Web Manager - Avaya Support

Web Manager - Avaya Support
IP Office Basic Edition
IP Office 8.0 Web Manager
- Issue 01q - (21 May 2012)
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IP Office 8.0 Web Manager
IP Office Basic Edition
License types
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Page 2
- Issue 01q (21 May 2012)
Contents
Contents
4.9 Music on Hold
..................................................................... 153
4.10 Automatic
.....................................................................
Line Selection
154
1. Using IP Office Web Manager
5. Setting the Date and Time
1.1 Enabling Web
.....................................................................
Manager
8
1.2 Displaying a.....................................................................
System's IP Address
9
1.3 PC Connection
..................................................................... 9
1.4 Logging In ..................................................................... 10
1.5 Changing Your
.....................................................................
Password
12
1.6 Logging Out
..................................................................... 12
1.7 Configuring.....................................................................
Web Manager Users
13
5.1 Manually Setting
.....................................................................
the Date
5.2 Manually Setting
.....................................................................
the Time
5.3 Using Daylight
.....................................................................
Saving Time
5.4 Using Network
.....................................................................
Time Synchronization
2. Telephony Overview
2.1 Dial Plan .....................................................................
2.2 Outgoing Call
.....................................................................
Routing
2.3 Incoming Call
.....................................................................
Routing
2.3.1 Coverage
............................................................................
Destination Summary
2.3.2 DID/Call-by-Call
............................................................................
Summary
2.4 Supported .....................................................................
Telephones
2.5 Date and Time
.....................................................................
Setting
2.6 Phantom Users
.....................................................................
2.7 Modem Access
.....................................................................
Support
2.8 SIP Trunks.....................................................................
2.9 Phone Based
.....................................................................
Administration
2.10 Voicemail.....................................................................
and Auto Attendant Languages
17
20
22
24
25
26
26
27
28
28
29
30
3. Configuration Menus
3.1 Configuration
.....................................................................
Menus
34
3.2 Home
..................................................................... 36
3.3 User
..................................................................... 38
3.4 Incoming Call
.....................................................................
Management
52
3.4.1 Groups
............................................................................ 52
3.4.2 Auto
............................................................................
Attendants
54
3.5 Outgoing Call
.....................................................................
Management
60
3.5.1 Speed
............................................................................
Dial
60
3.5.2 Calling
............................................................................
List
62
3.5.3 Alternate
............................................................................
Route Selection
67
3.5.4 Dial
............................................................................
Numbers
71
3.6 System
..................................................................... 72
3.6.1 Switch
............................................................................ 72
3.6.2 Trunks
............................................................................ 80
3.6.3............................................................................
SIP Trunks
109
3.6.4............................................................................
Auxiliary Equipment
120
3.6.5............................................................................
User Preferences
122
3.6.6............................................................................
License
125
3.6.7............................................................................
System Shutdown
127
3.7 Monitoring..................................................................... 127
3.8 Tools
..................................................................... 133
3.9 Information
.....................................................................
Panels
134
4. Initial Configuration
4.1 Setting the.....................................................................
System Mode (PBX or Key)
4.2 Setting the.....................................................................
System Country
4.3 Setting the.....................................................................
System Language
4.4 Setting the.....................................................................
Number of Lines
4.5 Adding Licenses
.....................................................................
4.6 Changing.....................................................................
Network Settings
4.7 Setting the.....................................................................
Emergency Numbers
4.8 Setting the.....................................................................
Outside Line Prefix
IP Office 8.0 Web Manager
IP Office Basic Edition
145
146
147
148
149
151
152
153
156
157
158
158
6. Incoming Call Routing
6.1 Programming
.....................................................................
Line Appearance Buttons
6.2 Setting a Trunk's
.....................................................................
Coverage Destinations
6.3 Enabling Auto
.....................................................................
Attendant Coverage
6.4 Using DID.....................................................................
Call Mapping
162
163
166
167
7. PBX Mode Outgoing Call Routing
7.1 Setting the.....................................................................
Outside Line Prefix
174
7.2 Editing the.....................................................................
ARS Selectors
175
7.3 Editing the.....................................................................
External Call Classes
177
8. Groups
8.1 Groups .....................................................................
8.1.1............................................................................
Calling Groups
8.1.2............................................................................
Hunt Groups
8.1.3............................................................................
Night Service Group
8.1.4............................................................................
Operator Group
8.1.5............................................................................
Pickup Groups
8.2 Displaying.....................................................................
the Groups
8.3 Group Call.....................................................................
Distribution
8.4 Editing Group
.....................................................................
Membership
8.5 Changing.....................................................................
a User's Group Memberships
181
181
181
181
181
181
182
184
185
186
9. Auto Attendant Configuration
9.1 Licensing .....................................................................
9.2 Adding an.....................................................................
Auto Attendant
9.3 Accessing.....................................................................
an Attendant Internally
9.4 Recording.....................................................................
Prompts
9.5 Answering.....................................................................
External Calls with an Attendant
9.6 Changing.....................................................................
an Auto Attendants Language
192
193
196
196
197
198
10. Restricting Outgoing Calls
10.1 Barring a.....................................................................
User from Making External Calls
10.2 Restricting
.....................................................................
a User's External Calls
10.3 Setting Up
.....................................................................
Disallowed Numbers
10.4 Setting Up
.....................................................................
Allowed Numbers
10.5 Using Account
.....................................................................
Codes
10.6 Using Marked
.....................................................................
Speed Dials
203
203
204
205
206
208
11. Voicemail Configuration
11.1 Licensing.....................................................................
11.2 Setting the
.....................................................................
Mailbox Mode
11.3 Switching
.....................................................................
Voicemail On/Off
11.4 Setting the
.....................................................................
Voicemail Answer Delay
11.5 Setting a.....................................................................
Voicemail Code
11.6 Mailbox Breakout
.....................................................................
Settings
11.7 Mailbox Language
.....................................................................
11.8 Using Voicemail
.....................................................................
Transfer
11.9 Using Voicemail
.....................................................................
Email
11.9.1
............................................................................
Configuring the Email Server Settings
213
213
214
215
215
216
216
217
218
219
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11.9.2
............................................................................
Setting User Email Addresses
220
11.9.3
............................................................................
Changing a User's Voicemail Email Mode
220
12. Configuring Users and Extensions
12.1 Changing
.....................................................................
a User's Group Memberships
12.2 Loudspeaker
.....................................................................
Paging
12.3 Door Phone
.....................................................................
Operation
12.4 Using the.....................................................................
System Password
12.5 One Touch
.....................................................................
Transfer
12.6 Page and
.....................................................................
Direct Calls
222
223
224
225
226
227
13. Night Service
13.1 Adding a.....................................................................
Night Service Button
13.2 Editing the
.....................................................................
Night Service Group
13.3 Setting the
.....................................................................
System Password
13.4 Adjusting.....................................................................
Trunk Auto Attendant Coverage
13.5 Overriding
.....................................................................
Auto Attendant Time Settings
15.3 Backing .....................................................................
Up System Files
15.4 Restoring
.....................................................................
System Files
15.5 Shutting .....................................................................
Down a Memory Card
15.6 Starting a
.....................................................................
Memory Card
15.7 Copying .....................................................................
the System Card
254
254
255
255
256
16. Other System Administration Tools
17. SMDR Call Logging
17.1 SMDR Fields
..................................................................... 273
17.2 SMDR Examples
..................................................................... 276
Index ...............................................................................279
231
232
232
233
234
14. Button Programming
14.1 Button Programming
.....................................................................
Functions
14.2 Manager.....................................................................
Buttons
14.3 Absent Message
.....................................................................
14.4 Account .....................................................................
Code Entry
14.5 Active Line
.....................................................................
Pickup
14.6 Auto Dial.....................................................................
- Intercom
14.7 Auto Dial.....................................................................
- Other
14.8 Call Coverage
.....................................................................
14.9 Call Forwarding
.....................................................................
14.10 Call Pickup
.....................................................................
14.11 Caller ID
.....................................................................
Inspect
14.12 Caller ID
.....................................................................
Log
14.13 Caller ID
.....................................................................
Name Display
14.14 Calling .....................................................................
Group
14.15 Call Screening
.....................................................................
14.16 Conference
.....................................................................
Drop
14.17 Contact.....................................................................
Closure 1
14.18 Contact.....................................................................
Closure 2
14.19 Do Not .....................................................................
Disturb
14.20 Hot Dial.....................................................................
14.21 Hunt Group
.....................................................................
14.22 Idle Line
.....................................................................
Pickup
14.23 Last Number
.....................................................................
Redial
14.24 Loudspeaker
.....................................................................
Page
14.25 Message
.....................................................................
Alert Notification
14.26 Night Service
.....................................................................
14.27 Pickup .....................................................................
Group
14.28 Privacy.....................................................................
14.29 Recall .....................................................................
14.30 Saved Number
.....................................................................
Redial
14.31 Simultaneous
.....................................................................
Page
14.32 Station .....................................................................
Lock
14.33 Station .....................................................................
Unlock
14.34 VMS Cover
.....................................................................
14.35 Voice Mailbox
.....................................................................
Transfer
14.36 Wake Up
.....................................................................
Service
238
240
241
241
241
241
241
242
242
243
243
243
243
243
244
246
246
246
246
246
247
247
247
247
247
247
248
248
248
248
248
248
249
249
249
250
15. Maintenance
15.1 Rebooting
.....................................................................
the System
252
15.2 Shutting .....................................................................
Down the System
252
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 4
- Issue 01q (21 May 2012)
Chapter 1.
Using IP Office Web Manager
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 5
- Issue 01q (21 May 2012)
Using IP Office Web Manager:
1. Using IP Office Web Manager
IP Office Basic Edition - Quick Mode, IP Office Basic Edition - Norstar Mode and IP Office Basic Edition - PARTNER Mode
systems running IP Office Release 8.0 and higher can be configured using IP Office Web Manager from a web browser.
This provides access to most system configuration settings.
IP Office Web Manager is currently supported with Internet Explorer 8 only, Firefox 3.6+, Google Chrome and Safari 4+.
Other System Administration Tools
IP Office Web Manager can be used for most aspects of system configuration. However, there are a number of other tools
that can also be used for system administration. Each tool can perform different functions 258 . End users can also make
changes to some of their own settings through their phone.
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 7
- Issue 01q (21 May 2012)
1.1 Enabling Web Manager
For IP Office Release 8.0+, Norstar Mode systems can be managed via web browser. This operation is supported using a
range of standard web browsers (Internet Explorer 8, Firefox 3.6+, Safari 4+ or Google Chrome).
Access to the system is via its IP address and then selecting the IP Office Web Management link. This documentation
covers the recommended initial configuration 144 that can be done via web based management. Full use of web based
management is covered in the IP Office Basic Edition Web Base Management manual.
In order to use IP Office Web Manager, a number of criteria as listed below must be met. Most of these are applied
automatic to a new system installed with IP Office Release 8.0. However, for systems being upgraded to IP Office Release
8.0, additional upgrade steps may be required.
1. The system must be running in IP Office Basic Edition - Quick Mode, IP Office Basic Edition - PARTNER Mode or IP
Office Basic Edition - Norstar Mode mode. IP Office Web Manager is not used for other IP Office modes.
2. The IP Office Web Manager files must be present on the System SD card. This can be done in a number of way:
· By selecting to include those files when prompted to do so while recreating the IP Office SD card using IP Office
Manager.
· By selecting Upload System Files when upgrading the system using IP Office Manager.
3. The IP Office system security must allow IP Office Web Manager operation:
· This is done automatically for any new system installed with IP Office Release 8.0 or higher software.
· This is done automatically for any existing pre-IP Office Release 8.0 system during the upgrade if the system is
set to use the pre-IP Office Release 8.0 default password of password.
· For any system upgraded to IP Office Release 8.0 without first being set back to the default password, either:
· Using IP Office Manager:
1. If not already done, select View | Advanced View.
2. Select File | Advanced | Erase Security Settings (Default).
3. From the Select IP Office dialog, select the required system and click OK.
4. Enter the user name Administrator and the password for that account (by default password).
5. IP Office Manager will confirm if the action was successful or not.
· Default the system security settings using a DTE cable.
Defaulting the Security on a pre-8.0 IP Office Basic Edition System
In order to allow the security changes necessary for an existing system to support IP Office Web Manager after being
upgraded to IP Office Release 8.0 or higher, the system must be reset to the default password before being upgraded.
This can be done using IP Office Manager or phone based administration.
Using IP Office Manager
1. Start IP Office Manager and receive the configuration from the IP Office system.
2. On the Manager home page, select Change Remote / Administration Password.
3. Enter password, the pre-8.0 default, and click OK.
Using Phone Based Administration
Refer to the Norstar Mode Phone Based Administration manual. The system administration function #730 is used to
set the security password. This function should be used to set the password back to password.
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 8
- Issue 01q (21 May 2012)
Using IP Office Web Manager: Enabling Web Manager
1.2 Displaying a System's IP Address
Logging in 10 to the system using IP Office Web Manager requires its IP address. If the system has Avaya telephones
connected to it, the following methods can be used to display the current IP address being used by the system.
Using a DS or ETR Phone to Display the System's IP Address
1. With the phone idle, press Feature and then dial 591. The IP address of the system is displayed.
Using an M-Series or T-Series Phone to Display the System's IP Address
1. With the phone idle, press Feature and then dial 9*81. The IP address of the system is displayed.
1.3 PC Connection
IP connection to the system is done using the LAN port on the back of the system's control unit. During installation, it
uses the LAN port to request an IP address from any DHCP server. If there is a DHCP server on the customer's network,
that server will give the system an IP address.
If the system was not able to get an address using DHCP when it was first started, it will use the default address
192.168.42.1/255.255.255.0 for the LAN port. However, the system is still defaulted as a DHCP client and so will
request an address again if it is restarted. Therefore if the system has been started before being connected to the
customer's network, it can still be connected and restarted in order to obtain an address from the network.
Normal Network Connection
If the system's control unit is already connected to the customer's network, it probably has an address that is valid on that
network, that is an address obtained by DHCP or an address set by the installer.
1. Use the display
9
of an Avaya phone on the system to find out the IP address.
2. Connect your own PC to the customer's network. Most PCs are configured to obtain an IP address using DHCP.
3. Start your web browser and login
10
using the system's address.
LAN Port Direct Connection
If the system is not connected to a customer network, it is most likely using its default address
192.168.42.1/255.255.255.0. Connection in this case requires you to know how to temporarily change the IP address
settings of your PC.
1. Use the display
9
of an Avaya phone on the system to find out the IP address.
2. Set the IP address of your PCs network port to be a valid address on the same network address range.
· For example, if the system is using its default address, set your PCs address to 192.168.42.20/255.255.255.0.
3. Connect your PC to the LAN port on the system.
4. Start your web browser and login
10
using the system's address.
WAN Port Direct Connection (Fallback Method)
The WAN port on the rear of the system's control unit is not normally used for any function. However it can be used for IP
Office Web Manager if it not possible to determine the system's IP address by any other method: For example if the
system was given a fixed IP address but only has analog extensions which cannot be used to display that current address.
The WAN port address is always 192.168.43.1/255.255.255.
1. Set the IP address of your PCs network port to be a valid address on the same network address range. For
example, set your PCs address to 192.168.43.20/255.255.255.0.
2. Connect your PC to the WAN port on the system.
3. Start your web browser and login
10
using the address 192.168.43.1/255.255.255.0.
4. Once you have logged in, check the actual address of the LAN port. It is shown on the Switch
IP Office 8.0 Web Manager
IP Office Basic Edition
72
menu form.
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- Issue 01q (21 May 2012)
1.4 Logging In
In order to login you need to know the IP address
it is already on.
·
9
of the system and to connect your PC
9
to it or the network which
! IMPORTANT
Changes made using IP Office Web Manager are made to the system's current configuration in RAM memory
only. They are not written to the copy of the configuration stored on the System SD card until a controlled
reboot 131 or shutdown 127 of the system occurs or during the system's nightly automatic backup. Therefore if
the system is incorrectly restarted or loses power, changes made that day using IP Office Web Manager are
lost.
1. In a web browser, enter the IP address of the system in the format http://<IP Address>, for example
http://192.168.42.1.
2. The web page shown displays a number of links, select the IP Office Web Management link.
· If the IP Office Web Management link is not shown, there are a number of possible causes; either the system
has not been upgraded to IP Office R8 or higher or upload of IP Office Web Manager files was not selected
during the upgrade or the system is running in IP Office Essential Edition mode which does not use IP Office
Web Manager.
· As an alternative you can enter the full address for IP Office Web Manager directly. Enter the following address
into the browser's address bar, replacing <IP Address> with the system's IP address. Note that the address is
case sensitive: https://<IP Address>:8443/webmanagement/WebManagement.html
3. If the browser responds with a security warning, follow the menu settings displayed for continuing with the
connection.
4. When the login menu is displayed, enter the user name and password for system administration.
· There are two default accounts that cannot be deleted and which have full configuration access. The defaults
user names and password for these are:
· Administrator / Administrator
This user can access the system configuration to make changes. This is the same account as used for IP
Office Manager. This is the account used is Simplified Login is selected.
· Business Partner / Business Partner
This user can access the system configuration to make changes. They can also setup and configure
additional service user accounts 123 for other IP Office Web Manager user.
5. Click on Login.
6. The home page
36
for the system IP Office Web Manager is displayed.
· Do not use the browsers forward, back and other history functions while in IP Office Web Manager. Doing so
will require you to log in again.
· Pages in the systems IP Office Web Manager cannot be bookmarked.
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 10
- Issue 01q (21 May 2012)
Using IP Office Web Manager: Logging In
· You must remember to log out when you have finished editing the configuration. The browser is not
automatically logged out after any duration.
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 11
- Issue 01q (21 May 2012)
1.5 Changing Your Password
Once you have logged in, you can change the name and password used for the login.
Changing Your Name and Password Settings
1. Click System in the menu bar and select User Preferences.
2. The name and password are shown in the User Details panel. Change these to the values that you want to use in
future.
3. The other settings relate to how often and when the configuration settings loaded should be updated. Refer to
System | User Preferences 122 .
4. Click Save.
1.6 Logging Out
You must remember to log out when you have finished editing the configuration. The browser is not automatically logged
out after any duration.
While simply closing the browser will end the IP Office Web Manager session, it may be before all the settings that have
been changed have been saved to the system. Therefore it is recommended that you always end a IP Office Web Manager
session by using the log out process below.
1. Click on the Logout link shown at the top right of the window.
2. In the confirmation window that appears, click Yes.
3. Your IP Office Web Manager session is ended and the log in screen is shown.
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 12
- Issue 01q (21 May 2012)
Using IP Office Web Manager: Logging Out
1.7 Configuring Web Manager Users
If you are logged in with the BusinessPartner name, you can use IP Office Web Manager to create addition IP Office Web
Manager users. During this process you can define what type of access each user has and the menus that the user can
use.
This menu is access by selecting System in the menu and clicking on User Preferences.
Adding a New Service User
1. Click System in the menu bar and select User Preferences. Click the
The existing additional IP Office Web Manager user are listed.
edit icon in Role Based Rights panel.
2. Click Add Service User.
3. Enter and select the values for the service user account.
4. Click Save.
Editing a Service User
1. Click System in the menu bar and select User Preferences. Click the
edit icon in Role Based Rights panel.
2. Double click on the service user's current details.
3. Change the settings as required.
4. Click Save.
Deleting a Service User
1. Click System in the menu bar and select User Preferences. Click the
edit icon in Role Based Rights panel.
2. Click the Delete link adjacent to the service user's details.
3. You will be prompted to confirm the action. Click Yes.
Changing a Service User's Password
1. Click System in the menu bar and select User Preferences. Click the
edit icon in Role Based Rights panel.
2. Click the Change link in the Password column.
3. Enter and confirm the new password.
4. Click Save.
Resetting a Service User's Password
1. Click System in the menu bar and select User Preferences. Click the
edit icon in Role Based Rights panel.
2. Click the Reset link in the Password column.
3. You will be prompted to confirm the action. Click Yes.
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Chapter 2.
Telephony Overview
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2. Telephony Overview
Call Routing Modes
The system can operate in either of two modes; PBX or Key. The selected mode affects the system's outgoing call routing
20 and incoming call routing 22 settings. The default setting is set by the type of System SD card fitted during
installation, see below.
Basic Edition Modes
The system can operate as a IP Office Basic Edition - Quick Mode, IP Office Basic Edition - Norstar Mode or IP Office Basic
Edition - PARTNER Mode system. This is set by the type of System SD card fitted to the system during installation. The
modes are all similar in operation. The few differences are related to the different global areas in which they are made
available and thus the equipment also supported in those countries. For example IP Office Basic Edition - PARTNER Mode is
only available in North American countries and so does not support BRI trunks.
Default Modes
The default mode is set by the type of System SD card fitted to the system:
· IP Office U-Law
A system fitted with this type of card will default to U-Law telephony and Key mode operation. Intended for
North American locales. System's running in this mode are referred to as IP Office Basic Edition - Quick Mode
systems.
· IP Office A-Law
A system fitted with this type of card will default to A-Law telephony and PBX mode operation. Intended for
locales outside North America. System's running in this mode are referred to as IP Office Basic Edition - Quick
Mode systems.
· IP Office Partner Mode
A system fitted with this type of card will default to U-Law telephony and Key mode operation. Supported only
in North American locales. System's running in this mode are referred to as IP Office Basic Edition - PARTNER
Mode systems.
· IP Office Norstar Mode
A system fitted with this type of card will default to A-Law telephony and Key mode operation. Supported only
in Middle East and North African locales. System's running in this mode are referred to as IP Office Basic
Edition - Norstar Mode systems.
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Telephony Overview:
2.1 Dial Plan
Extension Numbering
The system can be configured to use either a 2 digit or 3 digit dial plan for user extensions. Note however that changing
extension numbering is done through either phone based administration 29 or using the IP Office Manager 7
application.
· For a 2 digit dial plan, the extensions are numbered 10 to 57. This numbering cannot be changed.
· For a 3 digit dial plan, the extensions are numbered from 100 upwards. This numbering can be changed in the
range 100 to 579 (the defaults are 100 to 199). In 2 digit mode only 48 extensions are supported, in 3 digit mode
a maximum of 100 extensions are supported.
· In both cases, those extensions not matched by physical ports are automatically assigned as phantom extensions
27 . That is, extension numbers are assigned to all possible extension regardless of whether the necessary physical
card or extension expansion module is installed or not.
· The system assumes that the base control unit is always fully populated with up to 32 extensions, either real or
phantom or a mix, to which it assigns extension numbers in sequence. It does this before assigning extension
numbers to any real extensions on attached external expansion modules up to the system extension limit. If the
system extension limit has not been exceeded, any remaining extension numbers are assigned to additional
phantom extensions.
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Special Dialed Numbers
The following can be dialed after selecting an Intercom button or simply going off hook (for which Intercom is assumed).
Number
Function
Description
0
Operator
Calls the first extension in the system.
610 to 657
Extension Pickup
Answer the call alerting at another extension. Dial 6 followed by the
extension number.
661 to 664
Group Pickup
Dial 66 followed by the pickup group number (1 to 4).
6801-6864
Line Pickup
Answer the call alerting on a particular line. Dial 68 followed by the line
number (01 to 64).
70
Loudspeaker Page
Makes a call to the extension configured as the system's Loudspeaker
Paging 227 extension.
71-74
Calling Group
Dial 7 followed by the calling group number (1 to 4). Prefix the number
with * to page the group.
75
Operator Group
This is supported only on systems with their Mode set to PBX. Prefix the
number with * to page the group.
76
Modem
Modem port
771 to 776
Hunt Group
Dial 77 followed by the hunt group number (1 to 6). Prefix the number with
* to page the group.
777
Voicemail Collect
Connects the extension to the extension user's own mailbox.
778
Remote Voicemail
Access
Connects the extension to prompts to specify the mailbox required. This
voicemail code of the mailbox is then requested.
7801 to 7809
Auto Attendant Access Call the auto attendant (1 to 9) specified.
801 to 864
Idle Line Pickup
Seize a line in order to then make a call on that line. Dial 8 followed by the
line number (01 to 64).
865 to 899
Seize a Line
Seize an available trunk in the ARS selector group (65 to 99). This is
supported only on systems with their Mode set to PBX.
9
External Call Prefix
Key: Start an outgoing external call. The line used is automatically selected
using Idle Line Preference.
28
. Used for remote access for configuration.
PBX: Optional external dialing prefix. The use of 9 can be removed or
swapped with 0 (the operator number) using the Outside Line 72 setting.
*
Page/Direct Call
Putting * in front of an internal number will attempt to make either a page
or direct call. If the target is a group, the call is a page call to all the idle
members of the group. If the target is an extension, the call is an auto
answered call to that number. If the target cannot auto answer, the call
becomes a normal call.
*70
Simultaneous Page
Make a page call to the users in Calling Group 1 and to the extension
configured as the system's Loudspeaker Paging 227 extension.
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Telephony Overview: Dial Plan
Auto Attendant Numbers
Dialing the appropriate number shown in the table below allows recording and playback of the matching auto attendant
prompt. The numbers are also displayed in the web manager auto attendant menus.
It is important to understand that callers to an auto attendant hear more than one prompt
1. If the auto attendant's Emergency Greeting setting is enabled, the recorded emergency greeting if played.
2. Depending on the time profile being used, the morning, afternoon, evening or out of hours greeting is then
played.
3. Finally the morning, afternoon, evening or out of hours menu is played.
Auto Attendant
Greeting Prompts
1
2
3
4
5
6
7
8
9
Morning Greeting
7811
7812
7813
7814
7815
7816
7817
7818
7819
Afternoon Greeting
7821
7822
7823
7824
7825
7826
7827
7828
7829
Evening Greeting
7831
7832
7833
7834
7835
7836
7837
7838
7839
Out of Hours Greeting
7851
7852
7853
7854
7855
7856
7857
7858
7859
Emergency Greeting
7861
7862
7863
7864
7865
7866
7867
7868
7869
Morning Menu
7841
7842
7843
7844
7845
7846
7847
7848
7849
Afternoon Menu
7871
7872
7873
7874
7875
7876
7877
7878
7879
Evening Menu
7881
7882
7883
7884
7885
7886
7887
7888
7889
Out of Hours Menu
7891
7892
7893
7894
7895
7896
7897
7898
7899
Auto Attendant Access
7801
7802
7803
7804
7805
7806
7807
7808
7809
Action Prompts
The auto attendant access numbers shown above allow internal access to an auto attendant. Calls can be transferred to
these numbers.
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2.2 Outgoing Call Routing
Key Mode
Each phone is configured with 2 Intercom buttons which cannot be changed. It is also configured with line appearance
buttons for specific lines using the Number of Lines settings and individual button programming.
· Internal calls are made by selecting one of the two Intercom buttons provided on each phone and then dialing the
number of another extension or of the system feature required.
· External calls are made by selecting one of the line appearance buttons programmed on the phone and then dialing
the external number required.
· If the user dials without first selecting an Intercom or Line button, the user's automatic line selection
used to determine which button, if available, gets used.
154
setting is
PBX Mode
Each phone is configured with 3 call appearance buttons (2 only on ETR phones). These can be used to make both internal
and external calls. The dialing of an external call can be indicated by the dialing starting with a specific prefix (9 or 0) if
required, otherwise any number not matching an internal extension or function is automatically assumed to be external.
The line used for an outgoing external call is determined by a set of Alternate Route Selection (ARS) settings:
· ARS Selectors are created. These are groups of lines or selectors for specific functions using any available ISDN
line.
· Different classes of call (sets of external number prefixes) are then mapped to those ARS Selectors. The system
supports classes for Emergency, National, International, Cell and Toll Free sets of prefixes. An additional
Local class is used for any calls that do not match one of the other classes.
When a user dials an external number, it is matched to a selector and uses the function and one of the lines specified by
that selector. For SIP trunks set to call by call mode, each call by call entry also has an ARS selector settings which allows
it to also be used for outgoing calls.
Line appearances can still be used to make and answer calls on a particular line but are not added by default. They can
also be used to select a particular ARS selector for an outgoing call.
Dialing Restrictions
In both modes, the system uses a number of methods to control the external numbers which users are allowed to call.
· Allowed Number Lists 205 / Disallowed Number Lists 204
These lists are used in define numbers that can or cannot be dialed. Users are then associated with the different
lists.
Allowed Numbers
Each allowed list contains external telephone numbers that members of the list are allowed to
dial. The allowed lists to which a user is assigned override any disallowed lists to which they are
also assigned. The numbers in the user's assigned allowed lists also override the Calls Barred
and Outgoing Call Restrictions settings that may be applied to a user.
There are eight lists, each containing up to 10 numbers. Each number can use the telephone
dialing digits 0 to 9, *, # and can be up to 28 digits long. You can also use the ? character as a
single digit wildcard.
Disallowed Numbers
Each disallowed list contains external telephone numbers that users who are assigned to the list
cannot dial. There are eight lists, each containing up to 10 numbers. Each number can use the
telephone dialing digits 0 to 9, *, # and can be up to 28 digits long. You can also use the ?
character as a single digit wildcard.
Numbers in the disallowed lists of which a user is a member are overridden if they also appear
in the allowed numbers lists, emergency number list of which the user is a member and also by
marked system speed dials.
Emergency Numbers
You can enter 10 emergency phone numbers into this list. This list is applied to all users and
overrides any dialing restrictions that would otherwise be applied to the users.
· Account Codes 206
Each user can be configured to need to enter a valid account code whenever they make an external call.
· Outgoing Call Restrictions 203
For each user, the type of external calls that the user is able to make can be configured.
· Marked Speed Dials 208
When a user uses a stored system speed dial number, the actual number dialed is subject to all the call barring
methods as if the user had dialed the number directly. However system speed dials set as 'marked speed dials'
override any call restrictions.
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Telephony Overview: Outgoing Call Routing
· Night Service
When the system is set to night service, any users in the Night Service Group need to enter the system password
when making an external call.
230
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2.3 Incoming Call Routing
The options for routing incoming calls depend on whether the system is set to PBX or Key mode.
Key Mode
For an incoming external calls on a line, the following options control where the call is presented:
· Line Appearance Buttons
The call will alert on any line appearance buttons that matches the line. Each line has a line number which can be
assigned to line appearance buttons on users' phones. Users can answer the call by pressing the alerting line
appearance button on their phone.
· Number of Lines
By default, all analog lines in the system are assigned to line appearance buttons when the system is installed.
Lines are assigned for all users starting from button 03 upwards in order of line numbering.
· Line Assignment
Through individual user button programming, any programmable button can be configured as a line
appearance for a particular line.
· Coverage Destination
The Coverage Destination setting of each line can be used to select whether an incoming call on that line is also
presented to one of the following options in addition to alerting on any matching line appearances. For PRI and BRI
trunks, it is not possible to know on which of the trunk's channels incoming calls will arrive. Therefore in most
cases, the coverage destination and other settings of each line on the trunk should be set to the same values.
· Coverage Extension
The call alerts on an intercom button of a selected line coverage extension. The user's call coverage, VMS
coverage and call forwarding settings are applied to the call. Any extension can be used as the destination
including a phantom extension.
· Hunt Group
The call is presented, in sequence, to each of the available members of a selected hunt group until answered.
Any of the 6 sequential hunt groups can be used as the destination.
· Auto Attendant Coverage
Each trunk or trunk channel can be configured to send unanswered calls to an auto attendant after a set delay
(which can be set to 0 for immediate answer). This can be set to operate when the system is in day and or night
service. This is done using the VMS Schedule, VMS Delay - Day, VMS Delay - Night and VMS Auto Attendant
settings of each line.
The following methods can be used to override the normal call routing detailed above:
· DID Call Mapping
For BRI, ETSI PRI and PRI trunks, if the incoming call matches a configured DID and or ICLID number, the
Coverage Destination setting for the DID/ICLID match is used rather than the line's Coverage Destination. DID
can also be used on some types of T1 trunk.
· SIP Call by Call Table
For SIP trunks, if the incoming call matches a configured URI, it is presented to the extension or group specified in
the SIP line's Call by Call Table.
· Night Service
Switching on night service overrides the routing of calls to Coverage Destinations. Instead the calls change to
alerting the users who are members of the Night Service group. The settings for auto attendant coverage (VMS
Schedule) can also be varied depending on whether the system is in night service or not.
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Telephony Overview: Incoming Call Routing
PBX Mode
In PBX mode, a new group, the Operator Group, is used as a the default destination for call. This group contains the first
extension on the system.
· For analog trunks trunks, the trunk's Coverage Destination is defaulted to the Operator Group but can be
changed if required.
· For PRI and BRI trunks all incoming call routing is done by DID Call Mapping. Each DID table has a non-removable
default route which is used for any calls that do not match any other specific DID entry. The destination for this
default entry is the Operator Group.
· SIP trunks are defaulted to call by call operation, again with a default call by call destination of the Operator
Group.
The following new destinations for incoming calls are available:
· Operator Group
This group is the default destination for all incoming calls. The group contains the first extension on the system but
can be edited to contain other extensions.
· Calling Groups
In Key mode these 4 groups are only used internally. In PBX mode these groups are also available as a destination
for trunk calls in the Coverage Destination selections, DID Call Mapping and SIP Call by Call tables. A calling
group can also be selected as the destination for an auto-attendant transfer.
Night Service Mode
In both modes, when the system is put into night service, all incoming calls except those to specific DID call mapping or
SIP call by call destinations, are rerouted to alert the users who are members of the night service group.
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2.3.1 Coverage Destination Summary
The table below summarizes the supported destinations for coverage destinations. The options depend on the trunk type
and the operating mode of the system.
Coverage Destinations
Key Mode
Alog BRI ETSI PRI
PRI
*
*
*
T1
SIP
*
*
Alog BRI ETSI PRI
PRI
–
–
–
· Extension
Route incoming calls to a particular
extension.
–
–
–
· Phantom Extension
A phantom extension can be selected as
the destination for calls.
–
–
–
· Hunt Group
Incoming calls can be routed to one of
the 6 sequential hunt groups.
–
–
–
· Voicemail
Route incoming calls to the systems
voicemail to collect messages. This
requires the caller to know the mailbox
number and passcode.
–
–
–
–
–
–
–
–
–
· None
If set to None, incoming calls will only
alert on user extensions with line
appearance buttons that match the
line's Appearance ID.
*
PBX Mode
· Operator Group
For systems with their Mode set to PBX,
incoming calls are routed to the
Operator Group.
–
–
–
–
–
–
· Calling Group
For systems with their Mode set to PBX,
incoming calls can be routed to one of
these 4 ring all groups.
–
–
–
–
–
–
*
T1
SIP
*
*
–
* = Default destination.
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Telephony Overview: Incoming Call Routing
2.3.2 DID/Call-by-Call Summary
The table below summarizes the supported destinations for DID call mapping and SIP call-by-call settings. The options
depend on the trunk type and the operating mode of the system.
DID Call Mapping/SIP Call-by-Call
Destinations
Key Mode
Alog ETSI BRI
PRI
PRI
PBX Mode
T1
SIP
Alog ETSI BRI
PRI
· Extension
Route incoming calls to a particular
extension.
–
–
· Phantom Extension
A phantom extension can be selected as
the destination for calls.
–
–
· Hunt Group
Incoming calls can be routed to one of
the 6 sequential hunt groups.
–
–
· Voicemail
Route incoming calls to the systems
voicemail to collect messages. This
requires the caller to know the mailbox
number and passcode.
–
–
· 76: Modem
The option 76: Modem can be selected
to route the call to the systems built in
V32 modem function. This is only
intended for basic access by system
maintainers.
–
–
· Auto Attendant
Any configured voicemail auto
attendants can be selected as the call
destination.
–
–
· Operator Group
For systems with their Mode set to PBX,
incoming calls are routed to the
Operator Group.
–
–
–
–
–
· Calling Group
For systems with their Mode set to PBX,
incoming calls can be routed to one of
these 4 ring all groups.
–
–
–
–
–
–
–
–
*
*
PRI
T1
*
*
SIP
–
* = Default destination for fixed Default DID entry in DID Call Mapping table, ie. matches any call where there is no
other specific match.
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2.4 Supported Telephones
The following phones are supported by systems running IP Office Release 8.0 software.
Avaya DS Digital Stations
These phones use digital station (DS) ports provided by IP500 base cards (DS8 and Combo DS6-P2). They can also use
the DS ports provided by Digital Station 16 and Digital Station 30 external expansion modules.
· Avaya 1400 Series: 1403, 1408 and 1416.
· Avaya 9500 Series: 9504 and 9508.
Avaya TCM Digital Stations
These phone use ports provided by the IP500 TCM8 base card or by DS16A/DS30A external expansion modules.
· Avaya M-Series: MT7100, MT7100N, MT7208, MT7208N, M7310, M7310N, M7324 and M7324N.
· Avaya T-Series: T7000, T7100, T7208, T7316, T7316E.
· Other Phones: Avaya 4100 Series, Avaya 7400 Series and Audio Conferencing Unit (ACU).
· Additional programmable buttons are supported by the addition of button modules on M7324 and T7316E
phones.
Avaya ETR Phones
Avaya ETR (Enhanced Tip and Ring) phones are supported on both Avaya PARTNER ACS telephone systems and IP Office
systems. On IP Office systems they connect to ETR ports provided by IP500 ETR6 base cards.
· ACS "Refreshed" Series: ETR6D, ETR18D, ETR34D.
· ACS "Euro" Series: ETR6, ETR18, ETR18D, ETR34D.
· Avaya DECT Phones: 3920. This DECT phone consists of a paired base station and cordless handset. It
connects to ports provided by the IP500 ETR6 base card. Supported in North America only.
Analog Phones
The system supports DTMF analog phones. These connect to PHONE extension ports provided by IP500 base cards (
Phone 2, Phone 8 and Combo DS6-P2) or external expansion modules (Phone 16 and Phone 30). Avaya cannot
guarantee the operation of any specific non-Avaya analog phones on the system. Analog phones can also be connected to
ports on the IP500 ETR6 base card.
2.5 Date and Time Setting
By default the system is configured to use network time synchronization using the first analog trunk on the card installed
in slot 1 of the system control unit. In that mode it gets its system time and date from the information that the line
provider includes as part of the caller ID information. When network time synchronization is being used, system in a North
American locale can also be configured to apply automatic daylight saving changes.
If the network time synchronization method above cannot be used on a particular system, it needs to be disabled. The
time and date are then set manually. This is all done using a system administrator phone 29 .
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Telephony Overview: Date and Time Setting
2.6 Phantom Users
Extension users are created in the system configuration for all possible users regardless of whether they are matched by
physical extension ports. Those user extensions without a physical port are referred to as 'phantom' extensions.
The main purpose of phantom extensions is to provide voicemail mailboxes that are not associated with an existing
physical extension. These mailboxes can be accessed and used by the auto attendant menus and other functions.
· The system assumes that the base control unit is always fully populated with up to 32 extensions, either real or
phantom or a mix, to which it assigns extension numbers in sequence. It does this before assigning extension
numbers to any real extensions on attached external expansion modules up to the system extension limit. If the
system extension limit has not been exceeded, any remaining extension numbers are assigned to additional
phantom extensions.
The Manager application's menus and phone based administration menus allow selection of a phantom user extension
number in the same was as for normal physical extension numbers. Phantom extensions are indicated by # in front of the
extension number. That includes using a phantom extension as the destination in an auto attendant, trunk DID call map,
SIP call by call mapping, etc.
· Calls to a phantom extensions are treated as follows:
· Calls go immediately to the phantom user's voicemail mailbox. Forwarded or transferred calls go to the mailbox
of the user doing the transfer or forward.
· If the phantom extension is included in a hunt group, they are ignored.
· Callers can use the phantom user's mailbox DTMF breakout settings, if configured, to be transferred to another
destination.
· Calls can be transferred to a phantom extension. Since the calls go immediately to voicemail, no transfer return is
supported.
· Joining or bridging to a call that has been sent to a phantom extension’s mailbox will drop the phantom extension
from the call in the same way it does for a physical extension.
· Calls to a phantom extension cannot be picked up.
· The phantom extensions are supported within the auto attendant actions Dial by Name, Dial by Number and
Transfer to Number.
· Mailbox access for message collection and mailbox configuration is achieved by dialing 778 from any telephone,
then entering the phantom extension number and the mailbox access code if it has already been configured.
Mailboxes with a configured access code can also be accessed by external calls.
· Phantom extensions can be used as the line coverage extension for a line. In this case, the phantom extension's
VMS Coverage Rings setting is used before the call goes to the phantom user's mailbox.
· Auto Dial Intercom buttons can be set to route calls to a phantom extension.
· When using the Manager application, when selecting extensions in the various menus, a phantom extension is
indicated by a # character. The extensions Equipment Type is fixed as Phantom.
· The phantom extension's Automatic VMS Coverage setting can be used to disable mailbox operation. If this is
done, calls to the phantom extension will hear busy tone.
The following features are specifically are not supported using phantom extensions:
· A phantom extension cannot be configured as any other extension type, ie. loudspeaker, door phone, fax machine
or standard extension.
· A phantom extension cannot be configured as a night service alert extension.
· A phantom extension cannot be configured as a hotline extension.
· A phantom extension cannot be added to a hunt group, pickup group or calling group.
· A phantom extension specified as the destination for call forwarding or follow me is ignored. Instead calls will
continue to alert at the forwarded user.
· A phantom extension specified as the destination for another extension's call coverage is ignored. Instead calls will
continue to alert at the covered extension.
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2.7 Modem Access Support
The first analog line port in any system can be used for V32 modem access. The line is switched between modem
operation and normal voice call operation by dialing *9000* or through the Modem Enabled option shown in the trunk's
advanced setup settings. When operating as a modem, the line cannot be used for normal voice calls.
The modem functionality can also be accessed as extension 76. This can be used as the destination in an auto attendant
menu in the DID mapping/SIP Call-by-Call tables of trunks. This allows remote access on lines other than the first analog
line. This method can be used without first having to use the Modem Enabled option.
2.8 SIP Trunks
The system can support SIP trunks through its LAN connection. These are configured using IP Office Manager, they cannot
be managed through phone based administration.
In order to support SIP trunks, the system must include the following resources:
· SIP Trunk Licenses
These licenses are used to configure the number of simultaneous SIP trunk calls supported, up to a maximum of
20. A The system supports up to 3 channels without licenses.
· Voice Compression Channels
These are required to convert between the audio compression methods used for IP telephony and those used for
analog and digital trunks. Each IP500 Combination card (up to 2) installed in the system provides 10 voice
compression channels for the system. One voice compression channel is used for each SIP call.
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Telephony Overview: SIP Trunks
2.9 Phone Based Administration
Many of the system settings can also be programmed from extensions on the system if they are Avaya telephones. The
following phone types can be used: ETR18D, ETR34D, M7324, M7310, T7316E, T7316, 1408, 1416, 9504 and 9508. For
full details of these function refer to the separate Phone Based Administration manual.
The type of phone based administration possible can be divided into three categories:
· System Administration
This refers to the system administration that can only be done by the first two extensions on the system. That
is, the first two extension ports at the left-hand edge of the system's control unit.
· Centralized Programming
This refers to the administration of other user settings that can be done from the first two extensions in the
system.
· Telephone Programming
This refers to the administration of their own settings that a user can do from their own phone. All these
functions can also be done by centralized programming.
System Administration Functions
This refers to the system administration that can only be done by the first two extensions on the system. That is, the first
two extension ports at the left-hand edge of the system's control unit.
