VoIP User Guide - misc-download.gradwell.com
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1. additional numbers as required see Getting extra numbers You will also need to purchase a VoIP phone or adaptor Alternatively you can download a softphone and make sure you have a microphone and headset connected to your computer Once all that s done you can start configuring your PBX to suit your exact requirements To guide you through the practicalities of setup in the following sections we use an example small company and show the most common way that people get started with a single external number and ten internal extensions a 2 line VoIP business handset plugged into the ADSL router and some simple facilities Wakeman s Widgets Ltd WW Ltd for short has two staff both of whom work in their own home offices Lois handles the sales and general enquiries and Peter handles technical enquiries Out of hours calls to Peter are diverted to a mobile phone and all the other numbers have voicemail VoIP User Guide Edition 2 1 August 2006 Page 7 Setting up the VoIP service 2 Setting up the VoIP service Before you start have you got a suitable phone or adaptor If not you ll need one to test and use the service We recommend a number of solutions You can buy your hardware independently or if you buy from us we can configure the phone for you This option is available as part of our service registration process as described below or you can buy a phone after you have registered 2 1 Getting an account Go to htt2. 3 1 Setting up extensions for named USerS cece ee ee cette eee ee ees 12 3 1 1 Mapping the extensions to handsets cee eeeeeee eee eee ee 13 3 1 2 Recording a voicemail Prompt cccccceeeceeeeeeeeeeeeeeeeeeeeas 16 3 1 3 Mapping an extension directly to another number 5 17 3 2 Creating a hunt group scrcsiceonrsseveweeniiencereeesearvevvecduelsecinasentin 17 3 2 1 Adding a voicemail prompt sssssssssrsrrrrrererererrrrrrrrrrrrere 19 3 3 Setting up a voice menu IVR ccecce 19 3 3 1 Creating the menu itemS sssssssessrsrrrrrererrrrrrrrrrrrrrereren 19 3 3 2 Recording the menu announcement c eeeeeee eee 20 3 3 3 Assigning the message and the external number 000000 21 3 4 Recording a welcome MESSAGE e cece eee c eee ce teat ee eeee eae ees 21 3 4 1 Assigning the message to an extension cccceeeeeeeeeeeeeeeeas 21 4 Using the service sssessrssrsrrrrrrererrerrrrrrerrrrererrererrrerrrrrrrere 23 4 1 Calling landlines and mobiles sssssssssssssrrrrrereerrerrrrrrrrrrrreree 23 4 2 Calling internal extensionS sssssssssssrrrrrrrrerrerrerrrrrrrrrrerere 23 4 3 Calling other Gradwell dot com customers ssecsrerrcerrerereree 23 4 4 Calling other VoIP network users cece eeee eect eeeee eee essen e ene es 23 4 5 Listening to voicemailS vcccaxctecaentadmosaaionen desta etieapasiadonanteeees 24 4 5 1 From the VolP handset ccececeee s
3. dial 1 and enter the voicemail password when prompted you can find it from the details for the extension or hunt group in the control panel Some handsets alert you with an audible signal when there s a voicemail waiting for example this might be an intermittent dial tone You can also dial 185 on any Gradwell dot com handset when you need to enter your mailbox number the seven digit extension and password 4 5 2 From an external number Dial 0870 930 0000 Enter the seven digit extension number at the mailbox prompt and then the password as above 4 5 3 From the control panel Use the Voicemail link to view and listen to your voicemail You can also purge your mailbox or delete the voicemails individually 4 5 4 Via email Any recorded messages are forwarded to your email address as WAV file attachments unless you disable this which you can play on your computer For this to work you must have provided a valid email address when you set up the extension or hunt group 4 5 5 SMS alerts If you have signed up to pay by direct debit you can elect to receive SMS alerts on a mobile number whenever there is a message to collect To do this show the extension details and enter the number for alerts 4 6 Creating a directory You can create an online directory of all your commonly called numbers using the Directory link Either type in the details or you can upload from a CSV file with records in the format firstname
4. Guide Edition 2 1 August 2006 Page 21 Configuring your virtual PBX own unavailable busy message and do not want the standard message played after it If you want the message to play before the voice menu show the Voice Menu details where you have the choice of adding it on answer or if there is no response or the user selects a digit not on the menu VoIP User Guide Edition 2 1 August 2006 Page 22 Using the service 4 Using the service Assuming you have managed to set everything up successfully all you need is to start making and receiving calls Hint for Sipura users you can press the hash key at the end of dialling a number to send it immediately otherwise there is a short delay before dialling 4 1 Calling landlines and mobiles Simple just dial the number and call as usual Warning you cannot call 999 and premium rate numbers at present 4 2 Calling internal extensions To talk to anyone on the same internal number range as you typically you get ten extensions for example the WW Ltd number of 01297 578089 has extensions 205 3280 to 205 3289 just dial the last three digits of the extension For example Lois Wakeman could call Peter by dialling 288 You can use the User Status menu in the control panel to check who s online Hint there is a useful popup window link so you can keep a small window open on your desktop to see who s online 4 3 Calling other Gradwell dot com customers To tal
5. displayed on handsets that can accept it e Message before ringing choose a personalised message to play before ringing see Recording a welcome message for how to do this e Hold Music Play Hold Music while ringing choose a music track to play if the caller is put on hold The next part of the screen allows various Voicemail Settings to be made e Enabled turn voicemail on or off and set the Message Waiting Indication on or off this depends on the handset supporting it for example you may hear an interrupted dial tone when any messages are waiting e In Delay you can specify how many seconds the phone should ring before the voicemail recording service picks up the line e You can usually leave the PIN at the default created for you see Listening to voicemails for how it is used VoIP User Guide Edition 2 1 August 2006 Page 13 Configuring your virtual PBX e You can specify an SMS Notify Number to get text alerts e You can usually leave the Voicemail Account at the default value e You can opt to have WAV Emails to get a recording of the message attached to notification emails e The final two fields work together Outgoing Message and Intro Skip allow you to upload a recorded message and turn off the standard message Note since you can set both voicemail and diversion on the same extension you need to set the respective delays carefully having both the same can result in unpredictable behaviour The las
