VoipNow ® Professional 2.5.3 Phone Terminal Extension

VoipNow ® Professional 2.5.3
Phone Terminal Extension
User's Guide
For more information about VoipNow Professional, check:
http://www.voipnow.com
Copyright © 2012 4PSA.
User's Guide
Manual Version 87363.29 at 2012/02/14 11:53:46
For suggestions regarding this manual contact:
docs@4psa.com
All rights reserved.
Distribution of this work or derivative of this work is prohibited unless prior written
permission is obtained from the copyright holder.
VoipNow is a registered trademark of 4PSA.
Asterisk is a trademark of Digium, Inc.
Linux is a registered trademark of Linus Torvalds.
All other trademarks and copyrights are property of their respective owners.
Table of Contents
Preface ................................................................................................. 7
....................................................................... 7
Who Should Read This Guide
Chapter 1. Navigation ............................................................................
8
.................................................................................
8
.............................................................................
9
The Navigation Panel
The Top Frame Controls
The Main Frame Controls
............................................................................ 9
.......................................................................
10
..................................................................................
11
...................................................................
11
Using the Search Functions
The Table Controls
How to Remove Table Records
Chapter 2. Edit Your Contact Information ................................................ 13
Chapter 3. Manage the Application ........................................................
16
My Interface Settings ...............................................................................
Restore Dismissed Alerts .......................................................................
16
17
Set up an Access Policy ............................................................................
Add Allowed or Denied Networks .............................................................
Removal Confirmation ..........................................................................
18
19
20
Chapter 4. Extension Management Page ................................................. 21
Chapter 5. Manage Unified Communications Features .............................. 25
Manage Sessions ....................................................................................
View the Sessions List ..........................................................................
Login History ......................................................................................
Failed Logins ......................................................................................
25
25
26
28
Chapter 6. Manage Your OpenID Identities .............................................. 30
Chapter 7. Phone Terminal Setup ..........................................................
Provisioning and SIP
42
................................................................................ 57
Chapter 8. Sharing Policies ................................................................... 67
Chapter 9. Phone Terminal Features ......................................................
70
Manage the Phone Terminal's Voice Mailbox ................................................... 70
Voicemail Overview .............................................................................. 70
Searching the Voicemails List ................................................................. 72
Check Your Messages ........................................................................... 72
Manage Greetings ............................................................................... 73
Enable or Disable the Mailbox ................................................................. 74
Manage the Phone Terminal's Fax Messages ...................................................
Fax Center Overview ............................................................................
Searching the Fax Messages List .............................................................
Enable or Disable Fax Center .................................................................
View the Sent Faxes List .......................................................................
Searching the Sent Faxes List .................................................................
74
74
76
76
77
80
The Phone Terminal's Queue Membership ......................................................
81
Chapter 10. View Your Personal Charging Plan .......................................
88
Chapter 11. View Your Charging Limits History .......................................
94
Chapter 12. View Your Charging Credits History ...................................... 96
Chapter 13. Manage Your Time Intervals ................................................. 98
View Time Intervals
................................................................................. 98
Add a New Time Interval .......................................................................... 99
Edit a Time Interval ........................................................................... 103
Chapter 14. Manage Your Extension's Call Rules ...................................
104
Manage Extension's Incoming Call Rules .....................................................
Incoming Call Rules Overview ...............................................................
Add an Incoming Call Rule ...................................................................
Change the Incoming Call Rules Order ....................................................
104
105
108
121
Manage Your Extension's Outgoing Call Rules ...............................................
Outgoing Call Rules Overview ...............................................................
Add an Outgoing Call Rule ...................................................................
122
122
123
Chapter 15. Manage Extension's Recorded Calls .................................... 125
Extension's Recorded Calls Overview ..........................................................
125
Searching the Recorded Calls List ..............................................................
127
Enable or Disable Call Recording
...............................................................
127
Chapter 16. Manage Your Phone Call Screening Database ....................... 128
View the Category Numbers ....................................................................
Searching the Category Numbers ...........................................................
128
129
Add a New Category Number ...................................................................
Edit a Category Number ......................................................................
129
130
Manage Database Categories ...................................................................
View the Database Categories ...............................................................
Add a Database Category ....................................................................
131
131
131
...........................................................................
132
Export Phone Numbers
Chapter 17. Manage Your Sounds ........................................................ 133
.............................................................................
134
Add a New Sound .................................................................................
Edit Sound Information .......................................................................
135
136
............................................................................
138
Manage Sound Folders ...........................................................................
View the Folder List ...........................................................................
Add a New Sound Folder .....................................................................
Removal Confirmation .........................................................................
138
138
139
139
Manage Sound Languages .......................................................................
View the Language List .......................................................................
Add a New Language .........................................................................
Removal Confirmation .........................................................................
139
139
140
141
View the Sounds List
Removal Confirmation
Chapter 18. Manage the CallNow Preferences ........................................ 142
Chapter 19. Manage API Authentication ................................................ 144
SystemAPI Control ................................................................................
Add a New Authorized Application ..........................................................
145
148
CallAPI Control .....................................................................................
Add a New OAuth Authorized Application .................................................
149
156
......................................................................................
158
Chapter 20. View the Report for Your Calls ...........................................
161
..........................................................................
164
CallAPI Events
Searching the Calls List
Export Reports to an Easy-to-Edit Format ....................................................
167
Chapter 21. Manage Your Email Templates ............................................ 169
The 'Extension Account Expiration Warning' Email Template ..............................
171
The 'Extension Account Expired' Email Template ............................................
171
The 'Extension Charging Limit Warning' Email Template ................................... 172
The 'Extension Charging Limit Exceeded' Email Template .................................
173
The 'Forgot Password' Email Template ........................................................
173
Chapter 22. Contact and Support ......................................................... 175
Index
.................................................................................................
176
Preface
Who Should Read This Guide
This Guide must be read by all the VoipNow Professional Phone terminal
extension owners.
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Chapter 1
Navigation
VoipNow Professional is the leading Unified Communications platform
designed for the cloud. The product's clear and intuitive web based interface
is meant to ease the users' experience, reducing the time required to navigate
between the wide range of available options.
The Navigation Panel
VoipNow Professional groups all the important features into several
categories that can be accessed at any time from the navigation panel, available
in the left side of the screen. This panel has two sections that provide access to
specific options:
• Users - This section allows you to access your account's management
options.
◦
Home - All the controls and the information required to manage your
account can be found by clicking this link.
• Server - This section allows you to manage the system options.
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◦
Unified Communications - The system access policies, your interface
preferences and the sessions can be configured from the Unified
Communications page.
The Top Frame Controls
When navigating through the web interface, the top frame controls are
always available and can be used to log out and to change your interface
preferences.
The top frame controls
The three controls are:
• Logged in as: {your_contact_name} - Click this link to edit your contact
details or if you want to change your password.
•
My interface - If you want to change your interface preferences, click this
link and use the controls available in the My Interface Settings page.
•
Logout - Click this link to log out from your VoipNow Professional account.
The current session will be closed and you will be required to provide your
username and password to log in again.
The Main Frame Controls
On the top right corner of each page displayed in the main frame you can
find another set of controls, used primarily for navigation and for opening the
help window.
Navigation controls
The default options are:
•
Open menu - Clicking this link will oped a box listing all the options
available in the left navigation panel that can be used for quick switching
between pages.
•
Help - Anytime, anywhere, when there is something you need more
information about, click this link and read the help file.
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Note
Your browser must allow pop-up windows in order for the help file to be
displayed on screen.
Going down in the application structure, you will be able to move up one
level and return to the previous page by using the
Up level icon.
In some pages that provide real time statistics, you can update the
displayed information by clicking the
Refresh link.
If you are impersonated as an extension and you want to return to your
default account, then click the appropriate
Return to my account link.
Using the Search Functions
All the tables and lists available in VoipNow Professional allow you to search
for the desired items. The search functions can be simple or advanced. This
section is intended to describe the basic search controls and to provide you an
overview of how you can customize the tables layout.
Note
In some cases, if you want to hide/reveal the search options, click the
search link.
Toggle
These simple controls can be used for searching a specific word:
• Search – Use the text box to specify the words you are looking for. Click the
Search link to display only the records that match your search criteria.
The table will be updated accordingly.
• Show all – Click the
Show all link to display the entire list.
The search criteria is retained until a new search is performed and it is not
lost when navigating to other pages.
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The Table Controls
Each table in VoipNow Professional provides several configuration tools
designed to offer you a better overview of the available records. Depending on
your preferences, you can:
1. Customize the total number of records displayed in each page by clicking
the 10, 25 and 100 links available on the right side of the table. The total
number of records as well as other details (e.g.: call cost) are shown on
the left side.
In the tables with more than one page of records, you can navigate between
pages using the following controls:
Note
Have in mind though that a larger number of records per page may cause your
system to work slower.
2. Customize the table layout by choosing the columns to be displayed. To
do so, click the
Show columns icon and select (or deselect) the desired
columns. This is especially useful for the tables with many columns where
you have to scroll in order to see all the information.
3. Sort the table by a certain criterion. To do so, simply click a table header and
the entire list will be sorted accordingly. The table header will be highlighted
and an arrow will indicate how the resellers list was sorted: ascendingly
or descendingly. The sort direction can be changed by another click on the
corresponding header.
How to Remove Table Records
VoipNow Professional offers you a straightforward method for removing the
unnecessary records from a table. This method implies the following steps:
1. Choose the records you want to delete by selecting their corresponding
check boxes available at the end of the table.
2. Click the
displayed.
Remove selected link. A confirmation pop-up window will be
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Note
In some situations, another page will be opened and you will be required to
review and confirm the removal.
3. Click Ok if you want to remove the record(s). If you do not want to proceed,
click Cancel.
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Chapter 2
Edit Your Contact Information
Caution
After the first install, you will be required to fill in your contact information from the
Extension's Account Details page. You will not be able to access and manage the
application until all the required details are set up in the system.
Later, if you want to update your contact information or your username
and password, click the
Edit extension icon available in the Tools area. The
following details can be modified:
• Company name
• Contact name
• Login - The username required for authentication.
Note
The username must contain only the following character types:
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◦ Any of the 26 letters of the Latin alphabet [a-z], also included in the
American Standard Code for Information Interchange (ASCII). The scripts
of non-Latin languages (such as Arabic, Cyrillic, Chinese, Greek, Indian,
Korean or Japanese) are illegible.
◦ Any combination of the 10 decimals [0-9], also included in the ASCII.
◦ Special characters like: _.-@.
• Password – Use this text box to change the password for the extension
account.
Caution
Based on the chosen password strength set up by the system administrator,
you are not allowed to fill in dictionary words or passwords containing only
digits or sequences of more than three identical characters.
All security levels ask for a minimum five characters long password.
Note
The password must contain only the following character types:
◦ Any of the 26 letters of the Latin alphabet [a-z], also included in the
American Standard Code for Information Interchange (ASCII). The scripts
of non-Latin languages (such as Arabic, Cyrillic, Chinese, Greek, Indian,
Korean or Japanese) are illegible.
◦ Any combination of the 10 decimals [0-9], also included in the ASCII.
◦ Special characters like: !?@#$%\/*()_+={}`~[];:,.|^&.
• Confirm password
• Phone
• Fax
• Email – The email address where VoipNow Professional can send you
notifications about events that occur in the system.
Caution
The system can send automatic notifications when predefined events occur.
In order to change your notification preferences, click the Email templates
icon located in the Tools area.
• Address
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• City
• State/Province
• Postal/ZIP code
• Country
• Region - Use the drop-down list to select the region of the country you
are located in.
• Timezone - Use the drop-down list to select the timezone specific for your
location. By default, the timezone of the chosen location is selected.
Click Ok to submit the data. If all the required information has already
been filled in and you do not want to modify it, then click Cancel to return to the
previous page without changing anything.
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Chapter 3
Manage the Application
My Interface Settings
VoipNow Professional allows you to customize the application's default
appearance from the My Interface Settings page. There, you can define your
interface language and skin or the number of rows displayed in the tables.
There are two possibilities to access this page:
1. From the top frame by clicking the
My interface link.
2. By navigating through the application's menus:
a. Click the
panel.
Unified Communications link available in the left navigation
b. Than, click the
My interface icon located in the Unified
Communications Settings section.
The following preferences can be customized according to your needs:
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• Default Interface Preferences - This section displays the general
customizable interface preferences:
◦ Rows in table – Use this text box to set the number of rows that will be
displayed in the interface for all the tables and lists. The allowed values
range from 1 to 9,999. The default value is 50.
◦ Expanded alerts - Use this text box to set the number of alerts displayed
for your user context. The allowed values range from 1 to 10. The default
value is 3.
◦ Interface skin – Use this drop-down list to choose the your application
interface skin.
◦ System language – Use this drop-down list to choose the language used
by your application interface.
Caution
VoipNow Professional does not allow you to use language packs that were
created for earlier versions of the interface. The following warning message
is displayed:
Impossible to switch to preferred interface language
{outdated language}, because an outdated language pack
is installed on the system. Please contact your provider
to correct this situation.
Only the system administrator can fix this problem.
◦ Display tool tip – Select this check box to enable/disable application tool
tips displayed on mouse over images/icons.
◦ Display context help – Select this check box to enable/disable context
help, displayed in the top area of the page, under the title.
Click Ok to save your changes. Click Cancel to return to the previous
page without updating the preferences. The Default button overwrites your own
account settings with the default ones.
Restore Dismissed Alerts
The alert messages displayed on any page in the application can be hidden
by pressing the Dismiss this alert! link.
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An alert message that can be dismissed
If you want all the previously hidden alert messages to be displayed again,
click the
Restore dismissed alerts icon available in the Tools area.
Set up an Access Policy
VoipNow Professional allows you to set up an access policy for the extension
account.
You can navigate to the Access Policy page by following the next steps:
1. Click the
Unified Communications link located in the left navigation panel.
2. Next, click the
Settings area.
Access icon available in the Unified Communications
There are two types of access policies:
• Deny - This policy can be used when you want to forbid access to the
VoipNow Professional extension account to certain IP addresses. All the
requests coming from the IPs on the deny list will be rejected. The extension
user will be able to log in to his account and access the interface from any
other IP not included in this list.
• Allow - Select this policy if you want to allow only certain IP addresses
the access to the VoipNow Professional extension account. Only the request
coming from the IPs on the allow list will be accepted. The extension user
will NOT be able to log in to his account and access the interface from any
other IP not included in this list.
VoipNow Professional displays the following information about each IP
address:
• N - The network's order number.
• A - The network's permission:
◦
- Allowed
◦
- Denied
• P - Use these icons to change the position of a certain network inside the
list:
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◦
Up
◦
Down
Note
When you change the order, VoipNow Professional displays the number of
changes you have performed to remind you to save them before navigating
away from the page. In the top left corner of the network list VoipNow
Professional displays {x} changes pending in the rules order.
Click the
Apply changes link to save the changes you have performed in
the network list.
• IP - The network's IP address.
• Mask - The network's subnet mask.
Add Allowed or Denied Networks
In order to add allowed or denied networks, use the available controls:
• Subnet or IP address - Use the drop-down list to specify if you want to
allow or to deny access for the subnet or IP address filled in the first text
box. Use the second text box to specify the position of the address inside
the networks list.
• Use the
buttons to add several subnet or IP addresses at the same time.
Note
When adding multiple IPs, you cannot set both the Deny and the Allow policies
for the same address.
This combination will error out
• Click Ok to add the IP(s) to the allow/deny list. Click Cancel to go back
to the previous page.
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Removal Confirmation
To finalize the removal, you have to review the list, select the Confirm
removal check box and click Ok. If you do not want to delete these records,
click Cancel to return to the previous page.
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Chapter 4
Extension Management Page
The {extension_name} management page has two distinct sections,
one with all the controls needed to manage the account and the other one
with general statistics about the extension. The information is grouped into the
following sections:
• Tools - This section contains all the features that can be customized for the
current extension by clicking the corresponding icons.
• Extension Overview - In this section, VoipNow Professional displays your
account's details:
◦ Extension type – The extension type, in this case Phone terminal.
◦ Your phone terminal login – The login that you must use on your phone
terminal in order to login to the server. The password is either identical
with the extension account password, either it is set up in the Phone
authentication section of the extension features page.
◦ Public phone number(s) – If one or more public phone numbers
are assigned to the extension, they will be displayed here with their
corresponding monthly costs in the default currency (e.g.: 49932040495
(10.1 USD)). Otherwise, VoipNow Professional will not display this line.
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◦ Extension internal number – The phone number assigned when the
extension was added to the system.
◦ Member in group(s) - The group(s) the extension is part of, displayed
in the following format: {group_name (group_code)}. If the extension
is not part of any groups, then VoipNow Professional displays '-'.
◦ Extension terminal – If the extension is registered to the system, then
this line displays the terminal brand and model.
◦ Extension state – The state of the extension, from the network
connection perspective.
◦ Extension IP address – The extension's IP address registered in the
system.
◦ Extension's registration expires on – The date and time the
extension's registration expires.
◦ Last registration - The date and time the extension was last registered
on the phone terminal. If the extension was never registered, this line
is not displayed.
◦ Password protected phone access status - The message displayed
here informs you if the phone terminal access is restricted or not using
the Password Protection feature:
▪ Currently access to phone is blocked - The phone terminal cannot
be used for dialing or receiving calls.
▪ Currently access to phone is unrestricted - The user can place
and receive calls.
Note
To block/unblock the phone terminal, click the Phone terminal setup icon
and configure the Password Protection section, as described here .
◦ IM login - The username required to log in to IM, in the following format:
extension_number@server_ip (e.g.: 0003*003@192.168.14.39).
Note
This line is displayed only if you parent client account has enabled your IM
management feature.
◦ Number of voicemail messages – The total number of voicemail
messages, the disk space used and the percent of available disk space.
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◦ Number of fax messages – The total number of fax messages, the disk
space used and the percent of available disk space.
◦ Number of recorded conversations – The total number of recorded
conversations, the disk space used and the percent of available disk
space.
◦ Number of sound files – The total number of sound files, the disk space
used and the percent of available disk space.
◦ Number of music on hold files - The total number of music on hold
files, the disk space used and the percent of available disk space.
VoipNow Professional helps you visualize a quick report about the
extension's call costs and the time spent on local and external calls:
• Call Costs
◦ To public network - The extension's outgoing external calls cost, in the
default currency (e.g.: 17.25 USD).
◦ From public network - The extension's incoming external calls cost, in
the default currency (e.g.: 17.25 USD).
◦ Local calls - The extension's internal calls cost, in the default currency
(e.g.: 17.25 USD).
Note
The displayed values are for the current month.
Note
The Call Costs are computed based on the fees defined in the extension's
charging plan.
• Minutes Used
◦ To public network - The total duration and the number of outgoing
external calls placed in the current month (e.g.: 14:29:46 in 138 phone
calls).
◦ From public network - The total duration and the number of incoming
external calls received in the current month (e.g.: 14:29:46 in 138
phone calls).
◦ Local calls - The total duration and the number of internal calls placed
and received in the current month (e.g.: 14:29:46 in 138 phone calls).
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Note
The displayed values are for the current month.
Note
The displayed values are the ones that were available when the statistics were last
fetched and they are not updated in real-time. To refresh the data, click the Update
link.
Note
If the report has never been updated, then the No data available message is
displayed in both the Call Costs and Minutes Used sections.
The extension's quick call report
If you want to fold the panel, click the
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Chapter 5
Manage Unified Communications Features
The Unified Communications page allows you to manage the sessions,
your access policies and the interface.
Manage Sessions
The currently opened sessions, the login history and the failed login
attempts can be accessed from the Manage Sessions page:
1. Click the
Unified Communications link located in the left navigation panel.
2. Next, click the Sessions icon available in the Unified Communications
Settings area.
View the Sessions List
All the users currently logged in are displayed in the Sessions list that
provides the following information details:
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• T – The type of the logged in user:
◦
Admin
◦
Reseller
◦
Client
◦
Extension
• Login – The username of the person who logged in to the system.
• IP - The IP address of the machine used to log in to the system.
Note
If the user logged in from the VoipNow4Plesk module, the IP of the respective
Plesk server will be displayed here.
• Login time - The date and time the user logged in to the system.
Login History
If you want to see a detailed history of the login sessions, than click the
Login history button available in the Tools area.
The Login History page has two sections:
• Clear Logs - You may remove the login logs from the database using one
of the two criteria:
◦ Clear logs starting from {date} To {date} - You can choose to clear
the logs from a distinct period of time. Click the calendar icon to specify
the start and end dates of the time interval.
◦ Clear logs older than - You can choose to clear the logs older than
a specified number of days/weeks/years. Select the time unit from the
drop-down list and specify the number of time units in the text box.
• Login History - This table displays a list of all the accounts that logged
in to the system:
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The following details about each entry are available:
◦ T - The account's type:
▪
Admin
▪
Reseller
▪
Client
▪
Extension
▪
Unknown level
◦ O - This icon shows if the user is logged in or not:
▪
User is online
▪
User is offline
◦ Username - The username specific to the account that logged in to the
system.
◦ Number of logins - This number displays for how many times the
particular user logged in to the system.
