Dial-Office IP-PBX software - Administrator guide version 4.1.0

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Dial-Office is a full-featured IP-PBX software solution for businesses of all sizes. Based entirely on the SIP standard platform, Dial-Office provides advanced business telephone features that were previously available only with costly proprietary PBX-based telephone systems.

Operating within a wide range of gateways, IP phones, and ATAs, as well as with legacy TDM and IP networks, Dial-Office provides high voice quality and supplies end users with interactive tools that increase productivity, lower communication costs, and enhance customer service.
If you’re new to Dial-Office, consult our Admin Guide, a rich source of info and tips to help you get the most out of your Dial-Office software.

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Dial-Office IP-PBX software - Administrator guide version 4.1.0

  1. 1. © 2013 by Dialexia Communications, Inc. All Rights Reserved Dial-Office Administrator Guide
  2. 2. Dial-Office Administrator Guide Version 4.1.0 Revision 1
  3. 3. Dial-Office is a registered trademark of Dialexia Communications, Inc. All Rights Reserved. This document is supplied by Dialexia Communications, Inc for information purposes only to licensed users of the Dial-Office software and is supplied on an “AS IS” basis, that is, without any warranties whatsoever, express or implied. Information in this document is subject to change without notice and does not represent any commitment on the part of Dialexia Communications, Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license agreement. It is against the law to copy or use this software except as specifically allowed in the license. No part of this document may be reproduced, republished or retransmitted in any form or by any means whatsoever, whether electronically or mechanically, including, but not limited to, by way of photocopying, recording, information recording or through retrieval systems, without the express written permission of Dialexia Communications, Inc. Dial-Office Administrator Guide © 2013 by Dialexia Communications, Inc. All Rights Reserved
  4. 4. Dial-Office Administrator GuideII © 2013 by Dialexia Communications, Inc. All Rights Reserved Table of Contents Chapter 1 Read this first! 1-2 ................................................................................................................................... 1-2If you have just installed a new system ................................................................................................................................... 1-3For tasks you need to do only as required ................................................................................................................................... 1-6Dial-Office services ................................................................................................................................... 1-7Learning how to work with Dial-Office pages .......................................................................................................................................................... 1-8Related icons .......................................................................................................................................................... 1-9Paging through a list .......................................................................................................................................................... 1-9Searching a list .......................................................................................................................................................... 1-11Sorting a list .......................................................................................................................................................... 1-12Hiding and redisplaying columns ................................................................................................................................... 1-13Related documentation Chapter 2 Setting up the server 2-2 ................................................................................................................................... 2-2Modifying server settings .......................................................................................................................................................... 2-4Completing the fields on the General tab ......................................................................................................................................................... 2-4Configure general server settings ......................................................................................................................................................... 2-6Configure SMTP server settings .......................................................................................................................................................... 2-7Completing the fields on the Call Controller tab .......................................................................................................................................................... 2-10Completing the fields on the IVR Server tab .......................................................................................................................................................... 2-12Completing the fields on the Voicemail Server tab ......................................................................................................................................................... 2-13Configure general Voicemail Server settings ......................................................................................................................................................... 2-14Customize email notification messages .......................................................................................................................................................... 2-17Completing the fields on the Park Orbit tab .......................................................................................................................................................... 2-18Completing the fields on the Conference tab .......................................................................................................................................................... 2-19Configure Telephony services .......................................................................................................................................................... 2-24Completing the fields on the QoS tab Chapter 3 Setting up tenants and the IVR 3-2 ................................................................................................................................... 3-2Setting up the main tenant ................................................................................................................................... 3-9Creating additional tenants ................................................................................................................................... 3-10Setting up the IVR .......................................................................................................................................................... 3-12General Settings .......................................................................................................................................................... 3-12Setting languages .......................................................................................................................................................... 3-14Configuring menus Chapter 4 Working with call permissions and digit filters 4-2 ................................................................................................................................... 4-3Working with call permissions .......................................................................................................................................................... 4-3Adding a permission .......................................................................................................................................................... 4-6Modifying a permission .......................................................................................................................................................... 4-7Deleting a permission ................................................................................................................................... 4-8Working with digit filters .......................................................................................................................................................... 4-8Adding a digit filter
  5. 5. IIIContents © 2013 by Dialexia Communications, Inc. All Rights Reserved .......................................................................................................................................................... 4-10Modifying a digit filter .......................................................................................................................................................... 4-14Deleting a digit filter Chapter 5 Working with gateways and domains 5-2 ................................................................................................................................... 5-3Adding a gateway or domain ................................................................................................................................... 5-9Modifying a gateway or domain ................................................................................................................................... 5-11Deleting a gateway or domain Chapter 6 Adding and forwarding numbers 6-2 ................................................................................................................................... 6-2Adding numbers to the Numbers Pool ................................................................................................................................... 6-5Forwarding numbers Chapter 7 Working with users 7-2 ................................................................................................................................... 7-2Adding a user .......................................................................................................................................................... 7-5Completing the fields on the General tab .......................................................................................................................................................... 7-10Completing the fields on the Routing tab .......................................................................................................................................................... 7-13Completing the fields on the Voice Mail tab .......................................................................................................................................................... 7-14Completing the fields on the Presence Monitoring tab .......................................................................................................................................................... 7-15Completing the fields on the Group Membership tab ................................................................................................................................... 7-17Modifying default user settings ................................................................................................................................... 7-18Deleting a user ................................................................................................................................... 7-19Exporting users .......................................................................................................................................................... 7-20Modifying a user Chapter 8 Working with user groups 8-2 ................................................................................................................................... 8-2Adding a group ................................................................................................................................... 8-5Modifying a group .......................................................................................................................................................... 8-6Adding members to a group .......................................................................................................................................................... 8-7Deleting members from a group ................................................................................................................................... 8-8Deleting a group Chapter 9 Working with park orbits 9-2 ................................................................................................................................... 9-2Creating a new Park Orbit ................................................................................................................................... 9-4Modifying a Park Orbit ................................................................................................................................... 9-4Deleting a Park Orbit ................................................................................................................................... 9-5Monitor Parked Calls Chapter 10 Working with web access 10-2 ................................................................................................................................... 10-2Adding web access ................................................................................................................................... 10-5Updating a user’s web access password ................................................................................................................................... 10-6Deleting a user’s web access ................................................................................................................................... 10-7Configuring administrator login settings
