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Com.X Administrator Guide

Page 165

4.15 Queues

Queues are a powerful feature of the Com.X system, allowing callers to be placed on
hold and transferred according to a number of strategies and based on priority.

Callers waiting in the queue are provided with their position in the queue, projected
waiting time and the option to use self-service menus to exit the queue and transfer
to other destinations.

Agents servicing queues are allowed to log in by dialing the queue number followed
by *, and log out out of queues by dialing the queue number followed by **, are
provided with information re: callers waiting in the queue, and queues can be
configured in flexible manners to transfer calls to agents.

©2010 –

2016

Far South Networks

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Summary of Contents for Com.X

Page 1: ...Com X IP PBX Gateway Administrator Guide Com X revision 1 4 software release Version 4 0 1 19 September 2016 2010 2014 Far South Networks ...

Page 2: ...Document History Version Date Description of Changes 4 0 1 05 10 2016 Documented ported from 1 3 release 2010 2016 Far South Networks ...

Page 3: ... 1 1 1 Factory default configurations 24 2 2 1 1 2 Configuration Recordings 24 2 2 1 1 3 Voicemail 24 2 2 1 1 4 CDR 24 2 2 1 1 5 Excluded from backup 24 2 2 1 2 Immediate backup 24 2 2 1 3 Scheduled backup 24 2 2 1 4 Managing existing backup archives 25 2 2 1 5 Restoring an archive onto the same system 26 2 2 1 6 Restoring an archive onto a replacement system 26 2 2 2 Licensing 28 2 2 2 1 Adding a...

Page 4: ... 47 3 2 5 1 VLAN 47 3 2 5 2 VPN Interface 50 3 2 5 2 1 VPN Server 51 3 2 5 2 1 1 Routes 52 3 2 5 2 1 2 Generating certificates for clients 52 3 2 5 2 1 3 Revoking Client certificates 53 3 2 5 2 2 VPN Client 53 3 2 6 Adding IP Routes to Interfaces 55 3 2 6 1 Removing IP Routes from an Interface 55 3 3 FIREWALL CONFIGURATION 56 3 3 1 Zones 56 3 3 2 Policies 57 3 3 2 1 Applying Default Policies 58 3 ...

Page 5: ... Restore Factory Defaults of a Managed handset 81 3 5 5 Configuring Extensions on a Managed Sip phone 81 3 5 5 1 Enabling Lines 81 3 5 5 2 Assigning Extensions to Managed SIP Devices 81 3 5 5 3 Creating New Extensions 82 3 5 5 4 Assigning free extensions to available lines on Managed SIP Device 82 3 5 5 5 Configuring a port on the Phone to register as an extension on a remote system 83 3 5 6 Codec...

Page 6: ...n 98 3 7 4 2 Advanced configuration 99 3 7 4 3 Campon Callback 101 3 7 4 4 Configuring Follow me Divert 101 3 7 5 Logging into phones with an extension hot desking 103 3 7 6 Configuring SIP extensions 104 3 7 7 Remote SIP extensions 104 3 7 8 Assigning extensions 104 3 7 9 Unassigning extensions 104 3 7 10 Configuring multiple extensions 105 3 7 11 Configuring Multiple Sip Extensions from a Spread...

Page 7: ...g dial patterns to an outbound route 118 3 10 4 2 Dial pattern syntax 118 3 10 5 Adding trunks to an outbound route 119 3 10 6 Removing Trunks from a route 119 3 10 7 Deleting outbound routes 119 3 10 8 Outbound route priority 119 3 11 INBOUND ROUTE CONFIGURATION 119 3 11 1 Viewing existing inbound routes 120 3 11 2 Adding a new inbound route 120 3 11 3 Configuring inbound routes 121 3 11 4 Config...

Page 8: ... 6 Legacy PBX feature set extension 131 3 12 11 7 Immediate dialing 132 3 12 11 8 Transformations 132 3 12 11 9 Assigning DIDs to BRI ports 133 3 12 11 10 Load balancing calls 133 3 12 11 11 FXO Trunk pick up to test for trunk service 134 3 13 CALL RECORDING 134 3 13 1 Configuring individual extensions 135 3 13 2 Recording all calls 135 3 13 3 On demand recording 136 3 13 4 Call recording conditio...

Page 9: ...ing streaming music 158 4 8 2 Playback configuration 158 4 8 3 Adding a music category 159 4 8 4 Adding a streaming category 159 4 9 OUTBOUND ROUTES 160 4 10 PAGING 161 4 11 INTERCOM 162 4 12 PARKING LOT 163 4 13 PHONEBOOK 163 4 14 PIN SETS 164 4 15 QUEUES 165 4 16 RING GROUPS 168 4 17 SYSTEM RECORDINGS 170 4 18 TIME CONDITIONS 171 4 19 TIME GROUPS 172 4 20 VOICEMAIL BLASTING 173 4 21 DISA 173 4 2...

Page 10: ... CONFIGURING EMAIL SERVICES 183 6 3 1 Configuring voicemail to email 183 6 3 2 Configuring sendmail for mail relay 184 6 3 3 Sending a test email 185 6 3 4 Monitoring outgoing email 185 6 4 ASTERISK PBX SOFTWARE MANAGEMENT 185 6 4 1 Accessing the Asterisk PBX console 185 6 4 2 Stopping and restarting the Asterisk PBX software 186 6 4 2 1 Restarting Asterisk 186 6 4 2 2 Stopping Asterisk 186 6 4 2 ...

Page 11: ...18 1 Flash Operator Panel demo version 203 6 18 2 FOP2 access 203 6 18 3 Setting the operator extension 203 6 18 4 Limiting Flash Operator Panel access to operator only 203 6 18 5 Accessing Flash operator panel 204 6 18 6 Using FOP2 205 6 18 7 Generating internal phone calls 205 6 18 8 Answering Calls 206 6 18 9 Transferring calls 206 6 18 10 Listening to calls 207 6 18 10 1 Listen 207 6 18 10 2 L...

Page 12: ...sic configuration 97 Table 19 IAX trunk advanced configuration 97 Table 20 Outbound route configuration 101 Table 21 Inbound route configuration 105 Table 22 FlexPath route types 107 Table 23 FlexPath destinations 108 Table 24 FlexPath configuration 109 Table 25 FlexPath route configuration 109 Table 26 Ring back behavior 125 Table 27 Announcement configuration 126 Table 28 Callback configuration ...

Page 13: ...al 19 Figure 2 Remote web login 19 Figure 3 GUI layout and configuration status 19 Figure 4 Review apply task list 20 Figure 5 Start menu options 20 Figure 6 Start menu options 21 Figure 7 System maintenance backup 22 Figure 8 The new backup is listed under the appropriate section 23 Figure 9 Backups can be scheduled to back up the Com X settings automatically 23 Figure 10 The schedule if configur...

Page 14: ... Configuration Options 41 Figure 36 Ports can be allocated a particular zone into which they fall 42 Figure 37 Ports can be allocated into one of four default zones 42 Figure 38 Policies are listed showing source and destination zones 43 Figure 39 Add the default firewall policies to your configuration 44 Figure 40 Policy Management and preference manipulation 45 Figure 41 Editing an existing Fire...

Page 15: ... the desired line over the desired free extension Note the green tick icon on the line being dragged 60 Figure 65 Strong passwords are generated for extensions 60 Figure 66 Extensions can be configured to support multiple Codecs 61 Figure 67 Available destinations for DSS keys include extensions conferences queues ring groups parking lots and individual parking bays 62 Figure 68 Multiple DSS keys ...

Page 16: ...re 97 asttapi configuration 170 Figure 98 Calling a contact 171 Figure 99 Selecting Asterisk as dial option 171 Figure 100 An Operator extension can be manually configured 173 Figure 101 FOP access can be limited to the operator only if required 174 Figure 102 Select Operator panel to access the Flash operator panel 174 Figure 103 Login with an extension number and voicemail pin 174 Figure 104 Ext...

Page 17: ...e 111 Select the active call then click Listen 177 Figure 112 The Listen and whisper feature allows the operator to listen in on other calls and talk to the local user on the call 177 Figure 113 The landing page of the Com X Gui 178 Figure 114 Options available for configuring Nagios monitoring on a port or a service 180 2010 2016 Far South Networks ...

Page 18: ...om X20 products It forms part of a suite of manuals and guides for the Com X product range which also includes the Com X End User manual the Com X Installation guide and the Com X Trouble shooting guide Note Com X systems running 1 3 software can be upgraded to 1 4 software and licensed Com X gateway products can also be remotely licensed and upgraded to fully functional 1 4 PBX systems Please con...

