VCX Administration Guide

VCX Administration Guide
VCX Administration Guide
VCX IP Telephony Solution
VCX Telephones and Attendant Console
CDR Reporting Application
Convergence Applications Suite
System Release 9.5
6W102-20100805
Published August 2010
http://www.3com.com/
3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064
Copyright © 2002---2010, 3Com Corporation. All rights reserved. No part of this
documentation may be reproduced in any form or by any means or used to make
any derivative work (such as translation, transformation, or adaptation) without
written permission from 3Com Corporation.
3Com Corporation reserves the right to revise this documentation and to make
changes in content from time to time without obligation on the part of 3Com
Corporation to provide notification of such revision or change.
3Com Corporation provides this documentation without warranty, term, or
condition of any kind, either implied or expressed, including, but not limited to, the
implied warranties, terms, or conditions of merchantability, satisfactory quality, and
fitness for a particular purpose. 3Com may make improvements or changes in the
product(s) and/or the program(s) described in this documentation at any time.
If there is any software on removable media described in this documentation, it is
furnished under a license agreement included with the product as a separate
document, in the hardcopy documentation, or on the removable media in a directory
file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please
contact 3Com and a copy will be provided to you.
UNITED STATES GOVERNMENT LEGENDS:
If you are a United States government agency, then this documentation and the
software described herein are provided to you subject to the following:
United States Government Legend: All technical data and computer software is
commercial in nature and developed solely at private expense. Software is delivered
as Commercial Computer Software as defined in DFARS 252.227-7014 (June 1995)
or as a commercial item as defined in FAR 2.101(a) and as such is provided with only
such rights as are provided in 3Com’s standard commercial license for the Software.
Technical data is provided with limited rights only as provided in DFAR 252.227-7015
(Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to
remove or deface any portion of any legend provided on any licensed program or
documentation contained in, or delivered to you in conjunction with guide.
Unless otherwise indicated, 3Com registered trademarks are registered in the United
States and may or may not be registered in other countries.
3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a
trademark of 3Com Corporation.
Microsoft and Windows are either registered trademarks or trademarks of Microsoft
Corporation in the United States and/or other countries. Oracle is a registered
trademark of Oracle Corporation.
Other brand and product names may be registered trademarks or trademarks of their
respective holders.
Table Of Content
About This Guide············································································································································· 9
Conventions ··············································································································································· 9
Notices················································································································································ 9
Text····················································································································································· 9
Related Documentation ··························································································································· 10
Comments················································································································································ 10
VCX System Configuration Overview·········································································································· 12
Network-based Telephony ······················································································································· 12
VCX Software Components ····················································································································· 13
VCX Hardware Configurations················································································································· 14
Single-Site Configurations················································································································ 15
Multi-Site Configurations ·················································································································· 15
VCX Configuration Tasks························································································································· 16
VCX Connect System Configuration········································································································ 19
VCX Sample Configuration Settings ································································································ 20
Viewing the Event Logs ··························································································································· 21
About VCX Administrator Passwords ······································································································ 22
Accessing the Central Manager User Interface·························································································· 24
Central Manager Overview ······················································································································ 24
Accessing a VCX Site through the Central Manager···············································································25
VCX Administrator Access Accounts ······························································································· 27
Using the Graphical User Interface·········································································································· 29
Modifying the Web Session Timeout Value ····························································································· 30
Modifying Site Names through the Central Manager···············································································31
Using the Global Directory ··························································································································· 32
Global Directory Overview ······················································································································· 32
Configuring the Global Directory·············································································································· 33
Directly Adding a User Directory to the Global Directory ································································· 35
Updating a Directory Reference on a Regional Office ····································································· 36
Removing a Directory Reference on a Regional Office ···································································36
Listing Regional Offices in a Global Directory·················································································· 37
Configuring Data Collection Frequency···························································································· 38
Manually Resynchronizing the Global Directory ··············································································39
Manually Loading a Global Directory Database···············································································39
Uploading a User Directory to Multiple Regional Offices ································································· 40
Global Directory Requirements for Replicated Regions with Branch Offices ·································· 40
Searching for End Users through Global Directory·················································································· 42
Locating Global Directory Log Files ········································································································· 44
Configuring VCX Users ································································································································· 45
Accessing User Configuration Options ···································································································· 45
Viewing All Users······························································································································ 46
Managing User Profiles···························································································································· 47
Using the Users Search Tool ··········································································································· 47
Configuring User Groups ························································································································· 47
Overview··········································································································································· 47
Configuring User Groups·················································································································· 48
Configuring User Classes ························································································································ 48
Overview··········································································································································· 48
Configuring User Classes················································································································· 49
Viewing the Phone Book·························································································································· 50
Configuring Services····································································································································· 51
Configuring Class of Service···················································································································· 51
Configuring Class of Service Elements ···························································································· 52
Configuring Type of Service····················································································································· 52
Configuring Emergency Services············································································································· 56
Emergency Calling Considerations for Roaming Users ··································································· 58
Managing ERLs ································································································································ 59
Deleting ERLs··································································································································· 60
Managing IP Address Ranges for an ERL ·······················································································60
Managing Emergency Numbers for an ERL·····················································································61
Managing Emergency Gateways for an ERL ···················································································62
Managing Emergency Lines for an ERL···························································································63
Adding or Editing the Emergency Defaults······················································································· 65
Managing VCX Phone Profiles and Extensions ························································································· 66
Accessing Phone Configuration Options ································································································· 66
Managing Phone Profiles························································································································· 68
VCX Sample Phone Profiles ············································································································ 68
Creating a Phone Profile ·················································································································· 69
Editing a Phone Profile ····················································································································· 69
Viewing Phone Profile Member Phones··························································································· 70
Deleting a Phone Profile··················································································································· 71
Cloning a Phone Profile···················································································································· 71
Managing Phone Extensions ··················································································································· 71
Adding Phone Extensions ················································································································ 72
Modifying a Phone Extension··········································································································· 72
Deleting a Phone Extension ············································································································· 73
Managing Phone Extension Assignments ······························································································· 73
Assigning a Phone Extension to a User ··························································································· 73
Unassigning a Phone Extension ······································································································ 74
User Roaming Services···················································································································· 75
Modifying a User’s Phone Settings ·········································································································· 76
Viewing Phone Registration Information·································································································· 77
Viewing Call History ································································································································· 79
Configuring Media Access Control··········································································································· 80
Configuring an Attendant Console ··········································································································· 80
Supported Attendant Console Feature Buttons ···············································································81
Managing Attendant Consoles ········································································································· 82
Attendant Console Busy Lamp Flash Descriptions ·········································································· 82
Uploading Phone Background Picture ·····························································································82
VCX Data Synchronization ··························································································································· 84
About IP Telephony and IP Messaging Data Synchronization ································································84
Data Synchronization and Phone Profiles ······························································································· 85
System Data Synchronization ·········································································································· 86
User Data Synchronization··············································································································· 87
Data Synchronization and Logging ·········································································································· 89
Configuring Telephone Communication Settings······················································································ 90
3Com Telephone Configuration ··············································································································· 90
3Com Telephone Local User Interface Menus ························································································ 91
Accessing the Business and Basic Telephone LUI Menus ······························································ 92
Accessing the Manager’s Telephone LUI Menus·············································································92
Business and Basic Telephone Interfaces ······················································································· 93
Manager’s Telephone Interface········································································································ 98
350x Series IP Phones Interface···································································································· 102
Configuring Telephone Features for a User ····························································································· 110
Configuring Phone Features ·················································································································· 110
Configuring ToS Phone Features ·········································································································· 112
Call Forward ··································································································································· 112
Caller Identity·································································································································· 113
Configuring Personal Speed Dial Numbers ···················································································113
Directed Call Pickup ······················································································································· 114
Remote Forward Universal············································································································· 114
Silent Monitor and Barge In············································································································ 115
Configuring Features Mapped to Telephone Buttons ············································································115
Blocking Anonymous Callers ················································································································· 116
Configuring Phone Call Restrictions ······································································································ 116
Configuring Call Coverage for a Telephone ·························································································· 117
Changing the Default Call Coverage Point for a Phone·································································118
Adding a Call Coverage Rule for a Telephone Extension······························································118
Editing a Call Coverage Rule for an Extension ··············································································119
Deleting a Call Coverage Rule ······································································································· 120
Configuring Selective Ringing················································································································ 120
Configuring Bridged Extensions············································································································· 121
Managing the Number of Available Bridged Lines ·········································································122
Adding Bridge Permission for an Extension ···················································································124
Mapping Bridged Extensions·········································································································· 124
Configuring Global Telephone Features ··································································································· 126
Configuring System Speed Dial Numbers ····························································································· 126
Configuring Camp On Parameters········································································································· 127
Using Button Mapping Templates·········································································································· 128
Dynamic Button Mapping Overview ·······························································································128
Managing Button Mapping Templates····························································································129
Mappable Features························································································································· 133
Configuring Call Park ····························································································································· 136
Configuring Groups····································································································································· 137
Configuring Call Pickup Groups············································································································· 137
Adding Members to a Call Pickup Group ·······················································································138
Configuring Page Groups ······················································································································ 138
Creating a Page Group··················································································································· 139
Adding Members to a Page Group·································································································139
Configuring Hunt Groups and Attendants ······························································································ 139
Attendants ······································································································································ 142
Configuring a Hunt Group or Attendant··························································································142
Data Synchronization and Hunt Groups·························································································143
Hunt Group and Attendant Call Coverage Options ········································································144
Adding or Removing Local User Extensions for a Hunt Group or Attendant ·································147
Adding or Removing Remote User Extensions for a Hunt Group or Attendant ·····························147
Editing or Removing a Hunt Group or Attendant············································································148
Reconfiguring the Ring Sequence of Group Members ··································································148
Changing the Login Status of Group Members··············································································149
Configuring the Message Waiting Indicator for Hunt Group Members ·········································· 149
Automatic Call Distribution (ACD) Groups and Attendants····································································150
ACD Groups ··································································································································· 151
Attendants ······································································································································ 155
Configuring an ACD Group or Attendant························································································155
Data Synchronization and ACD Groups·························································································156
ACD state information and ACD group counters ···········································································157
ACD Shifts Options························································································································· 158
ACD Group and Attendant Call Coverage Options ········································································159
Adding or Removing Local User Extensions for an ACD Group or Attendant ·······························162
Adding or Removing Remote User Extensions for an ACD Group or Attendant ··························· 163
Editing or Removing an ACD Group or Attendant··········································································164
Reconfiguring the Ring Sequence of Group Members ··································································164
Changing the Login Status of Group Members··············································································164
Configuring the Message Waiting Indicator for ACD Group Members ·········································· 165
Configure Real-Time Statistics Setting··························································································· 166
Configuring Wrap-Up Feature ········································································································ 166
Configuring EWT(Estimated Wait Time) ························································································167
Using the Group Search Tool ················································································································ 168
Configuring Dial Plans ································································································································ 169
Configuring Dial Plans···························································································································· 169
Adding Dial Plans ··························································································································· 169
Managing Dial Plans······················································································································· 170
Exporting Dial Plans ······················································································································· 170
Importing Dial Plans ······················································································································· 171
Configuring Dial Rules ··························································································································· 172
Configuring Patterns ······························································································································ 173
Configuring Number Translation ············································································································ 174
Configuring Call Route Plans····················································································································· 176
Accessing the Directory Menu ··············································································································· 176
Route Plan Configuration Requirements ······························································································· 178
Route Plan Configuration for Single-Site Systems·········································································179
Route Plan Configuration for Multi-site Systems············································································180
Route Configuration to a Gateway ································································································· 185
Route Configuration for Voicemail and Music on Hold··································································· 187
Managing Route Plans··························································································································· 192
Adding a Route Plan······················································································································· 192
Using the Route Plan Wizard ········································································································· 193
Editing a Route Plan······················································································································· 193
Deleting a Route Plan····················································································································· 194
Managing Routes ··································································································································· 194
Adding, Editing, or Deleting Routes ······························································································· 194
Assigning or Removing End Points for a Route ·············································································194
Editing Priorities of End Points Assigned to a Route ····································································· 195
Managing Out Dial Patterns for a Route ························································································195
Managing End Points ····························································································································· 196
Adding or Removing an Out Dial Pattern for an End Point ····························································197
Managing Trusted End Points················································································································ 197
Managing Out Dial Patterns··················································································································· 198
Configuring Patterns ······························································································································ 198
Managing Advanced Routing Options ······································································································ 200
Managing Requestors ···························································································································· 200
Managing Holidays································································································································· 200
Managing Week Day Bands ·················································································································· 201
Managing Day Time Bands···················································································································· 201
Managing Calendar Bands ···················································································································· 202
Configuring Number Translation Patterns······························································································ 202
Understanding Translation Algorithms ···························································································203
Adding a Number Translation Pattern ····························································································203
Editing Number Translation Patterns ····························································································· 204
Deleting Number Translations········································································································ 204
Configuring the Call Reports Application ································································································· 205
Call Detail Records Overview ················································································································ 205
Accessing the Call Reports Application ································································································· 206
Changing Daylight Saving Time Settings······························································································· 206
Downloading CDR Data ························································································································· 207
Retrieving VCX CDRs Manually····································································································· 207
Retrieving VCX CDRs Automatically······························································································207
Managing the CDR Display and Generating Reports ············································································207
Changing Configuration Preferences····································································································· 208
Uninstalling the Call Reports Application ······························································································· 209
Configuring the VCX LDAP Synchronization ··························································································· 210
LDAP Synchronization Overview ··········································································································· 210
Configuring VCX LDAP Synchronization ······························································································· 210
VCX Configuration·························································································································· 211
Custom Configuration····················································································································· 212
Using VCX LDAP Synchronization ········································································································ 213
Non-VCX user identifier·················································································································· 213
LDAP Synchronization scenarios ··································································································· 213
LDAP Synchronization with Active Directory··················································································214
LDAP Synchronization with Domino server····················································································218
LDAP Synchronization with OpenLDAP and IBM Directory···························································225
Related commands and files ·········································································································· 225
Notes and limitation for LDAP synchronization ··············································································225
Troubleshooting for LDAP synchronization ····················································································227
Configuring Call Admission Control ········································································································· 229
Call Admission Control··························································································································· 229
CAC Overview ································································································································ 229
CAC Configuration·························································································································· 230
Viewing Network Regions ·············································································································· 230
Managing Network Regions ··········································································································· 231
Viewing Site Links ·························································································································· 232
Managing Site Links ······················································································································· 233
Codec····················································································································································· 235
Real Time Statistics of CAC··················································································································· 236
Viewing Real Time Statistics ·········································································································· 236
Configuring Real Time Statistics ···································································································· 238
Configuring VCX Forced Account Codes ································································································· 239
Forced Account Codes ·························································································································· 239
Accessing Forced Account Code Configuration Options ·······························································239
Adding or Modifying a Forced Account Code·················································································240
Import Forced Account Codes ··············································································································· 242
Accessing Import Forced Account Code Page ··············································································242
Forced Account Code import log···································································································· 243
Forced Account Code Operation···································································································· 243
Configuring VCX Customer Accounting and Billing Codes····································································246
Customer Accounting and Billing Codes································································································ 246
Accessing Customer Accounting and Billing Code Configuration Options············································247
Adding or Modifying a Customer Accounting and Billing Code······················································ 248
Import Customer Accounting and Billing Codes ···················································································· 250
Accessing Import Customer Accounting and Billing Code Page ···················································250
Customer Accounting and Billing Codes import log ·······································································251
Customer Accounting and Billing Codes Operation ·······································································251
Configuring SIP············································································································································ 253
SIP User Parameter ······························································································································· 253
Default Setting ································································································································ 253
Configuring the SIP User Parameter Setting ·················································································253
About This Guide
This guide describes how to configure 3Com® VCX IP Telephony Solution software.
VCX software runs on VCX Connect Communications servers, VCX V6000 and VCX
V7000 platforms.
This guide describes how to configure and maintain the following VCX™ IP Telephony
Solution components:
z
VCX IP Telephony Solution server software
z
3Com Telephones and Attendant Console
z
VCX CDR Reporting Application software
This guide is for operators and administrators of the system and assumes the reader
has a thorough understanding of telecommunications, VoIP technology, and network
and system administration operation.
Release notes are issued with some products. If the information in the release notes
differs from the information in this guide, follow the instructions in the release notes.
Conventions
This section describes notice, text, and figure conventions.
Notices
Table 1 lists notice icons.
Table 1 Notice Icon Descriptions
Icon
Notice Type
Description
Information note
Means a complementary description.
Caution
Warning
Means reader be careful. Improper operation
may cause data loss or damage to equipment.
Means reader be extremely careful. Improper
operation may cause bodily injury.
Text
Table 2 lists text conventions.
Table 2 Text Convention Descriptions
Convention
Description
Screen displays
This typeface represents information as it appears on the
screen.
Convention
Description
The word “syntax” means that you must evaluate the syntax
provided and then supply the appropriate values for the
placeholders that appear in angle brackets. Example:
Syntax
To display the information of a network interface, use the
following syntax:
ifconfig <interface>
The network interface name <interface> must be provided,
for example, eth0 and eth1.
The word “command” means that you must enter the
command exactly as shown and then press Return or Enter.
Commands appear in bold. Example:
Commands
To configure IP address 192.168.1.116 and subnet mask
255.255.0.0 for network interface eth0, use the following
command:
ifconfig eth0 192.168.1.116 netmask 255.255.0.0.
Italics are used to:
z
z
Words in italics
z
Emphasize a point.
Denote a new term at the place where it is defined in the
text.
Identify menu names, menu commands, and software
button names. Examples:
From the Help menu, select Contents.
Click OK.
Related Documentation
The 3Com documentation set contains additional information about the products in this
release that are a part of or support the 3Com Convergence Applications Suite.
For documentation on VCX IP Telephony and Messaging, related application software,
and hardware, open a browser and navigate to this location:
http://h20000.www2.hp.com/bizsupport/TechSupport/ProductRoot.jsp?contentType=Su
pportManual&lang=en&cc=us&docIndexId=64255&taskId=101
Comments
Send e-mail comments about this guide or about any Voice product documentation to:
[email protected]
Include the following information with your comments:
z
Document title
z
Document part number (found on the front page)
z
Page number
z
Your name and organization (optional)
Example:
VCX Administration Guide
5W100-20100310
Please address all questions regarding the 3Com software to your authorized 3Com
representative.
VCX System Configuration Overview
The
3Com®
VCX
IP
Telephony
Solution
delivers
reliable,
highly-scalable,
comprehensive standards-based IP telephony for large, medium, and small enterprises.
This chapter provides an overview of the VCX™ system and the steps required to
enable devices to communicate in a VCX environment.
This chapter includes the following topics:
z
Network-based Telephony
z
VCX Software Components
z
VCX Hardware Configurations
z
VCX Configuration Tasks
z
VCX Connect System Configuration
z
Viewing the Event Logs
z
About VCX Administrator Passwords
Network-based Telephony
The VCX IP Telephony Solution merges telephony with networking by delivering
business telephone service over a data network.
The VCX architecture provides a distributed call processing system using the SIP
signalling protocol to establish voice, video, and text sessions between SIP phones and
other SIP-compatible devices. The system can be deployed across enterprises in any
topology from single-site campuses to highly distributed organizations with multiple
branches.
VCX servers run the VCX operating system and host software components such as the
Call Processor, VCX applications (such as IP Messaging), and configuration databases.
SIP-enabled endpoints include VCX telephones and gateways that provide user access
to the Public Switched Telephone Network (PSTN)
VCX system components can be installed in different configurations according to the
features required and the number of subscribers that must be supported. The system
configuration determines the tasks you must perform to enable communication between
components.
VCX Software Components describes the VCX software components.
VCX Hardware Configurations describes the two basic VCX configurations, single-site
and multi-site systems.
VCX Configuration Tasks describes the general tasks required to add users, assign
phones to users, and enable communication between devices on your VCX system.
This Guide provides descriptions and configuration information for all VCX systems. A
VCX Connect system provides telephony services for up to 250 users in a single site.
Other versions of VCX software can be deployed across multiple sites in
region-branch configurations that can support thousands of users. Distinctions
between the VCX Connect platform and the VCX Enterprise platforms are noted
where appropriate.
VCX Software Components
This section describes the individual software components in a VCX system.
A VCX system includes the following software services:
Call Processor — Performs call processing functions and generates Call Detail
z
Records (CDRs).
Authentication and Directory Service — Performs the following tasks:
z
z
Authentication:
Authentication (for example, validating a username and password)
Authorization (for example, verifying a user is allowed to make an international call)
User-specific routing or translation (for example, processes a personal speed dial
number)
z
Directory (routing and translation functions):
The routing function identifies, selects, and prioritizes all the possible routes for a given
call.
The translation function manipulates the access number or URI as a call propagates
through the system.
z
Accounting Service — Sends, exports, and manages CDRs.
z
SIP Phone Downloader — Loads an application image on to a 3Com phone,
which enables SIP support on the phone.
z
Common Agent — Connects other software components and the VCX server
operating system to the Intelligent Management Center (iMC) or other SNMP-based
network management tools.
z
Provisioning Service — Provides a web-based user interface for managing
authentication and directory data.
z
Call Records Service — Stores CDRs received from the Accounting Service.
Sometimes referred to as the Billing Server.
z
IP Messaging Service — Provides integrated voice messaging, fax, and e-mail
capabilities, and advanced messaging features such as Find Me Follow Me call
routing and text-to-speech e-mail reading. Also supports Global Voicemail Integration,
which links regional and branch office IP Messaging servers through a universal
mailbox directory on a special IP Messaging server called the Global Voicemail
Central Server (GVCS).
These components can be installed in various configurations as shown in Table 3.
Table 3 VCX Software Configuration Options
Standard Software Configurations
Software
Service
Call
Processor
SIP
Downloader
Authenticati
on and
Directory
Services
Accounting
Services
Provisioning
Services
Common
Agent
IP
Messaging
Services
Call Records
Services
IP
Telepho
ny and
Messagi
ng
Server
Call
Processi
ng
Server
IP
Teleph
ony
Server
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
IP
Mess
aging
Serve
r
Auth
entic
ation
and
Direc
tory
Serve
r
Call
Reco
rds
Serve
r
Global
VM
Server
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Depending on the hardware configuration, some services are typically installed in
redundant pairs. For example, the Call Processor Service is designed to run on
redundant servers so if the primary server fails, the secondary server can take over
processing.
However, during installation, specific software services may or may not be enabled in a
given software configuration. For example, the Call Records Service is designed to run
on a single hardware platform. In single-site configurations, the Call Records Service is
enabled on the primary IP Telephony and Messaging or primary IP Telephony server
only.
VCX Connect systems are available in a single-site configuration or a multi region
configuration, but do not support branch offices. In this case, VCX software runs on a IP
Telephony and IP Messaging Server (or pair of servers in a redundant configuration). In
other words, all VCX services run on one machine.
The license component in VCX 9.0 is used to enable core software components, i.e.
Call Processor, DataServer, and CDRServer. License key of the license must be
installed in the server to enable these software components. For details, see the
maintenance manual.
VCX Hardware Configurations
This section briefly describes the basic hardware configurations that support VCX
systems. Refer to the VCX Installation Guide for more information. Because VCX
system software can be installed in a wide variety of hardware configurations, you must
understand how your VCX system has been installed before you configure its
components.
There are two basic configuration options, single-site and multi-site systems. The
hardware servers in each option type run the VCX operating system and VCX services.
The following hardware platforms are available with VCX release 9.5 software
preinstalled:
z
VCX Enterprise Systems
z
VCX Connect Product Group
z
VCX Integrated Branch Communications servers
The next two sections describe typical examples of single-site and multi-site
configurations.
Single-Site Configurations
This section describes single-site configurations.
z
VCX Connect Systems
The VCX Connect systems can operate as either a single, non-redundant server or as a
pair of redundant servers.
z
VCX Enterprise Systems
z
One Pair of Servers
This configuration includes one pair of servers. The primary server and the secondary
server both run the IP Telephony and IP Messaging configuration.
The Call Records Service is enabled on the primary server only.
Multi-Site Configurations
Multi-site configurations can be configured several ways. This section describes
possible multi-site configurations for VCX Enterprise Systems solutions. Your VCX
system may differ from the described configurations.
A VCX Connect system provides telephony services for users in a single site. You
can, however, use the Global Directory to link multiple VCX Connect sites. See Global
Directory Overview for more information.
A VCX Enterprise System may include:
z
Multiple regional offices, all of which are self-contained but interconnected. Each
office includes two servers each running the IP Telephony and IP Messaging
configuration. One of the offices also has a Call Records Server which runs on a
separate server and collects billing information (CDRs) for all of the offices. There are
no branch offices.
z
A single regional office that supports one or more branch offices.
z
Multiple regional offices, each of which supports one or more branch offices.
One of the regional offices contains:
z
Two servers running the Call Server configuration
z
One or two servers running the IP Messaging services configuration. The number
of servers depends on whether the branch offices are configured with IP
Messaging services or obtain that service from the regional office.
z
One server running the Authentication and Directory Server configuration
z
One server running the Call Records Server configuration
The other regional offices contain:
z
Two servers running the Call Server configuration
z
One or two servers running the IP Messaging services configuration. The number
of servers depends on whether the branch offices are configured with IP
Messaging services or obtain that service from the regional office.
z
z
One server running the Authentication and Directory Server configuration
Each branch office can operate with either a single V7000 server or a 3Com VCX
Integrated Branch server.
z
The V7000 server can run either the IP Telephony and IP Messaging configuration,
or the IP Telephony configuration. The IP Telephony and IP Messaging configuration
enables each branch office to have its own (local) IP Messaging service. The IP
Telephony configuration requires that each branch office obtain IP Messaging
services from the regional office (referred to as global messaging).
z
The 3Com VCX Integrated Branch server runs the IP Telephony and IP Messaging
configuration which enables local IP Messaging service.
VCX branch can be a V6000 server, V6100 server or VCX MIM module and not a VCX
Connect server.
VCX Configuration Tasks
This section describes the basic tasks you must perform to create users, assign each
user a phone, and enable communication between the phones. This section assumes
that VCX software has been successfully installed, your network is functioning normally,
and that you understand your VCX system configuration (single-site, multi-site, or VCX
Connect system).
Communication in a VCX system is based on the Session Initiation Protocol (SIP). SIP
is used to set up, maintain, and terminate connections (calls) between end points.
These end points are SIP-enabled devices such as telephones, call processors, and
gateways. Basic VCX configuration consists of identifying and configuring the end
points in your VCX network, and setting up the rules that govern communication
between the end points.
In general, VCX configuration includes the sequence of steps shown in Table 4. In a
multi-site configuration, these steps must be performed at each site (regions and
branches).
VCX Connect systems are typically preconfigured. See VCX Connect System
Configuration. Depending on the level of preconfiguration, you may only need to
perform the last step in Table 4 (configure each phone through its Telephone User
Interface).
A VCX Connect system provides telephony services for users in a single site. You
can, however, use the Global Directory to link multiple VCX Connect sites. See Global
Directory Overview for more information.
Table 4 VCX Basic Configuration Steps
Step
1) Access the VCX
Administrator
provisioning application
through a web browser
(Internet Explorer 6.0 or
higher, or Firefox 2.0 or
higher).
2) Create dial string
routing patterns.
3) Define end points.
4) Add routes.
Purpose
Reference
Enables configuration of your VCX
system.
Accessing a
VCX Site
through the
Central
Manager
A pattern defines the sequence of digits a
user dials to call another site, and the
sequence of digits dialed to reach an IP
Messaging voicemail server or Music On
Hold (MOH) server.
An end point is a device to which a call
may be sent. End points include the VCX
Call Processors (primary and secondary)
that process local (network) calls,
gateways that process out-of-network
calls, and IP Messaging servers that
manage voice mailboxes.
A route includes one or more end points.
5) Add route plans.
A route plan associates a route with a dial
string pattern.
Note: You can create a dial string
pattern, define end points, add routes,
and create a route plan by running the
Route Plan Wizard.
6) Set up an outdial
pattern to a route to
strip off site-specific
access codes.
Improves call routing efficiency (optional;
useful, for example, in multi-site
configurations or for routes to gateways).
7) Examine the default
Type of Service (ToS)
configurations supplied
with VCX software.
8) Examine the default
Class of Service (CoS)
configurations supplied
with VCX software.
A ToS determines the features available
on a VCX telephone (for example, call
forwarding) and the default button
mapping available on VCX Business and
Manager’s telephones. If the supplied
ToS configurations do not meet your
needs, you can modify the existing
configurations or create new ones.
A CoS determines what phone numbers
a user is allowed to either call or receive.
If the supplied CoS configurations do not
meet your needs, you can modify the
existing configurations or create new
ones.
Configuring
Patterns
Managing End
Points
Route Plan
Configuration
Requirements
Managing
Routes
Managing
Route Plans
Using the
Route Plan
Wizard
Managing Out
Dial Patterns
for a Route
Configuring
Type of
Service
Configuring
Class of
Service
Step
Purpose
9) Examine the default
dial plans supplied with
VCX software.
Each dial plan includes a set of dial rules.
The dial rules determine the length and
allowed digits a user can dial to make a
call. If the supplied dial plans and dial
rules do not meet your needs, you can
modify the existing plans and rules or
create new ones
10)
Configure
emergency services.
11) Add users.
12) Create one or more
phone profiles.
13)
Create
phone
extensions and assign
to users.
14) Configure each
telephone through its
Local User Interface
(LUI).
Emergency services are used to
determine the location of a caller who has
dialed the emergency number.
Each user configuration includes address
information, phone settings (the language
and font size used on the phone LCD),
and data the user needs to access the
VCX User web interface.
A phone profile includes a set of
attributes (for example, a dial plan,
voicemail and MOH access numbers,
and Class of Service) that are common to
all phones that use the profile.
The phone profile also determines if a
voice mailbox is automatically created for
each extension.
Configuring a phone extension includes
specifying the phone number, phone
password, and phone profile.
Programs the phone with an extension
and the IP address of the call processor.
Reference
Configuring
Dial Plans
Configuring
Dial Rules
Importing Dial
Plans
Configuring
Patterns
Configuring
Emergency
Services
Managing User
Profiles
Managing
Phone Profiles
Managing
Phone
Extensions
3Com
Telephone
Configuration
Since VCX software release 7.1, Step 3, 4 and 5 are no longer required.
Each call processor in a VCX single-site or multi-site system running release 7.1 or
higher will automatically be able to route calls to another call processor in the system
(using the Global Directory in multi-site systems, which you must configure; see
Configuring the Global Directory). However, you must still configure route plans that
identify the IP Messaging servers and clients, IP Conferencing servers, and media
gateways in your system. See Route Plan Configuration Requirements.
You must have sufficient license keys to support the number of phones and mailboxes
on your system. See the VCX Maintenance Guide for detailed information.
The steps in Table 4 are required to set up a VCX system with basic services. There are
many other configuration options. For example, you can also enable the following
features on your VCX system:
z
For multi-site systems, configure the Global Directory to enable site-to-site calling,
and to enable users to see the names and extensions of users at other sites.
z
Configure an Attendant Console (VCX Model 3105).
z
Configure phone features such as call forwarding, silent monitoring, hunt groups,
call park extensions, call bridging, and system speed dial numbers.
z
Set up user groups (for example, hunt groups, page groups, and ACD groups).
z
Configure the Call Reports PC-based application to view Call Detail Records
(CDRs) collected by the VCX Accounting service.
This Guide describes the VCX features you can configure through the VCX
Administrator provisioning application. The steps required to configure a feature are
described in the online Help provided with the application. If you are running a version
of VCX software prior to the 8.0 release, online help is not available; instead, refer to
the appropriate VCX Administration Guide.
Refer to the VCX Maintenance Guide for the following VCX system maintenance tasks:
z
Accounting and Call Records services configuration
z
Database maintenance, including backup and restore, and multi-master replication
configuration
z
VCX Server management and reconfiguration
z
VCX configuration backup and restore
z
Uninterruptible Power Supply (UPS) management
z
Bulk user creation through the command line interface
z
VCX software upgrade and downgrade procedures
For VCX software release 9.5, you can also perform many maintenance tasks using the
VCX System Administration web interface. Access to this interface is described in
Viewing the Event Logs. See the VCX Maintenance Guide and the VCX System
Administration web interface online Help for more information.
VCX Connect System Configuration
VCX Connect systems are shipped in a preconfigured state.
The installer runs the First Time Configuration web-based application wizard. The
wizard enables the installer to specify network and application settings that enable a
VCX Connect server to operate in the network.
The First Time Configuration wizard also enables the installer to configure telephony
settings (for example, phone profile, dial plan, route plan, user profiles, and phone
extensions). When the installer completes the First Time Configuration wizard, the VCX
Connect server database is populated with the specified data.
The wizard provides two options for importing telephony data:
z
The installer can import a customer-supplied configuration file.
This file can include profile information for the actual users on your VCX system and the
phone extension assigned to each user. In this case, you may only need to perform the
last step in Table 4 (configure each phone through its Telephone User Interface) to
complete your system setup.
z
The installer can import a 3Com-supplied sample configuration file.
This file includes sample data (for example, a set of phone profiles and four sample
users with assigned extensions; see VCX Sample Configuration Settings for more
information). In this case, you can use some of the sample data (for example, one or
more of the phone profiles) and use the VCX Administrator provisioning interface to
perform other configuration tasks listed in (for example, add users and phone
extensions).
You can perform any of the steps in Table 4 if you want to modify or add to your VCX
Connect system. For example, you can use the VCX and IP Messaging provisioning
interfaces to further configure the VCX Connect system by adding users, phone
extensions, voice mailboxes, and configuring telephony features.
VCX Sample Configuration Settings
After installation of VCX Connect server software, the installer can preconfigure the
system by importing a 3Com-supplied sample configuration file.
The sample configuration data provides a fully functional VCX Connect system. While
the intent of the sample data is to provide configuration examples, you can use the
preconfigured elements in your VCX Connect system.
Table 5 describes the preconfigured elements in the 3Com-supplied sample
configuration file.
Table 5 3Com-Supplied Preconfigured Data for VCX Connect Systems
Element
Phone Profiles
Dial Plan
Telephone
Extensions
Users
Voicemail Number
Music On Hold
(MOH) Number
Number Translation
Call Park Range
Route Plan
Description
Provides six phone profiles: Standard, No-Voicemail,
No-LongDistance, No-Voicemail-No-LongDistance,
Fax-Modem, Executive. See VCX Sample Phone Profiles for
details.
Implements a 4-digit dial plan.
Configures four extensions: 1000, 1001, 1002, 1003.
All extensions are assigned to use the Standard phone
profile.
Configures four users: Sample Receptionist, User1 Sample,
User2 Sample, User3 Sample.
Configures the voicemail access number 5000 in IP
Messaging and specifies the number in each of the phone
profiles that supports voicemail.
Configures the MOH number 5001 in IP Messaging and
specifies the number in each of the phone profiles that
supports MOH.
Translates the number 0 to extension 1000, which is assigned
to Sample Receptionist.
Configures a call park range of 800-899.
Configures a route plan that includes a pattern, route, and
end point. The route plan enables access to the IP Messaging
service so that each sample extension can access a
corresponding voice mailbox.
3Com Corporation recommends that you do not modify these sample entries. Instead,
keep them for reference and create new items based on the samples.
Viewing the Event Logs
This section describes how to use the VCX System Administration web interface to view
logged events. This interface is available only for VCX above the VCX software release
8.0 or higher and requires admin account access (see VCX Administrator Access
Accounts).
The VCX logging system audits the following events:
Login attempts to, and configuration changes made through, the following web
z
interfaces:
z
VCX System Administration
z
Central Management Console
z
IP Messaging web provisioning interface
z
User Interface
Login attempts to the VCX operating system, both locally (through the console) and
z
remotely (through the SSH protocol)
z
Commands issued from operating system shells
z
Startup and shutdown of system services
Both successful and failed login attempts are logged.
Each VCX server logs events for the VCX services running on the server. You need to
know the IP address of a server to view its event log. You can determine the IP address
of the server hosting any VCX service by logging in to the VCX primary call processor
using the root account and entering the following command:
vcx-config-services --show
To view logged events through the VCX System Administration interface:
1)
In a web browser address bar (Internet Explorer 6.0 or higher, or Firefox 2.0 or
higher), enter the IP address of the VCX server whose events you want to monitor.
The 3Com VCX Networked Telephony Solution main page appears.
2)
Click VCX System Administration.
The System Administration page appears.
3)
On the left side of the page, move the mouse pointer over the Event Logs menu
and click the Event Logs option.
The Event Logs page appears. See Figure 1.
Figure 1 Audit Trail Logs Page
There are two tabs at the top of the display, Secure Logs and Message Logs.
The Secure Logs page displays authentication events. Each VCX server logs
z
records of all login attempts made through a console, through remote (SSH) access,
and through the VCX or IP Messaging web provisioning interfaces.
The Message Logs page displays provisioning events. Each server running the Call
z
Processor service or IP Messaging service records changes made to provisioning
data. For example, additions, deletions, and modifications to user profiles, phone
extensions, dial plans, patterns, Class of Service entries, Type of Service entries,
number translation and route plans are recorded.
The entries for each tab are displayed chronologically from the oldest to the most recent
for the selected time period. To quickly navigate to the most recent entries, click Last.
You can the sort order of the display by clicking on the appropriate column header.
Refer to the System Administration online Help or the VCX Maintenance Guide for more
information on event logging.
About VCX Administrator Passwords
Access to the VCX Administrator provisioning application through a web browser
requires logging in using the appropriate account (username and password).
The application includes four default accounts: admin, dir, user, and manager. Each
account has an associated privilege that determines the features available in the
application menu structure. See VCX Administrator Access Accounts for more
information.
The four default accounts and the password for each account are shown in Table 6.
Table 6 Accounts and Default Passwords for VCX Administrator Provisioning
Application Access
Account Name
Default Password
admin
besgroup
Account Name
Default Password
dir
besgroup
user
besgroup
manager
besgroup
3Com Corporation strongly recommends, for security reasons, that you change the
default passwords.
You can change the default passwords through the VCX System Administration web
interface, which also allows you to create additional accounts or modify existing
accounts.
You can also change the default passwords through the VCX Command Line Interface
(CLI). This section describes the CLI command option. For VCX System Administration
web interface access information, see Viewing the Event Logs.
To change the default passwords, log on, as root, to a VCX server and enter the
following commands:
cd /opt/3com/VCX/tomcat/scripts
./admincfg
This script generates the following prompts:
This script will change the admin user information.
Enter the password for dir:
Enter the password for manager:
Enter the password for user:
Enter the password for admin:
Do you want to apply your changes [Y/N]: Y
Changes have been applied
For your changes to take effect, you must restart tomcat.
Do you want to restart tomcat now [Y/N]: Y
Restarting tomcat
At the password prompt for each access role (admin, dir, user, and manager) enter a
new password and press Enter. To retain the existing (default) password, just press
Enter.
When prompted to apply the changes and restart Tomcat, you must enter Y (uppercase
Y). Any other entry (for example, lower case y or “yes”) will cancel the changes.
Accessing the Central Manager User Interface
The Central Manager is a web portal that provides access to the VCX Administrator
provisioning application, the IP Messaging provisioning application, the Global Directory,
and a Site Data option that allows you to view VCX configuration information.
This chapter includes the following topics:
Central Manager Overview
Accessing a VCX Site through the Central Manager
Using the Graphical User Interface
Modifying the Web Session Timeout Value
Modifying Site Names through the Central Manager
Be sure to set your web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Central Manager Overview
The Central Manager enables VCX system administrators to manage VCX system
components using a web browser (Internet Explorer 6.0 or higher, or Firefox 2.0 or
higher).
You can use the Central Manager to access the following management options:
z
The VCX Administrator provisioning application interface allows you to manage
VCX servers anywhere in your VCX network.
The VCX Administrator provisioning application is described in this guide.
z
The IP Messaging provisioning application allows you to manage IP Messaging
servers anywhere in your VCX network.
Refer to the IP Messaging Module Operations and System Administration Guide for IP
Messaging provisioning information.
As shown in Figure 4 the Central Manager page also includes the following menu
options:
The Global Directory option allows you to find configured users and their telephone
extensions in any office.
The global directory is described in Using the Global Directory.
The Site Data option allows you to view VCX configuration information for a selected
site and view the version of software running on each component of the VCX system.
Note that this page is available only if you are logged in through the admin account
(see VCX Administrator Access Accounts).
See the Central Manager online Help for more information.
Accessing a VCX Site through the Central Manager
This section describes how to access the VCX Administrator provisioning application
through the Central Manager to manage either a regional or branch office.
You access the Central Manager through a web browser by entering an IP address in
the browser’s address bar. The IP address required identifies the server hosting the Call
Processor service (see VCX Software Components for information on VCX services).
Entering this IP address allows the VCX Administrator application to access the VCX
provisioning database.
VCX systems are typically deployed in a redundant configuration which includes
replicated databases. For VCX systems, database replication is the process of copying
and maintaining database tables in a pair databases. Changes applied at the master
site are captured and stored before being forwarded and applied at the other site.
When a database replication is enabled between two VCX servers, it is important to
ensure data integrity. 3Com Corporation strongly recommends that you follow these
guidelines for provisioning:
When two servers operate as a primary and secondary pair (for example, a
z
redundant VCX Connect system), enter the IP address of the primary server to
access the Central Manager.
When replication is set up between a regional office server and one or more branch
z
office servers, enter the IP address of the regional primary server running the Call
Processor service to access the Central Manager. Do not enter the IP address of a
branch server unless mastership has transitioned to the branch.
In a multi-site system, the Call Processor service can run on one of the following VCX
servers:
z
IP Telephony and IP Messaging Server
z
IP Telephony Server
z
Call Server
You can determine the IP address of the server hosting the Call Processor service (or
any VCX service) by logging in to the VCX primary call processor using the root account
and entering the following command:
GetColumnValue CALLPROCESSOR CcCfg 1 SignallingIpAddr
To access the Central Manager:
1)
From a web browser (Internet Explorer 6.0 or higher, or Firefox 2.0 or higher),
enter the IP address of the server running the Call Processor service in your browser’s address
bar.
The 3Com VCX Networked Telephony Solution main page appears (Figure 3), which
includes the Central Management Console link. Depending on your VCX configuration
and access account (see VCX Administrator Access Accounts), you may see other links,
for example the VCX User Interface link and the VCX System Administration link.
Note that you can display pages in one of several languages by clicking the appropriate
link in the top right corner of the page.
Figure 2 3Com VCX Networked Telephony Solution Main Page
2)
Click Central Management Console.
The Central Manager login page appears, see Figure 3.
Figure 3 Central Manager Login Page
3)
Log in to the Central Manager using your assigned account (username and
password). There are four default VCX administrator accounts: admin, dir, user, and manager
(see VCX Administrator Access Accounts). The default passwords for each account are listed in
About VCX Administrator Passwords.
The Central Manager page appears (Figure 4), which allows you to choose the site you
want to manage. You can manage a VCX office (region, branch, or VCX Connect site),
or an IP Messaging server (depending on your network setup).
Figure 4 Central Manager Main Page
4)
Select one of the following options:
To access the VCX Administrator provisioning application start page for either a
z
regional or branch office, click the office you want to manage in the Site Name
column.
To access the IP Messaging provisioning application start page for an IP
z
Messaging server, from the IP Messaging Server column, click the server you want to
manage. See the IP Messaging Module Operations and System Administration
Guide.
You are directed to the site or server provisioning page. The VCX Administrator
provisioning start page you see depends on the access account you used to log in. See
VCX Administrator Access Accounts.
VCX Administrator Access Accounts
Access to the VCX Administrator provisioning application requires a login account
(username and password).
VCX software provides four default accounts: admin, dir, user, and manager. Each
default account has an associated privilege. The options available in the application
depend on the privilege assigned to the account.
Table 7 shows the four default accounts and corresponding privilege. The table also
includes a brief description of the VCX Administrator application provisioning options
available with each privilege. More information is provided later in this section.
Table 7 Default Accounts and Privileges
Account
Privilege
admin
System Administration
dir
Routing Administration
user
Telephony Administration
manager
Move/Add/Change
Administration
Description
Provides access to all application
components.
Provides access to routing options.
Provides access to all telephony
management options.
Provides access to a subset of
telephony management options.
Note that the accounts shown in Table 7 are the default accounts supplied with VCX
software. You can also create your own accounts and specify one or more privileges
through the VCX System Administration interface (interface access is described in
Viewing the Event Logs).
Figure 5 shows the VCX Administrator provisioning application interface for a user
logged in using the admin account.
Figure 5 VCX Administrator Provisioning Page - Admin Account
The main menu choices include Users, Directory, Search, Preferences, and Main. Move
the mouse pointer over the Users or Directory menu options to display submenu options.
The selected submenu option determines the page displayed by the VCX Administrator
provisioning application.
z
Users — Enables you to manage users, groups of users, and telephone features.
These topics are described in Configuring VCX Users through Configuring Dial Plans.
The Users menu is available with the following application access accounts:
z
The admin account allows access to all submenu options.
z
The user account allows access to all submenu options.
z
The manager account allows access to a subset of submenu options (Users,
Phones, Groups, and Devices).
z
Directory — Enables you to configure communication services (for example,
manage routes, end points and call admission control). See Configuring Call Route
Plans.
The Directory menu is available with the following application access accounts:
z
z
The admin account allows access to all submenu options.
z
The dir account allows access to all submenu options.
Search — Enables you to locate a user, a hunt group, a phone, a hunt group, page
group, call pickup group or ACD group. See Using the Users Search Tool or Using the
Group Search Tool. This option is available to all application access accounts except
dir.
z
Preferences — Enables you to specify how many entries are listed on the VCX
provisioning page. If a page has more entries than a single page can display, the
page includes Next and Previous buttons (see Using the Graphical User Interface).
This option is available to all application access accounts.
z
Main — Enables you to return to the Networked Telephony Solution home page.
This page allows you to select the VCX system component you want to manage. This
option is available to all application access accounts.
z
Log out — Ends your session and returns to the VCX Administrator provisioning
application login page. This option is available to all application access accounts.
By default, an inactive web session times out after 30 minutes, which forces the user
(end user or administrator) to log in again. You can change the web session timeout
value to extend or shorten the time allowed for inactive web sessions. See Modifying
the Web Session Timeout Value.
Using the Graphical User Interface
This section describes the common set of interface options used on VCX provisioning
pages.
Some pages display currently configured values. For example, Figure 6 shows the
Phone Book page, which lists every user and extension configured on the server.
Figure 6 Phone Book Page
Note the following interface options:
z
An underlined Next button (not shown in Figure 6) indicates the interface cannot
display all the entries on a single page. Click Next to display the next page. Click
Previous to return to the previous page.
By default, a page that has multiple entries can list 12 entries. Depending on your
monitor, you may want to list more or less than 12 entries on a page. To change the
number of entries displayed on a page, click Preferences (see Figure 6), then click
Page Size. The page size range is a minimum of 10 entries up to a maximum of 500
entries.
z
The underlined column headers in Figure 6 indicate that you can sort the listed
entries by clicking a column name. The entries in Figure 6 are sorted by Phone
Address (extension). To sort the entries by last name, click the Last Name column
header.
z
You can also search for a particular entry by selecting a search option in the Filter
drop down list (phone Address, First Name, Last Name, or Location). Then, enter the
appropriate search criteria in the Filter text box and click Go.
On pages that accept configuration information, fields marked with an asterisk ( * )
indicate required fields. For example, Figure 7 shows the Add User page. The asterisk
preceding the First Name field indicates you must enter a field value. The Title field
does not have an asterisk, indicating that this field is optional. If you skip a required field
and click Save, the interface displays a warning indicating you cannot omit a required
field.
Figure 7 User Add Page
Many configuration pages include the following three buttons:
z
Save — Saves the configured information as long as you have completed all the
required fields.
z
Cancel — Does not save configured information and returns to the previous (parent)
page.
z
Reset — Restores a page to its last saved state.
Modifying the Web Session Timeout Value
The 3Com VCX Networked Telephony Solution main page (Figure 2) provides access
to interfaces for the IP Messaging provisioning application, the Central Manager (which
provides access to the VCX Administrator provisioning application), and the VCX User
provisioning application. All of these interfaces are controlled by a web session timer.
By default, an inactive web session times out after 30 minutes. When the timer expires,
the user (end user or administrator) session terminates. To start a new session, the user
must log in again.
You can modify the web session timeout value if you want to shorten or lengthen the
time users are allowed to maintain an inactive session. Note that changing this value
requires stopping and restarting the Tomcat server, which will terminate any active web
sessions.
To modify the web session timeout value:
1)
Log in to the primary VCX call processor server as root.
2)
Enter the following commands:
cd /opt/3com/VCX/tomcat/scripts
./sessioncfg
The session timeout configuration script prompts you for a new session timeout value.
3)
Enter the number of minutes you want to allow a user’s web session to remain
inactive before terminating the session.
The session timeout configuration script asks you to confirm the change to the new
value.
4)
Enter Y to accept the change. Enter N to cancel the change.
Your response is case-sensitive. You must enter Y to make the change. If you enter y
(or any other response except Y), the script terminates and the new value is not applied.
If you enter Y, the script responds with the following prompt:
For your changes to take effect, you must retsart tomcat.
Do you want to restart tomcat now [Y/N]:
5)
Enter Y to restart Tomcat and apply the new session timeout value.
Your response is case-sensitive. You must enter Y to restart Tomcat and make the
change. If you enter y (or any other response except Y), the script terminates, Tomcat is
not stopped and restarted, and the new value is not applied.
Modifying Site Names through the Central Manager
You can change the site name of regional and branch offices using the Central
Manager.
To edit a site name:
1)
Access the Central Manager (see the previous section, Accessing a VCX Site
through the Central Manager).
The Central Manager page appears.
2)
Click Modify.
The regional and branch office site name fields become editable.
Modify a site name by editing the field value in the Site Name column.
3)
Click Save.
The site name is updated.
Using the Global Directory
Configuring the Global Directory identifies different sites in a VCX system to each other.