  6. 6. Dial-Office Administrator GuideIV © 2013 by Dialexia Communications, Inc. All Rights Reserved ................................................................................................................................... 10-9Monitoring web connection logs .......................................................................................................................................................... 10-10Exporting web connection logs .......................................................................................................................................................... 10-11Deleting web connection logs Chapter 11 Provisioning devices 11-2 ................................................................................................................................... 11-2Adding a device ................................................................................................................................... 11-4Assigning users to device lines ................................................................................................................................... 11-6Setting up a Device .......................................................................................................................................................... 11-7Setting up Aastra devices .......................................................................................................................................................... 11-9Setting up the ATCOM AT-510 .......................................................................................................................................................... 11-10Setting up the AudioCodes MP 202 .......................................................................................................................................................... 11-11Setting up Cisco devices .......................................................................................................................................................... 11-14Setting up Grandstream devices .......................................................................................................................................................... 11-15Setting up Linksys devices .......................................................................................................................................................... 11-16Setting up the Mediatrix 2102 .......................................................................................................................................................... 11-19Setting up Polycom devices ................................................................................................................................... 11-20Deleting a device Chapter 12 Working with conferences (license enabled) 12-2 ................................................................................................................................... 12-2Creating a conference call ................................................................................................................................... 12-6Joining a conference call ................................................................................................................................... 12-6Displaying Online Users ................................................................................................................................... 12-6Displaying completed and canceled conference calls Chapter 13 Working with Media Library 13-2 ................................................................................................................................... 13-2Manage IVR Audio Files ................................................................................................................................... 13-4Manage Conference Greetings ................................................................................................................................... 13-6Manage Music on Hold Chapter 14 Monitoring Calls 14-2 ................................................................................................................................... 14-2Monitoring registered users ................................................................................................................................... 14-2Unregistering users ................................................................................................................................... 14-3Monitoring current calls ................................................................................................................................... 14-4Monitoring call records ................................................................................................................................... 14-5Deleting call records ................................................................................................................................... 14-7Exporting call records ................................................................................................................................... 14-8Playing back recorded calls ................................................................................................................................... 14-10Monitoring logs ................................................................................................................................... 14-11Deleting log records Chapter 15 Ongoing maintenance 15-2 ................................................................................................................................... 15-2Backing up the database
  7. 7. VContents © 2013 by Dialexia Communications, Inc. All Rights Reserved ................................................................................................................................... 15-3Starting and stopping services ................................................................................................................................... 15-4Restarting Dial-Office ................................................................................................................................... 15-5Checking the version of your Dial-Office modules ................................................................................................................................... 15-6Ordering additional licenses ................................................................................................................................... 15-8Installing an upgrade Index I-1
  8. 8. Chapter 1
  9. 9. Chapter 1 Read this first! 1-2 © 2013 by Dialexia Communications, Inc. All Rights Reserved Chapter 1 Read this first! Introduction This guide is intended for Dial-Office administrators. It will walk you through the initial customization of your system, and help you make changes as required. It also describes the tasks you need to do on an ongoing basis to maintain your system. Dial-Office Overview Dial-Office is a full-featured IP-PBX solution. Based entirely on the SIP standards platform, Dial-Office provides advanced features that were previously available only with costly proprietary PBX-based telephone systems. Moreover, since Dial-Office runs on VoIP technology, it seamlessly connects remote branches of a given enterprise together. Dial-Office can operate with gateways, IP-phones, and ATAs, as well as with legacy TDM and IP networks. It has many features including integrated voice mail, call conferencing, group paging, unified messaging, and remote-worker support. Fully scalable, this IP-PBX provides high voice quality and supplies end users with interactive tools that increase productivity, lower communication costs, and enhance customer service. If you have just installed a new system When you are initially setting up your system, it is important to work in a certain order for efficiency. For example, when you are setting up gateways or domains, you will be asked to assign a permission. If you haven’t set up permissions yet, that means you have to leave this blank and go back to it later. When you set up devices, you need to assign a user to each device. If you haven’t set up users yet, you can’t set up the device. To avoid such problems, we recommend that you set up your system in the following order: Task Where to find instructions 1 Use the Installation Wizard to configure Dial-Office CHAPTER 2 2 Set up server settings and company information CHAPTER 3 3 Set up tenants and the IVR CHAPTER 4 4 Add call permissions (who can call where) CHAPTER 5
  10. 10. 1-3 © 2013 by Dialexia Communications, Inc. All Rights Reserved Task Where to find instructions 5 Add digit filters (adds digits to or removes digits from the beginning of a phone number) - Optional CHAPTER 5 6 Add the gateways and domains you require CHAPTER 6 7 Populate the Numbers Pool and define forwarding options for numbers CHAPTER 7 8 Add users CHAPTER 8 9 Add groups (if using) CHAPTER 9 10 Create administrator and user web accounts and define administrator login settings CHAPTER 10 11 Set up your devices CHAPTER 11 For tasks you need to do only as required Check the list below for how to perform typical tasks. If you don’t find what you want in the list, use the index or search features in the online help to find information relating to your task. For example, if you need to add users you could search for “user” to locate the chapter that describes user tasks. Here are some typical examples of tasks that arise after the system is up and running. Task Where to find instructions Employees You have a new user CHAPTER 8, Adding a user CHAPTER 11, Assigning users to device lines OR Appendix A, Device Configuration
  11. 11. Chapter 1 Read this first! 1-4 © 2013 by Dialexia Communications, Inc. All Rights Reserved Task Where to find instructions A user has left the company CHAPTER 8, Deleting a user CHAPTER 11, Deleting a device A user’s phone is being replaced but the extension will remain the same CHAPTER 11, Deleting a device, Adding a device, and Assigning users to device lines Appendix A, Device Configuration A user wants to allow callers to reach him directly at his extension using a Direct Inward Dialing (DID) number. CHAPTER 8, Completing the fields on the General tab You would set up an alias containing the full phone number reachable by direct dialing. (e.g. 15149999999) A user wants all his permissions to be available from any phone. CHAPTER 8, Completing the fields on the General tab You would make sure the parameter Access from other phones is selected and assign a PIN to the user if they don’t already have one. A user needs to be added to or removed from a group CHAPTER 9, Adding members to a group and Deleting members from a group A user reports that his or her name has changed There are two scenarios depending on whether you set up user IDs in the format firstname.lastname or as an extension number. If you set up user IDs in the format firstname.lastname, you must delete the user whose name has changed and then add him or her again to the system. See CHAPTER 8, Deleting a user and Adding a user. If you set up user IDs as extension numbers, you can simply change the user's name. See CHAPTER 8, Modifying a user A user’s extension number changes There are two scenarios depending on whether you set up your user IDs in the format firstname.lastname or as an extension number.
  12. 12. 1-5 © 2013 by Dialexia Communications, Inc. All Rights Reserved Task Where to find instructions If you set up user IDs in the format firstname.lastname, you can simply change the extension number and reboot the phone. See CHAPTER 8, Completing the fields on the General tab If you set up user IDs as extension numbers, you must delete the user whose extension has changed and then add him or her again to the system with the new extension number. See CHAPTER 8, Deleting a user as well as Adding a user. Then reassign the new extension to the same device the user was using. See CHAPTER 11, Assigning users to device lines and Appendix A, Device Configuration A user needs permission to make international calls CHAPTER 8, Completing the fields on the Routing tab A user needs to have voice mail at his extension CHAPTER 8, Completing the fields on the Voice Mail tab A user needs to reset his or her PIN code CHAPTER 8, Completing the fields on the General tab A user needs to reset his or her web password CHAPTER 10, Modifying a user’s web access password A user wants to have his or her web user name changed CHAPTER 10, Deleting a user’s web access and Adding web access Devices You have 5 PAP2 devices that are fully occupied and you need room for some new employees. Adding a new PAP2 device would be the solution to support the new users. CHAPTER 11, Adding a device and Assigning users to device lines OR Appendix A, Device Configuration Filters for telephone numbers (digit filters) You have a new provider for a certain type of calls. CHAPTER 5, Adding a digit filter
  13. 13. Chapter 1 Read this first! 1-6 © 2013 by Dialexia Communications, Inc. All Rights Reserved Task Where to find instructions As a result, everyone will be able to make long distance calls. However, you must dial 999 before the phone number in order to use the provider Holidays You have to enter the dates that holidays will be observed for the coming year so that the proper Holiday Greeting message picks up CHAPTER 4, Setting up the main tenant Maintenance You need an upgrade so you can have more concurrent or registered users at one time CHAPTER 14, Ordering additional licenses and Installing an upgrade You have to provide the length of time that anyone spent talking to a particular phone number – for billing purposes CHAPTER 13, Exporting call records The database needs to be backed up CHAPTER 14, Backing up the database The system is not responding CHAPTER 14, Restarting Dial-Office Dial-Office services Dial-Office consists of a number of running services, each with a specific purpose, as described below: Call Controller: Manages the SIP server. IVR Manages the the Interactive Voice Response (IVR) system. Voicemail Manages voicemail system. Park Manages Park orbits server. Alerter: Monitors Dial-Office, informing the administrator of any operational issues that arise. Dial-Alerter can be set to send the administrator
  14. 14. 1-7 © 2013 by Dialexia Communications, Inc. All Rights Reserved an email when there is a problem. Conference: Manages the conference module. Paging: Enables groups of type Paging to work. Web: Allows users to access Dial-Office through a web browser. Two types of web interfaces exist: the administrator interface and the user interface. I. For information on configuring Dial-Office's services, see Modifying server settings. II. You can start or stop a service from the Maintenance page. Learning how to work with Dial-Office pages When you log in to Dial-Office as the administrator, the following page appears with a list of registered users: Since many Dial-Office pages have the same format, we'll use this page as an example to show you what you can do: · Clicking an icon at the top of the page causes related icons to appear in the row below. · You can page through the list using the paging icons. · You can search the list using the filter function.
  15. 15. Chapter 1 Read this first! 1-8 © 2013 by Dialexia Communications, Inc. All Rights Reserved · You can sort the list by any heading. · You can hide and redisplay columns of information. Related icons Clicking any of the icons at the top of the page causes related icons to appear in the row below. The figure below shows the icons that appear when you expand Users and Groups: Icons that appear when you click Users Icons that appear when you click Groups The next figure shows the icons that appear when you expand Call Monitoring: Icons that appear when you click Call Monitoring
  16. 16. 1-9 © 2013 by Dialexia Communications, Inc. All Rights Reserved Paging through a list When many records are listed on a page, you can use the arrows circled below to scroll through the list. Paging through a list of records Click to go to the first page in the list. Click to go to the last page in the list. Click to go to the next page in the list. Click to go to the previous page in the list. Searching a list To quickly find a particular record in whatever list is being displayed, you can search for a record using the filter fields circled in the figure below. Searching a list using the filter To use the filter fields to search for a record: 1. Beside Filter By, click and choose one of the column headings. For example, if you are in the Users page, the headings would be User ID, First Name, Last Name, Extension, Display Number, Display Name, Tenant, and Voice Mail Type. (The headings will vary depending on the page you are on.) The system automatically inserts Like into the second box.
