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Splicecom Maximiser, Installation And Reference Manual

The Splicecom Maximiser User Manual is a comprehensive guide that enables users to fully utilize the product's features. Easily accessible, it is available for free download from our website, offering a step-by-step manual to help you optimize the Splicecom Maximiser's capabilities.

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Installation and Reference Manual

 

 

 

 

 

Working with Voicemail 

220 

 

Installation and Reference Manual v3.2/0410/6 

 

Using Announcements 

While callers are waiting for their call to be answered 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 follows: 
 

1

 

In Manager select Departments 

2

 

From the Departments list select the Department required. 

3

 

Select the Telephony page 

4

 

In the Max Ring Time before Announcements field enter the number of seconds required before 
the first announcement is played 

5

 

In the Repeat Announcement field enter the number of seconds required before the second 
announcement is played.  This will also specify the interval before the second announcement is 
played again. 

6

 

Select Update or Apply when ready. 

 

 

 
Please note: 

•

 

The relevant Voicemail Port must be configured to support this facility, this is done by ticking Queue 
Message Server. 

•

 

Calls will pass to voicemail after the time entered in the Max No Answer Time before Voicemail field.  
Please refer to page 211 for further details. 

•

 

If the Max Number of Active Calls before Busy entry has been exceeded the caller will be given busy. 

•

 

The caller will just hear ringing if this facility is not used 

•

 

Music on hold will only be played between announcements to external callers. 

 

Recording Announcements 

 
Two announcements can be played to a caller and the default announcements will be used unless re-
recorded as follows: 
 

1

 

Access the Department’s voicemail 

2

 

Press * 

3

 

Press 5 to re-record the first announcement 
or 
Press 6 to re-record the second announcement 

4

 

“Speak announcement after the tone then press hash or remain silent” 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 

Summary of Contents for Maximiser

Page 1: ...Installation Reference Manual Version 3 2 April 2010 ...

Page 2: ...ation and Reference Manual Document No 001 Version No V3 2 0410 6 Copyright SpliceCom Ltd SpliceCom Ltd The Hall Business Centre Berry Lane Chorleywood Herts WD3 5EX Tel 01923 287700 Website www splicecom com ...

Page 3: ...necting a Module 39 Connecting an Analogue Phone 48 Connecting a PCS IP Phone 51 Installing PCS Software 58 Connecting Multiple Call Servers 72 Configuring PBX functionality 77 Configuring an Analogue Extension Port 77 Configuring an IP Phone 79 Working with Users 80 Working with Dial Plans 114 Working with Groups 122 Routing calls via a Department 128 Setting up the Contacts Database 141 Using a ...

Page 4: ...ing up IP Routes 248 Setting up PPP 248 Setting up Bandwidth on Demand BOD 249 Maintenance Troubleshooting 250 Utilities 250 PHP Utility Pages 251 System Access 251 Reset Switch 253 Powering down a Call Server 255 Rebooting a module 255 Backing up the Database 255 Upgrading the System 258 Initial Configuration Boot Menu 267 Accessing the log files 268 Using Setnet 269 Using Telnet 270 Field Descri...

Page 5: ...1 PCS 580G Technical Details 332 PCS 570G Technical Details 332 PCS 570 560 Technical Details 333 PCS 410 Technical Details 334 PCS 400 Technical Details 335 PCS 100 Technical Details 336 PCS 520 Technical Details 337 PCS 10 Technical Details 337 PCS 5 Technical Details 338 Safety Caution 338 PCS 505 Technical Details 339 Voice Compression Card Technical Details 339 Music on Hold Adapter Technical...

Page 6: ......

Page 7: ...the business as the need for communication scales and becomes ever more demanding Embracing open standards wherever they exist maximiser utilises a Linux operating system and IP communications as its core This allows it to be deployed as a simple PBX with sophisticated yet easy to use call handling facilities Alternatively maximiser can be used to deliver voice as just another application albeit a...

Page 8: ...Ethernet ports integral QoS LAN switch auto sensing for MDI MDIX connectivity and 802 3af Power over Ethernet supported 16 x standard analogue POTS ports with support for DTMF analogue handsets PCS 510 505 10 5 fax machines and modems plus Caller Display support 8 ports enabled by licences IP Router H 323 Gatekeeper H 323 Gateway Hard disk storage for software LDAP database supporting 10 000 confi...

Page 9: ...f a larger network This module provides PBX Dual BRI 4 channels NT ports 1 port enabled by licence 4 x standard analogue POTS ports with support for DTMF analogue handsets PCS 5 10 fax machines and modems plus Caller Display support IP Router 1 x LAN Link port 10 100 Mbps Full Duplex Ethernet port for connectivity to existing LAN or dedicated LAN switch 4 x 10 100 Mbps Ethernet ports integral QoS ...

Page 10: ... and feature licenses 48 volts PSU so can purchase commercial UPS 2 x Relay inputs for eg burglars alarms 2 x External relays Supports H 450 2 Call Transfer H 450 4 Hold H 450 5 Park and H 450 7 Message Waiting SIP Proxy Server support Supports SIP and H 323 trunk services Supports NAT Traversal LAN PWR port to provide Power over Ethernet PoE for the PCS 400 100 Native mode G 711 64K with echo can...

Page 11: ...d either for the smaller business or the small remote office as part of a larger network PBX 2 x BRI 4 channels NT ports Optional additional 2 x BRI 4 channels NT ports Optional PRI 15 channels NT DPNSS port 8 x POTS ports IP Router 1 port QoS 10 100 Base T switch IP WAN port V 11 megastream 2 Mb for connection to a Call Server only H 323 Gatekeeper H 323 Gateway Hard disk storage for software 10 ...

Page 12: ...channels enabled via a licence giving a maximum of 32 compression channels per module maximiser Handsets PCS 580G This IP phone provides Standard telephony functionality Graphical colour touch screen LCD interface Context Sensitive Screen Ability to display real time video and graphical information during call Power 802 3af Power over Ethernet 2 Port 10 100 1000 Mbps FDX LAN switch supporting auto...

Page 13: ...rectories of Users Departments and Contacts Can be wall mounted Can be partnered with PCS 60 or PCS 50 PCS 570G This IP phone provides the same functionality as the PCS 570 except it has a Gigabit interface providing a 2 Port 10 100 1000 Mbps FDX LAN switch PCS 560 This IP phone provides Standard 12 button telephony functionality Full colour backlit graphics display 240 x 320 with auto dimming con...

Page 14: ...DAP system database for viewing and annotating customer records and notes Integral web browser Can be wall mounted Can be partnered with PCS 60 or PCS 50 PCS 400 This IP Phone provides Standard telephony functionality Graphical touch screen LCD interface Ability to display real time video and graphical information during call Context Sensitive Screen Power over Ethernet support can be powered via ...

Page 15: ... dialling users departments contacts and favourites 2 Port QOS switch single cable to desk Can be wall mounted Enhanced volume and speech quality of incoming calls with Automatic Gain Control AGC Can be partnered with PCS 60 or PCS 50 PCS 520 The PCS 520 is an analogue handset providing the following features Standard 12 button telephone keypad 3 line LCD display with contrast settings Display of ...

Page 16: ...5 is an analogue handset providing the following features Standard 12 button keypad Visual call indicator Message Waiting Lamp Headset socket Hold Recall key Last number Redial key Microphone Mute key Headset key System Feature Guide Voicemail management keys Can be partnered with the PCS 60 or PCS 50 PCS 5 The PCS 5 is an analogue handset providing the following features Standard 12 button keypad...

Page 17: ...not run at 1G Voice Compression Card maximiser supports G 711 encoding with echo suppression as standard for transporting voice Where compressed voice is a requirement G 729a between Call Servers is supported through optional internal Voice Compression Cards one fitted at each end This feature will support up to 8 channels Please refer to page 326 for further technical data on these products maxim...

Page 18: ... single full screen page for operators and receptionist Like the PCS 50 from which it is derived it can be run as an IP soft phone or as a Partner to PCS 580 570 560 410 400 PCS 100 PCS 10 PCS 5 or existing analogue phones Windows and Mac OS X versions are available Please refer to the PCS Operator Console section from page 71 for further details Manager This is a web based application that is use...

Page 19: ...acility A Voice Processing Port licence is required for each additional simultaneous connection Please refer to the Working with Voicemail section from page 187 for further details Enhanced Speech Processing ESP Enhanced Speech Processing is SpliceCom s advanced multi layer auto attendant and Interactive Voice Response IVR system for maximiser Licensed on a per port basis ESP utilises standards ba...

Page 20: ... with maximiser Utilising the latest AJAX and Web 2 0 technologies Vision has been designed to deliver business critical information in an easy to understand manner wherever and whenever it s needed Vision offers four services Reports historical Recording capture Live real time Mobility freedom For full details on how employ this application suite with your maximiser system please refer to the Vis...

Page 21: ... for Voice over IP is supported This means that the Call Server acts as the H 323 Gateway A gateway is responsible for translating one transmission type into another so in the case of the Call Server for example it will translate calls received via ISDN so they can travel over an IP network and vice a versa The Trunk Module will also provide this functionality The Call Server also acts as the H 32...

Page 22: ...master database for the entire system This Call Server is responsible for replicating this database to other Secondary Call Servers Secondary Mode Secondary Mode indicates that this Call Server will receive a replica of the database from the Primary Call Server Any local changes are passed back to the Primary for distribution to all other Secondary Call Servers In all of the above cases non admini...

Page 23: ... assuming no other traffic Where non QoS Quality of Service Switches are deployed then it is recommended that Voice be separated from normal LAN traffic each Call Server and Trunk module contains a QoS Switch to allow such segregation In normal circumstances simple telephony it is recommended that the Ethernet cabling be treated as a new generation of flexible voice cabling and independently conne...

Page 24: ... capabilities that can be used to identify groups of users A distribution group can contain just one user a thousand users or no users Alternatively it may have a capability requirement to automatically select users with a particular skill eg French 80 Groups may contain other groups to form super groups Please refer to the Working with Groups section from page 122 for further details Contacts The...

Page 25: ...rs based upon the number dialled and time of day It can also be used to control the geographic exit point from the network eg all calls to London numbers would exit via a London trunk module but calls to Edinburgh would exit via the Edinburgh trunk module If a trunk should be busy or fail then alternate translations and trunks would be used Please refer to the Working with LCR Plans section from p...

Page 26: ...tting such a System Name required for licence activation and the system Locale Please refer to the Configuring System Details section from page 26 for further details Licences Licences allow the use of a specific facility on the system or increase the specification of the system Each licence purchased is exclusive to one system and one function Please refer to the Installing Licences section from ...

Page 27: ... functionality will be enabled If the Call Server is connected to a network during power up and finds a DHCP Server its internal DHCP facility will be disabled 5 This Call Server will become the Primary Call Server 6 The SpliceCom LED will become solid when the unit is ready Please note If a Call Server is connected to a network during power up and it detects that another Call Server exists on the...

Page 28: ... LED 4100 Call Server Front and Rear view Integral LAN Switch with 8 x 10 100 Mbps Ethernet ports LED status lights SpliceCom LED Power socket Power socket for Power over Ethernet PSU 10 100 Mbps Ethernet LAN port for future use 4 ISDN BRI 1 ISDN PRI Input Triggers Relay sockets IP WAN Interface Integral LAN Switch with 4 x 10 100 Mbps Ethernet ports LED status lights 4 x analogue Phone ports Powe...

Page 29: ...other system Please refer to page 159 for further information The system operates in native mode at G 711 64k with echo cancellation If the maximiser system is connected to the company LAN and that LAN is used to carry voice then that LAN must provide Quality of Service via LAN switches The 5100 and 5108 Call Server and the 4140 Remote Call Server provide 16 4 8 analogue extension ports respective...

Page 30: ...fari v3 2 or higher that can connect to the maximiser system Running Manager 1 Your PC must have a IP connection to the Call Server 2 Via a web browser open http ip address of Call Server manager eg http 192 168 0 1 manager 3 To view the system s configuration administration access is required By default full access is available by logging in when requested as follows User Name Manager Password ma...

Page 31: ...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 The new entry will appear at the bottom of the list and will be called for example newDepartment newUser newLicence etc Select this entry to configure the new item Configure an entry To open view and edit an entry click on the blue link To s...

Page 32: ...se refer to the Installing Licences section from page 35 1 In Manager click on System 2 The System Details form will be displayed 3 Enter a name for your system in the System Name field Do not use punctuation in this field This field is useful to identify the system for troubleshooting purposes If you have purchased licences enter your given System Name This information will appear on the right ha...

Page 33: ...rd party call logging applications can be obtained from the system via Telnet to port 4001 Please refer to the Call Logging Format document available from Marketing for details on the description of each field Changing the Call Logging Password The Call Logging Password is configurable within Manager and can be used to protect access to the call logging data 1 In Manager select System 2 In the Cal...

Page 34: ...er information on using the Module Status field please refer to Connecting Mulitple Call Servers on page 72 Setting the IP Address of the Call Server By default a 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...

