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Switchvox Administrator Manual

1. 0 0c eee eee eee 89 In Queue Call Routing Settings ooooooo 91 Agent Log In Extensions cios id ld a 93 Agent Log Out Extensions oues sow Ge Ru oe v tee udo e eg 94 Modifying one Extension cet ueteres ep eee 95 Deleting one Extension 260 024 rr e eR Re eR 95 Creating amp Updating Multiple Extensi0nS oooooooooo 95 Bulk Import Extensions Settings llli eee ee eee 96 Bulk Import Extensions Evaluati0N o o ooooooooo 98 Digium Inc Switchvox Extension Templates cs ate IL das Soo e tioned 99 Creating an Extension Template 0000 eee eae 99 Deleting an Extension Template 0 00 c ee eee eee 99 Modifying an Extension Template ooooooooooomooo 99 Extension Selingas o OG e e ae Bhs Cue it rs 100 Extension GEOUDS acia cere quxed edunt seda rad nd Ted 101 Creating a New Extension Group 0 0000 cece ee eee 101 Modifying an Extension Group 0 00 0 e eee eee 102 Deleting an Extension Group 002000 eese 102 Extension Permissions rac em wax eae ek ARE XR RR 102 PBX Features nie ee ha t a x a ans 105 MUSIC OD ON sto ues mule Durex Rut addis doe E Oe teu da 105 Managing Music On Hold estet e ae c tee tea Res n 105 Addirig a GEOUD Sese ie np Mer ECOSSE ENDE 105 Modifying a Group sir ex Sat UE PS Ond 106 Deleting a TODO Pere deua ttr eh REN bud ema 106 Uploading a SON 4 omes cp vEL
2. Main IVR 800 IVR Menu Name Extension ES IVR Tree IVR Menu Details EE H Main IVR VU Play Sound VU Play Sound VU Play Sound f VU Play Sound ul Play Sound VU Play Sound 8 Listen for options au C Start at Main au 1 Dial Directory a C 2 2 Play Service Announcement au C3 Customer Service Action Type Time Based Clause Conditional Clause If current time is in time range Hours Go To IVR Menu Play Business Hours IVR Menu Entry Point Always Context Beginning Modify This Action Delete This Ac Digium Inc 128 Switchvox The Admin Suite PBX Features Option Start at Main This shows the details for option which goes to the IVR Start at Main Start at Main takes the caller back to Main IVR at the entry point of the Play Sound action that plays the sound Dial Extension This lets the caller hear all of the menu options again without listening to the greeting each time Select Starting IVR Menu Main IVR 800 KA IVR Menu Name Extension I R Tree I R Menu Details main vr f T LI Play Sound 1 9 Time Based Clause 2 LI Play Sound LJ Play Sound LU Play Sound Play Sound Play Sound F Qa Listen for options D1 Dial LT A C2 2 Play Service Announcement R o A A A C3 Customer Service IVR Menu Name St
3. Beep after an assisted transfer Check this box if you want to play a beep sound when an assisted transfer is done For example Jill puts Jack on hold then calls Jane and asks her if she can speak with Jack Jane agrees and Jill transfers Jack to Jane When the transfer is complete the beep is played Jill is off the call and Jack and Jane are on the call and can begin talking When the settings are correct click Save Extension Settings Digium Inc 100 Switchvox Extension Creating a New Extension Group Extensions Extension Groups Group Name Manage Group Members Voicemail Fax Mailbox Quota MB what does this mean Modify Group The Admin Suite Extensions Groups Extension Groups let you group extensions together so that you can apply changes and features to many extensions at a time This feature is only available in Switchvox SMB Click Create a New Extension Group to add a new extension group PBX Features System Setup Diagnostics TemporaryEmployees All Available Accounts Group Members 101 Justine Kilean 102 Jane Doeson 103 John Smith 104 Gilbert Brown 105 Agner Witt 106 Spencer Flemming 107 Newton Degenhardt 108 webster Savage 103 Posey Podolsky 110 Ortiz Schuster 111 Harvey Culver 112 webb Sanderson 113 Morris Madsen 114 Moon Bradley 115 Murphy McCaig 117 Kruse Lesher 119 Windham Stephens 120 Vance Davenport 115 Conway M
4. Click on Save Ruleset Settings to create the new rule set and add its rules 1 Select the type of rule to add from the dropdown 2 Click Add Rule 3 Specify whether the rule applies to direct calls queue calls or all calls 4 Depending on the type of rule you are adding enter the appropriate extensions or phone numbers 5 If you are adding a Secret Code rule enter 1 to 10 digits 6 If you are creating an Unanswered rule specify the number of time to ring your phone before following this rule Managing Call Rule Sets If you have multiple Rule Sets you can drag and drop them to prioritize them appropriately or you can delete them and replace them with new rules Your rules need to be put in order because they are executed from top to bottom You can have different rule sets for different times and activate or deactivate them as you see fit In order to activate a rule set click on the Activate button to the right of the rule and fill in the time you want the rule to occur The active rule set will be highlighted yellow and will display how long it will be active on the right side This process is the same for Unanswered or Busy Call Rule Sets Digium Inc 186 Switchvox EB Rule Set Rules The User Suite Settings Send To Voicemail v BE Move Call Rules i L Cascade direct calls v to 916195551234 after Immediately v Attempt to preserve caller id 2 Send direct calls Y to voicemai
5. Dial Tone Extensions A Dial Tone extension plays a dial tone when it is called This option is mostly for creating advanced IVRs Dial Tone Extension Enter a unique number for this extension For information about the extension number length see Extension Settings Feature Code Extensions A Feature Code extension lets you perform a certain operation Go To Voicemail Directly dials another extension s voicemail For example if you define 56 as the Go To Voicemail feature code to transfer a caller to extension 202 s voicemail simply transfer them to 56202 Digium Inc 81 Switchvox The Admin Suite Extensions Directed Pickup Answers a call that is ringing a different extension For example if you define 39 as the Directed Pickup feature code dialing 39202 will pick up a call ringing 202 s extension Define which extensions or extension groups can use this feature and define which extensions can be picked by those authorized extensions More about directed pickup Feature Code Extension 44 2 digits in length that can use directed pickup Which calls can they pickup Est T Account Name Justine Kilean Justine Kilean Jane Doeson John Smith Gilbert Brown Agner Witt Spencer Flemming Jane Doeson John Smith Gilbert Brown Agner Witt Spencer Flemming Newton Degenhardt Newton Degenhardt Webster Savage Posey Podolsky Ortiz Schuster Create Directed Pickup Group Ortiz Schuster
6. Enter your contact information and Registration Code The contact information you provide is useful if you need to call on our technical support services Your 16 character Registration Code is located on the Switchvox CD ROM case Be sure to enter it exactly as shown including capitalization Click Submit to register Switchvox with Digium s registration management system Extensions Product Registration PBX Features System Setup Diagnostics Use the form below to register your PBX Company Name Phone Number Address Line 1 Address Line 2 City State Please select a country first Zip Code Digium Inc 21 Switchvox The Admin Suite Getting Started Updating Switchvox Before you start using Switchvox to make and receive calls be sure that you are running the newest version of the software Select Machine Admin gt Updates If the Updates page says that no updates are available for your system then you already have the newest version of the software If there is an update listed on this page click Apply This Update The update is applied and the system is restarted You can learn more about this update by clicking more info IMPORTANT Applying an update means that the server is restarted which drops all current calls and logs all agents out of queues Extensions PBX Features System Setup Diagnostics Updates what is this for Current Version 13810 Release Notes Max
7. When your phones and extensions are ready pick up one of the handsets and dial 800 which rings a sample Interactive Voice Response IVR menu The call should connect and you should hear a recorded voice say congratulations Switchvox has been configured properly Digium Inc 23 Switchvox The Admin Suite Getting Started About Faxing Switchvox lets you send and receive faxes You can send a fax from your fax machine or send a file from your computer to a fax machine Incoming faxes are sent to a Switchvox extension and can be found in that extension s Mailbox IMPORTANT We strongly recommend handling faxes over an analog or PRI channel or over a SIP provider using T 38 If this is not possible then you should set up dedicated extensions for incoming and outgoing faxes If you do not use analog PRL or T 38 over a SIP provider incoming fax detection and fax quality could be less than optimal To enable faxing capabilities you must first install your Fax license and the related Fax software go to Machine Admin Digium Addon Products This feature is only available in Switchvox SMB Incoming Faxes You can enter a Default Fax extension for each Channel Group or SIP Provider When a fax comes in the fax is routed to this extension You can set up an Incoming Call Route so that one phone number DID can handle someone s voice calls and faxes This sends incoming faxes to the extension s Fax folder and incoming
8. Basic Server Functions The Admin Suite Getting Started If you use DHCP your router needs to know the MAC address of the active network card in the Switchvox server This MAC address is displayed on the Switchvox server screen as a series of six number or letter combinations separated by colons e g 00 11 11 AF 2A EA On your router follow the instructions for entering this MAC address On the Switchvox server make sure that DHCP is highlighted and press enter on your keyboard Once you have selected DHCP an X should appear inside a parenthesis Press enter again to accept the selection The next screen displays your choice Press enter if it is correct and the system reboots Each time Switchvox is rebooted it gets the IP address Once you have configured your network and rebooted the system a message is displayed with the message Your PBX is Online and the URL for the Switchvox Admin Tool Suite the Admin Suite You can go to any computer on your network open a Web browser and go to this URL Most of the administrative tasks in Switchvox are done using the Admin Suite Once you see the message Your PBX is Online you can move to a Web browser to administer Switchvox However there are several functions that can or must be done at the Switchvox server 1 Uo Configure Network settings This function lets you change your network settings These are the same options that you used when you first set
9. Call Recording Viewing amp Playing Recorded Calls This lets you set up rules for recording calls Any calls that match these rules are recorded and listed on this page You can view listen to and download recorded calls There is one default call recording rule that Switchvox automatically follows called user initiated recordings When a user records a call his own call or another person s those recordings are included here These are the same recordings that the user has in his Mailbox so if you or the user deletes one of these recordings it is no longer available in either area However if the user forwarded the recording to another Switchvox user that version is unchanged Users can record calls using the Switchboard if he or she has permission This feature is only available in Switchvox SMB The Recorded Calls list shows the information for each call and lets you play the call When you click Play you can choose to play the call with your audio player or download the file these options may depend on your Web browser s settings Filter Options To view and listen to a specific set of calls click on the Click to show filter options link The Apply Filter dropdown lets you filter the recordings list Date Enter the surrounding dates of the time period that you would like to hear the recorded calls from Recording Tag Simply choose the recording tag of the recorded calls that you would like to hear from the
10. Gate Variable Name Enter a unique name for this gatekeeper Digium Inc 114 Switchvox The Admin Suite PBX Features Conditional Clause This action is a conditional statement used to send callers to another IVR menu if the statement is true A Conditional Clause action has three parts the variable to evaluate the criteria to use and a value to compare against If your variable contains text you can only use the criteria Equals or Does Not Equal The other criteria are only for use with a variable that contains numbers Also the text you enter is case sensitive so RINGING does not equal ringing If your variable contains numbers you can use any of the criteria This feature is only available in Switchvox SMB If Select the variable to evaluate the criteria to use and a value to compare against Then Go To IVR Menu Select the IVR menu the caller should be sent to if the above statement is true At Entry Point Select an action that is in the above IVR menu You do not have to start at the beginning of the IVR Time Based Clause This action checks the current date day and time and matches it against the Time Frame If the current time is within the Time Frame then the caller is sent to another IVR See Time Frames for instructions on creating and modifying Time Frames For example if the current time is within your Time Frame Outside Business Hours you can send callers to the IVR that plays a soun
11. Also if you want all calls from your phone service provider to go to your main IVR you can set that provider s Callback Extension to the extension of your main IVR To add an action to an IVR click Modify Actions in IVR Menu Details This displays the Current Actions page Click Add New Action Select an action from the dropdown When you make a selection the Action Description section shows a short description of the selected action When you have selected an action then click Next There are many actions that can be added to an IVR Menu Most actions have a configuration page where you can specify the details of the action then save your changes Interruptible Actions As you build your IVRs you ll notice that some IVR actions can be interrupted if the caller presses a key on his or her keypad This can offer a better caller experience but you must plan for it carefully because it has repercussions throughout your IVRs If you want to allow interruptions be careful with how the actions are ordered in your IVR and where the interruptions are allowed Here are the rules that Switchvox follows for interruptions in IVRs 1 If an action is not interruptible all keys pressed before or during that action are dropped If the caller pressed keys during previous interruptible actions those keys are lost 2 If an action is interruptible the caller can press any key to interrupt and the IVR remembers that one key W If multi
12. Extensions Extensions 101 Justine Kilean 103 John Smith 105 Agner Witt 107 Newton Degenhardt 108 Webster Savage 109 Posey Podolsky Create Extension Digium Inc 82 Switchvox Extensions Manage Extensions The Admin Suite Extensions Call Monitor Silently listens in on another extension s current call For example if you define 02 as the Call Monitor feature code dialing 92202 will listen in on 202 s call without either party knowing Define which extensions or extension groups can use this feature and define which extensions can be monitored by the authorized extensions PBX Features System Setup Diagnostics This feature code will allow an extension to silently listen in on another extension s current ca 2 More about call monitoring Feature Code Extension 2 digits in length CT that can monitor Which they can monitor Justine Kilean Jane Doeson John Smith Gilbert Brown Agner Witt Spencer Flemming Newton Degenhardt Webster Savage Posey Podolsky Ortiz Schuster Create Monitor Group Group Name YT Members Default Group yEmplo Extensions 101 Justine Kilean Groups TemporaryEmployees Create Extension Personal Intercom Directly dials another extension s intercom For example if you define 55 as the intercom feature code and you dial 55202 you will now be talking over the speaker on extension 202 s phone Note This feature r
13. It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Local Station ID Text string that identifies the sender identification to the remote side of the fax transmission Default is to leave blank Disable Error Correction Mode ECM for G711 fax sessions Disable error correction mode ECM The default is to leave this feature enabled Minimum transfer rate for fax transmission Minimum transfer rate used during fax rate negotiation The default minimum transfer rate is 2400 Maximum transfer rate for fax transmission Maximum transfer rate used during fax rate negotiation The default maximum transfer rate is 14400 Number of redundant signal packets for T38 fax sessions T38 Error Correction Code ECC Signal Redundancy This option specifies the number of redundant signal packets contained in a T38 signal frame The default value is 3 Number of redundant image packets for T38 fax sessions T38 Error Correction Code ECC Data Redundancy This option specifies the number of redundant image packets contained in a T38 image frame The default value is 1 Number of maximum expected T38 packet delay Maximum expected T38 packet delay in milliseconds The result of this specification is all T38 packets are padded to prepare the fax stack for the specified delay As long as the packet delay is less than or equal to the specified value the fax stac
14. The Hardware Setup tools let you scan for and configure new telephony hardware in the Switchvox server You can also manage and delete hardware devices Hardware Devices Each device connected to the Switchvox server is listed under Hardware Devices Hardware Setup Manage any hardware devices associated with this PBX T1 E1 FXO FXS cards 2 Troubleshooting Hardware Setup Hardware Devices Lto2 ofe Card Type Device Type Device Name Spans Total Chnls Modify Device Y TDMS800P wctdm24xxp Wildcard TDM800P Board 1 0 8 TE2XXP t2xxp T2XXP PCI Card 0 Span 1 2 48 To configure a device click Configure for that device To delete a device click Delete for that device then verify that you do indeed want to delete it Devices are listed with Card Type Device Type Device Name Spans the logical groupings of channels and Total Channels If you have added new hardware Switchvox detects it when you start the server If you have deleted a device and want Switchvox to detect it again click Scan for New Devices Switchvox detects the telephony hardware and includes it in the Hardware Devices list Hardware Cou ntry If you need to change the country that your Switchvox server is located in select it Settings from the dropdown then click Set Country This setting also sets the call progress tone scheme which determines the tones that are sent to your callers Digium Inc 26 Switchvox Echo Reduction Troubleshooting Channe
15. O monthly O thursday DO Friday O saturday O Yearly On each scheduled occurence the start date of the report should be O from the beginning of the date time minus hew wj hou s O frmthedae M rom dd yyyy H Report Parameters O Ignore Weekends in my report Report Breakdown Total Cumulative v Overview Phones Call Queues Providers Digium Inc 162 Switchvox The Admin Suite Diagnostics Hardware Monitor This offers information about the health of the Switchvox server As long as the Current Status for each item is Good the hardware is fine Extensions PBX Features System Setup Diagnostics Hardware Monitor memory Current Status Good Current Status Value mem used 9672 swap used 29 Last Updated 03 17 2009 4 50 07 PM Threshold maximum percentage of swap memory used 30 disk Current Status Good Current Status Value Disk Total 8 4G Used 6 3G 79 Available 1 8G Last Updated 03 17 2009 4 50 07 PM Threshold maximum percentage of disk used 80 load Current Status Good Current Status Value Load Average is 0 36 Last Updated 03 17 2009 4 50 07 PM Threshold maximum load average 5 Show Advanced Hardware Information If a field is over threshold it needs immediate attention The following are some suggestions for handling a problem memory If memory is over threshold one option is to turn the system off wait a few moments and then turn it back
16. Play Ringing in Queue Let the caller hear the call ringing the queue member s phones Play Music on Hold in Queue Play Music on Hold and optionally play announcements If you select Play Ringing In Queue then the rest of the settings here are unavailable If you select Play Music on Hold In Queue then you can use the rest of the settings here to customize the caller s experience Digium Inc 89 Switchvox Caller Experience Settings O Play Ringing In Queue O play Music on Hold In Queue Announce Position in Queue More Info Announce Estimated Hold Time in Position Announcements More Info Announcement Frequency Seconds between announcements Manage Announcements More About Announcements Language Announcement Sound File Description Announcement Sound File Description Announcement Sound File Description Announcement Sound File Description Announcement Sound File Description Announcement Sound File Description Digium Inc The Admin Suite Extensions Use Call Language Y You are next You Are Next Your call is now first in line and will be answer next available representative Caller Number X o o c o t e o E c 3 A c w o baa e lt e t gt g e uu 2 5 o aq Calls waiting Calls Waiting Waiting to speak to a representative Hold time Hold Time The estimated hold time is current
17. The Admin Suite System Setup To reduce the echo on your analog lines click Run Echo Reduction Tool Switchvox runs a series of tests then the analog lines are automatically calibrated to the results Click Remove Echo Reduction Settings to revert the settings back to their default values We recommend running the Echo Reduction Tool if you move lines to other ports or add new lines Running this tool causes your system to go offline for approximately two minutes per analog line Any current phone calls are dropped and any agents logged in to call queues are logged out If Switchvox is not detecting hardware please be sure that all cards are installed properly and that the device you are using is supported Admin The Channel Admin tools let you manage hardware device channels to enable multiple signaling methods and configure callback extensions Channel Admin displays all the channels available in your system and lets you group channels together by signaling type You can also modify or delete existing groups Extensions PBX Features System Setup Diagnostics Channel Admin Create New Channel Group View Channel Groups v Channel Groups itoi ofi Group Name Y Channels Signaling Method Callback Extension Modify Delete 1 PRI Lines T PRI T1 Ei B Bearer Channel 800 Modify To create a channel group click Create New Channel Group This displays the Channel Group Configuration page Enter a name for the chan
18. The fax is stored in designated extension 2j More about the fax feature code Feature Code Extension 2 digits in length O Required extension password Create Extension For example you have a Fax Feature Code extension of 33 You want to send a fax as if it were from extension 200 which has a voicemail password of 111 You must dial 9 for an outgoing line and you are sending the fax to 1 888 555 1212 You would dial the following from your fax machine 33 200 111 918885551212 If the password is not required just leave it out 33 200 918885551212 In both cases the fax is sent to the number 1 888 555 1212 and is stored in the Sent Faxes of extension 200 Call Queue Extensions A Call Queue extension lets your route calls to a group of extensions so that any one of them can pick up the calls For example a sales queue might be a group of extensions that includes all of the sales people When a caller wants to speak with a sales person he reaches the queue and the queue rings the queue members as specified That means the caller is connected to a sales person as efficiently as possible Call Queue Setup The Setup settings determine the basic information about this queue Queue Extension Enter a unique number for this extension For information about the extension number length see Extension Settings Queue Name Enter the name of the queue e g Sales or Customer Service Digium Inc 85 Switchvox The
19. a 00 04 13 29 3b f7 03 18 09 2 27 PM 10 10 3 145 Snom Ne O 00 04 13 40 07 28 03 18 09 2 24 PM 10 10 3 198 Snom Nc ivi 00 04 f2 02 1a 5e 03 18 09 3 09 PM 10 10 3 221 Polycorn Ne 1 Check the box next to each phone you want to configure and then click Confirm Checked Phones Switchvox sends firmware and configuration files to the phone then a command to reboot IMPORTANT If you do not want to configure a phone do not check its box That ensures that the phone does not receive Switchvox configuration files In Digium Inc 30 Switchvox The Admin Suite System Setup particular if you have more than one PBX on your local network make sure that you do not confirm phones that are set up on another PBX This overwrites the configuration of these phones and they will no longer connect properly to the other PBX Phones 2 Be sure that each phone has finished rebooting This can take as much as 10 min utes and it is important that it is finished before you move on to the next step If the date and time are shown on the phone s display that indicates that it has fin ished rebooting Once your phone has finished rebooting and is back online it is in the Unconfig ured Phones list Now it needs to be assigned an extension Unconfigured Unconfigured phones are the phones that are registered with Switchvox and can Phones receive configuration files but these phones do not yet have an assigned extension Unknown Phones P Unconfigur
20. or the Switchboard offers a Chat panel The main page of the Chat Panel offers a list of people you can double click to start a chat You may want to set up a DNS entry with a hostname for your Switchvox Jabber server You can set the Jabber hostname in the Network Settings Machine Admin gt Network Settings If you are using peered Switchvoxes you can also set the peer s Jabber hostname in its VOIP Provider information This feature is only available in Switchvox SMB About Video Calling Video calling is available over a SIP provider For call quality we recommend using the same kind of phone on both ends of the call If you are using softphones software for making telephone calls over the Internet we recommend using the same software on both ends Also make sure that you have the installed the latest updates for your phone IMPORTANT Video calling is not available over IAX It is available over peered Switchvox servers but all servers must be running Switchvox SMB 4 0 or later If there is a point in the call where IAX or an older version of the Switchvox software is involved the video portion of the call will be dropped and only audio will be available This feature is only available in Switchvox SMB Digium Inc 25 Switchvox The Admin Suite System Setup System Setup The System Setup tools let you configure hardware channels network and other settings that form the foundation of Switchvox Hardware Setup
21. s Presence and whether or not he or she is on the phone Also includes a dropdown that lets you open a chat call additional numbers or Intercom the person Extended Shows the Normal features plus the caller ID name and number of the user s active calls It also includes options to monitor record whisper barge into or pick up the user s calls Digium Inc 190 Switchvox The User Suite Settings Settings Voicemail Fax Call History Phonebooks Add Phonebook Entries 2 Entry Type System Extension v Phonebook Default w Extension s Ea Permission Type 2 9 Normal Extended Add to Phonebook gt Phone Provisioning Options 2 Default New Phonebook Your Default Phonebook 1to 12 of 12 8S Move Number Name Type Additional Numbers Jane Doeson SIP Extension John Smith SIP Extension Gilbert Brown SIP Extension Spencer Flemming SIP Extension Posey Podolsky SIP Extension 110 Ortiz Schuster SIP Extension 12 113 Morris Madsen SIP Extension Moon Bradley SIP Extension Windham Stephens SIP Extension Entries 21 te 611 Customer Service Call Queue Technical Support Call Queue Voicemail Voicemail Only phone type extensions can be Extended Permission entries If you try to add any other type of extension e g a Call Queue it is added as a Normal entry You can change an entry s permission type at any time If you cannot see or use an op
22. upload new songs manage the y More about Music On Hold Go Add Ni T En Favorites Y All Sonas All Groups All Codecs Group Listings Favorites Group View Music default Group 1to 4 of 4 r3 File Name Group Name Play Order Date Created Play O Mozart Einekleinenachtmusik ogg default 1 12 11 08 3 29 PM O Sarasate Mavarra ogg default 2 12 11 08 3 29 PM O Tchaikovsky Nocturn ogg default 3 12 11 08 3 29 PM O Mozart Rondo ogg default 4 12 11 08 3 29 PM Play Order Select Chosen Order which plays in the order displayed in the list or Random which randomly plays all the songs in the list Click Create Group to save your new group and go back to the Music on Hold page A success message indicates the group was created and the group list displays with the new group highlighted in blue Modifying a Group To modify a group select All Groups from the View dropdown then click Go This displays the list of groups Click Modify for the group you want to make changes to This displays the Music On Hold Group page Make your changes then click Modify Group to save your changes and go back to the the Music on Hold page A success message indicates that the group has been modified Deleting a Group To delete a group select All Groups from the View dropdown and click Go This displays the list of groups Click Delete for the group you want to delete Be sure that you do indeed want
23. voicemail notification messages Check the User can edit box if you want the extension owner to be able to modify this setting Numeric Password Enter a Numeric Password for this extension This extension owner uses this to log into their account in the User Tool Suite The strength of the new password is indicated as you type although in this case you may be setting a generic password for the owner to log in for the first time Re enter the password for verification Check the User can edit box if you want the extension owner to be able to modify this setting Note This password is numeric because it will be entered from the numeric keypad on a telephone Force user to update password on next login This is a security precaution It lets you create all extensions with a generic password such as the extension number which lets the extension owner easily Digium Inc 68 Switchvox The Admin Suite Extensions log in for the first time But then it forces her to create a new hopefully secure password before continuing to use the software Advanced Options It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Voicemail Fax Mailbox Quota MB Enter a number here if you want to set a disk space usage quota for this extension This is the maximum number of megabytes an extension is allowed to use for voicemail messages and faxes If y
24. Admin Suite Extensions ab Call Queue Setup Queue Extension 3 digits in length Queue Name E g Tech Support Ringing Strategy Round Robin v 2 How do these work v This extension can be dialed from an IVR Ringing Strategy Select one of the following strategies Ring All Ring all queue members simultaneously until someone answers Round Robin Take turns ringing each queue member evenly as calls come into the queue Least Recently Called Ring the queue member for whom the most time has passed since taking his last call Fewest Calls Ring queue member who has taken the fewest calls in the queue Random Randomly ring queue members In Order Ring queue members in order always starting with the first member in the list This extension can be dialed from an IVR This extension can be dialed directly from an IVR That IVR must have the Allow Extension Dialing option enabled Call Queue Member Settings The Member settings determine how the queue interacts with its members Seconds to Ring Each Member Enter the maximum number of seconds a queue member s phone can ring before the system stops ringing that member and goes to the next member of the queue There are some issues to keep in mind Ifa queue member has a call rule that answers sooner than this setting the call rule is applied For example if a queue member has a call rule that sends the call to voicemail after two rings and this se
25. Global Variable Get Global Variable This action stores the value of a Global Variable into a normal variable If you change the value of this normal variable it does not affect the original Global Variable This feature is only available in Switchvox SMB Variable to set Select a variable from the dropdown or enter a unique name for this variable Set to value of Global Variable Select the Global Variable that contains the value that you want Concatenate Variables This action concatenates multiple variables together then saves the result in a new variable This feature is only available in Switchvox SMB Variable Concatenation Enter a representation of the variable you want to create Add variables to this field using the Possible Variables options or enter text Variables must be enclosed with Variable Name for Concatenation Enter a unique name for this variable Digium Inc 119 Switchvox The Admin Suite PBX Features Send Call Values to URL This action passes call values to the URL of a processing script That script can return XML containing a set of values which Switchvox can save in variables This feature is only available in Switchvox SMB URL The URL can include IVR variables or System variables When using an IVR variable make sure that a previous action has assigned a value to that variable otherwise nothing will be inserted into the URL To add a variable to the URL select it from th
26. O If you deny access to a rule the call will not be completed and the caller will hear a message that they cannot make that call If you bypass a rule the call is passed to the next outgoing call rule if one is available Extension Groups Select the groups this extension belongs to To select multiple groups hold down the CTRL key For more information see Extension Groups IVR Interactive Voice Response Extensions You must have an IVR menu to assign to an IVR extension The IVR extension 800 is preconfigured with the IVR menu Example IVR which you can use as a basis for your custom IVRs For more information see VR Editor Fill in the following information to define your new extension Digium Inc 72 Switchvox Extensions Manage Extensions IVR Extension IVR Menu Name Which IVR should this extension play IVR Menu Entry Point The Admin Suite Extensions PBX Features System Setup Diagnostics 800 Main IVR v IVA Menu Beginning v Which action should it start playing This extension can be dialed from an IVR 2 What does this mean Modify Extension IVR Extension Enter a unique number for this extension For information about the extension number length see Extension Settings IVR Menu Name Select the IVR menu that you want use when this extension is called IVR Menu Entry Point Select the action that you want to begin using when the extension is called and t
27. Organize your voicemail as easily as you organize your email Put voicemails into folders forw and delete voicemails from the system View Folder f INBOX 2 EA Go y 5 For C Agner Witt 105 v Recordings 0 Work 0 i u Voicemail in 1 Fax 0 of 2 P Drafts 2 Original Outbox 1 Date amp 101 Sent D Doeson lt 102 gt Thu Mar 19 2009 10 10 16 AM 101 John Smith lt 103 gt Wed Mar 18 2009 2 10 16 PM You can access your Mailbox here in the User Suite or from your desktop email application See Putting the Mailbox on Your Desktop for more information about using your desktop email application This feature is only available in Switchvox SMB Voicemail Your voicemail comes into the INBOX folder Each message displays the original mailbox the message was left in the message might have been forwarded to you by a co worker the caller ID of the caller if it was available the date and time the message was left and the duration of the message To play or download a message click its Play button This marks the message as Read it is no longer shown as bold and the message waiting indicator light on your phone would go off if this was your only unread message To delete messages or mark them as read or unread check the box for each message that you want to affect Then click the appropriate icon at the top of the list If you Digium Inc 197 Switchvox Faxes The User Suite
28. Panels Google Maps Panel Custom Panels Chat Panel offers a list of people you can double click to start a chat Or enter a Jabber ID and click Start Chat You must have permission to use this Each Call Queue panel in your Switchboard contains views into that queue s activity and statistics for the day For queue members you can log into or out of each queue with one click Or you can pause your status and add a comment letting your co workers know why you re unavailable and when you ll be back You must have permission to use this These time saving panels integrate with your CRM application When a call rings your phone all of the information for this customer is displayed immediately before you even answer the phone You must have permission to use this The Google Maps panel shows you where your caller is on a map based on area code and prefix A popup window lets you scroll through previous callers locations You must have permission to use this Your Switchvox administrator may have set up custom panels that integrate with Web applications Ask your administrator for more information Digium Inc 224 Switchvox The User Suite The Switchboard Customer Service 611 Todays Call Queue Information x Members Callers Queue Members 1 Justine Kilean lt 101 gt Queue Callers Caller ID Wait Time 1 Bunches of Flowers 8585373333 1 mins 33 secs Popup URLs Your Swit
29. Phone v Go 2 ETE Sound packs are pre configured packages that you can add to Switchvox and use in place of the pre installed default English sound pack Only officially certified sound packs can be installed on Switchvox Sounds are organized in folders Switchvox comes preconfigured with several folders which cannot be deleted Typically the folder name indicates the type of sounds it contains Any new folders should be named accordingly Adding a New Folder To create a new folder select Folder from the Add New dropdown then click Go Enter a unique name and a description for this folder then click Create Sound Folder This displays the Sound Manager main page with a message that a new folder has been created and the new folder is included in the folders list Modifying a Folder To modify a folder click its Modify button Make your changes then click Modify Sound Folder The Sound Manager main page is displayed with a message that the folder has been modified Digium Inc 141 Switchvox Managing Languages The Admin Suite PBX Features Deleting a Folder To delete a folder select its Delete button Be sure that you do indeed want to delete this folder and all of the sounds in it then click Yes Delete Folder The folder and all sounds in it are permanently removed and the Sound Manager page is displayed with a message that the folder has been deleted Switchvox supports multiple languages Each sound in t
30. Ra Pd E Aes de 188 Creating a New Time Frame 0002 eee eee 188 Editing a Time Frame x iaceo a te daca dae 189 Deleting a Time Frames ose pr chon etes e PUR n EN ERN AO eh eed 190 PhionebooKS c ora sae ae PR Howe A EC ed eR TE ca ct 190 Adding Phonebook Entries usd re RE ADAE RC BOUM RS 190 System Extension Entries 0 00 00 0 eee eee 190 External Number Entries 200 0c eee ee eee 192 Status Indicator Entries i seek neds heen bee ERE E 192 Managing PhonebookS v1 oe pes RE DC get aos E 192 Additional Numbers oed naL ee adas a ee ie d 193 MY PrOMS 2d repo a eat aa ata aa dia vd 193 A A NUES eee 5 194 General Settings vs idad arse stacy deere be Gabe ads da 194 Admin SOUS sess e t D ek Ok a EI Sa ae d 196 Voicemail Fax e ie i abt Sk Ay Rs a Be xU 197 Malba Sec ik BS oR REA SOR E EROS ORT ore 197 Volcermalli 5 pe etae et erred ea ete Medii aay ku a TIE DERE 197 Digium Inc Switchvox Faxes rta De AA is detis utr eb MR DA o SRD dete A 198 Putting the Mailbox on Your Deskt0pP ooooooccccococo 199 Sample IMAP Setup cert tee aha a ROS Iq 0 e Me de 199 Subscribing to Folder Sa cu deaf te Bd a oen dd aO ee era aea ho n 202 Voicemail Options n poe sos exustus Qu aie alan a Ru ARR 203 Managing Greetings eas a a e dt ba eor s vn UD Oe NUR aca 203 Setting Notifications uasa so gece nia E x Ronan ER AT Meats Rex ws 205 Managing Notification TemplateS o o o o ooooooooooo 20
31. Seconds to Wait Between Members Enter the maximum number of seconds a queue member s phone can ring before the system goes on to ring the next member of the queue Seconds for Wrap Up Enter the minimum amount of time in seconds after disconnecting a call before the agent can receive a new call from the queue For example if this is set to 10 an agent s phone will not ring again for at least 10 seconds after completing a call Pickup Announcement Select a language and a sound file to play when a queue member answers a queue call After this sound is played the queue member is connected to the caller This sound lets the queue member know that the call is from a queue and which queue This is especially useful for people who answer for multiple queues To use the language that has been set for this current call select Use call language If you are only using one language in Switchvox use this setting To use a specific language for the pickup announcement for this queue select that language The sound file dropdown automatically lists all of the sound files in the Sound Manager s Call Queue folder For more information see Sound Manager Acknowledge Call Select Yes to require members to press the 1 key to accept the call If the member hangs up then the call goes to the next appropriate queue member This feature is only available in Switchvox SMB Number of Missed Calls Before Auto Log Out This setting controls when members
32. Suite or click Output to xls file to download an xls file By default a list of all incoming and outgoing calls is displayed The list includes the call date who the call was from and to the type of call incoming or outgoing the call time and the talk time If you are viewing the log in the User Suite you can mouse over the Call Details to see more details about the call Settings Voicemail Fax Call History Call Log Use this form to view the call history of this extension for a range of dates From Date 03 17 2009 m To Date 03 18 2009 e mmidd yyyy mmiddiyyyy View Report Ouput to xls file Calllog 1to6 of6 Call Date A Call From Call To Call Type Call Time 03 18 09 3 28 19 PM Justine Kilean lt 101 gt Gilbert Brown lt 104 gt outgoing 39s 03 18 09 3 22 30 PM John Smith lt 103 gt Justine Kilean lt 101 gt outgoing 4s 03 18 09 2 10 15 PM John Smith lt 103 gt Justine Kilean lt 101 gt outgoing 53s 03 18 09 2 09 05 PM John Smith lt 103 gt Justine Kilean lt 101 gt outgoing im Os 03 18 09 2 08 00 PM John Smith 103 Justine Kilean lt 101 gt outgoing 14s 03 18 09 1 18 25 PM Jane Doeson lt 102 gt Justine Kilean lt 101 gt outgoing 10s Digium Inc 218 Switchvox Call Reporting This lets you generate a report about call activity Call reports are generated for the date range and criteria that you specify and include the information that you specify In the Report fields section you select one or mor
33. Time Frame Outside Business Hours 1 1 Cascade direct calls to 916195551234 immediately and attempt to preserve caller id 2 Send direct calls to voicemail after 4 rings Busy Call Rule Sets Add New Busy Rule Set OR v Use my unanswered call rule sets You currently do not have any rule sets defined in this section EJ Call Blocking Add Call Block Rule Move Unanswered Call Rule Sets f Block Phone Number v wv 818585551234 And Then Send to Voicemail v when time is Messages Prompts Secret Code Please enter your password followed by the pound key Secret Code Password incorrect Please enter your password followed by the pound E key Digium Inc 185 Switchvox The User Suite Settings Creating a New Call Rule Set To create a new Call Rule Set under Unanswered or Busy click the appropriate New Rule Set button To create a new Busy Call Rule Set you must first un check the box Use my unanswered call rule sets That makes the Add New Busy Rule Set button active it turns blue so you can click it and create a new rule set The settings are as follows Rule Set Name Enter a unique name for this rule set Rule Set Time Frame Select a time frame from the dropdown Switchvox evaluates the current date and time against this time frame and if they match then the rule is followed If they do not match Switchvox moves on to the next rule See Time Frames for more information
