Allworx® Server Administrator’s Guide Release 7.
Allworx Server Administrator’s User Guide
System Administrator’s Guide – Release 7.5 © 2013 Allworx Corp, a Windstream company. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopy, recording, or otherwise without the prior written permission of Allworx Corp. Software in this product is Copyright 2013 Allworx Corp, a Windstream company, or its vendors. All rights are reserved.
System Administrator’s Guide – Release 7.5 Table of Contents 1 Introduction .................................................................................................. 1 1.1 1.2 1.3 2 Accessing Web Administration .................................................................. 5 2.1 2.2 3 3-Digit vs. 4-Digit Extensions ................................................................... 39 Important Notes .......................................................................................
System Administrator’s Guide – Release 7.5 10.4 10.5 10.6 Generic SIP Phones............................................................................. 66 Analog Phones..................................................................................... 66 Testing Phones .................................................................................... 67 11 Configuring Allworx Phones ..................................................................... 69 11.1 11.2 11.3 11.4 11.5 11.6 11.7 11.8 11.
System Administrator’s Guide – Release 7.5 14.3 14.4 14.5 14.6 14.7 14.8 14.9 Defining Service Groups .................................................................... 125 Configuring Area Codes ..................................................................... 126 Remote Sites as Services .................................................................. 127 Audit Pin Codes ................................................................................. 128 Dialing Privileges Groups ..............
System Administrator’s Guide – Release 7.5 23.2 23.3 23.4 23.5 Emergency Handset Caller ID ............................................................ 165 Delete an Emergency Caller ID .......................................................... 168 Emergency Alerts ............................................................................... 168 Emergency Call Email Notifications .................................................... 169 24 Call Supervision ...............................................
System Administrator’s Guide – Release 7.5 32 Music on Hold........................................................................................... 211 32.1 32.2 32.3 32.4 Sources.............................................................................................. 211 Electronic Files................................................................................... 211 Converting Sound Files ...................................................................... 211 Managing Music on Hold ....
System Administrator’s Guide – Release 7.5 _______________________________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 1 Introduction 1.1 Who Should Read This Guide This guide is to be read by people who will be installing and maintaining Allworx servers. The reader is expected to have a computer networking and basic telephony background and to have completed the Allworx Partner technical training. 1.2 Purpose The Allworx server web administration interface has built-in descriptions, help, and tips on many of its pages.
System Administrator’s Guide – Release 7.5 1.3 Allworx Family of Servers The award-winning Allworx family of servers includes the Allworx 6x, 6x12, Allworx 24x, and Allworx 48x servers. The servers differ in features and capabilities.
System Administrator’s Guide – Release 7.
System Administrator’s Guide – Release 7.5 _______________________________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 2 Accessing Web Administration For upgrades to the software on the server, navigate to the Maintenance > Update web administration page. Supported web browsers for Allworx server administration include: • IE 8, 9 • Google Chrome (Latest Release) • Modzilla Firefox (Latest Release) The administrative interface to the Allworx server is accessed using a web browser via the LAN interface on TCP port 8080.
System Administrator’s Guide – Release 7.5 • Server Administrator: access to manage all functions of the server. The Allworx Server Administrator assigns roles, manages the server administrative functions, manages day-to-day phone system settings, manages the network and VoIP settings, and initiates system backups and/or reboots. • System Administrator: access to manage the administrative functions of the server.
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System Administrator’s Guide – Release 7.5 3 Configuring a New Allworx Server To configure a new Allworx server, log into the Allworx server’s Web Admin page. After the Home page displays, click the Install Checklist link (on the left side) to bring up a new window that lists the steps necessary to set up a new system. Each step has a description followed by a link to the Web Admin page to execute the step. These steps are ordered to aid in a successful configuration.
System Administrator’s Guide – Release 7.5 3. Enter Name, Street, City, State Zip, Phone, FAX, and Home Page information. If you make a mistake, click the Start Over button to reset the fields to the original settings. 4. Click Update to save changes. 0. 3.3 Feature Keys Feature Keys enable access to advanced features that for purchase separately from the base feature set for Allworx servers.
System Administrator’s Guide – Release 7.5 Feature Key User Expansion Licenses Description Expand the maximum number of users on 6x, 24x, and 48x servers. No user expansion is possible on 6x12 servers. These options do not require downloading any additional software, unless otherwise specified. Key 6x 48 Users 24x 48x X 60 Users X 100 Users X X 150 Users X X 200 Users X X 250 Users X X Call Queuing Provide the ability to direct inbound calls into queues.
System Administrator’s Guide – Release 7.5 Feature Key Description Dual Language Support Provide the ability to have a second language for default audio prompts. Language Packs containing the audio prompts in languages other than US English are available for download from the Allworx Partner Portal at www.allworxportal.com. Multi-Site Primary Provide the ability to integrate multiple sites seamlessly. The Primary key designates the Controller site for the network.
System Administrator’s Guide – Release 7.5 4 Upgrading Server Software Before performing an upgrade, be aware that: • If you are updating from Release 7.0 or lower, Allworx has made significant changes to multisite networking that require additional feature keys and configuration steps in order for site-tosite features to continue to operate.
System Administrator’s Guide – Release 7.5 1. Choose the desired software version. 2. Click Download Update. 0. Option 2: Upload update from PC 1. Download the update files to a PC from the Allworx portal (www.allworxportal.com), and then upload to an Allworx server. 2. Click the Browse button to navigate to the location of the downloaded Allworx server software file from the Allworx portal. 3. Select the file, and click Open. The Update page displays. 0. 1. Click the Load button.
System Administrator’s Guide – Release 7.5 To schedule an update for a later time (up to a week ahead): 1. Click Activate Update Later. 2. Check the Automatic Update box to update the firmware on Allworx Phones automatically. 3. Select the date and time to initiate the update, and then select the Submit Schedule button. The Update page displays with the date and time schedule for the server software update. 0. 0. To cancel the scheduled update, select the Cancel Update button.
System Administrator’s Guide – Release 7.5 _______________________________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 5 Network Configuration 5.1 General Network Configuration Requirements If connecting remote phones or remote Px Expanders to the system, observe the following very important security requirements: 5.1.1 Server • The Allworx Server Administrator can directly connect the Allworx server to the Internet via its WAN port. However, the WAN cannot be in Use PPPoE mode. • Install the server behind a firewall or connect it to the public internet using the WAN port.
System Administrator’s Guide – Release 7.5 _______________________________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 5.2 Network Mode: Standard Router When the network mode is set to Standard Router, the logical network capability is as shown in the diagram below: Allworx server WAN Side Server Network Services WAN IP Based Network Router LAN Side Server Network Services LAN The server acts like an ordinary two port router with the server routing packets between the LAN and WAN interfaces. No NAT or firewall functionality is enabled. All LAN hosts are visible on the WAN.
System Administrator’s Guide – Release 7.5 5.3 Network Mode: LAN Host When the network mode is set to LAN Host, the logical network capability is as shown in the diagram below: Allworx server WAN WAN Side Server Network Services Leave WAN port disconnected IP Based Network Router LAN Side Server Network Services LAN Use this mode when deploying the Allworx server as a peer (instead of as a router or firewall) on the local area network.
System Administrator’s Guide – Release 7.5 5.4 Network Mode: NAT/Firewall When the network mode is set to NAT/Firewall, the logical network capability is as shown in the diagram below: Allworx server WAN Side Server Network Services WAN NAT Firewall IP Based Network Router LAN Side Server Network Services LAN For security purposes, this mode’s default settings permit only outbound connections (from the LAN to the WAN); all WAN-initiated connections are denied.
System Administrator’s Guide – Release 7.5 For example, if a PC on the LAN is hosting a website that must be accessible from the Internet, its http port (port 80) must be exposed through the firewall. To permit access to this web server, create a new entry, entering 80 for the WAN Port #. Choose TCP for the Protocol, enter the PC’s IP Address (e.g. 192.168.101.9) and the Local Port # of 80. Note: The WAN and LAN Port #s must always be the same.
System Administrator’s Guide – Release 7.5 5.5 Allworx Server behind a 3rd-Party NAT Firewall To support remote devices, Allworx Reach Mobile Clients, and SIP Proxy usage when the Allworx server is behind a single 3rd-party NAT firewall, the server’s Network Mode must be in LAN Host Mode. When set to LAN Host Mode, the page contains a Public IP Address section as shown below: As instructed on the page, enter the firewall’s public IP address in the Public IP Address field.
