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Agent Registration when hook on

3.8.3 Agent Log Off

If agent would leave and log off, none of agent will answer calls then.

Agent Log Off:

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Содержание ZX20 SERIES

Страница 1: ...S IPPBX USER MANUAL V1 2 The information contained in this document is subject to change at any time without prior notification If you want to learn more info about our product please visit our web www zycoo com ...

Страница 2: ... a at t ti iio o on n n 7 3 1 Preparation Before Operation 7 3 2 Before Making a Call 7 3 2 1 Login IP PBX 7 3 2 2 Basic Configuration 9 3 2 3 Time Based Rules 11 3 3 Outbound Call 12 3 3 1 Trunks 12 3 3 4 Outbound Routes 15 3 4 Inbound Call 17 3 4 1 Inbound Routes 17 3 4 2 IVR 18 3 4 3 IVR Prompts 19 3 4 4 Ring Groups 20 3 5 Blacklist 21 3 5 1 Pickup Call 22 3 6 On The Call 23 3 6 1 Call Parking ...

Страница 3: ...word Advanced 51 6 4 Time Settings 53 6 5 Management 54 6 6 Data Storage 55 6 7 Backup 56 6 8 Upgrade 57 C C Ch h ha a ap p pt t te e er r r 7 7 7 O O Op p pe e er r ra a at t ti iin n ng g g I IIn n ns s st t tr r ru u uc c ct t ti iio o on n n 59 7 1 How to connect the ZX20 IP PBX to the Internet 59 7 2 How to combine two ZX20 IP PBX in the same network 59 7 3 How to combine two IPPBX in differe...

Страница 4: ...ce Do not drop knock or shake it Rough handling can break internal circuit boards Do not install the device in places where there is direct sunlight Also do not place the device on carpets or cushions It may cause fire or breakdown Avoid exposing the device to high temperature below 10 C or high humidity Avoid wetting the unit with any liquid Do not attempt to open it Non expert handling to the de...

Страница 5: ...efficiency ZX20 series IP PBX includes ZX20 A211 ZX50 A202 most of their features are same main difference is the interface please check the following table for details Model FXS FXO ZX20 A2 A211 1 1 A202 0 2 Main Features 30 SIP IAX2 registers Video Calls IP Phone Provisioning Multiple Language DID Direct Inward Dialing Number Support SKYPE for SIP Support USB disk recording Scalable Call Recordi...

Страница 6: ...k Time Protocol Support PoE 2 2 Hardware Structure Here we take ZX20 A202 as the sample to show the interface and the indicators 2 2 1 Back Panel 2 Analog Port RJ11 1 Network Interface RJ45 1 Power Interface DC 12V 2A 1 Reboot Button 2 2 2 Front Panel Mark Function Status Description PWR Power Status On Power On Off Power Off SYS System Status On System working ...

Страница 7: ...FXS channels Red FXO channels Off Failed 2 2 3 Hardware 32bit embedded RISC DSP 256M Onboard Nand Flash 64M Onboard SDRAM 2 2 4 Environmental Requirements temperature 10 C 45 C Storage temperature 30 C 65 C humidity 10 80 no dew Power AC 100 240V 2 2 5 Packing List ZX20 IP PBX 1 Unit Power Adapter 1 Unit Quick Start Guide 1 Piece Product Maintenance Card 1 Piece Network Cable 1 Unit ...

Страница 8: ...Address ZX20 Series IP PBX support 3 Ways to get the IP Address Static DHCP Default IP And Port of WAN WAN Port IP http 192 168 1 100 9999 Default configuration and function key Web GUI username admin Web GUI password admin 11 Play the IP Address of WAN port 12 Play the IP Address of LAN port 600 Enter into the Voicemail Box 900 Enter into the Meeting Blind Transfer 2 Attended Transfer Disconnect ...

Страница 9: ...se modify the username and password after you login You can modify in this page System Management 4 Generally based on the default setting if user didn t do anything in 1 min after login system will reflect it s over time If you want to continue operating please login again If username and password are right this following page will be displayed Network WAN Port IP and MAC will be displayed Storag...