◦ First login - The date and time the user logged in for the first time.
◦ Last login - The date and time the user logged in for the last time.
Login History of a Specific Account
The full login history of a specific account can be accessed by clicking the
corresponding username link available in the Login History list.
The Login History for {username} page has two sections:
• Clear Logs - You may remove the login logs from the database using one
of the two criteria:
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◦ Clear logs starting from {date} To {date} - You can choose to clear
the logs from a distinct period of time. Click the calendar icon to specify
the start and end dates of the time interval.
◦ Clear logs older than - You can choose to clear the logs older than
a specified number of days/weeks/years. Select the time unit from the
drop-down list and specify the number of time units in the text box.
• Login History - This table displays the login history of the selected account:
◦ Login time - The date and time the user logged in.
◦ IP address - The IP address the user logged in from.
Note
If the user logged in from the VoipNow4Plesk module, the IP of the
respective Plesk server will be displayed here.
◦ Hostname - The hostname the user logged in from.
◦ L - This icon displays if the user logged in from the interface or by using
API:
▪
Control panel log in
▪
CallAPI log in
Failed Logins
The list of the unsuccessful login attempts can be accessed by clicking the
Failed logins icon available in the Tools area.
The Failed Logins page has two sections:
• Clear Logs - You may remove the login logs from the database using one
of the two criteria:
◦ Clear logs starting from {date} To {date} - You can choose to clear
the logs from a distinct period of time. Click the calendar icon to specify
the start and end dates of the time interval.
◦ Clear logs older than - You can choose to clear the logs older than
a specified number of days/weeks/years. Select the time unit from the
drop-down list and specify the number of time units in the text box.
• Failed Login Attempts - This table displays details about all the accounts
that failed to login to the system:
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Username - The username specific to the account that tried to log
in to the system.
◦ L - This icon displays if the user tried to log in from the interface or by
using API:
▪
Control panel failed log in
▪
CallAPI failed log in
◦ Login time - The date and time of the login attempt.
◦ Message - The reason for which the login attempt failed.
◦ IP Address - The IP address the user tried to log in from.
Note
If the user logged in from the VoipNow4Plesk module, the IP of the
respective Plesk server will be displayed here.
◦ Hostname - The hostname of the user who attempted to login.
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Chapter 6
Manage Your OpenID Identities
Caution
The OpenID identities icon that allows you to access this page is available only
if the system administrator has enabled OpenID infrastructure wide.
Starting version 2.5.0, you are able to log in to VoipNow Professional
using OpenID authentication. This feature simplifies the registration process by
allowing the you to sign in with an existing OpenID account (the OpenID identity
defined for one of the providers supported by VoipNow Professional) in a single
click, accelerating the sign up process and making registration a less memory
consuming operation.
OpenID is an open authentication standard that allows the users to log
in to different services with the help of the same digital identity. This standard
replaces the usual username and password registration process, giving the users
the possibility to log in once to gain access to multiple resources (web sites or
applications).
In order to use the OpenID registration, you have to define your OpenID
identity linked to your VoipNow Professional account for one of the supported
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OpenID providers. When trying to log in, the provider will confirm your identity
to VoipNow Professional and you will be able to connect to the application without
having to type in any password. If fact, with OpenID, your password is only given
to your identity provider.
Below you can check the OpenID diagram that puts you through the OpenID
flow:
The OpenID 1.1 Protocol Flow
The OpenID Identities for Extension {extension_name} page allows
you to define new OpenID identities that you can use to log in to your VoipNow
Professional account.
Note
You can link your account to one of the default OpenID providers or to those added
by the administrator only.
The page has two sections:
• Tools - Click the Add OpenID identity icon to define a new identity for
one of the supported OpenID providers.
Note
For more details about adding an OpenID identity, check this section.
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• OpenID Identities - This table displays the OpenID identities defined by
you or by the system administrator, linked to your account or to other
VoipNow Professional accounts. You will be able to use an OpenID identity
to log in to your extension account. The process is described in detail in the
An Example of OpenID Authentication section.
The following information is displayed for each OpenID identity:
◦ S - The identity's status:
▪
Enabled
Click this icon to suspend the OpenID identity. A pop-up window will
be displayed, allowing you to choose the proper action depending on
the number of VoipNow Professional accounts linked to this OpenID
identity:
• If only your VoipNow Professional account is linked to this OpenID
identity, you may choose to disable it. You will no longer be able to
log in to the application using this identity.
Disabling an OpenID identity used by a single account
• If more than one VoipNow Professional accounts are linked to this
OpenID identity, you may choose to disable it for the current account
or for all the accounts using it. The user or the users will not be able
to log in to the application using this identity.
Disabling an OpenID identity used by multiple accounts
▪
Disabled
Click this icon to reactivate the identity. A pop-up window will be
displayed, allowing you to choose the proper action depending on the
number of VoipNow Professional accounts linked to this OpenID identity.
You may choose to enable it either for the current account only or for all
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the accounts using it. Depending on your choice, the user or the users
will be able to log in to the application again.
◦ Identifier - The OpenID identifier that will be used for logging in to
the VoipNow Professional account. The identifier is linked to one of the
available OpenID providers and represents the access key that can be
used by the account owners to log in to the application.
Clicking the link opens a pop-up window that allows you to verify if the
OpenID's access is still valid by refreshing the permission with the OpenID
provider.
Refreshing an OpenID identity
Click Ok to allow VoipNow Professional to check with the provider if
this OpenID identity is still allowed to connect to the application. In the
example below, the provider, Google Profiles, was asked if the test
identity can still be used for logging in. The answer was positive:
The test OpenID identity was successfully verified
◦ From provider - The OpenID provider the identity is linked to. Clicking
the link will open in a new browser window the provider's homepage, as
specified during configuration.
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◦ In use by - The number of VoipNow Professional accounts using the
identifier. On click, a pop-up window with information about those
accounts is displayed.
The accounts using the test OpenID identity
Note
This feature is most useful when your OpenID identity is linked to more than
one account.
◦ Created - The date the OpenID identity was added to the system.
Add a New OpenID Identity
You can add a new OpenID identity associated to one of the existing OpenID
providers that will be used to connect you to your VoipNow Professional extension
account by following the next steps:
1. Click the
Add OpenID identity icon available in the Tools section.
2. A pop-up window will be displayed, allowing you to link an existing OpenID
identity with the current VoipNow Professional account. After reading the
instructions, use the following controls grouped in the Login area:
• Provider - Use the drop-down list to select the OpenID provider that you
want to use. All the default and the custom added providers are displayed.
• OpenID account - Use the available text box to specify your OpenID
(e.g.: openidexample) or the link to your OpenID account (e.g.:
https://www.google.com/profiles/openidexample) that will be used
to log in to your VoipNow Professional account.
3. Click Ok to confirm the settings and link the new OpenID identity. To cancel
the process and close the window, click Cancel.
4. After filling in the required information, the following actions are possible:
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• If you are logged in to the provider with this OpenID, you will be
authorized to use it to connect to your VoipNow Professional account.
• If you are not logged it, you will be redirected to the provider's OpenID
endpoint page where you will be asked to log in. After the registration
will be successfully completed, your OpenID identity will be accepted for
connecting to your VoipNow Professional account.
Note
For more details, see the following section.
Remove an OpenID Identity
To remove an OpenID identity from the system, follow the next steps:
1. Choose the identity you want to remove by selecting its corresponding
check box.
2. Click the
Remove selected link. Depending on the number of accounts
linked to the OpenID identity, a confirmation pop-up window will be
displayed:
• If only your account is currently linked to this OpenID identity:
Removing the OpenID identity for a single account
• If more accounts are linked to this OpenID identity, you can choose to
remove it from the current account or from all the accounts using it:
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Removing the OpenID identity for multiple accounts
3. Click the desired option to remove the OpenID identity.
An Example of OpenID Authentication
This section will guide you through the entire process of setting up an
OpenID identity for one of the most popular providers, Google Profile.
Let us assume that you already have a Google Profile account you wish
to use to log in to your VoipNow Professional extension account. To do so, follow
the next steps:
1. In this example, we will consider that your Google Profile username is
openidexample. This actually is your OpenID that will be associated to
your VoipNow Professional account and that will be used to connect to the
application.
2. To add the OpenID identity, follow the next steps:
a. Click the
Add OpenID identity icon available in the Tools section.
b. Use the displayed pop-up window to link your openidexample OpenID
provided by Google Profile to your VoipNow Professional account:
• Provider - Select Google Profile .
• OpenID account - Fill in your OpenID, openidexample .
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Adding your OpenID identity for the Google Profile account
Click Ok to confirm the settings.
c. After submitting the request, VoipNow Professional will ask the provider
to check your identity. Depending on if you are logged in to your
openidexample Google Profile account or not, the possible actions are:
• If you are not logged in:
◦ Google Profile will ask you to connect in order to see if you actually
are openidexample.
Verifying your identity
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Google Profile is looking to see if the user that wants to connect
to VoipNow Professional from that IP address is the same person as
the openidexample account owner.
Fill in your password and click the Sign in button.
◦ Next, another window will be displayed, informing you that VoipNow
Professional is requesting you to sign in to your Google account with
openidexample OpenID.
Logging in to your Google Profile account
Click Log in.
◦ Your identity has now been successfully verified with Google Profile.
Click Finish to add the identifier.
The provider knows now that when it receives an OpenID login
request from VoipNow Professional for your account, it must allow
you to connect with your openidexample OpenID.
• If you are logged in, the verification is done automatically and the
OpenID provider will not ask you to confirm your identity.
d. Your OpenID identity is now available. You will be able to log in to your
VoipNow Professional account using the openidexample OpenID.
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Your OpenID identity
3. Now, to log in to your VoipNow Professional account with your OpenID, you
can do as follows:
a. Select the Use OpenID check box available in the login screen.
b. Choose Google Profile as your OpenID provider.
c. Fill in your openidexample OpenID as Username.
d. Click the Login button.
The system identifies the provider and sends the login request. Depending
on if you are logged in to your openidexample Google Profile account,
the outcome can be:
• If you are, you will be directly logged in to your VoipNow Professional
account.
• If you are not, you will be again required to provide the password to verify
your identity.
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Verifying your identity
Note
Additionally, you will be required to allow access for VoipNow Professional
to your Google Profile account IF the permission was previously revoked.
Note
If there are more than one VoipNow Professional linked to the same OpenID identity,
when logging in to the application, you will be required to choose the account you
want to be logged in to.
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Selecting the account to be logged in to
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Chapter 7
Phone Terminal Setup
In order to edit your extension's settings, follow the next steps:
1. Click the
Home link located in the left navigation panel.
2. Next, click the
Extension preferences icon located in the Tools area.
The extension's behavior can be modified using the following controls:
• Basic Settings
◦ Default music on hold folder – This folder contains the sound files that
will be played in order, when the caller is on hold or when the extension
waits for an operation to be performed. Click the
icon to view the
available folders. A pop-up panel that allows you to select the desired
default music on hold folder is displayed. Click the folder name link to
view the contained music on hold files.
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Select a music on hold file
The following information is provided:
▪ Listen - Use the available
controls to listen to the sound file. Its
total length is displayed as well, using the hours : minutes : seconds
format.
If you want download the sound on your hard drive, click the
and confirm your choice.
icon
▪ Sounds inside folder {path} - The sound files available in the chosen
folder.
Note
The path will display the folder name and also its origin:
//// placed before the name of a folder signals the admin's default folder.
/// placed before the name of a folder signals the reseller's default folder.
// placed before the name of a folder signals the client's default folder.
/ placed before the name of a folder signals the extension's default folder.
If you are searching for a particular sound, then you can use the available
controls.
In order to display all the sounds available in the system for all the events,
click the
Show all link.
You can navigate through the sound list by clicking the page number
displayed in the right side of the table. The total number of records is
shown in the left side.
◦ CallerID name in public calls – This feature allows you to customize
the CallerID name that will be displayed on the callee's screen when the
extension is calling public destinations. Use the drop-down list to choose
one of the three available options:
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▪ Set by server - The callee's phone terminal will display, if it supports
the CallerID function, the extension owner's Contact name.
▪ Set by equipment - The callee's phone terminal will display, if it
supports the CallerID function, the caller's name as it is set up from the
phone terminal apparatus.
▪ Set by user - If you select this option, a text box will be displayed,
allowing you to set the CallerID name to a custom alphanumeric value.
The value defined here will be displayed by the callee's phone terminal,
if it supports the CallerID function.
By default, the text box contains the extension's Contact name .
◦ CallerID number in public calls – This feature allows you to customize
the CallerID number that will be displayed on the callee's screen when the
extension is calling public destinations. Use the drop-down list to choose
one of the three available options:
▪ Set by server - The callee's phone terminal will display, if it supports
the CallerID function, the extension's public phone number.
▪ Set by equipment - The callee's phone terminal will display, if it
supports the CallerID function, the phone number of that particular
phone terminal apparatus.
▪ Set by user - If you select this option, a text box will be displayed,
allowing you to set the CallerID number to a custom numeric value with
three or more digits. The value defined here will be displayed by the
callee's phone terminal, if it supports the CallerID function.
By default, the text box contains the extension's phone number.
Customizing the CallerID name and the CallerID number
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Note
The system can send the CallerID name set by server and the CallerID
number set by user or vice-versa.
Note
If you choose either the Set by equipment or the Set by user options, the
Currently using CallerID numbers line will be disabled and you will not be
able to select a CallerID to be associated with the extension's outgoing calls.
◦ Currently using CallerID numbers - This feature allows you to choose
one or more CallerID numbers that will be sent when an outgoing call is
initiated. The available numbers are the ones defined for the channel(s)
(resource) used for routing the calls to public destinations.
The custom text box displays the CallerID number(s) currently in use.
The default number is displayed using bold characters.
To add a CallerID number, click the Change link. A pop-up panel will be
displayed, allowing you to manage the CallerIDs:
The CallerIDs pool
Note
In order to be displayed in this list, the public phone number(s) defined for
the channels (resources) used for routing the calls to public destinations
must be assigned to the client owning this extension.
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Note
It is possible to assign CallerIDs associated with DIDs that are on the client
pool, but that have not been assigned to any extension.
The following details are available in the Public Phone Numbers table:
▪ CallerID number - The CallerID of the DID assigned to the client
owning this extension.
This will be the Caller ID number displayed by the callee's phone
terminal when receiving a call from this extension.
Note
The public phone numbers can be defined for a certain channel by the
system administrator.
▪ Rings back to - The extension that rings the DID associated with this
CallerID. If the CallerID was not assigned to the extension, then '-' is
displayed.
Note
The public phone numbers can be assigned to the extension by its parent
accounts.
▪ Resource - The ID of the channel the public phone number was defined
for.
▪ Default - The CallerID's status:
• Set as default - A CallerID can be set as default if:
◦ it is associated with the extension
Note
A CallerID can be set as default even if it has not been assigned to
the extension's DID pool!
◦ it is not the default CallerID
• Yes - The CallerID is associated with the extension and it is the default
one.
• - - The CallerID has not been associated with this extension and
cannot be used for outgoing calls.
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To associate a CallerID with the extension, follow the next steps:
1. Select the corresponding check box(es).
2. Click the
Assign CallerIDs link
To disassociate a CallerID, follow he next steps:
1. Select the corresponding check box(es).
2. Click the
action.
Remove selected link. You will be asked to confirm the
Caution
When associating more than one CallerIDs to the extension, keep in mind
the following:
1. If you have selected more than one CallerIDs for a resource (channel),
then the system will send a random one to the public destination.
For example, let us assume that the outgoing calls are routed through
a resource (channel), Resource #1, for which there are three public
phone numbers defined and assigned to the client owning the extension:
1123, 345876 and 2854478. If you associate all three of them with the
extension, when initiating an outgoing call, the callee's phone terminal
will display, if it supports the CallerID function, one of the three numbers.
2. If you have selected CallerIDs for more than one resource (channel), then
the system will send the CallerID of the resource that routes the call.
For example, let us assume that the outgoing calls are routed through
Resource #1 , for which there is one public number defined and
assigned to the client owning the extension: 2255. You associate this
number with the extension and another one, 6987560, defined for
Resource #2. When initiating an outgoing call, the callee's phone
terminal will display, if it supports the CallerID function, 2255.
3. If the calls are routed through a resource that does not have a public
phone number assigned and you have a CallerID that belong to another
resource set as default, than the system will send the default CallerID.
For example, let us assume that the outgoing calls are routed through a
resource (channel), Resource #1, for which there are no public phone
numbers defined. Your default CallerID is set to 3689, that belongs to
another resource (channel), Resource #3. When initiating an outgoing
call, the callee's phone terminal will display, if it supports the CallerID
function, 3689.
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◦ Do not send CallerID on public calls [] (Anonymous) - Select
this check box if you do not want your CallerID to be sent to public
destinations. The callee's phone terminal will display, if it supports the
CallerID function, the Anonymous string.
◦ Send public CallerID on internal calls [] (if public CallerID is
available) – Select this check box if you want the public CallerID, when
available, to be used for local and extended local calls as well.
Note
When this option is enabled, the association between the Phone terminal
user's CallerID and an existing card code defined for the same CallerID is
made.
◦ Preserve original CallerID on transferred calls - Select this check
box if you want VoipNow Professional to keep the original CallerID when
the call is forwarded between destinations.
◦ Send SIP P-Asserted-Identity header – When enabled, a new header
is added to all outgoing INVITE requests sent from this extension.
The header contains the extension's caller ID number, e.g. P-AssertedIdentity: sip:0003*003@localhost.localdomain.
◦ Hangup when extension does not answer in {x} seconds – Use this
text box to define the time interval a call is allowed to ring before being
terminated by the VoipNow Professional server. The default value is 30
seconds.
◦ Do not keep calls in parking lots for more than {x} seconds – Use
this text box to define the time interval a call is allowed to remain in the
parking lot before being transferred back to the extension that parked the
call. The default value is 180 seconds.
• Instant Messaging
◦ Enable server chat access – Select this check box to allow the
extensions to access the IM chat server.
• Calling Features
◦ Call waiting active – Calls are not rejected when the extension is busy.
When this option is enabled, the user will be able to answer to multiple
calls using the phone's call waiting features.
◦ Do not disturb function active – When this option is enabled, calls are
rejected and a custom sound file is played to the callers trying to contact
the extension.
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◦ [] Play sound {folder} when DND is activated – Select this check
box if you want a sound to be played to the callers trying to contact the
extension while the Do not disturb function is enabled. Use the
icon
to view the available sound files or manually fill in the file's location. A
pop-up panel listing all the sounds matching the name specified in the
text box is displayed.
Selecting a sound file
The following information is provided:
▪ Listen - Use the available
controls to listen to the sound file. Its
total length is displayed as well, using the hours : minutes : seconds
format.
If you want download the file on your hard drive, click the
confirm your choice.
icon and
▪ Name - The name of the sound file. Click the link to select it.
▪ Folder - This column displays the file's folder location.
Note
The path will display the folder name and also its origin:
//// placed before the name of a folder signals the admin's default folder.
/// placed before the name of a folder signals the reseller's default folder.
// placed before the name of a folder signals the client's default folder.
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/ placed before the name of a folder signals the extension's default folder.
If you are searching for a particular sound, you can use the available
controls.
In order to display all the sounds available in the system for all the events,
click the
Show all link.
You can navigate through the sound list by clicking the page number
displayed in the right side of the table. The total number of records is
shown in the left side.
• Voicemail – This feature allows callers to leave voice messages when the
extension is unavailable or busy.
◦ Enable voicemail – When this check box is selected, the extension is
able to use the voicemail function.
Enabling the voicemail recording will allow you to manage the extension's
voicemails sharing from the Edit Sharing Policies page.
◦ Mailbox storage space – The space limit allowed for the mailbox. Use
this text box to specify the number of Mb that the mailbox should not
exceed. If you do not want to set a size limit, select the Unlimited check
box.
◦ Auto delete messages older than {x} days - Use the this text box
to specify the number of days after which all the messages will be auto
deleted. Values for this parameter range from 1 to 999.
◦ New message notification – Choose the action that will be performed
by VoipNow Professional when the extension receives a new voicemail
message:
▪ Send alert email – When this option is selected, the extension owner
receives an email notifying him about a new voicemail message.
▪ Send message by email – When this option is selected, the extension
owner receives the new voicemail message file by email.
◦ Voicemail password – The password requested when the mailbox is
accessed over the phone.
Note
If you do not set a password for the voice mailbox, the extension owner
will not be able to access his mailbox over the phone. However, he will still
be able to manage the voice mailbox through the VoipNow Professional
interface.
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◦ [] Voicemail automatically answers after {x} seconds – When the
check box is selected and the extension user does not answer in {x}
seconds, than the call is transferred to Voicemail.
◦ Add extension to company directory – Select this check box if you
want to add your extension to the list containing the company's extension
numbers. The company directory has a functionality similar to a phone
agenda and can be accessed either directly from the keypad by dialing
*22 or by using a specially designed IVR action called Play company
directory and can be used when you want to call a certain extension,
but you do not know its number. You will be asked for the name you are
looking for and all the numbers matching that key combination will be
played.