Category
Setting
System
Settings
System Locale
–
System Language
–
System Mode
–
Default Numbering
#734
Recall timer
#107
Wake up Service Button
#115
Log Caller ID Extensions
#317
Category
Setting
Extension
Settings
Automatic Extension
Privacy
#304
Display Language
#303
Call Waiting
#316
Intercom Dial Tone
#309
External Hotline
#311
Outside Conference
Denial
#109
Transfer Return Ext
#306
Override Line Ringing
#324
Remote Call Forward
#322
Forced Account Code
#307
Forced Account Code
List
#409
VMS Coverage
#310
#318
#319
Key System
Date and Time
Line Settings
Auxiliary
Equipment
Dialing
ARS Selectors
–
Calls Out
–
Outgoing Call Prefix
–
Account Codes
Automatic Daylight Saving #126
Voicemail
Network Time Synch
#128
System Date
#101
VMS Coverage Rings
#321
System Time
#103
Reset Voice Mail Pwd
#325
Number of Lines
#104
VMS Hunt Delay
#506
Line Assignment
#301
VMS Hunt Schedule
#507
Line Coverage Extension
#208
Calling Group
#502
Assign Line to AA
#210
Group Call Distribution
#206
Co Disconnect Time
#203
Hunt Group
#505
Ring Pattern
–
Night Service Button
#503
Contact Close Grp
#612
Night Service Grp Ext
#504
Type - Contact Close
#613
Operator Group
–
Doorphone 1 Extension
#604
Pickup Group
#501
Doorphone 2 Extension
#605
Abbreviated Ringing
#305
Doorphone Alert Ext
#606
Call Coverage Rings
#320
Internal Hotline Ext
#603
Distinctive Ringing
#308
Loudspeaker Paging Ext
#617
Line Ringing
–
Fax Machine Extension
#601
Personal Ring Pattern
#323
Allowed Lists
#407
Ringing on Transfer
#119
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Ring Settings
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Category
Setting
Category
Restrictions
and
Permissions
Allow To
#408
Disallowed Lists
#404
Disallow To
#405
Emergency List
#406
Outgoing Call Restr
#401
Set System Password
#403
Toll Call Prefix
#402
Holding Calls
System
Maintenance
Setting
Transfer Return Rings
#105
Hold Timer
#127
Music on Hold
#602
Clear Backup Alarm
#123
Manual Backup
#124
Memory Card
Shutdown/Startup
#733
Restore
#125
Copy Settings
#399
Remote Admin
Password
#730
System Default
#989
System Copy
#732
System Reset
#728
System Shutdown
#729
System Upgrade
#731
Centralized Programming Functions
This refers to the administration of other user settings that can be done from the first two extensions in the system.
Category
Setting
Line Settings
Line Ringing Pattern
#209
Auto Line Selection
–
Personal Speed Dial
80-99
System Speed Dials
600-699
Extension Name
–
Button Programming
–
Do Not Disturb Exceptions
700-719
Speed Dials
Extension
Settings
Telephone Programming Functions
This refers to the administration of their own settings that a user can do from their own phone. All these functions can also
be done by centralized programming.
Category
Setting
Speed Dials
Personal Speed Dial
80-99
Extension
Settings
Extension Name
–
Button Programming
–
Do Not Disturb Exceptions
700-719
2.10 Voicemail and Auto Attendant Languages
The language used is set by the system language setting. However this can be overridden by the language setting of a
particular auto attendant or user. The possible languages are:
· Arabic, Brazilian Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French,
German, Italian, Korean, Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish
(Argentinean), Spanish (Latin), Spanish (Mexican), Swedish, UK English, US English.
By default not all languages are included in the voicemail/auto attendant prompt files on the system. If the language
required is not present, either UK English or US English is used. Additional languages can be loaded using IP Office
Manager, they cannot be loaded using IP Office Web Manager. The languages present by default depend on the type of
System SD card used by the system:
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Telephony Overview: Voicemail and Auto Attendant Languages
· IP Office A-Law SD Card: UK English, French and Spanish.
· IP Office U-Law SD Card: US English, Candian French and Latin Spanish.
· PARTNER SD Card: UK English, French and Spanish.
· Norstar SD Card: UK English, French, Arabic.
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Chapter 3.
Configuration Menus
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3. Configuration Menus
3.1 Configuration Menus
This section provides a summary of the menus accessible from the main menu bar and the options in those menus.
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Configuration Menus: Configuration Menus
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3.2 Home
The home page for IP Office Web Manager provides a quick overview of the system and the current system status.
The Dashboard
The dashboard is a representation of the IP Office system, showing the extension and trunks ports. If you hover the cursor
over a particular port, a summary windows is shown. For example, for an extension port, the name and extension number
of the extension user are shown. Clicking the Edit button in the summary will access the appropriate user or trunk
settings menu for that port.
Phone User
This panel shows a summary of the installed user extensions. The
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Configuration Menus: Home
Auto Attendant
This panel gives a summary of the auto attendant services (up to 9) currently configured. For each configured auto
attendant, the current service being provided by the auto attendant is shown and the hours for that service. Each auto
attendant can be configured with different greeting and options for morning, afternoon, evening and out of hours periods.
The
edit icon can be used to access the Auto Attendants
54
menu.
Groups
This panel shows a summary of which hunt groups have been configured. The
Groups 52 menu.
edit icon can be used to access the
· Calling Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can be also the
destination of calls routed using DID call mapping or call-by-call settings. Calling Group 1 is also used by the
Simultaneous Page function (*70).
· Hunt Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can also be the
destination of calls routed using DID call mapping or call-by-call settings.
· Night Service Group 181
When the system is put into night service, this group overrides the Coverage Destination of all trunks.
· Operator Group 181
This option is only available for systems with their Mode set to PBX. By default the group contains the first
extension on the system. For PRI and BRI trunks, it is fixed incoming destination for calls unless DID Mapping
is applied to the call. It can also be selected as the destination for incoming SIP calls.
· Pickup Group 181
Users can be pickup calls currently alerting any member of a pickup group. They do not need to be a member
of the group.
Calling List
This panel shows a summary of the lists that are used to control which numbers users can dial when making outgoing
calls. The
edit icon can be used to access the List Management 62 menu to edit the settings.
· Allowed List
Allowed lists are used to enter numbers or types of numbers that users associated with the list can dial even if they
are restricted from dialing other numbers. Up to 8 such lists, each containing 10 numbers, can be configured.
· Disallowed List
Disallowed lists are used to enter numbers or types of numbers that users associated with the list cannot dial. Up to
10 such lists can be configured. Up to 8 such lists, each containing 10 numbers, can be configured.
· Emergency Number List
This list is used to enter numbers that all users can dial at any time regardless of any other settings that might
restrict them from dialing numbers for outgoing calls. Up to 10 numbers can be configured in this list.
· Account Codes
Up to 99 account codes can be entered. In addition selected users can be configured to have to enter an account
code whenever they make an outgoing external call.
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3.3 User
This menu displays a list of all the phone user extensions supported by the system.
Phone User List
This table lists all the extension users on the system. For any user, the View Details button can be clicked to access the
user's Details.
The list includes phantom extensions, that is user extensions that do not have a matching physical extension port. These
are indicated by a # after the extension number. The system automatically creates a user entry for all users that it could
support, regardless of the number of actual extensions.
· Name
The extension user name.
· Extension
The extension number. A # indicates a phantom extension.
· Groups
The groups to which the user belongs. These can be edited through the Groups menu.
Details
This menu is accessed by clicking on View Details in the Phone User List. If shows specific settings for an individual
telephone user.
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Configuration Menus: User
Phone User
The following settings are shown in this panel:
· Name: Default = Blank.
Use this field to enter the extension user's full name. The recommended format is <first name><space><last
name>. When set, the Name is used for display by phones during calls and within these menus, otherwise
ExtnXXX is shown. Only alphanumeric characters and spaces are supported in this field. Do not use
punctuation characters such as #, ?, /, -, _ , ^, > and ,. The entry in this field should not start with a space or
number. The name is also used by the auto attendant Dial by Name function.
· Extension: Information field, not editable.
This is the extension number of the user.
· Email: Default = Blank.
When the user has a new message they can be emailed with an alert or a copy of the message. This is called
voicemail email. Use this field to enter their email address in the format name@domain. This option requires
the system to have been configured with SMTP server settings.
· Calling Line Identity: Default = Blank.
This setting in only available on PBX mode systems. Where supported by the line provider, the value is sent on
outgoing calls. This setting is not used with analog or SIP trunks.
· Changing the calling party number may not be supported by the line provider or may be an additional
chargeable service. It will also be subject to restrictions on what numbers can be used. It is normally
a requirement that the calling party number used must be a valid number for return calls to the same
trunk. Use of an invalid number may cause the call to be dropped or the number to be replaced by a
default value.
· Call Forwarding: Default = No.
If selected, the user is able to forward calls to external numbers.
· Give System Access: Default = No.
This setting can only be changed when logged in using the BusinessPartner account. It is greyed out for
other accounts.
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· If changed to Yes, a IP Office Web Manager service user account for the user is automatically created in
the Service Users 123 menu. The name used for the user's account is ExtnXX where XX is the extension
number and the default password is password. These can be changed through the Service Users 123
menu if necessary.
· If the control is already set to Yes, it indicated that a service user account for IP Office Web Manager and
associated with the extension already exists.
· Changing the setting to No will delete the associated service user account.
Voicemail
The following settings are shown in this panel:
· Automatic VMS Cover: Default = Not Assigned.
If Assigned, voicemail is used to answer calls to the user that have rung for the VMS Cover Ring time. This
setting is ignored for any extension configured as a loudspeaker paging extension.
· Voicemail Code: Default = Blank. Range = Blank or 1 to 15 digits.
This code is used to control access to the user's mailbox to collect messages. The mailbox user can change the
code themselves after they enter their mailbox.
· Send to Email: Default = Off.
This setting is used if an email address for the user has been set above and the system is configured with
voicemail email operation. It sets whether the user receives an email when they have a new voicemail
message.
· Off
Switches off the use of email for new message alerts.
· Copy
Send an email to the user's email address with the voicemail message attached. The method leaves the
original message in the user's voicemail mailbox.
· Forward
Send an email to the user's email address with the voicemail message attached. This method deletes the
original message from the user's voicemail mailbox
· Alert
Send an email alert about the new message but do not attach the message to the email.
Details
The following settings are shown in this panel:
· List in Directory: Default = Off
If selected, the user is not included in the directory of users displayed on phones.
· Calls Barred: Default = Off.
If selected, the extension user cannot make any outgoing external calls except to numbers in the Emergency
Numbers List and any Allowed Lists of which they are a member.
· Language:
The language entered here will affect the language of prompts displayed on the user's extension and the
prompts played to the user when they access their voicemail mailbox. Possible languages are:
· Arabic, Brazilian Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French,
German, Italian, Korean, Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish
(Argentinean), Spanish (Latin), Spanish (Mexican), Swedish, UK English, US English.
DND Exception List
This menu allows you to see and change a user's current do not disturb status and to edit their do not disturb exception
numbers. Users can switch do not disturb on/off using a programmed key on their phone or an option in their phone's
menus.
Do not disturb prevents the user from receiving calls.
· Only calls from numbers in the user's Do Not Disturb Exceptions list are treated normally.
· The user is not included in hunt group and page calls.
· Calls direct to the user's extension number hear busy tone or are diverted to voicemail if enabled.
· All the users call forwarding, follow me and call coverage settings are ignored.
This menu is accessed by selecting User in the menu bar, selecting a user and clicking View Details and then clicking on
edit icon in the Do Not Disturb Exceptions panel.
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Configuration Menus: User
· Select User
Select the user whose current do not disturb settings are displayed.
· Do Not Disturb: Default = Off
When checked the user's extension is considered busy, except for calls coming from sources listed in their Do Not
Disturb Exception List. When a user has do not disturb in use, their normal extension will give alternate dial tone
when off hook. Users with DND on are indicated as 'busy' on any BLF indicators set to that user.
· DND Exception List: Default = Blank.
This is the list of telephone numbers that are still allowed when the user has do not disturb enabled. For example
this could be an assistant or an expected phone call. Internal extension numbers or external telephone numbers
can be entered. If you wish to add a range of numbers, you can either enter each number separately or make use
of the wildcards N (single digit) and X (multiple digits)in the number. For example, to allow all numbers from
7325551000 to 7325551099, the DND Exception number can be entered as either 73255510XX or 73255510N.
Note that this list is only applied to direct calls to the user.
· Calls to a hunt group of which the user is a member do not use the Do Not Disturb Exceptions list.
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Button Programming
Most Avaya phones have buttons to which functions can be assigned. For some phones, additional buttons can also be
added by attaching a button module to the phone.
Default Buttons and Button Numbering
The default button assignment depends on whether the system's Mode
72
is set as Key or PBX.
· Key Mode
· 01-02: Intercom Buttons
The first two buttons are used as Intercom 1 and Intercom 2 buttons for internal calls. This function is
automatically assigned to the buttons by the system and cannot be overridden by the system administrator or
extension user.
· 03+: Line Buttons
Buttons 03 and upwards up to the system's Number of Lines setting are used as line appearance buttons for
external calls. These cannot be overridden by the extension user.
· Other Buttons
Any additional buttons can be used for additional functions. These buttons can be programmed by the system
administrator and, for some functions, the extension user.
· Button Numbering
All buttons are numbered from 01, from left to right, starting from the bottom row up.
· PBX Mode
· 01-03 (ETR 01-02): Call Appearance Buttons
The first three buttons (two only on ETR phones) are used call appearance buttons for making and answering
calls. They can be used for both internal and external calls. This function is automatically assigned to the
buttons by the system and cannot be overridden by the system administrator or extension user.
· Other Buttons
Any additional buttons can be used for additional functions. These buttons can be programmed by the system
administrator and, for some functions, the extension user.
· Button Numbering
All buttons are numbered from 01, from left to right, starting from the bottom row up. However for 1400, 9400
and 9500 Series telephones, buttons are numbered from 01 from left to right, starting from the top row
downwards.
The menu can operate in either of two ways, depending on whether the phone type is known or not. If the phone type is
known, for 1400 Series phones a picture of the phone is used. If the phone type is not known and for non-1400 Series
phones, a list of buttons is used.
Button programming menu in picture mode.
Button programming menu in list mode.
Program Buttons
This table displays the list of features programmed on each of the user's buttons.
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Configuration Menus: User
· Select Handset
If the type of telephone connected to the user's extension is known, it is shown here and the menu displays a
picture of the phone buttons. If the telephone type is not known, the field display Default and a list of the current
button settings. You can use the selector to choose whether you want to program the buttons using the picture or
list mode.
· Button No
The button to which the feature is programmed. The position of the button will vary depending on the type of
phone.
· Label
If the phone displays text labels next to each button, you can enter the text that should be displayed. To enter the
label, click on the label space after having selected the action for the button.
· Action:
This is the action performed by the button when pressed. To select the action place your cursor in the box, right
click and select Assign a Feature from the drop menu. This will display a menu from which you can select the
feature required.
· Action Data
For some actions, when selecting the action you are asked to enter action data.
Program Buttons
This table displays the list of features programmed on each of the user's buttons.
· Select Handset
If the type of telephone connected to the user's extension is known, it is shown here and the menu displays a
picture of the phone buttons. If the telephone type is not known, the field display Default and a list of the current
button settings. You can use the selector to choose whether you want to program the buttons using the picture or
list mode.
· Button No
The button to which the feature is programmed. The position of the button will vary depending on the type of
phone.
· Label
If the phone displays text labels next to each button, you can enter the text that should be displayed. To enter the
label, click on the label space after having selected the action for the button.
· Action:
This is the action performed by the button when pressed. To select the action place your cursor in the box, right
click and select Assign a Feature from the drop menu. This will display a menu from which you can select the
feature required.
· Action Data
For some actions, when selecting the action you are asked to enter action data.
Button Specification
This panel displays the setting of the currently selected button. To change the currently selected button, click on a button
on the telephone picture or click on a row in the list of buttons.
To change the buttons action, click on the Assign Feature button. For a summary of the possible features, see
Programming Features 43 , System Features 46 and Line Assignment 47 .
ALS Programming
Automatic line selection is used to select which available line is used when the extension goes off hook to make a call
without the user first pressing a specific line or intercom button, for example if the user just lifts the handset or presses
the speaker button. By default all analog line buttons (lowest to highest) and the two intercom buttons are used in that
order.
· Modify ALS Programming: Default = Off.
If Modify ALS Programming is selected, the order of line selection is displayed and can be edited.
Programming Features
This menu allows a range of individual functions to be assigned to the button.
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Making Calls
· Auto Dial - Outside 241 : Action Data = Telephone number to dial.
A button set to this feature dials the stored number using the first available line appearance in the user's automatic
line selection setting.
· Auto Dial - ICM 241 : Action Data = User extension number.
A button set to this function can be used to make an intercom call to the configured extension. It will also indicate
when that user is idle or active.
· Auto Dial - ICM Page 241 : Action Data =User extension number.
A button set to this function can be used to page the configured extension.
· Group Calling - Page 243 : Action Data = Calling group 1 to 4
A button set to this function can be used to make a page call to the available members of the configured calling
group.
· Group Calling - Ring 243 : Action Data = Calling group 1 to 4.
A button set to this function can be used to make a call to the available members of the configured calling group.
· Group Hunting - Page 247 : Action Data = Hunt group 1 to 6.
A button set to this function can be used to make a page call to the available members of the configured hunt
group.
· Group Hunting - Ring 247 : Action Data = Hunt group 1 to 6.
A button set to this function can be used to make a call to the available members of the configured hunt group.
· Last Number Redial 247 : Action Data = None.
A button set to this function redials the last outgoing external number dialed by the user.
· Loudspeaker Paging 247 : Action Data = None
A button set to this functions makes a page call to the system's designated loudspeaker extension port.
· Save Number Redial 248 : Action Data = None.
A button set to this function allows the user to save the number dialed during a call and to redial that number when
idle. This can be used when the number dialed does not answer.
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Configuration Menus: User
248 :
· Simultaneous Page
Action Data = None.
A button set to this function allows the user to make a page call to both the loudspeaker extension and the
extensions in first calling group, 71.
· Hot Dial 246 : Action Data = None.
A button set to this function allows the user to turns hot dialing on or off. When on, the extension user is able to
begin dialing without going off-hook. For ETR extensions hot dial is off by default. For DS and TCM digital stations,
hot dial is on by default and cannot be changed.
Answering Calls
· Call Log 243 : Action Data = None.
A button set to this function allows the user to access the system call log. The user must also be one of the 3
extensions configured for Log All Caller ID Calls for Users.
· Call Pickup 243 : Action Data = Extension number.
A button set to this function performs a call pickup from the target extension. If the target has parked calls, a
parked call is retrieved in preference to any ring call at the target. Extension users can park calls by transferring
the call their own extension number. Parked calls will recall after 3 minutes.
· Caller ID Inspect 243 : Action Data = None.
When off hook on a call, pressing this button allows the user to then press another active line appearance or
intercom button to view caller number information for that call.
· Call ID Name - Display 243 : Action Data = None.
On some phones, after the call is answered the call display is not able to show both the caller ID name and number.
This function allows the user on such phones to toggle between the name and the number. If the user has this
feature enabled, removing this button will turn the feature off.
· Call Screening 244 : Action Data = None.
A button set to this function is used to enable or disable call screening. While enabled, when a caller is presented to
the user's voicemail mailbox, if the user's phone is idle they will hear through the phone's handsfree speaker the
caller leaving the message and can select to answer or ignore the call.
· Direct Line Pickup - Active 241 : Action Data = None.
A button set to this function allows the user to pickup a ringing, held or connected call on the specified line. Users
can also dial intercom 68LL where LL is the line number.
· Direct Line Pickup - Idle 247 : Action Data = None.
A button set to this function allows the user to seize and make a call using the specified line if that line is idle. Users
can also dial intercom 8LL where LL is the line number.
· Group Pickup 248 : Action Data = Pickup Group number 1 to 4.
A button set to this function allows the user to pickup the longest ringing call at the specified group.
· VMS Transfer 249 : Action Data = None.
A button set to this function allows the user to transfer a call directly into the voicemail mailbox of another user.
Other
· Account Code Entry 241 : Action Data = None.
A button set to this feature allows the user to enter a voluntary account code to be associated with the current call
or with the call made after entry of the account code. Not supported by POTS phones.
· Conference Drop 246 : Action Data = None.
A button set to this function acts as a call drop button. On Avaya digital stations, a list of conference parties is
displayed from which the user can select which call to drop. On ETR phones, the last added external party is
dropped.
· Contact Closure 1 246 /Contact Closure 2 246 : Action Data = None.
A button set to this function Allows the user to activate the phone system's contact closure 1 or contact closure 2
switch. The user must also be a member of the appropriate Contact Closure Group. While the contact is on, the
button lamp is green at the user's extension and red at any other users configured for the same contact closure.
The duration and type of closure is configured in the Contact Closure Group settings.
· Do Not Disturb 246 : Action Data = None.
A button set to this function allows the user to redirect all call to them while still being able to make calls. Incoming
calls follow voicemail coverage if on, else they receive busy. Do not disturb overrides call forwarding. If the user
has this feature enabled, removing this button will turn the feature off.
· Privacy 248 : Action Data = None.
A button set to this function allows the user to switch call privacy on or off during a call. When on, other users with
line appearances for the same line are not able to join the call using that button. If the user has this feature
enabled, removing this button will turn the feature off.
· Recall 248 : Action Data = None.
A button set to this function allows the user to send a recall or hook flash signal.
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· Station Lock 248 : Action Data = None.
A button set to this function allows the user to lock their extension by entering a 4 digit code. When locked, the
extension can only be used to make emergency calls and dial marked speed dials. To unlock the phone the same 4
digit code must be used.
· Station Unlock 249 : Action Data = None.
A button set to this function allows the system administrator extensions (the first two extensions in the system) to
unlock any extension without knowing the 4 digit code that was used to lock the extension.
· Blank
When selected, this option removes all programming from the button.
Coverage
· Call Coverage 242 : Action Data = XX-YY where if XX is the source extension and YY is the destination extension.
A button set to this function allows the user to turn call coverage on or off. If the user has this feature enabled,
removing this button will turn the feature off.
· Call Forwarding 242 : Action Data = XX-YY where if XX is the source extension and YY is the destination extension.
A button set to this function allows the user to turn call forwarding on or off. If the user has this feature enabled,
removing this button will turn the feature off.
· VMS Cover 249 : Action Data = None.
A button set to this function allows the user to turn voicemail coverage of their calls on or off.
Messaging
· Absent Text 241 : Action Data = None
A button set to this function allows the user to set or clear an absence text message. When set, the message is
displayed on their extension and also on other extensions when they call the user. If the user has this feature
enabled, removing this button will turn the feature off.
· Voicemail Collect 247 : Action Data = None.
A button set to this function allows the user to access the voicemail to collect messages.
· Message Alert Notification 247 : Action Data =
A button set to this function allows the user to inspect the current state of another user's message waiting lamp. It
can only be used in conjunction with other users for which this user has Auto Dial - ICM buttons configured.
System Features
This tab and its button functions are only for the first extension in the system. These features are linked to the usage of
the System Password as they affect the operation of the phone system for all users and trunks.
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Configuration Menus: User
· Night Service: Action Data = None.
A button set to this function allows the user to switch night service on or off. The System Password, if set, is
required to use this feature. If the user has this feature enabled, removing this button will turn the feature off.
· Wake Up Service: Action Data = None.
It allows the user to set an alarm call to occur another extension in the next 24-hours. When the alarm occurs, if
the call is answered the targeted user will hear music on hold if available, otherwise they will hear repeated double
tones. If the call is not answered another attempt is made 5 minutes later, however only 2 attempts are made.
Only one alarm can be set against each user at any time. Setting another alarm will override any existing alarm.
· Blank
When selected, this option removes all programming from the button.
Line Assignment Features
This menu enables you customize lines by setting the programmable button as a line appearance button to make and
answer calls on a particular line.
For systems operating in PBX mode, buttons can also be selected for ARS selector 67 group numbers. Those can be used
to make calls but not to receive calls. When pressed, an available line in the ARS selector group is seized.
· Note that for systems running in Key mode, a number of each users programmable buttons are automatically
configured as line appearance buttons according to the system Number of Lines setting. If the system
setting Number of Lines is changed, it may overwrite all or some of the current button programming.
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· Lines
Select the line with which the button will be associated. For systems operating in Key mode, the ARS Selector
group numbers are also listed.
· Ringing Options:
Select whether the phone should provide audible alerting when a call is waiting to be answered on the line. Not
used for buttons assigned to ARS Selectors.
· Immediate
Provide audible alerting as normal.
· Delayed Ring
Only provide audible alerting after approximately 15 seconds.
· No Ring
Do not provide any audible alerting.
· Blank
When selected, this option removes all programming from the button.
Advanced
This menu is accessed by clicking the Advanced button on the System menu.
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Advanced System Parameters
The following settings are shown in this panel:
· Ring on Transfer: Default = Active.
If selected, callers being transferred hear ringing during the transfer process. If not selected, the caller will
hear music on hold.
· Hold Reminder Time: Default = 60 seconds. Range = 0 (Off) to 180 seconds.
This setting controls how long calls remain on hold before recalling to the user who held the call. Note that the
recall only occurs if the user has no other connected call. Recalled calls will continue ringing and do not follow
forwards or go to voicemail.
· Recall Timer Duration: Default = 500. Range = 25 to 800 milliseconds.
This is the flash pulse width used for analog trunks and T1 trunks.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· Transfer Return Ring: Default = 4 (20 seconds), Range 1 to 180 seconds.
Sets the delay after which any call transferred by a user that remains unanswered, should return to the user. A
return call will continue ringing and does not follow any forwards or go to voicemail. Transfer return will occur
if the user has an available call appearance button. Transfer return is not applied if the transfer is to a hunt
group.
· Outside Conference Denial: Default = Allowed.
When set to the Allowed, more than one outside line can be added to a conference. When set to the
Disallowed, a second outside line can not be added to a conference. This feature does not change based on
the type of outside line. The intent of this feature is to minimize toll fraud. For example, if set to disallowed,
this would prevent someone from accepting an outside call at an extension, conferencing in another outside
party, and then walking away allowing the two parties to converse.
· Toll Call Prefix: Default = 0 or 1 Required Before Area Code.
Allows selection between 0 or 1 Required Before Area Code or Area Code and Number Only.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
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STUN Settings for Network
These settings are used if SIP trunks are added to the phone system's configuration using the SIP Trunk Administration
109 menu. These settings are necessary to allow SIP connections from the network on which the phone system is attached
to reach the public network on which the SIP provider is located.
The following fields can be completed either manually or the phone system can attempt to automatically discover the
appropriate values. To complete the fields automatically, only the STUN Server IP Address is required. STUN operation
is then tested by clicking Run STUN. If successful the remaining fields are filled with the results.
·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
· Enable STUN: Default = Off
This field is used to select whether STUN is used or not.
· STUN Server IP Address: Default = Blank
This is the IP address of the line providers SIP STUN server. The phone system will send basic SIP messages to
this destination and from data inserted into the replies can try to determine the type ITSP NAT changes being
applied by any firewall between it and the ITSP.
· STUN Port: Default = 3478
Defines the port to which STUN requests are sent if STUN is used.
· Firewall/NAT Type: Default = Unknown
The settings here reflect different types of network firewalls.
· Blocking Firewall
Allow outgoing TFTP WRQ. Typically this will be the case. It has been observed that the Avaya corporate
firewall permits outgoing TFTP RRQ.
· Symmetric Firewall
SIP packets are unchanged but ports need to be opened and kept open with keep-alives. If this type of
NAT is detected or manually selected, a warning ‘Communication is not possible unless the STUN server is
supported on same IP address as the ITSP will be displayed as part of the manager validation.
· Open Internet
No action required. If this mode is selected, STUN lookups are not performed.
· Symmetric NAT
A symmetric NAT is one where all requests from the same internal IP address and port, to a specific
destination IP address and port, are mapped to the same external IP address and port. If the same host
sends a packet with the same source address and port, but to a different destination, a different mapping
is used. Furthermore, only the external host that receives a packet can send a UDP packet back to the
internal host. SIP Packets need to be mapped but STUN will not provide the correct information unless the
IP address on the STUN server is the same as the ITSP Host. If this type of NAT/Firewall is detected or
manually selected, a warning ‘Communication is not possible unless the STUN server is supported on same
IP address as the ITSP’ will be displayed as part of the manager validation.
· Full Cone NAT
A full cone NAT is one where all requests from the same internal IP address and port are mapped to the
same external IP address and port. Furthermore, any external host can send a packet to the internal host,
by sending a packet to the mapped external address. SIP packets need to be mapped to NAT address and
Port; any Host in the internet can call in on the open port, that is the local info in the SDP will apply to
multiple ITSP Hosts.
· Restricted Cone NAT
A restricted cone NAT is one where all requests from the same internal IP address and port are mapped to
the same external IP address and port. Unlike a full cone NAT, an external host (with IP address X) can
send a packet to the internal host only if the internal host had previously sent a packet to IP address X.
SIP packets needs to be mapped. Responses from hosts are restricted to those that a packet has been
sent to. So if multiple ITSP hosts are to be supported, a keep alive will need to be sent to each host. If this
type of NAT/Firewall is detected or manually selected, no warning will be displayed for this type of NAT.
· Port Restricted Cone NAT
A port restricted cone NAT is like a restricted cone NAT, but the restriction includes port numbers.
Specifically, an external host can send a packet, with source IP address X and source port P, to the
internal host only if the internal host had previously sent a packet to IP address X and port P. SIP packets
needs to be mapped. Keep-alives must be sent to all ports that will be the source of a packet for each ITSP
host IP address. If this type of NAT/Firewall is detected or manually selected, no warning will be displayed
for this type of NAT. However, some Port Restricted have been found to be more symmetric in behavior,
creating a separate binding for each opened Port, if this is the case the manager will display NATs a
warning ‘Communication is not possible unless the STUN server is supported on same IP address as the
ITSP’ as part of the manager validation.
· Unknown
Use this setting if the other settings are unsuitable
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· Static Port Block
Use the RTP port range 49152 to 53246.
· Binding Refresh Time (seconds): Default = 0 (Never). Range = 0 to 3600 seconds.
Having established which TCP/UDP port number to use, either through automatic or manual configuration, the
phone system can send recurring ‘SIP Options requests’ to the remote proxy terminating the trunk. Those
requests will keep the port open through the firewall. Requests are sent every x seconds as configured by this
field. If a binding refresh time has not been set you may experience problems receiving inbound SIP calls as
they are unable to get through the Firewall. In these circumstances make sure that this value has been
configured.
· Public IP Address: Default = 0.0.0.0
This value is either entered manually or discovered by the Run STUN process. If no address is set, the phone
system IP address is used.
· Public Port: Default = 0
This value is either entered manually or discovered by the Run STUN process.
· Run STUN
This button tests STUN operation between the phone system and the STUN Server IP Address set above. If
successful the results are used to automatically fill the remaining fields with the discovered values. Before
using Run STUN the SIP trunk must be configured.
SMTP Server Configuration
Email can be used to provide users with an alert when they have a new voicemail message. This feature is called voicemail
email. This requires the system to be configured with details of an SMTP email server account which is used to forward the
messages to the user's email address.
·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
· IP Address: Default = 0.0.0.0
This field sets the IP address of the SMTP server being used to forward emails.
· Port: Default = 25. Range = 0 to 65534.
This field sets the destination port on the SMTP server.
· Send Email From: Default = Blank
This field sets the sender address to be used for emails from the system. Depending of the authentication
requirements of the SMTP server, this may need to be a valid email address hosted by that server. Otherwise
the SMTP email server may need to be configured to allow SMTP relay of this address.
· Server Authentication: Default = On
This field should be selected if the SMTP server being used requires authentication to allow the sending of
emails. When selected, the User Name and Password fields become available.
· User Name: Default = Blank
This field sets the user name to be used for SMTP server authentication.
· Password: Default = Blank
This field sets the password to be used for SMTP server authentication
· Enable CRAM-MD5: Default = Off.
This field should be selected if the SMTP server uses CRAM-MD5.
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3.4 Incoming Call Management
3.4.1 Groups
A group is a collection of users used for a special purpose. For example, a group can be used as the destination for
incoming calls on an external trunk.
The system has a fixed set of groups. You cannot add or remove groups. However you can edit the the user membership
of all the groups. A user can be a member of several or even all groups.
Groups
· Name
The names of the groups are fixed.
· Type
This indicates the main purpose of the group.
· Calling Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can be also the
destination of calls routed using DID call mapping or call-by-call settings. Calling Group 1 is also used by the
Simultaneous Page function (*70).
· Hunt Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can also be the
destination of calls routed using DID call mapping or call-by-call settings.
· Night Service Group 181
When the system is put into night service, this group overrides the Coverage Destination of all trunks.
· Operator Group 181
This option is only available for systems with their Mode set to PBX. By default the group contains the first
extension on the system. For PRI and BRI trunks, it is fixed incoming destination for calls unless DID Mapping
is applied to the call. It can also be selected as the destination for incoming SIP calls.
· Pickup Group 181
Users can be pickup calls currently alerting any member of a pickup group. They do not need to be a member
of the group.
· Ring Mode
This settings indicates the order in which the idle group members are alerted when there is a call to the group. For
full details see Group Call Distribution 184 .
· Ring all
This type of group alerts all the idle groups members at the same time until answered.
· Sequential
This type of group alerts each idle group member in extension number order for 15 seconds each until
answered.
· Number
The use of a number associated with a group depends on the group type:
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· Calling, operator and hunt groups can be called internally using their extension number. The groups number
can also be used as the target for call transfers. * can be used in front of the group extension number for a
page call to the group.
· Pickup groups numbers are used to answer a call currently alerting any member of the group. For example, to
pickup a call alerting members of pickup group 1, dial 661.
· Members
This indicates the number of users who are currently set as members of the group.
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3.4.2 Auto Attendants
This menu is accessed by selecting Incoming Call Management in the menu bar and clicking Auto Attendant. The
menu displays a list of the auto attendants that have been configured for use. It can be used to adjust their settings and
to add additional auto attendants.
Auto Attendant
The settings shown for each auto attendant are shown below. These can be changed by double-clicking on the auto
attendant.
· Language: Default = Match system language.
This settings controls the language used for auto attendant action prompts. The options are Arabic, Brazilian
Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French, German, Italian, Korean,
Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish (Argentinian), Spanish (Latin),
Spanish (Mexican), Swedish, Taiwanese, UK English, US English.
· Menu Prompt Usage: Default = Each menu uses own prompt.
Each time profile option used by an auto attendant can have its own set of actions and therefore may require a
separate actions prompt to be played after the appropriate greeting prompt. The settings Each menu uses
own prompt does that. Alternately one of the menu options can be selected as the menu option prompt
played at all times of day.
· Night Service: Default = On.
If selected, when the system is in night service, the auto attendant will switch to using its out of hours
greetings and menu actions. If not selected, when the system is in night service, the auto attendant will
continue using the greetings and menu options as determined by its own time profile settings.
· Emergency Service: Default = Off.
This field indicates when the auto attendants emergency greeting option has been enabled by someone using
the auto attendant. The field can also be used to disable the emergency greeting without having to go through
the auto attendant menu.
Additional settings can be viewed and edited by clicking on the View Details link.
Auto Attendant Details
This menu is accessed by clicking on the View Details link next to an auto attendant in the list of auto attendants
displays the detailed setting for the particular auto attendant.
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To return to the list of auto attendants, click on << View All Auto Attendants just below the menu bar. The Caller
Actions button can be used to display and configure the options used by the auto attendant in response to caller key
presses.
Configure Profile
These are the general settings for the auto attendant.
· Maximum Inactivity: Default = 8 seconds. Range = 1 to 20 seconds.
This field sets how long after playing the prompts the auto attendant should wait for a valid key press. If
exceeded, the caller is transferred to the operator (the first extension in the system).
· Menu Prompt Usage: Default = Each menu uses own prompt.
Each time profile option used by an auto attendant can have its own set of actions and therefore may require a
separate actions prompt to be played after the appropriate greeting prompt. The settings Each menu uses
own prompt does that. Alternately one of the menu options can be selected as the menu option prompt
played at all times of day.
· Dial By Direct Number: Default = Off.
This setting affects the operation of any key presses in the auto attendant menu set to use the Dial By
Number action.
· If selected, the key press for the action is included in any following digits dialed by the caller for extension
matching. For example, if 2 is set in the actions to Dial by Number, a caller can dial 20 for extension 20.
· If not selected, the key press for the action is not included in any following digits dialed by the caller for
extension matching. For example, if 2 is set in the actions to Dial by Number, a caller must dial 2 and
then 20 for extension 20.
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· Dial by Name Match Order: Default = Last then First.
Determines the name order used for keys set to the Dial by Name action. The options are First then Last or
Last then First. The
Greetings
The auto attendant can provide different greetings and menu actions at different times of day. These fields are used to set
the operating hours for morning, afternoon and evening options.
· If any of the periods overlap, the settings of the first of the overlapping periods are used.
· Outside any of these periods when they are enabled, the out of hours settings of the auto attendant are
applied.
· The settings in the Night Service panel below also indicate specific days on which the out of hours settings
override the morning, afternoon and evening settings.
· If the auto attendant has the Night Service
when the system is put into night service.
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option enabled, the attendants out of hours settings are used
· Morning
When selected, the morning greeting and caller actions are used during the times indicated. The internal number to
dial to record the greeting for this period is shown below the setting.
· Afternoon
When selected, the afternoon greeting and caller actions are used during the times indicated. The internal number
to dial to record the greeting for this period is shown below the setting.
· Evening
When selected, the evening greeting and caller actions are used during the times indicated. The internal number to
dial to record the greeting for this period is shown below the setting.
Emergency Greeting
Using the Transfer to Greeting action from an auto attendant, an emergency greeting can be recorded and then enabled
or disabled. When enabled, the emergency greeting is played to callers in advanced of any other auto attendant greeting.
The internal number to dial to record the greeting is indicated below the setting. Use of this feature requires the system
password to be set.
· Emergency Service: Default = Off.
This field indicates when the auto attendants emergency greeting option has been enabled by someone using
the auto attendant. The field can also be used to disable the emergency greeting without having to go through
the auto attendant menu.
· Alarm Extension: Default = 10.
When the auto attendant's Emergency Greeting option is enabled, in addition to callers to the auto attendant
hearing the emergency greeting, a warning message is also displayed on the extension indicated by this field.
Typically this would be the extension of someone who is able to disable the emergency greeting when it is no longer
required.
Out of Hours
Normally the auto attendant's out of hours settings are used at any times when the other time profiles (morning, evening
and afternoon) are not valid. This set of settings allows you to define specific days and times on those days when the out
of hours settings override all the other. This can be used to automatically apply the out of hours settings all day on specific
days.
The out of hours settings can also be set to override the other time profiles when the system is in night service. However
that method is turned on and off manual using a night service button. The two methods can be combined, but the
automatic settings below will still be applied when night service is switched off.
· Weekly Off
This drop down list is used to select the days on which the Out of Office Hours set below should be used to
override the other auto attendant time settings.
· Out of office hours
These fields set the times used for automatic out of hours operation on the days selected above. The internal
number to dial to record the greeting for this period is shown below the setting.
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Caller Actions
This menu is accessed by clicking on the Caller Actions button on the auto attendant details menu. It displays the key
presses that have associated actions.
Separate sets of actions can be configured for use during the morning, afternoon and evening periods defined in the auto
attendant detail settings. An additional out of hours set can be defined for use at other time (out of hours).
· Dial
The standard telephone dial pad keys, 0 to 9 plus * and #. The option Fax can also be selected. This can be used
with a Transfer to Number action to redirect fax calls.
· To
The following actions can be assigned to a key.
· No Action
The corresponding key takes no action.
· Dial by Name
The caller is asked to dial the name of the user they require and then press #. The recorded mailbox names of
matching users are then played back for the caller to make a selection. The name order used is set by the Dial
by Name Match Order setting. Users without a recorded name prompt or not set to List in Directory are not
included. Users can record their name by accessing their mailbox and dialing *05.
· Dial By Number
This option allows the caller to dial the extension number of the user they require. No destination is set for this
option. The attendant's Dial By Direct Number setting determines how the digits dialed with this action are
used.
· Transfer to Auto Attendant
This option transfers the caller to another indicated auto attendant. This will skip the greeting menu of that
auto attendant, playing just the current menu options greeting instead.
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· Transfer to Emergency Greeting
This option transfers the caller to a set of prompts for recording the emergency greeting and for selecting
whether the emergency greeting is enabled or not.
· If a system password
continue.
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has been set, the caller is asked to enter that password before they can
· When the emergency greeting is enabled, it is played to other auto attendant callers before any other auto
attendant greeting.
· When the emergency greeting is enabled, a warning is displayed on the auto attendant's Alarm
Extension.
· Transfer to Number
Transfer the call to the extension or group set with the action.
· Replay Menu Greeting
Repeat the prompt listing the current menu options.
· To
Some actions require a destination to be specified:
· For the Transfer to Number action. The drop down list can be used to select from the available extension and
groups configured on the phone system. This list contains an option to collect voicemail.
· For Transfer to Auto Attendant allows selection of the target auto attendant. The option 76: Modem can be
used to select the V32 modem supported by the first analog trunk. This can be used for basic remote access
for maintenance.
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New Auto Attendant
The following menu options are displayed when the New Auto Attendant option is clicked on the list of existing auto
attendants 54 .
· Dial By Direct Number: Default = Off.
This setting affects the operation of any key presses in the auto attendant menu set to use the Dial By
Number action.
· If selected, the key press for the action is included in any following digits dialed by the caller for extension
matching. For example, if 2 is set in the actions to Dial by Number, a caller can dial 20 for extension 20.
· If not selected, the key press for the action is not included in any following digits dialed by the caller for
extension matching. For example, if 2 is set in the actions to Dial by Number, a caller must dial 2 and
then 20 for extension 20.
· Menu Prompt Usage: Default = Each menu uses own prompt.
Each time profile option used by an auto attendant can have its own set of actions and therefore may require a
separate actions prompt to be played after the appropriate greeting prompt. The settings Each menu uses
own prompt does that. Alternately one of the menu options can be selected as the menu option prompt
played at all times of day.
· Night Service: Default = On.
If selected, when the system is in night service, the auto attendant will switch to using its out of hours
greetings and menu actions. If not selected, when the system is in night service, the auto attendant will
continue using the greetings and menu options as determined by its own time profile settings.
· Emergency Service: Default = Off.
This field indicates when the auto attendants emergency greeting option has been enabled by someone using
the auto attendant. The field can also be used to disable the emergency greeting without having to go through
the auto attendant menu.
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3.5 Outgoing Call Management
3.5.1 Speed Dial
This menu allows you to configure names and numbers that can be accessed by users dialing the associated speed dial
code, 600 to 699. The menu is accessed by selecting Outgoing Call Management from the menu and clicking on Speed
Dial.
Speed Dials Configured
The menu displays the settings of the existing system speed dials.
· Name
This is the name that will be associated with the speed dial.
· Number
This is the external number that will be dialed by the telephone system when the speed dial code is dialed by an
extension user.
· Speed dials beginning with * are called 'marked speed dials' and are treated differently. A user can use a
marked speed dial even if the number is in one of the user's assigned disallowed number lists. Marked speed
dials can also be used when an extension is locked. When dialed, the * is not included. If a * is required to be
dialed, the speed dial should be start with **.
· For PBX mode systems, if the system is configured to use an Outside Line prefix for outgoing external calls,
that prefix should be included in external speed dial numbers.
· Speed Dial Code
Select a number between 600 and 699. Each number can only appear once in the list. This is the short form
substitute number for often-used long numbers.
Adding a Speed Dial
To add a new speed dial, click New Speed Dial. Enter the required values for the speed dial and then click Save.
Editing a Speed Dial
Any existing speed dial can be edited by double-clicking on the speed dial entry in the list.
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Importing Speed Dials
Using the
Import icon, you can import speed dials from a CSV text file. Each line of the file should contain a name,
number and speed dial code, each separated by a comma. For example:
Head Office, 555123456, 600
Acme, 555654321, 601
If an entry being imported matches an existing name it will overwrite the existing entry. If an entry being imported
matches an existing speed dial code, it will be assigned an unused speed dial code.