Page 19: ...wan X5 No Table 1 Default network interface configuration Note Com X5 systems utilize an internal PCI bus and offer external connection to the lan4 eth3 network interface Warning Changing the configuration of the internal eth3 interface may result in loss of service on Com X1 Com X10 2 1 2 Authentication Web login has been pre configured with the default administrator username admin and password a...

Page 20: ...ned with your desktop extension Instant messenger service to other Wanderweb users Remote access to company phonebooks Admin features include Remote access to the GUI and terminal of the unit through Wanderweb Device and service monitoring Service report alert prioritisation Remote extension and user configuration through Wanderweb For more information or to sign up to Wanderweb contact your distr...

Page 21: ...tention Clicking the status indicator navigates to the Configuration status panel on the GUI The unknown indicator shows that system status is not available possibly still being acquired after restart or GUI login See section 5 1 for further details on the GUI status page 2 1 7 Applying and reverting a configuration Select the Review Apply button A list of tasks to be applied will appear Review th...

Page 22: ... password for the default administrative user admin can be changed by selecting the Change Password option from the Start menu Enter the existing password the new password and its confirmation and Accept to apply the change Figure 6 Start menu options Note changing the administrator s password on the GUI also changes the 2010 2016 Far South Networks ...

Page 23: ...akes 2 3 minutes but the system will check its hard disk integrity every 20th start up This could delay start up by a few minutes If uncertain of the system state please connect a serial cable to determine the boot state 2 2 System Maintenance 2 2 1 Backup and Restore The Com X configuration can be backed up to the unit s internal hard drive or downloaded to another machine Backups can be schedule...

Page 24: ...ubstantial archive 2 2 1 1 4 CDR Backs up the system s Call Data Record database 2 2 1 1 5 Excluded from backup The following items are excluded from backup and should be provided for by the system installer using scheduled scripts or other mechanisms Custom FOP2 configuration FOP2 configuration is generated by the Com X GUI on apply Custom configurations are not backed up NFS configuration Mail r...

Page 25: ...ediate backups are initiated the existing archives are listed under the appropriate sections on the backup panel The most recent backups appear at the bottom of each section To sort by a particular column click on the column header Figure 11 Managing individual backup archives Individual backup archives can be managed by right clicking on the entries To download an archive to a local disk select S...

Page 26: ... To restore from a data file saved at an external location first upload the archive to the Com X and then follow the procedure above Select Upload from the options menu on the appropriate backup set in order to upload an archive 2 2 1 6 Restoring an archive onto a replacement system In case of hardware failure it might be necessary to restore the configuration of a system onto a replacement unit t...

Page 27: ...will not match that of the device in the replacement unit As a result some telephony spans may not be available To update the restored configuration with the replacement device s MAC address edit the hardware entry double click or right click edit and select the selection button to the right of the MAC address field and select Update from detected Note It is important to note that the telephony po...

Page 28: ...lready set This field should be manually reset after any configuration archive restoration 2 2 2 Licensing Licenses are used to enable functionality on 1 4 systems Licenses are available for full PBX functionality gateway and PBX major release upgrades and for certain third party installations like ViBE see section 2 2 4 for more information on ViBE licensing and FOP2 see section 6 18 for further ...

Page 29: ... for the correct license file Figure 18 Select the appropriate license type before uploading the license As the license file is retrieved the status bar will turn blue Accepting will upload the selected file Figure 19 File retrieved and ready for upload The zip folder is then submitted for authentication After which the GUI restarts Figure 20 Licenses submitted for authentication 2010 2016 Far Sou...

Page 30: ...led link or network a once off license is required for each ViBE enabled CPE To activate the ViBE application this license needs to be installed on the internal ViBE CPE of the Com X ViBE licenses can be purchased through your Far South Networks distributor and are uploaded to the GUI as in section 2 2 2 1 Please refer to section 6 17 for further details on the ViBE application 2 2 5 Updating the ...

Page 31: ...System Maintenance and then the Packages tab Figure 22 Select the Packages tab A list showing the com x base comx gui and vibe packages as well as their versions and status is displayed Figure 23 Managed packages listed with version and status The State column provides information comparing the version of the installed package to the version of the latest package available on the Far South Network...

Page 32: ...e can be interrupted Note If no packages are selected the GUI will ask if you would like to download updates for the two top level packages comx base and comx gui 2 2 5 2 3 Install Upgrade Select individual packages or multiple packages as in section 2 2 5 2 2 and then click on the Install Upgrade option in the Options list This will install any updates to the selected package that have been downl...

Page 33: ...or Guide Page 33 3 Commissioning the unit 3 1 Global settings A range of global settings are available for configuration Double click a field to edit the field and enter required information 2010 2016 Far South Networks ...

Page 34: ...Com X Administrator Guide Page 34 Figure 26 Global Settings 2010 2016 Far South Networks ...

Page 35: ...Milliseconds Indicates the maximum number of milliseconds that the jitter buffer is allowed to buffer media before streaming out Jitter Buffer Adaptive When enabled uses an adaptive buffering algorithm that adjusts to the media stream conditions When disabled the jitter buffer length is fixed to the maximum value specified Match Digit Timeout The timeout in milliseconds after which if no additiona...

Page 36: ...ing back to the transferring extensionRingback on transfer no answer Ringback on transfer no answer Enabled by default If enabled calls that are transferred to an extension and then unanswered will ring back to the transferring extension Ringback on transfer voice prompt Enabled by default If enabled a caller will hear a short extension unavailble one moment please message before a call rings back...

Page 37: ...he LAN i e outside of the network gateway router and this DNS server or network connectivity to the DNS server should become unavailable the Com X and the DNS cache might both block on DNS lookup resulting in loss of SIP registration and general call failures Always configure the primary DNS as the LAN gateway router and the secondary DNS as an external DNS server if so required Secondary DNS Serv...

Page 38: ...terface Double click an ethernet interface to configure the following fields Field Content Name Operating System allocated interface name Description A description for the interface DHCP Client Determines whether the unit will try and obtain its IP configuration from a DHCP server If not selected the fields below need to be configured Enabled By default each port is enabled Unselecting this option...

Page 39: ... select the Servers tab Field Content DHCP Start Address The start address for the range of IP addresses from which new DHCP requests should be served DHCP End Address The end address for the range of IP addresses from which new DHCP requests should be served DHCP Router Address The address of the IP router gateway to be used by the device requesting IP configuration normally the same as the Com X...

Page 40: ...nfiguration options Apply the configuration Note When applying network configuration changes the unit automatically restarts the affected network interface s NB If the interface used for GUI access is reconfigured GUI access may be affected 2010 2016 Far South Networks ...

Page 41: ...d an IP the system will remember this assignment across restarts and will always reserve the IP for that unit The IP will no longer be served to future commas Comma End Address The end address for the range of IP addresses to allocate to new Comma units Apply the configuration Note On Com X 1 and Com X10 units the eth3 interface is the internal ethernet bus serving the Com X Media processor card a...

Page 42: ... configured Enabled By default the interface is enabled Unchecking this option will disable the interface for all functionality IP Address If Automatic IP is disabled a static IP address can be configured in this field If Automatic IP is enabled then this field can not be edited from the Gui Network Mask The network mask to use on the network Auto assigned if DHCP Client is enabled Gateway Peer IP...

Page 43: ...e metric of a network route is a property used by a routing protocol to determine whether one particular route should be chosen over another In conflicting cases traffic will be directed towards the gateway containing the lowest value metric 3 2 4 X 21 Interface configuration If the Com X is equipped with an X 21 serial interface typically for connection to leased line or frame relay services the ...

Page 44: ...ation Field Contents Name not editable serial0 Description not editable X21 1 Serial Protocol IP HDLC Raw IP in HDLC encapsulation Cisco HDLC Cisco compatible IP HDLC encapsulation Frame Relay ANSI CCITT ITU compatible frame relay encapsulation PPP Point to Point Protocol Frame relay LMI Only enabled when Serial Protocol is Frame Relay Local 2010 2016 Far South Networks ...

Page 45: ...CHAP username PPP password only valid for PPP mode PAP CHAP password PPP authorization Method of PPP authorization PPP_NONE don t use PAP CHAP PPP_AUTO use PAP or CHAP as required PPP_PAP use PAP only PPP_CHAP use CHAP only PPP service name optional PPP provider s service name normally left blank Default metric The metric of a network route is a property used by a routing protocol to determine whe...

Page 46: ...terface list PVCs are added by selecting Options New PVC The screenshot below shows the configuration of a new PVC Figure 35 X21 PVC device configuration The fields are described in the table below Field Contents PVC physical interface X21 1 2010 2016 Far South Networks ...

