VMX Installation Manual Customer Profiler Software Version 4.0 23
VMX Installation Manual Software Version 4.0 23rd May 2014 Rev 1.2 Customer Profiler Connect your business simply and completely Table of Contents Notice ..................................................................................................................................................................... 5 Installing VMX Software ......................................................................................................................................... 5 1 VMX Software setup equipment checklist.................................................................................................. 5 2 Installation steps for the VMX Software ..................................................................................................... 5 2.1 Prerequisites ......................................................................................................................................... 5 2.1.1 Web Server ................................................................................................................................... 5 2.1.2 SMTP Server ................................................................................................................................. 5 2.1.3 libssl0 ............................................................................................................................................ 5 2.2 Adding Repository ................................................................................................................................. 6 2.3 Software Installation ............................................................................................................................. 6 2.4 Web Interface ....................................................................................................................................... 7 2.5 System Setup ......................................................................................................................................... 7 2.6 VMX Software License........................................................................................................................... 7 2.7 IP Address .............................................................................................................................................. 7 2.8 User Setup ............................................................................................................................................. 8 2.8.1 Call Forwarding a User’s Incoming Calls ....................................................................................... 8 2.8.2 Additional User Settings ............................................................................................................... 8 2.9 Trunk Setup ........................................................................................................................................... 9 2.9.1 2.10 IP Trunks ....................................................................................................................................... 9 Extension Setup .............................................................................................................................. 10 2.10.1 2.11 3 4 SIP Extension .......................................................................................................................... 10 Batch Configuration of IP Phone Extensions and IP Trunks ............................................................ 11 2.11.1 SIP Trunk Batch Configuration ............................................................................................... 11 2.11.2 SIP Extension Batch Configuration ......................................................................................... 12 2.12 Email Setup ..................................................................................................................................... 13 2.13 Voice Mail by E-mail........................................................................................................................ 13 2.14 Missed Call Notifications by E-mail ................................................................................................. 14 2.15 Digital Call Whispering .................................................................................................................... 14 2.16 Music on Hold ................................................................................................................................. 15 Ring Groups .............................................................................................................................................. 15 3.1 How to Set up Ring Groups ................................................................................................................. 15 3.2 Extension Group .................................................................................................................................. 16 Virtual Extensions ..................................................................................................................................... 16 4.1 Automated Attendant (IVR) ................................................................................................................ 17 4.2 Conference Bridge ............................................................................................................................... 17 Page | 1 4.3 Greeting Player.................................................................................................................................... 17 4.4 Greeting Recorder ............................................................................................................................... 18 4.5 Time Switch ......................................................................................................................................... 19 4.6 Call Park............................................................................................................................................... 20 4.7 Fax Switch ........................................................................................................................................... 21 4.8 Call Forwarding from VMX .................................................................................................................. 22 4.9 Voice Prompt Selection ....................................................................................................................... 22 5 Dial Plans .................................................................................................................................................. 22 5.1 Trunk Dial Plans ................................................................................................................................... 22 5.2 Extension Dial Plans ............................................................................................................................ 23 6 Premium Features .................................................................................................................................... 26 6.1 Call Recording...................................................................................................................................... 26 6.1.1 Enable Call Recording ................................................................................................................. 26 6.1.2 Enable Call Recording Encryption ............................................................................................... 28 6.2 Call Queue ........................................................................................................................................... 30 6.3 Call Queue Monitoring ........................................................................................................................ 30 6.4 ISDN Trunking...................................................................................................................................... 31 6.5 Ringmaster Integration ....................................................................................................................... 32 7 Traffic Shaper Setup ................................................................................................................................. 33 Appendix ............................................................................................................................................................... 35 8 Licensed Features ..................................................................................................................................... 35 9 Snom ......................................................................................................................................................... 36 9.1 Get IP Address ..................................................................................................................................... 36 9.1.1 Snom 300 .................................................................................................................................... 36 9.1.2 Snom 320/360/370..................................................................................................................... 36 9.1.3 Snom M3 .................................................................................................................................... 36 9.2 Configuring an Account ....................................................................................................................... 36 9.2.1 10 Snom 300/320/360/370 ............................................................................................................. 36 YealinkIP Phones ................................................................................................................................. 37 10.1 Get IP Address................................................................................................................................. 37 10.1.1 10.2 Web Interface ................................................................................................................................. 37 10.2.1 10.3 All Yealinks ............................................................................................................................. 38 Programmable Buttons ................................................................................................................... 38 10.4.1 Page | 2 All Yealinks ............................................................................................................................. 37 Setting up Multiple Lines for One SIP Account ............................................................................... 38 10.3.1 10.4 All Yealinks ............................................................................................................................. 37 Extension State Monitoring ................................................................................................... 38 10.4.2 Trunk (Line) State Monitoring ................................................................................................ 39 10.4.3 Speed Dials ............................................................................................................................. 40 10.4.4 DTMF Shortcuts...................................................................................................................... 40 11 Linksys ................................................................................................................................................. 40 11.1 SPA 900 Series IP Phones ................................................................................................................ 40 11.1.1 Get IP Address ........................................................................................................................ 40 11.1.2 Web Interface ........................................................................................................................ 40 11.1.3 Dial Plan ................................................................................................................................. 41 11.2 3102 ATA ......................................................................................................................................... 42 11.2.1 Get IP Address ........................................................................................................................ 