  17. 17. Chapter 1 Read this first! 1-10 © 2013 by Dialexia Communications, Inc. All Rights Reserved 2. If you want to change Like to another value, click and choose another value. Other possible values are: · Like · Not Like · = · <= · >= · <> 3. Enter a value in the third box. This value is compared to the column heading in the first box based on the comparison symbol you select in the second box. Keep in mind that you can use the wildcard asterisk ( * ) to denote any number of unspecified characters. For example, to display all the extensions that start with the prefix 20, enter the value 20*. 4. Click . Example - Filtering by a specific Name The following figure shows a query carried out in the Users page after filtering by the first name of John. Filtering fields circled When you click , the only records now appearing in the list will be users with a first name of John, as shown below. Results of a search
  18. 18. 1-11 © 2013 by Dialexia Communications, Inc. All Rights Reserved Redisplaying hidden records To redisplay all records in the list after you have finished searching: 1. Beside Filter By, click and choose No Filtering. Redisplaying all records 2. Click . All records will now be displayed. Sorting a list When a page first appears, all records are sorted in ascending or descending order based on a particular column. For example the figure below shows the registered users in descending order based on the Expiration Date column. Records are sorted in descending order based on the Expiration Date column You can sort the list by another heading by clicking on it. In the figure below the records are sorted by Port. Clicking another heading sorts the records in ascending order based on that heading
  19. 19. Chapter 1 Read this first! 1-12 © 2013 by Dialexia Communications, Inc. All Rights Reserved Clicking the same heading again sorts the list into descending order, as shown below. Clicking the same heading again sorts the list into descending order Hiding and redisplaying columns Each column heading has an icon beside it. You can hide any column by clicking the to the right of its title as shown below. Location of the icon To hide the Expiration Date column, you would click the icon circled in the previous figure. The page now looks like the one in the figure below. One column is hidden To redisplay the hidden column, right-click anywhere in the heading row to display a menu as shown below. Redisplaying the hidden column The menu lists all column headings, with a check mark beside the ones that are currently displayed. Clicking a column heading without a check mark causes the column to be redisplayed, as shown in the figure below.
  20. 20. 1-13 © 2013 by Dialexia Communications, Inc. All Rights Reserved Hidden column is redisplayed Related documentation In addition to this manual you may want to refer to the following documents found on the Dial-Office CD: · Dial-Office Administrator Guide - Installation · Dial-Office VoIP NAT/Firewall Recommendations
  21. 21. Chapter 2
  22. 22. 2-2 © 2013 by Dialexia Communications, Inc. All Rights Reserved Chapter 2 Setting up the server Overview If you used the Installation Wizard to configure basic settings for your system as described in CHAPTER 2, the fields you completed there will automatically be filled in for you. What are server settings? Server settings are where you define system information that controls how Dial-Office runs. Setting up the server includes entering information such as: · The server where Dial-Office is running. · The mail server used by Dial-Office to send email messages. · Call Controller, IVR Server, Voicemail Server and Conference settings. Modifying server settings This section describes how to set up: · The server where Dial-Office is running. · The mail server used by Dial-Office to send e-mail messages. · Call Controller, IVR Server, Voicemail Server and Conference settings. Upon clicking Settings and then Server Settings, the following page appears:
  23. 23. Chapter 2 Setting up the server 2-3 © 2013 by Dialexia Communications, Inc. All Rights Reserved Edit Server page with the General tab expanded The Edit Server page contains eleven tabs. They are described in the table below. In the previous figure the General tab is expanded and the other eight tabs are collapsed. You can expand a tab by clicking on it. Description of tabs on the Edit Server page Tab Description of contents General Set up the IP addresses or DNS names of Dial-Office. Call Controller Set up the Call Controller server. IVR Server Set up the Auto Attendant system. Voicemail Server Set up the Voice Mail system. Park Orbit Server Set up the Park Server. Conference Set up the conference module
  24. 24. 2-4 © 2013 by Dialexia Communications, Inc. All Rights Reserved Tab Description of contents Telephony Services View and update Telephony Services code List. QoS Change the quality of service parameters. Product Information See all installed Dial-Office modules version and license details. Dial-Alerter Set up the tool that monitors Dial-Office and reports any operational issues that arise. License Information See details about your license. Installing an upgrade Request additional licenses. Completing the fields on the General tab The General tab contains two sections. The first section involves the setup of Dial-Office's Company name, administrator email and TFTP server address. And the second section involves the SMTP server setup. Configure general server settings We describe how to configure the general server settings and the SMTP server settings in the following steps: 1. If the General tab is not already expanded as shown below, click the tab to expand it.
  25. 25. Chapter 2 Setting up the server 2-5 © 2013 by Dialexia Communications, Inc. All Rights Reserved General server settings 2. Complete the fields on the General tab as described in the table below. Shaded fields are optional. Unshaded fields are required. Completing the server settings fields on the General tab Field Name How to Complete Company Name The name of your company Administrator The email address of the person who is responsible for Dial-Office
  26. 26. 2-6 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Email administration at your company. This email will be used for notifications. TFTP Server Address The IP address of the server where you store configuration files for your SIP devices. Configure SMTP server settings In addition to the general server settings, the General tab contains the SMTP server settings. SMTP server settings 3. Complete the SMTP server settings as described in the table below. Field Name How to Complete SMTP Server The DNS name or IP address of the mail server you want to use. SMTP Port The SMTP server's port. If you do not specify a port, Dial-Office uses 25 for non-SSL connection and 465 for SSL connection.
  27. 27. Chapter 2 Setting up the server 2-7 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Use SSL Select this check box to enable a Secure Socket Layer connection between Dial-Office and the SMTP server. An SSL connection encrypts data transmitted between the two servers, ensuring it remains secure from anyone with malicious intentions who wants to "listen" in. Make sure the SMTP server you use supports SSL. Use authentication Select this check box if the SMTP server requires authentication. User If the SMTP server requires authentication, enter the user name and password here. Password 4. Click . The general server settings and SMTP server settings get saved. 5. Restart your system for the settings to take effect. Completing the fields on the Call Controller tab The Call Controller tab enables you to set up the SIP Back to Back server. The back to back server forwards requests to other servers. 1. Click the tab beside the General tab to expand it as shown below.
  28. 28. 2-8 © 2013 by Dialexia Communications, Inc. All Rights Reserved Edit Server page with Call Controller tab expanded 2. Complete the fields on the Call Controller tab as described in the table below. Shaded fields are optional. Unshaded fields are required. Completing the fields on the Call Controller tab Field Name How to Complete Host IP/Domain If the machine on which Dial-Office is running has a DNS name, type it here. OR If the machine on which Dial-Office is running does not have a DNS name, type its IP address.
  29. 29. Chapter 2 Setting up the server 2-9 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete NAT is Enabled Check this checkbox if Call Controller is located on a private server and is behind a NAT/firewall. By selecting this option, Call Controller will handle NAT/Firewalls Traversal, which enables for example teleworkers to receive calls to their extensions when they are working away from the office. For more information, refer to the Dial-Office VoIP NAT/Firewall Recommendations guide found on the Dial-Office CD. NAT IP/Domain If NAT is Enabled is checked, enter the IP address of the NAT/firewall. Otherwise, this field is disabled. Aliases The list of alternate IP addresses or DNS names. We recommend that you complete them as follows. If Host IP/Domain contains a DNS name: • Add the corresponding IP address. Depending on your setup of the Dial-Office server, this could either be a private or a public IP address. • You can also enter any other DNS names or IP addresses assigned to Dial-Office. If Host IP/Domain contains an IP address: • Enter any other IP addresses or DNS names assigned to Dial-Office. Listening Port The port that Call Controller uses for listening to incoming SIP messages. The default is 5060. Protocol Choose UDP or TCP as the packet transport protocol. UDP is relatively fast but unreliable. TCP is relatively slower but reliable. For now, we accept only UDP protocol. “From” Email Address The sender name that you want to appear in the “From” field of emails that Call Controller sends to the administrator in case of a problem. Realm Whenever the proxy server receives a request for authentication, it uses the contents of this field. We recommend that you use your domain name as the realm. Example: sip.mycompany.com
  30. 30. 2-10 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Registration Grace Period SIP devices register themselves automatically with the proxy server at regular intervals. This field enables you to specify a grace period so that if a device fails to register itself on schedule, due to heavy loads for example, it will not be unregistered until after the grace period is up. Usually devices need to register every hour. If you leave the grace period set to the default of 600 seconds, the system will wait another 10 minutes before unregistering the device. Folder Containing Recorded Calls The location where you want Dial-Office to store recorded calls for users and groups. (For more information about recording a user’s conversations, see Completing the fields on the General tab in CHAPTER 8. For more information about recording a group’s conversations, see Adding a group in CHAPTER 9.) 3. When you have finished, click . The Call Controller settings get saved. 4. Restart your system for the settings to take effect. Completing the fields on the IVR Server tab Use the IVR Server tab to configure IVR module, such as specify its IP address, port and inputs handling. To configure IVR module settings, click the tab to expand it as shown below:
  31. 31. Chapter 2 Setting up the server 2-11 © 2013 by Dialexia Communications, Inc. All Rights Reserved Edit Server page with IVR Server tab expanded 1. Complete the fields on the IVR Server tab as described in the table below. Shaded fields are optional. Unshaded fields are required. Completing the fields on the IVR Server tab Field Name How to Complete IP Address The IVR Server's IP address. Usually the IVR module exists in the same machine as Dial-Office, so enter the same IP address as Dial-Office
  32. 32. 2-12 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Listening Port This is the port on which IVR communicates with Call Controller. The default is 5092. Protocol Choose UDP or TCP as the packet transport protocol. UDP is relatively fast but unreliable. TCP is relatively slower but reliable. Preferred CODEC (special license needed for CODEC G729) IVR's preferred CODEC. If you select G729, - available only to licensed versions of Dial-Office – IVR Server uses this low-bandwidth CODEC with phones and gateways that support it. Otherwise, IVR can use PCMU. If you select None, IVR System uses the preferred CODEC of the phone or gateway. IVR Input Handling Maximum Extension Length The maximum number of digits allowed in extension numbers. Minimum Extension Length The minimum number of digits allowed in extension numbers. Maximum Input for Spelling Mode The number of characters the caller inputs when accessing spelling mode. The system attempts to match the input to a name in the directory (usually the minimum is 3 characters). Maximum Input Length This is the maximum number of digits that will be interpreted by IVR. When this number is reached, IVR will stop accepting digits and attempt to process the number. 2. When you have finished, click . The IVR Server settings get saved. Completing the fields on the Voicemail Server tab The Voicemail Server tab contains two sections: · General Voicemail Server settings · E-mail notification messages
  33. 33. Chapter 2 Setting up the server 2-13 © 2013 by Dialexia Communications, Inc. All Rights Reserved Configure general Voicemail Server settings In the first section, you configure Voicemail Server's general settings, such as specify its IP address, ports and recording path. Use the Voicemail Server tab to configure Voicemail module, such as specify its IP address, recording path and email notification messages. 1. Click the tab to expand it as shown below. VoiceMail Server general settings 2. Complete the fields as described in the table below. Shaded fields are optional. Unshaded fields are required. Completing Voicemail Server's general settings Field Name How to Complete IP Address The Voicemail Server's IP address. Usually the Voicemail module exists in the same machine as Dial-Office, so enter the same IP address as Dial-Office. Listening port This is the port on which Voicemail Server communicates with Call Controller. The default is 5090. Protocol Choose UDP or TCP as the packet transport protocol. UDP is relatively fast but unreliable. TCP is relatively slower but reliable. Voicemail Notification The e-mail address used by Voicemail Server when sending messages to users notifying them that they have new voice mail.
