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Wave ISM 2.0

Global Administrator Guide

Wave

Release 2.0

September 2010

Summary of content (1028 pages)

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Wave ISM 2.0 Wave Global Administrator Guide Release 2.
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Vertical Communications, Inc. reserves the right to revise this publication and to make changes in content without notice. © 2010 by Vertical Communications, Inc. All rights reserved. This publication contains proprietary and confidential information of Vertical Communications, Inc.
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Revision History Release Date 2.0 09/10 Documentation Changes Page No. Added section “About the General Settings applet” that provides links to information about the tasks you can accomplish via the each tab. 3-2 In section “Setting up system-wide audio options”, added information about General HotFix 1005. This HotFix installs French, German, Spanish, and UK English system and auto attendant voice prompts so that you can specify the language used for prompts played to callers and users.
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Revision History Release Date Documentation Changes Page No. The option to Enable multiple line appearances on an analog phone is now documented. 11-54 Imitating a Wave station on externally routed calls is supported for a 11-56 You can disable the softkeys used to make selections from the display screen on a user’s digital or SIP phone.
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Revision History Release Date Documentation Changes Page No. As part of auto attendant configuration, added Note to section “Defining menu choices” describing limitations of the Process all other digits as user extensions option. 13-12 A Transfers to scheduled action for an auto attendant menu choice can now transfer a call to a hunt group. (Previously, you could transfer calls to another auto attendant, user, queue, or ViewPoint group.
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Revision History Release Date Documentation Changes Page No. Wave IMpulse supports instant messaging in ViewPoint. • • • • You enable/disable the Instant Messaging server via the System tab in the General Settings applet. To access the Wave IMpulse administrator console, start the Wave IMpulse applet, located on the Applications tab in the Global Manager Administrator Console.
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Revision History Release Date Documentation Changes Page No. Automatic gain control (AGC) of voice mail recordings is supported via the new Voice Mail w/Automatic Gain Control resource type. AGC adjusts the volume level of audio as a voice message is recorded so that the playback level is more consistent. The new resource has been added to the “System resource types” table. New licenses are required in Wave ISM 2.0. See the important note. Wave ISM 2.0 supports scalability and edition-based licensing.
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Revision History Release Date 1.5 SP3 09/09 Documentation Changes Page No. SERVICE PACK RELEASE: Added security warning when you are configuring an SCP concerning setting the Tandem access profile field to “Unrestricted”. 6-12 The maximum value for the SCP route step timeout has been increased from 9 to 30 seconds. 6-19 Added section “Dialing phone numbers entered in the ViewPoint dial bar exactly as entered” to support EU dialing requirements.
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Revision History Release Date Documentation Changes Page No. Added section “Customizing AC impedance settings on analog trunk ports” that describes settings that can be used to correct echo return loss problems. 5-18 These are expert settings that should not be modified unless you are directed to do so by your Vertical Technical Support representative. Added section “Configuring ports and channels on the Quad BRI Module”.
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Revision History Release Date 1.5 SP1 02/09 Documentation Changes Page No. SERVICE PACK RELEASE: Added sections on how to configure fax redirect, automatic phone relocation, and call return for external calls. 1.5 01/09 GENERAL RELEASE (IP 500): The Wave IP 500 Server is now supported. Unless otherwise specified, the information in this manual applies to both the Wave IP 500 and Wave IP 2500 Servers. 1.
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Revision History Release Date Documentation Changes Page No. Expanded information about the interaction of the Call Appearance and Call Waiting digital phone features. 10-14, 10-16 Expanded section on how to configure a Direct Station Select/Busy Lamp Field (DSS?BLP) phone feature button. 10-17 Documented how to use the Call Navigator Pickup Group n parameter of the Line Appearance, Primary, and Queue Status digital phone features.
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Revision History Release Date 1.0 SP2 02/08 1.0 SP1 1.0 12/07 10/07 Release 2.0 Documentation Changes Page No. SERVICE PACK RELEASE: Updated the list of digital phone features to include more information on feature settings, including the Headset command setting to support Bluetooth headsets. 10-20 Expanded instructions on how to use the Button List in the Phone \ Station Features tab of the User dialog to assign features to a user’s digital or IP phone.
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Contents PART 1 Initial Configuration and Administration Chapter 1. About This Guide About Wave ISM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Getting the most out of this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Where to start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 For new Wave system administrators . . . . . . . . . . . . . . . . . . . .
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TOC-2 Management Console basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5 Starting and exiting applets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5 Dialog applets vs. remote access applets . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-5 Dialog applets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6 Remote access applets . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-3 Documentation for the System Settings dialog . . . . . . . . . . . . . . . . . . . . . . 4-2 Setting general options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 Setting general Wave settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 Configuring the dial-by-name directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6 Setting business hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-4 Enabling trunks for external pager and call notifications . . . . . . . . . . . . . . . . . 5-41 Chapter 6 IP Telephony Configuration Allocating IP telephony resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Configuring site-to-site call routing for IP telephony . . . . . . . . . . . . . . . . . . . . 6-3 Enabling IP telephony or SIP signaling protocols . . . . . . . . . . . . . . . . . . . . .6-3 Setting up SIP endpoint authentication . . . . . . . . . . . . . . .
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TOC-5 Setting the home area code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Configuring 10-digit dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 Configuring the VoiceMail extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 Chapter 8. Configuring Inbound Call Routing Configuring trunk groups for inbound call routing . . . . . . . . . . . . . . . . . . . . . . .
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TOC-6 Chapter 10. Configuring Phones About phone templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Configuring phone templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-2 Customizing analog phone templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-4 Customizing digital and SIP phone templates . . . . . . . . . . . . . . . . . . . . . . .10-6 Configuring digital and SIP phone feature buttons . . . . . . . . .
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TOC-7 The User \ External Caller ID tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-21 The User \ Numbers tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-22 The Voice Mail tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-24 Configuring the user’s voice mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-25 Choosing the mailbox for call recordings . . . . . . . . . . . . . . . .
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TOC-8 The Phone \ Station Features tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-65 The Phone \ DSS Consoles tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-67 The Phone \ Ring Patterns tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-71 The Phone \ Softphone tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-72 The Phone \ Automatic Log Out tab . . . . . . . . . . . . . . . . . . . .
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TOC-9 Managing roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Assigning users to a role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Editing a role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating a new role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-104 11-105 11-105 11-106 Wave permissions . . . . . . . . . . . . . . . . . . . . . . .
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TOC-10 Chapter 14. Data Networking Configuration Ensuring that the T-1 serial interface is set correctly . . . . . . . . . . . . . . . . . . . . 14-1 Chapter 15. Initial System Administration About backing up your system configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1 Special backup/restore considerations on a WaveNet node . . . . . . . . . . . .15-3 Backing up your system configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-4 Mirroring your hard drive .
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TOC-11 Configuring Music On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-16 About resource reallocation of Music-on-Hold resources after upgrading . . . . 16-21 Customizing music on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-23 Enabling Public Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-24 Enabling automatic phone relocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-12 Managing system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-3 Playing system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18-4 Exporting system prompt text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18-4 Exporting and importing system prompt audio files . . . . . . . . . . . . . . . . . 18-5 Recording over system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-13 Reporting on account code information . . . . . . . . . . . . . . . . . . . . . . . . . . Setting system-wide account code options . . . . . . . . . . . . . . . . . . . . . . . . Setting a user’s account code modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating a valid account code list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the verbal account code prompt instead of a beep . . . . . . . . . . . . .
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TOC-14 T1 alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22-21 Archiving call recordings and voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-31 About the Wave Recording Archive Service . . . . . . . . . . . . . . . . . . . . . . .22-31 About mailbox recording file formats . . . . . . . . . . . . . . . . . . . . . . . . . . . .22-32 Searching and acting on archived recordings . . . . . . . . . . . . . . . . . . . . . .
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TOC-15 Viewing the Fault Monitor Error Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-19 Downloading Wave files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-22 Setting the minimum free hard drive space notification limit . . . . . . . . . . . . . 23-24 Configuring and using SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SNMP terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-16 Activating Wave licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-11 Before your licenses are activated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24-11 The activation process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24-12 Activating your Wave licenses using one-click activation . . . . . . . . . . . .24-13 Activating your licenses using offline activation . . . . . . . . . . . . . . . . . . .
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TOC-17 Prompting the caller to enter an identifying number . . . . . . . . . . . . . . . . . . . . 26-10 Using custom database queries in Call Classifier rules . . . . . . . . . . . . . . . . . . Merging multiple SQL data fields into a single result field . . . . . . . . . . . Setting up a stored procedure or query in your database . . . . . . . . . . . . . Replacing many Call Classifier rules with a database query . . . . . . . . . .
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TOC-18 Signaling Control Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28-7 Direct site-to-site IP calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28-8 IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28-8 License requirements for IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28-9 MAC addresses . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-19 Automatic Line Selection on Outside Line feature buttons . . . . . . . . . . . 29-30 Chapter 30. Understanding Wave Data Networking WAN technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30-1 Network services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30-2 Microsoft’s Routing and Remote Access Service (RRAS) . . . . . . . . . . . . 30-2 The Wave LAN, segments, and subnets . . . . . . . . . . . . . . . . .
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TOC-20 Interpreting the Trunk Statistics report . . . . . . . . . . . . . . . . . . . . . . . . . . .31-17 About the Trunk Statistics Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31-18 Downloading system reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31-23 Using the Report Generator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31-25 Creating digital phone labels . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-21 Digit Table Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-40 External Voicemail System Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-42 Traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-43 Chapter 33. Self Test Daemon (STD) SNMP agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-22 Changing the Admin and Operator passwords . . . . . . . . . . . . . . . . . . . . . . Identifying users with security-risk passwords . . . . . . . . . . . . . . . . . . . . . . User permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up dialing restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Making account logon more secure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TOC-23 Wave Global Manager port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-4 Wave Global Reporter port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-5 Index Release 2.
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TOC-24 Release 2.
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PART 1 Initial Configuration and Administration Release 2.
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Release 2.
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Chapter 1 1. About This Guide CHAPTER CONTENTS About Wave ISM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Getting the most out of this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Where to start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Using the Help system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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1-2 Chapter 1: About This Guide Where to start This guide provides information about all parts of the remote administration interface used to perform the configuration and system administration steps to set up the Wave system. An extensive online Help system provides detailed information about additional functionality not described in this guide. Note how the following terms are used in this guide: • “Wave ISM” refers to the Wave software infrastructure, Wave Integrated Services Manager.
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1-3 Chapter 1: About This Guide Using the Help system For experienced Wave system administrators 1 Begin by working through the procedures in PART 1, “Initial Configuration and Administration”, to configure the basic Wave ISM system settings. 2 Then choose the advanced features you wish to configure from PART 2, “Advanced Configuration and Administration”. 3 Refer to PART 3, “Key Wave Concepts”, and PART 4, “Reference”, as necessary.
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1-4 Chapter 1: About This Guide Conventions used in this guide Type conventions Type Convention Used to Indicate Bold User interface elements (buttons, field labels, and tab labels) Italics Book titles, glossary words, and word emphasis Courier font Screen text and user-typed command line entries Initial Caps Product names, menu titles, window titles, application titles, dialog titles, hypertext links, file names, and directories Terms used Term How to Interact Click Click the left mouse butt
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1-5 Chapter 1: About This Guide Related reading Related reading For information about this version of Wave ISM, including new features, known issues, and other late-breaking information, see the Release Notes included on the Documentation CD. The following additional documents are included with the Wave Server in Acrobat format, and can be found on the Documentation CD. Manuals Wave Server Installation Guide.
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1-6 Chapter 1: About This Guide Support services Wave SIP Phone Quick Reference Guide. Provides instructions for using SIP phones with Wave. Wave Voice Mail Quick Reference Guide. Provides instructions for using Wave ISM Voice Mail features. Support services Vertical Communications has worked diligently to produce the highest quality communications system possible. In the course of installing or customizing a system customers may require personal attention.
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Chapter 2 2. Navigating the Management Console CHAPTER CONTENTS Before logging on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Management Console basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5 Starting and exiting applets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5 Navigating applet tree structures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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2-2 Chapter 2: Navigating the Management Console Before logging on Logging on for the first time During installation, you connected an administrator PC to the Wave Server using a modem or an Ethernet port on the Integrated Services Card. If you have not yet made an initial connection, see Chapter 4 in the Wave Server Installation Guide for instructions. The first time you log on to the Management Console, you use a default user name and password. You will change the default name and password later.
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2-3 Chapter 2: Navigating the Management Console Before logging on 3 Enter your user name and password. The initial default logon values are: User Name. GlobalAdministrator Password. Vertical4VoIP! Note: Password is case-sensitive. You will see the following warning each time you log on using the default password: 4 Click Log On. If other users are logged on to the Management Console, a list of logged on users will appear. Click OK to close the dialog. Release 2.
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Before logging on 2-4 Chapter 2: Navigating the Management Console If your logon is successful, the Management Console opens. Release 2.
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2-5 Chapter 2: Navigating the Management Console Management Console basics Management Console basics The Wave Global Administrator Management Console is a portal to the applets and their associated dialogs that are used to configure and manage Wave ISM. More information is available about how to use an applet: • Administration tab applets. See this manual, or click Help in an applet dialog. • Applications tab applets. See the documentation for that application. • Diagnostics tab applet.
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2-6 Chapter 2: Navigating the Management Console Starting and exiting applets Dialog applets Most applets are dialog applets. Dialog applets directly open a master dialog, for example the First Digit Table applet: Some applets consist of a single master dialog, while others may link to sub-dialogs. Exiting a dialog applet Click Done or OK to close each sub-dialog until you return to the master dialog. From most master dialogs, you can click any of the following: • Done.
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2-7 Chapter 2: Navigating the Management Console Starting and exiting applets Remote access applets Some Management Console applets (listed in the next table) open a Remote Desktop Connection to the associated application, for example the Date and Time applet: The following table lists the Management Console applets that are launched through remote access: Release 2.0 Tab Applet For more information, see...
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2-8 Chapter 2: Navigating the Management Console Starting and exiting applets Tab Applet For more information, see...
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2-9 Chapter 2: Navigating the Management Console Starting and exiting applets Click Yes to continue. For the User/Group Management applet only, you are presented with the Vertical Wave Global Administrator Log On dialog, with your logon credentials already filled in. Click OK to continue. See “Using the User/Group Management applet” on page 2-13 for more information.
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2-10 Chapter 2: Navigating the Management Console Navigating applet tree structures Left-handed mouse users Once a Remote Desktop Connection is established, a user with a left-handed mouse may notice that the mouse buttons suddenly appear to become unresponsive. In actuality, the mouse buttons have been reassigned to right-handed settings, and the buttons are now reversed.
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2-11 Chapter 2: Navigating the Management Console Navigating applet tree structures Displaying and hiding items in a tree To display items in a tree 1 Open the appropriate applet, if it is not already open. Note: A green dot next to a trunk, channel, port, or card, or module indicates that it is in service. A red X indicates that the item is not in service. 2 Click the plus (+) sign next to the appropriate module or card to display the items within it. Release 2.
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Navigating applet tree structures 2-12 Chapter 2: Navigating the Management Console To hide items in a tree 1 Complete any configuration changes you are making in dialogs opened from an applet, and return to that applet. The Station Ports applet is shown in the following example. 2 Click the minus (-) sign next to the appropriate trunk, module, or card to hide the items within it. Release 2.
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2-13 Chapter 2: Navigating the Management Console Using the User/Group Management applet Selecting items in a tree To select items in a tree 1 Open the appropriate applet, if it is not already open, and display the items within a trunk, card, or module. 2 Select the items you want to configure. • To select a contiguous range of items, select the first item in the range, then hold down the Shift key while you select the last item in the range.
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Using the User/Group Management applet 2-14 Chapter 2: Navigating the Management Console Accessing the User/Group Management applet To access the User/Group Management applet Click 1 From the Wave Global Administrator Management Console, click the User/Group Management icon, located in the PBX Administration section. 2 A remote access session opens, connecting you to the Vertical Wave Global Administrator Log On dialog, with your Wave ISM logon credentials already entered.
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2-15 Chapter 2: Navigating the Management Console Using the User/Group Management applet The User/Group Management applet interface The User/Group Management applet interface is composed of views (see “Working in views” on page 2-17). Each view enables you to configure, manage, or monitor an aspect of the Wave system. View Description See Users Manage Wave users. Includes changing passwords and allocating disk space to users for voicemail messages and greetings.
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2-16 Chapter 2: Navigating the Management Console Using the User/Group Management applet View Description See Dial Plan View and edit a complete list of internally dialable numbers. “Managing your dial plan with the Dial Plan view” on page 22-2 System Prompts Listen to and change recordings used “The System Prompts view” on for standard system prompts and page 18-2 auto attendants. Call Log View a record of all the calls made on “Using the Call Log view” on the system.
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2-17 Chapter 2: Navigating the Management Console Using the User/Group Management applet Command Description See System Settings Configure and customize several aspects of your Wave system. Chapter 4 Working in views To open a view, click its button in the view bar on the left side of the User/Group Management applet window. You can also open a view by clicking the View menu and choosing a view. Note: If a view is not available to you, you might not have permission to view it.
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2-18 Chapter 2: Navigating the Management Console Using the User/Group Management applet Using commands in a view A command always affects the item or items that are selected. To select multiple items, hold down the CRTL key as you click the items. You can perform a command using any of the following methods: • Choose a command from the view’s menu. For example, in the Users view, click the Users menu and choose a command. • Click a toolbar button (see the next table).
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2-19 Chapter 2: Navigating the Management Console Using the User/Group Management applet Customizing columns Click a column header to sort by that column. Click again to sort in the reverse order. The arrow in the column header shows by which column and in what direction the display is currently sorted. You can resize column widths by dragging the sides of the column headers.
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Using the User/Group Management applet 2-20 Chapter 2: Navigating the Management Console Using the audio controls Wave’s audio controls make it easy to create and modify recordings of all types. The following controls appear in Wave wherever you can create and listen to recordings. To create and play recordings, use the buttons on the audio controls as shown in the following table and speak into your phone. Record When you are ready to record, pick up your phone, and then click this button.
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2-21 Chapter 2: Navigating the Management Console Using the User/Group Management applet Importing and exporting voice files To import or export a voice file, use the import or export buttons on the recording control, as shown in the following table. Import You can import a voice file in WAV format to use for any Wave recording (greetings, voice titles, and so on). Wave can import WAV files with a frequency of 8Khz, 11.025 Khz, 22.05 Khz, or 44.1 Khz. Export Release 2.
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Release 2.
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Chapter 3 3. Before You Begin CHAPTER CONTENTS Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 About the General Settings applet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Entering basic system information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 Verifying installed components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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3-2 Chapter 3: Before You Begin About the General Settings applet Note: Some of the Management Console applets display dialogs, warnings, and panels automatically. If you have installed a browser pop-up blocker on your client PC, these pop-ups may not appear. You can usually configure blocker software to allow pop-ups from specific domains or IP addresses. About the General Settings applet You use the General Settings applet to set many system-wide settings for your Wave system.
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3-3 Chapter 3: Before You Begin About the General Settings applet PBX (Advanced) tab • Use Forwarding Target of Last Destination in Chain. See “Configuring calls to be forwarded to the RNA forwarding target” on page 13-26. • • Suppress ring if receiving page. See “Suppressing ringing on any digital phone that is receiving a page” on page 3-11. Stutter Dial Tone Duration (Seconds). See “Setting the message-waiting dial tone duration” on page 3-10. • Call Park.
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3-4 Chapter 3: Before You Begin Entering basic system information Entering basic system information Note the following about the information you enter according to the following instructions: • Company Name and Main Number are both used in your external Caller ID. • The Wave Server Serial Number is used by Global Manager to identify each Wave Server uniquely. Also, your Vertical Technical Support representative may request it while troubleshooting a problem.
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3-5 Chapter 3: Before You Begin Entering basic system information 6 Enter the entire Serial Number of the Wave Server. The serial number is located on the side of the chassis, and is in the following format, where AA is an alphabetical value and n is a numerical value: AAnnnnnnnnnn 7 If the Locale setting is correct for your system, go to step 8. If not, select your locale from the drop-down list.
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3-6 Chapter 3: Before You Begin Verifying installed components Verifying installed components You can verify that all of your installed cards and modules are recognized by the Wave system and functioning properly by using the Chassis View applet. Chassis View shows all cards and modules installed in the Wave chassis; LEDs display status dynamically. To verify installed components 1 If necessary, click the Administration tab of the Management Console.
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3-7 Chapter 3: Before You Begin Verifying installed components On the Wave IP 2500 Server, the Chassis View looks like this: Position the cursor on a card or module to display an expanded version of it, along with statistics for that card or module, to the right of the representation of the entire chassis. Clicking a card or module takes you to the appropriate configuration applet.
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3-8 Chapter 3: Before You Begin Adding accounts and passwords Adding accounts and passwords To secure your Wave system against unauthorized configuration, you must remove the default account and replace it with a new account. By default, only individuals with enterprise-level access can configure the Wave system using the Management Console. The Access Permissions applet contains a list of all the Management Console applets and the access level required to use them.
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3-9 Chapter 3: Before You Begin Adding accounts and passwords 6 Enter a Password and confirm it in the appropriate fields. The password can be from 3 to 14 characters in length, and can use any combination of characters except spaces. Important: See “Securing your system against toll fraud” on page A-3 for important information about enhancing system security via secure passwords. 7 Choose Enterprise from the Access Level drop-down list. 8 Click OK to close the dialog.
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Setting the message-waiting dial tone duration 3-10 Chapter 3: Before You Begin To configure access permissions 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Access Permissions icon, located in the General Administration section. The Access Permissions applet opens. 3 Scroll through the list to find the applet that you want to modify. (Applets are arranged alphabetically by name.
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Suppressing ringing on any digital phone that is receiving a page 3-11 Chapter 3: Before You Begin Suppressing ringing on any digital phone that is receiving a page You can suppress the ringer on any digital phone if a page is being played on that phone. This is a system-wide option that applies to all phones. To do so, in the General Settings applet, click the PBX (Advanced) tab and then select the Suppress ring if receiving page checkbox.
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3-12 Chapter 3: Before You Begin Configuring the time service 4 Enter the domain names of the desired time servers in the Primary Time Server and Secondary Time Server fields. Note: You must enter the full name of the time server. Two commonly used time servers are time.nist.gov and tick.usno.navy.mil. 5 Enter the interval (in hours) between each time server poll in the Synchronize Period (hours) field. 6 Click Synchronize Time Service. This polls the time server immediately.
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Chapter 4 4. System Settings in the User/Group Management applet CHAPTER CONTENTS Opening the System Settings dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 Setting general options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 Setting business hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 Setting up e-mail notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Opening the System Settings dialog 4-2 Chapter 4: System Settings in the User/Group Management applet 3 Choose Tools > System Settings. The System Settings dialog opens. Documentation for the System Settings dialog The following table shows where to find detailed information for the various tabs of the System Settings dialog: For information on this tab... See...
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Opening the System Settings dialog 4-3 Chapter 4: System Settings in the User/Group Management applet For information on this tab... See...
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Setting general options 4-4 Chapter 4: System Settings in the User/Group Management applet Setting general options General Wave options include the following: • Setting general Wave settings. See the next section. • Configuring the dial-by-name directory. See page 4-6. Setting general Wave settings To set general Wave settings, do the following: 1 If necessary, click the Administration tab of the Management Console.
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4-5 Chapter 4: System Settings in the User/Group Management applet Setting general options 5 Define the following settings: • Allow voice-first answering. This feature is not supported in this version. • Present a confirmation menu before voicemail. Select this checkbox so that callers hear the confirmation prompt, “To leave a message press 1, or press * to return to the menu” after they hear a user’s voicemail greeting.
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4-6 Chapter 4: System Settings in the User/Group Management applet Setting general options When this option is selected, when a ViewPoint user creates a routing list action that calls all of the members of a ViewPoint Group simultaneously, ViewPoint checks that the Group does not contain more contacts than the number specified in Maximum number of calls. If that check fails, the user is informed that “A Group that is called simultaneously cannot have more than n contact(s).
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4-7 Chapter 4: System Settings in the User/Group Management applet Setting general options 4 Click the Dial-by-name Directory tab. 5 In Search directory by, select one of the following methods by which a caller can search for a user: • Last name. Caller enters the first few letters of the last name, for example, “sar” for Sargeant. (This is the default method.) • First name. Caller enters the first few letters of the first name, for example, “joh” for • Last name or First name.
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Setting general options 4-8 Chapter 4: System Settings in the User/Group Management applet Changing the internal dial-by-name extension By default, users can dial 411 to access the dial-by-name directory. To change the dial-by-name directory extension, do the following: 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section of the Management Console. 3 Choose Tools > System Settings.
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4-9 Chapter 4: System Settings in the User/Group Management applet Setting business hours Setting business hours Wave uses your business hours settings in schedules that you create for the following: • After hours greetings. See “Scheduling transfers and greetings” on page 13-16. • Automatic transfers. See “Scheduling transfers and greetings” on page 13-16. • Notification of new voice messages. See “Scheduling notifications” on page 11-42. • Call rules.
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Setting business hours 4-10 Chapter 4: System Settings in the User/Group Management applet 4 Click the Business Hours tab. From the Business Hours tab you can do the following: • To create a new set of business hours, fill in the fields as described below, and then click Save As. • To edit an existing set of business hours, select its Name from the drop-down list. • To delete a set of business hours, select its Name from the drop-down list, then click Delete.
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4-11 Chapter 4: System Settings in the User/Group Management applet Setting business hours 6 To define holidays or other special dates, click the Holidays tab. 7 Click Add to add a new holiday. Click Edit to edit an existing one. 8 In the Custom Date dialog, enter the Custom date of the holiday. 9 Choose if this is an All day or Partial day holiday. For a partial day holiday, enter: • Active hours begin at. Starting work time on the holiday. • Active hours end at. Ending work time on the holiday.
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Setting up e-mail notification 4-12 Chapter 4: System Settings in the User/Group Management applet Setting up e-mail notification Wave can automatically send an e-mail to a user whenever he or she receives a new voice message, and send the voice message audio file as an attachment to the e-mail. Once you enable e-mail notification for the system, you must configure each user appropriately.
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Enforcing strong password security 4-13 Chapter 4: System Settings in the User/Group Management applet 5 Fill in the following SMTP settings fields with information provided by your e-mail administrator or Internet Service Provider. • SMTP server. • Port. • Sender name. • Sender address. • SMTP server requires authentication. Select this checkbox if valid credentials are required to log on to the SMTP server. • User name. Username required to log on to the SMTP server. • Password.
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Enforcing strong password security 4-14 Chapter 4: System Settings in the User/Group Management applet On the Security tab of the System Settings dialog • Enable the following settings: • Automatically lock out accounts on 3 failed logon attempts • Automatically clear lockout after 60 minutes On the Security \ Permitted Passwords tab of the System Settings dialog • Set the Minimum password length to 5.
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Enforcing strong password security 4-15 Chapter 4: System Settings in the User/Group Management applet 4 Click the Security tab. 5 Use the following options to safeguard your Wave system against unauthorized access: • Passwords automatically expire after __ days. Select this checkbox to force users to regularly change their passwords. Enter the number of days that each user may keep a password before Wave requires them to change it.
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Enforcing strong password security 4-16 Chapter 4: System Settings in the User/Group Management applet You can also manually reopen a locked-out account in either of the following ways: • • User. In the User dialog / Security tab, click the Other tab, deselect the User is locked out checkbox, and then click OK. • Queue. In the Queue dialog / Security tab, click the Account tab, deselect the Queue is locked out checkbox, and then click OK. Hang up trunks after __ failed logon attempts.
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Enforcing strong password security 4-17 Chapter 4: System Settings in the User/Group Management applet 7 Choose the Security \ Permitted Passwords tab. Important: By preventing easy-to-guess passwords, you can make your system much more secure from unauthorized access. Vertical highly recommends checking all the options on this tab to prevent toll fraud.
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Setting up system-wide audio options • 4-18 Chapter 4: System Settings in the User/Group Management applet To add a new digit string to the list, click Add. To edit the selected digit string, click Edit. The Prevented Password Sequence dialog opens: Enter the new sequence of digits that users will be prohibited from using as part of their passwords, and then click OK to return to the Security \ Permitted Passwords tab. • To remove a digit string from the list, select it and click Delete. 9 Click OK.
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Setting up system-wide audio options 4-19 Chapter 4: System Settings in the User/Group Management applet 4 Click the Audio tab. 5 Select the language to use to present Default system prompts to callers and users from the drop-down list. 6 Use the slider bar to adjust the Hold audio file volume for all audio files on the system. You must click OK for the volume setting to take effect. To check the volume, pick up a Wave station, press *19, and enter the ID of a file-based hold music source.
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Setting up personal call supervision defaults 4-20 Chapter 4: System Settings in the User/Group Management applet Setting up personal call supervision defaults You can set system defaults for whether users’ personal calls can be Monitored, Coached, or Joined using the Supervise commands.
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5-1 Chapter 5: Configuring Analog and Digital Trunks Chapter 5 5. Configuring Analog and Digital Trunks CHAPTER CONTENTS About creating new trunk groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Creating a new trunk group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Deleting a trunk group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 Configuring trunks and channels . . . . . . . . . . . .
