VCX Administration Guide ™ ■ VCX V7000 IP Telephony Solution ■ VCX Telephones and Attendant Console ■ CDR Reporting Application Convergence Applications Suite System Release 7.1 Part Number 900-0383-01 Rev AF Published January 2007 http://www.3com.
3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064 Copyright © 2002–2007, 3Com Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.
CONTENTS ABOUT THIS GUIDE Conventions 12 Related Documentation Comments 14 1 13 VCX SYSTEM CONFIGURATION OVERVIEW Network-based Telephony 16 VCX Software Components 16 VCX Hardware Configurations 18 Single-Site Configurations 19 Multi-Site Configurations 19 VCX Configuration Tasks 21 About VCX Administrator Passwords 2 24 ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY Central Manager Overview 28 Accessing a VCX Site through the Central Manager 29 VCX Administrator Access Roles 31 Using the Graphi
Removing a Directory Reference on a Regional Office 42 Listing Regional Offices in a Global Directory 42 Configuring Data Collection Frequency 43 Manually Resynchronizing the Global Directory 45 Manually Loading a Global Directory Database 45 Uploading a User Directory to Multiple Regional Offices 46 Global Directory Requirements for Replicated Regions with Branch Offices 46 Searching for End Users through Global Directory 50 Locating Global Directory Log Files 52 3 CONFIGURING VCX USERS AND SERVICES A
Creating a Phone Profile 83 Editing a Phone Profile 91 Viewing Phone Profile Member Phones 92 Deleting a Phone Profile 92 Cloning a Phone Profile 93 Upgrade Considerations 94 Managing Phone Extensions 95 Accessing the Phones Page 96 Adding Phone Extensions 97 Modifying a Phone Extension 100 Deleting a Phone Extension 101 Managing User Phone Extensions 102 Assigning a Phone Extension to a User 102 Unassigning a Phone Extension 105 User Roaming Services 106 Modifying a User’s Phone Settings 107 Viewing Pho
Adding ERLs 131 Adding or Editing the Emergency Defaults 135 Deleting ERLs 136 Editing the IP Address Range of an ERL 136 Deleting IP Addresses from an ERL 137 Editing Emergency Numbers 137 Deleting Emergency Numbers from an ERL 138 Editing Emergency Gateway IP Addresses from an ERL 138 Deleting Emergency Gateway IP Addresses from an ERL 139 Editing Emergency Lines for an ERL 140 Deleting Emergency Lines from an ERL 141 5 CONFIGURING TELEPHONE COMMUNICATION SETTINGS 3Com Telephone Configuration 144 3Co
Adding Bridge Permission for an Extension 182 Mapping Bridged Extensions 184 Mapping a Bridged Extension on a Secondary Phone 7 185 CONFIGURING GLOBAL TELEPHONE FEATURES Configuring System Speed Dial Numbers 188 Adding a System Speed Dial Entry 189 Modifying a System Speed Dial Entry 191 Deleting a System Speed Dial Entry 192 Configuring Camp On Parameters 192 Mapping Features to Telephone Buttons 194 Dynamic Button Mapping Overview 194 Managing Button Mapping Templates 195 Mappable Features 203 Confi
Configuring the Message Waiting Indicator for Hunt Group Members 247 Using the Group Search Tool 249 9 CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES Configuring Dial Plans 254 Adding Dial Plans 254 Editing Dial Plan Names 257 Changing the Dial Rules Associated with a Dial Plan Deleting Dial Plans 257 Configuring Dial Rules 258 Adding Dial Rules 258 Deleting Dialing Rules 260 Configuring Patterns (USERS) 260 Adding Patterns 261 Editing Patterns 263 Deleting Patterns 263 Configuring Number Translation
Adding Routes 297 Editing Routes 299 Deleting Routes 299 Assigning End Points to Routes 299 Editing Priorities of End Points Assigned to a Route Removing an End Point Assigned to a Route 301 Assigning an OutDial Pattern to a Route 302 Unassigning an OutDial Pattern for a Route 303 Managing Route Plans 304 Adding a Route Plan 305 Using the Route Plan Wizard 308 Editing a Route Plan 312 Deleting a Route Plan 313 Managing OutDial Patterns 313 Adding OutDial Patterns 314 Editing OutDial Patterns 315 Deleting
Understanding Translation Algorithms 328 Adding a Number Translation Pattern 329 Editing Number Translation Patterns 332 Deleting Number Translations 333 11 CONFIGURING THE CALL REPORTS APPLICATION Call Detail Records Overview 336 Accessing the Call Reports Application 337 Downloading CDR Data 338 Retrieving VCX CDRs Manually 338 Retrieving VCX CDRs Automatically 338 Managing the CDR Display and Generating Reports Changing Configuration Preferences 339 Uninstalling the Call Reports Application 342 IN
ABOUT THIS GUIDE This guide describes how to configure 3Com® VCX IP Telephony Solution software. VCX software runs on either the 3Com V6000 or 3Com V7000 server platforms.
ABOUT THIS GUIDE Conventions Table 1 and Table 2 list conventions that are used throughout this guide.
Related Documentation Related Documentation 13 These 3Com documents contain additional information about the products in this release that are a part of or support the 3Com Convergence Applications Suite.
ABOUT THIS GUIDE The following documents provide information on products that support this release: Enterprise Management Suite ■ Enterprise Management Suite Getting Started Guide, Version 2.3 ■ Enterprise Management Suite User Guide, Version 2.3 ■ Enterprise Management Suite 2.3 for VCX 7.1 User Guide Digital Gateways ■ V7122 and V6100 Digital User Guide, Version 4.8 ■ V6100 Digital Fast Track Installation Guide, Version 4.8 ■ V7122 Digital Fast Track Installation Guide, Version 4.
1 VCX SYSTEM CONFIGURATION OVERVIEW The 3Com® VCX IP Telephony Solution delivers reliable, highly-scalable, comprehensive standards-based IP telephony for large enterprises. This chapter provides an overview of the VCX™ system and the steps required to enable devices to communicate in a VCX environment.
CHAPTER 1: VCX SYSTEM CONFIGURATION OVERVIEW Network-based Telephony The VCX IP Telephony Solution (referred to in this guide as the VCX system) merges telephony with networking by delivering business telephone service over a data network. The VCX architecture provides a distributed call processing system using the SIP signalling protocol to establish voice, video, and text sessions between SIP phones and other SIP-compatible devices.
VCX Software Components ■ 17 Authentication and Directory Service — Performs the following tasks: ■ Authentication: Authentication (for example, validating a username and password) Authorization (for example, verifying a user is allowed to make an international call) User-specific routing or translation (for example, processes a personal speed dial number) ■ Directory (routing and translation functions): The routing function identifies, selects, and prioritizes all the possible routes for a given call
CHAPTER 1: VCX SYSTEM CONFIGURATION OVERVIEW Table 3 VCX Software Configuration Options Standard Software Configurations Software Service IP Telephony and IP Messaging Call Server Server Authentication IP IP Call and Telephony Messaging Directory Records Server Server Server Server Call Processor Yes Yes Yes SIP Downloader Yes Yes Yes Authentication and Directory Services Yes Accounting Services Yes Yes Yes Provisioning Services Yes Yes Yes Common Agent Yes Yes Yes IP Messagin
VCX Hardware Configurations 19 There are two basic configuration options, single-site and multi-site systems. The hardware servers in each option type run the VCX operating system. Currently supported hardware platforms include: ■ V7000-series systems with IBM X306m or IBM X346 servers ■ V6000 Integrated Branch Communications servers ■ V6100 Integrated Branch Communications servers The next two sections describe typical examples of single-site and multi-site configurations.
CHAPTER 1: VCX SYSTEM CONFIGURATION OVERVIEW ■ ■ ■ One or two servers running the IP Messaging services configuration. The number of servers depends on whether the branch offices are configured with IP Messaging services or obtain that service from the regional office.
VCX Configuration Tasks VCX Configuration Tasks 21 This section describes the basic tasks you must perform to create users, assign each user a phone, and enable communication between the phones. This section assumes that VCX software has been successfully installed, your network is functioning normally, and that you understand your VCX system configuration (single-site or multi-site). Communication in a VCX system is based on the Session Initiation Protocol (SIP).
CHAPTER 1: VCX SYSTEM CONFIGURATION OVERVIEW Table 4 VCX Basic Configuration Steps (continued) Step 4 Define end points.1 5 Add routes.1 Purpose Reference An end point is a device to which a call may be sent. End points include the VCX Call Processors (primary and secondary) that process local (network) calls, gateways that process out-of-network calls, and IP Messaging servers that manage voice mailboxes. Managing End Points A route includes one or more end points.
VCX Configuration Tasks 23 Table 4 VCX Basic Configuration Steps (continued) Step Purpose Reference 13 Assign a phone to each user. Phone assignment includes specifying the phone extension, password, voicemail and MOH access number, TOS, COS, and dial plan. Managing Phone Extensions 14 Configure each telephone through its Local User Interface (LUI). 3Com Telephone Configuration Programs the phone with an extension.
CHAPTER 1: VCX SYSTEM CONFIGURATION OVERVIEW About VCX Administrator Passwords Access to the VCX Administrator Provisioning application through a web browser requires logging in using the appropriate username and password. The application includes four levels of access. Each access level is also referred to as an administrative role. The username and default password for each access level (role) is shown in Table 5.
About VCX Administrator Passwords 25 When prompted to apply the changes and restart Tomcat, you must enter Y (uppercase Y). Any other entry (for example, lower case y or “yes”) will cancel the changes.
CHAPTER 1: VCX SYSTEM CONFIGURATION OVERVIEW
2 ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY The Central Manager is a web portal that provides access to the VCX Administrator provisioning application interface, the IP Messaging provisioning application, and the Global Directory. This chapter includes the following topics: ■ Central Manager Overview ■ Accessing a VCX Site through the Central Manager ■ The Global Directory Be sure to set your web browser preferences so that the cache is updated whenever you modify or view a new web page.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY Central Manager Overview The Central Manager enables VCX system administrators to manage VCX system components using a web browser (Internet Explorer 6.0 or higher). You can use the Central Manager to access the following management options: ■ The VCX Administrator provisioning application interface allows you to manage regional and branch office VCX servers. This enables management of VCX servers anywhere in your VCX network.
Accessing a VCX Site through the Central Manager 29 You can determine the IP address of the server hosting the Authentication and Directory service (or any VCX service) by logging in to the VCX primary call processor using the root account and entering the following command: vcx-config-services --show Once you log in (see Accessing a VCX Site through the Central Manager), the Central Manager displays links that allow you to launch either VCX Administrator provisioning application or the IP Messaging Admi
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY Figure 1 3Com VCX V7000 Main Page 2 Click Central Management Console. The Central Manager login page appears, see Figure 2. Figure 2 Central Manager Login Page 3 Log in to the Central Manager using your assigned username and password. The default usernames and passwords are described in About VCX Administrator Passwords. There are four usernames that correspond to four VCX administrator roles. See VCX Administrator Access Roles.
Accessing a VCX Site through the Central Manager 31 Figure 3 Central Manager Site Page 4 Select one of the following options: ■ To access the VCX Administrator provisioning application start page for either a regional or branch office, click the office you want to manage in the Site Name column. ■ To access the IP Messaging provisioning application start page for an IP Messaging server, from the IP Messaging Server column, click the server you want to manage.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY Figure 4 VCX Administrator Provisioning Start Page The main menu options include: ■ USERS — Enables you to manage users, groups of users, and telephone features using the menu options shown on the left side of Figure 4. These topics are described in Chapter 3 through Chapter 9. The USERS main menu option is available with the following application access roles: ■ The admin role allows access to all menu options.
Accessing a VCX Site through the Central Manager 33 Groups, Call Pickup Groups, Attendant Console, and Media Access Control). ■ DIRECTORY — Enables you to configure communication services (for example, manage routes and end points). See Chapter 10. The DIRECTORY main menu option is available with the following application access roles: ■ The admin role allows access to all menu options. ■ The dir role allows access to all menu options.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY Using the Graphical User Interface This section describes the common set of interface options used on VCX provisioning pages. Some pages display currently configured values. For example, Figure 5 shows the Phone Book page, which lists every user and extension configured on the server.
Accessing a VCX Site through the Central Manager 35 On pages that accept configuration information, fields marked with an asterisk ( * ) indicate required fields. For example, Figure 6 shows the Add User page. The asterisk preceding the First Name field indicates you must enter a field value. The Title field does not have an asterisk, indicating that this field is optional. If you skip a required field and click Save, the interface displays a warning indicating you cannot omit a required field.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY (end user or administrator) session terminates. To start a new session, the user must log in again. You can modify the web session timeout value if you want to shorten or lengthen the time users are allowed to maintain an inactive session. Note that changing this value requires stopping and restarting the Tomcat server, which will terminate any active web sessions.
The Global Directory Modifying Site Names through the Central Manager 37 You can change the site name of regional and branch offices using the Central Manager. To edit a site name: 1 Access the Central Manager (see the previous section, Accessing a VCX Site through the Central Manager). The Central Manager page appears. 2 Click Modify. The regional and branch office site name fields become editable. 3 Modify a site name by editing the field value in the Site Name column. 4 Click Save.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY Figure 7 Global Directory Page Each regional office has its own local user directory. This local directory includes, by default, all the users provisioned on the region and also all the users provisioned on each branch office (if any) associated with the regional office. In this case, regional users and branch users are included in the local directory because the regional database and the branch databases are automatically replicated.
The Global Directory 39 For example, it is possible to have three regional offices (Boston, Chicago, and Los Angeles) and not allow any of them to see the other’s user directory. It is also possible to set up a global directory at the Boston regional office that includes the users in Chicago, but not allow the Chicago regional office see Boston’s user directory. You, the administrator, have complete control over how you want the user directories to be visible. To run the config.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY The following example adds the Chicago user directory to the Boston regional office: 1 Log on to the primary VCX server in Boston using the cworks account and enter these commands: cd /opt/3com/VCX/vcxdata/globaldir/bin ./config.sh 2 At the prompt, enter 101. The Enter the Primary ROSCA IP Address or Hostname prompt appears.
The Global Directory 41 automatically or manually (see Manually Resynchronizing the Global Directory on page 45). Updating a Directory Reference on a Regional Office Use this option to update the IP address or hostname entry for a regional office. In the following example, the IP address for the Chicago office has changed so the Boston office must be updated. 1 Log on to the primary VCX server in Boston using the cworks account and enter these commands: cd /opt/3com/VCX/vcxdata/globaldir/bin ./config.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY automatically or manually (see Manually Resynchronizing the Global Directory). Removing a Directory Reference on a Regional Office You can remove a regional directory from a regional office if the regional office moves, is closed, or if you no longer want users to see that directory. When you remove a regional user directory database, only the reference to that database is deleted from the specified server.
