Allworx 10x System Administration Guide (For Release 5.
System Administration Guide Table of Contents 1 2 3 4 5 6 7 8 9 Introduction .................................................................................................................................................1 1.1 Who Should Read This Guide ....................................................................................................................1 1.2 What this Guide Is and What It Is Not...........................................................................................
System Administration Guide 9.2.2 Example 2 ...................................................................................................................................29 9.2.3 Example 3 ...................................................................................................................................30 9.2.4 Example 4 ...................................................................................................................................30 10 Backing up and Restoring Data..
System Administration Guide 1 Introduction 1.1 Who Should Read This Guide This guide is to be read by people who will be installing and maintaining the Allworx 10x server. The technical background of the administrator is assumed to be greater than that of the system’s end users. This is not an end user document. The reader is expected to have a sufficient computer networking and basic telephony background. 1.
System Administration Guide 2 Connecting to Web Administration The administrative interface to the Allworx 10x is accessed using a web browser. Assuming the network settings are set to their factory defaults, the steps to connect to this interface are: 1. Plug your PC into one of the server’s LAN ports. 2. Set up the PC’s network interface to obtain an IP address automatically (using DHCP). 3. You may need to release and renew the PC’s IP address to get an address from the server. 4.
System Administration Guide 3 Getting Started Configuring a New Allworx 10x Login to the Allworx 10x web administration page. When the Home page appears, click on the Installation Steps link (on the left hand side) to bring up a new window containing steps necessary to set up a new system. Each brief step description is followed by a link to get to the appropriate administrative web page to execute the step. These steps are ordered to aid in a successful configuration.
System Administration Guide 4 Upgrading Server Software The software on the Allworx 10x server is upgradable. Before performing an upgrade, be aware that: • It is highly recommended that you perform an OfficeSafe backup prior to performing the upgrade (see Backing up and Restoring Data). • An upgrade will require a reboot of the server. So, the system should be idle (no phone or data users) when this is done. To upgrade the software on the server, go to the Maintenance / Update web administration page.
System Administration Guide You must continue with the Activate step to complete the software update. If you do not get this dialog, do not activate the update. Your disk could get corrupted. Reboot the server and use alternative 2 described in the next section. If this step doesn’t seem to work, check the Reports / System Events page for any error information. If the download took a long time to complete, your browser’s connection to the server web administration may time out.
System Administration Guide Using Windows Explorer, copy or drag the files from your PC (CD or hard drive) to this update window. This will cause the files to be transferred to the server. After all the files have been copied, continue with the Activate step to complete the software update. 4.2 Step 2: Activate the Update Once you have copied the software update files to the server, you are ready to tell it to update its software using those files. Just click the Activate Update button.
System Administration Guide 5 Adding Handsets 5.1 SIP Phones 5.1.1 Plug-and-Play Some SIP phones are plug-and-play, which means that they will automatically register with the server when they boot up on the network. The following phones are capable of this: • Allworx 9112 • Cisco models 7905 and 7912 running SIP software versions 1.
System Administration Guide Select the phone model and fill in the required fields. If the phone isn’t an Allworx 9112 or one of the recognized Cisco phone types, then follow these steps: 1. Change the SIP Phone Model to Generic SIP. Dismiss the pop-up warning that Generic SIP cannot plug-n-play. 2. Enter a Login ID and Password for the phone to use to authenticate with the server. Note that the Login ID must be unique; cannot use the same Login ID on multiple phones. 3.
System Administration Guide 5.2 Analog Phones Plug the phone into one of the server’s phone ports reserved for Inside Phone Extensions. It is a good idea to plug the first phone into port 16, the next one into port 15, etc., working backwards toward port 4. Lift the phone receiver so that the phone is “off hook.” Click the Scan For New link on the Phone System / Handsets page in the Analog Handsets section. Your phone will now appear in the Analog Handsets section of the page. Hang up the phone receiver.
System Administration Guide 6 SIP Proxy Note that this is an optional feature that requires a feature key. Using a SIP Proxy, the Allworx 10x can use an Internet Telephony Service Provider (ITSP) to provide support for dialing and receiving outside calls. To configure the server for your ITSP, go to the Phone System / Outside Lines page. In the SIP Proxies section, you will see a list of all the SIP Proxies you have configured. To configure a new SIP Proxy, click the New SIP Proxy link.
System Administration Guide • • • If your SIP proxy server requires SIP registration, check the box indicating this and fill in the Login ID and Password assigned by the ITSP. If the ITSP uses a registrar server that is different than the SIP proxy server, check the appropriate checkbox and enter the address of this server in the Registrar IP Address field. Digits Sent: This is the number of dialed DTMF digits to be sent to the ITSP when making a call.