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About creating new trunk groups 5-2 Chapter 5: Configuring Analog and Digital Trunks About creating new trunk groups Before you can configure analog and digital trunks and put them in trunk groups, those trunk groups must exist. Wave provides default trunk groups (see the Default trunk groups table on page 27-5) that you can use to quickly group a set of analog or digital channels for most call routing scenarios.
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5-3 Chapter 5: Configuring Analog and Digital Trunks Creating a new trunk group • Add Outside Line buttons to users’ digital phones in either of the following ways: • User Configuration (Templates) applet. Create or edit the feature button assignments in a digital phone template via the Feature Button Configuration dialog. Feature button assignments made via templates are applied to all users assigned that template. For details, see “Configuring phone templates” on page 10-2.
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Creating a new trunk group 5-4 Chapter 5: Configuring Analog and Digital Trunks 3 Click New to create a new trunk group. The Trunk Groups dialog opens. 4 At the top of the dialog, enter the following information: • Name. Enter a name or phrase for the new trunk group, using up to 16 alphanumeric characters. This trunk group name will appear on Caller ID phones when calls are received via this trunk group and no Caller ID was received.
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Creating a new trunk group • 5-5 Chapter 5: Configuring Analog and Digital Trunks Direction. Select In, Out, or Both to specify the direction of the trunk group. Your Service Confirmation Letter should detail the direction of your installed—refer to it to determine which direction to select.
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Creating a new trunk group 5-6 Chapter 5: Configuring Analog and Digital Trunks 6 If this trunk group will be used for outbound calls, click the Out tab to specify how outbound calls are to be handled. Release 2.
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Creating a new trunk group 5-7 Chapter 5: Configuring Analog and Digital Trunks 7 In the External Caller ID section, specify how to provide Caller ID for outbound calls: • Use External Caller ID from User Configuration. Select this option to send the information specified for the user as entered in the User/Group Management applet. (Unless modified for an individual user, this will be the default information specified in the General Settings applet.) • Send Company Name and Main Number.
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Creating a new trunk group 5-8 Chapter 5: Configuring Analog and Digital Trunks 9 If you selected Enable Outside Line functionality to create an outside line-enabled trunk group, click the Outside Line Properties tab. 10 Specify the Variant, one of two ways in which outside line buttons on digital phones will be associated with the trunks in this trunk group: • Single Call. Select this option (the default) to associate each outside line with a single trunk.
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Creating a new trunk group 5-9 Chapter 5: Configuring Analog and Digital Trunks 11 In the Forwarding section, specify the forwarding options to be applied to inbound calls on this outside line: • When busy, forward to extension. Select the extension to which an inbound call will be forwarded when all associated outside line buttons are busy with other calls. If you select None (the default), the caller will hear a busy signal. • When no answer after.
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Deleting a trunk group 5-10 Chapter 5: Configuring Analog and Digital Trunks Deleting a trunk group You cannot delete a trunk group that is still in use in the current configuration. If you attempt to do so, Wave identifies the conflicts that must be resolved before you can complete the deletion. To delete a trunk group 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Trunk Groups icon, located in the Trunk Administration section.
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5-11 Chapter 5: Configuring Analog and Digital Trunks Deleting a trunk group 4 The Status for the Trunk Group changes to Deleted. 5 When you have no further changes to make in the Trunk Groups applet, click Done. Click Yes when you asked if you want to save your changes.
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5-12 Chapter 5: Configuring Analog and Digital Trunks Deleting a trunk group The following information is displayed for each conflict: • • Trunk Group. Name of the trunk group that is still in use. • Profile. Access profile name where the hunt group is used, for example “Global Access Profile”, “Private Network”, or custom access profile name. • Category. Category within the access profile, for example Area Code Table, Off-Premise Extension Table, Special Digits Table, Privileges, and so forth.
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5-13 Chapter 5: Configuring Analog and Digital Trunks Configuring trunks and channels Configuring trunks and channels You use the Trunk Configuration applet to set up the handshake and signaling between the Wave Server and the equipment on the service provider end of the trunk. Using this applet, you can set the configuration options to match the settings your trunk service provider has provisioned on your trunks.
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5-14 Chapter 5: Configuring Analog and Digital Trunks Configuring analog trunks Configuring analog trunks You use the Trunk Configuration applet to configure analog trunk settings for the analog trunk ports on the Integrated Services Card or on expansion cards and modules. Refer to your Service Confirmation Letter, provided by your service provider, for the appropriate values to set. Before configuring the trunks, configure the trunk groups you want to assign to the analog trunks.
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5-15 Chapter 5: Configuring Analog and Digital Trunks Configuring analog trunks Configuring analog trunk card or module settings To configure the analog trunk card or module settings 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Trunk Configuration icon, located in the Trunk Administration section. 3 Select the card or module you want to configure, then select the Trunk in Service check box.
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5-16 Chapter 5: Configuring Analog and Digital Trunks Configuring analog trunks Configuring analog channels To configure a card or module’s analog channels 1 Select the card or module according to the steps in “Configuring analog trunk card or module settings” on page 5-15. 2 Click the + next to a card or module to display the channels, and select the channels you want to configure. Release 2.
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5-17 Chapter 5: Configuring Analog and Digital Trunks Configuring analog trunks 3 Make sure that the channels are enabled—to do so, select the Enabled check box. 4 Select the signaling method from the Signaling drop-down list. The signaling method is indicated on your service confirmation letter. See “Sample trunk service confirmation letter” on page D-3 for more information. The signaling methods are as follows: • Loop Start.
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5-18 Chapter 5: Configuring Analog and Digital Trunks Configuring analog trunks 6 Adjust the Transmit Gain and Receive Gain values if necessary. • Transmit Gain. If the voice level of outgoing calls is too low, increase the value; if the voice level is too high, decrease the value. • Receive Gain. If the voice level of incoming calls is too low, increase the receive gain; if the voice level is too high, decrease the value. Caution: Feedback can result if you set the gain level too high.
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5-19 Chapter 5: Configuring Analog and Digital Trunks Configuring analog trunks In both cases, the Customize Impedance dialog opens. Depending on how you accessed this dialog, different default values will be displayed: • From the Customize Locale dialog, the defaults reflect valid combinations of pre-defined data for the selected Locale. • From the Trunk Configuration applet, pre-defined system values are displayed. 2 Specify the following information: • ACIM Value.
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5-20 Chapter 5: Configuring Analog and Digital Trunks Configuring analog trunks • CO Termination. Specifies the terminating impedance that the CO presents to Wave trunk. CO Termination is associated with the ACIM Value and generally does not need to be changed. For some locations, there may be an alternate value that can be tried. In North America the terminating impedance presented by the CO is 900Ohms + 2.16uF. In North America the alternate CO Termination value is 600 Ohms.
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5-21 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels Configuring digital trunks and channels You use the Trunk Configuration applet to assign voice, data, or ISDN traffic to digital channels; to configure connection settings for a digital channel on WAN modules or cards (for example, the two-port T-1 module); and to assign each channel to a connection.
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5-22 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels At the digital channel level: • • If you choose a Courtesy reset, changes are applied immediately if the channel is idle. If the channel is not idle, calls in progress are allowed to complete, but all new inbound and outbound calls on the channel are blocked. When the channel is idle, your changes will be applied. • If you choose a Forced reset, changes are applied immediately.
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Configuring digital trunks and channels 5-23 Chapter 5: Configuring Analog and Digital Trunks 3 Select the digital card or module you want to configure, and select the Trunk In Service check box. Note: If you want to configure a module for cross-connection to a serial interface, Be sure that you select the module labeled “Serial”. Release 2.
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5-24 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 4 If the trunk is ISDN, check the ISDN check box, and click ISDN Settings to configure the ISDN trunk settings as follows: Note: If you do not select the ISDN check box, the trunk will be a CAS (Channel Associated Signaling) T-1 trunk, which implies robbed-bit signaling or clear channel for data.
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Configuring digital trunks and channels b 5-25 Chapter 5: Configuring Analog and Digital Trunks Click Service Code Table to modify the service code table for the switch variant that you specified in the previous step. Note: You do not need to modify the service code table during initial configuration. The defaults should be sufficient for connecting to a local exchange carrier.
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5-26 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels • NPI Name. A text string describing the Numbering Plan Identifier; typically E.164, Unknown, or Private. • TON #. Type of Number. There can only be four different types of entries: • • 0 = unknown. • 1 = international number. • 2 = national number. • 4 = subscriber number. TON Name. A text string describing the Type of Number; typically National, International, or Unknown. • Service/Feature.
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5-27 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels d Select the appropriate mode. • User. This is the typical setting, unless you are connecting two Wave Servers together. • Network. Use this setting if you are connecting two Wave Servers together. In this case, one Wave Server must be set to User and the other set to Network. Caution: These settings should not be adjusted unless you are instructed to do so by your Vertical Technical Support representative.
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5-28 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 6 Set the following fields using the information on your T-1 Service Confirmation Letter. • Framing. ESF (Extended Super Frame) or SF/D4 (Super Frame - D4). ISDN PRI is generally ESF. • Line Coding. B8ZS (Bipolar 8 Zero Substitution) or AMI (Alternate Mark Inversion). ISDN PRI is B8ZS; AMI is not supported for ISDN. • Line Build Out. 0 dB, -7.5 dB, -15 dB, and -22.
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Configuring digital trunks and channels 5-29 Chapter 5: Configuring Analog and Digital Trunks Configuring digital channels 1 Select the card or module according to the steps in “Configuring digital trunk card or module settings” on page 5-22. 2 Display the card or module channels, and select the channels you want to configure. Note: If you checked the ISDN check box at the digital card or module level in step 4 on page 5-24, you will see channel settings for ISDN and Data here at the channel level.
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5-30 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 5 Click Apply to save your changes. 6 Click Done to return to the Management Console. Configuring digital channels for voice 1 Be sure that the channels are enabled—to do so, select the Enabled check box. 2 Select the signaling method from the Signaling drop-down list. For T-1 voice channels, E&M Wink Start (FGP), E&M Immediate Start, or Ground Start are valid options.
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Configuring digital trunks and channels 5-31 Chapter 5: Configuring Analog and Digital Trunks 3 To enable incoming Caller ID on ISDN trunks, click Timers. In the ISDN Timers dialog, select the Wait for Caller ID checkbox. Warning: Do not change any of the other settings in the ISDN Timers dialog unless you are instructed to do so by your Vertical Technical Support representative in order to address a specific issue. 4 Click OK to close the ISDN Timers dialog. Release 2.
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5-32 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 5 Specify the Trunk Group for the selected channels. One or more channels can be assigned to a particular voice trunk group. For example, if your trunk has 12 (1-12) 2-way voice channels, you can assign the Digital trunk group to channels 1 through 12. Note: Trunk groups can be named in any way you like.
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5-33 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels Configuring digital channels for data 1 Specify the Connection for the selected channels from the drop-down list. One or more channels can be assigned to a particular data connection. For example, if your trunk has 12 (13-24) data channels, you can assign the DS0/Mux connection to channels 13 through 24. Note: Channels assigned to the same digital connection or DS0/Mux trunk group must be contiguous.
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5-34 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 2 Click Apply to save your changes. 3 Click Done to return to the Management Console. Configuring digital channels for ISDN Note: For information about configuring an ISDN data connection for dial-up, see “Configuring dial-up routing” on page 21-1. The information in this section also applies to ISDN PRI. 1 Ensure that the Enabled check box is selected. 2 Select a Trunk Group from the drop-down list.
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5-35 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels Assigning digital channels to a serial interface 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Trunk Configuration icon, located in the Trunk Administration section. 1 Select the Data option. Hint: Unlike other data channels, you can select and configure non-contiguous channels for the serial interface.
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Configuring digital trunks and channels 5-36 Chapter 5: Configuring Analog and Digital Trunks Configuring ports and channels on the Quad BRI Module The Quad BRI Module supports ISDN Basic Rate Interface (BRI) digital trunks. The Quad BRI Module provides connectivity between the Wave Server and Central Office (CO) equipment supporting Euro-ISDN BRI communication protocols. The Quad BRI Module supports 4 Euro-ISDN BRI trunks and up to 8 simultaneous voice calls.
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Configuring digital trunks and channels 5-37 Chapter 5: Configuring Analog and Digital Trunks 1 In the Trunk Configuration applet, select the port, and then select the Trunk in Service checkbox. Note: The ISDN checkbox is always selected for each port on the Quad BRI module, and cannot be changed. Also, the Advanced Settings button is disabled. Release 2.
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5-38 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 2 Click the ISDN settings button. The ISDN Settings dialog opens. Note: The Switch Variant ‘ETSI EuroISDN’ is automatically selected and cannot be changed. You do not need to modify the Service Code Table during initial configuration— the defaults should be sufficient for connecting to a local exchange carrier. 3 Enter the following information: • User/Network Mode.
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5-39 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 4 Click OK to save your changes. 5 Repeat these steps for the other ports on the Quad BRI module. To configure channels on the Quad BRI Module 1 In the Trunk Configuration applet, select the channel or channels on the Quad BRI Module that you want to configure, and then select the Enabled checkbox. Note: The Signaling setting defaults to B-channel and cannot be changed.
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5-40 Chapter 5: Configuring Analog and Digital Trunks Configuring digital trunks and channels 4 To enable incoming Caller ID on BRI trunks, click the Timers button. The ISDN Timers dialog opens. 5 Select the Wait for Caller ID checkbox. Note: Do not change any of the other settings in the ISDN Timers dialog unless you are instructed to do so by your Vertical Technical Support representative in order to address a specific issue. 6 Click OK to save your changes.
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Enabling trunks for external pager and call notifications 5-41 Chapter 5: Configuring Analog and Digital Trunks Enabling trunks for external pager and call notifications For any trunks that will be used for external pager or call notifications, you must make the following configuration changes in order for these features to work. This information applies to all trunk types.
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Enabling trunks for external pager and call notifications 5-42 Chapter 5: Configuring Analog and Digital Trunks 4 Select the System Ports access profile and click Edit. When the Access Profile dialog box opens, click the Destination Access codes tab. 5 Select the Permission Allowed checkbox for all access codes that are being used for external pager and call notifications. In the example above, “8” was set up previously as a trunk access code in the First Digit Table.
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Chapter 6 6 IP Telephony Configuration CHAPTER CONTENTS Allocating IP telephony resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Configuring site-to-site call routing for IP telephony. . . . . . . . . . . . . . . . . . . . . . 6-3 Configuring SIP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-22 Configuring bandwidth management zones . . . . . . . . . . . . . . . . . . . . . . . . . . .
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6-2 Chapter 6: IP Telephony Configuration Allocating IP telephony resources To allocate IP telephony resources 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Resource Management icon, located in the PBX Administration section 3 Expand the IP Telephony Resources folder. 4 Expand the Voice Over IP Group folder, and select the G.729A/G.711 codec.
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Configuring site-to-site call routing for IP telephony 6-3 Chapter 6: IP Telephony Configuration Configuring site-to-site call routing for IP telephony You configure call routing in order to use Signaling Control Points for the following outbound call routing scenarios: • Automatic route selection. See “Automatic route selection” on page 29-8. • Off-premise extensions. See “Off-premise extensions” on page 29-12. • Destination access codes.
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Configuring site-to-site call routing for IP telephony 6-4 Chapter 6: IP Telephony Configuration 3 Click SIP from the Signaling Protocols folder in the left pane. 4 Select the SIP Enabled checkbox. The SIP Local IP Address is selected by default. Clicking Advanced opens the SIP Advanced Parameters dialog. • You use the Global Authentication tab to set up SIP authentication, as described in “Setting up SIP endpoint authentication” on page 6-5.
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Configuring site-to-site call routing for IP telephony • 6-5 Chapter 6: IP Telephony Configuration T2 Timer. Specifies the maximum duration (in milliseconds) before a request is retransmitted over UDP or an INVITE response is retransmitted over any transport protocol. It must be greater than or equal to the value configured in the T1 Timer. The minimum recommended value is 4000ms. • T4 Timer. Specifies the maximum lifetime of a transaction in the SIP network.
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Configuring site-to-site call routing for IP telephony 6-6 Chapter 6: IP Telephony Configuration You set up SIP endpoint authentication parameters in the several places: • To set up global SIP endpoint authentication parameters that are used unless a specific SCP has its own authentication parameters, you use the IP Telephony applet, SIP Advanced Parameters dialog (Global Authentication tab). See “Setting up global SIP endpoint authentication parameters” on page 6-6.
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Configuring site-to-site call routing for IP telephony 6-7 Chapter 6: IP Telephony Configuration 3 Expand the Signaling Protocols folder in the left pane if necessary, and then click SIP. Release 2.
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Configuring site-to-site call routing for IP telephony 6-8 Chapter 6: IP Telephony Configuration 4 Click Advanced to open the SIP Advanced Parameters dialog. Click the Global Authentication tab. 5 Enter the following information in the Station Settings section, based on the level of authentication you require. See your Vertical support representative for more information about how to use these settings. Release 2.0 • Authenticate Register • Optionally Authenticate: • Invite.
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Configuring site-to-site call routing for IP telephony 6-9 Chapter 6: IP Telephony Configuration 6 Enter the following information in the SCP Settings section, based on the level of authentication you require. See your Vertical support representative for more information about how to use these settings. • Authenticate Register • Optionally Authenticate: • Invite • Re-Invite • BYE 7 For the following fields, enter the authentication credentials provided by the remote SIP endpoint administrator.
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Configuring site-to-site call routing for IP telephony 6-10 Chapter 6: IP Telephony Configuration 3 Select Signaling Control Points from the Call Routing folder in the left pane. Release 2.
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Configuring site-to-site call routing for IP telephony 6-11 Chapter 6: IP Telephony Configuration 4 Click New to add a new SCP, or select an existing SCP to edit, then click Edit. The Signaling Control Point dialog opens. 5 Enter a Name for the SCP. When you configure outbound call routing, this name will appear as IP, a vertical bar (|), and the name you enter here. For example, if you enter New York, it will be displayed as IP|New York in your outbound call routing configuration.
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Configuring site-to-site call routing for IP telephony 6-12 Chapter 6: IP Telephony Configuration 6 On the Inbound Routing tab, configure the settings for handling calls received from this SCP. • Intercept Destination. Select the extension to which calls from this SCP that cannot be matched in the Inbound Routing table will be routed. • Access Profile for Tandem Calls. Select the access profile to apply to calls received from this SCP.
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Configuring site-to-site call routing for IP telephony 6-13 Chapter 6: IP Telephony Configuration For more information about Caller ID, see “Configuring Caller ID” on page 16-6. 8 On the SIP Settings tab, define authentication and registration settings for this SCP. Enter the following information: Release 2.0 • User Name. 1-32 alphanumeric character name that identifies this SCP. Each SCP’s user name must be unique and cannot match any user’s extension. • Proxy Server.
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Configuring site-to-site call routing for IP telephony 6-14 Chapter 6: IP Telephony Configuration 9 In the Inbound \ Outbound section, specify whether the SIP destination endpoint requires authentication or registration, based on the requirements of your ITSP or SIP trunk provider. Typically, authentication and registration are required for third-party SIP servers.
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Configuring site-to-site call routing for IP telephony 6-15 Chapter 6: IP Telephony Configuration 11 If you selected Register with a Proxy/Registrar in step 9, complete the following two sections: a In the Authentication Settings section, select the Authentication Required checkbox if the if the destination SIP endpoint requires authentication. b For the following fields, enter the authentication credentials (Authentication Name and Password) provided by the remote SIP endpoint administrator.
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Configuring site-to-site call routing for IP telephony 6-16 Chapter 6: IP Telephony Configuration 13 Click Advanced Settings to view or change this SCP’s advanced settings. These settings are primarily used to fine-tune interoperability with ITSPs. 14 If this SCP connects to an ITSP that requires that you configure an outbound proxy server, select the Enable Outbound Proxy checkbox and then enter the following information in the Outbound Proxy Settings section. Release 2.
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Configuring site-to-site call routing for IP telephony 6-17 Chapter 6: IP Telephony Configuration 15 The following settings define the default behavior of SIP trunks, and should not be modified unless you are directed to do so by your Vertical support representative. • Local Listen Port settings • Include UUI Data in SIP Messages checkbox • Monitor SIP Trunks checkbox • SIP OPTION Message Settings 16 The following settings are primarily used to fine-tune interoperability with ITSPs.
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Configuring site-to-site call routing for IP telephony 6-18 Chapter 6: IP Telephony Configuration 18 Click OK to add the SCP to the table. 19 Click Apply to save your changes. Release 2.
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Configuring site-to-site call routing for IP telephony 6-19 Chapter 6: IP Telephony Configuration Setting the route step timeout You can adjust the amount of time that a Signaling Control Point step in an outbound routing table is given to operate before the system tries the next step in the table. Increasing this timeout (the maximum is 30 seconds) will help allow for network or other delays.
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Configuring site-to-site call routing for IP telephony 6-20 Chapter 6: IP Telephony Configuration Configuring default inbound IP call routing To specify how to route incoming IP calls from unknown sources (that is, sources that are not included in your list of Signaling Control Points), configure the call handling rules with the default inbound call routing settings. To configure default inbound IP call routing 1 If necessary, click the Administration tab of the Management Console.
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Configuring site-to-site call routing for IP telephony 6-21 Chapter 6: IP Telephony Configuration 4 Click Edit Inbound Routing Table to specify the call sources, schedules, and routing. For more information about editing the Inbound Routing Table, see “Configuring inbound routing tables” on page 8-4. Note: If you want to route all incoming calls as received, there is no need to edit the inbound routing table.
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Configuring SIP phones 6-22 Chapter 6: IP Telephony Configuration The following graphic shows an example of configuring the External digit in the First Digit Table: Configuring SIP phones This section provides instructions on configuring the desktop, wireless and software SIP phones certified for use with the Wave system. The procedures assume you are already familiar with configuring Wave digital phones, and only address the steps specific to configuring IP phone options. Release 2.
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6-23 Chapter 6: IP Telephony Configuration Configuring SIP phones SIP phones require the ability to log into and download files from the Wave FTP or TFTP server. Any network configurations that do not allow that connectivity will result in the SIP phones being unable to initialize.
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6-24 Chapter 6: IP Telephony Configuration Configuring SIP phones 3 Double-click the user to whom you want to assign a SIP phone extension. The User dialog opens. 4 Click IP phone MAC Address field, and then enter the phone’s MAC address. The phone’s MAC address can be found on the phone itself, on the box the phone came in, or via the phone’s options menu. 5 Choose the appropriate Telephone type from the drop-down list.
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6-25 Chapter 6: IP Telephony Configuration Configuring SIP phones Configuring Vertical-branded SIP phones The configuration process for Vertical-branded SIP phones is similar to that of digital phones, as described in Chapter 10. This section describes the following additional configuration tasks specific to Vertical branded SIP phones. For tasks that apply to your configuration, perform the indicated steps at each Vertical-branded SIP phone. Be sure to follow the steps for your specific phone model.
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6-26 Chapter 6: IP Telephony Configuration Configuring SIP phones 2 To configure a static IP address on a Vertical-branded 53i, 55i, or 57i SIP phone: a Press the Options button. b Select Administrator Menu. When prompted, enter the admin password (the default password is 22222.) c Select Network Settings > DHCP Settings. 3 Select DHCP > Use DHCP? 4 Select No, and then press Done. 5 Select and configure the settings for the phone’s IP address, Subnet Mask, and Gateway.
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6-27 Chapter 6: IP Telephony Configuration Configuring SIP phones 3 Enter the VAM IP address on the Wave Server. (The factory-default VAM IP address is 192.168.205.1.) 4 Press Done (or Cancel). Continue pressing Done until you are asked to restart the phone, and then confirm the phone restart. If you are not prompted to restart the phone, manually restart the phone by pressing the Options menu and then selecting Phone Status > Restart Phone.
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6-28 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones Enabling IP call bandwidth SIP phones cannot make external calls until the bandwidth is allocated for them. To do this, configure the Home bandwidth management zone in “Configuring the home zone” on page 6-30. Changing the password for the IPPhone user account The IPPhone account is not used unless FTP access required.
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6-29 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones Zone configuration recommendations Keep in mind the following rules while configuring zones: • A zone is defined by a set of IP address ranges. Any number of Signaling Control Points (SCPs) and IP phones can exist in the same zone. Any SCP or IP phone whose IP address is not explicitly configured as part of a zone is automatically included in the Default Zone.
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6-30 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones Codec negotiation The Wave chooses a codec based on the following rules: • It filters out all codecs not supported by both endpoints. • It scores the remaining codecs based on their positions in the preference lists (for example, if G.711 is first on one list and third on the other, its score is 4). • The Wave system chooses the codec with the lowest score.
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6-31 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones 3 Select Zones from the Bandwidth Management folder. 4 Select Home from the table, and click Edit. Release 2.
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6-32 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones 5 Configure the IP address range. Include all the applicable IP address ranges used by the IP phones on the local Wave system. The Home Zone always includes the IP address of the Wave for bandwidth and call control purposes, whether or not it is explicitly specified in the IP Telephony applet. To add an IP address range: a Select the IP Address Ranges tab.
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6-33 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones 6 Configure the bandwidth settings. a Select the Bandwidth Settings tab. b Select a Bandwidth Management Across Zone Boundary setting. • No Calls. No calls are allowed to IP addresses outside the ranges defined in this zone. • Unlimited Calls. All calls to or from all IP addresses are allowed. • Calls Limited by Bandwidth (Kbps).
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6-34 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones Note: Be sure to use the option that most accurately reflects the type of data link used in this zone. If you need to use a different value than those provided, enter the value in the Custom ___ bytes field. • Custom ___ bytes. Enter a custom data link overhead in the field provided. Note: This helps the Wave system calculate Inter-zone bandwidth availability for IP calls.
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6-35 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones 8 Configure the intra-zone codecs. a Select the Intra-Zone Codecs tab. b Edit the default settings as explained in step 7b. 9 Click OK to close the Bandwidth Management dialog. 10 Click Apply to save the Home zone configuration. Configuring remote zones To configure remote zones 1 If necessary, click the Administration tab of the Management Console. Click Release 2.
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Configuring bandwidth management zones 6-36 Chapter 6: IP Telephony Configuration 3 Select Zones from the Bandwidth Management folder. 4 Click New to open the Bandwidth Management dialog. Release 2.
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6-37 Chapter 6: IP Telephony Configuration Configuring bandwidth management zones 5 Enter a Name for the zone. 6 Configure the IP address ranges, bandwidth settings, inter-zone codecs, and intra-zone codecs as explained in “Configuring the home zone” on page 6-30. 7 Click OK to close the Bandwidth Management dialog. The new zone is displayed in the list. 8 Click Apply to save the new remote zone configuration.
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Configuring bandwidth management zones 6-38 Chapter 6: IP Telephony Configuration 4 Select Remote Default from the table, and click Edit. 5 Configure the bandwidth settings, inter-zone codecs, and intra-zone codecs as explained in “Configuring the home zone” on page 6-30. Note: For security reasons the default Bandwidth Management Across Zone Boundary setting is No Calls.
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6-39 Chapter 6: IP Telephony Configuration Adjusting IP call quality parameters Adjusting IP call quality parameters Caution: These parameters only apply to the IP telephony resources on the Wave system and do not affect the performance of the IP phones. These are expert settings that should not be modified unless you are instructed to do so by your Vertical Technical Support representative. Most of the IP call quality parameters can be found in the System Parameters folder of the IP Telephony applet.
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Adjusting IP call quality parameters 6-40 Chapter 6: IP Telephony Configuration 3 In the left pane, expand System Parameters and then click Advanced Codec Settings. 4 Specify the range of acceptable delay in the Jitter Buffer Size drop-down lists. 5 Select the Enable Dynamic/Adaptive Jitter checkbox (this is the default setting). The Dynamic/Adaptive Jitter feature optimizes the jitter buffer based on voice traffic and network conditions.
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6-41 Chapter 6: IP Telephony Configuration Adjusting IP call quality parameters Echo cancellation Caution: This is an expert setting that should not be modified unless you are instructed to do so by your Vertical Technical Support representative. Echo in a phone network is caused by signal reflections generated by the hybrid circuit that converts between a 4-wire circuit (a separate transmit and receive pair) and a 2-wire circuit (a single transmit and receive pair).
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6-42 Chapter 6: IP Telephony Configuration Adjusting IP call quality parameters 3 In the left pane, expand System Parameters and then click Advanced Codec Settings. 4 Select a value from the Echo Cancellation Coverage drop-down list. Note: The recommended value is 16 ms. 5 Click OK. Release 2.
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6-43 Chapter 6: IP Telephony Configuration Adjusting IP call quality parameters Comfort noise Caution: This is an expert setting that should not be modified unless you are instructed to do so by your Vertical Technical Support representative. This option generates comfort noise during silences on the receiving end of the phone call in calls where silence suppression is enabled. Comfort noise is white noise that masks “dead” time in a phone conversation.