Note
It is not mandatory to add the extension to the company directory. Therefore,
have in mind that the extension's number will not be returned as a search
result when someone is looking for it if you had not previously added it to
the list.
•
Conference Settings – This feature allows more than two extension
owners to take part to the same phone conversation.
Note
The Conference function is available only for the extensions that have
Extension is multi-user aware permission enabled.
◦ Conference function enabled – When this check box is selected, the
extension is able to create and join conference calls.
◦ Conference room size – Use this text box to set the maximum number
of users that can join the conversation. You can fill in any number between
2 and 99.
◦ Timeout on empty conference room {seconds} seconds – Use this
text box to set the timeout until the conference ends when there are no
participants left. You can fill in any number between 1 and 9,999. If the
conference is scheduled to close when all moderators exit, this option is
not going to be taken into consideration.
◦ Enable music on hold – When this option is selected, VoipNow
Professional plays the files located in the Default music on hold folder
if there is only one user present in the conference.
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◦ Prompt for PIN on conference creation – When this option is enabled,
VoipNow Professional asks the conference creator to set a password; all
the users that join the conference have to dial this password in order to
access the conference.
◦ Close the conference when all conference moderators exit – When
this option is enabled, VoipNow Professional terminates all the calls when
all the conference moderators exit the conference.
◦ Announce user count on joining conference – When this option is
selected, VoipNow Professional announces any new participant about the
number of users in the conference call.
◦ Announce users joining/leaving – When this option is selected,
VoipNow Professional announces the users about any participant joining
or leaving the conference call.
•
Fax Center – This feature allows the extension to receive faxes and
manage them by using the extension account.
◦ Enable fax center – If this check box is selected, the extension will
be able to receive faxes. When a fax message is received, VoipNow
Professional will save it into a file on the server. The extension user will
be able to later retrieve them.
Enabling the voicemail recording will allow you to manage the extension's
voicemails sharing from the Edit Sharing Policies page.
◦ Accept faxes sent by email to - If this option is enabled, the extension
will accept faxes sent to the administrator's email address, defaulted at
installation.
◦ Accept fax from email - Use the text box to specify the email addresses
from which the extension should accept fax messages.
Use the
buttons to remove/add email addresses from the list:
removes the email address.
adds another email address.
Note
This option is enabled only if the Accept faxes sent by email to check box
has been previously selected.
◦ Play sound {sound} before sending fax - Select this check box if you
want to choose a sound that will be played before a fax message is sent.
Use the
icon to view the available sound files or manually fill in the
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file's location. A pop-up panel listing all the sounds matching the name
specified in the text box is displayed.
Selecting a sound file
The following information is provided:
▪ Listen - Use the available
controls to listen to the sound file. Its
total length is displayed as well, using the hours : minutes : seconds
format.
If you want download the file on your hard drive, click the
confirm your choice.
icon and
▪ Name - The name of the sound file. Click the link to select it.
▪ Folder - This column displays the file's folder location.
Note
The path will display the folder name and also its origin:
//// placed before the name of a folder signals the admin's default folder.
/// placed before the name of a folder signals the reseller's default folder.
// placed before the name of a folder signals the client's default folder.
/ placed before the name of a folder signals the extension's default folder.
If you are searching for a particular sound, you can use the available
controls.
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In order to display all the sounds available in the system for all the events,
click the
Show all link.
You can navigate through the sound list by clicking the page number
displayed in the right side of the table. The total number of records is
shown in the left side.
◦ Maximum disk space for received faxes – The space limit allowed
for the storage of the received fax files. Use this text box to specify the
number of Mb that the fax files should not exceed. If you do not want to
set a size limit, select the Unlimited option.
◦ Auto delete received faxes older than {x} days - Use the this text
box to specify the number of days after which all received faxes will be
auto deleted. Values for this parameter range from 1 to 999.
◦ New received fax notification – Choose the action that will be
performed by VoipNow Professional when the extension receives a new
fax message:
▪ send alert email – When this option is selected, the extension owner
receives an email notifying him about a new fax message.
▪ send fax by email – When this option is selected, the extension owner
receives the new fax message file by email.
◦ Fax automatically answers after {x} seconds – If the extension user
does not answer after {x} seconds, the server will try to answer in order
to detect a fax.
◦ If not a fax, send to voicemail – When this option is enabled, the server
will transfer the call to the extension's voicemail in case the call is not a
fax. Otherwise the system will answer with fax tone.
Note
This option is available only if the Enable Voicemail check box is selected.
•
Call Recording – This feature allows the user to record phone
conversations.
◦ Call recording function enabled – When this option is enabled, the
user is able to use the call recording functions.
Enabling the voicemail recording will allow you to manage the extension's
voicemails sharing from the Edit Sharing Policies page.
◦ Call recording storage space – Use this text box to specify the number
of Mb that the recorded calls should not exceed. If you do not want to set
a size limit, select the Unlimited option.
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◦ Record triggered – Use the available options to specify when/how call
recording will be triggered:
▪ Never – Although the call recording feature is enabled, it is not used.
▪ Only conferences – When this option is enabled, VoipNow Professional
will record only conference conversations. This option is available only
if Conference feature is enabled.
▪ When *1 is pressed – When this option is enabled, the user will be
able to start the recording of a conversation by dialing *1 on his phone
pad.
▪ All calls are recorded – When this option is enabled, VoipNow
Professional will record all the conversations of the extension.
◦ Play sound {sound} when call recording starts – When this option
is enable, VoipNow Professional plays the sound each time a recording
operation starts. Use the
icon to view the available sound files or
manually fill in the file's location. A pop-up panel listing all the sounds
matching the name specified in the text box is displayed.
Selecting a sound file
The following information is provided:
▪ Listen - Use the available
controls to listen to the sound file. Its
total length is displayed as well, using the hours : minutes : seconds
format.
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If you want download the file on your hard drive, click the
confirm your choice.
icon and
▪ Name - The name of the sound file. Click the link to select it.
▪ Folder - This column displays the file's folder location.
Note
The path will display the folder name and also its origin:
//// placed before the name of a folder signals the admin's default folder
/// placed before the name of a folder signals the reseller's default folder
// placed before the name of a folder signals the client's default folder
/ placed before the name of a folder signals the extension's default folder
If you are searching for a particular sound, you can use the available
controls.
In order to display all the sounds available in the system for all the events,
click the
Show all link.
You can navigate through the sound list by clicking the page number
displayed in the right side of the table. The total number of records is
shown in the left side.
• Password Protection - This feature allows you to block the access to the
phone terminal for a certain period of time. The terminal can be blocked/
activated from its key pad by dialing the password set in this section. A
blocked phone terminal cannot be used for placing or receiving calls. If the
Voicemail feature is enabled, than the incoming calls will be redirected to
voicemail while the phone terminal is blocked.
◦ Protected phone access active - Select this check box if you want to
enable the Password Protection feature for your extension.
Note
After enabling this feature and defining the required password, the following
message will be displayed next to the check box: Currently access to
phone is unrestricted . Clicking the Block link will restrict the phone
terminal usage.
The Currently access to phone is blocked message is displayed when
the phone terminal usage is restricted. If you want to be able to dial/receive
calls again, click the Unblock link.
◦ Old access password
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Note
This line is displayed only when editing your extension's settings, if a
password was previously defined for the Password Protection feature.
◦ Password to access telephony - Use the available text box to specify
the password the you will have to dial to block/activate the access to your
phone terminal.
Note
The password must be a number between 3 and 12 digits in length.
Note
When this feature is enabled, to block/activate the phone terminal, you first
have to dial *11 using the terminal's key pad and than, the password defined
in this section.
Caution
To define the behavior of the extension for the case when the user cannot answer a
call, you must take into account the following parameters:
• Consider 'No answer' after {no answer} seconds
• Voicemail automatically answers after {voicemail answer} seconds
• Fax automatically answers after {fax answer} seconds
• If not a fax, send to voicemail
The following configuration is recommended for a correct behavior:
• {no answer} > {voicemail answer} > {fax answer}.
• If not a fax, send to voicemail check box selected.
Provisioning and SIP
VoipNow Professional can automatically configure the SIP devices
associated with a Phone terminal extension using the default provisioning
templates that contain configuration files specific to each device model. This
feature is called provisioning and it helps you set and maintain identical
configurations for a large number of equipments.
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Starting VoipNow Professional 2.5.1, major changes were made to the
provisioning process in order to improve the customization options and to reduce
the workload when dealing with a large number of devices and extensions. The
Provisioning and SIP Preferences page was updated as well and it is now
offering extra features.
You can manage the extension's SIP preferences or provision a new device
using the controls grouped into the following fieldsets:
• Provisioning
Caution
This section is displayed only if there is no SIP device already provisioned for
the extension and if the Allow to provision devices permission level is not
set to None!
◦ Use provisioning - Select this check box if you want to provision a new
SIP device for the current Phone terminal extension. This will unlock the
Device Information and the Device Settings fieldsets, allowing you to
configure the equipment.
By doing so, the extension will get all its setup parameters from the
provisioning server. Otherwise, you will have to manually set the device
parameters.
Note
You have access to this option, regardless the Allow to provision devices
permission level set for your parent accounts, as long as one of them granted
you the Modify permission and if there is no device provisioned for your
extension.
• Device Information
Caution
This fieldset is not displayed if the extension's Allow to provision devices
permission level is set to None, regardless if there is a device provisioned for
this account or not!
You can use the available controls if you have previously selected the Use
provisioning check box or if one of your parent accounts has provisioned a
device for your extension. This fieldset provides the following customizable
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preferences if you want to define a new SIP device or to edit the details of
the existing provisioned device:
◦ Friendly name - Fill in a custom name that will differentiate the
provisioned device. The value must be alphanumerical and must have
between 3 and 32 characters in length. It is not unique.
Note
If the extension's Allow to provision devices permission level is set to
Modify and a device is already provisioned for this account, then you are
able to edit this parameter.
◦ Manufacturer - Use the drop-down list to choose the manufacturer that
produces the device you want to provision. All the brands supported by
the VoipNow Professional provisioning system are displayed.
Note
VoipNow Professional 2.5.2 supports 39 SIP devices and firmware versions
that can be automatically provisioned using specific configuration files. New
equipment is constantly added to the list, but for the moment, the supported
manufacturers are:
▪ Aastra
▪ Cisco
▪ Grandstream
▪ Linksys
▪ Polycom
▪ Snom
▪ Thomson
▪ Tiptel
▪ Yealink
◦ Model - Select one of the device models available for the chosen
manufacturer.
◦ Firmware/Version - Use this drop-down list to select one of the
firmware/ product versions corresponding to the selected brand and
model. Have in mind that the configuration file may be different for the
same device, depending on its firmware/version.
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Note
For the moment, only Cisco (7940) and Cisco (7960) have two different
configuration files, for firmware 7.x and 8.x.
◦ Use the Application version text box if you want to provide the
device's specific firmware version (e.g.: P0S3-08-11-00). This value will
be retained in the data base and used in the configuration file generated
for the selected device.
Note
For the majority of devices, you do not have to fill in this text box. Anyhow,
there are certain cases (e.g.: Cisco) when the device requires the presence
of the exact application version in the configuration file in order to be
provisioned.
Check the supplied user guide for clarifications.
◦ MAC address – Fill in the device's MAC address. The text box is autopopulated with the first three segments specific to each manufacturer
(e.g.: 00:04:13 for Snom). The value must have the standard format:
XX:XX:XX:XX:XX:XX, where X is a hexadecimal digit (e.g.: 0-9, A-F or
a-f).
Note
Check the equipment's manual to find its MAC address.
Note
If the extension's Allow to provision devices permission level is set to
Modify and a device is already provisioned for this account, then you are
able to edit this parameter.
◦ Use MAC based provisioning - If the system administrator enabled
the Allow MAC based provisioning on HTTP(S) - [ ] (less secure)
option and if the Update protocol is either HTTP or HTTPS, then, if you
select this check box, the provisioning link will be generated based on the
device's MAC address.
The provisioning link is generated based on the Serial number and on
the provided MAC address. For a Snom 360 device, the link could be:
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▪ If the Use MAC based provisioning check box is selected and
the Update protocol is set to HTTP: http://192.168.14.39/pro/
p/000413000001.
▪ If the Use MAC based provisioning check box is not selected and
the Update protocol is set to HTTP: http://192.168.14.39/pro/p/
id/32783dad2/32783dad2_000413000001.html.
Note
For some manufacturers, like Polycom, the provisioning links may look
different:
http://192.168.14.71/pro/p/id/359186572711/0004f204eaa6.cfg
Note
If a duplicate MAC address is found in the database, then you are not be
able to add the device and an error message is displayed.
Note
If the extension's Allow to provision devices permission level is set to
Modify and a device is already provisioned for this account, then you are
able to manage this option.
◦ Status - If you just want to define and assign the device without
provisioning it, then you should select Disable. The provisioning file
will not be generated. On the other hand, if you want to finalize the
provisioning process, select Enable.
◦ Notes - Use this text box if you want to add supplementary information
about the device.
Note
If the extension's Allow to provision devices permission level is set to
Modify and a device is already provisioned for this account, then you are
able to edit this parameter.
If one of your parent accounts, including the system administrator, has
previously assigned a line from a device to the current account, then,
regardless the extension's Allow to provision devices permission level,
the layout of this fieldset is changed as in the example below. Also, VoipNow
Professional displays an information message on top of the page, reminding
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you to set your phone update location to the configuration file generated
for it. The example is for a Snom 360 SIP device:
A Snom 360 SIP device is assigned to extension Joe Doe
• Device Settings
Caution
This fieldset is not displayed if the extension's Allow to provision devices
permission level is set to None!
◦ Administrator username - Use the available text box if you want
to define the username for logging in to the device's browser based
configuration interface.
Note
Not all the devices support configuration via a web browser. Check the
documentation of the equipment you want to provision for additional
information.
Caution
This option is not available for the devices manufactured by Snom and
Polycom.
◦ Choose the Administrator password:
▪ None - No password will be required to connect to the device's browser
based configuration interface.
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▪ Automatically generated - VoipNow Professional will randomly
generate a password for you.
▪ Manually set - If you like, you can manually set and confirm the
Password using the two additional fields displayed.
Caution
This option is not available for the devices manufactured by Snom and
Polycom.
◦ Phone update interval - Optionally, you can set the number of minutes
the device waits before checking for updates on the provisioning server.
To do so, fill in this text box. The accepted values range from 1 to 99,999
minutes/seconds, depending on the device's settings. The default value
is 10 minutes.
◦ The Update protocol list is automatically populated with the protocols
used by the selected device to access the configuration file on the
provisioning server. The possible options are:
▪ HTTP - This is the preferred method, if available.
▪ HTTPS - While it is more secure, this method requires the installation of
a CA signed certificate on the web server.
▪ TFTP - Choose this legacy provisioning method only if HTTP is not
available.
◦ The most important step when adding a device is to select the appropriate
Provisioning template. For your account level, the drop-down list
displays only the Server default template that includes the standard
configuration files of all the devices supported by VoipNow Professional.
Therefore, you can only provision your device using the default settings.
◦ Starting VoipNow Professional 2.5.2, you can set the time zone that will
be used by the selected phone device. Basically, this option allows you to
choose from the available drop-down list the time that will be displayed
on the device's screen. This value may be different than the one used by
your extension account.
When provisioning a new device, the your account's time zone (e.g.: GMT
+ 3) is automatically selected. You can choose to use it or select another
one as you are not conditioned to keep the default value.
When editing the settings of an already provisioned device, the displayed
time zone is the one of the device and not the one set for your account
(if different). If you modify it, the provisioned device's time settings will
be updated accordingly.
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◦ Regenerate provisioning files - Select this check box if you want the
provisioning files available for the current extension to be regenerated
with the new settings.
• SIP Preferences
Note
This section is called SIP and IM Preferences if the extension's Enable chat
server access permission is enabled. More details can be found here .
Caution
You have complete access to your Provisioning and SIP Preferences
fieldsets only if one of your parent accounts enabled your Phone extension
SIP management permission. If not, then you have access only to the
following features:
◦ Use the same password with interface
◦ Phone password
◦ Confirm phone password
◦ Equipment description
◦ Use the same password with interface – When this option is enabled,
the extension user's phone will use the account login password to
authenticate to the VoipNow Professional server. If the check box is
disabled, you can use the two following text boxes to set and confirm the
phone password.
◦ Phone (and IM) password - The password used for logging in to the
phone (and to the instant messaging client).
◦ Confirm phone (and IM) password - Use this text box to re-enter the
password used for logging in to the phone (and to the instant messaging
client).
◦ Allowed codecs – Use these check boxes to select the codecs supported
by the phone device.
Note
The displayed codecs depend on the selection made by the system
administrator.
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◦ Phone does not register, is located on IP {} Port {} and {has to/
does not have to} authenticate - All the incoming calls from this IP/
Port require/do not require authentication.
The drop-down list is disabled until an IP address is filled in.
Note
If the same IP is in use by another extension that does not have
to authenticate, an error message is displayed, telling you that this
configuration cannot be saved.
Caution
For the moment, the has to authenticate option is not functional.
Please avoid using it!
◦ Allow extension SIP connection only from IP {IP_address}
(maximum class C (/24) - You can use this text box to limit the
extension usage to an IP or a network. Only the IP(s) specified here will
be allowed to receive and make calls from this extension. Registration on
the phone is still needed in order to receive calls. You can add several IPs
by using the
buttons.
◦ Equipment description – Use this text box to briefly describe your
device.
If one of your parent accounts, including the system administrator, has
previously assigned a line from a device to the current account and if your Allow
to provision devices permission level is set to View, then the details about that
equipment are displayed in a special section:
• Provisioning Information
◦ Device manufacturer - The brand that manufactures the provisioned
equipment (e.g.: Snom, Cisco).
◦ Model - The equipment type (e.g. 360 for Snom, 7960 for Cisco).
◦ Firmware/Version - The device's firmware or version chose for
provisioning. It is important because each model version/firmware may
have a distinct configuration file.
◦ MAC address - The device's Media Access Control address. The first three
segments are unique for each device manufacturer (e.g.: 00:04:13 for
Snom).
◦ Device line - The line to which the current extension is assigned to.
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Also, VoipNow Professional displays an information message on top of the
page, reminding you that a device is already provisioned for the current extension
and to set your phone update location to the configuration file generated for it.
The example is for a Snom 360 SIP device:
A Snom 360 SIP device is assigned to extension Joe Doe
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Chapter 8
Sharing Policies
Using the controls available in the Edit Sharing Policies page you can
allow your extension to share its call history and its voicemail messages, recorded
calls and received fax messages (if these features have been already enabled)
with other extensions in the group(s) where it is member. If enabled, you will be
able to read the shared information from his own interface, but you will not be
able to delete anything.
To access this page, click the
Tools area.
Sharing policies icon available in the
• Share my voicemail with
Note
This sharing option is available only if the Enable voicemail check box was
previously selected in the extension's configuration page.
For more details about configuring the extension, see the Phone Terminal
Setup section.
• Share my incoming faxes with
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Note
This sharing option is available only if the Enable fax center check box was
previously selected in the extension's configuration page.
For more details about configuring the extension, see the Phone Terminal
Setup section.
• Share my recordings with
Note
This sharing option is available only if the Call recording function enabled
check box was previously selected in the extension's configuration page.
For more details about configuring the extensions, see the Phone Terminal
Setup section.
• Share my call history with
Note
From the Available groups lists you may choose with whom the extension will share
its call history, voicemails, fax messages or recorded calls:
• EVERYBODY - If you select this option, then the Phone terminal extension
will share its voicemail messages with all the extensions that have the
voicemail enabled and that belong to the same client account.
• NOBODY - The extension will not share anything with anyone.
• {group_name} - The list displays all the groups created by client where the
extension is member. You can choose the group(s) the extension will share
data with by clicking the corresponding name. You may select as many groups
as you want.
To unassign a group, simply click on its name in the Assigned groups list. Also, if
you want to unassign all the groups, click NOBODY.
Note
Inside a group, it is not necessary for an extension to have any sharing option enabled
in order to be able to see another extension's call history.
For example, Extension 1 shares its call history with NOBODY and it is member of
Group A. Extension 2 is part of the same Group A and shares its call history with all
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the group members (it has the {group_name} option selected. Than, Extension 1
will be able to see the call history for Extension 2.
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Chapter 9
Phone Terminal Features
Manage the Phone Terminal's Voice Mailbox
This feature gives the user the possibility to leave a voice message if the
called extension is unavailable and if it has the Voice Mailbox option enabled.
Voicemail Overview
To access the Mailbox Management page, follow the next steps:
• Click the
Home link located in the left navigation panel.
• Next, click the
Mailbox icon.
Note
The Mailbox icon is available only if the extension has the voicemail feature
enabled.
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Here, you can find a list with all the voicemail messages recorded for your
extension and, if the extension is part of a group, for all the other extensions that
have the appropriate Sharing Policy enabled (either with EVERYBODY, or only
with the group(s) the current extension is member of).
For example, let us assume that your extension is part of Group 1.
