Allworx 6x User guide

Allworx®
Server Administrator’s Guide
Release 7.5
Updated April 9, 2013
Allworx Server Administrator’s User Guide
System Administrator’s Guide – Release 7.5
© 2013 Allworx Corp, a Windstream company. All rights reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopy, recording, or otherwise without the prior written permission of Allworx Corp.
Software in this product is Copyright 2013 Allworx Corp, a Windstream company, or its vendors. All
rights are reserved. The software is protected by United States of America copyright laws and
international treaty provisions applicable worldwide. Under such laws, the licensee is entitled to use
the copy of the software incorporated with the instrument as intended in the operation of the product
in which it is embedded. The software may not be copied, decompiled, reverse-engineered,
disassembled, or otherwise reduced to human-perceivable form. This is not the sale of the software
or any copy of the software; all right, title, ownership of the software remains with Allworx or its
vendors.
A caution statement in this manual identifies a condition or practice, which if not corrected or
discontinued immediately, could lead to equipment failure, equipment damage, or data loss.
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Table of Contents
1
Introduction .................................................................................................. 1
1.1
1.2
1.3
2
Accessing Web Administration .................................................................. 5
2.1
2.2
3
3-Digit vs. 4-Digit Extensions ................................................................... 39
Important Notes ....................................................................................... 44
Multi-site Calling ...................................................................................... 44
User Passwords ......................................................................................... 45
8.1
8.2
9
General Network Configuration Requirements ......................................... 27
Network Mode: Standard Router ............................................................. 29
Network Mode: LAN Host ........................................................................ 30
Network Mode: NAT/Firewall ................................................................... 31
Allworx Server behind a 3rd-Party NAT Firewall ...................................... 33
Network Mode: NAT/Firewall with DMZ ................................................... 34
Network Mode: NAT/Firewall with Stealth DMZ ....................................... 36
VPN.............................................................................................................. 37
Internal Dial Plan and Extension Length.................................................. 39
7.1
7.2
7.3
8
Upgrading from Prior Releases ................................................................ 23
Activating Server Software ...................................................................... 24
Network Configuration .............................................................................. 27
5.1
5.2
5.3
5.4
5.5
5.6
5.7
6
7
Setting the Time ...................................................................................... 19
Business Contact Information .................................................................. 19
Feature Keys ........................................................................................... 20
Upgrading Server Software ....................................................................... 23
4.1
4.2
5
User Roles................................................................................................. 5
Role Permissions....................................................................................... 7
Configuring a New Allworx Server ........................................................... 19
3.1
3.2
3.3
4
Who Should Read This Guide ................................................................... 1
Purpose ..................................................................................................... 1
Allworx Family of Servers .......................................................................... 2
Requirements .......................................................................................... 45
Users ....................................................................................................... 47
Adding Users .............................................................................................. 49
9.1
9.2
9.3
User Templates ....................................................................................... 49
User Template Settings ........................................................................... 51
Modifying Users ....................................................................................... 53
10 Adding Handsets........................................................................................ 55
10.1
10.2
10.3
Allworx Desk Phones ........................................................................... 55
Reach Handsets .................................................................................. 64
Installation Assistance for Reach Users ............................................... 65
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10.4
10.5
10.6
Generic SIP Phones............................................................................. 66
Analog Phones..................................................................................... 66
Testing Phones .................................................................................... 67
11 Configuring Allworx Phones ..................................................................... 69
11.1
11.2
11.3
11.4
11.5
11.6
11.7
11.8
11.9
View Configuration ............................................................................... 71
Multiple Call Appearances.................................................................... 71
Handset Preference Groups................................................................. 71
Handset Preference Group Settings..................................................... 73
Programmable Function Keys (PFKs) .................................................. 83
Enhanced PFK Administration ............................................................. 87
Call Assistant Appearances ................................................................. 88
Handset Templates .............................................................................. 89
Phone Web Administration ................................................................... 92
12 Shared Call Appearance ............................................................................ 95
12.1
12.2
12.3
12.4
12.5
12.6
12.7
12.8
12.9
12.10
12.11
12.12
12.13
12.14
12.15
12.16
Configuring Shared Call Appearances ................................................. 95
Shared Call Appearance Programmable Function Keys (PFKs) ........... 97
Call Routes .......................................................................................... 98
Phone LED Indicators .......................................................................... 98
Outbound Call ...................................................................................... 98
Inbound Calls ....................................................................................... 99
Ringing Call Pickup .............................................................................. 99
Do Not Disturb (DND) .......................................................................... 99
Silence ................................................................................................. 99
Ignore................................................................................................... 99
Active Calls .......................................................................................... 99
Shared Hold ....................................................................................... 100
Privacy Hold ....................................................................................... 100
Bridged Hold ...................................................................................... 100
Park ................................................................................................... 100
Displaying Shared Call Appearance PFK Configuration Details ......... 100
13 Outside Lines ........................................................................................... 101
13.1
13.2
13.3
13.4
13.5
13.6
13.7
Configuring CO Lines ......................................................................... 101
Fax Server Support ............................................................................ 102
SIP Proxies and SIP Gateways .......................................................... 103
Digital Lines ....................................................................................... 110
Allworx Port Expanders ...................................................................... 118
Outside Line Call Routing................................................................... 120
Anonymous Call Handling .................................................................. 122
14 Dialing Rules and Service Groups.......................................................... 123
14.1
14.2
Dialing Rules ...................................................................................... 123
Service Groups .................................................................................. 124
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14.3
14.4
14.5
14.6
14.7
14.8
14.9
Defining Service Groups .................................................................... 125
Configuring Area Codes ..................................................................... 126
Remote Sites as Services .................................................................. 127
Audit Pin Codes ................................................................................. 128
Dialing Privileges Groups ................................................................... 129
Toll Restrictions ................................................................................. 130
Service Groups and Handset Outside Line Interaction Restrictions.... 131
15 Unified Messaging ................................................................................... 133
15.1
15.2
Access Mechanisms .......................................................................... 133
Common Mistakes in Forwarding Messages ...................................... 134
16 Backing up and Restoring Data .............................................................. 139
16.1
16.2
16.3
Configuring Backups on the Allworx Server ....................................... 139
How to Restore Data Using OfficeSafe 7 ........................................... 140
Server-to-Server Backup and Restore................................................ 142
17 Remote Allworx Phones and Port Expanders ....................................... 143
17.1
Setting Up Remote Allworx Devices ................................................... 143
18 Adding Extensions................................................................................... 149
18.1
18.2
18.3
18.4
18.5
18.6
18.7
18.8
18.9
18.10
18.11
User and System Extensions ............................................................. 149
Basic Routing ..................................................................................... 149
Multiple Destinations .......................................................................... 151
Multiple Connection Attempts............................................................. 152
On Busy Routing ................................................................................ 152
Follow-Me-Anywhere ......................................................................... 152
Caller ID Based Routing ..................................................................... 153
Hot Desk Routing ............................................................................... 154
Business Schedule Mode Routing...................................................... 154
Changing a User’s Presence Setting .................................................. 154
Speed Dial Numbers .......................................................................... 155
19 Follow-Me-Anywhere ............................................................................... 157
19.1
19.2
19.3
19.4
Consult............................................................................................... 157
Announced (Attended) Transfer ......................................................... 158
Unannounced (Blind) Transfer ........................................................... 158
Quick Transfer ................................................................................... 158
20 Voicemail Notification & Escalation Message Alerts ............................ 159
20.1
20.2
Notification Mode ............................................................................... 159
Escalation Mode ................................................................................ 160
21 Key System Behavior .............................................................................. 161
22 Direct Inward Dialing (DID) ...................................................................... 163
23 Emergency Support ................................................................................. 165
23.1
Emergency Dial Plan.......................................................................... 165
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23.2
23.3
23.4
23.5
Emergency Handset Caller ID ............................................................ 165
Delete an Emergency Caller ID .......................................................... 168
Emergency Alerts ............................................................................... 168
Emergency Call Email Notifications .................................................... 169
24 Call Supervision ....................................................................................... 171
25 Business Schedules ................................................................................ 173
25.1
25.2
25.3
25.4
Automatic/Manual Control .................................................................. 174
Greetings ........................................................................................... 177
Creating and Modifying Schedules ..................................................... 178
Call Routing Modes ............................................................................ 180
26 Auto Attendants ....................................................................................... 181
26.1
26.2
26.3
26.4
26.5
26.6
Configuring an Auto Attendant ........................................................... 181
Recording Auto Attendant Greetings and Messages .......................... 183
Importing Auto Attendant Greetings and Messages ........................... 184
File Format Conversion ...................................................................... 184
Importing Greetings and Messages .................................................... 187
Assigning the Auto Attendant to an Outside Line ............................... 188
27 Call Monitors ............................................................................................ 189
27.1
27.2
27.3
27.4
Modify Call Monitor Description .......................................................... 189
Set up Call Monitor into Call Route .................................................... 189
Call Monitor with an Allworx IP Phone ................................................ 190
Configuring Calls to Route to the Call Monitor .................................... 191
28 Parking Orbits .......................................................................................... 193
28.1
28.2
28.3
Configuring Parked Call Timeout........................................................ 193
Configuring Parking Orbits PFKs........................................................ 194
Configuring Park Set Monitor PFKs.................................................... 195
29 Overhead Paging and Zoned Paging...................................................... 197
29.1
29.2
Paging Amplifier and Door Release Relay ......................................... 197
Paging Zone Settings ......................................................................... 198
30 Dual Language Support........................................................................... 199
30.1
30.2
30.3
30.4
30.5
30.6
30.7
Language Pack Installation ................................................................ 200
Language Settings ............................................................................. 201
Call Appearances ............................................................................... 202
Call Applications ................................................................................ 202
Allow Language Change .................................................................... 203
Language Change Prompt ................................................................. 203
Configuration Examples ..................................................................... 204
31 System Settings Import / Export ............................................................. 207
31.1
31.2
31.3
Export ................................................................................................ 207
Import................................................................................................. 208
Important Notes ................................................................................. 209
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32 Music on Hold........................................................................................... 211
32.1
32.2
32.3
32.4
Sources.............................................................................................. 211
Electronic Files................................................................................... 211
Converting Sound Files ...................................................................... 211
Managing Music on Hold .................................................................... 211
33 Abbreviations ........................................................................................... 215
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System Administrator’s Guide – Release 7.5
1 Introduction
1.1 Who Should Read This Guide
This guide is to be read by people who will be installing and maintaining Allworx servers. The reader
is expected to have a computer networking and basic telephony background and to have completed
the Allworx Partner technical training.
1.2 Purpose
The Allworx server web administration interface has built-in descriptions, help, and tips on many of its
pages. Therefore, not all the features or all the parameters of each feature are discussed here. This
guide discusses only those features and parameters that require additional explanation beyond what
is on the web pages.
This manual applies to Allworx System Software Release 7.5. The following are additional documents
related to Allworx server software release 7.5:
•
Allworx User’s Guide, Release 7.5.
•
Allworx Server Software Release Notes, Release 7.5
•
Allworx Phone Guides
•
Allworx Queuing and Automated Call Distribution Guide, Release 7.5
•
Allworx Advanced Multi-site Setup Guide, Release 7.5
•
Multi-Tech FaxFinder Setup Application Notes
•
Allworx SNMP User’s Guide, Release 7.5
These publications as well as System Administrator’s Guides for Releases 7.4 and lower are
available on the Allworx Partner Portal (www.allworxportal.com).
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System Administrator’s Guide – Release 7.5
1.3 Allworx Family of Servers
The award-winning Allworx family of servers includes the Allworx 6x, 6x12, Allworx 24x, and Allworx
48x servers. The servers differ in features and capabilities. The table below depicts which Allworx
server offers which capabilities:
Feature
Allworx
6x12
Allworx
6x
Allworx
24x
Allworx
48x
12
30 (up to 60 with
Feature Key)
24 (up to 250 with
Feature Key)
48 (up to 250 with
Feature Key)
6 FXO Ports
6 FXO Ports
3 FXO Ports
3 FXO Ports
T1 Support
N/A
N/A
Integrated single PRI
or RBS
Integrated NFAS,
Dual PRI or RBS
Extensions
24
60 (up to 120 with
Feature Key)
48 (up to 500 with
Feature Key)
96 (up to 500 with
Feature Key)
2 FXS Ports
2 FXS Ports
5 FXS Ports
5 FXS Ports
SIP 2.0
SIP 2.0
SIP 2.0
SIP 2.0
Multi-site
Branch site only
100 Sites
100 Sites
100 Sites
Voicemail
8-port Voicemail
8-port Voicemail
16-port Voicemail
16-port Voicemail
Presence
Management
7 per User with
Individual
Greetings
7 per User with
Individual Greetings
7 per User with
Individual Greetings
7 per User with
Individual Greetings
9
9
9
9
Conference
Bridges
One (1) 8-seat
Bridge
One (1) 8-seat
Bridge
Four (4) 8-seat
Bridges
Four (4) 30-seat
Bridges
Door Relay
Included
Included
Included
Included
Paging Output
Included
Included
Included
Included
Paging Zones
10 Customizable
Zones
10 Customizable
Zones
10 Customizable
Zones
10 Customizable
Zones
Compact Flash
Compact Flash
Hard Disk with Mirror
Option
Solid State Drive
Supported with
Optional External
USB Hard Drive
Supported with
Optional External
USB Hard Drive
Supported
Supported with
Optional External
USB Hard Drive
Email POP3
Server
Included
Included
Included
Included
Email IMAP4
Server
Enabled by Mobile
Link Feature Key
Enabled by Mobile
Link Feature Key
Enabled by Mobile
Link Feature Key
Enabled by Mobile
Link Feature Key
Included
Included
Included
Included
Number of users
CO Lines
Analog phones
VoIP
Auto Attendants
Storage
Email SMTP
Server
Unified
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Feature
Allworx
6x12
Allworx
6x
Allworx
24x
Allworx
48x
Messaging
LAN: Ethernet
WAN: Ethernet,
PPPoE
LAN: Ethernet
WAN: Ethernet,
PPPoE
LAN: Ethernet
WAN: Ethernet, T1,
PPPoE
LAN: Ethernet
WAN: Ethernet, T1,
PPPoE
N/A
10 queues; 16 total
calls in all queues
10 queues; 32 total
calls in all queues
10 queues; 64 total
calls in all queues
Stateful Packet
Inspection
Stateful Packet
Inspection
Stateful Packet
Inspection
Stateful Packet
Inspection
Call Assistant
Available
Available
Available
Available
Mobile Link
Available
Available
Available
Available
VPN
One user Included
One user Inc.
Multi-user Available
One user Inc.
Multi-user Available
One user Inc.
Multi-user Available
Audio Prompt
Languages
English; Castilian
Spanish, French
Canadian available
English; Castilian
Spanish, French
Canadian available
English; Castilian
Spanish, French
Canadian available
English; Castilian
Spanish, French
Canadian available
Network
Integration
Automatic Call
Distribution
Firewall Security
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2 Accessing Web Administration
For upgrades to the software on the server, navigate to the Maintenance > Update web
administration page. Supported web browsers for Allworx server administration include:
•
IE 8, 9
•
Google Chrome (Latest Release)
•
Modzilla Firefox (Latest Release)
The administrative interface to the Allworx server is accessed using a web browser via the LAN
interface on TCP port 8080. If the network settings are set to the factory defaults, connect to this
interface:
1.
Plug the PC into the server’s LAN port.
2.
Set up the network interface on the PC to obtain an IP address automatically (using DHCP).
3.
Verify that the PC has an IP address on the 192.168.2.x network. It may be necessary to
release and renew the IP address on the PC to get an address from the server.
4.
Click Start and type cmd in the Search field. A command window opens.
a. Type ipconfig /release at the prompt and press enter. This clears the current IP settings
from the PC.
b. Type ipconfig /renew at the prompt and press enter. This obtains a new IP address for
the PC. . .
5.
Open the browser and enter the URL http://192.168.2.254:8080. When the Welcome to
Allworx page displays, log in using "admin" as the default username and password. 0.
When the Allworx server mode is set to NAT/Firewall, NAT/Firewall with DMZ or NAT/Firewall with
Stealth DMZ, the administrative interface to the Allworx server may also be accessed via the WAN
interface on TCP port 8080. Enable this feature by clicking the checkbox labeled Allow admin
configuration on WAN interface on the Network Configuration page. After enabling this feature and
rebooting the Allworx server, open your browser and enter the URL of http://<Server WAN IP
Address>:8080.
Note:
The WAN administrative option is not available with T1 or PPPoE WAN configurations.
2.1 User Roles
User Permission Levels enable the Allworx Server Administrator to delegate portions of management
of the Allworx server to one or more users. Users perform these management tasks using the existing
Allworx administration pages with access to the areas in which they have permission using their
username and password.
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System Administrator’s Guide – Release 7.5
•
Server Administrator: access to manage all functions of the server. The Allworx Server
Administrator assigns roles, manages the server administrative functions, manages day-to-day
phone system settings, manages the network and VoIP settings, and initiates system backups
and/or reboots.
•
System Administrator: access to manage the administrative functions of the server. The user
permission setting does not enable this role to change the password of the Allworx Server
Administrator. However, the Allworx Server Administrator can change the password of the
System Administrator.
•
Phone Administrator: access to manage day-to-day phone system settings including changes
to system recordings as well as adding, changing and deleting users, extensions, and handsets.
•
Network Administrator: access to manage the Network and VoIP settings, as well as outside
lines, SIP proxies and SIP gateways.
•
Support Technician: access to initiate system backups and reboots as well as managing
logging operations.
Note:
To enable one user to have roles on different servers in a multi-site network, the Allworx Server
Administrator must create separate user accounts for the user on each server, and then assign the
roles on each server. Use different usernames for each user account.
To assign user roles:
1.
Log into the server web page and enter the username and password.
2.
Navigate to Business > Roles. The roles page displays.
3.
Click the + next to the role to change. The Allworx Server Administrator sees a list of
assigned users for that role. The Allworx Server Administrator can assign the role to any
available system users.
4.
Select the user from the list, and do one of the following: 0.
a. Click the Assign Role button to assign the role to the user. The designated users have
access to the administration functions that are included in the roles.
b. Click the Remove Role button to remove the user from the assigned role.
.
When changing a user’s role and the user is logged into the system, the system requires the
user to log out of the server and re-login in order to access the changes.
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2.2 Role Permissions
Allworx Server Page
Link
Phone
Network
Support
Home
About
Yes
Yes
Yes
Home
Emergency Number Dialing
rules "set"
Yes
No
No
Home
Phone System
Yes
Yes
Yes
Home
Business
Yes
Yes
Yes
Home
Network
Yes
Yes
Yes
Home
Servers
Yes
Yes
Yes
Home
Reports
Yes
Yes
Yes
Home
Maintenance
Yes
Yes
Yes
Home
Need Help?
No
No
No
Home
Install Checklist
No
No
No
Home
Logout
Yes
Yes
Yes
Phone System
Audit PIN Codes
Yes
No
No
Phone System > Audit PIN
Codes
Audit PIN Codes - add new
PIN Code
Yes
No
No
Phone System > Audit PIN
Codes
Audit PIN Codes - Dialing
Rules / "Modify"
No
No
No
Phone System > Audit PIN
Codes
Audit PIN Codes - modify
Yes
No
No
Phone System > Audit PIN
Codes
Audit PIN Code Configuration
- Modify
Yes
No
No
Phone System > Audit PIN
Codes
Audit PIN Code Configuration
- Delete
Yes
No
No
Phone System
Auto Attendants
Yes
No
No
Phone System > Auto
Attendants
"Manage" the custom
recordings link
Yes
No
No
Phone System > Auto
Attendants
"View" and manage the
Language settings for the Auto
Attendants
No
No
No
Phone System > Auto
Attendants
Auto Attendant n "modify"
Yes
No
No
Phone System
Call Monitors
Yes
No
No
Phone System > Call
Monitors
Call Monitors "Modify"
Yes
No
No
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Allworx Server Page
Link
Phone
Network
Support
Phone System
Call Park
Yes
No
No
Phone System > Call Park
Call Park "modify"
Yes
No
No
Phone System > Call Park
Multi-Site Parking "modify"
Yes
No
No
Phone System
Call Queues
Yes
No
No
Phone System > Call Queues
"manage" the custom
recordings link
Yes
No
No
No
No
No
Phone System > Call Queues
"View" and manage the
Language settings for the Auto
Attendants
Phone System > Call Queues
Call Queue n "Modify"
Yes
No
No
Phone System > Call Queues
Queue Streaming Settings
"modify"
Yes
No
No
Phone System > Call Queues
Queue Busy Reasons "modify"
Yes
No
No
Phone System
Conference Center
Yes
No
No
Phone System > Conference
Center
Conference X "modify"
Yes
No
No
Phone System
Dial Plan
Yes
No
No
Phone System > Dial Plan
[Reboot phones]
Yes
No
No
Phone System > Dial Plan
Internal Extension Length
"modify"
Yes
No
No
Phone System > Dial Plan
Internal Dial Plan "modify"
Yes
No
No
Phone System > Dial Plan
Internal Dial Plan "view" phone
functions reference card
Yes
No
No
Phone System > Dial Plan
External Dialing Rules
"modify" NANPA
Yes
No
No
Yes
No
No
Phone System > Dial Plan
External Dialing Rules
"modify" Area Code /
Exchange
Phone System > Dial Plan
External Dialing Rules
"modify" Emergency
Yes
No
No
Yes
No
No
Phone System > Dial Plan
External Dialing Rules
"modify" Emergency Call
Email Notification
Phone System > Dial Plan
External Dialing Rules
"modify" Type / Service Group
No
No
No
Phone System > Dial Plan
Dialing Privileges Groups
"view"
Yes
No
No
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Allworx Server Page
Link
Phone
Network
Support
Phone System > Dial Plan
Dialing Privileges Groups
"copy"
Yes
No
No
Phone System > Dial Plan
Dialing Privileges Groups
"modify"
Yes
No
No
Phone System > Dial Plan
Dialing Privileges Groups
"delete"
Yes
No
No
Phone System > Dial Plan
Service Groups "add new
Service Group"
Yes
No
No
Phone System > Dial Plan
Service Groups "modify"
Yes
No
No
Phone System > Dial Plan
Service Groups "copy"
Yes
No
No
Phone System > Dial Plan
Service Groups "delete"
Yes
No
No
Phone System
Emergency CID
Yes
No
No
Phone System > Emergency
CID
Emergency Caller ID Number
"add new Caller ID Number"
Yes
No
No
Phone System > Emergency
CID
Emergency Caller ID Number
"Modify"
Yes
No
No
Phone System > Emergency
CID
Emergency Caller ID Number
"Delete"
Yes
No
No
Phone System > Emergency
CID
Handset Emergency Caller ID
Numbers "modify"
Yes
No
No
Phone System
Extensions
Yes
No
No
Phone System > Extensions
Extensions "add new
Extension"
Yes
No
No
Phone System > Extensions
Extensions "View Call Routes"
Yes
No
No
Phone System > Extensions
Extensions "Delete"
Yes
No
No
Phone System > Extensions
Extensions "username"
Yes
No
No
Phone System > Extensions
Extensions - Bulk Edit
Yes
No
No
Phone System
Handsets
Yes
No
No
Phone System > Handsets
Analog Handsets "new analog
handset"
Yes
No
No
Phone System > Handsets
Analog Handsets "modify"
Yes
No
No
Phone System > Handsets
Analog Handsets "delete"
Yes
No
No
Phone System > Handsets
Analog Handsets "ring"
Yes
No
No
Phone System > Handsets
SIP Handsets - [Reboot
Allworx Handsets]
Yes
No
No
Phone System > Handsets
SIP Handsets - "add new
Yes
No
No
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone
Network
Support
Allworx Handset"
Phone System > Handsets
SIP Handsets - "add new
Allworx Reach Handset"
Yes
No
No
Phone System > Handsets
SIP Handsets - "add new
Generic SIP Handset"
Yes
No
No
Phone System > Handsets
SIP Handsets - Bulk Edit
Yes
No
No
Phone System > Handsets
SIP Handsets "handset
preference group"
Yes
No
No
Phone System > Handsets
SIP Handsets "View"
Configuration
Yes
No
No
Phone System > Handsets
SIP Handsets "Add" Call
Appearance
Yes
No
No
Phone System > Handsets
SIP Handsets "Reboot"
Yes
No
No
Phone System > Handsets
SIP Handsets "Replace"
Yes
No
No
Phone System > Handsets
SIP Handsets "Modify"
Yes
No
No
Phone System > Handsets
SIP Handsets "Delete"
Yes
No
No
Phone System > Handsets
SIP Handsets "Ring"
Yes
No
No
Phone System > Handsets
Handset Preference Groups
"View"
Yes
No
No
Phone System > Handsets
Handset Preference Groups
"Copy"
Yes
No
No
Phone System > Handsets
Handset Network Profile
Templates "View"
Yes
No
No
Phone System > Handsets
Handset Network Profile
Templates "Copy"
Yes
No
No
Phone System > Handsets
Handset Configuration
Templates "View"
Yes
No
No
Phone System > Handsets
Handset Configuration
Templates "Activate"
Yes
No
No
Phone System > Handsets
Handset Configuration
Templates "Delete"
Yes
No
No
Phone System
Languages
Yes
No
No
Phone System > Languages
"Export" Primary/Secondary
Language recordings
Yes
No
No
Phone System > Languages
"Import" Primary/Secondary
Language recordings
Yes
No
No
Language Pack Installation
and Removal
No
No
No
Phone System > Languages
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone
Network
Support
Server Language
Configuration
No
No
No
Phone System > Languages
Call Application Language
Settings
No
No
No
Phone System > Languages
Phone System
Music On Hold
Yes
No
No
Phone System > Music On
Hold
Music On Hold "manage"
Yes
No
No
Phone System > Music On
Hold
File Statistics
Yes
No
No
Phone System > Music On
Hold
Music On Hold Sources
"Usage"
Yes
No
No
Phone System
Outside Lines
Yes
Yes
No
Phone System > Outside
Lines
Anonymous Call Handling
"modify"
Yes
No
No
Phone System > Outside
Lines
Analog (CO) Lines
Yes
No
No
Phone System > Outside
Lines
Analog (CO) Lines "New FXO
Line"
Yes
No
No
Phone System > Outside
Lines
Analog (CO) Lines "Modify"
Yes
No
No
Phone System > Outside
Lines
Analog (CO) Lines "Delete"
Yes
No
No
Phone System > Outside
Lines
Digital Lines "Modify"
Yes
No
No
Phone System > Outside
Lines
Direct Inward Dial Blocks "add new DID Block"
Yes
No
No
Phone System > Outside
Lines
Direct Inward Dial Blocks
"modify"
Yes
No
No
Phone System > Outside
Lines
Direct Inward Dial Blocks
"delete"
Yes
No
No
Phone System > Outside
Lines
Direct Inward Dial Routing
Plans "Details"
Yes
No
No
Phone System > Outside
Lines
Direct Inward Dial Routing
Plans "Delete"
Yes
No
No
Phone System > Outside
Lines
SIP Gateways "add new SIP
Gateway"
No
Yes
No
Phone System > Outside
Lines
SIP Gateways "modify"
No
Yes
No
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone System > Outside
Lines
SIP Gateways "delete"
Phone System > Outside
Lines
SIP Proxies "add new SIP
Proxy"
Phone System > Outside
Lines
SIP Proxies "modify"
Phone System > Outside
Lines
SIP Proxies "delete"
Phone System
Phone
Network
Support
No
Yes
No
No
Yes
No
No
Yes
No
No
Yes
No
Paging
Yes
No
No
Phone System > Paging
Paging Amplifier "modify"
Yes
No
No
Phone System > Paging
Paging Zone Names "modify"
Yes
No
No
Phone System > Paging
Paging Zones "modify"
Yes
No
No
Phone System
Shared Appearance
Yes
No
No
Phone System > Shared
Appearance
Shared Appearance "add new
shared call appearance"
Yes
No
No
Phone System > Shared
Appearance
Shared Appearance "modify"
Yes
No
No
Phone System > Shared
Appearance
Shared Appearance "show
handsets"
Yes
No
No
Phone System > Shared
Appearance
Shared Appearance "delete"
Yes
No
No
Phone System
Speed Dial
Yes
No
No
Phone System > Speed Dial
Speed Dial Numbers "add new
Speed Dial Number"
Yes
No
No
Phone System > Speed Dial
Speed Dial Numbers "Modify"
Yes
No
No
Phone System > Speed Dial
Speed Dial Numbers "Delete"
Yes
No
No
Business
Contact Information
Yes
No
No
Business | Contact
Information
Contact Information "Modify"
Yes
No
No
Business
Message Aliases
Yes
No
No
Business > Message Aliases
Message Aliases "add new
alias"
Yes
No
No
Business > Message Aliases
Message Aliases "modify"
Yes
No
No
Business > Message Aliases
Message Aliases "delete"
Yes
No
No
Business
Roles
Yes
No
No
Business > Roles
System Administrator
No
No
No
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone
Network
Support
Business > Roles
Network Administrator
No
No
No
Business > Roles
Phone Administrator
Yes
No
No
Business > Roles
Support Technician
No
No
No
Business > Roles | System
Administrator
[Assign Role] [Remove Role]
No
No
No
Business > Roles > Network
Administrator
[Assign Role] [Remove Role]
No
No
No
Business > Roles > Phone
Administrator
[Assign Role] [Remove Role]
Yes
No
No
Business > Roles > Support
Technician
[Assign Role] [Remove Role]
No
No
No
Business
Schedules
Yes
No
No
Business > Schedules
Greetings "modify"
Yes
No
No
Business > Schedules
Schedule n [Copy]
Yes
No
No
Business > Schedules
Schedule n [Delete]
Yes
No
No
Business > Schedules
Schedule n "modify"
Yes
No
No
Business > Schedules
Schedule n "add holiday"
Yes
No
No
Business > Schedules
Schedule n "copy holiday"
Yes
No
No
Business > Schedules
Schedule n "delete" holiday
Yes
No
No
Business > Schedules
Schedule n "modify" holiday
Yes
No
No
Business
Users
Yes
No
No
Business > Users
Users "add new user"
Yes
No
No
Business > Users
Users "modify"
Yes
No
No
Business > Users
Users "delete"
Yes
No
No
Business > Users
Users "delete messages"
Yes
No
No
Business > Users
Users "delete recordings"
Yes
No
No
Business > Users
Users "EXTENSION"
Yes
No
No
Business > Users
Users - Bulk Edit
Yes
No
No
Business > Users
Users - "show"/"hide"
templates last applied to user
Yes
No
No
Business > Users
User Templates "View"
Yes
No
No
Business > Users
User Templates "Copy"
Yes
No
No
Business > Users
User Templates "Delete"
Yes
No
No
Business > Users
Password Requirements
No
No
No
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone
Network
Support
"modify"
Network
Configuration
No
Yes
No
Network > Configuration
Configuration "modify"
No
Yes
No
Network
Digital Lines
No
Yes
No
Network > Digital Lines
NFAS Lines "modify"
No
Yes
No
Network > Digital Lines
Digital Line n "modify"
No
Yes
No
Network
Multi-Site
No
No
No
Network
Multi-Site
No
No
No
Network
Port Expanders
No
Yes
No
Network > Port Expanders
Port Expanders "add a Port
Expander"
No
Yes
No
Network > Port Expanders
Port Expanders "Delete"
No
Yes
No
Network > Port Expanders
Port Expanders "Replace"
No
Yes
No
Network > Port Expanders
Port Expanders "Handsets"
No
No
No
Network > Port Expanders
Port Expanders "Outside
Lines"
No
No
No
Network > Port Expanders
Port Expanders "px
description" (View)
No
Yes
No
Network > Port Expanders >
View
Port Expander "Modify"
No
Yes
No
Network > Port Expanders >
View
Port Expander "Delete"
No
Yes
No
Network > Port Expanders >
View
Port Expander "Replace"
No
Yes
No
Network > Port Expanders >
View
Port Expander "Handsets"
No
No
No
Network > Port Expanders >
View
Port Expander "Outside Lines"
No
No
No
Network > Port Expanders >
View
Port Expander [Reboot]
No
Yes
No
Network
Static Routes
No
Yes
No
Network > Static Routes
Static Routes "Modify"
No
Yes
No
Network
VPN
No
Yes
No
Network > VPN
VPN "Modify"
No
Yes
No
Servers
DHCP
No
Yes
No
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone
Network
Support
Servers > DHCP
DHCP Server "modify"
No
Yes
No
Servers > DHCP
Active Leases
No
Yes
No
Servers > DHCP
Known Hosts
No
Yes
No
Servers
DNS
No
Yes
No
Servers > DNS
DNS Server "flush the cache"
No
Yes
No
Servers > DNS
DNS Server "Modify"
No
Yes
No
Servers
Email
No
Yes
No
Servers > Email
Email Server "manage the
email queue"
No
Yes
No
Servers > Email
Email Server "Modify"
No
Yes
No
Servers
VoIP
Yes
Yes
No
Servers > VoIP
VoIP Server "modify"
Yes
Yes
No
Servers
Web
No
Yes
No
Servers > Web
Web Server "Modify"
No
Yes
No
Reports
Auto Notification
No
No
No
Reports
Auto Notification
No
No
No
Reports
Call Details
Yes
No
Yes
Reports > Call Details
Call Details Settings "modify"
Yes
No
Yes
Completed Call Details Report
"delete"
Yes
No
Yes
Reports > Call Details
Completed Call Details Report
[View Report]
Yes
No
Yes
Reports > Call Details
Completed Call Details Report
[Export TSV Report]
Yes
No
Yes
Reports > Call Details
Completed Call Details Report
[Export XML Report]
Yes
No
Yes
Reports > Call Details
Reports
Configuration
No
No
Yes
Reports > Configuration
Configuration Report
[Generate XLS Report]
No
No
Reports > Configuration
Configuration Report "View"
No
No
Yes
Report > Digital Lines
Digital Line n [Clear Report]
No
Yes
Yes
Report > Digital Lines
Digital Line n [Refresh Report]
No
Yes
Yes
Reports
Digital Lines
No
Yes
Yes
Reports
Live Calls
No
No
Yes
Yes
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone
Network
Support
Reports
Live Calls [Refresh Now]
No
No
Yes
Reports
Network Statistics
No
Yes
Yes
Reports > Network Statistics
Collection Information [Start /
Stop Collecting]
No
Yes
Yes
Reports > Network Statistics
Statistics "Total"
No
Yes
Yes
Reports > Network Statistics
Statistics "IP ADDRESS"
No
Yes
Yes
Reports
System Events
No
No
Yes
Reports > System Events
[Download]
No
No
Yes
Reports > System Events
Event Severity Filtering [Apply
Filter]
No
No
Yes
Reports > System Events
Event Severity Filtering [Reset
Default Filter]
No
No
Yes
Reports
Users
Yes
No
Yes
Reports > Users
"USERNAME"
Yes
No
No
Reports > Users
Delete Messages
Yes
No
No
Maintenance
Backup
Yes
Yes
Yes
Maintenance > Backup
Backup "modify"
No
No
No
Maintenance > Backup
[Backup Now]
Yes
Yes
Yes
Maintenance
Feature Keys
Yes
Yes
Yes
Maintenance > Feature Keys
Feature Keys [Install]
Yes
Yes
Yes
Maintenance > Feature Keys
Feature Keys [Submit]
Yes
Yes
Yes
Maintenance > Feature Keys
Feature Keys "Allworx Reach"
Yes
Yes
Yes
Feature Keys "Generic SIP
Handsets"
Yes
Yes
Yes
Maintenance > Feature Keys
Feature Keys "Allworx Interact
Professional"
Yes
Yes
Yes
Maintenance > Feature Keys
Maintenance
Import / Export
Yes
Yes
Yes
Maintenance > Import /
Export
Yes
Yes
Yes
Export Configuration [Export]
Maintenance > Import /
Export
Import Configuration [Choose
File]
No
No
No
Maintenance > Import /
Export
Import Configuration [Load]
No
No
No
Maintenance
Restart
Yes
Yes
Yes
Maintenance > Restart
[Restart Now]
Yes
Yes
Yes
_______________________________________________________________________________________________________________
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Allworx Server Page
Link
Phone
Network
Support
Maintenance > Restart
[Restart Later]
Yes
Yes
Yes
Maintenance > Restart
[x] Restart Allworx Server
Yes
Yes
Yes
Maintenance > Restart
[x] Restart Allworx Phones
Yes
Yes
Yes
Maintenance
Time
Yes
Yes
Yes
Maintenance > Time
Time "Modify"
Yes
Yes
Yes
Maintenance
Tools
Yes
Yes
Yes
Maintenance > Tools
Network Diagnostics
Yes
Yes
Yes
Maintenance > Tools
Syslog - System Events
Yes
Yes
Yes
Allworx Technical Support
Server
Yes
Yes
Yes
Maintenance > Tools
Maintenance > Tools
Advanced Troubleshooting
Yes
Yes
Yes
Network Address Translation
(NAT) Information
Yes
Yes
Yes
Maintenance > Tools
Four Wire Return Loss
Measurements
Yes
Yes
Yes
Maintenance > Tools
Maintenance > Tools
Network Statistics Logging
Yes
Yes
Yes
Maintenance > Tools
Packet Capture Tool
Yes
Yes
Yes
Maintenance > Tools
Telnet
Yes
Yes
Yes
Maintenance > Tools >
Advanced Troubleshooting
Yes
Yes
Yes
Advanced Diagnostics
Maintenance
Update
No
No
No
_______________________________________________________________________________________________________________
Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
Revised: April 9, 2013
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System Administrator’s Guide – Release 7.5
3 Configuring a New Allworx Server
To configure a new Allworx server, log into the Allworx server’s Web Admin page. After the Home
page displays, click the Install Checklist link (on the left side) to bring up a new window that lists the
steps necessary to set up a new system. Each step has a description followed by a link to the Web
Admin page to execute the step. These steps are ordered to aid in a successful configuration. Most of
the administrative pages for each step contain all the descriptions and help necessary to carry out the
step. Use this guide to supplement the information on the web pages, when necessary.