42 11.2.2 Enabling the Web Interface ................................................................................................... 42 11.2.3 Configuring Web Interface ..................................................................................................... 42 11.2.4 Analog Trunk Setup ................................................................................................................ 43 11.2.5 Far End Disconnect tone ........................................................................................................ 46 11.2.6 Firmware Upgrade ................................................................................................................. 46 11.3 PAP2T .............................................................................................................................................. 47 11.3.1 Get IP Address ........................................................................................................................ 47 11.3.2 Line Setup............................................................................................................................... 47 11.3.3 Dial Plan ................................................................................................................................. 47 12 Siemens A580IP DECT Phone .............................................................................................................. 48 12.1 Get IP Address................................................................................................................................. 48 12.2 Registering Additional Handsets ..................................................................................................... 48 12.3 Web Interface ................................................................................................................................. 48 13 GSM1 GOIP Adapter ............................................................................................................................ 50 13.1 Get IP Address................................................................................................................................. 50 13.2 Device’s Web interface ................................................................................................................... 50 13.3 VMX Configuration ......................................................................................................................... 51 14 Bria ...................................................................................................................................................... 51 14.1 Bria for Windows ............................................................................................................................ 51 14.1.1 Configuring Bria as an Extension of the VMX ......................................................................... 51 14.1.2 Disable RTP Inactivity Timers ................................................................................................. 52 14.1.3 Set Enabled Codecs ................................................................................................................ 53 14.1.4 Firewall Traversal ................................................................................................................... 54 14.1.5 Voicemail................................................................................................................................ 54 14.2 Configuring the Bria iPhone App..................................................................................................... 55 14.2.1 Configuring Bria as an Extension of the VMX ......................................................................... 55 14.2.2 Configuring the Bria iPhone App for Remote Worker............................................................ 56 Page | 3 14.3 Configuring the Bria Android App as an Extension ......................................................................... 59 14.3.1 15 Configuring the Bria Android App for Remote Worker .......................................................... 61 ITSP Configuration ............................................................................................................................... 63 15.1 Blueface.ie ...................................................................................................................................... 63 15.1.1 Sip Trunk Details .................................................................................................................... 63 15.1.2 Number Forwarding ............................................................................................................... 63 16 Pre-emptive Disaster Recovery ........................................................................................................... 63 16.1 Blueface .......................................................................................................................................... 63 16.1.1 Call Forwarding ...................................................................................................................... 63 16.1.2 All Trunk Lines Busy ............................................................................................................... 63 17 Router Configuration .......................................................................................................................... 65 17.1 SIP ALG ............................................................................................................................................ 65 17.1.1 Sonic Walls ............................................................................................................................. 65 17.1.2 Zyxel Modems ........................................................................................................................ 65 17.2 IP Flood Detection .......................................................................................................................... 65 17.2.1 Cisco EPC2425 ........................................................................................................................ 65 Troubleshooting ................................................................................................................................................... 66 18 Trunks .................................................................................................................................................. 66 18.1 Trunk is not registering ................................................................................................................... 66 18.2 Trunk is having registration issues .................................................................................................. 66 18.3 Issues with incoming calls ............................................................................................................... 66 19 Extensions ........................................................................................................................................... 67 19.1 Extension is not registering ............................................................................................................. 67 19.2 Issues with dialling .......................................................................................................................... 67 Notes: ................................................................................................................................................................... 68 Page | 4 Notice This manual applies to VMX Software Version 4.0. This manual has been written and prepared with Emutex approved VMX installers in mind. Emutex is not responsible for any end user who attempts to follow these instructions. If you are an end user who needs assistance or advice, please contact your VMX reseller. Installing VMX Software 1 VMX Software setup equipment checklist The following is a list of necessary equipment and components needed to install the VMX Software: Essential checklist for VMX Software A server, virtual machine or any hardware platform with Debian 6 Linux installed At least 1 VoIP phone *. A broadband connection, a router and a DHCP Server (Usually performed by Router). An account with an internet telephone service provider. An Ethernet switch and cables(for connecting multiple VoIP phones). Surge Protectors to protect electrical equipment. A VMX traffic shaper maybe required to ensure voice traffic has priority over other types of traffic. * At least one phone is needed to test calls out over the VMX Software to a trunk. 2 Installation steps for the VMX Software Follow these steps in the order shown to install and setup the VMX Software. 2.1 Prerequisites 2.1.1 Web Server Prior to installing the VMX software, it’s recommended to have a web server configured on your system to access the web interface of the VMX. During installation, the installation script will prompted to select within the common web server choices: APACHE2 or LIGHTTPD. Select none if you want to configure your web server later. 2.1.2 SMTP Server As with the web server, it’s recommended to have a Message Transfer Agent (MTA) correctly configured to relay the message via a mail server (SMTP) prior to install the VMX Software. During installation, the installation script will prompted to select within the common mail server choices: EXIM4, POSTFIX, SSMTP or SENDMAIL. Select none if you want to configure your mail server later, or if you don’t want to use email alerts (not recommended). 2.1.3 libssl0 When running some systems, such as Debian 7, the installation process will have an unmet dependency on the package vmx-bin and won’t be able to install it. The problem is that VMX relies on libssl0 library which is not provided by default, but replaced by libssl1 instead. Page | 5 The solution is to install libssl0 manually before installing the VMX Software: # On 32 Bits Debian 7 (wheezy) systems wget \ http://snapshot.debian.org/archive/debian/20110406T213352Z/pool/main/o/openssl098/libssl0.9 .8_0.9.8o-7_i386.deb sudo dpkg -i libssl0.9.8_0.9.8o-7_i386.deb # On 64 Bits Debian 7 (wheezy) systems wget \ http://snapshot.debian.org/archive/debian/20110406T213352Z/pool/main/o/openssl098/libssl0.9 .8_0.9.8o-7_amd64.deb sudo dpkg -i libssl0.9.8_0.9.8o-7_amd64.deb 2.2 Adding Repository On Debian-based systems, the archive public key needs to be installed on the system in order to verify the signature of packages: wget -qO - http://www.emutex.com/debian/archive.key | apt-key add Then, add the following repository to the APT sources list file (/etc/apt/sources.list): deb http://www.emutex.com/debian/ squeeze non-free Followed by the following command to update the sources repositories: apt-get update 2.3 Software Installation To install the VMX Software, enter the following instruction in the command line: apt-get install vmx. When prompted, enter the email address for your administrator account of the system. Then, choose the web server installed on our server for VMX web interface. Note: The VMX Software is preconfigured to work with apache or lighttpd. If a different web server is installed on your server please select none and configure the access to the VMX web interface manually. The web folder is stored in /usr/share/vmx/www Enter password for your admin account. You will use this password to log in to the web interface of the VMX Software Note: On some systems, you may need to reboot the system or restart your web server. Page | 6 2.4 Web Interface The VMX has a comprehensive, simple to use web interface. The instructions in this document contain cropped screen shots of the VMX’s web interface. Figure 1 - VMX Web Interface 2.5 System Setup Enter the IP address or domain name of the server followed by /vmx into a web browser. Login to the VMX using the credentials set up during the installation – User: admin, Password:________ Enable STUN and enter the STUN server’s address (e.g. stunserver.org) if necessary. If needed, change the host name. At the bottom of the page on the left click the “Accept” Button to save the changes. 