Exporting Speed Dials
Using the
editor.
Export icon, you can export the existing speed dials to a CSV text file. You can then edit the file using a text
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3.5.2 Calling List
The set of lists is accessed by selecting Outgoing Call Management and clicking on Calling List. It can also be accessed
from the Phone User List 38 by clicking on the
edit icon shown in the Outgoing Calls panel.
The system uses the lists to control the numbers that users can or cannot dial.
· Allowed List
Allowed lists are used to enter numbers or types of numbers that users associated with the list can dial even if they
are restricted from dialing other numbers. Up to 8 such lists, each containing 10 numbers, can be configured.
· Disallowed List
Disallowed lists are used to enter numbers or types of numbers that users associated with the list cannot dial. Up to
10 such lists can be configured. Up to 8 such lists, each containing 10 numbers, can be configured.
· Emergency Number List
This list is used to enter numbers that all users can dial at any time regardless of any other settings that might
restrict them from dialing numbers for outgoing calls. Up to 10 numbers can be configured in this list.
· Account Codes
Up to 99 account codes can be entered. In addition selected users can be configured to have to enter an account
code whenever they make an outgoing external call.
To view the contents of a list and the users who are assigned to the list click on View Details.
To Edit a Numbers List
1. From the menu bar, click on User.
2. The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
3. From the List Management table, select the View Details link of the list that you want to edit.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
4. When completed click Save.
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5. To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
Allowed Lists
Each allowed list contains external telephone numbers that members of the list are allowed to dial. The allowed lists to
which a user is assigned override any disallowed lists to which they are also assigned. The numbers in the user's assigned
allowed lists also override the Calls Barred and Outgoing Call Restrictions settings that may be applied to a user.
There are eight lists, each containing up to 10 numbers. Each number can use the telephone dialing digits 0 to 9, *, # and
can be up to 28 digits long. You can also use the ? character as a single digit wildcard.
To Edit an Allowed Numbers List
4. From the menu bar, click on User.
5. The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
6. From the List Management table, select the View Details link of the list that you want to edit.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
6. When completed click Save.
7. To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
Disallowed Lists
Each disallowed list contains external telephone numbers that users who are assigned to the list cannot dial. There are
eight lists, each containing up to 10 numbers. Each number can use the telephone dialing digits 0 to 9, *, # and can be up
to 28 digits long. You can also use the ? character as a single digit wildcard.
Numbers in the disallowed lists of which a user is a member are overridden if they also appear in the allowed numbers
lists, emergency number list of which the user is a member and also by marked system speed dials.
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To Edit an Disallowed Numbers List
7. From the menu bar, click on User.
8. The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
9. From the List Management table, select the View Details link of the list that you want to edit.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
8. When completed click Save.
9. To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
Emergency Numbers
You can enter 10 emergency phone numbers into this list. This list is applied to all users and overrides any dialing
restrictions that would otherwise be applied to the users.
By default the normal emergency numbers for the system locale are automatically added and should not be removed.
To Edit the Emergency Numbers List
10.From the menu bar, click on User.
11.The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
12.From the List Management table, select the View Details link of the list that you want to edit.
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· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
10.When completed click Save.
11.To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
Account Codes
Extensions can be required to enter a valid account code when they make an outgoing external call. The Account Code
Entries list contains the account codes that are accepted as being valid and the selected users who are required to enter
one of these codes, ie. the users who are set to Forced Account Code Entry.
Account codes are commonly used to control cost allocation and out-going call restriction. The account code used on a call
is included in the call information output by the system SMDR call log. Users can enter an account code during a call using
an Account Code Entry button. Once a user has entered an account code with a call, only that user can change that calls
account code by entering another one.
Once a call has been completed using an account code, the account code information is removed from the user's call
information. This means that redial functions will not re-enter the account code.
All users (except analog phones) can also enter voluntary account codes at any time during a call by using an Account
Code Entry button. Voluntary account codes are recorded in the same way as forced account codes but are not
validated.
To Edit the Account Codes List
13.From the menu bar, click on User.
14.The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
15.From the List Management table, select the View Details link of the list that you want to edit.
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· The Account Code List panel displays the account codes. Edit these as required.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
12.When completed click Save.
13.To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
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3.5.3 Alternate Route Selection
Alternate route selection is used by systems that are operating in PBX mode. It is used to group trunks and then associate
different types of outgoing numbers with those trunk groups. Alternate route selectors are grouping of trunks, trunks
channels or trunk settings. Once a set of ARS entries has been created, they can be associate with the different dialing
prefixes 71 .
This menu is accessed by clicking Outgoing Call Management in the menu bar, selecting Alternate Route Selection.
This table shows the existing ARS entries. A particular entry can be edited by double clicking on the entry, adjusting the
settings and then clicking Save. New entries can be added using the New ARS button. Existing entries other than the
defaults (65, 66 and 67) can be deleted using the Delete ARS link.
· Selector
This must be a number in the range 65 to 99. Selectors 65, 66 and 67 are default entries that cannot be
removed. The selector number is used in the Dial Numbers table to associate the ARS with external dialing
prefixes that can use it. It can also be used as a line appearance button to allow users to specifically select the
ARS group for an outgoing call.
· 65: Group of Lines
This ARS selector cannot be deleted. By default it contains all analog lines in the system when the system
was installed or defaulted. However, it can be edited to change the lines included including adding nonanalog lines. This selector and 66 below are used as the default for all classes of external call.
· 66: ISDN Standard Call - Local Number = Default
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to match the user's User Calling Line Identity if set or otherwise
blank (to be set by the trunk provider). This selector and 65 above are used as the default for all classes
of external call.
· 67: ISDN Number Withheld - Local Number = Withheld
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to withheld.
· Type
The ARS Selector group can be used for the following functions:
· Group of Lines
This type of selector is used to create a group of lines. The lines are selected using the Select Lines table
below. For a call routed to this selector, an available line from that group is used.
· ISDN Local Number
This type of selector is used to set an outgoing local number on an ISDN call. For a call routed to this ARS
selector, an available ISDN channel is used with the calling party element of the Q.931 setup set to match
the local number specified.
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· Changing the calling party number may not be supported by the line provider or may be an additional
chargeable service. It will also be subject to restrictions on what numbers can be used. It is normally
a requirement that the calling party number used must be a valid number for return calls to the same
trunk. Use of an invalid number may cause the call to be dropped or the number to be replaced by a
default value.
· The default ARS Selector entry 66 is set to Local number=default. It uses the user's User CLI if
set.
· ISDN Standard Call
This type of selector is used to select an available ISDN channel for the call.
· ISDN Number Withheld
This type of selector is used to withhold any outgoing local number information on an ISDN call. For a call
routed to this ARS selector, an available ISDN channel is used with the calling party element of the Q.931
setup set to withheld.
· SIP Call-by-Call
These entries appear when entries are created in a SIP trunk's Call-by-Call 109 table. They cannot be
edited through the ARS Selectors form. By having an associated ARS Selector number, the entry can be
selected as the destination for specific out going calls.
· Details
This field show either the lines currently selected for use with the ARS selector or the local number setting for
the calling party number.
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New ARS
This menu is accessed by clicking Outgoing Call Management in the menu bar, select Alternate Route Selection and
then select New ARS.
Add New ARS
Adjust the settings as required and click Save.
· Selector
This must be a number in the range 65 to 99. Selectors 65, 66 and 67 are default entries that cannot be
removed. The selector number is used in the Dial Numbers table to associate the ARS with external dialing
prefixes that can use it. It can also be used as a line appearance button to allow users to specifically select the
ARS group for an outgoing call.
· 65: Group of Lines
This ARS selector cannot be deleted. By default it contains all analog lines in the system when the system
was installed or defaulted. However, it can be edited to change the lines included including adding nonanalog lines. This selector and 66 below are used as the default for all classes of external call.
· 66: ISDN Standard Call - Local Number = Default
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to match the user's User Calling Line Identity if set or otherwise
blank (to be set by the trunk provider). This selector and 65 above are used as the default for all classes
of external call.
· 67: ISDN Number Withheld - Local Number = Withheld
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to withheld.
· Type
The ARS Selector group can be used for the following functions:
· Group of Lines
This type of selector is used to create a group of lines. The lines are selected using the Select Lines table
below. For a call routed to this selector, an available line from that group is used.
· ISDN Local Number
This type of selector is used to set an outgoing local number on an ISDN call. For a call routed to this ARS
selector, an available ISDN channel is used with the calling party element of the Q.931 setup set to match
the local number specified.
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· Changing the calling party number may not be supported by the line provider or may be an additional
chargeable service. It will also be subject to restrictions on what numbers can be used. It is normally
a requirement that the calling party number used must be a valid number for return calls to the same
trunk. Use of an invalid number may cause the call to be dropped or the number to be replaced by a
default value.
· The default ARS Selector entry 66 is set to Local number=default. It uses the user's User CLI if
set.
· ISDN Standard Call
This type of selector is used to select an available ISDN channel for the call.
· ISDN Number Withheld
This type of selector is used to withhold any outgoing local number information on an ISDN call. For a call
routed to this ARS selector, an available ISDN channel is used with the calling party element of the Q.931
setup set to withheld.
· SIP Call-by-Call
These entries appear when entries are created in a SIP trunk's Call-by-Call 109 table. They cannot be
edited through the ARS Selectors form. By having an associated ARS Selector number, the entry can be
selected as the destination for specific out going calls.
· Details
This field show either the lines currently selected for use with the ARS selector or the local number setting for
the calling party number.
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3.5.4 Dial Numbers
Alternate route selection is used by systems that are operating in PBX mode. It is used to group trunks and then associate
different types of outgoing numbers with those trunk groups. This menu is used to group different dialing prefixes by the
type of call that they represent. Each of these groups can then be associated with the trunks that should be used for those
calls.
This menu is accessed by clicking Outgoing Call Management in the menu bar, and selecting Dial Numbers.
· Class of Call
The available classes are Local, National, International, Emergency, Cell and Toll Free. For each, you can
define the numbers the dialing prefixes that match that call type and the ARS selector groups to which
matching calls should be routed.
· Number
For each class of call, this field is used to define the dialing prefix (up to 5 digits) expected for the call to match
the class. Multiple prefix numbers can be entered, each separated by a comma.
· To edit the numbers, double click on the entry. The fields for Number and for Outgoing Lines/ARS
become adjustable. Edit the values as required and click Save.
· Do not include the Outside Line prefix digit configured in the system settings.
· If a match occurs in more than one class, the most exact match is used, ie. the one with the most
digits. If multiple matches still exist, the match that occurs first in the table is used.
· Numbers cannot be set for the Local class. This class is used for any calls that do not match any other
class. However the ARS selectors used by this class can be changed.
· Outgoing Lines/ARS
This field indicates the ARS selectors currently associated with the Class of Call. These contain the trunks that
are used by the Class of Call and are set using the Select Outgoing ARS table.
· To edit the numbers, double click on the entry. The fields for Number and for Outgoing Lines/ARS
become adjustable. Edit the values as required and click Save.
· Manage ARS
This button can be used to access the menu for creating, deleting and editing the ARS trunk groups
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3.6 System
3.6.1 Switch
This menu is accessed by selecting System in the menu bar and clicking on Switch.
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System Parameters
The following settings are shown in this panel:
· System Name
A name used to identify the system. This is typically used to identify the configuration by the location or
customer's company name. Some features require the system to have a name. This field is case sensitive. Do
not use punctuation characters such as #, ?, /, -,. and ,.
· Mode:
The system can operate in either Key or PBX mode. Changing the mode requires the IP Office system to be
restarted and will overwrite all existing button programming. For more details see Setting the System Mode 145
.
· Key
The Number of Lines setting is used to automatically assign line appearance buttons on all extensions
with programmable buttons. To make external calls the user should select an available line appearance
button. Outbound call routing is determined by which line appearance button the user selects before
dialing or by the user's automatic line selection settings.
· PBX
No line appearances are automatically assigned to programmable buttons. The Outside Line setting is
used to set the dialing prefix that indicates that the call is an external one for which an available line
should be seized. The Alternate Route Selection 67 settings are used to determine which lines are used
for each outgoing call. Line appearance buttons can also still be configured for making and answering
external calls.
· Voicemail Mode: Default = Intuity Mode. Software level = 8.0+.
Embedded voicemail can use either IP Office Mode or Intuity Mode key presses for mailbox functions. End
users should be provided with the appropriate mailbox user guide for the mode selected. Pre-Release 8.0
systems use IP Office Mode only.
· File Writer IP Address
This field sets the address of the PC allowed to send files to the system's memory card.
· Country:
This option sets a range of country specific telephony settings. The system language can be changed from the
Country setting using the separate Language setting below.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· The supported countries are Argentina, Australia, Bahrain, Belgium, Brazil, Canada, Chile, China,
Customize, Denmark, Egypt, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland,
India, Italy, Korea, Kuwait, Mexico, Netherlands, New Zealand, Norway, Oman, Pakistan, Peru,
Poland, Portugal, Qatar, Russia, Saudi Arabia, Singapore, South Africa, Spain, Sweden,
Switzerland, Taiwan, Turkey, United Arab Emirates, United States, Venezuela.
· When Default is selected, the following additional fields are available:
· Tone Plan: Default = Tone Plan 1
Select a tone plan to be used for different ringing signals such as dial tone and ring tone.
· CLI Type: Default = FSK V23
Set the method for passing caller ID information to analog extensions. The options are DTMF, FSK
Bell 202 or FSK V23.
· Busy Tone Detection: Default = Off
Enable or disable the use of busy tone detection for call clearing.
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· Language
This field sets the language used for voicemail prompts and phone displays if the language is available. Possible
languages are:
· Arabic, Brazilian Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French,
German, Italian, Korean, Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish
(Argentinean), Spanish (Latin), Spanish (Mexican), Swedish, UK English, US English.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· For each user, their language settings can be changed using the user's Language setting. This affects the
language used on their phone's display and for mailbox access prompts.
· For each auto attendant, the system language setting can be overridden by the auto attendant's own
Language 54 setting.
· Password: Default = Blank. Range = 4 digits.
This is a four digit code used to restrict access to some functions. Once set, the system password must be used
to override station lock, forced account, numbers in the disallowed calls list or night service restrictions to
make a call. The system password is also requested when a user switches the phone system into or out of
night service mode or tries to access an voicemail auto attendant's emergency greeting settings.
· For M-Series and T-Series phones, the system password, if set, is also used to control access to phone
based administration from the first two extensions in the system.
· Number of Lines: Default = The number of analog trunks present when the system is first started.
This option is only available for systems with their Mode (see above) set to Key. For phones with
programmable buttons, those buttons can be configured as line appearance buttons that each match a
particular incoming line. This setting controls how many of buttons on every user's phone are automatically
allocated as line appearance buttons. The assignment is done starting from button 03 upwards in order of the
lines available.
·
! Warning
If the Number of Lines value is changed, all existing line appearance buttons and automatic line selection
settings are overwritten. The existing functions on other programmable buttons are also overwritten if
they are in the range of buttons now specified for lines. Therefore it is recommended that this setting is
only changed when a system is first installed.
· Outside Line: Default = Depend on system locale, see below.
This option is only available for systems with their Mode (see above) set to PBX. It sets the digit which, when
dialed, indicates that the call is intended to be external. Routing of any additional digits is then determined
through the Alternate Route Selection 67 settings.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· 9 (Operator is 0)
The prefix 9 is used for external calls. The digit 0 is used for calls to the operator extension (the first
extension in the system). This is the default setting for systems with the Country setting United States.
· None
No prefix is used for external calls. Any dialing that does not match an internal dial plan number is
assumed to be an external call. This is the default setting for systems with the Country setting other then
Germany or United States. The digit 0 is used for calls to the operator extension (the first extension in
the system).
· 0 (Operator is 9)
The prefix 0 is used for external calls. The digit 9 is used for calls to the operator extension (the first
extension in the system). This is the default setting for systems with the Country setting Germany.
· Log All Caller ID Calls for Users: Default = None selected.
All extensions have a call log of their last 30 calls (incoming answered and missed). The user can access this
using a programmable button set to Call Log or their phone's Call Log or History button if it has one. In
addition, up to 3 extensions can be configured to have access to the call log of the last 400 calls (incoming
answered and missed) for the whole system. These fields are used to select those users. Only calls that include
caller ID are included. The ! character on the phone display indicates that there are unviewed call details in the
call log.
· Unsupervised Analog Trunk Disconnect: Default = No.
When using analog trunks, various methods are used for trunk supervision, ie. to detect when the far end of
the trunk has disconnected and so disconnect the local end of the call. Depending on the locale, the system
uses Disconnect Clear signalling and or Busy Tone Detection. This setting should only be enabled if it is known
that the analog trunks do not provide disconnect clear signalling or reliable busy tone. When enabled:
· Disconnect clear signalling detection is turned off. Busy tone detection remains on.
· Unsupervised transfers and trunk-to-trunk transfers of analog trunk calls are not allowed.
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Configuration Menus: System
· A wider range of busy tones which may signal that the caller has disconnected are used to disconnect calls
connected to voicemail.
· When this setting is changed to No, the configuration settings for Busy Tone Detection are displayed.
· Mode: Default = System Frequency
If set to System Frequency, the settings used are the default settings for the system locales. To change
the settings, select either Single Frequency or Dual Frequency to match the line providers
requirements.
· Single Frequency
If the Mode is set to Single Frequency, set the frequency.
· Dual Frequency
If the Mode is set to Dual Frequency, set the frequencies.
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Network Settings
The following settings are shown in this panel.
·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
· Receive IP Address Via DHCP Server: Default = Yes.
This setting controls whether the system acts as a DHCP client or uses a fixed IP address.
· If enabled, the system acts as a DHCP client and requests IP address details for its LAN port when the
system is started.
· If it receives a response, the address details it has been given by the DHCP server are shown in the
field below but cannot be adjusted.
· If it does not receive a response, it default to using the address 192.168.42.1. It is still a DHCP client
and will request an address again when it is next restarted.
· If not enabled, the system uses the IP address values set in the fields below.
· System IP Address: Default = 192.168.42.1
Enter the IP address that the telephone system should use if Receive IP Address Via DHCP Server is not
selected. If Receive IP Address Via DHCP Server is selected, this field is greyed out but does display the IP
address that the system is currently using.
· Subnet Mask: Default = 255.255.255.0
Enter the Sub-Net Mask that the telephone system should use if Receive IP Address Via DHCP Server is not
selected. If Receive IP Address Via DHCP Server is selected, this field is greyed out but does display the IP
address that the system is currently using.
· Default Gateway: Default = 0.0.0.0
Enter the Default Gateway that the telephone system should use if Receive IP Address Via DHCP Server
is not selected. If Receive IP Address Via DHCP Server is selected, this field is greyed out but does display
the IP address that the system is currently using.
System Details
The following settings are shown in this panel:
· Companding Law
The system is automatically defaulted to A-Law or U-Law by the type of SD Feature Key dongle inserted into
the unit. Typically U-Law is used in North American locales, A-Law is used in most other locales. U-Law is also
called Mu-Law or µ-Law. For some installations, it may be necessary to change this setting if advised by the
external line provider.
· ETR6 cards are not supported for systems running in A-Law mode.
· Automatic DST: Default = On.
When selected, the telephone system will automatically apply daylight saving time (DST) adjustments to its
internal clock. This feature should only be used for systems in a North American locale.
· Enable Network Time Synchronization: Default = On.
When selected, the system will use the time included in the ICLID on incoming calls as its system time. Note
that this feature uses the first analog trunk on the card installed in slot 1 of the system control unit.
Advanced
This menu is accessed by clicking the Advanced button on the System menu.
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Advanced System Parameters
The following settings are shown in this panel:
· Ring on Transfer: Default = Active.
If selected, callers being transferred hear ringing during the transfer process. If not selected, the caller will
hear music on hold.
· Hold Reminder Time: Default = 60 seconds. Range = 0 (Off) to 180 seconds.
This setting controls how long calls remain on hold before recalling to the user who held the call. Note that the
recall only occurs if the user has no other connected call. Recalled calls will continue ringing and do not follow
forwards or go to voicemail.
· Recall Timer Duration: Default = 500. Range = 25 to 800 milliseconds.
This is the flash pulse width used for analog trunks and T1 trunks.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· Transfer Return Ring: Default = 4 (20 seconds), Range 1 to 180 seconds.
Sets the delay after which any call transferred by a user that remains unanswered, should return to the user. A
return call will continue ringing and does not follow any forwards or go to voicemail. Transfer return will occur
if the user has an available call appearance button. Transfer return is not applied if the transfer is to a hunt
group.
· Outside Conference Denial: Default = Allowed.
When set to the Allowed, more than one outside line can be added to a conference. When set to the
Disallowed, a second outside line can not be added to a conference. This feature does not change based on
the type of outside line. The intent of this feature is to minimize toll fraud. For example, if set to disallowed,
this would prevent someone from accepting an outside call at an extension, conferencing in another outside
party, and then walking away allowing the two parties to converse.
· Toll Call Prefix: Default = 0 or 1 Required Before Area Code.
Allows selection between 0 or 1 Required Before Area Code or Area Code and Number Only.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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STUN Settings for Network
These settings are used if SIP trunks are added to the phone system's configuration using the SIP Trunk Administration
109 menu. These settings are necessary to allow SIP connections from the network on which the phone system is attached
to reach the public network on which the SIP provider is located.
The following fields can be completed either manually or the phone system can attempt to automatically discover the
appropriate values. To complete the fields automatically, only the STUN Server IP Address is required. STUN operation
is then tested by clicking Run STUN. If successful the remaining fields are filled with the results.
·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
· Enable STUN: Default = Off
This field is used to select whether STUN is used or not.
· STUN Server IP Address: Default = Blank
This is the IP address of the line providers SIP STUN server. The phone system will send basic SIP messages to
this destination and from data inserted into the replies can try to determine the type ITSP NAT changes being
applied by any firewall between it and the ITSP.
· STUN Port: Default = 3478
Defines the port to which STUN requests are sent if STUN is used.
· Firewall/NAT Type: Default = Unknown
The settings here reflect different types of network firewalls.
· Blocking Firewall
Allow outgoing TFTP WRQ. Typically this will be the case. It has been observed that the Avaya corporate
firewall permits outgoing TFTP RRQ.
· Symmetric Firewall
SIP packets are unchanged but ports need to be opened and kept open with keep-alives. If this type of
NAT is detected or manually selected, a warning ‘Communication is not possible unless the STUN server is
supported on same IP address as the ITSP will be displayed as part of the manager validation.
· Open Internet
No action required. If this mode is selected, STUN lookups are not performed.
· Symmetric NAT
A symmetric NAT is one where all requests from the same internal IP address and port, to a specific
destination IP address and port, are mapped to the same external IP address and port. If the same host
sends a packet with the same source address and port, but to a different destination, a different mapping
is used. Furthermore, only the external host that receives a packet can send a UDP packet back to the
internal host. SIP Packets need to be mapped but STUN will not provide the correct information unless the
IP address on the STUN server is the same as the ITSP Host. If this type of NAT/Firewall is detected or
manually selected, a warning ‘Communication is not possible unless the STUN server is supported on same
IP address as the ITSP’ will be displayed as part of the manager validation.
· Full Cone NAT
A full cone NAT is one where all requests from the same internal IP address and port are mapped to the
same external IP address and port. Furthermore, any external host can send a packet to the internal host,
by sending a packet to the mapped external address. SIP packets need to be mapped to NAT address and
Port; any Host in the internet can call in on the open port, that is the local info in the SDP will apply to
multiple ITSP Hosts.
· Restricted Cone NAT
A restricted cone NAT is one where all requests from the same internal IP address and port are mapped to
the same external IP address and port. Unlike a full cone NAT, an external host (with IP address X) can
send a packet to the internal host only if the internal host had previously sent a packet to IP address X.
SIP packets needs to be mapped. Responses from hosts are restricted to those that a packet has been
sent to. So if multiple ITSP hosts are to be supported, a keep alive will need to be sent to each host. If this
type of NAT/Firewall is detected or manually selected, no warning will be displayed for this type of NAT.
· Port Restricted Cone NAT
A port restricted cone NAT is like a restricted cone NAT, but the restriction includes port numbers.
Specifically, an external host can send a packet, with source IP address X and source port P, to the
internal host only if the internal host had previously sent a packet to IP address X and port P. SIP packets
needs to be mapped. Keep-alives must be sent to all ports that will be the source of a packet for each ITSP
host IP address. If this type of NAT/Firewall is detected or manually selected, no warning will be displayed
for this type of NAT. However, some Port Restricted have been found to be more symmetric in behavior,
creating a separate binding for each opened Port, if this is the case the manager will display NATs a
warning ‘Communication is not possible unless the STUN server is supported on same IP address as the
ITSP’ as part of the manager validation.
· Unknown
Use this setting if the other settings are unsuitable
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· Static Port Block
Use the RTP port range 49152 to 53246.
· Binding Refresh Time (seconds): Default = 0 (Never). Range = 0 to 3600 seconds.
Having established which TCP/UDP port number to use, either through automatic or manual configuration, the
phone system can send recurring ‘SIP Options requests’ to the remote proxy terminating the trunk. Those
requests will keep the port open through the firewall. Requests are sent every x seconds as configured by this
field. If a binding refresh time has not been set you may experience problems receiving inbound SIP calls as
they are unable to get through the Firewall. In these circumstances make sure that this value has been
configured.
· Public IP Address: Default = 0.0.0.0
This value is either entered manually or discovered by the Run STUN process. If no address is set, the phone
system IP address is used.
· Public Port: Default = 0
This value is either entered manually or discovered by the Run STUN process.
· Run STUN
This button tests STUN operation between the phone system and the STUN Server IP Address set above. If
successful the results are used to automatically fill the remaining fields with the discovered values. Before
using Run STUN the SIP trunk must be configured.
SMTP Server Configuration
Email can be used to provide users with an alert when they have a new voicemail message. This feature is called voicemail
email. This requires the system to be configured with details of an SMTP email server account which is used to forward the
messages to the user's email address.
·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
· IP Address: Default = 0.0.0.0
This field sets the IP address of the SMTP server being used to forward emails.
· Port: Default = 25. Range = 0 to 65534.
This field sets the destination port on the SMTP server.
· Send Email From: Default = Blank
This field sets the sender address to be used for emails from the system. Depending of the authentication
requirements of the SMTP server, this may need to be a valid email address hosted by that server. Otherwise
the SMTP email server may need to be configured to allow SMTP relay of this address.
· Server Authentication: Default = On
This field should be selected if the SMTP server being used requires authentication to allow the sending of
emails. When selected, the User Name and Password fields become available.
· User Name: Default = Blank
This field sets the user name to be used for SMTP server authentication.
· Password: Default = Blank
This field sets the password to be used for SMTP server authentication
· Enable CRAM-MD5: Default = Off.
This field should be selected if the SMTP server uses CRAM-MD5.
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3.6.2 Trunks
This menu is accessed by selecting System and then Trunks from the menu bar. This table list the trunks installed in the
system. It does not include SIP trunks. For most trunk types, various trunk settings can be accessed by clicking the View
Details option next to the trunk entry.
For trunks that support multiple channels, the individual channel settings can be accessed by selecting the trunk in the
table and then clicking on the
edit icon in the Channel Setup panel on the right. Similarly, for trunks that support DID
or ICLID.
Installed Trunks
· Trunk Number: Information only, not editable.
· Trunk Type: Not Editable
This value indicates the type of trunk. The menu fields and sub-menus will vary depending on the Line Type.
· Trunk Subtype
The option is used with non-analog trunks. There are cases where the trunk sub-type can be changed.
· For trunks provided by IP500 BRI trunk cards, the trunk subtype is fixed as ETSI.
· For trunks provided by IP500 PRI-U trunk cards, the trunk sub-type depends on the system's region.
· In North American locales, the Trunk Type is shown as PRI 24 (Universal) and the Trunk Subtype
can be set to either PRI or T1.
· In non-North American locales, the Trunk Type is shown as PRI 30 (Universal) and the Trunk
Subtype is fixed as ETSI.
· Card/Module
Indicates the card slot or expansion module being used for the trunk device providing the line. 1 to 4 match
the slots on the front of the phone system from left to right. Expansion modules are numbered from 6
upwards.
· Number of Channels
This field is shown only for ETSI PRI trunks. The setting can be changed by double clicking on the entry,
selecting the value required and then clicking Save. For other types of PRI trunk, the service status of channels
can be accessed through channel setup.
· CRC
This field is shown only for ETSI PRI trunks. The setting can be changed by double clicking on the entry,
selecting the value required and then clicking Save.
· View Details
This option is used to access additional trunk details. The range of details depend on the trunk type. This
option is not shown for ETSI PRI trunks.
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Configuration Menus: System
Displaying Trunk Details
Additional settings are available for most trunk types. To view those settings, click on the View Details option next to the
trunk.
Changing the Trunk Type
The trunks provided by an IP500 PRI-U card installed in a North American system can operate in either T1 or PRI mode.
To change the current mode, double click on the trunk entry in the list and select the required trunk subtype. The change
must then be saved and the system rebooted.
Setting Up Trunk Channels
Non-analog trunks support multiple channels. The number of channels depend on the trunk type and its sub-type. Each
channel can have its own call routing settings.
1. Click on the trunk in the trunk list. A summary of the trunk's channels is shown in the Channel Setup box on the
right.
2. Click on the
edit icon in the Channel Setup box.
Setting Up DID Mapping
Incoming calls on a trunk channel can include addition information that the system can use for call routing. This allows the
call to override the settings of the particular trunk channel on which it arrived and is done through the trunk's DID
Mapping table.
1. Click on the trunk in the trunk list. A summary of the trunk's DID entries is shown in the DID Mapping Table box
on the right.
2. Click on the
edit icon in the DID Mapping Table box.
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DID Mapping Table
This menu is accessed by selecting a trunk in the trunk's list and then clicking the
box on the right.
edit icon in the DID Mapping Table
DID call mapping can be used on all trunk types except analog and SIP (SIP trunks use can use Call-by-Call routing which
is similar). When used, incoming calls that include DID and or ICLID digits are checked for a match in the trunks DID
mapping table. If a match is found, it is used. This overrides the Coverage Destination settings of the trunk channel on
which the call was received. In addition, calls routed by DID mapping are not affected by the phone system being put into
night service.
· For systems running in Key mode, DID call mapping can be used in addition to the Coverage Destination settings of
a trunk channel and only overrides the trunk channel's settings if a match is found.
· For systems running in PBX mode, DID call mapping overrides all trunk channel call routing settings. A default
entry, that matches any calls for which there is no other specific match, is added to the DID call mapping settings
of every trunk. The default entry cannot be deleted and has the Operator group as its fixed destination.
· Default DID Routing
If the system is in Key system mode and no match is found, the call is routed to the first extension in the system.
If the system is in PBX mode and no match is found, the call is routed to the Operator group.
· DID Number
If the incoming DID of a call on the trunk matches the DID set here, it will be routed to this destination. The
system supports up to 4 digits DID (additional digits after the first 4 are ignored). Leave blank if only CLI
matching is required.
· Incoming CLI
If the incoming caller number on the trunk matches the Incoming CLI set here, it will be routed to this
destination. Leave blank if only DID matching is required.
· Destination
When this field is selected, the drop down list allows selection of the destination for matching calls. The options
differ depending on whether the system's Mode 72 is set to Key or PBX.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
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Configuration Menus: System
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the mailbox
number and passcode.
· 76: Modem
The option 76: Modem can be selected to route the call to the systems built in V32 modem function. This is
only intended for basic access by system maintainers.
· Auto Attendant
Any configured voicemail auto attendants can be selected as the call destination.
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Channel Setup
The menu is accessed by selecting the trunk in the trunks list and then clicking on the
box on the right.
edit icon in the Channel Setup
The menu that appears and the options in the menu will depend on the trunk type.
· PRI Channel Setup
· T1 Channel Setup
96
108
· PRI (ETSI) Channel Setup
100
· BRI Trunk Channel Setup
90
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Configuration Menus: System
3.6.2.1 Analog Trunks Details
This menu is accessed by clicking the View Details link adjacent to a trunk in the Installed Trunks
80
table.
Analog Trunk Setup
· ID/Line Appearance ID: Default = Auto-assigned
This number is used to uniquely identify the telephone line or channel. The number can be assigned to
programmable buttons on extensions to allow the users to make and answer calls on that line or channel.
· Hold Disconnect Time: Default = 500ms.
Also known as Disconnect Clear or Reliable Disconnect. This is a method used by the analog line provider to
signal that the call has ended.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
131
for the change to take effect. Rebooting the
· Coverage Destination: Default = None.
This option sets where incoming calls should alert in addition to alerting on those extension that have a line
appearance button programmed for the line. When the phone system is in night service mode, calls alert at the
members of the Night Service group.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
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· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
· Ring Pattern: Default = 1.
Selects the ring pattern that should be used for calls when alerting on an extension. Calls forwarded, sent to
call coverage or to a hunt group will always use the line ring pattern. Calls direct to an extension will use the
line ringing pattern unless the user has Override Line Ringing set. Not used for calls presented to the user as
a member of the Operator group. This feature is also not used for BST phones.
VMS Settings
These settings are used to control when and how quickly the system will use one of its auto attendants to answer a
currently unanswered call.
·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
· VMS Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the
system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
· VMS Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when
the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
· VMS Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to
the selected auto attendant. The options are:
· Always
Redirect calls when the system is in both day and night service modes.
· Day Only
Redirect calls only when the system is not in night service.
· Night Only
Redirect calls only when the system is in night service.
· Never
Do not redirect calls.
· VMS Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.
Detailed Trunk Parameters
· ! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
· Ring Persistency: Default = 400ms. Range = 0 to 2550ms.
The minimum duration of signal required to be recognized.
· Ring Off Maximum: Default = 5000ms. Range = 0 to 25500ms.
The time before signaling is regarded as ended.
· Await Dial Tone: Default = 3000ms. Range = 0 to 25500ms.
Sets how long the system should wait before dialing out.
· Intermediate Digit Pause: Default = 500ms. Range = 0 to 2550ms.
Pause between digits transmitted to the line.
· Long CLI Line: Default = Off
The CLI signal on some long analog lines can become degraded and is not then correctly detected. If you are
sure that CLI is being provided but not detected, selecting this option may resolve the problem.
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· Trunk Type: Default = Loop Start ICLID
Indicates whether the trunk receives incoming caller ID information or not. If caller ID information is not
provided, select Loop Start. If caller ID information is received, select Loop Start ICLID.
· Modem Enabled: Default = Off
The first analog trunk can be set to modem operation (V32 with V42 error correction). This allows the trunk to
answer incoming modem calls and be used for system maintenance. When on, the trunk can only be used for
analog modem calls. The short code *9000* can be used to toggle this setting. The modem can be accessed
via an auto attendant or DID/SIP URI by selecting 76 as the destination.
Advanced
This menu is accessed by clicking the Advanced button on the analog trunk settings
·
85
menu.
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
Mains Hum Filter
· Mains Hum Filter: Default = Off.
If mains hum interference on the lines is detected or suspected, this settings can be used to attempt to remove
that interference. The options are Off, 50Hz or 60Hz.
Voice
· Echo Cancellation: Default = 16ms.
Allows settings of Off, 8, 16, 32, 64 and 128 milliseconds. The echo cancellation should only be adjusted as
high as required to remove echo problems. Setting it to a higher value than necessary can cause other
distortions.
Gains
These settings should not be adjusted without guidance from the line provider.
· A -> D: Default = 0dB. Range = -10.0dB to +6.0dB in 0.5dB steps.
Sets the analog to digital gain.
· D -> A: Default = 0dB. Range = -10.0dB to +6.0dB in 0.5dB steps.
Sets the digital to analog gain.
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DTMF
· DTMF Mark: Default = 80 (80ms). Range = 0 to 255.
Interval when DTMF signal is kept active during transmission of DTMF signals.
· DTMF Space: Default = 80 (80ms). Range = 0 to 255.
Interval of silence between DTMF signal transmissions.
Impedance Match
· Impedance: Default = Default
Set the impedance used for the line. The settings vary depending on the system's Country setting. These
options are only available for Bahrain, Egypt, Kuwait, Morocco, Oman, Pakistan, Qatar, Saudi Arabia,
South Africa, Turkey, United Arab Emirates and United States. For Release 8.0+ they are also available
for Canada.
· Digits to break dial tone: Default = 2. Range = Up to 3 digits.
During impedance testing, once the system has seized a line, it dials this digit or digits to the line. In some
cases it may be necessary to use a different digit or digits. For example, if analog trunk go via another PBX
system or Centrex, it will be necessary to use the external trunk dialing prefix of the remote system plus
another digit, for example 92.
· Automatic Balance Impedance Match:
These controls can be used to test the impedance of a line and to then display the best match resulting from
the test. Testing should be performed with the line connected but the phone system otherwise idle. To start
testing click Start. The phone system will then send a series of signals to the line and monitor the response,
repeating this at each possible impedance setting. Testing can be stopped at any time by clicking Stop. When
testing is complete, Manager displays the best match and asks whether that match should be used for the line.
If Yes is selected, Manager asks whether the match should be applied to all other analog lines provided by the
same analog trunk card or module. To conform with the Receive Objective Loudness Rating at distances
greater than 2.7km from the central office, on the analogue trunks a receive gain of 1.5 db needs to be
added.
· Quiet Line: Default = Off
This setting may be required to compensate for signal loss on long lines.
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Configuration Menus: System
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3.6.2.2 BRI Trunk Details
This menu is accessed by clicking the View Details link adjacent to a trunk in the Installed Trunks
·
80
table.
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
· Trunk Number
The BRI line number. For information only
· TEI: Default = 0
This is the Terminal Equipment Identifier number associated with the line. It is used to identify each device
connected to a particular ISDN line. For Point-to-Point lines this is 0. It can also be 0 on a Point to Multipoint line,
however if multiple devices are sharing a Point-to-Multipoint line it should be set to 127 which results in the
exchange allocating the TEIs to be used by each device.
BRI Channel Setup
This menu is accessed by selecting the trunk in the Installed Trunks
the Channel Setup panel on the right.
·
80
table and then clicking on the
edit icon in
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
Channel Setup
· No: For information only, not editable.
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· ID/Line Appearance ID: Default = Auto-assigned
This number is used to uniquely identify the telephone line or channel. The number can be assigned to
programmable buttons on extensions to allow the users to make and answer calls on that line or channel.
· Local Number
Information only. Use to store an associated number for test calls to the line.
· Anonymous: Default = No
If selected, withhold sending caller ID information on outgoing calls. For system's with their Mode set to PBX,
this setting can be overridden by the ARS selector used to route the outgoing call.
· Coverage Destination: Default = None.
This option sets where incoming calls should alert in addition to alerting on those extension that have a line
appearance button programmed for the line. When the phone system is in night service mode, calls alert at the
members of the Night Service group.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
· Ring Pattern: Default = 1.
Selects the ring pattern that should be used for calls when alerting on an extension. Calls forwarded, sent to
call coverage or to a hunt group will always use the line ring pattern. Calls direct to an extension will use the
line ringing pattern unless the user has Override Line Ringing set. Not used for calls presented to the user as
a member of the Operator group. This feature is also not used for BST phones.
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3.6.2.3 PRI Trunk Details
This menu is accessed by clicking the View Details link adjacent to a trunk in the Installed Trunks
·
80
table.
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
Trunk Parameters
· Switch Type: Default = NI2
Options 4ESS, 5ESS, DMS100 and NI2.
· Provider: Default = Local Telco
Select the PSTN service provider (AT&T, Sprint, WorldCom or Local Telco). When set to AT&T, an
additional AT & T Provider Setup menu can be accessed using a button below the menu.
· Test Number:
Used to remember the external telephone number of this line to assist with loop-back testing. For information
only.
· Send Redirecting Number: Default = Off
· Clock Quality: Default = Network
Leave as Network unless advised otherwise by Avaya.
· Framing: Default = ESF
Selects the type of signal framing used (ESF or D4).
· CRC Checking: Default = On
Turns CRC on or off.
· Zero Suppression: Default = B8ZS
Selects the method of zero suppression used (B8ZS or AMI ZCS).
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Configuration Menus: System
· CSU Operation:
Tick this field to enable the T1 line to respond to loop-back requests from the line.
· Line Signaling: Default = CPE
The field can be set to either CPE (Customer Premises Equipment) or CO (Central Office). This field should
normally be left at its default of CPE. The setting CO is normally only used in lab back-to-back testing.
· Haul Length: Default = 0-115 feet
Sets the line length to a specific distance.
· Channel Unit: Default = Foreign Exchange
This field should be set to match the channel signaling equipment provided by the Central Office. The options
are Foreign Exchange, Special Access or Normal.
Dial Plan
The dial plan is used to apply number translations to the digits received by the line for output to the line provider and to
indicate any special service required from the line provider, for example to withhold the call ID. The default dial plan is as
shown below.
Dialled Number
Result
Action
xxxxxxxxxxN
N
Dial
0N;
0N
Dial
1N;
1N
Dial
N;
N
Dial
911
911
Dial
*2xxN
*2N
Dial
*3xxN
*3N
Dial
*xxN
*N
Dial
*65
Explicitly not Anonymous
*67
Call Anonymously
PRI Channels
This menu is accessed by selecting the trunk in the Installed Trunks
the Channel Setup panel on the right.
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table and then clicking on the
edit icon in
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·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
· No: For information only, not editable.
· ID/Line Appearance ID: Default = Auto-assigned
This number is used to uniquely identify the telephone line or channel. The number can be assigned to
programmable buttons on extensions to allow the users to make and answer calls on that line or channel.
· Admin: Default = In Service
Options are In Service, DID Only, Maintenance and Out of Service.
· Anonymous: Default = No
If selected, withhold sending caller ID information on outgoing calls. For system's with their Mode set to PBX,
this setting can be overridden by the ARS selector used to route the outgoing call.
· Coverage Destination: Default = None.
This option sets where incoming calls should alert in addition to alerting on those extension that have a line
appearance button programmed for the line. When the phone system is in night service mode, calls alert at the
members of the Night Service group.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
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· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
· Ring Pattern: Default = 1.
Selects the ring pattern that should be used for calls when alerting on an extension. Calls forwarded, sent to
call coverage or to a hunt group will always use the line ring pattern. Calls direct to an extension will use the
line ringing pattern unless the user has Override Line Ringing set. Not used for calls presented to the user as
a member of the Operator group. This feature is also not used for BST phones.
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PRI Channel Setup
This menu is accessed by selecting the trunk in the Installed Trunks 80 table and then clicking on the
the Channel Setup panel on the right. Select the required channel and then click on View Details.
edit icon in
VMS Settings
These settings are used to control when and how quickly the system will use one of its auto attendants to answer a
currently unanswered call.
·
! WARNING - Reboot Required
Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
131
for the changes to take effect.
· VMS Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the
system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
· VMS Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when
the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
· VMS Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to
the selected auto attendant. The options are:
· Always
Redirect calls when the system is in both day and night service modes.
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Configuration Menus: System
· Day Only
Redirect calls only when the system is not in night service.
· Night Only
Redirect calls only when the system is in night service.
· Never
Do not redirect calls.
· VMS Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.
Gains
These settings are used to adjust the signal received and sent by the system.
· Tx Gain: Default = 0dB
Sets the transmit gain applied to the outgoing signal sent from the system.
· Rx Gain: Default = 0dB
Sets the receive gain applied to the incoming signal received by the system.
Service Settings
This panel is usable for trunks where the Provider
channel.
92
is set to AT&T. It allows selection of the service provided on the
· Service
The service required by the call from SDN (inc GSDN), MegaCom800, MegaCom, Wats, Accunet, ILDS,
I800, ETN, Private Line or AT&T Multiquest. The option Call by Call sets the channel to use the service
that matches the dialed number, as set in the trunk's Call by Call settings.
Channel Setup
· Local Number
Information only. Use to store an associated number for test calls to the line.
