SWITCHware System Administration Manual © 2003-2008 Bicom Systems
Part I
Introduction 1 3 Introduction SWITCHware System Administration Manual SWITCHware is a scalable telephony solution featuring a range of traditional telephony and emerging VoIP technologies. The creation of a national/global voice networks in addition to a complete range of Analog, Digital, and VoIP channels, all fully supported. Functionality includes: Voicemail, IVR, ACD Queues, Real time all recording/monitoring, Conferences, Auto Provisioning, Music on Hold and much more.
Part II
Bicom Systems 2 5 Bicom Systems Bicom Systems is a provider of SWITCH and soft switch turn-key solutions with presence in the United States and the European Union with a network of distributors/resellers across the world. Its solutions allow easy deployment, maintenance and control of a wide range of telephony solutions.
Part III
System Overview 3 7 System Overview In this chapter we will cover: - Administration Interface - Role Based Administration - Standard and Advanced Options 3.1 Administration Interface Administration interface consist of applications, administration and actions menus with all data displayed in data area. Applications Menu Applications menu provides access to all applications, site settings, SM settings, log out and help links.
SWITCHware System Administration Manual (SWITCHware) menu SWITCHware menu is located on the left and it displays all administration sections available. Data Area Data are displays all results from various actions performed. System Actions Menu System actions status on the top right allows viewing of the system status and performing of start, stop and restart actions on one or more servers. 3.
System Overview 9 Standard mode is designed to allow an easy 'no brainier' method of administration as the level of configuration knowledge needed is based on common fields of information (Name, email address etc.). This is possible to achieve since SWITCHware uses a powerful template system which pre-configures all advanced options leaving only common information values to be entered.
SWITCHware System Administration Manual © 2003-2008 Bicom Systems
System Overview Sample of "Advanced Options" © 2003-2008 Bicom Systems 11
Part IV
Getting Started 4 Getting Started In this chapter we will cover: - Logging into the system 4.1 Loging into the system In order to login into the system please point your browser to: http://IPADDRESS/admin/ Email: System administrator email address supplied in setup wizard Password: System administrator password supplied in setup wizard.
Part V
Subscribers 5 Subscribers Subscribers section enables adding/editing subscribers to SWITCHware system. 5.1 Add/Edit Subscriber Clicking on "Add Subscriber" will open standard options shown below divided in two steps.
SWITCHware System Administration Manual Step One - Standard Options UAD (User Agent Device): Please select the User Agent Device the new extension will be using. Location: Provide Subscriber's location information here. Available options are: - All extensions registered on the local area network (LAN) · Local - All extensions registered from remote networks (WAN, Internet etc).
Subscribers 17 Step One - Advanced Options Single Extension / Multi Extension: Please provide information whether Subscriber uses one or more lines.
SWITCHware System Administration Manual information (Name and Email) automatically in the following step. GENERAL Network Number: An auto-generated extension number based on next available sequential number. Extension value can be changed. Name: Subscriber's name. Example: John Smith, Reception, Entrance Main, Agent One etc. E-mail: Email address associated with this Subscriber. This email address will receive all system notification messages. Area Code: Area code Subscriber belongs to.
Subscribers 19 Inclusive Minutes Left: Inclusive minutes given by a Service Provider for chosen Service Plan. AUTHENTICATION Username: This field is auto generated and by default the same as the users extension. Changing extension value automatically changes username value. Secret: An auto generated value used to allow UAD device to authenticate with the system. PIN: This is the "users" PIN used to authenticate users accessing some services. For example: Voicemail checking, Setting Call Forward etc.
SWITCHware System Administration Manual © 2003-2008 Bicom Systems
Subscribers 5.2.1 21 General General fields are all the fields required to have the system operate correctly and most are required. In addition these fields help the whole system with the dial plan by determining the network number, user type, DTMF mode etc... Network Number: Unique subscriber network number. Name: Subscriber's name. Example: John Smith, Reception, Entrance Main, Agent One etc. E-mail: Email address associated with this subscriber.
SWITCHware System Administration Manual · RFC2833" · Info DTMF mode used varies from UAD used, codec and network condition. Context: All extensions belong to one 'context'. Enter context name here or leave this field with 'default' value. IMPORTANT: The System will not operate correctly if context value gets changed. Only change it if you know exactly what you are doing. Status: This setting sets the user's account status.
Subscribers Billing: Please choose whether billing application will be associated with new Subscriber. Available options: · Yes · No · N/A Billing type: Set billing type that will be applied to Subscriber. Available options: · Internal - SWITCHware billing application will be used only. · External - External billing application (Site Manager) will be used. Account Code: Please provide account code billing application is to use.
SWITCHware System Administration Manual · Yes · No · N/A Slave Account Code: This field is inactive if 'Master' field is set to 'Yes'. Reminder Balance: Send reminder to Subscriber email when account balance reaches entered amount. Credit Limit: Set Subscriber credit limit here. Available Funds: Here is displayed available amount for Subscriber account here. This field cannot be modified. Inclusive Minutes Left: This field is used for displaying information and it cannot be modified.
Subscribers 25 NAT: NAT or "Network Address Translation" is the technology most commonly used by firewall's and routers to allow multiple devices on a LAN with private IP addresses to share a single public IP address. When a user agent device is connected to a local network and placed behind a NAT device, "Yes" selection should be chosen. However, if a device has a public IP Address, then "No" should be selected.
SWITCHware System Administration Manual number and Name is auto-generated matching the users' extension and Name. Set Caller ID: Please provide whether Caller ID service will be provided to Subscriber. Caller ID: · Number: This number is auto-updated to correspond to the user's extension number. This field is not modifiable. · Name: This field is used for the User's Name. Restrict CID: This feature is used to hide the callers identification information.