3.1 Setting the Time
Users can set the time on the server using NTP to set the time automatically or users can adjust the
time and date manually. NTP is the preferred setting, if the server has internet access.
To set the time:
1.
Navigate to Maintenance > Time.
2.
Click the modify link in the Action column. The Time page displays.
3.
Click the radio button to:
a. Use NTP to set time automatically. In the NTP server field, specify an SNTP server IP
address or a domain name. In the Poll Period, specify the number of minutes between
polls. OR
b. Set time manually - specify the time in hours, minutes, seconds, and date in the
respective fields. .
4.
Go to the Time Zone section and select the appropriate time zone from the drop-down list.
0.
a. Check the Automatically adjust clock for Daylight Saving Time box underneath the
selected time zone to enable the system to update the time automatically.
b. Click the Get Time button to update the clock to the current time when using an SNTP
server to specify the time. Click the Set Time button to save changes. . .
3.2 Business Contact Information
This page displays the Business Contact Information (Name, Address, Phone number, etc.). Entering
the Business Contact Information is optional.
To add or modify the contact information:
1.
Navigate to Business > Contact Information. The Contact Information page displays.
2.
Click the Modify link.
_______________________________________________________________________________________________________________
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System Administrator’s Guide – Release 7.5
3.
Enter Name, Street, City, State Zip, Phone, FAX, and Home Page information. If you make a
mistake, click the Start Over button to reset the fields to the original settings.
4.
Click Update to save changes. 0.
3.3 Feature Keys
Feature Keys enable access to advanced features that for purchase separately from the base feature
set for Allworx servers. Newly purchased or existing keys issued for a specific Allworx server
automatically download from the online Allworx key database.
To install the Feature Keys via the internet:
1.
Navigate to Maintenance > Feature Keys. The Feature Keys page displays.
2.
Click Install. 0.
_______________________________________________________________________________________________________________
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Feature Key
User Expansion
Licenses
Description
Expand the maximum number of users on 6x, 24x, and 48x servers.
No user expansion is possible on 6x12 servers. These options do not
require downloading any additional software, unless otherwise
specified.
Key
6x
48 Users
24x
48x
X
60 Users
X
100 Users
X
X
150 Users
X
X
200 Users
X
X
250 Users
X
X
Call Queuing
Provide the ability to direct inbound calls into queues. These calls will
ring the phones of any designated users available to service the calls.
Automatic Call
Distribution
Directs calls in a queue to agents using a variety of call distribution
algorithms. This key also enables the method described for the Call
Queuing key. If installing the Automatic Call Distribution feature key,
the Call Queuing feature key is not required. This feature is not
available for 6x12 servers.
Note: For details on configuring and using Call Queuing and
Automatic Call Distribution see the Allworx Queuing and Automated
Distribution Guide.
Call Assistant
Enable the Allworx Call Assistant and the TSP driver. The Allworx
Call Assistant is a PC-based answering system, which brings the
power of enterprise attendant consoles directly to small business. Use
an Allworx phone with this software and additional software is
required.
Note: TSP (Telephony Service Provider) is a separate PC driver
that enables dialing from within contact management software, such
as Microsoft Outlook
Conference Center
Provides conference bridges, a method of reserving the conference
nodes for immediate or future use, and offers password-restricted
access for attendees. This option does not require downloading any
additional software.
Extended Warranty
Extend the expiration of the Allworx server’s warranty by 60 months.
Obtain this key through the Allworx Partner Portal.
Mobile Link
Enable interaction between the Allworx system and iAllworx. iAllworx
is a free iPhone application that enables users to set their Presence,
review their conferences and receive and send voicemails. The
Mobile Link key is required to enable the IMAP protocol for the
voicemail to email feature.
_______________________________________________________________________________________________________________
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System Administrator’s Guide – Release 7.5
Feature Key
Description
Dual Language
Support
Provide the ability to have a second language for default audio
prompts. Language Packs containing the audio prompts in languages
other than US English are available for download from the Allworx
Partner Portal at www.allworxportal.com.
Multi-Site Primary
Provide the ability to integrate multiple sites seamlessly. The Primary
key designates the Controller site for the network. At least one site in
the network must have a Multi-site Primary key. More than one site
can have a primary key. It also enables a larger number of BLF/DSS
between sites (up to 255) than the Multi-site Branch key (up to 10).
This feature is not available for 6x12 servers.
Multi-Site Branch
Provide the ability to integrate seamlessly multiple sites. The Branch
key enables sites to join a network of sites but not configured as the
controller site. Sites without a Multi-site Primary key are limited to
DSS/BLF for a maximum of 10 handsets from other sites.
Software Upgrade
Enable system software updates. Without this key, only patch
updates to the currently loaded release are available.
Virtual Private
Network (VPN)
Enables access to remote and secure data. This key is not required
for opening a single-user remote diagnostic VPN. This option does
not require downloading any additional software. This feature is not
available for 6x12 servers.
T1/PRI License #1
(48x only)
Activates the T1-A port on an Allworx 48x system.
T1/PRI License #2
(48x only)
Activates the T1-B port on an Allworx 48x system. This does not
include the license for the first T1. You must install T1 license #1 in
order to activate the T1 #2.
Note: Feature Keys activate features only on the Allworx server for
which they are generated. Therefore, Feature Keys generated for one
system cannot be used on any other system.
Reach
Order Feature key licenses in increments of 1, 5, and 10, and the
feature counts are additive. Installing multiple keys for the same or
different feature count adds licenses to the server. Once Reach
licenses are active on a server, the Allworx Server Administrator can
configure users to claim licenses on a first come, first server basis.
Each server enables use of a single instance of Reach license is
active on a server, a user can reserve a license or use an instance of
that license on a first come, first serve basis via administration
programming. Each installation of system release 7.5 enables
configuration of a single instance of the Reach application without the
purchase of a feature key.
Generic SIP
Handsets
Enables newly created Generic SIP handsets on the system. Each
Allworx server enables configuration of either 2 or 5 generic handsets
(3 on the 6x12 and 6x; 5 on the 24x/48x) without the purchase of a
feature key. Generic SIP handsets that exist in the system prior to
the 7.5 upgrade will continue to operate without the purchase of a
feature key package.
_______________________________________________________________________________________________________________
Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
Revised: April 9, 2013
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System Administrator’s Guide – Release 7.5
4 Upgrading Server Software
Before performing an upgrade, be aware that:
•
If you are updating from Release 7.0 or lower, Allworx has made significant changes to multisite networking that require additional feature keys and configuration steps in order for site-tosite features to continue to operate. Multi-site networks will cease functioning until completing
the server updates, procuring and installing the new keys, and doing additional configurations
on each site. Find details of Release 7.5 Advanced Multi-site in the Allworx Advanced Multisite Setup Guide that is available for download on the Allworx portal.
•
Downgrading from one release to an earlier release will result in undesirable behavior and is
not supported.
•
It is highly recommended that you perform an OfficeSafe backup prior to performing the
upgrade (See Chapter 16, Backing up and Restoring Data).
•
The upgrade requires a reboot of the server. Since this causes disconnections and disruption
of data, the system should be idle (no phone or data users) when the upgrade is done.
•
After installing, close all browser windows and open a new browser window before
proceeding. If there is a browser session open during the upgrade, the Admin page may not
display properly.
For upgrades to the software on the server, navigate to the Maintenance > Update Admin page.
Supported web browsers for Allworx server administration include:
•
IE 8, 9
•
Google Chrome (Latest Release)
•
Modzilla Firefox (Latest Release)
4.1 Upgrading from Prior Releases
Note:
Upgrading from prior releases of the Allworx System Software to Release 7.5 requires installing a
Software Upgrade Feature Key or that the server is in its initial software warranty period (90 days).
Note:
You should not skip Releases to install Release 7.5. If you are upgrading from Release 7.3 or
lower, upgrade to the next release in sequence until the server is running Release 7.4. Then you
can install Release 7.5. .
For upgrades to Release 7.5, navigate to the Maintenance > Update page. Click one of two options:
(1) Download update from web and (2) Upload update from PC.
Option 1: Download update from web
When ‘Download update from web’ is chosen, the server will determine if new software releases are
available. If a new upgrade is available, the option to install them is available.
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1.
Choose the desired software version.
2.
Click Download Update. 0.
Option 2: Upload update from PC
1.
Download the update files to a PC from the Allworx portal (www.allworxportal.com), and
then upload to an Allworx server.
2.
Click the Browse button to navigate to the location of the downloaded Allworx server
software file from the Allworx portal.
3.
Select the file, and click Open. The Update page displays. 0.
1.
Click the Load button. The page displays the current version of software and the software
version of the file that was loaded on the system. A warning message displays for any
inconstancies such as: 0.
a. Update version is the same or lower than the currently running version.
b. Update is intended for a different Allworx server model. .
4.2 Activating Server Software
After loading the software onto the Allworx server, the System Administrator can determine when the
update should begin by selecting one of the following buttons:
•
Activate Update Now - update begins immediately
•
Active Update Later - update begins at another time
•
Cancel Update - ends the update and returns to the main update screen
To begin the activation immediately, select the Activate Update Now button. The Server Software
update begins.
NOTE:
After installing, close all browser windows and open a new browser window before proceeding. If
there is a browser session open during the upgrade, the Admin page may not display properly.
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To schedule an update for a later time (up to a week ahead):
1.
Click Activate Update Later.
2.
Check the Automatic Update box to update the firmware on Allworx Phones automatically.
3.
Select the date and time to initiate the update, and then select the Submit Schedule button.
The Update page displays with the date and time schedule for the server software update.
0. 0.
To cancel the scheduled update, select the Cancel Update button. The previous Select Update
Option page displays.
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5 Network Configuration
5.1 General Network Configuration Requirements
If connecting remote phones or remote Px Expanders to the system, observe the following very
important security requirements:
5.1.1 Server
•
The Allworx Server Administrator can directly connect the Allworx server to the Internet via its
WAN port. However, the WAN cannot be in Use PPPoE mode.
•
Install the server behind a firewall or connect it to the public internet using the WAN port. DO
NOT connect the Allworx LAN port directly onto the public Internet.
•
Disable Allworx WAN services (ports) not in use.
•
Change voicemail ports (SMTP and IMAP) to non-standard port numbers.
•
Change all server admin, phone admin, and user passwords from the default values.
•
Update every server to the most recent patch level of either the 7.3 or 7.4 software release to
ensure that the server has the most recent security changes.
•
Use strong passwords for server and phone administration pages. DO NOT use simple
passwords such as “1234” or “Allworx”.
•
Verify that there is no exposure of the Admin Page (Port 8080) to the Public network. DO NOT
port forward directly to the LAN port of an Allworx server from the customer’s router. For remote
maintenance, use the Allworx VPN. Navigate to Home > Network > VPN > modify to configure
the VPN settings.
When configuring WAN interface to connect to the public internet:
•
Enable the server in NAT Firewall mode, preferably with Stealth DMZ. In stealth mode, the WAN
interface does not respond to “pings” from other devices.
Note:Allworx cannot guarantee proper operation of 3rd-party networking products. However, Allworx
expects this to work with typical firewalls and tests against several brands. Some NAT/Firewall
configuration may be required. Refer to Allworx Server behind a 3rd-Party NAT Firewall on page 33
for more information.
The Allworx server provides powerful and flexible network infrastructure capability by setting the
Network Mode parameter on the Network > Configuration page. This page shows the different
parameter sets depending on the Network Mode setting. If the Network Mode is set to the factory
default value of NAT/Firewall with DMZ, the page will be similar to the one shown below.
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5.2 Network Mode: Standard Router
When the network mode is set to Standard Router, the logical network capability is as shown in the
diagram below:
Allworx server
WAN Side
Server Network Services
WAN
IP Based
Network Router
LAN Side
Server Network Services
LAN
The server acts like an ordinary two port router with the server routing packets between the LAN and
WAN interfaces. No NAT or firewall functionality is enabled. All LAN hosts are visible on the WAN. If
the DHCP server is enabled (see the Servers > DHCP Server page), then the DHCP server will send
its LAN IP address as the DHCP router (gateway) option so that LAN clients will know to use the
Allworx server as the router to the WAN. WAN hosts wanting to connect to LAN hosts will need to be
configured with a network route using the Allworx server’s WAN address as a gateway to the LAN.
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5.3 Network Mode: LAN Host
When the network mode is set to LAN Host, the logical network capability is as shown in the diagram
below:
Allworx server
WAN
WAN Side
Server Network Services
Leave WAN port
disconnected
IP Based
Network Router
LAN Side
Server Network Services
LAN
Use this mode when deploying the Allworx server as a peer (instead of as a router or firewall) on the
local area network.
This mode is the same as Standard Router except that when the DHCP server is enabled, it will pass
out the configured Gateway address (set on the Network > Configuration > Modify page) as the
DHCP router (gateway) option instead of giving out the Allworx server’s LAN address.
When in this mode, Allworx recommends not connecting the WAN network port (i.e. not plugging in
the network cable). Even though there is no network connection, assign a WAN IP address and
subnet mask. Use a subnet number that is distinct from the LAN subnet number when assigning the
WAN IP address. Use a completely unused subnet number to avoid any routing conflicts.
The WAN services (like FTP and HTTP) are still available via the LAN if the proper routes are
configured on your network.
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5.4 Network Mode: NAT/Firewall
When the network mode is set to NAT/Firewall, the logical network capability is as shown in the
diagram below:
Allworx server
WAN Side
Server Network Services
WAN
NAT Firewall
IP Based
Network Router
LAN Side
Server Network Services
LAN
For security purposes, this mode’s default settings permit only outbound connections (from the LAN
to the WAN); all WAN-initiated connections are denied. In addition, all packets are subject to network
address translation (NAT). Because of this, the addresses of devices on the LAN are not visible on
the WAN, yet they have access to the WAN for outbound traffic. These features reduce the ability of
WAN hosts to attack LAN hosts.
Expose the specific LAN sports to enable WAN access to specific LAN network services through the
firewall. To configure, go to Network > Configuration > Modify and go to the Firewall section.
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For example, if a PC on the LAN is hosting a website that must be accessible from the Internet, its
http port (port 80) must be exposed through the firewall. To permit access to this web server, create a
new entry, entering 80 for the WAN Port #. Choose TCP for the Protocol, enter the PC’s IP Address
(e.g. 192.168.101.9) and the Local Port # of 80.
Note:
The WAN and LAN Port #s must always be the same.
If port 80 of a PC on the LAN is exposed this way, the Allworx port 80 http service must be disabled.
Uncheck the HTTP (80) checkbox in the Allworx Services section of the page. If the Allworx Internet
web page is to be used, leave the Allworx HTTP box checked and change the http port on the PC to
some other port number (e.g. port 5000).
If port 80 of a PC on the LAN is exposed this way, disable the Allworx port 80 http service. Uncheck
the HTTP (80) checkbox in the Allworx Services section of the page.
If using the Allworx Internet web page, leave the Allworx HTTP box checked and change the http
port on the PC to some other port number (e.g. port 5000).
Due to security requirements, do not use the Allworx server’s LAN IP address as an IP Address, in
the table above. To access the Allworx LAN interface from the Internet, use the server’s VPN feature.
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5.5 Allworx Server behind a 3rd-Party NAT Firewall
To support remote devices, Allworx Reach Mobile Clients, and SIP Proxy usage when the Allworx
server is behind a single 3rd-party NAT firewall, the server’s Network Mode must be in LAN Host
Mode.
When set to LAN Host Mode, the page contains a Public IP Address section as shown below:
As instructed on the page, enter the firewall’s public IP address in the Public IP Address field. In
addition, it may be necessary to configure the firewall to statically map specific ports. This is
described in the NOTE box on the web page and is discussed further in the document.
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5.6 Network Mode: NAT/Firewall with DMZ
When the network mode is set to NAT/Firewall with DMZ, the logical network capability is as shown in
the diagram below:
Allworx server
NAT Firewall
WAN
WAN Side
Server Network Services
IP Based
Network Router
LAN Side
Server Network Services
LAN
Turning on the DMZ moves the WAN network services behind the firewall. This means that even the
Allworx WAN services (POP, SMTP, FTP, HTTP, etc.) are not available by hosts on the WAN. To
make some of these services available, navigate to Network > Configuration > Modify and edit the
Firewall section of the page.
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Note:
The checkboxes are for configuring specific Allworx services in the LAN address
list. They are provided as a convenience as compared to filling in the list.
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5.7 Network Mode: NAT/Firewall with Stealth DMZ
This mode is the same as NAT/Firewall with DMZ except that all ICMP services (echo,
redirect, etc) are turned off. This makes it more difficult for attacks from the WAN to
probe the server. It also makes it more difficult for the administrator to troubleshoot any
network connectivity problems (since ping and traceroute won’t work).
Example 1: Secure Firewall
Requirements
Use the Allworx server as the router between a LAN and the Internet.
Protecting the LAN from the Internet is a requirement. Use the server
as the local email server with email being sent to it from the WAN and
LAN. The server will be the LAN timeserver. All other WAN services
will be denied.
Configuration
Set the Network Mode to NAT/Firewall with Stealth DMZ. Setting it to
stealth mode will reduce the ability of Internet attacks to recognize the
existence of the Allworx server and its offered services.
Go to Network > Configuration > Modify and edit in the Firewall section
of the page, change the Allworx Services (ports) exposed through
DMZ so that only SMTP, DNS, and SNTP are checked. SMTP is
required to receive email from the Internet for local users. DNS is
required so the email server can resolve outbound mail addresses.
SNTP is required to get accurate time from an Internet time server
(configured on the Maintenance > Time page).
Example 2: Secure Firewall with 3rd-Party Email Server
Requirements
The requirements are identical to Example 1 except that instead of
using the Allworx server as the email server, another host (at
192.168.101.12) on the LAN will be used as the email server.
Configuration
The configuration is identical to the previous example except for the
following changes:
Uncheck the SMTP service from the list of exposed Allworx services.
Go to Network > Configuration > Modify and edit in the Firewall section
of the page, add an entry to LAN Addresses exposed through firewall
where:
WAN Port # is 25.
Protocol is TCP.
IP Address is set to the LAN email server, 192.168.101.12
Local Port # is 25.
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6 VPN
This page displays the system’s Virtual Private Network settings.
NOTE:
It is necessary to restart the Allworx server for the new Network VPN settings to
take effect.
To enable the VPN PPTP server:
1.
Navigate to Network > VPN. The VPN page displays.
2.
Click the Modify link to update the values.
3.
Check the Enable VPN PPTP Server box and update the fields.
4.
Enter the required information in the respective fields. If you make a mistake,
click the Start Over button to reset the fields to the original settings.
5.
Click Update to save changes.
6.
Reboot the Allworx server. 0.
To enabling VPN for Individual Users:
1.
Go to Business > Users. The Users page displays.
2.
Locate the username in the Users table, and click the Modify link. The Modify
dialog box displays.
3.
Locate the VPN Settings section, and check the Allow VPN Access box.
4.
Enter a VPN password in the field, and then Confirm VPN Password in the
next field.
5.
Click Update to save the changes. 0.
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7 Internal Dial Plan and Extension Length
The extension length setting configures extensions to be either three (3) digits or four
(4) digits long. This capability influences other server features and has some
limitations that are discussed below.
The Internal Dial Plan specifies the first digit for user extensions and other PBX
functions such as forwarding calls and accessing outside lines. The dial plan can be
configured to meet the needs of the customer by:
•
Matching extensions to DID numbers
•
Keeping extensions the same as they were prior to the introduction of the Allworx
system
•
Changing the PBX outside line access to a digit other than “9” to avoid accidental
911 calls
•
Both extension length and the internal dial plan affect many of the system’s
features. For this reason, it is recommended to make these decisions and
configure the options early in the installation process.
7.1 3-Digit vs. 4-Digit Extensions
7.1.1 Setting Extension Length
New Allworx servers are factory-configured for 3-digit extensions. If using 3-digit
extensions there are no configuration changes. If using 4-digit extensions, Allworx
recommends changing the extension length to four digits before defining any Users,
Handsets, or Extensions. Change the extension length using the following procedure:
1.
Login the server.
2.
Navigate to Phone System > Dial Plan.
3.
Locate the Internal Extension Length section, and click the Modify link.
4.
Change the User and System Extensions to 4 digits in length.
5.
Click Update to save the configuration.
6.
Reboot any previously configured handsets. 0.
Note:
Extension Length cannot be changed on a system that is part of a Multi-site
network.
7.1.2 Extension Length Changes on Existing Systems
When an existing server with 3-digit extensions is switched to 4-digit extensions, the
user and system extensions will automatically change to four digits. The server will add
a one (1) to the start of each extension. For example, if a user had the extension x104,
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the extension automatically changes to x1104. A system extension of x231 adjusts to
x1231.
Switching back from 4-digit extensions to 3-digit extensions is not recommended. If
the switch is made, all extensions will be shortened to three digits by removing the first
digit (e.g. an extension of x1205 will become x205). However, this can lead to conflicts
(e.g. x1100 and x2100 would shorten to the same 3-digit extension). For this reason,
switching from 4-digit extensions to 3-digit extensions will be prevented if there are any
extensions outside the range of x1100-x1299. For sites using a non-default internal
dial plan, all extensions must be in the range of x100 – x299. For example, if the site’s
extensions are 4xxx – 5xxx, all extensions must be in the range of 4100-4299, in order
to switch to 3-digit extensions. If there are extensions outside of this range but a switch
from 4-digit extensions to 3-digit extensions is desired, all extensions that are outside
the range must be changed or deleted.
The following affects phone functions when the extension length setting is changed.
The format of the number to dial is the same but the number of digits changes,
depending on whether extensions are set to three digits or four digits.
Function
Format†
3-digit
Example†
4-digit
Example 1
Leave a voicemail
3 + extension
3199
31199
Check voicemail
6 + extension
6199
61199
Call forwarding
45 + extension
45199
451199
Answer alternate
extension
7 + extension
7199
71199
In addition to the changes in user and system extensions, the following server
configurations automatically update when changing the extensions from three digits to
four digits:
•
Extension call routes including Internal Caller-ID checking
•
Incoming outside line call routes
•
DID mappings
•
System Speed Dials (the Speed Dial extension doesn’t change but the extension
that is dialed as a result changes)
•
Speed Dial PFK (differs from Personal Speed Dial PFK)
1
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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•
Default Extensions, extensions accessed by Shortcuts, and “Dial By Directory”
listings of Auto Attendants
•
Call Detail Records (prior records are unaffected by the change)
•
Off hook digits dialed for handsets
7.1.3 Functions Not Changed
The following are not affected:†
•
Personal Speed Dials (these are stored on the phones so they must be modified
by the users)
•
System Speed Dial extensions (350-399, 34000-34999)
•
Call Park extension and Parking Orbits (700-709)
•
Auto-Attendant extensions (400, 431-439)
•
Door Relay (403)
•
Message Center (404)
•
Conference Center (408)
•
Paging extensions (460-469)
•
Queue extensions (4400-4409, 4410-4419)
•
Modifying Internal Dial Plan
There are two configuration modes for the Internal Dial Plan:
•
Normal Mode – User and system extensions are in a continuous range of 200
(3-digit extensions) or 2000 (4-digit extensions) numbers. The numeric range can
be anywhere between 1xx and 9xx. Examples are 3-digit extensions between
100 and 299 or between 700 and 899. System functions (e.g. Speed Dials and
retrieving parked calls) are in other ranges that are not assigned to user
extensions.
•
Extension Mode – User and system extensions can be in virtually any numeric
range. Only the operator digit (e.g. zero ‘0’) and the PBX external dial digit (e.g.
nine ‘9’) are reserved. System functions begin with an asterisk (*). For example,
extensions can be anywhere between 100 and 899 or 1000 and 8999.
The Phone System > Dial Plan > Internal Dial Plan > modify page includes a table
that depicts the Internal Dial Plan. Change the dial plan by clicking the Modify link.
Normal Mode is the default.
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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Note:
The Internal Dial Plan cannot be changed between Normal Mode and Extension
Mode on a system that is part of a Multi-site network.
In either mode, the selections are made by choosing the leading digit for groups of
dialing patterns from a pull-down list. Selecting a digit for one pattern affects the digits
that are available for use with other patterns. As selections are made, the lists for other
dial patterns are automatically adjusted to include only valid remaining digits. For this
reason, Allworx recommends making selections starting at the top of the page.
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Check the Use Extension Mode box to switch to Extension Mode.
Internal Dial Plan changes cannot be made to servers that are in a Multi-site network.
To disable Multi-site on all servers:
1.
Navigate to Network > Multi-Site > modify.
2.
Go to the Configuration section, and click the Disabled button.
3.
Click the Remove links on all servers to remove all site data on all servers.
4.
Navigate to the Phone System > Dial Plan > Internal Dial Plan section, and
click the modify link.
5.
Confirm that the Internal Dial Plan is identical on all servers - Normal or
Extension Mode.
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6.
Reboot all phones, and enable Multi-site on the Primary site.
a. Navigate to Network > Multi-Site > modify.
b. Go to the Configuration section, and click the Controller Site button..
7.
.
Enable Multi-site on all of the Branch sites and Accept all sites into the
network on the Primary site.
a. Navigate to Network > Multi-Site > modify.
b. Go to the Configuration section and click the Branch Site button.
8.
.
Verify that the multi-site network is operating properly. Run the Multi-site
Tests on the Network > Multi-Site page and place calls between all
combinations of servers. 0.
7.2 Important Notes
Note:
If installing Generic SIP phones on the system, Internal Dial Plan changes can
modify the configuration on the server such that the Generic SIP phones no
longer register.
To examine the configuration:
1.
Navigate to Phone System > Handsets.
2.
Examine the User IDs for the installed Generic SIP phones.
3.
Determine if the registration configuration for each Generic SIP phone is the
same or different from the current User ID on the server Handsets page. If
there is a difference, modify the on-phone configuration to match the new
User ID. 0.
Note:
Allworx user guides frequently refer to dialing patterns based on the factory default
Internal Dial Plan. After making changes to the dial plan, My Allworx Manager's
Phone Functions tab automatically updates with the new digits. Print and distribute
this sheet to all end users. Users can view the Phone Functions Reference Card
by navigating to Phone System > Dial Plan and view the Phone Functions
Reference Card.
Note:
Changing the Operator to something other than “0” will not automatically change
the Operator digit shortcut in the Auto Attendants. If the Operator digit is changed,
manually update the Auto Attendants shortcuts. To update manually, see Chapter
26, Auto Attendants.
7.3 Multi-site Calling
For reliable calling between sites in a multi-site network, all Allworx servers must have
the same software release, extension length, and internal dial plan.
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8 User Passwords
The system maintains a PIN for accessing phone functions (accessing the Message
Center, logging in to Queues, etc.) and a password for accessing My Allworx Manager
and the Allworx Administration pages. Allworx Server Administrators can enforce more
stringent password requirements for all user accounts, and/or require users to change
their password on the next login. Users can change their password and PIN using My
Allworx Manager.
Allworx server features that require authenticated user access using a password.
•
Reach
•
Interact
•
Call Assistant
•
My Allworx Manager
Allworx server features that require authenticated user access using a handset keypad
use the new PIN:
•
Message Center (Audio and Visual)
•
Hot Desk Login
•
ACD Agent Login
8.1 Requirements
The Maximum Length of Passwords is 128 characters. The server enables using
special characters in Passwords as shown in the table below:
[SP]
!
“
#
$
%
&
‘
(
)
|
*
+
,
-
.
/
:
;
<
=
}
>
?
@
[
\
]
^
_
`
{
~
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To change the password requirements:
1.
Navigate to Business > Users > Password Requirements. The section
displays the current requirements for Passwords.
2.
Click the modify link to change the settings. The default setting for Require
Strong Passwords is not required. 0.
a. If the Allworx Server Administrator leaves the Require Strong
Passwords box unchecked (default setting), the server enforces the
following requirements for user passwords:
•
Can only contain letters (A-Z, a-z), digits (0-9), and special
characters (see above).
•
Minimum length of 4 characters
•
Maximum length of 128 characters
b. If the Allworx Server Administrator checks Require Strong Passwords
box, the server enables the Allworx Server Administrator to modify the
requirements for the passwords. Selectable requirements for passwords
include: .
•
Require lower case character(s)
•
Require upper case character(s)
•
Require numeric character(s)
•
Require special character(s)
If a user’s password does not already meet all the updated
requirements, the server requires them to change the password at
their next login.
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8.2 Users
This Admin page enables the Allworx Server Administrator to set each user’s
passwords.
8.2.1 New Users
1.
Navigate to Business > Users, and go to the Users section.
2.
Click the add new user link. The Add New User page displays.
3.
Enter the user information:
•
Login Name – must start with a letter; use only letters, digits, and
underscores.
•
Full Name fields – First, Middle, Last (required). The system requires the
user’s Last name at a minimum.
•
Password – the password must comply with the password requirements.
•
PIN – default PIN is 1234. If user is already set up prior to upgrading the
server to 7.5, the default PIN is the same from prior to the upgrade.
4.
Locate the Require Password Change and Require PIN Change
checkboxes. The server default (checked) requires the user to update each
password and PIN at the next login. If the Allworx Server Administrator
unchecks the box, the user does not need to update the password.
5.
Click the Add button to save changes. 0.
8.2.2 Modifying Users
1.
Navigate to Business > Users, and go to the Users section.
2.
Click the modify link. The Modify page displays.
3.
Edit the user information:
•
Full Name – First, Middle, Last
•
Password/Confirm Password – the password must comply with the
password requirements, (optional).
•
PIN/Confirm PIN – default keypad password is 1234, (optional).
4.
Locate the Require Password Change and Require PIN Change
checkboxes. The server default (checked) requires the user to update each
password at next login. If the Allworx Server Administrator unchecks the box,
the user does not need to update the password at the next login.
5.
Click the Update button to save changes. 0.
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9 Adding Users
9.1 User Templates
User Templates contain a set of common configuration settings and can be applied
when creating or modifying users. Not all user settings are included in the templates.
Some settings must be configured for each user from their user modify page.
Available User Templates are displayed in a table on the Business > Users page,
with options to View or Copy the System User (Default) template or View, Copy, or
Delete other template groups. The System User (Default) template contains the user
factory default settings. When Allworx servers are upgraded to Release 7.0 or higher
the System User template is assigned as the base template for all users. None of the
settings change for existing users in this process. When adding new users, the System
Administrator may apply the System User template or create a custom template for a
desired combination of settings.
9.1.1 Adding User Templates
Prior to adding users on a new system, determine the required feature options for
which users (e.g. Off-site Access to Outside Lines or the ability to create conferences).
For a list of users for each template, select the View link for the appropriate template,
and navigate to the Template Last Applied To Users section for the complete list.
To create a new user template:
1.
Navigate to Business > Users, and go to the User Templates section.
2.
Select the System User (Default) Copy link. A new User Template displays in
the template list with the same user options as the system User (Default)
template.
3.
Click the View link on the Copy of System User (Default) line. The User
Template page opens with the current options displayed.
4.
Click the Modify link in the User Template - Copy of System User (Default)
section.
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5.
Rename the template in the Name section of the page, and update the
template options, as appropriate.
6.
Click Update when changes are complete.
7.
Navigate to Business > Users to go back to the list of users. 0.
9.1.2 Modifying an Existing Template
Prior to adding users on a new system, determine the required feature options for
which users (e.g. Off-site Access to Outside Lines or the ability to create conferences).
For a list of users for each template, select the View link for the appropriate template,
and navigate to the Template Last Applied To Users section for the complete list.
To modify an existing user template:
1.
Navigate to Business > Users, and go to the User Templates section.
2.
Click the View link on the line of the template that needs modification. The
User Template page opens with the current options displayed.
3.
Click the Modify link, and update the template options, as appropriate.
4.
Click the Update button when changes are complete.
5.
Navigate to Business > Users to go back to the list of users. 0.
9.1.3 Deleting User Templates
Templates with associated users cannot be deleted, so those links will be grayed out.
Apply a different template to all associated users before attempting to delete it.
To delete a User Template:
1.
Navigate to Business > Users and go to the User Templates section.
2.
Locate the template, and click the Delete link in the Action column. The page
refreshes with the available User Templates. 0.
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9.2 User Template Settings
Section
System Features
Feature Eligibility
Follow Me Calling
Auto Attendant Selection
Setting
•
Enable Voicemail
•
Maximum Number of Voicemails
•
Call Answering maximum message recording time
•
Message Center maximum message recording time
•
User has permission for Off-Site Access to outside
lines
•
User has permission to send voicemail to all users
(by dialing 9 from voicemail Send menu)
•
Operator Extension (used when caller dials 0 when leaving
voicemail)
•
End Message recording (Voice Activity Detection)
•
User has permission to modify extension’s call routes
•
User has permission to create conferences
•
User is a Call Queue Supervisor
•
Call Assistant Active Calls
•
Brief Display
•
Full Display
•
Not Displayed
•
Call Assistant Recording Calls Allowed
•
Maximum size Universal Inbox
•
Default Language
•
Enable Hot Desking
•
Maximum Logged in Time
•
Caller ID Name
•
Caller ID Number
•
Allworx Reach Eligibility Count
•
Allworx Interact Professional Eligibility Count
•
Password required to accept calls
•
Require caller to record name
•
Check boxes below to include the user in the Dial-By-Name
and Dial-By-Directory menus for the attendant:
•
Auto Attendant 1
•
Auto Attendant 2
•
Auto Attendant 3
•
Auto Attendant 4
•
Auto Attendant 5
•
Auto Attendant 6
•
Auto Attendant 7
•
Auto Attendant 8
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•
Auto Attendant 9
•
Email and Voicemail messages
•
Email message only
•
No messages
VPN Settings
•
Allow VPN Settings
External POP3 Accounts
•
Poll Period
POP3 Mail Transfers
User settings NOT included in User Templates
Section
Presence
Roles
Setting
•
Presence choices
•
Prevent caller from leaving a message
•
System Administrator
•
Phone Administrator
•
Network Administrator
•
Support Technician
Follow Me Calling
•
Primary Phone (used for quick transfer from cell phone)
Voicemail Notification and
Escalation
•
Notification and Escalation Disabled
•
Notification Mode
•
Escalation Mode
Email Forwarding
•
SMTP Server Configuration
VPN Settings
•
VPN Password
External POP3 Accounts
•
Mail Server / Username on Mail Server / Password
•
Adding and Modifying Users
•
Adding New Users
When adding a new user, the feature configuration settings display after choosing a
template.