34. User Suite Settings Time Frames Switchvox can operate differently based on the date day and time You can set up your Call Rules to check for a Time Frame and then act accordingly Your Switchvox administrator maintains a set of default time frames that you can use or you can create edit and delete your own time frames A time frame is considered valid when the current date and time match any one of a time frame s rules Not all of the rules have to match Settings Voicemail Fax Call History Time Frames Create A New Time Frame 2 What are Time Frames for Time Frame Name Create New Modify Your Time Frames WeeklyMeeting Edit view Default Time Frames 2 What are default Time Frames During Business Hours Outside Business Hours Weekends Only Creating a New To create a new time frame enter a unique name and click Create New Time Frame Enter any appropriate Start and End Dates Start and End Days and Start and End times then click Add Continue adding rules until you have completed the Time Frame definition The following are some sample time frame definitions Mondays 12 01AM to 12 00PM and Wednesdays 12 01AM to 12 00PM Start Date End Date Start Day End Day Start Time End Time Monday Monday z Wednesday Wednesday Digium Inc 188 Switchvox The User Suite Settings Early Morning Start Date End Date Start Day End Day Start Time End Time s z 3 00 AM 6 00 AM The First
35. Week in July 2009 Start Date End Date Start Day End Day Start Time End Time 07 01 2009 07 07 2009 E E After January 21 2009 Table 1 Start Date End Date Start Day End Day Start Time End Time 01 21 2009 a E Weekdays in February 2009 between 6 00 and 7 00 in the morning Start Date End Date Start Day End Day Start Time End Time 02 01 2009 02 28 2009 Monday Friday 6 00 AM 7 00 AM Editing a Time To change one of your own time frames click its Edit button This displays the Frame Manage This Time Frame page Create a new rule or multiple rules and delete any rules that you do not want to include in this time frame You cannot edit a rule Settings Voicemail Fax Call History Time Frames Q Back to Time Frames A time frame is considered valid when it matches any of the time ranges It does not have to Manage this Time Frame 2 How does this work Start Date End Date Start Day End Day Start Time End Monday Monday 9 00 am 10 L Jmi JA y vi Ilam L Midnight 12 00 AM Noon 12 00 PM Digium Inc 189 Switchvox Deleting a Time Frame The User Suite Settings To delete one of your own time frames click its Delete button Be sure that you do indeed want to delete this time frame then click Yes Delete Time Frame The Time Frames main page is deleted with a message that the time frame was deleted Before you delete a Time Frame be sure you do not have any Call Rules that depend on i
36. a codec select All Codecs from the View dropdown then click Go All of the available codecs are displayed Click Delete for the codec that you want to delete Be sure that you do indeed want to delete the codec then click Yes Delete Codec The MOH Main page is displayed with a message indicating that the codec was deleted Note You cannot delete the default ogg codec tor Interactive Voice Response or IVR is an automated menu system also known as an auto attendant that you can program to greet and interact with your callers An IVR can provide information to the caller collect information from the caller and send the caller to the right extension The IVR Editor has these sections Select Starting IVR Menu Select an existing VR menu or Create New IVR Menu IVR Tree This displays an overview of the selected menu in tree form The Actions for the IVR are listed at the top with various icons to indicate what sort of action is taking place The last action in the list is always Listen for options which cannot be modified or deleted That is the action that handles the IVR s Options The Options that a caller can choose are listed at the bottom with the folder icon Options are really just an entry point into another IVR so if you click the plus next to an Option folder it expands and displays the actions in that IVR menu Click on any action to see the details of that action in the IVR Menu Details section Click on any
37. after setting Switchvox immediately deletes any older recordings to ensure that there are no more than that number of files on disk What do you want to label these call recordings Enter a unique name for this scheduled call recording rule To delete call recordings check the box for each one that you want to delete then click Delete Checked at the top of the list Be sure that you do indeed want to delete the recordings then click Yes Delete If you are deleting user initiated recordings the recordings are deleted from the user s Mailbox Digium Inc 147 Switchvox The Admin Suite PBX Features Extensions PBX Features System Setup Diagnostics Call Recording Schedule a Recording Job Whose calls would you like to record Phone Extensions vw Phone Accounts Current Members 1020 Jane Doeson 4 1001 Justine Kilean 1030 John Smith 3 1040 Shipping 1050 Accounting 1080 Spencer Flemming 1081 Newton Degenhardt 1082 Webster Savage 1083 Posey Podolsky 1084 Ortiz Schuster 1085 Harvey Culver What type of calls would you like to record v All Outgoing Calls v Incoming Direct Calls v Incoming Queue Calls How many calls would you like to record O The next 10 calls OR O until the date time 03 17 2009 3 01 PM ES How long do you want to keep the recordings amp Warning Changing this may result in the deletion of previously recorded calls Tell Me Kee
38. and the new sound is included in the list of sounds To play or modify a sound click its Modify Play button This displays the Update a Sound page This page shows the sound the available languages and the sound s status name sound pack description and actions allowed Play Plays the sound on your computer You must have a sound player application installed to hear the sound For sounds in the gsm format Quicktime by Apple is a good player Play To Phone Displays the Play To Phone dialog box Enter the extension to ring then click Go This rings the extension then plays the message when you pick up the phone Modify Displays the Sound Details page Make your changes then click Update Sound File The Sound Manager main page is displayed with a message indicating that the sound was modified WARNING If you are uploading or re recording the sound file the existing file is replaced You will not be able to retrieve the old version of the file Record Over Phone Displays the Sound Details page Enter the sound name and description and an extension to ring Click Record Make your recording then hang up the phone or press Upload File Displays the Sound Details page Enter the sound name and description and browse your computer to identify the sound file to upload Click Save Sound If you are uploading a file the transfer begins The system redisplays the Sound Manager main page with a message that a new sound has be
39. are automatically logged out of this queue Permanent queue members can never be logged out This feature is only available in Switchvox SMB f a member misses more calls in a row than the number in this setting he is automatically logged out of this queue Calls will not ring this member until he logs in again If you do not want members to be logged out automatically set this to 0 zero Manage Queue Members Queue Members are extensions that can log into the queue and receive calls from the queue Only phone extensions are valid queue members Permanent members are permanently logged in so they can always receive calls to the queue To add extensions to the queue select the extensions on the left then click one of the right facing arrow buttons Add Login Member blue or Add Permanent Member yellow The selected extensions are moved to the Call Queue Members box on the right To select multiple extensions hold down CTRL and then select To select multiple extensions that are all next to each other in a block hold down Shift and select the first and last extensions To remove an extension from the queue select the extension and click the left facing green arrow button The order of members in the list is important For example if Round Robin is the ring strategy it calls the member in the first position then the second and so on If Digium Inc 88 Switchvox The Admin Suite Extensions In Order is the
40. call cascading secret code access and other features of your phone system Voicemail Fax Call History Use these Voicemail Fax customize Check and manage your voicemail and fax record your voicemail to best st greeting and set up message notification you need explanati Call History these too How and when have you been using your phone See logs of all calls the help i to your extension and run usage reports little help 182 Digium Inc Switchvox Modify Settings Modify Account The User Suite Settings Settings The Settings area is where you set up your account specify how you want to handle calls manage your Phonebooks and set up your own conference room Account This section lists basic information about your account first and last name email address and password Your administrator may have given you permission to change this information If you do make changes click Modify Extension to save your changes A message is displayed to indicate that your changes were successfully saved If you are changing your password the strength of your new password is indicated as you type to help you create a good password The next time you go to the User Suite log in using your new password Voicemail Fax Call History Update account settings for extension 101 First Name Last Name Email Address Voicemail may be sent here Password To retrieve voicemail Retype Pass
41. certificates for encrypting various intranet traffic If you are unsure about HTTPS certificates it is safe to leave this section blank Additional Local Networks Use this section to list any additional networks that are not separated from Switchvox by a NATing router This option is only needed if Switchvox is behind a router that performs NAT You wish to use soft phones from outside your network There is more than one network such as a remote office VPN connected to the local net Networks can be listed in either CIDR e g 192 168 0 0 24 or netmask e g 192 168 0 0 255 255 255 notation Digium Inc 168 Switchvox Access Access Control Rules The Admin Suite Machine Admin Control This lets you allow network access to Switchvox services based on IP address and Netmask The default action is to deny access so if you don t allow a service for a network then the network is denied access to that service This feature is only available in Switchvox SMB The Local Network rule by default allows all traffic for all services The All Networks rule allows traffic for various services depending on your Switchvox configuration You can modify the services allowed for the Local Network and All Networks rules but you cannot change the name or the network Creating an Access Control Rule To create a new rule click Add an Access Control Rule Enter a unique Rule Name and the Network that the rule app
42. communicates with the phone if it is behind a router performing Network Address Translation NAT The following options are available Always Select if you are unsure if the phone is behind a router performing NAT No Select if Switchvox is behind NAT but the phone is not Never Select to prevent attempts to translate even if the handset requests it with the rport tag Route Select to send responses symmetrically but not to include the rport tag in the Via header Digium Inc 70 Switchvox The Admin Suite Extensions Enable PBX Features These settings let you specify which features the extension is allowed to use Enable PBX Features 2 See a brief description of these features v Voicemail v Block Calls v Forward Calls Web Tool Access v Voicemail Attachments Secret Code Unpark Calls v Cascade Calls v Ring all Option O voicemail Forwarding Custom Voicemail Email Switchboard Chat Voicemail Let this extension send unanswered calls to their voicemail Mailbox Web Tool Access Let this extension log into the Switchvox User Tool Suite Voicemail Attachments Let this extension attach the voicemail sound file to the voicemail notification email message Otherwise the extension owner has to use his phone or the User Suite to listen to voicemail messages Block Calls Let this extension set up Call Block Rules for blocking a call by prefix area code specific phone numbers etc Secret Code Let t
43. conference room Save Conference Settings Digium Inc 195 Switchvox Admin Settings The User Suite Settings Play Music On Hold when only 1 member is in the conference Check this box if you want this to be true This gives feedback to a caller that they are the only one in the room Conference members may press and be sent to extension Enter an extension here so that when member hit the key they are transferred to that extension Admins are special members of a conference room who have additional privileges Use the lists in this section to identify which extensions are treated as admins of your conference room and set the options for your admins Only allow conference admins to talk Check this box to make all non admin callers listen only Hang up conference when all conference admins leave Check this box to ensure that your conference room is closed down after the conference is over Users cannot talk until a conference admin is in the conference room Check this box to keep callers mute until an admin is in the room Callers can join the room but they cannot speak to each other Digium Inc 196 Switchvox The User Suite Voicemail Fax Voicemail Fax This area lets you set up your voicemail and fax options and manage incoming and outgoing voicemail and faxes Mailbox Your Mailbox lets you manage your voicemail and faxes in Switchvox Settings Voicemail Fax Call History Mailbox
44. distance numbers To bypass a rule leave both options unchecked Consult the System Setup Outgoing Calls section for more information about each outgoing rule Connection Settings The Connection settings determine how the connection is established with this provider Primary Secondary Tertiary Outbound Hosts Some IAX providers use different hosts for registration incoming and outgoing calls If your provider has multiple hosts for placing outbound calls you can use the Primary Secondary and Tertiary Outbound Host fields to specify them If these are left blank the PBX will use the host specified in the Hostname IP Address field for outgoing calls Incoming Password If this provider uses passwords for incoming call authentication and the password is different from your account password specify it here This condition is rare unless you are peering with a remote host and have explicitly configured the inbound and outbound passwords to be different Qualify Hosts Enabling this option will periodically send IAX POKE packets to the remote host and time their response This latency measurement can then be seen in the System Status page Enable Jitterbuffer Enable this option to combat network problems by inducing a small delay in call latency to make up for lost or delayed voice packets You may want to enable the jitterbuffer if you have bad network connectivity between the PBX and the IAX Provider Enable Trunking Trunking can b
45. faxes belong then click Move To Folder To forward faxes to another Switchvox user check the box for each fax that you want to forward select the extension to forward them to then click Forward To To sort by column in the message list click the column name Digium Inc 198 Switchvox Putting the Mailbox on Your Desktop The User Suite Voicemail Fax For more information about faxing see Creating amp Sending a Fax Your Switchvox Mailbox uses IMAP a protocol that lets your desktop email application access remote messages as if they were stored on your computer In this case it means that you can access your voicemail and faxes in your Switchvox Mailbox using your regular email application e g Microsoft Outlook or Mozilla Thunderbird This feature is only available in Switchvox SMB Your Switchvox Mailbox does not offer outgoing mail service so if you want to forward a message or a fax you need to use your regular email account To set up your Switchvox IMAP Mailbox in your desktop email application you ll need the following information The IP address or domain name of your Switchvox mail server This is the same IP or name that you use for the Switchvox User Suite Your email address which in this case is your extension number the sign then your IP address or domain name For example 101 192 168 0 100 or 101 pbx mybusiness com Your user name which in this case is your extension nu
46. fields Connection Settings The Connection settings determine how the connection is established with this provider SIP Port By default this is set to 5060 This port can be changed if your provider or peer requires it SIP Expiry This controls the duration in seconds between SIP registration requests sent to your provider Selecting a value other than 120 may cause problems with NAT routers Do not change this unless explicitly instructed by your provider Proxy Host If your SIP provider says you need to use a SIP proxy enter the proxy host IP here Authentication User If your SIP provider says you need a different authentication name than your account name enter that authentication name here Digium Inc 37 Switchvox The Admin Suite System Setup Always Trust this Provider Most providers require this option be set to Yes It is a little less secure because it does not require authentication on incoming calls from this provider If you want to set it to No and it does not work properly set it back to Yes Note This option lets the provider send you calls without authenticating Most SIP providers do not authenticate therefore setting this to No will likely cause problems Leave this option set to Yes unless instructed otherwise Qualify Hosts Enabling this option sends a SIP Options packet to this SIP provider every 60 seconds This keeps NAT tunnels open Response latency for these requests are shown in the System
47. gt lt ivr_info gt lt result gt lt response gt Digium Inc 120 Switchvox The Admin Suite PBX Features Get Extension Status This action gets the status of the extension and saves the result in a new variable This is useful if you want to keep control of the call For example if you use Get Extension Status and the extension is busy you could try someone else If you used Dial Extension and the extension is busy Call Rules might send the caller to voicemail instead This feature is only available in Switchvox SMB Extension To Check Status On Select a variable that contains an extension or enter an extension number in the field Click on the people icon to look up the extension that you want Variable Name for Status Result Enter a unique name for this variable Get Extension Status returns one of the following results IDLE INUSE BUSY INVALID UNAVAILABLE RINGING These are case sensitive so IDLE does not equal idle Get Extension Type This action gets the type of the extension and saves the result in a new variable This feature is only available in Switchvox SMB Extension To Get Type Of Select a variable that contains an extension or enter an extension number in the field Click the people icon to look up the extension that you want Variable Name for Result Enter a unique name for this variable Get Extension Type returns one of the following results Zap virtua
48. id 1200 recorded call id recorder cid recorder cid recorded cid Steve Smith amp lt 102 amp gt recorded cid recorder account id recorder account id recorded account id 1101 recorded account id from account id 0 from account id from caller id BuyIt amp 1t 7771021212 amp gt from caller id to account id 1101 to account id to caller id Steve Smith amp lt 102 amp gt to caller id lt duration gt 316 lt duration gt lt date_created_ts gt 2007 04 06 15 00 41 611474 lt date_created_ts gt lt date_created_secs gt 1175896842 lt date_created_secs gt recording info To schedule a new call recording click Schedule a New Call Recording then use the following settings Whose calls would you like to record Select one or more extensions extension groups or call queues You cannot combine these types but you may select many of each type What type of calls would you like to record Check All Outgoing Calls Incoming Direct Calls and or Incoming Queue Calls How many calls would you like to record Set a specific number of calls or the date and time you want the recordings to end How long do you want to keep the recordings Set the storage instructions for the recordings If you want to back up older recordings before you delete them click the link to Call Recording Settings Section see About Call Recording Settings IMPORTANT If you enter a number into the Delete calls
49. indicating that the rule was deleted Outgoing Caller ID rules let you modify the outgoing caller ID name and number Caller ID rules can apply to a single extension to any extension or to a range of extensions If you want a rule to apply to any extension enter any in the extension field A Outgoing Caller ID Rules Change the caller ID for extensions making outgoing calls on your phone system 2 Tell me more about how this works Add Hew Caller ID Rule Add Hew Ranged Caller ID Rule Outgoing Caller ID Rules When extension 2 is making an outgoing call through rule Any Outgoing Rule v change their caller id name to and their caller id number to 4567891 101 Digium Inc 51 Switchvox Outgoing Call Diagnostics The Admin Suite System Setup If you have a ranged Caller ID rule you can derive that extension s correct caller ID by adding and prepending numbers to their extension For example if you have an extension block from 100 to 200 and a DID block of 800 555 1200 800 555 1300 you would use the following ranged rule When an extension is in the range from 00 to 200 and is making an outgoing call through rule Any Outgoing Rule change their caller id to a number derived by adding 00 to their extension and prepending 8005551 Note Not all VOIP providers support this feature and some VOIP providers do not work properly with altered Caller IDs Also it is not possible to set Caller ID on
50. is the extension that is used to take all customer service related voicemail and forward it to the Customer Service representatives Select Starting IVR Menu Dial CS Voicemail v Go IVR Menu Name Extension I R Tree I R Menu Details us IVR Menu Name Dial CS Voicemail PU Send to Voicemail listen for options Description go to ext 610 voicemail for customer Edit IVR Menu Delete IVR Menu Actions Send to Voicemail 610 Listen for options Modify Actions Options You currently do not have any options for this IVR H Modify Options Digium Inc 134 Switchvox The Admin Suite PBX Features Go to IVR Menu Dial CS This shows the details of the action that sends the call to the Dial CS action Select Starting IVR Menu Main YA 800 Em IVR Menu Name Extension IVR Tree IVR Menu Details Main IVR Action Type Go To IVR Menu Action I Y Play Sound Time Based Clause Go To I R Menu Dial CS Play Sound IVR Menu Entry Point Always Context Beginning i Hee Y Play Sound j n YU Play Sound Modify This Action Delete This Ac pe wl Play Sound Y Play Sound Qa Listen for options A C Start at Main A 1 Dial Directory A C 2 Play Service Announcement 0 gg C 3 Customer Service 8 Listen for Ese Wy Digium Inc 135 Switchvox The Admin Suite PBX Features Dial CS This sho
51. list If not you need to upload the backup file and then restore WARNING When you restore a backup file the following things happen Your current Switchvox configuration is overwritten with the contents of this backup file All current calls will be dropped All agents will be logged out of queues All data created since the backup was created will be lost including extensions and voicemail So it s important to be absolutely sure that you want to restore your backup file Digium Inc 173 Switchvox The Admin Suite Machine Admin Restoring From the List In the list of backups find the backup file that you want to restore and click its Restore button Be sure that you do indeed want to restore this backup then click Yes Restore Backup Restoring From an Uploaded Backup File If the backup file that you want to restore from is not in the list then you need to upload it To do this click Upload a Backup File That page lets you browse your machine to find the correct backup file When you have selected the file click Upload and Restore Backup Be sure that you do indeed want to restore this backup file then click Yes Restore Backup Deleting a Backup To delete a backup file from the list click on its Delete button Be sure that you do File indeed want to permanently delete the backup file then click Yes Delete Backup That backup file is permanently deleted from the system is removed from the list The Bac
52. one action Action Play Sound Dial Extension Interruptible Second set up each of the component IVR menus Start at Main e Action Play Sound Main Menu Interruptible Action Go To IVR Menu Action Main IVR at entry point Play Sound Dial Extension Play Business Hours Action Play Sound Business Hours Not Interruptible Action Go To IVR Menu Action Start at Main at entry point IVR Menu Beginning Dial Directory e Action Dial Extension 411 Play Service Announcement Action Play Sound Service Announcement Interruptible Action Go To IVR Menu Action Start at Main at entry point IVR Menu Beginning Dial CS Action Dial Extension 611 Dial CS Voicemail Action Send to Voicemail 610 Customer Service Action Time Based Clause within the time range Outside Business Hours go to Dial CS Voicemail at entry point IVR Menu Beginning Action Go To IVR Menu Action Dial CS at entry point IVR Menu Beginning Third finish setting up Main IVR Action Play Sound Greeting Not Interruptible Action Time Based Clause within the time range Outside Business Hours go to Play Business Hours at entry point IVR Menu Beginning Action Play Sound Dial Extension Interruptible Action Play Sound Use the Directory Interruptible Action Play Sound To hear Service Announcement Interruptible Action Play Sound For Customer Service
53. print the file N In your Switchvox User Suite go to Voicemail Fax gt Mailbox Select Fax Drafts from the View Folder dropdown Your Fax Drafts folder is opened and your drafts are listed The test page that you printed is in the list and you can preview the first page or download a PDF of the entire fax Check the box for your fax then click the fax machine icon at the top of the list You are prompted to enter a fax number Enter the number for the fax machine you want to send this fax to then click Send Fax Your fax is in the Outbox folder while it is being sent and moved to the Sent folder when it has been successfully sent Settings Voicemail Fax Call History Mailbox Organize your fax as easily as you organize your email Put faxes into folders forward fax me from the system View Folder Drafts 1 E co y 5 a EU Fax 0 14 Ager Witt 105 z Send Fax Fax in Fax Drafts forme Tto 1 of 1 r3 Date Created amp Source Pages Preview ivi Wed Mar 18 2009 2 14 29 PM Fax Printer 1 I Preview Digium Inc 217 Switchvox The User Suite Call History Call History Under the Call History tab are two sections Call Log and Call Reporting These allow you to track your phone use Call Log The Call Log is a simple list of the calls that have been made to or by your extension You can select a date range by setting the From and To dates Click View Report to see log in the User
54. provider SIP Provider Name Create a name to refer to this provider Your Account ID The account ID provided to you by your SIP provider This may also be called Login or Authentication ID Digium Inc 34 Switchvox The Admin Suite System Setup Extensions PBX Features System Setup Diagnostics VOIP Providers Add a New SIP Provider SIP Provider Name 2 what is this used for Your Account ID what s an Account ID Your Password Hostname IP Address what does this mean LL Callback Extension whats the Callback Extension Default Fax Extension 0 Ja what is this used for DTMF Mode what is DTMF Mode l click to Show Advanced Options Add SIP Provider Your Password Your password for the account Hostname IP Address The hostname or IP address for the SIP server provided to you by your SIP provider This may also be called Registrar Server Callback Extension The extension to ring when a call comes in over this provider and it is not identified as a fax Callback extensions can be any extension type your receptionist s phone an IVR etc Digium Inc 35 Switchvox The Admin Suite System Setup Default Fax Extension The extension to ring when a call comes in over this provider and is identified as a fax Switchvox only identifies T 38 faxes over SIP providers A fax coming in over an IAX provider or a fax using a different standard may not be identified as a fax Th
55. regular analog phone lines Outgoing Call Diagnostics can be used to determine which Outgoing Call Rule is being used and why If you click Enable Outgoing Call Diagnostics Mode diagnostic information is read over the phone to all callers from all extensions For example If you were to Enable Outgoing Call Diagnostics Mode and then dial an internal extension 800 instead of connecting the call the system would read back You have dialed eight zero zero This call will be sent to outgoing rule number seven This rule will send the call to extension eight zero zero Press one to attempt this call through rule number seven As outgoing calls become more complex by trimming or appending digits altering Caller ID or matching multiple outgoing call rules the diagnostic information provided will become more complex Listening to the diagnostic information and following the voice prompts provides insight into the path that calls are taking in the system to solve calling problems or unexpected call behavior taking place in the system For example the diagnostic may reveal that a call is using the wrong rule When using the Diagnostic mode make sure the number you are dialing matches the pattern for the rule If the pattern does not match your outgoing call will not be connected using that rule If the number you have dialed does match the pattern for the rule make sure the extension you are placing the call from has permission to call thro
56. reports and troubleshoot Switchvox Machine Admin Modify your network settings manage system backups apply updates and more digium switchy X SME EDITION 4 0 Extensions PBX Features System Setup Diagnostics Extensions Manage the extensions on your system add new ones and use templates and settings to customize your extensions All of the i PBX Features functions Set up and manage the features for your PBX System such as Music system m on Hold Time Frames and IVR menus through tt you need System Setup explanatic Configure hardware channels network and other settings that form just click c the foundation of your PBX pop up al Diagnostics Do you know what your phone system is up to Find out using these Diagnostics tools Machine Admin Manage your server s network settings make and restore backups apply updates ar Digium Inc 20 Switchvox Getting Help Registe The Admin Suite Getting Started Click any help link to open a pop up window with information about a particular tool Help links are available as question mark icons and as text links 2 How do I use this page If a pop up window does not display set your Web browser to allow pop ups from the domain of your Switchvox server ring Switchvox After a new install you are required to register Switchvox to make it fully operational Select Machine Admin gt Product Registration to display the Product Registration page
57. sound is located Language Select the language for this sound Current Language is the default and is the language that was previously set in the IVR The default is English Sound to Play Select the sound to play This sound is interruptible Check this box if this is interruptible For details see Interruptible Actions Play Sound Advanced Options If you want to decide which sound to play based on a sound ID stored in a variable click on the Show Advanced Options link This lets you select variables that have been previously created using the Set Variable action Make sure that the value in the variable is a sound ID from the Sound Manager or this action will not be able to play the sound Record Sound This action records a sound from the caller and saves it in a variable The sound variable can be used later on in the IVR menu for actions such as playing or uploading Stop Recording after sections of silence Enter the number of seconds of silence allowed before recording stops Stop Recording after total minutes Enter the maximum number of minutes to record Recorded Sound Variable Name Select a previously defined sound variable or enter the name of the new variable Play Recorded Sound This action plays a previously recorded sound to the caller Recorded Sound to Playback Select a sound from the dropdown The dropdown includes all sound variables that have been previously set in this IVR Digium Inc 111 Sw
58. that run a Jabber based chat server that you will use including a peered Switchvox Video calling You can now use video phones with Switchvox See About Video Calling Digium Inc 10 Switchvox Admin Features IMAP Mailbox Each phone type extension now has a one stop IMAP Mailbox for voicemail and faxes See Putting the Mailbox on Your Desktop Phone Setup for snom technology Inc phones Phone Setup is available for VOIP phones manufactured by snom technology Inc Phone Setup for Polycom Inc phones has been available since v9337 See Phone Setup Disk space Quotas You can set a disk space quota for voicemail and fax usage for each extension and extension group see Advanced Options Also you can see the voicemail and fax disk space usage in total and for each extension see Voicemail Fax Disk Usage Call queue improvements Queue members can log into out of and pause their status on each queue rather than a set of queues In the Switchboard queue members can pause their status when they are logged in and add a comment about why they are unavailable or when they might be back See Queue Panels Also queue status changes are now available as URL Manager events See URL Manager Notification Templates Admins can customize multiple templates for voicemail notifications see Voicemail Email Templates These templates are available to users as default templates When users set up their notifications
59. the case where the user is being logged out of all queues the list will only contain the list of queues the user is a member of EVENT_TYPE Event type that has been triggered This is useful for the Default URL which receives POSTs from any of the event types JOB_ID Unique ID of the call Note This string of digits is not a numerical value 99 100 is not equal to 99 1 This variable is useful for correlating multiple events and also certain IVR requests XML Response For some events the remote web application can return XML that instructs Switchvox to perform operations on the call Here is a sample of an XML response lt response gt result call info caller id number28585551212 caller id number caller id name John Doe caller id name transfer extension 850 transfer extension display url http intranet example com crm cgi cus tid 2 display url call info Digium Inc 63 Switchvox The Admin Suite System Setup lt result gt lt response gt All of the tags inside the call_info block are optional The following XML tags can be used callerid_num Set Caller ID Number to this value callerid_name Set Caller ID Name to this value transfer_extension Transfer call to the extension of this value WARNING It is possible to break Switchvox by creating routing loops display_url Display this URL in the Switchboard as a clickable icon For example the remote web application mig
60. voice calls to the extension s phone You can also set up an Incoming Call Route so that all activity on a phone number DID is treated as a fax and sent to the same extension This is useful if you want or need a dedicated incoming fax extension For more details see Incoming Call Routes Outgoing Faxes If you want to use a fax machine you can dedicate its extension to just sending faxes In that case Switchvox handles all outgoing activity as a fax prints a fax file puts it in the Fax Outbox folder in that extensions s Mailbox and sends the fax For details see the User Suite Fax Options You can also set up a Feature Code extension that lets you send a fax from your fax machine and put the fax into another extension s Outbox For details see Feature Code Extensions If you want to fax files from your computer you need to set up a printer driver on your computer Each Switchvox user can set up a printer driver for a dedicated outgoing fax extension or for their own extension or both With the former outgoing faxes are found in the dedicated extension s Mailbox With the latter outgoing faxes are found in the user s Mailbox For details see the User Suite Creating amp Sending a Fax Digium Inc 24 Switchvox The Admin Suite Getting Started About Chatting Switchvox includes an XMPP based Jabber server for presence and real time communications You can use your favorite XMPP based client to interact with the server
61. with this peered Switchvox set this option to Yes Jabber Hostname You can specify a hostname for the peered Switchvox s Jabber server You can find the hostname in the Network Settings page of the peered Switchvox This feature is only available in Switchvox SMB Apply Incoming Call Rules to Provider This option lets you alter the routing of incoming calls Yes is the default setting It uses the rules on the Incoming Calls section as well as the Callback Extension above to decide which extension to ring when you receive a call over this provider Select No if this provider is a peer This allows callers from this peer to directly dial any extension in Switchvox Incoming calls will not follow the rules in the Incoming Calls section and they will not ring the Callback Extension Outgoing Call Rules If you have selected No for the Apply Incoming Call Rules to Provider option you can use this option to define how the remote peer can place outbound calls through this Switchvox Use the check boxes to assign which outgoing rules apply to this Digium Inc 36 Switchvox The Admin Suite System Setup peer Check an Allow box to apply the rule to this peer s inbound calls Check a Deny box to block all calls that match that rule such as blocking all long distance numbers To bypass a rule leave both options unchecked See Outgoing Calls for more information about each outgoing rule Caller ID Settings The Caller ID settings determi
62. with this provider This feature is only available in Switchvox SMB You must install a fax license and the fax software to make faxing available For details see Digium Addon Products IMPORTANT We recommend that you only send T 38 faxes over SIP Error Correction Mode for G711 Faxes The default is to leave this feature enabled Minimum transfer rate for fax transmissions The default minimum transfer rate is 2400 Maximum transfer rate for fax transmissions The default maximum transfer rate is 14400 Digium Inc 40 Switchvox Adding an IAX Provider The Admin Suite System Setup Redundant signal packets for T38 fax sessions This option specifies the number of redundant signal packets contained in a T38 signal frame The default value is 3 Redundant image packets for T38 fax sessions This option specifies the number of redundant image packets contained in a T38 image frame The default value is 1 Maximum expected T38 packet delay The result of this specification is that all T38 packets are padded to prepare the fax stack for the specified delay As long as the packet delay is less than or equal to the specified value the fax stack will not realize that there is an actual packet delay because of the packet padding The default value of 800 milliseconds should cover most use cases Select IAX Provider from the Add New dropdown then click Go The Add a New IAX Provider page is displayed Enter the information identif
63. your organization is not active on weekends and calls on those days can be ignored Call reports can be broken down in different ways based on cumulative numbers date account hour of the day and day of the week e g Monday extensions providers or the incoming DID You can select what fields of data you want to include in a report depending on what calls you include in the report The fields include total calls incoming and or outgoing talking time and call duration and average times Call duration means the entire call including time spent in an IVR or waiting in a queue Talk time means the time when the callers were actually talking to each other Digium Inc 160 Switchvox The Admin Suite Diagnostics To generate the report you have several options View Report Open the report in the browser window Output to xls file Download a xls file that you can open with an application such as Microsoft Excel Output to xml Download an xml file Chart Report Open the report as a graphical chart in the browser window Scheduled Reports Scheduled Reports is similar to Call Reporting but here you can set up a report to run at a certain time with a particular output and the report is sent to you via email based on those criteria This feature is only available in Switchvox SMB To create a new report click Create a new Scheduled Report Name the report and then set up the schedule parameters and delivery o
64. your printer is not listed consult your printer documentation for a compatible printer Manufacturer Printers GCC Generic mM EK IBM Network Printer 12 PS IBM x IBM Network Printer 17 PS infotec vw EJ IBM Network Printer 24 PS w Es This driver is digitally signed Tell me why driver signing is important 10 Select JBM from the Manufacturer list on the left then select BM Network Printer 17 PS from the Printers list on the right We suggest this printer driver because it is a widely available standard printer driver If you are using a different operating system choose a generic postscript printer driver The Printer Wizard copies the appropriate files for you and sets up your new printer Wait until the Default Printer page is displayed then go on 11 Select Yes or No depending on whether you want this to be your default printer You probably want to select No The final page of the Printer Wizard is displayed 12 Click Finish In the Printers and Faxes window you can see the new printer faxprinter on http YourDomain 631 Digium Inc 216 Switchvox The User Suite Voicemail Fax Sending a Fax Now that you have your fax printer set up you can create a fax from any application 1 Select the Print option from the application that you are using to view this docu ment Or any open file that is handy In the Print dialog box select the new faxprinter as the printer to use and
65. 0 e eee eee ee 54 Deleting Incoming Call Rules llle 54 Incoming Gall Routes 3 64 odd hae dence Xr te bU RI Eae s RE 54 Modifying Incoming Call Routes 0 000 e eee eee 55 Deleting Incoming Call Routes 0002 c eee eee 55 Voicemail Settings sies o PORE Kael Se a lew ete E Exe EXE 56 Voicemail Notification Settings llle 56 Running Voicemail Notification DiagnosticS 56 Voicemail Routing xat nex eet ae ee as 57 Voicemail Email Templates 00000 e eee eee 57 Creating Voicemail Email Templates 000055 57 Digium Inc Switchvox Viewing amp Modifying Voicemail Email Templates 58 Deleting Voicemail Email Templates oooooooooo 58 External Voicemail nannaa Ss Au ee rA EAR REESE QA EE UST RR e 60 Custom Voicemail Message Length 200 ee ee eee 61 MAGS uer so ers eres etse ut cyte ES EO Eta E inue 61 Deftault UREA 61 Events EE rl ros Paes E e erga 61 VarlabDles s4 viii oe aeq REM EI E ratito ed t kek oe QUEE A Dan s 62 AMI RESPONSE o oyu Ginn wn Ste IO ae we AA 63 EXIGnsiOnSvinic wo6 oe Oa eA daa 65 Manage Extensions 23s pk rd be deer eee dae de EA bd 65 Viewing EXTENSIONS scie leat ca de uicem A RS Rep te AS Dee ea 65 EXterisipr Types ican rn nee dr n ne e e qo ate o Hb d Hp Leg dea 66 Phone Types Sweex Gadd Gua a Mo ek neha MENS ge DUREE ROS 66 Other TYPOS zoo s erc atre dat ante ene uen
66. 6 Automatically Forwarding Voicemail llle 208 ACOPIO Saa nel be ER Tac a Dao bho haw te o Rea ahs 209 Advaticed Opio 41 5 mir a ORE WC ROI ala ae P RUEDA AIR OR 210 Creating amp Sending a Fax 0 ccc eee 210 Setting Up a Fax Printer ici a ae eae ee 211 Sample Printer Setup llle 211 Sending S EX 5 ans al ak dein ed we OS onan NONE ie nat Dao 217 e Ini ca a oe Bee a eae ae 218 Call LOG d reei renaj warn ee ye EE EI REMO SE saree tea ewes oats 218 Gall REPOHING act te seer anatase scence E eek aes toe beans 219 The Switchboard 4 sc 3 52 cae 220 About the Options Mente 62 tut tra 220 Save DayouL e e ons cde uter uq E e QE e SUR UE Ed E 220 Panels eee ee tube aem 221 MY PTESSMCS s s taraa h ex Lee RA S 221 PAM Sai d n Rt E RB A e RANCS ADD edes 221 Current Calls Panel sels 221 Director Panels ccu shear eM bam etes e cake p s HORE ed 222 Parking Lot Panels i exo ROC rA ta o erc RR no 222 Phonebook Panelbar ce fh ee th id oot ave ee A ee a a oho 222 ChlatsPanelic obaran esu merece dere Eat nd la arta no rtt eva 224 Queue Panels vues ver Ax EOE A Eu UR UR Ras 224 CRM Panels pn tentem ladder e ecran ON ss 224 Google Maps Panel 6 ose aet enc MEN M ensi o ae M us 224 Custom Panels l l s 224 Popup URS ura dats enc setae 9908 sees eR Eee A I Ep 225 Digium Inc Switchvox Unified Communications What s New in SMB Version 4 0 Welcome to Switchvox SMB versio