Subscribers 27 Email: This field is used for an extensions email. This option is used for auto emailing voicemail messages to the assigned user's email address. The value of this field is auto populated from "General Fields" group, field "Email". 5.2.6 Groups Groups allow for the "grouping" of users. Call Group: Sets a call group for a user to belongs to. The default value is empty. Pickup Group: Sets a pickup group value.
SWITCHware System Administration Manual Username: This field is auto generated and by default the same as the users extension. Changing extension value automatically changes username value. Authentication Method: The authentication method field is used for UAD (User Agent Devices) encryption settings.
Subscribers 29 Conferences: Set Conferences Subscriber has access to. Enhanced Services: Set enhanced services for Subscriber (Last caller, Call Forwarding, Do Not Disturb, Caller ID). 5.2.9.1 Destinations Clicking on "Destinations" this screen will appear. This means that an extension is authorised to call ANY destination. However, should extensions permission need to be fine tuned, clicking on "Set destinations manually" will change to this screen.
SWITCHware System Administration Manual Destinations are split into "Local" and "Remote" Local: All destinations within the system/network. For example: Extensions, IVR, Queues, Conferences etc. Remote: E164 PSTN destinations, ITSPs, other VoIP networks etc. Possible extension permissions to destinations are: Authorized: PIN Required: Not Authorized: Using the above authorisation method, extensions permissions can be fine tuned to any local or remote destination.
Subscribers 5.2.9.2 Conferences After clicking on the "Conference" tab the following pop-up window will open up.
5.2.9.
Subscribers 33 5.2.10 Call Properties Fine tune incoming/outgoing calls per extension. Ring time Determines how many seconds will an extension's UAD ring before the call is sent to voicemail, enhanced service or other type of "redirect" feature within the system. Incoming Dial Options Determines as and when an incoming call is sent to an extension, a number of options can be added to the call.
SWITCHware System Administration Manual Disallow: This field is very unique. In order to work properly the setting must be selected to "Disallow All." This setting in essence resets the codec properties. Much like a firewall rule, prioritization is the key element, you disallow all services and allow only the services (ports) you wish to permit. Allow: The system works in a way that it will first try to establish a connection with the first selected codec.
Subscribers 35 Record Calls: Sets all calls placed and received to this extension to be recorded. Calling party will hear "This call is recorded" message. Silent: If this option is set to "Yes" then "This call is recorded" message will not be played. 5.2.14 Auto Provisioning These options provide a choice of setting MAC Address, Ip, Netmast, Gateway and DNS Servers manually or automatically.
SWITCHware System Administration Manual A netmask is a set of four number blocks separated by periods. Each number is normally represented as the decimal equivalent of an eight-bit binary number, which means that each number may take any value between 0 (all eight bits cleared) and 255 (all eight bits set). Every IP address consist of two parts (the network address and the host number). The netmask is used to determine the size of these two parts.
Part VI
6 SWITCHware System Administration Manual Trunks SWITCHware supports a wide range of PSTN and VoIP technologies to be used as system trunks. 6.1 Add/Edit Trunk To add a trunk click on 'Add Trunk' button. From this location Provider and Device is selected.
Trunks 39 Provider: Select a provider. Device: If the providers service requires a device in order to provide the service, "Device" field will become visible. 6.1.1 VoIP Clicking on "Add/Edit" Trunks:VoIP will open standard options screen. Name or Number: Name or number for this trunk.
SWITCHware System Administration Manual This field specifies where all incoming calls going to be directed in absence of a specific DID. Username: Username for using this services Secret: secret for using this service. NOTE: Other fields shown will be explained in advanced section 6.1.1.1 Advanced Options Advanced options are all fields need to fine tune the trunk. These fields are detailed in the sub chapters and should be administered only by an authorised and fully trained user.
Trunks 41 6.1.1.1.1 General General fields are all the fields required to have the system operate correctly and most are required.
SWITCHware System Administration Manual dialing codes. User Type User relationship to the system: · "user" is someone who sends the calls to the system · "friend" is simply shorthand for creating "user" and "peer" with identical parameters (i.e. it can place and receive calls). · "peer" is someone the systems sends calls to Default value during creation of a new user is "friend". DTMF Mode Dual Tone Multi-Frequency, the system used by touch-tone telephones.
Trunks 43 Qualify: The qualify command is a time sensitive function that sends a request packet to verify the status of the device. As long as SWITCHware receives an "ACK" (Acknowledge) Packet from the devices, the trunk is will be considered to be online. However, if the device does not reply with an "ACK" Packet within the specified period of time (in milliseconds), the device is considered to be offline for future calls.
SWITCHware System Administration Manual Host: This is a value for a host from where system is receiving calls from. Peer Host: This is a value for a host where system is sending the call to Authorisation method: This field provides different type of trunk encryption. The following options are available: · Plaintext* (The weakest and most vulnerable authorization type due to passwords not being encrypted) · MD5* (128 Bit Hashing Encryption and widely used.
Trunks 45 Register suffix: This field will add its value to the end of register line. For example: Register suffix "1234" Register line: register => username:password@host register line with the suffix : register => username:password@host/1234 Insecure: Some SIP providers or services require values from this field in order for service to operate correctly. Valid values are: "yes" , "no" , "very" Fromuser: Fromuser changes SIP packet. For example: "sip:user@domain.com" to "sip:FROMUSER@domain.
SWITCHware System Administration Manual Incoming Limit: number of channels allowed for incoming calls. Outgoing Limit: Number of channels allowed for outgoing calls. 6.1.1.1.5 Codecs Trunks codecs create default codecs values a trunk is allowed to use for media streams. These value depends on service providers offering since every service provider has a preference on codecs used on their systems. Disallow: This field is very unique.