Страница 10: ...ure Inbound Route IVR and Black List etc Advanced Configure extension s default info conference etc Status Check recording list call logs register status etc System Configure network time etc manage call logs back up files etc 3 2 2 Basic Configuration Configure Extensions ZX20 IP PBX support SIP IAX2 and analog extension support Batch Add Users configure extension from this page Basic Extensions ...

Страница 11: ... SIP to SIP calls Agent Check this option if this User or Phone is an Call Agent NAT Check this option if the User or Phone is located behind a NAT Network Address Translation enabled gateway Pickup Group Select your pickup group Delete VMail Voicemail will not be checkable by phone if you choose this option Messages will be sent by email only Note You must configure SMTP server for this functiona...

Страница 12: ...nd save based on the demo choose the extension file which you wanna upload You can download the extension file by click Download Extensions csv Extensions Log Click Extensions Log to check the extensions log you can refresh or clear the log 3 2 3 Time Based Rules You can set working time rule and after working time rule and deal with your inbound call based on this time rule Please set from this p...

Страница 13: ...ation How to deal with the inbound call in different time segment eg Inbound call will be forward to IVR in working time 3 3 Outbound Call 3 3 1 Trunks If you want to set up outbound call to connect to PSTN Public Switch Telephone Network or VoIP provider please configure on this page Basic Trunks ZX20 IP PBX support 3 kinds of trunks Analog line Custom VoIP Peer ...

Страница 14: ... Port 3 The third analog port of the PBX Prefix The prefix will be added as default when this trunk is used You can configure the Analog line through ZYCOO IP PBX Same Analog line couldn t be used in multiple trunks If you don t have available Analog GSM trunk you can t set up trunk 2 Custom VoIP Custom VoIP allows you to create a VoIP trunk please configure on this page Add a Trunk VoIP Trunk ...

Страница 15: ...ed Host Host Address provided by VoIP Provider Outbound proxy Outbound proxy is provided by VoIP Provider Proxy Port Proxy Port is provided by VoIP Provider Prefix The prefix will be added as default when this trunk is used Without Authentication If you don t use Authentication when connecting server pls check this option Username Username provided by VoIP Provider Password Password provided by Vo...

Страница 16: ...thentication If you don t use Authentication when connecting server please check this option Username Username provided by the other ZX20 IP PBX Password Password provided by the other ZX20 IP PBX Once a trunk is added this trunk will be displayed in the List of Trunk You can define the codecs configure advanced settings or delete this trunk from the drop downs of Option 3 3 4 Outbound Routes Outb...

Страница 17: ...IN which you need input when you dial out by this rule Record in CDR If you selected it CDR will show which pin the call is outbound through Place this call through Choose a trunk for this rule Failover Choose a failover trunk for using when the above chosen trunk is not available Dialing Rules Define the number match pattern for dialing Define a custom pattern N digit from 2 to 9 Z digit from 1 t...

Страница 18: ...roduce you how to deal with the inbound calls Please configure on this page Inbound Routes General When a call from a trunk Analog VoIP it could be forwarded to an extension call queue conference or IVR You can choose based on your requirement Analog Channel DID If you want to direct the inbound call from a trunk Analog to a specified extension call queue conference or IVR please configure on this...

Страница 19: ...fied extension call queue conference or IVR to be directed to call DOD Settings If you want to direct the inbound call from any trunks to a specified extension call queue conference or IVR please configure on this page Add DOD DOD Number This number is the caller s phone number it could be called from analog channel or VoIP GSM E1 T1 Line Associated Extension Choose a specified extension call queu...

Страница 20: ...ure in this page IVR Prompts Repeat Loops loop times to repeat playing the IVR prompt Dial other Extensions Allow caller to dial other extension besides of the ones listed as below Keypress Events Each digit will be related to the actions defined in the blank 3 4 3 IVR Prompts Record or play IVR music from extension Please configure on this page IVR Prompts Click Record a IVR Prompt to display the...