67. AA Es E icr ns wes do ip a ee 34 Adding a SIP Provider ero A ed cas ted o EE 34 Advanced OPNS v usina ico afi Ea Neate Bort ROA SSSA 36 Peer Settings ord Rue ru MM PR QU Iun Mina eus 36 G ller ID Settings A inn a CREDE RET ia 37 Connection Settings Gls a Ra 37 Call Settligs Rx pr cioe aad EAEE Ex 38 A ie sui 25295 Pro qM E89 a arie E Sate vase 40 Adding an IAX Provider xica e eR MC REIR reda 41 Advanced OPINAS iod e mp eh we ER ER ER ROLE RE E eS 43 Peer Settings v nosse ux perat MA RE RU wes 43 Connection Settings vc 2 uds ia Cacia oat ag tetas rte o me 44 Call Settings 41 eic es Sow ean cise ee kate niga leat es 45 Fax Settings o obama eg etl rect ut Uo doe edu na 45 Adding a Swilehvox Peer xo us E e RARE ei wae bees 46 Downloading and Renaming your RSA Key 200 00 eee 48 Setting an RTP Port Range 5 ccs zz seed RE MERERI anes aes x RS 48 Outgoing Calls eret gues ERR M Ee Ina Rp ae ai 49 Outgoing Gall Hul6s 4 oae xx xx HD ee eee REIR FUSE EIE XE RES 49 Creating a New Outgoing Rule 002 02 eee eee 49 Modifying an Outgoing Rule 00 51 Deleting an Outgoing Rule 0 0 0 eee ee 51 Outgoing Caller ID RuleS 5 602 essc ker we oe ee eee Bee ads 51 Outgoing Call Diagnostics llli 52 Incoming Calls pesinde rra tse rho ed ota Dcos aca ae Sie Red o ipis 52 Incoming Call Rule rane age acea re ae peut a Do RR RSS 52 Modifying Incoming Call Rules 0000
68. Digium Inc 98 Switchvox The Admin Suite Extensions Extension Templates Extension Templates contain most of the same settings that you use when you create phone or virtual extensions and the templates help you manage the settings for all of those extensions You can modify the Default template to suit your needs or create multiple templates for different types of extensions For example you might want all sales staff to have a similar setup a SIP phone with Voicemail Forwarding that belongs in the call group Sales You can use that template to create all of the sales staff extensions which saves you time and ensures consistency An extension created with a template can always be changed If you have a special case you can create the extension with a template and then modify the extension Extensions PBX Features System Setup Diagnostics Extension Templates Create modify and delete extension templates to streamline the administration of extensions 2lwhat are extension templates Create A New Extension Template Template Name TemporaryEmployees Modify Existing Templates 1to1 of 1 Template Name Y Date Created Modify E Default 12 11 08 3 29 PM Modify Creating an On the Extension Templates page enter a unique name for the new template then Extension click Create New The new template is created and the settings page is displayed with Template the original Switchvox default settings Make your changes then click
69. ERuCE KR REEPAM REESE 106 Moving or Copying SONGS s edie wks eek AR ERR A 107 Deleting SONGS care eot Re age Ad e E dot 107 Adding a 9060 oar oA donec teo ox ee tas da OA epe aS 107 Deleting a Codec oues ia e da TEES RES 108 IVR Editor aei ED erecto e np Sea se a ee DN PES 108 Creating a New IVR Menu ssllsseees eere 109 Adding amp Modifying IVR Actions 0 000 sese 110 Interruptible AGUOTFS sd dx scs pac x cere e UN e ER Rode d 110 Play Sound ee sorb IS RR EET EREEREDEES 111 Play Sound Advanced Options 0000 ee eee 111 Record SOUND 2 soo xD A x beo gue AME arnt S 111 Play Recorded Sound gt uscar cen rc etr ap aw RR eae IR en 111 Send an Email sss ersi piii e 112 Send Recorded Sound to Voicemail oooocooooooo 112 Store Recorded Sound in Sound Manager 113 Upload Recorded Sound zi 21 424 Lora mpECSUEPTRER ds 113 Merge SOMOS eias dons each R er ET S sica ET ES 114 Play Sound From BE oo ep poe ii ca eret eet da 114 Gate Keene act oe Eo e anat ch ee Ee ber 114 Conditional Clauses 145825 fad tawd hee taba oh eee ed aug 115 Time Based Clause c a css vedios new ls SR AERA 115 Change Language sche LX ie 115 Alter Caller ID us eve esce ex RERUM QU EC CRUS TR PROMIS E 116 Wait doa ied 116 Give Busy Signal ssa ted atlases aan 116 Hang Dias e bd aoe aa ghee Steen anes eine ke ee aid R 116 Dial EXTENSION a it ea tea ea
70. Font Family Font size E E ee i 89 95 b HTML A Dear 9 WM_NAMES6 You just received a VM_DUR long message in mailbox VM_MAILBOX from VM_CALLERID on Thank you Path You can use variables in your template that will be substitued with the real values when the email gets variables and a description of their substituted value Save Template Restore to Original Template Digium Inc 59 Switchvox The Admin Suite System Setup External Voicemail If you want to use the voicemail system of an external provider rather than this Switchvox s voicemail system check this box and choose the SIP Provider whose voicemail system you want to use EJ External Voicemail Use External Voicemail System O 2 Whatis this used for SIP Provider 2 Whatis this used for Save External Voicemail Settings In Switchvox SMB the SIP Provider can be a peered Switchvox for more information see Adding a Switchvox Peer To use a peered Switchvox as the External Voicemail Provider Be sure both Switchvoxes are running SMB version 4 0 or later On the server Switchvox the External Voicemail Provider set up a new SIP provider that is the client Switchvox On the new provider show Advanced Options select Yes for Host is a Switchvox PBX and enter the Jabber Hostname for the client Switchvox Be sure that each extension that exists on the client Switchvox also exists on the server
71. IP provider has just been entered and the registration has not finished yet Wait a few minutes and then refresh the page Username or password are incorrect Check to make sure you have entered them correctly Firewall is not allowing the communication between Switchvox and your provider to flow freely When you use a SIP aware firewall keep in mind that it recognizes the data being sent back and forth A normal router does not require any special configuration but a SIP aware firewall does Contact the manufacturer of the firewall for details on setting up any necessary routing rules Digium Inc 153 Switchvox SIP Phones SIP Phones Extension Y Caller ID Hardware Devices The Admin Suite Diagnostics This section lists all the phones and their relevant information If the phone s state is Registered then the phone is configured properly and is on the network If the state is Timeout then the phone was registered at some point but has not contacted the server for so long that the server does not recognize it and does not send calls to this phone anymore Note Some phones are by default set to only register once which should be changed to every 120 seconds See your phone s user manual for more information about this setting User Agent IP Address This section lists all the channels on the hardware devices installed for Switchvox and an alarm state for each The state of these channels if properly connected
72. IVR Menu Create A New IVR Menu page Enter a unique name and a description then click Create IVR Menu This redisplays the IVR Editor main page with a message indicating the new IVR Menu was created and the new menu is displayed in the IVR Tree and IVR Menu Details To create your main IVR it s best to plan the entire IVR experience that you want to offer to your callers then start from the end and work towards the beginning Determine all of the recorded sounds you want to play for the caller instructions information etc and create those sounds in the Sound Manager Digium Inc 109 Switchvox Adding amp Modifying IVR Actions The Admin Suite PBX Features Determine which extensions the caller might end up being transferred to and create an IVR menu for each one Those menus would have a Dial Extension action Determine what factors might change your IVR and build an IVR menu to handle each situation For example if your IVR behaves differently during regular business hours than after hours or if it behaves differently based on a zip code the caller provides you would create an IVR menu for each situation Once you have your sounds and a set of component IVRs built then you can build the main IVR menu that answers your calls When you are done building your main IVR you need to create an extension that reaches it For details see IVR Interactive Voice Response Extensions in Extensions
73. Interruptible Digium Inc 125 Switchvox The Admin Suite PBX Features Action Play Sound To hear Main Menu Interruptible Option 1 Dial Directory at IVR Menu Beginning Option 2 Service Announcement at IVR Menu Beginning Option 3 Customer Service at IVR Menu Beginning Option Start at Main at IVR Menu Beginning Option Setting Enable extension dialing on The following screenshots show all of the IVR actions and menus that make up Main IVR Digium Inc 126 Switchvox The Admin Suite PBX Features Play Sound Greeting This shows the details for the first Play Sound action which plays Greeting Select Starting IVR Menu Main IVR 800 v Go IVR Menu Name Extension IVR Tree F Y Play Sound BE Uu Play Sound 8 Listen for options H Li Start at Main E Au C1 Dial Directory H 2 Play Service Announcement E au C3 Customer Service IVR Menu Details Action Type Play Sound Sound Name Greeting Language To Play English Sound Description Greet new callers Interruptible No Modify This Action Delete This Ac Digium Inc 127 Switchvox Select Starting IVR Menu The Admin Suite PBX Features Time Based Clause Business Hours This shows the details for the time based clause that determines the time frame then plays a message with our business hours if the call is during the time frame Outside Business Hours
74. Modify Template to save your changes and return to the Extension Templates page Deleting an To delete an Extension Template click its Delete button Be sure that you do indeed Extension want to delete the template then click Yes Delete Template Template Modifying an To modify an Extension Template click its Modify button The settings page for the Extension template is displayed Make your changes then click Modify Template to save your Templ ate changes and return to the Extension Templates page An Extension Template has all of the same details as Phone and Virtual Extensions Digium Inc 99 Switchvox The Admin Suite Extensions Extension Settings The Extension settings let you control some basic extension functionality Extensions PBX Features System Setup Diagnostics Extension Settings Extension Length 4 digits O Beep after an assisted transfer 2 What is this used for Save Extension Settings Extension Length Select 3 4 5 or 6 digits This is the length of the extensions in Switchvox Changing this number does not change existing extensions 6 digit extensions are only available in Switchvox SMB Keep in mind that if you go to a higher number and you still have lower extension numbers there might be a slight delay in internal dialing For example if you calla 3 digit extension Switchvox waits a moment before connecting the call to see if you are going to dial a fourth digit or fifth or sixth
75. Provider or a Channel Group Number If you created a Single DID route enter the phone number to be routed Range of Numbers If you created a Multiple DID route enter the first number in the range and the last number in the range Trimming If you created a Multiple DID route enter the number of digits to trim from the front of the phone number Adding If you created a Multiple DID route you can enter a value to add to the result or you can leave this blank Extension Enter the extension number to receive the call Click Save and a message is displayed indicating that the new route was successfully saved Modifying Incoming Call Routes To change an incoming call route modify the settings for the route and click its Save button The route is saved and a message is displayed indicating the route was successfully saved Deleting Incoming Call Routes To delete an incoming call route click its Delete button The route is permanently deleted and a message is displayed indicating the route has been deleted Digium Inc 55 Switchvox The Admin Suite System Setup Voicemail Settings Voicemail Notification Settings Select System Setup gt Voicemail Settings to display the Voicemail Settings page This lets you control any voicemail related options When voicemail is recorded for an extension a notification email message is sent to the extension s email address You can set a From address for those email mes
76. Status page Note Do not enable this option if your provider does not respond to SIP Options packets Include user phone in SIP This option has no effect on the vast majority of SIP providers Enable it if your provider explicitly requests it This adds the string user phone on the end of the SIP URI used in various messages This feature is only available in Switchvox SMB SIP Provider Host List Some SIP providers have multiple servers on the internet that communicate with your PBX For example you may register sip example com but receive calls from ny example com la example com and mia example com Use this option to list multiple hosts or IP addresses so that the PBX can route calls from them If you do not know if there are multiple hosts ask your provider If there are multiple hosts ask your provider to supply you with a list of their IP addresses Call Settings The Call settings determine how to manage calls with this provider Provider Codecs Some providers support more than the normal codecs These additional codecs may provide compression or other features that save bandwidth or lead to better call quality However you should check with your provider before selecting another codec to be sure it is supported If your Switchvox is a peer with another Switchvox you can choose any audio codec For video H 263 H 263 and H 264 are available for a SIP provider Video calling is not available over IAX Video calling
77. Switchvox Administrator Manual 601 00014 A Digium Inc April 7 2009 Switchvox Contents What s New in SMB Version 4 0 10 Unified COMMUNICATIONS ek Se eee eee Sha ee ee DES Dae 10 Admin Features x io a eben aes dG Oe eae ee ae 11 USE FEAS CRM MEME s D o O E E E 13 Switchboard Features 22 du baer ews DP Sce Y E xci ede gelegen 14 Feature Removed csse ptr ets hm e Puis etia ich eE limi AIR 14 The Admin Suite lt 0 lp REP oa ee ee Eb 15 Getting Started A A 16 Installing Your System s aedes dA ES taht oes a a RAMS kod oe Re ei 16 Installing the Software from CD ROM sslllleee sss 16 Setting the Time Zone es aa RE BR ER Ye RR 16 Formatting the Hard Drive and Installing the Software 16 Configuring Your Network c sos dre Ire ER arde 17 Using a Static IP Address uua ud REGERE E QR T I TRAE I 17 Usina DHCP catar Se vacate ea ORE Reed 17 The Switchvox Admin Suite URL asnasa aeaaaee 18 Basic Server Functions d ce b ta OC e ein 18 About the Admin SUltes aa rra Sea ng eg re EO E AREE EE 19 Logging Into th Admin Suite oor Rr ERRERLX ek 19 Navigating the Admin Suite 0 0 0 0 eee eee 20 Getting ICID mets sd ek tret E ee MOEA d 21 Registering SWHCNVOX 3e und ops Bh ad PASS had Heo ee 21 Updating wite ex eis farted e dts aie tir IS Qut nce eec ae Mos bd Aras 22 supported PHONES A rarae ue t eq ee Dre celos oe eed 23 SIPOBRBOUBS e ced eee ene ae as Ce cp M C
78. Switchvox SMB Audio Codecs Codec Bandwidth Sound Quality CPU Usage Usage kbits s ULAW 85 Great None ALAW 85 Great None G722 85 Excellent Low G726 54 Good Low SPEEX 33 Great High GSM 35 Good Low ADPCM 54 Good Low ILBC 27 Good High LPC10 22 Poor Medium Fax Settings This feature is only available in Switchvox SMB You must install a fax license and the fax software to make faxing available For details see Digium Addon Products WARNING We do not recommend sending faxes over IAX connections Switchvox cannot necessarily recognize a fax over an IAX connection Error Correction Mode for G711 Faxes The default is to leave this feature enabled Minimum transfer rate for fax transmissions The default minimum transfer rate is 2400 Maximum transfer rate for fax transmissions The default maximum transfer rate is 14400 Digium Inc 45 Switchvox Adding a Switchvox Peer The Admin Suite System Setup You can set up two or more Switchvoxes so that you can make inter Switchvox calls without employing a phone service provider This is referred to as peering To peer with another Switchvox you set up a new VOIP provider that is really the other Switchvox The preferred protocol for peering is IAX because there are fewer port forwarding requirements than SIP IMPORTANT If you are doing any video calling with Switchvox peers you must use SIP Video calling is not available over IAX The following instructions desc
79. Switchvox as a Virtual extension For help managing this see Creating amp Updating Multiple Extensions On the client Switchvox Set up a SIP provider that is the server Switchvox Check the box to Use External Voicemail System and select the server Switchvox as the SIP provider e Set up an outgoing call rule so that calls to the voicemail access extension by default this is 899 are sent to the server Switchvox For details see Outgoing Call Rules Remember when checking their voicemail users should go to the Switchvox User Suite on the server Switchvox Digium Inc 60 Switchvox Custom Voicemail Message Length The Admin Suite System Setup You can specify the number of seconds that it takes for Switchvox to give up on a caller if they reach your voicemail but don t leave a message For example you specify 10 seconds someone calls and reaches your voicemail but they don t start talking then Switchvox hangs up and does not save those 10 seconds of silence Setting a number of seconds here should help reduce clutter in Mailboxes and on disk You can also set a number of seconds to let the caller speak and after that the call is disconnected This is useful if you are concerned about storage capacity Custom Voicemail Message Length Do not store voicemail if message is just silence for seconds 2 what is this used for Do not let callers leave voicemail messages longer than seconds 2 What i
80. The following options are available in the dropdown SIP Provider IAX Provider Channel Group Internal If you select a Provider or a Channel Group a dropdown is displayed that lets you select which provider or channel group to use Digium Inc 50 Switchvox Outgoing Caller ID Rules The Admin Suite System Setup Allow all existing extensions to use this rule If Yes the default all existing extensions are set to Allow this rule and the Default Extension Template is set to Allow this rule If No extensions and extension templates are neither Allowed or Denied this rule the rule is blank Note If you have custom extension templates you may want to set this rule to Allow or Deny Click Add Outgoing Rule to create the new rule The Outgoing Calls page is redisplayed with a message indicating that the new rule was created Modifying an Outgoing Rule To modify an outgoing rule click its Modify button This displays the Outgoing Call Rule page showing the current definition for this rule Make any changes that you want then click Save Changes Your changes are saved and the Outgoing Calls page is redisplayed with a message indicating that the rule was modified Deleting an Outgoing Rule To delete an outgoing rule click its Delete button Be sure that you do indeed want to delete the outgoing rule then click Yes Delete Rule The outgoing rule is permanently deleted and the Outgoing Calls page is redisplayed with a message
81. UAL esq 23 Analog PHONES 6464 osse REPERI VER a bd wae pria pd 23 Video PHONES a tortas e ts ale 23 Making Your First Call end tose AA tee A A e A yes 23 About Faxing us cto wks veers tte Yu v eed Sema MESE Me tt E 24 Incotrrng Faxes x destro eR EORR Ar oes hoe Fd 24 Outgoing FAXES cao stet Doe te gales quati loa 24 About Chatting ie isons ER qu oy RE ERIGI DRUNK Eee ae eos RES 25 About Video Calling ced ioter oed bae Esto etc pha tee e EO ME 25 System SOM 26 Hardware Setup aden ii A bb bea Med dece x 26 Hardware Devices v ac d anis tetur Cd ee xs eae ssa pi vega 26 Hardware Country Settings llle 26 Echo BediollOlt c abaco re ortu ti CRI ETE 27 Troubleshooting sca ott te Or n ac Bale ae RR o Yon Rea 27 Channel Ad una 9 mdr eoi bett tien da amp hib tab ar 27 Device TV DCS A Cr 28 Digium Inc Switchvox EXO SO oe o ee ae ee q CS 28 A n A a AA E AE E p aea e r ai 28 sj METRI E A TERES 29 EGMPSIGMALING 5 2 oo eg cies fee See e Reg ER 29 Prione Setup a hl pu Lea M tt Lol A REC ety a DD 29 Unknown PhoneS ox uc obe a REA a ok wales 30 Unconfigured Phones 3 niteat RE UERSUM DARE eee enue 8S ae 31 Configured Phones onis e wb x dud ARMOR REI ERI A HR 32 Advanced ODIOFIS centro ER aida 32 Digit Map OPUS co uia t vate te PROCU Bau ge ree YO ee ex 32 Phone Discovery Options DHCP Sniping 33 Making Phones Visible to Switchvox 000 0c eee eee 33 VOIP PHOVIGGTS 42 fens
82. VR Tree IVR Menu Details main wr E g i F IVR Menu Name Play Service Announcement pa Play Soun g Time Based Clause E Y Play Sound p U Play Sound a Y Play Sound Y Play Sound 1 E Y Play Sound PUT Qa Listen for options HH LL Start at Main E au C1 Dial Directory Description play the service announcement then menu Edit IVR Menu Delete IVR Menu Actions m Play Sound Service Announcement Znterruptid M Go To IVR Menu amp ction Start at Main Listen for options Modify Actions Options You currently do not have any options for this IVR I Modify Options Digium Inc 131 Switchvox The Admin Suite PBX Features Option 3 Customer Service This shows the details for option 3 which determines the time frame then passes the caller to Customer Service as appropriate Outside of business hours it sends the caller to the Customer Service voicemail and during business hours it dials the Customer Service call queue Select Starting IVR Menu Main IVR 800 Em IVR Menu Name Extension IVR Tree IVR Menu Details u Main IVR P Y Play Sound Time Based Clause Description Decide how to answer customer serv E Play Sound Edit IVR Menu Delete IVR Menu j Y Play Sound IVR Menu Name Customer Service 1 Q Play Sound E Actions i Uu Play Sound i Y Play Sound Time Based Clause Outside Business Hours Listen for options
83. Voicemail Fax delete messages you are prompted to verify the action Be sure that you do indeed want to delete the messages then click Yes Delete To move messages to a different folder check the box for each message that you want to move select the folder where the messages belong then click Move To Folder To forward messages to another Switchvox user check the box for each message that you want to forward select the extension to forward them to then click Forward To To sort by column in the message list click the column name Note You can also manage your voicemail from your phone by dialing the voicemail access extension default is 899 Follow the prompts to give your password and check your messages Or your phone may have a Messages button that dials the voicemail access extension for you Your faxes come into the Fax folder Your outgoing faxes are stored in the folders Drafts Outbox and Sent The Drafts folder includes the files that you have printed to your Switchvox fax printer The Outbox folder includes faxes that Switchvox is currently trying to send or was unable to send The Sent folder includes faxes that Switchvox has successfully sent This feature is only available in Switchvox SMB You must install a fax license and the fax software to make faxing available For details see Digium Addon Products To send a fax check its box you can only send one fax at a time then click the fax machine icon at t
84. Work When displaying hierarchy in Outlook show only subscribed Folders In Mozilla Thunderbird highlight the account and select File gt Subscribe In either case a list of folders is displayed that lets you subscribe and unsubscribe Voicemail Options Your Voicemail Options include setting up your voicemail greetings and defining how you want to receive notifications of a new voicemail message Managin Manage Voicemail Greetings lets you set up all of your greetings that might be played 8 8 y p your g 8 8 play Greetings to a caller when you don t answer the phone You can upload a sound file from your computer or record a greeting using your phone This feature is only available in Switchvox SMB In Switchvox SOHO and the Free version you cannot customize multiple voicemail greetings The default greeting in every situation is for Switchvox to read your extension digits and then let the caller record a voicemail message You can record or upload your name and multiple custom messages for when you don t answer the phone or you are already on a call and don t answer the phone If you don t want to distinguish Digium Inc 203 Switchvox The User Suite Voicemail Fax between those situations make sure you have created an Unavailable Voicemail greeting then check the box under the Busy voicemail greeting Use Unavailable voicemail greeting u Manage Voicemail Greetings Full name This recording
85. X This is not usually necessary when using commercial IAX providers but it can be handy when peering multiple IAX compatible PBXs together Click Download to save the current RSA key Then you can upload it to other phone systems when you create or modify an IAX Provider on that system You can rename this RSA key to something unique to this Switchvox PBX Enter a new name in the Rename RSA key field then click Rename This can help you identify keys as you set up peered PBX systems For example you may name this key bostonoffice and another system s key londonoffice These are the source ports used for establishing the RTP media pathway for SIP calls It is unlikely that you will need to change this setting Only change it at your provider s request This feature is only available in Switchvox SMB Digium Inc 48 Switchvox The Admin Suite System Setup Outgoing Calls Outgoing Call Rules The Outgoing Calls tools let you handle all aspects of outgoing calls An outgoing call rule is a dialing pattern and associated routing information For example the International outgoing call rule is triggered when a user dials 9011 followed by 7 to 13 digits Such calls are sent to the selected device such as a provider or a Channel Group You can create multiple call rules that match the same pattern In this case if there is a pattern match the rule that is highest in the priority list gets called first If that rule fail
86. addon products Select a product and enter your License Key then click Submit If you install a Fax license you will be prompted to download and install the related fax software Be sure to click on Switchvox Product Addons to see what add on products are available for your Switchvox system This goes to our Website at http www switchvox com product_addons This feature is only available in Switchvox SMB Admins This lets you change the main admin password and subsequently the Call API password and manage additional admin accounts To change the password for the main admin account enter a new password into the Create New Password field and then retype it in the Retype New Password field for verification The password is case sensitive and it can contain special characters The strength of your new password is indicated to help you create a good password When you are happy with your new password click Change Password Each time you change the main admin password the Call API password is changed and displayed here If you change your password be sure to put this new API password in place of the old password wherever you use the Call API with admin authorization The Call Creation API is only available in Switchvox SMB You can create multiple admin users each with permissions This way you can assign Switchvox tasks to various people and limit their access to just the tasks they need to perform Click Create New Adm
87. age In addition to the numbered options there are several settings for handling a call in this IVR menu Enable Extension Dialing Let the caller dial an extension number then ring that number Use this feature for an IVR that says if you know your party s extension please dial it now Normally IVR Menus only allow single digit options However if this setting is checked then IVR callers in this IVR Menu only can dial extensions If the IVR caller enters a valid extension Switchvox rings the extension If the caller enters an invalid extension then it is considered an invalid option and is handled according to that setting Only Call Queues Phone Extensions Directory Extensions Voicemail Access extensions Virtual Extensions and other IVR extensions can be dialed Callers will not be able to dial any other types of extensions Digium Inc 122 Switchvox A Sample IVR Menu The Admin Suite PBX Features Extensions must have This extension can be dialed from the IVR checked Even though it may be a valid extension if this is not checked then it is considered an Invalid Option for a caller See Advanced Options Options and extension dialing can coexist in the same IVR Menu However if you have an option in the menu i e 1 that starts with the same number as an extension i e 105 then the caller experiences a delay When he presses 1 Switchvox waits a moment to see whether he might also pres
88. agee 118 Marlow Shumard av A megabyte is approximately equal to 1 minute c Group Name Enter a unique name for this extension group Manage Group Members Select the extensions on the left that should be in this group then click the right facing arrow button Those extensions are moved to the Group Members box on the right To remove an extension for this group select the extension and click the left facing arrow button To select multiple extensions hold down CTRL and then select To select multiple extensions that are all next to each other in a block hold down Shift and select the first and last extensions Digium Inc 101 Switchvox Modifying an Extension Group Deleting an Extension Group Extensi The Admin Suite Extensions The Default Group includes all of the phone type extensions that you put in Switchvox If you add extensions using the extension form or a CSV file those extensions are included in the Group Members list Although you can change the Default Group you may not want to If you change the Default Group then from that point on new extensions go into the All Available Accounts List not the Group Members list That means that you won t have an extension group that automatically includes everyone Voicemail Fax Mailbox Quota MB The maximum amount of voicemail messages and faxes an extension group is allowed by file size given in megabytes Enter a numeric value This fe
89. also need port 22 forwarded on your fire Disable Tech Support Access Digium Inc 165 Switchvox The Admin Suite Machine Admin Machine Admin The Machine Admin tools let you manage your server s network settings make and restore backups apply updates set the system clock and more Network Settings This lets you configure the networking information for Switchvox These settings are similar to settings you would set on any other computer on your network Enter the information then click Update Network Settings Gateway Address This is the IP address of the machine to which Switchvox sends outbound traffic It is typically the address of your router DNS Addresses You can enter up to three DNS addresses Switchvox uses these addresses to translate any host domain names into IP addresses Allow NAT Port Forwarding Select Yes to allow NAT Port Forwarding to Switchvox This option is useful if you need to handle calls going to and coming from an external network and Switchvox is behind a router that performs NAT On your router you must forward the ports listed below to your Switchvox server In Machine Admin gt Access Control you must have a rule that allows IAX or SIP traffic for an external network See Access Control for more information For IAX traffic forward UDP port 4569 For SIP traffic forward UDP ports 5060 and 10000 20000 External IP Address If you are planning to allow access to the Switchvox server f
90. ants when it is able to Set this at your own risk Non NAT Connections Only The PBX redirects media streams only between participants who are not behind NAT Always Using the UPDATE method This is the same as the Always setting but uses a different mechanism within the SIP protocol Only set this if you have been explicitly instructed to do so Non NAT Connections Only Using the UPDATE method The PBX redirects media streams only between participants who are not behind NAT using a different mechanism within the SIP protocol IMPORTANT This setting is just a recommendation to Switchvox that reinvite is possible There are many scenarios such as when a call is being monitored or recorded where Switchvox will not be able to reinvite the call away Always Send Early Media Setting this option to Yes causes Switchvox to send RTP audio before a call is answered Enabling this option may resolve an issue where audio is not sent by certain SIP providers when an inbound call is cascaded out of the same provider Voicepulse Connect DID Workaround This option is a workaround for SIP providers that send two INVITE messages for every phone call to handle SIP devices that handle DIDs and ones that do not Only enable this option if you are sure your provider is sending two INVITEs for every call one with the DID in the From header and one with your account ID in the From header Fax Settings The Fax settings determine how faxes are handled
91. art at Main Description Start back at the beginning of the IWF Edit IVR Menu Delete IVR Menu Actions UJ Play Sound Main Menu Interuptible l Go To IVR Menu Action Main IVR Q Listen for options Modify Actions Options You currently do not have any options for this IVR I Modify Options Digium Inc 129 Switchvox The Admin Suite PBX Features Option 1 Dial Directory This shows the details for option 1 which dials 411 for the company directory Select Starting IVR Menu Main IVR 800 Erg IVR Menu Name Extension IVR Tree IVR Menu Details DJ main vr cid g P IVR Menu Name Dial Directory PU Play Soun ia Time Based Clause Description dial ext 411 P J Play Sound Edit IVR Menu Delete IVR Menu j e Y Play Sound Y Play Sound p Uu Play Sound uN Y Play Sound Actions 9 Dial Extension 411 Y Listen for options Listen for options pe Start at Main m Modify Actions ad Wd 2 Play MOM Options E A C3 Customer Service You currently do not have any options for this I VR I Modify Options Digium Inc 130 Switchvox The Admin Suite PBX Features Option 2 Play Service Announcement This shows the details for option 2 which plays the service announcement and then goes back to the beginning of the main menu Select Starting IVR Menu Main IVR 800 v ES IVR Menu Name Extension I
92. at changes are included in this new update When you are ready to update your system click Apply This Update Digium Inc 174 Switchvox The Admin Suite Machine Admin Extensions PBX Features System Setup Diagnostics Updates what is this for Current Version 13810 Release Notes Maximum User Extensions 9999 currently using 20 Maximum Concurrent Calls 99 Phone Configuration Tokens 150 currently using 0 Subscription Expiration Nov 07 2020 A WARNING Updating your system will result in an automatic software restart of your pho phone connections will be dropped and any agents logged in will be logged out of their respe Update Description Apply Apply This Update Upgrade to 13872 Obsolete Updates Update Description Apply Be sure to make a backup before you apply the update see Backups and test Switchvox s basic functionality after the update is complete Product Registration This is used to register Switchvox Usually registration is completed when the system is first installed If this is the case this page displays the first few characters of your Registration Code which you will need if you call Switchvox Technical Support If you have not yet registered Switchvox please do so Digium Inc 175 Switchvox Digium Manage Changing the Main Admin Password Creating amp Editing Admin Users The Admin Suite Machine Admin Addon Products This lets you register and enable Digium
93. ation Panel Name Enter a unique name for this panel The panel name appears as the title of the panel window Panel Description Enter a description of this panel This is only displayed in the Admin Suite it is not shown in the panel Panel URL This is the URL to be loaded in the panel for example http news google com news q CALLER_ ID NAMES The URL can contain variables between percent signs that are substituted with real values during each request See URL Variables Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All of the extensions in the box on the right are allowed to use this panel URL Variables You can include the following variables in a Custom Panel URL CALLER_ID_NUMBER The phone number of the current caller Example 8585551212 CALLER_ID_NAME The text component of Caller ID for the current caller Example BOB JONES EXTENSION The extension of the current Switchboard user This does not apply to who is calling but is instead the extension who has launched this Switchboard panel SESSION_ID A string of numbers and underscores representing the current switchboard session There is no guarantee that this session_id is unique across logins or machines Digium Inc 151 Switchvox The Admin Suite PBX Features FIRST_LOAD A boolean integer value indicating if this is the firs
94. ature is only available in Switchvox SMB If you leave this blank group members have unlimited space If you enter a 0 zero group members cannot accept any voicemail or faxes If a quota is set for a group and an extension in the group the extension quota value is used If an extension is a member of multiple groups the lowest mailbox quota value is used If an extension in a group does not have voicemail enabled he cannot use voicemail or fax regardless of this setting Click the Modify button for the group you wish to modify from the Extension Groups page This displays the Modify Group page Click the Delete button for the group you wish to delete from the Extension Groups page This displays the Delete Group page Click Yes Delete Extension Group to remove the group on Permissions Extension Permissions let you set permissions for the Extended Entry features in the Switchboard Phonebooks Extensions or groups with extended permissions In the left hand box select one or more extensions or an extension group The extension s here are granted permissions to manage the extensions on the right Which extensions or groups they have permissions on In the right hand box select one or more extensions or an extension group The extension s here are the ones that can be managed by the extensions on the left Can View Calls Let the managing extension view the caller ID of the managed extension s current calls Can Re
95. ave the remaining two fields blank Call through Select the new VOIP Provider London Switchvox Allow all existing extensions to use this rule Yes Click Add Outgoing Rule A message is displayed that indicates the new outgo ing rule was successfully created and the new rule is included in the list of rules Highlight the new rule and click the Up arrow until the new rule is a higher prior ity than the Internal rule 4 If either Switchvox is behind a NAT router you need to enable port forwarding on that router and configure that Switchvox s Network Settings If the IP address of either Switchvox is in the following ranges it is behind a NAT router 192 168 0 0 192 168 255 255 10 0 0 0 10 255 255 255 172 16 0 0 172 32 255 255 The following ports need to be forwarded from your router to Switchvox For IAX traffic UDP port 4569 For SIP traffic UDP Ports 5060 and 10000 20000 To enable port forwarding check with the documentation for your router Docu mentation on port forwarding for many common routers can be found at http www portforward com To configure the Switchvox Network Settings select Machine Admin gt Net work Settings then click Show Advanced Options Select Yes for Allow Nat Port Forwarding and enter the external IP address of your router click Look Up External IP if you do not know it Click Update Network Settings to save your changes RSA keys can be used for authenticating peers using IA
96. ay Wednesday Digium Inc 143 Switchvox The Admin Suite PBX Features Early Morning Start Date End Date Start Day End Day Start Time End Time E s z 3 00 AM 6 00 AM The First Week in July 2009 Start Date End Date Start Day End Day Start Time End Time 07 01 2009 07 07 2009 E E 2 After January 21 2009 Start Date End Date Start Day End Day Start Time End Time 01 21 2009 E 5 Weekdays in February 2009 between 6 00 and 7 00 in the morning Start Date End Date Start Day End Day Start Time End Time 02 01 2009 02 28 2009 Monday Friday 6 00 AM 7 00 AM Editing a Time To change a time frame click its Edit button This displays the Manage This Time Frame Frame page Create a new rule or multiple rules and delete any rules that you do not want to include in this time frame You cannot edit a rule Manage this Time Frame 2 How does this work Start Date End Date Start Day End Day Start Time End Time Monday Friday 9 00 am 5 00 pm El AA Tm 7 Midnight 12 00 AM Noon 12 00 PM Deleting a Time To delete a time frame click its Delete button Be sure that you do indeed want to Frame delete this time frame then click Yes Delete Time Frame The Time Frames main page is deleted with a message that the time frame was deleted Before you delete a Time Frame be sure you do not have any IVR Menus or Call Rules that depend on it Digium Inc 144 Switchvox The Admin Suite PBX Features
97. ber action If you want to say words use a sound variable Digits to Say Select a variable that contains the digits and or letters to say or enter the digits and or letters in the text field Digium Inc 117 Switchvox The Admin Suite PBX Features Say A Number This action plays a number to the caller The number 1445 is read as one thousand four hundred and forty five If you want it to say one four four five use the Say Digits Letters action Number to Say Select a variable that contains the number to say or enter the number in the field Say Date Time This action plays a date and time to the caller This can be the current date and time a specific date and time or the date and time contained in a variable Say the current date and time when the call enters this action Check the box Yes if you want this to be true Say a predefined date Enter the date to be played Enter a time also or leave it blank Say date from a variable Select a variable from the dropdown This variable must be in epoch time Format to Say the Date in Select a format for the date to be played Play DTMF Tones This action plays DTMF tones DTMF Digits to Play Select a variable that contains each of the DTMF digits to play or enter the digits in the field Play each digit for this many milliseconds Select the number of milliseconds that you want each DTMF tone to play Wait this many milliseconds between digits Sele
98. ble extensions Digium Inc 92 Switchvox The Admin Suite Extensions Agent Log In Extensions An Agent Log In extension is used to log an extension into call queues and or to log a virtual extension into a phone This extension can also be used to toggle logging in and logging out so that you do not have to have a separate Agent Log out extension Extensions PBX Features System Setup Diagnostics Manage Extensions Agent Log In Extension 3 digits in length Queues To Affect Customer Service 611 Technical Support 512 O Affect All Queues O Do not require password to login O Login Logout toggle O Always prompt agents to enter their login extension O Affect virtual extension login logout status Create Extension This feature is only available in Switchvox SMB Agent Log In Extension Enter a unique number for this extension For information about the extension number length see Extension Settings Queues to Affect Highlight the queues that a caller should be logged into when calling this extension Hold down CTRL to highlight multiple queues Check Affect All Queues if you want that to be true If you don t want to affect call queues with this Agent Log In do not select any queues Do not require password to login Check this box if you want this to be true When people call this extension they are logged in without having to enter a password Digium Inc 93 Switchvox The Admin Suite Ext