Trunks 47 Deny: Specify from which IP/Subnet should this trunk not be allowed from. Permit: Specify from which IP/Subnet should this trunk be allowed from. 6.1.2 PSTN SWITCHware includes a powerful service providers templates in order to allow very easy method of adding PSTN trunks. There are many providers and generic analog and digital interfaces pre-configured . As long the interface is inserted in the server it takes few clicks to fully configure a PSTN trunk. Only a trunk name needs to be entered.
SWITCHware System Administration Manual This value sets where does ZAPTEL driver takes its timing from. Available options are: 6.1.2.1 Advanced Options Advanced options section contains all fields which relate to zapata and zaptel configuration files: Zapata Configuration of your hardware interface(s) Zaptel Configuration to use your hardware interface(s) 6.1.2.1.1 Zapata Zapata advanced fields control all value related to the analog or digital interfaces.
Trunks 49 * em_e1: E & M CAS signalling for E1 lines * featd: Feature Group D (The fake, Adtran style, DTMF) * featdmf: Feature Group D (The real thing, MF (domestic, US)) * featb: Feature Group B (MF (domestic, US)) * fxs_ls: FXS (Loop Start) * fxs_gs: FXS (Ground Start) * fxs_ks: FXS (Kewl Start) * fxo_ls: FXO (Loop Start) * fxo_gs: FXO (Ground Start) * fxo_ks: FXO (Kewl Start) * pri_cpe: PRI signalling, CPE side * pri_net: PRI signalling, Network side * sf: SF (Inband Tone) Signalling * sf_w: SF Wink *
SWITCHware System Administration Manual * inband: Asterisk plays indication tones without answering; not available on all PRI/BRI subscription lines * outofband: Asterisk disconnects with busy/congestion information code so the switch will play the indication tones to the caller. Busy() will now do same as setting PRI_CAUSE=17 and Hang up(). Multi-link PPP Options Min unused The minimum number of unused channels available.
Trunks 51 Analog Handset Features ADSI If your handset has ADSI (Analog Display Services Interface) capability, set adsi=yes. The ADSI specification is system similar to Caller ID to pass encoded information to an analog handset. It allows the creation of interactive visual menus on a multi line display, offering access to services such as voicemail through a text interface. Immediate Normally (i.e.
SWITCHware System Administration Manual mailboxes, Asterisk will use a stutter dial tone rather than the ordinary dial tone. On supported hardware, the message waiting light will also be activated — this probably requires that you also set adsi=yes. Update: This option does NOT require ADSI. It will send a standard FSK tone down the line that lights up the MWI on any capable analog phone.
Trunks 53 Echo cancel when bridged Enables or disables echo cancellation during a bridged TDM call. In principle, TDM bridged calls should not require echo cancellation, but often times audio performance is improved with this option enabled. Default: no Echo Training In some cases, the echo canceller doesn't train quickly enough and there is echo at the beginning of the call which then quickly fades out.
SWITCHware System Administration Manual Coding used on this trunk Yellow Yellow field can be set to "Yes" or "No" Signalling, D and B Channels fields: "e&m, fxsls, fxsgs, fxsks, fxols, fxogs, fxoks, sf, unused, clear, indclear, rawhdlc, dchan, bchan, fcshdlc, nethdlc, dacs" are used to set signalling and operation mode for one or range of channels Zones defaultzone=us loadzone=$VALUE Available zones are: us, au, fr, nl, uk, fi, es, jp, no, at, nz, it, us-old, gr, tw, cl © 2003-2008 Bicom Systems
Part VII
7 SWITCHware System Administration Manual DIDs DID (Direct Inward Dialling) allows an organization to assign telephone numbers to local/network destinations. It is usually one or a range of telephone numbers provided by the telephone company delivered through a PSTN/VoIP trunk. An organization can then use SWITCHware to route the incoming DID number as per their requirements. 7.1 Add/Edit DID Clicking on "Add/Edit" DIDs will open standard options screen shown below.
DIDs DID/Channel (start): DID value/channel. Destination: Destination for the DID Value: Destination value 7.2 Advanced Options Advanced options view will display this window.
SWITCHware System Administration Manual Trunk: Select a trunk delivering the DID. Status: Set DID status. Available options: · 'Active' (Default) · 'Not Assigned' DID/Channel (start): If "Range" check box is checked this field will become available. The start value of the range should be entered. Range: If it is a range of DIDs, check box should be checked. DID/Channel (end): If "Range" check box is checked this field will become available. The end value of the range should be entered.
DIDs · · · · · · 59 IVR Queues Voicemail Remote Access Conferences FAX (Experimental) Value: Further explain 'Destination' field. Replace Caller ID: If DID destination is an extension, and check box is set to "yes", then DIDs value will be presented as Caller ID on a specified trunk. Country: Select country from where DID trunk is coming from. State: Enter state from where DID trunk is coming form. City: Enter city from where DID trunk is coming form.
Part VIII
Conferences 8 61 Conferences A Conference allows a number of participants to talk to each other at the same time. Each participant can be set in talk, listen or mute modes by conference administrators. 8.1 Add/Edit Conference Clicking on "Add/Edit" Conferences will open standard options screen shown below.
SWITCHware System Administration Manual Conference Name: Each conference must be labeled in order to be created. Conference Number: This is the conference number dialled to access/join the conference. This field is auto-generated, however it can be modified to the administrator's preference. 8.2 Advanced Options Advanced options view will display this window.
Conferences 63 Password: In order to maintain the privacy and security of a conference call, selecting a password is highly recommended. This is a numeric value. Conference Options: Many conference options are available. Some options are not directly applicable to the conference but are related to operation or user.
Part IX
IVR 9 65 IVR IVR (Interactive Voice Response) greets callers with a customized greeting message offering callers a choice of one of the available options. Once the caller has pressed a digit the IVR will call the desired destination. 9.1 Add/Edit IVR Edit IVR options are available here.