Page 47: ...etwork mask Gateway Default metric Same as for other interfaces To edit a PVC double click its interface entry as usual To delete a PVC right click on the interface entry and select the Delete option in the menu 3 2 5 Creating Virtual ports for VLAN and PVC Virtual ports can be configured from the GUI to connect to VLAN and PVC networks 3 2 5 1 VLAN To create a new virtual port on a Vlan network n...

Page 48: ...ifier for the VLAN Integer values from 1 to 4095 are valid VLAN identifiers Use 802 1p priority inward If checked the default the VLAN priority field on the incoming packet will be mapped to a network queue priority on the Com X device Use 802 1p priority outward If checked the default the QoS priority setting of the traffic source will be set in the VLAN priority field of the outgoing packets DHC...

Page 49: ...g with a static IP address If the interface is configured as a DHCP client this field will be populated in the DHCP negotiation process and can be read but not edited from the GUI Gateway The routing gateway for this interface Auto assigned if DHCP Client is enabled Default Metric Sets the default metric value of routes utilizing this interface In conflicting cases traffic will be directed through...

Page 50: ...configured to either VPN Server or VPN Client with a number index DHCP Client Read only Not applicable to VPN A VPN server always has a fixed IP address whilst a VPN client always receives its IP address from the remote server Enabled Optional setting to enabled or diasble the interface Disabling the interface will remove all associated ip routes IP Address The IP address of the VPN interface Conf...

Page 51: ...n conflicting cases traffic will be directed towards the gateway containing the lowest value metric 3 2 5 2 1 VPN Server By default a disabled VPN server port is configured on the Com X To configure right click the interface in the interfaces list and select edit The VPN interface configuration as in Figure 38 will load Configure interface IP settings appropriately then select the VPN tab Figure 3...

Page 52: ...es are added by selecting the Routes tab once configuring the interface Routes on VPN interfaces are added as with any other network interface as described in Section 3 2 6 3 2 5 2 1 2Generating certificates for clients To generate authentication certificates for client devices right click on the interface in the interfaces list and select VPN Clients Select New and enter the name of the client Re...

Page 53: ...hanges are applied and so no configuration will available for unapplied clients 3 2 5 2 1 3Revoking Client certificates To revoke certification for a client device right click on the desired device in the VPN Served Clients list and select Revoke Clients authenticating with revoked certifcates will be denied Note that a certificate once revoked cannot be used again A new client certificate will ha...

Page 54: ...rver via which the VPN server can be contacted Only applicable if transport is TCP HTTP proxy port Required if HTTP proxy is used the port of the HTTP proxy HTTP proxy username An optional username for authentication with the HTTP proxy HTTP proxy password An optional password for authentication with the HTTP proxy HTTP proxy retry If checked try every 5 seconds to connect to the HTTP proxy if not...

Page 55: ...ed address es is directed through the interface Routes can be configured for individual addresses as well as for a range of IP address by declaring the subnet range after a To configure an IP route select the desired interface and select the Routes tab and then the add button Figure 43 Adding a route to all addresses in the 10 0 0 X range by declaring the subnet 24 Click Accept and then review and...

Page 56: ...twork 3 3 1 Zones The Com X allows separation of its interfaces into different zones each of which is authorized to access only portion s of the available network The access provided to devices in each zone is configured through firewall policies See section 3 3 2 Figure 45 Ports can be allocated a particular zone into which they fall Configuration for each port can be edited by double clicking on...

Page 57: ...e DMZ DMZ The De militarized zone has access both to the internet and a limited partition of the internal network Interfaces in this zone are typically used to provide services to users on the external network Internet This zone holds any devices on the external internet 3 3 2 Policies Policies are used to control the access available to each firewall zone see section 3 3 1 Policies are explicitly...

Page 58: ...re available for restoration on each system These policies include what we at Far South believe should be a good out of the box policy configuration that would need particular rules and perhaps additional policies to be configured in order to meet the needs of the client To add the default policy suite to your configuration select the Firewall page of the Network tab and then the Load Defaults opt...

Page 59: ...ition in the list on the GUI By right clicking on a policy it can be moved up and down deleted and edited Figure 49 Policy Management and preference manipulation 3 3 2 3 Editing Policies To edit a policy right click the policy and select edit This edit does not allow the changing of source and destination zones for that a new policy is required but allows the resultant action to be changed choosin...

Page 60: ...iting an existing Firewall policy Figure 51 Logging Options for firewall policies 3 3 2 4 Creating a New Policy To create a new firewall policy select Options then new policy 2010 2016 Far South Networks Figure 52 Options for new rules and policies ...

Page 61: ... prevented by the policies To configure a new rule select Rule Wizard from the options menu of the Firewall page and select the type of rule you wish to configure Figure 54 Rule Wizard Types of configurable rules Each Rule type makes use of the same rules parameter sheet with certain fields pre configured depending on the type of rule 3 3 3 1 Port Forward To forward a single port or a range of por...

Page 62: ...ld like to be able to access this port forward rule Source end point The end port of the source which you would like to be able to access this port forward rule Destination Zone The allocated zone of your destination device For port forward rules this option is limited to LAN and DMZ Destination IP address The ip address of the destination device to be accessed by this port forward rule Destinatio...

Page 63: ...e of IP addresses on the same subnet Source start port The start port of the source which you would like to be able to access this rule Source end point The final port of the range of ports on the source which you would like to be able to access this rule Destination Zone The allocated zone of your destination device As this is an inbound redirect rule the zone is pre configured to Com X and can n...

Page 64: ...d and can not be edited using the rule wizard Source IP address Access to this rule can be limited to a single IP address or a range of IP addresses on the same subnet Source start port The start port of the source which you would like to be able to access this rule Source end point The final port of the range of ports on the source which you would like to be able to access this rule Destination Z...

Page 65: ...nternet zone so this field has been preconfigured and can not be edited using the rule wizard Source IP address Access to this rule can be limited to a single IP address or a range of IP addresses on the same subnet Destination Zone The allocated zone of your destination device As this is an inbound access rule the zone is pre configured to Com X and can not be edited from the rule wizard Protocol...

Page 66: ...tag you would like attached to any logging on this route Enable An Enable toggle If unchecked the rule will not be active Description An optional description for the firewall rule 3 3 4 Advanced Should you require some behaviour that can not be achieved with the rule types already listed configuring an advanced rule allows you to manually configure each field of the rules sheet This allows for adv...

Page 67: ...wing preferential queueing and transport treatment of particular streams of traffic to meet specific needs By default three special classes of traffic are supported SIP signalling SIP audio and SIP video Other unclassified traffic is left as is by Com X The special traffic classes support the setting of Layer 3 class of service DSCP and Layer 2 class of service CoS Priority for traffic generated b...

Page 68: ...sip_video Class Description Description of above DSCP Value Differentiated Services Code Point as per RFC 5865 Unclassified traffic has DF code point 802 1p priority VLAN priority as per IEEE 802 1Q also internal network queue priority P0 is normal priority unclassified traffic P7 is highest 3 4 Hardware Device configuration To list detect and configure hardware devices including the Com X externa...

Page 69: ...ist of detected devices A scan of all network interfaces can also be initiated by selecting the Scan button This process may take a couple of minutes Figure 64 The network can bge scanned for devices from the Hardware panel The number of devices detected is displayed in the top right corner of the Hardware panel To add detected devices to the configuration select the Add menu item followed by the ...

Page 70: ...anually added or edited a device configuration form will appear 3 4 5 1 Configuring Comma devices Double click an ethernet interface to configure the following fields Field Content Device Name A custom name for the device Model Type The card configuration of the device If the device was detected this field will be populated automatically Auto IP On first boot request an IP address from the Com X M...

Page 71: ...d provides configuration to devices on boot up on interfaces configured for Comma services Timing Mode The timing source for the device Options are Local Recover timing from the local Com X clock i e this device is a clock master System Recover timing from another clock master i e this device is a clock slave This is equivalent to the iTA Network clocking mode Bri Pri Priority 1 Configure this dev...

Page 72: ...atic IP falls within the DHCP pool the DHCP server will always allocate it to the device i e the DHCP client on the device should still be enabled If the static IP falls outside the DHCP server IP pool the device should be manually configured with the static IP and its DHCP client disabled Please see section 3 2 2 3 for more information on configuring DHCP services on an interface MAC The device s...

Page 73: ... gz archive on the Com X unit will result in these files being deleted and the Com X losing all association to the phone Each handset will have to be re added to the hardware panel to allow configuration of any of the settings mentioned Note If the phone connects to a network with a DHCP server other than the Com X present the DHCP server should configure option 66 to refer to the Com X when respo...

Page 74: ...e GUI of the Com X This is done by forwarding ports ensuring that all hardware is available remotely even if it is behind a firewall 3 5 1 1 Manually add Managed SIP Phone It is possible to manually add a device without the device even being present on the network however the MAC address of the device must be known This allows for configuration of units prior to installation or for the autoprovisi...