Страница 21: ...se click play and input extension number in the following diagram click confirm the extension will ring and play the IVR prompt after hang up Upload Prompts Zycoo PBX prompts support wav gsm format ulaw or alaw and the size is limited in 15MB 3 4 4 Ring Groups Ring Group is a collection of extensions When a call to a ring group all extensions in this ring group will ring in different way based on ...

Страница 22: ...g in order Ring Group Members Select ring group members in available channels click to add If not answered You can choose forward the call to extension extension Voicemail RingGroup IVR or Hangup 3 5 Blacklist If some numbers need to be blocked you can use this functionality Please configure in Blacklist click New Blacklist to display this dialog as below Input caller s number in the blank then th...

Страница 23: ... Black List 31 When the extension user input 31 blacklist number this number will be deleted from the Black List 3 5 1 Pickup Call If an extension user is away from his her desk other extension users can pickup the call by function key on the phone Please check the following diagram to learn Reference Parameters and Explanation of Pickup Calls Item Explanation 8 Pick up the ringing extension in th...

Страница 24: ...e diagram as below to learn Reference Parameters and Explanation of Call Park Item Explanation Extension to Dial for Parking Calls Default number is 700 It can be defined in Feature Codes What extension to park calls on Default number is 701 720 It can be defined in Feature Codes How many seconds a call can be parked for Default is 45 seconds It can be defined in Feature Codes 3 6 2 Transfer If an...

Страница 25: ... you use function key 2 it can be defined in Feature Codes Timeout for answer on attended transfer Default is 15 seconds it can be defined in Feature Codes 3 6 3 Conference If you wanted to create a conference room for some extension users or with external lines you can input conference room number 900 input conference room password 1234 Admin s password is 2345 then enter into conference room Thi...

Страница 26: ...nt Play hold music for first caller Check this option Asterisk will play Hold Music to the first user in a conference until another user has joined the same conference Enable caller menu Checking this option allows a user to access the Conference Bridge menu by pressing the key on their dialpad Announce callers Checking this option announces to all Bridge participants the joining of any other part...

Страница 27: ...conference Please check the following diagram to learn Go to conference In the conference admin can invite new guest extension user or external number into the conference Invite new guest 3 7 Settings before leaving office 3 7 1 Follow Me If you don t want to lose any call you can use this function Please click Follow Me New Follow Me ...

Страница 28: ...on Incoming call will be forwarded to internal extension Forward to an External Extension Incoming call will be forwarded to external number or mobile number Set Internal Extension Set an internal extension to pick up the call Select DialPlan Select DialPlan when forward the call to external number Set External Number Set external number like Mobile number 3 7 2 VoiceMail If you don t want to conf...

Страница 29: ... Password must be configured before using VoiceMail If no answer when default ring time is over the system will play and ask you to leave your message press to end recording If you configured email your voice message will be sent to your defined email Leave a message ...

Страница 30: ...dress in extension settings 2 You need configure SMTP and Email model in VoiceMail please check the details in the above chapter VoiceMail 3 8 Call Queue 3 8 1 Create Agent Check agent in the Extension Settings Advanced Options then assign agent and Ring Strategy in Call Queue please learn from the following configuration interface ...

Страница 31: ...t RRmemory RoundRobin with Memory and remember where it left off in the last ring pass Agents All the users who is defined as Agent will be shown here Selected agent will be a member of the current Queue Item Explanation Agent TimeOut s This option defines the time in seconds that an Agent s phone rings before the next Agent is rung eg 15 Auto Pause Pause an Agent if they fail to answer a call Wra...

Страница 32: ...ush them to Agents simultaneously Thus instead of completing one call to an Agent at a time the Queue will complete as many calls simultaneously to the available Agents Report Hold Time Check this option if you wish to report the caller s hold time to the agent member before they are connected to the caller Frequency s How often to announce queue position and estimated holdtime 0 to Disable Announ...

Страница 33: ...ZYCOO all rights reserved V3 2 32 Agent Registration when hook on 3 8 3 Agent Log Off If agent would leave and log off none of agent will answer calls then Agent Log Off ...

