Bizfon 7000 System Administration Guide (For Release 5.
System Administration Guide Table of Contents 1 2 3 4 5 6 7 8 9 Introduction ..............................................................................................................................................1 1.1 Who Should Read This Guide ..................................................................................................................1 1.2 What this Guide Is and What It Is Not................................................................................................
System Administration Guide 9.3.2 Dial 8 + PIN Service Group.......................................................................................................36 9.4 Interaction Between Service Groups and Handset Outside Line Restrictions .........................................37 10 Unified Messaging..............................................................................................................................38 10.1 Access Mechanisms .....................................................
System Administration Guide 16.1.1 Internal Administration Web Site...............................................................................................63 16.1.2 Internal System Info Web Site...................................................................................................63 16.1.3 Internal Custom System Web Site ............................................................................................63 16.1.4 Internal Custom User Web Site.......................................
System Administration Guide Introduction 1 Introduction 1.1 Who Should Read This Guide This guide is to be read by people who will be installing and maintaining the Bizfon 7000 server. The technical background of the administrator is assumed to be greater than that of the system’s end users. This is not an end user document. The reader is expected to have a sufficient computer networking and basic telephony background. 1.
System Administration Guide Connecting to Web Administration 2 Connecting to Web Administration The administrative interface to the Bizfon 7000 is accessed using a web browser. Assuming the network settings are set to their factory defaults, the steps to connect to this interface are: 1. Plug your PC into one of the server’s LAN ports. 2. Set up the PC’s network interface to obtain an IP address automatically (using DHCP). 3. Verify that the PC has an IP address on the 192.168.2.x network.
System Administration Guide Configuring a New Bizfon 7000 3 Configuring a New Bizfon 7000 Login to the Bizfon 7000 web administration page. When the Home page appears, click on the Install Checklist link (on the left hand side) to bring up a new window containing steps necessary to set up a new system. Each brief step description is followed by a link to get to the appropriate administrative web page to execute the step. These steps are ordered to aid in a successful configuration.
System Administration Guide Upgrading Server Software 4 Upgrading Server Software The software on the Bizfon 7000 server is upgradable. Before performing an upgrade, be aware that: • It is highly recommended that you perform an OfficeSafe backup prior to performing the upgrade (see Backing up and Restoring Data). • An upgrade will require a reboot of the server. So, the system should be idle (no phone or data users) when this is done.
System Administration Guide Upgrading Server Software You must continue with the Activate step to complete the software update. If you do not get this dialog, do not activate the update. Your disk could get corrupted. Reboot the server and use alternative 2 described in the next section. If this step doesn’t seem to work, check the Reports / System Events page for any error information. If the download took a long time to complete, your browser’s connection to the server web administration may time out.
System Administration Guide Upgrading Server Software After all the files have been copied, continue with the Activate step to complete the software update. 4.2 Step 2: Activate the Update Once you have copied the software update files to the server, you are ready to tell it to update its software using those files. Just click the Activate Update button. This will cause the server to validate the files, install them, and reboot.
System Administration Guide Network Configuration 5 Network Configuration The Bizfon server provides powerful and flexible network infrastructure capability. Much of this flexibility is configured by setting the Network Mode parameter on the Network / Configuration page. This page shows different parameter sets depending on the Network Mode setting. If the Network Mode is set to the factory default value of NAT/Firewall with DMZ, the page will be similar to that shown below.
System Administration Guide Network Configuration 5.1 Network Mode: Standard Router When the network mode is set to Standard Router, the logical network capability is as shown in the diagram below. Bizfon 7000 WAN Network Services WAN IP Router LAN Network Services Switch 4 Ports LAN The server acts like an ordinary two port router with the server routing packets between the LAN and WAN interfaces. No NAT or firewall functionality is enabled. All LAN hosts are “visible” on the WAN.
System Administration Guide Network Configuration 5.2 Network Mode: LAN Host When the network mode is set to LAN Host, the logical network capability is as shown in the diagram below. Don’t connect the WAN port to a network when in this mode. Bizfon 7000 WAN Network Services WAN IP Router LAN Network Services Switch 4 Ports LAN This mode is designed to be used when the Bizfon server is deployed as a peer (instead of as a router or firewall) on the local area network.
System Administration Guide Network Configuration 5.3 Network Mode: NAT/Firewall When the network mode is set to NAT/Firewall, the logical network capability is as shown in the diagram below. Bizfon 7000 WAN Network Services WAN Firewall IP Router LAN Network Services Switch 4 Ports LAN This mode’s default setting permits only outbound connections from the LAN to the WAN; all WAN initiated connections are denied.