99. board Also Normal entries provide a plus icon that includes options to dial that person s Additional Numbers chat with him or Intercom to him You must have permission to use Chat and Intercom Chat may not be available if for some reason you can t chat with that person Extended Entries Extended Phonebook entries have all of the normal extension options but they also let you do the following with that extension s calls Pick up an incoming call See who the caller is Record the call Monitor the call the callers do not hear you Barge into the call both callers hear you Whisper on the call only your co worker hears you You must have permission to use each of these options Presence All Phonebook entries display the person s Presence which helps you and your coworkers be selective about what calls to transfer to each other An Away or Extended Away Presence can include comments Intercom All Phonebook entries can include the Intercom option which lets you talk to a coworker through the speaker on his phone With Intercom your recipient doesn t even need to pick up the handset to answer your call You must have permission to use this Pickup Extended Phonebook entries can include the Pickup option the green up arrow One click and your coworker s incoming call rings your extension also You must have permission to use this Record Extended Phonebook entries can include the Record option O
100. chvox administrator can write external applications that set a display URL for each incoming call If this value is set then the URL button lights up and clicking it opens a new window with the specified URL If you want that window to automatically open when a call comes in click the green plus sign at the top right of the panel Digium Inc 225
101. click Add A Number You can set an icon title and a phone number or extension The icon and title are displayed in your co workers Phonebook entries To change the icon for an entry click the icon Digium Inc 193 Switchvox Settings My Profile Additional Numbers Additional Numbers Move Icon Title a E Mobile a Lab Add A Number The User Suite Settings voicemail Fax Call History Number Edit Delete 912225551234 Fi x 523 P x Click the pencil icon to change a number or the red X to delete a number Drag the green arrows to change the order that your numbers are shown in Conference Setup General Settings This section lets you create your own conference room Ask your Switchvox Administrator for the main conference room extension number When a caller dials that number he or she can access your conference room by dialing your conference room number This feature is only available in Switchvox SMB You can change the behavior of your conference room using the following options Your Conference Room Number Enter a unique 5 digit number for your conference room This is the number that you give to callers so they can access your conference room Click the green arrow to have the system pick a random unused room number for you Play sound when people enter leave Check this box and select a sound to play to all members of the conference room when a new caller enters the room There are three options
102. cord Calls Let the managing extension record the managed extension s current calls Digium Inc 102 Switchvox Extensions Extension Permissions PBX Features System Setup The Admin Suite Extensions Diagnostics Manage various permissions for each extension in your system These permissions allow the adm which features can be utilized by which extensions Tell me more about Extension Permissions with extended permissions Ext Full Name 1001 Justine K Jane Doeson John Smith Shipping Accounting Spencer Flemming Newton Degenhardt Webster Savage Posey Podolsky Ortiz Schuster Create Extension Permission Group TemporaryEmploy Which they have permissions on Group Name V Members Default Group Extensions 1001 Justine Kilean Groups TemporaryEmployees Extended Permissions V Can View Calls Y Can Record Calls Can Monitor Calls v Can Pickup Ringing Calls v Can Intercom Extensions 1030 John Smith Extensions 1092 Marlow Shumard 1093 Windham Stephens 1094 Vance Davenport 1095 Jeff Marx 1096 Drew Polk Extended Permissions Can View Calls Can Record Calls Can Monitor Calls Can Pickup Ringing Calls v Can Intercom Can Monitor Calls Let the managing extension silently listen in on the managed extension s current call Can Pickup Ringing Calls Let the managing extension answer a call that is ringing the managed extension Di
103. ct the number of milliseconds that you want to wait before the next tone is played Perform Math This action performs a mathematical operation on two IVR variables and stores the result in a new variable This feature is only available in Switchvox SMB Choose the variables for your operands and the desired operation Select the first variable the operation and the second variable Variable Name for Result Enter a unique name for this variable Digium Inc 118 Switchvox The Admin Suite PBX Features Set Variable This action sets a variable This feature is only available in Switchvox SMB Variable to set Select a previously existing variable or enter a unique name in the field Set to value of Select a System Variable or enter a value in the field If you select a System Variable the value of that variable is now contained in this variable Set Global Variable This action sets a Global Variable Global Variables are variables that can be accessed from all IVR Menus and whose values persist between calls If a Global Variable s value is changed by an IVR Menu all IVR Menus and all calls will have access to that value This feature is only available in Switchvox SMB Global Variable to Set Select a Global Variable from the dropdown or enter a unique name for this Global Variable Set to value of Variable Select a variable from the dropdown The value contained in the variable is now also contained in this
104. d asking the caller to leave a message or call back during business hours If the current time is within the time range Select the Time Frame to compare against Then Go To IVR Menu Select the IVR menu the caller should be sent to if the above statement is true At Entry Point Select an action that is in the above IVR menu You do not have to start at the beginning of the IVR Change Language This action changes the Call Language of this call and any sounds played after this action are played in this language or the default language if there is no sound available for the call language This feature is only available in Switchvox SMB Language to Change To Select a language from the dropdown The dropdown includes the languages that are available in the Sound Manager Digium Inc 115 Switchvox The Admin Suite PBX Features Alter Caller ID This action alters the caller s callerID name or number You can Prepend Append or Replace the name or number with your information This is useful to include information that a caller has entered or to show which IVR options the caller had selected How do you want to modify the Caller ID Select Prepend Append or Replace the callerID with your information Which part of the Caller ID do you want to modify Select Number or Name depending on which part you want to modify Use this text to modify the Caller ID Enter the text that you want or use the text from a pr
105. ded Calls 1to2 of2 r3 Recording Tag Recorded Account From Caller ID To Caller ID Duration D user initiated Jane Doeson Justine Kilean Jane Doeson ds 0 recordings lt 1020 gt lt 1001 gt lt 1020 gt 3 Justine Kilean Jane Doeson Justine Kilean O Jkilean 12s 0 lt 1001 gt lt 1020 gt x1001 About Call You can back up your recorded calls to an external FTP server before the calls are Recording deleted This is highly recommended if you rely on call recordings Settings On the main page click Enter Call Recording Settings Enter your FTP server settings When recorded calls are backed up to this FTP server Switchvox automatically creates a separate folder on the FTP server for each recording rule Each call recording is automatically stored in its respective folder Each recorded call has two files a WAV file and a XML file The WAV file is the sound and the XML is the data about the call Digium Inc 146 Switchvox Scheduling a New Call Recording Deleting Recorded Calls The Admin Suite PBX Features The file names are based on the following structure Date Time Stamp From Caller ID To Caller ID 2007 04 06 15 00 41 7771021212 102 wav 2007 04 06 15 00 41 7771021212 102 xml This sample call was made on April 6 2007 at 3 00 41PM A call from 7771021212 was received by extension 102 The XML file includes the following data recording info recording tag gt Steve Smith recording tag recorded call
106. der with 50 extensions per page To limit the types of extensions in the list select an extension type from the View dropdown and click Go The list redisplays with only extensions of that type Digium Inc 65 Switchvox Extension Types The Admin Suite Extensions To find a particular extension use the Search box Enter at least 3 numbers of the extension or at least 3 letters of the first or last name The list is narrowed down to just the extensions that match To sort the table by a column click on the column name There are many different types of extensions in Switchvox The three phone type extensions are not necessarily tied to a phone but they have most of the same settings and they have a corresponding User Suite account The other types of extensions do not have a user name and password for a User Suite account Phone Types SIP Phone or SIP Adapter for Analog Phone ATA A SIP phone or an analog phone plugged into a SIP Adapter e g Sipura SPA 1001 For details see Phone and Virtual Extensions Analog Phone A regular phone not VOIP SIP that is physically plugged into the Switchvox server For details see Phone and Virtual Extensions Virtual Extension An extension without a phone This type of extension behaves exactly like a SIP Phone extension except it does not show the phone as Unreachable in System Status This is useful as a general voicemail box or for call rules that always cascade to
107. dmin Suite Diagnostics Extensions PBX Features System Setup Diagnostics Current Calls Current Calls 1to 1 of1 Call From Call To Duration Y Current State Format Provic Justine Kilean 1001 Jane Doeson 1020 8s Talking ulaw ulaw h263 h264 interr Concurrent Calls for the past day 6 0 4 0 4 2 0 m S 0 0 2 0 4 0 6 0 Mon 20 00 Tue 00 00 Tue 04 00 Tue 08 00 Tue 12 00 ll Incoming Calls max 5 last O B Outgoing Calls max 3 last O Bl Internal Calls max 2 last O B Phones inUse max 6 last O Digium Inc 156 Switchvox Queue Statistics Member Status Current Calls Waiting Past Statistics The Admin Suite Diagnostics Status The Queue Status tool provides information for each call queue in Switchvox Overall statistics member status and statistics and calls waiting in the queue This feature is only available in Switchvox SMB Queue Statistics show you how a queue has been functioning Current Calls Waiting Calls waiting in the queue Completed Calls Calls answered by a queue member Abandoned Calls Calls in the queue but hung up before being answered by a queue member Redirected Calls Call was redirected out of the call queue or the caller pressed 0 key or the call reached maximum timeout or the call was sent the maximum number of times or the call queue was at its maximum length Longest Queue Length Largest number of calls waiting in the queue at one time Average Entry Posit
108. dropdown Duration Simply choose the time limit of the recorded calls you would like to hear from the dropdown From Caller ID Enter the phone number extension or caller ID of the person who called you that you would like to hear the recorded calls from To Caller ID Enter the phone number extension or caller ID of the person who you called that you would like to hear the recorded calls from Recorded Account In this filter option you must choose either Phone Extensions Call Queues or Extension Groups from the dropdown and then choose which account from the lists that are displayed below the menu Click Run Filter to limit the Recorded Calls to the calls that match your filter Digium Inc 145 Switchvox The Admin Suite PBX Features Extensions PBX Features System Setup Diagnostics Call Recording Setup and manage which extension s calls you want recorded in your system 2 Tell me more about using the Call Recording feature Schedule a New Call Recording Enter Call Recording Settings Scheduled Call Recordings 1to2 of2 Recording Tag amp Extension Type Record For Keep For Date Created user initiated recordings All Extensions Initiated Calls 100 calls then delete 01 30 06 7 10 J Kilean Phone Extension 9 calls Forever 03 17 09 3 01 Recorded Calls Your disk is 7596 full 6 2 gb 8 4 gb A NA Delete Checked 0 50 M Recorded calls disk usage Mother gt Click to show filter options Recor
109. dynamic URL by entering variables so that the system builds the appropriate URL A dynamic URL can include IVR Action variables or system variables When using a variable make sure that a previous action has assigned a value to that variable otherwise nothing will be inserted into the URL To add a variable to the URL select it from the appropriate Possible Variables dropdown then click Append The variable will appear in the URL field When the URL is requested each 9o VARIABLE NAME is replaced with the value of that variable This feature is only available in Switchvox SMB URL Enter the URL to the remote processing script Use the Possible Variables options to append variables to the URL Timeout in Seconds Select the number of seconds to try playing the sound from the URL If Switchvox cannot connect with the remote script within that time Switchvox will quit trying and go on to the next action in this IVR This sound is interruptible Check this box if this is interruptible For details see Interruptible Actions Gate Keeper This action places a gatekeeper in the IVR that counts how many times a caller has traveled through the gate This is useful to keep callers from getting stuck in infinite loops or to trap callers that are trying to abuse the system Use a Conditional Clause action to check the count and send the caller to another IVR when they exceed the limit This feature is only available in Switchvox SMB
110. e Another Call You can put your active call on Hold and then answer another incoming call You can have as many as six current calls in the Switchboard even if your handset does not support that many Transfer Assisted amp Blind To transfer a call to someone in your Phonebook just click the call and drag it from Current Calls to the Phonebook entry You can transfer a call at any time even if you have the call on hold or the other extension is on an active call In an assisted transfer you would put the caller on hold call your co worker to let him know you d like to transfer a caller then complete the transfer In a blind transfer you would just drag the call to the Phonebook entry Transfer to Voicemail To transfer a call to your coworker s voicemail just click the call and drag it from Current Calls to the Phonebook entry s envelope icon This is handy if you know your co worker isn t able to take the call Record When you are on a call you can click to start and stop a recording of your call The recording is sent to your voicemail Mailbox where you can save or forward it on t forget it s up to you to let the other party know that you re recording the call Digium Inc 221 Switchvox Current Calls The User Suite The Switchboard eA x Phonebook FAR Bunches of Flowers lt 8585373333 gt active 00 hold 9 record i o Inactive Line Status Extended Away Message Please do not dis
111. e appropriate Possible Variables dropdown then click Append The variable will appear in the URL field When the URL is requested each VARIABLE_NAME is replaced with the value of that variable For example http www mybiz com cgi bin app cgi act sACCOUNTS amp pin PIN This script might verify the account number and pin then return a set of XML that includes the account information XML and Returned Values If your script returns a set of XML with values that you want to save and use you must enter the variable names in the boxes labeled 1 through 8 After Switchvox sends the call values to your script and collects the return set of variables those variables and their values are available for use on this call in this IVR menu The following is a sample DTD for the XML response from your script lt Switchvox PBX IVR xml DTD gt lt xml version 1 0 gt lt ELEMENT ivr_info variable gt lt ELEMENT variable PCDATA lt ATTLIST variable name CDATA REQUIRED gt The following is a sample XML response from your script lt xml version 1 0 encoding ISO 8859 1 gt lt DOCTYPE ivr info SYSTEM http www mybz com xml ivr dtd gt response result ivr info variables variable lt name gt balance lt name gt lt value gt 12323 lt value gt lt variable gt lt variable gt lt name gt first_name lt name gt lt value gt John lt value gt lt variable gt lt variables
112. e network as Switchvox open a Web browser and enter the URL of the User Suite https YourServerIPaddress main The Login page is displayed Enter your extension and password provided by your administrator Once you are logged in you may have to change your password If you do the strength of your new password is indicated to help you create a good password The next time you go to the User Suite log in using your new password To log out of the User Suite click Logout located in the upper right hand corner Click any help link to open a pop up window with information about a particular tool Help links are available as question mark icons and as text links 2 How do I use this page If a pop up window does not display set your Web browser to allow pop ups from the domain of your Switchvox server Digium Inc 181 Switchvox User Suite Navigation The User Suite Getting Started The User Suite navigation bar contains the following dropdown menus Settings Set up your account specify how you want to handle calls manage your Phonebooks and set up your own conference room Voicemail Fax Manage incoming and outgoing voicemail and faxes set up voicemail greetings and customize email notifications for voicemail Call History See logs of all calls to and from your extension and run usage reports digium switchy X SME EDITION Me Settings Settings Set up your memory dial list call blocking
113. e of the fields you would like included in the report or graph After you have chosen the desired fields you can The User Suite Call History choose how you want the report broken down By default the reports are broken down by date such that a data point is displayed for each day between the From and To date You can instead opt to have the report broken down by the Hour of Day the Day of Week or just one data point for the whole range by selecting Total Cumulative When you have finished specifying your criteria you can opt to have the report printed to the screen sent to your desktop as an xls file or view it in graphical form in a chart Settings Voicemail Fax Call Reporting Use this form to generate custom statistical reports about this extension s call history To Date 03 18 2009 FF rom dd yyyy From Date 03 1 7 2009 m mm dd yvyyy f Total Cumulative 44 Total Cumulative By Date Fields By Hour of Day sl IB By Day of Week Report Breakdown Total Number of Calls Total Number of Incoming Calls Total Number of Outgoing Calls Total Talking Time Total Call Duration Average Talk Time per Call Average Call Time per Call Hold down CTRL to select multiple iterns View Report Ouput to xls file Chart Report Digium Inc 219 Switchvox About Save Layout t The User Suite The Switchboard The Switchboard The Switchboard is a graphical display of what s happening on Switc
114. e the results of your test Salesforce com This panel provides integration with your Salesforce com account Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All of the extensions in the box on the right are allowed to use this panel Click Save Settings to save these settings and return to the main page Test your connection Enter your Salesforce com username and password and the phone number for a contact in your account Click Test Settings to see the results of your test Digium Inc 150 Switchvox Custom Panels The Admin Suite PBX Features Google Maps This panel provides integration with Google Maps Default Zoom Level Select the level of zoom to use The Switchboard user can always zoom in or out Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All of the extensions in the box on the right are allowed to use this panel Click Save Settings to save these settings and return to the main page Test your connection Enter a phone number to look up Click Test Settings to see the results of your test Custom panels let you build your own panel that integrates with any Web application you choose You can build the URL with Switchvox variables which pass caller data to the applic
115. e used to reduce the bandwidth used across multiple simultaneous calls however it must be enabled on both sides of the link This is useful when you have two systems peered together over IAX with heavy voice traffic If using commercial IAX services check with the provider to see if it supports trunking Enabling trunking on only one host will result in one way audio on phone calls Use RSA Authentication for Outgoing Before setting this option place your public RSA key on the remote host You can retrieve this system s public RSA key in the System Setup VOIP Providers section Digium Inc 44 Switchvox The Admin Suite System Setup Call Settings The Call settings determine how to manage calls with this provider Provider Codecs Some providers support more than the normal codecs These additional codecs may provide compression or other features that will save bandwidth or lead to better call quality Not all codecs are supported however Check with your provider before selecting another codec to be sure it is supported If your Switchvox is a peer with another Switchvox you can choose any audio codec Video calling is not available over IAX so video codecs are not available for selection The following table describes the audio codecs If you have Switchvox SMB and you have entered a License key for the G729 Codec in Machine Admin gt Digium Addon Products you will also see G729 in the list of codecs G722 is only available for
116. eatures System Setup Diagnostics URL Manager Send call values from the PBX to other web services 2 What can 1 do with the URL Manager Default URL Acceptable Variables for this URL f CALLER ID NAME E CALLER ID NUMBER CALLER ID NAME EXTENSION EXTENSION_TYPE On Incoming Call Event URL FEATURE DATA INCOMING_DID Acceptable Variables for this URL DIA OR VM_MSGNUM VM_MAILBOX Cluse the Default URL VM_DATE EVENT TYPE JOB ID On Route to Extension Event URL On New Voicemail Triggered when a voicemail message is left for an extension including a message forwarded from another extension This event requests the voicemail URL Note Setting XML values in the response to this request results in undefined behavior Return empty XML for this request On Checked Voicemail Triggered when an extension checks its voicemail This event could be used in conjunction with the On New Voicemail Event to track new voicemail messages and implement an escalation policy Note Setting XML values in the response to this request results in undefined behavior Return empty XML for this request On Agent Logged In Triggered when a queue member logs into a queue On Agent Logged Out Triggered when a queue member logs out of a queue On Call Hangup Triggered when a call is hung up This event can be used in conjunction with the JOB_ID variable to record the completion of calls that invoked previous URL events Note Sett
117. eb browser and Admin Suite enter the URL of the Admin Suite see The Switchvox Admin Suite URL https YourServerIPaddress admin The Login page for the Admin Suite is displayed digiuni switchy X SMB EDITION m Please log in to use the Tool Suite The first time you use the Admin Suite enter the default User Name and Password and click Log In User Name admin Password admin For security you are prompted to change the default password to a secure password The strength of your new password is indicated as you type to help you create a good password The next time you go to the Admin Suite log in using the User Name admin and your new password After you log in the main page of the Admin Suite is displayed Note If you have forgotten your password see Basic Server Functions To log out of the Admin Suite click Logout in the upper right hand corner Digium Inc 19 Switchvox The Admin Suite Getting Started Navigating the The Admin Suite navigation bar contains the following dropdown menus Admin Suite Extensions Manage all of your extensions and extension templates specify extension settings and manage extension groups and permissions PBX Features Set up and manage options such as music on hold time frames and IVR menus System Setup Configure hardware channels incoming call rules and routes and other settings that form the foundation of your Switchvox PBX Diagnostics See logs and
118. ed Phones b Configured Phones Remaining phone configuration tokens 150 gt Show Advanced Options Accept Checked Phones Reject Checked Phones o1 of1 Ir MAC Address Y Phone Info Ext Info ivi 00 04 f2 02 1a 5e IP Address 10 10 3 221 Extension 121 X Phone Brand Polycom First Name Culver Phone Model Not Reported 2 Last Name Moon Email cmoon mybiz com Template Default v 1 To assign an extension to a phone enter the extension in that phone s row You can use an existing extension as long as it is a SIP extension and has not already been configured for use by a phone If you know the phone s MAC address and the extension that belongs with it you can enter the extension on this page Do this for each phone that you know the extension for If you do not know the phone s MAC address pick up each phone s handset and follow the prompts to enter the correct extension for that phone When you are done go back to the Phone Setup page The Unconfigured Phones list now has an extension listed for each phone If an extension already existed the owner s name and other information is dis played If the extension does not exist enter the extension owner s first and last name and email address You can also select the Extension Template you want to use to create this extension or just leave it set to Default Digium Inc 31 Switchvox Configured Phones The Admin Suite System Se
119. eed dt Ner du Ele ded tuos 157 Queue Repose d xeu eov cata crate Bee wus sore ee Sedat it uae 158 Call Queue Reports xi car xr em nx en pee ee he 158 Call Queue Member ReportS o ococcccooc 158 Gall Log as ode ee Rr CRM ORR Stee hae eae EN VERRE EM 159 Gall REDOING taxa vues picada EE IUE NER ROCA E SER pee ieee 160 Scheduled Reposo a Mer eC Oro Eg uid 161 Hardware Monitor m mane aec ewe edie Xn re ee Pri ud 163 e tica mats ute Ruso UE ERES Beads uer rues MU ERN DEB 164 Advanced Debugging seed seeks ex eo idee dee RES 164 ESF EDO orti Aare a lala a ie eek Eua UE id 165 Machine Admin seda stale nce Boe Erde e ee ws el ee RON 166 Network Settings x veo zio Pad e Soda aiu e FIERE 166 Advanced Options Lose v ReevL Ib wIERI ie i 168 ACCESS COMM ua ie Lt baton O 169 Access Control Rules 2 eos e A ete eae ET 169 Creating an Access Control Rule oooocooooooo 169 Modifying an Access Control Rule 000 0s eee 171 Deleting an Access Control Rule o ooooooooooo 171 Set System CLOCK cine curd ance Helen RK We RARA eed 171 BACKUP Si02 Desa ve ud ts duo ee erede pdt 172 Creating a Backup Files Los logo ee aue ss ex oz 172 Creating Automatic Backups 0000 cece eee 172 Digium Inc Switchvox Restoring a Backup iso ecoute ae cA SUS t att hth ted 173 Restoring From the List a 3 lt e ved E b halo 174 Restoring From an Uploaded Backup File 174 Deleting a Backup Fi
120. en added and the new sound is included in the list of sounds In the sounds list on the main page check the boxes for the sounds that you want to delete then click Delete at the top of the song list Be sure that you do indeed want to delete these sounds then click Yes Delete Sounds The main page is displayed again with a message that the sound has been deleted Note If a sound box cannot be checked it is because it cannot be deleted The basic set of system sounds cannot be deleted In the sounds list check the boxes that you want to move select the folder the sound belongs in the dropdown at the top of the song list then click Move To The Sound Manager main page is displayed with a message that the sound has been moved If you have used the sound in IVRs or call queues Switchvox now accesses the sound from its new folder Note If a sound box cannot be checked it is because it cannot be moved The basic set of system sounds cannot be moved Digium Inc 140 Switchvox Extensions Sound Manager Sound Name The Admin Suite PBX Features PBX Features System Setup Diagnostics Hear Announcement Sound Description Script To hear our current service announcement press 2 What are the exact words of this recording Folder Sound Language Sound Source Extension to Ring for Recording Update Sound File About Sound Packs Managing Folders Main IVR Sounds English Record Over
121. ension File Extension Type SIP ww Extension Template Default v On Duplicate Extension Skip v Evaluate Import Extension Template This is the Extension Template that is used to create or update all of the extensions All of the values in the template are used for each of the extensions in the Extension File On Duplicate Extension This option specifies how to respond when an extension in the Extension File already exists on the system Skip Do nothing with the extension data in the file and skip to the next extension in the file Delete and Recreate Delete the existing extension in the system then create the extension with the values from the file and the chosen extension template Note only SIP Analog and Virtual extensions are affected by this For example if you have a Call Queue extension of 333 and have a line in your file to create an extension of 333 this line in the file is skipped even if you have Delete and Recreate chosen Update Information Update the existing extension with the values from the file and the chosen extension template Note the update is only applied if the extension types are the same For example if you have an existing Virtual extension of 100 and have a line in your file to create a SIP extension of 100 this line in the file is skipped even if you have Update Information chosen Click Evaluate Import to evaluate the Extension File and see what will happen if you import the f
122. ensions Login Logout toggle Check this box if you want people to call this extension to be logged in or out If already logged in callers are logged out If logged out they are logged in Using this option you do not need a separate A gent Log Out extension Always prompt agents to enter their login extension Check this box if you want people to enter their extension to log in This is useful if you have people who share work areas and phones or if you have virtual extensions that are used by different people Affect virtual extension login logout status Check this box if you want this log in action or log out if toggling to affect virtual extensions For example if a virtual extension is logged into a phone and into a queue should the action of logging out apply to the virtual extension or just the queue Agent Log Out Extensions An Agent Log Out extension is used to log an extension out of call queues and or to log a virtual extension out of a phone This feature is only available in Switchvox SMB Agent Log Out Extension Enter a unique number for this extension For information about the extension number length see Extension Settings Queues to Affect Highlight the queues that a caller should be logged out of when calling this extension Hold down CTRL to highlight multiple queues Check Affect All Queues if you want that to be true If you don t want to affect call queues with this Agent Log Out do not select any qu
123. equires intercom support on the handset receiving the call Define the basic Intercom settings Define Which extensions can use this feature and define which extensions can receive these calls from the authorized extensions Digium Inc 83 Switchvox The Admin Suite Extensions More about using the intercom u Intercom Settings Intercom Extension 2 digits in length aca Alert Info header What s this Timeout What s this Intercom Paging O 2 way Intercom 1 way Paging Play beep sound first Oves Ono What s this Choose sound to play Folder Sound to Play Selected Sound Description a Intercom Users and Admins that can use the intercom Which can they intercom Group Name Members Justine Kilean d Default use Jane Doeson John Smith Gilbert Brown Agner Witt Spencer Flemming Newton Degenhardt Webster Savage Posey Podolsky Ortiz Schuster Create Intercom Group Digium Inc 84 Switchvox Extensions Manage Extensions The Admin Suite Extensions Fax Sets a system extension as the sender of the fax and then sends a fax The fax is stored in the Sent Faxes of the designated extension Check Require extension password if you want to require the sender to enter the password for the designated extension This feature is only available for Switchvox SMB PBX Features System Setup Diagnostics This feature code is used to set a system extension and then send a fax
124. erver types Digium Inc 200 Switchvox The User Suite Voicemail Fax 4 Check the box for Manually configure server settings or additional server types 5 Click Next The Choose E mail Service window is displayed Add New E mail Account Choose E mail Service Internet E mail Connect to your POP IMAP or HTTP server to send and receive e mail messages Microsoft Exchange Connect to Microsoft Exchange for access to your e mail calendar contacts faxes and voice mail Other Connect to a server type shown below 6 Select Internet E mail 7 Click Next Digium Inc 201 Switchvox The User Suite Voicemail Fax The Internet E mail Settings window is displayed Add New E mail Account Internet E mail Settings Each of these settings are required to get your e mail account working User Information Test Account Settings Your Name Justine Kilean After Filling out the information on this screen we recommend you test your account by clicking the E mail Address 101 192 168 0 100 button below Requires network connection Test Account Settings Server Information Account Type IMAP Incoming mail server 192 168 0 100 Outgoing mail server SMTP 192 168 0 100 Logon Information User Name 101 Password pete Remember password C Require logon using Secure Password Authentication SPA More Settings 8 Enter your name and
125. ese tools unless requested by a Switchvox Service Representative Debugging sessions include SIP PRI or ACLI information The new user features add flexibility and offer great tools for organization Voicemail Greetings You can customize multiple voicemail greetings specify which greeting should be active and assign different greetings to play when you are unavailable versus on the phone See Voicemail Options Organized Phonebooks You can create and manage multiple phonebooks to keep your contacts organized You can also see each contact s Additional Numbers that they publish and create and modify your own additional numbers for them See Phonebooks Additional Numbers You can set up your own Additional Numbers so that co workers can easily call you at the numbers you publish your mobile phone or an extension on the manufacturing floor See My Profile Call queue improvements You can log into out of and pause your status on each queue When you pause your status you can add a comment to let people know when you might be back See Queue Panels Digium Inc 13 Switchvox Switchboard Features Feature Removed Conference Announcement A caller can record his name before entering a conference room Then when he enters and exits the conference room the recording is played See Conference Setup The new Switchboard features give you some great organizational options and more one click options to Switc
126. et the following options the same way Callback Extension Leave this blank Default Fax Extension SIP only Leave this blank DTMF Mode SIP only RFC2835 Incoming Authentication Type IAX only MD5 Caller ID Name and Number IAX only Leave these blank Host Type Peer Host is a Switchvox PBX Yes Treat system s users like local users Yes Apply Incoming Call Rules to Provider No Outgoing Call Rules check the box for Allow Internal Qualify Hosts Yes Scroll down and click the Add Provider button to save your changes and add the new provider 3 On each Switchvox set up an Outgoing Call Rule to the other Switchvox Select System Setup Outgoing Calls and click Add New Outgoing Rule In the new outgoing rule on the London Switchvox Rule Name Boston Switchvox Is this rule final Yes Pattern to match Number begins with the digits 4 The rest of the number must be between 2 and 2 digits in length Leave the remaining two fields blank Call through Select the new VOIP Provider Boston Switchvox Allow all existing extensions to use this rule Yes Digium Inc 47 Switchvox Downloading and Renaming your RSA Key Setting an RTP Port Range The Admin Suite System Setup In the new outgoing rule on the Boston Switchvox Rule Name London Switchvox Is this rule final Yes Pattern to match Number begins with the digits 2 The rest of the number must be between 2 and 2 digits in length Le
127. eues Do not require password to log out Check this box if you want this to be true When people call this extension they are logged out without having to enter a password Affect virtual extension login logout status Check this box if you want this log out action to affect virtual extensions For example if a virtual extension is logged into a phone and into a queue should the action of logging out apply to the virtual extension or just the queue Digium Inc 94 Switchvox Extensions Manage Extensions The Admin Suite Extensions PBX Features System Setup Diagnostics Agent Log Out Extension e 3 digits in length Queues To Affect Customer Service 611 Technical Support 612 O Affect All Queues O Do not require password to logoff O Affect virtual extension login logout status Create Extension Modifying one Extension Deleting one Extension Creating amp Updating Multiple Extensions To modify an extension click on Modify for that extension You can modify all of the extension information except for the extension number If want to change the extension number you must delete this extension and create a new one To delete an extension click on Delete for that extension To keep a copy of the extension s voicemail click Download Voicemail Archive and save a copy of that file Be sure that you do indeed want to delete the extension and its voicemail then click Yes Delete Extens
128. eviously set variable Wait This action adds a delay before the next action Wait time in seconds Enter the number of seconds to wait before continuing to the next action This wait is interruptible Check this box if this is interruptible For details see Interruptible Actions Give Busy Signal This action gives the caller a busy signal for the number of seconds specified The busy signal is not interruptible but it does not hang up the call After it plays the IVR continues as normal Signal Timeout in Seconds Select the number of seconds that the busy signal plays Hang Up This action hangs up the call There are no settings for this action just click Save Settings to save this action and go back to the Current Actions page Dial Extension This action dials an extension The caller leaves the IVR and rings that extension At that point the extension s Call Rules apply Extension to Dial Select a previously set variable or enter an extension Send to Voicemail This action sends the caller to the voicemail box of an extension Extension to Dial Select a previously set variable or enter an extension The caller is sent to this extension s voicemail Digium Inc 116 Switchvox The Admin Suite PBX Features Send to External Number This action sends a caller to an external number Number To Dial Select a previously set variable or enter an external phone number Outgoing call rules for this number Check the b
129. ext password YourDomain 631 printers faxprinter Where ext is your extension password is the password that you use to log into the Switchvox User Suite or to collect your voicemail and YourDomain is the domain that you normally use to go to your Switchvox User Suite This may be an IP address or a domain name For any operating system use a generic postscript printer driver Our suggestion for Windows based operating systems is the driver from IBM IBM Network Printer 17 PS For Linux and Macintosh based operating systems you should choose a generic postscript printer driver Sample Printer Setup The following pages give an example of setting up a Switchvox fax printer for a computer running a Windows XP Professional operating system Digium Inc 211 Switchvox The User Suite Voicemail Fax 1 From the Start menu go to Printers and Faxes The Printers and Faxes window is displayed 2 Printers and Faxes File Edit View Favorites Tools Help a Q Back Y 27 ya Search gt Folders ies Address V5 Printers and Faxes kd o Ja mo Printer Tasks Sa a Adobe PDF Dell Printer 5100cn PS 3 Add a printer S See Also Microsoft XPS Document Writer 2 Troubleshoot printing Q9 Get help with printing 2 Click Add a Printer The Add Printer Wizard is displayed Add Printer Wizard Welcome to the Add Printer Wizard This wizard helps you install a printe
130. ffer with a dynamic window size when the call is terminated on Switchvox Try this option first if you have audio quality issues Always Always enable the jitterbuffer with a dynamic window size This may be useful if you are using phones or other SIP devices that do not have their own jitterbuffer When Needed with Fixed Window Intelligently enable the jitterbuffer with a fixed window size This may be useful if jitter is sporadic yet sudden Or if you need to mask problems with poorly configured routers that cannot implement QoS Always with Fixed Window Always enable the jitterbuffer with a fixed window size Select this if all else fails Note that this just masks over the underlying issue It s best to fix the jitter problem itself instead of using this option Digium Inc 39 Switchvox The Admin Suite System Setup Allow Reinvite We strongly recommend leaving this set to Never Enabling this option is incredibly risky and will likely result in sporadic one way audio dropped calls or not being able to place calls This lets Switchvox redirect the media stream of some calls bypassing the PBX and passing directly between both participants This may offer bandwidth and quality improvements in certain scenarios but it s extremely risky This feature is only available in Switchvox SMB Never This is the safest setting that presents the least likelihood of trouble Always The PBX directs media streams between particip
131. finished rebooting When your phone reboots and comes back online it appears in the Unconfigured Phones list in Phone Setup See Unconfigured Phones for further instructions IMPORTANT To configure phones that are external to your network Switchvox must be accessible outside of your network over port 80 Please contact your network administrator for information about how to do this Digium Inc 33 Switchvox The Admin Suite System Setup VOIP Providers This lets you manage your Voice Over Internet Protocol VOIP Providers VOIP providers can be either commercial VOIP phone services or other VOIP hardware such as a peered Switchvox There are two types of VOIP providers SIP or IAX These are two common protocols used for placing phone calls over the internet If you are unsure which protocol to use ask your service provider Extensions PBX Features System Setup Diagnostics VOIP Providers Manage VOIP Providers 2 Add New SIP Provider v EN VOIP Providers 1to 2 o0f2 Provider Type Provider Name Y AccountID Hostname Callback Extensior 1 IAX Junction Networks svtesting iax jnctn net 800 2 IAX Peer with Partner devs di switchvox com 800 RSA Key Download Current RSA key pbx9183 OR RTP Port Range From 10000 to 20000 ERN Adding a SIP Select SIP Provider from the Add New dropdown then click Go The Add a New Provider SIP Provider page is displayed Enter the information identifying the new
132. fo C IP Address 10 10 3 221 Extension 121 L Phone Brand Polycom First Name Culver F Phone Model Not Reported Y Last Name Moon Email cmoon mybiz com It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Digit Map Options When your phone gets configuration files from Switchvox then Switchvox provides digit map settings for your phone based on the extension lengths your system uses and typical US provider dialing requirements Digium Inc 32 Switchvox Making Phones Visible to Switchvox The Admin Suite System Setup Extension length This is the setting your digit map uses for dialing extensions on Switchvox By default this is the length of the longest extension You might change this if you have two PBXs that are peered together and they use different extension lengths Use 10 digit local dialing Some providers require 10 digits to be entered even for local dialing If this is the case for your provider you should check this box Custom Digit Map You can specify a custom digit map for one or both kinds of phones Polycom or snom If you do this Switchvox ignores all the other rules for creating a digit map and pushes the custom digit map to the appropriate phones Phone Discovery Options DHCP Sniping Polycom phones with SIP Applications prior to 2 2 2 do not support DHCP INFORM To configure these older phones Switc
