System Configuration Manual
Contents
1. Version 2 3 A Guide to Using PBXRealtime Table of Contents 1 0 Dashboard 2 0 Customers 2 1 Add 2 2 List 2 2 1 Profile 2 2 2 Call Recordings 2 2 3 1 VoIP Portal 2 2 4 PBX Menu 2 2 4 1 Administration 2 2 4 1 1 Account 2 2 4 1 2 Parking Lots 2 2 4 1 3 Phonebook 2 2 4 2 Device and Extension 2 2 4 2 1 Extensions 2 2 4 2 1 1 Adding an Extension 2 2 4 2 1 2 Editing an Extension 2 2 4 2 2 Devices 2 2 4 2 2 1 Adding a Device 2 2 4 2 2 2 Registering Extension s to Device s 2 2 4 2 3 Voicemail 2 2 4 2 4 Virtual Extensions 2 2 4 3 Call Control 2 2 4 3 1 DID Numbers 2 2 4 3 1 1 Assigning DID Function 2 2 4 3 2 Automated Attendant 2 2 4 3 2 1 Adding an Automated Attendant 2 2 4 3 2 2 Editing an Automated Attendant 2 2 4 3 3 Time of Day 2 2 4 3 3 1 Creating a Time Condition 2 2 4 3 3 2 Editing Existing Time Condition s 2 2 4 3 4 Fax to Email 2 2 4 3 4 1 Editing Incoming Fax to Email Settings 2 2 4 4 Sounds 2 2 4 4 1 Audio Files 2 2 4 4 2 Music on Hold 2 2 4 4 2 1 MoH Limitations 2 2 4 4 3 Playback Recordings 2 2 4 5 Groups and Queues 2 2 4 5 1 Queues 2 2 4 5 2 Call Group 2 2 4 5 3 Page Group 2 2 4 5 4 VoiceMail Group 2 2 4 6 Advanced 2 2 4 6 1 Phone Book 2 2 4 6 2 Shared Dialplan 2 2 4 6 3 Batch Extensions 3 0 Settings 3 1 Server Settings 3 2 Voicemail Settings 3 2 1 ATTACH 3 2 2 MAXMSG 3 2 9 UZ 3 2 4 MAXSECS 3 2 5 MINSECS 3 2 6 MAXGREET 3 2 7 MAXSILENCE 3 2 82. Saves all changes made to the extension Delete Completely deletes the extension 2 2 4 2 2 Devices Shows a list of Devices organized chronologically by when each was entered The icon will add a new device and by editing each device extensions can be registered to it Be aware that devices will try and pull information from the Server Settings be sure to have server settings filled out prior to registering devices see section 3 1 2 2 4 2 2 1 Adding a SIP Device For the purpose of this manual the assumed device for adding and registering is a Cisco Profile Call Recordings Add Device ea Select Phone x aastra 675 71 aastra 9143 1 aastra 9480 Cisco spal22 Cisco spa232d Cisco spa303 Cisco spas01g Cisco spa5s02q Cisco spas08qg Cisco spas09q Cisco spasl2g S Cisco spasl4qg Cisco spas25q2 Linksys pap Linksys spa2102 Linksys spa9 1 Linksys spa922 Linksy 1 VoIP Portal From the drop box click the desired SIP device Add the MAC address of the device in the box asking for it SPA303 1 Click the 2 3 4 Click Submit Query to save the device or Add Another MAC Address to add another device of the same model once all devices are added then click Submit Query Profile Call Recordings Add Device v Cisco spa303 v MANUFACTURE MODEL NUMBER OF LINES NUMBER OF SOFTKEYS MAC ADDRESS Add Another Mac Address 1 VoIP Portal
3. PBX Menu 4 CALLERID EXTENSION HAME ACTIVE OFF O on FIRST NAME CALLERID NUM v EMAIL LAST NAME VOICEMAIL PIN E911 at DID NUMBERS TIME ZONE central v INITAL USERNAME RING TIME PASSWORD Reset ppm ds 1G711u ulew E G711a alaw G729 Licensed _ H263p video _ H264 video CALL FORWARD ALL ore oN CALL FORWARD TO VIDEO SUPPORT no yes FEATURES DO NOT DISTURB S FOLLOWME ore on OF ene orF on CALL RECORDING orr on Save Delete DISA NUMBER DISA CALLERID plain Status Advanced RealTime 2 First Name amp Last Name Enter the user s name 3 E911 Select the number for 911 records 4 Username For logging into the user side of PBXRT by default is the same as extension number 5 Password Click reset to be emailed and updated user login password sent to email of the user 6 Caller D Name Name to display on outgoing calls 7 CallerID Number Number to display on outgoing calls 8 DID Numbers Incoming Numbers associated with the DID and the Queues it 10 11 12 13 14 15 16 17 belongs Codecs Allowed Check or uncheck the necessary codecs Voicemail Active Turn on or off by checking the buttons Email Address to send voicemails PIN Password for Voicemail access Time Zone Select for the appropriate time stamp Initial Ring Time How long the extension rings before voicemail answers the call Ca
4. mo j Invalid does not consider a member to be available if he has an invalid device State k Unknown does not consider an agent to be available if we are unable to determine the agent s current device state Wrapup an agent is not considered available if he is currently in his wrap up time after taking a call 5 Set Leave When Empty to yes if any of the options above are selected otherwise set them to no strict or loose 6 Set the exit route to where the call will go when the queue has expired 7 Set the Maximum Hold time Seconds to the maximum desired time in the queue 2 2 4 5 2 Call Group From here a Call group can be assembled for ringing multiple extensions simultaneously or sequentially Call Group Add DESCRIPTION CALLERID PREPEND RING TIME 90 SEND RINGBACK USE EXTENSION FEATURES STRATEGY ringall v EXIT ROUTE Please Select v Ada 1 To set up a new call group first click the icon 2 The description is a brief explanation of the call group s function 3 The Ring Time sets how long the call group will ring the extensions before it rolls to its exit route the default is 90 seconds and is measured in seconds 4 Enable the Send Ringback box to have the caller hear ringing disable it and they will not 5 Check the Use Extension Features box to have the call group honor individual extensions features such as Follow Me Do Not Disturb call forwarding