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PRI Advanced AT&T Specific Setup
These settings are only available for a PRI trunk which has its Provider 92 setting set to AT&T. This menu is accessed by
clicking the View Details link adjacent to a trunk in the Installed Trunks 80 table and then clicking the AT&T Provider
Setup button at the bottom of the screen.
TNS Code
· TNS Codes
This table is used to set the TNS (Transit Network Selection) information element for 4ESS and 5ESS exchanges. It
is also used to set fields in the NSF information element. These are prefixes for alternative long distance carriers.
When a number dialed matches an entry in the table, that pattern is stripped from the number before being sent
out. For example, if the pattern 10XXX is added to this tab, when 10288 is dialed, the 10 is removed and 288 is
placed in the calls TNS and NSF information fields.
Special
· Short code:
The number dialed by the user.
· Number:
The number to be dialed to line.
· Special: Default = No Operator
The available options are No Operator, Local Operator or Presubscribed Operator.
· Plan: Default = National
The available options are National or International.
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An example set of settings would be:
Short Code
Number
Special
Plan
011N
010N
N
No Operator
International
N
Local Operator
International
01N
N
Local Operator
National
00N
N
Presubscribed Operator
National
0N
N
Presubscribed Operator
National
1N
1N
No operator
National
Call By Call
Settings in this tab are only used when calls are routed via a channel which has its Service set to Call by Call. It allows
short codes to be created to route calls to a different services according to the number dialed. Call By Call reduces the
costs and maximizes the use of facilities. Call By Call chooses the optimal service for a particular call by including the
Bearer capability in the routing decision. This is particularly useful when there are limited resources.
· Short Code:
The number dialed.
· Number:
The number to be dialed to line.
· Service: Default = AT&T
The service required by the call from SDN (inc GSDN), MegaCom800, MegaCom, Wats, Accunet, ILDS, I800,
ETN, Private Line or AT&T Multiquest.
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3.6.2.4 PRI Trunk (ESTI)
The settings for an ESTI PRI trunk can be changed by double clicking on the trunk entry in the Installed Trunks
table. Adjust the values are required and then click on Save.
·
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Channel Setup
This menu is accessed by selecting the trunk in the Installed Trunks
the Channel Setup panel on the right.
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for the changes to take effect.
· No: For information only, not editable.
· ID/Line Appearance ID: Default = Auto-assigned
This number is used to uniquely identify the telephone line or channel. The number can be assigned to
programmable buttons on extensions to allow the users to make and answer calls on that line or channel.
· Local Number
Information only. Use to store an associated number for test calls to the line.
· Anonymous: Default = No
If selected, withhold sending caller ID information on outgoing calls. For system's with their Mode set to PBX,
this setting can be overridden by the ARS selector used to route the outgoing call.
· Coverage Destination: Default = None.
This option sets where incoming calls should alert in addition to alerting on those extension that have a line
appearance button programmed for the line. When the phone system is in night service mode, calls alert at the
members of the Night Service group.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
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· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
· Ring Pattern: Default = 1.
Selects the ring pattern that should be used for calls when alerting on an extension. Calls forwarded, sent to
call coverage or to a hunt group will always use the line ring pattern. Calls direct to an extension will use the
line ringing pattern unless the user has Override Line Ringing set. Not used for calls presented to the user as
a member of the Operator group. This feature is also not used for BST phones.
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3.6.2.5 T1 Trunk Details
This menu is accessed by clicking the View Details link adjacent to a trunk in the Installed Trunks
·
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· Clock Quality: Default = Network
Leave as Network unless advised otherwise by Avaya.
· Framing: Default = ESF
Selects the type of signal framing used (ESF or D4).
· CRC Checking: Default = On
Turns CRC on or off.
· Zero Suppression: Default = B8ZS
Selects the method of zero suppression used (B8ZS or AMI ZCS).
· CSU Operation:
Tick this field to enable the T1 line to respond to loop-back requests from the line.
· Line Signaling: Default = CPE
The field can be set to either CPE (Customer Premises Equipment) or CO (Central Office). This field should
normally be left at its default of CPE. The setting CO is normally only used in lab back-to-back testing.
· Haul Length: Default = 0-115 feet
Sets the line length to a specific distance.
· Channel Unit: Default = Foreign Exchange
This field should be set to match the channel signaling equipment provided by the Central Office. The options
are Foreign Exchange, Special Access or Normal.
T1 Channels
This menu is accessed by selecting the trunk in the Installed Trunks
the Channel Setup panel on the right.
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· No: For information only, not editable.
· ID/Line Appearance ID: Default = Auto-assigned
This number is used to uniquely identify the telephone line or channel. The number can be assigned to
programmable buttons on extensions to allow the users to make and answer calls on that line or channel.
· In Service: Default = Out of Service.
The setting can be used to sets whether the trunk channel is in use.
· Coverage Destination: Default = None.
This option sets where incoming calls should alert in addition to alerting on those extension that have a line
appearance button programmed for the line. When the phone system is in night service mode, calls alert at the
members of the Night Service group.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
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· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
· Ring Pattern: Default = 1.
Selects the ring pattern that should be used for calls when alerting on an extension. Calls forwarded, sent to
call coverage or to a hunt group will always use the line ring pattern. Calls direct to an extension will use the
line ringing pattern unless the user has Override Line Ringing set. Not used for calls presented to the user as
a member of the Operator group. This feature is also not used for BST phones.
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T1 Channel Setup
This menu is accessed by selecting the trunk in the Installed Trunks 80 table and then clicking on the
the Channel Setup panel on the right. Select the required channel and then click on View Details.
·
edit icon in
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Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
VMS Settings
These settings are used to control when and how quickly the system will use one of its auto attendants to answer a
currently unanswered call.
·
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Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
· VMS Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the
system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
· VMS Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when
the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
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· VMS Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to
the selected auto attendant. The options are:
· Always
Redirect calls when the system is in both day and night service modes.
· Day Only
Redirect calls only when the system is not in night service.
· Night Only
Redirect calls only when the system is in night service.
· Never
Do not redirect calls.
· VMS Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.
Type Settings
· No: For information only, not editable.
· ID/Line Appearance ID: Default = Auto-assigned
This number is used to uniquely identify the telephone line or channel. The number can be assigned to
programmable buttons on extensions to allow the users to make and answer calls on that line or channel.
· Type: Default = Out of Service
The T1 emulates the following connections (Ground Start, Loop Start, E & M - TIE, E & M - DID, E & M
Switched 56K, Direct Inward Dial, Clear Channel 64K or Out of Service). Trunks set to E & M - DID will
only accept incoming calls. If E&M - TIE is selected and the Outgoing Trunk Type is set to Automatic, no
secondary dial tone is provided for outgoing calls on this channel.
· Incoming Trunk Type: Default = Wink-Start
Used for E&M types only. The handshake method for incoming calls (Automatic, Immediate, Delay Dial or
Wink-Start).
· Outgoing Trunk Type: Default = Wink-Start
Used for E&M types only. The handshake method for outgoing calls (Automatic, Immediate, Delay Dial or
Wink-Start).
Gains
These settings are used to adjust the signal received and sent by the system.
· Tx Gain: Default = 0dB
Sets the transmit gain applied to the outgoing signal sent from the system.
· Rx Gain: Default = 0dB
Sets the receive gain applied to the incoming signal received by the system.
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T1 Advanced Channel Setup
This menu is accessed by clicking the Advanced button on the channel setup menu. Only adjust these values under
guidance from the line provider.
·
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Changing any of these settings requires the system to be rebooted
Rebooting the system will end all calls currently in progress.
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3.6.3 SIP Trunks
This menu is used to add SIP trunks to the phone system configuration. The menu is accessed by selecting System in the
menu bar and clicking SIP Trunks.
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Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
SIP Trunk Pre-Requisites
Before adding any SIP trunks, the system must be configured to support SIP operation:
· SIP Trunk Channel Licenses
The system can support 3 simultaneous SIP calls without needing licenses. Additional simultaneous calls, up to
20 in total, require the addition of licenses to the configuration.
· VCM Channels
Note that for SIP calls the system also requires VCM channels. For a system those are provided by
installing IP500 Combination base cards. Each of these cards (up to 2) provides 10 VCM channels.
· STUN Settings
The system's STUN settings need to be configured to allow it to connect to the Internet for SIP calls. This is
done through the STUN Settings for Network panel of the system's Advanced settings menu.
SIP Trunk List
· ! WARNING - Reboot Required
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Rebooting the system will end all calls currently in progress.
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for the changes to take effect.
· Descriptive Name
A name for the trunk. This is affect the trunks operation.
· Domain Name: Default = Blank
Each SIP Trunk configuration has a unique ITSP Domain name needed by SIP end points in order to register with
the IP Office. This is a string which may be directly resolved to an IP Address, or may require DNS lookup to
resolve the domain name to the Service provider’s address. If this field is left blank, registration is against the
LAN IP address.
· Number of Channels: Default = 10
Number of trunk channels between 1 and 24.
· Authentication Name: Default = Blank.
This value is provided by the SIP ITSP.
· Password: Default = Blank.
This value is provided by the SIP ITSP.
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· Details
Clicking on Details will display the additional settings for the selected SIP trunk.
SIP Trunk Details
This menu is accessed by selecting System and then SIP Trunks from the menu bar. Select the trunk required and click
on Details.
Trunk Parameters
· Proxy Server Address
In exceptional circumstances, the IP Address of the proxy server may be explicitly identified as either a different IP
Address, or a different domain address resolvable by DNS.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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· DNS Server Address
If the proxy server address is set to a named server, the address of the DNS server used for name resolution
should be entered here.
· Mobility Caller ID Format
This option corresponds to the standard "draft-ietf-sip-privacy-04". The options are None, Remote Party ID, P
Asserted ID or Diversion Header.
· Use Tel URI: Default = Off.
Use Tel URI format (for example TEL: +1-425-555-4567) rather than SIP URI format (for example name@example.
com). This affects the From field of outgoing calls.
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· Check OOS: Default = On. Software level = 8.0+.
When enabled, the system will regularly check if the trunk is in service. Checking that SIP trunks are in service
ensures that outgoing calls are not delayed waiting for response on a SIP trunk that is not currently usable.
Depending on the trunk's Transport Protocol, the trunks current service status is checked using the following
methods:
· For all trunks, regular OPTIONS messages are sent. If no reply is received, the trunk is taken out of
service.
· For TCP trunks, if the TCP connection is disconnected the trunk will be taken out of service.
· For trunks using DNS, if the IP address is not resolved or the DNS resolution has expired, the trunk is
taken out of service.
· Call Routing Method: Default = Request URI. Software level = 8.0+.
This field allows selection of which part of the incoming SIP information should be used for the incoming number.
The options are to match either the Request URI or the To Header element provided with the incoming call.
· Association Method: Default = By Source IP address. Software level = 8.0+.
This field sets the method by which a SIP line is associated with an incoming SIP request. The search for a line
match for an incoming request is done against each line until a match occurs. If no match occurs, the request is
ignored. This method allow multiple SIP lines with the same address settings. This may be necessary for scenarios
where it may be required to support multiple SIP lines to the same ITSP. For example when the same ITSP
supports different call plans on separate lines or where all outgoing SIP lines are routed from the system via an
additional on-site system.
· By Source IP Address
This option uses the source IP address and port of the incoming request for association. The match is against
the configured remote end of the SIP line, using either an IP address/port or the resolution of a fully qualified
domain name. This matches the method used by pre-8.0 systems.
· "From" header hostpart against ITSP domain
This option uses the host part of the From header in the incoming SIP request for association. The match is
against the line's Domain Name.
· R-URI hostpart against ITSP domain
This option uses the host part of the Request-URI header in the incoming SIP request for association. The
match is against the line's Domain Name.
· "To" header hostpart against ITSP domain
This option uses the host part of the To header in the incoming SIP request for association. The match is
against the line's Domain Name.
· "From" header hostpart against DNS-resolved ITSP domain
This option uses the host part of the FROM header in the incoming SIP request for association. The match is
found by comparing the FROM header against a list of IP addresses resulting from resolution of the line's
Domain Name or, if set, the Proxy Server Address.
· "Via" header hostpart against DNS-resolved ITSP domain
This option uses the host part of the VIA header in the incoming SIP request for association. The match is
found by comparing the VIA header against a list of IP addresses resulting from resolution of the line's Domain
Name or, if set, the line's Proxy Server Address.
· "From" header hostpart against ITSP proxy
This option uses the host part of the “From” header in the incoming SIP request for association. The match is
against the line's Proxy Server Address.
· "To" header hostpart against ITSP proxy
This option uses the host part of the From header in the incoming SIP request for association. The match is
against the line's Proxy Server Address.
· R-URI hostpart against ITSP proxy
This option uses the host part of the Request-URI in the incoming SIP request for association. The match is
against the line's Proxy Server Address.
· Calls Route Via Registrar: Default = On
Normally SIP REGISTER requests and INVITE requests use the same server destination. This option should only be
deselected when the service provider does not expect REGISTER requests to go to the same destination as the
INVITE requests. You should only set this under specific instruction from the service provider.
· Separate Registrar
This field is available when Calls Route Via Registrar is deselected. It is used to enter the address of the SIP server
that should be used for registration. You should only set this under specific instruction from the service provider.
VoIP Parameters
· Compression Mode: Default = Automatic Selection
This defines the type of compression which is to be used for calls on this line.
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· VOIP Silence Suppression: Default = Off
When selected, this option will detect periods of silence on any call over the line and will not send any data during
those silent periods.
· Call Initiation Timeout: Default = 4 seconds.
Sets how long to wait for successful connection before treating the line as busy.
· RE-Invite Supported: Default = Off.
When enabled, Re-Invite can be used during a session to change the characteristics of the session, for example
when the target of an incoming call or a transfer does not support the codec originally negotiated on the trunk.
Requires the ITSP to also support Re-Invite.
· DTMF Support: Default = RFC2833
This setting is used to select the method by which DTMF key presses are signaled to the remote end. The supported
options are In Band, RFC2833 or Info.
· Use Offerer's Codec: Default = Off.
Normally for SIP calls, the answerer's codec preference is used. This option can be used to override that behavior
and use the codec preferences offered by the caller.
· Registration Expiry: Default = 60 minutes.
This setting defines how often registration with the SIP ITSP is renewed following any previous registration.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· PRACK/100rel Supported: Default = Off. Software level = 8.0
This option sets whether Provisional Reliable Acknowledgement (PRACK) and 100rel are enabled. 100rel allows SDP
negotiation to be completed while the call is in ringing state and allows further media changes for announcements
or progress tones before a call is actually answered. PRACK, as defined in RFC 3262, provides a mechanism to
ensure the delivery of provisional responses such as announcement messages. Provisional responses provide
information on the status of the call request that is still in progress.
· Example: When a call to a mobile or cell phone is in the process of being connected, there may be a delay
while the cell phone is located. Provisional information allow features such as an announcement "please wait
while we attempt to reach the subscriber" to be played while the call setup is still in progress.
·
Fax Transport Support: Default = Off. Software level = 8.0+
This option is only available if Re-Invite Supported is selected. When enabled, the system performs fax tone
detection on calls routed via the line and, if fax tone is detected, renegotiates the call codec as configured below.
The SIP line provider must support the selected fax method and Re-Invite.
· None
Select this option if fax is not supported by the line provider.
· G711
G711 is used for the sending and receiving of faxes.
· T38
T38 is used for the sending and receiving of faxes.
· T38 Fallback
T38 is used for the sending and receiving of faxes. On outgoing fax calls, if the called destination does not
support T38, a re-invite it sent for fax transport using G711.
Refer Support
· Refer Support: Default = On.
REFER is the method used by many SIP devices, including SIP trunks, to transfer calls. These settings can be used
to control whether REFER is used as the method to transfer calls on this SIP trunk to another call on the same
trunk. If supported, once the transfer has been completed, the IP Office system is no longer involved in the call. If
not supported, the transfer may still be completed but the call will continue to be routed via the IP Office.
· Incoming: Default = Auto
Select whether REFER can or should be used when an attempt to transfer an incoming call on the trunk results in
an outgoing call on another channel on the same trunk. The options are:
· Always
Always use REFER for call transfers that use this trunk for both legs of the transfer. If REFER is not supported,
the call transfer attempt is stopped.
· Auto
Request to use REFER if possible for call transfers that use this trunk for both legs of the transfer. If REFER is
not supported, transfer the call via the system as for the Never setting below.
· Never
Do not use REFER for call transfers that use this trunk for both legs of the transfer. The transfer can be
completed but will use 2 channels on the trunk.
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· Outgoing: Default = Auto
Select whether REFER can or should be used when attempt to transfer an outgoing call on the trunk results in an
incoming call on another channel on the same trunk. This uses system resources and may incur costs for the
duration of the transferred call. The options available are the same as for the Incoming setting.
SIP Channel List
This menu is accessed by selecting System and then SIP Trunks from the menu bar. Select the trunk required and click
on Details. Click on the
edit icon in the Channel Setup panel.
· Channel
Channel number, cannot be edited.
· Appearance ID
Appearance ID numbers can be used to associate each channel a Line Appearance button on phones that support
button programming. That button can then be used to make and answer calls using the channel. The line
appearance ID for each channel is automatically assigned to those channels that have their Direction set as
Bothways.
· Display Name: Default = Use Authentication Name
This field sets the 'Name' value for SIP calls.
· Authentication Name
When making a call, some service providers will often send an authentication challenge to validate the call before it
is connected. This challenge requires the INVITE is re-submitted with Authentication data, including a network
account name (provided by the service provider during installation). The network account name is the “Auth name”.
It can be blank, in which case the Local URI is used.
· Password: Default = Blank.
This value is provided by the SIP ITSP.
·
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system will end all calls currently in progress.
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· Details
Clicking on Details will display the additional settings for the selected SIP trunk channel.
· Appearance ID
Appearance ID numbers can be used to associate each channel a Line Appearance button on phones that
support button programming. That button can then be used to make and answer calls using the channel. The
line appearance ID for each channel is automatically assigned to those channels that have their Direction set
as Bothways.
· Direction: Default = Bothways
Sets the allowed operation mode of the line. For systems running in Key mode, a line can be set to either
Bothway (incoming and outgoing) or Incoming Call by Call (incoming only). For a system running in PBX
mode, a line can be set to either Bothway (incoming and outgoing) or Call by Call (incoming and outgoing).
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· Bothway
When set to Bothway, incoming calls are presented to line appearance buttons matching the channels
Appearance ID and to the channels Coverage Destination if set. For Key mode systems, outgoing calls
are routed to the channel by pressing the matching line appearance button selection or by automatic line
selection. In addition, on PBX mode systems, outgoing calls can be routed to the channel by including the
line appearance in the ARS Selector 67 that matches the dialed digits.
· Incoming Call by Call
For systems running in Key mode, when set to Incoming Call by Call, incoming calls are routed using
the Call by Call table. The Appearance ID, Coverage Destination and Ring Pattern fields are greyedout as those settings are not applied. The trunk channel is not used for outgoing calls.
· Call by Call
For systems running in PBX mode, when set to Call by Call, incoming calls are routed using the Call by
Call table. The Appearance ID, Coverage Destination and Ring Pattern fields are greyed-out as those
settings are not applied. In PBX mode, call by call entries can be used given ARS selector numbers (see
below) which allow the trunk channel to also be used for outgoing calls.
· Local URI:
The user part of the SIP URI. This specifies the contents of the FROM field when making a call (sending an
INVITE).
·
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system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· Anonymous:
Withhold the calling parties information.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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· Registration Required
When selected, each local URI with unique Authentication credentials will register independently.
· P-Assert-ID
If this field is configured, the channel can be used in SIPConnect Option 1 model for separating Public and
Private PSTN identity (Sipconnect technical recommendation v 10, section 12.1.1). You can only use Explicit
CLI configurations over SIP if using Option1 model for identity. In this case, calls over this channel will always
have a fixed P-Assert-ID, but the From field may vary.
· Coverage Destination: Default = None.
This option sets where incoming calls should alert in addition to alerting on those extension that have a line
appearance button programmed for the line. When the phone system is in night service mode, calls alert at the
members of the Night Service group.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
131
for the change to take effect. Rebooting the
· The Coverage Destination is not used for SIP trunks with their direction set to Incoming Call by Call.
· Ring Pattern: Default = 1.
Selects the ring pattern that should be used for calls when alerting on an extension. Calls forwarded, sent to
call coverage or to a hunt group will always use the line ring pattern. Calls direct to an extension will use the
line ringing pattern unless the user has Override Line Ringing set. Not used for calls presented to the user as
a member of the Operator group. This feature is also not used for BST phones.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
131
for the change to take effect. Rebooting the
· VMS Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the
system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
· VMS Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when
the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
· VMS Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to
the selected auto attendant. The options are:
· Always
Redirect calls when the system is in both day and night service modes.
· Day Only
Redirect calls only when the system is not in night service.
· Night Only
Redirect calls only when the system is in night service.
· Never
Do not redirect calls.
· VMS Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.
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SIP Call by Call List
This menu is accessed by selecting System and then SIP Trunks from the menu bar. Select the trunk required and click
on Details. Click on the
edit icon in the Call by Call panel.
SIP Call By Call List
These settings are used to match calls received on SIP trunks channels set to Incoming Call-by-Call. For systems
operating in Key System mode, the default entry is used for all calls for which there is no other match and is fixed to
route those calls to the Operator Group.
· ARS
This setting is only shown for PBX mode systems. For those systems, each call-by-call entry can be assigned to an
ARS Selector 67 number. That selector number can then be used as the destination for outgoing calls.
· Local URI:
The user part of the SIP URI. This specifies the contents of the FROM field when making a call (sending an INVITE).
· Destination
Where incoming calls with matching digits should be routed. The drop-down list contains the extensions and groups
on the IP Office system.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
· 76: Modem
The option 76: Modem can be selected to route the call to the systems built in V32 modem function. This is
only intended for basic access by system maintainers.
· Auto Attendant
Any configured voicemail auto attendants can be selected as the call destination.
· Authentication Name
When making a call, some service providers will often send an authentication challenge to validate the call before it
is connected. This challenge requires the INVITE is re-submitted with Authentication data, including a network
account name (provided by the service provider during installation). The network account name is the “Auth name”.
It can be blank, in which case the Local URI is used.
· Password: Default = Blank.
This value is provided by the SIP ITSP.
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· Details
This control can be used to display additional settings associated with the call by call entry.
· Display Name: Default = Use Authentication Name
This field sets the 'Name' value for SIP calls using this URI.
· P-Assert-ID
If this field is configured, the channel can be used in SIPConnect Option 1 model for separating Public and
Private PSTN identity (Sipconnect technical recommendation v 10, section 12.1.1). You can only use Explicit
CLI configurations over SIP if using Option1 model for identity. In this case, calls over this channel will always
have a fixed P-Assert-ID, but the From field may vary.
· Registration Required
When selected, each local URI with unique Authentication credentials will register independently.
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Dial Plan Settings
This menu is accessed by selecting System and then SIP Trunks from the menu bar. Select the trunk required and click
on Details. Click on the
edit icon in the Dial Plan panel.
The dial plan is used to apply number translations to the digits received by the line for output to the line provider and to
indicate any special service required from the line provider, for example to withhold the call ID. The default dial plan is as
shown below.
Incoming Number Filter
The default incoming number filter simply converts international USA numbers received into local 10 digit numbers.
However, it is also useful for mapping PC calls (from skype, google, windows etc) into a dialable number plan. One nice
way to use this is to map PC calls into numbers in area code "555".
This menu is accessed by selecting System and then SIP Trunks from the menu bar. Select the trunk required and click
on the
edit icon in the Dial Plan panel. Then click on the
edit icon in the Incoming Number Filter panel.
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· Incoming Number
Used to match the incoming number received.
· Result
The replacement for the incoming number.
· Include in Dial Plan
When you select include in dial plan, the system will automatically substitute the number you dial for outgoing calls
as well.
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3.6.4 Auxiliary Equipment
This menu is accessed by selection System in the menu bar and clicking Auxiliary Equipment. The menu is used to
configure the operation of a range of additional equipment that may be connected to the system.
Contact Closure
The phone system has two ports which can be connected to external relay systems, for example systems used to open
doors. These connect to the Ext O/P socket on the rear of the system's control unit. Refer to the installation manual for
details.
Once a external relay system is connected, you can configure which extension users are able to activate the relay ports
and the type of activation (open, close, pulse).
There are two separate menus, one for Contact Closure Group 1 and one for Contact Closure Group 2. Each has the
same range of settings.
· Contact Closure Type: Default = 3 Seconds On.
Sets how long the closure is activated when a user presses a contact closure button. The options are 1 Second
On, 3 Seconds On, 5 Seconds On and Toggle. (change the contact between open or closed).
· Extensions to be enabled: Default = None.
This table is used to select which user extensions are able to activate the contact closure by dialing feature
codes at their extension or using programmable buttons set to the Contact Closure feature.
Door Phone
Up to two analog extension ports can be configured as door phones. When either door phone is taken off-hook, the other
extensions configured below are alerted and can answer the door phone user. This option is typically used to connect a
phone in a public area to a receptionist or similar.
There are two sets of settings, one for Door Phone 1 and one for Door Phone 2. Each has the same range of settings.
· Door Phone Extns: Default = None.
Use the drop down list to select the extension to which the door phone is connected. The Equipment setting of
the user is automatically set to Door Phone 1 or Door Phone 2 by this.
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Configuration Menus: System
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
131
for the change to take effect. Rebooting the
· Door Phone Alert Extns: Default = None.
This table is used to select which extensions are alerted and can answer when the door phone is taken off
hook.
Music on Hold
The phone system supports an external music on hold source. This connects to the Audio port on the rear of the system's
control unit. You can configure whether the input to this port is played to callers when they are put on hold.
The music on hold input can also be played to callers being transferred rather than ringing tone. That behaviour is
controlled by the system's Ring on Transfer setting.
· Status: Default = Active.
If enabled, the system will use the external music source connected to the phone system. If not enabled, the
system provides a double beep tone repeated every 5 seconds.
SMDR
The phone system can log call details at the end of each call. These SMDR records (Station Message Detail Recording) can
be sent to a specified IP address where they can be collected and processed by 3rd party call logging software.
· SMDR output: Default = Off
This control can be used to switch the output of SMDR on or off.
· IP Address: Default = 0.0.0.0 (Listen).
The destination IP address for SMDR records.
· TCP Port: Default = 0.
The destination IP port for SMDR records.
· Record to Buffer: Default = 500. Range = 10 to 3000.
The phone system can buffer up to 3000 SMDR records if it detects a communications failure with destination
address. When the buffer is full, each new record overwrites the oldest record.
· Call Splitting for Diverts: Default = Off.
When enabled, for calls forwarded off-switch using an external trunk, the SMDR produces separate initial call
and forwarded call records. This applies for calls forwarded by forward unconditional, forward on no answer or
forward on busy. The two sets of records will have the same Call ID. The call time fields of the forward call
record are reset from the moment of forwarding on the external trunk.
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3.6.5 User Preferences
These settings relate to the service user account that you are using to administer the system configuration.
User Details
These settings relate to the account which you have used to login to the IP Office Web Manager menus. You can use the
fields to change the name and password.
· Name
This field is not changeable when logged in using that account. It shows the name set for the login account of up to
31 characters. For service users other than Administrator and BusinessPartner, the name can be changed by
the BusinessPartner account user through the Service Users 123 menu. The name for the Administrator and
BusinessPartner users cannot be changed.
· Language
Select the preferred language that you want used for the menus.
· Enable Change Password
When set to Yes, you can use the Password field to enter a new password.
· Password
Enter the new password that you want to use for logging in to IP Office Web Manager. You can set a password of
up to 31 characters. The BusinessPartner account user can also change the password for accounts, other than
Administrator, through the Service Users 123 menu.
Application Preferences
These settings affect how the IP Office Web Manager menus operate. They do not affect the configuration of the system.
· Theme: Default = Default.
The theme selected changes the look and feel of the IP Office Web Manager menus.
· Enable Caching: Default = Yes.
When a IP Office Web Manager menu is first displayed, the setting values to show for the menu are requested from
the system. The IP Office Web Manager menu can then temporarily store (cache) those values.
· If Enable Caching is enabled, when the menu is next displayed, the cached values are used rather than being
requested from the system again.
· If Enable Caching is disabled, when a menu is next displayed, the values for setting in the menu are
requested again from the system.
· Config. Sync. Frequency: Default = 60 seconds.
Changes to the system configuration can occur from other sources while you have the configuration open in IP
Office Web Manager. For example a user may change their do not disturb numbers through the menu on their
phone. This setting controls how often the IP Office Web Manager menus should check if changes have occurred.
· If Config. Sync. is enabled, the settings on the system are rechecked using the set frequency. If they have
changed, the action performed depends on the Automatic Updates setting below.
· If Config. Sync. is disabled, the current settings on the system are not rechecked at regular intervals.
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Configuration Menus: System
· Automatic Updates: Default = Yes.
Changes to the system configuration can occur from other sources while you have the configuration open in IP
Office Web Manager. For example a user may change their do not disturb numbers through the menu on their
phone. If Automatic Updates is enabled, when changes are made elsewhere while you are logged into IP Office
Web Manager, the settings shown in IP Office Web Manager are updated. If Automatic Updates is disabled, when
changes occur elsewhere you will be altered and prompted to select an action.
Service Users
This menu is only usable by a user logged in using the BusinessPartner name and password. The menu allows them to
create and configure additional accounts for use with IP Office Web Manager.
This menu is access by selecting System in the menu and clicking on User Preferences. Then click the
Role Based Rights panel.
edit icon in
Service Users
· Name
The service user name. This is used as part of the IP Office Web Manager login.
· Access Rights
This field sets what actions the service user can perform.
· Administrator
Service users with this setting can adjust the settings on any menus that they can access.
· End User
Service users with this setting can view the settings on any menus that they can access but can only adjust
their own user settings.
· Task Rights
This field is used to select which menus in the IP Office Web Manager interface the service user can access: Own
User, User, Group, Auto Attendant, System, Dashboard (Home), Trunks, SIP Trunks, Backup, Restore,
Upgrade, Registration, Licenses, Auxiliary Equipment, User Preferences, System Status and Automatic
Route Selection.
· Link IPO User
This field is used to associate the service user account with an extension on the system.
· Password
This column provides controls to either change or reset the service user's password.
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Configuration Menus: System
3.6.6 License
This menu is used to enter and display the licenses that the system has. The menu is access by selecting System in the
menu bar and clicking on Licenses.
Each license is a unique 32-character string based on the feature being licensed and the Feature Key number of the
System SD card installed in the system control unit. The Feature Key number is shown on the Home 36 menu and
should be used when requesting licenses.
License keys can be cut and pasted into the Key field. Entering licenses manually is liable to errors caused by miskeying of
the correct 32-character string.
Licenses
Licenses are required for some features. The license keys are entered into the system configuration and are based on the
unique Feature Key number of the System SD card installed in the system and the feature being enabled.
· Software Upgrade Licenses
Existing systems being upgraded to IP Office Release 8.0 will require an upgrade license.
· New IP500v2 Systems
For the first 90 days, a new IP500v2 control unit will run any supported IP Office Release without
requiring an upgrade license. The highest level run is written into the system's memory (not the
SD card) and that becomes a permanent entitlement for the control unit. However, after 90 days
the IP500v2 will require an upgrade license if upgraded to a software release higher than any that
it has run in the initial 90 day period.
·
! Warning
Systems upgraded without the appropriate license will display "No license available" and will not
allow any telephony functions.
· SIP Trunk Channel Licenses
The system can support 3 simultaneous SIP calls without needing licenses. Additional simultaneous calls, up to
20 in total, require the addition of licenses to the configuration.
· VCM Channels
Note that for SIP calls the system also requires VCM channels. For a system those are provided by
installing IP500 Combination base cards. Each of these cards (up to 2) provides 10 VCM channels.
· IP500 PRI Channel Licenses
The IP500 PRI 1 trunk daughter card supports the use of its first 8 channels unlicensed. Use of additional
channels require licenses to be added to the configuration. The maximum number of channels depends on the
current Line Sub-Type setting of the PRI trunk.
· Embedded Voicemail Additional Ports
Unlicensed, the embedded voicemail provided by the system supports 2 simultaneous connections and 15
hours of storage. This can be expanded up to 6 channels by the addition of licenses, each of which enables an
additional two channels. Each license also enables an additional 5 hours of storage.
License List
For each license key entered, the following information is displayed:
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· Key
This is the 32-character license string.
· Type: Information field, not editable.
If the Key is recognized, the name of the feature it licenses is shown in this field. If Invalid is displayed it indicates
that the Key has probably not been correctly entered.
· Status:
This field shows the status of the license.
· Unknown is shown for newly entered licenses until the configuration is sent to the phone system and then
reloaded again.
· Valid is shown if the license key matches the System SD card's Feature Key number.
· Invalid is shown if the license key does not match the SD card serial number.
· Dormant is shown if the license key is valid but is conditional on another license that is not present.
· Obsolete is shown if the license key is valid but the license is no longer used by the version of software
installed in the phone system.
· Expiry Date: Information field, not editable.
Some licenses have an expiry date, for example trial licenses. This field will indicate that date.
· Quantity: Information field, not editable.
This field typically indicates how many items are enabled by the license. The meaning of this will vary depending on
the feature being licensed.
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Configuration Menus: System
3.6.7 System Shutdown
The system should always be shutdown using the following process before it is switched off. This ensure that system
actions such a file writes are completed before the power is removed. It also ensure that the current configuration in the
system's memory is backed up to its System SD card.
The shut down can be either indefinite or for a set period of time after which the system will automatically reboot. This
command performs a indefinite system shutdown. To restart the system power will need to be removed and then
reapplied. To performed a timed shutdown refer to Shutting Down the System 252 .
! WARNINGS
· A shutdown must always be used to switch off the system. Simply removing the power cord or switching off the
power input may cause errors.
· This is not a polite shutdown, any calls and services in operation will be stopped. Once shutdown, the system
cannot be used to make or receive calls until restarted.
· The shutdown process takes up to a minute to complete. When shutdown, the CPU LED and the IP500 base card
LEDs 1 and 9 (if trunk daughter card fitted) will flash red rapidly. The memory card LEDs on the rear of the control
unit are extinguished. Do not remove power from the system or remove any of the memory cards until the system
is in the this state.
· To restart a system when shutdown indefinitely, or to restart a system before the timed restart, switch power to
the system off and on again.
3.7 Monitoring
This menu give access to a series of commands for system maintenance. These are:
· System Status
· Upload Config
127
129
· Erase Security Settings
· Erase Config
129
129
· Memory Card Start
130
· Memory Card Stop
130
· Copy System Card
131
The additional system maintenance commands, Reboot
menus.
131
and System Shutdown
127
are also available from other
System Status
This menu is accessed by selecting Monitoring from the menu bar and clicking on System Status. IP Office System
Status is a separate application from IP Office Web Manager. However it can be launched from within the IP Office Web
Manager pages and uses the same login information.
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To Run IP Office System Status in a Full Window
The Full Window button can be used to start IP Office System Status in a separate browser window.
To Run IP Office System Status as a Separate Application
1. Start you web browser.
2. Enter the IP address of the system in the format http://<IP Address>, for example http://192.168.42.1.
3. The web page shown displays a number of links, select the System Status link.
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Configuration Menus: Monitoring
Upload Config
A configuration file can be uploaded to the system. Configuration files can be created using IP Office Manager.
1. Click Monitoring in the menu bar and select Upload Config.
2. Use the Browse.... button to locate and select the configuration file to be uploaded.
3. Click Upload.
Erase Security Settings
This command will return all security settings back to their defaults, including deleting any additional service users that
have been created through Role Based Rights.
1. Click Monitoring in the menu bar and select Erase Security Settings.
2. Click OK.
Erase Config
This command returns the configuration settings of the system back to their default values. This action does not affect the
system's security settings or audit trail record. This command can also be performed from either of the first two
extensions in the system using the Restart -Defaults command, see Phone Based Administration 29 .
·
! WARNING
This command will reset all settings, including erasing all licenses. This command should only be used if you
have a secure copy of the system configuration.
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1. Click Monitoring in the menu bar and select Erase Config.
2. Click OK.
Memory Card Start
If a memory card has been stopped/shutdown, it needs to be restarted for the system to recognize and use the card.
If the card has been removed from the system's control unit, it is automatically restarted when it is reinserted into the
control unit. This process can be used if the shutdown card has remained in the control unit after being stopped.
1. Click Monitoring in the menu bar and select Memory Card Start.
2. Click OK.
Memory Card Stop
Rather than shutting down the whole system, it is possible to just shut down the system's memory card. Once shutdown
the card can be removed from the system to perform action such as load additional files onto the card or copy files from
the card.
Shutting down the System SD card will halt voicemail services including user mailboxes and auto attendants. In addition,
because the System SD card is used to validate licenses, licensed features will only operate for a further 2 hours before
also halting.
A memory card that has been shutdown can be restarted using IP Office System Status or IP Office Web Manager. If the
card has been removed from the system's control unit, it is automatically restarted when it is reinserted into the control
unit.
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Configuration Menus: Monitoring
1. Click Monitoring in the menu bar and select Memory Card Stop.
2. Click OK.
Copy System Card
If memory cards are present in both the System SD and Optional SD card slots , you can copy all the contents of the
System SD card to the Optional SD card. Depending on the number of files, this process can take up to 30 minutes to
complete.
New files added after the process is started or file changes made after the process is started may not be included.
Therefore it is recommended that this command is used during an idle period if available, for example outside normal
business hours.
1. Click Monitoring in the menu bar and select Copy System Card.
2. Click OK.
Reboot
Some changes require the system to be rebooted before the changes come into effect. Rebooting the system will end all
calls currently in progress.
1. Click Reboot. The command is located in the top right of the IP Office Web Manager screen. The reboot menu is
displayed.
2. Select the type of reboot required.
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· Immediate
If this option is selected, the reboot is started once OK is clicked. Any existing calls are ended without any
warning.
· Free
If this option is selected, after OK is clicked, the system will wait until there are no calls in progress before
starting the reboot process.
· Timed
If this option is selected, a time can also be selected for when the reboot should occur.
3. Click OK.
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Configuration Menus: Monitoring
3.8 Tools
This menu provides access to a number of miscellaneous options.
Online Video Tutorials
This option is a link to the IP Office Knowledgebase website, an Internet site that hosts information for installers and
maintainers of IP Office systems. Note that the link requires you to have an Avaya login name and password.
Version
This menu shows the version of the core software being run by the IP Office system.
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3.9 Information Panels
The panels, up to 3, on the right display summary information for different aspects of the system configuration and vary
depend on the current menu selected.
· Accessing Panel Help
Within each panel you can click the
information.
· Editing Panel Settings
Some panels also include an
help icon to display a summary of the panel and to access further help
edit icon. This can be used to access the appropriate configuration settings.
The various information panels that are displayed are:
· ARS
· Hardware Installed
134
· Auto Attendant
· Incoming Calls
134
· Button Programming
· Call by Call
· Dial Plan
· Outgoing Calls
· SIP Trunks
135
· Do Not Disturb Exceptions
· Features Configured
· Groups
137
139
136
139
· System Information
136
136
· Role Based Rights
· Trunks in Service
· Users
138
138
· Speed Dial Setup
135
· DID Mapping Table
138
· Incoming Number Filter
135
135
· Channel Setup
137
139
139
140
140
ARS
This panel is used to display a summary of the system's Alternate Route
Selection settings.
Auto Attendant
This panel gives a summary of the auto attendant services (up to 9)
currently configured.
· Auto Attendant
For each configured auto attendant, this item lists the current
service being provided by the auto attendant. Each auto
attendant can be configured with different greeting and options
for morning, afternoon, evening and out of hours periods.
· Emergency Greeting
For each auto attendant, this item lists whether the auto
attendant is currently set to play its emergency greeting or not.
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Configuration Menus: Information Panels
Button Programming
This panel shows a summary of the user's current programmable
button settings. Programmable buttons are supported on Avaya phones.
They are not supported on traditional analog phones.
The panel is shown on the User 38 menu. The information changes to
match the currently selected user in that menu. The
edit icon can be
used to access the Button Programming menu to edit the user's
settings.
· Name
The name of the extension user.
· Handset
If a phone is currently connected to the user's extension, the
type of phone is known is indicated here.
Call By Call
This panel shows a summary of the call by call settings configured for
the currently selected SIP trunk in the SIP Trunks 109 menu.
The
edit icon can be used to access the Call by Call Settings menu in
order to edit the settings.
Channel Setup
This panel give a summary of the configured channels of the currently
selected BRI or PRI trunk in the Trunks 80 menu. It is also used for the
currently selected SIP trunk in the SIP Trunks 109 menu.
The
edit icon can be used to access the channel setup menu for the
selected trunk. The menu that appears and the options in the menu will
depend on the trunk type:
· PRI Channel Setup
· T1 Channel Setup
· PRI (ETSI) Channel Setup
· BRI Trunk Channel Setup
· SIP Trunk Channel Setup
Dial Plan
This panel shows a summary of the dial plans configured for the
currently selected SIP trunk in the SIP Trunks 109 menu.
The
edit icon can be used to access the Dial Plan Settings menu in
order to edit the settings.
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DID Mapping Table
This panel give a summary of the configured DID mapping for the
currently selected BRI or PRI trunk in the Trunks 80 menu.
The
edit icon can be used to access the DID Mapping menu for the
selected trunk.
Do Not Disturb Exception
This panel shows a summary of the user's do not disturb settings. The
panel is shown on the User 38 menu. The information changes to match
the currently selected user in that menu.
The
edit icon can be used to access the DND Exception List menu to
edit the user's settings.
· DND Enabled
This item indicates whether do not disturb is currently enabled.
DND can be enabled through editing the user configuration or
through functions on the user's phone.
· DND Exceptions
This item lists the numbers, calls from which, are able to still call
the user when they have do not disturb enabled.
Features Configured
This panel summarizes some key features of the current system
configuration.
· Daylight Saving
This item indicates whether automatic daylight saving time is
enabled. This option is only supported for systems in North
American countries.
· System Trunks per Phone Line
· Physical Extensions Connected
This item lists the number of actual extensions connected. Note
that for some extension types, for example analog extensions,
the system assumes that an extension is connected if a physical
port for connection is installed in the system's control unit.
· Licenses Installed
This item list the number of licenses
configuration.
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added to the system
· Trunks per Phone
For system's running in Key mode, a number of trunks are
automatically assigned to programmable buttons on each user's
extension if possible. This is controlled by the Number of Lines
setting on the System 72 menu.
· Night Service
This item indicates whether the system is currently in night
service or not. In night service, the incoming call routing applied
to calls is changed.
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Configuration Menus: Information Panels
Groups
This panel gives a summary of the hunt groups that have been
configured, that it the groups that contain users as their members. The
number and type of hunt groups supported by the system is fixed. The
groups can be edited through the Groups 52 menu.
· Calling Group 181
This type of group can be set as the Coverage Destination
of a trunk or trunk channel. It can be also the destination of
calls routed using DID call mapping or call-by-call settings.
Calling Group 1 is also used by the Simultaneous Page
function (*70).
· Hunt Group 181
This type of group can be set as the Coverage Destination
of a trunk or trunk channel. It can also be the destination of
calls routed using DID call mapping or call-by-call settings.
· Night Service Group 181
When the system is put into night service, this group
overrides the Coverage Destination of all trunks.
· Operator Group 181
This option is only available for systems with their Mode set
to PBX. By default the group contains the first extension on
the system. For PRI and BRI trunks, it is fixed incoming
destination for calls unless DID Mapping is applied to the call.
It can also be selected as the destination for incoming SIP
calls.
· Pickup Group 181
Users can be pickup calls currently alerting any member of a
pickup group. They do not need to be a member of the
group.
Hardware Installed
This panel shows a summary of the key system hardware. The panel is
shown on the Home 36 page. It is also shown on the Alternate Route
Selection 67 and System 72 menus.