2.6 VMX Software License Your server needs to be connected to the internet in order to obtain a licence from Emutex License Server. VMX 4.0 operates in one of two modes – Lite or Professional. The default mode is Lite where all standard features are available free of charge and the system is restricted a maximum of two (2) simultaneous phone calls. This restriction is removed in Professional mode. To enable Professional mode, a license key must be purchased through an authorised Emutex VMX Reseller. Professional users also have the option to purchase premium features such as Call Recording, Call Queuing and Conference Bridges. For more details on features, licenses and costs please contact your authorised Emutex VMX Reseller. 2.7 IP Address IF you do not have a domain name set up for your server, it is best practise to reserve an IP address for the server that the VMX software is installed on (This will prevent the need to reconfigure phones if the router suffers some down time). Page | 7 2.8 User Setup To add a new user, login to the VMX and go to the Users tab. Type in the name of the user (e.g. New User 1) and press the add icon. Press configure on the newly created user. Enter a new Web Login Password for the user and then enter the same password in the Confirm Password field. Note: The Web Login Password must be between 8 and 20 characters in length, and contain at least 1 lowercase letter, 1 uppercase letter, 1 digit and 1 special character. Enter the users email address to allow it to be used for Voice Mail by E-Mail and also for Missed call notifications by e-mail. (e.g. [email protected]). Enable and configure features such as Call Recording, Voice Mail etc. as required. Click Accept when finished configuring the user. Repeat the above steps if more users are required. 2.8.1 Call Forwarding a User’s Incoming Calls Calls to the Owner of an extension can be forwarded to another number, internal or external. Note to enable Call Forwarding you must first disable the Voice Mailbox setting for the User. Call Forward All Calls This setting automatically forwards all incoming calls trying to ring a user’s extension to a specified number in the adjacent Forward to Number field. Call Forward Unanswered Calls This setting automatically forwards all incoming unanswered calls trying to ring a user’s extension to a specified number in the adjacent Forward to Number field. Note: When setting this value remember to take into account the Extension Dial Plan configured for the extension. 2.8.2 Additional User Settings User Type: User Type can be set to Administrator, Manager or Normal. Wait for Answer Time: Specifies the length of time the Users phone will ring before going to voice mail. Call Waiting: Allows the User of an IP phone extension to receive multiple incoming calls simultaneously. Services Password: This password is used to access Voice Mail through the phone and to allow you to record a greeting on a Greeting Player Virtual Extension. Note this password must only contain digits. Mailbox Size: Specify the size of the users Voice Mailbox, the default is 60 minutes. Max Message Length: Specify the maximum size of an individual voice mail, the default is 2 minutes. Call Recording: Enable or Disable Call Recording Automatic Recording: Decides if calls are automatically recorded or not. If set to Disabled this can be enabled during a call using the Flash Menu Call Recording Box Size: Set the Recording Inbox size in hours (Valid Values are between 1 and 999 hours) Page | 8 Max Recorded Call Length: Set the Max Recorded call length in minutes (Valid Values are between 1 and 120minutes) Figure 3 - Configuring a User Figure 2 - Adding a User 2.9 Trunk Setup 2.9.1 IP Trunks You need the following details from the ITSP: Name SIP Server Address SIP Server User Name SIP Server User Password Supported Codecs Value Example sip.blueface.ie emutexsip abc123 G711A, G729A To create a trunk, login to the VMX and go to the “Trunks” tab. Select “Type” to be IP Trunk. Enter a unique trunk ID (e.g. 123) and press add. Press configure on the newly created trunk. Figure 4 - Adding a Trunk Figure 5 - Configuring a new Trunk Give the Trunk a desired name for reference and select a desired Trunk Dial Plan Configure the trunk with the settings used to connect to the internet telephony account (as shown in the below figure) and press accept. Page | 9 Figure 6 - Trunk Configuration The browser will be returned to the main trunk page, if the trunk successfully connected the status light will be green (allow some time for the trunk to connect, refresh the page to check its status). If the light remains red the trunk, check the troubleshooting section of this document. To enable multiple lines, duplicates of the trunk need to be created. (e.g. If 5 lines are needed, 5 duplicates of the same trunk with the same details need to be registered). If DDI numbers are required, unique trunks need to be registered on the VMX for each DDI number. i.e. Each phone number points to a separate SIP trunk. An ITSP account may have multiple phone numbers which are associated with separate SIP trunks. Do not remove trunks that arecurrently in use as it may cause unexpected behaviour. When changing trunk account details such as username or password, make sure the trunk is not currently used. Be aware that it may take a few minutes for a trunk to reregister after changing account details. In some cases a VMX software restart may be required. Set up Disaster Recovery options for the trunks (See the Pre-emptive Disaster Recovery Section for details). Note: Keep the Sip Server User Password in a safe place. In the wrong hands others can make phone calls at the owner’s expense. 2.10 Extension Setup 2.10.1 SIP Extension To add a new SIP extension, the desired SIP phone and the VMX both need to be configured. How to create an account will vary depending on the model of the phone (Refer to the Appendix at the end of this document for more information): WARNING: Emutex strives to deliver the highest quality on its products. The VMX has only been tested with Snom, Yealink, Polycom, Cisco and Linksys SIP phones. Emutex cannot promise that other makes of phone will work as expected with the VMX as different phones have different behaviours. Login to the VMX and go to the “Extensions” tab. Select an “IP Phone” extension type, type in desired extension number and press add. Press configure on the newly created extension. Page | 10 Select a dial plan and select an owner for the extension. Configure the User Name and Password to be the same values as entered when setting up the account on the phone’s web interface and press accept. Attempt to make a call on the phone (701 will get the talking clock by default). If the call fails, resubmit the settings on the SIP phones web interface to re-register. Test the quality of the call by ringing an external number. Repeat the above steps to add more extensions. Figure 7 - Creating an Extension Figure 8 - Configure an Extension 2.11 Batch Configuration of IP Phone Extensions and IP Trunks The VMX has a batch configuration feature to allow a more efficient method of configuring multiple IP Phone Extensions and multiple IP Trunks. Figure 9–Batch Configuration Options This feature is available under the Toolbox tab on the VMX web interface. This feature is particularly useful for new installations or for when you want to add multiple new phones or trunk lines quickly to the VMX. 2.11.1 SIP Trunk Batch Configuration To configure multiple SIP trunks and multiple instances of the same trunk: Select the IP Trunks Option under the Toolbox tab on the VMX web interface. Select a desired Trunk Dial Plan for inbound call routing. Enter the SIP server address of your ITSP. Enter the SIP username for the individual SIP Trunk. Enter the corresponding SIP trunk password. Enter the number of Instances or copies of the trunk (lines) you require. Page | 11 Give the Trunk a Descriptive Name to identify it clearly. Repeat for as many desired trunks as required. The icon at the bottom right of the screen allows you to add more trunks if required. Once all the desired information has been entered click the Green tick icon to save the information. Figure 10–SIP Trunks Batch Configuration 2.11.2 SIP Extension Batch Configuration Please ensure you have pre-configured the desired User and Dial Plan of each required extension before configuring multiple IP Phone Extensions. Please see the User Setup and Extension Dial Plans Sections for more information. To configure multiple SIP Extensions: Select the IP Phones Option under the Toolbox tab on the VMX web interface. Type a desired Extension Number into the Number field. Select an Owner from the drop down list. Select an Extension Dial Plan from the drop down list. Please enter the SIP username (which will be the same SIP username entered on the SIP Phone). Please enter the SIP password (which will be the same SIP password entered on the SIP Phone). Note: The SIP Phone User Password must be between 8 and 52 characters in length, and contain at least 1 lowercase, 1 uppercase, 1 digit and 1 special character (!?$%[]{}()<>^*'"`_+-~#.:;=-\|/) Lastly enter a descriptive comment for the new extension. The icon at the bottom right of the screen allows you to add more extensions if required. Once all the desired information has been entered click the Green tick icon to save the information. Page | 12 Figure 11–Extensions Batch Configuration 2.12 Email Setup VMX Software is using Mutt Email Client to send emails. Mutt uses the default Mail Transfer Agent (MTA) installed on your server. Make sure your MTA has FromLineOverride set to Yes. 2.13 Voice Mail by E-mail Once the VMX has been configured with valid and working SMTP settings, users can utilise the voice mail by email feature. Please note that the VMX User Manual explains all other methods of accessing voice mail, i.e. through the phone and through the VMX web interface. To configure voice mail by e-mail for a user: Browse to the Users page. Select configure beside the desired User. You will see the current Users configuration page. Enter the users e-mail in to the E-mail Address field. Ensure Voice Mailbox is set to Enabled for that user. Click Accept when finished to save and apply the changes. Test by leaving a voice mail on an IP phone extension that has this user configured as the owner. Page | 13 Figure 12–Voice Mail by E-mail Configuration 2.14 Missed Call Notifications by E-mail The VMX can be configured to send missed call notifications by e-mail to phone users if they should miss a call. To configure missed call notifications by e-mail: Browse to the Users page. Select configure beside the desired User. You will see the current user’s configuration page. Enter the users e-mail in to the E-mail Address field. Set Missed Call Notifications to Enabled. Click Accept when finished to save and apply the changes. Figure 13 – Missed Call Notifications Note: The VMX must be configured with SMTP settings as described in the previous section “E-mail Setup” to allow it to send the notifications by E-mail. 2.15 Digital Call Whispering This feature allows a VMX phone extension display some text on the IP phone’s display to indicate some information about the incoming call, e.g. what department or individual the call is intended for. Figure 14 – Digital Call Whispering To enable this feature navigate to the System page on the VMX web interface and set Call Whisper to Enabled. There are two settings that determine what is displayed on the IP phones display. Trunk Name for the incoming SIP Trunk (See Trunk Setup for Details on how to set the Trunk Name). Group Name of which the IP phone is a member. The Group Name takes precedence over the Trunk Name for the incoming SIP Trunk. For example imagine a sales call coming in to the VMX. The call comes in on a SIP trunk with the Trunk Name Sales Line. This SIP Trunk Page | 14 has a Dial Plan, which points at a Group called Media Sales Group. When the call comes in and the phones ring they will have Media Sales Group on their displays. If this trunk pointed at a single phone instead of a group that phone would have Sales Line on its display. Figure 15 – Trunk Name Figure 16 – Group Name 2.16 Music on Hold The VMX has 4 Music on Hold tracks which play when a Phone User is on hold or in a Call Queue. The default track is called Forgotten Memories and can be changed on the System page of the Web Interface. Browse to the System Page on the VMX Web Interface Select the Drop down box beside Music On Hold and select the desired track Click on the Green tick at the bottom left of the System page to save the changes To listen to the new track ring an internal IP phone extension from another IP phone and put the call on hold. Figure 17 – Music on Hold 3 Ring Groups Ring Groups are a ring group of extensions. There is no limit to the number of ring groups that can be created. There are two different types of ring groups that can be created, Ring Around and Ring All. Ring Around: This will ring each extension in the group one after the other, in the order they appear in the group, until one extension picks up. Ring All: This will ring all extensions in the group simultaneously. When one extension answers the others will stop ringing. Cascaded: Ring groups can be cascaded within other ring groups. Voice Mail: If the call is not answered by any member of the group, the caller will be diverted to the owner of the group’s voice mail (If enabled) 3.1 How to Set up Ring Groups To set up a Ring Group, login to the VMX and go to the “Groups” tab. Enter the desired name of the group and press add. Page | 15 Press configure on the newly created group. Select which type of ring type the group should be (Ring Around or Ring All). Set the ring time (how long each extension will ring for). Select an extension to add to the group and press add. Repeat for all the extensions to be added. To change the order of the extensions in the group, use the up and down arrows. 