Страница 34: ...er Enable transfer feature key Enable Music On Ringback Enable music on Ringback Allow multiple extensions to be assigned to one analog phone Allow multiple extensions to be assigned to one analog phone Allow extensions to be Alpha Numeric SIP IAX users If extension is Alpha outside line can t call in but extension can call out SIP Enable this option if the User or Phone is using SIP or is a SIP d...

Страница 35: ...Click Options Global Analog Settings to see the following diagram Item Explaination Caller ID Detection For FXO trunk lines this option causes PBX to look for Caller ID on incoming calls Caller ID Signalling This option allows you to choose the type of Caller ID signalling to use Bell US Used in the United States DTMF Used for CallerID under DTMF mode eg Denmark Sweden and Netherlands etc V23 used...

Страница 36: ...end hang up or a busy signal Busy Count If Busy Detection is enabled it is also possible to specify how many busy tones to wait for before hanging up The default is 4 but better results can be achieved if set to 6 or even 8 Mind that the higher the number the more time that will be needed to hang up a channel but lower the probability that a false detection may occur Call Progress If turned on cal...

Страница 37: ...il application can leave for Operator by dialing 0 Message Format Choose the format of the voicemail messages in this selection box Maximum Messages Choose the maximum number of messages in this selection box Maximum message time min Choose the maximum duration of a voicemail message Message recording will be stopped when it s timeout Minimum message time s Choose the minimum duration of a voicema...

Страница 38: ...ation SMTP server In order to send e mail notifications of your voicemail Set the IP address or domain name of a SMTP server that your IP PBX may connect to eg mail yourcompany com Port The port number which the SMTP server running is generally port 25 If SSL is encrypted please use port 465 instead SSL TSL Enable use SSL TLS to send secure messages to server Enable SMTP Authentication If your SMT...

Страница 39: ... are sent to the Users e mail addresses as attachments Sender Name Display the Sender name when you receive a voicemail From Sender s email address Subject Subject of the mail Message The message pattern 4 3 Music Settings Management for music on hold music on ringback music on call queue Click Music Settings to display the dialog as below ...

Страница 40: ... the music file Files Display music in the music file or you can delete it Enter The Music File Name Input music file name which you want to upload GSM WAV format If it s WAV it must be accord with PCM 16 bits 8000HZ format TFTP Server IP address Please enter your TFTP server IP address Select Music Directory Select directory where the uploaded music file will be saved ...

Страница 41: ...ponse Timeout s The maximum amount of time it will wait before hanging up if the user has dialed an incomplete or invalid number Default is10 seconds Digit Timeout s The maximum amount of time permitted between digits when the user is typing in an extension Default is 5 seconds Extension for this DISA Optional If you want this DISA to be accessible by dialing an extension you can define an extensi...

Страница 42: ... this page Device List Select Device s to Page Duplex Paging is typically one way for announcements only Checking this will make the paging duplex allowing all phones in the paging group to be able to talk and be heard by all This makes it like an instant conference 4 6 Call Recording Call Recording is used for recording the defined extensions Click Call Recording New Call Recording to display the...

Страница 43: ...Record Check to record inbound calls Outbound Record Check to record outbound calls 4 7 Phone Book If incoming call was matched with the number in the phone book the incoming call will display the name of matched number Click Phone Book to display the dialog as below Search Input contact name to search Show All Show all contacts ...

Страница 44: ...a phonebook demo from Download Phonebook demo add and save information refer to the demo content choose the file what you want to uploaded from Upload Phonebook file You can download the phonebook file from Download Phonebook csv 4 8 PIN Set PIN Set will distribute one PIN Code to different extension user if you selected PIN Set on the Dial rule page in Outbound menu the extension user who has the...

Страница 45: ...V3 2 44 Pic 4 8 1 Add a PIN Set PIN Set Name Set the PIN Sets Name PIN List Enter a list of one or more PINs One PIN per line 4 9 Feature Codes Click Feature Codes to display the dialog as below you can define relevant parameter ...