Page 35: ...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 1or it s previously configured IP Address and disable its own DHCP Server which means it will no longer give out IP addresses If the DHCP Server mode is re enabled h...

Page 36: ...vers are being used on one system the above time will be the time used by the Call Server whose Manager is being viewed Each Call Server can have a different date and time This information will be sent and updated on all handsets registered to the specific Call Server A Time Zone can be set when the time displayed in for example call logging information needs to be identified with its Time Zone Th...

Page 37: ... administrator can be created as follows Creating a new Administrator 1 In Manager select Administrators 2 The Administrator List will be displayed 3 Select the Add button 4 Enter the name required for the new Administrator 5 Enter a description if required to further identify this Administrator 6 Enter the password to be used by this Administrator 7 Tick Show Enabled This will enable the use of t...

Page 38: ... the Add Right button A new entry will be displayed providing full rights to the database dependent on the options selected above 14 Select Update when ready Authorising the Administrator 15 From the Administrator List select Manager 16 Within the Authorised Access section select the Add Access button 17 Select the Administrator field 18 From the Select Administrator list select the administrator ...

Page 39: ...or PCS 60 Operator Console Mode When a User is using PCS 60 in Operator Console Mode the operator can also be given the ability to change a User s DND and Forwarding settings via their Favourites To enable this facility the operator will require an Administrator name and password 1 Follow steps 1 to 7 above to create an new Administrator 2 Select the Show Users option This is the minimum option re...

Page 40: ... will be listed in the configuration and a User automatically created If turned off each Phone Module and IP Phone must be manually registered on the system Turn On Off Auto Add Phones 1 In Manager select Modules 2 Select the Call Server 3 Select the Call Server page 4 In the Auto Add Phones check box tick to turn on or untick to turn off this feature Manually register a Phone Module during instal...

Page 41: ...e the relevant facility Each User created on the system requires a licence There are two types of User licences either an IPUser licence or an IPVirtualUser licence An IPUser licence will be required to create a User who will be assigned to a physical telephone By default the maximiser system is supplied with one IPUser licence which can be used for testing purposes When a Call Server or Phone Mod...

Page 42: ...Server up to eight licences Remote Call Server up to four licences or a standalone Linux server up to sixty licences ESP is a VoiceXML based application and supports Text to Speech The 5100 Call Server is provided with four BRI ports making 8 ISDN channels available 4 channels are enabled on installation however to enable an additional channel a Trunk licence is required A Trunk licence is also re...

Page 43: ...er Full instructions will be given on the purchase of this service OperatorConsole Enables the use of the PCS Operators Console application or PCS 580 570 560 60 Operator Console mode One licence per User POTS Enables the use of an analogue extension port on the 5100 Call Server One per port TotalControl For use with the Total Control service Full instructions will be given on the purchase of this...

Page 44: ...ed correctly and not authenticated error messages will appear in the Warnings screen which can be accessed as follows 1 In Manager click on 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 licences can be downloaded ...

Page 45: ...d 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 If the Auto Add Phones feature is turned on the Phone Module will automatically register with the system If the Auto Add Phones feature is turned off the Phone Module must be manually registered as follow...

Page 46: ...w 5315 30 Rear View 4300 Front and Rear View Power Socket PCMCIA Card Slot 15 or 30 analogue Phone Sockets LAN port 30 analogue Phone Sockets Integral LAN Switch with 4 x 10 100 Mbps Ethernet ports LAN Link USB Socket 15 analogue Phone Sockets LAN Link USB Socket Integral LAN Switch with 4 x 10 100 Mbps Ethernet ports Power socket ...

Page 47: ... assigned to that phone if voicemail enabled Configuring a Phone Module 1 In Manager select Modules 2 The Phone Module will be displayed together with its MAC address 3 Select this link to view and configure this module 4 For example you may wish to edit the Name and Description of this module to give an identity and location for future reference 5 Select Update or Apply when ready The Call Server...

Page 48: ...m each port on the Phone Module eg Port01 Port02 etc will be automatically assigned to a User eg Extn2017 Extn2018 etc and given an extension number eg 2017 2018 etc Extension numbering starts with the next available number therefore if for example the existing extension number range on a system is 2001 2016 and a 5130 Phone Module is installed the Users automatically created will be given an exte...

Page 49: ... 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 provide software to the Phone 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 Telne...

Page 50: ...Modules 2 The Trunk Module SpliceGateway will be displayed together with its MAC address 3 Select this link to view and configure this module 4 For example you may wish to edit the Name and Description of this module to give an identity and location for future reference 5 Select Update or Apply when ready The Call Server field indicates to which Call Server the Trunk Module is registered The Call ...

Page 51: ...ed to provide a higher density of calls between Call Servers over low speed WAN links Additional channels of voice compression can be enabled via a licence giving a maximum of 32 compression channels per module please refer to the Licensing section on page 35 for further information By using a standard LAN for interconnectivity between the Voice Compression Module and its associated Call Server th...

Page 52: ...rn the VCM will store in RAM configuration information relevant to its functionality The Flash LED button will instruct the VCM s SpliceCom LED to flash This feature is useful when multiple VCMs are being used on a system and will identify the physical VCM from its corresponding configuration form The Product Version field will display which version of software is currently running on the VCM For ...

Page 53: ...t Apply when ready 9 Select the Add Intra Module Member button and the list of Modules will appear 10 Select the Call Server at the other end 11 Repeat steps 11 to 12 until all the required Call Servers that have a VCM connected or containing a Voice Compression Card have been entered 12 Select Update or Apply when ready If calls are to be made to a Call Server that does not contain a Voice Compre...

Page 54: ...s section from page 80 To change the extension number range automatically used when a 5100 Call Server 4140 Remote Call Server or Phone Module registers with a system eg to 6001 6030 the following steps can be taken 1 Before the Call Server Phone Module is connected to the system create a new User with an extension number one before the start of the range required eg 6000 2 Connect the Call Server...

Page 55: ...d in the User field eg Extn2009 5 The User configuration form will be displayed 6 Remove the tick from the Ex Directory field unless required 7 Select Apply 8 Select the Licences page 9 Remove the tick from the Disable lack of licence field 10 Select Update or Apply when ready For further information on User configuration please refer to the Working with Users section from page 80 Increasing the v...

Page 56: ...e The Default Caller Display Type for an analogue port will be suitable for use with the PCS 520 however to ensure that CLI information is displayed correctly and to allow the handset is to support Paging and Auto Answer the System Phone Caller Display Type should be used For details on how to configure an Analogue Extension port please refer to page 77 Default Dial Plan entries The PCS 520 is sup...

Page 57: ...a Dial Plan containing these entries For details on working with Dial Plans please refer to page 114 and within this section details on using the default dial plan entries from page 121 Connecting a PCS IP Phone Power over Ethernet considerations Power to the PCS 580G PCS 570G 570 PCS 560 PCS 410 400 and PCS 100 is provided by Power over Ethernet PoE This can be supplied by a third party PoE switc...

Page 58: ...AN port on the Call Server or 5300 Phone Module 2 The PCS 560 570 580 is a DHCP client and must obtain its IP address from a DHCP server 3 An IPUser licence is required and must be installed before registration See page 35 for further information 4 If the Auto Add Phones feature is turned on the Call Server will automatically register the PCS Please refer to page 34 for further details If the Auto...

Page 59: ...ght hand side and then select Phone Information The IP address will be displayed at the top of the screen To determine the IP address of the PCS 580 press the Settings icon five times The IP address will be displayed at the top of the Phone Information screen A list of the IP addresses for each PCS 570 560 580 can be viewed in Manager by selecting Utilities and then IP Addresses Setting the IP Add...

Page 60: ...g with Telnet please refer to page 270 Setnet can be used to set the Time Zone to be used by a specific IP phone Connect to the Call Server remotely If the PCS 580 570 560 is to be installed at a remote location eg via a VPN connection the phone should be configured with the IP address of the Call Server it is to connect to as follows 1 Follow steps 1 7 as described above to telnet on to the phone...

Page 61: ...Mode or b PCS Partner only this option can be used when a PCS 60 is partnering a PCS 5xx IP phone 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...

Page 62: ...rtment Each IP Phone connected can be configured independently see page 79 for further details Please note that a PCS 410 400 has no storage capabilities and therefore any downloads performed by the User will not be stored 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 usin...

Page 63: ...r a Username enter diag 3 You will be prompted for the password for this IP phone By default this is 7388 Please refer to the Setting the Password section from page 56 for further details 4 Wait for a to appear to confirm a connection has been made to the PCS 5 Enter setnet 6 The current configuration will be displayed You will be asked if you wish to change any of this configuration 7 Enter y 8 Y...

Page 64: ...er eg gk 192 168 0 1 blf The Call Server will then multicast this BLF information to all PCSs on the system If there are more than one remote IP Phone connected 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 t...

Page 65: ...ion to a Call Server 2 An IPUser licence must be previously installed and be available For further details please refer to page 35 Running the PCS 60 1 Run the PCS60 exe file either from the Installation folder eg C Program Files SpliceCom PCS60 or create a short cut to this file in the required location and double click on the short cut 2 The PCS 60 application will open 3 The Searching for Serve...

Page 66: ... the bottom left hand corner of the PCS 60 The User s Initial Phone field displays the PCS 60 that the User is assigned to identified by the hardware address of the PC Connect to the Call Server remotely If the PCS 60 is to be run remotely over a different subnet a VPN for example the application must be configured with the IP address of the gatekeeper in other words the Call Server before the reg...

Page 67: ...s handset The PCS 60 can be run as partner to any PCS or analogue handset being used on the maximiser system PCS 520 505 10 5 alternative analogue handset PCS 100 PCS 410 400 PCS 560 PCS 570 and PCS 580 giving the user the additional functionality provided by the PCS 60 Before starting In order for the PCS 60 to partner a telephone the PCS 60 must connect to the port that the analogue handset is p...

Page 68: ... port01 4 You will be taken to the port assigned to this User 5 In the Partner Login Code field enter a 1 8 digit access code eg 1234 6 Select Update or Apply when ready Run the PCS 60 as a partner 1 Run the PCS60 exe file either from the Installation folder eg C Program Files SpliceCom PCS60 or create a short cut to this file in the required location and double click on the short cut Please note ...

Page 69: ...age 63 Please note that any entry made in the short cut s Properties will override entries in Preferences 1 Create a short cut to PCS60 exe 2 Open the Properties of the short cut and in the Target field add the following pots ip address of Phone module port no partner login code or pots ip address of Call Server port no partner login code or pots ip address of PCS 580 570 560 410 400 100 5001 part...

Page 70: ... if required 6 Select Continue when ready 7 At the Standard Install screen select Install If you wish at this point to change the Install Location select Change Install Location 8 You will be prompted for your PC log in password enter this in the Password field 9 The software will be installed 10 At the Installation Completed screen select Close PCS 60 as an IP Soft Phone on an Apple Mac PC The PC...

Page 71: ...e PC will identify the PCS 60 to be connected Click on the entry required If the PCS 60 is not listed check the installation of the IPUser licence as detailed from page 35 c From the Status list box select Member d Select Update when ready e The PCS 60 will now appear under Phones identified by the hardware address of the PC 6 The Security Access Denial message will be displayed while an IPUser li...

Page 72: ...um PCS 60 on an Apple Mac PC as a partner to a User s handset The PCS 60 can be run as partner to any PCS or analogue handset being used on the maximiser system PCS 520 505 10 5 alternative analogue handset PCS 100 PCS 410 400 PCS 560 PCS 570 and PCS 580 giving the user the additional functionality provided by the PCS 60 Before starting In order for the PCS 60 to partner a telephone the PCS 60 mus...

Page 73: ... Select the User who wishes to use the PCS 60 as a partner to their handset 3 Click on the entry within the Initial Phone field eg Phone Module 1 port01 4 You will be taken to the port assigned to this User 5 In the Partner Login Code field enter a 1 8 digit access code eg 1234 6 Select Update or Apply when ready Run the PCS 60 as a partner 1 Run the PCS60 software either from Applications or crea...

Page 74: ...d settings in the Preferences form of each copy of the PCS 60 software The Preference settings are saved with each copy of the software Operator Console Mode When a PCS 60 is being used by a receptionist or switchboard operator the Operator Console Mode can be enabled to provide the operator with additional data to assist with the efficient handling of calls The additional data is displayed within...

Page 75: ...onality as available on the PCS 410 400 This application can run as an IP soft phone or be programmed to partner a User s handset from their PC The PCS 50 application can be installed on a Windows PC or Mac OS X Please refer to the PCS 400 410 and 50 User Manual for detailed descriptions of how to use this software Installing the PCS 50 software on a Windows PC 1 Run the PCS 50 set up file called ...

Page 76: ...er any PCS or analogue handset being used on the maximiser system PCS 520 505 10 5 alternative analogue handset PCS 100 PCS 410 400 and PCS 580 570 560 giving the user the additional functionality provided by the PCS 50 The PCS 50 software uses the same method as the PCS 60 to partner an analogue handset as described from page 61 Please note that the PCS 50 software is stored as PCS exe in the Ins...