Page 75: ...cted to the network IP Address An IP address unique to the device on the network Auto assigned if Auto IP Client is enabled Network Mask The network mask the device should be configured with Auto assigned if Auto IP is enabled Attached Network The network interface through which the device will connect to the Com X Configuration Path The location on the com x at which the configuration is stored T...

Page 76: ... 73 Detected Devices increases Select Options and then Detected to see a list of detected phones Select a Managed SIP Device When configuring an auto detected device the Com X automatically detects and populates all fields with appropriate settings The name of the device is defaulted to the Mac address of the unit and this is the only field that should require optional editing Figure 74 Adding Man...

Page 77: ...etected device IP Address An auto detected device will have received its IP address from a DHCP server on the Com X so this field will automatically be populated by the GUI Network Mask The network mask of an auto detected device will be automatically configured Attached Network This field will be automatically set to the interface serving DHCP to the auto detected phone Configuration Path The loc...

Page 78: ...ur handsets extension numbers and settings voicemail DNS NAT etc Navigate to Options and select Spreadsheet the import Browse for your spreadsheet file and select ok A sample spreadsheet for you to work from is available at http www farsouthnet com wp content uploads 2013 08 Com X IP phone config sample xls Note The fields listed in the spreadhseet can vary and not all options need be configured I...

Page 79: ...Adding a Managed SIP phone from a VLAN interface For a variety of security and performance reasons it may be desireable to host SIP handsets on a virtual LAN In order to configure a managed SIP device to reside on a VLAN a VLAN interface needs be configured as in Section 3 2 5 1 In order for the DHCP server on the VLAN interface to provide DHCP to the handset the phone needs first to be configured...

Page 80: ...P phone Only apply from the review apply button once the managed SIP phone shows both the correct VLAN interface and IP address Note With certain handsets the DHCP settings remain set until the interface goes down so it may be necessary to physically remove and replace the network cable or induce a power break cycle before the phone reconfigures itself to the VLAN If it is not feasible to enable D...

Page 81: ...e phone Note It is recommended that any phones that are added be factory defaulted as a part of their initial configuration It is not possible to reassign lines on devices if they are already assigned to extensions the association to the extension must first be deleted Factory defaulting phones as you install them deletes any extensions configured in a previous installation and ensures that the Co...

Page 82: ...d assigned to multiple lines on the same device Enter the DID of the starting extension this extension will be assigned to the first selected line on the handset The other selected lines on the device will be assigned extensions with consecutive numbers Figure 83 Four extensions will be created and assigned to the lines of the same handset 3 5 5 4 Assigning free extensions to available lines on Ma...

Page 83: ...ip Phone FIELD DESCRIPTION Enable If not ticked the line will not be available for configuration Local Extension Port If enabled SIP Server Register Login and Register Password fields will be automatically populated Disable this option to manually enter configuration details and register an extension on a remote system Label on Phone Enter the label you would like to see on the phones display Regi...

Page 84: ...e extension registers on the remote system NAT Traversal If enabled the phone will use NAT to locate its remote host Note In order for a line on a managed Sip phone to register as an extension on a remote system correct routing needs to be configured on both systems This would require a route to allow the phone to connect to the external network through the correct interface and a corresponding ro...

Page 85: ...and can be logged in to from any free port by dialling the 11 feature code See section 3 7 5 3 5 7 2 Deleting Extensions To delete an extension right click on the extension in the extensions list and select Delete This will result in the line on the phone becoming a free port and the extension being deleted The extension will be removed from any inbound routes queues ring groups flexpaths and othe...

Page 86: ...t a destination If the user of the managed SIP Device is on a call pushing the key will transfer the call to that destination If no call is in progress pressing the key will initiate a call to the destination By default the DSS key will also show the status of the destination through the Busy Lamp Field If the destination is available the lamp next to the DSS key will be green If the destination i...

Page 87: ...Managed SIP Devices from the Com X GUI will cause the handset to reboot The device will reboot and then update configuration upon startup This process results in the phone being unavailable for around one minute after a Review Apply 3 6 Configuring Comma device ports When a device is selected in the device list the available ports on the device are categorized and listed in the ports tree on the r...

Page 88: ...lerance in the event of an incoming fax DID number A direct inward dialing number to associate with this port A call incoming on this port may be routed using the DID DID description A custom description for the DID Detect caller ID If this is enabled the incoming caller ID if available will be detected and may be used in inbound routing Hangup detection Devices such as Least Cost Routers connecte...

Page 89: ...using this port is allowed to transfer calls Immediate mode When enabled ring tone is not provided when the phone goes off hook and the Com X is required to take immediate action such as dialing an emergency number Please see section 3 12 11 7 for more detail on using FlexPath with his feature Fax channel Indicates that this port is to be used for fax Enabling this setting disables echo cancellati...

Page 90: ...nd this uncomfortable NLP is recommended for quiet remote environments Please see section 3 6 8 1 for a detailed discussion around echo cancellation Note This setting applies to all BRI ports in the same BRI trunk group as this BRI port This option is not available if the port is not part of at least one BRI trunk group Detect Fax When enabled all BRI ports in all trunk groups to which this BRI po...

Page 91: ...e B some of the audio exiting B s earpiece re enters B s microphone and is returned as echo Analog lines exacerbate this problem due to additional reflection of audio in the electronic circuitry The result of audio feedback at B is that person C hears his her own voice after a short delay i e echo occurs The person hearing the echo should look to the remote party for the cause of the echo and not ...

Page 92: ...be a concern and proceed to eliminate each of the potential contributing elements from the equation by testing with different phones connecting phones directly to the Com X FXS ports turning echo cancellation off completely to establish a quality baseline and then trying different combinations of echo cancellation with and without NLP on the different extensions Often the first measure to attempt ...

Page 93: ...trap to the Com X earth stud could be unnecessary The Comma iTA if present does not have an earth connection in its power brick and must be earthed using an earth strap and its earth stud It is important that Com X and iTA devices are earthed in a star pattern to a single earthing point Do not wire an iTA to a Com X s earth stud or vice versa Be careful not to create earth loops which may induce n...

Page 94: ... be deliberately reserved for fax use by disabling echo cancellation This is done for FXO ports by enabling the Detect Fax option and for FXS ports by enabling the Fax channel option in the hardware panel which disables echo cancellation and configures additional jitter buffering for the port 3 6 8 2 Telco issues Telco FXO connectivity cable distance and environment etc introduces additional signa...

Page 95: ...troubleshooting 3 6 8 4 Additional configuration for faxing over PRI In order to enable clear channel communication for fax over PRI the PRI needs to be configured to allow fax detection and the disabling of echo cancellation on fax calls This is performed by enabling the Fax detect setting on the PRI port in the hardware panel 3 6 8 5 Fax over IP Com X systems support t 38 faxing and g711 bypass ...

Page 96: ...ions panel Configured extensions are categorized as those having been assigned to extension ports and those that are unassigned free extensions Free extension ports are also listed These ports are available for either fixed extension assignment or for dynamic extension login hot desking For each extension the number friendly name pickup group port assignment port secret extension type analogue or ...

Page 97: ... the GUI will present a warning to the user 3 7 3 2 Adding Unassigned extensions When a range of extensions is added the friendly name is set equal to the extension number 3 7 3 3 Adding Generic SIP extensions A Generic SIP extension allows local or remote login of any standards based SIP phone or softphone When a Generic SIP extension is created both an Extension and an Extension Port are created...

Page 98: ...ength 12 is generated for each newly created extension 3 7 4 Configuring extensions 3 7 4 1 Basic configuration Field Content Number The extension number selected during creation This cannot be changed after extension creation Friendly name A custom name for the extension Port The device and port the extension has been assigned to if any This can only be changed by unassigning and re assigning the...

Page 99: ...Com X Administrator Guide Page 99 3 7 4 2 Advanced configuration 2010 2016 Far South Networks ...

Page 100: ...nly when the user dials 1 in call Inbound Only Only calls that extension receives will be recorded but not calls which it initiates Outbound Only Calls initiated by the extension will be recorded All other calls will not be recorded Ring time The number of seconds to ring before activating voicemail This setting is ignored if voicemail is not configured or follow me is active Pickup group Assign t...

Page 101: ... usual e g to voicemail or normal busy signal If the target extension has follow me enabled with a ringall strategy the call will first be passed through the follow me list with campon callback offered only if no extensions in the follow me list answer the call and at least one of the extensions is busy Should the initial target extension be unanswered rather than engaged the campon callback will ...