This integration allows users to make calls between sites and allows the user directory
on one site to be visible to the users on another site.
This chapter includes the following topics:
Global Directory Overview
Configuring the Global Directory
Searching for End Users through Global Directory
Locating Global Directory Log Files
Global Directory Overview
The Global Directory option on the Central Manager page (see the left side of Figure 4)
allows you to search for configured users in any office linked to the Central Manager.
You can search using first or last name, phone extension, or site ID or name. Once you
find the user, you can launch the VCX Administrator provisioning interface on the server
where the user is configured. This feature is useful in multi-site systems, where there
are multiple regional offices and possibly branch offices associated with a regional
office.
A VCX Connect system provides telephony services for users in a single site. You
can, however, use the Global Directory to link multiple VCX Connect sites. If you plan
to link VCX Connect systems through the Global Directory, you must ensure that
telephone extensions are unique among the linked systems. During the initial setup of
a VCX Connect system (First Time Configuration), the installer can provision the
system with four default users and extensions (1000-1003). You must modify or delete
these default extensions on all but one of the VCX Connect systems you plan to link.
The Global Directory is also used in VCX version 7.1 (and higher) systems for call
routing. Prior to version 7.1, you had to configure routes between each VCX call
processing end point to enable calling in a multi-site system. Starting with version 7.1,
VCX software can use the Global Directory on each call processor to make call routing
decisions. See Route Plan Configuration Requirements for more information on routing.
See topics in this section for information on setting up the Global Directory.
Figure 8 show the Global Directory page.
For the discussion of the Global Directory in this chapter, you can consider regional
offices to be either remote locations in a multi-site implementation of a VCX enterprise
system or multiple linked locations in a VCX Connect system.
Figure 8 Global Directory Page
Each regional office has its own local user directory. This local directory includes, by
default, all the users provisioned on the region and also all the users provisioned on
each branch office (if any) associated with the regional office. In this case, regional
users and branch users are included in the local directory because the regional
database and the branch databases are automatically replicated.
However, a regional office (and its branch offices) cannot view the user directory on
another regional office (and its branch offices) unless one of the following conditions is
true:
z
Database replication has been enabled between the two regions. See Global
Directory Requirements for Replicated Regions with Branch Offices for more
information.
z
You run a script, config.sh, on one region to identify the other region you want to
include in the first region’s global directory.
Configuring the Global Directory
The topics in this section describe the option for using the config.sh script to configure
the global directory.
The topics use the example of the Boston, Chicago, and Los Angeles regional offices.
Each regional office includes a pair of redundant VCX servers (primary and secondary).
For example, it is possible to have three regional offices (Boston, Chicago, and Los
Angeles) and not allow any of them to see the other’s user directory. It is also possible
to set up a global directory at the Boston regional office that includes the users in
Chicago, but not allow the Chicago regional office see Boston’s user directory. You, the
administrator, have complete control over how you want the user directories to be
visible.
To run the config.sh script, you log on to one of the primary VCX regional servers. Some
script options prompt you to identify another region by entering an IP address or
hostname. The VCX server you log in to and the VCX servers you are asked to identify
must be the servers running the Authentication and Directory service. You can
determine the IP address of a service by logging in to a primary VCX server as root and
entering the following command:
vcx-config-services --show
The command response shows the type of VCX system configuration and shows the IP
addresses for all VCX services.
You can also view the VCX system configuration through the web interface.
Select System Information > System Configuration to enter the page shown in the
following figure.
VCX version 9.5 multi-site systems rely on configuration of the Global Directory to
enable call routing between regions. If you elect to hide the user directory in a region,
you must configure a route plan on the other regions in the system to identify the
hidden region. See Route Plan Configuration Requirements for information.
Directly Adding a User Directory to the Global Directory
To directly add a user directory to another regional office, use the config.sh script option
101, on the regional office you are logged on to. User directories can also be added
indirectly by using the config.sh script, option 107, in which case user directories are
“pushed” to other regional offices (see Uploading a User Directory to Multiple Regional
Offices).
By directly adding a user directory from a regional office, you control which user
directories you want to add to your server. For example, if at the Boston office you add
Chicago’s user directory, Boston users can see Chicago’s user directory but Chicago
can not see Boston’s user directory. Chicago users can not see Boston’s user directory
until you add the Boston directory at the Chicago office.
The following example adds the Chicago user directory to the Boston regional office:
1)
Log on to the primary VCX server in Boston using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
2)
At the prompt, enter 101.
The Enter the Primary ROCSA(Regional Operations Center Service Area) IP Address
or Hostname prompt appears.
3)
Enter the hostname or IP address of the primary server at the remote regional
office (in this example, the Chicago office) whose user directory you want to add.
The Enter the Secondary ROCSA IP Address or Hostname prompt appears.
4)
Enter the hostname or IP address of the secondary server at the remote regional
office (in this example, the Chicago office).
The Enter an Username for both Primary & Secondary ROCSA’s prompt appears.
5)
Enter the password for the cworks account after the asterisks(*). The default is
cworks but may be changed during installation.
6)
Press Enter.
The Re-type Password prompt appears.
7)
Reenter the password for the cworks account after the asterisks (*).
The Enter the Global Directory Input Path at ROCSA [/opt/3com/VCX/vcxdata/db/export]
prompt appears, which lists the default path to the location of the regional user directory
common file.
8)
Press Enter
3Com does not recommend changing this default directory path.
9)
Press Enter to return to the main menu.
The Boston global directory information will be updated with the Chicago user directory
once the user directory databases resynchronize, either automatically or manually (see
Manually Resynchronizing the Global Directory).
Updating a Directory Reference on a Regional Office
Use this option to update the IP address or hostname entry for a regional office. In the
following example, the IP address for the Chicago office has changed so the Boston
office must be updated.
1)
Log on to the primary VCX server in Boston using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
The SELECT OPERATION prompt appears.
2)
At the prompt, enter 104.
The Enter the Primary ROCSA IP Address or Hostname to Update prompt appears.
3)
Enter the IP address of the primary server at the remote regional office (in this
example, the Chicago office) whose IP address has changed.
The Enter the Secondary ROCSA IP Address or Hostname to Update prompt appears.
4)
Enter the IP address of the secondary server at the remote regional office (in this
example, the Chicago office).
The Do you want to Update Password [n/y] prompt appears.
5)
The password cannot be updated from here. Enter n to continue.
The Do you want to Update Password [n/y] prompt appears.
6)
The password cannot be updated from here. Enter n to continue.
The Enter the Global Directory Input Path at ROCSA [/opt/3com/VCX/vcxdata/db/export]
prompt appears, which lists the default path the regional user directory common file is
located.
7)
Press Enter to return to the main menu.The Boston global directory information
will be updated with the Chicago user directory when the user directory databases resynchronize,
either automatically or manually.
3Com does not recommend changing this default directory path.
8)
Press Enter to return to the main menu.
The Boston global directory information will be updated with the Chicago user directory
when the user directory databases resynchronize, either automatically or manually (see
Manually Resynchronizing the Global Directory).
Removing a Directory Reference on a Regional Office
You can remove a regional directory from a regional office if the regional office moves,
is closed, or if you no longer want users to see that directory. When you remove a
regional user directory database, only the reference to that database is deleted from the
specified server.
In the following example, the Chicago user directory is configured on regional offices in
Boston and Los Angeles. The steps remove the Chicago user directory from the Boston
regional office but maintain it on the Los Angeles regional office.
To remove a regional office from the global directory:
1)
Log on to the primary VCX server in Boston using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
The SELECT OPERATION prompt appears.
2)
At the prompt, enter 102.
The Enter the Primary ROCSA IP Address or Hostname to Delete prompt appears.
3)
Enter the IP address of the primary server at the remote regional office (in this
example, the Chicago office) that you want to remove.
A confirmation prompt appears, asking you to confirm removal.
4)
Enter y to delete the regional office directory.
The Chicago regional office user directory will be deleted from the Boston office’s global
directory when the user directory databases resynchronize, either automatically or
manually.
Listing Regional Offices in a Global Directory
You can use the config.sh script to list all of the peer regional offices whose user
directories can be viewed on the server you are logged on to. You can also list the host
regional office of a branch office.
Listing Peer Regional Offices from a Regional Office
In the following example, the Boston office is configured to view the user directories on
regional offices in Chicago and Los Angeles.
To list all of the peer regional offices whose user directories can be viewed on the
Boston office:
1)
Log on to the primary VCX server in Boston using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
The SELECT OPERATION prompt appears.
2)
At the prompt, enter 103.
The config.sh script lists the details for the Chicago and Los Angeles regional offices.
3)
Press Enter.
If there is more than one regional office, the next one is listed; otherwise, you are
returned to the main prompt.
Showing the Regional Offices from a Branch Office
You can display the regional office that hosts a branch office.
To list the host regional office of a branch office:
1)
Log on to the primary VCX server of the branch office using the cworks account
and enter these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
The SELECT OPERATION prompt appears.
2)
At the prompt, enter 103.
The config.sh script lists the details for a branch’s regional office.
3)
Press Enter.
You are returned to the main prompt.
Configuring Data Collection Frequency
You can specify how often you want a data collection to automatically occur at each
regional office. Any new users that have been added or edits that have been made on a
remote regional office are not visible on a local regional office until data is collected for
each remote regional office.
A regional office collects user directory data for:
z
Each branch office that it hosts
z
Every phone configured on that regional office
z
Every remote regional office for which it is configured to collect user directory data.
By default, data collection happens every six hours (360 minutes). 3Com Corporation
recommends that, if you have more than one regional office, you configure your data
collection frequency to occur at least three times a day to ensure the databases are
synchronized.
Branch office global directory configuration is automatically configured during
installation and does not require any additional configuration. The branch office
configuration tool is provided for any manual modifications that might be required.
Configuring Data Collection Frequency for a Regional Office
This procedure determines how often the Boston regional office collects data from its
peer regional offices in Chicago and Los Angeles.
To configure the data collection frequency on a regional office:
1)
Log on to the primary VCX server in Boston using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
2)
At the prompt, enter 105.
3)
At the prompt, enter (in minutes) the frequency at which you want the data
collection to occur.
You are returned to the main menu.
The user directory in Boston will automatically collect information from the Chicago and
Los Angeles regions at the specified interval.
Configuring Data Collection Frequency at a Branch Office
This procedure determines how often its host regional office pushes user directory data
fto the branch.
To configure the data pushing frequency on its host regional office:
1)
Log on to the primary VCX server of the branch office using the cworks account
and enter these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
2)
At the prompt, enter 105.
3)
At the prompt, enter (in minutes) the frequency at which you want the data
collection to occur.
You are returned to the main menu.
The user directory on the branch office will automatically push information from its host
region at the specified interval.
Manually Resynchronizing the Global Directory
You can force a regional office to collect global directory database updates from its peer
regional offices and its own database. The updated global directory is not immediately
visible on the regional office phones, but it is visible on the branch office phones. To
make the updated global directory immediately available on the regional office phones,
see Manually Loading a Global Directory Database.
The following example resynchronizes the Boston global directory.
To manually resynchronize a regional office:
1)
Log on to the primary VCX server in Boston using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
2)
At the prompt, enter 106.
The global directory on the Boston office resynchronizes immediately.
3)
Press Enter.
You are returned to the main menu. To make the updated global directory immediately
available on the Boston regional office phones, see Manually Loading a Global
Directory Database.
Manually Loading a Global Directory Database
You can load an updated global directory on a regional office so it is immediately visible
on the regional office phones. This option is generally used after an updated global
directory has been manually resynchronized.
In the previous section (Manually Resynchronizing the Global Directory), the global
directory at the Boston office was resynchronized. To manually load this updated global
directory database, log on to the primary VCX server in Boston using the cworks
account and enter these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./forceGDBLoad.pl
Uploading a User Directory to Multiple Regional Offices
You can push a user directory to all other configured regional offices so that data upload
does not need to be performed individually at all the regional offices that have been
added using option 101.
For example, Boston, Chicago, and Los Angeles have each been configured using
option 101 so that users at each site have a global directory that includes users at the
other two sites. If the Boston office adds or deletes users, the Chicago and Los Angeles
offices would have to either automatically or manually resynchronize their user directory
databases. Alternatively, the Boston office can upload its changes to both Chicago and
Los Angeles.
To upload the user directory to all other deployed regional offices:
1)
Log on to the primary VCX server in Boston using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
2)
At the prompt, enter 107.
Boston’s global directory is uploaded to all other configured peer regional offices (in this
example, Chicago and Los Angeles) immediately.
3)
Press Enter.
You are returned to the main menu.
Global Directory Requirements for Replicated Regions with Branch Offices
This section describes global directory configuration requirements when database
replication is enabled between two regions, and each region includes branch offices.
If replication is enabled between two regions, the entries in the global directory depend
on your location.
For example, Boston (R1) has two branch offices (R1B1 and R1B2) Chicago (R2) has
two branch offices (R2B1 and R2B2). Database replication is enabled between R1 and
R2.
z
The global directory on R1 includes users provisioned on R1, R1B1, R1B2, and R2.
z
The global directory on R2 includes users provisioned on R2, R2B1, R2B2, and R1.
Notice that the branch offices associated with the remote region are not included. For
example, while the global directory for R1 does include users provisioned on R2, it does
not include users provisioned on R2’s branches, R2B1 and R2B2.
Adding Remote Branches to a Regional Global Directory
To add remote branch users (in this example, R2B1 and R2B2) to the global directory
for a local region (in this example, R1):
1)
Log on to the primary VCX server in R1 using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
2)
At the prompt, enter 101.
The Enter the Primary ROCSA IP Address or Hostname prompt appears.
3)
Enter the hostname or IP address of the primary server at the remote regional
office (in this example, R2) whose user directory you want add.
The Enter the Secondary ROCSA IP Address or Hostname prompt appears.
4)
Enter the hostname or IP address of the primary server at the local regional
office (in this example, R1).
The Enter Password prompt appears.
5)
Enter the password for the cworks account after the asterisks (*). The default is
cworks but may be changed during installation.
6)
Press Enter.
The Re-type Password prompt appears.
7)
Reenter the password for the cworks account after the asterisks (*).
The Enter the Global Directory Input Path at ROCSA [/opt/3com/VCX/vcxdata/db/export]
prompt appears, which lists the default path to the location of the regional user directory
common file.
8)
Press Enter.
3Com does not recommend changing this default directory path.
9)
Press Enter to return to the main menu.
10)
At the prompt, enter 0 to exit the script.
11)
At the system prompt, enter the following command to reload the configuration:
./reload.pl
The R2 branch users (R2B1 and R2B2) will be added to R1’s global directory once the
user directory databases resynchronize, either automatically or manually (see Manually
Resynchronizing the Global Directory).
To add remote branch users in R1B1 and R1B2) to the global directory for R2, execute
steps 1 through 10 while logged in to R2 and enter the appropriate IP addresses in
steps 3 and 4.
Adding Global Directory Redundancy for a Branch Office
Because database replication is automatically enabled between a regional office (R1)
and its associated branches (R1B1 and R1B2), the global directory at each location
(region or branch) includes users at the other sites. For example, the global directory at
R1B1 includes users provisioned on R1 and R1B2.
If the region (R1) fails, the local branches cannot receive global directory updates. If
database replication is enabled between two regions (R1 and R2), you can configure a
branch ((R1B1) to receive updates from the other region (R2) if the local region (R1)
fails.
To configure global directory redundancy at a branch office (R1B1 in this example):
1)
Log on to the VCX branch server (R1B1) using the cworks account and enter
these commands:
cd /opt/3com/VCX/vcxdata/globaldir/bin
./config.sh
2)
At the prompt, enter 101.
The Enter the Primary ROCSA IP Address or Hostname prompt appears.
3)
Enter the hostname or IP address of the primary server at the local regional
office (in this example, R1).
The Enter cworks password prompt appears.
4)
Enter the password for the cworks account after the asterisks (*). The default is
cworks but may be changed during installation.
5)
Press Enter.
The Re-type Password prompt appears.
6)
Reenter the password for the cworks account after the asterisks (*).
The Enter the Global Directory Input Path at ROCSA [/opt/3com/VCX/vcxdata/db/export]
prompt appears, which lists the default path to the location of the regional user directory
common file.
7)
Press Enter.
3Com does not recommend changing this default directory path.
8)
Press Enter to return to the main menu.
9)
At the prompt, enter 0 to exit the script.
10)
At the system prompt, enter the following command to reload the configuration:
./reload.pl
Searching for End Users through Global Directory
This section describes how to use the Global Directory to search for users regardless of
location.
To search for end users using the Global Directory:
1)
Access the Central Manager page (see Accessing a VCX Site through the
Central Manager).
2)
On the left side of the page, click Global Directory (see Figure 9).
Figure 9 Global Directory Link
The Global Directory Search Criteria page appears. See Figure 10.
Figure 10 Global Directory Search Criteria Page
3)
You can search for end users using five criteria: last name, first name, extension,
site ID, or site name. You can use one or more of these criteria to narrow your search results. You
can truncate search criteria, and entries are not case-sensitive. For example, you can enter “it”
instead of Smith for the last name. All last names containing the sequence “it” are returned.
Enter search criteria using the according to the following field descriptions:
z
Last Name Contains — Enter the entire, or part of, the user’s last name. For
example, if you entered smith, Sm, or it any last name containing these characters are
returned.
z
First Name Contains — Enter the entire, or part of, the user’s first name. For
example, if you entered john or Jo any first name containing these characters are
returned.
z
Extension Contains — Enter the entire, or part of, the user’s phone extension such
as 1101.
z
Site Id Contains — Enter the unique ID assigned to a region.
z
Site Name Contains – Enter the unique name assigned to a specific site.
4)
Click Search.
The search results are listed beneath the Global Directory Search Results heading, see
Figure 11.
Figure 11 Global Directory Search Criteria Results
Locating Global Directory Log Files
Any modifications to the global directory using the global directory configuration tool are
captured log files that are located in the /opt/3com/VCX/vcxdata/globaldir/log directory.
Configuring VCX Users
This chapter provides information on how to add, edit, clone, and delete users through
the VCX Administrator web provisioning application. The chapter also provides
information on managing the user environment through Class of Service (CoS) and
Type of Service (ToS) configuration.
This chapter includes the following topics:
Accessing User Configuration Options
Managing User Profiles
Configuring User Groups
Overview
1)
A user group on the conferencing server contains specified users such as user
groups sales, finance, admin, and users.
2)
You can divide users into different groups according to various standards.
3)
A user can belong to only one user group, and a user group can have multiple
users.
Configuring User Groups
You can use the VCX Administrator provisioning application to view, add, delete, and
modify user groups, and assign members to user groups. These provisioning options
are available through the User Groups Menu. For detailed operations, see the Online
Help.
The system allows you to configure at most 1000 user groups.
To access the User Groups Menu:
z
Access the configuration page of the VCX site through the Central Manager.
z
Select Users Menu.
z
Select the User Groups tab. See Figure 13.
Figure 12 Users Menu – User Groups Page
The User Groups page allows you to:
z
Create a user group
z
Modify a user group
z
View the member list of a user group
z
Assign members to a user group
z
Delete a user group
Configuring User Classes
Overview
1)
A user class defines the number of ports available for a user in this class when
the user creates conferences. For example, User A is in class A, which defines that the number of
available ports is 50. This means that User A can create five different conferences, and each
conference can have 10 attendants. The 5 conferences can be held either simultaneously or not
simultaneously. The number of ports that can be used also depends on the license of the
conferencing server and the port type. For more information, see the IP conferencing Module User
Guide.
2)
You can customize user classes according to various standards.
3)
A user can belong to only one user class, and a user class can have multiple
users.
Configuring User Classes
You can use the VCX Administrator provisioning application to view, add, delete, and
modify user classes, and assign members to user classes. These provisioning options
are available through the User Classes Menu. For detailed operations, see the Online
Help.
The system allows you to configure at most 20 user classes.
To access the User Classes Menu:
z
Access the configuration page of the VCX site through the Central Manager.
z
Select Users Menu.
z
Select the User Classes tab. See 错误!未找到引用源。.
Figure 13 Users Menu – User Classes Page
The User Classes page allows you to:
2)
Create a user class, which includes the following information:
z
Class name that identifies the user class
z
Admin role that defines the authority of each user in the user class. There are three
available roles:
z
Conf User: Conference user who can access specific web pages and create
Scheduled Conferences.
z
Conf Manager: Conference manager who can create Scheduled Conferences
and Meet Me Conferences, and manage conferences created by other users.
z
Conf Admin: Conference administrator who can manage all system resources
and conference resources. A conference administrator and a root user have
similar authorities.
Max Allowed Confs: Maximum number of conferences that can be created by all
z
users of this user class.
Max Allowed Conf Ports: Maximum number of ports that can be used by all users of
z
this user class.
3)
Modify a user class
4)
View the member list of a user class
5)
Assign members to a user class
6)
Delete a user class
Viewing the Phone Book
Be sure to set your web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Accessing User Configuration Options
You can use the VCX Administrator provisioning application to manage user profiles,
and to assign one or more telephones to each user. These provisioning options are
available through the Users Menu.
To access the Users Menu:
1)
Access the office location for the user you want to add (see Accessing a VCX
Site through the Central Manager).
2)
Select Users Menu.
The Users page appears by default. See Figure 14.
Figure 14 Users Menu - Users Page
By default, the Users Menu displays the Users page, which lists the currently configured
users. See Viewing All Users for a description of the Users page.
The menu options for the Users Menu appear as submenu options. Selecting a
submenu option displays one or more tabbed pages. These pages allow you to:
z
Manage user profiles, configure a Class of Service and configure a Type of Service.
These topics are described in this chapter.
z
Manage telephone profiles and extensions, configure an attendant console, and
configure emergency services. See Managing VCX Phone Profiles and Extensions.
z
Manage phone features (for example, call forwarding) for a user. See Configuring
Telephone Features for a User.
z
Manage global phone features (for example, system speed dial numbers). See
Configuring Global Telephone Features.
z
Manage calling groups (for example, hunt groups). See Configuring Groups.
z
Manage dialing patterns, plans, rules, and number translation. See Configuring Dial
Plans.
z
Manage Force Account Codes . See Configuring VCX Forced Account Codes.
z
Manage Customer Accounting and Billing Codes. See Configuring VCX Customer
Accounting and Billing Codes.
See Using the Graphical User Interface for information on interface options.
Viewing All Users
You can use the Users page (Figure 14) to view information for all currently configured
users on the server. You can also use this page to edit an existing user profile, delete a
user profile, and manage the telephone information for a user.
Each row on the Users page contains six columns of information for each user. Table 8
lists each column and describes the type of information available in that column.
Table 8 Users Page Information
Column
Selection box
Name
E-mail
User Name
Phones
Actions
Description
Use the check box to select one or more users. This is useful
when the action you want to perform spans multiple users.
Specifies the first, middle, and last names of a user.
Specifies the user’s e-mail address.
Specifies the username used to access the VCX User web
interface, and provides a link which allows you to edit the
personal information for the user.
Contains a link that allows you to add, view, and modify phone
information for the user.
Provides the following three options:
Address — Use this option to add or modify address
information for a user.
Clone — Use this option to clone an existing user profile.
Delete — Use this option to delete a user profile.
Managing User Profiles
Every VCX user must have account information configured in a profile. Once configured,
the profile can be assigned to one or more telephone extensions. The profile identifies
the user and also establishes account information required to access the VCX User
application. The user can access this web interface to configure some telephone
features (for example, call forwarding) and view account information (for example, calls
made and received).
You can use the VCX Administrator provisioning interface to:
z
Create a user profile, which includes the following information:
z
Personal information that identifies the user.
z
Phone features that specify the language and font size used on the user’s
telephone LCD Display Panel.
z
Conference features that specify the group to which a user belongs and the class
of the user.
z
Web login information that specifies the username and password required for
access to the VCX User web interface.
z
z
Optionally, you can also enter address information for a user.
Modify a user profile
z
Clone a user profile to save time when creating new user profiles
z
Delete a user profile
To manage user profiles:
1)
Access the Users page as described in Accessing User Configuration Options.
2)
See the online Help for instructions on adding, modifying, cloning, and deleting
user profiles.
After adding user profiles, you can assign one or more telephones to each user. See
Managing Phone Extensions.
Using the Users Search Tool
You can search for users based on user information (name or phone extension). You
can also search for groups based on group information (see Using the Group Search
Tool). In both cases, search results list user information and group membership
information.
To search for a user:
1)
Select Search Menu.
The User/Groups Search page appears.
2)
See the online Help for instructions on entering search criteria to locate one or
more users.
Configuring User Groups
Overview
1)
A user group on the conferencing server contains specified users such as user
groups sales, finance, admin, and users.
2)
You can divide users into different groups according to various standards.
3)
A user can belong to only one user group, and a user group can have multiple
users.
Configuring User Groups
You can use the VCX Administrator provisioning application to view, add, delete, and
modify user groups, and assign members to user groups. These provisioning options
are available through the User Groups Menu. For detailed operations, see the Online
Help.
The system allows you to configure at most 1000 user groups.
To access the User Groups Menu:
z
Access the configuration page of the VCX site through the Central Manager.
z
Select Users Menu.
z
Select the User Groups tab. See Figure 13.
Figure 15 Users Menu – User Groups Page
The User Groups page allows you to:
z
Create a user group
z
Modify a user group
z
View the member list of a user group
z
Assign members to a user group
z
Delete a user group
Configuring User Classes
Overview
1)
A user class defines the number of ports available for a user in this class when
the user creates conferences. For example, User A is in class A, which defines that the number of
available ports is 50. This means that User A can create five different conferences, and each
conference can have 10 attendants. The 5 conferences can be held either simultaneously or not
simultaneously. The number of ports that can be used also depends on the license of the
conferencing server and the port type. For more information, see the IP conferencing Module User
Guide.
2)
You can customize user classes according to various standards.
3)
A user can belong to only one user class, and a user class can have multiple
users.
Configuring User Classes
You can use the VCX Administrator provisioning application to view, add, delete, and
modify user classes, and assign members to user classes. These provisioning options
are available through the User Classes Menu. For detailed operations, see the Online
Help.
The system allows you to configure at most 20 user classes.
To access the User Classes Menu:
z
Access the configuration page of the VCX site through the Central Manager.
z
Select Users Menu.
z
Select the User Classes tab. See 错误!未找到引用源。.
Figure 16 Users Menu – User Classes Page
The User Classes page allows you to:
2)
Create a user class, which includes the following information:
z
Class name that identifies the user class
z
Admin role that defines the authority of each user in the user class. There are three
available roles:
z
Conf User: Conference user who can access specific web pages and create
Scheduled Conferences.
z
Conf Manager: Conference manager who can create Scheduled Conferences
and Meet Me Conferences, and manage conferences created by other users.
z
Conf Admin: Conference administrator who can manage all system resources
and conference resources. A conference administrator and a root user have
similar authorities.
Max Allowed Confs: Maximum number of conferences that can be created by all
z
users of this user class.
Max Allowed Conf Ports: Maximum number of ports that can be used by all users of
z
this user class.
3)
Modify a user class
4)
View the member list of a user class
5)
Assign members to a user class
6)
Delete a user class
Viewing the Phone Book
The Phone Book option lists every user and their associated extension (or extensions)
configured on the currently accessed server. This display is for informational purposes
and cannot be modified.
An extension is not listed until you assign it to a user. Also, you can prevent the
display of an extension in the Phone Book by enabling the Exclude from LCD
Directory field on the phone configuration page (see Managing Phone Extensions).
To view all the phones configured on a host server, click Users Menu > Phone Book.
Note that a user is not listed until you assign a phone to that user.
Configuring Services
This chapter describes how to configure VCX Classes of Service, Types of Service, and
emergency services.
This chapter includes the following topics:
Configuring Class of Service
Configuring Class of Service Elements
Configuring Type of Service
Configuring Emergency Services
Configuring Class of Service
When you create a phone extension, you assign the extension to a phone profile (see
Managing Phone Extensions). A phone profile includes a set of common phone
attributes, including a Class of Service (CoS). A CoS determines the incoming and
outgoing phone numbers a phone is allowed to dial or receive.
Each Class of Service includes one or more elements. Each element includes one or
more dialing patterns. A pattern identifies a dial string prefix. For example, your VCX
system could include the following:
A Class of Service named Sample Class of Service, which includes:
z
A CoS element named Toll, which includes:
z
91900*
z
91976*
A CoS element can be configured to allow (whitelist) or block (blacklist) an inbound or
outbound call whose dial string matches the element’s pattern (or patterns). So, for
example, if you configured the Toll element to block outbound calls, any phone
assigned to the Sample Class of Service could not complete a call to a number whose
dial string included the prefix 91900 or 91976.
For each Class of Service, you can also configure Trunk to Trunk Transfer and Forward
to Trunk dialing.
z
Trunk to Trunk Transfer — If enabled, users are allowed to transfer a call from
outside the phone system (from a PSTN) to somewhere else outside the internal
phone system. For example, if phone A (located on the PSTN) calls phone B (located
on the VCX system), phone B can forward the call to phone C (located on the PSTN).
This creates a “bridge” between phone A and phone C and the company of phone B
pays for the call.
z
Forward to Trunk — If enabled, users are allowed to forward calls to the PSTN. For
example, a user could configure his or her phone to forward calls to an international
location. Consequently, the user’s company pays for the long distance call and not
the user.
Your VCX system includes several preconfigured Classes of Service. You can modify
an existing CoS or create a new one. In addition, you can create CoS elements and add
them to an existing CoS, or you can modify existing CoS elements.
Note the following additional CoS considerations:
Emergency calls (such as calls to 911) are not subject to CoS restrictions and
z
cannot be blacklisted. Emergency numbers are configured and controlled through the
Emergency Services menu option (see Configuring Emergency Services).
System-wide Speed Dial numbers are subject to Class of Service restrictions. For
z
example, if a phone is assigned to a CoS that prohibits dialing toll-free numbers, a
System Speed Dial configured for a specific toll number will not work on that phone.
When you create a new phone profile (see Managing Phone Extensions), the
z
system assigns the default CoS unless you specify a different one. If you edit the
properties of the default CoS, verify that it contains a minimum set of permissions.
You can use the VCX Administrator provisioning interface to:
z
Add a CoS.
z
Modify a CoS to change the following:
z
The elements assigned to the CoS
z
How elements are applied to inbound and outbound calls (the whitelist or blacklist
status)
z
The Trunk to Trunk Transfer and Forward to Trunk status applied to calls
z
Delete a CoS.
z
Add or delete a CoS element. See Configuring Class of Service Elements.
To manage a Class of Service:
1)
Select Users Menu > Services > Class of Service.
The Class of Services page appears.
2)
See the online Help for instructions on managing a Class of Service.
Configuring Class of Service Elements
Class of Service elements include one or more dialing patterns. Patterns are typically
grouped in an element according to type. For example, the CoS element TollFree could
contain patterns (91800*, 91888*) that identify long distance calls that are paid by the
called party. When you create an element, it is available to any Class of Service. A CoS
element can be assigned to multiple Classes of Service.
To manage Class of Service elements:
z
Select Users Menu > Services > CoS Elements.
The Elements page appears listing all the currently configured Class of Service
elements.
z
See the online Help for instructions on adding or deleting a Class of Service.
Configuring Type of Service
When you create a phone extension, you assign the extension to a phone profile (see
Managing Phone Extensions). A phone profile includes a set of common phone
attributes, including a Type of Service (ToS). A Type of Service (ToS) determines what
phone features are available to an extension.
A ToS is comprised of a set of phone features. For example, these features can include
options that allow configuration of call forwarding or personal speed dialing. A ToS
allows you to bundle common phone features into one Type of Service and assign that
ToS to a phone profile. This allows you to assign default phone features for a range of
extensions.
Some features, such as Do Not Disturb, are available in every ToS and cannot be
removed. Other features, such as Silent Monitor and Barge In, can be included or
excluded from ToS.
For example, Figure 17 shows the configuration page for the No SM-BI ToS, which is
included with VCX software. Notice that the Silent Monitor and Barge In feature is not
listed in the Provisioned Feature column.
An excluded feature cannot be mapped to a telephone button or invoked through the
Telephone User Interface on a phone.
Figure 17 Type of Service Page
After adding a ToS, the new ToS name is added to the Type of Service drop-down menu
option on the Phone Profile page (see Managing Phone Extensions).
The features in a ToS can be mapped to telephone button. As shown in Figure 17, a
ToS includes a default button mapping template for each 3Com Business telephone
(Models 3102), 350x Series IP Phones and for the Manager’s telephone (Model 3103).
You have the following options for button mapping templates:
z
You can accept how features are mapped in the VCX-supplied default templates.
z
You can modify how features are mapped in the default templates.
z
You can create your own button mapping templates.
Within each template, you can lock a feature to a button. Locking prevents the user
assigned to an extension from remapping the button to a different feature. See Using
Button Mapping Templates for more information.
After selecting the button mapping template to use for each phone model, you assign
the templates to a ToS, create a phone profile that includes the ToS, and assign phone
extensions to use the profile.
You can use the VCX Administrator provisioning interface to:
z
Add a ToS.
z
Modify a ToS.
z
Delete a ToS.
To manage a Type of Service:
1)
Select Users Menu > Services > Type of Service.
The Type of Service page appears.
2)
See the online Help for instructions on managing a ToS.
Once a ToS is assigned to a phone profile, it is important to understand the
consequences for phone extensions that use that profile (and ToS). Initially, all phones
assigned to a phone profile use the button mapping specified in the button mapping
template appropriate for the phone model. However, for each phone model, the number
of features you can map exceeds the number of buttons on the phone. Note the
following considerations:
z
You can remap the feature assigned to a button for a particular extension. For
example, the button mapping template in effect may include the Silent Monitor and
Barge In feature but not map it to a button. If you want the extension assigned to a
supervisor to use the Silent Monitor feature, you can modify the button mapping for
that extension through the VCX Administrator provisioning interface (see Configuring
Features Mapped to Telephone Buttons).
z
Unless you lock a feature to a button, a user can remap the feature assigned to a
button. Unlocked features can be configured by the user through the VCX User
interface or the Telephone User Interface (TUI).
Once a ToS is assigned to a phone profile, it is also important to understand the
consequences of modifying the ToS or assigning a new ToS to a profile.
Modifying a ToS has the following consequences:
z
If you modify a ToS by adding a new feature, that feature becomes available to all
extensions that use the ToS. The new feature has no effect on current button
mapping assignments.
z
If you modify a ToS by removing a feature, the operation fails if either of the
following conditions are true:
z
Any of the currently assigned button mapping templates map the feature to a
button.
z
A user has configured the feature and mapped it to a button.
Assigning a new ToS to a phone profile has the following consequences:
z
If the new ToS includes a new feature, that feature becomes available to all
extensions that use the ToS. The new feature has no effect on current button
mapping assignments.
z
If the new ToS includes a feature that was configured in the old ToS, configuration
information is retained. For example, users will not lose configured personal speed
dial numbers as long as the new ToS includes the speed dial feature.
z
Features that were in the old ToS but are not in the new ToS are removed.
If a feature, such as Call Forward Busy, was mapped to a button by a user in the old
ToS and that feature is not in the new ToS, the button is remapped to the Feature
option. This allows the user to press the button and enter the appropriate feature
code to use the function.
Table 9 lists the calling features you can make available for phones assigned to a
ToS.
Table 9 Calling Features for Phones
Calling Feature
Call Forward Universal
Description
Use this feature to redirect all incoming calls. Use this
feature when the user is away from the phone for an
extended period of time.
(assigned by default)
Speed Dial
See Call Forward.
When making a call, use a speed dial to provide
short-cut dial strings for frequently used phone
numbers.
(assigned by default)
These speed dials are phone specific, not system-wide.
Call Forward Busy
See Configuring Personal Speed Dial Numbers.
Use this feature to redirect incoming calls when this
phone is busy. If the user has multiple lines on this
phone, the busy is defined as all lines exhausted with
existing calls.
Call Forward Ring No
Answer
See Call Forward.
Use this feature to redirect incoming calls when this
phone rings for a specific time period (in seconds).
See Call Forward.
This feature blocks caller identity information (user
name and phone extension) from appearing on called
party’s LCD Display Panel.
Caller Identity
This feature can be enabled for all calls or for the next
call only.
The block caller ID for the next call feature overrides
the current setting for block caller ID for all calls.
See Caller Identity.
Calling Feature
Directed Call Pickup
Description
By enabling this feature and creating a security code, a
user can answer their own telephone from another
desk. To answer the call a person uses an access code
from any telephone within the network domain, enters
their security code (user defines), and then enters the
extension number of the ringing phone. This transfers
the call to the telephone they are on.
The default security code is *52.
See Directed Call Pickup.
By enabling this feature, you give a user the ability to
forward someone else’s calls to any other extension,
including their own within the network.
Remote Forward Universal
When enabled, the remote (destination) phone’s LED (if
available) flashes for all forwarded calls, and the LCD
displays a call forward message.
This enables or disables the Call Forward Universal
feature on the source phone.
See Remote Forward Universal.
The Silent Monitor and Barge In features are typically
used in call centers to allow supervisors to listen to
(monitor) and optionally join (barge in) a conversation
between an agent and a customer to ensure proper
customer support. Unless the supervisor barges in,
neither the agent nor the customer are aware that the
supervisor is monitoring the call.
Silent Monitor and Barge In
z
z
Camp On
Silent Monitor – Silent Monitor allows a supervisor to
listen to calls that come into an agent’s extension.
You, the administrator, configure a user (such as a
supervisor) to have explicit permission to monitor
one or more extensions.
Barge In – Barge In allows a supervisor to speak to
the agent and customer during a monitored call.
See Silent Monitor and Barge In.
Camp On allows users who place a call to a busy or an
unanswered internal telephone to be called back when
the called telephone becomes available. When a user
activates Camp On, the system monitors the called
telephone. When the called telephone becomes
available, the system automatically rings the calling
party and redials the call.
See Configuring Camp On Parameters.
Configuring Emergency Services
An Emergency Response Location (ERL) is a location to which an emergency team
may be dispatched.
Depending on its size, a VCX system may be organized into multiple ERLs. For
example, in a multi-building campus, you could define an ERL for each floor in each
building. In this case, all the phones (uniquely identified by an assigned IP address) on
a floor would be members of a unique ERL.
When a phone assigned to an ERL dials the configured emergency number, a callback
number is presented as the caller ID to the Emergency Services Operator. The
presented number is either the ERL’s default emergency callback phone number or an
Emergency Location Identification Number (ELIN).
A set of ELINs can be assigned to each ERL. This pool of ELINs allows multiple phones
within an ERL to dial the emergency number and be assigned a unique callback number
(an ELIN). When a caller dials the emergency number, an ELIN is associated with the IP
address of the phone. The Emergency Services Operator can use the ELIN to call back
the emergency caller.
Normally, an ELIN remains in use (cannot be assigned to a new caller) unless the
Emergency Services Operator hangs up before the emergency caller hangs up.
However, if the ELIN is not released in this manner, the usage release timer specifies
how long the ELIN remains unavailable for reassignment. A second timer, the
association release timer, specifies how long an ELIN is associated with the IP address
of the calling phone. This allows an ELIN to be associated with a phone after the usage
timer expires. However, if a new emergency call comes in, the ELIN cannot be assigned
to the new caller and the old ELIN-phone association is remain.
If all the ELINs associated with an ERL are in use, the default ERL emergency callback
number is used instead.
Additionally, you can specify a set of emergency gateways, which are used to directly
reach the emergency service if the call processor is unavailable.
To ensure that emergency calls always go through, a set of system-wide defaults are
defined — the callback phone number and an emergency gateway, identified by its IP
address. These system defaults are used, for example, if a phone is not associated with
any ELIN or if the call processor is down.
The emergency dialable digits are controlled by the ERL screens. If the emergency
digits are identified by an ERL then those emergency dialable digits will not be applied a
Class of Service treatment. Just because a Class of Service Element is named
Emergency and is blacklisted does not mean that Emergency calls will not go through.
Note that a VCX phone can dial an emergency phone number even if the phone is not
logged in to the VCX system. However, the phone must be properly configured with the
IP address of the VCX call processor, have a network connection to an operational VCX
system, and the region must support emergency dialing. If the VCX system is not
operational, an emergency call can be routed (optionally) directly through a PSTN
media gateway. Also note that an emergency call cannot be put on hold.
You must ensure that a dial plan and dial pattern exist for your emergency number,
and that the dial plan is included in the phone profile assigned to your users’
extensions. VCX software provides, by default, a dial plan named Emergency that
includes the emergency numbers 911 and 9911. See Configuring Dial Plans for
information on patterns, dial plans, and dial rules.
Emergency Calling Considerations for Roaming Users
As described in User Roaming Services, VCX software version 9.5 allows a user to log
in to any phone in the system, regardless of the call processor to which the phone is
connected. The user simply configures the phone with his or her extension and logs in
with the appropriate password. This allows, for example, a user whose phone extension
is configured at a branch office, to assign that extension to a phone at regional office.
Consequently, the user’s branch extension and phone features are enabled on the
phone at the regional office.
A VCX Connect system provides telephony services for users in a single site.
Roaming services, therefore, are not required in a VCX Connect system.
The processor on which the phone extension is configured is referred to as the home
call processor. The processor to which the phone is connected is referred to as the
foreign call processor.
Although the phone has been assigned an extension configured on the remote home
processor (a branch office, for example), the phone retains the IP address that was
assigned when the phone booted at the foreign call processor (a regional office, for
example). An ELIN (see the previous section) is associated with a range of phone IP
addresses.
Note the following implications for emergency calls made by a roaming user:
z
If a roaming user makes an emergency call using a dialing pattern that matches an
emergency number configured for the foreign site, the foreign call processor
intercepts the call and routes it locally.
z
If a roaming user makes an emergency call using the dialing pattern for his or her
home site, and that pattern does not match the pattern configured on the foreign call
processor, the emergency call is routed using the home site configuration. As a result,
the user may be sent to an emergency response center that cannot support the
location that originated the call.
z
For enhanced emergency services to work for all roaming situations, the home site
(for example, a branch office) and its backup site (for example, the regional office to
which the branch is connected) must have IP address range-based ERLs defined for
the phones at each site. In this case, VCX software will use the a phone’s assigned IP
address to determine if an ERL from the home location or the ERL from the backup
location should be used. This covers both of the following cases:
z
A branch phone makes an emergency call when the phone has roamed to its
regional call processor. This enables the emergency call to go to regional
emergency center.
z
A branch phone makes an emergency call when the phone has failed over to its
regional (backup) call processor. This enables the emergency call to go to branch
emergency center.
Managing ERLs
The Emergency Services page enables you to add, modify, or delete Emergency
Response Locations (ERLs).
Once you have added an ERL, you can set up other emergency parameters (such as
the Emergency Location Identification Number) to complete the ERL configuration.
To add or modify an ERL:
1)
Select Users Menu > Configurations > Emergency Services.
The Emergency Defaults and Emergency Services page appears.
Figure 18 Emergency Defaults and Emergency Services Page
2)
Select one of the following options:
z
To add an ERL, click Add ERL.
z
To modify an existing ERL, click name of the ERL in the ERL column.
The Add Emergency Location page or Edit Emergency Location page appears.
3)
In the Location field, enter the ERL location based on geographic or physical
location. For example, Bldg1-Flr1. There is a 10 character limit.
4)
In the Emergency Callback Phone field, enter the phone number of the contact
person responsible for emergency situations within an organization (for example, a security
guard).
5)
Click Save.
The ERL is added to the Emergency Services heading.
Figure 19 Emergency Defaults and Emergency Response Locations Window
Deleting ERLs
To delete an ERL:
1)
Select Users Menu > Configurations > Emergency.
The Emergency Defaults and Emergency Services page appears.
2)
Enter a check mark in the check box preceding the ERL you want to delete.
3)
Click Delete Selected.
A pop-up window appears prompting you to confirm the ERL delete action.
4)
Click OK.
The Emergency Defaults and Emergency Services page refreshes.
Managing IP Address Ranges for an ERL
The Emergency Services page enables you to add, modify, or delete the IP address
range associated with an Emergency Response Location (ERL).
The range specifies the telephones that can be included within this ERL (for example,
all telephones on the 1st floor of a building). Each phone in an ERL is assigned an IP
address from a range of IP addressed specified by a network address and subnet
mask.
If Emergency service settings or emergency lines are changed, (for example, the
gateway IP address or emergency digits) they will not take effect until the telephones
are power cycled. A simple logout/login of the telephone is not adequate.
To add or modify the IP address range for an ERL:
1)
Select Users Menu > Configurations > Emergency Services.
The Emergency Defaults and Emergency Services page appears.
2)
Click IP Ranges for the appropriate ERL.
The IP Ranges page appears.
3)
Select one of the following options:
z
To add an IP address range, click Add IP Range.
z
To modify an existing range, click the IP address in the Network IP column.
The Add IP Range page or Edit IP Range page appears.
4)
In the IP Address field, enter the IP network address that identifies the range
addresses you want to include in this ERL.
5)
In the Subnet Mask field, enter the subnet mask for this IP address range.
6)
Click Save.
The IP Ranges page refreshes showing the new IP address range.
Deleting IP Addresses from an ERL
To delete an IP address range from an ERL.
1)
Select Users Menu > Configurations > Emergency.
The Emergency Defaults and Emergency Services page appears.
2)
In the Location Settings column, click IP Ranges for the ERL you want to edit.
The IP Ranges page appears.
3)
Enter a check mark in the check box preceding the IP address you want to
4)
Click Delete Selected.
delete.
A pop-up window appears prompting you to confirm the IP address delete action.
5)
Click OK.
The IP Ranges page refreshes verifying the IP address(es) were deleted.
Managing Emergency Numbers for an ERL
The Emergency Services page enables you to add, modify, or delete the emergency
numbers associated with an Emergency Response Location (ERL).
Dialing an emergency number signals the gateway that the call is an emergency and
should be handled differently in case of a disconnect.
If Emergency service settings or emergency lines are changed, (for example, the
gateway IP address or emergency digits) they will not take effect until the telephones
are power cycled. A simple logout/login of the telephone is not adequate.
To add or modify an emergency number for an ERL:
1)
Select Users Menu > Configurations > Emergency Services.
The Emergency Defaults and Emergency Services page appears.
2)
Click Emergency Numbers.
The Emergency Numbers page appears.
3)
Select one of the following options:
z
To add an emergency number, click Add Emergency Number.
z
To modify an existing emergency number, click the number in the Emergency
Number column.
The Add Emergency Number page or Edit Emergency Number page appears.
4)
In the Emergency Number field, enter an emergency number that will signal the
gateway to treat it as an emergency number when dialed (for example, 911.
You cannot configure an emergency number that conflicts with any of the following
existing extensions:
z
User extensions in either local or global directory
z
Voicemail or Music on Hold numbers
z
Extensions associated with a hunt group
z
Extensions within a call park range
z
Extensions configured for emergency services
z
Extensions configured for call coverage
z
Extensions configured for call forwarding
5)
Click Save.
6)
The Emergency Numbers page refreshes showing the new emergency number.
Deleting Emergency Numbers from an ERL
To delete an Emergency Number from an ERL.
1)
Select Users Menu > Configurations > Emergency.
The Emergency Defaults and Emergency Services page appears.
2)
From the Location Settings column, click Emergency Numbers for the ERL you
want to configure.
The Emergency Numbers page appears.
3)
Enter a check mark in the check box preceding the emergency number you want
4)
Click Delete Selected.
to delete.
A pop-up window appears prompting you to confirm the emergency number delete
action.
5)
Click OK.
The Emergency Numbers page refreshes verifying that the emergency number was
deleted.
Managing Emergency Gateways for an ERL
The Emergency Gateway IP Addresses page enables you to add, modify, or delete the
IP address of the gateway used to reach an emergency service provider if the call
processor is unavailable.
You can add multiple gateways to create a redundant configuration.
If Emergency service settings or emergency lines are changed, (for example, the
gateway IP address or emergency digits) they will not take effect until the telephones
are power cycled. A simple logout/login of the telephone is not adequate.
To add or edit an Emergency Gateway IP Address for an ERL.
1)
Select Users Menu > Configurations > Emergency Services.
The Emergency Defaults and Emergency Services page appears.
2)
From the Location Settings column, click Emergency Gateway IP for the ERL
you want to configure.
The Emergency Gateway IP Addresses page appears.
3)
Select one of the following options:
z
To add an emergency gateway IP address, click Add Gateway IP.
z
To modify an existing emergency gateway IP address, click the address in the IP
Address column.
The Add Gateway IP page or Edit Gateway IP page appears.
4)
In the Gateway IP Address field, enter the IP address of the gateway to which
you want emergency calls routed for the telephones within the ERL.
5)
Click Save.
The Emergency Gateway IP Addresses page refreshes showing the emergency
gateway.
Deleting Emergency Gateway IP Addresses from an ERL
To delete an Emergency Gateway IP Address from an ERL.
1)
Select Users Menu > Configurations > Emergency.
The Emergency Defaults and Emergency Services page appears.
2)
From the Location Settings column, click Emergency Gateway IP for the ERL
you want to configure.
The Emergency Gateway IP Addresses page appears.
3)
Enter a check mark in the check box preceding the emergency gateway IP
address you want to delete.
4)
Click Delete Selected.
A pop-up window appears prompting you to confirm the emergency gateway IP address
delete action.
5)
Click OK.
The Emergency Gateway IP Addresses page refreshes verifying the emergency
gateway IP was deleted.
Managing Emergency Lines for an ERL
The Emergency Line ID Numbers page enables you to add, modify, or delete
Emergency Location Identification Numbers (ELINs). You can configure multiple ELINs
for each ERL.
When a phone assigned to an ERL dials the configured emergency number, a callback
number is presented as the caller ID to the Emergency Services Operator. The
presented number is either the ERL’s default emergency callback phone number or an
Emergency Location Identification Number (ELIN).
If Emergency service settings or emergency lines are changed, (for example, the
gateway IP address or emergency digits) they will not take effect until the telephones
are power cycled. A simple logout/login of the telephone is not adequate enough.