The Global Directory 43 To list all of the peer regional offices whose user directories can be viewed on the Boston office: 1 Log on to the primary VCX server in Boston using the cworks account and enter these commands: cd /opt/3com/VCX/vcxdata/globaldir/bin ./config.sh The SELECT OPERATION prompt appears. 2 At the prompt, enter 103. The config.sh script lists the details for the Chicago and Los Angeles regional offices. 3 Press Enter.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY ■ Every phone configured on that regional office ■ Every remote regional office for which it is configured to collect user directory data. By default, data collection happens every six hours (360 minutes). 3Com Corporation recommends that, if you have more than one regional office, you configure your data collection frequency to occur at least three times a day to ensure the databases are synchronized.
The Global Directory 45 To configure the data collection frequency on a branch office: 1 Log on to the primary VCX server of the branch office using the cworks account and enter these commands: cd /opt/3com/VCX/vcxdata/globaldir/bin ./config.sh 2 At the prompt, enter 105. 3 At the prompt, enter (in minutes) the frequency at which you want the data collection to occur. You are returned to the main menu.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY In the previous section (Manually Resynchronizing the Global Directory), the global directory at the Boston office was resynchronized. To manually load this updated global directory database, log on to the primary VCX server in Boston using the cworks account and enter these commands: cd /opt/3com/VCX/vcxdata/globaldir/bin ./forceGDBLoad.
The Global Directory 47 For example, Boston (R1) has two branch offices (R1B1 and R1B2) Chicago (R2) has two branch offices (R2B1 and R2B2). Database replication is enabled between R1 and R2. ■ The global directory on R1 includes users provisioned on R1, R1B1, R1B2, and R2. ■ The global directory on R2 includes users provisioned on R2, R2B1, R2B2, and R1. Notice that the branch offices associated with the remote region are not included.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY The Re-type Password prompt appears. 8 Reenter the password for the cworks account after the asterisks (*). The Enter the Global Directory Input Path at ROCSA [/opt/3com/VCX/vcxdata/db/export] prompt appears, which lists the default path to the location of the regional user directory common file. 9 Press Enter. 3Com does not recommend changing this default directory path. 10 Press Enter to return to the main menu.
The Global Directory 49 To configure global directory redundancy at a branch office (R1B1 in this example): 1 Log on to the VCX branch server (R1B1) using the cworks account and enter these commands: cd /opt/3com/VCX/vcxdata/globaldir/bin ./config.sh 2 At the prompt, enter 101. The Enter the Primary ROSCA IP Address or Hostname prompt appears. 3 Enter the hostname or IP address of the primary server at the local regional office (in this example, R1).
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY 12 At the system prompt, enter the following command to reload the configuration: ./reload.pl Searching for End Users through Global Directory This section describes how to use the Global Directory to search for users regardless of location. To search for end users using the Global Directory: 1 Access the Central Manager page (see Accessing a VCX Site through the Central Manager).
The Global Directory 51 Figure 9 Global Directory Search Criteria Page 3 You can search for end users using five criteria: last name, first name, extension, site ID, or site name. You can use one or more of these criteria to narrow your search results. You can truncate search criteria, and entries are not case-sensitive. For example, you can enter “it” instead of Smith for the last name. All last names containing the sequence “it” are returned.
CHAPTER 2: ACCESSING THE CENTRAL MANAGER AND GLOBAL DIRECTORY Figure 10 Global Directory Search Criteria Results Locating Global Directory Log Files Any modifications to the global directory using the global directory configuration tool are captured log files that are located in the /opt/3com/VCX/vcxdata/globaldir/log directory. The files are listed in this format: globaldirmenu_ROCSA_.log Example: globaldirmenu_ROCSA_200502031446.log.
3 CONFIGURING VCX USERS AND SERVICES This chapter provides information on how to add, edit, clone, and delete users through the VCX Administrator web provisioning application. The chapter also provides information on managing the user environment through Class of Service (CoS) and Type of Service (ToS) configuration.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Accessing User Options You can use the VCX Administrator provisioning application to manage user profiles, and to assign one or more telephones to each user. These provisioning options are available through menu options available on the USERS interface. To access the USERS interface: 1 Access the office location for the user you want to add (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears.
Accessing User Options 55 By default, the USERS interface displays the Users page, which lists the currently configured users. See Viewing All Users for a description of the Users page. The menu options for the USERS interface appear on the left side. These options allow you to: ■ ■ ■ ■ ■ ■ Manage user profiles, configure a Class of Service and configure a Type of Service. These topics are described in this chapter.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Table 6 Users Page Information (continued) Configuring User Profiles Adding a User Profile Column Description Sample Content Name Specifies the first, middle, and last names of a user. John T. Smith E-mail Specifies the user’s e-mail address. jtsmith@3com.com User Name Specifies the username used to access jtsmith the VCX User web interface, and provides a link which allows you to edit the personal information for the user.
Configuring User Profiles 57 ■ Personal Information — Identifies the user. ■ Phone Features — Specifies the language and font size used on the user’s telephone LCD Display Panel. ■ Web Login Information — Specifies the username and password required for access to the VCX User web interface. Figure 12 Add User Page All fields marked with and asterisk ( * ) are required.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Table 7 Adding Personal Information (continued) Field Description E-mail Enter the user’s e-mail address. 4 In the Phone Features section, enter the required information using Table 8 as a guide: Table 8 Configuring Phone Language and Font Size Field Description Options Phone Language Allows you to specify the Select a language language used to display menu from the drop-down options and prompts in the LCD list box.
Configuring User Profiles Table 9 Configuring Web Login Information Field Description Weblogin User Name The web login name defaults to the first letter entered for First Name and up to seven letters entered in the Last Name field. For example, if the First Name field value is Pedro and the Last Name field is Martinez, the default web login name is pmartine. Note that the default login name is lowercase regardless of the capitalization used in the First Name and Last Name fields.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Figure 13 Edit User Address Page 3 Enter user address information using Table 10 as a guide: Table 10 Adding Address Information Field Description Example Street-1 Enter the first line of the user’s street address. 1234 University St. Street-2 Enter the second line of address information. Use this field for apartment/unit numbers or P.O. Box numbers. P.O. Box 5678 City Enter the user’s city name.
Configuring User Profiles 61 Figure 14 Search Users Page 2 Use the following fields (not case-sensitive) to enter search criteria: ■ Phone Address — Search using a phone extension assigned to a user. ■ First Name — Search using a user’s first name. ■ Last Name — Search using a user’s last name. ■ Weblogin User Name — Search using the username assigned to a user. ■ Group Name — Search using the name of the group. ■ Group Address — Search using the extension assigned to a group.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Figure 15 Search for a User Figure 16 shows the search results for the criteria shown in Figure 15. Figure 16 User Last Name Search Results Several last names satisfied the search criteria. Notice that the search results list all users whose last name includes the letter “L” (uppercase or lowercase), including members at remote sites (indicated by an * next to the phone address). The results also show group membership.
Configuring User Profiles Editing User Profiles 63 You can modify profile information for an existing user. To edit a user profile: 1 In the USERS menu, click Users. The Users page appears. 2 In the Name column, click the name of the user whose profile you want to edit. The Edit User page appears. 3 Modify the fields as required. See the tables in Adding a User Profile for field information. 4 Click Save. The Users page reappears and the changes are saved.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Deleting One User To delete one user: 1 In the USERS menu, click Users. The Users page appears. 2 Click Delete in the Actions column of the user you want to delete. The Users page refreshes, showing the new list of users. Deleting Multiple Users To delete multiple users: 1 From the Users page, enable the check box preceding each user you want to delete. 2 At the top of the Users page, click Delete Selected.
Configuring Class of Service 65 Figure 17 Phone Book Page Configuring Class of Service When you create a phone extension, you assign the extension to a phone profile (see Managing Phone Extensions). A phone profile includes a set of common phone attributes, including a Class of Service (CoS). A CoS determines the incoming and outgoing phone numbers a phone is allowed to dial or receive. Each Class of Service includes one or more elements. Each element includes one or more dialing patterns.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Your VCX system includes several preconfigured Classes of Service. You can modify an existing CoS or create a new one. In addition, you can create CoS elements and add them to an existing CoS, or you can modify existing CoS elements. Note the following additional CoS considerations: Adding a Class of Service ■ Emergency calls (such as calls to 911) are not subject to CoS restrictions and cannot be blacklisted.
Configuring Class of Service 67 Figure 18 Class of Services Page 2 In the Enter the name of new Class of Service field, enter a unique name to identify the new Class of Service. 3 Click Add. The Class of Services page refreshes and lists the new Class of Service. 4 In the Name column, click the name of the new Class of Service. The Class of Service - Elements page appears.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES 8 For each Class of Service, Trunk to Trunk Transfer and Forward to Trunk dialing can be configured. ■ Trunk to Trunk Transfer — If enabled, users are allowed to transfer a call from outside the phone system (from a PSTN) to somewhere else outside the internal phone system. For example, if phone A (located on the PSTN) calls phone B (located on the VCX system), phone B can forward the call to phone C (located on the PSTN).
Configuring Class of Service 69 To delete a CoS element: a In the Name column, locate the element you want to delete. b In the Action column, click Unassign. To enable inbound or outbound calls for a CoS element: a In the Name column, locate the element containing the calling pattern you want to allow. b For inbound calls, ensure that the value Whitelist appears in the Inbound column. c For outbound calls, ensure that the value Whitelist appears in the Outbound column.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Deleting a Class of Service You can delete a Class of Service as long as the CoS is not currently in use. The VCX Administrator interface will not allow you to delete a CoS assigned to a telephone extension. To delete a Class of Service: 1 In the USERS menu, click Class of Service. The Class of Services page appears. See Figure 18. 2 In the Actions column of the CoS you want to delete, click Delete. A prompt appears asking you to confirm the delete action.
Configuring Class of Service Elements 71 Figure 19 Class of Service - Elements Page 2 In the Enter name of new element field, enter a name to identify the new element. Use alpha-numeric characters only; do not use ( or ) (parentheses) or other special characters. 3 Click Add. The Elements page refreshes and the new element appears in the list. 4 In the Name column, click the new element to associate one or more dialing patterns with the element. The Element - Patterns page appears.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Figure 20 Element - Patterns Page 5 You can add a pattern by: ■ ■ Entering a pattern in the Enter pattern value you want to add to element field. Selecting a pattern from the drop down list. 6 Click Add. The Element - Patterns page refreshes and the new pattern is listed. Continue to add as many patterns as you want to associate with the element.
Configuring Type of Service ■ 73 To add a new pattern: Enter a pattern in the Enter pattern value you want to add to element field and click Add. Or, Select a pattern from the drop-down list and click Add. 3 The Element - Patterns page refreshes showing the current list of patterns for the element. Configuring Type of Service When you create a phone extension, you assign the extension to a phone profile (see Managing Phone Extensions).
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Adding a Type of Service ■ Features that were in the old ToS but are not in the new ToS are removed and configuration information is deleted. ■ Button mapping on each phone will be reset according to the new ToS and its corresponding button mapping template. This means that any user customized button mapping will be lost when the new ToS is applied. To add a Type of Service: 1 In the USERS menu, click Type of Service. The Type Of Services page appears.
Configuring Type of Service 75 Figure 22 Edit Type of Service Page 5 Select the default button mapping template you want to assign to this Type of Service. You can select one template for each 3Com Business telephone (Models 3102 and 2102) and one for the Manager’s telephone (Model 3103). 6 Add features to the Type of Service. Call Forward Universal and Speed Dial are automatically included, however you can remove either feature by clicking Unassign. a Select a feature from the drop-down list.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES If you do not select a feature in step 6 that is mapped to a button in one of the selected button mapping templates, there will be a mismatch between the template the Type of Service. You must ensure that the Type of Service includes all features that are mapped to buttons in a selected button mapping template. Table 11 lists the calling features you can make available for phones assigned to a ToS.
Configuring Type of Service 77 Table 11 Calling Features for Phones (continued) Calling Feature Description Caller Identity This feature blocks caller identity information (user name and phone extension) from appearing on called party’s LCD Display Panel. This feature can be enabled for all calls or for the next call only. ■ The feature code to block caller ID for all calls is *889. ■ The feature code to block caller ID for the next call only is *890.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES Table 11 Calling Features for Phones (continued) Calling Feature Description Silent Monitor and Barge In The Silent Monitor and Barge In features are typically used in call centers to allow supervisors to listen to (monitor) and optionally join (barge in) a conversation between an agent and a customer to ensure proper customer support. Unless the supervisor barges in, neither the agent nor the customer are aware that the supervisor is monitoring the call.
Configuring Type of Service Editing Type of Services 79 To edit the features assigned to a Type of Service: 1 In the USERS menu, click Type of Service. The Type Of Services page appears. See Figure 21. 2 In the Name column, click the name of the Type of Service you want to modify. The Edit Type of Service page appears. See Figure 22.
CHAPTER 3: CONFIGURING VCX USERS AND SERVICES
4 ADDING VCX TELEPHONES AND ATTENDANT CONSOLES This chapter describes how to add, delete, and modify telephone profiles and extensions. It describes how to assign an extension to a user and how to configure an attendant console.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Accessing the User Configuration Interface You can use the VCX Administrator provisioning application to manage telephone profiles and extensions, configure an attendant console, and configure emergency services. Configuration pages for these tasks are available through menu options available on the USERS interface.
Managing Phone Profiles 83 The menu options for the USERS interface appear on the left side. These options allow you to: ■ ■ ■ ■ Manage user profiles, configure a Class of Service, and configure a Type of Service. See Chapter 3. Manage telephone profiles and extensions, configure an attendant console, and configure emergency services. These topics are described in this chapter. Manage phone features (for example, call forwarding) for a user. See Chapter 6.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES any phone extension that does not fit in a more specialized profile. Designating a phone profile as the default is not required. However, because all phones must be associated with a phone profile, you must create at least one profile. To create a phone profile: 1 In the USERS menu, click Phone Profiles. The Phone Profiles page appears listing all current profiles. 2 Click Add Phone Profile. The Add Phone Profile page appears. See Figure 24.
Managing Phone Profiles 85 Figure 24 Add Phone Profile Page 3 Enter the required field information using Table 12 as a guide. Table 12 Add Phone Profile Field Descriptions Field Description Name Enter a unique name for the phone profile, for example, “Sales Mgrs” or “NY branch8”. Description Enter a description of the phone profile, for example, “Regional Sales Managers”.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Table 12 Add Phone Profile Field Descriptions (continued) Field Description Primary Call Processor Enter the IP address of the primary call processor. This can be a regional primary call processor or a branch primary call processor. If the server you are logged in to includes the Call Processor service (for example, an IP Telephony server), this field displays the primary call processor IP address by default.