  34. 34. 2-14 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Email "From" Address (This will only be used if you choose a voice mail type that includes e-mail. For more information about voice mail types, see Completing the fields on the Voice Mail tab.) Non Unified Voice Messages Folder The location where you want Dial-Office to store voice-mail messages for users of non-unified voice-mail. (This will only be used if you select Non-Unified as the voice mail type of a user. For more information about voice mail types, see Completing the fields on the Voice Mail tab.) 3. When you have finished, click . The Voicemail Server general settings get saved. Customize email notification messages In this section, you customize the e-mail notification messages that voicemail server sends to users as well as to the Dial-Office administrator. To customize e-mail notification messages: 1. In the same page, click the icon beside Email Notification Messages to expand it.
  35. 35. Chapter 2 Setting up the server 2-15 © 2013 by Dialexia Communications, Inc. All Rights Reserved E-mail notification messages 2. Customize the e-mail notification messages. The table below describes each type of message.
  36. 36. 2-16 © 2013 by Dialexia Communications, Inc. All Rights Reserved You can insert several types of variables into a message. For example, you can insert the code associated with the Telephony service Read Voicemail by inserting the variable 'Voice Mail Code' into a message. Descriptions of e-mail notification messages Message Description Typical Message Enter the e-mail message body you want unified voice mail users to receive when they get new voice mail. Alert Message Enter the e-mail message body you want non-unified voice mail users to receive when they get new voice mail. Aborted Message Enter the e-mail message body you want voice mail users to receive when a caller hangs up within 3 seconds of leaving a voice message. Recorded Conversation Message Enter the e-mail message body you want users to receive when they use the Record Conversation service. Admin Service Warning Message Enter the e-mail message body you want the administrator to receive when a user exceeds 75% of his or her voice mail disk quota. User Service Warning Message Enter the e-mail message body you want voice mail users to receive when they get new voice mail, but in the process their voice mail disk quota exceeds 75%. Admin Service Error Message Enter the e-mail message body you want the administrator to receive every time a caller tries to leave a voice message to a user who has used up all of his or her voice mail disk quota. User Service Error Message Enter the e-mail message body you want voice mail users, who have used up all of their voice mail disk quota, to receive every time callers try to leave them a voice message. Voicemail module allows a caller to finish recording a message, even if the user exceeds his or her voice mail disk quota as the caller records the message.
  37. 37. Chapter 2 Setting up the server 2-17 © 2013 by Dialexia Communications, Inc. All Rights Reserved 3. When you have finished, click . The customized e-mail notification messages get saved. Completing the fields on the Park Orbit tab Use the Park Orbit tab to configure your Park module, such as specify its IP address, port and protocol. To configure you Park Orbit module settings, click the tab to expand it as shown below: Edit Server page with Park Orbit tab expanded 1. Complete the fields on the Park Orbit tab as described in the table below. Shaded fields are optional. Unshaded fields are required. Completing the fields on the IVR Server tab Field Name How to Complete IP Address The Park Orbit's IP address. Usually the Park Orbit module exists in the same machine as Dial-Office, so enter the same IP address as Dial-Office. Listening Port This is the port on which Park Orbit Server communicates with Call Controller. The default is 5072. Protocol Choose UDP or TCP as the packet transport protocol. UDP is relatively fast but unreliable. TCP is relatively slower but reliable. 2. When you have finished, click .
  38. 38. 2-18 © 2013 by Dialexia Communications, Inc. All Rights Reserved The Park Orbit settings get saved. Completing the fields on the Conference tab Use the Conference tab to configure your conference module, such as specify its IP address, port and recording path. This module requires a special conference enabled Dial-Office license to function. Configuring general parameters The first part of configuring the conference module involves setting up its general parameters as described in the following steps: 1. Click the tab to expand it as shown below. Conference tab 2. Complete the fields on the Conference tab as described in the table below.
  39. 39. Chapter 2 Setting up the server 2-19 © 2013 by Dialexia Communications, Inc. All Rights Reserved Shaded fields are optional. Unshaded fields are required. Completing the fields on the Conference tab Field Name How to Complete Conference IP The conference module's IP address. Usually the conference module exists in the same machine as Dial-Office, so enter the same IP address as Dial-Office. Conference Port The conference module's port. If the conference module exists in the same machine as Dial-Office, enter 5810. Recording Path The location where you want Dial-Office to store recorded conference calls. For more information about recording conference calls, see Creating a conference call in CHAPTER 12. Conference Number The list of conference access numbers. To add conference numbers, you must first add them to the Numbers Pool. Assign access numbers to conference calls so that external attendees can join in. To learn how to assign access numbers to conference calls, see Creating a conference call in CHAPTER 12. Default Greeting File Name For each language, English, French and Spanish, select the default Greeting file that you may have previously uploaded in Media Library. These values represent the <Default> value that you can choose as Greeting Audio File when adding or updating a conference. 3. When you have finished, click . The conference settings get saved. Configure Telephony services In the last section, you configure the telephony services. Services are usually options a user has when making calls, such as recording a conversation or parking a call. To configure the telephony services: 1. Click the tab to expand it.
  40. 40. 2-20 © 2013 by Dialexia Communications, Inc. All Rights Reserved Dial-Media services 2. Review the services. We recommend keeping them at their default codes. The table below explains each star service (*). Descriptions of the Telephony services Service Description Overhead Paging Users can dial the default code (*93) and then begin speaking to broadcast a message over a loud speaker system installed in the office. The loud speaker system must be connected to the Dial-Office server. Record Conversation When a user dials the default code, plus a destination number (e.g. *905145550100), Dial-Office records his or her conversation. Afterward, the recorded call appears in the user’s voice mail box. Note that users who do not have voice mail cannot use this feature.
  41. 41. Chapter 2 Setting up the server 2-21 © 2013 by Dialexia Communications, Inc. All Rights Reserved Service Description Conference A user can dial the default code (*88) to join an ongoing conference call. Pickup Call A user can dial the default code (*20) to pick up a call from an IP phone to another. Redial the last called number A user can dial the default code (*39) to redial the last called number. Per Call Block Caller ID (Useful in companies where they decided not to block Caller ID at a company level.) The number that users can key in if they want to block Caller ID information on a particular call. To invoke this service, a user dials *67 before the destination number. If you want to change the default code, click to display a window, then type the new code. Activation Call Forward On busy or no answer When users dial the default code (*68) and followed by the target number, all user incoming calls will be forwarded to this number on busy or no answer. Activation Call Forward When users dial the default code (*72) and followed by the target number, all user incoming calls will be forwarded to this number. Deactivation Call Forward When users dial the default code (*73), Dial-Office system deactivate user call forwarding. Activation Do Not Disturb When users dial the default code (*78) and followed by the target number, all user incoming calls will be forwarded to this number if Do Not Disturb status is on. Deactivation Do Not Disturb When users dial the default code (*73), Dial-Office system deactivate user call forwarding on Do Not Distrub. Per Call Allow/Enable Caller ID (Useful in companies where they decided to block Caller The number that users can key in if they want to allow their Caller ID information to appear to called parties on a per call basis. To invoke this service, a user dials *82 before the destination number.