Ensure that the emergency line you want to modify is not in use, The Usage State field
on the Emergency Line ID Numbers page must be Not in use.
To add or edit an ELIN for an ERL.
1)
Select Users Menu > Configurations > Emergency Services.
The Emergency Defaults and Emergency Services page appears.
2)
From the Location Settings column, click Emergency Lines for the ERL you want
to configure.
The Emergency Line ID Numbers page appears.
3)
Select one of the following options:
z
To add an ELIN, click Add ELIN.
z
To modify an existing ELIN, click the number in the ELIN column.
The Add Emergency Line ID Number page or Edit Emergency Line ID Number page
appears.
4)
Click Add ELIN.
5)
The Add Emergency Line ID Number page appears.
6)
In the ELIN field, enter the Emergency Location Identification Number. An ELIN
is a fully qualified 13 number.
You cannot configure an ELIN that conflicts with any of the following existing
extensions:
z
User extensions in either local or global directory
z
Voicemail or Music on Hold numbers
z
Extensions associated with a hunt group
z
Extensions within a call park range
z
Extensions configured for emergency services
z
Extensions configured for call coverage
z
Extensions configured for call forwarding
7)
In the Association Release Timer field, enter the amount of time you want to
leave the ELIN associated with the emergency caller. The number is specified in hours and the
range is 1 through 24. This association is used to callback the emergency caller. After the
configured time expires, the association between the emergency caller and ELIN is dropped. In
case an ELIN is not in use, it can be assigned to a new emergency caller and the association with
an older emergency caller is overwritten with the association of the new emergency caller.
8)
In the Usage Release Timer field, enter in the maximum amount of time you want
to allow the ELIN to remain in use. The number is specified in hours and the range is 1 through 24.
Normally, an ELIN is freed when the emergency service provider goes on-hook before the
emergency caller goes on-hook, otherwise, the ELIN is kept in use for the duration of this timer.
9)
Click Save.
The Emergency Line ID Numbers page refreshes, showing the ELIN.
Deleting Emergency Lines from an ERL
To delete an Emergency Line from an ERL.
1)
Select Users Menu > Configurations > Emergency.
The Emergency Defaults and Emergency Services page appears.
2)
From the Location Settings column, click Emergency Lines for the ERL you want
to configure.
The Emergency Line ID Numbers page appears.
3)
Enter a check mark in the check box preceding the ELIN you want to delete.
4)
Click Delete Selected.
A pop-up window appears prompting you to confirm the ELIN delete action.
5)
Click OK.
The Emergency Line ID Numbers page refreshes verifying the ELIN was deleted.
Adding or Editing the Emergency Defaults
The emergency defaults are used when there is no information in the emergency
response database for a emergency caller (phone IP address). Typically, phone IP
addresses are stored within ranges for a defined ERL.
If Emergency service settings or emergency lines are changed, (for example, the
gateway IP address or emergency numbers) they will not take effect until the
telephones are power cycled. A simple logout/login of the telephone is not sufficient.
To add or edit the emergency defaults:
1)
Select Users Menu > Services > Emergency.
The Emergency Defaults and Emergency Services page appears.
2)
In the Gateway IP Address field, enter the IP address of a system-wide
emergency gateway.
3)
In the Callback Phone field, enter the phone number of the contact person
responsible for emergency situations within the organization (for example, a security guard).
4)
Click Save.
The Emergency Default is applied to the entire organization.
Managing VCX Phone Profiles and Extensions
This chapter describes how to manage telephone profiles and extensions. It also
describes how to assign an extension to a user and how to configure an attendant
console.
This chapter includes the following topics:
Accessing Phone Configuration Options
Managing Phone Profiles
Managing Phone Extensions
Assigning a Phone Extension to a User
Deleting a Phone Extension
Viewing Phone Registration Information
Viewing Call History
Configuring Media Access Control
Configuring an Attendant Console
Be sure to set your web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Accessing Phone Configuration Options
You can use the VCX Administrator provisioning application to manage telephone
profiles and extensions, configure an attendant console, and phone management
options. Pages for these tasks are available through phone configuration options
available on the Users Menu.
To access phone configuration pages:
1)
Access the office location you want to manage (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Phones.
The Phones page appears. See Figure 20.
Figure 20 Users Menu > Phones > Phones Page
This page lists all the phone extensions configured on the selected VCX server.
You can use this page to perform the following tasks:
Add one or more phone extensions. Click Add Phone and see Adding Phone
z
Extensions.
Modify phone extension settings. Click a phone extension in the Phone Address
z
column and see Modifying a Phone Extension.
View and modify the phone profile settings. Click a profile name in the Phone
z
Profile column and see Editing a Phone Profile.
View and modify user information. Click a name in the User Name column and see
z
Managing User Profiles.
Modify the MAC address or lock status associated with the phone extension (if
z
assigned). Click an address in the MAC column and see Configuring Media Access
Control
z
View phone registration information, such as the IP address assigned to the phone.
Click Registrations in the Actions column and see Viewing Phone Registration
Information.
View the call history for a phone. Click Call History and see Viewing Call History.
z
z
View the hunt group (or groups) to which an extension is assigned. Click Hunt
Groups and see Configuring Hunt Groups and Attendants.
Display a list of users available for assignment to an unassigned extension. Click
z
Users and see Assigning a Phone Extension to a User. Note that the Users option
only appears in the Actions column for unassigned extensions (see Figure 20).
z
Override phone settings (such as date and time format, and ring tones) configured
by a user through the VCX User web interface. Click Settings and see Modifying a
User’s Phone Settings.
z
Delete one or more phone extensions. See Deleting a Phone Extension.
The other options in the Actions column (Features, Call Coverage, Button Mappings,
Call Restrictions, Selective Ringing, Bridge Permissions, and Bridged Phones) are
described in Configuring Telephone Features for a User.
For information on user interface components, see Using the Graphical User Interface.
Managing Phone Profiles
Each phone extension has an associated phone profile. A phone profile includes a set
of attributes (for example, a dial plan and Class of Service) that are common to all
phones that use the profile.
This section describes how to create, modify, clone, and delete a phone profile. It also
describes how to list the phones associated with a profile.
If you have a VCX Connect system, the installer has the option of importing telephony
data, including one or more phone profiles. See the following section, VCX Sample
Phone Profiles.
VCX Sample Phone Profiles
VCX system can be pre-configured with telephony data.
Whether or not a VCX system is preconfigured depends on how the VCX software is
installed.
z
If the VCX installation is performed through the command line, telephony data
cannot be preconfigured. The VCX system must be completely configured through
the VCX Administrator provisioning application.
z
If the VCX installation is performed through the First Time Configuration web
interface, the installer has two options:
z
Use a customized import file to preconfigure the system. In this case, the level of
configuration depends on the content of the import file.
z
Use the sample telephony data supplied by 3Com Corporation to preconfigure
the system. This sample data includes the six phone profiles described in Table
10.
Table 10 VCX System Sample Phone Profiles
Phone Profile Name
Standard
No-Voicemail
No-Longdistance
No-Longdistance-No-Voicemail
Fax-Modem
Executive
Description
Includes voicemail; allows long-distance calling;
prohibits Call Forward Universal.
Same as Standard but without voicemail. Useful
for conference room phones or users who do
not require voicemail.
Same as Standard, but without long-distance
calling. Useful for employees restricted to local
calling only.
Excludes both long-distance calling and
voicemail. Useful for common area or in-house
phones.
Optimized for fax or modem use. No voicemail.
Same as Standard, but with Call Forward
Universal permitted.
All the phone profiles in Table 10 use the 4-NANP dial plan (see Configuring Dial Plans).
Creating a Phone Profile
You can create multiple phone profiles customized for different groups of phone users.
For example, you can create a different phone profile for sales, accounting, and
customer service.
A phone profile specifies a primary and secondary call processor, and an associated
range of telephone extensions.
In a multi-site VCX environment that includes branch offices, you can create a phone
profile for each branch. The branch phone profile specifies the branch’s primary,
secondary call processor, and an associated range of telephone extensions.
A VCX system provides telephony services for users in a single site. You can,
however, use the Global Directory to link multiple VCX Connect sites.
One profile, with general settings, is typically designated as the default phone profile. All
phone extensions must be associated with a phone profile.
VCX software can synchronize some phone profile data configured on a VCX IP
Telephony server (for example, voicemail extension and user account information) by
exporting the data to an IP Messaging server. See About IP Telephony and IP
Messaging Data Synchronization for more information.
To create a phone profile:
1)
Select Users Menu > Phones > Phone Profiles.
The Phone Profiles page appears listing all current profiles.
2)
Click Add Phone Profile.
The Add Phone Profile page appears.
3)
See the online Help for instructions on adding phone profiles.
After creating a profile, you can add phones to your VCX system and assign them to the
phone profile (see Managing Phone Extensions).
Note that you can override some phone profile field values for an individual extension
on the User Phone Settings page. For example, you may want to configure a ring tone
for a particular extension. See Modifying a User’s Phone Settings for more information.
Editing a Phone Profile
You can modify the settings in an active phone profile. This allows you to correct profile
errors or update settings for a group of phones in one step.
When you change a phone profile, all profile settings (not just the changed settings) are
reset on all phones associated with that profile. If a user has changed one or more
personal settings (for example, ring tones), the reapplied profile overrides any personal
settings. If this is a concern, you should warn users that their personal phone settings
may be affected by the profile change. Modifying a phone profile also overrides settings
configured for individual extensions on the User Phone Settings page. See Modifying a
User’s Phone Settings for more information.
To edit a phone profile:
1)
Select Users Menu > Phones > Phone Profiles.
The Phone Profiles page appears listing all current profiles.
2)
Click the name of the phone profile you want to modify.
The Edit Phone Profile page appears.
3)
See the online Help for instructions on modifying a phone profile.
Viewing Phone Profile Member Phones
You can view all the phones assigned to a phone profile.
To view phone profile member phones:
1)
Select Users Menu > Phones > Phone Profiles.
The Phone Profiles page appears listing all current profiles.
2)
Click Members in the Actions column for a phone profile.
The Phone Profile Members page appears. See Figure 21.
Figure 21 Phone Profile Members Page
You can use the column headings to sort the listed profile members. For example, you
can sort the member phones according to the last name of the user assigned to a
phone by clicking the Last Name column heading.
You can also search for a particular phone profile member by selecting a search option
in the Filter drop down list (Phone Address, First Name, Last Name, or Status). Then
enter the appropriate search criteria in the Filter text box and click Go.
Deleting a Phone Profile
You can delete any phone profile that is no longer in use (has no members).
To determine if a phone profile has members, see Viewing Phone Profile Member
z
Phones.
To remove member phones from a phone profile so you can delete the profile,
z
assign the phones to a new profile.
You cannot delete the default phone profile. You can, however, remove the default
phone profile designation and then delete the profile.
To delete one or more phone profiles:
1)
Select Users Menu > Phones > Phone Profiles.
The Phone Profiles page appears listing all current profiles.
2)
See the online Help for instructions on deleting phone profiles.
Cloning a Phone Profile
You can clone an existing phone profile to save time when creating new profiles. The
cloning option generates an Add Profile page that duplicates the settings in an existing
profile but allows you to modify any field value before saving. This feature is particularly
useful when you want to create a new phone profile that uses most of the settings
already configured in an existing profile.
To clone a phone profile:
1)
Select Users Menu > Phones > Phone Profiles.
The Phone Profiles page appears listing all current profiles.
2)
Click Clone in the Actions column for the phone profile you want to duplicate.
3)
See the online Help for instructions on cloning phone profiles.
Managing Phone Extensions
You can create a single phone extension or you can create a range of extensions. You
can also modify phone extensions settings (for example, the profile assigned to a phone)
and delete phone extensions. Phone extension management tasks are executed on the
Phones page. This page is described in Accessing Phone Configuration Options.
VCX software requires a license key to prevent unauthorized use of the product. Keys
are embedded in license key files. A license key specifies:
z
The type and number of telephones a VCX system will support.
z
The number of voice mailboxes the system supports.
Each server in a VCX system that processes calls or voicemail messages requires
installation of a unique license key file. If you create more extensions than a license
allows and assign the extensions to phones, those phones will be allowed to make
emergency calls only. See the VCX Maintenance Guide for licensing information.
Adding Phone Extensions
This section describes how to add one or more phone extensions to your VCX system.
While you can run the VCX Administrator provisioning application on a branch site to
add new telephone extensions, 3Com Corporation strongly recommends that you add
all extensions on the regional site. This practice prevents duplication of extension
numbers and avoids possible database replication issues if provisioning is allowed on
both sites.
To add a one or more phone extensions:
1)
Select Users Menu > Phones > Phones.
The Phones page appears.
2)
Click Add Phone.
The Add Phone page appears.
3)
See the online Help for instructions on adding one or more phone extensions.
If you plan to link multi-site VCX systems or multiple VCX Connect systems through
the Global Directory, you must ensure that telephone extensions are unique among
the linked systems. One way to do this is by including a site identifier as a prefix to the
extensions on each site. For example, you could configure 64100 on one site and
65100 on a second site. The prefix 64 identifies the first site; the prefix 65 identifies the
second site. To enable 3-digit dialing within a site, you can set up number translation.
See Configuring Number Translation.
After creating a phone extension, you can assign it to a user. See Assigning a Phone
Extension to a User.
Each phone extension is assigned the default password: 12345. The user assigned to
an extension uses this password to initially log in to the phone but is immediately
prompted to change the password.
Modifying a Phone Extension
This section describes how to modify the settings assigned to a phone extension.
To modify phone extension settings:
1)
Select Users Menu > Phones > Phones.
The Phones page appears.
2)
Click the phone extension you want to modify in the Phone Address column.
3)
See the online Help for instructions on modifying a phone extension.
Deleting a Phone Extension
This section describes how to delete one or more phone extensions. You may want to
delete the extension assigned to a user if the user leaves the company or moves to a
different site.
If you delete a phone extension that is assigned to an attendant console, the attendant
console configuration is also deleted. To prevent losing an attendant console
configuration, first edit the associated phone address for the attendant console so it
does not use the same phone address as the phone you want to delete.
To delete one or more phone extensions:
1)
Select Users Menu > Phones > Phones.
The Phones page appears.
2)
See the online Help for instructions on deleting one or more phone extensions.
Managing Phone Extension Assignments
This section describes the following phone extension management tasks:
z
How to assign one or more phone extensions to a user.
z
How to view the extensions assigned to a user.
z
How to remove an extension assigned to a user.
z
How the user roaming service works.
Assigning a Phone Extension to a User
This section describes how to assign one or more phone extensions to a user. It also
describes how you can view the extensions currently assigned to a user.
To assign a phone extension to a user:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Locate the user to whom you want to assign a phone extension.
3)
In the Phones column, click the Phones link for the user.
The User - Assigned Phones page appears.
4)
See the online Help for instructions on assigning a phone extension to a user.
You can also assign a phone extension from the Phones page. All unassigned
extensions include a Users option in the Actions column. Click Users to display a list of
users available for assignment to an unassigned extension.
After assigning the extension, the User - Assigned Phones page appears showing the
phone extension (or extensions) assigned to the user. See Figure 22.
Figure 22 User - Assigned Phones Page (Extension Assigned)
You can use this page to perform the following tasks:
z
Modify phone extension settings. For example, in Figure 22 both assigned
extensions use the default phone profile. You can use the Edit Phone page to
reassign an extension to a different profile. See Modifying a Phone Extension.
z
Remove an extension assigned to a user. See Unassigning a Phone Extension.
z
Delete a phone extension. The Delete option on the User - Assigned Phones page
first unassigns the phone, then removes the phone from the system. See also
Deleting a Phone Extension.
z
Modify the MAC address or lock status associated with the phone extension. Click
the link in the MAC column. See Configuring Media Access Control.
z
Prevent anonymous calls from reaching users. Click Call Restrictions in the Actions
column and see Blocking Anonymous Callers.
z
View phone registration information, such as the IP address assigned to the phone.
Click Registrations in the Actions column and see Viewing Phone Registration
Information.
z
Prevent specific incoming and outgoing calls for a phone. Click Call Restrictions in
the Actions column and see Configuring Phone Call Restrictions.
z
View the call history for a phone. Click Call History and see Viewing Call History.
z
Change the default ring tone for the phone, for a ACD group, or for a bridged line.
Click Selective Ringing and see Configuring Selective Ringing.
z
View the hunt group (or groups) to which an extension is assigned. Click Hunt
Groups and see Configuring Hunt Groups and Attendants.
z
View the ACD group (or groups) to which an extension is assigned. Click ACD
Groups and see Configuring an ACD Group or Attendant.
z
Override phone settings (such as date and time format, and ring tones) configured
by a user through the VCX User web interface. Click Settings and see Modifying a
User’s Phone Settings.
The other options in the Actions column (Features, Call Coverage, Button Mappings,
Bridge Permissions, and Bridged Phones) are described in Configuring Telephone
Features for a User.
Unassigning a Phone Extension
This section describes how to remove one or more phone extensions assigned to a
user.
Note that, if an assigned user extension belongs to a group (for example, a hunt group)
or has an association with another phone (for example, is bridged to another extension),
you must delete the membership or remove the association before you can unassign
the extension. VCX software generates a warning message if it cannot unassign an
extension.
To unassign a phone extension:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Locate the user to whom you want to assign a phone extension.
3)
In the Phones column, click the Phones link for the user.
The User - Assigned Phones page appears.
4)
See the online Help for instructions on unassigning a phone extension.
User Roaming Services
Starting with VCX software version 7.1, a user can log in to any phone in the system
regardless of the call processor to which the phone is connected. In previous versions
of VCX software, a user could only log in to a phone connected to call processor on
which the phone extension was configured.
The processor on which the phone extension is configured is referred to as the home
call processor. All other processors in the VCX system are referred to as foreign call
processors.
To log in to a phone connected to a foreign call processor, a user enters his or her
phone extension and password through the Telephone User Interface (TUI). The
preconfigured (foreign) primary and secondary call processor IP addresses on the
phone are not changed. The foreign call processor routes user requests back to the
home call processor. Note that each roaming user is allowed more than one registered
device at each remote location.
If the foreign call processor cannot contact the home call processor, the user is denied
access to the system because password verification is not possible.
If the user's home call processor becomes unavailable after the user has logged in, the
foreign call processor deactivates the phone and only allows outgoing emergency calls.
With the following possible exceptions, all phone features work for a roaming user as
they would if that user was connected to the home call processor:
z
Emergency Calls — There are several important implications for emergency calls
made by a roaming user. See Emergency Calling Considerations for Roaming Users.
z
Group Paging — Group paging may or may not work depending on the router
configuration in the path between the foreign call processor and the home call
processor. Routers must be configured for multicast pass through to enable group
paging.
z
Number Translation — If you have set up number translation and source-based
routing for calls originating from a user’s home call processor (configured as an
indirect requestor), the settings will not work when the user roams. To enable number
translation to work on a foreign call processor for a roaming user, you must configure
the same number translation, enable source-based routing, and specify the IP
address of the foreign call processor as the indirect requestor. See Configuring
Number Translation Patterns.
Modifying a User’s Phone Settings
The phone settings for an extension are initially set by the phone profile used by the
extension (see Creating a Phone Profile).
You can modify the following phone profile options for individual extensions on the User
Phone Settings page:
z
The number of lines available for incoming and outgoing calls (referred to as
System Appearance, or SA, lines). All phones must have at least one SA line. The
application of the Number of Lines field value depends on the phone model:
z
For the Model 3101 Telephone, if Number of Lines value is more than two, then
the number of SA lines is set to two (the maximum supported by this phone
model). Otherwise, the number of SA lines is set to the value in Number of Lines.
z
For the Model 3103 and 350x Series IP Phones, the Number of Lines value
indicates how many of the lines are SA lines.
z
For the Model 3102 Telephone, the Number of Lines value indicates the
maximum number of lines that can be mapped to SA lines on the button mapping
pages.
z
Date and time formats
z
Ring tones for call waiting, inside, private, and outside calls
z
Call fallback
z
Screen Save and Power Save
This page also includes a field (Number of Bridged Lines) that specifies the number of
bridged lines an extension can use. This field is dependent on the Number of Lines field.
See Configuring Bridged Extensions for more information.
Table 11 describes configuration considerations for options on the User Phone Settings
page:
Table 11 User Phone Settings Page Field Considerations
Field
Call Fallback
Number of Lines
Number of Lines
Consideration
Modifications to this field in an extension’s phone profile
overwrite setting configured on the User Phone Settings
page. However, if an extension has call fallback disabled
and has configured call coverage to either No Coverage
or Send To Number, enabling call fallback in the phone
profile has no effect for that extension.
If the value for the Number of Lines is increased in the
extension’s phone profile, the new value overwrites the
value specified on the User Phone Settings page.
If the value for the Number of Lines is decreased in the
extension’s phone profile, the new value overwrites the
value specified on the User Phone Settings page if the
extension can accept the change. The extension cannot
accept the change if the decreased value is less than or
equal to the value specified in the Number of Bridged
Lines field.
Number of Lines
You can increase or decrease the value for the Number
of Lines field on the User Phone Settings page. The new
value applies only to the selected phone extension and
has no effect on the extension’s phone profile. However,
the value for the Number of Lines field must be at least
one line higher than the value specified in the Number of
Bridged Lines field. See Managing the Number of
Available Bridged Lines.
To modify a user’s phone settings:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Locate the user to whose phone settings you want to modify.
3)
In the Phones column, click the Phones link for the user.
The User - Assigned Phones page appears.
4)
In the Actions column, select Settings.
The User Phone Settings page appears.
5)
See the online Help for instructions on modifying a user’s phone settings.
Viewing Phone Registration Information
When a user logs in to a phone (specifies the extension number and enters a password),
the phone registers with the VCX call processor. You can view phone registration
information such as the phone extension, IP address assigned to the phone, and when
the current registration will expire.
The Phone Registrations page contains information available for each phone
registration. For example, if a user has logged into two phones using the same
extension, the Phone Registrations page contains two rows of information (one for each
registration).
Note that, if the user is not logged in, the phone extension is not registered and the
Phones Registrations page displays no information.
The Phone Registrations page displays a link, Logout, that allows you to delete the
registration by logging out the phone extension. If you click the Logout link, the phone
becomes unregistered and all the fields on the Phone Registrations page are cleared
(you may need to refresh the page).
The Phone Registrations page also includes a Logout All button if the phone extension
has at least one registration. Click Logout All to delete all phone registrations and
disable all login sessions.
To view an extension’s registration information:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Click Phones in the Phones column for the end user whose phone registrations
you want to view.
The User - Assigned Phones page appears.
3)
In the Actions column, click Registrations.
The Phones Registrations page appears. See Figure 23.
Figure 23 Phone Registrations Page
Table 12 lists each column name and describes the type of information displayed in that
column.
Table 12 Phone Registrations Page (continued)
Column
Description
Priority
User Name
Specifies the registration priority for the phone registration.
Specifies the expiration time for the phone registration. The
expiration timer is determined by the Registration Interval value
entered on the Phone Profile page (see Creating a Phone
Profile).
Indicates whether the phone registration is a Provisioning (static)
or Dynamic contact.
Specifies the phone extension.
Host
Specifies the IP address assigned to the phone.
Port
Specifies the port number on the call processing server.
Indicates the type of phone registration (for VCX phones, the
value is SIP).
Indicates whether the extension is locked to a phone’s hardware
(MAC) address (see Configuring Media Access Control). When
locked, the phone cannot be programmed with a different
extension. Also, you cannot use the logout options on this page
(see Action, below) to log out a phone with a locked extension.
Indicates the type of the phones, which can be 3101, 3102,
3103,3500, 3500B, 3501, 3502 and 3503 for 3com's phones or
Unknown Device for other phones.
Indicates the software version of the phone. For 3com phones,
the value is displayed; for other phones, the value is "-."
Indicates the MAC address of the phone. For 3com phones, the
value is displayed; for other phones, the value is "-."
Indicates the serial number of the phone. For 3com phones, the
value is displayed; for other phones, the value is "-."
Displays a link, Logout, that allows you to delete the registration
by logging out the phone extension. If you click the Logout link,
the phone becomes unregistered and all the fields on the Phone
Registrations page are cleared (you may need to refresh the
page).
End Time
Deletable
Type
Locked
Model
Version
MAC
Serial Number
Action
The Phone Registrations page also includes a Logout All button if
the phone extension has at least one registration (the extension
is logged in to a call processor). Click Logout All to delete all
phone registrations and disable all login sessions.
Note: You can only use the Logout function to delete the
registration 3Com IP-enabled phones. You cannot use the button
to log out other end points (for example, analog phones
Column
Description
connected to an FXS gateway).
Viewing Call History
You can use the Call History page to view the most recent calls placed to and from a
particular phone extension (up to 100 calls).
To view the call history for a phone:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Click Phones in the Phones column.
The User - Assigned Phones page appears.
3)
Click Call History in the Actions column.
The Call History page appears. See Figure 20.
Figure 24 Call History Page
The Call History page contains three columns of information for both Incoming and
Outgoing calls. You can sort the calls in each category (Incoming and Outgoing) by
clicking the Date or Time column header. If the log contains more calls than the
interface can display on a page, click Next or Previous to navigate between pages. See
Using the Graphical User Interface.
Table 13 lists each column and describes the type of information available in that
column.
Table 13 Call History Information for Phones
Main Column
Sub Columns
Date
Incoming
Time
Calling Party
Date
Outgoing
Time
Called Party
4)
Description
This field contains the date when a call was
received using the YYYY-MM-DD format.
This field contains the time a call ended.
This field contains the extension of the phone
that initiated a specific call.
This field contains the date when a call was
initiated using the YYYY-MM-DD format.
This field contains the time a call ended.
This field contains the extension of the phone
who received a specific call.
To return to the User - Assigned Phones page, click Cancel.
Configuring Media Access Control
Each VCX telephone in the system has a unique Media Access Control (MAC) address,
which is printed on the bottom of the telephone. You can lock a phone’s MAC address to
a particular phone extension.
Locking a MAC address to a phone extension has the following consequences:
Prevents use of a different extension on the telephone because access to the
z
Telephone User Interface (TUI) on the phone is blocked and the phone cannot be
reprogrammed.
Enables the phone to automatically learn its assigned extension and log in when
z
the phone is powered on (booted).
Locking a MAC address to a phone extension does not, however, prevent another
phone from using the same extension.
If you lock an extension to a phone’s MAC address and the phone is logged in to the
VCX system, you must reboot (power off/power on) the phone for the lock to take
effect.
To associate a MAC address with a phone extension, edit the MAC address association,
or remove the MAC address association:
1)
Select Users Menu > Devices > Media Access Control.
The Media Access Control page appears.
2)
See the online Help for instructions on managing a MAC address association.
Configuring an Attendant Console
The VCX Attendant Console (Model 3105) enables an attendant to handle high call
volumes efficiently. The attendant could be a receptionist, administrative assistant, busy
sales representative, or anyone who receive a high volume of telephone calls or who
make frequent calls to the same telephone numbers.
The Attendant Console is associated with the attendant’s extension. Up to three
Attendant Consoles can be associated with one telephone extension. A VCX system
can support a maximum of 100 attendant consoles.
User extensions are mapped to buttons on the Attendant Console. When an extension
is on a call, the light next to the Attendant Console button is lit indicating the telephone
is busy. The attendant can manage internal or external calls according to the functions
mapped to four Attendant Console feature buttons.
Supported Attendant Console Feature Buttons
The Attendant Console feature buttons allow you to enable any four of the following
functions:
Call Hold — Allows the attendant to put a call on hold. Note that emergency calls
z
cannot be put on Hold.
Call Park — Allows the attendant to place a call in a holding pattern and make it
z
available for another user to pick up from any telephone on the system by dialing the
Call Park extension.
Call Transfer — Allows the attendant to transfer a call to an extension mapped to
z
one of the Attendant Console buttons.
Call Conference — Allows the attendant to create a conference call with two other
z
extensions mapped to Attendant Console buttons.
Attendant Serial Calling — Allows the attendant to activate a serial call transfer
z
from an external or internal caller to multiple internal destinations (one at a time)
during a single connection.
Serial calling works as follows:
1)
A caller dials the attendant’s number (external caller) or extension (internal caller)
and requests a serial call transfer.
2)
The attendant uses one of the following methods to transfer the call:
Method 1:
a
Presses the button mapped to Attendant Serial Calling on the Attendant
Console.
b
Presses the button mapped to the called party’s extension on the Attendant
Console.
c
Presses the button mapped to Attendant Serial Calling on the Attendant
Console to complete the transfer.
Method 2:
a
Presses the Feature button on the attendant’s phone and enters feature
code 471.
A prompt appears in the attendant phone’s Display Panel requesting the Serial Calling
Number (the destination extension).
b
The attendant enters the destination extension and presses # to complete
the call.
3)
When the called party disconnects, the caller is transferred back to the attendant,
who can activate another serial call transfer to another extension.
If the calling party reaches the called party’s voice mailbox, the calling party can press
99 to return to the attendant.
If the calling party disconnects with the called party, the serial calling session
terminates.
Managing Attendant Consoles
You can use the VCX Administrator provisioning interface to manage the following
Attendant Console configuration tasks:
z
Map a telephone extension to an Attendant Console.
z
Map four functions to the Attendant Console feature buttons.
z
Map telephone extensions to Attendant Console buttons.
z
Edit any of the mapped information.
z
Remove an Attendant Console.
To manage an Attendant Console:
1)
Select Users Menu > Devices > Attendant Console.
The Attendant Console page appears.
2)
See the online Help for instructions on managing an Attendant Console.
Attendant Console Busy Lamp Flash Descriptions
The attendant can use the Busy Lamp Flash (BLF) lights that are next to each extension
on the attendant console to indicate the state of a user’s telephone.
z
When a BLF light is off, the user’s phone is not busy (on-hook) and available.
z
When a BLF light is on, the user’s phone is busy (off-hook) and in use.
Uploading Phone Background Picture
On the phone background picture page, you can upload your preferred picture to the IP
phone system as the background picture of 3503 phones. At present, the system
administrator can upload one picture at one time.
Accessing the Phone Background Picture Page
Access the phone background picture page by selecting User Menu > Phones >
Phone Background Picture.
Use this page to upload phone background picture to be used as the background
picture of phones in the IP phone system. At present, only the 3503 phone supports this
feature. The picture must meet the following requirements:
1)
JPEG format.
2)
Less than 200 K bytes.
3)
800x480 resolution.
4)
24-bits color depth.
The page is shown below:
Figure 25 Phone background picture page
Note that, only one picture can be used as the phone background picture in the IP
phone system. Therefore, if the system administrator uploads a new picture, the
previous picture is deleted.
VCX Data Synchronization
This chapter describes how you can enable data synchronization between a VCX IP
Telephony server and an IP Messaging server.
This chapter includes the following topics:
About IP Telephony and IP Messaging Data Synchronization
Data Synchronization and Phone Profiles
Data Synchronization and Logging
About IP Telephony and IP Messaging Data Synchronization
A VCX system can include call processing services and messaging services.
The call processing services (for example, phone extensions, user accounts, dial plans,
and call routing) are provided by a VCX IP Telephony server.
The messaging services (for example, voice mailboxes, unified messaging, and auto
attendants) can be provided by an IP Messaging server.
VCX software can synchronize some of the data configured on a VCX IP Telephony
server by exporting the data to an IP Messaging server. The synchronization includes
both system data and user data. (Hunt group data can also be synchronized; see Data
Synchronization and Hunt Groups in Configuring Groups.)
z
System data includes:
z
The voicemail number the call processor dials to access voicemail services on
the IP Messaging server.
z
The Music on Hold (MOH) number the call processor dials to access MOH when
a user puts a caller on hold. The caller hears the audio file (music or a recording)
associated with the MOH number.
z
The MOH file that contains the audio (music or a recording) associated with the
MOH number.
z
User data includes:
z
The voice mailbox associated with a telephone extension.
z
The password used to access a mailbox.
z
The IP Messaging Class of Service (COS) that defines the permissions and
features enabled for a set of mailboxes.
z
User account information (first name, last name).
System or user data created or modified through the VCX Administrator web
provisioning interface can be exported to the IP Messaging server. However this
synchronization flow is one-way; data created or modified through an IP Messaging
provisioning interface is not exported to the IP Telephony server.
The IP Messaging server receives IP Telephony data through event-driven updates.
When a data change occurs on the IP Telephony server, a notification is sent to the IP
Messaging server. The IP Messaging server then pulls the data from the active data
server.
The initial data export from the IP Telephony server to the IP Messaging server occurs
after the following sequence of events:
1)
You create and save a phone profile with the Enable Voicemail check box
enabled. The phone profile specifies a voicemail access number (new or existing), MOH number
(new or existing), MOH audio file (existing), and an IP Messaging Class of Service (existing).
After a few minutes, the data is exported to the IP Messaging server. If the voicemail
access number or MOH number are new, the IP Messaging server creates either or
both numbers.
2)
You create a telephone extension and assign it to the phone profile.
3)
You create a user profile and assign the extension to the user.
After a few minutes, the data is exported to the IP Messaging server. The IP Messaging
server now has a new voice mailbox assigned to the phone extension. The voice
mailbox also has the following associations:
z
A voice mailbox password based on password assigned to the phone extension
created in step 2 above.
z
A new user account based on the user profile information created in step 3 above.
z
The IP Messaging Class of Service (COS) specified in the phone profile created in
step 1 above.
z
The voicemail access number specified in the phone profile information created in
step 1 above. When the user presses the messages button on the phone, the VCX
call processor automatically dials the voicemail access number.
z
The MOH number specified in the phone profile information created in step 1 above.
The MOH number is associated with the specified MOH audio file. When the user
presses the Hold button on the phone, the VCX call processor places the caller on
hold, automatically dials the MOH number, and the IP Messaging sever plays the
audio file.
Data Synchronization and Phone Profiles
Data synchronization between IP Telephony and IP Messaging is controlled by the
Enable Voicemail check box on the Phone Profile page of the VCX Administrator web
provisioning interface (see the online Help).
z
If the Enable Voicemail check box is enabled, IP Messaging automatically creates
a voice mailbox for each extension assigned to the profile and assigned to a user.
System and user data configured on the Phone Profile page, and user data
configured on the User page, is exported to IP Messaging.
z
If the Enable Voicemail check box is disabled, IP Messaging does not create a
mailbox for extensions assigned to the profile, and no data is exported to IP
Messaging.
Note that there are rules and restrictions on how data is exported to IP Messaging,
which are described in System Data Synchronization and User Data Synchronization.
For example, data exported to an IP Messaging server from a phone profile cannot be
modified or deleted using an IP Messaging provisioning interface.
Automatic mailbox creation through data synchronization is subject to VCX software
license rules. You must have sufficient license keys to support the number of phones
and mailboxes on your system. See the VCX Maintenance Guide for detailed
information. This means that IP Messaging stops creating mailboxes when the
mailbox licensing limit in effect on the IP Messaging server is reached. Mailboxes in
excess of the limit are created when additional license capacity is installed on the
server.
Startingwith VCX software version 8.0, the Phone Profile page includes two new fields,
IPM COS (specifies an IP Messaging Class of Service) and Music on Hold File
(specifies the audio file used by the MOH number).
z
If you have updated your VCX system to version 9.0 from a previous release, your
existing phone profiles retain their previous field values. The new phone profile fields
are assigned the following values:
z
The new IPM COS field is assigned the default IP Messaging Class of Service
(102).
z
The new Music on Hold File field is assigned the default IP Messaging MOH file
(music).
z
If this is a new VCX installation, select VCX software includes several sample
phone profiles (see VCX Sample Phone Profiles). Some of the sample profiles enable
the Enable Voicemail check box in which case the following default field values are
configured:
z
The IPM COS field is assigned the default IP Messaging Class of Service (102).
z
The Voice Mail Number field is assigned the number 5000.
z
The Music on Hold Number field is assigned the number 5001.
z
The Music on Hold File field is assigned the default IP Messaging MOH file
(music).
System Data Synchronization
VCX software can synchronize system data on a VCX IP Telephony server by exporting
the data to an IP Messaging server. This system data is configured on the VCX
Administrator web provisioning interface Phone Profile page. It is considered system
data because it applies to all extensions assigned to the phone profile.
If the Enable Voicemail check box is enabled on the Phone Profile page, the following
system data is synchronized with IP Messaging:
z
The voicemail number the call processor dials to access voicemail services on the
IP Messaging server.
If the number is not already configured on the IP Messaging server, the IP
Messaging software creates it.
If the number is already configured on the IP Messaging server, the phone profile
uses the existing number.
z
The Music on Hold (MOH) number the call processor dials to access MOH when a
user puts a caller on hold. The caller hears the audio file (music or a recording)
associated with the MOH number.
If the number is not already configured on the IP Messaging server, the IP
Messaging software creates it.
If the number is already configured on the IP Messaging server, the phone profile
uses the existing number.
z
The MOH file that contains the audio (music or a recording) associated with the
MOH number.
The MOH file field on the Phone Profile page lists all the audio files available for use
with the MOH number. You must select an existing file.
z
The IP Messaging Class of Service (COS) that defines the permissions and
features enabled for a set of mailboxes.
The IPM COS field on the Phone Profile page lists all the IP Messaging Classes of
Service available for use with the MOH number. You must select an existing COS.
A voicemail access number or a MOH number/MOH file association that has been
exported to IP Messaging from a phone profile is retained in IP Messaging even if you
delete the phone profile.
You cannot use a IP Messaging provisioning interface to modify a voicemail access
number or a MOH number/MOH file association that has been imported from a phone
profile. While the interface allows the modification, during the next data
synchronization operation, the modification is overwritten with the original value.
Similarly, you cannot use a IP Messaging provisioning interface to delete a voicemail
access number or a MOH number that has been imported from a phone profile.
User Data Synchronization
VCX software can synchronize user data on a VCX IP Telephony server by
exporting the data to an IP Messaging server. This user data is configured on the
VCX Administrator web provisioning interface Phone Profile, User, and Phone
pages.
As described in Data Synchronization and Phone Profiles, synchronization is
controlled by the Enable Voicemail check box on the Phone Profile page. If
enabled, the user data shown in Table 14 is synchronized with IP Messaging.
Table 14 Synchronized User Data
VCX Administrator
Web Provisioning
Interface Page
Field
Description/Comments
VCX Administrator
Web Provisioning
Interface Page
Field
Description/Comments
Defines the permissions and features
enabled for a mailbox.
Add Phone Profile or
Modify Phone Profile
page
IPM COS
Phone Extension
Add Phone or Modify
Phone page
Phone Password
First Name
Add User or Modify
User page
Last Name
When you select a listed COS, IP
Messaging uses that Class of Service
for all mailboxes associated with the
phone profile.
Specifies the telephone extension,
assigned to a user, that is used to
create a voice mailbox in IP Messaging.
Specifies the password used to access
a mailbox. Initially, this password is
identical to the password used to log in
to a telephone (see Password
Synchronization).
Specifies the first name of the user.
Only the first 20 characters are
exported to IP Messaging.
Specifies the last name of the user.
Only the first 20 characters are
exported to IP Messaging.
Note the following user data synchronization considerations:
z
When the Enable Voicemail check box on the Phone Profile page is enabled, the
mailbox is created and data synchronization occurs. Any subsequent changes to
synchronized user data made through the VCX Administrator web provisioning
interface are exported to IP Messaging. If you then disable the Enable Voicemail
check box, synchronization stops and subsequent changes are not exported until you
re-enable the Enable Voicemail check box. Note that disabling synchronization has
no effect on existing mailboxes—they function normally and are accessible.
Disabling the Enable Voicemail check box on a Phone Profile page prevents
mailbox access for all users whose phone extensions are assigned to the that
profile.
z
A mailbox is not created in IP Messaging until the phone extension created in the
VCX Administrator web provisioning interface is assigned to a user.
z
You can also create voice mailboxes using an IP Messaging provisioning interface.
If you create a phone extension and assign it to a user, and the phone extension
duplicates a number already assigned to an IP Messaging mailbox, the user data
associated with the phone extension overwrites any user data configured in IP
Messaging. This also occurs if you modify a VCX phone extension so that it
duplicates an existing IP Messaging mailbox number.
z
If you unassign a phone extension for a user, the mailbox associated with that
extension remains accessible. If you reassign the extension to a different user, data
synchronization updates the corresponding mailbox in IP Messaging with information
for the new user.
z
If you change the phone profile used by a phone extension, data synchronization
updates the corresponding mailbox in IP Messaging.
You cannot use a IP Messaging provisioning interface to modify user data (mailbox
number or any of the data shown in Table 14) that has been exported from a IP
Telephony server. While the interface allows the modification, during the next data
synchronization operation, the modification is overwritten with the original value.
Similarly, you cannot use a IP Messaging provisioning interface to delete imported
user data.
Password Synchronization
Both IP Telephony and IP Messaging require user passwords.
The IP Telephony password is associated with a phone extension. The user enters this
password on the telephone keypad to log in to the telephone.
The IP Messaging password is associated with a voice mailbox number. The user
enters this password on the telephone keypad to access a mailbox. Depending on the
IP Messaging configuration, the user may also be prompted to enter the mailbox
number.
When you create a phone extension, you specify an extension number, a phone
password, and a phone profile. If the phone profile Enable Voicemail check box is
enabled, IP Messaging automatically creates a voice mailbox for the extension with the
following attributes:
z
The phone extension number is imported and used as the mailbox number.
z
The phone password is imported and used as the mailbox password.
At this point, the phone password and the mailbox password are synchronized
(identical).
The first time the user accesses the mailbox, IP Messaging prompts the user for a
password. The user enters the phone password and IP Messaging authenticates the
user. Once authenticated, IP Messaging prompts the user to change the mailbox
password. As soon as the user changes the mailbox password, the phone password
and the mailbox password are no longer synchronized. If the VCX administrator
changes the phone password, the change is ignored by IP Messaging.
Data Synchronization and Logging
Data synchronization events generated by successful or failed attempts to export data
from an IP Telephony server to an IP Messaging server are logged on the IP Messaging
server.
The IP Messaging server logs the following events:
z
Each notification it receives from the IP Telephony server
z
Each fetched file result
z
All changes made to the local IP Messaging server
Events are logged in the following file:
/usr/app/subscriber_import.log
For more information on logging, see Viewing the Event Logs and also see the VCX
Maintenance Guide.
Configuring Telephone Communication Settings
This chapter describes configuration options available through a utility on the phone
called the Local User Interface (LUI). The LUI menu allows you to view and configure
phone settings such as the phone extension and the IP address of the call processor.
Refer to the VCX Installation Guide for information on how to install and initially
configure all supported 3Com VCX devices.
This chapter includes the following topics:
3Com Telephone Configuration
3Com Telephone Local User Interface Menus
3Com Telephone Configuration
There are multiple configuration steps required to enable a VCX telephone to work
within a VCX system. These steps are described in various chapters of this guide (see
VCX System Configuration Overview for an overview).
As described in the VCX Installation Guide, each 3Com telephone in a VCX system
must be configured with the IP address of the primary Call Processor (also called a
Network Call Processor or NCP) and the IP address of the secondary NCP. When
connected to the network and powered on, this enables the phone to contact the NCP
and download the following information:
z
Signaling software that enables the phone to make and receive calls.
z
Operational software that determines what features are available based on the
model of the phone.
z
An IP address that establishes the phone as an IP device and allows it to
communicate with other IP devices using the Session Initiation Protocol (SIP).
The phone will automatically receive an IP address only if your network includes a
DHCP server configured with Option 184. If DHCP is not available, you must manually
configure IP address information on the phone.
When the download process finishes, the phone prompts for the following information:
z
The extension that other phones will dial to communicate with the phone. The
extension is associated with an account that identifies the user who can use the
phone. If the phone was assigned an extension when the NCP IP addresses were
configured, this prompt is not displayed.
z
A password the user enters to log in to the phone.
Initial telephone configuration, including DHCP setup, is described in the VCX
Installation Guide. This chapter describes how to use the LUI to view and change
current settings for all supported VCX telephone models.
See 3Com Telephone Local User Interface Menus for the following 3Com VCX
telephones:
z
Model 3102 Business Telephone
z
Model 3101 or 3101SP Basic Telephones
z
3500 IP Phone
z
3500B IP Phone
z
3501 IP Phone
z
3502 IP Phone
z
3503 IP Phone
If a VCX release includes new phone application or boot code, all VCX phones
connected to the system will upgrade automatically. Every 30 minutes each phone
sends a message to the VCX Call Server that includes the software version running on
the phone. If a different version has been installed on the server, then a code download
to the phone is initiated.
3Com VCX telephone models are identified by a product number on the label affixed
under each phone. For example, the following product number identifies a Model 3102
Business Telephone: 3C10402B. For each 3Com telephone the letter B indicates the
latest version of that model. Older models have the letter A appended to the product
number (for example, 3C10402A).
3Com telephones with a product number that ends with the letter B and that operate in
a redundant VCX system must download phone software from the primary server. If,
in rare circumstances, a model B phone has failed over to the secondary server, no
software download is possible until the phone re-registers with the primary server.
3Com Telephone Local User Interface Menus
The firmware within each 3Com telephone includes a telephone diagnostic and
configuration utility called the Local User Interface (LUI). The administrator has access
to telephone configurable parameters through the LUI, which are needed for initial
physical telephone configuration, any required reconfiguration, and to test the
telephone.
The LUI access enables you to perform these tasks:
z
View telephone settings, both the active settings and the settings stored in the
telephone’s memory.
z
Set telephone IP address, subnet mask, and default gateway.
z
Specify IP address of the Network Call Processors (NCPs).
z
Test the telephone buttons, display panel, and LEDs.
z
Clear all device settings.
z
View firmware information and diagnostics (technician option).
z
Test connectivity.
z
Restart the telephone.
Accessing the Business and Basic Telephone LUI Menus
This section describes how to access the LUI menu on the following 3Com VCX
telephones:
z
Model 3102 Business Telephone
z
Model 3101 or 3101SP Basic Telephones
To access the LUI configuration menu:
1)
Disconnect power to the telephone by unplugging the power supply cord.
For telephones that use a powered Ethernet cable instead of a power adapter,
disconnect the Ethernet cable.
2)
Read step 4 to locate the button you will use to start the LUI utility.
3)
Reconnect the power supply cord. Before the telephone finishes its download of
code from the call processor, start the LUI utility as described in step 4.
For telephones that use a powered Ethernet cable instead of a power adapter,
reconnect the Ethernet cable.
4)
To start (or exit from) the LUI utility:
z
On the 3Com 3102 Business Telephone, press the Program button:
z
On 3Com 3101 or 3101SP Basic Telephones, press the Select button (the center
button in the cursor control button group)
The telephone Display Panel shows the LUI utility.
See LUI Configuration Options for Business and Basic Telephones for a description of
the configuration menu options.
See Business and Basic Telephone Interfaces for a description of the buttons you use
to enter configuration information.
Accessing the Manager’s Telephone LUI Menus
You can access the LUI utility on the 3Com 3103 Manager’s Telephone when the phone
is connected to, or disconnected from, the VCX network.
To access the LUI utility when the Manager’s Telephone is disconnected from the
network:
1)
Disconnect the power connector.
2)
Unplug the network (Ethernet) cable.
3)
Reconnect the power connector.
The 3103 Display Panel shows the following message:
No Network Connection!
Please Connect Cable or
Press Feature to Manually Configure
4)
Press the button under the Feature tab.
To access the LUI utility when the Manager’s Telephone is connected to the network:
1)
Press the button under the Feature tab.
2)
Use the Down button to scroll to the User Configurations menu option.
3)
Select User Configurations and press the button under the Select tab.
The telephone Display Panel shows the LUI utility.
See LUI Configuration Options for the Manager’s Telephone for a description of the
configuration menu options.
See Manager’s Telephone Interface for a description of the buttons you use to enter
configuration information on a Model 3103 telephone.
Business and Basic Telephone Interfaces
Button operation, location, and menu options are similar for the Model 3102 Business
Telephone, the Model 3101 or 3101SP Basic Telephones. Topics in this section
describe each telephone model.
VCX Connect
no longer supports the 3Com Model 2102 and 2102-R Business
Telephones.
Model 3102 Business Telephone LUI Controls
Figure 26 shows the LUI controls on the Model 3102 Business Telephone. Table 15
describes each LUI utility menu item.
Figure 26 Local User Interface Controls on the 3Com 3102 Business Telephone
z
Display Panel — Shows LUI utility menu options. Use the scroll buttons (see
number 6) to navigate through the list of options.
z
Soft Buttons — Moves the cursor left or right. The middle button is not used.
z
Key Pad — Selects menu items or enter numeric characters in a configuration
option. Use the # key to save changes after you edit an item.
z
Access Buttons AB1-AB4 — Selects LUI menu items (AB4 is topmost, AB1 is on
the bottom).
z
Program Button — Functions as follows:
z
Starts and exits from the LUI utility.
z
Exits from a menu item and moves to the next higher menu. If you press
Program before you save a change to a setting, you exit the menu item without
saving the change.
z
Scroll Buttons — Function as follows:
z
Up and Down Buttons — Moves up or down through the LUI menu and select
hex digits when editing a MAC address.
z
Left and Right Buttons — Positions the cursor in the Display Panel when
editing a setting, such as an IP address.
Model 3101 and 3101SP Basic Telephones LUI Controls
Figure 27 shows the LUI controls on the Model 3101and 3101SP Basic Telephones.
Table 15 describes each LUI utility menu item.
Figure 27 Local User Interface Controls on 3Com 3101 and 3101SP Basic Telephones
z
Display Panel — Shows LUI utility menu options. Use the scroll buttons (see
number 5) to navigate through the list of options.
z
Soft Buttons — Moves the cursor left or right. The middle button is not used.
z
Key Pad — Selects menu items or enter numeric characters in a configuration
option. Use the # key to save changes after you edit an item.
z
Access Buttons AB1-AB4 — Selects LUI menu items. The buttons are numbered
left to right (AB1 is the first button on the left, AB4 is the last button on the right).
z
Scroll Buttons — Function as follows:
z
Select Button — The center (Select) button starts and exits from the LUI utility,
or exits from a menu item and moves to the next higher menu. If you press
Select before you save a change to a setting, you exit the menu item without
saving the change.
z
Up and Down Buttons — Moves up or down through the LUI menu and select
hex digits when editing a MAC address.
z
Left and Right Buttons — Positions the cursor in the Display Panel when
editing a setting, such as an IP address.