System Administrator’s Guide – Release 7.5 5.6 Network Mode: NAT/Firewall with DMZ When the network mode is set to NAT/Firewall with DMZ, the logical network capability is as shown in the diagram below: Allworx server NAT Firewall WAN WAN Side Server Network Services IP Based Network Router LAN Side Server Network Services LAN Turning on the DMZ moves the WAN network services behind the firewall. This means that even the Allworx WAN services (POP, SMTP, FTP, HTTP, etc.
System Administrator’s Guide – Release 7.5 Note: The checkboxes are for configuring specific Allworx services in the LAN address list. They are provided as a convenience as compared to filling in the list. ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 5.7 Network Mode: NAT/Firewall with Stealth DMZ This mode is the same as NAT/Firewall with DMZ except that all ICMP services (echo, redirect, etc) are turned off. This makes it more difficult for attacks from the WAN to probe the server. It also makes it more difficult for the administrator to troubleshoot any network connectivity problems (since ping and traceroute won’t work).
System Administrator’s Guide – Release 7.5 6 VPN This page displays the system’s Virtual Private Network settings. NOTE: It is necessary to restart the Allworx server for the new Network VPN settings to take effect. To enable the VPN PPTP server: 1. Navigate to Network > VPN. The VPN page displays. 2. Click the Modify link to update the values. 3. Check the Enable VPN PPTP Server box and update the fields. 4. Enter the required information in the respective fields.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 7 Internal Dial Plan and Extension Length The extension length setting configures extensions to be either three (3) digits or four (4) digits long. This capability influences other server features and has some limitations that are discussed below. The Internal Dial Plan specifies the first digit for user extensions and other PBX functions such as forwarding calls and accessing outside lines.
System Administrator’s Guide – Release 7.5 the extension automatically changes to x1104. A system extension of x231 adjusts to x1231. Switching back from 4-digit extensions to 3-digit extensions is not recommended. If the switch is made, all extensions will be shortened to three digits by removing the first digit (e.g. an extension of x1205 will become x205). However, this can lead to conflicts (e.g. x1100 and x2100 would shorten to the same 3-digit extension).
System Administrator’s Guide – Release 7.5 • Default Extensions, extensions accessed by Shortcuts, and “Dial By Directory” listings of Auto Attendants • Call Detail Records (prior records are unaffected by the change) • Off hook digits dialed for handsets 7.1.
System Administrator’s Guide – Release 7.5 Note: The Internal Dial Plan cannot be changed between Normal Mode and Extension Mode on a system that is part of a Multi-site network. In either mode, the selections are made by choosing the leading digit for groups of dialing patterns from a pull-down list. Selecting a digit for one pattern affects the digits that are available for use with other patterns.
System Administrator’s Guide – Release 7.5 Check the Use Extension Mode box to switch to Extension Mode. Internal Dial Plan changes cannot be made to servers that are in a Multi-site network. To disable Multi-site on all servers: 1. Navigate to Network > Multi-Site > modify. 2. Go to the Configuration section, and click the Disabled button. 3. Click the Remove links on all servers to remove all site data on all servers. 4.
System Administrator’s Guide – Release 7.5 6. Reboot all phones, and enable Multi-site on the Primary site. a. Navigate to Network > Multi-Site > modify. b. Go to the Configuration section, and click the Controller Site button.. 7. . Enable Multi-site on all of the Branch sites and Accept all sites into the network on the Primary site. a. Navigate to Network > Multi-Site > modify. b. Go to the Configuration section and click the Branch Site button. 8. .
System Administrator’s Guide – Release 7.5 8 User Passwords The system maintains a PIN for accessing phone functions (accessing the Message Center, logging in to Queues, etc.) and a password for accessing My Allworx Manager and the Allworx Administration pages. Allworx Server Administrators can enforce more stringent password requirements for all user accounts, and/or require users to change their password on the next login. Users can change their password and PIN using My Allworx Manager.
System Administrator’s Guide – Release 7.5 To change the password requirements: 1. Navigate to Business > Users > Password Requirements. The section displays the current requirements for Passwords. 2. Click the modify link to change the settings. The default setting for Require Strong Passwords is not required. 0. a.
System Administrator’s Guide – Release 7.5 8.2 Users This Admin page enables the Allworx Server Administrator to set each user’s passwords. 8.2.1 New Users 1. Navigate to Business > Users, and go to the Users section. 2. Click the add new user link. The Add New User page displays. 3. Enter the user information: • Login Name – must start with a letter; use only letters, digits, and underscores. • Full Name fields – First, Middle, Last (required).
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 9 Adding Users 9.1 User Templates User Templates contain a set of common configuration settings and can be applied when creating or modifying users. Not all user settings are included in the templates. Some settings must be configured for each user from their user modify page.
System Administrator’s Guide – Release 7.5 5. Rename the template in the Name section of the page, and update the template options, as appropriate. 6. Click Update when changes are complete. 7. Navigate to Business > Users to go back to the list of users. 0. 9.1.2 Modifying an Existing Template Prior to adding users on a new system, determine the required feature options for which users (e.g. Off-site Access to Outside Lines or the ability to create conferences).
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System Administrator’s Guide – Release 7.5 5. Update the System Features section, as appropriate. The system automatically flags any changes to the settings with an exclamation point (!) to indicate that the template has been overridden. 6. Click Add to add the user to the system. The Users page displays. The users table on the Users page displays the last applied template that to each user.
System Administrator’s Guide – Release 7.5 Whether Set or Merge is used, additional changes can be made before selecting the Update button. 4. Click Update for the changes to take effect. The User page displays. The users table on the Users page displays the last applied template that to each user. If any template settings for a given user have been overridden, the User Template name will be marked with an exclamation point (!). 0.
System Administrator’s Guide – Release 7.5 10 Adding Handsets 10.1 Allworx Desk Phones The following procedures apply when connecting the Allworx phones to the same LAN as the Allworx server. If you are connecting to a different network, see Chapter 17 Remote Allworx Phones and Port Expanders. 10.1.1 DHCP IP Addressing By default, Allworx phones have DHCP client enabled. When connected to networks on which there is a DHCP server, the phones will receive their network setup from the DHCP server.
System Administrator’s Guide – Release 7.5 the prompts. The phone will reboot and connect using the DHCP and manually entered settings. 0. 10.1.
System Administrator’s Guide – Release 7.5 Allworx phones running firmware from server software release 7.2 or higher (phone firmware version 2.2 or higher) default to VLAN auto configure. If the network utilizes LLDP-MED or CDP to set network host VLAN configurations, the Allworx phones will be properly configured. If the phone is running an earlier version of firmware or if the network does not use LLDP-MED or CDP, configure the VLANs manually. To set up VLANs on the phone: 1.
System Administrator’s Guide – Release 7.5 the user or the server select a profile and avoids the need to manually change settings on the phone. 10.1.5 On-phone Archive Profile An On-phone Archive profile can be stored on the phone using the phone’s CONFIG menu. Download additional profiles to the phone from the server using the Handset Preference Groups. To create the On-phone Archive profile: 1. Press the CONFIG soft key on the phone. 2.
System Administrator’s Guide – Release 7.5 4. Click the modify link on the Template Name line to rename the template to a more descriptive name, and then click the Update button. 5. Create a Network Settings Profile, click the add profile link. ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 6. Name the profile and fill in the desired settings. Profile Description Profile Name The name can be different from the Template name and must be different than any other profile name in this template. Phone IP Choices are DHCP and Use Phone Setting. It is not possible to assign a static IP address to a phone using a Handset Network Profile. Boot Server Address A domain name may be entered rather than an IP address.
System Administrator’s Guide – Release 7.5 16. Navigate to the Phone System > Handsets Page. 17. Locate the handset in the table, and click the corresponding View Configuration link. The View configuration dialog box displays. 18. Locate the Handset Preference Group section, and click the Modify link. 19. Go to the Handset Preference Group section, and select the new template from the list. 20. Click Update to save changes. 21. Navigate to the Phone System > Handsets Page.
System Administrator’s Guide – Release 7.5 • Replace compatible existing Allworx phone (NOW > REPLACE). Select from the list of the all Allworx system phones. The phone web administration password, if any, is required to replace a phone. Navigate to Web Admin Servers > VoIP to view or change the password. Reboot the phone to complete the phone replacement. • Defer user assignment (LATER).
System Administrator’s Guide – Release 7.5 10.1.9 Manually Adding Allworx Phones The Allworx server supports the manual adding of phones to the system. Do this if disabling the Plug and Play for security reasons or when configuring the phone prior to plugging it into the network (For example, to pre-configure the server before an installation at the customer site). To add an Allworx phone manually: 1. Navigate to the Phone System > Handsets page. 2.