Extension 002 is also part of that group. If extension 002 has the Share my
voicemail with Group 1 policy enabled, then its voicemail files will be visible
to your extension as well.
• Search for specific messages.
• Download message files on your computer.
• Remove voicemail messages.
• Activate/deactivate the voicemail feature.
VoipNow Professional displays the following details about each existing
voicemail message:
• Listen - Use the available
controls to listen to the message. Its total
length is displayed as well, using the hours : minutes : seconds format.
If you want download the sound on your hard drive, click the
confirm your choice.
icon and
• From – The CallerID and the extension of the person who left the voicemail
message.
• Mailbox - The number of the extension the voicemail message belongs to.
• Folder – The folder where the voicemail is stored.
• Size – The voicemail size, in KB.
• Received at – The date and time the voicemail message was recorded.
Note
You can update this page by clicking the
of the screen.
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Searching the Voicemails List
When you are searching for specific voicemail messages, you can use one
or more of the available filters:
Show mailbox {owner} Search {CallerID}, where:
• {owner} - Use the drop-down list to choose whose voicemail messages
to be displayed:
◦ Personal - Only the voicemails received by the current extension are
displayed.
Note
This is the default value.
◦ {extension_no} - Depending on how many extensions in the group(s)
have the voicemail Sharing Policy enabled, you can choose from the list
the {extension_no} whose messages you want to see.
Note
For example, Extension 1 is part of the Phone Terminals group.
Extension 2 and Extension 3 are also members of this group. The two
extensions have the appropriate policy enabled and they are sharing their
voicemails with the Phone Terminals group. Therefore, Extension 1
will be able to see the voicemails both of Extension 2 and Extension 3.
◦ All - Both the personal messages and the ones belonging to all the
extensions in the group(s) that have the voicemail Sharing Policy
enabled are displayed.
The list will be automatically updated according to your choice.
• {CallerID} - Use the available text box to specify the CallerID of the user
that left the voicemail message you are looking for.
Check Your Messages
If you want to listen to your voicemail messages, you have the following
options:
• Use your computer – This method will be described in this section.
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• Use your phone – This can be done by calling *95 from your local
phone. If you want to listen to your messages from a remote location, call
your extension's public phone number and then dial * during the voicemail
invitation message.
To download the messages on your computer, follow the next steps:
1. Choose the voicemail message you want to save on your computer from
the Message List.
2. Click its corresponding link available in the From column. Use the download
pop-up panel to confirm if you want to save the file on your computer or
just to open it.
Note
VoipNow Professional names the message file using the standard format
msg{xxxx}.ext, where {xxxx} is a number automatically assigned by
VoipNow Professional and ext is the sound file extension.
3. Save the file on your local computer.
Now you can listen to the voicemail message using your favorite media
player.
Note
Once you have downloaded a voice message, the message is marked as read and
automatically moved from the INBOX folder to the OLD folder.
Manage Greetings
This feature allows you to upload new greeting files or to visualize the ones
available in the system. The greeting is the message callers will hear prompting
them to leave a voicemail message.
The Greetings of Extension {extension_name} page can be accessed
by clicking the
Manage greetings icon available in the Tools area.
The information is grouped into several sections:
• Upload Greeting - Use this section to add new greeting messages.
◦ Greeting type – Use the drop-down list to select the greeting message
type:
▪ Temporary greeting
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▪ Unavailable message
▪ My name
▪ Busy message
◦ Greeting file – Use the
computer.
button to locate the greeting file on your
Note
The accepted file extensions are: .mp3, .wav, .gsm and .raw.
◦ Click Ok to upload the selected file or Cancel to return to the previous
page without adding the greeting.
• Greetings - VoipNow Professional displays the following information about
each existing greeting file:
◦ Listen to greeting – The greeting file's name. Click the link to listen to it.
◦ Greeting type – The greeting type.
◦ Size – The greeting file size, in Kb.
◦ File created – The date when the greeting file was added to the system.
Enable or Disable the Mailbox
•
•
Activate voicemail – Click this icon to activate the voice mailbox.
Deactivate voicemail – Click this icon to deactivate the voice mailbox.
Manage the Phone Terminal's Fax Messages
VoipNow Professional allows the Phone terminal type extensions to send
and receive fax messages that can be managed through the VoipNow Professional
control panel.
Fax Center Overview
To access the Fax Messages Management page, follow the next steps:
• Click the
Home link located in the left navigation panel.
• Next, click the
Fax center icon.
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Note
The
Fax center icon is available only if the extension has the voicemail
feature enabled.
Here, you can find a list with all the fax messages received by your
extension and, if the extension is part of a group, by all the other extensions that
have the appropriate Sharing Policy enabled (either with EVERYBODY, or only
with the group(s) the current extension is member of).
For example, let us assume that your extension is part of Group 1.
Extension 002 is also part of that group. If extension 002 has the Share my
incoming faxes with Group 1 policy enabled, then its faxes will be visible to
your extension as well.
Multiple operations can be performed using the controls available in this
page:
• Search for specific fax messages.
• Download fax files on your computer.
• Remove fax messages.
• Enable/disable the fax center.
• Manage sent faxes.
VoipNow Professional displays the following details about each fax
message:
• T – This icon displays the fax message type:
◦
Incoming
◦
Outgoing
• From – The CallerID of the fax machine that sent the fax message. Click
this ID to download the file on your computer.
• Faxbox - The number of the extension that received the fax message, for
example 0006*001.
• Pages – The number of pages the message was received in.
• Size – The fax file's size, in KB.
• Received – The date when the fax file was received.
Note
The new messages are displayed using bold characters.
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Searching the Fax Messages List
When you are searching for specific fax files, you can use one or more of
the available filters:
Search {text} belonging to {owner}, where:
• {text} - Use the available text box to specify the sender's CallerID.
• {owner} - Use the drop-down list to choose whose fax messages to be
displayed:
◦ Personal - Only your faxes will be displayed.
Note
This is the default value.
◦ {extension_no} - Depending on how many extensions in the group(s)
have the received faxes Sharing Policy enabled, you can choose from
the list the {extension_no} whose messages you want to see.
Note
For example, your extension is part of the Phone Terminals group.
Extension 2 and Extension 3 are also members of this group. The two
extensions have the appropriate policy enabled and they are sharing their
fax messages with the Phone Terminals group. Therefore, your extension
will be able to see the faxes both of Extension 2 and Extension 3.
◦ All - Both your messages and the ones belonging to all the extensions
in the group(s) that have the received faxes Sharing Policy enabled are
displayed.
After you have decided on the filters you want to use, click the
link to display only the fax messages that match your search criteria.
Search
Enable or Disable Fax Center
•
•
Enable fax center – Use this icon to enable the fax center.
Disable fax center – Use this button to disable the fax center.
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View the Sent Faxes List
VoipNow Professional allows your extension to send fax messages using:
• email messages, by attaching the fax content as a .pdf, .jpg or .tiff file
to an email message, which is sent to a special faxing email address on the
server. For more information, go to the VoipNow Professional Knowledge
Base area.
• the VoipNow Professional interface, by uploading a fax message as
a .pdf, .jpg or .tiff file using the controls available in the Sent Fax
Messages Management page, available for all the Phone terminal
extensions that were configured to manage fax files.
To access the Sent Fax Messages Management page, click the
faxes icon available in the Tools area.
Sent
Here, you to send fax messages to various recipients and check the list of
all the messages successfully sent or that are in process of being sent.
• Upload Fax Files - Use the controls available in this section when you want
to send a new fax message.
◦ Send fax to recipients {number} Phone numbers (separated by
commas) - Use the expandable text box to specify the phone numbers
you want to send the fax to. You cannot list more phone numbers then the
Maximum number of fax recipients set by the system administrator.
◦ Fax file - Use the button to locate the file(s) you want send. You cannot
add more files than the Maximum number of files per composed fax
set by the system administrator. Only the .pdf, .jpg and .tiff file types
are supported.
Use the
buttons to add several files to the fax message.
◦ Send later - When this check box is selected, the fax message will be
saved under the status Not approved. Later, you will be able to click the
Approved link in order to send the fax to its recipient(s).
◦ Click Ok to upload the new fax. Click Cancel to go cancel return to the
previous page without sending the fax message.
• Sent Faxes - This section displays the following information about each
sent fax message:
◦ Source - This icon shows how the fax message was sent:
▪
- From the VoipNow Professional interface.
▪
- Using an email message.
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◦ ID - The fax message ID that shows the chronological order in which the
fax messages were sent.
◦ Approved - This column displays the fax message's approval status:
▪ Yes - The fax message is approved.
Note
All the fax messages added from the interface are already approved.
▪ No - The fax message has not been approved yet. It can be either preapproved, if the Status column displays Pre-Approved, or a regular
unapproved email2fax message. You can click the No link to manually
approve the fax.
Note
The Pre-Approved status is available only for the fax messages sent by
email that contain special headers.
▪ -- - This sign is displayed when an unapproved fax message was
removed from the system.
◦ Fax to - The extension number of the fax message's recipient(s).
◦ Status - A fax message can have one of the following states:
▪ Not approved - The fax message has not been approved.
▪ Pre-Approved - The Pre-Approved Fax mechanism is designed to
allow sending a fax message to a particular extension without adding
its authorized source email address in VoipNow Professional . Also, it
will no longer be required to click a link in order to accept sending the
fax message.
Note
There is no confirmation needed for a fax message in the Pre-Approved
status, it will be automatically sent in a few minutes after its creation.
▪ Approved - The fax message is approved and can be sent by clicking
the link.
▪ Scheduled for sending - The fax message is scheduled for sending
and VoipNow Professional tries to deliver it to the destination.
▪ Sent - The fax message was successfully sent to all recipients.
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▪ Partially sent - The fax message was sent only to some of the
recipients. Click the link to finalize the operation.
▪ Send failed - The fax message was not sent due to an error. Click the
link to send it again.
Note
If a fax message's status is Partially sent or Send failed, you can reschedule it for sending by clicking either its status, either the Resend link
available in the Sent on column.
▪ Canceled - This fax message will no longer be sent to anyone.
Note
This status is displayed after clicking the Cancel link available in the Sent
on column.
▪ Purged - A fax message reaches this status after it is erased from the
system. This happens when the fax message has been stored in the
system longer then the number of days allowed.
◦ Size - The size of the fax message, displayed in KB or MB.
◦ Added - The date the fax message was added to the system.
◦ Sent on - This field has different values, depending on the fax message
status:
▪ If the fax message status is Sent or Partially sent, then here it is
displayed the date when it was sent.
▪ If the status is Send failed, then here two links are displayed:
• Resend - Click the link to retry to send the fax.
• Cancel - Click the link if you do not want to send the fax message
anymore. The status will change to Canceled .
▪ If the fax message's status is different from the above values, then only
the Cancel link is displayed.
◦ Info - Clicking the available icon will open a pop-up panel that displays
all the attempts to send the message and their outcome.
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Note
The message displayed above the table shows the IP address from where
the fax message sending was approved, for example 192.168.1.22.
The following information is available for each attempt:
▪ Attempt to - The recipient's phone number. When there are two or
more recipients, the phone number is replaced by All destinations .
▪ Date - This is the date when the system tried to send the fax.
▪ Result - The sending process outcome.
Note
The first line displayed in the pop-up panel for all the fax messages shows
that the application initiated the call in order to send the fax to all the specified
destinations.
Searching the Sent Faxes List
When you are searching for specific sent faxes, you can use one or more
of the available filters:
Search in faxes {extension_number} between {starting_date} and
{ending_date} , where:
• {extension_number} – Use the text box to specify the number of the
extension the fax message was sent to.
• {starting_date} – Use the available text box or the calendar button to
specify the starting date of the time interval in which you want to search
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for particular messages. This date must be before or equal to the date the
fax was added. The date format must be yyyy-mm-dd.
• {ending_date} – Use the available text box or the
calendar button to
specify the ending date of the time interval in which you want to search for
particular messages. This date must be after or equal to the date the fax
was added. The date format must be yyyy-mm-dd.
After you have decided on the filters you want to use, click the
link to display only the messages that match your search criteria.
Search
The Phone Terminal's Queue Membership
Caution
This option is available only for the Phone terminal extensions that have the
multi-user aware permission enabled.
The Queue Membership page can be accessed by clicking the
member icon available in the Tools area.
Queue
Here you can find a list of all the queues the extension is member of (either
as an agent or as a supervisor). You can change the extension's membership
options or configure its authentication PIN code by using the available controls.
The information is grouped into the following sections:
• Member Preferences - This section allows you to secure the extension's
access to the queues by defining a PIN code that will be required each time
the extension will try to log in to those queues.
◦ Require authorization to connect to queue - Select this check box
if you want to enable the password authentication when connecting to
the queue.
Note
If this option is not enabled, the following two fields will be grayed out.
Caution
The authorization PIN code is mandatory for the extensions set as queue
supervisors!
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◦ Old queue login PIN - VoipNow Professional will display this field if the
extension has a PIN code already set up.
◦ Queue login PIN - Use the available text box to specify the PIN required
when dialing *96 or *97 to log in as queue agent or supervisor. The
numeric value must have between 2 and 10 digits.
◦ Confirm queue login PIN - Fill in the same PIN as above.
• Queue Settings - VoipNow Professional displays the detailed information
about each queue the current extension belongs to.
The queues the extension is member in
The queues the extension is member in
◦ S – This queue's status:
▪
Enabled
▪
Disabled
◦ Type – The extension's role inside the queue:
▪
Queue supervisor
Note
The queue supervisor is able to listen to any of the active queue
conversations by dialing *999 from his phone terminal, followed by the
number of the queue extension. VoipNow Professional will announce the
extension number of the first active agent found and will start playing his
conversation. To listen to the next available call, the queue supervisor
must dial *.
The supervisor can listen to the active queue conversations ONLY if he is
logged in from his extension. For example, agent 0077*001 is marked as
a supervisor for queue 0077*004. If he logs in from another extension,
0077*003, and dials *999004, he will not be able to listen to the active
conversations.
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Note
A queue supervisor extension can log in to the queue only after dialing
the PIN code set up in the Member Preferences section.
▪
Local queue agent
◦ Name – The name and the extension number (e.g.: Joe Doe (001)) of
the queue the current phone terminal is member of.
◦ Last logged in - The date and time the extension last logged in to the
queue.
◦ Last logged off - The date and time the extension last logged out from
the queue.
◦ Last call - The date and time of the last call made to the queue.
◦ Penalty – This value determines the order in which VoipNow Professional
tries to assign calls to the agents. When a call is received, VoipNow
Professional first applies the distribution algorithm to the set of agents
with Penalty = 1. If no available agent is found, VoipNow Professional
applies the algorithm to the agents with Penalty = 2 and so on. Fewer
calls will be assigned to agents with high Penalty values.
The accepted values range from 0 - the most calls will be assigned to this
agent - to 100 - the highest penalty level, causing the fewest calls to be
distributed to this agent.
◦ Calls - The total number of calls received by the extension as a member
of a certain queue.
◦ State - The queue member's status that can be managed by clicking the
available link. For each status, various actions are possible:
▪ If the agent is Logged out, click the link and choose the action you want
to perform.
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The actions available for a logged out local agent
This pop-up window allows you to log in a local agent and to choose
the extension he will receive the calls at. The following message is
displayed:
This will login agent {extension_number} on extension
{extension}. He will be able to receive calls immediately. Are
you sure?, where:
• {extension_number} - The agent's extension number.
• {extension} - By default, the calls are routed to the agent's
extension, but you can use the drop-down list to choose another one.
All the extensions belonging to the same client account are displayed.
This feature is useful when the agent is away from his office and he
can log in to the queue only from one of his colleagues' extensions.
The available actions are:
• Yes, I want to log in the agent to the {queue_number} queue
only - Click this action if you want to log in the local agent to the
current queue only.
• Yes, I want to log in the agent to all queues - Choose this
action to log in the local agent simultaneously to all the queues he
is member of.
• No, forget about this - Click here to close the panel without logging
in the local agent.
▪ If the agent is Logged in, click the link and choose the action you want
to perform.
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The actions available for a logged in local agent
This pop-up window allows you to log out or to pause a local agent. The
following messages are displayed:
1. You can immediately pause agent {extension_number} on
phone {connected_to}. Are you sure?, where:
• {extension_number} - The agent's extension number.
• {connected_to} - The number of the extension the local agent
is logged in from.
The available actions are:
• Yes, I want to pause the agent on {queue_number} queue
only - Click this action if you want to pause the local agent on the
current queue.
Note
When paused, an agent cannot receive calls.
• Yes, I want to pause the agent on all queues - Choose
this action if you want to pause the local agent on all the queues
he is member of.
2. You can log out agent {extension_number} from phone
{connected_to} immediately. Are you sure?
The available actions are:
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• Yes, I want to log out the agent from the {queue_number}
queue only - Click this action if you want to log out the local agent
from the current queue.
• Yes, I want to log out the agent from all queues - Choose
this action if you want to log out the local agent from all the queues
he is member of.
• No, forget about this - Click here to close the panel without
logging out or pausing the local agent.
▪ If the agent is Paused, click the link and choose the action you want
to perform.
The actions available for a paused local agent
This pop-up window allows you to unpause a local agent. The following
message is displayed:
This will unpause agent {extension_number} on phone
{connected_to}. He will be able to receive calls immediately.
Are you sure?
The available actions are:
• Yes, I want to unpause the agent on {queue_number} queue
only - Click this action if you want to enable the local agent to receive
calls on the current queue.
• Yes, I want to unpause the agent on all queues - Choose this
option to unpause the local agent and to allow him to receive calls on
all the queues he is member of.
• No, forget about this - Click here to close the panel without
unpausing the local agent.
◦ Connected to - This is where the agent connected from. For the local
agents, the extension number (e.g.: 0003*001) is displayed.
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Note
The number is displayed only if the agent is logged in to the queue!
When you are searching for a particular queue, use the controls available
above the table.
You can change the number of entries per page by clicking the 10, 25 and
100 links available in the right side of the table. The total number of records is
shown in the left side.
You can sort the queues by clicking a table header. The order criteria
is marked by the highlighted table header and the arrow indicates how the
queues were sorted. The sort direction can be changed by another click on the
corresponding header.
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Chapter 10
View Your Personal Charging Plan
VoipNow Professional allows you to view detailed information about your
account's current charging plan. To access this page, follow the next steps:
1. Click the
Home link located in the left navigation panel.
2. Next, click the
My charging plan icon situated in the Tools area.
Depending on the charging plan type (Prepaid or Postpaid) and its
settings, you can view one or more of the following sections:
• Charging Plan Description - This section displays basic information about
the charging plan, including the call permissions and the available credit
limits.
◦ Charging plan name – The charging plan's descriptive name.
◦ Charging plan type – The charging plan type: Prepaid or Postpaid.
◦ Allow incoming calls - Yes (from any network) – VoipNow
Professional displays this information only if the extension can receive
calls both from the extensions inside and outside the system.
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◦ Allow calls to public network - Yes – VoipNow Professional displays
this information only if the extension can make calls to destinations
outside the system.
◦ Allow local calls to extensions - Yes (owned by the same client
like caller) – VoipNow Professional displays this information only if the
extension can make calls to destinations outside the system.
◦ Allow extended local calls to extensions - Yes (owned by other
clients in the infrastructure) – VoipNow Professional displays this
information only if the extension can call other extensions in the system
(that do not belong to the same client account).
◦ Limit for calls from public network {amount} {currency}
(Remaining: {available_amount} {currency}) – The amount
currently available for incoming calls and the total amount initially
available to the extension.
Note
The {currency} is the server default currency defined by the system
administrator.
Note
This information is available for Postpaid charging plans only.
◦ Limit for calls to public network {amount} {currency}
(Remaining: {available_amount} {currency}) – The amount
currently available for outgoing calls and the total amount initially
available to the extension.
Note
The {currency} is the server default currency defined by the system
administrator.
Note
This information is available for Postpaid charging plans only.
◦ Remaining
incoming
calls
credit
{amount}
{currency}
(Remaining: {available_amount} {currency} – The total amount
initially available for external incoming calls and the amount currently
available to the extension.
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Note
The {currency} is the server default currency defined by the system
administrator.
Note
This information is available for Prepaid charging plans only.
◦ Remaining
outgoing
calls
credit
{amount}
{currency}
(Remaining: {available_amount} {currency} – The total amount
initially available for external outgoing calls and the amount currently
available to the extension.
Note
The {currency} is the server default currency defined by the system
administrator.
Note
This information is available for Prepaid charging plans only.
◦ Number of recharges - This line is available only if the the extension's
credit was supplemented and it shows for how many time extra credit
was added to the account.
Note
This information is available for Prepaid charging plans only.
• Free Minutes - This section provides an overview of the free minutes
included in this user's charging plan.
◦ {total_amount} free minutes for area codes {codes} ({amount}
free minutes remaining) - The number of free minutes initially available
for certain area codes and the remaining minutes currently available to
the extension.
• Limits for Calls to Public Network – The number of outgoing minutes
included in the charging plan, per time interval.
Note
This information is available for Postpaid charging plans only.
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Note
VoipNow Professional displays this section only if the extension can make calls
to destinations outside the system.