Page 77: ... method as the PCS 60 to partner a User s handset as detailed from page 66 PCS Operators Console The PCS Operators Console application provides the most frequently used features and facilities of the PCS 50 on a single page full screen display This application has been specifically developed for Operators Receptionists and can run as an IP soft phone or be programmed to partner a User s handset fr...

Page 78: ...e 28 Linking two Call Servers across a LAN 1 Ensure you are running the same version of software at both ends 2 On the Primary Call Server a In Manager select Modules and select the Call Server from the list b You may wish to give the Call Server a unique name to help identify this Call Server eg Primary Call Server c Select the Call Server page and note the Administration Mode field is set to Pri...

Page 79: ... Call Server from the list f You may wish to give the Call Server a unique name to help identify this Call Server eg Primary Call Server g Select the Call Server page and note the Administration Mode field is set to Primary 3 On the Secondary Call Server a Power up the Secondary Call Server b This Call Server must be on different network to Primary Call Server Therefore if necessary change the IP ...

Page 80: ...le to the Secondary Call Server A Phone or Trunk module can be connected to the Secondary Call Server as described on page 39 and page 43 The Call Server field within the Phone or Trunk Module s configuration form will display the name of the Call Server that the module it is connected to ie the name of the Secondary Call Server When connecting a Phone Module to a Secondary Call Server the additio...

Page 81: ... Modules IP Phones etc that are directly connected to this Call Server Any configuration information received from these Phone Modules Trunk Modules or IP Phones etc will be passed back to the Primary Call Server by the Secondary Call Server for storage in the master database If the Primary Call Server fails all Secondary Call Servers will continue to operate and devices that were registered to th...

Page 82: ...across multiple Call Servers from Manager select Utilities and then User Status This facility will display which Users are registered to which Call Server All instructions are detailed within this page System Time Each Call Server within one system can have a different date time and Time Zone Please refer to page 30 for further information ...

Page 83: ...n 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 which ports have been assigned to which Users select Utilities and then Sorted Lists This feature will also highlight a record where a port has been assigned to more than one User in error The following opt...

Page 84: ...row Support The destination uses the first word of eg the User name and remaining characters are used for the Caller s information Offhook Working Tick this box if a headset is used in conjunction with the phone connected to this port This feature allows the use of a headset without picking up the receiver Page Port This field is used to determine the functionality of this analogue port Select one...

Page 85: ...Call Plan Configuring an IP Phone 1 In Manager select Phones 2 Select the module that the PCS 60 IP Phone PCS 50 IP Phone PCS 100 400 410 560 570 580 or IP phone is connected to eg Call Server 3 The MAC Address of the unit will identify the specific phone or PC 4 Select this entry if configuration is required You may wish to change the Name and or the Description to assist with identifying the pho...

Page 86: ...Saver Params field Blank at Night The Screen Saver will appear between the times entered in the Screen Saver Params field Bright always The screen saver will not be used 2 In the Screen Save Params field enter the parameters required as Idle Timeout Secs Night Start Time Night End Time eg 900 0 0 or 0 1730 0800 as follows a If the Screen Save Mode field is set to Blank on Idle enter the number of ...

Page 87: ... but does not need to be assigned to a physical phone 1 In Manager select Users 2 Select the Add button 3 In the Number of Users to Create field enter the number of Users you wish to create 4 In the Starting Number field enter the extension number you wish to give the first User and any remaining Users will be given the next number within the range For example if you wish to create 10 Users with a...

Page 88: ... Manager and via the Users directory accessed on the PCS 580 570 560 410 400 60 50 eg Personnel Director Security Reception etc The Telephone Number field determines the internal number of the User s telephone The Initial Phone field indicates the physical analogue port or IP phone that is assigned to this User Leave this field blank if the User is to log on to an available phone please refer to t...

Page 89: ... manual call recording The HotelRoom option is for future use However if selected this will be the same as selecting Locked The User Display Pref field determines the size of font to be displayed on the User s PCS 410 400 if applicable The Contact Mode field determines the editing rights to a Contact entry via their PCS For further information on Contacts please refer to page 141 The Edit Mode fie...

Page 90: ... The extension numbers for the selected Users will be changed for example 2001 will become 6001 and the next extension will become 6002 and so on 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 Bul...

Page 91: ... 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 184 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 the path to the web page to be displayed e...

Page 92: ... 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 93: ...able 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 the Follow Me ...

Page 94: ...artment precede the extension number with a colon eg 8000 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 If the Follow Me To number also has Follow Me set the call will be forwarded on If the Follow Me To number is not answered within the original User s No Answer Time the call will be routed to the o...

Page 95: ...lls to the User s extension number and DDI will be passed to the Forward On Busy To number External calls will be passed to voicemail if enabled or will receive the busy tone c External external calls to the User s extension number and DDI will be passed to the Forward On Busy To number Internal calls will be passed to voicemail if enabled or will receive the busy tone 5 In the Forward on Busy To ...

Page 96: ...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 to the Forward ...

Page 97: ...ken dial tone on the User s handset may indicate that Forwarding has been set Turn off Forward on No Answer 1 In Manager select Users 2 Select the User you wish to configure 3 Select the Telephony page 4 From the Forward 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 The above Forwarding features can ...

Page 98: ...e PCS 60 or PCS 50 If the User is not using a 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 PCS 60 50 or 410 400 please refer to the relevant User manual for further details or via a Dial Plan entry similar to the follow...

Page 99: ...e 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 35 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 which...

Page 100: ...tic logged off By default this is set to 0 meaning that the User will not be automatically logged off and will need to manually log off 13 Select Update or Apply when ready The User s Login 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 followi...

Page 101: ...g the PCS 60 or PCS 50 as a partner when hot desking Where multiple phones are to be used for hot desking the PCS 60 50 can be configured to partner which ever handset the hot desking User logs on to This is useful for example for members of staff who when they come into the office bring in their laptops and want their PCS 60 or PCS 50 to partner the handset that is available to them Please note t...

Page 102: ...ther information please refer to the Installing Licences section from page 35 1 In Manager select Users 2 Select the Add button 3 In the Number of Users to Create field enter 1 4 In the Starting Number field enter the extension number you wish to give 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...

Page 103: ...partial match numbers using s which means for example that a DDI range 01923287 or area code 01923 could be matched and the call presented to the extension even though Do Not Disturb is set A broken dial tone on the User s handset may indicate that Do Not Disturb has been set Users can also set this feature via their PCS 580 570 560 410 400 100 60 50 or via a Dial Plan entry Using an Out of Office...

Page 104: ... select In Office from the Out of Office list box The text in the Out of Office Message field can remain 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 requir...

Page 105: ...his Group can be assigned to a Department and calls from French customers 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 automati...

Page 106: ...ernal or External Call 1 In Manager select Users 2 Select the User required 3 Select the Tunes page 4 Select Add Ring Tune 5 Delete the entry within the Telephone Number field 6 From the Ring Type list box select either a Internal all calls received from an internal extension b External all calls received from an external number 7 From the Ring Tune list box select the Ring Tune required 8 Select ...

Page 107: ...w to set up ring tunes for these phones Specify a Ring Tune for calls from a specific number Calls from a specific external number or internal extension number can be identified by specifying a ring tune for these calls as follows 1 In Manager select Users 2 Select the User required 3 Select the Tunes page 4 Select Add Ring Tune 5 In the Telephone Number field enter the incoming number to be match...

Page 108: ... example voicemail call back The default ring tune used can be changed as follows 1 In Manager select Users 2 Select the User required 3 Select the Tunes page 4 Select Add Ring Tune 5 Delete the entry in the Telephone Number field 6 From the Ring Type list box select System 7 From the Ring Tune list box select the ring tune required 8 Select Update or Apply when ready Working with User Speed Dials...

Page 109: ...er on that extension such as the MD of the company does not want his her calls picked up the hash can added to the beginning of the Telephone Number field Please note that users of a PCS 580 570 560 will not see this in their Settings Creating a Speed Dial for multiple Users When the same Speed Dial is required to be entered for multiple Users this can be done using the Users Speed Dials feature a...

Page 110: ... 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 This feature can be configured for users of a PCS 580 PCS 570 PCS 560 and PCS 60 Creating a Speed Dial Group 1 In Manager select Users 2 Select the User required 3 Select the Speed Dials page 4 Select Add Speed Dial ...

Page 111: ...displayed add a comma and then the order number required eg GH 2 3 To determine where in the list a Speed Dial assigned to a Favourite Group will be displayed add a comma and then the order number required eg G 2 3 Where two or more Speed Dials or Favourite Groups are given the same order number these will be displayed in alphabetical order A Speed Dial or Favourite Group not given an order number...

Page 112: ...vourite Group Exhibition will be displayed in the Favourites screen and can be selected by pressing the Context Sensitive Key beside this entry The Speed Dials assigned to this Group will then be displayed Please refer to the PCS 100 User manual for further details This diagram displays an example configuration for a User of a PCS 100 Using the Park facility The Park facility on a maximiser system...

Page 113: ...d picked up via a Dial Plan entry An analogue extension without the use of the PCS 60 or PCS 50 can use a Dial Plan entry to utilize this facility Please see below for further details The Park Timeout in other words the amount of time a call will be parked before it is represented to the User is set by default to 5 minutes This time can be changed using the Companies feature as each Company can be...

Page 114: ...nd 4 via an icon button please refer to the relevant User manual for instructions on how to use these park icons buttons However a User may wish to have access via one of these icons buttons to a private park slot that is not used by other colleagues For example a receptionist may prefer to a park call while she deals with another call without the risk of another user picking up the call a Sales t...

Page 115: ...the risk of another user picking up the call by mistake A Sales team for example may wish to have a private park slot for their use only so that they can transfer calls between themselves without the risk of another user picking up the call Users of a PCS 580 or PCS 60 can create these Park icons themselves via Settings alternatively they can be configured in Manager as follows For users of a PCS ...

Page 116: ...removed from the User s Favourites screen Using Account Codes Account Codes can be used to identify external calls made for a specific project or client For example a code of 1234 can be used to identify an external call made in relation to the new office project being managed by the Office Administrator This code will be displayed with the Call Logging output please refer to page 27 for further i...

Page 117: ...re that the User is working from home the User will not incur any call charges and the User will be able to handle the call as if they were in the office eg transfer calls The maximiser will send CLI information with all calls so that if the User is able to receive CLI at home or on their mobile this service is arranged through the User s telephone company the User will be able to differentiate be...

Page 118: ...ll be handled in the usual manner eg routed to voicemail if configured To enable a User to make calls from for example their home telephone number and not incur call charges outgoing calls must be made via a PCS 60 50 set up as a partner to the User s phone or analogue port please refer to the PCS 60 section from page 58 for further details The PCS 60 50 must be running on a PC with a VPN connecti...

Page 119: ...rt and therefore the Remote PSTN feature will be enabled Setting Remote PSTN via a PCS 580 PCS 570 PCS 560 or PCS 60 Users of a PCS 580 570 560 and 60 can activate the Remote PSTN feature via their phones Firstly the User must be given permission to use this facility as follows You will need the Partner Login Code used by the User s phone 1 In Manager select Users 2 Select the User required 3 Sele...

Page 120: ...scription 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 ready C...

Page 121: ...alled 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 impo...

Page 122: ...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 Dial Plans...

Page 123: ...om first before working to 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...

Page 124: ...ple This number will be used as the CLI for all internal calls For external calls the User or Department s DDI number as specified in the relevant DDI Call Plan will be presented as the CLI Please refer to Working with DDI Plans section from page 169 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 n...

Page 125: ...ed dial An external number extension number User Name or Department Name can be entered in the Translate To field Override the Outgoing Call Bar option The external number to be dialled is entered in the Translate To field Withhold CLI In this example Users can prefix a number with 141 if they wish to withhold their CLI ...

Page 126: ... will be picked up Please note if the Translate To field contains a number of two digits or less this will translate to a Park Slot number Page an extension The extension number of the phone 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...

Page 127: ...an entries are available with the system and can be imported into configuration as described in the Importing and Exporting the Configuration section from page 240 These files also contain the Dial Plan entries required for use with the pre programmed buttons 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 ...

Page 128: ...up could contain Users with a similar job function and are required to answer specific calls or contain certain Phones that are to receive calls regardless of who is logged onto the handsets for example Creating a Group of Users A Group can be used to link together a set of Users for example by department job function or by skill level eg the ability to speak a foreign language By default a Group ...

Page 129: ... 13 Select Update or Apply when ready For information on how a Group is used to present calls please refer to Routing Calls via a Department on page 128 Change a User member 1 In Manager select Groups 2 A list of the current Groups will be displayed 3 Select the Group required 4 Click on the member to be amended 5 From the Select User list select the User required and you will be returned to the G...