  42. 42. 2-22 © 2013 by Dialexia Communications, Inc. All Rights Reserved Service Description ID at a company level.) If you want to change the default code, click to display a window, then type the new code. Deactivation Call Forward On busy or no answer When users dial the default code (*88), Dial-Office system deactivate user call forwarding on busy or no answer. Restricted Calls This code is used internally by the system for PIN authentication. The system uses this number when PIN authentication is enabled. For example, if long distance calls are restricted and the user dials a long distance call, the IVR system intervenes by appending *89 to the number and asking for a PIN. If the PIN is correct, the system processes the long distance call. For more information on PIN authentication, refer to CHAPTER 5. Activation Call Forward On busy When users dial the default code (*90) and followed by the target number, all user incoming calls will be forwarded to this number on busy line. Deactivation Call Forward On busy When users dial the default code (*91), Dial-Office system deactivate user call forwarding on busy. Activation Call Forward On no answer When users dial the default code (*92) and followed by the target number, all user incoming calls will be forwarded to this number on no answer. Deactivation Call Forward On no answer When users dial the default code (*93), Dial-Office system deactivate user call forwarding on no answer. Park Call Parking a call is temporarily putting it on hold so you can pick it up at another phone. To park a call, a user dials * plus the default code plus an extension (e.g. *94201). As a result, Dial-Office parks the call at the extension.
  43. 43. Chapter 2 Setting up the server 2-23 © 2013 by Dialexia Communications, Inc. All Rights Reserved Service Description Example: A secretary receives an external call and wishes to transfer that call to an employee (with extension 201) who is on the phone. The secretary asks the caller to wait on the line while she parks the call for extension 201. Extension 201 receives a Message Waiting Indicator (MWI) signalling a parked call. The caller hears music on hold until extension 201 picks up the parked call. Retrieve Parked Call Users can dial the default code (*95) to pick up a parked call from the extension where the call is waiting. Read Voicemail Users can dial the default code (*98) to listen to their voice mail. A PIN code is required if the users enabled PIN authentication from their web accounts. In addition, users can use the Read Voicemail service to: · Record their name (announced to callers). · Record their personal greeting message. Note that each type of status can have its own greeting message. A user must record the greeting message of a particular status while he or she is in that status. · Change their availability status. · Change a tenant's greeting message and main menu prompt. To do that, users need to know the administrator extension and PIN. Note that every alias of a tenant can have its own greeting message and main menu prompt. Leave Voicemail A user can dial the default code, plus another user's extension (e.g. *99201) to leave a voice message directly in that user's voice mail box. The user leaving the message hears no ringing in the process. 3. To change the default code associated with a service, click beside the code. A window appears where you can type a different code.
  44. 44. 2-24 © 2013 by Dialexia Communications, Inc. All Rights Reserved 4. Enter the new code and click . Completing the fields on the QoS tab The QoS tab enables you to change the defaults affecting voice quality in your network. We recommend that you do not deviate from the suggested values. To display the fields of the QoS tab: · Click the tab to expand it as shown below. Edit Server page with QoS tab expanded The top section (DSCP fields) is for Layer 3 QoS. For details on standard values to enter here, see the following RFCs: 2474, 2475, 2638, 2597, 2698 and 2859.
  45. 45. Chapter 3
  46. 46. 3-2 © 2013 by Dialexia Communications, Inc. All Rights Reserved Chapter 3 Setting up tenants and the IVR Overview After setting up the server we recommend that you set up the tenants and the IVR. Depending on your license restrictions, you may or may not be able to create multiple tenants. What is a tenant? Dial-Office's IVR system supports multi-tenants. Each tenant can have its unique language settings, menu options, greeting messages, and customized sounds. For example, you can use a multi-tenant setup if your company has multiple branches; each branch gets its own tenant. Each user in Dial-Office is assigned to a tenant. By default, all users are assigned to the 'main' tenant unless you specifically assign them to other tenants. What is the IVR? Dial-Office has an interactive voice response system that can automatically answer calls and present callers with options, such as connect them to an extension or allow them to access spelling mode. You can configure this IVR - for example, you can set its language, modify its options, or upload to it customized greeting messages. When you set up the IVR, you can use it in your existing tenant in the system. Setting up the main tenant By default, the main tenant exists in a new Dial-Office installation. Moreover, the main tenant always has the main IVR Server Alias “*” assigned to it and mapped to the Default IVR. This means that when callers dial the main alias of IVR Server, they hear the greeting message and menu prompt configured for the Default IVR. You can also assign other aliases to the main tenant. All new users are by default assigned to the main tenant unless you specifically assign them to other tenants. To learn how to assign users to other tenants, see Creating additional tenants. Configuring the tenant settings To set up the main tenant's settings: 1. Expand Auto Attendant and then click Tenants. The Tenants page appears, showing the main tenant as well as any other tenants you may have
  47. 47. Chapter 3 Setting up tenants and the IVR 3-3 © 2013 by Dialexia Communications, Inc. All Rights Reserved created. Tenants page 2. Double-click the main tenant. The Edit Tenant page appears, showing the tenant settings. Edit Tenant page
  48. 48. 3-4 © 2013 by Dialexia Communications, Inc. All Rights Reserved Edit Tenant IVR Aliases
  49. 49. Chapter 3 Setting up tenants and the IVR 3-5 © 2013 by Dialexia Communications, Inc. All Rights Reserved Edit tenant Office hours and Holidays 3. Complete the tenant's description, display number and display name. The table below contains descriptions of these fields. Completing the fields related to a tenant's settings Field Name How to Complete Description Enter a short description of the tenant.
  50. 50. 3-6 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Display Number Select a display number for the tenant. If you have not assigned a display number to a user that belongs to the tenant, Dial-Office displays the tenant's display number to the user's called parties. This display number only appears to called parties outside the Dial-Office system, in another domain or in the PSTN, and not to internal users. See Completing the fields on the General tab in CHAPTER 8 for more on the Display Number of a user. Note that you can only select assigned numbers that exist in the Numbers Pool. Display Name Enter a display name for the tenant. If you did not fill out the display name of a user that belongs to the tenant, Dial-Office displays the tenant's display name to the user's called parties. The display name only appears to called parties outside the Dial-Office system, in another domain or in the PSTN. See Completing the fields on the General tab in CHAPTER 8 for more on the Display Name of a user. 4. Click . The new tenant settings get saved. Configuring the IVR Aliases To set up the IVR Aliases, click the tab. For example, if you want external callers to reach the main tenant, add the triplet number, time and IVR name to the IVR aliases list: 1. Choose a number from the aliases list populated from the numbers pool 2. Select a time among the list of Office times. You can have four different managed time ranges - office hours, after hours, weekend, and holidays. You define these time ranges in the remaining steps. 3. Select an IVR 4. Click 5. Repeat steps 1 to 4 for more IVR aliases. 6. Click Remember that by default, the main tenant always has the main alias of the IVR Server assigned to it
  51. 51. Chapter 3 Setting up tenants and the IVR 3-7 © 2013 by Dialexia Communications, Inc. All Rights Reserved with the four predefined Office Times and Default as IVR. Configuring the office hours and holidays To set up the main tenant's office hours and holidays tab: 1. Click the tab to expand it. Office hours and holidays tab expanded 2. Set the tenant's time zone. Setting the time zone to Local gives the tenant the same time zone as that of the Dial-Office server. 3. Click . The new time zone setting gets saved. 4. Specify the tenant's office hours in one of two ways: by specifying a fixed daily schedule or a flexible daily schedule. Office Hours represents a specific time range during which callers normally dial the tenant. There exists four types of time ranges that you can manage for a tenant. a. To specify a fixed daily schedule, select the first and last working days of the week and specify the beginning and ending times of each day between these two working days.
  52. 52. 3-8 © 2013 by Dialexia Communications, Inc. All Rights Reserved Take note of the following: · When someone calls the tenant between the first and last days of the week, and between the beginning and ending times, the Office Hours managed time takes effect. · When someone calls the tenant between the first and last days of the week, but outside the period between the beginning and ending times, the After Hours managed time takes effect. · When someone calls the tenant after the last day of the week, the Weekend managed time takes effect. b. To specify a flexible daily schedule, click Daily Office Time and specify the office hours on a day-to-day basis. Take note of the following: · When someone calls the tenant between the specified From Time and To Time, the Office Hours managed time takes effect. · When someone calls the tenant after the To Time, and on a non-weekend day, the After Hours managed time takes effect. · When someone calls the tenant after the To Time, and on a weekend, the Weekend managed time takes effect. · When the From Time is not set on a particular day, the Weekend managed time takes effect from the To Time of the previous day. 5. Click . The tenant's office hours settings get saved. In this section, you can specify which days of the year you want the Holidays managed time to take effect. The Holidays managed time overrides other managed times. Configuring the holidays 6. Under Holidays, click . The Add Holiday window appears. 7. Complete the required fields by specifying the description, start date, and end date of the holiday. Also, specify if the holiday repeats every year. Then click . 8. Repeat steps 8 and 9 for other holidays.