SWITCHware System Administration Manual Name: Unique name for this IVR. Number: IVR Number. This is auto generated and modifiable. Greeting: A Greeting to be played to the callers. This field takes its value from the following system path: /home/servers/switchware/pw/var/lib/asterisk/sounds/ Its name must in the following format in order to show in the select box: greeting-$FILENAME (Example: greeting-Welcome.gsm).
IVR · Conference · Voice mail · Directory IMPORTANT NOTE: Make sure to create a greeting sound before adding a new IVR. 9.
SWITCHware System Administration Manual © 2003-2008 Bicom Systems
IVR 9.2.1 69 IVR Options IVR (Interactive Voice Response) greets callers with a customised greeting message offering callers a choice of one of the available options. Once the caller has pressed a digit the IVR will call the desired destination. IVR status allows for an IVR to be set to "on" or "off". Default is "on", which means that the IVR will greet and manage incoming calls. Status: This field will enable or disable the specified IVR. If "on" is selected, IVR is managing all incoming calls.
SWITCHware System Administration Manual © 2003-2008 Bicom Systems
IVR 71 Operation Times Operation time status can be set to "on" or "off". If set to "on" all hours of the day need to be marked. "o" for open "c" for close For all times when the operation times has a value set to close, a "operator extension" value needs to be set so that callers can be re-directed to that extension. This is used particularly to play a out of hours of voice mail messages.
SWITCHware System Administration Manual Account Access Only: This sets "Permissions" feature "On" or "Off". Account List: The Account List field contains all valid account numbers. These account numbers are compared to the digits that callers will be entering into the handset keypad. Sales Extension: If a caller has entered an invalid account number more than 3 (three) times, the caller will be re-directed to this extension.
Part X
10 SWITCHware System Administration Manual Queues When the calling party is busy a queue will provide a voice prompt informing the caller that the line is busy. At this moment, it will tell the caller, their queue number. If two or more parties are trying to get a busy party, information about their queue status will be given to them. This reminder will be heard every 60 seconds.
Queues 75 Queue Name: Queue name Queue Number: This field is auto-generated Max Callers: This is a required field and will set the maximum number of callers to be held in the queue Music On Hold: This field allows a selection of a music class for this queue Agents (All users): The Agents text box lists all system extensions allowing any of the extensions to be assigned as an agent Penalty: A priority of which members are called by the system Add Agent: Add Agent adds a system extension onto the queue as a
SWITCHware System Administration Manual 10.1.
Queues © 2003-2008 Bicom Systems 77
SWITCHware System Administration Manual 10.1.1.1 General General fields are all the fields required to have the Queues system operate correctly and most are required. Redirect Extension: The number all call on queues will be redirected to. Rings To Answer: The number of rings the caller will hear before being answered. Group: From here you can choose what will be the number of group members. It can be between 1 to 10. Max Wait Seconds: Maximum number of seconds that callers are to wait in a queue.
Queues 79 The specified time (in seconds) will set how often the system will announce the callers queue position and/or estimated hold time. (Setting 0 means off). Announce Round Seconds: If this field is anything except zero, then the system will announce the seconds as well as the minutes rounded to the assigned value. 10.1.1.3 Recording Set whether calls in queues should be recorded and select queue monitor format here. Record Queue Calls: "Yes" sets all queue calls to be recorded by the system.
SWITCHware System Administration Manual 10.1.1.5 Agents User agent settings are configured from this section. Ring Strategy: This field specifies how the calls are processed to the agents or members. Valid strategies include: · · · · · · ringall (Ring all available agents/members until one answers (default)). roundrobin (Take turns ringing each available interface in a round). leastrecent (Ring the agent/member which was least recently called by this queue).
Queues 81 This field specifies an announcement to be played for the member as soon as they answer a call. Typically, this is an indication of how the call should be answered. This is useful when agents or members are accepting calls from more than one queue. Timeout: Specifies how long the phone will ring before a timeout is considered. Retry: Specifies how long the system waits before trying all the members again.
SWITCHware System Administration Manual Use Exit Digit: If set to "Yes", after a caller has pressed the "exit digit", the digit callers call will be re-directed to the "extension". Exit Digit: A single digit to be used to allow the caller to exit out of the queue. This value can be set to any digit. Extension: System extension to re-direct the call to. Context: System context for re-directing the calls. This field is not modifiable. 10.1.1.
Queues Add new group window: © 2003-2008 Bicom Systems 83
10.3 SWITCHware System Administration Manual CDRs Queue CDR essentially have same functionality as main CDR but only showing calls to queues as opposed to all destinations.
Part XI
11 SWITCHware System Administration Manual Voicemail A voicemail system typically provides a central "answering machine" access for users of a telephone system. The user diverts his calls/has them diverted to the voicemail system, which will play a personalized message to a caller and allow callers to leave a message for the extension user. SWITCHware provides each extension user with an voicemail box as default. It also, allows adding stand alone voicemail boxes. 11.
Voicemail 87 Mailbox: The same as the user's line extension. The value is auto generated with an option to customize. Name: User's name for the Voicemail box. Domain: This field will be used in the future releases to provide additional services accordingly to the value of domain field. Currently the field is set to "Default" value. PIN: Auto generated 4 (four) digit PIN (personal identification number) allowing access to the voicemail box.
Part XII
Monitor 12 89 Monitor The Monitor section allows an authorized user to monitor Asterisk Subscribers, SER Subscribers, Trunks, Conferences, Queues, Live Channels and the System. 12.1 Asterisk Subscribers This is first window that opens when 'Monitor' item is selected. Following options allow setting monitoring of Asterisk Subscribers.