Страница 46: ...again Pickup Extension Set Pickup Extension Pickup Specified Extension Set Pickup Specified Extension default dial 7 extension to pickup the extension Blind Transfer Allow unattended or blind transfers It works like this While on a conversation with A you dial the blind transfer key sequence The system says Transfer then gives you a dial tone while A is on hold You dial the transferee number B s n...

Страница 47: ...e or to hang up the current call and return to the conference yourself Create Conference While you speak with another party you can press 0 you and the callee are immediately transferred to conference Return to conference with participant The administrator can invite another person by pressing 0 when he she is in the conference When you press 0 you will get a dialtone to enter the number of part A...

Страница 48: ...ne for using please record the MAC extension number and username of each phone according to the format please take reference of the auto provision script file model for details then import the format file once the phone is connected to the local network it will get the extension number and password automatically There are two operation methods to fulfill this function please see details as below E...

Страница 49: ... register status etc 5 1 Recording List Check the record list of defined extension or conference you can delete the record list Click Recording List Extension and Conference will be displayed as below Extension List Interface Conference List interface 5 2 Call Logs Check call logs of extension by caller ID or callee ID Click Call Logs to display the dialog as below Call Logs Interface ...

Страница 50: ...tion meanwhile you must configure relevance parameters of polarity reversal in trunk configuration for the IP PBX 5 3 Register Status Check SIP IAX2 User and SIP IAX2 Trunk status Click Register Status to display the dialog as below 5 4 System Info Check OS version firmware version and memory etc from here Click System Info to display the dialog as below ...

Страница 51: ... Network And Country to display the dialog as below 名称说明 IP Assign Static DHCP are supported HTTP Port Set the http server port default is 9999 Remote Administration Enable Disable Access GUI through WAN port Tone Zone Settings Define the tone zone for home country or place 6 2 TroubleShooting You can ping other network device through ZYCOO IP PBX and track network route by command Traceroute Cli...

Страница 52: ...anced DHCP Server Settings ZX20 Series IP PBX support DHCP Click Network Advanced DHCP Server Settings to show the following diagram DDNS Settings After configure DDNS you can visit by domain remotely Click DDNS Settings to display the dialog as below ...

Страница 53: ...ately share information between remote locations or between a remote location and a business home network A VPN can provide secure information transport by authenticating users and encrypting data to prevent unauthorized persons from reading the information transmitted The VPN can be used to send any kind of network traffic securely ZX20 Series IP PBX support N2N and L2TP ...

Страница 54: ...TP Manual Time Set Item Explanation NTP Server Specify the NTP server that you wish to use You may type either the domain name or the IP address of the server and it may be either remote or local The default server is pool ntp org Be aware that the PBX needs to be able to connect to a NTP server for perfect function Time Zone Select your time zone so that the system will set time based on the time...

Страница 55: ...anagement Management Click Management to display the diagram as below Change Password You can change the password of admin here default password is admin Set Language Set voice language of the system And you can set the SIP Analog channel here by clicking Show Advanced Options Access Permit Click Access Permit to display the diagram as below ...

Страница 56: ...owed Click SIP Registered Allowed Add Permitted IP to define the allowed SIP user Input the permitted IP address IP address and network restriction eg 192 168 1 77 or 192 168 10 0 255 255 255 0 In the following diagram 192 168 1 100 is the allowed IP registered by SIP 6 6 Data Storage Upload the voicemail call recording conference call logs etc to the defined FTP server for storage ...

Страница 57: ...Name FTP account name Password FTP account password Directory Define a directory on the FTP server Note 1 Upload Voicemail Conference record Monitor and Call logs to the defined FTP Server automatically when flash storage is over 40 Then the history files will be removed out automatically 2 NOT upload in working time by default 6 7 Backup Backup Backup all the settings Click Backup to display the ...