Page 102: ... one at a time in turn Memory Hunt Rings the first extension in the follow me list then the first and the second then the first second and third etc First available Rings only the first available extension if that extension is engaged but has call waiting it will ring call waiting I e available includes the concept of call waiting First not on phone Rings the first available extension for which th...

Page 103: ...ed to the person answering the call in the case where call confirmation is required Please see section 4 17 for more detail on system recordings Too late announce A message to be played to a person answering the call in the case where they have picked up the call have not pressed 1 to confirm yet and in the interim someone else has picked up and confirmed Please see section 4 17 for more detail on...

Page 104: ...Remote SIP extensions When configuring SIP extensions as remote extensions at a remote site e g home ADSL if the Com X is located behind a NAT firewall on the network configure the NAT firewall to forward UDP port 5060 to the Com X internal IP address If required no NAT available also forwards RTP ports 10000 20000 to the Com X internal IP address You may also need to configure the external addres...

Page 105: ... for details on configuring handsets and extensions from a spreadsheet please see the Adding hardware devicesfrom a spreadsheet technical note available from http farsouthnet com support technical notes 3 7 12 Deleting extensions Extensions may be deleted individually or as a group by selecting Delete from the extension context menu Note Deleting an extension that is in use in an inbound route wil...

Page 106: ...owed types are Analogue trunk FXO ISDN BRA BRI When the group was created from a selection of trunks the type will automatically be selected Table 13 Trunk group configuration addition After creation the new group and any ports belonging to it will be listed under the Trunk Groups node 3 8 2 2 Editing trunk groups Trunk groups can be edited by right clicking on the trunk group in the group list an...

Page 107: ...t menu and selecting an existing group of the same type Only groups of the same type will appear as options for selection After being added to a group the trunks under the Trunk Ports node will show the group name they belong to in parentheses 3 8 2 4 Removing trunks from a group To remove a selection of trunks from a trunk group find the group under the Trunk Groups node and select the trunks usi...

Page 108: ... remote peer by matching the incoming registration request s username with the provider s SIP trunk name At this point the provider s SIP trunk moves from having an UNKNOWN peer to being associated with the registered IP address An incoming call is matched by the recipient by looking at the incoming call s IP address and FROM field which defaults to the caller ID of the caller or the calling peer ...

Page 109: ... will be associated with this trunk on registration Note When configuring a Com X to Com X SIP trunk if the registering trunk is configured and applied on the registering Com X before the SIP provider configuration is applied on the Provider Com X the registering box will need a sip reload to initiate registration We therefore recommend configuring and applying the provider trunk before the regist...

Page 110: ...Com X Administrator Guide Page 110 Figure 92 SIP trunk basic configuration options 2010 2016 Far South Networks ...

Page 111: ...ind a NAT router Secure If this is setting is enabled after registration with the SIP provider all invites will require successful authentication as well as port number matching Disabling this settings allows invites to proceed without further security requirements after successful registration Skype Indicates that the trunk is to connect to a Skype Connect SIP server and configures Skype specific...

Page 112: ...nk can be selected by using the Codecs button Use Ctrl Left Click holding Ctrl down to select multiple codecs Individual codecs can be moved up and down the codec priority list by selecting the codec entry and selecting the Up or Down buttons When negotiating a SIP call the codec with the highest priority at the top of the list will be attempted first then the second and so on Codecs may specify t...

Page 113: ...erisk PBX server to server communications protocol designed to work well across firewalls and NAT Multiple IAX trunks can be configured for call routing IAX trunks can be configured as providers or as peers registering with providers IAX supports multiplexing of channels over a single link Data from multiple calls are merged into a single stream between two endpoints reducing the IP overhead witho...

Page 114: ...Com X the registering box will need a iax2 reload to initiate registration We therefore recommend configuring and applying the provider trunk before the registering trunk Register with Provider When enabled the IAX trunk will attempt to register its IP address with the IAX host at the provider address configured The registration string will use the configured username Table 17 IAX trunk basic conf...

Page 115: ...ing in routes with no trunks associated Note that if the trunk was a provider with active registrations from clients the clients need to re register or their registrations will remain invalid until they time out 3 9 Budget Trunks Each Voip trunk and trunk group can be configured as a budget trunk These trunks are associated with a variable minutes value that depletes as outbound calls are complete...

Page 116: ...tes The number of minutes to reload to the system on the selected reload date Carry Over This indicates the percentage of the remaining unused minutes at the end of the reload period to be carried over into the next period Current Minutes The initital minutes to be added to the trunk as soon as budget options are configured Last Reload Date Automtacially populated This field serves to indicate the...

Page 117: ...rioritized to form outbound routes routing calls based on dial patterns The Com X supports routing to trunk groups as well as individual FXO trunks and BRI channels 3 10 1 Viewing configures outbound routes The list of existing configured outbound routes can be accessed by selecting Start followed by Configuration and the Outbound panel For each route listed the route s name the pin code and an in...

Page 118: ...the internal local CID and not the outbound CID of the extension or trunk Table 19 Outbound route configuration Note If changes are applied while an outbound route has no associated trunk the dial patterns for that route will be lost after the apply 3 10 4 Dial Patterns 3 10 4 1 Adding dial patterns to an outbound route The Dial Patterns for outbound routes are analyzed and the highest priority ro...

Page 119: ...alogue trunks FXO BRI trunks PRI SIP providers and Trunk Groups will be displayed Multiple trunks and groups can be selected for addition by using Ctrl Left Click Once added trunks can be prioritized by selecting a trunk and selecting Up or Down from the trunk s context menu Calls will be attempted on the trunks in the order that they appear in this list 3 10 6 Removing Trunks from a route A Trunk...

Page 120: ...the Inbound panel For each configured inbound route the DID and CID pair used to match the route the route description destination type and destination are displayed To manage inbound routes select an option from the desired route s context menu 3 11 2 Adding a new inbound route To add a new inbound route select the Add button on the Inbound panel 2010 2016 Far South Networks ...

Page 121: ... and so the telco might only signal a subset of the DID numbers e g the last 4 digits MSN numbers are not guaranteed to be consecutive As a result the MSNs signaled by the telco might be longer than the DIDs The full MSN number arriving at the PBX needs to be matched in order to process the call CID Caller ID number is the caller s number sent to the PBX by the telco This field may contain a patte...

Page 122: ...e configured the destinations will become available selections in the Inbound Routes destination menus 3 11 4 5 Termination The following termination options are available for inbound routing busy a busy tone is provided to the caller congestion an All circuits are busy now message is provided to the caller hangup hang up the call on hold forever places the call on hold without termination ring pr...

Page 123: ... FlexPath configuration panel all these ports are displayed in a tree structure in the right hand column of the screen along with the selected routing path for each port By default no FlexPaths are defined and every port is displayed with the default path A port configured as default will route as follows FXS SIP phone port routed as internal extensions i e access to internal destinations and Outb...

Page 124: ...hat match incoming DIDs Inbound Direct Includes configured extensions only including services that have extensions such as queues and groups Excludes feature codes This type forms a bridge between DIDs and internal extensions If a call is inbound with a DID that matches an extension having Inbound Direct enabled allows the call to be routed directly to the extension without the need for an inbound...

Page 125: ...l has been routed to another FlexPath the matching process starts with the first route in the destination FlexPath Other Internal extensions feature codes and existing inbound routes Please see 3 12 2 1 for more detail Outbound Existing outbound destinations Table 22 FlexPath destinations 3 12 4 Viewing existing FlexPaths To view existing FlexPaths select Start Configuration FlexPath For each Flex...

Page 126: ...exten from any handset Enabled Gateway Recording If enabled calls placed through this flexpath will be recorded Calls Originate locally For gateway scenarios If enabled calls recorded on this flexpath will be marked as outbound in the recordings and CDRs Table 23 FlexPath configuration 3 12 6 Deleting FlexPaths To delete a FlexPFlexPath select Delete from the path s context menu Confirm deletion t...

Page 127: ...y selecting Move up or Move down from the route s context menu 3 12 9 Editing routes in a FlexPath To edit a route in a FlexPath select Edit from the route s context menu Please see 3 12 7 for more detail on route configuration 3 12 10 Deleting routes from a FlexPath To delete a route from a FlexPath select Remove from the route s context menu Note Empty FlexPaths are valid A port assigned to an e...

Page 128: ... 302 is assigned to pathInternational 3 12 11 2 Partitioning multi tenant Scenario Company A and Company B share a PBX Each company has reserved a set of BRI channels for their exclusive use Company A 4 BRI channels on BRI ports d1 and d2 Company B 4 BRI channels on BRI ports d3 and d4 Extensions 8xxx belong to Company A with reception at 8000 Extensions 9xxx belong to Company B with reception at ...