To add a new user: Need a new screen shot.
1.
Navigate to Business > Users and click the add new user link.
2.
Add the Identification information into the fields.
3.
Go to the Phone Assignment section and select the appropriate phone from
the drop-down menu, if applicable.
4.
Go to the User Template section and select the appropriate template from the
drop-down menu. The page refreshes with a System Features section with
the template settings as well as other settings that are not part of the
template.
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5.
Update the System Features section, as appropriate. The system
automatically flags any changes to the settings with an exclamation point (!)
to indicate that the template has been overridden.
6.
Click Add to add the user to the system. The Users page displays. The users
table on the Users page displays the last applied template that to each user.
If any template settings for a given user have been overridden, the User
Template name will be marked with an exclamation point (!). 0.
9.3 Modifying Users
When modifying templates that have already been applied to users, changes are NOT
automatically applied to the users of that template. In order to update the user settings,
reapply the template to each associated user.
To modify the user's template:
1.
Navigate to Business > Users, and click the add new user link. Clicking on
the template name opens the template’s View page.
2.
Click the Modify link in the Action column for the appropriate user. The user
template opens for changes.
3.
Update the user sections as appropriate. In the User Template Options
section, when changing the user template:
a. Select the new template from the drop-down menu.
b. Click Set to apply all the settings to the user or Click Merge to keep the
override settings and apply the remaining settings of the new template.
Merge will not change any settings that were overrides from the last
applied template. .
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Whether Set or Merge is used, additional changes can be made before
selecting the Update button.
4.
Click Update for the changes to take effect. The User page displays. The
users table on the Users page displays the last applied template that to each
user. If any template settings for a given user have been overridden, the User
Template name will be marked with an exclamation point (!). 0.
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10 Adding Handsets
10.1 Allworx Desk Phones
The following procedures apply when connecting the Allworx phones to the same LAN
as the Allworx server. If you are connecting to a different network, see Chapter 17
Remote Allworx Phones and Port Expanders.
10.1.1
DHCP IP Addressing
By default, Allworx phones have DHCP client enabled. When connected to networks
on which there is a DHCP server, the phones will receive their network setup from the
DHCP server. In addition to the network setup, configure the phones with the IP
address of the Allworx server, in order to register. If the DHCP server is the Allworx
server or if a third party DHCP server is used and properly configured, this enables
plug-and-play installation of Allworx phones.
•
If the Allworx server is the network’s DHCP server, the phone will register
without additional configuration.
•
If the phone is getting its IP address from a DHCP server that is not the
Allworx server, the DHCP server can be set up to provide the phone with
the Allworx server’s IP address. Do ths using the TFTP boot server
(option #66) in the DHCP data set. If the TFTP boot server is set properly,
the phone will need no additional configuration.
•
If the phone is getting its IP address from a non-Allworx server’s DHCP
server and the DHCP server does not provide the TFTP boot server IP
address, then the boot server’s IP address (the address of the Allworx
server) must be set manually on the phone. Perform the following
procedure:
1.
Press the CONFIG soft key on the phone.
2.
Using the arrow buttons, highlight Network Settings and press the Select
button
. If you are prompted for a password, enter “allworx” using the
numeric keypad, and then press the Select button
. The Network Settings
menu displays and DHCP highlights.
3.
Use the arrow keys to highlight Edit Boot Server. Press the Select button
. Using the numeric keypad, enter the IP address of the Allworx server. Use
the asterisk key ‘*’ for periods. When you are done, press the Select button
.
4.
Press the EXIT soft key repeatedly until asked to save the settings. Press the
YES soft key.
5.
Reboot the phone by pressing the CONFIG soft key, using the arrow keys to
highlight Reboot Phone, and pressing the Select button
. Answer Yes to
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the prompts. The phone will reboot and connect using the DHCP and
manually entered settings. 0.
10.1.2
Static IP Addressing
If assigning the phones static addresses rather than using DHCP, the following
network settings will have to be entered manually on the phone:
•
Boot server (the Allworx server’s IP address or domain name)
•
Time Server (optional, can be an IP address or domain name)
•
DNS Server IP
•
Phone IP
•
Netmask IP
•
Gateway IP
To update the Static IP Address:
1.
Press the CONFIG soft key on the phone.
2.
Using the arrow buttons, highlight Network Settings and press the Select
button
. If you are prompted for a password, enter “allworx” using the
numeric keypad then press the Select button
. The Network Settings
menu displays and DHCP highlights.
3.
Press the Select button
4.
Use the arrow keys to highlight Edit Boot Server. Press the Select button
. Using the phone’s keypad, enter the IP address or the domain name of the
Allworx server. Use the asterisk key ‘*’ for periods. When you are done, press
the Select button
.
5.
Highlight, select, and enter the remaining settings from the list, above.
6.
Press the EXIT soft key repeatedly until you are asked to save the settings.
Press the YES soft key.
7.
Reboot the phone by pressing the CONFIG soft key, using the arrow keys to
highlight Reboot Phone, and pressing the Select button
. Answer Yes to
the confirmation. The phone will reboot and connect using the DHCP and
manually entered settings. 0.
Note:
10.1.3
until the DHCP setting is Disabled.
You may abort an Allworx phone’s boot cycle by pressing the MUTE/DND button
three times. If the phone is running firmware from server software release 7.3 or
lower (phone firmware version 2.3 or lower), press the RELEASE button three
times, instead.
VLAN Settings
If the site’s network utilizes VLANs, additional configuration is necessary.
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Allworx phones running firmware from server software release 7.2 or higher (phone
firmware version 2.2 or higher) default to VLAN auto configure. If the network utilizes
LLDP-MED or CDP to set network host VLAN configurations, the Allworx phones will
be properly configured. If the phone is running an earlier version of firmware or if the
network does not use LLDP-MED or CDP, configure the VLANs manually.
To set up VLANs on the phone:
1.
Press the CONFIG soft key on the phone.
2.
Using the arrow buttons, highlight Network Settings and press the Select
button
. If you are prompted for a password, enter “allworx” using the
numeric keypad then press the Select button
. The Network Settings
menu displays and DHCP highlights.
3.
Use the arrow keys to highlight VLAN. Press the Select button
VLAN setting is Manual.
4.
Use the arrow buttons to highlight Phone VLAN Settings. Press the Select
button
.
5.
Enter the value for Phone VLAN ID and press the Select button
6.
Enter the value for Phone VLAN Priority and press the Select button
7.
Use the arrow buttons to highlight PC VLAN Settings.
8.
Enter the value for PC VLAN ID and press the Select button
9.
Enter the value for PC VLAN Priority and press the Select button
until the
.
.
.
.
10.
Press the EXIT soft key repeatedly until you are asked to save the settings.
Press the YES soft key.
11.
Reboot the phone by pressing the CONFIG soft key, using the arrow keys to
highlight Reboot Phone, and pressing the Select button
. Answer Yes to
the confirmation. The phone will reboot and connect using the DHCP and
manually entered settings. 0.
Note:
10.1.4
If the phones are running an earlier version of the firmware or if the network does
not use LLDP-MED or CDP, it may be more efficient to upgrade the phones prior
to attempting to connect them to the site’s network. Do this in the lab by
connecting the phones to an Allworx server that is running the server software
release 7.2 or higher.
Handset Network Profiles
Handset Network Profiles are network and registration settings that can be stored on
the phone and selected for usage during different situations. Usage examples include
connecting to a 2nd Allworx server for disaster recovery purposes or temporarily
connecting to their Allworx server from home. These can be accomplished by having
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the user or the server select a profile and avoids the need to manually change settings
on the phone.
10.1.5
On-phone Archive Profile
An On-phone Archive profile can be stored on the phone using the phone’s CONFIG
menu. Download additional profiles to the phone from the server using the Handset
Preference Groups.
To create the On-phone Archive profile:
1.
Press the CONFIG soft key on the phone.
2.
Using the arrow buttons, highlight Network Settings and press the Select
button
. If the phone is already connected to the Allworx server and you
are prompted for a password, enter the password that is defined on the
server’s Servers > VoIP page then press the Select button
. The Network
Settings menu displays.
3.
Using the arrow buttons and the Select button
settings as desired.
4.
Press the ARCHIVE soft key. This saves the current network settings as the
Archive profile. 0.
, configure the network
The Archive profile will be available even if the Network Settings are changed
and/or if rebooting the phone.
10.1.6
Server-based Profiles
The Allworx Server Administrator can create up to three Handset Network Profiles for
a given phone on the server, and creates/assigns the templates containing the profiles
to Handset Preference Groups.
To create Templates:
1.
Navigate to Phone System > Handsets page.
2.
Go to the Handset Network Profile Templates section, and click the Copy link
for the Default template. This creates a new template.
3.
Click the View link on the new template.
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4.
Click the modify link on the Template Name line to rename the template to a
more descriptive name, and then click the Update button.
5.
Create a Network Settings Profile, click the add profile link.
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6.
Name the profile and fill in the desired settings.
Profile
Description
Profile Name
The name can be different from the Template name and must be
different than any other profile name in this template.
Phone IP
Choices are DHCP and Use Phone Setting. It is not possible to
assign a static IP address to a phone using a Handset Network
Profile.
Boot Server
Address
A domain name may be entered rather than an IP address.
Time Server
Address
A domain name may be entered rather than an IP address
7.
Select Add. Add more profiles in the same way, if desired.
8.
Go to Next Phone Reboot use and click the modify link to choose which
profile will be used by the phone on its next reboot. A drop-down list of the
current profiles is provided:
Note:
9.
•
Current Phone Settings
•
Phone Archived Profile
•
Any newly created profile(s)
Phone settings can override the Next Phone Reboot setting. To verify the Handset
Network setting takes effect:
Press the CONFIG soft key on the phone.
10.
Press the down arrow key to highlight Preferences.
11.
Press the Select button
12.
Press the down arrow key to highlight Server Profile Selection.
13.
Press the Select button
Ignore Server Selection.
14.
Verify Use Server Selection is highlighted to permit the Handset Network
Template setting to take effect, and press the Select button
.
15.
Press the EXIT soft key on the phone twice to get back to the main screen.
.
. Two options display - Use Server Selection or
After creating a template, assign it to the phone using the Handset
Preference Groups. Perform the following procedure (See Handset
Preference Groups on page 71 for more information):
Note:
Default templates cannot be modified.
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16.
Navigate to the Phone System > Handsets Page.
17.
Locate the handset in the table, and click the corresponding View
Configuration link. The View configuration dialog box displays.
18.
Locate the Handset Preference Group section, and click the Modify link.
19.
Go to the Handset Preference Group section, and select the new template
from the list.
20.
Click Update to save changes.
21.
Navigate to the Phone System > Handsets Page. Locate the Handset
Network Profile Templates section.
22.
Select a Handset Network Profiles Template, if not already selected.
23.
Select Update to save the changes.
24.
Reboot the phones in the Handset Preference Group. The phone will
reconnect using the prior network settings. All subsequent reboots will use
the settings provided by the Handset Network Profiles Template.
25.
Navigate to Phone System > Handsets.
26.
Click Reboot Allworx Phones to reboot all the phones in the system, or
locate the affected phones in the SIP Handsets list and click Reboot in the
action column to reboot specific phones in the system. 0.
Note:
10.1.7
Phone users can manually select a profile on their phones by selecting CONFIG >
Network Profiles and choosing a profile.
Plug-and-Play
Allworx phones can be added to the system using plug-and-play installation. Once the
network connection to the server is set up, the phones will register with the server the
next time they reboot or power up. To add VoIP phones manually from other
manufacturers, see Generic SIP Phones on page 64.
If you are having difficulty configuring a phone, restore it to factory defaults and
reapply the desired settings.
If an Allworx IP phone is booted on the network and a new version of phone software
is available, the phone will ask if you would like to load the upgrade.
Assign an Allworx IP phone to a user or replace an existing phone when it is first
connected to the Allworx system. The following options are available:
•
Assign a user to the phone (NOW > ADD). Select from the list of all system
users or limit the list to those users with no phones assigned. Reboot the
phone to complete the user assignment.
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•
Replace compatible existing Allworx phone (NOW > REPLACE). Select from
the list of the all Allworx system phones. The phone web administration
password, if any, is required to replace a phone. Navigate to Web Admin
Servers > VoIP to view or change the password. Reboot the phone to
complete the phone replacement.
•
Defer user assignment (LATER). The user assignment prompts displays on
subsequent reboot if the phone has not already been configured from within the
Web Admin.
•
Assign via the Web Admin (VIA WEB). The user assignment prompt will not
display on subsequent reboots.
•
When a plug-and-play phone is registered with the server, it displays on the
Phone System > Handsets page in the SIP Handsets section. It displays the
correct model and the MAC address.
10.1.8
Plug-and-Play Security
Allworx handset plug and play installation provides a convenient method for adding
phones to the Allworx server. However, this feature permits unauthorized users to add
phones to the server without the knowledge of the System Administrator. The Allworx
System provides security by permitting the System Administrator to disable plug and
play installation of handsets.
The following options are available on the Servers > VoIP > Modify page:
Option
Description
Disable Phone Creates via
LAN Plug and Play
This option prevents handsets on the Allworx server LAN from
installing by plug and play. By default, this option is unchecked;
meaning plug and play is enabled. When checked, phones
must be manually added on the Phone System > Handsets
page.
Disable Phone Creates via
WAN (Remote Phone) Plug
and Play
This option prevents handsets on the Allworx server WAN (i.e.
remote handsets) from installing by plug and play. Installation is
prevented, even if the remote handset is programmed with the
server’s plug and play secret key. By default, this option is
unchecked; meaning plug and play is enabled. When checked,
phones must be manually added on the Phone System >
Handsets page.
Disable Assign User at
Phone
This option prevents assigning a user to a newly installed
phone using the plug-and-play User Assign menu on the
phone.
Note: Previously added Handsets to the system will reregister with the server, regardless of these settings.
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10.1.9
Manually Adding Allworx Phones
The Allworx server supports the manual adding of phones to the system. Do this if
disabling the Plug and Play for security reasons or when configuring the phone prior to
plugging it into the network (For example, to pre-configure the server before an
installation at the customer site).
To add an Allworx phone manually:
1.
Navigate to the Phone System > Handsets page.
2.
Click the add new Allworx Handset link in the SIP Handsets section. The
SIP Handset page displays. (need new screen shot)
3.
Fill in the fields in the SIP Handset section. The system requires an entry in
Description, Model, and MAC Address fields.
Note:
If there is an incorrect the MAC address entry, then when the phone boots on the
network, the server has a duplicate entry for this phone. It will plug-and-play
register itself with the system using the correct MAC address and will not use the
manually entered information.
4.
Locate the Handset Configuration section, and select the Allworx phone
model from the drop-down list.
5.
Enter the MAC Address information in the field.
6.
Click Add to add the new handset to the server. 0.
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10.2 Reach Handsets
The Allworx Reach Mobile Client application can be loaded on iOS and Android
devices to provide soft phone capability. See the Allworx Reach User’s Guide for
information on using the Allworx Reach Mobile Client.
To connect Reach Handsets, install Reach licenses on the server and update the
Reach server configurations.
10.2.1
Reach Handset Licensing
Each Reach handset requires a license in order to operate. The Allworx Server 7.5
includes one Reach license with each server. To add more Reach handsets requires a
purchase and installation of additional Reach feature keys. Available feature keys
provide one, five, or 10 licenses each. To enable larger numbers of Reach handsets,
install multiple feature keys of the same or different license counts.
Allworx Server Administrators can allocate licenses in two ways:
•
Reserve licenses for specific users by manually configuring their Reach
handsets.
•
Authorize users to claim licenses on a first-come-first-served basis using Plug
and Play.
To reserve licenses for specific users:
1.
Navigate to Phone System > Handsets, and locate the SIP Handsets
section.
2.
Click the add new Allworx Reach Handset link. If the link is unavailable,
purchase more licenses.
3.
Fill in the fields in the SIP Handset section. The system requires filling in the
Description field; however, the user cannot claim the Reach license until the
Allworx Server Administrator fills in the owner field.
4.
The description field requires only Description, although a user cannot claim it
unless the Owner is selected.
5.
Click the Add button to save the changes. 0.
To authorize users to claim licenses:
1.
Navigate to Business > Users.
2.
Locate the user, and click the Modify link.
3.
Locate the Feature Eligibility section and enter the number of Allworx Reach
activations this user can claim.
4.
Click Update to save the changes. 0.
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Note:
10.2.2
By authorizing users to claim licenses, it is possible to over-allocate the installed
licenses. If users have claimed all installed licenses, the system blocks attempts to
install additional Reach handsets. However, if the Allworx Server Administrator
creates a Reach handset and assigns an owner before using up the licenses, the
user listed as the owner has one of the installed licenses and is able to register
their Reach handset.
Managing Reach Licenses
To manage Reach licenses:
1.
Navigate to Maintenance > Feature Keys.
2.
Locate the Feature Keys section, and then the Allworx Reach line item. The
total number of installed and used licenses displays.
3.
Click the Allworx Reach link. The Allworx Reach dialog box displays. 0.
Click the View link to see handset information about a specific user.
Click the Delete link to remove the Allworx Reach handset from the system
and the associated Call Appearances. Click Delete to confirm.
Click the Disable link to prevent any further communication with the Allworx
Server. The link changes to Enable. Click Enable for communication with
the Allworx Server.
10.3 Installation Assistance for Reach Users
After you have reserved or allocated the Reach application licenses for all users, email
the installation instructions to the user’s mobile device.
1.
On the server, navigate to Business > Users.
2.
Locate the first user in the Users section.
3.
Click on the Welcome page icon
Welcome page displays.
4.
Locate the Feature Eligibility section of the Welcome page.
5.
Copy the Feature Eligibility section and paste it into an email window. Use
“Allworx Reach Mobile Client Installation Information” as the Subject line of
the email.
6.
Attach the Allworx Reach User’s Guide to the email. It is available on the
Allworx Portal (www.allworxportal.com) and on the Allworx Reach Installation
web page (get.allworx.com/reach). Send the email to the user.
7.
Repeat steps 3 through 6 for each of the remaining eligible users. 0.
next to the username in the table. The
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10.4 Generic SIP Phones
To configure a 3rd-party SIP phone:
1.
Navigate to Phone System > Handsets.
2.
Click the add new Generic SIP Handset link. The SIP Handset page
displays. If the link is unavailable, purchase more licenses.
3.
Fill in the fields in the SIP Handset section. The system requires an entry in
the Description field.
4.
Locate the Handset Configuration section and enter the Number of Lines.
5.
Enter a Login ID and Password for the phone to authenticate with the server.
Note:
The Login ID must be unique. Do not use the same Login ID on multiple phones.
6.
Click Add to add the new handset to server.
7.
Configure the 3rd-party phone following its particular configuration instructions
using the User ID, Login ID, (shown on the updated Phone System >
Handsets page), and the entered password. 0.
When registering a phone with the server, its entry on the Handsets page will
indicate it is registered that by displaying an expiration date and time.
Note:
Each Generic SIP handset requires a license in order to operate. Server keys
provide licenses. Allworx Server Administrators can add a small number of
handsets without a key (2 on 6x12 and 6x; 5 on the 24x and 48x). Generic SIP
handsets that are on the system prior to upgrading to 7.5 will continue to operate
without licensing. Available feature keys provide one, five, or 10 licenses each. To
enable larger numbers of Generic SIP handsets, install multiple feature keys of the
same or different license counts.
Note:
Allworx 6x12 servers are limited to a maximum of two (2) generic SIP phones.
Since the Allworx Server Administrator can install two without a license, no feature
keys are required for 6x12 servers.
10.5 Analog Phones
To connect an analog phone to the server:
1.
Plug the phone into one of the server’s FXS phone ports reserved for Inside
Phone Extensions.
2.
Lift the phone receiver so that the phone is off hook, and refresh the browser
window. The phone displays in the Analog Handsets section of the page.
3.
Hang up the phone receiver. 0.
Note:
Analog phones plugged into Port Expander FXS ports do not automatically display
on the Handsets page, add manually.
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10.6 Testing Phones
Below are some suggested steps for verifying that a phone is set up correctly:
•
Dial 400† for Auto Attendant.
•
Enter ‘#7’. The Auto Attendant will play back information about the phone
configuration.
•
Hang up. The phone will ring back.
If any of these steps fail, check:
•
Physical wiring between phone and server.
•
Network settings.
•
Phone and server configuration.
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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11 Configuring Allworx Phones
To configure Allworx IP phones:
1.
Navigate to Phone System > Handsets.
2.
Check the Show boxes for Allworx Handsets and Allworx Reach
Handsets. The table lists all installed Allworx desk phones and Reach
handsets. 0.
The following settings and actions are available:
Applies to
Phone
Function
Description
Allworx
Desk
Phone
Allworx
Reach
Appl.
Allworx
Generic
SIP
Phone
PBX Station
(Default)
Name of the Handset Preference Group
assigned to the phone. PBX Station
(Default) is the system. Clicking the link will
display the settings of the group. See
Handset Preference Groups on page 71
for more information.
Yes
Yes
No
View
Configuration
Enable viewing and modifying the phone’s
PFK configuration and Handset Preference
Group membership. See Handset
Preference Groups or Programmable
Function Keys (PFKs) on page 83 for more
information
Yes
Yes
No
Add Call
Appearance
Enable creating another Call Appearance
for this phone. Multiple Call Appearances
enable a single phone to handle calls for
users.
Yes
No
No
Reboot
Restart the phone. The reboot occurs after
a short delay on an idle phone. If the
phone is in use, the reboot will not start
until the phone is idle. A Reboot Allworx
Handsets button is available at the top of
the SIP Handsets section of the page to
reboot all Allworx phones with one action.
One handset reboots every 10 seconds,
until all phones reboot.
Yes
Yes
No
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Applies to
Phone
Function
Description
Allworx
Desk
Phone
Allworx
Reach
Appl.
Allworx
Generic
SIP
Phone
Replace
Enable substituting the phone with another
phone. The Replace feature transfers all of
the original phone’s configuration
parameters and settings to the new phone.
Use this function to replace a defective
handset with a new one. If the replacement
has fewer PFKs than the original handset,
the system copies the PFKs defined on the
original handset, in order from the bottom –
left of the PFKs, up to the number of PFKs
on the replacement handset. The system
replaces original handset PFK definitions
that are unsupported on the replacement
handset with default values.
Yes
No
No
IP Address
This is the IP address assigned to the
handset. Clicking the link will open the
Phone Administration page in a separate
browser window if your PC has a network
communications path to the phone; see
Phone Web Administration on page 92, for
more information.
Yes
No
No
Setup
Display the Allworx Reach Installation
Assistance website.
No
Yes
No
Modify
Enable modification of handset Call
Appearance parameters.
Yes
Yes
Yes
Delete
Delete the Call Appearance from the
phone. If there is only one Call
Appearance or if you click Delete on the
first Call Appearance, the server deletes
the phone From the system.
Yes
Yes
Yes
Ring
Ring the phone. Use this function to test
that the phone is connected and
operational.
Yes
Yes
Yes
Reboot the phones after changing any settings on the View Configuration page for the
changes to take effect. The Allworx Server Administrator can do this using the Reboot
link described above or manually, from the phone.
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11.1 View Configuration
Click the View Configuration link to see the phone configuration parameters for each
SIP handset. In addition to the summary information, the following settings display:
•
Handset Preferences Group - displays the current preference group. Modify
enables updating the current preference group.
•
Template Options - Save enables the user to safe the current configuration as a
template. In the Apply line, the user must select a handset configuration, and
then click the Apply button.
•
Programmable Function Keys - Modify enables the user to adjust the PFK
assignment options.
•
Call Assistant Appearances - checkboxes enable the user to adjust the settings
for each appearance.
Any changes require a reboot of the Allworx phone.
11.2 Multiple Call Appearances
Every phone that registered automatically configures with one Call Appearance with
two PFKs assigned to the Call Appearance. Adding a second Call Appearance creates
another address that can be used in call routes.
Example: Administrative Assistant
The office administrative assistant, Susan Bell, must be able answer the phones of two
executives: Tom Brown and Lisa Andrews.
To accomplish this:
The assistant has one Call Appearance on her phone for her own calls. New Call
Appearances will be added for each executive. Tom Brown is set to own the first new
Call Appearance. Lisa Andrews owns the third Call Appearance.
PFKs for each of the new Call Appearances would be added to Susan’s phone.
The call routes for the executives would be set to ring their own handset and their Call
Appearance on the assistant’s handset in parallel. The PFK corresponding to the
executive that is receiving a call will flash so that Susan will know who is being called
and can answer accordingly (e.g. “Good morning, Tom Brown’s office…”)
11.3 Handset Preference Groups
A Handset Preference Group is a set of handset options and a list of handsets with
those options. Handset Preference Groups enable configuring handsets easily and
efficiently. Apply custom configurations to any or all of a site’s handsets by creating a
Handset Preference Group, specifying the handset options, and assigning handsets to
the group. No additional configuration steps are required to apply the options. Reboot
the handsets for the changes to the group’s settings to take effect.
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The Handset Preference Groups are displayed in a table in the Phone System >
Handsets page, with options to View or Copy the PBX Station (Default) and Key
System Station (Default) templates or View, Copy, or Delete other template groups.
The PBX and Key System Default groups that contain the factory default handset
options for their respective modes. New Handset Preference Groups are created for
each unique combination of handset options for existing phones when Allworx servers
are upgraded to Release 7.0 or higher. Phones with those options automatically
become members of the corresponding group.
Note:
11.3.1
Settings for existing handsets are NOT changed in this process.
Creating Handset Preference Groups
To create a new Handset Preference Group:
1.
Navigate to Phone System > Handsets, and go to the Handset Preference
Groups section
2.
Select a default template, and click the Copy link. A new Handset Preference
Group template displays with the name Copy of X (Default) in the template
list with the same user options as the default template.
3.
Click the View link of the new template. The Handset Preference Group page
opens with the current options displayed.
4.
Click the Modify link in the template.
5.
Rename the template in the Handset Preference Group Name field, and
update the template options, as appropriate.
6.
Select Update when changes are complete.
7.
Navigate to Business > Users to go back to the list of users. 0.
The SIP Handset table displays the Handset Preference Group of each
handset. Clicking on the group name opens the group’s View page.
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11.4 Handset Preference Group Settings
Handset Preference Group configuration settings:
Applies to
Option
Description
Allworx
Handsets
Allworx
Reach
Application
Handset
Preference
Group Name
Description of the Handset Preference
Group.
Yes
Yes
Station Mode
Selection
Change the phone behavior to PBX
Behavior or Key System Behavior.
Yes
No
•
It affects how some of the PFK
functions work, see Programmable
Function Keys (PFKs).
•
It affects how the Hold button on a
handset works. When in Key
System mode, the Hold button
performs a system wide call park
operation that enables answering
the call by any handset. When in
PBX mode or the active call is on a
Call Appearance PFK, the Hold
button performs a station-based
hold operation that is exclusive to
the handset
Call Assistant /
TSP Driver
(TAPI) Display*
Selects which call information is
displayed in the Call Assistant and in
TAPI-compliant PC applications that
receive calls using the TSP driver.
Configure the phone to cause these
applications to display either dialed
name/number or regular caller ID
name/number information but not both.
Yes
No
Call Assistant
Display Mode
Controls how this phone displays in Call
Assistant Directory tab. The options are:
Yes
No
Yes
No
•
Normal – The extension and the
phone’s status are displayed
•
Hide Status – The extension is
displayed and the phone’s status
always shows as Idle
Hide Completely – Neither the
extension nor the status is displayed
Call History
Size*
Specifies the number of calls the station
will keep in call history. If you specify a
value of zero, the phone will not
maintain a Call History to help preserve
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the handset user’s privacy.
Clock Mode*
Specifies the phone station displays the
idle screen clock in 12- hour or 24-hour
format. There is an option to disable the
clock display if the phone is not
synchronized to network time or the
handset user does not need the time to
be displayed
Yes
No
Codec
Preference
Order
Set the preferred codec order in the
phone. The codec is the method of
encoding/decoding the audio sent to
and received by the phone. The two
possible codec’s are G.711 and
G.729A. G.711 preserves voice quality,
but takes more bandwidth. G.729A
takes less bandwidth, but reduces voice
quality.
Note: This setting defines the order of
codec selection. Not all codec’s are
supported for all call types (for example,
accessing the server Auto Attendant
requires G.711). The phone will attempt
to use the first choice but will use
whichever codec is required to support
the call.
Yes
Yes
Daylight Saving
Time
Specify if the handset will use Daylight
Savings Time (DST) to compute its
local time. Select use current server
setting if the telephone is in the same
time zone as the server. For a remote
phone, you may want to use the DST
setting of its actual location
Yes
No
Hold Button
Mode*
Controls the behavior of the phone’s
Hold button:
Yes
No
Yes
No
Hold Reminder
Mode*
•
Hold Calls, Park Lines – Holds calls
on call appearances. Parks calls on
line appearances.
•
Hold then Park – If pressed and
released quickly, the call is held. If
the button is pressed for longer, the
call is parked.
•
Park then Hold – If pressed and
released quickly, the call is parked.
If the button is pressed for longer,
the call is held
Specifies how the phone operates
relative to a hold reminder. Hold
reminder is a feature to remind the
handset user that they have left a
phone on hold:
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•
No Reminder – Never remind the
user.
•
On Hook – Beep whenever the
phone is put on-hook with call(s) on
hold.
•
Timer – Beep after the call has
been on-hold for the specified
period.
•
On Hook and Timer – Beeps after
the holding call for the specified
period or if placing the handset on
hook.
Hold Reminder
Timeout*
Length of time (in seconds) a call is on
hold before the call beeps, if Hold
Reminder mode is Timer. If Hold
Reminder is another option, the Hold
Reminder Timeout is unavailable.
Yes
No
Jitter Buffer Size
Variation in network audio packet the
phone experiences latency, resulting in
a reduction in audio quality. The phone
uses a jitter buffer to maximize the
audio quality when jitter occurs. Use
this configuration parameter to alter the
size of the jitter buffer.
Yes
No
Message
Waiting
Indication
Indicates how the phone should display
indication of a voicemail message
waiting for the user who is the owner of
this handset. If the station has no
owner, then this setting has no
meaning. The possible settings are:
Yes
No
Yes
No
Messages
Button
Operation*
•
No Indication - The handset does
not provide a visual display that a
message is available.
•
Visual – The red LED indicator on
the Messages button is illuminated.
•
Stutter Dial Tone – The station
emits a stutter when a dial tone is
started for each call.
•
Both – The station provides a visual
indicator and a stutter dial tone
Controls the behavior of the phone’s
Messages Button:
•
Displays Messages List – Pressing
the Messages button will permit
viewing the voicemail and managed
using the phone’s display. Pressing
the Messages button a second time
will call the Message Center so
audio menus can be used to
manage voicemail.
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•
Missed Call
Tracking*
Display the number of calls missed
since last making or receiving a call.
Select which missed calls to track:
•
Mobile data
Access
Off Hook Digits
Dialed
Calls Message Center – Pressing
the Messages button calls the
Message Center so audio menus
can be used to manage voicemail
No
No
Yes
Yes
No
Yes
No
Call Appearances Only
• All Appearance Types
Enable the phone to access WiFi and
Mobile Networks.
Enable the phone to dial specified digits
automatically whenever the phone is off
hook.
•
Yes
Example 1: this is a service phone
placed at a locked door or loading
dock where all dialing is disabled
and you want the phone to dial
automatically a predefined number
when it is taken off hook.
•
Example 2: the phone automatically
dials 9† to get an outside line.
Note: These digits will always be
dialed when the phone is taken off
hook, so this might interfere with other
uses of the phone. For example, if the
phone is configured to automatically dial
‘9’, the user will not be able to use PBX
features that don’t start with ‘9’ (e.g.
Call Park, Call Forwarding, etc.)
Paging Mode*
Specify the conditions for hearing pages
on this handset. The choices are:
•
Pages Always Accepted.
•
Pages Never Accepted.
•
Pages Only Accepted when the
station is on-hook
Redial Memory*
Sets the length of time the redial
memory persists in the phone station.
This setting is useful to adjust to
maintain privacy on phones that are
used in shared areas
Yes
No
RTP Media Port
Range
Specifies the range of UDP ports used
for Real Time Packet communications.
Yes
No
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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Using a maximum range of values
makes the phone the most secured
from snooping and denial of service
activities. However, when placing
remote phones behind 3rd-party
firewalls, under certain conditions the
UDP port range may need to be greatly
restricted so that mapping rules can be
created for each phone behind the
firewall. See Chapter 17, Remote
Allworx Phones and Port Expanders,
for more information.
SIP NAT Keepalive Interval
Some NAT firewalls automatically time
out and close connections to devices it
protects. If a remote phone is behind
such a firewall, then this setting
prevents the timeout. Messages called
keep-alive packets are sent from the
phone to the Allworx server at the
frequency specified. The value should
be set to an interval that is shorter than
the firewall timeout.
Yes
No
SIP Port
UDP port number used for the SIP
protocol by the phone. Use the default
value of 5060 unless the port expander
is behind a 3rd-party firewall and the
network requires a different value.
Yes
Yes
Handset
Network
Template
Select a Handset Network Profile
Template to download to the handset.
Yes
No
Network
Settings
Controls whether the handset will use
the selected Network Template or if it
should rely on the network settings
entered on the phone.
Yes
No
Time Zone
Specify the time zone for the handset to
compute the local time. Select Use
Current Server Setting if the telephone
is in the same time zone as the server.
For a remote phone, you may want to
use the time zone of its actual location.
Yes
No
Unannounced
Transfer Mode
Choose whether unannounced (Blind)
transfers are completed immediately
after the phone number for the recipient
is dialed or if the person initiating the
transfer must hang up to complete the
transfer. Choosing “Immediate” will
result in unannounced (blind) transfer
behavior that was standard in server
software releases 7.3 and lower.
Requiring hang-up permits the person
initiating the transfer to hold on the line
Yes
No
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and speak to the recipient (i.e. perform
an announced/attended transfer) before
hanging up to complete the transfer.
Applies to:
Checkbox Parameters
Allworx
Handsets
Allworx
Reach
Application
Audible Dialing*
Enables hearing DTMF sounds on the
handset or speaker when dialing the
phone. When audible dialing is
disabled, dialing operations are silent.
Yes
Yes
Auto On Hold*
Enable placing an active call on hold
when another call comes in (with a free
Call/Line Appearance PFK) when
pressing the PFK for the new call. This
avoids terminating the first call.
Yes
No
Auto Retrieve
Calls*
Enable automatic retrieval of a hold call
when the phone is on the hook by
retrieving the phone from the hook. If
disabled, the phone has an open line (if
available) when retrieved from the hook.
Yes
No
Call Supervision
Enable monitoring of the handset to by
another handset that has a Call
Supervision PFK.
Yes
No
Call Timer
Display*
Enables the phone LCD displays call
duration timers.
Yes
No
Caller ID Display
Enables the phone to display any caller
ID information during the call
Yes
No
Configuration
Menu
Enable the phone station operator to
access the station configuration menu.
This is useful for securing phones
located in common areas.
Yes
No
DTMF Playout
Enable sending DTMF digits during an
active call.
Yes
Yes
Intercom Auto
Answer*
Enable manually answering an
incoming intercom call, like a regular
phone call. Otherwise, intercom calls
automatically answer with a live
microphone after the alerting tone.
Yes
Yes
Keypad Dialing
Enable initiating or transferring a call via
the keypad. This does not prevent the
keypad from functioning during an
active call. It prevents the use of the
keypad to initiate any functions directly
with the Allworx server (for example:
dial number, Call Park, etc.).
Yes
No
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Line
Appearance(s)
Use Dial Plan
Enable dialing a phone number when
the phone does not display the selected
Line Appearance PFK, is not recorded
in the phone call history, and is not
available for redial. If the CO lines on
the system do not follow the North
American Numbering Plan (including if
the lines connects to another PBX), the
user may want this feature disabled.
The use of this feature requires the
server’s dial plan to be configured (see
Chapter 14, Dialing Rules and Service
Groups).
Yes
No
Off Hook Auto
Answer*
Enable answering any new call when it
goes off hook.