SWITCHware System Administration Manual Status Extension status values are online and offline. An authorised user can also filter extensions through its status. IP The IP address at which an extensions UAD is operating from. On Call This informs whether an extension is on call or not. Image is RED or GREEN. RED when extension is not on a call. GREEN when extension is on a call.
Monitor Hang up Hang up allows an authorised user to hang up any of the current calls Details Details provides additional information useful for debugging 12.2 SER Subscribers SER subscribers monitoring details are displayed here. Name Subscriber name. Extension Subscriber extension number. Status Subscriber status values are online and offline. 12.3 Trunks Trunk monitoring details are displayed here.
SWITCHware System Administration Manual Name: Trunk Name IP: IP address at which extensions UAD is operating from Status: Status values are online and offline. Authorised user can also filter extensions by its status. 12.4 Conferences Conferences monitoring details are displayed here if any is active at the time of monitoring.
Monitor Conf Num: Conference number Parties: Number of conference participants. Marked: Is the participant "marked". Activity: Timing from start of the conference. Creation: Creation can be of static and dynamic type. Static is already pre-configured conference. Dynamic conferencing creates a conference dynamically as the callers call in. Dynamic conferencing is not currently supported. 12.5 Queues Queues monitoring details are displayed here.
SWITCHware System Administration Manual Refresh Interval: Screen refresh timing (in seconds) C:$VALUE number of completed calls A:$VALUE Number of abandoned calls Member: Member (Agent) belonging to the queue. Calls: Number of the calls agent has answered Last Call: Time (in minutes) agent has spent on last call Caller: Details of the current caller waiting in the queue Waiting: Time (in minutes) caller is waiting in the queue 12.6 Live Channels Live channels monitoring details are displayed here.
Monitor 95 Refresh Interval: Screen refresh timing (in seconds) From: Calling party of the channel. To: Called party of this channel. ACTIONS: Listen: While extension is in use, an authorised user can select a channel and click on "listen". This action will prompt the authorised user for its extension. As long th user is authorised to listen (monitor) to the selected channel then the authorised users extension will ring allowing to the user to listen to the monitored extension call.
SWITCHware System Administration Manual Load Load shown is for past 1, 5 and 15 minutes. CPU CPU usage by user, kernel and idle. Memory Memory usage by: used, cache and free. Swap Swap usage by used and free. CPU Info Number of CPU's, Model, Speed and cache size Processes Processes currently running, sleeping, stopped and zombie. File Systems File systems present shows by type, mount, usage and free status. Network devices Network devices showing transfer (TX) and receive (RX) packets data information.
Monitor Currently configured ZAPTEL devices © 2003-2008 Bicom Systems 97
Part XIII
Reports 13 99 Reports The Reports sections provides detailed information on system placed/received calls, action logs and CLI messages. 13.1 CDR CDR (Call Detail Records) for all placed or received calls on the system. In addition to normal operation an authorised user is able to perform additional actions such as extensive search, listen to recorded calls, call any destinations listed and access advanced features.
SWITCHware System Administration Manual Search/Filter: All calls can be searched/filtered by: dates, status, extension, type Listen: Listen allows an authorised user to click on CDR record where listen the recording of that call. image is located in order to Call: Call allows an authorised user to call one of the destination listed. 13.1.1 Advanced CDR advanced section is designed to offer additional features for debugging, "house keeping" and data management purposes. CLIR is used for debugging.
Reports CLIR (Command Line Interface Record): CLIR shows detailed information on the call mainly used for debugging purposes.
SWITCHware System Administration Manual Delete Recording: Delete Recording allows for a recorded call file to be deleted.
Reports 103 Import CSV Database: Import CSV database allows older firmware's to upgrade and import current data. 13.2 Action Logs Each time a user interacts with the system, its action is sent to an "action queue". The action queue then sends a command to the SWITCHware service that is running on either local or remote host(s). These commands are then analyzed by the action queue for its status. All successful commands are coloured in green.
SWITCHware System Administration Manual Command sent to SWITCHware service. Depending of the status, command results are shown in red or green colours. Red colour represents commands with an error. Green colour represents successful commands. 13.3 CLI Messages CLI messages provide a convenient method of showing messages received from asterisk CLI (Command Line Interface). Each message is shown in the order received and if clicked on, it will open a new browser searching www.google.
Reports Message types available are: Warning A warning message of an issue that will not usually affect the system's operation.
SWITCHware System Administration Manual Notice A notice message is simply a formal notice and does not affect the system's operation. Error Error message may in some situations stop or affect the system's operation.
Part XIV
14 SWITCHware System Administration Manual Routes In this chapter we will cover: - Routes - Destination Groups 14.1 Routes The system comes with default destination database in order to allow setting of permissions. This database is held and updated centrally hence its displayed for information pup roses. Database is based on industry standard E164 format.
Routes 109 Update deamon database In order for system to operate using most recent data, the deamon database must to be updated by clicking on "update deamon database". This will move data from temporary database in permanent deamon database. Export Database Exports database does temporary import of current data from the central destination database. Routes All available destinations routes are displayed alphabetically in order to allow easy access.
SWITCHware System Administration Manual Add Destination Group © 2003-2008 Bicom Systems
Part XV
15 SWITCHware System Administration Manual LCR LCR (Least Cost Routing) Diverts calls to the cheapest package. System will use primary trunk as its first choice for every destination called. If primary trunk for same reason fails to terminate the call, the secondary trunk wild be used by the system. If secondary trunk for same reason fails to terminate the call, the tertiary trunk wild be used by the system.
Part XVI
16 SWITCHware System Administration Manual Service Plans This section enables adding/editing service plans of your SWITCHware system. Service Plan is a contract between the service provider and the subscriber. In that contract, terms of usage, including fare details, rate for activation, access and per minute usage and other details are specified. 16.1 Add/Edit Service Plan Service plan details can be edited from here.
