an Extension Group that includes the extensions that you want to allow Normally IVR Menus only allow single digit options However if this setting i
62. d this setting is five the call goes to that member s voicemail and not to the next member of the queue e Some phones may stop ringing and give up after some number of seconds or rings If this setting is a large value above 60 and you notice the phones stop before that number of seconds you might want to try to change your phone to increase this limit Switchvox Admin Reference Manual 16 Extensions Seconds to Wait Between Members This is the maximum number of seconds a queue member s phone can ring before the system goes on to ring the next member of the queue NOTE If you set this to a low number and have a large Ring all queue or a queue in which no one is logged in there is potential for system performance issues because the system keeps trying to find someone to answer the queue call Unless you have a specific reason for doing so leave this value at the default of 5 Seconds for Wrap Up This is the minimum amount of time in seconds after dis connecting a call before the agent can receive a new call from the queue For example if this is set to 10 an agent s phone will not ring again for at least 10 seconds after completing a call Pickup Announcement This is the selected language and a sound file to play when a queue member answers a queue call After this sound is played the queue member is connected to the caller This sound lets the queue member know that the call is from a queue and which queue This i
63. defined behavior Return empty XML for this request New Voicemail On Checked Voicemail Triggered when an extension checks its voicemail This event could be used in conjunction with the On New Voicemail Event to track new voicemail messages and implement an escalation policy Note Setting XML values in the response to this request results in undefined behavior Return empty XML for this request On Agent Logged In Triggered when a queue member logs into a queue On Agent Logged Out Triggered when a queue member logs out of a queue On Call Hangup Triggered when a call is hung up This event can be used in conjunction with the JOB_ID variable to record the completion of calls that invoked previous URL events Note Setting XML values in the response to this request results in undefined behavior Return empty XML for this request On Outgoing Call Triggered when a call is created This event applies to calls to external numbers and all Switchvox extensions Variables Switchvox events can submit various information about calls To do this you use variables in the URL Not every variable is available in every event check the Acceptable Variables dropdown on each event so be prepared to handle an empty variable Here is the complete list of all of the variables for all event types CALLER_ID_NUMBER Phone number from caller ID including area code CALLER_ID_NAME Name from caller ID EXTENSION Internal extension associated with the ev
64. ders e Number of digits to trim Enter the number of digits to trim from the front of the phone number e Derive Resulting Extension by adding this to the trimmed call Enter a value to add to the result or you can leave this blank To create a new Incoming Caller ID Rule click either Create Call Transfer Rule or Create Block Number Rule Create Transfer Call Rule This option lets you create a rule that transfers certain callers to a specific extension For example you could route all calls from a vendor whose phone number is 8005554321 to the extension for your purchasing department Note All phone numbers used in an incoming call rule must be exactly as they appear in your caller ID This number is usually the full 10 digit number which includes the area code To create a new incoming call rule enter select the following information e Rule Name to identify the rule e Note Clarifying information regarding the rule e Incoming Number Type from the dropdown Options are Phone Numer or Prefix e Incoming Number Enter the phone number or prefix that you want to affect e Extension to Transfer to Enter the extension the call should be transferred to e Timeframe Select Any Time During Business Hours Outside Business Hours or Weekends Only from the dropdown For more information see Time Frames page 76 When finished click Save Call Transfer Rule and a message is displayed indicating the new rule was successfu
65. digium Switchvox Switchvox Administration Reference Manual Switchvox SMB version 5 5 2012 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 630 00003 A Contents Setup 6 Extensions 6 Manage Extensions 6 Groups 28 Templates 29 Permissions 29 Settings 30 Phones 31 Digium Phones 31 Phone Feature Packs 32 Call Routing 36 Channel Groups 37 VoIP Providers 44 Outgoing Calls 53 Incoming Calls 55 Admins 58 Manage 58 My Account 59 Switchvox Admin Reference Manual Tools 60 PBX Features 60 Interactive Voice Response IVR Editor Managing IVR Menus IVR Actions 62 Time Frames 76 Call Recording 78 Digium Addon Products Event Triggers 80 Voicemail 83 Notification 85 SMTP Settings 85 Templates 85 Extension Features Contacts 87 Distinctive Ringtones 88 Switchboard Panels 88 Media 91 Music On Hold 91 Sound Manager 93 Reporting 98 Call Reports 98 Concurrent Calls 98 Call Logs
66. e This resets your SSL certificate You can only do this from here at the server Tech Support Access This lets Switchvox technical support representatives log into your Switchvox Appliance You can also do this from Reporting gt Diagnos tics Tech Support see Technical Support e Restore Web Access This restores local network access to the Web based Switch vox Admin Tool Suite If you turned off this access in the Local Network rule in Access Control you can turn it back on using this option You can only do this from here at the server e Reset Admin Passwd This resets the main Admin password user name admin to admin which is the default password You can only do this from here at the server e Unblock Local IPs This removes the block s for the local network That means any Blocked IPs where the first 3 sets of digits match the first 3 sets in Switchvox s IP e g a 24 CIDR You can only do this from here at the server See also Blocked IPs e Change LCD Passwd This lets you set or change the password for the LCD Panel If you cannot remember your LCD password you can clear it using the Admin Suite see Managing Physical Access to the Server You can only do this from here at the server and it is only available if you have an Appliance with an LCD Panel e Lock LCD This immediately puts the LCD Panel in password request mode You can only do this from here at the server and it is only available if you ha
67. e To use this option you must have an HPEC license installed Acoustic This experimental echo canceller is tuned for acoustic echo While good on paper this method of cancellation hasn t worked very well in practice Fax Buffer Policy Set the Fax Buffer Policy for this Channel Group To turn this option off select Dis abled The default is Half This option lets you set a buffer policy to prevent fax failures on high latency systems See the related option Number of Fax Buffers page 42 Switchvox Admin Reference Manual 40 Call Routing You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80 Fax Detection Set the Fax Detection for this Channel Group For more information see About Fax ing Both Detect incoming and outgoing faxes and behave appropriately No Do not detect incoming or outgoing faxes Incoming Detect incoming faxes and behave appropriately Do not detect outgoing faxes Outgoing Detect outgoing faxes and behave appropriately Do not detect incoming faxes You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80 Fax Error Correction Mode Error Correction Mode ECM The default is to leave this feature enabled Hang up on Polarity Switch Some countries most notably Australia signal remote hangup by switching the polar ity of the line
68. e Enter an extension number or search for the extension that you want e After each phone has the correct extension check its box and click Confirm Checked Phones Switchvox pushes out the final configuration to each phone and sends a command to each phone to reboot again After your phone has finished rebooting and is back online it is in the Configured Phones list If you want to assign additional lines to this phone you can do that on the Configured Phones page The phones are now on the Configured Phones list on the Phone Setup page Each time a configured phone reboots it receives configuration updates and its user s spec ified Phonebook see the Extension Owner User Guide Phone Features page 12 To modify a configured phone click its Modify icon Main Line Set an extension and an alternate host for this phone Additional Lines To add a line enable it then specify whether this is a Switchvox Extension or not and then enter the extension information e Ifit is a Switchvox extension you just need to enter that extension number e Ifitis not a Switchvox extension you can enter host name alternate host name if available Port User ID and Password If Switchvox cannot discover your phone you cannot see your phone in the Unknown Phones list you need to manually point the phone to the Switchvox server Switchvox Admin Reference Manual 34 Phone Setup Options Phones Polycom phones e Reset the
69. e day Select the report breakdown then select at least one queue to report on To select multiple queues hold down the CTRL key and click on the queues Call Queue Member Queue Member reports can be broken down based on talk time member date and Reports duration Select the report breakdown then select at least one member to report on To select multiple members hold down the CTRL key and click on the members Queue Status Queue Status provides real time information for each call queue in Switchvox e Overall statistics e Member status and statistics e Calls waiting in the queue The information in Queue Status is only for one day For historical information see Queue Logs or Queue Reports Statistics Queue Statistics show you how a queue has been functioning for the following cate gories Current Calls Waiting Calls waiting in the queue Completed Calls Calls answered by a queue member Abandoned Calls Calls in the queue but hung up before being answered by a queue member Redirected Calls Call was redirected out of the call queue or the caller pressed 0 key or the call reached maximum timeout or the call was sent the maximum number of times or the call queue was at its maximum length Longest Queue Length Largest number of calls waiting in the queue at one time Switchvox Admin Reference Manual 100 Member Status Current Calls Waiting Queue Reports Average Entry Position Average posi
70. e new IVR Click Create IVR Menu Switchvox Admin Reference Manual 61 Modifying an IVR Menu IVR Tree IVR Menu Details PBX Features This displays the IVR Editor page with a message indicating the new IVR Menu was created The new menu is displayed in the IVR Tree and IVR Menu Details After you are done building your main IVR you need to create an extension that reaches it For details see IVR Extensions Also if you want all calls from your phone service provider to go to your main IVR you can set that provider s Callback Extension to the extension of your main IVR To modify an existing IVR Menu select it from the Modify Existing IVR Menu dropdown The dropdown presents your IVRs in two sections IVRs that have an extension number and IVRs that do not have an extension number After selecting a menu the IVR Tree and Menu Details including Actions and Options are updated with information for the selected VR Menu The IVR Tree displays an overview of the selected menu IVR Actions are listed first with various icons to indicate the kind of action The last action in the list is always Listen for options which cannot be modified or deleted This is the action that handles the IVR Options IVR Options are listed inside folder icons Options are an entry point into another IVR When you click the plus next to an Option folder it expands and displays the actions in that IVR menu Click on any action folder or option
71. e server configuration from a local keyboard Check this box if you do not want anyone to be able to connect a keyboard and monitor to the Switchvox server and make changes to the server configuration This means that the LCD Panel is the only way to access Switchvox s Basic Server Functions You can set a password to protect the use of the LCD Panel Clear LCD Password Click this button to clear the password for the LCD Panel This means that anyone with access to the Switchvox server can use the LCD Panel to configure Switchvox s Basic Server Functions without entering a password There are several functions that can or must be done at the Switchvox server those functions are listed here Use the LCD Panel on your Appliance if there is one or con nect a keyboard and monitor to the Appliance e View System Info This displays the URL of the Switchvox Admin Tool Suite e Configure Network This lets you change your network settings These are the same options that you used when you first set up your Switchvox server see Con figuring Your Network Installing Switchvox You can only do this from here at the server e Reboot PBX This reboots Switchvox You can also do this from Server gt Mainte nance System Reload see System Reload Shutdown PBX This shuts down Switchvox and turns off the power on the appli ance You can also do this from Server gt Maintenance System Reload see Sys tem Reload e Reset HTTPS certificat
72. e this feature enabled e Minimum transfer rate for fax transmissions Minimum transfer rate used dur ing fax rate negotiation The default minimum transfer rate is 2400 e Maximum transfer rate for fax transmissions Maximum transfer rate used dur ing fax rate negotiation The default maximum transfer rate is 14400 e Maximum expected T38 packet delay The result of this specification is that all T38 packets are padded to prepare the fax stack for the specified delay As long as the packet delay is less than or equal to the specified value the fax stack will not realize that there is an actual packet delay because of the packet padding The default value of 800 milliseconds should cover most use cases Fax Detection This option describes the method of fax detection The default is Yes Yes Detect incoming faxes based on the receipt of a CNG tone or a T 38 invite CNG Detect incoming faxes based on the receipt of a CNG tone T 38 Detect incoming faxes based on the receipt of a T 38 invite without CNG tone No Do not detect incoming faxes You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80 Error Correction Mode for T 38 Faxes Error Correction Mode ECM The default is FEC Initiate T38 reinvite after timeout This option initiates a T 38 re invite if it is not received within 10 seconds The default is Yes Enable Audio Failover This optio
73. eer can place outbound calls through this PBX Use the check boxes to assign which outgoing rules apply to this peer Check the Allow box to apply the rule to this peer s inbound calls Check Deny to block all calls that match that rule such as blocking all long distance numbers To bypass a rule leave both options unchecked See Outgoing Calls page 53 for more information about each outgoing rule Caller ID Settings Caller ID Name Caller ID Number Enter a name and phone number to display as your Caller ID when making outbound calls with this provider WARNING Setting this field may cause all outbound calls to fail be sure that your provider supports this feature If your provider does not support this feature clear the Caller ID Name and Caller ID Number fields Connection Settings Tab The Connection settings determine how the connection is established with this pro vider Primary Secondary Tertiary Outbound Hosts Some JAX providers use different hosts for registration incoming and outgoing calls If your provider has multiple hosts for placing outbound calls you can use the Primary Secondary and Tertiary Outbound Host fields to specify them If these are left blank the PBX will use the host specified in the Hostname IP Address field for outgoing calls Incoming Password If this provider uses passwords for incoming call authentication and the password is different from your account password specify it here This co
74. egistration 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 which you will need if you call Switchvox Technical Support If you have not yet registered Switchvox please do so Updates This tool displays the following information about Switchvox e Current Switchvox software version number e Maximum number of extensions and concurrent calls e The expiration date for Subscriptions e Any Switchvox software updates that are available for you to apply Switchvox Admin Reference Manual 113 Maintenance Phone Feature Packs Phone Feature Packs let you easily configure your phones for use with Switchvox and offer great tools for customizing your phones You need one Phone Feature Pack per SIP phone Please see your reseller for instruc tions on purchasing and activating more Phone Feature Packs If you purchased your phones with Switchvox then each phone already has its own Phone Feature Pack and is already configured for use with Switchvox Phone Feature Packs are not necessary for any other type of extension A Switchvox Phone Feature Pack offers the following features e Customized phone displays Customize some of the information displayed on your phone See Phone Features page 12 in the Switchvox Extension Owner User Guide e Status Indicators Set a line status indicator light on your phone This can sho
75. ensions that already exist The results are shown with how many extensions will be created how many are dupli cates what will be done with those duplicates and how many are invalid and cannot be created Switchvox Admin Reference Manual 27 Extensions If you have invalid extensions check your Extension File for formatting problems or errors Be sure your extension numbers are the same length as specified in Setup gt Extensions gt Settings If you want to proceed with the import click Yes Process Extensions Groups Manage Extension Groups Extension Group Settings Extension Group tools enable you to group extensions together so you can apply changes and features to many extensions at a time The All Extensions group includes every extension in Switchvox If you add an exten sion it is automatically included as a Group Member This group cannot be modified Create Extension Group adds a new extension group The Modify icon for the group lets you select the group you want to modify and dis play the Modify Group page The Delete icon for the group selects the group you want to delete and displays the Delete Group page Click Yes Delete Extension Group to remove the group Mouse over the Note to see the Note that was added for a Group Name A unique name for this group Note A descriptive note for this item This is displayed when you hover over the note icon Voicemail Fax Mailbox Quota MB
76. ent EXTENSION_TYPE The type of the extension associated with the event For the list of extension types see Extension Types Switchvox Admin Reference Manual 81 XML Response PBX Features FEATURE_DATA The data entered after a feature code For example in 62204 you have an EXTENSION of 62 an EXTENSION_TYPE of feature_monitor and a FEATURE DATA of 204 INCOMING _DID Phone number dialed by an external caller May be empty for internal calls or calls over certain analog lines that do not provide the DID VM_DUR The duration of the voicemail message in seconds VM_MSGNUM The unique message number for this voicemail message VM_MAILBOX Extension associated with the event s voicemail box VM_DATE The date and time of the voicemail message QUEUES A comma separated list of the queue account_ids being logged in to or logged out of In the case where the user is being logged out of all queues the list will only contain the list of queues the user is a member of EVENT_TYPE Event type that has been triggered This is useful for the Default URL which receives POSTs from any of the event types JOB_ID Unique ID of the call Note This string of digits is not a numerical value 99 100 is not equal to 99 1 This variable is useful for correlating multiple events and also certain IVR requests For some events the remote web application can return XML that instructs Switchvox to perform operations on the call He