System Administration Guide Network Configuration For example, a web server at port 80 is on a PC at 192.168.101.9. This is on the LAN. To permit access to this web server from the WAN at port 5000, create a new entry in the above table where the WAN Port # is 5000, the Protocol is TCP, the IP Address is 192.168.101.9, and the Local Port # is 80. Due to security requirements, the Bizfon server’s LAN IP address is not permitted as an IP Address in the table above.
System Administration Guide Network Configuration 5.4 Network Mode: NAT/Firewall with DMZ When the network mode is set to NAT/Firewall with DMZ, the logical network capability is as shown in the diagram below. Bizfon 7000 WAN Firewall WAN Network Services IP Router LAN Network Services Switch 4 Ports LAN Turning on the DMZ moves the WAN network services behind the firewall. This means that even the Bizfon WAN services (POP, SMTP, FTP, HTTP, …) are not available by hosts on the WAN.
System Administration Guide Network Configuration Notice the checkboxes for specific Bizfon services. They are convenience shortcuts to filling in the form above them. 5.5 Network Mode: NAT/Firewall with Stealth DMZ This mode is the same as NAT/Firewall with DMZ except that all ICMP services (echo, redirect, etc) are turned off. This makes it more difficult for attacks from the WAN to probe the server.
System Administration Guide Network Configuration receive email from the Internet for local users. DNS is required so the email server can resolve outbound mail addresses. SNTP is required to get accurate time from an Internet time server (configured on the Maintenance / Time page). 5.7 Example 2: Secure Firewall with Internal Email Server Requirements: The requirements are identical to Example 1 except that instead of using the Bizfon server as the email server, another host (at 192.168.101.
System Administration Guide Adding Handsets 6 Adding Handsets 6.1 SIP Phones 6.1.1 Plug-and-Play Some SIP phones are plug-and-play, which means that they will automatically register with the server when they boot up on the network. The following phones are capable of this: • Bizfon IP2 • Cisco models 7905 and 7912 running SIP software versions 1.
System Administration Guide Adding Handsets Select the phone model and fill in the required fields. If the phone isn’t an Bizfon IP2 or one of the recognized Cisco phone types, then follow these steps: 1. Change the Model to Generic SIP. 2. Enter a Login ID and Password for the phone to use to authenticate with the server. Note that the Login ID must be unique; cannot use the same Login ID on multiple phones. 3. Click the Program button to add the new handset to server. 4.
System Administration Guide Adding Handsets phone receiver so that the phone is “off hook.” Click the Scan For New link on the Phone System / Handsets page in the Analog Handsets section. Your phone will now appear in the Analog Handsets section of the page. Hang up the phone receiver. 6.3 Testing Phones Below are some suggested steps for verifying that a phone is set up correctly: 1. Dial 400 for auto attendant. 2. Enter ‘#7’. The auto attendant will play back information about the phone configuration.
System Administration Guide SIP Proxy 7 SIP Proxy Note that this is an optional feature that requires a feature key. Using a SIP Proxy, the Bizfon 7000 can use an Internet Telephony Service Provider (ITSP) to provide support for dialing and receiving outside calls. To configure the server for your ITSP, go to the Phone System / Outside Lines page. In the SIP Proxies section, you will see a list of all the SIP Proxies you have configured. To configure a new SIP Proxy, click the New SIP Proxy link.
System Administration Guide • • • • • SIP Proxy Proxy IP Address: This is the IP address of the ITSP’s server. Get this from the ITSP. Proxy Port: The default value is typical. Verify with the ITSP. If your SIP proxy server requires SIP registration, check the box indicating this and fill in the Login ID and Password assigned by the ITSP.
System Administration Guide SIP Proxy The only difference between this page and the one for creating a new SIP Proxy is the Advanced Settings section. The specifics of what values to enter for each of the advanced settings parameters vary with different ITSP’s. Consult with your ITSP for this information. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark.
System Administration Guide Configuring Bizfon IP2 Phones 8 Configuring Bizfon IP2 Phones 8.1 Introduction To configure Bizfon IP2 phones, go to the SIP Handsets section of the Phone System / Handsets page. This shows a list of all Bizfon IP2 phones known by the Bizfon server. As you can see, a number of functions are available by clicking on per phone links. Per Phone Functions: • View Configuration – This allows you to view and modify the phone configuration.