Service Plans Service plan name Please provide unique service name here. Minimum charge Minimum service charge. Connection charge Charge for every connection made. Total Inclusive Minutes Number of minutes that are inclusive to this service plan. Grace Period Grace period when charges take no place. Billing Select type of billing the calls here. Available options: Currency Please enter billing currency here. Show currency Choose to show the currency in billing application.
SWITCHware System Administration Manual Decimal places Please provide the number of decimal places for displaying charges. Publish on web site You can select here whether to show a Service plan in your SWITCHware. 16.1.1 Rates Destination Group rates for all Remote and Local destinations can be edited from here. If you need to do massive rates changes it is preferred to download CSV file and change rates on your computer.
Service Plans 117 Local Destinations Pricing can be set for all Local Destination calls and Services as well. If you are modifying large amounts of data you are encouraged to download CSV files and make changes offline before uploading new rates to the server. Editing options are as same as for Remote destinations.
SWITCHware System Administration Manual Edit Rate Outbound: Please provide price for any outgoing call. Inbound: Price for any incoming call. Inclusive: Please specify if any inclusive minutes are associated with this destination group. 16.1.2 Enhanced Services This window provides you with options which Enhanced services are to be given for specific Service plan.
Service Plans 119 Possible extension permissions to enhanced services are: Authorized: PIN Required: Not Authorized: 16.1.3 Destinations This window provides you with options which Destinations are to be given for specific Service plan. Clicking on "Destinations" this screen will appear. This means that an extension is authorised to call ANY destination.
SWITCHware System Administration Manual However, should extensions permission need to be fine tuned, clicking on "Set destinations manually" will change to this screen.
Service Plans 121 Destinations are split into "Local" and "Remote" Local: All destinations within the system/network. For example: Extensions, IVR, Queues, Conferences etc. Remote: E164 PSTN destinations, ITSPs, other VoIP networks etc. Possible extension permissions to destinations are: Authorized: PIN Required: Not Authorized: Using the above authorisation method, extensions permissions can be fine tuned to any local or remote destination.
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Part XVII
17 SWITCHware System Administration Manual Settings In this chapter we will cover: - Servers - TBD - Protocols - Providers - Default Trunks - Networks - UAD - Access Codes - Numbering Defaults - File System - Music On Hold - E911 - Sounds - Conf Files - About 17.1 Servers SWITCHware system administration allows for an unlimited number of servers to be administered from a single administration interface. The System servers can operate in local or network mode.
Settings 125 SWITCH system. Network: When system servers are in network mode, all servers share common dial plan. A single dial plan allows any organisation to have a network of servers located anywhere in the world. Description: System starts with one server as default. However, an unlimited number of servers can be added onto a network either as stand alone servers or operating under a single unified dial plan.
SWITCHware System Administration Manual © 2003-2008 Bicom Systems
Settings 127 17.1.1 Network Info Edit PBXware network information here. SWITCHware Address This is default IP/Hostname of local SWITCHware server. This value can be set to remote SWITCHware server as well if the whole network is configured for multi server operation. Server Type Please select your server's primary use. Available options: · Universal · Conference · Voicemail · Gateway · Centrex Server code This fields provides a unique server code which is used to identify the server. 17.1.
SWITCHware System Administration Manual 17.1.3 Hardware Details Server hardware specifications are set here. A server can process a certain number of calls. A more powerful server means more calls can be processed at the same time, concurrently.
Settings Fields available: · Motherboard · CPU · RAM · HDD 17.1.4 Administration This section enables remote administration of the system. Available fields are: · Admin Username (Default = admin) · Admin Password (Default is randomly generated) · Admin Port (Default= 10001) 17.1.5 Locality Locality sets from where the system is operating from Country: Required field. A country system is located in. Indications: Indications set the sounds (Ringing, busy etc) behaviour according to the country standards.
SWITCHware System Administration Manual National Dialing Code: This is the national dial code needed to be dialled in order for system to be able to dial national destinations using this trunk. Example: "1" (USA, Canada), "0" (United Kingdom, Germany) Leave National Code: Includes national code when dialing a number.
Settings 131 SMTP Password Password for mail account 17.1.7 Auto Provisioning These options provide a choice of setting LAN IP and WAN IP automatically. Auto provisioning sets values to be used for the auto provisioning system in order to create auto provisioning files correctly depending on the UAD locality (local/remote). LAN IP: Local area network (LAN) IP address. This IP is usually is used to auto provision local UAD. WAN IP Wide area network (WAN) IP Address.
SWITCHware System Administration Manual This field specifies whether IAX protocol will multiplex its channels in order to save on data bandwidth. Qualify The qualify command is a time sensitive function that sends a request packet to verify the status of the device. As long as SWITCHware receives an "ACK" (Acknowledge) Packet from the devices, the trunk is considered to be online.
Settings 133 Codecs available: · ITU G.711 (64 Kbps, sample-based also known as alaw and ulaw) · ITU G.723.1 (5.3/6.3 Kbps, 30ms frame size) · ITU G.726 (16/24/32/40 Kbps) · ITU G.729 (8 Kbps, 10ms frame size) · GSM (13 Kbps (full rate), 20ms frame size) · iLBC (15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size) · Speex (2.15 to 44.2 Kbps) · LPC10 (2.5 Kbps) 17.1.
17.2 SWITCHware System Administration Manual TBD TBD (Time Based Dialing) Set specific time calls can be made.
Settings 17.3 Protocols Description: Protocol is a set of rules that allows UAD, systems, networks etc. to communicate using a set standard.