77. enu Action This action sends a caller to another IVR menu This can also be used to jump or return to an action in the current IVR menu Go To IVR Menu Select the IVR menu to send the caller to IVR Menu Entry Point Select an Action that is in the VR menu You don t have to start at the beginning of the menu Record Digits This action records digits the DTMF tones pressed by the caller The digits are saved in a variable Beep before recording Select Yes if you want a beep sound to play before recording begins This lets the caller know they should start pressing buttons Stop recording after this many digits Enter a number from 0 to 255 Recording stops when the caller has pressed the maximum number of digits or the pound key If this is 0 the recording continues until the caller presses or presses 255 digits Recorded Digits Variable Name Select a previously set variable or enter a unique name for this variable Say Digits Letters This action plays digits and or letters to the caller Each digit or letter is read individually For example one four four five or L IK E If you want to say one thousand four hundred and forty five instead use the Say A Number action If you want to say words use a sound variable Digits to Say Select a variable that contains the digits and or letters to say or enter the digits and or letters in the text field Say A Number This action plays a n
78. erence Manual 64 PBX Features Folder Select the Sound Manager folder where this sound is located Language Select the language for this sound Current Language is the default and is the language that was previously set in the IVR The default is English Sound to Play Select the sound to play This sound is interruptible Check this box if this is interruptible For details see Interruptible Actions page 64 Play Sound Advanced Options If you want to decide which sound to play based on a sound ID stored in a variable click on the Show Advanced Options link This lets you select variables that have been previously created using the Set Variable action Make sure that the value in the variable is a sound ID from the Sound Manager or this action will not be able to play the sound Record Sound This action records a sound from the caller and saves it in a variable The sound variable can be used later on in the IVR menu for actions such as playing or uploading When a caller reaches a Record Sound action Switchvox plays a beep and then begins recording Recording stops when the caller presses the key hangs up has recorded too much silence or has reached the total minutes of recording time Stop Recording after sections of silence Enter the number of seconds of silence allowed before recording stops Stop Recording after total minutes Enter the maximum number of minutes to record Recorded Sound Vari
79. erence Manual 67 PBX Features Conditional Clause This action is a conditional statement used to send callers to another IVR menu if the statement is true A Conditional Clause action has three parts the variable to evaluate the criteria to use and a value to compare against If your variable contains text you can only use the criteria Equals or Does Not Equal The other criteria are only for use with a variable that contains numbers Also the text you enter is case sensitive so RINGING does not equal ringing If your variable contains numbers you can use any of the criteria If Select the variable to evaluate the criteria to use and a value to compare against Then Go To IVR Menu Select the IVR menu the caller should be sent to if the above statement is true At Entry Point Select an action that is in the above IVR menu You do not have to start at the beginning of the IVR Time Based Clause This action checks the current date day and time and matches it against the Time Frame If the current time is within the Time Frame then the caller is sent to another IVR See Time Frames page 76 for instructions on creating and modifying Time Frames For example if the current time is within your Time Frame Outside Business Hours you can send callers to the VR that plays a sound asking the caller to leave a message or call back during business hours If the current time is within the time range Select
80. es in over this provider or channel Callback extensions can be any extension type your receptionist s phone an IVR etc This is the extension to ring when a call comes in over this provider or channel and is identified as a fax Switchvox only identifies T 38 faxes over SIP providers A fax coming in over an IAX provider or a channel or a fax using a different standard may not be identified as a fax It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Switchvox Admin Reference Manual 38 Call Routing Aggressive Echo Cancellation This option enables aggressive echo suppression in the Analog echo canceller This is done by making the line half duplex or by muting the party that is not actively speaking While this does eliminate echo it might cause other problems such as not being able to interrupt a speaking party or clipping on the leading and trailing edge of speech Setting this option to run for the first 5 seconds of a call is an effective way to eliminate echo that eventually trains out Otherwise it s best to keep this option disabled Apply Noise Reduction Filter This option applies a filter on calls to reduce analog line noise This can improve quality on very old analog lines in rural areas Before enabling this option it s best to call your provider to see if they can improve the signal quality or strength from thei
81. es that may result in dropped calls Echo Cancel This option enables or disables echo cancellation on the system We strongly recommend setting this option to Yes Setting this option to No will disable both software echo cancellation and any onboard hardware echo canceller on the given card Echo Cancel when bridging TDM channels This option controls echo cancellation for calls that enter Switchvox on one hardware channel and exits Switchvox on another hardware channel IE this affects calls that do not touch any VoIP Providers or SIP handsets Calls of this nature do not normally need echo cancellation so it is safe to leave this option to the default of No Note that this setting does not apply to calls to normal SIP handsets Echo Canceller Tail Length This controls how long the canceller should listen for echo to return It is best to use the smallest value possible For analog lines echo is usually in the 64 or 128 range For T1 lines 128 or greater Echo Canceller Type Different echo canceller types may perform better in certain situations Analog A good general purpose echo canceller that works best on analog lines or on T1 lines with shorter echo tails This is the default echo canceller and is a good place to start T1 This echo canceller works best on T1 lines with long echo tails but may also out perform other types in certain analog environments HPEC Digium Inc s High Performance Echo Cancellation softwar
82. extension For information about the extension num ber length see Settings page 30 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 Switchvox Admin Reference Manual 15 Extensions In Order Ring queue members in order always starting with the first member in the list Queue Members 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 As you type a name or extension number into the text field Switchvox offers sug gestions of matching extensions e Find icon displays 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 windo
83. file before clicking a Restore option because restoring your system from a backup file causes the following to happen Your current Switchvox configuration is overwritten with the contents of the selected backup file All current calls are dropped All agents will be logged out of queues All data created since the backup was created will be lost including extensions and voicemail e Restoring From the List If the backup file you want to use is listed in the table of Backups you can restore from the list Find the backup file in the list and click its Restore button Verify you want to restore using this backup by clicking Yes Restore Backup e Restoring From a Backup on Your Computer If the backup file you want to use is not listed then you need to upload the backup file from your hard drive then restore To use this process do the following Click Upload a Backup File Browse to find the file on your computer If the backup is contained on multiple files select the meta file If you select a meta file you are prompted to Browse for all of the files After selecting the files click Upload and Restore Backup e Deleting a Backup File from the List Click the Delete button for the backup Verify you want to permanently delete the file by clicking Yes Delete Backup This deletes and removes the backup from the list and the Backup page is displayed with a message indicating that the file has been deleted R
84. for this JOB_ID For example if a call is made to a queue the event will continue when a queue member s extension is dialed The value of this tag must be 1 or 0 Voicemail Voicemail Routing External Voicemail Voicemail Routing lets you handle several voicemail related actions During a user s voicemail greeting callers may push the key to log into the cur rent voicemail box Check the box if you want this to be true When the caller presses he or she is prompted for their password During a user s voicemail greeting callers may push the 0 key to exit and be for warded to extension Enter an extension if you want this to be true Click the people icon to select from a list of extensions When the caller pushes 0 he or she has the option to accept and save their recording before being transferred to the extension If a user s voicemail box is full callers will be forwarded to extension Enter an extension if you want this to be true Click the people icon to select from a list of extensions If you want to use the voicemail system of an external provider rather than this Switchvox s voicemail system check this box and choose the SIP Provider whose voicemail system you want to use In Switchvox SMB the SIP Provider can be a peered Switchvox for more informa tion see Adding a Peered PBX To use a peered Switchvox as the External Voicemail Provider Be sure both Switchvoxe
85. g a different mechanism within the SIP protocol IMPORTANT This setting is just a recommendation to Switchvox that reinvite is possible There are many scenarios such as when a call is being monitored or recorded where Switchvox will not be able to reinvite the call away e Always Send Early Media Setting this option to Yes causes Switchvox to send RTP audio before a call is answered Enabling this option may resolve an issue where audio is not sent by certain SIP providers when an inbound call is cascaded out of the same provider e Voicepulse Connect DID Workaround This option is a workaround for SIP pro viders that send two INVITE messages for every phone call to handle SIP devices that handle DIDs and ones that do not Only enable this option if you are sure your provider is sending two INVITEs for every call one with the DID in the From header and one with your account ID in the From header Fax Settings Tab The Fax settings determine how faxes are handled with this provider You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80 Switchvox Admin Reference Manual 48 TAX Providers Call Routing IMPORTANT We recommend that you only send T 38 faxes over SIP We do not recommend sending faxes over IAX connections Switchvox cannot necessar ily recognize a fax over an IAX connection e Error Correction Mode for G711 Faxes The default is to leav
86. g system Maintenance tools are available Telephony Cards 111 Backups 112 Registration 113 Updates 113 System Clock 115 System Reload 115 Telephony Cards The Telephony Cards tools let you scan for and configure new telephony hardware in the Switchvox server You can also delete hardware If hardware has not been detected make sure all cards are installed properly and that the card you are using is supported See the Digium web site for installation instructions Hardware Devices Each device connected to the Switchvox server is listed under this section To configure a listed device click Configure for that device To delete a listed device click Delete for that device then verify the deletion request Devices are listed with Card Type Device Type Device Name Spans the logical groupings of channels and Total Channels If you have added new hardware Switchvox detects it when you start the server If you have deleted a device and want Switchvox to detect it again click Scan for New Devices Switchvox detects the telephony hardware and includes it in the Hardware Devices list Hardware Country Settings If you need to change the country in which your Switchvox server is located select it from the dropdown then click Set Country This setting also sets the call progress tone scheme that determines the tones sent to your callers Hardware Echo Cancellation This option disables the hardware s echo cancellation so all echo
87. gnostics tools give you views of the call activity in Switchvox and help you evaluate potential problems Connection Status 104 Current Calls 106 Server Information 106 Disk Usage 107 SNMP 107 Error Logs 110 Advanced Debugging 110 Technical Support 110 Connection Status This tool displays Connection Status information for the following entities connected to Switchvox e VOIP Providers e SIP Phones e Hardware Devices e Fax Print Jobs VOIP Providers This tool lists the following information for each VoIP provider e Type e Name of the provider as entered when the provider was created e Host that Switchvox connects to when registering and sending calls Switchvox Admin Reference Manual 104 Diagnostics e Account ID e Callback Extension that incoming calls are sent to by default e Latency ms e State of the connection This value is Registered when the system is operating properly If it is not outgoing calls will fail and incoming calls cannot be received Here are some common reasons a VOIP provider is in a non registered state and a resolution VOIP provider has just been entered and the registration has not finished yet Wait a few minutes and then refresh the page Username or password are incorrect Check to make sure you have entered them cor rectly Firewall is not allowing the communication between Switchvox and your provider to flow freely When you use a SIP aware firewall it recognize
88. gs When recorded calls are backed up to this FTP server Switchvox automatically cre ates a separate folder on the FTP server for each recording rule Each call recording is automatically stored in its respective folder Each recorded call has two files a WAV file and a XML file The WAV file is the sound and the XML is the data about the call The file names are based on the following structure Date Time Stamp From Caller ID To Caller ID 2007 04 06 15 00 41_7771021212_102 wav 2007 04 06 15 00 41_7771021212_102 xml This sample call was made on April 6 2007 at 3 00 41PM A call from 7771021212 was received by extension 102 The XML file includes the following data lt recording_info gt lt recording tag gt Steve Smith lt recording_ tag gt lt recorded_call_id gt 1200 lt recorded_call_ids gt lt recorder_cid gt lt recorder_cid gt lt recorded_cid gt Steve Smith amp 1t 102 amp gt lt recorded_cid gt lt recorder_account_id gt lt recorder_account_id gt lt recorded_account_id gt 1101 lt recorded_account_ids gt lt from_account_id gt 0 lt from_account_id gt lt from_caller_idsBuyIt amp 1t 7771021212 amp gt lt from_caller_id gt lt to_account_id gt 1101 lt to_account_id gt lt to_caller_id gt Steve Smith amp 1t 102 amp gt lt to_caller_id gt lt duration gt 316 lt duration gt lt date_created_ts gt 2007 04 06 15 00 41 611474 lt date_created_ts gt lt date_created_secs gt 1175896842 lt date_crea
89. gt first name lt name gt lt value gt John lt value gt lt variable gt lt variables gt lt ivr_info gt lt result gt lt response gt Get Extension Status This action gets the status of the extension and saves the result in a new variable This is useful if you want to keep control of the call For example if you use Get Extension Status and the extension is busy you could try someone else If you used Dial Extension and the extension is busy Call Rules might send the caller to voicemail instead Get Extension Status returns one of the following results e IDLE e INUSE e BUSY e INVALID e UNAVAILABLE e RINGING Switchvox Admin Reference Manual 73 PBX Features These are case sensitive so IDLE does not equal idle Extension To Check Status On Select a variable that contains an extension or enter an extension number in the field Click on the people icon to look up the extension that you want Variable Name for Status Result Enter a unique name for this variable Get Extension Type This action gets the type of the extension and saves the result in a new variable Get Extension Type returns one of the following results e zap e virtual e ivr e sip e conference e group pickup e intercom e voicemail e callpark e agentcallbacklogoff e call queue e agentcallbacklogin e autodial e directory e simple_conference e feature_code These are case sensitive so ZAP does
90. he analog lines for a certain period of time The Battery Threshold controls how low the voltage must go before being considered dropped The default setting for this option will work in most countries Do not change it unless you ve physically measured the duration of a battery drop for your country s telephone lines Caller ID Signaling Caller ID is sent over analog lines differently in different coun tries This option controls which method to read the caller ID The options are Bell for countries like the USA v23 United Kingdom and DTMF Sweden When changing this value also make sure to adjust the Caller ID Start value to correspond to your country Switchvox Admin Reference Manual 39 Call Routing Caller ID Start Different countries send caller ID at different times This option instructs Switchvox when to look for the caller ID signal The choices are ring for countries like the USA or polarity for countries like the United Kingdom Detect busy signal This option will listen for the busy signal to trigger a hangup It is strongly recommended to leave this option disabled and have your telco send a true disconnect signal This option may be enabled in countries that do not have discon nect supervision If you are in the USA UK Australia or Canada you should not need to enable this option If this option is enabled it is advised to increase the Busy Count setting to as many tones as possible to avoid false positiv
91. import SIP New SIP Update Virtual New Virtual Update ext fname Iname email title location password phone_ mac_ password address X xX X X A A X X A xX A A A A A A A A X X X X A A xX NA NA X A A A A A A NA NA X Required A Accepted NA Not Used File Examples SIP Extension File ext fname lname email password phone password mac_address 100 Joe Smith jsmith home com 100 s3CurEp S 0019159C0646 101 Jane Doe j doe home com 101 c nT6ueSS 0013174C5532 102 Dan Jackson djackson home com 102 g00DP Switchvox Admin Reference Manual 26 Extensions Virtual Extension File with location and other information fname lname email dept ext password location Joe Smith jsmith home com sales 100 100 3A Jane Doe jdoe home com sales 101 101 3B Dan Jackson djackson home com facilities 102 102 9A SIP Extension Updates File without passwords with a location ext fname lname email password phone password location 100 Joe Smith jsmith home com 2A 101 Jane Doe jdoe home com 3B 102 Dan Jackson djackson home com 2C Import Options The Import Extensions options determine how to manage this import When the settings are correct click Evaluate Import to evaluate the Extension File and see what will happen if you import the file Extension File Browse your machine to find your Extension File For details about creating this file see Import Extensions page 26