Yes
No
Off Hook
Ringing*
Enable the phone to ring if there is an
active, incoming call. However when
this checkbox is disabled, the phone
station will not ring if the user is already
on an active call. The appearance LED
indicators and the display operation are
not affected.
Yes
Yes
On Hook
Dialing*
Enables dialing a number on the
keypad without picking up the handset
or hitting the speaker phone button.
When the phone is on hook and a digit
is dialed on the keypad, the phone will
automatically go into speakerphone
mode.
Yes
No
Quick Transfer
Enable one-touch call transfers using
BLF and Speed Dial PFKs. If disabled,
pressing a BLF key during an existing
call will terminate the original call as
was standard in server software
releases 7.3 and lower.
Yes
No
SNMP
Enable using the SNMP agent on the
handset by network management tools.
Yes
No
Visual on Call*
Enables lighting the handset’s Visual
Ring Indicator when the handset is off
hook.
Yes
No
Visual Ringing*
Enable lighting the Visual Ring Indicator
when the phone has an incoming call. If
disabled, only audible ringing is heard, if
the feature is enabled.
Yes
No
* indicates that the setting can be overridden from within the on-handset configuration menus.
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11.4.1
Adding Handset Preference Group Options to Handset
Templates
A Handset Template is a combination of a Programmable Function Key (PFK) setup
and Handset Preference Group options. When a new phone is added, the “Active”
Handset Template for its model (9212, 9224, etc.) is automatically applied.
To incorporate a Handset Preference Group into a new Handset Template:
1.
Navigate to Phone System > Handsets > View of an existing handset. The
View Configuration page displays.
2.
Locate the Handset Preference Group, click the Modify link to choose a
Handset Preference Group from the drop-down menu, and click Update.
3.
Locate the Programmable Functions Keys section, click the Modify link to
configure the PFKs, and click Update.
4.
Click Save in the Template Options section, enter a new name in the
description field, and click OK. Refer to Handset Templates, on page 89 for
more information on creating and using Handset Templates. 0.
11.4.2
Assigning Handsets to Handset Preference Groups
Handsets can be assigned to Handset Preference Groups in several different ways.
When new handsets are added, they are automatically assigned to the Handset
Preference Group in the active Handset Template. Therefore, if the factory default
phone options are not appropriate for the site, save time by creating a custom Handset
Preference Group and incorporating it into a new Active phone template before adding
the site’s handsets.
When using the Bulk Edit controls on the Handsets page, assign multiple handsets to
Handset Preference Groups at once:
1.
Navigate to Phone Systems > Handsets. The Handset information page
displays.
2.
Go to the SIP Handsets section, and click the + next to Bulk Edit. The Bulk
Edit options display on the page.
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3.
Check the boxes for the handsets to be re-assigned.
4.
Select the desired Handset Preference Group from the drop-down menu.
5.
Click Assign, and then click Confirm to complete the assignment. 0.
To add Handsets manually to Handset Preference Groups:
Option 1:
1.
Navigate to Phone Systems > Handsets. The Handset information page
displays.
2.
Go to the SIP Handset section, select a handset and user, and click the View
Configuration link.
3.
Go to the Handset Preference Group and click the Modify link.
4.
Select a Handset Preference Group from the drop-down menu.
5.
Click Update. The settings page for the handset and user displays.
6.
Navigate to Phone Systems > Handsets to get back to the Handset
information page. 0.
Option 2:
1.
Navigate to Phone Systems > Handsets. The Handset information page
displays.
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2.
Go to the Handset Preference Groups section, select a a Handset Preference
Group, and click the View link. The page displays the specific Handset
Preference Group settings.
3.
Go to the Handset Assigned To Group and click the Modify link. The
assignment group page displays to view, add, or remove handsets from a
group.
4.
Select or deselect the user check boxes to add or remove the user from the
Handset Preference Group. When removing a handset, it automatically
moves to the server’s PBX Station or Key System Station default group.
5.
Click Update to save the changes. The settings page for the Handset
Preference Group displays.
6.
Navigate to Phone Systems > Handsets to get back to the Handset
information page. 0.
11.4.3
Deleting Handset Preference Groups
The default groups and groups with assigned handsets cannot be deleted. Verify there
are no handsets in the groups before deleting the group.
1.
Navigate to Phone Systems > Handsets. The Handset information page
displays.
2.
Go to the Handset Preference Groups section, and select a Handset
Preference Group.
a. If the Delete link is available, proceed to the next step.
b. If the Delete link is unavailable: .
3.
•
Click the View link, and go to the Handsets Assigned To Group section.
•
Click the Modify link, and deselect all the associated handsets.
•
Click the Update button, and restart this procedure.
Click the Delete link. This removes Handset Preference Group from the list of
options. 0.
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11.5 Programmable Function Keys (PFKs)
11.5.1
Configuring phone PFKs
To configure PFKs on a phone:
1.
Navigate to Phone Systems > Handsets and locate the handset that needs
configuration.
2.
Click the View Configuration link in the handset row. The Configuration
page displays for the specific handset.
3.
Go to the Programmable Function Keys section, and click the Modify link.
The Programmable Function Keys page displays. There is a numbered row in
the table corresponding to the individual PFK on the phone.
Note:
4.
For handsets with more than 12 PFK buttons or Tx Expander the user can assign
options to more than 1 column of PFKs . There are links for the Left/Right sets of
PFK buttons for the handsets and the Tx Expander.
Click the drop-down menu next to the key number, and select an available
option for each PFK.
Option
Description
ACD Appearance
Services calls in ACD queues. Users log in and out of ACD queues
with this PFK. When logged in, the user can receive and answer
calls from ACD queues.
Logged in agents can temporarily stop ACD calls from being routed
to them by pressing the PFK. The PFK will flash red when it is in this
state. Pressing the PFK again will permit calls to be routed to the
agent.
Busy Lamp Field (BLF)
Monitors and dials another phone. The other phone is specified
when setting up the BLF function. When the PFK is pressed, the
behavior of this function is dependent upon the Station Mode
selection.
When Station Mode is set to PBX Behavior, the extension of the
owner of the designated phone is dialed.
When Station Mode is set to Key System Behavior, an intercom
connection is made to the designated phone.
Note: The Station Mode is a selected under the Phone Options
page of each handset’s View Configuration page.
Call Appearance
Maps to one of the Call Appearances available on the phone. This
enables placing or receiving calls. Additionally:
•
Recalls that a phone can have multiple Call Appearances. This
enables each Call Appearance to be distinctly used in call
routing and for those calls to be managed independently and
concurrently on the same phone.
•
Mapping more than one PFK to the same Call Appearance
allows multiple calls to that Call Appearance to be active at the
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same time. The Call Appearance will not appear busy to the call
route until all the PFK’s defined for that Call Appearance are in
use. This is similar to call waiting except the PFK’s are used to
alert and select a new call.
Configuration Example: Busy Receptionist
Requirements: Susan works as a receptionist at a busy office. She
gets many phone calls each hour. She wants to be able to answer
each call while minimizing the possibility of any caller getting a busy
signal.
Phone Configuration: She has one Call Appearance defined on her
phone. She sets up 8 of her phone’s PFK’s to map to her phone’s
Call Appearance. (She wants to use the remaining PFK’s for other
functions).
Discussion: When the first phone call comes in, her phone will ring
and the first of the Call Appearance PFK’s will blink green. While
talking with the first caller, a second call comes in. Her phone rings
again and the second Call Appearance PFK blinks green. She puts
the first caller on hold by pressing the Hold button on her phone and
picks up the second caller by pressing the second Call Appearance
PFK. She continues to put callers on hold and answer new calls just
as described. She terminates calls by switching to another Call
Appearance PFK
Call Monitor
Map to one of the 10 Call Monitors in the system. A Call Monitor
allows live call answering of any outside line or call route that is
mapped through the associated Call Monitor. See Chapter 27, Call
Monitors, for more information.
Call Supervision
Enables supervisors to train agents by listening in on their calls. In
addition, supervisors can participate in calls by “barging in” and
speaking to both parties. See Chapter 24, Call Supervision, for more
information.
Emergency Alert
Receive audible and visual alerts whenever an emergency call is
made from any local or remote handset on the system. See Chapter
23, Emergency Support.
Function
Perform one of a specified set of functions:
•
Centrex Flash – Allows transferring external calls to external
numbers without tying up CO lines connected to your Allworx
server.
•
Headset – Turns the Headset (if one is plugged in) on and off. If
a headset is plugged in and the handset is off-hook, then this
button toggles the audio between the headset and the handset.
Note: If a Headset PFK is not defined, the phone’s speaker button
will be used to operate the headset.
•
Info – Get information regarding the other buttons on your
phone.
•
Park – Enables programming a PFK to perform the Park
operation with a press of a button. After defining a Park PFK, the
user can only use the Hold button for the dedicated hold function
and not the parking operation.
•
Personal Speed Dial – Dials a number programmed directly on
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the phone. The mapping of the Personal Speed Dial Numbers
defined in the handset to the PFK is as follows. The uppermost
Personal Speed Dial PFK is associated to the lowest Speed Dial
entry number on the handset.
•
Redial – Redials the last dialed number. Unless the Line
Appearance(s) Use of Dial Plan phone option is enabled, only
Call Appearance-dialed calls can be redialed.
Hot Desk
Enables users to log into shared phones, receive their calls on that
phone, and place calls with their caller ID. Users can initiate the login
using a Hot Desk PFK or by selecting the Hot Desk Login option
from the phone’s Config menu.
Use the Hot Desk PFK for logging into the phone that has the PFK.
The PFK is normally solid red but goes off when a user logs in.
Users can still log into phones that do not have the PFK using the
phones Config menu.
Note: The configured PFKs for phones do not change when a new
user logs in. The Hot Desk PFK and all other PFKs remain as
originally configured for the phone
Line Appearance
Monitors the status of an outside line, answers incoming calls on that
line, and selects the line for outbound calls. When setting up this
function for this PFK, the user specifies the line.
To enable outside lines available for selection:
•
Navigate to Phone System > Outside Lines and go to the
Analog (CO) Lines section.
•
Select the Analog (CO) Line, and click Modify.
•
Go to the Outside Line section, and check the Enable Line
Appearance check box.
• Click Update to return to the Outside Lines page.
Unique Allworx Functionality: Allworx has enhanced key-system
capabilities relative to SIP devices and Digital Lines. Any SIP proxy,
SIP gateway, or Digital Line (T1) bearer channel can be made
available as Line Appearance selections when they are enabled on
their respective configuration pages. Through this manner, the
Allworx system can present a common key system use model to all
external voice circuit facilities including VoIP trunks going to an ITSP
Messages
Automatically monitors the status of the designated user’s Message
Center voicemail inbox and when pressed, automatically accesses
the inbox. The PFK LED turns red when there is a new message in
the monitored inbox. Specify the user whose inbox is to be
monitored when setting up the PFK.
Not Used
No action. Select this choice to disable a previously defined PFK.
Parking Orbit
Assign to any of the first nine Parking Orbits. The PFK lights if a
parking call in orbit. Pressing the PFK retrieves the parked call in
that orbit. Do not use the Parking Orbit PFKs to pick up parked calls
in Parking Orbits beyond the first nine. Parking Orbit PFKs do not
function if the server is part of a Multi-site network and configured to
enable other sites to retrieve its parked calls. See Chapter 28,
Parking Orbits, for more information.
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Park Set Monitor
Enable a single PFK to monitor a configurable set of parking
orbits. The PFK lights if parking calls in any of the set of
orbits. Pressing the PFK displays a list of parked calls in the
orbit along with Caller ID and other information. Users can
retrieve one of the parked calls using the UP/DOWN arrow
keys and the SELECT button. For example, users can use a
single PFK to monitor all local park orbits and a single
indicator for any call placed in a parking orbit. This also
enables users to monitor the local parking orbits of a remote
server in a multi-site environment.
Push to Talk
Provide a one-way, walkie-talkie-like capability. The configured PFK
accesses a specific handset. The user can speak to the user of the
target handset by holding the PFK down and speaking. If the user of
the target handset wishes to respond, they must place a regular call
back to the originator.
Queue Alarm
Map to one of the 10 Call Queues in the system. It notifies the user
of the queue’s activity levels (number of calls in the queue and/or
longest wait time). It can be configured to include an audible alarm
with the queue’s status displayed on the phone’s LCD.
Queue Appearance
Map to one of the 10 Call Queues in the system. It automatically
monitors the status of a Call Queue and can be used to answer calls
that are in the queue.
Schedule
Display the Mode (Day or Night) of the configured Business
Schedule. The LED is off when in Day mode and solid red when in
Night mode. It can be configured to manually switch the current
Mode and Greeting of the Schedule. See Chapter 25 Business
Schedules for more information.
Shared Call
Appearance
Enables handling a set of one or more PFKs by the system as a
single appearance shared across multiple handsets. All handsets in
the Shared Appearance have common access to calls and call
operations within the group of handsets.
Choosing this PFK assigns consecutive PFKs, one for each Shared
Call Appearance line. If there are not enough consecutive PFKs
available, the PFK assignment fails and an error message displays.
If the Shared Call Appearance PFK assignment would overwrite
existing PFKs, the system displays an error message and enables
the Allworx Server Administrator to cancel the operation. Once a
Shared Call Appearance’s PFKs display consecutively on the PFK
configuration page, the Allworx Server Administrator can move the
assignments to different PFKs limited only by the constraints within
the particular handset model. This feature is unavailable on Allworx
9202E and Reach handsets.
Speed Dial
Automatically dials an extension. The Allworx Server Administrator
specifies the extension when setting up the Speed Dial function for
this PFK.
5.
Go to the next column and click the define link. The Programmable Function
Key window opens.
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The Emergency Alert and Hot Desk assignments do not have the define link.
There are no further options to choose.
The Schedule assignment has a change link. Use this link to update the
additional options associated with the Schedule PFK.
6.
Use the drop-down menus to update the selection, and click Done.
7.
Repeat for each PFK, as necessary.
8.
Click Update, the handset configuration screen displays.
9.
Go to Phone Systems > Handsets to return to the handset page. 0.
11.6 Enhanced PFK Administration
With the Allworx 9224 phone and Allworx Tx 92/24 Expander, it is possible to have up
to 96 PFKs on a single phone. Enhanced PFK Administration provides a System
Administrator with tools and flexibility in managing the PFKs of all Allworx phones.
11.6.1
Moving Up and Moving Down
On each handset’s View Configuration page, every PFK has a Move Up
and Move
Down
button. These buttons enable the Administrator to swap a PFK definition with
the PFK above (Move Up) or below (Move Down) the selected PFK.
11.6.2
PFK Insert and Delete
Delete
or Insert
buttons display next to each PFK. Clicking the delete icon
eliminates the PFK and shifts all PFK definitions below it up by one location. Because
of the shift, PFK definition #1 in each bank of 12 shifts “up” to the bottom (to position
number #12) of the bank to its left. The last PFK definition on the station becomes Not
Used (position #12 of the last bank). Clicking the insert icon next to a PFK shifts all
PFK definitions below it down by one position. Because of the shift, PFK definition #12
in each bank of PFKs shifts “down” to the top (to position number #1) of the bank to its
right. If the last PFK on the station (handset or Expander) was in use, its definition will
“drop off” the end of the list and will no longer be configured.
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11.7 Call Assistant Appearances
The Call Assistant Appearance requires installation of the Call Assistant software
application.
The Call Assistant Appearance settings extend the number of the features available in
Programmable Function Keys by creating virtual keys within the Call Assistant
software application. The additional virtual appearances are available only when the
Call Assistant application is connected to an Allworx IP phone. However, when
connected, this has the practical implication of having many additional PFKs, for these
features, beyond the physical keys available on the actual phone.
Call Assistant Appearances have the following PFK options:
•
Call Appearance
•
Queue Appearance
•
Line Appearance
•
Call Monitor
•
Shared Call Appearances
See the above section on PFK Function Selections for details on each of these
features. The handset will ring when any of these appearances ring. See the Call
Assistant Quick Reference Guide for further details. Enable the above feature by
check the appropriate field and modify the parameters, if needed.
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To modify the the Call Assistant Appearance configuration:
1.
Navigate to Phone System > Handsets and click the View Configuration link
on the specific handset.
2.
Go to the Call Assistant Appearances section, and select the Modify link.
This opens the Call Assistant Appearances configuration page. These
options work identically to the corresponding appearance types described
previously on physical PFK buttons.
3.
Click Update to update the changes.
4.
Navigate to Phone System > Handsets to return to the handset
configuration page. 0.
11.8 Handset Templates
Configuring many phones can be time consuming and error prone. To improve this,
the Allworx server provides templates that store a phone configuration. The system
provides a factory default template for each phone type. The System Administrator can
create customer-specific templates.
The list of available templates is in the Handset Configuration Templates section of the
Phone System > Handsets page.
11.8.1
Default Handset Templates
The current default template for each phone type lists as [ACTIVE] in the list of
Handset Configuration Templates. To make another template the default, click its
Activate link. The current active templates are used for configuring phones during plugn-play.
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11.8.2
Viewing a Handset Template’s Configuration
To view a template’s phone configuration, click the View link in the Action column in
the list of Handset Configuration Templates.
11.8.3
Creating a New Handset Template
New templates can be created from any phone’s configuration.
To create a new template:
1.
Navigate to Phone System > Handsets and click the View Configuration
link on the specific handset.
2.
Change the configuration according to the requirements for the new template.
The template includes the PFK setup and the Handset Preference Group
from the phone.
3.
Click Save in the Template Options section, and enter a new description in
the pop-up window. Click OK. This saves the template, and it is available in
the list of Handset Configuration Templates for the specific handset.
4.
Navigate to Phone System > Handsets to return to the handset
configuration page. 0.
11.8.4
Applying a Handset Template
To configure a template to multiple phones:
1.
Navigate to Phone System > Handsets, and go to the SIP Handsets
section.
2.
Select + by Bulk Edit to assign multiple handsets to the Handset Preference
Group at once. The Bulk Edit options are available.
3.
Check the box in the left column for the phones to be changed.
4.
Select the desired Handset Template in the template drop-down list.
5.
Click Apply. Reboot the phones for the changes to take effect. The phones
are now configured with the PFK setup and Handset Preference Group
defined in the template. 0.
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To configure a template to single phone:
1.
Navigate to Phone System > Handsets, and go to the SIP Handsets
section.
2.
Go to the line for the specific phone and click the View Configuration link.
3.
Go to the Template Options section, and select the desired template in the
drop-down list.
4.
Click Apply. Reboot the phone for the changes to take effect. This updates
the phone configuration with the PFK setup and Handset Preference Group
defined in the template. 0.
11.8.5
Deleting a Handset Template
Note:
The system does not enable deleting the factory-provided templates.
To delete a custom template:
1.
Navigate to Phone System > Handsets.
2.
Go to the Handset Configuration Templates section and click the Delete link.
0.
11.8.6
Modifying a Handset Template
The Allworx Server Administrator can save, apply, and delete Handset templates but
not directly modify the Handset templates.
To modify a handset template:
1.
Navigate to Phone System > Handsets, and go to the Handset
Configuration Templates section.
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2.
Locate the template you want to modify, and click Delete.
3.
Go to the SIP Handsets section, and locate the template needing
modification. Click View Configuration.
4.
Update the configuration.
5.
Click the Save button in the Template Options section, and enter a new
description in the pop-up window. Click OK. This saves the template, and it is
available in the list of Handset Configuration Templates for the specific
handset.
6.
Navigate to Phone System > Handsets to return to the handset
configuration page. 0.
11.9 Phone Web Administration
Access each handset through a web interface:
•
View stored configuration information of the handset
•
Modify the handset’s configuration and personal speed dials
•
View information (event log, call history, phone configuration parameters)
The Phone Admin page has the same look and feel as the server Admin page.
However, the password used to access the phone admin page is NOT the same.
NOTE:
Users receive an error message when trying to use Allworx as the password. The
system does not acknowledge the password - Allworx, choose another password.
To view the Phone Admin page password:
1.
Navigate to Servers > VoIP page.
2.
Click the show link next to the password. Click the Modify link to change the
password. 0.
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There are two ways to access the administration page of an Allworx handset.
•
From the Server Admin page, navigate to the Phone System > Handsets page
and then click the handset IP address link.
•
From a browser, enter the IP address of the handset. Find the IP address using
the handset soft keys: CONFIG > Current Status > Info.
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12 Shared Call Appearance
The Shared Call Appearance enables the sharing of a set of one or more PFKs across
multiple handsets. All handsets in a Shared Appearance have common access to calls
within the group of handsets. For example, an incoming call can ring on all handsets
with the appearance, one user can answer and place the call on hold, and then
another user can retrieve the call.
There are two use cases for shared call appearances:
•
Call Group – Users with similar business needs or tasks assigned to a group
can answer any calls to the group’s shared appearance. A handset can place the
call on hold and another handset can retrieve the call.
•
Executive/Assistant Arrangement – An appearance exists on the handsets of
both an executive and assistant. The assistant may answer the calls to the
executive and place them on hold for the executive to pick up. The assistant
always sees the state of all calls on the executive’s handset.
Note:
9202E and Reach handsets do not support the use of Shared Call Appearances.
Shared Call Appearances support three distinct types of hold behavior:
•
Shared Hold, any handset using the Shared Call Appearance can retrieve the
call on hold.
•
Privacy Hold, only the handset that placed the call on hold can retrieve the call.
•
Bridged Hold, the handset that placed the call on hold and one other handset
that has the same Shared Call Appearance can retrieve the call. Users initiate a
Bridged Hold by placing an Intercom call to the second party while the original
call is still active.
12.1 Configuring Shared Call Appearances
After creating the Shared Call Appearance, each has all the attributes assigned to a
normal Call Appearance (Caller ID, hold music, etc.) Outbound Caller ID is common
for all outbound calls on a given Shared Call Appearance. If deleting a Shared Call
Appearance, the server removes it from all handsets.
To create a Shared Call Appearance:
1.
Navigate to Phone System > Shared Appearances.
2.
Click the add new shared call appearance link. The Shared Call
Appearances dialog box displays.
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3.
Update the Description field, and then update the Number of Lines field. The
Number of Lines field is the number of PFKS that are assigned to the
handsets.
4.
Click Add to save the new Shared Appearance. 0.
To Modify Shared Call Appearances:
1.
Navigate to Phone System > Shared Appearances.
2.
Locate the Shared Call Appearance description in the table and click the
Modify link. The Shared Call Appearances dialog box displays.
3.
Update the Description field, and then update the Number of lines field (this is
number of PFKs)
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Note:
4.
The Number of Lines is not available for change as this would affect the number of
PFKs on all phones, rendering some phones unable to support the Shared Call
Appearance feature.
Click Update to save changes. 0.
To see associated handsets:
1.
Navigate to Phone System > Shared Appearance.
2.
Locate the Shared Call Appearances description, and click the associated
Show Handsets link.
3.
Click the Close button when complete. 0.
To delete a Shared Call Appearance:
1.
Navigate to Phone System > Shared Appearance.
2.
Locate the Shared Call Appearances description in the table and click the
Delete link. A confirmation box displays.
3.
Click OK to delete the Shared Call Appearance. The system automatically
deletes the SCA’s PFKs from all handsets that shared it. Reboot all affected
phones to remove the PFKs. 0.
12.2 Shared Call Appearance Programmable Function Keys
(PFKs)
To access the Shared Call Appearance PFK:
1.
Navigate to Phone System > Handsets. The handset information page
displays.
2.
Click View configuration. Go to the Handset Preference Groups section,
and select a Handset Preference Group.
3.
Select the Shared Call Appearance type in the drop-down list. 0.
When assigning a Shared Call Appearance PFK to a handset, the system
assigns consecutive PFKs, one for each Shared Call Appearance line. If
there are not enough consecutive PFKs available, the PFK assignment fails
and an error message displays. If the Shared Call Appearance PFK
assignment would overwrite existing PFKs, the system displays an error
message and enables the Allworx Server Administrator to cancel the
operation.
After the system allocates consecutive PFKs for all the lines in the Shared
Appearance, the Allworx Server Administrator canmove the lines to other
PFKs, limited only by the constraints within the particular handset model.
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For more information on configuring PFKs, go to Programmable Function Keys (PFKs)
on page 83.
If replacing a phone that is using a Shared Call Appearance, the replacement phone
automatically shares the Shared Call Appearance - if the new handset has enough
PFKs available to accommodate all Shared Call Appearance lines. If the new handset
does not have enough PFKs available, the system notifies the user, and the handset
replacement completes without adding the Shared Call Appearance to the new
handset.
12.3 Call Routes
Each defined Shared Call Appearance is selectable as a destination in any extension
call route.
For more information on setting up extension call routes, see Chapter 18.2 Basic
Routing. In multi-site networks, Allworx Server Administrators can map defined Shared
Call Appearances on one site to other sites to use as destinations in the other sites’
call routes.
12.4 Phone LED Indicators
LED Color
State
Description
Off
Idle
No calls on the Shared Call Appearance line. Users can seize
the line.
Solid Green
In Use
locally
The handset “owns” the Shared Call Appearance line. No other
users can access the line.
Fast Flashing
Green
Ringing
An inbound call to the Shared Call Appearance is ringing. All
handsets indicate ringing on the same Shared Call Appearance
line.
Slow Flashing
Green
On-hold
Active call is on Shared Hold. Any Shared Call Appearance
participant can retrieve the call.
Slow Alternating Privacy
Green and Red Hold
Solid Red
In Use
remotely
Active call is on Private Hold. Only the Shared Call Appearance
participant that placed the call on hold can retrieve the Shared
Call Appearance call.
The Shared Call Appearance line is in-use by a handset. Press
the INFO soft key, and the PFK displays who own the Shared
Call Appearance line.
12.5 Outbound Call
To seize a line locally for outbound calls, the user presses an idle Shared Call
Appearance PFK and the PFK LED changes to solid green. The user hears a dial
tone, and then the user can make an outbound call. The PFK for that line is solid red
and unavailable on all other handsets that share the Shared Call Appearance.
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12.6 Inbound Calls
A ringing inbound call on a Shared Call Appearance causes the PFK to flash fast
green on all handsets sharing the Shared Call Appearance. The user of any phone
with that Shared Call Appearance can answer the inbound call.
12.7 Ringing Call Pickup
Handsets that do not share the Shared Call Appearance can pick up ringing calls on a
Shared Call Appearance line using the call pickup prefix (default: 7 + extension). Once
another call appearance picks up a call, the call is no longer on that Shared Call
Appearance and the Shared Call Appearance line returns to its idle state.
If a phone not in the Shared Call Appearance group picks up a call, that call is no
longer a part of that Shared Call Appearance. For example, if a non- Shared Call
Appearance phone picks up the call and places it on hold, it is a “normal” hold and not
one of the Shared Call Appearance hold types.
12.8 Do Not Disturb (DND)
Individual users of phones that are using a Shared Call Appearance can avoid having
their handset ring Shared Call Appearance calls to their phone using the DND button.
When a phone is in DND mode and a Shared Call Appearance call rings in, it is
possible to answer the call on a handset that is sharing the Shared Call Appearance as long as the call is ringing.
12.9 Silence
Silence incoming calls on a Shared Call Appearance using the Silence soft key on
individual phones. The call continues to ring on all other handsets sharing the Shared
Call Appearance. Answer silenced calls on any handset that is sharing the Shared Call
Appearance.
12.10 Ignore
Ignore incoming calls to a Shared Call Appearance using the Ignore soft key on
individual phones. The call shall continue to ring on all other handsets that are sharing
the Shared Call Appearance. Answer ignored calls on any handset that is sharing the
Shared Call Appearance.
12.11 Active Calls
An answered, active inbound call on an Shared Call Appearance line (or connecting an
outbound call), renders the line unavailable to all other phones using the Shared Call.
While there is an active call on a Shared Call Appearance, other users of the Shared
Call Appearance can view the Caller ID information of each party by pressing the
phone INFO button, and then pressing the red PFK of the in use Shared Call
Appearance line.
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12.12 Shared Hold
To place the active Shared Call Appearance phone call on hold, press the HOLD key.
The LED flashes green slowly on all phones that share the Shared Call Appearance;
this includes the phone used to place the call on hold. Any handset that shares the
Shared Call Appearance can resume the call. If no one picks up the held call, the
handset that placed the call on hold receives a notification per their individual HOLD
reminder settings.
12.13 Privacy Hold
A call on Privacy Hold is only retrievable by the handset that places the call on hold.
To place the call on “privacy” hold, press the HOLD button twice quickly. The handset
that places the call on privacy hold has a slow, alternating green and red LED. All
other phones that are a part of the Shared Call Appearance have a solid red LED for
the privately held Shared Call Appearance line. If the user does not pick up the held
call, the phone receives a notification per the phone’s HOLD reminder settings.
Note:
The Shared Call Appearance Private Hold and Attended Transfer of
Shared Call Appearance calls are not available in the Call Assistant or the
TSP driver.
12.14 Bridged Hold
To place a Shared Call Appearance call on hold so that it is retrievable by a second
designated handset that is a part of the Shared Call Appearance, place an intercom
call to the handset with the same Shared Call Appearance. This bridges the hold to the
second handset automatically, and enables the second handset to resume the held
call by selecting the flashing Shared Call Appearance PFK. If neither party resumes
the held call, the handset that placed the call on hold receives a notification per the
individual HOLD reminder settings.
12.15 Park
If a user parks a Shared Call Appearance call and the Park timeout setting for the
system is set to ring back to the handset that parked the call, the parked call shall ring
back to only the handset that parked it. It will not ring all handsets in the Shared Call
Appearance. The Shared Call Appearance PFK light goes out and the call is no longer
on the Shared Call Appearance.
12.16 Displaying Shared Call Appearance PFK Configuration
Details
The phone Info button identifies Shared Call Appearance PFKs as a Shared Call
Appearance. If there are no active calls, the Info button displays the Shared Call
Appearance name and the number of lines. If there is call on the Shared Call
Appearance, the Info button displays the name of the owner of the call, the
extension/number they are on call with, and the number’s caller id.
NOTE:
Using the Call Forwarding option on a phone does not forward Shared Call
Appearance calls.
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13 Outside Lines
Allworx servers support placing and receiving calls over the following line types:
Line Type
6x/12
6x
24x
48x
POTS/CO
X
X
X
X
SIP Proxies
X
X
X
X
Allworx Px Expanders
X
X
X
SIP Gateways
X
X
X
T1/PRI
X
X
T1/CAS - T1/RBS
X
X
NFAS
X
13.1 Configuring CO Lines
1.
Navigate to Phone System > Outside Lines. Go to the Analog (CO) Lines
section.
2.
Locate the Analog (CO) Line in the table, and click the corresponding Modify
link. The New FXO Line dialog box displays.
3.
Update the appropriate analog (CO) line options.
Outside Line
Description
Description
DNIS display on phones that receive calls on this line.
Enable Line Appearance
Enables configuring the handsets with Line
Appearance PFKs for this line.
Default Language
Enables selecting a language for systems configured
with multiple languages to use with Auto Attendant
and/or Queue prompts for inbound callers.
Line has Caller ID Service
Enables displaying the Caller ID information.
Enable Echo Cancellation
Only disable at the request of Allworx Technical
Support.
Optimize for short loops
Check for FXD/IADs less than 500 feet away, not
typically selected.
Prefix Digits
Enter automatically dialed digits on the line prior to
dialed digits by handsets placing outbound calls on
this line.
CPC Disconnect timer
Default 350 milliseconds
Pre-dial delay
Typical 500 milliseconds
DTMF Duration
Typical 100 milliseconds
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4.
DTMF Gap
Typical 100 milliseconds
Select the attendant used
to answer when calls
received from this source
are routed to an Auto
Attendant.
Select the option from the drop-down list of options.
Calls received from this
CO line go to:
•
Extension
•
Auto Attendant
•
Voicemail for user
Click the Update button to save changes. 0.
13.2 Fax Server Support
Allworx Systems provide the ability to send control information in the form of DTMF
digits to devices connected to the servers FXS ports. An extension phone number
and/or the dialed number (DNIS) along with using arbitrary DTMF characters to control
the following devices:
•
Analog FAX servers (e.g. Multi-Tech FaxFinder)
•
External paging amplifiers
•
External voicemail servers
The digits will be sent immediately after the device answers and before any audio from
the calling source is available.
To add the device and configure which DTMF digits will be sent:
1.
Navigate to Phone System > Handsets page. Select the New Analog
Handset link for the port.
2.
Add a description of the device.
3.
Click Add. The New Analog Handset displays in the Analog Handsets
section.
4.
Select the Modify link for the device.
5.
Go to the Handset Features section, and enter the DTMF digits to send into
the Auto Answer DTMF String text box. These digits will be sent to the FXS
device as soon as it answers the call. The following characters can be used:
DTMF digits:
•
0–9
•
A–D
•
*
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•
#
Timing controls:
•
P generates a one second pause
•
+ increases the duration and gap of all DTMF tones by 50ms
•
- decreases the duration and gap of all DTMF tones by 50ms
Variables:
6.
•
$xN sends the last N digits (0 for all digits) of the dialed extension
•
$nN sends the last N digits (0 for all digits) of the DNIS number
For the device to receive incoming calls, an outside line must be routed to the
port to which the device is attached. To route an outside line to the device: 0.
Create an extension that rings the port of the device.
Route an outside line to the extension. 0.
Note:
For specific device setup instructions for the Multi-Tech FaxFinder, please refer to
the application notes, located on the Allworx Partner Portal at
http://www.allworxportal.com.
13.3 SIP Proxies and SIP Gateways
The Allworx servers support connectivity to external SIP-compliant devices such as
Internet Telephony Service Provider (ITSP) servers and SIP gateways. The Allworx
products interface with four different types of SIP devices based on how they interact
with the Allworx system. SIP Gateways are not supported on 6x12 servers.
SIP Device
Description
SIP Proxy
Refers to a SIP Trunk, an external SIP service for routing calls. The SIP
Proxy is accessed through the Internet or through the wide area network
(WAN). To connect to a SIP proxy (or ITSP), it must be configured on the
Allworx server. Application notes for configuring Allworx servers with
approved ITSPs are available on the Allworx Partner Portal
www.allworxportal.com.
SIP Gateway
An SIP-compatible device that extends the connectivity of the Allworx PBX.
Examples are FXO, FXS or T1 expander gateways. Typically, SIP
Gateways connect to the Allworx server via an Ethernet interface directly
to the Allworx server LAN.
Remote Allworx
Servers (MultiSite)
An Allworx server at another site configured to behave as if it is part of the
local system. The Allworx Server Administrator can configure the remote
Allworx server to provide outside line services for the local server. See the
Allworx Advanced Multi-site Setup Guide for information on configuring
these services. The guide is available on the Allworx Partner Portal
(www.allworxportal.com).
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SIP Gateways and SIP Proxies are different but are configured in a very similar
manner. Both types of devices are added to the system through the Phone System >
Outside Lines page.
13.3.1
Configuration
SIP Proxies and SIP Gateways have configuration settings that are specific to using
the ITSP or device. Refer to Allworx Server behind a 3rd-Party NAT Firewall on page
33 for additional information.
To configure a new SIP Gateway or SIP Proxy:
1.
Navigate to Phone System > Outside Lines page.
2.
Go to the appropriate section and click the link.
a. SIP Gateways section: Click the add new SIP Gateway link. This opens
the SIP Gateway dialog box to configure the parameters specifically for
the ITSP service in use.
b. SIP Proxies section: Click the add new SIP Proxy link. This opens the
SIP Proxy dialog box to configure the parameters specifically for the ITSP
service in use. .
3.
Update the parameters (see table below), and click Add.
4.
Navigate to Phone System > Outside Lines to return to the Outside Lines
page. 0.
13.3.2
SIP Proxy and SIP Gateway Setting Details
Account Setting
Description
Description
Assign a name to the SIP Proxy. It can be the ITSP name or
any name that is useful to the System Administrator.
User ID
The ITSP typically assigns this value. This ID is often the
phone number for the account.
SIP Server
The DNS name or IP address of the proxy server you are
connecting provided by the ITSP. The port number is usually
5060 but verify with the ITSP.
Outbound Proxy
DNS name or IP address of the outbound redirect server, if it
differs from the SIP Server. In many cases, this is not required.