  53. 53. Chapter 3 Setting up tenants and the IVR 3-9 © 2013 by Dialexia Communications, Inc. All Rights Reserved Configuring advanced settings In this section you can set up the tenant Music On Hold Audio File. When a user puts someone on hold, the latter hears music on hold being played by the IVR. As part of a tenant's configuration, you can upload customized MOH audio files. When a user assigned to the tenant puts someone on hold, the latter hears the tenant's customized MOH audio file. To set the tenant Music On Hold Audio File: 1. Click the tab to expand it. 2. Select one file from the Music On Hold drop-down list already uploaded from Media library. 3. Click . At this point you have set up the tenant. To learn how to configure the tenant, such as set its language and configure its menus, see Setting up the IVR. Creating additional tenants Depending on your Dial-Office license, you may or may not be able to create additional tenants. When you have multiple tenants, each one has its own set of aliases that users can dial internally as well as from the PSTN (if these aliases represent DID numbers). To set up additional tenants: 1. Expand Auto Attendant and then click Tenants. The Tenants page appears. Tenants page 2. Click the Add Tenant icon . The Add Tenant page appears.
  54. 54. 3-10 © 2013 by Dialexia Communications, Inc. All Rights Reserved Add Tenant page 3. Configuring the tenant settings and IVR aliases. For descriptions of the applicable fields, see Setting up the main tenant. By adding Alias and IVR to a tenant, only Office Hours time will be assigned by default. 4. Click . The new tenant gets added to the system. To learn how to configure the tenant, such as set its language and configure its menus, see Setting up the IVR. Setting up the IVR Dial-Office's interactive voice response system has an auto attendant that automatically answers
  55. 55. Chapter 3 Setting up tenants and the IVR 3-11 © 2013 by Dialexia Communications, Inc. All Rights Reserved callers and presents them with multi-level menus. The IVR can be set independently and could be assigned to different tenants that exist in the system; each IVR gets its own set of languages, menus and customized greeting messages and sounds. To set up the Default IVR's settings: 1. Expand Auto Attendant and then click IVR. The IVR page appears, showing the Default IVR as well as any other IVRs you may have created. 2. Double-click the Default IVR. The Edit IVR page appears, showing the IVR settings. 3.Add new Menu in Default IVR. By default, the 'Default' IVR exists. To learn how to create other IVRs, see Creating additional IVRs.
  56. 56. 3-12 © 2013 by Dialexia Communications, Inc. All Rights Reserved General Settings An IVR is a set of interrelated multi-language menus and sub menus. From the general section we can manage these menus such as listing, adding, selecting and deleting menus. The drop-down menu lists all created menus plus the default non deletable menu ‘Main’. This Menu is considered as the auto attendant entry level. This means that Main Menu is the first IVR that answers the callers. Note that, there in only one menu per IVR named Main, all other listed menus are considered as sub menus. You can have as many sub menus as desired. To edit one menu for more customization, you have to select it from the drop-down menu list. To add a new submenu: 1. Click on 2. A new row with menu name field will be shown 3. Enter the name of the new submenu 4. Click to be saved 5. The new submenu will be edited automatically To delete one submenu other than the non deletable Main menu: 1- Select the sub menu 2- Click on 3- Confirm deletion Note that, we cannot delete referenced sub menus. An error message will be shown in this case. Setting languages The first step in configuring the IVR involves selecting its languages. By default, an IVR has two languages namely English as Default and French. You can either change the default language from English to French.
  57. 57. Chapter 3 Setting up tenants and the IVR 3-13 © 2013 by Dialexia Communications, Inc. All Rights Reserved To set the IVR's languages: 1. In the Edit IVR page, click the tab to expand it. Setting up a tenant's languages 2. To add a new language, select a language to add and a corresponding digit and click .A new language entry will be added with default Greeting file. You can change this value by editing this language. To save this settings click . 3. To edit one language, click . The table below contains descriptions of language fields. Field Name How to Complete Language Language value, this field is static and cannot be changed. Digit Select a language digit. Callers can select or switch to the language by pressing its corresponding digit. Default Select this language as default. By selecting it, callers will get the first greeting message and the following menus with this language if they didn’t change it. If multiple languages are set, the IVR system will play all these languages with their corresponding digits. Caller than can select its preferred language.
  58. 58. 3-14 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Greeting File Select one greeting audio file among the list previously uploaded in Media Library. Out of box, each language offer two default choices : <Default> : play default greeting Audio File <None> : no greeting file will be played Next to the edit button, four buttons will be shown: : to apply changes. Note that, the changes will be saved just locally until you click : to cancel changes and return to the last values. : to delete this entry. The main language entry cannot be deleted. : to upload a new greeting file easily without going back to Media Library. The audio file uploaded will be added to the list and selected automatically. Callers can press the digit corresponding to the secondary language only during playback of the greeting message. Once the main menu prompt starts playing, callers cannot change the language. Configuring menus The next step involves configuring the menus of the IVR. To configure the menus of the IVR: 1.In the Edit IVR page, click tab to expand it and beside Menu Options for, select the language whose menu you want to configure. Selecting a Menu Options Language to configure The tab displays the main menu of the language you selected.
  59. 59. Chapter 3 Setting up tenants and the IVR 3-15 © 2013 by Dialexia Communications, Inc. All Rights Reserved Main menu of the selected managed time The main menu contains a list of digits, their corresponding actions, as well as any associated parameters as well as the action audio file. When callers dial the tenant's alias associated with this IVR, they can press a digit key to trigger a particular action if it is enabled. When the Prompted field is checked, IVR system will play the corresponding Audio File, otherwise it will not. Callers can press an event key only when the main menu prompt starts playing, not during playback of the greeting message. 2. To add a new action, click . A new green empty entry will be added at the bottom of the list. Simply, select : - a desired digit - its corresponding action
  60. 60. 3-16 © 2013 by Dialexia Communications, Inc. All Rights Reserved - Any associated parameters - A predefined or customized action audio file if provided. - prompted value - enabled value Then click . Action Description Main Menu Use this option to connect callers to the main menu from a sub menu. Run Menu Use this option to connect callers to a sub menu or back to the main menu from a sub menu. This action has no default audio file. Transfer Call Callers can choose this option to reach a user or group automatically. For example, a caller can press 8 to reach the Help Desk. The system automatically dials the extension specified for the Help Desk. This action has no default audio file. Call Extension or Group This action allows callers who knows the destination number to dial it manually after hearing the message; The call will be then transferred to number dialed. This action has no digit and no customized audio file. Service Call Callers can select this option to reach one of the following service : - Conference: Callers can select this option to join an online conference. - Leave Voicemail: Callers can select this option to go directly to someone’s voice mail without hearing any ringing. After pressing the digit key associated with this option, the system prompts the caller to enter an extension. After entering an
  61. 61. Chapter 3 Setting up tenants and the IVR 3-17 © 2013 by Dialexia Communications, Inc. All Rights Reserved Action Description extension, the system immediately connects the caller to the extension's voice mail box to leave a message. - Read Voicemail: Callers can select this option to go directly to their voice mail. After pressing the digit key associated with this option, the auto attendant prompts the caller to enter his or her extension followed by the PIN. After authentication, the caller gets access to his or her voice mail box. Previous Menu Use this option to connect callers to the previous menu from a sub menu. Access Spelling Mode Callers can select this option if they know the name but not the extension of the person they want to reach. The system prompts the caller to enter the first letters of the callee’s last name. If using the default greeting message, the auto attendant reads out the number associated with this option. Call Operator Callers can select this option to reach an operator. You can specify whose extension the operator refers to. Repeat these steps for adding more actions. 3. To edit an action, click . The action entry will move to edition mode with blue color. Make the necessary changes and click one of the following buttons next to the edit: : to apply changes. Note that, the changes will be saved just locally until you save : to cancel changes and return to the last values. : to delete this entry : to upload a new audio file easily without going back to Media Library. The audio file uploaded will be added to the list and selected automatically.
  62. 62. 3-18 © 2013 by Dialexia Communications, Inc. All Rights Reserved Note that, all added and edited actions will be applied but not saved. To do so, click to save actions for selected language only or to save actions to all languages. I. To connect callers to the sub menu, add a digit key in the main menu that points to the sub menu (use the Run Menu action). And to connect callers back to the main menu from the sub menu, add a digit key in the sub menu that points back to the main menu. II. A newly created sub menu does not have a default menu prompt. To learn how to upload a customized menu prompt for a sub menu, see Uploading customized recordings.
