Kerio Operator Box 1210, Add-On, 20 Users
Contents
1. Figure 1 1 Exemplary implementation scheme 1 Kerio Operator is installed in a local network behind a firewall 2 Kerio Operator will install and startup in a local network on computer operator company com 3 Kerio Operator will be connected to a phone network via a SIP provider An interface for incoming and outgoing calls communicating with the SIP provider will be configured 4 Originally the company used one number 555 0100 which was mapped to the operator s extension After acquiring Kerio Operator the company decided to obtain a complete 4 1 1 Before we start 10 11 12 range of numbers with one valid digit 555 0120 555 0129 from a different provider The original number will not be canceled because the customers are accustomed to it The dial plan can be created by mapping the original number 555 0100 to the operator company receptionist together with one of the numbers from the new range for example 555 0120 The operator will transfer calls to the internal phone network manually The rest of the numbers will be used for direct 1 1 mapping for sales department and company management Several local extensions and user accounts will be created for users and an operator Some users will use software phones softphones on their computers Automatic hardware phone provisiong will be set make sure DHCP is working Kerio Operator is connected to an NTP server for time synchronization to ensure corr2. XY company For customer support press 1 for sales department press 2 for marketing department press 3 If you wish to speak with the operator press 4 If you hold on you will be connected to the operator The recording s name is menul wav New automatic scripts can be created under Configuration Auto attendant scripts by clicking on Add 1 In the script number field enter an extension which will launch the script 2 In the Description field enter text which will identify the script s content In our example it is Main menu 3 Click on Edit It opens the Edit menu dialog window for the Main menu script 4 Click on Select next to Announcement In the Select audio file dialog select previously prepared recording as the Announcement 5 Now complete the table Click on Add and enter 1 in the Key column In the Action column select Dial extension number and in the third column enter the extension number to be dialed after pressing button 1 Complete the remainder of the table similarly for a complete example see table 3 2 6 In the Default action menu select Dial extension number and enter extension 10 Thus the user will be connected to the operator unless they select an option from the menu 13 Server configuration Key Action Announcement 1 Dial extension number 11 2 Dial extension number 12 3 Dial extension number 13 4 Dial extension number 10 Table 3 2 Auto attendant
3. script example For detailed guidelines for setting Kerio Operator Administrator s Guide 14 auto attendant scripts refer to Chapter 4 Client configuration 4 1 Connection to Kerio MyPhone Kerio MyPhone is a web interface which allows you to change settings of your phone account in Kerio Operator from any place using a web browser You can control your voicemail and the Find me function Login to Kerio MyPhone as follows To access the HTTP service using a web browser insert the IP address or the name if it is contained in DNS of the computer where Kerio MyPhone is running A protocol has to be specified in the URL either HTTP for non secured access or HTTPS for SSL encrypted access The URL will be as follows http operator company com or https operator company com It is recommended to use the HTTPS protocol for remote access to the service simple HTTP can be tapped and the user login data can be misused By default the HTTP and HTTPS services use the standard ports 80 and 443 If a correct URL is entered an authentication page is opened requiring a username and a password Click on Connect to connect to the account 4 2 Configuring software phones To configure a software phone have the following information ready e IP address or DNS name of the computer with Kerio Operator e password for the extension in Kerio Operator password for the user account e assigned extension There are
4. various types of software phones Please respect differences in their configurations 1 Install a software phone 2 Go to account settings 3 Enter the extension number in the Username Extension or Phone number field 4 Enter password in the Password field 15 5 Enter the DNS name or IP address of Kerio Operator in the Domain or Registrator field 6 If the configuration contains the Authentication name field enter the username of the account in Kerio Operator For detailed information on software phone configuration refer to Kerio Operator User s Guide The manual contains specific examples of configuration of X Lite Ekiga and SJphone phones 16 Appendix A Legal Notices Cisco and Linksys are registered trademarks of Cisco Systems Inc snom is registered trademark of snom technology AG 17
5. Kerio Operator Step by Step 2011 Kerio Technologies s r o All rights reserved This guide provides detailed description on Kerio Operator version 1 0 All additional modifications and updates reserved For current versions of the product and related manuals check http www kerio com operator download Information regarding registered trademarks and trademarks are provided in the appendix A Contents 1 Introduction alii ale i lea ORA SERE EE an ic 4 ld Before we start ioni ira niro FEDES asi 5 2 Installation sissi i aa ira 7 3 Server configuration iii i 8 3 1 Accessing administration interface 8 3 2 Creating local user accounts 8 3 3 Setting hardware phone provisioning 600 9 3 4 Dialo utsetUng sisi ea ite lia 9 3 5 Creating call queue eee eee 12 3 6 Creating conference call 13 3 7 Setting the Auto Attendant Script 0 2 cee 13 4 Client configuration iii aie nde a i Ri E la 15 4 1 Connection to Kerio MyPhone sssssssss see 15 4 2 Configuring software phones sss 15 A Legal NOCES 525 2225 3 ii ainda aaa EI DER ERR RR EE E NES 17 Chapter 1 Introduction This document is a simple guide focused on description of Kerio Operator configuration its first installation and startup in the network To make the guide as comprehensible as possible let us define an exemplary implementation of Kerio Operator see figure 1 1