SIP Registration Required
Use if your SIP proxy server requires a SIP registration. The
ITSP assigns the Login ID and Password. If the ITSP uses a
registrar server that is different from the SIP proxy server,
enter the DNS name or IP address of this server in the
Registrar name field.
Caller ID Name
Name used for outbound calls. Some ITSPs may ignore this or
refuse calls if set.
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Caller ID Number
Number used for outbound calls. Some ITSPs may ignore this
or refuse calls if set.
Maximum Active Calls
The Allworx server uses this number to limit the total number
of the incoming and outgoing active calls with this SIP Proxy.
This is useful for controlling the network bandwidth used, since
Allworx assumes that the SIP proxy is not a LAN local service.
Number of Line Appearances
Defines the number of Line Appearances you would like
defined for this Proxy so that Allworx will create a virtual set of
phone lines that mimic real physical analog phone lines on this
service. This is unique to Allworx and enables using ITSP
services in a conventional key system manner. Typically, this
number matches the maximum number of active calls limit set
above, but it can be less.
Note: Set a value of zero if Line Appearance functionality is
not required.
Append Enterprise Prefix to
Dialback number of incoming
calls.
Adds the enterprise dial plan digits (8 by default, *8 for
extension mode) to the beginning of the caller's extension of
an inbound call from a proxy server. This enables automatic
dial back (e.g., selecting a call from the phone's "Calls" list to
contact the original caller) to function properly when the proxy
server requires enterprise dialing for outbound calls.
Send Digits as Dialed
Indicate sending outbound numbers exactly as dialed on the
handset placing the call. In most cases, you want the number
converted into NANPA dialing form, so this box is not typically
checked. However, in some cases, the service provider or
proxy may be doing the conversion automatically so you may
want to defeat the Allworx server’s conversion mechanism.
Digits Sent
Number of dialed DTMF digits sent to the ITSP when making a
call. If the number specified here is fewer than the number of
digits dialed by the user, only the trailing digits are sent. The
default value (all digits) is typical.
Default Language (requires
the Dual Language Support
feature key)
The choice of languages that will be used for Allworx audio
messages and greetings that are played for inbound calls
through the SIP Proxy.
Default Auto Attendant
Select the auto-attendant that should be used when inbound
calls from this Proxy are routed to an Auto Attendant.
Proxy is an Enterprise Server
An advanced feature that enables interfacing to external SIP
proxy services that actually have dial plan knowledge of your
local site. In most cases, this feature is not used. See
Enterprise Dialing Feature on page 108, for more information.
Call Routing
Determines how calls received from this proxy are routed
inbound to the Allworx server. This is identical to the manner
how all outside lines are configured including analog phone
lines and digital lines.
Advanced Settings*
PAD DTMF RTP packets
Typically, smaller than 64 bytes. Some switches and routers
discard any UDP packets shorter than 64 bytes. When
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checking this box the Allworx system pads the DTMF packet. It
expands the RTP header to make the packet at least 64 bytes
long. Typically, this checkbox is not checked.
Enable Early Media
Some service providers send audio before answering an
outbound call (using 183 Session Progress in SIP). Use this to
relay announcements (e.g. "Your call can not be completed as
dialed”) or remote ring back tones. When checking this box,
the Allworx system presents the audio to the caller when
received. When Unchecking this box, the Allworx system
ignores the early audio and generates a ring back tone
internally. Typically, this checkbox is checked.
Supports Symmetric
Response Routing
Some service providers assist the remote end in NAT traversal
by supporting RFC 3581 Symmetric Response Routing. When
this checkbox is checked, a remote handset behind a NAT
firewall will assume the service provider can correctly detect
the audio port to send traffic to. When this checkbox is not
checked, the handset needs to be port-forwarded through the
NAT firewall, or must use the Allworx for proxying of audio
traffic (see Servers > VoIP Server). Typically this checkbox is
not checked.
Use SIP Diversion for
deflected calls
Some service providers support the SIP "Diversion" header
(draft-levy-diversion-08.txt) to identify the proxy account when
transferring or deflecting calls that include Calling Party
information.
Supports SIP REFER
This selects the method of transferring calls between multiple
remote end-points through the service provider. When
checking this checkbox, the system sends the SIP REFER to
the service provider to enable them to connect the two endpoints within their network without intervention by the Allworx.
When this checkbox is not checked, the Allworx will act as a
proxy between the two remote ends of the calls. Typically, this
checkbox is checked.
Supports SIP Redirect
This selects the method of redirecting inbound calls that are
forwarded back to the service provider without being answered
(e.g., all calls are forwarded to a cell phone). If checking this
box, the system sends a SIP 300 redirect message. If this
Unchecking this box, the Allworx system negotiates the call
setup for the service provider. Typically, this checkbox is not
checked.
Use E.164 format for phone
numbers
Enabling this feature causes rewriting of phone numbers into
the international E.164 format (e.g. 800-555-1212 becomes
+18005551212). Typically, this is unchecked unless required
by the ITSP.
Offer ‘100rel’ support
Indicate the Allworx supports 'reliability of provisional
responses (RFC 3262)'. Typically, this checkbox is checked.
Obtain DID/DNIS number
from [source]
For inbound calls, where the server gets the DID and DNIS
information. Typically, this is set to [SIP To: header field].
Use [source] in Request URI
of outbound calls
This defines the username parameter of the SIP Request
Uniform Resource Identifier (URI) for outbound calls to the
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service provider. Most service providers expect to have the
requested number or ID [dialed number] in this field, but some
require the registered account information [address of record].
Typically this is set to [dialed number]
* These settings are specific to the ITSP. For instructions on configuring them for Allworx
partner ITSPs, download the ITSP Application Notes from www.allworxportal.com.
VoIP Settings*
Force Remote Phone audio
through server
A NAT traversal aid for remote phones that are calling other
internet devices (ITSPs, other remote phones). This setting
only applies to:
•
WAN-to-WAN calls,
•
Remote phones that are behind a NAT/Firewall, and
•
Remote phones that use RFC 3581 "Symmetric Response
Routing (rport)" for NAT traversal.
Note: your ITSP may require enabling this feature.
When enabled:
•
the server will proxy the RTP packets for the end-points in
the call,
• twice the bandwidth is used per call.
When disabled:
RTP DTMF Payload
•
the server is not involved in the RTP of the call,
•
no bandwidth is used in the WAN-to-WAN calls, and
•
remote phones need to be port-forwarded through any
NAT/Firewalls to use internet VoIP services
Used in the SIP INVITE messages when calls are placed. The
typical value is 96. Some ITSPs require other values (e.g.
101). An incorrect setting of this parameter will result in
outbound calls not being able to navigate external Auto
Attendants. If SIP trunks from two different ITSPs are on the
same system and the ITSPs require different values, then the
value should be set per the ITSP requirements for the SIP
trunk used most for outbound calls. The other SIP trunk will
experience the Auto Attendant problem. Also, it may not be
possible to transfer calls between the trunks
*In addition to the settings on the SIP Proxy page, there are settings on the VoIP server page
(Servers > VoIP) that must be checked.
Many parameters associated with SIP Gateways are the same as their counterpart under SIP
proxies. The 6x12 servers do not support SIP Gateways.
Gateway uses SIP
Registration
If the gateway supports registration, choose this option. Assign
an arbitrary Login ID and Password for the gateway to use to
register with Allworx. This is the desired configuration to use
especially if the gateway uses DHCP to obtain its IP address
so that the Allworx always knows how to contact the gateway
for outbound calls
Gateway uses Static IP
Address
Used when the gateway does not support registration or when
you do not wish to authenticate the gateway. Contacting the
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gateway through this mechanism requires the gateway to have
a static IP address. The system does not enable DNS names
for security reasons.
Prefix String
13.3.3
Define DTMF digits prepended to the dialed number string
when placing outbound calls through the gateway (e.g. ‘9’ for
dialing through another SIP PBX).
Enterprise Dialing Feature
The Enterprise Dialing feature enables a third party SIP server to be the central hub for
calls between multiple sites that have Allworx servers. This provides a centralized
phone book and administrative service for the entire VoIP network.
13.3.4
Allworx Enterprise Client
Each Allworx server can be configured as an enterprise client and direct inter-office
calls to the central hub. An SIP Proxy is created for the central hub with the call routing
set to Proxy is an enterprise server. The Enterprise Dialing rule (Phone System > Dial
Plan page) is set to a service group that contains just the SIP Proxy entry for the
central hub server. The number of digits to collect/send is set to cover the entire
enterprise.
The Allworx dial plan uses an ‘8’ prefix† to indicate that the dialed number is to be
forwarded to the Enterprise Server. For example, dialing 81234 will send a SIP INVITE
with a URI of <sip:1234@centralHubServer> to the Enterprise Server.
13.3.5
Central Hub / Enterprise Server
The central hub is a SIP proxy server that accepts incoming INVITEs from the Allworx
servers, determines the final destination for the request, and forwards the request to
the destination Allworx. It maintains an active list of Enterprise extensions and their
mappings to extensions at each site. For example, an enterprise with 4-digit dialing
might have the following information in its databases.
Site Account
Name
Account
Password
Current address
Site Description
allworx1
******
66.64.219.38:5060
New York City office
allworx2
*********
64.129.42.33:5060
Atlanta office
allworx3
*****
129.116.21.193:5060
San Diego office
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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The current address is the IP Address and SIP Protocol port of the Allworx server. This
can be static or updated through periodic SIP Registration. Configure the Enterprise
extensions as follows (using 3-digit extensions):
Enterprise
Extension†
User
User
Extension†
Site
1234
John Doe
108
allworx1
1452
Larry Tate
111
allworx1
4689
Fred Jones
108
allworx2
5999
Jane Smith
177
allworx3
For example, John Doe in New York City dials 84689† to reach Fred Jones. The SIP
INVITE is sent to the central hub with a URI of <sip:4689@centralHubAddress>. The
Central Hub validates the sender’s credentials and looks up 4689 in its databases. It
composes an INVITE with a URI of <sip:108@64.129.42.33:5060> and sends it to
allworx2. Fred Jones answers the phone and the call is established.
Shortly after, John Doe dials 81452† to reach Larry Tate. The SIP INVITE is sent to
the central hub with a URI of <sip:1452@centralHubAddress>. The Central Hub
validates the sender’s credentials and looks up 1452 in its databases. The recipient is
on the same server as the sender (allworx1), so the hub responds with a 300 Redirect
with a Contact header URI of <sip:111@66.64.219.38:5060>. The Allworx server
(allworx1) then initiates a call to extension 111. Larry Tate answers the phone and the
call is established.
To set up Enterprise Dialing:
1.
Navigate to the Phone System > Outside Lines page.
2.
Either add new SIP Proxy or, if it already exists, click the Modify link the SIP
Proxy that is the target for the Central Hub.
3.
Check Proxy is an Enterprise Server under Call Route to indicate the SIP
Server is an Enterprise central server.
4.
Click the Update button to save settings. 0.
Note:
The steps for configuring and maintaining the SIP centralized server are well
beyond the scope of this document. If you wish to deploy such an arrangement
across sites, it will require detailed knowledge about use and administration of SIP
proxy servers. Contact Allworx customer support for an application note with
additional helpful administration.
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13.3.6
Limitations with SIP Outside Lines
The following calling features are not available when using SIP trunks or SIP
Gateways:
•
Consultation and call transfer (using *# or *7) by recipients of Follow-MeAnywhere call routes.
•
Disconnection (hang up) of calls (using *#) when accessing outside lines through
the Message Center.
However, these features ARE available when one of the parties in the call is using an
Allworx phone or port expander.
13.4 Digital Lines
Allworx refers to the integrated T1 interfaces on Allworx 24x and 48x servers as Digital
Lines. The Allworx 24x and 48x servers have two T1 Digital Line interfaces that are
accessed through the connectors labeled T1-A and T1-B. There are differences in T1
port functionality between the 24x and 48x servers.
13.4.1
Allworx 24x
The T1-A interface can operate as a Primary Rate ISDN line and/or as a T1 data line
for connectivity to another site or to an Internet Service Provider. That is, the T1-A
interface supports both circuit switched voice calls and TCP/IP data. The T1-A
interface also supports Robbed Bit Signaling (RBS) operation. The T1-B interface is
dedicated for use as a data connection. Use the data connection for connectivity to
another remote site on a dedicated T1 line or for connectivity to a service provider for
Internet access.
13.4.2
Allworx 48x
One or both of the T1 interfaces can operate as Primary Rate ISDN lines, Robbed Bit
Signaling (RBS) lines and/or as T1 data lines for connectivity to another site or to an
Internet Service Provider. That is, the interfaces support both circuit switched voice
calls and TCP/IP data. Use the data connection for connectivity to another remote site
on a dedicated T1 line or for connectivity to a service provider for Internet access.
13.4.3
PRI Support
The Allworx server supports Primary Rate ISDN using the National Standard ISDN
format (NI-2), Lucent Custom 4ESS, Lucent Custom 5ESS, and Nortel DMS-100
switch types. Always configure the Allworx server ISDN interface as the user side
equipment with the intention of hooking to the service provider’s Central Office (CO)
network side equipment. The Allworx server interfaces have a fully integrated
CSU/DSU and are typically intended for direct short haul connection to the service
provider’s smart jack. Consult the product installation instructions for further
information.
Note:
When using PRI operation it is important to define exactly one PRI D channel for
the Digital Line and a minimum of one PRI B channel. The configuration must
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match the provisioning defined by the Central Office with a typical configuration
having 23 B channels on slots 1 through 23 and one D channel on slot 24.
13.4.4
NFAS Support
Non-Facility Associated Signaling (NFAS) is a PRI where multiple T1 lines share the
same D channel. The Allworx server supports NFAS using the National Standard
ISDN, Lucent Custom 4ESS, Lucent Custom 5ESS, Nortel DMS-100 switch types.
Note:
The configuration must match the provisioning defined by the Central Office. A
typical configuration has 23 B channels on slots 1 through 23 and one D channel
on slot 24 of the primary T1 line, plus 24 B channels on slots 1 through 24 of the
secondary T1 line. To configure NFAS on the Allworx system, connect the NFAS
line with the D channel to the T1-A port.
13.4.5
Robbed Bit Signaling (RBS) or Channel Associated
Signaling (CAS) Support
The Allworx server supports classical T1 Robbed Bit Signaling (RBS) trunk lines on a
time slot by time slot basis. Sometimes this functionality is referred to as T1 Channel
Associated Signaling (CAS). The following modes are supported:
•
FXO Loop-Start
•
FXO Ground-Start
•
E&M Wink Start
•
E&M Feature Group B
•
E&M Immediate Start
For the above selections, operational use is the same as the corresponding analog
interface types. The precise signaling protocols for each interface are implemented in
conformance with the procedures documented in EIA/TIA-464C. Inbound Caller-ID is
supported on the FXO modes, if the CO supports it and the check box is enabled on
the Outside Lines > Digital Lines > Modify page.
For primary CO line connectivity, the FXO Ground-Start slot choice is typically
preferred to minimize the possibility for glare conditions, especially when call volume is
high. Furthermore, Allworx does not guarantee that the network provides an explicit
disconnect signal in FXO Loop-Start mode. Normally, the user would terminate a call
by hanging up the phone. However, if a call is under the supervision of the autoattendant, the lack of a terminating signal can cause a call to remain live for an
extended period of time (tens of seconds) after the call should be dead. Some FXO
lines support a supplemental feature known as line-side answer supervision where the
network provides an explicit signal acknowledging that the far end has picked up
during an outbound call. Because not all network equipment can produce this state,
calls cannot rely upon it and ignores the state.
Neither of the FXO modes supports Direct Inward Dialing (DID). However, the E&M
modes do support DID, and are required if DID operation is desired. The other
advantage of the E&M modes is that both of them are symmetrical protocols and can
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be used to connect two PBX’s back-to-back, which is not possible with the FXO
configurations. To be clear, whichever mode is selected both ends must match and
only E&M is symmetrical.
The Allworx server supports the configuration of any of the above modes freely mixed
on the T1 line for any time slot, and enables delivering data simultaneously as desired,
commonly referred to as a fractional T1 line configuration. Additionally, while not
commonly needed, configure the PRI simultaneously as well.
13.4.6
Data Support
Configure the Allworx server to carry TCP/IP packets using PPP encapsulation on any
combination of slots constituting a full or fractional T1 interface. In fact, even when
configuring a T1 interface for circuit switched PRI operations, extra (non-voice) slots
can be used for dedicated data connections as long as the remote end service
provider enables such a configuration.
Each T1 interface that has data slots configured on it constitutes a single logical serial
channel using HDLC encapsulation of PPP packets per RFC-1662. Even though any
combination of slots can be used for data on each Digital Line, only one logical data
interface can be defined per T1 line.
To use a Digital Line as the system’s WAN interface (for Internet traffic, inter site, etc.),
you must select the Use a T1 port as the WAN interface option on the Network >
Configuration > Modify page after you have configured the T1 interfaces as desired.
Note:
Even though Digital Lines can be configured and reconfigured without a system
reboot, changes to the Network Configuration settings do require a reboot after
updating them.
Note:
Since the data support is fully symmetrical, it is possible to connect two Allworx
server devices back-to-back between their T1 interfaces. This can be done either
on the same site or across sites using a dedicated T1 line that spans between the
two sites via the service provider.
13.4.7
Restrictions
Designate only one interface as the logical WAN interface for the 24x and 48x
systems. That is, use only the Ethernet WAN port or one of the T1 interfaces for
routing TCP/IP traffic. You must pick either Ethernet WAN, T1-A, or T1-B ports to be
the data WAN interface for the system even though you are able to provision multiple
interfaces simultaneously. This restriction will be removed in a future software release
such that any combination of Ethernet interfaces or Digital Line interfaces can be used
as redundant/simultaneous WAN interfaces.
13.4.8
Configuration
The configuration of the Digital Lines is dictated by how the service provider provisions
the line to which the interface is. The settings must match the service provider’s
expected configuration or improper operation will result. Fully configure the line or lines
in use before physically connecting the server to the T1 line.
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Configuration Hint
When using a Digital Line for circuit switched voice operation (PRI or RBS modes), it is
typically preferred to set all the Digital Line parameters including the functional
definition for each time slot on T1 line. Once this configuration has been set, each slot
configured to support circuit switch voice calls will appear as a new outside line. That
is, each separate slot configured for circuit switched voice calls is logically treated as a
separate telephone line. At that point, details of how that line is routed or configured
are set under the Digital Lines section found on the Phone System > Outside Lines
configuration page.
Parameters for each Digital Line are configured on the Network > Digital Lines >
Modify page for the specific line you wish to configure. It is important to provision
Digital Lines that are not going to be used as Disabled. The disabled state is the
factory default setting for each T1 line.
Parameter
Description
Description
Description of the Digital Line interface. This description is
used in all other places this line is referred to, such as in the
Outlines Lines view and configuration pages of the phone
system.
Line Mode
The provisioned operational mode for this interface.
Currently, only T1 mode and Disabled are available. In the
future, additional options may be available such as E1 and
J1 for use in international markets outside of North America
Line Coding Mode
Both B8ZS and AMI modes are supported. It is strongly
recommended that B8ZS mode be used if the service
provider supports it. You must pick the setting that matches
the service provider’s setting, but lines should be ordered as
B8ZS, if the CO switch enables it.
Note:
In AMI mode, clear channel data service is
not available and only a 56K data rate will be available on
each slot. Generally speaking a PRI line should always be
set to B8ZS mode.
Framing Mode
The Allworx server supports both Super Frame (D4) and
Extended Super Frame (ESF) modes. You must pick the
setting that matches the service provider’s configuration, but
it is recommended to have the service provider use ESF
mode, if available.
Clock Source
Enables specifying the Digital Line data clocking source
reference for this interface. Network clocking is almost
always the desired setting because the service provider will
be the source of the timing reference and the Allworx
interface will be the slave to that network clock. Internal
timing mode indicates that the Allworx device is the source of
the clocking time reference. This mode is useful if you are
going to hook two devices back to back. In that case, one
end needs to provide the clock reference and the other must
slave to that master. The exact terminology may vary from
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device to device. For this setting on Allworx devices, Network
mode means it is the slave and Internal Mode means it is the
clock master.
Loop-back Mode
Enables the interface to be put into a diagnostic mode for
testing purposes. Generally speaking you always want to
select Normal Operation. The use of the test modes is
beyond the scope of this document.
Normal Operation
Transmit and receive lines that connect normally and all loop
back features modes are disabled.
Remote Frames
Incoming data is synchronized and decoded at the frame
level. These decoded frames are then reframed locally and
sent back out on the transmitted output line.
Remote Unframed
Decodes incoming data at the bit level from analog voltages
to digital bits and directly sent out as a stream of bits back
towards the source on the transmitted output line. No attempt
is made to synchronize or verify the data at the frame level.
Local Unframed
An internal analog loop back is performed on the local
interface so that transmit data is immediately looped back to
the receive path. This mode is useful for verifying that the
physical interface is operating correctly on the Allworx unit.
Although not strictly required, Allworx recommends using
B8ZS, ESF, and Clock Source Internal for such tests.
Line Build Out
Determines the pulse shape and transmit power levels used
on the analog output of the Digital Line interface. The dB
settings are for long haul configurations and the distance
settings for short haul configurations. Always use the short
haul settings since Allworx equipment is intended for use
with a local smart jack only and not for driving the physical
T1 lines on the telephone poles directly. You must pick the
length setting that matches the cabled distance between the
Allworx server and the service provider’s demarcation point.
If this setting is improperly configured line errors may be very
common or problematic and affect system reliability.
PRI Switch Type
Select the Primary ISDN (PRI) switch type that is used by the
service provider. Select NONE if this interface is not
connected to a PRI based service.
Note: If this parameter is improperly configured your
telephone service will most likely work, however there will be
subtle problems when certain type of conditions occur such
as calling cell phones, busy numbers, or during network
congestion. Additionally, Caller ID functionality may be
affected as well. Take care to find out the correct setting from
the service provider and set this parameter accordingly
Voice Channel Selection
Order
Determines the order the Allworx PBX will attempt to seize a
line for outgoing calls within each service group assigned to
this Digital Line. You want to set this selection to be the
opposite direction that the service provider uses for incoming
calls. For example, if the service provider hunts incoming
calls starting from slot 1 towards higher numbered slots
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looking for the first available channel for a new incoming call,
you will want to configure the PBX for Descending Mode. If
the service provider starts at the top and hunts toward lowernumbered slots, select Ascending Mode. This parameter is
not critical but having it properly set dramatically lowers the
probability for a condition called glare where both the PBX
and the Central Office attempt to put the same slot into
service simultaneously for two unrelated calls.
Caller ID Name
Since most PRI lines hook directly into the international SS7
telephone signaling network, it is possible to have parties you
call see any Caller-ID string you desire them to see. For
analog phone lines, your CO determines this string but for
PRI lines, the Allworx server can determine it. Set the caller
ID name field to the value you wish called parties to see
when placing outgoing calls on this Digital Line.
Note:
The service provider may override these
settings.
Caller ID Number
The phone number presented to called parties for outgoing
calls. See name setting above for more information.
Prefer Originally Dialed
Number (RDNIS) for display
This causes T1/PRI originally-dialed/redirected phone
number to be displayed on Allworx phones if the original call
was redirected and the original call information is provided by
the CO.
Prefer Originally Dialed
Number (RDNIS) for DID
lookup/call routing
This causes T1/PRI originally-dialed/redirected phone
number to be used in DID routing, if the original call was
redirected and the original call information is provided by the
CO.
PPP Username
This is the login account name to use for this Digital Line
when the line has one or more slots defined on it for data
operation. If authentication is not required, leave this field
blank.
PPP Password
This is the login account password to use for this Digital Line
when the line has one or more slots defined on it for data
operation. If authentication is not required, leave this field
blank.
PPP MTU
Determine the Maximum Transmit Unit Size to use when
sending IP packets to the remote end. The Allworx firewall
will force TCP connections to negotiate a MTU no larger than
this value. Typically the default value is 1500. The normal
Ethernet maximum will suffice however lower values may be
required depending on the service provider. If you are having
problems consult your data service provider for advice. If you
are unsure of a proper value to use and are having data
connectivity problems, a value of 512 will negatively impact
performance, but should always work.
PPP HDLC Fill
Fill value to use on the data line across all slots when the
data connection is idle between HDLC frames. Typically the
default value of all 1’s will suffice, but a flag fill may be
desired in AMI line mode.
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Source IP Address
Determine the static IP address for the Allworx server end of
a data connection. Typically, this is the public IP address
associated with your ISP connection. If entering a value of
0.0.0.0, expect the service provider to provide the correct
value dynamically during session establishment, if the
service provider supports that. Consult your ISP for more
information.
Destination IP Address
Determines the static IP address associated with the
router/gateway at the far end of this Digital Line. Use a value
of 0.0.0.0 to have the service provider assign the proper
value, if the service supports that. Consult your ISP for more
information.
Channel Assignments
On a Digital Line, you must specify the desired operating
mode for each time slot per the provisioning defined by the
service provider or the device you have connected at the
other end of the Digital Line. If the proper selections are not
made, improper operation will result. Currently the following
modes are supported:
Disabled – Indicates that this time slot is not used on this
Digital Line
PRI B Channel – A bearer channel for ISDN PRI operation
that can be used for carrying voice calls. Specifying this
mode, in effect, defines a new outside line for the PBX for
each slot configured in this mode.
PRI D Channel – A data-signaling channel for ISDN PRI
operation, which is used for transporting call control
information between the PBX and the Central Office. The
Allworx server always operates as user equipment on a PRI
line. If PRI operation is enabled on this line, exactly one slot
must be configured as the PRI D channel. Typically, this will
be slot 24. When using NFAS, the D channel must be on the
T1-A port.
T1 E and M Immediate Start
RBS
A circuit switched Ear and Mouth mode Robbed Bit Signaling
trunk that uses Immediate Start signaling. Specifying this
mode defines a new outside line for the PBX for each slot
configured in this mode. This mode is symmetrical and can
be used to hook PBXs back to back to tie PBXs between
sites on a leased line.
T1 E and M Wink FG-B RBS
A circuit-switched Ear and Mouth mode Robbed Bit Signaling
trunk. Specifying this mode defines a new outside line for the
PBX for each slot configured in this mode. This mode is
symmetrical and can be used to hook PBXs back-to-back to
tie PBXs between sites on a leased line. Only DTMF
signaling is used. Multiple Frequency (MF) signaling is not
supported.
T1 E and M Wink FG-D RBS
A circuit-switched Ear and Mouth mode Robbed Bit Signaling
trunk. Specifying this mode defines a new outside line for the
PBX for each slot configured in this mode. This mode is
symmetrical and can be used to hook PBXs back-to-back to
tie PBXs between sites on a leased line. Only DTMF
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signaling is used. Multiple Frequency (MF) signaling is not
supported.
T1 FXO Loop-Start RBS
A circuit switched Foreign Exchange Office style interface
mode that digitally emulates the standard analog telephone
line interface that uses Loop-Start signaling. Specifying this
mode, in effect, defines a new outside line for the PBX for
each slot configured in this mode. If call volume is high, this
mode is less desirable than FXO Ground-Start Operation.
This connects to the service provider interface that is
operating as the FXS side of the interface. This mode is NOT
symmetrical.
T1 FXO Ground-Start RBs
A circuit switched Foreign Exchange Office style interface
mode that digitally emulates the standard analog telephone
line interface using Ground-Start Signaling. Specifying this
mode, in effect, defines a new outside line for the PBX for
each slot configured in this mode. The Ground-Start
operation is able to minimize the possibility of glare
especially when call volumes are high, making it more
preferable than Loop-Start. This is intended to connect to the
service provider interface that is operating as the FXS side of
the Ground-Start interface. This mode is NOT symmetrical.
56K Data Channel
Specifies that 56Kbits/sec of bandwidth is provided by this
slot for the Digital Line’s logical data connection. This mode
is typically only used if 64K clear channel service is not
available. This is the only mode that should be used for data
connections when AMI Line Code mode is selected.
64K Data Channel
Specifies that 64Kbits/sec of bandwidth is provided by this
slot for the Digital Line’s logical data connection. Use this
when clear channel data service is available. Do not select
this mode if the Digital Line’s AMI Line Code mode is
selected.
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13.5 Allworx Port Expanders
The Allworx PX 6/2 Expander provides expansion of the system’s analog capability by
adding six (6) FXO and two (2) FXS ports to any Allworx server. The PX 6/2 Expander
features plug-and-play installation for locally connected units. Remote installation is
possible using an approach similar to installing remote Allworx phones. For detailed
installation instructions, see the Allworx PX 6/2 Expander Installation Guide.
Note:
Do not use Allworx Port Expanders with 6x12 servers.
Settings that apply to the port expander are available on the Port Expanders page.
Use the following information to configure these settings on installed Allworx PX 6/2
Expanders:
To configure Allworx port expanders navigate to Network > Port Expanders. This
shows a list of all Allworx port expanders known to the Allworx server. A number of
functions are available by clicking port expander-specific links.
Functions
Description
Description/View Configuration
Open the configuration page for updates.
Delete
Removes all related configurations and port definitions from
the system.
Replace
Enable replacing the port expander by another port expander
while automatically transferring all the configuration
parameters and settings to the new unit. Use this when
replacing a defective port expander with a new one.
Handsets
Jumps to the Handsets page to configure port expander FXS
ports
Outside Lines
Jumps to the Outside Lines page to configure port expander
FXS ports
IP Address
Opens the port expander’s web admin page in a separate
browser window or tab. Use this link to view the port
expander’s event log or view/modify its on-board settings.
Reboot
Reboots the Port expander after making configuration
changes to the expander or any of its ports. When the button
is clicked, the reboot will start as soon as all of the port
expander’s ports are idle
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13.5.1
Port Expander Options
Clicking on the port expander’s Description opens its View Configuration page. Use
this page to show and modify the options for that port expander. To change the
configuration, click the Modify link. Other options are identical to those on the Port
Expanders page.
Options
Description
MAC Address
Hardware identifier for the port expander. It cannot be
changed.
IP Address
Network address for the port expander. Clicking on it will
open the port expander’s web admin page in another browser
window or tab. The IP address cannot be changed
Description
Name given to the port expander. During plug-and-play
installation, the Description is set to the port expander’s MAC
address. Changing it to something more meaningful to the
site or configuration is recommended
Codec Preference Order
Set the preferred codec order for the port expander. The
codec is the method of encoding/decoding the audio sent and
received. The two possible codec’s are G.711 and G.729A.
G.711 preserves voice quality but takes more bandwidth.
G.729A takes less bandwidth but reduces voice quality
Note: This setting defines the order of codec selection. Not
all codec’s are supported for all call types (for example,
accessing the server Auto Attendant requires G.711). The
port expander will attempt to use the first choice but will use
whichever codec is required to support calls.
RTP Media Range (Port to
Port)
Specifies the range of UDP ports used for Real Time Packet
communications. Using a maximum range of values makes
the port expander the most secured from snooping and denial
of service activities. However, when remote port expanders
are placed behind 3rd-party firewalls, under certain conditions
the UDP port range may need to be restricted so that
mapping rules can be created for each port expander behind
the firewall. See Chapter 17, Remote Allworx Phones and
Port Expanders, for more information.
SIP NAT Keep-alive Interval
Some NAT firewalls will automatically time out and close
connections to devices they protect. If a remote port
expander is behind such a firewall, then this setting prevents
the timeout. Messages called keep-alive packets are sent
from the port expander to the Allworx server at the frequency
specified. The value should be set to an interval that is
shorter than the firewall timeout
SIP Port
UDP port number used for the SIP protocol by the port
expander. The default value of 5060 should be used unless
the port expander is behind a 3rd-party firewall and the
network requires a different value.
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Time Zone
Specify the time zone that the handset uses to compute its
local time. Select the use current server setting if the port
expander is in the same time zone as the server. For a
remote port expander, you may want to use the time zone of
its actual location.
Daylight Savings Time
Specify if the port expander will use Daylight Savings Time
(DST) to compute its local time. Select use current server
setting if the port expander is in the same time zone as the
server. For a remote port expander, you may want to use the
DST setting of its actual location.
Jitter Buffer Size
Alter the size of the jitter buffer. Jitter is a variation in network
audio packet latency experienced by the port expander,
resulting in a reduction in audio quality. The port expander
uses a jitter buffer to maximize the audio quality when jitter
occurs.
13.5.2
Configuring FXO and FXS Ports
After installing an Allworx Port Expander, the Allworx Server Administrator can
configure the FXS and FXO ports on the Handsets and Outside Lines pages, just like
the server’s own ports. On the Dial Plan page, the system adds port expander FXO
ports to the default service groups. The system enables creating new custom service
groups or modifying existing groups to include the port expander’s FXO ports.
13.6 Outside Line Call Routing
Each outside line (CO Line, DID Line, SIP Proxy, SIP Gateway, or a Digital Line) has a
call route associated with it. Go to Phone System > Outside Lines and click the
Modify link on one of the CO lines. The Outside Lines page displays.
The Call Route section in the figure above directs the call coming into the system
through Digital Line 1 channel 01.
Call route
Description
Extension
Routes incoming calls to a User or System extension.
Using a System Extension provides more call routing
flexibility and enables using a common route for multiple
lines.
Auto Attendant
Routes an outside line to an Auto Attendant, it goes to
the designated Auto Attendant that defined in the Default
Auto Attendant section.
Voicemail for user
Calls that come into the System would go directly to a
voicemail box for a User.
Routed using DID Block(s)
When using DID blocks for incoming calls, the DID block
has to be enabled for the outside line or each desired
channel, if using digital lines (See Chapter 22, Direct
Inward Dialing (DID). for more information).
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To create the DID Lines:
Configure each of the incoming lines that will use DID blocks. The following line types
can use DID blocks:
•
T1/PRI
•
T1/RBS
•
SIP Proxy
•
SIP Gateway
The Modify window for a T1/PRI Digital Line:
Click on Routed using DID Block(s) and check the block or blocks to use for this
outside line.
Note:
For Digital lines, do this for each channel. If all channels will use the same
settings, check the Apply settings for this line to all lines with the same Port
box.
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13.7 Anonymous Call Handling
Anonymous Call Handling provides the Allworx Server Administrator with a way to
handle calls for which the caller has requested privacy. The Allworx Server
Administrator can route such calls to a specific extension.
1.
Navigate to Phone System > Outside Lines and click the modify link to
configure Anonymous Call Handling. Routes private calls normally on the
system or to any user or system extension, including the operator.
2.
Select Update to save the changes. 0.
Note:
Not all ITSPs support Anonymous Call Handling.
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14 Dialing Rules and Service Groups
This section describes the procedures the Allworx system follows for placing outbound
calls.
14.1 Dialing Rules
As a user dials digits on a phone, the system collects the digits, one at a time. How
does it know when it should wait for more digits (because the user is dialing slowly) or
when it should take the digits it has and try to make a call with them? The Dialing rules
are the rules the server follows. Dialing Rules specify to the Allworx server what digit
sequences are valid for dialing out on the public phone network.
Examples:
When dialing a local number, you do not normally dial 1 and the area code. So, the
system should collect the first 7 digits dialed and then try to make the call. The server
should not be waiting for more digits.
When you dial a long distance number, you normally dial 1 plus the area code and
then the 7 digit local number. The system needs to recognize this case distinctly from
the local number case and know to collect all 11 digits before trying to make the call.
In addition, some local calling areas require an area code to be dialed without the 1
prefix in order to properly dial some numbers. This implies that these rules may vary
depending on the local calling area where the Allworx server is installed.
14.1.1
Emergency Dialing
For sites that are using PBX mode or sites that are using PBX mode in the factory
default configuration, users must dial the outside line access digit (e.g. 9) when placing
external calls including when dialing emergency calls (e.g 9 911). The Allworx Server
Administrator can configure the system to permit emergency calls to be dialed directly,
without the outside line access digit (e.g. 911).
1.
Navigate to Phone System > Dial Plan. Go to the External Dialing Rules
section, locate the Emergency table, and click the Modify link for Emergency
rules.
2.
Check the Dial Direct box.
3.
Click Update, and then reboot all phones. 0.
14.1.2
Home Area Code
Some features of the Allworx server and phones (example: redialing from call history
and when mapping numbers to 11-digit form to SIP proxies) require the knowledge of
the home area code. Therefore, this information is a required part of the dialing rules to
enable those features to operate as expected.