  63. 63. Chapter 4
  64. 64. 4-2 © 2013 by Dialexia Communications, Inc. All Rights Reserved Chapter 4 Working with call permissions and digit filters Overview Before you start working with permissions and digit filters, you should: - Set up the server as described in CHAPTER 3. - Set up your server's tenants and IVR as described in CHAPTER 4. We recommend that you set up permissions and digit filters before going on to the next chapters because you will need to assign permissions and digit filters as you continue with subsequent tasks. What are permissions? Permissions are all about restricting who is allowed to call where. By default, all calls are restricted except for inter-office, local, and 911 calls, which everyone is authorized to make. By setting up a permission for each type of call – local calls, long distance calls, international calls, etc. – you are permitting some or all users to make this type of call. Examples: · You set up a permission for local calls and specify that it should automatically be given to all new users. This allows everyone to make local calls. · You set up a permission for long distance calls and specify that it should not automatically be given to new users. This means that no users will be able to make long distance calls unless you specifically give them permission. (Giving permissions to individual users is described in CHAPTER 8, Completing the fields on the Routing tab.) What are digit filters? A digit filter either adds digits to or removes digits from telephone numbers that users dial. It is optional to use digit filters. Here are some examples that will illustrate the idea. Examples: · The provider for your long distance calls requires you to add several digits to the number before routing it to them. · You want your users to dial "9" first when making any external calls; you can set up a digit filter to
  65. 65. Chapter 4 Working with call permissions and digit filters 4-3 © 2013 by Dialexia Communications, Inc. All Rights Reserved remove one digit from all external calls. · Incoming calls from a branch office may contain digits that identify another Dial-Office server. The system will remove these digits before routing the call to the proper extension. This allows the same extensions to be used in the main office and in a branch office. · Outgoing calls may contain digits that identify an extension in a branch office. The system will remove these digits before routing the call to the proper extension. This allows the same extensions to be used in the main office and in a branch office. Working with call permissions In this section we explain how to perform the following three actions with regards to permissions: · Add permissions · Modify permissions · Delete permissions Adding a permission To add a permission: 1. Expand Dial-Plan and then click Permissions. The list of existing permissions appear. Permissions page When you complete the steps of the Installation Wizard, Dial-Office automatically creates four permissions: one for local calls, one for long distance calls, one for international calls, and the last one for emergency calls. 2. Do one of the following: a. Click the Add Permissions icon (circled in the previous figure).
  66. 66. 4-4 © 2013 by Dialexia Communications, Inc. All Rights Reserved OR b. Position the cursor on one of the permissions in the list, right-click the mouse to display a menu, then click Add. The following page appears: Add Permission page 3. Complete the fields as described in the table below. Shaded fields are optional. Unshaded fields are required.
  67. 67. Chapter 4 Working with call permissions and digit filters 4-5 © 2013 by Dialexia Communications, Inc. All Rights Reserved Completing the fields on the Add Permission page Field Name How to Complete Name The name assigned to this permission. e.g. Toll-free Description Provides additional information to clarify the content of this permission. e.g. 1-800, 1-866, 1-877, 1-888 Assign by default to new users If you select the check box beside this field, all new users will automatically be authorized to use this permission. If you do not select the check box, you must authorize people individually to use this permission. (Giving individual users permissions is described in CHAPTER 8, Completing the fields on the Routing tab.) Enable PIN Authentication If you click the check box beside this field, the system will require users to enter their PIN code before allowing them to complete the call. Default Gateway This field is only selectable when the check box beside Assign by default to new users is selected. It allows you to specify which gateway to use for this permission. Expression to add Type the expression and click . The expression tells the system how to identify the type of call that the permission is for. It consists of a prefix followed by an indicator of the number of digits that follow the prefix. The indicator of the number of digits can be either % or x. Examples: · 1800% (1800 is the prefix that identifies this permission; the % sign means that any number of digits can follow the prefix.) · 1866xxxxxxx (1866 is the prefix that identifies this permission; the seven x's that follow it mean that seven digits must follow the prefix.) Expression List This is a list of the expressions that identify the permission. To remove an expression from the list, select it and then click . 4. When you have finished, click .
  68. 68. 4-6 © 2013 by Dialexia Communications, Inc. All Rights Reserved A confirmation window appears: 5. Click OK. The permission has now been created in the system. If any information was not valid, an error message appears instead. Modifying a permission To modify an existing permission: 1. Expand Dial-Plan and then click Permissions. The list of existing permissions appear. List of permissions that already exist 2. Position the cursor on the name of the permission you want to modify. The whole row is highlighted when a permission is selected. Use the 'Filter by' fields to search for the information you want. For details, see Searching a list in CHAPTER 1. 3. Do one of the following: a. Double-click the permission. OR b. Right-click the mouse to display a menu and choose Edit. The Edit Permission page appears:
  69. 69. Chapter 4 Working with call permissions and digit filters 4-7 © 2013 by Dialexia Communications, Inc. All Rights Reserved Edit Permission page 4. Modify the necessary fields. For descriptions of the fields in this page, see Adding a permission. 5. When you have finished, click . The permission gets updated with the modified fields. Deleting a permission To delete a permission: 1. Expand Dial-Plan and then click Permissions. The list of existing permissions appear. List of existing permissions 2. Position the cursor on the name of the permission you want to delete. The whole row is highlighted when a permission is selected.
  70. 70. 4-8 © 2013 by Dialexia Communications, Inc. All Rights Reserved 3. Right-click the mouse to display a menu. Right-clicking a line displays a menu 4. Click Delete. A confirmation window appears: Confirmation window for deleting a permission 5. If you are sure you want to delete this permission, click OK. Working with digit filters In this section we explain how to perform the following three actions with regards to digit filters: · Add digit filters · Modify digit filters · Delete digit filters Adding a digit filter To add a digit filter: 1. Expand Dial-Plan and then click Digits Filters. The list of existing digit filters appear.
  71. 71. Chapter 4 Working with call permissions and digit filters 4-9 © 2013 by Dialexia Communications, Inc. All Rights Reserved Digit Filters page 2. Do one of the following: a. Click the Add Digits Filters icon (circled in the previous figure). OR b. Position the cursor on one of the digit filters in the list, right-click the mouse to display a menu, then click Add. The following page appears: Add Digit Filter page 3. Complete the fields as described in the table below. Shaded fields are optional. Unshaded fields are required.
  72. 72. 4-10 © 2013 by Dialexia Communications, Inc. All Rights Reserved Completing the fields on the Add Digit Filter page Field Name How to Complete Filter ID Each filter must have a unique Filter ID to identify it in the system. It can contain both letters and numbers and can be up to 50 characters in length. No spaces are allowed. Examples: · Remove011 · Add1416 Description Provides additional information about what the filter does. Examples: · Removes the prefix 011 from outbound calls. · Adds 1 + area code 416 to outbound calls. Type Choose IN for inbound filters and OUT for outbound filters. 4. When you have finished, click . A confirmation window appears. 5. Click OK. The digit filter gets created in the system. If any information was not valid, an error message appears instead. Now that you have created a new digit filter, you have to add expressions to it as described in Modifying a digit filter. Modifying a digit filter A new digit filter won’t work until you add expressions as described in this section. To modify a digit filter and add expressions to it: 1. Expand Dial-Plan and then click Digits Filters. The list of existing digit filters appear.
  73. 73. Chapter 4 Working with call permissions and digit filters 4-11 © 2013 by Dialexia Communications, Inc. All Rights Reserved List of existing digit filters 2. Position the cursor on the name of the digit filter you want to modify. The whole row is highlighted when a digit filter is selected. If you have a long list of digit filters, use the 'Filter by' fields to search for the one you want. For details, see Searching a list in CHAPTER 1. 3. Do one of the following: a. Right-click the mouse to display a menu and choose Edit. OR b. Double-click the digit filter. The Edit Digit Filter page appears: Edit Digit Filter page
  74. 74. 4-12 © 2013 by Dialexia Communications, Inc. All Rights Reserved 4. Click . A window appears as shown below. Window for entering filter expressions 5. Complete the fields as described in the table below. Shaded fields are optional. Unshaded fields are required. Completing the fields related to filter expressions Field Name How to Complete Expression Enter a string of digits followed by an indicator of the number of digits that follow. Dial-Office applies the fields Number of Digits to Remove and Prefix to Add to filtered numbers that correspond to the expression you enter here. Use the following examples as a guideline. The indicator representing digits can either be % or x. You can also use strings of digits by themselves or just indicators by themselves.
  75. 75. Chapter 4 Working with call permissions and digit filters 4-13 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Examples of expressions · 00% - Represents a number that begins with 00 followed by any number of digits; the % sign means that any number of digits can follow 00. · 514xxxxxxx - Represents a number that begins with 514 followed by seven digits; having seven x's after 514 means that seven digits must follow this prefix. · 15146930001 - Represents the number 15146930001 only. · % - Represents any number of digits. · xxxxxxx - Represents a seven-digit string. Number of digits to remove Enter the number of digits you want the system to remove from the beginning of a filtered number. You can keep this field blank if you do not want to remove any digits. Examples · 1 · 3 Prefix to add Enter the prefix you want the system to append to the beginning of a filtered number. You can keep this field blank if you do not want to append a prefix. Examples · 1 · 1514 Description Enter a description for the expression you are adding. 6. When you have finished, click . A confirmation window appears. 7. Click OK. The new expression gets added to the filter. 8. To add more expressions to the filter, repeat steps 4 to 7. 9. Click . If you make a mistake and need to change an expression: 1. Delete the expression by clicking the beside it.