6. divert are charged according to where the redirect goes Unless you opt for a softphone you will also need to buy a VolP enabled handset or a VoIP adaptor You also need a reasonably high speed internet connection for which the normal charges apply Note Any prices quoted here do not include VAT and may change from time to time Please consult our product pages and price list for current pricing 1 1 4 Additional services 12 We also offer a number of more specialised services for example Fax2Email Email2Fax not VoIP REMOTE CALL forwarding We can also provide SIP Inbound and Outbound and IAX Inbound and Outbound which may be of interest if you already have an in house Asterisk or similar SIP compliant PBX system These are outside the scope of this introductory guide please see the web site for details Testing the service for yourself Before you commit yourself to any expenditure we strongly suggest you take a free trial using a softphone to make sure that VoIP will work where you propose to use it Go to http www gradwell com voip trial php and follow the instructions there to sign up and use this page http www gradwell com support new xlite to configure the softphone 1 3 What next Having signed up for an account you will have a phone number and an account with us which can be used on our Centrex Virtual PBX service You can add VoIP User Guide Edition 2 1 August 2006 Page 6 Introduction
7. extension is a Hold Music Default i Play Hold Music o while ringing Record Calls C Inbound E Outbound Please note that this cal recording service is calls At present it can cause unusual side eff Divert Time Divert Settings voicemail Use at your own risk Calls are oicemail Settings Enabled Message Auto V Waiting l P Indication Auto wil enable VMWI unless the device use Delay 2 PIN 4066 SMS Notify hamion Please note that you will be charged 7 pence Yoicemail This account 205 3289 v Account l WAY Emails if enabled your voicemail emails will have z Outgoing none v Message If enabled the voicemail system will play th voicemail system will either play the default message you have recorded directly in the Intro Skip go If enabled the voicemail system will not pia Enable this option if you have recorded you message played after it blank or zero to disable Divert Mode Sequential v help O External number C Forward original CLI if the forward original CLI opti specified the CLI of the calling CLI as the CLI on the forwarde Local extension SIP URL Save Cancel Edition 2 1 August 2006 Page 15 Configuring your virtual PBX The second extension is set up to divert to Peter s mobile when he s not available Yoicemail Settings Enabled Message Waiting Indication Delay PIN A
8. for the first number 9 1 2 Getting extra internal extensions If you want more than the ten extensions that come as standard with each number you may need to buy some more external numbers as described in Getting extra numbers or you can use the Internal Numbers link in the control panel to review your extension ranges and request more There is no extra cost for internal numbers 9 1 3 Transferring in existing numbers If you already have a range of numbers that you want to use for VoIP use the CLI Numbers link where you can specify and pay for one or more existing PSTN numbers to be transferred into your Centrex service There is a list of area codes that you can transfer here http www gradwell com voip number_porting php Note this process involves liaison with BT and will take at least a week to complete p VoIP User Guide Edition 2 1 August 2006 Page 27 Advanced configuration 5 2 Managing multiple external numbers Unless you are a very small business you may well find that you need more than one line for multiple incoming and outgoing PSTN calls In this section we describe some typical scenarios and how to manage them 9 2 1 Assigning multiple lines to your voice menu If you need to take several PSTN calls at once you can choose to assign several lines to your IVR Click the PSTN Numbers link and for each number required use the Destination drop down to select the extension for your voice m
9. limited You ll need to consult the relevant user manual for more information on how to set up and use these features 4 9 Managing the service In the lower half of the control panel menu there are several administrative links e Contact Details allows you to edit your address contact emails etc e Packages allows you to buy more numbers hardware Asterisk services etc e Credit allows you to top up call credit for your numbers but unless you are taking the free trial you ll find it much more convenient to set up a direct debit mandate see below e Calls Out and Calls In allow you to review your usage of the service e Invoices allows you to inspect and print invoices for all your transactions with Gradwell dot com If you d rather pay by direct debit visit https www gradwell com directdebit and follow the instructions there to complete a mandate online Post pay is the best option for most users As well as allowing you to get SMS voicemail alerts it removes the credit remaining announcements when you make Calls VoIP User Guide Edition 2 1 August 2006 Page 25 Using the service 4 9 1 VoIP User Guide Credit options As mentioned above the Credit panel allows you to check on how much prepay credit you have if you aren t using postpay and top up if necessary It also allows you to e Check how many inclusive minutes you have left if your package includes them e Use a voucher to credit your account
10. via the gateway 1 1 1 Why use it The most immediate reason is to cut your business telephony costs All calls you make to other VoIP phones are free and calls to other lines are competitively priced The second reason is to get a fully featured PBX system for your business for a very modest rental cost With every VoIP number you get ten extensions on your virtual PBX with all the facilities you would expect voice menu extensions for specific people hunt groups call forwarding etc All this is simply set up from an online control panel which also gives you access to detailed call statistics and billing information The third advantage is that you can configure your system to give whatever impression you want to customers For example if you have associates or employees in other areas of the UK or even abroad you can give them all extensions on the same number or their own numbers with the same area code as your head office No one need know whether you have city centre offices or a virtual office Finally you can have inbound numbers with different area codes or even international numbers so you can appear in several phone books but have a single office This allows people to make cheap calls to you and choose a local business Small to medium sized businesses with several employees and especially those with distributed offices and teleworkers are likely to get the maximum benefit from our system which has been c