3.2 Extension Group In order to Dial a Ring Group it must be associated with an “Extension Group” type Virtual Extension. To set this up please browse to the “Extensions” tab. Select an “Extension Group” extension type. Type in desired Group extension number and press add. Press configure on the newly created extension Group. Set the Owner of the Extension Group Virtual Extension. Note: The Owner of the Extension Group will receive any voicemail notifications if voicemail is configured for that User. Set a desired Comment for the ring group for ease of administration. Set the Group Name to the desired Ring Group from the drop down list. Click Accept and OK to save the changes. From a SIP Phone registered on the VMX dial the Extension Number of the Ring Group to test it. Figure 18 - Adding a new Group Figure 19 - Group Details Figure 21 - Changing order of Extensions Figure 20 - Adding a new Member 4 Virtual Extensions Virtual extensions are extensions that do not have physical extensions associated with them. They are features such as Conference Bridges, Automated Attendants, Call Queues, Echo Me, Talking Clock etc. Page | 16 4.1 Automated Attendant (IVR) Companies can record personal IVR messages for greeting incoming calls and directing their calls for maximum efficiency. To Create an Automated Attendant: Login to the VMX and go to the “Extensions” tab. Select “Automated Attendant” from the drop down list, and enter the desired extension number and press add. Press configure on the newly created extension. Add an owner, it’s advisable to make the person who will recording the greeting be the owner. Enable extension dialling if desired. Set the destination of the options that are to be used,( i.e. A Phone Extension Number or Ring Group Extension Number). Set a dial on expiry extension if desired. If no extension is set the message will repeat 3 times before disconnecting the call. When done, click Accept and then OK to save the changes. To record the greeting for the Automated Attendant, please refer to the VMX User Manual. Please Note: Extension dialling will not work if there is an option assigned for the first digit of the extension number e.g. if you have an option assigned for digit 7 and you try to call the extension 700, it will automatically go to the destination set by the option 7. 4.2 Conference Bridge Conference Bridges are an extension type that enables multiple parties (external or Internal) to connect together. Please note: Conference Bridge is a licensed feature, to check if it is available on your VMX please see the Licensed Features section. Login to the VMX and go to the “Extensions” tab. Select “Conference Bridge” from the drop down list, and enter the desired extension number and press add. Press configure on the newly created extension. Assign an owner to the bridge. (The owner is then able to change the password if they wish) Assign a new password (default password is 1234, but it is advisable to change). Click Accept and then OK when done. To record the greeting, please refer to the VMX User Manual. Please Note: The maximum number of external parties in a conference bridge is limited to the maximum number of active calls. If the maximum number is reached, external calls in or out of the system will not work. 4.3 Greeting Player The Greeting Player Extension is used for IVR menus that contain information. It plays a recorded message to the caller and then returns them to the menu that directed them there. Login to the VMX and go to the “Extensions” tab. Select “Greeting Player” from the drop down list, enter the desired extension number and press add. Press configure on the newly created extension. Assign an Owner to the greeting player. Page | 17 Set the Action to tell the VMX what to do when the message stops playing, i.e. Ring an extension number, Leave a Voicemail on a particular extension or hang up the call. Click Accept and then OK when done to save the changes. To learn how to record the greeting, please refer to the VMX User Manual. 4.4 Greeting Recorder The Greeting Recorder is used to record personal messages on Automated Attendants, Conference Bridges, Extension Groups, Greeting Players and Voice Mails. To create a greeting recorder extension, login to the VMX and go to the “Extensions” tab. Select “Greeting Recorder” from the drop down list, and enter the desired extension number and press add. Press configure on the newly created extension. Assign an owner to the greeting recorder. Click Accept and then OK when done. Figure 22 - Automated Attendant Configuration Page | 18 Figure 24 - Greeting Recorder Figure 25 - Conference Bridge Figure 23 - Greeting Player 4.5 Time Switch The Time Switch extension allows for calls to be routed to different extensions depending on the time, day or date. To create a Time Switch extension, login to the VMX and go to the “Extensions” tab. Select “Time Switch” from the drop down list at the bottom of the page. Enter the desired extension number and press add. Press configure on the newly created Time Switch extension. Assign an owner to the time switch and select an Extension dial plan. Set a default forwarding number (usually the extension number of a Greeting Player Extension that plays an out of hour’s message and then gives the option to leave a voicemail). This will be used if the current time or date does not meet the criteria of any of the rules. Set recurring rules: Select the day (or days) the rule should be active, and then select the time frame it should be active for and then set the destination number and click add. Set holidays or exception rules: Select the date and time is should be active between, select a destination number and press add. Note: Holiday/Exception rules take precedence over recurring rules. Click Accept and then OK when done, to save the changes. See the detailed example described next for a better understanding. Page | 19 Figure 26 - Time Switch Configuration In the Example above the default forwarding number is 801. This is a Greeting Player Extension that plays an out of hour’s message advising that the business is closed and offers the option to leave a voicemail. (Please see the Greeting Player section for more information on the Greeting Player’s configuration options). Calls will be forwarded to this extension when one of the recurring rule conditions is not met. The recurring rules are set above to forward calls to extension 802 between the hours of 8:30am to 6pm very week day. Extension 802 could be the reception phone or the main ring group for the business for example. Lastly the Time switch has a Holiday Exception configured for Christmas Day. If Christmas Day falls on a Tuesday for example this exception rule will override the recurring rule for Tuesdays. So for example on th Tuesday the 25 of December calls will be sent to extension 803 which could be another Greeting player for example if desired that as a Closed for the holiday message recorded. 4.6 Call Park The Call Park Virtual extension can be used to “park” a call at a virtual park extension or in other words place a call on hold indefinitely until the call taker is ready to answer it. Page | 20 Figure 27 – Add Call Park Extension Figure 28 – Call Park Extension Settings Navigate to the Extensions page Select Call Park from the Type Dropdown list Give the Extension a unique Number Click configure and set the Owner of the call park extension Note: The process of parking a call is explained in the VMX User Manual. 4.7 Fax Switch The Fax Switch Virtual Extension can be used to divert incoming Fax calls to a Fax machine on a trunk that is shared with voice calls. It can be configured so that if the Fax switch hears a standard Fax tone it sends the call to the associated extension. If it does not hear a Fax tone it can send the call to an IP phone. Figure 29 - Extension Dial Plan On the Extensions page add an extension of Type Fax Switch with a unique number Click configure beside the Extension to configure it Set the desired Owner and a comment if required Set the Direct Fax calls to the IP Extension (ATA) connected to the Fax Machine Set the Direct Voice calls to the Phone IP Extension Note: A standard fax machine can be set as an Extension of the VMX through the use of a Linksys ATA adapter which is explained in the Linksys 3012 and PAP2T sections of this manual. Page | 21 4.8 Call Forwarding from VMX If required incoming calls can be diverted to another internal extension or external phone number. Calls are diverted based on the Owner of an Extension. On the Extensions page click on the Owner of the Extension you wish to divert To Forward all Calls set Call Forward All Calls to Enabled Set the Forward to Number to a desired internal or external number When specifying the number take note of the Extension Dial Plan for the Extension to be forwarded E.g. If external calls are usually prefixed with a 9 remember to set this as part of the forward Figure 30 - Extension Dial Plan To Forward Unanswered Calls set Call Forward Unanswered Calls to Enabled Set the Forward to Number to a desired internal or external number Note: This will forward all calls to all Extensions owned by this user 4.9 Voice Prompt Selection There are currently two choices for Audio prompts for IVR menus. Mark voice prompts are installed by default. To install Sarah voice prompts on command line type apt-get install vmx-sounds-sarah. 5 Dial Plans Dial Plans determine how calls will be routed. There are two different types of Dial Plans that can be created, Trunk Dial Plans and Extension Dial Plans. 