System Administrator’s Guide – Release 7.5 10.2 Reach Handsets The Allworx Reach Mobile Client application can be loaded on iOS and Android devices to provide soft phone capability. See the Allworx Reach User’s Guide for information on using the Allworx Reach Mobile Client. To connect Reach Handsets, install Reach licenses on the server and update the Reach server configurations. 10.2.1 Reach Handset Licensing Each Reach handset requires a license in order to operate. The Allworx Server 7.
System Administrator’s Guide – Release 7.5 Note: 10.2.2 By authorizing users to claim licenses, it is possible to over-allocate the installed licenses. If users have claimed all installed licenses, the system blocks attempts to install additional Reach handsets. However, if the Allworx Server Administrator creates a Reach handset and assigns an owner before using up the licenses, the user listed as the owner has one of the installed licenses and is able to register their Reach handset.
System Administrator’s Guide – Release 7.5 10.4 Generic SIP Phones To configure a 3rd-party SIP phone: 1. Navigate to Phone System > Handsets. 2. Click the add new Generic SIP Handset link. The SIP Handset page displays. If the link is unavailable, purchase more licenses. 3. Fill in the fields in the SIP Handset section. The system requires an entry in the Description field. 4. Locate the Handset Configuration section and enter the Number of Lines. 5.
System Administrator’s Guide – Release 7.5 10.6 Testing Phones Below are some suggested steps for verifying that a phone is set up correctly: • Dial 400† for Auto Attendant. • Enter ‘#7’. The Auto Attendant will play back information about the phone configuration. • Hang up. The phone will ring back. If any of these steps fail, check: • Physical wiring between phone and server. • Network settings. • Phone and server configuration. † Extensions may vary per system.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 11 Configuring Allworx Phones To configure Allworx IP phones: 1. Navigate to Phone System > Handsets. 2. Check the Show boxes for Allworx Handsets and Allworx Reach Handsets. The table lists all installed Allworx desk phones and Reach handsets. 0. The following settings and actions are available: Applies to Phone Function Description Allworx Desk Phone Allworx Reach Appl.
System Administrator’s Guide – Release 7.5 Applies to Phone Function Description Allworx Desk Phone Allworx Reach Appl. Allworx Generic SIP Phone Replace Enable substituting the phone with another phone. The Replace feature transfers all of the original phone’s configuration parameters and settings to the new phone. Use this function to replace a defective handset with a new one.
System Administrator’s Guide – Release 7.5 11.1 View Configuration Click the View Configuration link to see the phone configuration parameters for each SIP handset. In addition to the summary information, the following settings display: • Handset Preferences Group - displays the current preference group. Modify enables updating the current preference group. • Template Options - Save enables the user to safe the current configuration as a template.
System Administrator’s Guide – Release 7.5 The Handset Preference Groups are displayed in a table in the Phone System > Handsets page, with options to View or Copy the PBX Station (Default) and Key System Station (Default) templates or View, Copy, or Delete other template groups. The PBX and Key System Default groups that contain the factory default handset options for their respective modes.
System Administrator’s Guide – Release 7.5 11.4 Handset Preference Group Settings Handset Preference Group configuration settings: Applies to Option Description Allworx Handsets Allworx Reach Application Handset Preference Group Name Description of the Handset Preference Group. Yes Yes Station Mode Selection Change the phone behavior to PBX Behavior or Key System Behavior. Yes No • It affects how some of the PFK functions work, see Programmable Function Keys (PFKs).
System Administrator’s Guide – Release 7.5 the handset user’s privacy. Clock Mode* Specifies the phone station displays the idle screen clock in 12- hour or 24-hour format. There is an option to disable the clock display if the phone is not synchronized to network time or the handset user does not need the time to be displayed Yes No Codec Preference Order Set the preferred codec order in the phone. The codec is the method of encoding/decoding the audio sent to and received by the phone.
System Administrator’s Guide – Release 7.5 • No Reminder – Never remind the user. • On Hook – Beep whenever the phone is put on-hook with call(s) on hold. • Timer – Beep after the call has been on-hold for the specified period. • On Hook and Timer – Beeps after the holding call for the specified period or if placing the handset on hook. Hold Reminder Timeout* Length of time (in seconds) a call is on hold before the call beeps, if Hold Reminder mode is Timer.
System Administrator’s Guide – Release 7.5 • Missed Call Tracking* Display the number of calls missed since last making or receiving a call. Select which missed calls to track: • Mobile data Access Off Hook Digits Dialed Calls Message Center – Pressing the Messages button calls the Message Center so audio menus can be used to manage voicemail No No Yes Yes No Yes No Call Appearances Only • All Appearance Types Enable the phone to access WiFi and Mobile Networks.
System Administrator’s Guide – Release 7.5 Using a maximum range of values makes the phone the most secured from snooping and denial of service activities. However, when placing remote phones behind 3rd-party firewalls, under certain conditions the UDP port range may need to be greatly restricted so that mapping rules can be created for each phone behind the firewall. See Chapter 17, Remote Allworx Phones and Port Expanders, for more information.
System Administrator’s Guide – Release 7.5 and speak to the recipient (i.e. perform an announced/attended transfer) before hanging up to complete the transfer. Applies to: Checkbox Parameters Allworx Handsets Allworx Reach Application Audible Dialing* Enables hearing DTMF sounds on the handset or speaker when dialing the phone. When audible dialing is disabled, dialing operations are silent.
System Administrator’s Guide – Release 7.5 Line Appearance(s) Use Dial Plan Enable dialing a phone number when the phone does not display the selected Line Appearance PFK, is not recorded in the phone call history, and is not available for redial. If the CO lines on the system do not follow the North American Numbering Plan (including if the lines connects to another PBX), the user may want this feature disabled.
System Administrator’s Guide – Release 7.5 11.4.1 Adding Handset Preference Group Options to Handset Templates A Handset Template is a combination of a Programmable Function Key (PFK) setup and Handset Preference Group options. When a new phone is added, the “Active” Handset Template for its model (9212, 9224, etc.) is automatically applied. To incorporate a Handset Preference Group into a new Handset Template: 1. Navigate to Phone System > Handsets > View of an existing handset.
System Administrator’s Guide – Release 7.5 3. Check the boxes for the handsets to be re-assigned. 4. Select the desired Handset Preference Group from the drop-down menu. 5. Click Assign, and then click Confirm to complete the assignment. 0. To add Handsets manually to Handset Preference Groups: Option 1: 1. Navigate to Phone Systems > Handsets. The Handset information page displays. 2. Go to the SIP Handset section, select a handset and user, and click the View Configuration link. 3.
System Administrator’s Guide – Release 7.5 2. Go to the Handset Preference Groups section, select a a Handset Preference Group, and click the View link. The page displays the specific Handset Preference Group settings. 3. Go to the Handset Assigned To Group and click the Modify link. The assignment group page displays to view, add, or remove handsets from a group. 4. Select or deselect the user check boxes to add or remove the user from the Handset Preference Group.
System Administrator’s Guide – Release 7.5 11.5 Programmable Function Keys (PFKs) 11.5.1 Configuring phone PFKs To configure PFKs on a phone: 1. Navigate to Phone Systems > Handsets and locate the handset that needs configuration. 2. Click the View Configuration link in the handset row. The Configuration page displays for the specific handset. 3. Go to the Programmable Function Keys section, and click the Modify link. The Programmable Function Keys page displays.
System Administrator’s Guide – Release 7.5 same time. The Call Appearance will not appear busy to the call route until all the PFK’s defined for that Call Appearance are in use. This is similar to call waiting except the PFK’s are used to alert and select a new call. Configuration Example: Busy Receptionist Requirements: Susan works as a receptionist at a busy office. She gets many phone calls each hour.
System Administrator’s Guide – Release 7.5 the phone. The mapping of the Personal Speed Dial Numbers defined in the handset to the PFK is as follows. The uppermost Personal Speed Dial PFK is associated to the lowest Speed Dial entry number on the handset. • Redial – Redials the last dialed number. Unless the Line Appearance(s) Use of Dial Plan phone option is enabled, only Call Appearance-dialed calls can be redialed.
System Administrator’s Guide – Release 7.5 Park Set Monitor Enable a single PFK to monitor a configurable set of parking orbits. The PFK lights if parking calls in any of the set of orbits. Pressing the PFK displays a list of parked calls in the orbit along with Caller ID and other information. Users can retrieve one of the parked calls using the UP/DOWN arrow keys and the SELECT button.
System Administrator’s Guide – Release 7.5 The Emergency Alert and Hot Desk assignments do not have the define link. There are no further options to choose. The Schedule assignment has a change link. Use this link to update the additional options associated with the Schedule PFK. 6. Use the drop-down menus to update the selection, and click Done. 7. Repeat for each PFK, as necessary. 8. Click Update, the handset configuration screen displays. 9.