System Administration Guide • • Configuring Bizfon IP2 Phones Delete – Delete the phone (so the server no longer knows about it). Ring – Ring the phone. This is useful to verify connectivity. The phones must be rebooted before any configuration changes will take affect. The phone configuration parameters are available by clicking on the View Configuration link. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved.
System Administration Guide Configuring Bizfon IP2 Phones This page contains a number of functional sections: Programmable Function Keys, Template Options, and Phone Options. Each one will be examined in the sections below. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark. All other names may be trademarks or registered trademarks of their respective owners.
System Administration Guide Configuring Bizfon IP2 Phones 8.2 Programmable Function Keys (PFK’s) Look at the Programmable Function Keys section on the View Configuration page. This section is used to show and modify the configuration of the individual PFK’s on a particular handset. To modify the configuration, click the Modify link. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark.
System Administration Guide Configuring Bizfon IP2 Phones 8.2.1 Station Mode Selection Notice the Station Mode selection in the above figure. It can be set to PBX Behavior or Key System Behavior. This selection is used to change the way two areas of phone behavior: • It varies how some of the PFK functions work. These changes will be specified below when the functions are described. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved.
System Administration Guide • Configuring Bizfon IP2 Phones It varies how the handset Hold button works. When in key system mode and the active call is on a Line Appearance PFK, the Hold button performs a system wide call park operation that allows the call to be picked up by a Line Appearance PFK on this or another handset. When in PBX mode or the active call is on a Call Appearance PFK, the Hold button performs a local hold operation that is local to the handset. 8.2.
System Administration Guide Configuring Bizfon IP2 Phones Function PFK Type – The PFK can be set to perform one of a specified set of functions. Allowable functions are: • Centrex Flash – Sends a flash signal out the analog CO line. This is ignored if not connected to an analog CO line. • Headset – Turns the headset (if one is plugged in) on and off. If a headset is plugged in and the handset is off-hook, then this button toggles the audio between the headset and the handset.
System Administration Guide Configuring Bizfon IP2 Phones 8.3 Phone Options Look at the Phone Options section on the View Configuration page. This section is used to show and modify the phone options for a particular handset. To modify the configuration, click the Modify link. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark.
System Administration Guide Configuring Bizfon IP2 Phones Many of these options are easily understood from the web page. However, some of the more complicated ones will be described next. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark. All other names may be trademarks or registered trademarks of their respective owners.
System Administration Guide Configuring Bizfon IP2 Phones 8.3.1 Description of Options Codec Preference Order – Sets the preferred codec order in the phone. The codec is the method of encoding/decoding the audio sent to and received by the phone. The two possible codec’s are G.711 and G.729A. G.711 preserves voice quality, but takes more bandwidth. G.729A takes less bandwidth, but reduces voice quality. Note that this only sets the preferred codec order.
System Administration Guide Configuring Bizfon IP2 Phones Enable Line Appearance(s) Use of Dial Plan – If not enabled, the phone number dialed when a line appearance PFK is selected is not displayed by the phone, is not recorded in the phone’s call history, and is not available for redial. Reasons to disable are if the line doesn’t follow the North American Numbering Plan (including if the line connects to another PBX).
System Administration Guide Configuring Bizfon IP2 Phones 8.4.1 Default Templates The current default template for each phone type is listed as * active * in the list of Handset Configuration Templates. To make another template the default, click its Activate link. The current active templates are used for configuring phones during plug-n-play. 8.4.
System Administration Guide Dialing Rules and Service Groups 9 Dialing Rules and Service Groups 9.1 Background Information 9.1.1 Dialing Rules As a user dials digits on a phone, the system collects the digits one at a time. How does it know when it should wait for more digits (because the user is dialing slowly) or when it should take the digits it has and try to make a call with them? The server’s rules for this are called Dialing Rules.
System Administration Guide Dialing Rules and Service Groups The first step in configuring this area is to set up the desired service groups. If one of the pre-configured service groups satisfies your requirements, you have nothing more to do. If not, click New Service Group to create your own. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark.
System Administration Guide Dialing Rules and Service Groups Enter a Description for this service group. Then, move the services required for this group into the new service group. When an outbound call is initiated using the service group, the services in the group will be tried in top-down order until an idle service is found. The call will be made using the first idle service in the list.