Managing Phone Profiles 87 Table 12 Add Phone Profile Field Descriptions (continued) Field Description Display Name Format Determines how a caller is identified on the Display Panel of the called phone. The following format options are available: ■ UNCHANGED — The Display Panel shows the caller’s name as specified in the Display Name field in the Add Phone page (see Adding Phone Extensions).
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Table 12 Add Phone Profile Field Descriptions (continued) Field Description Local Time Zone Specifies the time zone of where the server is located. Field options preceded by [x} indicate time zones that support Daylight Savings Time adjustments. Observe Daylight Savings Check this box if the time zone you selected observes Daylight Savings Time.
Managing Phone Profiles 89 Table 12 Add Phone Profile Field Descriptions (continued) Field Description Inside Ring Tone Specifies the ring tone users hear for phone calls that use Caller ID and originate from within the VCX system. Private Ring Tone Specifies the ring tone users hear for phone calls that do not use Caller ID and originate from within the VCX system. Outside Ring Tone Specifies the ring tone users hear for phone calls that originate from outside the VCX system (the PSTN).
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Table 12 Add Phone Profile Field Descriptions (continued) Field Description Call Center Names Identifies all of the Call Centers the end user should be assigned to. If there are multiple Call Centers for a user; separate each Call Center with a comma. Call Fallback When checked, Call Fallback is enabled. Call Fallback works with the call coverage setting configured for a phone.
Managing Phone Profiles 91 4 Click Save. The Phone Profiles page appears and the new profile is listed. You can now add phones to your VCX system and assign them to the phone profile (see Managing Phone Extensions). Editing a Phone Profile You can modify the settings in an active phone profile. This allows you to correct profile errors or update settings for a group of phones in one step.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES 4 Click Save. The Phone Profiles page appears and the new profile is listed. Viewing Phone Profile Member Phones You can view all the phones assigned to a phone profile. To view phone profile member phones: 1 In the USERS menu, click Phone Profiles. The Phone Profiles page appears listing all current profiles. See Figure 25. 2 Click Members in the Actions column for a phone profile. The Phone Profile - Member Phones page appears. See Figure 26.
Managing Phone Profiles ■ 93 To remove member phones from a phone profile so you can delete the profile: a In the USERS menu, click Phones. b Click the extension of a member phone. c On the Edit Phone page, use the Phone Profile drop down list to select a different profile. d Click Save. e Repeat these steps for each phone profile member. You cannot delete the default phone profile. You can, however, remove the default phone profile designation and then delete the profile. See Table 12.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES The Add Profile page appears with all fields completed. See Table 12 for a description of each field. 3 Rename the profile and change other field values as required. 4 Click Save. The Phone Profiles page appears and the new phone profile is listed. Upgrade Considerations Phone profiles are a new feature in VCX v7.1.
Managing Phone Extensions 95 Source-Based Routing with Direct Requestors VCX v7.0 allowed you to set up source-based routing that included direct requestors (see Managing Route Plans). A direct requestor could be based on a dialing domain. The VCX v7.1 upgrade procedure creates one or more phone profiles based on data configured for phones in the VCX v7.0 system. One data element used by the upgrade procedure is the default dialing domain. In VCX v7.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Accessing the Phones Page You add, edit, or delete phone extensions on the Phones page. To access the Phones page, click Phones on the USERS menu. The Phones page appears. See Figure 27 Figure 27 Phones Page You can use this page to perform the following tasks: ■ Add one or more phone extensions. Click Add Phone and see Adding Phone Extensions. ■ Modify phone extension settings.
Managing Phone Extensions 97 ■ View and modify user information. Click a name in the User Name column and see Configuring User Profiles. ■ Modify the MAC address associated with the phone extension if configured. Click an address in the MAC column and see Configuring Media Access Control. ■ Prevent anonymous calls from reaching users. Click Call Restrictions in the Actions column and see Adding Anonymous Call Restrictions.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES To add a one or more phone extensions: 1 In the USERS menu, click Phones. The Phones page appears. 2 Click Add Phone. The Add Phone page appears. See Figure 28. Figure 28 Add Phone Page 3 Enter the required field information using Table 13 as a guide. Table 13 Add Phone Page Field Descriptions Field Description Number of Phones to Create Enter the number of phone extensions you want to create. The default is 1 extension.
Managing Phone Extensions 99 Table 13 Add Phone Page Field Descriptions (continued) Field Description Starting Phone Extension Enter the phone extension for the phone you want to add. Each phone extension must be unique within the entire VCX system, including all regional and branch offices. Note: Valid extensions are determined by the dial plan you have configured for this site. See Adding Dial Plans.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Table 13 Add Phone Page Field Descriptions (continued) Field Description Location Specifies the value shown when a user lists phones in the LCD directory. You can provide specific information you want listed such as geographic location or building name.
Managing Phone Extensions 101 Figure 29 Edit Phone Page 3 Edit field information as required using Table 12 as a guide. Note that not all the fields described in Table 12 appear on the Edit Phone page. The following field does not appear on the Add Phone page or in Table 12: ■ Status — Indicates the status of the phone, either Enabled or Disabled. A user can only make calls on a phone if it is enabled. When you create a phone extension, it is disabled by default.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES To delete one or more phone extensions: 1 Access the Phones page (see Accessing the Phones Page). 2 You can delete one or more phone extensions: ■ ■ To delete one extension, click Delete in the Actions column for the extension you want to remove. To delete multiple extensions, enter a check mark in the check box preceding each phone extension you want to delete and click Delete Selected. 3 Click Save.
Managing User Phone Extensions 103 Figure 30 Users Page 2 Locate the user to whom you want to assign a phone extension. 3 In the Phones column, click the Phones link for the user. The User - Assigned Phones page appears. See Figure 31. This page lists all the extensions, if any, currently assigned to the user. Figure 31 User - Assigned Phones Page 4 Click Assign Phones. The User - Unassigned Phones page appears listing all the phone extensions that have not been assigned. See Figure 32.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Figure 32 User - Unassigned Phones Page 5 You can assign one or more phone extensions: ■ ■ To assign one extension, click Assign in the Action column for the extension you want to assign. To assign multiple extensions, enter a check mark in the check box preceding each phone extension you want to assign and click Assign Selected. The User - Assigned Phones page appears showing the phone extension (or extensions) assigned to the user.
Managing User Phone Extensions 105 ■ Remove an extension assigned to a user. See Unassigning a Phone Extension. ■ Delete a phone extension. The Delete option on the User - Assigned Phones page first unassigns the phone, then removes the phone from the system. See also Deleting a Phone Extension. ■ Modify the MAC address associated with the phone extension if configured. Click the link in the MAC column. See Configuring Media Access Control. ■ Prevent anonymous calls from reaching users.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES software generates a warning message if it cannot unassign an extension. To unassign a phone extension: 1 In the USERS menu, click Users on the left side of the page. The Users page appears listing all current users. See Figure 30. 2 Locate the user whose phone extension you want to unassign. 3 In the Phone column, click the Phone link for the user. The User - Assigned Phones page appears. See Figure 31.
Modifying a User’s Phone Settings 107 If the foreign call processor cannot contact the home call processor, the user is denied access to the system because password verification is not possible. If the user's home call processor becomes unavailable after the user has logged in, the foreign call processor deactivates the phone and only allows outgoing emergency calls.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES ■ Call fallback Each user can reconfigure, through the VCX User web interface, these settings for an assigned phone. As an administrator, you can override a user’s settings for these options. To modify a user’s phone settings: 1 In the USERS menu, click Users on the left side of the page. The Users page appears listing all current users. See Figure 30. 2 Locate the user whose phone settings you want to modify.
Modifying a User’s Phone Settings 109 Table 14 User Phone Settings Page Options Field Description Date Time Format Display Indicates the format used on the phone’s LCD.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Table 14 User Phone Settings Page Options (continued) Field Description Call Fallback When checked, Call Fallback is enabled. Call Fallback works with the call coverage setting configured for a phone. If a phone forwards calls to another number and that number does not pick up the call, the call is routed to the call coverage point if that coverage point is voice mail. The fallback option does not apply to other coverage points.
Viewing Phone Registration Information 111 Figure 35 Phone Registrations Page The Phone Registrations page contains 9 columns of information available for each phone registration. Note that, if the user is not logged in to the phone extension, the Phones Registrations page displays no information. Table 15 lists each column and describes the type of information available in that column.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Table 15 Phone Registrations Page (continued) Column Description Action Displays a link, Logout, that allows you to delete the registration by logging out the phone extension. If you click the Logout link, the phone becomes unregistered and all the fields on the Phone Registrations page are cleared (you may need to refresh the page).
Configuring Phone Restrictions Configuring Phone Restrictions 113 Use call restrictions to block specific incoming and outgoing call patterns for a phone. These are commonly referred to as blacklists (blocked patterns) and whitelists (allowed patterns). You can configure block and allow lists for both incoming and outgoing calls.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Figure 36 Add Phone Restrictions Window 5 Enter the required field information using Table 16 as a guide.
Viewing Call History Viewing Call Restrictions 115 To view the currently configured restrictions for a phone: 1 In the USERS menu, click Users. The Users page appears (Figure 30). 2 Click Phones in the Phones column. The User - Assigned Phones page appears. 3 Click Call Restrictions in the Actions column. The Call Restrictions page appears, which lists of all the current call restrictions for that phone.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES 2 Click Phones in the Phones column. The User - Assigned Phones page appears. 3 Click Call History in the Actions column. The Call History page appears. See Figure 37. Figure 37 Call History Page The Call History page contains three columns of information for both Incoming and Outgoing calls. You can sort the calls in each category (Incoming and Outgoing) by clicking the Date or Time column header.
Configuring Selective Ringing 117 Table 17 Call History Information for Phones (continued) Main Column Sub Columns Description Outgoing Date This field contains the date when a call was initiated using the YYYY-MM-DD format. Time This field contains the time a call ended. Called Party This field contains the extension of the phone who received a specific call. 4 To return to the User - Assigned Phones page, click Cancel.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES For each number configured for selective ringing, you can select one of 9 tones and for each tone you can choose to have the telephone ring once, twice, or three times. To set a selective ring tone for a phone: 1 In the USERS menu, click Users. The Users page appears (Figure 30). 2 Click Phones in the Phones column. The User - Assigned Phones page appears. 3 Click Selective Ringing in the Actions column for the user’s phone you want to configure.
Configuring Selective Ringing 119 If the selected user extension is not a hunt group member or mapped to a bridged extension, the Hunt Group and Bridged Calls column will have no entries. ■ ■ When a caller dials the hunt group number, the hunt group member (in this case, 641005) hears the selected ring tone indicating a hunt group call. By default, the hunt group ring tone is configured in the profile assigned to the phone (see Creating a Phone Profile).
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES You can remove a phone number and ring tone association by entering a check mark in the check box preceding the phone number and clicking Delete Selected. 5 To configure selective ringing for calls to a hunt group (of which this extension is a member), follow these steps: a In the Ring Tone drop down list for the hunt group extension, select the ring tone you want to assign to this user’s extension.
Configuring Media Access Control Adding a MAC Address 121 To associate a MAC address with a phone extension: 1 In the USERS menu, click Users. The Users page appears (Figure 30). 2 Click Media Access Control. The Media Access Controls page appears. 3 Click Add MAC. The Add Media Access Control page appears. See Figure 40. Figure 40 Add Media Access Control Page 4 Enter the required information using Table 18 as a guide.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Table 18 MAC Address field descriptions (continued) Field Heading Description Locked Indicates whether or not the extension is locked to this telephone. Checked - The user cannot change the extension assigned to this telephone or access any of the Advanced Settings configuration options available through the Telephone User Interface (TUI). Unchecked - The user can change the extension assigned to this telephone.
Configuring an Attendant Console 123 to the Attendant Console button is lit indicating the telephone is busy. The attendant can manage internal or external calls according to the functions mapped to four Attendant Console feature buttons. Up to three attendant consoles can be associated with a telephone. Supported Attendant Console Feature Buttons The Attendant Console feature buttons allow you to enable any four of the following functions: ■ Call Hold — Allows the attendant to put a call on hold.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES b The attendant enters the destination extension and presses # to complete the call. 3 When the called party disconnects, the caller is transferred back to the attendant, who can activate another serial call transfer to another extension. If the calling party reaches the called party’s voice mailbox, the calling party can press 99 to return to the attendant.
Configuring an Attendant Console 125 Table 19 Attendant Console Field Description Field Description Associated User Phone Address Enter the extension of the phone associated with the Attendant Console. Associated User MAC Address Enter the MAC address of the phone associated with the Attendant Console. Subscription Interval (sec) Specifies the interval, in seconds, the Attendant Console waits before implementing button configuration changes. The default is 3600 seconds (6 minutes). 4 Click Save.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES ■ Call Transfer ■ Conference ■ Attendant Serial Calling c From each feature drop-down list, assign a unique feature to each feature button (1 through 4). d Click Save. The Attendant Consoles page refreshes and the feature mappings are assigned. 6 Map the phone extensions to the attendant console buttons. The attendant console allows up to 100 telephones to be configured.
Configuring an Attendant Console 127 b Enter a phone extension. There are 100 fields available to configure telephone extensions. To configure extensions 1-50, click the 1-50 button; and to configure extensions 51-100, click the 51-100 button. c Click Save. The Attendant Console page refreshes, and the extension mappings are configured. 7 To immediately implement feature button changes or extension mappings, power-cycle the attendant console.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES The Attendant Console page refreshes and the telephone extension mappings are reconfigured. 5 To immediately implement extension mappings, power-cycle the attendant console. Otherwise, changes are implemented at the end of the current Subscription Interval (see Table 19).
Configuring Emergency Services Attendant Console Busy Lamp Flash Descriptions Configuring Emergency Services 129 The attendant can use the Busy Lamp Flash (BLF) lights that are next to each extension on the attendant console to indicate the state of a user’s telephone. ■ When a BLF light is off, the user’s phone is not busy (on-hook) and available. ■ When a BLF light is on, the user’s phone is busy (off-hook) and in use.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES If all the ELINs associated with an ERL are in use, the default ERL emergency callback number is used instead. Additionally, you can specify a set of emergency gateways, which are used to directly reach the emergency service if the call processor is unavailable. To ensure that emergency calls always go through, a set of system-wide defaults are defined — the callback phone number and an emergency gateway, identified by its IP address.
Configuring Emergency Services 131 The processor on which the phone extension is configured is referred to as the home call processor. The processor to which the phone is connected is referred to as the foreign call processor. Although the phone has been assigned an extension configured on the remote home processor (a branch office, for example), the phone retains the IP address that was assigned when the phone booted at the foreign call processor (a regional office, for example).
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES To add an ERL: 1 In the USERS menu, click Emergency Services. The Emergency Defaults and Emergency Services page appears. See Figure 44. Figure 44 Emergency Defaults and Emergency Services Page 2 Click Add ERL. The Add Emergency Location page appears. 3 In the Location field, enter the ERL location based on geographic or physical location. For example, Bldg1-Flr1. There is a 10 character limit.