11. Configuring your virtual PBX WW Ltd have just set up the first two extensions for their principals to start with My Extensions Number Name Email Online Buy Hardware Delete 205 3289 Lois Wakeman lois wakemanswidget no Buy Now Fj To add a new user please complete all fields below Extension 2053288 v Name Peter D Wakeman _ Email pete wakemanswidge Password pass3298 However this won t get them very far as they currently only have one VolP phone connected to the default extension which in their case happened to be 3289 To share the workload they plan to set up sales and support extensions and then a voice menu to guide callers 3 1 1 Mapping the extensions to handsets Each real person needs to have a real telephone handset and line to answer This can be a VoIP phone in the same or another location or a diversion to an external number mobile or landline or VoIP To get at the settings click the extension number link to see the details the screen starts with a number of general settings of which these are the ones you might want to set up e SIP Password only needs to be set when buying phones from other suppliers or if you need to change it for security reasons e PSTN Access allow or disallow calls outside the VoIP network e PSTN caller ID select the caller ID only possible if you have more than one line When you make a call your user name is also transmitted and will be
12. Out of hours calls are diverted to Peter s mobile if there s no answer after 20 seconds They set up a similar group for Sales too which is listed in the summary click the Hunt Groups link to see the summary My Hunt Groups Del Hunt Group Description Extension Time 205 3289 Ext neve C 205 3280 Sales Lais Wakeman M Tu W Th F 8 00 16 30 205 3288 Ext 00 18 Peter D Wakeman M Tu W Th F 14 00 18 00 PARA 205 3288 Ext eae 0 2053281 Support Peter D Wakeman M Tu W Th F 10 00 19 00 205 3289 Ext 00 14 is Wakeman M Tu W Th F 9 00 14 30 VoIP User Guide Edition 2 1 August 2006 Page 18 Configuring your virtual PBX 3 2 1 Adding a voicemail prompt p e To add a voicemail prompt for when everyone in the hunt group is offline dial 185 on the VolP handset and when prompted enter the hunt group extension number and password listed in the group details Select 0 for mailbox options and select the message you wish to record Record the message when prompted Note you must wait until the very end of the recording before pressing 1 to save it You can also use the voice prompt recording system see Recording the menu announcement and then select the message you require from the drop down menu Note please do not mix the methods as this causes the system to become confused by which message to use 3 3 Setting up a voice menu IVR A voice menu gives your callers a simple way to
13. VoIP User Guide Setting up your VoIP system from Gradwell dot com VoIP User Guide Author Communication Arts for Gradwell Effective from August 2006 Document version Edition 2 Gradwell dot com Itd 2004 2006 Introduction Contents Section Page I NtroduCtHON csietdatecastecbactacsceesscuchasee aie ORE E DIEE NEES IED ri 3 1 1 VoIP the Dassis eerren iie naa aaa ni i 3 LET WAy USE IC six ote cies dace autem meta ane semanas an EEEE AEE EREE sce 4 1 1 2 What YOU N C0 cscs ccc eck std scasteecdeanbadsasdideeradhstastacksdendlade 5 Oh Poe What ItCOStS ic iicuuenoin tase t LA A ANETE O EAEE N Ea 6 1 1 4 Additional services ssssssssssssesrrrrenrrrrrrrrn nrinn nnne nenna 6 1 2 Testing the service for yourself sceeeerererrrrrrrrrererrrre r 6 t3 What NEXE pisss omiieeriivorii neei Pra iui Are NERE EEEE EE TEN Tiaia 6 2 Setting up the VolP service sssssssrsrrrrrerrrssrsrrsrrrrrrererrrrrrerrrrrrrre 8 2 1 Getting an GCCOUNL 25 ncictnaraxtaiindansetsetiadnineiaiedansenenionteeeateee 8 2 2 Configuring your network ciccciciscaccccesciedarcaeiaias cxcdaescesdecesaasens 9 2 3 Configuring the phone hardware sssssssessrsrrerrerreerrerrsrrrrrrer 9 2 4 Making a basic configuration of your PBX ccecceeeeeeeeeee eee e ees 10 2 5 Planning your virtual PBX sssssssseessssssrrrrrrrrrrrrrrrrrrrrrrrrrrene 11 3 Configuring your virtual PBX yscdnisccamccntencunannd Speed aieansanse caeenedeonea ne 12
14. VoIP users mobile users and people with ordinary landlines The integration between PSTN and VolP is complete and undetectable to callers J ust like a modem converts digital signals from the PC into analogue voice traffic for transmission over a phone line a VolP enabled phone or VoIP adaptor converts your voice into digital packets using the SIP protocol for transmission over the internet If you make a call to another VoIP phone the opposite process occurs at the other end and your voice emerges intact from the ether If you make a call to a mobile or landline Gradwell dot com s gateway decodes the call and sends it on as an ordinary voice call to the PSTN VoIP user using VoIP f 7 ADSL handset cfa router hub Gradwell PSTN gateway Gradwell VoIP routing server PSTN user C The diagram shows in simple form how calls are routed User A dials the number for user B The VoIP phone logs onto the Gradwell routing server which looks up VoIP User Guide Edition 2 1 August 2006 Page 3 Introduction the destination and sets up the call Thereafter the voice traffic passes directly over the internet between A and B When A calls C who has a conventional landline or mobile the VoIP adaptor logs on as before The routing server looks up the destination and finds it is a PSTN number The call is routed via the Gradwell PSTN gateway into the PSTN network as anormal call Thereafter traffic passes directly
15. arefully designed to provide all the features that you will need in a professional package VoIP User Guide Edition 2 1 August 2006 Page 4 Introduction external number from Gradwell Virtual PBX choose digit for internal extension direct call to internal extension Person with VoIP handset Hunt group Voicemail Diversion external number extension or SIP URL You can assign one or more external numbers that people can dial these can be mapped to a voice menu so they can chose an internal extension or directly to an internal extension hunt group queue or diversion to another number Calls that go unanswered can either be forwarded to another number alias or a voicemail can be recorded 1 1 2 What you need There are three main elements to the service 1 3 VoIP User Guide A VolP enabled telephone This can be an all in one handset wireless or wired or a normal handset plugged into an adaptor or a softphone a program that uses a microphone and headphones on your computer to emulate a real handset We recommend a number of different solutions suitable for most needs and budgets please see the web page at http www gradwell com voip hardware php for a current list An internet connection A leased line or ADSL cable broadband is ideal dial up ISDN or ordinary telephone line or a satellite internet connection will likely cause a reduction in sound qua