· Control Unit
This is the type of system control unit from which the
configuration has been received.
· Internal Modules
This item lists the internal cards installed in the control unit.
IP500 V2 control unit have 4 card slots. Each can be fitted with a
IP500 base card which typically provides connections for up to 8
extensions. In most cases each base card can also be fitted with a
trunk card which provides support for physical trunk connections
to the base card.
· Expansion Modules
This item lists any external expansion modules attached to the
control unit. These are used to provide ports for the connection of
additional extension and trunks. An IP500 V2 control unit has
ports for connecting up to 8 external expansion modules as long
as the systems number of supported extensions is not exceeded.
· Feature Key
This item shows the feature key number of the feature key dongle
installed in the control unit. This number is used to check and
validate any licenses 125 added to the system configuration. For
IP500 V2 control units, the feature key dongle is the System SD
card installed in the back of the control unit. The feature key
number is also printed on the card label.
· Serial Number
This item is the unique serial number of the control unit.
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Incoming Calls
This panel shows a summary of the incoming call routing. The panel is
shown on the Calling Lists 62 menu.
Incoming Number Filter
This panel shows a summary of the incoming number filters configured
for the currently selected SIP trunk in the SIP Trunks 109 menu.
The
edit icon can be used to access the Incoming Number Filters
menu in order to edit the settings.
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Outgoing Calls
This panel a summary of the configuration of the lists that are used to
control which numbers users can dial when making outgoing calls. The
edit icon can be used to access the List Management 62 menu to edit
the settings.
· Allowed List
Allowed lists are used to enter numbers or types of numbers that
users associated with the list can dial even if they are restricted
from dialing other numbers. Up to 8 such lists, each containing 10
numbers, can be configured.
· Disallowed List
Disallowed lists are used to enter numbers or types of numbers
that users associated with the list cannot dial. Up to 10 such lists
can be configured. Up to 8 such lists, each containing 10
numbers, can be configured.
· Emergency Number List
This list is used to enter numbers that all users can dial at any
time regardless of any other settings that might restrict them
from dialing numbers for outgoing calls. Up to 10 numbers can be
configured in this list.
· Account Codes
Up to 99 account codes can be entered. In addition selected users
can be configured to have to enter an account code whenever
they make an outgoing external call.
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Configuration Menus: Information Panels
Role Based Rights
This panel is used to access the security settings for accounts to use web
based management. Clicking the
edit icon accesses the Service Users
123 menu.
SIP Trunks
This panel displays a summary of the SIP trunks in the system's
configuration. The
edit icon can be clicked to access the SIP Trunks
109 menu.
Speed Dial Setup
This panel shows a summary of the current system speed dials
configured. The
edit icon can be used to access the Speed Dial
menu in order to edit system speed dials.
60
· Speed Dials
This item shows the number of system speed dial numbers that
have been configured. Up to 100 system speed dials can be
configured.
System Information
This panel provides a quick summary of the key system hardware. Most
of the settings shown in this panel can be altered through the System |
System 72 menu if required.
· IP Address
This is the IP address assigned to the LAN port on the back of the
control unit. The address is normally obtained by the system
using DHCP or it can be set manually. Otherwise the address
defaults to 192.168.42.1.
· Sub-Net Mask
This is the sub-net mask associated with the IP address above.
· Default Gateway
This is the default gateway address associated with the IP
address above.
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· System Locale
This is the Country setting of the system. It affects a range of
feature settings including many that are not user configurable and
related to trunk operation. Therefore it is important to ensure that
this setting is correct for the system's actual location.
· Number Assigned to First Extension
This is the extension number of the first extension port in the
system. That is the port that is on the top-left of the first internal
card slot in the control unit (regardless of whether a card is
installed in that port or not). For further details of the extension
numbering options refer to Dial Plan 17 .
· Total Number of Extensions
This item shows the number of extensions supported by the
system. Systems using 2 digit extension numbering support 48
extensions. Systems using 3 digit extension numbering support
100 extensions.
Trunks in Service
This panel shows a summary of the trunks present and the maximum
number of trunks that could be added. SIP trunks are not included.
· Analogue Trunks
This items shows the number of actual analogue trunk ports
installed in the system and the maximum number of such trunk
ports that could be installed.
· PRI Trunks
This item shows the number of PRI trunk ports installed in the
system and the maximum number of such trunk ports that could
be installed. Note that both PRI and BRI trunks cannot be
installed in the same system.
· PRI Channels
Each PRI trunk can support multiple channels. The number of
channels is shown here. Note that the maximum number of
channels is dependent on the particular configuration of the PRI
trunk.
· BRI Trunks
This items shows the number of actual BRI trunk ports installed in
the system and the maximum number of such trunk ports that
could be installed. Note that both PRI and BRI trunks cannot be
installed in the same system.
· BRI Channels
Each BRI trunk can support up to 2 channels. This items shows
the number of BRI channels configured and the maximum
number that could be configured.
Users
This panel gives a summary of the number of users supported by the
system. The panel is shown on the Groups 52 menu and the Calling
Lists 62 menu.
· Total Users
This item shows the number of extensions supported by the
system. Systems using 2 digit extension numbering support 48
extensions. Systems using 3 digit extension numbering support
100 extensions.
· Configured Users
This item shows the number of actual physical extension ports
present in the system.
· Phantom Users
This items shows the number of users present in the configuration
who are not matched by physical extension ports to which a
phone can be connected. These users can still be configured and
used for some functions.
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Chapter 4.
Initial Configuration
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4. Initial Configuration
This section covers the recommended initial configuration actions for a new system. Many of the settings are set by
default, however they should still be checked.
Initial Configuration Processes
·
! Warning
The processes marked (!) in this list are ones which, if the setting is changed, require the system to be restarted
in order for the new setting to take effect. Changing them may also cause other settings to reset back to default
values. These are additional reasons why these settings should be sets as part of initial system configuration.
1. Set the System Mode 145 (!)
The system can operate in either PBX or Key mode.
2. Set the Country 146 (!)
The correct country setting sets a range of internal settings, especially relating to the operation of trunks, that
are otherwise not adjustable through the configuration.
3. Set the Default Language 147 (!)
The system's language for phone displays and voicemail prompts default to the best match to the country
setting. However it should still be checked.
4. Set the Number of Lines 148
This option is used for Key mode systems. If changed it will overwrite existing button programming.
5. Set the Outside Line Prefix 153 (!)
This option is used for PBX mode systems. A prefix is not required but 0 or 9 can be used if required.
6. Adding Licenses 149
The use of and capacity of some features requires licenses added to the configuration.
7. Change the Network Settings 151 (!)
By default, if connected to a customer network the system requests IP address settings as a DHCP client.
8. Set the Emergency Numbers 152
The correct emergency numbers for the country must be set to ensure that they are excluded from any
outgoing call restrictions that may be setup later.
9. Select Music on Hold
153
10.Adjust Automatic Line Selection 154
For users on a Key mode system, if the user simply goes off-hook to make a call, the system needs to use
automatic line selection to determine which of the user's available line or intercom buttons is used for the call.
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Initial Configuration:
4.1 Setting the System Mode (PBX or Key)
The system can operate in either of two modes; PBX or Key. The selected mode affects the system's outgoing call routing
20 and incoming call routing 22 settings.
Default Setting
The default setting for the system's Mode is determined by the type of SD card installed in the system.
· IP Office U-Law
A system fitted with this type of card will default to U-Law telephony and Key mode operation. Intended for
North American locales. System's running in this mode are referred to as IP Office Basic Edition - Quick Mode
systems.
· IP Office A-Law
A system fitted with this type of card will default to A-Law telephony and PBX mode operation. Intended for
locales outside North America. System's running in this mode are referred to as IP Office Basic Edition - Quick
Mode systems.
· IP Office Partner Mode
A system fitted with this type of card will default to U-Law telephony and Key mode operation. Supported only
in North American locales. System's running in this mode are referred to as IP Office Basic Edition - PARTNER
Mode systems.
· IP Office Norstar Mode
A system fitted with this type of card will default to A-Law telephony and Key mode operation. Supported only
in Middle East and North African locales. System's running in this mode are referred to as IP Office Basic
Edition - Norstar Mode systems.
Changing the System Mode
· ! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
· In addition, any existing button programming is removed and all buttons are defaulted according to the
requirements of the selected mode.
1. Click on System in the menu bar and then click on Switch.
2. Change the currently selected Mode to the required setting; PBX or Key.
· Key
The Number of Lines setting is used to automatically assign line appearance buttons on all extensions
with programmable buttons. To make external calls the user should select an available line appearance
button. Outbound call routing is determined by which line appearance button the user selects before
dialing or by the user's automatic line selection settings.
· PBX
No line appearances are automatically assigned to programmable buttons. The Outside Line setting is
used to set the dialing prefix that indicates that the call is an external one for which an available line
should be seized. The Alternate Route Selection 67 settings are used to determine which lines are used
for each outgoing call. Line appearance buttons can also still be configured for making and answering
external calls.
3. Click Save.
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4.2 Setting the System Country
The system's country setting must be correctly set. It is used to adjust the system operation to match the requirements of
telephone service providers and users in that country. Not setting the country correctly may cause problems.
·
! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
Setting the System Country
1. Click on System in the menu bar and then click on Switch.
2. The Country field is used to select the country.
· The supported countries are Argentina, Australia, Bahrain, Belgium, Brazil, Canada, Chile, China,
Customize, Denmark, Egypt, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland,
India, Italy, Korea, Kuwait, Mexico, Netherlands, New Zealand, Norway, Oman, Pakistan, Peru,
Poland, Portugal, Qatar, Russia, Saudi Arabia, Singapore, South Africa, Spain, Sweden,
Switzerland, Taiwan, Turkey, United Arab Emirates, United States, Venezuela.
· When Default is selected, the following additional fields are available:
· Tone Plan: Default = Tone Plan 1
Select a tone plan to be used for different ringing signals such as dial tone and ring tone.
· CLI Type: Default = FSK V23
Set the method for passing caller ID information to analog extensions. The options are DTMF, FSK
Bell 202 or FSK V23.
· Busy Tone Detection: Default = Off
Enable or disable the use of busy tone detection for call clearing.
3. Click Save.
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Initial Configuration: Setting the System Country
4.3 Setting the System Language
Changing the system's country setting
language is used as follows:
146
also automatically changes the systems language to the best match. The
· The messages and menus displayed on phones will be changed to match the language if possible.
· The language used by the systems voicemail services is changed to match the system language if possible.
· For each user, their own language settings can be changed using the user's language
language used on their phone's display and for mailbox access prompts.
216
setting. This affects the
· For each auto attendant, the system language setting can be overridden by the auto attendant's own language
setting.
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Warning: Installed and Available Languages
By default not all languages are included in the voicemail/auto attendant prompt files on the system. If the language
required is not present, either UK English or US English is used. Additional languages can be loaded using IP Office
Manager, they cannot be loaded using IP Office Web Manager. The languages present by default depend on the type of
System SD card used by the system:
· IP Office A-Law SD Card: UK English, French and Spanish.
· IP Office U-Law SD Card: US English, Candian French and Latin Spanish.
· PARTNER SD Card: UK English, French and Spanish.
· Norstar SD Card: UK English, French, Arabic.
Setting the System Language
· ! WARNING - Reboot Required
Changing this setting requires the system to be rebooted
system will end all calls currently in progress.
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for the change to take effect. Rebooting the
1. Click on System in the menu bar and then click on Switch.
2. The Language field is used to select the system language. Possible languages are:
· Arabic, Brazilian Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French,
German, Italian, Korean, Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish
(Argentinean), Spanish (Latin), Spanish (Mexican), Swedish, UK English, US English.
3. Click Save.
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4.4 Setting the Number of Lines
For systems with their Mode 145 set to Key, when the system's Number of Lines setting is changed, the following other
changes to the configuration occur:
· The number of line appearance buttons set on all user extensions is reset to match the Number of Lines values. The
buttons are assigned from button 03 upwards and will overwrite any existing buttons that are set to become line
appearance buttons.
· The user's automatic line selection settings are reset to match the number of lines.
When a system is first installed, the Number of Lines setting is automatically set to match the number of analog trunks
present in the system. This means that all analog lines are automatically added as line appearances and added to the
automatic line selection settings of users. If no analog trunks are present when the system is installed, the setting defaults
to the first 5 lines.
Changing the Number of Lines Setting
·
! Warning
If the Number of Lines value is changed, all existing line appearance buttons and automatic line selection
settings are overwritten. The existing functions on other programmable buttons are also overwritten if
they are in the range of buttons now specified for lines. Therefore it is recommended that this setting is
only changed when a system is first installed.
1. Click on System in the menu bar and then click on Switch.
2. In the System Parameters panel, change the Number of Lines setting to the required value.
3. Click Save.
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4.5 Adding Licenses
Licenses are required for some features. The license keys are entered into the system configuration and are based on the
unique Feature Key number of the System SD card installed in the system and the feature being enabled.
· Software Upgrade Licenses
Existing systems being upgraded to IP Office Release 8.0 will require an upgrade license.
· New IP500v2 Systems
For the first 90 days, a new IP500v2 control unit will run any supported IP Office Release without
requiring an upgrade license. The highest level run is written into the system's memory (not the
SD card) and that becomes a permanent entitlement for the control unit. However, after 90 days
the IP500v2 will require an upgrade license if upgraded to a software release higher than any that
it has run in the initial 90 day period.
·
! Warning
Systems upgraded without the appropriate license will display "No license available" and will not
allow any telephony functions.
· SIP Trunk Channel Licenses
The system can support 3 simultaneous SIP calls without needing licenses. Additional simultaneous calls, up to
20 in total, require the addition of licenses to the configuration.
· VCM Channels
Note that for SIP calls the system also requires VCM channels. For a system those are provided by
installing IP500 Combination base cards. Each of these cards (up to 2) provides 10 VCM channels.
· IP500 PRI Channel Licenses
The IP500 PRI 1 trunk daughter card supports the use of its first 8 channels unlicensed. Use of additional
channels require licenses to be added to the configuration. The maximum number of channels depends on the
current Line Sub-Type setting of the PRI trunk.
· Embedded Voicemail Additional Ports
Unlicensed, the embedded voicemail provided by the system supports 2 simultaneous connections and 15
hours of storage. This can be expanded up to 6 channels by the addition of licenses, each of which enables an
additional two channels. Each license also enables an additional 5 hours of storage.
Checking the System Feature Key Number
The Feature Key number of the System SD card installed in the system is used to generate and validate licenses added to
the system configuration. When you log into a system, the Feature Key number is shown in the Hardware Installed
panel on the Home page.
Adding Licenses
Firstly check that the licence information that you have been supplied has been issued against the Feature Key number of
the System SD card installed in the system. Licenses issued against another Feature Key number will be invalid.
1. Click System in the menu bar and then click License.
2. The current licenses entered in the system are shown. Click Add License.
3. Cut and paste the license key supplied into the field for the new key.
4. Click Save.
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Licenses
Licenses are required for some features. The license keys are entered into the system configuration and are based on the
unique Feature Key number of the System SD card installed in the system and the feature being enabled.
· Software Upgrade Licenses
Existing systems being upgraded to IP Office Release 8.0 will require an upgrade license.
· New IP500v2 Systems
For the first 90 days, a new IP500v2 control unit will run any supported IP Office Release without
requiring an upgrade license. The highest level run is written into the system's memory (not the
SD card) and that becomes a permanent entitlement for the control unit. However, after 90 days
the IP500v2 will require an upgrade license if upgraded to a software release higher than any that
it has run in the initial 90 day period.
·
! Warning
Systems upgraded without the appropriate license will display "No license available" and will not
allow any telephony functions.
· SIP Trunk Channel Licenses
The system can support 3 simultaneous SIP calls without needing licenses. Additional simultaneous calls, up to
20 in total, require the addition of licenses to the configuration.
· VCM Channels
Note that for SIP calls the system also requires VCM channels. For a system those are provided by
installing IP500 Combination base cards. Each of these cards (up to 2) provides 10 VCM channels.
· IP500 PRI Channel Licenses
The IP500 PRI 1 trunk daughter card supports the use of its first 8 channels unlicensed. Use of additional
channels require licenses to be added to the configuration. The maximum number of channels depends on the
current Line Sub-Type setting of the PRI trunk.
· Embedded Voicemail Additional Ports
Unlicensed, the embedded voicemail provided by the system supports 2 simultaneous connections and 15
hours of storage. This can be expanded up to 6 channels by the addition of licenses, each of which enables an
additional two channels. Each license also enables an additional 5 hours of storage.
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Initial Configuration: Adding Licenses
4.6 Changing Network Settings
IP connection to the system is done using the LAN port on the back of the system's control unit. During installation, it
uses the LAN port to request an IP address from any DHCP server. If there is a DHCP server on the customer's network,
that server will give the system an IP address.
If the system was not able to get an address using DHCP when it was first started, it will use the default address
192.168.42.1/255.255.255.0 for the LAN port. However, the system is still defaulted as a DHCP client and so will
request an address again if it is restarted. Therefore if the system has been started before being connected to the
customer's network, it can still be connected and restarted in order to obtain an address from the network.
The WAN port on the back of the system's control unit is not normally used. Its only use if as a fallback method to
connect a PC in order to configure the system, see PC Connection 9 .
Changing the System's Network Settings
1. Click on System in the menu bar.
2. The network address settings for the system's LAN port are shown in the Network Settings panel:
· Receive IP Address Via DHCP Server: Default = Yes.
This setting controls whether the system acts as a DHCP client or uses a fixed IP address.
· If enabled, the system acts as a DHCP client and requests IP address details for its LAN port when the
system is started.
· If it receives a response, the address details it has been given by the DHCP server are shown in the
field below but cannot be adjusted.
· If it does not receive a response, it default to using the address 192.168.42.1. It is still a DHCP client
and will request an address again when it is next restarted.
· If not enabled, the system uses the IP address values set in the fields below.
· System IP Address: Default = 192.168.42.1
Enter the IP address that the telephone system should use if Receive IP Address Via DHCP Server is not
selected. If Receive IP Address Via DHCP Server is selected, this field is greyed out but does display the IP
address that the system is currently using.
· Subnet Mask: Default = 255.255.255.0
Enter the Sub-Net Mask that the telephone system should use if Receive IP Address Via DHCP Server is not
selected. If Receive IP Address Via DHCP Server is selected, this field is greyed out but does display the IP
address that the system is currently using.
· Default Gateway: Default = 0.0.0.0
Enter the Default Gateway that the telephone system should use if Receive IP Address Via DHCP Server
is not selected. If Receive IP Address Via DHCP Server is selected, this field is greyed out but does display
the IP address that the system is currently using.
3. Once the settings are set as required, click Save.
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4.7 Setting the Emergency Numbers
You can enter 10 emergency phone numbers into this list. This list is applied to all users and overrides any dialing
restrictions that would otherwise be applied to the users.
By default the normal emergency numbers for the system locale are automatically added and should not be removed.
To Edit the Emergency Numbers List
1. From the menu bar, click on User.
2. The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
3. From the List Management table, select the View Details link of the list that you want to edit.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
4. When completed click Save.
5. To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
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4.8 Setting the Outside Line Prefix
This option is only used with systems set to PBX mode. It sets the digit which, when dialed at the start of a number,
indicates that the call is intended to be external. The options are to use 0, 9 or no prefix.
Note that the setting also changes the digits used for calls to the first extension on the system. Normally, in addition to
the extension's extension number, the number 0 can be used to call that extension. If the number 0 is set as the outside
line prefix, the number 9 is used for the first extension.
Setting the System's Outside Line Prefix
1. Click on System in the menu bar.
2. In the System Parameters, set the Outside Line setting to the required option.
· 9 (Operator is 0)
The prefix 9 is used for external calls. The digit 0 is used for calls to the operator extension (the first
extension in the system). This is the default setting for systems with the Country setting United States.
· None
No prefix is used for external calls. Any dialing that does not match an internal dial plan number is
assumed to be an external call. This is the default setting for systems with the Country setting other then
Germany or United States. The digit 0 is used for calls to the operator extension (the first extension in
the system).
· 0 (Operator is 9)
The prefix 0 is used for external calls. The digit 9 is used for calls to the operator extension (the first
extension in the system). This is the default setting for systems with the Country setting Germany.
3. Click Save.
4.9 Music on Hold
The phone system supports an external music on hold source. This connects to the Audio port on the rear of the system's
control unit. You can configure whether the input to this port is played to callers when they are put on hold.
The music on hold input can also be played to callers being transferred rather than ringing tone. That behaviour is
controlled by the system's Ring on Transfer setting.
The port is a 3.5mm stereo jack socket suitable for use with the most standard audio leads and connection to the
'headphone' output socket of most audio systems. The use of a 'headphone' socket allows simple volume adjustment.
Connection via a 'Line Out' socket may require additional equipment in order to adjust the volume level.
Enabling Music on Hold
1. Click System in the menu bar and then click Auxiliary Equipment.
2. In the Music on Hold panel, select the required option.
· On
This is the default. If enabled, the system will use the external music source connected to the phone system for
its music on hold.
· Off
If not enabled, the system provides a double beep tone repeated every 5 seconds.
3. Click Save.
Using Music on Hold for Call Transfers
Calls being transferred normally hear ringing while the transfer process is in progress. This can be changed to hearing the
system's music on hold source.
1. Click on System in the menu bar and then click on Switch.
2. Click on the Advanced button.
3. The Ring on Transfer setting controls whether callers hear ringing or music on hold while being transferred.
4. Click Save.
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4.10 Automatic Line Selection
For systems running in Key mode, when a user makes a call, they can indicate if it is an external or internal call by first
pressing a line appearance button or an intercom button respectively. If the user just lifts the handset without first
pressing a button, the system uses the user's automatic line selection settings (ALS) to determine which available button
to seize for the call.
By default, each extensions' automatic line selection list contains line buttons in sequence from line 1 up to the system's
Number of Lines setting and then the intercom or call appearance buttons.
Manually Editing a User's Automatic Line Selection Setting
1. Click on User in the menu bar.
2. Highlight the required user by clicking on them.
3. Click on the
edit icon in the Button Programming panel on the right.
4. The current automatic line selection settings are shown in the ALS Programming panel.
5. Select Modify ALS.
6. In the text box, enter the sequence of line and intercom buttons that should be use for automatic line selection.
Separate each entry with a comma.
· For a line button, enter Line XX where XX is replaced by the line number.
· For an intercom button, enter Intercom Y when Y is replaced by the intercom button number.
7. Click Save.
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Chapter 5.
Setting the Date and Time
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5. Setting the Date and Time
The system has a clock which it uses to maintain its date and time. However it needs a source to set the initial date and
time. This can either be done manually or using the information provided with certain types of telephone call.
5.1 Manually Setting the Date
The first two extensions on the system can be used to set the system date using phone based administration 29 . The
exact method will depend on the type of phone. For full details refer to the Phone Based Administration manual.
1408/1416/9404/9408/9504/9508 Phone
1. At either of the first two extensions on the system, press Admin.
2. Use the up or down arrow buttons to scroll the display to System Administration. When highlighted, press Select
.
3. Use the up or down arrow buttons to scroll the display to System Parameters. When highlighted, press Select.
4. Use the up or down arrow buttons to scroll the display to System Date. When highlighted, press Select.
5. Enter the new system date in the format MMDDYY using the dial pad. For example 120409 is the date December
4th 2009.
6. Exit programming by pressing PHONE.
M7324/M7324N/M7310/M7310N/T7316/T7316E Phone
1. At either of the first two extensions on the system, press Feature **config (that is Feature **266344).
2. If the system has a system password set, it is requested. Enter the password.
3. The phone displays System Admin.
4. Dial #101. The phone will display System Date.
5. Enter the new system date in the format MMDDYY using the dial pad. For example 120409 would be used to enter
the date December 4th 2009.
6. To exit phone based administration at any time, press the Release button.
ETR 18D/ETR 34D Phone
1. At either or the first two extensions on the system, press Feature 0 0 followed by two presses of the first intercom
or call appearance button.
2. System Administration is shown on the display.
3. Dial #101. The phone will display System Date.
4. Enter the new system date in the format MMDDYY using the dial pad. For example 120409 would be used to enter
the date December 4th 2009.
5. Exit programming by pressing Feature 00. You can also exit programming mode by lifting the handset, then
placing it back in the cradle.
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Setting the Date and Time: Manually Setting the Date
5.2 Manually Setting the Time
The first two extensions on the system can be used to set the system time using phone based administration 29 . The
exact method will depend on the type of phone. For full details refer to the Phone Based Administration manual.
1408/1416/9404/9408/9504/9508 Phone
1. At either of the first two extensions on the system, press Admin.
2. Use the up or down arrow buttons to scroll the display to System Administration. When highlighted, press Select
.
3. Use the up or down arrow buttons to scroll the display to System Parameters. When highlighted, press Select.
4. Use the up or down arrow buttons to scroll the display to System Time. When highlighted, press Select.
5. Enter the new system time in the format HHMM using the dial pad. The 24-hour clock is used, for example 4:22pm
is entered as 1622.
6. Exit programming by pressing PHONE.
M7324/M7324N/M7310/M7310N/T7316/T7316E Phone
1. At either of the first two extensions on the system, press Feature **config (that is Feature **266344).
2. If the system has a system password set, it is requested. Enter the password.
3. The phone displays System Admin.
4. Dial #101. The phone will display System Date.
5. Enter the new system time in the format HHMM using the dial pad. The 24-hour clock is used, for example 4:22pm
is entered as 1622.
6. To exit phone based administration at any time, press the Release button.
ETR 18D/ETR 34D Phone
1. At either or the first two extensions on the system, press Feature 0 0 followed by two presses of the first intercom
or call appearance button.
2. System Administration is shown on the display.
3. Dial #101. The phone will display System Date.
4. Enter the new system time in the format HHMM using the dial pad. The 24-hour clock is used, for example 4:22pm
is entered as 1622.
5. Exit programming by pressing Feature 00. You can also exit programming mode by lifting the handset, then
placing it back in the cradle.
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5.3 Using Daylight Saving Time
This feature automatically updates the system clock for annual daylight savings time changes. This feature is only
supported in North American locales.
1. Click on System in the menu bar and then click on Switch.
2. Click the Advanced button.
3. In the System Details panel, set the Automatic DST option as required. When enabled, the telephone system will
automatically apply daylight saving time (DST) adjustments to its internal clock. This feature should only be used
for systems in a North American locale.
4. Click Save.
5.4 Using Network Time Synchronization
Network time synchronization lets you synchronize the telephone system time and date with the network time information
that your service provider includes on calls that include caller ID. If network time synchronization is not selected the
system time has to be set manually 157 .
· If network time synchronization is enabled and your service provider sends Caller ID from another time zone, the
system clock will not match your local time.
· Note that this feature uses the first analog trunk on the card installed in slot 1 of the system control unit.
1. Click on System in the menu bar and then click on Switch.
2. Click the Advanced button.
3. In the System Details panel, set the Enable Network Time Synchronization option as required. When enabled,
the system attempt to obtain the time .
4. Click Save.
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Chapter 6.
Incoming Call Routing
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6. Incoming Call Routing
The options for routing incoming calls depend on whether the system is set to PBX or Key mode.
Key Mode
For an incoming external calls on a line, the following options control where the call is presented:
· Line Appearance Buttons
The call will alert on any line appearance buttons that matches the line. Each line has a line number which can be
assigned to line appearance buttons on users' phones. Users can answer the call by pressing the alerting line
appearance button on their phone.
· Number of Lines
By default, all analog lines in the system are assigned to line appearance buttons when the system is installed.
Lines are assigned for all users starting from button 03 upwards in order of line numbering.
· Line Assignment
Through individual user button programming, any programmable button can be configured as a line
appearance for a particular line.
· Coverage Destination
The Coverage Destination setting of each line can be used to select whether an incoming call on that line is also
presented to one of the following options in addition to alerting on any matching line appearances. For PRI and BRI
trunks, it is not possible to know on which of the trunk's channels incoming calls will arrive. Therefore in most
cases, the coverage destination and other settings of each line on the trunk should be set to the same values.
· Coverage Extension
The call alerts on an intercom button of a selected line coverage extension. The user's call coverage, VMS
coverage and call forwarding settings are applied to the call. Any extension can be used as the destination
including a phantom extension.
· Hunt Group
The call is presented, in sequence, to each of the available members of a selected hunt group until answered.
Any of the 6 sequential hunt groups can be used as the destination.
· Auto Attendant Coverage
Each trunk or trunk channel can be configured to send unanswered calls to an auto attendant after a set delay
(which can be set to 0 for immediate answer). This can be set to operate when the system is in day and or night
service. This is done using the VMS Schedule, VMS Delay - Day, VMS Delay - Night and VMS Auto Attendant
settings of each line.
The following methods can be used to override the normal call routing detailed above:
· DID Call Mapping
For BRI, ETSI PRI and PRI trunks, if the incoming call matches a configured DID and or ICLID number, the
Coverage Destination setting for the DID/ICLID match is used rather than the line's Coverage Destination. DID
can also be used on some types of T1 trunk.
· SIP Call by Call Table
For SIP trunks, if the incoming call matches a configured URI, it is presented to the extension or group specified in
the SIP line's Call by Call Table.
· Night Service
Switching on night service overrides the routing of calls to Coverage Destinations. Instead the calls change to
alerting the users who are members of the Night Service group. The settings for auto attendant coverage (VMS
Schedule) can also be varied depending on whether the system is in night service or not.
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Incoming Call Routing:
PBX Mode
In PBX mode, a new group, the Operator Group, is used as a the default destination for call. This group contains the first
extension on the system.
· For analog trunks trunks, the trunk's Coverage Destination is defaulted to the Operator Group but can be
changed if required.
· For PRI and BRI trunks all incoming call routing is done by DID Call Mapping. Each DID table has a non-removable
default route which is used for any calls that do not match any other specific DID entry. The destination for this
default entry is the Operator Group.
· SIP trunks are defaulted to call by call operation, again with a default call by call destination of the Operator
Group.
The following new destinations for incoming calls are available:
· Operator Group
This group is the default destination for all incoming calls. The group contains the first extension on the system but
can be edited to contain other extensions.
· Calling Groups
In Key mode these 4 groups are only used internally. In PBX mode these groups are also available as a destination
for trunk calls in the Coverage Destination selections, DID Call Mapping and SIP Call by Call tables. A calling
group can also be selected as the destination for an auto-attendant transfer.
Night Service Mode
In both modes, when the system is put into night service, all incoming calls except those to specific DID call mapping or
SIP call by call destinations, are rerouted to alert the users who are members of the night service group.
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6.1 Programming Line Appearance Buttons
Each trunk channel in the system is assigned an appearance ID, starting from 01 upwards. You cannot edit or change the
IDs but they are displayed in the trunk settings.
Default Line Buttons
For systems running in Key mode, all extension users are assigned a number of line appearance buttons by default.
Usually one for every analog trunk. This is controlled by the system's Number of Lines 148 setting.
Programming a Line Button
1. Click on User in the menu bar.
2. Highlight the required user by clicking on them.
3. Click on the
edit icon in the Button Programming panel on the right.
4. The current button programming for the user is displayed.
5. In the Program Buttons panel click on the button that you want to program. The current settings of that button
are displayed in the Button Specification panel.
6. Click on the Assign Feature button.
7. Select Line Assignment.
8. Select the line appearance ID that you want the button to match.
9. Select the ringing option.
· Immediate
Provide audible alerting as normal.
· Delayed Ring
Only provide audible alerting after approximately 15 seconds.
· No Ring
Do not provide any audible alerting.
10.Click OK.
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6.2 Setting a Trunk's Coverage Destinations
In addition to alerting on a kine appearance button associated with the trunk or trunk channels line number, a coverage
destination can be assigned to the trunk or trunk channel.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
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Setting a Trunk's Coverage Destinations
1. Click on System in the menu bar and then click on Trunks.
· Analog Trunks
Click on System in the menu bar and then click on Trunks. Select the trunk and click on View Details. The
Coverage Destination is shown in the Analog Trunk Setup panel.
· SIP Trunks
Click on System in the menu bar and then click on SIP Trunks. Select the trunk and click on Details. Select
the channel and click the
edit icon in the Channel Setup panel.
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Incoming Call Routing: Setting a Trunk's Coverage Destinations
· Other Trunks Types
Click on System in the menu bar and then click on Trunks. Select the trunk and then click on the
in the Channel Setup box on the right.
edit icon
2. Click on Coverage Destination and select the required destination. The options available will depend on the trunk
type and the operating mode of the system.
· None
If set to None, incoming calls will only alert on user extensions with line appearance buttons that match the
line's Appearance ID.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the
mailbox number and passcode.
3. Click Save.
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6.3 Enabling Auto Attendant Coverage
For each trunk, an auto attendant can be selected to automatically answer any call not answered at the trunk or trunk
channels Coverage Destination 163 . Use of auto attendant coverage can selected for day and or night service. Also the
delay before the auto attendant answer the call can be adjusted for day and night service.
This option is not used for calls routed to their destination by DID Call Mapping or SIP Call-by-Call settings.
Configuring Auto Attendant Call Coverage
1. The method for accessing a trunk's VMS Settings depends on the trunk type.
· Analog Trunks
Select System in the menu bar and click Trunks. Select the trunk, click View Details and then Advanced.
The trunk's VMS Settings are part of the menu now displayed.
· PRI Trunks
Select System in the menu bar and click Trunks. Select the trunk and then click the
Channel Setup panel. Select the channels and click View Details.
· SIP Trunks
Select System in the menu bar and click SIP Trunks. Select the trunk and then click the
Channel Setup panel. Select the channels and click Details.
edit icon in the
edit icon in the
2. Adjust the VMS Settings to set which auto attendant should be used, when it should be used and how quickly it
should answer calls.
· VMS Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the
system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
· VMS Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when
the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
· VMS Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to
the selected auto attendant. The options are:
· Always
Redirect calls when the system is in both day and night service modes.
· Day Only
Redirect calls only when the system is not in night service.
· Night Only
Redirect calls only when the system is in night service.
· Never
Do not redirect calls.
· VMS Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.
3. Click Save.
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Incoming Call Routing: Enabling Auto Attendant Coverage
6.4 Using DID Call Mapping
Incoming calls that include DID digits are routed to a destination on the system by checking for a match in the trunks DID
mapping table. This call routing overrides the Coverage Destination settings of the trunk channel on which the call was
received. In addition, calls routed by DID mapping are not affected by the phone system being put into night service 230 .
In addition to alerting on a kine appearance button associated with the trunk or trunk channels line number, a coverage
destination can be assigned to the trunk or trunk channel.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the mailbox
number and passcode.
· 76: Modem
The option 76: Modem can be selected to route the call to the systems built in V32 modem function. This is
only intended for basic access by system maintainers.
· Auto Attendant
Any configured voicemail auto attendants can be selected as the call destination.
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Setting a Trunk's Coverage Destinations
1. Click on System in the menu bar and then click on Trunks.
2. Select the trunk and then click on the
edit icon in the DID Mapping Table box on the right.
3. Click on New DID Number. The options available will depend on the trunk type and the operating mode of the
system.
· DID Number
If the incoming DID of a call on the trunk matches the DID set here, it will be routed to this destination. The
system supports up to 4 digits DID (additional digits after the first 4 are ignored). Leave blank if only CLI
matching is required.
· Incoming CLI
If the incoming caller number on the trunk matches the Incoming CLI set here, it will be routed to this
destination. Leave blank if only DID matching is required.
· Destination
When this field is selected, the drop down list allows selection of the destination for matching calls. The options
differ depending on whether the system's Mode 72 is set to Key or PBX.
· Extension
Route incoming calls to a particular extension.
· Phantom Extension
A phantom extension can be selected as the destination for calls.
· Hunt Group
Incoming calls can be routed to one of the 6 sequential hunt groups.
· Calling Group
For systems with their Mode set to PBX, incoming calls can be routed to one of these 4 ring all groups.
· Operator Group
For systems with their Mode set to PBX, incoming calls are routed to the Operator Group.
· Voicemail
Route incoming calls to the systems voicemail to collect messages. This requires the caller to know the mailbox
number and passcode.
· 76: Modem
The option 76: Modem can be selected to route the call to the systems built in V32 modem function. This is
only intended for basic access by system maintainers.
· Auto Attendant
Any configured voicemail auto attendants can be selected as the call destination.
4. Click Save.
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Incoming Call Routing: Using DID Call Mapping
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Chapter 7.
PBX Mode Outgoing Call
Routing
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7. PBX Mode Outgoing Call Routing
Each phone is configured with 3 call appearance buttons (2 only on ETR phones). These can be used to make both internal
and external calls. The dialing of an external call can be indicated by the dialing starting with a specific prefix (9 or 0) if
required, otherwise any number not matching an internal extension or function is automatically assumed to be external.
The line used for an outgoing external call is determined by a set of Alternate Route Selection (ARS) settings:
· ARS Selectors are created. These are groups of lines or selectors for specific functions using any available ISDN
line.
· Different classes of call (sets of external number prefixes) are then mapped to those ARS Selectors. The system
supports classes for Emergency, National, International, Cell and Toll Free sets of prefixes. An additional
Local class is used for any calls that do not match one of the other classes.
When a user dials an external number, it is matched to a selector and uses the function and one of the lines specified by
that selector. For SIP trunks set to call by call mode, each call by call entry also has an ARS selector settings which allows
it to also be used for outgoing calls.
Line appearances can still be used to make and answer calls on a particular line but are not added by default. They can
also be used to select a particular ARS selector for an outgoing call.
Default Alternate Route Selection
The following ARS selectors exist by default. They cannot be deleted though the lines associated with ARS 65 can be
edited. By default all the classes of external call are set to use the first available trunk or trunk channel in ARS 65 and 66,
that is the first available analog trunk or ISDN trunk channel.
· 65: Group of Lines
This ARS selector cannot be deleted. By default it contains all analog lines in the system when the system
was installed or defaulted. However, it can be edited to change the lines included including adding nonanalog lines. This selector and 66 below are used as the default for all classes of external call.
· 66: ISDN Standard Call - Local Number = Default
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to match the user's User Calling Line Identity if set or otherwise
blank (to be set by the trunk provider). This selector and 65 above are used as the default for all classes
of external call.
· 67: ISDN Number Withheld - Local Number = Withheld
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to withheld.
External Dialing Restrictions
A number of methods to restrict which users can make external calls and which numbers they can call are still applied
before alternate route selection is used to seize a particular trunk or trunk channel and dial the call.
· Allowed Number Lists 205 / Disallowed Number Lists 204
These lists are used in define numbers that can or cannot be dialed. Users are then associated with the different
lists.
Allowed Numbers
Each allowed list contains external telephone numbers that members of the list are allowed to
dial. The allowed lists to which a user is assigned override any disallowed lists to which they are
also assigned. The numbers in the user's assigned allowed lists also override the Calls Barred
and Outgoing Call Restrictions settings that may be applied to a user.
There are eight lists, each containing up to 10 numbers. Each number can use the telephone
dialing digits 0 to 9, *, # and can be up to 28 digits long. You can also use the ? character as a
single digit wildcard.
Disallowed Numbers
Each disallowed list contains external telephone numbers that users who are assigned to the list
cannot dial. There are eight lists, each containing up to 10 numbers. Each number can use the
telephone dialing digits 0 to 9, *, # and can be up to 28 digits long. You can also use the ?
character as a single digit wildcard.
Numbers in the disallowed lists of which a user is a member are overridden if they also appear
in the allowed numbers lists, emergency number list of which the user is a member and also by
marked system speed dials.
Emergency Numbers
You can enter 10 emergency phone numbers into this list. This list is applied to all users and
overrides any dialing restrictions that would otherwise be applied to the users.
· Account Codes 206
Each user can be configured to need to enter a valid account code whenever they make an external call.
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PBX Mode Outgoing Call Routing:
· Outgoing Call Restrictions
For each user, the type of external calls that the user is able to make can be configured.
203
· Marked Speed Dials 208
When a user uses a stored system speed dial number, the actual number dialed is subject to all the call barring
methods as if the user had dialed the number directly. However system speed dials set as 'marked speed dials'
override any call restrictions.
· Night Service 230
When the system is set to night service, any users in the Night Service Group need to enter the system password
when making an external call.
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7.1 Setting the Outside Line Prefix
This option is only used with systems set to PBX mode. It sets the digit which, when dialed at the start of a number,
indicates that the call is intended to be external. The options are to use 0, 9 or no prefix.
Note that the setting also changes the digits used for calls to the first extension on the system. Normally, in addition to
the extension's extension number, the number 0 can be used to call that extension. If the number 0 is set as the outside
line prefix, the number 9 is used for the first extension.
Setting the System's Outside Line Prefix
1. Click on System in the menu bar.
2. In the System Parameters, set the Outside Line setting to the required option.
· 9 (Operator is 0)
The prefix 9 is used for external calls. The digit 0 is used for calls to the operator extension (the first
extension in the system). This is the default setting for systems with the Country setting United States.
· None
No prefix is used for external calls. Any dialing that does not match an internal dial plan number is
assumed to be an external call. This is the default setting for systems with the Country setting other then
Germany or United States. The digit 0 is used for calls to the operator extension (the first extension in
the system).
· 0 (Operator is 9)
The prefix 0 is used for external calls. The digit 9 is used for calls to the operator extension (the first
extension in the system). This is the default setting for systems with the Country setting Germany.
3. Click Save.
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PBX Mode Outgoing Call Routing: Setting the Outside Line Prefix
7.2 Editing the ARS Selectors
ARS selectors are grouping of trunks, trunks channels or trunk settings. Once a set of ARS entries has been created, they
can be associate with the different class of call 177 dialing prefixes.
Editing the ARS Selectors
1. Click Outgoing Call Management in the menu bar. Select Alternate Route Selection. The existing ARS
selectors are shown.
· To Delete an Entry
Click the Delete ARS link to the right of the entry. Note that the entries 65, 66 and 67 are default entries and
cannot be deleted.
· To Edit an Entry
Double click on the entry. The fields for the selector's Type and Details settings can now be edited. When the
selector is set as required click Save. For details of the settings see below.
· To Add a New Entry
Click on the New ARS button. When the selector is set as required click Save. For details of the settings see
below.
ARS Selector Settings
· Selector
This must be a number in the range 65 to 99. Selectors 65, 66 and 67 are default entries that cannot be
removed. The selector number is used in the Dial Numbers table to associate the ARS with external dialing
prefixes that can use it. It can also be used as a line appearance button to allow users to specifically select the
ARS group for an outgoing call.
· 65: Group of Lines
This ARS selector cannot be deleted. By default it contains all analog lines in the system when the system
was installed or defaulted. However, it can be edited to change the lines included including adding nonanalog lines. This selector and 66 below are used as the default for all classes of external call.
· 66: ISDN Standard Call - Local Number = Default
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to match the user's User Calling Line Identity if set or otherwise
blank (to be set by the trunk provider). This selector and 65 above are used as the default for all classes
of external call.
· 67: ISDN Number Withheld - Local Number = Withheld
This ARS selector cannot be deleted. Calls routed to this selector will use an available ISDN trunk channel
with the calling party information set to withheld.
· Type
The ARS Selector group can be used for the following functions:
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· Group of Lines
This type of selector is used to create a group of lines. The lines are selected using the Select Lines table
below. For a call routed to this selector, an available line from that group is used.
· ISDN Local Number
This type of selector is used to set an outgoing local number on an ISDN call. For a call routed to this ARS
selector, an available ISDN channel is used with the calling party element of the Q.931 setup set to match
the local number specified.
· Changing the calling party number may not be supported by the line provider or may be an additional
chargeable service. It will also be subject to restrictions on what numbers can be used. It is normally
a requirement that the calling party number used must be a valid number for return calls to the same
trunk. Use of an invalid number may cause the call to be dropped or the number to be replaced by a
default value.
· The default ARS Selector entry 66 is set to Local number=default. It uses the user's User CLI if
set.