Page 130: ...ven the next Order number To change a member s Order number enter the required number in the Order number field The Members will be listed in Order number sequence with the highest at the top 10 Select Update or Apply when ready A Group member can be deleted and amended in the same manner as described for a User member above Creating a Group of Phones A Group can be used to link together a set of ...

Page 131: ...ho meet a specific skill for example those that can speak French or those that can support the maximiser etc To set up a User s Capability please refer to Setting up Skills Based Routing on page 98 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 w...

Page 132: ...ust be the same or higher than the value entered in the Group s Capability Percent field as described below This will also determine the User s order in the Group 7 Select Update when ready 8 Repeat steps 2 to 7 for all members of the Group who wish to use this facility 9 In Manager select Groups 10 Select the Group required 11 Select Add Capability 12 Within the Capability field enter an undersco...

Page 133: ...er to the relevant User Manual for further details On a PCS 60 the Groups that the User can log in or out of will be displayed within the Login dialogue box which is accessed via the Login icon The User should add a tick to log in to that Group or remove the tick to log out of the Group Please refer to the PCS 60 User Manual for further details 17 When a User logs out of a Group a minus sign is ad...

Page 134: ...d 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 this Department in Caller Display 5 If required in th...

Page 135: ... 8001 8003 8009 8015 etc or 8001 8010 4 Select Renumber 5 The extension numbers for the selected Departments will be changed for example 8001 will become 6001 and the next extension will become 6002 and so on Setting Departmental functionality for multiple Departments You may wish to turn on a particular feature or multiple features for more than one Department rather than turn on these feature in...

Page 136: ... after the User who was last presented with a call d Manual this option will allow third party call centre applications to control when calls will be presented to an agent 9 Select Apply when ready 10 If Rotary or Sequential Mode is selected the No Answer Time will determine how long the call will ring on each extension before moving to the next extension Select the Telephony page and in the No An...

Page 137: ... this option will allow third party call centre applications to control when calls will be presented to an agent 9 Select Apply 10 Select the Telephony page in the Max Ring before Alternate Distribution field enter the number of seconds to elapse before the unanswered call is presented to the Alternate Distribution Group Please note If the Distribution Group Mode is set to All this will be the amo...

Page 138: ...Select Group list select the Group required and this Group will be displayed in the Alternate Distribution Group 2 field 8 From the Alternate Distribution Mode 2 list box select the method to be used to distribute the calls a All all members of the Group are presented with the call simultaneously This mode will allow you to reject a call using a PCS without it coming back a few seconds later b Rot...

Page 139: ...Department By default this is set to Not Used which means the Out of Hours facilities are not used and calls are always presented to the Distributions Groups as described above However this field can be used when it is necessary to route calls to another Group or play a message for example when the office is closed when staff are not at their desk or when staff are in a meeting etc When Out of Hou...

Page 140: ...o voicemail Firstly a Time Plan must be created as follows 1 In Manager select Time Plans 2 Click on the Add button 3 Enter a Name using 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 s...

Page 141: ...artment 1 In Manager select Departments 2 Select the Department required 3 The Out of Hours Mode field will display Not Used In Hours Out of Hours or Timed View the status of a Department The current status of a Department either In Hours or Out of Hours can also be viewed by opening http ip address of call server manager time php eg http 192 168 0 1 manager time php Using an Out of Hours Distribu...

Page 142: ...uncements can be played to the caller while waiting for the call to be answered Please refer to the Voicemail for a Department section from page 209 for further information If the Max Number of Active Calls before Busy entry has been exceeded the caller will be given busy Calls will pass to voicemail after the time entered in the Out of Hours Max No Answer Time before voicemail field Please refer ...

Page 143: ...to help them process the call efficiently This feature would be useful to an Operator 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 departmen...

Page 144: ...ephony page 4 In the Max Number of Active Calls before Busy field enter the number of calls to be handled by the Department at any one time 5 Select Update or Apply when 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 2 seconds and if configured must set to 2 or gr...

Page 145: ...queue while they are on a call When this feature is enabled the relevant Users will be informed that a call to the Department is waiting to be answered by an intermittent beep in the headset and if relevant via their PCS 60 50 410 400 or 580 570 560 The User can then toggle between their current call and the next call in the queue In order to use this facility the relevant Users must also have Cal...

Page 146: ... a DDI Plan to Route calls to the Department External calls to a Department can be routed via a DDI entry Please refer to the Working with DDI Plans from page 169 for further details 1 In Manager select DDI Plans 2 Select the DDI Plan required 3 Select Add DDI Entry 4 Select the new DDI Entry 5 In the Number Match field enter the DDI number to be used 6 From the Bearer Capability list box select V...

Page 147: ...Office message select In Office from the Out of Office list box The text in the Out of Office Message field can remain to be used next time this feature is applied Voicemail For information on using voicemail functionality with a Department please refer to page 209 Music on Hold For information on assigning music on hold to a specific Department please refer to page 179 Setting up the Contacts Dat...

Page 148: ... the system This is purely the name of the business in which the Contact works For information on creating Contacts for use with the Companies feature please refer to page 155 Please refer to page 241 for details on how to import or export a Contacts database Setting a User s rights to the Contact database By default all Users have full access to the Contacts database and if they are users of a PC...

Page 149: ... not be available the Information icon will be displayed when a Contact is selected but any changes made will not be saved PCS 60 When the Update option is selected the Add Contact icon will not be active The Information icon will be available to view the Contact details and any changes can be saved When the No Change option is selected the Add Contact icon will not be active The Information icon ...

Page 150: ...ontacts 2 From the Contact list select the Contact required 3 In the Auto URL field enter the path to the web page 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 How...

Page 151: ...ox select one of the following a Favourites the User s speed dial list will be displayed once a call to or from this Contact has 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 on...

Page 152: ... up to 128 characters For further information on using this feature please refer to the PCS 60 or PCS 410 400 and PCS 50 User Manuals Routing calls from a Contact to a specific User or Department Calls from a particular Contact may need to be handled by a specific User or Department The maximiser can route calls directly rather than via the receptionist first for example This feature can be config...

Page 153: ...so be used to blacklist specific incoming numbers from which users of a PCS 60 50 and 410 400 do not wish to receive calls This is achieved by creating a Contact called ZZZNUISANCE as follows 1 Create a new Contact 2 In the Name field enter ZZZNUISANCE 3 In the Direct Route To field enter one of the following a Extension number this could be the extension number of a User or Department that will f...

Page 154: ... facility is operational For example a Time Plan can be used to stipulate when a Department is operational and outside of these hours when the Out of Hours Distribution Group will be used A Time Plan can be applied to Departments Dial Plans LCR Plans DDI Plans and VXML Scripts By default a Time Plan called Standard is created This is set for Saturday to Sunday 00 00 to 23 59 so that all features u...

Page 155: ...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 30 Overriding a Time Plan A Time Plan has three modes Timed Out of Hours and In Hours By default each Time Plan is set to Timed mode and the Time Plan will use the Time Band s configured However it is possible to override t...

Page 156: ...med The Translate To field contains the name of the Time Plan to be configured Using an Alternate Time Plan On certain days of the year eg bank holidays an alternative Time Plan may be required because for example the phones are only going to be manned for the morning or the company is closed and calls are to be routed directly to voicemail etc 1 Firstly determine the operational hours to be used ...

Page 157: ... 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 View the status of a Time Plan The current status of a Time Plan either In Hours or ...

Page 158: ...ault Dial Plan entry will allow a User to join a call and create a conference The number internal or external to be called when creating the conference is entered in the Translate To field Commonly known as barge For example a call is active between extensions 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...

Page 159: ... when starting or joining the conference 7 If the conference is to be limited to a specific number of users in the Maximum Members field enter the maximum number of participants for this conference 8 Select Update or Apply when ready 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...

Page 160: ...inator of the conference will be displayed in the Organiser field Users can join this conference either via a Dial Plan entry or DDI Plan entry as described below within 30 minutes of its creation If the User belongs to a Company the Meet Me Conference entry will be displayed under the specific Company within Manager Please refer to the Working with Companies section from page 155 for further info...

Page 161: ...miser system is servicing the whole building The Companies feature ensures that these businesses only view their own User Department and Contact Directories on a PCS only access their own Park slots and only display their own ringing phones in the Call Pick Up screen on the PCS 50 and 410 400 Each Company can also have its own auto attendant and Park Timeout The database is still centrally adminis...

Page 162: ... Company to Manage list select the Company required 3 The Company that you are currently managing will be displayed in the title bar 4 Select either Users Departments Contacts or Meet Me Conferences to manage these objects within the Company Users Users created while managing a specific company will be automatically assigned to that Company Users assigned to a Company will only be able to view via...

Page 163: ...ill be solely for the use of this Company Only Users of a PCS that belong to the same Company will be able to view these Contacts Global Users User who have not been assigned to a Company will only be able to view Contacts created in the global Contacts list A Contact can be created by a User via their PCS 60 50 or 410 400 if this User belongs to a Company the Contact will be saved in the relevant...

Page 164: ... Company will remain a global User and will be able to view all Users regardless of the Company to which they belong This is useful if for example a centralised reception is being used for all Companies A global User will be able to view all Departments regardless of the Company they belong to Creating a Default Company All Users Department Contacts etc that do not belong to a specific Company are...

Page 165: ...ted is contained within the global Contacts list do not enter a Company Name in the square brackets as per this example Please refer to the Working with DDI Plans section from page 169 for further information on creating new DDI Plan entries Creating an Administrator for a Company When creating an Administrator to view and manage the database as described from page 31 you may wish this Administrat...

Page 166: ...al Trunk licences have been purchased as described below 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 If a Trunk is not configured with either a DDI Call Plan or a Dial Plan calls on this Trunk will receive busy Trunk Licencing A Trunk licence one licence per channel is req...

Page 167: ...lows 1 In Manager select Trunk Groups 2 Select the Add button 3 Enter a Name using alpha numeric characters only begin with a letter and do not use any punctuation and a Description if required 4 Select Apply 5 Select Add Trunk 6 Select the Trunk field 7 From the Select Module for Trunks list select the relevant module eg Call Server 8 From the Select Trunk list select the Trunk required 9 Select ...

Page 168: ... are to be used enter n or If the digits entered minus the numbers in the Number Match field are to be used enter r 7 Select Apply 8 Select the Trunk Group field 9 From the Select Trunk Group list select the Trunk Group required 10 Select Update when ready 11 Select Update or Apply when ready Please refer to the Working with LCR Plans section from page 175 for further information Route of an Incom...

Page 169: ... 4 Change the Description of the port if required 5 In the Presentation Number field enter the number to be presented as CLI on this port if required Please note that the Translate CLI to field in a Dial Plan entry and a DDI Call Plan entry will have priority over the Presentation Number 6 Select the ETSI page 7 In the TEI Number field enter 127 this may solve communication problems with the remot...

Page 170: ...0 From the navigation pane select LCR Plans 21 Select the relevant LCR Plan eg Standard 22 Select the Add LCR Plan Entry button 23 In the Number Match field enter the digit s to be used to access the NT port Ensure this entry does not clash with a Dial Plan entry 24 From the Action list select Dial 25 In the Dial field enter the number to be dialled by the system or a If all the digits entered by ...

Page 171: ...ase 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 Please note that the required number of Trunk licences one per channel must be entered to use this facility please refer to page 35 for further details When using a 4100 Call Server or 4140 Remote Call Server a Voice Compre...

Page 172: ...ist box select G729A8K if required otherwise select None 19 If the link is going across the Internet in the NAT Server field enter the IP address allocated by the ADSL provider otherwise leave this field blank 20 If the link is going across the Internet in the NAT Port field enter 1720 otherwise leave this field blank 21 If the link is going across the Internet from the NatMode field select Static...

Page 173: ...red instead 5 Select Apply 6 Select the Call Server field 7 From the Select Call Server list select the Call Server to which this SIP Gateway is 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 Trunks List select Virtual 12 In the Presentation Number field enter the number to be sent on this Trunk This may ...

Page 174: ...or Apply when ready Configuring a Trunk to Trunk call Incoming calls via a particular trunk s can be routed directly to another trunk where for example a video conference unit is connected This facility can be configured as follows 1 Open the DDI Call Plan assigned to the Trunk s receiving the incoming call 2 Create a DDI Call Plan entry for the number being dialled to for example access the video...

Page 175: ...wing example For further information on LCR Plans please refer to the Working with LCR Plans section from page 175 Please note that if the Trunk2Trunk LCR Plan does not exist the caller will receive busy Working with DDI Plans In order to direct your incoming DDI numbers to the correct User Department data connection etc a DDI Plan is used to route the calls to the correct location By default a St...

Page 176: ...elow 4 From the Bearer Capability list box select the option required eg Voice for connection to a User or Department 5 In the Translate To field enter the extension number or name of the User or Department to which calls to this DDI number are to be routed 6 Select Update 7 Repeat steps 5 to 10 to add further entries 8 Select Update or Apply when ready It is recommended that a default entry be cr...