92. improve the line quality first before enabling this option Ring Debounce This option is only used in very rare circumstances in certain countries This option controls how long Switchvox waits before confirming a ring on analog lines The value is in 1 8000ths of a second and the default is 1024 Larger numbers Switchvox Admin Reference Manual 42 Call Routing cause Switchvox to wait longer potentially making it harder to receive false positives or ghost calls Smaller numbers cause Switchvox to be more sensitive to rings RX Gain We recommend enabling Automatic Gain Correction before altering this option This controls the volume of audio received from this channel group For example if incoming callers are too quiet or too loud this option can change the volume Values are in decibels and can be positive or negative to make calls louder or quieter respec tively This is usually only needed on analog lines not T1 lines to compensate for signal loss in the wires Normal values range in the 15 to 15 and it s recommended to start low and increment the gains by a factor of 2 until they reach the correct volume e g 2 4 6 8 Secondary Device Type This option should almost always be set to PRI Primary Rate ISDN CPE Side Con sult your T1 provider before selecting an alternate option Train echo canceller at beginning of calls This option sends a pulse at the beginning of a call in the attempt to
93. is a good example 91 800 888 877 866 If a call begins with 91800 91888 91877 or 91866 then the rule is applied e The rest of the number must be between and digits in length e Enter the length of a telephone number for example a local number must be exactly 7 digits In this case enter 7 in both boxes e Before connecting the call trim digits from the front Enter the number of digits to trim when dialing for example enter 1 to remove the prepended 9 from the number sent to the provider and then prepend the digits to the number e Enter the digits to prepend to the telephone number for example enter and the area code for the number Call through This indicates which of your Channel Groups or Providers to use for this call or it s an internal call within Switchvox Failover Call Through lets you set up to 5 more providers if Switchvox cannot place the call through the previous provider This helps you protect against downtime if one of your providers is experiencing technical difficulties Switchvox tries to complete the call in the order that the Failover Providers are shown Rule Final Is this rule final e If Yes the default when a call matches this rule but the route fails then Switch vox does not look for additional matching rules and the call is not completed e If No when a call matches this rule but fails Switchvox looks for another match ing rule and the call might be completed e
94. ixed window size This may be useful if jitter is sporadic yet sudden Or if you need to mask problems with poorly configured routers that cannot imple ment QoS Always with Fixed Window Always enable the jitterbuffer with a fixed win dow size Select this if all else fails Note that this just masks over the underly ing issue It s best to fix the jitter problem itself instead of using this option e Allow Reunite We strongly recommend leaving this set to Never Enabling this option is risky and will likely result in sporadic one way audio dropped calls or not being able to place calls This lets Switchvox redirect the media stream of some calls bypassing the PBX and passing directly between both participants This may offer bandwidth and quality improvements in certain scenarios but it is extremely risky Never This is the safest setting that presents the least likelihood of trouble Always The PBX directs media streams between participants when it is able to Set this at your own risk Non NAT Connections Only The PBX redirects media streams only between participants who are not behind NAT Always Using the UPDATE method This is the same as the Always setting but uses a different mechanism within the SIP protocol Only set this if you have been explicitly instructed to do so Non NAT Connections Only Using the UPDATE method The PBX redi rects media streams only between participants who are not behind NAT usin
95. l Queue folder For more information see Sound Manager page 93 The following selections are available for announcements e Language Plays all announcements from sound files of this language To use the language that has been set for this current call select Use call language If you are only using one language in Switchvox use this setting To use a specific language for these announcements in this queue select that language e You are next The call is now first in line and will be answered by the next avail able representative e Caller Number This announces to the caller what numeric place he she has in the answer queue e Calls waiting Waiting to speak to a representative e Hold time Announces to the caller the current estimated hold time e Minutes Minutes e Thank you Issues this message Thank you for your patience In Queue Call Routing The In Queue Call Routing settings determine any alternative call routing Values entered in the boxes define queue call routing e Ifa caller has been waiting in the queue for seconds route the caller to extension enter a number of seconds and the extension If this is left blank callers remain in the queue indefinitely Switchvox Admin Reference Manual 18 Extensions e Ifthere aren t any members logged into the queue route all incoming queue calls to extension enter an extension If this is left blank callers are kept waiting in the queue until a queue
96. l to your network Switch vox must be accessible outside of your network over port 80 Please contact your network administrator for information about how to do this Alternate Host Default Option YES indicates that the phone use the default for the Alternate Host option The default is the PBX s external IP hostname The default is only applied if a phone does not have a setting in the Alternate Host option Only Accept Calls from the PBX YES indicates that your Switchvox configured phones should only accept calls from this Switchvox Digit Map Options When your phone gets configuration files from Switchvox then Switchvox provides digit map settings for your phone based on the extension lengths your system uses and typical dialing requirements Switchvox Admin Reference Manual 35 Call Routing Extension length This is the setting your digit map uses for dialing extensions on Switchvox By default this is the length of the longest extension You might change this if you have two Switchvoxes that are peered together and they use different extension lengths Use 10 digit local dialing Some providers require 10 digits to be entered even for local dialing If this is the case for your provider you should check this box Custom Digit Map You can specify a custom digit map for Switchvox configured phones If you do this Switchvox ignores all the other rules for creating a digit map and pushes the custom digit map to your
97. lect the channel that the phone is plugged into If the only option here is Unconfigured Channel then you need to configure your hardware device channels before this phone can work see Chan nel Groups page 37 First Name The first name of the owner of this extension This is the name that is used in the caller ID name and as the extension s identification throughout Switch VOX Last Name The last name of the owner of this extension This is the name that is used in the caller ID name and as the extension s identification throughout Switch vox Email Address The email address of the owner of this extension This is used to send voicemail notification messages Switchvox Admin Reference Manual 8 Extensions Location The physical location of the owner of this extension This is used in the extension Profile Title The title of the owner of this extension This is used in the extension Profile Language and Locale The Switchvox web based tool suite is available in several languages English for United States English for United Kingdom Spanish for Spain Spanish for Mexico Italian NOTE All languages and locales except English for United States handle dates with the format of dd mm yyyy as opposed to mm dd yyyy By default new extensions are created as English for US with English as the Sound Prompt Language If you want new extensions to default to your preferred language use Templates page 29
98. lking The Description gives you the script of the sound Intercom Users and Receivers Use this section to set up which extensions can use this Intercom Paging extension and which extensions are called when this Intercom Paging extension is dialed Authorized Extensions Extensions or Extension Groups that can dial this extension Recipients Extensions or Extension Groups that are intercom d or paged when this extension is dialed Directory Extensions A Directory extension presents the caller with a directory of all user type extensions extensions with a first and last name The caller is prompted to type in the first three letters of the party s first or last name and is presented with a list of matching exten sions The Directory extension 411 includes the Default Extension Group which includes all phone type extensions Directory Settings The Director settings determine how callers can interact with the Directory Switchvox Admin Reference Manual 22 Extensions Directory Extension Enter a unique number for this extension For information about the extension num ber length see Settings page 30 0 Forwards to Extension The extension the caller is forwarded when he or she presses 0 from the Directory If this is blank and the caller presses 0 Switchvox leaves the caller within the Directory Search the Directory by members Select from First Name or Last Name Directory Members Choose the t
99. lly saved Create Block Number Rule This option lets you block callers from certain phone numbers or prefixes For exam ple a rogue fax machine keeps calling your office with a caller ID number of 8005551234 You could add a Block Number incoming call rule that hangs up any time this number calls you You can block whole prefixes of numbers by choosing to block Prefix rather than Phone Number Enter select the following e Rule Name to identify the rule e Note Clarifying information regarding the rule Switchvox Admin Reference Manual 57 Admins Admins e Incoming Number Type from the dropdown Options are Phone Numer or Prefix e Incoming Number Enter the phone number or prefix that you want to affect e Block Action Enter the blocking actions from the dropdown options Play Busy Signal Play Congestions or Hang Up Timeframe Select Any Time During Business Hours Outside Business Hours or Weekends Only from the dropdown For more information see Time Frames page 76 When finished click Save Block Number Rule and a message is displayed indicating the new rule was successfully saved Modifying Caller ID Rules To change an incoming call rule modify the settings for the rule and click its Save button The rule is saved and a message is displayed indicating the rule was success fully saved Deleting Caller ID Rules To delete an incoming call rule click its Delete button The rule is deleted pe
100. load the Internal Directory External Contacts for Digium Phones By default the Internal Directory is available on all of your Digium phones and it includes all of the Switchvox extensions The Internal Directory is also available on Polycom phones configured with a Phone Feature Pack under the Switchvox Direc tory application You can customize what extensions are in the Internal Directory by building one or more Extension Groups and adding them to the directory If you do this be sure to remove the existing group All Extensions Click the floppy disk icon to download the XML for the Internal Directory This is useful for a peered Switchvox to upload as an External Contacts file To add external Contacts Contacts that aren t extensions on this Switchvox to all Digium phones you 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 Switchvox Admin Reference Manual 87 Extension Features Distinctive Ringtones Distinctive Ringtones List Switchvox can store and play disti
101. me Frames 76 Call Recording 78 Digium Addon Products 80 Event Triggers 80 Voicemail 83 Interactive Voice Response IVR Editor IVR is an automated menu system also known as an auto attendant that you can program to greet and interact with your callers An IVR can provide information to the caller collect information from the caller and send the caller to the right extension IVR Editor is the entry to this process Managing IVR Menus Select the IVR Editor from the PBX Features section The IVR Editor page is com prised of a Create IVR Menu button and the following sections for any default or already created IVR menus IVR Tree IVR Menu Details Actions and Options and a dropdown to select an IVR to view or modify See following figure Switchvox Admin Reference Manual 60 Planning a New IVR Experience Create IVR Menu IVR Editor 2 PBX Features E ff balaj Create IVR Menu omnes Eaman a NR Tree IVR Menu Details D Example vR IVR Menu Name Example IVR D Wait Description This is an example IVR that is included with the initial installation Feel free to modify it and personalize it to your individual Play sound business needs Y wait Play Sound Modify IV u Play Sound Play Sound T 1 Customer Support Actions Listen for options A Example VR Y Wait 1 seconds Play Sound Congratulations Hl 5 2 Sales W Wait 1 seconds Play Sound For
102. me of your server here Enter a username and password if your SMTP server requires it It s probably safe to leave these blank as many mail servers do not require them If you are having problems with voicemail notifications enter an email address to send a test message then click Run Diagnostic Tool A diagnostic page is displayed that describes each step that was taken and the result passed or failed Templates Notification Templates let you customize voicemail notifications You can create mul tiple templates and tailor them to different types of accounts These templates are Switchvox Admin Reference Manual 85 Creating Notification Templates Modifying Notification Templates Deleting Notification Templates Notification available to an extension owner when he or she sets up voicemail notifications along with any templates he or she creates You can use variables in your template that are substituted with real values when the notification is sent For example VM_NAME in a template sends as the exten sion owner s first and last name There is a full list of these variables on the pages where you create or edit a template The Modify Template page is displayed with a sample template already entered You can modify the subject and body change it completely if you need to using the list of possible variables at the bottom of the page You can leave the subject blank but you must put something in the b
103. n causes Switchvox to revert to audio fax mode in the event that T 38 nego tiation fails The default is Yes Click the Create IAX Provider button to displays the create page with the Provider Information tab opened The other tabs are for advanced settings that you mostly likely do not need to change from the defaults After you have created a provider you are prompted to go to the Connection Status page This page displays your VOIP providers and their status If Switchvox success fully contacts your provider it is displayed as Registered Now if you call the number Switchvox Admin Reference Manual 49 Call Routing your provider gave you your call should ring the Callback Extension Or if the status is Unreachable you have the option of running diagnostic tests on the provider infor mation The following are the Provider Information fields TAX Provider Name Any string to identify this VoIP provider This is only used for referring to this VoIP Provider in other areas of the Admin Suite TAX Provider Label Label this provider gives itself when placing calls to your sys tem This is usually the name inside of brackets in Asterisk configuration exam ples Your Account ID Username provided by IAX Provider to authenticate your Switch vox PBX to the provider during AX registration and outbound calls Your Password Your password for the account Hostname IP Address Primary hostname or IP address of your provider s
104. n create and list the two types of VoIP 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 Click the Create SIP Provider button to displays the create page with the Provider Information tab opened The other tabs are for advanced settings that you mostly likely do not need to change from the defaults After you have created a provider you are prompted to go to the Connection Status page This page displays your VOIP providers and their status If Switchvox success fully contacts your provider it is displayed as Registered Now if you call the number your provider gave you your call should ring the Callback Extension Or if the status is Unreachable you have the option of running diagnostic tests on the provider infor mation The following are the Provider Information fields SIP Provider Name Create a name to refer to this provider This is only used for referring to this Provider in other areas of the Admin Suite Your Account ID The account ID provided to you by your SIP provider This may also be called Login or Authentication ID Your Password Your password for the account Hostname IP Address The hostname or IP address for the SIP server provided to you by your SIP provider This may also be called Registrar Server Callback Extension The extension to ring when a voice call comes in over this pro vider
105. nctive ringtones that can be used on Digium Phones or a Polycom phone with a Phone Feature Pack See Phone Features There are limitations for the total number of ringtones and the total amount of disk space that can be used But you should have plenty of room to add the ringtones that you like To create a ringtone e Click Create Ringtone e Click in the Choose a File text box and browse your computer to find a wav sound file e Inthe Name field enter a name for this ringtone e Click Save Ringtone The Ringtones list is refreshed with your new ringtone listed This list shows the ringtones that you have uploaded to Switchvox and the ringtones that come with a Digium Phone or a Polycom phone You can do the following Play the ringtone The audio file is downloaded to your computer then played using your default audio player for WAV files Modify the ringtone You can upload a new file or change the Name Delete the ringtone You must verify that you want the ringtone deleted If you delete a ringtone every Ring Rule that uses that ringtone is also deleted Switchboard Panels Standard Switchboard Panels Switchboard Panels let you add powerful panels to your Switchboard These panels let you exchange data with external Web applications then display the results The panels refresh each time a call comes in showing caller specific information For each panel you can specify which phone type extensions are
106. ndi Switchvox Admin Reference Manual 51 Call Routing tion is rare unless you are peering with a remote host and have explicitly configured the inbound and outbound passwords to be different Qualify Hosts Enabling this option will periodically send IAX POKE packets to the remote host and time their response This latency measurement can then be seen in the System Status page Enable Trunking Trunking can be used to reduce the bandwidth used across multi ple simultaneous calls however it must be enabled on both sides of the link This is useful when you have two systems peered together over IAX with heavy voice traffic If using commercial IAX services check with the provider to see if it supports trunk ing Enabling trunking on only one host will result in one way audio on phone calls Use RSA Authentication for Outgoing Before setting this option place your public RSA key on the remote host You can retrieve this system s public RSA key in System Setup gt VOIP Providers Call Settings Tab The Call settings determine how to manage calls with this provider Audio Codecs Some providers support more than the normal audio codecs These additional codecs may provide compression or other features that save bandwidth or lead to better call quality However you should check with your provider before selecting another codec to be sure it is supported If your Switchvox is a peer with another Switchvox you can choose any audio c