System Administration Guide Dialing Rules and Service Groups Configuration Steps 1. Enter your Home Area Code and set the Dial Method. Most local calling areas will set the Dial Method to Area Code NOT dialed (i.e. 7-digit dialing). This sets up the dialing rule for local calls. 2. Notice the all others area code entry. Its Dial Method is permanently set to 1 + Area Code dialed. This sets up the dialing rule for most long distance calling. 3.
System Administration Guide Dialing Rules and Service Groups Choose the desired Service Group to use for all 8 + PIN calls. Be sure to select only service groups that contain only CO lines. 9.4 Interaction Between Service Groups and Handset Outside Line Restrictions As stated above, service groups are used to direct the placement of outbound calls to particular services and the service chosen for a particular call is the first idle service in the group. There is one exception to this.
System Administration Guide Unified Messaging 10 Unified Messaging The Bizfon 7000 supports unified messaging such that a user’s voicemail and email messages are combined into one “inbox” in the system. Because voicemail and email are stored together and because voicemail can be accessed both as voicemail on the phone and as email on a PC, unified messaging may behave in unexpected ways.
System Administration Guide Unified Messaging Each user’s PC email application needs to be configured so it can talk to the Bizfon server to send and receive messages. The precise details depend on the application, but here is the required server information: • Enter the IP address of the Bizfon 7000 server’s LAN TCP/IP Address (from the Network / Configuration page) as the incoming POP3 server address. • Enter the same address as the outgoing SMTP server address.
System Administration Guide Unified Messaging Commentary: Tom will get all his email and voicemail messages using his external email account. Since the system will delete the messages off the server as soon as they are forwarded, he doesn’t need to periodically delete anything left there. 10.2.3 Example 3 Requirements: Tom will use the Bizfon 7000 for his email. He wants to use his phone to listen to voicemail messages, but doesn’t want those messages sent to his email account.
System Administration Guide Backing up and Restoring Data 11 Backing up and Restoring Data It’s a good idea to back up your Bizfon 7000 server data. In the event of a server failure, you can restore your data from the backup. You can set up the Bizfon OfficeSafe Application to create the backup as frequently as you need. Take a few minutes to assess how much data you would be willing to lose in case you need to restore the system from a backup.
System Administration Guide Backing up and Restoring Data 7. Click Apply New Settings to save your changes. 8. Click Backup Now or click Start Backup Services for the backup to begin at the time you selected. Do not exit the OfficeSafe application. The OfficeSafe application must be running on the PC whenever a backup is performed. You may, however, minimize the window. 9. When the backup has completed, a message appears: “Backup operation completed normally.
System Administration Guide Backing up and Restoring Data 14. The Bizfon server will power down and then power back up in Safe Mode. 15. In the OfficeSafe section, enter the IP Address of OfficeSafe PC (and where the backup data is located). 16. Select the Restore from OfficeSafe button. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark.
System Administration Guide Backing up and Restoring Data 17. Depending on the size of the backup data (and the performance of your network and OfficeSafe PC), it may take several minutses or longer for the backup to be restored. You will see a Restore was successful message in the Status pane when complete. 18. Select Reboot in Normal Mode and click the Reboot button. CAUTION: Do NOT select Reboot the Bizfon 7000 in Normal Mode with Factory Defaults restored. 19.
System Administration Guide Remote IP Phone 12 Remote IP Phone A remote IP phone is one where the phone’s local area network (LAN) is not the same as the Bizfon server’s LAN. An example of this scenario is where the Bizfon server is set up at the company’s main office, but an employee wants to be able to have an office phone at home such that calls to/from that phone work just as though the employee was at the company’s main office. 12.
System Administration Guide Remote IP Phone As instructed on the page, enter the firewall’s public internet address as the Public IP Address. Furthermore, the firewall must be configured to statically map specific ports through the firewall to the Bizfon server. This is described in the NOTE section on the page. 12.3 Remote Bizfon IP2 Phone 12.3.1 Configuration Configuration of the remote phone requires setting two configuration parameters in the phone itself.
System Administration Guide 12.3.2 Remote IP Phone Limitations While connecting the Bizfon IP2 phone to a network behind a NAT firewall works well, there are a few limitations. 1. While intercom works fine, paging functions usually do not. More specifically, sending pages from the remote phone always works, but neither zoned nor overhead pages will be heard at the remote phone. Solution: Paging is implemented using IP multicasting.