Configuring Emergency Services 133 Figure 45 Emergency Defaults and Emergency Response Locations Window 6 Add an IP address range for the ERL. The range specifies the telephones that can be included within this ERL (for example, all telephones on the 1st floor of a building). Each phone in an ERL is assigned an IP address from a range of IP addressed specified by a network address and subnet mask. a In the Location Settings column, click IP Ranges for the ERL you want to configure.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES a Click Emergency Services to return to the ERL configuration page. b From the Location Settings column, click Emergency Numbers for the ERL you want to configure. The Emergency Numbers page appears. c Click Add Emergency Number. The Add Emergency Number page appears. d In the Emergency Number field, enter an emergency number that will signal the gateway to treat it as an emergency number when dialed (for example, 911. e Click Save.
Configuring Emergency Services 135 Configuring the Emergency Lines determines which ELINs should be assigned to each ERL. You can configure multiple ELINs for each ERL. a Click Emergency Services to return to the ERL configuration page. b From the Location Settings column, click Emergency Lines for the ERL you want to configure. The Emergency Line ID Numbers page appears. c Click Add ELIN. The Add Emergency Line ID Number page appears.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES To add or edit the emergency defaults: 1 In the USERS menu, click Emergency Services. The Emergency Defaults and Emergency Services page appears. See Figure 45. 2 In the Gateway IP Address field, enter the IP address of a system-wide emergency gateway. 3 In the Emergency Callback Phone field, enter the phone number of the contact person responsible for emergency situations within the organization (for example, a security guard). 4 Click Save.
Configuring Emergency Services 137 3 In the Network IP heading, click the IP address you want to edit. The Edit IP Range page appears. 4 In the IP Address field, enter the IP network address that identifies the range addresses you want to include in this ERL. 5 In the Subnet Mask field, enter the subnet mask for this IP address range. 6 Click Save. The IP Ranges page refreshes showing the new IP address range. Deleting IP Addresses from an ERL To delete an IP address range from an ERL.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES 3 In the Emergency Number column, click the number you want to edit. The Edit Emergency Number page appears. 4 In the Emergency Number field, edit the emergency number. 5 Click Save. The Emergency Numbers page refreshes showing the new emergency number. Deleting Emergency Numbers from an ERL To delete an Emergency Number from an ERL. 1 In the USERS menu, click Emergency Services. The Emergency Defaults and Emergency Services page appears.
Configuring Emergency Services 139 The Emergency Gateway IP Addresses page appears. 3 In the IP Address column, click the IP address you want to edit. The Edit Gateway IP page appears. 4 In the Gateway IP Address field, enter the IP address of the gateway. 5 Click Save. The Emergency Gateway IP Addresses page refreshes showing the emergency gateway. Deleting Emergency Gateway IP Addresses from an ERL To delete an Emergency Gateway IP Address from an ERL. 1 In the USERS menu, click Emergency Services.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES Editing Emergency Lines for an ERL To edit an Emergency Line for the ERL. CAUTION: If Emergency service settings or emergency lines are changed, (for example, the gateway IP address or emergency digits) they will not take effect until the telephones are power cycled. A simple logout/login of the telephone is not adequate enough.
Configuring Emergency Services Deleting Emergency Lines from an ERL 141 To delete an Emergency Line from an ERL. 1 In the USERS menu, click Emergency Services. The Emergency Defaults and Emergency Services page appears. 2 From the Location Settings column, click Emergency Lines for the ERL you want to configure. The Emergency Line ID Numbers page appears. 3 Enter a check mark in the check box preceding the ELIN you want to delete. 4 Click Delete Selected.
CHAPTER 4: ADDING VCX TELEPHONES AND ATTENDANT CONSOLES
5 CONFIGURING TELEPHONE COMMUNICATION SETTINGS This chapter describes configuration options available after a telephone has been initially set up. These options are available through a utility on the phone called the Local User Interface (LUI). Refer to the VCX Installation Guide for information on how to install and initially configure all supported 3Com VCX devices.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS 3Com Telephone Configuration There are multiple configuration steps required to enable a VCX telephone to work within a VCX system. These steps are described in various chapters of this guide (see Chapter 1 for an overview).
3Com Telephone Local User Interface Menus 3Com Telephone Local User Interface Menus 145 The firmware within each 3Com telephone includes a telephone diagnostic and configuration utility called the Local User Interface (LUI). The administrator has access to telephone configurable parameters through the LUI, which are needed for initial physical telephone configuration, any required reconfiguration, and to test the telephone.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS For telephones that use a powered Ethernet cable instead of a power adapter, reconnect the Ethernet cable.
3Com Telephone Local User Interface Menus 147 No Network Connection! Please Connect Cable or Press Feature to Manually Configure d Press the button under the Feature tab. To access the LUI utility when the Manager’s Telephone is connected to the network: a Press the button under the Feature tab. b Use the Down button to scroll to the User Configurations menu option. c Select User Configurations and press the button under the Select tab. The telephone Display Panel shows the LUI utility.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS Figure 46 Local User Interface Controls on the 3Com 3102 Business Telephone 6 1 5 3Com Test Menu Scroll-- Options 2 3 4 1 Display Panel — Shows LUI utility menu options. Use the scroll buttons (see number 6) to navigate through the list of options. 2 Soft Buttons — Moves the cursor left or right. The middle button is not used. 3 Key Pad — Selects menu items or enter numeric characters in a configuration option.
3Com Telephone Local User Interface Menus 149 Model 3101 and 3101SP Basic Telephones LUI Controls Figure 47 shows the LUI controls on the Model 3101and 3101SP Basic Telephones. Table 20 describes each LUI utility menu item. Figure 47 Local User Interface Controls on 3Com 3101 and 3101SP Basic Telephones 1 3Com Test Menu NBX Test Menu Scroll-Options Scroll--Options 2 5 3 4 1 Display Panel — Shows LUI utility menu options. Use the scroll buttons (see number 5) to navigate through the list of options.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS ■ Left and Right Buttons — Positions the cursor in the Display Panel when editing a setting, such as an IP address. Model 2102 and 2102SP Business Telephones LUI Controls Figure 48 shows the LUI controls on the Model 2102 and 2102-IR Business Telephones. Table 20 describes each LUI utility menu item.
3Com Telephone Local User Interface Menus 151 6 Scroll Buttons — Moves up or down through the LUI menu and select hex digits when editing a MAC address. Model 2101 Basic Telephone LUI Controls Figure 49 shows the LUI controls on the Model 2101 Basic Telephone. Table 20 describes each LUI utility menu item. Figure 49 Local User Interface Controls on the 3Com 2101 Basic Telephone 1 3Com Test Menu Scroll--Options 2 7 6 3 5 4 1 Display Panel — Shows LUI utility menu options.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS before you save a change to a setting, you exit the menu item without saving the change. 7 Scroll Buttons — Moves up or down through the LUI menu and select hex digits when editing a MAC address. LUI Configuration Options for Business and Basic Telephones Table 20 describes each LUI utility menu item that appears in the LUI for the Business and Basic Telephones.
3Com Telephone Local User Interface Menus 153 Table 20 Business and Basic Telephone LUI Menu Items (continued) Menu Option Description 1 View Settings (continued) Mem- NCP IP Addr – The NCP IP address configured in the telephone’s memory though the LUI utility. Mem- ALT SrvrIP – Secondary download server address configured in the telephone’s memory. Mem- VLAN Config – VLAN values configured in telephone’s memory.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS Table 20 Business and Basic Telephone LUI Menu Items (continued) Menu Option Description 6 VCX Config Menu Alt Dnld Servr – Lets you specify the IP address of the secondary Network Call Processor. See the description for 5 Set NCP IP for information. Set VLAN Config – Used to enable or disable VLAN configuration. ■ VLAN Enable – 1 You are prompted to enter the VLAN ID. A valid VLAN ID is in the range of 0 through 4095.
3Com Telephone Local User Interface Menus 155 Table 20 Business and Basic Telephone LUI Menu Items (continued) Manager’s Telephone Interface Menu Option Description AB2 Show EEProm Lets you scroll through the locations in the memory of the telephone. The information is presented in hexadecimal format and can be properly interpreted only by a 3Com service person. AB3 Ping H3/IP This option is not used in VCX networks. AB4 Reset Phone Reset the device.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS option, the middle button invokes the second option, and the bottom button invokes the third option. 3 Select Button — Selects the highlighted option in a list on the Display Panel. The highlighted option is indicated by a black dot to the left of the option. 4 Scroll Buttons (Up, Down, Left, Right) — The Up and Down buttons move scroll up and down through the options shown in the Display Panel.
3Com Telephone Local User Interface Menus 157 Table 21 Manager’s Telephone LUI Menu Items Menu Option Description View Settings Displays the currently configured values for these options: My MAC Address – MAC address of this telephone. NCP MAC Address – MAC address of the primary call processor. SW Build OPs Id – Software version running on this telephone that controls the user interface. SW Build DSP Id – Software version running on this telephone that controls telephone signaling functions.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS Table 21 Manager’s Telephone LUI Menu Items (continued) Menu Option Description Modify Display Displays a single option, Set Contrast, that allows you change the LCD contrast on the Display Panel. Configure IP Address Lets you specify the IP information for this telephone. If you have a DHCP server, this information is automatically Configure Subnet provided by the server.
3Com Telephone Local User Interface Menus 159 Table 21 Manager’s Telephone LUI Menu Items (continued) Menu Option Description Advanced Settings Displays the following menu options: Set NCP MAC Address – Not used in a VCX network. Show EEPROM Contents – Lets you scroll through the locations in the memory of the telephone. The information is presented in hexadecimal format and can be properly interpreted only by a 3Com service person.
CHAPTER 5: CONFIGURING TELEPHONE COMMUNICATION SETTINGS
6 CONFIGURING TELEPHONE FEATURES FOR A USER This chapter describes how to configure telephone features that apply to individual phones in your VCX system.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER Configuring Phone Features Some features available for a telephone are determined by the Type of Service (ToS) enabled for the phone (see Configuring Type of Service). Other features are provided by default. Many features, however, require configuration. For example, the Call Forward Busy feature must be configured with the extension to which calls will be forwarded when the phone user is on another call.
Configuring Phone Features 163 Figure 51 User - Assigned Phones Page The Action column provides links to the following phone feature configuration options: ■ Features — Clicking this link allows you to configure the following features (provided by the enabled ToS and described in Table 11): ■ ■ Call Forward Busy — See Configuring Call Forward Busy. Call Forward Ring No Answer — See Configuring Call Forward Ring No Answer. ■ Call Forward Universal — See Configuring Call Forward Universal.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER ■ Registrations — Displays the phones registration information. See Viewing Phone Registration Information. ■ Call HIstory — Displays the user’s calling history. See Viewing Call History. ■ Selective Ringing — See Configuring Selective Ringing. ■ Bridge Permissions — See Configuring Bridge Permissions. ■ Bridged Phones — See Mapping Bridged Extensions. ■ Hunt Groups — See Configuring Hunt Groups and Attendants.
Configuring ToS Phone Features 165 Figure 52 Assigned Phone Features Page 5 Click the Edit Feature link for the feature you want to configure. Configuring Call Forward Busy To configure the Call Busy Forward feature: 1 Follow the steps in Configuring ToS Phone Features to access the Assigned Phone Features page for a user. 2 In the Action column, click Edit Feature in the Call Forward Busy row. The Call Forward Busy configuration page appears.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER The Call Forward Ring No Answer feature page appears. 3 To enable the feature, ensure a check mark appears in the Enabled box. To disable the feature, remove the check mark. 4 In the Phone Address field, enter the phone number or extension (for example: 631002) of the phone that will receive incoming calls when this phone does not answer a call within the specified Time Out interval.
Configuring ToS Phone Features 167 When enabled, all calls from this phone do not include the caller’s name and phone number. The LCD Display Panel on the called phone does not show the caller’s name or extension. Instead, the Display Panel on the called phone shows “Anonymous”. 4 Click Update. Configuring Personal Speed Dial Numbers To configure the Speed Dial feature: 1 Follow the steps in Configuring ToS Phone Features to access the Assigned Phone Features page for a user.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER To answer the call, the user enters the Directed Call Pickup feature code (*455) on any telephone within the group, enters the security code, and then enters the extension of the ringing phone. This transfers the call to the user. 5 Click Update. The feature settings are applied to that user’s phone.
Configuring ToS Phone Features 169 The feature settings are applied to that user’s phone. To remove a phone extension from the Remote Forward Universal Assigned Phones page, follow steps 1 and 2, then: 1 Check the box preceding the phone extension for each user you want to remove from the remote forward universal access list. 2 Click Delete Selected. 3 A confirmation window appears. Click OK to remove the user.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER To remove a phone extension from the Silent Monitor and Barge In Assigned Phones page, follow steps 1 and 2, then: 1 Check the box preceding the phone extension for each user you want to remove from the monitoring list. 2 Click Delete Selected. 3 A confirmation window appears. Click OK to remove the user.
Configuring Call Coverage for a Telephone 171 You can configure a rule for events that repeat on a weekly basis. These events span one day or less. ■ Default coverage You can assign multiple coverage rules to a phone extension, each rule covering a different time window (event). However, one-time and repeating events cannot overlap.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER Figure 53 Call Coverage Rules Page - Phone 5 To change the default call coverage point, click Default in the Name column. The Edit Default Coverage Point page appears. See Figure 54. Figure 54 Edit Default Coverage Point Page - Phone 6 Enable one of the following radio buttons (and configure if necessary) according to the type of coverage you want. Note that call coverage works with the Call Fallback setting on a user’s phone configuration page.
Configuring Call Coverage for a Telephone ■ 173 Send to Phone Number — An unanswered call goes to the specified phone number. The phone can be an internal extension or external number but must conform to the dial plan in effect for this phone. This number can be an extension configured for an operator or an IP Messaging number configured for an Auto Attendant. In either case, the number must conform to the dial plan in effect for this phone.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER You have two options when assigning a call coverage rule to an extension: ■ You can assign a predefined coverage rule. This option allows you to select coverage settings previously configured through options on the DIRECTORY interface and are available to all phone extensions configured on this server.
Configuring Call Coverage for a Telephone 175 Figure 55 Add Predefined Coverage Rule Page - Phone Figure 55 shows several predefined coverage settings previously configured through options on the DIRECTORY interface. If the coverage setting you want to use is not listed, you can create it. See Creating a Call Coverage Rule for an Extension. 6 Enter a unique identifier for the rule in the Name field.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER ■ ■ Event Coverage Settings — Select a date range. Weekly Coverage Settings — Select a time and day (or days) that will be applied weekly. 9 Click Save. The Coverage Rule(s) page reappears and the new rule is listed. New rules are assigned to the phone extension and take effect immediately. You cannot edit a predefined rule (for example, to adjust the time).