107. ngs The time zone can be changed if the machine is moved from one location to another System Reload We recommend that you do not use these options unless instructed to do so by a Tech nical Support representative If you decide to use these tools to reload restart reboot or shut down Switchvox first make a system backup file see Create a Backup page 112 then inform your Switchvox users that calls will be dropped and members will be logged out of their queues Networking Networking includes tools to manage the following IP Configuration 115 Network Proxy Settings 117 Access Control 118 Phone Networks 121 IP Configuration This tool lets you set the IP configuration for Switchvox These settings are similar to settings you would set on any other computer on your network Enter the following information then click Save IP Configuration Switchvox Admin Reference Manual 115 Networking Gateway Address Enter the IP address of the machine to which Switchvox sends outbound traffic It is typically the address of your router DNS Addresses Enter up to three DNS addresses Switchvox uses these addresses to translate any host domain names into IP addresses Allow NAT Port Forwarding Select Yes to allow NAT Port Forwarding to Switch vox This option is useful if you need to handle calls going to and coming from an external network and Switchvox is behind a router that performs NAT On your router you
108. ngs let you control which voicemail features the extension owner can use Use PBX Features These settings let you control which general PBX features the extension owner can use Use Digium Phone Apps These settings let you control which Digium Phone Apps are on the extension s Digium Phone Change Digium Phone Settings These settings let you control which of the Digium Phone Settings the extension owner can change Use Distinctive Ringtones These settings let you control which Ringtones features the extension owner can use Use Calling Features These settings let you control whether the extension owner can use these calling features Use Phone Feature Pack Phone Features This lets you control whether the exten sion owner can use the PBX Applications on a Polycom phone Outgoing Call Rules Specify how this extension can interact with your Outgoing Call Rules page 53 e To allow this extension to use a rule put the rule in the collection as Allow e To deny this extension the use of a rule put the rule in the collection as Deny e To ignore an Outgoing Call Rule entirely do not include the Rule in this collec tion Extension Groups This collector box lets you indicate this extension s membership in Extension Groups To put an Extension Group into the Extension Groups collection e Type a name into the text field As you type Switchvox offers suggestions of matching groups e Click the Find icon to display the g
109. nnel 38 PRI T1 E1 D Data Channel 38 DHCP Sniping 36 Diagnostics 104 DID route 56 Digit Map Options 35 Digium Addon products 80 Digium Phone Assignment 31 Disk Usage 107 Distinctive Ringtones 88 Distinctive Ringtones List 88 DTMF Mode 12 Duplicate Extension 27 E Echo Cancel 40 Echo Cancel when bridging TDM channels 40 Echo Canceller Tail Length 40 Echo Canceller Type 40 Echo Reduction 111 Enable Audio Failover 49 Error Correction Mode for T 38 Faxes 49 Error Logs 110 Event Triggers 80 Extension Features 87 Extension File 27 Extension Groups 14 Extension length 36 Extension Template 27 Extension Type 27 Extensions 6 Creating 7 extensions deleting and recreating 27 Evaluate Import 27 updating existing 27 External Contacts for Digium Phones 87 External Phones 105 External Voicemail 83 F Fax Buffer Policy 40 fax buffers 42 Fax Detection 49 Fax Detection for this Channel Group 41 Fax Error Correction Mode 41 Fax Print Jobs 106 Fax Settings 48 53 File Examples 26 File Information 26 Finding Product Addons 80 Finding the IP Address of your SIP Phone 105 FXS Channel 8 G GoogleTM Maps 89 H Hang up on Polarity Switch 41 hardware devices list of channels 106 Hardware Echo Cancellation 41 111 HPEC 40 I IAX Providers 49 Ignore Weekends 99 Ignored Phones and Extensions 31 Import Extensions 26 In Queue Call Routing 18 Incoming Caller ID Rule 57 Incoming Calls 55 Initiate T38 reinvite after
110. not equal zap Extension To Get Type Of Select a variable that contains an extension or enter an extension number in the field Click the people icon to look up the extension that you want Variable Name for Result Enter a unique name for this variable Check User Password This action evaluates the extension s password with the password contained in a vari able and saves the result in a new variable This action returns a 0 zero which indi cates failure or 1 one which indicates success Choose variable where the extension is stored Select the variable that contains the extension Choose variable where the password is stored Select the variable that contains the Switchvox Admin Reference Manual 74 IVR Options PBX Features password Variable Name for Result Enter a unique name for this variable Set Distinctive Ring Hint A Distinctive Ring Hint is used by an extension s Distinctive Ring Rules These let an extension owner set up different Ring Actions depending on the call To set a distinctive ring hint e Use the value of an existing variable The hint is the value of the variable and this value must be previously set in the IVR actions Otherwise the hint is not avail able to the recipient of the call e Enter a value in the text field The hint is exactly what you enter in this field NOTE Distinctive Ring Rules are only available on Polycom phones Remove Distinctive Ring Hint A Distin
111. nt before connecting the call to see if you are going to dial a fourth digit or fifth or sixth Beep after an assisted transfer YES indicates you want to play a beep sound when an assisted transfer is done For example Jill puts Jack on hold then calls Jane and asks her if she can speak with Jack Jane agrees and Jill transfers Jack to Jane When the transfer is complete the beep is played Jill is off the call and Jack and Jane are on the call and can begin talking Require Strong Extension Passwords YES indicates you require extension own ers to use strong extension passwords and the extension owner will not be able to change his or her password unless it is evaluated as strong A strong password has at least 6 numbers no more than 2 of the same number in a row e g 111 and no sequences e g 123 Also it does not contain the extension For details about the extension setting that this affects see Profile Information page 8 Require all extension owners to change their password if it is not already strong YES indicates that if strong passwords are required then you also require that all extension owners change their password if it is not already strong This means extension owners cannot use the Web Suite until they have created a strong pass word This is similar to Login Actions but this setting applies to all extension owners who do not have a strong or very strong password Require Strong Phone Registration Pass
112. odec The following table describes the audio codecs If you entered a license key for the G729 Codec in Tools gt Digium Addon Products you will also see G729 in the list of codecs Bandwidth Usage Sound Codec kbits s Quality CPU Usage ULAW 85 Great None ALAW 85 Great None G722 85 Excellent Low G726 54 Good Low G729 30 Good Medium SPEEX 33 Great High GSM 35 Good Low ADPCM 54 Good Low LPC10 22 Poor Medium Enable Jitterbuffer Enable this option to combat network problems A jitterbuffer induces a small delay in call latency to make up for lost or delayed voice packets You may want to enable the jitterbuffer if you have bad network connectivity between Switchvox and the Provider Switchvox Admin Reference Manual 52 RSA Key RTP Port Range Call Routing Fax Settings Tab The Fax settings determine how faxes are handled with this provider You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80 IMPORTANT We recommend that you only send T 38 faxes over SIP We do not recommend sending faxes over IAX connections Switchvox cannot necessar ily recognize a fax over an IAX connection Error Correction Mode for G711 Faxes The default is to leave this feature enabled Minimum transfer rate for fax transmissions Minimum transfer rate used during fax rate negotiation The default minimum transfer rate is 2400 Maximum transfer rate for fa
113. ody of the message To create a new template enter a name in the Template Name field then click Create New Click Save Template to save your changes and go back to the Voicemail Settings page Click Restore to Original Template to restore this page to the original system default template To see a preview of a template choose that template from the Choose Template dropdown then click View The template is displayed with sample values in HTML and text only To modify a template choose that template from the Choose Template dropdown then click Edit The Modify template page is displayed Click Save Template to save your changes and go back to the Voicemail Settings page Click Restore to Original Template to restore this page to the original system default template You can edit each of the system default templates but you cannot delete them To delete one of your own custom templates choose that template from the Choose Template dropdown then click Delete Be sure that you do indeed want to delete the template then click Yes Delete Voicemail Email Template The template is deleted and the Voicemail Settings page is displayed again If any extension owners were using this template those settings are changed to the Default template Switchvox Admin Reference Manual 86 Extension Features Extension Features Contacts 87 Distinctive Ringtones 88 Switchboard Panels 88 Contacts Internal Directory Down
114. omatically goes to Intercom mode and answers the Switchboard and you hear the phone ringing for the call to your phonebook entry Phone Password Enter your phone password and verify it See also Settings page 30 This is the Authentication Password that your SIP phone uses for registration with Switchvox This password may be different than the password used to administer the SIP phone from the phone itself Also this password does not change when this extension s voicemail password changes Phone NAT Traversal This option controls how Switchvox communicates with the phone if it is behind a router performing Network Address Translation NAT The following options are available e Always Select if you are unsure if the phone is behind a router performing NAT e No Select if Switchvox is behind NAT but the phone is not e Never Select to prevent attempts to translate even if the handset requests it with the rport tag e Route Select to send responses symmetrically but not to include the rport tag in the Via header Permissions These permissions specify which features the extension is allowed to use Switchvox Admin Reference Manual 13 Extensions Change Profile Information These settings let you control which parts of a profile the extension owner can change Create Call Rules These settings let you control which Call Rule actions the exten sion owner can create Use Voicemail Features These setti
115. on requests to this Switchvox Peer is the setting for peered hosts that do not need to register If you choose Peer make sure that both hosts have static IP addresses Switchvox Admin Reference Manual 50 Call Routing Host is a Switchvox PBX If this VOIP Provider is a peered Switchvox set this to Yes This lets you use advanced functionality with the peered Switchvox Treat system s users like local users If you want Switchvox to exchange presence and line use information with this peered Switchvox set this option to Yes Jabber Hostname You can specify a hostname for the peered Switchvox s Jabber server To find this hostname look in the peered server s Network Settings page This is important if you are peering Switchvoxes and want to use functions such as Presence or the Chat Panel Apply Incoming Call Rules to Provider This option lets you alter the routing of incoming calls Yes is the default setting It uses the rules on the Incoming Calls section as well as the Callback Extension to decide which extension to ring when you receive a call over this provider Select No if this provider is a peer This allows callers from this peer to directly dial any extension in Switchvox Incoming calls will not follow the rules in the Incoming Calls section and they will not ring the Callback Extension Outgoing Call Rules If the Apply Incoming Call Rules to Provider option is No use this section to define how the remote p
116. one e Any Polycom phones you are setting up are running SIP firmware 1 6 7 or higher e Any snom phones you are setting up are running snom firmware version 6 5 18 or higher Switchvox Admin Reference Manual 32 Unknown Phones Phones You are comfortable with Switchvox updating each phone s firmware as neces sary If you do not want a phone s firmware updated you need to set up that phone manually not as part of this process You are comfortable with Switchvox setting each phone s config authentication login and password and its handset password The config authentication login and password are randomly generated and can be found in the Configured Phones list The handset password is always 456 If you do not want this information changed for a phone you need to set up that phone manually not as part of this process IMPORTANT If your phone is not on the same network as Switchvox or it does not have the required firmware it cannot be discovered by Switchvox If this is the case see Making Phones Visible to Switchvox page 34 If you have a Polycom 300 or 500 phone you must set up your phone manually you cannot use the Phones tool For help see the documentation for your phone The Phones tool has three main categories Unknown Phones Unconfigured Phones and Configured Phones You must confirm each phone for configuration and then configure each phone with extension details To begin setting up phones on
117. or you can create a dynamic URL by entering variables so that the system builds the appropriate URL A dynamic URL can include IVR Action variables or system variables When using a variable make sure that a previous action has assigned a value to that variable otherwise nothing will be inserted into the URL To add a variable to the URL select it from the appropriate Possible Variables dropdown then click Append The variable will appear in the URL field When the URL is requested each VARIABLE NAME is replaced with the value of that variable URL Enter the URL to the remote processing script Use the Possible Variables options to append variables to the URL Timeout in Seconds Select the number of seconds to try connecting to the URL If Switchvox cannot connect with the remote script within that time Switchvox will quit trying and go on to the next action in this IVR This sound is interruptible Check this box if this is interruptible For details see Interruptible Actions Gate Keeper This action places a gatekeeper in the IVR that counts how many times a caller has traveled through the gate This is useful to keep callers from getting stuck in infinite loops or to trap callers that are trying to abuse the system Use a Conditional Clause action to check the count and send the caller to another IVR when they exceed the limit Gate Variable Name Enter a unique name for this gatekeeper Switchvox Admin Ref
118. ord 9 O Only Accept Calls from the PBX 35 Outbound SMTP Server 85 Outbound SMTP Username and Password 85 Outgoing Call Diagnostics 55 outgoing call rule 53 Outgoing Call Rules 14 Outgoing Caller ID rules 55 Outgoing Calls 53 Output to xls file 98 99 Output to xml 99 Output Type 102 P Permissions change profile information 13 create cll rules 13 permissions Change Digium Phone Settings 14 Use Calling Features 14 Use Distinctive Ringtones 14 Use PBX Features 14 Use Phone Feature Pack Phone Features 14 Use Voicemail Features 14 Phone Assignment Options 32 Phone Discovery Options 36 Phone Feature Packs 32 114 Phone Model Not Reported 34 Phone NAT Traversal 13 Phone Networks 121 Phone Password 13 Phone Settings common 12 Digium 11 Polycom 12 Phone Setup 34 Phone Setup Options 35 Phone States 105 Play Recorded Sound 65 Play Sound 64 Play Sound From URL 67 Profile Information 8 Profile Picture 9 Q Queue Extension 15 Queue Logs 99 Queue Member reports 100 Queue Member Settings 16 Switchvox Admin Reference Manual 125 Queue Members 16 Queue Name 15 Queue reports 100 Queue Setup 15 Queue Statistics 100 Queue Status 100 Quick Create Assignments 32 R real time information for each call queue 100 Record Sound 65 Recurrence Pattern 101 Redirected Calls 100 Report Parameters 102 Ringing Strategy 15 Route to IVR Menu 15 RSA Key 53 RTP Port Range 53 Running Voicemail Notification
119. our connection Enter your CRM system username and password and the phone number for a contact in your application Click Test Settings to see the results of your test This section is purely for testing your Switchvox s access to the CRM service this Username and Password are not used outside of this test In the Switchboard panel each user must enter their own login information Salesforce com This panel provides integration with your Salesforce com account Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All of the extensions in the box on the right are allowed to use this panel Test your connection Enter your CRM system username and password and the phone number for a contact in your application Click Test Settings to see the results of your test This section is purely for testing your Switchvox s access to the CRM service this Username and Password are not used outside of this test In the Switchboard panel each user must enter their own login information GoogleTM Maps This panel provides integration with Google Maps Default Zoom Level Select the level of zoom to use The Switchboard user can always zoom in or out Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All Switchvox
120. oviders e Incoming Call Type Select from dropdown options Voice Calls Faxes or both e Extension to Route Call Search for or enter the extension to route e Process All Calls as a Fax If you have fax capabilities and you have selected both types of calls you call indicate YES otherwise this option is not available NOTE You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80 When finished click Save Single DID Route Ranged DID Route Settings This option lets you send a range of phone numbers to an extension that is derived from the phone number itself This is useful if each person has an outside number for directly dialing their extension For example All Voice Calls on numbers from Chan nel Group T1 ranging from 8005551200 through 8005551300 will route to an exten sion derived by trimming 7 digits from the front and adding 0 to the result Enter the following information e Rule Name to identify the rule Switchvox Admin Reference Manual 56 Incoming Caller ID Rules Tab Call Routing e Note Clarifying information regarding the rule e Beginning Range of Incoming Call First number in the range of numbers End Range of Incoming Call Last number in the range of numbers e Incoming Call Type Type of calls to affect Voice Calls Faxes or Voice Calls and Faxes e Incoming Provider Select provider from the list of existing Provi
121. owing are Action Types available for VR Menus Interruptible Actions Play Sound Record Sound Play Recorded Sound Send an Email Send Recorded Sound to Voicemail Store Recorded Sound in Sound Manager Upload Recorded Sound Merge Sounds Play Sound From URL Gate Keeper Conditional Clause Time Based Clause Change Language Alter Caller ID Wait Give Busy Signal Hang Up Dial Extension Send to Voicemail Send to External Number Go To IVR Menu Action Record Digits Say Digits Letters Say A Number Say Date Time Play DTMF Tones Perform Math Switchvox Admin Reference Manual 63 PBX Features e Set Variable e Set Global Variable e Get Global Variable e Concatenate Variables e Send Call Values to URL e Get Extension Status e Get Extension Type e Check User Password e Set Distinctive Ring Hint e Remove Distinctive Ring Hint Interruptible Actions Some IVR actions can be interrupted if the caller presses a key on his or her keypad Although this can offer a better caller experience you must plan for it carefully because it has repercussions throughout your IVRs Take care about of order of actions in your IVR and where interruptions are allowed Here are the rules Switchvox follows for interruptions in IVRs 1 Ifan action is not interruptible all keys pressed before or during that action are dropped If the caller pressed keys during previous interruptible actions those keys are lost 2 Ifan ac