16. as described in Creating a hunt group In addition you can VoIP User Guide Edition 2 1 August 2006 Page 28 Advanced configuration specify a number of tailored prompts for your waiting callers in the Queue options section These must be recorded as in Adding a voicemail prompt You can also specify how many callers should be able to queue before getting a call back later message and the extension that should take calls if zero is pressed leave blank to disable this 5 4 Setting music on hold You can specify an MP3 file to play while callers are put on hold waiting for answer or in a queue Use the Music on Hold link to browse for and upload the file Then use the Extensions Hunt Groups or Queues menu where in the corresponding details panel you can specify the file in the Hold Music field and also for extensions and groups specify if it should play instead of the ring tone 5 5 Deleting PBX items You will notice that most summary pages in the control panel have a column called Delete or Del If you tick the box next to an item and then click the corresponding Delete button the item and its associated settings will be removed Notes on the page explain the implications of doing this if it is not obvious Make sure you really want to do this as you don t get a chance to back out VoIP User Guide Edition 2 1 August 2006 Page 29 Troubleshooting 6 Troubleshooting Once you have your PBX set up
17. at callers hear the menu when they ring Click the Voice Menus link then the menu extension number to display the details Use the Message on answer drop down to select the message you just recorded in our example Name Main Email linfo wakemanswidget Message on answer IVR Welcome v If you set up the menu on the default number you can leave this as it is If not click PSTN Numbers and select the extension number for which you set up the menu then click Save Assign External Numbers Number Destination 01297 578089 205 3282 Main v Please note that you may not delete numbers from this page Pleas 3 4 Recording a welcome message An extension a hunt group or a menu can be associated with a recorded message that plays before the ring tone For example WW Ltd might record a message during a very busy period warning that response times may be longer than usual or a message mentioning a special promotion or solution to a technical problem Follow the instructions in Recording the menu announcement to set up and record or upload the message 3 4 1 Assigning the message to an extension Show the details in either the Extensions or Hunt Groups panel and use the Message before ringing drop down to select the new message Tick the Intro Skip box and the voicemail system will not play the standard please leave a message after the tone Use this option if you have recorded your VoIP User
18. decide who to speak to without needing to go through an operator It also means you need fewer external numbers since several people can be contacted on the same number 3 3 1 Creating the menu items Click the Voice Menus link then the Create New Menu button Select the extension that the menu will use for example the default that you discovered as described in Making a basic configuration of your PBX and specify a name Click Create to finish The details of the menu are displayed but you can usually accept the defaults Now you re ready to start adding some selections to the menu you can do this in any order Select a Digit from the left hand dropdown and an extension corresponding to the required Action from the second dropdown then click Update to add it to the menu Continue like this until you have all the entries you need VoIP User Guide Edition 2 1 August 2006 Page 19 Configuring your virtual PBX UY WW Ltd set up their menu to allow callers to speak to the generic hunt group and individual extensions plus the instant diversion IVR Menu 205 3282 Name Main Email info wakemanswidget Message on answer IVR Welcome z Message on invalid no response NONE v Actions Digit Action Delete 1 205 3280 Group Sales sales wakemanswidgets co uk F 2 205 3281 Group Support support wakemanswidgets co uk 3 205 3286 Alias Out of Hours Fi 7 205 3289 Ext Lois Wakeman l
19. dresses as needed IP Internet Protocol a protocol that sets up and manages an internet connection Every device connected to the internet has an IP address by which it can be located These can be private only visible and used inside a LAN or public potentially visible to anyone else connected to the internet ISDN A higher capacity way to connect to the PSTN than a regular land line It can be used to connect to the Internet in the same way as broadband ADSL and analog modems IVR Interactive Voice Response aka voice menu spoken prompts allowing you to choose different extensions on a PBX LAN Local Area Network a private network for an organisation connecting all its computers and devices usually via Ethernet NAT Network Address Translation a service provided by a router managing an internet connection to allow private IP addresses inside the network to send and receive internet traffic The router has a public IP address and forwards traffic to the correct place PBX Private Branch eXchange a private telephone system for one company with internal extensions VoIP User Guide Edition 2 1 August 2006 Page 31 Glossary PSTN SIP TCP VoIP UDP VoIP User Guide Public Switched Telephone Network The non internet international phone network that carries voice and fax data and also dial up modem data on its way to and from the internet Session Initiation Protocol a protocol that sets up manages and the
20. ees ence eee eee eee eae ees 24 4 5 2 From an external number cc cece eee eeee eee tent eeeeeaeees 24 4 5 3 From the control panel cccsscccessesesseseeneseensseensaneneas 24 AA Vid email ssgiadnicnedcaetawiearnecs EEA ENEAN E TA ANAA 24 4 5 5 SMS alerts diees inbseeveusacenasenedabseeustecdasheceuvaderesedeumeacute 24 4 6 Creating a directory ssssssuesessrsrrsrrrrrrrrrrrrsrrrrrrrrrrrrererere 24 4 6 1 Making calls from the dir CtOry ccccceeseceeeeeeeeeeeeeeeeeeeees 25 4 7 Setting up a conference call 25 4 8 Transferring calls between extensions etC esecrrerecrrrererrree 25 4 9 Managing the service ssssrsesesesrssrsrrrrrrerrerrerrrrrrrrrrrrerere 25 49 1 Credit ODUONS 2nces tench cane pense hen rne EEEIEE EARE EERE EEE EERS 26 VoIP User Guide Edition 2 1 August 2006 Page 1 Introduction Section Page 5 Advanced configuration ciiccicovsecceerecvinezensarevenesesaredeasenstanesyenesters 27 5 1 Handling multiple Calls icc cwsiccaddisseviestseitevervlecctoienes bees 27 5 1 1 Getting extra NUMbESS cece ccc eee eect e eee e eee eeeaeeenae ease 27 5 1 2 Getting extra internal extensions cccccece rererere 27 5 1 3 Transferring in existing NUMDEeTrS ccceeeee este eeeeeeene ene 27 5 2 Managing multiple external NUMDETSS cece cece eee e senate eee e ees 28 5 2 1 Assigning multiple lines to your VOICE MENU cee eee scene ees 28 5 2 2 Assigning external numb