6. amic login and logout requires a code which the agents will use to login and to logout Enter for example code 611 for login and code 622 for logout from the call queue Codes must be unique in Kerio Operator no extension with the same digits can be defined For detailed guidelines for setting call queues refer to Kerio Operator Administrator s Guide 12 3 6 Creating conference call 3 6 Creating conference call Conference call a concurrent call of more than two users is created in section Configuration gt Conferences 1 Click on Add and enter a conference name in the dialog 2 Inthe Conference extension field enter an extension which is not used by any other user 3 Limit the number of participants to 4 we recommend to limit the conferences if the CPU utilization on your server is high 4 Set a PIN number as a protection against tapping This PIN number will also be used for access to the conference call To access the conference call users dial the conference extension and are invited to enter the PIN Once the PIN code is entered they may communicate For detailed guidelines for setting conference calls refer to Kerio Operator Administrator s Guide 3 7 Setting the Auto Attendant Script Before the menu is selected it is necessary to prepare record voice recordings which will constitute the menu The recordings must be in GSM or WAV format The recording may go as follows Hello Welcome to
7. ect time for logging information Since we have a main office and a branch in the exemplary implementation we will create a conference call for several participants to ensure that the management of both offices can arrange phone meetings We will limit the number of conference users to four and it will be protected by a PIN number The exemplary company has a technical support We will create a call queue where Kerio Operator will automatically distribute customer calls among the specified company employees Auto attendant script will be configured in Kerio Operator This function allows you to create a voice menu which is played to callers Callers will navigate through the menu by pressing the phone buttons We will configure a software phone manually We will connect to Kerio MyPhone The exemplary configuration can be easily customized For detailed information on setting of individual features of Kerio Operator refer to Kerio Operator Administrator s Guide The whole document can be downloaded from the Kerio Technologies website at http www kerio com operator manual 1 1 Before we start To configure your network you need e Kerio Operator a PBX e Hardware and or software phones for users who will use the PBX e For outgoing calls you need to have a contract with a commercial VoIP provider e You have to get a phone number or a SIP trunk with an interval of phone numbers that will be mapped to your internal p
8. eetingPoint Apart from the settings in the administration interface hardware phone provisioning also requires a running DHCP server in the network DHCP server must support parameter 66 TFTP server address 1 In parameter 66 set the name or IP address of Kerio Operator 2 Go to Kerio Operator administration interface to section Configuration gt Provisioned Phones 3 Check whether the Enable provisioning option is enabled 4 Enter the number extension which will start automatic phones provisioning If the first number is set to 10 the next one will be 11 and so on If a number is already in use if the extension was created manually it will be skipped 5 Enter a password which hardware phones employing provisioning will use to authenticate Detailed information on the whole provisioning process can be found in manual Kerio Operator Administrator s Guide 3 4 Dial out setting For outgoing calls and calls to the company branch it is necessary to set a call interface Connection to branch office To set a connection with the branch office go to section Configuration gt Call Routing 1 Click on Add a SIP interface This opens the configuration wizard 2 In the first step enter the name for the interface for example branch The name cannot contain spaces national and special characters and must be unique 3 Select the Link to another PBX option and click on Next DHCP server integrated in Kerio C
9. etting an interface for incoming and outgoing calls refer to the appropriate chapter in manual Kerio Operator Administrators Guide Route backup Now we create a simple backup If one of the providers is unavailable the backup enables outgoing calls via the other provider 1 In the administration interface go to section Configuration Call Routing 2 In the Routing of outgoing calls section click on the interface for prefix 8 3 On the General tab add provider2 to table Use the following external interfaces 4 Click on the interface for prefix 0 and on the General tab add providerl to table Use the following external interfaces The backup is now set for both interfaces If one of the connections is interrupted the other interface will be used automatically for outgoing calls 3 5 Creating call queue Call queue can be defined in section Configuration gt Call Queues 1 Click on Add and enter the name of the queue on the General tab 2 Inthe Queue extension field enter an extension which is not used by any other user 3 In the Queue strategy menu select the Round robin with memory strategy employees operating this queue let us call them agents will receive calls always in the same sequence 4 Go to Agents tab and check the Allow dynamic agent login logout option Dynamic login and logout means that every agent may logout from the queue for example before lunch break and login again after their return 5 Dyn
10. hone network Introduction Your provider needs to give you an IP address or name and port usually 5060 of a SIP server for Kerio Operator to connect to Get an authentication name and password for the SIP server from the provider Many providers use a phone number as the authentication name Ask your provider whether Kerio Operator needs to register to a registrar or proxy server before the first connection to a SIP server The registration is usually required for accounts with one number If you have a SIP trunk with an interval of phone numbers IP based authentication is usually used Chapter 2 Installation Kerio Operator is available as an ISO image of the installation disk You can burn the installation disk and install it on a computer with the following minimum requirements e CPU Celeron 1 GHz e 512 MB RAM 8 GB free disk space Ethernet card No operating system is required to be installed on the computer Any existing operating system will be removed during the Kerio Operator installation Chapter 3 Server configuration 3 1 Accessing administration interface The Kerio Operator PBX is configured through the Kerio Web Administration interface To connect to this interface use URL following this pattern https IP address admin The URL will be for example https 192 168 10 1 admin If the URL is correct a dialog is displayed requiring a password for the administrator s account Admin account E