  76. 76. 4-14 © 2013 by Dialexia Communications, Inc. All Rights Reserved 2. Then add the expression with the correct information. Deleting a digit filter To delete a digit filter that you do not require any more: 1. Expand Dial-Plan and then click Digits Filters. The list of existing digit filters appear. List of existing digit filters 2. Position the cursor on the name of the digit filter you want to delete. The whole row is highlighted when a digit filter is selected. 3. Right-click the mouse to display a menu. Right-clicking a digit filter displays a menu 4. Click Delete. A confirmation window appears: Confirmation window for deleting a digit filter 5. If you are sure you want to delete this digit filter, click OK.
  77. 77. Chapter 5
  78. 78. 5-2 © 2013 by Dialexia Communications, Inc. All Rights Reserved Chapter 5 Working with gateways and domains Overview Before you start working with gateways or domains, you should set up: - Calling permissions and digit filters as described in CHAPTER 5. We recommend that you set up the above in advance so you can assign permissions and digit filters to new gateways and domains as you set them up. What are gateways and domains? Gateways and SIP domains are bridges between the Dial-Office server, other SIP networks, and the Public Switched Telephone Network (PSTN). Gateways are hardware devices that control the voice traffic between your company network and the PSTN. SIP domains are independent VoIP networks managed by wholesale call termination partners, also called Internet Telephony Service Providers (ITSPs), that are generally used to make inexpensive VoIP long distance calls. SIP domains can also be used to connect two Dial-Office installations and bypass the PSTN for calls between geographically separated company divisions. How do you decide what gateways and domains to set up? Peer-to-peer calls (call between extensions in the same Dial-Office network) do not require gateways or domains. To call or receive calls from outside the Dial-Office network you require a gateway or domain. You need one gateway to connect to the PSTN. You need a domain to connect to other Dial-Office systems within your company.
  79. 79. Chapter 5 Working with gateways and domains 5-3 © 2013 by Dialexia Communications, Inc. All Rights Reserved Here are some examples: Situation Should I set up a gateway or a domain? I use Bell/AT&T for local calls on analog lines. You need to set up a gateway to the PSTN. I have a provider who handles overseas calls. You need to set up a gateway to the provider’s network, which offers you a T1 connection. We have a Dial-Office system in our head office in Montreal. We want our branch office in Toronto to be able to call Montreal numbers as local numbers. You need to set up a domain for the Toronto office. Adding a gateway or domain To add a gateway or domain: 1. Expand Devices and then click Gateways/Domains. The list of existing gateways and domains appear. Gateways/Domains page When you complete the steps of the Installation Wizard, Dial-Office automatically creates a gateway, which appears in this page. 2. Do one of the following: a. Click the Add Gateways/Domains icon (circled in the previous figure).
  80. 80. 5-4 © 2013 by Dialexia Communications, Inc. All Rights Reserved OR b. Position the cursor on one of the gateways/domains in the list, right-click the mouse to display a menu, then click Add. The following page appears: Add Gateway/Domain page 3. Complete the fields as described in the table below. Shaded fields are optional. Unshaded fields are required.
  81. 81. Chapter 5 Working with gateways and domains 5-5 © 2013 by Dialexia Communications, Inc. All Rights Reserved Completing the fields on the Add Gateway/Domain page Field Name How to Complete Type Choose whether you are setting up a domain or a gateway. Code Type a unique name to identify the new domain or gateway. No spaces are allowed. Examples: LocalGW1, LDDomain-1, IntlGW1 Description Provides additional information to clarify the purpose of the domain or gateway. Examples: · LocalGW1 – Dialexia 1204 FXO using Bell lines. · LDDomain-1 – using Level-3 domain. Status Choose Active or Inactive. If you choose Inactive, this domain or gateway will not route incoming or outgoing calls. Domain or IP The domain name or IP address of the gateway or domain you are setting up. Port Type the port used by the gateway or domain you are setting up.The default value is 5060. Protocol Choose UDP or TCP. Most SIP devices use UDP. Call Direction Choose Incoming if the gateway will receive inbound calls, Outgoing if the gateway will send outbound calls, or BOTH if the gateway will do both. Permissions (applicable only if creating a domain) Permissions Choose a permission to associate with the domain for incoming calls. Gateways Choose a gateway from the list. This gateway terminates incoming calls routed from the domain being created.
  82. 82. 5-6 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete Order Choose the order in which this gateway will be used if there is a choice of more than one gateway for the same permission and click . For example, if you have 2 gateways assigned to local calls, the gateway with order 1 would be used first. If technical problems arise, the gateway with order 2 would be used. If you want to assign more than one permission to a gateway, complete the above three fields again and click . To remove a permission from the list, select it, and click . Incoming Call Processing Authentication Mode Dial-Office can authenticate incoming calls from the gateway or domain at three different levels: through Trusted IPs, through User IDs and Passwords, and through the caller's From domain (from which a caller initiates a call). Choose one of: NONE – There is no need for the source IP, from which the call is coming, to exist in the Trusted IPs list nor is it necessary for incoming calls to provide a user ID or password. Dial-Office compares the caller's From domain with whatever is specified in the Domain or IP field - if there is a match, the call is processed. If there is no match, the call is processed only if it is destined to a user in the Dial-Office system and not if it is destined to the PSTN. Note that even when there is a match, Dial-Office only processes an incoming call destined to the PSTN after it verifies that there is a suitable permission. SIP – There is no need for the source IP, from which the call is coming, to exist in the Trusted IPs list. Dial-Office compares the caller's From domain with whatever is specified in the Domain or IP field - if there is a match, Dial-Office authenticates all incoming calls from the gateway or domain through a user ID and password that you specify in the In User Id and In Password fields, respectively. However, if there is no match, the call is processed only if it is destined to a user in the Dial-Office system and not if it is destined to the PSTN. IP – Dial-Office authenticates incoming calls through the IP addresses entered in the Trusted IPs list - if the source IP, from which the call is coming, exists in that list, Dial-Office processes the call. Otherwise, Dial-Office compares the caller's From domain with whatever is specified in the Domain or IP field - if there is a match, the call is processed. If there is no match, the call is processed only if it is destined to a user in the Dial-Office system and not if it is destined to the PSTN. You must always have at least one IP address in the list if you are using IP authentication, even if it is the same as the one specified in the Domain or IP field. In User ID In Password Trusted IPs
  83. 83. Chapter 5 Working with gateways and domains 5-7 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete IP and SIP – Dial-Office authenticates incoming calls through the IP addresses entered in the Trusted IPs list - if the source IP, from which the call is coming, exists in that list, Dial-Office performs SIP authentication by checking for a sent user ID and password that must match what you have specified in the In User Id and In Password fields, respectively. If the source IP, from which the call is coming, does not exist in the Trusted IPs list, Dial-Office compares the caller's From domain with whatever is specified in the Domain or IP field - if there is a match, Dial-Office performs SIP authentication as described before. If there is no match, the call is processed only if it is destined to a user in the Dial-Office system and not if it is destined to the PSTN. You must always have at least one IP address in the list if you are using IP and SIP authentication, even if it is the same as the one specified in the Domain or IP field. I. Before Dial-Office processes any incoming calls destined to the PSTN, it verifies that there is a suitable permission (applicable only to domains). II. For the Contacts module in the PBX User web account to function, you must use either IP authentication or IP and SIP authentication. In other words, the source IP, from which a call originates, must exist in the Trusted IPs list. III. It is common to use IP authentication for gateways and SIP authentication for domains. Inbound Filter If you want to use a digit filter on inbound calls, select it from the list. For example, you might want to remove the long distance prefix from inbound calls to the main office from a branch office before they get routed through a local gateway. Outgoing Call Processing In certain configurations, Dial-Office will be challenged when trying to route calls to a gateway or SIP domain and you will be required to enter a user ID and password. This configuration is mainly required when calls are routed to an ITSP for billing reasons. Out User ID, Out Password Type the user ID and password provided to you by your ITSP for Dial-Office. Outbound Filter If you want to use a digit filter on outbound calls, select it from the list. For example, you might want to add a prefix on calls being routed through a
  84. 84. 5-8 © 2013 by Dialexia Communications, Inc. All Rights Reserved Field Name How to Complete long-distance service provider. Preferred CODEC If your ITSP has a preferred CODEC, specify it here. Server Registration Required Select this checkbox if your ITSP requires you to register Dial-Office on their domain. You will need to restart Dial-Office to instigate registration. Server Alias If your ITSP has provided you with alias, type it here. Otherwise, leave this field blank. Server Realm Sometimes, to provide an extra measure of security, ITSPs provide you with a realm as well as a user ID and password. If your ITSP has provided you with a realm, type it here. Otherwise, leave this field blank. SIP “Expires” The number of seconds after which the registration with the ITSP will expire. Specify how often you want Dial-Office to send a REGISTER message to the ITSP. The default is every hour. Process *Moved Temporarily* Some ITSPs are set to inform their clients if they are temporarily unavailable to process calls. When they receive calls from their clients, they reply with “Process Moved Temporarily”, which is a response that includes a redirection to another location. If your ITSP for Dial-Office provides this service, then select this check box. 4. When you have finished, click . A confirmation window appears:

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