21. enu then click Save 5 2 2 Assigning external numbers to extensions If you want direct dial as well as menu access to certain people you can map external numbers to specific extensions Click the PSTN Numbers link and use the Destination drop down next to the appropriate external number to select the person s extension then click Save 9 2 3 Assigning different CLIs to different extensions Each extension can have a different PSTN Caller ID set in the extension details panel 5 2 4 Assigning Caller ID tags to hunt groups For hunt groups and queues see below you can set a Caller ID tag in the extension details panel so that whoever answers knows which group the call originated from 5 2 5 Setting up a fax machine to send and receive calls VoIP is not recommended for fax use but if set up correctly it can be used Please contact our support team if you wish to use fax over VoIP for advice on how to do this Alternatively we provide dedicated fax services e Email2fax at http www gradwell com voip email2fax php e Fax2email at http www gradwell com voip fax2email php 9 3 Setting up a queue For certain call centre type applications you may need to set up queues to handle incoming calls sequentially These offer more sophisticated call waiting facilities than Hunt Groups but the basic setup is much the same Use the Queues menu and click Create new queue to enter the details then add members to the queue
22. ers to ExteNSiONS ccceeeeeeeeee eens 28 5 2 3 Assigning different CLIs to different extensions 28 5 2 4 Assigning Caller ID tags to hunt QroupS ccceee cena ee eeee eee 28 5 2 5 Setting up a fax machine to send and receive callS 6 28 5 3 Setting Up a QUEUE tx cssuaneevnad vaxecerunad fopeverstentetuveaieeedeavelaniese 28 5 4 Setting music on hold sssssssrsrserressssrrsrrrrrrrrerrrrrrrrrrrrrrrene 29 5 5 Deleting PBX ISMNGxcchtsvctunecnatscreneeshimenieeeseevestineectieetinesceans 29 6 Troubleshooting l c 30 GIOSSAPY iimas crina a EE E AE EEK Ea TEA 31 B Useful numbers and contact details ccceeeeeeee na 33 VoIP User Guide Edition 2 1 August 2006 Page 2 Introduction 1 Introduction This user guide is for anyone wanting to set up a virtual PBX using the services of Gradwell dot com We cover the basics in enough detail to get you started but there is plenty of help if you get stuck Firstly the VoIP control panel on the web site has been carefully designed to lead you through the various processes without mishap and secondly you can always get online help at http www gradwell net support or by emailing us at support gradwell net 1 1 VoIP the basics VoIP Voice over Internet Protocol is a way to make phone calls using the internet as the transmission method rather than a landline With Gradwell dot com s system you can make and receive calls from other
23. k to anyone on our service you can dial either the seven digit internal extension or the external number For example WW Ltd would be obtainable on 01297 578089 or 205 3282 voice menu There are special short numbers for access to various services as listed in Useful numbers and contact details 4 4 Calling other VoIP network users To talk to anyone on another VoIP service like Pulver or BT for example you can dial a number or alternatively use a SIP URL SIP URLs are like sip username servername com Our customers are obtainable using their extension as the username for example sip 205 3289 sip gradwell net would get you Lois Wakeman You normally use the keys on your handset to type in the URL you ll need to consult the handbook that came with it or the adaptor to find out how to set up quick dial numbers VoIP User Guide Edition 2 1 August 2006 Page 23 Using the service We support short code dialling to other VOIP networks so that you can easily call people There is a full list on our website at http www gradwell net support cross calling p Note Some VolP networks including Skype and Tesco are closed and you cannot call them from outside 4 5 Listening to voicemails If voicemail is enabled for an extension or hunt group callers can leave messages for you You can choose to pick these up in three ways 4 5 1 From the VoIP handset To listen to any voicemail messages for your extension
24. lastname number VoIP User Guide Edition 2 1 August 2006 Page 24 Using the service 4 6 1 Making calls from the directory Once the directory entries are set up you can initiate a call from the screen Click call complete the Click to Call details and the selected handset rings first then calls the number This function can be added to your own web site so your customers can call you from the page See our page at https voip gradwell net login webcall autohelp 1 for details 4 7 Setting up a conference call You can set up a closed conference call teleconference for meetings etc In the Conference Rooms section of the control panel menu select an extension Number choose a Name and type a PIN number then click Save You can then notify the attendees and at the designated time they can dial in and enter the PIN number when prompted to join in the conference 4 8 Transferring calls between extensions etc All the functions described so far are provided by our VoIP service There are extra functions that are supported by the handset and or adaptor For example most handsets and adaptors have a wide range of inbuilt functions speed dialling attended or unattended call transfer put caller on hold initiate three way calls notify waiting calls ring back last caller on call termination call forward on no reply etc Other systems have equivalent functions although some like freeware softphones are rather
25. lity A standard 256Kb upstream ADSL connection can accommodate 2 3 simultaneous calls if you expect to need more capacity frequently you may wish to upgrade to a higher bandwidth package An account with a VoIP service provider Gradwell dot com in this case This gives you a VoIP enabled external number which is what other people dial to call you Edition 2 1 August 2006 Page 5 Introduction 1 1 3 What it costs There is a charge for setting up geographic 01 02 and 0800 0845 0870 numbers to use with our Centrex service and a very reasonable monthly rental Incoming calls to your 0800 numbers cost 3p a minute With each number you get one inbound and one outbound line and ten internal extensions The Centrex service which gives you the facility to make VoIP calls on your number and provides your virtual PBX is included in the cost of the line rental Calls that you make are charged as follows e VolP to VoIP calls are always free for the networks listed at http www gradwell com support cross calling but note that some networks are closed and you cannot call them for instance Skype and Tesco s VoIP service e VoIP to PSTN calls other than 0800 numbers are charged per second with a minimum charge according to the tariff sheet at http www gradwell com voip callcosts php our costs are always extremely competitive Please see the web site for full terms and conditions e Calls that you forward or
26. lly opt to let us select a number in your chosen area 5 Finally you need to agree to our terms and conditions choose a payment method and finish the sign up 6 You ll see your new number confirmed there s no need to note it down as all the details you will need will be confirmed by email for you VoIP User Guide Edition 2 1 August 2006 Page 8 Setting up the VoIP service WW Ltd chose a local number to start with their Centrex package ordered a business phone handset and added 10 of prepay credit Telephone Number s 01297 5780 change Package Centrex change Setup fee 4 99 Specific Number fee add Extra CLI Number fee Monthly fee 7 00 first 3 months only then 4 00 Hardware 99 99 change remove Hardware Delivery 8 00 Delivery Address Peter Wakeman Wakeman s Widgets Ltd Gore Lane Uplyme Lyme Regis change DT 3RJ GB VAT 20 12 Extra credit 10 00 change remove Total to pay now 145 11 Once you have registered or signed in all the facilities of the control panel are available and you re ready to start setting up your virtual PBX in earnest But first you need to get a working VoIP phone Read on 2 2 Configuring your network We strongly advise that all customers who are using VoIP for their core business place their phones outside any ADSL firewall on an internet connection where they have public IP addresses available from most business internet providers Howeve