11. nter and confirm the password and create an administrator s account with the full Kerio Operator administration rights Once this dialog is confirmed a login page appears requiring the same username and password before you can continue Warning We recommend using a strong password 3 2 Creating local user accounts When you login to Kerio Operator for the first time create a user account for an operator and assign them a phone extension Similarly you can create accounts for other users if you do not wish to map them from a directory service see the Kerio Operator Administrator s Guide manual New user accounts can be defined in section Configuration gt Users 1 Click on Add 2 Enter at least username and password 3 Go to the Extensions tab and click on Add 4 In the Select Extensions dialog click the Add button 5 In the Extension number field enter an extension which has not been used yet In our example let us select extension 10 6 Click OK to confirm settings 3 3 Setting hardware phone provisioning 3 3 Setting hardware phone provisioning New hardware phones which Kerio Operator can configure automatically were bought for the new phone network Kerio Operator in its current version supports the following phones e Cisco 7940 and 7960 with the SIP firmware in version 3 and higher e Linksys SPA942 SPA962 SPA922 SPA901 PAP2T with firmware in version 5 and higher e Snom 300 360 820 m3 and M
12. ons created in Kerio Operator In the Prefix to dial out field enter a prefix other then 5 which we use for calls to the branch office Using prefixes is subject to local customs in each country for example in the USA prefix 9 is usually used in some European countries prefix 0 is used We will use prefix 8 for the original separate number and we will later set the common prefix 0 for the range of numbers In the next dialog window enter the address and port of the SIP server in Hostname or IP address and Port fields this information is provided by the provider The providers often require an authentication with a username and password the username is usually the assigned phone number If you have the login data available enter them into Username and Password Before the first Kerio Operator connection the provider also usually requires a registration with a registrar or proxy server If this is the case check the Must register with the Regis trar or Proxy option 10 3 4 Dial out setting We will configure the newly purchased SIP trunk with the following steps 1 In the administration interface stay in section Configuration gt Call Routing and click on Add a SIP interface In the Add SIP interface dialog enter the name for the interface for example provider2 The name cannot contain spaces national and special characters and must be unique Select the New provider option and enter the range of numbe
13. ontrol supports parameter 66 9 Server configuration Enter a prefix for outgoing calls The prefix tells Kerio Operator to which interface the call should be directed For example set number 5 as the prefix In the next dialog window enter the address and port of the branch server in the Hostname or IP address and Port fields For detailed information on setting an interface between a head office and a branch refer to the appropriate chapter in manual Kerio Operator Administrators Guide Connection to provider To set a connection with an outer network we need to create an interface to a SIP provider According to the exemplary implementation the provider has provided us with a range of numbers One number was assigned earlier Now we create two interfaces One for number 555 0100 and the other for the range of numbers l 2 In the administration interface go to section Configuration Call Routing Click on Add a SIP interface This opens a dialog with a configuration wizard In the first step enter the name for the interface for example provider1 The name cannot contain spaces national and special characters and must be unique Select the New provider option and enter the phone number or range of numbers assigned by the provider Click on Next Select an extension for the operator 10 in our case who will transfer all the calls from outer network to the number assigned by the provider to all the extensi
14. rs assigned by the provider See the dialog for an example of setting a range of numbers In the exemplary implementation we have a range of 10 numbers available so we enter the number as 555 012X Click on Next Proceed further according to the previous instructions from step 5 Only set O as the prefix Kerio Operator creates a new SIP interfaces together with rules for incoming and outgoing Calls Rules for call routing need to be adjusted 1 In section Configuration gt Call Routing in table Interfaces and routing of incoming calls click on the line under the new SIP interface provider2 This opens the Edit Incoming Call dialog Strip the called number from left to leave only one digit the last one because we have been assigned a range of numbers with only one valid digit Since we use two digit extensions add digit 1 as a prefix to the called number Strip number 555 0120 to O and add 1 Thus we create the required operator s extension 10 Mapping of a SIP trunk with an interval of numbers is in table 3 1 Interval of assigned numbers Mapped extensions 555 0120 10 555 0121 11 555 0122 12 555 0123 13 555 0124 14 555 0125 15 555 0126 16 555 0127 17 555 0128 18 555 0129 19 Table 3 1 Direct mapping of SIP trunk 11 Server configuration Rules for routing outgoing calls are also displayed in section Configuration gt Call Routing For detailed information on s
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