LUI Configuration Options for Business and Basic Telephones
Table 15 describes each LUI utility menu item that appears in the LUI for the Business
and Basic Telephones.
Table 15 Business and Basic Telephone LUI Menu Items
Menu Option
Description
Press 1 on the number pad and scroll to view these options:
MAC Address –MAC address of this telephone.
NCP MAC Address – MAC address of the primary call
processor.
SW Build Ident. – Software version running on this telephone.
Serial # Rev – Telephone serial number and hardware version.
Phone Port Speed – Speed and duplex setting of the LAN
connection.
PC Port Speed – The speed and duplex setting of the PC port to
the device, if any, connected to the port.
My IP Address – Active IP address of this telephone.
Subnet Mask – Active IP mask.
Gatwy IP Address – Active default gateway IP address.
1 View Settings
NCP IP Address – Active IP address of the call processor with
which this telephone communicates.
ALT SrvrIP – Active IP address of the secondary call processor.
VLAN Config – Enabled or disabled VLAN for this telephone,
acquired from either DHCP option 184 or a setting in the
telephone’s memory.
Mem- My IP Addr – The IP address configured in the
telephone’s memory though the LUI utility.
Mem- Subnet Mask – The IP mask configured in the telephone’s
memory though the LUI utility.
Mem- Gatwy IP – The default gateway IP address configured in
the telephone’s memory though the LUI utility.
Mem- NCP IP Addr – The NCP IP address configured in the
telephone’s memory though the LUI utility.
Mem- ALT SrvrIP – Secondary download server address
configured in the telephone’s memory.
Mem- VLAN Config – VLAN values configured in telephone’s
memory.
Menu Option
Description
Lets you specify the IP information for this telephone. If you have
a DHCP server, this information is automatically provided by the
server.
When entering an IP address:
2 Set my IP
z
z
3 Set SubNMsk
z
4 Set Gatwy IP
z
z
Use the key pad to enter digits 0–9.
Use the left and right soft keys or scroll keys to move the
cursor left or right.
If any of the fields within the IP address contain only one or
two digits, add leading zeros.
Example: Enter 10.234.1.125 as 010.234.001.125
To change a telephone back to its default setting, enter 255
for each octet of the IP address. To clear all configured
settings and return to factory defaults, select menu item 0
(EEPROM-default).
Press the # key to commit your address change.
Lets you specify the IP address of the primary Network Call
Processor. This information is typically provided by using a
DHCP server configured with option 184. You can, however,
manually enter the IP address.
When entering an IP address:
z
z
5 Set NCP IP
z
z
z
Use the key pad to enter digits 0–9.
Use the left and right soft keys or scroll keys to move the
cursor left or right.
If any of the fields within the IP address contain only one or
two digits, add leading zeros.
Example: Enter 10.234.1.125 as 010.234.001.125
To change a telephone back to its default setting, enter 255
for each octet of the IP address. To clear all configured
settings and return to factory defaults, select menu item 0
(EEPROM-default).
Press the # key to commit your address change.
Alt Dnld Servr – Lets you specify the IP address of the
secondary Network Call Processor. See the description for 5 Set
NCP IP for information.
Set VLAN Config – Used to enable or disable VLAN
configuration.
6 VCX Config
Menu
z
VLAN Enable – 1
You are prompted to enter the VLAN ID. A valid VLAN ID is in the
range of 0 through 4095. You must enter 4 digits. Use leading 0s
if necessary. For example, if the VLAN ID is 5, you must enter
0005. Press the pound key (#) to store it in memory.
z
7 Reserved
8 Test LED &
LCD
VLAN Disable - 0
Reserved for future use.
Turns on all LEDs for 5 seconds, then fills every pixel on the
display panel for 5 seconds.
Menu Option
Description
Puts the telephone in the button test state. Press any telephone
button to see a description of the button’s function. To return to
the main menu, you must press the menu button twice:
z
On the 3Com 3102 Business Telephone:
z
On an 3Com 3101 or 3101SP Basic Telephone:
9 Test –Buttons
Restores the phone to default settings by clearing these
configured settings:
IP Information — My IP, Subnet Mask, Gateway IP, NCP-IP, and
the Alt Download Server IP return to 255.255.255.255.
0
EEPROM-Default
NCP MAC address — The NCP MAC address returns to
ff:ff:ff:ff:ff:ff.
SIP Parameters — All SIP specific parameters will be set to
default 0xffff (data parameters) or 255.255.255.255 for IP
addresses.
NOTE: If you select this option you are prompted to verify your
action before the system clears the EEPROM.
AB1 Set NCP
MAC
AB2 Show
EEProm
AB3 Ping H3/IP
AB4 Reset
Phone
This option is not used in VCX networks.
Lets you scroll through the locations in the memory of the
telephone. The information is presented in hexadecimal format
and can be properly interpreted only by a 3Com service person.
This option is not used in VCX networks.
Reset the device. You can perform the same task by removing
power from the telephone. However, Option AB4 can be useful
for cordless phones, which cannot easily be disconnected from
power.
Manager’s Telephone Interface
Figure 28 shows the LUI controls on the Model 3103 Manager’s Telephone.
Figure 28 Local User Interface Controls on the 3103 Manager’s Telephone
z
Display Panel — When you press the button under the Features tab (the fourth
button in the series described in 6), the Configuration menu options appear in the
Display Panel. This Display Panel lists three configuration options at a time. Use the
scroll buttons (see number 4) to navigate through the list of options.
z
Right Buttons — Invokes the action for the corresponding configuration option in
the Display Panel. That is, the top button invokes the first option, the middle button
invokes the second option, and the bottom button invokes the third option.
z
Select Button — Selects the highlighted option in a list on the Display Panel. The
highlighted option is indicated by a black dot to the left of the option.
z
Scroll Buttons (Up, Down, Left, Right) — The Up and Down buttons move scroll
up and down through the options shown in the Display Panel. Arrows in the display
show if there are more options above or below those displayed. The options are
described in Table 16.
The Left button functions as a backspace key and deletes the character to the left of
the cursor position. The Right button highlights the cursor position; it does not move
the cursor to the right.
z
Telephone Key Pad — Enables you to enter data required to enable a
configuration option (for example, an IP address).
z
Soft buttons — Each of the four buttons activates the tabbed command shown in
the Display Panel above the corresponding button. The commands change according
to context. Possible options include Messages, Directory, Call Logs, Features, Exit,
Cancel, Back, and Select.
z
Left Buttons — Have no function when the phone is not connected to the VCX
network. When the phone is connected and configured, these buttons are used to
process calls.
LUI Configuration Options for the Manager’s Telephone
Table 16 describes each Configuration menu item that appears in the LUI for the
Manager’s Telephone.
Table 16 Manager’s Telephone LUI Menu Items
Menu Option
Description
Displays the currently configured values for these options:
My MAC Address –MAC address of this telephone.
NCP MAC Address – MAC address of the primary call processor.
SW Build OPs Id – Software version running on this telephone that
controls the user interface.
SW Build DSP Id – Software version running on this telephone
that controls telephone signaling functions.
Serial Number – Telephone serial number and hardware version.
Phone Port Speed – Speed and duplex setting of the LAN
connection.
PC Port Speed – The speed and duplex setting of the PC port to
the device, if any, connected to the port.
My IP Address – Active IP address of this telephone.
Subnet Mask – Active IP mask.
Gatwy IP Address – Active default gateway IP address.
NCP IP Address – Active IP address of the call processor with
which this telephone communicates.
View Settings
Alt. Server IP – Active IP address of the secondary call processor.
VLAN Configuration – Active VLAN for this telephone, acquired
from either DHCP option 184 or a setting in the telephone’s
memory.
EE - My IP – The IP address configured in the telephone’s memory
though the LUI utility.
EE - Subnet Mask – The IP mask configured in the telephone’s
memory though the LUI utility.
EE - Gatwy IP – The default gateway IP address configured in the
telephone’s memory though the LUI utility.
EE - NCP IP – The NCP IP address configured in the telephone’s
memory though the LUI utility.
EE - VLAN Config – VLAN values configured in telephone’s
memory.
Flash - BootStrap – Version of bootstrap software running on the
phone.
Flash - Download – Version of downloader software running on
the phone.
Flash - Operation – The version of operational software running
on the phone.
Menu Option
Modify Display
Configure IP
Address
Description
Displays a single option, Set Contrast, that allows you change the
LCD contrast on the Display Panel.
Lets you specify the IP information for this telephone. If you have a
DHCP server, this information is automatically provided by the
server.
When entering an IP address:
z
Configure
Subnet Mask
Configure
Gateway IP
Address
Configure NCP
IP Address
z
z
Use the key pad to enter digits 0–9.
Use the Left button to delete the character to the left of the
cursor position. Use the Right button to highlight the cursor
position.
If any of the fields within the IP address contain only one or two
digits, add leading zeros.
Example: Enter 10.234.1.125 as 010.234.001.125
The interface automatically adds a period.
Press the button under the Save tab or press the # key to commit
your address change.
Lets you specify the IP address of the primary Network Call
Processor. This information is typically provided by using DHCP
option 184. You can, however, enter the IP address manually.
See the description for Configure IP Address (above) for
information on entering IP data.
Displays the following menu options:
Set NCP MAC Address – Not used in a VCX network.
Show EEPROM Contents – Lets you scroll through the locations
in the memory of the telephone. The information is presented in
hexadecimal format and can be properly interpreted only by a
3Com service person.
Set EEPROM - Default – Restores the phone to default settings by
clearing these configured settings:
z
z
Advanced
Settings
z
IP Information – Phone IP, Subnet Mask, Gateway IP, and the
NCP IP return to 255.255.255.255.
NCP MAC address – The NCP MAC address returns to
ffff:ffff:ffff.
SIP Parameters – All SIP specific parameters will be set to
default 0xffff (data parameters) or 255.255.255.255 for IP
addresses.
NOTE: If you select this option you are prompted to verify your
action before the system clears the EEPROM.
Force Operational SW Upgrade – Forces the phone to download
the latest operational software from the NCP.
Hardware Reset – Resets the phone. You can perform the same
task by disconnecting, then reconnecting, power to the phone.
Ping H3/IP – This option is not used in VCX networks.
Test - LED & LCD – Turns on all LEDs for 5 seconds and tests
every pixel on the Display Panel.
Menu Option
Description
Test - Buttons – Puts the telephone in the button test state. Press
any telephone button to see a description of the button’s function.
Displays the following menu options:
Set VLAN Configuration – Used to enable or disable VLAN
configuration.
VCX
Configuration
z
z
Diagnostics
Enable – You are prompted to enter the VLAN ID. A valid VLAN
ID is in the range of 0 through 4095. You must enter 4 digits.
Use leading 0s if necessary. For example, if the VLAN ID is 5,
you must enter 0005. Press the pound key (#) to store it in
memory.
Disable - VLANs are disabled. This is the default.
Allows you to display network statistics for the phone. This option
requires a password. The default password is the phone extension.
350x Series IP Phones Interface
Figure 29 shows the buttons and controls on the 3Com 3500B/3500/3501 IP phones.
Figure 29 3Com 3500B/3500/3501 IP phones
Table 17 Functions of the 3Com 3500B/3500/3501 IP phones buttons and controls
Callout
Button/Control
1
Soft buttons
2
Message Waiting
Indicator(MWI)
3
Display Panel
4
Menu button
5
Navigation
buttons
6
Voicemail button
7
Call Transfer
button
8
Conference
button
Description
There are four soft buttons below the Display Panel.
The bottom of the Display Panel shows the functions
of the four soft buttons, which vary with the state of
the telephone. You can choose different functions by
pressing different soft buttons.
The MWI LED lights up when there are unviewed
messages in the voice mailbox, and blinks when an
incoming call is present or in power save mode.
The Display Panel displays the telephone state and
call information.
Press the Menu button to enter the configuration
menu of the telephone, or exit the menu and return to
the standby interface.
The navigation buttons include four direction buttons
and one OK button. You can use the navigation
buttons to perform such operations as select menu
items in the configuration menu, adjust
contrast/brightness, or switch between lines when
multiple calls are present.
Press this button to directly access the voice mailbox
and listen to voice messages.
Use this button to transfer calls. To transfer the
current call to a third party, press the Call Transfer
button, dial the number of the third party, and press
the Call Transfer button again. Functionality of
Transfer is also dependant on the type of transfer
being performed, please refer to the VCX Admin
Guide for details.
Use this button to establish a multi-party conference
call. While on a call, press the Conference button,
Callout
Button/Control
9
Redial button
10
Hold button
11
MIC
12
Number pad
13
Headset switch
button
14
Speaker button
15
Down volume
button
16
Mute button
17
Up volume button
18
Handset
Description
dial the number of the person you want to conference
in, and then press the Conference button again to
start a 3-party conference. To conference more
people in, repeat this step.
Press this button to redial the last telephone number
that you called.
While on a call, you can press the Hold button to
place the current call on hold. If the administrator has
configured the Music on Hold (MOH) service, the held
party hears music; if not, the held party hears silence.
Activated when the telephone is in speaker phone
mode. For best results, keep the area around the
microphone free of obstructions. The microphone is
directional; it performs best when you are directly in
front of the telephone.
The number pad has twelve buttons: 0, 1, 2, 3, 4, 5, 6,
7, 8, 9, *, and #. Press the number buttons to enter
the number of the person you want to call or for any
other feature code or digit entry.
Press the headset switch button to switch between
the handset and a headset. The backlight of the
button is on when a headset is used. If you choose
the headset mode, you need to speak through the
headset after the call is put through.
Press the Speaker button to use the speakerphone
mode. In this mode, the button is illuminated, you can
hear the party you are speaking to on the speaker,
and speak through a microphone.
Press this button to lower the volume of the ring while
your telephone is not in use, lower the voices of you
and the other party while you are talking through the
handset and headset, or lower the volume of the
speaker while in speakerphone mode.
While on a call, you can press the Mute button to
prevent the party you are speaking to from hearing
you. When the telephone is muted, the backlight of
the Mute button is turned on.
Press this button to raise the volume of the ring while
your telephone is not in use, raise the voices of you
and the other party while you are talking through the
handset and headset, or raise the volume of the
speaker while in speakerphone mode.
Pick up the handset to talk to the other party of a call.
Figure 30 shows the buttons and controls on the 3Com 3502 IP phone.
Figure 30 3Com 3502 IP phone
Table 18 Functions of the 3Com 3502 IP phone buttons and controls
Callout
Button/Control
1
Soft buttons
2
Message
Waiting
Indicator(MWI)
3
Display Panel
4
Access buttons
5
Menu button
6
Navigation
buttons
Description
There are four soft buttons below the Display Panel. The
bottom of the Display Panel shows the functions of the
four soft buttons, which vary with the state of the
telephone. You can choose different functions by
pressing different soft buttons.
The MWI LED lights up when there are unread
messages in the voice mailbox, and blinks when an
incoming call is present or in power save mode.
The Display Panel displays the telephone state and call
information.
The 3502 telephone has six Access buttons. The button
at the bottom is a page-switching button. The functions of
the other five buttons are displayed on the Display Panel.
Each time you press the button at the bottom which will
never be illuminated, the Display Panel refreshes the
functions of the other five buttons. The 3502 telephone
supports three pages, which means you can set up to 15
Access buttons. To reprogram the function of an Access
button, login in to the VCX User or Admin web interface.
Press the Menu button to enter the configuration menu
of the telephone, or exit the menu and return to the
standby interface.
The navigation buttons include four direction buttons and
one OK button. You can use the navigation buttons to
perform such operations as select menu items in the
configuration menu, adjust contrast/brightness, or switch
between lines when multiple calls are present.
In addition, the OK button can be used to put call on hold
or unhold
Callout
Button/Control
7
Voicemail button
8
Call Transfer
button
9
Conference
button
10
Redial button
11
Hold button
12
MIC
13
Number pad
14
Headset switch
button
15
Speaker button
16
Forward to
Voicemail button
17
Down volume
button
18
Mute button
19
Up volume
button
20
Handset
Description
Press this button to directly access the voice mailbox and
listen to voice messages.
Use this button to transfer calls. To transfer the current
call to a third party, press the Call Transfer button, dial
the number of the third party, and press the Call
Transfer button again. Functionality of Transfer is also
dependant on the type of transfer being performed,
please refer to the VCX Admin Guide for details.
Use this button to establish a multi-party conference call.
While on a call, press the Conference button, dial the
number of the person you want to conference in, and
then press the Conference button again to start a
3-party conference. To conference more people in,
repeat this step.
Press this button to redial the last telephone number that
you called.
While on a call, you can press the Hold button to place
the current call on hold. If the administrator has
configured the Music on Hold (MOH) service, the held
party hears music; if not, the held party hears silence.
Activated when the telephone is in speaker phone mode.
For best results, keep the area around the microphone
free of obstructions. The microphone is directional; it
performs best when you are directly in front of the
telephone.
The number pad has twelve buttons: 0, 1, 2, 3, 4, 5, 6, 7,
8, 9, *, and #. Press the number buttons to enter the
number of the person you want to call or for any other
feature code or digit entry.
Press the headset switch button to switch between the
handset and a headset. The backlight of the button is on
when a headset is used. If you choose the headset
mode, you need to speak through the headset after the
call is put through.
Press the Speaker button to use the speakerphone
mode. In this mode, the button is illuminated, you can
hear the party you are speaking to on the speaker, and
speak through a microphone.
Press the Forward to Voicemail button to set the
destination of call forwarding as your voice mailbox.
Subsequent incoming calls will be directly forwarded to
your voice mailbox after one ring.
When the Forward to Voicemail function is enabled, the
backlight of the Forward to Voicemail button is on.
Press this button to lower the volume of the ring while
your telephone is not in use, lower the voices of you and
the other party while you are talking through the handset
and headset, or lower the volume of the speaker while in
speakerphone mode.
While on a call, you can press the Mute button to prevent
the party you are speaking to from hearing you. When
the telephone is muted, the backlight of the Mute button
is turned on.
Press this button to raise the volume of the ring while
your telephone is not in use, raise the voices of you and
the other party while you are talking through the handset
and headset, or raise the volume of the speaker while in
speakerphone mode.
Pick up the handset to talk to the other party of a call.
Figure 31 shows the buttons and controls on the 3Com 3503 IP phone.
Figure 31 3Com 3503 IP phone
Table 19 Functions of the 3Com 3503 IP phone buttons and controls
Callout
Button/Control
1
Soft buttons
2
Message
Waiting
Indicator(MWI)
3
Display Panel
4
Access buttons
5
Menu button
6
Navigation
buttons
Description
There are five soft buttons below the Display Panel.
The bottom of the Display Panel shows the functions of
the five soft buttons, which vary with the state of the
telephone. You can select different functions by
pressing different soft buttons.
The MWI LED lights up when there are unread
messages in the voice mailbox, and blinks when an
incoming call is present or in power save mode.
The Display Panel displays the telephone state and call
information.
The 3503 telephone has eight Access buttons. The
button at the bottom is a page-switching button. The
functions of the other seven buttons are displayed on
the Display Panel. Each time you press the button at
the bottom which will never be illuminated, the Display
Panel refreshes the functions of the other seven
buttons. The 3503 telephone supports three pages,
which means you can set up to 21 Access buttons. To
reprogram the function of an Access button, login in to
the VCX User or Admin web interface.
Press the Menu button to enter the configuration menu
of the telephone, or exit the menu and return to the
standby interface.
The navigation buttons include four direction buttons
and one OK button. You can use the navigation buttons
to perform such operations as select menu items in the
Callout
Button/Control
7
Voicemail
button
8
Call Transfer
button
9
Conference
button
10
Redial button
11
Hold button
12
MIC
13
Number pad
14
Headset switch
button
15
Speaker button
16
Forward to
Voicemail
button
17
Down volume
button
18
Mute button
19
Up volume
button
Description
configuration menu, adjust contrast/brightness, or
switch between lines when multiple calls are present.
Press this button to directly access the voice mailbox
and listen to voice messages.
Use this button to transfer calls. To transfer the current
call to a third party, press the Call Transfer button, dial
the number of the third party, and press the Call
Transfer button again.
Functionality of Transfer is also dependant on the type
of transfer being performed, please refer to the VCX
Admin Guide for details.
Use this button to establish a multi-party conference
call. While on a call, press the Conference button, dial
the number of the person you want to conference in,
and then press the Conference button again to start a
3-party conference. To conference more people in,
repeat this step.
Press this button to redial the last telephone number
that you called.
While on a call, you can press the Hold button to place
the current call on hold. If the administrator has
configured the Music on Hold (MOH) service, the held
party hears music; if not, the held party hears silence.
Activated when the telephone is in speaker phone
mode. For best results, keep the area around the
microphone free of obstructions. The microphone is
directional; it performs best when you are directly in
front of the telephone.
The number pad has twelve buttons: 0, 1, 2, 3, 4, 5, 6,
7, 8, 9, *, and #. Press the number buttons to enter the
number of the person you want to call or for any other
feature code or digit entry.
Press the headset switch button to switch between the
handset and a headset. The backlight of the button is
on when a headset is used. If you choose the headset
mode, you need to speak through the headset after the
call is put through.
Press the Speaker button to use the speakerphone
mode. In this mode, the button is illuminated, you can
hear the party you are speaking to on the speaker, and
speak through a microphone.
Press the Forward to Voicemail button to set the
destination of call forwarding as your voice mailbox.
Subsequent incoming calls will be directly forwarded to
your voice mailbox.
When the Forward to Voicemail function is enabled, the
backlight of the Forward to Voicemail button is turned
on.
Press this button to lower the volume of the ring while
your telephone is not in use, lower the voices of you
and the other party while you are talking through the
handset and headset, or lower the volume of the
speaker while in speakerphone mode.
While on a call, you can press the Mute button to
prevent the party you are speaking to from hearing you.
When the telephone is muted, the backlight of the Mute
button is turned on.
Press this button to raise the volume of the ring while
your telephone is not in use, raise the voices of you and
the other party while you are talking through the
Callout
20
Button/Control
Description
Handset
handset and headset, or raise the volume of the
speaker while in speakerphone mode.
Pick up the handset to talk to the other party of a call.
Configuring Telephone Features for a User
This chapter describes the telephone features available to individual phones in your
VCX system.
This chapter includes the following topics:
Configuring Phone Features
Configuring ToS Phone Features
Configuring Features Mapped to Telephone Buttons
Blocking Anonymous Callers
Configuring Phone Call Restrictions
Configuring Call Coverage for a Telephone
Configuring Selective Ringing
Configuring Bridged Extensions
Mapping Bridged Extensions
Be sure to set your Web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Configuring Phone Features
Some features available for a telephone are determined by the Type of Service (ToS)
enabled for the phone (see Configuring Type of Service). Other features are provided
by default. Many features, however, require configuration. For example, the Call
Forward Busy feature must be configured with the extension to which calls will be
forwarded when the phone user is on another call.
Phone feature configuration can be performed by you, the administrator, or by the
phone user (using the TUI or VCX User web interface). This chapter describes
administrator configuration of phone features.
To see the features available on a phone:
1)
Access the office location of the user whose phone features you want to
configure (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Users > Users.
The Users page appears.
The procedure describes how to configure features for a phone extension that has
been assigned to a user. You can also configure features for a phone extension that
has not been assigned to a user. To do this, select Users Menu > Phones > Phones.
3)
Locate the user whose phone features you want to configure.
4)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user. See Table 27.
Figure 32 User - Assigned Phones Page
The Action column provides links to the following phone feature configuration options:
z
Features — Clicking this link allows you to configure the following features
(provided by the enabled ToS and described in Table 9):
z
Call Forward Busy — See Call Forward.
z
Call Forward Ring No Answer — See Call Forward.
z
Call Forward Universal — See Call Forward.
z
Caller Identity — See Caller Identity..
z
Speed Dial — See Configuring Personal Speed Dial Numbers.
z
Directed Call Pickup — See Directed Call Pickup.
z
Remote Forward Universal — See Remote Forward Universal.
z
Silent Monitor and Barge In — See Silent Monitor and Barge In.
z
Camp On — Configured for all users. See Configuring Camp On Parameters.
z
Call Coverage — See Configuring Call Coverage for a Telephone.
z
Button Mappings — See Configuring Features Mapped to Telephone Buttons.
z
Call Restrictions — See Configuring Phone Call Restrictions and Blocking
Anonymous Callers.
z
Registrations — Displays the phones registration information. See Viewing Phone
Registration Information.
z
Call HIstory — Displays the user’s calling history. See Viewing Call History.
z
Selective Ringing — See Configuring Selective Ringing.
z
Bridge Permissions — See Configuring Bridged Extensions.
z
Bridged Phones — See Mapping Bridged Extensions.
z
Hunt Groups — See Configuring Hunt Groups and Attendants.
z
Users — Displays a list of users available for assignment to an unassigned
extension. See Assigning a Phone Extension to a User. Note that this option only
appears in the Actions column for unassigned extensions (see Figure 32).
z
Settings — Overrides phone settings (such as date and time format, and ring tones)
configured by a user through the VCX User web interface. See Modifying a User’s
Phone Settings.
z
Unassign — Unassigns this phone extension. See Unassigning a Phone Extension.
For information on user interface components, see Using the Graphical User Interface.
Configuring ToS Phone Features
The phone features described in this section are provided by the ToS enabled for a
phone. See Configuring Type of Service for information on enabling or disabling these
features.
For all features, following these general steps to launch the feature configuration page:
1)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
2)
Locate the user whose phone features you want to configure.
3)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
4)
Click Features.
The Assigned Phone Features page appears. See Figure 25.
Figure 33 Assigned Phone Features Page
5)
Click the Edit Feature link for the feature you want to configure.
Call Forward
The Call Forward options for a phone extension determine where the call processor
redirects incoming calls when the extension is not available.
You can specify:
z
Where you want a call to be forwarded
z
The condition that results in the system forwarding a call:
z
Call Forward Busy —Redirects incoming calls to another extension when the
phone is busy. If the phone has multiple lines, busy means that all lines are in
use.
z
Call Forward Ring No Answer — Redirects incoming calls to another
destination when the phone rings for a configured time period (the default is 20
seconds).
z
Call Forward Universal—Redirects incoming calls to another destination
unconditionally. Use this feature when the user of the phone extension plans to
be away from the phone for an extended period of time.
Note that Call Forward settings override settings configured for a phone’s call coverage
point (see Configuring Call Coverage for a Telephone). You can also use the VCX
Administrator provisioning application to configure call fallback. When you enable this
feature, a forwarded call that is not answered at the forwarding destination falls back to
the original extension's call coverage point if that point is set to voicemail.
To configure a Call Forward option:
1)
Follow the steps in Configuring ToS Phone Features to access the Assigned
Phone Features page for a user.
2)
In the Action column, click Edit Feature in the appropriate Call Forward row.
3)
See the online Help for instructions on configuring and enabling a Call Forward
option.
Caller Identity
By default, the VCX system shows the Caller ID (name and extension) of the calling
phone on the Display Panel of the telephone receiving the call if that telephone supports
Caller ID. You can control whether the VCX system sends Caller ID information.
To configure the Caller Identity feature:
1)
Follow the steps in Configuring ToS Phone Features to access the Assigned
Phone Features page for a user.
2)
In the Action column, click Edit Feature in the Caller Identity row.
The Caller Identity Feature page appears.
3)
To enable the feature, ensure a check mark appears in the Blocked box. To
disable the feature, remove the check mark.
When enabled, all calls from this phone the Display Panel on the called phone
shows “Anonymous” rather than the caller’s name and extension.
4)
Click Update.
Configuring Personal Speed Dial Numbers
You can configure two types of speed dial numbers, system speed dials and personal
speed dials.
z
System speed dial numbers are available to all phone extensions configured in the
VCX system. System speed dial configuration is described in Configuring System
Speed Dial Numbers.
z
Personal speed dial numbers are configured for a particular extension and are
available only to that extension.
You can enter up to nine personal speed dial entries for each user extension. Each
speed dial entry is associated with an index number, 1 through 9 inclusive. To use a
personal speed dial number, the user enters Feature code 601 plus the appropriate
index number. While you (and users) can also map speed dial numbers to Access
buttons on a telephone, the Feature code 601 plus index number method allow speed
dialing on phones that do not have Access buttons.
To configure the personal speed dial feature:
Follow the steps in Configuring ToS Phone Features to access the Assigned
1)
Phone Features page for a user.
2)
In the Action column, click Edit Feature in the Speed Dial row.
3)
See the online Help for instructions on configuring personal speed dial entries.
Directed Call Pickup
The Call Pickup feature allows a user to answer a call that is ringing on another
telephone.
There are two types of call pickup:
Directed Call Pickup — Allows one user to answer a call ringing on the phone of a
z
second user. Both users must be members of the same Directed Call Pickup group.
Each Directed Call Pickup group is assigned a security code. A user must enter this
security code when using Directed Call Pickup to answer a call.
Group Call Pickup — Allows a user to answer a call ringing on the phone of any
z
user who is a member of a configured Group Call Pickup group. No security code is
required. Group Call Pickup configuration is described in Configuring Call Pickup
Groups.
To configure the Directed Call Pickup feature:
1)
Follow the steps in Configuring ToS Phone Features to access the Assigned
Phone Features page for a user.
2)
In the Action column, click Edit Feature in the Directed Call Pickup row.
3)
See the online Help for instructions on configuring and enabling a Directed Call
Pickup group.
Remote Forward Universal
The Remote Forward Universal feature allows a user to configure the forwarding
options of a telephone from another telephone in the network. The Remote Forward
Universal feature is useful if, for example, a person A (at extension 1000) is on vacation
and all of person A’s calls must be forwarded to person B (at extension 1001). This
feature enables person B to configure Call Forward Universal on the source phone
(person A). Note that person A can be at one site and person B can be at a different site.
You must authorize use of the Remote Forward Universal feature for the extension
whose calls will be forwarded. In this example, you would enable the Remote Forward
Universal feature on extension 1000 and specify that extension 1001 is allowed to
forward calls to extension 1000. Extension 1001 then uses Feature Code 468 to specify
the destination extension for calls to extension 1000.
When enabled, the LED (if available) on extension 1000 flashes for all forwarded calls,
and the LCD displays a call forward message.
To configure the Remote Forward Universal feature:
1)
Follow the steps in Configuring ToS Phone Features to access the Assigned
Phone Features page for the extension whose calls you to forward (extension 1000 in the
example).
2)
In the Actions column, click Edit Feature in the Remote Forward Universal row.
3)
See the online Help for instructions on configuring and enabling the Remote
Forward Universal feature.
Silent Monitor and Barge In
The Silent Monitor and Barge In feature is enabled on the phone of an agent. Calls to
the agent can be monitored by a supervisor who can also participate in (barge in) to a
monitored call.
To configure the Silent Monitor and Barge In feature:
1)
Follow the steps in Configuring ToS Phone Features to access the Assigned
Phone Features page for the user whose phone will be monitored.
2)
In the Actions column, click Edit Feature in the Silent Monitor and Barge In row.
3)
See the online Help for instructions on configuring and enabling the Silent
Monitor and Barge In feature.
Configuring Features Mapped to Telephone Buttons
VCX software maps calling features to buttons on VCX telephones. For example, many
phones have a button users press to transfer a call to another destination. Mapping a
feature to a button allows one-touch access to that feature.
Every VCX phone has a set of default features mapped to buttons. For the 3Com
Business telephones (Model 3102), Manager’s telephone (Model 3103) and 350x
Series IP Phones, a button mapping template determines what features are available
for a particular phone model (see Using Button Mapping Templates). The template
available for each phone model is determined by the Type of Service (ToS) assigned to
the enabled phone profile.
Unless locked by the template, you can change the features mapped to telephone
buttons for individual extensions. For example, you can enable a button on a user’s
phone as a bridged line and map the button to the extension of the primary (bridged)
phone.
To map features to buttons on a user’s telephone:
1)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
2)
Locate the user whose phone buttons you want to configure.
3)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
4)
Click Button Mappings.
The Button Mappings page appears.
5)
See the online Help for instructions on mapping features to telephone buttons.
Blocking Anonymous Callers
You can block all incoming calls to an extension that arrive from anonymous sources.
With this feature incoming calls with Identification Protection are blocked—the caller
must allow his or her number to be identified to communicate with the called phone.
To block anonymous calls to an extension:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Click Phones in the Phones column.
The User - Assigned Phones page appears.
3)
Click Call Restrictions in the Actions column.
The Call Restrictions page appears.
4)
See the online Help for instructions on blocking anonymous calls.
Configuring Phone Call Restrictions
You can use call restrictions to block specific incoming and outgoing dialing patterns for
a phone. These are commonly referred to as blacklists (blocked patterns) and whitelists
(allowed patterns). You can configure block and allow lists for both incoming and
outgoing calls.
If the incoming or outgoing number matches both the blocked list pattern and the
allowed list pattern (for example, 847* is configured for block list and 847262* is
configured for allow list), the block list always takes precedence.
The standard format for all dial patterns is <number pattern>*, for example 900*.
The call restrictions feature described in this section allows you to define incoming and
outgoing call restrictions for a single phone. Call restrictions may also be configured
(as whitelists and blacklists) in the Class of Service (CoS) to which a phone is
assigned. If there is a conflict between the calling restrictions defined for the phone
and the restrictions defined for a phone's CoS, VCX software applies the restrictions
defined in the CoS. See Configuring Class of Service
You can use the VCX Administrator provisioning application to:
z
Add call restrictions.
z
View current call restrictions.
z
Delete call restrictions.
To add, view, or delete call restrictions for a phone extension:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Click Phones in the Phones column.
The User - Assigned Phones page appears.
3)
Click Call Restrictions in the Actions column.
The Call Restrictions page appears.
4)
See the online Help for instructions on managing call restrictions.
Configuring Call Coverage for a Telephone
Incoming calls that are not answered or cannot be answered because the destination is
busy or unreachable, follow a specific call coverage pattern. Call coverage determines
how a call is routed when a phone is not answered.
Every phone extension has a default coverage point to handle unanswered calls. There
are three default call coverage options:
z
Calls can be redirected to the phone’s voice mailbox (this is the default).
z
Calls can be redirected to a telephone number, extension, or auto attendant.
z
Calls are not redirected. The caller hears a busy tone or the phone continues to ring
until the caller hangs up.
If Call Fallback is enabled for the extension, voice mail is the only valid call coverage
option. Call Fallback is enabled in the phone profile assigned to a group of phones. Call
Fallback can also be set for individual phones on the User Phone Settings page (see
Modifying a User’s Phone Settings).
The combination of call coverage to voicemail and Call Fallback works as follows:
A call to extension A gets forwarded to extension B if extension A is busy. Extension
A has also enabled the Fall Back option. Extension A receives a call that gets
forwarded to extension B. However, extension B is also busy. Instead of sending the
call to extension B's coverage point or call forwarding destination, VCX returns the
call to extension A's voice mail.
In addition to the default call coverage point, you can create a coverage plan for a
phone extension. A coverage plan consists of coverage rules. A rule specifies the call
coverage point (voice mailbox or number) to which unanswered calls should be
redirected based on a specific date, day of the week, or time. For example, you can
configure a coverage rule that specifies unanswered calls on weekdays be forwarded to
one extension and unanswered calls on weekends be redirected to another telephone
number.
The following types of scheduled coverage rules are available (listed in order of priority):
z
One-time events
You can configure a rule for a one-time event that lasts for a single day, multiple
days, or part of a day.
z
Repeating events
You can configure a rule for events that repeat on a weekly basis. These events
span one day or less.
z
Default coverage
You can assign multiple coverage rules to a phone extension, each rule covering a
different time window (event). However, one-time and repeating events cannot overlap.
Changing the Default Call Coverage Point for a Phone
When you create a phone extension and associated voice mailbox, VCX software
automatically assigns the extension’s voice mailbox as the default coverage point. You
can change the default call coverage point to a telephone number (or extension) to
which unanswered calls to the extension should be redirected. Alternatively, you can set
the default to no coverage.
To change the default call coverage for a phone extension:
1)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
2)
Locate the user whose phone features you want to configure.
3)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
4)
In the Actions column, click Call Coverage.
5)
See the online Help for instructions on changing the default call coverage point.
Adding a Call Coverage Rule for a Telephone Extension
When you create a phone extension and associated voice mailbox, VCX software
automatically assigns the voice mailbox as the default coverage point. In addition to the
default coverage point, you can create a call coverage plan for the extension.
As described in Configuring Call Coverage for a Telephone, a call coverage plan
consists of coverage rules. Each rule is based on a date, day, or time event.
You have two options when assigning a call coverage rule to an extension:
You can assign a predefined coverage rule. See Adding a Predefined Call
z
Coverage Rule for an Extension.
This option allows you to select coverage settings previously configured through options
on the DIRECTORY interface and are available to all phone extensions configured on
this server. These options are described in Configuring Call Route Plans and include:
Coverage rules based on a holiday — See Managing Holidays.
Coverage rules based on the day of the week — See Managing Week Day Bands.
Coverage rules based on a time range— See Managing Day Time Bands.
Coverage rules based on a date or date range — See Managing Calendar Bands.
You can create a call coverage rule for this phone extension. A rule created for an
z
individual extension is, by default, not available to other extensions. See Creating a
Call Coverage Rule for an Extension.
Adding a Predefined Call Coverage Rule for an Extension
To add a predefined call coverage rule for a phone extension:
1)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
2)
Locate the user whose phone features you want to configure.
3)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
4)
In the Actions column, click Call Coverage.
5)
See the online Help for instructions on adding a predefined call coverage rule.
New rules are assigned to the phone extension and take effect immediately.
You cannot edit a predefined rule (for example, to adjust the time). You must delete the
rule and either assign a different predefined rule or create a rule for the extension with
the correct settings.
Creating a Call Coverage Rule for an Extension
To create a call coverage rule for a phone extension:
1)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
2)
Locate the user whose phone features you want to configure.
3)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
4)
In the Actions column, click Call Coverage.
The Coverage Rules page appears. This page displays the coverage rules in effect
for the phone.
5)
Click Add Coverage Rule.
6)
See the online Help for instructions on creating a call coverage rule.
New rules are assigned to the phone extension and take effect immediately.
Editing a Call Coverage Rule for an Extension
You can edit a call coverage rule created for an phone extension (for example, to adjust
the time). These rules are created and assigned for individual phone extensions
through the USERS interface.
Predefined call coverage rules, created through the DIRECTORY interface, can be
deassigned from an extension (through the USERS interface) but must be edited
through the DIRECTORY interface (see Configuring Call Route Plans).
To edit a call coverage rule for a phone extension:
1)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
2)
Locate the user whose phone features you want to configure.
3)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
4)
In the Actions column, click Call Coverage.
5)
See the online Help for instructions on editing a call coverage rule.
Edited rules take effect immediately.
Deleting a Call Coverage Rule
When you remove a coverage rule for a phone extension, an unanswered call is either
redirected by another rule or, if no rule applies, to the default coverage point.
To remove one or more coverage rules from a phone extension:
1)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
2)
Locate the user whose phone features you want to configure.
3)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
4)
In the Actions column, click Call Coverage.
5)
Do one of the following:
z
To remove a single coverage rule, click Delete in the Actions column.
z
To remove a multiple coverage rules, enable the check box preceding the name
of each rule and click Delete Selected.
A confirmation box appears verifying you really want to remove these coverage
rules from the hunt group.
6)
Click OK.
Configuring Selective Ringing
The default ring tone for an incoming call is specified in the phone profile assigned to a
phone. See Creating a Phone Profile. You can configure ring tones to identify particular
callers or calls to a particular extension. This referred to as selective ringing.
You can configure ring tones to identify calls based on source number. These are calls
to an extension from inside callers, outside callers, or private callers. You can configure
ring tones to identify calls based on destination number (calls to a bridged line or
hunt/ACD group extension).
Note the following selective ringing considerations:
z
For source-based selective ringing, you can configure distinct ring tones for up to
10 telephone numbers.
z
For destination-based selective ringing, you can configure distinct ring tones for up
to 10 bridged line extensions and hunt/ACD group extensions combined. Selective
ringing for bridged extensions has priority over hunt group extensions.
For example, if you do not configure selective ringing for a bridged extension, you
can configure selective ringing for 10 hunt/ACD group extensions. If you configure
selective ringing for 2 bridged extensions, you can configure selective ringing for 8
hunt/ACD group extensions.
If you exceed the selective ringing limit for hunt/ACD group extensions, VCX
software sorts the extensions by ascending number and implements selective
ringing up to the allowed limit. For example, if you configure selective ringing for 2
bridged extensions and 12 hunt/ACD group extensions (1001 through 1012), VCX
software implements selective ringing for the two bridged extensions and for
hunt/ACD group extensions 1001 through 1008. Hunt/ACD group extensions 1009
through 1012 use the default hunt/ACD group ring tone configure in the phone
profile.
For each number configured for selective ringing, you can select one of 9 tones and for
each tone you can choose to have the telephone ring once, twice, or three times.
To set a selective ring tone for a phone:
1)
Select Users Menu > Users > Users.
The Users page appears.
2)
Click Phones in the Phones column.
The User - Assigned Phones page appears.
3)
Click Selective Ringing in the Actions column for the user’s phone you want to
4)
See the online Help for instructions on configuring selective ringing.
configure.
Configuring Bridged Extensions
This section describes how to bridge a VCX phone extension.
A bridged phone grants permission for other extensions to receive calls intended for the
bridged extension. For example, extension 100 grants bridged permissions to
extensions 120 and 121. A call to extension 100 rings on all three extensions (100, 120,
and 121). The call can be answered by any of the three extensions. If the call is
unanswered, the caller is directed to the call coverage point for extension 100.
The bridged phone is sometimes referred to as the primary phone. The phone receiving
bridged calls is sometimes referred to as the secondary phone. A secondary phone
must be on the same site as the primary phone.
A VCX Connect system provides telephony services for users in a single site. The
primary and secondary extension (or extensions) must be on the same site.
A bridged extension is typically used by an administrative assistant (the secondary
phone) to accept calls for up to five managers (primary phones). Or one manager
(primary phone) may be monitored by up to five assistants (secondary phones). A call to
the primary extension rings on the primary extension and on all secondary extensions.
Optionally, you can enable MWI (Message Waiting Indicator) on a secondary phone.
When enabled, the following features are available on the secondary phone:
z
The MWI light on the secondary phone will light when a caller leaves a message at
the primary phone and the display panel on the secondary phone shows the number
of new and old messages in the voice mailboxes of both the secondary phone and the
primary phone.
z
Pressing the MSG button on the secondary phone lists both mailboxes and allows
the secondary user to access the voice mailbox of the primary user. Note that the
secondary user can access the primary user’s voice mailbox even if the primary user
is logged off or the primary phone extension has been disabled.
Bridge permissions can be configured, by a user, through the VCX User web interface
or, by the administrator, through the VCX Administrator provisioning application. If
bridge permissions are configured for an extension through the Administrator interface,
the Bridge Permissions tab in the VCX User interface for that extension has
preassigned values. However, the user assigned that extension can delete a
administrator-assigned bridge permission or assign others.
Bridging is not supported on the Basic phone (Model 3101) 3500, 3500B and 3501.
For more information on how bridge permissions work and feature interaction, see the
VCX Telephone Guide.
Managing the Number of Available Bridged Lines
When you create a phone extension, you assign it to a phone profile. By default, VCX
software provides two bridged lines. This allows a primary extension to grant bridging
permission to two secondary extensions. It also allows a secondary extension to map
two telephone buttons as bridged lines to one or two primary extensions.
You can increase or decrease the number of available bridged lines. The maximum is
five bridged lines. The minimum is zero bridged lines.
The number of available bridged lines is controlled by the following two fields:
z
Number of Lines — Determines the number of lines (referred to as System
Appearance or SA lines) a phone can use to make or receive calls. This field appears
on the Phone Profile page and applies to all extensions assigned to the phone profile
(see Creating a Phone Profile).
However, the Number of Lines field also appears on the User Phone Settings page
for each extension (see Modifying a User’s Phone Settings). The value specified on
this page overrides the global value specified on the Phone Profile page.
The default value is 3 SA lines. The range is from 1 to 9 lines.
z
Number of Bridged Lines — Determines the number lines a phone (either primary
or secondary) can use for bridging. The field appears on the User Phone Settings
page. The default value is 2 bridged lines. The range is from 0 to 5 lines. As explained
below, the number of bridged lines must be at least 1 less than the number of
specified SA lines.
Note that, because the Number of Bridged Lines field does not appear on the phone
profile page (which applies settings globally), you must set the number of available
bridged lines individually for each primary extension on the User Phone Settings
page.
How the lines (SA or bridged) are configured on a particular telephone depends on the
button mapping template in effect for that phone. Button mapping templates are
specified in a Type of Service (see Configuring Type of Service), and ToS is specified in
a Phone Profile. VCX software includes two button mapping templates for the following
3Com telephones: Model 3102 and Model 3103. For 350x Series IP Phones, VCX
software includes only one button mapping templates.
By default, the button mapping templates for Model 3102 telephone map 3 buttons as
SA lines. No buttons are mapped as bridged lines.
The Model 3103 telephone has 3 SA lines available but does not map buttons to those
lines. No buttons are mapped as bridged lines.
Ensure that each phone model has enough SA lines to support the number of primary
bridged lines you want to configure. For example, if you want a phone extension to have
five primary bridged lines, verify that:
z
For all phone models, ensure that the User Phone Settings page for the extension
has the Number of Lines field set to six or more.
z
For the Model telephone ensure that the button mappings in effect for the phone
extension have at least six SA lines mapped.
The number of bridged lines must be at least 1 less than the number of specified SA
lines because a primary phone must have at least one SA line available to receive hunt
group calls.
At this point, the SA lines on the primary phone are still not considered primary bridged
lines because the primary has not granted bridge permission to any secondary
extensions. Consequently, a hunt group call rings on the primary’s first SA line.
As soon as bridge permission is granted to the five secondary phone extensions. the
first five SA lines on the primary become primary bridged lines. This means that, even if
no secondary mapped a line to that primary, a hunt group call would ring on the
primary’s sixth SA line.
Note that a button mapping template can control the number of available bridged lines.
Each phone extension is associated with three templates (through the ToS specified in
the phone profile), one for each telephone model. Consider the following examples.
Example 1
z
The phone profile Number of Lines value is 3.
z
The 3102 button mapping template maps 3 SA lines.
In this case, the number of primary bridged lines is the lowest number of mapped SA
lines minus 1. As the lowest number of mapped SA lines is 2, the number of primary
bridged lines is set to 1. You can work around this configuration by changing the
Number of Bridged Lines value from 1 to 2 on the User Phone Settings page for the
extension using the 3102 button mapping template.
Example 2
z
The phone profile Number of Lines value is 5.
z
The 3102 button mapping template assigned to the extension maps 3 SA lines.
In this case, the number of primary bridged lines is set to 2 (3 mapped SA lines minus 1).
However, there are 2 unmapped SA lines available. If you increase the Number of
Bridged Lines field for an extension to 3, VCX software automatically tries to map a
fourth SA line to a button (to maintain the number of bridged lines = number of mapped
SA lines - 1 requirement). If no button can be mapped, the system generates an error
message.
Example 3
If you modify a button mapping template so that the number of mapped SA lines is less
than or equal to the number of bridged lines, the number of available bridged lines is
automatically reset to the number of mapped SA buttons minus 1. For example, if the
new button mapping template has only 2 mapped SA buttons, the number of available
bridged lines is reduced to 1 if the current value is more than 1.
Note that the current Number of Bridged Lines field value will not change if there is no
conflict. If you change to a button mapping template with 1 mapped SA button, the
Number of Bridged Lines field value is reduced to 0. If you subsequently change to a
template that maps more SA buttons, the Number of Bridged Lines field value is not
increased automatically. You must manually update the field value on the User Phone
Settings page for individual phone extensions.
Adding Bridge Permission for an Extension
This section describes how to grant bridged permission, on a primary extension, to one
or more secondary extensions. You can grant permission for up to five secondary
extensions. The actual number of allowed secondary extensions is determined by the
number of available System Appearance (SA) lines. See Managing the Number of
Available Bridged Lines for more information.
To grant permission for a secondary phone to receive calls to a primary phone:
1)
Access the office location of the user whose phone you want to bridge (see
Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
3)
Locate the user assigned to the phone you want to designate as the primary (the
phone whose calls you want to allow other phones to receive).
4)
In the Phones column, click the Phones link.
The User - Assigned Phones page appears for the selected user.
5)
In the Actions column, click Bridge Permissions.
6)
See the online Help for instructions on granting bridge permissions for an
extension.
The preceding steps identified, on the primary (bridged) extension, the secondary
extensions that will be able to answer calls for the primary phone. The next step is to
map the primary extension to a button on each secondary phone. See Mapping Bridged
Extensions.
Mapping Bridged Extensions
This section describes how to map a bridged extension (a primary phone) on a
secondary phone that has been granted permission to answer calls to a primary phone.
Bridge mapping associates or “maps” a primary extension to a button on the secondary
phone. When a call is placed to the primary extension, it also rings on the secondary
phone so that it can be answered by either the primary phone user or the secondary
phone user.
Mapped bridge extensions can be configured, by a user, through the VCX User web
interface or, by the administrator, through the VCX Administrator provisioning
application. If a bridged extension is mapped through the Administrator interface, the
Button Mappings tab in the VCX User interface for the secondary phone shows the
primary extension mapped to a button. However, the secondary user can change the
button mapping unless you lock it (see Dynamic Button Mapping Overview).
As described in Managing the Number of Available Bridged Lines, a secondary phone
can map up to five buttons to a primary extension. The secondary can, at any time,
modify the number of bridged lines mapped to a primary. For example, a phone
extension has five primary bridged lines configured and a secondary has five lines
mapped to that primary. If an administrator changes the number of bridged lines to four
for that primary, no error is reported to the secondary which still has five lines mapped
to the primary. The secondary would just never receive a call on the fifth bridged line.