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6-44 Chapter 6: IP Telephony Configuration Adjusting IP call quality parameters 4 Select the Generate Comfort Noise checkbox if you want the Wave Server to automatically generate background noise. 5 Click OK. Gain Caution: This is an expert setting that should not be modified unless you are instructed to do so by your Vertical Technical Support representative. The gain settings adjust the transmit gain and receive gain levels for the TDM segment of a call.
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6-45 Chapter 6: IP Telephony Configuration Adjusting IP call quality parameters 3 In the left pane, expand System Parameters and then click Advanced Codec Settings. 4 Adjust the following values. • Transmit Gain. If the volume level to the TDM phone is too low, you can increase the transmit gain. • Receive Gain. If the volume level from the TDM phone is too low, you can increase the receive gain. 5 Click OK. Release 2.
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DTMF transport settings Caution: The default values in this pane will work for most VoIP networks. These are expert settings that should not be modified unless you are instructed to do so by your Vertical Technical Support representative to address specific VoIP network requirements or issues. To configure the DTMF transport settings 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the IP Telephony icon, located in the PBX Administration section.
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6-47 Chapter 6: IP Telephony Configuration Adjusting IP call quality parameters 4 In the DTMF Digit Transport section, select one of the following from the Preferred DTMF Transport drop-down list, based on the requirements of your ITSP or SIP trunk provider. • Inband (DTMF digits are left as tones in the original audio stream) • RFC 2833 • SIP INFO Note: This setting indicates a preference only - most ITSPs and SIP trunk providers use or prefer RFC 2833.
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Adjusting IP call quality parameters 6-48 Chapter 6: IP Telephony Configuration 3 In the left pane, expand System Parameters and then click Advanced Codec Settings. 4 In the TOS Byte section, specify a value for one of the parameters. Changing the value in any of these fields adjusts the other fields to display equivalent values.
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6-49 Chapter 6: IP Telephony Configuration IP telephony ports IP telephony ports When using VoIP in a network, especially one that includes a firewall, you need to know the ports used by the packets that carry VoIP traffic. The following table lists these ports. Receive on... Transmit to...
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Chapter 7 7. Initial Call Routing Configuration CHAPTER CONTENTS About the First Digit Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Configuring extension ranges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 Setting the home area code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Configuring 10-digit dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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7-2 Chapter 7: Initial Call Routing Configuration About the First Digit Table FIRST DIGIT TABLE DEFAULT SETTINGS First Digit Default Setting Use 0 Attendant Instructs the PBX to connect to the system operator. The system operator extension is specified when you configure the Attendant hunt group via the Hunt Groups applet. (See “Configuring the Attendant hunt group” on page 10-41 for more information.
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7-3 Chapter 7: Initial Call Routing Configuration Configuring extension ranges Configuring extension ranges In this task you will configure the digits extensions can begin with, and the number of digits in extension numbers. The default ranges for extensions are as follows: • User extensions are 100-199 (first digit 1, length 3) • System extensions are 500-599 (first digit 5, length 3) For example, Wave Server modems are preconfigured to use extension 570.
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7-4 Chapter 7: Initial Call Routing Configuration Configuring extension ranges 4 Select one of the Digit (Type) buttons from the left side of the applet, and then select Extension from the Digit Type drop-down list. 5 Select an extension length between 2 and 7 digits from the Extension Length drop-down list. For example, selecting Digit 1 with an extension length of 3 will provide you with extension numbers in the range 100-199. 6 Click Apply to save your changes.
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7-5 Chapter 7: Initial Call Routing Configuration Setting the home area code Setting the home area code When the user dials a seven-digit local telephone number, automatic route selection uses the home area code to find a matching rule in the area code tables. Note: If you change the Wave Server system locale setting (as described in Chapter 33), you may need to update existing area codes to reflect the lengths allowed for the new locale.
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7-6 Chapter 7: Initial Call Routing Configuration Configuring 10-digit dialing 4 Enter your home area code in the Local Area Codes text box, and then click Add. The area code is displayed in the list below the field. Do not specify any additional area codes unless your calling area requires 10-digit dialing for local area codes. See “Configuring 10-digit dialing” on page 7-6. The area code that you enter is also displayed in the Home Area Code drop-down list.
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7-7 Chapter 7: Initial Call Routing Configuration Configuring the VoiceMail extension Configuring the VoiceMail extension The VoiceMail default extension (550) is adequate for most Wave configurations, If you want to use a different extension number to access voicemail, perform the following steps. To configure the VoiceMail extension 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section.
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7-8 Chapter 7: Initial Call Routing Configuration Configuring the VoiceMail extension 6 Click Done to return to the Management Console. Click 7 Click the General Settings icon, located in the General Administration section. 8 In the General Settings dialog, click the System tab and then select the newly-created auto attendant from the Voice Mail System drop-down list. 9 Click Apply to save your changes. 10 Click Done to return to the Management Console. Release 2.
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Chapter 8 8. Configuring Inbound Call Routing CHAPTER CONTENTS Configuring trunk groups for inbound call routing. . . . . . . . . . . . . . . . . . . . . . . . 8-1 Configuring inbound routing tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4 This chapter describes how to configure the Wave Server for inbound call routing. For inbound call routing configuration recommendations and examples, see “Inbound call routing” on page 29-15.
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Configuring trunk groups for inbound call routing 8-2 Chapter 8: Configuring Inbound Call Routing 3 Select and edit a trunk group for inbound call traffic. The Trunk Group dialog opens. 4 On the In tab, specify how to interpret received digits from an inbound call: • Inbound Routing Table. Select this option if Wave will be receiving calls from a central office switch.
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Configuring trunk groups for inbound call routing 8-3 Chapter 8: Configuring Inbound Call Routing 5 In the Intercept Destination field, enter the extension or hunt group to which you want to send calls that cannot be routed using Inbound Routing Table rules.All calls received on this inbound trunk group that fail for any reason will be sent to the station or hunt group that you specify.
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8-4 Chapter 8: Configuring Inbound Call Routing Configuring inbound routing tables Note: If your particular needs require that users be able to make analog loop-start external trunk-to-trunk connections, make the following additional settings in the Trunking group box: • Select the Allow Analog Loop-Start Trunk-to-Trunk Connections option. • Choose a maximum duration for trunk-to-trunk connections from the Trunk-to-Trunk Maximum Connect Time (Minutes) drop-down list.
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8-5 Chapter 8: Configuring Inbound Call Routing Configuring inbound routing tables The Inbound Routing Table dialog opens. 4 Select one of the table options. • Route By Source or Dialed Number. Using this setting you can decide how calls on this trunk group get routed based on the Caller ID (or ANI) sent with the call, or the digits the caller dialed (DID, Lead Telephone Number, or DNIS). • Scheduled Routing.
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8-6 Chapter 8: Configuring Inbound Call Routing Configuring inbound routing tables • Dialed Number. Default (any number received), or contains a string of zero or more digits, followed by a string of 0 or more x characters. This string may be as large as 32 characters. The dialed number column directly represents the digits expected to be sent from the CO with an inbound call. For example, enter a three-digit number beginning with a 2 as the value 2xx.
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Chapter 9 9. Configuring Outbound Call Routing CHAPTER CONTENTS Configuring automatic route selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 Configuring off-premise extension routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-22 Configuring destination access code routing . . . . . . . . . . . . . . . . . . . . . . . . . . 9-25 Configuring private networking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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9-2 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection Configuring the external first digit In this task you will configure an external first digit for outbound call routing by automatic route selection. To configure the external first digit 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the First Digit Table icon, located in the PBX Administration section. 3 Select a Digit (Type) button and set Digit Type to External.
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9-3 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection 4 Specify whether you want this first digit to support One-Digit or Two-Digit external dialing. If you select Two-Digit external dialing, access codes x0 through x9 (where x is the first digit) appear in the Additional Settings table. 5 Check to make sure the settings for the access code (or for each access code, if Two-Digit support is selected) are as follows.
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9-4 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection 4 To edit a dialing service, double-click it in the view. The Dialing Service dialog opens. 5 Type the dialing service Name. 6 Add any notes about the dialing service in Comments. 7 Select the Show in ViewPoint checkbox if you want this dialing service to be available for use in all Call Using lists in ViewPoint. 8 Click OK.
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9-5 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection To edit the Global Access Profile Click 1 If necessary, click the Administration tab of the Management Console. 2 Click the Outbound Routing icon, located in the Trunk Administration section. 3 The Outbound Routing dialog opens: 4 Click Edit Global Access Profile to open the Global Access Profile dialog. Release 2.
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Configuring automatic route selection 9-6 Chapter 9: Configuring Outbound Call Routing 5 Click the Special Digits Table tab. You use the Special Digits Table to enter any digits or strings of digits that you want Wave to process before processing the rules in the other tables. Note: The default emergency number for your locale (911 for North American systems and 112 for EU systems) is automatically configured as a special digit string and is routed to the Voice Analog routing table.
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Configuring automatic route selection 9-7 Chapter 9: Configuring Outbound Call Routing 6 Click Add to add a new special digit string. A new row is added to the table. Release 2.
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Configuring automatic route selection 9-8 Chapter 9: Configuring Outbound Call Routing 7 Double-click in the Initial Digits column in the new row to open a text box, and then enter the special digit string. Release 2.
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Configuring automatic route selection 9-9 Chapter 9: Configuring Outbound Call Routing 8 To specify how to handle calls that start with this special digit string, click in the Routing Table column to open a drop-down list. Select one of the following options from the drop-down list: • A routing table that has already been defined. Calls that start with this special digit string will be handled by the routing table that you select. • Redirected -->.
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9-10 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection 11 Select the Area Code Table tab. The Area Code Table is where Wave looks for matching area codes or office codes (or combinations of area and office codes) to determine how to route calls containing those numbers. You can use the Global Access Profile Area Code Table to block undesirable toll calls.
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Configuring automatic route selection 9-11 Chapter 9: Configuring Outbound Call Routing 12 Click Add to add an entry to the Area Code Table. A new row is added to the list. 13 To enter the Area Code and Office Code Range for the new area code, double-click in each column in the new row, and then enter the codes for which you are providing routing instructions. Release 2.0 • Area Code. Enter the area code for which you want to specify routing instructions that apply to all outgoing calls.
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9-12 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection 14 Click in the Routing Table column to open a drop-down list. Select one of the following options from the drop-down list: • A routing table that has already been defined. Calls to this area code will be handled by the routing table that you select. • *Blocked*. Select this option to block all calls to this area code. • (New Routing Table).
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Configuring automatic route selection 9-13 Chapter 9: Configuring Outbound Call Routing Configuring the Area Code table for ViewPoint analog dialing You must configure Wave as follows to support automatic dialing from ViewPoint over analog lines. 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Outbound Routing icon, located in the Trunk Administration section. The Outbound Routing applet opens. 3 Click Edit Global Access Profile.
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9-14 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection Configuring specific access profiles Before going to the Outbound Routing applet, identify the different calling privileges that will be associated with groups of users. From the Outbound Routing applet, you can create, edit, copy, and delete access profiles that you can assign to specific extensions, trunk groups, digital connections, and SIP signaling control points (SCPs).
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Configuring automatic route selection 9-15 Chapter 9: Configuring Outbound Call Routing 3 Select an access profile from the list, then click Edit, or click New to create a new access profile. In the Area Code Table you can configure Wave to do the following: Release 2.0 • Route calls that do not match rules in the Global Access Profile. • Specify routing for area code and office code combinations.
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Configuring automatic route selection 9-16 Chapter 9: Configuring Outbound Call Routing 4 Click Add to add an entry to the Area Code Table. A new record is added to the list. 5 Edit the Area Code and Office Code Range for the new area code by double-clicking in each field and entering the codes for which you are providing routing instructions. Release 2.0 • Area Code. Enter the area code for which you want to specify routing instructions that apply to all outgoing calls.
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Configuring automatic route selection 9-17 Chapter 9: Configuring Outbound Call Routing 6 Click in the Routing Table column and select one of the following from the drop-down list: • A routing table that has already been defined. • *Blocked*. Select this option to block all calls to the area or office codes. • (New Routing Table). Select this option to open the Routing Table dialog. See “Configuring outbound routing tables” on page 9-20 for instructions.
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9-18 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection 9 Click the Privileges tab. The Privileges tab is where you can specify the routing table to which Wave will send calls, depending on the call type. The call type is determined by the first digits entered in the telephone number.
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9-19 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection 10 For International Routing Table, Local Operator Routing Table, and Long Distance Operator Routing Table, select one of the following from the drop-down list: • A routing table that has already been defined. • *Blocked*. Select this option to block all calls to the area or office codes. • (New Routing Table). Select this option to open the Routing Table dialog.
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9-20 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection This tab allows you to specify which external access codes configured in the First Digit Table may be used by this access profile. External access codes may be used to provide access to external paging systems or specific trunks on the Wave Server. (If this tab is blank, you have not configured any external access codes in the First Digit Table.
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9-21 Chapter 9: Configuring Outbound Call Routing Configuring automatic route selection The Routing Table dialog opens. 4 If this is a new routing table, enter a descriptive Name. 5 Click Add to add a new step to the routing table. 6 For each step, you can click in the fields and edit the following settings, depending on the translation your CO requires. • Strip First n Digits. Enter the number of digits, if any, that you want to strip from the beginning of the outgoing telephone number.
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9-22 Chapter 9: Configuring Outbound Call Routing Configuring off-premise extension routing • Destination. Select a destination trunk group (or Signaling Control Point for IP telephony) from the drop-down list. (Signaling Control Points have the following format: IP|Signaling Control Point name. • ISDN Settings. If you selected a trunk group that is associated with an ISDN trunk in the Trunk Configuration applet, you can select an ISDN setting from the drop-down list.
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9-23 Chapter 9: Configuring Outbound Call Routing Configuring off-premise extension routing Creating off-premise extension ranges Use the procedure “Configuring extension ranges” on page 7-3 to create your off-premise extension ranges if you want to use numbers that begin with a different first digit than those you are using for your local extensions.
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9-24 Chapter 9: Configuring Outbound Call Routing Configuring off-premise extension routing 5 Click the Off-Premise Extension Table tab. 6 Click Add to add a range of off-premise extensions. A new entry is displayed in the list. 7 Click the Extension Range field and enter the range of off-premise extensions you want to configure. You need to add a new entry for each new range of off-premise extensions.
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9-25 Chapter 9: Configuring Outbound Call Routing Configuring destination access code routing 8 Create a routing table to translate the digits to go to the telephone company. To do so, click in the Routing Table column and select (New Routing Table). See “Configuring outbound routing tables” on page 9-20 for instructions. 9 Click OK to close the Global Access Profile dialog, and return to the Management Console.
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9-26 Chapter 9: Configuring Outbound Call Routing Configuring destination access code routing Creating destination access codes Perform the following steps to create destination access codes in the First Digit Table applet. To create destination access codes 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the First Digit Table icon, located in the PBX Administration section. 3 Click the button with the number that you want to configure.
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9-27 Chapter 9: Configuring Outbound Call Routing Configuring destination access code routing 5 Specify whether you want this first digit to support One-Digit or Two-Digit external access codes. If you select Two-Digit support, access codes x0 through x9, where x is the first digit, appear in the Additional Settings group box. 6 Configure the settings for each access code. • Routing. Choose the trunk group or IP Signaling Control Point you want to use for routing. • • Collect Digits.
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9-28 Chapter 9: Configuring Outbound Call Routing Configuring destination access code routing To enable destination access codes 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Outbound Routing icon, located in the Trunk Administration section. 3 Select an access profile from the list, then click Edit, or click New to create a new access profile. 4 Click the Destination Access Codes tab.
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9-29 Chapter 9: Configuring Outbound Call Routing Configuring private networking Configuring private networking Configuring private networking is a four-step process. You need to determine a numbering scheme for your private network. You need to configure outbound routing and the First Digit Table to recognize the digits that access the remote Wave systems. Then, you need to go back to the Outbound Routing applet to enable the private networking destination access codes.
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9-30 Chapter 9: Configuring Outbound Call Routing Configuring private networking You need to make decisions about or determine the following things: • Which external first digit do you want to use for your access code? • Do you want to use a one-digit or two-digit external access code? • What length do you want your location codes? When you dial within the private network, you will be prepending the location code to the extension of the person you are calling.
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9-31 Chapter 9: Configuring Outbound Call Routing Configuring private networking 3 The Outbound Routing dialog opens.: 4 Click Edit Private Network. The Private Network dialog opens. Release 2.
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Configuring private networking 9-32 Chapter 9: Configuring Outbound Call Routing 5 Select the length you want your location codes to be from the Location Code Length drop-down list. Location code length can be 2-6 digits. The default length is 3. 6 Select the length of your Wave extensions in the Extension Code length drop-down list. 7 Enter a Home Location Code that identifies this Wave Server for internal routing.
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Configuring private networking 9-33 Chapter 9: Configuring Outbound Call Routing 10 Click in the Routing Table column and select one of the following from the drop-down list: • A routing table that has already been defined. • *Blocked*. Select this option to block all calls to the area or office codes. • (New Routing Table). Select this option to open the Routing Table dialog. See “Configuring outbound routing tables” on page 9-20 for instructions.
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Configuring private networking 9-34 Chapter 9: Configuring Outbound Call Routing 3 In the First Digit Table dialog, select a first digit in the Digit (Type) list. If the digit is not already an external digit, select External from the Digit Type drop-down list. Release 2.
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Configuring private networking 9-35 Chapter 9: Configuring Outbound Call Routing 4 Depending on the type of destination access code you want, select One-Digit or Two-Digit. If you select Two-Digit, access codes n0 through n9, where n is the first digit, appear in the list. 5 Select the Access Code that you want to configure, then click Edit. The Edit External Access Code dialog opens. Release 2.
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Configuring private networking 9-36 Chapter 9: Configuring Outbound Call Routing Note: The Collect Digits field remains grayed out until you select a routing table from the Routing drop-down list. 6 Select Outbound Routing from the Routing drop-down list. 7 Select Private Network from the Collect Digits drop-down list. 8 Click OK to return to the First Digit Table applet. 9 If you are configuring multiple external access codes, repeat steps 5 through 8 for each.
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9-37 Chapter 9: Configuring Outbound Call Routing Configuring private networking Enabling the new destination access code Every external first digit that is configured in the First Digit Table for a private network is displayed in the Destination Access Codes tab of the Access Codes dialog in the Outbound Routing applet. By default, an access profile does not allow access to a destination access code until permission is granted by the system administrator.
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9-38 Chapter 9: Configuring Outbound Call Routing Configuring private networking 4 Select the Destination Access Codes tab. 5 Select the Permission Allowed check box for each access code for which you want to grant permission for the selected access profile. 6 Click OK to return to the Outbound Routing applet. 7 Click Done in the Outbound Routing applet to save your changes and return to the Management Console. Release 2.
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Changing an access code in a user’s saved numbers 9-39 Chapter 9: Configuring Outbound Call Routing Changing an access code in a user’s saved numbers When a user saves phone numbers in ViewPoint that can be speed-dialed or auto-dialed, the dialing service used to make the call is saved with them. Such numbers include contact phone numbers and the phone numbers specified in call forwarding and routing lists. You can do a global replace of one dialing service for another across all users’ saved numbers.
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9-40 Chapter 9: Configuring Outbound Call Routing Setting default access codes for callbacks Setting default access codes for callbacks When users return calls or voice messages using the telephone commands or ViewPoint, the system automatically uses a default access code. To set a default access code for callbacks 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section.
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Dialing phone numbers entered in the ViewPoint dial bar exactly as entered 9-41 Chapter 9: Configuring Outbound Call Routing Where the default access codes are displayed In the User/Group Management applet, the Default column of the Dialing Services view shows the current defaults for phone number and Internet callbacks.
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Dialing phone numbers entered in the ViewPoint dial bar exactly as entered 9-42 Chapter 9: Configuring Outbound Call Routing 4 Choose the External Dialing tab. 5 Deselect the Format phone numbers entered in the ViewPoint dial bar checkbox. (If this checkbox is selected, which is by default, numbers entered via the ViewPoint dial bar will be reformatted according to the dialing rules you have set up.) Release 2.
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Setting up emergency dialing 9-43 Chapter 9: Configuring Outbound Call Routing Setting up emergency dialing Wave supports various emergency dialing scenarios: • In North America, standard 911 emergency dialing service does not require additional hardware. All standard 911 calls use a Wave trunk and go through the phone company to the emergency dispatching center.
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9-44 Chapter 9: Configuring Outbound Call Routing Setting up emergency dialing 3 The Outbound Routing dialog opens: 4 Click Edit Global Access Profile to open the Global Access Profile dialog. Release 2.
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9-45 Chapter 9: Configuring Outbound Call Routing Setting up emergency dialing 5 Click the Special Digits Table tab. You use the Special Digits Table to enter any digits or strings of digits that you want Wave to process before processing the rules in the other tables. For complete details on how to use this table, including adding new entries, see “Configuring the Global Access Profile” on page 9-4.
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Chapter 10 10. Configuring Phones CHAPTER CONTENTS About phone templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Configuring phone templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Configuring digital and SIP phone feature buttons. . . . . . . . . . . . . . . . . . . . . 10-10 Configuring hunt groups of extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-40 Enabling and disabling station ports. .
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10-2 Chapter 10: Configuring Phones About phone templates About phone templates Depending on the phone type, the corresponding phone template controls different aspects of phone behavior. • Analog phone templates define the physical capabilities of the phone, such as message waiting indicator or Caller ID display. • Digital and SIP phone templates define feature button behavior, such as Auto Dial or Outside Line, for those respective phone types.
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10-3 Chapter 10: Configuring Phones About phone templates To view phone templates 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User Configuration (Templates) icon, located in the PBX Administration section. The User Configuration applet opens displaying the Telephone Templates tab. 3 Click one of the folders in the left pane. Release 2.0 • Analog.
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10-4 Chapter 10: Configuring Phones About phone templates To create a new template 1 Select a template folder or template. 2 Click Create Template. 3 Select the new template and rename it in the field in the right pane. To copy an existing template 1 Select one of the templates. 2 Click Copy Template to create a copy of the selected template. A new template is displayed at the bottom of the template list. 3 Select the new template and rename it in the field in the right pane.
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10-5 Chapter 10: Configuring Phones About phone templates • External Voicemail / External Fax Server. Use for extensions connected to external voicemail systems and external fax servers. Note that using this template has the effect of sending AT&T System 25 DTMF codes to an extension connected to an external voice mail system or external fax server when it picks up the call.
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10-6 Chapter 10: Configuring Phones About phone templates 4 Select the device for which this template will be used: • Station. Analog phone used for making and receiving voice communications. • External Voicemail/External Fax Server. Analog connection for an external voicemail system or external fax server. If you select this option, go to step 7. 5 Select a Phone Type from the drop-down list. • Basic.
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10-7 Chapter 10: Configuring Phones About phone templates To customize a digital phone or SIP phone template 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User Configuration (Templates) icon, located in the PBX Administration section. 3 Expand Digital or IP in the left pane, and then select one of the digital or SIP phone templates. (To select a digital phone template, first expand the phone model to view the available templates.
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About phone templates 10-8 Chapter 10: Configuring Phones 5 Click Customize Template in the right pane. A graphical representation of the phone is displayed with descriptions of the pre-programmed feature buttons displayed on the phone. The following example shows the Telephone Template dialog for the Edge 100-12 digital phone. Release 2.
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10-9 Chapter 10: Configuring Phones About phone templates 6 Click the text on a feature button in the graphic to change the feature assigned to that button. The Feature Button Configuration dialog opens. 7 Select the feature to assign from the Feature drop-down list. Some features have additional settings such as Do not ring the telephone, Do not allow break-in, and so forth. Hint: Right-click a button description on the phone template to open a shortcut menu with the features available for the button.
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10-10 Chapter 10: Configuring Phones Configuring digital and SIP phone feature buttons Configuring digital and SIP phone feature buttons This section lists the features that you can assign to feature buttons on Vertical digital and SIP phones. The following information is provided for each feature. • Description • Phone type. Whether the feature is supported on analog, digital, or SIP phones. • Required settings • Optional settings • Important notes.
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10-11 Chapter 10: Configuring Phones Configuring digital and SIP phone feature buttons Release 2.
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10-12 Chapter 10: Configuring Phones Configuring digital and SIP phone feature buttons Feature Digital phone SIP phone See page Shift Yes No 10-33 Silent Monitor Yes No 10-33 Speaker Yes No 10-34 System Speed Dial Yes Yes 10-34 System Park Yes Yes 10-35 Tap Yes No 10-36 Transfer Yes No 10-36 TRNS/CONF Yes No 10-37 Unassigned Yes Yes 10-37 User Forward Yes No 10-38 Voice Call Yes Yes 10-39 Volume Reset Override Yes No 10-40 Agent Login feature Dials the C
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Configuring digital and SIP phone feature buttons 10-13 Chapter 10: Configuring Phones Agent Status feature Lets an agent toggle his or her state between Forced-not-ready and Ready, or between Not Ready and Ready. The phone’s LED displays the agent’s state as follows: • Green = Ready (idle). • Red = Not Ready or Forced Not ready. • Flashing Red = Forced not ready (will take effect when current call completes).
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Configuring digital and SIP phone feature buttons 10-14 Chapter 10: Configuring Phones Note the following: • • If you select this option for an Auto Dial feature button, a user will not be able to reassign the button using the phone. • This setting cannot be applied to a shifted Auto Dial button. Add Flash. If checked, the phone will simulate the FLASH button being pressed prior to dialing the phone number.
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Configuring digital and SIP phone feature buttons 10-15 Chapter 10: Configuring Phones If either of these configurations are detected when you are editing a user or applying a digital or SIP phone template, Wave displays an error message and does not allow the button to be configured or the template to be applied. Note: Previous versions of Wave allowed these feature button configurations, and users with the unsupported configurations may still exist in your Wave database.
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Configuring digital and SIP phone feature buttons 10-16 Chapter 10: Configuring Phones Call Waiting feature Places the active call on hold and connects to an incoming call. You can include one Call Waiting button per phone. Phone type: Digital. Required settings: None. Optional settings: None.
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Configuring digital and SIP phone feature buttons 10-17 Chapter 10: Configuring Phones Centrex Flash feature Accesses a Centrex feature, if you use Centrex. Centrex is a PBX-like service that provides switching at the phone company’s central office instead of at your own premises. Pressing the Centrex Flash feature button signals the Centrex system that you intend to use a special feature.
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Configuring digital and SIP phone feature buttons 10-18 Chapter 10: Configuring Phones You can include multiple DSS/BLF buttons on a phone. Note: By default the DSS/BLF feature button only reflects the state of the assigned extension's primary line. You can enable a system-wide option (via the General Settings applet) so that a DSS/BLF feature button on a user’s digital phone reflects the assigned extension’s state for any line, not just the extension’s primary line.
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Configuring digital and SIP phone feature buttons • 10-19 Chapter 10: Configuring Phones Display Status. If checked, enables the Directed Park LED on the phone to indicate the state of a parked call, and simplifies unparking the call by recalling the extension number on which the call was parked. Do Not Disturb feature Enables the user to toggle between Do Not Disturb mode and normal phone operation.
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Configuring digital and SIP phone feature buttons 10-20 Chapter 10: Configuring Phones Flash feature Allows a user to utilize many of the phone’s features (for example, making and transferring calls, placing calls on hold, and so forth.) It is also used with many of the phone feature codes (for example, Flash + *54). You can include one Flash button per phone. Phone type: Digital. Required settings: None. Optional settings: None.
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Configuring digital and SIP phone feature buttons 10-21 Chapter 10: Configuring Phones Note: If you do not select either 2.5 mm or Bluetooth, 2.5 mm is used as the default setting to support a standard headset. If you select Bluetooth, but the phone does not support that capability, the standard headset mode (2.5 mm) is assumed. Hold feature Places a call on hold while the phone goes on-hook, allowing the user to make another call or use other phone features. You can include one Hold button per phone.
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Configuring digital and SIP phone feature buttons • 10-22 Chapter 10: Configuring Phones Off-hook audible alert. If checked, either rings the phone or produces an alert tone (depending on the phone type) when a call comes in on this line appearance if the phone is engaged in an off-hook activity. • Receive splash ring when off hook. If checked, one short ring blip sounds when another call comes in while the user is off hook.
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Configuring digital and SIP phone feature buttons 10-23 Chapter 10: Configuring Phones To configure this feature: a Select one or more Call Navigator Pickup Group checkboxes here to add this line appearance’s extension to the pool(s) of extensions that can answer calls via any associated Queue Status buttons that specify those Call Navigator Pickup Groups.
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Configuring digital and SIP phone feature buttons 10-24 Chapter 10: Configuring Phones Message Waiting feature Indicates that a new voicemail message is available in the mailbox. Directly dials the VoiceMail extension number. You can include multiple Message Waiting buttons on a phone. Phone type: Digital, SIP. Required settings: • Mailbox. Any valid voice mailbox extension.
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Configuring digital and SIP phone feature buttons 10-25 Chapter 10: Configuring Phones Night Answer feature Places the phone into a mode where inbound calls are redirected to predetermined destination. You can configure any on- or off-premise phone number as the destination. See “Configuring Night Answer” on page 16-29 for information about configuring the Night Answer system. Phone type: Digital. Required settings: None. Optional settings: None.