Page 177: ...de the following functionality hyphen will place the dialled number into the caller s name field This means that when a call is received the incoming CLI will be ignored and Caller Display Call Status will display the DDI number the call was received on instead equal sign will record all calls received on this number Please refer to the Call Recording section from page 232 for further information ...

Page 178: ...igned to this Trunk is checked for an entry for extension 2001 No entry exists therefore the Trunk s Presentation number is sent as the outgoing CLI User dials from extension x Digits dialled are matched by a Dial Plan entry Extension number y found in Translate CLI To field of the Dial Plan entry Extension number y matched in DDI Plan entry DDI number in Number Match field of DDI Plan entry sent ...

Page 179: ...ls an external number which is matched by the default Dial Plan entry This Dial Plan entry has been configured to send out the DDI for the Main Department as the outgoing CLI The LCR Plan determines the Trunk that this call will use The DDI Plan assigned to this Trunk contains an entry for the Main Department ie the Translate To field contains the Department s extension number The outgoing CLI for...

Page 180: ...oing calls Routing calls dependent on the incoming CLI Calls can be routed to a specific location when a certain incoming CLI is received by the system For example you may wish to route calls to a particular Department when calls are received from a specific customer This feature can be configured as follows 1 In Manager select DDI Plans 2 From the DDI Plan List select the DDI Plan required 3 Sele...

Page 181: ...the AllTrunks Trunk Group It is recommended that an LCR plan is also used for facilities going to or not going to a Trunk such as call barring dialling a prefix and so on Example Dial Plan entries are available within the Working with Dial Plans section from page 114 Creating a LCR Plan 1 In Manager select LCR Plans 2 Select Add 3 Enter a Name using alpha numeric characters only begin with a lette...

Page 182: ...secondary Trunk Group field The Secondary entries will be used if the primary entries fail 15 Select Update when ready 16 Repeat steps 5 15 to enter further LCR Plan entries if required 17 Select Update or Apply when ready 18 This new LCR Plan can now be assigned to a Dial Plan entry Alternatively amend the default Standard LCR Plan and follow steps 5 to 17 An understanding of the Working with Dia...

Page 183: ...me of the area to be displayed using alpha numeric characters only begin with a letter and do not use any punctuation eg Watford 4 In the Ambiguous Telephone Number field enter the number to be matched against incoming CLI using a question mark where a digit will be variable eg 01923 5 Select Update or Apply when ready Please note The number of digits must match the number of possible digits some ...

Page 184: ...ze Please note WAV files are a general resource If used for messages callers will not be automatically played the message from the beginning A default Music Channel entry called DefaultHoldMusic will play the default WAV file provided with the system The Play List field is blank which indicates that the default WAV file should be used This entry will play Please hold to all external callers placed...

Page 185: ...field enter the name of the WAV file copied to the Call Server in Step 2 7 In the Multicast Address field enter 224 0 1 51 8 In the Multicast Port field enter an even number that you have not used in another Music Channel entry eg 16642 not less than 1024 9 Select Apply 10 Select the Source Server field 11 From the Select Call Server list select the Call Server where the WAV file is stored The mus...

Page 186: ...en the DefaultHoldMusic entry by selecting the ID field 3 In the Play List field enter any text eg CD player on port 12 This must not be the same as the name of a WAV file currently stored on the Call Server 4 Edit the Multicast Port field to equal 16640 2 x port number 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...

Page 187: ...the configuration contains 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...

Page 188: ...ating a group of Users on page 122 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 Group created above 6 Select Update or Apply when ready 7 This Event will now only be sent to the User s in the specified Group Specifying the Phone Group The Phone Group field within an Event ca...

Page 189: ...er 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 Partner Login Code 10 Select OK and then Close 11 Within Microsoft Outlook open the user s Contacts 12 Select the Dial icon 13 Select Dialling Options 14 From the Connect Using Line list box select maximiser on 15 Select OK and Close 16 The user will now be ab...

Page 190: ... is complete 5 Enter Quit to exit or Via your browser 1 Enter ftp web web password ip address eg ftp web 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 251 Home Page Each User can be configured with a Home Page this will be the def...

Page 191: ...d Contact php is an example page provided by default on the Web Server to demonstrate information available from the Call Server This information could be used by a web author to for example search a database and display the results of the query To demonstrate the information available 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 Calle...

Page 192: ...owing 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 252 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 252 5 If you are using a brows...

Page 193: ...un on a standalone Linux PC or server This is primarily for scenarios where more than 16 concurrent channels are required and or greater storage capacity is required A Voice Processing Port licence is required to support this facility one licence per port required Therefore for example if 24 concurrent Voice Processing ports are required 24 x Voice Processing Port licences must be purchased Please...

Page 194: ...Apply 9 Select the Dial Plan field 10 From the Select Dial Plan list select the required Dial Plan This will determine how digits dialled by the voicemail server are handled This is required when using Auto Attendant Call Back Ring back when free and Assistant Telephone functionality 11 In the Capacity field enter the number of Voice Processing Port licences to be assigned to this port This will b...

Page 195: ...ences are provided A 5100 Call Server will be provided with 10 MessageBox licences A 5108 Call Server will be provided with 5 MessageBox licences A 4100 Call Server will be provided with 30 MessageBox licences A 4140 Remote Call Server is provided with 10 MessageBox licences Additional MessageBox licences can be purchased up to a maximum of 1 000 per system or 50 on a standalone 5108 Call Server o...

Page 196: ...gned to that User 1 In Manager select Users 2 From the Users list select the User required 3 Select the Licences page 4 Tick the Message Box License field 5 Select Update or Apply when ready If there are insufficient licences available this setting will not be saved A list of which Users have been assigned MessageBox licences can be viewed in Manager by selecting Utilities and then Mailbox Licence...

Page 197: ...ary to know which Call Server is storing the User s messages and to ensure the correct Call Server is being used Configuring the Voicemail Enabled field via a Dial Plan entry A User s Voicemail Enabled option can be enabled or disabled via Manager as described above or via a Dial Plan entry The following diagrams give example Dial Plan entries that can be created to enable or disable a User s Voic...

Page 198: ... a User wishes to be able to dial directly to another User s voicemail or to transfer a caller to another User s voicemail this can be done either via their PCS 580 570 560 PCS 410 400 PCS 100 PCS 60 or PCS 50 or via a Dial Plan entry similar to the following examples or The exclamation mark in the Translate To field Go to Voicemail Using the Assistant Telephone Number Each User can be configured ...

Page 199: ...ng methods Via an analogue handset broken dial tone will be heard Via Caller Display on an analogue handset message waiting LED message waiting message handset will ring once and the number of new messages displayed Via the PCS 580 the SpliceCom LED will flash Via PCS 560 570 the New Message notice will appear within the default idle page and the SpliceCom LED will flash Via PCS 410 400 the New Me...

Page 200: ... by an access code which 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 Access Code field enter a 1 8 digit code 5 Select Apply 6 Select the Add Voicemail Contact button at the bottom of the page 7 In the Telephone Number field enter the User s extension number 8 From the Type list box select Tele...

Page 201: ...l will attempt to deliver a new message immediately the message is received If this is not successful this will be repeated after 3 minutes 10 minutes 30 minutes 1 hour and every 3 hours until the call back has been answered Please note 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 Tele...

Page 202: ...ed Please refer to the relevant PCS User manual for details on listening to messages via a PCS 580 570 560 410 400 100 60 50 Messages are stored until listened to and are then deleted after 7 days unless manually saved A message is marked as old after listening to the first 10 seconds To assist with the management of messages the following options are available 1 Play the Help message then return ...

Page 203: ...r the extension number of the User to receive the message followed by a hash enter the next extension number followed by a hash etc Finish with a hash eg 2001 or 2001 2002 5 The next message or For help please press 1 will be played Forward a message to a colleague s without a message attached 1 After listening to the message press 5 2 Press 2 3 When prompted enter the extension number of the User...

Page 204: ...ing will be used until a new daily greeting is recorded If a User has selected an Out of Office message the relevant greeting will be played A User can also change his greeting via a Dial Plan entry using the VoicemailGreeting Action Please refer to page 199 for further details Setting Forwarding via voicemail Users can set their Follow Me facility via voicemail this is particularly useful when Us...

Page 205: ...s described from page 202 This code can be set as follows 1 On accessing voicemail press 2 Press 5 3 Enter a new Access Code followed by hash message will be placed 4 Enter the new code required eg 4567 5 Your new Access Code has been set will be played and you will be returned to the previous menu Recording Extra Greetings As well as the daily greeting a User can record 5 other greetings dependin...

Page 206: ... Out of Office message on their extension The At Lunch greeting will be used when a User has selected the At Lunch Out of Office message on their extension The On Holiday greeting will be used when a User has selected the On Holiday Out of Office message on their extension The Off Site greeting will be used when a User has selected the Off Site Out of Office message on their extension Recording a ...

Page 207: ...iscard the greeting do not save the new greeting and return to the previous menu Please note If a User has recorded a permanent greeting the User s daily greeting will be deleted at midnight and their permanent greeting will be used until a new daily greeting is recorded Recording a Permanent Greeting A User can record a permanent greeting via 2 methods 1 Via Settings and Extra Greetings a On acce...

Page 208: ...n Out of Office Message section from page 97 and a caller is passed to voicemail the relevant voicemail greeting is played These greetings can be recorded as follows 1 On accessing voicemail press 2 Press 6 3 Press 4 to record an In Meeting greeting 5 to record an At Lunch greeting 6 to record an On Holiday greeting 7 to record an Off Site greeting 4 The User s current permanent greeting will be p...

Page 209: ...ning to their own greeting message The User will be prompted for their Access Code this number should be entered followed by a hash However if direct access is required the following functionality can be configured Accessing Voicemail from another extension A User may wish to access voicemail from other extensions when away from their desk or have an assistant responsible for managing voicemail me...

Page 210: ...he Type list box select Telephone 7 From the Method list box select Deliver 8 Select Update or Apply when ready Voicemail will attempt to deliver a new message immediately the message is received If this is not successful this will be repeated after 3 minutes 10 minutes 30 minutes 1 hour and every 3 hours until the call back has been answered If during this time a User has accessed the voicemail b...

Page 211: ... linked directly to voicemail running on the Call Server so that User s can have direct access to their messages from an external location eg their mobile while at home etc A Voicemail Access Code must be configured for each User wishing to access their voicemail externally Please refer to page 203 for details on how to configure an Access Code To use this facility a DDI Call Plan entry similar to...

Page 212: ... Voicemail Contact button at the bottom of the page 5 In the Telephone Number field enter the number to be matched with the incoming CLI for example the User s mobile number 6 From the Type list box and select Telephone 7 From the Method list box and select Access 8 Select Update or Apply when ready Both of these features can be configured for the same number or independently in other words one fe...

Page 213: ...ir setting such as their voicemail access code for example Programme the Modify button to dial this entry This example Dial Plan entry will allow Users to recording their permanent greeting Setting up Voicemail Email A User may wish to be notified by email that they have received a new message or they may wish to have their new messages sent to an email account or they may wish to manually forward...

Page 214: ...icemail server d Deliver and Delete send the new voicemail message in an email message Immediately delete the voicemail message from the voicemail server 8 Blank User can manually send a voicemail message to an email address by pressing 5 and then 3 after listening to the message or via their PCS 9 Select Update or Apply when ready IMAP Unified Messaging A User s voicemail messages can be sent to ...

Page 215: ... details on how to configure a paging port please refer to page 78 1 Create a new User with an extension number not currently in use 2 Enable voicemail for this User 3 Within the Voicemail page click on the Add Voicemail Contact button 4 In the Telephone Number field enter the extension number for User assigned to the port to which the PA system is connected 5 From the Type list box select Telepho...

Page 216: ...mail 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 the Routing Departm...

Page 217: ...o Voicemail Routing Department calls to voicemail If calls to a Department are to be routed to voicemail to 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 w...

Page 218: ...up and then if the call is not answered passed to voicemail The Out of Hours Max No Answer Time Before Voicemail field will determine how long the call will ring before being passed to voicemail 1 In Manager select Departments 2 From the Departments List select the Department required 3 Select the Telephony page 4 Within the Out of Hours Max No Answer Time Before Voicemail field enter the number o...

Page 219: ...ther details Routing Department Calls to a Recorded Message Callers can be played a message rather than be routed to the Department s voicemail box This can be configured as follows 1 Format the WAV file to be used as CCITT A Law 8 000kHz 8bit mono 2 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 220: ...which callers are to be transferred 5 Select Update or Apply when ready Please note 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 Voicemail Assistant Telephone Number field Accessing voicemail A User can access a Department s messages via a Dial Plan entry via Voicemail Call Back or via...

Page 221: ...elect 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 s...

Page 222: ...rnal number eg a mobile or home telephone number Voicemail will attempt to deliver a new message immediately the message is received If this is not successful this will be repeated after 3 minutes 10 minutes 30 minutes 1 hour and every 3 hours until the call back has been answered Please note Ensure that the relevant Voicemail Port has been configured with a Dial Plan otherwise the voicemail serve...