SWITCHware System Administration Manual Supported protocols are: · SIP · IAX · MGCP · H323 17.3.1 SIP SIP (Session Initiated Protocol, or Session Initiation Protocol), is a signaling protocol for Internet conferencing, telephony, presence, events notification and instant messaging. The protocol initiates call setup, routing, authentication and other feature messages to endpoints within an IP domain.
Settings 137 Port: This sets the port that SIP will bind to. The default SIP port number is 5060. It is recommended that this value not be altered in general. Bind Address: This allows binding to a specific local IP address instead of binding to all addresses. This could be used to enhance security.
SWITCHware System Administration Manual NAT or "Network Address Translation" is a technology most commonly used by firewall's and routers to allow multiple devices on a LAN with private IP addresses to share a single public IP address. When a user agent device is connected to a local network and place behind a NAT device, "Yes" selection should be chosen. However, if a device has a public IP Address, then "No" should be selected.
Settings 139 RTP Timeout: Terminate call if x seconds of no RTP activity when we're not on hold RTP Hold Timeout: Terminate call if x seconds of no RTP activity when we're on hold (must be larger than rtptimeout) Pedantic Checking: Enable slow, pedantic checking of Call-ID:s, multi line SIP headers and URI-encoded headers Record History: This options allows and administrator to enable or disable history recording. Realm: Default realm for SIP messages.
SWITCHware System Administration Manual Port: This sets the port that IAX will bind to. The default IAX port number is 5036. It is recommended that this value not be altered in general. Bind Address: This allows you to bind IAX to a specific local IP address instead of binding to all addresses. This could be used to enhance security if, for example, you only wanted IAX to be available to users on your LAN. IAX Compatible: Set IAX compatible to yes if you plan to use layered switches.
Settings 141 the system default. Account Code: The first sets the account code for records received with IAX. The account code can be overridden on a per-user basis for incoming calls. Language: Default system wide language for users or specified on a per-user basis. If this field is left blank, the default will fall back to English Bandwidth: The bandwidth selection initializes the codec selection to appropriate values for given bandwidths.
SWITCHware System Administration Manual recommended value is "lowdelay", which many routers will give priority to these packets, improving voice quality. Allow/Disallow: The "allow" and "disallow" allow you to fine tune the codec selection beyond the initial bandwidth selection on a codec-by-codec basis. The recommended configuration is to select "low" bandwidth and then disallow the LPC10 codec just because it doesn't sound very good. 17.3.
Settings 143 Context in the dial plan for outbound calls from this client Disallow/Allow: The "allow" and "disallow" allow you to fine tune the codec selection beyond the initial bandwidth selection on a codec-by-codec basis. 17.3.4 H323 H323 is an ITU-T standard for transferring multimedia video conferencing data over packet-switched networks, such as TCP/IP. There is a LAN standard for high-quality video, and an Internet standard for lower-bandwidth video over lines as slow as 28.
SWITCHware System Administration Manual Available options: · Inband (This mode will not work unless the codec is set to ulaw or alaw (G711).) · rfc2833 (This option is not encouraged.) · Info (This option is not encouraged.) TOS: Set IP QoS parameters for outgoing media streams (numeric values are also accepted, like tos=184 ) Amaflags: The amaflags controls how the record is labeled ("omit" causes no record to be written.
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SWITCHware System Administration Manual 17.4.
Settings 147 17.4.2 VoIP 17.5 Default Trunks System uses its trunks to place calls to various destinations. In order to allow an organisation to control its voice communications budget and to provide for termination backup the default trunks allows setting primary, secondary and tertiary trunks. System will use primary trunk as its first choice for every destination called.
SWITCHware System Administration Manual fails to terminate the call, the secondary trunk wild be used by the system. If secondary trunk for same reason fails to terminate the call, the tertiary trunk wild be used by the system. This system is used in LCR(Least Cost Routing) for example. 17.6 Networks In the event that multiple SWITCH servers are required or wanted, a network must be created between them in order for them to be able to communicate together.
Settings 149 17.6.1 Add/Edit Network Edit network settings from here. Network Name: Custom name for the network. Usually this would be organisation name. 17.7 UAD UAD (User Agent Devices) are various IP phones, soft phones, ATA (Analog Telephone Adaptors) and IAD (Integrated Access Devices) used for system extensions. SWITCHware supports a wide range of UAD using SIP,IAX, MGCP and ZAPTEL protocols.
SWITCHware System Administration Manual Additionally if an installation needs o use an UAD not listed, clicking on "Add User Agent" allows adding new UAD.
Settings IAX Asterisk Generic IAX Firefly 17.7.1 SIP Clicking on "Add/Edit" UAD and selecting SIP protocol will open standard options screen shown below.
SWITCHware System Administration Manual © 2003-2008 Bicom Systems
Settings 153 Device Name Name of the UAD. DTMF Mode Dual Tone Multi-Frequency, the system used by touch-tone telephones. DTMF assigns a specific frequency (consisting of two separate tones) to each key so that it can easily be identified by a microprocessor. Available options: · Inland (This mode will not work unless the code is set to ulaw or alaw (G711)). · RFC2833" · Info DTMF mode used varies from UAD used, codec and network condition. Status This setting sets the user's account status.
SWITCHware System Administration Manual options are available: · None No authentication is required or performed · Plaintext* The weakest and most vulnerable method due to "secret" not being encrypted · MD5* 128 Bit Hashing Encryption and widely used · RC4 A stream cipher which is easily broken if the same key is used twice · RSA** An asymmetric algorithm which relies on the difficulty of factoring very large numbers. RSA is the most secure authentication method as of 2005.
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SWITCHware System Administration Manual Device Name Name of the UAD. DTMF Mode Dual Tone Multi-Frequency, the system used by touch-tone telephones. DTMF assigns a specific frequency (consisting of two separate tones) to each key so that it can easily be identified by a microprocessor. Available options: · Inland (This mode will not work unless the code is set to ulaw or alaw (G711)). · RFC2833" · Info DTMF mode used varies from UAD used, codec and network condition.