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Configuring digital and SIP phone feature buttons • 10-26 Chapter 10: Configuring Phones Automatic Line Selection. If checked, applies Automatic Line Selection behavior. This setting allows an outside line to be selected for making calls automatically when an external access digit is dialed, or for answering calls automatically when the phone goes off-hook. See “Automatic Line Selection” on page 29-28 for a description of Automatic Line Selection behavior on Outside Line buttons.
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Configuring digital and SIP phone feature buttons 10-27 Chapter 10: Configuring Phones Optional settings: • Do not ring the telephone. If checked, disables ringing when a call is received on this line appearance. If checked, this setting also disables the Receive splash ring when off hook setting (described below) if it is checked. • Receive call waiting tone when off hook. If checked, a beep sounds if the user is off hook and another call arrives on the line.
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Configuring digital and SIP phone feature buttons • 10-28 Chapter 10: Configuring Phones Call Navigator Pickup Group 1-6. Only used if you are using the Wave Call Navigator software add-on in association with the Queue Status feature. This allows the primary line appearance to be used for answering calls on a specific Call Navigator queue. When there is a waiting call in that queue, pressing the Queue Status button automatically connects the call on the primary line appearance, if it is available.
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Configuring digital and SIP phone feature buttons 10-29 Chapter 10: Configuring Phones Privacy feature Marks the call as private. Privacy prevents shared line appearances from breaking into the conversation. Held private calls cannot be retrieved by a shared line. Privacy is extended from any privacy-enabled phone to all parties on a call. Note: Transferring or parking a call removes the Privacy feature. Phone type: Digital. Required settings: None. Optional settings: None.
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Configuring digital and SIP phone feature buttons 10-30 Chapter 10: Configuring Phones The phone’s LED displays the queue status as follows: • Off = No calls in queue. • Flashing slowly = Number of calls in the queue is less than the threshold set in Queue Configuration. • Faster flashing = Number of calls in the queue is equal to or greater than the threshold set in Queue Configuration. Phone type: Digital. Required settings: • Queue. Name of the Call Navigator queue associated with this button.
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Configuring digital and SIP phone feature buttons 10-31 Chapter 10: Configuring Phones To configure this feature: a Select one or more Call Navigator Pickup Group checkboxes here. b Select the Enable Pickup checkbox. c Configure a Primary button or one or more Line Appearance buttons to use the same Call Navigator Pickup Groups.
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Configuring digital and SIP phone feature buttons 10-32 Chapter 10: Configuring Phones Restrict feature Blocks the user’s Caller ID from being displayed to the distant party (the user’s Caller ID will be displayed as “Private”.) This feature only applies to the current call—it must be enabled on a call-by-call basis. Phone type: Digital. Required settings: None. Optional settings: None.
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Configuring digital and SIP phone feature buttons 10-33 Chapter 10: Configuring Phones Shift feature Allows a second set of features to be assigned to the programmable buttons on the phone. The additional buttons are activated when the button is pressed while holding down the Shift button. Phone type: Digital. Required settings: None. Optional settings: None. Important notes: • Currently, only the Auto Dial feature can be assigned to a shifted button.
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Configuring digital and SIP phone feature buttons 10-34 Chapter 10: Configuring Phones Speaker feature Enables the user to toggle between using the speaker and the handset. You can include one Speaker button per phone. Phone type: Digital. Required settings: None. Optional settings: None. System Speed Dial feature Enables the automatic dialing of pre-configured speed dial index numbers. You can include multiple System Speed Dial buttons on a phone.
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Configuring digital and SIP phone feature buttons • 10-35 Chapter 10: Configuring Phones Preview. If checked, displays a list of all available speed dial index numbers when the button is pressed. • If Preview is selected and Speed Dial Index is not blank, the number about to be dialed is displayed on the phone.
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Configuring digital and SIP phone feature buttons 10-36 Chapter 10: Configuring Phones Tap feature Does the following: • Retrieves a call that was placed on hold using the HOLD button. • Places an active call on hold and gets dialtone. • Toggles between a call on hold and an active call. • While dialing a number, pressing this button once erases the last dialed digit and pressing it twice (within 500 ms) clears all of the dialed digits. Phone type: Digital. Required settings: None.
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Configuring digital and SIP phone feature buttons 10-37 Chapter 10: Configuring Phones TRNS/CONF feature Initiates either a conference or transfer. Pressing the TRNS/CONF button puts the current call on hold while the call is transferred or while other members are added to a conference call. The user may then do one of the following: • Press TRNS/CONF a second time to conference the new call to the call on hold. • Press Transfer (or SPEAKER, or hang up) to transfer the call on hold.
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Configuring digital and SIP phone feature buttons 10-38 Chapter 10: Configuring Phones User Forward feature Forwards calls to another extension or phone number. You can include multiple User Forward buttons on a phone. Phone type: Digital. Required settings: None. Optional settings: • Telephone Number. Forwards the call to the specified extension. If you leave this field blank, the user can program a number from the phone.
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Configuring digital and SIP phone feature buttons • 10-39 Chapter 10: Configuring Phones The following behavior, which occurs on all digital phone models, may be confusing to users: • If a user does not have a forwarding number set up via the User/Group Management applet (User dialog, Phone \ Call Handling tab), when that user presses the User Forward button on his or her digital phone and enters a forwarding number, the button’s LED flashes red until the user presses the User Forward button again to c
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10-40 Chapter 10: Configuring Phones Configuring hunt groups of extensions Volume Reset Override feature Allows the user to override the automatic reset of the handset/headset volume, and retain the previous setting. Note: This feature is sometimes called “Volume Ring Override”. Phone type: Digital. Required settings: None. Optional settings: None. Configuring hunt groups of extensions You create a station hunt group of user extensions when you want to have phone calls routed to a group of users.
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10-41 Chapter 10: Configuring Phones Configuring hunt groups of extensions Deleting the default Attendant Hunt Group x0 (Operator) removes this default operator as the personal operator of any users to which it is assigned, so you will need to reassign the hunt group (or another extension) as the personal operator for those users. New users will be set to use the hunt group as personal operator by default, if it exists.
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10-42 Chapter 10: Configuring Phones Configuring hunt groups of extensions • Assigning extensions to the Attendant hunt group via the Hunt Groups applet. Hunt group members with the Attendant hunt order are typically stations that can handle multiple calls simultaneously. The Attendant hunt order is valid for station hunt groups only. The Attendant hunt group assigns calls in a fashion similar to a hunt group with a Circular hunt order, unless some of the stations are already handling other calls.
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10-43 Chapter 10: Configuring Phones Configuring hunt groups of extensions 3 Select the Attendant hunt group from the Station tab, and then click Edit. The Station Hunt Group dialog opens. 4 Click Add to open the Add Hunt Group Members dialog. Release 2.
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10-44 Chapter 10: Configuring Phones Configuring hunt groups of extensions 5 Select the members you wish to add, and click OK. Use Ctrl-click or Shift-click to select multiple extensions. A maximum of 64 extensions can be in a single hunt group. 6 In the Forwarding section, specify the forwarding destinations for calls that come into the Attendant hunt group when all the extensions included in the hunt group are busy or do not answer.
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10-45 Chapter 10: Configuring Phones Configuring hunt groups of extensions Creating a station hunt group To create a new station hunt group 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Hunt Groups icon, located in the PBX Administration section. 3 Click New in the Station tab of the Hunt Groups applet. The Station Hunt Group dialog opens. 4 Enter a unique Pilot number for the hunt group.
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Configuring hunt groups of extensions 10-46 Chapter 10: Configuring Phones 5 Enter a Name for the hunt group. You can enter up to 16 alphanumeric characters in the Name field. 6 Select the desired hunting method from the Hunt Order drop-down list. You have four hunt order options: Linear, Circular, Ring, and Attendant. For descriptions, see “Hunt group hunt orders” on page 29-24.
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10-47 Chapter 10: Configuring Phones Configuring hunt groups of extensions 9 Click OK to close the Station Hunt Groups dialog. The new hunt group is displayed in the list. To add members to the new group, proceed to step 3 in the next section “Adding members to hunt groups.” 10 Click Apply to save your changes. 11 Click Done to return to the Management Console. Adding members to hunt groups Member extensions are the extensions that a hunt group rings when the hunt group pilot number is dialed.
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10-48 Chapter 10: Configuring Phones Enabling and disabling station ports 7 Select the extensions you want to add as members of the hunt group. Use Ctrl-click or Shift-click to select multiple extensions. A maximum of 64 extensions can be in a single hunt group. 8 Click OK. The Add Hunt Group Members dialog closes. 9 Click an extension and use the Up and Down buttons to rearrange the order of the extensions in the hunt group.
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10-49 Chapter 10: Configuring Phones Enabling and disabling station ports 4 Select a card or module and then use the Enable and Disable buttons to enable or disable all of he station ports on that card or module. To enable or disable individual ports, expand the card or module first. The following information is displayed for each station port: • Status (Enabled or Disabled) • Primary Extension. Primary extension associated with the port. • User. User associated with the port’s extension.
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Chapter 11 11. Managing Users and Roles CHAPTER CONTENTS How to set user options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2 How to add users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3 The Users view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4 Adding users via the User dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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How to set user options 11-2 Chapter 11: Managing Users and Roles The Queue\ Skills tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-88 The Dial-by-name Directory tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-89 The ViewPoint tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-90 The Sharing tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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11-3 Chapter 11: Managing Users and Roles How to add users How to add users You can add Wave users using any of the following methods: • Adding users via the User dialog. See page 11-92. • Creating and updating users via a user template. See page 11-92. • Importing users via a CSV file. See page 11-99. The Admin user The Admin user comes pre-defined in Wave, and belongs to the Administrators role.
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11-4 Chapter 11: Managing Users and Roles The Users view Increasing the number of digital phone users on a Wave IP 500 Server The Wave IP 500 requires an external power supply to provide power to digital phones. When you ordered your Wave IP 500, the appropriate model external power supply was included, based on the number of digital phones you planned to support. • The 120W external power supply supports up to 24 digital phones. • The 180W external power supply supports up to 48 digital phones.
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11-5 Chapter 11: Managing Users and Roles The Users view The Users view presents information about individual users and roles in your organization. Double-click a user in the view to edit that user. Roles appear in bold in the Users view. For more information about roles, see “Managing roles” on page 11-104. Each user that you add is displayed as a row in the Users view. The following table shows the information that is displayed for each user.
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11-6 Chapter 11: Managing Users and Roles The Users view Column Description Agent If checked, the user is an agent in one or more Contact Center queues. See the Wave Contact Center Administrator Guide. Must Change Password If checked the user will be required to change his or her password the next time he or she logs in. Note that this column is checked only if the field User must change password on next logon is checked for the user in the User dialog Security tab.
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11-7 Chapter 11: Managing Users and Roles The Users view Column Description Voice Title If checked, the user has a recorded voice title. You can record titles for users on the Recordings tab of the User dialog, or they can record their own. Announce Callers Call announcing is not supported in this version. Exchange Sync If checked, Wave and Microsoft Exchange voice messages and contacts are synchronized. Comments Comments about the user.
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11-8 Chapter 11: Managing Users and Roles The Users view 4 Set the following options: • Archive voicemail older than __ days. Enter a number of days. Voicemail older than that will be archived. • Archive folders. Select either Inbox only or All folders except Deleted. • Archive audio format. Select WAV or MP3. 5 Click OK to archive the user’s mailbox recordings according to the selections made.
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11-9 Chapter 11: Managing Users and Roles Adding users via the User dialog Adding users via the User dialog To create a new user, in the User/Group Management applet choose File > New > User. The User dialog opens. Click in the left pane to select a tab in the User dialog. Click a to expand a tab category. Many of the default settings in the User dialog tabs come from the default user template that you specify.
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11-10 Chapter 11: Managing Users and Roles Adding users via the User dialog Use this tab To specify See User \ Account Codes Whether and under what circumstances Wave prompts the user to enter an account code for a call. p. 11-17 User \ Call Log Whether the user’s calls are logged, and whether the user belongs to an Organization. p. 11-19 User \ External Caller ID Personalized outbound Caller ID information. p. 11-21 User \ Numbers User’s personal numbers. p.
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11-11 Chapter 11: Managing Users and Roles Adding users via the User dialog Release 2.0 Use this tab To specify See Phone \ Softphone If the ViewPoint Softphone is enabled for the user. p. 11-72 Phone \ Automatic Log Out Phone login behavior on other users’ phones. p. 11-74 Audio Storage size for greeting and voice title files, and phone prompt language. p. 11-76 Audio \ Hold Music Personalized hold music source. p. 11-77 Audio \ Voice Title The user’s voice title. p.
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11-12 Chapter 11: Managing Users and Roles The User tab The User tab You use the User tab to identify a user, assign an extension, create a password, and specify the user’s phone type and model. You can add a new user quickly via the User tab. When you add a new user, the only required fields are Last name, Extension, and Password/Confirmation. You can create a new user with with only this information provided, then edit the users at a later time to customize the user’s profile.
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11-13 Chapter 11: Managing Users and Roles The User tab You can use the Title field for various purposes, for example for the user’s department. When a caller requests to be transferred to someone in Sales, the Operator can see all the users in the Sales department grouped together in ViewPoint’s Transfer Call dialog. You can also use ViewPoint Groups to group users by department (see “About public and personal ViewPoint Groups” on page 12-2).
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11-14 Chapter 11: Managing Users and Roles The User tab To set password requirements for the system such as minimum password length, click Tools > System Settings to use the “Recommended minimum password security settings” on page 4-13. Specifying a phone type and model 6 Use the fields under Associated device to specify the user’s phone type and model: • Analog or digital phone user: Select the appropriate slot and port for that phone from the Slot:port drop-down lists.
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11-15 Chapter 11: Managing Users and Roles The User tab Assigning a user from a digital phone You can also assign a digital phone to a user automatically when you connect the phone. To assign a user from a digital phone 1 Create the user as described in “The User tab” on page 11-12. Be sure to specify the following: • Set Slot:port to No slot selected and No port selected. • Select the digital phone model number of the phone to be assigned to this user from the Telephone type drop-down list.
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11-16 Chapter 11: Managing Users and Roles The User \ Details tab The User \ Details tab You use the User \ Details tab to enter descriptive comments and other information about the user. This section describes the following: • Entering comments. See page 11-16. • Setting up a personal operator. See page 11-17. • Entering the user’s Microsoft Windows NT account. See page 11-17. Entering comments Use the Comments field to enter descriptive comments about the user as needed. Release 2.
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11-17 Chapter 11: Managing Users and Roles The User \ Account Codes tab Setting up a personal operator By default, Wave dials the Operator user’s extension whenever a caller presses 0 while listening to a user's greeting or leaving a message. To transfer calls to another user instead (for example, a departmental operator, personal assistant, or other auto attendant), select the user to whom you want to transfer calls from the Operator drop-down list on the General tab.
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11-18 Chapter 11: Managing Users and Roles The User \ Account Codes tab You set account code behavior separately for inbound and outbound calls. For outbound calls, you can handle account codes differently for long-distance calls vs. local calls. You can also specify whether entered account codes are verified against a list of valid account codes that you create (as described in “Creating a valid account code list” on page 20-14).
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11-19 Chapter 11: Managing Users and Roles The User \ Call Log tab 5 Select the Allow automatic account code lookup checkbox to enable automatic association of account codes with contacts for this user. If checked, the user can enter an account code for each contact, and the system automatically applies the account code to all subsequent calls to and from the contact.
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11-20 Chapter 11: Managing Users and Roles The User \ Call Log tab Determining which calls are logged By default, all inbound and outbound calls made by the user appear in the Call Log. However, there are times when you might not want to log a user’s calls due to space or readability reasons, for example if the user’s station is connected to a fax server used for sending thousands of faxes daily.
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11-21 Chapter 11: Managing Users and Roles The User \ External Caller ID tab The User \ External Caller ID tab You can customize the Caller ID number and name that accompany outbound calls placed by the user. Note that the user can make his or her own selection in ViewPoint, but cannot specify a different custom number or name. If the user selects Custom, the Caller ID number and name are what is entered here.
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11-22 Chapter 11: Managing Users and Roles The User \ Numbers tab 3 Select an External Caller ID setting: • Use External Caller ID from General Settings. Sends the default settings configured in the General Settings applet. • Send Company Name and Main Number. Sends the Company Name and Company Main Number as entered in the General Settings applet. • Send Station Name and this Number.
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11-23 Chapter 11: Managing Users and Roles The User \ Numbers tab You also use this tab to enable automatic login for the user by authenticating one or more of the user’s numbers. When the user calls Wave from an authenticated number, he or she is automatically logged in without being prompted to enter an extension or password if automatic login is enabled for the called auto attendant. To enable automatic logon for an auto attendant, see “Creating a new auto attendant” on page 13-3.
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11-24 Chapter 11: Managing Users and Roles The Voice Mail tab 6 Select the Use to authenticate checkbox to enable automatic login for the selected number. If selected, whenever the user calls into Wave from this number via an auto attendant with automatic login enabled, he or she is automatically logged in without being prompted to enter an extension or password. 7 Click OK to return to the User dialog. To delete one of the user’s numbers, select it, then click Clear.
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11-25 Chapter 11: Managing Users and Roles The Voice Mail tab Configuring the user’s voice mailbox In Mailbox with __ minute max size, enter the maximum size of the mailbox, in minutes. Mailboxes can be as large as 999,999 minutes (447 GB). Choose the default setting of 20 minutes (9.2 MB of storage) for typical users. You may need to increase the default for users who record calls, because call recordings (including those that were e-mailed to the user) are stored in the user's mailbox.
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11-26 Chapter 11: Managing Users and Roles The Voice Mail tab Synchronizing a user’s Wave voice messages and contacts with the user’s e-mail program Wave Mail synchronizes a user’s voice messages and contacts between Wave and the user’s e-mail program. Wave Mail allows the user to: • Receive, listen to, and manage voice messages from either Wave or the user’s e-mail program. • Share and maintain a single set of contacts between Wave and the user’s e-mail program.
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11-27 Chapter 11: Managing Users and Roles The Voice Mail tab How voice message synchronization works This section describes the following: • How voice message folders are used. See page 11-27. • How users can listen to and act on synchronized voice messages. See page 11-28. • About potential conflicts between Wave Mail and Exchange or Outlook rules. See page 11-28.
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11-28 Chapter 11: Managing Users and Roles The Voice Mail tab • If a user renames the Wave Saved Messages folder, Wave Mail continue to use it with the new name. • If a user deletes the Wave Saved Messages folder on the Exchange side, Wave Mail will re-create it automatically the next time it needs it to synchronize a message residing in the Saved folder on the Wave side.
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11-29 Chapter 11: Managing Users and Roles The Voice Mail tab 3 Add an action that if the rule identifies an incoming voice message delivered by Wave Mail, stop processing all other rules. For example, an Outlook rule might look like this: How contact synchronization works After Wave Mail is enabled and configured for a user, all of the user’s existing Wave contacts and e-mail contacts are compared.
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11-30 Chapter 11: Managing Users and Roles The Voice Mail tab Configuring your e-mail provider for Wave Mail Before you can configure Wave Mail mailboxes for an individual users, you must perform the following tasks to configure your e-mail provider. Note that in this version, the supported e-mail providers are Microsoft Exchange 2007 Service Pack 2 (SP2) and Microsoft Exchange 2010. • Create the Wave Mail user impersonation account in Windows.
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11-31 Chapter 11: Managing Users and Roles The Voice Mail tab • Microsoft Exchange 2010. Enter the following and then click Enter: “new-ManagementRoleAssignment -Name:_suImpersonateRoleAsg -Role:ApplicationImpersonation -User:’WaveMail@atlvertical10.com’” 5 Click Start > Exchange Management Console. 6 Expand Recipient Configuration > Mailbox, and then choose Actions > New Mailbox.
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The Voice Mail tab 11-32 Chapter 11: Managing Users and Roles 4 Click New to add a new e-mail provider. The WaveMail Provider dialog opens: 5 Enter the Name of this e-mail provider, for example, the name of the Exchange Server. 6 Select the version of your e-mail provider from the Type drop-down list. Selecting the wrong version will prevent Wave Mail from operating correctly. Note that you cannot change an e-mail provider’s type after you create it. Release 2.
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11-33 Chapter 11: Managing Users and Roles The Voice Mail tab 7 Enter the following information: • Domain. Domain for user accounts on the Exchange Server, for example “mycompany.com”. • URI. Uniform Resource Indicator for Wave Mail to use to connect to the Exchange Server, for example: • Impersonation Account. User name for the Exchange impersonation user account https://mail.mycompany.com/EWS/exchange.asmx used by Wave Mail to synchronize with all other Exchange accounts on the Exchange Server.
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11-34 Chapter 11: Managing Users and Roles The Voice Mail tab Configuring a user’s Wave Mail mailbox Before a user can begin synchronizing voice messages and contacts between Wave and his or her e-mail program, you must perform the following steps: • Assign the user the appropriate Wave permission, Synchronize voice mail and contacts. You can assign this permission to the user, or add the user to a role that has this permission. See “The Security \ Permissions tab” on page 11-84 for details.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-35 Chapter 11: Managing Users and Roles 3 Enter the following information. (You specified these values when you configured the user’s e-mail provider via the General Settings applet.) • Server. Select the name of the user’s Exchange Server from the drop-down list. • Account name. Enter the name of the user’s e-mail provider Impersonation account. • Password. Enter the password of the user’s e-mail provider Impersonation account.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-36 Chapter 11: Managing Users and Roles This section describes the following: • Notification information. See page 11-36. • Determining which voice messages send notification. See page 11-37. • Setting e-mail notification. See page 11-38. • Setting pager notification. See page 11-39. • Setting call notification. See page 11-41. • Scheduling notifications. See page 11-42. • Defining a schedule for notifications. See page 11-43.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-37 Chapter 11: Managing Users and Roles Call notifications contain: • Voice title of the user who received the message • Voice title or recorded name of the person who left the message, if available • Identification of urgent messages • Length of the voice message • Ability to press # right from the call and hear the message, then press 43 to call them back.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-38 Chapter 11: Managing Users and Roles Setting e-mail notification Before setting up e-mail notification for a user, make sure e-mail notification is configured properly on the Wave Server, as described in “Setting up e-mail notification” on page 4-12. To set up e-mail notification 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-39 Chapter 11: Managing Users and Roles 5 In the next drop-down list, choose whether the voice message is attached to the e-mail as a WAV file, by selecting one of the following: • Do not attach voice message. The voice message is not attached to the e-mail. • Attach voice message. Messages are attached to the e-mail and also appear in the user’s Wave Inbox marked as unheard. • Attach voice message and mark as already heard.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-40 Chapter 11: Managing Users and Roles 3 Select whether pager notifications occur, and if so, how often. (See “Determining which voice messages send notification” on page 11-37.) 4 In the Page using field, select the dialing service that you want Wave to use to dial the user’s pager. 5 In the Dial Sequence field, enter the dial string for the pager, including the phone number of the paging service and the pager's PIN if required.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-41 Chapter 11: Managing Users and Roles Setting call notification To set up call notification 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 Select the Voice Mail \ Call Notification tab. 3 Select whether call notifications occur, and if so, how often. (See “Determining which voice messages send notification” on page 11-37.) 4 Click Release 2.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-42 Chapter 11: Managing Users and Roles 5 Choose one of the following options: • Click Extension and select an extension from the drop-down list. • For an external number, use the Call Using drop-down list to select the access code and dialing service to use when placing notification calls. Then enter the number to dial in Number, exactly as it should be dialed. 6 Click OK.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-43 Chapter 11: Managing Users and Roles Defining a schedule for notifications After setting the options in the e-mail, pager, or call section on the Notifications tab, click Schedule in the appropriate section to define a schedule for notification. The Schedule (E-mail/Pager/Call) Notifications dialog opens. The Schedule button is unavailable until you have created notification settings on the Notifications tab.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-44 Chapter 11: Managing Users and Roles To add a schedule entry 1 To add a schedule entry, click Add. The Schedule Notification dialog opens. 2 To view or change the business and holiday hours used for scheduling, or to create other sets of business hours, click Business Hours. See “Setting business hours” on page 4-9.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-45 Chapter 11: Managing Users and Roles Setting up custom hours You can define custom hours that are not related to your office’s business hours and holidays and use them to schedule notifications, auto attendant actions, and routing list actions. Custom hours are specific to the user, auto attendant, or routing list for which you create them. That is, the custom hours you set up for a user do not apply automatically to other users.
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The Voice Mail \ E-mail, Pager, and Call Notification tabs 11-46 Chapter 11: Managing Users and Roles 3 On the Dates tab, click Add if you want to apply the custom schedule to a specific date. 4 In the Custom Date dialog that opens, enter the Custom date, and then click All day or Partial day. For a partial day, enter starting and ending times. 5 Click OK to add the custom date to the list on the Dates tab of the Custom Hours dialog. Release 2.
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11-47 Chapter 11: Managing Users and Roles The Voice Mail \ Cascading Notifications tab The Voice Mail \ Cascading Notifications tab You use the Cascading Notifications tab to configure repeated (“cascading”) notifications if this user receives a new voice message and does not listen to or act on it within the period of time that you specify.
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11-48 Chapter 11: Managing Users and Roles The Voice Mail \ Cascading Notifications tab To set up cascading notifications for the user 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 Click the Cascading Notifications tab. (The options on this tab are disabled if you have not set at least one type of voice mail notification for the user.) 3 Select the Send new notifications checkbox.
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11-49 Chapter 11: Managing Users and Roles The Voice Mail \ Cascading Notifications tab 7 Click Edit to identify the specific e-mail, pager and call notification settings that make up this set of cascading notifications.
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11-50 Chapter 11: Managing Users and Roles The Voice Mail \ Cascading Notifications tab 9 In the After all agents have been notified section, define what happens if all of the individual notifications listed here have been sent and the voice message has still not been listened to or acted upon. • Wait ___ minutes. Enter the number of minutes to wait before: • • Retrying the individual notifications listed above (specify the number of times to repeat below).
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11-51 Chapter 11: Managing Users and Roles The Phone tab The Phone tab You use the Phone tab to configure basic options for the user’s phone. The options available on this tab vary depending on the phone type (analog, digital, or SIP). The following graphic shows the Phone tab for an analog phone user. This section describes the following: Release 2.0 • Setting the number of rings for the phone. See page 11-52. • Having the phone automatically dial when taken off hook. See page 11-52.
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11-52 Chapter 11: Managing Users and Roles The Phone tab • Automatically going off-hook when alerting. See page 11-58. • Sending digits to an analog phone. See page 11-58. • Disabling softkeys on a digital phone. See page 11-59. • Configuring Flash behavior on an analog phone. See page 11-59. Setting the number of rings for the phone This section applies to all phone types. (This option can also be set in ViewPoint.
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11-53 Chapter 11: Managing Users and Roles The Phone tab 3 Select one of the following: • Extension. Select the extension to speed-dial from the drop-down list. • Phone Number. Select this option to speed-dial an external number and/or access code. Enter the following information: • Call using. Select the dialing service for Wave to use to speed-dial the external • Number. Specify the external number. You can also supply just the access code for number.
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11-54 Chapter 11: Managing Users and Roles The Phone tab Note that the ability to enable the Call Waiting feature varies depending on phone type. • Analog phones. By default, the Enable call waiting checkbox is selected and the Do not play call waiting beep when using ViewPoint checkbox is not selected. • Digital phones. Both the Enable call waiting checkbox and the Do not play call waiting beep when using ViewPoint checkbox are disabled, until a Call Waiting feature button is configured on the phone.
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11-55 Chapter 11: Managing Users and Roles The Phone tab The Enable multiple call appearances and Enable call waiting checkboxes work in conjunction as follows: • Both checkboxes unselected. The user has one line. If the user is on the phone, new incoming calls go straight to the next step on the user’s routing list. The user never hears a call waiting beep. • Enable call waiting selected, Enable multiple line appearances unselected. Standard call waiting.
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11-56 Chapter 11: Managing Users and Roles The Phone tab Supplying a SIP authentication password This section only applies to SIP phone users. Note: See “Setting up SIP endpoint authentication” on page 6-5 for other configuration steps you must complete in order to perform SIP authentication with Wave. SIP authentication passwords are different from regular Wave passwords, and are not affected by the password settings described in “Enforcing strong password security” on page 4-13.
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11-57 Chapter 11: Managing Users and Roles The Phone tab With a mobile extension, a user at a remote phone can: • Use ViewPoint to manage voice messages and greetings, place outbound calls, answer and handle calls displayed in the Call Monitor, and so forth. No configuration steps are required to enable this functionality for a user. • Use ViewPoint to answer and handle calls that are forwarded to a remote phone or routed to a remote phone as a result of an action in the user’s routing list.
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11-58 Chapter 11: Managing Users and Roles The Phone tab Automatically going off-hook when alerting This section only applies to digital and SIP phone users. To automatically go off-hook when alerting 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user.
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11-59 Chapter 11: Managing Users and Roles The Phone tab Disabling softkeys on a digital phone This section only applies to digital phone users. 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 On the Phone tab, select the Disable Softkeys checkbox to disable the softkeys used to make selections from the display screen on a digital phone.