Page 223: ... a greeting Recording a daily greeting A User can record a daily greeting for a Department as follows 1 On accessing voicemail for the Department press 1 Press 2 2 Press 2 again to record a normal greeting 3 The current greeting will be played 4 Speak greeting after the tone followed by hash or silence will then be played 5 Record the new greeting and press when finished 6 The new greeting will be...

Page 224: ...tails Recording a permanent greeting Each Department can record two voicemail greetings Firstly the daily greeting which can be recorded via Settings or via a Dial Plan entry as described above and may inform a caller of a Department s status on a particular day for example The Accounts Department is closed today Please leave a message and we will call you as soon as possible The second greeting t...

Page 225: ...default message 7 or hang up to save the greeting and return to the previous menu 0 Discard the greeting Do not save new greeting and return to previous menu Recording an Out of Office greeting When an Out of Office message has been configured for a Department as described in the Using an Out of Office Message section from page 140 and a caller goes to voicemail the relevant voicemail greeting wil...

Page 226: ...y the interval before the second announcement is played again 6 Select Update or Apply when ready Please note The relevant Voicemail Port must be configured to support this facility this is done by ticking Queue Message Server Calls will pass to voicemail after the time entered in the Max No Answer Time before Voicemail field Please refer to page 211 for further details If the Max Number of Active...

Page 227: ...ail page 4 In the Voicemail Access Code field enter a 1 8 digit code 5 Select Update or Apply when ready Accessing voicemail for a Department externally A DDI number can be linked directly to voicemail so that User s can have direct access to Department messages from an external location eg their mobile while working at home etc This can be the same number used to allow User s to access their voic...

Page 228: ...he message from the voicemail server e Blank User can manually send a voicemail message to the email address by pressing 5 and then 3 after listening to the message 8 Select Update or Apply when ready Setting up SMS Alerts If a User wishes to be notified of a new voicemail message for a Department via an SMS alert this can also be configured within the Voicemail page in the Department s configurat...

Page 229: ... The Auto Attendant can contain an option that will wait 3 seconds for the caller to make a choice If a choice is not made the call will be automatically transferred to a specified number This can be configured as follows 1 In Manager select Auto Attendant 2 Select the Add button 3 In the Name field enter a question mark 4 In the Telephone Number field enter the extension number User or Department...

Page 230: ...Auto Attendant a DDI Plan entry should be created with AutoAttendant entered in the Translate To field similar to this example Please refer to the Working with DDI Plans section from page 165 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 b...

Page 231: ... similar to this example 6 Create a DDI Plan entry as explained on page 224 however in the Translate To field enter AutoAttendant company name similar to this example 7 To test the Auto Attendant internally create a Dial Plan entry as explained on page 224 however in the Translate To field enter AutoAttendant company name similar to this example For further information please refer to the Working ...

Page 232: ...st select the Add button 3 In the Name field enter a name to describe this script using alpha numeric characters only do not use any punctuation or spaces 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 e...

Page 233: ...used this must be stored on the internal Web Server and formatted as CCITT A Law Mono 8 bit or 16 bit 14 In the 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 men...

Page 234: ...Menu Item If a caller does not make a selection from 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 call...

Page 235: ... shown in the example 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 inform...

Page 236: ...nfigured 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 G...

Page 237: ...e 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 server ...

Page 238: ...has the 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 Voicemai...

Page 239: ... 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 Manager select Users 2 From the Users list select the User required 3 Select the Voicemail page 4 From the Record Mode list box select one of the following a Resource at present will also record all calls b Mandatory to re...

Page 240: ...will not be able to cancel the recording e Disable calls will not be recorded For further information on creating a Department please refer to the Routing calls via a Department from page 128 4 To set up automatic call recording on a specific DDI number in the relevant DDI Plan entry add an equal sign before the entry in the Translate To field similar to this example For further information on cre...

Page 241: ...s please refer to the Voicemail for a Department section from page 209 1 Create a Department called OutboundRecordings 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 record all calls ...

Page 242: ...essages are stored in a voicemail box called OutboundRecordings which can be accessed by creating a Department of the same name as described above To access these messages please refer to the Voicemail for a Department section from page 209 Using Call Recording with SpliceRecord Each User and or Department can be configured to send the recordings to SpliceRecord as follows 1 In Manager select User...

Page 243: ... 1 2 Each voicemail box is displayed For information on how to set the Maintainer password used to access the Mailbox directory via FTP please refer to the System Passwords section from page 251 Via the Telnet 1 Telnet on to the system using Root access as described in the Root Access to a Call Server section on page 252 2 Enter cd voicemail Mailbox then press Enter 3 Enter ls to view each mailbox...

Page 244: ...wser to return to the Manager View the number of MessageBox licences assigned A list of Users and Departments that have been assigned MessageBox licences can be viewed in Manager by selecting Utilities and then Mailbox Licences Select Back from your web browser to return to the Manager Back up voicemail A back up of the internal voicemail server will be required to ensure that when for example a f...

Page 245: ...refer to the Internal Web Server section from page 184 for further details Restore voicemail 1 Make a copy of voicemail tar0 and rename it voicemail tar Copy this file in to the ftp directory on the Call Server as follows 2 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 252 3 If you are using...

Page 246: ...plicate name is found a dot will be added until the name is unique eg if three Area Codes for Yeovil are imported one will be called Yeovil the next Yeovil and the next Yeovil The Import function will always add entries to the database therefore if you accidentally press the Import button twice the entries will be added twice Use the Remove button to correct this If you wish to import your own Are...

Page 247: ...ort screen If a duplicate name is found a dot will be added until the name is unique eg if three Contacts called J Smith are imported one will be called J Smith the next J Smith and the next J Smith Any fields that are not recognised by the system will be ignored The order of the fields in contacts txt is irrelevant the system will recognise the field name All telephone numbers will be imported in...

Page 248: ...Plan This field will determine the Dial Plan into which Dial Plan entries will be imported or exported from as explained below Import Files containing ready made Dial Plan entries are provided with the system 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...

Page 249: ...lplan out txt in Microsoft Excel for example change the file extension from txt to csv You may wish to use this file 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 Delet...

Page 250: ...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 screen Export The Export option will copy all DDI Plan...

Page 251: ... Users have been configured with a MessageBox licence Export Option If this option is selected when exporting to users out txt a space will be added to telephone numbers between the first 0 and the next digit so that Microsoft Excel for example will not treat the entry as a number and remove the 0 Modify Users This feature of Manager allows the Users configuration to be exported as a csv file and ...

Page 252: ...o the database 1 From Manager select Utilities 2 Select Modify Users 3 Select Upload 4 Select Browse to select the csv file to be uploaded 5 Select the Upload button and the file will be saved as modify csv in the Download folder on the Web server 6 To make the changes to the configuration on the database select Modify 7 Select Continue from the message displayed 8 Details of the upload will be di...

Page 253: ...ect 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 4 Select the Add button 5 Enter a Name using alphanumeric characters only maximum of eight eg the location of Call Server and a description if required 6 In the Account Name Out field enter a name that will be used for access authenticat...

Page 254: ...isabling 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 connection typically set ...

Page 255: ...t of time 6 No Session Idle Period specifies the time period a link needs to be idle before the Call Server will close the connection 7 Min Channels Required specifies the number of ISDN Channels the Call Server should use on initial dial up 8 Max Channels Allowed specifies the total number of ISDN Channels the Call Server will use for this link 9 Extra Bandwidth Threshold specifies the amount of ...

Page 256: ...artment s voicemail box to be viewed Please refer to page 238 for further details File Import Export This facility is used to import or export specific sections of the database for management in third party applications Please refer to page 240 for further details Modify Users This feature allows the Users section of the database to be exported as a csv file and modified via a third party applicat...

Page 257: ...th the maintenance of the system such as licence status time plan status move Users location etc are available by opening http ip address of call server manager custom0 php eg http 192 168 0 1 manager custom0 php System Access When maintaining and troubleshooting the maximiser system you may need Root Admin Voice or Web access to the Call Server System Passwords This access to the system is passwo...

Page 258: ...0 1 2 At the Login prompt enter root and then press Enter 3 At the Password prompt enter the Diagnostic Engineering Password eg password and then press Enter 4 A hash will appear indicating that the previous entries where accepted and a command can be entered You are now at the directory root For further information on the commands that can be used here please refer to the Using Telnet section fro...

Page 259: ...tant to shut down the file system within the Call Server before removing power 1 Press the Reset Switch once 2 The file system will start to shut down 3 After about 10 seconds the LEDs on the front of the Call Server 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 Serve...

Page 260: ...dule 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 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 LE...

Page 261: ...aximum of 10 seconds 3 The LED will then flash slowly to indicate that the shut down is complete 4 Press the Reset Switch once or no more than 3 times or wait for 60 seconds the module will automatically restart 5 The LED 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...

Page 262: ...this area or If you are using the Command Prompt use the put command eg put newdatabase txt to copy newdatabase txt from the root eg C to this area Once copied the Transmission Complete message will be received 4 Perform an orderly shut down of the Call Server by pressing the Reset Switch once The SpliceCom LED will slowly flash when the shut down is complete 5 Press the Reset Switch once to resta...

Page 263: ... described in the Root Access to a Call Server section on page 252 4 Enter the command ftp ChangeMac You can actually enter ftp Ch TAB 5 This will run a short script that will change the MAC address within the file newdatabase txt with that of the new Call Server 6 Perform a normal reboot of the Call Server either via the Reset switch or enter the command poweroff in your Telnet session 7 After th...

Page 264: ... pcs5xx 3 2 141 tar gz for the PCS 560 and 570 or pcs410 3 2 879 tar gz for the PCS 410 The numbers given as eg 3 2 879 indicate the version number of the patch Each patch is accumulative The patch file must be renamed before proceeding to the next stage Edit the file name to remove the version number so that the files are called eg cs5100 patch tar gz or pcs410 tar gz If after downloading the fil...

Page 265: ...t down is complete If you are performing a root upgrade a second reboot may be required 2 Press the Reset Switch once to restart the Call Server or wait for the Call Server to automatically reboot and the patch will be sent to the Call Server Alternatively Telnet on to the Call Server via Root as described in the Root Access to a Call Server section from page 252 and enter poweroff to reboot the C...

Page 266: ... Command Prompt on a PC connected to the system enter telnet ip address of the module 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 module By default this is 7388 The Password is set within the relevant Phone Module s configuration form 4 A hash will appear indicating that the previous entries where accepted and a...

Page 267: ...0 can be viewed within the Phone Information screen which can be accessed by pressing the Settings icon five times Upgrading remotely via Telnet You will need to know the IP address of the PCS 580 which is displayed on the handset by pressing the Settings icon five times This Phone Information screen will also display the current software version being used by the handset Alternatively a list of t...

Page 268: ... then the upgrade will take place at the next reboot 1 Telnet on to the PCS 580 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...

Page 269: ... 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 7 The PCS will reboot and automatically restart Please note if you need to specify the call server that the upgrade will obtain the software from the IP address can be ent...

Page 270: ...ll appear 6 Press the screen 7 When the message Code will be erased Please release screen to continue appears let go of the screen 8 The unit will be upgraded and the reboot will complete The version of software being used by the PCS 410 400 can be viewed by pressing the More Options icon twice and then the Information icon Upgrading locally on the PCS 400 1 On the PCS 410 400 lift the handset 2 P...

Page 271: ... supplied with the Call Server patch This must be sent to the Call Server as described from page 258 before proceeding Once the new software patch has been sent to the Call Server or after a Factory Restart the PCS 100 can be upgraded as follows The version of software being used by the PCS 100 can be viewed by pressing the down arrow on the handset the current software version will be displayed a...

Page 272: ...dule Trunk Module VCM PCS 580 PCS 570 PCS 560 PCS 410 400 and PCS 100 as described above will take place automatically at 4 am each day At this time a php script will be run and any module or PCS 580 570 560 410 400 100 not running up to date software will be upgraded This will take place on each module or PCS 580 570 560 410 400 100 that the Call Server can connect to at 4 am If the software vers...

Page 273: ...remove the existing software before installation If the PCS 50 is running as an IP Phone a User will already be assigned to this PC and any Preferences settings will have been saved If the PCS 50 is running as a partner again any Preferences settings will be saved and can be used with the new software Initial Configuration Boot Menu Each PCS 580 570 560 410 and 100 has a boot menu that allows you ...

Page 274: ...ll Server PCS 410 Press screen to erase all release for options either continue to press the screen if you wish to erase the configuration of the handset and remove the current software and replace it with the version stored on the Call Server or let go of the screen to view the following options Press screen before the bar completes to erase the config either press the screen to erase any configu...

Page 275: ...y these files can be accessed as described in the Admin Access to a Call Server section on page 252 You may also be asked to access the following files cat dev emlog0 catalogue file this is main unit trace cat dev emlog1 gateway trace cat dev emlog2 voicemail trace cat dev emlog3 phone module trace Using Setnet Setnet is a facility that can be used to change the network configuration of a module s...