Bridging is not supported on the Basic phone (Model 3101).
To map a primary extension to a button on a secondary phone:
1)
Access the office location of the user whose phone you want to configure as a
secondary phone (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Users > Users.
A list of the users configured on this server appears.
3)
Locate the user assigned to the phone you want to designate as the secondary
(the phone that will receive calls to the primary phone).
4)
In the Phones column, click the Phones link for the secondary phone.
The User - Assigned Phones page appears for the selected user.
5)
In the Actions column, click Button Mappings.
6)
See the online Help for instructions on mapping a bridged extension on a
secondary phone.
You can specify that calls to a bridged extension generate a distinctive ring tone on
phones mapped to the bridged extension. The bridged extension (primary phone) rings
normally.
z
The ring tone can be specified in the phone profile to which the secondary phone is
assigned (see Creating a Phone Profile).
z
The ring tone can be specified for each extension mapped to the bridged extension
(see Configuring Selective Ringing).
A ring tone specified for a phone mapped to the bridged extension overrides the ring
tone configured in phone profile.
Configuring Global Telephone Features
This chapter describes how to configure telephone features that apply to all the phones
in your VCX system (a region, a region and its branches, or a VCX Connect single-site
system).
This chapter includes the following topics:
Configuring System Speed Dial Numbers
Configuring Camp On Parameters
Using Button Mapping Templates
Configuring Call Park
Be sure to set your Web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Configuring System Speed Dial Numbers
This section describes how to globally configure speed dial numbers. System speed
dial numbers are available to any user at any site in your VCX system.
You can also configure personal speed dial numbers for individual users (see
Configuring Personal Speed Dial Numbers). Personal speed dial numbers can be
managed by users through the VCX User interface. However, users cannot add,
delete, or modify system speed dial numbers.
You create system speed dial numbers through the VCX Administrator provisioning
application. System speed dial numbers can be configured for local and remote VCX
phone extensions, and for external numbers.
System speed dial numbers are subject to Class of Service restrictions. For example,
if a phone is assigned to a CoS that prohibits dialing toll calls, a system speed dial
configured for a toll number will not work on that phone.
A user can invoke a system speed dial telephone number using one of the following
methods:
z
Access the System Speed Dial Directory through the telephone LCD Display Panel,
then press a soft button to dial the selected entry.
z
Enter the system speed dial feature code (700) followed by the index number
associated speed dial (1 for the first speed dial number, 2 for the second speed dial
number, and so on).
Map a dedicated telephone access button to a system speed dial number, which
z
enables one-touch speed dialing.
The server on which you configure system speed dial numbers depends on your VCX
system:
If your VCX system is configured as a single-site system (for example, a VCX
z
Connect system), access the Central Manager in your web browser by using the IP
address of the VCX system.
If your VCX system is configured as a multi-site system (regional and branch sites;
z
multiple regional sites; or, multiple, linked VCX Connect systems), access the Central
Manager and select the site that was enabled as the system speed dial master site
during the initial configuration of VCX software. You cannot manage system speed
dials through any other site.
To manage a system speed dial number:
1)
From the Central Manager, select the VCX server that has been designated the
system speed dial master site (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Configurations > System Speed Dials.
3)
See the online Help for instructions on adding, modifying, or deleting system
speed dial entries.
By default, system speed dial entries are available to users connected to the system
speed dial master site, including branch offices. To make the system speed dial entries
available to users at other regions in a multi-site system or to users at different VCX
Connect sites, you must run the config.sh script. This script is also used to add users
to the Global Directory. Log on to each region that will share the system speed dial
entries and run the config.sh script as described in Directly Adding a User Directory to
the Global Directory.
Configuring Camp On Parameters
This section describes how to configure Camp On parameters. The configured
parameter values apply to all Types of Service that include the Camp On feature (see
Configuring Type of Service).
Camp On allows a user who places a call to a busy or an unanswered internal
telephone to be called back when the called telephone becomes available. When a user
activates Camp On, the system monitors the called telephone. When the called
telephone becomes available, the system automatically rings the calling party and
redials the call.
Camp On can be invoked in either of the following calling conditions:
z
Call Transfer — Allows a user to invoke Camp On while transferring a call to
another extension. The calling party waits on hold until the transfer destination
becomes available.
z
New Call — Allows a user to invoke Camp On if the called party does not answer.
The user enables Camp On and specifies the called party's extension. The user can
then hang up or place another call. When the called party becomes available, the
system automatically calls the user and then the called party's extension.
The two Camp On parameters that you can configure apply to the two types of Camp
On calls:
Camp On Return Interval — Determines how long a transferred caller waits on hold.
z
If the Camp On Return Interval elapses before the transfer destination becomes
available, the transferred caller is reconnected with the transferring caller.
The default Camp On Return Interval is 150 seconds (2½ minutes). The range of
valid values is 30 to 300 seconds.
Camp On Callback Timeout — Determines how long a caller who initiated Camp
z
On waits for a return call from an unavailable destination. If the Camp On Callback
Timeout value elapses before automatic callback from the called party occurs, the
Camp On operation is canceled.
The default Camp On Callback Timeout value is 1800 seconds (30 minutes). The
range of valid values is 300 to 3600 seconds (5 to 60 minutes).
To change the default Camp On Return Interval or Camp On Callback Timeout values:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Configurations > Camp On.
3)
See the online Help for instructions on modifying Camp On parameters.
Using Button Mapping Templates
3Com maps calling features to buttons on VCX telephones. For example, many phones
have a button users press to transfer a call to another destination. Mapping a feature to
a button allows one-touch access to that feature.
Every VCX phone has a set of default features mapped to buttons. For the 3Com
Business telephones (Model 3102), Manager’s telephone (Model 3103), and 350x
Series IP Phones, you can change the default feature-to-button mapping to enable
different features. This capability is referred to as dynamic button mapping.
Dynamic Button Mapping Overview
You have the following dynamic button mapping options for the Business and
Manager’s telephones:
z
You can specify that all users of a particular phone model use the same button
mapping. You enable this option by selecting a button mapping template for a Type of
Service (ToS) and assigning that ToS to a phone profile (see Managing Phone
Profiles).
VCX software includes, by default, two button mapping templates for each
supported phone type. You can, however, create your own template for a phone
type, assign it to a ToS, and assign that ToS to a phone profile.
z
You can override the button mappings specified for a phone type in the ToS by
mapping buttons for individual users.
You can also allow your users to map buttons to features on their own phones through
the VCX User interface. Or, you can prevent users from mapping some or all buttons by
locking a feature to a button.
Managing Button Mapping Templates
The Button Mappings List page displays the configured button mapping templates. You
can use this page to create a new template, edit an existing template (including the
default templates, or delete a template.
To display the button mapping template list:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Services > Button Mapping Templates.
The Button Mapping Templates List page appears. See Figure 34.
Figure 34 Button Mapping Templates List Page
Figure 34 shows the eleven default button mapping templates.
3)
To view the button mappings for a template, click on the template name. For
example, Figure 35 shows the default button mappings for in the 3103 Default Template.
Figure 35 3103 Default Template Button Mapping
There are two default button mapping templates for each supported phone type.
For the Model 3103 Manager’s telephone, you can map 8 buttons.
3103 Default Template — Maps one of the 8 buttons to the Call Forward Universal
z
(CFU) function.
3103 Default Template - NO CFU — Omits the CFU mapping and maps that
z
button to the Feature function.
For the Model 3500, 3500B or 3501 telephone, you can map 2 buttons.
3500 Default Template — Omits the CFU mapping and maps that button to the
z
Feature function.
3500B Default Template — Omits the CFU mapping and maps that button to the
z
Feature function.
3501 Default Template — Omits the CFU mapping and maps that button to the
z
Feature function.
For the Model 3502 telephone, you can map 15 buttons.
3502 Default Template — Omits the CFU mapping and maps that button to the
z
Feature function.
For the Model 3503 telephone, you can map 21 buttons.
3503 Default Template — Omits the CFU mapping and maps that button to the
z
Feature function.
Creating a Button Mapping Template
If the button mapping in any of the default templates does not suit your needs, you can
either modify the default template (see Modifying a Button Mapping Template) or create
your own template.
See Deleting a Button Mapping Template for considerations when mapping System
Appearance lines or bridged lines.
To create a button mapping template:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Services > Button Mapping Templates.
The Button Mappings List page appears.
3)
Click Add Button Mapping.
The Add Button Mapping page appears.
4)
See the online Help for instructions on creating a button mapping template.
Mapping System Appearance Lines
Button mapping System Appearance (SA) lines requires special consideration. SA lines
determine the number lines a phone can use to make or receive calls.
On Model 3102 you can map a maximum of 9 buttons as System Appearance lines. You
cannot map System Appearance lines on the Model 3103 phone and 350x Series IP
Phones.
While a Model 3102 button mapping template can map 9 buttons as SA lines, the actual
number of lines available for an extension is determined by the value specified in the
Number of Lines field. This field appears on the Phone Profile page and the User Phone
Settings page. For the 350x Series IP Phones, you cannot map buttons as SA lines.
When you create a phone profile and assign it to an extension, the value specified in the
Number of Lines field is the same on both the Phone Profile page and the User Phone
Settings page. If you modify the Number of Lines field on the User Phone Settings page,
that value overrides the value specified in the phone profile.
If the number of mapped System Appearance lines in a button mapping template
exceeds the number of lines specified in the phone profile or on the User Phone
Settings page, VCX software will generate an error when you try to save the template.
Bridged lines also require special consideration. A bridged (primary) extension grants
permission to other (secondary) extensions to answer calls made to the bridged
extension. The number of lines an extension can use for bridging is specified in the
Number of Bridged Lines field on the User Phone Settings page.
For a Model 3102 button mapping template, you can map up to 5 buttons to the
Secondary Bridged Extension feature.
For a Model 3103 button mapping template, you cannot map buttons to the Secondary
Bridged Extension feature but can configure 5 secondary bridged extensions to the
template.
For a Model 3502 button mapping template, you cannot map buttons to the Secondary
Bridged Extension feature but can configure 3 secondary bridged extensions to the
template.
For a Model 3503 button mapping template, you cannot map buttons to the Secondary
Bridged Extension feature but can configure 4 secondary bridged extensions to the
template.
For a Model 3500B, 3500, 3501 button mapping templates, you cannot map buttons to
the Secondary Bridged Extension feature.
However, you must have sufficient SA lines available (but not necessarily mapped). See
Managing the Number of Available Bridged Lines.
Deleting a Button Mapping Template
You can delete any existing button mapping template except the VCX-supplied default
templates. However, you cannot delete a template that is linked to a ToS. See
Configuring Type of Service for information on removing a button mapping template
from a ToS.
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Services > Button Mapping Templates.
The Button Mappings List page appears.
3)
In the Actions column of the template you want to remove, click Delete.
A confirmation dialog pops up asking you to confirm you want to delete the selected
button mapping template.
4)
Click OK.
The template is deleted from the Button Mappings List page.
You can delete multiple templates in one step by enabling the check box next to each
template and clicking Delete Selected.
Modifying a Button Mapping Template
You can modify any existing button mapping template, including the VCX-supplied
default templates.
You can change a button mappings in a template currently assigned to a set of
extensions (through the Type of Service used by the phone profile). Whether of not the
changes overwrite the previously configured button mappings depends on the following
considerations:
z
A new button mapping that is locked is propagated to all phones using the modified
template.
z
A new button mapping that is not locked will be propagated to any phone that has
not changed (customized) that button mapping. If the phone has customized a button
mapping that conflicts with the modified template, the customized mapping is
retained.
When you modify a button mapping template and save it, VCX software checks the
mappings for all phones using the template and generates a list of the phone
extensions with customized button mappings.
Consider the following examples. The 3102 Default Template maps button 6 to Do Not
Disturb. All phone initially assigned to this template have Do Not Disturb mapped to that
button by default.
z
Phone A has not customized button 6. You modify the 3102 Default Template and
remap button 6 to Camp On but do not use the Lock option.
Button 6 on Phone A is now mapped to Camp On.
z
Phone A has customized button 6 and mapped it to View Hunt Group. You modify
the 3102 Default Template and remap button 6 to Camp On but do not use the Lock
option.
Button 6 on Phone A retains the customized View Hunt Group mapping.
z
Phone A has customized button 6 and mapped it to View Hunt Group. You modify
the 3102 Default Template and remap button 6 to Camp On and do use the Lock
option.
Button 6 on Phone A is now mapped to Camp On. The customized mapping is
overridden.
However, these conditions do not apply if you assign a different button mapping
template to a set of phone extensions (see Configuring Type of Service). In this case,
the button mappings in the new template are applied to all extensions. If a phone has
customized button mappings that conflict with the new template, a confirmation
message appears. You can choose to cancel the operation (retain the previous
template mappings) or proceed with the operation (customized button mappings are
overridden by mappings in the new template).
If you want to modify the number of mapped System Appearance lines or the number of
bridged lines, see Mapping System Appearance Lines for more information. Any button
mapping template change that conflicts with the number of configured lines, bridged
lines, and mapped SA lines generates a validation error.
To modify a button mapping template:
From the Central Manager, select a VCX server (see Accessing a VCX Site
1)
through the Central Manager).
2)
Select Users Menu > Services > Button Mapping Templates.
The Button Mappings List page appears.
3)
Click the name of the template you want to edit.
The Edit Button Mappings page appears.
4)
See the online Help for instructions on modifying a button mapping template.
Mappable Features
This section lists the features you can map to buttons when you create a button
mapping template.
Table 20 shows the features you can map to buttons on the VCX Business Telephone
(Model 3102).
Table 20 Mappable Features for Model 3102 Telephone
Anonymous Next
Mapped by
User?
Yes
Anonymous Now
Yes
Attendant Serial Call
Yes
Barge In
Yes
Block Monitor
No
Feature
Number/Index or Additional
Arguments
Transfer destination number
Busy Lamp Field
No
Destination number
Call
Yes
Destination number
Call History
Yes
Camp On
Yes
COS Override
Yes
Destination number
User extension number
User password
Customer Accounting and
Billing Codes
Yes
Security code
Directed Pickup
Yes
Do Not Disturb
Yes
Extend Wrap Up
Yes
Feature
Yes
Forced Account Codes
Yes
Forward Busy
Yes
Destination number
Forward Ring No Answer
Yes
Destination number
Forward Universal
Yes
Destination number
Global Directory
Yes
Headset (3102 only)
Yes
Destination number
Feature code for the feature to be
invoked
Hunt/ACD Group Mem Status
Mapped by
User?
Yes
Local Directory
Yes
Lock/Unlock Phone
Yes
Malicious Call Trace
Yes
OK
Yes
Feature
Number/Index or Additional
Arguments
Hunt/ACD Group number
Override Wrap Up
Yes
Park
Yes
Park extension
Personal Speed Dial
Yes
Index number
Phone Login Logout
Yes
Release
Yes
Source extension
Remote Fwd Universal
Yes
Secondary Bridged Extension
Yes
Destination extension
Bridged extension number
Send Beep
Yes
Extension to receive beep tone
Silent Monitor
Yes
Extension to be monitored
For the Model 2102, you can
configure a maximum of 3 System
Appearance buttons. The default is
3.
System Appearance
No
System Speed Dial
No
For the Model 3102, you can
configure a maximum of 9 System
Appearance buttons. The default is
3.
Index number
Transfer to Vmail
Yes
Destination mailbox number
View ACD Group
Yes
View Hunt Group
Yes
View Personal Speed Dials
Yes
View System Speed Dials
Yes
Table 21 shows the features you can map to buttons on the VCX Manager’s Telephone
(Model 3103). Note that you cannot map buttons to System Appearance lines. By
default, the Manager’s Telephone provides 10 soft button System Appearance lines,
which cannot be modified.
Table 21 Mappable Features for the Model 3103 Telephone
Anonymous Next
Mapped by
User?
Yes
Anonymous Now
Yes
Attendant Serial Call
Yes
Barge In
Yes
Block Monitor
No
Busy Lamp Field
No
Destination number
Call
Yes
Destination number
Call History
Yes
Camp On
Yes
Feature
Number/Index or Additional
Arguments
Transfer destination number
Destination number
Feature
Mapped by
User?
COS Override
Yes
Number/Index or Additional
Arguments
User extension number
User password
Customer Accounting and
Billing Codes
Yes
Security code
Directed Pickup
Yes
Do Not Disturb
Yes
Extend Wrap Up
Yes
Feature
Yes
Forced Account Codes
Yes
Forward Busy
Yes
Destination number
Forward Ring No Answer
Yes
Destination number
Forward Universal
Yes
Destination number
Fwd Mail
Yes
Global Directory
Yes
Hands free
Yes
Headset
Yes
Hunt/ACD Group Mem Status
Yes
Local Directory
Yes
Lock/Unlock Phone
Yes
Malicious Call Trace
Yes
OK
Yes
Override Wrap Up
Yes
Park
Yes
Park extension
Personal Speed Dial
Yes
Index number
Phone Login Logout
Yes
Release
Yes
Remote Fwd Universal
Yes
Destination number
Feature code for the feature to be
invoked
Hunt/ACD Group number
Source extension
Destination extension
Retrieve VMail
Yes
Send Beep
Yes
Extension to receive beep tone
Silent Monitor
Yes
Extension to be monitored
System Speed Dial
No
Index number
Transfer to Voicemail
Yes
Destination mailbox number
View ACD Group
Yes
View Hunt Group
Yes
View Personal Speed Dials
Yes
View System Speed Dials
Yes
Configuring Call Park
This section describes how to globally configure call park for a VCX system. Call park
allows a user to place a call in a holding pattern where it can retrieved by any user from
any telephone on the system.
When a call is parked, it is assigned a call park extension. The call park extension can
be explicitly assigned by the user or the user can allow the system to automatically
assign the next available call park extension number. The parked call can then be
retrieved by dialing the call park extension.
The call park extension numbers assigned by the system are 800 through 899 inclusive.
The VCX system allows you configure a call park range with a maximum of 2000
numbers. The length of a call park number can be from 2 digits to 10 digits, inclusive.
VCX software will not allow you to configure a call park range that conflicts with existing
extensions (for example, extensions configured for users, groups, or emergency
numbers).
When a user parks a call, the VCX system will not allow the user to specify a call park
extension that is configured for some other purpose. For example, if the call park
extension range overlaps numbers configured for voicemail access, a hunt group, or
user extensions, the VCX system will ignore the user-specified call park extension and
use the next available, valid call park extension.
You must ensure that the dial strings in your selected call park range are allowed by
the dial plan in effect on your VCX system. If, for example, you specify a call park
range of 4000 through 4099, the dial plan in effect must include a dial rule that allows
four-digit dial strings that begin with 4. See Configuring Dial Plans.
By default, a call remains parked for 5 minutes. However, you can adjust this value. If
the call is not answered 5 minutes after it is parked, the user who parked the call is
called back. If the user is not available, the parked call is forwarded to the user’s call
coverage point.
To configure the call park feature:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Configurations > Call Park.
3)
See the online Help for instructions on managing Call Park extensions.
Configuring Groups
This chapter describes how to configure VCX telephone user groups and includes the
following topics:
Configuring Call Pickup Groups
Configuring Page Groups
Configuring Hunt Groups and Attendants
Automatic Call Distribution (ACD) Groups and Attendants
Using the Group Search Tool
Be sure to set your Web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Configuring Call Pickup Groups
A VCX telephone user can use a call pickup feature to answer a call that is ringing on
another VCX telephone.
There are two types of call pickup:
z
Directed Call Pickup — Allows a user to answer a call ringing on the phone of a
specific user. To answer the call, the user enables the Directed Pickup feature
(feature code *455), enters a security code, and then enters the extension of the
ringing phone. This transfers the call to the user. See Directed Call Pickup.
z
Group Call Pickup — Allows a user to answer a call ringing on the phone of any
user who is a member of a configured Call Pickup group. A Call Pickup group is a
collection of phones that allow each member of the group to answer another
member's calls if:
z
The other member's telephone is ringing.
z
The other member's telephone has a flashing call appearance light but the call
itself is not ringing because the phone has been programmed with Ring Delay or
No Ring options.
You can also configure a Call Pickup group to allow non-group members to answer
a call ringing on a phone in the group. Enable the Globle Pickup Allowed function on
the Call Pickup Group menu.
Call Pickup configuration requires two general steps: create the group, then add
members to the group.
Call Pickup group configuration is subject to the following limits:
z
Each site can support a maximum of 200 groups.
z
Each group can support a maximum of 75 members.
z
An extension can be a member of a maximum of 200 groups.
To create a Call Pickup group:
1)
From the Central Manager, select the VCX server on which you want to create
the Call Pickup group (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Groups > Call Pickup Groups.
The Call Pickup Groups page appears.
3)
See the online Help for instructions on configuring a Call Pickup Group.
You can create a maximum of 200 Call Pickup Groups for each site.
Adding Members to a Call Pickup Group
To add members to a Call Pickup Group:
1)
From the Central Manager, select the VCX server on which you want to create
the Group Call Pickup group (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Groups > Call Pickup Groups.
The Call Pickup Groups page appears.
3)
Click the Phones link in the Actions column for appropriate group.
4)
See the online Help for instructions on adding members to a Call Pickup Group.
Each Call Pickup group can include a maximum of 75 members.
To remove a phone from a group, click Unassign for the appropriate phone number. To
delete multiple phones, select them by enabling the check box next to each entry and
click Unassign Selected.
Configuring Page Groups
You can configure Page Groups to allow a group member to send a voice audio
message to other group members. Member phones must be equipped with a speaker.
Paging is one-way only; page recipients cannot respond to the page.
Depending on how you configure paging on the system, users may be able to send the
following types of pages from a member phone:
z
Send a page to a single phone (individual page).
z
Send a page to many phones (group page).
z
Send a page to an external paging amplifier.
z
Send a page to a group and to an external paging amplifier.
Page group members must be local users.
A telephone can belong to multiple page groups, however a telephone can only receive
one page at a time.
When you create a page group, you assign phone extensions as members of the group.
You also assign an extension to the page group. When a group member dials the group
page extension, speakers are activated on the telephones that are members of the
group. As the member speaks into the handset, the member’s voice is broadcast on the
activated speakers. Note that a user does not need to be a member of a page group to
send a page to that group.
A page will not be broadcast on a phone if any of the following conditions are true:
z
The phone is not a member of the target page group.
z
The phone is not logged in.
z
The phone is processing a call (that is, the call is ringing, connected, or on hold).
z
The phone has redirect features enabled (Do Not Disturb, Call Forwarding, or
Forward to Voicemail).
A page is subject to the following restrictions:
z
Users cannot park, transfer, hold, conference, or pick up a page.
z
Users cannot camp on a page group extension.
z
A page cannot be bridged (see Mapping Bridged Extensions for information about
bridging).
A page sender or receiver can drop the page by either using the speaker button to
disconnect the page, by picking up and replacing the receiver, or by pressing the
Release button.
Page Group configuration is subject to the following limits:
z
Each site can support a maximum of 100 groups.
z
Each group can support a maximum of 300 members.
z
An extension can be a member of a maximum of 100 groups.
Page Group configuration requires two general steps: create the group, then add
members to the group.
Creating a Page Group
To configure a Page Group:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Groups > Page Groups.
3)
See the online Help for instructions on configuring a Page Group.
You can create a maximum of 100 Page Groups for each site.
Adding Members to a Page Group
To add members to a Page Group:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Groups > Page Groups.
3)
On the Page Groups page, click on the Phones link in the Actions column for the
appropriate group.
4)
See the online Help for instructions on adding members to a Page Group.
Each Page Group can include a maximum of 300 members.
Configuring Hunt Groups and Attendants
You can establish formal and informal call centers so that incoming calls can be
directed to several telephones that have been associated into hunt groups or
attendant coverage.
A call center is a general term that refers to any system that accepts incoming calls
to a site, ensures that those calls are sent to the proper destination within the site,
and manages database records on call activity and distribution. The call center can
be used, for example, as a help desk, a reservations counter, an information hotline,
or a customer service center.
Hunt Groups:A hunt group is a group of VCX phone extensions that are configured
to share a virtual extension. An incoming call to the virtual extension rings on the
phone of one hunt group member. If that member’s telephone is in use, or if that
member does not answer the call, the system “hunts” for another member of the
group until the call is answered or is forwarded to the group call coverage point. For
example, if there are no available members of the hunt group, the call might be
forwarded to a group mailbox or to the receptionist.
You can configure a hunt group in which all members are fax machines. Incoming
faxes are routed to an available fax machine. Depending on the type of hunt group
configured, if no fax machine is available, pending faxes may be queued until a
machine becomes available or they may be sent to the call coverage point.
The method used to hunt for an available hunt group member is determined by a
configured call ring pattern for that group. Pattern types include linear, circular, and
calling groups. These patterns are described in the section, Hunt Group Types.
Hunt Group Types
The type of hunt group determines how incoming calls are allocated to group
members. You can configure a linear hunt group, a circular hunt group, and a calling
group.
To illustrate the differences between hunt group types, assume you have configured
four members (A, B, C, and D) for each type. Note that a member must be logged in
to both the VCX system and the group to receive a call.
z
Linear Hunt Group — An incoming call always rings at the first member phone of
the group, then, if the call is not answered, at the phone of the next member in the
group list.
For example, if A, B, C, and D are all logged in, an incoming call will always ring first
at member A’s extension. If A does not answer, the call is routed to member B’s
extension, and so on until the last member of the group is reached. If no member is
logged in, the call is routed to the call coverage point immediately. When the total
timeout value configured for the group is reached or the last hunt group member
fails to answer (whichever happens first), the call is routed to the call coverage
point.
z
Circular Hunt Group — An incoming call rings at the member phone following the
member to whom the last call was routed. If the call is not answered, the call rings at
the phone of the next member in the group list.
For example, if A, B, C, and D are all logged in and member B received that last call,
the next call will ring at member C’s extension. If C does not answer, the call is
routed to member D’s extension, and so on until the total timeout value for the
group is reached (see the discussion of timeout values later in this section).
z
Calling Group — An incoming call rings simultaneously on all member phones that
are logged in. If a member phone is already involving in another call, it also rings, and
its MWI led will keep blinking until the new call is answered.
For each hunt group type, you configure two timeout values:
z
Device Timeout — Specifies how long the VCX call processor rings at one
extension before moving to the next extension if there is no answer.
z
Total Timeout — Specifies how long the VCX call processor attempts to make a
connection within the group before directing the call to the group’s call coverage point.
You can configure the call coverage point to be:
z
A voice mailbox
z
Another group
z
An individual extension
z
An Auto Attendant number
z
An external phone number
Each hunt group has a default call coverage point. However, you can also create a call
coverage plan that specifies where unanswered calls should be redirected based on a
specific date, day of the week, or time. See Hunt Group and Attendant Call Coverage
Options.
Table 22 summarizes how the five group types route incoming calls.
Table 22 Hunt Group and Calling Group Behavior
Condition
No members
Linear Hunt
Group Result
Go to call
coverage.
All members logged
out
Go to call
coverage.
All members busy
Go to call
coverage.
All members
available
Route call to first
member in the list.
Total timeout
reached
Go to call
coverage.
Circular Hunt
Group Result
Go to call
coverage.
Wait for a member
to log in or until
total timeout
reached.
Wait for a member
to become
available or until
total timeout
reached.
Route call to the
member following
the member to
whom the last call
was routed.
Go to call
coverage.
Calling Group
Result
Go to call
coverage.
Wait for a member
to log in or until
total timeout
reached.
Queue the call
and wait for an
available member
or until total
timeout reached.
Ring all member
phones.
Go to call
coverage.
Hunt Group calls routed to a call coverage point always go to the point configured for
the Hunt Group, not to the point configured for (or by) the Hunt Group member (that is,
the member’s personal call coverage point). If the member has Do Not Disturb
enabled, personal (non-Hunt Group) calls go to the call coverage point. However,
Hunt Group calls always ring on a member’s phone, regardless of the Do Not Disturb
setting.
Attendants
In addition to hunt groups, you can use the VCX hunt group configuration menu options
to configure attendant call coverage.
An attendant is typically responsible for answering and redirecting calls to a company,
division, or department main telephone number. Attendant responsibilities may be
handled by one person (for example, a operator or administrative assistant) or by
multiple people.
Configuring a Hunt Group or Attendant
This section provides information on how to configure a hunt group or attendant.
When you create a hunt group or attendant, you specify the extension callers dial to
access the group or attendant. VCX software automatically creates the extension and
an associated voice mailbox.
You need the following IP Messaging information:
Voice Mail Number — Identifies the extension dialed by the call processor to
z
access the IP Messaging voicemail system.
Announcement Number — Identifies the recording a caller hears before the call is
z
answered (for example, “Your call is important to us. Please hold for the next
available agent.”).
Music On Hold Number — Identifies the extension dialed by the call processor to
z
play a MOH recording when a caller is put on hold.
When a caller dials a group or attendant number, the call processor connects the call,
redirects the caller to the announcement number, and hunts for the next available agent.
If no announcement number is configured, the call processor redirects the caller to
MOH and hunts for the next available agent. If neither an announcement number or
MOH number is configured, the caller hears ringing while the call processor hunts for
the next available agent.
You can add users at remote sites (for example, a branch office) to a hunt group or
attendant configured on another site (for example, a regional office). To enable a
group member at a branch office to access the group’s voice mailbox (or hear MOH or
announcements), which is configured on the regional office, you must create a route
plan on the branch that identifies the IP Messaging server running at the regional
office. See Configuring Routes for Global IP Messaging on a Branch Office.
Group (hunt group and attendant) configuration is subject to the following limits:
z
Each site can support a maximum of 150 groups.
z
Each group can support a maximum of 75 members.
z
An extension can be a member of a maximum of 25 groups.
To configure a hunt group or attendant:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
Click Add Hunt Group.
4)
See the online Help for instructions on configuring a hunt group or attendant.
Once you have created a hunt group or attendant, you can set up call coverage rules
(see Hunt Group and Attendant Call Coverage Options) and add users (see Adding or
Removing Local User Extensions for a Hunt Group or Attendant).
Data Synchronization and Hunt Groups
As with user extensions and mailboxes (VCX Data Synchronization), VCX software
synchronizes hunt group data configured on a VCX IP Telephony server by exporting
the data to an IP Messaging server.
When you configure a hunt group, you specify the number callers dial to access the
group. VCX software automatically creates the extension and synchronizes the hunt
group configuration data shown in Table 23 between the IP Telephony server and the IP
Messaging server.
Table 23 Synchronized Hunt Group Data
Add/Modify
Hunt Group
Page Field
Description/Comment
Group Address
Specifies the number dialed by callers to reach the hunt group.
VCX software automatically creates the extension and IP
Messaging automatically creates an associated voice mailbox.
Defines the IP Messaging permissions and features enabled for a
mailbox.
Class of Service
When you select a listed COS, IP Messaging uses that Class of
Service for the mailbox associated with the hunt group.
Specifies the number dialed by the call VCX call processor to
access to an audio file configured through the IP Messaging
Administration interface. This is the recording (either a voice or
music) a caller hears when put on hold.
Music on Hold
Number
z
z
If the number is not already configured on the IP Messaging
server, the IP Messaging software creates it.
If the number is already configured on the IP Messaging
server, the hunt group uses the existing number.
Identifies the audio file used by the MOH number.
Music on Hold
File
Voice Mail
Number
The MOH file field on the Hunt Group page lists all the audio files
available for use with the MOH number. You must select an
existing file.
Specifies the voicemail number the call processor dials to access
voicemail services on the IP Messaging server.
z
z
If the number is not already configured on the IP Messaging
server, the IP Messaging software creates it.
If the number is already configured on the IP Messaging
server, the hunt group uses the existing number.
Automatic mailbox creation through data synchronization is subject to VCX software
license rules. You must have sufficient license keys to support the number of phones
and mailboxes on your system. See the VCX Maintenance Guide for detailed
information.
You cannot use a IP Messaging provisioning interface to modify a voicemail extension
or a MOH extension/MOH file association that has been imported from a hunt group
configuration. While the interface allows the modification, during the next data
synchronization operation, the modification is overwritten with the original value.
Similarly, you cannot use a IP Messaging provisioning interface to delete a voicemail
extension or a MOH extension that has been imported from a phone profile.
Hunt Group and Attendant Call Coverage Options
Every hunt group and attendant has a default coverage point to handle unanswered
calls. There are two default call coverage options:
z
Calls can be redirected to the hunt group or attendant’s voice mailbox (this is the
default).
z
Calls can be redirected to a telephone number or extension.
In addition to the default call coverage point, you can create a coverage plan for a hunt
group or attendant. A coverage plan consists of coverage rules. A rule specifies the call
coverage point (voice mailbox or number) to which unanswered calls should be
redirected based on a specific date, day of the week, or time. For example, you can
configure a coverage rule that specifies unanswered calls on weekends be redirected to
another telephone number.
The following types of scheduled coverage rules are available (listed in order of priority):
z
One-time events
You can configure a rule for a one-time event that lasts for a single day, multiple
days, or part of a day.
z
Repeating events
You can configure a rule for events that repeat on a weekly basis. These events
span one day or less.
z
Default coverage
You can assign multiple coverage rules to a hunt group or attendant, each rule covering
a different time window (event). However, one-time events cannot overlap, and
repeating events cannot overlap.
In a multi-site VCX environment, hunt group or calling group members can be located in
different time zones. Scheduled coverage rules are executed within the time zone
provisioned for the hunt group, not according to hunt group member location.
You can enable night service or night attendant coverage by creating a call coverage
rule that designates an extension, auto attendant, or voice mailbox as the coverage
point during non-business hours.
Changing the Default Call Coverage Point for a Group
When you create a hunt group or attendant, VCX software automatically assigns the
group’s voice mailbox as the default coverage point. You can change the default call
coverage point to a telephone number or extension to which unanswered calls to the
group or attendant should be redirected. Note that you cannot delete the default
coverage point.
To change the default call coverage point:
From the Central Manager, select a VCX server (see Accessing a VCX Site
1)
through the Central Manager).
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
Click on the Call Coverage link in the Actions column for the appropriate hunt
4)
See the online Help for instructions on configuring call coverage for a hunt group
group.
or attendant.
Adding a Call Coverage Rule for a Group
When you create a hunt group or attendant, VCX software automatically assigns the
group’s voice mailbox as the default coverage point. In addition to the default coverage
point, you can create a call coverage plan for the group.
As described in Hunt Group and Attendant Call Coverage Options, a call coverage plan
consists of coverage rules. Each rule is based on a date, day, or time event.
You have two options when assigning a call coverage rule to a group:
You can assign a predefined coverage rule.
z
This option allows you to select coverage settings previously configured through
options on the DIRECTORY interface and are available to all groups and attendants
configured on this server. These options are described in Configuring Call Route
Plans and include:
z
Coverage rules based on a holiday — See Managing Holidays.
z
Coverage rules based on the day of the week — See Managing Week Day
Bands.
z
z
Coverage rules based on a time range— See Managing Day Time Bands.
Coverage rules based on a date or date range — See Managing Calendar
Bands.
You can create a call coverage rule for this group or attendant. A rule created for an
z
individual group or attendant is, by default, not available to other groups or
attendants.
Adding a Predefined Call Coverage Rule for a Group
To add a predefined call coverage rule for a group:
1)
Access the office location of the group whose call coverage you want to
configure (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
Click the Call Coverage link in the Actions column for the appropriate hunt group.
4)
See the online Help for instructions on adding a predefined call coverage rule for
a group.
New rules are assigned to the hunt group or attendant and take effect immediately.
You cannot edit an existing rule (for example, to adjust the time).
Creating a Call Coverage Rule for a Group
To create a call coverage rule for a group:
1)
Access the office location of the group whose call coverage you want to
configure (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
Click the Call Coverage link in the Actions column for the appropriate hunt group.
4)
See the online Help for instructions on adding a call coverage rule for a group.
The Coverage Rule(s) page reappears and the new rule is listed.
New rules are assigned to the hunt group or attendant and take effect immediately.
You cannot edit an existing rule (for example, to adjust the time).
Deleting a Call Coverage Rule
When you remove a coverage rule for a hunt group or attendant, an unanswered call to
the group is either redirected by another rule or, if no rule applies, to the default
coverage point.
To remove one or more coverage rules from a hunt group or attendant:
From the Central Manager, select a VCX server (see Accessing a VCX Site
1)
through the Central Manager).
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
Locate the row for the group whose rule you want to delete and click Call
Coverage in the Actions column.
The Coverage Rule(s) page appears listing all currently assigned coverage rules for
the group.
4)
Do one of the following:
z
To remove a single coverage rule, click Delete in the Actions column.
z
To remove multiple coverage rules, enable the check box preceding the name of
each rule and click Delete Selected.
A confirmation box appears verifying you really want to remove these coverage
rules from the hunt group.
5)
Click OK.
Adding or Removing Local User Extensions for a Hunt Group or Attendant
After creating a hunt group or attendant, you can manage group membership by
assigning users to, or removing members from, the group.
Group members can be local or remote (or both) users.
Local users have extensions on the same site on which the hunt group or attendant
z
is configured. Adding local users is described in this section.
Remote users have extensions on a regional or branch office, which is not the site
z
hosting the hunt group or attendant. Adding remote users is described in Adding or
Removing Remote User Extensions for a Hunt Group or Attendant.
The order in which user extensions are added to a group determines the order in which
phones ring within the group (however, you can later rearrange the ringing sequence;
see Reconfiguring the Ring Sequence of Group Members). Each hunt group or
attendant group can support a maximum of 75 members. The maximum numbers of
groups to which an extension can be a member is 25; see Configuring the Message
Waiting Indicator for Hunt Group Members for additional information.
To add or remove local user extensions for a hunt group or attendant:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
See the online Help for instructions on adding a local extension to, or removing a
local extension from, a group.
You can specify that calls to a hunt group extension generate a distinctive ring tone on
phones assigned to the hunt group.
The ring tone can be specified for each extension assigned to the hunt group (see
z
Configuring Selective Ringing).
If not specified for an extension, the hunt group ring tone is determined by the
z
phone profile to which the extension is assigned (see Creating a Phone Profile).
A ring tone specified for a hunt group member extension overrides the ring tone
configured in phone profile.
Adding or Removing Remote User Extensions for a Hunt Group or Attendant
This section describes how to add remote user extensions to, or remove remote user
extensions from, a hunt group or attendant. These users have extensions on a regional
or branch office, not the site hosting the group. To add local users to a group, see
Adding or Removing Local User Extensions for a Hunt Group or Attendant.
Adding or removing remote user extensions for a hunt group or attendant is a two step
process:
1)
On the site hosting the group, add the phone extension of the remote user to (or
remove the extension from) the group. Each hunt group or attendant group can support a
maximum of 75 members.
2)
On the site hosting the user extensions, add the extension to (or remove the
extension from) the remote group. The maximum numbers of groups to which an extension can be
a member is 25 (see Configuring the Message Waiting Indicator for Hunt Group Members for
additional information).
To add or remove a remote user extension for a hunt group or attendant:
1)
From the Central Manager, select the VCX server on which the group is
configured.
2)
Select Users Menu > Groups > Hunt Groups.
3)
See the online Help for instructions on adding a remote extension to, or removing
a remote extension from, a group.
Next, you must access the site hosting each user extension and add each extension to
(or remove the extension from) the remote group.
1)
From the Central Manager, select the VCX server on which the phone extension
is configured.
2)
Select Users Menu > Phones > Phones.
The Phones page appears.
3)
Locate the phone extension you want to add or remove for the group.
4)
In the Actions column, click Hunt Groups.
5)
See the online Help for instructions on adding an extension to, or removing an
extension from, a remote group.
Editing or Removing a Hunt Group or Attendant
You can modify hunt group or attendant attributes established during initial configuration
(for example, the group name or class of service). You can also remove a group or
attendant no longer in service.
To edit or remove a hunt group or attendant:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
See the online Help for instructions on editing or removing a hunt group or
attendant.
Reconfiguring the Ring Sequence of Group Members
The order in which you add hunt group or attendant member phones determines the
initial order in which those phones ring when a call arrives. You can modify the ring
sequence by changing a member’s rank within the group.
To modify the ring sequence of a hunt group or attendant:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > Hunt Groups.
3)
See the online Help for instructions on reconfiguring the ring sequence for a hunt
group or attendant.
Changing the Login Status of Group Members
Hunt group or attendant members must be logged in to the group to receive calls.
Group members can change their login status through the VCX User Interface or the
Telephone User Interface (TUI), but you may want to override the current login status,
for example, if a hunt group member forgets to log out and leaves the office for the day.
Note the following hunt group and attendant considerations:
When a group member initiates a malicious call trace (MCT) on any call, that
z
member is automatically logged out of all groups to which the user belongs. However,
the user can still accept direct-dialed internal calls.
If a group member uses attendant serial calling to transfer a call and then logs out
z
of the group, the transferred call returns to another available group member.
To change the log in status of a hunt group or attendant member:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
Locate the group containing the member whose login status you want to modify
and click Status in the Actions column.
The Hunt Group - Status page appears.
4)
Locate the member whose login status you want to modify and select the new
status (Logged Out or Logged In) in the Status drop down list.
See Configuring the Message Waiting Indicator for Hunt Group Members for
information on the Message Waiting Indicator (MWI) field.
5)
Click Submit.
The group member’s status is updated.
Configuring the Message Waiting Indicator for Hunt Group Members
As described in Configuring a Hunt Group or Attendant, you can specify a call coverage
point for a hunt group or attendant. One possible call coverage point is the voicemail
account associated with the group extension. If a caller leaves voicemail for the group,
you can specify which member phones receive notification of the new voicemail
message. Notification is sent by illuminating the Message Waiting Indicator (MWI) light
on a phone. You can configure a hunt group or attendant so that some, one, or all
members receive notification. Once the message is reviewed, the MWI is extinguished
on all phones.
In addition to MWI illumination, a member configured to receive group voicemail
notification also sees group mailbox status in the display panel on his or her phone. The
member presses the phone’s Message button to display a list of accessible voice
mailboxes. The list includes the member’s personal mailbox and any group mailboxes
from which the member is configured to receive notification. The member’s extension
could also be bridged to a primary extension and therefore have access to the primary
extension’s voice mailbox.
For example, extension 641001 is a member of two hunt groups, Service and Support,
and is configured to receive voicemail notification when a caller leaves voicemail for
either group. Extension 641001 is also bridged to the primary extension 641005. When
a user presses the Message button on extension 641001, the telephone display panel
shows the following information:
z
The number of messages in the personal mailbox for extension 641001.
z
The number of messages in the mailbox for the hunt group Service.
z
The number of messages in the mailbox for the hunt group Support.
z
The number of messages in the mailbox for primary bridged extension 641005.
Note that the display panel can list 26 mailbox status entries. The display panel always
lists the mailbox for phone’s extension. Therefore the display panel can list a maximum
of 25 status entries for group mailboxes and bridged extension mailboxes. Once the
maximum is reached, additional group or bridged extension mailboxes will not be listed.
To change the message waiting indicator of a hunt group or attendant member:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > Hunt Groups.
The Hunt Groups page appears.
3)
Locate the group containing the member whose MWI status you want to modify
and click Status in the Actions column.
The Hunt Group - Status page appears.
4)
Locate the member whose MWI status you want to modify.
5)
In the MWI column, check the MWI status that you want to assign to this hunt
group member:
6)
z
Check the box to enable MWI notification for this member.
z
Clear the check box to disable MWI notification for this member
Click Submit.
The new configuration is applied to the hunt group or attendant member.
Automatic Call Distribution (ACD) Groups and Attendants
A call center is the general term that refers to any system that accepts incoming calls to
a site, ensures that those calls are sent to the proper destination within the site, and
manages database records on call activity and distribution. For example, you can use
the call center as a help desk, a reservations counter, an information hotline, or a
customer service center. A telephone call center typically manages collections of
telephone extensions that are linked to a centralized database.
The Automatic Call Distribution (ACD) distributes calls to agents and queues the calls
that have not been answered before a pre-determined time period expires. The ACD
also manages recorded announcements to callers, manages individual ACD agents and
groups of agents, and provides database reports about both calls and agents.
ACD Groups
ACD group is similar in concept and practice to an Hunt group. However, an ACD group
includes other features, such as databaseand real time statistical capabilities, that are
specifically suited to call center operations.
To take full advantage of ACD, organize your ACD agents into ACD groups. An ACD
group is a number of agents that the system treats as a single entity for the purposes of
handling calls.
The method used to hunt/find for an available ACD group member(agent) is determined
by a configured call ring pattern for that group. Pattern types include linear, circular, and
calling groups, Most Idle Agent (MIA) group, Least Call Count (LCC) groups. These
patterns are described in ACD Group Types .
ACD Group Types
The type of ACD group determines how incoming calls are allocated to group members.
You can configure a linear ACD group, a circular ACD group, a calling group, a MIA
group, a LCC group.
To illustrate the differences between ACD group types, assume you have configured
four members (A, B, C, and D) for each type. Note that a member must be logged in to
both the VCX system and the group to receive a call.
z
Linear ACD Group — An incoming call always rings at the first member phone of
the group, then, if the call is not answered, at the phone of the next member in the
group list.
For example, if A, B, C, and D are all logged in, an incoming call will always ring first
at member A. If A does not answer, the call is routed to member B, and so on until
the last member of the group is reached; if the last member does not answer, the
call is routed to A again, and so on. When the total timeout time is reached or ACD
group members fail to answer, the call is routed to the call coverage point (see the
discussion of timeout values and call coverage points later in this section).
z
Circular ACD Group — An incoming call rings at the member phone following the
member to whom the last call was routed. If the call is not answered, the call rings at
the phone of the next member in the group list.
For example, if A, B, C, and D are all logged in and member B received that last call,
the next call will ring at member C’s extension. If C does not answer, the call is
routed to member D’s extension, and so on until the total timeout value for the
group is reached .
z
Calling ACD Group — An incoming call rings simultaneously on all member
phones that are logged in. If a member phone is already involving in another call, it
also rings, and its MWI led will keep blinking until the new call is answered.
For example, if A, B, C, and D are all available, an incoming call will ring
simultaneously at all four extensions until the total timeout value for the group is
reached .
The practical effects of this behavior are as follows:
z
A Calling Group call alerts an agent's telephone that is busy or on another call
once, then blinks on one of the System Appearance lines.
z
Only one call is served out to the ACD queue. The other calls must wait to be
served or routed to call coverage until after the Total Timeout value has been
reached.
z
If all Calling Group members are logged outthe system waits for a member to log
in. If no member logs in until the total timeout is reached, the system forwards
the call to call coverage.
z
You cannot configure the system to log out an agent that does not answer
automatically.
z
Most Idle Agent(MIA) ACD Group —The system can distribute calls to the group
on the basis of idle time; that is, the system directs the call to the agent who has been
idle for the longest amount of time, then to the agent that has been idle the next,
longest amount of time. If the second agent does not answer the call, the system then
treats the call as linear. The system estimates the idle times of each agent. After that,
the call is routed to the agent who has been idle for the longest amount of time, and
then to the agent who has been idle for the next longest amount of time, and so on. If
two agents have the same amount of idle times, the call is routed according to
priorities of the agents.
For example: if ‘A’, ‘B’, ‘C’ are logged in to the ACD group, then call is routed to the
member who is the most idle since it’s last ACD call. Say the idle timestamp of ‘A’,
‘B’, ‘C’ are t1, t2 and t3 respectively where t1 is greater than t2 and t2 is greater than
t3 then the call is routed to ‘C’. If all members are busy or logged out than call will
wait till the total timeout or any member comes into the available state. Upon total
timeout call is routed to the specified call coverage. .
z
LCC ACD Group —Least Call Count mode distributes calls to ACD agents based
on the number of calls that those agents have answered in a defined period of time.
In other words, the agent with the least number of answered calls for a given
duration of time becomes the next available agent. For example, two agents in a
group each have been logged in to their ACD group for ten minutes. Agent One, has
answered five calls and Agent Two has answered ten calls. In this case, the system
assigns Agent One to receive the next incoming call.
All types provide a timeout value that defines final call handling, such as voice mail
or extension, if the timeout value is exceeded.
For each ACD group type, you configure two timeout values:
z
Device Timeout — Specifies how long the VCX call processor rings at one
extension before moving to the next extension if there is no answer.
z
Total Timeout — Specifies how long the VCX call processor attempts to make a
connection within the group before directing the call to the group’s call coverage point.
You can configure the call coverage point to be:
z
A voice mailbox
z
Another group
z
An individual extension
z
An Auto Attendant number
z
An external phone number
Each ACD group has a default call coverage point. However, you can also create a call
coverage plan that specifies where unanswered calls should be redirected based on a
specific date, day of the week, or time. See ACD Group and Attendant Call Coverage
Options.
Table 24 summarizes how the three group types route incoming calls.
Table 24 ACD Group and Calling Group Behavior
ACD
Type
Linear
Circular
Most Idle
Agent
Least Call
Count
Calling
Group
No
Members
Members
logged
out
Agent
Ranks
Members
busy
Call
Override
Total
Timeout
Total
Timeout
Go to Call
coverage
Wait for
someone
to log in
or if
timeout
reached
Agents
list starts
with the
predefine
d list
Wait for
someone
to get free
or if
timeout
reached
Go to Call
Coverage
Go to Call
Coverage
Go to Call
coverage
Wait for
someone
to log in
or if
timeout
reached
Agents
list starts
at where
it stopped
in
previous
call
Wait for
someone
to get free
or if
timeout
reached
Go to Call
Coverage
Go to Call
Coverage
Wait for
somebod
y logs in
till Time
out
It
maintains
a queue
and starts
with the
most idle
agent
Queues
this call
and wait
for
somebod
y to get
free till
Time out
Go to Call
Coverage
Go to Call
Coverage
Wait for
somebod
y logs in
till Time
out
Agent
with the
lowest
number
of
absolute
calls
answered
, since
the
beginning
of the
oldest
active
shift, gets
the next
call
Queues
this call
and waits
for
somebod
y to get
free till
total
timeout
Go to Call
Coverage
Go to Call
Coverage
All Agent
phones
ring
regardles
s of rank
Queues
this call
and wait
for
someone
to get free
or if
timeout
reached
Go to Call
Coverage
Go to Call
Coverage
Go to Call
coverage
Go to Call
coverage
Go to Call
coverage
Wait for
somebod
y logs in
till Time
out
ACD Group calls routed to a call coverage point always go to the point configured for
the ACD Group, not to the point configured for (or by) the ACD Group member (that is,
the member’s personal call coverage point). If the member has Do Not Disturb
enabled, personal (non-ACD Group) calls go to the agent's call coverage point.