5.1 Trunk Dial Plans Trunk Dial Plans deal with the routing of inbound calls on trunks. Rules can be set up to route the call depending on what trunk it came from, the Caller ID of the caller and the number that the caller dialled or a combination of all three. The call will be directed to the destination of the first rule it satisfies. Example: The figure below shows a dial plan where all calls are directed to the Automated Attendant extension (700). Figure 31 – Trunk Dial Plan To add a rule so all calls from a specific number get routed to a certain extension the following steps would be preformed: Page | 22 Click the add rule button. A blank rule will be created. Click configure on the newly created rule. “Source” should be set to “Any”. Change “Caller Id” to “starts with”. Enter the number into the dialogue box that appears (Include area codes). “Dialled Number” should be set to “Any”. Set “Destination” to the desired extension. Click the accept button. Change the priority of the rule to be above original rule. Now calls inbound on trunks using this dial plan from the specified number will be directed to extension 801. Figure 32 – Configuring a Trunk Dial Plan 5.2 Extension Dial Plans Extension Dial Plans deal with the routing of calls made from extensions. Rules can be set up on whether to manipulate the number or where to route the call depending on the numbers contained in the dialled number and the length. The call will execute the first rule that it satisfies. Emutex recommends the use of a prefix-less dial plan for VMX Units without Analog or ISDN backup and a prefixed dial plan for VMX units that have Analog or ISDN Backup enabled. A prefix-less dial plan makes the phone behave like a normal local land line for making external calls. An example of this dial plan is the “Prefixless Extn DP” that is on the VMX by default. Figure 33 – Prefixless Extension Dial Plan A prefixed dial plan is where the user needs to prefix the number to make an external call (usually 9 for SIP calls, 0 for Analog Calls). An example of this type of dial plan is the “Standard Extn DP” that is on the VMX by default. Page | 23 Note: If the dial plan needs to make a call on a specific group of trunks (e.g. for caller ID purposes), if the destination is set to be one of the trunks in the group it will automatically select any available trunk from the group. Example of adding a new rule: The figure above shows a dial plan where any 3 digit number beginning with a 7 or an 8 is treated as an extension and all numbers prefixed with a 9 are directed to an available IP Trunk (Notice that the 9 is stripped before being routed to the IP Trunk). To add a rule where dialling a certain 3 digit number, e.g. 888, will call an external mobile number, e.g. 08612345678, the following steps would be performed (See the below figure for details): Figure 34 - Extension Dial Plan Rule Click the add rule button. A blank rule will be created. Click configure on the newly created rule. Change “Dialled Number” to “starts with” and enter the number (888) in the dialogue box. Change “Number Length” to 3. Change “Strip” to 3 and “from start”. Enter the external number (08612345678) into the “Add” dialogue box and select “to start”. Change “Destination” to be “IP Trunks”. Click the accept button. Change the priority of the rule to be above the general rule for those digits (in this example it would need to be moved above the “Starts with 8” rule). Now when an extension using this dial plan calls 888, it will be replaced with 08612345678 and the call will be placed on an available IP Trunk. Note: Ensure a rule is included to allow extensions to make Emergency calls to 999, 112 and also when 911 is dialled to strip all the numbers and replace them with 999. Ensure that Emergency Dial Plan rules are always at the beginning of each Extension Dial Plan. See the previousfigure on the Prefixless Dial Plan for example Rules. Emergency Dial Plan Rules should already be configured by default on the VMX by the VMX Installer When creating a dial plan for emergency numbers it is better to route the calls out the ISDN or Analog trunks, where possible, rather than the IP Trunks so the emergency services can track your location. Please ensure that you test each Dial Plan rule created (except Emergency Dial Plan Rules) to ensure that they behave as expected. Page | 24 Here are some examples of extension dial plan rules than can be achieved: Dialled Number Length Strip Add Destination Comments Starts With 0 1 1 Digit From Start Nothing ISDN Trunks Dialling 0 will get you a trunk line to the ISDN line. Dial 0 then wait a second to hear outside dial tone, and then dial your number. Starts With 0 Any 1 Digit From Start .. To Start ISDN Trunks Dialling any number prefixed with the digit 0 will route the call through the ISDN. Inserting a period (.) will insert a 500ms delay. It is sometimes necessary to delay dialling in order to fetch an outside line. Starts with 9 7 1 Digit From Start 061 To Start IP Trunks Dialling any number which is prefixed with the digit 9 and has 6 other digits will prepend the 061 area code first, e.g. 9511496 calls 061511496 Starts With 9 Any 1 Digit From Start Nothing IP Trunks Dialling any number prefixed with the digit 9 will route the call through the Internet, e.g. 9061511496 will phone Emutex office Starts With 820 3 3 Digits From Start 061514496 To Start IP Trunks Dialling 820 will phone Emutex office Starts With 911 3 3 Digits From Start 999 To End ISDN Trunks Dialling 911 will instead dial 999 over an ISDN Trunk. Starts With 8 Any Nothing Nothing Extensions Dialling a number beginning with 8 is considered to be an Internal extension to extension call. Table 1- Dial Plan Examples Page | 25 6 Premium Features In order to utilise the features described in this section the Professional mode must be enabled in the VMX by purchasing a license key from an authorised Emutex Reseller. To check what features are enabled on a VMX, navigate to the System Page on the VMX. At the bottom left of the page click on the Link for License Configuration. Figure 35 - License Configuration If you wish to enable any of these features please contact your authorised Emutex VMX Reseller. 6.1 Call Recording 6.1.1 Enable Call Recording Call recording on the VMX can be configured to record all calls or can be turned on during an active call. Call Recording is enabled or disabled through the Owner of a VMX phone extension. To enable call recording for a particular VMX Extension/User Navigate to the Extensions page on the VMX web interface Click on the Owner of the VMX Extension First set Call Recording to Enabled To Record all calls for this user calls set Automatic Recording to Enabled If Automatic Recording is set to Disabled, Call recording can be enabled during a Call Manually To enable Manual Call Recording: o During a call Dial ** to enter the In Call Menu o Select option 4 o You will hear audio confirmation that the “Call is now being recorded” o To stop recording Dial ** o Select option 4 and you will hear “Recording Stopped” Note: If Automatic Recording is enabled you cannot disable it using the In Call Menu The size of a Users Call Recording Box and the Maximum length of a recorded call can also be set on the Users page as seen below. Page | 26 Figure 36 – Call Recording Box Settings To set system settings for Call Recordings Navigate to the System page on the VMX web interface Auto Recording Codec should be left as WAV which is default If the calls will be stored for a long period of time set the Auto Recording Codecto GSM o This will compress the recordings allowing more available space for additional recordings Set a desired value for Call Recordings Expire After and Call Logs Expire After Note: Call Recordings should only be kept as long as absolutely necessary Figure 37 – Call Recording System Settings Figure 38 – VMX Recorded Calls To find, listen to and delete call recordings: Navigate to the Recordings page on the VMX web interface By default all call recordings are listed You can use the search bar to narrow down the displayed calls The below table describes the actions available for each call recording Play Call recording using web browser (Will not work with Google Chrome) Save Recording to PC Add informative note for recording Delete Recording Table 2- Call Recording Actions Page | 27 6.1.2 Enable Call Recording Encryption Call recording encryption can be enabled on the VMX to be configured to encrypt all recorded calls. Note: This feature cannot be turned off once enabled. To enable call recording encryption for all extensions and users on the VMX system Navigate to the System page on the VMX web interface. Set Call Recording Encryption to Enabled. Figure 39 – Enabling Call Recording Encryption Enter the passphrase in the Passphrase and Confirm Passphrase fields. Click the accept button. Figure 40 – Enabling Call Recording Encryption Tick the checkbox I have securely stored my secret passphrase once you have ensured the passphrase to access encrypted call recordings is securely stored. Tick the checkbox I understand that encrypted Call Recordings cannot be retrieved without the passphrase if you are really sure you want to enable call recordings encryption. Click the accept button. Figure 41 - Call Recording Encryption Confirmation Page | 28 Click the accept button. Figure 42 - Call Recording Encryption Success The Call Recording Encryption is now enabled on VMX all futures recordings will be encrypted. Figure 43 – Call Recording Encryption Enabled The steps to access call recordings is unchanged, but a prompt will now ask for the passphrase at each Play/Download of a recording: Enter passphrase in the input field. Click the OK button. Figure 44 – Passphrase Prompt Note: Existing call recordings on VMX will not be encrypted automatically. To encrypt existing call recordings the script recording_encrypt_all.sh located in /usr/share/vmx/bin/ need to be launched to run the encryption in the background. Page | 29 6.2 Call Queue The Call Queue is used to queue calls until such time as an extension answers the call. To create a call queue extension, login to the VMX and go to the “Extensions” tab. Select “Call Queue” from the drop down list, and enter the desired extension number and press add. Press configure on the newly created extension. Assign an owner to the Call Queue. Assign an Extension Group for the Call Queue to Dial. Set the retry timer, which determines how frequently the extension group is re-dialled. Set the Message Repeat timer (0= Disabled, and plays the hold music continuously). o Determines when the user recorded call queue message is repeated. Click Accept and then OK when done to save the changes. To record the waiting message for the queue, please refer to the VMX User Manual, under Record Personal Greeting. Figure 45 – Call Queue Configuration 6.3 Call Queue Monitoring The Call Queues created on the VMX can be monitored through the VMX web interface. The Call Queue Monitor shows what calls are currently queued, the caller ID of the caller, and the length of time the call has been queued so far. This information is refreshed every 5 seconds. Once a Call Queue Extension has been configured as per the previous section, navigate to the Extensions page on the VMX. To open the Call Queue Monitor click on the Monitor link beside the Call Queue Extension as highlighted in the picture below. Figure 46 – Accessing Call Queue Monitor Once you click on the Monitor link above the Call Queue monitor will appear in a pop-up window. Each call queue extension can be monitored separately. Page | 30 Figure 47 – Call Queue Monitor 6.4 ISDN Trunking The VMX 300 and 500 models can also be connected to ISDN BRI Trunks via an ISDN Card which is supplied and installed by Emutex. The ISDN Card can have 1, 2 or 4 ports depending on the model. This allows the VMX to make and receive calls over the ISDN network. To connect an ISDN line to the VMX: Connect a straight through Ethernet cable (with RJ45 Connectors) from the S/T Interface on the Telco’s NT1 Plus box to an S/T Interface on the ISDN BRI Card and repeat as necessary for all ISDN lines. To configure an ISDN Trunk: Navigate to the Trunks page on the VMX Web Interface Scroll to the bottom of the page set Type to ISDN BRI Trunk as below Set a Trunk ID to a unique value not used by any other IP or ISDN Trunks Click the Green Add button to add the trunk to the Trunkslist Figure 48 – ISDN Trunk Settings On the trunks list click the configure button beside the trunk just created Below are some sample settings Give the Trunk any desired descriptive Trunk Name Set ISDN Port to an available ISDN channel in the ISDN Port drop down list Set Trunk Dial Plan to a desired incoming call routing dial plan in the drop down list Page | 31 Figure 49 – ISDN Trunk Settings Once configured click the Green Accept button to confirm the changes If configured correctly the newly created trunk will appear in the Trunks list as below with a Green light beside it indicating correct configuration. Figure 50 – Configured ISDN Trunks 6.5 Ringmaster Integration The VMX can be integrated with Softex’s Ringmaster. Ringmaster is a tool that can be used for optimising and monitoring a business’s telephone activities with advanced call management facilities. Information is sent from the VMX to a server running Ringmaster, which then collates this information. In turn this information can be used to generate various reports which can be used to analyse the business’s telephone usage. If you would like to utilise this feature please contact Emutex at [email protected] or via the contact details on www.emutex.com The following cronjob needs to be added to crontab: */5 * * * * vmx /usr/bin/php5 /usr/share/vmx/www/ringmaster.php Below is a snippet of the VMX’s System Page with the relevant configuration settings required for the VMX to send the raw telephony data to the Ringmaster Server. Figure 51 – Configured ISDN Trunks Note that the Server running Ringmaster must also have an FTP Server running in order to receive the Call logs sent by the VMX. Set CDR FTP Status to Enabled Set CDR FTP Frequency to how often you would like the call logs to be sent to the VMX Set CDR FTP Server Address to the IP address of the Server