Allworx System Administration Guide
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System Administration Guide Table of Contents 1 Introduction .............................................................................................................................................1 1.1 Who Should Read This Guide...............................................................................................................1 1.2 What this Guide Is and What It Is Not ...................................................................................................1 1.
System Administration Guide 9.4.5 Line Appearance PFK Type ........................................................................................................31 9.4.6 Not Used PFK Type ....................................................................................................................31 9.4.7 Parking Orbit PFK Type ..............................................................................................................31 9.4.8 Queue Appearance PFK Type .............................
System Administration Guide 13.2 How to Restore Data...........................................................................................................................54 13.3 Server to Server Backup and Restore ................................................................................................57 13.4 Exporting and Importing Backup Files ................................................................................................57 13.4.1 Export Backup Files ..........................
System Administration Guide 19 Auto Attendant ......................................................................................................................................81 19.1 Configuring the Auto Attendant ...........................................................................................................81 19.2 How to Assign the Auto Attendant to an Outside Line ........................................................................83 19.3 How to Record the Auto Attendant Greetings ...
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® 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 Software Features Call Assistant PC Application Support 3-Way Conferencing hosted by Analog Phone N-Way Conference Center Door Relay Activation and Paging Amplifier Control Visual Paging Zones FXO/FXS Support for G.
System Administration Guide 2 Accessing Web Administration The administrative interface to the Allworx server is accessed using a web browser via the LAN interface of the product at TCP port 8080. Assuming the network settings are set to their factory defaults, the steps to connect to this interface are: 1. Plug your PC into the server’s LAN port. On the Allworx 10x, which has four switched LAN ports, any port can be used. 2.
System Administration Guide 3 Configuring a New Allworx Server Log into the Allworx server web administration page. When the Home page appears, click on the Install Checklist 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 server is upgradeable. Before performing an upgrade, be aware that: It is highly recommended that you perform an OfficeSafe backup prior to performing the upgrade (see Backup 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, or a disconnection and/or disruption of data may occur.
System Administration Guide performance of your Internet connection, this will take awhile (as of this writing, the download is about 32M bytes). After the download is complete, the web browser will pop up a window like this: You must continue with the Activate step to complete the software update. If you do not get this dialog, do not activate the update. You should reboot the server and use alternative 2 described in the next section.
System Administration Guide 4.2 Step 2: Activate the Update Once you have copied the software update files to the server, you are ready to update the server’s software. Click the Activate Update button. This will cause the server to internally validate and install the files and then reboot. The web administration will guide you as you wait for the update to be performed. 300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2007 InSciTek Microsystems, Inc.
System Administration Guide 5 Network Configuration The Allworx server provides powerful and flexible network infrastructure capability. Much of this flexibility is configured by setting the Network Mode parameter on the Network / Configuration page. This page shows different parameter sets depending on the Network Mode setting. If the Network Mode is set to the factory default value of NAT/Firewall with DMZ, the page will be similar to the one shown below.
System Administration Guide 5.1 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 Administration Guide 5.2 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 Side Server Network Services WAN Leave WAN port disconnected IP Based Network Router LAN Side Server Network Services LAN This mode is designed to be used when the Allworx server is deployed as a peer (instead of as a router or firewall) on the local area network.
System Administration Guide 5.3 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 This mode’s default setting permits only outbound connections from the LAN to the WAN; all WAN initiated connections are denied.
System Administration Guide For example, a web server at port 80 is on a PC at 192.168.101.9. This is on the LAN. To permit access to this web server from the WAN at port 5000, create a new entry in the above table where the WAN Port # is 5000, the Protocol is TCP, the IP Address is 192.168.101.9, and the Local Port # is 80. Due to security requirements, the Allworx server’s LAN IP address is not permitted as an IP Address in the table above.
System Administration Guide 5.4 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.) are not available by hosts on the WAN.
System Administration Guide Note: The checkboxes are for specific Allworx services. They are convenience shortcuts to filling in the form above them. 5.5 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.
System Administration Guide email from the Internet for local users. DNS is required so the email server can resolve outbound mail addresses. SNTP is required to get accurate time from an Internet time server (configured on the Maintenance / Time page). 5.7 Example 2: Secure Firewall with 3rd Party Email Server Requirements: The requirements are identical to Example 1 except that instead of using the Allworx server as the email server, another host (at 192.168.101.