System Administrator’s Guide – Release 7.5 11.7 Call Assistant Appearances The Call Assistant Appearance requires installation of the Call Assistant software application. The Call Assistant Appearance settings extend the number of the features available in Programmable Function Keys by creating virtual keys within the Call Assistant software application. The additional virtual appearances are available only when the Call Assistant application is connected to an Allworx IP phone.
System Administrator’s Guide – Release 7.5 To modify the the Call Assistant Appearance configuration: 1. Navigate to Phone System > Handsets and click the View Configuration link on the specific handset. 2. Go to the Call Assistant Appearances section, and select the Modify link. This opens the Call Assistant Appearances configuration page. These options work identically to the corresponding appearance types described previously on physical PFK buttons. 3. Click Update to update the changes. 4.
System Administrator’s Guide – Release 7.5 11.8.2 Viewing a Handset Template’s Configuration To view a template’s phone configuration, click the View link in the Action column in the list of Handset Configuration Templates. 11.8.3 Creating a New Handset Template New templates can be created from any phone’s configuration. To create a new template: 1. Navigate to Phone System > Handsets and click the View Configuration link on the specific handset. 2.
System Administrator’s Guide – Release 7.5 To configure a template to single phone: 1. Navigate to Phone System > Handsets, and go to the SIP Handsets section. 2. Go to the line for the specific phone and click the View Configuration link. 3. Go to the Template Options section, and select the desired template in the drop-down list. 4. Click Apply. Reboot the phone for the changes to take effect.
System Administrator’s Guide – Release 7.5 2. Locate the template you want to modify, and click Delete. 3. Go to the SIP Handsets section, and locate the template needing modification. Click View Configuration. 4. Update the configuration. 5. Click the Save button in the Template Options section, and enter a new description in the pop-up window. Click OK. This saves the template, and it is available in the list of Handset Configuration Templates for the specific handset. 6.
System Administrator’s Guide – Release 7.5 There are two ways to access the administration page of an Allworx handset. • From the Server Admin page, navigate to the Phone System > Handsets page and then click the handset IP address link. • From a browser, enter the IP address of the handset. Find the IP address using the handset soft keys: CONFIG > Current Status > Info.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 12 Shared Call Appearance The Shared Call Appearance enables the sharing of a set of one or more PFKs across multiple handsets. All handsets in a Shared Appearance have common access to calls within the group of handsets. For example, an incoming call can ring on all handsets with the appearance, one user can answer and place the call on hold, and then another user can retrieve the call.
System Administrator’s Guide – Release 7.5 3. Update the Description field, and then update the Number of Lines field. The Number of Lines field is the number of PFKS that are assigned to the handsets. 4. Click Add to save the new Shared Appearance. 0. To Modify Shared Call Appearances: 1. Navigate to Phone System > Shared Appearances. 2. Locate the Shared Call Appearance description in the table and click the Modify link. The Shared Call Appearances dialog box displays. 3.
System Administrator’s Guide – Release 7.5 Note: 4. The Number of Lines is not available for change as this would affect the number of PFKs on all phones, rendering some phones unable to support the Shared Call Appearance feature. Click Update to save changes. 0. To see associated handsets: 1. Navigate to Phone System > Shared Appearance. 2. Locate the Shared Call Appearances description, and click the associated Show Handsets link. 3. Click the Close button when complete. 0.
System Administrator’s Guide – Release 7.5 For more information on configuring PFKs, go to Programmable Function Keys (PFKs) on page 83. If replacing a phone that is using a Shared Call Appearance, the replacement phone automatically shares the Shared Call Appearance - if the new handset has enough PFKs available to accommodate all Shared Call Appearance lines.
System Administrator’s Guide – Release 7.5 12.6 Inbound Calls A ringing inbound call on a Shared Call Appearance causes the PFK to flash fast green on all handsets sharing the Shared Call Appearance. The user of any phone with that Shared Call Appearance can answer the inbound call. 12.7 Ringing Call Pickup Handsets that do not share the Shared Call Appearance can pick up ringing calls on a Shared Call Appearance line using the call pickup prefix (default: 7 + extension).
System Administrator’s Guide – Release 7.5 12.12 Shared Hold To place the active Shared Call Appearance phone call on hold, press the HOLD key. The LED flashes green slowly on all phones that share the Shared Call Appearance; this includes the phone used to place the call on hold. Any handset that shares the Shared Call Appearance can resume the call. If no one picks up the held call, the handset that placed the call on hold receives a notification per their individual HOLD reminder settings. 12.
System Administrator’s Guide – Release 7.5 13 Outside Lines Allworx servers support placing and receiving calls over the following line types: Line Type 6x/12 6x 24x 48x POTS/CO X X X X SIP Proxies X X X X Allworx Px Expanders X X X SIP Gateways X X X T1/PRI X X T1/CAS - T1/RBS X X NFAS X 13.1 Configuring CO Lines 1. Navigate to Phone System > Outside Lines. Go to the Analog (CO) Lines section. 2.
System Administrator’s Guide – Release 7.5 4. DTMF Gap Typical 100 milliseconds Select the attendant used to answer when calls received from this source are routed to an Auto Attendant. Select the option from the drop-down list of options. Calls received from this CO line go to: • Extension • Auto Attendant • Voicemail for user Click the Update button to save changes. 0. 13.
System Administrator’s Guide – Release 7.5 • # Timing controls: • P generates a one second pause • + increases the duration and gap of all DTMF tones by 50ms • - decreases the duration and gap of all DTMF tones by 50ms Variables: 6. • $xN sends the last N digits (0 for all digits) of the dialed extension • $nN sends the last N digits (0 for all digits) of the DNIS number For the device to receive incoming calls, an outside line must be routed to the port to which the device is attached.
System Administrator’s Guide – Release 7.5 SIP Gateways and SIP Proxies are different but are configured in a very similar manner. Both types of devices are added to the system through the Phone System > Outside Lines page. 13.3.1 Configuration SIP Proxies and SIP Gateways have configuration settings that are specific to using the ITSP or device. Refer to Allworx Server behind a 3rd-Party NAT Firewall on page 33 for additional information. To configure a new SIP Gateway or SIP Proxy: 1.
System Administrator’s Guide – Release 7.5 Caller ID Number Number used for outbound calls. Some ITSPs may ignore this or refuse calls if set. Maximum Active Calls The Allworx server uses this number to limit the total number of the incoming and outgoing active calls with this SIP Proxy. This is useful for controlling the network bandwidth used, since Allworx assumes that the SIP proxy is not a LAN local service.
System Administrator’s Guide – Release 7.5 checking this box the Allworx system pads the DTMF packet. It expands the RTP header to make the packet at least 64 bytes long. Typically, this checkbox is not checked. Enable Early Media Some service providers send audio before answering an outbound call (using 183 Session Progress in SIP). Use this to relay announcements (e.g. "Your call can not be completed as dialed”) or remote ring back tones.
System Administrator’s Guide – Release 7.5 service provider. Most service providers expect to have the requested number or ID [dialed number] in this field, but some require the registered account information [address of record]. Typically this is set to [dialed number] * These settings are specific to the ITSP. For instructions on configuring them for Allworx partner ITSPs, download the ITSP Application Notes from www.allworxportal.com.
System Administrator’s Guide – Release 7.5 gateway through this mechanism requires the gateway to have a static IP address. The system does not enable DNS names for security reasons. Prefix String 13.3.3 Define DTMF digits prepended to the dialed number string when placing outbound calls through the gateway (e.g. ‘9’ for dialing through another SIP PBX).
System Administrator’s Guide – Release 7.5 The current address is the IP Address and SIP Protocol port of the Allworx server. This can be static or updated through periodic SIP Registration.
System Administrator’s Guide – Release 7.5 13.3.6 Limitations with SIP Outside Lines The following calling features are not available when using SIP trunks or SIP Gateways: • Consultation and call transfer (using *# or *7) by recipients of Follow-MeAnywhere call routes. • Disconnection (hang up) of calls (using *#) when accessing outside lines through the Message Center. However, these features ARE available when one of the parties in the call is using an Allworx phone or port expander. 13.
System Administrator’s Guide – Release 7.5 match the provisioning defined by the Central Office with a typical configuration having 23 B channels on slots 1 through 23 and one D channel on slot 24. 13.4.4 NFAS Support Non-Facility Associated Signaling (NFAS) is a PRI where multiple T1 lines share the same D channel. The Allworx server supports NFAS using the National Standard ISDN, Lucent Custom 4ESS, Lucent Custom 5ESS, Nortel DMS-100 switch types.