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14.2 Service Groups
The server can use a variety of services to place outside calls such as: Digital Lines,
CO lines, SIP Gateways, and SIP Proxies. Some of these services may be optimum
for particular types of calls. For example, your SIP Proxy might be the least expensive
way to make long distance calls but your CO lines are best for local calls.
A Service Group is a collection of services that can be used to place outside calls. The
server creates several Service Groups automatically:
•
All Digital Lines
•
All Digital Lines & CO Lines
•
All Digital Lines, CO Lines & SIP Gateways
•
All SIP Gateways
•
All SIP Proxies
•
All Trunk Devices
Note:
Calls can be routed to Remote Allworx sites in order to use the remote sites’
outside lines. However, remote sites should not be the only method available for
external calls to be placed. Loss of Internet connectivity between the local site and
the remote site (at either end) may disable the ability to place calls including 911
Emergency calls.
Note:
The Digital Line Service Group is only available on Allworx 24x and 48x servers.
Additional Service Groups can be defined by the System Administrator to control the
use of services or set of services for certain dialed calls.
14.2.1
Exceptions
Dialing Rules and Service Groups are only used for Call Appearance, not for Line
Appearance calls. This is because Line Appearance calls access outside lines,
directly.
The server’s dialing rules utilize the North American Numbering Plan (NANP). If your
Allworx server is located in an area that does not use NANP, then access outside lines
using Line Appearance PFKs or by dialing ‘9#’. Lines can also be accessed by dialing
9 then the phone number. The system will wait six (6) seconds before initiating the call
to make sure that the user has finished dialing. To initiate the call immediately, press
the # key after the last phone number digit.
14.2.2
North American Numbering Plan Administration (NANPA)
The Allworx server routes calls using the Service Group that has been assigned to the
type of number dialed. When enabling NANPA or disabling it changes the types of
numbers dialed that the system supports.
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Enable NANPA for installations in North America and disable NANPA for all other
locations.
When NANPA is disabled (unchecked) access the outside lines using the steps
described in the Exceptions section, above.
14.3 Defining Service Groups
To add a new service group:
1.
Navigate to Phone System > Dial Plan. Go to the Service Groups section.
2.
Click the add new Service Group link. The New Service Group page
displays. Alternately, click copy of a service group to create a copy, and then
click the Modify link.
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3.
Enter a Description for the new group, and then move the desired services
into the Service Group box.
4.
Click Update when finished. 0.
When an outbound call is initiated using the Service Group, the services in
the group will be tried in top-down order until an idle service is found. The call
made uses the first idle service in the list. Therefore, the last step in setting
up a Service Group is to ensure that the order of the services reflects your
preferred priority of use. When one of the services in the group is a SIP
proxy, consider the SIP proxy idle until reaching its Maximum Active Calls
setting.
14.4 Configuring Area Codes
Configure the area codes for two reasons: (1) To make sure the correct service is used
for the local and other area codes and (2) to make sure that the correct number of
digits is used when the call is placed. The Dial Method controls whether or not the area
code is to be included when the placing the call. If the area code is not properly
configured for the local rules, local calls may not be placed correctly.
To configure area codes:
1.
Navigate to Phone System > Dial Plan. Go to the External Dialing Rules
section.
2.
Locate the Area Code table, and select the Modify link.
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3.
Enter your Home Area Code and set the Dial Method. Most local calling
areas will set the Dial Method to Area Code NOT dialed (i.e. 7-digit dialing).
This sets up the digits the Allworx server sends for local calls, whether or not
the phone user dials the area code.
Notice the “all others” area code entry. Its Dial Method is permanently set to 1
+ Area Code dialed. This sets up the dialing rule for most long distance
calling.
4.
Choose the desired Service Group from the drop-down list.
5.
Click the add new row link, if there are any additional area codes with unique
Service Group requirements. Enter the Area Code and exchange, if needed,
select the Dial Method, and choose the Service Group.
6.
Click Update to save the changes. The Dial Plan page displays. 0.
After setting the Home Area Code, the Service Group routes 7-digit phone
numbers (nnn-nnnn) for selected for the Home Area Code.
If the Home Area Code has not been set, the system uses the All Truck
Devices Service Group to route 7-digit numbers.
14.5 Remote Sites as Services
The Allworx Server Administrator can select remote sites as services for handling
outbound calls. If the line selection process results in a routing call to a remote site, the
call connects using one of the remote sites’ outside lines. The dialing rules that are
configured on the remote site will determine which of its lines are used and how the
number will be dialed (e.g. with or without area code).
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It is possible to configure the dial plans on multiple sites accidentally so that the
system routes a call back and forth among the sites. The Allworx system will
automatically prevent this from occurring. If a call comes to a server from a remote
site, the receiving server will not forward the call to the same or other remote sites. If
the dialing rule that the call is using on the receiving site includes any remote sites, the
system skips the remote sites and some other outside line service will be used.
Note:
Remote sites should not be the only method available to place external calls. Loss
of Internet connectivity between the local site and the remote site (at either end)
may disable the ability to place calls including 911 Emergency calls.
14.6 Audit Pin Codes
The Audit Pin Number requires users to use a PIN code when accessing an outside
line. The Allworx Server Administrator configures the handsets. To place a call from a
handset, the user dials 78 + PIN code + phone number. Example: when calling 555
1222 using PIN code 77777, the user dials the sequence 78 + 77777 + 5551212.
Limitations of the Audit Pin Number feature:
•
For use with an analog phone service connected to 6x, 10x and 24x servers.
•
For use with a digital line service (T1) of the 24x servers.
•
Not for use with site-to-site calls between 6x, 10x and 24x servers.
To specify the number of digits and the service group affected:
1.
Navigate to Phone System > Audit PIN Codes.
2.
Go to the Audit PIN Codes section and click the modify link.
3.
Go to the PIN Code line and adjust the number of digits and the affected
Service Group.
4.
Click the Update button to save the changes. 0.
To create the PIN code:
1.
Navigate to Phone System > Audit PIN Codes.
2.
Go to the Audit Pin Code section and click the add new PIN code link.
3.
Type the new PIN code and a PIN Code description in the respective fields.
4.
Click the Add button to save the changes. The Audit PIN Codes page
displays. 0.
To enable or disable the Audit PIN Code Configuration:
1.
Navigate to Phone System > Audit PIN Codes.
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2.
Go to the Audit Pin Code Configuration section and click the modify link.
Select Enabled or Disabled from the drop-down list.
Enabled - the Allworx server verifies that the PIN code is the correct length
and matches the password in the Allworx server.
Disabled - the Allworx server only checks for the correct PIN code length
3.
Click the Update button to save changes. 0.
14.7 Dialing Privileges Groups
A handset Call Appearance’s dialing privileges determine if and how to access outside
lines, which uses outside lines, and what phone numbers are enabled or blocked. A
Dialing Privileges Group is a set of dialing privileges and a list of handset Call
Appearances with those privileges. Dialing Privileges Groups allow configuring
handsets easily and efficiently. Apply custom configurations to any or all of a site’s
handsets by creating a Dialing Privileges Group, specifying the privileges, and
assigning handset Call Appearances to the group. Unlike with User Templates, no
additional configuration steps are required to apply the options. Changes made to the
group’s settings take effect immediately.
To view the Dialing Privileges Groups, navigate to Phone System > Dial Plan, and
locate the Dialing Privileges Groups section.
The system includes a system default group. Unlike default User Templates and
Handset Preference Groups, the Allworx Server Administrator can modify the settings
of the default Dialing Privileges Group. When upgrading Allworx servers to Release
7.0 or higher, additional Dialing Privileges Groups are created for each unique
combination of Outside Line Connection settings for the existing phones. The handset
Call Appearances with those options automatically becomes members of the
corresponding new group.
Note:
Settings for existing handsets are NOT changed in this process.
Dialing Privileges Group settings include the following:
•
Emergency Service Group
•
Outside Line Selection Method
•
Toll Restrictions
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14.8 Toll Restrictions
The server applies Toll Restrictions using two lists: Blocked Numbers and Exceptions
to Blocked Numbers. By default, the system enables all numbers unless listed in the
Blocked Numbers list. Numbers in the Exceptions list override the blocked numbers. If
listing a number as both blocked and as an exception, the system permits calls to that
number. Entries in the Blocked Numbers list need not be complete phone numbers but
can be only the first part of phone numbers. For example, entering 1900 in the Blocked
Numbers list will prevent all 900 number calls.
Entries in the Exceptions list should be more specific than those in the Blocked
Numbers list. As examples, if the Blocked Numbers list contains "1" as an entry and
the Exceptions to Blocked Numbers list contains "1800", then users can dial toll-free
numbers but no other long distance number. If the Blocked Number list contains a
complete number (e.g. 19005553850) then only that number is blocked. The
Exceptions to Blocked Numbers list does not need to have any entries to specify
enabling similar numbers.
14.8.1
Managing Handsets in Dialing Privileges Groups
To add Call Appearances to a Dialing Privileges Group:
1.
Navigate to Phone System > Dial Plan, and locate the Dialing Privileges
Groups section.
2.
Locate the specific Dialing Privileges group, and click the View link.
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3.
Locate the Call Appearances Assigned To Group section, and click the
Modify link.
When removing a Call Appearance from a handset, it moves automatically to
the Dialing Privileges (Default) group.
To move a handset to a different group, select the handset's checkbox from
within the configuration page.
4.
14.8.2
Click Update to save changes. Reboot the phones for the configurations to
take effect. 0.
Deleting Dialing Privileges Groups
Delete the dialing Privileges Groups by clicking on the Delete links. However, the
Allworx Server Administrator cannot delete the default group and groups that have
handsets assigned to them. Therefore, move all handsets into other groups in order to
delete the group.
14.9 Service Groups and Handset Outside Line Interaction
Restrictions
Use Service Groups to direct the placement of outbound calls to particular services.
The server chooses the first idle service in the group. However, the Allworx Server
Administrator can configure a handset to restrict its use of lines further when placing
an outside call. According to the number dialed, the system finds the configured
Service Group for a particular outbound call.
•
After finding the first idle service in the group, the Outside Line Selection Method
in the handset Call Appearance’s Dialing Privileges Group is checked.
•
If the idle service is restricted for the handset, then the next idle service is found
and the handset check is made again.
•
This continues until the system finds a non-restricted idle service to place the
call.
If the system cannot find a non-restricted idle service, the caller hears a fast busy
signal indicating that there are no available outside lines.
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15 Unified Messaging
The Allworx server supports unified messaging such as combining a user’s voicemail
and email messages into one inbox. The important properties of unified messaging:
•
Voicemail and email are stored in one inbox on the server. Messages from this
inbox can be forwarded to another email account or POP’d to an email client.
•
Using a phone, the voicemail messages can be listened to, deleted, etc. When
deleting a voicemail message via a phone, the server inbox also deletes the
voicemail message.
•
When deleting unified messages off the server because of a POP or a mail
forward, the server deletes the voicemail as well, and is no longer available on a
phone.
15.1 Access Mechanisms
The two main ways to access your voicemail and email messages from the server are:
•
Forwarding messages to another email account.
•
Using a POP3 or IMAP email client to transfer the messages to your PC.
Note:
IMAP is only available if installing a Mobile Link key on the server.
15.1.1
Forwarding Messages via Message Aliases
Using the server’s Message Aliases feature you can forward any incoming message
(voicemail or email) for a user to an external (non-Allworx server) email account.
Note:
If saving copies of all messages on the server, eventually users may exceed their
inbox storage space quota on the server. To avoid this, users should manage and
delete old messages in the Message Center. Administrators can delete saved
messages for individual users on the Reports > Users page.
1.
Navigate to Business > Message Aliases.
2.
Click add new alias link. This displays the Add new Alias page.
3.
Locate the Email Alias field and enter the user's Allworx login name.
4.
Locate the Members field and enter the external email address. To save a
copy of the message on the Allworx server, also enter the user's login name
in the Members list - doing this enables users to listen to and manage their
voicemails using the Allworx Message Center even though the system
emailed a copy.
If the Message Alias does not include the user's Allworx login name as a
member, the systems deletes the voicemails as soon as emailing it.
5.
Click Add after entering all Members. The Message Aliases page displays.
0.
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15.2 Common Mistakes in Forwarding Messages
A common error is assigning the Allworx server’s domain name to be that of an
existing domain name.
Example:
MyCompany pays an Internet hosting service to provide email for all their employees
at user@mycompany.com. The employees get their email by configuring their email
application to POP the email off the hosting service’s email server. When installing the
Allworx server, it receives a domain name of mycompany.com.
This creates a problem when configuring the Internet DNS servers so that mail sent to
user@mycompany.com to the external hosting service’s IP address, but the Allworx
DNS server thinks it is responsible for handling email for the same domain name. Then
when putting user@mycompany.com in the members list, the Allworx server says,
“That’s me!” and sends the email to himself instead of to the external IP address. The
solution is not using the same domain name for both.
15.2.1
External SMTP Accounts
Forward voicemail and email using external Internet SMTP services such as gmail and
hotmail. The Servers > Email page includes SMTP server settings that permit
entering the login credentials for an existing email account. This account would be
used for email, voicemail, and text alerts. For user voicemail, it will send the email to
the address in the user’s Message Alias.
Use personal email accounts for individual users. Configure the user’s Internet email
service account on their Business > Users > Modify page. If configuring a personal
email account for a user, the system uses their account rather than the global account
that was set up on the Email Server page. For user-specific accounts to be functional,
configure a global SMTP email account.
15.2.2
POP3 Client
Using the POP3 Mail Transfers section of the Business > Users > Modify User page,
configure each Allworx user so that a POP3 request to transfer email to a POP3 client
will work:
•
Email and voicemail messages.
•
Email messages only.
•
No messages.
Only the first option will transfer voicemail messages to the PC’s inbox.
Configure an email program on the PC that each user will be receiving messages to
pop the messages from the Allworx server. Use the following information to configure
the email program:
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•
Enter the IP address of the Allworx server’s LAN TCP/IP Address (from the
Network / Configuration page) as the incoming POP3 server address.
•
Enter the same address as the outgoing SMTP server address.
•
Enter the Allworx login name and password for the user as the POP3 user and
password.
•
Do not use Secure Password Authentication (SPA).
•
Do not use SSL to communicate with the Allworx server.
•
Do not use authentication for the outgoing server.
Note:
Most popular email programs enable leaving the messages on the server when
transferring to the PC. When using this feature, the user may eventually exceed
the inbox quota on the server. To avoid this, Allworx recommends that you enable
your email program to:
15.2.3
•
Delete all the server email after N days, or
•
Delete the email when the user deletes it on the PC.
IMAP Client
IMAP synchronizes email so that users can access an account from multiple locations.
Enable the IMAP protocol in the Network > Configuration > Modify page. In addition,
the port number and maximum number of connections can be set on the Servers >
Email > Modify page.
Note:
Enabling the IMAP protocol requires installing a Mobile Link Feature Key on the
Allworx server.
Configure each user’s PC email application so it can send and receive messages from
the Allworx server. The precise details depend on the application but here is the
required server information:
•
Enter the IP address of the Allworx server’s LAN TCP/IP Address (from the
Network > Configuration > Modify page) as the incoming IMAP server address.
•
Enter the same address as the outgoing SMTP server address.
•
Enter the Allworx login name and password for the user as the IMAP user and
password.
•
Do not use Secure Password Authentication (SPA).
•
Do not use SSL to communicate with the Allworx server.
•
Do not use authentication for the outgoing server.
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Access Examples
Example 1
Requirements
Tom (login name tom) does not expect to get email at his
Allworx server address, but instead uses an external email
account (tom@yahoo.com). His Allworx server voicemail
should be sent to the external email account, but should also
be available from his phone.
Configuration
Set up an Allworx server Message Alias for Tom to forward all
his messages to his external email account as well as keep a
copy on the Allworx server. Create a new message alias such
that:
Set the email Alias to tom.
Set members to tom and tom@yahoo.com.
Commentary
Tom will use his phone to delete old voicemail messages. If
any email is sent to his Allworx server account, it will be
forwarded to his external account, leaving a copy on the
Allworx server. If email accumulates on the server, he will
need to periodically connect with a POP email client to delete
the old email messages.
Example 2
Requirements
Tom is a remote user of the system and does not have a
phone. His extension is configured to send all calls directly to
his voicemail. He does not want to call in to get his voicemail,
but instead wants all email and voicemail messages to be sent
directly to his external email account (tom@yahoo.com).
Configuration
Set up an Allworx server Message Alias for Tom to forward all
his messages to his external email account. Create a new
message alias such that:
Email Alias is set to tom.
Members is set to tom@yahoo.com.
Commentary
Tom will get all his email and voicemail messages using his
external email account. Since the system deletes the
messages off the server after forwarding, he does not need to
periodically delete anything.
.
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Example 3
Requirements
Tom will use the Allworx server for his email. He wants to use
his phone to listen to voicemail messages, but does not want
them sent to his email account.
Configuration
Set up Tom’s Allworx server POP3 Mail Transfers
configuration to transfer only email messages.
Set up Tom’s PC email application to POP email off the
Allworx server without leaving a copy on the server.
Commentary
Tom’s email messages will be deleted off the server as soon
as they are POP’d to his PC’s email application. Voicemail
messages will be kept on the server until he deletes them via
his phone.
Example 4
Requirements
Tom will use the Allworx server for his email. He wants to use
his phone to listen to voicemail messages and wants those
messages sent to his email account as well.
Configuration
Set up Tom’s Allworx server POP3 Mail Transfers
configuration to transfer both email and voicemail messages
(the default).
Set up Tom’s PC’s email application to POP email off the
Allworx server while leaving a copy on the server until he
deletes the message on his PC.
Commentary
Tom will be able to listen to his voicemail messages on his
phone or on his PC (via email). If he deletes a voicemail
message using his phone, will not be deleted on his PC.
However, if he deletes a voicemail from his PC, it will be
deleted from the server, making it no longer available on his
phone. He will have to periodically delete messages from his
PC so that he doesn’t exceed his message quota on the
server.
.
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16 Backing up and Restoring Data
It is critical to back up the Allworx server frequently. In the event of a server failure,
restore the system from the backup. Set up the Allworx Application to create the
backup as frequently as needed, including daily backups. Take a few minutes to
assess how much data you would be willing to lose in case you need to restore the
system from a backup. Perform backups before updating system software or whenever
making configuration changes.
Server backups are set up for restoring the entire Allworx server disk. It is not possible
to restore only a particular file.
The Allworx Server initiates backups. The Server sends its backup data to a PC for
storage. The backup PC must be running the Allworx OfficeSafe application and the
server must have a network path to the PC.
There are two generations of the OfficeSafe application, OfficeSafe 5 and OfficeSafe
6/7. Allworx recommends OfficeSafe 7. Backup files created by OfficeSafe 5 are not
compatible with OfficeSafe 7. If upgrading the OfficeSafe application on your service
PCs from version 5 to version 6, make new backups of all servers, as soon as
possible. The Allworx Administration Guide provides Instructions for using OfficeSafe 5
for server software versions 7.4 and lower. Those publications are available on the
Allworx Partner Portal (www.allworxportal.com). For instructions on using OfficeSafe 7,
download the Allworx OfficeSafe 7 Operations Guide from the Portal.
16.1 Configuring Backups on the Allworx Server
The Allworx Server Administrator can initiate immediate, one-time backups or
schedule the backups to run periodically.
To schedule periodic backups:
1.
Navigate to Maintenance > Backup > Modify.
2.
Set the Backup Start Time to have the backup performed automatically at the
appointed time of the day.
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3.
Set the IP Address and the TCP/IP Port to be the same as those of the PC
running OfficeSafe. In OfficeSafe 7, obtain these values from the OfficeSafe
under Tools > Options > Network.
4.
Select the Backup Frequency from the drop-down list.
5.
Set the Backup Mode to Full or Incremental.
Full: Includes all servers in every backup.
Incremental: Includes only the changes to the server data since the most
recent Full backup and merges them with previous backup data. This backup
mode is helpful to speed the duration of each backup by reducing the amount
of transmitted data that to the backup PC during every backup.
6.
Click Update to save the backup settings and return to the backup screen.
Backups begin at the Start Time on each day based on the Frequency
setting. 0.
Tips about backups:
•
After configuring the backup settings, you can use the Backup Now button to
initiate a backup out of the normal periodic backup period.
•
The OfficeSafe application Current Status and Activity Log displays the progress
of the backup process. When the backup is completed, the Current Status state
will be Idle and the Activity Log displays “Saving backup completed successfully.”
•
Incremental backups only update an existing backup image. Archiving multiple
backups in a rolling backup history window requires full backups.
16.2 How to Restore Data Using OfficeSafe 7
Restore the data while the Allworx server is in Safe Mode. While in Safe Mode, the
server uses the factory default IP address (192.168.2.254) with DHCP enabled to
avoid IP address conflicts on the network. Allworx recommends unplugging all the LAN
connections and to only plug in the OfficeSafe PC used for configuring the restore.
The Allworx server initiates Restores in Safe Mode and requires connecting the PC
providing the backup to the server’s LAN and running the OfficeSafe application.
To perform a restore:
1.
Restart the Allworx server into Safe Mode.
Do this via the Admin page of the server or by forcing the system into Safe
Mode via the front panel of the unit. The method used to force entry into Safe
Mode via the front panel varies by product model. Consult the installation or
troubleshooting guides for your specific product model for more details. The
procedure for restarting in Safe Mode from the server application is the same
for all products.
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2.
Navigate to Maintenance > Restart page on the web administration
interface.
3.
Check the box for Restart Allworx Server.
4.
Select Enter Safe Mode after restart.
5.
Click Restart Now.
6.
Type SAFEMODE into the field on the pop-up window. The Allworx server
powers down and then powers back up in Safe Mode.
Once the system powers up into Safe Mode, you will be able to access the
Safe Mode web page and you should see a screen similar to the following:
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7.
Locate the OfficeSafe section of the screen; enter the IP Address of
OfficeSafe PC plugged into the server’s LAN port.
8.
Select Restore from OfficeSafe.
9.
Click Accept on the Confirm Restore Request dialog box to begin the
restore.
Depending on the size of the backup data (and the performance of your
network and OfficeSafe PC), it may take several minutes or perhaps over an
hour for the backup to be restored if there are several gigabytes of data to
recover. You will see a “Restore was successful” message in the Status pane
on the Safe Mode page when the operation completes.
10.
Caution:
Click Reboot in Normal Mode and select the Reboot button.
Do NOT select Reboot the Allworx server in Normal Mode with Factory Defaults
restored. This will cause your restored settings to be lost during the reboot. If you
do this by accident, you will want to start the entire restore operation over again.
11.
Reconnect your LAN devices and log in to the server after the Allworx server
has restarted.
12.
Verify that the data restores successfully. 0.
16.3 Server-to-Server Backup and Restore
Backup and restore can be done from one server to another. This enables a standard
backup image to be loaded onto multiple servers to replicate an existing server. Using
the procedure described above, simply perform a backup from one server and then
use this backup to perform a restore onto a different server.
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17 Remote Allworx Phones and Port Expanders
A remote device is a phone or port expander on a different Local Area Network (LAN)
than the Allworx server. For example, the Allworx server is at the company’s main
office but an employee has an office phone at home. The Allworx Server Administrator
can configure the system so that calls to and from that phone work just as though the
employee was at the company’s main office. Similarly, the Allworx Server
Administrator can configure analog phones and CO lines on a remote port expander to
seamlessly integrate into the server’s network and dial plan.
Refer to General Network Configuration Requirements on page 27 before setting up
Remote Allworx devices.
Caution:
Correct routing of 911 emergency calls for remote Allworx phones and analog
handsets attached to remote Allworx Port Expanders cannot be guaranteed. Do
not configure remote handsets if using to place 911 calls.
Caution:
If there is an interruption between the network connection between the Port
Expander and the Allworx server, regular use of the Port Expander’s FXO and
FXS ports will not be possible. The only option for placing calls through a Port
Expander that does not have a functional network connection to its Allworx server
is to plug an analog phone into the Power Fail port. The CO line connected to
FXO port 1 routes the calls placed using this phone. No other ports are functional.
17.1 Setting Up Remote Allworx Devices
Configuring a remote phone or port expander requires setting two configuration
parameters on the device.
1.
Boot Server IP. This is the IP address of the Allworx server’s WAN port that
can be obtained from the server’s WAN TCP/IP Address parameter on the
Network > Configuration page. However, if the Allworx server network
mode is set to LAN Host, then this value will be the Public IP Address
parameter on the Network > Configuration page.
2.
Plug ‘n’ Play Secret Key. This key is displayed on the Servers > VoIP page
on the server: 0.
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To enter the Boot Server IP and Plug ’n’ Play Secret Key into the phone, press the
Config softkey and choose the Network Settings menu. To enter the information into
an Allworx PX 6/2 Expander, enter Config Mode. See the Allworx PX 6/2 Expander
Installation Guide for more information.
17.1.1
Phone or Port Expander behind a 3rd-Party Firewall
Remote phones and port expanders usually work well, even if they are behind a
firewall. There are several exceptions, each of which requires additional configuration
steps. This document describes the steps below.
Avoid most problems with firewalls by routing remote audio traffic through the server.
By default, all audio traffic from remote phones and port expanders runs through the
Allworx server. Although this avoids problems, it uses up bandwidth of the network
connection to the server. When calls to and from remote devices go back out over SIP
trunks or over the internet to other remote devices, the bandwidth usage is 180 Kbytes
per call, double that of a regular incoming call.
This traffic can degrade the audio quality of calls that use the Internet. However, there
is a server setting that can reduces the effect by enabling audio between devices to go
directly from one to the other, rather than through the server. The setting is Force
Remote Phone audio through server which can be found on the Servers > VoIP page.
Disabling it will reduce server bandwidth usage. However, if doing this and the phone
or port expander is behind a firewall, some configuration of the firewall may be
required.
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The following sections describe some common configurations and solutions to
potential problems.
17.1.2
Difficulty Connecting Calls
If the remote device does not register with the server or if calls to and from it cannot be
connected, settings on the firewall and the phone or port expander may have to be
changed to enable communications through the firewall. Perform the following steps
on the handset (using soft keys) or port expander:
1.
Go to Config > Network Settings menu for phones. Go to Config Mode
page for port expanders. Change the following settings:
•
DHCP – Disabled
•
Remote Plug ‘n’ Play key – Set according to the procedure in, Phone or
Port Expander behind a 3rd-Party Firewall on page144.
•
Boot Server IP – Set according to the procedure in, Phone or Port
Expander behind a 3rd-Party Firewall on page144.
•
Phone/Port Expander IP – Choose an address that is consistent with the
remote site’s network.
•
Netmask IP – Network Mask of the remote site’s network.
•
Gateway IP – Gateway IP of the remote site’s network.
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2.
Go to the Server Admin page. For phones, go to Phone System >
Handsets. Create a Handset Preference Group for the remote phone with
the adjusted RTP port range; see Handset Preference Groups on page 71.
For port expanders, go to Network > Port Expanders and click on port
expander Description.
3.
Set the RTP port range for the phone or port expander to 16384 or 16393.
4.
Forward the required IP ports through the Firewall at the remote site, per the
table below: 0.
Port Type
WAN
LAN
Protocol
BLF
2088
2088
UDP
SIP
5060
5060
UDP
RTP
16384 - 16393
16384 - 16393
UDP
17.1.3
Multiple Remote Devices behind the Same Firewall
If there is more than one remote Allworx device behind a firewall, change the settings
on the firewall and the phone or port expander to enable this configuration.
1.
2.
Go to Config > Network Settings menu for phones. Go to Config Mode
page for port expanders. Change the following settings:
•
DHCP – Disabled
•
Remote Plug ‘n’ Play key – Set according to the procedure in, Phone or
Port Expander behind a 3rd-Party Firewall on page144.
•
Boot Server IP – Set according to the procedure in, Phone or Port
Expander behind a 3rd-Party Firewall on page144.
•
Phone/Port Expander IP – Choose an address that is consistent with the
remote site’s network.
•
Netmask IP – Network Mask of the remote site’s network.
•
Gateway IP – Gateway IP of the remote site’s network.
Configure VoIP settings for the phones and/or Port Expanders.
For phones, navigate to PHONE SYSTEM > Handsets and create a different
Handset Preference Group for each remote phone.
For port expanders, go to Network > Port Expanders and click on the port
expander Description. Allocate 10 ports for each device in the standard range
(e.g. phone1: 16384 to 16393, phone2: 16394 to 16403). Choose a different
SIP port for each device, starting at 5060 (e.g. phone1: 5060, phone2: 5061).
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3.
Port
Type
Forward the required IP ports through the firewall at the remote site, per the
table below. 0.
Global
Local
Protocol
IP Address
BLF
2088
2088
UDP
192.168.2.7
SIP
5060
5060
UDP
192.168.2.7
SIP
5061
5061
UDP
169.168.2.8
RTP
16384 - 16393
16384 - 16393
UDP
192.168.2.7
RTP
16394 - 16403
16394 - 16403
UDP
192.168.2.8
Note:
17.1.4
Map the BLF port for one of the remote devices. The device that gets the BLF
messages from the server will forward the BLF information to every other Allworx
device in that subnet.
Phones at Different Remote Sites, Each with a Firewall
This case is very similar to Multiple Remote Devices behind the Same Firewall on
page 146. The difference is doing the mappings on each site’s firewall. Be sure to map
the correct RTP port range for the device that is on the configured firewall. In addition,
map the BLF port (2088) for one device on each firewall.
17.1.5
Remote Phones Cannot Receive Pages
While regular calling and intercom calling works fine, paging remote phones does not.
Sending pages from the remote phone works but the zoned nor hear the overhead
pages at the remote phone.
In order to enable paging to a remote phone, a VPN must be set up between the
Allworx server and the remote phone. Below describes the Allworx server settings
changes. This document does not cover the steps for configuring the site’s firewall for
the VPN because of the variations.
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On the Servers > VoIP > Modify Server page of the Allworx server, there are three
parameters used to configure where the server transmits zoned pages:
•
Paging Base IP Address – This is the multicast base IP address used by
the system. Each paging zone uses the base address plus an offset.
Zone 0 (the overhead zone), uses an offset of 0, zone 1 uses an offset of
1, etc. For example, if the base address were set to 239.255.10.0, then
zone 2 would use multicast IP address 239.255.10.2.
•
Paging Port – This is the UDP port number that the packets are sent to.
All zones use the same port number, but each has its own multicast IP
address.
•
Paging Max Hop Count – This value controls the time-to-live (TTL) count
in the IP header of all paging UDP/RTP frames. Typically, this value is set
to 1 so that the packet will not be sent beyond the local subnet. However,
if you have multiple subnets with phones on them, this value will need to
be increased.
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18 Adding Extensions
18.1 User and System Extensions
The Phone System > Extensions page displays User and System extensions.
Special purpose routing of calls to these extensions is possible.
Special Purpose Routing
Descriptions
Presence Specific Routing
When on vacation, forward the call directly to
voicemail (User extensions).
Multiple Destinations
Ring multiple phones simultaneously.
Multiple Connection Attempts
Rings a series of phones when the primary phone is
not answered.
On Busy Routing
Rings alternate phone(s) when the line is busy (User
extensions).
Follow-Me-Anywhere
Forward the call to a cell phone or home phone.
Caller ID Based Routing
Separate call route that is dependent on the Caller ID
of the incoming call (User extensions).
Hot Desk Routing
Route the call to the logged-in phone when a user logs
into a shared phone.
Business Schedule Routing
Follow different routes when the designated Business
Schedule is in Day mode vs. Night mode (System
extensions).
Different call routes can be established for each of the seven (7) user presences. In
Office, At A Meeting, On Vacation, On Business Trip, At Home, Away, and Busy can
be directed to go to different destinations.
The System Administrator can configure permissions for users to define the routing of
their extensions using the My Allworx Manager page by enabling the corresponding
checkbox on the Business > Users > Modify page. The following sections describe
how to define the routing of an extension, starting with basic routing.
18.2 Basic Routing
The building blocks of a call route are the Connection Attempts, Destinations, and
Finally route. In the typical call route, there is one Connection Attempt and the Finally
route.
1.
Log into the Admin page of the Allworx System and navigate to the Phone
System > Extensions page.
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2.
To create System extensions:
a. Click the add new Extension link (See figure above).
b. Enter the desired number for the system extension. Click the show
available link to view a table of available extensions.
c. Enter a description for the extension.
d. Proceed to Step 3e. .
3.
To configure a User extension:
a. Click the View Call Routes link for a user (See figure above). The View
Call Route page displays.
b. Click the Modify link next to a presence to update the call route. The
Modify Call Route page displays.
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c. Locate the Call Route Selection, and check the boxes for Apply these
changes to the selected presence(s). The system applies any saved
changes to all the selected presences.
d. Locate the On calls from callers section and select the radio button to
Modify Primary Route or Modify On Busy Route.
On Busy Route: To avoid having callers hear a busy signal when
calling a User extension, configure an alternative On Busy call route.
e. In the Call Route section, if a connection has not yet been added, click
the add a connection attempt link. If the First connection attempt is
already established, skip the next step, if desired. .
4.
Note:
5.
Choose the desired destination, number of rings and ring tone. The dropdown menu that displays in the First connection attempt section provides a
list of Handsets, User Extensions, Call Monitors, and the Follow Me option.
The differences between the ring tone selections are limited. Achieve additional
variety by selecting different ring tone families. Select the ring tone family within
the on-phone configuration menu. See the Phone Guides for each phone model
for more information.
Configure the Finally route, which is the desired ending for an unanswered
call.
For User extensions, any changes made to the call route of one presence
can be assigned to the other presences by checking the apply these
changes to all of my presences checkbox.
6.
Click the Update button at the bottom of the page to save changes.
0.
18.3 Multiple Destinations
1.
To ring several phones at once, repeat the Basic Routing procedure, up to
step 5. .
2.
Click the add a destination link under the desired connection attempt. This
will create another destination drop-down menu.
3.
Select the desired destination, number of rings and ring tone. The drop-down
menu that displays in the Second connection attempt section provides a list
of Handsets, User Extensions, Call Monitors, and the Follow Me option.
4.
Pull down the menu and choose an additional phone to ring along with the
previously chosen phone.
5.
Repeat the steps above to add more phones to ring simultaneously for the
connection attempt.
6.
Click Update at the bottom of the page to save changes.
0.
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18.4 Multiple Connection Attempts
If alternate phones should ring when the handset(s) in the First connection attempt are
not answered, create additional connection attempts to receive the calls. Repeat the
Basic Routing procedure and the Ring Several Phones at Once (if applicable), up to
step 5. .
1.
Click on the add another connection attempt link. This will create another
connection attempt section (e.g. Second, Third, etc) below the First
connection attempt section,
2.
Configure the connection attempt using the options.
3.
Click Update at the bottom of the page to save changes. 0.
18.5 On Busy Routing
To avoid having callers hear a busy signal when calling a User extension, configure an
alternative On Busy call route.
Follow the Basic Routing procedure to set up the initial call route for the presence.
Once the Extensions page displays, select the Modify link of the presence call route.
1.
Select the Modify On Busy Route radio button.
2.
Select the Use Call Route below: radio button. A new call route section
displays.
3.
Set up the call route using the other procedures.
4.
Click Update at the bottom of the page to save changes. 0.
Note:
Create and save (Update button) the primary call route before creating or
modifying the On Busy Route. The system ignores additional call attempts when
configuring the busy route to use a call route instead of treating a busy as no
answer.
18.6 Follow-Me-Anywhere
Users can forward calls to other phones outside of the Allworx System such as cell or
home phones. If the recipient does not answer the call, the system directs the call
back to the system in order to follow the rest of the configured call route. In following
the rest of the call route, unanswered Follow-Me-Anywhere calls may eventually be
directed to the Finally route, which permits callers to leave messages in the default
voicemail inbox. If having callers leave messages on a personal phone voicemail is
preferred, do not use the Follow-Me-Anywhere features. Instead, use the Finally route
to direct calls to the cell or home phone by entering the phone number into the Dial
number text box.