5. Points to which voicemail box the extension checks 4 Password PIN Password for accessing voicemails and voicemail settings from a N registered Device default is 1234 Full Name The user s full name first and last Mailbox Time Zone Use the drop box to assign the time stamp for voicemails 7 Email The user s email address to send notifications 8 Send Email Notice Sets whether to notify the user by email when they have received a voicemail 9 Attach Voicemail to Email Sets whether the voicemail content is included in the email as a wav file 10 Delete After Emailed Sets whether the original voicemail message is deleted from the extension when the email is sent 11 Say CID Sets whether the email message will include the caller ID informaiton Name and Number if available 12 Envelope Sets whether the email message will detail the time of the voicemail 13 Say Duration Enable to have the email message indicate the duration of the message 2 2 4 2 4 Virtual Extensions From the Virtual Extensions options simulated extensions independent of the calling extensions can be assigned When building a virtual extension click the to add a new one and assign the number this cannot conflict with an existing extension or virtual extension then hit submit query After it is submitted edit the extension to point to the designated function it can be set to ring to a call group di
6. SILENCETHRESHOLD 3 2 9 MAXLOGINS 3 2 10 MINIPASSWORD 3 2 11 SERVERMAIL 3 2 12 FROMSTRING 3 2 13 EMAILBODY 3 2 14 EMAILSUBJECT 3 3 FOP2 Settings 4 0 CDR Search 4 1 How to Search in the CDR 5 0 Asternic Overview PBXRealtime has 3 levels of access e Configuration Level http lt ipaddress gt config The configuration level has full access to system configuration and every account on the system From this level you can O O OO 2 0 oO Oo Manage system settings Create edit and delete customer accounts Create edit and delete administrative access for each customer Create edit and delete user access for each end user s extension Create edit and delete PBX settings for each customer Manage FOP2 configuration and create FOP2 logins for each customer View call records for all accounts View and listen to customer s recorded calls Manage your 1 VoIP account through the 1 VoIP Portal e Admin Level http lt ipaddress gt admin The admin level gives a customer the ability to manage their own account From this level the customer can O O O Edit their account settings Create edit and delete user access for each end user s extension Create edit and delete their PBX settings Log in to FOP2 View their call records View and listen to their recorded calls For more information please refer to the Company Administration Manual e User Level http lt ipaddres
7. also be used to direct dial extensions b Line Number For setting the calling function of the extension 10 11 12 13 14 Dee select Line Number c N A Select if the Line will not be used d Park Turns the line into a dedicated call parking lot Value Value corresponds with the Line Numbers from Edit Lines and their assigned extensions use Value to assign the extension the BLF Feature must register a different extension Click the save button next to each line edited Click the main save button above Edit Lines Click Provision near the main save button Click Reboot next to Provision Next to the LAN IP Address box click the Push button The device will download the update and automatically configure this may take up to five minutes 3 Voicemail Does not keep each extension s voicemails rather this section is for changing the settings of each extension s voicemail or adding new mailboxes Profile Call Recordings 1 VoIP Portal PBX Menu Voicemail users Administration 4a Save Delete Cancel ACCOUNTID CONTEXT MAILBOX PASSWORD FULLNAME MAILBOX_TIME_ZONE central hd EMAIL SEND_EMAIL_NOTICE no v ATTACH_VOICEMAIL_TO_EMAIL yes v DELETE_AFTER_EMAILED yes v SAYCID no v ENVELOPE no v SAYDURATION no v 1 Account ID Auto populated for the account 2 Context Auto populated for the account 3 Mailbox
8. 1 Checking the Extensions box enables callers to directly dial a known extension in the system The Interdigit Timeout is the maximum seconds in between dials before the system assumes an option is input Click the save button then scroll down to configure each of the 13 IVR menu options pd DIGIT DESCRIPTION ROUTE Save Please Select X Save 7 Please Select Save 0 Please Select v Save t Please Select v Save 1 Please Select s Save 2 Please Select X Save 3 Please Select X Save Please Select X Save 5 Please Select l Save 6 Please Select v Save 7 Please Select v _ Save 8 Please Select s Save 9 Please Select X 2 The Digit column shows the key to dial 0 9 and are all buttons on the phone while digit t represents what path to take should the IVR time out 13 Enter a description to keep track of the function 14 Route selects what extension call group voicemail etc should be selected when that key is dialed 15 BE SURE TO SAVE ON EACH LINE THAT IS ALTERED 16 To finish click the Main save button again 2 2 4 3 3 Time of Day The Time of Day section is decides whether a call rings through to an extension ring group It can be configured for each day of the week and hours of the day 1 Click the to add a new Time of Day rule 2 From the drop box select New and click Submit C