System Administration Guide The specifics of what values to enter for each of the advanced settings parameters vary with different ITSP’s. Consult with your ITSP for this information. 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be trademarks or registered trademarks of their respective owners.
System Administration Guide 7 Configuring Allworx 9112 Phones 7.1 Introduction To configure Allworx 9112 phones, go to the SIP Handsets section of the Phone System / Handsets page. This shows a list of all Allworx 9112 phones known by the Allworx server. As you can see, a number of functions are available by clicking on per phone links. Per Phone Functions: • View Configuration – This allows you to view and modify the phone configuration.
System Administration Guide • • Delete – Delete the phone (so the server no longer knows about it). Ring – Ring the phone. This is useful to verify connectivity. The phones must be rebooted before any configuration changes will take affect. The phone configuration parameters are available by clicking on the View Configuration link. This page contains a number of functional sections: Programmable Function Keys, Template Options, and Phone Options. Each one will be examined in the sections below.
System Administration Guide 7.2 Programmable Function Keys (PFK’s) Look at the Programmable Function Keys section on the View Configuration page. This section is used to show and modify the configuration of the individual PFK’s on a particular handset. To modify the configuration, click the Modify link. 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc. All rights reserved.
System Administration Guide Notice the Station Mode selection. It can be set to PBX Behavior or Key System Behavior. This selection is used to change the way some of the PFK functions work. These changes will be specified below when the functions are described. To set the function for a particular PFK, click the drop down arrow and choose one of the functions. 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc.
System Administration Guide 7.2.1 PFK Function Selections Busy Lamp Field (BLF) PFK Type – Monitors and dials another phone. The other phone is specified when setting up the BLF function. When the PFK is pressed, the behavior of this function is dependent upon the Station Mode selection. • When Station Mode is set to PBX Behavior, the extension of the owner of the designated phone is dialed. • When Station Mode is set to Key System Behavior, an intercom connection is made to the designated phone.
System Administration Guide • Redial – Redials the last dialed number. Only call appearance (not line appearance) dialed calls can be redialed. Line Appearance PFK Type – Monitor the status of an outside line, answer an incoming call on that line, and select the line for outbound calls. The line is specified when setting up this function for this PFK.
System Administration Guide This section is used to show and modify the phone options for a particular handset. To modify the configuration, click the Modify link. Many of these options are easily understood from the web page. However, some of the more complicated ones will be described next. 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc. All rights reserved.
System Administration Guide 7.3.1 Description of Options Codec Preference Order – Sets the preferred codec order in the phone. The codec is the method of encoding/decoding the audio sent to and received by the phone. The two possible codec’s are G.711 and G.729A. G.711 preserves voice quality, but takes more bandwidth. G.729A takes less bandwidth, but reduces voice quality. Note that this only sets the preferred codec order.
System Administration Guide 7.4.1 Default Templates The current default template for each phone type is listed as * active * in the list of Handset Configuration Templates. To make another template the default, click its Activate link. The current active templates are used for configuring phones during plug-n-play. 7.4.2 Viewing a Template’s Configuration To view a template’s phone configuration, click on the template Description in the list of Handset Configuration Templates. 7.4.
System Administration Guide When you click the Save button, a pop-up window prompts you to enter the description for the new configuration. After clicking OK in the pop-up window, the template is saved and will now appear in the list of Handset Configuration Templates. 7.4.4 Applying a Template to a Phone’s Configuration To apply a template to a phone’s configuration, follow these steps: 1. Click View Configuration on the phone to be changed. 2.
System Administration Guide 8 Dialing Rules and Service Groups 8.1 Background Information 8.1.1 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 server’s rules for this are called Dialing Rules.
System Administration Guide 8.2 Configuring Service Groups Dialing rules, home area code, and service groups are all configured using the Phone System / Dialing Rules page. The first step in configuring this area is to set up the desired service groups. If one of the pre-configured service groups satisfies your requirements, you have nothing more to do. If not, click New Service Group to create your own. 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administration Guide Enter a Description for this service group. Then, move the services required for this group into the new service group. 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 will be made using the first idle service in the list. So, the last step in setting up a service group is to ensure that the order of the services reflects your preferred priority of use.
System Administration Guide Configuration Steps 1. 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 dialing rule for local calls. 2. 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. 3. Set up any additional area codes where you must dial the area code, but not a 1 prefix. 4.