However, ACD Group calls always ring on a member’s phone, regardless of the Do
Not Disturb setting.
Multiple ACD Group Membership
If any agent is a member of more than one ACD group, the system tracks requirements
such as Least Call Count and Most Idle Agent so that these requirements are taken into
account when calls are routed to that agent.
For example, Agent One is a member of two ACD groups. Agent One's call count
reflects the total of calls received from both groups, so Agent One’s idle time reflects the
total for calls that come from both groups. The system routes calls to Agent One based
on this calculation.
You can use this feature to allow agents with different skill sets to be a part of multiple
ACD groups.
ACD Agent List
The ACD will only work on a select group of agents rather than the entire directory. The
system supervisor will have to create an ACD Agent List comprising of agent extensions.
Assigned agents belonging to the list can be added as members of the ACD.
The system does not support bridged station appearance behavior for ACD agents.
When a bridged station appearance is added as an agent to an ACD group, the
system routes incoming ACD group calls to the primary telephone only.
ACD Licenses
By default, agent users can be added into the ACD groups after the ACD agent license
is installed.
ACD License work with where ACD Group physically reside. Only the site on which the
ACD group resides on needs ACD License.
Voice Mail Port Usage
ACD Delayed Announcments (DA) will consume IPM Voicemail ports for playing audio
files on the All-in-One system. However there is a limitation of 120 maximum voicemail
ports.
Each delayed announcement session will use one voicemail port. If DA is configured but,
there is no port available on the IPM, then caller will remain in ACD queue however an
annoucement or ringback will not be played, caller will hear silence until the agent
phone starts ringing. No separate voicemail port pool is available for announcements.
ACD Group Populations
ACD administrators typically organize agents whose functions are logically related into
entities called ACD groups. These groups can be used instead or with the ACD Agent
List while creating (or modifying) the ACDs. ACD groups can be added as members of
the ACD along with the individual extensions from the ACD Agent List.
Attendants
In addition to ACD groups, you can use the VCX ACD group configuration menu options
to configure attendant call coverage.
An attendant is typically responsible for answering and redirecting calls to a company,
division, or department main telephone number. Attendant responsibilities may be
handled by one person (for example, an operator or administrative assistant) or by
multiple people.
Configuring an ACD Group or Attendant
This section provides information on how to configure an ACD group or attendant.
When you create an ACD group or attendant, you specify the extension callers dial to
access the group or attendant. VCX software automatically creates the extension and
an associated voice mailbox.
You need the following IP Messaging information:
z
Voice Mail Number — Identifies the extension dialed by the call processor to
access the IP Messaging voicemail system.
z
Delayed Announcement Number — Identifies the recording a caller hears before
the call is answered or while in call queue (for example, “Your call is important to us.
Please hold for the next available agent.”).
z
Closed Announcement Number —Identifies the recording a caller hears when the
ACD is closed.
z
Music On Hold Number — Identifies the extension dialed by the call processor to
play a MOH recording when a caller is put on hold.
When a caller dials a group or attendant number, the call processor connects the call,
redirects the caller to the announcement number, and ACDs for the next available agent.
If no announcement number is configured, the call processor redirects the caller to
MOH and ACDs for the next available agent. If neither an announcement number nor
MOH number is configured, the caller hears ringing while the call processor ACDs for
the next available agent.
You can add users at remote sites (for example, a branch office) to an ACD group or
attendant configured on another site (for example, a regional office). To enable a
group member at a branch office to access the group’s voice mailbox (or hear MOH or
announcements), which is configured on the regional office, you must create a route
plan on the branch that identifies the IP Messaging server running at the regional
office. See Configuring Routes for Global IP Messaging on a Branch Office.
Group (ACD group and attendant) configuration is subject to the following limits:
z
Each site can support a maximum of 150 groups.
z
Each group can support a maximum of 75 members.
z
An extension can be a member of a maximum of 25 groups.
To configure an ACD group or attendant:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager)
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Select an ACD group and enter the edit page, then select Custom Hours and
save the configuration.
4)
Click Add ACD Group.
5)
See the online Help for instructions on configuring an ACD group or attendant.
Once you have created an ACD group or attendant, you can set up call coverage rules
(see ACD Group and Attendant Call Coverage Options) and add users (see Adding or
Removing Local User Extensions for an ACD Group or Attendant).
Data Synchronization and ACD Groups
As with user extensions and mailboxes (VCX Data Synchronization), VCX software
synchronizes ACD group data configured on a VCX IP Telephony server by exporting
the data to an IP Messaging server.
When you configure a ACD group, you specify the number callers dial to access the
group. VCX software automatically creates the extension and synchronizes the ACD
group configuration data shown in Table 22 between the IP Telephony server and the IP
Messaging server
Table 25 Synchronized ACD Group Data
Add/Modify ACD
Group Page Field
Description/Comment
Group Address
Specifies the number dialed by callers to reach the ACD
group. VCX software automatically creates the extension and
IP Messaging automatically creates an associated voice
mailbox.
Defines the permissions and features enabled for a mailbox.
Class of Service
When you select a listed CoS, IP Messaging uses that Class
of Service for the mailbox associated with the ACD group.
Specifies the number dialed by the call VCX call processor to
access an audio file configured through the IP Messaging
Administration interface. This is the recording (either a voice
or music) a caller hears when put on hold.
Music on Hold
Number
If the number is not already configured on the IP Messaging
server, the IP Messaging software creates it.
If the number is already configured on the IP Messaging
server, the ACD group uses the existing number.
Identifies the audio file used by the MOH number.
Music on Hold File
Voice Mail Number
The MOH file field on the ACD Group page lists all the audio
files available for use with the MOH number. You must select
an existing file.
Specifies the voicemail number the call processor dials to
access voicemail services on the IP Messaging server.
If the number is not already configured on the IP Messaging
server, the IP Messaging software creates it.
If the number is already configured on the IP Messaging
server, the ACD group uses the existing number.
Automatic mailbox creation through data synchronization is subject to VCX software
license rules. You must have sufficient license keys to support the number of phones
and mailboxes on your system. See the VCX Maintenance Guide for detailed
information.
You cannot use the IP Messaging provisioning interface to modify a voicemail
extension, an announcement extension/announcement file association, or a MOH
extension/MOH file association that has been imported from a ACD group
configuration. While the interface allows the modification, during the next data
synchronization operation, the modification is overwritten with the original value.
Similarly, you cannot use the IP Messaging provisioning interface to delete a
voicemail extension, announcement extension, or a MOH extension that has been
imported from a phone profile.
ACD state information and ACD group counters
Administrator can see the ACD state and modify this state; or the ACD administrator
can configure a trigger for resetting the algorithm counter. For example, the counter can
be reset due to ACD state change or at a specified time.
ACD State information.
Typically, ACD starts working based on alwaysopen operations (24 hrs per day) or
specified working hours. You can click the Emergency Open link to have ACD operate
in the emergency mode as needed, and the emergency mode supercedes all other
ACD operational settings. The ACD stays open until user selects Emergency Close.
ACD Group Counters
This algorithm is applied for MIA groups and LCC groups. A timestamp and counter are
recorded for each agent to queue the calls. You can clear the timestamp and counter as
needed.
If an Agent 1001 belongs to a LCC ACD Group A and an ACD Group B of other ACD
type. 1001 answers a call from group B will also update the call counter in group A. But
the reset of Group B (Shift changes or Reset by administrator) will not update the
counter for 1001 in group A. If the On ACD State Chang checkbox is enabled for group
A, entering or quitting emergency mode will not reset the counters.
This feature is also used for timestamp in MIA Group
Configure ACD state and algorithm counter:
From the Central Manager, select a VCX server (see Accessing a VCX Site
1)
through the Central Manager)
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Click on the ACD state link in the Actions column for the appropriate ACD group.
4)
See the online Help for instructions on configure ACD state information and ACD
group counters.
5)
Click Save
The ACD state information and ACD group counters is updated.
ACD Shifts Options
An ACD group can be operational always or for a specific time interval i.e. custom hours.
ACD administrator shall be able to configure operational hours for an ACD group.
Administrator can configure day time and week day information. In operational hours,
ACD state would be open else it would be closed.
“Operational hours” settings would be used in:
z
Call distribution algorithm e.g. Most Idle agent and Least call count
z
Resetting statistics counter
There are following kind of operational hours supported in ACD:
z
Always open (24 hours operational)
z
Custom operational hours
z
Emergency or Dynamic Shifts
Always open
If always open option is selected, ACD would be in open state all the time. ACD calls
would be placed in ACD queue and would be attended by the agents whoever are
logged in depending upon their availability. Always open option is available by default.
Configure Custom hours
ACD supports custom hours which shall be configured by administrator to make it
operational. This flexibility gives business enterprises to make an ACD operational as
per their business need. There is a separate provisioning wizard/tab, which is disabled
by default, to configure operational hours for an ACD group.
VCX allows custom hours to be configured as follows:
z
Custom hours can be configured on weekly basis. Four shifts can be created for
each weekly day. Every shift contains start/end time in 24 hours format.
z
In ‘custom hours’ configuration, at least one shift in a week is mandatory.
z
ACD will be non operational outside of shift timing.
Any call to the ACD within the operating hours will be routed to the ACD agents and any
call that comes in out of the ACD operating hours, will listen a closed announcement, if
configured and will be forwarded to preconfigured ACD call coverage.
To configure the custom hours:
From the Central Manager, select a VCX server (see Accessing a VCX Site
1)
through the Central Manager)
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Click on the Custom hours link in the Actions column for the appropriate ACD
4)
See the online Help for instructions on configure custom hours.
group.
Emergency or dynamic shifts
Generally an ACD is operational based upon its configured/operational hours but if
need arises i.e. emergency case, an administrator can enable emergency mode as well
as can choose ACD behavior (open or close). This ACD state would be represented as
emergency open/close. This operation is possible in both types of the operational hours
(Always open/custom hours)
Similarly, an administrator can also disable emergency mode, if enabled already,
wherever he/she wants and subsequently ACD would be operational/non-operational
based upon original operational hour configuration. This operation is allowed through
ACD GUI interface.
If operational hour is of type ‘Always open’, and administrator enables emergency mode,
ACD would be operational if administrator has chosen ACD behavior as open otherwise
ACD would be non-operational (closed). Once administrator disables emergency mode,
ACD would become again operational if not already.
If operational hour is of type ‘Custom hour’, on enabling emergency mode, custom hour
settings won’t be in effect until administrator disables emergency mode. ACD would be
operational if administrator has chosen ACD behavior as open otherwise ACD would be
non-operational (closed). Once administrator disables emergency mode, ACD would
behave based upon pre-configured custom hour settings.
ACD Group and Attendant Call Coverage Options
Every ACD group and attendant has a default coverage point to handle unanswered
calls.
There are two default call coverage options:
z
Calls can be redirected to the ACD group or attendant’s voice mailbox (this is the
default).
z
Calls can be redirected to a telephone number or extension.
In addition to the default call coverage point, you can create a coverage plan for an
ACD group or attendant. A coverage plan consists of coverage rules. A rule specifies
the call coverage point (voice mailbox or number) to which unanswered calls should be
redirected based on a specific date, day of the week, or time. For example, you can
configure a coverage rule that specifies unanswered calls on weekends be redirected to
another telephone number.
The following types of scheduled coverage rules are available (listed in order of priority):
z
One-time events
You can configure a rule for a one-time event that lasts for a single day, multiple
days, or part of a day.
z
Repeating events
You can configure a rule for events that repeat on a weekly basis. These events
span one day or less.
z
Default coverage
You can assign multiple coverage rules to an ACD group or attendant, each rule
covering a different time window (event). However, one-time events cannot overlap,
and repeating events cannot overlap.
In a multi-site VCX environment, ACD group or calling group members can be located in
different time zones. Scheduled coverage rules are executed within the time zone
provisioned for the ACD group, not according to ACD group member location.
You can enable night service or night attendant coverage by creating a call coverage
rule that designates an extension, auto attendant, or voice mailbox as the coverage
point during non-business hours.
Changing the Default Call Coverage Point for a Group
When you create an ACD group or attendant, VCX software automatically assigns the
group’s voice mailbox as the default coverage point. You can change the default call
coverage point to a telephone number or extension to which unanswered calls to the
group or attendant should be redirected. Note that you cannot delete the default
coverage point.
To change the default call coverage point:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager)
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Click on the Call Coverage link in the Actions column for the appropriate ACD
4)
See the online Help for instructions on configuring call coverage for an ACD
group.
group or attendant.
Adding a Call Coverage Rule for a Group
When you create an ACD group or attendant, VCX software automatically assigns the
group’s voice mailbox as the default coverage point. In addition to the default coverage
point, you can create a call coverage plan for the group.
As described in ACD Group and Attendant Call Coverage Options, a call coverage plan
consists of coverage rules. Each rule is based on a date, day, or time event.
You have two options when assigning a call coverage rule to a group:
z
You can assign a predefined coverage rule.
This option allows you to select coverage settings previously configured through
options on the DIRECTORY interface and are available to all groups and attendants
configured on this server. These options are described in Configuring Call Route
Plans and include:
z
Coverage rules based on a holiday — See Managing Holidays.
z
Coverage rules based on the day of the week — See Managing Week Day
Bands.
z
Coverage rules based on a time range— See Managing Day Time Bands.
z
Coverage rules based on a date or date range — See Managing Calendar
Bands.
You can create a call coverage rule for this group or attendant. A rule created for an
z
individual group or attendant is, by default, not available to other groups or
attendants.
Adding a Predefined Call Coverage Rule for a Group
To add a predefined call coverage rule for a group:
1)
Access the office location of the group whose call coverage you want to
configure (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Click the Call Coverage link in the Actions column for the appropriate ACD
4)
See the online Help for instructions on adding a predefined call coverage rule for
group.
a group.
New rules are assigned to the ACD group or attendant and take effect immediately.
You cannot edit an existing rule (for example, to adjust the time).You must configure a
new time range on the page, and then reconfigure dial rules.
Creating a Call Coverage Rule for a Group
To create a call coverage rule for a group:
1)
Access the office location of the group whose call coverage you want to
configure (see Accessing a VCX Site through the Central Manager).
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Click the Call Coverage link in the Actions column for the appropriate ACD
4)
See the online Help for instructions on adding a call coverage rule for a group.
group.
The Coverage Rule(s) page reappears and the new rule is listed.
New rules are assigned to the ACD group or attendant and take effect immediately.
You cannot edit an existing rule (for example, to adjust the time). You must configure a
new time range on the page, and then reconfigure dial rules.
Deleting a Call Coverage Rule
When you remove a coverage rule for an ACD group or attendant, an unanswered call
to the group is either redirected by another rule or, if no rule applies, to the default
coverage point.
To remove one or more coverage rules from an ACD group or attendant:
1)
From the Central Manager, select a VCX server (see Accessing a VCX Site
through the Central Manager).
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Locate the row for the group whose rule you want to delete and click Call
Coverage in the Actions column.
The Coverage Rule(s) page appears listing all currently assigned coverage rules for
the group.
4)
Do one of the following:
z
To remove a single coverage rule, click Delete in the Actions column.
z
To remove multiple coverage rules, enable the check box preceding the name of
each rule and click Delete Selected.
A confirmation box appears verifying you really want to remove these coverage
rules from the ACD group.
5)
Click OK.
Adding or Removing Local User Extensions for an ACD Group or Attendant
After creating an ACD group or attendant, you can manage group membership by
assigning users to, or removing members from, the group.
Group members can be local or remote (or both) users.
Local users have extensions on the same site on which the ACD group or attendant is
configured. Adding local users is described in this section.
Remote users have extensions on a regional or branch office, which is not the site
hosting the ACD group or attendant. Adding remote users is described in Adding or
Removing Remote User Extensions for an ACD Group or Attendant.
The order in which user extensions are added to a group determines the order in which
phones ring within the group (however, you can later rearrange the ringing sequence;
see Reconfiguring the Ring Sequence of Group Members). Each ACD group or
attendant group can support a maximum of 75 members. The maximum numbers of
groups to which an extension can be a member is 25; see Configuring the Message
Waiting Indicator for ACD Group Members for additional information.
To add or remove local user extensions for an ACD group or attendant:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > ACD Groups.
The ACD Groups page appears.
3)
See the online Help for instructions on adding a local extension to, or removing a
local extension from a group.
You can specify that calls to an ACD group extension generate a distinctive ring
tone on phones assigned to the ACD group.
z
The ring tone can be specified for each extension assigned to the ACD group
(see Configuring Selective Ringing).
z
If not specified for an extension, the ACD group ring tone is determined by the
phone profile to which the extension is assigned (see Creating a Phone Profile).
A ring tone specified for an ACD group member extension overrides the ring tone
configured in phone profile.
Adding or Removing Remote User Extensions for an ACD Group or Attendant
This section describes how to add remote user extensions to, or remove remote user
extensions from, an ACD group or attendant. These users have extensions on a
regional or branch office, not the site hosting the group. To add local users to a group,
see Adding or Removing Local User Extensions for an ACD Group or Attendant.
Adding or removing remote user extensions for an ACD group or attendant is a three
step process:
1)
On the site hosting the group, assign a remote user extension as an ACD Agent.
Only ACD Agent can be assign to an ACD group. Assign an extension as an Agent will consume 1
ACD license and Unassign an Agent to ordinary extension will return 1 ACD license.
2)
On the site hosting the group, add the phone extension of the remote user to (or
remove the extension from) the group. Each ACD group or attendant group can support a
maximum of 75 members.
3)
On the site hosting the user extensions, add the extension to (or remove the
extension from) the remote group. The maximum numbers of groups to which an extension can be
a member is 25 (see Configuring the Message Waiting Indicator for Hunt Group Members for
additional information).
To add or remove a remote user extension for an ACD group or attendant:
1)
From the Central Manager, select the VCX server on which the group is
configured.
2)
Select Users Menu > Groups > ACD Agents.
3)
See the Online Help for instructions on assigning a remote extension as ACD
Agent, or unassigning an Agent to ordinary extension.
4)
Select Users Menu > Groups > ACD Groups.
5)
See the online Help for instructions on adding a remote extension to, or removing
a remote extension from a group.
6)
If you are removing a remote user for an ACD group, please check whether the
Agent is still needed in other ACD Groups on this site. If it is no longer needed, please unassign
the Agent to ordinary extension. This action will return 1 ACD license.
Next, you must access the site hosting each user extension and add each extension to
(or remove the extension from) the remote group.
1)
From the Central Manager, select the VCX server on which the phone extension
is configured.
2)
Select Users Menu > Phones > Phones. The Phones page appears.
3)
Locate the phone extension you want to add or remove for the group.
4)
In the Actions column, click ACD Groups.
5)
See the online Help for instructions on adding an extension to, or removing an
extension from, a remote group.
Editing or Removing an ACD Group or Attendant
You can modify ACD group or attendant attributes established during initial
configuration (for example, the group name or class of service). You can also remove a
group or attendant no longer in service.
To edit or remove an ACD group or attendant:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
See the online Help for instructions on editing or removing an ACD group or
attendant.
Reconfiguring the Ring Sequence of Group Members
The order in which you add ACD group or attendant member phones determines the
initial order in which those phones ring when a call arrives. You can modify the ring
sequence by changing a member’s rank within the group.
To modify the ring sequence of an ACD group or attendant:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > ACD Group.
3)
See the online Help for instructions on reconfiguring the ring sequence for an
ACD group or attendant.
Changing the Login Status of Group Members
ACD group or attendant members must be logged in to the group to receive calls.
Group members can change their login status through the VCX User Interface or the
Telephone User Interface (TUI), but you may want to override the current login status,
for example, if an ACD group member forgets to log out and leaves the office for the
day.
Note the following ACD group and attendant considerations:
When a group member initiates a malicious call trace (MCT) on any call, that
z
member is automatically logged out of all groups to which the user belongs. However,
the user can still accept direct-dialed internal calls.
If a group member uses attendant serial calling to transfer a call and then logs out
z
of the group, the transferred call returns to another available group member.
To change the log in status of an ACD group or attendant member:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > ACD Groups. The ACD Groups page appears.
3)
Locate the group containing the member whose login status you want to modify
and click Status in the Actions column.
The ACD Group - Status page appears.
4)
Locate the member whose login status you want to modify and select the new
status (Logged Out or Logged In) in the Status drop down list.
See Configuring the Message Waiting Indicator for Hunt Group Members for
information on the Message Waiting Indicator (MWI) field.
5)
Click Submit.
The group member’s status is updated.
Configuring the Message Waiting Indicator for ACD Group Members
As described in Configuring an ACD Group or Attendant, you can specify a call
coverage point for an ACD group or attendant. One possible call coverage point is the
voicemail account associated with the group extension. If a caller leaves voicemail for
the group, you can specify which member phones receive notification of the new
voicemail message. Notification is sent by illuminating the Message Waiting Indicator
(MWI) light on a phone. You can configure an ACD group or attendant so that some,
one, or all members receive notification. Once the message is reviewed, the MWI is
extinguished on all phones.
In addition to MWI illumination, a member configured to receive group voicemail
notification also sees group mailbox status in the display panel on his or her phone. The
member presses the phone’s Message button to display a list of accessible voice
mailboxes. The list includes the member’s personal mailbox and any group mailboxes
from which the member is configured to receive notification. The member’s extension
could also be bridged to a primary extension and therefore have access to the primary
extension’s voice mailbox.
For example, extension 641001 is a member of two ACD groups, Service and Support,
and is configured to receive voicemail notification when a caller leaves voicemail for
either group. Extension 641001 is also bridged to the primary extension 641005. When
a user presses the Message button on extension 641001, the telephone display panel
shows the following information:
z
The number of messages in the personal mailbox for extension 641001
z
The number of messages in the mailbox for the ACD group Service.
z
The number of messages in the mailbox for the ACD group Support
z
The number of messages in the mailbox for primary bridged extension 641005.
Note that the display panel can list 26 mailbox status entries. The display panel always
lists the mailbox for phone’s extension. Therefore the display panel can list a maximum
of 25 status entries for group mailboxes and bridged extension mailboxes. Once the
maximum is reached, additional group or bridged extension mailboxes will not be listed.
To change the message waiting indicator of an ACD group or attendant member:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > ACD Groups
The ACD Groups page appears.
3)
Locate the group containing the member whose MWI status you want to modify
and click Status in the Actions column.
The ACD Group - Status page appears.
4)
Locate the member whose MWI status you want to modify.
5)
In the MWI column, check the MWI status that you want to assign to this ACD
group member:
z
Check the box to enable MWI notification for this member.
z
6)
Clear the check box to disable MWI notification for this member.
Click Submit
The new configuration is applied to the ACD group or attendant member.
Configure Real-Time Statistics Setting
All of the ACD data that is being maintained and updated in the call processor objects
can be streamed over a TCP socket. This socket will be published so that a client can
connect to it and receive this data. At any point of time we can have 1 port streaming
ACD data in the system. This port is shared among all ACDs. The data may be
enclosed in XML tags to ease the parsing at the client side or alternatively be streamed
in ASCII format as name value pairs. This data stream will have detailed data for all of
the ACDs and their agents. The refresh rate for the streaming can be configurable
through Provisioning screen. A 3rd party partner can maintain a database from this data
stream. The 3rd parties can then write Real-time Agent and Supervisor tool bar
applications.
To configure real-time streaming statistics setting:
1)
From the Central Manager, select a VCX server.
2)
Select Users Menu > Groups > ACD Groups
The ACD Groups page appears
3)
Click RTS Config
The Real-Time Statistics page appears
4)
See the online Help for configure Real-Time Statistics for ACD
5)
Click Save
The new configuration is applied to ACD.
After configuring the real-time statistics setting for all ACDs, administrator can enable or
reset the real-time statistics for each ACD group. See Real-Time Statistics state .
Real-Time Statistics state
Administrator can enable/disable the RTS for the ACD group. RTS for the ACD can also
be reset using the Reset RTS button.
To configure real-time streaming statistics state:
1)
To configure real-time streaming statistics setting. See Configure Real-Time
Statistics Setting.
2)
By clicking the RTS link in the Actions column for the appropriate ACD group.
3)
See the online Help for configure Real-Time Statistics state
The new configuration is applied to the ACD group.
Configuring Wrap-Up Feature
With wrap-up time set to a non-zero value, each agent in the ACD group can handle
subsequent work after a call in the wrap-up time period. During this time period, calls to
the group will not be answered by this agent, except in calling groups. But the agent can
still answer calls to itself. This agent can provide services only after the wrap-up time
expires. In case an agent belongs to both an ACD group and a hunt group, it can
answer calls to the hunt group in this period. With the wrap-up time set to 0, no agent
operates in the wrap-up state.
If an agent finishes processing background work before the wrap-up time expires, it can
use the key mappings or directly enter the feature code 974 to disable the wrap-up state
so that it can answer new calls to the ACD group.
If the Number Of Allowed Extended Wrap-Up value is set to a non-zero value and an
agent fails to finish the background work within the wrap-up time period, the agent can
use the function key or enter the feature code 975 to extend the wrap-up time. This
agent will have twice the wrap-up time after answering anACD call based on a
successfulwrap-up extension, if the agent extend wrap-up time again, he will get triple
the wrap-up time after answering an ACD call. The number of attempts an agent
extends the wrap-up time after a call is decided by the value of the Number Of Allowed
Extended Wrap-Up. If the Number Of Allowed Extended Wrap-Up is set to 0, no agent
can extend the wrap-up time.
If the Automatically Logout an Agent that does not answer feature is enabled, the
system logs out an agent if no calls are received during the Per Device Timeout period.
In this case, the agent cannot answer any call to the ACD group until the administrator
sets it to the login state or if the agent uses the key mapping or enter the feature code
971 to log in to the ACD group.
Configuring EWT(Estimated Wait Time)
If a user keeps calling the ACD group, the user hears the Delayed Announcement, in
which administrator can set up the Estimated Wait Time announce to inform the user
how long time the user has to wait before the user can get answered. For the
information about setting up the Estimated Wait Time announcement in the Delayed
Announcement, see How to Configure the Delayed Announcement Number in IP
Messaging Operations and System Administration Guide.
Administrator can configure the static parameters for calculating the wait time for the
Estimated Wait Time. Based on these parameters and dynamic data maintained by the
ACD group, the Estimated Wait time announcement can be displayed for a user calling
the ACD group to inform the user about the time the user needs to wait.
Table 26 Configuring EWT
Field
Description
Example
Minimum Agent Count
the minimum number of agents that will
be logged in at any time
5
Estimated Average Call
Duration(0-9999
Seconds)
how long an agent will speak to a caller
during a typical telephone call.
120
Minimum Wait
Time(0-9999 Seconds)
how long a caller will wait for an agent to
answer the call, even if an agent is ready
to take a call
5
Using the Group Search Tool
You can search for a any group (ACD, hunt, calling, attendant, page, or call pickup)
configured on your VCX system. The search results list group information, such as
group name and extension, and also all the members of the group.
To search for a group:
1)
Select Search Menu.
The User/Groups Search page appears.
2)
more groups.
See the online Help for instructions on entering search criteria to locate one or
Configuring Dial Plans
This chapter describes how to use the VCX Administrator provisioning application to
manage dial plans, patterns, and dial rules.
This chapter includes the following topics:
Configuring Dial Plans
Configuring Dial Rules
Configuring Patterns
Configuring Number Translation
Be sure to set your Web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Configuring Dial Plans
Dial plans consist of individual or grouped dial rules. Dial rules determine what
sequence of numbers a user is allowed to dial. For example, you can create a dial plan
that includes dial rules that allow a user to dial 4-digit extensions starting with 1 or 2. If
the user dials less than 4 numbers, more than 4 numbers, or the dial string does not
start with a 1 or a 2, the call is not processed.
Your VCX system includes default dial plans and dial rules. However, the Users Menu >
Dial Plans menu provides the following options:
z
You can create dial plans that include system-supplied dial rules. See Adding Dial
Plans.
z
You can modify an existing dial plan to add or remove dial rules. See Managing Dial
Plans.
z
You can create dial rules and add them to an existing dial plan or add them to a
new dial plan. See Configuring Dial Rules.
z
You can export a dial plan to a file, copy the file to another VCX system and import
the dial plan. You can also modify the rules in the file before importing it. See
Exporting Dial Plans.
z
You can import a dial plan.
z
You can import a dial plan file that you have created, modified, or exported.
z
You can import a VCX-supplied dial plan that includes country-specific dial rules.
See Importing Dial Plans.
When you create a dial plan, the dial plan name is added to the Dial Plan drop-down
menu on the phone profile configuration page (see Managing Phone Profiles).
Adding Dial Plans
To add a dial plan:
1)
From the Central Manager, select the VCX server on which you want to add a
dial plan.
Verify that the dial rules you want to associate with the new dial plan have been
created.
2)
Select Users Menu > Dial Plans > Dial Rules.
The Dial Rules page appears listing all the currently configured dial rules.
z
If the dial rules you want to add to the new dial plan are listed, see the online Help
for instructions on adding a dial plan.
z
If the dial rules you want to add to the new dial plan are not listed, see the online
Help for instructions on adding a dial rule, then create the dial plan.
Managing Dial Plans
You can use the VCX Administrator provisioning application to manage the following
dial plan tasks:
z
Edit a dial plan name.
z
Assign additional dial rules to a dial plan or remove existing dial rules assigned to a
dial plan.
Delete a dial plan. You can delete a dial plan that is no longer in use. You cannot
z
delete a dial plan that is currently assigned to a phone. Deleting a dial plan does not
delete the dial rules assigned to that dial plan.
To manage a dial plan:
1)
Select Users Menu > Dial Plans > Dial Plans.
The Dial Plans page appears.
2)
Select the dial plan you want to manage.
3)
See the online Help for instructions for the dial plan management task you want
to perform.
Exporting Dial Plans
You can export the dial rules in a dial plan to a file.
The file is in CSV (comma separated value) format and the filename is, by default, the
name of the selected dial plan.
You can copy the exported file to another VCX system and import the dial plan. You can
open the file in any application that accepts the CSV format and modify the rules in the
file before importing it. See Importing Dial Plans for import information.
To export a dial plan:
1)
Select Users Menu > Dial Plans > Dial Plans.
The Dial Plans page appears.
2)
Click Export in the row for the dial plan you want to export.
3)
See the online Help for instructions on exporting a dial plan.
Importing Dial Plans
In addition to creating and modifying dial plans and dial rules using the procedures
described in Managing Dial Plans and Configuring Dial Rules, you can import dial plans.
An imported dial plan is a CSV (comma separated value) file that contains one or more
(maximum of 50) dial rules.
You can import dial plans from the following sources:
z
A dial plan file that you have created in CSV format.
z
An existing dial plan that you have modified.
z
A dial plan that has been exported from a VCX system (see Exporting Dial Plans).
z
A VCX-supplied dial plan file that includes country-specific dial rules. There are
three dial plans for each supported country. The three dial plans include dial rules that
support 3-digit, 4-digit and 5-digit dialing.
The CSV formatted file must include the following column headers:
Name,Min Length,Max Length,Timeout,Pattern
The column header names are not case-sensitive but must be in the order shown. See
Imported Dial Plan Considerations for more information.
To import a dial plan:
1)
Select Users Menu > Dial Plans > Dial Plans.
The Dial Plans page appears.
2)
Click Import Dial Plan.
3)
See the online Help for instructions on exporting a dial plan.
After successfully importing a dial plan, the plan appears on the Dial Plans page and the
imported dial rules appear on the Dial Rules page. You can use these pages to manage
the imported dial plans and dial rules the same way you manage any other plans and
rules.
Imported Dial Plan Considerations
When you import a dial plan, the import operation succeeds if the dial plan name does
not already exist. The dial plan name is the name of import file.
If the dial plan name already exists and you still want to import the file, you must either
delete the existing dial plan (see Managing Dial Plans) or rename the import file.
Each imported dial plan CSV file must contain at least one dial rule. The file must
include values for the following fields for each dial rule: Name, Min Length (minimum dial
string length), Max Length (maximum dial string length), Timeout, and Pattern.
The import operation examines the values for each imported dial rule and compares the
values to those for existing dial rules.
Assume that the following dial rule exists in the system:
Test, 10, 10, 5, 1
Given this existing dial rule, Table 27 illustrate the results of various import operations.
Table 27 Dial Rule Import Results
Imported Rule
Test, 10, 10, 5, 99
Test1, 9, 9, 5, 1
Result
A new rule, Test991010, is created.
The values for the new dial rule Name, Min Length, and Max
Length fields duplicate the existing rule but the Pattern value
(99) is different. To create a unique rule Name, the new
Pattern value, plus the Min Length and Max Length values,
are appended to the Name value to create the new rule.
A new rule, Test1, created.
The import operation adds a new dial rule because the Min
Length and Max Length values do not match the existing dial
rule.
Note that if the imported rule was named Test (duplicating the
existing rule), a new rule named Test991 would have been
created.
No rule is created.
Test, 10, 10, 5, 1
Testing, 10, 10, 5, 1
The dial rule already exists. All the values in the imported dial
rule are duplicated in the existing dial rule.
No rule is created.
All the values in the imported dial rule except for Name are
duplicated in the existing dial rule. The existing dial rule, Test,
is used.
The import operation will fail if the dial plan file includes any of the following errors:
z
The specified filename already exists.
z
The specified filename contains invalid characters (for example: {}, (), [], @ , *, \, :)e.
z
The specified filename exceeds 128 characters.
z
The specified file extension is the wrong file type.
z
The specified file is empty or does not contain a valid dial rule.
z
The specified file contains the wrong number columns, the columns are not in the
correct order, or a column value includes an invalid character.
z
The length of dial rule name exceeds 64 characters.
z
The value for the minimum dial string length (Min Length) is greater than the value
for the maximum dial string length (Max Length).
z
The value for either Min Length or Max Length is not an integer or the value is not in
the range of 0-99.
z
z
The value for Timeout is not an integer or the value is not in the range of 0-300.
The value for Pattern is greater than 31 or the value contains character other than #,
* and 0-9.
z
The number of dial rules in the specified file is greater than 50.
z
There is an existing dial rule that contains the same Min Length, Max Length, and
Pattern values but the Timeout value is different.
Configuring Dial Rules
Dial rules simplify dialing and are created by configuring patterns for phone numbers or
phone number ranges. Dial rules can be grouped to create a dialing plan, which can
then be assigned to a phone profile.
You can use the VCX Administrator provisioning application to add and delete dial rules.
Note that deleting a dial rule removes it from all dial plans to which the rule is assigned.
To manage a dial rule:
1)
From the Central Manager, select the VCX server on which you want to add or
delete the dial rule.
2)
Select Users Menu > Dial Plans > Dial Rules.
3)
See the online Help for instructions on adding or deleting a dial rule.
Configuring Patterns
Patterns are used by the VCX call processor to route calls to the correct destination. For
example, in a multi-site VCX system, you can create a dial rule for each region that
includes a site prefix. You then create a pattern based on the site prefix and create a
route plan that associates the pattern with a route to a specific call processor. See
Route Plan Configuration Requirements for more information.
If you plan to link multi-site VCX systems or multiple VCX Connect systems through the
Global Directory, you must ensure that telephone extensions are unique among the
linked systems. One way to do this is by including a site identifier as a prefix to the
extensions on each site. For example, you could configure 64100 on one site and
65100 on a second site. The prefix 64 identifies the first site; the prefix 65 identifies the
second site. To enable 3-digit dialing within a site, you can set up number translation.
See Configuring Number Translation.
You can use the VCX Administrator provisioning application to manage the following
pattern tasks:
z
Add a pattern.
z
Edit a pattern.
z
Delete a pattern. A pattern cannot be deleted if it is associated with a route plan.
The VCX Administrator application generates an error if you try to delete a pattern
that is associated with a route plan.
You can use the VCX Administrator provisioning application to manage patterns
through either the Users Menu or the Directory Menu. A pattern configured through
one menu appears in the other menu.
To manage a pattern:
1)
From the Central Manager, select the VCX server on which you want to add a
2)
Select Users Menu > Configurations > Patterns.
pattern.
The Patterns page appears.
3)
perform.
See the online Help for instructions for the pattern management task you want to
VCX software provides many default patterns, including patterns for the emergency
numbers 911 and 9911. If your country does not use 911 emergency dialing, you must
ensure that a dial pattern and dial plan exist for your emergency number, and that the
dial plan is included in the phone profile assigned to your users’ extensions. See
Configuring Emergency Services for more information.
Configuring Number Translation
The VCX system routes calls by translating numbers based on source and destination
calling patterns.
For example, you can set up number translation to facilitate calling between users on
the same site. In a multi-site VCX system, you can set up a dialing prefix to identify
different sites. Regional office extensions might use the range 771000 through 771099.
A branch office might use the range 641000 through 641009. Callers at each site must
dial the complete extension to reach a user at the other site. Callers at a site must also
dial the full extension to reach a user at the local site unless you configure number
translation to drop the site prefix. With number translation configured on each site, a
user can dial a four-digit number (10nn) to reach other local users. Note that the dial
plan in effect for users must allow a four-digit dial string.
A VCX Connect system provides telephony services for users in a single site and does
not support branch sites. You can, however, use the Global Directory to link multiple
VCX Connect sites.
You can use the VCX Administrator provisioning application to manage the following
number translation tasks:
z
Set up and enable number translation.
z
Edit a number translation pattern.
z
Delete a number translation pattern.
You can use the VCX Administrator provisioning application to manage number
translation through either the Users Menu or the Directory Menu. Number translation
configured through the Users Menu does not appear on the Directory Menu. Number
translation configured through the Directory Menu allows you to associate number
translation with source-based routing. See Configuring Number Translation Patterns.
To manage number translation:
From the Central Manager, select the VCX server on which you want to add number
translation.
1)
Select Users Menu > Dial Plans > Number Translation.
The Number Translations page appears listing all the currently configured
translation patterns.
2)
See the online Help for instructions for the number translation management task
you want to perform.
Configuring Call Route Plans
This chapter describes how to use the VCX Administrator web interface to manage
route plans and advanced call routing features.
This chapter includes the following topics:
Accessing the Directory Menu
Route Plan Configuration Requirements
Configuring Patterns
Managing End Points
Managing Trusted End Points
Managing Routes
Managing Route Plans
Managing Out Dial Patterns
Be sure to set your Web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Accessing the Directory Menu
You can use the VCX Administrator provisioning application to manage route plans and
route plan components such as routes, end points, patterns, and outdial patterns. You
can also configure source-based routing components such as requestors, time bands,
and number translation. These configuration options are available through the Directory
Menu.
To access the Directory Menu:
1)
Access the server you want to manage (see Accessing a VCX Site through the
Central Manager).
2)
Select Directory Menu.
By default, the Route Plans page appears, which lists the currently configured route
plans. See Figure 28.
Figure 28 Directory Menu - Route Plans Page
The options for the Directory Menu appear as submenu options. Selecting a submenu
option displays one or more tabbed pages.
The Route Plans menu provides the following tabbed pages:
z
Route Plans — Use this page to add, modify, or delete route plans. A route plan
associates a dial pattern with a route (a route identifies one or more end points). A
route plan determines how a call processor directs calls. See Managing Route Plans.
z
Patterns — Use this page to manage dial string patterns. Dial string patterns are
used by the VCX call processor to route calls to the correct destination. See
Configuring Patterns.
z
Routes — Use this page to manage routes. A route includes one or more end
points. See Managing Routes.
z
End Points — Use this page to manage end points. An end point, identified by IP
address, specifies a device (for example, call processor or gateway) to which calls are
routed. See Managing End Points.
z
Trusted End Points — Use this page to configure trusted end points. A trusted end
point is a component, such as a conferencing server, that communicates with the
VCX call processor. See Managing Trusted End Points.
z
Out Dial Patterns — Use this page to manage Out Dial patterns. An Out Dial
pattern is an optional component of an end point and specifies how an outbound
destination number is modified. An Out Dial pattern can be used to strip off
site-specific access codes. See Managing Out Dial Patterns.
The Route Plan Wizard menu includes a single tabbed page, Route Plan Wizard. The
wizard prompts you for the information required to create a route plan. See Using the
Route Plan Wizard.
The Advanced menu provides tabbed pages that allow you to manage source-based
routing parameters and number translation.
z
Sourced-based routing allows you to control call routing based on the source of a
call (an indirect requestor IP address or the members of a phone profile). Routing can
be further controlled according to date or time of day. Sourced-based routing tabs
include:
z
z
Requestors — See Managing Requestors.
z
Week Day Bands —See Managing Week Day Bands.
z
Day Time Bands — See Managing Day Time Bands.
z
Calendar Bands — See Managing Calendar Bands.
z
Holiday Bands — See Managing Holidays.
Number Translation uses this page to control call routing by configuring a
translation string that matches a destination number. You can further control the
translated number by assigning source-based routing parameters (such as date, time,
or requestor IP address). See Configuring Number Translation Patterns.
Route Plan Configuration Requirements
This section describes route plan configuration requirements in a VCX system.
The route plans you need to define depend on your VCX system configuration. As
described in VCX Hardware Configurations, a VCX system can be installed on single
site or across multiple sites.
A VCX Connect system can be set up on a single server or on a pair of redundant
servers. You can link individual VCX Connect systems through the Global Directory to
create a multi-site VCX system (see Using the Global Directory). However, you cannot
set up database replication between VCX Connect systems. Also, VCX Connect
systems do not support branch sites.
VCX Connect servers are shipped preconfigured (see VCX Connect System
Configuration). This preconfiguration includes a default route plan that identifies the IP
Messaging server in the VCX Connect system. However, you must configure route
plans that identify other end points, such as IP Conferencing servers and media
gateways. See Route Configuration to a Gateway for detailed information.
For route plan configuration purposes, you can consider a linked VCX Connect system
as a multi-site VCX system without any branch offices.
A route plan associates a dial pattern with a route (a route identifies one or more end
points). A route plan determines how a call processor directs calls. End points can be
one of the following types:
z
Call Processor — Use this type of call processing end point when a call terminates
at the end point (for example, in a single-site system).
z
Redirect Call Processor — Use this type of call processing end point when a call
does not terminate at the end point and therefore requires further routing information
(for example, a region-to-region call in a multi-site system).
z
Gateway — Use this type of end point to identify IP Messaging servers and clients,
IP Conferencing servers, and media gateways (so that calls can be placed throughout
the PSTN) end points. See Managing Trusted End Points.
Earlier releases of VCX software required configuration of route plans (called URI
route maps in releases prior to VCX software version 7.1) to identify all call processing
end points. With version 7.1 and later releases, VCX software can create routes
between call processors in a VCX single-site or multi-site system using information
configured in the Global Directory (see Using the Global Directory). However, you
must configure route plans that identify the IP Messaging servers and clients, IP
Conferencing servers, and media gateways in your system. See Route Configuration
for Voicemail and Music on Hold and Route Configuration to a Gateway for detailed
information.
Although not required, you can still configure route plans to identify call processing end
points. See Route Plan Configuration for Single-Site Systems and Route Plan
Configuration for Multi-site Systems) for this optional configuration information.
Route Plan Configuration for Single-Site Systems
A single-site system includes either a single pair or two pairs of redundant VCX servers.
z
In a single pair system or a VCX Connect system, both servers run the VCX IP
Telephony and IP Messaging software configuration. Each server has an IP address
for its call processor and IP Messaging module.
z
In a two pair system, one pair of servers runs the call processing software and the
second pair runs IP Messaging software. Each server in the first pair has an IP
address for its call processor. Each server in the second pair has an IP address for its
IP Messaging module.
In both cases, one server in the pair is designated the primary and the other server is
designated the secondary.
In a single-site system, you need to configure end points, routes, patterns, and route
plans on the primary server running call processing software.
z
You need to create end points that identify the other call processor and the IP
Messaging modules.
z
You need to define routes containing the appropriate call processor and IP
Messaging end points.
z
You need to define one or more dial string patterns. A pattern identifies the dial
string prefix used by an end point. A pattern is associated with a route and indicates
which end point should receive a call.
z
You need to create route plans (associate a route with a dial string pattern) on both
call processing servers. This enables each call processor to route a dialed number to
the correct destination (end point).
Example
For example, a VCX single-site system includes two redundant, IP Telephony and IP
Messaging VCX servers, A and B. A is the primary server, B is the secondary server.
Note that the following steps reference other topics in this chapter that describe how to
configure a route plan and its elements (end points, patterns, and routes). You can also
use the Route Plan Wizard to create a route plan and its elements. See Using the Route
Plan Wizard.
The following steps configure the required routes on VCX server A.
1)
Access the server you want to manage (see Accessing a VCX Site through the
Central Manager).
2)
Create four end points.
a
Add an end point of the type Call Processor that points to A.
b
Add an end point of the type Call Processor that points to B.
c
Add an end point of the type Gateway that points to the IP Messaging
module running on A.
d
Add an end point of the type Gateway that points to the IP Messaging
module running on B.
For instructions on adding an end point, see Managing End Points.
3)
Create two routes.
a
Route1 includes the Call Processor end points created for A and B.
b
Route2 includes the Gateway end points created for the IP Messaging
modules running on A and B.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for each route.
A pattern is a dial string prefix that indicates which end point should receive a call.
You associate a pattern with a route when you create a route plan.
A prefix is created as a dial rule and added to the dial plan in effect for users at the
site. For example, the prefix required for a user to call another user could be 4, and
the prefix required for a user to access an IP Messaging voicemail box could be 5.
In this case, you would create two patterns: 4* and 5*.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Configuring Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create a route plan that associates Route1 with the
dialing pattern 4*. You would also create a route plan that associates Route2 with
the dialing pattern 5*.
For instructions, see Adding a Route Plan.
You do not need to repeat steps 2 through 6 on server B, the secondary server.
Data replication between the two servers ensures that the routing information gets
propagated to both servers in the redundant pair.
Once you complete these steps, the VCX system can process calls between users, and
users can access their IP Messaging voicemail boxes.
Route Plan Configuration for Multi-site Systems
In a multi-site system, VCX services run on servers at multiple locations. A multi-site
system can include:
z
A regional site with one or more associated branch offices.
z
Multiple regional sites with each region supporting one or more associated branch
offices.
z
Multiple regional sites with no associated branch offices.
A VCX Connect system provides telephony services for users in a single site and does
not support branch sites.
You need to create end points to identify the call processors at all regional and branch
offices, define routes containing the appropriate end points for each region and branch,
and create route plans at each site that associate a route with a dial string pattern. This
enables the call processor at each site to route a dialed number to the correct
destination (end point).
For example, in a VCX multi-site system, a regional office must have routes created to:
z
Itself
z
The other call processor in the redundant pair of VCX servers
z
Gateways, so that calls can be placed throughout the PSTN
z
Each regional office this call processor wants to communicate with
z
Each branch office hosted by the regional office
z
The IP Messaging server (for Music On Hold and voicemail services) it is
associated with
A regional office acts as a redirect call processor for any supported branch offices.
Therefore, you need only create a route on each branch office that points to its host
regional office (not to other branches or other regions; the branch’s regional host will
redirect all calls to other destinations). Each branch also needs a route that points to the
IP Messaging server if a local messaging configuration is used (in other words, the
branch office is an IP Telephony and IP Messaging configuration that includes a call
processor server and an IP Messaging server).
Beginning with VCX version 9.0, you can set up IP Messaging in a client/server
configuration. An IP Messaging server can support up to 20 IP Messaging clients. You
must define a route on the regional call processor that point to the IP Messaging servers
(primary and secondary) and to each client.
The remaining topics in this section describe the route plans you need to create for a
multi-site system. Note that these topics reference other topics in this chapter that
describe how to configure a route plan and its elements (end points, patterns, and
routes). You can also use the Route Plan Wizard to create a route plan and its elements.
See Using the Route Plan Wizard.
Configuring Routes Between Regional Offices
If users in one region need to make calls to, and receive calls from, users in another
region, you must create routes between all the call processors in both regional offices.
This example describes how to create routes on the primary call processor in one
regional office to the other call processors in a multi-site system. The example uses the
following simple multi-site system in which the six servers are running IP Telephony and
IP Messaging configurations:
z
R1a identifies the primary call processor in region 1.
z
R1b identifies the secondary call processor in region 1.
z
R2a identifies the primary call processor in region 2.
z
R2b identifies the secondary call processor in region 2.
z
R3a identifies the primary call processor in region 3.
z
R3b identifies the secondary call processor in region 3.
The following steps configure the required routes on the primary VCX server hosting
R1a:
1)
Access the server you want to manage, in this case R1a (see Accessing a VCX
Site through the Central Manager).
2)
Create six end points.
a
Add an end point of the type Call Processor that points to R1a.
b
Add an end point of the type Call Processor that points to R1b.
c
Add an end point of the type Call Processor that points to R2a.
d
Add an end point of the type Call Processor that points to R2b.
e
Add an end point of the type Call Processor that points to R3a.
f
Add an end point of the type Call Processor that points to R3b.
For instructions on adding an end point, see Managing End Points.
3)
Create three routes.
a
Route1 includes the end points created for R1a and R1b.
b
Route2 includes the end points created for R2a and R2b.
c
Route3 includes the end points created for R3a and R3b
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for each region.
A pattern is a dial string prefix that indicates which regional call processor should
receive a call. You associate a pattern with a route when you create a route plan.
You can consider a prefix as a site ID. A prefix is created as a dial rule and added to
the dial plan in effect for users at a region. For example, if the site ID on region 1 is
61, the site ID on region 2 is 62, and the site ID on region 3 is 63 you would create
these patterns: 61*, 62*, and 63*.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Managing Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create a route plan that associates Route1 with the
dialing pattern 61*, a route plan that associates Route2 with the dialing pattern 62*,
and a route plan that associates Route3 with the dialing pattern 63*.