System Administrator’s Guide – Release 7.5 be used to connect two PBX’s back-to-back, which is not possible with the FXO configurations. To be clear, whichever mode is selected both ends must match and only E&M is symmetrical. The Allworx server supports the configuration of any of the above modes freely mixed on the T1 line for any time slot, and enables delivering data simultaneously as desired, commonly referred to as a fractional T1 line configuration.
System Administrator’s Guide – Release 7.5 Configuration Hint When using a Digital Line for circuit switched voice operation (PRI or RBS modes), it is typically preferred to set all the Digital Line parameters including the functional definition for each time slot on T1 line. Once this configuration has been set, each slot configured to support circuit switch voice calls will appear as a new outside line.
System Administrator’s Guide – Release 7.5 device to device. For this setting on Allworx devices, Network mode means it is the slave and Internal Mode means it is the clock master. Loop-back Mode Enables the interface to be put into a diagnostic mode for testing purposes. Generally speaking you always want to select Normal Operation. The use of the test modes is beyond the scope of this document.
System Administrator’s Guide – Release 7.5 looking for the first available channel for a new incoming call, you will want to configure the PBX for Descending Mode. If the service provider starts at the top and hunts toward lowernumbered slots, select Ascending Mode.
System Administrator’s Guide – Release 7.5 Source IP Address Determine the static IP address for the Allworx server end of a data connection. Typically, this is the public IP address associated with your ISP connection. If entering a value of 0.0.0.0, expect the service provider to provide the correct value dynamically during session establishment, if the service provider supports that. Consult your ISP for more information.
System Administrator’s Guide – Release 7.5 signaling is used. Multiple Frequency (MF) signaling is not supported. T1 FXO Loop-Start RBS A circuit switched Foreign Exchange Office style interface mode that digitally emulates the standard analog telephone line interface that uses Loop-Start signaling. Specifying this mode, in effect, defines a new outside line for the PBX for each slot configured in this mode. If call volume is high, this mode is less desirable than FXO Ground-Start Operation.
System Administrator’s Guide – Release 7.5 13.5 Allworx Port Expanders The Allworx PX 6/2 Expander provides expansion of the system’s analog capability by adding six (6) FXO and two (2) FXS ports to any Allworx server. The PX 6/2 Expander features plug-and-play installation for locally connected units. Remote installation is possible using an approach similar to installing remote Allworx phones. For detailed installation instructions, see the Allworx PX 6/2 Expander Installation Guide.
System Administrator’s Guide – Release 7.5 13.5.1 Port Expander Options Clicking on the port expander’s Description opens its View Configuration page. Use this page to show and modify the options for that port expander. To change the configuration, click the Modify link. Other options are identical to those on the Port Expanders page. Options Description MAC Address Hardware identifier for the port expander. It cannot be changed. IP Address Network address for the port expander.
System Administrator’s Guide – Release 7.5 Time Zone Specify the time zone that the handset uses to compute its local time. Select the use current server setting if the port expander is in the same time zone as the server. For a remote port expander, you may want to use the time zone of its actual location. Daylight Savings Time Specify if the port expander will use Daylight Savings Time (DST) to compute its local time.
System Administrator’s Guide – Release 7.5 To create the DID Lines: Configure each of the incoming lines that will use DID blocks. The following line types can use DID blocks: • T1/PRI • T1/RBS • SIP Proxy • SIP Gateway The Modify window for a T1/PRI Digital Line: Click on Routed using DID Block(s) and check the block or blocks to use for this outside line. Note: For Digital lines, do this for each channel.
System Administrator’s Guide – Release 7.5 13.7 Anonymous Call Handling Anonymous Call Handling provides the Allworx Server Administrator with a way to handle calls for which the caller has requested privacy. The Allworx Server Administrator can route such calls to a specific extension. 1. Navigate to Phone System > Outside Lines and click the modify link to configure Anonymous Call Handling. Routes private calls normally on the system or to any user or system extension, including the operator. 2.
System Administrator’s Guide – Release 7.5 14 Dialing Rules and Service Groups This section describes the procedures the Allworx system follows for placing outbound calls. 14.1 Dialing Rules As a user dials digits on a phone, the system collects the digits, one at a time. How does it know when it should wait for more digits (because the user is dialing slowly) or when it should take the digits it has and try to make a call with them? The Dialing rules are the rules the server follows.
System Administrator’s Guide – Release 7.5 14.2 Service Groups The server can use a variety of services to place outside calls such as: Digital Lines, CO lines, SIP Gateways, and SIP Proxies. Some of these services may be optimum for particular types of calls. For example, your SIP Proxy might be the least expensive way to make long distance calls but your CO lines are best for local calls. A Service Group is a collection of services that can be used to place outside calls.
System Administrator’s Guide – Release 7.5 Enable NANPA for installations in North America and disable NANPA for all other locations. When NANPA is disabled (unchecked) access the outside lines using the steps described in the Exceptions section, above. 14.3 Defining Service Groups To add a new service group: 1. Navigate to Phone System > Dial Plan. Go to the Service Groups section. 2. Click the add new Service Group link. The New Service Group page displays.
System Administrator’s Guide – Release 7.5 3. Enter a Description for the new group, and then move the desired services into the Service Group box. 4. Click Update when finished. 0. When an outbound call is initiated using the Service Group, the services in the group will be tried in top-down order until an idle service is found. The call made uses the first idle service in the list.
System Administrator’s Guide – Release 7.5 3. Enter your Home Area Code and set the Dial Method. Most local calling areas will set the Dial Method to Area Code NOT dialed (i.e. 7-digit dialing). This sets up the digits the Allworx server sends for local calls, whether or not the phone user dials the area code. Notice the “all others” area code entry. Its Dial Method is permanently set to 1 + Area Code dialed. This sets up the dialing rule for most long distance calling. 4.
System Administrator’s Guide – Release 7.5 It is possible to configure the dial plans on multiple sites accidentally so that the system routes a call back and forth among the sites. The Allworx system will automatically prevent this from occurring. If a call comes to a server from a remote site, the receiving server will not forward the call to the same or other remote sites.
System Administrator’s Guide – Release 7.5 2. Go to the Audit Pin Code Configuration section and click the modify link. Select Enabled or Disabled from the drop-down list. Enabled - the Allworx server verifies that the PIN code is the correct length and matches the password in the Allworx server. Disabled - the Allworx server only checks for the correct PIN code length 3. Click the Update button to save changes. 0. 14.
System Administrator’s Guide – Release 7.5 14.8 Toll Restrictions The server applies Toll Restrictions using two lists: Blocked Numbers and Exceptions to Blocked Numbers. By default, the system enables all numbers unless listed in the Blocked Numbers list. Numbers in the Exceptions list override the blocked numbers. If listing a number as both blocked and as an exception, the system permits calls to that number.
System Administrator’s Guide – Release 7.5 3. Locate the Call Appearances Assigned To Group section, and click the Modify link. When removing a Call Appearance from a handset, it moves automatically to the Dialing Privileges (Default) group. To move a handset to a different group, select the handset's checkbox from within the configuration page. 4. 14.8.2 Click Update to save changes. Reboot the phones for the configurations to take effect. 0.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 15 Unified Messaging The Allworx server supports unified messaging such as combining a user’s voicemail and email messages into one inbox. The important properties of unified messaging: • Voicemail and email are stored in one inbox on the server. Messages from this inbox can be forwarded to another email account or POP’d to an email client. • Using a phone, the voicemail messages can be listened to, deleted, etc.
System Administrator’s Guide – Release 7.5 15.2 Common Mistakes in Forwarding Messages A common error is assigning the Allworx server’s domain name to be that of an existing domain name. Example: MyCompany pays an Internet hosting service to provide email for all their employees at user@mycompany.com. The employees get their email by configuring their email application to POP the email off the hosting service’s email server. When installing the Allworx server, it receives a domain name of mycompany.com.
System Administrator’s Guide – Release 7.5 • Enter the IP address of the Allworx server’s LAN TCP/IP Address (from the Network / Configuration page) as the incoming POP3 server address. • Enter the same address as the outgoing SMTP server address. • Enter the Allworx login name and password for the user as the POP3 user and password. • Do not use Secure Password Authentication (SPA). • Do not use SSL to communicate with the Allworx server. • Do not use authentication for the outgoing server.
System Administrator’s Guide – Release 7.5 Access Examples Example 1 Requirements Tom (login name tom) does not expect to get email at his Allworx server address, but instead uses an external email account (tom@yahoo.com). His Allworx server voicemail should be sent to the external email account, but should also be available from his phone. Configuration Set up an Allworx server Message Alias for Tom to forward all his messages to his external email account as well as keep a copy on the Allworx server.