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11-60 Chapter 11: Managing Users and Roles The Phone \ Call Handling tab The Phone \ Call Handling tab Use the Phone \ Call Handling tab to forward a user’s calls and configure how incoming calls are handled if the user’s line is busy or the call is not answered. Note: Changing the settings on this tab will alter the user's Standard routing list. This section describes the following: Release 2.0 • Configuring actions for unanswered or busy calls. See page 11-61. • Forwarding the user’s calls.
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11-61 Chapter 11: Managing Users and Roles The Phone \ Call Handling tab Configuring actions for unanswered or busy calls Use the fields in the Action if the call is not answered or the station is busy section of the Phone \ Call Handling tab to specify what happens when the user receives an incoming call that goes unanswered or that is received while the user’s phone is off-hook. The available actions are: • Take a message. The call is sent to the user’s voicemail. • Transfer to external number.
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The Phone \ Call Handling tab 11-62 Chapter 11: Managing Users and Roles By default, the same action is applied to both types of calls. To select a different action for unanswered vs. busy calls, select the Handle busy calls differently than calls not answered checkbox. Release 2.
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11-63 Chapter 11: Managing Users and Roles The Phone \ Call Handling tab Forwarding the user’s calls 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 On the Phone \ Call Handling tab, click Call Forwarding to forward the user’s calls. The Call Forwarding dialog opens. 3 Select the Forward calls checkbox. 4 Select the type of forwarding destination in the list below. 5 Enter the forwarding extension or phone number.
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11-64 Chapter 11: Managing Users and Roles The Phone \ Call Handling tab Call forwarding and voicemail If a forwarded call is not answered, it is sent to the user’s voicemail. To completely transfer a user’s calls to another user's phone, so that the other user receives voicemail as well as the calls themselves, do not use call forwarding. Instead, use ViewPoint to create a routing list whose final (and only) action is Transfer to Extension, and make it the user’s active routing list.
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The Phone \ Station Features tab 11-65 Chapter 11: Managing Users and Roles The Phone \ Station Features tab Use the Phone \ Station Features tab to configure the special features that are available on the user’s phone. Note: Some features are available only for digital or SIP phones. The Phone \ Station Features tab has the following options: • Phone template. To apply a pre-selected slate of features from a template, select the template from the drop-down list.
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11-66 Chapter 11: Managing Users and Roles The Phone \ Station Features tab To assign or change a feature assigned to a feature button 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 Click the Phone \ Station Features tab. 3 Click in the Feature column for the button, and then click the arrow icon that appears. 4 Select the feature to assign from the drop-down list.
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The Phone \ DSS Consoles tab 11-67 Chapter 11: Managing Users and Roles The Phone \ DSS Consoles tab Note: This tab is displayed only if you specified a digital phone type that supports the DSS Console (see “The User tab” on page 11-12.) In this version, the DSS console is only supported on the Edge 700 series digital phones. You use this tab to configure one or more DSS Console devices associated with a user’s digital phone.
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The Phone \ DSS Consoles tab 11-68 Chapter 11: Managing Users and Roles Note the following: • Feature button configuration restrictions are enforced across the user’s digital phone and all associated DSS Consoles, for example a restriction that states you can configure only one button of the same type for a user vs.multiple buttons of the same type.
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11-69 Chapter 11: Managing Users and Roles The Phone \ DSS Consoles tab Important: If you change the user’s Telephone type via the User tab while one or more DSS consoles are connected to that extension, a message warns you if DSS consoles are not supported on the new phone type, or if the number of DSS consoles already configured for this user will be over the limit supported on the new phone type.
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11-70 Chapter 11: Managing Users and Roles The Phone \ DSS Consoles tab 3 Click Add to add a new DSS console or Edit to modify the selected one. The DSS Console dialog opens: Note: The Add button is disabled if you have already configured the maximum number of DSS consoles for this user’s phone type. 4 Enter the following information for this DSS console: • DSS console name. Enter a descriptive name for this DSS Console. DSS console name can be maximum of 30 characters.
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11-71 Chapter 11: Managing Users and Roles The Phone \ Ring Patterns tab 5 All of the feature button assignments for this DSS console are listed in the bottom pane. To assign a feature to an unassigned button, click in the Features column for that button, and then select the feature from the drop-down list. 6 Some features have additional settings. Click in the Parameter column for the button, and then click the “...” button if one is available.
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The Phone \ Softphone tab 11-72 Chapter 11: Managing Users and Roles The Phone \ Softphone tab You use the Softphone tab to enable the user to use the ViewPoint Softphone. With the ViewPoint Softphone, a user can dial numbers via the ViewPoint Softphone dial bar and answer calls via the Call Monitor. The ViewPoint Softphone uses the PC’s microphone and speakers, headset, or other USB audio devices for audio playback and capture.
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11-73 Chapter 11: Managing Users and Roles The Phone \ Softphone tab Before you can enable the ViewPoint Softphone for a user via this tab, the following requirements must be met: • Specify the user’s phone type as described in “Specifying a phone type and model” on page 11-14. • Make sure that adequate Wave licenses are available on the Wave Server. When the ViewPoint Softphone is used as a primary phone, a Wave IP User license is required for that user.
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11-74 Chapter 11: Managing Users and Roles The Phone \ Automatic Log Out tab The Phone \ Automatic Log Out tab You use this tab to enable and configure the automatic log out feature for a user. Note: This tab applies to all phone types—analog, digital, and SIP.
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The Phone \ Automatic Log Out tab 11-75 Chapter 11: Managing Users and Roles All calls are written to the Call Log according to the user logged in at the station, so a user can log in anywhere in the office and make calls that are logged correctly under his or her name. Calls from the station continue to be logged under the visiting user’s name until one of the following happens: • The visiting user logs out, either by pressing *000 at the dial tone or by choosing File > Exit and Log Off in ViewPoint.
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11-76 Chapter 11: Managing Users and Roles The Audio tab The Audio tab You use this tab to allocate audio resources for the user. This section describes the following: • Setting the storage size for greetings and voice titles. See page 11-76. • Choosing a language for phone prompts. See page 11-77. Setting the storage size for greetings and voice titles 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. Click the Audio tab.
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The Audio \ Hold Music, Voice Title, and Disk Usage tabs • 11-77 Chapter 11: Managing Users and Roles Voice titles. The user’s own voice title plus all voice titles for the user’s contacts. The default setting of 10 minutes requires 4.6 MB of storage. The User/Group Management applet opens a warning message if the total allotment of voice message and greeting space for all users exceeds the available disk space on the Wave Server.
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The Audio \ Hold Music, Voice Title, and Disk Usage tabs 11-78 Chapter 11: Managing Users and Roles Setting the user’s hold music Expand the Audio tab in the category pane to select the Hold music tab. You use this tab to configure a music-on-hold source for the user. Each user can have his or her own music-on-hold source as described below, or default to the system source (see “Configuring Music On Hold” on page 16-16.
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The Audio \ Hold Music, Voice Title, and Disk Usage tabs 11-79 Chapter 11: Managing Users and Roles 4 Select the Music on hold source you want to use for this user from the drop-down list. • (Use system default). Use the system-wide hold music source as specified in the General Settings applet. • Disabled. Do not play music to callers on hold.
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The Audio \ Hold Music, Voice Title, and Disk Usage tabs 11-80 Chapter 11: Managing Users and Roles Recording the user’s voice title Expand the Audio tab in the category pane to select the Voice Title tab. You use this tab to record the user’s voice title. A user’s voice title is a short recording consisting only of the user’s name.
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The Audio \ Hold Music, Voice Title, and Disk Usage tabs 11-81 Chapter 11: Managing Users and Roles Viewing the user’s disk usage 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 Click the Audio \ Disk Usage tab. 3 Expand the Audio tab in the category pane to select the Disk Usage music tab. You use this tab to display how much space the user’s audio files are taking up. The percentage of allocated space is also displayed.
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11-82 Chapter 11: Managing Users and Roles The Security tab The Security tab You use the Security tab to configure the user’s password settings and whether the user’s calls can be supervised. This section describes the following: • Configuring password expiration. See page 11-82. • Configuring whether the user’s calls can be supervised. See page 11-83.
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11-83 Chapter 11: Managing Users and Roles The Security tab Note the following: • Checking this field is a security risk, as long-standing passwords are easier to guess. • You should check this field for users of IP phones that use PLAR, because a changed password prevents the phone from working. • User must change password on next logon.
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11-84 Chapter 11: Managing Users and Roles The Security \ Permissions tab The Security \ Permissions tab You use the Security \ Permissions tab to define permissions and roles for the user. For an explanation of all the user permissions, see “Wave permissions” on page 11-109. This section describes the following: • Before assigning permissions. See page 11-84. • Assigning a user’s permissions. See page 11-85. • Changing the user’s roles. See page 11-86.
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11-85 Chapter 11: Managing Users and Roles The Security \ Permissions tab Assigning a user’s permissions A user’s permissions determine which Wave views and features he or she can use. To assign the user’s permissions 1 Assign the user to a role if necessary. A role is a collection of permissions. By default, new users belong to the Users role. To assign the user to a new or different role, click Change. See the next section for instructions.
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11-86 Chapter 11: Managing Users and Roles The Security \ Permissions tab Changing the user’s roles To change the roles to which the user is assigned 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 Click the Security \ Permissions tab. 3 Click Change. The Roles dialog opens. 4 Use Add and Remove to place the roles to which the user should belong in the Selected roles list. To create a new role, click New Role.
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The Queue \ Attributes tab 11-87 Chapter 11: Managing Users and Roles The Queue \ Attributes tab If you are using the Wave Contact Center, you use this tab to assign a cost to the agent (in order to factor the cost of an agent into call distribution), or assign pre-defined custom attributes that affect call distribution to the agent. For details about how to use custom call routing, see the Wave Contact Center Administrator Guide. Release 2.
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The Queue\ Skills tab 11-88 Chapter 11: Managing Users and Roles The Queue\ Skills tab If you are using the Wave Contact Center, you use this tab to assign pre-defined skills to the user in order to route calls based on agents’ skill levels. For details about how to use skills-based call routing, see the Wave Contact Center Administrator Guide. Release 2.
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11-89 Chapter 11: Managing Users and Roles The Dial-by-name Directory tab The Dial-by-name Directory tab You use the Dial-by-name Directory tab to specify whether the user can be looked up by name by callers who don’t know the user’s extension. 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 Click the Dial-by-Name tab.
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11-90 Chapter 11: Managing Users and Roles The ViewPoint tab The ViewPoint tab You use this tab to set ViewPoint options for the user. This tab contains the following fields: • Release 2.0 Use Navigation Pane. This feature is not supported in this version.
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11-91 Chapter 11: Managing Users and Roles The Sharing tab The Sharing tab You use the Sharing tab and subtabs to share one or more of this users’s ViewPoint folders with other users. For example, members of a project team may want to share contacts, call information, voice messages, and so forth. Expand the Sharing tab in the category pane tab to select the appropriate tab to share any of the following folders: • Call Monitor. Contact Center queue calls are not displayed in a shared Call Monitor.
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Creating and updating users via a user template 11-92 Chapter 11: Managing Users and Roles To share the user’s folder with other users 1 In the User/Group Management applet, in the Users view create a new user or double-click an existing user to edit the user. 2 Click the Sharing tab for the folder that you want to share. 3 In the Available users list, select one or more users with whom the folder will be shared. 4 Click Add to add the selected users to the Share with these users list.
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Creating and updating users via a user template 11-93 Chapter 11: Managing Users and Roles About the User Template dialog To open the User Template dialog, in the User/Group Management applet choose Tools > User Templates. The User Templates dialog is similar to the User dialog, but there are fewer tabs and some tabs have fewer settings than the corresponding User dialog tab. See “User Templates dialog tabs” on page 11-94 for details.
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Creating and updating users via a user template 11-94 Chapter 11: Managing Users and Roles The following area is displayed at the top of each tab in the User Template dialog, and is used to select, save, create, or rename a user template, and also to make the currently-selected user template the default template used when you create new users via the User dialog. • Template. Select the user template to apply or edit from the drop-down list. • Save As.
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Creating and updating users via a user template Release 2.0 11-95 Chapter 11: Managing Users and Roles Use this tab To specify See Phone Call waiting, Flash behavior, and other phone options. Note that the following phone type-specific settings are not available in the User Template dialog: • Enable multiple line appearances • Drop loop current when idle • Use mobile extensions to imitate a station on externally routed calls • SIP authorization settings • Disable softkeys p.
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Creating and updating users via a user template 11-96 Chapter 11: Managing Users and Roles Creating a new user template Perform these steps to create a new user template, and identify the users to whom it will be applied. To create a new user template 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section of the Management Console. 3 Choose Tools > User Templates to open the User Templates dialog.
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Creating and updating users via a user template 11-97 Chapter 11: Managing Users and Roles 6 When you are done, click at the top of the dialog to save the template under a new name. The Save Template As dialog opens: 7 Enter a name for the new user template and then click OK.
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Creating and updating users via a user template 11-98 Chapter 11: Managing Users and Roles 9 Select one or more users in the All users list, and then click Add to add them to the Selected users list. 10 Click Apply to apply the user template to the selected users. Adding users via a user template You specify the user template that will be used by default when you create new users via the User dialog.
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11-99 Chapter 11: Managing Users and Roles Importing users via a CSV file Importing users via a CSV file You can import multiple users in bulk from a comma separated values (CSV) file, rather than add users one at a time, as described in “The User tab” on page 11-12. To prepare a comma-separated values (CSV) file for importing 1 In Microsoft Excel or a text editor such as Notepad, create a new file. See “Import Users CSV file format” on page 11-100 for the required layout of this file.
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11-100 Chapter 11: Managing Users and Roles Importing users via a CSV file 7 Click Import. Wave ISM will attempt to import users from the grid. If there are any users who could not be imported, the Edit and Review Users dialog reopens with errors and warnings highlighted, as follows: • Errors (in red). Users with errors will not be imported. Errors include duplicate extensions or DID numbers. • Warnings (in yellow).
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11-101 Chapter 11: Managing Users and Roles Importing users via a CSV file CSV file format for inputting users Release 2.0 Column Column Heading Contains Comments 5 Port Port number assigned Optional. Numeric. to user’s phone. To create virtual extensions, leave Slot and Port blank or set to 0. 6 MAC Address MAC address of the user’s SIP phone. Required for SIP phone users only. 12 digit hexadecimal number unique to each user.
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CSV file format for inputting users Column Column Heading Contains 12 Password User’s password that Optional. Numeric. controls access to the user's voicemail and account options. Also used to log into ViewPoint. 13 Comments Descriptive Optional. comments about this user. 14 Home Phone User’s home phone number. 15 Home Phone 2 User’s alternate Optional. home phone number. 16 Mobile Phone User’s mobile phone Optional. number. 17 Call Forwarding Number User’s call forwarding number.
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11-103 Chapter 11: Managing Users and Roles Importing users via a CSV file CSV file format for inputting users Column Column Heading Contains Comments 22 Pager Notification Address Pager number to Optional. Text field. which voice message notifications for this user are sent. 23 Call Notification Number Phone number to which call notifications for this user are sent. Optional. Text field.
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11-104 Chapter 11: Managing Users and Roles Managing roles WILLIAM,JACKSON,155,,,,Edge 700-8,,Basic,Unrestricted,,1155, ,,,,,,,,,, DAVID,WHITE,156,,,,ImpactSCS 8312SJ,,Basic,Unrestricted,,1156, ,,,,,,,,,, RICHARD,MARTIN,157,,,,ImpactSCS 8324SJ,,2 Lines,Unrestricted,, 1157,,,,,,,,,,, CHARLES,THOMPSON,158,,,,Comdial 8024,,,Unrestricted,,1158, ,,,,,,,,,, JOSEPH,GARCIA,159,,,,Vodavi 30 Executive,,Basic,Unrestricted,, 1159,,,,,,,,,,, THOMAS,MARTINEZ,160,,,,Vodavi 8 Enhanced,,Basic,Unrestricted,, 1160,,,,,,,,,,
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11-105 Chapter 11: Managing Users and Roles Managing roles Wave comes with the following two roles: • Administrators. You cannot delete this role, but you can edit some of its settings. By default the role has full permissions.
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11-106 Chapter 11: Managing Users and Roles Managing roles Creating a new role You can create a new role, for example Admin Assistant, for a group of users that require the same or similar permissions. All users that you assign to this role are automatically granted its permissions, except where their individual permission settings override roles. To create a new role 1 If necessary, click the Administration tab of the Management Console.
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11-107 Chapter 11: Managing Users and Roles Managing roles 5 Click the Users tab to identify which users belong to the role. • • To add users to the role, select them in the All users list and click Add. To remove a user from the role, select the user in the Role members list and click Remove. • To select several users at once, hold down SHIFT or CTRL as you click. 6 Click the Permissions tab to define the features and folders that members of a role can or cannot access.
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11-108 Chapter 11: Managing Users and Roles Managing roles 7 To set a permission, expand a category and click on the permission, and then select the permission level from the Value drop-down list. Depending on the permission, you can specify a value from either of the following groups: • Allow / Disallow. The selected feature or item is or is not available to the role member. • View and Edit / View Only / No access.
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11-109 Chapter 11: Managing Users and Roles Wave permissions Wave permissions A user’s access to Wave features is controlled by permissions. There are two types of Wave permissions: • General user permissions. These control what ViewPoint views and Wave commands the user can use. See the next section. • Contact Center agent permissions. These apply only to agents in a Contact Center queue, and control what queue features the agent can use.
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11-110 Chapter 11: Managing Users and Roles Wave permissions Wave General User Permissions Permission Controls the ability to... Add parties when replying to voicemail Controls the ability to send voicemail replies to additional users as well as the sender. (Applies only to replying to voice messages via ViewPoint.) Allow coaching/joining/ monitoring user calls Controls the ability to coach, join, or monitor other users’ calls.
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11-111 Chapter 11: Managing Users and Roles Wave permissions Wave General User Permissions Permission Controls the ability to... Log on via IP trunk Controls a user’s ability to log on while on a SIP call to Wave. Log on via station Controls a user’s ability to log on by pressing # at a Wave phone. Log on via trunk Controls a user’s ability to log on when calling from a remote location, either via the auto attendant or by pressing 9 at a voicemail greeting.
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Wave General User Permissions Permission Controls the ability to... Synchronize voice mail and contacts Controls the ability to use Wave Mail to synchronize a user’s voice messages and contacts between Wave and the user’s e-mail program. Access... settings Controls the ability to view and use the specified feature, available in ViewPoint’s Options dialog (Tools > Options).
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11-113 Chapter 11: Managing Users and Roles Wave permissions Wave General User Permissions Permission Controls the ability to... Set personal status:... Controls the ability to set the specified personal status by logging in and pressing 6 1 x.
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11-114 Chapter 11: Managing Users and Roles Wave permissions Wave General User Permissions Permission Controls the ability to... Access... folder These permissions control the degree of access the user has to the specified folder in the User/Group Management applet. The choices are: No access. The folder view does not appear in the User/Group Management applet. View only. The user can view but not edit or delete the folder’s items. View and Edit. The user has full access to the folder.
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Wave General User Permissions Permission Controls the ability to... Folder Access These permissions control whether a user has full, read-only, or no access to a particular folder view in ViewPoint. The choices are: Access... folder These permissions control the degree of access the user has to the specified folder in ViewPoint. The choices are: No access. The folder view does not appear in ViewPoint. View only. The user can view but not edit or delete the folder’s items. View and Edit.
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Wave permissions Release 2.
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Chapter 12 12. Managing ViewPoint Groups CHAPTER CONTENTS About public and personal ViewPoint Groups . . . . . . . . . . . . . . . . . . . . . . . . . 12-2 About Voice Mail Distribution Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2 Benefits of using ViewPoint Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-3 The ViewPoint Groups view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-3 Creating a ViewPoint Group. . . .
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12-2 Chapter 12: Managing ViewPoint Groups About public and personal ViewPoint Groups About public and personal ViewPoint Groups Wave provides two types of ViewPoint Groups: public and personal. Public ViewPoint Groups are visible to all Wave users. Administrators and users with the appropriate permissions can create public ViewPoint Groups. Public ViewPoint Groups are managed in the User/Group Management applet.
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12-3 Chapter 12: Managing ViewPoint Groups Benefits of using ViewPoint Groups Benefits of using ViewPoint Groups ViewPoint Groups offer the following benefits: • The process of finding an individual to take calls or to join a conference call is easier, because the Extensions view in ViewPoint can be filtered by ViewPoint Group. • Auto attendants, queues, contacts, or IVR Plug-ins can be added to a ViewPoint Group (for informational purposes) and viewed in the Extensions view.
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12-4 Chapter 12: Managing ViewPoint Groups Creating a ViewPoint Group 4 Click ViewPoint Groups in the view bar to open the ViewPoint Groups view. Creating a ViewPoint Group To create a public ViewPoint Group 1 In ViewPoint, choose File > New > ViewPoint Group and enter information on the tabs in the Group dialog, as follows: 2 On the General tab, enter the Name of the ViewPoint Group and at least one member. You can optionally add a note about the Group in the Notes field. Release 2.
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Creating a ViewPoint Group 12-5 Chapter 12: Managing ViewPoint Groups 3 To add members to the ViewPoint Group, select names from the list of Available extensions and click Add. To select multiple names, hold down CTRL while clicking. 4 Use the arrows next to the Members list to arrange the order of the members.
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12-6 Chapter 12: Managing ViewPoint Groups Creating a ViewPoint Group 5 If you are creating a Voice Mail Distribution Group, optionally complete the following fields: • Enter a group number (1-9999) that will be used to route voice messages to the new Group. Since this number is not an extension, you do not have to worry about any extension conflicts. Enter a unique number for each Voice Mail Distribution Group. Note: A group number is required to send a voice message to the Group via the phone.
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Chapter 13 13. Configuring Auto Attendants CHAPTER CONTENTS The Default Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-2 Configuring an auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3 Creating a new auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3 Defining menu choices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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13-2 Chapter 13: Configuring Auto Attendants The Default Auto Attendant • Transfer to a user, Contact Center queue, ViewPoint Group, or IVR Plug-in • Transfer directly to a voice mailbox to leave a message • Transfer to another menu (another auto attendant) You can also specify an automatic action to take if callers do nothing.
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13-3 Chapter 13: Configuring Auto Attendants Configuring an auto attendant Configuring an auto attendant Configuring an auto attendant consists of the following procedures: • “Creating a new auto attendant” on page 13-3 • “Defining menu choices” on page 13-5 • “Customizing login behavior from auto attendants” on page 13-13 • “Scheduling transfers and greetings” on page 13-16 • “Setting up an auto attendant’s hold music and greetings” on page 13-20 • “Setting up custom data and skill requirement
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Creating a new auto attendant 13-4 Chapter 13: Configuring Auto Attendants 5 Choose File > New > Auto Attendant. The Auto Attendant dialog opens. 6 Enter the following information on the General tab: • Name. Required. Descriptive name for the new auto attendant, for example, “Sales • Extension. Required. Extension used to access the auto attendant. Wave users can auto attendant”. transfer callers to the auto attendant at this extension. To test the auto attendant, call this extension.
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13-5 Chapter 13: Configuring Auto Attendants Defining menu choices • Authenticate trunk calls via caller ID. Select this checkbox to enable this auto attendant to automatically log in a user who calls from an authenticated number. • If this checkbox is selected, whenever a user calls this auto attendant from an authenticated number, he or she is automatically logged in without being prompted to enter an extension or password.
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13-6 Chapter 13: Configuring Auto Attendants Defining menu choices Each menu choice can contain the following: • Prompt. Recorded message that explains the option to the caller. For example, “For Sales, press 1.” • Key. Phone key callers must press to select the option. • Action. Action the system takes when the key is pressed. • Language. Language for subsequent system prompts. When callers enter the key associated with this menu choice, all subsequent prompts are in the specified language.
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13-7 Chapter 13: Configuring Auto Attendants Defining menu choices Menu choice actions The following table lists the actions that you can choose. Action Description Transfer to user Transfers the call to the user that you specify. Send to voicemail Transfers the call to the voice mailbox of the user that you specify. Play message Plays a message that you record using the audio controls.
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13-8 Chapter 13: Configuring Auto Attendants Defining menu choices Adding a menu choice 1 In the User/Group Management applet, in the Auto Attendants view create a new auto attendant or double-click an existing auto attendant to edit it. The Auto Attendant dialog opens. 2 Click the Menu Choices tab. Release 2.
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Defining menu choices 13-9 Chapter 13: Configuring Auto Attendants 3 Click Add to create a new menu choice, or click Edit to modify the selected menu choice. The Edit Menu Choice dialog opens. 4 On the General tab, type the text of the Prompt to offer this menu choice, for example, “For Sales, press 1.” Use the audio controls to record a new prompt or import a WAV file containing the prompt. (See “Using the audio controls” on page 2-20.
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Defining menu choices 13-10 Chapter 13: Configuring Auto Attendants 7 Click the Advanced tab. 8 To change the language of subsequent prompts, check Change the caller’s telephone prompts to checkbox. Then select another language from the drop-down list. When callers press the key for this menu choice, all subsequent prompts are in the language you specify here.
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Defining menu choices 13-11 Chapter 13: Configuring Auto Attendants • To attach a custom data variable to the call when this menu choice is selected, click Custom data, select the variable from the drop-down list, then enter the value to be assigned to the variable when the menu choice is selected. To create a new custom data variable, click . • To attach an agent skill requirement to the call when this menu choice is selected, click Agent skill and then select the skill from the drop-down list.
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13-12 Chapter 13: Configuring Auto Attendants Defining menu choices Setting general menu options 1 In the User/Group Management applet, in the Auto Attendants view create a new auto attendant or double-click an existing auto attendant to edit it. The Auto Attendant dialog opens. 2 Click the Menu Choices tab.
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Customizing login behavior from auto attendants 13-13 Chapter 13: Configuring Auto Attendants 5 To disable type-ahead for this auto attendant, check Prevent type-ahead. Type-ahead enables users to enter a sequence of commands together. For example, with a series of auto attendants set up as submenus, a caller could press 123 to choose menu choice 1, menu choice 2 from the submenu, and menu choice 3 from the final submenu.
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Customizing login behavior from auto attendants 13-14 Chapter 13: Configuring Auto Attendants To customize user login 1 In the User/Group Management applet, in the Auto Attendants view create a new auto attendant or double-click an existing auto attendant to edit it. The Auto Attendant dialog opens. 2 Click the Menu Choices tab. Release 2.
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Customizing login behavior from auto attendants 13-15 Chapter 13: Configuring Auto Attendants 3 Click Add. The Edit Menu Choice dialog opens. 4 In When caller presses, select the key that callers must press to select the menu choice to login from the auto attendant. Valid keys are 0-9, *, or #. 5 From the Perform action drop-down list, select User login. 6 Select the Bypass account menu and transfer to and then select the destination extension from the drop-down list. 7 Click OK. Release 2.
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Avoiding the auto attendant ambiguous dialing delay 13-16 Chapter 13: Configuring Auto Attendants Avoiding the auto attendant ambiguous dialing delay By default, when a caller dials an ambiguous number at an auto attendant, there is a 3-second delay while the system waits to see if the number is complete.
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13-17 Chapter 13: Configuring Auto Attendants Scheduling transfers and greetings To schedule transfers or greetings 1 In the User/Group Management applet, in the Auto Attendants view create a new auto attendant or double-click an existing auto attendant to edit it. The Auto Attendant dialog opens. 2 Click the Scheduled Actions tab. The following table shows the information that is displayed for each scheduled action already defined for this auto attendant. Release 2.
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Scheduling transfers and greetings 13-18 Chapter 13: Configuring Auto Attendants 3 Click Add to schedule a new action, or click Edit to modify the selected action. The Schedule Action dialog opens. 4 On the Occurrence tab, select one of the periods of time during which the action will occur.
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13-19 Chapter 13: Configuring Auto Attendants Scheduling transfers and greetings 6 Click the Action tab. 7 Under This schedule entry, select the action that the auto attendant will perform immediately when a call arrives during the period covered by the schedule entry: • Transfers to. Immediately transfers callers to the extension that you select from the drop-down list during the scheduled time period. • Plays greeting. Immediately plays the greeting that you record during the scheduled time period.
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Setting up an auto attendant’s hold music and greetings 13-20 Chapter 13: Configuring Auto Attendants Setting up an auto attendant’s hold music and greetings You use this tab to do the following: • Configure a music-on-hold source for the auto attendant. Each auto attendant can have its own music-on-hold source as described below, or default to the system source (see “Configuring Music On Hold” on page 16-16.).
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Setting up an auto attendant’s hold music and greetings 13-21 Chapter 13: Configuring Auto Attendants 3 Select the Music on hold source you want to use for this auto attendant from the drop-down list. • (Use system default). Use the system-wide hold music source as specified in the General Settings applet. • Disabled. Do not play music to callers on hold.
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Setting up custom data and skill requirements for an auto attendant 13-22 Chapter 13: Configuring Auto Attendants 6 Use the audio controls to record the greeting. (See “Using the audio controls” on page 2-20.) 7 Click OK to save the greeting. The new greeting is added to the list of all greetings that have been recorded so far.
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Setting up custom data and skill requirements for an auto attendant 13-23 Chapter 13: Configuring Auto Attendants To set up custom data or skill requirements for an auto attendant 1 In the User/Group Management applet, in the Auto Attendants view create a new auto attendant or double-click an existing auto attendant to edit it. The Auto Attendant dialog opens. 2 Click the Advanced tab.