System Administration Guide Remote IP Phone There are reasons why having a bigger range than absolutely necessary is good. However, when you have to manually map the ports through a firewall, you’ll want to dramatically reduce the large default range to something you are willing to type into your firewall configuration. A suitable number would be 10 ports. Modify the Phone Options to change the RTP Media Port Range parameter to reduce the maximum range.
System Administration Guide Call Routing 13 Call Routing 13.1 Call Routing Concepts 13.1.1 Introduction When we think of calling an extension, we think of the system causing a particular phone to ring. Thus, if I tell you that my office extension is 106, you expect my office phone to ring when you dial it. Yet, we can imagine some circumstances under which my phone will not ring when you dial 106.
System Administration Guide Call Routing What should the system do with the call if a particular connection attempt in a primary route is busy (the phone is busy)? Normally, the system will consider the attempt failed and go on to the next connection attempt (or the finally clause). This is the same action taken as if the phones weren’t answered. What if I want to take a different action if the phones are busy? This can be specified via an optional “on-busy route”.
System Administration Guide Call Routing 13.2 View and Change a Call Route The first step to changing a call route is to select the extension whose call routes you wish to change. Go to the Phone System / Extensions page. Click on the View Call Routes link of the extension you want to change. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark.
System Administration Guide Call Routing Notice that each presence has its own set of call routes. If there is only one call route defined for a presence, it applies to all incoming calls. If more than one is defined, all but one has a CallerID pattern to match incoming calls against. The system must always have a call route that is independent of the incoming call’s CallerID. It creates a default call route for this when the extension is created.
System Administration Guide Call Routing Most of the configuration options on this page should be comprehensible after reading the Call Routing Concepts section above. Some additional explanation follows. Notice the presence setting displayed near the top of the page. Next to it is a checkbox to apply changes made here to all presences.
System Administration Guide Call Routing 13.3 Changing a User’s Presence Setting 13.3.1 Changing Presence Via an Bizfon IP2 Phone A user’s presence can be changed via an Bizfon IP2 phone. When the Mute/DND button is held down for greater than 1 second, a presence menu will appear. See the “User Guide – Bizfon IP2” for more information. 13.3.2 Changing Presence Via Any Phone A user’s presence can be changed using any phone connected to an Bizfon 7000 by accessing the user’s message center inbox.
System Administration Guide 13.3.4 Call Routing Changing Presence Via the Administrative Web Page Although users can change their own presence setting, the Bizfon 7000 system administrator can change a user’s presence by going to the Business / Users page, clicking on the Modify link of the user to change, and changing the User Presence setting. 13.4 Outside Line Call Routing Outside lines (of any type: CO line, SIP Proxy, SIP GW, DID Block) have a call route associated with them.
System Administration Guide Call Routing The Call Route section determines how a call coming into the system on this CO line is directed. The options shown are mostly self-explanatory. Below is some additional information. The Bizfon 7000 supports multiple auto attendants. When a call is routed to an auto attendant, it goes to the designated default auto attendant for this outside line.
System Administration Guide • Call Routing o The phone is Susan’s office phone o The number of rings is 4 o The ring type is Single (int), Double (ext) Finally clause set to transfer the call to Susan’s voicemail 13.5.2 Example 2: Ring 1st Phone, Then ring 2nd Phone, Then Voicemail Requirements: Irregardless of Susan’s presence, when a call is made to her extension, her phone should ring.
System Administration Guide Key System Behavior 14 Key System Behavior The Bizfon server and Bizfon IP2 phones can be configured to behave like a key system. 14.1 Example Configuration Requirements: An insurance agent called Best Insurance is provisioned with 3 CO lines. The office is staffed by 5 employees, with each having an Bizfon IP2. The system will behave like a key system with a PFK on each phone mapped to each of the CO lines.
System Administration Guide Direct Inward Dialing (DID) 15 Direct Inward Dialing (DID) Direct inward dialing (DID) is a service offered by a local telephone company that provides a block of phone numbers for calling into a PBX without requiring a physical line for each number. In cooperation with the PBX, each number is mapped to a PBX extension so that each PBX user has a unique outside number that can be used to ring the user’s phone directly rather than directing the incoming call to an auto attendant.
System Administration Guide Direct Inward Dialing (DID) 15.2 Configure a Call Routing Plan for the DID Block After the DID block is created, look at the Direct Inward Dial Blocks section on the Phone System / Outside Lines page to see the routing plan associated with the block. Note the Plan parameter value. Find it in the Direct Inward Dial Routing Plans section on the Phone System / Outside Lines page. To configure the routing plan, click on the Details link associated with the routing plan.