Note:
When an outside phone answers the call, the default is for the recipient to hear a
prompt requesting that a ‘1’ be entered to accept the call. However, the Allworx
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Server Administrator can configure user extensions so that Follow-Me-Anywhere
calls to their extensions require a Message Center password in order to accept the
call. See Chapter 19 Follow-Me-Anywhere for more information.
1.
Use the Basic Routing procedure up to step 5. , or a combination of the other
procedures, select Follow Me  from the drop-down menu in the connection
attempt field.
2.
Enter 9† or 78†+PIN (to gain an outside connection) followed by the phone
number in the text box that appears to the right.
Examples†:9+1+aaa-xxx-nnnn, 9+1+xxx-nnnn,
78+PIN+1+aaa-xxx-nnnn, 78+PIN+xxx-nnnn
3.
Select the desired number of rings. The Follow-Me-Anywhere feature
requires the recipient to listen to a message and enter a code. Therefore,
increment the normal number of rings by at least two in order to give the
recipient extra time to answer the call.
4.
Click Update at the bottom of the page to save changes. 0.
18.7 Caller ID Based Routing
Use the Caller ID of the incoming call to a User extension to determine the call route.
1.
Click on the View Call Routes link, next to the User extension that is adding
a Caller ID-based route (See figure above).
2.
Click the add new Call Route link next to the presence that is to be
configured.
3.
Choose the radio button for either external or internal calls.
4.
Enter the phone number with area code in the text box, for calls from external
numbers or choose the extension from the drop-down menu for calls from
internal extensions.
5.
Use the other procedures (e.g. Basic Routing) to develop the intended route
for the call.
6.
Click Update at the bottom of the page to save changes. 0.
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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18.8 Hot Desk Routing
Hot Desking permits users to log into shared phones, receive their calls on that phone,
and place calls with their caller ID. Users can initiate the login using a Hot Desk PFK or
by selecting the Hot Desk Login option from the phone’s Config menu.
Users can add Hot Desk destinations manually or automatically to user call routes. If
none are present when the user Hot Desks into a phone, then Hot Desk destinations
are added as the first connection attempt to all Presence call routes.
18.9 Business Schedule Mode Routing
The Allworx Server Administrator can assign system (non-user) Extensions a Business
Schedule and configure the extension to follow one call route when the Schedule is in
Day Mode and another call route when the Schedule is in Night mode. (See Chapter
25 Business Schedules for more information.
To configure a Business Schedule that defines the Day Mode and Night Mode
hours for this System Extension:
Follow the Basic Routing procedure; see Chapter 25 Business Schedules to set up the
Day Mode call route for the extension. Once the Extensions page displays, select the
View Call Routes link (See Figure 16) for the System (non-user) Extension.
1.
Click the Modify link in the Extension Information section.
2.
Choose the Schedule in the drop-down list that has been configured for
routing calls to this extension.
3.
Check the Use different call routes for Day and Night modes checkbox,
and then select the Update button.
4.
Click the Modify link in the Night mode section. Use the preceding
procedures to define the intended route for the extension during Night hours.
5.
Click Update at the bottom of the page to save changes.
0.
18.10 Changing a User’s Presence Setting
18.10.1
Changing Presence via the Web Admin Page
Although users can change their own presence setting, the System Administrator can
change a user’s presence by going to the Business > Users page, clicking on the
Modify link of the user, and changing the User Presence setting
18.10.2
1.
Changing Presence via the My Allworx Manager
Open a web browser and enter the Allworx server’s LAN IP address into the
address field.
Default: http://192.168.2.254
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2.
Click Login. An Allworx username and Message Center password are
required to again access to the call routing features.
3.
Select the My Presence tab.
4.
Choose the appropriate presence and then select the Change Presence
button. 0.
To change the presence settings on an Allworx IP phone, see the phone User Guide
for more information.
To change the presence settings using the Reach Application, see the Reach User
Guide for more information.
To change the presence settings using the Allworx Message Center, See the Allworx
User Guide for more information.
18.11 Speed Dial Numbers
The system supports 50 three-digit speed dial numbers (*250 through *299) and 1000
five-digit speed dial numbers (*24000 through *24999).
To add a new speed dial number:
1.
Navigate to Phone System > Speed Dial. The Speed Dial Numbers page
displays.
2.
Click the add new Speed Dial Number link. The Speed Dial input page
displays.
3.
Select a Speed Dial Number from the drop-down list.
4.
Type a description in the Description field.
5.
Type a number in the Number to Dial field. Use one of the number formats
described in the TIP box. If you make a mistake, click the Start Over button
to clear the fields.
6.
Click the Add button to save changes. The Speed Dial Numbers page
displays.
7.
Repeat for any additional speed dial numbers. 0.
To modify an existing speed dial number:
1.
Navigate to Phone System > Speed Dial. The Speed Dial Numbers page
displays.
2.
Click the Modify link in the speed dial number line. The Speed Dial
information page displays.
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3.
Make the appropriate updates. If you make a mistake, click the Start Over
button to reset the fields to the original information.
4.
Click the Update button to save changes. 0.
To delete a speed dial number:
1.
Navigate to Phone System > Speed Dial. The Speed Dial Numbers page
displays.
2.
Click the Delete link in the speed dial number line. The Speed Dial
information page displays.
3.
Click the the Delete button to confirm or the Cancel button to abort the
deletion. The Speed Dial Numbers page displays. 0.
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19 Follow-Me-Anywhere
Follow-Me-Anywhere Calling enables routing inbound calls to an external number
within call routes. If the call is rejected or unanswered then the inbound call will
continue along the defined call route. Previously, external numbers were only enabled
to be at the termination of the call route (the Finally attempt), which limited the routing
destination of the call if the recipient did not answer. (See Follow-Me on page 152 , for
more information).
When users receive a Follow-Me-Anywhere call on their external phone (e.g. cell
phone, home phone), they hear a prompt that identifies the source of the call and how
to accept the call.
To configure the content of the prompt and the acceptance method for user
extensions:
1.
Navigate to Business > User page. Find the user and click the Modify link in
the action column.
2.
Locate the Follow Me Calling section, and check the appropriate check
boxes.
If both checkboxes are checked, the prompt for calls to the user’s extension:
“Call for (user) from (caller). To accept, enter your password followed by the
pound sign.”
3.
Note:
Click Update at the bottom of the page to save changes. 0.
System extensions that use Follow-Me-Anywhere will receive the default prompt:
“A call is being forwarded to you from an Allworx system. Press one to accept the
call.”
The recipient of the call can consult another employee or transfer the caller to any
extension (user, system or remote site) in the Allworx System.
19.1 Consult
1.
Press *# to obtain a dial tone while placing the caller on hold.
2.
Dial the extension of the person that is to consult.
3.
Press *# to end the consultation and return to the caller. 0.
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19.2 Announced (Attended) Transfer
1.
Press *# to obtain a dial tone while placing the caller on hold.
2.
Dial the extension to transfer the caller is to.
3.
Talk to the new recipient.
4.
Hang up to complete the transfer. 0.
19.3 Unannounced (Blind) Transfer
1.
Press *# to obtain a dial tone while placing the caller on hold.
2.
Dial the extension to transfer the caller is to.
3.
Immediately hang up to complete the transfer. 0.
19.4 Quick Transfer
While active on a call, the recipient can blind transfer the caller to their primary phone
using *7.
To designate a Primary Phone:
1.
Navigate to the Business > Users page. Find the user and click the Modify
link in the action column.
2.
Locate the Follow Me Calling section, and check the appropriate check
boxes.
3.
Select a handset from the Primary Phone drop down menu under the Follow
Me Calling section (See figure above).
The Primary Phone choice is independent of the user’s regular phone
assignment and call routing. It can be any phone in the system.
4.
Note:
Click Update at the bottom of the page to save changes. 0.
The consult and transfer features will not work if connecting any of the parties via
a SIP Trunk or SIP Gateway.
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20 Voicemail Notification & Escalation Message Alerts
Voicemail Notification & Escalation Message Alerts send SMS text messages to cell
phones and/or email addresses when a leaving voice message in a specified voicemail
inbox on the Allworx System.
The SMS text messages provide the following information:
•
Allworx username associated with the voicemail inbox.
•
Caller ID name and number of the caller who left the voicemail (if available).
•
Date and time the voicemail inbox received the voicemail.
•
Length of the recorded message.
•
Current amount of new voicemails in the voicemail inbox.
Note:
The SMS text messages are sent via the Allworx SMTP server, which requires a
valid network path from the Allworx to the destination mail server through the
Internet.
20.1 Notification Mode
Voicemail Notification will send the recipient(s) an alert every time the voicemail inbox
receives a new voicemail.
To configure voicemail Notification alerts:
1.
Navigate to the Business > Users page. Find the user and click the Modify
link in the action column.
2.
Locate the Voicemail Notification and Escalation section, and enable the
Notification Mode radio button.
SMS Email Messages – The address of the recipient(s) that are to alert when
there is a new message in the voicemail inbox. Only one entry per field,
therefore a message alias may be used to send alerts to multiple recipients.
The following are acceptable entries:
Note:
3.
•
Username
•
Message Alias
•
Email address
•
Cell phone number with service provider SMS text message domain (e.g.
7165552000@txt.att.net)
Service provider domains can be found at: www.notepage.net/smtp.htm (Check
with the Service Provider for more information).
Click Update at the bottom of the page to save changes. 0.
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20.2 Escalation Mode
The Voicemail Escalation feature distributes message alerts repeatedly until meeting a
set number of retries or until retrieving any voicemail message. The system organizes
recipients into levels so that after a specified number of message alerts are sent to the
recipient(s) at one level, the alerts to the recipient(s) at the next highest level begin.
To configure voicemail Escalation alerts:
Navigate to the Business > User page and enable the Escalation Mode radio button.
Option
Description
Level
The order for alerting recipients a caller left a message in the
voicemail inbox.
SMS Email Messages
The address of the recipient(s) that are to alert when there is a new
message in the voicemail inbox. Only one entry per field, therefore a
message alias may be used to send alerts to multiple recipients.
The following are acceptable entries:
•
Username
•
Message Alias
•
Email address
•
Cell phone number with service provider SMS text message
domain (e.g. 7165552000@txt.att.net)
Note: A list of service provider domains can be found at:
www.notepage.net/smtp.htm (Check with the Service Provider for
more information).
Notification Period
The time elapsed before sending another SMS message to
the recipients identified in the Level option.
Maximum Retries
Maximum number of messages sent to the recipients of the level
before the message alerts proceed to the next level of the table. This
does not include the initial SMS message. Therefore, the system
sends the recipients one more message than the entered value.
Note: Escalation message alerts stop after sending the maximum
number of messages to the last populated level in the table.
Continue Notifications
Recipients continue to receive message alerts in conjunction with
the next level or levels once escalation occurs.
Example:
A doctor’s office has an “on call hours” voicemail box. When leaving voicemail
messages in this box, the system sends the notification to the assigned doctor to
answer after hour emergencies. If the doctor does not retrieve the call within X
minutes, the system sends an escalation message to the next set of backup doctors.
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21 Key System Behavior
The Allworx Server Administrator can configure the Allworx server and Allworx IP
phones to behave like a Key System.
Example Configuration
Requirements
An insurance agent called Best Insurance is provisioned with 3 CO lines.
The office is staffed by five employees, each having an Allworx phone. The
system will behave like a Key System with a PFK on each phone mapped
to each of the CO lines. Using the PFK, each user will be able to monitor
and directly answer each of the CO lines. If not answered, an incoming call
should ring 6 times before routing to a central (not individual user)
voicemail for the office.
Configuration
Create a generic user on the system to receive the central voicemail for
the office. Call the user “Best Insurance”.
Create a system extension to route all incoming calls. Set up the call route
so that it has one connection attempt with Key System Ring Delay so the
Call Appearance (phone) that will ring 6 times. Configure the call route
Finally clause to transfer to voicemail for user “Best Insurance”.
For each CO line, check the Enable Line Appearance checkbox on the
Phone System > Outside Lines > Modify page. Configure the call route for
each CO line so all calls go to the created system extension.
For each Allworx phone, configure a Line Appearance PFK for each CO
line. See Chapter 11 Configuring Allworx IP Phones.
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22 Direct Inward Dialing (DID)
Direct inward dialing (DID) is a service offered by a local telephone company that
provides a block of phone numbers for calling into a PBX without requiring a physical
line for each number. In cooperation with the PBX, map each number to a PBX
extension. Each PBX user has a unique outside number used to ring the user’s phone
directly, rather than directing the incoming call to an Auto Attendant.
There are three steps to configuring the Allworx server for DID service:
1.
Create a DID block.
2.
Configure the call routing plan for the DID block.
3.
Create a DID line for each DID trunk line plugged into the server. 0.
To create a DID Block:
1.
Navigate to Phone System > Outside Lines.
2.
Go to the Direct Inward Dial Blocks section, and click the add new DID Block
link.
3.
Enter the Starting Phone Number and Total number of phone numbers in the
DID Block fields as specified by the telephone company.
4.
Click Add when complete. 0.
Note:
If the site’s phone numbers are scattered over a range of numbers, you may
create DID blocks for each individual or grouping of phone numbers. However, it is
preferable to create a larger DID block that spans multiple DID ranges, even if
many of the numbers in the block are not being used. Doing so makes
management of the blocks easier. Also, since there is a limit to the number of DID
blocks that can be assigned to any outside line (128 blocks per line), combining
DID numbers into larger blocks will avoid reaching this limit.
To configure a Call Routing Plan for the DID Block:
1.
Create the DID block.
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2.
Navigate to Phone System > Outside Lines and look at the Direct Inward
Dial Blocks section to find the name of the routing plan associated with the
block.
3.
Locate the Routing Plan, and click the Details link in the action column. 0.
The routing plan specifies a mapping for each DID phone number to an
Allworx server extension. The plan also permits entry of a Dialed Number
Identification Service (DNIS) name for each phone number. The DNIS name
displays on the recipient’s Allworx phone. If there is no DNIS name entered,
the originally dialed number display on the phone. The system uses the
Default Extension as the mapping for any unassigned phone numbers to an
extension.
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23 Emergency Support
23.1 Emergency Dial Plan
Important:
By default, when servers are in the default configuration in PBX mode, users must
dial the external line access digit before the emergency phone number (i.e. 9 911),
in order to connect an emergency call. The Allworx Server Administrator can
configure servers to permit users to dial the emergency number without having to
dial the outside line access digit.
To enable direct dialing of emergency numbers:
1.
Navigate to Phone System > Dial Plan.
2.
Locate the External Dialing Rules section.
3.
Click Modify on the table with a Type of Emergency.
4.
Check the Dial Direct box. Change the Emergency Dialed Number and set
the Service Group, if they not correct.
5.
Click the Update button. 0.
23.2 Emergency Handset Caller ID
The Allworx Server Administrator can assign an Emergency Caller ID (CID) number to
each Allworx handset. When dialing an emergency number from the handset, the
Emergency CID passes to the emergency call center instead of the normally used CID.
For those employees who are not located at the main site, the properly configured
Emergency CID will help the emergency call center identify the location of the handset
that placed the call.
Caution:
Setting Emergency Caller IDs for placing emergency calls on a CO line will not
work. The Emergency CID will not override the Caller ID of the CO line.
Caution:
If you are using SIP trunks or PRI lines, check with your provider to determine
what Caller ID numbers they will accept, if any, or to have them configure
additional phone numbers to use as caller IDs for emergency calls. After setting
up Emergency Caller ID numbers on the Allworx server, test every number by
calling the emergency phone number (e.g. 911). Use a phone that configured to
use that caller ID to ensure that the emergency calls are connected, are routed to
the correct emergency call center, and the call center can independently
determine the location of the handset from the placed call. Be sure to tell the call
center that these test calls are non-emergency calls, and that you are testing your
phone system.
In order to configure Emergency Caller IDs for specific handsets, define an Emergency
Caller ID, and then assign it to the handsets. Give each Emergency CID a Location
name and associate each with a Service Group for use when placing an emergency
call. When choosing “Use External Dialing Rules” as the Service Group, the system
selects the outside line or Service Group based on the area code of the Emergency
CID number.
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23.2.1
Add Emergency Caller ID Numbers
To add Emergency Caller ID numbers to the Allworx system:
1.
Navigate to Phone System > Emergency CID.
2.
Go to the Emergency Caller ID Numbers section, click the add new Caller ID
Number link.
3.
Enter the Caller ID number and Location in the appropriate fields. Use a
descriptive name for the location of the handset(s) that will use this Caller ID.
4.
Choose a Service Group from the drop-down list.
5.
Select the Add button. 0.
Assign the configured Emergency Caller IDs to handsets using any of three different
methods: through the server Admin page, through the handset Admin page or from the
handset’s CONFIG menu. Users can assign A Caller ID/Location to more than one
handset.
Note:
Assigned Emergency Caller IDs via a phone’s Admin page or its CONFIG menu
will override the CID number for the handset, if assigned on the server.
From the server Admin page:
1.
Navigate to Phone System > Emergency CID. The page displays all
handsets on the system in the table under the Handset Emergency Caller ID
Number Assignments section.
2.
Click the Modify link.
3.
Select a Caller ID Number from the drop-down list.
4.
Click Update. The table will display the Emergency CID, Location and
Service Group assigned to the handset. 0.
Note:
When assigning an Emergency CID number to a handset from the server’s Admin
page, the Caller ID number does not display on the phone’s Admin page or under
the CONFIG menu.
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From the phone Admin page:
1.
Navigate to Phone System > Handsets. Locate the specific handset, and
click the link with the IP address. This opens an Allworx System
Administration window.
2.
Log onto the handset Admin page.
3.
Navigate to the Configuration > Preferences page and then select the
Modify link. Locate the Emergency Caller ID Number, and enter a new or
existing CID number in field
4.
Click Update. A phone reboot is required to display the changes on the
server’s Admin page. 0.
From the handset CONFIG menu:
1.
Press the CONFIG softkey, and use the UP/DOWN Arrow buttons to scroll
through the menu.
2.
Highlight PREFERENCES and press the SELECT button.
3.
Use the UP/DOWN ARROW buttons to select the Emergency Caller ID
Number option and press the SELECT button.
4.
Enter the Emergency Caller ID number and press the SELECT button
5.
Press the EXIT soft key repeatedly until Save to Flash displays.
6.
Press the YES soft key.
7.
Reboot the phone 0.
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23.2.2
Emergency CID displayed on Admin page
When adding a new Emergency Caller ID number via a phone’s Admin page or
CONFIG menu, the system creates an Emergency CID entry in the Emergency Caller
ID Numbers table on the server’s Admin page and displays in green text. Navigate to
Phone System > Emergency CID to see if the Emergency CID was set on any
handsets. The system uses the Description of the handset as the Location and the
Service Group is set to ‘All Trunk Devices’.
Select the show details link to see the previously assigned Emergency CID (if any) for
each handset. To return to the previous Emergency CID assigned, delete the Caller ID
number using the phone’s Admin page or CONFIG menu.
23.3 Delete an Emergency Caller ID
Users can delete Emergency CID numbers by clicking on the Delete links. However,
users cannot delete Emergency CIDs that have handsets assigned to them. Therefore,
assign all handsets to another CID prior to deletion.
23.4 Emergency Alerts
The 911 Alert feature sends audible and visual alerts to designated handsets
immediately after an emergency call is made from any local or remote handset.
Additionally, the Allworx system supports email and SMS message notification of
emergency calls.
To configure handsets to receive 911 alerts, assign an Emergency Alert PFK. When
placing an emergency call from a handset on the system, handsets with the PFK will
produce an audible beeping and display:
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•
Owner of the handset which placed the call
•
Station number of the handset the call originated from
•
Date / time of the call
Status
Pressing the PFK
Active Alert
Acknowledges the alert, silences the audible beep and removes
the alert information from the display screen.
Inactive Alert
Retrieve information of the last alert stored on the handset.
Rebooting the handset
Removes stored alert details from the handset.
The Allworx system will automatically acknowledge active alerts by silencing the
beeping on all handsets after 10 minutes and by removing alert information from each
handset display screen after 60 minutes. If additional emergency calls are placed from
other handsets within 15 seconds, the new alerts will be ignored. The next emergency
call placed after the 15 second time period will be stored on the handset and will be
displayed once the user or system acknowledges the first alert. The user can
acknowledge an alert by pressing the PFK or CLEAR soft key.
Emergency alerts will supersede any handset functionality (e.g. placing/receiving a
call, logged into message center), except when the user of the handset is in an admin
menu (e.g. viewing directory, CONFIG menu settings, changing presence setting). In
this case, the PFK will blink. Once the user exits the menu screens, the hand
propagates the alert’s audible beeping and information.
Note:
Calls do not disconnect when an Emergency alert is propagated to the handset.
23.5 Emergency Call Email Notifications
The Allworx Server Administrator can configure the Allworx system to send out text
notifications to email and SMS accounts when an emergency call is placed. The
notifications include the user assigned to the handset (station number, for unowned
handsets) and the date / time of the call.
To enable Emergency Call Email Notifications:
1.
Navigate to the Phone System > Dial Plan page.
2.
Go to the External Dialing Rules section, and then go to Emergency Call
Email Notifications are not enabled.
3.
Click the Modify link, and the Modify Email Emergency Call Notification page
displays.
4.
Check the Enable Email Notifications of Emergency Calls, and then enter the
recipients of the notifications in the text fields. Valid entries include username,
message alias, email address, and SMS address (cell number and domain).
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5.
Click Update. The Dial Plan displays.0.
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24 Call Supervision
Accomplish the Call Supervision through a PFK configured on the supervisor’s Allworx
phone. Program the PFK for Barge in, Silent Monitor or Whisper Mode. In addition,
enable the agent’s phone for supervision by modifying the Call Supervision setting of
the agent’s Handset Preference Group.
To initiate supervision, the supervisor presses the Call Supervision PFK and enters the
agent’s extension. If the supervisor has a BLF PFK for the agent, press the Call
Supervision PFK followed by the BLF PFK to initiate the session. There is no indication
on the agent’s phone that supervision is in progress.
•
Barge in – Once the call is connected, both participants in the call hear anything
the supervisor says. The supervisor can transition to silent monitoring by
pressing the Mute button on the phone.
•
Whisper (Allworx 9202E and 9204 handsets only) – Sounds from the supervisor’s
phone are only heard by the agent and are not heard by the other participant.
The supervisor's MUTE button controls audio going to the agent. The supervisor
will not be able to initiate two-way communications with the other participant.
•
Silent Monitor – Either party in the call does not hear sounds from the
supervisor’s phone. The Mute button on the supervisor’s handset is enabled and
is lighted red. The supervisor can speak to the participants of the monitored call
at any time by pressing (disabling) the Mute button.
Important Notes
•
The supervision call terminates when the original call ends.
•
The supervision call terminates if the agent parks the call or puts it on hold.
•
The supervisor can put the call on hold without terminating the supervision call.
•
The supervisor cannot park or transfer the call to another phone.
•
The supervisor can conference in another participant.
•
The new conference participant must press their MUTE button to maintain the
silence when in Silent Monitor mode. Otherwise, the participants will hear
anything spoken.
•
The agent will not be able to conference-in another party while the supervision
call is in progress unless the agent is using an Allworx 9204 phone. The agent
cannot initiate a conference during a supervised call in Whisper mode.
•
The agent will not be able to record a call using Allworx Call Assistant during a
supervised call unless the agent is using an Allworx 9204 phone. The agent
cannot record a call during a supervised call in Whisper mode.
•
The Call History on the agent’s handset will not have any record of that call.
•
The supervised calls appear as normal calls between stations in the server’s Call
Detail Records.
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•
The original call and supervised call displays as separate calls in the Live Calls
and Call Assistant Active Calls tab.
•
Whisper mode requires that the agent have an Allworx 9202E or 9204 Phone.
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25 Business Schedules
Use Business Schedules to control playing the greetings for callers to the Auto
Attendants based on the time of day, and to switch between Day and Night call routes
for System Extensions. A Schedule consists of defined daily periods and their
associated Day/Night Modes and Auto Attendant Greeting Names. The Allworx Server
Administrator can define multiple schedules and configure each Auto Attendant or
System Extension to follow any one of the Schedules you define.
In order to use Schedules to control Auto Attendant Greetings, perform the steps
below. This document provides background and details in later sections.
To assign greetings:
1.
Navigate to Business > Schedules > Greetings.
2.
Click + by Greetings, and then click the modify link.
3.
Assign a meaningful description to each of the nine numbered greetings (e.g.
Open, Closed, Lunch, 3-day weekend) or number.
4.
Click Update to save the changes. 0.
To create a weekly and holiday time schedule:
If assigning Auto Attendants to different departments or businesses that have different
schedules, you can create a different schedule for each Auto Attendant.
1.
Navigate to Business > Schedules.
2.
Click + by Schedule 0: Default, and then click copy. A new schedule displays
in the list.
3.
Click the modify link, and update the schedule description.
4.
Update the Mode/Greeting Control from the drop-down list; see
Automatic/Manual Control on page 174.
5.
Click Update to save the changes. 0.
If the Automatic schedule is selected, a daily calendar opens to assign Start,
End, Mode, and Greeting requirements, see Greetings on page 177.
Each Auto Attended and Business Schedule can use up to nine (9) different
greetings. The greetings are numbered 0 – 8. Greeting 0 has a fixed name of
“Open” and Greeting 1 has a fixed name of “Closed”. You can assign names
of your choosing to the other greetings (2 through 8). To assign greeting
names navigate to Business > Schedules. Click Modify in the Greetings
section.
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While all Schedules and Auto Attendants share the same nine greeting numbers and
names, each Auto Attendant can have its own version of the greeting audio. For
example, the Auto Attendants are assigned to different departments, Auto Attendant 1
is to be used for Support that opens at 8:00AM and Auto Attendant 2 is for Sales that
opens at 9:00 AM. When recording the greeting for use during the night, both can use
the Closed Greeting (Greeting 1) but the recordings for the departments can be
different. Auto Attendant 1’s Closed greeting can say that Support will be opening at 8.
Auto Attendant 2’s Closed greeting can say that Sales will open at 9.
In this way, each Auto Attendant can have nine unique recordings for each of the nine
standard Greetings. If all nine Auto Attendants are in use, they can have a total of 9 x
9 = 81 audio greeting files.
Note:
The system supports playing additional messages. See Recording Auto Attendant
Greetings and Messages on page 183 for additional information on Auto Attendant
messages.
25.1 Automatic/Manual Control
The purpose of Business Schedules is to change Modes and Greetings automatically,
based on the Allworx server’s system clock. It is possible to disable the automatic
control and manually change Modes and Greetings.
To switch to manual control:
1.
Navigate to Business > Schedules, and go to the Schedule you are
configuring.
2.
Click the modify link, next to Mode/Greeting Control for the Schedule you
are configuring and choose Manual from the drop-down list box.
3.
Click Update to save the changes. 0.
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Once configured for manual control, the Allworx Server Administrator can change the
Modes and Greetings for the Schedule using either of the following options:
•
Admin Control: To change: log into the Admin page, navigate to Business >
Schedules page, and locate the Schedule you want to modify. Click + to open
the schedule, and click the modify link next to the “Schedule is currently set to”
line at the top of the Schedule.
•
Define a Schedule PFK on a handset. To change: the user of the handset can
press the PFK to set the Mode and Greeting. See Programmable Function Keys
(PFKs) on page 83 for more information.
Sales Schedule
Select Mode:
Day
Night
Sales Schedule
Select Greeting:
Open
Closed
Lunch
Note:
25.1.1
Even if configuring the Schedule for automatic control, use a Schedule PFK to
override the current Mode and Greeting. If overridden, control of the Mode and
Greeting will returned to the Schedule when the next defined time period begins.
Assigning Schedules
If selecting the Manual schedule, the user must set the mode/green via the handset's
schedule PFK.
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To assign a schedule to an Auto Attendant:
1.
Navigate to Phone System > Auto Attendants, locate the Auto Attendant
that needs modification, and click the modify link.
2.
Assign the schedule that you created for the Auto Attendant.
3.
Click Update to save the changes.
4.
Record each greeting using a handset, see Recording Auto Attendant
Greetings and Messages on page 183, or import the audio greetings for that
Auto Attendant that corresponds to the greeting(s) that you assigned to that
schedule in Step 2. E.g. For Customer Support’s Auto Attendant, create
recordings for:
5.
•
Open: “If you have billing questions, press 1 now …”
•
Closed: “Customer Support is now closed and will reopen at 8 am …”
•
Lunch: “We are closed for lunch and will return at 1 PM …”
•
3-day Weekend: “We are closed and will reopen Tuesday Morning at
8AM.”
Repeat steps 2 through 5 for any additional Auto Attendants that require a
different schedule than the first one.
The steps above will change the audio recording that an incoming caller hears to be
the appropriate one for the time of day. 0.
Use Schedules to control the routing of System Extensions. For example, an extension
that normally rings a group of users during the day can be set to go directly to
voicemail at night. Perform the following steps to accomplish this:
1.
Navigate to Business > Schedules to create a weekly and holiday schedule
to use for an extension. If the schedule matches an existing one, you can use
that and do not have to create a new one. The number of schedules that can
be created is not limited so you can have a different schedule for each
System extension.
2.
Assign a Mode of Day or Night for each time period in the schedule,
3.
Navigate to Phone System > Extensions, and locate the System (non-user)
Extension.
4.
Click the Video Call Routes link and go to the Extension Information section.
Click the Modify link. In the configuration for the System Extension, assign
the schedule that you are using for that System (non-user) Extension.
<Phone System > Extensions>
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5.
Check the box for Use different call routes for Day and Night Modes, and
click Update to save changes. The Day Mode and Night Mode configurations
display.
6.
Click the Modify link to define the Day and Night call routes for the extension.
For instance, the Day call route will ring the user group and the Night call
route will go to voicemail.
7.
Click Update to save the changes.
8.
Repeat steps 1 through 5 for any additional System Extensions that require
Schedule-based routing. 0.
25.2 Greetings
Each Auto Attendant and Business Schedule can use up to nine (9) different greetings.
The greetings are numbered 0 – 8. Greeting 0 has a fixed name of “Open” and
Greeting 1 has a fixed name of “Closed”. You can assign names of your choosing to
the other greetings (2 through 8). To assign greeting names navigate to Business >
Schedules. Click Modify in the Greetings section.
While all Schedules and Auto Attendants share the same nine greeting numbers and
names, each Auto Attendant can have its own version of the greeting audio. For
example, the Auto Attendants are assigned to different departments, Auto Attendant 1
is to be used for Support that opens at 8:00AM and Auto Attendant 2 is for Sales that
opens at 9:00 AM. When using the recorded greeting during the night, both can use
the Closed Greeting (Greeting 1) but use different recordings for the departments.
Auto Attendant 1’s Closed greeting can say that Support will be opening at 8. Auto
Attendant 2’s Closed greeting can say that Sales will open at 9.
In this way, each Auto Attendant can have nine unique recordings for each of the nine
standard Greetings. If all nine Auto Attendants are in use, they can have a total of 9 x
9 = 81 audio greeting files.
Note:
The system supports playing additional messages. See Recording Auto Attendant
Greetings and Messages on page 183 for additional information on Auto Attendant
messages.
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25.3 Creating and Modifying Schedules
The system defines a default Business Schedule (Schedule 0) at installation that users
cannot delete. The pre-configuration is Open Monday through Friday, 8:00 – 5:00.
Greeting 0 is assigned for the Open times. The system designates all other hours as
Closed during which Greeting 1 for use.
To view the details of Schedule 0:
1.
Navigate Business > Schedules, and click + next to Schedule.
2.
Click the modify link for any day of the week. You may change Start and End
times, add new periods or holidays, assign Modes (See Call Routing Modes
on page 180), and assign Greetings (See Greetings on page 177). 0.
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You can save steps by modifying one day and copying the changes to other days
within the same Schedule. Click the copy link and choose the days that will use the
same periods.
Create new schedules by copying existing ones (e.g. copy Schedule 0 to create
Schedule 1). Click the Copy button next to any Schedule’s heading and the system
creates a new Schedule to modify for its intended use.
The Allworx Server Administrator can copy all of the holidays from one Schedule may
to other Schedules. This is useful when setting up holidays with new dates for a new
year when you already have several Schedules defined. To avoid having to manually
update each Schedule with the holiday changes, update one of the Schedules, and
then click its copy holidays link. The system presents a list of checkboxes for all of the
defined Schedules.
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25.4 Call Routing Modes
Assign one of two Modes (Day or Night) to each period in the Schedule. Use the mode
to control the routing of calls to System Extensions (See Business Schedule Mode
Routing on page 154). Assign a Schedule to any system extension, and then configure
separate Day and Night call routes for the extension. Route calls to the extension
based on the current Mode for the assigned Schedule.
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26 Auto Attendants
Auto Attendants answer incoming calls automatically and help direct callers to the
person or department they want. Callers can listen to a list of services and decide
which one best suits their need, use the dial by name option to connect to an
employee directly, or listen to the company phone directory for the extension of an
employee.
You can set up from 1 to 9 Auto Attendants depending on customer needs. Each Auto
Attendant can be assigned to one or more CO Lines, DID Lines, SIP Proxies, SIP
Gateways, or Digital Lines. For example, one Auto Attendant can be used to answer
calls for Sales and another for Support. In this case, route the Sales phone number to
the first Auto Attendant and the Support phone number to the second.
Greetings can be recorded for each Auto Attendant and the greetings can be
configured to change, depending on the time of day.
26.1 Configuring an Auto Attendant
1.
Navigate to Phone System > Auto Attendants.
The system numbers the nine Auto Attendants as 431 to 439†. The list of
Auto Attendants shows the attributes assigned to each one.
2.
Click the Modify link for the Auto Attendant to configure.
Field
Description
Schedule
Options
N/A
List of Business
Schedules
Prompt/Description (if applicable)
Enter description of the Auto Attendant
Choose the Schedule you have created for
switching greetings
Include Remote Users
enabled
disabled (default)
For Multi-site networks. Enable this to include
users from other sites in Dial-By-Name
Dial-By-Name Menu (#1)
disabled
enabled (default)
Enables callers to type the spelling of a user’s
name based on the setting in the Dial-By-Name
Spell Option field
Dial-By-Name Prompt
Dial-By-Name Spell Option
do not play
play (default)
spell first or last name
spell last name
spell first name
Prompt: Press #1 to dial by name.
Select the spelling method for the Dial-ByName option
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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Dial-By-Directory Menu (#2)
Dial-By-Directory Prompt
Dial-By-Director List Order
disabled
enabled (default)
do not play
play (default)
list in extension order
list in name order
Enables the caller to listen to a list of users and
their extension and then enter an extension.
Note: Dial-By-Directory will automatically be
disabled if there are more than 50 users
assigned to the Auto Attendant
Prompt: Press #2 for a listing of all users and
their extensions.
Note: Dial-By-Directory will automatically be
disabled if there are more than 50 users
assigned to the Auto Attendant
Controls the order in which the directory is
spoken
Dial It Now Prompt
do not play
play (default)
Prompt: If you know your party's extension you
may dial it now.
End Call Prompt
do not play
play (default)
Prompt: Press 9 or hang up to end your call.
Repeat Options Prompt
do not play
play (default)
Prompt: Press * to listen to these choices again.
Speed Dial Numbers
Allowed
not allowed (default)
(support for dialing 350-399, 34000-34999†
from main menu)
(listed as *250-*299 AND *24000-*24999)
The Allworx Server Administrator can configure the Auto Attendant to enable
dialing digits 0 through 9 as single-digit Menu Shortcuts. Dialing the digit
transfers a caller to a designated extension or another Auto Attendant. Select
an extension in the drop-down menu for the corresponding digit. The default
assignment is ‘0 – operator’ †.
3.
Click Update to save the settings. 0.
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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26.2 Recording Auto Attendant Greetings and Messages
In addition to the built-in prompts, Auto Attendants play either built-in or site-specific
greetings. Users can record the greetings offline, and then import the greetings into the
system See Importing Greetings and Messages on page 187 for more information. As
an alternative, users can record greetings using their phone through the Message
Center. Users can record nine (9) greetings and one (1) custom message for each
Auto Attendant. The greetings, messages, and prompts are played in this order:
•
Business Schedule Greeting – based on the current time of day (See Greetings
on page 177).
•
Custom Message (This does NOT change based on the Business Schedule)
•
Other selected, built-in prompts.