122. particular Provider or Channel Group to a particular extension and Incoming Call ID Rules let you perform actions on calls based on who is calling you These tules are system wide and happen before any of the extensions call rules are triggered By default Switchvox creates a DID route the callback extension for each interface as they are created i e each provider has a rule 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 NOTE Some SIP providers and most types of analog lines do not send the num ber dialed to the PBX Ask your phone service provider if they support multiple incoming numbers or DIDs Single DID Route Settings This option lets you send a single phone number to a specific extension For example Route number 8005551212 on numbers from Channel Group T1 to extension 802 To create a single DID route enter specify the following information e Rule Name to identify the rule e Note Clarifying information regarding the rule e Incoming DID to Match e Incoming Provider Select provider from the list of existing Pr
123. phone back to its factory defaults For Polycom models 320 330 and 430 hold down the 1 3 5 and 7 keys simulta neously For other models hold down the 4 6 8 and keys until the phone prompts you for a password Then press 4 5 6 on the keypad then select Enter Once the phone reboots press Setup during the countdown screen Then press 4 5 6 on the key pad then select Ok Go into Server Menu to find the settings The phone reboots with the factory settings e Go to the Network Configuration for your phone press Menu 3 2 456 the pass word Enter 1 1 Scroll to Server and select it e Set server type to http and server address to IP ADDRESS OF YOUR PBX pc For example if your PBX has an external IP address of 192 100 0 1 then set the server address to 192 100 0 1 pc snom Phones Reset the phone back to its factory defaults Set the Setting URL to http SWITCHVOX_IP_ADDRESS pc mac xml For example if Switchvox s IP address is 192 100 0 1 the Setting URL is http 192 100 0 1 pce mac xml After those changes make sure that the phone is rebooted Rebooting can take as much as 10 minutes and it is important that you let it finish completely If the date and time are shown on your phone s display that indicates that your phone has fin ished rebooting When your phone reboots and comes back online it appears in the Unconfigured Phones list in Phone Setup IMPORTANT To configure phones that are externa
124. port Name the report and then set up the schedule parameters and delivery option To edit an existing scheduled report click Modify on the same line as the report The Schedule Information indicates the dates during which this report is active Enter the date that you want to activate the report the first date it should run and the date that you want to deactivate it the last date it should run If you want the report to keep running indefinitely indicate No end date The Recurrence Pattern indicates how often the report should run during the time it is active You can control how often the report runs from hourly to once a year The start date of the report indicates the beginning day and time of the report based on the recurrence pattern Switchvox Admin Reference Manual 101 Queue Reports The Report Parameters let you define what fields of data to include in the report The Delivery Options let you define how you want to receive the report Output Type HTML graphic chart or XML Delivery Method The delivery method available is Email Enter your full email address Switchvox Admin Reference Manual 102 Queue Reports Switchvox Admin Reference Manual 103 Server This section describes the tools under the Server category which describe how to per form maintenance tasks manage your server s network settings and diagnose issues Diagnostics 104 Maintenance 111 Networking 115 Diagnostics The Dia
125. r number of calls in state leaving_voicemail number of calls in state monitoring number of calls in state parked number of calls in state queued number of calls in state receiving_fax number of calls in state ringing number of calls in state talking number of calls in state unknown 1 3 6 1 4 1 22736 10 6 1 1 3 6 1 4 1 22736 10 6 2 1 3 6 1 4 1 22736 10 6 3 1 1 1 3 6 1 4 1 22736 10 6 3 1 2 1 3 6 1 4 1 22736 10 6 3 1 3 1 3 6 1 4 1 22736 10 6 3 1 4 1 3 6 1 4 1 22736 10 6 3 1 5 1 3 6 1 4 1 22736 10 6 3 1 6 1 3 6 1 4 1 22736 10 6 3 2 xxx 1 6 7 Switchvox Subscription number of devices number of state Ok devices first device id first device name first device channel first device channel group first device signalling first device state details for each additional device 1 3 6 1 4 1 22736 10 7 1 1 3 6 1 4 1 22736 10 7 2 expire date days left Switchvox Admin Reference Manual 109 Diagnostics 8 RAID Controller 1 3 6 1 4 1 22736 10 8 1 controller status 1 3 6 1 4 1 22736 10 8 2 logical device status 1 3 6 1 4 1 22736 10 8 3 device 0 status 1 3 6 1 4 1 22736 10 8 4 device 1 status Other OIDs The Switchvox agent provides some additional OIDs that are not specific to the Switchvox application iso org dod internet mgmt mib 2 system Linux system OIDs You can use any OID under this iso org dod internet private enterprises ucdavis Linux system OID
126. r to extension 202 s voicemail simply transfer them to 56202 Directed Pickup Answers a call that is ringing a different extension For example if you define 39 as the Directed Pickup feature code dialing 39202 will pick up a call ringing 202 s extension Choose a type of extension to add and then put groups or extensions into the collec tions Switchvox Admin Reference Manual 24 Bulk Modify Extensions Extensions Call Monitor Silently listens in on another extension s current call For example if you define 92 as the Call Monitor feature code dialing 92202 will listen in on 202 s call without either party knowing While monitoring a call you can switch to different modes by pressing the corre sponding digits on your phone e Press 5 for whisper mode This mode allows you to talk to the extension you re monitoring but does not let the other party hear you e Press 6 for barge mode This mode allows both parties to hear you e Press 4 to return to the default monitor mode Choose a type of extension to add and then put groups or extensions into the collec tions Personal Intercom Directly dials another extension s intercom For example if you define 55 as the intercom feature code and you dial 55202 you will now be talking over the speaker on extension 202 s phone Note This feature requires intercom support on the handset receiving the call Define the basic Intercom settings Choo
127. r be able to change it here in the web based suite Enable Line Keys for Contacts If YES the phone s unregistered Line Keys are used as Rapid Dial Keys Default Ringtone is the ringtone used for incoming calls unless the extension owner has set up one or more Ring Rules If this is changed on the phone itself using Preferences then you will no longer be able to change it here in the web based suite Reset Volume Every Call If YES the call volume will be reset to the default after each call The volume can be changed during the call using the volume bar If this is changed on the phone itself using Preferences then you will no longer be able to change it here in the web based suite Headset Answer If YES when the user presses the Answer softkey during an incoming call the call is answered on the headset not the speaker This setting should not be confused with the Auto answer Switchboard initiated calls feature under the Common Settings tab If this is changed on the phone itself using Prefer ences then you will no longer be able to change it here in the web based suite Advanced Options Accept Local Calls If set to This PBX s Networks then the phone accepts calls from any of the networks described in Phone Networks If this is set to Any Host then the phone accepts calls from any host Switchvox Admin Reference Manual 11 Extensions Local SIP Port is the phone s port on which SIP traffic is transmitted You sho
128. r can be uploaded or recorded in all the available languages Your sounds hi hola and ciao sounds are grouped together because they say the same thing to the caller The pre configured default language is English and there is a set of system files tagged English Adding a New Language To add a new language select Language from the Add New dropdown Enter the lan guage name then click Create Language The Sound Manager main page is displayed with a message that a new language has been added Switchvox Admin Reference Manual 95 Media Maoin me a ranguar To modify a language click its Modify button Make your changes then click Modify Language The Sound Manager main page is displayed with a message that the language was modified Deleting a Language To delete a language click its Delete button Be sure that you do indeed want to delete this language and all of the sounds associated with it then click Yes Delete Language The Sound Manager main page is displayed with a message that the language was deleted Setting a Default PE To set a language as the default language click Set as Default for that language The page is refreshed with a message that the sound pack was successfully activated Now the sounds labeled with that language are played If there is no sound available in that language Switchvox uses the English system sound file WARNING Changing the Default Language automatically causes
129. r end as this option only masks over the noise Automatic Gain Correction Enabling this will automatically adjust the received volume of calls to a standard volume level This should be the first thing to try if inbound calls are too quiet specifically on analog lines Automatically determine call progress Do not enable this option unless explicitly instructed to Enabling this option in the wrong environment will result in dropped calls Battery Debounce This option is extremely advanced and only used in very rare cir cumstances in certain countries This option controls how Switchvox looks for a hangup signal on Kewlstart lines In Kewlstart signalling hangup is sent by a voltage drop in the analog lines for a certain period of time The Battery Debounce controls how longSwitchvox waits until concluding that it has received a hangup signal If set too low line noise or lightning or regular speech can be interpreted as a hangup If set too high correct hangup signals will not be received The default value for this setting is chosen to be the perfect balance Do not change it unless you ve physically measured the duration of a battery drop for your country s telephone lines Battery Threshold This option is extremely advanced and only used in very rare cir cumstances in certain countries This option controls how Switchvox looks for a hangup signal on Kewlstart lines In Kewlstart signalling hangup is sent by a voltage drop in t
130. rdware devices installed for Switchvox and an alarm state for each The state of these channels if properly connected should be No Alarm If any other alarm state is shown a RED Alarm or a Loss of Signal check that the device is plugged into the correct line and that you have the appropriate signaling type selected This tool lists the current Print Jobs for faxes These Print Jobs occur when an extension owner is creating a fax from his or her desktop computer Current Calls This tool lists all current calls It shows the person who called the person who took the call the duration of the call in seconds the current state of the call and the pro vider To hang up on a call click Hangup then click Yes Hangup Server Information This offers information about the health of the Switchvox server As long as the Cur rent Status for each item is Good the hardware is fine If a field is over threshold it needs immediate attention memory If memory is over threshold one option is to turn the system off wait a few moments then turn it back on This normally frees up the memory usage Another option is to install more RAM You can also attempt to identify the process that is overloading the memory call recording concurrent calls concurrent confer ence calls etc and stop that process disk If disk is over threshold check voicemail fax call recordings and backups to find out what is taking up the disk
131. re is a sample of an XML response lt response gt lt result gt lt call_info gt lt caller_id_number gt 8585551212 lt caller_id_number gt lt caller_id_name gt John Doe lt caller_id_name gt lt transfer_extension gt 850 lt transfer extension gt lt display_urlshttp intranet example com crm cgi custid 2 lt display_url gt lt continue_outgoing reporting gt 1 lt continue_ outgoing reporting gt lt call_info gt lt result gt lt response gt All of the tags inside the call_info block are optional The following XML tags can be used callerid_num Set Caller ID Number to this value callerid_name Set Caller ID Name to this value transfer_extension Transfer call to the extension of this value If this XML is a response to the event On Outgoing Call this can be an external number Make sure to enter this number as you would dial it from your phone For example if you must dial 9 for an external number an external number here must begin with a 9 WARNING It Switchvox Admin Reference Manual 82 PBX Features is possible to break Switchvox by creating routing loops with transfer_extension display_url Display this URL in the Switchboard as a clickable icon For example the remote web application might lookup the caller s phone number in your company s user database then return the URL of the caller s user record continue_outgoing_ reporting Continue reporting any subsequent outgoing calls
132. rma nently and a message is displayed indicating the rule has been deleted The Admins tools give you a means of managing Switchvox accounts Manage 61 My Account 62 Manage General Information Tab You can create multiple sub admin users each with their own permissions This way you can assign Switchvox administrative tasks to various people and limit their access to just the tasks they need to perform Click Create Admin to display the Create Admin page Enter a new Login name for the admin then enter and re enter a new password The password is case sensitive and it can contain special characters The strength of the new password is indicated to help you create a good password Switchvox Admin Reference Manual 58 Permissions Tab Admins Leave the box checked for Force password change at next login unless you really want your new sub admin to use the password that you created If the sub admin cre ates a weak password Switchvox shows you with an alert You can set this sub admin s access for each of the main sections in Switchvox You can block the sub admin from using a section at all or let him or her see the informa tion in that section or make changes which allows full access for that section Click Save Admin and the Manage Admins page is displayed with the new sub admin included in the Admins list To modify a sub admin click its Modify icon To delete a sub admin click its Delete icon
133. rmation may cause all outbound calls to fail so be careful when using this setting Be sure that your provider accepts a modified Caller ID then enable this option and customize the Caller ID dis played on outbound calls Caller ID method Leave this set to From Header unless your provider explicitly tells you to use a different setting The vast majority of providers require caller ID to be supplied in the From header Switchvox Admin Reference Manual 45 Call Routing Caller ID Name Caller ID Number Enter a name and phone number to display as your Caller ID when making outbound calls with this provider WARNING Setting this field may cause all outbound calls to fail be sure that your provider supports this feature If your provider does not support this feature clear the Caller ID Name and Caller ID Number fields Connection Settings Tab The Connection settings determine how the connection is established with this pro vider SIP Port This is the UDP port used to communicate with this SIP Provider By default this is set to 5060 the standard port for SIP communication This port can be changed if your provider or peer requires it SIP Expiry This controls the duration in seconds between SIP registration requests sent to your provider Selecting a value other than 120 may cause problems with NAT routers Do not change this unless explicitly instructed by your provider Proxy Host If your SIP provider says you need to
134. rnal IP addresses in IP Configuration However if you make a change to Host Address in either one of the default entries then changes you make in IP Configuration will not ever affect that entry Alternate PBX Address In the event that the Phone can no longer reach Switchvox at the PBX Address above the Phone will register to this IP address If this happens the Phone will be in Failover Mode and many of its Phone Applica tions will not be available However the phone should be able to make and receive calls over this alternate host NTP Server By default Digium Phones use NTP to retrieve time settings Unless you have a particular reason do not change these settings Switchvox Admin Reference Manual 122 Index A Abandoned Calls 100 Access Control 118 Access Control Rules 118 Actions Types 63 Adding a Sound 93 Adding an Action to an IVR Menu 62 administration account 59 Admins tools 58 Advanced Debugging 110 Aggressive Echo Cancellation 39 All Extensions 87 All Networks rule 118 Alter Caller ID 68 Alternate Host Default Option 35 Analog Phone 8 Apply Noise Reduction Filter 39 Assigned Phones and Extensions 31 audio codecs 47 52 Auto answer Switchboard initiated calls 13 Auto Attendant 15 Automatic Gain Correction 39 Automatically determine call progress 39 Average Entry Position 101 Average Talk Time 101 Average Wait Time for Abandoned Calls 101 Average Wait Time for Completed Calls 101
135. ropdown then click Append The variable will appear in the URL field When the URL is requested each VARIABLE NAME is replaced with the value of that variable For example http www mybiz com cgi bin app cgi act sACCOUNTS amp pin sPIN Switchvox Admin Reference Manual 72 PBX Features This script might verify the account number and pin then return a set of XML that includes the account information XML and Returned Values If your script returns a set of XML with values that you want to save and use you must enter the variable names in the boxes labeled 1 through 8 After Switchvox sends the call values to your script and collects the return set of variables those variables and their values are available for use on this call in this IVR menu The following is a sample DTD for the XML response from your script lt Switchvox PBX IVR xml DTD gt lt xml version 1 0 gt lt ELEMENT ivr info variablet gt lt ELEMENT variable PCDATA lt ATTLIST variable name CDATA REQUIRED gt The following is a sample XML response from your script lt xml version 1 0 encoding ISO 8859 1 gt lt DOCTYPE ivr info SYSTEM http www mybz com xml ivr dtd gt lt response gt lt result gt lt ivr_info gt lt variables gt lt variable gt lt name gt balance lt name gt lt value gt 12323 lt value gt lt variable gt lt variable gt lt name
136. roups available in Switchvox To delete an item from the collection select it and click the Delete icon 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 and then Shift click another item to select both items and all items between them Switchvox Admin Reference Manual 14 Extensions IVR Extensions This is an extension that presents a menu to the caller or performs an action It is also known as Auto Attendant in some PBX systems You must have an IVR to create an IVR extension For information about setting up IVRs see Interactive Voice Response IVR Edi tor page 60 The default extension 800 is set with the IVR menu Example IVR You can customize that IVR or create your own IVR Extension Enter a unique number for this extension For information about the extension num ber length see Settings page 30 Route to IVR Menu Select the IVR menu that you want use when this extension is called IVR Menu Entry Point Select an Action that is in the IVR menu You don t have to start at the beginning of the menu Call Queue Extensions A Call Queue extension lets an incoming call ring a group of extensions so that any one of those extensions can pick up the call Queue Setup The Queue Setup settings determine the basic information about this queue Queue Extension Enter a unique number for this