9. CH Yes v MAXMSG 50 v TZ central v MAXSECS 60 hd MINSECS 1 hd MAXGREET 20 hd MAXSILENCE 20 hd SILENCETHRESHOLD Normal v MAXLOGINS S v MINPA S SWORD hd SERVERMAIL FROM STRING 1 ATTACH Attaches the voicemail to the email as a wav file 2 MAXMSG Maximum number of stored messages 3 TZ Time Zone used for the timestamp 4 MAXSECS Maximum time of a voice mail 5 MINSECS Minimum time for a voicemail 6 MAXGREET Maximum recordable greeting time 7 MAXSILENCE Maximum time for silence before hanging up 8 SILENCETHRESHOLD Sets the sensitivity of acceptable silence 9 MAXLOGINS Maximum devices logged into individual voicemail boxes 10 MINIPASSWORD Minimum number of digits for the VM box password PIN 11 SERVERMAIL The address the email will be from 12 FROMSTRING Type the information to override the From line in the email 13 EMAILBODY Enter the Body of the email to be sent 14 EMAILSUBJECT Enter the Subject of the email to be sent 3 3 FOP2 Settings FOP2 is for monitoring live calls For more information please consult the FOP2 guide at http fop2 com docs userguide php 4 0 CDR Search The CDR Search Tool is used for finding specific call records in the PBXRT system 4 1 How to Search in the CDR To search in the CDR Simply select the time frame at the top of the page under Search Parameters The options are Today Yesterday Last Week This Month and
10. Last Month Calls are listed as most recent first in the search bar enter the start time end time caller number dialed number or duration to narrow down searches If more than ten entries qualify in your search sort through the pages in the bottom right or adjust the number of entries in the drop box 5 0 Asternic For more information please consult the Asternic guide at http www asternic net docs userguide php
11. PBX Menu Cisco spa303 3 3 EXAMPLE IMAGE PBX Menu 2 2 4 2 2 2 Registering Extensions to Devices The exact settings for each device change depending on the selected model number 1 Select the appropriate time zone 2 Enter the device s LAN IP address Profile Call Recordings 1 VoIP Portal PBX Menu Edit Device q MANUFACTURE Cisco MODEL spa303 NUMBER OF LINES 3 NUMBER OF SOFTKEYS 3 NUMBER OF EXPANTION MODULES 0 TIME ZONE central MAC ADDRESS EXAMPLESIPDV DESCRIPTION PRIMARY SERVER 209 105 241 21 SECONDARY SERVER 208 80 13 21 VLAN ENABLED m VLAN TAG NAT m OVERRIDE F Device LAN IP XXX XXX XXX Push Save Delete Provision Reboot menu 92 3 For Line change the Assigned Extension to the appropriate extension from the drop box 4 Optional Choose the appropriate extensions for all subsequent lines 5 Click the save button next to each line edited 6 Enter the extension number user s name station name etc in the Label for Line 1 Edit Lines LINE NUMBER CALLS PER KEY ASSIGNED EXTENSION Save 1 3 v Save 2 ma E Save 3 ES 3 am v Edit Keys KEY NUMBER LABEL KEY TYPE VALUE Save 1 v Save 2 v Save 3 v 7 Change the Key Type to the appropriate function a BLF For monitoring calls on an extension BLF will flash when the extension has an incoming call and stays lit when the extension is on a call it can
12. STRATION DEVICE AND EXTENSION Account Extensions Parking Lots Devices Phonebook Voicemail Virtual Extensions SOUNDS GROUPS AND QUEUES Audio Files Queues Music On Hold Queue Agents Playback Recordings Call Group Page Group VoiceMail Group 2 2 4 1 1 Account CALL CONTROL DID Numbers Automated Attendant Time of Day Fax to Email ADVANCED Phone Book Batch Extensions Shared Dialplan A more detailed version of the Profile found in 2 2 1 changes and more information can be handled from in here 2 2 4 1 2 Parking Lots Calls can be placed into the park queue by transferring the call to 700 an announcement plays the location of the parked call Other users from separate extensions can pick up the call by dialing 700 Certain SIP Phones have a programmable parking button or shortcut 2 2 4 1 3 Phonebook A list of universal speed dial commands that can be used by an end user on the customer s system The icon will add another and each will be listed numerically by the SPEEDDIAL_ INDEX column 2 2 4 2 Device and Extension Where individual properties of each end user s phone and features can be managed Profile Call Recordings ADMINISTRATION Account Parking Lots Phonebook SOUNDS Audio Files Music On Hold Playback Recordings 2 2 4 2 1 Extensions 1 VoIP Portal PBX Menu DEVICE AND EXTENSION CALL CONTROL Extensions DID Numbers Devices Automated Attendant Voicemail T