· ISDN Standard Call
This type of selector is used to select an available ISDN channel for the call.
· ISDN Number Withheld
This type of selector is used to withhold any outgoing local number information on an ISDN call. For a call
routed to this ARS selector, an available ISDN channel is used with the calling party element of the Q.931
setup set to withheld.
· SIP Call-by-Call
These entries appear when entries are created in a SIP trunk's Call-by-Call 109 table. They cannot be
edited through the ARS Selectors form. By having an associated ARS Selector number, the entry can be
selected as the destination for specific out going calls.
· Details
This field show either the lines currently selected for use with the ARS selector or the local number setting for
the calling party number.
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PBX Mode Outgoing Call Routing: Editing the ARS Selectors
7.3 Editing the External Call Classes
The available external call classes are National, International, Emergency, Cell and Toll Free. For each, you can
define the numbers the dialing prefixes that match that call type and the ARS selector groups to which matching calls
should be routed. The Local class is used as the default for any calls that do not match another class.
Editing the Class of Call Entries
1. Click Outgoing Call Management in the menu bar and select Dial Numbers. The settings for the different
external call classes are shown.
2. To edit a particular class, double click on the entry. The setting for the Number and the Outgoing Lines/ARS
fields become editable.
· Number
For each class of call, this field is used to define the dialing prefix (up to 5 digits) expected for the call to match
the class. Multiple prefix numbers can be entered, each separated by a comma.
· To edit the numbers, double click on the entry. The fields for Number and for Outgoing Lines/ARS
become adjustable. Edit the values as required and click Save.
· Do not include the Outside Line prefix digit configured in the system settings.
· If a match occurs in more than one class, the most exact match is used, ie. the one with the most
digits. If multiple matches still exist, the match that occurs first in the table is used.
· Numbers cannot be set for the Local class. This class is used for any calls that do not match any other
class. However the ARS selectors used by this class can be changed.
· Outgoing Lines/ARS
This field indicates the ARS selectors currently associated with the Class of Call. These contain the trunks that
are used by the Class of Call and are set using the Select Outgoing ARS table.
· To edit the numbers, double click on the entry. The fields for Number and for Outgoing Lines/ARS
become adjustable. Edit the values as required and click Save.
3. Click Save.
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Chapter 8.
Groups
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8. Groups
A group is a collection of users used for a special purpose. For example, a group can be used as the destination for
incoming calls on an external trunk.
The system has a fixed set of groups. You cannot add or remove groups. However you can edit the the user membership
of all the groups. A user can be a member of several or even all groups.
While call to a group alert at user extensions, they will not go to user voicemail. They will follow user forwarding if set to
forward to another extension. They will not follow external forwarding.
The following different types of groups are used:
· Calling Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can be also the
destination of calls routed using DID call mapping or call-by-call settings. Calling Group 1 is also used by the
Simultaneous Page function (*70).
· Hunt Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can also be the
destination of calls routed using DID call mapping or call-by-call settings.
· Night Service Group 181
When the system is put into night service, this group overrides the Coverage Destination of all trunks.
· Operator Group 181
This option is only available for systems with their Mode set to PBX. By default the group contains the first
extension on the system. For PRI and BRI trunks, it is fixed incoming destination for calls unless DID Mapping
is applied to the call. It can also be selected as the destination for incoming SIP calls.
· Pickup Group 181
Users can be pickup calls currently alerting any member of a pickup group. They do not need to be a member
of the group.
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Groups:
8.1 Groups
8.1.1 Calling Groups
You can call, transfer and forward calls to the group by dialing the calling group number 71 to 74 respectively. The
simultaneous page function, accessed by dialing *70, pages the extension connected to a loudspeaker paging device and
the users who are members of Calling Group 1.
These groups are Ring All groups, that is a call to the group will alert all the available group members (those not already
on a call) until the call is answered.
For Key mode systems, these groups are only used internally. For PBX mode systems, these groups can be selected as
destinations for incoming calls within trunk settings.
8.1.2 Hunt Groups
All systems have 6 hunt groups. You can call, transfer and forward calls to the group by dialing the calling group number
771 to 774 respectively.
These groups are Sequential groups, that is a call to the group will alert the first the available group members for
approximately 15 seconds and then the next member and the next until the call is answered.
This type of group can be set as the Coverage Destination for incoming calls on all trunk types in Key mode and PRI, T1
and SIP trunk channels on PBX mode. It can also be set as the destination for calls routed using DID call mapping or callby-call settings.
8.1.3 Night Service Group
The members of the night service group are used as the destination for most external calls when the system is in night
service 230 .
· When the system is put into night service, the Coverage Destinations of all trunks and trunk channels are
overridden. Instead all calls to which the Coverage Destination would have been applied are present to the users
in the night service group. The only exception are calls routed to specific destinations by DID call mapping or Callby-Call settings.
· The group is a Ring All groups, that is a call to the group will alert all the available group members (those not
already on a call) until the call is answered.
· Any ring delays on trunks are ignored. Instead calls redirected to the Night Service Group members alert
immediately.
· If a system password is set, users in the Night Service Group need to enter that number when dialing external
calls. The only exception is if dialing numbers in the Emergency Numbers list and marked system speed dials. No
additional outgoing call restrictions are applied to any users not in the Night Service Group.
8.1.4 Operator Group
This group is only available in PBX 145 mode. The group has one default member, the first extension on the system,
however other extensions can be added if required.
This group is used as the default destination for incoming calls on all types of trunk. In addition you can call, transfer and
forward calls to the group by dialing the operator group number 75.
The group is a Ring All group, that is a call to the group will alert all the available group members (those not already on a
call) until the call is answered.
8.1.5 Pickup Groups
The system has 4 pickup groups. A call alerting any user who is a member of a pickup group can be answered by another
user by dialing the pickup group number 661 to 664 respectively. The user doing the call pickup does not need to be a
member of the group themselves.
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8.2 Displaying the Groups
1. Click Incoming Call Management in the menu bar and then click Groups.
2. The list of groups is displayed.
· Name
The names of the groups are fixed.
· Type
This indicates the main purpose of the group.
· Calling Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can be also the
destination of calls routed using DID call mapping or call-by-call settings. Calling Group 1 is also used by the
Simultaneous Page function (*70).
· Hunt Group 181
This type of group can be set as the Coverage Destination of a trunk or trunk channel. It can also be the
destination of calls routed using DID call mapping or call-by-call settings.
· Night Service Group 181
When the system is put into night service, this group overrides the Coverage Destination of all trunks.
· Operator Group 181
This option is only available for systems with their Mode set to PBX. By default the group contains the first
extension on the system. For PRI and BRI trunks, it is fixed incoming destination for calls unless DID Mapping
is applied to the call. It can also be selected as the destination for incoming SIP calls.
· Pickup Group 181
Users can be pickup calls currently alerting any member of a pickup group. They do not need to be a member
of the group.
· Ring Mode
This settings indicates the order in which the idle group members are alerted when there is a call to the group. For
full details see Group Call Distribution 184 .
· Ring all
This type of group alerts all the idle groups members at the same time until answered.
· Sequential
This type of group alerts each idle group member in extension number order for 15 seconds each until
answered.
· Number
The use of a number associated with a group depends on the group type:
· Calling, operator and hunt groups can be called internally using their extension number. The groups number
can also be used as the target for call transfers. * can be used in front of the group extension number for a
page call to the group.
· Pickup groups numbers are used to answer a call currently alerting any member of the group. For example, to
pickup a call alerting members of pickup group 1, dial 661.
· Members
This indicates the number of users who are currently set as members of the group.
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8.3 Group Call Distribution
A line can be configured to present its incoming calls to one of the 6 hunt groups (sequential) or 4 calling groups (ring
all).
Sequential Ringing
This mode of ringing is used by the 6 Hunt Groups. The groups can be rung directly or used as the coverage destination
for incoming calls on trunks and trunk channels.
A call to a hunt group first alerts the first member of the group who is idle (not on another call). If after approximately 15
seconds the call has not been answered, it changes to alerting the next available member of the hunt group. When
alerting the currently targeted member of the group:
· If the user does not have a line appearance for the line, it alerts on an intercom or call appearance button.
· If the user has a line appearance for the line, the call alerts on the line appearance button with the standard
indication of a ringing call for me (slow green flash). The line's ringing options are overridden and the line always
rings immediately.
· Any other users, including other group members, with the same line appearance will see the line button indicate a
ringing call but not for me (slow red flash).
· A call targeted to a group does not go to voicemail. Instead it will alert the group until answered or abandoned.
· Any extension in the system can answer the call using the line appearance of the line or using one of the pickup
features (active line pickup, call pickup, group call pickup).
If the currently targeted user has forwarding to another extension set, the call is forwarded. Forwarding to an external
number is not used, the call will alert the original extension instead.
If coverage is active at the targeted hunt group extension, it is not followed and alerts the normal number of rings before
hunting on to the next hunt group extension.
Ring All
This mode of ring is used by the 4 Calling Groups and the Operator Group. The groups can be rung directly or used as the
coverage destination for incoming calls on trunks and trunk channels.
A call to the hunt group alerts all members who are idle (not on another call). The call alerts in the same way as for a
sequential group but does not hunt if not answered after 15 seconds, instead it continues to alert the same members until
answered.
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8.4 Editing Group Membership
The following process can be used to edit the list of users who are members of a particular group.
Editing Group Membership
1. Click Incoming Call Management in the menu bar and then click Groups.
2. The list of groups is displayed. The Members column indicates the number of users who are currently a member of
each group.
3. Scroll to the group you want to edit and double-click on it. The groups details are displayed.
4. Use the list of users to select which users should be members of the group.
5. Click Save.
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8.5 Changing a User's Group Memberships
You can edit the groups of which a user is a member through the user list.
Changing a User's Group Memberships
1. Click User in the menu bar.
2. The list of users is displayed. The groups column lists the user's current group memberships.
3. Scroll the list to the user who you want to edit and double click on the row.
4. Click on the field in the groups column. The drop-down list allows you to select which groups the user is a member
of.
5. Set the user's group memberships and click Save.
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Chapter 9.
Auto Attendant Configuration
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9. Auto Attendant Configuration
The system supports up to 9 auto attendants. These can be used to answer incoming calls on selected lines. Alternatively
an auto attendant can be used to cover calls on a line that are unanswered by the extension or group that should answer.
When an auto attendant answers a call, it prompts the caller to make a selection by pressing the telephone key after
having heard the list of options available. Options can include being transferred to another number, dialing the number of
the extension they require, being transferred to another auto attendant, etc. Possible actions that can be assigned to each
key are:
· Dial by Name
The caller is asked to dial the name of the user they require and then press #. The recorded mailbox names of
matching users are then played back for the caller to make a selection. The name order used is set by the Dial
by Name Match Order setting. Users without a recorded name prompt or not set to List in Directory are not
included. Users can record their name by accessing their mailbox and dialing *05.
· Dial By Number
This option allows the caller to dial the extension number of the user they require. No destination is set for this
option. The attendant's Dial By Direct Number setting determines how the digits dialed with this action are
used.
· Transfer to Auto Attendant
This option transfers the caller to another indicated auto attendant. This will skip the greeting menu of that
auto attendant, playing just the current menu options greeting instead.
· Transfer to Emergency Greeting
This option transfers the caller to a set of prompts for recording the emergency greeting and for selecting
whether the emergency greeting is enabled or not.
· If a system password
continue.
72
has been set, the caller is asked to enter that password before they can
· When the emergency greeting is enabled, it is played to other auto attendant callers before any other auto
attendant greeting.
· When the emergency greeting is enabled, a warning is displayed on the auto attendant's Alarm
Extension.
· Transfer to Number
Transfer the call to the extension or group set with the action.
· Replay Menu Greeting
Repeat the prompt listing the current menu options.
When Do Calls Go to an Auto Attendant?
The system supports the configuration of up to 9 auto attendant services to answer and redirect calls. If an auto attendant
has been configured, it can be used to answer calls on external lines as follows:
· Unanswered Calls Coverage
Each trunk or trunk channel is configured with a coverage destination for its incoming calls. It can also be
configured with a selected auto attendant that will be used to answer unanswered calls at the trunk or trunk
channels coverage destination. When the auto attendant is used and the delay before it answers unanswered call
can be adjusted.
· Immediate Call Coverage
The delay used for unanswered call coverage can be set to immediate. When that is done, the auto attendant will
answer before the trunk or trunk channels configured coverage destination.
· Answering Specific External Calls
On trunks that support the setting of separate DID or call-by-call destinations, an auto attendant can be selected as
the destination for matching calls. This allows auto attendants to be used to answer incoming calls to specific
numbers separate from the trunk channels own coverage destination settings. This option is not supported on
analog trunks.
· Manual Answering
Each auto attendant has an internal number assigned to it. That number can be used by extension users to transfer
calls to the auto attendant.
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Auto Attendant Configuration:
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9.1 Licensing
The system's voicemail services, both user mailboxes and call auto attendants, operate without requiring any licenses.
However the number of simultaneous calls and the message storage capacity is controlled by the number of voicemail
licenses added to the system's configuration.
· Number of Simultaneous Calls
Without any voicemail licenses, the number of simultaneous calls using the voicemail services is limited to 2. Each
voicemail license added enables an additional 2 simultaneous calls, up to a maximum of 6.
· Voicemail Storage Capacity
The user mailboxes are also limited to a maximum of 15 hours storage for messages, greeting and prompts.
However, each additional voicemail license added also enables an additional 5 hours of storage up to a maximum of
25 hours.
Adding Licenses
Firstly check that the licence information that you have been supplied has been issued against the Feature Key number of
the System SD card installed in the system. Licenses issued against another Feature Key number will be invalid.
1. Click System in the menu bar and then click License.
2. The current licenses entered in the system are shown. Click Add License.
3. Cut and paste the license key supplied into the field for the new key.
4. Click Save.
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9.2 Adding an Auto Attendant
Auto attendant 1 is present in the system configuration by default and cannot be removed. However you can add up to 8
more auto attendants.
Before adding the auto attendant, you need to have worked out the following details:
· The times of day during which the different possible greetings (morning, afternoon, evening and out of hours)
should be used.
· The actions that the auto attendant should offer to callers during each of those time periods.
1. Click Incoming Call Management in the menu bar and then click Auto Attendant.
2. The list of existing auto attendants is displayed. Click New Auto Attendant.
3. The initial menu options for an attendant are requested. Set these as required and then click Save
· Dial By Direct Number: Default = Off.
This setting affects the operation of any key presses in the auto attendant menu set to use the Dial By
Number action.
· If selected, the key press for the action is included in any following digits dialed by the caller for extension
matching. For example, if 2 is set in the actions to Dial by Number, a caller can dial 20 for extension 20.
· If not selected, the key press for the action is not included in any following digits dialed by the caller for
extension matching. For example, if 2 is set in the actions to Dial by Number, a caller must dial 2 and
then 20 for extension 20.
· Menu Prompt Usage: Default = Each menu uses own prompt.
Each time profile option used by an auto attendant can have its own set of actions and therefore may require a
separate actions prompt to be played after the appropriate greeting prompt. The settings Each menu uses
own prompt does that. Alternately one of the menu options can be selected as the menu option prompt
played at all times of day.
· Night Service: Default = On.
If selected, when the system is in night service, the auto attendant will switch to using its out of hours
greetings and menu actions. If not selected, when the system is in night service, the auto attendant will
continue using the greetings and menu options as determined by its own time profile settings.
· Emergency Service: Default = Off.
This field indicates when the auto attendants emergency greeting option has been enabled by someone using
the auto attendant. The field can also be used to disable the emergency greeting without having to go through
the auto attendant menu.
4. After clicking Save, a summary menu is displayed. Click More Settings >>.
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5. The detail settings of the new auto attendant are displayed.
6. Adjust the settings as required for when the auto attendant should operate in its morning, afternoon, evening and
out of hours modes. Note the numbers shown in the menu. They are internal numbers that can be dialed to record
the auto attendant prompts 196 .
· If the greetings time periods overlap, the greeting and actions used is the first one that is valid in the order
morning, afternoon or evening. For call outside those times, the out of office settings are used.
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7. Click Caller Actions. The menu for setting which keys presses callers can use and the action for those presses is
displayed.
8. You can configure different sets of key presses for each time period. If you want them all to be the same, you can
set up one time period and then use the copy button to copy the same button settings to all time periods.
· To remove a key press, click on the X delete icon.
· To add a key press, click Add and select the key press that the action should be used in response to.
· You can add a Fax option. The system uses that as the destination for any calls where the auto attendant
detects incoming fax tone rather than a caller. For this action select Transfer to Number and set the
destination as an extension that has had its equipment type also set to Fax.
9. Ensure that you have made notes of the settings as you need to include the options in the prompts recorded for the
auto attendant.
10.Click Save. The auto attendant settings are displayed again.
11.Click Save again. The list of existing auto attendants is displayed.
12.You should now record greetings
196
for the auto attendant.
13.Test operation by dialing the internal access number
196
for the auto attendant that you have just created.
14.Once you are satisfied with the operation of the auto attendant, you can use it as the destination for external
lines or for line coverage.
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9.3 Accessing an Attendant Internally
Each auto attendant is automatically assigned an internal number which can be used to access the auto attendant. This
can be used for testing the auto attendant. It can also be used as the destination for call transfers and call forwarding.
Attendant
Auto Attendant Access
1
2
3
4
5
6
7
8
9
7801
7802
7803
7804
7805
7806
7807
7808
7809
9.4 Recording Prompts
The system uses a series of internal numbers to allow the recording of auto attendant prompts.
Dialing the appropriate number shown in the table below allows recording and playback of the matching auto attendant
prompt. The numbers are also displayed in the web manager auto attendant menus.
It is important to understand that callers to an auto attendant hear more than one prompt
1. If the auto attendant's Emergency Greeting setting is enabled, the recorded emergency greeting if played.
2. Depending on the time profile being used, the morning, afternoon, evening or out of hours greeting is then
played.
3. Finally the morning, afternoon, evening or out of hours menu is played.
Auto Attendant
Greeting Prompts
1
2
3
4
5
6
7
8
9
Morning Greeting
7811
7812
7813
7814
7815
7816
7817
7818
7819
Afternoon Greeting
7821
7822
7823
7824
7825
7826
7827
7828
7829
Evening Greeting
7831
7832
7833
7834
7835
7836
7837
7838
7839
Out of Hours Greeting
7851
7852
7853
7854
7855
7856
7857
7858
7859
Emergency Greeting
7861
7862
7863
7864
7865
7866
7867
7868
7869
Morning Menu
7841
7842
7843
7844
7845
7846
7847
7848
7849
Afternoon Menu
7871
7872
7873
7874
7875
7876
7877
7878
7879
Evening Menu
7881
7882
7883
7884
7885
7886
7887
7888
7889
Out of Hours Menu
7891
7892
7893
7894
7895
7896
7897
7898
7899
Auto Attendant Access
7801
7802
7803
7804
7805
7806
7807
7808
7809
Action Prompts
The auto attendant access numbers shown above allow internal access to an auto attendant. Calls can be transferred to
these numbers.
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9.5 Answering External Calls with an Attendant
When Do Calls Go to an Auto Attendant?
The system supports the configuration of up to 9 auto attendant services to answer and redirect calls. If an auto attendant
has been configured, it can be used to answer calls on external lines as follows:
· Unanswered Calls Coverage
Each trunk or trunk channel is configured with a coverage destination for its incoming calls. It can also be
configured with a selected auto attendant that will be used to answer unanswered calls at the trunk or trunk
channels coverage destination. When the auto attendant is used and the delay before it answers unanswered call
can be adjusted.
· Immediate Call Coverage
The delay used for unanswered call coverage can be set to immediate. When that is done, the auto attendant will
answer before the trunk or trunk channels configured coverage destination.
· Answering Specific External Calls
On trunks that support the setting of separate DID or call-by-call destinations, an auto attendant can be selected as
the destination for matching calls. This allows auto attendants to be used to answer incoming calls to specific
numbers separate from the trunk channels own coverage destination settings. This option is not supported on
analog trunks.
· Manual Answering
Each auto attendant has an internal number assigned to it. That number can be used by extension users to transfer
calls to the auto attendant.
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Configuring Auto Attendant Call Coverage
1. The method for accessing a trunk's VMS Settings depends on the trunk type.
· Analog Trunks
Select System in the menu bar and click Trunks. Select the trunk, click View Details and then Advanced.
The trunk's VMS Settings are part of the menu now displayed.
· PRI Trunks
Select System in the menu bar and click Trunks. Select the trunk and then click the
Channel Setup panel. Select the channels and click View Details.
· SIP Trunks
Select System in the menu bar and click SIP Trunks. Select the trunk and then click the
Channel Setup panel. Select the channels and click Details.
edit icon in the
edit icon in the
2. Adjust the VMS Settings to set which auto attendant should be used, when it should be used and how quickly it
should answer calls.
· VMS Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the
system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
· VMS Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when
the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
· VMS Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to
the selected auto attendant. The options are:
· Always
Redirect calls when the system is in both day and night service modes.
· Day Only
Redirect calls only when the system is not in night service.
· Night Only
Redirect calls only when the system is in night service.
· Never
Do not redirect calls.
· VMS Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.
3. Click Save.
9.6 Changing an Auto Attendants Language
By default each auto attendant uses the same language prompts as the system language setting. However, the language
used by a particular auto attendant can be changed.
Warning: Installed and Available Languages
By default not all languages are included in the voicemail/auto attendant prompt files on the system. If the language
required is not present, either UK English or US English is used. Additional languages can be loaded using IP Office
Manager, they cannot be loaded using IP Office Web Manager. The languages present by default depend on the type of
System SD card used by the system:
· IP Office A-Law SD Card: UK English, French and Spanish.
· IP Office U-Law SD Card: US English, Candian French and Latin Spanish.
· PARTNER SD Card: UK English, French and Spanish.
· Norstar SD Card: UK English, French, Arabic.
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Changing the Auto Attendant Language
1. Click Incoming Call Management in the menu bar and then click Auto Attendant.
2. Double click on the details of the required auto attendant.
3. In the Language column, select the required language. Possible languages are:
· Arabic, Brazilian Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French,
German, Italian, Korean, Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish
(Argentinean), Spanish (Latin), Spanish (Mexican), Swedish, UK English, US English.
4. Click Save.
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Chapter 10.
Restricting Outgoing Calls
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10. Restricting Outgoing Calls
The system provides a number of methods to restrict which external numbers a user can or cannot dial.
· Allowed Number Lists 205 / Disallowed Number Lists 204
These lists are used in define numbers that can or cannot be dialed. Users are then associated with the different
lists.
Allowed Numbers
Each allowed list contains external telephone numbers that members of the list are allowed to
dial. The allowed lists to which a user is assigned override any disallowed lists to which they are
also assigned. The numbers in the user's assigned allowed lists also override the Calls Barred
and Outgoing Call Restrictions settings that may be applied to a user.
There are eight lists, each containing up to 10 numbers. Each number can use the telephone
dialing digits 0 to 9, *, # and can be up to 28 digits long. You can also use the ? character as a
single digit wildcard.
Disallowed Numbers
Each disallowed list contains external telephone numbers that users who are assigned to the list
cannot dial. There are eight lists, each containing up to 10 numbers. Each number can use the
telephone dialing digits 0 to 9, *, # and can be up to 28 digits long. You can also use the ?
character as a single digit wildcard.
Numbers in the disallowed lists of which a user is a member are overridden if they also appear
in the allowed numbers lists, emergency number list of which the user is a member and also by
marked system speed dials.
Emergency Numbers
You can enter 10 emergency phone numbers into this list. This list is applied to all users and
overrides any dialing restrictions that would otherwise be applied to the users.
· Account Codes 206
Each user can be configured to need to enter a valid account code whenever they make an external call.
· Outgoing Call Restrictions 203
For each user, the type of external calls that the user is able to make can be configured.
· Marked Speed Dials 208
When a user uses a stored system speed dial number, the actual number dialed is subject to all the call barring
methods as if the user had dialed the number directly. However system speed dials set as 'marked speed dials'
override any call restrictions.
· Night Service 230
When the system is set to night service, any users in the Night Service Group need to enter the system password
when making an external call.
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Restricting Outgoing Calls:
10.1 Barring a User from Making External Calls
You can restrict a user from make any outgoing external calls except to numbers in the Emergency Numbers List and
any Allowed Lists of which they are a member. Th
Barring a User from Making External Calls
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. Change the Calls Barred setting to Yes to restrict the caller's external calls.
4. Click Save.
10.2 Restricting a User's External Calls
Restricting a User's External Calls
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. Click Advanced.
4. Select the required setting for the user's Outgoing Call Restrictions setting.
· Outgoing Call Restrictions: Default = No Restriction.
For each user, this field sets the type of outgoing external calls that the user can normally make. Any
restrictions applied do not apply to numbers in the Emergency Numbers List and to numbers in any
Allowed Lists of which the user is a member.
· No Restrictions
The user can make outgoing external calls. The Allowed Lists and Disallowed Lists of which the user is
a member still apply.
· Inside only
The user can only make internal calls.
· Local only
The user can only make outgoing external calls to numbers matching local numbers.
5. Click Save.
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10.3 Setting Up Disallowed Numbers
Each disallowed list contains external telephone numbers that users who are assigned to the list cannot dial. There are
eight lists, each containing up to 10 numbers. Each number can use the telephone dialing digits 0 to 9, *, # and can be up
to 28 digits long. You can also use the ? character as a single digit wildcard.
Numbers in the disallowed lists of which a user is a member are overridden if they also appear in the allowed numbers
lists, emergency number list of which the user is a member and also by marked system speed dials.
To Edit an Disallowed Numbers List
1. From the menu bar, click on User.
2. The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
3. From the List Management table, select the View Details link of the list that you want to edit.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
4. When completed click Save.
5. To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
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10.4 Setting Up Allowed Numbers
Each allowed list contains external telephone numbers that members of the list are allowed to dial. The allowed lists to
which a user is assigned override any disallowed lists to which they are also assigned. The numbers in the user's assigned
allowed lists also override the Calls Barred and Outgoing Call Restrictions settings that may be applied to a user.
There are eight lists, each containing up to 10 numbers. Each number can use the telephone dialing digits 0 to 9, *, # and
can be up to 28 digits long. You can also use the ? character as a single digit wildcard.
To Edit an Allowed Numbers List
1. From the menu bar, click on User.
2. The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
3. From the List Management table, select the View Details link of the list that you want to edit.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
4. When completed click Save.
5. To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
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10.5 Using Account Codes
Extensions can be required to enter a valid account code when they make an outgoing external call. The Account Code
Entries list contains the account codes that are accepted as being valid and the selected users who are required to enter
one of these codes, ie. the users who are set to Forced Account Code Entry.
Account codes are commonly used to control cost allocation and out-going call restriction. The account code used on a call
is included in the call information output by the system SMDR call log. Users can enter an account code during a call using
an Account Code Entry button. Once a user has entered an account code with a call, only that user can change that calls
account code by entering another one.
Once a call has been completed using an account code, the account code information is removed from the user's call
information. This means that redial functions will not re-enter the account code.
All users (except analog phones) can also enter voluntary account codes at any time during a call by using an Account
Code Entry button. Voluntary account codes are recorded in the same way as forced account codes but are not
validated.
To Edit the Account Codes List
1. From the menu bar, click on User.
2. The Outgoing Calls panel next to the list of users gives a summary of the currently configured lists. Click on the
edit icon.
3. From the List Management table, select the View Details link of the list that you want to edit.
· The Account Code List panel displays the account codes. Edit these as required.
· The Telephone Numbers in List panel displays the allowed numbers. Edit the numbers as required.
· The Assign Users to List panel is used to set which users are assigned to the list.
4. When completed click Save.
5. To access another list click on << Previous List or Next List >>. Alternatively click on << Back to return to the
table of all the lists.
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Setting a User to Forced Account Code Entry
The user's forced account code entry setting can be changed directly. Doing so will also change their assigned or
unassigned status in the account codes list.
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. Click Advanced.
4. Select the required setting for the user's Forced Account Code Entry setting.
· Forced Account Code Entry: Default = Off.
For each user, if this setting is selected, that user is required to enter an account code from the Account
Codes list when making an external call. This can only be overridden by use of the Password 72 to make a
call.
5. Click Save.
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10.6 Using Marked Speed Dials
Some system speed dials can be set as being 'marked speed dials'. These can be used to override restrictions that would
otherwise be applied if the user dialed that number directly or used the same number in an unmarked speed dial.
· Users can use a marked speed dial even if the number it dials is in one of the their assigned disallowed number
lists.
· Users can use a marked speed dials even when the extension from which they are dialing is locked.
· Users in the night service group can use a marked speed dial when the system is in night service without having to
enter the system password.
Creating Marked Speed Dials
1. Click Outgoing Call Management in the menu bar and then click Speed Dial.
2. Depending on whether you want to add or edit a speed dial:
· To add a new speed dial click New Speed Dial.
· To edit an existing speed dial, double click on the speed dials existing details.
3. Check the speed dial name and number are correct. To make the speed dial a marked speed dial, add a * to the
front of the number. When the speed dial is used, the * is not included in the dialed number. If a * is required in
the dial number, the speed dial should be start with **.
4. Click Save.
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Chapter 11.
Voicemail Configuration
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11. Voicemail Configuration
All systems support user voicemail as standard. A mailbox is automatically created for every user and its use is enabled.
This section covers those settings that can be controlled and adjusted through the system configuration. There are
additional settings that can be adjusted by the mailbox user through the menu prompts provided by the voicemail mailbox
when collecting messages. For details of those options refer to the appropriate mailbox user guide.
When Do Calls Go To a User's Mailbox?
If a user has voicemail enabled, calls directed to ring at that user's extension go to the user's voicemail after having rung
them for the time set by the user's Voicemail Coverage Rings setting (approximately 15 seconds by default). For
incoming external calls, this will apply if the user is set as the line's Coverage Destination.
· The above does not apply for calls altering just on a line appearance button that the user has assigned or alerting
the user as part of a hunt group.
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11.1 Licensing
The system's voicemail services, both user mailboxes and call auto attendants, operate without requiring any licenses.
However the number of simultaneous calls and the message storage capacity is controlled by the number of voicemail
licenses added to the system's configuration.
· Number of Simultaneous Calls
Without any voicemail licenses, the number of simultaneous calls using the voicemail services is limited to 2. Each
voicemail license added enables an additional 2 simultaneous calls, up to a maximum of 6.
· Voicemail Storage Capacity
The user mailboxes are also limited to a maximum of 15 hours storage for messages, greeting and prompts.
However, each additional voicemail license added also enables an additional 5 hours of storage up to a maximum of
25 hours.
Adding Licenses
Firstly check that the licence information that you have been supplied has been issued against the Feature Key number of
the System SD card installed in the system. Licenses issued against another Feature Key number will be invalid.
1. Click System in the menu bar and then click License.
2. The current licenses entered in the system are shown. Click Add License.
3. Cut and paste the license key supplied into the field for the new key.
4. Click Save.
11.2 Setting the Mailbox Mode
The user mailbox controls can operate in either of two ways; IP Office mode or Intuity mode. The selected mode affects
the keys presses used for different actions when the mailbox is accessed. The system's mailbox mode setting affects all
user mailboxes.
Separate mailbox user guides are available for each mode.
Changing the Mailbox Mode
1. Click on System in the menu bar and then click on Switch.
2. The Voicemail Mode setting is shown in the System Parameters panel.
3. Select the mode required and click Save.
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11.3 Switching Voicemail On/Off
The user can turn the use of voicemail to answer their calls on or off. Depending on the user's phone, they can do this
using options in the phones own menus. If this is not possible, you can provided their phone with a VMS Cover button
which they can then use to turn voicemail on or off.
Programming a Voicemail Cover Button for a User
1. Click on User in the menu bar.
2. Highlight the required user by clicking on them.
3. Click on the
edit icon in the Button Programming panel on the right.
4. The current button programming for the user is displayed.
5. In the Program Buttons panel click on the button that you want to program. The current settings of that button
are displayed in the Button Specification panel.
6. Click on the Assign Feature button.
7. Select Programming Features.
8. From the Coverage panel select VMS Cover.
9. Click OK.
Turning a User's Voicemail On or Off
If required, you can turn a user's use of voicemail on or off through the system configuration.
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. In the Voicemail panel, use the Automatic VMS Cover setting to switch voicemail use on or off.
4. Click Save.
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11.4 Setting the Voicemail Answer Delay
The delay before voicemail answers any unanswered call alerting the user can be adjusted. The normal default is
approximately 15 seconds. Setting a delay does not enable or disable the use of voicemail, that is done using the
Automatic VMS Cover 214 setting.
Changing a User's Mailbox Breakout Settings
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. Click Advanced.
4. In the Advanced Parameters panel, use the VMS Cover Ring setting to adjust the delay before unanswered calls
are answered by voicemail.
· VMS Cover Ring: Default = 3 (15 seconds). Range = 0 to 9.
For a user with Automatic VMS Cover enabled, this value sets how long a call alerts the user's extension
before it is redirected to voicemail.
· The option 0 for immediate voicemail is available. 0 is the only value usable for phantom extensions. If
selected it has the following effects.
· For a call that would have otherwise have alerted at the extension, the call now goes immediately to
voicemail.
· If the extension has call forwarding set, the forwarded call will continue ringing at the forwarding
target rather than going to voicemail.
· If the extension is the target for another extension's call forwarding, the call will go immediately to the
forwarding extension's voicemail.
5. Click Save.
11.5 Setting a Voicemail Code
Each user mailbox can be given a voicemail code that must be entered when accessing the mailbox to collect messages
and change mailbox settings. The user can set and change their own voicemail code through the mailbox prompts.
However, if necessary, you can also set and change the voicemail code through the system configuration.
Changing a User's Voicemail Code
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. In the Voicemail panel, enter the required code in the Voicemail Code field.
4. Click Save.
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11.6 Mailbox Breakout Settings
Callers hearing a user's mailbox greeting can be allowed to dial a key sequence in order to be transferred to another
number rather than leave a message. For example, they can be prompted to "...dial *0 to be transferred to the Sales
team." This is called mailbox breakout.
For each user, you can configure 3 breakout numbers, triggered by caller's dialing the appropriate digits during the
mailbox greeting. Those digits are 0, 2 or 3 for voicemail running in Intuity mailbox mode; *0, *2 or *3 for voicemail
running in IP Office mailbox mode. The destination numbers for the transfer must be internal.
· Important
If you change a user's mailbox breakout settings, remember to inform the user so that they can change their
recorded mailbox greeting
Changing a User's Mailbox Breakout Settings
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. Click Advanced.
4. In the DTMF Breakout panel, set the numbers that should be used for each of the mailbox breakout options.
5. Click Save.
11.7 Mailbox Language
By default the mailbox services provided to a user use the language set for the whole system 147 . However, a different
language can be selected for a user. If the voicemail service has prompts for that language available, it will then use
them.
Not that changing a user's language may also affect the language used for menus and information displayed on their
phone.
Warning: Installed and Available Languages
By default not all languages are included in the voicemail/auto attendant prompt files on the system. If the language
required is not present, either UK English or US English is used. Additional languages can be loaded using IP Office
Manager, they cannot be loaded using IP Office Web Manager. The languages present by default depend on the type of
System SD card used by the system:
· IP Office A-Law SD Card: UK English, French and Spanish.
· IP Office U-Law SD Card: US English, Candian French and Latin Spanish.
· PARTNER SD Card: UK English, French and Spanish.
· Norstar SD Card: UK English, French, Arabic.
Changing a User's Language Preference
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. In the Details panel, use the Language control to select the preferred language required by the user. Possible
languages are:
· Arabic, Brazilian Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French,
German, Italian, Korean, Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish
(Argentinean), Spanish (Latin), Spanish (Mexican), Swedish, UK English, US English.
4. Click Save.
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11.8 Using Voicemail Transfer
Users can transfer calls direct to another user's mailbox. In some cases they can do this using standard controls provided
by their phone, in which case refer to the appropriate telephone user guide.
For users whose phone does not provide its own control for voicemail transfer, you may be able to add a programmable
button set to the voicemail transfer. After pressing the button, the user's current call is put on hold and the user can then
enter the target extension number to indicate the mailbox required.
Programming a Voicemail Transfer Button
1. Click on User in the menu bar.
2. Highlight the required user by clicking on them.
3. Click on the
edit icon in the Button Programming panel on the right.
4. The current button programming for the user is displayed.
5. In the Program Buttons panel click on the button that you want to program. The current settings of that button
are displayed in the Button Specification panel.
6. Click on the Assign Feature button.
7. Select Programming Features.
8. From the Answering Calls panel select VMS Transfer.
9. Click OK.
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11.9 Using Voicemail Email
Voicemail email allows a mailbox user to receive an email when they have a new voicemail message. That email can be a
simple alert or it can include a copy of the voicemail message.
The use of voicemail email require the system to be configured with SMTP server settings and email addresses for users.
Once setup, users are able to access email settings through their voicemail mailboxes prompts and select the voicemail
email mode that they want used for their new messages:
· Off
Switches off the use of email for new message alerts.
· Copy
Send an email to the user's email address with the voicemail message attached. The method leaves the
original message in the user's voicemail mailbox.
· Forward
Send an email to the user's email address with the voicemail message attached. This method deletes the
original message from the user's voicemail mailbox
· Alert
Send an email alert about the new message but do not attach the message to the email.
· ! WARNING
The size of voicemail attachments is approximately 1MB per minute. The use of attachments will impose additional
traffic on the email server and large attachments may be blocked.
Configuring Voicemail Email
The following steps are required to allow users to use voicemail email.
1. Configure the Email Server Settings
2. Set User Email Addresses
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11.9.1 Configuring the Email Server Settings
Voicemail email requires the system to be able to access an SMTP email server. It then sends email messages to user
email addresses via this server.
This process requires the system to be given its own email address. In most cases, that will need to match the details of
an email account configured on the SMTP server.
If the user email addresses are not hosted on the same email server, the email server will need to relay the messages
from the system to the user email. Most email servers are not configured to relay or forward email messages by default.
They will typically only forward emails if the sender's email address settings match a mailbox account on the server or has
been specifically configured as an address to be relayed.
Configuring the Email Server Settings
1. Click on System in the menu bar and then click on Switch.
2. Click on Advanced.
3. The settings displayed include a panel for SMTP Configuration.
· IP Address: Default = 0.0.0.0
This field sets the IP address of the SMTP server being used to forward emails.
· Port: Default = 25. Range = 0 to 65534.
This field sets the destination port on the SMTP server.
· Send Email From: Default = Blank
This field sets the sender address to be used for emails from the system. Depending of the authentication
requirements of the SMTP server, this may need to be a valid email address hosted by that server. Otherwise
the SMTP email server may need to be configured to allow SMTP relay of this address.
· Server Authentication: Default = On
This field should be selected if the SMTP server being used requires authentication to allow the sending of
emails. When selected, the User Name and Password fields become available.
· User Name: Default = Blank
This field sets the user name to be used for SMTP server authentication.
· Password: Default = Blank
This field sets the password to be used for SMTP server authentication
· Enable CRAM-MD5: Default = Off.
This field should be selected if the SMTP server uses CRAM-MD5.
4. Click Save.
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11.9.2 Setting User Email Addresses
In order to use voicemail email features, an email address for the user must be entered into the system configuration. The
user cannot do this themselves. However, once an address is set, the user is able to access voicemail email settings
through their voicemail mailbox.
· If the email address is not one matching an account hosted by the email server to which the system initially sends
emails, then the email server may need to additional configuration to allow email forwarding or relay by the email
account being used by the system.
Setting the User Email Address
1. Click on User in the menu bar.
2. Scroll to the required user and click on View Details.
3. In the Phone User panel, enter the user's email address in the Email field.
4. Click Save.
11.9.3 Changing a User's Voicemail Email Mode
Once a user has an email address set in the system configuration, that user is able to switch voicemail email for their new
voicemail messages on or off. They do this through the prompts provided when they access their mailbox. Refer to the
appropriate mailbox user guides. However, through the system configuration you can see and, if required, change the
setting for a user.
Changing a User's Voicemail Email Mode Setting
1. Click on User in the menu bar.
2. Scroll to the required user and click on View Details.
3. In the Voicemail panel, use the Send to Email control to select the required mode for the user's voicemail email.
· Off
Switches off the use of email for new message alerts.
· Copy
Send an email to the user's email address with the voicemail message attached. The method leaves the
original message in the user's voicemail mailbox.
· Forward
Send an email to the user's email address with the voicemail message attached. This method deletes the
original message from the user's voicemail mailbox
· Alert
Send an email alert about the new message but do not attach the message to the email.
4. Click Save.
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Chapter 12.
Configuring Users and
Extensions
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12. Configuring Users and Extensions
The system automatically creates a user entry in its configuration for every possible extension port that it could support. It
does this regardless of whether physical equipment for the port is installed or not. User entries in the configuration that
are not matched by a physical extension port are treated as phantom users 27 . Therefore you do not need to add or
delete users from the configuration
12.1 Changing a User's Group Memberships
You can edit the groups of which a user is a member through the user list.
Changing a User's Group Memberships
1. Click User in the menu bar.
2. The list of users is displayed. The groups column lists the user's current group memberships.
3. Scroll the list to the user who you want to edit and double click on the row.
4. Click on the field in the groups column. The drop-down list allows you to select which groups the user is a member
of.
5. Set the user's group memberships and click Save.
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12.2 Loudspeaker Paging
A loudspeaker paging device can be connected to an analog extension port on the system. Only one such connection is
supported. That device can then be used as the paging target for several preset function.
Setting the Loudspeaker Extension
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. Click Advanced.
4. In the Equipment panel, use the Type drop-down list to select Loudspeaker Paging.
5. Click Save.
Paging the Loudspeaker Extension
The loudspeaker paging extension can be paged dialing 70 when making an internal call.
Making a Simultaneous Page
In addition to paging the loudspeaker paging device, users can also page the loudspeaker paging device and the members
of Calling Group 1 at the same time. This is done by dialing *70 when making an internal call
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12.3 Door Phone Operation
Up to two analog extension ports can be configured as door phones. When either door phone is taken off-hook, the other
extensions configured below are alerted and can answer the door phone user. This option is typically used to connect a
phone in a public area to a receptionist or similar.
Setting the Door Phone Extensions
1. Click on User in the menu bar.
2. Scroll the list of users to the required user and click on View Details.
3. Click Advanced.
4. In the Equipment panel, use the Type drop-down list to select Door Phone 1 or Door Phone 2.
5. Click Save.
Setting the Door Phone Alert Extensions
1. Select System in the menu bar and click Auxiliary Equipment.
2. In the Door Phone panel, use the Door Phone 1 Extn or Door Phone 2 Extn drop downs to select the extension
that is being used as a doorphone.
3. Use the matching Door Phone 1 Alert Extns or Door Phone 2 Alert Extns drop down to select the extensions
that should be alerted when the doorphone goes off hook.
4. Click Save.
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12.4 Using the System Password
This 4 digit password, if set, is used for several functions:
· The Night Service button user must enter the system password in order to switch night service on.
· The users in the Night Service group must enter the system password in order to make an external call to any
numbers not in the Emergency Numbers list or marked speed dial numbers.
· Override station lock.
· Override forced account code.
· Change an auto attendant's emergency greeting setting.
Setting the System Password
1. Click on System in the menu bar and then click on Switch.
2. In the Password field, enter the system password. This must be a four digit number.
3. Click Save.
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12.5 One Touch Transfer
One touch transfer operation can be used with a number of different button types. With a call currently connected, the
user can start the transfer process by pressing a button pre configured for the destination rather than having to first
press TRANSFER.
The button types that support this operation are listed below. Buttons programmed for voice or page calls can be used.
· Auto Dial ICM
· Auto Dial ICM - Page
· Group Calling - Ring
· Group Calling - Page
· Group Hunting - Ring
· Group Hunting - Page
· Simultaneous Page
1. With a currently connected call, the user starts the transfer by pressing the button programmed for the transfer
destination.
