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Dell Fonality, Installation Manual

Dell Fonality provides a comprehensive Installation Manual as a crucial resource for smooth setup and operation. This user-friendly manual is available for free download at manualshive.com, offering step-by-step instructions and insightful tips to effortlessly maximize the potential of this exceptional product.

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4 

6.0
Welcome
to
the
Admin
Panel ...................................................................................................................................... 20




6.1
Getting
Acquainted .................................................................................................................................................. 20




6.2.
Help
Mode .............................................................................................................................................................. 21




6.3
Call
Menus ............................................................................................................................................................... 21




6.4
Dial
Plans.................................................................................................................................................................. 22




6.5
Scheduler ................................................................................................................................................................. 22




6.6
Blast
Groups............................................................................................................................................................. 23




6.7
Conference
Bridges.................................................................................................................................................. 23




6.8
Call
Forwarding ........................................................................................................................................................ 24




7.0
Fonality
Call
Center:
Advanced
Features ..................................................................................................................... 27




8.0
User
Panel.................................................................................................................................................................... 29




9.0
Getting
Started
with
HUD ............................................................................................................................................ 30




9.1
Disabling
HUD
for
Extensions
(Optional) ................................................................................................................. 30




9.2
HUD
Rights ............................................................................................................................................................... 30




9.2.1.
Understanding
Rights....................................................................................................................................... 30




9.2.2
Configuring
Rights
in
HUD................................................................................................................................. 30




9.3
Installing
HUD .......................................................................................................................................................... 30




10.0
Installation
Appointment........................................................................................................................................... 31




11.0
Fonality
Support......................................................................................................................................................... 32




12.0
Troubleshooting......................................................................................................................................................... 34




12.1
Troubleshooting
your
Connection ......................................................................................................................... 34




12.2
Getting
Rid
of
Echo ................................................................................................................................................ 34




13.0.
Appendices ............................................................................................................................................................... 35




13.1
Use
the
IP
Address
Wizard
(optional) .................................................................................................................... 35




13.2
Additional
Articles
Available
Online:...................................................................................................................... 37






















Summary of Contents for Fonality

Page 1: ...Fonality Phone System Installation Guide ...

Page 2: ...entire document carefully before proceeding with installation Phone System To further assist you Fonality manages an online Knowledgebase Wiki that will answer most of your questions regarding the configuration administration and feature set of your new Fonality Phone System This documentation is available online at http learn fonality com We also maintain a copy of this installation guide on our ...

Page 3: ...10 3 4 Completing your Installation 10 3 5 Logging into the Admin Panel for the First Time 10 4 0 Connecting your IP Phones 11 4 1 Phone Provisioning 11 4 1 1 Aastra Phone Provisioning 11 4 1 2 Polycom Phone Provisioning 12 4 1 3 Installing Softphones 13 4 2 Remote Phones 14 4 3 Testing IP Phones 14 4 4 Supported IP Phones 14 5 0 Connecting your Trunks 15 5 0 1 SIP IAX2 Pure Voice over IP 15 5 0 2...

Page 4: ...User Panel 29 9 0 Getting Started with HUD 30 9 1 Disabling HUD for Extensions Optional 30 9 2 HUD Rights 30 9 2 1 Understanding Rights 30 9 2 2 Configuring Rights in HUD 30 9 3 Installing HUD 30 10 0 Installation Appointment 31 11 0 Fonality Support 32 12 0 Troubleshooting 34 12 1 Troubleshooting your Connection 34 12 2 Getting Rid of Echo 34 13 0 Appendices 35 13 1 Use the IP Address Wizard opti...

Page 5: ...perform moves adds and changes using the Fonality Admin Panel Please review the following requirements before installing your Fonality Phone System 1 1 Required Tools In order to perform a complete installation you will need the following tools 1 USB Keyboard 2 VGA Monitor 3 Phillips Screwdriver 4 Computer with web browser and Internet access 1 2 Internet Connection You must have an always on Inte...

Page 6: ...elecommuter Fortinet Fortigate 60 main office Cisco router with QoS capability 2600 series etc Linksys BEFSR81 remote telecommuter While Fonality recommends the above devices we do not support them Please contact your vendor or networking specialist for assistance configuring the device s to work with your Fonality Phone System 1 4 Firewall Configuration If you plan to provide softphones or home p...

Page 7: ... Admin Panel Be sure to print and or keep this information in a safe place You will be reusing these credentials to log onto your Admin Panel If you ordered a Fonality system with analog interfaces yellow phone cables are included with the system These cables are custom and required for installation and are specific to your Fonality analog card Do not discard them 2 3 Visual Inspection Take a mome...