◦ {m} included minutes limit Anytime - The number of minutes
included in the extension's charging plan that can be used for outgoing
calls Anytime (the system default time interval).
◦ {m} included minutes limit in time interval {T} - The number of
minutes included in the extension's charging plan that can be used for
the outgoing calls initiated in the time interval {T}.
◦ {m} minutes and {s} seconds remaining in {current_month}/
{year} - The number of remaining minutes that can still be used for the
outgoing calls initiated in the time interval {T}, in the current month.
• Charges for Outgoing Calls – These are the charges applied to
conversations after the user has exceeded the number of available minutes.
◦ Calls are charged indivisible for the first {T} seconds and then
every {T} seconds. Applies to internal and public network calls.
- For the first {T} seconds, the call is taxed as one minute; afterwards,
taxing is done every {T} seconds.
◦ Local calls are charged {amount} {currency}/second – The fee
charged for calls between extensions belonging to the same client
account.
Note
The {currency} is the server default currency defined by the system
administrator.
Note
VoipNow Professional displays this information only if the extension can call
locally.
◦ Extended local calls are charged {amount}{currency}/second –
The fee charged for calls between extensions belonging to different client
accounts from the system.
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Note
The {currency} is the server default currency defined by the system
administrator.
Note
VoipNow Professional displays this information only if the extension can call
locally extensions on different client accounts.
◦ Calls made in time interval {T} are charged {amount}
{currency}/ second – The price charged for the external calls made
within the predefined time interval {T}.
Note
The {currency} is the server default currency defined by the system
administrator.
Note
VoipNow Professional displays this information if the charges for external
calls are computed using a fixed prices method.
◦ Public calls made outside any predefined time intervals are
charged {amount} {currency}/second - The price charged for the
external calls made outside any predefined time interval {T}. Basically,
this is the price charged for the external calls made in the default Anytime
time interval.
Note
The {currency} is the server default currency defined by the system
administrator.
Note
VoipNow Professional displays this information if the charges for external
calls are computed using a fixed prices method.
• Charges for Incoming Public Calls – These charges apply to calls
received from outside the system.
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◦ Calls are charged indivisible for the first {T} seconds and then
every {T}seconds. Applies only to calls from public network. - For
the first {T} seconds, the call is taxed as one minute; afterwards, taxing
is done every {T} seconds.
◦ External incoming calls are charged {amount} {currency}/
second - The price charged for the received external calls.
Note
The {currency} is the server default currency defined by the system
administrator.
Note
VoipNow Professional displays this information only if the extension is allowed
to receive external calls.
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Chapter 11
View Your Charging Limits History
VoipNow Professional allows you to view detailed information about the
charging limits added by the parent accounts to supplement the ones enforced by
the extension's charging plan. To access this information, click the
Charging
limits icon available in the Tools area.
The extra limits
The Limits History table displays the following information:
• Incoming money limit – Displays the supplementary credit for external
incoming calls.
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• Outgoing money limit – Displays the supplementary credit for external
outgoing calls.
• Included minutes – Displays the supplementary minutes allocated to the
extension.
• Increase monthly – Displays when the added charging limits will be used:
◦ Yes - The charging limit will be automatically applied monthly.
◦ No - The charging limit will be applied only once, in the current month.
• Order number – Displays the number of the request made to allocate the
new charging limits.
• Date added – Displays the date when the charging limits were enforced.
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Chapter 12
View Your Charging Credits History
VoipNow Professional allows you to view detailed information about the
recharges made by the parent accounts to supplement the charging credits
enforced by the extension's charging plan. To access this information, click the
Charging credits icon available in the Tools area.
The extra credits
The Credit History table displays the following information:
• Incoming calls credit – Displays the supplementary credit for incoming
calls.
• Outgoing calls credit – Displays the supplementary credit for outgoing
calls.
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• Order number – Displays the number of the request made to allocate the
new charging credits.
• Date added – Displays the date when the charging credits were enforced.
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Chapter 13
Manage Your Time Intervals
View Time Intervals
Time intervals are used to match calls to a certain period of time. This can
be done for charging reasons or in order to filter incoming/external calls. In the
Time Interval Management page, you can view a list of all the available time
intervals added to the system.
This page can be accessed by following the next steps:
1. Click the
Home link located in the left navigation panel.
2. Than, click the
Time intervals icon available in the Tools area.
Multiple operations can be performed:
• Add a new time interval.
• Search the time intervals list.
• Edit an existing time interval.
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• Remove time intervals.
VoipNow Professional displays the following information about each time
interval:
• T – The method used to define the time interval:
◦
Individual days method
◦
Interval method
◦
Interval belonging to the owner user
• Name – The time interval's descriptive name. Click this link if you want
to edit it.
• Intervals - The number of different time intervals that the calls will be
matched to. Clicking the Details link will open a pop-up panel that displays
the time interval's specific parameters:
◦ Hours - The hours that mark the time interval limits.
◦ Week days - The days that mark the time interval limits.
For example, 2 - 6 shows that the time interval limits are Monday and
Friday.
◦ Days of the month - The month period the time interval is applied to.
◦ Month - The month the time interval is applied to.
Note
If the time interval is applied to all the months, then this field displays '-'.
• Created – The date when the time interval was created.
Add a New Time Interval
Time intervals are used on call filtering, call routing, charging plans, etc.
Whenever a new account is created, the extension must have a charging plan
associated to this account. The extension can be charged differently based on
the call time interval.
To add a new time interval, follow the next steps:
1. In the Time Interval Management page, click the
icon.
Add time intervals
2. A new page opens, allowing you to enter information about the new time
interval:
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• The Time Interval Definition area has two fields which represent the
generic description of the time interval:
◦ Name – Use the text box to fill in a descriptive name which will help
identifying the time interval.
◦ Matching algorithm – The calls can be matched to an existing time
interval depending on the algorithm:
▪ Individual days – The calls are matched to this time interval if they
are made or received in different days, within the time frame set in
the Matching Intervals section.
In the below time interval, VoipNow Professional matches the calls
made or received between 8:00 AM and 8:00 PM, on Monday,
Tuesday, Wednesday, Thursday and Friday, between the 10th and the
25th of March.
A time interval defined for individual days
▪
Interval – The calls are matched to this time interval if they are
made or received within a continuous time frame that extends over
several days.
In the below time interval, VoipNow Professional matches the calls
made or received between Monday, 8:00 AM and Friday, 8:00 PM,
between the 10th and the 25th of March.
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A continuous time interval
In this example, VoipNow Professional matches the calls made
or received between 8:00 AM and 6:00 PM on Monday, Tuesday,
Wednesday, Thursday and Friday, between the 10th and the 25th of
March and the calls made or received between 9:00 AM and 9:59 PM
on Saturday and Sunday, between the 20th and the 29th of April.
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A time interval block with two different time intervals
◦ Timezone – Use the drop-down list to select the time zone in which
your time interval is defined. The default value is Server default.
Note
This information is also displayed in the time intervals list, next to the
interval's name.
In a charging plan's description, this information is listed in the Outgoing
calls charges area.
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• The Matching Intervals area allows you to define the time interval's
limits. The following parameters can be customized here:
◦ Start at hour and End at hour – Use the available text boxes to specify
the hours that mark the time interval limits.
◦ Start weekday and End weekday – Use these drop-down lists to
select the days of the week that mark the time interval limits.
◦ Start day of month and End day of month – Use these drop-down
lists to select the days of the month that mark the time interval limits.
◦ Month - Use this drop-down list to select the month that defines the
time interval.
Note
If you want this time interval to be applied for all the months, select '-'.
3. Use the
buttons if you want to add/remove several time interval limits:
•
removes the corresponding time interval limits.
•
adds other time interval limits.
4. Click Ok to add the new time interval. Click Cancel to go back to the
previous page without adding anything.
Note
You can enter up to ten different time interval limits to a single time interval.
Edit a Time Interval
To edit the properties of a time interval, follow these steps:
1. In the time interval list, click the name of the time interval you want to
change.
2. A new page where you can rename the time interval and modify its start/end
hours, days, dates will open. You can also change the matching algorithm.
Note
For more information on the fields in these sections, read the Add Time
Intervals section.
3. Click Ok to save the changes you have made to the time interval. Click
Cancel to return to the previous page without modifying anything.
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Chapter 14
Manage Your Extension's Call Rules
You can define various filters for your extension's incoming and outgoing
calls using the features integrated in VoipNow Professional. This will help you
better manage the call flows, according to your needs.
Manage Extension's Incoming Call Rules
VoipNow Professional allows you to filter an extension's incoming calls. As
a result, when a caller is trying to reach the extension, VoipNow Professional can
perform a set of predefined actions. For example, let's assume that from 9:00
to 17:00 the extension owner is working in another office and is waiting for an
important call. All he has to do is define a rule that will transfer all the calls from
his personal extension to the one in his new office.
The Edit Incoming Call Rules page can be accessed by following the next
steps:
1. Choose the desired extension from the Extension Management page and
click its name link.
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2. Next, click the
Incoming call rules icon available in the Tools area.
The following actions can be performed:
• Add new incoming call rules.
• Change the existing rules' priorities.
• Edit the rule's parameters.
• Remove existing incoming call rules.
Incoming Call Rules Overview
The Existing Incoming Call Rules are displayed in a table:
The incoming call rules table
The details available for each existing rule are:
• No – The rule's position inside the group that defines when a certain rule will
be checked. For example, 2 means that, when an incoming call is received,
the rule will be verified second, after the one from the first position.
• S – This rule's status is displayed using an icon:
◦
Enabled
◦
Disabled
Note
The status of all the newly added rules is automatically set by VoipNow
Professional to enabled. To disable the rule, click the corresponding icon.
• P – Use the available up and
position inside the group.
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105
Note
All the changes made are counted: {x} changes pending in the rules
order. The counter, located above the table, is increased for each rule whose
position has been modified.
Two pending changes in the rules' order
In order for the changes to be effective, you have to click the
changes link.
Apply the
• Action – The operation performed when the caller's number matches the
rule:
◦ Play busy – VoipNow Professional plays a busy signal to let the caller
know that the number he is trying to reach is engaged in another call.
◦ Play congestion – VoipNow Professional plays a fast busy signal
(known in telephony as a congestion tone) to let the caller know that
the call was unsuccessful.
◦ Hang up – VoipNow Professional hangs up the incoming call.
◦ Transfer to - VoipNow Professional can transfer the call to another
destination or to voicemail, depending on the chosen settings.
◦ Cascade - VoipNow Professional routes calls through a series of options
if the targeted extension is not available. The call cascade settings can
be configured to ring other local extensions, remote extensions or ring
groups.
◦ Authenticate - VoipNow Professional requires the caller to provide a
password before his call can be transferred to the desired destination.
Note
You can edit the rule's parameters by clicking the action link. The rule will be
displayed in the top area of the page, in the Add Incoming Call Rules section.
• Number Check – VoipNow Professional can apply the rule to the calls that
match or do not match the phone number specified by the rule. The possible
values for this field are:
◦ Matches number {callerID} – For the rule to be applied, the caller's
phone number must match the specified CallerID.
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◦ Does not match number {callerID} – For the rule to be applied, the
caller's phone number must be different than the specified CallerID.
◦ Is anonymous – The rule will be applied if the incoming call does not
have any CallerID information.
◦ Is any - The rule is applied to all the incoming calls, no matter their
CallerID.
• In Time Interval – The time interval when the incoming call must be
received for the rule to be applied.
• Destination – In case the action is Transfer to or Cascade, this column
displays where the call will be redirected: either to another phone number
or to the extension's Voicemail.
Note
If more then one destination was defined for a rule, then all the
numbers will be displayed separated by "," (comma). For example:
0100*001,08005,09010.
• Ring For - This column displays for how many seconds the extension(s)
to which the calls are transferred to will be rung before hanging up. The
option is specific to the Transfer to and Cascade actions.
• Extension Status - This column displays if the rule requires the status of
the extension receiving the incoming call to be checked or not. The option
is specific to the Transfer to action.
• Call Status - This column displays if the rule requires the reason for which
the call had to be transferred to be checked or not. For example, one can
choose to transfer only the calls Rejected by the targeted extension. The
option is specific to the Transfer to action.
• Final - This column displays if the rule is final or not.
• Key - The text box displays the key that can be used to enable/disable the
routing rule from the phone terminal pad by dialing *74 {key}. To modify
the current key, fill in a new value and click the
Apply the changes link
available on the right side of the list table.
Caution
There is an implicit rule that accepts ALL the calls from ALL the destinations in ANY
time interval that is not shown!
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Add an Incoming Call Rule
The Add Incoming Call Rules section provides all the buttons, text boxes
and drop-down lists required to define one or more incoming call rules.
Note
You can add up to 10 rules at the same time by using the
icons.
When editing an existing incoming call rule, this icons will be grayed out:
VoipNow Professional allows you to choose from the following rules:
• Play busy – VoipNow Professional plays a busy signal to let the caller
know that the number he is trying to reach is engaged in another call.
• Play congestion – VoipNow Professional plays a fast busy signal (known
in telephony as a congestion tone) to let the caller know that the call was
unsuccessful.
• Hang up – VoipNow Professional hangs up the incoming call.
• Transfer to - VoipNow Professional can transfer the call to another
destination or to voicemail, depending on the chosen settings.
Note
Starting VoipNow Professional 2.5.1, the called party, if a public destination,
can be allowed to transfer the calls as well.
• Cascade - VoipNow Professional routes calls through a series of options
if the targeted extension is not available. The call cascade settings can be
configured to ring other local extensions, remote extensions or ring groups.
• Authenticate - VoipNow Professional requires the caller to provide a
password before his call can be transferred to the desired destination.
After configuring the desired incoming call rules, click Ok to add them to
the list or Cancel to return to the previous page without saving anything.
Adding the 'Play busy' Rule
The Play busy rule structure is:
{Play busy} when CallerID {callerID_action} {number} and call is
in time interval {time_interval}.
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Add in position {rule_position}. Can be managed from the
extension with keypad code {key_value}. {Do not follow} other rules
when call is not completed.
Where:
• {callerID_action} - Use this drop-down list to choose whether the Play
busy rule will be performed for incoming calls that match or do not match
the expression you will later specify or for all the incoming calls, no matter
their CallerID:
◦ matches – The incoming call matches the number specified in the next
text box.
◦ does not match – The incoming call does not match the number specified
in the next text box.
◦ is anonymous – The incoming call does not have any CallerID
information.
Note
If this option is selected, than the next text box is grayed out.
◦ is any - The Play busy rule will be used for all the incoming calls, no
matter their CallerID.
Note
If this option is selected, than the next text box is grayed out.
Note
The default value is, in this case, is any.
• {number} - Use this text box to specify an extension number or a regular
expression the incoming call will be matched to.
Caution
Number matching is based on the CallerID. If the remote party does not send
a CallerID, no matching can be performed. However, you can use the Is
anonymous option to route anonymous calls.
Pay attention to the {number} entry. You can specify the number as a
combination of the 0-9 digits and the '+', 'X', 'Z', 'N', '[', ']', '.', '*' characters.
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The number entry supports the Asterisk number matching. You can enter an
expression that matches multiple numbers. Remember that:
X - matches any digit from 0-9
Z - matches any digit form 1-9
N - matches any digit from 2-9
[] - matches any digit or letter in the brackets
. - matches one or more characters
* - matches 0, 1 or any number of the previous expression
For example:
◦ Number 0. will match any number starting with 0.
◦ Number 1X[123]N will match any number starting with 1, followed by any
digit between 0 and 9, followed by 1,2 or 3 and followed by any digit between
2 and 9, for example 1528.
• {time_interval} - Use this drop-down list to choose the time interval when
the incoming calls must be checked.
Note
By default, the first value available in the list is selected, Anytime in this case.
• {rule_position} - Use this text box to specify the rule's order in the list.
Caution
The rule's position in the group is very important because it defines the order
in which VoipNow Professional verifies the call rules in case an incoming call
is received.
The checking is made in order and all rules are final (meaning that the program
stops checking when the first rule is matched).
• {key_value} - Use this text box to specify a key that can be used to
enable/disable the routing rule from the phone terminal pad by dialing *74
{key_value}.
• {Do not follow} - This rule is considered final and no other rules will be
applied after it if the call is not completed.
Adding the 'Play congestion' Rule
The Play congestion rule structure is:
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{Play congestion} when CallerID {callerID_action} {number} and
call is in time interval {time_interval}.
Add in position {rule_position}. Can be managed from the
extension with keypad code {key_value}. {Do not follow} other rules
when call is not completed.
For detailed information about these fields, see the Adding the 'Play busy'
Rule section.
Adding the 'Hang up' Rule
The Hang up rule structure is:
{Hang up} when CallerID {callerID_action} {number} and call is
in time interval {time_interval}.
Add in position {rule_position}. Can be managed from the
extension with keypad code {key_value}. {Do not follow} other rules
when call is not completed.
For detailed information about these fields, see the Adding the 'Play busy'
Rule section.
Adding the 'Transfer to' Rule
The Transfer to rule structure is:
{Transfer to} {transfer_destination} {destination_number} and
ring these for {ring_time} seconds
when CallerID {callerID_action} {number} and call is in time
interval {time_interval}
and extension status is {extension_status} and call status was
{call_status}.
Before connecting the caller to destination, {action} for his name.
Also, {permission} public called destinations to transfer calls.
{call_action} extension {current_ext_no}.
Add in position {rule_position}. Can be managed from the
extension with keypad code {key_value}. {future_action} other rules
when call is not completed.
Where:
• {transfer_destination} - Use this drop-down list to select if you want the
calls to be transferred either directly to the extension's voicemail or to
another number.
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Note
In order to be able to transfer the calls to the extension's voicemail, the Enable
voicemail check box must be selected from the Phone terminal setup page.
Note
If you have chosen to transfer the calls to the extension's voicemail, then
the {destination_number} and ring these for {ring_time} seconds text will
be replaced with voicemail of extension {current_extension_number} to
underline that the call is directly diverted to the voicemail.
Also, the
Before connecting the caller to destination, {action} for his name.
Also, {permission} public called destinations to transfer calls.
{call_action} extension {current_ext_no}.
lines will not be displayed.
Note
By default, the first value available in the list is selected, number(s) in this
case.
• {destination_number} - Use this text box to specify the number(s) of
the extension(s) you want to transfer the incoming calls to.
Note
The destination numbers may belong to other local extensions, remote
extensions or ring groups.
• {ring_time} - Fill in the number of seconds the extension to which the
calls are transferred to will be ringed before hanging up. The default value is
equal to the one previously set for the Number of seconds to call option
by the system administrator.
• {callerID_action} - Use this drop-down list to choose whether the
Transfer to rule will be performed for the incoming calls that match or that
do not match the expression you will later specify, or for all the incoming
calls, no matter their CallerID:
◦ matches – Only the incoming calls whose CallerID matches the number
specified in the next text box will be transferred.
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◦ does not match – Only the incoming calls whose CallerID does not match
the number specified in the next text box will be transferred.
◦ is anonymous – Only the incoming calls that do not have any CallerID
information will be transferred.
Note
If this option is selected, then the {number} text box is grayed out.
◦ is any - The Transfer to rule will be used for all the incoming calls, no
matter their CallerID.
Note
If this option is selected, then the {number} text box is grayed out.
Note
The default value is, in this case, is any.
• {number} - Use this text box to specify an extension number or a regular
expression the incoming call will be matched to.
Caution
Number matching is based on the CallerID. If the remote party does not send
a CallerID, no matching can be performed. However, you can use the Is
anonymous option to route anonymous calls.
Pay attention to the {number} entry. You can specify the number as a
combination of the 0-9 digits and the '+', 'X', 'Z', 'N', '[', ']', '.', '*' characters.
The number entry supports the Asterisk number matching. You can enter an
expression that matches multiple numbers. Remember that:
X - Matches any digit from 0-9.
Z - Matches any digit form 1-9.
N - Matches any digit from 2-9.
[] - Matches any digit or letter in the brackets.
. - Matches one or more characters.
* - Matches 0, 1 or any number of the previous expression.
For example:
◦ Number 0. will match any number starting with 0.
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◦ Number 1X[123]N will match any number starting with 1, followed by any
digit between 0 and 9, followed by 1,2 or 3 and followed by any digit between
2 and 9, for example 1528.
• {time_interval} - Use this drop-down list to choose the time interval when
the incoming calls must be checked.
Note
By default, the first value available in the list is selected, anytime in this case.
• {extension_status} - Use this drop-down list to select the status of the
extension receiving the incoming call:
◦ does not matter - All the incoming calls targeted for the current
extension will be transferred to the new destination(s), regardless of its
status.
◦ registered - The incoming calls will be transferred to the new
destination(s) only if the current extension is registered.
◦ not registered - The incoming calls will be transferred to the new
destination(s) only if the current extension is not registered.
Note
By default, the first value available in the list is selected, does not matter
in this case.
• {call_status} - Use this drop-down list to select the reason for which the
incoming calls have to be transferred to the new destination(s):
◦ does not matter - All the incoming calls targeted for the current
extension will be transferred to the new destination(s), regardless of their
status.