System Administrator’s Guide – Release 7.5 Example 3 Requirements Tom will use the Allworx server for his email. He wants to use his phone to listen to voicemail messages, but does not want them sent to his email account. Configuration Set up Tom’s Allworx server POP3 Mail Transfers configuration to transfer only email messages. Set up Tom’s PC email application to POP email off the Allworx server without leaving a copy on the server.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 16 Backing up and Restoring Data It is critical to back up the Allworx server frequently. In the event of a server failure, restore the system from the backup. Set up the Allworx Application to create the backup as frequently as needed, including daily backups. Take a few minutes to assess how much data you would be willing to lose in case you need to restore the system from a backup.
System Administrator’s Guide – Release 7.5 3. Set the IP Address and the TCP/IP Port to be the same as those of the PC running OfficeSafe. In OfficeSafe 7, obtain these values from the OfficeSafe under Tools > Options > Network. 4. Select the Backup Frequency from the drop-down list. 5. Set the Backup Mode to Full or Incremental. Full: Includes all servers in every backup.
System Administrator’s Guide – Release 7.5 2. Navigate to Maintenance > Restart page on the web administration interface. 3. Check the box for Restart Allworx Server. 4. Select Enter Safe Mode after restart. 5. Click Restart Now. 6. Type SAFEMODE into the field on the pop-up window. The Allworx server powers down and then powers back up in Safe Mode.
System Administrator’s Guide – Release 7.5 7. Locate the OfficeSafe section of the screen; enter the IP Address of OfficeSafe PC plugged into the server’s LAN port. 8. Select Restore from OfficeSafe. 9. Click Accept on the Confirm Restore Request dialog box to begin the restore.
System Administrator’s Guide – Release 7.5 17 Remote Allworx Phones and Port Expanders A remote device is a phone or port expander on a different Local Area Network (LAN) than the Allworx server. For example, the Allworx server is at the company’s main office but an employee has an office phone at home. The Allworx Server Administrator can configure the system so that calls to and from that phone work just as though the employee was at the company’s main office.
System Administrator’s Guide – Release 7.5 To enter the Boot Server IP and Plug ’n’ Play Secret Key into the phone, press the Config softkey and choose the Network Settings menu. To enter the information into an Allworx PX 6/2 Expander, enter Config Mode. See the Allworx PX 6/2 Expander Installation Guide for more information. 17.1.1 Phone or Port Expander behind a 3rd-Party Firewall Remote phones and port expanders usually work well, even if they are behind a firewall.
System Administrator’s Guide – Release 7.5 The following sections describe some common configurations and solutions to potential problems. 17.1.2 Difficulty Connecting Calls If the remote device does not register with the server or if calls to and from it cannot be connected, settings on the firewall and the phone or port expander may have to be changed to enable communications through the firewall. Perform the following steps on the handset (using soft keys) or port expander: 1.
System Administrator’s Guide – Release 7.5 2. Go to the Server Admin page. For phones, go to Phone System > Handsets. Create a Handset Preference Group for the remote phone with the adjusted RTP port range; see Handset Preference Groups on page 71. For port expanders, go to Network > Port Expanders and click on port expander Description. 3. Set the RTP port range for the phone or port expander to 16384 or 16393. 4.
System Administrator’s Guide – Release 7.5 3. Port Type Forward the required IP ports through the firewall at the remote site, per the table below. 0. Global Local Protocol IP Address BLF 2088 2088 UDP 192.168.2.7 SIP 5060 5060 UDP 192.168.2.7 SIP 5061 5061 UDP 169.168.2.8 RTP 16384 - 16393 16384 - 16393 UDP 192.168.2.7 RTP 16394 - 16403 16394 - 16403 UDP 192.168.2.8 Note: 17.1.4 Map the BLF port for one of the remote devices.
System Administrator’s Guide – Release 7.5 On the Servers > VoIP > Modify Server page of the Allworx server, there are three parameters used to configure where the server transmits zoned pages: • Paging Base IP Address – This is the multicast base IP address used by the system. Each paging zone uses the base address plus an offset. Zone 0 (the overhead zone), uses an offset of 0, zone 1 uses an offset of 1, etc. For example, if the base address were set to 239.255.10.
System Administrator’s Guide – Release 7.5 18 Adding Extensions 18.1 User and System Extensions The Phone System > Extensions page displays User and System extensions. Special purpose routing of calls to these extensions is possible. Special Purpose Routing Descriptions Presence Specific Routing When on vacation, forward the call directly to voicemail (User extensions). Multiple Destinations Ring multiple phones simultaneously.
System Administrator’s Guide – Release 7.5 2. To create System extensions: a. Click the add new Extension link (See figure above). b. Enter the desired number for the system extension. Click the show available link to view a table of available extensions. c. Enter a description for the extension. d. Proceed to Step 3e. . 3. To configure a User extension: a. Click the View Call Routes link for a user (See figure above). The View Call Route page displays. b.
System Administrator’s Guide – Release 7.5 c. Locate the Call Route Selection, and check the boxes for Apply these changes to the selected presence(s). The system applies any saved changes to all the selected presences. d. Locate the On calls from callers section and select the radio button to Modify Primary Route or Modify On Busy Route. On Busy Route: To avoid having callers hear a busy signal when calling a User extension, configure an alternative On Busy call route. e.
System Administrator’s Guide – Release 7.5 18.4 Multiple Connection Attempts If alternate phones should ring when the handset(s) in the First connection attempt are not answered, create additional connection attempts to receive the calls. Repeat the Basic Routing procedure and the Ring Several Phones at Once (if applicable), up to step 5. . 1. Click on the add another connection attempt link. This will create another connection attempt section (e.g.
System Administrator’s Guide – Release 7.5 Server Administrator can configure user extensions so that Follow-Me-Anywhere calls to their extensions require a Message Center password in order to accept the call. See Chapter 19 Follow-Me-Anywhere for more information. 1. Use the Basic Routing procedure up to step 5. , or a combination of the other procedures, select Follow Me from the drop-down menu in the connection attempt field. 2.
System Administrator’s Guide – Release 7.5 18.8 Hot Desk Routing Hot Desking permits users to log into shared phones, receive their calls on that phone, and place calls with their caller ID. Users can initiate the login using a Hot Desk PFK or by selecting the Hot Desk Login option from the phone’s Config menu. Users can add Hot Desk destinations manually or automatically to user call routes.
System Administrator’s Guide – Release 7.5 2. Click Login. An Allworx username and Message Center password are required to again access to the call routing features. 3. Select the My Presence tab. 4. Choose the appropriate presence and then select the Change Presence button. 0. To change the presence settings on an Allworx IP phone, see the phone User Guide for more information. To change the presence settings using the Reach Application, see the Reach User Guide for more information.
System Administrator’s Guide – Release 7.5 3. Make the appropriate updates. If you make a mistake, click the Start Over button to reset the fields to the original information. 4. Click the Update button to save changes. 0. To delete a speed dial number: 1. Navigate to Phone System > Speed Dial. The Speed Dial Numbers page displays. 2. Click the Delete link in the speed dial number line. The Speed Dial information page displays. 3.
System Administrator’s Guide – Release 7.5 19 Follow-Me-Anywhere Follow-Me-Anywhere Calling enables routing inbound calls to an external number within call routes. If the call is rejected or unanswered then the inbound call will continue along the defined call route. Previously, external numbers were only enabled to be at the termination of the call route (the Finally attempt), which limited the routing destination of the call if the recipient did not answer.
System Administrator’s Guide – Release 7.5 19.2 Announced (Attended) Transfer 1. Press *# to obtain a dial tone while placing the caller on hold. 2. Dial the extension to transfer the caller is to. 3. Talk to the new recipient. 4. Hang up to complete the transfer. 0. 19.3 Unannounced (Blind) Transfer 1. Press *# to obtain a dial tone while placing the caller on hold. 2. Dial the extension to transfer the caller is to. 3. Immediately hang up to complete the transfer. 0. 19.
System Administrator’s Guide – Release 7.5 20 Voicemail Notification & Escalation Message Alerts Voicemail Notification & Escalation Message Alerts send SMS text messages to cell phones and/or email addresses when a leaving voice message in a specified voicemail inbox on the Allworx System. The SMS text messages provide the following information: • Allworx username associated with the voicemail inbox. • Caller ID name and number of the caller who left the voicemail (if available).