System Administration Guide 6 Adding Handsets 6.1 SIP Phones 6.1.1 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 IP phones including the 9102 and 9112. Cisco models 7905 and 7912 running SIP software versions 1.01 or greater.
System Administration Guide 6.1.2 Manual Add The Allworx server supports the manual adding of SIP phones to the system. This may be done when the SIP phone to be added is not a plug-and-play phone or you want to configure the phone without actually plugging it into the network (For example, to pre-configure the server before an installation at the customer site). To manually add a SIP phone: Click on the New SIP Handset link in the SIP Handsets section of the Phone System / Handsets page.
System Administration Guide Select the phone model and fill in the required fields. 6.1.2.1 Plug-and-Play Phones If the phone is one of the supported plug-and-play types, then follow these steps: 1. Change the Model to the appropriate selection for the phone that is to be configured. 2. Enter a Login ID and Password for the phone to use to authenticate with the server. Note: The Login ID must be unique; cannot use the same Login ID on multiple phones. 3. Enter the correct MAC Address for the phone.
System Administration Guide 1. Change the Model to Generic SIP. 2. Enter a Login ID and Password for the phone to use to authenticate with the server. Note: The Login ID must be unique; cannot use the same Login ID on multiple phones. 3. Click the Add button to add the new handset to server. 4. Configure the phone (following its particular configuration instructions) with the User ID (shown on the updated Phone System / Handsets page), Login ID, and Password.
System Administration Guide 7 SIP Proxies and SIP Gateways Note: This is an optional feature that requires a feature key. The necessary key is referred to as the Internet Call Access Feature Key. 7.1 Introduction The Allworx server products support connectivity to external SIP compliant devices such as SIP proxy servers and SIP gateways.
System Administration Guide new gateway. Once either a SIP Proxy or a SIP Gateway is defined on the Outside Lines page, you can use their respective Modify link to make adjustments to their configurations. One particular thing to note about the Modify page is that it actually presents the opportunity to make adjustments to parameter choices that are not presented on the creation page.
System Administration Guide Proxy is an Enterprise Server – This is an advanced feature that allows interfacing to external SIP proxy services that actually have dial plan knowledge of your local site, but in most cases this feature is not used. See the Enterprise Dialing Feature section later in this chapter for more information. Default Auto Attendant – Select the auto-attendant that should be used when inbound calls from this Proxy are routed to an Auto Attendant.
System Administration Guide 7.2.2 Details about SIP Gateways Many parameters associated with SIP Gateways are the same as their counterpart under SIP proxies. In particular, all the Advanced Settings are identical. See the SIP Proxy section above for more information about the common fields. Parameter information specific to SIP Gateways is detailed here.
System Administration Guide list of Enterprise extensions and their mappings to extensions at each site. For example, an enterprise with 4digit dialing might have the following information in its databases. Site Account Name Account Password Current address Site Description allworx1 ****** 66.64.219.38:5060 New York City office allworx2 ********* 64.129.42.33:5060 Atlanta office allworx3 ***** 129.116.21.
System Administration Guide 4. Click Update button to save settings. Note: The steps for configuring and maintaining the SIP centralized server are well beyond the scope of this document. If you wish to deploy such an arrangement across sites, it will require detailed knowledge about use and administration of SIP proxy servers. Contact Allworx customer support for an application note with additional helpful administration.
System Administration Guide 8 Remote Allworx Server Multi-Site Calling Note: This is an optional feature that requires a feature key. The necessary key is referred to as the Internet Call Access Feature Key and is the same key that enables SIP Proxy and SIP Gateway functionality described in the previous chapter. 8.1 Introduction The Allworx server products support VoIP calling between servers connected in a peer-to-peer manner. These peer Allworx servers are typically located at different sites.
System Administration Guide Login ID – The assigned login name used to register with the remote site. For security purposes this should be kept relatively secret. The peer site must also specify this same login name for the two Allworx servers to successfully identify each other. Password – The assigned password used to register with the remote site. For security purposes this should be kept secret and not easily guessed.