13. all Group ii Custom Sets a custom route for the number to follow ii Extensions Rings a specific extension useful for Direct Dialing iv Fax to Email Whenever a fax is sent to a number set FAX to Email for incoming faxes to be converted to a pdf file and emailed to the recipient T 38 must be enabled on the carrier level for optimal fax to email v Functions Sets the call to perform a function to the caller instead of opening a line for discussion set Busy to give a busy message HangUp to end the call Directory to read off a directory Playback to play a goodbye message and Music on Hold to play the hold music vi IVRS Sets the incoming call to play an automated attendant message and then follow the automated attendant rules vil Playback Set this to playback a recording from the system vill Queues The call is immediately dropped into a queue ix Ring To Forwards the call to another number x Time of Day Routing Set to ring a specific Time of Day rule x1 Voicemail Rings an extension s voicemail xu Voicemail Group Rings to a voicemail group h Override Route Sets a second route that takes priority over the route must be turned on to work and follows the same routes as the Route drop box 5 Click the Save button to save the changes to the DID Number 2 2 4 3 2 Automated Attendant The Automated Attendant plays a record
14. ber Dialed Number Router or Extension corresponding to the desired call To enable Call Recording on an Extension refer to section 2 2 4 2 1 2 Profile Call Recordings 1 VoIP Portal PBX Menu CALL RECORDINGS 150310037000010729 Show 10 z entries File Event Time Caller Name Caller Number 2 2 3 1 VoIP Portal Search Dialed Number Route Extension This is a shortcut to the login for 1 VoIP customers this is also accessible from peer 1 voip com 2 2 4 PBX Menu The Command Center of the PBXRT features and call flow controls From here all information pertaining to incoming calls outgoing calls equipment features queues etc can be controlled It breaks down into six more manageable sections Administration Device and Extension Call Control Sounds Groups and Queues and Advanced Profile Call Recordings ADMINISTRATION Account Parking Lots Phonebook SOUNDS Audio Files Music On Hold Playback Recordings 2 2 4 1 Administration 1 VoIP Portal PBX Menu DEVICE AND EXTENSION Extensions Devices Voicemail Virtual Extensions GROUPS AND QUEUES Queues Queue Agents Call Group Page Group VoiceMail Group CALL CONTROL DID Numbers Automated Attendant Time of Day Fax to Email ADVANCED Phone Book Batch Extensions Shared Dialplan Where changes to customer wide features and information can take place Profile Call Recordings 1 VoIP Portal PBX Menu ADMINI
15. d select Add Profile Once added the new customer shows up in the list The Link ID is a reference number for the purpose of billing information 2 2 List Customer The list shows all existing customers recorded into the database The list is ordered chronologically with the oldest customers showing up first and the newest in the end The Search tool will locate a customer either by their Company Name Account Code Contact Name Email Phone Number or Status In the left most column corresponding to each account is an edit button that will access the customer s set up the set up section contains the Profile Call Recordings 1 VoIP Portal and PBX Menu 2 2 1 Customer Profile Profile Call Recordings 1 VoIP Portal PBX Menu EDIT PROFILE 1 VOIP ACTIVE Action v Login Information Username CONTACT BILLING INFORMATION Full Name Phone Number Email Update Contact The Profile page displays the user information on the account including the administrator s name and contact number The top left corner has an action button where you can Open Support ticket or Send a Welcome Letter 2 2 2 Call Recordings In the call recordings are calls recorded by the customer The calls can be played back by clicking the icon within the File column to the computer s default media player the files are in a wav format The search tool allows calls to be found either by Time Caller Name Caller Num
16. ed audio files for various purposes in the PBXRT system adding a new audio recording will require uploading it from the user s computer Editing it will allow the name and description to be changed and a playback of the file to be listened to The Recording button shows how to record and re record audio files directly from a registered device 2 2 4 4 2 Music on Hold From here new music tracks can be added to the Hold Music play list and removed Files must be a wav gsm ulaw or sln file to upload but there are no size limitations 2 2 4 4 3 Playback Recordings Playbacks are sound files used for routing purposes Playbacks are to be uploaded and edited from here L To add a playback file click the icon 2 Name the Playback and click submit query 3 Profile From the list of Playbacks click on the edit button in the left hand column Call Recordings 1 VolF Portal PBX Menu Playback Administration Fa Save Delete Cancel PLAYBACK_NAME DESCRIPTION RECORDING Please select EXIT_ROUTE Please select hi ANSWER F ACCOUNTID 4 The Description is a brief explanation of the playback 8 9 5 For the recording select either a system default audio file or a customer uploaded file 6 7 Exit Route determines where it goes next to an extension IVR voicemail etc Checking the Answer box will decide whether the call is answered before the playback plays b