System Administrator’s Guide – Release 7.5 20.2 Escalation Mode The Voicemail Escalation feature distributes message alerts repeatedly until meeting a set number of retries or until retrieving any voicemail message. The system organizes recipients into levels so that after a specified number of message alerts are sent to the recipient(s) at one level, the alerts to the recipient(s) at the next highest level begin.
System Administrator’s Guide – Release 7.5 21 Key System Behavior The Allworx Server Administrator can configure the Allworx server and Allworx IP phones to behave like a Key System. Example Configuration Requirements An insurance agent called Best Insurance is provisioned with 3 CO lines. The office is staffed by five employees, each having an Allworx phone. The system will behave like a Key System with a PFK on each phone mapped to each of the CO lines.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 22 Direct Inward Dialing (DID) Direct inward dialing (DID) is a service offered by a local telephone company that provides a block of phone numbers for calling into a PBX without requiring a physical line for each number. In cooperation with the PBX, map each number to a PBX extension. Each PBX user has a unique outside number used to ring the user’s phone directly, rather than directing the incoming call to an Auto Attendant.
System Administrator’s Guide – Release 7.5 2. Navigate to Phone System > Outside Lines and look at the Direct Inward Dial Blocks section to find the name of the routing plan associated with the block. 3. Locate the Routing Plan, and click the Details link in the action column. 0. The routing plan specifies a mapping for each DID phone number to an Allworx server extension. The plan also permits entry of a Dialed Number Identification Service (DNIS) name for each phone number.
System Administrator’s Guide – Release 7.5 23 Emergency Support 23.1 Emergency Dial Plan Important: By default, when servers are in the default configuration in PBX mode, users must dial the external line access digit before the emergency phone number (i.e. 9 911), in order to connect an emergency call. The Allworx Server Administrator can configure servers to permit users to dial the emergency number without having to dial the outside line access digit. To enable direct dialing of emergency numbers: 1.
System Administrator’s Guide – Release 7.5 23.2.1 Add Emergency Caller ID Numbers To add Emergency Caller ID numbers to the Allworx system: 1. Navigate to Phone System > Emergency CID. 2. Go to the Emergency Caller ID Numbers section, click the add new Caller ID Number link. 3. Enter the Caller ID number and Location in the appropriate fields. Use a descriptive name for the location of the handset(s) that will use this Caller ID. 4. Choose a Service Group from the drop-down list. 5.
System Administrator’s Guide – Release 7.5 From the phone Admin page: 1. Navigate to Phone System > Handsets. Locate the specific handset, and click the link with the IP address. This opens an Allworx System Administration window. 2. Log onto the handset Admin page. 3. Navigate to the Configuration > Preferences page and then select the Modify link. Locate the Emergency Caller ID Number, and enter a new or existing CID number in field 4. Click Update.
System Administrator’s Guide – Release 7.5 23.2.2 Emergency CID displayed on Admin page When adding a new Emergency Caller ID number via a phone’s Admin page or CONFIG menu, the system creates an Emergency CID entry in the Emergency Caller ID Numbers table on the server’s Admin page and displays in green text. Navigate to Phone System > Emergency CID to see if the Emergency CID was set on any handsets.
System Administrator’s Guide – Release 7.5 • Owner of the handset which placed the call • Station number of the handset the call originated from • Date / time of the call Status Pressing the PFK Active Alert Acknowledges the alert, silences the audible beep and removes the alert information from the display screen. Inactive Alert Retrieve information of the last alert stored on the handset. Rebooting the handset Removes stored alert details from the handset.
System Administrator’s Guide – Release 7.5 5. Click Update. The Dial Plan displays.0. ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 24 Call Supervision Accomplish the Call Supervision through a PFK configured on the supervisor’s Allworx phone. Program the PFK for Barge in, Silent Monitor or Whisper Mode. In addition, enable the agent’s phone for supervision by modifying the Call Supervision setting of the agent’s Handset Preference Group. To initiate supervision, the supervisor presses the Call Supervision PFK and enters the agent’s extension.
System Administrator’s Guide – Release 7.5 • The original call and supervised call displays as separate calls in the Live Calls and Call Assistant Active Calls tab. • Whisper mode requires that the agent have an Allworx 9202E or 9204 Phone. ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 25 Business Schedules Use Business Schedules to control playing the greetings for callers to the Auto Attendants based on the time of day, and to switch between Day and Night call routes for System Extensions. A Schedule consists of defined daily periods and their associated Day/Night Modes and Auto Attendant Greeting Names.
System Administrator’s Guide – Release 7.5 While all Schedules and Auto Attendants share the same nine greeting numbers and names, each Auto Attendant can have its own version of the greeting audio. For example, the Auto Attendants are assigned to different departments, Auto Attendant 1 is to be used for Support that opens at 8:00AM and Auto Attendant 2 is for Sales that opens at 9:00 AM.
System Administrator’s Guide – Release 7.5 Once configured for manual control, the Allworx Server Administrator can change the Modes and Greetings for the Schedule using either of the following options: • Admin Control: To change: log into the Admin page, navigate to Business > Schedules page, and locate the Schedule you want to modify. Click + to open the schedule, and click the modify link next to the “Schedule is currently set to” line at the top of the Schedule. • Define a Schedule PFK on a handset.
System Administrator’s Guide – Release 7.5 To assign a schedule to an Auto Attendant: 1. Navigate to Phone System > Auto Attendants, locate the Auto Attendant that needs modification, and click the modify link. 2. Assign the schedule that you created for the Auto Attendant. 3. Click Update to save the changes. 4.
System Administrator’s Guide – Release 7.5 5. Check the box for Use different call routes for Day and Night Modes, and click Update to save changes. The Day Mode and Night Mode configurations display. 6. Click the Modify link to define the Day and Night call routes for the extension. For instance, the Day call route will ring the user group and the Night call route will go to voicemail. 7. Click Update to save the changes. 8.
System Administrator’s Guide – Release 7.5 25.3 Creating and Modifying Schedules The system defines a default Business Schedule (Schedule 0) at installation that users cannot delete. The pre-configuration is Open Monday through Friday, 8:00 – 5:00. Greeting 0 is assigned for the Open times. The system designates all other hours as Closed during which Greeting 1 for use. To view the details of Schedule 0: 1. Navigate Business > Schedules, and click + next to Schedule. 2.
System Administrator’s Guide – Release 7.5 You can save steps by modifying one day and copying the changes to other days within the same Schedule. Click the copy link and choose the days that will use the same periods. Create new schedules by copying existing ones (e.g. copy Schedule 0 to create Schedule 1). Click the Copy button next to any Schedule’s heading and the system creates a new Schedule to modify for its intended use.
System Administrator’s Guide – Release 7.5 25.4 Call Routing Modes Assign one of two Modes (Day or Night) to each period in the Schedule. Use the mode to control the routing of calls to System Extensions (See Business Schedule Mode Routing on page 154). Assign a Schedule to any system extension, and then configure separate Day and Night call routes for the extension. Route calls to the extension based on the current Mode for the assigned Schedule.
System Administrator’s Guide – Release 7.5 26 Auto Attendants Auto Attendants answer incoming calls automatically and help direct callers to the person or department they want. Callers can listen to a list of services and decide which one best suits their need, use the dial by name option to connect to an employee directly, or listen to the company phone directory for the extension of an employee. You can set up from 1 to 9 Auto Attendants depending on customer needs.
System Administrator’s Guide – Release 7.5 Dial-By-Directory Menu (#2) Dial-By-Directory Prompt Dial-By-Director List Order disabled enabled (default) do not play play (default) list in extension order list in name order Enables the caller to listen to a list of users and their extension and then enter an extension. Note: Dial-By-Directory will automatically be disabled if there are more than 50 users assigned to the Auto Attendant Prompt: Press #2 for a listing of all users and their extensions.
System Administrator’s Guide – Release 7.5 26.2 Recording Auto Attendant Greetings and Messages In addition to the built-in prompts, Auto Attendants play either built-in or site-specific greetings. Users can record the greetings offline, and then import the greetings into the system See Importing Greetings and Messages on page 187 for more information. As an alternative, users can record greetings using their phone through the Message Center.
System Administrator’s Guide – Release 7.5 Greeting Sample Script Greeting 0 (Open) Welcome to , your best source for . Dial 1 for store hours and directions. Dial 2 for Sales. Dial 3 for Service. Dial 0 to reach the operator. Greeting 1 (Closed) Welcome to , your best source for . We are currently closed, but we will re-open at . Our hours are . If you know your party’s extension, you may dial it now.