Configuring Call Coverage for a Telephone 177 Figure 56 Add Coverage Rule Page - Phone 6 Enter a unique identifier for the rule in the Name field. 7 Select a Call Coverage option for this rule: ■ ■ Send to Voice Mail — Unanswered calls to the phone extension are redirected to the group voice mailbox. If Call Fallback is enabled for the extension, this is the only valid call coverage option (see page 173.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER ■ Holiday Coverage Settings — Configure the holiday date. ■ Event Coverage Settings — Configure a date range. ■ Weekly Coverage Settings — Configure a time and day (or days) that will be applied weekly. 9 Click Save. The Coverage Rule(s) page reappears and the new rule is listed. New rules are assigned to the phone extension and take effect immediately.
Configuring Call Coverage for a Telephone 179 Figure 57 Call Coverage Rule(s) Page 5 Click the name of the coverage rule you want to edit (in this example, the rule “Vacation” is selected). The Edit Coverage Rule page appears showing the settings for the selected coverage rule. See Figure 56.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER You can modify any rule attribute. 6 Edit the rule identifier in the Name field. 7 Change the Call Coverage option for this rule: ■ ■ Send to Voice Mail — Unanswered calls to the phone extension are redirected to the group voice mailbox. If Call Fallback is enabled for the extension, this is the only valid call coverage option (see page 173.
Configuring Bridge Permissions 181 To remove one or more coverage rules from a phone extension: 1 Access the office location of the user whose call coverage you want to configure (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Locate the user whose call coverage rule you want to delete.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER Bridge permissions can be configured, by a user, through the VCX User web interface or, by the administrator, through the VCX Administration web interface. If bridge permissions are configured for an extension through the Administration interface, the Bridge Permissions tab in the VCX User interface for that extension has preassigned values.
Configuring Bridge Permissions 183 than the primary phone. Note that “external” in this case does not mean a phone extension external to the VCX network (for example, the PSTN). 6 Check the box preceding the phone extensions you want to designate as secondary phones. You are granting permission for these phones to answer calls to the primary phone. You can select a maximum of four secondary phones.
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER Figure 59 Bridge Permissions - Assigned Phones Page You can modify the MWI status for a secondary phone on the Bridge Permissions - Assigned Phones page. Change the status in the MWI column for the appropriate phone and click Save Selected. The preceding steps identified, on the primary (bridged) phone, the secondary phones that will be able to answer calls for the primary phone.
Mapping Bridged Extensions 185 Administration web interface. If a bridged extension is mapped through the Administration interface, the Button Mappings tab in the VCX User interface for the secondary phone shows the primary extension mapped to a button. However, the secondary user can change the button mapping unless you lock it (see Dynamic Button Mapping Overview). Bridging is not supported on Basic phones (Models 2101 or 3101).
CHAPTER 6: CONFIGURING TELEPHONE FEATURES FOR A USER The Buttons Mappings page refreshes. For the bridged line settings to take effect, the secondary phone must log off and then log on. If you want to map a second bridged line to a button, the second button must be immediately above or below the first bridged line button. You can specify that calls to a bridged extension generate a distinctive ring tone on phones mapped to the bridged extension. The bridged extension (primary phone) rings normally.
7 CONFIGURING GLOBAL TELEPHONE FEATURES This chapter describes how to configure telephone features that apply to all the phones in your VCX system (a region, or a region and its branches).
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Configuring System Speed Dial Numbers This section describes how to globally configure speed dial numbers. System speed dial numbers are available to any user at any site in your VCX system. You can also configure personal speed dial numbers for individual users (see Configuring Personal Speed Dial Numbers). Personal speed dial numbers can be managed by users through the VCX User interface.
Configuring System Speed Dial Numbers Adding a System Speed Dial Entry 189 To add a system speed dial number: 1 From the Central Manager, select the VCX server that has been designated the system speed dial master site (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Click System Speed Dials.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES 5 In the First Name field, enter the first name of the user associated with this system speed dial entry. The field accepts a maximum of 64 characters. This field is optional. 6 In the Last Name field, enter the last name of the user associated with this system speed dial entry. If the system speed dial entry is for an organization or department, enter the name in this field and leave the First Name field blank.
Configuring System Speed Dial Numbers 191 system speed dial entries and run the config.sh script as described in Directly Adding a User Directory to the Global Directory. Modifying a System Speed Dial Entry You can modify any of the information configured for an existing system speed dial entry. To modify an existing system speed dial entry: 1 In the USERS menu, click System Speed Dials. The Enterprise System Speed Dials page appears. See Figure 61. The page lists the first 12 system speed dial entries.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Deleting a System Speed Dial Entry You can delete one, some, or all existing system speed dial entries. To delete one or more existing system speed dial entries: 1 In the USERS menu, click System Speed Dials. The Enterprise System Speed Dials page appears. See Figure 61. The page lists the first 12 system speed dial entries. 2 Find the entry or entries you want to delete.
Configuring Camp On Parameters 193 extension. The user can then hang up or place another call. When the called party becomes available, the system automatically calls the user and then the called party's extension. The two Camp On parameters that you can configure apply to the two types of Camp On calls: ■ Camp On Return Interval — Determines how long a transferred caller waits on hold.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Figure 63 Camp On Configuration Parameters 3 Click in text box for the parameter you want to change and enter the new value. As described earlier in this section, each value must be within the range of valid values. 4 Click Save. Mapping Features to Telephone Buttons 3Com maps calling features to buttons on VCX telephones. For example, many phones have a button users press to transfer a call to another destination.
Mapping Features to Telephone Buttons ■ 195 You can override the button mappings specified for a phone type in the ToS by mapping buttons for individual users. You can also allow your users to map buttons to features on their own phones through the VCX User Interface. Or, you can prevent users from mapping some or all buttons by locking a feature to a button. Managing Button Mapping Templates The Button Mappings List page displays the configured button mapping templates.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Figure 65 3103 Default Template Button Mapping There are two default button mapping templates for each supported phone type. For the Model 2102 Business telephone, you can map 12 buttons. ■ 2102 Default Template — Maps one of the 12 buttons to the Call Forward Universal (CFU) function. ■ 2102 Default Template - NO CFU — Omits the CFU mapping and maps that button to the Feature function. For the Model 3102 Business telephone, you can map 18 buttons.
Mapping Features to Telephone Buttons 197 Creating a Button Mapping Template If the button mapping in any of the default templates does not suit your needs, you can either modify the default template (see Modifying a Button Mapping Template) or create your own template. To create a button mapping template: 1 From the Central Manager, select a VCX server (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Figure 67 2102 Default Button Mapping Note the following elements shown in Figure 67: ■ The Lock check box for each button determines whether or not a user can modify the feature you assign to a button. A user can modify button mapping through the VCX User Interface or the TUI, but only for his or her phone. When checked, a user cannot change the feature assigned to the button.
Mapping Features to Telephone Buttons 199 the number of speed dial entries that can be mapped to buttons in a template, adjust the designated index number. ■ The Additional Argument field is used to supply additional information a few features need to execute. For example, the Directed Pickup feature allows a user to answer a call ringing on another user’s telephone if both users are members of the same call pickup group. This is useful if one user plans to be away for an extended period.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES maximum index number plus 1. For example, if the current maximum personal speed dial index number is 5, the index number for the new speed dial number should be 6. ■ If, in step 7, you removed a personal speed dial entry, delete the number in the Number/Index field. A user can configure a maximum of nine personal speed dial numbers.
Mapping Features to Telephone Buttons 201 that is linked to a ToS. See Editing Type of Services for information on removing a button mapping template from a ToS. 1 From the Central Manager, select a VCX server (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Click Button Mappings.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES The Button Mappings List page appears. 3 Click the name of the template you want to edit. The Edit Button Mappings page appears. See Figure 67. 4 Click the drop-down list for the button whose feature you want to change and select a new feature (see Mappable Features).
Mapping Features to Telephone Buttons 203 A button mapped to system speed dial is automatically locked. Users cannot remap the button or change the index assignment through the VCX User interface. ■ ■ If, in step 5, you selected a feature that requires additional information to execute (for example, a telephone extension), enter the information in the Number/Index field.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Table 22 Mappable Features for Model 2102 and 3102 Telephones (continued) Feature Mapped by User? Number/Index or Additional Arguments Feature Yes Forward Busy Yes Destination number Forward Ring No Answer Yes Destination number Forward Universal Yes Destination number Global Directory Yes Headset (3102 only) Yes Hunt Group (Log in/Log out)) Yes Local Directory Yes Malicious Call Trace Yes OK Yes Park Yes Park extension Pers
Mapping Features to Telephone Buttons 205 provides 10 soft button System Appearance lines, which cannot be modified.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Table 23 Mappable Features for the Model 3103 Telephone (continued) Feature Mapped by User? Release Yes Remote Fwd Universal Yes Number/Index or Additional Arguments Source extension Destination extension Configuring Call Park Retrieve VMail Yes Silent Monitor No Extension to be monitored System Speed Dial No Index number Transfer to Voicemail Yes Destination mailbox number View Hunt Group Yes View Personal Speed Dials Yes View Sy
Configuring Call Park 207 plan in effect must include a dial rule that allows four-digit dial strings that begin with 4. See Configuring Dial Plans. By default, a call remains parked for 5 minutes. However, you can adjust this value. If the call is not answered 5 minutes after it is parked, the user who parked the call is called back. If the user is not available, the parked call is forwarded to the user’s call coverage point.
CHAPTER 7: CONFIGURING GLOBAL TELEPHONE FEATURES Table 24 Call Park Field Descriptions Field Description Start Number Specifies first number that the VCX system can use to park a call. The default start number is 800. The length of a call park number can be from 2 digits to 10 digits, inclusive. The call park extension range allows a maximum of 2000 numbers.
8 CONFIGURING GROUPS This chapter describes how to configure VCX telephone user groups and includes the following topics: ■ Configuring Call Pickup Groups ■ Configuring Page Groups ■ Configuring Hunt Groups and Attendants ■ Using the Group Search Tool All of the phone features described in this chapter are configured through VCX Administrator provisioning application menu options available on the USERS interface. See Accessing the User Configuration Interface.
CHAPTER 8: CONFIGURING GROUPS Configuring Call Pickup Groups A VCX telephone user can use a call pickup feature to answer a call that is ringing on another VCX telephone. There are two types of call pickup: ■ Directed Call Pickup — Allows a user to answer a call ringing on the phone of a specific user. To answer the call, the user enables the Directed Pickup feature (feature code *455), enters a security code, and then enters the extension of the ringing phone. This transfers the call to the user.
Configuring Call Pickup Groups 211 2 Click Call Pickup Groups. The Call Pickup Groups page appears. 3 Click Add Call Pickup Group. The Add Call Pickup Group page appears. See Figure 69. Figure 69 Add Call Pickup Group Page 4 In the Group Name field, enter an alpha-numeric identifier for the new group. 5 In the Group Address field, enter a phone extension. When a group member hears another group member’s phone ring, the member dials the Group Address extension to answer the call.
CHAPTER 8: CONFIGURING GROUPS 7 Click Save. The Call Pickup Groups page appears and lists the Call Pickup group you just created. See Figure 70. Figure 70 Call Pickup Group List To modify an existing group, click on the appropriate name in the Group Name column. You can create a maximum of 100 Call Pickup groups for each site.
Configuring Page Groups 213 3 Select the member or members you want to add to the group and click Add Selected (alternatively, you can click Assign in the Action column for a single member). Each Call Pickup group can include a maximum of 75 members. The updated Member Phones List page appears. Figure 72 shows four phones added to the payroll call pickup group. Figure 72 Call Pickup Group - Phones Added To remove a phone from a group, click Unassign for the appropriate phone number.
CHAPTER 8: CONFIGURING GROUPS Page group members must be local users. A group can include all users at a site or a subset of users. A telephone can belong to multiple page groups, however a telephone can only receive one page at a time. When you create a page group, you assign phone extensions as members of the group. You also assign an extension to the page group. When a group member dials the group page extension, speakers are activated on the telephones that are members of the group.
Configuring Page Groups Creating a Page Group 215 To configure a Page Group: 1 From the Central Manager, select a VCX server (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Click Page Groups. The Page Groups page appears. 3 Click Add Page Group. The Add Page Group page appears. See Figure 73.
CHAPTER 8: CONFIGURING GROUPS If the phones in the page group are connected to a switch, or if a page for the group will cross multiple subnets, multicast communication must be enabled on each switch. 7 In the Port Number, enter a multicast port number the VCX system can use to broadcast the audio to page group members. The valid range includes the even numbers from 8000 through 9000, inclusive. 8 Click Save. The Page Groups page appears and lists the Page Group you just created. See Figure 74.
Configuring Page Groups 217 Figure 75 Page Group - Add Members 2 Click Assign Phones. The Page Group - Unassigned Phones list page appears and displays the phone number and name of all the users who are not members of the Page Group. 3 Specify the phones you want to add to the group. Each Page Group can include a maximum of 300 members. a Select an internal member or members from the list and click Assign Selected.
CHAPTER 8: CONFIGURING GROUPS To remove a phone from a group, click Unassign for the appropriate phone number. To delete multiple phones, select them by enabling the check box next to each entry and click Unassign Selected. Configuring Hunt Groups and Attendants You can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into hunt groups or attendant coverage.
Configuring Hunt Groups and Attendants 219 To illustrate the differences between hunt group types, assume you have configured four members (A, B, C, and D) for each type. Note that a member must be logged in to both the VCX system and the group to receive a call. ■ Linear Hunt Group — An incoming call always rings at the first member phone of the group, then, if the call is not answered, at the phone of the next member in the group list.
CHAPTER 8: CONFIGURING GROUPS group’s call coverage point. You can configure the call coverage point to be: ■ A voice mailbox ■ Another group ■ An individual extension ■ An Auto Attendant number ■ An external phone number Each hunt group has a default call coverage point. However, you can also create a call coverage plan that specifies where unanswered calls should be redirected based on a specific date, day of the week, or time. See Hunt Group and Attendant Call Coverage Options.
Configuring Hunt Groups and Attendants 221 Table 25 summarizes how the three group types route incoming calls. Table 25 Hunt Group and Calling Group Behavior Condition Linear Hunt Group Result Circular Hunt Group Result Calling Group Result No members Go to call coverage. Go to call coverage. Go to call coverage. All members logged out Go to call coverage. Wait for a member to log in or until total timeout reached. Go to call coverage. All members busy Go to call coverage.
CHAPTER 8: CONFIGURING GROUPS You need the following IP Messaging information: ■ Voice Mail Number — Identifies the extension dialed by the call processor to access the IP Messaging voicemail system. ■ Announcement Number — Identifies the recording a caller hears before the call is answered (for example, “Your call is important to us. Please hold for the next available agent.”).