17. etc 6 The Strategy selects how the calls ring through ringall rings all extensions at once and linear will follow the extensions in numerical order 7 Exit route decides what the call does after the Ring Time has expired calls can go to a voicemail another call group a queue playback etc 8 Click the Add button and the Call Group is set up 9 Once it redirects to the previous page click the edit button found in the left hand column of the line with the new call group x Available Extens ions Active Extensions IA We ie A A Save 10 A new option in a blue link Members is available from here highlight each extension necessary for the call group and click the top gt arrow to move it from Available to Active Extensions clicking the double arrow gt gt will move all extensions and the reverse arrows move them from the Active to the Available Extensions 11 Click Save in the Members box then save on the main page 2 2 4 5 3 Page Group The Page Group feature is a multi user intercom service Once a Page Group is set up dialing into it can be used to directly connect with other end users devices Page Group Administration id New PAGEGROUP_NUMBER ACCOUNTID TWO_WAY QUIET DESCRIPTION Submit Query 1 Click the to enter a new Page Group 2 Enter the page group number as a 3 or 4 digit number just like an extension 3 The account ID a
18. ime of Day Virtual Extensions Fax to Email GROUPS AND QUEUES ADVANCED Queues Phone Book Queue Agents Batch Extensions Call Group Shared Dialplan Page Group VoiceMail Group Displays a list of Extensions numerically from smallest to largest the icon can be used to add more extensions and the icon in the left most column of each line can be used to edit the information on an existing extension 2 2 4 2 1 1 Adding an Extension l Profile First click the to add an empty entry Call Recordings 1 VoIP Portal PBX Menu Extension List wa 2 EXTENSION FIRST NAME LAST NAME CALLERID Fill in the Extension Number the user s first and last name their email address and a caller ID name as they need to be The username and password boxes are for setting up access from the user side it can be set up and changed from here but it is optional Choose the correct DID number in the drop boxes for CallerID Number and E911 Number Optional Enable Voicemail and enter its pin Click on the Submit button Screen for the Add Extension Page Profile Call Recordings 1 VolP Portal PBX Menu Add New Extension s Extension Number First Name Last Name Email Username Password Callerid Name Callerid Number v E911 Number v Has Voicemail Voicemail Pin 2 2 4 2 1 2 Editing Extension 1 Extension Number Cannot be changed Profile Call Recordings Extension Administration 1 VoIP Portal
19. ing when it picks up It can give directions to a caller so they know what to dial to get where they need to the recording itself and the functions of the auto attendants can be edited once one is added and named 1 Click the to add a new automated attendant rule 2 From the drop box select New and click Submit Copies of existing Automated attendants work too Edit IVR Auto Attendant r SCRIPT NAME You can enter notes regarding the Auto Attendant here RECORDING EXIT ROUTE Please Select DESCRIPTION REPEAT REPEAT TIMES ANSWER I RINGING EXTENSIONS E INTERDIGIT TIMEOUT 1 Save Delete 3 The Name automatically populates and from the Script sections notes regarding what the Automated Attendant should be doing can be kept 4 Select the appropriate recording to play when the automated attendant answers the call Refer to section 2 2 4 4 1 for instructions on adding a recording 5 The Exit Route decides where the call goes after the recording has played 6 Description is used for record keeping purposes just put in a brief explanation of the IVR 7 Repeat will have the message repeat and put a number up to 99 to decide how many times it repeats 8 By checking the Answer Box calls will be counted as answered before the IVR begins if it is off then the call is answered after the options are selected 9 Check the ring box if the caller needs to hear ringing before the IVR answers 1
20. ll Forward All Check on to enable off to disable Call Forward To Type the number to forward calls Do Not Disturb Check on to enable off to disable Some SIP phones have DND built in this function is separate from the phone s DND feature 18 x Follow Me On Off to enable disable click the pencil icon to enter the Follow me Rules ENTRY 1 Extension or 10 digit number No space or ENTRY 2 An Extension or 10 digit number No space or ENTRY 3 An Extension or 10 digit number No space or RING STRATEGY Ring All Simultaneous RING TIMER 20 19 20 21 22 23 24 23 26 a Entry 1 Should be the extension b Entries 2 amp 3 Other ten digit numbers to ring c Ring Strategy choose to ring all or hunt d Ring Timer Seconds until the next entry will ring in hunt e Click the X icon to close the window Video Support Enables whether Video calls can commence via video call enabled SIP Phones or Softphones Intercom Enables whether other extensions can contact this user via Intercom features Call Recording Enables or disables recording this extension s calls Status Displays the status of configured equipment shows whether the devices are registered Advanced Click for outbound call control for international long distance etc RealTime Pulls up the registration information for the extension Save