2. The system seizes an intercom button using the user's automatic line selection
are available, the button press is ignored.
154
setting. If no intercom buttons
3. When an intercom button is seized, the system puts the connected call on hold pending transfer and makes the
voice or page call to the transfer destination.
4. The user can switch between calls using the appropriate intercom and or line appearance for each call.
· If the transfer destination is busy then the transfer cannot be completed. The user should press the appropriate
appearance button for the held call to reconnect to the caller.
5. The user can complete the transfer by going on hook (replacing the handset, pressing SPEAKER or pressing
HEADSET depending on how they were handling the call being transferred) or pressing TRANSFER or selecting the
Complete soft key on the display.
· Calls transferred using one touch transfer are still subject to voicemail coverage or transfer return in the same way
as normal transferred calls.
· Using this feature and trying to complete a transfer to a door-phone, or a loudspeaker paging extension, is not
allowed. The transfer attempt is dropped and the original call remains on hold.
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Configuring Users and Extensions: One Touch Transfer
12.6 Page and Direct Calls
There are a number of ways to make page calls.
To Page a Group
For a call to a group of extensions, putting a * in front of the extension number of the group being called makes the call a
page call. The group type is ignored, instead, all users who are members of the group, have phones that support auto
answer and are currently not on another call, hear a single beep and can then hear you. However, you cannot hear the
group members.
To Page the Loudspeaker Extension
A loudspeaker paging device can be connected to an analog extension port on the system. The equipment Type of that
extension is then set to Loudspeaker Paging. That device can then be accessed by any user by dialing 70 when making
an internal call.
To Make a Simultaneous Page
In addition to loudspeaker paging (see above), users can also page the loudspeaker paging device and the members of
Calling Group 1 at the same time by dialing *70 when making an internal call.
To Make a Direct Call to an Extension
For an internal call to an individual extension, putting * in front of the extension number of the user being called makes
the call into a direct voice call. If supported by the phone being called, the call is automatically answered after the called
users hears 3 beeps. If the phone called does not support auto answer, the call is turned into a normal call.
Unlike a page call, the called user can also speak without having to take any further action if their phone has a handsfree
microphone. Otherwise they need to pickup the handset to be heard.
If the user called is already on a call when you attempt a direct voice call to them, you call is turned into a normal waiting
call.
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Chapter 13.
Night Service
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13. Night Service
Night service can be used to redirect incoming calls outside normal business hours. When night service is enabled:
· When the system is put into night service, the Coverage Destinations of all trunks and trunk channels are
overridden. Instead all calls to which the Coverage Destination would have been applied are present to the users
in the night service group. The only exception are calls routed to specific destinations by DID call mapping or Callby-Call settings.
· The group is a Ring All groups, that is a call to the group will alert all the available group members (those not
already on a call) until the call is answered.
· Any ring delays on trunks are ignored. Instead calls redirected to the Night Service Group members alert
immediately.
· If a system password is set, users in the Night Service Group need to enter that number when dialing external
calls. The only exception is if dialing numbers in the Emergency Numbers list and marked system speed dials. No
additional outgoing call restrictions are applied to any users not in the Night Service Group.
· The auto attendant coverage options for lines change to their night service settings. This may alter whether auto
attendant coverage is used for the line or not and the delay applied before coverage is applied.
· Those auto attendants with their own Night Service setting enabled, switch to using their out of hours settings
regardless of their own time settings.
How is Night Service Controlled
The phone connected to the first extension on the system (the top-left most port on the system's control unit) is given a
Night Service button. The extensionuser can then use that button to manually put the system into night service when
required.
Configuring Night Service
1. The following steps are necessary to use night service:
a. Add a Night Service Button
231 .
b. Add Users to the Night Service Group
232 .
2. The following step is optional but recommended when using night service:
a. Set a System Password
232 .
3. The following steps can also be used with night service:
a. Adjusting trunk auto attendant coverage
b. Overriding auto attendant time settings
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234 .
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Night Service:
13.1 Adding a Night Service Button
The Night Service button feature is used on a button on the first extension on the system to turn night service on and
off.
· You can only program a Night Service button on the first extension port on the system.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· If the user has this feature enabled, removing this button will turn the feature off.
· If you reassign this function to another button, it is removed from existing button where it is assigned.
· The Night Service Button returns to the status (on/off) it was in immediately prior to a power failure or to a system
reset being used.
Programming a Night Service Button
1. Click on User in the menu bar.
2. Highlight the required user by clicking on them.
3. Click on the
edit icon in the Button Programming panel on the right.
4. The current button programming for the user is displayed.
5. In the Program Buttons panel click on the button that you want to program. The current settings of that button
are displayed in the Button Specification panel.
6. Click on the Assign Feature button.
7. Select System Features.
8. Select Night Service.
9. Click OK.
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13.2 Editing the Night Service Group
The members of the night service group are used as the destination for most external calls when the system is in night
service 230 . The night service group is a collective group, that is all members are alerted at the same time.
· When the system is put into night service, the Coverage Destinations of all trunks and trunk channels are
overridden. Instead all calls to which the Coverage Destination would have been applied are present to the users
in the night service group. The only exception are calls routed to specific destinations by DID call mapping or Callby-Call settings.
· The group is a Ring All groups, that is a call to the group will alert all the available group members (those not
already on a call) until the call is answered.
· Any ring delays on trunks are ignored. Instead calls redirected to the Night Service Group members alert
immediately.
· If a system password is set, users in the Night Service Group need to enter that number when dialing external
calls. The only exception is if dialing numbers in the Emergency Numbers list and marked system speed dials. No
additional outgoing call restrictions are applied to any users not in the Night Service Group.
Editing the Night Service Group
1. Click Incoming Call Management in the menu bar and then click Groups.
2. The list of groups supported by the system is displayed.
3. Scroll the list to the Night Service Group and double click on it.
4. The Edit Group menu is shown for the group.
5. Select the users who should be members of the group.
6. Click Save.
Changing a User's Group Memberships
1. Click User in the menu bar.
2. Scroll the list to display the user whose group membership you want to adjust.
3. Double click on the user.
4. Click on the box in the Groups column. The drop-down lists all the groups and shows the groups for which the user
is a selected member. Select the Night Service Group.
5. Click Save.
13.3 Setting the System Password
The system password is used for a number of functions. In conjunction with night service operation, if the system
password is set, it restricts the external numbers that members of the night service group can dial.
Note however that the password also affects a other functions if set.
· The Night Service button user must enter the system password in order to switch night service on.
· The users in the Night Service group must enter the system password in order to make an external call to any
numbers not in the Emergency Numbers list or marked speed dial numbers.
· Override station lock.
· Override forced account code.
· Change an auto attendant's emergency greeting setting.
Setting the System Password
1. Click on System in the menu bar and then click on Switch.
2. In the Password field, enter the system password. This must be a four digit number.
3. Click Save.
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Night Service: Setting the System Password
13.4 Adjusting Trunk Auto Attendant Coverage
An auto attendants can be used to answer incoming calls on a trunk or trunk channel. Through the trunk or trunk channels
own settings, you can configure which auto attendant is used. You can alter whether the auto attendant is used during day
service, night service or both. You can also adjust the delay used to answer calls during day service and during night
service.
Note that these settings are not used for calls on the trunk or trunk channel that have been routed to a destination using
DID call mapping or Call-by-Call settings.
Changing the Auto Attendant Coverage Settings of a Line
1. The method for accessing a trunk's VMS Settings depends on the trunk type.
· Analog Trunks
Select System in the menu bar and click Trunks. Select the trunk, click View Details and then Advanced.
The trunk's VMS Settings are part of the menu now displayed.
· PRI Trunks
Select System in the menu bar and click Trunks. Select the trunk and then click the
Channel Setup panel. Select the channels and click View Details.
· SIP Trunks
Select System in the menu bar and click SIP Trunks. Select the trunk and then click the
Channel Setup panel. Select the channels and click Details.
edit icon in the
edit icon in the
2. Adjust the VMS Settings to set which auto attendant should be used, when it should be used and how quickly it
should answer calls.
· VMS Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the
system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
· VMS Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when
the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
· VMS Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to
the selected auto attendant. The options are:
· Always
Redirect calls when the system is in both day and night service modes.
· Day Only
Redirect calls only when the system is not in night service.
· Night Only
Redirect calls only when the system is in night service.
· Never
Do not redirect calls.
· VMS Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.
3. Click Save.
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13.5 Overriding Auto Attendant Time Settings
Each auto attendant can have its own time settings for morning, afternoon, evening and out of hours. These control which
greetings the auto attendant uses and the options it provides to callers at those different times.
Each auto attendant also has a Night Service setting. This is used as follows:
· Those auto attendants with their Night Service option enabled will immediately switch to using their out of hours
settings when the system is put into night service.
· Those auto attendants with their Night Service option disabled will continue to follow their own time settings
regardless of whether the system is in night service of not.
Checking and Changing an Auto Attendants Night Service Setting
1. Click Incoming Call Management in the menu bar and then click Auto Attendant.
2. The list of auto attendants is displayed.
3. To change the setting for a particular auto attendant in the list, double-click on the auto attendant. Change the
Night Service setting and click Save.
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Chapter 14.
Button Programming
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14. Button Programming
Most Avaya phones have buttons to which functions can be assigned. For some phones, additional buttons can also be
added by attaching a button module to the phone.
Default Buttons and Button Numbering
The default button assignment depends on whether the system's Mode
72
is set as Key or PBX.
· Key Mode
· 01-02: Intercom Buttons
The first two buttons are used as Intercom 1 and Intercom 2 buttons for internal calls. This function is
automatically assigned to the buttons by the system and cannot be overridden by the system administrator or
extension user.
· 03+: Line Buttons
Buttons 03 and upwards up to the system's Number of Lines setting are used as line appearance buttons for
external calls. These cannot be overridden by the extension user.
· Other Buttons
Any additional buttons can be used for additional functions. These buttons can be programmed by the system
administrator and, for some functions, the extension user.
· Button Numbering
All buttons are numbered from 01, from left to right, starting from the bottom row up.
· PBX Mode
· 01-03 (ETR 01-02): Call Appearance Buttons
The first three buttons (two only on ETR phones) are used call appearance buttons for making and answering
calls. They can be used for both internal and external calls. This function is automatically assigned to the
buttons by the system and cannot be overridden by the system administrator or extension user.
· Other Buttons
Any additional buttons can be used for additional functions. These buttons can be programmed by the system
administrator and, for some functions, the extension user.
· Button Numbering
All buttons are numbered from 01, from left to right, starting from the bottom row up. However for 1400, 9400
and 9500 Series telephones, buttons are numbered from 01 from left to right, starting from the top row
downwards.
Programming a User's Buttons
1. From the menu bar, click User.
2. In the Phone User List, locate the user who you want to edit and click on the View Details link adjacent to their
details.
3. On the right is a panel labeled Button Programming. Click on the
edit icon in the panel.
4. The Program Buttons panel can work in either of two modes. To use it in photo mode, ensure that the Select
Handset option is set to the type of telephone the user has. To use it in list mode, set the Select Handset option
to Default.
5. Select the button you want to program:
· In photo mode, click on the button in the telephone picture.
· In list mode, click on the button in the list of buttons.
6. The Button Specification panel shows the current settings of the button. You can use this panel to change the
button's settings or to change its function.
a. To change the buttons function, click Assign Feature. From the menu that is displayed, select the required
function. Some functions require additional information, a menu to enter that information displayed when then
is the case.
· Intercom buttons are automatically programmed by the telephone system and cannot be overridden.
· To remove the existing function from a button select Blank.
b. Click OK.
7. After making any changes, select any other button that you want to program.
8. When you have completed programming the user's buttons, click Save.
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Button Programming:
9. Click << Back to return to the user list and program the buttons for other users.
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14.1 Button Programming Functions
Function
Absent Message
241
Account Code Entry
Active Line Pickup
241
241
Auto Dial - Intercom
Auto Dial - Other
Call Coverage
Caller ID Log
241
242
243
Call Forwarding
Call Pickup
241
242
LED
A button set to this function allows the user to set or clear an absent message for
display on their phone. When set, the absent message is also displayed on other
extensions when they call the user.
Yes
A button set to this function allows the user to enter an account code prior to
making a call or during a call.
Yes
A button set to this function allows the user to answer a call on a particular line. It
can be used if the call is ringing, held or already answered by another extension.
–
A button set to this function allows the user to make a call to another specified
extension. The button lamp will also indicate when that other extension is in use.
–
A button set to this function allows the user to make a call using a number stored
–
by the button. The number can be an internal number, an external number, an
account code or any other number. The button can then be used when a number of
that type needs to be dialed.
A button set to this function allows the user to switch call coverage for their
extension on or off. The button settings include the extension number of the
extension providing coverage. When on, calls to the user that ring unanswered for
the user's number of coverage rings then also start ringing at the call coverage
extensions.
–
A button set to this function allows the user to view the phone system's call log of
all caller IDs of calls received by the system. To use the button the user must be
one of the three extensions configured for call ID logging.
Yes
A button set to this function allows the user to redirect all their calls to another
number. Extensions with Remote Call Forwarding enabled can also forward calls
externally by specifying a personal speed dial as the destination.
–
A button set to this function allows the user to pickup a call alerting at a specified
–
extension. Separate buttons can be created for each extension for which call pickup
is required.
243
Caller ID Inspect
243
Caller ID Name Display
243
Calling Group
Description
243
Call Screening
A button set to this function allows the user to swap the display of caller ID name
and number information on their extension.
Yes
A button set to this function allows the user to call or page the calling group
represented by the button.
–
This function is used to enable or disable call screening. While enabled, when a
Yes
caller is presented to the user's voicemail mailbox, if the user's phone is idle they
will hear through the phone's handsfree speaker the caller leaving the message and
can select to answer or ignore the call.
244
Conference Drop
A button set to this function allows the user to see the caller ID of a call on another Yes
line without interrupting the current call to which they are connected.
246
A button set to this function allows the user to drop a call from a conference.
–
Contact Closure 1
246
A button set to this function allows the user to operate the system's contact closure –
1 connection. The user must be a member of the contact closure group.
Contact Closure 2
246
A button set to this function allows the user to operate the system's contact closure –
2 connection. The user must be a member of the contact closure group.
Do Not Disturb
Hot Dial
246
A button set to this function allows the user to dial a number without first going off Yes
hook or pressing the SPEAKER button. Automatic line selection is used to select a
line.
246
Hunt Group
A button set to this function allows the user to set the extension's do not disturb on Yes
or off.
247
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A button set to this function allows the user to call or page the hunt group
represented by the button.
–
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Button Programming: Button Programming Functions
Function
Idle Line Pickup
247
Last Number Redial
247
Loudspeaker Paging
247
Message Alert
Notification 247
Night Service Button
Pickup Group
Privacy
Recall
230
248
Save Number Redial
Simultaneous Page
VMS Cover
248
–
A button set to this function allows the user to redial the last external number
dialed.
–
A button set to this function allows the user to redial the last external number
dialed.
–
A button set to this function allows a user to see the current state of other user's
message waiting lamps. It can only be used in conjunction with other users for
which this user has Auto Dial - Intercom buttons configured.
–
A night service button is used to switch night service
Yes
230
on/off.
A button set to this function allows the user to turn privacy on or off. When on,
other extensions are not able to bridge into the user's calls.
–
A button set to this function allows the user to send a recall or hook flash signal.
–
A button set to this function allows the user to save the number dialed during a call –
and to redial that number when idle. This can be used when the number dialed
does not answer.
A button set to this function allows the user to lock their extension from being used –
to make calls. After they press the button, they are prompted to enter a four digit
code after which the extension is locked. If the extension is already locked,
pressing the button prompts for reentry of the four digit code to unlock the
extension.
This function can only be used by the first two extensions in the system. A button
set to this function allows the user to unlock any extension without needing to
know the code that was used to lock that extension. When the button is pressed,
the user is prompted to enter the number of the locked extension.
249
–
A button set to this function allows the user to switch use of voicemail coverage for –
their extension on or off.
249
VMS Mailbox Transfer
Wake Up Service
A button set to this function allows the user to seize a line if that line is idle. This
allows the user to access line for which they do not have a line appearance button
on their extension.
A button set to this function allows the user to save the number dialed during a call –
and to redial that number when idle. This can be used when the number dialed
does not answer.
248
248
Station Unlock
LED
A button set to this function allows the user to answer a call being presented to any –
extension that is a member of the pickup group configured for the button.
248
248
Station Lock
Description
249
250
A button set to this function allows the user to transfer their current call to another –
extension's mailbox. After pressing the button, the current call is put on hold and
the user can then enter the target extension number to indicate the mailbox
required.
A Wake Up Service button can be assigned for the first extension in the system
only. Using this button, the extension user can set wake up calls within the next
24-hour period for any other extension.
Yes
Some functions are unique, ie. if already assigned to a button, assigning the function to another button will automatically
clear the setting from the existing button.
Some functions are only supported on buttons that include lights to indicate status. If programmed onto a button without
lights, the function may not work.
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14.2 Manager Buttons
In some cases, the names used for the programming of button features in the Manager application differ from those used
in the phone based administration menus. The table below matches the names used by each interface.
There are also some functions available through Manager that are not accessible through phone based administration.
Phone
Manager
Phone
Manager
Absent Message
Absent Text
Hunt Group
Group Hunting - Page
Account Code Entry
Account Code Entry
Auto Dial - Other
Auto Dial - Outside
Pickup Group
Group Pickup
Auto Dial - Intercom
Auto Dial - ICM
Hot Dial
Hot Dial
Auto Dial - ICM Page
Last Number Redial
Last Number Redial
Call Coverage
Call Coverage
Loudspeaker Page
Loudspeaker Paging
Caller ID Name Display
Call ID Name - Display
Night Service
Night Service
Caller ID Log
Call Log
Not available
Outgoing Call Restriction
Call Pickup
Call Pickup
Privacy
Privacy
Caller ID Inspect
Caller ID Inspect
Recall
Recall
Conference Drop
Conference Drop
Saved Number Redial
Save Number Redial
Contact Closure 1
Contact Closure 1
Simultaneous Page
Simultaneous Page
Contact Closure 2
Contact Closure 2
Station Lock
Station Lock
Active Line Pickup
Direct Line Pickup - Active
Station Unlock
Station Unlock
Idle Line Pickup
Direct Line Pickup - Idle
VMS Cover
VMS Cover
Do Not Disturb
Do Not Disturb
Voice Mailbox Transfer
VMS Transfer
Calling Group
Group Calling - Page
Hunt Group 777
Voicemail Collect
Group Calling - Ring
Wake Up Service
Wake Up Service
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Button Programming: Manager Buttons
14.3 Absent Message
A button set to this function allows the user to set or clear an absent message for display on their phone. When set, the
absent message is also displayed on other extensions when they call the user.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· If the user has this feature enabled, removing this button will turn the feature off.
· The button can also be used to check the absent message setting of other users. When pressed, pressing the Auto
Dial - Intercom button of another user will display that users current absent message setting (alternately select
Insp and dial the user's extension number).
· Not supported on ETR6 and 1403 phones. Not supported on BST phones without a display and soft keys.
14.4 Account Code Entry
A button set to this function allows the user to enter an account code prior to making a call or during a call.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· Once a user has associated an account code with a call, only that user can change the account code by entering
another one.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 12.
· On BST phones, press FEATURE and dial 900.
14.5 Active Line Pickup
A button set to this function allows the user to answer a call on a particular line. It can be used if the call is ringing, held
or already answered by another extension.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button, press an intercom or call appearance button and then 68
and the line number.
14.6 Auto Dial - Intercom
A button set to this function allows the user to make a call to another specified extension. The button lamp will also
indicate when that other extension is in use.
· This type of button can be used for one touch transfer operation.
14.7 Auto Dial - Other
A button set to this function allows the user to make a call using a number stored by the button. The number can be an
internal number, an external number, an account code or any other number. The button can then be used when a number
of that type needs to be dialed.
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14.8 Call Coverage
A button set to this function allows the user to switch call coverage for their extension on or off. The button settings
include the extension number of the extension providing coverage. When on, calls to the user that ring unanswered for the
user's number of coverage rings then also start ringing at the call coverage extensions.
· When on, a call to the extension that ring unanswered for the extension's Call Coverage Rings setting will also start
alerting on the covering extension specified by the button.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function does not require a button that includes lights. However, if set on a button with lights, the green LED
will match whether the function is on or off.
· If the user has this feature enabled, removing this button will turn the feature off.
· Programming the destination and/or the originator onto the call coverage button is optional.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 20.
· On BST phones, press FEATURE and dial 932.
14.9 Call Forwarding
A button set to this function allows the user to redirect all their calls to another number. Extensions with Remote Call
Forwarding enabled can also forward calls externally by specifying a personal speed dial as the destination.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· If the user has this feature enabled, removing this button will turn the feature off.
· For analog lines and T1 lines without DID, the extension must be the Line Coverage Extension for that line.
· You can forward outside, intercom, transferred and voice signaled calls.
· You cannot forward group calls, calls to doorphone alert extensions, coverage calls, transfer-return calls and night
service calls.
· The system will only forward calls on lines that have reliable disconnect. For these lines, Hold Disconnect Time must
be set to a value other than 00 (No Detection).
· The extension must have an available line to forward the call to an outside number.
· The system uses the extension’s automatic line selection setting to determine which line to use for the outgoing
call.
· Extension's with Remote Call Forwarding enabled can also forward calls externally by specifying a personal speed
dial (80 to 99) as the destination.
· You can also access this option by pressing FEATURE 11 and entering the destination number. To switch
forwarding off enter the extension's own number as the destination.
· Programming the destination and/or the originator onto the call coverage button is optional.
· Extensions configured as doorphone extension or loudspeaker device will ignore any forwarding set on the
extension.
· Do not disturb overrides call forwarding.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 11.
· On BST phones, press FEATURE and dial 4.
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14.10 Call Pickup
A button set to this function allows the user to pickup a call alerting at a specified extension. Separate buttons can be
created for each extension for which call pickup is required.
· If an extension already has a button set to this function and target, creating another button with this function to the
same target will automatically clear the setting from the existing button.
· To access this function without a programmable button, press an intercom or call appearance button and dial 6
followed by the extension number.
14.11 Caller ID Inspect
A button set to this function allows the user to see the caller ID of a call on another line without interrupting the current
call to which they are connected.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 17.
· On BST phones, press FEATURE and dial *0.
14.12 Caller ID Log
A button set to this function allows the user to view the phone system's call log of all caller IDs of calls received by the
system. To use the button the user must be one of the three extensions configured for call ID logging.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· To access this function without a programmable button, press FEATURE and then dial 23.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and dial 23.
· On BST phones, press FEATURE and dial 812.
14.13 Caller ID Name Display
A button set to this function allows the user to swap the display of caller ID name and number information on their
extension.
On some phones, after the call is answered the call display is not able to show both the caller ID name and number. This
function allows the user on such phones to toggle between the name and the number.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· If the user has this feature enabled, removing this button will turn the feature off.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and dial 16.
· On BST phones, press FEATURE and dial 933.
14.14 Calling Group
A button set to this function allows the user to call or page the calling group represented by the button.
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14.15 Call Screening
This function is used to enable or disable call screening. While enabled, when a caller is presented to the user's voicemail
mailbox, if the user's phone is idle they will hear through the phone's handsfree speaker the caller leaving the message
and can select to answer or ignore the call.
· This feature is supported on ETR6D, ETR18D, ETR34D, 1408, 1416, 9500 Series, M7310, M7310N, M7208,
M7208N, M7324, M7324N, T7208, T7316 and T7316E phones.
· Call screening is only applied as follows:
· It is only applied to calls that have audible alerted at the user's extension before going to voicemail. This
requires the user to have both voicemail coverage and call screening enabled and the phone's ringer not set to
silent. However it is not applied if the user transfers the call to voicemail.
· It is only applied if the user's phone is idle, that is not on a call or with a call held pending transfer or
conference.
· Calls that ring the user, are then rerouted (for example follow a forward on busy setting) and then return to
the user's mailbox are screened.
· While a call is being screened, the phone can be used to either answer or ignore the screened call. Auto answer
options are ignored.
· Answering a screened call:
While a call is being screened, it can be answered by pressing the Answer soft key. On ETR phones, pressing
the MIC/HFAI button will answer the call. Pressing the call appearance or line button on which the call is
indicated will also answer the call.
· When answered:
· The phone's microphone is unmuted and a normal call between the user and the caller now exists.
· The voicemail recording stops but that portion of the call already recorded is left as a new message in
the user's mailbox.
· Ignoring a screened call:
While a call is being screened, it can be ignored by pressing the Ignore soft key if displayed. On 1400 and
9500 Series phones, pressing the SPEAKER button will ignore the call. On ETR phones, pressing the SPKR
button will ignore the call. On M-Series and T-Series phones, pressing the Release key will ignore the call. On
all phones, the Call Screening button can be press to both turn off call screening and to ignore the currently
screened call.
· When ignored:
· The call continues to be recorded until the caller hangs up or transfers out of the mailbox.
· The user's phone returns to idle with call screening still enabled. However any other call that has
already gone to voicemail is not screened.
· While a call is being screened:
· The mailbox greeting played and the caller can be heard on the phone's speakerphone. The caller cannot hear
the user.
· The user is regarded as being active on a call. They will not be presented with hunt group calls and additional
personal calls use abbreviated ringing.
· For 1400/9500 Series phones, if the phone's default audio path is set to headset or the phone is idle on
headset, then the screened call is heard through the headset.
· Any additional calls that go to the user's mailbox when they are already screening a call, remain at the mailbox
and are not screened even if the existing call being screened is ended.
· Making or answering another call while listening to a screened call is treated as ignoring the screened call.
· Another user bridging into a screen call answers the call.
· Phone based administration cannot be accessed and the hold, transfer and conference buttons are ignored.
· The screened caller using DTMF breakout ends the call screening.
· Enabling do not disturb overrides call screening except for calls from numbers in the user's do not disturb
exceptions list.
· Locking the phone overrides call screening.
· Manual call recording cannot be applied to a call being screened.
· While a call is being screened, it uses one of the available voicemail channels. If no voicemail channels are
available, call screening does not occur.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
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Button Programming: Call Screening
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· If the user has this feature enabled, removing this button will turn the feature off.
· Any call currently being screened will continue being screened but further calls will not receive screening.
· Direct Line Pickup can be used to answer a call that is being screened.
· While listening to call screening, you can press an appearance button to make, answer or join another call. When
you do this, the screened call is ignored and the new call is connected. However, on ETR phones the new call is
connected as listen-only (microphone off and speaker on). In order to speak on the call the user needs to lift the
handset or touch the Mic/HFAI button.
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14.16 Conference Drop
A button set to this function allows the user to drop a call from a conference.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· On 1400 Series phones a list of conference parties is displayed from which the user can select which call to drop.
· On ETR phones, the last added external party is dropped.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and dial 06.
· On BST phones, press FEATURE and dial 934.
14.17 Contact Closure 1
A button set to this function allows the user to operate the system's contact closure 1 connection. The user must be a
member of the contact closure group.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and dial 41.
· On BST phones, press FEATURE and dial 9*41.
14.18 Contact Closure 2
A button set to this function allows the user to operate the system's contact closure 2 connection. The user must be a
member of the contact closure group.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and dial 42.
· On BST phones, press FEATURE and dial 9*42.
14.19 Do Not Disturb
Do not disturb prevents the user from receiving calls.
· Only calls from numbers in the user's Do Not Disturb Exceptions list are treated normally.
· The user is not included in hunt group and page calls.
· Calls direct to the user's extension number hear busy tone or are diverted to voicemail if enabled.
· All the users call forwarding, follow me and call coverage settings are ignored.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· If the user has this feature enabled, removing this button will turn the feature off.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and dial 01.
· On BST phones, press FEATURE and dial 85 (on) or #85 (off).
14.20 Hot Dial
· This option is not used by DS and BST phones. Those phone have hot dialing always switched on.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
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Button Programming: Hot Dial
· To access this function without a programmable button, press FEATURE and then dial 26.
14.21 Hunt Group
A button set to this function allows the user to call or page the hunt group represented by the button.
· If an extension already has a button set to this function and target, creating another button with this function to the
same target will automatically clear the setting from the existing button.
· To access this function without a programmable button, press an intercom or call appearance button and then dial
77 and the hunt group number (1 to 6). The additional number 777 can be used for access to voicemail to collect
messages.
· A page call that is auto-answered by the first available extension in the hunt group can be selected by adding a * in
front of the hunt group number.
· This type of button can be used for one touch transfer operation.
14.22 Idle Line Pickup
A button set to this function allows the user to seize a line if that line is idle. This allows the user to access line for which
they do not have a line appearance button on their extension.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button, press a call appearance button and then dial 8 followed by
the two digit line number.
14.23 Last Number Redial
A button set to this function allows the user to redial the last external number dialed.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
14.24 Loudspeaker Page
A button set to this function allows the user to make a page call to the extension configured as being connected to the
loudspeaker equipment.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button, press an intercom or call appearance button and dial 70.
14.25 Message Alert Notification
A button set to this function allows a user to see the current state of other user's message waiting lamps. It can only be
used in conjunction with other users for which this user has Auto Dial - Intercom buttons configured.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
14.26 Night Service
The Night Service button feature is used on a button on the first extension on the system to turn night service on and
off.
· You can only program a Night Service button on the first extension port on the system.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· If the user has this feature enabled, removing this button will turn the feature off.
· If you reassign this function to another button, it is removed from existing button where it is assigned.
· The Night Service Button returns to the status (on/off) it was in immediately prior to a power failure or to a system
reset being used.
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14.27 Pickup Group
A button set to this function allows the user to answer a call being presented to any extension that is a member of the
pickup group configured for the button.
· If an extension already has a button set to this function and target, creating another button with this function to the
same target will automatically clear the setting from the existing button.
· To access this function without a programmable button, press an intercom or call appearance button and dial 661
to 664 for the group (1 to 4) from which to pickup the call.
· When there are multiple calls ringing the members of a pickup group, the longest ringing call is picked up.
14.28 Privacy
A button set to this function allows the user to turn privacy on or off. When on, other extensions are not able to bridge
into the user's calls.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function does not require a button that includes lights. However, if set on a button with lights, the green LED
will match whether the function is on or off.
· If the user has this feature enabled, removing this button will turn the feature off.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 07.
· On BST phones, press FEATURE and dial 83.
14.29 Recall
A button set to this function allows the user to send a recall or hook flash signal.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
14.30 Saved Number Redial
A button set to this function allows the user to save the number dialed during a call and to redial that number when idle.
This can be used when the number dialed does not answer.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
14.31 Simultaneous Page
A button set to this function allows the user to make a page call to both the loudspeaker extension and the extensions in
first calling group, 71.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button, press an intercom or call appearance button and dial *70.
· This type of button can be used for one touch transfer operation.
14.32 Station Lock
A button set to this function allows the user to lock their extension from being used to make calls. After they press the
button, they are prompted to enter a four digit code after which the extension is locked. If the extension is already locked,
pressing the button prompts for reentry of the four digit code to unlock the extension.
· Any locked extension can be unlocked from either of the first two extensions in the system without needing the four
digit locking code using a Station Unlock button.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 21.
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Button Programming: Station Lock
· On BST phones, press FEATURE and dial 936.
14.33 Station Unlock
This function can only be used by the first two extensions in the system. A button set to this function allows the user to
unlock any extension without needing to know the code that was used to lock that extension. When the button is pressed,
the user is prompted to enter the number of the locked extension.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 22.
· On BST phones, press FEATURE and dial 937.
14.34 VMS Cover
A button set to this function allows the user to switch use of voicemail coverage for their extension on or off.
When on, calls to the extension are redirected to the extension's mailbox when they ring unanswered for the extension's
VMS Coverage Rings setting. When off, calls to the extension continue to ring at the extension until answered or the
caller hangs up.
If the feature is programmed onto a button with LEDs/LCD, it will indicate when the feature is active.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· To access this function without a programmable button:
· On DS and ETR phones, press FEATURE and then dial 15.
· On BST phones, press FEATURE and dial 984.
14.35 Voice Mailbox Transfer
A button set to this function allows the user to transfer their current call to another extension's mailbox. After pressing the
button, the current call is put on hold and the user can then enter the target extension number to indicate the mailbox
required.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
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14.36 Wake Up Service
A Wake Up Service button can be assigned for the first extension in the system only. Using this button, the extension
user can set wake up calls within the next 24-hour period for any other extension.
· If an extension already has a button set to this function, creating another button with this function will
automatically clear the setting from the existing button.
· This function is only supported on a button that includes LED/LCD indicator. The indicator is lit when the function is
enabled.
· Removing the wake up service button from the extension does not remove any existing wake up service alarms
that have been set.
How the Wake Up Service Operates
Using the button, the extension can set a wake up call by specifying the target extension and the time.
· When the scheduled time is reach, the system will make an intercom call to the target extension. The call is
indicated as a Wake Up Call in the display. The wake up call will alert for approximately 30 seconds.
· Wake up calls ignore settings such as Do Not Disturb, forwarding, call coverage and coverage to voicemail.
· If the extension user is on a call:
· For an analog extension, the wake up call is treated as unanswered.
· For other extensions, the wake up call will alert with just an abbreviated ring.
· When a user answers a wake up call, they hear music on hold if available, otherwise they will hear repeated double
tones.
· Once a wake up call is answered, it is treated as being completed and no further call attempts are made.
· If the wake up call is not answered or the extension is busy, the wake up call is rescheduled for 5 minutes later.
· Only 2 attempts are made to send a wakeup call. If neither is answered the wake up call is cleared.
· If a wake up call is already scheduled for an extension, setting up a new wake up call to that extension will erase
the existing wakeup call.
· Wake up calls are shown in the SMDR output with the name "Wake Up Call".
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Chapter 15.
Maintenance
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15. Maintenance
15.1 Rebooting the System
Some changes require the system to be rebooted before the changes come into effect. Rebooting the system will end all
calls currently in progress.
1. Click Reboot. The command is located in the top right of the IP Office Web Manager screen. The reboot menu is
displayed.
2. Select the type of reboot required.
· Immediate
If this option is selected, the reboot is started once OK is clicked. Any existing calls are ended without any
warning.
· Free
If this option is selected, after OK is clicked, the system will wait until there are no calls in progress before
starting the reboot process.
· Timed
If this option is selected, a time can also be selected for when the reboot should occur.
3. Click OK.
15.2 Shutting Down the System
The system should always be shutdown using the following process before it is switched off. This ensure that system
actions such a file writes are completed before the power is removed. It also ensure that the current configuration in the
system's memory is backed up to its System SD card.
The shut down can be either indefinite or for a set period of time after which the system will automatically reboot.
! WARNINGS
· A shutdown must always be used to switch off the system. Simply removing the power cord or switching off the
power input may cause errors.
· This is not a polite shutdown, any calls and services in operation will be stopped. Once shutdown, the system
cannot be used to make or receive calls until restarted.
· The shutdown process takes up to a minute to complete. When shutdown, the CPU LED and the IP500 base card
LEDs 1 and 9 (if trunk daughter card fitted) will flash red rapidly. The memory card LEDs on the rear of the control
unit are extinguished. Do not remove power from the system or remove any of the memory cards until the system
is in the this state.
· To restart a system when shutdown indefinitely, or to restart a system before the timed restart, switch power to
the system off and on again.
Shutting Down the System using IP Office Web Manager
This method performs a indefinite system shutdown. To restart the system power will need to be removed and then
reapplied.
1. Click Monitoring in the menu bar and select System Shutdown.
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Maintenance: Shutting Down the System
Shutting Down the System using IP Office System Status
1. Click Monitoring in the menu bar and then click on System Status.
· Alternatively, open a new browser or browser window and enter the address https://<IP Address>:8433/
ssa/index.html using the same <IP Address> as used for IP Office Web Manager of the system. This option
provides IP Office System Status a larger window for displaying information.
2. In the IP Office System Status Logon window, enter the same IP address, user name and password as you have
used for IP Office Web Manager access to the system.
3. Click Logon.
4. In the navigation tree on the left, click on System.
5. At the bottom of the screen, click Shutdown System.
6. Select how long you want the system shutdown. If you want to shutdown and then switch off the system's power,
select Indefinite.
7. Click OK.
8. You will be asked to confirm the action. Click Yes.
9. The system will start its shutdown process. This will disconnect the IP Office System Status application and IP Office
Web Manager.
10.When the shutdown is complete, LEDs 1 and 9 on each card in the front of the control unit will flash red. If
shutdown indefinitely, power to the system can now be safely switched off.
System Shutdown Using the Control Unit AUX Button
When the AUX button is pressed for between more than 5 seconds, the IP500 V2 control unit will shutdown with the
restart timer set to 10 minutes.
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15.3 Backing Up System Files
The system's System SD card hold two copies of most files. Those loaded by the system when it starts are stored in a /
System/Primary folder. An additional set of files are stored in a /System/Backup folder on the same card.
Using IP Office System Status, you can have the system copy the contents of the /Primary folder to the /Backup folder.
This may be useful if you anticipate making a number of configuration changes but want to keep a backup copy of the
existing configuration and other files.
This process does not backup the prompts, messages and greetings used by the system's voicemail mailboxes and auto
attendants. They are stored in the card's /lvmail and /dynamic/lvmail folders.
The backup files can be restored
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using IP Office System Status.
Backup System Files using IP Office System Status
1. Click Monitoring in the menu bar and then click on System Status.
· Alternatively, open a new browser or browser window and enter the address https://<IP Address>:8433/
ssa/index.html using the same <IP Address> as used for IP Office Web Manager of the system. This option
provides IP Office System Status a larger window for displaying information.
2. In the IP Office System Status Logon window, enter the same IP address, user name and password as you have
used for IP Office Web Manager access to the system.
3. Click Logon.
4. In the navigation tree on the left, click on System.
5. At the bottom of the screen, click Backup System Files.
6. You will be asked to confirm the action. Click Yes.
7. While the backup is in progress, the Backup System Files and Restore System Files buttons are greyed out. Do
not perform any other system actions until the backup is completed.
15.4 Restoring System Files
The system's System SD card hold two copies of most files. Those loaded by the system when it starts are stored in a /
System/Primary folder. An additional set of files are stored in a /System/Backup folder on the same card.
Using IP Office System Status, you can have the system copy the contents of the /Backup folder to the /Primary folder.
In order for the system to then use the restored files, it needs to be shutdown, switched off and then switched on again.
·
! WARNING
This process will overwrite the current files that the systems loaded when it started. They cannot be restored unless
you have another copy of the files.
Restoring System Files using IP Office System Status
1. Click Monitoring in the menu bar and then click on System Status.
· Alternatively, open a new browser or browser window and enter the address https://<IP Address>:8433/
ssa/index.html using the same <IP Address> as used for IP Office Web Manager of the system. This option
provides IP Office System Status a larger window for displaying information.
2. In the IP Office System Status Logon window, enter the same IP address, user name and password as you have
used for IP Office Web Manager access to the system.
3. Click Logon.
4. In the navigation tree on the left, click on System.
5. At the bottom of the screen, click Restore System Files.
6. You will be asked to confirm the action. Click Yes.
7. While the restore is in progress, the Backup System Files and Restore System Files buttons are greyed out. Do
not perform any other system actions until the restore is completed.
8. Once the file restore is complete, use Shutdown System to shutdown the system indefinitely.
9. Switch power to the system off and then on again.
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Maintenance: Shutting Down a Memory Card
15.5 Shutting Down a Memory Card
Rather than shutting down the whole system, it is possible to just shut down the system's memory card. Once shutdown
the card can be removed from the system to perform action such as load additional files onto the card or copy files from
the card.
Shutting down the System SD card will halt voicemail services including user mailboxes and auto attendants. In addition,
because the System SD card is used to validate licenses, licensed features will only operate for a further 2 hours before
also halting.
A memory card that has been shutdown can be restarted using IP Office System Status or IP Office Web Manager. If the
card has been removed from the system's control unit, it is automatically restarted when it is reinserted into the control
unit.
Memory Card Shutdown Up using IP Office Web Manager
1. Click Monitoring in the menu bar and select Memory Card Stop.
Memory Card Shutdown using IP Office System Status
1. Click Monitoring in the menu bar and then click on System Status.
· Alternatively, open a new browser or browser window and enter the address https://<IP Address>:8433/
ssa/index.html using the same <IP Address> as used for IP Office Web Manager of the system. This option
provides IP Office System Status a larger window for displaying information.
2. In the IP Office System Status Logon window, enter the same IP address, user name and password as you have
used for IP Office Web Manager access to the system.
3. Click Logon.
4. In the navigation tree on the left, click on the + symbol next to System.
5. Click on the + symbol next to Memory Cards.
6. Click on the memory card, System SD or Optional SD, that you want to shutdown.
7. At the bottom of the screen, click Shutdown.
8. You will be asked to confirm the action. Click Yes.
9. Do not remove the memory card from the system until the adjacent System SD or Optional SD LED is
extinguished.
15.6 Starting a Memory Card
If a memory card has been stopped/shutdown, it needs to be restarted for the system to recognize and use the card.
If the card has been removed from the system's control unit, it is automatically restarted when it is reinserted into the
control unit. This process can be used if the shutdown card has remained in the control unit after being stopped.
Memory Card Start Up using IP Office Web Manager
1. Click Monitoring in the menu bar and select Memory Card Start.
Memory Card Start Up using IP Office System Status
1. Click Monitoring in the menu bar and then click on System Status.
· Alternatively, open a new browser or browser window and enter the address https://<IP Address>:8433/
ssa/index.html using the same <IP Address> as used for IP Office Web Manager of the system. This option
provides IP Office System Status a larger window for displaying information.
2. In the IP Office System Status Logon window, enter the same IP address, user name and password as you have
used for IP Office Web Manager access to the system.
3. Click Logon.
4. In the navigation tree on the left, click on the + symbol next to System.
5. Click on the + symbol next to Memory Cards.
6. Click on the memory card, System SD or Optional SD, that you want to start.
7. At the bottom of the screen, click Start Up.
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15.7 Copying the System Card
If memory cards are present in both the System SD and Optional SD card slots , you can copy all the contents of the
System SD card to the Optional SD card. Depending on the number of files, this process can take up to 30 minutes to
complete.
New files added after the process is started or file changes made after the process is started may not be included.
Therefore it is recommended that this command is used during an idle period if available, for example outside normal
business hours.
Copying the System SD Card using IP Office Web Manager
1. Click Monitoring in the menu bar and select Memory Card Copy.
Copying the System SD Card using IP Office System Status
1. Click Monitoring in the menu bar and then click on System Status.
· Alternatively, open a new browser or browser window and enter the address https://<IP Address>:8433/
ssa/index.html using the same <IP Address> as used for IP Office Web Manager of the system. This option
provides IP Office System Status a larger window for displaying information.
2. In the IP Office System Status Logon window, enter the same IP address, user name and password as you have
used for IP Office Web Manager access to the system.
3. Click Logon.
4. In the navigation tree on the left, click on the + symbol next to System.
5. Click on the + symbol next to Memory Cards.
6. Click on System SD.
7. At the bottom of the screen, click Copy System Card.
8. You will be asked to confirm the action. Click Yes.
9. While the backup is in progress, the Shutdown, Start Up and Copy System Card buttons are greyed out. Do not
perform any other system actions until the copying is completed.
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 256
- Issue 01q (21 May 2012)
Chapter 16.
Other System Administration
Tools
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 257
- Issue 01q (21 May 2012)
16. Other System Administration Tools
These table list the functions and configuration settings accessible from the system administrator tools. It does not cover
administration of their own settings by users which can also be done using phone based administration or IP Office Web
Manager. Note that the names of some features do vary depending on which tool is being used for administration.