Configuring Hunt Groups and Attendants 223 To configure a hunt group or attendant: 1 From the Central Manager, select a VCX server (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Click Hunt Groups. The Hunt Groups page appears. 3 Click Add Hunt Group. The Add Hunt Group page appears (see Figure 77).
CHAPTER 8: CONFIGURING GROUPS Table 26 Add Hunt Group Information (continued) Field Description Group Address The number dialed by callers to reach the 4000 hunt group or attendant. This should be a new extension, not a previously created extension. VCX software automatically creates the extension and an associated voicemail box.
Configuring Hunt Groups and Attendants 225 Table 26 Add Hunt Group Information (continued) Field Description Example Music on Hold Number1 Identifies access to an audio file 5001 configured through the IP Messaging Administration interface. This is the recording (either a voice or music) a caller hears when put on hold. See the IP Messaging Operations and System Administration Guide for details on how to configure the music on hold number.
CHAPTER 8: CONFIGURING GROUPS Queue). You can enable one or both options. By default, neither option is enabled. For both options, the initial notification is sent as soon as the threshold is exceeded, and a 30-second timer starts. If the call remains in the queue, a notification is re-sent when the 30-second timer elapses. The second notification waits until the timer elapses even if another call joins the queue. This prevents a flood of notification messages to group members.
Configuring Hunt Groups and Attendants 227 Table 27 Add Hunt Group Queue Notification Settings (continued) Field Description Example Time in Queue (1-900 seconds) If enabled, sends a notification to all members of the 30 hunt group or attendant (logged in or logged out) when a call (or calls) has been waiting in the queue longer than the specified threshold time. The default is 30 seconds. The threshold range is 1 to 900 seconds. This field is not available for linear hunt groups.
CHAPTER 8: CONFIGURING GROUPS ■ Calls can be redirected to a telephone number or extension. In addition to the default call coverage point, you can create a coverage plan for a hunt group or attendant. A coverage plan consists of coverage rules. A rule specifies the call coverage point (voice mailbox or number) to which unanswered calls should be redirected based on a specific date, day of the week, or time.
Configuring Hunt Groups and Attendants 229 To change the default call coverage point: 1 From the Central Manager, select a VCX server (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Click Hunt Groups. The Hunt Groups page appears (Figure 78).
CHAPTER 8: CONFIGURING GROUPS Figure 80 Edit Default Coverage Point for a Hunt Group 5 Select one of the following default hunt group call coverage points: ■ ■ Send to Voice Mail — Unanswered calls to the hunt group or attendant are redirected to the group voice mailbox. Send to Number — Unanswered calls to the hunt group or attendant are redirected to the specified telephone number or extension (for example, a receptionist, an Auto Attendant, or another group).
Configuring Hunt Groups and Attendants 231 You have two options when assigning a call coverage rule to a group: ■ You can assign a predefined coverage rule. This option allows you to select coverage settings previously configured through options on the DIRECTORY interface and are available to all groups and attendants configured on this server. These options are described in Chapter 10 and include: ■ ■ ■ ■ ■ Coverage rules based on a holiday — See Managing Holidays.
CHAPTER 8: CONFIGURING GROUPS Figure 81 Add Predefined Coverage Rule Page - Hunt Group Figure 81 shows several predefined coverage settings previously configured through options on the DIRECTORY interface. 5 Enter a unique identifier for the rule in the Name field. 6 Select a Call Coverage option for this rule: ■ ■ Send to Voice Mail — Unanswered calls to the hunt group or attendant are redirected to the group voice mailbox.
Configuring Hunt Groups and Attendants ■ 233 Weekly Coverage Settings — Select a time and day (or days) that will be applied weekly. 8 Click Save. The Coverage Rule(s) page reappears and the new rule is listed. New rules are assigned to the hunt group or attendant and take effect immediately. You cannot edit an existing rule (for example, to adjust the time). You must delete the rule and create a new rule with the correct settings.
CHAPTER 8: CONFIGURING GROUPS Figure 82 Add Coverage Rule Page - Hunt Group 5 Enter a unique identifier for the rule in the Name field. 6 Select a Call Coverage option for this rule: ■ ■ Send to Voice Mail — Unanswered calls to the hunt group or attendant are redirected to the group voice mailbox. Send to Number — Unanswered calls to the hunt group or attendant are redirected to the specified telephone number or extension (for example, a receptionist, an Auto Attendant, or another hunt group).
Configuring Hunt Groups and Attendants 235 If call coverage is external (outside the VCX system), enter the number as an E.164 number (8475555555). 7 Enable the scheduling setting you want this rule to apply: ■ Holiday Coverage Settings — Configure the holiday date. ■ Event Coverage Settings — Configure a date range. ■ Weekly Coverage Settings — Configure a time and day (or days) that will be applied weekly. 8 Click Save. The Coverage Rule(s) page reappears and the new rule is listed.
CHAPTER 8: CONFIGURING GROUPS ■ To remove multiple coverage rules, enable the check box preceding the name of each rule and click Delete Selected. A confirmation box appears verifying you really want to remove these coverage rules from the hunt group. 5 Click OK. Adding Local User Extensions to a Hunt Group or Attendant After creating a hunt group or attendant, you need to assign users to the group. You can assign local and remote users to the group.
Configuring Hunt Groups and Attendants 237 2 Click Hunt Groups. The Hunt Groups page appears. See Figure 83. Figure 83 Hunt Groups Page 3 Locate the row containing the group you want to configure and click Phones in the Actions column. The Hunt Group - Assigned Phones page appears listing any current members of the group. 4 To assign one or more members whose phone extension is configured locally (on this site), click Assign Phones. The Hunt Group - Unassigned Phones page appears.
CHAPTER 8: CONFIGURING GROUPS Figure 84 Hunt Group - Assigned Phones Page You can specify that calls to a hunt group extension generate a distinctive ring tone on phones assigned to the hunt group. ■ The ring tone can be specified in the phone profile to which the hunt group extension is assigned (see Creating a Phone Profile). ■ The ring tone can be specified for each extension assigned to the hunt group (see Configuring Selective Ringing).
Configuring Hunt Groups and Attendants 239 To add a remote user extension to a hunt group or attendant: 1 From the Central Manager, select the VCX server on which the group is configured (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Click Hunt Groups. The Hunt Groups page appears. See Figure 83.
CHAPTER 8: CONFIGURING GROUPS 2 Click Phones. The Phones page appears. 3 Locate the phone extension you want to add to the group. 4 In the Actions column, click Hunt Groups. The Phone - Assigned Hunt Groups page appears listing any groups of which the extension is a member. See Figure 85. Figure 85 Phone - Assigned Hunt Groups Page 5 Click Assign External Hunt Groups. The Phone - Unassigned External Hunt Groups page appears. See Figure 86.
Configuring Hunt Groups and Attendants 241 7 Click OK. The Phone - Assigned Hunt Groups page reappears listing the assigned group. See Figure 87. Figure 87 Phone - Assigned Hunt Groups Page (Group Added) Notice that the assigned hunt group or attendant is flagged as an external group. Removing Local User Extensions from a Hunt Group or Attendant Removing local user extensions from a hunt group or attendant only excludes them from the group, it does not delete the user and their associated phones.
CHAPTER 8: CONFIGURING GROUPS ■ ■ To remove a single group member, enable the check box preceding the user extension and click Unassign in the Actions column. To remove multiple group members, enable the check box preceding each user extension and click Unassign Selected. A confirmation box appears verifying you really want to remove these members from the hunt group. 5 Click OK.
Configuring Hunt Groups and Attendants ■ 243 To unassign multiple group members, enable the check box preceding each user extension and click Unassign Selected. A confirmation box appears prompting you to confirm this action. 5 Click OK. The Hunt Group - Assigned Phones page reappears and the removed members are no longer listed. Next, you must access the site hosting the remote user extension and remove the extension from the group.
CHAPTER 8: CONFIGURING GROUPS Editing a Hunt Group or Attendant You can modify hunt group or attendant attributes established during initial configuration (for example, the group name or class of service). To edit a hunt group or attendant: 1 From the Central Manager, select a VCX server (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server.
Configuring Hunt Groups and Attendants 245 3 Locate the row containing the group you want to remove and click Delete in the Actions column. A confirmation box appears verifying you really want to remove the group. 4 Click OK. The Hunt Groups page refreshes and the hunt group is deleted. Follow the instructions on the Hunt Groups page to delete the voice mailbox for this group.
CHAPTER 8: CONFIGURING GROUPS Figure 88 Hunt Group Status Page The Rank column shows the order in which calls will be answered by group members. 4 Enable the radio button preceding the member whose rank you want to modify. 5 In the Change selected member’s rank to: text box, enter the new rank and click Submit. If you change a member’s rank to that of another member, the second member is assigned the rank of the first member.
Configuring Hunt Groups and Attendants ■ 247 If a group member uses attendant serial calling to transfer a call and then logs out of the group, the transferred call returns to another available group member. To change the log in status of a hunt group or attendant member: 1 From the Central Manager, select a VCX server (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server.
CHAPTER 8: CONFIGURING GROUPS bridged to a primary extension and therefore have access to the primary extension’s voice mailbox (see Adding Bridge Permission for an Extension). For example, extension 641001 is a member of two hunt groups, Service and Support, and is configured to receive voicemail notification when a caller leaves voicemail for either group. Extension 641001 is also bridged to the primary extension 641005.
Using the Group Search Tool ■ Check the box to enable MWI notification for this member. ■ Clear the check box to disable MWI notification for this member 249 6 Click Submit. The new configuration is applied to the hunt group or attendant member. Using the Group Search Tool You can search for a any group (hunt, calling, attendant, page, or call pickup) configured on your VCX system. The search results list group information, such as group name and extension, and also all the members of the group.
CHAPTER 8: CONFIGURING GROUPS ■ Group Name — Search using the name of the group. ■ Group Address — Search using the extension assigned to a group. You can enter partial search words such as “cal” for “CallingGroup” or “64” for any extension containing “64”. You can enter search criteria in one or more fields. If you do not enter any search criteria, the search tool returns all members in all groups. To clear all fields, click Reset. 3 Click Search.
Using the Group Search Tool 251 Figure 91 Group Name Search Results The hunt group named Service satisfied the search criteria. Notice that the search results list all the members of the hunt group, including members at remote sites (indicated by an * next to the phone address). Figure 92 shows the search results if the Group Name criteria in Figure 90 is shortened to “s”.
CHAPTER 8: CONFIGURING GROUPS
9 CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES This chapter describes how to use the VCX Administrator provisioning application to manage dial plans, patterns, and dial rules.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES Configuring Dial Plans Dial plans consist of individual or grouped dial rules. Dial rules determine what sequence of numbers a user is allowed to dial. For example, you can create a dial plan that includes dial rules that allow a user to dial 4-digit extensions starting with 1 or 2. If the user dials less than 4 numbers, more than 4 numbers, or the dial string does not start with a 1 or a 2, the call is not processed.
Configuring Dial Plans Figure 93 Add Dial Plan Page 5 In the Name field, enter a unique name to identify the dial plan. 6 Click Save. The Dial Plans page appears. See Figure 94. Figure 94 Dial Plans Page 7 Click Dial Rules in the row for the new dial plan. The Dial Plan - Assigned Dial Rules page appears. See Figure 95.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES Figure 95 Dial Plan - Assigned Dial Rules Page Note that Figure 95 shows the dial rules assigned to an existing dial plan named Internal. For a new dial plan, the Dial Plan - Assigned Dial Rules page will have no entries. 8 Click Assign Dial Rules. The Dial Plan - Unassigned Dial Rules page appears listing all the dial rules not currently assigned to the dial plan.
Configuring Dial Plans Editing Dial Plan Names 257 To edit a dial plan name: 1 Click Dial Plans. The Dial Plans page appears. See Figure 94. 2 Click the name of the dial plan you want to edit in the Name column. The Edit Dial Plan page appears. 3 Revise the name of the dial plan and click Save. The Dial Plans page appears showing the changed name.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES ■ To delete multiple dial plans, enter a check mark in the check box preceding each dial plan you want to delete, then click Delete Selected. The Dial Plans page refreshes. Configuring Dial Rules Adding Dial Rules Dial rules simplify dialing and are created by configuring patterns for phone numbers or phone number ranges. Dial rules can be grouped to create a dialing plan, which can then be assigned to a phone profile.
Configuring Dial Rules 259 The Add Dial Rule page appears. See Figure 97. Figure 97 Add Dial Rules Window 4 Enter the required field information using Table 28 as a guide. Table 28 Dial Rule Field Descriptions Field Description Name Enter a unique name to identify the dial rule. Min Length Specify the minimum number of digits a user must dial to make a call. If a use dials less than the minimum number of digits and the Timeout value elapses, the phone generates an error.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES Table 28 Dial Rule Field Descriptions (continued) Field Description Timeout Specify the number of seconds that the phone will wait for another digit to be dialed before it places the call. The default timeout is 5 seconds. Pattern Specify the pattern used by this dial rule. A pattern is a pre-defined dial string prefix. A pattern can be used as a site ID that indicates which regional or branch call processor should receive a call.
Configuring Patterns (USERS) 261 You can use the VCX Administrator application to manage patterns on either the USERS interface or the DIRECTORY interface. This section describes how to configure patterns through the USERS interface (see Configuring Patterns (DIRECTORY)). A pattern configured through the USERS interface also appears on the DIRECTORY interface.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES Figure 98 Patterns Page 3 Click Add Pattern. The Add Pattern page appears. See Figure 99. Figure 99 Add Pattern Page 4 In the Name field, enter a unique name for the pattern. 5 In the Pattern field, enter the pattern value. The value can contain a single wild card (*) and, if present, should be the last character in the pattern value. The limit is 64 characters. 6 Click Save. The Patterns page appears and the new pattern is listed.
Configuring Number Translation (USERS) Editing Patterns 263 To edit a pattern: 1 Click Patterns. The Patterns page appears. See Figure 99. 2 In the Name column, click the name of the pattern you want to edit. 3 Modify the fields (see the field descriptions in Adding Patterns). 4 Click Save. The Patterns page appears. Deleting Patterns To delete a pattern: A pattern cannot be deleted if it is associated with a route plan.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES also dial the full extension to reach a user at the local site unless you configure number translation to drop the site prefix. With number translation configured on each site, a user can dial a four-digit number (10nn) to reach other local users. Note that the dial plan in effect for users must allow a four-digit dial string.