27. ly going to take calls all the time so his days and hours can be edited to more reasonable limits and saved using the Update button Hints e If the times fail to update make sure you have a colon separating hours and minutes e g 09 00 e f you wish to add a member to the hunt group that spans midnight you will need to add the member twice with times before and after midnight For example you want a member of the hunt group available from 16 00 08 00 for an out of hours answer service using an alias so you would need to enter this twice the first from 16 00 23 59 and the second from 0 00 08 00 More members can be added using the dropdown as before and the Order changed if necessary the value here determines the order of ringing a lower number rings before a higher number So for parallel groups where all the phones should ring at once set the order to the same value You can also mix types for example in a hunt group of four extensions set orders of 1 2 2 2 to try the first phone and if there is no answer try the other three all at once wwitd just has two people Peter is the primary contact for support and Lois does limited backup Extension Days Enabled Time Range Order Delay All Su M Tu W Th F Sa Start End max 30 205 3288 Ext a O 10 00 19 00 20 F Peter D Wakeman pete wakemanswidgets co uk 205 3289 Ext O0oMmMMMMMO9 00__ 14 30 20 a Lois Wakeman lois wakemanswidgets co uk
28. n terminates a multimedia session including a voice call Transmission Control Protocol a protocol for managing traffic over an IP connection this is what divides the data into outgoing packets for transmission and reassembles incoming packets into a data stream Voice over IP aka internet telephony User Datagram Protocol an alternative to TCP for sending data over an IP connection Unlike TCP UDP doesn t divide the message into packets and reassemble it It s sometimes used to save processing time with applications that have very small amounts of data to transmit Edition 2 1 August 2006 Page 32 Useful numbers and contact details B Useful numbers and contact details If you need assistance with your virtual PBX please contact support gradwell net in the first instance The table below lists some useful numbers only available on the VoIP handset unless otherwise noted Number Description 0870 930 0000 Voicemail pickup from PSTN 100 Gradwell Customer Service 123 Speaking clock 160 Echo test listen to what you say echoed back for example to test latency 185 Voicemail service record voicemail prompt or pick up voicemail for hunt group or any extension 188 Record voice prompts message on answer and menu prompts IVR Voicemail service for current extension VoIP User Guide Edition 2 1 August 2006 Page 33
29. ng or choose to forward the original Caller ID click the alias number link to see the details where you can set various items W wwttd might choose to set up an extension for priority clients to be forwarded directly to a special number outside office hours for example My Aliases Alias Name Type Destination 2053286 Out of Hours External Number 01297 3 2 Creating a hunt group Hunt groups allow you to specify more than one person to answer a call ona particular extension in our example Sales and Support Click the Hunt Groups link then the Create New Hunt Group button Select the Extension that the group will use specify a Name and an Email address to which voicemails will be sent out of hours Click Create to finish The details of the hunt group are displayed but you can usually accept the defaults Now you re ready to start adding some people to the hunt group Scroll down the page to Members and select an extension corresponding to the first person from the Add New Member dropdown then click Update to add it to the group VoIP User Guide Edition 2 1 August 2006 Page 17 Configuring your virtual PBX Here is how WW Ltd started creating the Support group Extension Days Enabled Time Range Order Delay Allow YM Su M Tu W Th F Sa Start End max 30 205 3288 Ext MMMM ww loo l23 59 lli 20 oO Peter D Wakeman pete wakemanswidgets co uk Add New Member Vv Peter is not actual
30. ning DHCP on your LAN the phone adapter should pick up an IP address after a few minutes If not you ll need to assign one manually as described in the user documentation 4 If you are using multiple phones on your broadband connection or you have a low bandwidth internet connection then we recommend you choose G729a as the preferred codec in the phone adapter setup This will allow the phone to use less bandwidth where possible WW Ltd were successful in adding the phone to their network to test out the device and service Since they have two offices they will eventually need to configure a second handset with settings for Peter but this cannot be done until he has been set up as a user of the system see Setting up extensions for named users Later on they ll change the default settings for Lois s personal extension once the voice menu is set up on the default extension since that doesn t need a handset 2 4 Making a basic configuration of your PBX We ll discuss more detailed settings in the next chapter but first here are the elementary settings you need in order to test your setup 1 Log in at https voip gradwell net login 2 You will see that the external number you requested is allocated by default to one of your internal extension numbers for example My Extensions Number Name Email Online Buy Hardware Delete 205 3289 Lois Wakeman lois lois co uk no Buy Now oO 3 Assuming you have done e
31. ois wakemanswidgets co uk Fj 8 205 3288 Ext Peter D Wakeman pete wakemanswidgets co uk Fj 9 Hangup Fi Hangup v 3 3 2 Recording the menu announcement New callers wont know which digit to press so a voice prompt is essential To add one click the Voice Prompts link and click the Record New Voice Prompt button Type a Description for example IVR Welcome and click Continue to return to the summary Voice Prompts Description Update Upload Recorded Delete IVR Welcome update upload yes oO Sale Offers pin code 048 637 032 upload no o Deleted Selected Prompts Record New Voice Prompt You will be given a PIN code to use to record the prompt Dial 188 on the VoIP handset and when prompted enter the PIN Record the message when prompted Note you must wait until the very end of the recording before pressing 1 to save it VoIP User Guide Edition 2 1 August 2006 Page 20 Configuring your virtual PBX X WW Ltd s regular IVR message has been recorded as you can see from the status above a special message for sale offers is awaiting recording Hints e f you already have a recording you want to use you can save it as a WAV file and upload it instead e if you want to add a hidden option like a conference room just add the option and don t announce it in your recording 3 3 3 Assigning the message and the external number The last step in getting your basic PBX working is to make sure th