Page 276: ... you wish to cancel the changes and quit Setnet enter q and press Enter At any prompt you can enter a for help on that option or q to quit Further information on using Setnet can be found within the Connecting a Module section from page 39 and Connecting a PCS IP Phone section from page 51 Using Telnet The Linux operating system used by the maximiser system can be directly accessed by using the Te...

Page 277: ...ince the last reboot poweroff poweroff and restart so can be done remotely reboot reboot and restart SpliceCom LED flashes for a minute before rebooting chmod change file permissions e g chmod x frog Up arrow on keyboard up through history of commands Down arrow on keyboard down through history of commands Setnet network configuration utility Please refer to the Using Setnet section from page 269 ...

Page 278: ...archical locale local Call Server Locale or System Locale Company The name GUID of the Company to which this User has been assigned Current Home The name GUID of the Call Server hosting the User s voicemail Auto URL 128 Characters Used with a PCS 60 50 or 410 400 The address of the web page to be displayed on a PCS when a call involving this User is made This can be a web page accessed via the Int...

Page 279: ...vailable Restricted PCS 60 and PCS 50 only the Speed Dials and Ring Tunes tabs of the User Configuration Preferences form are displayed for this User PCS 100 the Forwarding and DND options are removed PCS 410 400 only the Speed Dials Ring Tunes and Calibration tabs of the User Configuration form are displayed PCS 560 570 only the Logout Favourites Groups and Phone Information options are available...

Page 280: ...s information is used by voicemail the User Directory and is matched against incoming CLI Mobile Telephone Number 64 Characters User s mobile telephone number No spaces or punctuation should be used This information is used by voicemail the User Directory and is matched against incoming CLI Spare1 Telephone Number 64 Characters Additional telephone number No spaces or punctuation should be used Th...

Page 281: ...to the User s extension number and DDI will be forwarded and the User s extension will ring Calls to the User s Department s will ring on the User s extension All Internal All internal 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 Internal All internal calls to the User s extension number and DDI will be forward...

Page 282: ... PCS 50 PhoneTools For use with PCS 60 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 580 570 560 PCS 410 400 PCS 100 PCS 60 or PCS 50 Outgoing Call Bar Enable Disable When enabled t...

Page 283: ...en enabled the User will not receive any calls and the extension is considered busy unless the incoming number matches an entry in the DND Exceptions list Exception Telephone Number List of telephone numbers that will get through even when Do Not Disturb is set With Left hand partial matching Capability page Capability 16 Characters Name of capability eg French Capability Percentage 1 100 Strength...

Page 284: ...cemail Voicemail Assistant Telephone Number The number internal or external to which callers will be transferred if they press 0 during or after the User s voicemail greeting Department Voicemail 1 8 For use with a PCS 580 570 560 410 400 100 60 and 50 These fields specify the Departments for which voicemail messages can be accessed via the User s PCS Missed and answered calls to these Departments...

Page 285: ...l to synchronize voicemail to IMAP and IMAP to voicemail used for text to speech Voice synchronize voicemail to IMAP only Voicemail Contacts Telephone number 64 characters When used with Telephone Contact Type and the Access Contact Method the telephone number to match against the incoming CLI to allow the User to access voicemail remotely without having to enter the Access Code When used with Tel...

Page 286: ...r can manually select to forward a voicemail message to the email address entered in the Telephone Number field Alert 1 When used in conjunction with the Email Contact Type the User will be automatically sent an email message to the email address entered in the Telephone Number field to inform them that they have received a new voicemail message 2 When used in conjunction with the SMS Contact Type...

Page 287: ...CS 580 570 560 60 or the use of the PCS Operator Console application PCS Partner only For use with a PCS 60 partnering a PCS 5xx IP phone Assigns an OperatorConsole licence to this User and enables Operator Console Mode on the PCS 60 only Virtual User Licence Enable Disable Assigns an IPVirtualUser licence to this User To be enabled when a new User is created that will not be assigned to a physica...

Page 288: ...n a PCS when a call is made to and or received by a Department This can be a web page accessed via the Internet stored on the company s Intranet or on the maximiser s internal web server Used in conjunction with the No Action On Ring and On Connect Auto URL Mode options Auto URL Mode No Action The web page specified in the Auto URL field is not automatically displayed on a PCS when a call is made ...

Page 289: ...ally request a call for Department For use with third party call centre applications that control when calls will be presented Blank No call distribution will take place For use when the Distribution Group field is empty Distribution Skip on No Targets Enable Disable When enabled a call will move straight to the Alternate Distribution Group if all the members of the Distribution Group are busy the...

Page 290: ...th a call Manual Members of the Alternate Distribution Group 2 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 take place For use when the Alternate Distribution Group 2 field is empty Out of Hours Distribution Group Name GUID of Group to which calls will be delivered when the Out of H...

Page 291: ... end of each Department call The User will be unable to receive any further calls within this time This will allow time for any administrative tasks at the end of a Department call The number entered must be 2 or greater No Answer Time The amount of time in seconds a call will ring on each extension before moving to the next member of the Distribution Group Only used with Rotary and Sequential Dis...

Page 292: ...mail Voicemail Assistant Telephone Number 8 digits The extension number to which callers will be transferred if they press 0 during or after the Department s voicemail greeting Voicemail Target Defines one of the following 1 The name of the AutoAttendant to which calls will be routed rather than voicemail if the call is not answered or 2 the voicemail box into which messages should be left if diff...

Page 293: ...r there must be at least a single character entered Type Telephone 1 When accessing voicemail remotely if the incoming CLI matches the entry in the Telephone Number field the Access Code will not be required The Contact Method field must be set to Access 2 Voicemail will ring the number entered in the Telephone Number field to attempt to delivery a new message The Contact Method field must be set ...

Page 294: ... message will still be considered a new message on the voicemail server Access Used in conjunction with the Telephone Contact Type An Access Code will not be required when accessing voicemail remotely Prompt Used in conjunction with the Telephone Contact Type to prompt a User whose extension number has been entered in the Telephone Number field for the Department s Access Code when accessing voice...

Page 295: ...tion of the Time plan Time Zone Enter the Time Zone required for this Time Plan eg GB UTC GMT Eire etc Mode Timed The Time Plan will use the Time Band s configured Out of Hours The Time Plan considers itself to be outside of the hours specified by the Time Band s regardless of the day or time In Hours The Time Plan is operational in other words it considers itself to be inside the hours specified ...

Page 296: ...ontact Description 128 characters Text description of this Contact Company 128 characters Text to identify the Contact s company business Department 128 characters Text to identify the Contact s department within that company 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 wh...

Page 297: ...ally 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 handset On Ring The web page specified in the Auto URL 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 Favo...

Page 298: ...f the Contact s address Country 30 characters Text to identify the country of the Contact s address Account our ref The code to be registered with this Contact when making a call with an Account Code Account their ref Allows an Account Code to be entered for this Contact This code then appears in the Call Logging output against telephone calls made to or from this Contact Notes page Date Time The ...

Page 299: ...ence Listen ID The ID number to be entered by participants 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...

Page 300: ...ser 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 Cancel All Forwarding turn off the Forward on Busy option and the 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 ...

Page 301: ...e recorded A voicemail box call OutboundRecordings is created which can be accessed via a Department of the same name If the User making 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 ro...

Page 302: ...se extension the short code was dialled Follow Me Enable set Forward Follow Me field to Personal 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 Follow Me Set set the Forward Follow Me number field to the number entered in the Trans...

Page 303: ...ne on the ISDN line to the carrier to alert them of a malicious call Night Service In Hours set the Mode field to In Hours for the Department whose Department Name or extension number has been entered in the Translate To field Night Service Out Of Hours set the Mode field to Out of Hours for the Department whose Department Name or extension number has been entered in the Translate To field Night S...

Page 304: ... in the Translate To field Relay Open open the External Relay port 1 or 2 specified in the Translate To field Relay Pulse close the External Relay port 1 or 2 specified in the Translate To field for 5 seconds and then reopen the port Ring Back When Free ring back the number entered in the Translate To field when the extension becomes available This features requires an ESP licence Set Event activa...

Page 305: ...l Greeting Permanent access the permanent greeting for the User or Department whose 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 Voicemail Remove All Call Me to remove all Voicemail Contact entries for voicemail call back for the User on whose extension...

Page 306: ...or this Company Trunks General page Name 64 Doman Characters Name of this trunk Not configurable Description 128 Characters Text 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 outg...

Page 307: ...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 The component number given to the Call Server Typically 3 digits DPNSS Peer Node Number The component number to...

Page 308: ... 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 Compression Type None Cal...

Page 309: ...ay Relay the media packets allowing RTP packets to go through a NAT firewall by using the Call Server as a single address for 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 b...

Page 310: ...th low numbers at the top and higher numbers lower down Time Plan The name GUID of the 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 on...

Page 311: ...e dialled by the system DTMF 64 Digits The digits to be dialled once a connection has been made Trunk Group Name GUID of the Trunk group to be used for the external call made as a result of this entry Action Secondary Dial Secondary DTMF Secondary Trunk Group Same as Primary but used if the Primary does not succeed Timeout Milliseconds Time allowed to expire before a number is forced to the line A...

Page 312: ...l server to be used for voicemail email functionality Email Source Address The name of the email account used for the voicemail email functionality This will be the name displayed in the From field of an email message unless an entry is made in the Email Source Name field Email Source Name The name of the email account to be displayed in the From field of an email message This will ensure that Mic...

Page 313: ...els Name 64 characters This field will indicate when the Music Channel will be used If this Music Channel is to be active when a Department call is on hold enter the Department name If the Music Channel is to be active when a specific User places a call on hold enter the User Name If the Music Channel is to be active when calls to a specific Company are placed on hold enter the Company Name If the...

Page 314: ...s of this Group will receive the Event thereby ensuring only the relevant Users are sent the Event Phone 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 VXML Scripts Name Text used to identify this Script Alpha numeric characters only No spaces or punctuation should be use...

Page 315: ...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 this Menu Item is activated This can be text that will be converted to speech or the name of the wav file stored on the internal Web Server Delay Time after speaking The amount of time in seconds after the Say the Following message has been pl...

Page 316: ...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 dialled Telephone Number The extension number User or Department name to which a caller will be transferred when making...

Page 317: ...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 DHCP client obtaining an IP address from a DHCP Server on the networ...

Page 318: ... with the Call Server If disabled Phone Modules and IP Phones must be manually registered Global BLF Enable Disable When enabled this feature provides a system wide Busy Lamp Field view across all networked Call Servers for all User s on the system Requires multicast Router support to transport Global BLF info between sites Where required this option must be enabled on all Call Servers not just th...

Page 319: ...ith the modules listed below Can be an internal or public IP address Members Member The module to whom compressed calls will be made Order Determines the position of an entry within the Members list Debug page Socket RAS H225 H245 H450 Gatekeeper LDAP SIP Database Enables tracing via Telnet Call Flow Basic Normal Detail Debug Determines the amount of information displayed in the Admin emlog0 outpu...

Page 320: ...le Page Password The code to be used when accessing this module via Telnet If blank the default setting of 7388 is used Trunk Module Name 64 Domain Characters Name of this module Description Description of the module 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 ...

Page 321: ... the remote end in xxx xxx xxx xxx form or the name e g sip example com Product Version Not applicable 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 wrong domain Call Serve...

Page 322: ... Name 64 Domain Characters The name of this port Description 128 Characters Text description for this port Location To provide Location Text Information for SNMP Product Version Not applicable Caller Display Type None Call Display information will not be sent to the extension and the extension will not ring once after the relevant Phone Module has been rebooted Default PCS 10 suitable for most ana...

Page 323: ...cted to this port 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 ...

Page 324: ...N The number to be dialled by the system when the User assigned to this phone is working from home or on a mobile and wishes to handle calls as though they were in the office Remote Idle Seconds The number of seconds that the User s home telephone will remain idle before a call from the maximiser system is cleared Headset Working Enable Disable Allows the use of headset without the need to lift th...

Page 325: ...haracters Name of this phone Type of Phone Name of the type of unit requesting registration Serial Number MAC address of this phone Status Member A phone that is permitted to register on the system Available A phone that is waiting for permission to join NonMember A phone that is not permitted to register on the system Call Server Name of the Call Server to which the phone is connected Unassigned ...

Page 326: ...gain access to the Admin and voicemail areas Default password Licences Key 34 character string Qty Number of licences purchased Licence Name of the licence type Administrators Name 64 Domain Characters Name of the administrator Description 128 Characters Text description of the administrator Password 64 Characters Password for this administrator Show Enabled Enabled Disabled If ticked enables the ...

Page 327: ...of the Call Server is entered in the Ask Master field This address will automatically revert back to 192 168 0 2 to ensure this process is not activated in error Merge Remote System Used when connecting a Secondary Call Server to a Primary Call Server The two configurations will merge rather than the secondary defaulting and downloading the configuration from the Primary This feature will retain a...