running Ringmaster Set CDR FTP Port to the Listening Port of the FTP Server (Usually 21) Set CDR FTP User to the FTP username of the account created on the FTP Server Set CDR FTP Password to the corresponding FTP User Account password Page | 32 7 Traffic Shaper Setup A VMX traffic shaper is essential to ensure that bandwidth is allocated to VoIP traffic and that VoIP traffic is prioritised above all other data traffic. Below is a generic diagram of the general position of a VMX traffic shaper. Figure 52 – Shaper Position on LAN The VMX traffic shaper should be pre-configured by Emutex. The only steps the installer should have to perform is positioning the traffic shaper as above and connecting it to the LAN so that Emutex can remotely connect to the shaper for monitoring or maintenance purposes. In order to be effective the shaper must be Page | 33 placed between the WAN router and the rest of the LAN so that it sees all traffic. Prior to installation Emutex will determine the best position for the shaper. Figure 53 – Traffic Shaper Port Configuration When the traffic shaper is received from Emutex ports 1, 4 and 5 will be labelled with the above letters. Connect the CFG Configuration port to a switch port on the local LAN so that it gets an IP address Disconnect the cable from the LAN switch which connects it to the Modem/Router Connect the cable that was just disconnected to the WAN port on the Traffic Shaper Now the Shaper via the WAN port is connected to the Modem/Router Now connect an Ethernet cable from the LAN port on the Shaper and connect it to the LAN Switch If in any doubt about how to connect the Traffic Shaper please contact Emutex at [email protected] or as per contact details which can be found on www.emutex.com Page | 34 Appendix 8 Licensed Features The following features are licensed features and may not be on the VMX by default: Attendant Extensions Call Recording Conference Bridge Extensions (Note: This is not the same as 3-way conferencing) G.729 Trunks MP3 Recording ISDN BRI Trunks Call Queues Call Queue Monitor To check what features are enabled: Login to the VMX and go to the “System” tab. Click on the “License Configuration” link. Figure 54 - License Configuration List Page | 35 9 Snom 9.1 Get IP Address 9.1.1 Snom 300 Press the down arrow on the phone until the heading “Information” and press select. The phones IP address will be displayed on screen. 9.1.2 Snom 320/360/370 Press the help button on the phone. The phones IP address will be displayed on screen. 9.1.3 Snom M3 Press the volume + button. The phones IP address will be displayed on screen. 9.2 Configuring an Account Enter the IP address of the phone into the address bar of a browser to log into the phone’s web interface 9.2.1 Snom 300/320/360/370 Click on Identity 1. Set the Identity active to on. Set Account and Password to something unique for the phone. (e.g. Account=test, Password=abc123) Set the Registrar to be the IP address of the server the VMX Software is installed on (e.g. 10.10.62.90). If voicemail is enabled on the VMX, enter the phone’s extension number (e.g. 801) into Mailbox. Press Save. Figure 55 - Snom Web Interface Page | 36 10 YealinkIP Phones 10.1 Get IP Address 10.1.1 All Yealinks Press the “X” Button to clear any on screen messages. Press the “Ok” button. The IP address should be displayed on screen. 10.2 Web Interface Enter the IP address of the phone into the address bar of a browser to log into the phone’s web interface. The default web username is admin and default password is admin for all Yealink models. 10.2.1 All Yealinks Click on Account. Set the Line Active button to on. Set the Register Name and Password to something unique for the phone. Make User Name the same as Register Name(e.g. Register Name=803, Password=abc123). Change SIP Server to be the IP address of the server that the VMX Software is installed on (e.g. 10.10.62.90). Port should be 5060. If voicemail is enabled on the VMX, enter the phone’s extension number (e.g. 803) into Voice Mail. Click Confirm. Figure 56 - Yealink Web Interface Page | 37 10.3 Setting up Multiple Lines for One SIP Account Here you can set what you want the line keys to do. A common use of these keys is answering calls that are waiting, taking calls off hold or putting a call on hold and dialling another number. Each line key can answer a separate call or be used to make a separate outgoing call. The T28 has 6 lines, T26 and T22 Models have 3 line keys while the T20 has 2 line keys. 10.3.1 All Yealinks Click on Phone. Then click on DSS Key. Next click on Line Key. Under the Line column leave set all Line Keys to Line 1. Figure 57 - Line Key Configuration Options 10.4 Programmable Buttons The Yealink T26 and T28 models have 10 programmable buttons on the right hand side of the unit. These Buttons/LEDs can be programmed for different functions. The most common functions include: Extension State Monitoring (BLF) Trunk State Monitoring (BLF) Speed Dials DTMF Shortcuts (e.g. Call Park, Enable/Disable Call Recording) 10.4.1 Extension State Monitoring You can configure a Yealink T26 or T28 model to monitor if another phone is on a call or available to take a call using the 10 configurable buttons on the right had side of the handset. These buttons are also sometimes referred to as BLFs (Busy Lamp Field). Log on to the phones web interface as described in the previous Web Interface section. Click on the Phone tab. Select the DSS Keys option and then the Memory keys option. Under Type select BLF. Then enter the extension number of the phone to monitor in the Value column. See the next picture for an example Repeat for as many extensions you would like to monitor. Then click confirm to save the changes. You should see the newly configured buttons light either in Green or Red. Green indicates that the extension is available while Red indicates busy. The Light will flash Red on and off when the phone is ringing Note: Pressing the corresponding BLF key for an extension will also dial that extension. Page | 38 Figure 58 - DSS Key Configuration Options 10.4.2 Trunk (Line) State Monitoring You can configure a Yealink T26 or T28 model to monitor if a trunk (line) is free or in use, using the 10 configurable buttons on the right had side of the handset. These buttons are also sometimes referred to as BLFs (Busy Lamp Field). Log on to the phones web interface as described in the previous Web Interface section. Click on the Phone tab. Select the DSS Keys option and then the Memory keys option. Under Type select BLF. Under the Value column enter the number of the trunk (line) to monitor which can be found on the VMX Trunks page See the previous picture for an example Repeat for as many trunks as you would like to monitor. Then click confirm to save the changes. You should see the newly configured buttons light either in Green or Red. Green indicates that the trunk is available while Red indicates busy. The Light will flash Red on and off when the trunk is ringing Note: Pressing the corresponding BLF key for a trunk will cause the phone to attempt to dial an extension with the same number as the trunk. If using this feature it is important that the Trunk Numbers and Extension Numbers are in different ranges. Page | 39 10.4.3 Speed Dials You can configure any of the 10 buttons on the right had side of the handset a Yealink T26 or T28 model to act as a speed dial to an external number. Log on to the phones web interface as described in the previous Web Interface section. Click on the Phone tab. Select the DSS Keys option and then the Memory keys option. Under Type select Speed Dial. Under Value enter the number to dial including any required prefixes for the Dial Plan on the VMX. Repeat for as many Speed Dials as you would like to have. Then click confirm to save the changes. Test by pressing the corresponding button to dial the configured external number. 10.4.4 DTMF Shortcuts You can configure any of the 10 buttons on the right had side of the handset on a Yealink T26 or T28 model to act as a shortcut to a DTMF option on the Flash menu. To understand the Flash Menu please see the VMX User Manual. Log on to the phones web interface as described in the previous Web Interface section. Click on the Phone tab. Select the DSS Keys option and then the Memory keys option. Under Type select DTMF. Under Value enter the desired DTMF Value e.g. **3 for the Call Park Feature, **4 to enable and Disable Call Recording Note: To enable and disable call recording the owner of the IP Phone Extension must have Call Recording set to Enabled and Automatic Call Recording set to Disabled. Repeat for as many DTMF shortcuts as you would like to have. Then click confirm to save the changes. 11 Linksys 11.1 SPA 900 Series IP Phones 11.1.1 Get IP Address Press the menu button (Page with corner folded) and press 9. The IP address should be displayed on screen. 11.1.2 Web Interface Enter the IP address of the phone into the address bar of a browser to log into the phone’s web interface Click on Admin Login and then click advanced. Click on Ext 1 to configure it. Change Proxy to be the IP address of the server that the VMX Software is installed on (e.g. 10.10.62.90). Ensure Register is set to Yes Set the User ID and Password to something unique for the phone (e.g. User ID=brian, Password=abc123). If voicemail is enabled on the VMX, enter the phone’s extension number (e.g. 817) into Mailbox ID. Set Voice Mail Server to be the IP address of the VMX. Page | 40 Click Submit All Changes. Figure 59 - Linksys Web Interface 1 Figure 60 - Linksys Web Interface 2 11.1.3 Dial Plan The Linksys SPA 900 Series dialling plan will need to be adjusted to allow certain features work on the VMX. To adjust the Dial Plan Select “Admin Login” at the top right of the page. Select “Switch to advanced view”. Then select “Line 1” from the menu at the top of the page. Scroll to the bottom of the page to the Dial Plan field. Here is the default Dial Plan: (*xx|[3469]11|0|00|[2-9]xxxxxx|1xxx[2-9]xxxxxxS0|xxxxxxxxxxxx.) The recommended Dial plan for the VMX is: (*xxxxx|[3469]11|0|00|[2-9]xxxxxx|1xxx[2-9]xxxxxxS0|xxxxxxxxxxxx.) Page | 41 11.2 3102 ATA Any standard Fax machine should work with the Linksys 3102 ATA, but not all fax machines can be used in the configuration process. It is recommended that you use a standard analog phone for this process. 11.2.1 Get IP Address Plug an analog phone into the “Phone” port on the ATA. Plug the Internet port on the ATA into an active network port and plug in the ATA. Dial “**** “ (The star key four times). Dial “110# “, the IP address will be announced. 11.2.2 Enabling the Web Interface Plug an analog phone into the “Phone” port on the ATA. Dial “**** “ (The star key four times). Dial “7932# “. Dial “1#”. Dial “1”. 11.2.3 Configuring Web Interface Enter the IP address of the ATA into the address bar of a browser to log into the ATA’s web interface. Click on Admin Login and then click advanced. Click on the Voice tab. Click on Line 1. Ensure Line Enable is set to “yes”. Figure 61 – ATA Web Interface 1 Figure 62 - ATA Web Interface 2 Change Proxy to be the IP address of the server that the VMX Software is installed on (e.g. 10.10.62.90). Ensure Register is set to Yes Set the User ID and Password to something unique for the extension (e.g. User ID=fax, Password=abc123). Page | 42 Figure 63 - ATA Web Interface 3 Click Submit All Changes. Please note that Fax machines should always use G711 trunks. 