For instructions, see Adding a Route Plan.
You do not need to perform these steps on a secondary server (in this example,
R1b). Data replication between the primary and secondary servers ensures that the
routing information gets propagated to both servers in the redundant pair.
At this point, you have two options regarding the route configuration on the other
regional servers:
z
You could perform steps 2 through 6 on the primary servers hosting R2a and R3a.
This would configure all the servers as equals. In this case, each region includes
redundant routes to every other region with the end points defined as type Call
Processor.
z
Allow only R1a to have all of the routing information for the other regional servers,
as configured in steps 2 through 6. In this case, on servers R2a and R3a, you
would set up a route that includes end point R1a defined as type Redirect Call
Processor.
This option reduces the number of routes you have to configure. If you have a large
installation, you could pick one region and have all other servers have one redirect
route to that region. Then you would add all of the direct routes to all of the other
sites on just that region (R1a, in this example).
For very large installations (multiple regions with many branches), each region
could handle the direct routes to branches in that region and have redirect routes
for certain patterns to other regions. Consequently, one region would not have to
resolve every route.
Note that, if a call can terminate at a region (because there are users configured to
use that region’s call processor), you should always configure a route, on the region,
to the region itself. For example, R2a could have a route to R1a set up as a
Redirect Call Processor type to forward calls to R2a destined for another location.
R2a should also have a route to itself set up as a Call Processor type to accept calls
to R2a.
Once complete these steps, users can place calls between the regional offices. If you
have branch offices, you must configure routes between the regional offices and their
branch offices. See Configuring Routes on a Branch Office and Configuring a Route
from a Regional Office to a Branch Office.
To enable user access to IP Messaging services, see Route Configuration for Voicemail
and Music on Hold.
Configuring Routes on a Branch Office
In a multi-site system that includes branch offices, each branch must include a route to
its regional call processor. This enables branch users to make calls to destinations
outside of the branch, including calls to users at the regional office, at other regional
offices, at other branch offices and to users on the PSTN.
Branch office users may also call users on the PSTN through a media gateway located
at the branch office (for example, if the branch office has a 3Com V6000 Branch Office
Gateway system).
This example describes how to create routes on a branch call processor hosted by
region 1. The example uses the following multi-site system:
z
R1a identifies the primary call processor in region 1.
z
R1b identifies the secondary call processor in region 1.
z
R2a identifies the primary call processor in region 2.
z
R2b identifies the secondary call processor in region 2.
z
B1R1 identifies the branch call processor hosted by region 1.
z
B1R1Gw identifies the media gateway at the branch office.
To configure a route from a branch office to its host regional office:
1)
Access the server you want to manage, in this case B1R1 (see Accessing a VCX
Site through the Central Manager).
2)
Create three end points.
a
Add an end point of the type Redirect Call Processor that points to R1a.
b
Add an end point of the type Redirect Call Processor that points to R1b.
c
Add an end point of the type Gateway that points to B1R1Gw.
You do not need to create end points (or a route) for R2a and R2b. Region 1 will
redirect calls from B1R1 to the correct destination. This assumes, however, that
region 1 has a route and route plan configured for region 2.
3)
Create two routes.
Route1 includes the end points created for R1a and R1b.
Route2 includes the end point created for B1R1Gw.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for each region a branch user is allowed to call.
A pattern is a dial string prefix that indicates the call destination is inside or outside
of the branch office.
You can consider a prefix as a site ID. A prefix is created as a dial rule and added to
the dial plan in effect for users at a branch or region. If the site ID for region 1 is 61
and the site ID for region 2 is 62, you would create two patterns: 61* and 62*. You
also need to create a pattern that identifies calls to the PSTN, for example, 81*.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Exporting Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create three route plans.
z
One plan associates Route1 with the pattern 61*.
z
The second plan associates Route1 with the pattern 62*.
z
The third plan associates Route2 with the pattern 81*.
For instructions, see Adding a Route Plan.
6)
Configure an Out Dial pattern and assign it to an end point associated with a
route.
The Out Dial pattern is used to strip off site-specific access codes, which facilitates
call routing.
For instructions, see Managing Out Dial Patterns.
Next, create a route on the host regional office to all branch offices located within its
region, as described in the next section.
Configuring a Route from a Regional Office to a Branch Office
In a multi-site system that includes branch offices, a region must include a route to each
of its branches. This enables the regional office to route calls to branch users. Do not
configure routes directly to any branch offices in a different region. Each region is
responsible for routing calls to its branch offices. This minimizes the number of routes
that need to be configured and maintained.
This example describes how to create routes on a region that point to its branch offices.
The example uses the same simple multi-site system described in Configuring Routes
on a Branch Office:
z
R1a identifies the primary call processor in region 1.
z
R1b identifies the secondary call processor in region 1.
z
R2a identifies the primary call processor in region 2.
z
R2b identifies the secondary call processor in region 2.
z
B1R1 identifies one branch call processor hosted by region 1.
To configure a route from a regional office to a branch office:
1)
Access the server you want to manage, in this case R1a (see Accessing a VCX
Site through the Central Manager).
2)
Add an end point of the type Call Processor that points to B1R1.
For instructions on adding an end point, see Managing End Points.
3)
Create one route.
BrRoute1 includes the end point B1R1.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern that identifies calls to the branch office.
A pattern is a dial string prefix that indicates the call destination is the branch office.
A prefix is created as a dial rule and added to the dial plan in effect for users at the
branch. For example, if the branch prefix is 8, you would create the pattern 8*.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Exporting Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create one route plan that associates BrRoute1 with the
pattern 8*.
For instructions, see Adding a Route Plan.
Calls can be now be routed to the branch office from users located outside the branch.
Route Configuration to a Gateway
You need to configure routes from a regional office to a gateway so that call
destinations outside of the VCX network can be processed. You may also have to
configure routes from a branch office if the branch has its own gateway (for example,
the branch office has a 3Com Integrated Branch Communications system). For
branches without a gateway, out of network calls are processed by the branch’s host
regional office.
This example describes how to create a gateway route on the primary call processor in
one regional office. The example uses the following simple multi-site system in which
the six servers are running IP Telephony and IP Messaging configurations:
z
R1a identifies the primary call processor in region 1.
z
R1b identifies the secondary call processor in region 1.
z
R2a identifies the primary call processor in region 2.
z
R2b identifies the secondary call processor in region 2.
z
R3a identifies the primary call processor in region 3.
z
R3b identifies the secondary call processor in region 3.
The following steps configure the required route on the primary VCX server hosting
R1a:
Access the server you want to manage, in this case R1a (see Accessing a VCX
1)
Site through the Central Manager).
2)
Create two end points.
a
Add an end point of the type Gateway that points to R1a.
b
Add an end point of the type Gateway that points to R1b.
For instructions on adding an end point, see Managing End Points.
3)
Create one route:
GWRoute1 includes the end points created for R1a and R1b.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for the gateway.
A pattern is a dial string prefix that indicates the gateway that should receive a call.
You associate a pattern with a route when you create a route plan.
A prefix is created as a dial rule and added to the dial plan in effect for users at a
region. For example, if an internal caller must dial 81 plus the number for external
calls, you would create the pattern 81*.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Exporting Dial Plans.
5)
Configure a route plan to associate the pattern and the route.
In this example, you would create a route plan that associates GWRoute1 with the
dialing pattern 81*.
For instructions, see Adding a Route Plan.
You do not need to perform these steps on a secondary server. Data replication
between the primary and secondary servers ensures that the routing information
gets propagated to both servers in the redundant pair.
Configure any other required routes to gateways by repeating steps 1 through 6.
Whether you need to configure gateway routes on the other regional servers
depends on how you have configured those servers relative to R1a.
z
If you have configured R1a to have all of the routing information for the other
regional servers (and, therefore, servers R2a and R3a have routes that include
the end point R1a defined as type Redirect Call Processor), you do not need to
configure a route to the gateway on R2a and R3a.
z
If you have configured R1a, R2a, and R3a as equals (and therefore, each region
includes redundant routes to every other region with the end points defined as
type Call Processor), you need to repeat steps 2 through 6 on R2a and R3a.
Route Configuration for Voicemail and Music on Hold
If your VCX system uses the IP Messaging system, you need to configure routes to
identify the voicemail and Music On Hold (MOH) services.
In a multi-site system, there are three options for configuring routes to provide user
access to IP Messaging voicemail and MOH services. The options you select depend
on whether your multi-site system includes branch offices and, if it does, where the IP
Messaging system is located.
z
When a multi-site system does not include branch offices, IP Messaging services
are installed on the redundant VCX servers in each the regional system.
z
When a multi-site system does include branch offices, IP Messaging services can
be provided globally or locally.
z
When a multi-site system with branch offices is configured for global messaging,
the branch offices include a call processor but no IP Messaging services. In this
case, voicemail and MOH services are provided to all branches by the regional
server.
z
When a multi-site system with branch offices is configured for local messaging,
the branch offices are configured as IP Telephony and IP Messaging systems
that include both a call processor and IP Messaging services. In this case,
voicemail and MOH services are provided locally by each branch office.
In each of these systems, you can implement IP Messaging in a client/server
configuration. An IP Messaging server can support up to 20 IP Messaging clients. One
client can be dedicated to non-voice applications such as Web provisioning, e-mail
synchronization, and logging. The remaining clients can be dedicated to voice functions.
This type of setup improves the IP Messaging server performance.
The topics in this section describe how to configure each option.
Configuring Routes for IP Messaging on a Regional Office
This example describes how to create IP Messaging routes on a regional office. While
branch users can use IP Messaging services located on either the branch office or its
host region, you must configure IP Messaging routes on each primary regional server
for users assigned to that region (that is, users not configured on a branch).
This example describes how to create IP Messaging routes on the primary call
processor in a region. The example uses the following simple multi-site system in which
the six servers are running IP Telephony and IP Messaging configurations:
z
R1a identifies the primary call processor in region 1.
z
R1b identifies the secondary call processor in region 1.
z
IPM1a identifies the primary IP Messaging server in region 1.
z
IPM1b identifies the secondary IP Messaging server in region 1.
z
R2a identifies the primary call processor in region 2.
z
R2b identifies the secondary call processor in region 2.
z
IPM2a identifies the primary IP Messaging server in region 2.
z
IPM2b identifies the secondary IP Messaging server in region 2.
To configure IP Messaging routes:
1)
Access the server you want to manage, in this case R1a (see Accessing a VCX
Site through the Central Manager).
2)
Create two end points.
z
Add an end point of the type Gateway that points to IPM1a.
z
Add an end point of the type Gateway that points to IPM1b.
For instructions on adding an end point, see Managing End Points.
3)
Create one route.
IPMRoute1 includes the end points created for IPM1a and IPM1b.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for user access to voicemail and MOH.
The access numbers for voicemail and MOH are configured by the IP Messaging
system administrator, and are specified when you add a phone for a user (see
Managing Phone Extensions). For example, if the voicemail access number is 5000
and MOH access number is 5001, you would create the pattern 5*. Note that you
must also configure a dial rule for these access numbers and add the rule to the dial
plan in effect for branch users.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Exporting Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create one route plan that associates IPMRoute1 with
the pattern 5*.
For instructions, see Adding a Route Plan.
Repeat steps 1 through 6 on the primary call processor on region 2, R2a, using the
Gateway end points that point to IPM2a and IPM2b.
Configuring Routes for Global IP Messaging on a Branch Office
This example describes how to create IP Messaging routes on a branch office that uses
global IP Messaging services.
The example uses the following multi-site system:
z
R1a identifies the primary call processor in region 1.
z
R1b identifies the secondary call processor in region 1.
z
IPM1a identifies the primary IP Messaging server in region 1.
z
IPM1b identifies the secondary IP Messaging server in region 1.
z
B1R1 identifies a branch office region 1.
To configure IP Messaging routes:
1)
Access the server you want to manage, in this case B1R1 (see Accessing a VCX
Site through the Central Manager).
2)
Create two end points.
z
Add an end point of the type Gateway that points to IPM1a.
z
Add an end point of the type Gateway that points to IPM1b.
For instructions on adding an end point, see Managing End Points.
3)
Create one route.
IPMRoute1 includes the end points created for IPM1a and IPM1b.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for user access to voicemail and MOH.
The access numbers for voicemail and MOH are configured by the IP Messaging
system administrator, and are specified when you add a phone for a user (see
Managing Phone Extensions). For example, if the voicemail access number is 5000
and MOH access number is 5001, you would create the pattern 5*. Note that you
must also configure a dial rule for these access numbers and add the rule to the dial
plan in effect for branch users.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Exporting Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create one route plan that associates IPMRoute1 with
the pattern 5*.
For instructions, see Adding a Route Plan.
Repeat steps 1 through 6 for the other branch offices that use global IP Messaging
services.
Configuring Routes for Local IP Messaging on a Branch Office
This example describes how to create IP Messaging routes on a branch office that uses
local IP Messaging services.
The example uses the following branch system:
z
B1R1 identifies the call processor running on the branch in region 1.
z
IPMBr1a identifies the IP Messaging service running on the branch in region 1.
To configure IP Messaging routes on the branch office:
1)
Access the server you want to manage, in this case B1R1 (see Accessing a VCX
Site through the Central Manager).
2)
Create one end point.
Add an end point of the type Gateway that points to IPMBr1a.
For instructions on adding an end point, see Managing End Points.
3)
Create one route.
IPMRoute1 includes the end point created for IPMBr1a.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for user access to voicemail and MOH.
The access numbers for voicemail and MOH are configured by the IP Messaging
system administrator, and are specified when you add a phone for a user (see
Managing Phone Extensions). For example, if the voicemail access number is 5000
and MOH access number is 5001, you would create the pattern 5*. Note that you
must also configure a dial rule for these access numbers and add the rule to the dial
plan in effect for branch users.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Exporting Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create one route plan that associates IPMRoute1 with
the pattern 5*.
For instructions, see Adding a Route Plan.
Repeat steps 1 through 6 for the other branch offices that use local IP Messaging
services.
Configuring Routes for IP Messaging Clients on a Regional Office
This example describes how to create routes on a regional office that identify IP
Messaging clients. You must also create routes for the IP Messaging servers (primary
and secondary).
This example describes how to create IP Messaging client routes on the primary call
processor in a region. The example uses the following simple IP Messaging
client/server configuration:
z
R1a identifies the primary call processor in region 1.
z
R1b identifies the secondary call processor in region 1.
z
IPM1a identifies the primary IP Messaging server in region 1.
z
IPM1b identifies the secondary IP Messaging server in region 1.
z
C1 identifies the first IP Messaging client.
z
C2 identifies the second IP Messaging client.
z
C3 identifies the third IP Messaging client.
z
C4 identifies the fourth IP Messaging client.
To configure IP Messaging client routes:
1)
Access the server you want to manage, in this case R1a (see Accessing a VCX
Site through the Central Manager).
2)
Create the following end points.
a
Add an end point of the type Gateway that points to IPM1a.
b
Add an end point of the type Gateway that points to IPM1b.
c
Add an end point of the type Gateway that points to C1.
d
Add an end point of the type Gateway that points to C2.
e
Add an end point of the type Gateway that points to C3.
f
Add an end point of the type Gateway that points to C4.
For instructions on adding an end point, see Managing End Points.
3)
Create five routes.
IPMRoute1 includes the end points created for IPM1a and IPM1b.
IPMRoute2 includes the end point created for C1.
IPMRoute3 includes the end point created for C2.
IPMRoute4 includes the end point created for C3.
IPMRoute5 includes the end point created for C4.
For instructions on adding routes, see Adding, Editing, or Deleting Routes.
4)
Create a pattern for voicemail and MOH access numbers for the IP Messaging
servers and for each of the IP Messaging clients.
The access numbers for voicemail and MOH are configured by the IP Messaging
system administrator for each user. These numbers are also specified when you
add a phone for a user (see Managing Phone Extensions).
By using different voicemail and MOH access numbers for the IP Messaging
servers and for each of the IP Messaging clients, you can specify whether a user
accesses voicemail on the server or on a client.
For example, you could create the following patterns for voicemail and MOH access
numbers in the example IP Messaging client/server system:
z
5* — Used for a voicemail access number of 5000 and MOH access number of
5001 for the IP Messaging server.
z
6* — Used for a voicemail access number of 6000 and MOH access number of
6001 for the first IP Messaging client.
z
7* — Used for a voicemail access number of 7000 and MOH access number of
7001 for the second IP Messaging client.
z
8* — Used for a voicemail access number of 8000 and MOH access number of
8001 for the third IP Messaging client.
z
9* — Used for a voicemail access number of 9000 and MOH access number of
9001 for the fourth IP Messaging client.
Note that you must also configure a dial rule for these access numbers and add the
rule to the dial plan in effect for server and client users.
For instructions on adding a pattern, see Configuring Patterns. For information on
dial rules and plans, see Configuring Dial Rules and Exporting Dial Plans.
5)
Configure a route plan to associate a pattern and a route.
In this example, you would create five route plans:
IPMplan1 — Associates IPMRoute1 with the pattern 5*.
IPMplan2 — Associates IPMRoute2 with the pattern 6*.
IPMplan3 — Associates IPMRoute3 with the pattern 7*.
IPMplan4 — Associates IPMRoute4 with the pattern 8*.
IPMplan5 — Associates IPMRoute5 with the pattern 9*.
For instructions, see Adding a Route Plan.
Note that a user typically accesses his or her voice mailbox by pressing the
telephone MSG button. A user can also access his or her voice mailbox by dialing
the voicemail access number of a different client. This is useful if an IP Messaging
client is unavailable. Using the example, if the first IP Messaging client goes offline,
a user who normally presses the MSG button to access voicemail on this client can,
instead, dial 7000 to access his or her voice mailbox. However, the dial plan
assigned to the user’s phone must include the dial rule that allows this dial string
(see Configuring Dial Rules).
Managing Route Plans
This section describes how to add and delete route plans. A route plan associates a
pattern with a route (which includes one or more end points). A route plan can also
specify a routing policy and source-based routing input parameters.
Note that you can also add a route plan by running the Route Plan Wizard. See Using
the Route Plan Wizard.
Source-based input parameters are used for the following two routing functions:
Destination number to route mapping associates the destination number to a
z
specific route. This option is described in Adding a Route Plan.
Destination number translation translates the number, which can be a string or an
z
E.164 phone number, into another number. This translation can be a complete
replacement of the number or a partial replacement. This option is described in
Configuring Number Translation Patterns.
The source-based input parameters allow the server to vary the translation or route
mapping based on the source. For example, translation of the same number could be
different based on which gatekeeper the request came from:
Table 28 Number Translation
Direct Requestor
Destination Number
Translation
Gatekeeper 1
312-555-1212
708-555-1212
Gatekeeper 2
312-555-1212
630-555-1212
The same logic applies for destination number to route mapping. For example, if the
request comes from gatekeeper 1 then the route would be different than if the request
comes from gatekeeper 2.
There are 5 categories of source-based routing input parameters. The ordering of these
categories determines the resultant output. Database records are returned for the first
categories that have a match. The search uses the following order:
1)
Combination of, or separate instances of Indirect Requestor, Phone Profile, or
2)
Holiday only
3)
Daytime Band and Weekday Band
4)
Calendar Band (Date Band)
5)
No source-based input parameters
Holiday
Adding a Route Plan
This section describes how to configure a route plan using the Route Plan menu option.
You can also create a route using the Route Plan Wizard. See Using the Route Plan
Wizard for more information.
To add a route plan:
1)
From the Central Manager, select the VCX server on which you want to add a
route plan (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans.
The Route Plans page appears.
3)
See the online Help for instructions on adding a route plan.
Using the Route Plan Wizard
You can use the Route Plan Wizard to create route plans. The wizard combines the
steps required to create a route plan into a sequence of three screens. The wizard
allows you to specify existing dial string patterns, routes and their end points, or create
new string patterns, routes, and end points.
To create a route plan using the Route Plan Wizard:
1)
Select Directory Menu > Route Plan Wizard.
The first page of the Route Plan Wizard appears.
The page lists previously configured route plans. You have the following three
options:
z
You can create a route plan.
z
You can modify the dial string pattern associated with a route plan. Select a plan
(enable the radio button preceding the route plan name) and click Modify.
z
You can add an end point to a listed route plan by selecting a plan (enable the
radio button preceding the route plan name) and clicking Next.
2)
See the online Help for instructions on running the wizard.
Editing a Route Plan
You can modify basic route plan properties (such as the plan name) and, if configured,
sourced-based routing properties associated within the route plan.
To edit a route plan:
1)
From the Central Manager, select the VCX server on which you want to add a
route plan (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans.
The Route Plans page appears.
3)
Locate the route plan you want to modify. Select one of the following options:
z
To modify sourced-based routing properties, click a route plan name in the Name
column.
z
To modify pattern properties, click a pattern name in the Pattern column. You can
modify these properties (described in Configuring Patterns), however any
modifications are globally applied to any VCX system feature that uses the
pattern.
z
To modify route properties, click a route name in the Route column. You can
modify the route name, however any modifications are globally applied to any
VCX system feature that uses the route.
4)
See the online Help for instructions on modifying a route plan.
Deleting a Route Plan
To delete one or more route plans:
1)
Select Directory Menu > Route Plans.
The Route Plans page appears.
2)
You can delete one route plan or multiple route plans.
z
To delete one route plan, click Delete in the Action column for the route plan you
want to delete.
z
To delete multiple route plans, enter a check mark in the check box preceding
each route plan you want to delete, then click Delete Selected.
A confirmation window appears prompting you to verify the delete action.
3)
Click OK.
The Route Plans page refreshes.
Managing Routes
A route identifies one or more end points. A route and a dial pattern are combined to
form a route plan. A route plan determines how a call processor directs calls.
If a route includes multiple end points, you can prioritize them. For example, a route can
include end points that identify a primary gateway server and a secondary gateway
server. If the primary gateway server end point is assigned a higher priority, calls
serviced by that route go the primary gateway. Calls are routed to the secondary
gateway server only if the primary is not available.
This section provides the following information on route management:
z
Adding, editing, or deleting a route
z
Assigning or removing end points for a route
z
Modifying end point priority
z
Managing Out Dial patterns for a route
Adding, Editing, or Deleting Routes
To add, edit, or delete a route:
1)
From the Central Manager, select the VCX server on which you want to add a
route (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > Routes.
The Routes page appears.
3)
See the online Help for instructions on adding, editing, or deleting a route.
After adding a route, assign an end point to the route, see Assigning or Removing
End Points for a Route.
Assigning or Removing End Points for a Route
An end point identifies a route destination. You must create an end point before you can
assign it to a route. See Managing End Points.
To assign an end point to a route or remove an assigned end point from a route:
1)
From the Central Manager, select the VCX server on which you want to add a
route (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > Routes.
The Routes page appears.
3)
In the Actions column for the route, click End Points.
The Route - Assigned End Points page appears.
4)
See the online Help for instructions on end point management for a route.
Editing Priorities of End Points Assigned to a Route
End point priority determines the order of call processing within a route. The end point
with the highest priority (zero ( 0 ) is the highest) processes all calls. If the end point with
the highest priority is unavailable, the end point with the next highest priority begins
processing calls.
End point priority is configured when you assign an end point to a route.
To change the priority of an end point assigned to a route:
1)
From the Central Manager, select the VCX server on which you want to add a
route (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > Routes.
The Routes page appears.
3)
In the Actions column for the route, click End Points.
The Route - Assigned End Points page appears.
4)
See the online Help for instructions on modifying the priority of an end point
assigned to a route.
Managing Out Dial Patterns for a Route
An Out Dial pattern is associated with an end point, and an end point can be assigned
to a route. An Out Dial pattern is optional configuration element for an end point and
determines how an outbound call that matches the destination pattern is modified.
You must create an Out Dial pattern before you can assign it to a route’s end point. See
Managing Out Dial Patterns.
You can also remove an Out Dial pattern from an end point assigned to a route.
To manage an Out Dial pattern for a route:
1)
From the Central Manager, select the VCX server on which you want to add a
route (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > Routes.
The Routes page appears.
3)
In the Actions column for the route, click End Points.
The Route - Assigned End Points page appears.
4)
In the Action column, click Out Dial Patterns for the appropriate end point.
The Route - End Point - Assigned Out Dial Patterns page appears, showing any Out
Dial patterns currently associated with the end point assigned to the route.
5)
See the online Help for instructions on managing an Out Dial pattern for a route.
Managing End Points
This section describes how to add, edit, and delete end points, and manage the Out
Dial patterns associated with them. An end point is usually a Tier 1 component that is a
destination in a route. End points are assigned to routes and are returned to the
signaling application in the route response. The end points you need to define depend
on your system configuration. See Route Plan Configuration Requirements for
information.
You can use the VCX Administrator provisioning application to manage the following
types of end points:
Gateway — Identifies the end point as either a media gateway, an IP Messaging
z
server, IP Messaging client, or an IP Conferencing server.
Terminal — Identifies the end point as a device that will not register within the
z
network.
Call Processor — Identifies the end point as a call processor. Use this type of call
z
processing end point when a call terminates at the end point (for example, in a
single-site system).
Redirect Call Processor — Identifies the end point as a redirect call processor.
z
Use this type of call processing end point when a call does not terminate at the end
point and therefore requires further routing information. For example, in a multi-site
system a regional office can act as a redirect call processor for its branch offices.
Calls from a branch to destinations outside of the branch are sent to the regional
office, which redirects each call to its proper destination.
You can delete an end point that is no longer required. However, an end point cannot
be deleted if it is associated with a route. The VCX Administrator provisioning
application will generate an error if you try to delete an end point that is associated
with a route.
To add, edit, or delete an end point:
1)
From the Central Manager, select the VCX server on which you want to add an
end point (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > End Points.
The End Points page appears.
3)
to perform.
See the online Help for instructions for the end point management task you want
Adding or Removing an Out Dial Pattern for an End Point
You can assign one or more Out Dial patterns to an end point. The Out Dial pattern
determines how an outbound destination number is modified. You must create an Out
Dial pattern before you can assign it to an end point. See Managing Out Dial Patterns.
You can also unassign an Out Dial patterns from an end point.
To add or remove an Out Dial pattern for an end point:
1)
From the Central Manager, select the VCX server on which you want to add an
Out Dial pattern (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > End Points.
The End Points page appears.
3)
In the Actions column for an end point, click Out Dial Patterns.
The End Point - Assigned Out Dial Patterns page appears.
4)
See the online Help for instructions on adding or removing an Out Dial pattern for
an end point.
Managing Trusted End Points
This section describes how to add, edit, and delete trusted end points. A trusted end
point is component in a VCX system that communicates with the VCX call processor.
Identifying an end point as trusted expedites call processing between a component and
the call processor. During the VCX call processor installation procedure, IP Messaging
servers and media gateways are automatically configured as trusted end points.
Note that, for redundant VCX systems, trusted end points are not replicated between
servers. A trusted end point configured on the primary or secondary server in a
redundant VCX system is not automatically configured on the other server in the pair. A
trusted end point must be explicitly configured on each server.
However, you may want to identify additional trusted end points after the installation in
the following circumstances:
z
You want to add additional media gateways to the VCX system.
z
You want to add a Conferencing server or Presence server to the VCX system.
z
You want to add a phone or range of phones as trusted end points.
z
You want to add a branch office to the VCX system.
As noted in the VCX Installation Guide, after installing a branch office server, the branch
server must be identified as a trusted end point on the VCX call processor server in the
associated regional office. If the branch Call Processor service fails, the branch IP
Messaging service can still interact with the call processor in the regional office.
To add, edit, or delete a trusted end point:
1)
From the Central Manager, select the VCX server on which you want to add a
trusted end point (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > Trusted End Points.
The Trusted End Points page appears. This page lists trusted end points configured
during the VCX installation procedure and any trusted end points configured through
this interface (or the command line interface or through the iMC network management
application).
3)
See the online Help for instructions for the trusted end point management task
you want to perform.
Managing Out Dial Patterns
This section provides information on how to add, edit, and delete Out Dial patterns. An
Out Dial pattern is an optional configuration element for an end point and determines
how the outbound destination number is modified. An end point can have many Out Dial
patterns.
For example, you may want to configure an Out Dial pattern for an end point that directs
a PSTN call through a PSTN interface so that it does not go through the IP network first
and then to the PSTN.
You can also configure an Out Dial pattern for an end point assigned to a route. In this
case, the Out Dial pattern could be used to strip off site-specific access codes. For
example, if the site code for a branch office is 8 and the defined pattern is 863*, you
would set the translation string as 63*. Stripping off the site code, 8, can improve call
routing efficiency.
You can add, modify, and delete Out Dial patterns.
An Out Dial pattern cannot be deleted if it is associated with a route. The VCX system
generates an error if you try to delete an Out Dial pattern that is associated with a
route.
To manage Out Dial patterns:
1)
From the Central Manager, select the VCX server on which you want to add an
Out Dial pattern (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > Out Dial Patterns.
The Out Dial Patterns page appears.
3)
See the online Help for instructions on adding, modifying, and deleting Out Dial
patterns.
Configuring Patterns
Patterns are used by the VCX call processor to route calls to the correct destination. For
example, in a multi-site VCX system, you can create a dial rule for each region that
includes a site prefix. You then create a pattern based on the site prefix and create a
route plan that associates the pattern with a route to a specific call processor (end point).
See Route Plan Configuration Requirements for more information.
You can use the VCX Administrator provisioning application to manage patterns through
either the Users Menu or the Directory Menu. A pattern configured through one menu
appears in the other menu.The Patterns menu option on both pages displays the same
set of configuration pages; only the access point is different.
To add, edit, and delete patterns:
1)
From the Central Manager, select the VCX server on which you want to add a
pattern (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Route Plans > Pattern
The Patterns page appears listing all the currently configured patterns.
3)
See the online Help for instructions for the pattern management task you want to
perform.
VCX software provides many patterns, including patterns for the emergency numbers
911 and 9911. If your country does not use 911 emergency dialing, you must ensure
that a dial pattern and dial plan exist for your emergency number, and that the dial
plan is included in the phone profile assigned to your users’ extensions. See
Configuring Emergency Services for more information.
Managing Advanced Routing Options
This chapter describes how to use the VCX Administrator web interface to manage
advanced call routing features.
This chapter includes the following topics:
z
Managing Requestors
z
Managing Holidays
z
Managing Week Day Bands
z
Managing Day Time Bands
z
Managing Calendar Bands
z
Configuring Number Translation Patterns
Be sure to set your Web browser preferences so that the cache is updated whenever
you modify or view a new web page.
Managing Requestors
This section describes how to manage requestors. Requestors are usually Tier 1 (for
example, a gateway) or Tier 2 (for example, the call controller) components used for
source-based input parameters for destination number routing and number translation
(see Managing Route Plans and Configuring Number Translation Patterns).
You can use the VCX Administrator provisioning application to add, edit, and delete
requestors.
To manage requestors:
1)
From the Central Manager, select the VCX server on which you want to add a
requestor (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Advanced > Requestors.
The Requestors page appears.
3)
See the online Help for instructions on adding, modifying, and deleting
requestors.
Managing Holidays
This sections describes how to manage calendar holidays based on month and day.
The configured holiday date can be used for source-based input parameters for
destination number routing and number translation (see Managing Route Plans and
Configuring Number Translation Patterns). The holiday data can also be used for
scheduling group or phone call coverage (see Hunt Group and Attendant Call Coverage
Options and Configuring Call Coverage for a Telephone).
For example, you can configure January 1 as a holiday (New Year’s Day). When you
set up call coverage for a group, you can specify that calls received on New Year’s Day
should routed to a special holiday coverage number.
You can use the VCX Administrator provisioning application to add, edit, and delete
holidays.
To manage a holiday:
1)
From the Central Manager, select the VCX server on which you want to add a
holiday-based routing parameter (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Advanced > Holidays.
The Holidays page appears.
3)
See the online Help for instructions on adding, modifying, and deleting holidays.
Managing Week Day Bands
This section describes how to manage week day time bands. The configured data can
be used for source-based input parameters for destination number routing and number
translation (see Managing Route Plans and Configuring Number Translation Patterns).
The week day time bands can also be used for scheduling group or phone call
coverage (see Hunt Group and Attendant Call Coverage Options and Configuring Call
Coverage for a Telephone).
For example, you can configure Saturday and Sunday as a week day band named
Weekend. When you set up call coverage for a group, you can specify that calls
received on Saturday or Sunday should routed to a special weekend coverage number.
You can use the VCX Administrator provisioning application to add, edit, and delete
week day bands.
To manage week day bands:
1)
From the Central Manager, select the VCX server on which you want to add a
weekday-based routing parameter (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Advanced > Week Day Bands.
The Week Day Bands page appears.
3)
See the online Help for instructions on adding, modifying, and deleting week day
bands.`
Managing Day Time Bands
This section describes how to manage day time bands. Day time bands are based on
the hour, minute, and second for a single day. The configured data can be used for
source-based input parameters for destination number routing and number translation
(see Managing Route Plans and Configuring Number Translation Patterns). The day
time bands can also be used for scheduling group or phone call coverage (see Hunt
Group and Attendant Call Coverage Options and Configuring Call Coverage for a
Telephone).
For example, you can configure 12:00 through 13:00 as a daily one hour time band
named Lunch. When you set up call coverage for a group, you can specify that calls
received between 12:00 through 13:00 should routed to a special lunchtime coverage
number.
You can use the VCX Administrator provisioning application to add, edit, and delete day
time bands.
To manage day time bands:
1)
From the Central Manager, select the VCX server on which you want to add a
time range-based routing parameter (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Advanced > Day Time Bands.
The Day Time Bands page appears.
3)
See the online Help for instructions on adding, modifying, and deleting day time
bands.
Managing Calendar Bands
This section describes how to manage calendar bands. Calendar bands are based on a
calendar time band table, which includes the year, month, day, hour, minute, and
second. The configured data can be used for source-based input parameters for
destination number routing and number translation (see Managing Route Plans and
Configuring Number Translation Patterns). The calendar bands can also be used for
scheduling group or phone call coverage (see Hunt Group and Attendant Call Coverage
Options and Configuring Call Coverage for a Telephone).
For example, you can configure June 30, 2007 0:01 through July 9, 2007 0:01 as a
nine-day band named Company Shutdown. When you set up call coverage for a group,
you can specify that calls received during that nine day period should routed to a
special company shutdown coverage number.
You can use the VCX Administrator provisioning application to add, edit, and delete day
time bands.
To manage calendar bands:
1)
From the Central Manager, select the VCX server on which you want to add a
date-based routing parameter (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Advanced > Calendar Bands.
The Calendar Bands page appears.
3)
See the online Help for instructions on adding, modifying, and deleting calendar
bands.
Configuring Number Translation Patterns
To successfully communicate with other voice networks, the VCX system translates
numbers based on source and destination calling patterns.
For example, if an end user dials number 456789 and the number translation is
configured so that the source pattern equals *and the destination pattern equals 456*,
the result pattern is *@3com.com. In this example, the “*” is 789 because the user
dialed 456789 and the destination pattern is 456*. 789 is used in place of the * in the
result pattern, and the translation is [email protected] 456789, the original phone
number, gets translated as [email protected] and is processed accordingly.
You can use the VCX Administrator application to manage number translation on
either the Users Menu or the Directory Menu. This section describes how to configure
number translation through the Directory Menu. Number translations configured in one
interface do not appear in the other interface.
Understanding Translation Algorithms
This section describes how pattern matching and translation strings are used. The
outbound destination number is translated using the match pattern ID and translation
string. The match string is a regular expression that matches the outbound destination
number. The translation string determines how the destination number is translated.
The translation string is specified with a semi-regular expression format. A translation
string with an asterisk (*) means perform no translation just use the full destination
number string that matched in the match string. A translation string with pre-pended
characters has those characters pre-pended to the translated destination number.
See the examples in Table 29:
Table 29 Destination Number Translation Algorithm
Destination
Number
Match
String
Translation
String
Translated
Destination
Number
18472222411
1847*
*
2222411
4413012345
44*
*
13012345
6302221234
630*
1630*
16302221234
3125551212
*
*
3125551212
01144962211
2345
01144*
*
622112345
Comments
Strips off the area
code
Strips off the country
code
Pre-pends a 1
No translation, this is
the default
Strips off the
international prefix
and country code
Adding a Number Translation Pattern
You can configure a number translation to support VPN translations or to implement
source-based routing.
To add a number translation:
1)
From the Central Manager, select the VCX server on which you want to
configure a number translation (see Accessing a VCX Site through the Central Manager).
2)
Select Directory Menu > Advanced > Number Translations.
The Number Translations page appears.
3)
Click Add Number Translation.
The Add Number Translation page appears.
4)
See the online Help for instructions on adding a number translation.
Editing Number Translation Patterns
To edit the pattern properties associated within a number translation:
1)
Select Directory Menu > Advanced > Number Translations.
The Number Translations page appears.
2)
This page provides the following editing options:
z
Edit the properties of the selected Number Translation.
z
Edit the pattern associated with the selected Number Translation. Note that any
modifications are globally applied to any VCX system feature that uses that
pattern (for example, a route plan).
z
Edit the requestor associated with the selected Number Translation. Note that
any modifications are globally applied to any VCX system feature that uses that
requestor.
z
Edit the phone profile associated with the selected Number Translation. Note that
any modifications are globally applied to any VCX system feature that uses that
profile.
z
Edit a holiday, week day band, day time band, or calendar band associated with
the selected Number Translation. Note that any modifications are globally applied
to any VCX system feature that uses that holiday or band.
3)
See the online Help for instructions on modifying a number translation.
Deleting Number Translations
To delete a number translation pattern:
1)
Select Directory Menu > Advanced > Number Translations.
2)
You can delete one or multiple number translations:
z
To delete one number translation, click Delete in the Action column.
z
To delete multiple number translations, enter a check mark in the check box
preceding each number translation, then click Delete Selected.
A confirmation box appears prompting you to confirm the delete action.
3)
Click OK.
The Number Translations page refreshes and the deleted number translation is not
listed.
Configuring the Call Reports Application
This chapter describes how to configure and use the VCX Call Reports application to
view Call Detail Records (CDRs) collected by the server hosting the VCX Accounting
service for each office (regional and any associated branches).
This chapter includes the following topics:
z
Call Detail Records Overview
z
Accessing the Call Reports Application
z
Changing Daylight Saving Time Settings
z
Downloading CDR Data
z
Managing the CDR Display and Generating Reports
z
Changing Configuration Preferences
z
Uninstalling the Call Reports Application
Call Detail Records Overview
Call Detail Records (CDRs) contain information about each call that is processed by the
VCX IP Telephony Suite.
CDR information can be generated by either a gateway, the IP Messaging server, or the
call processor. These components send the CDR information directly to the Accounting
server.
In general, the CDR generating component is responsible for deciding which CDR fields
are appropriate for that particular type of component.
Typically, one CDR is generated by a component at the open (or start) of a call and
another CDR is generated at the close (or end) of a call. Also, CDRs are generated by
components on the ingress (incoming) and egress (outgoing) sides of a call.
The Accounting server supports the 3Queue protocol for receiving CDRs. 3Queue is a
high-performance, reliable, 3Com proprietary protocol which uses ASN.1 formatted
UDP messages. The UDP messages are sent to and received from the back-end
servers.
The Call Reports application can retrieve and display Call Detail Records (CDRs) from
a VCX or IP Messaging server. You can schedule the Call Reports application to
retrieve CDRs at a specific time or you can retrieve them on demand. The Call Reports
application also includes an option for creating reports that contain a subset of CDR
information by filtering content.
The VCX Call Reports application is available on the 3Com Partner Access web site
and is installed on a personal computer. The download and installation process is
described in the VCX Installation Guide.
Microsoft .NET Framework version 2.0 or later must be installed on the personal
computer before the VCX Call Reports application is installed. The .NET Framework
software is available from the Microsoft Download Center.
See the VCX Maintenance Guide for information on configuring the Accounting and Call
Records servers.
Accessing the Call Reports Application
To access the VCX Call Reports application:
1)
Log in to the personal computer running the VCX Call Reports application.
2)
From the Start menu, click VCX Call Reports. The installation default location is
Start | All Programs | 3Com VCX | VCX Call Reports.
The VCX Call Reports application main window appears. See Figure 29.
Figure 29 VCX Call Reports Application
The first time you start the VCX Call Reports application, the application prompts you for
the following configuration information:
z
The IP address of the server hosting the VCX call processor.
z
The IP address of the server hosting the IP Messaging module.
z
Whether or not the Call Reports application should automatically retrieve CDRs.
z
The format used to display CDR fields.
You can modify any of these, and other, configuration preferences at any time. See
Changing Configuration Preferences.
Changing Daylight Saving Time Settings
You can use the Daylight Saving Parameters dialog box to change Daylight Saving
Time (DST) information, such as start time, end time, and offset.
1)
From the View menu, select Daylight Saving.
2)
In the Daylight Saving Parameters dialog box, change your DST settings.
z
Start Time - Start time of DST.
z
End Time - End time of DSTime.
Offset - The value of hours must be between -23 and 23. The value of minutes
z
must be between -59 and 59.
z
Select VCX to apply the DST to VCX.
z
Select IP Messaging to apply the DST to IP Messaging.
3)
Click Apply.
When changing these settings, you must download your data again. The DST settings
take effect only when you download the data.
Downloading CDR Data
CDRs can be downloaded from either the VCX or IP Messaging applications within the
IP Telephony Suite, and can be retrieved either manually or automatically.
See the VCX Maintenance Guide for a description of VCX CDR fields.
See the IP Messaging Module Operations and System Administration Guide for
information on the IP Messaging CDRs.
Retrieving VCX CDRs Manually
To manually retrieve the latest VCX CDRs:
1)
Select VCX in the Data selection pane.
2)
From the Data menu, select VCX, then select Download VCX Records.
The Retrieving CDR records from server dialog box opens and the application
begins retrieving CDRs.
3)
When the status bar in the dialog box indicates the download is complete, click
Close.
Retrieving VCX CDRs Automatically
To automatically retrieve the latest VCX CDRs at a specific time interval:
1)
Select VCX in the Data selection pane.
2)
From the View menu, select Preferences.
3)
In the Preferences dialog box, select the Retrieval tab.
4)
Enter a check mark in the check box labeled VCX: Automatically retrieve every
<hour> hours field.
5)
In the <hour> field, enter how often, in hours, you want the VCX Call Reports
application to retrieve CDRs.
6)
Click OK.
Managing the CDR Display and Generating Reports
This section provides a general description of the features available in the VCX Call
Reports user interface. For detailed information, see the online help provided with the
application.
You can control how CDRs are displayed:
Use the Display tab in the Preferences dialog box (from the View menu, select
z
Preferences) to specify whether to display all records or a subset of records.
Use the Column Selection option (from the View menu, select Column Selection) to
z
specify which fields should be displayed for each CDR.
Use the Grids menu option to customize how rows and columns are displayed. You
z
can rearrange the sequence of columns, sort the data by column, and filter the
displayed data (for example, show only CDRs generated on a specific date). You can
then create a grid for each customized display.
You can use the Purge Old Records option (from the Data menu, select Purge Old
Records) to remove CDRs locally (records are not removed from the VCX server).
You can use the Reports option to generate reports based on one of the supplied
formats or create customized reports.
Changing Configuration Preferences
You can use the Preferences dialog box to change VCX server access information,
such as server IP address. You can also use this dialog box to set CDR retrieval options
and CDR display options.
1)
Select VCX in the Data selection pane.
2)
From the View menu, select Preferences.
3)
In the Preferences dialog box, select the Server tab.
4)
Enter the required information using Table 30 as a guide.
Table 30 Call Reports Application Preferences Fields
Field Section
Field
Description
Enter the IP address of the server
storing the CDRs you want to view.
This can be the server hosting:
z
z
VCX IP Address
Network Addresses
IPMSG IP Address
VCX CDR Login
User Name
Password
An Accounting service — Enter the
IP address associated with eth1 on
the primary VCX call processor.
The Call Records service — If you
have configured a Call Records
service to collect CDRs from
multiple Accounting services, enter
the IP address of the server hosting
the Call Records service. Typically,
in a multi-site VCX system the Call
Records service runs on separate
Call Records server.
Enter the IP address of the server
hosting the primary IP Messaging
module.
Specifies the username of the account
used to access the directory on the
VCX server to which CDRs are written.
The default is cworks.
Specifies the password of the account
used to access the directory on the
VCX server to which CDRs are written.
The default is cworks.
Field Section
Field
Description
Specifies the path on the VCX server
where CDRs are located.
For a server hosting the Accounting
service, the default path is:
/opt/3com/VCX/acctxml/
db/export
Remote Directory
For a Call Records Server, the default
path is:
/opt/3com/VCX/bssxml/data/
defaultGroup/outbox
User Name
IPMSG Server
Login
Password
Remote Directory
The VCX-supplied Accounting service
group defaultGroup is specified by
default. However, this group, by
default, contains no Accounting
services and is disabled (see the VCX
Maintenance Guide).
Specifies the username of the account
used to access the directory on the IP
Messaging server to which CDRs are
written. The default is app.
Specifies the password of the account
used to access the directory on the IP
Messaging server to which CDRs are
written. The default is nice.
Specifies the default path on the IP
Messaging server where CDRs are
located. The default directory is:
/usr/app/app.dir/vmcdr.dir/
Uninstalling the Call Reports Application
To uninstall the Call Reports application:
1)
From the Start menu, click Control Panel.
The Control Panel window appears.
2)
Click Add or Remove Programs.
The Add or Remove Programs window appears.
3)
From the Currently installed programs column, select 3Com VCX Call Reports.
4)
Click Change/Remove.
5)
Click OK.
The program uninstalls. If prompted, reboot your computer.
Configuring the VCX LDAP Synchronization
This chapter describes how to configure and use the VCX LDAP Synchronization.
This chapter includes the following topics:
LDAP Synchronization Overview
Configuring VCX LDAP Synchronization
Using VCX LDAP Synchronization
LDAP Synchronization Overview
LDAP synchronization feature alloweds administrators to:
z
Use a supported LDAP directory source to perform a bulk import of users and their
extensions into VCX, creating the user names and extensions in VCX and
automatically assigning a default class of service to imported users.
z
Use the LDAP directory as the main interface for basic user management (adding,
removing and changing users and associated extensions)
z
Synchronizing changes made in the LDAP directory with the VCX. Note that this is
a one way synchronization. i.e. changes flow from the LDAP server to the VCX.
Changes made to basic user information on VCX are not reflected in the LDAP
directory. In case of a conflict, the LDAP server version of data wins over the data
entered in VCX (so the LDAP server is the primary authority for basic user
information).
z
Starting with VCX 9.0, LDAP Synchronization application can select appropriate
users from LDAP server and synchronize them into VCX directory via a LDAP filter.
LDAP integration supports the following LDAP servers:
z
IBM Domino Server on System I
z
IBM Directory Server on IBM i OS
z
IBM Domino Server on Power Systems
z
IBM Domino Server on Microsoft Windows server 2003 & 2008
z
Microsoft Active Directory on Microsoft Windows Server 2003 & 2008
z
OpenLDAP on Linux
VCX administrator can perform synchronization as a one time activity (as part of first
time to provision user accounts) or periodically at a set configurable time interval (users
created or deleted in supported LDAP Directory servers are then automatically
synchronized with users in VCX).
Configuring VCX LDAP Synchronization
To apply the LDAP synchronization function(LdapSync), you need to configure the
LADP synchronization parameters. Table 31 describes the LDAP synchronization
parameters
Table 31 LDAP synchronization parameters
Field
LDAPEnableStatus
LDAPServer
LDAPPortNumber
LDAPBaseDN
LDAPUsername
LDAPPassword
LDAPSyncInterval
LDAPNonVCXUserID
LDAPFilter
Description
Sets LDAPEnableStatus to Y to allow LDAP
synchronization or to N to deny LDAP
synchronization. LDAP synchronization program
after being enabled will check the LDAPEnableStatus
value. If the value is No, the program quits. The
following synchronization parameters are effective
only if LDAPEnableStatus is set to Y.
Specifies the LDAP Server for synchronization.
Specifies the LDAP access port number, which is 389
by default.
Specifies the port of the Distinguish Name (DN) for
accessing the LDAP server.
Specifies the user name for accessing the LDAP
server.
Specifies the user password for accessing the LDAP
server.
Specifies the synchronization period, in the range of
300 to 86400 minutes. 1800 by default.
Configures the ID for non-VCX users. If this ID is
contained in the description field of a user on the
LDAP server, information of this user will not be
synchronized by the LDAP server to VCX. The default
value is non-VCX user.
Specifies the filtering rules for the LDAP
synchronization program. Only the users matching
the filtering rules are synchronized to VCX.
The LDAPFilter value must comply with the LDAP Filter syntax. For details, see RFC
4515 Lightweight Directory Access Protocol (LDAP): String Representation of Search
Filters.
You can configure LDAP synchronization parameters in two ways. For details, see VCX
Configuration and Custom Configuration.
z
VCX Configuration.
z
Custom Configuration.
VCX Configuration
The LdapSync application can be configured as following during initial VCX
configuration or VCX re-configuration:
The LDAP Synchronization feature automatically synchronizes user accounts on
the VCX IP Telephony system with users retrieved from an LDAP server.
To enable LDAP Synchronization on this system, say 'Y' here.
Enable LDAP Synchronization
: Y
LDAP Synchronization requires the host name or IP address of the LDAP Server
with which to synchronize.
LDAP Server
: 152.67.123.54
What port number is used by the LDAP service on the LDAP Server? Note that the
default will be correct in most cases.
LDAP Server Port Number
: 389
What username should be used when accessing the LDAP server?
LDAP Server Username
:
What is the password for the LDAP server username provided previously?
LDAP Server Password
:
LDAP Server Password (confirm)
:
Input the Base Distinguished Name (DN) for retrieving users from the LDAP
server.
LDAP Base DN
: /
Synchronization of information between the LDAP server and the VCX IP
Telephony system is done on a periodic basis. Enter the interval between
synchronizations (in seconds).