21. nce RoundRobin the call takes turns ringing each available agent LeastRecent rings the agent that was least recently rung by the queue FewestCalls rings the agent with the fewest completed calls in the queue Random rings a random agent RRMemory the same as RoundRobin but also keeps track which agent last answered g Linear rings all agents in numerical order h WRandom Rings a random agent but weighs the number of completed calls 4 Select the Join Empty strategy which determines what happens when a call is in queue when the last agent disconnects The Leave When Empty setting must be set to Yes to apply these monoge yes no strict paused penalty inuse ringing unavailable invalid unknown wrapup Yes adds more calls to the queue No does not add calls to the queue Strict calls are not added to the queue if all agents are busy Loose calls are not added to the queue if agents are busy and callers can be paused Paused an agent is not considered available if it is paused Penalty a call cannot come through if there is a maximum number of calls in the queue g Infuse an agent is not considered available if he 1s currently on a call h Ringing an agent is not considered available if his phone is currently ringing 1 Unavailable if the agent is a member of the queue but has not logged in then do not consider the member to be available o o gt
22. number in the DID Number list and click the edit button in the left hand column Profile Call Recordings 1 VoIP Portal PBX Menu DID Number Administration 4a DID NUMBER DESCRIPTION DNIS NAME DNIS NUMBER Prepend Caller ID THIS IS A TOLL FREE NUMBER THIS NUMBER HAS E911 ENABLED WITH PSAP ROUTE OVERIDE ROUTE ot Save Delete 5553253353 Please Select v Please Select v 4 The DID Number will automatically populate and the other information needs to be filled out a Description Brief explanation of the number b DNIS Name Name to display on a device s CID screen for an incoming call to this DID optional c DNIS Number Number to display on a device s CID screen for an incoming call to this DID optional d Prepend Caller ID A prefix name or code to show up on incoming calls optional e This is a Toll Free Number Sets whether incoming calls are treated as a toll free number or not f This Number has E911 Enabled with PSAP Set this if another E911 database or service has the DID s E911 information on file otherwise E911 information must be configured manually for each extension and number g Route Determines where the incoming calls should go Please Select Please Select Call Groups Custom Extensions Fax to Email Functions WRS Playback Queues Ring To Time Of Day Routing Voicemail 1 Call Groups Rings a specific C
23. opies of existing Time of Day rules work too Profile Call Recordings 1 VoIP Portal PBX Menu Edit Time of Day routing rs NAME DESCRIPTION DEFAULT ROUTE Flease Select DAY ROUTE Please Select ha ACTIVE NIGHT ROUTE Flease Select h ACTIVE ALT ROUTE Please Select T ACTIVE save Delete 3 The Name automatically populates put a description in for record keeping 4 The Default Route decides where calls will go after hours or outside of the time of day rules 5 The Night Route must also be enabled to work and outside of the normal time conditions can be set to ring elsewhere 6 An Alternate route replaces the default route and must be enabled to work 7 Click save to set these settings and scroll down to set the day of week settings DESCRIPTION START TIME END TIME ROUTE ACTIVE Save Monday 08 00 17 00 Please Select Save Tuesday 08 00 17 00 Please Select Save Wednesday 08 00 17 00 Please Select ka Save Thursday 08 00 17 00 Please Select save Friday 08 00 17 00 Please Select Save Sunday 00 00 23 59 Please Select Save Saturday 00 00 23 59 Please Select 8 For each day of the week select the Start Time and End Time that correspond with where the incoming calls need to be sent on that day 9 Select the route that each daily condition will follow extension call group IVR etc 10 Be sure to set the box to Active so each da