133. folder or option name to see the menu details in the IVR Menu Details section IVR Menu Details This normally displays the name and description of the menu followed by a list of the actions and a list of the options Or if you clicked on an action from the IVR Tree this displays the details for that action Digium Inc 108 Switchvox The Admin Suite PBX Features E Extensions PBX Features System Setup Diagnostics IVR Editor Select Starting IVR Menu Main YA 800 v IVR Menu Name Extension IVR Tree IVR Menu Details n Main IVR IVR Menu Name Main IVR U Play Sound z Time Based Clause Description i Play Sound Edit IVR Menu Delete IVR Menu xi VU Play Sound Play Sound Actions pn UJ Play Sound i J Play Sound U Play Sound Greeting Listen for options Gg Time Based Clause During Business Hours Start at Main a 4 EM U Play Sound Dial Extension Interruptible ax C 1 Dial Directory W Play Sound Use the Directory Interruptible ax C2 Play Service Announcement E e a 3 Customer Service UJ Play Sound To hear Service Announcement 7 UY Play Sound For Customer Service Interruptible UJ Play Sound To hear Main Menu znterruptible Listen for options Modify Actions Creating a New Select Create New IVR Menu from the dropdown and click Go This displays the
134. for the sound type that is played when a caller enters and exits your conference room Only Sound Only a sound is played no information about the caller Sound with Caller Name The caller is prompted to record his or her name The recorded name is then played along with a sound Sound with Caller Name user review option This is the same as Sound with Caller Name but it gives the caller an opportunity to listen to the recorded name then accept or re record it before joining the conference room Digium Inc 194 Switchvox The User Suite Settings Settings Voicemail Fax Call History Conference Setup a General Settings what is this for Your Conference Room Number E 5 digits v Play sound when people enter leave Sound type Sound with Caller Name user review option 2 O Play Music On Hold when only 1 member is in the conference Conference members may press amp and be sent to extension A a Admin Settings Zhen me more about admins All Available Accounts Conference Admins 103 John Smith 101 Justine Kilear 104 Gilbert Brown 102 Jane Doeson 105 Agner Witt 106 Spencer Flemming 107 Newton Degenhardt 108 Webster Savage 109 Posey Podolsky 110 Ortiz Schuster 111 Harvey Culver 112 Webb Sanderson Cl only allow conference admins to talk O Hang up conference when all conference admins leave O Users can not talk until a conference admin is in the
135. ftware After you select a time zone the system formats the hard drive and installs the software When that is complete you are prompted to reboot First remove the installation CD from the drive and then press enter on your keyboard to reboot Digium Inc 16 Switchvox Configuring Your Network The Admin Suite Getting Started When you first turn on the Switchvox server you are prompted to specify how the network device is configured Static IP or DHCP We recommend using a static IP address Because Switchvox is a server it is important that you assign it an IP address that does not change after it has been configured and users are connecting to it If you use Dynamic Host Configuration Protocol or DHCP we recommend that you configure your DHCP server to reserve an IP address just for Switchvox Using a Static IP Address Using a static IP address is the most reliable way to ensure your server s IP address does not change Ask your network administrator for your IP addressing information including the IP address netmask gateway or router and DNS server Note To find an IP address that is not in use on your network and will not be used for another client by the DHCP server or used by some other devices go to the following web site and look at the information for your particular router http www portforward com routers htm With your IP addressing information in hand go to your Switchvox server Be sure that s
136. gium Inc 103 Switchvox The Admin Suite Extensions Can Intercom Let the managing extension initiate an intercom connection with the managed extension Extended Permissions Once you have created a permission set check the boxes for each permission that should be granted If you make changes to the permissions click Save To change the permission set click Edit The extension boxes are reset with this permission set and you save your changes or cancel the editing After these permissions are set up the managing extension owners need to add the managed extensions to the Extended Entries section of their Phonebooks Digium Inc 104 Switchvox Music Managing Music On Hold The Admin Suite PBX Features PBX Features The PBX Features let you set up and manage the features of Switchvox such as Music on Hold Time Frames and IVR menus On Hold Music On Hold MOH lets you set up audio program s for callers to hear when they are not actively on a call i e on hold waiting in a queue parked or being transferred Although the audio in MOH is referred to as songs you can also include custom announcements and update them as often as you like It s a great tool for communicating with your customers MOH is organized in groups of songs Most MOH situations use the default group which you can customize by adding and deleting songs MOH in a call queue can use any group For example you can create a MOH grou
137. gium Inc 66 Switchvox Creating One Extension The Admin Suite Extensions Intercom Paging An extension to make an announcement on a group of speaker phones Targeted phones do not ring they answer immediately in speaker phone mode This extension type lets you define which phones participate in the paging group and who is allowed to dial it Note You must have compatible correctly configured handsets to use this option For details see Intercom Paging Extensions This feature is only available in Switchvox SMB Directory A directory of all phone type extensions To use the Directory a caller is prompted to type in the first three letters of a first or last name and is presented with a list of matching extensions For details see Directory Extension Voicemail Access The voicemail access extension Note This is not an extension to leave a voicemail message it is only for retrieving voicemail For details see Voicemail Access Extension Call Parking An extension where a call can be parked and retrieved from another phone For details see Call Parking Extensions Dial Tone An extension that presents the caller with a dial tone This is useful for SIP phones that have an automatic dial feature Setting a phone to automatically dial the Dial Tone extension makes it easier to perform certain operations on the Switchboard interface For details see Dial Tone Extensions Feature Code An extension that lets you do a
138. h it This way you can have one Phonebook entry for a person and have all of their contact numbers included in that entry The Additional Numbers are available via a dropdown the blue plus sign in the Switchboard Phonebook entry This feature is only available in Switchvox SMB To see and modify Additional Numbers for an entry click the entry s Show button 2 t 104 Gilbert Brown SIP Extension Hide Additional Numbers 2 Move Icon Title Number Edit Delete Hide Cc Ch E Mobile 5552223456 O co Add A Number Additional Numbers can be entered by an extension owner or you can enter them in your Phonebook entry Additional Numbers entered by an extension owner are available when you add the extension to your Phonebook These numbers appear as locked and cannot be edited but you can choose to hide them in the Switchboard Additional numbers that you add to your Phonebook entry can be edited and deleted You can also copy any Additional Numbers including the owner s numbers and then edit or delete the copy My Profile Your profile includes Additional numbers that are used to help others in your organization find you when you are away from your desk For example you can add your mobile phone number your home phone number or even another extension that you use frequently Numbers added here are shown in your co workers Phonebook entries This feature is only available in Switchvox SMB To create a new number
139. h the IVR s extension Call the extension yourself listen to the sounds that are played and try to dial an extension Call several times choosing each of the different options You can test Option 3 and the Time Based Clause by changing your Time Frame Outside Business Hours for details see Time Frames Or change the Time Based Clause in Main IVR to During Business Hours check to make sure you get the correct behavior for outside of business hours then change the Time Based Clause back to Outside Business Hours A Working IVR To set up Switchvox so that Main IVR answers all of your calls set your Callback Extension to 800 the extension we gave Main IVR That setting is available on your VOIP provider page or in Channel Admin depending on how your main phone number is handled Digium Inc 137 Switchvox The Admin Suite PBX Features Sound Manager The Sound Manager lets you create upload modify and delete all of the sounds in Switchvox other than Music On Hold It also lets you organize your sounds in folders and manage the same sounds that are in different languages Sounds can be uploaded from your computer or recorded over any phone that s connected to Switchvox Use the main page of the Sound Manager to see and manage your sounds View all sounds View all of the sound packs folders or languages View all sounds within a folder Add a new sound sound pack folder or language Note You are not all
140. has assigned a value to that variable otherwise nothing will be inserted into the URL To add a variable to the URL select it from the appropriate Possible Variables dropdown then click Append The variable will appear in the URL field When the URL is requested each 9o VARIABLE NAME is replaced with the value of that variable This feature is only available in Switchvox SMB URL Enter the URL to the remote processing script Use the Possible Variables options to add variables to the URL Sound to Send Select a previously defined sound variable from the dropdown Timeout in Seconds Select the number of seconds to try sending the sound to the URL If Switchvox cannot connect with the remote script within that time Switchvox will quit trying and go on to the next action in this IVR Digium Inc 113 Switchvox The Admin Suite PBX Features Merge Sounds This action merges multiple sounds together into one sound variable This feature is only available in Switchvox SMB Sounds To Merge Use the Existing Sounds and Sound Variables options to put sounds into the boxes numbered 1 through 10 The sounds are merged in this order Variable Name for Merged Sound Enter a unique name for this sound variable one sound that includes all of the above sounds merged Play Sound From URL This action downloads a WAV sound file from a URL then plays the sound You can enter a static URL that is always the same or you can create a
141. he IVR menu is active You don t have to start at the beginning of the menu This extension can be dialed from an IVR This extension can be dialed directly from an IVR That IVR must have the Allow Extension Dialing option enabled Simple Conference Room Extensions This extension provides a single conference room for anyone who calls or is transferred to this extension Fill in the following information to define your new extension Conference Room Extension Enter a unique number for this extension For information about the extension number length see Extension Settings This extension can be dialed from an IVR This extension can be dialed directly from an IVR That IVR must have the Allow Extension Dialing option enabled Play sound when people enter and leave Check the box if you want this to be true Digium Inc 73 Switchvox Extensions Manage Extensions The Admin Suite Extensions PBX Features System Setup Diagnostics Conference Room Extension 4 digits in length O This extension can be dialed from an IVR 2 What does this mean O Play sound when people enter and leave O Play Music On Hold when only 1 person is in the conference Conference participants may press to be sent to extension A Create Extension Play Music On Hold when only 1 person is in the conference room Check the box if you want this to be true Conference participants may press to be sent to extension Enter the e
142. he Sound Manager This overwrites an existing user sound file in the Sound Manager it cannot overwrite a system sound This action can be used to re record stored sounds such as information updates CAUTION When the IVR reaches this action it immediately stores the chosen sound in the Sound Manager overwriting the existing sound You probably want to do something to limit the access to this action i e require a pass code first This feature is only available in Switchvox SMB Folder Select the Sound Manager folder that the sound should be stored in Language Select the Sound Manager language that the sound should be stored in Sound to Store as Select the Sound Manager sound file that should be over written This dropdown only includes the sounds available in the folder and language that you select You cannot select system sounds Recorded Sound to Store Select a previously defined sound variable that should be stored in the Sound Manager as specified above Upload Recorded Sound This action uploads a sound to a remote Web server Two things are required the URL of the remote upload processing script and an existing IVR sound variable You can enter a static URL that is always the same or you can create a dynamic URL by entering variables so that the system builds the appropriate URL A dynamic URL can include IVR Action variables or system variables When using a variable make sure that a previous action
143. he Sound Manager can be uploaded or recorded in all the available languages Your sounds hi hola and ciao sounds are grouped together because they say the same thing to the caller The pre configured default language is English and there is a set of system files tagged English Adding a New Language To add a new language select Language from the Add New dropdown Enter the language name then click Create Language The Sound Manager main page is displayed with a message that a new language has been added Modifying a Language To modify a language click its Modify button Make your changes then click Modify Language The Sound Manager main page is displayed with a message that the language was modified Deleting a Language To delete a language click its Delete button Be sure that you do indeed want to delete this language and all of the sounds associated with it then click Yes Delete Language The Sound Manager main page is displayed with a message that the language was deleted Setting a Default Language To set a language as the delete language click its Set as Default button The page is refreshed with a message that the sound pack was successfully activated Now the sounds labeled with that language are played If there is no sound available in that language Switchvox uses the English system sound file WARNING Changing the Default Language automatically causes the Switchvox software to restart All c
144. he top of the list You are prompted to enter a fax number Enter the number for the fax machine you want to send this fax to then click Send Fax IMPORTANT When you enter the fax number be sure to prefix any digits that you normally use to dial out Your fax is in the Outbox folder while it is being sent and moved to the Sent folder when it has been successfully sent If Switchvox cannot reach the other fax number to send your fax successfully it remains in the Outbox folder Note Switchvox sends fax notification email messages These notification messages show the status of your fax A Pending fax is still being sent a fax may be Pending for a little while if Switchvox has to try multiple times a Sent fax has been sent successfully and a Failed fax was never received by the fax machine at the number you indicated For details on setting up fax notifications see Fax Options To preview page of a fax click Preview To view or download an entire fax click Download This marks the fax as Read it is no longer shown as bold To delete faxes or mark them as read or unread check the box for each fax that you want to affect Then click the appropriate icon at the top of the list If you delete faxes you are prompted to verify the action Be sure that you do indeed want to delete the faxes then click Yes Delete To move faxes to a different folder check the box for each fax that you want to move select the folder where the
145. his extension set up Call Rules with a secret code Unpark Calls Let this extension retrieve calls that have been parked Forward Calls Let this extension set up Call Rules that forward a call to another phone number or extension Cascade Calls Let this extension set up Call Rules that cascade a call to another phone number or extension When you cascade a call if the call is not answered then the next Call Rule is applied Ringall Let this extension set up Call Rules that ring several phone numbers or extensions at once Voicemail Forwarding Let this extension automatically forward all of its voicemail messages to another extension or extension group This feature is only available in Switchvox SMB Digium Inc 71 Switchvox The Admin Suite Extensions Custom Voicemail Email Let this extension customize the email message templates used for its voicemail notifications Switchboard Chat Let this extension open and use the Switchboard Chat Panel Outgoing Call Rules Specify which of the outgoing call rules you want this extension to be able to use Check Allow to allow this extension to use the rule Check Deny to deny this extension use of this rule Leave both boxes unchecked to let this extension bypass this rule For details see Outgoing Call Rules a Outgoing Call Rules 2 Help with outgoing call rules Rule Name Allow Deny International O 1 900 Numbers O Toll Free O Long Distance O Local O 911 O Internal
146. hola then you would modify the English hi by adding the Spanish sound That lets you keep the same sounds in different languages grouped together To add a completely new sound select Sound from the Add New dropdown and click Go Define the new sound with the following information PBX Features System Setup Diagnostics Sound Description Script What are the exact words of this recording Folder Sound Language Sound Source Extension to Ring for Recording IVR v English iv Record Over Phone o 2 ETE Sound Name Enter a unique name for this sound Sound Description Script Enter the words of this recording This is displayed when you mouse over the sound name in the list of sounds Folder Select a folder for this sound Sound Language Select the language that is used in this sound Sound Source Select Record Over Phone or Upload File If you chose Record Over Phone enter the extension to ring then click Record Make your recording then hang up the phone or press Digium Inc 139 Switchvox Modifying Playing a Sound Deleting a Sound Moving a Sound into a Folder The Admin Suite PBX Features If you chose Upload File browse your computer to identify the sound file Click Save Sound If you are uploading a file the transfer begins The system redisplays the Sound Manager main page with a message that a new sound has been added
147. ht lookup the caller s phone number in your company s user database then return the URL of the caller s user record Digium Inc 64 Switchvox Manage Viewing Extensions The Admin Suite Extensions Extensions The Extensions tools let you manage the extensions on your system add new ones and use templates and settings to customize your extensions Extensions Extensions are the numbers used by Switchvox to send a caller to various destinations There are many different types of extensions including extensions for phones IVRs call queues etc The Manage Extensions tool shows the extensions that are currently in Switchvox and lets you create edit and delete extensions When you first set up Switchvox there are several predefined extensions We suggest that you leave those extensions in place until you are sure that you do not want to use them 2 How do I use this page Create A New Extension Bulk Import Extensions View All Extensions ie All Extensions Only Phones All Es Only IVRs Only Call Queues Exter Only Agents Name 411 Only Virtuals ory Default Group 700 Call Parking 701 thru 799 800 IVR Main IVR 899 Voicemail Voicemail 1001 SIP Extension Justine Kilean 1020 E SIP Extension Jane Doeson 1030 amp SIP Extension John Smith There are several ways to view the extensions in Switchvox By default you see all of the extensions listed by extension number in ascending or
148. hvox It shows your own calls your coworkers calls call queue activity and your parking lot You can drag and drop to transfer calls and one click lets you make a call pick up calls record or monitor calls log in and out of call queues and more In addition to all of the Switchvox interaction the Switchboard is also Web Aware which means that you can integrate other web applications with your call activity Built in panels bring SugarCRM Salesforce and Google Maps to the Switchboard and you can build custom panels that use the URL of your choice This feature is only available in Switchvox SMB To open your Switchboard click Launch Switchboard in the upper right corner of your User Suite logout Extension 101 Q Launch Switchboard Call History In the upper right of the Switchboard you can see the number of voicemail messages that you have new and old There is also an Options menu that lets you control your Switchboard Your Switchboard lets you have up to 6 active lines on your extension in the Current Calls panel regardless of your phone s capabilities he Options Menu The Options menu lets you control your Switchboard gt digium switchy X E options v SUITCHEOARD Save Layout Current Calls d d 2 7 Panels Inactive Line My Presence Save Layout lets you save your Switchboard layout The next time you open the Switchboard the window is the same size and the
149. hvox features See The Switchboard Chat Panel The chat panel includes the company directory for easy communications Company Directory Panel The Company Directory panel offers type to find to help you quickly find your co workers extensions Multiple Phonebook Panels Each of the your Phonebooks is available as a Switchboard panel Centralized presence Across peered Switchvoxes Phonebook entries show consistent Presence and call details Presence Settings Presence settings include Available Away includes a comment Chatty Extended Away includes a comment Do Not Disturb One click options These features are now available with quick one click access in your Switchboard panels Phonebook entries let you dial additional phone numbers Extended entries let you Barge and Whisper into a call n out pause queue status icons let you set your status for each queue including a comment for a paused status The extension type Call Queue Agent has been removed If you have extensions of this type you can still maintain them However we recommend using a Virtual extension instead which offers the same features as the Call Queue Agent but without the limitations See Phone and Virtual Extensions Digium Inc 14 The Admin Suite Switchvox Installi Installing the Software from CD ROM The Admin Suite Getting Started Getting Started Welcome to Switchvox the world
150. hvox must be more aggressive usurping your network s DHCP server Once the phone is upgraded Switchvox returns to normal behavior It s probably safe to leave this option enabled but if your DHCP server reacts poorly when older phones are configured disabling this option might help If Switchvox cannot discover your phone you cannot see your phone in the Unknown Phones list you need to manually point the phone to the Switchvox server For Polycom phones Reset the phone back to its factory defaults then set the network configuration Server type to HTTP and the Server Address to SWITCHVOX_IP_ADDRESS pc For example if Switchvox has an IP address of 192 100 0 1 then set the server address to 192 100 0 1 pc See your phone s user manual for instructions on how to accomplish this For snom phones Reset the phone back to its factory defaults then set the Setting URL to SWITCHVOX IP ADDRESS pc PHONE MAC ADDRESS xml For example if Switchvox has an IP address of 192 100 0 1 and the phone has a MAC address of 00 11 11 AF 2A EA then set the Setting URL to 192 100 0 1 pc 00 11 11 AF 2A EA xml See your phone s user manual for instructions on how to accomplish this After those changes make sure that the phone is rebooted Rebooting can take as much as 10 minutes and it is important that you let it finish completely If the date and time are shown on your phone s display that indicates that your phone has
151. ial Directory i4 s xcs eases e REPERI 130 Option 2 Play Service Announcement 5 131 Option 3 Customer Service 000 eee eee eee 132 Option 3 Customer Service Time Based Clause 133 Dial CS VolcBImall utro e t a Ra Rb erc aeq ats 134 Go to IVR Menu Dial GS osse Ate 135 Dial CS ei A EN 136 Extensions doe icc outa A a E DE RUM ae e 137 TOStING s ee e ERR M OE RR IRA RR a RR 137 Pe Working IVR Sees ni re S eR ROTER DER OUR SE 137 Sound Manager 53 chui o demas e dubia Addo ade 138 Adding a Sound s s vemm ain ow gto dre deret ua etit exse gad 139 Modifying Playing a Sound 00 00 ees 140 Deleting a SOU o c eon eax PERERA 140 Moving a Sound into a Folder 00 00 a 140 About Sound PACKS Teer pio Stob eed ahh ue Salen i ate Sage Hed env 141 Managing FOIOS ad uei a md hed ee oa Se ER eed 141 Adding a New Folder 22 css eo ia EE eee ee Sa d 141 Modifying a Folder a c to a os de e o a EE 141 D leung a Folder reo RR t X tee EIS A 142 Managing Languages s sus oe 4 eo Ses ovg E uke 4G oe alge 142 Adding a New Language 200 eee ees 142 Modifying a Languages iras a 142 Deleting a Language irc rmx li 142 Setting a Default Language 00 e eee eee 142 TIERE Frames cd Geena cies a oe ae Rea de eae P MEN EIE 143 Creating a New Time Frame 00 0 c eee ees 143 Editing a CImpEraragss 2 ees Gees wei Ak e ise eS uS 144 Dig
152. icemail Forwarding 12 Tell me more about this O Enable Voicemail Forwarding Save Forward Settings lt Digium Inc 208 Switchvox The User Suite Voicemail Fax Fax Options Settings Fax Options Fax Options let you set up multiple email addresses to be notified when you have received a fax This is useful if you want to be notified at both your work and personal email addresses or if you want your administrative assistant to be notified You can also enter a Fax Header to be sent with each fax that you send For example Digum Inc 877 546 8963 Fax 858 555 1212 This is the information that is printed along the very top of your fax pages not to be confused with a cover page If this extension is really a fax machine and won t make any voice calls check the box This extension only sends faxes This feature is only available in Switchvox SMB You must install a fax license and the fax software to make faxing available For details see Digium Addon Products Voicemail Fax Call History 1 Fax Notification Options Add New Notification Email Email Modify Delete 1 justine mybiz com ES 2 Receiving Sending Options 2 O This extension only sends faxes Fax Header Digum Inc T 877 546 8963 F 858 555 1212 gt Show Advanced Options Save Fax Options Digium Inc 209 Switchvox Advanced Options Creating amp Sending a Fax The User Suite Voicemail Fax
153. ider gave you it should ring the Callback Extension Note The following table translates Asterisk configuration file variables to this phone system s IAX Providers fields Asterisk IAX Provider Field label AX Provider Label username myuser Your Account ID secret mypassword Your Password or incoming password host iax provider com Hostname IP Address type peer not used context notused replaced by Callback Extension auth rsa Incoming Authentication Type inkeys keyname RSA Authentication Key callerid John Doe lt 5551212 gt Caller ID Name and Caller ID Number disallow all Provider Codecs all ulaw allow alaw Advanced Options It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Peer Settings The Peer Settings determine the relationship with this provider Registration Type This setting controls registration between this Switchvox and the remote host Provider is the default setting where this Switchvox sends registration to the remote host Client is the setting where the remote host is the client and it sends registration requests to this Switchvox Peer is the setting for peered hosts that do not need to register If you choose Peer make sure that both hosts have static IP addresses Host is a Switchvox system If this VOIP Provider
154. ile Digium Inc 97 Switchvox The Admin Suite Extensions Bulk Import Extensions Evaluation When you click Evaluate Import Switchvox opens your Extension File and evaluates it against the extensions that already exist The results are shown with how many extensions will be created how many are duplicates and what will be done with those duplicates and how many are invalid and cannot be created If you have invalid extensions check your Extension File for formatting problems or errors Be sure that your extension numbers are the same length as specified in Extensions gt Extension Settings If you want to proceed with the import click Yes Process Extensions Extensions PBX Features System Setup Diagnostics Manage Extensions Bulk Import Extensions The following is an evaluation of the Extension File import The actual number of extensions t be less if there are validation errors with the data in the file Extension Creation Extensions that will be created 22 New Extension Type Virtual Extension Extension Template Default Extension Duplicates Duplicate extensions that will be updated O Creation Exceptions Invalid extensions that will not be created O Duplicate extensions that cannot be updated 1 Only extensions that are the same type as the type chosen for the creation process can be updated by gt Show Extensions Are you sure you want to process this bulk extension file Yes Process Extensions
155. ime to return Switchvox to the same state it was in when the backup file was created Always make a backup before making changes to Switchvox and before restoring from backup IMPORTANT The best practice for backups is to schedule a daily automatic backup that stores the backup file on an FTP server To create a backup file click Create A Backup This displays the Backups page Click the check boxes next to any of the optional components that you want to include then click Create Backup WARNING The backup process may take several minutes depending on the size of the backup file Do not click any links or buttons during the backup processing After the backup is created the Backup page is redisplayed with the new backup file in the Backups table Click on Download to save the file Be sure to put it in a location from which it can be easily accessed to restore your system It is good practice to schedule daily automatic backups To do this click Setup Automatic Backups to display the Backup schedule page The automatic backup has the following settings Day and Time Set the day of the week and time to run the backup process Number of Copies When this number is exceeded the oldest backup is deleted from the FTP host FTP Information Set the hostname of your FTP server the username and password that you use to access the server and the path to the directory where you want to store the backup files Click Test FTP Sett
156. imum User Extensions 9999 currently using 20 Maximum Concurrent Calls 99 Phone Configuration Tokens 150 currently using 0 Subscription Expiration Mov 07 2020 WARNING Updating your system will result in an automatic software restart of your pho phone connections will be dropped and any agents logged in will be logged out of their respe Update Description Apply Upgrade to 13872 Upgrade the system to release 13872 mo Apply This Update Obsolete Updates Update Description Apply Digium Inc 22 Switchvox The Admin Suite Getting Started Supported Phones Making Switchvox supports two general types of handsets SIP VOIP phones and standard analog phones as you might use in your home Voice Over Internet Protocol VOIP is the generic name for any technology that allows transmission of a voice telephone conversation over a network whether it is a local network or over the internet SIP Phones SIP phones are digital phones that convert and send your phone calls to Switchvox through your Ethernet network Outwardly they look like typical office telephones Some SIP phones have two Ethernet connections so that you can connect your PC to the network through the phone You can also use a softphone which is software that acts like a phone Analog Phones Analog phones need an Analog Telephone Adapter ATA to connect to Switchvox The ATA converts the signals sent by the handset into a digital signal then sends i
157. in User to display the New Admin page Enter a a new Login name for the user then enter and re enter a new password The password is case sensitive and it can contain special characters The strength of your new password is indicated to help you create a good password Leave the box checked for Force password change at next login unless you really want your new admin user to use the password that you created You can set this admin user s access for each of the main sections in Switchvox You can block the admin user from using it at all or let him see the information in that section or let him make changes which gives him full access for that section Click Create Admin and the Manage Admins page is redisplayed with the new admin user included in the Admin Users list To modify an admin user click Modify for that user You can change the password leave the password fields blank if you do not want to change the password and all of the access settings If you want the admin user to change his password make sure the box is checked for Force password change at next login Click Update Admin to save your changes and go back to the Manage Admins page Digium Inc 176 Switchvox The Admin Suite Machine Admin Extensions PBX Features System Setup Diagnostics Manage Admins API Admin Password Current Password for API 69f4dfc225247988f2ce7df53f289969 2 Whatis this for Change Your Admin Password Create New Password Ret
158. ing XML values in the response to this request results in undefined behavior Return empty XML for this request Variables Each event can submit various information about its call To do this you use variables in the URL Not every variable is available in every event check the Acceptable Variables dropdown on each event so be prepared to handle an empty variable Here 1s the complete list of all of the variables for all event types Digium Inc 62 Switchvox The Admin Suite System Setup CALLER_ID_NUMBER Phone number from caller ID including area code CALLER_ID_NAME Name from caller ID EXTENSION Internal extension associated with the event EXTENSION_TYPE The type of the extension associated with the event For the list of extension types see Extension Types FEATURE_DATA The data entered after a feature code For example in 62204 you have an EXTENSION of 62 an EXTENSION_TYPE of feature_monitor and a FEATURE_DATA of 204 INCOMING_DID Phone number dialed by an external caller May be empty for internal calls or calls over certain analog lines that do not provide the DID VM_DUR The duration of the voicemail message in seconds VM_MSGNUM The unique message number for this voicemail message VM_MAILBOX Extension associated with the event s voicemail box VM_DATE The date and time of the voicemail message QUEUES A comma separated list of the queue account_ids being logged in to or logged out of In
159. ing extension is dialed Extensions authorized to use this intercom extension Put individual extensions into the Intercom Admins box or select an extension group to let that entire group use this extension Extensions that will be called Put individual extensions into the Intercom Members box or select an extension group to make all of those extensions recipients of calls to this extension Directory Extension A Directory extension presents the caller with a directory of all phone type extensions extensions with a first and last name The caller is prompted to type in the first three letters of the party s first or last name and is presented with a list of matching extensions The Directory extension 411 is preconfigured and includes the Default Extension Group which is all phone type extensions Directory Settings The Director settings determine how callers can interact with the Directory Directory Extension Enter a unique number for this extension For information about the extension number length see Extension Settings This extension can be dialed from an IVR This extension can be dialed directly from an IVR That IVR must have the Allow Extension Dialing option enabled If a caller presses the 0 digit they will exit the directory and be forwarded to extension Enter an extension if you want this to be true Digium Inc 78 Switchvox The Admin Suite Extensions Extensions PBX Features System Setup Diag
160. ings to test this information and be sure that your backup files can be properly transferred Optional Components Click each Optional box for the files and logs that you want to include in the backup Click Save Settings to save this automatic backup and go back to the main Backups page To disable automatic backups clear all of the FTP information then click Save Settings This redisplays the main Backup page Digium Inc 172 Switchvox The Admin Suite Machine Admin Extensions PBX Features System Setup Diagnostics Backups You may create a backup at any time by clicking on the Create 4 Backup button If you woul recurring backup creation click the Setup Automatic Backups button Create A Backup Setup Automatic Backups If you have saved backups of your system they will be listed in chronological order below Tc version of your system you may click the Restore button next to the corresponding backu the file you would like to use on your computer and click the Upload a Backup File button Backups i1toi ofi Optional Contents Size Date Created amp Delete Restore 1 VM RC 10 61 mb 03 18 09 4 17 PM Restore Upload a Backup File Key of Optional Contents VM Voicemail and Fax Files YMG Voicemail Greetings RC Recorded Calls MOH Music On Hold Files EL PBX Error Logs Restoring a If the backup file you want to restore is listed in the table of Backups you can restore Backup from the
161. ion The Bulk Import Extension tool lets you create and update multiple phone type extensions To do this you need to create an Extension File that is formatted correctly with specific extension information This feature is only available in Switchvox SMB The Extension File must be in Comma Separated Value CSV format For creating virtual extensions the following five columns are required Only these five columns are used for creating virtual extensions in bulk extension ext first name fname last name Iname email email password password Digium Inc 95 Switchvox The Admin Suite Extensions For creating SIP extensions the following six columns are required Only these six columns are used for creating SIP extensions in bulk The value of phone_password cannot be the same as the extension number extension ext first name fname last name Iname email email password password phone password phone password The first line of the file must be a header line that labels each column The required columns must be labeled as listed above in parenthesis If you are updating existing extensions password and phone password are not required Omitting those values leaves those passwords unchanged However the password and phone password for SIP column must be in the header line even if you do not include them in the data You can use a file that has additional columns of infor
162. ion Average position when calls first enter the queue Longest Wait Time for Completed Calls Longest time that a call was in the queue and was answered by a queue member Longest Wait Time for Abandoned Calls Longest time that a call was in the queue but hung up before being answered by a queue member Average Wait Time for Completed Calls Average time that a call was in the queue and was answered by a queue member Average Wait Time for Abandoned Calls Average time that a call was in the queue and hung up before being answered by a queue member Average Talk Time Average time that queue members spent talking with callers from the queue This shows each member of the queue their extension and queue status logged in logged out or logged in but paused who they are talking to and the amount of time they spent on their last call It also includes statistics the number of calls they have taken today and the average time they spent talking on those calls This shows the calls that are currently waiting in the queue including the current position caller ID how long they have been waiting in the queue and the position in which they entered the queue Click to view past statistics for yesterday the past 2 7 10 or 30 days or the past year Past statistics don t include member status or calls waiting Digium Inc 157 Switchvox The Admin Suite Diagnostics Queue Reports This lets you generate a report about call ac
163. irectedy by a technical support representative Go To Advanced Debugging Advanced Advanced debugging sessions can be useful in identifying the source of a problem Debugging However these sessions place an additional load on the Switchvox system resources We recommend that you do not use this tool unless you are being directed by a technical support representative These debugging sessions collect detailed PCAP PRI or ACLI information to help you see exactly what is happening in Switchvox This feature is only available for Switchvox SMB Digium Inc 164 Switchvox The Admin Suite Diagnostics TSR Report This section provides tools for our customer service representatives to help you with any problems that you might have with Switchvox You do not need to use these tools unless we ask you to A TSR an be downloaded and sent to our technical support department and Tech Support Access lets us access your machine to help diagnose a problem Extensions PBX Features System Setup Diagnostics TSR Report a Download a Technical Service Report To download a TSR Technical Service Request Report please click the Download TSR Repo problems with your PBX you can send a TSR Report to customer service so they can better di might have Download TSR Report a Enable Tech Support Access Please do not enable tech support access unless requested by a tech support representativi Note After tech support access is enabled you will
164. is a Peered Switchvox PBX set this to Yes This lets you use advanced functionality with the peered PBX Treat system s users like local users If you want Switchvox to exchange presence and line use information with this peered Switchvox PBX set this option to Yes Jabber Hostname You can specify a hostname for the peered Switchvox PBX s Jabber server You can find the hostname in the Network Settings page of the peered Switchvox PBX This feature is only available in Switchvox SMB Digium Inc 43 Switchvox The Admin Suite System Setup Apply Incoming Call Rules to Provider This option lets you change the routing of incoming calls Yes is the default setting It uses the rules on the Incoming Calls section as well as the Callback Extension above to decide which extension to ring when you receive a call over this provider Use No if this provider is a peer which allows callers from this peer to directly dial any extension in your PBX Incoming calls will not follow the rules in the Incoming Calls section and they will not ring the Callback Extension Outgoing Call Rules If the Apply Incoming Call Rules to Provider option is No use this section to define how the remote peer can place outbound calls through this PBX Use the check boxes to assign which outgoing rules apply to this peer Check the Allow box to apply the rule to this peer s inbound calls Check Deny to block all calls that match that rule such as blocking all long
165. is feature is only available in Switchvox SMB You must install a fax license and the fax software to make faxing available For details see Digium Addon Products DTMF Mode DTMF mode used by this provider DTMF tones are the sounds emitted when you press buttons on your phone This value should be provided to you by your SIP provider If you are unsure select RFC2833 as it is the most common method Click Add SIP Provider to create the new SIP provider After you have created a SIP provider you are prompted to go to the System Status page This page displays your VOIP providers and their status If Switchvox successfully contacts your SIP provider it is displayed as Registered Now if you call the number your SIP provider gave you your call should ring the Callback Extension Advanced Options It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Peer Settings The Peer Settings determine the relationship with this provider Host Type Provider is a host you must actively register to inform it of your location and settings Peer is another SIP PBX including another Switchvox Host is a Switchvox system If this VOIP Provider is a peered Switchvox set this to Yes This lets you use advanced functionality with the peered Switchvox Treat system s users like local users If you want Switchvox to exchange presence and line use information