◦ not answered - Only the calls that have not been answered will be
transferred to the new destination(s).
◦ busy - If a call is received when the callee is involved in another
conversation, than this call will be transferred to the new destination.
Note
By default, the first value available in the list is selected, does not matter
in this case.
• {action} - Use the drop-down list to select if you want the caller's name
to be requested before connecting the call or not.
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Note
The default value is don not ask.
• {permission} - Use the available drop-down list to decide whether to allow
the called public phone number(s) to further transfer the call(s) to other
destinations or not.
For example, let us assume that you have decided to transfer the incoming
calls to 1234. If you choose Allow, then 1234 will be able to redirect the
calls transfered to it to another destination.
Note
The extension that has this option set to Allow within an Incoming Call Rule
(ICR) rule is charged for any transfer the public destination performs.
• {call_action} - Use this drop-down list to choose whether you want the
current extension to be called as well when an incoming call is received
or not. If you select do not call, then only the extension the calls are
transferred to will be ringed.
Note
By default, the first value available in the list is selected, do not call in this
case.
• {current_extension_number} - This is the current extension's number.
• {rule_position} - Use this text box to specify the rule's order in the list.
Caution
The rule's position in the group is very important because it defines the order
in which VoipNow Professional verifies the call rules in case an incoming call
is received.
The checking is made in order and all rules are final (meaning that the program
stops checking when the first rule is matched).
• {key_value} - Use this text box to specify a key that can be used to
enable/disable the routing rule from the phone terminal pad by dialing *74
{key_value}.
• {future_action} - Choose if you want the rule to be considered final or
not:
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◦ Do not follow - The rule is final and no other rules will be applied after
it if the call is not completed.
◦ Follow - This rule is not final and other rules can be applied after it if
the call is not completed.
Adding the 'Cascade' Rule
The Cascade rule structure is:
{Cascade} when CallerID {callerID_action} {number} and call is
in time interval {time_interval} and ring below numbers for {ring_time}
seconds:
call number {destination_number} after {waiting_time}
seconds
Add in position {rule_position}. Can be managed from the
extension with keypad code {key_value}. {Follow/Do not follow} other
rules when call is not completed.
Where:
• {callerID_action} - Use this drop-down list to choose whether the
Cascade rule will be performed for the incoming calls that match or that
do not match the expression you will later specify or for all the incoming
calls, no matter their CallerID:
◦ matches – The incoming call matches the number specified in the next
text box.
◦ does not match – The incoming call does not match the number specified
in the next text box.
◦ is anonymous – The incoming call does not have any CallerID
information.
Note
If this option is selected, than the next text box is grayed out.
◦ is any - The Cascade rule will be used for all the incoming calls, no
matter their CallerID.
Note
If this option is selected, than the next text box is grayed out.
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Note
The default value is, in this case, is any.
• {number} - Use this text box to specify an extension number or a regular
expression the incoming call will be matched to.
Caution
Number matching is based on the CallerID. If the remote party does not send
a CallerID, no matching can be performed. However, you can use the Is
anonymous option to route anonymous calls.
Pay attention to the {number} entry. You can specify the number as a
combination of the 0-9 digits and the '+', 'X', 'Z', 'N', '[', ']', '.', '*' characters.
The number entry supports the Asterisk number matching. You can enter an
expression that matches multiple numbers. Remember that:
X - matches any digit from 0-9
Z - matches any digit form 1-9
N - matches any digit from 2-9
[] - matches any digit or letter in the brackets
. - matches one or more characters
* - matches 0, 1 or any number of the previous expression
For example:
◦ Number 0. will match any number starting with 0.
◦ Number 1X[123]N will match any number starting with 1, followed by any
digit between 0 and 9, followed by 1,2 or 3 and followed by any digit between
2 and 9, for example 1528.
• {time_interval} - Use this drop-down list to choose the time interval when
the incoming calls must be checked.
Note
By default, the first value available in the list is selected, Anytime in this case.
• {ring_time} - Use this text box to specify for how many seconds the
destination cascade extension(s) will be ringed when an incoming call is
received.
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• {destination_number} - Use the available text box to fill in the numbers
to be called in cascade.
Note
It is possible to add up to 10 cascade rules/numbers to a single rule using the
icons.
Note
The destination numbers may belong to other local extensions, remote
extensions or ring groups.
• {waiting_time} - Use this text box to specify after how many seconds
since the previous destination was called VoipNow Professional will attempt
to call the next one.
• {rule_position} - Use this text box to specify the rule's order in the list.
Caution
The rule's position in the group is very important because it defines the order
in which VoipNow Professional verifies the call rules in case an incoming call
is received.
The checking is made in order and all rules are final (meaning that the program
stops checking when the first rule is matched).
• {key_value} - Use this text box to specify a key that can be used to
enable/disable the routing rule from the phone terminal pad by dialing *74
{key_value} .
• {Follow/Do not follow} - Choose if you want the rule to be considered
final or not:
◦ Follow - This rule is not final and other rules can be applied after it if
the call is not completed.
◦ Do not follow - The rule is final and no other rules will be applied after
it if the call is not completed.
Adding the 'Authenticate' Rule
The Authenticate rule structure is:
{Authenticate} when CallerID {callerID_action} {number} and
call is in time interval {time_interval} require password {password} and
play sound {sound}
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Add in position {rule_position}. Can be managed from the
extension with keypad code {key_value}. {Follow/Do not follow} other
rules when call is not completed.
Where:
• {callerID_action} - Use this drop-down list to choose whether the
Authenticate rule will be performed for incoming calls that match or do
not match the expression you will later specify or for all the incoming calls,
no matter their CallerID:
◦ matches – The incoming call matches the number specified in the next
text box.
◦ does not match – The incoming call does not match the number specified
in the next text box.
◦ is anonymous – The incoming call does not have any CallerID
information.
Note
If this option is selected, than the next text box is grayed out.
◦ is any - The Authenticate rule will be used for all the incoming calls,
no matter their CallerID.
Note
If this option is selected, than the next text box is grayed out.
Note
The default value is, in this case, is any.
• {number} - Use this text box to specify an extension number or a regular
expression the incoming call will be matched to.
Caution
Number matching is based on the CallerID. If the remote party does not send
a CallerID, no matching can be performed. However, you can use the Is
anonymous option to route anonymous calls.
Pay attention to the {number} entry. You can specify the number as a
combination of the 0-9 digits and the '+', 'X', 'Z', 'N', '[', ']', '.', '*' characters.
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The number entry supports the Asterisk number matching. You can enter an
expression that matches multiple numbers. Remember that:
X - matches any digit from 0-9
Z - matches any digit form 1-9
N - matches any digit from 2-9
[] - matches any digit or letter in the brackets
. - matches one or more characters
* - matches 0, 1 or any number of the previous expression
For example:
◦ Number 0. will match any number starting with 0.
◦ Number 1X[123]N will match any number starting with 1, followed by any
digit between 0 and 9, followed by 1,2 or 3 and followed by any digit between
2 and 9, for example 1528.
• {time_interval} - Use this drop-down list to choose the time interval when
the incoming calls must be checked.
Note
By default, the first value available in the list is selected, Anytime in this case.
• {password} - Use this text box to specify the password that the caller will
have to provide in order for his call to be routed to the desired destination.
• {sound} - Use the
to select the sound to be played to the caller when
the password is requested. A pop-up panel listing all the available sounds
matching the name specified in the text box is displayed. The following
information is available:
◦ P - Click the
icon to play or to download the sound.
◦ Name - The name of the sound file. Click the link in order to select this
sound.
◦ Folder - This column displays the file's folder location.
Note
The path will display the folder name and also its origin:
//// placed before the name of a folder signals the admin's default folder.
/// placed before the name of a folder signals the reseller's default folder.
// placed before the name of a folder signals the client's default folder.
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/ placed before the name of a folder signals the extension's default folder.
If you are searching for a particular sound, you can use the available
controls.
In order to display all the sounds available in the system for all the events,
click the
Show all link.
You can navigate through the sound list by clicking the page number
displayed in the right side of the table. The total number of records is shown
in the left side.
• {rule_position} - Use this text box to specify the rule's order in the list.
Caution
The rule's position in the group is very important because it defines the order
in which VoipNow Professional verifies the call rules in case an incoming call
is received.
The checking is made in order and all rules are final (meaning that the program
stops checking when the first rule is matched).
• {key_value} - Use this text box to specify a key that can be used to
enable/disable the routing rule from the phone terminal pad by dialing *74
{key_value} .
• {Follow/Do not follow} - Choose if you want the rule to be considered
final or not:
◦ Follow - This rule is not final and other rules can be applied after it if
the call is not completed.
◦ Do not follow - The rule is final and no other rules will be applied after
it if the call is not completed.
Change the Incoming Call Rules Order
The rule's position in the group is very important because it defines the
order in which VoipNow Professional verifies the existing rules in case of an
incoming call. The program verifies the conditions of the rules and stops checking
when it finds the first rule whose conditions are true.
To change a rule's order, follow the next steps:
1. Click the
Incoming call rules icon available in the Tools area.
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2. In the Existing Incoming Call Rules list, to move a certain rule to a
higher position, click the up arrow. To move a rule to a lower position,
click the down arrow.
Note
When you change the order of the call rules in the list, VoipNow Professional
displays the number of changes you have performed to remind you to save
them before navigating away from the page. In the top left corner of the call
list VoipNow Professional displays {x} changes pending in the rules
order.
3. Click the
Apply changes link to save the changes you have made on the
call rules list.
Manage Your Extension's Outgoing Call Rules
VoipNow Professional allows extensions to block certain outgoing calls,
based on the time interval when the call was dialed and the caller-ID of the system
user that dialed the number.
Outgoing Call Rules Overview
The Edit Outgoing Call Rules page can be accessed by clicking the
Outgoing call rules icon available in the Tools area.
The following actions can be performed:
• Add new outgoing call rules.
• Change the priorities of the rules.
• Delete existing outgoing call rules.
The Existing Outgoing Call Rules are displayed in a table:
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The outgoing call rules table
The details available for each existing rule are:
• S – This rule's status is displayed using an icon:
◦
Enabled
◦
Disabled
Note
The status of all the newly added rules is automatically set by VoipNow
Professional to enabled. To disable the rule, click the corresponding icon.
• Action – The measures taken by the application against a certain phone
number.
• Number - The phone number affected by the chosen action.
• In time interval – The time frame when the rule is applied.
Add an Outgoing Call Rule
The Edit Outgoing Call Rules page provides the buttons, text boxes and
drop-down lists that allow you to define one or more routing rules for outgoing
calls.
Note
You can add up to 5 rules at the same time by using the
icons.
The default rule structure is:
{action} number {number} if in time interval {time_interval}
Where:
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• The first drop-down list displays the available actions. If you choose Block,
VoipNow Professional prevents the outgoing calls to reach the specified
{number}.
• Use the {number} text box to specify the telephone number you want to
prevent the extension from calling.
Caution
Pay attention to the number entry. The number supports the Asterisk
number matching system. You can enter an expression that matches multiple
numbers. Remember that:
X - matches any digit from 0-9
Z - matches any digit form 1-9
N - matches any digit from 2-9
[] - matches any digit or letter in the brackets
. - matches one or more characters
* - matches 0, 1 or any number of the previous expression
For example:
◦ Number 0. will match any number starting with 0.
◦ Number 1X[123]N will match any number starting with 1, followed by any
digit between 0 and 9, followed by 1,2 or 3 and followed by any digit between
2 and 9, for example 1528.
• {time_interval} - Use this drop-down list to choose the time interval when
the outgoing calls must be checked.
Note
By default, the first value available in the list is selected, Anytime in this case.
Caution
The Block rule is final. This means that when the rule is matched, other rules
are no longer checked.
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Chapter 15
Manage Extension's Recorded Calls
VoipNow Professional offers the possibility to record your extension's
incoming and outgoing calls, including the scheduled conferences, if your parent
account has enabled the required option option for your extension.
Extension's Recorded Calls Overview
the
The Recorded Messages Management page can be accessed by clicking
Recorded calls icon available in the Tools area.
Here, you can find a list with all the incoming and outgoing calls recorded for
your extension and, if the extension is part of a group, for all the other extensions
that have the appropriate Sharing Policy enabled (either with EVERYBODY, or
only with the group(s) the current extension is member of).
For example, let us assume that your extension is part of Group 1.
Extension 002 is also part of that group. If extension 002 has the Share my
recordings with Group 1 policy enabled, then its recorded calls files will be
visible to your extension as well.
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Multiple operations can be performed using the controls available in this
page:
• Search for specific recordings.
• Download recorded conversations on your computer.
• Remove recorded conversations.
• Activate/deactivate the call recording feature.
VoipNow Professional displays the following details about each existing
recorded call:
• T – This icon displays the type of the call that was recorded:
◦
Incoming
◦
Outgoing
◦
Unknown
• Listen - Use the available
controls to listen to the call. Its total length
is displayed as well, using the hours : minutes : seconds format.
If you want download the file on your hard drive, click the
your choice.
icon and confirm
• From – The number of the extension recording the call. It is always the
number of the current extension.
Additionally, if the extension recording the call is different from the initial
caller, then VoipNow Professional displays, between parenthesis, the caller's
CallerID.
Note
Also, VoipNow Professional displays, between parenthesis, the caller's
CallerID name and CallerID number, exactly how they are displayed on the
called party's screen. For example, the From column can display:
0087*014 (0100*001 via Joe Doe <0100*001>)
where:
◦ 0087*014 is the number of the current Phone
recording the call.
terminal extension
◦ 0100*001 is the number of the extension calling the Phone terminal
extension.
◦ Joe Doe is the name of the extension that transferred/routed the call to the
current number, the one initially called by the user.
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◦ <0100*001> is the caller's CallerID number.
◦ Taken as a whole, 0100*001 via Joe Doe represents the CallerID name
displayed on the called party's screen when receiving the call.
• To - The number or the CallerID of the other party involved in the call. It
can be both the caller or the callee.
This column can also display:
◦ Anonymous - If the other party decided to hide its identity.
◦ Unknown - If the identity of the other party involved in the call could not
be established.
• Folder - The folder where the recorded calls are stored. Both the calls
initiated and received by that extension are saved in the same folder.
• Size – The size of the recorded file, in KB.
• Created – The date and time when the recorded conversation started.
Searching the Recorded Calls List
When you are searching for specific recorded call files, you can use one or
more of the available filters:
Show folder {folder} Search {text}, where:
• {folder} - Use the drop down list to select the folder in which you want to
search for certain recorded calls. Basically, the folder name is the number
of the extension that recorded the calls. If you do not to limit the search,
select All.
The list will be automatically updated according to your choice.
• {text} - Use the available text box to specify the number or the CallerID
of the extension you are looking for. The search results include both the
incoming and the outgoing recorded calls.
Enable or Disable Call Recording
•
Activate recording – Use this icon to activate call recording.
•
Deactivate recording – Use this button to deactivate call recording.
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Chapter 16
Manage
Your
Database
Phone
Call
Screening
The database contains the categories and the corresponding phone
numbers used for screening your extension's outgoing calls.
The Call Screening Database page can be accessed by clicking the
screening database icon available in the Tools area.
Call
View the Category Numbers
The Call Screening Database page has two sections:
• Tools - You can use the available icons to add new database categories
and phone numbers:
◦
Add phone number - Click this icon to go to the Add Phone Numbers
page that allows you to define the new database number.
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◦
Database categories - Click this icon if you want to add a new
database category for screening using the controls available in the
Database Categories section.
• Phone Numbers - This list displays all the phone numbers currently
defined for screening. The following information is available for each
number:
◦ Number - The screening number. Only the numbers owned by the current
user can be edited by clicking the number link. The screening numbers
owned by other users cannot be modified.
◦ Database category - The database category the screening number
belongs to.
◦ Tag - The identification tag.
◦ Owner - The category's owner that can be either the current user or the
system provider (administrator).
Searching the Category Numbers
When the category numbers list is too long and you are searching for a
specific one, you can use the default controls and one extra:
• View numbers in category - Use the drop-down list to see all the numbers
belonging to a certain database category.
Add a New Category Number
Note
In order to add numbers, at least one database category must be defined for the
current user.
You cannot add a new number to a category defined for another user!
For more information, see the Add a Database Category section.
The Add Numbers page allows you both to import the numbers from a
file or to manually add them from the web interface:
• Import Database Numbers - Use this section if you want to import the
numbers from a file:
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◦ Import numbers from file - Select this check box to add the database
numbers from an existing file. If this option is disabled, so are the next
two fields.
◦ Import file - Use this text box or the button to specify the location of
the file containing the database numbers.
◦ Field separator - Use this text box to specify the field separator
character. The default value is ','.
Note
The uploaded file entries must be in the following format:
{phone_number},{category_name}
• Add Database Numbers - Use this section if you want to manually add
the phone numbers to the database. If you have previously selected the
Import numbers from file check box, then this section will be disabled.
◦ Number - Use this text box to fill in the phone number that will be used
for screening the extensions' outgoing calls.
◦ Database category - Use the drop-down list to select one of the available
categories.
Note
Only the database categories created for the current user are available!
You can add/remove several numbers by using the
icons.
If you want to add the new number(s), click Ok. Else, click Cancel to back
to the previous page.
Edit a Category Number
You can edit only the category numbers defined for the current level. To
do so, follow the next steps:
1. Choose the desired number from the Call Screening Database
management page and click it.
2. The information in the Modify Number page is grouped into the following
sections:
• Import Database Numbers
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• Modify Database Number
Note
For more details, see the Add a New Category Number section.
3. Click Ok to save the changes. Click Cancel to go back to the previous page
without saving anything.
Manage Database Categories
The database categories are phone number collections used for screening
purposes.
View the Database Categories
VoipNow Professional displays the following information about each
category:
• Database category - The category's descriptive name. Click the link to
edit the its properties.
• Tag - The identification tag.
• Available to - The database category's visibility.
Add a Database Category
To add a new database category, fill in the details required in the Add New
Database Category section:
• Name - The database category's name.
• Tag - The identification tag.
• Available to - Use this drop-down list to specify the category's visibility:
◦ Extension level – The new database category will be visible to the
extension user. This is the only available option.
• Description - Use this text area to associate a note about the purpose and
content of the database category.
You can add/remove several categories by using the
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If you want to add the new category(ies), click Ok. Else, click Cancel to
go back to the previous page.
Edit a Database Category
You can edit only the categories defined for the current level. To do so,
follow the next steps:
1. Choose the desired category from the Database Categories management
page and click its name link.
2. In the new opened page, use the Modify Category section to edit the
desired parameters.
Note
For more details, see the Add a Database Category section.
3. Click Ok to save the changes. Click Cancel to go back to the previous page
without saving anything.
Export Phone Numbers
In VoipNow Professional, you can export all the phone numbers from
the call screening database in .csv format for sharing them among VoipNow
Professional servers or for backup purposes.
Click the
Export numbers link placed above the Collection Numbers
table, then save the .csv file to the desired location.
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Chapter 17
Manage Your Sounds
There are two types of sounds: music on hold and announcements
sounds.
Music on hold sound files are played when a caller is on hold waiting for
someone to answer his call. These sounds files are not language specific because
they are usually melodies. Music on hold files can only be uploaded and not
recorded over the phone.
An announcement sound is played when the user is notified on an event
or when information is requested from the user. These sounds have different files
for different languages, allowing the user to listen to the sound version specific
to his language preferences. If the files in the requested language do not exist,
than the default sounds will be played. This type of sound can be either uploaded
or recorded over the phone.
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View the Sounds List
Note
The Sounds section is available only if the Sound Management permission has
been activated for your account. If this permission hasn't been activated, you will not
be able to see the Sounds icon in the Tools area.
The Sound Management page displays a list of all the sounds available
in the system. To access it, follow the next steps:
1. Click the
Home link located in the left navigation panel.
2. Next, click the
Sounds icon available in the Tools area.
Multiple operations can be performed:
• Add and remove sounds from the system.
• Search for specific sounds.
• Organize sound files by using sound languages and folders.
VoipNow Professional displays the following information about each sound:
• S – This icon displays the sound's status:
◦
Enabled
◦
Disabled
Click the icon to change the sound's status.
• M – This sound's type:
◦
Announcement
◦
Music on hold
• Name – The name of the sound. Click this link to edit the sound.
• Folder – The folder where the sound is located in the system.
• Languages – The number of languages for which this sound is defined.
Note
If the sound is used as Music on hold, then this field displays '-'.
• Updated – The date when the sound was last modified.
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Caution
You cannot remove sounds that are currently used!
You cannot remove a music on hold sound if:
• The folder where the sound is located is used.
• The sound is the only one left in the folder.
Add a New Sound
Caution
A new sound can be added only if there is at least one sound language available!
Note
The Sounds section is available only if the Sound Management permission has
been activated for your account. If this permission hasn't been activated, you will not
be able to see the Sounds icon in the Tools area.
To add a new sound, follow the next steps:
1. Click the
Add sound icon available in the Tools area.
2. A new page opens, allowing you to enter information about the new sound:
• Sound Form
◦ Name – The descriptive name of the sound.