32. p www gradwell com voip centrex_signup php and click proceed to start the process which is conducted by a series of pretty pal E forms A al ed ERA Choose TA N Ere payment POTA maa eal a Shipping Area eee TA Ere POTA Start by providing personal and company details for the new account Notes New customers need to provide basic registration details but existing Gradwell dot com customers can log in to bypass this stage During signup you will be asked to enter your postcode which must match both your supplied address and the registered address for your credit card If you have any problems with our credit card fraud prevention procedures during signup for example your IP address is not recognised as being a UK one please contact our customer service team 2 Next you need to add some credit to use the number Use the Prepay option to add 10 of credit On this page you can also order a SIP phone or adaptor if you wish 3 Now you can choose a new number to use with the service or you can transfer certain existing numbers to us see http www gradwell com voip number_porting php for details We can give you a comprehensive range of number types a 0870 non geographic national rate numbers b 0845 non geographic local rate numbers c 0800 free call numbers d geographic numbers 650 local codes to choose from e or international numbers 4 On the next screen you ll norma
33. r for small offices it may not be practical or cost effective to change your service in which case you need to work around the limitations of having your phone inside the firewall because the SIP protocol cannot coexist reliably with NAT provided by your ADSL router Most phones will work with our Outbound Proxy server which will handle the NAT We have information about how to set up your firewall to work with our service at http www gradwell net support firewall nat 2 3 Configuring the phone hardware You can buy a dedicated VoIP phone handset or adapter independently or install a softphone but since WW Ltd has bought a VoIP phone from us this is what we will describe here 1 Check your inbox for the Welcome message that contains all the configuration details you need If you bought the hardware from us all the settings will VoIP User Guide Edition 2 1 August 2006 Page 9 Setting up the VoIP service already be correct If not you ll need to consult the user documentation and see how to set it up most phones come with a web control panel that you can configure using the knowledgebase articles at http esupport gradwell net esupport new index php m knowledgebase amp a view 2 Plug the phone adapter into the phone socket on the back of your broadband router or hub and a handset into the adapter in the line 1 socket if that s what you are using Don t forget the power cable 3 If you are run
34. robably want to set up some users on internal extensions then you can do more like assigning hunt groups recording a menu and so on Everything described in this chapter is done using the links in the VoIP control panel which take you to a panel of more specific information and links PSTN Numbers s t t l CLI Numbers et up externa Internal Numbers numbers Extensions User Status Voicemail Aliases Hunt Groups Queues Voice Menus Conference Rooms Voice Prompts Directory Music On Hold Contact Details Packages Credit Calls Out Calls In Invoices Log Out Set up Centrex facilities extensions queues hunt groups IVR etc Admin and report ing functions So point your browser at https voip gradwell net login login and you are ready to start 3 1 Setting up extensions for named users Click the Extensions link to see a summary of the current settings When you first start only the default extension the one you set up as described in Getting an account is set up Use the input fields to add new extensions for users then click Save e Extension select the internal number to use for this person e Name type a full name which will be displayed as the Caller ID when possible e Email this address will be used to send any voicemails left for this person e Password enter a password to set up the security on the VoIP phone or adaptor VoIP User Guide Edition 2 1 August 2006 Page 12
35. s your firewall allowing traffic on the necessary ports See our support article about which ports will need to be open on your firewall http www gradwell net support firewall nat php Have you disabled all but one codec in the adaptor phone settings If someone calls you using a disabled codec you won t hear anything VoIP User Guide Edition 2 1 August 2006 Page 30 Glossary A Glossary This glossary explains some of the abbreviations and concepts used in this user guide You can find more extensive details by visiting the jargon buster at http www voip org uk jargon php ADSL Asynchronous Digital Subscriber Line an always on connection to the internet with higher bandwidth than either ISDN or standard modem connections An ADSL router allows all the computers in a LAN to share one connection an ADSL modem connects a single machine Similar facilities can be provided by a cable connection CLI Caller Line Identity the provision of the caller s number and often name to the receiver s handset Codec In the context of internet telephony shorthand for compression decompression Voice data is compressed so that it requires less bandwidth to transmit DHCP Dynamic Host Configuration Protocol a way to allocate IP addresses from a given range of private IP addresses to all the devices ona network that need one PCs VoIP adaptors printers etc One device on the network acts as a DHCP server handing out ad
36. supply the number listed in the Voicemail PIN field for the extension Note you must wait until the very end of the recording before pressing 1 to save it VoIP User Guide Edition 2 1 August 2006 Page 16 Configuring your virtual PBX 3 1 3 Mapping an extension directly to another number Sometimes you may always want an extension number to be immediately diverted without any delay In this case rather than setting it up as an internal extension with a diversion you can forward alias it This facility can be used in various ways for example creating an extension for a mobile number for a service engineer or salesman on the road creating three digit shortcuts to your most used external numbers or an internal extension for an associate using another Gradwell dot com PBX Click the Alias link and use the input fields to add new forwards then click Save e Alias select the internal number to use for this forward This number can then be used just like an extension when configuring hunt groups etc e Name type a full name which will be displayed as the Caller ID when possible This might be a person or a generic function like Emergencies for example e Type select the type of forwarding e Destination type an external number or SIP URL a string similar to an email address that lets you call another VoIP user See Calling other VoIP network users for more information Hint if you want to play a message before ringi