137. s This is sometimes called ROIC Reverse On Idle Condition Only enable this option if you have confirmed with your telco that hangups are signalled with polarity reversal Hardware Echo Cancellation This option enables the hardware echo cancellation module on BRI cards Hide caller id Enabling this option will disable sending caller id for this channel group Maximum transfer rate for fax transmissions Maximum transfer rate used during fax rate negotiation The default maximum transfer rate is 14400 Minimum transfer rate for fax transmissions Minimum transfer rate used during fax rate negotiation The default minimum transfer rate is 2400 Network Specific Facility Code This option is rarely used If you are unsure of what to do leave it set to None NSF or Network Specific Facility codes are special codes that are sent in PRI facility messages and are used to signal additional data to your telephone company Do not change this setting unless your telephone company explicitly stated that they require a specific NSF value Switchvox Admin Reference Manual 41 Call Routing Number of Fax Buffers Set the number of fax buffers The default is 12 This option lets you set a buffer policy to prevent fax failures on high latency systems See the related option Fax Buffer Policy page 40 You must install a fax license and the fax software to make faxing available For details see Digium Addon Products page 80
138. s You can use any OID under this Error Logs These tools are for our customer service representatives to help you with problems you might have with Switchvox You do not need to use these tools unless we ask you to The tools included here are simple error logs advanced error logs and advanced debugging sessions Advanced Debugging We recommend that you do not use this tool unless you are being directed by a techni cal support representative These debugging sessions collect detailed PCAP PRI or ACLI information to help you see exactly what is happening in Switchvox The information can be useful in identifying the source of a problem however these sessions place an additional load on Switchvox system resources Technical Support These tools are for Switchvox Technical Support representatives to help you with problems that you might have with Switchvox IMPORTANT You do not need to and should not use these tools unless it is at the request of a Switchvox Technical Support representative Switchvox Admin Reference Manual 110 Maintenance Technical Support Access lets us access your machine to help diagnose a problem You must enable Technical Support Access to use the VPN connection If you disable it then all access to your system will be closed including an open VPN connection A Technical Service Request TSR can be downloaded then sent to Switchvox Tech nical Support Maintenance The followin
139. s checked then IVR callers in this IVR Menu only can dial extensions If the IVR caller enters a valid extension Switchvox rings the extension If the caller enters an Switchvox Admin Reference Manual 75 PBX Features invalid extension then it is considered an invalid option and is handled according to that setting Options and extension dialing can coexist in the same IVR Menu However if you have an option in the menu i e 1 that starts with the same number as an extension i e 105 then the caller experiences a delay When he presses 1 Switchvox waits a moment to see whether he might also press 05 If he doesn t Switchvox proceeds to option 1 Invalid Option Settings Specify what should happen when a caller presses a key for an option that doesn t exist Select a sound to play then an IVR menu and entry point you don t have to start from the beginning of the menu Option Timeout Settings Specify what should happen if a caller fails to select any options within a certain amount of time Set the number of seconds to give the caller a sound to play and an IVR menu and entry point you don t have to start from the beginning of the menu Retry Settings Specify what should happen if a caller chooses an invalid option or times out several times Select the number of times to allow and an IVR menu and entry point you don t have to start from the beginning of the menu Time Frames Crea
140. s are running SMB version 4 0 or later On the server Switchvox the External Voicemail Provider e Set up a new SIP provider that is the client Switchvox On the new provider show Advanced Options select Yes for Host is a Switchvox PBX and enter the Jabber Hostname for the client Switchvox e Be sure that each extension that exists on the client Switchvox also exists on the server Switchvox as a Virtual extension For help managing this see Import Extensions On the client Switchvox Switchvox Admin Reference Manual 83 PBX Features e Set up a SIP provider that is the server Switchvox e Check the box to Use External Voicemail System and select the server Switchvox as the SIP provider e Set up an outgoing call rule so that calls to the voicemail access extension by default this is 899 are sent to the server Switchvox For details see Outgoing Call Rules page 14 NOTE When checking their voicemail users should go to the Switchvox User Suite on the server Switchvox Custom Voicemail You can specify the number of seconds that it takes for Switchvox to give up ona Message Length caller if they reach your voicemail but don t leave a message For example you spec ify 10 seconds someone calls and reaches your voicemail but they don t start talking then 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 di
141. s created and the group list includes the new group highlighted in blue Modifying a Group To modify a group select All Groups from the View dropdown then click Go This displays the list of groups Click Modify for the group you want to make changes to This displays the Music On Hold Group page Make your changes then click Modify Group to save your changes and go back to the Music on Hold page A success message indicates that the group has been modi fied Deleting a Group To delete a group select All Groups from the View dropdown and click Go This displays the list of groups Click Delete for the group you want to delete Be sure you really want to delete the group then click Yes Delete Group This redisplays the Music On Hold main page and a message indicates that your group has been deleted Uploading a Song Song to Upload e Select Upload Song from the Add New dropdown then click Go This displays the Upload Song page e Click Browse then use the dialog box to locate the file on your machine e Select the file that you want to upload then click OK This closes the dialog box and puts the name of the file in the Song to Upload box NOTE The file must be mp3 or ogg e Select a group this song should belong to from the Add to Group dropdown e Click Upload Song The Upload Song Main page is displayed again with a suc cess or failure message and the new song is listed Moving or Copying Songs To move
142. s especially useful for people who answer for multiple queues To use the language that has been set for this current call select Use call language If you are only using one language in Switchvox use this setting To use a specific lan guage for the pickup announcement for this queue select that language The sound file dropdown automatically lists all of the sound files in the Sound Man ager s Call Queue folder For more information see Sound Manager page 93 Acknowledge Call Yes indicates members must press 1 to accept the call If the member hangs up without pressing 1 then the call goes to the next appropriate queue member Auto Log Off After Missed Calls This setting controls when members are automat ically logged out of this queue Permanent queue members can never be logged out e Ifamember misses more calls in a row than the number in this setting he or she is automatically logged out of this queue Calls will not ring this member until he or she logs in again e Ifyou do not want members to be logged out automatically set this to 0 zero Receive calls while on a call Yes indicates that you want this to be true By default queues do not ring members who are already on a call NOTE Your phone must be able to support multiple simultaneous calls for this fea ture to work properly Caller Experience The Caller Experience settings offer options for what happens when a caller is waiting in the queue Q
143. s is the extension number to transfer calls to if the caller has entered too many invalid conference room numbers Agent Log In Extensions An Agent Log In extension is used to log an extension into call queues and or to log a virtual extension into a phone This extension can also be used to toggle logging in and logging out so that you do not have to have a separate Agent Log out extension Agent Log In Extension This is the unique number for this extension For information about the extension number length see Settings page 30 Do not require password to login YES indicates when people call this extension they are logged in without having to enter a password Login Logout toggle Yes indicates members can call this extension to be logged in or out If already logged in callers are logged out If logged out they are logged in Using this option you do not need a separate Agent Log Out extension Always prompt agents to enter their login extension YES indicates members must enter their extension to log in This is useful if you have people who share work areas and phones or if you have virtual extensions that are used by different people Affect virtual extension login logout status YES indicates this log in action or log out if toggling to affect virtual extensions For example if a virtual extension is logged into a phone and into a queue should the action of logging out apply to the virtual extension or jus
144. s own local IP address in the From header of requests SIP Provider Host List Some SIP providers have multiple servers on the internet that communicate with Switchvox For example you may register sip example com but receive calls from ny example com la example com and mia example com Use this option to list multiple hosts or IP addresses so that Switchvox can route calls from them If you do not know if there are multiple hosts ask your provider Switchvox Admin Reference Manual 46 Call Routing If there are multiple hosts ask your provider to supply you with a list of their IP addresses Call Settings Tab The Call settings determine how to manage calls with this provider Audio Codecs Some providers support more than the normal audio codecs These additional codecs may provide compression or other features that save bandwidth or lead to better call quality However you should check with your provider before selecting another codec to be sure it is supported If your Switchvox is a peer with another Switchvox you can choose any audio codec The following table describes the audio codecs If you entered a license key for the G729 Codec in Tools gt Digium Addon Products you will also see G729 in the list of codecs Bandwidth Usage Sound Codec kbits s Quality CPU Usage ULAW 85 Great None ALAW 85 Great None G722 85 Excellent Low G726 54 Good Low G729 30 Good Medium SPEEX 33 Great High GSM 35 Good Low ADPCM
145. s the data being sent back and forth A normal router does not require any special configuration but a SIP aware firewall does Contact the manufacturer of the firewall for details on setting up any nec essary routing rules SIP Phones This tool lists all phone Extensions with their respective Caller ID User Agent IP Address and Phone State Phone States The following are possible phone states e Registered This indicates the phone is configured properly and is on the network Timeout This indicates the phone was registered at some point but the server no longer recognizes it and does not send calls to this phone anymore e Unreachable This indicates the phone is not registered with Switchvox If a phone is not registered but it should be check the following The phone should be set to register every 120 seconds Some phones are by default set to only register once See your phone s user manual for more information about this set ting The phone must know the Switchvox IP address and it must have the same password as the Phone Password for the extension For more information on configuring your phone see your phone s manual or call your phone s technical support The phone must be ON its Ethernet cord plugged into the phone and the correct Ethernet jack and it must be on the same LAN as Switchvox not on a separate partitioned LAN subnet There should be no firewall between your phone and Switchvox that
146. se a type of extension to add and then put groups or extensions into the collec tions Fax Sets a system extension as the sender of the fax and then sends a fax The fax is stored in the Sent Faxes of the designated extension Check Require extension pass word if you want to require the sender to enter the password for the designated exten sion For example you have a Fax Feature Code extension of 33 You want to send a fax as if it were from extension 200 which has a voicemail password of 111 You must dial 9 for an outgoing line and you are sending the fax to 1 888 555 1212 You would dial the following from your fax machine 33200 111 91888555 1212 If the password is not required just leave it out 33200 918885551212 In both cases the fax is sent to the number 1 888 555 1212 and is stored in the Sent Faxes of extension 200 The Bulk Modify Extension tool lets you search for and select a group of extensions then modify specific settings at the same time Type some search criteria The system displays extensions meeting your criteria You may select individually or you may search for a group that will be displayed in a Select Extension box 1 Select the extensions you want to modify and they are added to the Extensions collection box 2 Select the type of setting that you want to modify then select a setting within that type Switchvox Admin Reference Manual 25 Import Extensions Extensions Specify the
147. se options may depend on your Web browser s set tings Filter Options To view and listen to a specific set of calls click on the Click to show filter options link The Apply Filter dropdown lets you filter the recordings list Click Run Filter to limit the Recorded Calls to the calls that match your filter Date Enter the surrounding dates of the time period that you would like to hear the recorded calls from Recording Tag Simply choose the recording tag of the recorded calls that you would like to hear from the dropdown Switchvox Admin Reference Manual 78 PBX Features Duration Simply choose the time limit of the recorded calls you would like to hear from the dropdown From Caller ID Enter the phone number extension or caller ID of the person who called you that you would like to hear the recorded calls from To Caller ID Enter the phone number extension or caller ID of the person who you called that you would like to hear the recorded calls from Recorded Account In this filter option you must choose either Phone Extensions Call Queues or Extension Groups from the dropdown and then choose which account from the lists that are displayed below the menu Call Recording You can back up your recorded calls to an external FTP server before the calls are Settings deleted This is highly recommended if you rely on call recordings On the main page click Enter Call Recording Settings Enter your FTP server set tin
148. sk You can also set a number of seconds to let the caller speak and after that the call is disconnected This is useful if you are concerned about storage capacity Switchvox Admin Reference Manual 84 Notification Notification SMTP Settings 85 Templates 86 SMTP Settings Voicemail Notification Email From Address Outbound SMTP Server Outbound SMTP Username and Password Running Voicemail Notification Diagnostics When voicemail is received for a phone type extension a notification email message is sent to the extension s email address SMTP Settings let you set a From address for those email messages and the SMTP server You may need to set this field to be a real email address before you are able to receive voicemail notification emails Some strict mail servers bounce email that comes from the localhost localdomain domain Enter an email address When you receive emails notifying you of new voicemail messages they will come from this email address You may need to set this field to be areal email address before you are able to receive voicemail notification emails Some strict mail servers will bounce emails appearing from the domain local host localdomain Enter the hostname of your SMTP server Some ISPs or network admins require all outgoing email to pass through a specific SMTP server If you are having trouble receiving voicemail notification emails you may want to specify the hostna
149. song files to a different group check the box for each song that you want to move select the new group from the Move To dropdown then click Move To The song list is refreshed and reflects this change To copy song files to a different group check the box for each song that you want to copy select the new group from the Copy To dropdown then click Copy To The song list is refreshed and reflects this change Deleting Songs To delete song files check the box for each song that you want to delete then click Delete Review the list of songs that will be deleted be sure that you do indeed want to delete them then click Yes Delete Files The files are permanently deleted the Music on Hold page is displayed and a success message indicates that the files were deleted Switchvox Admin Reference Manual 92 Media Sound Manager Adding a Sound Modifving Playing a Sound 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 that s connected to Switchvox Use the main page of the Sound Manager to see and manage your sounds e View all sounds e View all of the sound packs folders or languages e View all sounds within a folder e Add anew sound sound pack folder or language
150. space Switchvox Admin Reference Manual 106 Diagnostics load If load is over threshold check Diagnostics gt Current Calls to see if the sys tem is hitting a peak spike amount of concurrent calls Advanced Server Information A Switchvox Technical Support representative may ask you check this area for a specific issue In most cases you will not need to use this tool Disk Usage This section shows an overview of the disk usage and lists each extension and its disk usage For information about disk space quotas see General Settings Setup gt Extensions gt Manage gt Phone and Virtual Extensions gt Profile Information gt Advanced Options gt General Settings SNMP Switchvox OIDs SNMP Simple Network Management Protocol is used to monitor devices on an IP network If you are not already using SNMP then you can ignore these settings If you are already using SNMP you can monitor the OIDs that the Switchvox agent provides IMPORTANT Be sure to allow SNMP traffic in Switchvox Access Control By default SNMP traffic is not allowed SNMP v1 v2c Community Name Enter the Community Name for the SNMP com munity to which Switchvox should belong SNMP v3 User Name Enter the SNMP User Name if you are using SNMP version 3 SNMP v3 Password Enter the SNMP Password if you are using SNMP version 3 The Switchvox prefix is 1 3 6 1 4 1 22736 10 1 Switchvox Information 1 3 6 1 4 1 2