166. is only available for Switchvox SMB Digium Inc 38 Switchvox The Admin Suite System Setup The following table describes the audio codecs If you have Switchvox SMB and you entered a license key for the G729 Codec in Machine Admin gt Digium Addon Products you will also see G729 in the list of codecs G722 is only available for Switchvox SMB Audio Codecs Codec Bandwidth Sound Quality CPU Usage Usage kbits s ULAW 85 Great None ALAW 85 Great None G722 85 Excellent Low G726 54 Good Low SPEEX 33 Great High GSM 35 Good Low ADPCM 54 Good Low ILBC 27 Good High LPC10 22 Poor Medium Map Distinctive Rings Some providers let users set different ring tones based on the dialed number but do not pass the dialed number information directly You may have to experiment with this setting and the settings of your SIP provider to get the right phone number associated with the right ring type Enable Jitterbuffer This option turns on the jitterbuffer as specified A jitterbuffer combats network problems by inducing a small delay in call latency to make up for lost or delayed voice packets You may want to enable the jitterbuffer if you have bad network connectivity between Switchvox and your SIP Provider This feature is only available in Switchvox SMB The options are as follows Never It s best to leave the jitterbuffer disabled if you are not having any audio quality problems When Needed Intelligently enable the jitterbu
167. is used in the company directory and by the default Unavailable and Busy greetings In Use Greeting Name O Read Extension Digits DIA X Standard Record New Greeting Unavailable voicemail greeting This recording is played to prompt callers to leave you a voicemail message when you do not answer you In Use Greeting Name O Default Unavailable Message AK Standard Record New Greeting Busy voicemail greeting This recording is played to prompt callers to leave you a voicemail message when you are already on a c call waiting O Use Unavailable voicemail greeting In Use Greeting Name Default Busy Message Record New Greeting Digium Inc 204 Switchvox Setting Notifications The User Suite Voicemail Fax Voicemail notification options let you customize how you want to receive a notification when you get a voicemail message You can set up multiple email addresses each with an email template and instructions for attaching the voicemail as a WAV file This feature is only available in Switchvox SMB In Switchvox SOHO and the Free version you cannot customize notifications Note Notification email messages do not synchronize with your Switchvox Mailbox That means that if you listen to a voicemail WAV file attached to a notification message Switchvox does not know that you have read the voicemail 12 Voicemail Notification Options 2 Tell me more about this Add New Notifica
168. itchvox The Admin Suite PBX Features Send an Email This action sends an email message You can include IVR and System Variables in the message and you can attach a sound file This feature is only available in Switchvox SMB Email Address to Send To Select a variable that contains the email address or enter an address in the text box From Email Address Select a variable that contains the email address or enter an address in the text box Email Subject Enter a subject in the text box You can use IVR and System Variables to include text that is specific to this call Email Body Enter the text for the body of the email message You can use IVR and System Variables to include text that is specific to this call Sound Attachments Select a sound from the dropdown then click Attach Sound to Email The sound name is displayed with a remove button Send Recorded Sound to Voicemail This action sends a sound to a folder in an extension owner s voicemail Mailbox This feature is only available in Switchvox SMB Extension To Send Sound To Select a previously defined variable or enter an extension in the text field Variable of Sound to Send Select a previously set sound variable Voicemail Folder to Place Sound In Select the voicemail Mailbox folder that you want to send the sound to Digium Inc 112 Switchvox The Admin Suite PBX Features Store Recorded Sound in Sound Manager This action stores a sound in t
169. ium Inc Switchvox Deleting a Time Frames cule ee Se Shee ae ye kk es 144 Call Recordio canes sad yrds Seda I eO UE Ed iterat Ee d 145 Viewing 8 Playing Recorded Calls liliis eee ee 145 Filter Options os oce etd ese irte m eg ate dare arate ees bg 145 About Call Recording Settings 0 0002s 146 Scheduling a New Call Recording llli 147 Deleting Recorded Calls 0 0 00 cee 147 Switchboard Plugins eie p ER be Sera eRe eae ae Seis ee se 149 Standard Panels iis aks dws Ga as a ml ue gad ae a 149 SugarCRM Wis aida a a SURE S 0 0 39 919 603 01 iaa ata tye LACUS M RUNE A ERU STR RUE 149 Salesforce COM C 150 Google Maps rss eae eee nats des due ae De a o Ard ed 151 Custom Panels ee o oec e Ere ORARE eon e Pede at 151 URLEManables 0 a E EEE 151 DIAQMOSUCS MP ea ave veh beh ei 153 SySIBITI co teUS ia Seas enw dire tata are obse d ERR IO oo UR e ey UR Be ara how aye 153 VOIP Providers ue c foe eed EA te e 153 SIP PHONES via SA EC ELLE EE ve Pob DR 154 Hardware Devices siria COR XA ld 154 Voicemail Fax Disk Usage 2 vin see x RR RE 155 Current Calls v textes ts tole ERE Uam aides RET S SU NUR Oe d 155 Quelle Stalll io dr aee does bat et ett enda eben d oA A 157 CASO o4 tige dla ie Cue i us e p e E ed 157 Member SIatis as at deemed atte d Sobek ava oh FEED LU beds 157 Current Calls Waiting delet dre x ERG ERO REN Lee wie ak BA MS 157 Past Statisties xu sana deen weed oe nue
170. k tab Enter a unique name for this Phonebook and click Create New Phonebook This Phonebook is created and is now available in the Phonebook dropdown when you create a new entry This feature is only available in Switchvox SMB To move an entry back and forth as a Normal or Extended entry drag the entry s green arrow icon To delete an entry click its Delete button Be sure that you do indeed want to delete this entry then click Yes Delete The Phonebook is refreshed and this entry is gone To delete a Phonebook click its X icon Be sure that you do indeed want to delete the Phonebook then click Yes Delete The Phone Provisioning Options let you specify a Phonebook to push out to your phone If you have a Polycom or a snom phone that Switchvox manages with the Phone Setup tool you can use this option When you make changes to a Phonebook or you want to change the Phonebook that is already on your phone click Reboot Digium Inc 192 Switchvox The User Suite Settings Phone to send the correct Phonebook out to your phone Rebooting your phone takes a few minutes and you will not be able to make or receive calls while it is rebooting Note If the phone is not on the same network as Switchvox the phone might not be rebooted In that case you must reboot the phone manually Additional Numbers Each Phonebook entry is based on one main extension or phone number but it can have also have additional numbers associated wit
171. k will not realize that there is an actual packet delay because of the packet padding The default value of 800 milliseconds should cover most use cases Sending a fax from your desktop computer using Switchvox is a two step process 1 Open a file in any application and print it to the Switchvox fax printer This stores a copy of the file in your Switchvox Mailbox Fax Drafts folder 2 Go to the Switchvox User Suite Voicemail Fax gt Mailbox select the Fax Drafts folder and click the fax machine icon at the top of the list to send that file to a fax machine For details see Faxes This feature is only available in Switchvox SMB You must install a fax license and the fax software to make faxing available For details see Digium Addon Products Digium Inc 210 Switchvox The User Suite Voicemail Fax Setting up a Fax Printer To make faxes for Switchvox you need to first set up a generic printer that you can use from any application You only have to do this once Depending on your desktop environment there are many ways to set up a printer but there is some specific information that you need to set up a Switchvox Fax Printer For Windows based operating systems the URL is http YourDomain 631 printers faxprinter Where YourDomain is the domain that you normally use to go to your Switchvox User Suite This may be an IP address or a domain name For Linux or Macintosh based operating systems the URL is http
172. kup page is displayed with a message indicating that the file has been deleted Updates This shows your current Switchvox software version number maximum number of extensions and concurrent calls the number of Phone Configuration Tokens you have available and any Switchvox software updates that are available for you to apply Phone These tokens let you use the Phone Setup tools to configure a Polycom or SNOM Configuration phone for use with Switchvox Tokens Note If you purchased your phones from Digium for use with Switchvox then your phones are already configured and you don t need tokens You need one token per phone that you want to configure If you need more tokens see www switchvox com phone provisioning for instructions on purchasing and activating your tokens This feature is only available in Switchvox SMB Su bscription If your Switchvox subscription is about to expire then you will see alerts and options Expiration to renew your subscription If you renew your subscription those alerts will go away Or you can turn the alerts off at any time Switchvox If the Updates page says that no updates are available for your system then you Software Updates already have the newest version of the software If there is an update listed on this page it is listed with a more info link and a button that lets you apply the update You can click on more info to see the release notes for the update the release notes tell you wh
173. l e ivr Sip conference group pickup intercom voicemail callpark agentcallbacklogoff call queue agentcallbacklogin Digium Inc 121 Switchvox Adding amp Modifying IVR Options The Admin Suite PBX Features autodial directory simple conference feature code These are case sensitive so ZAP does not equal zap Check User Password This action evaluates the extension s password with the password contained in a variable and saves the result in a new variable This action returns a O zero which indicates failure or 1 one which indicates success This feature is only available in Switchvox SMB Choose variable where the extension is stored Select the variable that contains the extension Choose variable where the password is stored Select the variable that contains the password Variable Name for Result Enter a unique name for this variable To add an option click Modify Options in the IVR Menu Details This displays the Current Options page To add a new option click Add A New Option Option Number Select a number or the key This what the caller presses to select this option New IVR Menu Select the IVR menu the caller is sent to when the Option Number is pressed IVR Menu Entry Point Select an action that is in the above IVR menu You do not have to start at the beginning of the IVR Click Create New Option to save your changes and go back to the Current Options p
174. l after 4 rings v Rule Set Settings Rule Set Name Example On Vacation Rule Set Time Frame Forward to my mobile Outside Business Hours v When is this rule set used Modify Ruleset Settings Call Blocking Messages Prompts Switchvox lets you specify phone numbers that you do not want to accept calls from You can block specific phone numbers or any numbers that begin with the same prefix and you can block them at all times or during specified time frames You can also choose how Switchvox handles the blocked calls Click Add Call Block Rule and a new blank rule section appears Select Phone Number or Prefix from the dropdown then enter the number Be careful entering a prefix if you put in the wrong prefix you might end up blocking more calls than you expected Select the action Switchvox should take with the blocked call then select a Time Frame if you want to control when these calls are blocked Click Save to save your changes to the Call Block Rule If you use the Secret Code feature in a Call Rule the default sound prompts are provided here You can change the prompts by recording your own sound over your phone or uploading a new sound file To add or change your own sound click the prompt s New button To play the sound click the prompt s Play button To remove a sound that you created and go back to the default sound click the prompt s Use Default button Digium Inc 187 Switchvox The
175. lay Beep v Selected Sound Description a Intercom Users and Admins Extensions authorized to use this intercom extension 9 Use Individual Extensions All Available Accounts Intercom Admins 1088 Moon Bradley A 2002 Dave Miller 1089 Conway Magee E 1090 Murphy McCaig Digium Inc 77 Switchvox The Admin Suite Extensions Intercom Extension Enter a unique number for this extension For information about the extension number length see Extension Settings Alert Info header The value that is sent to the phone in the alert info header We do not recommend that you change this value it should be Intercom This setting is required for Polycom phones to auto answer intercom calls Timeout Select the length of time that the system attempts to connect an intercom call After this duration intercom calls that have not been answered will be hung up Intercom Paging Specify whether this extension makes intercom calls 2 way conversations or paging calls one way announcements Play beep sound first Specify whether or not a beep sound plays to indicate that the call is beginning If you choose Yes then you can also choose a sound to play select a folder then select a sound file The Selected Sound Description tells you about the sound Intercom Users and Admins Use this section to set up which extensions can use this Intercom Paging extension and which extensions are called when this Intercom Pag
176. le es REX RE oe we ded 174 Updates E EE CUM pnr EPI UENIT 174 Phone Configuration Tokens llle 174 Subscription Expiration iesus eld ge ds dest comete e gaara oye 174 Switchvox Software Updates 0 00 cece eee 174 Product Registrati i iata vin tre bo we E RC Melee ea Weed Gee wa eat 175 Digium Addon Products aso vh EDS x e dies oo eR ERE 176 Manage AGIS 22 eaten boa cee iB ej edad aa 176 Changing the Main Admin Password 00 e eee eee eee 176 Creating amp Editing Admin Users 0200022 e ee eee 176 System Reload car Seva AR i cM Gre kee d 179 The User Sune 1E EIWXEREEWAREWe ow oe en E ERA 180 Getting Started cuite ate mene aera rena rie a dibus 181 About the User Suite oval Yos Ge wee ate P va we Fe ECCL Rw Gate ewig RSE 181 Logging Into the User Suite oor Ree mw 181 ejl rx 181 User Suite Navigation 2 02 60 Las E baw ee bee REFrA ERES EE 182 SOLIUS os dodge teta absurd eoa a is aha ied 183 Mody ACOQUET n i cene ament tes nea d ade Sd A ttbi i 183 Gall Bules ud educ qd ee bas ae eee Rosa eun ud epe d e ebat 184 Gall R le Sets 32 224i b iste teem nM DBEEY SE P a EE 184 Call Rule rede ia REM LEER CICER REPE 184 Creating a New Call Rule Set oooocooccoooocooo 186 Managing Call Rule Sets 00 0 cece o 186 Call Blocking Ss 1 acepto eee Sears dt we qe se eo t PEE eed 187 Messages Prompts sacs nee ce deu edit bt a SR 187 Time Frames o iue on rr e ees
177. lean lt 101 gt outgoing 10s 03 18 09 1 18 04 PM John Smith 1032 Jane Doeson lt 102 gt outgoing 3s To generate the log you have two options View Report Open the report in the browser window Output to xls file Download a xls file to be opened with an application such as Microsoft Excel Digium Inc 159 Switchvox Call The Admin Suite Diagnostics Reporting This lets you generate a report about call activity Call reports are generated for the date range and criteria that you specify and include the information that you specify Extensions PBX Features Call Reporting System Setup Diagnostics See what calls have been made on the phone system Use the form below to narrow down th in the logs in order to derive a more meaningful and specific call report From Date 03 24 2009 M7 rarm dd yyyy O Ignore Weekends Report Breakdown Total Cumulative v Call Queues Overview Phones IVRs This report takes into account all calls in your system between the dates selected above To Date 03 25 2009 E rnm dd vevvy Agents Providers Incoming DID Report Fields Total Number of Calls Total Number of Incoming Calls Total Number of Outgoing Calls Total Talking Time Total Call Duration Average Talk Time per Call Average Call Time per Call Hold down CTRL to select multiple iterns View Report Ouput to xls file ETTUITE Chart Report Check the Ignore Weekends box if
178. lick Restore to Original Template to restore this page to the original system default template Viewing amp Modifying Voicemail Email Templates To see a preview of a template choose that template from the Choose Template dropdown then click View The template is displayed with sample values in HTML and text only To modify a template choose that template from the Choose Template dropdown then click Edit The Modify template page is displayed Click Save Template to save your changes and go back to the Voicemail Settings page Click Restore to Original Template to restore this page to the original system default template Deleting Voicemail Email Templates You can edit each of the system default templates but you cannot delete them To delete one of your own custom templates choose that template from the Choose Template dropdown then click Delete Be sure that you do indeed want to delete the template then click Yes Delete Voicemail Email Template The template is deleted and the Voicemail Settings page is displayed again If any extension owners were using this template those settings are changed to the Default template Digium Inc 58 Switchvox The Admin Suite System Setup Extensions PBX Features System Setup Diagnostics Modify Voicemail Email Template Default Below you can the customize the email template that gets sent to the user when they reciev Subject Z U sc Format
179. lies to the IP address and Netmask For each service that you want to allow this Network to access check that service s box Web Admin Portal The Switchvox Admin Tool Suite Web User Portal The Switchvox User Tool Suite for extension owners Admin API API calls to Admin tools User API API calls to User tools Printing Printing to Switchvox including printing files to be faxed IMAP The Switchvox IMAP server for voicemail and faxes XMPP Server Jabber XMPP chat server traffic XMPP Client Jabber XMPP chat client traffic SIP SIP traffic AX TAX traffic NTP NTP traffic Network Time Protocol Digium Inc 169 Switchvox The Admin Suite Machine Admin Extensions PBX Features System Setup Diagnostics Access Control How do I use this page m Access Control Rules 1to2 of2 E 3 3 8 A E m t I ly E A g A v o 4 225 i E a 2 a 2 m E Hl 3 2 3 Rule Name Y Network E E A 2 A H All Networks 0 0 0 0 0 Local Network 10 10 0 0 22 v v 7 Y v v v e Add an Access Control Rule Allowed Services O web Admin Portal O web User Portal O Admin API O user API O Printing O imap O xMPP Server Jabber O xmpp Client Jabber O sip O rax O wre Digium Inc 170 Switchvox The Admin Suite Machine Admin Modifying an Access Control Rule To modify a rule click the Pencil icon next to the rule The rule becomes active and you can change the name ne
180. lt Sounds User Modify O Greeting Main IVR Sounds English Default Sounds User ET Main Menu Main IVR Sounds English Default Sounds User ET service Announcement Main IVR Sounds English Default Sounds User Modify To hear Main Menu Main IVR Sounds English Default Sounds User Modify O default language Sound Description To hear our current service announcement press 2 Business Hours Our business hours are Monday through Friday from 9 00am to 5 00pm To hear Service An Main IVR Sounds English Default Sounds User Modify Use the Directory ser Modify Dial Extension If you know your party s extension you can dial it at any time For Customer Service For Customer Service press 3 Greeting Hello thank you for calling We re happy to help you Main Menu Main Menu Service Announcement All services are functioning normally To hear Main Menu Press the star key to hear this menu again Digium Inc 124 Switchvox The Admin Suite PBX Features To hear Service Announcement To hear our current service announcement press 2 Use the Directory To use our company directory press 1 IVR Menus Our IVR solution uses the following IVR menus in the IVR Editor It s important to create these in the order given you ll see why as we go along First create a new IVR menu and call it Main IVR For now the only thing we ll do with this IVR is create
181. lver 1086 Webb Sanderson 1087 Morris Madsen OR Ouse a Predefined Group Create New Group Extensions that will be picked up 9 Use Individual Extensions All Available Accounts Group Pickup Members 1083 Posey Podolsky 1096 Drew Polk 1084 Ortiz Schuster 1095 Jeff Marx 1085 Harvey Culver 1084 ance Davenport 1086 Webb Sanderson 1093 Windham Stephens 1087 Morris Madsen D gt 1081 Kruse Lesher 1088 Moon Bradley 1083 Conway Magee q 1090 Murphy McCaig 1432 Adrian Test 2002 Dave Miller 1032 Marlow Shumard OR Ouse a Predefined Group Create New Group Digium Inc 76 Switchvox The Admin Suite Extensions Intercom Paging Extensions An Intercom Paging extension can make an announcement on a group of speaker phones Phones in the group do not ring they answer immediately in speaker phone mode the caller can begin talking and be heard over the phone s speaker Note You must have compatible and correctly configured handsets to use this option Extensions PBX Features System Setup Diagnostics Manage Extensions More about intercom extensions EB Intercom Settings Intercom Extension 3 digits in length Alert Info header ntercom 2 What s this Timeout Whats this B Intercom Paging O 2 way Intercom 1 way Paging Play beep sound first Oves Ono what s this Choose sound to play Folder Miscellaneous wv Sound to P
182. ly Minutes Minutes na Minutes Thank you Thank You iij Thank you for your patience 90 Switchvox The Admin Suite Extensions Announce Position in Queue Select Yes or No If this is Yes the caller hears an announcement when they enter the queue and the announcement says what the caller s position is in the queue The announcement is repeated depending on the Announcement Frequency setting If this is No the caller hears Music on Hold with no position announcement Announce Estimated Hold Time in Position Announcements Select Yes or No The caller hears an estimated hold time along with his position in the queue The estimated hold time is derived from how many other calls are in the queue and the average time it took to answer previous calls Announcement Frequency Enter number of seconds between announcements Manage Announcements There are various announcement sounds that are played to the caller when he or she is waiting in a queue All of these sounds can be customized for this queue Each announcement listed here has a description and a sound file dropdown to select the sound that plays when this announcement is triggered The sound file dropdown automatically lists all of the sound files in the Sound Manager s Call Queue folder For more information see Sound Manager Make the following selections for the announcements Language Play all announcements from sound files of this language To use the language
183. mail Email Template Template Name Create New View Default Voicemail Email Templates Default v You can use variables in your template that are substituted with real values when the email gets sent For example 7 VM_CALLERID in a template prints as the caller s name and phone number There is a full list of these variables on the pages where you create or edit a template Digium Inc 206 Switchvox The User Suite Voicemail Fax Settings voicemail Fax Call History Modify Voicemail Email Template personal Below you can the customize the email template that gets sent to the user when they recie Subject VM_CALLERID left you a new VM_DUR long message Format Font Family y Font size 14 i es s5 wp wm A ES Dear VM_NAMES9S You just received a VM_DUR long message in mailbox VM_MAILBOX from VM_CALLERID on You can get this message via the phone or use the links below to download the message Download the message and mark it as read 3 DOWNLOAD _LINK Note This will mark it as read in the system Download the message and delete it Important This will completely rernove the message from the system and this link will no longer work 36DOWNLOAD_LINK_AND_MARK_DELETED Thank you Switchvox Path You can use variables in your template that will be substitued with the real values when the email gets variables and a description of their
184. mation Switchvox ignores this information as long as the extension information is included correctly with the correct label names in the header Example Basic SIP Extension File ext fname lname email password phone password 100 Joe Smith jsmith home com 100 s3CurEp S 101 Jane Doe jdoe home com 101 c nT 6 ueSs 102 Dan Jackson djackson home com 102 g00DP Example Basic Virtual Extension File with passwords and additional information ignored fname lname email dept ext password cubicle Joe Smith jsmith home com sales 100 100 3A Jane Doe jdoeahome com sales 101 101 3B Dan Jackson djackson home com facilities 102 102 9A Example Basic SIP Extension File without passwords ext fname lname email password phone password 100 Joe Smith jsmith home com 101 Jane Doe jdoeGhome com 102 Dan Jackson djackson home com When your Extension File is ready go to Extensions gt Manage Extensions and click Bulk Import Extensions Bulk Import Extensions Settings The Bulk Import Extensions settings determine how to manage this bulk import The Extension File Browse your machine to find your Extension File Extension Type This is the extension type that is used for all of the extensions that are created Digium Inc 96 Switchvox The Admin Suite Extensions Extensions PBX Features System Setup Diagnostics Manage Extensions Bulk Import Extensions 2j How do I use this page Ext
185. mber Your password which is the same password that you use to log into the Switchvox User Suite and to collect your voicemail IMPORTANT If you are having trouble using your Switchvox IMAP account in your email application check with your Switchvox administrator It s possible that you need to use a different port number than the default 143 or that you need to set specific security options In your email application start the process to create a new Internet email account When you are prompted to enter the type of incoming mail server for the account choose IMAP Enter the rest of the information as prompted Sample IMAP Setup The following pages give an example of creating an IMAP account in Microsoft Office Outlook 2007 running on the operating system Windows XP Professional Digium Inc 199 Switchvox The User Suite Voicemail Fax 1 Open Microsoft Outlook and select Tools gt Account Settings The E mail Accounts window is displayed Account Settings E mail Accounts You can add or remove an account You can select an account and change its settings E mail Data Files RSS Feeds SharePoint Lists Internet Calendars Published Calendars Address Books g New Mame 2 Click New to create a new e mail account 3 The Auto Account Setup window is displayed Add New E mail Account Auto Account Setup Manually configure server settings or additional s
186. message Call Forward This rule forwards a call to another Switchvox extension The extension can be another phone a call queue or any other type of extension Once a call is forwarded to the extension the call rules for that extension are followed Call Cascade This rule rings another extension or an external phone number e your mobile phone and if the call isn t answered then it is passed on to the next rule in the set This action depends on your Outgoing Call Provider but if your provider supports it you can stack several rules that try and reach you at several phone numbers Note If you are cascading a call to an external phone number be sure to add a 9 or other necessary digits that you normally use to dial out Secret Code This rule prompts the caller to enter a secret code then passes the caller to the next rule in the set If the caller cannot enter the correct secret code after the specified number of tries then you can specify what to do with the call Ring All This rule simultaneously rings up to 3 extensions or external phone numbers Note If you are ringing an external phone number be sure to add a 9 or other necessary digits that you normally use to dial out Digium Inc 184 Switchvox The User Suite Settings Settings Voicemail Fax Call History Call Rules 1 Call Rule Sets Unanswered Call Rule Sets Add Hew Rule Set Rule Set Information Name Forward to my mobile
187. mputer hard drive Caller ID Name Caller ID Number Name and number to display in Caller ID when making calls with this provider Setting this field may cause all outbound calls to fail Before altering your Caller ID contact your provider to verify that they support this feature Digium Inc 41 Switchvox The Admin Suite System Setup Extensions PBX Features System Setup Diagnostics VOIP Providers Add a New IAX Provider How do I setup IAX IAX Provider Name E Whatis this used for IAX Provider Label E How do I find out my Provider Label Your Account ID 1 What s an Account ID Your Password lt Hostname IP Address E What does this mean Callback Extension E 2 What s the Callback Extension Incoming Authentication Type Tell me about authentication RSA Authentication Key Use Existing Key freeworlddialup or Upload New Key Browse Caller ID Name po Whatis Caller ID Name Caller ID Number E Whatis Caller ID Number D click to Show Advanced Options Add IAX Provider Click Add IAX Provider to create the new IAX provider Digium Inc 42 Switchvox After you have created an IAX provider you are prompted to go to the System Status The Admin Suite System Setup page This page displays your VOIP providers and their status If Switchvox successfully contacts your IAX provider it is displayed as Registered Now if you call the number your IAX prov
188. n 4 0 The following sections describe the new features in version 4 0 and provide links to more information about how to use those features If you are using the Free version of Switchvox or Switchvox SOHO you will not be able to automatically update your software to version 4 0 Switchvox SMB 4 0 integrates your phone system with additional communication tools Fax Send and receive faxes using Switchvox You can use your fax machine or fax files from your desktop computer For more information see the following Admin Suite Digium Addon Products To find out how to obtain and install your Fax license and software Admin Suite About Faxing For general information about faxing Admin Suite Adding a SIP Provider To set a default extension to route incoming faxes Admin Suite Incoming Call Routes To define an extension that treats all incoming calls as faxes User Suite Fax Options To set up fax notification email addresses and a fax header You can also set the extension to treat all outgoing calls as faxes User Suite Setting up a Fax Printer and Creating amp Sending a Fax For information on using your desktop computer for faxing Chat The new Switchvox private chat server uses the XMPP protocol The Switchboard offers a Chat Panel or you can use your favorite XMPP based client Also you can set the chat Jabber hostname for Switchvox in Network Settings and the chat Jabber hostname for any VOIP Providers
189. n incoming call rule click its Delete button The rule is deleted permanently and a message is displayed indicating the rule has been deleted An Incoming Call Route maps numbers coming in on a particular Provider or Channel Group to a particular extension By default Switchvox creates a default call route the callback extension for each interface as they are created i e each provider has a rule You can add new rules that allow for specialized call routing based on information sent by the provider or deduced from the channel group Incoming Call Routes Route incoming numbers to different internal extensions 2 Tell me more about Incoming Call Routing Create A New Incoming Call Route Singe DID amp Incoming Call Routes All Voice Calls v on numbers from Channel Group PRI Lines v 1 ranging from 5551235100 to 5551235199 will route to an extension derived by trimming digits from the front and adding to the result Route all calls on unmatched numbers from IAX Provider Peer with Partner to extension 103 Click here to change this IAX Provider s default extension Route all calls on unmatched numbers from Channel Group PRI Lines to extension 800 3 Route all faxes on unmatched numbers from Channel Group PRI Lines to extension 300 Click here to change this Channel Group s default extensions 4 Route all VOIP calls from any unknown host to Busy Signal There are two type
190. nd C Call Through SIP Provider Save Changes Before connecting the call trim digits from the front and then prepend the digits to the number SIP Provider vw Best Network v Is this rule final If Yes the default when a call matches this rule but the route fails then Switchvox does not look for additional matching rules and the call is not completed If No when a call matches this rule but fails Switchvox looks for another matching rule and the call might be completed One reason that the routing might fail is if the extension is denied permission to use the outgoing rule Pattern to match Enter the call rule information in the boxes as follows Number begins with the digits Enter any required precall numbers for example Switchvox normally requires dialing a 9 for an outside call In this case enter 9 in this box The rest of the number must be between and digits in length Enter the length of a telephone number for example a local number must be exactly 7 digits In this case enter 7 in both boxes Before connecting the call trim digits from the front Enter the number of digits to trim when dialing for example enter 1 to remove the prepended 9 from the number sent to the provider and then prepend the digits to the number Enter the digits to prepend to the telephone number for example enter 1 and the area code for the number Call through Where to route the call
191. ne click records the call and sends the recording to your voicemail Mailbox You must have permission to use this Monitor Extended Phonebook entries can include the Monitor option If you monitor a call the callers cannot hear you You must have permission to use this Barge Extended Phonebook entries can include the Barge option If you barge into a call both of the callers can hear you You must have permission to use this Whisper Extended Phonebook entries can include the Whisper option If you whisper into a call the caller cannot hear only only the extension owner can hear you You must have permission to use this Digium Inc 223 Switchvox Current Calls The User Suite The Switchboard 8p 26 Parking Lot Bunches of Flowers lt 8585373333 gt holding Parked At Caller Parked 00 resume Freewave Surfboards 701 sosss51212 Jane Doeson lt 102 gt holding 00 resume Acme Builders lt 16057223333 gt ringing gt send Inactive Line Phonebook Extended Entries B Agner Witt Ga N Jane Doeson G3 A Morris Madsen GJ 105 n 102 en 113 en 7 E Justine Kilean 1017 m A Conway Magee G3 A John Smith G3 A Murphy McCaig G3 115 103 en 116 dh Gilbert Brown lt 104 gt LIT ET oN mm h as os oN mm ae a Chat Panel The Chat panel lets you chat with your Switchvox co workers The main page of the Queue Panels CRM
192. ne how your Caller ID is set on outgoing calls Supports Changing Caller ID Changing your caller ID information may cause all outbound calls to fail so be careful when using this setting Be sure that your provider accepts a modified Caller ID then enable this option and customize the Caller ID displayed on outbound calls Caller ID method Leave this set to From Header unless your provider explicitly tells you to use a different setting The vast majority of providers require caller ID to be supplied in the From header This feature is only available in Switchvox SMB Use Local Address in From Header Leave this set to No Changing it to Yes will violate section 8 1 1 3 of the SIP standard RFC 3261 Only set this to Yes if your provider explicitly requests that you violate the SIP standard in this manner If this is Yes Switchvox uses its own local IP address in the From header of requests This feature is only available in Switchvox SMB Caller ID Name Caller ID Number Before enabling this option contact your provider to verify that they support it If your provider accepts a modified Caller ID this option lets you customize the Caller ID displayed on outbound calls If this setting is not supported by your provider it is ignored or your calls may be rejected Set this field only if you are sure you can connect and make calls through your provider If your provider does not accept calls clear the Caller ID Name and Caller ID Number
193. nel group specify the device type and select the channels to add to the group Also enter the Callback Extension and the Default Fax Extension for the channel Voice calls that do not match any Incoming Call rules or routes are sent to the Callback Extension If you have fax installed Fax calls that do not match any Incoming Call Routes are sent to the Default Fax Extension Unless you are an advanced user do not change any of the other settings When you are done click Create Channel Group to create the group WARNING Switchvox restarts after you create a new channel Any current calls are dropped and any agents logged into queues are logged out Digium Inc 27 Switchvox The Admin Suite System Setup Extensions PBX Features System Setup Diagnostics Channel Admin Channel Group Configuration 2 NOTE Unless you are an advanced user you should only set the following Channel Gro Group Name Device Type and Callback Extension if applicable Group Name Device Type 2 Please Choose Your Device Type vv g Please Choose Your Device Type Advanced Option Pin Foreign Exchange Office with Kewlstart signaling FXO Foreign Exchange Office with Loopstart signaling FXO Foreign Exchange Office with Groundstart signaling FXS Foreign Exchange Station with Kewlstart signaling Add Channels to t FXS Foreign Exchange Station with Loopstart signaling FXS Foreign Exchange Station with Groundstart signaling There aren t a
194. ngs Scheduled Reports Admins can set up regularly scheduled reports to be emailed as HTML XML or a chart See Scheduled Reports Advanced reports on inbound DIDs Call Reports can now be created based on the Incoming DID See Call Reporting Network VOIP Provider and Channel Settings There are new settings available in Network Settings VOIP Providers and Channel Admin Network Settings IP ToS settings audio and video VOIP Providers RTP Port Range SIP provider Caller ID method Include user phone in SIP Use Local Address in From Header Enable Jitterbuffer Allow Reinvite Digium Inc 12 Switchvox User Features Channel Admin Ring Debounce for analog lines with FXO signaling e Network Specific Facility Code for PRI T1 E1 Bearer channels PRI Reset Interval for PRI T1 E1 Bearer channels Password strength indicator When an Admin or a User is creating a new password a password strength indicator lets him or her know how strong the new password is See Manage Admins or Modify Account Subscription Expiration Alerts New alerts let you know if your Subscription is expiring soon or if it has already expired and Renewal links help you easily get your Subscription renewed See Updates Digium Addon Products Admins can easily register Digium products for Switchvox In particular you can register your Fax license See Digium Addon Products Advanced Debugging You won t need to use th
195. nostics Manage Extensions Directory Extension 411 O This extension can be dialed from an IVR 2 What does this mean If a caller presses the 0 digit they will exit the directory and be forwarded to extension Let callers search the directory by member s Directory Members O use Individual Extensions AU vil 9 Use a Predefined Group Default Group wall Create New Group Modify Extension Let callers search the directory by member s Select from First Name or Last Name Directory Members Put individual extensions into the Directory Members box or select an extension group to make all of those extensions members of the Directory Voicemail Access Extension A Voicemail extension goes directly to the voicemail system where extension owners can check their voicemail This is not an extension to leave a voicemail message it is strictly for retrieving voicemail Voicemail extension 899 is preconfigured for you Digium Inc 79 Switchvox Extensions Manage Extensions The Admin Suite Extensions PBX Features System Setup Diagnostics Voicemail Access Extension 899 digits in length O This extension can be dialed from an IVR 2 What does this mean O Do not require password as long as caller is calling from their own extension What does this mean Modify Extension Extensions Manage Extensions Voicemail Access Extension Enter a unique number for this e
196. ny ch PRI T1 E1 D Data Channel PRI T1 E1 B Bearer Channel A gt BRI D Data Channel A WARNING Ct aot B Bearer Channel connections will b amp E amp M Signaling Create Channel Group o your phone system Any d out Device Types The following sections describe the device types that can be used with Switchvox FXO and FXS Foreign Exchange Office FXO and Foreign Exchange Service FXS device types refer to the type of interface on the telephone equipment an FXO interface receives power battery and receives ring signals and an FXS interface provides power battery and generates ring signals FXO devices can only communicate with FXS devices and vice versa Each FXO and FXS type listed in the dropdown has an associated signaling type kewlstart loopstart or groundstart The signaling type is the language the interface uses to communicate to the devices connected to it Some devices have their signaling type preset and cannot be changed for example analog cards Some devices can have their signaling type changed to match the devices they are connected to You cannot have both FXS and FXO channels in the same group However you can create more than one group per signaling type PRI The Data channel is a single channel used for call control on T1 E1 PRI connections It is usually on channel 24 for T1 and 16 for E1 connections The Bearer channels carry the audio for T1 E1 PRI calls Full PRIs use all channel
197. o copy select the new group from the Copy To dropdown then click Copy To The song list is refreshed and reflects this change Deleting Songs To delete song files check the box for each song that you want to delete then click Delete Review the list of songs that will be deleted be sure that you do indeed want to delete them then click Yes Delete Files The files are permanently deleted the MOH Main page is displayed and a success message indicates that the files were deleted Adding a Codec To add a codec select Codec from the Add New dropdown then click Go This displays the Upload a New Music On Hold Codec page Upload Codec Package Click Browse then use the dialog box to locate the file on your machine Select the file that you want to upload then click OK This closes the dialog box and puts the name of the file in the Upload Codec Package box Digium Inc 107 Switchvox IVR Edi The Admin Suite PBX Features Click Install The codec is installed on Switchvox and the MOH Main page is displayed with a message indicating the codec was successfully installed Note Because of licensing restrictions the MP3 codec cannot be included with Switchvox If you are already licensed to use the MP3 format or are otherwise allowed to playback MP3 files you may download the proper codec on this page When the download is complete then you can use this page to upload the file and install it Deleting a Codec To delete
198. o the queue route all incoming queue calls to extensic Leave blank to keep callers waiting in the queue until a queue member logs in If there are unanswered calls in the queue route all new incoming queue calls to exte Leave blank to have an unlimited queue length If a queue call has passed through the Ringing Strategy times without being answe toexenson lt While in a queue allow callers to dial a 0 to be routed to extension e Create Call Queue If there are unanswered calls in the queue route all new incoming queue calls to extension Enter a number and an extension If this is left blank there can be any numbers of callers waiting in the queue If a queue call has passed through the Ringing Strategy times without being answered then route that call to extension Enter a number and an extension If this is left blank callers remain in the queue indefinitely The effect of this setting depends on the Ringing Strategy For example if the Ringing Strategy is Ring All then the call rings all queue members and that is considered one pass through the strategy If the Ringing Strategy is Round Robin then the call rings each queue member and once all queue members have been tried that is considered one pass through the strategy While in a queue allow caller to dial a 0 to be routed to extension Enter an extension if you want this to be true Note Click the People icon to select from a list of availa