Page 129: ...o the Inbound routes companyB in Add a Match route that transforms incoming BRI calls with any DID to the reception extension and forward these to the Inbound routes Assign Company B s BRI trunk groups to the companyB in FlexPath companyB out Include an internal route that facilitates dialing internal extensions companyB out Add a rule that matches outgoing numbers other than extensions and routes...

Page 130: ...ity IP link between the two offices The company requires a PBX system at the head office with internal extensions at both office locations the two offices SIP trunks and PSTN trunks provided for call routing at the head office location Configuration Both the head office and the branch office are provided with Com X units Extensions Head office extensions configured as 101 105 Branch office extensi...

Page 131: ...e branch CID to the appropriate FXO port in effect using the correct legacy PBX extension for activity from the associated branch extension FlexPath At the branch create a FlexPath with a Match rule that matches head office extensions with an outbound route as destination and the following transform CD At the head office add FlexPaths with Match rules that match the DIDs transformed by the branch ...

Page 132: ...egacy PBX would be providing dial tone directly If the legacy PBX s extension rings the associated Com X extension also rings This enables calls to be recorded on the legacy analogue extensions Though dialed numbers cannot be recorded in CDR records for the legacy extensions since the number is not collected by the Com X solution but rather passed straight through to the legacy PBX the duration of...

Page 133: ... port BRI ports cannot be assigned to FlexPaths directly Create FlexPath for each BRI port Add Start routes to the FlexPaths that transform to the required DIDs Set the destinations of the Start routes to Inbound DIDs for inbound call routing Assign the BRI ports to their specific FlexPaths 3 12 11 10 Load balancing calls Outbound calls can be load balanced across telco interfaces or network route...

Page 134: ... whether a legacy PBX is providing dial tone in the trunk or a premi cell is available This might also be of use if the wiring to the Com X1 is not clearly marked to determine which trunks have service Configuration create an outbound route called trunk tester with dial pattern 99 and the trunk of interest included in the trunks list Dial 99 Configure for automatic test on pickup Replace the dial ...

Page 135: ...ll Enabled Both calls initiated and calls received will be recorded Disabled No calls will be recorded Inbound Only Only received calls will be recorded Outbound Only Only calls initiated by the extension will be recorded Call recording can be configured on multiple extensions simultaneously by selecting multiple extensions before editing Note In order for the caller or the recipient of the call t...

Page 136: ...on Internal calls are not recorded in either of the users call monitors if the called user does not have inbound recording configured or has on demand inbound call recording configured and has not used the on demand feature code regardless of the calling user s configuration If on demand recording is activated on an internal call by either party provided that party has on demand recording configur...

Page 137: ... recordings from their user s Call Monitor by selecting the Call Monitor option The system administrator can view and play all call recordings for all users by logging into the User portal with username admin and password ari_password The admin user s password can be changed by editing the usr share freepbx recordings includes main conf php file and specifying the desired password in the ARI_ADMIN...

Page 138: ...en power is restored If present it is recommended to connect applicable ADSL routers and related network switches to the same UPS as the Com X 3 14 1 Supported UPS Devices The following UPS devices are confirmed to work with the comma ups service Other devices may also function correctly Proline B1000 Proline B600 3 15 Securing the system It is of utmost importance to ensure that the Com X system ...

Page 139: ...ace the Com X behind a firewall Perform port forwarding on a non standard port to port 22 on the Com X for SSH access Tunnel HTTP access through the SSH connection Limit administrator access SSH and web GUI to a white list of MAC addresses IP addresses or networks Activate fail2ban please see section 6 16 3 15 3 VoIP If the Com X is accessing external VoIP trunks via a NAT router firewall no speci...

Page 140: ...2 Attended transfer The person wanting to connect the caller with a third party may place the caller on hold by picking up the second line pressing a hold button or initiating an attended transfer The caller hears music and the intermediary has one extension channel available to call the intended destination with and confirm availability The intermediary can interact with the destination and conne...

Page 141: ... evoked before the ringback occurs so a transfer to an extension with follow me enabled will only ring back to the intermediary extension if the destination extension and all extensions in its follow me list are unavailable or unanswered If the ringback mechanism sends the call back to the transferring extension and this extension is no longer available or the call is unanswered the destination wi...

Page 142: ...ailover Intermediary Voicemail Enabled Intermediary Follow me Enabled Destination Voicemail Enabled Destination Follow me Enabled Ringback Occurs Destination After Ringback Destination extension voicemail Destination extension Follow me failover N A Destination extension Follow me failover Destination extension voicemail Destination extension Follow me failover Table 25 Ring back behavior 2010 201...

Page 143: ...led user would be attempted again 3 16 4 1 Disabling Ringback Functionality From the global settings menu ringback functionality can be customised to be enabled or disabled for all transfers to busy extensions or unanswered extensions See section 3 1 for details on configuring ringback on busy and ringback on unanswered Both settings are enabled by default If ringback on transfer busy is disabled ...

Page 144: ...ess to repeat the announcement If this is set a delay will be inserted after the announcement has been played to allow the user the option of repeating Allowed keys are 0 9 Allow skip If this is enabled should the user press a key during an announcement the announcement will be skipped Return to IVR When enabled after the announcement has been played the call is transferred to the last IVR Note Ev...

Page 145: ...vice to be called back must support incoming calls directly e g some hotel and pay phones do not Note If a callback number is not specified here the calling device must presents a proper CID Delay before callback The amount of seconds to delay before calling back Destination Once connected via callback the destination to which to transfer the called back party Table 27 Callback configuration 2010 ...

Page 146: ...ntering the pin Join message If set this audio recording will be played before a user joins the conference Leader wait If enabled the conference will not start until the leader has joined by entering the Admin pin Quiet mode When enabled audio recordings associated with joining and leaving the conference will not be played User count If enabled the number of users already in the conference will be...

Page 147: ... of day night modes can be programmed on the Com X Each has a feature index and can route calls according to its own set of rules These allow configuration of day night to support multiple receptionists tea or lunch breaks after hours etc 2010 2016 Far South Networks ...

Page 148: ...t destination can be selected here chaining together these conditions to form a logical AND tree I e a number of decision junctions can be joined and manipulated by setting the modes for the day night controls that have been chained together An example 280 has Day 281 280 has Night Support ring group extension 281 has Day 282 281 has Night Alternative receptionist 282 has Day Reception 282 has Nig...

Page 149: ...associated with the function Use default If enabled the existing feature code will be replaced with the default feature code for this function if different from the existing one Enabled Allows the disabling and enabling of individual functions If disabled the feature will not be available on the system The code associated with the feature will remain configured even when disabled Table 30 Feature ...

Page 150: ... after pressing the in call recording feature code default 1 W Allow the calling user to start recording after pressing in call recording feature code default 1 L Limit trunk calls to a specified duration Parameters are separated using and only the first parameter is mandatory The first parameter indicates the maximum duration in milliseconds of the call The second parameter indicates when a warni...

Page 151: ...LN G 729 We recommend using the wav format since it results in higher quality recordings and does not use additional codec translation resources which may affect performance on systems with high usage Recording location If this field is blank the default location var spool asterisk monitor will be used to store recordings If this field is populated ensure that the trailing is included and that per...

Page 152: ... the pound key No message Unavailable The person at extension ext is unavailable followed by the default message Busy The person at extension ext is on the phone followed by the default message Optional voicemail recording gain If present applies additional gain on the recording The number entered is interpreted as whole numbered dBs Do Not Play please leave message after tone to caller When check...

Page 153: ...s in the Company Directory by Specifies whether the first three letters entered by a user using the directory will look up by first name last name or both Announce Extension When transferring a call as a results of a directory lookup announces the transfer extension if this option is enabled Please hold while I transfer you to extension xxx Operator Extension When a user selects a 0 while engaging...

Page 154: ...he system to automatically check the internet for FreePBX and Asterisk version updates Updates of the FreePBX and Asterisk modules are managed by Far South Networks for the Comma and Com X product ranges This field should be left blank Update email An email address to send notifications of available updates to Updates of the FreePBX and Asterisk modules are managed by Far South Networks for the Co...

Page 155: ... 7 IVR The Interactive Voice Response feature allows the creation and chaining together of interactive voice announcements and corresponding menu selections to facilitate user call transfer in the Com X system 2010 2016 Far South Networks ...

Page 156: ... access the directory specified here if the user uses the Directory feature code Enable Direct Dial If enabled users can dial extensions directly from within the IVR Note Having direct dialing enabled introduces a delay before the IVR responds to menu options while the system gives the user a chance to dial more digits re dialing an extension Note If enabled and some of the configured extensions s...

Page 157: ...gured the call terminates Destinations For each valid selection in this IVR enter the digit s to activate the selection and the call destination to transfer the caller to A special t destination is used to configure a destination on user selection timeout A special i destination is used to configure a destination on invalid user selection For each destination if the Return to IVR option is enabled...