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Viewing auto attendants in the Hunt Groups applet 13-24 Chapter 13: Configuring Auto Attendants • To attach a custom data variable to all calls handled by this auto attendant, click Custom data, select the variable from the drop-down list, then enter the value to be assigned to the variable when the menu choice is selected. To create a new custom data variable, click .
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Configuring the trunk group for the auto attendant extension 13-25 Chapter 13: Configuring Auto Attendants Configuring the trunk group for the auto attendant extension After creating auto attendants, or even if you are using only the default auto attendant, you must configure the Trunk Group to correctly route the auto attendant extension. To configure the trunk group for an auto attendant 1 If necessary, click the Administration tab of the Management Console.
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Configuring calls to be forwarded to the RNA forwarding target 13-26 Chapter 13: Configuring Auto Attendants 4 Choose one of the following methods to route calls to the auto attendant: • For simple routing, set Intercept Destination to the auto attendant. • For scheduled routing, click Edit Inbound Routing Table, click Add, and in the Destination cell enter the auto attendant’s extension. Then use the other fields to set route calls according to the schedule you want.
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Configuring calls to be forwarded to the RNA forwarding target 13-27 Chapter 13: Configuring Auto Attendants The following diagram shows call flow if the Use Forwarding Target of Last Destination in Chain checkbox is not selected: A User Forward Busy Forward DND Forward B C RNA Destination D RNA Destination A calls B B forwards to C C Forwards to RNA of dialed number (D) E Note: Calls forwarded to Voice Mail are always forwarded to the Voice Mail of the dialed number.
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Release 2.
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Chapter 14 14. Data Networking Configuration CHAPTER CONTENTS Ensuring that the T-1 serial interface is set correctly . . . . . . . . . . . . . . . . . . . . 14-1 Before you can configure your Vertical Wave Server to connect to the Internet, you must have already configured your analog and digital trunks. (See Chapter 5, Configuring Analog and Digital Trunks..
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Ensuring that the T-1 serial interface is set correctly 14-2 Chapter 14: Data Networking Configuration 3 Select the serial interface, labeled Serial I/F, and ensure that the settings are correct for your configuration. • Clock Polarity. Normal is the default. You might change this setting if there is a lot of latency between the Wave Server and the external router, typically due to a long cable (more than 10 feet) between the two devices.
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Chapter 15 15. Initial System Administration CHAPTER CONTENTS About backing up your system configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1 Mirroring your hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-6 Restarting the Wave Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-11 Running Microsoft Systems Management Server . . . . . . . . . . . . . . . . . . . . .
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15-2 Chapter 15: Initial System Administration About backing up your system configuration The System Backup/Restore applet does not back up the following items: • Network Adapters and Settings, including host name/machine name and TCP/IP domain. • Password Administration settings (Wave account user names and passwords).
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About backing up your system configuration 15-3 Chapter 15: Initial System Administration Special backup/restore considerations on a WaveNet node If you are backing up or restoring a system configuration on a Wave Server that is a node in a WaveNet network, note the important information in this section. (See Chapter 25 for complete information about using WaveNet.) Warning: Never restore a system configuration from one WaveNet node to another WaveNet node on the same network.
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15-4 Chapter 15: Initial System Administration Backing up your system configuration Note the following: • If a WaveNet node was not currently added to the WaveNet network at any time before or after performing a backup, restoring the system configuration on that node does not physically re-add the restored node to the WaveNet network.
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Backing up your system configuration 15-5 Chapter 15: Initial System Administration 3 The System Backup/Restore dialog opens. If necessary, select Backup. 4 Click Remove Previous Backup to delete the previous backup file from Wave Server hard drive. (This option is disabled if no previous backup file is detected.) 5 Click Include Voicemail Messages and Music On Hold Files to back up voicemail messages and Music on Hold WAV files.
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15-6 Chapter 15: Initial System Administration Mirroring your hard drive 7 Click Apply. Detailed results of the backup operation will appear in the Log field. The system configuration cabinet (CAB) file is stored in the following location: C:\Inetpub\Ftproot\Private\Iocabfiles Note: It is recommended that you transfer a copy of the CAB file to a different computer via FTP for safe storage. 8 Click Apply again. 9 Click Done to return to the Management Console.
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15-7 Chapter 15: Initial System Administration Mirroring your hard drive Three scenarios are possible with Wave hard drives: • A Wave Server purchased with two hard drives is preconfigured for RAID-1. The second hard drive is mirrored for you. • If you add a second hard drive after you purchase a Wave Server, you need to configure RAID-1 on the second hard drive and mirror it. See the instructions below.
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15-8 Chapter 15: Initial System Administration Mirroring your hard drive 8 If the new disk is completely blank, the Initialize and Convert Disk Wizard starts automatically. Follow the on-screen instructions. • On the Select Disks to Initialize screen, verify that the new disk (“Disk 1”) is selected. • On the Select Disks to Convert screen, select the checkbox to mark the new disk (“Disk 1”) for conversion to a dynamic disk. Click Finish. Go to step 12. Release 2.
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15-9 Chapter 15: Initial System Administration Mirroring your hard drive 9 In order to create a mirror of your hard drive, both disks must be dynamic disks. By default all drives are basic. To determine which format your disks are, look for either “Basic” or Dynamic” below the disk number. 10 To convert your disks to dynamic disks, select the disk or disks at the bottom of the screen and select Action > All Tasks > Convert to Dynamic Disk. 11 Select the disks you want to convert, then click OK.
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15-10 Chapter 15: Initial System Administration Mirroring your hard drive 14 Select Disk 1, then click Add Mirror. A new color indicates mirroring (the default color is purple). Note: If the resulting mirrored partitions are of different sizes, then the primary and mirrored hard drives are physically incompatible. This should not happen if you received your hard drive from Vertical Communications. Contact technical support for assistance.
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15-11 Chapter 15: Initial System Administration Restarting the Wave Server • Do not attempt to mirror an Wave primary hard drive in Slot A onto an Wave primary hard drive in slot B. Due to the cloning technique used in manufacturing Wave primary drives, the Disk Management application cannot distinguish between primary drives. An alternative is to use Disk Management to remove all partitions on the second Wave primary disk so the disk will be treated as a new drive.
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Running Microsoft Systems Management Server 15-12 Chapter 15: Initial System Administration 4 Click Restart to restart the Wave Server. 5 Click Yes to confirm that you want to restart. 6 Click OK. 7 Close the browser window. You cannot access the Wave Server until it is fully operational. If you are logging on remotely, you must wait a full 10 minutes before attempting to log on again. After a restart, use the Chassis View applet to verify that installed components are all working correctly.
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PART 2 Advanced Configuration and Administration Release 2.
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Release 2.
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Chapter 16 16. PBX Feature Configuration CHAPTER CONTENTS Configuring authorization codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-2 Configuring Call Park options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-4 Configuring call pickup groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-5 Configuring Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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16-2 Chapter 16: PBX Feature Configuration Configuring authorization codes Configuring authorization codes Use the Authorization Codes applet to configure numeric passwords that allow users to place calls on phones and phone lines where call access is restricted. Authorization codes can be used on analog phones and digital phones. On digital phones, authorization codes can be used on both primary and secondary line appearances and outside lines.
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16-3 Chapter 16: PBX Feature Configuration Configuring authorization codes 3 Click New to open the Authorization Code dialog. The Authorization Code field is automatically populated with a randomly selected unused 5-digit number. You may change this number to any 3- to 12-digit number. 4 Enter a Description. 5 Choose an Access Profile from the drop-down list. The Access Profile determines what types of calls can be made on an Wave extension using this authorization code.
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Configuring Call Park options 16-4 Chapter 16: PBX Feature Configuration Configuring Call Park options The Call Park feature places a call on an extension or in a system parking slot for retrieval from another phone. 1 In the General Settings applet, click the PBX (Advanced_ tab. 2 In the Call Park group box, specify the following call park settings: • Hold ___ seconds before ring back. Select the number of seconds that Wave waits for a user to pick up a held call.
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Configuring call pickup groups 16-5 Chapter 16: PBX Feature Configuration Configuring call pickup groups You can configure call pickup groups—groups of extensions that can be answered by all the users in the group using the Group Pickup phone feature—and add extensions to them in the User/Group Management applet. An extension can belong to only one pickup group. There are two methods to pick up a call in a pickup group: • Group. Any group member can answer the ringing extension of any other group member.
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16-6 Chapter 16: PBX Feature Configuration Configuring Caller ID 5 Enter a Name for the Pickup Group. 6 Select the users you want and move them into the Members list by clicking Add. Hold down the CTRL key as you click to select multiple users. 7 Click OK. The Pickup Groups that you have defined appear in the Pickup Groups view. Click its icon in the view bar of the User/Group Management applet to see and manage Pickup Groups.
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16-7 Chapter 16: PBX Feature Configuration Configuring Caller ID When an internal extension initiates a call, its external Caller ID is determined by the settings configured in the General Settings and the User dialog, User \ External Caller ID tab. When a trunk initiates an outbound call (a tandem call) the external Caller ID is the same as the received Caller ID (or it is the trunk group name if no Caller ID is received). By default, Wave sends no Caller ID to the trunks.
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16-8 Chapter 16: PBX Feature Configuration Configuring Caller ID • User-specific external Caller ID setting, if specified, overrides the system-wide setting. The user-specific external Caller ID setting is set for the user via the User/Group Management applet, User dialog \ External Caller ID tab. By default, external Caller ID at the user-specific level uses the system-wide setting. • Trunk-specific external Caller ID setting, if specified, overrides the user-specific setting.
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16-9 Chapter 16: PBX Feature Configuration Configuring Caller ID For example, if at the system-wide level you choose to use the Company Name and Main Number, and at the user-specific level you choose to send no Caller ID, Caller ID will not be sent by calls made from that extension. However, if at the trunk-specific level you choose to send the Company Name and Main Number, then the Company Name and the Company Main Number are sent even though the user-specific Caller ID settings specified otherwise.
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16-10 Chapter 16: PBX Feature Configuration Configuring Caller ID Configuring trunk-specific Caller ID settings The trunk-specific Caller ID format determines whether Caller ID will be sent to the trunk and in what format. In the Trunk Groups and IP Telephony applets, you can configure the Caller ID values as they are supported by the trunks associated with the outbound trunk group or IP call destination.
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16-11 Chapter 16: PBX Feature Configuration Configuring Caller ID Use this setting to provide the station name and phone number on outbound calls. Note: If this setting is your choice, it is generally recommended that you set this at the system-wide level in the General Settings applet. • Do Not Send Caller ID. Sends no external Caller ID from this trunk group or IP call destination. Use this setting for trunks that do not support Caller ID, or for trunks where you want to block external Caller ID.
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16-12 Chapter 16: PBX Feature Configuration Configuring Caller ID • Send Company Name and Main Number. Sends the Company Name and Company Main Number as external Caller ID. Use this setting to provide some Caller ID information while keeping the actual calling extension number private. • Send Station Name and this Number. Sends the Station Name (specified via the User/Group Management applet) followed by the digits entered in the adjacent field.
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Configuring dialing time-out 16-13 Chapter 16: PBX Feature Configuration Configuring dialing time-out Configure the settings that determine how long Wave should wait after you finish dialing before placing the call. Click In the General Setting applet, PBX (Advanced) tab, in the Dialing section set When dialing, wait up to ___ seconds for next digit to be entered. This drop-down list sets the dialing timeout.
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16-14 Chapter 16: PBX Feature Configuration Configuring external call routing restrictions To turn this default option off so that no external access code is required 1 In the General Settings applet, click the PBX (Advanced) tab. 2 Deselect the Require external access code to dial emergency numbers check box. Users can now dial an emergency number directly. You use the Outbound Routing applet to set up one or more emergency numbers. For details, see “Setting up emergency dialing” on page 9-43.
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16-15 Chapter 16: PBX Feature Configuration Configuring Fax Redirect Users without passwords can enter the password 111 when prompted to forward calls to an external number. Note: It is strongly suggested that you configure passwords for all users. Password security is crucial in preventing your company from being victimized by toll fraud, where unauthorized users gain privileged access to your telephone system and place outbound long distance or international calls that are then charged to you.
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16-16 Chapter 16: PBX Feature Configuration Configuring Music On Hold To configure Fax Redirect for the system 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the General Settings icon, located in the General Administration section. 3 Click the PBX tab of the General Settings applet. 4 Under Fax Redirect Service, select the extension where faxes can be received from the Redirect fax calls to drop-down list.
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16-17 Chapter 16: PBX Feature Configuration Configuring Music On Hold To configure a system port for music on hold 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Resource Management icon, located in the PBX Administration section 3 Expand the Application Resources folder. 4 Expand the Music On Hold folder, and then select Wave Player. 5 Select a port from the Wave Player drop-down list.
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16-18 Chapter 16: PBX Feature Configuration Configuring Music On Hold 3 Select the PBX tab. In the Music On Hold section, specify the music-on-hold source to use as the System Default from the drop-down list: Select one of the following options: • Disabled. No default music-on-hold source is specified. This setting does not affect a music-on-hold source specified for an individual user, auto attendant or Contact Center queue.
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Configuring Music On Hold 16-19 Chapter 16: PBX Feature Configuration 4 To play hold music to calls on SIP phones or SIP trunks, select the Support IP Music On Hold checkbox. Important: If you see the following message, you need to exit the General Settings applet, allocate additional Music on Hold resources (either Low Bit Rate (G.729A/G.711) or Standard Bit Rate (G.711) resources) via the Resource Management applet, and then restart the General Settings applet.
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Configuring Music On Hold 16-20 Chapter 16: PBX Feature Configuration You use this dialog to identify the external and internal audio sources displayed in the System Default drop-down list (described above), and also in the music on hold source drop-down lists available when you edit a user, user template, auto attendant, or Contact Center queue. • External (Audio Input Jack). Enter a descriptive label for the external music on hold device if you are using one, for example “FM Top 40 radio”.
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Configuring Music On Hold 16-21 Chapter 16: PBX Feature Configuration About resource reallocation of Music-on-Hold resources after upgrading In Wave ISM 2.0, there are new Music on Hold resource types for standard and low bit rate codecs—IP codec resources are no longer shared between music on hold for IP calls and IP phone or IP trunk calls. After upgrading to Wave ISM 2.
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Configuring Music On Hold 16-22 Chapter 16: PBX Feature Configuration IP Music on Hold resources will be reallocated automatically if necessary if the following are both true before upgrading: • You have configured a system port for music on hold (via the Wave Player folder in the Resource Management applet.) • SIP is enabled on the Wave Server (via the Signaling Protocols folder in the IP Telephony applet.) Wave will try to allocate Standard Bit Rate (G.711) Music On Hold resources as needed.
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16-23 Chapter 16: PBX Feature Configuration Configuring Music On Hold Customizing music on hold Each user, auto attendant, and Contact Center queue can have individualized hold music that is different from the default system hold music. See the following: • • User. See “Setting the user’s hold music” on page 11-78 User template. See “The Audio \ Hold Music, Voice Title, and Disk Usage tabs” on page 11-77 • Auto attendant.
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16-24 Chapter 16: PBX Feature Configuration Enabling Public Address 5 Convert your WAV file to G723 6.3 kbps format (choose “5 bits”) and save a copy with the same name followed by “_5bit.G723.” For example, “Name.wav” would create “Name_5bit.G723.” You should now have four files including your original WAV file, as follows: • Name.WAV • Name.G729 • Name_3bit.G723 • Name_5bit.
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16-25 Chapter 16: PBX Feature Configuration Enabling automatic phone relocation 4 Select the Enable Public Address check box. Once Public Address is enabled, users can make announcements over the public address system and digital phone speakers by pressing the System Page button on digital phones, or dialing *11. For more information about the System Page feature, see “Page feature” on page 10-26.
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Enabling automatic phone relocation 16-26 Chapter 16: PBX Feature Configuration A user can use *98 to either physically move his or her digital phone to a new location, or to swap a phone with another user. For example, Joe (x201) is moving into Frank's (x205) old office. They both have the same digital phone model. Joe unplugs his phone (so x201 is no longer in service) and leaves it in his old office. He then goes to his new office and dials *98 201 on Frank’s old phone.
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Enabling DSS/BLF updates when the user’s phone is active on any line 16-27 Chapter 16: PBX Feature Configuration To configure automatic phone relocation 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the General Settings icon, located in the General Administration section. 3 In the PBX tab of the General Settings applet, select the Allow Automatic Phone Relocation check box. 4 Click Apply to save your changes. 5 Click Done to return to the Management Console.
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16-28 Chapter 16: PBX Feature Configuration Enabling call return for external calls To enable DSS/BLF updates when a user’s phone is active on any line 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the General Settings icon, located in the General Administration section. 3 In the PBX tab of the General Settings applet, select the Enable DSS/BLF updates when the user’s phone is active on any line check box. 4 Click Apply to save your changes.
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16-29 Chapter 16: PBX Feature Configuration Configuring Night Answer 3 In the PBX (Advanced tab) of the General Settings applet, in the Dialing section select the Enable Call Return ___ Trunk Access Code (TAC) check box. 4 Enter the trunk or external access code required to make an external call, typically 9. 5 Click Apply to save your changes. 6 Click Done to return to the Management Console.
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Configuring Night Answer 16-30 Chapter 16: PBX Feature Configuration 4 Enter a destination in the Default Night Answer Destination field. 5 Edit your inbound trunk groups’ Inbound Routing Tables to specify the correct night answer mode in the Night Answer Mode field. • If you are configuring your incoming T-1 or analog trunks for Night Answer, open the Trunk Groups applet and edit your Inbound Routing Tables.
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16-31 Chapter 16: PBX Feature Configuration Configuring System Speed Dial 6 If you want to configure digital phones with a Night Answer button, change the configuration of the those phones in the User Configuration (Templates) applet. Configuring System Speed Dial Use the System Speed Dial applet to assign 1-3 digit speed dial numbers to phone numbers that your organization uses frequently. System speed dial numbers can be used on analog and digital phones.
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16-32 Chapter 16: PBX Feature Configuration Configuring System Speed Dial 3 Click New. 4 Click New to open the Add New Index dialog. Release 2.
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16-33 Chapter 16: PBX Feature Configuration Configuring System Speed Dial 5 Enter the speed dial number in the Index field. The Index field is automatically filled in with the next available index number. You can enter any number in the range 000-999. 6 Enter the phone number in the Telephone # field. A phone number can be any digit sequence up to 32 digits in length. Be sure to include the external access code if necessary.
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16-34 Chapter 16: PBX Feature Configuration Configuring System Speed Dial 4 Enter a five-digit password in the Enter New Password field. 5 Enter the password again in the Confirm Password field. 6 Click OK. 7 Click Apply to save your changes. 8 Click Done to return to the Management Console. Adding speed dial numbers using the phone To add a speed dial number using the phone 1 From any Wave phone, dial *88. 2 Enter the following in sequence: • 5-digit System Speed Dial password.
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16-35 Chapter 16: PBX Feature Configuration Configuring System Speed Dial Overriding access profiles when using System Speed Dial By default, Wave does not override an access profile assigned to a line appearance if its extension does not have permission in its access profile to dial long distance numbers.
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16-36 Chapter 16: PBX Feature Configuration Configuring virtual extensions Configuring virtual extensions Configure virtual extensions for users who do not need a physical phone, but require an office extension. These users might be employees who work on the road with a cell phone, but who need to have an office extension listed in the Voicemail Names Directory (see Chapter 13, Configuring Auto Attendants). You can configure up to 1024 virtual extensions.
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16-37 Chapter 16: PBX Feature Configuration Configuring zone paging groups Configuring zone paging groups Zone paging groups allow you to page a group of digital phones simultaneously. Zone paging groups are configured in the Zone Paging Groups applet. To create a zone paging group 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Zone Paging Groups icon, located in the PBX Administration section.
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Configuring zone paging groups 16-38 Chapter 16: PBX Feature Configuration 4 Click New to open the Zone Paging Group dialog. 5 Select a Zone number from the drop-down list, or accept the next unassigned zone number that is assigned automatically. 6 Enter a descriptive Name for the zone paging group. 7 Select the Include External Paging (over Public Address) checkbox to also make an overhead page whenever a page is sent to this zone paging group.
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Configuring zone paging groups 16-39 Chapter 16: PBX Feature Configuration 8 Click Add to add members to the zone paging group. The Add Zone Paging Group Members dialog opens listing the available extensions. Note: Only digital phones configured via the User Configuration (Templates) applet appear in the list. Select one or more members from the list, and then click OK to add them to the group. Release 2.
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Configuring zone paging groups 16-40 Chapter 16: PBX Feature Configuration 9 In the Zone Paging Group dialog, the Members list is populated with the names you selected. 10 Click OK. The new zone paging group is displayed in the Zone Paging Groups dialog. 11 Click Apply to save your changes, and click Done to close the Zone Paging applet. Release 2.
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16-41 Chapter 16: PBX Feature Configuration Configuring instant messaging Configuring instant messaging Wave IMpulse allows users to send and receive instant messages via ViewPoint. Users can also exchange instant messages with users in Wave organizations other than their own, and invite other users to an instant messaging conference.
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16-42 Chapter 16: PBX Feature Configuration Configuring instant messaging Enabling the Instant Messaging server To enable the Instant Messaging server 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the General Settings icon, located in the General Administration section. 3 On the System tab of the General Settings applet, select the Enable Instant Messaging check box.
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16-43 Chapter 16: PBX Feature Configuration Configuring instant messaging Using the Wave IMpulse Administrator Console This section describes how to start the Wave IMpulse Administrator Console and how you can use it. See the following sections for details on how to perform specific tasks: • “Specifying security settings” on page 16-47.
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16-44 Chapter 16: PBX Feature Configuration Configuring instant messaging The Wave IMpulse Administrator Console opens: 3 Click on one of the main tabs (Server, Users, or Sessions) and then click on one of the sub-tabs to see the available pages. Note: Not all of the available sub-tabs and pages are described in the following table. See the indicated sections for more information. Release 2.
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16-45 Chapter 16: PBX Feature Configuration Configuring instant messaging Main tab Sub-tab Page Server Server Manager Server Information. This page opens when you start the Vertical Instant Messaging administrator console. It provides important information about the Instant Messaging server properties, environment, and port usage: • Server Uptime. Amount of time the Instant Messaging service has been running. • Server Name. Wave Server’s IP address. • Host Name. Host name of the Wave Server.
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16-46 Chapter 16: PBX Feature Configuration Configuring instant messaging Main tab Sub-tab Page All Reports. Use this page to view graphic reports on various aspects of instant messaging activity. You can also download the reports in PDF format. Archiving Search Archive. Use this page to search the Instant Messaging archive by participant, date range, or keyword. See “Searching the Instant Messaging archive” on page 16-54. Archiving Settings. Use this page to manage archiving settings.
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16-47 Chapter 16: PBX Feature Configuration Configuring instant messaging 4 Click Wave Global Administrator at the upper right of the screen to close the Instant Messaging administrator console. Specifying security settings Clients can connect to the server using secured or unsecured connections. Use this page to specify how clients can connect to the server.
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16-48 Chapter 16: PBX Feature Configuration Configuring instant messaging 4 If you selected Custom, specify one of the following: • • Old SSL method. • Not Available. • Available. TLS method. • Not Available. • Optional. • Required. 5 In the Server Connection Security section, select one of the following: • Optional. Select this option if connections between servers may use secured connections. • Required.
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16-49 Chapter 16: PBX Feature Configuration Configuring instant messaging If for any reason you need to generate a self-signed SSL server certificate or import a signed SSL server certificate, a message similar to the following is displayed at the top of the Server Certificates page. Click the link or links provided to perform the required action.
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Configuring instant messaging 16-50 Chapter 16: PBX Feature Configuration Using content filters You use this page to create filters that modify how instant messages are handled based on their content. For example, you could create a filter to prevent Social Security Numbers, account numbers, or other sensitive information from being passed along via an instant message.
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16-51 Chapter 16: PBX Feature Configuration Configuring instant messaging 3 In the Filter section, you enable or disable the content filter and enter the regular expressions that make up the filter. • Disabled. Select this checkbox to inactivate the content filter so that it is not applied to instant message traffic. • Enabled. Select this checkbox to activate the content filter so that it is applied to instant message traffic. • Patterns. Enter the content that you want to filter on.
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16-52 Chapter 16: PBX Feature Configuration Configuring instant messaging 6 In the Content Match Notification section, you identify the contact person to whom a notification will be sent whenever there is a content match. • Disabled. Select this checkbox if you do not want to notify the contact when there is a content match. • Enabled. Select this checkbox to automatically notify the contact when there is a content match. • Username. Enter the name of the user to notify. • Notify by IM.
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Configuring instant messaging 16-53 Chapter 16: PBX Feature Configuration Configuring instant messaging archiving settings For information on how to search the archive by participant, date range, or keyword, see “Searching the Instant Messaging archive” on page 16-54. To configure Instant Messaging archiving settings 1 Start the Wave IMpulse Administrator Console according to the instructions in “Using the Wave IMpulse Administrator Console” on page 16-43.
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16-54 Chapter 16: PBX Feature Configuration Configuring instant messaging 3 In the Message and Metadata Settings section, use the following settings to identify how much and what type of information to archive: • Conversation State Archiving. Select this checkbox to archive information about instant messaging activity, including who talks to who, how long conversations last, and the number of messages in each conversation. • Message Archiving.
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16-55 Chapter 16: PBX Feature Configuration Configuring instant messaging 3 Select one or more of the following search criteria: • Participants. Enter one of more users, separated by commas. (To view a list of users, select User/Groups > Users > User Summary.) • Date Range. Specify and Start and End date range. • Keywords. Enter one or more keywords to search for, separated by commas. 4 Click Search to search the archive using the criteria specified.
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16-56 Chapter 16: PBX Feature Configuration Configuring instant messaging Monitoring active client sessions To monitor active client sessions 1 Start the Wave IMpulse Administrator Console according to the instructions in “Using the Wave IMpulse Administrator Console” on page 16-43. 2 Select Sessions > Active Sessions > Client Sessions. The Client Sessions page opens: 3 The following information is displayed for each active client session: Release 2.0 • Name. • Resource. • Status. • Presence.
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16-57 Chapter 16: PBX Feature Configuration Configuring instant messaging Monitoring active server sessions To monitor active server sessions 1 Start the Wave IMpulse Administrator Console according to the instructions in “Using the Wave IMpulse Administrator Console” on page 16-43. 2 Select Sessions > Active Sessions > Server Sessions. The Server Sessions page opens: 3 The following information is displayed for each active server session: Release 2.0 • Host. • Connection. • Creation Date.
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Release 2.
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Chapter 17 17. Advanced Trunk and Channel Configuration CHAPTER CONTENTS Configuring advanced trunk settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-1 Setting trunk timing values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-5 Configuring system-wide ISDN settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-12 This chapter provides information about configuring the advanced trunk and channel features.
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Configuring advanced trunk settings 17-2 Chapter 17: Advanced Trunk and Channel Configuration 3 Select the T-1 module. 4 Click Advanced Trunk Settings. Release 2.
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Configuring advanced trunk settings 17-3 Chapter 17: Advanced Trunk and Channel Configuration 5 Set the Facility Data Link according to your Service Confirmation Letter. Two Facility Data Link (FDL) protocols are available. You may select either protocol listed, both protocols, or no protocol. • T1.403. Sends Performance Report Messages. The service provider can maintain a continuous history of trunk performance. The service provider can also send test messages to the trunk, if needed. • TR54016.
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Configuring advanced trunk settings 17-4 Chapter 17: Advanced Trunk and Channel Configuration 6 Choose one of the following settings: • CSU. Select this option if you are connecting to the PSTN. When connecting to the PSTN, the FCC only allows the use of CSU mode. Note: Although CSU mode was developed for the PSTN, it generally works well for private T-1 lines as well, as long as you do not need to set advanced signal strength and shape parameters. If you select CSU, go to step 10. • DSX.
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Setting trunk timing values 17-5 Chapter 17: Advanced Trunk and Channel Configuration 9 Click OK to return to the Advanced Trunk Settings dialog. 10 Modify the device timers settings, if appropriate, by typing new values in the text boxes. The value ranges and maximum number of digits allowed for these settings are: • LOS Frame Alignment. Default=15000; Range=1000-30000 • Carrier Failure Alarm Clear Interval. Default=10000; Range=1000-15000 • RAI Alarm Clear Interval.
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17-6 Chapter 17: Advanced Trunk and Channel Configuration Setting trunk timing values Setting digital trunk timing values Caution: These are expert settings that should not be modified unless you are instructed to do so by your Vertical Technical Support representative. To set the timing values for a digital trunk 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Trunk Configuration icon, located in the Trunk Administration section.
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Setting trunk timing values 17-7 Chapter 17: Advanced Trunk and Channel Configuration 4 Click Timers. Depending on the channel settings, one of the following dialogs opens: Release 2.
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Setting trunk timing values 17-8 Chapter 17: Advanced Trunk and Channel Configuration • T-1 Ground Start Timers dialog • ISDN Timers dialog For information about specific T-1 trunk timers, refer to the tables in section “T-1 trunk timing values” on page 34-5. Release 2.