System Administration Guide Choose the desired Service Group to use for all 8 + PIN calls. 8.4 Interaction Between Service Groups and Handset Outside Line Restrictions As stated above, service groups are used to direct the placement of outbound calls to particular services and the service chosen for a particular call is the first idle service in the group. There is one exception to this. A handset can be configured to restrict its use of any CO Line, SIP Gateway, or SIP Proxy when placing an outside call.
System Administration Guide 9 Unified Messaging The Allworx 10x supports unified messaging such that a user’s voicemail and email messages are combined into one “inbox” in the system. Because voicemail and email are stored together and because voicemail can be accessed both as voicemail on the phone and as email on a PC, unified messaging may behave in unexpected ways.
System Administration Guide Each user’s PC email application needs to be configured so it can talk to the Allworx server to send and receive messages. The precise details depend on the application, but here is the required server information: • Enter the IP address of the Allworx 10x server’s LAN TCP/IP Address (from the Network / Addresses page) as the incoming POP3 server address. • Enter the same address as the outgoing SMTP server address.
System Administration Guide Commentary: Tom will get all his email and voicemail messages using his external email account. Since the system will delete the messages off the server as soon as they are forwarded, he doesn’t need to periodically delete anything left there. 9.2.3 Example 3 Requirements: Tom will use the Allworx 10x for his email. He wants to use his phone to listen to voicemail messages, but doesn’t want those messages sent to his email account.
System Administration Guide 10 Backing up and Restoring Data It’s a good idea to back up your Allworx 10x server data. In the event of a server failure, you can restore your data from the backup. You can set up the Allworx OfficeSafe Application to create the backup as frequently as you need. 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. OfficeSafe is optimized for restoring the entire Allworx server disk.
System Administration Guide NOTE: You must select a Backup Frequency even if the frequency you want is already selected (If this is the case, select it again). 7. Click Apply New Settings to save your changes. 8. Click Backup Now or click Start Backup Services for the backup to begin at the time you selected. Do not close the OfficeSafe window. The OfficeSafe application must be running on the PC whenever a backup is performed. You may, however, minimize the window. 9.
System Administration Guide 5. The Allworx server will power down and then power back up in Safe Mode. 6. Select Restore from an OfficeSafe backup. 7. Enter the IP Address of the computer where OfficeSafe is running (and where the backup data is located). 8. Click Go. If necessary, confirm the information. 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc. All rights reserved.
System Administration Guide 9. Watch the Status pane on the right-hand side of the Safe Mode page. Depending on the size of the backup data (and the performance of your network and OfficeSafe PC), it may take several minutes or longer for the backup to be restored. You will see a Restore was successful message in the Status pane when complete. Restore Status information 10. Select Reboot the Allworx 10x in Normal Mode.
System Administration Guide 11 Remote IP Phone A remote IP phone is one where the phone’s local area network (LAN) is not the same as the Allworx server’s LAN. An example of this scenario is where the Allworx server is set up at the company’s main office, but an employee wants to be able to have an office phone at home such that calls to/from that phone work just as though the employee was at the company’s main office. 11.
System Administration Guide The Plug ‘n’ Play Secret Key is what should be entered into the phone. After entering these two parameters into the phone, save the settings (the phone will automatically prompt you to do that when you exit out of the configuration menu) and then reboot the phone. At this point the remote phone generally operates the same as any other phone on the server’s LAN. TIP: If this doesn’t seem to work, restore the phone’s factory defaults and re-apply the required settings. 11.2.
System Administration Guide Paging Base IP Addr – 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 was set to 239.255.10.0, then zone 2 would use multicast IP address 239.255.10.2. Paging Port – This is the UDP port number that the packets are sent to.
System Administration Guide the large default range to something you are willing to type into your firewall configuration. A suitable number would be 10 ports. Modify the Phone Options to change the RTP Media Port Range parameter to reduce the maximum range. The second step is to modify the NAT firewall configuration.
System Administration Guide 12 Call Routing 12.1 Call Routing Concepts 12.1.1 Introduction When we think of calling an extension, we think of the system causing a particular phone to ring. Thus, if I tell you that my office extension is 106, you expect my office phone to ring when you dial it. Yet, we can imagine some circumstances under which my phone will not ring when you dial 106.
System Administration Guide What should the system do with the call if a particular connection attempt in a primary route is busy (the phone is busy)? Normally, the system will consider the attempt failed and go on to the next connection attempt (or the finally clause). This is the same action taken as if the phones weren’t answered. What if I want to take a different action if the phones are busy? This can be specified via an optional “on-busy route”.