System Administration Guide 9 Configuring Allworx IP Phones 9.1 Introduction To configure Allworx IP phones, go to the SIP Handsets section of the Phone System / Handsets page. This shows a list of all Allworx IP phones known by the Allworx server. As you can see, a number of functions are available by clicking handset specific links. Phone Functions: View Configuration – This allows you to view and modify the phone configuration. This is detailed in another section of this document.
System Administration Guide instances of the same Call Appearance to a station allows the station to take multiple calls to the same logical address. Example: Administrative Assistant The office administrative assistant, Susan Bell, wants to be able to optionally answer the phones of two executives: Tom Brown and Joe Andrews. Here are the steps to accomplish this: 1. The assistant will already have one Call Appearance on her phone for her own calls. New Call Appearances will be added for each executive.
System Administration Guide Queue Appearance Speed Dial Parking 9.4.1 Busy Lamp Field (BLF) PFK Type A Busy Lamp Field PFK is used to monitor and dial 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.
System Administration Guide 9.4.4 Function PFK Type The PFK can be set to perform one of a specified set of functions: Centrex Flash – Sends a flash signal out the analog CO line. This is ignored if not connected to an analog CO line. Headset – Turns the headset (if one is plugged in) on and off. If a headset is plugged in and the handset is off-hook, then this button toggles the audio between the headset and the handset.
System Administration Guide 9.4.9 Speed Dial PFK Type The PFK automatically dials an extension. The extension is specified when setting up the Speed Dial function for this PFK. 9.4.10 Parking PFK Type This feature is new to 6.5 software, and allows PFKs to be programmed to perform the park operation with a press of the button. Calls can still be parked by performing a transfer to extensions 700 or 740.
System Administration Guide It affects how the Hold button on a handset works. When in Key System mode, the Hold button performs a system wide call park operation that allows the call to be picked up by any handset. When in PBX mode or the active call is on a Call Appearance PFK, the Hold button performs a station based hold operation that is exclusive to the handset. Call History Size – Specifies the number of calls the station will keep in call history.
System Administration Guide Off Hook Digits Dialed – Enables the phone to automatically dial some digits whenever the phone is taken off hook. An example of this is a service phone placed at a locked door or loading dock where all dialing is disabled and you want the phone to automatically dial a predefined number when it is taken off hook. Another example might be to have the phone automatically dial ‘9’ (or ‘8’ + PIN Code) to get an outside line.
System Administration Guide Enable Auto Retrieve Calls – When the phone is on the hook and a call is on hold, then when the phone is taken off hook, the call on hold is automatically retrieved. When this is not enabled, the phone gets an open line (if available) when taken off hook. Enable Call Timer Display – When disabled prevents the phone from displaying any call duration timers. Enable Caller ID Display – When disabled prevents the phone from displaying any caller ID information during calls.
System Administration Guide 9.7.1 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. 9.7.2 Viewing a Template’s Configuration To view a template’s phone configuration, click on the template Description in the list of Handset Configuration Templates. 9.7.
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. 9.7.4 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 10 Digital Lines The digital lines feature set is specific to Allworx products that have built in T1 interfaces such as the Allworx 24x. This feature is not available on other Allworx server products. 10.1 Introduction Allworx refers generically to the integrated T1 interfaces as Digital Lines. For example, on the Allworx 24x product there are two T1 Digital Line interfaces. These interfaces are accessed through the connectors labeled T1-A and T1-B respectively.
System Administration Guide outbound call. Because not all network equipment can produce this state, calls cannot rely upon it and the state is ignored. Neither of the FXO modes support Direct Inward Dialing (DID). However, the E&M modes do support DID, and are required if DID operation desired. The other advantage of the E&M modes is that both of them are symmetrical protocols and can be used to connect two PBX’s back-to-back, which is not possible with the FXO configurations.
System Administration Guide When using a Digital Line for circuit switched voice operation (PRI or RBS modes), it is typically desired 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. That is, each separate slot configured for circuit switched voice calls is logically treated as a separate telephone line.
System Administration Guide Local Unframed – An internal analog loop back is performed on the local interface so that transmit data is immediately looped back to the receive path. This mode is useful for verifying that the physical interface is operating correctly on the Allworx unit. Although not strictly required, it is recommended that B8ZS, ESF, and Clock Source Internal be used for such tests.
System Administration Guide PPP HDLC Fill – This value is the fill value to use on the data line across all slots when the data connection is idle between HDLC frames. Typically the default value of all 1’s will suffice, but a flag fill may be desired in AMI line mode. Source IP Address – This parameter is used to 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 a value of 0.0.0.