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17-9 Chapter 17: Advanced Trunk and Channel Configuration Setting trunk timing values 5 Click the Value field of the timer that you want to edit. A text box opens where you can type a new value. 6 If the channel or channels you are editing are configured for Ground Start signaling, you can modify the Wait For Dial Tone setting by selecting or deselecting that check box. This check box tells Wave whether or not to expect dial tone on the channel before dialing. 7 Click Apply to save your changes.
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Setting trunk timing values 17-10 Chapter 17: Advanced Trunk and Channel Configuration 3 Display and select the channel(s) you want to configure. Note: You must select channels with the same Signaling configuration. Depending on your signaling configuration for the selected trunks, you will see one of the following: Release 2.
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Setting trunk timing values Release 2.
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17-12 Chapter 17: Advanced Trunk and Channel Configuration Configuring system-wide ISDN settings 4 Click the Value field of the timer that you want to edit. A text box opens where you can type a new value. 5 Enter a new value for the timer. For information about specific analog trunk timers, refer to the tables in “Analog trunk timing values” on page 34-9. 6 If you are using Loop Start signaling, you can specify the Wait for Dial Tone setting by selecting or deselecting that check box.
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Configuring system-wide ISDN settings 17-13 Chapter 17: Advanced Trunk and Channel Configuration 3 Click the ISDN tab. 4 In the Outbound Caller ID section, specify the Numbering Plan Identifier as specified in your Service Confirmation Letter from the drop-down list. The numbering plan identifier (NPI) is used to indicate the general way phone numbers are constructed within the Caller ID. The two most common numbering plans are E.
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Release 2.
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Chapter 18 18. Managing System Prompts and Audio CHAPTER CONTENTS Presenting a confirmation prompt before voicemail . . . . . . . . . . . . . . . . . . . . . 18-1 The System Prompts view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2 Managing system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-3 Recording over system prompts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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18-2 Chapter 18: Managing System Prompts and Audio The System Prompts view The System Prompts view The System Prompts view in the User/Group Management applet allows you to listen to and change the recordings used for standard system prompts and auto attendants. For example, when you are setting up your Wave system, you typically go to this view to change the default Greeting prompt so that it contains your company name.
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18-3 Chapter 18: Managing System Prompts and Audio Managing system prompts Each system prompt is displayed as a row in the view. The information in the following table is displayed for each system prompt. Column Description File name File name of the prompt. Text Contents of the file in text form. The text displayed here is accurate only if it is updated each time the file is changed. If you are unsure of the accuracy of the text, play the file to confirm what it says.
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18-4 Chapter 18: Managing System Prompts and Audio Managing system prompts Playing system prompts You can play system prompts over the phone to confirm that they contain the correct information. When you play a system prompt, your phone rings and the prompt plays when you answer. See “Using the audio controls” on page 2-20 for more information. To play a system prompt 1 In the System Prompts view, select the name of the prompt that you want to play. 2 Choose System Prompts > Play.
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18-5 Chapter 18: Managing System Prompts and Audio Recording over system prompts 2 Select Export System Prompt Text and click Next. 3 Under Save exported file as, accept the suggested location and file name or click Browse and choose a different location and enter a file name. 4 Click Finish. The file is exported. Exporting and importing system prompt audio files You can export a system prompt from your Wave Server for use on another.
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18-6 Chapter 18: Managing System Prompts and Audio Recording over system prompts Recording options You can record system prompts in either of the following ways: • Recording system prompts professionally (see page 18-7) • Recording over system prompts yourself (see page 18-9) About the recording process To record a complete set of system prompts, you must do the following: • Record the WAP file (see below). • Build the indexed WAP file. • Test the new prompts. • Deploy the new prompts.
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18-7 Chapter 18: Managing System Prompts and Audio Recording over system prompts About the sentence file The sentence file is a text file that contains all the voice prompts and the sentences they form. The American English sentence file is located in the following location: C:\Program Files\Artisoft\TeleVantage Server\TVLEN00.INI Note: “EN00” identifies American English files.
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18-8 Chapter 18: Managing System Prompts and Audio Recording over system prompts Using the standard Wave voices To add or modify prompts using one of the standard Wave voices, contact Marketing Messages as shown in the following table. They provided the original set of prompts. Marketing Messages can record new voice files using the standard voices. Language Voice U.S. English “Ellen” Latin American Spanish “Claudia” U. K.
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18-9 Chapter 18: Managing System Prompts and Audio Recording over system prompts Testing the new prompts It is important that you thoroughly test all voice files that you receive from the vendor to ensure: • Accuracy of file names • Synchronization of written and spoken prompt content • Quality of voice recording • Accuracy of index order and format of the WAP file See “Testing system prompts” on page 18-11 for information about using the Sentence Tester to assist with some of these tasks.
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18-10 Chapter 18: Managing System Prompts and Audio Recording over system prompts Recording over WAV files To record over a prompt 1 In the System Prompts view, double-click the prompt. The Edit System Prompt dialog opens. 2 Under Contents, enter the text of the new prompt. Use this text as a script when you record the prompt. 3 Record the prompt. See “Using the audio controls” on page 2-20 for instructions. 4 Click OK to save the new version of the prompt.
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Recording over system prompts 18-11 Chapter 18: Managing System Prompts and Audio Testing system prompts You can test system prompts by listening to them in context over your phone. By joining individual prompts into sentences and playing them as they are used in Wave, you can evaluate intonation, emphasis, and consistency. To test system prompts 1 Log on to the Wave Server via Windows Remote Desktop using a valid Wave administrator user name and password. 2 Click Start > Run.
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Recording over system prompts 18-12 Chapter 18: Managing System Prompts and Audio 6 In Language to test, select the language of the prompts that you want to test. 7 Under Sentences, select a sentence from the list. The Current sentence box displays how that sentence is described in the sentences.ini file. Many sentences consist of a single WAV file. Other sentences are made up of several joined WAV files, and may contain variables as well.
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Chapter 19 19. Recording All Wave Calls CHAPTER CONTENTS Disk space and recording all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-2 Preparing to record all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-3 Recording all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-9 Archiving call recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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19-2 Chapter 19: Recording All Wave Calls Some countries, states, or other locations require that you announce to callers that their calls may be or are being recorded. • Wave includes a system prompt, MayBeMonitored.wav, that says, “Your call may be monitored or recorded,” which you can play as needed (for example, by using an auto attendant or Contact Center queue greeting).
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19-3 Chapter 19: Recording All Wave Calls Preparing to record all calls • Phone commands or prompts • IVR Plug-in prompts • Consultation calls during supervised transfers When a call is transferred, the various conversations are included in a single call recording. Exempting Contact Center queue calls Contact Center queues usually comprise a large portion of a system’s total phone traffic.
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19-4 Chapter 19: Recording All Wave Calls Preparing to record all calls Automatically archiving recordings The recommended approach to archiving is to have Wave automatically archive all recordings of a certain age. You can choose which users are subject to automatic archiving and you can specify the network location of your choice for archive files. Users with permission can then search, manage and listen to the archived recordings using the Wave Archived Recording Browser.
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19-5 Chapter 19: Recording All Wave Calls Preparing to record all calls The e-mail body also includes the following Call Log information that further describes what was recorded (example data used): Notes: Trunk 1/ Unknown -> Station 2/ Queue 500 CustomData: CustProp1=Value of Custom Property 1;CustProp2=Value of Custom Property 2; --- Call Recording Details --Direction: Inbound From: Unknown To: Queue 500 Answered By: User 2 From Number: 6172344500 To Number: 500 From Code: To Code: From De
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19-6 Chapter 19: Recording All Wave Calls Preparing to record all calls To automatically make room for new call recordings 1 Limit the size of the placeholder user’s voice mailbox to the amount of disk space you want to devote to call recordings. Use the formula 1 minute = .46MB. For example, to devote 1 GB to call recordings, set the user’s voice mailbox to 2185 minutes. See “Configuring the user’s voice mailbox” on page 11-25.
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Preparing to record all calls • 19-7 Chapter 19: Recording All Wave Calls Recording a 3- or more party conference call. One Ad-Hoc Conferencing resource is used per party in a call to support call recording. To allocate this type of resource via the Resource Management applet, choose Application Resources > Monitoring and Recording > Call Record. Note the following: • Playing reminder beeps during Contact Center queue call recording does not require that you allocate any DSP resources.
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19-8 Chapter 19: Recording All Wave Calls Preparing to record all calls To view the new Call Record resource allocation so that you understand the changes that were made, in the Resource Management applet, expand Application Resources, and then click Monitoring and Recording.
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19-9 Chapter 19: Recording All Wave Calls Recording all calls • If you were supporting personal or queue call recording before upgrading, your resource allocation may need to be changed. If this applies to you, the System Alert Messages dialog will inform you that: “Starting with ISM 2.0, Call Recording (system, queue-based, or personal) is enhanced to use a dedicated resource pool - Call Record.
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19-10 Chapter 19: Recording All Wave Calls Recording all calls 4 Click the Recordings \ System Call Recording tab. 5 Select the Record all calls checkbox to have Wave automatically record system calls according to the settings you specify in this dialog. If not selected, Wave does not record system calls. Note: If this checkbox is not selected, users can still record their own calls manually, and Contact Center queues can still automatically record all queue calls.
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19-11 Chapter 19: Recording All Wave Calls Recording all calls 9 Select the Do not record tandem trunk to trunk calls checkbox to exempt tandem calls (inbound calls to Wave that are routed to external phone numbers) from system call recording. If not selected, the system records tandem trunk-to-trunk calls as well as inbound and outbound calls that involved a trunk. For more about tandem call routing, “Tandem call routing” on page 29-21.
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19-12 Chapter 19: Recording All Wave Calls Recording all calls Including a reminder beep on queue call recordings You can include a regular “reminder” beep on Contact Center queue call recordings. If enabled, a short tone is played to all parties in the call and is audible in the recording.
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Archiving call recordings 19-13 Chapter 19: Recording All Wave Calls Archiving call recordings To save space on the Wave Server and improve ViewPoint performance, you can archive call recordings to a location of your choice, and access them using the Wave Archived Recording Browser. See “Archiving call recordings and voicemail” on page 22-31. Release 2.
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Release 2.
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Chapter 20 20. Tracking and Distinguishing Calls CHAPTER CONTENTS Using Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-2 Using account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-9 Using custom data variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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20-2 Chapter 20: Tracking and Distinguishing Calls Using Organizations Using Organizations With Organizations, multiple separate businesses or other groups can share a Wave Server, yet remain independent. Callers dialing a user in one Organization will never know that other businesses exist on the same phone system, and internal billing can be kept strictly separate.
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20-3 Chapter 20: Tracking and Distinguishing Calls Using Organizations Creating and populating an Organization You can create an Organization and add users in either of the following ways: • Via the Organizations applet as described below. When you use this method, you can create an Organization and also assign all of its members at the same time. • Via the User/Group Management applet as described on page 20-5.
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20-4 Chapter 20: Tracking and Distinguishing Calls Using Organizations 4 Click Add Organization. 5 Enter a name for the new Organization. Release 2.
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Using Organizations 20-5 Chapter 20: Tracking and Distinguishing Calls 6 To add members to the organization, click the Organization name. 7 In the right pane, select one or more user’s checkbox to add the user to the Organization. Deselect a user’s checkbox to remove the user from the Organization. 8 Click Apply (to save your changes and continue working) or Done (to save your changes and close the Organizations applet.
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Using Organizations 20-6 Chapter 20: Tracking and Distinguishing Calls 4 Choose the Organizations tab, which lists the Organizations you have defined so far. 5 To add a new Organization, click Add. The Organization dialog opens. 6 Enter the name of the Organization, for example, the name of the company that is sharing the Wave Server. 7 Click OK to return to the Organizations dialog. 8 When you are done adding Organizations, click OK to close the System Settings dialog. Release 2.
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20-7 Chapter 20: Tracking and Distinguishing Calls Using Organizations To assign a user to an Organization via the User/Group management applet 1 In the Users view, double-click the user to open the User dialog, and choose the User \ Call Log tab. 2 Select the Organization checkbox and then select the Organization to which the user should belong. Click to create a new Organization. See “Creating and populating an Organization via the Organizations applet” on page 20-3. 3 Click OK.
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Using Organizations 20-8 Chapter 20: Tracking and Distinguishing Calls Creating an auto attendant for each Organization You can define a separate auto attendant for each Organization, if each Organization has its own phone number. Callers will hear a greeting and menu choices specific to the Organization that they are calling, and they will be unable to accidentally dial users in other Organizations, either by extension or via the dial-by-name directory.
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20-9 Chapter 20: Tracking and Distinguishing Calls Using account codes 3 If you are using Wave Contact Center queues, edit each queue. On the General tab under Operator, select the extension appropriate to the queue’s Organization. For example, if the queue belongs to Organization ABC, select extension 101. This ensures that callers pressing 0 while leaving the queue voicemail are handled correctly.
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20-10 Chapter 20: Tracking and Distinguishing Calls Using account codes • Marketing campaigns. By setting up an account code for the campaign and having agents use it whenever they place or receive campaign calls, you can track the time, resources, and results of the campaign. For example, your legal office is working on the Gould case and the Avellanos case. You assign the Gould case an account code of 88 and the Avellanos case an account code of 55.
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20-11 Chapter 20: Tracking and Distinguishing Calls Using account codes • Forced non-verified - All calls. Prompt the user to enter an account code on all outbound calls, if one has not already been entered. Accept the account code without verification. • Force verified - All calls. Prompt the user to enter account code on all outbound calls, if one has not already been entered, and verify it. • Forced non-verified - Long distance calls only.
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20-12 Chapter 20: Tracking and Distinguishing Calls Using account codes How the end of an account code is detected When users use the phone to specify an account code, Wave detects the end of the account code when any of the following occurs: • The account code reaches the maximum number of digits. To define the maximum number of digits, see “Setting system-wide account code options” on page 20-13. • The user presses #. • Three seconds elapse after the user entered a digit.
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20-13 Chapter 20: Tracking and Distinguishing Calls Using account codes Reporting on account code information You can view call activity by account code by generating the Call Log report using the Wave Contact Center Reporter. For information about basic Contact Center Reporter reports available on all Wave systems, see Chapter 13 in the Wave ViewPoint User Guide.
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20-14 Chapter 20: Tracking and Distinguishing Calls Using account codes 5 Select the Collect account code before dialing number checkbox to prompt for an account code after the user dials an access code (for example, 9). 6 Select the Verify account codes according to range checkbox to have the system verify that an account code contains the correct number of digits. If the account code entered contains too many digits or too few digits, a user is prompted to enter it again.
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20-15 Chapter 20: Tracking and Distinguishing Calls Using account codes Use a text editor such as Notepad to create and maintain the account code file. Note the following: Release 2.0 • Enter each account code as a separate line in the text file. • Blank lines are ignored, and can make the list easier to view and maintain. • Comment lines are ignored, and must start with a semicolon (;). • Account codes can contain numbers, letters, and other characters.
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20-16 Chapter 20: Tracking and Distinguishing Calls Using account codes If you use either wild card character in an account code, it must be the final character in an account code, and if you use both wild card characters in the same account code, the % character must be the final character. Valid Invalid 12? 1?2 12?? 1%2 12% ?12 12?% %12 12?????% 12%? Note that account codes that are identical except for wild card characters will conflict with each other.
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20-17 Chapter 20: Tracking and Distinguishing Calls Using custom data variables Note: By renaming the beep file, Wave automatically uses another AccountCodePrompt.wav file, which is found in your language directory and which contains the verbal prompt. The default path for the English language verbal prompt file is the following. It (or any other language version of this file) can be rerecorded using the System Prompts view. C:\Program Files\Artisoft\TeleVantage Server\VFiles\EN00\ AccountCodePrompt.
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Using custom data variables 20-18 Chapter 20: Tracking and Distinguishing Calls 1 Choose Tools > System Settings. The System Settings dialog opens. 2 Choose the Call Data \ Custom Data tab, which lists the custom data variables created so far. Each custom data variable is attached to every incoming call, though a given variable might not be used for every call.
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Using custom data variables 20-19 Chapter 20: Tracking and Distinguishing Calls 4 Enter the following information for the custom data variable: • Name. Enter a name for the variable. Keep the name relatively short, as it will appear in a column header in the ViewPoint Call Monitor. Custom data variable names are case sensitive. • Description. Enter a description that helps you remember how the variable is used. • Data Type. This field determines the type of information that the variable holds.
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Using custom data variables 20-20 Chapter 20: Tracking and Distinguishing Calls Setting the value for a custom data variable You can have Wave set the value of a custom data variable in the following ways: Release 2.0 • Auto attendant menu choice. When defining an auto attendant menu choice, you can have it set the value of one or more custom data variables. See “Defining menu choices” on page 13-5. • Contact Center queue.
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Chapter 21 21. Advanced Data Networking Configuration CHAPTER CONTENTS Configuring dial-up routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21-1 Configuring network services and routing protocols. . . . . . . . . . . . . . . . . . . . . 21-3 Caution: The settings described in this chapter are expert settings that should not be modified unless you are instructed to do so by your Vertical Technical Support representative.
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Configuring dial-up routing 21-2 Chapter 21: Advanced Data Networking Configuration After initial configuration, you will only need to modify these settings if you add remote locations or change phone access numbers. Typically, you configure dial-up routing for both dial-in and dial-out capabilities. You can configure for only one or the other, and if you do, how you define dial-out properties depends on several things. Various possibilities are described in the following table.
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Configuring network services and routing protocols 21-3 Chapter 21: Advanced Data Networking Configuration Configuring network services and routing protocols The following sections describe how to configure network services and routing protocols on the Wave Server.
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Configuring network services and routing protocols 21-4 Chapter 21: Advanced Data Networking Configuration To configure RIP Click 1 Open the Microsoft RRAS applet under Data Administration on the General Administration tab of the Management Console. Log on using your Wave username and password. The Routing and Remote Access dialog opens. For more information about logging in with a remote connection, see “Remote access applets” on page 2-7. 2 Add the RIP protocol.
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Configuring network services and routing protocols 21-5 Chapter 21: Advanced Data Networking Configuration Note: If you are routing across a WAN, be sure to configure the WAN interface on the Integrated Services Card with RIP. Auto-static, static, and default routing can be used with demand-dial interfaces. Auto-static makes static routing table entries, and is used only for demand-dial connections, and only with other Wave Servers or with a remote Microsoft Windows server acting as a router.
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Configuring network services and routing protocols 21-6 Chapter 21: Advanced Data Networking Configuration 3 Select each interface on which you want to enable the routing protocol. Right-click OSPF in the IP Routing folder and select New Interface. Select the desired interface, then click OK. Configure the Internet properties for that interface on the dialog that opens, then click OK.
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Configuring network services and routing protocols 21-7 Chapter 21: Advanced Data Networking Configuration 3 Click the DNS tab. 4 Enter the IP address of your DNS server (the server that resolves DNS name queries) in the DNS Service Search Order field, then click Add. The order in the list is the order in which they will be queried. Put the IP address of the preferred DNS server first. Typically, the local company’s DNS server should be first.
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Configuring network services and routing protocols 21-8 Chapter 21: Advanced Data Networking Configuration 5 Enter the domain suffix in the Domain Suffix Search Order field, then click Join Domain. If the list contains domain suffixes, you can use the arrows to move the them up and down to change the search order. You can add additional domains to the list. 6 Click Apply to confirm your changes. Changes take effect after you reboot your Wave Server.
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Configuring network services and routing protocols 21-9 Chapter 21: Advanced Data Networking Configuration 4 Select a network interface from the Network Interface drop-down list. Setting up each network interface as a WINS client is recommended. 5 Enter the appropriate server address in the Windows Internet Name Services (WINS) field, and click Add. Wave registers its name and IP address with the primary WINS server.
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Configuring network services and routing protocols 21-10 Chapter 21: Advanced Data Networking Configuration To enable and configure a DHCP relay agent Click 1 Open the Microsoft RRAS administration tool, and log on using your Wave username and password. For more information about logging in with a remote connection, see “Remote access applets” on page 2-7. 2 Right-click DHCP Relay Agent in the IP Routing folder and select New Interface. 3 Select the desired interface and click OK.
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Configuring network services and routing protocols 21-11 Chapter 21: Advanced Data Networking Configuration 2 Right-click Static Routes in the IP Routing folder, and choose New Static Route. The Static Route dialog opens. 3 Select an Interface from the drop-down list. 4 Type a Destination IP address, subnet Network mask, Gateway, and Metric. 5 Click OK. 6 Close the Routing and Remote Access dialog to return to the Management Console.
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Release 2.
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Chapter 22 22. Monitoring and Maintenance CHAPTER CONTENTS Managing your dial plan with the Dial Plan view . . . . . . . . . . . . . . . . . . . . . . . 22-2 Using the Maintenance Log view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-3 Using the Call Log view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-4 Viewing the Wave Event Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Managing your dial plan with the Dial Plan view 22-2 Chapter 22: Monitoring and Maintenance Managing your dial plan with the Dial Plan view You can view and manage your dial plan as a whole using the Dial Plan view. The Dial Plan view shows each number in your system that can be dialed from an internal dial tone, identified by name and type. It lists only numbers beginning with the digits 0-9, and so does not include Wave phone commands such as those beginning with Flash or *.
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22-3 Chapter 22: Monitoring and Maintenance Using the Maintenance Log view You can use the Dial Plan view to check your dial plan for ambiguous numbers and correct them when they occur. You can edit a dial plan entry by selecting it and choosing Dial Plan > Open. The appropriate dialog for editing that number opens. Note: If the Dial Plan > Open option is unavailable, you may not have permission to access or edit the selected item.
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22-4 Chapter 22: Monitoring and Maintenance Using the Call Log view The following columns appear in the Maintenance Log view: • Action taken • Item that was acted upon (if applicable) • Date and time of the action • Name of the user who was logged on when the change was made • Name of the computer from which the change was made • Details about the action Navigating the Maintenance Log view The Maintenance Log view shows 50 entries at a time, in a default order starting with the most recent.
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Using the Call Log view 22-5 Chapter 22: Monitoring and Maintenance To open the Call Log view, click its button in the view bar. Release 2.
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22-6 Chapter 22: Monitoring and Maintenance Using the Call Log view Call Log columns The following table shows the information that is displayed for each call. Several columns are hidden by default. To show and hide columns, right-click the columns header and choose Columns. Column Description From Name of the person who placed the call. On incoming calls, “Unknown” is displayed unless the user identified the caller as a contact. On outgoing calls, this column contains the user’s name.
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22-7 Chapter 22: Monitoring and Maintenance Using the Call Log view Column Description Result How the caller's wait ended. The assigned values for the possible outcomes are: Abandoned. Caller hung up before call was answered. Connected. Caller was connected to a party. To voicemail. Caller went to voicemail, but did not necessarily leave a message. Blind transfer. A blind transfer sent the caller to another party. Supervised transfer. A supervised transfer sent the caller to another party. Login.
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22-8 Chapter 22: Monitoring and Maintenance Using the Call Log view Column Description To Rules If checked, routing rules were used to make an outbound call. Organization Organization associated with the call, if any. Organizations are associated with outbound calls only, and represent the Organization to which the calling party belongs. For more information see “Using Organizations” on page 20-2. Custom Data Custom data, if any, associated with the call.
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22-9 Chapter 22: Monitoring and Maintenance Using the Call Log view Setting Call Log options You can choose whether to log calls, and which type of calls are logged in the Call Log. To do so: 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section of the Management Console. 3 Choose Tools > System Settings. The System Settings dialog opens. 4 Choose the Call Log tab.
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22-10 Chapter 22: Monitoring and Maintenance Using the Call Log view Displaying a specific number of Call Log entries The Call Log can become very large over time and its size can cause a delay in its display. To reduce this delay, you can view fewer Call Log items at one time and not load the full database. To set the number of calls displayed in the Call Log 1 From the User/Group Management applet, choose Tools > Options. The Options dialog opens.
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22-11 Chapter 22: Monitoring and Maintenance Using the Call Log view Archiving the Call Log Over time, Call Log information will begin to fill up your Wave database. To recover database space, you can archive old Call Log information that is no longer needed to a location outside the database. Caution: Archived information is permanently removed from the Wave database. You cannot run Contact Center reports on the time period that has been archived.
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22-12 Chapter 22: Monitoring and Maintenance Using the Call Log view 4 Choose the Call Log \ Archive tab. 5 Use the following fields to specify how you want to perform archiving: • Archive Call Log daily. Select this checkbox to automatically archive the Call Log at 1:00 a.m. every day according to the other settings you specify in this dialog. If not selected, the Call Log is written to continually and will increase in size until you manually archive it using the Archive Now button described below.
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22-13 Chapter 22: Monitoring and Maintenance Using the Call Log view • Overwrite archive every ___ days. Number of days that archived information will be appended to the Call Log archive file. After that number of days, archived information in the file will be deleted and the file will be reused. • Archive will be overwritten on. Date and time that the Call Log archive file will next be overwritten and the data in it deleted.
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22-14 Chapter 22: Monitoring and Maintenance Using the Call Log view Exporting the Call Log You can export the Call Log to a comma-separated value (CSV) file that can be read by most spreadsheet and database applications. Exported Call Log entries are not deleted from the Wave database, and the size of the Wave database does not change after an export. 1 Choose File > Import and Export. The Import and Export Wizard opens. 2 Under Select an import or export action, select Export Call Log and click Next.
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22-15 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log Viewing the Wave Event Log The Wave Event Log contains a record of all Wave-related system events, including start and stop times of the Wave Server and other Wave applications, and error messages. Errors indicate that a failure has occurred. Warnings indicate that a critical resource is getting low, though no failures have occurred yet. You can set up Wave to send e-mail notifications when events are logged to the Wave Event Log.
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22-16 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log Setting up Wave Event Log notifications You can configure Wave to send e-mail notification of each event logged in the Server’s Wave Event Log. By setting up notifications, you can stay informed of critical problems, like low disk space, no matter where you are. To receive e-mail notification of Wave Event Log events 1 If necessary, click the Administration tab of the Management Console.
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22-17 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 6 Under E-mail to, identify to whom the e-mail notifications are sent. (These fields are disabled if you selected No events.) • All phone system administrators. Notifications go to all Wave users with Global Administrator permissions who have e-mail notification turned on. The users you identify here must also have e-mail notification set to receive Windows Event Log notifications (see “Setting e-mail notification” on page 11-38).
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22-18 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 102 - Informational Connecting to SQLServer 103 - Informational Disconnecting from SQL Server Information messages indicating when the Wave Server connected to and disconnected from SQL Server. 104 - Error DSSQL Error 105 - Error No Voice Resource Available This message indicates that Server was unable to provide a voice resource for a requested operation.
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22-19 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 110 - Error Error occurred trying to perform least-cost routing. 111 - Error Unable to start Mail Server. Voicemail notifications via Email will be disabled. On startup, the Wave Server was unable to start the e-mail notification process. For example, it could not establish a MAPI connection with your mail post office. Mail notification will be disabled until the problem is resolved. Contact your Wave provider.
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22-20 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 118 - Error Stopped using trunk ##: the trunk may have been disconnected. The Wave Server has stopped using a trunk. 119 - Error Failed to Restart Server: Total Restarts Exceeded. Wave Server failed to restart after trying several times. 120 - Error Failed to Stop Device Handle ##. 123 - Error Unable to open device: ## Wave Server was unable to open the device. 124 - Error Unable to delete temporary message file for device ##.
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22-21 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log T1 alarms The following two T1 alarms are written to the Windows Event Log: • Red Alarm. Signals that the Robbed Bit T1 line has lost synchronization with the switch to which it is connected. Wave disables all channels on the affected digital span so that spurious signals are not processed as incoming calls. • Red OK. Signals that synchronization has been restored. All channels on the affected digital span are re-enabled.
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22-22 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 131 - Error Failed to reset station N. Please restart the server. 132 - Error Ring failed on station ## with error 14. Please restart the station. 133 - Error Device ## is not responding, restarting... Wave was unable to open the device and is automatically restarting it. 134 - Error Unable to offer call to IVR Plug in ‘’. Reason: ‘’. Started the IVR Plug-in but OfferCall failed.
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Viewing the Wave Event Log 22-23 Chapter 22: Monitoring and Maintenance 139 - Error Device ## Disabled. This station or trunk was disabled by a user through the Global Administrator. 140 - Informational Device ## Enabled. This station or trunk was re-enabled by a user through the Global Administrator. 143 - Informational Timed Out Waiting For Response from IVR Plugin ‘’. Reclaiming voice device. The specified IVR Plug-in did not respond to the Wave Server.
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22-24 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 146 - Warning No Low Priority Voice Resource Available There are no low-priority voice resources in the pool available to generate FSK signals for CLASS or ADSI phone features such as message waiting light, Caller ID display, intercom, paging, or voice-first answering. Voice resources will continue to be allocated for other tasks such as playing and recording voice files.
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22-25 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 151 - Informational Hook State mismatch occurred on station N. 155 - Error Infinite Loop: Wave detected a Contact Center which may be sending callers back and forth to an extension in an infinite loop. This can happen if the queue redirects callers to an extension whose routing list automatically sends calls to the queue.