System Administrator’s Guide – Release 7.5 2. Click Tracks > Stereo Track to Mono. ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 3. Change the Project Rate (Hz) value to 8000 4. Click File > Export > Save as type. Select the Other uncompressed files option. 5. Name your file with an .snd extension and select Options. 6. Change the settings: • Header: RAW (header-less) ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 • Encoding: U-Law • Then select the OK button. 7. Click Save. 8. Leave all fields blank, and click OK. 0. 26.5 Importing Greetings and Messages Use FTP to copy files onto the Allworx Server. This document does not discuss FTP file transfers. To import the files: 1. Navigate to the local folder where the converted greetings and messages are located within the FTP program for the input folder. 2. Navigate to ///prompts (e.g.
System Administrator’s Guide – Release 7.5 Note: If the Dual Language Support feature, click Load for the language in which the messages and greetings are recorded. See Chapter 30, Dual Language Support for more information. 26.6 Assigning the Auto Attendant to an Outside Line It is straightforward to select an Auto Attendant to associate with a particular outside line. The default Auto Attendant determines this setting when selected in the configuration of the outside line: 1.
System Administrator’s Guide – Release 7.5 27 Call Monitors Call Monitors are call routing destinations that enable one call to ring multiple phones. Multiple calls can ring a single Call Monitor. Calls are answered in first in, first out (FIFO) order. Features of Call Monitors: • Ring multiple Allworx IP phones on the system with a single call. • Stack multiple ringing calls to a single Call Monitor extension. • Up to ten available Call Monitors.
System Administrator’s Guide – Release 7.5 27.3 Call Monitor with an Allworx IP Phone Configure the Allworx IP phones for the Call Monitor. Configure the Allworx IP phone Programmable Function Keys (PFK) to display the status of and answer a Call Monitor. All phones with a PFK define for a particular Call Monitor will ring when a routing call to that Call Monitor. To configure the PFK: 1. Navigate to Phone System > Handset. 2. Click the View Configuration link for the appropriate SIP Handset. 3.
System Administrator’s Guide – Release 7.5 27.4 Configuring Calls to Route to the Call Monitor A call enters a Call Monitor when routed from a system or user extension. Therefore, configuring the server so that inbound calls enter a Call Monitor is the same as configuring it for any inbound call routing. Use the same features for the handling of any inbound call to route a call to a Call Monitor: Send the outside call to the Auto Attendant or route directly to the Call Monitor extension.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 28 Parking Orbits Use Parking Orbits to place a call on system wide hold via a specially designated extension number so that any other handset in the system can pick up the call. For example, you can park a call from your office, then walk to another location in the building and retrieve that call at the new location. Parking is also useful when used in conjunction with Overhead or Zoned Paging such that another party may retrieve a call you have just parked.
System Administrator’s Guide – Release 7.5 Timeout (seconds) – enter a time from 10 to 3600 seconds that the call is in the parking orbit before the system sends a notification of the parked call. After timeout: Transfer caller to handset that parked call, on busy select an alternative extension in the drop-down list. This option routes the call to the selected extension, if the handset that parked the call is busy.
System Administrator’s Guide – Release 7.5 28.3 Configuring Park Set Monitor PFKs Park Set Monitor PFKs monitor the status of a set of Parking Orbits. They indicate if parked calls are in any of the selected orbits. A Park Set Monitor PFK provides the following features: • Indicate if parked calls are in any of the configured set of orbits. • Display a list of all parked calls that are in the configured set of orbits by pressing the PFK. To configure a Park Set Monitor PFK: 1.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 29 Overhead Paging and Zoned Paging The Allworx products support two related forms of Paging – Overhead Paging and Zoned Paging. Overhead Paging: This audio goes out through the LINE IN/OUT jack or terminal block of the associated server. If used at a site, one typically hooks the LINE IN/OUT jack or terminal block to a paging amplifier or some sort of Public Address Announcement system.
System Administrator’s Guide – Release 7.5 29.2 Paging Zone Settings NOTE: 29.2.1 Users cannot add Reach handsets to page zones. Paging Zone Names The name assigned to each of the Paging Zones (0 - 9 and corresponding extensions 460 - 469†) can be modified to provide a meaningful descriptive name. To change the names of the zone: 1. Navigate to Phone System > Paging. 2. Go to the Paging Zone Names section, and click Modify to open the configuration page. 3.
System Administrator’s Guide – Release 7.5 30 Dual Language Support The Allworx server supports having a second language in addition to US English for audio prompts heard by users of the system. The Allworx Server Administrator can configure the system to play one language in particular circumstances and a different language in others. Callers can be permitted to switch between the two languages by pressing ‘##’. This optional feature requires the Dual Language Support feature key.
System Administrator’s Guide – Release 7.5 assign the Primary recordings to the Secondary language and vice-versa, export then import the recordings to the desired language. Calls that come into the system from Remote Allworx servers will retain the language that used by the remote system, unless overridden by application language settings on the local server. Note: All interconnected Allworx servers must run the same release of software and outfitted with the same languages. 30.
System Administrator’s Guide – Release 7.5 30.2 Language Settings 30.2.1 Outside Lines Each outside line has a default language. When receiving calls over an outside line, they are assigned the default language for that line. Thereafter, when the call reaches some applications within the server (e.g. Auto Attendant, Queue), the outside line language will be used or overridden, depending on the application’s language setting.
System Administrator’s Guide – Release 7.5 selection in a multi-site installation to work properly, all servers must be running the same software version and have the Dual Language Support feature key installed. 30.3 Call Appearances Use Call Appearances to originate calls. Therefore, each has a default language setting. For each phone’s Call Appearances, choose the language that best meets the needs of the user(s) of the phone.
System Administrator’s Guide – Release 7.5 30.5 Allow Language Change When a call reaches an application, this setting permits the caller to switch languages, if they desire. To permit callers to change language, for the desired application, check the box in the Allow Language Change box. To switch languages, callers must press the pound key twice (##). 30.
System Administrator’s Guide – Release 7.5 Recording Auto Attendant Greetings and Messages on page 183 for information on recording greetings and messages. Information on exporting and loading custom message files is available within the Web Admin pages. Navigate to Phone System > Languages > Manage Custom Recordings. 30.7 Configuration Examples 30.7.1 Example 1 A company has some clients that are English speaking and others that are Spanish speaking.
System Administrator’s Guide – Release 7.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 31 System Settings Import / Export System Administrators will be able to transfer settings from one server to another by exporting the settings from one and importing them into the other. This will ease the task of upgrading a site from one Allworx server model to another model. Not all settings transfer in this way. Import/Export is not a substitute for using Allworx OfficeSafe to backup the system. 31.
System Administrator’s Guide – Release 7.5 31.2 Import To load the exported configuration settings of one server onto another: 1. Navigate to Maintenance > Import / Export. 2. Go to the Import Configuration section, and click Browse to locate the XML configuration file. 3. Enter the full pathname of the XML file into the Load a configuration file field and then click Load to begin loading the configuration file onto the server.
System Administrator’s Guide – Release 7.5 31.3 Important Notes • The Allworx Server Administrator can modify the port numbers assigned to native CO lines and analog handsets when importing the settings. • When importing an Allworx PX 6/2 Port Expander, all configured CO lines and analog handsets from the export are included. The Allworx Server Administrator can modify the port assignments. • DID blocks and routes plans and digital lines do not appear on the Import Configuration screen.
System Administrator’s Guide – Release 7.5 • Digital line fields PPP Username, PPP Password and PPP MTU are not included in the export. • If the current system is not “clean” and has conflicts with the imported configuration settings, then conflicts will be resolved for the import settings in the following manner: • Digits will be appended to user login names and incremented, starting at 01, as needed (e.g. jAdams will become jAdams01). • Extensions change to the lowest available extension.
System Administrator’s Guide – Release 7.5 32 Music on Hold The system provides Music on Hold to callers in queues, calls held on phones, and parked calls. The Allworx Server Administrator can configure multiple sources and play different music to different callers. 32.1 Sources Music can come from a Line In source or from electronic files stored on the Allworx server. To use a Line In source, consult the installation guide for your Allworx server.
System Administrator’s Guide – Release 7.5 assigning music sources to call queues, call appearances, and Handset Preference Groups. To assign a source, click the Usage link next to the desired source. ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.5 Check or uncheck the boxes for the desired elements. Unchecking the box for an element that is using the current source will switch it to Line In. The Allworx Server Administrator can assign Music on Hold source on other pages, and can assign ACD Music on Hold on each queue’s Modify page. Each Call Appearance’s Modify page can assign the sources for Call Appearances.
System Administrator’s Guide – Release 7.5 ______________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administrator’s Guide – Release 7.
System Administrator’s Guide – Release 7.4 _______________________________________________________________________________________________________________ Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
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