System Administration Guide interface that is operating as the FXS side of the Ground-Start interface. This mode is NOT symmetrical. 56K Data Channel – Specifies that 56Kbits/sec of bandwidth is provided by this slot for the Digital Line’s logical data connection. This mode is typically only used if 64K clear channel service is not available. This is the only mode that should be used for data connections when AMI Line Code mode is selected.
System Administration Guide 11 Dialing Rules and Service Groups 11.1 Background Information This section describes the procedures the Allworx system follows for placing outbound calls. 11.1.1 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 rules the server follows are called Dialing Rules.
System Administration Guide 11.1.4 Exceptions Dialing Rules and Service Groups are only used for Call Appearance calls, not for Line Appearance calls. This is because Line Appearance calls access the outside line directly. Only the North American Numbering Plan (NANP) is supported by the server dialing rules. If your Allworx server is located in an area that does not support NANP, then you can gain direct access to an outside line by using a Line Appearance PFK or dialing ‘9#’. 11.
11.3 System Administration Guide Defining Service Groups Enter a Description for this service group. Then, move the individual services required for this group into the new Service Group box. 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.
11.4 System Administration Guide Configuring Home Area Code And All Other Area Codes 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.
System Administration Guide 3. If the found service is restricted for the handset, then the next idle service is found and the handset check is made again. 4. This continues until a non-restricted idle service is found to place the call. 5. If a non-restricted idle service is not found, then the caller hears a fast busy signal indicating that no available outside lines were found. 300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administration Guide 12 Unified Messaging The Allworx server 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 as voicemail on the phone or as email on a PC, unified messaging may behave in unexpected ways. Here are some of the important properties of the unified messaging feature: Voicemail and email are stored in one inbox on the server.
System Administration Guide Email and voicemail messages. Email messages only. No messages. Only the first option will transfer voicemail messages to the PC’s email application’s inbox. Each user’s PC email application needs to be configured so it can talk to the Allworx server to send and receive messages.
System Administration Guide Tom is a remote user of the system and does not have a phone. His extension is configured to send all calls directly to his voicemail. He does not want to call in to get his voicemail, but instead wants all email and voicemail messages to be sent directly to his external email account (tom@yahoo.com). Configuration: Set up an Allworx server Message Alias for Tom to forward all his messages to his external email account.
System Administration Guide 13 Backing up and Restoring Data It is a good idea to back up your Allworx 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 13.1.2 Configuring Backups on the Allworx Server Backups are initiated from the Allworx Server and require a destination PC running the OfficeSafe application. A backup can be initiated either periodically or immediately. The periodic backup cycles include: none, daily, semi-weekly, weekly and month. 1. Access Maintenance / Backup / Modify and the above page should appear. 2. Set the Backup Start Time to have the backup performed automatically at the appointed time of the day.
System Administration Guide Tips about backups: Once backup settings have been configured, you can use the Backup Now button to initiate an extra backup out of the normal periodic backup period. A dialog prompt is be displayed by the server when OfficeSafe Backup process has started. Do not exit the OfficeSafe application. The OfficeSafe application must be running on the PC whenever a backup is performed. You can use the minimize option in the application to hide it in the system tray.
System Administration Guide 2. On the Allworx server side, you need to restart the server system into Safe Mode. This can be done via the web administration page of the server or by forcing the system into Safe Mode via the front panel of the unit. The method used to force entry into Safe Mode via the front panel varies by product model. Consult the installation or troubleshooting guides for your specific product model for more details.
System Administration Guide 4. In the OfficeSafe section of the screen, enter the IP Address of OfficeSafe PC that is plugged into the server’s LAN port. 5. Select the Restore from OfficeSafe button. Note: The PC that will provide the restore image must be running OfficeSafe. 6. Select Accept on the Confirm Restore Request dialog box to begin the restore. 7.
System Administration Guide 9. When the Allworx server has restarted, reconnect your LAN devices and log in to the server. 10. Verify that the data has been restored successfully. 13.3 Server to Server Backup and Restore Backup and restore can be performed from one server to another. This allows a standard backup image to be loaded onto multiple servers or replicate an existing server.