System Maintenance Functions
Function
IP Office
Manager
IP Office
Web
Manager
Phone Based
Admin
IP Office
System
Status
System Discovery
Yes
–
–
–
Add/Display VM Locales
Yes
–
–
–
Launch System Status
Yes
Yes
–
–
View TFTP Log
Yes
–
–
–
Create Configuration File
Yes
–
–
–
Save Configuration as File
Yes
–
–
–
Load Configuration from File
Yes
Yes
–
–
Erase Configuration (Default)
Yes
Yes
Yes
–
–
Yes
–
–
Reboot Warning
Yes
–
Yes
–
Reboot - Immediate
Yes
Yes
Yes
–
Reboot - When Free
Yes
Yes
–
–
Reboot - At Set Time
Yes
Yes
–
–
System
Shutdown
System Shutdown - Indefinite
Yes
Yes
Yes
Yes
System Shutdown - Timed
Yes
–
–
Yes
System
Upgrade
Remote Software Upgrade
Yes
–
–
–
–
–
Yes
–
Switch to Standard Mode
Yes
–
–
–
Format SD Card
Yes
–
–
Yes
Recreate SD Card
Yes
–
–
–
Shutdown Memory Card
Yes
Yes
Yes
Yes
Startup Memory Card
Yes
Yes
Yes
Yes
Embedded File Management
Yes
–
–
–
Set Administrator Password
Yes
Yes
Yes
–
Create Additional Administrators
–
Yes
–
–
Enable User Admin for User
–
Yes
–
–
Clear Backup Alarm
–
–
Yes
–
Backup the Configuration on SD
–
–
Yes
Yes
Restore Configuration from SD
–
–
Yes
Yes
System Copy to Optional SD Card
–
Yes
Yes
Yes
2 Digit/3 Digit Numbering
Yes
–
Yes
–
Renumber Extension
Yes
–
–
–
–
–
Yes
–
Yes
Yes
Yes
–
Yes
Yes
Yes
–
Feature Key Number
Yes
Yes
Yes
–
Installed Hardware
Yes
Yes
–
–
Analog Trunk Templates
Yes
–
–
–
SIP Trunk Templates
Yes
–
–
–
General
Offline
Configuration
Default
Default Security Settings
Reboot
SD Card
Management
Administrator
Backup/
Restore
Extension
Settings
System Upgrade from Optional SD
Card
Copy Extension Settings
Display System Software Level
Details
IP Address
Trunk
Templates
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 258
- Issue 01q (21 May 2012)
Other System Administration Tools:
System Settings
Function
System
Parameters
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
System Name
Yes
Yes
–
System Mode
Yes
Yes
Yes
Voicemail Mode
Yes
Yes
–
Country
Yes
Yes
Yes
Receive IP Address Via DHCP Server
Yes
Yes
–
IP Address
Yes
Yes
–
Sub-Net Mask
Yes
Yes
–
Default Gateway
Yes
Yes
–
Automatic Daylight Saving Time
Yes
Yes
Yes
–
–
Yes
Set System Date
Set System Time
System Speed
Dials
Licenses
Advanced
–
–
Yes
Language
Yes
Yes
Yes
Number of Lines
Yes
Yes
Yes
Outside Line Prefix
Yes
Yes
Yes
System Password
Yes
Yes
Yes
Log Caller ID Extensions
Yes
Unsupervised Analog Trunk Disconnect
Handling
Yes
Yes
Yes
System Speed Dials
Yes
Yes
Yes
Import
Yes
Yes
–
Export
Yes
Yes
–
Licenses
Yes
Yes
–
Import
Yes
–
–
Export
Yes
–
–
Enable Network Time Synchronization
Yes
Yes
Yes
Hold Reminder Time
Yes
Yes
Yes
Transfer Return Ring
Yes
Yes
Yes
Outside Conference Denial
Yes
Yes
Yes
Default Name Priority
Yes
–
–
Ring on Transfer
Yes
Yes
Yes
Recall Timer Duration
Yes
Yes
Yes
Toll Call Prefix
Yes
Yes
Yes
Companding Law
Yes
Yes
–
Yes
Yes
–
Yes
Yes
–
STUN Port
Yes
Yes
–
Firewall/NAT Type
Yes
Yes
–
Binding Refresh Time (seconds)
Yes
Yes
–
Public IP Address
Yes
Yes
–
Public Port
Yes
Yes
–
Run STUN
Yes
Yes
–
IP Address
Yes
Yes
–
Port
Yes
Yes
–
Email From Address
Yes
Yes
–
Server Requires Authentication
Yes
Yes
–
User Name
Yes
Yes
–
STUN Settings for Enable STUN
Network
STUN Server IP Address
SMTP Server
Configuration
IP Office 8.0 Web Manager
IP Office Basic Edition
Yes
Page 259
- Issue 01q (21 May 2012)
Busy Tone
Detection
Function
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Password
Yes
Yes
–
Use Challenge Response Authentication
Yes
Yes
–
Mode
Yes
Yes
–
Single Frequency
Yes
Yes
–
Dual Frequency
Yes
Yes
–
On Width
Yes
Yes
–
Off Width
Yes
Yes
–
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 260
- Issue 01q (21 May 2012)
Other System Administration Tools:
User Settings
Function
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Name
Yes
Yes
Yes
Language
Yes
Yes
Yes
Ex Directory
Yes
Yes
–
User CLI
Yes
Yes
–
Outgoing Call Bar
Yes
Yes
Yes
Call Forwarding
Yes
Yes
Yes
List Membership
Yes
Yes
Yes
Group Membership
Yes
Yes
Yes
Display Extension Port Location
Yes
Yes
–
Ring Pattern
Yes
Yes
Yes
Abbreviated Ringing
Yes
Yes
Yes
Call Coverage Ring
Yes
Yes
Yes
Call Waiting Extension
Yes
Yes
Yes
Automatic VMS Cover
Yes
Yes
Yes
Transfer Return Extension
Yes
Yes
Yes
VMS Cover Rings
Yes
Yes
Yes
Intercom Dial Tone
Yes
Yes
Yes
Distinctive Ringing
Yes
Yes
Yes
Hotline Alert Number
Yes
Yes
Yes
Privacy Enabled
Yes
Yes
Yes
Override Line Ringing
Yes
Yes
Yes
Clear Voicemail Code
Yes
Yes
Yes
Set Voicemail Code
Yes
Yes
–
Voicemail Email Address
Yes
Yes
–
DTMF Breakout
Yes
Yes
–
Voicemail Email Mode
Yes
Yes
–
Loudspeaker Paging
Yes
Yes
Yes
Door Phone 1 / Door Phone 2
Yes
Yes
Yes
Fax Machine
Yes
Yes
Yes
Standard
Yes
Yes
Yes
Forced Account Code Entry
Yes
Yes
Yes
Outgoing Call Restriction
Yes
Yes
Yes
DND Exceptions
List
Turn Do Not Disturb On/Off
Yes
Yes
–
Do Not Disturb Exception List
Yes
Yes
Yes
Speed Dials
Personal Speed Dials
–
–
Yes
User Settings
User Advanced
Parameters
User Voicemail
Settings
Equipment Type
User Restrictions
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 261
- Issue 01q (21 May 2012)
Button Programming
Function
Button
Programming
Button Features
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Button Programming
Yes
Yes
Yes
Copy Feature Buttons
Yes
–
–
Print Labels
Yes
–
–
Label Button
Yes
Yes
–
Modify ALS Programming
Yes
Yes
–
Clear ALS
Yes
–
–
Print Label for this Extension
Yes
–
–
Absent Text
Yes
Yes
Yes
Account Code Entry
Yes
Yes
Yes
Auto Dial - Outside
Yes
Yes
Yes
Auto Dial - ICM
Yes
Yes
Yes
Auto Dial - ICM Page
Yes
Yes
Yes
Call Coverage
Yes
Yes
Yes
Call Forwarding
Yes
Yes
Yes
Call Log
Yes
Yes
Yes
Call Pickup
Yes
Yes
Yes
Caller ID Inspect
Yes
Yes
Yes
Call ID Name - Display
Yes
Yes
Yes
Call Screening
Yes
Yes
Yes
Conference Drop
Yes
Yes
Yes
Contact Closure 1/Contact Closure 2
Yes
Yes
Yes
Direct Line Pickup - Active
Yes
Yes
Yes
Direct Line Pickup - Idle
Yes
Yes
Yes
Do Not Disturb
Yes
Yes
Yes
Group Calling - Page
Yes
Yes
Yes
Group Calling - Ring
Yes
Yes
Yes
Group Hunting - Page
Yes
Yes
Yes
Group Hunting - Ring
Yes
Yes
Yes
Group Pickup
Yes
Yes
Yes
Hot Dial
Yes
Yes
Yes
Last Number Redial
Yes
Yes
Yes
Lines
Yes
Yes
Yes
" Ringing Options
Yes
Yes
Yes
Loudspeaker Paging
Yes
Yes
Yes
Message Alert Notification
Yes
Yes
Yes
Night Service
Yes
Yes
Yes
Privacy
Yes
Yes
Yes
Recall
Yes
Yes
Yes
Save Number Redial
Yes
Yes
Yes
Simultaneous Page
Yes
Yes
Yes
Station Lock
Yes
Yes
Yes
Station Unlock
Yes
Yes
Yes
VMS Cover
Yes
Yes
Yes
VMS Transfer
Yes
Yes
Yes
Voicemail Collect
Yes
Yes
–
Wake Up Service
Yes
Yes
Yes
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 262
- Issue 01q (21 May 2012)
Other System Administration Tools:
List and Group Management
Function
Lists
Groups
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Allowed Lists
Yes
Yes
Yes
Disallowed Lists
Yes
Yes
Yes
Emergency Number List
Yes
Yes
Yes
Account Codes
Yes
Yes
Yes
Hunt Groups
Yes
Yes
Yes
Pickup Groups
Yes
Yes
Yes
Calling Groups
Yes
Yes
Yes
Night Service Group
Yes
Yes
Yes
Operator Group
Yes
Yes
Yes
Function
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Selector
Yes
Yes
Yes
Type
Yes
Yes
Yes
Details/Lines
Yes
Yes
Yes
Class of Call
Yes
Yes
Yes
Number
Yes
Yes
Yes
Outgoing Lines/ARS
Yes
Yes
Yes
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
PBX Outgoing Call Routing
ARS Selectors
Dial Numbers
Auxiliary Equipment
Function
Door Phone
Extensions 1 and
2
Assign Extension
Yes
Yes
Yes
Extensions to be alerted
Yes
Yes
Yes
Music on Hold
Status
Yes
Yes
Yes
SMDR
SMDR output
Yes
Yes
–
IP Address
Yes
Yes
–
TCP Port
Yes
Yes
–
Record to Buffer
Yes
Yes
–
Call Splitting for Diverts
Yes
Yes
–
Yes
Yes
Yes
Yes
Yes
Yes
Contact Closure 1 Contact Closure Type
and 2
Extensions to be enabled
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 263
- Issue 01q (21 May 2012)
Auto Attendant
Greeting Times
Profiles
Function
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Morning
Yes
Yes
–
Afternoon
Yes
Yes
–
Evening
Yes
Yes
–
Out of Hours
Yes
Yes
–
Maximum Inactivity
Yes
Yes
–
Menu Prompt
Yes
Yes
–
Direct Dial By Number
Yes
Yes
–
Follow Night Service
Yes
Yes
–
Dial by Name Match Order
Yes
Yes
–
Language
Yes
Yes
–
Out of Hours
Yes
Yes
–
–
Yes
–
Emergency Greeting
Yes
Yes
–
Alarm Extension
Yes
Yes
–
Morning
Yes
Yes
–
Afternoon
Yes
Yes
–
Evening
Yes
Yes
–
Out of Hours
Yes
Yes
–
Key
Yes
Yes
–
Action
Yes
Yes
–
Destination
Yes
Yes
–
Weekly Off
Actions
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 264
- Issue 01q (21 May 2012)
Other System Administration Tools:
SIP Trunk Settings
Function
SIP Trunk List
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Name
Yes
Yes
–
Domain Name
Yes
Yes
–
No of Channels
Yes
Yes
–
Authentication Name
Yes
Yes
–
Password
Yes
Yes
–
Transport Protocol
Yes
–
–
Send Port
Yes
–
–
Listen Port
Yes
–
–
Yes
Yes
–
DNS Server Address
Yes
Yes
–
Mobility Caller ID Format
Yes
Yes
–
Use Tel URI
Yes
Yes
–
Check OOS
Yes
Yes
–
Call Routing Method
Yes
Yes
–
Association Method
Yes
Yes
–
Call Route Via Register
Yes
Yes
–
Name Priority
Yes
–
–
Separate Register
–
Yes
–
Compression Mode
Yes
Yes
–
VoIP Silence Suppression
Yes
Yes
–
Call Initiation Timeout
Yes
Yes
–
Re-Invite Support
Yes
Yes
–
DTMF Support
Yes
Yes
–
Use Offered Codec
Yes
Yes
–
Registration Expiry
Yes
Yes
–
PRACK/100rel Supported
Yes
Yes
–
Fax Transport Support
Yes
Yes
–
Refer Support
Yes
Yes
–
Incoming
Yes
Yes
–
Outgoing
Yes
Yes
–
Appearance ID
Yes
Yes
–
Display Name
Yes
Yes
–
Authentication Name
Yes
Yes
–
Password
Yes
Yes
–
Direction
Yes
Yes
–
Local URI
Yes
Yes
–
Anonymous
Yes
Yes
–
Registration Required
Yes
Yes
–
P-Asserted-ID
Yes
Yes
–
Coverage Destination
Yes
Yes
–
Unique Line Ringing
Yes
Yes
–
VMS Delay - Day
Yes
Yes
–
VMS Delay - Night
Yes
Yes
–
VMS Schedule
Yes
Yes
–
VMS Auto Attendant
Yes
Yes
–
Local URI
Yes
Yes
–
Trunk Parameters Proxy Server Address
VoIP Parameters
Refer Support
Channel List
Channel Setup
Call by Call List
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 265
- Issue 01q (21 May 2012)
Function
Dial Plan
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Destination
Yes
Yes
–
Authentication Name
Yes
Yes
–
Password
Yes
Yes
–
Display Name
Yes
Yes
–
P-Assert-ID
Yes
Yes
–
Registration Required
Yes
Yes
–
Number
Yes
Yes
–
Result
Yes
Yes
–
Action
Yes
Yes
–
Yes
Yes
–
Yes
Yes
–
Yes
Yes
–
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
DID Number
Yes
Yes
–
Incoming CLI
Yes
Yes
–
Destination
Yes
Yes
–
Incoming Number Incoming Number
Filter
Result
Include in Dial Plan
DID Mapping Table
Function
DDI
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 266
- Issue 01q (21 May 2012)
Other System Administration Tools:
Analog Trunk
Function
Analog Trunk
Setup
VMS Settings
Detailed Trunk
Parameters
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Appearance ID
Yes
Yes
–
Hold Disconnect Time
Yes
Yes
Yes
Coverage Destination
Yes
Yes
–
Ring Pattern
Yes
Yes
–
Delay - Day
Yes
Yes
–
Delay - Night
Yes
Yes
–
VMS Schedule
Yes
Yes
–
Auto Attendant
Yes
Yes
–
Ring Persistency
Yes
Yes
–
Ring Off Maximum
Yes
Yes
–
Await Dial Tone
Yes
Yes
–
Intermediate Digit Pause
Yes
Yes
–
Long CLI Line
Yes
Yes
–
Trunk Type
Yes
Yes
–
Modem Enabled
Yes
Yes
–
Advanced
Settings
Mains Hum Filter
Yes
Yes
–
Echo Cancellation
Yes
Yes
–
Gains
Gains A > D
Yes
Yes
–
Gains D > A
Yes
Yes
–
DTMF - Mark
Yes
Yes
–
DTMF - Space
Yes
Yes
–
Yes
Yes
–
Digits to break dial tone
Yes
Yes
–
Automatic Balance Impedance Match
Yes
Yes
–
Quiet Line
Yes
Yes
–
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
DTMF
Impedance Match Impedance
BRI Trunk
Function
Trunk
TEI
Yes
Yes
–
Channel Setup
Appearance ID
Yes
Yes
–
Local Number
Yes
Yes
–
Anonymous
Yes
Yes
–
Coverage Destination
Yes
Yes
–
Ring Pattern
Yes
Yes
–
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 267
- Issue 01q (21 May 2012)
PRI Trunk Settings
Function
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Yes
Yes
–
Provider
Yes
Yes
–
Test Number
Yes
Yes
–
Clock Quality
Yes
Yes
–
Framing
Yes
Yes
–
CRC Checking
Yes
Yes
–
Zero Suppression
Yes
Yes
–
Send Redirecting Number
Yes
Yes
–
CSU Operation
Yes
Yes
–
Line Signalling
Yes
Yes
–
Haul Length
Yes
Yes
–
Channel Unit
Yes
Yes
–
Number
Yes
Yes
–
Result
Yes
Yes
–
Action
Yes
Yes
–
Appearance ID
Yes
Yes
–
Admin
Yes
Yes
–
Local Number
Yes
Yes
–
Anonymous
Yes
Yes
–
Coverage Destination
Yes
Yes
–
Ring Pattern
Yes
Yes
–
VMS Delay - Day
Yes
Yes
–
VMS Delay Night
Yes
Yes
–
VMS Schedule
Yes
Yes
–
VMS Auto Attendant
Yes
Yes
–
Trunk Parameters Switch Type
Dial Plan
PRI Channels
VMS Settings
Service Settings
Service
–
Yes
–
Gains
Rx Gain
Yes
Yes
–
Tx Gain
Yes
Yes
–
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
AT&T Specific Setup
Function
TNS Code
TNS Codes
Yes
Yes
–
Special
Short Code
Yes
Yes
–
Number
Yes
Yes
–
Special
Yes
Yes
–
Plan
Yes
Yes
–
Short Code
Yes
Yes
–
Number
Yes
Yes
–
Service
Yes
Yes
–
Call by Call
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 268
- Issue 01q (21 May 2012)
Other System Administration Tools:
ETSI PRI Trunk Settings
Function
Trunk
Channel Settings
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Trunk Subtype
Yes
Yes
–
Number of Channels
Yes
Yes
–
CRC
Yes
Yes
–
Appearance ID
Yes
Yes
–
Local Number
Yes
–
–
Anonymous
Yes
Yes
–
Coverage Destination
Yes
Yes
–
Ring Pattern
Yes
Yes
–
IP Office
Manager
IP Office Web
Manager
Phone Based
Admin
Yes
Yes
–
Framing
Yes
Yes
–
CRC Checking
Yes
Yes
–
Zero Suppression
Yes
Yes
–
CSU Operation
Yes
Yes
–
Line Signalling
Yes
Yes
–
Haul Length
Yes
Yes
–
Channel Unit
Yes
Yes
–
Appearance ID
Yes
Yes
–
In Service
Yes
Yes
–
Coverage Destination
Yes
Yes
–
Unique Line Ringing
Yes
Yes
–
VMS Delay - Day
Yes
Yes
–
VMS Delay - Night
Yes
Yes
–
VMS Schedule
Yes
Yes
–
VMS Auto Attendant
Yes
Yes
–
Type
Yes
Yes
–
Incoming Trunk Type
Yes
Yes
–
Outgoing Trunk Type
Yes
Yes
–
Rx Gain
Yes
Yes
–
Tx Gain
Yes
Yes
–
Timers
Yes
Yes
–
T1 Trunk Settings
Function
Trunk Parameters Clock Quality
Channel Settings
VMS Settings
Type Settings
Gains
Timers
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 269
- Issue 01q (21 May 2012)
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 270
- Issue 01q (21 May 2012)
Chapter 17.
SMDR Call Logging
IP Office 8.0 Web Manager
IP Office Basic Edition
Page 271
- Issue 01q (21 May 2012)
17. SMDR Call Logging
The control unit is able to send SMDR (Station Message Detail Reporting) records to an IP address and port. Each SMDR
record contains call information in a comma-separated format (CSV) format, that is variable-width fields with each field
separated by commas. The 3rd party call logging software running at the specified address collects the records and uses
the data to provide call information.
Normally an SMDR record is output for each call between two parties when the call has been completed. In some
scenarios, for example transfers and conferences, separate SMDR records may be output for each part of the call. See
SMDR Examples 276 .
Configuring the SMDR Destination
1. Click System in the menu bar and then click Auxiliary Equipment.
2. The SMDR Setup panel is used to set the destination for any SMDR records output by the system.
· SMDR output: Default = Off
This control can be used to switch the output of SMDR on or off.
· IP Address: Default = 0.0.0.0 (Listen).
The destination IP address for SMDR records.
· TCP Port: Default = 0.
The destination IP port for SMDR records.
· Record to Buffer: Default = 500. Range = 10 to 3000.
The phone system can buffer up to 3000 SMDR records if it detects a communications failure with destination
address. When the buffer is full, each new record overwrites the oldest record.
· Call Splitting for Diverts: Default = Off.
When enabled, for calls forwarded off-switch using an external trunk, the SMDR produces separate initial call
and forwarded call records. This applies for calls forwarded by forward unconditional, forward on no answer or
forward on busy. The two sets of records will have the same Call ID. The call time fields of the forward call
record are reset from the moment of forwarding on the external trunk.
3. Click Save.
SMDR Records
· An SMDR record is generated for each call between two devices on the IP Office system. Devices include
extensions, trunk lines (or channels on a trunk), voicemail channels, conference channels and IP Office tones.
· Calls that are not presented to another device do not generate an SMDR record. For example internal users dialing
short code that simply changes a configuration setting.
· The SMDR record is generated when the call ends. Therefore the order of the SMDR records output does not match
the call start times.
· Each record contains a call ID which is increased by 1 for each subsequent call.
· When a call moves from one device to another, an SMDR record is output for the first part of the call and an
additional SMDR record will be generated for the subsequent part of the call.
· Each of these records will have the same Call ID.
· Each record for a call indicates in the Continuation field if there will be further records for the same call.
· Wake up calls produce an SMDR record even if the intended extension was busy at the time of the call. Party1 is
shown as Wakeup Call.
Call Times
· Each SMDR record can include values for ringing time, connected time, held time and parked time. The total
duration of an SMDR record is the sum of those values.
· The time when a call is not in any one of the states above, for example when one party to the call has
disconnected, is not measured and included in SMDR records.
· Where announcements are being used, the connected time for a call begins either when the call is answered or the
first announcement begins.
· All times are rounded up to the nearest second.
· Each SMDR record has a Call Start time taken from the system clock time. For calls being transferred or subject to
call splitting, each of the multiple SMDR records will have the same Call Start time as the original call.
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SMDR Call Logging:
17.1 SMDR Fields
The SMDR output contains the following fields. Note that time values are rounded up to the nearest second.
1. Call Start
Call start time in the format YYYY/MM/DD HH:MM:SS. For all transferred call segment this is the time the call was
initiated, so each segment of the call has the same call start time.
2. Connected Time
Duration of the connected part of the call in HH:MM:SS format. This does not include ringing, held and parked time.
A lost or failed call will have a duration of 00:00:00. The total duration of a record is calculated as Connected Time
+ Ring Time + Hold Time + Park Time.
3. Ring Time
Duration of the ring part of the call in seconds.
· For inbound calls this represents the interval between the call arriving at the switch and it being answered, not
the time it rang at an individual extension.
· For outbound calls, this indicates the interval between the call being initiated and being answered at the
remote end if supported by the trunk type. Analog trunks are not able to detect remote answer and therefore
cannot provide a ring duration for outbound calls.
4. Caller
The callers' number. If the call was originated at an extension, this will be that extension number. If the call
originated externally, this will be the CLI of the caller if available, otherwise blank.
5. Direction
Direction of the call – I for Inbound, O for outbound. Internal calls are represented as O for outbound. This field
can be used in conjunction with Is_Internal below to determine if the call is internal, external outbound or
external inbound.
6. Called Number
This is the number called by the IP Office. For a call that is transferred this field shows the original called number,
not the number of the party who transferred the call.
· Internal calls: The extension, group or short code called.
· Inbound calls: The DDI dialed by the caller if available.
· Outbound calls: The dialed digits.
· Voice Mail: Calls to a user's own voicemail mailbox.
7. Dialled Number
For internal calls and outbound calls, this is identical to the Called Number above. For inbound calls, this is the
DDI of the incoming caller.
8. Account
The last account code attached to the call. Note: IP Office account codes may contain alphanumeric characters.
9. Is Internal
0 or 1, denoting whether both parties on the call are internal or external (1 being an internal call). Calls to SCN
destinations are indicated as internal.
Direction
Is Internal
Call Type
I
0
Incoming external call.
O
1
Internal call.
O
0
Outgoing external call.
10.Call ID
This is a number starting from 1,000,000 and incremented by 1 for each unique call. If the call has generates
several SMDR records, each record will have the same Call ID. Note that the Call ID used is restarted from
1,000,000 is the IP Office is restarted.
11.Continuation
1 if there is a further record for this call id, 0 otherwise.
12.Party1Device
The device 1 number. This is usually the call initiator though in some scenarios such as conferences this may vary.
If an extension/hunt group is involved in the call its details will have priority over a trunk, this includes remote SCN
destinations.
Type
Party Device
Party Name
Internal Number E<extension number>
<name>
Voicemail
V<9500 + channel number>
VM Channel <channel number>
Conference
V<1><conference number>+<channel
number>
CO Channel <conference number.channel number>
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Type
Party Device
Party Name
Line
T<9000+line number>
Line <line number>.<channel if applicable>
Other
V<8000+device number>
U<device class> <device number>.<device
channel>
Unknown/Tone
V8000
U1 0.0
13.Party1Name
The name of the device – for an extension or agent, this is the user name.
14.Party2Device
The other party for the SMDR record of this call segment. See Party1Device above.
15.Party2Name
The other party for the SMDR record of this call segment. See Party1Name above.
16.Hold Time
The amount of time in seconds the call has been held during this call segment.
17.Park Time
The amount of time in seconds the call has been parked during this call segment.
18.AuthValid
This field is used for authorization codes. This field shows 1 for valid authorization or 0 for invalid authorization.
19.AuthCode
This field shows either the authorization code used or n/a if no authorization code was used.
20.User Charged
This and the following fields are used for ISDN Advice of Charge (AoC). The user to which the call charge has been
assigned. This is not necessarily the user involved in the call.
21.Call Charge
The total call charge calculated using the line cost per unit and user markup.
22.Currency
The currency. This is a system wide setting set in the IP Office configuration.
23.Amount at Last User Change
The current AoC amount at user change.
24.Call Units
The total call units.
25.Units at Last User Change
The current AoC units at user change.
26.Cost per Unit
This value is set in the IP Office configuration against each line on which Advice of Charge signaling is set. The
values are 1/10,000th of a currency unit. For example if the call cost per unit is £1.07, a value of 10700 should be
set on the line.
27.Mark Up
Indicates the mark up value set in the IP Office configuration for the user to which the call is being charged. The
field is in units of 1/100th, for example an entry of 100 is a markup factor of 1.
28.External Targeting Cause
This field indicates who or what caused the external call and a reason code. For example U FU indicates that the
external call was caused by the Forward Unconditional setting of a User.
Targeted by
HG
Hunt Group.
Reason Code
fb
Forward on Busy.
U
User.
fu
Forward unconditional.
LINE
Line.
fnr
Forward on No Response.
AA
Auto Attendant.
fdnd
Forward on DND.
ICR
Incoming Call Route.
CfP
Conference proposal (consultation) call.
RAS
Remote Access Service.
Cfd
Conferenced.
XfP
Transfer proposal (consultation) call.
Xfd
Transferred call.
29.External Targeter Id
The associated name of the targeter indicated in the External Targeting Cause field. For hunt groups and users this
will be their name in the IP Office configuration. For an Incoming Call Route this will be the Tag if set, otherwise
ICR.
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30.External Targeted Number
This field is used for forwarded calls to an external line. It shows the external number called by the IP Office as a
result of the off switch targeting where as other called fields give the original number dialed.
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17.2 SMDR Examples
The following are examples of IP Office SMDR records for common call scenarios.
Basic Examples
Lost incoming Call
In this record, the Call duration is zero and the Continuation field is 0, indicating that the call was never connected. The
Ring Time shows that it rang for 9 seconds before ending.
2008/06/28 09:28:41,00:00:00,9,8004206,I,4324,4324,,0,1000014155,0,E4324,Joe Bloggs,T9161,LINE 5.1,0,0
Call Answered by Voicemail
In this example, 15 has made a call to 11. However the Party2Device and Party2Name show that the call was answered by
voicemail.
2008/10/20 06:43:58,00:00:10,21,15,O,11,11,,I,28,0,E15,Extn15,V9051,VM Channel 1,0,0
Call Transferred to Voicemail
In this example, the Continuation field in the first record tells us that it wasn't the end of the call. The matching Call ID
identifies the second record as part of the same call. The change in Party 1 details between the two records show that the
call was transferred to voicemail.
2008/06/28 09:30:57,00:00:13,7,01707392200,I,299999,299999,,0,1000014160,1,E4750,John Smith,T9002,LINE 1.2,11,0
2008/06/28 09:30:57,00:00:21,0,01707392200,I,299999,299999,,0,1000014160,0,V9502,VM Channel 2,T9002,LINE 1.2,0,0
External Call
The Is Internal field being 0 shows this to be a external call. The Direction field as I shows that it was an incoming call.
The Ring Time was 7 seconds and the total Connected Time was 5 seconds.
2008/08/01 15:14:19,00:00:05,7,01707299900,I,23,390664,,0,1000013,0,E23,Extn23,T9001,Line 1.2,0,0,,,,,,,,,,,,,,
Internal call
The Is Internal field being 1 shows this to be a internal call. The Ring Time was 4 seconds and the total Connected Time
was 44 seconds.
2008/06/26 10:27:44,00:00:44,4,4688,O,4207,4207,,1,1000013898,0,E4688,Joe Bloggs,E4207,John Smith,0,0
Outgoing Call
The combination of the Direction field being outbound and the Is Internal field be 0 show that this was a outgoing external
call. The line (and in this case channel) used are indicated by the Party2 Name and being a digital channel the Ring Time
before the call was answered is also shown.
2008/06/28 08:55:02,00:08:51,9,4797,O,08000123456,08000123456,,0,1000014129,0,E4797,Joe Bloggs,T9001,LINE 1.1,0,0
Voicemail Call
The two records below show calls to voicemail. The first shows the Dialed Number as*17, the default short code for
voicemail access. The second shows the Dialed Number as VoiceMail, indicating some other method such as the Message
key on a phone was used to initiate the call.
2008/06/28 09:06:03,00:00:19,0,4966,O,*17,*17[1],,1,1000014131,0,E4966,John Smith,V9501,VM Channel 1,0,0
2008/06/28 09:06:03,00:00:19,0,4966,O,VoiceMail,VoiceMail,,1,1000014134,0,E4966,John Smith,V9501,VM Channel 1,0,0
Parked Call
In this example the first record has a Park Time showing that the call was parked. The Continuation field indicates that the
call did not end this way and there are further records. The second record has the same Call ID and shows a change in
the Party2Name [4], indicating that party unparked the call. Note also that both records share the same call start time.
2008/10/20 07:18:31,0:00:12,3,215,O,210,210,,1,38,1,E15,Extn15,E10,Extn10,0,7
2008/10/20 07:18:31,0:00:10,0,215,O,210,210,,1,38,0,E15,Extn15,E11,Extn11,0,0
Incoming call with Account Code
In this example, at some stage as the call was made or during the call, an Account Code has been entered. In this specific
case it is a text account code which can be selected and entered by the user using IP Office Phone Manager.
2008/06/28 11:29:12,00:00:02,2,5002,I,1924,1924,Support,0,1000014169,0,E1924,Extn1924,T9620,LINE 8.20,0,0
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Conference Using Conference Button
In this example, an extension user answers a call and then brings in another user by using the Conference button on their
phone. Again we see records for the initial call, the conference proposal call and then for the 3 parties in the conference
that is created.
2008/07/09
2008/07/09
2008/07/09
2008/07/09
2008/07/09
15:05:41,00:00:04,3,13,O,11,11,,1,1000009,1,E13,Extn13,E11,Extn11,0,0
15:05:26,00:00:09,3,17,O,13,13,,1,1000008,1,E17,Extn17,E13,Extn13,10,0
15:05:41,00:00:08,0,,O,,,,1,1000009,0,E11,Extn11,V11001,CO Channel 100.1,0,0
15:05:50,00:00:10,0,13,O,11,11,,1,1000010,0,E13,Extn13,V11002,CO Channel 100.2,0,0
15:05:26,00:00:10,0,17,O,13,13,,1,1000008,0,E17,Extn17,V11003,CO Channel 100.3,0,0
Adding a Party to a Conference
This example is a variant on that above. Having started a conference, extension 13 adds another party.
2008/07/09
2008/07/09
2008/07/09
2008/07/09
2008/07/09
2008/07/09
2008/07/09
15:08:31,00:00:03,3,13,O,11,11,,1,1000014,1,E13,Extn13,E11,Extn11,0,0
15:08:02,00:00:22,6,17,O,13,13,,1,1000013,1,E17,Extn17,E13,Extn13,9,0
15:08:45,00:00:02,4,13,O,403,13,,0,1000016,1,E13,Extn13,E403,Libby Franks,0,0
15:08:02,00:00:24,0,17,O,13,13,,1,1000013,0,E17,Extn17,V11003,CO Channel 100.3,0,0
15:08:39,00:00:17,0,13,O,11,11,,1,1000015,0,E13,Extn13,V11002,CO Channel 100.2,8,0
15:08:31,00:00:26,0,,O,,,,1,1000014,0,E11,Extn11,V11001,CO Channel 100.1,0,0
15:08:45,00:00:12,0,,O,403,403,,0,1000016,0,E403,Libby Franks,V11004,CO Channel 100.4,0,0
Transfer
In this example 2126 has called 2102. The record (1) for this has the Continuation set a 1 indicating that it has further
records. In the following record (3) with the same Call ID it can be seen that the Party 2 Device and Party 2 Name fields
have changed, indicating that the call is now connected to a different device, in this example 2121. We can infer the blind
transfer from the intermediate record (2) which shows a call of zero Connected Time between the original call destination
2102 and the final destination 2121.
2008/07/09 17:51,00:00:38,18,2126,O,2102,2102,,1,1000019,1,E2126,Extn2126,E2102,Extn2102,19,0
2008/07/09 17:52,00:00:00,7,2102,O,2121,2121,,1,1000020,0,E2102,Extn2102,E2121,Extn2121,0,0
2008/07/09 17:51,00:00:39,16,2126,O,2102,2102,,1,1000019,0,E2126,Extn2126,E2121,Extn2121,0,0
In this second example, extension 22 answers an external call and then transfers it to extension 23. Again the two legs of
the external call have the same time/date stamp and same call ID.
2008/08/01 15:23:37,00:00:04,7,01707299900,I,4001,390664,,0,1000019,1,E22,Extn22,T9001,Line 1.1,6,0,,,,,,,,,,,,,,
2008/08/01 15:23:46,00:00:00,3,22,O,23,23,,1,1000020,0,E22,Extn22,E23,Extn23,0,0,,,,,,,,,,,,,,
2008/08/01 15:23:37,00:00:04,4,01707299900,I,4001,390664,,0,1000019,0,E23,Extn23,T9001,Line 1.1,0,0,,,,,,,,,,,,,,
Busy/Number Unavailable Tone
In this example 2122 calls 2123 who is set to DND without voicemail. This results in 2122 receiving busy tone.
The record shows a call with a Connected Time of 0. The Call Number field shows 2123 as the call target but the Party 2
Device and Party 2 Name fields show that the connection is to a virtual device.
2008/07/09 17:59,00:00:00,0,2122,O,2123,2123,,1,1000033,0,E2122,Extn2122,V8000,U1 0.0,0,0
Call Pickup
The first record shows a call from 2122 to 2124 with a Connected Time of zero but a Ring Time of 8. The Continuation field
indicates that the call has further records.
The second record has the same Call ID but the Party 2 Device and Party 2 Name details show that the call has been
answered by 2121.
2008/07/09 18:00,00:00:00,8,2122,O,2124,2124,,1,1000038,1,E2122,Extn2122,E2124,Extn2124,0,0
2008/07/09 18:00,00:00:38,1,2122,O,2124,2124,,1,1000038,0,E2122,Extn2122,E2121,Extn2121,0,0
Park and Unpark
Parking and unparking of a call at the same extension is simply shown by the Park Time field of the eventual SMDR record.
Similarly calls held and unheld at the same extension are shown by the Held Time field of the eventual SMDR record for
the call. The records below however show a call parked at one extension and then unparked at another.
The records show a call from 17 to 13. 13 then parks the call shown by the Park Time. The call is unparked by 11, hence
the first record is indicated as continued in its Continuation field. The matching Call ID indicates the subsequent record for
the call.
2008/07/09 16:39:11,00:00:00,2,17,O,13,13,,1,1000052,1,E17,Extn17,E13,Extn13,0,4
2008/07/09 16:39:11,00:00:02,0,17,O,13,13,,1,1000052,0,E207,Extn17,E11,Extn11,0,0
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Outgoing External Call
The External Targeting Cause indicates that the external call was caused by a user. The lack of specific reason implies that
it was most likely dialed. The External Targeter ID is the user name in this example
… 16:23:06,00:00:04,5,13,O,9416,9416,,0,1000035,0,E13,Extn13,T9005,Line 5.1,0,0,,,Extn13,,,,,,,,U,Extn13,,
Rerouted External Call
In this example an incoming external call has been rerouted back off switch, shown by the Party 1 fields and the Party 2
fields being external line details. The External Targeter Cause shows that rerouting of the incoming call was done by an
incoming call route (ICR). The External Targeter ID in this case is the Tag set on the incoming call route. The External
Targeted Number is the actual external number call.
… 08:14:27,00:00:03,5,392200,I,9416,200,,0,1000073,0,T9005,Line 5.1,T9005,Line 5.2,0,0,,,,0000.00,,0000.00,0,0,618,
ICR,Main ICR,416,
Transferred Manually
In this example the internal user transfers a call to an external number. The External Targeting Cause in the first record
indicates that this external call is the result of a user (U) transfer proposal (XfP) call. The Continuation field indicates that
another record with the same Call ID will be output.
The additional records are output after the transferred call is completed. The first relates to the initial call prior. The
second is the transferred call with the External Targeting Cause now indicating user (U) transferred (Xfd).
… 16:33:19,00:00:05,3,13,O,9416,9416,,0,1000044,1,E13,Extn13,T9005,Line 5.1,0,0,,,,,,,,,,,U XfP,Extn17,,
… 16:33:09,00:00:02,2,17,O,13,13,,1,1000043,0,E17,Extn17,E13,Extn13,11,0,,,,,,,,,,,,,,
… 16:33:19,00:00:04,0,17,O,9416,9416,,0,1000044,0,E17,Extn17,T9005,Line 5.1,0,0,,,Extn17,,,,,,,,U Xfd,Extn13,,
External Conference Party
This is similar to internal conferencing (see examples above) but the conference setup and progress records include
External Targeting Cause codes for user (U) conference proposal (CfP) and user (U) conferenced (Cfd).
…
…
…
…
…
16:48:58,00:00:02,2,13,O,9416,9416,,0,1000066,1,E13,Extn13,T9005,Line 5.1,0,0,,,,,,,,,,,U CfP,Extn13,,
16:48:37,00:00:04,3,13,O,17,17,,1,1000064,1,E13,Extn13,E17,Extn17,7,0,,,,,,,,,,,,,,
16:49:04,00:00:08,0,13,O,9416,9416,,1,1000067,0,E13,Extn13,V11002,CO Channel 100.2,0,0,,,,,,,,,,,,,,
16:48:37,00:00:13,0,,O,,,,1,1000064,0,E207,Extn17,V11003,CO Channel 100.3,0,0,,,,,,,,,,,,,,
16:48:58,00:00:13,0,,O,9416,9416,,0,1000066,0,V11001,CO Channel 100.1,T9005,Line 5.1,0,0,,,Extn13,,,,,,,,U Cfd,Ex
Two Outgoing External Calls Transferred Together
This scenario shows an outgoing call which is then transferred to another outgoing call.
2009/02/19 11:13:26,00:00:06,0,13,O,9403,9403,,0,1000012,1,E13,Extn13,T9001,Line 1.0,8,0,n/a,0,,,,,,,,,U,Extn13,,
2009/02/19 11:13:36,00:00:02,0,13,O,8404,8404,,0,1000013,0,E13,Extn13,T9002,Line 2.0,0,0,n/a,0,,,,,,,,,U XfP,Extn13
2009/02/19 11:13:26,00:00:11,0,8404,I,404,,,0,1000012,0,T9002,Line 2.0,T9001,Line 1.0,0,0,n/a,0,,,,,,,,,LINE Xfd,
0.1038.0 13 Alog Trunk:2,,
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Index
Hunt Group
Button 247
Index
A
Absent Message 241
Account Code
Entry Button 241
Active Line Pickup 241
Administration
analog trunks 85
SIP trunk lines 109
Advanced parameters 92, 103, 109
Alert Notification 238, 247
Auto Dial
Intercom 241
Other 241
B
Button
Functions 236
Message Alert Notification
Programming 236
C
Call by Call table 109
Call Coverage 242
Call Forwarding 242
Call Pickup 243
Caller ID
Inspect Button 243
Name Display Button
Caller ID Log 243
Calling Group
Button 243
Channel parameters 92
Channel setup 103
Channel Unit 92, 103
Clock Quality 92, 103
Conference Drop 246
Contact Closure
Button 246
Coverage
Call Coverage Button
Coverage destination 85
CRC Checking 92, 103
CSU Operation 92, 103
I
Idle Line Pickup 247
L
Last Number Redial 247
Line
Active Line Pickup 241
Idle Line Pickup 247
Line Pickup
Active 241
Idle 247
Line Signaling 92, 103
Lock 248
Loudspeaker Page 247
M
238, 247
Mailbox Transfer 249
Message Alert Notification 238, 247
N
Name Display 243
Notification 238, 247
O
Online Video Tutorials 133
P
243
Page
Loudspeaker 247
Simultaneous 248
Pickup
Active Line 241
Call 243
Idle Line 247
Pickup Group
Button 248
Privacy 248
R
242
Recall 248
Redial
Last Number 247
Saved Number 248
Redirecting Number 92
Ring pattern 85
D
S
Dial plan 92, 109
Do Not Disturb
Button 246
Drop 246
DTMF 85
Saved Number Redial 248
Send Redirecting Number 92
Service Users 122
Simultaneous Page 248
SIP trunks 109
SMDR
call times 272
enabling 272
examples 276
fields 273
records 272
ring time 273
Station Lock 248
Station Unlock 249
F
Filter 109
Forwarding 242
Framing 92, 103
Functions
Button Programming 236
System Programming 29
G
Group
Calling 243
Hunt 247
Pickup 248
H
Haul Length 92, 103
Hot Dial 246
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T
TNS code 92
Trunk
advanced setup 85
analog 85
analog advanced 85
AT&T 92
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Trunk
channel setup 92
DTMF 85
hold disconnect time 85
parameters 85, 92
PRI advanced 92
PRI advanced channel setup
SIP 109
T1 advanced setup 103
VMS settings 85
Tutorials 133
92
U
Unlock 249
V
Version 133
Video Tutorials 133
VMS 92
VMS Cover 249
VMS settings 85
Voice Mailbox Transfer 249
Voicemail On/Off 249
W
Wake Up Service 238, 250
Z
Zero Suppression 92, 103
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Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
particular order or contract. The company reserves the right to make alterations
or amendments to the detailed specifications at its discretion. The publication of
information in this document does not imply freedom from patent or other
protective rights of Avaya or others.
All trademarks identified by the ® or ™ are registered trademarks or trademarks,
respectively, of Avaya Inc. All other trademarks are the property of their
respective owners.
This document contains proprietary information of Avaya and is not to be
disclosed or used except in accordance with applicable agreements.
© 2012 Avaya Inc. All rights reserved.
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