Note:
When a routing caller to an Auto Attendant after playing all prompts, if the caller
presses * to hear the selections again, the Business Schedule Greeting is
skipped.
To record a new greeting or custom message:
1.
Dial the Message Center extension (404†).
2.
Log in using your extension and password.
Note:
If configuring the system for Dual Language Support, the new greetings and
messages will be associated with the current language in this Auto Attendant. To
record greetings and messages for an alternate language for use by this Auto
Attendant, switch languages before proceeding to the next step
3.
Press 9 to manage greetings, and then press 1 to manage Auto Attendant
greetings.
4.
Follow the prompts to record the greeting or custom messages for the
desired Auto Attendant.
5.
Press 1 to manage the greetings for the selected Auto Attendant.
a. Enter the number (1-9) of the greeting to record.
b. Press 2 to record a new greeting.
c. Record the new greeting and press ‘#’ when complete.
d. Press 1 to save the greeting. .
6.
Press 1 to record additional greetings or press 1 to go to the previous menu
to manage other Auto Attendants.
7.
Press 2 to manage the custom message for the Auto Attendant. 0.
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Greeting
Sample Script
Greeting 0
(Open)
Welcome to <your company name>, your best source for <product>.
Dial 1 for store hours and directions. Dial 2 for Sales. Dial 3 for Service. Dial 0 to
reach the operator.
Greeting 1
(Closed)
Welcome to <your company name>, your best source for <product>. We are currently
closed, but we will re-open at <opening time>. Our hours are <hours of operation>.
If you know your party’s extension, you may dial it now. You may also leave a
message in our general mailbox at extension <number>.
Custom
<Your company name> is the premier provider of <products>. We specialize in
<specialty>. Our latest product is . . .
26.3 Importing Auto Attendant Greetings and Messages
Import the off-line recorded greetings and messages onto the Allworx system as
electronic files. The files use a particular internal format and have a specific file name
format. The file names must use the following convention:
aa#x.snd, where:
'#' is the Auto Attendant number ‘1’ through ‘9’,
'x' is replaced with the Greeting number ('0' through '9') or 'c' for Custom Message.
(Use '0' for the Open Greeting, '1' Closed Greeting). For example, the filename for
Greeting 0 (Open) for Auto Attendant 2 is "aa20.snd".
26.4 File Format Conversion
Files must be Telephony, raw, mu-law (u-law), mono, 8-bits per sample, 8KHz sample
rate. There are a number of software applications exist to use to convert other formats
into the required format. The following procedure uses the sound editing application
Audacity (v1.3.14 Beta) to convert an mp3 file. Conversion of other formats is similar.
Audacity is a free, open-source application. The application and associated user
documentation is available at http://audacity.sourceforge.net:
1.
Open an mp3 audio file in Audacity.
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2.
Click Tracks > Stereo Track to Mono.
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3.
Change the Project Rate (Hz) value to 8000
4.
Click File > Export > Save as type. Select the Other uncompressed files
option.
5.
Name your file with an .snd extension and select Options.
6.
Change the settings:
•
Header: RAW (header-less)
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•
Encoding: U-Law
•
Then select the OK button.
7.
Click Save.
8.
Leave all fields blank, and click OK. 0.
26.5 Importing Greetings and Messages
Use FTP to copy files onto the Allworx Server. This document does not discuss FTP
file transfers.
To import the files:
1.
Navigate to the local folder where the converted greetings and messages are
located within the FTP program for the input folder.
2.
Navigate to //<Allworx Server LAN IP Address>/prompts (e.g.
//192.168.2.254/prompts) within the FTP program for the destination folder.
3.
Transfer the greetings and messages files to the prompts folder using Binary
transfer.
4.
Go to the Allworx server admin page, navigate to Phone System > Auto
Attendants.
5.
Click the manage link at the top of the page. The Manage Custom
Recordings page displays.
6.
Click Load for Primary Language custom recordings. The files are available
for use. 0.
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Note:
If the Dual Language Support feature, click Load for the language in which the
messages and greetings are recorded. See Chapter 30, Dual Language Support
for more information.
26.6 Assigning the Auto Attendant to an Outside Line
It is straightforward to select an Auto Attendant to associate with a particular outside
line. The default Auto Attendant determines this setting when selected in the
configuration of the outside line:
1.
Navigate to Phone System > Outside Lines, and click Modify next to the
outside line that you would like answered by the Auto Attendant.
2.
Go to the Call Route section, and verify that Auto Attendant is selected.
3.
Go to Default Auto Attendant; select the Auto Attendant you want to answer
incoming calls on this line.
4.
Click Update to save settings. 0.
Follow the same procedure for any of the outside lines, including SIP Gateways and
SIP Proxies.
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27 Call Monitors
Call Monitors are call routing destinations that enable one call to ring multiple phones.
Multiple calls can ring a single Call Monitor. Calls are answered in first in, first out
(FIFO) order.
Features of Call Monitors:
•
Ring multiple Allworx IP phones on the system with a single call.
•
Stack multiple ringing calls to a single Call Monitor extension.
•
Up to ten available Call Monitors.
•
Configure Allworx handsets for multiple Call Monitors.
•
Configure Allworx handsets for multiple occurrences of the same Call Monitor.
•
Configuring a Call Monitor
27.1 Modify Call Monitor Description
The description of the Call Monitors can be modified by navigating to Phone System >
Call Monitors, and then selecting Modify under Action. The system supports up to ten
Call Monitors. Press Update to accept the new description and return to the Call
Monitor screen.
27.2 Set up Call Monitor into Call Route
Call monitors are programmed into call routes via a selection on the call routing
configuration screen. To assign a Call Monitor to a specific extension or call route:
1.
Navigate to Phone System > Extensions.
2.
Click View Call Routes under Actions for the particular extension.
3.
Click Modify for the first Call Route.
4.
Click add a connection attempt, if none are available.
5.
Under First connection attempted (or any of the connection attempts), select
the applicable Call Monitor from the drop-down list and select the number of
rings.
6.
Press Update to save changes. 0.
Like all other call routes, Call Monitors can have multiple connection attempts and
terminate when the user hangs up, transfers to Auto Attendant, transfers to voicemail,
transfers to queue, and dials number, upon completion of connection attempts.
Note:
Users can program one or more Call Monitors into a call route.
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27.3 Call Monitor with an Allworx IP Phone
Configure the Allworx IP phones for the Call Monitor.
Configure the Allworx IP phone Programmable Function Keys (PFK) to display the
status of and answer a Call Monitor. All phones with a PFK define for a particular Call
Monitor will ring when a routing call to that Call Monitor.
To configure the PFK:
1.
Navigate to Phone System > Handset.
2.
Click the View Configuration link for the appropriate SIP Handset.
3.
Go to the Programmable Function Keys (PFK) section, and click Modify.
4.
Select Call Monitor from the drop-down menu for the targeted PFK.
5.
Click define for this Key under the Type heading, the following pop-up
displays:
6.
Select the applicable Call Monitor for the PFK from the Monitor drop-down
list, in the above example this is Monitor 0.
7.
Set the Ring Type from the drop-down list. This sets a unique ring so that the
user can distinguish Call Monitor calls from other calls to this phone.
8.
Click Done to complete the assignment.
9.
Click Update to save the new PFK setting. 0.
In addition, the Allworx Server Administrator can program an Allworx IP phone to
display:
•
Multiple Call Monitors per phone to track more than one Call Monitor.
•
Multiple occurrences of the same Call Monitor. This enables a user to take more
than one call at a time from the same Call Monitor, so avoid missing additional
calls while attending to the current call.
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27.4 Configuring Calls to Route to the Call Monitor
A call enters a Call Monitor when routed from a system or user extension. Therefore,
configuring the server so that inbound calls enter a Call Monitor is the same as
configuring it for any inbound call routing. Use the same features for the handling of
any inbound call to route a call to a Call Monitor:
Send the outside call to the Auto Attendant or route directly to the Call Monitor
extension.
If the call goes to the Auto Attendant, a menu short cut can be set up to route the call
to the Call Monitor extension.
See section18.2 Basic Routing in this document for information on setting up call
routes. Both user extensions and system extensions can be set up to route a call to a
Call Monitor.
Navigate to the Phone System > Auto Attendants. Go to the Auto Attendant you
want to configure, and click the Modify link.
Example 1: Call Routing to Auto Attendant and then Call Monitor
Requirements
The inbound call will come in to the Auto Attendant. The custom
Auto Attendant greeting will include, “For marketing, press 3.” When
the caller presses 3, the line will start ringing the Call Monitor key for
the marketing group’s phones.
Configuration
The inbound call will come in on an outside line. The outside line’s
call route is set to route calls to the Auto Attendant.
A system extension is created for a Marketing monitor on the first
connection attempt.
Configure a Call Monitor Programmable Function Key for each of the
marketing group’s phones.
An Auto Attendant custom-recorded greeting tells the callers to
press 3 to reach marketing group.
An Auto Attendant menu shortcut is configured so that digit 3 calls
the Marketing group extension.
Example 2: Call Routing to Call Monitor and then Transfer to a Call Queue
Requirements
The inbound call will ring directly to a Support Call Monitor. If not
answered, the call transferrs to the Customer Support queue.
Configuration
Create a Customer Support system extension using the Support Call
Monitor on the first connection attempt and that will then transferred
to the Customer Support queue.
The inbound call will come in on an outside line. The outside line’s
call route is set to route calls directly to the Customer Support
system extension.
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28 Parking Orbits
Use Parking Orbits to place a call on system wide hold via a specially designated
extension number so that any other handset in the system can pick up the call. For
example, you can park a call from your office, then walk to another location in the
building and retrieve that call at the new location. Parking is also useful when used in
conjunction with Overhead or Zoned Paging such that another party may retrieve a call
you have just parked.
The Allworx server supports parking up to 59 calls at one time. Each parked call is
held in a Parking Orbit at an extension between 701 and 709† and 4950-4999†. When
parking call, the system assigns the lowest available Parking Orbit number.
Servers in a Multi-site network can permit users at other sites to retrieve calls parked
in its Parking Orbits. To enable this, the server must participate in Multi-site Parking
Orbits. All sites that participate will share 150 Multi-site Parking Orbits at extensions
between 4800 and 4949†.
The Allworx Phone Guide describes placing and retrieving a call from a Parking Orbit.
See the Advanced Multi-site Setup Guide for information to configure and release
Multi-site parking.
28.1 Configuring Parked Call Timeout
To configure the Call Parking Orbits:
1.
Navigate to Phone System > Call Park. The Call Park page displays.
2.
Click the modify link, and the Call Park dialog box displays. The default
Timeout duration is 600 seconds and the After timeout call routing is
Transfer caller to extension 400 - Default Auto Attendant.
3.
Update the Timeout (seconds) fields, and click the radio button to select an
After timeout: option.
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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Timeout (seconds) – enter a time from 10 to 3600 seconds that the call is in
the parking orbit before the system sends a notification of the parked call.
After timeout: Transfer caller to handset that parked call, on busy select an alternative extension in the drop-down list. This option routes the
call to the selected extension, if the handset that parked the call is busy.
After timeout: Transfer caller to extension – select an alternative
extension in the drop-down list. This option routes the call to the selected
extension.
4.
Click Update to save changes. The Call Park dialog box displays. 0.
28.2 Configuring Parking Orbits PFKs
Parking Orbit PFKs monitor the status of a single Parking Orbit. A Parking Orbit PFK
provides the following features:
•
Indicate the parked or idle status of the associated orbit.
•
Retrieve a parked call in the orbit by pressing the PFK.
•
Provide a reminder of a parked call when the call has not been retrieved before a
specified time limit.
To configure a Parking Orbit PFK:
1.
Navigate to Phone System > Handsets.
2.
Locate the appropriate SIP handset, and click View Configuration.
3.
Go to the Programmable Function Keys (PFK) section, and click the Modify
link.
4.
Select Parking Orbit from the drop-down menu for the targeted PFK.
5.
Click define for this Key under Type heading.
6.
Select the Parking Orbit for this PFK to monitor from the drop-down list.
7.
Set the Reminder Duration to ring the handset upon call being parked for this
elapsed time
•
Enter 0 to disable the reminder.
•
Enter a period from 10 to 600 seconds.
8.
Click Done to complete the assignment of the PFK settings.
9.
Click Update to save all PFK assignments. 0.
For the above changes to take effect, reboot the phone. See the phone configuration
section for all other details about phone configuration.
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28.3 Configuring Park Set Monitor PFKs
Park Set Monitor PFKs monitor the status of a set of Parking Orbits. They indicate if
parked calls are in any of the selected orbits. A Park Set Monitor PFK provides the
following features:
•
Indicate if parked calls are in any of the configured set of orbits.
•
Display a list of all parked calls that are in the configured set of orbits by pressing
the PFK.
To configure a Park Set Monitor PFK:
1.
Navigate to Phone System > Handsets.
2.
Locate the appropriate SIP handset, and click View Configuration.
3.
Go to the Programmable Function Keys (PFK) section, and click the Modify
link.
4.
Select Park Set Monitor from the drop-down menu for the targeted PFK.
5.
Click define for this Key under Type heading.
6.
Check the boxes for the Parking Orbits that this PFK is to monitor.
7.
Click Done to complete the assignment of the PFK settings.
8.
Click Update to save all PFK assignments. 0.
For the above changes to take effect, reboot the phone. See the phone configuration
section for all other details about phone configuration.
Analog, Allworx, and 3rd-party IP phones can be used to park and retrieve calls.
However, only Allworx IP phones can be configured with Parking Orbit and Park Set
Monitor PFKs and support parked call reminders.
Note:
The only option for parking calls using analog phones or 3rd-party IP phones is by
transferring the call to extension 700†. If doing an attended (or announced)
transfer, the user hears the parking orbit number. In multi-site networks, Parking
Orbit PFKs cannot monitor Parking Orbits on other sites. Use Park Set Monitor
PFKs to monitor Parking Orbits on other sites.
Note:
Parking Orbit and Park Set Monitor PFKs are not available for configuration on
Allworx 9202E and Allworx Reach handsets.
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29 Overhead Paging and Zoned Paging
The Allworx products support two related forms of Paging – Overhead Paging and
Zoned Paging.
Overhead Paging: This audio goes out through the LINE IN/OUT jack or terminal
block of the associated server. If used at a site, one typically hooks the LINE IN/OUT
jack or terminal block to a paging amplifier or some sort of Public Address
Announcement system.
Zoned Paging: This audio typically emits from a selected set of Allworx IP phones
through their speakerphone speakers. A zone refers to each set of phones that emit
the same class of pages. Each station can be in any combination of zones desired.
Additionally, any combination of zones can be assigned to the Overhead Paging circuit
so that those pages also play their audio out to the LINE IN/OUT jack or terminal block
as referred to above.
Allworx systems support 10 paging zones via a single paging circuit. For this reason,
only a single zone can have an active page at any one instant in time. Users
attempting to place a page while another page is in progress will hear a fast busy.
29.1 Paging Amplifier and Door Release Relay
Allworx servers have an internal relay that controls a door release mechanism. This
makes it possible to dial a phone extension to enable someone entry to a secured
area. The relay contacts are available via the DB-9 connector (9-pin D shell serial type
connector) or terminal block on the Allworx server. See the server’s installation
instructions for details.
When using the LINE IN/OUT jack, the relay operation mode must be configured on
the Phone System > Paging. Go to the Paging Amplifier section, and click the Modify
link to open the configuration page. The relay operation mode can be set exclusively to
one of the following modes:
•
Door Entry System – users can remotely activate a door entry system to enable
access by dialing extension 403†. The relay is active for the duration of the
phone call or five (5) seconds, whichever is shorter.
•
Paging Amplifier –the paging amplifier system will automatically activate
immediately preceding each overhead page and then turn back off once the page
completes.
•
Unconnected –completely disables the relay and it will not operate through either
mechanism.
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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29.2 Paging Zone Settings
NOTE:
29.2.1
Users cannot add Reach handsets to page zones.
Paging Zone Names
The name assigned to each of the Paging Zones (0 - 9 and corresponding extensions
460 - 469†) can be modified to provide a meaningful descriptive name.
To change the names of the zone:
1.
Navigate to Phone System > Paging.
2.
Go to the Paging Zone Names section, and click Modify to open the
configuration page.
3.
Type a new description in the Name field corresponding to each Zone.
4.
Click Update to save changes. 0.
When changing the names of any Paging Zones, handsets with a PFK defined for
those Paging Zones will not use the new name until after rebooting the handset.
29.2.2
Pre-page Tone
The default configuration for Paging Zone plays a tone before starting the paging
message. Users hear a tone to indicate the channel is open and to begin speaking.
29.2.3
Multi-site Paging
Enable handsets to become part of paging zones that span multiple sites. For setting
up Multi-site Paging, see the Allworx Advanced Multi-site Setup Guide, Release 7.5.
29.2.4
Paging Zone Operation on Handsets
Add or remove each applicable lineout and Allworx handset from each of the paging
zones. The system default enables each applicable lineout and handset for Paging
Zone 0 and disables all others on the handset configuration page. Options include:
•
Pages always accepted.
•
Pages accepted only while on hook.
•
Pages never accepted.
If you change the zones for a handset, it is necessary to reboot the handset for the
changes to take effect.
†
Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the
Phone Features tab of the My Allworx Manager page to determine what extensions are being
used for the corresponding feature.
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30 Dual Language Support
The Allworx server supports having a second language in addition to US English for
audio prompts heard by users of the system. The Allworx Server Administrator can
configure the system to play one language in particular circumstances and a different
language in others. Callers can be permitted to switch between the two languages by
pressing ‘##’. This optional feature requires the Dual Language Support feature key.
Note:
Only the default audio prompts are available in languages other than US English.
Text on the Web Admin pages and telephone displays are in English.
Some important aspects of Dual Language support:
US English is factory-installed as the Primary language. A Language Pack (available
from the Allworx Partner Portal) can be installed and selected as either the Primary or
Secondary language.
The system assigns points of origin of new calls (Outside Lines, Users, and handset
Call Appearances) a language. The language is configurable but defaults to Primary.
The Allworx Server Administrator can configure the language of the prompts played by
the following call applications in the Allworx system to use the language of the call’s
point of origin or override it with a specific language:
•
Auto Attendants
•
Conference Center
•
Queues
•
Follow Me
•
Leaving Voicemail
•
Message Center
•
Phone Features (When Call
Park, Call Forward, Do Not
Disturb extensions are dialed)
The following applications can be configured to permit users to switch languages by
pressing ‘##’.
•
Auto Attendants
•
Follow Me
•
Queues
•
Message Center
•
Conference Center
Configure applications that enable switching to play a language change prompt, the
prompt plays in the opposite language. That is, the prompt “To switch to English, press
##” will be spoken in English when played for an Auto Attendant that is configured with
Spanish prompts.
Users record custom greetings and messages for Auto Attendants and Queues
separately for the Primary and Secondary languages. Then save the recordings as
Primary and Secondary, and are not associated with the specific language. Therefore,
if using the actual language as Primary changes use the original Primary custom
recordings will continue to be used when the system is using the new Primary
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assign the Primary recordings to the Secondary language and vice-versa, export then
import the recordings to the desired language.
Calls that come into the system from Remote Allworx servers will retain the language
that used by the remote system, unless overridden by application language settings on
the local server.
Note:
All interconnected Allworx servers must run the same release of software and
outfitted with the same languages.
30.1 Language Pack Installation
The system’s default language is US English. Once the Dual Language Support
feature key has been added to the system, additional languages can be installed.
To install an additional language:
1.
Download the language pack from the software download page of the Partner
Portal at www.allworxportal.com.
2.
Unzip the download and copy the language pack (.alp) file onto the PC.
3.
Log onto the Allworx Administration page.
4.
Navigate to Phone System > Languages.
5.
Go to the Language Pack Installation and Removal section of the page, click
the Browse or Choose button.
6.
Navigate to the location of the language file on the PC. Select the .alp file and
click Open.
7.
Click Install. After successful installation, go to Server Language
Configuration, and click the Modify link.
8.
Select the new language for the Primary or Secondary language, as desired.
9.
Choose a second available language (e.g. US English) as the Primary or
Secondary language, and then click Update. The Languages page displays.
10.
Restart the server for the changes to take effect. Click the Restart link to
view the restart options. Reboot the server in Normal Mode.
11.
Log in to the Allworx Administration page, and navigate to the Languages
page. Verify that the languages are configured, as desired. Using the
procedures below, configure the system behavior. 0.
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30.2 Language Settings
30.2.1
Outside Lines
Each outside line has a default language. When receiving calls over an outside line,
they are assigned the default language for that line. Thereafter, when the call reaches
some applications within the server (e.g. Auto Attendant, Queue), the outside line
language will be used or overridden, depending on the application’s language setting.
Outside line default language can be set in the following locations:
•
CO Line
•
SIP Proxy
•
SIP Gateway
•
DID Routing Plan – Default route
•
DID Routing Plan – Mapped extensions
•
Digital Lines – Each line
Default Language choices:
•
Primary –plays the prompts in the system’s Primary language.
•
Secondary –plays the prompts in the system’s Secondary language, if installed.
•
Use Source (DID Routing Plans only) –the prompts will be played in the
language choice that was set for the outside line that is using the DID Routing
Plan. For example, if a SIP Proxy’s default language is Secondary and the
default language of the extension mapped in the DID Routing Plan is Use
Source; calls will be assigned Secondary as their language.
Note:
In a DID Routing Plan, if a default language other than Use Source is selected,
the DID Routing Plan’s default language will override the Outside Line’s language.
To set the default language for an Outside Line:
1.
Navigate to Phone System > Outside Lines.
2.
Choose the CO, Digital, SIP Gateway, or SIP Proxy to configure.
3.
Locate the Default Language list box.
4.
Select the desired setting from the drop-down list.
5.
Click Update to save the configuration. 0.
30.2.2
Other Sites in a Multi-site Network
The default language for calls coming from other servers in a multi-site network cannot
be set. The remote server assigns these calls a default language. For the language
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selection in a multi-site installation to work properly, all servers must be running the
same software version and have the Dual Language Support feature key installed.
30.3 Call Appearances
Use Call Appearances to originate calls. Therefore, each has a default language
setting. For each phone’s Call Appearances, choose the language that best meets the
needs of the user(s) of the phone. If a phone has multiple Call Appearances, the Call
Appearances can be assigned different default languages.
When calls from the Call Appearance are routed to applications within the Allworx
System (e.g. Auto Attendants, Queues, Conference Center), the Call Appearance
language will be used or overridden, depending on the application’s language setting.
To set the default language for a Call Appearance:
1.
Navigate to Phone System > Handsets.
2.
Locate the handset to configure.
3.
Click on the Modify link for the desired handset.
4.
Locate the Default Language list box.
5.
Select the desired language from the drop-down list.
6.
Click Update to save the configuration. 0.
30.4 Call Applications
Various applications (e.g. Auto Attendants, Queues) within the Allworx system play
audio prompts. The language behavior of the prompts can be controlled using the
settings on the Phone System > Languages Web Admin page. Go to the Call
application Language Settings section, and click the modify link to change the
following individual settings:
30.4.1
Option
Answer Language
Description
Primary
Plays prompts will be plyed in the Primary language. This overrides the call’s
current language
Secondary
Plays prompts in the Secondary language, if one is installed. This overrides
the call’s current language.
Automatic
Plays prompts in the call’s current language. For calls coming from an
Outside Line or Call Appearance, use the default language of the call’s
origin. If calls came from some other application (e.g. the call came into a
Queue from an Auto Attendant), the language used in the previous
application (e.g. Auto Attendant) is used.
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30.5 Allow Language Change
When a call reaches an application, this setting permits the caller to switch languages,
if they desire. To permit callers to change language, for the desired application, check
the box in the Allow Language Change box. To switch languages, callers must press
the pound key twice (##).
30.6 Language Change Prompt
When a call reaches an application (except for when leaving a voicemail message or
when using phone features), this setting controls whether a prompt to change
language is played using the following options:
Option
Description
Always play
Every time a call reaches the application, in addition to the prompts that
are normally played, the prompt to change the language is played (e.g.
“To switch to English, press ##”)
Never play
The prompt to change the language is not played. This is useful when
the prompt to change language can be incorporated into a custom
greeting or message. This option is not available for Follow-MeAnywhere prompts.
If Needed
The prompt will not play if the caller has already had a chance to
change languages in a prior application. For example, if a Queue’s
Language Change Prompt setting is If Needed and a call is routed
directly to the queue from an outside line, the language change prompt
would be played. If the call came through an Auto Attendant in which
language changing was permitted, then the prompt would not be
played. In this case, the prompt is not played because the caller already
had a chance to choose their preferred language.
30.6.1
User Default Language
In addition to the settings already described, Allworx users have a default language
setting. This language choice is used when accessing the Message Center and when
receiving Follow-Me-Anywhere calls. If the Message Center Answer Language is
Automatic, when a user logs into their Message Center account, the system uses the
default language, without regard to the outside line or call appearance they used to
access their account. Similarly with Follow-Me-Anywhere calling, if the Follow-Me
external phone number is called from within the user’s extension route, when the user
answers the call, they will hear the prompts in their default language. However, if the
Answer Language is set to Primary or Secondary, that setting will override the user’s
default language.
30.6.2
Custom Messages
Custom greetings and messages for Auto Attendants and Call Queues can be
recorded, exported, and loaded for either or both the Primary and Secondary
languages.
See Configuring an Auto Attendant on page 181,
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Recording Auto Attendant Greetings and Messages on page 183 for information on
recording greetings and messages. Information on exporting and loading custom
message files is available within the Web Admin pages. Navigate to Phone System >
Languages > Manage Custom Recordings.
30.7 Configuration Examples
30.7.1
Example 1
A company has some clients that are English speaking and others that are Spanish
speaking. Clients call to speak to company employees that speak the same language
as they do. English-speaking clients are given one phone number while Spanishspeaking clients are given another.
Configuration
System Primary Language=English
System Secondary Language=Spanish
CO Line 1: Default language=Primary, routed to Auto Attendant 1
CO Line 2: Default language=Secondary, routed to Auto Attendant 1
All applications: Answer Language=Automatic, Allow Language
Change=Enabled, Language Change Prompt=Always play
Result
English-speaking clients call the English phone number (CO Line 1) and
routes to Auto Attendant 1 where they hear English prompts as well as a
prompt to switch to Spanish. Callers dial their representative’s extension.
All additional prompts will be in English such as the prompt to leave a
voicemail or the Follow-Me-Anywhere prompt to record their name.
Spanish-speaking clients call the Spanish phone number (CO Line 2) and
routes to Auto Attendant 1 where they hear Spanish prompts as well as a
prompt to switch to English. Callers dial their representative’s extension.
All additional prompts will be in Spanish such as the prompt to leave a
voicemail or the Follow-Me-Anywhere prompt to record their name.
30.7.2
Example 2
A company has a Customer Support operation in which some technicians speak
English and some speak French Canadian. The company has one incoming line for
Customer Support calls.
In this example, the system directs all callers to the same Auto Attendant. Englishspeaking callers will dial a shortcut to a support queue serviced by the Englishspeaking technicians. French Canadian-speaking callers switch to a second Auto
Attendant and then dial a shortcut to a queue serviced by the French Canadianspeaking technicians.
Configuration
•
System Primary Language=English
•
System Secondary Language=French Canadian
•
T1 Language (all lines)=English
•
Auto Attendant 1: Answer Language=Primary, Allow Language
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Change=disabled
•
Call Queue 1: Answer Language=Primary, Allow Language
Change=disabled
•
Auto Attendant 2: Answer Language=Secondary, Allow Language
Change=disabled
•
Call Queue 2: Answer Language=Secondary, Allow Language
Change=disabled
Auto Attendant 1 has two shortcuts
•
Dial 1 for x432 (Auto Attendant 2)
• Dial 2 for x4401 (Call Queue 1)
Auto Attendant 2 has one shortcut
• Dial 1 for x4402 (Call Queue 2)
Auto Attendant 1 has a custom message that says:
•
“For French Canadian, press 1” (recorded in French Canadian)
• “To speak with Customer Support, press 2” (recorded in English)
Auto Attendant 2 has a custom message that says:
Result
•
“To speak with Customer Support, press 1” (recorded in French
Canadian)
•
Directs callers to Auto Attendant 1 where they will hear an English
greeting, a prompt to press 1 for French Canadian, and a prompt to
press 2 for Customer Support.
•
English callers will press 2 to enter Queue 1 where they will hear the
greeting and status messages in English. An English-speaking
technician will service their call.
•
French Canadian callers will be directed press 1 to enter Auto
Attendant 2 where they will hear the full greeting and prompts in
French Canadian including a prompt to press 1 for Customer Support.
They will press 1 to enter Queue 2 in which they will hear the greeting
and status messages in French Canadian. A French Canadianspeaking technician will service their call.
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31 System Settings Import / Export
System Administrators will be able to transfer settings from one server to another by
exporting the settings from one and importing them into the other. This will ease the
task of upgrading a site from one Allworx server model to another model.
Not all settings transfer in this way. Import/Export is not a substitute for using Allworx
OfficeSafe to backup the system.
31.1 Export
An export will include all configurable parameters for:
•
Business Settings
•
SIP Gateways
•
Users
•
SIP Proxies
•
System extensions
•
DID blocks and routing
•
Handsets
•
Digital line configurations
•
Allworx Port Expander (including
all attached analog phones and
CO lines)
•
User Templates
•
Handset Preference Groups
•
Dialing Privileges Groups
•
Network configurations
•
VoIP server settings
•
Outside lines:
•
CO Lines
• Digital Lines
To export settings:
1.
Navigate to Maintenance > Import / Export.
1. Go to the Export Configuration section and select from the following
optional configuration settings:
•
Phone System Settings
•
Network Settings
•
VoIP Server Settings
•
SIP Proxy Settings
2.
Click Export to export the selected configurations. This will place the current
system settings into an XML file.
3.
Click the View link to save the exported XML file for import on to another
system. 0.
The server that is to receive the imported configuration settings should be
“clean”, meaning none of the above configurations have been added to the
system prior to import. Update the internal dial plan and extension length to
match the imported configuration before doing the import.
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31.2 Import
To load the exported configuration settings of one server onto another:
1.
Navigate to Maintenance > Import / Export.
2.
Go to the Import Configuration section, and click Browse to locate the XML
configuration file.
3.
Enter the full pathname of the XML file into the Load a configuration file field
and then click Load to begin loading the configuration file onto the server.
After loading the file, all the configuration settings to be imported display. The
System Administrator can exclude parameters from the import by unchecking
the associated boxes.
4.
Uncheck the boxes of any unnecessary parameters.
5.
Click Import to finish the import process. 0.
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31.3 Important Notes
•
The Allworx Server Administrator can modify the port numbers assigned to native
CO lines and analog handsets when importing the settings.
•
When importing an Allworx PX 6/2 Port Expander, all configured CO lines and
analog handsets from the export are included. The Allworx Server Administrator
can modify the port assignments.
•
DID blocks and routes plans and digital lines do not appear on the Import
Configuration screen. These settings will always be imported when included on
the export.
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•
Digital line fields PPP Username, PPP Password and PPP MTU are not included
in the export.
•
If the current system is not “clean” and has conflicts with the imported
configuration settings, then conflicts will be resolved for the import settings in the
following manner:
•
Digits will be appended to user login names and incremented, starting at 01, as
needed (e.g. jAdams will become jAdams01).
•
Extensions change to the lowest available extension.
•
Phones with conflicting MAC addresses will not import and all references will be
removed (e.g. call routing and BLF PFK assignments).
•
Analog phones with no available port will not import and removes all references
(e.g. call routing and BLF PFK assignments).
•
SIP handsets and SIP gateway station numbers may not preserve on an import.
If changing station numbers for generic SIP phones or SIP gateways, then the
new station number must be set up on each device.
•
On Multi-site configurations, the Export will not include references to extensions,
users or outside lines at remote sites.
•
Imported extensions/users are limited to the total number available in the
imported system. The order in the export file determines available
extensions/users. If exceeding the imported server’s extensions/user limit, the
system disables the remainders and does not import.
•
Do not modify the XML export file.
•
Server with version 7.0 will export only user, system extension and Allworx
handset parameters and only a subset of these parameters. Exports from 7.0 can
be imported into servers with 7.1 or greater versions. Exports from 7.1 or greater
cannot import into servers with 7.0.
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32 Music on Hold
The system provides Music on Hold to callers in queues, calls held on phones, and
parked calls. The Allworx Server Administrator can configure multiple sources and play
different music to different callers.
32.1 Sources
Music can come from a Line In source or from electronic files stored on the Allworx
server. To use a Line In source, consult the installation guide for your Allworx server.
Download the installation guides from the Allworx Partner Portal
(www.allworxportal.com).
32.2 Electronic Files
An electronic hold music file is available on the system. If a different style or a sitespecific music track is desired it can be imported onto the Allworx server. As with other
system audio (e.g. Auto Attendant greetings), files must be Telephony, raw, mu-law (ulaw), mono, 8-bits per sample, 8KHz sample rate. To convert other formats into the
required format for the Allworx server, see File Format Conversion on page184. Name
the files in the following format:
moh_n_m.snd, where
'n' is a number between 1 and 30. This number must be unique among the music on
hold files on the system. If importing a Music on Hold file that duplicates the number ‘n’
of a file that is already on the system, the system deletes the existing file.
'm' can be a user defined string that uniquely identifies the file. Valid characters include
('A'-'Z'), ('a'-'z'), ('0'-'9') and underscore.
For example, the file name could be "moh_1_sales.snd" or "moh_2_service.snd".
To import the files onto the system, see Importing Greetings and Messages on page
187.
The default music file provided on the system is: “moh_supplied.snd”.
The playback of music on hold files repeats as long as there are callers on hold.
32.3 Converting Sound Files
See File Format Conversion on page 184, for a procedure for converting sound files to
the format required by the Allworx server.
32.4 Managing Music on Hold
Music on Hold is managed on the Phone System > Music on Hold page.
The File Statistics section displays the memory allocation for imported music files. The
Music on Hold Sources section displays individual file details. In addition, it enables
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assigning music sources to call queues, call appearances, and Handset Preference
Groups. To assign a source, click the Usage link next to the desired source.
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Check or uncheck the boxes for the desired elements. Unchecking the box for an
element that is using the current source will switch it to Line In.
The Allworx Server Administrator can assign Music on Hold source on other pages,
and can assign ACD Music on Hold on each queue’s Modify page. Each Call
Appearance’s Modify page can assign the sources for Call Appearances.
Note:
Allworx recommends assigning the sources to Handset Preference Groups over
assigning them to individual Call Appearances. Assigning a source to a Handset
Preference Group will update the Hold Music Selection preference setting for the
group. To cause a Call Appearance to use the source defined in its Handset
Preference Group, navigate to Phone System > Handsets. Modify the handset’s
Call Appearance and choose Use Handset Preference Group Setting for its Hold
music Selection.
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33 Abbreviations
Abbreviation
Definition
BLF
Busy Lamp Field
DHCP
Dynamic Host Configuration Protocol
DID
Direct Inward Dialing
DND
Do Not Disturb
DNS
Domain Name System
DOD
Direct Outward Dialing
DTMF
Dual Tone Multi-Frequency
FTP
File Transfer Protocol
FXO
Foreign Exchange Office
HTTP
Hypertext Transfer Protocol
IP
Internet Protocol
ITSP
Internet Telephony Service Provider
LAN
Local Area Network
NAT
Network Address Translation
PBX
Private Branch Exchange
PFK
Programmable Function Key
PoE
Power Over Ethernet
POP
Post Office Protocol
PPTP
Point-to-Point Tunneling Protocol
RTP
Real-time Transport Protocol
SIP
Session Initiation Protocol
SMTP
Simple Mail Transfer Protocol
SNTP
Simple Network Time Protocol
TCP
Transmission Control Protocol
UDP
User Datagram Protocol
URI
Uniform Resource Identifier
VoIP
Voice over Internet Protocol
WAN
Wide Area Network
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Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
Revised: April 9, 2013
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System Administrator’s Guide – Release 7.4
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Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
Revised: April 9, 2013
Page 216
Toll Free 1-866-ALLWORX • 585-421-3850
www.allworx.com
Revised April 9, 2013