System Administration Guide 12.2 View and Change a Call Route The first step to changing a call route is to select the extension whose call routes you wish to change. Go to the Phone System / Extensions page. Click on the View Call Routes link of the extension you want to change. 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
System Administration Guide Notice that each presence has its own set of call routes. If there is only one call route defined for a presence, it applies to all incoming calls. If more than one is defined, all but one has a CallerID pattern to match incoming calls against. The system must always have a call route that is independent of the incoming call’s CallerID. It creates a default call route for this when the extension is created.
System Administration Guide Most of the configuration options on this page should be comprehensible after reading the Call Routing Concepts section above. Some additional explanation follows. Notice the current presence setting displayed near the top of the page. Next to it is a checkbox to apply changes made here to all presences. If this call route has no CallerID pattern specified (it is the “all calls” call route), then this call route is copied to the “all calls” call route in all the other presences.
System Administration Guide 12.3.2 Changing Presence Via Any Phone A user’s presence can be changed using any phone connected to an Allworx 10x by accessing the user’s message center inbox. See the “Phone and Voice Mail Guide” for more information. 12.3.
System Administration Guide The Call Route section determines how a call coming into the system on this CO line is directed. The options shown are mostly self-explanatory. Below is some additional information. The Allworx 10x supports multiple auto attendants. When a call is routed to an auto attendant, it goes to the designated default auto attendant for this outside line.
System Administration Guide • o The number of rings is 4 o The ring type is Single (int), Double (ext) Finally clause set to transfer the call to Susan’s voicemail 12.5.2 Example 2: Ring 1st Phone, Then ring 2nd Phone, Then Voicemail Requirements: Irregardless of Susan’s presence, when a call is made to her extension, her phone should ring. If she doesn’t answer in 4 rings, then her administrative assistant’s phone should ring with a distinctive ring so he knows it is a call for Susan.
System Administration Guide 13 Call Queues Note that this is an optional feature that requires a feature key. Call queues are useful when incoming calls may not be able to be immediately answered “live”, but will be able to be answered after some delay. The incoming calls go into a “hold” queue and agents (people responsible for answering calls from a queue) can answer each call in first-in-first-out (FIFO) order. The Allworx 9112 phone provides rich support for working with call queues.
System Administration Guide The system supports 10 queues. To configure a queue, click the Modify link. Then click the change link on the queue you want to configure. This brings up a browser pop-up like this: 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
System Administration Guide Change Description to something meaningful to you as the system administrator (example: “Customer Support”). The number in the Replay Status Message parameter is the interval, in seconds, between replays of the queue status message to waiting callers. The Maximum Wait parameter is the maximum time, in minutes, that a call will wait in the queue (unanswered) before moving to one of the final dispositions shown.
System Administration Guide 13.2 Servicing a Queue with an Allworx 9112 Phone 13.2.1 Configuring the Phone An Allworx 9112 phone can be configured such that one of its programmable function keys (PFK) can monitor the status of a queue and allow the user to answer a waiting call. This type of PFK is called a “queue appearance”. To configure the PFK, go to the Phone System / Handsets page and click on the View Configuration link for the phone you want to configure.
System Administration Guide Select a PFK to designate for this queue, click the drop down arrow, and select Queue Appearance for this PFK’s function. Then click the define link that appears. This will bring up a browser pop-up like this: 635 Crosskeys Office Park • Fairport, NY 14450 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2005 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
System Administration Guide On this page, the first selection is to choose the particular Call Queue to be designated for this PFK. Next is a checkbox to specify that the phone should automatically Login to the agent group responsible for servicing the queue. The Ring Type might be set to a unique type for this phone so that the agent can easily distinguish calls in the queue from other calls to his phone. As you can see, the page contains a description of most of the parameters.
System Administration Guide Commentary: Agent 3’s phone will ring when any call has been in the queue for 3 minutes (or 5 or more callers are in the queue). This might happen because Agents 1 and 2 are: • Already talking to other callers in the queue. • Away from their desk. • Have finished with their previous call, but are in their 2 minute rest interval. • Are ignoring their ringing Customer Support queue appearance because they are on another phone call, talking with someone in their office, etc. 13.2.
System Administration Guide 13.4.1 Example 1: Call Routing To Auto Attendant and Then Call Queue Requirements: The inbound call will come in to the auto attendant. The custom auto attendant greeting will include, “For customer support, press 2.” When the caller presses 2, they will hear the customer support queue greeting and be placed in the queue. Configuration: 1. The inbound call will come in on an outside line. The outside line’s call route is set to route calls to the auto attendant. 2.