◦ This is music on hold – Select this check box to specify the purpose
of the sound. When this option is enabled, the sound can be played to
a caller that is on hold. Otherwise, the sound is used for announcement
purposes only.
◦ Folder – Use this drop-down list to select the folder where the sound
will be stored.
• Record Over the Phone
◦ I want to record sound over the phone – When this option is
enabled, VoipNow Professional gives you the possibility to record the
sound file over the phone rather than uploading it.
• Upload Sound Files
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◦ Filename – Click the
and upload it.
button to locate the sound file on your computer
Note
VoipNow Professional accepts the following extensions for sound files:
.mp3, .wav, .gsm and .raw.
When the This is music on hold check box is selected, the following
options are available:
◦ Language – Use this drop-down list to specify the language of the
sound file uploaded in the system.
◦ Default sound file – When this option is enabled, this file is set as
default for the sound. The default file is played for the callers with a
phone language that is unavailable for the sound.
For example, let's assume you have created a sound that announces
callers that the extension user is on holiday. You have added versions
of the announcement in English, French, and Dutch and set the English
file as default. The English sound version will be played to any caller
that has other phone language set.
Note
Each sound object must have one default sound file associated. When
uploading several sound files at the same time, make sure you select only
one default file. Otherwise, VoipNow Professional will display an error
message.
3. Click Ok to add the new sound. Click Cancel to go back to the previous
page without adding the sound.
Edit Sound Information
If you want to modify the sound's properties, follow the next steps:
1. Click the name link of the sound you want to modify from the Sounds list.
2. The Edit Sound Information page allows you to modify the sound's
parameters and to add new versions of the sound in different languages:
• Sound Properties - This section cannot be modified. It displays the
sound's name, its type and the folder where it is stored.
• Record Over the Phone
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◦ I want to record sound over the phone - Select this check box if
you want to use your phone terminal to record the new sound.
• Upload Sound Files – Use this section to upload files containing sound
versions in different languages.
Note
When you upload a sound file associated with a language that already
exists, VoipNow Professional replaces the old file with the new version.
Before this operation is performed, VoipNow Professional asks you to
confirm the replacement.
Use the
buttons to remove/add sound versions in different languages.
Note
If the sound is a music on hold sound, you can use the Upload sound
files section to replace the current music on hold file.
• Existing Sounds - In this section, VoipNow Professional displays the
following information about each uploaded file:
◦ Listen - Use the available
controls to listen to the sound file.
Its total length is displayed as well, using the hours : minutes :
seconds format.
If you want download the sound on your hard drive, click the
and confirm your choice.
icon
◦ Filename – The name of the sound file.
◦ Sound file size – The file's size in Kb.
◦ Folder – The folder where the file is located.
◦ Language – The language associated with the sound file.
Note
A default sound file is displayed in bold format.
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Removal Confirmation
To finalize the removal, you have to review the list, select the Confirm
removal check box and click Ok. If you do not want to delete these records,
click Cancel to return to the previous page.
Manage Sound Folders
Note
The Sounds section is available only if the Sound Management permission has
been activated for your account. If this permission hasn't been activated, you will not
be able to see the Sounds icon in the Tools area.
View the Folder List
The Sound Folder Management page displays a list of the sound folders
containing at least one sound file defined for the current account. To access it,
click the
Folders icon located in the Tools area.
Multiple operations can be performed:
• Add a new sound folder.
• Delete sound folders and their content.
• Search for specific folders.
VoipNow Professional displays the following information about each folder:
• Folder name – The name of the sound folder.
• Sounds – The number of sounds stored in the folder. Click this link to open
a new page the lists these sounds.
• Created – The date when the folder was added to the system.
Note
The sounds inside the folder that are currently used by extensions cannot be deleted.
The folder that contains them cannot be deleted either.
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Add a New Sound Folder
Each time you add new sound files in the system, you choose the folder
name where you want them to be stored. If you want to store a sound in a specific
folder, other than the ones already existent, you can add a new sound folder
before adding the sound file.
To do so, follow the next steps:
1. In the Sound Folder Management page, click the
Add folder icon.
2. A new page opens, allowing you to enter the name of the new folder.
3. Use the
buttons to add several folders at the same time:
•
adds a new folder input text box.
•
removes the corresponding text box.
4. Click Ok to add the new sound folder(s). Click Cancel to go back to the
previous page without adding the folder(s).
Removal Confirmation
To finalize the removal, you have to review the list, select the Confirm
removal check box and click Ok. If you do not want to delete these records,
click Cancel to return to the previous page.
Manage Sound Languages
View the Language List
A sound file can be recorded in several languages so that the extension
can listen to the specified announcement in his chosen language, if available in
the system. If the extension's language does not exist, then the announcement
will be played in the default sound language.
The Sound Language Management page displays a list of the languages
available in the system and can be accessed by clicking the Sound languages
icon located in the Tools area.
Multiple operations can be performed:
• View a detailed list of the system languages.
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• Add a new sound language.
• Search for specific languages.
• View the sounds that have files in different languages.
• Remove sound languages from the system.
VoipNow Professional displays the following information about each sound
language:
• Language name – The name of the language.
Note
When there is no sound file associated with the language, you can click the
language name to rename the language properties.
• Sound files – The number of sound files associated to the language. Click
the link to view the sound files list.
• Created – The date when the language was added to the system.
Add a New Language
To create a new language, follow the next steps:
1. In the Sound Language Management page, click the
language icon.
Add sound
2. A new page opens, allowing you to provide the name of the new sound
language. Use the drop-down list to add one of the available languages to
the system.
3. Use the
buttons to add several languages at the same time:
•
adds another drop-down list so you can create another language.
•
removes the corresponding drop-down list.
4. Click Ok to add the new sound language(s). Click Cancel to go back to the
previous page without adding the language(s).
Edit Language Details
To change a language's details, follow the next steps:
1. Click the name of the language that you want to modify.
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2. A new page in which you can use the Name drop-down list to choose
another name for the language opens.
3. Click Ok to save your changes. Click Cancel to return to the previous page
without renaming the language.
Removal Confirmation
To finalize the removal, you have to review the list, select the Confirm
removal check box and click Ok. If you do not want to delete these records,
click Cancel to return to the previous page.
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Chapter 18
Manage the CallNow Preferences
The CallNow interface allows anyone in the world with Internet access to
contact your VoipNow Professional extension. After filling in the requested details,
the extension will call the user back based on the number of the external request.
The extension's specific routing, screening and charging rules will apply exactly
as if the call was initiated by the extension.
Note
When the feature is not activated, VoipNow Professional displays the following
message:
The CallNow function can be activated by following the next steps:
1. Select the Allow people to call me check box.
2. Configure the parameters available in the Allow CallNow section:
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• CallNow ID - Use the available text box to fill in the CallerID associated
to this extension or use the default one (e.g.: ba538fb568343064).
• I am available only in time interval - Use the drop-down list to choose
one of the already defined time intervals in which the extension owner
will be available to be contacted via CallNow. By default, the Anytime
interval is selected.
• Do not allow people to contact me while I am on the phone - Select
this check box if you would like all the CallNow requests to be rejected
while the extension owner is involved in a call.
• Confirmation required before connecting me to caller - Select this
check box if you want the extension owner to confirm before accepting
a CallNow request.
• Show my name on the public CallNow interface - Select this check
box if you want the extension owner's name to be made public in the
CallNow interface.
• Ask for the name of the caller - Select this check box if you do not
want the anonymous callers to be accepted.
• Use image validation on the public interface - When this check box
is selected, a random validation security image is used.
• Language - Use the drop-down list to select the language in which the
CallNow interface will be displayed. You may choose either the default
language or User's choice to let the caller decide.
• Message on the public interface - Use this text box to specify a
welcome message for the extension's public interface.
3. Click Ok to activate CallNow. A confirmation message that includes the
extension's personal CallNow URL is displayed:
where Joe_Doe is the CallNow ID specified earlier.
For more information about CallNow, click here.
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Chapter 19
Manage API Authentication
VoipNow Professional offers, starting version 2.5.0, important
improvements to the API infrastructure that increase the users experience when
integrating third party applications with access on certain system resources.
The VoipNow Professional API features have been grouped into the following
categories:
• SystemAPI Control - This section allows the users to define remote
applications that can configure extensions, charging plans, etc. via SOAP
and that are authenticated using a consumer key and a consumer password
instead of the older authentication methods that used the user's VoipNow
Professional username and password or an encryption key. For more details,
see the SystemAPI Control section.
• CallAPI Control - This section allows the users to define remote
applications that can control the phone calls via the REST interface and
that can be authenticated using OAuth. For more details, see the CallAPI
Control section.
• CallAPI Events - This is the event triggering mechanism (RemotePBX
without XML control). For more details, see the CallAPI Events section.
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• CallAPI Interactive - This feature is used for the IVR extensions
(RemotePBX with XML control, the ability to control the call flow).
• CallAPI Email - This feature is still under development and will be extended
in the feature. For now, it is only possible to pre-authenticate the fax
messages.
The first three sections can be accessed by clicking the
CallAPI icon available in the Tools area.
SystemAPI &
SystemAPI Control
This page provides the controls required to globally grant users access to
SOAP API, to set the authentication method or to mange the remote applications
or plug-ins that are authorized to use certain VoipNow Professional resources.
The SystemAPI Control Settings page has two sections:
• Access
◦ Enable - Select this check box to allow the users to access the SOAP API
and to define new third party applications that will fetch data from the
VoipNow Professional SOAP API.
◦ Allow legacy authentication - Select this check box if you want to
allow users to log in to the SOAP API using their VoipNow Professional
username and password. This is the old authentication method that was
available in the previous versions. For more details about this method,
see the VoipNow Professional CallAPI Guide.
Note
In case you choose this authentication method, it will not required to add the
third party application to the system!
Caution
When upgrading from a previous VoipNow Professional version to 2.5.0, both
these options are enabled!
• Authorized Applications - This section allows you to manage the
third party applications that will be able to use the SOAP API and
that will authenticate using a customer key and a customer secret
rather than your VoipNow Professional username and password. This new
authentication method, based on the OAuth protocol, enables the users'
remote applications to access various resources from VoipNow Professional
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without requiring their owners to disclose their credentials, increasing the
connection's security.
The available controls can be used to add new applications, edit or remove
the existing ones.
Note
You can add new applications only if the Enable check box is selected!
The following details are displayed for each existing application:
◦ S - The application's status:
▪
Enabled
To suspend the authorized application, click this icon and select the
appropriate action available in the displayed pop-up window. If enabled,
the requests received from this application will no longer be authorized
to use the VoipNow Professional SOAP API.
▪
Disabled
To reactivate the authorized application, click this icon and select the
appropriate action available in the displayed pop-up window. The data
fetching requests coming from this application will be accepted again.
◦ Application - The third party application's name. Click the link if you
want to modify the its parameters. For more details, see the Add a New
Authorized Application section.
You can click the
window.
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Editing an authorized application
◦ Description - The brief description provided for the third party
application. If it is too long, on mouse over, a hint with the complete text
is displayed.
◦ Configured - The date when the application details were last modified.
The table displaying the available authorized application
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Add a New Authorized Application
You can add a new authorized third party application that will be able to
use the VoipNow Professional SOAP API by following the next steps:
1. Click the
Add new application link available on top of the Authorized
Applications table.
2. A pop-up window will be displayed, allowing you to configure the
new application that will be able to access information from VoipNow
Professional using SOAP API:
• Application Info - This section allows you to set up generic details about
the application.
◦ Name - Use the available text box to fill in the application's descriptive
name, for example Google Apps.
◦ Description - Use this text box to specify some brief details about the
application.
◦ Homepage - It is mandatory to fill in the application's home page that
can be afterwards accessed by clicking the
icon.
• Contact Info - This section allows you to define the application
administrator's contact email address and phone number.
◦ Admin email - Filling in a contact email address for the administrator
is mandatory.
◦ Admin phone
• User Agreement - Here you can see the consumer key and the consumer
secret that will be used by the third party application to authenticate to
VoipNow Professional.
◦ Allow 2 legged - This is the authentication method that will be
used by the new application and cannot be changed. The 2 legged
method uses only the consumer key and the consumer secret to
authenticate, without requiring an access token and key, because the
access is granted directly to the Consumer, in our case, the third party
application. The Consumer will be accessing the resources on behalf of
itself, making the Consumer and the User the same entity.
◦ Consumer key - This is the 32 chars long string used by the Consumer
to identify itself to the Service Provider.
◦ Consumer secret - This is the 32 chars long secret used by the
Consumer to establish ownership of the Consumer key. Based on this
pair, VoipNow Professional , as the Service Provider, will recognize the
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new application (the Consumer) and will allow it to use the requested
resources.
You can generate another secret by clicking the Regenerate link.
3. Click Ok to confirm the settings and add the new application. To cancel the
process and close the window, click Cancel.
CallAPI Control
Caution
This section is available only if the system administrator or your parent accounts have
enabled the CallAPI management for your extension account.
VoipNow Professional now provides the tools required by third party
applications to access the system resources on behalf of a resource owner, in
our case, the extension account. The remote applications will be able to handle
local and external calls using this VoipNow Professional extension and it will be
authenticated with the OAuth protocol.
OAuth (Open Authorization) is an open protocol that enables websites
or applications (also known as Consumers) to access protected resources from
a Service Provider via an API, without requiring users to disclose their service
provider credentials to the Consumers. This protocol allows users to hand out
tokens instead of usernames and passwords. Each token grants access to a
specific application (e.g.: VoipNow Professional) for specific resources (e.g.:
handling calls) and for a defined duration (e.g.: the next 2 weeks). More
generally, OAuth creates a freely-implementable and generic methodology for
API authentication. OAuth does not require a specific user interface or interaction
pattern, nor does it specify how Service Providers authenticate users, making the
protocol ideally suited for cases where authentication credentials are unavailable
to the Consumer, such as with OpenID .
Below you can check the OAuth diagram that puts you through the entire
authentication flow:
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The OAuth 1.0 Protocol Flow
The OAuth based authentication is made using two credentials sets:
1. The Consumer (the third party application that require CallAPI access)
identifies itself to VoipNow Professional using the consumer key and the
consumer secret.
2. The User (client or extension) is identified by a token key and a token secret.
The token's purpose is to make it unnecessary for the resource owner, the
User, to share its credentials with the Consumer.
OAuth includes two types of tokens:
• Request Token - A value used by the Consumer (the third party
application) to obtain authorization from the User (you) and exchanged
for an Access Token.
Note
When the third party application tries to connect to VoipNow Professional
to exchange the Request Token with an Access Token, the User will be
asked to log in, confirming his credentials.
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The login page
The login panel requires the following information to be filled in:
◦ Use OpenID - Select this check box if there is an OpenID defined for
your account and you want to authenticate using it. The next two fields
will change to:
▪ OpenID provider - Use the drop-down list to select your provider.
▪ Username - Your OpenID associated to the chosen existing OpenID
provider that it is used to connect to your VoipNow Professional
account.
◦ Login - The username associated to your account, used for logging in.
◦ Password - The password for your account.
◦ Request token - Use the available text box to fill in the Request
Token generated for your third party application and that will have to be
authorized before the remote application will have full rights to access
your account's resources.
◦ Access duration - You can choose if you want the remote application to
be granted an Access Token that can be used to log in to your VoipNow
Professional account Once or Until revoked.
After filling in the required information, click the Grant button. VoipNow
Professional will verify the Request Token and your credentials and, if they
are correct, will issue the Access Token and allow the third party application
access to your account's resources.
• Access Token - A value used by the Consumer (the third party
application) to gain access to the Protected Resources (the extensions in
the system, via CallAPI) on behalf of the User (you) instead of using the
User's Service Provider (VoipNow Professional ) credentials.
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The entire authentication flow can be seen in the above diagram, but you
must remember, when writing the remote application code, to specify both these
important URL addresses:
• Request Token URL - The URL used to obtain an unauthorized Request
Token. You must use: https://{server_ip}/oauth/request.php .
• Access Token URL - The URL used to exchange the User -authorized
Request Token for an Access Token. You must use: https://
{server_ip}/oauth/access.php.
Note
For more information, see both the CallAPI Guide and the OAuth Guide.
VoipNow Professional, as an OAuth provider, offers the tools required by
the users to define external applications or plug-ins (Consumers), such as a call
manager, that will be allowed to use only certain resources via CallAPI.
The CallAPI Control Settings page has three sections:
• Access
◦ Enable - Select this check box to allow the users to access the CallAPI
and to define new third party applications that will fetch data from the
VoipNow Professional CallAPI.
◦ Allow legacy authentication - Select this check box if you want to allow
users to log in to the CallAPI using their VoipNow Professional username
and password. This is the old authentication method that was available
in the previous versions. For more details about this method, see the
VoipNow Professional CallAPI Guide.
Note
In case you choose this authentication method, it will not required to add the
third party application to the system!
Note
Enabling this option will allow you to define the CallAPI password from the
Legacy Authentication section.
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Caution
When upgrading from a previous VoipNow Professional version to 2.5.0, both
these options are enabled!
• Legacy Authentication - You may set up the CallAPI password only if the
Allow legacy authentication check box is selected.
◦ Old CallAPI password - This line is displayed only if a CallAPI was
previously defined.
◦ CallAPI password - Use the available text box to specify the password
that will have to be provided when connecting to the VoipNow Professional
CallAPI.
Note
The password must be at least 5 characters long.
◦ Confirm CallAPI password - Fill in the same password again to confirm
it.
• Authorized Applications (OAuth) - This section allows you to manage
the third party applications that will be able to connect to the VoipNow
Professional CallAPI and use the system's extensions to place and receive
internal and external calls. These applications will authenticate using
the OAuth protocol, without requiring their owners to disclose their
credentials, increasing the connection's security.
The available controls can be used to add new applications, edit or remove
the existing ones.
Note
You can add new applications only if the Enable check box is selected!
The following details are displayed for each existing application:
The table displaying the available authorized application
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◦ S - The application's status:
▪
Enabled
To suspend the authorized application, click this icon and select the
appropriate action available in the displayed pop-up window. If enabled,
the requests received from this application will no longer be authorized
to use the VoipNow Professional CallAPI.
▪
Disabled
To reactivate the authorized application, click this icon and select the
appropriate action available in the displayed pop-up window. The data
fetching requests coming from this application will be accepted again.
◦ Application - The third party application's name. Click the link if you
want to modify the its parameters. For more details, see the Add a New
OAuth Authorized Application section.
You can click the
window.
icon to open the application's home page in a new
Editing an authorized application
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◦ Description - The brief description provided for the third party
application. If it is too long, on mouse over, a hint with the complete text
is displayed.
◦ Access Tokens - The number of access tokens currently associated with
the application and with the current user. When at least one token is
defined, if you click the link, a pop-up window is displayed, allowing you to
visualize its details and to revoke it, canceling the third party application's
access to VoipNow Professional .
The access tokens management window
The following information is available for each access token:
▪ Token - The access token.
▪ Authorized By - The name of the entity that authorized the access
token.
▪ Issued On - The date the access token was created.
▪ Lifetime - The access token's lifetime:
• Once - The third party application can use only once the access token.
Afterwards, in order to log in to the VoipNow Professional CallAPI
again, another token must be issued.
• Until revoked - The access token can be used as many times
as desired, until you will revoke it from the system, forbidding the
application to log in to the VoipNow Professional CallAPI.
▪ Used On - The date the token was last used by the third party
application to authenticate to VoipNow Professional .
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Note
There is a maximum limit of 10 tokens registered per application and per
user.
◦ Configured - The date when the application details were last modified.
Add a New OAuth Authorized Application
You can add a new authorized third party application that will be able to
use the VoipNow Professional CallAPI by following the next steps:
1. Click the
Add new application link available on top of the Authorized
Applications (OAuth) table.
2. A pop-up window will be displayed, allowing you to configure the new
application that will be able to place and receive calls using the VoipNow
Professional CallAPI:
• Application Info - This section allows you to set up generic details about
the application.
◦ Name - Use the available text box to fill in the application's descriptive
name, for example Google Apps.
◦ Description - Use this text box to specify some brief details about the
application.
◦ Homepage - It is mandatory to fill in the application's home page that
can be afterwards accessed by clicking the
icon.
• Contact Info - This section allows you to define the application
administrator's contact email address and phone number.
◦ Admin email - Filling in a contact email address for the administrator
is mandatory.
◦ Admin phone
• OAuth User Agreement - This section allows you to choose the
authentication method that will be used by the third party application,
including the redirect URL. Also, here you can see the consumer key and
the consumer secret associated to this new application.
◦ Allow 2 legged - By default, the OAuth authentication method that
will be used by the new application is 3 legged . This method requires
an Access Token used by the Consumer (the third party application)
to gain access to the Protected Resources (the extensions in the
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system, via CallAPI) on behalf of the User (you). Basically, this process
implies 3 parties, the User, authenticated by the tokens, the Consumer ,
authenticated by the consumer key and secret and the Service Provider
, VoipNow Professional.
The 3 legged authentication method
On the other hand, the 2 legged method uses only the consumer key
and the consumer secret to authenticate, without requiring an access
token and key, because the access is granted directly to the Consumer,
in our case, the third party application. The Consumer will be accessing
the resources on behalf of itself, making the Consumer and the User
the same entity.