Page 158: ...84 b 100 url The s switch redirects the music stream for PBX use The mono switch transforms the stream to 1 channel audio as required The f switch adjusts the audio volume You can also try f 8192 softer or f 32768 louder The b switch configures an audio buffer of the specified amount of Kbytes If your connection to the streaming server suffers from delays consider adjusting this value Setting this...

Page 159: ... in your etc amportal conf file Enable random play Enabling random play will select audio files to play in a random order If this is disabled files are played in the order listed here Table 33 Playback configuration 4 8 3 Adding a music category Music categories categorize the audio files available on the Com X PBX server storage Field Content Category name A unique name for this audio category Ta...

Page 160: ...ed to provide the audio format This should be a format understood by Asterisk such as alaw and is specific to the streaming application you are using Please see information on the musiconhold conf configuration for different audio and internet streaming source options Table 35 Streaming music category configuration 4 9 Outbound routes This feature allows advanced access to outbounds routes and sho...

Page 161: ...extension s external CID nor the route s external CID Music on hold If specified the audio file will be played before routing the call This allows country specific or destination specific messages or instructions to be played before placing the outbound call Dial patterns This route will only route calls if it is the highest priority outbound route that matches the destination number to one of the...

Page 162: ...rom this group if such an extension is deleted Table 37 Paging configuration 4 11 Intercom The intercom feature allows for a call to be placed to phones supporting the feature and for such phones to automatically answer the call and play the audio on speaker To enable intercom disabled by default navigate to the GUI then Start Configuration Advanced and Feature Codes Enable the Intercom Prefix fea...

Page 163: ...bay Parking lot context The dialplan context for parked calls Changing this setting might result in parked calls no longer functioning Parking Alert Info Additional information to be added to the call when the call is transferred to the destination for orphaned calls Phones supporting SIP Alert information could then inform the user receiving an orphaned call of the call s orphaned status by displ...

Page 164: ...bases 2000 entries are to be uploaded additional configuration is required Please see the Com X Troubleshooting guide for more detail large phonebook imports Note If the delimiter is something other than the import will fail Please see your operating system application help for configuring as the CSV export delimiter Table 39 Phone book entry configuration options 4 14 Pin Sets Pin Sets are a conv...

Page 165: ...ir position in the queue projected waiting time and the option to use self service menus to exit the queue and transfer to other destinations Agents servicing queues are allowed to log in by dialing the queue number followed by and log out out of queues by dialing the queue number followed by are provided with information re callers waiting in the queue and queues can be configured in flexible man...

Page 166: ...t can support a call to the external number Extension quick pick An ease of use drop down list of extensions to allow quick addition of extensions to the list of static agents in the queue Agent announcement An announcement to be played to the agent prior to connecting the agent and the caller Join announcement An announcement to be played to callers upon their placement in the queue Music on hold...

Page 167: ...et to Yes a call will trigger the AgentCalled AgentDump AgentConnect and AgentComplete manager AMI events Member status If set to Yes the QueueMemberStatus manager AMI event will be generated Skip busy agents If set to Yes agents on occupied extensions will be skipped as if the line were returning a busy signal This prevents the call waiting feature from being presented with a call and the next ag...

Page 168: ... the IVR removing them from the queue and directing their calls to the destination specified by the IVR option Repeat frequency The frequency with which the optional IVR menu is announced 0 seconds to disable announcements Destination The destination for any failover calls i e Calls that are removed from the queue without being answered by an agent Table 41 Queue configuration options 4 16 Ring Gr...

Page 169: ...first extension has unconditional call forwarding enabled then all of the extensions in the list will ring Ring time The time in seconds for which each extension in the list will ring Extension list The list of extensions to be included in this ring group External numbers may be included if suffixed by a If an internal extension is suffixed by a then the follow me of that extension will be used fo...

Page 170: ...ent confirmed Destination if no answer The destination to which to send unanswered calls This can include extensions voicemail boxes IVR s announcements queues phonebook entries and terminations Table 42 Ring group configuration oprions 4 17 System Recordings Audio can be recorded and used in features such as announcements IVR etc Recordings can be uploaded and made from an extension Follow the in...

Page 171: ...e that results in a match for this time condition If the current system time does not match this time group the call will be routed to the no match destination Please see 4 19 for detail on Time Groups Associate with If a day night feature code e g 283 is specified here and the day night entry is enabled this time condition will route directly to the day night entry ignoring the time condition set...

Page 172: ... finish The end time for the block of time this time group specifies Week day start The start day for the block of time this time group specifies Week day finish The end day for the block of time this time group specifies Month day start The start day in the month for the block of time this time group specifies Month day finish The end day in the month for the block of time this time group specifi...

Page 173: ...xtension when created may be specified to join the default voicemail blast group resulting in it automatically being added to this group and automatically being deleted from this group if such an extension is deleted Table 46 Voicemail blasting configuration 4 21 DISA A DISA destination allows for an outbound dial tone to be configured as a destination on the unit This could be used to allow parti...

Page 174: ...ed a call can be hung up using the feature code while in call This will present the user with dialtone again and allow another outbound call 4 22 Listening in on calls Spy feature The Com X PBX allows a spy feature to be enabled that allows the listener to listen in on calls in progress Input from the listener will not be audible to the callers on the call being listened in to To listen in on all ...

Page 175: ...apply the configuration and set the status to synchronized Figure 96 Configuration and synchronization status display 5 1 2 Services menu A list of services and their status is offered on this page From this list services can be configured to restart and be enabled disabled and enabled disabled on start up To restart or enable disable a service right click and select the appropriate action Figure ...

Page 176: ...sing Monitor Asterisk Set log level Brief Verbose 5 3 Call Detail Records CDR 5 3 1 Reviewing Call Detail Records The Com X records call detail records for all calls To access these records select Call Log from the Reports menu Specify the period for which records should be retrieved and select Search Figure 98 Call record search options For each record the date channel call source caller ID desti...

Page 177: ...for details re editing system files 5 3 3 Accessing the CDR database To access the records in the MySQL CDR database remotely the Com X needs to be configured to allow an external user access 1 Configure the Com X to allow remote connections to the MySQL server by editing etc mysql my cnf and changing the bind address field to 0 0 0 0 Note This poses a security risk and remote access should be res...

Page 178: ...tically deleted to prevent loss of service due to storage device overflow The oldest recordings are deleted first and recordings are deleted until the consumed disk space is less than 96 of capacity 5 5 Retrieving monitoring information To access monitoring functions select Monitoring from the main menu bar and select the category and function of interest Results are displayed in tabular format wi...

Page 179: ...f IAX registrations IAX registrations configuration file etc asterisk iax_registrations conf Network interfaces System nerwork interface configuration file etc network interfaces SIP peers SIP peer configuration file etc asterisk sip_additional conf SIP registrations SIP registrations configuration file etc asterisk sip_registrations conf mISDN ports mISDN configuration file etc asterisk misdn con...

Page 180: ...er they are Up and their Rx Tx and error statistics Also shows IP configuration for each interface Performance Displays system performance snapshot including CPU performance active processes memory usage and page file usage System log Displays the system wide log This includes information warning and error messages from system wide applications and services var log syslog Telephony Dahdi channels ...

Page 181: ...s booting and channel events SIP peers Asterisk CLI sip show peers Displays SIP peers that have registered with the PBX and their status SIP registry Asterisk CLI sip show registry Displays the PBX SIP registry SIP trunks should be listed here when registered with SIP providers misdn channels Asterisk CLI misdh show channels Displays available BRI channels misdn stack status Asterisk CLI misdn sho...

Page 182: ... address allocated by a DHCP server 6 1 2 1 Serial access Connect a serial cable to the unit s serial port and configure a terminal emulator such as putty with the following settings 115200 8 N 1 The cable should be a null modem serial cable with pin 2 RxD and pin 3 TxD crossed and pin 5 ground signal connected to pin 5 ground signal Note Com X10 and Com X5 units feature serial ports with Rj45 con...

Page 183: ... when convenient command is recommended This stops the Asterisk service as soon as no calls are in progress and ensures that rebooting the system does not affect any active calls Figure 101 sudo asterisk rx stop when convenient stops the asterisk service so that no calls are cut off then sudo reboot reboots the Com X system 6 3 Configuring email services 6 3 1 Configuring voicemail to email To ena...

Page 184: ...ery sendmail can be configured to deliver outbound mail into the relay server s queue An authentication username and password can also be configured The mail relay server may be configured to only allow emails from a specific domain in which case the sendmail server could need to be configured to masquerade as originating email from that domain From the Start menu select Configure and General sett...