Page 328: ...the name for example when searching for a User s voicemail folder on the voicemail server Custom Script This 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 w...

Page 329: ...into this unit ISDN access allowed via any data call on any ISDN port Any number ISDN access allowed when matched to this DDI on any ISDN port Time Plan The name GUID of the Time Plan that will determine 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 answ...

Page 330: ...identity using a 2 way handshake This is done only upon initial link establishment Chap Challenge Handshake Authentication Protocol is used to periodically verify the identity of the peer using a 3 way handshake and therefore is more secure This is done upon initial link establishment and MAY be repeated anytime after the link has been established Authentication Method Incoming Authentication is o...

Page 331: ...h Threshold Percentage Specifies the amount of throughput on the existing link before an extra ISDN channel is added Reduce Bandwidth Threshold Percentage Specifies the level of throughput on the existing link before an ISDN channel is removed 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 wil...

Page 332: ... Voltage transients The unit will not be harmed by these transients but care should be exercised when handling the cable connected to the telephone company s NTU i e avoid touching the cable contacts All other ports operate within safe SELV limits For continued safe operation these ports may only be connected to other SELV ports EMC Caution Warnings These products are Class A In a domestic environ...

Page 333: ...Ringing Voltage 44Vrms Loop current 25mA LAN ports 4 10 100BaseT Full Duplex Auto MDI MDI X LAN ports These ports may also provide power over LAN to IEEE 802 3af compliant attached devices LAN LINK port 10 100BaseT Full Duplex Auto MDI MDI X LAN port Event inputs 2 Opto coupled inputs to trigger events see text for details Relay outputs 2 Opto coupled outputs to control external devices see text f...

Page 334: ...ook voltage 48V Ringing Voltage 44Vrms Loop current 25mA 4140 Remote Call Server DC Power Inlet 2 5mm jack socket for 48V 1A power supply LAN port back 10 100BaseT Full Duplex MDI LAN port BRI ports Basic rate ISDN ports meeting CTR3 see safety statement PRI port Primary rate ISDN port meeting CTR4 see safety statement WAN port V 11 X 21 WAN interface operating up to 2 048Mb s Event inputs Opto co...

Page 335: ...h this cable would be prone to generating errors X 21 WAN cable The V 11 WAN port is connected to the telephone company s NTU Network Termination Unit by the cable described below The WAN port connects to the shielded plug with UNC 4 40 locking screws and the NTU connects to the unshielded plug with M3 locking screws This cable is available from your reseller or may be constructed as follows Item ...

Page 336: ...Socket Plug Pin Description 1 Connected to unit chassis 2 Relay contact 3 Not connected 4 Not connected 5 Relay contact The shield connector of the mating plug is connected to the unit chassis The on board relays are solid state optically isolated devices that can connect plug contacts channel A to channel B Their characteristics are as follows Switching ability a c or d c signals of either polari...

Page 337: ...ntry system The input is isolated from the chassis and has the following specification Absolute Maximum Voltage 60V Beyond this damage will occur Recommended Maximum Voltage 48V Input impedance 1000 Ohms Recommended on current 3mA Recommended off current 0mA To activate the opto isolator pin 4 should be at a higher voltage than pin 2 No damage will occur if the voltage polarity is reversed however...

Page 338: ...connection of supplied handset Headset port General 4 pin headset connection Inner pins connect to earpiece and outer pins connect to microphone USB Host Interface 2 off USB 2 0 supporting Hi Speed 480Mb s Full Speed 12Mb s and Low Speed 1 5Mb s Support of devices also depends on driver availability Power Supply Considerations The product is powered from the LAN port The PCS580G is a class 3 802 3...

Page 339: ...set Headset port General 4 pin headset connection Inner pins connect to earpiece and outer pins connect to microphone USB Host Interface USB 2 0 supporting Hi Speed 480Mb s Full Speed 12Mb s and Low Speed 1 5Mb s Support of devices also depends on driver availability Power Supply Considerations The product is powered from the LAN port The PCS570G is a class 2 802 3af compliant powered device i e d...

Page 340: ...rations The product is powered from the LAN port The PCS560 is a class 1 802 3af compliant powered device i e draws less than 4W from the 802 3af power source The PCS570 is a class 2 802 3af compliant powered device i e draws less than 7W from the 802 3af power source N B a PCS570 with no USB device plugged in will draw the same power as a PCS560 but will still identify itself as a class 2 device ...

Page 341: ...pply can provide up to 12 95W to the LAN port Care should be exercised when adding USB devices as exceeding the available power will cause the PCS410 to shut down Sufficient power is generally available to drive a USB keyboard and mouse If greater power is required then an externally powered USB hub may be used PCS 400 Technical Details Approval The product is CE compliant according to the Europea...

Page 342: ...n 802 3af compliant power supply can provide up to 12 95W to the LAN port Care should be exercised when adding USB or PCMCIA devices as exceeding the available power will cause the PCS400 to shut down The nominal power requirement for the PCS400 alone is 11W Sufficient power is generally available to drive a USB keyboard and mouse If greater power is required then the DC Power Inlet should be used...

Page 343: ...y and EMC Safety Caution The product should not be disassembled There are no user serviceable parts All the ports are classified as TNV 3 When the line port is connected to a telephone line these ports may exhibit Voltages above normal safe SELV limits e g during ringing and may exhibit high Voltage transients Care should be exercised when using these ports i e avoid touching the contacts General ...

Page 344: ...tionality operates from a 230Vac 50Hz mains supply Port Definitions Line Socket for supplied lead to connect to a telephone line Data 4 pin socket to connect to a modem FAX Headset port 4 pin socket for a headset Handset port For connection of supplied handset Power For connection of optional AC supply PCS 5 Technical Details Approval The product is CE compliant according to the European Directive...

Page 345: ... avoid touching the contacts General Dimensions mm 160 w x 225 d x 85 h Weight Kg 0 65 Environmental 0 to 40 C 85 Relative Humidity non condensing Port Definitions Line socket for supplied lead to connect to telephone line Handset port For connection of supplied handset Headset port 4 pin socket for a headset RJ 9 Voice Compression Card Technical Details The VCC 8CH is a plug in card that may be i...

Page 346: ...requires a peak to peak audio signal of around 4V This places some restrictions on the external device and in general the line out port of such a device is not capable of producing the required output levels In general the headphone or speaker outputs are more suited An external amplifier can be used to boost the signal of an external device accordingly Paging Port Adapter Technical Details The Pa...

Page 347: ...e and has low output levels This necessitates a high impedance input on the external device It is highly recommended to test each configuration before installation to ensure appropriate output levels are attained Trunk NT Mode Dongles These dongles are used to swap the transmit and receive pairs from the ISDN connector to allow a straight category 5 UTP cable to be used to connect to the slaved de...

Page 348: ... BRI Long Haul Cross over Dongle The long haul dongle should be used when the slaved device is further than 10m from the trunk connector The pin out is the same as the short haul dongle but the termination resistors change i e RJ45 connector pin out RJ45 Connector pin out 1 1 2 2 3 4 4 3 5 6 6 5 7 7 8 8 A 100 Ohm resistor is connected across pins 3 6 of the first RJ45 connector A 100 Ohm resistor ...

Page 349: ...l Technical Data Installation and Reference Manual v3 2 0410 6 343 7 7 8 8 i e no cable swaps A 100 Ohm resistor is connected across pins 3 6 of the RJ45 connector A 100 Ohm resistor is connected across pins 4 5 of the RJ45 connector ...

Page 350: ... withholds your number DHCP Dynamic Host Configuration Protocol DHCP is a communications protocol that lets network administrators manage centrally and automate the assignment of IP addresses in an organisations network Using IP each host on the network must be assigned a unique IP address Without DHCP the IP address must be entered manually at each computer and if computers move to another locati...

Page 351: ...s by every extension covered by the service without the assistance of an operator The caller line identification CLI or caller id of extensions for outgoing calls is often set to the extension DDI number but may be the organization s central switch board number Domain Characters Alpha numeric characters only no punctuation beginning with a letter DPNSS The Digital Private Network Signalling System...

Page 352: ...nt of code version of Directory Access Protocol DAP which is part of X 500 a standard for directory services in a network LDAP is lighter because in its initial version it did not include security features LDAP originated at the University of Michigan and has been endorsed by at least 40 companies Netscape includes it in its latest Communicator suite of products Microsoft includes it as part of wh...

Page 353: ...es and the transmission error rate The Common Open Policy Service COPS is a relatively new protocol that allows router and layer 3 switches to get QoS policy information from the network policy server Session Initiation Protocol SIP 2 0 Session Initiation Protocol SIP is a protocol for initiating modifying and terminating an interactive user session that involves multimedia elements in this instan...

Page 354: ...gits RFC 2833 Switch In telecommunications a switch is a network device that selects a path or circuit for sending a unit of data to its next destination A switch may also include the function of the router a device or program that can determine the route and specifically what adjacent network point the data should be sent to In general a switch is a simpler and faster mechanism than a router whic...

Page 355: ...ls 224 route external calls 224 route internal calls 224 test an auto attendant 224 timed option 223 automatic upgrade 266 back up a system 255 Bandwidth On Demand 249 blacklist a number Contacts 147 blind transfer glossary 344 BRI Long Haul Cross over Dongle 342 BRI Short Haul Cross over Dongle 342 broadcast glossary 344 broken dial tone 88 90 91 97 193 cable specifications RJ45 connections 328 t...

Page 356: ...r Display 128 Companies 157 DDI Plan entry 140 Departments Directory 128 157 Dept Bulk 129 display a directory 137 displaying a web page 136 Distribution Group 130 field descriptions 282 maximum number of calls 138 multiple changes 129 music on hold 179 Night Service 133 No Answer Time 130 Out of Hours Distribution Group 135 pick up a call 140 recording a call 232 renumbering extensions 129 route ...

Page 357: ...u 267 Internal Web Server 184 Intramodule Trunk 47 IP Address 28 PCS 100 57 PCS 410 400 57 PCS 570 560 53 PCS 580 53 Phone Module 43 Trunk Module 45 Voice Compression Module 46 IP Phone configuration 79 Sorted Lists 80 IP Routes 248 IPUser licence 35 hot desking 93 IPVirtualUser licence 35 creating a virtual user 96 ISDN ports 23 Trunks 159 LAN PWR port 11 LCR Plans 175 field descriptions 305 Trun...

Page 358: ...r configuration 83 technical data 336 upgrade 265 Wrap Up Time 139 PCS 410 400 8 changing park icons 108 connect remotely 58 Initial Configuration Boot Menu 268 install 55 IP address 57 password 56 power over ethernet 51 remote BLF 58 restricting user configuration 83 screen saver 80 technical data 334 upgrade 264 User Display Pref 83 Wrap Up Time 139 PCS 480 password 53 PCS 5 10 default Dial Plan...

Page 359: ...distributed phone modules 17 extension numbering 42 install 39 IP address 43 licences 35 password 42 technical data 327 328 time zone 30 upgrade 260 Phones field descriptions 316 Groups 124 pick up a call to a Group 128 pick up a call to a User 120 pick up a parked call 106 dial plan entries 107 Point to Point Protocol 248 CHAP 248 PAP 248 port definitions technical data 327 power down a Call Serv...

Page 360: ... 328 Voice Compression Card 339 weights 326 Telnet 270 using Setnet 269 time 30 Time Plans 148 Alternate Time Plan 150 Companies 157 Date Exception 150 enable disable 149 field descriptions 289 view Time Plan status 151 Time Zone 30 troubleshooting 250 admin access 252 back up a system 255 defaulting the database 254 ftp commands 253 Initial Configuration Boot Menu 267 log files 268 power down 255...

Page 361: ...Status 27 field descriptions 321 IP Addresses 29 43 45 47 53 57 Mailbox Licences 189 190 210 238 Modify Users 245 Sorted Lists 77 83 User Status 76 Voicemail GUIDs 237 Voicemail Status 238 Warnings 38 Virtual User creating a virtual user 96 licensing 35 96 Vision 14 237 Voice Compression Card 11 install 47 technical data 339 Voice Compression Module 6 configuration 46 install 45 Intramodule Trunk ...

Page 362: ...222 Voicemail GUIDs 237 Voicemail Ports 188 Voicemail Status 238 VXML Scripts 225 Voicemail Ports 188 Auto Attendant Server 222 Conference Server 188 Dial Plan 188 Extended Attendant 226 field descriptions 305 Music Server 178 Queue Message Server 220 Recording Server 232 Voicemail Server 188 volume level analogue port 49 VXML Scripts 225 default Menu Item 228 field descriptions 308 licensing 36 2...

Page 363: ......

Page 364: ... Hall Farm Business Centre Berry Lane Chorleywood Hertfordshire WD3 5EX Tel 01923 287700 Fax 01923 287722 Email info splicecom com Website www splicecom com SpliceCom Defining next generation communication ...

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