System Administration Guide Direct Inward Dialing (DID) 15.3 Create the DID Lines The last step in configuring the Bizfon server to use DID lines is to configure each of the analog lines that have DID trunk lines plugged into them. Look at the Analog Outside (CO) Lines section of the Phone System / Outside Lines page. Click on New DID Line for each port where a DID trunk line is plugged in. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.
System Administration Guide Direct Inward Dialing (DID) The Number of digits sent by CO to identify DID number must be as specified by the telephone company. Select the DID Block created earlier. 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark. All other names may be trademarks or registered trademarks of their respective owners.
System Administration Guide Web, FTP, and CIFS 16 Web, FTP, and CIFS 16.1 Web Sites The Bizfon server supports a variety of web sites: administrative and user, internal (LAN) and external (WAN), auto-generated and customized content, system information and user information. These will be described below. The custom content must be HTML only. No server side scripting languages (ASP, server side Java, Cold Fusion, CGI) are supported.
System Administration Guide 16.1.4 Web, FTP, and CIFS Internal Custom User Web Site The Bizfon server hosts internal (LAN) per-user web sites composed of custom HTML content. To view the web sites, go to http://LANSideServerName/export/users/LoginName/website/. To add, delete, and modify the files for the web site, use ftp://LANSideServerName/users/LoginName/website or use Windows file sharing (CIFS) to \\HostName \users\LoginName\website. 16.1.
System Administration Guide Call Queues 17 Call Queues Note that this is an optional feature that requires a feature key. Call queues are useful when incoming calls may not be able to be immediately answered “live”, but will be able to be answered after some delay. The incoming calls go into a “hold” queue and agents (people responsible for answering calls from a queue) can answer each call in first-in-first-out (FIFO) order. The Bizfon IP2 phone provides rich support for working with call queues.
System Administration Guide Call Queues The system supports 10 queues. To configure a queue, click the Modify link. Then click the change link on the queue you want to configure. This brings up a browser pop-up like this: 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark. All other names may be trademarks or registered trademarks of their respective owners.
System Administration Guide Call Queues Change Description to something meaningful to you as the system administrator (example: “Customer Support”). The number in the Replay Status Message parameter is the interval, in seconds, between replays of the queue status message to waiting callers. The Maximum Wait parameter is the maximum time, in minutes, that a call will wait in the queue (unanswered) before moving to one of the final dispositions shown.
System Administration Guide Call Queues 17.2 Servicing a Queue with an Bizfon IP2 Phone 17.2.1 Configuring the Phone An Bizfon IP2 phone can be configured such that one of its programmable function keys (PFK) can monitor the status of a queue and allow the user to answer a waiting call. This type of PFK is called a “queue appearance”. To configure the PFK, go to the Phone System / Handsets page and click on the View Configuration link for the phone you want to configure.
System Administration Guide Call Queues Select a PFK to designate for this queue, click the drop down arrow, and select Queue Appearance for this PFK’s function. Then click the define link that appears. This will bring up a browser pop-up like this: 50 Stiles Road • Salem, NH 03079 • Toll Free 1-800-260-5793 • 603-870-9400 • www.Bizfon.com © 2005 All rights reserved. Bizfon is a registered trademark. All other names may be trademarks or registered trademarks of their respective owners.
System Administration Guide Call Queues On this page, the first selection is to choose the particular Call Queue to be designated for this PFK. Next is a checkbox to specify that the phone should automatically Login to the agent group responsible for servicing the queue. The Ring Type might be set to a unique type for this phone so that the agent can easily distinguish calls in the queue from other calls to his phone. As you can see, the page contains a description of most of the parameters.
System Administration Guide Call Queues Commentary: Agent 3’s phone will ring when any call has been in the queue for 3 minutes (or 5 or more callers are in the queue). This might happen because Agents 1 and 2 are: • Already talking to other callers in the queue. • Away from their desk. • Have finished with their previous call, but are in their 2 minute rest interval.
System Administration Guide 17.4.1 Call Queues Example 1: Call Routing To Auto Attendant and Then Call Queue Requirements: The inbound call will come in to the auto attendant. The custom auto attendant greeting will include, “For customer support, press 2.” When the caller presses 2, they will hear the customer support queue greeting and be placed in the queue. Configuration: 1. The inbound call will come in on an outside line. The outside line’s call route is set to route calls to the auto attendant.