Page 8: ...you will need to configure your network settings A static IP address should be manually assigned to the Phone System to avoid unexpected IP address changes that may result in a loss of connectivity You should avoid DHCP FIGURE 3 1 1 Proper top and improper bottom placement of a Fonality server on an example network CAUTION Failure to use a DHCP reservation or a static IP address for your Fonality ...

Page 9: ...s fully qualified domain names to IP addresses Local DNS Servers are the best option Public DNS servers reside on the Internet One example for the public IP address of a DNS Server is 4 2 2 1 IP Address 192 168 1 190 Subnet Mask 255 255 255 0 Default Gateway 192 168 1 1 Network Address 192 168 1 0 Broadcast Address 192 168 1 255 3 2 3 Availability of DNS Service If your network does not have a fun...

Page 10: ...d These are the Fonality Admin Panel credentials e mailed to you by Fonality This will complete your activation and the configuration of your Fonality system Once prompted to press Enter to complete the installation 3 5 Logging into the Admin Panel for the First Time From another PC with Internet access DO NOT use your Fonality Phone System connect to http panel fonality com and log in using your ...

Page 11: ...e same network as your Fonality Phone System 4 1 1 Aastra Phone Provisioning When you first connect any Aastra phone to the same network as your Fonality Phone System the Fonality system attempts to locate the phone create an extension create configuration files and make the files available for download to the phone If the phone fails to grab its configuration the first time please reboot the phon...

Page 12: ... Instructions 1 Press Menu 2 Use the arrows to highlight Settings and press Select 3 Use the arrows to highlight Advanced and press Select 4 Enter password 456 and press Select 5 Use the arrows to highlight Admin settings and press Select 6 Use the arrows to highlight Network configuration and press Select 7 Use the arrows to highlight Server menu and press Select 8 Use the arrows to highlight Ser...

Page 13: ...or a new user click add extension instead of viewing an existing extension 7 Now that you re either editing an existing extension or creating a new one locate the Phones Devices drop down menu It is the last setting in the Viewing extension box to the top left Set the Phones Devices selection to the device that you just added it will be the same name as the one you noted in step 5 8 Click Apply al...

Page 14: ...o Detailed instructions for each type of supported IP phone can be found at http learn fonality com Setting_Up_Remote_Phones 4 3 Testing IP Phones Verify that each phone can communicate with the Fonality Phone System by lifting the handset and dialing 0 You should hear the default auto attendant greeting This is the same greeting your callers will hear when your Fonality Phone System answers incom...

Page 15: ...r services 5 0 2 PRI Voice T1 PRIs can be leased from any number of telecom companies PRIs are Voice T1 connections that have been provisioned with a standard 23 voice channels and 1 data signaling channel North America only PRIs offer superior voice quality and features like Caller ID 5 0 3 Analog Lines Old Friends Analog trunks are of course the most common type of connection to the PSTN Public ...

Page 16: ...ne System dials out from the lowest port numbers first Failure to connect your lines properly may result in placing an outbound call at the same time an inbound call arrives 5 2 3 Vacant Phone Line Ports will cause Problems Do not leave any analog phone ports vacant Problems will arise when you try to dial out if all other lines are busy You will hear your own voice echo back to you and your call ...

Page 17: ...ion Fax ports will light up green on the back of your Fonality Phone System Do not connect any other type of analog device to green ports Reliable faxing requires a very efficient timing source Your Fonality Phone System gets internal timing from the T1 PRI card The analog card installed for faxing has been specially configured to connect to the T1 PRI card via a jumper cable For this reason the T...

Page 18: ... Fonality Admin Panel match that of your carrier You can configure your T1 card in the Options cards page of the Fonality Admin Panel 5 5 Setting up VoIP Accounts If you have an account with a 3rd party VoIP provider you will need to use the Options VoIP page of the Fonality Admin Panel to configure the VoIP trunk Many VoIP providers have templates with default settings pre configured located in t...

Page 19: ...can verify connectivity by viewing the Status trunks page of the Fonality Admin Panel You will see each of your cards and their status You can mouse over each connection to see its status FIGURE 5 5 1 Single T1 Line and two Analog Cards connected to a Fonality system ...

Page 20: ... begin using your Fonality Phone System please review the customer information under Options customer Fill in all fields completely Fonality needs to maintain current accurate contact information to provide you with information about product upgrades and announcements Figure 6 1 1 illustrates the Customer Screen FIGURE 6 1 1 Please keep your information current by updating your company information...

Page 21: ...Menus The Auto Attendant answers all calls placed to your Fonality Phone System by default The auto attendant allows you to configure how your Fonality Phone System answers each call Use the Fonality Admin Panel to adjust your call menu configuration To modify the Auto Attendant login to the Admin Panel and click on AutoAnswer edit call menu FIGURE 6 2 1 An example of the Help Mode functionality o...