199. ompleted the settings click Create Extension to save the extension and go back to the Manage Extensions page Phone and Virtual Extensions The settings are mostly the same for SIP phones analog phones and virtual extensions Phone and virtual extensions have a corresponding User Suite account Extension Settings The Extension settings include basic information about the extension and the person who uses it Extension Enter a unique number for this extension For information about the extension number length see Extension Settings the menu option FXS Channel This is for Analog Phone extensions only Select the channel that the phone is plugged into If the only option here is Unconfigured Channel then you need to configure your hardware device channels before this phone can work see Channel Admin First Name Enter the first name of the owner of this extension This is the name that is used in the caller ID name and as the extension s identification throughout Switchvox Check the User can edit box if you want the extension owner to be able to modify this setting Last Name Enter the last name of the owner of this extension This is the name that is used in the caller ID name and as the extension s identification throughout Switchvox Check the User can edit box if you want the extension owner to be able to modify this setting Email Address Enter the email address of the owner of this extension This is used to send
200. on This normally frees up the memory usage Another option is to install more RAM You can also attempt to identify the process that is overloading the memory call recording concurrent calls concurrent conference calls etc and stop that process disk If disk is over threshold check voicemail fax call recordings and backups to find out what is taking up the disk space load If load is over threshold check Diagnostics gt Current Calls to see if the system is hitting a peak spike amount of concurrents calls Digium Inc 163 Switchvox The Admin Suite Diagnostics Error Log This section provides tools for our customer service representatives to help you with any problems that you might have with Switchvox You do not need to use these tools unless we ask you to The tools included here are simple error logs advanced error logs and advanced debugging sessions Extensions PBX Features System Setup Diagnostics Error Log In the error logs all server errors from the phone system are recorded and stored by date Tr columns to make finding the information you are looking for fast and easy Please click here tc Logs View an Error Log 03 17 2009 v Error Messages There are no error messages on this day Advanced Debugging Advanced debugging sessions can be useful in identifying the source of a problem However 1 additional load on the Switchvox system resources We recommend that you do not use this t d
201. one Configuration Tokens for more information The following must be in place before you set up your phones Make sure that Switchvox is up and running Your phones are on the same network as Switchvox You have enough phone tokens to cover the number of phones you are setting up See Phone Configuration Tokens Any Polycom phones you are setting up are running SIP firmware 1 6 7 or higher Any snom phones you are setting up are running snom firmware version 6 5 18 or higher You are comfortable with Switchvox updating each phone s firmware as necessary If you do not want a phone s firmware updated you need to set up that phone manually not as part of this Phone Setup process You are comfortable with Switchvox setting each phone s config authentication login and password and its handset password The config authentication login and password are randomly generated and can be found in the Configured Phones list The handset password is always 456 If you do not want this information changed for a phone you need to set up that phone manually not as part of this Phone Setup process Digium Inc 29 Switchvox Unknown Phones The Admin Suite System Setup IMPORTANT If your phone is not on the same network as Switchvox or it does not have the required firmware it cannot be discovered by Switchvox If this is the case see Making Phones Visible to Switchvox If you have a Polycom 300 or 500 phone you must set up your ph
202. one manually you cannot use the Phone Setup tool For help see the documentation for your phone The Phone Setup tool has three main categories Unknown Phones Unconfigured Phones and Configured Phones You must confirm each phone for configuration and then configure each phone with extension details To begin setting up phones on Switchvox 1 Place each phone where it should be located plug it into your network and turn it on At this point it is helpful to note the MAC address of each phone but it is not necessary When each phone boots up after you turn it on Switchvox detects it and adds it to the Unknown Phones list These are phones that Switchvox has seen on the network but does not have control over 2 In the Admin Suite select System Setup gt Phone Setup The Phone Setup page opens to the Unknown Phones list If a phone does not appear here try rebooting the phone Unknown phones are the phones that Switchvox has found on your network but they are not yet configured for use with Switchvox These phones do not receive any configuration files from Switchvox Phones that have not been detected on the network in over 14 days will stop showing up in the Unknown Phones list Unknown Phones b Unconfigured Phones b Configured Phones Remaining phone configuration tokens 150 gt Show Advanced Options Confirm Checked Phones Unknown Phones 1to3 of3 P Mac Address v Last Seen IP Address Phone Brand Ph
203. one or leave a message according to the day and time After business hours caller is transferred to Customer Service s voicemail During business hours caller is transferred to Customer Service This IVR solution allows callers to dial an extension or select an option at almost any time during the IVR However when the initial greeting or the business hours are playing the caller cannot interrupt those sounds If possible you should use option numbers that do not start with the same digit that your extensions start with for details see Interruptible Actions For our example to work we need all of the items in the following sections Digium Inc 123 Switchvox The Admin Suite PBX Features Sounds Our IVR solution uses the following sounds in the Sound Manager You can create a new Sound Manager folder and put your custom sounds in that folder or use the existing IVR Folder Extensions Sound Manager PBX Features System Setup Diagnostics Create and manage the recordings for your IVRs and call queues Tell me more about the Sound Manager View Main IVA Sounds Folder 9 files e Add Ne rove To ES v Active Sounds 1to9 of9 Sound Name Y Folder Name Languages Sound Pack Sound Type Modify Business Hours Main IVR Sounds English Default Sounds User Modify Dial Extension Main IVR Sounds English Default Sounds User Modify For Customer Service Main IVR Sounds English Defau
204. ople icon to select from a list of extensions Creating Voicemail Email Templates Voicemail Email Templates let you customize voicemail notification emails You can create multiple templates and tailor them to different types of email accounts These templates are available to a user when he sets up his voicemail notifications along with any templates he creates for himself This feature is only available in Switchvox SMB Digium Inc 57 Switchvox The Admin Suite System Setup You can use variables in your template that are substituted with real values when the email gets sent For example VM_NAME in a template sends as the extension owner s first and last name There is a full list of these variables on the pages where you create or edit a template To create a new template enter a name in the Template Name field then click Create New a Voicemail Email Template 2j Tell me more about this Create A New Voicemail Email Template Template Name create new Modify Existing Templates Choose Template Default v ES The Modify Template page is displayed with a sample template already entered You can modify the subject and body change it completely if you need to using the list of possible variables at the bottom of the page You can leave the subject blank but you must put something in the body of the message Click Save Template to save your changes and go back to the Voicemail Settings page C
205. ou enter a 0 this extension will not be able to accept any voicemail or faxes Leave it blank if you want this extension to have unlimited voicemail fax disk space The PBX Feature Voicemail must be allowed or this option isn t relevant See Enable PBX Features for more information A quota can also be set for Extension Groups If a quota is set for both group and individual for an extension the individual quota value is used This feature is only available in Switchvox SMB This extension can be dialed from an IVR Check this option to let IVRs dial this extension See Adding amp Modifying IVR Options more information about dialing extensions from an IVR Call API Settings The call creation API lets external applications originate phone calls via Switchvox The API is accessed by requesting a specially formed URL This request could come from an external program or by typing the URL into your web browser To use this feature check with your Switchvox administrator Phone Settings This section is only for SIP Phone or SIP Adapter for Analog Phone ATA extensions B Phone Settings DTMF Mode 12833 Default v 2 Whatis DTMF Mode D click to Show Advanced Options DTMF Mode refers to the types of tones a phone can send and receive Refer to your phone s user manual to find the type of DTMF tones used by your particular phone Unless you are certain this setting needs to be changed leave it at the default
206. owed to delete move or modify system sound information or system sound files in the English language Extensions PBX Features System Setup Diagnostics Sound Manager Create and manage the recordings for your IVRs and call queues Tell me more about the Sound Manager View Main IVR Sounds Folder 3 files v Add Ne Active Sounds 1to9 of9 Sound Name Y Folder Name Languages Sound Pack Sound Type Modify Business Hours Main IVR Sounds English Default Sounds User Modify Dial Extension Main IVR Sounds English Default Sounds User Modify For Customer Service Main IVR Sounds English Default Sounds User Modify O Greeting Main IVR Sounds English Default Sounds User ET Main Menu Main IVR Sounds English Default Sounds User Modify Service Announcement Main IVR Sounds English Default Sounds User ET O To hear Main Menu Main IVR Sounds English Default Sounds User Modify To hear Service semen Main IVR Sounds English Default Sounds User ET O use the Directory Sound Description ser Modify default language To hear our current service announcement press 2 Digium Inc 138 Switchvox Adding a Sound Extensions Sound Manager Sound Name The Admin Suite PBX Features To add new language sound file to a sound that already exists follow the instructions in Modifying Playing a Sound For example if you already have a sound for hi in English and you want to create the Spanish sound
207. oxes to allow or deny use of each outgoing call rule just as you would for Switchvox extensions See Outgoing Call Rules for details WARNING Use this action with extreme caution because it can be abused by callers Go To IVR Menu Action This action sends a caller to another IVR menu This can also be used to jump or return to an action in the current IVR menu Go To IVR Menu Select the IVR menu to send the caller to IVR Menu Entry Point Select an action that is in the above IVR menu You do not have to start at the beginning of the IVR Record Digits This action records digits the DTMF tones pressed by the caller The digits are saved in a variable Beep before recording Select Yes if you want a beep sound to play before recording begins This lets the caller know they should start pressing buttons Stop recording after this many digits Enter a number from 0 to 255 Recording stops when the caller has pressed the maximum number of digits or the pound 7 key If this is O the recording continues until the caller presses f or presses 255 digits Recorded Digits Variable Name Select a previously set variable or enter a unique name for this variable Say Digits Letters This action plays digits and or letters to the caller Each digit or letter is read individually For example one four four five or LIK E If you want to say one thousand four hundred and forty five instead use the Say A Num
208. p Forever OR O Delete calls after Cal gt OR Backup and then delete calls after Eals y amp you must enter your ftp server information in the Call Recording Settings Section to en What is the minimum recording length O Delete recordings shorter than seconds Digium Inc 148 Switchvox The Admin Suite PBX Features Switchboard Plugins Switchboard Plugins let you add powerful panels to the Switchboard These panels let you exchange data with external Web applications then display the results The panels refresh each time a call comes in showing caller specific information For each panel you can specify which phone type extensions are allowed to use it If an extension isn t allowed to use a panel that panel isn t included in the Switchboard s Panel menu Extensions PBX Features System Setup Diagnostics Switchboard Plugins Create a custom panel that references third party web services 2 Tell me all about custom panels EJ Panel Settings Panel Name GoogleLookup Panel Description Look up Caller ID Name on Google Panel URL pm pda search mrestrict xhtml amp g s CALLER ID NAME 6 Extensions allowed to use this panel All Available Accounts Extensions with this Panel 1091 Kruse Lesher 1001 Justine Kilean A 1092 Marlow Shumard 1020 Jane Doeson ia Standard Panels Standard panels provide integration with SugarCRM Salesforce com and Google Map
209. p with announcements about special offers and assign that group to your sales call queue The default MOH group is a selection of classical songs You can add songs to this group and delete any songs that you don t want Switchvox supports the Ogg Vorbis codec for MOH files This means that any file you want to use for MOH needs to end in ogg or it won t play properly However Switchvox can support other types of sound files if you add a new codec For more information see Adding a Codec The MOH Main page lists Al Songs in MOH For each song it lists its group play order and date added To sort by column data click that column name and click it again to toggle ascending descending order You can also play the files To list all of the groups select All Groups and click Go To list the songs in a group select the group name and click Go To list all of the codecs that you can use select All Codecs and click Go Adding a Group To add a new group select Group from the Add New dropdown then click Go This displays the Music On Hold Group page Group Name Enter a unique name for this group Description Enter a brief description of the group Play Volume Select Soft Normal Loud or somewhere in between on the adjustable slide bar Digium Inc 105 Switchvox The Admin Suite PBX Features Extensions PBX Features System Setup Diagnostics Music On Hold The music on hold manager lets you create groups of music
210. particular set of operations by dialing a the two digit feature code then another extension For details see Feature Code Extensions Call Queue An extension that collects and handles callers and the extension owners who should answer the calls For example customer service is often a call queue For details see Call Queue Extensions Agent Log In An extension that is used to log an extension into call queues and or to log a virtual extension into a phone This extension can also be used to toggle logging in and logging out so that you do not have to have a separate Agent Log out extension For details see Agent Log In Extensions This feature is only available in Switchvox SMB Agent Log Out An extension that is used to log an extension out of call queues and or to log a virtual extension out of a phone For details see Agent Log Out Extensions This feature is only available in Switchvox SMB To create one extension click Create A New Extension Select the type of extension from the dropdown If you are creating a phone type extension you also need to select the Extension Template to use Leave this as Default if you have not created your own templates Digium Inc 67 Switchvox The Admin Suite Extensions If you are creating a feature code type of extension you also need to select the Feature Type Click Create at the end of the page to create the new extension and display the settings page When you have c
211. ple subsequent actions are interruptible the IVR remembers each key that was pressed to interrupt each action 4 When an IVR has collected one or more keys through a series of interruptible actions it uses those keys in the order they were pressed in the following man ner 1 If there is an upcoming Record Digits action with no un interruptible action in the way the keys are reserved for the Record Digits action They will not be used to dial an extension or to select an option 2 If Enable Extension Dialing is on and the first key pressed matches an extension number Switchvox pauses for 3 seconds to see if the caller will press a second key If a second key is pressed and a valid extension is dialed the call is transferred However if two or more keys are pressed that do not Digium Inc 110 Switchvox The Admin Suite PBX Features match a valid extension then the key press is considered an Invalid Option see Adding amp Modifying IVR Options 3 If Enable Extension Dialing is not on or the caller presses a key that does not match an extension or the caller does not press a second key within 3 seconds the option that matches that key is selected and the caller is sent to that option s IVR menu Play Sound This action plays a sound from the Sound Manager to the caller If you want to play sounds recorded by the caller use the action Play Recorded Sound Folder Select the Sound Manager folder where this
212. ption To edit an existing scheduled report click Modify on the same line as the report The Schedule Information indicates the dates during which this report is active Enter the date that you want to activate the report the first date it should run and the date that you want to deactivate it the last date it should run If you want the report to keep running indefinitely indicate No end date The Recurrence Pattern indicates how often the report should run during the time it is active You can control how often the report runs from hourly to once a year The start date of the report indicates the beginning day and time of the report based on the recurrence pattern The Report Parameters let you define what fields of data to include in the report The Delivery Options let you define how you want to receive the report Output Type HTML graphic chart or XML Delivery Method The delivery method available is Email Enter your full email address Digium Inc 161 Switchvox The Admin Suite Diagnostics Extensions PBX Features System Setup Diagnostics Scheduled Reports u Report Information Report Name Daily Queue Activity a Schedule Information Start Date 0111 2009 FX End Event No end date mm dd yyyy O End by o ES rom dd yyyy Choose Your Recurrence Pattern 9 Run at 11 58 pm every n day s Run at 12 00 am only on O weekly O sunday C monday DO tuesday O Wednesday
213. r is 8005554321 to the extension for your purchasing department Note All phone numbers used in an incoming call rule must be exactly as they appear in your caller ID This number is usually the full 10 digit number which includes the area code To create a new incoming call rule select a type of rule from the Create A New Incoming Call Rule dropdown then click Add Rule This displays a new entry in the list the new entry is highlighted Fill in the following fields Type of number Select Phone Number or Prefix from the dropdown Number Enter the numbers of the phone number or prefix that you want to affect Transfer to extension If you created a Transfer rule enter the extension the call should be transferred to Action to perform If you created a Block rule select Play Busy Signal Play Congestion or Hangup from the dropdown Times to apply this rule Select Any Time During Business Hours Outside Business Hours or Weekends Only from the dropdown For more information see Time Frames Click Save and a message is displayed indicating that the new rule was successfully saved Digium Inc 53 Switchvox Incoming Call Routes The Admin Suite System Setup Modifying Incoming Call Rules To change an incoming call rule modify the settings for the rule and click its Save button The rule is saved and a message is displayed indicating the rule was successfully saved Deleting Incoming Call Rules To delete a
214. r or make printer connections through a USB port or any other hot pluggable port such as IEEE 1394 infrared and so on you do not need to use this wizard Click Cancel to close the wizard and then plug the printer s cable into your computer or point the printer toward your computer s infrared port and turn the printer on Windows will automatically install the printer for voi i If you have a Plug and Play printer that connects To continue click Next 3 Click Next Digium Inc 212 Switchvox The User Suite Voicemail Fax The Local or Network Printer windows is displayed Add Printer Wizard Local or Network Printer The wizard needs to know which type of printer to set up Select the option that describes the printer you want to use Local printer attached to this computer Automatically detect and install my Plug and Play printer A network printer or a printer attached to another computer i To set up 4 network printer that is not attached to a print server J use the Local printer option 4 Select A Network Printer 5 Click Next Digium Inc 213 Switchvox The User Suite Voicemail Fax The Specify a Printer window is displayed Add Printer Wizard Specify a Printer If you don t know the name or address of the printer you can search for a printer that meets your needs What printer do you want to connect to Browse for a printer Connect to this printer o
215. r to browse for a printer select this option and click Next Name Example server printer Connect to a printer on the Internet or on a home or office network URL http pbx mybiz com 631 printers Faxpr Example http server printers myprinter printer 6 Select Connect to a printer on the Internet or on a home or office network and enter the following URL http YourDomain 631 printers faxprinter Where YourDomain is the domain that you normally use to go to your Switchvox User Suite This may be an IP address or a domain name 7 Click Next Digium Inc 214 Switchvox The User Suite Voicemail Fax The Configure Internet Port window is displayed Configure Internet Port Security options O Use anonymous account Automatically use the Windows logon name and password and domain if any Use the specified user account UserName 101 Password 99999999 CO Use the same security setting for all users 8 Select Use the specified user account and enter your extension number and your password This is the same password that you use to log into the Switchvox User Suite or to collect your voicemail 9 Click OK Digium Inc 215 Switchvox The User Suite Voicemail Fax The manufacturer and model window is displayed Add Printer Wizard Select the manufacturer and model of your printer If your printer came with an installation disk click Have Disk If
216. report on To select multiple members hold down the CTRL key and click on the members Digium Inc 158 Switchvox The Admin Suite Diagnostics Call Log This lets you generate a log of call activity Call logs are generated for the date range and criteria that you specify Criteria include extensions providers caller ID or Incoming DID Incoming DID is only available for Switchvox SMB Extensions PBX Features System Setup Diagnostics Call Log See what calls have been made on the phone system Use the form below to narrow down th in the logs in order to derive a more meaningful and specific call report From Date 03 19 2009 M7 To Date 03718 2009 T7 mm dd vvyyy rnm dd vvvy All Calls Phones Call Queues IVRs Agents Providers CallerId Incoming DID This will show you all calls in your system between the dates selected above View Report Output to xls file Output to xml CallLog 1to11 of11 Call Date amp Call From Call To Call Type Call Time 03 18 09 3 28 19 PM Justine Kilean 1012 Gilbert Brown lt 104 gt outgoing 39s 03 18 09 3 22 30 PM John Smith 1032 Justine Kilean lt 101 gt outgoing 4s 03 18 09 2 09 05 PM John Smith lt 103 gt Justine Kilean lt 101 gt outgoing im Os 03 18 09 2 08 00 PM John Smith lt 103 gt Justine Kilean lt 101 gt outgoing 14s 03 18 09 1 18 34 PM Jane Doeson 102 Gilbert Brown lt 104 gt outgoing 3s 03 18 09 1 18 25 PM Jane Doeson lt 102 gt Justine Ki
217. ribe how to set up two offices one in London and one in Boston Both have their own Switchvox installation and broadband connection 1 Assign extensions To make call routing easier it s a good idea to make all London extensions start with one number and Boston extensions start with a different number In this example we will make all London extensions 200 299 and all Boston extensions 400 499 2 On each Switchvox set up a VOIP provider that is the other Switchvox Select System Setup gt VOIP Providers then add a new IAX or SIP provider The set tings are as follows You need to click Show Advanced Options to access some of these settings In the new provider on the London Switchvox For SIP Provider Name Boston Switchvox Your Account ID switchvox For IAX Provider Name Boston Switchvox Provider Label boston_switchvox Your Account ID london_switchvox Your Password switchvOx Hostname IP Address boston com or an IP address Jabber Hostname jabber boston com Digium Inc 46 Switchvox The Admin Suite System Setup In the new provider on the Boston Switchvox For SIP Provider Name London Switchvox Your Account ID switchvox For IAX Provider Name London Switchvox Provider Label london switchvox Your Account ID boston_switchvox Your Password switchvOx Hostname IP Address london com or an IP address Jabber Hostname jabber london com In the new provider for both Switchvoxes s
218. ring strategy it always tries to call the members in order starting with the first member To change the order of the member list highlight an extension and use the up down arrows to move the extension up or down in the list Queue members can receive calls while already on a call Check this box if you want this to be true By default queues do not ring members who are already on a call Note Your phone must be able to support multiple simultaneous calls for this feature to work properly User Permission Settings Set the permission level for extensions to see this queue in the Queue Panel on their Switchboard To set these permissions click the link Click to Show User Permission Settings Filter list by Extension Group lets you display all phone extensions or just the extensions in an extension group Highlight an extension and select one of the following permission levels My Status Lets the extension open this queue panel and see his call information for today Overview Lets the extension open this queue panel and see his call information for today and an overview of all the queue information for today Detailed View Lets the extension open this queue panel and see his call information for today an overview of all the queue information for today and the members and callers in the queue Caller Experience Settings The Caller Experience settings offer two options for what happens when a caller is waiting in the queue
219. rom outside your network enter the IP address to use when connecting to the Switchvox server This allows Switchvox to address its traffic appropriately Interfaces The IP and Netmask address You set these addresses when you installed the Switchvox software and you do not normally need to change this information after installation Digium Inc 166 Switchvox Extensions PBX Features Network Settings The Admin Suite Machine Admin System Setup Diagnostics Changing your network settings can cause all active calls to be dropped We do not recor your network settings during business hours Gateway Address IP address of your router DNS Addresses IP addresses of your name servers Allow Nat 9 Yes Port Forwarding What does this mean External IP Address Hostname Whatis this for Interfaces ethi eth D click to Show Advanced Options Enabled Oves 9 No Protocol OpnHcP Static IP Address Netmask Enabled yes Ono Protocol OpHcp static IP Address 10 10 1 11 Metmask 255 255 252 0 Update Network Settings Digium Inc 167 Switchvox Advanced Options The Admin Suite Machine Admin It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Hostname You can set a hostname for Switchvox e g pbx example com if you have a DNS setting This may alleviate problems
220. s SugarCRM This panel provides integration with your SugarCRM application Digium Inc 149 Switchvox The Admin Suite PBX Features SugarCRM Web URL This is the URL to your SugarCRM application s Web interface e g http crm example com sugarcrm If you want external users to have access to this panel then this URL must be accessible from the outside Internet If your SugarCRM application is running behind NAT you may need to make it accessible by forwarding ports HTTPS URLs and alternate ports are supported e g https public example com 8080 sugarcrm SugarCRM SOAP URL This is the URL to your SugarCRM application s SOAP API e g http crm example com sugarcrm soap php This URL must be accessible from the outside Internet so if your CRM application is running behind NAT you may need to make it accessible by forwarding ports HTTPS URLs and alternate ports are supported e g https public example com 8080 sugarcrm soap php Extensions allowed to use this panel Select one or many extensions on the left and click the right facing green icon to put those extensions into the box on the right All of the extensions in the box on the right are allowed to use this panel Click Save Settings to save these settings and return to the main page Test your connection Enter your SugarCRM username and password and the phone number for a contact in your application Click Test Settings to se
221. s 05 If he doesn t Switchvox proceeds to option 1 Invalid Option Settings Specify what should happen when a caller presses a key for an option that doesn t exist Select a sound to play then an IVR menu and entry point you don t have to start from the beginning of the menu Option Timeout Settings Specify what should happen if a caller fails to select any options within a certain amount of time Set the number of seconds to give the caller a sound to play and an IVR menu and entry point you don t have to start from the beginning of the menu Retry Settings Specify what should happen if a caller chooses an invalid option or times out several times Select the number of times to allow and an IVR menu and entry point you don t have to start from the beginning of the menu The following is an example of an IVR solution that includes the following 1 Answers the main line with a recorded greeting If it is after business hours an additional message gives the normal business hours 2 Explains to callers that if they know their party s extension they can dial it at any time This is considered the beginning of the main IVR so that if we send call ers back to the beginning of the menu we don t force them to listen to our greet ing each time UJ Offers callers an option to use the company directory 4 Offers callers an option to hear recorded information Nn Offers callers the option to talk to some
222. s and it is not marked as a final rule the next rule is called and so on Switchvox is preconfigured with a set of outgoing call rules that serve most situations Outgoing Call Rules Create modify and delete outgoing call rules to apply to the extensions on your phone syste 2 What are outgoing call rules Add New Outgoing Rule Outgoing Rules Priority Y Move Name 0 eo O oo Q 1to7 of 7 Pattern to Match Outgoing Type Call Usinc Begins with 9011 and the remainder International is 7 Channel Group PRI Line is 7 Begins with 91 900 976 and the 1 900 Numbers Channel Group PRI Line remainde Begins with 91 800 888 877 866 Toll Free Channel Group PRI Line and the E Begins with 91 and the remainder is Long Distance me Channel Group PRI Line Begins with 9 and the remainder is Local Channel Group PRI Line 7 dig 911 Number exactly matches 911 Channel Group PRI Line Internal Any number 3 digits in length internal Creating a New Outgoing Rule To create a new call rule click Add New Outgoing Rule The settings are as follows Rule Name Enter a unique name for this rule Digium Inc 49 Switchvox The Admin Suite System Setup Modify Outgoing Call Rule Rule Name Is this rule final 2 Whatis a final rule Pattern to match Local Oves Ono Number begins with the digits 91 760 619 858 2 what do these fields mean The rest of the number must be between a
223. s except for the D channel Partial PRIs use a subset for the Bearer channels Digium Inc 28 Switchvox Phone The Admin Suite System Setup BRI The Data channel is the third channel on every BRI that controls signaling The Bearer channels are the first two channels on a BRI that actually pass calls E amp M Signaling The E amp M Ear amp Mouth Signaling device type is a different type of T1 signaling used by some telephone companies Setup If you purchased your phones from Digium for use with Switchvox then your phones are already configured Plug the phones into your network and wait for them to start up Once you see the date and time on the phone s display pick up the handset and dial 800 This extension rings a sample Interactive Voice Response IVR menu The call should connect and you should hear a recorded voice say congratulations Switchvox has been configured properly If you did not purchase your phones from Digium we offer the Phone Setup tool that lets you easily set up phones from Polycom and snom technology Inc This feature is only available in Switchvox SMB Note If you do not have these types of phones you need to refer to your phone s documentation for information on how to set it up for use with Switchvox Select System Setup Phone Setup to display the Phone Setup page For each phone that you want to set up for use with Switchvox you need to have a Phone Configuration Token See Ph
224. s most powerful yet easy to configure IP PBX This documentation describes the Switchvox installation process how to get started and how to use the Web based Switchvox Admin Tool Suite Throughout this document we refer to the Admin Suite menu options as a path using gt Instead of saying select the Manage Extensions option from the Extensions menu in the navigation bar we say select Extensions gt Manage Extensions ng Your System To install Switchvox first connect a monitor keyboard and network cable to the Appliance then turn it on The Switchvox software is most likely preinstalled on your Appliance so you do not need to install the software from the CD ROM If that is the case skip to the section Configuring Your Network Otherwise follow the instructions in Installing the Software from CD ROM Place the Switchvox Installation CD ROM in the Appliance s CD ROM drive and then reboot You are prompted to start the installation process by pressing enter on your keyboard Setting the Time Zone After you start the installation process a map is displayed Select a location on the map that indicates the time zone in which Switchvox will operate If you select the incorrect time zone or you move to a different time zone later you can change it after Switchvox is installed Setting the time zone is particularly important for generating accurate call reports Formatting the Hard Drive and Installing the So
225. s of incoming call routes Single DID Lets you send a single phone number to a specific extension For example Route number 8005551212 on numbers from Channel Group T1 to extension 802 Digium Inc 54 Switchvox The Admin Suite System Setup Multiple DID Lets you send a range of phone numbers to an extension that is derived from the phone number itself This is useful if each person has an outside number for directly dialing their extension For example All Voice Calls on numbers from Channel Group TI ranging from 8005551200 through 8005551300 will route to an extension derived by trimming 7 digits from the front and adding 0 to the result Note Some SIP providers and most types of analog lines do not send the number dialed to the PBX Ask your phone service provider if they support multiple incoming numbers or DIDs To create a new incoming call route select the type of route from the Create A New Incoming Call Route dropdown then click Add Route This displays a new entry in the list the new entry is highlighted Fill in the following fields Type of Call Select the type of calls to affect Voice Calls Faxes or Voice Calls and Faxes This feature is only available in Switchvox SMB You must install a fax license and the fax software to make faxing available For details see Digium Addon Products In other versions of Switchvox you do not need to select the Type of Call From Enter the source of the call either a
226. s this used for Save Custom Voicemail Message Lengths URL Manager Default URL Events The URL Manager lets you set up Switchvox to interact with external Web applications When certain events occur in Switchvox it can submit information about the event to a Web application and respond to the XML that is returned This feature is only available in Switchvox SMB You can enter a Default URL so that you do not have to enter a full URL for each event But you can choose to use the default URL or not so you still have flexibility on each event The following events trigger an HTTP POST On Incoming Call Triggered at the beginning of an incoming call This event applies to calls received from VOIP providers any channel groups as well as calls between extensions It is common for requests of this type to return XML for routing the call or altering the Caller ID On Route to Extension Triggered when a call hits an extension This event can occur multiple times for each call For example a call may hit an IVR a queue and then a phone extension XML can be returned to route calls differently WARNING Do not create routing loops For example if a call to extension 333 results in a request that sets transfer_extension to 333 then Switchvox loops endlessly Do not set transfer_extension in the response to this event unless it is absolutely necessary Digium Inc 61 Switchvox The Admin Suite System Setup Extensions PBX F
227. sages and an SMTP server to use EJ Customize the settings for voicemail notification emails Voicemail Notification Email From Address PBX localhost localdomain 2 Whatis this used for Outbound SMTP Server 2 Tell me more about this Outbound SMTP Username 2 about SMTP Auth Outbound SMTP Password 2 About SMTP Auth Save Email Settings Running Voicemail Notification Diagnostics Voicemail Notification Email From Address Enter an email address When you receive emails notifying you of new voicemail messages they will come from this email address You may need to set this field to be a real email address before you are able to receive voicemail notification emails Some strict mail servers will bounce emails appearing from the domain localhost localdomain Outbound SMTP Server Enter the hostname of your SMTP server Some ISPs or network admins require all outgoing email to pass through a specific SMTP server If you are having trouble receiving voicemail notification emails you may want to specify the hostname of your server here Outbound SMTP Username and Password Enter a username and password if your SMTP server requires it It s probably safe to leave these blank as many mail servers do not require them Click Save Email Settings to save the above settings If you are having problems with voicemail notifications enter an email address to send a test message then click Run Diagnos
228. same panels are open in the same place Digium Inc 220 Switchvox Panels My Presence Panels Current Calls Panel The User Suite The Switchboard Panels let you open and close all of your Switchboard panels Each of your Phonebooks is available as a separate panel Your Switchvox administrator must give you permission to use many of the features available in the Switchboard Panels If you see a feature described here that is not available to you please ask your administrator My Presence lets you set your Switchboard presence so that your co workers can see your status and decide how to communicate with you The Away and Extended Away options let you include a comment so that you can let people know when you might be back The Switchboard panels let you see into the activity on Switchvox and manage your calls The Current Calls panel displays all of the active calls on your extension and gives you many options for handling those calls You can have as many as six current calls in the Switchboard even if your handset does not support that many Send Call If you choose not to answer a call click Send to send the call to your Call Rules The default rule is to send your calls to voicemail so most likely Send means the caller is sent to your voicemail Hold amp Resume When you are on a call one click puts that call on Hold or Resumes the call Note Resume is not available until you put the call on Hold Tak
229. should be No Alarm If any other alarm state is shown check to make sure that the device is plugged into the correct line and that you have the appropriate signaling type selected Hardware Devices Device Y Device Channel Member of Channel Group Signalling State T2XXP PCI Card 0 Span 1 1 COX PRI Lines ISDN PRI No Alarm T2XXP PCI Card 0 Span 1 2 COX PRI Lines ISDN PRI Mo Alarm T2XXP PCI Card 0 Span 1 3 COX PRI Lines ISDN PRI No Alarm Digium Inc 154 Switchvox The Admin Suite Diagnostics Voicemail Fax Disk This section shows an overview of the disk usage and lists each extension and its disk Usage usage Total Voicemail Fax Disk Usage Your disk is 75 full 6 2 gb 8 4 gb pum A A ac 096 50 100 Mvoicemail Fax disk usage Mother disk usage Voicemail Fax Disk Usage By Extension 1to20 of 20 Extension y Type First Name Last Name Quota Class Quota Used Of VM VM Usage 1 101 sip Justine Kilean 0 0 102 sip Jane Doeson 0 0 0 103 sip John Smith 0 0 0 For information about disk space quotas see Advanced Options and Extension Groups Current Calls This is a list of all current calls It shows the person who called the person who took the call the duration of the call in seconds the current state of the call and the provider To hang up on a call click Hangup Be sure that you do indeed want to hangup the call then click Yes Hangup Digium Inc 155 Switchvox The A
230. someone s personal phone so that the caller doesn t need to know your personal number For details see Phone and Virtual Extensions Other Types IVR Interactive Voice Response An extension that presents a menu to the caller or performs an action This is also known as Auto Attendant in some PBX systems For example it could ask the caller to press 1 for directions or press 2 to hear the company directory Or it could say that everyone is in a meeting then send the call to voicemail For information about setting up IVRs see IVR Editor For information about these extensions see IVR Interactive Voice Response Extensions Simple Conference Room A single conference room extension for anyone who calls or is transferred to this extension For details see Simple Conference Room Extensions Meet Me Conference Room An access point to each user s conference room Callers to this extension are prompted for a PIN corresponding to a specific user s conference room For information on user conference rooms see the User Suite Conference Setup For details see Meet me Conference Center Extensions This feature is only available in Switchvox SMB Group Pickup An extension to answer a call that is ringing a different extension This extension type lets you define which phones can be picked up and who is allowed to pick them up For details see Group Pickup Extensions This feature is only available in Switchvox SMB Di