151. t hour of the day and day of the week e g Monday extensions providers or the incoming DID You can select what fields of data you want to include in a report depending on what calls you include in the report The fields include total calls incoming and or outgoing talking time and call duration and average times Call duration means the entire call including time spent in an IVR or waiting in a queue Talk time means the time when the callers were actually talking to each other To generate the report you can choose one of the following output options View Report Open the report in the browser window Output to xls file Download a xls file that you can open with an application such as Microsoft Excel Output to xml Download an xml file Chart Report Open the report as a graphical chart in the browser window Queue Reports Queue Logs 99 Queue Reports 100 Queue Status 100 Scheduled Reports 101 Queue Logs Queue Logs return a list of queue calls based on the criteria that you specify Date Range The log will include queue calls that happened during this date time range Queue The log will include calls made to this queue Switchvox Admin Reference Manual 99 Queue Reports Type of Queue Call The log will include only these types of queue calls Queue Reports Call Queue Reports Queue reports can be broken down based on talk and wait times date day of the week e g Monday or hour of th
152. t the channels to add to the group e Enter the Callback Extension and the Default Fax Extension for the channel Voice calls that do not match any Incoming Call rules or routes are sent to the Callback Extension If you have fax installed Fax calls that do not match any Incoming Call Routes are sent to the Default Fax Extension NOTE Unless you are an advanced user do not change any of the other settings When you are done 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 Device Type describes the type of line that is connected to the PBX through this device The following options are available FXO and FXS Foreign Exchange Office FXO and Foreign Exchange Service FXS device types refer to the type of interface on the telephone equipment an FXO interface receives power battery and receives ring signals and an FXS interface pro vides power battery and generates ring signals FXO devices can only communicate with FXS devices and vice versa Each FXO and FXS type listed in the dropdown has an associated signaling type kewlstart loopstart or groundstart The signaling type is the language the interface uses to communicate to the devices connected to it Some devices have their signaling type preset and cannot be changed for example analog cards Some devices can have their signaling type
153. t the queue Queues to Affect Affect All Queues YES indicates all of the queues in the system are affected Switchvox Admin Reference Manual 20 Extensions Otherwise only the indicated specific queues into the collection are affected If you don t want to affect call queues with this Agent Log In do not select any queues Agent Log Out Extensions An Agent Log Out extension is used to log an extension out of call queues and or to log a virtual extension out of a phone Agent Log Out Extension Enter a unique number for this extension For information about the extension num ber length see Settings page 30 Queues to Affect Affect All Queues YES indicates that all of the queues in the system are affected Otherwise enter specific queues into the collection If you don t want to affect call queues with this Agent Log In do not select any queues Do not require password to log out YES indicates this is true When people call this extension they are logged out with out having to enter a password Affect virtual extension login logout status YES indicates if the log out action affects virtual extensions For example if a virtual extension is logged into a phone and into a queue it indicates if the log out action applies to the virtual extension or just the queue Intercom Paging Extensions An Intercom Paging extension can make an announcement on a group of speaker phones Phones in the group
154. tchvox without valid login information that person probably does not have a legitimate reason to reach Switchvox e To change the options for automatic blocking click Edit Blocking Options e To unblock an IP address or netmask click Unblock on that item e To find an IP address that has been blocked use the Search field You can enter an IP address an extension number or an administrator s login NOTE If you have physical access to the Switchvox server you can use the Basic Server Function Unblock Local IPs to remove the blocks for local IP addresses See Basic Server Functions page 120 Edit Blocking Options The IP Blocking Options determine when Switchvox blocks an IP address from log ging into or connecting to Switchvox Web Suite and API Logins Login attempts before lock out If an IP address attempts to log in as a Switchvox extension or administrator but fails this number of times then the IP address is locked out of Switchvox That means the IP can reach the Switchvox Web Suite and API but no login information can be entered Login attempts before IP block If an IP address attempts to log in as a Switchvox extension or administrator but fails this number of times then the IP address is blocked from connecting to Switchvox That means that Switchvox does not let that IP display any part of the Web Suite or access the API Number of blocked IPs from the same network to trigger a netmask block If this
155. ted_secs gt lt recording info gt Switchvox Admin Reference Manual 79 Deleting Recorded Calls PBX Features To delete call recordings check the box for each one that you want to delete then click Delete Checked at the top of the list Be sure that you do indeed want to delete the recordings then click Yes Delete If you are deleting user initiated recordings the recordings are deleted from the user s Mailbox Digium Addon Products Finding Product Addons This lets you register and enable Digium Addon products To add a product e Select the product from the dropdown e Enter your License Key e Click Submit NOTE If you install a Fax license you will be prompted to download and install the related fax software For information about what Addons are available for your Switchvox go to Switch vox Product Addons On the Switchvox Product Addons website you must enter your Switchvox Registra tion Code to find your Addons You can find your Registration Code on your Switch vox DVD Your Addons could include your Switchvox Fax License other freely available Addons and other available Addons that are specific to your Switchvox Event Triggers Default URL Events Event Triggers let you set up Switchvox to interact with external web based applica tions When certain events occur in Switchvox it can do an HTTP POST that includes information about the event and then respond to XML that is
156. ter this list of extensions by selecting the desired Extension Type from the dropdown Options are to display only phones IVRs call queues or virtual exten sions View Extensions To filter the list of extensions select an extension type from the View dropdown The list then displays only extensions of the selected type Switchvox Admin Reference Manual 6 Extensions To find a particular extension use the Search box entering at least 3 numbers of the extension or at least 3 letters of the first or last name The list is narrowed to just the extensions that match To sort the table by a column click on the column name Password Warnings There may be warning icons displayed in the Extension column next to any extension if the system has evaluated its passwords as weak Weak passwords can make your Switchvox vulnerable to intrusion By default Switchvox requires strong passwords be used for extensions and phone registrations These weak passwords may have been created prior to a strong pass word requirement or you may have turned that requirement off For details about requiring strong passwords see Settings page 30 For details about setting an extension password see Numeric Password page 9 For details about setting a phone registration password see Phone Password page 13 Log In Click an extension s Log In icon to open its Switchvox Extension Tool Suite This lets you access that extensions E
157. the Switch vox software to restart All current phone connections will be dropped and mem bers will be logged out of all call queues Switchvox Admin Reference Manual 96 Media Switchvox Admin Reference Manual 97 Reporting This section describes the Reporting category which describes how to generate detailed usage reports about your calling patterns and queue activity Call Reports 98 Queue Reports 99 Call Reports Concurrent Calls 98 Call Logs 98 Call Reports 99 Concurrent Calls The Concurrent Calls Report shows the total calls happening at the same time over a date and time range that you define Call Logs Call Logs lets you generate a log of call activity Call logs are generated for the date range and criteria that you specify Criteria include extensions providers caller ID or Incoming DID View Report Opens the report in the browser window Output to xls file Downloads a xls file that you can open with an application such as Microsoft Excel Switchvox Admin Reference Manual 98 Queue Reports Call Reports Call Reports lets you generate a report about call activity Call reports are generated for the date range and criteria you specify and they include the information you specify Check the Ignore Weekends box if your organization is not active on weekends and calls on those days can be ignored Call reports can be broken down based on cumulative numbers date accoun
158. the Time Frame to compare against Then Go To IVR Menu Select the VR menu the caller should be sent to if the above statement is true At Entry Point Select an action that is in the above IVR menu You do not have to start at the beginning of the IVR Change Language This action changes the Call Language of this call and any sounds played after this action are played in this language or the default language if there is no sound available for the call language Language to Change To Select a language from the dropdown The dropdown includes the languages that are available in the Sound Manager Alter Caller ID This action alters the caller s callerID name or number You can Prepend Append or Replace the name or number with your information This is useful to include information that a caller has entered or to show which IVR options the caller had selected Switchvox Admin Reference Manual 68 PBX Features How do you want to modify the Caller ID Select Prepend Append or Replace the callerID with your information Which part of the Caller ID do you want to modify Select Number or Name depending on which part you want to modify Use this text to modify the Caller ID Enter the text that you want or use the text from a previously set variable Wait This action adds a delay before the next action Wait time in seconds Enter the number of seconds to wait before continuing to the next action This
159. the current Switchboard user This does not apply to who is calling but is instead the extension who has launched this Switchboard panel SESSION_ID A string of numbers and underscores represent ing the current switchboard session There is no guarantee that this session_id is unique across logins or machines FIRST_LOAD A boolean integer value indicating if this is the first time the panel is requesting the page On startup the panel will request the URL without any associated call information with FIRST_LOAD set to 1 After subsequent calls FIRST_LOAD will be set to 0 PARTIAL_REG_CODE The last four digits of your Switchvox s registra tion code FULL_REG_CODE_DIGEST A hexadecimal MD5 hash of your Switchvox s registration code Switchvox Admin Reference Manual 90 Media Media Music On Hold 91 Sound Manager 93 Music On Hold Managing Music On Hold Music On Hold MOH lets you set up audio program s for callers to hear when they are not actively on a call 1 e on hold waiting in a queue parked or being trans ferred Although the audio in MOH is referred to as songs you can also include custom announcements and update them as often as you like It s a great tool for communicating with your customers MOH is organized in groups of songs Most MOH situations use the default group which you can customize by adding and deleting songs MOH in a call queue can use any group For example you
160. the queue information for today Detailed View Lets the extension open this queue panel and display his call information for today an overview of all the queue information for today and the members and callers in the queue Simple Conference Room Extensions This extension provides a single conference room for anyone who calls or is trans ferred to this extension Conference Room Extension This is the unique number for this extension For information about the extension number length see Settings page 30 Play Sound on Entry Exit Yes indicates you want a sound to play as callers enter and exit the conference Play Music On Hold for One Person Yes indicates Music On Hold will be played when there is only one person in the conference Out of Conference This is the extension number to transfer calls to when a caller presses in a conference Switchvox Admin Reference Manual 19 Extensions Meet me Conference Center Extensions This extension provides an access point to each user s conference room Callers to this extension are prompted for a PIN corresponding to a specific user s conference room Meet Me Conference Center Extension This is the unique number for the extension For information about the extension number length see Settings page 30 Number of Invalid Attempts This is the number of attempts to allow before transferring the caller to the specified extension Route Caller to Thi
161. timeout 49 Internal Directory 87 Interruptible Actions 64 interruptible sound 65 IP Configuration 115 IVR Change Language 68 Check User Password 74 Concatenate Variables 72 Conditional Clause 68 Gate Keeper 67 Get Extension Status 73 Get Extension Type 74 Get Global Variable 72 Perform Math 71 Play DTMF Tones 71 Record Digits 70 Remove Distinctive Ring Hint 75 Say A Number 70 Say Date Time 70 Say Digits Letters 70 Switchvox Admin Reference Manual 124 Send an Email 65 Send Call Values to URL 72 Set Distinctive Ring Hint 75 Set Global Variable 71 Set Variable 71 Time Based Clause 68 XML and Returned Values 73 IVR Extension 15 IVR Extensions 15 IVR Menu Entry Point 15 IVR Options 75 L Language and Locale 9 language for sound 65 log of call activity 98 Login Actions 10 Longest Queue Length 100 Longest Wait Time for Abandoned Calls 101 Longest Wait Time for Completed Calls 101 M mailbox quota fax 10 voicemail 10 Maintenance tools 111 Making Phones Visible to Switchvox 34 Manage Announcements 18 Managing Languages 95 Managing Music On Hold 91 Media 91 Member Status 101 Merge Sounds 67 Modifying a Time Frame 77 Modifying an existing action 63 Modifying Notification Templates 86 Modifying Playing a Sound 93 Moving a Sound into a Folder 94 Music On Hold 91 N Network Proxy Settings 117 Network Specific Facility Code 41 Networking 115 Notification 85 Notification Templates 85 Numeric Passw
162. ting a New Time Frame 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 that you can use Business Hours Outside Business Hours and Weekends Only You can modify or delete these time frames or create 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 conditions 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 e Click Create Time Frame Conditions e Enter a Date Range Day of the Week Range or a Time Range or any combina tion e Continue adding conditions until you have completed the Time Frame definition Switchvox Admin Reference Manual 76 Modifving a Time Frame Deleting a Time Frame The following are sample time frame definitions PBX Features Start Date End Date Start Day End Day Start Time Monday Monday Wednesday Wednesday End Time Mondays 12 00am to 11 59pm and Wednesdays 12 00am to 11 59pm Start Date End Date Start Day End Day Start Time End Time 3 00AM 6 00AM Early Morning Start Date End Date Start Day End Day Start Time End Time 07 01 2011 07 07 2011
163. tion is interruptible the caller can press any key to interrupt and the IVR remembers that one key 3 If multiple subsequent actions are interruptible the IVR remembers each key that was pressed to interrupt each action 4 When an IVR has collected one or more keys through a series of interruptible actions it uses those keys in the order they were pressed in the following man ner 1 If there is an upcoming Record Digits action with no un interruptible action in the way the keys are reserved for the Record 2 Digits action They will not be used to dial an extension or to select an option 3 If Enable Extension Dialing is on and the first key pressed matches an exten sion number Switchvox pauses for 3 seconds to see if the caller will press a second key If a second key is pressed and a valid extension is dialed the call is transferred However if two or more keys are pressed that do not match a valid extension then the key press is considered an Invalid Option see IVR Options 4 If Enable Extension Dialing is not on or the caller presses a key that does not match an extension or the caller does not press a second key within 3 seconds the option that matches that key is selected and the caller is sent to that option s IVR menu Play Sound This action plays a sound from the Sound Manager to the caller If you want to play sounds recorded by the caller use the action Play Recorded Sound Switchvox Admin Ref
164. tion when calls first enter the queue Longest Wait Time for Completed Calls Longest time that a call was in the queue and was answered by a queue member Longest Wait Time for Abandoned Calls Longest time that a call was in the queue but hung up before being answered by a queue member Average Wait Time for Completed Calls Longest time that a call was in the queue and was answered by a queue member Average Wait Time for Abandoned Calls Longest time that a call was in the queue but hung up before being answered by a queue member Average Talk Time Average time that queue members spent talking with callers from the queue Member Status shows each member of the queue their extension and queue status logged in logged out or logged in but paused who they are talking to and the amount of time they spent on their last call It also includes statistics the number of calls they have taken today and the average time they spent talking on those calls Current Calls Waiting shows the calls that are currently waiting in the queue including the current position caller ID how long they have been waiting in the queue and the position in which they entered the queue Scheduled Reports Scheduled Reports is similar to Call Reporting but here you can set up a report to run at a certain time with a particular output and the report is sent to you via email based on those criteria To create a new report click Create Scheduled Re
165. to Tools gt Media gt Sound Manager e Select Sound Pack from the Add New dropdown e Click Go e Click Browse and locate the file on your computer e Click Add Sound Pack The sound pack is added to the Sound Manager and the language of the sound pack is available for use Managing Folders Sounds are organized in folders Switchvox comes preconfigured with several folders which cannot be deleted Typically the folder name indicates the type of sounds it contains Any new folders should be named accordingly Adding a New Folder To create a new folder select Folder from the Add New dropdown then click Go Enter a unique name and a description for this folder then click Create Sound Folder This displays the Sound Manager main page with a message that a new folder has been created and the new folder is included in the folders list Modifying a Folder To modify a folder click its Modify button Make your changes then click Modify Sound Folder The Sound Manager main page is displayed with a message that the folder has been modified Deleting a Folder To delete a folder select its Delete button Be sure that you do indeed want to delete this folder and all of the sounds in it then click Yes Delete Folder The folder and all sounds in it are permanently removed and the Sound Manager page is displayed with a message that the folder has been deleted Switchvox supports multiple languages Each sound in the Sound Manage