System Administration Guide The full path of the export destination will be \; in the above example the destination will be F:\AllWorxServerExport\Allworx_2005-11-23. The combination of export name and folder location must be unique for each export operation. 13.4.2 Import Backup Files Import transfers a previously exported backup into this OfficeSafe installation so that it can be used to restore a local Allworx server. 1. Select Import Backup under Backup. 2.
System Administration Guide 14 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 so that calls to/from that phone work just as though the employee was at the company’s main office. 14.
System Administration Guide As instructed on the page, enter the firewall’s public IP address in the Public IP Address field. Furthermore, the firewall must be configured to statically map specific ports through the firewall to the Allworx server. This is described in the NOTE box on the web page specific to your server’s configuration. 14.3 Remote Allworx IP Phone 14.3.1 Configuration Configuration of the remote phone requires setting two configuration parameters in the phone itself.
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 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. 14.3.
System Administration Guide By Default, the checkbox is selected and all audio traffic goes through the Allworx server. This typically requires no special configuration on the remote phone’s firewall to operate in this manner. When the checkbox is not selected, audio traffic does NOT travel through the Allworx server when going between remote sites, but instead goes directly between sites thereby reducing latency and saving bandwidth.
System Administration Guide 14.3.3 Limitations While connecting the Allworx IP phone to a network behind a NAT firewall generally works well, there are a few limitations. Paging Functions May Not Work While regular calling and intercom calling works fine, paging functions usually do not. More specifically, sending pages from the remote phone always works, but neither zoned nor overhead pages will typically be heard at the remote phone. Solution: Paging is implemented using IP multicasting.
System Administration Guide ο Edit Gateway IP – Gateway IP address that corresponds to the static IP address of the remote site. 5. Port forward through the Firewall at the remote site. Items that need to be port forwarded each time a new phone is added to the remote site are listed below: ο The phone’s Static IP address. ο SIP port. ο RTP port range. ο BLF port 2088 (Only needs to be forwarded once). Global Local Protocol IP Address 2088 2088 UDP 192.168.2.7 5060 5060 UDP 192.168.2.
System Administration Guide 4. Modify the Phone Options to change the RTP Media Port Range parameter to reduce the maximum range. 5. The next step is to modify the NAT firewall configuration of the 3rd party firewall. You want a one-to-one map of each of the RTP ports through the firewall such that packets arriving at those ports on the firewall’s WAN interface are routed to the phone that is inside the NAT firewall.
System Administration Guide 15 Call Routing 15.1 Call Routing Concepts 15.1.1 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 15.1.4 Primary Route, On-Busy Route, and Call Route We have seen how the system seeks to find someone to answer a call. It does this by following the directions specified in a series of connection attempts and a finally clause. The Allworx server refers to this as a primary route.
System Administration Guide The finally clause is executed when all connection attempts have failed to find someone to answer the call. It directs the call to voicemail, the Auto Attendant, dial a new number, etc. System Extension Each system extension has one or more call routes associated with it. There is no presence setting to choose a set of call routes. In all other ways, it behaves exactly like a user extension. 15.
System Administration Guide Click on the View Call Routes link of the extension you want to change. Note: 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 Caller-ID pattern to match incoming calls against. The system must always have a call route that is independent of the incoming call’s Caller-ID. 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 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 Caller-ID 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.
15.3 System Administration Guide Changing a User’s Presence Setting 15.3.1 Changing Presence via an Allworx IP Phone A user’s presence can be changed via an Allworx IP phone. When the Mute/DND button is held down for greater than 1 second, a presence menu will appear. See the Allworx Phone Guide for more information. 15.3.2 Changing Presence via Any Phone A user’s presence can be changed using any phone connected to an Allworx server by accessing the user’s message center inbox.
System Administration Guide 15.4 Outside Line Call Routing Outside lines (of any type: CO Line, DID Line, SIP Proxy, SIP Gateway, or a Digital Line) have a call route associated with them. Go to Phone System / Outside Lines and click the Modify link on one of the CO lines. 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 server supports multiple Auto Attendants.
15.5 System Administration Guide Example Call Route Configurations 15.5.1 Example 1: Ring 1 Phone, Then Voicemail Requirements When Susan is in her office and a call is made to her extension, her phone should ring distinctively for inside vs. outside calls (an inside call makes a single ring and an outside call makes a double ring). If she doesn’t answer in 4 rings, the call should be directed to her voicemail.