Settings 157 Authentication Method The authentication method field is used for UAD (User Agent Devices) encryption settings.
SWITCHware System Administration Manual © 2003-2008 Bicom Systems
Settings 17.8 159 Access Codes Access codes provide system user with access to essential system or enhanced services. Access codes can be of dynamic or static type. Dynamic access codes values can be customised just by changing its value as apposed to static type where customising is not possible. DYNAMIC ACCESS CODES Voicemail Access code allowing access to the voice mail box. This access code asks user only for the PIN since it already has extension information from callers Caller ID.
SWITCHware System Administration Manual Last caller is one of the enhanced services. Its usage is: $ACCESSCODE Example: Joe (ext 100) wishes to find out the last caller who called its extensions. Joe needs to dial: "*149". General Voicemail Access code allowing access to the general voice mail box. This access code asks user for extension in additions to PIN since it does not use callers Caller ID data.
Settings 161 17.10 File System All logs, recordings, CLI and CLIR files are stored on local file system. Some of these files can grow to a size which will not leave any space left on the system. This section provides you with a tool to manage how and when these files should be rotated or deleted in order to prevent such scenario.
SWITCHware System Administration Manual 17.11.1 Add/Edit Content Edit music on hold content settings here. Content refers to 'audio clip'. Clip name Name of the clip. Author Name of the author File Enter a full path to the clip file to be uploaded. "Browse" allows for browsing of local hard drives.
Settings Clip length in minutes:seconds. Class Class the clip should be associated with Status Status can be set to "On" or "Off". 17.11.2 Add/Edit Classes Edit music on hold class settings here. Class Name Class name Status Status can be set to "On" or "Off" 17.12 E911 E911 service provides number identification and location information to the 911 operator.
SWITCHware System Administration Manual E911 Access Number: ECRC number: 17.13 Sounds This section allows for web based, easy administration of system sound files. An authorised user is able to upload, rename, delete or download files all sorted alphabetically. 17.14 Configuration Files System configuration files are accessible thru this section. Only trained user should have access to this section.
Settings 165 System configuration files can be copied from one server to another by making changes, selecting a server and then pressing "Save". In addition, the changes made can be sent to all servers by selecting "All servers" instead of individual server. . Importing one or multiple system configuration files from the server into the database is done with "Import current file" and "Import all files".
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18 SWITCHware System Administration Manual Site Settings Site settings is a part of the Site Manager application server. It allows an authorized user to manage users, groups, backup, restore, sessions, updates. 18.1 Site Users Site users are all users allowed to login into the system interface in order to perform a specific function accordingly to the permission granted. Each user belongs to a group, and each groups permissions are pre-set in order to allow unified access and permission control.
Site Settings 169 Add/Edit User User fields are standard fields required to be entered in order for system to allow user access to various applications. In addition users status can be changed to "suspended" by ticking check box and pressing "save" Privileges This sections allows user to be assigned to a group for permissions purposes. 18.2 Groups Groups allow for a unified permission system allowing users access to various applications or part of the applications.
SWITCHware System Administration Manual Each site can edit existing or ad new groups as per their requirements by clicking on appropriate action buttons. During add/edit permissions group name is available for edit. 18.3 Backup System backups copy all system data to /home/servers/backup on pre-set time of the day. The location of backup files (/home/servers/backup) must be mounted on another storage media ( hard disk, tape, CD, network share etc).
Site Settings 171 Backup Type Backups can be either automated or manual. Automated backups will be performed at pre-set time of the day. It is up the administrator to perform manual backups. Backup at Time at which backup will be performed Replace previous day If this vales is set to "Yes" the previous days backup will be deleted in order to save space on backup storage media. However, this does mean that at any time there will be only one days backup present.
SWITCHware System Administration Manual Session Type HTTPS - Encrypted SSL HTTP - Plain Text (Default) 18.5 Updates System is able to update it self at pre-set times of a day using included auto update deamon or alternatively a manual update can be performed by an authorised user.
Site Settings 173 Update Type Manual - An authorised user will be able to perform the updates. Auto - System will update it self at pre-set times. Username A valid update username is needed to be entered. Password A valid update password is needed to be entered. Auto update type Time of the day - Select this if you want to update the system one per day at pre set time. Regular Interval - Select this if you want to update the system more then once per day at regular interval times.
18.6 SWITCHware System Administration Manual About About shows Site Manager current release date present on the system.
Part XIX
19 SWITCHware System Administration Manual Knowledge Base Please check Knowledge Base section for more detail explanation.
Part XX
20 SWITCHware System Administration Manual Troubleshooting In this chapter we will cover: - Installation - System - Zaptel Trunks 20.1 Installation We got the mail with wget to download for tarball installation , however it says forbidden maybe because we tried to download from our account? ------------------------------------------------------------------------------------------------------------------------------Tarball installs are set for one download only, hence you will get such message.
Troubleshooting 179 20.2.3 Working Offline After logging into the interface, it says: Working off line? THINGS TO TRY: ------------Right, so SWITCHware is not running. So what do you do? You go to the box and see if it is up and running ps fax If it is up and running, means it is a NETWORKING PROBLEM.
20.3 SWITCHware System Administration Manual Zaptel Trunks In this chapter we will cover: - Unable to load channel 20.3.1 Unable to load channel Error message: == Parsing '/etc/asterisk/zapata.conf': Found May 27 01:11:45 WARNING[29301]: chan_zap.c:10735 setup_zap: Ignoring dtmf_pin May 27 01:11:45 WARNING[29301]: chan_zap.c:924 zt_open: Unable to specify channel 1: No such device May 27 01:11:45 ERROR[29301]: chan_zap.