24. ox is checked or after the playback plays box 1s unchecked Account ID is automatically populated Click the Save button 2 2 4 5 Groups and Queues From here extensions can be assigned to groups and queues for the purpose of directing incoming calls working in conjunction with the Call Control section this can effectively set up a call flow for addressing incoming caller needs 2 2 4 5 1 Queues Queues are timed groups where a caller is either put on hold or hears ringing until someone can answer the call Adding a Queue and Editing one can be done from here Profile Call Recordings 1 VoIP Portal PBX Menu ADMINISTRATION DEVICE AND EXTENSION CALL CONTROL Account Extensions DID Numbers Parking Lots Devices Automated Attendant Phonebook Voicemail Time of Day Virtual Extensions Fax to Email SOUNDS GROUPS AND QUEUES ADVANCED Audio Files Queues Phone Book Music On Hold Queue Agents Batch Extensions Playback Recordings Call Group Shared Dialplan Page Group VoiceMail Group 1 To setup a new Queue click the icon 2 Fill in the Queue s description Profile Call Recordings 1 VoIP Portal PBX Menu Queue Add r DESCRIPTION STRATEGY JOIN EMPTY aa LEAVE WHEN EMPTY EXIT ROUTE Please Select MAXIMUM HOLD TIME SECONDS 3 Select the strategy for ringing each extension a ringall roundrobin leastrecent fewestcalls random rrmemory linear wrandom Ringall rings all extensions at o
25. populate Phonebook Administration 2 Index e id ACCOUNTID COMPANY FIRST_NAME LAST_NAME NUMBER SPEEDDIAL_INDEX Submit Query New 3 The company first name and last name are all optional but are helpful for record keeping 4 Enter the number of the party that will receive the call For speed dial index enter a number from 0 to 9 for the command N 6 Click Submit Query 7 Dial 2 the Index number assigned to speed dial the number from any phone on the account 2 2 4 6 2 Shared Dialplan Allows one company on the system to call another company s extensions If both companies are allowed to call each other Shared Dial Plan needs to be set up for each company f both companies have extensions in common those extensions will not work with Shared Dialing Shared Dialplan 4 id New SOURCE_ACCOUNT DESTINATION_ACCOUNT ACCOUNTID Submit Query 1 In order to setup Shared Dialplan with another account first click the to add it The Source Account is the account number to dial out The Destination Account is the account number to dial into Account ID is automatically populated Click the submit query button to save ae a te 2 2 4 6 3 Batch Extensions A tool that can be used for importing extensions 3 0 Settings Intended for the network administrator the settings option contains key network settings as well as FOP2 settings For a network to have optimal setting
26. rect extension voicemail hold etc 2 2 4 3 Call Control This section handles incoming calls and where to point them From here the roles of DID numbers Automated Attendants Time of Day conditions and incoming Fax to Email can be configured Profile Call Recordings 1 VoIP Portal PBX Menu ADMINISTRATION DEVICE AND EXTENSION CALL CONTROL Account Parking Lots Phonebook Extensions Devices Voicemail Virtual Extensions DID Numbers Automated Attendant Time of Day Fax to Email SOUNDS GROUPS AND QUEUES ADVANCED Audio Files Queues Phone Book Music On Hold Queue Agents Batch Extensions Playback Recordings Call Group Shared Dialplan Page Group VoiceMail Group 2 2 4 3 1 DID Numbers A comprehensive list of all numbers owned within an account which are organized numerically according to the ten digit number Existing Numbers can be added written into the account but not purchased and existing numbers can be edited to point to a specific function such as directly ringing an extension voicemail directly answering going to a ring group a rejection message etc whenever a call comes in this does not affect outgoing calls 2 2 4 3 1 1 Assigning a DID r j on i F Prane LAI Ree ore 14 TVo Pani Add New DID yu New Humber DID Number 5553253353 Add Ati Another First Add the number from the icon NO PRX Meni Type in the number in the DID Number box and click Add 3 Find the
27. s for VoIP service the SIP Ports 5060 through 5160 and the audio ports 10000 through 20000 need to be opened and unfiltered by a networking router switch or firewall Ports 4000 through 4999 are also needed for faxing 3 1 Server Settings The Server Settings are used for registering devices to the PBXRT service Each field has an important feature for the registration Server Settings Save Cancel TIME_ZONE central z MASTER_SERVER SLAVE_SERVER PROVISIONING_SERVER DNS_SERVER DNS_SERVER2 TIME_SERVER STUN_SERVER1 1 Time Zone Where the device knows to update its local time 2 Master Server The Server intended to register the device and process the calls 3 Slave Server A Secondary Server for the Master 4 Provisioning Server A server where devices can download a file for updating their settings this allows remote configuration of any registered device DNS Server A primary server for setting DNS rules DNS Server 2 A backup server for setting DNS rules 7 Time Server A Server dedicated to updating time stamps and all time related services 8 Stun Server 1 A server dedicated to handling STUN Service 9 Click Save to Apply Changes a 3 2 Voicemail Settings Rather than assigning voicemails to emails and group extensions this page is for setting the technical limitations on voicemails for all users Voicemail General Settings Save Cancel ATTA