Page 22: ...st the dial plan inside your Fonality Phone System Click on the Options tab and select dial plan You can adjust these settings to match the dialing requirements for your local phone company You can also indicate how each type of call should be routed by using the Route drop down FIGURE 6 4 1 The Dial Plan Configuration Screen 6 5 Scheduler If you plan to use time based menus with your Fonality sys...

Page 23: ...n the view extensions page by reviewing the Blast column 6 7 Conference Bridges You can use the conference bridge feature from the Call Menu in the Fonality Admin Panel under the tab labeled AutoAnswer You can choose to password protect these conference bridges Enterprise and Call Center only by adding Enter Password to Continue from the Add New Sequence menu at the lower left A password protected...

Page 24: ...is forwarding you will see a red check mark in the last column on the view extensions page as in the example above You can also take advantage of Fonality s FindMe with Boomerang Mobile technology in order to create custom rules that the Fonality Phone System follows when you are not at your desk FindMe options appear in the Features tab pictured below When you setup FindMe for the first time some...

Page 25: ...ps say At the same time Certain actions cannot be performed at the same time as other actions FindMe also includes a White List and a VIP List that enhance the overall functionality of this technology Using the White List you can configure exactly who is able to find you Using the VIP list if you decide to use FindMe in conjunction with a business week schedule your VIPs are able to find you at an...

Page 26: ...26 FIGURE 6 8 4 FindMe s White List and VIP List ...

Page 27: ...CD tab you can create new queues view call reports and configure the system to automatically record inbound queue calls for later review The following screen shots show three powerful features included with Fonality Call Center FIGURE 7 0 1 View your queues See who is online and who is away from their desk Login users with a click of your mouse ...

Page 28: ...iew accurate call reports by queue agent Complete vs Abandoned and many more FIGURE 7 0 3 Automatically record incoming queue calls per agent Select the user file type and number of calls to record and you re good to go ...

Page 29: ...s of any kind You can give users rights to use the Fonality User Panel within the Fonality Admin Panel by clicking the extensions tab and selecting the extension You can then set the Web Username and Web Password for this user The user will then be able to log into the Fonality User Panel with the credentials you ve configured at http panel fonality com FIGURE 8 0 1 A basic view of the Fonality Us...

Page 30: ...his feature is available only for customers who have purchased Fonality Call Center or Fonality Enterprise 9 2 1 Understanding Rights Extension numbers belong to groups While Fonality provides default groups we suggest you create groups that represent the departments in your company sales support managers etc Once you define your own groups and add extensions users to them you can assign rights to...

Page 31: ...n Team when your Fonality Phone System was shipped While Fonality strives to accommodate installation appointment requests with as little as 24 hours notice our schedules fill up quickly We may require a waiting period of up to 5 business days Plan ahead and request your appointment in advance to ensure that we can accommodate your schedule Also please keep in mind that while we consider installin...

Page 32: ...nel credentials your full name and your email address Fonality will reply the same or next business day Be sure to include a contact phone number where we can reach you The Fonality Support Scope of Service is outlined in our Terms and Conditions and is published on our web site http www fonality com terms_and_conditions html FIGURE 11 0 1 Use the Fonality Supportal to contact support ...

Page 33: ... so that our Installation Team can address them for you during your scheduled appointment Be sure to read through our knowledgebase for supplemental information It is consistently updated with new information as we release new versions of the Fonality system and HUD software packages Our knowledgebase can be found at http learn fonality com Fonality Inc 200 Corporate Pointe 350 Los Angeles CA 9023...

Page 34: ... connection to the Fonality Data Center 12 2 Getting Rid of Echo If you hear an echo when using analog phone lines don t worry This is normal when installing a new phone system You may need to calibrate the echo cancellation inside the Phone System to eliminate echo The following documents provide you with additional information to help start this process http learn fonality com How_do_I_get_rid_o...

Page 35: ...es 13 1 1 and 13 1 2 give examples of setting the network configuration on a Fonality Phone System NOTICE By default your Fonality Phone System will come configured via DHCP You must change this configuration and assign your networking information statically FIGURE 13 1 1 This is the network configuration menu on your Fonality phone system Network Config Troubleshooter 1 Set IP Address of this sys...

Page 36: ...36 The output above is the actual output that you will see when choosing option 2 from the Troubleshooting menu The inet addr is the internal IP address of the Fonality system FIGURE 13 1 2 ...

Page 37: ... How_to_use_Call_Queues How to add multiple Auto Attendants http learn fonality com How_to_add_multiple_Auto Attendants How to change extension numbers http learn fonality com How_to_change_extension_numbers How do I change the volume level http learn fonality com How_do_I_change_the_volume_level Other Tips for security and Performance http learn fonality com Tips_for_security_and_Performance Fona...

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