System Administration Guide First connection attempt where 2 phones are specified: ο The 1st phone is Tom’s office phone, 4 rings, ring type is Ring Type 4. ο The 2nd phone is Joe’s office phone, 4 rings, ring type is Ring Type 4. Second connection attempt where: ο The phone is Susan’s office phone, 4 rings, ring type is Ring Type 4. Finally clause set to transfer the call to Tom’s voicemail. 300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.
System Administration Guide 16 Key System Behavior The Allworx server and Allworx IP phones can be configured to behave like a Key System. 16.1 Example Configuration Requirements An insurance agent called Best Insurance is provisioned with 3 CO lines. The office is staffed by 5 employees, each having an Allworx 9112. The system will behave like a Key System with a PFK on each phone mapped to each of the CO lines. Using the PFK, each user will be able to monitor and directly answer each of the CO lines.
System Administration Guide 17 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, each number is mapped to a PBX extension. Each PBX user has a unique outside number that can be used to ring the user’s phone directly, rather than directing the incoming call to an Auto Attendant.
System Administration Guide Find the Plan parameter value in the Direct Inward Dial Routing Plans section on the Phone System / Outside Lines page. To configure the routing plan, click on the Details link. The routing plan specifies a mapping for each DID phone number to an Allworx server extension. The Default Extension will be used as the mapping for any phone numbers not explicitly specified in the Phone Number to Extension Mapping list. 17.
System Administration Guide Click on New DID Line for each port where a DID trunk line is plugged in. The Number of digits sent by CO to identify DID number must be as specified by the telephone company. Select the DID Block created earlier. 300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
System Administration Guide 18 Web, FTP, and CIFS Windows file sharing (CIFS) is only available on Allworx 10x server. 18.1 Web Sites The Allworx server supports a variety of web sites: administrative and user, internal (LAN), external (WAN), auto-generated, customized content, system information, and user information. These will be described below. The custom content must be HTML only. Server side scripting languages (ASP, server side Java, Cold Fusion, CGI) are not supported.
System Administration Guide To add, delete, and modify the files for the web site, use ftp://LANSideServerName/public/website 18.1.4 Internal Custom User Web Site The Allworx server hosts internal (LAN) per-user web sites composed of custom HTML content. To view the web sites, go to http://LANSideServerName/export/users/LoginName/website/ To add, delete, or modify files for the web site, use ftp://LANSideServerName/users/LoginName/website 18.1.
System Administration Guide 19 Auto Attendant With older phone systems, every office needed someone who answered the phone, routed calls, and took messages. This person usually performed other tasks too and answering the phone created disruptions, which prevented the tasks from being accomplished. Now, with Allworx, the phone is answered automatically by the Auto Attendant, which frees up the operator for other duties.
System Administration Guide Prompts are messages from the Auto Attendant that gives the caller instructions and Features are tasks that the Auto Attendant performs when the caller dials a certain sequence. The selectable Features and Prompts available are: 300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
System Administration Guide Field Description Dial-By-Name Menu (#1) Dial-By-Name Prompt Dial-By-Name Spell Option Dial-By-Directory Menu (#2) Dial-By-Directory Prompt Dial It Now Prompt End Call Prompt Repeat Options Prompt Speed Dial Numbers Options N/A disabled enabled (default) do not play play (default) spell first or last name spell last name spell first name disabled enabled (default) do not play play (default) do not play play (default) do not play play (default) do not play play (default) Allowed
System Administration Guide The same procedure can be followed for any of the outside lines, including SIP Gateways and SIP Proxies. 19.3 How to Record the Auto Attendant Greetings In addition to the Prompts selected, you can record three greetings for each Auto Attendant. The greetings and prompts are played in this order: If the Custom greeting or any of the prompts are not selected, then they are skipped in order.
System Administration Guide Dial 1 2 3 # * Greeting Business Hours Non-business Hours Custom Return to the Welcome message Replay the options 4. Press 2 to start recording after the beep. Press # when you are finished. You can adapt the following scripts for your message. Greeting Business hours Non Business hours Custom Sample Script 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.