Страница 58: ...ckup file to your PC Note Please don t change the backup file name Upload Backup File Click Upload Backup File to display the diagram as below 6 8 Upgrade Click WEB Upgrade to upgrade as below Choose the file to upload If you enabled Restore Default Settings the system will be restored to default after upgrading Click TFTP Upgrade to upgrade as below ...

Страница 59: ...ver and one upgrading file Run TFTP server you will see the following interface Go into the update page and upload firmware Enter the package name Enter TFTP Server IP address Click Update button to finish upgrading system package after entering the TFTP Server IP Then system will reboot automatically ...

Страница 60: ...fice access the public network through router you can put the IP PBX behind the router You should connect the WAN port of the IP PBX to the LAN ports of the router and you can also connect HUB or Switch to the LAN port of the IP PBX to enable some PC or IP Phone to access the public network 7 2 How to combine two ZX20 IP PBX in the same network We start combining two IP PBX in the same network and...

Страница 61: ...s to ZX20 A as extension 601 2 ZP302B registers to ZX20 B as extension 801 3 All the extensions under ZX20 A are in the format 6XX 4 All the extensions under ZX20 B are in the format 8XX 5 Extensions under ZX20 A can make calls to extension under ZX20 B with format 8XX 6 Extensions under ZX20 B can make calls to extension underZX20 A with format 6XX Step 1 Set up a peer 699 in ZX20 A In the page T...

Страница 62: ...rd 699 IAX2 Log on password Advance Options Select IAX protocol Step 2 Set up an IAX trunk in ZX20 B to connect to ZX20 A via this ZX20B Peer In the page Trunks Add a Trunk Step 3 Set Dial Rule in ZX20 B all calls starting with 6 will be sent to ZX20 A In the page Outbound Routes Add a Dial Rule ...

Страница 63: ...ZX20 A with 601 extension 3 801 call 601 And you can see 601 will ring and you can pick up the call Above is the way to route ZX20 B s call to ZX20 A Accordingly if you want to call from ZX20 A to ZX20 B continue as below Step 5 Set Dial Rule in ZX20 A all calls starting with 8 will be sent to ZX20 B Step 6 Set the user 801 and Dial Plan in ZX20 B Activate the change and apply the test 601 call 80...

Страница 64: ...he configuration is same as above guide 7 2 Combine two ZX20 IP PBX in the same network but use the public IP address as the HOST settings set as below In the page Trunks of ZX20 B Add a Trunk The general environment for two ZX20 IP PBX in different location and one or both two are behind router and using the private IP So we need to make port forwarding in the router and make ZX20 IP PBX reach to...

Страница 65: ...10 11 25 127 4569 will be forwarded to the ZX20 A 192 168 1 21 4569 Below is the setting page in a linksys router Step 2 Set up the Provider Host in ZX20 B Set up the service provider and calling rule in ZX20 B to make it register to ZX20 A This method is almost the same as above EXCEPT you need to use the 210 11 25 127 as the service provider instead of 192 168 1 21 Step 3 Set port forwarding in ...

Страница 66: ...oth ZX20 IP PBX and connect to each other rather than using the Port Forwarding in the router 7 4 How to resolve problems about hearing on one side only If your IP PBX is behind the Router you should build an IP Address Map to resolve this problem as below Advance Options Global SIP Settings NAT Support External IP Replace your external IP address as your public IP or domain External Host Replace ...

Страница 67: ... n n Z Z ZX X X2 2 20 0 0 Notice The fee of your business account must be more than 50 when you use the account first time 1 Sign in with the business account on this page https login skype com account login form intcmp sign in return_url https secure skyp e com account login 2 When you have signed in please click Skype Manager at the end of this page 3 Please click the button Features ...

Страница 68: ... a SIP profile Then you can create one sip account you need pay for 4 95 for one channel as monthly rent and you need input the register information to our VoIP trunk blank then you can register to skype server And you need assign money for outgoing calls then you can call out ...

Страница 69: ...ed V3 2 68 Note Skype Channel belongs to VoIP channel so any calls from Skype will be directed to the same destination of VoIP Then you can see the sip account information by clicking Authentications details Finish Thank You ...

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