28. s gt user The User level gives each end user the ability to manage their own extension From this level the user can O O O O U View their call activity View listen to and delete their voice messages Change their voice mail settings View and edit their extension features View and edit their personal speed dial Send a fax For more information please refer to the End User Manual 1 0 Dashboard The Dashboard serves as a main menu it is where the administrator is directed upon logging in and from here may select one of three options Customers CDRs and Settings On the left hand side the Asternic option is also available VoIP s Dashboard MAIN HAVIGATION Dashboard Customers T b 4 CUSTOMERS SETTINGS Settings COR Search Asternic 2 0 Customers By clicking customers the administrator is taken to the list of all customers accounts in the database the two options below customers are add and list 1 VoIP Dashboard Show 10 x entries Search Customers Agent Company Accountcode Contact Name Email Phone Status No matching records found CDR Search Astermic 2 1 Add Customer From here new customers can be filled out Add the Personal information to the manager administrator of the customer s account Contact Name Phone Number Cell Number and Email and then the company s information Company name Address City select the state and Zip Code an
29. sword is automatically generated but can be edited from here Click the Add button to add the new Voicemail Group to the list Eaa 6 Once back to the previous page click the edit button in the left hand column of the new Voicemail Group s line x Available Extensions Active Extensions 100 vy E A i jar 7 Now the option to add members to the Voicemail Group is available Highlight the necessary extensions and use the gt arrow to move one or gt gt arrow to move all extensions into the active member box 8 Click Save in the members box and then the top save button 2 2 4 6 Advanced A category for all other features pertaining to PBXRT that lack a more specific category Profile Call Recordings ADMINISTRATION Account Parking Lots Phonebook SOUNDS Audio Files Music On Hold Playback Recordings 2 2 4 6 1 Phone Book 1 VoIP Portal PBX Menu DEVICE AND EXTENSION Extensions Devices Voicemail Virtual Extensions GROUPS AND QUEUES Queues Queue Agents Call Group Page Group VoiceMail Group CALL CONTROL DID Numbers Automated Attendant Time of Day Fax to Email ADVANCED Phone Book Batch Extensions Shared Dialplan This is where the administrator can add numbers for the Speed Dial feature that can be used by every end user on the account 1 To add anew Phone Book entry Click on the icon 2 The Account ID will automatically
30. utomatically populates 4 Check the Two Way box to enable two way communications between the pager and the recipients also referred to as Hoot n Holler Holler down or Junkyard Circuit 5 The page group recipients will hear a beep from their phone before the pager begins speaking check the Quiet box to prevent the beep and allow the pager to start speaking immediately 6 The Description is used to explain the function of the page Group 7 Click Submit Query to save the new Page Group 8 Once back to the previous page click the edit button in the left hand column of the new Page Group line Available Extensions Active Extensions 100 VJ a eI A a Save 9 Now the option to add members to the Page Group is available Highlight the necessary extensions and use the gt arrow to move one or gt gt arrow to move all extensions into the active members box 10 Click Save in the members box then the top Save button 2 2 4 5 4 Voicemail Group A Voicemail box designed to leave a single message to multiple users mailboxes at the same time Voice Mail Group Add 4a VOICE MAIL GROUP NAME VOICE MAIL GROUP DESCRIPTION VOICE MAIL GROUP PASSWORD Add 1 Click the to add a new Voicemail Group The Voicemail Group Name is automatically populated The VM Group Description is for explaining the function of the voicemail group The VM Group Pas
31. y will follow its time rules 11 BE SURE TO CLICK THE SAVE BUTTON ON EVERY ALTERED LINE 12 Click the Main save button to save all settings again m m 2 2 4 3 4 Fax to Email This section allows for one email address to be assigned incoming faxes received faxes will be converted to a digital pdf file and emailed Fax To Email id New FAX_ID ACCOUNTID EMAIL DESCRIPTION Submit Query 1 Click the to add a new fax to email route The Fax ID is a simple name used to keep track of the faxing route the ID shows up wherever routes are selectable 3 Account ID is automatically populated but enter the email to send the faxes The Description is used to explain the fax to email rule s function 5 Click Submit Query to save the new route a 2 2 4 4 Sounds The sounds section is for editing the digital sounds the VoIP service relies on for Hold Music Auto Attendants and Playbacks Profile Call Recordings ADMINISTRATION Account Parking Lots Phonebook SOUNDS Audio Files Music On Hold Playback Recordings 2 2 4 4 1 Audio Files 1 VoIP Portal PBX Menu DEVICE AND EXTENSION Extensions Devices Voicemail Virtual Extensions GROUPS AND QUEUES Queues Queue Agents Call Group Page Group VoiceMail Group CALL CONTROL DID Numbers Automated Attendant Time of Day Fax to Email ADVANCED Phone Book Batch Extensions Shared Dialplan Here 1s a list of record
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