System Administration Guide 20 Call Queues Note: This is an optional feature that requires a feature key. The needed key is referred to as the Call Queuing Feature Key. Call Queues are useful when incoming calls are not 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.
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: Change Description to something meaningful to you as the System Administrator (For 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.
System Administration Guide 20.1.1 Managing Custom Queue Message Content The server comes with default messages for the initial greeting when a call enters a queue and the status message that is replayed periodically. To customize these messages, you can either record new messages directly into the server using the phone or record them via some other means and transfer the audio files to the server.
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 Log into 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. The page contains a description of most of the parameters.
System Administration Guide Agent Phone Configurations Agent 1 Agent 2 Agent 3 Wait Period 0 seconds 0 seconds 180 seconds Number of Callers 1 1 5 Rest Time 120 seconds 120 seconds 120 seconds 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.
System Administration Guide If the call goes to the Auto Attendant, a menu short cut can be set up to route the call to the queue extension. See the Call Routing section in this document for information on setting up call routes. Both user extensions and system extensions can be set up so the call will route to a Call Queue. Go to the Auto Attendant / Menu Shortcuts section of the Phone System / Auto Attendants page to set up an Auto Attendant menu shortcut. 20.4.
System Administration Guide 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. An Auto Attendant custom greeting is recorded that tells the callers to press 2 to reach customer support. 3. A system extension is created for Customer Support. The call route for this is set so the call: ο Rings the Customer Support person’s phone 4 times. ο Then if no answer, the call is transferred to the customer support Call Queue. 4.
System Administration Guide 21 Call Monitors Call Monitors are connection attempts that allow one call to ring multiple phones. Call Monitors are analogous to ringing Call Queues, in that multiple calls may be ringing on a single Call Monitor and then will be answered in first in first out (FIFO) order. The notion of a Call Monitor was first available as a single Key System Ring Delay feature. This was renamed to Call Monitors and extended to ten unique instances as of version 5.
System Administration Guide 4. Select add a connection attempt, if none are available. 5. Under First connection attempted (or any of the connection attempts), select the applicable Call Monitor from the drop-down menu and select the number of rings. 6.
System Administration Guide 7. Set the Ring Type from the drop-down menu. This allows a unique ring such that the Call Monitor can be distinguished from other calls to this phone. 8. Select Done to complete the assignment. 9. Select Update to save the new PFK setting. Additionally, an Allworx IP phone can be programmed to display: Multiple Call Monitors per phone to track more than one Call Monitor. Multiple occurrences of the same Call Monitor.
System Administration Guide 21.4.2 Example 2: Call Routing to Call Monitor and then Transfer to a Call Queue Requirements The inbound call will ring directly to a Support Call Monitor. If not answered, then will be the call will be transferred to the Customer Support queue. Configuration: 1. A Customer Support system extension is created using the Support Call Monitor on the first connection attempt and that will then transferred to the Customer Support queue. 2.
System Administration Guide 22 Parking Orbits Parking Orbits can be used to place a call on system wide hold via a specially designated extension number that can be picked up by any other handset in the system. 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.
System Administration Guide When manually parking a call, one must use the ATTENDED transfer operation to park the call to extension 700. If you park a call using a BLIND transfer, the remote party will hear the parking orbit extension assigned instead of the user parking the call. If the user wishes to use BLIND transfer to park a call, they should park the call to extension 740 instead of 700. Extension 740 is designed to be used in conjunction with BLIND transfers.
System Administration Guide 23 Zoned Paging and Overhead Paging The Allworx products support two related forms of Paging. The first type of paging is Overhead Paging. This type of paging has its audio go out through the LINE OUT jack of the associated server. If used at a site, one typically hooks the LINE OUT jack to a paging amplifier or some sort of Public Address Announcement system. The other type of paging is referred to as Zoned Paging.
23.2 System Administration Guide 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 navigate, to the Phone System / Paging and select Modify in the Paging Zone Names section of the page. If you change the names of any Paging Zones, any handsets with a PFK defined for those Paging Zones will not use the new name until the handset has been rebooted. 23.
System Administration Guide 24 Abbreviations BLF – Busy Lamp Field DND – Do Not Disturb PBX – Private Branch Exchange PFK – Programmable Feature Key PoE – Power Over Ethernet TLA – Three Letter Acronym VoIP – Voice Over Internet Protocol 300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com © 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