231. structed to do so by a Technical Support representative If you decide to use these tools to reload restart reboot or shut down Switchvox be prepared Make a backup file see Creating a Backup File Inform your Switchvox users that calls will be dropped and members will be logged out of their queues Digium Inc 179 The User Suite Switchvox About Logging Into the User Suite Getting Help t The User Suite Getting Started Getting Started Welcome to Switchvox the world s most powerful yet easy to configure IP PBX This document describes how to use the Web based Switchvox User Tool Suite Throughout this document we refer to the User Suite menu options as a path using gt Instead of saying select the Modify Account option from the Settings menu in the navigation bar we say select Settings Modify Account IMPORTANT You may find some features described in this document that are not available to you This is determined by the version of Switchvox you are using and what features your Switchvox administrator has given you permission to use Please contact your administrator if you have any questions he User Suite Each user has a Switchvox account that is his or her phone extension and a password for that account Ask your Switchvox administrator for your extension number and password and for the URL of your Switchvox User Tool Suite the User Suite On a computer that is on the sam
232. substituted value Save Template Digium Inc 207 Switchvox Automatically Forwarding Voicemail The User Suite Voicemail Fax You can automatically forward all of this extension s voicemail messages to other extensions in Switchvox This is helpful for generic extensions such as Accounting or Shipping or for queue extensions such as Customer Service Callers can leave messages on one extension then all of those messages are forwarded to the appropriate people This is also useful internally if you want to send a message to everyone in a group This feature is only available in Switchvox SMB To define a specific set of extensions to receive the forwarded voicemail select Individual Extensions and move the appropriate extensions into the box on the right To specify an Extension Group to receive the forwarded voicemail select Predefined Group then choose an Extension Group from the dropdown To delete each message from this extension s Mailbox after the message is forwarded check the box Delete on Forward To send forwarded messages to all of the recipients choose Send to All from the Forwarding Type dropdown To send forwarded messages to one recipient at a time choose Round Robin With Round Robin Switchvox forwards each message to the next recipient moving through the list of recipients in the same order as they are listed in the extensions box above or in the Extension Group E vo
233. t Phonebooks Adding Phonebook Entries Your Switchvox Phonebooks let you organize your contacts so that you can easily access them from your Switchboard Phonebooks can include your fellow Switchvox users and external contacts There are three types of Phonebook entries System Extension Other extensions on your Switchvox PBX External Number Phone numbers outside of your Switchvox PBX Make sure to enter these as you would dial them from your phone For example if you must dial 9 to get an external line this entry must begin with a 9 Status Indicator These entries are only available for Polycom and snom phones that Switchvox has configured in the Phone Setup tool If you don t see this type of entry check with your Switchvox administrator A Status Indicator entry controls a line status indicator light on your phone This feature is only available in Switchvox SMB System Extension Entries Phonebook Select the Phonebook this entry belongs in To create a new Phonebook use the New Phonebook tab This feature is only available in Switchvox SMB Other versions of Switchvox have just one Phonebook Extension s Enter at least one extension here To enter multiple extensions put a comma after each extension Click the people icon to see a directory of your Switchvox extensions Hold down Ctrl to select many extensions or hold down Shift to select a block of extensions Permission Type Normal Shows the user
234. t the same way a SIP phone sends its signal An alternative to using ATAs is to use a channel bank A channel bank is hardware typically used on legacy phone systems One channel bank can take a set of 24 analog phone lines and turn them into one T1 line that can be connected directly to Switchvox via an add in card Analog phones require no configuration however depending on the method you use to connect the analog phones to Switchvox you may have to configure either an ATA or a channel bank If you purchased your ATA with Switchvox it is preconfigured If you are using a channel bank you need to wire all the phones into the channel bank configure the channel bank to communicate with the phones then add the lines to Switchvox see Hardware Setup and Channel Admin Video Phones Video phones are digital phones that convert and send your video calls to Switchvox through your Ethernet network Switchvox supports video calling over a SIP provider and works with a number of video clients including desk phones and softphones This feature is only available in Switchvox SMB Your First Call If you purchased your phones along with Switchvox then plug each phone into your network and turn it on When a phone displays the date and time and its extension number it is ready for use If you did not purchase your phones along with Switchvox then you need to set them up for use with Switchvox For instructions on how to do this see Phone Setup
235. t time the panel is requesting the page On startup the panel will request the URL without any associated call information with FIRST_LOAD set to 1 After subsequent calls FIRST_LOAD will be set to 0 PARTIAL_REG_CODE The last four digits of your Switchvox s registration code FULL_REG_CODE_DIGEST A hexadecimal MDS hash of your Switchvox s registration code Digium Inc 152 Switchvox The Admin Suite Diagnostics Diagnostics The Diagnostics tools give you different views of the call activity in Switchvox and help you evaluate potential problems System Status This page shows you the overall health of Switchvox s connected devices including the VOIP Providers SIP Phones Hardware Devices and Mailbox Disk Usage VOIP Providers This section lists the following information for each provider Name of the provider as entered when the provider was created Host that Switchvox connects to when registering and sending calls Account ID Extension that incoming calls are sent to by default State of the connection Type Y Name Host Account ID Callback Ext Latency ms State IAX Junction Networks iax jnctn net svtesting 800 n a amp unm The state of the connection should be Registered when the system is operating properly If it is not outgoing calls will fail and incoming calls cannot be received Here are some of the most common reasons a VOIP provider is in a non registered state and a resolution VO
236. tatic is highlighted then press enter on your keyboard Use the arrow keys to highlight static if you need to You are prompted to enter the following numbers one by one IP Address The IP address provided by your network administrator Netmask By default the netmask is 255 255 255 0 If your netmask address is different change it to the correct value Gateway The address for your gateway is usually the IP address of your router A common gateway IP address is 192 168 0 1 DNS Server This address is for a server inside your network or a server your Internet Service Provider ISP runs for you If your ISP runs your DNS the network administrator there can provide this address When you are done the Configure Network Settings screen is displayed with all of those numbers listed If the numbers are correct press enter on your keyboard If you need to change the numbers use the right arrow key to highlight No and then press enter After the addresses are accepted you are prompted to reboot the system Press enter to reboot Using DHCP If your router can assign IP addresses using DHCP then you can use this method to assign the Switchvox IP address However because DHCP works differently on different routers we can t offer instructions for how to set up your router We suggest that you contact your router s manufacturer or look in your router s user manual Digium Inc 17 Switchvox The Switchvox Admin Suite URL
237. tension is 111 and the group includes extension 112 and 113 in that order If extension 112 is ringing dialing 110 from extension 111 picks up the call ringing on 112 If extensions 112 and 113 are ringing extension 112 is picked up calls are picked up in the same order as the extensions are listed This feature is only available in Switchvox SMB Group Pickup Extension Enter a unique number for this extension For information about the extension number length see Extension Settings Group Pickup Users and Admins Put individual extensions into the Group Pickup Admins box or select an extension group to give that entire group authorization to use this extension Extensions that will be picked up Put individual extensions into the Group Pickup Members box or select an extension group to make all of the extensions in the group be members Digium Inc 75 Switchvox The Admin Suite Extensions Extensions PBX Features System Setup Diagnostics Manage Extensions Whatis a group pickup extension 1 Group Pickup Settings Group Pickup Extension 3 digits in length a Group Pickup Users and Admins Extensions authorized to use this group pickup extension O Use Individual Extensions All Available Accounts Group Pickup Admins 1040 Shipping A 2002 Dave Miller 1050 Accounting j 1080 Spencer Flemming 1081 Newton Degenhardt 1082 Webster Savage 1083 Posey Podolsky 1084 Ortiz Schuster 1085 Harvey Cu
238. that has been set for this current call select Use call language If you are only using one language in Switchvox use this setting To use a specific language for these announcements in this queue select that language You are next Your call is now first in line and will be answered by the next available representative Caller Number You are currently caller number Calls waiting Waiting to speak to a representative Hold time The estimated hold time is currently Minutes Minutes Thank you Thank you for your patience In Queue Call Routing Settings The In Queue Call Routing settings determine any alternative call routing Enter values in the boxes shown as blanks here to define queue call routing This feature is only available in Switchvox SMB If a caller has been waiting in the queue for seconds route the caller to exten sion Enter a number of seconds and the extension If this is left blank callers remain in the queue indefinitely If there aren t any members logged into the queue route all incoming queue calls to extension Enter an extension If this is left blank callers are kept waiting in the queue until a queue member logs in Digium Inc 91 Switchvox The Admin Suite Extensions EJ In Queue Call Routing If a caller has been waiting in the queue for seconds route the caller to extension Leave this blank to leave callers in the queue indefinitely If there aren t any members logged int
239. they can select from these default templates or with permission customize their own templates see Managing Notification Templates Centralized Voicemail on Peered Switchvoxes You can set up a peered Switchvox as the SIP Provider for External Voicemail See External Voicemail Bulk Import Extensions tool Admins can use a CSV file to create and modify extensions See Creating amp Updating Multiple Extensions IVR Menu Actions For more information about IVR menus see IVR Editor Send an Email with or without a sound Set Global Variable Get Global Variable Get Extension Status Get Extension Type Check User Password Perform Math Digium Inc 11 Switchvox Concatenate Variables Send Recorded Sound to Voicemail Store Recorded Sound in Sound Manager Upload Recorded Sound Play Sound From URL Merge Sounds Access Control Admins can set up multiple rules to limit network access to Switchvox services For more information see Access Control BRI B410P Support This card is configured in Channel Admin HD Voice G722 Support High quality wideband audio You can set this new codec in Phone and Virtual Extensions by default extensions are set to use G722 and in VOIP Providers by default VOIP providers are not set to use G722 6 digit extensions Extensions can be 3 4 5 or 6 digits Go to the Admin Suite Extensions Extension Settings to set your extension length see Extension Setti
240. tic Tool A diagnostic page is displayed that describes each step that was taken and the result passed or failed Digium Inc 56 Switchvox The Admin Suite System Setup Voicemail Notification Email Diagnostics Are users not receiving voicemail notification emails Email Address to Send a Test Email To Voicemail Routing There are several options for handling voicemail related actions Voicemail Routing O During a user s voicemail greeting callers may push the key to log into the current y During a user s voicemail greeting callers may push the D key to exit and be forwarded to If a user s voicemail box is full callers will be forwarded to extension A Save Settings Voicemail Email Templates During a user s voicemail greeting callers may push the key to log into the current voicemail box Check the box if you want this to be true When the caller presses he or she is prompted for their password During a user s voicemail greeting callers may push the 0 key to exit and be forwarded to extension Enter an extension if you want this to be true Click the people icon to select from a list of extensions When the caller pushes 0 he or she has the option to accept and save their recording before being transferred to the extension If a user s voicemail box is full callers will be forwarded to extension Enter an extension if you want this to be true Click the pe
241. tion Email Template il Default 2 External Email Attach WAV File Modify D local copy Yes EN justine mybiz com Yes ES O Delete local copy of voicemail 2 ren me more about this To add a new notification option click Add New Notification Email Enter your Email address select a template and select Yes or No to indicate whether or not to attach the voicemail WAV file to the email message To edit a notification option click its Edit button To delete a notification option click its Delete button You cannot delete the local copy option that is the copy in your Switchvox IMAP mailbox but you can change the template This is the template that you will see if you subscribe to your Switchvox IMAP mailbox using your desktop email application To delete the Switchvox copy of the voicemail once its sent to your email address es check the box Delete local copy of voicemail This option lets you handle your voicemail entirely through your own email account Digium Inc 205 Switchvox The User Suite Voicemail Fax Managing Voicemail Email Templates let you customize your voicemail notification email Notification messages You can create multiple templates and tailor them to different types of Templ ates email accounts These custom templates are available along with default templates when you create or edit a Voicemail Notification Option Voicemail Email Templates 2 Tell me more about this Create A New Voice
242. tion in an Extended Entry your Switchvox administrator has not given you permission to do so Digium Inc 191 Switchvox Managing Phonebooks The User Suite Settings External Number Entries Phonebook Select the Phonebook this entry belongs in To create a new Phonebook use the New Phonebook tab Number Enter the phone number Name Enter a name Jabber ID Enter this person s Jabber ID to display his Jabber presence on your Switchboard in his Phonebook entry Status Indicator Entries Phonebook Select the Phonebook this entry belongs in To create a new Phonebook use the New Phonebook tab IMPORTANT This must be the same Phonebook as the one in the Phone Provisioning Options for this entry to affect your phone see Managing Phonebooks Also it must be one of the first entries in the Phonebook if you want it to display without having to scroll through the entries on your phone Entry Name Enter a name for this entry This isn t required as you don t see the entry in your Switchboard Monitor Type Parking Lot This lights up the line status indicator on your phone when a caller is waiting in the specified Parking Lot Extension Queue Login Status This lights up the line status indicator on your phone when you are logged into the specified queue Enter the Agent Login Extension that you use to log into this queue and the queue that you want to monitor To create a new Phonebook click the New Phoneboo
243. tivity for a queue or a set of queues or a queue member Queue reports are generated for the date range and criteria that you specify This feature is only available in Switchvox SMB Extensions PBX Features System Setup Diagnostics Queue Reports Get detailed reports to help analyze your call queues and their members Use the form below information that you view in the reports in order to derive a more meaningful and specific quet From Date 03 24 2009 P7 To Date 03 25 2009 M mm dd vvvy rnm dd vevy O Ignore Weekends Call Queues Call Queue Members Report Breakdown Average Talk and Wait Time Per Call By Queue v Select Queue s B11 Customer Service 612 Technical Support Hold down CTRL to select m View Chart Check the Ignore Weekends box if your queue is not active on weekends and calls on those days can be ignored To view the report set up your criteria then click View Chart Call Queue Queue reports can be broken down in different ways based on talk and wait times Reports date day of the week e g Monday or hour of the day Select the report breakdown then select at least one queue to report on To select multiple queues hold down the CTRL key and click on the queues Call Queue Queue Member reports can be broken down in different ways based on talk time Member Reports member date and duration Select the report breakdown then select at least one member to
244. to delete the group then click Yes Delete Group This redisplays the Music On Hold main page and a message indicates that your group has been deleted Uploading a Song To upload a song select Upload Song from the Add New dropdown then click Go This displays the MOH Upload page Digium Inc 106 Switchvox Extensions Music On Hold Song to Upload Must be a ogg file Part of Group Upload Song The Admin Suite PBX Features PBX Features System Setup Diagnostics Browse Favorites W Song to Upload Click Browse then use the dialog box to locate the file on your machine Select the file that you want to upload then click OK This closes the dialog box and puts the name of the file in the Song to Upload box Be sure that you are uploading an ogg file see Adding a Codec if you want to use files of another type Part of Group Select a group from the dropdown You can always move or copy the song to a different group Click Upload Song to upload the new file The MOH Main page is displayed again with a success or failure message and the new song is available in the song list Moving or Copying Songs To move song files to a different group check the box for each song that you want to move select the new group from the Move To dropdown then click Move To The song list is refreshed and reflects this change To copy song files to a different group check the box for each song that you want t
245. ts e de Dee ea etu bates aan tee 116 Send to MOI Ml Bop nd AA ee s hatte UM 116 Send to External Number 000 00 eee eee 117 Go To IVR Menu Action air doge m RREQUAI aa E 117 Record BIOIIS sace on oan ed a i A a a Bae ewe 117 Say Digils Letlere Jes ee Soc ee ee RR M OE e ete d 117 Digium Inc Switchvox Say A Number Geen eae COP S Me ee 118 Say Date Time sas eoe SE tows a ede kes she Barta eee 118 Play D EME Tones co Sio ou rd eue EO Ree 118 Perrorm Mat sec oue ewe ie eRELZSEKTES TI is da 118 Set Variable eoo hu cha de ux uc t AE d Rea EE 119 Set Global Variable sca 9 ae ded bake 119 Get Global Variable iis sea pisce ak ao ae ea 119 Concatenate Variables 0 00 eee 119 Send Call Values to URL 0 00 e eee eee 120 URE wats 2h boi sowie voa S RO SC QOO durer dee 120 XML and Returned Values oooooooomoomo 120 Get Extension Status 82 ian ben pee Rake dees Pee eed Rp Ad 121 Get Extension Type e ree Gi UE CREE RR ER ak AT EK A 121 Check User Password seine 284 A e yard AS Be 122 Adding amp Modifying IVR Options 00 000 eee eee 122 A Sample IVR Menu ss eeu En d sa aad sae ee Role ME PERS 123 SOBPIS sean sedes qe ir mop eg ea ed ose d id 124 IVR Men Sena ud Ere v E xta c at et E tc RS B 125 Play Sound Greeting 0 0 ore Re ee x rds 127 Time Based Clause Business Hours 00 005 128 Option Start at Main ee ke Se oad oes 129 Option 1 D
246. tting is five the call goes to that member s voicemail and not to the next member of the queue Some phones may stop ringing and give up after some number of seconds or rings If this setting is a large value above 60 and you notice the phones stop before that number of seconds you might want to try to change your phone to increase this limit Digium Inc 86 Switchvox The Admin Suite Extensions a Call Queue Member Settings kb C Seconds to Ring Each Member What does this mean 1 ring approximately equals 4 seconds Seconds to Wait Between Members What does this mean ii Seconds for Wrap Up What does this mean Pickup Announcement Use Call Language Pickup Announcement e What is this for Acknowledge Call Oves Ono What does this mean Number of Missed Calls Before Auto Log Off What does this mean All Available Accounts Call Queue Manage Queue Members 101 Justine Kilean How does this work 102 Jane Doeson 103 John Smith 104 Gilbert Brown 105 Agner Witt 106 Spencer Flemming 107 Newton Degenhardt 108 Webster Savage 103 Posey Podolsky 110 Ortiz Schuster 111 Harvey Culver 112 Webb Sanderson 113 Morris Madsen 114 Moon Bradley 115 Conway Magee DDenotes L Denotes O Queue members can receive calls while already on a call What does this mean D gt Click to Show User Permission Settings Digium Inc 87 Switchvox The Admin Suite Extensions
247. tup If you decide that a phone has the wrong extension check the box for that phone and click Reject Checked Phones This puts the phone back into the Unknown Phones list Note The Config Authentication Login and Password shown on this page are used when the phone requests a current configuration file from Switchvox This is different from the phone s registration login and the extension s login and you can safely ignore this information 2 Once each phone has the correct extension check its box and click Accept Checked Phones Switchvox creates any extensions that do not already exist pushes out the final configuration to each phone and sends a command to each phone to reboot again Note If an extension already exists this process does not change the phone s registration login or the extension s password If the extension is created in this process then the phone registration login is randomly generated and the exten sion password is the same as the extension number The phones are now on the Configured Phones list on the Phone Setup page Each time a configured phone reboots it receives configuration updates and its user s specified Phonebook Unknown Phones b Unconfigured Phones b Configured Phones Remaining phone configu gt Show Advanced O ration tokens 149 ptions Unconfigure Checked Phones Configured Phones Ir MAC Address Y C 200 04 f2 02 1a 5e Advanced Options Phone Info Ext In
248. turb unless it s the President 8 Gilbert Brown Ga 104 du John Smith 103 LI a Conway Magee t 115 PK 8 John Smith Ga 103 dh Gilbert Brown 104 7 OO 18 Jane Doeson SZ 102 dh A Murphy McCaig 116 Yoicemail 899 Directory Panel Parking Lot Panel Phonebook Panels Customer Service 611 Add Phonebook Entry The Directory panel offers you access to all of the extensions in Switchvox You can click and drag a call to an entry in the Directory Panel to transfer the call to that extension The Parking Lot panel lets you Park a call so that the call can be picked up at a different extension To Park a call just click and drag the call to the Parking Lot panel Then you or any of your coworkers can pick up a phone and dial the Parking Lot extension to be connected to the caller An extension must have permission to pick up a parked call Each Phonebook panel displays the entries in that Phonebook You can click on any entry to dial that number Some extensions can display as Extended Entries to help you communicate more effectively with that person Normal Entries Normal Phonebook entries show your coworkers extensions or your frequently dialed external phone numbers Each extension is shown with its Presence information and you can click on any of these to dial them like a speed dial button Digium Inc 222 Switchvox The User Suite The Switch
249. twork and services Click the Checkmark icon to save your changes Deleting an Access Control Rule To delete a rule click the X icon next to the rule Be sure that you do indeed want to delete this rule then click Yes Delete Rule The rule is permanently deleted Set System Clock This shows you the current time zone and time setting By default Switchvox uses NTP to retrieve its time settings Unless you have a particular reason to change this leave your clock set to the default NTP settings The time zone can be changed if the machine is moved from one location to another Extensions PBX Features System Setup Diagnostics Set System Clock Your Current System Time 03 18 2009 1 24 PM Your Current Timezone America Los Angeles Set your Timezone Timezone America Los Angeles v Set your System Date and Time Manually Set Your Date Time Disable NTP time fetching below to enable this option OR Use an NTP Server pool ntp org O Disable NTP time fetching Example us pool ntp org WARNING Changing the system time requires a software restart All current calls in the Save Time Settings Digium Inc 171 Switchvox The Admin Suite Machine Admin Backups Creating a Backup File Creating Automatic Backups Switchvox lets you create and download a backup file that can contain all of the data and audio files for Switchvox This file may be restored back into Switchvox at any t
250. ugh that rule see Outgoing Call Rules under Manage Extensions Incoming Calls Incoming Call Rules The Incoming Calls tools let you manage incoming call rules and routes This section lets you create modify prioritize and delete incoming call rules that apply to the extensions on Switchvox Incoming call rules let you perform actions on calls based on who is calling you These rules are system wide and happen before any of the extension call rules are triggered Digium Inc 52 Switchvox The Admin Suite System Setup Incoming Call Rules Create modify prioritize and delete incoming call rules to apply to the extensions on your PB 2 Tell me more about Incoming Call Rules Create A New Incoming Call Rule Block Number v Move 1 s Y Incoming Call Rules Transfer Prefix v to extension 2 if time is During Business Hours e There are two types of incoming call rules Block Number Lets you block callers from certain phone numbers or prefixes For example a rogue fax machine keeps calling your office with a caller ID number of 8005551234 You could add a Block Number incoming call rule that hangs up anytime this number calls you You can block whole prefixes of numbers by choosing to block Prefix rather than Phone Number Transfer Call Lets you transfer certain callers to a specific extension For example you could route all calls from a vendor whose phone numbe
251. up your Switchvox server see Configuring Your Network You can only do this from here Set Admin Password This function lets you change the main Admin password user admin to get into the Switchvox Admin Tool Suite You can only do this from here Reboot the PBX This function lets you reboot Switchvox You can also do this from Machine Admin System Reload see System Reload Shutdown the PBX This function lets you shutdown Switchvox and turn off the power on the appli ance You can also do this from Machine Admin System Reload see System Reload Reset HTTPS certificate This function lets you reset your SSL certificate You can only do this from here Restore Web Admin Access This function lets you restore local network access to the Web based Switchvox Admin Tool Suite If you turned off this access in the Local Network rule in Access Control you can turn it back on using this option This feature is only available in Switchvox SMB Allow Tech Support Access This function allows Switchvox technical support representatives to log into your Switchvox appliance You can also do this from Diagnostics TSR Report see TSR Report Digium Inc 18 Switchvox The Admin Suite Getting Started About the Admin Suite The Switchvox Admin Tool Suite the Admin Suite lets you administer Switchvox via a Web browser Logging Into the On a computer that is on the same network as Switchvox open a W
252. urrent phone connections will be dropped and members will be logged out of all call queues Digium Inc 142 Switchvox The Admin Suite PBX Features Time Frames Switchvox can operate differently based on the date day and time VR Menus and Call Rules can be set up to check the Time Frames and then act accordingly There are several predefined time frames that you can use Business Hours Outside Business Hours and Weekends Only You can edit or delete these time frames or create new ones A time frame is considered valid when the current date and time match any one of a time frame s rules Not all of the rules have to match Extensions PBX Features System Setup Diagnostics Time Frames Create modify and delete time frames to facilitate the administration of call rules on your PBX l2lwhat are Time Frames for Create A New Time Frame Time Frame Name Create New Modify Existing Time Frames During Business Hours Eto Outside Business Hours RETE Creating a New To create a new time frame enter a unique name and click Create New Enter any Time Frame appropriate Start and End Dates Start and End Days and Start and End times then click Add Continue adding rules until you have completed the Time Frame definition The following are sample time frame definitions Mondays 12 01AM to 12 00PM and Wednesdays 12 01AM to 12 00PM Start Date End Date Start Day End Day Start Time End Time Monday Monday Wednesd
253. value rfc2833 Advanced Options It is unusual to change the Advanced Options so they are hidden If you find that you need to change an Advanced Option click Show Advanced Options Digium Inc 69 Switchvox The Admin Suite Extensions Phone Password Enter your phone password and verify it This is the password you provide when configuring your SIP phone It may be different than the password that you use to login to administer your SIP phone through the manufacturer s interface The phone password you select during the manufacturer s SIP phone setup must match the phone password here or Switchvox cannot access your SIP phone Supported Codecs Select the codecs your phone supports Check your phone s user manual if you do not know them For video H 263 and H 264 are on by default For audio ULAW ALAW and G722 generally work with every phone and provide the best sound quality They are selected by default The following table describes the audio codecs If you have Switchvox SMB and you have entered a License key for the G729 Codec in Machine Admin gt Digium Addon Products you will also see G729 in the list of codecs Audio Codecs Codec Bandwidth Sound Quality CPU Usage Usage kbits s ULAW 85 Great None ALAW 85 Great None G722 85 Excellent Low G726 54 Good Low SPEEX 33 Great High GSM 35 Good Low ADPCM 54 Good Low ILBC 27 Good High LPC10 22 Poor Medium Phone NAT Traversal This option controls how Switchvox
254. w Go To IVR Menu Action Dial CS 7 A C Start at Main Q Listen for options 7 A C1 Dial Directory a C2 Play Service Announcement Modify Actions jr rn reme teh Options You currently do not have any options for this TVR I Modify Options Digium Inc 132 Switchvox The Admin Suite PBX Features Option 3 Customer Service Time Based Clause This shows the details of the Customer Service action s time based clause If the call is outside of business hours it is sent to the Customer Service voicemail Select Starting IVR Menu Main YA 800 Em IVR Menu Name Extension IVR Tree IVR Menu Details n Main IVR bu Y Play Sound Time Based Clause Conditional Clause If current time is in time range Hours Action Type Time Based Clause j VU Play Sound Z LI Play Sound Go To IVR Menu Dial CS Voicemail z Y Play Sound I R Menu Entry Point Always Context Beginning Y Play Sound pu I Play Sound Modify This Action Delete This Ac Qa Listen for options au C Start at Main ag C 1 Dial Directory WI C 2 Play Service Announcement Customer Service m U o po Pe Based Clause M Go To IVR vec RR 8 Listen for options Digium Inc 133 Switchvox The Admin Suite PBX Features Dial CS Voicemail This shows the details for the action Dial CS Voicemail which sends the call to extension 610 s voicemail 610
255. waters d ro ad 66 Creating One Extensions bz calera arr ae d Sic eu caria ei 67 Phone and Virtual Extensions 000 cece ee eee 68 Extension Selulis aues wen SEU ark wath ee meee RO ees 68 Advanced Options 22 ou o exeo AA 69 PHONE Settings uen dor meae Seba ee sana Dad or eee eae 69 Advanced Options oe uous bes RT S Ree EE eae RE 69 Enable PBX Features sic ncee2 buy adas bd ee eee 71 Outgoing Call Rules 3 44 Se ae dex t SMS Se SS lores 2 72 Extension Groups sta ser rro rex eee rue eh Vadit ea oi Sad 72 IVR Interactive Voice Response Extensions 72 Simple Conference Room Extensions 000eeeee 73 Meet me Conference Center Extensions 000005 74 Group Pickup Extensions mrs at dan 75 Intercom Paging Extensi0NS ooooooooommrnnmo 77 Intercom Users and Admins 20002 ee eeee 78 Directory Extension oia eheut t xADOD ERE ok gage p ieee hee 78 Directory Seludjss 2 eet e da a ao 0 78 Directory MGMDGlS iuge ex ER ee eae tas 79 Voicemail Access Extension 2 2000 eee eee eee 79 Call Parkng EXIenslons out od eles bah ete UE RE Ede es 80 pialeToneExtensibr8s cue S ete ED aoc cem e es cpu aude 81 Feature Code Extensions n o 3 EP ERA RT Ee he ERE 81 Call Queue Extensions 0 0000 else 85 Gall Queue Setup sra x REL RH a 85 Call Queue Member Settings 000 00002 e eee 86 Caller Experience SettingS
256. with delivering emails through particularly strict SMTP servers IMPORTANT This option also sets the web server s SSL key This may help prevent warnings from your browser when logging into Switchvox In most cases it is best to leave this option unchanged Jabber Hostname You can set a hostname for the Jabber server in Switchvox e g jabber example com if you have a DNS setting This feature is only available in Switchvox SMB IP ToS This lets you set the ToS or DSCP field in VoIP packets sent by Switchvox This field can be used by firewalls and switches to distinguish specific types of traffic to apply QoS rules such as favoring all voice traffic for better quality Setting the ToS field isn t a requirement for prioritizing VOIP traffic on your router it s just one way to identify VOIP traffic If you re not explicitly prioritizing this field in your network equipment changing this option will have no effect on your VOIP quality This feature is only available in Switchvox SMB Custom SSL Certificate Use this field to add a Custom SSL Certificate This option can be used to prevent your browser from popping up a security warning when you access the Admin Suite After you have purchased an HTTPS certificate from an online certificate authority it can be uploaded into these sections in order to allow Switchvox to use it for encrypting web traffic Another option for this section is if your organization creates its own web
257. word Modify Extension Justine Kilean justine mybiz com Leave blank to keep current password Good esoe Leave blank to keep current password Digium Inc 183 Switchvox Call Call Rule Sets The User Suite Settings Rules Call Rules control how your calls are handled Here are some examples When I m on the phone go straight to voicemail If I don t answer cascade calls to my mobile phone then my home phone Forward all my calls to another extension On weekends and evenings forward all my calls to another extension Hang up on calls from a certain phone number Unanswered Call Rule Sets specify how a call is handled after a certain number of rings Busy Call Rule Sets specify how a call is handled when your line is busy You can set up different rules for those situations or use the same rules When a call is unanswered or your line is busy Switchvox evaluates each of your Call Rules in the order listed The first set is evaluated in order then the second set and so on That means that the During Business Hours rule that forwards a call to your mobile phone must come before the Anytime rule that sends a call straight to your voicemail It s a good idea to test your rules by calling your extension from another phone Call Rules Call Rule types include the following Send to Voicemail This rule sends a call to your voicemail so the caller can leave a
258. ws the details of the action Dial CS which dials the Customer Service call queue Select Starting IVR Menu Dial CS ES IVR Menu Name Extension IVR Tree I R Menu Details I R Menu Name Dial CS pU 9 Dial Extension Listen for options Description dial ext 611 for customer service Edit IVR Menu Delete IVR Menu Actions 9 Dial Extension 611 Q Listen for options Modify Actions Options You currently do not have any options for this IVR I Modify Options Digium Inc 136 Switchvox The Admin Suite PBX Features Extensions Set up or just verify the following extensions in Manage Extensions Main IVR 800 This should be an IVR extension Customer Service 611 This should be a Call Queue extension Be sure to check This extension can be dialed from an IVR CustomerService Voicemail 610 This should be a Virtual extension Be sure to check This extension can be dialed from an IVR Directory 411 This should be a Directory extension Be sure to check This extension can be dialed from an IVR Phone extensions Be sure that each phone extension is set to This extension can be dialed from an IVR Note The CustomerService Voicemail extension can be set up to forward all of its voicemail to your customer service representatives For details see Automatically Forwarding Voicemail Testing It s important to test an IVR before you let your callers reac
259. xtension if you want to use a different extension than 899 first delete the 899 extension then create a new Voicemail Access extension For information about the extension number length see Extension Settings This extension can be dialed from an IVR This extension can be dialed directly from an IVR That IVR must have the Allow Extension Dialing option enabled Do not require password as long as caller is calling from his own extension Check this box if you want this to be true Call Parking Extensions A Call Parking extension parks a call so that it can be retrieved from another phone Users transfer the call to the main Call Parking extension but the call is parked in one of the extensions in the range specified PBX Features System Setup Diagnostics Call Parking Extension 700 Parking lot will reserve all extensions between through 799 Return parked calls to the extension that parked the call after seconds Modify Extension Digium Inc 80 Switchvox The Admin Suite Extensions Parking lot will reserve all extensions between and Enter the extension numbers to be used for parked calls A Call Parking extension 700 is preconfigured and reserves all extensions between 70 and 799 Return parked calls to the extension that parked the call after Enter the number of seconds that a call should remain parked before returning the call to the extension that parked the call The default is 90 seconds
260. xtension number if you want this to be true Meet me Conference Center Extensions This extension provides an access point to each user s conference room Callers to this extension are prompted for a PIN corresponding to a specific user s conference room See the User Suite Conference Setup Fill in the following information to define your new extension This feature is only available in Switchvox SMB Meet Me Conference Center Extension Enter a unique number for this extension For information about the extension number length see Extension Settings This extension can be dialed from an IVR This extension can be dialed directly from an IVR That IVR must have the Allow Extension Dialing option enabled After invalid conference room number attempts route caller to extension Select the number of attempts and enter the extension number if you want this to be true Digium Inc 74 Switchvox Extensions The Admin Suite Extensions PBX Features System Setup Diagnostics Manage Extensions Meet Me Conference Center Extension 3 digits in length O This extension can be dialed from an IVR 2 What does this mean After Create Extension Unlimited v invalid conference room number attempts route caller to extension Group Pickup Extensions A Group Pickup extension can pick up a call ringing on another extension For example assume that the Group Pickup extension is 110 the authorized ex
261. ying the new provider IAX Provider Name Any string to identify this VOIP provider IAX Provider Label Label this provider gives itself when placing calls to your system This is usually the name inside of brackets in an Asterisk configuration Your Account ID Username provided by IAX Provider to authenticate your PBX to the provider during IAX registration and outbound calls Your Password Your password for the account Hostname IP Address Primary hostname or IP address of your provider s IAX server This hostname will be used to send registration requests It will also be the host that will send any inbound calls to your PBX If your provider has multiple servers for their IAX service you can use the Primary Secondary and Tertiary Outbound Host settings to list them Otherwise the Hostname IP Address field will be used for placing outbound calls as well as inbound calls and registration requests Callback Extension Default extension to ring when receiving a call over this provider Incoming Authentication Type Select one of these choices from the dropdown MD5 plaintext and RSA MD5 and plain text use your password for authentication It is preferable to use the MD5 method over the plain text method RSA uses public and private encryption keys to authenticate the provider If you select this option enter the public RSA key in the RSA Authentication Key field RSA Authentication Key Select from the dropdown or from your co
262. your email address in the User Information section 9 Select the Account Type IMAP and enter the IP address or domain name of your Switchvox mail server in the Server Information section 10 Enter your user name and password in the Logon Information section Check the box Remember password if you don t want to have to enter your password each time you access your email 11 Click Next You re finished adding this account Subscribing to Folders When you have your Switchvox IMAP account set up in your desktop email application you can manage the same folders that are in the Switchvox User Suite Mailbox Voicemail Fax Mailbox You can subscribe to all of the folders or just the ones you want to use If you unsubscribe to a folder it still exists in your IMAP account it just isn t shown in your email application You can always subscribe to it again later Digium Inc 202 Switchvox The User Suite Voicemail Fax You can also create folders using your desktop application and those folders are accessible in your User Suite Mailbox To subscribe to your IMAP folders in Microsoft Outlook highlight your Switchvox IMAP Inbox and select Tools gt IMAP Folders The IMAP Folders window is displayed shown here E IMAP Folders Display Folders whose names contain All Subscribed Folders Fax Fax Drafts Fax Dutbox Fax Sent Pes Inbox Family Inbox Friends Inbox Recordings Inbox
263. ype New Password E Change Password Create Edit Admin Users Admin Users 1to2 of 2 Admin Login Modify Delete Create New Admin User Digium Inc 177 Switchvox Extensions PBX Features Manage Admins u Login Information for Admin Login justine Password Retype Password O Force password change at next login Section Name Access Level Extensions Onone O read only Manage Extensions O none read only Extension Templates O none read only Extension Settings Onone 9 read only Extension Groups Onone 9 read only Extension Permissions Onone read only PBX Features O none O read only Music On Hold O none read only IVR Editor Onone 9 read only Sound Manager O none 9 read only Time Frames O none 9 read only Call Recording Onone 9 read only Switchboard Plugins Onone 9 read only System Setup Onone O read only Hardware Setup Onone 9 read only Channel Admin O none 9 read only Digium Inc The Admin Suite Machine Admin System Setup Leave blank if you do not wish to change the password for this admin Access Level O read write O read write O read write O read write O read write O read write O read write O read write O read write O read write O read write O read write O read write O read write O read write O read write Diagnostics 178 Switchvox The Admin Suite Machine Admin System Reload We recommend that you do not use these options unless in

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