Configuring Number Translation (USERS) 265 Figure 100 Number Translation Page (USERS) 3 Click Add Number Translation. The Add Number Translation page appears. See Figure 101. Figure 101 Add Number Translation Page 4 Enter the required field information using Table 29 as a guide. Table 29 Number Translation Information Field Description Group Name Enter a unique name to identify this number translation. In this example, the name is drop64.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES Table 29 Number Translation Information Field Description Result Source Pattern If you want to modify the Source Pattern call string, choose the appropriate pattern from the drop-down list. In this example, the Result Source Pattern is * (source call strings will not be modified). Destination Pattern Choose the pattern that identifies the destination call strings you want to translate from the drop-down list.
Configuring Number Translation (USERS) Editing a Number Translation Pattern 267 To edit a number translation pattern: 1 From the Central Manager, select the VCX server whose number translation configuration you want to modify (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. This page lists all the users configured on this server. The menu options for the USERS interface appear on the left side of the window. 2 Click Number Translation.
CHAPTER 9: CONFIGURING DIAL PLANS, PATTERNS, AND DIAL RULES A confirmation window appears prompting you to verify the delete action. 4 Click OK. The Number Translations page appears and the deleted pattern (or patterns) are no longer listed.
10 CONFIGURING ROUTING AND TRANSLATION SERVICES This chapter describes how to use the VCX Administrator web interface to manage routes, end points, patterns, outdial patterns, requestors, time bands, and number translation.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Accessing the DIRECTORY Interface You can use the VCX Administrator provisioning application to manage routes, end points, patterns, outdial patterns, requestors, time bands, and number translation. Configuration options for these items are available through menu options available on the DIRECTORY interface. To access the DIRECTORY interface: 1 Access the server you want to manage (see Accessing a VCX Site through the Central Manager).
Route Plan Configuration Requirements Route Plan Configuration Requirements 271 ■ Manage Patterns — Dial string patterns are used by the VCX call processor to route calls to the correct destination. See Configuring Patterns (DIRECTORY). ■ Manage End Points — An end point, identified by IP address, specifies a device (for example, call processor or gateway) to which calls are routed. See Managing End Points. ■ Manage Routes — A route includes one or more end points. See Managing Routes.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES A route plan associates a dial pattern with a route (a route identifies one or more end points). A route plan determines how a call processor directs calls. End points can be one of the following types: ■ Call Processor — Use this type of call processing end point when a call terminates at the end point (for example, in a single-site system).
Route Plan Configuration Requirements 273 In both cases, one server in the pair is designated the primary and the other server is designated the secondary. In a single-site system, you need to configure end points, routes, patterns, and route plans on the primary server running call processing software. ■ You need to create end points that identify the other call processor and the IP Messaging modules. ■ You need to define routes containing the appropriate call processor and IP Messaging end points.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES c Add an end point of the type Gateway that points to the IP Messaging module running on A. d Add an end point of the type Gateway that points to the IP Messaging module running on B. For instructions on adding an end point, see Adding End Points. 4 Create two routes. a Route1 includes the Call Processor end points created for A and B. b Route2 includes the Gateway end points created for the IP Messaging modules running on A and B.
Route Plan Configuration Requirements Route Plan Configuration for Multi-site Systems 275 In a multi-site system, VCX services run on servers at multiple locations. A multi-site system can include: ■ A regional site with one or more associated branch offices. ■ Multiple regional sites with each region supporting one or more associated branch offices. ■ Multiple regional sites with no associated branch offices.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES The remaining topics in this section describe the route plans you need to create for a multi-site system. Note that these topics reference other topics in this chapter that describe how to configure a route plan and its elements (end points, patterns, and routes). You can also use the Route Plan Wizard to create a route plan and its elements. See Using the Route Plan Wizard.
Route Plan Configuration Requirements 277 For instructions on adding an end point, see Adding End Points. 4 Create three routes. a Route1 includes the end points created for R1a and R1b. b Route2 includes the end points created for R2a and R2b. c Route3 includes the end points created for R3a and R3b For instructions on adding routes, see Adding Routes. 5 Create a pattern for each region. A pattern is a dial string prefix that indicates which regional call processor should receive a call.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES servers R2a and R3a, you would set up a route that includes end point R1a defined as type Redirect Call Processor. This option reduces the number of routes you have to configure. If you have a large installation, you could pick one region and have all other servers have one redirect route to that region. Then you would add all of the direct routes to all of the other sites on just that region (R1a, in this example).
Route Plan Configuration Requirements 279 This example describes how to create routes on a branch call processor hosted by region 1. The example uses the following multi-site system: ■ R1a identifies the primary call processor in region 1. ■ R1b identifies the secondary call processor in region 1. ■ R2a identifies the primary call processor in region 2. ■ R2b identifies the secondary call processor in region 2. ■ B1R1 identifies the branch call processor hosted by region 1.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES ID for region 1 is 61 and the site ID for region 2 is 62, you would create two patterns: 61* and 62*. You also need to create a pattern that identifies calls to the PSTN, for example, 81*. For instructions on adding a pattern, see Adding Patterns. For information on dial rules and plans, see Configuring Dial Rules and Configuring Dial Plans. 6 Configure a route plan to associate a pattern and a route.
Route Plan Configuration Requirements ■ 281 B1R1 identifies one branch call processor hosted by region 1. To configure a route from a regional office to a branch office: 1 Access the server you want to manage, in this case R1a (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. 2 Click DIRECTORY. 3 Add an end point of the type Call Processor that points to B1R1. For instructions on adding an end point, see Adding End Points.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES This example describes how to create a gateway route on the primary call processor in one regional office. The example uses the following simple multi-site system in which the six servers are running IP Telephony and IP Messaging configurations: ■ R1a identifies the primary call processor in region 1. ■ R1b identifies the secondary call processor in region 1. ■ R2a identifies the primary call processor in region 2.
Route Plan Configuration Requirements 283 6 Configure a route plan to associate the pattern and the route. In this example, you would create a route plan that associates GWRoute1 with the dialing pattern 81*. For instructions, see Adding a Route Plan. You do not need to perform these steps on a secondary server. Data replication between the primary and secondary servers ensures that the routing information gets propagated to both servers in the redundant pair.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES no IP Messaging services. In this case, voicemail and MOH services are provided to all branches by the regional server. ■ When a multi-site system with branch offices is configured for local messaging, the branch offices are configured as IP Telephony and IP Messaging systems that include both a call processor and IP Messaging services. In this case, voicemail and MOH services are provided locally by each branch office.
Route Plan Configuration Requirements 285 To configure IP Messaging routes: 1 Access the server you want to manage, in this case R1a (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. 2 Click DIRECTORY. 3 Create two end points. a Add an end point of the type Gateway that points to IPM1a. b Add an end point of the type Gateway that points to IPM1b. For instructions on adding an end point, see Adding End Points. 4 Create one route.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES The example uses the following multi-site system: ■ R1a identifies the primary call processor in region 1. ■ R1b identifies the secondary call processor in region 1. ■ IPM1a identifies the primary IP Messaging server in region 1. ■ IPM1b identifies the secondary IP Messaging server in region 1. ■ B1R1 identifies a branch office region 1.
Route Plan Configuration Requirements 287 Repeat steps 1 through 6 for the other branch offices that use global IP Messaging services. Configuring Routes for Local IP Messaging on a Branch Office This example describes how to create IP Messaging routes on a branch office that uses local IP Messaging services. The example uses the following branch system: ■ B1R1 identifies the call processor running on the branch in region 1.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES In this example, you would create one route plan that associates IPMRoute1 with the pattern 5*. For instructions, see Adding a Route Plan. Repeat steps 1 through 6 for the other branch offices that use local IP Messaging services. Configuring Routes for IP Messaging Clients on a Regional Office This example describes how to create routes on a regional office that identify IP Messaging clients.
Route Plan Configuration Requirements 289 f Add an end point of the type Gateway that points to C4. For instructions on adding an end point, see Adding End Points. 4 Create five routes. IPMRoute1 includes the end points created for IPM1a and IPM1b. IPMRoute2 includes the end point created for C1. IPMRoute3 includes the end point created for C2. IPMRoute4 includes the end point created for C3. IPMRoute5 includes the end point created for C4. For instructions on adding routes, see Adding Routes.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 6 Configure a route plan to associate a pattern and a route. In this example, you would create five route plans: IPMplan1 — Associates IPMRoute1 with the pattern 5*. IPMplan2 — Associates IPMRoute2 with the pattern 6*. IPMplan3 — Associates IPMRoute3 with the pattern 7*. IPMplan4 — Associates IPMRoute4 with the pattern 8*. IPMplan5 — Associates IPMRoute5 with the pattern 9*. For instructions, see Adding a Route Plan.
Managing End Points 291 2 Click DIRECTORY. The DIRECTORY interface page appears. See Figure 103. 3 Click Patterns. The Patterns page appears. See Figure 98. 4 Click Patterns. The Patterns page appears. See Figure 98. ■ To add a pattern, follow the directions in Adding Patterns. ■ To modify a pattern, follow the directions in Editing Patterns. ■ To delete a pattern, follow the directions in Deleting Patterns.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Figure 104 End Points Page 4 Click Add End Point. The Add End Point page appears. See Figure 105. Figure 105 Add End Point Page 5 Enter the required information using Table 30 as a guide.
Managing End Points 293 l Table 30 End Point Field Descriptions Name Description Type Identifies the type of end point. The drop-down list provides the following options: Active ■ Gateway – Identifies the end point as either a media gateway, an IP Messaging server, IP Messaging client, or an IP Conferencing server. ■ Terminal – Identifies the end point as a device that will not register within the network. ■ Call Processor – Identifies the end point as a call processor.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Table 30 End Point Field Descriptions (continued) Name Description IP Port Specifies the IP Port number used by the end point. The default port number is 5060. ■ If this end point identifies an IP Telephony and IP Messaging server, or an IP Telephony server, accept the default port number 5060. ■ If this end point identifies an IP Messaging server, use port number 5065.
Managing End Points 295 ■ To delete one end point, click Delete in the Actions column for the end point entry you want to delete. ■ To delete multiple end points, enter a check mark in the check box preceding each end point you want to delete, then click Delete Selected. A confirmation window appears prompting you to verify the delete action. 3 Click OK. The End Points page refreshes and the deleted end point (or end points) is not listed.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 5 Click Assign OutDial Patterns. The End Point - Unassigned OutDial Patterns page appears. See Figure 107. The page lists all the OutDial patterns configured on this server that have not been assigned to this end point. Figure 107 End Point - Unassigned OutDIal Patterns Page 6 You can assign one OutDial pattern or multiple OutDial patterns.
Managing Routes Deleting OutDial Patterns from Existing End Points 297 To delete OutDial patterns from existing end points: 1 Click End Points. The End Points page appears. See Figure 104. 2 In the Actions column for an end point, click the OutDial Patterns. The End Point - Assigned OutDial Patterns page appears. See Figure 108. 3 You can delete one OutDial pattern or multiple OutDial patterns.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Figure 109 Routes Page Table 31 describes the fields on the Routes page. l Table 31 List of Routes Field Descriptions Column Description Check Box Use the check box to select multiple routes when you want to delete more than one route at a time. Name Specifies the name of the route. Actions Provides the following options: ■ End Points - Click to assign end point to the route and edit route properties.
Managing Routes 299 5 In the Name field, enter a unique name to identify the new route. 6 Click Save. The Routes page appears listing the new route. Next, assign an end point to the route, see Assigning End Points to Routes. Editing Routes To edit a route: 1 Click Routes. The Routes page appears. See Figure 109. 2 In the Name column, click the name of the route you want to modify. The Edit Route page appears. 3 Modify the route name as required. 4 Click Save. The Routes page appears.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES The Route - Assigned End Points page appears. See Figure 111. Figure 111 Route - Assigned End Points Page 3 Click Assign End Points. The Route - Unassigned End Points page appears. See Figure 112. Figure 112 Route - Unassigned End Points Page 4 You can assign one end point or multiple end points. ■ To assign one end point, click Assign in the Action column for the end point you want to add.
Managing Routes 301 5 Click OK. The Route - Assigned End Points page refreshes. Editing Priorities of End Points Assigned to a Route End point priority determines the order of call processing within a route. The end point with the highest priority (one ( 1 ) is the highest) processes all calls. If the end point with the highest priority is unavailable, the end point with the next highest priority begins processing calls. To change the priority of an end point assigned to a route: 1 Click Routes.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES ■ To unassign multiple end points from a route, enter a check mark in the check box preceding each end point you want to unassign, then click Unassign Selected. A confirmation window appears prompting you to verify the unassign action. 4 Click OK. The Route - Assigned End Points page refreshes. Assigning an OutDial Pattern to a Route An Outdial pattern is associated with an end point, and an end point can be assigned to a route.
Managing Routes 303 Figure 114 Route - End Points - Unassigned OutDial Patterns Page 5 You can assign one OutDial pattern or multiple OutDial patterns. ■ To assign one OutDial pattern, click Assign in the Action column for the OutDial pattern you want to assign. ■ To assign multiple OutDial patterns, enter a check mark in the check box preceding each OutDial pattern you want to add, then click Assign Selected. A confirmation window appears prompting you to verify the assignment action. 6 Click OK.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 2 In the Actions column for the route, click End Points. The Route - Assigned End Points page appears. See Figure 111. 3 In the Action column, click OutDial Patterns for the appropriate end point. The Route - End Point - Assigned OutDial Patterns page appears showing any OutDial patterns currently associated with the end point assigned to the route. See Figure 115. 4 You can unassign one OutDial pattern or multiple OutDial patterns.
Managing Route Plans 305 The source-based input parameters allow the server to vary the translation or route mapping based on the source. For example, translation of the same number could be different based on which gatekeeper the request came from: Table 32 Number Translation Direct Requestor Destination Number Translation Gatekeeper 1 312-555-1212 708-555-1212 Gatekeeper 2 312-555-1212 630-555-1212 The same logic applies for destination number to route mapping.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Figure 116 Route Plans Page 4 Click Add Route Plan. The Add Route Plan page appears. See Figure 117. Figure 117 Add Route Plan Page 5 Enter the required information to add the route plan using the descriptions in Table 33 as a guide.
Managing Route Plans 307 There are 5 categories of source-based routing input parameters. The ordering of these categories determines the resultant output. Database records are returned for the first categories that have a match.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Table 33 Add Route Plan Fields (continued) Subheadings Field Description Day Time Band Weekday Band Allows you to select a defined weekday band that represents particular days of the week, such as Monday through Friday. A Day Time Band and a Weekday Band must be used together, but cannot be used in combination with other source-based inputs. See Managing Week Day Bands.
Managing Route Plans 309 Figure 118 Route Plan Wizard - Page 1 As shown in Figure 118, the page lists previously configured route plans. You have the following three options: ■ ■ ■ You can create a route plan. Go to step 2. You can modify the dial string pattern associated with a route plan. Select a plan (enable the radio button preceding the route plan name) and click Modify. Go to step b in step 2.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES d Select the new route plan by enabling the radio button preceding the route plan name. e Click Next (lower right corner of the Wizard page). The second page of the Route Wizard appears. See Figure 119. Figure 119 Route Plan Wizard - Page 2 As shown in Figure 119, the page lists previously configured end points. You have the following two options: ■ ■ You can create an end point, then add it to the route plan. Go to step 3.