166. true Switchvox Admin Reference Manual 23 Extensions Group Pickup Extensions A Group Pickup extension can pick up a call ringing on another extension For exam ple assume that the Group Pickup extension is 110 the authorized extension is 111 and the group includes extension 112 and 113 in that order If extension 112 is ring ing dialing 110 from extension 111 picks up the call ringing on 112 If extensions 112 and 113 are ringing extension 112 is picked up calls are picked up in the same order as the extensions are listed Group Pickup Extension Enter a unique number for this extension For information about the extension num ber length see Settings page 30 Authorized Extensions Choose a type of extension to add and then put groups or extensions into the collec tion Extensions to Pickup Choose a type of extension to add and then put groups or extensions into the collec tion Dial Tone Extensions A Dial Tone extension plays a dial tone when it is called Dial Tone Extension A unique number for this extension For information about the extension number length see Settings page 30 Feature Code Extensions A Feature Code extension lets you perform a certain operation by dialing a the two digit feature code then another extension Go To Voicemail Directly dials another extension s voicemail For example if you define 56 as the Go To Voicemail feature code to transfer a calle
167. tton This displays the Update a Sound page This page shows the sound the available languages and the sound s sta tus name sound pack description and actions allowed Switchvox Admin Reference Manual 93 Deleting a Sound Moving a Sound into a Folder About Sound Packs Media When the settings are correct click Save Sound If you are uploading a file the trans fer begins The system redisplays the Sound Manager main page with a message that a new sound has been added and the new sound is included in the list of sounds Play Plays the sound on your computer You must have a sound player application installed to hear the sound For sounds in the gsm format Quicktime by Apple is a good player Play To Phone Displays the Play To Phone dialog box Enter the extension to ring then click Go This rings the extension then plays the message when you pick up the phone Modify Displays the Sound Details page Make your changes then click Update Sound File The Sound Manager main page is displayed with a message indicating that the sound was modified WARNING If you are uploading or re recording the sound file the existing file is replaced You will not be able to retrieve the old version of the file Record Over Phone Displays the Sound Details page Enter the sound name and description and an extension to ring Click Record Make your recording then hang up the phone or press Upload File Displays the Sound
168. uch as another analog PBX to the FXS port of an analog card PRI The Data channel is a single channel used for call control on T1 E1 PRI connec tions It is usually on channel 24 for T1 and 16 for El connections The Bearer chan nels carry the audio for T1 E1 PRI calls Full PRIs use all channels except for the D channel Partial PRIs use a subset for the Bearer channels PRI T1 E1 D Data Channel The Data channel is a single channel used for call control on T1 E1 PRI connections It is usually on channel 24 for T1 and 16 for El connections PRI T1 E1 B Bearer Channel The Bearer channels carry the audio for T1 El PRI calls Full PRIs use all channels except for the D channel Partial PRIs use a subset for the Bearer channels BRI The Data channel is the third channel on every BRI that controls signaling The Bearer channels are the first two channels on a BRI that actually pass calls BRI D Data Channel The Data channel is the third channel on every BRI that con trols signaling BRI B Bearer Channel B channels are the first two channels on a BRI that actu ally pass calls E amp M Signaling The E amp M Ear amp Mouth Signaling device type is a different type of T1 signaling used by some telephone companies E amp M signalling describes certain older T1 lines Select this option if you have an E amp M or E amp M wink circuit some times referred to as a Supertrunk This is the extension to ring when a voice call com
169. ueue Callers Hear Indicates whether callers should hear ringing or Music On Hold while they are waiting in the queue If you select Ringing then Music On Hold and Announcements options are not avail able Switchvox Admin Reference Manual 17 Extensions Music On Hold Group Indicates the Music On Hold Group you want to play for callers waiting in this queue Announce Position in Queue If Yes the caller hears an announcement when they enter the queue and the announcement says what the caller s position is in the queue The announcement is repeated depending on the Announcement Frequency setting If No the caller hears Music on Hold with no position announcement Announce Estimated Hold Time in Position Announcements If yes the caller hears an estimated hold time along with his position in the queue The estimated hold time is derived from how many other calls are in the queue and the average time it took to answer previous calls Announcement Frequency This is the number of seconds between announcements Manage Announcements There are various announcement sounds that are played to the caller when he or she is waiting in a queue All of these sounds can be customized for this queue Each announcement listed here has a description and a sound file dropdown to select the sound that plays when this announcement is triggered The sound file dropdown automatically lists all of the sound files in the Sound Man ager s Cal
170. uld not need to change this but if you do you must be sure that the SIP traf fic to and from the phone is routed correctly Override Dial Plan Phone admin Password Reset Phone registration Password on Reassignment from Phone Audio Codecs Common Phone Settings These can be set for snom phones and Polycom phones Line Label This is the set of letters and or numbers that are shown on the line for your extension By default this is your extension number Hide missed calls This turns off the missed calls notification You can turn this back on but you will have to restart your phone so any calls you have missed in the mean time will be ignored and you will not have a missed call notification after the phone is restarted Polycom Phone Settings These can be set for Polycom phones only Line keys per registration This sets the number of buttoned lines on your phone that are set to this extension For example if you have a 3 line phone you can set all 3 lines to your extension That way you can have an active call and 2 calls on hold and use the buttons to manage those calls Any line on the phone that is not used for your own extension will be automatically filled with your Phonebook entries For details see the Extension Owner s User Guide Phone Features page 12 Show caller profile on phone These options determine whether or not the Switch vox Profile feature is used on the phone Advanced Options DTMF
171. umber to the caller The number 1445 is read as one thousand four hundred and forty five If you want it to say one four four five use the Say Digits Letters action Number to Say Select a variable that contains the number to say or enter the number in the field Say Date Time This action plays a date and time to the caller This can be the current date and time a specific date and time or the date and time contained in a variable Say the current date and time when the call enters this action Check the box Yes Switchvox Admin Reference Manual 70 PBX Features if you want this to be true Say a predefined date Enter the date to be played Enter a time also or leave it blank Say date from a variable Select a variable from the dropdown This variable must be in epoch time Format to Say the Date in Select a format for the date to be played Play DTMF Tones This action plays DTMF tones DTMF Digits to Play Select a variable that contains each of the DTMF digits to play or enter the digits in the field Play each digit for this many milliseconds Select the number of milliseconds that you want each DTMF tone to play Wait this many milliseconds between digits Select the number of milliseconds that you want to wait before the next tone is played Perform Math This action performs a mathematical operation on two IVR variables and stores the result in a new variable Choose the variables for
172. ure that each phone has finished rebooting This can take as much as 10 min utes and it is important that it is finished before you move on to the next step If the date and time are shown on the phone s display that indicates that it has fin ished rebooting Once your phone has finished rebooting and is back online it is in the Unconfig ured Phones list Now it needs to be assigned an extension Switchvox Admin Reference Manual 33 Unconfigured Phones Configured Phones Making Phones Visible to Switchvox Phones Phone Model Not Reported Switchvox is not able to determine the phone model for some phones Despite that these phones can still be configured During the configuration process Switchvox updates the firmware on the phone if necessary and that helps to determine the model Unconfigured phones are the phones that are registered with Switchvox and can receive configuration files but these phones do not yet have an assigned extension NOTE The Config Authentication Login and Password shown on this page are used when the phone requests a current configuration file from Switchvox This is different from the phone s registration login and the extension s login and you can safely ignore this information To remove a phone from this list and put it back on the Unknown Phones list check the box for that phone and click Reject Checked Phones To assign an extension to a phone e Click the Modify icon
173. value Click Add or Cancel Review the extensions and the changes that will be made to those extensions Click Save Modifications on Fw The Import Extensions tool lets you create and update multiple SIP or Virtual exten sions from data in an imported CSV file The Import Extensions File The Import Extensions File must be in Comma Separated Value CSV format The first line of the file must be a header line that labels each column Each subse quent line should be an extension line that contains the values of an extension Depending on the type of extensions you are working with SIP or Virtual different information is required or accepted You can use a file that has additional columns of information Switchvox ignores this information as long as the required extension information is included correctly The order of the labels in the header is not impor tant but the values of each extension must match the order of the labels If you are working with SIP extensions the value of phone_password cannot be the same as extension If you are updating an existing extension and you have some information that you do not want to change use just the comma with no spaces or text If you want to make it blank put a space in that column When your Extension File is ready go to Setup gt Extensions gt Manage and click Import Extensions see Import Options page 27 File Information This table describes the data for each type of
174. ve an Appliance with an LCD Panel Switchvox Admin Reference Manual 120 Networking Phone Networks Phone Networks determine how a Digium Phone should behave depending on the IP address and netmask of the Phone as it sits on the network If the Phone cannot get on the network because it is trying in vain to use the wrong Phone Networks information use the Phone s Select Network option to select the Phone Network that matches the network you want the phone to use This is accessed via the Phone s Main Menu gt Preferences gt Select Network IMPORTANT for a remote phone a phone that is not on the same network as Switchvox make sure that you have an Access Control Rules in place see Create an Access Control Rule on page 118 and that your router is forwarding the appropriate ports to Switchvox When creating a Phone Network enter following information Name A unique name for this network Network The IP address and Netmask of the network where Digium Phones could be located This should be the IP address that the phone obtains and uses to identify itself on this network For example this might be a subnet in your office or the IP address of a phone at an employee s home This is not a remote employee s external IP address which you would use in an Access Control Rule Direct Port Access Set to YES if the phone while on this network has access to these ports on Switchvox Port 80 for getting phone firmw
175. w whether a call is waiting in a parking lot or whether you are logged into a queue See Status Indicator page 55 in the Switchvox Extension Owner User Guide e Distinctive Ringtones Set the audio file of your choice to ring on incoming calls depending on the caller See Ring Rules Tab page 17 in the Switchvox Exten sion Owner User Guide e Auto answer Set an automatic answer in Intercom mode depending on your caller See Ring Rules Tab page 17 in the Switchvox Extension Owner User Guide e Combine Ringtones and Auto answer Combine a ringtone and auto answer depending on the caller See Ring Rules Tab page 17 in the Switchvox Exten sion Owner User Guide e Phone Applications Access many of the Switchvox features right from your phone The Phone Features available on your phone vary depending on the type of phone you have e General Options are available on snom and Polycom phones e Other features are only available on Polycom phones If you have a newer Poly com phone with three or more lines e g the VVX 1500 or SoundPoint 450 550 560 650 or 670 you should be able to take full advantage of your Phone Feature Pack Other Polycom phones may not offer all of the features e Ifyou use Switchvox remotely your phone is not on the same network as Switch vox you will not see Switchvox Caller Profiles Subscription Expiration If your Switchvox subscription is about to expire then you will see
176. w to show an extension s profile e To mark an extension or group as Permanent or Login select them and click the appropriate icon 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 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 Control click to select two or more items that aren t together in order e Click an item and then Shift click another item to select both items and all items between them To delete an item from the collection select it and click the Delete icon Queue Member Settings These settings determine how queue members behave in the queue Seconds to Ring Each Member This is the maximum number of seconds a queue member s phone can ring before the system stops ringing that member and goes to the next member of the queue There are some issues to keep in mind e Ifa queue member has a call rule that answers sooner than this setting the call rule is applied For example if a queue member has a call rule that sends the call to voicemail after two rings an
177. words YES indicates you require phones register with Switchvox using a strong password A strong password has at least six characters one of each character type uppercase letter lowercase letter Switchvox Admin Reference Manual 30 Phones number and symbol no sequences abc 123 no more than 2 of the same charac ter type in a row and includes 2 symbols For example m 2T 1 If you do not want to use symbols you can just make the password longer For details about the extension setting that this affects see Phone Password page 13 NOTE If you are using Digium Phones or you used Phone Feature Packs to con figure a phone then the phone is already configured with a very strong password Click Save Extension Settings when finished Phones The Phones tool allows you to select either Digium Phones or Phone Feature Packs to make phone assignments Digium Phones 34 Phone Feature Packs 35 Digium Phones When you select this option it displays the Digium Phone Assignment page which lists the unassigned extension by default Phone assignments define the Switchvox SIP Phone extension assigned to a Digium Phone s MAC address An assignment must define Line Key 1 as a Switchvox SIP Phone extension but an assignment can also define lines 2 6 Those lines can be another SIP phone extension on Switchvox or an external extension You can filter the phone assignments for viewing from among the following types e
178. x transmissions Maximum transfer rate used during fax rate negotiation The default maximum transfer rate is 14400 RSA keys can be used for authenticating peers using JAX This is not usually neces sary when using commercial AX providers but it can be handy when peering multi ple IAX compatible PBXs together Click Download to save the current RSA key Then you can upload it to other phone systems when you create or modify an IAX Provider on that system You can rename this RSA key to something unique to this Switchvox PBX Enter a new name in the Rename RSA key field then click Rename This can help you iden tify keys as you set up peered PBX systems For example you may name this key bostonoffice and another system s key londonoffice These are the source ports used for establishing the RTP media pathway for SIP calls It is unlikely that you will need to change this setting Only change it at your pro vider s request Outgoing Calls Outgoing Call Rules The Outgoing Calls tools let you handle all aspects of outgoing calls It is comprised of three tabs Outgoing Call Rules Caller ID Rules and Call Diagnostics All rules are displayed in a table on the Outgoing Call Rules page Clicking the Create Outgo ing Call Rule button displays the Outgoing Call Rule page An outgoing call rule is a dialing pattern and associated routing information For example the International outgoing call rule is triggered when a user dials
179. xtension Suite without knowing or entering its pass word The extension owner can be logged in at the same time so be careful when either of you are making changes Create an Extension The Create Extension button defines the new extension type and template then dis plays an appropriate Profile Information page to complete the extension definition After completing the profile information Save Extension saves everything and redis plays the Manage Extensions page which now lists the new extension NOTE If you have not created your own template leave the template field as Default Extension Types There are many different types of extensions in Switchvox The phone and virtual extension types SIP Analog and Virtual have most of the same settings and they have a corresponding Extension Suite account Other types of extensions do not have a user name and password for a Extension Suite account See the following sections for specific information for the following extension types Phone and Virtual Extensions page 8 e IVR Extensions page 15 e Simple Conference Room Extensions page 19 e Meet me Conference Center Extensions page 20 e Group Pickup Extensions page 24 Switchvox Admin Reference Manual 7 Extensions e Intercom Extension page 21 Directory Extensions page 22 Voicemail Access Extension page 23 Call Parking Extensions page 23 Dial Tone Extension
180. ype of members that you want to add and then add items to the collec tion Call Parking Extensions A Call Parking extension parks a call so that it can be retrieved from another phone Users transfer the call to the main Call Parking extension but the call is parked in one of the extensions in the range specified Parking Lot Start and End The range of extension numbers to be used for parked calls A Call Parking extension 700 is preconfigured and reserves all extensions between 701 and 799 For information about the extension number length see Settings page 30 Seconds Before Calls are Returned The number of seconds that a call should remain parked before returning the call to the extension that parked the call The default is 90 seconds Voicemail Access Extension A Voicemail extension goes directly to the voicemail system where extension owners can check their voicemail This is not an extension to leave a voicemail message it is strictly for retrieving voicemail Voicemail extension 899 is preconfigured for you Voicemail Access Extension Enter a unique number for this extension if you want to use a different extension than 899 first delete the 899 extension then create a new Voicemail Access extension For information about the extension number length see Settings page 30 Do not require password as long as caller is calling from their own extension YES indicates that this is

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