Select this check box to enable the authentication based on the
consumer key-secret pair.
◦ OAuth redirect URL - Use the available text box to specify the
URL address of the third party application where the user will be
redirected after access is granted. If no address is defined, then after
the authentication, the user will remain in the VoipNow Professional
page.
◦ Consumer key - This is the 32 chars long string used by the Consumer
to identify itself to the Service Provider.
◦ Consumer secret - This is the 32 chars long string used by the
Consumer to establish ownership of the Consumer key. Based on this
pair, VoipNow Professional , as the Service Provider, will recognize the
new application (the Consumer) and will allow it to use the requested
resources.
You can generate another secret by clicking the Regenerate link.
3. Click Ok to confirm the settings and add the new application. To cancel the
process and close the window, click Cancel.
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CallAPI Events
Caution
This section is available only if the system administrator or your parent accounts have
enabled the CallAPI management for your extension account.
VoipNow Professional can notify third party applications using REST calls
when one of the three supported events occurs. To do so, you can use the controls
available in the CallAPI Events tab that can be accessed at extension level by
clicking the
SystemAPI & CallAPI icon available in the Tools area.
Note
This feature is very useful for example if you want to use a remote application that,
in case of an incoming call, can display in the VoipNow Professional interface details
about the caller, like its CallerID, number dialed, if it was redirected from another
extension in the system, etc.
VoipNow Professional to Third Party Application REST Calls table
displays information about the three supported events and it allows you to
configure them as per your request. The following details are available for each
event:
• S - The event's configuration status:
◦
Not configured
◦
Configured
• Event - All three supported events:
◦ Dial-Out - The request will be sent when the extension places an outgoing
call.
◦ Dial-In - The request will be sent when the extension receives an incoming
call.
◦ Hangup - The request will be sent when the extension hangs up.
Click on the corresponding links to configure the events. A pop-up window
is displayed, providing the controls required to set up the event:
◦ Send request on event - The name of the event for which a request will
be sent to the defined URL address.
◦ Request method - Use the drop-down list to choose how the request
will be sent:
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▪ GET - This HTTP request method is used to send only the URL and the
header to the server.
Note
This is the default selection.
▪ POST - Use this method when you want to send data to be processed
(e.g.: from a HTML form) to the third party application. The data is
included in the body of the request. This may result in the creation of
a new resource, in updating the existing resources or in both.
◦ Request ID - Use the available text box to fill in a custom identification
number that will be used to distinguish each request. The value must be
alphanumerical and between 2 and 32 characters in length.
◦ Make request to - Use this text box to specify the URL address where
the request will be made. For more details, see the CallAPI guide.
◦ This is active - When this check box is selected, the request is
automatically sent each time the event for which it was defined happens.
◦ Note - Here you can write a brief description for the request.
You can define more than one request for the same event using the
icons. You can add up to 10 requests per event.
To confirm your settings, click Apply. A message will be displayed on top of
the page, informing you about the outcome.
A configured request for the 'Dial-In' event
• Configured URLs - The number of URL addresses configured for the event.
If none, VoipNow Professional displays '-'.
• Updated - The date and time the event was last modified. If the event is
not configured, VoipNow Professional displays Never.
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The CallAPI events table
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Chapter 20
View the Report for Your Calls
VoipNow Professional provides detailed statistics about your extension's
incoming and outgoing calls.
The Call Reports of Extension {ext_name_no} page can be accessed
by clicking the
Call reports icon available in the Tools area.
A detailed list of all the calls for the current and the previous months is
displayed. Multiple operations can be performed:
• Search for specific calls.
• Export the call list to a Microsoft Excel file.
• Export the call list to a .csv file.
The Call List table provides details about all the calls registered in the
current month. To view the calls from any previous month, use the available dropdown list and select the desired value.
The table includes the following details about each call:
• T – The call type:
◦
Local call
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◦
Extended local call
◦
External call
• A – The call application type:
◦
Dial
◦
Queue
◦
IVR
◦
Voicemail
◦
Conference
◦
Park
◦
Unpark
◦
Callback
◦
Calling card
◦
Intercom/paging
◦
Queue center
• From – The CallerID, for example <8754 >, or, if the call is initiated from
inside the system, the extension number (e.g.: 007 or 0001*007) of the
person who made the call.
Note
Holding the mouse cursor over an extension number will display an info
message that provides details about the extension that made the call:
◦ Name
◦ Company
◦ Email
◦ Status
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Note
For outgoing calls, the number of the extension that placed the call (reference
extension) is displayed using bold characters. As you extension is the one
both receiving and placing calls, this number will always be your extension's
number.
• To – The CallerID, for example <8754 >, or, if the call is initiated from inside
the system, the extension number (e.g.: 007 or 0001*007) of the person
who answered the call.
Note
Holding the mouse cursor over an extension number will display an info
message that provides details about the extension that received the call.
Note
For incoming calls, the number of the extension that received the call
(reference extension) is displayed using bold characters. As you extension
is the one both receiving and placing calls, this number will always be your
extension's number.
• Transfer source - This column lists the number of the source extension
if the call was transferred to another extension. If not, then '-' will be
displayed.
• Transfer destination - This column lists the number of the destination
extension if the call was transferred to another extension. If not, then '-'
will be displayed.
• Call schematic - This column displays the call flow and the reference
extension:
◦ Your extension's name followed by the
◦ The
icon for an outgoing call.
icon followed by your extension's name for an incoming call.
• Initiated - The date and time the caller dialed the callee's number, initiating
the call.
Note
This column is not visible by default. It can be enabled from the
columns panel.
Show
• Ringing started – The date and time the called extension started ringing.
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Note
The Initiated and Ringing started parameters show the actual time required
for the called extension to start ringing from the moment the call was initiated
by the caller.
• Answered – The date and time the call was answered.
• Call duration – The total length of the call, displayed in the hh:mm:ss
format.
• CallID – The unique number generated by Asterisk to identify the call.
Note
This column is not visible by default. It can be enabled from the
columns panel.
Show
• Call cost – The total amount that you have to pay for the call.
Searching the Calls List
VoipNow Professional automatically displays all the current month's calls.
If you are searching for specific calls, you have to define particular search criteria
by filling in the fields available in the Search Calls section:
• Show call history for - Use the drop-down list to choose whose call history
to be displayed:
◦ Personal - Only your call history is displayed.
Note
This is the default value.
◦ {extension_no} - Depending on how many extensions in the group(s)
have the call history Sharing Policy enabled, you can choose from the
list the {extension_no} whose traffic you want to see.
Note
For example, your extension is part of the Phone Terminals group.
Extension 2 and Extension 3 are also members of this group. The two
extensions have the appropriate policy enabled and they are sharing their
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call history with the Phone Terminals group. Therefore, your extension
will be able to see the call history both of Extension 2 and Extension 3.
◦ All - The call histories of both your extension and of all the extensions
in the group(s) that have the call history Sharing Policy enabled are
displayed.
• From number - If you want only certain received calls to be displayed, then
you can use the drop-down list and the text box to search through the list:
◦ Starting with - Only the calls received from the number(s) starting with
the digit(s) filled in the text box will be displayed.
◦ Ending with - Only the calls received from the number(s) ending with
the digit(s) filled in the text box will be displayed.
◦ Exact match - Only the calls received from the number(s) matching
exactly the digit(s) filled in the text box will be displayed.
• To number - If you want only the calls placed to certain phone number(s)
to be displayed, then you can use the drop-down list and the text box to
search through the list:
◦ Starting with - Only the calls placed from the number(s) starting with
the digit(s) filled in the text box will be displayed.
◦ Ending with - Only the calls placed from the number(s) ending with the
digit(s) filled in the text box will be displayed.
◦ Exact match - Only the calls placed from the number(s) matching exactly
the digit(s) filled in the text box will be displayed.
• CallID – If you want only the calls matching a certain CallID to be displayed,
use this text box to fill in the unique number that Asterisk generated to
identify the call.
• Call duration – Use this section to specify the call duration limitations by
filling in the fields from the next rule:
Bigger than {x} seconds and/or smaller than {y} seconds
• Call cost – Use this section to specify call cost limitations by filling in the
fields from the next rule:
Bigger than {x} and/or smaller than {y}
• Call ended with – Use the drop-down list to filter the calls based on their
resolution:
◦ Answered - Displays only the calls that were answered.
◦ No answer - Displays only the calls that were not answered.
◦ Busy - Displays only the calls that could not be answered because the
callee was involved in another call.
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◦ Failed - Displays only the calls that could not reach their destination.
◦ Unknown - Displays only the calls whose resolution is unknown.
◦ Not allowed - Displays only the calls that were not authorized to reach
their destination.
• Start search on {x} and end search on {y} - Use the text boxes or click
the corresponding
calendar icon to specify the period you are searching
for.
• Display - Use these radio buttons to filter the search results:
◦ All – Select this option to display both the incoming and the outgoing
calls matching your other filters.
◦ Incoming calls – Select this option to display only the received calls
matching your other filters.
◦ Outgoing calls – Select this option to display only the placed calls
matching your other filters.
• Limit search by call context – Use these radio buttons to filter the search
results:
◦ All – Select this option to display all your extension's calls.
◦ Local calls – Select this option to display only the calls made to local
numbers (between extensions belonging to the same client).
◦ Extended local calls – Select this option to display only the calls made
to extended local numbers (between extensions belonging to different
clients).
◦ External calls – Select this option to display only the calls received from
outside the system or sent to external destinations.
• Limit search by application – Use these check boxes to filter the search
results by the application used by Asterisk to handle the call:
◦ Dial – Select this option to display the calls between two phone terminals.
◦ Queue – Select this option to display the calls targeted at a queue
extensions.
◦ Conference – Select this option to display the conference calls.
◦ Voicemail – Select this option to display the calls that ended in the voice
mailbox.
◦ Voicemail center – Select this option to display the calls to a voicemail
center extension type.
◦ IVR – Select this option to display the calls targeted at an IVR extensions.
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◦ Park – Select this option to display the calls that were parked.
◦ Unpark – Select this option to display the calls that were picked up form
the parking lot.
◦ Calling card - Select this option to display the calls that were made using
a calling card extension type.
◦ Intercom/Paging - Select this option to display the calls made through
an intercom/paging extension type.
◦ Callback - Select this option to display the calls that were made using
a callback extension type.
◦ Fax - Select this option to display the fax messages.
◦ Supervising - Select this option to display the supervised calls.
Click Ok to display only the records that fit your search criteria. Click Show
all to display all the records from the data base.
Export Reports to an Easy-to-Edit Format
•
Export to Excel – Click this link to export the call costs report to a
Microsoft Excel file.
•
Export to CSV - Click this link to export the call costs report to a .csv
format file.
You have the possibility to customize the exported call cost report by
choosing the columns you want to include in your report. The relevant columns
can be selected from the Export Columns section.
This is the list of all possible columns you can export in your customized
report:
• Call flow - The call direction: incoming or outgoing .
• Call type - The received call type.
• Application - The application that answered the call. Any of the
applications listed under Limit search by application (see above) can
answer the call.
• To number – The CallerID, for example <8754 >, or, if the call is initiated
from inside the system, the extension number (e.g.: 007 or 0001*007) of
the person who answered the call.
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• From number – The CallerID, for example <8754 >, or, if the call is initiated
from inside the system, the extension number (e.g.: 007 or 0001*007) of
the person who made the call.
• Call initiated - The date and time the caller dialed the callee's number,
initiating the call.
• Ringing started – The date and time the called extension started ringing.
• Call answered - The date and time the call was answered. If the call
was not answered, VoipNow Professional records the 0000-00-00 00:00:00
value.
• Call duration - The total length of the received call, in seconds.
• Call disposition - The way the call was terminated: it was either answered,
not answered, failed, etc.
• Charging plan - The charging plan that generated the call cost.
• Call cost - The cost of the call as charged by the channel.
• Money unit - The currency currently used for charging.
• CallID - The unique number generated by Asterisk to identify the call.
• Transfer source - If the call was transferred from another extension, this
column will list the source extension.
• Transfer destination - If the call was transferred to another extension,
this column displays the destination extension.
• Initially called extension - If the call was picked up from another
extension, this column displays the extension that was originally called.
• Callback CallerID - If the caller used a callback extension to route its call
to a remote destination, this column displays the authorized CallerID (the
number from which the user dialed the system).
• Calling card code - If the caller used a calling card to call a destination
number, this column displays the code introduced to authenticate and
charge the call.
• Flow reference extension - The extension that initiated an outgoing call
or the extension that received an incoming call.
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Chapter 21
Manage Your Email Templates
VoipNow Professional can send email notifications to its users when
standard events occur. The text of the notifications can be customized. The system
can be set up to send only some notifications and only to certain users.
The Email Templates Management page can be accessed by clicking the
Email templates icon available in the Tools area.
Note
If you want all the email notifications from a specific category to be sent to a certain
user, select the check box from the user's column header.
If you want to manage the users that will receive certain notifications, follow the next
steps:
1. From the available check boxes, select the ones corresponding to the users
you want to notify.
2. Click Ok to save your options. Click Cancel to return to the previous page
without modifying anything.
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The notification emails can also be sent to an email address specified in the
E-mail address column. This email address can be different for each selected
event.
The Preferences section can be used by the reseller to specify the
conditions required for sending the warning emails:
• Send expiration notices {x} days in advance – Use this text box to
specify how many days before the account expiration a notifications is
dispatched to the users.
• Send charging limit warnings when the account is below {y}
minutes or {credit_limit} {currency} – A charging limit warning is
generated in one of the following cases:
◦ The minutes remaining from the total amount specified for the Available
external outgoing minutes option go below a certain limit.
Use the first text box to specify this time limit.
◦ The credit remaining in Limit for external outgoing calls goes below
a certain limit.
Use the second text box to specify this money limit.
◦ The credit remaining in Limit for external incoming calls goes below
a certain limit.
The money limit you specified for external outgoing calls in the above text
box, includes the external incoming calls money limit.
You can customize the subject and the content of an email notification by
following the next steps:
1. Click the
icon corresponding to the chosen event.
2. A new page allowing you to edit the email subject and email body opens.
Modify the text, keeping in mind the following rules:
• You may use only plain text when writing the email subject and content.
The email is also sent in plain text format.
• You can include tags that will be automatically replaced by the system
with the appropriate content. Examples:
[recipient_name] is replaced with the name of the person receiving the
notification.
3. Click Ok to save the changes. Click Cancel to return to the previous page
without modifying anything.
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The events that can trigger an email notification are described in the next
sections, along with the tags used by every notification.
The 'Extension Account Expiration Warning' Email
Template
The email notification triggered by this event is sent {x} days in advance,
as specified in the Send expiration notices field available in the Email
Template Management page.
The default tags used by this notification are listed below:
• [contact_name] - The name of the user whose extension account is set to
expire. This is the name specified in the provided extension information.
• [recipient_name] - The name of the person who receives the email.
• [company_name] - The name of the company, as it was specified in the
provided extension information.
• [login] - The username used to connect to the extension account, as it
was specified in the provided extension information.
• [ext_number] - The telephone number assigned to the extension account.
• [public_number] - The number used on the public phone network for this
extension.
• [expire_date] - The date when the user's account expires.
The 'Extension Account Expired' Email Template
The email notification triggered by this event is sent after the extension
account has expired.
The default tags used by this notification are listed below:
• [contact_name] - The name of the user whose extension account has just
expired. This is the name specified in the provided extension information.
• [recipient_name] - The name of the person who receives the email.
• [company_name] - The name of the company, as it was specified in the
provided extension information.
• [login] - The username used to connect to the extension account, as it
was specified in the provided extension information.
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• [ext_number] - The telephone number assigned to the extension account.
• [public_number] - The number used on the public phone network for this
extension.
• [expire_date] - The date when the user's account expired.
The 'Extension Charging Limit Warning' Email
Template
The email notification triggered by this event is sent when the available
number of minutes is below {y} minutes or when the credit is below the
{credit_limit}, as specified in the Send charging limit warnings when the
account is below field available in the Email Template Management page.
The default tags used by this notification are listed below:
• [contact_name] - The name of the contact person specified for the
extension account whose credit/number of minutes is below the customized
limit. This is the name specified in the provided extension information.
• [recipient_name] - The name of the person who receives the email.
• [company_name] - The name of the company, as it was specified in the
provided extension information.
• [login] - The username used to connect to the extension account, as it
was specified in the provided extension information.
• [ext_number] - The telephone number assigned to the extension account.
• [public_number] - The number used on the public phone network for this
extension.
• [minutes_out] - The number of outgoing minutes left for this user.
• [money_left] - The credit for outgoing calls currently available to this user.
• [money] - The currency used in the system.
• [month] - The month when the notification is sent.
• [minutes_limit] - The minutes limit specified in the Send charging limit
warnings when the account is below field.
• [money_limit] - The credit limit specified in the Send charging limit
warnings when the account is below field.
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The 'Extension Charging Limit Exceeded' Email
Template
The email notification triggered by this event is sent after the charging limit
specified in the Send charging limit warnings when the account is below
field available in the Email Template Management page is exceeded.
The default tags used by this notification are listed below:
• [contact_name] - The name of the contact person specified for
the extension account whose credit/number of minutes exceeded the
customized limit. This is the name specified in the provided extension
information.
• [recipient_name] - The name of the person who receives the email.
• [company_name] - The name of the company, as it was specified in the
provided extension information.
• [login] - The username used to connect to the extension account, as it
was specified in the provided extension information.
• [ext_number] - The telephone number assigned to the extension account.
• [public_number] - The number used on the public phone network for this
extension.
• [minutes_out] - The number of outgoing minutes left for this user.
• [money_left] - The credit for outgoing calls currently available to this user.
• [money] - The currency used in the system.
• [money_left_incoming] - The credit for incoming calls currently available
to this user.
• [month] - The month when the notification is sent.
• [minutes_limit] - The minutes limit specified in the Send charging limit
warnings when the account is below field.
• [money_limit] - The credit limit specified in the Send charging limit
warnings when the account is below field.
The 'Forgot Password' Email Template
For this event, VoipNow Professional will send an email message containing
a temporary password to the user who has forgotten his own and requested a
new one. This password is valid only for the time period specified in the Login
Preferences page, in the Expiration time for new password field.
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The default tags used by this notification are listed below:
• [recipient_name] - The name of the person who receives the email.
• [login] - The username used to connect to the VoipNow Professional
interface, as it was specified in the provided reseller/client/extension
information.
• [new_password] - The new password, generated in order to replace the
forgotten one.
• [valid_minutes] - The new password can be activated only for the time
specified here.
• [url] - The new password activation URL.
• [ip] - The IP address of the user who has requested the new password.
Note
This notification can be sent only to a custom email address.
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Chapter 22
Contact and Support
For online help and support please visit:
• Support Zone: https://help.4psa.com
• Knowledge Base:
http://kb.4psa.com
• Documentation: http://help.4psa.com/docs/
For mailing addresses and phone numbers from our offices:
http://www.4psa.com/contactus
If you have any questions, do not hesitate to contact us.
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Index
A
Access policy, 18
Account details, 21
Add database numbers, 130
Add incoming call rule, 108
Alerts, 17
Announcement sound, 133
API authentication, 144
B
Basic settings, 42
C
CallAPI control, 149
Add new application, 156
Call costs, 161
Calling features, 48
CallNow, 142
Call recording, 54, 127
Call screening database, 128
Add, 129
Edit, 130
(see also Add)
Export, 132
Charging credits, 96
Charging limits, 94
Charging plan, 88
Conference settings, 51
Extension account expiration warning,
171
Extension account expired, 171
Extension charging limit exceeded, 173
Extension charging limit warning, 172
F
Failed logins, 28
Fax center, 52
Enable/disable, 76
Fax messages, 74
Sent, 77
Forgot password, 173
G
Greetings, 73
I
Import database numbers, 129
Individual days, 100
Instant messaging, 48
Interval, 100
L
Login, 26, 27
M
Mailbox, enable/disable, 74
Matching intervals, 103
Music on hold, 133
My interface, 16
D
N
Database categories, 131
Add, 131
Edit, 132
(see also Add)
Network
Allow or deny, 19
Remove, 20
Notifications, 14, 169
E
O
Edit email body, 170
Export, 167
Extension account
Incoming call rules, 104
OpenID
Add new identity, 34
Remove identity, 35
Outgoing call rules, 122
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P
Y
Password, 14
Your OpenID identities, 30
Phone number collections, 128
Phone terminal queue membership, 81
Member preferences, 81
Queue settings, 82
Provisioning, 57, 58
R
Recorded calls, 125
S
Sessions, 25
Setup, 42
SIP preferences, 64
Sound folders, 138
Add, 139
Remove, 139
Sound language, 139
Add, 140
Edit, 140
Remove, 141
Sounds
Add, 135
Edit , 136
Remove, 138
SystemAPI control, 145
Add new application, 148
T
Time interval, 98
Time interval definition, 100
Time intervals
Add, 99
U
Unified Communications settings, 25
V
Voicemail, 50
Voice mailbox, 70
Voicemail messages, 72
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