LDAP Synchronization Interval (seconds)
: 300
The Non-VCX User Identifier is used to identify users which should not be
automatically added to the VCX IP Telephony system.
LDAP Server Non-VCX User Identifier
: non-VCX user
The LDAP Synchronization Filter is used for retrieving the appropriate records
for this site.
LDAP Synchronization Filter
:
Custom Configuration
The configLdapSync script located in the /opt/3com/VCX/vcxdata/vcx-bin directory can
be used to configure the LdapSync configuration parameters.
logged in as root to use the script.
The user is prompted with the following:
1) Set LDAPEnableStatus
2) Get LDAPEnableStatus
3) Set LDAPServer
4) Get LDAPServer
5) Set LDAPBaseDN
6) Get LDAPBaseDN
7) Set LDAPUsername
8) Get LDAPUsername
9) Set LDAPPassword
a) Get LDAPPassword
b) Set LDAPSyncInterval
c) Get LDAPSyncInterval
The user must be
d) Set LDAPNonVCXUserID
e) Get LDAPNonVCXUserID
f) Set LDAPPortNumber
g) Get LDAPPortNumber
h) Set LDAPFilter
i) Get LDAPFilter
q) Exit
Please enter an operation:
The user then selects an operation and types in its corresponding number (or q to exit).
If a set operation is selected, the user is prompted for the value of the set. Once an
operation is complete, the user is prompted for another operation.
LDAP synchronization program will be stopped (if it is running) when you run
configLdapSync. After configuration synchronization parameters, select q) Exit so that
LDAP synchronization program will be automatically started.
Using VCX LDAP Synchronization
Non-VCX user identifier
A non-VCX user identifier identifies which users should not be automatically added to
the VCX directory. This user identifier is specified during configuration of the VCX LDAP
Synchronization. The default non-VCX user identifier is non-VCX user.
If a user has already been added to the VCX directory, the user is removed from the
VCX directory when the non-VCX user identifier is specified in their Description field.
The non-VCX user identifier can be modified by configLdapSync script. See Custom
Configuration.
LDAP Synchronization scenarios
The following types of changes in the LDAP server are synchronized to the VCX
directory:
z
The addition of a new user in the LDAP server causes the user to be added to the
VCX directory as long as the telephone field is filled out and the non-VCX user
identifier is not specified in the description field of user's information.
z
The deletion of a user in the LDAP server causes the user to be removed from the
VCX directory.
z
Update to any LDAP user attributes causes the associated field in the VCX
directory entry to be updated for that user.
z
Deletion of the user's phone number in the LDAP server causes the user to be
removed from the VCX directory.
Logout of end points: The user must be logged out of all end points (hard phones, soft
phones, wi-fi phones, and so on) before they can be removed from the VCX directory.
LDAP Synchronization with Active Directory
Active Directory Domain Services on Windows Server 2008 and Domain Controller on
Windows Server 2003 both supply the domain services which are widely used. Before
the LDAP Synchronization with Active Directory, the Active Directory server should be
installed in advance.
Creating new users in AD
Create new user objects or inetOrgPerson objects using Active Directory Users and
Computers (ADUC) as the below figure:
Figure 30 Create a new person using ADUC
The red box of Full name is the cn of this person which can't be modified at the below
steps. The red box of User logon name is the sAMAccountName of this person (exactly,
sAMAccountName is jimgreen, not [email protected] or 3COM\jimgreen, in this
example).
The sAMAccountName field of person in Active Directory is forwarded to VCX as web
login name.
Then edit the information needed by LDAP Synchronization by double click this person,
the figure is as below:
Figure 31 Edit person's properties
In the general tab, we can edit the First name, Last name, Description, Telephone
number and E-mail, whose corresponding LDAP attributes are as below: givenName,
sn, description, telephoneNumber and mail. We can edit the other attributes in the other
tabs.
Table 32 LDAP attributes and ADUC person attributes
LDAP Attribute Name
ADUC Tab
title
Organization
Attribute Display
Name
Job Title
givenName
General
First Name
sn
General
Last Name
cn
N/A
Name
street
N/A
N/A
streetAddress
Address
Street
officestreetaddress
N/A
N/A
l (lowercase of "L")
Address
City
st
Address
State/Province
postalCode
Address
Zip/Postal
telephoneNumber
General
Telephone Number
sAMAccountName
Account
User logon name
mail
General
E-Mail Address
description
General
Description
The telephoneNumber field is mandatory for VCX LDAP Synchronization.
Working with the non-VCX user identifier
The non-VCX user identifier is used in the Active Directory in the Description field of a
Person properties in General tab. When this field is set to the non-VCX user identifier or
contains the non-VCX user identifier, the user is not added to the VCX directory.
The non-VCX user identifier can be modified by configLdapSync script. See Custom
Configuration.
The person in below figure will not be added to VCX directory. If a user has already
been added to the VCX directory, the user is removed from the VCX directory when the
non-VCX user identifier is specified in their Description field
Figure 32 Description field in person's properties
Configuring VCX LDAP Synchronization
Only introduce these VCX LDAP Synchronization parameters as below :
z
LDAPUsername
Create a user object or inetOrgPerson object person in Active Directory, set a
password for this person and enable this account. In the Account tab of this
person's properties, the user logon name is available. During configuration of VCX
LDAP Synchronization, we can set LDAPUsername as [email protected]
Figure 33 Account in person's properties
z
LDAPBaseDN
During the installation of Active Directory Domain Services (same as Active
Directory Domain Controller), we configure the fully qualified domain name (FQDN)
as 3Com.com for example, such as the figure below.
Figure 34 FQDN of Active Directory Domain Services
The corresponding DN of the root domain is dc=3Com,dc=com. We can configure
the LDAPBaseDN of VCX LDAP Synchronization as dc=3Com,dc=com. If the
FQDN of Active Directory is set as vcx.3Com.com, then the corresponding DN of
the root domain is dc=vcx,dc=3Com,dc=com.
However, we can adopt another configuration to achieve a higher efficiency for VCX
LDAP Synchronization.
z
In the left navigation frame, click the root domain. Then right click at the right
pane and select New -> Organizational Unit, shown as the figure below.
Figure 35 Create an organizational unit under the node of 3Com.com
z
Create a new Organizational Unit, for example, myOrganization. The DN of this
directory is ou=myOrganization,dc=3Com,dc=com. Then create persons under
myOrganization. During the configuration of VCX LDAP Synchronization, we can
set BaseDN as ou=myOrganization,dc=3Com,dc=com, then we can forward the
persons' infomation under myOrganization to VCX directory.
z
LDAPFilter
We can use the fields shown in table of LDAP attributes and ADUC person
attributes, The value of LDAPFilter should in compliance with the syntax of LDAP
Filter, which is defined in RFC 4515: Lightweight Directory Access Protocol (LDAP):
String Representation of Search Filters.
LDAP Synchronization with Domino server
Create a new person using Domino Administrator client, and edit the attributes of this
person. In the Basic tab, we can edit the First name, Last name, Short name/UserID,
Internet address, whose corresponding LDAP attributes are as below: givenName, sn,
uid, and mail.
Figure 36 Add and edit a new person using Domino Administrator client
We can edit the other attributes in the other tab.
Table 33 Domino LDAP attributes that get synchronized to the VCX directory
LDAP Attribute Name
Domino Administrator Tab
title
Work/Home-Work
Attribute Display
Name
Title
givenName
Basics-Basics
First name
sn
Basics-Basics
Last name
cn
Basics-Basics
User name
street
N/A
N/A
streetAddress
N/A
N/A
officestreetaddress
Work/Home-Work
Street address
l (lowercase of "L")
Work/Home-Work
City
st
Work/Home-Work
State/Province
postalCode
Work/Home-Work
Zip/Postal code
telephoneNumber
Work/Home-Work
Office phone
uid
Basics-Basics
Short name/UserID
mail
Basics-Mail
Internet address
description
Miscellaneous
Comments
The
fields of
telephoneNumber
and
uid
are mandatory
for
VCX
Synchronization.
Setting up LDAP services for the Domino server
Perform the following steps to set up LDAP services for the Domino server:
LDAP
z
During the installing and setting up of Domino server, select Directory services.
Shown as the figure below:
Figure 37 Setup LDAP services for Domino server
Press the Customize button to ensure that the LDAP Server is selected.
Figure 38 Advanced Domino Services
Enabling LDAP services for the Domino server
LDAP must be enabled for the Domino server that is synchronized with the VCX
directory.
Perform the following steps to make sure this task is configured properly:
z
Open the Domino Administration client.
z
Click the Configuration tab.
z
Navigate to Server -> All Server Documents and double-click the Domino server
document for the Domino server.
z
Click the Edit Server button to put the document into edit mode.
Important: Synchronization of users in the VCX database is keyed from the Office
phone field. If this field is empty in the Person document in the Domino Directory, the
user is not added to the VCX database.
Logout of end points: The user must be logged out of all end points (hard phones, soft
phones, wi-fi phones, and so on) before they can be removed from the VCX directory.
5. Click the Ports tab and the Internet Ports subtab. On the Internet Ports tab, click the
Directory tab. On the Directory tab (in the figure below), the TCP/IP port status field
must be set to Enabled.
Figure 39 Enabling the LDAP port for the Domino server
z
Click Save & Close to exit the Domino server document.
z
The LDAP task should start when the Domino server starts.
Modifying the Domino LDAP configuration
In this section, we explain the required Domino server configuration and Domino LDAP
configuration changes.
The Global Configuration document for the Domino LDAP server must include the
LDAP attribute types. To add the attribute types:
z
Open the Domino Administration client.
z
Click the Configuration tab.
z
In the left navigation frame, click Server -> Configurations.
z
Open the Global Configuration document, or create one if it does not already exist.
The Global Configuration document has a server name of * - [All Servers]. To create a
new Global Configuration document, click Add Configuration. On the Basics tab,
select Use these settings as the default settings for all servers as shown in the
below figure.
Figure 40 Creating or modifying the Global Configuration document
z
Click the LDAP tab and click Select Attribute Types.
LDAP tab: The LDAP tab is not available until you select the Use these settings as the
default settings for all servers option on the Basics tab.
z
In the LDAP Attribute Type Selection window (Figure 41):
z
In the Object Classes field, type an asterisk (*).
z
Click the Display Attributes button.
Figure 41 Attribute Type Selection for VCX LDAP synchronization
z
In the Selectable Attribute Types section, select the telephoneNumber attribute
and click Add.
The telephoneNumber LDAP attribute maps to the work phone number field in the
Person document. If this attribute type is not added to the Domino LDAP directory,
LDAPSync will not function properly.
z
z
Click OK to finish adding the attribute to the Domino LDAP schema.
Click Save & Close.
z
End and restart the Domino server for the LDAP attribute change to take effect.
Our testing has shown that reloading the LDAP schema is not always sufficient. To be
safe, stop and restart the Domino server for the LDAP schema change to take effect.
Full text indexing of the Domino Directory
You must ensure that the Domino Directory is enabled for full text search to provide
adequate performance for LDAP services. Without the full text index created, each
Domino LDAP search is a linear search. With a linear search, the more users there are
in the directory, the worse the performance becomes.
To full text index the Domino Directory:
z
Open the Domino Administration client.
z
Click the Configuration tab (in the below figure).
Figure 42 Full text indexing the Domino Directory
z
In the left navigation frame, expand Directory ->LDAP and click Settings.
z
Click the Edit LDAP Settings button.
z
For the Automatically Full Text Index Domino Directory? field, select Yes.
z
Click Save & Close to save your changes.
z
Stop and restart the Domino server.
Configuring LDAP synchronization
Only introduce the BaseDN parameter of VCX LDAP Synchronization.
During the setup of Domino server, we set the domino domain name as 3Com for
example, shown as in the figure below. When we configure the VCX LDAP
Synchronization, the BaseDN can be set as o=3Com or blank.
Figure 43 Domino domain name
If BaseDN is set as o=3Com, VCX LDAP Synchronization can retrieve the persons in
the 3Com domain.
If BaseDN is set as blank, VCX LDAP Synchronization can retrieve the persons under
root directory and subdirectories.
We can add a person to 3Com domain by adding prefix /3Com in person's user name,
such as the figure below.
Figure 44 Adding a person to 3Com domain
LDAP Synchronization with OpenLDAP and IBM Directory
In OpenLDAP and IBM Directory, we should create inetOrgPerson object person whose
attributes is as below.
Table 34 LDAP attributes of inetOrgPerson used in LDAP SynchronizationP
LDAP Attribute Name
title
givenName
sn
cn
street(streetAddress)
l (lowercase of "L")
st
postalCode
telephoneNumber
uid
mail
description
When using OpenLDAP server, the commands such as ldapadd, ldapdelete, ldapmodify,
ldapsearch can be used for adding and deleting inetOrgPerson object information.
Related commands and files
1)
Command for configuring VCX LDAP synchronization parameters:
/opt/3com/VCX/vcxdata/vcx-bin/configLdapSync
2)
Commands for enabling/disabling VCX LDAP synchronization program:
/opt/3com/VCX/vcxdata/ldapsync/bin/vcxLdapSync start
/opt/3com/VCX/vcxdata/ldapsync/bin/vcxLdapSync stop
3)
Commands for clearing middle state files and user information synchronized
from the LDAP server:
4)
a
Enter the directory: /opt/3com/VCX/vcxdata/ldapsync/bin/
b
Execute the command:./removeAllLdapUsers
LDAP synchronization logs:
/var/log/messages
Notes and limitation for LDAP synchronization
When performing LDAP synchronization, note that:
z
Only inetOrgPerson users on the LDAP server can be synchronized to the VCX
server. Users of other types, such as person and organizationalPerson, are not
synchronized.
z
During the synchronization process, the First Name field (givenName on LDAP
Server) is processed as follows:
If givenName is not a null value, it is used as the user name on the VCX server.
If givenName is null, uid value is used as the user name and displayed on the Web
console. The user name on the VCX server cannot be null.
UID and telephoneNumber fields can be null on the LDAP server but must be no
z
null values for LDAP synchronization.
If the telephoneNumber of the LDAP user or the UID is null, this user is not allowed
z
to be synchronized to VCX directory
The uid field must have a unique value because it is used as the username to log in
z
to the VCX system.If two LDAP users with the same UID, only one user is allowed to
be synchronized to VCX directory.
During the LDAP synchronization process, the following telephone number
z
processing policies are adopted:
When obtaining user information, en dash, plus sign, comma, and space in the
phone number are removed to form a new phone number.
Phone numbers containing other non-numeric characters are considered invalid
numbers, which will not be synchronized to the VCX system.
Phone numbers on the LDAP server contain 3 to 15 characters. Numbers with more
than 15 characters are not synchronized.
VCX does not support phone numbers starting with 0; therefore, those numbers
starting with 0 are not synchronized.
During the synchronization process, street-related fields are processed based on
z
the following precedence rules and policies:
1)
If street is a no null value, street-1 of VCX equals to street.
2)
If street is null but streetAddress is a no null value, street-1 equals to
streetAddress.
3)
If street and streetAddress are null but officestreetaddress is a no null value,
street-1 equals to officestreetaddress.
4)
z
If the three attributes are null, street-1 is set to Unknown.
If users and phone numbers that are synchronized from the LDAP server are
removed from the web console, these users and numbers are synchronized again to
the VCX server.
z
During the initial bulkload, the number of user should usually be limited to 5000.
Specially, when active directory is used, the active directory cannot supply more than
1000 pieces of results. When domino server is used, the number is to be determined.
z
The validation of users' name (First name, last name), user id, and e-mail are not
checked in VCX LDAP Synchronization.
z
The password of the LDAP user can not be synchronized to VCX directory. The
default user password of synchronized user in VCX directory is "changeme" and the
default phone password is "12345".
z
The last one user added or modified in Domino server can not be immediately
synchronized to VCX directory. This user can be synchronized later (about several
minutes later, not constant minutes). It is recommended that you try the command
Tell LDAP ReloadSchema to manually refresh the schema from the Domino console.
z
To avoid language mismatch, the languages of user information in the LDAP server
should be the same as the languages supported by VCX database server. Now the
language supported by VCX database is English.
z
Before upgrading the VCX from version 8.0 to 9.0, you need to use the
removeAllLdapUsers
command
in
the
/opt/3com/VCX/vcxdata/ldapsync/bin/
directory to remove the information of subscribers and their telephones synchronized
from LDAP. After the upgrading, configure LDAP synchronization again, and then the
subscribers and their telephones can be synchronized to the VCX.
Troubleshooting for LDAP synchronization
During the LDAP synchronization process, the following prompts may appear:
1)
System
log
information:
"ldapsync:
CommunicationException
getLdapUsersFromServer"
A failure occurs during connecting to the LDAP server due to LDAPServer or
LDAPPortNumber configuration error. Please check the system parameters.
2)
System log information: "AuthenticationException getLdapUsersFromServer"
The username or password is invalid. Please check that the user information
configured on the LDAP server satisfy the requirements of the VCX server.
3)
System log information: "NameNotFoundException getLdapUsersFromServer"
A DN port error exists. Please check that the VCX and LDAP server configurations
are correct.
4)
System log information: "Phone and User already exist and No Mac address has
been specified "
Telephone number of a user synchronized from the LDAP server is removed from the
Web configuration console but the user is not removed. Telephone number of this user
cannot be synchronized to the VCX database. Please remove the user from the web
console. After one or two synchronization period, this user and the phone number will
be added to the VCX system.
5)
System log information: "Exception getLdapUsersFromServer:
Unprocessed
Continuation Reference(s) "
LDAP servers returned a search reference. A search reference is only returned on a
search operation and indicates that the server was able to locate the entry referred
to by the baseObject but was unable to search all the entries in the scope at and
under the baseObject. Please modify the BaseDN configuration.
6)
System log information: " Exception getLdapUsersFromServer: LDAP:error 4 -
Sizelimit Exceeded"
The number of search results is limited on Active Directory server. When the
number of users synchronized from Active Directory on Windows 2003&2008
Server
exceed
1000,
synchronization
process
fails.
Please
modify
the
MaxPageSize value of Active Directory to solve this issue. No such issue occurs in
OpenLDAP.
7)
System
log
information:
"ldapsync:
InvalidSearchFilterException
getLdapUsersFromServer"
The LDAPFilter does not match LDAP Filter syntax.
8)
System log information: "Error for User: *** Cannot Delete Logged In User"
The user and telephone number cannot be removed because the number is in use.
Configuring Call Admission Control
This chapter describes how to configure and use the VCX Call Admission Control
(CAC) application.
This chapter includes the following topics:
Call Admission Control
Codec
Real Time Statistics of CAC
Call Admission Control
CAC Overview
CAC is used to prevent congestion in media traffic. It is a preventive Congestion
Control Procedure used in the Call Setup phase. CAC is primarily aimed at
monitoring and controlling bandwidth usage for groups of IP endpoints that share
common bandwidth resource.
The call is controlled based on the network region and site link. A system
administrator is able to set threshold limits for either bandwidth (in kbps or mbps) or
number of allowable calls per network region or site link.
Network region is used to identify logical group of IP endpoints. CAC needs to
distinguish between a call that will degrade the voice quality and a call that will not.
And it must make this decision on the basis of IP address of source or destination of
a call. CAC depends on administered network regions to make such distinction.
Administrator can group remote IP endpoints that use bandwidth on the WAN link in
a network region. When VCX detects a call from or to some IP endpoint that
belongs to a network region, it knows CAC rules should be enforced on this call and
allows or disallows the call based on those rules.
When there are multiple IP endpoints in the same network region, VCX uses the
same WAN link to connect to multiple IP endpoints and calls from/to these IP
endpoints use up bandwidth from the same pool. To provide flexibility, administrator
can create Site Links where each site link identifies a connection between two sites.
So each IP endpoint is treated separately and administrators is able to specify
threshold values on site link basis. A site link must belong to a network region.
CAC supports two threshold values. The intent is to apply a lower threshold to
purely new calls, and a higher threshold to new bandwidth associated with existing
active calls. For better user experience, a separate and higher threshold value is
applied to bandwidth manipulation associated with an existing call.
These two threshold values are used as follows:
Low threshold: If a new call or call feature is not associated with an existing active
call, the low threshold will be used as the threshold value. An example of such a call
is a purely new call.
High threshold: If a new call or call feature is associated with an existing active
call, the high threshold will be used as the threshold value. An example is a new call
that is initiated as a result of serial call associated with an existing call.
A network region consists of one or more site links. By administering high/low
threshold values for a network region, administrator has flexibility to keep
cumulative bandwidth usage of site links that belong to the network region below a
specified threshold value.
CAC Configuration
You can use the VCX Administrator provisioning application to manage CAC: view,
add, remove or modify network regions and view, add, remove or modify site links
for each network region. These options are available through the CAC Menu.
To access the CAC Menu:
z
Access the office location by accessing the VCX Site through Central Manager.
z
Select Directory Menu.
z
Select CAC Menu. See Figure 45.
Figure 45 CAC Menu - Network Regions
By default, the CAC Menu displays the Network Regions Page, which lists the currently
configured network regions.
Viewing Network Regions
You can use the Network Regions Page to view all currently configured network regions
on the server. You can also use this page to edit or delete an existing network region,
add a network region, and manage the Site Links of a network region.
Each row on the Network Regions Page contains five columns of information for a
network region. Table 35 lists each column and describes the type of information
available in that column
Table 35 Network Regions Page Information
Field
Selection box
Name
Description
Use the check box to select one or more network regions. This
is useful when the action you want to perform spans on multiple
network regions.
Specifies the name of a network region and provides a link that
allows you to edit a network region.
Low Threshold
The low threshold value is the maximum bandwidth or number
of calls of the network region that can be used for a new call or
call feature that is not associated with an existing active call.
High Threshold
The high threshold value is the maximum bandwidth or number
of calls of the network region that can be used for a new call or
call feature that is associated with an existing active call.
Provides the following two options:
Action
Site Links - This option contains a link that allow you to view,
edit, add or remove site links of a network region.
Delete - Use this option to delete a network region.
Managing Network Regions
You can use Network Regions Page to edit or delete an existing network region, add a
network region
1)
Add Network Region
Select Directory Menu > CAC Menu.
You can add a network region by clicking the Add Network Region button on
Network Regions Page. See Figure 46.
Figure 46 Add Network Region
The Units Type can be selected as BANDWIDTH or CALLS. The other fields have been
described in Table 35.
2)
Delete Network Region
Select Directory Menu > CAC Menu.
You can delete one network region or multiple network regions.
z
To delete one network region, click Delete in the Action column for the network
region you want to delete on Network region Page. See Figure 45
z
To delete multiple network regions, enter a check mark in the check box
preceding each network region you want to delete, and then click Delete
Selected.
3)
Edit Network Region
Select Directory Menu > CAC Menu.
You can edit a network region through the link provided by the Name column on the
Network Regions Page. See Figure 47.
Figure 47 Edit Network Region
Viewing Site Links
Select Directory Menu > CAC Menu.
You can view all the site links of a network region through the link provided by the Site
Links column of each network region. The site links of a network region can be viewed
as Site Links page. See Figure 48
Figure 48 Site Links
Each row on the Site Links page contains nine columns of information for a site link.
Table 36 lists each column and describes the type of information available in that
column.
Table 36 Site Links page Information
Field
Selection box
Description
Use the check box to select one or more site links. This is
useful when the action you want to perform spans on multiple
site links.
Field
Description
Specifies the name of a site link and provides a link that allows
you to edit the site link.
Administrator may want to restrict a call based on its direction.
This field gives administrator the flexibility to apply CAC,
Name
Only to incoming calls
Call Direction
Only to outgoing calls
To incoming as well as outgoing calls
Pattern
Default value for this field will be ‘both’.
Pattern will act as a filter for users and will be used in
conjunction with IP address and CAC direction to check if a
new IP call should be put under call admission control. CAC will
be applied to a call only if user part matches the pattern. A
special pattern ‘*’ will match all users.
Default value for this field will be ‘*’.
Remote Site IP
Address
Codec
Low Threshold
High Threshold
This field describes the IP address of remote site.
Administrator may specify a particular codec value for a site
link. The system will ensure that any new IP call on the given
link always use the administered codec to calculate the
projected bandwidth for the link.
The low threshold value is the maximum bandwidth or number
of calls of a site link that can be used for a new call or call
feature that is not associated with an existing active call.
The high threshold value is the maximum bandwidth or number
of calls of a site link that can be used for a new call or call
feature that is associated with an existing active call.
Provides the following one option:
Action
Delete - Use this option to delete the site link.
Managing Site Links
You can use Site Links page to edit or delete an existing site link, add a site link.
1)
Add Site Link
Select Directory Menu > CAC Menu > Click on Site Links.
You can add a site link by clicking the Add Site Link button on Site Links page.
See Figure 49.
Figure 49 Add Site Link
All the fields have been described in Table 33.
2)
Delete Site Link
Select Directory Menu > CAC Menu > Click on Site Links.
You can delete one site link or multiple site links:
z
To delete one site link, click Delete in the Action column for the site link you want
to delete on Site Links page.
z
To delete multiple site links, enter a check mark in the check box preceding each
site link you want to delete, and then click Delete Selected.
3)
Edit Site Link
Select Directory Menu > CAC Menu > Click on Site Links.
You can edit a site link through the link provided by the Name column on the Site
Links page. See Figure 50.
Figure 50 Edit Site Link
Once you change the Units Type of a network region, the Units Type of all the site
links belonging to this network region will be changed to the same Units Type and all
the thresholds of these site links will be changed to unlimited.
The High Threshold is always greater than or equal to Low Threshold.
Codec
You can map a codec to bandwidth by clicking Add Codec. Default values for some of
the existing codecs will be provided. The following table shows default values.
Table 37 Codec Mapping Table
Codec
Payload Type
Bandwidth
G711 a-Law
8
80 kbps
G711 u-Law
0
80 kbps
G722
9
80 kbps
G723
4
17 kbps
G728
15
16 kbps
G729_A
18
24 kbps
Telephone-Event
96
0 kbps
The values in the above table have been calculated by taking into account the IP and
UDP header overhead and give only an approximate bandwidth usage for a particular
codec. Please note that these default values do not include layer 2 headers in
calculation. Administrator can always fine tune these bandwidth requirements by
taking into account the network topology and layer 2 technologies used.
You can configure the codec for CAC as follows:
2)
Select Directory > CAC > Codec
The Codec Page appears. See Figure 51.
3)
Select one of the following options:
z
To create a new codec, click Add Codec.
z
To modify an existing codec, click the appropriate name in the Name column.
z
To delete an existing codec, click Delete in the Action column.
z
To delete multiple codecs, use the check box to select multiple codecs, and click
the Delete Selected button.
Figure 51 Codec page
Table 38 Codec Table
Field
Selection box
Name
Payload Type
Bandwidth
Description
Use the check box to select multiple codecs. This is useful
when deleting multiple codecs.
Specifies the name of a codec and provides a link that allows
you to edit the codec.
The payload type is assigned to exactly media type (defined in
RFC3551).
Bandwidth used by RTP tunnel.
Provides the following one option:
Action
Delete - Use this option to delete the codec.
Real Time Statistics of CAC
Real time statistics will be provided at two levels:
z
Network Region
z
Site Link
Viewing Real Time Statistics
The Real Time Statistics page lists the statistics information, described in Table 39.
1)
Select Directory Menu > CAC > RTS
The real time statistics of network region page appears. See Figure 52.
2)
Select one of the following options:
z
To configure the real time statistics, click on RTS Config.
z
To show the real time statistics information of site links assigned to the network
region, click Site Links.
z
To reset the real time statistics of one network region on the page, click Reset of
the Action column.
z
To reset the real time statistics of multiple network regions on the page, use the
check box to select multiple network regions, and then click the Reset button.
z
To edit or view the region information, click the region name in the Name column.
Figure 52 Real Time Statistics of Network Regions
By clicking on a Site Links on this page, administrator can view real time statistics of all
site links in the network region. See Figure 53.
Figure 53 Real Time Statistics of Site Links
Table 39 Real Time Statistics Table
Field
Description
Name
Specifies the name of a network region or site link and provides
a link that allows you to edit a network region or site link.
Peak Bandwidth
Peak bandwidth per network region or site link.
Peak Call
Peak call number per network region or site link.
Total number of alternate route used on network region or site
link.
Total number of Current calls in network region or site link.
Alternate route
Current Call
Call Denied
Total number of calls denied in network region or site link.
Provides the following one option:
Action
Reset —Use this option to reset the real time statistics
Configuring Real Time Statistics
You can receive the real time statistics data by third party software. The real time
statistics configuration page has provisioning fields for controlling the rate, port and
format used by VCX for the purpose of report generation.
1)
Select Directory > CAC > RTS
The real time statistics of network region page appears.
2)
Click RTS Config
The real time statistics configuration page appears. See Figure 54.
Figure 54 Real time Statistics Configuration
Table 37 Real Time Statistics Configuration Table
Field
Refresh Rate
Port Number
Streaming Data
Format
Description
Rate at which VCX will send stream CAC real time statistics to
third party software.
Port used to send the statistics.
The format of data.
Configuring VCX Forced Account Codes
The options available through Users Menu >FAC, click Forced Account Codes tab allow
you to configure Forced Account code. Through Import Data tab allow administrators to
bulk import of Forced Account codes into VCX.
The Forced Account Codes tab includes two pages:
Forced Account Codes Page— Use this page to:
z
z
View and manage Forced Account Code.
z
Ascending and descending order Forced Account Code list by Forced Account
Code or Account Name.
z
Add, delete or modify an forced account code entry from the list.
Add Forced Account Codes Page— Use this page to:
z
Add or modify a forced account code.
The Import Forced Account Codes tab includes two pages:
Import Forced Account Codes Page — Use this page to bulk load Forced Account
z
Code.
Forced Account Code import log Page — Use this page to see the details of the
z
import log.
Forced Account Codes
Forced account codes (FAC) are special digit sequences of 2-16 digits that are used to
control external calls. Forced account codes enforce and regulate the types of calls
users can place based on the associated Class of Service.
FAC regulate external calls based on the COS of the associated forced account code.
Even though you may have a FAC, you may not need to utilize it if the extension you
uses to place the call has the appropriate COS authorization for the number dialed.
Otherwise, you will be prompted to enter your FAC.
Roaming Forecd Account Codes can be used on any VCX server participationg in the
enterprise's global directory.
Accessing Forced Account Code Configuration Options
You can use the VCX Administrator provisioning application to manage Forced Account
Code. These provisioning options are available through the Forced Account Codes
Menu.
To access the Forced Account Codes Menu:
1)
Access the office location for the Forced Account Codes you want to add
2)
Select Users>FAC:
The Forced Account Code Tab page appears by default. See Figure 55
Figure 55 Forced Account Code Tab Pag
The Forced Account Code Tab page lists the Forced Account Codes information,
described in Table 38.
Table 38 Forced Account Codes Tab
Column
Selection box
Forced Account
Code
Account Name
Class of Service
Roaming
Actions
Description
Use the check box to select multiple Forced Account Codes.
This is useful when deleting multiple codes.
Identify a forced account code. Click a code to view or edit
Forced Account Code data. See Adding or Modifying a Forced
Account Code. The Forced Account Codes list can be sorted
ascending and descending by Forced Account Code. The
default will be the Forced Account Code in ascending order.
Specifies the name of the account. The Forced Account Codes
list can be sorted ascending and descending by Account
Name.
Specifies the COS of the Forced Account Code. Forced
Account Codes are applied to calls through the Class of
Service.
If Roaming item is ‘yes’, it will be replicated to all sites within
the VCX solution via global directory.
Delete — Click to delete the Forced Account Codes.
Adding or Modifying a Forced Account Code
The Forced Account Code page allows you to configure (add or modify) a Forced
Account Code.
While you can add new FACs on every site, 3Com Corporation recommends that you
add the FAC starting with an unique number to avoid duplicating Forced Account
Codes.
The maximum amount of FACs supported in one region is 10,000(includes all
branches in region). The maximum amount of roaming FACs supported in one region
is 1,000(includes all branches in region). The maximum amount of roaming FACs
supported within the entire VCX system is 10,000(includes all VCX regions and
branches).
To configure a Forced Account Code:
1)
Users > FAC
The Forced Account Code Tab page appears by default, See Figure 55.
2)
Select one of the following options:
z
To create a forced account code, click Add Forced Account Code.
z
To modify a forced account code, click the appropriate forced account code in the
Forced Account Code column.
The Add Forced Account Code page or the Edit Forced Account Code page
appears. See Figure 56 and Figure 57 .
Figure 56 Forced Account Codes Menu – Add Forced Account Code Tab Page
Figure 57 Forced Account Codes Menu – Edit Forced Account Code Tab Page
3)
Enter the required information in the Forced Account Code section using Table
39 as a guide.
Table 39 Add Forced Account Code Information
Field
Account Name
Description
Enter a name to specify the name of the account. The account
name is limited to 64 characters. For example, you could enter
admin111.
If you place a call with FAC, account name will be written to
CDR.
Class of Service
Choose the COS of the forced account code you want to apply
from the drop-down list. The list shows all currently configured
COS. For example, the Class of Service could be Local.
Description
Enter a description of the account, it is optional. The description
has a maximum description length of 256 characters. For
example, you could enter forschoolfac.
A check mark indicates this forced account code roam is active.
Disable will be the default roaming setting. All forced account
codes flagged as roaming, will be replicated to all sites within
the VCX solution.
Roaming
If a FAC is set as roaming, it will be used in each site within the
entire VCX system, and its privilege is same.
The process that replicates roaming FACs to other sites will
take a few minutes. While you set a FAC as roaming, please
use it in different site after twenty minutes.
Import Forced Account Codes
Through Import Forced Account Codes Menu, you could bulk import of forced account
codes, and pre-set all provisioning fields.
Accessing Import Forced Account Code Page
User Menu >FAC> Import Forced Account Codes
You can use the VCX Administrator provisioning application to manage Import Forced
Account Code. These provisioning options are available through the Import Forced
Account Codes Menu.
To access the Forced Account Codes Menu:
1)
Access the office location for the Forced Account Codes you want to add
2)
Select Users>FAC, and click Import Data:
The Import Forced Account Code Tab page appears by default. See Figure 58
Figure 58 Import Forced Account Codes Menu –Import Forced Account Code Page
Click Browse, browse to the file which contains the Forced Account Codes you would
like to import. Then Click Import Data, in the process it will ask you to confirm: “Caution:
You are about to import Forced Account Codes from the file you have selected into the
VCX database. ….. Click OK to continue”
Bulk import Forced Account Code function only support ‘*.csv’ file in VCX system. You
could create a ‘*.csv’ file by Microsoft Excel, using Figure 59 as a guide.
Figure 59 Example of import file style
Forced Account Code import log
When you Click OK on the previous step in Figure 58, will appear messages:
Number lines were successfully imported.
Click the link of “import log”, the Forced Account Code import log page appear, See
Figure 60.
Figure 60 Import Forced Account Codes Menu – Import Forced Account Code Log
Page
Forced Account Code Operation
Table 40 Supported Sequential Input Operations(FAC)
Terminal
Supported Sequential Input Operations(FAC)
3Com IP Phone
*888*<FAC>*<outbound number>#
<Feature Button>888<FAC>>#<outbound number>#
<outbound number>#<FAC>#
<FAC Button Map><FAC>#<outbound number>#
Third-party IP
Phone (Softphone)
Analog Phone
(Before outbound
call)
z
*888*<FAC>*<outbound number>#
VCX FXS Gateway must have “pass digits” enabled to allow “*”
DTMF to pass to VCX CallP
*888*<FAC>*<outbound number>#
<outbound number>#<FAC>#
In the sequence operation referenced above, the user must enter a valid account
code before an outgoing call is routed. The user dials the outgoing number, presses
the '#' key, enters the forced account code, presses the "#" key, and the number is
automatically routed based on verification and acceptance by the FAC's class of
service. Note: The system will check the calling-party number's (extension) COS
first. If the call is allowed, it will be routed and forced account code / account name
will be made available in CDR.
Once a user enters <outbound number>#, the 3Com IP phone LCD will display the
prompt "Enter account code:" and awaits the user's input. After the user input's
his/her <FAC>#, the system verifies the forced account code against a central list
that has been set up by the administrator. If the forced account code is invalid, the
3Com IP phone LCD will display an error message indicating an invalid entry,
"Invalid Entry: Retry". After three attempts in a row to enter an invalid forced
account code, the 3Com IP phone LCD will display an error message, "Invalid
account
code", indicating the user must start over by re-entering <Outbound
number>#<Forced Account code>#.
z
<Feature Button>888<FAC>#<outbound number>#
In the sequence operation referenced above, the user presses the 3Com IP Phone
pre-programmed "Feature" button and then manually enters 888 or scrolls down the
feature list to "Forced Account Code". After selection of FAC feature from list or
input of 888, the 3Com IP phone's LCD will prompt user to "Enter account code".
Once the user enters in his FAC, the 3Com IP phone's LCD will prompt user to
"Enter phone number". The user must enter the outbound phone number followed
by # sign for verification process to begin.
The system will check the calling-party number's (extension) COS first. If the call is
allowed, it will be routed and the forced account code & account name will be made
available in CDR. Otherwise, the system verifies the forced account code against a
central list that has been set up by the administrator. If the forced account code is
invalid, the 3Com IP phone's LCD will display an error message indicating an invalid
entry, "Invalid Entry: Retry." After three attempts in a row to enter an invalid forced
account code, the 3Com IP phone LCD will display an error message, "Invalid
account code", indicating the user must start over from the beginning by re-entering
<Feature Button>888<FAC><outbound number>#.
z
<FAC Button Map><FAC>#< outbound number >#
In the sequence operation referenced above, the user presses the 3Com IP Phone
pre-configured "FAC Button Map" button and then the 3Com IP phone's LCD will
prompt user to "Enter account code". Once the user enters in his FAC, the 3Com IP
phone's LCD will prompt user to "Enter phone number". The user must enter the
outbound phone number followed by # sign for verification process to begin.
The system will check the calling-party number's (extension) COS first. If the call is
allowed, it will be routed and the forced account code & account name will be made
available in CDR. Otherwise, the system verifies the forced account code against a
central list that has been set up by the administrator. If the forced account code is
invalid, the 3Com IP phone's LCD will display an error message indicating an invalid
entry, "Invalid Entry: Retry." After three attempts in a row to enter an invalid forced
account code, the 3Com IP phone LCD will display an error message, "Invalid
account
code", indicating the user must start over from the beginning by
re-entering <Feature Button>888<FAC><outbound number>#.
z
*888*<FAC>*<outbound number>#
The sequential input operation referenced above is similar to <Feature
Button>888<FAC><outbound number>#. For analog and Third Party IP Phones a
fast busy tone is played after the invalid attempt after which analog user must
hang-up and start again. While a 3Com IP phone will exhibit the same re-try/error
behavior as sequential input operations #1, #2 and #3.
Configuring VCX Customer Accounting and Billing
Codes
The options available through Users Menu >CABC, click Customer Accounting
and Billing Codes tab allow you to configure Customer Accounting and Billing
Code. Through Import Data tab allow administrators to bulk import of Customer
Accounting and Billing Codes into VCX.
The Customer Accounting and Billing Codes tab includes two pages:
z
Customer Accounting and Billing Codes Page — Use this page to View and
manage Customer Accounting and Billing Code.
z
Ascending and descending order Customer Accounting and Billing Code list by
Customer Accounting and Billing Code or Account Name.
z
Add, delete or modify aCustomer Accounting and Billing Code entry from the list.
z
Add/Edit Customer Accounting and Billing Code Page— Use this page to Add or
edit Customer Accounting and Billing Code
The Import Customer Accounting and Billing Codes tab includes two pages:
z
Import Customer Accounting and Billing Codes Page — Use this page to Bulk load
Customer Accounting and Billing Codes.
z
Customer Accounting and Billing Code import log Page — Use this page to See the
import log for details.
Customer Accounting and Billing Codes
Customer Accounting and Billing Codes (CABC) are special digit sequences of 2-16
digits used to associate calls with accounts for billing purposes. Customer Accounting
and Billing codes allow you to enter a code for specify that the call relates to a specific
client or billing account. Customer Accounting and Billing Codes allow the customer to
generate billing reports based on account codes / names.
User can enter CABC when initiated the call or during a call, the system verifies the
inputted CABC against a central list that has been set up by the administrator. The
Customer Accounting and Billing Code and associated account name shall be available
in CDR. If the CABC was invalid, the CDR should record as such.
The user can enter multiple CABCs during a call; the newest CABC only overrides the
existing CABC if it has been verified. Each CABC entered will be captured in CDR along
with call statistics (calling extension, phone number dialled, duration of the call, etc.)
Multiple CABCs are allowed to be entered for a call.
A CDR is generated for each CABC entered.
Roaming Customer Accounting and Billing Codes can be used on any VCX server
participating in the enterprise's global directory.
Accessing Customer Accounting and Billing Code Configuration
Options
You can use the VCX Administrator provisioning application to manage Customer
Accounting and Billing Code. These provisioning options are available through the
Customer Accounting and Billing Codes Menu.
To access the Customer Accounting and Billing Codes Tab:
1)
Access the office location for the Customer Accounting and Billing Codes you
want to add
2)
Select Users>CABC:
The Customer Accounting and Billing Code Tab page appears by default. See
Figure 61
Figure 61 Customer Accounting and Billing Codes Tab Pag
The Customer Accounting and Billing Code Tab page lists the Customer Accounting
and Billing Codes information. You can also use this page to edit or delete an existing
customer accounting and billing code, add a customer accounting and billing code.
Each row on the page contains five columns of information for a customer accounting
and billing code. Table 41 lists each column and describes the type of information
available in that column.
Table 41 Customer Accounting and Billing Codes Tab
Column
Selection box
Customer
Accounting and
Billing Code
Account Name
Roaming
Actions
Description
Use the check box to select multiple Customer Accounting and
Billing Codes. This is useful when deleting multiple codes.
Identify a Customer Accounting and Billing Code. Click a code
to view or edit Customer Accounting and Billing Code data. See
Adding or Modifying a Customer Accounting and Billing Code.
The Customer Accounting and Billing Codes list can be sorted
ascending and descending by Customer Accounting and Billing
Code. The default will be the Customer Accounting and Billing
Code in ascending order.
Specifies the name of the CABC. The Customer Accounting
and Billing Codes list can be sorted ascending and descending
by Account Name.
If Roaming item is ‘yes’, it will be replicated to all sites within
the VCX solution via global directory.
Delete — Click to delete the Customer Accounting and Billing
Codes.
Adding or Modifying a Customer Accounting and Billing Code
The Customer Accounting and Billing Code page allows you to configure (add or modify)
a Customer Accounting and Billing Code.
While you can add new CABCs on every site, 3Com Corporation recommends that
you add the CABC starting with anunique number to avoid duplicating Customer
Accounting and Billing Codes.
The maximum amount of CABCs supported in one region is 10,000(includes all
branches in region). The maximum amount of roaming CABCs supported in one
region is 1,000(includes all branches in region). The maximum amount of roaming
CABCs supported within the entire VCX system is 10,000(includes all VCX regions
and branches).
To configure a Customer Accounting and Billing Code:
1)
Select Users > CABC
The Customer Accounting and Billing Code Tab page appears by default, See
Figure 61.
2)
Select one of the following options:
z
To create a Customer Accounting and Billing Code, click Add Customer
Accounting and Billing Code.
z
To modify a Customer Accounting and Billing Code, click the appropriate
Customer Accounting and Billing Code in the Customer Accounting and Billing
Code column.
The Add Customer Accounting and Billing Code page or the Edit Customer
Accounting and Billing Code page appears. See Figure 62 and Figure 63
Figure 62 Customer Accounting and Billing Codes Menu - Add Customer Accounting
and Billing Code Tab Page
Figure 63 Customer Accounting and Billing Codes Menu - Edit Customer Accounting
and Billing Code Tab Page
3)
Enter the required information in the Customer Accounting and Billing Code
section using Table 42 as a guide.
Table 42 Add Customer Accounting and Billing Code Information
Field
Customer
Accounting and
Billing Code
Account Name
Description
Enter a unique code to identify this Customer Accounting and
Billing Code. It can be from 2 to 16 digits in length, including
0-9 are valid. For example, you could enter 313047.
Each CABC must be unique within the entire VCX system,
including all regional and branch offices.
If you place a call with CABC, the customer accounting and
billing code will be written to CDR.
Enter a name to specify the name of the account. The name is
limited to 64 characters. For example, you could enter
19902cabc.
If you place a call with CABC, the account name will be written
to CDR.
Description
Enter a description of the account, it is optional. The description
has a maximum description length of 256 characters. For
example, you could enter forschoolcabc.
A check mark indicates this Customer Accounting and Billing
Code roam is active. Disable will be the default roaming setting.
All Customer Accounting and Billing Codes flagged as roaming,
will be replicated to all sites within the VCX solution.
Roaming
If a CABC is set as roaming, it will be used in each site within
the entire VCX system, and its privilege is same.
The process that replicates roaming CABCs to other sites will
take a few minutes. While you set a CABC as roaming, please
use it in different site after twenty minutes.
Import Customer Accounting and Billing Codes
Through Import Data Tab, you could bulk import of Customer Accounting and Billing
Codes, and pre-set all provisioning fields.
Accessing Import Customer Accounting and Billing Code Page
Users Menu >CABC> Import Customer Accounting and Billing Codes
You can use the VCX Administrator provisioning application to manage Import
Customer Accounting and Billing Code. These provisioning options are available
through the Import Data tab.
To access the Customer Accounting and Billing Codes Menu:
1)
Access the office location for the Customer Accounting and Billing Codes you
want to add
2)
Select Users>CABC, and click Import Data:
The Import Data Tab page appears by default. See Figure 63
Figure 64 Import Customer Accounting and Billing Codes Menu - Import Customer
Accounting and Billing Codes Page
Click Browse, browse to the file which contains the Customer Accounting and Billing
Codes you would like to import. Then Click Import Data, in the process it will ask
you to confirm: “Caution: You are about to import Customer Accounting and Billing
Codes from the file you have selected into the VCX database. ….. Click OK to
continue”
Bulk import Customer Accounting and Billing Code function only support ‘*.csv ’ file in
VCX system. You could create a ‘*.csv’ file by Microsoft Excel, using Figure 65 as a
guide.
Figure 65 Example of import file style
Customer Accounting and Billing Codes import log
When you Click OK on the previous step in Figure 64, will appear messages:
Number lines were successfully imported.
Click the link of “import log”, the Customer Accounting and Billing Codes import log
page appear, See Figure 66.
Figure 66 Import Customer Accounting and Billing Codes Menu - Import Customer
Accounting and Billing Code Log Page
Customer Accounting and Billing Codes Operation
Table 43 Supported Sequential Input Operations(CABC)
Terminal
Supported Sequential Input Operations(CABC)
*777*<CABC>#
3Com IP Phone
<Feature Button>777<CABC>#
<CABC Button Map><CABC>#
Third-party IP
Phone (Softphone)
Analog Phone
(before outbound
call)
z
*777*<CABC>#
VCX FXS Gateway must have “pass digits” enabled to allow “*”
DTMF to pass to VCX CallP
777*<CABC>#
<Feature Button>777<CABC>#
In the above supported sequential input operation, whether the user initiated the call or
not, the user presses the 3Com IP Phone pre-programmed "Feature" button and then
manually enters 777 or scrolls down the feature list to "Customer Account / Billing
Code". After selection of CABC feature from list or input of 777, the 3Com IP Phone
LCD will prompt "Enter account/bill code". The system verifies the inputted CABC
against a central list that has been set up by the administrator. If the CABC is invalid,
the 3Com IP phone's LCD will display an error message "Invalid account code" and
allow the call to complete. Otherwise, the 3Com IP phone's LCD will display the CABC
Account Name. The user can enter multiple CABCs during a call; the newest CABC
only overrides the existing CABC if it has been verified.
z
The
*777*<CABC>#
sequential
input
operation
referenced
above
is
similar
to
<Feature
Button>777<CABC><outbound number>#. When an invalid CABC is entered, 3Com IP
phone's LCD will displays an error message, "Invalid account code".
z
<CABC Button Map><CABC>#
In the sequence operation referenced above, the user presses the 3Com IP Phone
pre-configured "CABC Button Map" button and then the 3Com IP phone's LCD will
prompt user to ""Enter account/bill code". The system verifies the inputted CABC
against a central list that has been set up by the administrator. If the CABC is invalid,
the 3Com IP phone's LCD will display an error message "Invalid account code" and
allow the call to complete. Otherwise, the 3Com IP phone's LCD will display the CABC
Account Name.
Configuring SIP
Select Users Menu > Configurations > SIP Settings to enter the SIP configuration page,
where you can configure relevant SIP settings. Currently, only one setting, SIP User
Parameter, is available on this page.
SIP User Parameter
You can set the user parameter in SIP URIs with the Treat "user" Parameter in SIP
URI Strictly option. If you select this option, the user parameter takes only standard
values according to RFC 3261. If not, the user parameter may take private values
defined in the VCX system.
Default Setting
1)
A newly installed server uses the Treat "user" Parameter in SIP URI Strictly
option as the default, that is, uses standard values for the SIP user parameter as defined in RFC
3261.
2)
If a server is upgraded from a low version to a higher version, and the SIP user
parameter setting was unavailable in the low version, the upgraded server by default uses values
defined in the VCX system for the SIP user parameter.
3)
If a server is upgraded from a low version to a higher version, and the SIP user
parameter setting was available in the low version, the upgraded server uses the SIP user
parameter setting of the lower version.
Configuring the SIP User Parameter Setting
To use standard values for the SIP user parameter as defined in RFC 3261, select the
Treat "user" Parameter in SIP URI Strictly option, and then click Save. Otherwise,
leave the Treat "user" Parameter in SIP URI Strictly option unselected and click
Save.
To prevent version incompatibility problems, avoid modifying the SIP user parameter
setting during network upgrade, and select the Treat "user" Parameter in SIP URI
Strictly option when third-party devices are present in the network.
Figure 67 Configure the SIP user parameter setting
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertisement