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Installation and Maintenance Manual

Configuring system functionality

Installation and Maintenance Manual v4/0615/10

Each User is assigned a Display Name which is used to identify them on the system, for example, when

calls to and from this User are made the name will appear in Caller Display. It is recommended that this

be changed to a unique, relevant name. The name should consist of alphanumerical characters only, not

contain any punctuation other than apostrophes, and begin with a letter.

Each User is identified on the database by a GUID (Global Unique Identifier). This unique identifier can

be displayed within Manager Assist by selecting Configuration Aids and then Voicemail GUIDs.

First and Last Name fields enable a directory search for this User on a PCS IP Phone/Navigate/PCS 60 via

their first name or surname. If these fields are not populated the search will only use the text in the

Display Name field in chronological order. (Supported on Navigate v1.0.74 and above, PCS IP Phones v4

and above, and PCS 60 for Mac v3.3.9 and above.)

Summary of Contents for 4100

Page 1: ...Installation Maintenance Manual Version 4 June 2015 ...

Page 2: ...stallation and Maintenance Manual Document No 001 Version No v4 0615 10 Copyright SpliceCom Ltd SpliceCom Ltd The Hall Business Centre Berry Lane Chorleywood Herts WD3 5EX Tel 01923 287700 Website www splicecom com ...

Page 3: ...89 Configuring an Analogue Extension Port 89 Configuring an IP Phone 91 Working with Users 94 Working with Dial Plans 130 Working with Groups 138 Routing calls via a Department 146 Setting up the Contacts Database 161 Using a Time Plan 169 Conferencing 173 Working with Companies 177 Working with Trunks 182 Working with DDI Plans 195 Working with LCR Plans 200 Using Area Codes 202 Configuring Music...

Page 4: ... the System 286 Initial Configuration Boot Menu 297 Accessing the log files 298 Using Setnet 299 Using Telnet 300 Field Descriptions 302 Manage Company 302 Users 302 Departments 313 Groups 320 Time Plans 321 Contacts 322 Meet Me Conference 324 Dial Plans 325 Companies 331 Trunks 332 Trunk Groups 336 DDI Plans 337 LCR Plans 337 Voicemail Ports 338 Music Channels 340 Events 341 VXML Scripts 341 Auto...

Page 5: ...ximiser system This manual should be used in conjunction with the maximiser Technical Reference manual which provides a feature guide of each element of a system together with an understanding of the architecture used and in depth technical data Please note that where the phrase Call Server is used this refers to the S8000 S716 5100 Call Server 5108 Call Server 4100 Call Server and the 4140 Remote...

Page 6: ... for this User account x Ensure that the Firewall available on the Linux PC is turned off x Enable Remote Administration VNC x Enable the sshd service x Ensure that Linux PC does not hibernate or shut down x Time must be obtained via NTP x The Linux Server must have an Internet connection x During the installation the Linux PC must be connected to the Internet or have access to the Linux installat...

Page 7: ...he system root password you may have set up earlier So be aware next time you ssh telnet in x The RTP port range of an S8000 is different from a 5100 call server this must be taken in account when programming firewalls Please make sure that ports 6900 to 7859 are open for use x It has been found that in openSUSE 12 2 a change was made to way ftp works if the S8000 is going to be used with Vision t...

Page 8: ...powered up it will become a Primary Call Server All subsequent Call Servers connected to the initial Call Server will become secondary call servers Ensure that you install the Call Server you wish to be the Primary first If a Call Server is connected to a network during power up and it detects that another Call Server exists on the network it will attempt to join this system Ensure the Call Server...

Page 9: ...tem Installation and Maintenance Manual v4 0615 10 5 Please note that the front view diagram is incorrect the first LED is the LINK LED and the second is the DISK drive LED 4100 Call Server Front and Rear view 4140 Remote Call Server Front and Rear view ...

Page 10: ... LAN port at the back of the 4140 Remote Call Server a crossover cable is required x The ISDN Trunk ports available on a Call Server can be used to connect to the exchange or to another system Please refer to the Working with Trunks section from page 182 for further information x The system operates in native mode at G 711 64k with echo cancellation If the maximiser system is connected to the comp...

Page 11: ...ll Server full administrative access is available by logging in as Manager which has a password of managerpassword For security it is advisable to at least change the password for this Administrator once access has been achieved Please refer to the Setting Up Administrative Access section from page 14 for further details Running Manager 1 Your PC must have an IP connection to the Call Server 2 Via...

Page 12: ...ll be available at the top of the navigation pane Enter the specific entry you wish to find in the Search box and then select Find or press Enter The entry required will appear at the top of the list If the Search box is empty the Find button will take you to the top of the list Create a new entry In most instances this will open a new configuration form for completion If you have created a new en...

Page 13: ...ails The System Details form of the configuration is used to enter information to identify the system such as the customer s name the supplier s name and any other text that will help to distinguish the system If licences have been purchased the text entered must match that provided with the licences For further information please refer to the Installing Licences section from page 20 1 In Manager ...

Page 14: ... to the call logging data 1 In Manager select System 2 In the Call Logging Password field enter the password required 3 Select Update or Apply when ready No logging output will occur without the Call Logging password being received new line terminated The password must be transmitted in one block packet Configuring a Call Server A Call Server can be configured within Manager by selecting Modules a...

Page 15: ...g the IP Address of a 5100 5108 Call Server By default a 5100 5108 Call Server will have an IP address of 192 168 0 1 To change this address the following configuration can be made 1 In Manager select Modules 2 From the Modules list select the Call Server required 3 The Module Details form for that Call Server will be displayed 4 Within the IP Address field enter the IP Address to be used by the C...

Page 16: ...he Call Server Details form will appear 5 From the DHCP Server Mode list the following options can be selected Enable The Call Server will act as the DHCP server using the IP Address range specified in the DHCP Start Address and DHCP End Address fields Please note If another DHCP Server is detected on the network and the Call Server is rebooted it will continue to use 192 168 0 1 or it s previousl...

Page 17: ...tion a PCS 58x 57x 56x 55x 410 400 and 100 will obtain its IP address from a DHCP server x On initial connection a Phone Module will obtain its IP address from a DHCP server x If the DHCP Server Mode is set to Client and the Call Server is unable find a DHCP server on reboot the SpliceCom LED will turn on for 5 seconds then off for 5 seconds continually until a DHCP server is found Using Auto Add ...

Page 18: ...d is configured as follows 1 Open Manager on the Call Server to be configured 2 Within Manager Assist select System Utilities and then Set Time 3 From the Time Zone list box select the option required 4 Select Update when ready 5 Reboot the Call Server please refer to page 283 for further information Please note Setnet can be used to set the time zone for a specific Phone Module For further inform...

Page 19: ...ights given 5 If the Companies feature is being used on this system select the company that this administrator can have access to otherwise the administrator will have access to all Users Departments etc For further information on the Companies feature please refer to page 177 6 From the Default Page list select the page that will be displayed when Manager is first opened by this Administrator 7 S...

Page 20: ...within the previous page x No specify the rights required to each page in the Custom Admin Rights section however full access will be dependent on whether Yes or No was selected within the previous page 14 Select the Next Page button 15 An overview of the options selected will be displayed 16 Select the Create Administrator button 17 The New Administrator Complete screen will display the new Admin...

Page 21: ...s below If not ticked this Administrator will have full access to the database dependent on the rights and access allowed 8 Tick the relevant box beside the section of the database to which this administrator is to have access eg Show Users Show Departments etc 9 If you wish this Administrator to be able to create and or delete entries within the section of the database selected above tick the rel...

Page 22: ...ase dependent on the options selected above 15 Select Update when ready Authorising the Administrator 16 From the Administrator List select Manager 17 Within the Authorised Access section select the Add Access button 18 Select the Administrator field 19 From the Select Administrator list select the administrator created above This entry will provide full rights to the database dependent on the opt...

Page 23: ...le Mode the PCS 60 can be configured to enable the User to change another User s DND and Forwarding settings via a Favourite Speed Dial To enable this facility the PCS 60 must be configured with an Administrator name and password as follows The instructions describe the minimum requirement for Operator Console Mode usage further access rights can be given to the Administrator if relevant 1 Firstly...

Page 24: ...and the corresponding number of Users automatically created can utilise the system without any additional configuration If further Users are to be created when connecting for example a PCS 60 IP Phone PCS 50 IP Phone PCS 58x 57x 56x 55x 542 410 400 or 100 additional IPUser licences can be purchased An IPUser licence will also be required to create User that will not be assigned to a specific phone...

Page 25: ... activate a channel on the PRI ports The I208 is provided with four BRI ports and 2 channels are enabled on installation Trunk licences are required to enable the remaining 6 channels The I230 is provided with 30 PRI channels with 8 enabled upon installation Trunk licences are required to enable the remaining 22 channels The 5108 Call Server provides two BRI ports giving 4 ISDN channels two of whi...

Page 26: ...ualUser Enables the ability to create a User account that will not be assigned to a physical handset or used to log on to a physical handset One licence per virtual User MessageBox Enables voicemail functionality for a User or Department One licence per User or Department OCS Enables the use of the interface written by the Spider Group between the maximiser and Microsoft Office Communications Serv...

Page 27: ... the MessageBox licences they are pre installed Further licences can be purchased and installed to expand the system s functionality Module Qty Licence Action S8004 Starter Pack 8 IPUser 8 Users automatically created 8 MessageBox Supplied and installation required 2 VoicemailPort Enabling 2 simultaneous voicemail connections 4 Trunk Available to enable up to 4 channels 2 iPCS Available to enable u...

Page 28: ...matically created Configuring the System Name and Supplier Name Licences are issued against a company name and the supplier s name therefore the System Name and Supplier Name provided with the licences must be entered accurately in the System configuration form If this information is not entered correctly the licences will not activate Please refer to the Configuring System Details section from pa...

Page 29: ...ed as follows 1 Open Manager Assist and select System Utilities 2 Under the Diagnostics list select Warnings 3 Any error messages relating to licences will appear in this screen No error messages indicate that the licences have been accepted and authenticated correctly Please note that as you add a licence and the licence details warning messages will be generated as the licence is invalid until a...

Page 30: ...se refer to Support for further assistance View the current licence status A list of the licences installed on the system together with how many of these licences have been used is available within Manager Assist by selecting System Checks and then System Licences The User Licence Status page will display where licences have been allocated for each User Licences can also be enabled and disabled vi...

Page 31: ...licence from being duplicated to run concurrently on multiple machines and to provide additional security for resellers against lease abscondment It also forms part of Splicecom s Software Protection programme in accordance with the EU Directives on software sales The Heartbeat process utilises SSL port 443 to establish a secure connection to the SpliceCom Heartbeat Server Therefore ensure that th...

Page 32: ...ired However the countdown timer will continue to attempt to contact the Heartbeat Server and upon successful contact and authentication it will continue to receive 30 day tokens until it again has more than 30 days of operation remaining in its tank wherein it will revert to its normal cycle as stated above The appropriate messages will be sent to the Admin log as usual and normal operation can r...

Page 33: ...s Please refer to the Technical Reference manual for technical data relating to this module 1 Connect the PoE4 to the system via the LINK port on the front of the module This can be either via the network or directly to a LAN port on a 5100 5018 Call Server or Phone Module 1 Power up the unit Connecting an ISDN Trunk Gateway A Basic Rate ISDN Trunk Gateway I208 and a Primary Rate ISDN Trunk Gatewa...

Page 34: ...er via the network or directly to a LAN port on a 5100 5018 Call Server or Phone Module 2 The module will request an IP address from a DHCP server It will make 4 attempts and then back off for a period before trying again The back off period will extend for each failed attempt The right LED yellow on the LINK port will toggle on off every 5 seconds while waiting for an IP Address 3 Having obtained...

Page 35: ...n this will be provided via DHCP however if static IP address is required this can be configured manually via the module s network configuration pages as described below Product Version will display which version of software is currently running on the I208 I230 For information on upgrading this software please refer to page 288 Module Status should be set to Member as configured during set up Cal...

Page 36: ... the Password field enter the password required 5 Select Update or Apply when ready 6 Reboot the I208 I230 via the Reset switch or a ssh terminal window Setting the IP address and Network configuration The network configuration of the I208 I230 can be set by accessing the configuration web page as follows 1 Within any browser enter the IP address of the I208 I230 eg 192 168 0 46 2 Within the Passw...

Page 37: ...is section to set the x Gatekeeper the IP address of the S8000 S716 5100 5108 NSG that you want the module to register to x Alt Gatekeeper the IP address of the S8000 S716 5100 5108 NSG that you want the module to register to if the first Gatekeeper fails x TFTP NFS and DNS settings these are typically the S8000 S716 5100 5108 NSG that the I208 I230 is connected to x Other settings for entering ad...

Page 38: ...module will request an IP address from a DHCP server It will make 4 attempts and then back off for a period before trying again The back off period will extend for each failed attempt 4 Having obtained an IP address the module broadcasts to find a Call Server to provide its configuration and become active 5 The SpliceCom LED will become solid when the unit is ready 6 In Manager select Unassigned M...

Page 39: ...P address being used by the Trunk module This will be either provided via DHCP or can be configured via setnet as described below Product Version will display which version of software is currently running on the Trunk Module For information on upgrading this software please refer to page 288 Module Status should be set to Member as configured during set up Call Server indicates to which Call Serv...

Page 40: ... software to the Trunk Module during an upgrade eg 192 168 0 1 11 At the following prompts make any changes you require otherwise press Enter to leave the option unchanged 12 You will be asked if you wish to save the changes Enter y then press Enter 13 Telnet will display that the changes are being saved and the prompt will return once finished 14 Enter poweroff then press Enter and the Trunk Modu...

Page 41: ...when the unit is ready 6 In Manager select Unassigned Modules 7 The VCM will be displayed together with its MAC address 8 Select this link 9 The Module Status field will display Available 10 From the Module Status list box select Member 11 Select Update or Apply when ready 12 This unit will now be listed under Modules For information on installing a Voice Compression card please refer to page 39 A...

Page 42: ...he IP Address field enter the IP Address to be used by the VCM 4 Select Update or Apply when ready 5 Reboot the VCM please refer to page 283 for information on how to reboot a VCM A list of each module s IP address can be viewed in Manager Assist by selecting Sytem Utilities and then IP Addresses Creating an Intramodule Trunk In order to use the compression provided by a Voice Compression Module o...

Page 43: ...t be fitted at both ends as follows 4100 Call Server 1 Remove the lid 2 Place nylon standoffs supplied in mounting holes located by silk screen logos MTG14 and MTG15 3 Fit VCC card to connector J12 and standoffs take care to correctly align the pins 4 Replace the lid 4140 Remote Call Server 1 Remove the lid 2 Place nylon standoffs supplied in mounting holes located by silk screen logos MTG9 and MT...

Page 44: ...ctions 3 The new Users created will be given an extension number commencing with 6001 4 The User created in step 1 can be deleted if no longer required Connecting an Analogue Phone Gateway P308 An Analogue Phone Gateway P308 enables the connection of PCS 505 PCS 520 and 3rd party analogue handsets including analogue DECT devices fax machines modems etc to the system All configuration information f...

Page 45: ...right hand LED of the LINK port will turn on and become solid when the module is ready Connect each analogue handset to a port on the P308 module via a master dongle or RJ45 connection if supplied For further details on connecting an analogue handset please refer to the Connecting an Analogue Phone section from page 48 A P308 controls the x Ringing of the telephones at the requested cadence x Pres...

Page 46: ... physical P308 from its corresponding configuration form 4 Select Update or Apply when ready Each port on the P308 can now be configured independently see the Configuring an Analogue Extension Port from page 89 for further details Changing the Password When accessing the configuration web pages for an P308 as described below the module s password is entered on connection When accessing the P308 vi...

Page 47: ...n form as described above 3 Select the Login button 4 The network configuration of the P308 will be displayed with the module type and its hardware address together with loader and software version being used by the unit Network Configuration Type this section can be used to give the P308 a static IP address or return the module to using DHCP Select Static and then enter the IP address subnet mask...

Page 48: ...e returned to the login screen otherwise you need to enter the new IP address into the browser to access the configuration web page again Please note that if a P308 registers with the Call Server entered in the Alternative Gateway field in a case where the Call Server it originally registered to is unavailable and this Call Server becomes available again if required the P308 can be forced to unreg...

Page 49: ...e system via a LAN port on the front of the Phone module This can be either via the network or directly to a LAN port on the Call Server A straight LAN cable should be used when connecting the Phone Module to third party LAN switches 2 Power up the Phone Module 3 The module will request an IP address from a DHCP server It will make 4 attempts and then back off for a period before trying again The ...

Page 50: ...r with its MAC address 3 Select this link to view and configure this module Name Description and Location these are text fields and can be used to help identity the Phone module The Name must be unique should consist of alphanumerical characters only not contain any punctuation and begin with a letter Serial Number hardware address of the module IP Address displays the IP address being used by the...

Page 51: ...eboot the Phone Module Setting the IP Address and network configuration When connecting a Phone Module to the system for the first time a DHCP server is required to give the Phone Module an IP address This address can be viewed within the Phone Module s configuration form as described on page 46 However once connected the Phone Module can be given a static address as follows 1 Within a Command pro...

Page 52: ...ned x At any prompt you may enter a for help on that option or q to quit x For further information on working with Telnet please refer to page 300 x A list of each module s IP address can be viewed in Manager Assist by selecting System Utilities and then IP Addresses x Setnet can be used to set the Time Zone to be used by a specific Phone Module Connecting an Analogue Phone Analogue extension port...

Page 53: ... the relevant 5100 Call Server 3 Select the relevant analogue port port09 port16 4 Remove the tick from the Unlicensed Port field 5 Select Update or Apply when ready For further information on configuring an analogue port please refer to page 89 Each User assigned to ports 9 16 will also require the following configuration 1 In Manager select Phones 2 Select the relevant 5100 Call Server 3 Select ...

Page 54: ...weroff to reboot the phone module 5100 5108 Call Server To increase the volume output for the analogue ports on a Call Server a file called pots_level must be created within the SpliceCom directory as follows 1 Telnet on to the Call Server as described in the Root Access to a Call Server section from page 272 2 Enter vi SpliceCom pots_level 3 Press i to go to Insert mode 4 Type in either 6 recomme...

Page 55: ...dial plan entries For details on working with Dial Plans please refer to page 130 and within this section details on using the default dial plan entries from page 137 Connecting a PCS 505 or PCS 5 When connecting a PCS 505 or PCS 5 to an analogue port the following should be considered Caller Display Type The Default Caller Display Type for an analogue port uses the Caller Display Type required fo...

Page 56: ...ach of the 8 Ethernet ports on front of these Call Servers supporting up to eight IP phones PCS 58x 57x 56x 410 400 100 in any combination Please note that a PoE port cannot be used to provide PoE to ports on a hub or switch connected to this port Further PoE specification data can be found in the Technical Reference manual PCS 542 552 553 560 562 563 570 572 573 580 582 582GX Initial Consideratio...

Page 57: ... view via Manager within the Users section Alternatively view the handset via the Phones section of Manager and click on the User name at the bottom of the configuration form The User s Initial Phone field displays the name of the PCS that is assigned to this User Click on the link as an alternative method to view the database settings for the handset Please refer to the Configuring an IP Phone se...

Page 58: ...ddress of a PCS 542 To determine the IP address of a PCS 542 select the Settings button button press the Down arrow to highlight Phone Info and then press Accept The handset s IP address will be displayed at the top of the screen Viewing the IP addresses via Manager Assist A list of the IP addresses for each PCS 542 55x 57x 56x 58x can be viewed in Manager Assist by selecting System Utilities and ...

Page 59: ...ation 8 The WebSetnet page will display the values that were submitted to the handset s Please note x If you wish to remove an existing entry from the phones configuration and not replace it tick the Unset check box for the relevant field After submitting the changes you will receive a warning of this select OK if you wish to continue x Some fields will appear to contain entries these just give ex...

Page 60: ...poweroff and the PCS will reboot Please note x If a PCS 58x 57x 56x 55x 542 has been given an IP address already being used on the network a warning message will be displayed on the screen x To return to using DHCP follow the same instructions above Enter d when asked how the IP address will be assigned x At any prompt you may enter a for help on that option or q to quit x For further information ...

Page 61: ... the handset can register to if the Call Server that the phone originally registered to fails This can be set either via Manager Assist Configuration Aids WebSetnet or via Setnet and the following is entered in the StartUp Args field gk ip address of the call server the handset is register to gk ip address of the failover call server eg gk 192 168 0 1 gk 192 168 0 50 An additional setting can be a...

Page 62: ...ter SpliceCom pcs5xx_customise pcs5xx pcs5x1 256M site for the PCS 572 562 phones or SpliceCom pcs5xx_customise pcs5xx pcs5xx 256M site for the PCS 570 560 phones 12 You will receive a message indicating that the customisation file is ready for the upgrade 13 The logo displayed within the Home screen will now change when an upgrade is performed on the handset For details on how to perform an upgra...

Page 63: ... PCS 60 By selecting this option the Operator Console Mode information will only be displayed on the PCS 60 This will prevent the IP phone from running out of memory when the User has configured many speed dials on a very active system 5 Select Update or Apply when ready PCS 410 400 100 Power to a PCS 410 400 100 is supplied by Power over Ethernet PoE This can be provided either by a third party P...

Page 64: ...ored permanently Please refer to the PCS 400 410 and 50 User Manual and the PCS 100 User Manual for detailed descriptions of how to use these IP phones Setting the Password When using Telnet to for example upgrade the phone or change its IP Address The phone s password is entered to authorise these changes By default this is set to 7388 but this password can be changed as follows 1 In Manager from...

Page 65: ...figuration 7 Enter y 8 You will be asked how the IP address will be assigned 9 Delete the d and enter s 10 Follow the onscreen prompts entering the IP address you wish to give the PCS eg 192 168 0 50 the netmask you wish to use eg 255 255 255 0 the IP address of the Gateway Default Router eg 192 168 0 1 and the IP address of the TFTP server which will be the IP address of the Call Server to provid...

Page 66: ...nected to the system one of these phones can be configured to collect the BLF data from all the remote phones and send this to the system This can be achieved by entering relay after the IP address eg gk 192 168 0 1 relay The other phones would then just be configured with the IP address of the call server eg gk 192 168 0 1 It is recommended that no more than 5 6 remote IP phones should be configu...

Page 67: ... screen select Close A short cut to Navigate will be added to the desktop Navigate as an IP Soft Phone Navigate can be run as an IP soft phone where the PC becomes the User s telephone and the voice path will be via the PC Therefore the PC will require a headset microphone sound card etc installed Before starting 1 The PC must have a network connection to a Call Server 2 An IPUser licence must be ...

Page 68: ...re b Within Manager select Phones from the Navigation pane and then the relevant Call Server c Navigate will appear as a Phone identified by the hardware address of the PC d Open this configuration form and note that this Phone has been assigned to a new User account If the Auto Add Phones feature is turned off a In Manager select Unassigned Phones b The hardware address of the PC will identify th...

Page 69: ...s is displayed or via Manager Assist System Utilities IP Addresses or The IP address of the PCS 56x 57x 55x or 542 This can be viewed on the handset by selecting the Favourites button then Settings and then Phone Information or via Manager Assist System Utilities IP Addresses or The IP address of the PCS 58x This can be viewed on the handset within the Phone Information screen which can be accesse...

Page 70: ...n the Navigate exe file either from the installation folder eg C Program Files SpliceCom Navigate or via the Windows Start menu or via the short cut created during installation 2 The Navigate application will open The Searching for Server message will be displayed within the Notification Area of the PC 3 Click on the down arrow beside the Partner button 4 In the IP Address field enter the IP addre...

Page 71: ...tionality CLI display Operator Console mode and gives Users the ability to set features such as forwarding and DND via an easy to use dialogue box It can be run on MS Windows and Apple Mac OS X version 10 4 or above It can be installed as an IP soft phone on a multi media PC or programmed to partner a User s telephone handset PCS 58x 57x 56x 55x 410 400 100 520 10 505 5 or an alternative analogue ...

Page 72: ...mmunicate with the Call Server or refer to the Connect to the Call Server Remotely section below 4 The No Licences Available message will be displayed while the phone is registered as described in step 5 5 If the Auto Add Phones feature is turned on the Call Server will automatically register the PCS 60 Please refer to page 13 for further details If the Auto Add Phones feature is turned off a In M...

Page 73: ...erver before the registration process can take place This can be done in two ways 1 Using PCS 60 Preferences a From the File menu select Preferences b In the IP Address field enter the IP address of the Call Server eg 192 168 0 1 c Select OK Window only d Close down the PCS 60 and run the software again 2 Using the PCS 60 s short cut properties a Open the Properties of the PCS 60 s short cut b In ...

Page 74: ...ed This can be viewed within Manager Select Modules and then select the relevant module the IP address is displayed eg 192 168 0 249 or The IP address of the PCS 56x 57x or 55x This can be viewed by selecting the Favourites button then Settings and then Phone Information eg 192 168 0 226 or The IP address of the PCS 58x This can be viewed within the Phone Information screen which can be accessed b...

Page 75: ...ct the PC from the network or turn off Auto Add Phones 2 The PCS 60 application will open 3 From the File menu select Preferences 4 In the IP Address field enter the IP address of the Call Server or Phone Module or IP Phone as described above eg 192 168 0 249 5 In the Port field enter the port number that the analogue phone is connected to as described above or 5001 for an IP phone 6 In the Partne...

Page 76: ...r port no partner login code or pots ip address of PCS 58x 57x 56x 55x 410 400 100 5001 partner login code so that the Target path reads as per the following example C Program Files SpliceCom PCS60 exe pots 192 168 0 249 5010 1234 3 Select OK when ready 4 Double click on the short cut to run the PCS 60 application Run more than one version of PCS 60 on the same MS Windows PC When a member of staff...

Page 77: ...uired location and double click on the Alias 2 The PCS 60 application will open 3 The Searching for Server message will be displayed as the registration process on the Call Server is started If the Searching for Server message remains and the PCS 60 does not continue to the next step check that the PC can communicate with the Call Server or refer to the Connect to the Call Server Remotely section ...

Page 78: ...th the IP address of the gatekeeper in other words the Call Server before the registration process can take place 1 From the PCS60 menu select Preferences 2 In the IP Address field enter the IP address of the Call Server eg 192 168 0 1 3 Tab to the next field 4 Close the window 5 Close down the PCS 60 and run the software again Remote BLF If the call server is to collect BLF information from this ...

Page 79: ...Phone Information eg 192 168 0 226 or The IP address of the PCS 58x This can be viewed within the Phone Information screen which can be accessed by pressing the Settings icon 5 times or The IP address of a PCS 410 400 This can be viewed by selecting the Information icon from the Home Page toolbar eg 192 168 0 221 or The IP address of a PCS 100 This can be viewed by pressing the Down arrow once or ...

Page 80: ...l Server or Phone Module or IP Phone as described above eg 192 168 0 249 5 In the Port field enter the port number that the analogue phone is connected to as described above or 5001 for an IP phone 6 In the Partner Login Code field enter the phone s Partner Login Code configured above Tab to the next field 7 Close the window when ready 8 Close down the PCS 60 9 At this point your PC will need a ne...

Page 81: ...s when the User is logged out when the User is on a call and who they are talking to when a User is listening to voicemail the number of new voicemail messages awaiting a User Department and the number of missed calls received by a User Department The operator can also be given an additional window to display further Speed Dials when there is insufficient room in the Favourites pane For further de...

Page 82: ...you wish the software to be loaded By default this will be C Program Files PCS50 Select Next when ready 5 Enter the name that you wish to use for the Start Menu folder that will contain the PCS 50 short cut By default this will be PCS50 Select Next when ready 6 Select whether you wish a short cut to be created on your desktop By default this option will be ticked Select Next when ready 7 The Ready...

Page 83: ... for example PCS50 2 2 667 pkg zip Open this folder 2 Run double click the set up file called PCS50 3 At the Welcome screen select Continue 4 At the Select a Destination screen select the Volume where you want the software to be loaded 5 By default the software will be loaded into the Applications folder Change this location if required 6 Select Continue when ready 7 At the Standard Install screen...

Page 84: ... on a Windows PC please refer to page 78 x To configure the PCS Operators Console as an IP soft phone on a Windows PC please refer to page 78 x To configure the PCS Operators Console as a Phone Partner on a Windows PC please refer to page 79 x To install the PCS Operators Console on a Apple Mac OS X platform please refer to page 79 x To configure the PCS Operators Console as an IP soft phone on an...

Page 85: ...C does not hibernate or shut down x During the installation the Linux PC must be connected to the Internet or have access to the Linux installation CD Installing the software 1 Copy the SSL Gateway software onto the Linux PC 2 Via Terminal go to the directory where the software is stored 3 Enter the following command to extract the software tar xf SSL Gateway Linux tar gz 4 This will create a new ...

Page 86: ...SpliceCom logs directory on both Linux and MAC OS X platforms The log will only be generated once a connection is made to the SSL Gateway app x The SSL Gateway marks Type of Service ToS packets as Expedited allowing time sensitive voice packets to take priority across WiFi newtorks This enhancement was developed in conjunction with Meru when using iPCS in WiFi mode across their wireless networks H...

Page 87: ...re one will act as the Primary Call Server and all Call Servers connected to the Primary Call Server become Secondary Call Servers This can be via the LAN or via a WAN link Initial considerations On power up by default each Call Server will use 192 168 0 1 as its IP address and act as a DHCP Server If this feature is not required because for example 192 168 0 1 is already being used and another DH...

Page 88: ...across a WAN link 1 Ensure you are running the same version of software at both ends 2 On the Primary Call Server a This Call Server must be on different network to Secondary Call Server Therefore if necessary change the IP address of the Call Server eg 194 168 0 1 If this Call Server is to act as the DHCP Server change the DHCP properties eg Start Address 194 168 0 2 End Address 194 168 0 250 Bas...

Page 89: ...ct the Call Server page and note that the Administration Mode is set to Secondary 5 On the Secondary Call Server a In Manager select the WAN Links b Select the Secondary Call Server and select WANLink c Select the IPRoutes page and note that the default routes have reappeared d Repeat step 3 g above e You may wish to ping the Primary Call Server to verify that you can communicate with the Primary ...

Page 90: ...P range this NSG will give out c DHCP end address enter the last address of the DHCP range this NSG will give out 11 You will be asked for the Master Address Enter the IP address of the Primary Call Server 12 The new configuration will be displayed check that this has been entered correctly and enter y Otherwise enter n and start again 13 You will be informed that the configuration has been saved ...

Page 91: ...ich Call Server NSG the PCS is connected to ie the name of the Secondary Call Server Please refer to page 95 for further details Select Phones and then the relevant Call Server NSG to display which PCSs are connected to this Call Server Connecting an existing Primary Call Server to another Primary Call Server Where a Call Server has been previously working as a standalone system and is now to be c...

Page 92: ... is connected to the system via the network the Primary Call Server will always respond the quickest to a registration request followed by the Secondary Call Server with the smallest number of devices attached and so on This will ensure that the load is shared among all Secondary Call Servers Therefore to ensure that any module or IP Phone connected to the Secondary Call Server does not register w...

Page 93: ...annot be changed This name is used by a User s Initial Phone field to indicate the port to which they are assigned The User field displays the name of the User assigned to this port Click on the name within the User field to view this User Use the Cancel button to return to the port You may wish to enter a description to assist with identifying the port eg its physical location etc For a list of w...

Page 94: ... the Caller Display Length is set to 0 which means 20 characters will be sent to the handset Change this length when more or less characters are required Set to 16 for the PCS 10 The information sent will display the Caller information and then the Destination information eg John Barrow Support The destination uses the first word of eg the User name and remaining characters are used for the Caller...

Page 95: ...here For information on the Extension Anywhere and Remote Idle fields please refer to the Setting up Extension Anywhere section from page 126 Fax Server Support 1 Configure the Caller Display Type on the analogue extension port connected to the Fax Server to FaxServer 2 Create a new Group and add the User assigned to the above port Please refer to page 138 for information on creating a Group 3 Cre...

Page 96: ... one User in error The following options can also be configured Please note that a PCS 410 400 must be rebooted to activate any change of configuration Model This field should be set to Colour640 480 for a PCS 58x 410 400 otherwise this field should remain in default Unspecified Partner Login Code A 1 8 digit access code eg 1234 is required in this field x To enable a PCS 60 or PCS 50 to be partne...

Page 97: ...n idle for the number of seconds indicated in the Screen Saver Params field Blank at Night Dim on Idle The screen save will appear after handset has been idle for the number of seconds indicated in the Screen Saver Params field and between the times entered in the Screen Saver Params field If the handset is used during the Blank at Night times the screen saver will appear after the Dim On Idle tim...

Page 98: ...re automatically created and named for example Extn2017 Extn2018 etc Each User is assigned to an extension port for example Port01 Port02 etc and given an extension number within the next available extension range for example 2017 2018 etc When a PCS 58x 57x 56x PCS 55x PCS 542 Navigate IP Phone PCS 60 IP Phone PCS 50 IP Phone PCS 100 or PCS 410 400 is installed a new User is automatically created...

Page 99: ...The Current Home field will contain a default entry if this is not the Call Server required select the correct one from the list This is a required field The Initial Phone field will only list Phone ports that are available ie not assigned to another User Use the Save User button with the Licences page to save and create the new User account Further configuration of this User account is covered in...

Page 100: ...ot contain any punctuation other than apostrophes and begin with a letter Each User is identified on the database by a GUID Global Unique Identifier This unique identifier can be displayed within Manager Assist by selecting Configuration Aids and then Voicemail GUIDs First and Last Name fields enable a directory search for this User on a PCS IP Phone Navigate PCS 60 via their first name or surname...

Page 101: ...S 60 the Quick Settings pane is not operational On a PCS 410 400 the Speed Dials Ring Tunes and Calibration tabs are the only tabs that are displayed within the User Configuration form On the PCS 58x only the Speed Dial screens are available when selecting Settings On the PCS 57x 56x 55x only the Logout Favourites and the Phone Information options are available within the Settings screen On the PC...

Page 102: ...o page 161 The Edit Mode field enables or disables the User s ability to enter their personal numbers or change their Description field via their PCS 58x 57x 56x 55x PCS 410 400 Navigate PCS 60 or PCS 50 Please refer to the Setting the User s Details section from page 102 for further details The Ex Directory option if ticked will ensure that this User does not appear in the User Directory on a PCS...

Page 103: ...t System Utilities and then Sorted This page will highlight entries where an identical name or extension number exists It is also useful for quickly viewing which physical analogue port or PCS IP Phone a User is assigned to and ensuring that the Phone port has not been assigned to more than one User Where multiple Call Servers are being run on one system the User Location facility will verify to w...

Page 104: ...n Setting User functionality for multiple Users You may wish to turn on a particular feature or multiple features for more than one User rather than turn on these feature in each User s configuration form you can perform this task quickly via the Users Bulk feature in Manager 1 In Manager select Users Bulk 2 Select the feature s you wish to configure 3 Select the Continue button at the bottom of t...

Page 105: ...mber of the Sales team may need access to sales information when dealing with calls to and or from customers This web page could be stored on the internal web server please refer to page 264 for further details the customer s intranet or accessed externally if an Internet connection is available 1 In Manager select Users 2 From the User list select the User required 3 In the Auto URL field enter t...

Page 106: ... this User The User s PCS will also display the directory when an external call is either made or received by the User b Incoming the directory will only be displayed on the PCS receiving the internal call either to or from this User The User s PCS will also display the directory when an external call is received by the User c Outgoing the directory will only be displayed on the PCS making the int...

Page 107: ...ction is available Using Follow Me The Follow Me feature will allow a User to take calls for example on their mobile or at home when they are out of the office or at another extension if for example the User is spending the day in another part of the building or in another office Setting Follow Me 1 In Manager select Users 2 Select the User you wish to configure 3 Select the Telephony page 4 From ...

Page 108: ...l extension or an external number eg a mobile number 6 Select Update or Apply when ready Calls to this extension will now follow the User to the number configured and the following will take effect x If the Follow Me To number also has Follow Me set the call will be forwarded on x If the Follow Me To number is not answered within the original User s No Answer Time the call will be routed to the or...

Page 109: ...e calls are answered when either they are not at their desks or they are busy on another call Setting Forward on Busy 1 In Manager select Users 2 Select the User you wish to configure 3 Select the Telephony page 4 From the Forward On Busy list box select one of the following a Internal External all calls to the User s extension number and DDI will be passed to the Forward On Busy To number b Inter...

Page 110: ...Users 2 Select the User you wish to configure 3 Select the Telephony page 4 From the Forward On No Answer list box select one of the following a Internal External calls to the User s extension number and DDI will be passed to the Forward On No Answer To number if a call is not answered within the User s No Answer Time b Internal internal calls to the User s extension number and DDI will be passed ...

Page 111: ...orward on No Answer list box select None 5 The Forward on No Answer To number can remain for future use 6 Select Update or Apply when ready Please note x The above Forwarding features can be set by the User via their PCS 58x 57x 56x PCS 55x PCS 60 PCS 50 100 410 400 or via a Dial Plan entry Please refer to the relevant user manual for further information x If a User sets a Forwarding option but do...

Page 112: ...via Navigate PCS 60 or PCS 50 If the User is not using Navigate PCS 60 or PCS 50 as a partner this option is the same as setting the Enable option d NoBeep enables Call Waiting but disables the intermittent beep 5 Select Update or Apply when ready Users can also set this feature via their Navigate PCS 60 50 or 410 400 please refer to the relevant User manual for further details or via a Dial Plan ...

Page 113: ...l the facilities provided by the PBX eg voicemail forwarding etc and the ability to log on to a physical phone when in the office for example An IPUser licence is required to create a new User on the maximiser please refer to the Licensing section on page 20 for further information Hot Desking Users are given a unique extension number and a Login Code to enable them to log on to a physical phone w...

Page 114: ...n Access Code field can contain an asterisk This means any number can be entered during the log in process The User will now be able to log on to 1 An analogue handset via a Dial Plan entry similar to the following examples The Translate to field contains the User s extension number and Login Code or In this example the User must enter 3extension no login code or In this example the User s Login A...

Page 115: ...cility is only available when logging on to a PCS 58x 57x 56x 55x 542 410 400 100 or analogue handset x each handset to be used for this facility must be given the same Partner Login Code 1 For each handset that will be used as a hot desking phone enter a Partner Login Code as follows a In Manager select Phones b Select the relevant module c Select the port phone you wish to configure d In the Par...

Page 116: ...the User eg 2050 5 Ensure that the Virtual User field is ticked 6 Select Add Users 7 You will be returned to the Users List and the new User will be called eg Extn2050 8 Select the User and this User can now be configured as required Note that under the Licences page the Virtual User Licence field is ticked Using Do Not Disturb The Do Not Disturb function allows Users to set their phones as perman...

Page 117: ...n the User s handset may indicate that Do Not Disturb has been set Users can also set this feature via their PCS 58x 57x 56x 55x 410 400 100 60 50 or via a Dial Plan entry Using an Out of Office Message Users may wish to inform internal callers when they are out of the office The message selected will be displayed on the caller s Navigate PCS 50 60 100 410 400 55x 56x 57x 58x Users can create thei...

Page 118: ...to be used next time this feature is applied Setting up Skills Based Routing A list of skills and the strength of that skill for example knowledge of a product for a Help Desk or the ability to speak a foreign language can be assigned to a User 1 In Manager select Users 2 Select the User required 3 Select the Capability page 4 Select Add Capability 5 In the Capability field enter the skill eg Fren...

Page 119: ...could be routed to this Department for example The order the calls are presented to the members of this Group is determined by the Order field where the higher the number the higher the priority If the number of Users who speak French changes the Group or Department does not need to be reconfigured as the Group will automatically look for any Users with a capability configured for example at least...

Page 120: ...logue handset the Ring Tunes configuration will only affect the ringing produced by the PC the analogue handset will still use one of its pre set ringing cadences Where Navigate PCS 60 PCS 50 are partnering a PCS IP Phone the Ring Tunes configuration will affect the handset and the ringing produced by the PC The User s PC must have a sound card in order to hear the ring tune and it will be played ...

Page 121: ...tched This can be an internal extension or external number 6 From the Ring Type list box select CallerID 7 From the Ring Tune list box select the ring tune required 8 Select Update or Apply when ready Specify a Ring Tune for personal or Department calls A User may wish to differentiate between calls to their extension number and DDI number from calls to a Department of which they are a member by u...

Page 122: ... 55x 410 400 100 60 50 Users via an icon button displayed in their Favourites list and for these users a Speed Dial set up for an internal extension will also act as a BLF A Speed Dial can also be used to pick up a call ringing on that extension For information on all these features please refer to the relevant PCS User Manual Users of a PCS 60 50 PCS 55x 56x 57x 58x or PCS 410 400 can create thei...

Page 123: ...d under the System section select Speed Dials 2 From the Select what action list box select Add New Speed Dial 3 In the Extension Range box enter the extension numbers of the Users to receive this new Speed Dial s eg 2001 2003 2040 4047 2053 and so on 4 Ensure Create System Backup is selected to create a back up of the system before these changes are made 5 If existing Speed Dials within the User ...

Page 124: ...ls to be exported to a csv file Via Users Speed Dial 1 In Manager select Users Speed Dial 2 In the Telephone Number field enter the number internal or external to be dialled via this Speed Dial eg 01313375032 3 In the Short Code field enter the digits to dialled to activate this speed dial if required 4 In the Description field enter text that will identify the Speed Dial eg Edinburgh office 5 In ...

Page 125: ...r eg GH 1 3 In the Description field enter a name for the group eg Exhibition Assign a Speed Dial to a Favourite Group 1 Create a new Speed Dial or open an existing Speed Dial 2 In the Short Code field enter G group number eg G 1 The Favourite Group can be selected from the relevant phone s Favourites screen and the Speed Dials assigned to this Group will then be displayed Please refer to the rele...

Page 126: ...8x 57x 56x or 55x Favourite Groups for PCS 100 Where Users have multiple Speed Dials displayed in their Favourites they may wish to organise these into groups to make them easier to find For example a User may wish to organise her speed dials by project or department such as Road Show Directors Accounts or separate personal speed dials from business speed dials and so on Creating a Speed Dial Grou...

Page 127: ...colleague Her colleague can then pick up the call on his extension when he is ready Calls are parked within a Park Slot and each Park Slot has a number starting from 1 There is no limit to the number of Park Slots that can be used Therefore calls can be parked in Park Slot 1 52 or 10012 for example By default a User of a PCS 58x 57x 56x 55x 520 410 400 100 Navigate PCS 60 50 is given access to par...

Page 128: ...call The number of the Park Slot in which a call is to be parked is entered in the Translate To field An entry can be created for each park slot to be used The call will be parked in the next available slot starting at 1 The User will be informed via a recorded message which slot the call has been parked in The call will be parked in the slot number entered in the Translate To field Therefore in t...

Page 129: ...existing park slot number where the re numbering is to start eg 2 6 Select Update or Apply when ready In this example the second Park icon button will now access Park Slot 12 the third accesses Park Slot 13 and the fourth accesses Park Slot 14 Creating Park icons on a PCS 58x PCS 57x PCS 56x PCS 55x and PCS 60 Rather than changing the park slots that Park icons buttons 1 4 access as described abov...

Page 130: ... 1 4 will return to the User s Favourites screen Removing the default Park icons from a PCS 58x PCS 57x PCS 56x PCS 55x and PCS 60 If a User does not wish to use the default Park icons on their PCS 58x 57x 56x 55x 60 or Navigate and would prefer to use the space for their speed dials these Park icons can be removed Users of a PCS 58x Navigate or PCS 60 can configured this themselves via Settings a...

Page 131: ...s can dial the User s extension number and the home or mobile phone will ring A mobile phone can transfer a call by pressing the key three times which provides the dial tone and the destination number can be entered Once the call has been answered the original call can be transferred by ending the call on the mobile Please note that the caller will hear the tones when the is pressed Please note x ...

Page 132: ...ave a home telephone that has loudspeaker facilities so that the user can hear calls that ring during the idle period and when the local line clears x A mobile phone is able to clear incoming calls itself Extension Anywhere operation is not configurable for a user of a PCS 410 400 100 If this feature is required assign the User to an analogue phone port and configure as above When the User is in t...

Page 133: ...ed in the Group Membership section of the Vision Call Centre Configuration Manual The relevant User can now be configured as an Agent as described in the Vision Call Centre Configuration manual Please note that if the Agents will be hot desking the Partner Login Code must be the same on all handsets and therefore the Remote Working Code must be the same for each User For information on how to set ...

Page 134: ... Description that will help you to identify why you have created this Dial Plan if required 5 In the Dial Delay Time field enter the amount of time in milliseconds after digits are entered before the system starts to process the number dialled 6 In the Dial Delay Count field the number of digits to be entered before the system starts to process the number dialled 7 Select Update or Apply when read...

Page 135: ... dialled for those who are used to dialling 9 for an outside line allows emergency calls to be made even when outgoing call barring is set and provides the short code of 1571 to allow access to the User s voicemail box Additional Dial Plan entries can be created within this Dial Plan by following steps above A ready made list of Dial Plan entries is available with the maximiser system and can be i...

Page 136: ...s Dial Plan field is blank this field will default to the Standard Dial Plan It is therefore recommended that default Standard Dial Plan is not deleted Using a Common Dial Plan If different Dial Plans are going to be used by different Users and there are common entries in each dial plan these common entries can be created in one Dial Plan and then associated with another Dial Plan so that both Dia...

Page 137: ...o the top ie the Dial Plan assigned to the User and the User s Dial Delay Time and Count will affect every entry regardless of which Dial Plan it is in Creating a Dial Plan entry to allow External calls A Dial Plan determines how digits dialled on the User s handset are processed Therefore a Dial Plan must be assigned to a User to allow external dialling The following Dial Plan entries give exampl...

Page 138: ...DDI Call Plan will be presented as the CLI Please refer to Working with DDI Plans section from page 195 for further information If the Users own extension numbers are to be used as CLI for internal calls this example Dial Plan entry for each extension number range can be created An entry in the Translate CLI To field will take precedence over a User s DDI Call Plan entry please refer to page 188 f...

Page 139: ...enance Manual v4 0615 10 135 Override the Outgoing Call Bar option The external number to be dialled is entered in the Translate To field Calls made via this Action will be displayed in Warnings Withhold CLI In this example Users can prefix a number with 141 if they wish to withhold their CLI ...

Page 140: ...n The extension number of the User or Department to be paged is entered in the Translate To field Therefore in this example the User would enter for example 112030 For details on how to set up an extension s analogue port to use an external paging source for example a tannoy please refer to page 90 Activate an External Relay port The Translate To field must contain the External Relay port to be ac...

Page 141: ... on the PCS 10 and PCS 520 analogue handsets and the Dial Plan entries required to match the System Feature Guide displayed on the PCS 5 and PCS 505 Dialplan txt contains the entries required for the PCS 5 PCS 10 PCS 505 and PCS 520 Dialplan520 txt contains the entries required for the PCS 520 These entries can be created manually if preferred Dial Plan entries required for the PCS 520 Number Matc...

Page 142: ... default a Group called MainGroup is created containing the first two Users eg Extn2001 and Extn2002 1 In Manager select Groups 2 A list of the current Groups will be displayed 3 Click on the Add button 4 In the Name field enter the name to be used for the Group Use alphanumeric characters only begin with a letter and do not use any punctuation 5 If required in the Description field enter text tha...

Page 143: ...eld The Members will be listed in Order number sequence with the highest at the top 13 Select Update or Apply when ready Alternatively a Group can be created via Manager Assist Configuration Aids Groups Create New Group If you enter any invalid text into the Group Name box the field will turn red and a warning will be displayed Please note that the Members are given an Order Number in the order th...

Page 144: ...tively 1 Open Manager Assist Configuration Aids 2 Under the Users section select Group Users Add and Remove Users within Groups 3 From the Select Group list box select the Group you wish to amend 4 The existing members of the group are highlighted in red within the list of Users of the system 5 Tick the User s you wish to add to the Group and click on the Add Users button 6 In the warning that is ...

Page 145: ...t the Group you wish to amend 4 The existing members of the group are highlighted in red within the list of Users of the system 5 Tick the User s you wish to remove from the Group and click on the Remove Users button 6 In the warning that is displayed select OK to accept this change 7 This User will no longer be highlighted in red Adding a Group to a Group Where the Users to be added to a Group ar...

Page 146: ...will help to identify the Group 6 Select Apply 7 Select Add Phone Member 8 Select the Member field 9 From the Select Module for Phones list select the Module to which the phones are connected 10 From the Select Phone list select the phone required and this will appear in the Member list In the Order field enter the number required The Order number determines the priority of the member within the G...

Page 147: ... and you have 10 staff with 50 French of which only 5 have 20 Spanish then the Group will only have 5 members A Capability member can be deleted and amended in the same manner as described for a User above Enabling Group log in log out The Capabilities feature can be used to provide the Users of a Navigate PCS 60 PCS 58x 57x 56x 55x with the ability to log in and log out of a Group Please note tha...

Page 148: ...ty Percent field described above 14 Select Update when ready 15 The Group will be automatically populated with the Users whose value in their Capability Percent field is the same or higher than the value in the Group s Percent field On a PCS 58x the Groups option will now appear within the Group Membership screen which can be accessed by selecting the Settings icon once On a PCS 57x 56x 55x the Gr...

Page 149: ...roup the minus sign is removed and the User is returned to the Group Restrict Users from logging in and out of a Group Users can be restricted from logging themselves in and out of a Group on their handsets via the Restrict Groups field in their User configuration form This particularly relevant when used with Vision Call Centre when only a supervisor is to be able to log an Agent in and out of a ...

Page 150: ...a Group has been created a Department is then created to determine how calls will be presented to the Group 1 In Manager select Departments 2 A list of the current Departments are displayed 3 Click on the Add button 4 In the Name field enter a unique name for the Department use alphanumeric characters only begin with a letter and do not use any punctuation This Name is used to identify a call to t...

Page 151: ...entry if this is not the Call Server required select the correct one from the list This is a required field Use the Save Department button with the Messaging page to save and create the new Department Multiple Departments can be created together via Manager Assist Configuration Aids Departments Add Bulk Departments Each Department is identified on the database by a GUID Global Unique Identifier Th...

Page 152: ...rs Renumber 2 In the New Number Base field enter the first number of the new range to be used for example if you wish to renumber the extensions from 6001 to 6050 enter 6001 3 In the Target Users field enter the extension numbers to be changed Enter either a comma between each extension number or use a hyphen to indicate a range of extensions For example 8001 8003 8009 8015 etc or 8001 8010 4 Sele...

Page 153: ...ave been previously created as detailed on page 138 1 In Manager select Departments 2 A list of the current Departments are displayed 3 Select the Department required 4 Select the Distribution page 5 Select the Distribution Group field 6 From the Select Group list select the Group required 7 This Group will be displayed in the Distribution Group field 8 From the Distribution Mode list box select t...

Page 154: ...swered before being passed to the Alternate Distribution Group The Alternate Distribution Mode will determine how the calls will be presented to the Alternate Distribution Group 1 In Manager select Departments 2 A list of the current Departments are displayed 3 Select the Department required 4 Select the Distribution page 5 Select the Distribution Skip On No Targets check box if a call is to be pr...

Page 155: ...tion Group is used that an Alternate Distribution Group 2 is also configured as described below Both fields can contain the same Group x Comfort announcements can be played to the caller while waiting for the call to be answered Please refer to page 241 for further information x If the Max Number of Active Calls before Busy entry has been exceeded the caller will be given busy x Calls will pass to...

Page 156: ...l is presented to the Alternate Distribution Group 2 Please note x If this field is left as 0 the value in the Max Ring Time Before Alternate Distribution field will be used x If the Alternate Distribution Group Mode is set to All this will be the amount of time the call will ring on all extensions simultaneously before being passed to the Alternate Distribution Group 2 x If the Alternate Distribu...

Page 157: ...istribution Group or passed directly to voicemail When the office is re opened staff are at their desks and available to take calls the In Hours option can then be selected and calls will be presented to the Distribution Groups again Both of these Out of Hours modes can be selected manually in Manager as follows 1 In Manager select Departments 2 Select the Department required 3 From the Out of Hou...

Page 158: ...ng alphanumeric characters only and enter a Description if required 4 Select Apply 5 Select Add Time Band 6 In the Start Day of Week list box select the day of the week the Time Plan is to start 7 In the Start Time field enter the time each day the Time Plan is to start 8 In the End Day of Week list box select the day of the week the Time Plan is to end 9 In the End Time field enter the time each ...

Page 159: ... 2 Select the Department required 3 The Out of Hours Mode field will display Not Used In Hours Out of Hours or Timed The current status of a Department either In Hours or Out of Hours can also be viewed via Manager Assist Select System Checks and then Time Check Using an Out of Hours Distribution Group When a Department s Out of Hours Mode field is set to Out of Hours calls can be passed to an Out...

Page 160: ...to the Voicemail for a Department section from page 233 for further information x If the Max Number of Active Calls before Busy entry has been exceeded the caller will be given busy x Calls will pass to voicemail after the time entered in the Out of Hours Max No Answer Time before voicemail field Please refer to the Voicemail for a Department section from page 233 for further information Using an ...

Page 161: ...rator Receptionist who will be transferring calls to other Users or Departments 1 In Manager select Departments 2 From the Departments list select the Department required 3 From the Auto URL Mode list box select one of the following a Favourites the User s speed dial list will be displayed once a call to this department has been answered b Users the User directory will be displayed once a call to ...

Page 162: ... ready Assigning a Wrap Up Time The Wrap Up Time feature specifies the amount of time given to each member of the Distribution Groups at the end of each call By default this is set to 1 second and if configured must be set to 1 or greater They will not be available to receive the next call until this time has elapsed This will allow time for any administrative tasks eg completing contact reports u...

Page 163: ...o use this facility the relevant Users must also have Call Waiting set in their User configuration form as described on page 107 Configuring Call Waiting 1 In Manager select Departments 2 Select the Department you wish to configure 3 Select the Telephony page 4 From the Call Waiting list box select one of the following options a Disable default the Call Waiting feature is not set for this Departme...

Page 164: ...date or Apply when ready Pick up a Department call via a Dial Plan entry A Dial Plan entry can be created similar to this example that will allow Users to pick up the longest waiting call ringing for a Department The Extension number or Department Name can be used in the Translate To field Using an Out of Office Message When all members of a Department are out of the office in a meeting for exampl...

Page 165: ...ase refer to page 233 Music on Hold For information on assigning music on hold to a specific Department please refer to page 204 Setting up the Contacts Database The Contacts database can be used to store information on external associates for example customers and suppliers The database can be used as an address book a telephone directory for speed dialling and for matching incoming CLI The Conta...

Page 166: ...the Contacts Directory via Navigate a PCS 60 50 100 410 400 542 55x and 58x 57x 56x unless Ex Directory is ticked When a User makes a search for a Contact the search will use the text in the Name field in chronological order However the First and Last Name fields within the Organisation page enable a directory search for this Contact via their first name or surname supported on Navigate v1 0 74 an...

Page 167: ... rights to the Contacts database can be configured as follows 1 In Manager select Users 2 Select the User required 3 Within the General page from the Contact Mode list box select one of the following a Add Update this is the default entry The User will be able to create new entries and amend existing entries b Update the User will be only able to amend existing entries c No Change the User will no...

Page 168: ...to be displayed eg www splicecom com or http 192 168 0 1 sales php 4 From the Auto URL Mode list box select one of the following a NoAction the web page specified in the Auto URL field is not automatically displayed on a PCS when a call is made to and or received from this Contact However the web page can be viewed via the Information icon on the PCS b On Ring the web page will display on the PCS ...

Page 169: ...been answered b Users the User directory will be displayed once a call to or from this Contact has been answered c Departments the Department directory will be displayed once a call to or from this Contact has been answered 4 From the AutoURL Direction list box select one of the following a Bothway the directory will be displayed on a PCS when a call is made to this Contact and on a PCS when a cal...

Page 170: ... or Apply when ready Secondly all the relevant DDI Plan entries containing the telephone numbers that the Contact may use must be amended to contain square brackets followed by the extension number User or Department Name to which a call will be normally routed as per this example Please refer to the Working with DDI Plans section on page 195 for further information If the Contact belongs to a spe...

Page 171: ...o that appears at the beginning of the Translate to field If the Companies feature is being used enter the relevant Company Name between the square brackets eg Blue Bird Graphics 8010 Similar to the following examples For further information please refer to the Working with Companies section from page 177 After receiving a nuisance call the users of Naviage PCS 60 50 PCS 58x and 410 400 can now bl...

Page 172: ...eady A Dial Plan entry must then be created to allow the User to dial the Account Code and make an external call For further information on working with Dial Plans please refer to page 130 9 In Manager select Dial Plans 10 Select the Dial Plan being used by the User eg Standard 11 Select Add Dial Plan Entry 12 In the Number Match field enter the digits to be dialled by the User eg 95 13 From the A...

Page 173: ...ng a Time Plan 1 In Manager select Time Plans 2 Click on the Add button 3 Enter a Name using alphanumeric characters only begin with a letter and do not use any punctuation and enter a Description if required 4 In the TimeZone field enter the time zone required for this Time Plan eg GMT UTC Eire etc 5 Note that the Mode field is set to Timed by default 6 Select Apply 7 Select Add Time Band 8 In th...

Page 174: ...t need to create a second Time Plan that covers the hours outside of the assigned Time Plan x When a Time Plan is used with an internet connection this plan is only checked at initial connection Therefore a Time Plan will not disconnect the connection For information on the time provided by the system please refer to page 13 Overriding a Time Plan A Time Plan has three modes Timed Out of Hours and...

Page 175: ...field similar to the following examples This Dial Plan entry would set the Mode field to In Hours The Translate To field contains the name of the Time Plan to be configured This Dial Plan entry would set the Mode field to Out of Hours The Translate To field contains the name of the Time Plan to be configured This Dial Plan entry would set the Mode field to Timed The Translate To field contains the...

Page 176: ... Plan required eg Bank Holidays 5 Select Apply Secondly you will need to enter the dates that the Alternative Time Plan is to be used as follows 1 Select Add Date Exception 2 In the Day of Month field enter the date required 3 From the Month list box select the month required 4 Select Update 5 Repeat steps 6 to 9 until the all dates required have been entered 6 Select Update or Apply when ready Vi...

Page 177: ...pt for Active or Script for Inactive fields as per this example In this example the scripts are stored in the Web directory on the Call Server For further information please refer to the Internal Web Server section from page 264 Conferencing The Conferencing feature allows Users to create a 3 way conversation between themselves and two internal and or external calls via their handset or create a M...

Page 178: ...sions 2001 and 2002 extension 2003 can dial either 2001 or 2002 to join the conversation This example Dial Plan entry will allow a User to create a conference with two internal or external calls The number internal or external to be called when creating the conference is entered in the Translate To field For example extension 2001 makes a call to extension 2002 and puts the call on hold Extension ...

Page 179: ...ime are not specified it is advisable to use a PIN code so only authorised users join the conference The conference is then initiated via a Dial Plan or DDI Call Plan entry as follows Initiating a Meet Me Conference A Meet Me Conference can be started via a Dial Plan entry similar to this example Please note that Translate to field can contain CC or ConferenceCreate After dialling the Dial Plan en...

Page 180: ... any number can be entered unless used for an existing Meet Me Conference A Meet Me Conference entry will be automatically created and can be viewed via Manager The extension number or DDI number of the originator of the conference will be displayed in the Organiser field The Start Time field will contain the time the conference was initiated and the End Time field will contain the time 30 minutes...

Page 181: ...his example Please note that Translate to field can contain CJ or ConferenceJoin When a caller dials this DDI number they will firstly be asked for the conference number of the Meet Me Conference they wish to join followed by eg 7987 If a number has been entered in the Pin field for this conference the user will be asked to enter the conference PIN followed by eg 1234 A beep will confirm that they...

Page 182: ...Company is identified on the database by a GUID Global Unique Identifier This unique identifier can be displayed within Manager Assist by selecting Configuration Aids and then Voicemail GUIDs For further information on using a Park Timeout and parking a call please refer to the Using the Park Facility section from page 123 For information on how to record inbound and outbound external calls made b...

Page 183: ...ly be able to view in the Departments Directory on their PCS Departments assigned to the same company The User will still be able to dial other Departments on the system however they will not be able to do this via the Departments Directory Groups Groups created while managing a specific company will be automatically assigned to that Company Assigning a Group to a Company will enable an Administra...

Page 184: ...dant for a Company Clear the Manage Company feature When you wish to return to managing the complete database the following steps can be taken 1 In Manager select Manage Company 2 Select Clear 3 The title bar will display that the Manage Company feature is no longer on and all Users Departments etc can be viewed Assigning an existing User Department Group Time Plan to a Company An existing User De...

Page 185: ...nt Contact 2 In the Direct Route To field enter the extension number User or Department Name to which a call is to be routed 3 Select Update or Apply when ready Secondly all the relevant DDI Plan entries containing the telephone numbers that the Contact may use must be routed to the required Company so that the system knows which Company s list of Contacts to search The Translate To field must con...

Page 186: ...els S716 Starter pack 2 channels 5100 Call Server BRI1 2 channels BRI2 2 channels PRI1 1 channel 5108 Call Server BRI1 2 channels 5500 NSG BRI1 2 channels BRI2 2 channels I208 BRI1 2 channels I230 PRI1 8 channels This default configuration can be viewed as follows 1 In Manager select Trunks 2 Select the module containing the Trunk you wish to view eg CallServer 3 Select the ISDN trunk you wish to ...

Page 187: ...te the channels on BRI2 BRI3 and BRI4 on the I208 x Activate the further channels on the PRI port on the I230 x Use more than one channel on a PRI trunk on the 4100 Call Server and 4200 Trunk Module x Activate the channels on the third and fourth BRI ports on the 4140 Remote Call Server x Activate the channels on the 15 channel PRI port available on the 4140 Remote Call Server Please refer to the ...

Page 188: ...above 8 If required in the Reserve Incoming Capacity field enter the number of channels to be reserved solely for incoming calls 9 Select Update or Apply when ready Please note x If a Trunk is not configured with either a DDI Call Plan or a Dial Plan calls on this Trunk will receive busy x Out of Service will be enabled until the port is active this option will then automatically disable and the T...

Page 189: ... located on the Call Server where the call was initiated will be used first Assigning a Trunk Group to a LCR Plan entry Outgoing calls are routed to a specific Trunk Group via a LCR Plan entry 1 In Manager select LCR Plans 2 Select the LCR Plan required 3 Select Add LCR Plan Entry 4 In the Number Match field enter the digits to be dialled to access the Trunk Group Ensure this entry does not clash ...

Page 190: ...of an incoming call to the system Route of an Outgoing Call The following diagram displays the route of an outgoing call made by a User of the system 1 Trunk 2 DDI Plan Entry 3 User or Department etc Call is received by a Number dialled matched against Call presented to 1 User 2 Dial Plan 3 LCR Plan 4 Trunk Group 5 Trunk Number dialled by a Number matched to a Dial Plan entry Number matched to a L...

Page 191: ...cate that this field is enabled 9 Select Update or Apply when ready To route calls via this Trunk port the following can be configure 10 From the navigation pane select Trunk Groups 11 Select the Add button to create a new Trunk Group 12 Enter a Name eg NT Port and description if required 13 Select Apply 14 Select the Add Trunk button 15 Select the Trunk field 16 From the Select Module for Trunks ...

Page 192: ...han a Trunk licence to enable a channel on the PRI port This implementation of DPNSS will support Simple Calls Name Number Loop Avoidance Data Call and Node Numbers including Message Waiting and Visual Voice for Index Please refer to SpliceCom Support for assistance with configuration of DPNSS Creating a H 323 trunk A Call Server can support H 323 Trunk services and can be configured as follows Pl...

Page 193: ... to be registered 8 Select Update or Apply when ready 9 From the navigation pane select Trunks 10 Select the Module created above 11 From the Trunk List select Virtual 12 In the Presentation Number field enter the number to be sent on this Trunk 13 Select Apply 14 Select the DDI Call Plan field 15 From the Select DDI Plan list select the DDI Plan required 16 In the Capacity field enter the number ...

Page 194: ...unk A Call Server can support SIP Proxy Server and SIP Trunk services and can be configured as follows Please note that when using a 4100 Call Server or 4140 Remote Call Server a Voice Compression Module or card is required to use this facility please refer to page 36 for further details together with the required number of Trunk licences one per channel please refer to the Licencing section from ...

Page 195: ...unk This may be the account number supplied by the SIP provider 13 Select Apply 14 Select the DDI Call Plan field 15 From the Select DDI Plan list select the DDI Plan required 16 In the Capacity field enter the number of connections to be allowed on this link Please note that the required number of Trunk licences must been previously installed and be available 17 Select Apply 18 Select the SIP pag...

Page 196: ... a 5060 or b 3478 if using STUN 22 From the NatMode field select Static or STUN 23 If a Registration DNS IPAddress User Name and Password have been supplied by the SIP provider enter this information in the relevant fields otherwise leave the fields blank 24 Select Update or Apply when ready You will also need to configure port forwarding on the ADSL router to forward packets to the IP address of ...

Page 197: ...ired the follow text strings can be used s presentation number e g 441923282200 c account number e g 00001234567 u user e g Sam Jones so a blank entry is equivalent to s c module address eg 441923282200 sip provider net An example entry in the SIP From Field s ims telekomsrbija com To ensure the CLI number is presented Configuring a Trunk to Trunk call Incoming calls via a particular trunk s can b...

Page 198: ...CR Plan called Trunk2Trunk Therefore create a LCR Plan called Trunk2Trunk 5 Within this new LCR Plan create an entry that will route the call to the Trunk Group containing the trunk that the call is to be routed out on for example the Trunk that the video conference unit is connected to similar to the following example For further information on LCR Plans please refer to the Working with LCR Plans...

Page 199: ...haracters only do not use any punctuation and begin with a letter and a Description if required 4 Select Apply Alternatively amend the default Standard DDI Plan Creating a DDI Plan entry 1 Select the Add DDI Entry button 2 If this entry is only to be active during certain hours select the Time Plan field and select the Time Plan required 3 In the Number Match field enter the DDI Number required Th...

Page 200: ...routed by the Dial Plan configured for the Trunk receiving the call Please refer to page 277 for details on how to import or export DDI Plan entries Determining the order of a DDI Plan Entries DDI Plan entries are read by the system from top to bottom of the list The Order field can be used to determine the position of an entry in the list The entries are then displayed in sequential order with lo...

Page 201: ...e if the User s Dial Plan contains an entry specifying the outgoing CLI this will take precedence please refer to page 134 for further details If no matches are found then the Trunk s Presentation Number will be used The order in which the configuration of the system will determine the outgoing CLI to be presented for a specific User when making an external call is as follows 1 Dial Plan entry Tra...

Page 202: ...y the default Dial Plan entry The Translate CLI To field is blank so no outgoing CLI has been specified The LCR Plan determines the Trunk that this call will use The DDI Plan assigned to this Trunk contains an entry for the User ie the Translate To field contains the User s extension number 2001 The outgoing CLI for this call will be 402001 3 A User on extension 2001 dials an external number which...

Page 203: ...ial Plan entry would be created within a Dial Plan assigned only to the Manager The Translate CLI To field contains the extension number of the Manager s assistant This extension number must then be matched in the assistant s DDI Plan entry The assistant s DDI number would then be used as outgoing CLI for all outgoing calls Routing calls dependent on the incoming CLI Calls can be routed to a speci...

Page 204: ...61 However the system needs to know which Company s list of Contacts to search in order to use this feature Therefore please refer to page 181 within the Creating Companies section for full details Working with LCR Plans Least Cost Calls Routing Plans LCR Plans determine the routing of outgoing external calls this may be simply to specify the Trunk Group to be used or to specify the carrier that w...

Page 205: ...d by the carrier A pause may be required either before or after the pass code in which case insert a D either before and or after the code digits 12 Select Apply 13 Select the Trunk Group field and select the Trunk Group that calls via this LCR Plan entry will use see page 182 for further details 14 If required repeat steps 9 to 13 using the Action Secondary field Dial Secondary field DTMF Seconda...

Page 206: ...ed to match the area code part of an incoming number to display the town city that the caller is ringing from for example 01923123456 could be displayed as Watford 123456 Please note that incoming CLI matched by a Contact will have priority over an Area Code entry An Area Code can be created as follows 1 In Manager select Area Codes 2 Select the Add button 3 Enter the Name of the area to be displa...

Page 207: ... this Voicemail Port ensure that Music Server option is ticked Please refer to the Voicemail Ports section from 212 for further details Please note A music channel will not use a voicemail channel Internal Music on Hold The music message to be played must be stored as a WAV file CCITT A Law 8 000kHz 8bit mono on the relevant Call Server Microsoft s Sound Recorder will allow you to format a normal ...

Page 208: ...ored and that calls to this Call Server will be played this music message Therefore on a system consisting of multiple Call Servers the following will be required x If the same music message is to be played on all Call Servers leave the Source Server field blank however the WAV file must be stored on each Call Server x If a different music message is to be played at each Call Server create a new M...

Page 209: ...for that User Department or Company the DefaultHoldMusic entry will be used External Music on Hold Music on hold can be supplied into the system via an analogue phone port You will require a Music on Hold Adapter which converts a 3 5 mm stereo jack to RJ45 for connection into a phone module port Technical details of the adapter can be found in the maximiser Technical Reference manual The music sou...

Page 210: ...ber eg for port 12 the entry will be 16664 If more than one Phone Module exists on the system multicast will find the relevant port 5 Where more than one Call Server is operational within a system leave the Source Module field blank to play the music globally alternatively enter a specific Call Server to play the music only for calls received on that Call Server 6 Select Update or Apply when ready...

Page 211: ...ins 100 pre configured Events Event 0 will display each User s Home Page Event 1 will display input1 php and similarly Event 2 to 99 will display input2 php input3 php etc These files are stored on the internal Web Server and can be amended as required The example pages will switch back to the User s previous page after 30 seconds this is a result of the programming of these pages and not of the s...

Page 212: ...e only to the members of this Group The User Group field within an Event is configured to use this feature as follows 1 Create a Group containing the Users to be sent the Event Please refer to Creating a group of Users on page 138 for further details 2 In Manager select Event 3 From the Events List select the event to be amended 4 Select the User Group field 5 From the Select Group list select the...

Page 213: ... and select Add 5 Select maximiser TAPI Service Provider and select Add 6 With maximiser TAPI Service Provider selected select Configure 7 In the IP Address field enter the IP Address of the Call Server or Phone Module 8 In the Port field enter the Port number to which the user s handset is connected eg 5001 5020 etc this will be truncated to 1 20 etc 9 In the Access Code field enter the port s Pa...

Page 214: ...torage x The 5500 NSG supports up to 8 simultaneous connections 2 of which are provided on shipment 300 voicemail boxes 5 of which are provided as standard and up to 730 hours of message storage x A 4100 Call Server provides up to 8 simultaneous connections and 30 hours of message storage x A 4140 Remote Call Server provides up to 4 simultaneous connections and 10 hours of message storage Voicemai...

Page 215: ... be entered within Capacity field of the relevant VoicemailPort This licence will also facilitate the use of the Voice Processing application run on a standalone Linux PC or server MessageBox licence Each User and Department on the system can be configured to use the voicemail functionality To activate this use a MessageBox licence must be purchased installed and assigned to the User or Department...

Page 216: ...tabase called BuiltIn and can be used to control the entire voicemail facility However on systems with more than one Call Server additional Voicemail Ports can be created if different settings are required for each Call Server for example when Call Servers need to connect to different email servers for the Voicemail Email facility or when using voicemail running on an external PC When multiple Voi...

Page 217: ... Capacity field enter the number of channels to be assigned to this port This will be the maximum number of simultaneous connections that will be allowed via this port The relevant number of VoicemailPort licences must have been previously installed and be available 9 The following services are enabled on this port by default disable these if they are not required eg disable all of these if these ...

Page 218: ...l is running on an external server an additional Voicemail Port must be created as follows 1 In Manager select Voicemail Ports 2 Select the Add button 3 Enter a Name for the Voicemail Port using alpha numeric characters only begin with a letter and do not use any punctuation This port must not be called BuiltIn 4 Enter a Description if required 5 Select Apply 6 Select the Dial Plan field ...

Page 219: ... 15 If the external voicemail server is to support the conferencing feature tick Conference Server Please refer to the Conferencing section from page 172 for further information 16 Select Update or Apply when ready 17 Configure any other facility required on this port details of which are covered in the relevant section of this manual Creating a BuiltIn Voicemail Port for each Call Server Where a ...

Page 220: ...all Server receiving the request and if the service required is not enabled it will look for the Call Server entered in another Voicemail Port The Builtin Voicemail Port for the Call Server providing the centralised service must be configured with the necessary number of channels required for this service via the Capacity field 1 In Manager select Voicemail Ports 2 Select the Add button 3 Enter a ...

Page 221: ...ages as described in the Accessing Voicemail section from page 220 x Colleagues will be able to transfer calls to the User s voicemail as described in the Leaving a Message section from page 218 x Call recording as described in the Call Recording section from page 256 Further voicemail functionality can be provided to a User by configuring their Voicemail Enabled option as follows 1 In Manager sel...

Page 222: ...ill only enable or disable the Voicemail Enabled option for the User on whose handset this short code is dialled On dialling these short codes a recorded message will be played confirming that this option has been enabled or disabled For further information please refer to the Working with Dial Plans section from page 130 Leaving a Message If voicemail has been configured for a User callers to a U...

Page 223: ...r s greeting activates the Assistant Telephone number The User will need to amend their greeting to inform callers that this facility is available This facility can be configured as follows 1 In Manager select Users 2 From the Users list select the User required 3 Select the Voicemail page 4 In the Voicemail Assistant Telephone Number field enter the internal or external number to which callers ar...

Page 224: ... flash Via PCS 50 the New Messages icon with flash Users can access their messages via a Dial Plan entry via Voicemail Call Back or via their PCS 58x 57x 56x 55x please refer to the relevant PCS User manual for further details If a Dial Plan entry is to be used the following gives an example for voicemail retrieval The Translate To field is left blank so that the short code can be used by all User...

Page 225: ...ity can be configured to automatically ring the User when a new message has been received and on answer deliver the new message 1 In Manager select Users 2 Select the User required 3 Select the Voicemail page 4 Select the Add Voicemail Contact button at the bottom of the page 5 In the Telephone Number field enter the User s extension number 6 From the Type list box select Telephone 7 From the Meth...

Page 226: ...Dial Plan entry similar to the following examples By dialling for example 982006 the Voicemail Contact entry created above would be removed Alternatively the above example Dial Plan entry can be used to remove all Voicemail Contacts created to provide the Voicemail Call Back facility Voicemail Call Back can be configured to call the User on another extension or external number please refer to Remo...

Page 227: ...relevant Voicemail Port Settings At the end of all messages the User will be played For help please press 1 and the above list of options will be detailed For further details please refer to the Voicemail User Guide for further details Call Back the Source While listening to a message a User can ring back the caller by pressing 0 zero provided that the caller s CLI was presented with the call and ...

Page 228: ...alls to the User s extension number and DDI are forwarded x Under the Details page of the User s configuration form a User s home number mobile number and a further two numbers can be stored Voicemail can use these numbers for forwarding Recording a Daily Greeting via a Dial Plan entry A daily greeting can be recorded via a Dial Plan entry similar to this example The Translate To field contains th...

Page 229: ... the previous menu 0 Discard the greeting do not save the new greeting and return to the previous menu Remote Access to Voicemail Users may wish to access their messages from their mobiles when working at home from another extension other than their own when for example they are working in another office or have an assistant who monitors their voicemail etc A Voicemail Access Code must be configur...

Page 230: ... from another extension Please refer to page 225 for details on how to configure an Access Code The Translate To field must contain the User s extension number This entry must be created within the Dial Plan used by the extensions on which the short code will be dialled or A general Short Code can be created for every User The User would enter for example 2006 and access voicemail for extension 20...

Page 231: ...described in the Setting Department Voicemail Notification section from page 239 However the account selected will be displayed in both fields This User will be prompted to enter the manager colleague s Voicemail Access Code when attempting to listen to the manager colleague s messages Alternatively a voicemail contact similar to the following example can be entered within the manager colleague s ...

Page 232: ... the call back will be cancelled Please note x If the Deliver New Method is selected the call back will operate as described above however the message will not be preceded by the usual statement indicating the number of new messages received This is useful if a voicemail message is to be announced via a paging port x This facility must be enabled via the relevant Voicemail Port The Enable Message ...

Page 233: ...se this facility a DDI Call Plan entry similar to this example can be created On dialling the DDI number a User will be prompted for their Account Code at this point the User should enter their extension number followed by a hash The User will then be prompted for their Access Code this number should be entered followed by a hash Dialling from a trusted location When a User dials a DDI number to a...

Page 234: ...be configured for the same number or independently in other words one feature is not dependent on the other Using voicemail from an INDeX The following example Dial Plan entries can be used to allow access to the appropriate functions in the User s maximiser voicemail box from the appropriate soft buttons on the DT and 20 Series INDeX digital handsets This example Dial Plan entry will allow Users ...

Page 235: ...cemail Port 3 Within the Email Smart Host field enter the IP address of the SMTP mail server 4 Within the Email Source Address enter the name of the account that will be displayed in the From field of an email 5 Select Update or Apply when ready Configuring a User to utilize this facility 1 In Manager select Users 2 Select the User required 3 Select the Voicemail page 4 Select the Add Voicemail Co...

Page 236: ...reby if a voicemail message is deleted via voicemail the corresponding email will be deleted and visa versa 1 In Manager select Users 2 Select the User required 3 Select the Voicemail page 4 In the Email Address field enter the email address to receive the User s messages 5 In the Email Server field enter the IP address of the email server supporting this facility 6 In the Email Username field ent...

Page 237: ...ed in the Telephone Number field and play the message Using Ring Back When Free Ring Back When Free is an Enhanced Speech Processing facility and requires an ESPSession licence for each concurrent channel required please refer to the Voicemail Licensing section from page 211 for further details The relevant Voicemail Port must be configured with a Dial Plan please refer to the Voicemail Ports sect...

Page 238: ...nfiguring the Voicemail Enabled option as follows 1 In Manager select Departments 2 From the Departments list select the Department required 3 Select the Voicemail page 4 Tick the Voicemail Enabled field 5 Select Apply Once this option has been enabled callers to a Department will be transferred to voicemail after the time specified in the Max No Answer Time before Voicemail field as described in ...

Page 239: ...o allow callers to leave a message the Max No Answer Time Before Voicemail option must be set as follows 1 In Manager select Departments 2 Select the Department required 3 Select the Telephony page 4 Within the Max No Answer Time Before Voicemail field enter the number of seconds that a call will ring for the Department before being passed to voicemail This time must take into account the amount t...

Page 240: ...e number of seconds that a call will ring for the Department before being passed to voicemail If the call is to pass directly to voicemail enter for example 1 Alternatively if the call is pass to the Out of Hours Distribution Group first enter the amount time required for the call to ring around this Group before being passed to voicemail 5 Select Update or Apply when ready Please note that the Vo...

Page 241: ...smsg wav to copy the file from root to the ftp directory c After receiving the Transmission Complete message enter Quit 3 In Manager select Departments 4 From the Departments list select the Department required 5 Select the Voicemail page 6 In the Voicemail Target field enter Play wav file name eg Play salesmsg wav 7 Select Update or Apply when ready Please note that Play will play the message onc...

Page 242: ...ils The Department s Message Box Mode will determines how voicemail messages for this Department are listened to when two or more Users simultaneously accesses this Department s voicemail Normal Users will be able to listen and handle all messages at the same time Queued Users will not listen to the same message simultaneously First User to access this Department s voicemail will listen to message...

Page 243: ...lect the Voicemail page 4 In the Voicemail Access Code field enter a 1 8 digit code 5 Select Apply 6 Select the Add Voicemail Contact button 7 In the Telephone Number field enter the Department s extension number 8 From the Type list box select Telephone 9 From the Method list box select Prompt 10 Select Update or Apply when ready Please refer to the Setting a Department s Voicemail Access Code se...

Page 244: ...ode when attempting to listen to the Department s messages Alternatively a voicemail contact similar to the following example can be entered within the Department s Voicemail page The User with the extension number entered in the Telephone Number field will not be prompted for the Department s Voicemail Access Code Please refer to the relevant PCS User manual for details on how to handle voicemail...

Page 245: ...ia an internal number or Internal External enable call back for messages left via internal and external numbers x Ensure that the relevant Voicemail Port has been configured with a Dial Plan otherwise the voicemail server will not be able to dial the digits entered in the Telephone Number field x One or more Voicemail Contacts can be added to multiple Departments simultaneously via Manager Assist ...

Page 246: ...ng will be used until a new daily greeting is recorded Recording a daily greeting directly via a Dial Plan entry A Department s daily greeting can be recorded via Settings as described above Alternatively a Dial Plan entry can be used similar to this example The Translate To field contains the Department s extension number or name 1 On dialling the short code the current greeting will be played 2 ...

Page 247: ...swered comfort announcements can be played The Max Ring Time before Announcement Time option will specify how long the call will ring before the caller is played the first announcement The Repeat Announcement Time specifies the amount of time before the second announcement is played and how often this is then played These announcements are played via the voicemail server and can be configured as f...

Page 248: ... 6 to re record the repeat announcement 4 Speak announcement after the tone then press hash or silence will be played 5 Record the new announcement and press when finished 6 The new announcement will be played back 7 The following options will be listed 1 Repeat the options 2 Re record the new announcement 3 Delete the new announcement and restore the previous announcement or return to the default...

Page 249: ... Contacts can be added to multiple Departments simultaneously via Manager Assist Configuration Aids Department Bulk Add Voicemail Contacts Using Voicemail Email If a User wishes to be informed that a new message has been received for a Department via email the following can be configured Please note that the Voicemail Email facility must be set up first as detailed on page 230 1 In Manager select ...

Page 250: ...field select SMS 7 From the Method field select Alert 8 Select Update or Apply when ready Please note that one or more Voicemail Contacts can be added to multiple Departments simultaneously via Manager Assist Configuration Aids Department Bulk Add Voicemail Contacts Creating an Auto Attendant The Embedded voicemail provides the ability to configure a single layer Auto Attendant facility so that ca...

Page 251: ...field enter a question mark 4 In the Telephone Number field enter the extension number User or Department name to which the caller will be transferred 5 Select Update or Apply when ready Record a Greeting Message To record a greeting to announce the options available to a caller a Dial Plan entry should be created with LeaveAAGreeting entered in the Translate To field similar to this example Pleas...

Page 252: ... section from page 188 for further details on creating a DDI Call Plan entry Routing a Department call to the Auto Attendant If a call to a Department is not answered the caller can be presented with the Auto Attendant instead of being forwarded to voicemail The Max No Answer Time before Voicemail option must be set as described on page 235 1 In Manager select Departments 2 From the Departments li...

Page 253: ...example 7 To test the Auto Attendant internally create a Dial Plan entry as explained on page 247 however in the Translate To field enter AutoAttendant company name similar to this example For further information please refer to the Working with Companies section from page 177 for further details Creating VXML Scripts Multi level auto attendants can be built using the VXML Scripts section in Manag...

Page 254: ...ces and begin with a letter This will be the name of the php file that will be created on the internal Web Server 4 Select Apply The next step is to create the Forms that will be used by the VXML Script A VXML Script can contain multiple Forms and each Form contains the menu of choices that will be presented to the caller 5 Under the Forms section select the Add VXML Form button 6 In the Name fiel...

Page 255: ... Delay Time After Speaking field enter the number of seconds that this item should wait before transferring the caller if required 15 In the Transfer To field enter the extension number to which the caller will be transferred 16 Select Update 17 Repeat steps 11 to 16 to create all the menu items required 18 Select Update when ready You will be returned to the VXML Script Details page Once all the ...

Page 256: ...the options presented a Menu Item can be used to automatically transfer the caller to a specified extension or present another Form This can be configured as follows 1 Within the required VXML Script Details page select the Form to be configured 2 In the Wait for Digits Timeout field enter the number of seconds this Form should wait for the caller to make a selection By default this is set to 10 s...

Page 257: ...mple below Please note that this option will allow callers to dial any number It is therefore recommended that a Dial Plan is added to the relevant Voicemail Port to restrict the type of numbers that can be dialled eg block international calls restrict to internal numbers only etc Using Variables The following variables can be used in the Say fields to provide the following information n number eg...

Page 258: ...configured as follows 1 Open the required Menu Item 2 In the Transfer Timeout field enter the number of seconds required before the Transfer To extension is considered not answered 3 From the Go To On No Answer list box select the Form to be presented to the caller after the Transfer Timeout 4 In the Say On No Answer field enter the text or wav file to be played to the caller before presenting the...

Page 259: ...the Go To Out of Hours list box select the required Form to be presented to a caller when the call is made outside the hours specified by the Time Plan 5 Select Update or Apply when ready Using the Auto Attendant Internally To test or use the Auto Attendant internally a Dial Plan entry can be created similar to this example The Translate To field should contain EA http ip address of the call serve...

Page 260: ... facility to record calls either for the Department as a whole or for a particular group of Users The calls are recorded as voicemail messages for that Department and are accessed in the same way as normal voicemail messages To enable recording for a Department follow these steps 1 In Manager select Departments 2 From the Departments list select the Department required 3 Select the Voicemail page ...

Page 261: ...ltiple Departments simultaneously via Manager Assist Configuration Aids Department Bulk Add Voicemail Contacts Recording Inbound Calls to a User Automatic recording of Inbound Calls can be enabled on a User by User basis The calls are recorded as a voicemail message for that User and are accessed in the same way as normal voicemail messages To enable recording for a User follow these steps 1 In Ma...

Page 262: ...cordings For further information on creating a Department please refer to the Routing calls via a Department section from page 146 2 In the configuration form for this Department enter an unique extension number and assign a Message Box licence 3 Within the Voicemail page from the Record Mode list box select one of the following a Resource at present will also record all calls b Mandatory to recor...

Page 263: ...utbound User Calls All outbound external calls made from any handset on the system can be automatically recorded The resulting messages are stored in a voicemail box called OutboundRecordings These messages can be accessed by creating a Department of the same name as follows To access these messages please refer to the Voicemail for a Department section from page 233 1 Create a Department called O...

Page 264: ...be configured for call recording as per the OutboundRecordings department described above If this field is empty the resulting message will be stored in OutboundRecordings as explained above Recording all outbound calls To automatically record ALL outbound external calls change the Action field of the default entry within the relevant LCR Plan from Dial to DialRecord The resulting messages are sto...

Page 265: ... Statistics Default No Answer Time 20 seconds Default Max Message Time 5 minutes No sound heard timeout 10 seconds Listened to messages deleted after 7 days Messages marked as old after listening to 10 seconds Daily greetings deleted if Permanent Greeting recorded Midnight Voicemail callback attempts 3 mins 10 mins 30 mins 1 hour every 3 hours AutoAttendant timed option 3 seconds Accessing a Voice...

Page 266: ...r the Status section select Voicemail Status Each User and Department that has a MessageBox licence is listed and if relevant the number of new messages followed by the total number of messages currently stored in their voicemail box Each User and Department with one or more new messages waiting is displayed in black Back up voicemail A back up of the internal voicemail server will be required to ...

Page 267: ... or If you are using the Command Prompt use the put command eg put voicemail tar to copy voicemail tar from the root eg C to this area Once copied the Transmission Complete message will be received 4 Reboot the Call Server and all the voicemail messages and greetings will be restored Manager Assist The following facilities within Manager Assist will aid with the maintenance and troubleshooting of ...

Page 268: ...eb password 192 168 0 1 2 Copy and paste the required files to and from this area For information on how to change the password used to access to the Web directory please refer to the System Passwords section from page 272 Home Page Each User can be configured with a Home Page this will be the default screen displayed on their PCS 58x 60 50 and or 410 400 This can be an external web page if an Int...

Page 269: ...in the Auto URL field enter http ip address of call server contact php n n c c u u e e d d p p t t n Number Caller s number c Contact Caller s name if available u User Name Recipient s User name e Extension Number Recipient s extension number d Destination Number Destination of the call User or Department number p Port Address of the phone receiving the call t Target Name Name of the destination U...

Page 270: ... following back up script 1 Telnet on to the Call Server via Root as described in the Root Access to a Call Server section on page 272 2 Type ftp backup 3 This will create a file called web tar within the ftp directory 4 Using FTP via a browser or Command Prompt log in as Admin on the relevant Call Server as described in the Admin Access to a Call Server section from page 273 5 If you are using a ...

Page 271: ...assword for security reasons Creating a WAN Link 1 In Manager select WAN Links 2 Select the relevant module containing the WAN port required eg CallServer 3 Either edit the default link called WANLink and proceed from step 6 or Select the Add button 4 Enter a Name using alphanumeric characters only maximum of eight eg the location of Call Server and a description if required 5 In the Account Name ...

Page 272: ...ed for enabling or disabling the negotiation of Multilink This would typically be enabled but some products may object to negotiating Multilink 6 Maximum Reconstructed Reception Unit MRRU specifies the maximum number of octets in the Information fields of reassembled packets typically set to 1500 7 Maximum Receive Unit MRU the negotiated packet size that can be received from a Multi Link PPP conne...

Page 273: ... to be idle before the Call Server will close the connection 7 Active Session Idle Period specifies the amount of time in seconds the connection will stay up when a session is open across the link eg Telnet browser to far end is open but there is no data transfer ie the open session is idle 8 Min Channels Required specifies the number of ISDN Channels the Call Server should use on initial dial up ...

Page 274: ...fault Park Timeout 5 minutes Default No Answer Time 20 seconds Default Login Idle Time 18000 seconds Default Wrap Up Time 1 second Manager Assist Manager Assist provides numerous php pages to assist with the maintenance configuration and troubleshooting of the maximiser system The majority of the pages are described within the relevant section of this manual otherwise they are described below ...

Page 275: ...on allows all calls on the system to be viewed Source Outgoing external or internal call name and extension number of the User making the call Incoming call name if the incoming CLI is matched in the Contacts database and number of the caller if CLI is presented with the call Target Outgoing external call name if the number dialled is matched in the Contacts database and the number dialled Incomin...

Page 276: ...d Alpha numeric characters only 3 Select Update or Apply when ready Admin access is required when using FTP to access the ftp directory on the call server as explained on page 273 The Voice access is required for FTP access to the Mailbox directory as described in the Troubleshooting Voicemail section from page 261 Changing the Password for Web access 1 In Manager select System 2 In the Web Passwo...

Page 277: ...92 168 0 1 or Via the Command prompt on a PC connected to the system 1 Enter ftp ip address of Call Server eg ftp 192 168 0 1 2 At the User prompt enter admin then press Enter 3 At the Password prompt enter the Maintainer Password eg password then press Enter The following FTP commands can then be used get a get file from the current directory and place in root eg C put a put file from root eg C i...

Page 278: ...ile is saved in a csv format and called areacodes txt Use FTP to copy this file into the ftp directory You may wish to make a copy of the existing areacodes txt before you do this Remove The Remove button will delete all entries from the database that match entries found in areacodes txt Additional entries created manually will not be deleted Confirmation that each entry has been deleted from the ...

Page 279: ...er of the fields in contacts txt is irrelevant the system will recognise the field name All telephone numbers will be imported in a format that can be dialled by the system ie brackets spaces etc are removed If a Contact s address consists of more lines than just Street Town and County fields labelled address1 address2 address3 and address4 will be imported and displayed in the Street field separa...

Page 280: ...m such as dialplan txt dialplan520 txt etc and are stored in the ftp directory of the Call Server This area can be accessed via a browser or Command Prompt as described in the Admin Access to a Call Server section on page 273 These default Dial Plan entries can be imported into the configuration To do this the file must be called dialplan txt Dial Plan entries exported from another system can also...

Page 281: ...as a means of changing the order the Dial Plan entries are displayed in the Dial Plan Make the changes required save the file as dialplan txt and copy it into the ftp directory Ensure the required Dial Plan has been entered in the Use This Plan field and Import the file Export Delete This option will export all Dial Plan entries from the specified Dial Plan to dialplan txt and delete the entries f...

Page 282: ...l be added twice Use the Remove button to correct this Remove The Remove button will delete all entries from the DDI Plan entered in the Use This Plan field that match entries found in ddiplan txt Additional entries created manually will not be deleted Confirmation that each entry has been deleted from the database will be displayed Select Continue at the bottom to return to the File Import Export...

Page 283: ... may wish to make a copy of this file before performing an Export If you wish to open users out txt in Microsoft Excel for example change the file extension from txt to csv This file can be used for managing a list of Users as a database or spreadsheet application will allow you to quickly and easily search for example which Users have been configured with a MessageBox licence Export Option If thi...

Page 284: ...e to your PC select Download 9 Specify where you wish to save this file on your PC and wait until the task is complete 10 This file can now be edited via an application such as MS Excel Please note x MS Excel will remove leading zeros from numbers therefore it is recommended that you to format all columns containing telephone numbers as text x This feature does not download entries within the User...

Page 285: ...will flash and turn off 4 The SpliceCom LED will flash slowly to indicate that the shut down is complete 5 At this point the power can be removed An orderly shutdown of the Call Server is also required before a Reboot and when defaulting the database as explained below An orderly shut down of a Phone and Trunk module will also be required when performing a reboot and upgrade as explained from page...

Page 286: ...wice again after 2 seconds and then turn off 4 The activity LED on the LAN port will go solid for a few seconds as the software is downloaded 5 Shortly after the Splicecom LED will be on and the unit will register with the system again Each port will flash the ring LED The software on the Call Server is upgraded via a Factory Restart or via software patch as detailed from page 286 However if you a...

Page 287: ...D will turn off for 10 seconds and then become solid one the unit is back up Backing up the Database A regular back up of the configuration of the system should be made in order to be able to restore a system quickly and easily if for example an error is made in the configuration and you wish to return to a previous configuration or a faulty Call Server is replaced Please note remember to also bac...

Page 288: ...owser or Command Prompt log in as Admin on the relevant Call Server as described in the Admin Access to a Call Server section from page 273 2 If you are using a browser place the backup file into this area or If you are using the Command Prompt use the put command eg put backup 031214 txt to copy the backup file from the root eg C to this area Once copied the Transmission Complete message will be ...

Page 289: ...e connected to the system is faulty and is to be replaced the following steps will need to be taken It is recommended that a like for like swap is always made eg a 5315 Phone for a 5315 Phone a PCS 562 with another PCS 562 and so on Before connecting any new hardware to the system ensure that Auto Add Phones is turned off as described in the Using Auto Add Phones section from page 13 Call Server I...

Page 290: ...te the new module from the Unassigned Modules list IP Phone 1 Ensure the Auto Add Phones feature is disabled within the relevant Call Server 2 Connect the new phone to the system and power up 3 The new phone will appear in the Unassigned Phones list 4 Select the phone and copy its MAC address serial number 5 From the Phones list open the existing phone and change its MAC address serial number to t...

Page 291: ... root upgrade will reset Web pages inittab and startVpn files back to default Please ensure you have a back up of the files required before upgrading the system If you require further information on these files please contact Support Send a Software Patch to the S8000 S716 5100 5108 NSG Call Server Once downloaded the patch file must be sent to the relevant Call Server via FTP as follows 1 Using F...

Page 292: ...e The Product Version field will display the version number being used Upgrading the 5100 Call Server and NSG via the USB port A USB memory stick can be used to upgrade the software on a 5100 Call Server 1 Place the cs5100 root tar gz or cs5100 patch tar gz files on to the memory stick 2 Put the memory stick into the USB port on the front of the 5100 Call Server 3 Reboot the Call Server and the so...

Page 293: ...e Reset switch once 2 When the SpliceCom LED is flashing press the Reset Switch 8 times or no more than 10 times 3 The LED will flash twice flash twice again after 2 seconds and then turn off for 10 seconds 4 The LAN activity LED will be solid for a few seconds as it downloads the software from the Call Server Please note If you accidentally press the Reset Switch 8 times on a Call Server no actio...

Page 294: ...pointing to the Call Server otherwise the Phone module software upgrades will fail Upgrading an IP Phone Software upgrades will be supplied as a file such as pcs580 3 3 102 tar gz for the PCS 580 pcs5x1 3 3 102 tar gz for the PCS 572 PCS 562 and PCS 55x pcs54x 3 3 102 tar gz for the PCS 542 pcs5xx 3 3 102 tar gz for the PCS 560 and 570 The patch file must be renamed before proceeding to the next s...

Page 295: ...this phone By default this is 7388 The Password is set within the relevant Phone s configuration form 4 A hash will appear indicating that the previous entries where accepted and a command can be entered 5 Enter upgrade loader IP address of Call Server eg upgrade loader 192 168 0 1 6 When the hash returns enter upgrade now or upgrade now IP address of Call Server supplying the software eg upgrade ...

Page 296: ...set to the Call Server providing the upgrade software Please refer to the Using Setnet section from page 299 on details how to view and amend this entry Upgrading remotely via Telnet You will need to know the IP address of the PCS 57x PCS 56x PCS 55x or PCS 542 which is displayed on the handset within the Phone Information which can be accessed by PCS 57x 56x 55x selecting the Favourites button th...

Page 297: ... 57x 56x 55x 542 as described above 2 Enter getupg ip address of call server admin maintainer password eg getupg 192 168 0 1 admin password 3 The software will be downloaded to the phone 4 When this process has finished the following will be displayed Upgrade files have been saved Files will be installed at next reboot 5 Reboot the PCS 57x 56x 55x 542 at a convenient time and the phone will be upg...

Page 298: ...default this is set to 7388 The PCS 410 400 can be upgraded as follows 1 Within the Command Prompt on a PC connected to the system enter telnet ip address of PCS 410 400 eg telnet 192 168 0 248 2 When prompted for the Login name enter diag 3 When prompted for the Password enter the password for this phone By default this is 7388 The Password is set within the relevant Phone s configuration form 4 ...

Page 299: ...88 1 Within the Command Prompt on a PC connected to the system enter telnet ip address of PCS 100 eg telnet 192 168 0 247 2 When prompted for the Login name enter diag 3 When prompted for the Password enter the password for this phone By default this is 7388 The Password is set within the relevant Phone s configuration form 4 A hash will appear indicating that the previous entries where accepted a...

Page 300: ...e can be used with the new software as long as it is installed into the same location The installation of the new software will be the same as a new install as described in the Navigate section from page 62 except that if Navigate is running as an IP Phone a User will already be assigned to this PC and any Preferences settings will have been saved If Navigate is running as a partner again any Pref...

Page 301: ...following options Press screen before the countdown completes to erase the code either x press the screen to erase any configuration settings such as a static IP address and return the handset to the default configuration whereby the unit will obtain its IP set up via DHCP or x wait for the countdown to complete to view the next option Please note that if this option is selected the phone must be ...

Page 302: ...dset 2 Press the screen while rebooting the unit 3 The configuration of the handset will be automatically defaulted and the software will be removed and replaced by the version stored on the Call Server Accessing the log files When requesting support from SpliceCom the Support staff may request copies of files providing a trace of the system These files are accessed using Telnet via Root as descri...

Page 303: ...n has been made to the Phone Module or PCS IP phone 5 Enter setnet then press Enter 6 The current configuration will be displayed You will be asked if you wish to change any of this configuration 7 Enter y then press Enter 8 At the following prompts make any changes you require otherwise press Enter to leave the option unchanged 9 You will be asked if you wish to save the changes Enter y then pres...

Page 304: ...a to b eg cp Admin_1265 log ftp mv a b move a to b eg mv Admin_1265 log ftp This command can also be used to rename a file eg mv Admin_1265 log trace1 log rm remove eg rm Admin_1265 log ftp Where a long file name must be entered the Tab key on your keyboard can be used to auto complete a long entry Enter the first unique letters of the file name and then press Tab eg mv A then Tab may find mv Admi...

Page 305: ... a file editor programme First open a file eg vi SpliceCom startVpn i go into insert mode dd delete line esc q quit edit esc wq write quit For a more extensive list of the commands available and for information on using these commands please refer to the Linux for maximiser An Introduction document available on the SpliceCom website ...

Page 306: ...one Navigate and PCS 60 Description 128 Characters Description of the user Telephone Number 64 Digits Primary telephone number for the user This is the extension number of the User on the system This can be any number required but must be unique on the system Alias Telephone Number 64 Digits A number when dialled that will be routed to this User For example a DDI number that historically was used ...

Page 307: ...ither to or from this User The User s PCS will also display the web page or directory when an external call is made by the User Auto URL Mode No Action The web page specified in the Auto URL field can be viewed via the Information icon on a PCS involved in a call to or from this User On Ring The web page specified in the Auto URL field is automatically displayed on a PCS involved in a call to or f...

Page 308: ...8x or 410 400 but will not be able to create new Contacts No Change The User will not be able create a new Contact or amend an existing Contact via their PCS 60 50 58x or 410 400 Edit Mode Enables or disables the User s rights to change his personal numbers and Description field via a PCS 58x 57x 56x 410 400 60 50 The default setting All will enable this setting Selecting No Personal Numbers will ...

Page 309: ...ing Calls to the User s Department s will ring on the User s extension All All calls to the User s extension number and DDI will be forwarded plus any calls to a Department to which the User is a member Dual All All calls to the User s extension number and DDI will be forwarded plus any calls to a Department to which the User is a member and the User s extension will ring Personal External All ext...

Page 310: ... when Forward on Busy is set This can be an external number or internal extension number Forward On No Answer None This facility is disabled Internal External All calls to the User s extension number and DDI will be forwarded to the Forward On No Answer To number after the User s No Answer Time Internal Internal calls to the User s extension number and DDI will be forwarded to the Forward On No An...

Page 311: ... Voicemail Access Code if the User is a Vision Agent and will be using the Vision Agent Portal to log on to their handset Please refer to the Vision Call Centre Configuration manual for further details Login Idle Time If a User has been manually logged in then this is the amount of time in seconds the user can be idle before they are automatically logged out 0 never log out Default 18000 seconds R...

Page 312: ...up Log in out is being configured or this User is to become a Vision Call Centre Agent enter a number the same or higher than the number entered in the Group s Capability Percent field Tunes page Telephone Number Used in conjunction with the CallerID and Destination Ring Tune Type Determines for which number the ring tune will be used Ring Type The instance when the selected tune is used System AN...

Page 313: ... for another Department or User Use Department Voicemail 1 8 to select a Department Use Department Voicemail by User 1 8 to select a User However the option chosen will be displayed in both sections as a User can only manage up to 8 Departments and or Users Missed and answered calls to these Departments or Users will also be listed on this User s PCS Record Mode Defines the mode that the call reco...

Page 314: ... to allow the User to access voicemail remotely without having to enter the Access Code x When used with Telephone Contact Type the Deliver and Deliver New Contact Method the telephone number dialed by the system to allow voicemail to deliver a new message x When used with Telephone Contact Type and the Prompt Contact Method the User s extension number x When used with the Email Contact Type the e...

Page 315: ...s specified in the Telephone Number field 3 When used in conjunction with the Lamp Contact Type the message waiting lamp will be lit on the extension number entered in the Telephone Number field Deliver 1 When used in conjunction with the Email and ArchiveEmail Contact Type a new voicemail message will be automatically sent to the email address entered in the Telephone Number field The message wil...

Page 316: ...rtualUser licence to this User To be enabled when a new User is created that will not be assigned to a physical phone and is only be used to provide PBX functionality Message Box Licence Enable Disable Assigns a MessageBox licence to this User Required to enable voicemail functionality for this User Vision Mobility Licence For use with Vision Please refer to Vision Installation and Configuration M...

Page 317: ...fully operational Timed Uses the In Hours Time plan to automatically determine the operational hours of the Department Out Of Hours Permanently places the Department into out of hours The Department considers itself to be outside of its operational hours regardless of the time of day In Hours Permanently places the Department into operational hours The Department considers itself to be inside of i...

Page 318: ... 56x when a call is made to this Department In Office disabled In Meeting Lunch displayed as On Lunch On Holiday Off Site The option selected will activate the relevant voicemail greeting eg the In Meeting voicemail greeting At Lunch voicemail greeting and so on Out Of Office Message 64 characters Additional text that will be displayed with the message selected above eg until 29 September in Board...

Page 319: ...ber and so on Sequential Same as Rotary however subsequent calls will be presented to the next User in the Alternate Distribution Group after the User who was last presented with a call Manual Members of the Alternate Distribution Group manually request a call for Department For use with third part call centre applications that control when calls will be presented Blank No call distribution will t...

Page 320: ...ribution The amount of time in seconds a call will ring the Distribution Group before being passed to the Alternate Distribution Group Please note that 1 a call will pass to voicemail after the Max No Answer Time Before Voicemail if set regardless of the amount of time entered in this field 2 this field will be ignored if Distribution Skip On No Targets is selected and all members of the Distribut...

Page 321: ...heir PCS 58x 57x 56x 55x 410 400 100 60 or 50 PhoneTools For use with PCS 60 and 50 as a partner Enables Call Waiting but the intermittent beep in the headset is disabled The beep is provided by the PCS 60 50 NoBeep Enables Call Waiting but the intermittent beep is disabled The User will be informed of a call waiting on the screen of their PCS 58x 57x 56x 55x PCS 410 400 PCS 100 PCS 60 or PCS 50 V...

Page 322: ...d the appropriate voicemail resource is available at that time Mandatory Records all calls Random Records a random number of calls as defined by the Record Rate Trunk Records all calls but the User s Record icon will not be activated and therefore the User will not be able to cancel the recording Disable Recording prohibited Voicemail Contacts Telephone number 64 characters x When used with Teleph...

Page 323: ...e to the email address entered in the Telephone Number field Alert 1 When used in conjunction with the Email Contact Type an email message will be automatically sent to the email address entered in the Telephone Number field to inform the recipient that a new voicemail message has been received for the Department 2 When used in conjunction with the SMS Contact Type the SMS alert will be sent to th...

Page 324: ...cences page Messagebox Licence Enable Disable Assigns a MessageBox licence to this Department Required to activate voicemail for this Department Groups Name 64 Domain Characters Name of the Group Description 128 Characters Text description of the Group Company The name GUID of the Company to which this Group has been assigned Order The order in which calls will be presented to the Members The memb...

Page 325: ...he days listed under Date Exception Entries Company The name GUID of the Company to which this Time Plan has been assigned Script for Active The path to the script to be used when the time plan is In Hours eg include Web timeplan sales active amended php Script for Inactive The path to the script to be used when the time plan is Out of Hours eg include Web timeplan delivery inactive php Time Band ...

Page 326: ...mpany Direct Route To 64 Characters The extension number User or Department Name to which a call from the Contact is to be routed Alternative the name of a WAV file to be played when a call is received from the Contact by entering Play wav file name The WAV file must be stored in the FTP area of the Call Server Telephone Number 64 Characters Telephone number No spaces or punctuation should be used...

Page 327: ...field is displayed while a call to or from this Contact is ringing On Connect The web page specified in the Auto URL field is displayed on a PCS when a call to or from this Contact is answered Favourites The User s Favourites Speed Dials are displayed on a PCS when a call to or from this Contact is answered Users The Users Directory is displayed on a PCS when a call to or from this Contact is answ...

Page 328: ... the Contact s address Account our ref 64 characters The code to be registered with this Contact when making a call with an Account Code This code then appears in the Call Logging output against telephone calls made using this Account Code Account their ref 64 characters Allows an Account Code to be entered for this Contact This code then appears in the Call Logging output against telephone calls ...

Page 329: ...articipants when joining the conference to listen only Listen Pin Personal Identification Number to be entered with the above Listen ID Max Members Specifies the maximum number of participants in this conference Each participant occupies a voicemail connection Secure For future use Dial Plans Name 64 Domain Characters Name of the Dial Plan Description 128 Characters Text description of this Dial P...

Page 330: ...he Forward On No Answer option and set the Forward Follow Me field to None for the User whose User Name or extension number has been entered in the Translate To field If the Translate To field is blank this Action will be activated for the User on whose extension the short code was dialled Conference create a 3 way conference with the number internal or external entered in the Translate To field D...

Page 331: ...g the outbound external call is a member of a Company the recording will be stored in the voicemail box specified within the relevant Company s configuration form Dial Transparent allow call to by pass an intra module trunk Used for fax calls between sites to be routed over the PSTN where there is a compressed 8 kbps G 729a link using a Voice Compression Module or card between sites Does not consu...

Page 332: ...ill be activated for the User on whose extension the short code was dialled Follow Me Set set the Forward Follow Me number field to the number entered in the Translate To field This will be activated for the User on whose extension the short code was dialled Follow Me Toggle toggle between Personal and None in the Forward Follow Me field for the User whose User Name or extension number has been en...

Page 333: ...of Hours for the Department whose Department Name or extension number has been entered in the Translate To field Night Service Timed set the Mode field to Timed for the Department whose Department Name or extension number has been entered in the Translate To field None no action will be performed Out Of Office Disable set the Out of Office field to In The Office for the User whose User Name or ext...

Page 334: ...g back the number entered in the Translate To field when the extension becomes available This features requires an ESP licence Set Event activate the Event entered in the Translate To field Set Home Number set the Home Telephone number field to the number entered in the Translate To field This will be activated for the User on whose extension the short code was dialled Set Mobile Number set the Mo...

Page 335: ... on whose extension the short code was dialled Voicemail Remove All Call Me to remove all Voicemail Contact entries for voicemail call back for the User on whose extension the short code was dialled Voicemail Remove Call Me to remove a Voicemail Contact entry for voicemail call back for the number entered in the Translate To field for the User on whose extension the short code was dialled Voicemai...

Page 336: ...ter the description of this trunk Presentation Number 64 Characters The Telephone Number to be presented as a CLI on outgoing calls when no other alternative exists DDI Call Plan Name GUID of the DDI Plan to be used to route incoming calls on this trunk and to determine the outgoing CLI for a call Dial Plan The name of the Dial Plan to be used if the DDI Call Plan field is empty For use with ISDN ...

Page 337: ...X Passthru PRA Lite Trace Layer 2 Enables tracing via Telnet Trace Layer 3 Enables tracing via Telnet Restart Mode Not used Restart Command A debugging tool that provides a way of restarting channels on an ISDN trunk It is a comma separated list of channels to restart 1 15 17 31 or zero to restart the whole trunk interface DPNSS Node Number PRI only The component number given to the Call Server Ty...

Page 338: ...o on the Trunk as u law select this option Disable Clock Source Enable Disable If enabled the trunk will not attempt to obtain its clock timing source from the equipment such as a video conferencing device connected to this port Send Progress NT only Yes No For use in Australia Disables progress tones being sent back to a looped call interfering with the tones for the original call SIP page Compre...

Page 339: ... field gives the ability to disable this in case the SIP provider does not support it Called Party ID disable To be advised Receive on Port Default 5060 Registrar DNS IP Address Address provided by SIP provider Registration User Name User Name provided by SIP provider If this field contains an at sign only the text prior to the symbol will be used in the To and From fields Registration Password Pa...

Page 340: ...all RTP Allow Non Compressed Audio Enable Disable For use with G 729 Compression Type This option will allow A law or u law to be selected by the remote endpoint instead of G 729 NAT Server IP address allocated by the ADSL provider in xxx xxx xxx xxx form NAT Port Port to be used by NAT 1720 NAT Mode Static Use IP address entered above STUN For future use Allow Fast Start Enable Disable Must selec...

Page 341: ... Time Plan to determine when this entry is active Number Match 64 Characters The incoming DDI number to be matched An exact match is required This number will also be the outgoing CLI for the extension number entered in the Translate To field Bearer Capability Set to Voice Data Video or Fax Informational field only Caller ID 64 Characters The number to be matched against incoming CLI Left hand mat...

Page 342: ... the Primary does not succeed Timeout Milliseconds Time allowed to expire before a number is forced to the line A after the number dialled with ignore this Timeout entry Voicemail Ports General Page Name 64 Domain Characters Name of the Voicemail Port Description 128 Characters Text description of this Voicemail Port Product Version Software version of the voicemail application This information wi...

Page 343: ...l account to be displayed in the From field of an email message This will ensure that Microsoft Outlook does not associate the Email Source Address with the email account of the caller leaving the message SMTP Domain Name If required for SMTP server authentication SMTP Username User name for SMTP server authentication SMTP Password Password for SMTP server authentication Auto Attendant Server Enab...

Page 344: ...able Message Call Back Default Disabled Voicemail call back facilities will not be available unless enabled via this field either for Internal numbers only or for Internal External numbers Debug page SMTP IMAP Concurrency IMAP Poll VXML Data Enables tracing via Telnet in the voicemail log Music Channels Name 64 characters This field will indicate when the Music Channel will be used If this Music C...

Page 345: ... The address of the web page to be displayed on a PCS when the Event is activated This can be a web page accessed via the Internet stored on the customer s Intranet or on the maximiser s internal web server User Group The name of the Group GUID to which the Event will be sent Only members of this Group will receive the Event thereby ensuring only the relevant Users are sent the Event Phone Group T...

Page 346: ... wait for the caller to make a choice from the Menu Min Number of Digits to Wait for The number of digits that the Form will wait for the caller to dial before executing an action Menu Items Number Match The digits to be dialled by the caller to activate this Menu Item Can contain numbers 1 9 and A entered in this field will match any number entered Say the following The message to be played when ...

Page 347: ... considered not answered as specified by the Transfer Timeout field This can be text that will be converted to speech or the name of the wav file stored on the internal Web Server Auto Attendant Name 1 character The digit to be dialled by a caller to active the required selection This field can contain numbers 0 9 or The indicates a 3 second wait before the entry in the Telephone Number field is d...

Page 348: ... IP Address range specified in the DHCP Start Address and DHCP End Address fields If another DHCP Server has been detected on the network and the Call Server is rebooted it will keep its previous IP address and disable its own DHCP server Disable DHCP is disabled the Call Server will use the IP address entered in the IP Address field within the General page Client The Call Server will act as the D...

Page 349: ...his Call Server Email Source Address The address that emails will appear to come from Email Source Name The name that goes in front of the email address SMTP Domain Name If required for SMTP server authentication SMTP Username User name for SMTP server authentication SMTP Password Password for SMTP server authentication Email address for Warnings The email address to be sent a message when an entr...

Page 350: ...has been installed IP Routes page This page can be used to create IP routes for destinations where the packets need to route back on to the LAN Intramodule Trunks page Name 64 Domain characters Name of this trunk Compression Type None Calls to be made without using compression G729A8K Use G 729a based compression supported via a Voice Compression Module or Card Relay Relay the media packets allowi...

Page 351: ...or SNMP Locale 3 Characters The locale that controls Caller Display type ring sequences and the language used by voicemail on this particular module If blank then assume System Locale Serial Number The primary MAC address of this module IP Address IP Address of this module in xxx xxx xxx xxx form Product Version Software version running on this module Module Status Member A module that is a part o...

Page 352: ... module IP Address IP Address of this module in xxx xxx xxx xxx form Product Version Software version running on this module Module Status Member A module that is a part of the system Available A module that is waiting for permission to join NonMember Non members are modules that are part of another system but because of the network are visible for this domain This mode prevents them joining the w...

Page 353: ...main This mode prevents them joining the wrong domain Call Server Name of the Call Server to which the module is registered Voice Compression Module Name 64 Domain Characters Name of this module The name must be unique should consist of alphanumerical characters only not contain any punctuation and begin with a letter Description Description of the module Locale 3 Characters The locale that contro...

Page 354: ...odule has been rebooted Default PCS 10 suitable for most analogue handsets Alarm For use with alarm systems DTMF is not sent out but allows the alarm system to send DTMF tones back out Bell USA BT UK BTNoMessages For use with InterQuartz Discovery analogue phones DTMF Europe Fax For use with a fax machine connected to this port provides a strong robust ring tone improving the fax machine s ability...

Page 355: ...t Determines how the analogue port will receive DTMF tones from the line Leave as Auto unless specified by the third party equipment Unlicensed Port Enable Disable This field is used in conjunction with a 5100 Call Server The first eight analogue ports on a 5100 Call Server are activated on installation However ports 9 16 require a POTS licences to enable each port This field will be ticked when t...

Page 356: ...rtner Login Code 1 8 digit code Used to secure ability to run a PCS 60 or PCS 50 as a partner on this port If this port is assigned to or will be log on to by a User configured as a Vision Call Centre Agent and or will be using the Vision Supervisor Console software this entry must match the User s Remote Working Code If this port is assigned to a User configured to utilize the Vision Mobility app...

Page 357: ... between the times entered in the Screen Saver Params field If the handset is used during these times the screen saver will appear immediate after a call has ended Bright always The screen saver will not be used Screen Save Params Enter as Idle Timeout Secs Night Start Time Night End Time DaysOfWeekOff 1 If the Screen Save Mode field is set to Blank on Idle enter the number of seconds that the han...

Page 358: ...st match exactly the name provided with the licence keys Supplier Name to identify the supplier of the system This field must be used when licences are configured and must match exactly the name provided with the licence keys Description 128 Characters Text description of the system Locale 3 Characters As per Windows 2000 locales eg eng for English UK Controls default Caller Display type ring sequ...

Page 359: ...Administrator to view and amend the selected section of the database Add Delete Users Departments Groups etc Allows the Administrator to add a new entry and delete an existing entry within the selected section of the database Company Determines the Company that this Administrator can manage The Administrator will only be able to access the entries within the selected sections of the database that ...

Page 360: ...tension numbers within the configuration on the secondary will be renumbered Also accessed via Manager Assist System Utilities Set Time To set the time used by the system Also accessed via Manager Assist System Utilities Call Status List of calls currently active on the system Also accessed via Manager Assist System Utilities Voicemail Status Lists all voicemail boxes and the number of unplayed an...

Page 361: ...is link will open custom php This feature can be used to create a custom web page to be viewed via Manager for example displaying which Users have DND set The page to be displayed must be name custom php and copied on to the web server prior to selecting this link Setup Total Control For use with Total Control Full instructions will be given on the purchase of this service Area Codes Name 64 chara...

Page 362: ...rmine the operational hours of the link if left blank the link will work 24x7 Dial Usage Quota Not used IP Header Compression IP headers within PPP will be compressed Caller IDs This link will only answer if the call originates from one of the CLIs listed here Trunks Trunks on this module on which outgoing calls will be made Please note Data calls are not routed via Dial Plan entries or LCR Plan e...

Page 363: ...anytime after the link has been established Authentication Method Incoming Authentication is only verified in one direction Outgoing Authentication is only verified in one direction Bothway Authentication is verified in both directions On Demand page Min Call Time Specifies the amount of time the call should connected before closing through inactivity No Session Idle Period Specifies the time peri...

Page 364: ... Descriptions 360 Installation and Maintenance Manual v4 0615 10 Incoming Traffic Keeps Link Up Enable Disable If this field is enabled incoming traffic will be considered when timing the idle period ie the connection will be open and not idle ...

Page 365: ...uto Add Phones 13 Auto Attendant 246 Auto Attendant Server 246 Companies 248 field descriptions 343 record a greeting 247 route Department calls 248 route external calls 248 route internal calls 247 test an auto attendant 247 timed option 247 automatic upgrade 295 back up a system 283 Bandwidth On Demand 269 blacklist a number Contacts 166 broken dial tone 104 106 107 113 220 call barring 109 Dial...

Page 366: ...isplay 146 Companies 179 DDI Plan entry 160 Departments Directory 146 179 Dept Bulk 148 display a directory 157 displaying a web page 156 Distribution Group 149 field descriptions 313 global unique identifier GUID 147 maximum number of calls 158 MessageBox licence 234 multiple changes 148 music on hold 204 Night Service 153 No Answer Time 150 Out of Hours Distribution Group 155 Out of Hours Mode 1...

Page 367: ...ration 32 password 32 upgrade 288 IMAP Unified Messaging 232 importing 273 Area Codes 274 Contacts 275 DDI Plans 277 Dial Plans 276 Modify Users 279 incoming call route 186 incoming CLI Area Codes 202 Contacts 163 DDI Plans 199 INDeX voicemail 230 Initial Configuration Boot Menu 297 Intelligent Gateway Module upgrade 288 Internal Web Server 264 Intramodule Trunk 38 IP Address 5100 Call Server 11 5...

Page 368: ...Hours Mode Departments 153 Out of Office Message 113 160 outgoing call route 186 outgoing CLI DDI Plans 197 Dial Plans 134 Trunks 184 P308 configuration 41 extension numbering 39 install 40 IP address 43 network configuration 43 password 42 upgrade 288 paging Dial Plans 136 paging port 91 paging port voicemail message 233 PAP 268 359 park slots 123 changing park icons buttons on a PCS 125 creating...

Page 369: ...25 default the config 297 Extension Anywhere 128 favourite groups 121 group log in out 143 Home screen logo 58 Home screen logo 98 Initial Configuration Boot Menu 297 install 52 IP address 54 operator console mode 59 password 53 power over ethernet 51 remote BLF 56 remove park icons 126 restricting user configuration 97 screen saver 93 upgrade 292 Wrap Up Time 159 PCS 572 562 changing park buttons...

Page 370: ...number 70 75 remove park icons 126 restricting user configuration 97 upgrade 296 Vision Call Centre 77 Wrap Up Time 159 PCS 60 Operator Console Mode administrator access 19 licencing 20 PCS Operators Console install 80 licensing 20 80 Phone Module analogue extension port 89 configuration 46 extension numbering 39 install 44 IP address 47 licences 20 network configuration 47 password 47 time zone 1...

Page 371: ... troubleshooting 270 admin access 273 back up a system 283 default an IP phone 297 defaulting the database 281 ftp commands 273 Initial Configuration Boot Menu 297 log files 298 power down 282 reboot 281 283 Reset Switch 281 root access 272 root upgrade 287 shut down 281 swapping faulty units 285 Telnet 300 upgrade a module 289 upgrade a PCS 100 294 upgrade a PCS 410 400 293 upgrade a PCS 50 296 u...

Page 372: ...ression Card install 39 Voice Compression Module configuration 37 install 36 Intramodule Trunk 38 IP address 38 licensing 21 Unassigned Modules 37 upgrade 289 Voice Processing application 210 licensing 21 voicemail 210 Access Code 244 access Department voicemail 238 access User voicemail notification 226 access voicemail externally 245 announcements 243 Assistant Telephone Number 219 237 Auto Atte...

Page 373: ...g Server 256 VoicemailPort licence 211 VoicemailPort licence 21 211 volume level analogue port 49 VXML Scripts 249 default Menu Item 252 field descriptions 341 licensing 250 multi layer auto attendant 252 out of hours 255 route external calls 255 route internal calls 255 route on busy or no answer 254 test an auto attendant 255 variable 253 wild card 253 WAN Links creating a WAN Link 267 field des...

Page 374: ...SpliceCom The right choice for voice The Hall Business Centre Berry Lane Chorleywood Herts WD3 5EX tel 01923 287700 fax 01923 287722 email info splicecom com website www splicecom com ...

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