11.2.4 Analog Trunk Setup In order to set up the 3102 as an analog trunk you will first need to create a Trunk on the Trunks page in the VMX. Login to the web interface of the VMX. Click on Trunks. Type in a unique number for the trunk and add it to the list. Note: This trunk number will also be used as the SIP Server User Name. Click configure on the trunk you have just created. Set the Trunk Dial Plan to Standard Trunk DP. Set the SIP Server Address to the LAN address of the VMX. Set the SIP User Name to the number of the Trunk ID field. Set the SIP Server User Password to a unique value. Set the SIP Phone Number to the Caller ID of the Analog Trunk. Set Registration Type to Inward. The rest of the Analog trunk setup will be performed on the Linksys. Enter the IP address of the ATA into the address bar of a browser to log into the ATA’s web interface. Click on Voice at the top of the page. Click on Admin login and then Advanced. Click on PSTN Line. Page | 43 Figure 64 – ATA PSTN Line Setup 1 Under the Proxy and Registration section, set the Proxy Field to the LAN IP address of the VMX. Under the Subscriber Information section, set the Display Name, User ID, and Auth ID to the number of the Trunk ID field used in the previous section. Set the password to the same unique value used for the SIP Server User Password in the previous section. Set Use Auth ID to yes. Figure 65 – ATA PSTN Line Setup 2 Under the Dial Plans Section change the Dial Plan 1 field to (<:xxx>S0) Where xxx = the number of the Trunk ID previous used. Page | 44 Figure 66 – ATA PSTN Line Setup 3 Under the VoIP-To-PSTN Gateway Setup section, set the Line 1 VoIP Caller DP and VoIP Caller Default DP, to 8 instead of 1. Under the section PSTN-To-VoIP Gateway Setup: o Set PSTN Ring Thru Line 1, to no. o Set PSTN CID For VoIP CID, to yes. o Off Hook While Calling VoIP, to yes. Under the section FXO Timer Values, set the PSTN Answer Delay field to 2. Figure 67 – ATA PSTN Line Setup 4 Under the section International Control o Set the Line-In-Use Voltage, to 22. Page | 45 Click Submit all Changes. Figure 68 – ATA PSTN Line Setup 5 The Trunk that was created on the VMX should now be registered. 11.2.5 Far End Disconnect tone A Far End Disconnect tone is a signal sent from the Telecoms Local Exchange to the device (e.g. Telephone, ATA) to signify the end of a call. The ATA must be able to detect this tone in order to be able to tell if the call has ended. If the ATA fails to recognise this tone this may result in the ATA becoming indefinitely engaged unless it is rebooted. Click on Voice at the top of the page. Click on Admin login and then Advanced. Click on PSTN Line and Browse to the PSTN Disconnect Detection Section. Figure 69 – PSTN Disconnect Detection The default Disconnect Tone may differ depending on the Telco that owns your analog line. For example the disconnect tone for Eircom will be recognised by the ATA’s default setting which is480@-30,620@-30;4(.25/.25/1+2) For Smart Telecom a setting of 477@-30,618@-30;4(.22/.25/1+2) is required for the ATA to recognise that the call has ended The default value on the ATA will work for most of the Telecom operators in Ireland. If the values described previously do not work as the Disconnect Tone please contact Emutex 11.2.6 Firmware Upgrade In order to ensure the device works as it should the latest firmware version from the manufacturer should be installed. The shipped version of the firmware on the 3102 is version 3.3.6. To check this, go to the status page on the 3102’s web interface to see the Software version. You can download version 5.1.10 from the following link: http://www.cisco.com/cisco/software/release.html?mdfid=282414112&softwareid=282463187 Under latest releases select 5.1.10 on the left hand side menu and select Download Now. Save the .zip file to a known location and unzip the contents. Page | 46 Run the upg-spa3102-5-1-10-GW.exe application. When prompted enter the IP address of the 3102 and press ok. Let the upgrade complete and check the status page on the 3102’s web interface to see the firmware version number. 11.3 PAP2T The Linksys PAP2T allows an anlalog device such as a phone, fax machine, or a credit card terminal to be integrated into an IP PBX system. 11.3.1 Get IP Address Plug an analog phone into the “Phone1” port on the ATA. Plug the Internet port on the ATA into an active network port and power on the ATA. Dial “**** “ (The star key four times). Dial “110# “, the IP address will be announced. 11.3.2 Line Setup Create an “IP Phone” extension on the VMX for the analog phone that is about to be integrated. Use a web browser to log into the web interface of the PAP2T, using the IP address obtained in the previous step. Select “Admin Login” at the top right of the page. Then select “Line 1” from the menu at the top of the page. Set the “Proxy” field to the IP address of the server that the VMX Software is installed on. Set the “User ID” and “Password” to the same values that were used to create the extension on the VMX. Click SaveSettings. 11.3.3 Dial Plan Depending on the analog phone used and the dialling requirements, the Linksys PAP2T’s dialling plan may need to be adjusted. Select “Admin Login” at the top right of the page. Select “Switch to advanced view”. Then select “Line 1” from the menu at the top of the page. Scroll to the bottom of the page to the Dial Plan field. Here is the default Dial Plan: (*xx|[3469]11|0|00|[2-9]xxxxxx|1xxx[2-9]xxxxxxS0|xxxxxxxxxxxx.) Here is a sample dialling plan used for a VMX with 3 digit extensions starting with a 7 or an 8. The highlighted portion is the important part. (*xx|[3469]|[7-8]xx|11|0|00|[2-9]xxxxxx|1xxx[2-9]xxxxxxS0|xxxxxxxxxxxx.) This can be adjusted depending on the requirements of the VMX’s setup. For example if the site has 4 digit extensions and the extension numbers start with a 4, 5, 6, or a 7. The highlighted portion would change to [4-7]xxx i.e. The 4-7 indicates that the first number in an extension can begin with any number from 4 to 7 inclusive, while the x’s indicate that the last 3 digits in the extension can be any number. Page | 47 12 Siemens A580IP DECT Phone 12.1 Get IP Address Only the Base Station gets an IP address. On a handset press “Menu”. Navigate to “Settings”, then navigate to “Base”. Navigate to “Local Network” enter in system pin (0000 by default). Navigate to “IP Address”. The IP address will then be displayed on screen. 12.2 Registering Additional Handsets On the handset, press “Menu”. Navigate to “Settings”, then navigate to “Handset”. Select “Register Handset” and enter system pin (0000 by default). The handset will display that it is “Registering”. During this time press an hold the button on the base station for 3 seconds. 12.3 Web Interface Enter the IP address of the Base Station into the address bar of a browser to login to the phone’s web interface. Enter the System pin (0000 by default). Click on the Settings tab and then click on Telephony. Click Connections. Click Edit on a free “IP Connection”. Click Show Advanced Settings. Edit the Connection Name or Number. This is a label given to this connection. Set the Authentication Name and Authentication Password to something unique for the phone. Make User Name the same as Authentication Name (e.g. Register Name=brian, Password=password). Set Domain and Registrar Server to the IP address of the server that the VMX Software is installed on. (e.g. 10.10.62.90). When finished press Set. Click on Number Assignment. Assign the new connection to desired Handset (i.e. the connection is used for outgoing calls and incoming calls). Un-tick any connections that you do not want the Handset to be receiving calls from. Click Set when done. If the extension has a Voicemail box associated with it, click Network Mailbox and enter the extension number for your connection and click Active. Click Advanced Settings under DTMF over VOIP, un-tick Audio and tick RFC 2833. Click Set. Figure 70 - Siemens DECT Web Interface 1 Page | 48 Figure 71 - Siemens DECT Web Interface 2 Figure 72 - Siemens DECT Web Interface 3 Figure 73 - Siemens DECT Web Interface 4 Page | 49 Figure 74 - Siemens DECT Web Interface 5 13 GSM1 GOIP Adapter Note: The sim card that is used with this adapter must not have pin code. 13.1 Get IP Address The adapter will have two IP address, one for the LAN port and one for the PC. By default, the adapter will have the following static IP address: 192.168.0.100 for the LAN port and 192.168.8.1 for the PC port. Text “INFO” to the mobile number of the sim card. The device will text back the IP address for each port. 13.2 Device’s Web interface Enter the device’s IP address into the address bar of your browser. Enter username and password. (By default use=:admin, password=admin) Check GSM Module Information on the status page, to ensure the sim is registered with the network. GSM1 Sim should be “Inserted” and GSM1 Status should be “Login” Click on the Configuration settings. Change the timezone to be “GMT+0”, Network Tones to be United Kingdom. Under Network Configuration, set the LAN Port setting to be DHCP. Under Call Settings, change Config Mode to “Single Server Mode”, change Phone Number, Display Nameand Authentication ID to be a sip username (e.g goip), setSIP RegistrarServer to be the IP address of the server that the VMX Software is installed on and set the Password. Under the Advanced Settings menu in Call Settings, disable NAT Keep-alive and set signalling NAT Traversal to “None”. Under the Media Settings menu in Call Settings, click on Audio Codec Preference and disable all codecs but “alaw” and “ulaw”. Under Call Divert enable Forward to PSTN and Forward to VOIP. Set Forward Number (PSTN To VOIP) to the same sip username used above (e.g goip). Set CID Forward Mode to be “Use CID as SIP Caller ID”. Press Save Changes on the left menu bar. Page | 50 13.3 VMX Configuration Login into the VMX as an administrator. Go to the Trunk tab. Select “IP Trunk” Type and enter a trunk ID, press add. Press configure on the newly created trunk. Select a Trunk Dial Plan. Set SIP Server Address to be the IP address of the server that the VMX Software is installed on. Set SIP Server User Name to be the same sip username used earlier (e.g. goip). Set the SIP Server User Password. Enter in the sim cards mobile number into SIP Phone Number. Set Registration Type to be “Inwards” Press Save. 14 Bria 14.1 Bria for Windows First download Bria from the following link: https://secure.counterpath.com/Store/CounterPath/ProductInfo.aspx?ProductId=73 Once Bria is installed you will be presented with the main Bria screen, as seen below. Figure 75 – Bria Main Window 14.1.1 Configuring Bria as an Extension of the VMX The instructions below show how to configure Bria as an extension of the VMX. In this example we are connecting to the following SIP extension on a VMX. Extension Owner User Page | 51 801 Radek radek-bria Password SIP Server (i.e. the VMX): abc123 10.10.62.81 Table 3- SIP Extension Details Figure 76 – Bria SIP Account Settings To set up a SIP extension on the VMX, please refer to the Extension Setup section. Go to Softphone -> Account Settings Give the SIP Account a descriptive Account Name Set the User ID to the same value entered on the corresponding SIP extension created on the VMX Set the Domain to the IP address of the server that the VMX Software is installed on Set the Password to the same value entered on the corresponding SIP extension on the VMX Set the Display name to how you would like your extension to appear to other phones when calling Set the Authorization name to the same value as the User ID 14.1.2 Disable RTP Inactivity Timers Go to Softphone -> Preferences -> Advanced Ensure DTMF is set to Send via DTMF 2833 and Also send In-band is selected Ensure Enable inactivity Timers is not selected Page | 52 Figure 77 – Disable RTP Inactivity Timer 14.1.3 Set Enabled Codecs Go to Softphone -> Preferences -> Audio Codecs Ensure that Enabled Codecs is set to either G711 aLaw preferably, or G711 uLaw No other codecs should be in the list Figure 78 – Enabled Audio Codecs Page | 53 14.1.4 Firewall Traversal Go to Softphone ->Account Settings ->Topology Ensure Firewall Traversal is set to Auto-Detect firewall traversal using ICE Figure 79 – Firewall Traversal 14.1.5 Voicemail Go to Softphone ->Account Settings ->Voicemail Set Number to dial for checking voicemail to the extension number created on the VMX Figure 80 – Voicemail Configuration Page | 54 14.2 Configuring the Bria iPhone App 14.2.1 Configuring Bria as an Extension of the VMX The instructions below show how to configure the Bria iPhone App and use the iPhone as an extension of the VMX. Firstly you will need to purchase and install Bria from the iPhone app store. In this example we are connecting to the following SIP extension on a VMX: Extension Owner User Password SIP Server (i.e. the server ): 801 John john801 abc123 10.10.62.69 Table 4- SIP Extension Details To set up a SIP extension on the VMX please refer to the Extension Setup section Firstly we need to disable STUN as it will interfere with the internal IP identification so it is best to turn it off unless required for testing. Open the Bria App on your iPhone. Go to Settings -> Advanced Settings -> Strategy -> User Specified Turn STUN to OFF. Figure 81 – Turning Off STUN in Bria for iPhone Figure 82 – Adding an Account in Bria for iPhone Next we will set up the account on Bria which will synchronise with the extension you previously created on the VMX. Go to Settings -> Accounts Select the +symbol at the top