37. t part of the screen allows various Divert Settings to be made e Specify in Divert Time a number of seconds after which the diversion should occur to turn it on or blank the field to turn it off e Choose a Divert Mode There is a full explanation of these available via the help link on the page but to summarise e Sequential the phone rings and if the call fails offline busy etc oris not answered within the divert time the call is cancelled and the divert number is called instead e Delayed parallel the phone rings and after the specified delay the divert number is called but the phone keeps ringing e Sequential with repeat a mixture of the above We recommend you experiment to find the one that suits you best e Then select an option to specify where to divert to this can be an external PSTN or VoIP number another extension or a SIP URL When you are done click Save to confirm the changes and return to the summary page VoIP User Guide Edition 2 1 August 2006 Page 14 Configuring your virtual PBX UY VoIP User Guide Here s how WW Ltd set up the first extension with voicemail out of hours Extension 2053289 Name Lois Wakeman Email lois lois co uk Status Online SIP Device Linksys 941 SIP Server lon pbx 6 gradwell net SIP Password PSTN Access PSTN caller ID Default 01297 578089 x Message before pain none v ringing Do not select a message if this
38. uto Auto will enable VMWI unless the device usi 30 4066 SMS Notify Number Please note that you wil be charged 7 pence Yoicemail Account WAY Emails This account 205 3289 v if enabled your voicemail emaits wil have Outgoing none v Message if enabled the voicemail system wil play th voicemail system val either play the default message you have recorded directly in the Intro Skip oO if enabled the voicemail system wil not pia Enable this option if you have recorded your message played after it Divert Settings Divert 10 Time Divert Mode blank or zero to disable Sequential v help O External number 07811 C Forward original CLI If the forward original CLI opti specified the CLI of the calling CLI as the CLI on the forwarde Local extension SIP URL For now WW Ltd are saving money by using a softphone for this extension When the software is set up the User name Authorisation user will be 2053289 and the password is the one entered in the SIP Password field here which is hidden on save The proxy settings needed are in the welcome email for the service 3 1 2 Recording a voicemail prompt The Gradwell dot com voicemail system comes with a standard message if you are not around to take a call You can personalise this by recording your own message Dial 1 on your VoIP handset and follow the prompts to record a message You will need to
39. verything properly you should be able to call your external number from for example your mobile and get the handset to ring You should also be able to make outgoing calls you could try 123 for the speaking clock or 160 to echo everything you say If that works you can go on to Configuring your virtual PBX to set up other extensions and features if not see Troubleshooting VoIP User Guide Edition 2 1 August 2006 Page 10 Setting up the VoIP service 2 5 Planning your virtual PBX You are probably quite keen to get on and set up the system but you may find that a few minutes planning what you want to do will repay itself If you can list all the people you need to include the hunt groups and diversions or shortcuts you want to make you can more easily assess how many extensions and external numbers you will eventually need It might help to skim through Configuring your virtual PBX and Advanced configuration before actually doing anything If you do make any mistakes the control panel is very flexible so you can always go back and start again Warning if you decide to delete an external number you cannot get it back again and will have to pay a setup charge to get a new one VoIP User Guide Edition 2 1 August 2006 Page 11 Configuring your virtual PBX 3 Configuring your virtual PBX Now that you know the service is set up OK you can start fine tuning the system to meet your exact requirements First you ll p
40. with free minutes e Set a maximum daily limit in whole pounds on call costs for the account Edition 2 1 August 2006 Page 26 Advanced configuration 5 Advanced configuration The preceding chapters have taken you through a fairly simple setup for a small company but as your business grows so will your telephony needs Here we describe some of the additional features of our service that you may find useful 5 1 Handling multiple calls Each number you buy from us provides you with the equivalent of two PSTN lines One incoming and one outgoing for example to allow calls to a particular extension to be diverted You can make as many simultaneous VoIP calls as you like If you regularly expect to make or receive simultaneous calls you may wish to consider purchasing extra numbers or extensions to avoid callers getting the engaged tone 5 1 1 Getting extra numbers These can be purchased via the Packages link in the control panel using the same procedure described in Getting an account choose to add a Centrex package and in the Choose Number panel you can select the Please allocate me a block of consecutive numbers option Note that if you want numbers of different kinds geographic free call etc you need to buy each batch separately Once they are paid for they and their associated internal extensions can be assigned using the PSTN numbers and Extensions Hunt Groups Aliases Queues links in the control panel as
41. you will naturally want to test it In this section we list the most common problems if you find something not covered here email support gradwell net for more help Most problems that people have are because they haven t mapped external numbers properly to extensions so that s always the first thing to check There is no dial tone on the handset Have you checked the cabling of the adapter or VoIP handset Is the router hub online and connected Does the adapter phone have an IP address Does it say it is registered look for the line 1 or line 2 status when you view its web admin page can t make any external calls get a good bye message Have you assigned your credit to the relevant number check the list in the Credit control panel Or have you forgotten to make it postpay check the list in the Extensions control panel and the Credit Account Balance page can t receive any calls Have you assigned the external number to an appropriate extension that is configured with a handset or call forwarding or to a voice menu Is the device registered with gradwell can t make any internal calls Are the extensions set up on an adapter VoIP handset or softphone or forwarded to a number The sound quality is terrible If you are on dial up you must use the right codec to compress the voice data G729a or GSM are suitable Selectable in the adapter phone setup There is silence when someone calls me I
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