Managing Route Plans ■ 311 If this end point identifies an IP Messaging server, use port number 5065. To verify what IP Port the IP Messaging software uses, log in to the server hosting the IP Messaging service and enter the vcx-config-services --show command to list VCX configuration details. Locate the entry TCP/UDP Port on which the IPMS will receive SIP messages and note the port used.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 5 Click Next. The third page of the Route Wizard appears. See Figure 120. Figure 120 Route Plan Wizard - Page 3 The third page of the wizard summarizes the route plan configuration data entered on pages 1 and 2. If you want to change a configuration value, click Prev. 6 Click Save Changes. Editing a Route Plan To edit sourced-based routing properties associated within a route plan: 1 Click Route Plans. The Route Plans page appears.
Managing OutDial Patterns 313 modifications are globally applied to any VCX system feature that uses the pattern. ■ To modify route properties, click a route name in the Route column. The Edit Route page appears displaying the current properties of the selected route. See Figure 110. You can modify the route name (described in Table 31), however any modifications are globally applied to any VCX system feature that uses the route. 3 Click Save.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Adding OutDial Patterns To add an OutDial pattern: 1 From the Central Manager, select the VCX server on which you want to add an OutDial pattern (see Accessing a VCX Site through the Central Manager). The USERS interface is enabled and the Users page appears. 2 Click DIRECTORY. The DIRECTORY interface page appears. See Figure 103. 3 Click OutDial Patterns. 4 The OutDial Patterns page appears. See Figure 121.
Managing OutDial Patterns 315 ■ Match Pattern String — From the drop-down list, select the pattern that will identify the outbound calls whose destination will be modified by the translation string. ■ Translation String — Enter the translation string that will be applied to the pattern string. This determines how the outbound destination number will be translated. 7 Click Save. The OutDial Patterns page appears listing the added OutDial pattern.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 3 Click OK. The OutDial Patterns page refreshes and the deleted OutDial pattern (or patterns) is not listed. Managing Requestors Adding Requestors This section describes how to add, edit, and delete requestors.
Managing Requestors 317 Figure 124 Add Requestor Page 5 Enter the following field information: ■ Name — Enter a unique name to identify the requestor. ■ IP Address — Enter the IP address of the Tier 1 or Tier 2 component in dotted decimal format. ■ IP Port — Specifies the port number used to communicate with the Tier 1 or Tier 2 component. The default is 5060. 6 Click Save. The Requestors page appears listing the added requestor. Editing Requestors To edit a requestor: 1 Click Requestors.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 2 You can delete one requestor or multiple requestors. ■ To delete one requestor, click Delete in the Action column for the requestor entry you want to delete. ■ To delete multiple requestors, enter a check mark in the check box preceding each requestor you want to delete, then click Delete Selected. A confirmation window appears prompting you to verify the delete action. 3 Click OK.
Managing Holidays 319 Figure 125 Holidays page 4 Click Add Holiday. The Add Holiday page appear. See Figure 126. Figure 126 Add Holiday Page 5 Enter the following field information: ■ Name — Enter the name of the holiday. ■ Month — From drop-down list, select the month in which the holiday occurs. ■ Day — From drop-down list, select the day on which the holiday occurs. 6 Click Save. The Holidays page appears listing the added holiday. Editing Holidays To edit a holiday: 1 Click Holidays.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 2 In the Name column, click the name of the holiday you want to modify. The Edit Holiday page appears. 3 Modify the fields as required. See the field descriptions in Adding Holidays. 4 Click Save. The Holidays page appears. Deleting Holidays To delete a holiday: 1 Click Holidays. The Holidays page appears. See Figure 125. 2 You can delete one holiday or multiple holidays.
Managing Week Day Bands 321 2 Click DIRECTORY. The DIRECTORY interface page appears. See Figure 103. 3 Click Week Day Bands. The Week Day Bands page appears. See Figure 127. Figure 127 Week Day Bands Page 4 Click Add Week Day Band. The Add Week Day Band page appears. See Figure 128. Figure 128 Add Week Day Band Page 5 In the Name field, enter a unique name to identify this week day band.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 6 Enter a check mark in the check box following a day to include it in the week day band. 7 Click Save. The Week Day Bands page appears listing the added week day band. Editing Week Day Bands To edit a week day band: 1 Click Week Day Bands. The Week Day Bands page appears. See Figure 127. 2 In the Name column, click the name of the week day band you want to modify. The Edit Week Day Band page appears. 3 Modify the fields as required.
Managing Day Time Bands Managing Day Time Bands Adding Day Time Bands 323 This section describes how to add, edit, and delete day time bands. Day time bands are based on the hour, minute, and second for a single day. The configured data can be used for source-based input parameters for destination number routing and number translation (see Managing Route Plans and Configuring Number Translation Patterns (DIRECTORY)).
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Figure 130 Add Day Time Band Page 5 Enter the following field information: ■ Name — Enter a unique name to identify this day time band. ■ Start Time — From the drop-down lists, select the correct Hour, Minute, and Second for the daytime band to start. The drop-down lists use military time, for example, 0 equals 12:00:00 AM (midnight) and 23:00:00 equals 11:00:00 PM.
Managing Calendar Bands 325 4 Click Save. The Day Time Bands page appears. Deleting Day Time Bands To delete day time bands: 1 Click Day Time Bands. The Day Time Bands page appears. See Figure 127. 2 You can delete one day time band or multiple day time bands. ■ To delete one day time band, click Delete in the Action column for the day time band entry you want to delete.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES 2 Click DIRECTORY. The DIRECTORY interface page appears. See Figure 103. 3 Click Calendar Bands. The Calendar Bands page appears. See Figure 131. Figure 131 Calendar Bands Page 4 Click Add Calendar Band. The Add Calendar Band page appears. See Figure 132. Figure 132 Add Calendar Band Page 5 Enter the following field information: ■ Name — Enter a unique name to identify this calendar band.
Managing Calendar Bands 327 6 Click Save. The Calendar Bands page appears listing the added calendar band. Editing Calendar Bands To edit a calendar band: 1 Click Calendar Bands. The Calendar Bands page appears. See Figure 131. 2 In the Name column, click the name of the calendar band you want to modify. The Edit Calendar Band page appears. 3 Modify the fields as required. See the field descriptions in Adding Calendar Bands. 4 Click Save. The Calendar Bands page appears.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Configuring Number Translation Patterns (DIRECTORY) To successfully communicate with other voice networks, the VCX system translates numbers based on source and destination calling patterns. For example, if an end user dials number 456789 and the number translation is configured so that the source pattern equals *and the destination pattern equals 456*, the result pattern is *@3com.com.
Configuring Number Translation Patterns (DIRECTORY) 329 Table 34 Destination Number Translation Algorithm (continued) Destination Number Match String Translation String Translated Destination Number 011449622112345 01144* * 622112345 Adding a Number Translation Pattern Comments Strips off the international prefix and country code You can configure a number translation to support VPN translations or to implement source-based routing.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Figure 134 Add Number Translation Page 5 Using the descriptions in Table 35 as a guide, configure the number translation. Note that the Pattern field provides a drop-down list of all the patterns currently configured on the server. If the pattern you want to use is not listed, you must create it (see Adding Patterns).
Configuring Number Translation Patterns (DIRECTORY) 331 Table 35 Number Translation Menu Descriptions Subheadings Field Description Number Translation Information Name Enter a unique name to identify this number translation. Pattern Choose the pattern for outbound calls you want to translate from the drop-down list. Translation String Enter a translation string for the outdial pattern. This determines how the outbound destination number will be translated.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES Table 35 Number Translation Menu Descriptions (continued) Subheadings Field Description Calendar Band Calendar Band Allows you to select a specific date range (calendar band) such as 1/1/05 to 6/1/06. The calendar time band includes use of the time component. This cannot be used in combination with other source based inputs. See Managing Calendar Bands. 6 Click Save. By default, the number translation is active.
Configuring Number Translation Patterns (DIRECTORY) 333 globally applied to any VCX system feature that uses that pattern (for example, a route plan). Deleting Number Translations ■ Click a number in the Indirect Requestor column. The Edit Requestor page appears displaying the current properties of the selected requestor. You can modify these properties (described in Editing Requestors). Note that any modifications are globally applied to any VCX system feature that uses that requestor.
CHAPTER 10: CONFIGURING ROUTING AND TRANSLATION SERVICES
11 CONFIGURING THE CALL REPORTS APPLICATION This chapter describes how to configure and use the VCX Call Reports application to view Call Detail Records (CDRs) collected by the server hosting the VCX Accounting service for each office (regional and any associated branches).
CHAPTER 11: CONFIGURING THE CALL REPORTS APPLICATION Call Detail Records Overview Call Detail Records (CDRs) contain information about each call that is processed by the VCX IP Telephony Suite. CDR information can be generated by either a gateway, the IP Messaging server, or the call processor. These components send the CDR information directly to the Accounting server.
Accessing the Call Reports Application Accessing the Call Reports Application 337 To access the VCX Call Reports application: 1 Log in to the personal computer running the VCX Call Reports application. 2 From the Start menu, click VCX Call Reports. The installation default location is Start | All Programs | 3Com VCX | VCX Call Reports. The VCX Call Reports application main window appears. See Figure 136.
CHAPTER 11: CONFIGURING THE CALL REPORTS APPLICATION Downloading CDR Data CDRs can be downloaded from either the VCX or IP Messaging applications within the IP Telephony Suite, and can be retrieved either manually or automatically. See the VCX Maintenance Guide for a description of VCX CDR fields. See the IP Messaging Module Operations and System Administration Guide for information on the IP Messaging CDRs.
Managing the CDR Display and Generating Reports Managing the CDR Display and Generating Reports 339 This section provides a general description of the features available in the VCX Call Reports user interface. For detailed information, see the online help provided with the application. You can control how CDRs are displayed: ■ Use the Display tab in the Preferences dialog box (from the View menu, select Preferences) to specify whether to display all records or a subset of records.
CHAPTER 11: CONFIGURING THE CALL REPORTS APPLICATION Table 36 Call Reports Application Preferences Fields Field Section Field Description Network Addresses VCX IP Address Enter the IP address of the server storing the CDRs you want to view. This can be the server hosting: ■ An Accounting service — Enter the IP address associated with eth1 on the primary VCX call processor.
Changing Configuration Preferences 341 Table 36 Call Reports Application Preferences Fields (continued) Field Section Field Description VCX CDR Login User Name Specifies the username of the account used to access the directory on the VCX server to which CDRs are written. The default is cworks. Password Specifies the password of the account used to access the directory on the VCX server to which CDRs are written. The default is cworks.
CHAPTER 11: CONFIGURING THE CALL REPORTS APPLICATION Uninstalling the Call Reports Application To uninstall the Call Reports application: 1 From the Start menu, click Control Panel. The Control Panel window appears. 2 Click Add or Remove Programs. The Add or Remove Programs window appears. 3 From the Currently installed programs column, select 3Com VCX Call Reports. 4 Click Change/Remove. 5 Click OK. The program uninstalls. If prompted, reboot your computer.
INDEX Numerics 2101 2102 3101 3102 3103 A Basic telephone 151 Business telephone 150 Basic telephone 149 Business telephone 148 Manager’s telephone 155 access roles 24, 31 admin 32 dir 33 manager 32 user 32 accessing the LUI 146 Accounting service 17 adding anonymous call restrictions 112 attendant console 124 bridge mappings for an extension 185 bridge permission for an extension 182 calendar bands 325 call restrictions 113 class of service 66 day time bands 323 dial plans 254 dial rules 258 emergency
INDEX bridged lines 117 business telephones accessing the LUI 145 busy lamp flash 129 buttons, telephone mapping features to 194 testing 154 C calendar bands adding 325 deleting 327 editing 327 managing 325 call coverage 170 and call fallback 90 default 171 for attendants 227 for hunt groups 227 for phones 170 types 170 call coverage rule adding for groups 230 adding for phones 173 deleting 180 editing 178 types 173 Call Detail Record see CDR call fallback 90 call forward busy 76 ring no answer 76 un
D software 17 configuration tasks 21 configuring 3Com telephones 144 accessing Directory interface 270 accessing the Users interface 54 attendant console 122 bridge mapping 184 bridge permissions 181 calendar bands 325 call coverage 170 call forward busy 165 call forward ring no answer 165 call forward universal 166 call park 206 caller identity 166 class of service 65 class of service elements 70 data collection frequency 43 data collection frequency at a branch office 44 data collection frequency for a r
INDEX parameters 259 directed call pickup 77, 210 disabling inbound or outbound calls from a class of service 67 trunk to trunk calls for a class of service 68 dynamic button mapping 194 E editing attendant console basic information 128 calendar bands 327 class of service 68 class of service elements 72 day time bands 324 dial plans 257 elements 72 emergency defaults 135 emergency digits 137 emergency gateway IP addresses from an ERL 138 emergency lines to an ERL 140 end points 294 extensions on an
I editing 319 managing 318 hunt groups adding phone extensions 236 call coverage points default 227 scheduled 227 calling 219 circular 219 configuring MWI 247 linear 219 queue notification thresholds 225 removing external user extensions 242 removing local user extensions 241 resetting ring sequence 245 setting a ring tone 117 timeout values 219 types 218 using the search tool 249 I IP address, viewing 152 IP Messaging Module 17 IP Messaging provisioning application 28 L language specifying for phone LCD
INDEX deleting routes 303 editing 315 P paging 213 passwords application access 24 changing 24 for a phone extension 99 patterns deleting 263 editing 263 managing 290 personal speed dials configuring 167 phone extensions adding 97 adding a range 99 assigning to users 102 deleting 101 managing 95 modifying 100 roaming 106 unassigning 105 phone password 99 phone profiles cloning 93 creating 83 default profile 83 deleting 90 designating 90 deleting 92 editing 91 locating 91 viewing member phones 92 phon
S deleting 313 wizard 308 route plan configuration multiple site 275 requirements 271 single-site 272 routes adding outdial patterns for 302 configuring 271, 297 deleting 299 deleting outdial patterns 303 editing 299 managing 297 updating priorities 301 S searching for groups 249 for users 60 for users through global directory 50 secondary servers 18 selective ringing 117 and MWI 120 configuring 117 session timer, web 35 silent monitoring configuring 169 removing an assigned extension 170 single-site conf
INDEX viewing call history for phones 115 call restrictions 115 phone registrations 110 users 55 W web session timer modifying 35 week day bands adding 320 deleting 322 editing 322 managing 320 wizard route plan 308 Z zone paging 213