Page 185: ...s is a test email This is line 2 Cc test user farsouthnet com 6 3 4 Monitoring outgoing email Each outgoing email attempt and the result of the delivery attempt is recorded in the sendmail log files To view from the command line use one of the following commands less var log mail info navigate through the log tail var log mail info list the last few lines tail f var log mail info real time monitor...

Page 186: ...lls without allowing new calls in the interim sudo asterisk rx stop gracefully To stop the Asterisk PBX software immediately sudo etc init d asterisk stop 6 4 2 3 Starting Asterisk To start the Asterisk PBX software sudo etc init d asterisk start 6 4 2 4 Notify when no calls In some situations you may want to wait until there are no calls on the sytem before performing some action The script below...

Page 187: ...mezone The Com X unit tries to obtain date and time from an NTP server on the internet Failing this or in the case where the date time discrepancy on a unit is large the date and time can be configured as follows 1 Log into the system as described in 6 1 2 If the system is unable to contact an internet NTP server to derive time from date and time might be presented using UTC GMT 0 which may not be...

Page 188: ... mode and select Drop to the root shell prompt If the system was booted from a USB disk mount the hard drive as follows mount dev sda1 mnt chroot mnt Change the comma user password as below passwd comma Enter the desired password reboot 6 10 Adding static routes to the network It may be desirable to add static routes for routing of specific subnets via specific gateways or over specific interfaces...

Page 189: ...IOS and remove the USB drive from the boot priority list 6 12 Third Party Modules Please note that Far South Networks does not actively support third party modules and installations Note third party configurations and data may not be backed up by the Com X backup utility 6 13 Telephone Management Systems TMS 6 13 1 MAN 3000 6 13 1 1 Installing MAN 3000 support The Com X supports logging of call re...

Page 190: ...TCP IP configuration by enabling Soft Online Authentication or your Man3000 USB software dongle Figure 104 Man3000 settings menu Figure 105 Man3000 port settings Configure the TCP IP settings with the IP address of the Com X PBX 2010 2016 Far South Networks ...

Page 191: ...om support technical notes right click Save Target As or Save Link As Alternatively download the formats directly using a downloader such as wget from http archive farsouthnet com support fsnInbound PBX http archive farsouthnet com support fsnOutbound PBX Configure the MAN3000 software to use the Far South Networks Inbound PBX format for PABX format 1 and Outbound PBX format for PABX format 2 2010...

Page 192: ...Com X Administrator Guide Page 192 Figure 107 Man3000 format settings Figure 108 Importing a Man3000 format template 2010 2016 Far South Networks ...

Page 193: ... 2 CDR format Records are streamed to MAN 3000 in the following format Column 1 2 3 4 5 6 7 8 9 Type Line Type Line Date Time Channel Source Destination Bill Account Code Table 49 Man3000 CDR format column headers 2010 2016 Far South Networks ...

Page 194: ... overrides the checks above and is the recommended way of ensuring that outbound calls are correctly classified Date The date of the start of call including channel access call setup ringing in the following format ccyy mm dd Time The time of the start of call including channel access call setup ringing in the following format hh mm ss Channel The channel from which the call originated in the inbo...

Page 195: ...line is unknown to the Com X One digit line numbers 0 8 can be assigned to outbound channels for recognition in the MAN 3000 system This assignment is done by creating a etc commagui man3000 patterns file in the Com X file system This file can be created on a separate system or laptop and copied onto the Com X as follows scp man3000 patterns comma ip of com x etc commagui The man3000 patterns file...

Page 196: ...ng tools After installation of the commaman3000 package CDRs are served on the port described in section 6 13 1 By default the commaman3000 server module will only output new CDR entries every 10 seconds To disable this back off and deliver data on every request edit the file usr bin commaman3000srv and remove the sleep 10 statement at the end of the file Downloading and parsing the Master csv fil...

Page 197: ...mp3d 3 0 tar gz Extract the archive and install the software tar xvfz gnump3d 3 0 tar gz sudo make install Configure the music location port and other options by editing the following configuration file then run the server sudo vi etc gnump3d gnump3d conf sudo usr bin gnump3d Configure the music collection on the streaming server by pointing your browser to http ip port Configure a streaming categ...

Page 198: ... with the Com X using Outlook 2000 and Outlook 2007 Download the Outcall installer from http code google com p outcall downloads list Install the application and configure as follows Tab Field Value Server Server IP address of Com X Server Username AMI username see below Server Password AMI password see below Server Port 5038 Dialing Rules Outgoing context from internal or the flexpath context for...

Page 199: ...igure 111 Outcall extension configuration Log in via the ssh shell onto the Com X and create an AMI user account as follows in etc asterisk manager d outcall conf testuser secret fsntestuser deny 0 0 0 0 0 0 0 0 permit 192 168 0 0 255 255 255 0 read call user write call user Restart the manager module sudo asterisk rx reload manager 2010 2016 Far South Networks ...

Page 200: ...tion 6 15 2 asttapi asttapi allows dialing from both analogue and SIP extensions but does not pop up contact details on incoming calls like Outcall Download and install the asttapi setup program from http sourceforge net projects asttapi files asttapi Select Start Control panel Phone and modem options Select the Advanced tab and select Omnis TAPI Driver for Asterisk then Configure Figure 113 astta...

Page 201: ...rom internal or the flexpath context for class of service configurations Called ID The caller ID for the extension Table 52 asttapi configuration Apply the configuration You may be required to restart Windows To place a call right click a contact and select Call contact and select Dialing options Figure 114 Calling a contact Figure 115 Selecting Asterisk as dial option Select the correct line name...

Page 202: ...y the upstream link becomes a limiting factor in the number of simultaneous calls the network can support The audio stream of a typical VOIP call is only 8kbit s however the protocol and network overheads introduced during transmission can often exceed a further 34kbits s bandwidth requirements The ViBE application creates a tunnel between two ViBE end points significantly reducing protocol overhe...

Page 203: ...limited operator panel containing only some of the complete functionality Note If no operator extension is configured then the extension with the lowest numerical DID will be assigned as the default operator extension for FOP2 access 6 18 3 Setting the operator extension The operator extension of the system is configured on the Com X GUI from General Settings page found in the advanced menu The op...

Page 204: ...anel is accessed by selecting the Operator Panel icon on the launch page of the GUI Figure 118 Select Operator panel to access the Flash operator panel A log in page will be presented Enter the extension number and the associated voicemail pin of that extension to gain access Figure 119 Login with an extension number and voicemail pin 2010 2016 Far South Networks ...

Page 205: ...s each of which performs a function Trunks parking lot slots and queues are shown also displayed on the Flash operator panel and also offer visual indications of their busy state Figure 122 Trunks queues and parking slots are also displayed Notice the Sip Trunk has one active call indicated by the orange colour and the external caller 5000 6 18 7 Generating internal phone calls To generate a call ...

Page 206: ...sion again notice the blue outline and then on the Call Pickup function button Figure 125 Picking up a call to extension 1003 Pushing the Call Pickup button will connect the caller to the extension of the FOP user The call pickup feature on the Flash operator panel is available to operator and regular FOP users 6 18 9 Transferring calls A Flash operator panel user is able to transfer an active cal...

Page 207: ...n click Listen After clicking Listen the operators extension will ring and on answer will play the audio of the selected call The operator extension is muted and neither party of the call is informed of the operator listening 6 18 10 2 Listen and Whisper The listen and whisper feature allows the operator to listen in on a call in which they are not involved Further any audio from generated on the ...

Page 208: ...docs nagioscore 3 en pdf 6 19 2 Accessing Nagios The Nagios login portal is presented on the landing page of the Com X GUI Point your browser to the IP of your Com X and select the Monitor icon Enter the default username nagiosadmin and password admin 6 19 3 Services The installed Nagios Core package is preconfigured to monitor an assortment of sevices and features as listed in Table 209 To access...

Page 209: ...ernet WAN Interface Pending Final Release FXO ports The activity status of each FXO port is displayed individually This allows reporting on unused ports to be disabled HTTP Pending final release PRI Spans Provides details on PRI Span status If a PRI span is reporting a fault Nagios informs the user of the fault and which span is reporting it SIP TRUNKS Indvidually lists each SIP trunk and its conn...

Page 210: ...t to OK This will set the status to OK until such time as active checks are re enabled and provide a different result 6 19 5 Customised Monitoring and Reporting Nagios offers an incredibly customisable platform Scripts can be written to monitor any thing of interest and added to the Nagios application Please see the Nagios wesite www nagios com or click the Documentation link on the Nagios web GUI...

Page 211: ...istrator Guide Page 211 7 Troubleshooting Please refer to the Com X Troubleshooting Guide for trouble shooting information This guide can be accessed from http farsouthnet com support 2010 2016 Far South Networks ...

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