right of the Bria application to add an account. Page | 55 Set a Descriptive name for the account. Enter how you would like your caller ID to appear on another phone in the Display As field. Make sure the Username and Password match the SIP extension previously created on the VMX. Set the VM Number to the extension number on the VMX for voicemail Set Enabled to ON and the account should register with the corresponding extension on the VMX. Account Status should change to Registered at the top of the Account Screen Click Save at the top right of the Bria application. Click on your newly created Account in the Accounts list to activate it.It should have a green arrow beside it to indicate that it is active. Click on Phone at the bottom to bring up the Dial pad. Test by dialling an internal extension or by ringing an external number. Repeat to add more extensions in the Bria Application. NOTE: Only one account can be active at any one time. 14.2.2 Configuring the Bria iPhone App for Remote Worker Certain settings will need to be adjusted in order to allow Bria to be used as a remote extension on the VMX. Figure 83 – Network Traversal Settings in Bria for iPhone First go to Settings ->Advanced Settings Under the heading Network Traversal Strategy select Current Strategy which will open the Network Traversal Strategy main page Ensure STUN is set to OFF Ensure DNS SRV is set to ON Ensure ICE is set to OFF Ensure STUN 3G is set to OFF Ensure ICE 3G is set to OFF Then go back to the Advanced main page Page | 56 Under Media Options ensure Voice Activity, Noise Reduction Rx and Quality Of Service are set to OFF Figure 84 – Miscellaneous Advanced Settings in Bria for iPhone Under SIP Miscellaneous ensure Support Rport and Support PRACK are set to ON Then under Audio Codecs Selection select WiFi Audio Codecs Figure 85 – WiFi Audio Codecs in Bria for iPhone Page | 57 Above are the default settings Set G722-HD, G711u, G729a, iLBC, GSMtoOFF Set G711a to ON Go to Settings ->Accounts Select your Remote Worker Account Set Enabled to OFF Then go to Account Advanced Figure 86 – Account Advanced Settings in Bria for iPhone Ensure Send DTMF using is set to RFC2833 Under Network Traversal set Global IP and Global IP 3G to ON Figure 87 – Account Advanced Settings in Bria for iPhone Page | 58 Under Transport and Security ensure SIP Transport is set to UDP 14.3 Configuring the Bria Android App as an Extension The instructions below show how to configure the Bria Android App and use the Android phone as an extension of the VMX. Firstly you will need to purchase and install Bria from the Android Marketplace. In this example we are connecting to the following SIP extension on a VMX: Extension Owner User Password SIP Server (i.e. the server): 801 John john801 abc123 10.10.62.69 Table 5- SIP Extension Details To set up a SIP extension on the VMX, please refer to the Extension Setup section. Firstly we need to disable STUN as it will interfere with the internal IP identification so it is best to turn it off unless required for testing. Open the Bria App on your Android phone. Go to More ->Settings -> Advanced Settings Untick STUN and STUN 3G to disable it. Figure 88 – Disabling STUN in Bria for Android Next we will set up the account on Bria which will register with the SIP extension you previously created on the VMX. Page | 59 Figure 89 – Adding an Account in Bria Figure 90 – SIP Generic Account in Bria Go to More ->Accounts Select Add Account and then SIP Generic Set the Account Name to a descriptive value Set the Display Name to a desired value Set the User Name to john801 Set the Password to abc123 Under Server Details set the Domain to the IP address of the VMX, i.e. 10.10.62.69 Set Voice Mail to the Extension Number on the VMX, i.e. 802 Hit the back button on your android phone and select the tick mark beside the newly created account Click on Phone at the bottom of the screen and test by dialling an internal extension or by ringing an external number. Figure 91 – Account Details Page | 60 14.3.1 Configuring the Bria Android App for Remote Worker Certain settings will need to be adjusted in order to allow Bria for Android to be used as a remote extension on the VMX. Go to More ->Settings -> Advanced Settings Ensure Send DTMF using is set to RFC2833 Under the heading Network Traversal Strategy Ensure STUN and STUN 3G are set to OFF Ensure ICE and ICE 3G are set to OFF Ensure DNS SRV is set to ON Figure 92 – DTMF and NAT Setings Figure 93 – Media Options Figure 94 – Codec Options Under Media Options ensure VAD, QoS and Noise Reduction are set to OFF Then under Codec Options select WiFi Audio Codecs Figure 95 – Available Codecs Page | 61 Set G711a and G711u to ON Repeat the same for Cell Audio Codecs Under SIP Options ensure Enablerport and Enable PRACK are set to ON Figure 96 – Account Advanced Settings Go back to the main Bria Screen and select More -> Accounts Disable the Bria Account you are about to edit Select your Remote Worker Account to edit its settings Then scroll down and go to Account Advanced Under Network Traversal set Global IP and Global IP 3G to ON Under Transport and Security ensure SIP Transport is set to UDP Page | 62 15 ITSP Configuration 15.1 Blueface.ie 15.1.1 Sip Trunk Details Blueface normally supply several sip trunk accounts with their business packages. Details of these trunks can be found by doing the following. Go to blueface.ie and log in to the customers main blueface account. Click on the “Toolbox” tab. Click on the “SIP” menu option on the left of the page. This will display the sip accounts and passwords associated with this customer. You can also view the status of the accounts here too. If you click configure on any of the sip accounts, you can select the desired caller ID for the trunk by changing “PSTN Caller ID”. 15.1.2 Number Forwarding Several geographical numbers are supplied with most business packages. You can configure what sip accounts are associated with what numbers by doing the following. Go to blueface.ie and log in to the customers main blueface account. Click on the “Toolbox” tab. The list of numbers associate with the account will be displayed. To make a number dial a particular sip account click on the number. st In the “1 Normal Forward” enter “SIP/sipaccountname”. Follow the instructions in the “SIP Trunk Details” section above. 16 Pre-emptive Disaster Recovery 16.1 Blueface Blueface provide a feature that allows for call forwarding if there is an issue with a customer’s system (Internet Issues etc). They also provide a feature where if all trunk lines are busy a message will be played. 16.1.1 Call Forwarding Login to the customer’s account on www.blueface.ie Click on the “Toolbox” tab. Click on the number you want to set up the forwarding on (i.e. the customers main contact number ) st In the “1 Unavailable Forward” box type the number the call should be forwarded to. 16.1.2 All Trunk Lines Busy This is to record a message that callers will hear if all trunk lines are busy. Login to the customer’s account on www.blueface.ie Click on the “Toolbox” tab. Click on “Voicemail” and take note of the “mailbox” and the “pin”. Change the email address if required. (User will get notified by email if someone leaves a voicemail). From the customer’s Blueface account, dial 171 (If you are using the VMX, you may need to set a specific rule in the dial plan to allow that number through) Page | 63 Enter the mailbox number, followed by the “#” key. Enter the pin number, followed by the “#” key. Press 0, then press 2 to record the “busy” message. Figure 97 - Blueface Main Page Figure 98 - Blueface Toolbox Figure 99 - Blueface Voicemail Page | 64 17 Router Configuration Some routers have features that need to be enabled or disabled to ensure the VOIP service behaves correctly. Here is a list of some known issues. 17.1 SIP ALG 17.1.1 Sonic Walls Login onto the Sonic wall’s web interface. Go to “Firewall”, “VOIP” and then “Settings”. Enable “Consistent NAT”. Disable “SIP Transformations” 17.1.2 Zyxel Modems Open a telnet client (putty is a free one for windows). Connect to the routers IP address of the modem. Enter the admin password. Enter the following command: sys edit autoexec.net Press “i” for insert, and enter the following command: ip nat service sip active 0 Press enter then “x” to save and exit. Reboot the modem. 17.2 IP Flood Detection IP Flood Detection can mistakenly detect a VoIP call as a broadcast storm and can also prevent accurate testing of broadband quality. 17.2.1 Cisco EPC2425 Login onto the Cisco EPC2425 routers web interface. Browse to Setup then Firewall Options and disable IP Flood Detection This feature may be already disabled on newer firmware versions for this Modem model Page | 65 Troubleshooting 18 Trunks 18.1 Trunk is not registering If after 2 minutes the trunk is still not registering, try the following steps. Ensure the VMX has internet access, go to the home tab and check the status of “internet”. Ensure the trunk details are correct. Also ensure that the codec type is supported by the trunk provider (e.g. Magnet do not support G729) Check the Router Configuration section of this manual to see if there are any known issues with the router being used, and how to resolve the problem. 18.2 Trunk is having registration issues If the trunk is registering intermittently, try the following steps. Ensure the internet is not the issue, run traffic tests on speedtest.net and test the packet loss on pingtest.net. Enable STUN on the system page (stunserver.org is an example of a stun server) Check the Router Configuration section of this manual to see if there are any known issues with the router being used, and how to resolve the problem. If the router is not listed, check the manuals and documentation of the router to see if there is a SIP ALG present. If there is, disable it. Some domestic grade routers will not be able for the traffic going through the network, try using a better grade of router. Put the modem into bridge mode if it is the router. 18.3 Issues with incoming calls If incoming calls are not behaving as expected check the following. If the caller hears a message saying the person is unavailable, there is an issue with the trunk. Ensure the trunks are registered. If the trunks are registered check on the ITSP settings to ensure calls to the geographical number are being directed to the right sip account. Ensure there are no other devices using the same sip accounts as the VMX. This would be a common occurrence if the user already had a VOIP setup, either sip phones connected directly to the ITSP or a previous VOIP PBX) in place before the VMX. If the caller is reaching an undesired extension on the system there is an issue with the dial plans. Check the trunk has a valid dial plan. View the dial plan rules to ensure that there is a valid route to the correct extension. (Dial plans will execute the first rule it satisfies from the top, so make sure the number you are dialling isn’t matching any higher up rules). Page | 66 19 Extensions 19.1 Extension is not registering If after 2 minutes the extension is still not registering there must be some issues. Ensure phone is plugged in and has an IP address Ensure the phone is registering to the server’s IP address Using the examples provided in the Appendix, re-enter the sip account settings on the phone. (the details are case sensitive) Re-enter the sip account details on the VMX extension. 19.2 Issues with dialling If there is certain numbers that you are having issues with dialling (e.g. External numbers) check the following. If it is an external number and the message heard on the phone is “I’m sorry, there are no trunk lines available”, its possibly that all trunks are in use, the maximum number of concurrent calls is in progress (this is set on the system page), there are no registered trunks or the license on the box is invalid (check the home tab). Check that the extension that is being used has a valid dial plan. View the dial plan rules to ensure that the number you are trying to dial has a valid route (Dial plans will execute the first rule it satisfies from the top, so make sure the number you are dialling isn’t matching any higher up rules). Page | 67 Notes: Page | 68 EMUTEX Ltd. Callan Centre, National Technology Park, Limerick, Ireland. Tel: +353 (0)61 514 496 Fax: +353 (0)61 513 059 General enquires: [email protected] Corporate web: www.emutex.com VMX web: www.vmxphonesystems.com
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