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22-26 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 163 - Warning No conference resource available The Wave Server has run out of conference resources. These messages will be logged every 15 minutes while conference resources are out. 164 - Warning Server cannot communicate with Workstation applications because you have Internet Connection Firewall (ICF) enabled. For the Wave Server to operate properly with a firewall, you must upgrade your PC to Windows XP SP2 or higher.
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22-27 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 169 - Warning Cannot communicate with your Server because Windows Firewall exceptions are not enabled. 170 - Warning Cannot communicate with your Server due to a problem creating a Windows Firewall exception. To use this application please disable the Windows Firewall by selecting Start > Control Panel > Windows Firewall and deselect On.
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22-28 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 177 - Error Missing language file: . 178 - Error No voice resource available for hold audio source N. No hold audio will be played. 179 - Error No files for hold audio source N. No hold audio will be played. 180 - Error Unable to open file for hold audio source N. File will be skipped. 186 - Error The N Driver Updates version N was not installed on this PC. Please install these N Driver updates for proper operation.
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Viewing the Wave Event Log 22-29 Chapter 22: Monitoring and Maintenance 192 - Error MP3 Conversion Error: in function N. 193 - Error Unable to start SIP span N. Reason: . 194 - Error SIP trunks are out of service: no available IPM resources found in the system. 195 - Warning 'Off hook' event received from station N, which is currently out of service and not registered with the Server. Please check the SIP device's configuration and its registration with the Wave Server's SIP span.
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22-30 Chapter 22: Monitoring and Maintenance Viewing the Wave Event Log 202 - Warning Network capture was unable to start because it was unable to discover a valid NIC. 203 - Warning Network capture was unable to start because no valid WinPCap library. 204 - Error This beta version of the Server ## has expired. The Wave Server will be able to process calls from stations or logged-in trunks until it is upgraded to a newer version. Please contact your Wave provider for a newer version.
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22-31 Chapter 22: Monitoring and Maintenance Archiving call recordings and voicemail Archiving call recordings and voicemail If you record all calls or even a significant portion of calls, or if you have users with thousands of saved voice messages and large maximum mailbox sizes, disk space on the Wave Server can quickly fill up with voice messages and call recordings.
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22-32 Chapter 22: Monitoring and Maintenance Archiving call recordings and voicemail About mailbox recording file formats You can archive mailbox recordings in any of the following formats. You can specify which format to use on a user-by-user basis (see “Archiving mailbox recordings” on page 22-36.) • WAV format is commonly used by Windows applications such as Windows Media Player. (WAV size = 64 Kbps, 469 Kb/minute.
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Archiving call recordings and voicemail 22-33 Chapter 22: Monitoring and Maintenance Configuring the Wave Recording Archive Service 1 To configure the Wave Recording Archive Service, choose Start > Programs > Vertical Wave > Wave Recording Archive Service Manager. The Wave Recording Archive Manager opens: 2 Click Settings. The Wave Recording Archive Service Manager Settings dialog opens: Release 2.
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Archiving call recordings and voicemail 22-34 Chapter 22: Monitoring and Maintenance 3 To specify the Recording archive shared folder, Click and browse to the archive folder you created (according to the instructions in Chapter 9 in the Wave Server Installation Guide). The archive folder is a network folder where mailbox recordings are archived, that must be shared with full read/write permissions to any user who wants to access the recordings.
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22-35 Chapter 22: Monitoring and Maintenance Archiving call recordings and voicemail 6 Select the Enabled checkbox for each Wave Server that you want to archive automatically. Note: If Enabled is not checked, mailbox recordings will not be archived automatically on the Wave Server, but you can still perform manual archives according to the instructions in “Archiving mailbox recordings manually” on page 22-39. 7 Click OK to save your changes. Release 2.
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Archiving call recordings and voicemail 22-36 Chapter 22: Monitoring and Maintenance Starting and stopping the Wave Recording Archive Service Caution: The Recording Archive Service must be running on the archive server in order for an automatic or manual archive to occur. It is recommended that you set the Recording Archive Service to auto-start according to the following instructions. 1 On the archive server, choose Start > Programs > Vertical Wave > Wave Recording Archive Service Manager.
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22-37 Chapter 22: Monitoring and Maintenance Archiving call recordings and voicemail Archiving mailbox recordings automatically Use the User/Group Management applet to configure automatic archiving for various mailboxes according to the following steps. To archive mailbox recordings automatically 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section of the Management Console.
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Archiving call recordings and voicemail 22-38 Chapter 22: Monitoring and Maintenance 4 The Archive the following mailboxes list shows the voice mailboxes that will be automatically archived. To add to or change the list, click Change. The Select Mailboxes To Archive dialog opens. 5 Users in the Selected mailboxes list will have their mailbox recordings automatically archived. Use the Add and Remove buttons to modify the list. Click OK to return to the Recordings \ Archive tab.
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22-39 Chapter 22: Monitoring and Maintenance Archiving call recordings and voicemail Archiving mailbox recordings manually At any time, you can manually archive all mailbox recordings selected for automatic archiving, or a single user’s or queue’s mailbox recordings. (You can archive a single user’s recordings even if the user is not already included in the selected mailbox list used for automatic archiving.
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22-40 Chapter 22: Monitoring and Maintenance Archiving call recordings and voicemail 2 Modify any of the following settings: • Archive voicemail older than ___ days. Enter in days which mailbox recordings you want to archive now. • • Archive folders. Select which of a user’s folders to archive from the drop-down list: • Inbox only. Only mailbox recordings in the user’s Inbox are archived. • All folders except Deleted.
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Archiving call recordings and voicemail 22-41 Chapter 22: Monitoring and Maintenance 3 In the Archived Recording Browser, choose Tools > Manage Archive Users. The Manage Archive User dialog opens: 4 Password-protect the default Archive Admin user. To do so, select the Archive Admin user, and then click Edit. In the Edit Archive User dialog, enter a Password and then click OK twice to save the new password.
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22-42 Chapter 22: Monitoring and Maintenance Archiving call recordings and voicemail 6 Enter the User Name and Password for the archive browser user. These do not have to be the user’s Wave user name and password (see “Searching and acting on archived recordings” on page 22-32 for more about archive browser users.) 7 Optionally, check This user has Archive Admin privileges if you want the user to be able to add, edit, or delete archive users, or create other Archive Admin users.
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22-43 Chapter 22: Monitoring and Maintenance Monitoring database and disk usage Monitoring database and disk usage The Wave database stores your system configuration settings (information about trunks, users, auto attendants, and so forth), the Call Log, and an index to voice prompts, greetings, voice titles, and voice message files. The actual voice files themselves are stored separately on disk.
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22-44 Chapter 22: Monitoring and Maintenance Monitoring database and disk usage Viewing storage statistics To view how much of the available space your system is currently consuming, do the following: 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section of the Management Console. 3 Choose Tools > System Settings. The System Settings dialog opens. 4 Choose the Storage tab.
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22-45 Chapter 22: Monitoring and Maintenance Changing special Wave directories • Messages. Percentage of disk space currently used for all users’ voicemail messages as well as any call recordings users have made, out of the total amount of space allocated. • Greetings. Percentage of disk space currently used for all users’ greetings and voice titles, out of the total amount of space allocated. • Call Log. Amount of space currently used in the Wave database for Call Log records.
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22-46 Chapter 22: Monitoring and Maintenance Identifying security risks 4 Choose The Storage \ Special Directories tab. 5 Click Move next to a component to specify a new location for that component. 6 When you are done changing special directory locations, click OK. Identifying security risks You can analyze your system for potential security risks by choosing Tools > Analyze Security. For more information on system security, see A, “Protecting Your Phone System Against Toll Fraud.
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22-47 Chapter 22: Monitoring and Maintenance Capturing network troubleshooting logs • Internet Control Message Protocol (ICMP) • Transmission Control Protocol (TCP) (H.225, H.245) • Microsoft Distributed Component Object Module (DCOM) • Dynamic Host Configuration Protocol (DHCP) • Bootstrap Protocol (BootP) • Domain Naming System (DNS) When network capture is enabled, a separate series of log files is written for each network interface card (NIC) in the Wave Server PC.
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22-48 Chapter 22: Monitoring and Maintenance Capturing network troubleshooting logs 4 Click the Server \ Network Capture tab. 5 When the Capture server network traffic checkbox is selected, you can modify any of the following settings: • Include VOIP audio packets. Select this checkbox to have the logs capture the audio portion of Voice-over-IP calls (RTP protocol.) This option is turned off by default because it can cause network capture files to fill up quickly.
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22-49 Chapter 22: Monitoring and Maintenance Reporting problems to your Wave provider Reporting problems to your Wave provider Use the Problem Report Wizard to report any problems you experience with ViewPoint system to your provider for technical support. Note: The Problem Report Wizard is used for ViewPoint-related problems only. To collect logs for troubleshooting the Wave Server, see “Downloading Wave files” on page 23-22.
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22-50 Chapter 22: Monitoring and Maintenance Reporting problems to your Wave provider 4 Choose the Problem Report Wizard tab. 5 Fill in Default information for the person reporting the problem. 6 Select one or both of the following checkboxes to specify a default action or actions when a problem report package is created: • Store package on network by default. Specify the default Network location where the package will be saved. Click the ... button to browse to a network location.
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22-51 Chapter 22: Monitoring and Maintenance Reporting problems to your Wave provider • ViewPoint does not start. • ViewPoint closes unexpectedly. • Data or commands executed in ViewPoint don’t look or behave properly. Note: For information on how to report a problem with a specific call or voice message, see page 22-51.
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22-52 Chapter 22: Monitoring and Maintenance Reporting problems to your Wave provider Examples of these types of problems include: • Problems with specific calls in ViewPoint. • Problems with specific voice messages in a ViewPoint Voice Messages folder. • Call-handling problems that involve ViewPoint or the Wave Server, for example, calls cannot be conferenced. • User cannot make outbound calls from ViewPoint.
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22-53 Chapter 22: Monitoring and Maintenance Reporting problems to your Wave provider To flag a problem call 1 In the ViewPoint Call Monitor, select the problem call. 2 Click the Flag a Problem button on the ViewPoint toolbar. (The Flag a Problem button is located to the left of the Help button at the top of the screen.) Click 3 If prompted in the Problem Notes dialog, enter notes about the problem, and then click OK. (By default, you will not be prompted to enter notes.
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22-54 Chapter 22: Monitoring and Maintenance Reporting problems to your Wave provider E-mailing the problem report package Optionally, you check Send Problem Report Package via e-mail in the final window to e-mail the problem report package to a destination of your choice. Because a problem report package can be large, after you send you should delete it from your system to regain disk space.
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22-55 Chapter 22: Monitoring and Maintenance Reporting problems to your Wave provider Parameter Description /rangeenddate: End date of log range /rangeendtime: End time of log range /summary: Text summary of the problem /reproducible: Whether the problem is reproducible. Enter Yes, No, or Unknown.
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Release 2.
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Chapter 23 23. Continuing System Administration CHAPTER CONTENTS Restoring your system configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-1 Upgrading or downgrading the Wave Server . . . . . . . . . . . . . . . . . . . . . . . . . . 23-5 Viewing the Fault Monitor Error Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-19 Downloading Wave files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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23-2 Chapter 23: Continuing System Administration Restoring your system configuration To restore Wave 1 Manually restore the following items: • Network adapters and settings (including host name/machine name, setting the TCP/IP domain, and IP Address/Subnet Mask/Gateway per adapter. Adapters include: Integrated Services Card) • Wave account user names and passwords in the Password Administration applet. • The system date, time, and time zone in the Date and Time applet.
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Restoring your system configuration Click 23-3 Chapter 23: Continuing System Administration 4 Click the System Backup/Restore icon, located in the General Administration section of the Management Console. 5 Select Restore. 6 Check Include Voice Mail Messages and Music on Hold Files to restore the voicemail messages and Music on Hold WAV files from the backup file. 7 Check Include Call Navigator Prompts to restore Call Navigator prompt files from the backup file. 8 Click Apply.
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23-4 Chapter 23: Continuing System Administration Restoring your system configuration Restoring network settings after using the Vertical Wave System Recovery Disk In the event that you need to use the Vertical Wave System Recovery Disk that came with your system, you will need to restore your customized settings using the System Backup/Restore applet with a previously created backup file. In some cases, you may need to manually reconfigure your network settings and adapter information.
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23-5 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server 2 Reconfigure your system name and IP addresses for each of your network adapters with the information in the log. Upgrading or downgrading the Wave Server You use the Software Upgrade applet to: • Upgrade the Wave Server with a new release of Wave ISM, Service Pack, or HotFix. See “Upgrading the Wave Server” on page 23-6. • Downgrade the Wave Server to rollback to a previous version of Wave ISM. See page 23-22.
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Upgrading or downgrading the Wave Server 23-6 Chapter 23: Continuing System Administration Upgrading the Wave Server Wave software upgrades are distributed in a cabinet (CAB) file, a compressed archive that includes all of the files required for the upgrade. Obtaining a CAB file You can obtain an upgrade CAB file in either of the following ways: • Via an Upgrade CD that you obtain from your Wave provider. • By downloading the upgrade CAB file from the Vertical Web site.
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23-7 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server There are three ways to upload the CAB file: • Upload from a file. When you choose this method, the CAB file you specify is first transferred from the source location to the PC you are using to run the Global Administrator Management Console, and then to the Wave Server. The file to upload can be a local file or a file from another network. This is the slowest upgrade method. • Network share.
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Upgrading or downgrading the Wave Server • 23-8 Chapter 23: Continuing System Administration If you are planning to upgrade over a modem connection, be sure to check the size of the upgrade CAB file. Uploads will take the longest over a modem. For example, if the upgrade CAB file is 20 MB, expect a two-hour upload over a modem. For this reason, only small HotFixes should be uploaded using a modem. For instructions on how to upload a CAB file, see “Uploading and upgrading steps” on page 23-9.
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23-9 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server The following diagram shows the options for viewing SNMP status: Option 2 Separate PC dialed into a separate Remote Access Server and connected to the Wave Server over the LAN Option 1 Separate PC connected to the Wave Server directly over the LAN Wave Server LAN LAN modem PC with Remote Access PC running SNMP Alarms applet modem PC running browser with SNMP Alarms applet For instructions on how to perform
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23-10 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server Upgrading from a removable drive This option transfers the CAB file or files on the USB device directly to the Wave Server. After uploading, you can perform the upgrade immediately, or at a later time. For more about upload and upgrade options, see “Upgrading the Wave Server” on page 23-6.
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Upgrading or downgrading the Wave Server 23-11 Chapter 23: Continuing System Administration 7 In the File Transfer Options section, click Removable Drive. This option is only available if a removable device is inserted in the USB port on the Wave Server. 8 Do one of the following: • Click Add>> to add the CAB files on the USB device to the Upgrade List. To run the upgrade later, see “Upgrading the Wave Server at a later time” on page 23-15.
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23-12 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server Upgrading from a network share This option transfers the CAB file or files that you specify directly from the network location to the Wave Server. After uploading, you can perform the upgrade immediately, or at a later time. For more about upload and upgrade options, see “Upgrading the Wave Server” on page 23-6. To upgrade from a network share 1 Log on to the Global Administrator Management Console.
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23-13 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server 6 The Network Share option does not work with mapped drives because of network mapping and credential restrictions. You must do one of the following to specify the CAB file: • Enter the path to the upgrade CAB file in the File Name field. • Click Browse to identify it. If you use the Browse button you must do the following: a Enter the network drive name (for example, \\netdriv1). b Press Enter.
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23-14 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server Upgrading from a file This option transfers the CAB file or files you specify from the source location to the PC you are using to run the Global Administrator Management Console, and then to the Wave Server. After uploading, you can perform the upgrade immediately, or at a later time. For more about upload and upgrade options, see “Upgrading the Wave Server” on page 23-6.
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23-15 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server 6 Enter the path to the upgrade CAB file in the File Name field, or click Browse to identify it. 7 Do one of the following: • Click Add>> to add the CAB file to the Upgrade List. To run the upgrade later, see “Upgrading the Wave Server at a later time” on page 23-15. • Click Add and Start Upgrade to add the CAB files on the USB device to the Upgrade List and start the upgrade immediately.
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Upgrading or downgrading the Wave Server 23-16 Chapter 23: Continuing System Administration 5 After your Wave Server is back online, click Done in the Software Upgrade dialog to close the Software Upgrade applet. Viewing upgrade history The History pane of the Software Upgrade applet displays a history of all upgrades that have been performed. It shows the date and time of current versions as well as when upgrades were started and when they completed successfully.
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23-17 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server Deleting system backups created during an upgrade Backup files are created automatically whenever you perform an upgrade. You can delete all of the backup files associated with a specific upgrade to regain disk space. To delete upgrade backup files 1 If necessary, click the Administration tab of the Management Console. 2 Click the Software Upgrade icon, located in the General Administration section.
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23-18 Chapter 23: Continuing System Administration Upgrading or downgrading the Wave Server To downgrade the Wave ISM software 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Software Upgrade icon, located in the General Administration section. Note: To downgrade the Wave ISM software, you must log on with an Wave user account that has permission to access the Software Upgrade applet. The Software Upgrade applet starts. 3 Click Downgrade.
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23-19 Chapter 23: Continuing System Administration Displaying software versions Displaying software versions You will typically access the Software Versions applet when you are troubleshooting an issue, to poll for a list of installed software, or to determine the need to download patches or software upgrades. The Software Versions applet lists the contents of the iomanifest.txt file, which details the product version number, as well as the software (the latest CAB file) installed in Wave.
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23-20 Chapter 23: Continuing System Administration Viewing the Fault Monitor Error Logs If a bluescreen event occurs, the operating system bluescreen data generated by the bluescreen event is saved to the Fault Monitor bluescreen buffer. This data can be useful when troubleshooting the bluescreen event. This buffer is 4 K bytes, and will either be empty or contain the most recent bluescreen event. On each reboot, the entire contents of this buffer is saved to the file fmblu.*.
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23-21 Chapter 23: Continuing System Administration Viewing the Fault Monitor Error Logs 4 Click View Fault Monitor Error Logs. 5 Click one of the following buttons: • View Main Log (Recent). Displays the contents of the last 4K of the Main Log (default view) • View Main Log (All). Displays the entire contents of the 32K Main Log • Add Test Trace. Adds a test trace with an appropriate time stamp and the text Management Console ==> Test trace to the end of the Main Log.
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23-22 Chapter 23: Continuing System Administration Downloading Wave files Downloading Wave files The Download applet is a diagnostic tool that allows you to download files from the Wave Server to your workstation for inspection. Files are downloaded by sending them through FTP to the web browser on your workstation. The browser will prompt you to choose a location to save the files. You can download files from one of the following categories: Release 2.0 • CMS Reports.
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23-23 Chapter 23: Continuing System Administration Downloading Wave files To download Wave files 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Download icon, located in the General Administration section. 3 Select a category from the top list. 4 Select a file or group of files from the file list. 5 Select the Compress file(s) into ZIP file check box to compress files using ZIP.
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Setting the minimum free hard drive space notification limit 23-24 Chapter 23: Continuing System Administration Setting the minimum free hard drive space notification limit This option allows you to set a notification to warn you when there is between 50-400 megabytes of primary hard drive space left on your Wave Server. Note: You must be monitoring your Wave Server with SNMP to benefit from this feature.
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23-25 Chapter 23: Continuing System Administration Configuring and using SNMP Configuring and using SNMP Simple Network Management Protocol (SNMP) can be used to monitor and diagnose a Wave Server, notifying you about any alarms and traps. Using the SNMP Configuration applet, you can configure traps to notify specified clients about any unsolicited events and you can set up several levels of security. Using the SNMP Alarms applet, you can monitor current and review previous alarms.
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23-26 Chapter 23: Continuing System Administration Configuring and using SNMP SNMP terminology SNMP terminology used in the configuration applet is explained in the following table. Term Meaning Community Name Both the SNMP management system and SNMP agent must be members of a group so that SNMP messages can be passed between them. The logical name assigned to such a group can be any combination of alphanumeric characters, and is referred to as a community name.
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Configuring and using SNMP 23-27 Chapter 23: Continuing System Administration Configuring SNMP agents You will typically access the SNMP Configuration applet to configure community names, trap destinations, and specific management (host) destinations. Once SNMP agents are configured: • Users can view SNMP traps from the Wave Server through the SNMP Alarms applet. • Specified clients will be notified when SNMP traps occur.
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Configuring and using SNMP 23-28 Chapter 23: Continuing System Administration 5 Select the Traps tab. 6 Click New to add a trap community name. 7 Type InstantOffice-public, and click OK. You must have a valid trap community name in order to see SNMP alarms. Public is the default community string, but it can be changed. 8 Repeat steps 6 and 7 to add more trap community names. Release 2.
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23-29 Chapter 23: Continuing System Administration Configuring and using SNMP To add a trap destination 1 Choose a trap community name from the list. 2 Click New under Trap Destination. The Trap Destination dialog opens. 3 Type the DNS host name of the Wave Server, and IP address of the trap destination, then click OK.
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Configuring and using SNMP 23-30 Chapter 23: Continuing System Administration 3 Click the Filter Settings button on the Traps tab. 4 You can enable or disable traps by severity or by group using the Severity and Group drop-down lists and clicking Enable or Disable. You can select All, Critical, Major, or Notification traps in the Severity drop-down list. You can select All, System, Trunk, Upgrade, Hardware, OS, Data, and MSM from the Group drop-down list.
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23-31 Chapter 23: Continuing System Administration Configuring and using SNMP Configuring SNMP security To configure SNMP security 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the SNMP Configuration icon, located in the General Administration section. 3 Click the Security tab. Release 2.
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23-32 Chapter 23: Continuing System Administration Configuring and using SNMP 4 Click New to add an SNMP community name. 5 Type a valid SNMP community name. If no community name is specified, SNMP requests containing any community name are accepted. A certain level of security can be effected by setting the agent to allow another private community string. Up to seven such community names can be specified on the agent.
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23-33 Chapter 23: Continuing System Administration Configuring and using SNMP 10 Click Apply to save your changes. 11 Click Done to return to the Management Console. Configuring a contact If you want to specify a person or organization to contact in the case of an SNMP alarm that requires immediate attention, you can enter that information in the Agent Panel tab in the SNMP Configuration applet. To configure a contact 1 If necessary, click the Administration tab of the Management Console.
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Configuring and using SNMP 23-34 Chapter 23: Continuing System Administration 4 Type the name of the person or organization to contact in the Contact field. 5 Type the location, or a phone number, of the person or organization to contact in the Location field. 6 Click Done to save your changes and return to the Management Console. Using SNMP alarms You will access the SNMP Alarms applet frequently as you monitor the Wave Server.
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23-35 Chapter 23: Continuing System Administration Configuring and using SNMP To use the SNMP Alarms applet 1 If necessary, click the Administration tab of the Management Console. Click Release 2.0 2 Click the SNMP Alarms icon, located in the General Administration section.
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Configuring and using SNMP 23-36 Chapter 23: Continuing System Administration The most recent alarms are displayed in the upper list box. To monitor alarms in real time, leave the applet open. Alarms are reported continuously, since a permanent connection with the Wave Server is maintained. The SNMP Alarms applet displays the most recent alarm at the top of the list. 3 Select an alarm to view details in the lower text area.
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23-37 Chapter 23: Continuing System Administration Configuring and using SNMP 6 Click Next 100 or Previous 100 to traverse through the alarms. 7 Double-click an alarm to display the details for that alarm. 8 Click Delete All to remove all the alarms from the Previous Alarms log. This also deletes the history file from the file system. 9 Click Current Alarms to return to the applet that lists only the current SNMP alarms. 10 Click Apply to save your changes.
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Using Disk Management and configuring RAID 1 23-38 Chapter 23: Continuing System Administration Using Disk Management and configuring RAID 1 You will typically access the Disk Management application using the RAID 1 Configuration icon to determine the status of your Wave Server hard drives, mirror a new hard drive, or use a mirrored hard drive to recover Wave after a failure. You can also mirror a hard drive as a method of backing up your Wave configuration.
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Using Disk Management and configuring RAID 1 23-39 Chapter 23: Continuing System Administration 8 Click Yes. The drive letter will be removed, the partition will be cleared, and a new color will indicate free space (the default is striped). 9 Repeat steps 6 to 8 for each partition. A hard drive should be free and clear of partitions before it is used for mirroring. Cloning a hard drive using RAID Cloning a hard drive, using RAID, is an effective way to create a duplicate of Wave.
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Using Disk Management and configuring RAID 1 23-40 Chapter 23: Continuing System Administration Identifying RAID disk health To determine the condition of a mirror set, periodically check the status bar in the Disk Management application. Disk Management displays information about the mirror in the Status column in the Volume List. The following table describes each status type that could be displayed in the Disk Management Status column.
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Using Disk Management and configuring RAID 1 23-41 Chapter 23: Continuing System Administration Mirrored and HEALTHY disks appear like this in the Disk Management applet: Recovering with RAID-1 Configuration If the disk in the Wave Server’s slot A is damaged, use the disk in slot B to restart the Wave Server. Hint: The Windows Event Viewer may help you determine hardware status and what happened to cause the damage. To recover Wave from a mirrored disk 1 Shut down the Wave Server.
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23-42 Chapter 23: Continuing System Administration Managing Wave system resources 4 Restart the Wave Server. 5 If necessary, click the Administration tab of the Management Console. Click 6 Click the RAID 1 Configuration icon, located in the General Administration section. 7 Select Action > All Tasks > Remove Mirror. 8 Select Disk 1, then click Remove Mirror. Note: No fault tolerance is available until a new mirror is established. 9 Re-establish fault tolerance (RAID-1).
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Managing Wave system resources 23-43 Chapter 23: Continuing System Administration Starting in Wave ISM 2.0, you may see a System Alert Messages dialog similar to the following when you log on to Wave, indicating that system resource allocation has been updated automatically: For more about specific automatic system resource reallocation scenarios, see: • “Configuring Music On Hold” on page 16-16. • “Allocating DSP resources for call recordings” on page 19-6.
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Managing Wave system resources 23-44 Chapter 23: Continuing System Administration Determining how many system resources are required There are two ways to determine how many and what type of system resources you need to allocate to meet your system’s requirements: • Use the Resource Management Advisor. The Resource Manager Advisor asks you a series of questions, for example how many analog, digital and SIP phones will be connected, how many simultaneous calls need to be supported, and so forth.
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Managing Wave system resources 23-45 Chapter 23: Continuing System Administration When you start the Resource Management applet, the following message is displayed to remind you to schedule your updates carefully to avoid disrupting your phone service: Click OK to continue. 3 If you want to automatically calculate the resources you require, click Resource Management Advisor. If you already know how many resources you want to allocate, go to step 8.: Release 2.
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Managing Wave system resources 23-46 Chapter 23: Continuing System Administration 4 The Resource Management Advisor starts. 5 Answer all of the questions. and then click OK. Note: You must answer every question. Based on the cards, modules, and Wave licenses installed on your Wave Server as well as other system resource limits, you may see one or more error messages like the following. If you do, go back and enter a lower value for that question and click OK again to recalculate: Release 2.
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Managing Wave system resources 23-47 Chapter 23: Continuing System Administration 6 When required resources have been successfully calculated, the results are displayed: Make a note of the information in the Results dialog before clicking OK, which will close the window. Or, leave the window open and press Alt-Tab as needed to bring the Results dialog forward again as you allocate the resources. Release 2.
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7 Click OK in the Resource Management Advisor to return to the Resource Management applet. 8 Click an item in the left pane to adjust the number of resources allocated to it in the right pane. The Available Resources section at the bottom of the dialog shows the number of ports and MCPS (DSP cycles) available. Some resources consume more MCPS than others, so watch both numbers as you change resource allocations.
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23-49 Chapter 23: Continuing System Administration Managing Wave system resources System resource types The following table describes the various resources listed in the Resource Management applet. See the appropriate sections in this book or other documentation referenced, for information about allocating resources for the following applications. Resource Description CONFERENCE RESOURCES Meet Me Conferencing This feature is not supported in this version. Ad Hoc Conferencing Ad Hoc Participants.
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23-50 Chapter 23: Continuing System Administration Managing Wave system resources Resource Description Monitoring and Recording Call Record. Used for call recording for 2-party calls. See “Allocating DSP Call Navigator Used for sessions of the separate Call Navigator application. The IVR resources cover only IVR used by that application, for example automatic call answering. See the Wave Call Navigator Administrator Guide for more information.
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23-51 Chapter 23: Continuing System Administration Managing Wave system resources Resource Description Voice Over IP Group See “Allocating IP telephony resources” on page 6-1. Low Bit Rate (G.729A/G.711) with QOS. Standard Bit Rate (G.711) with QOS. Note that Low Bit Rate codecs use more resources. You must have MRM resources available to use QOS codecs.
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Accessing Diagnostic Tools 23-52 Chapter 23: Continuing System Administration The Resource Management applet is arranged so that you can identify at a glance how many resources each application is using (indicated by a number next to each sub-group label) and how many resources are unused (indicated in the Available Resources group box at the bottom of the applet). Note: Some resources are restricted by licenses.
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23-53 Chapter 23: Continuing System Administration Accessing Diagnostic Tools Using the Uptime utility Microsoft’s Uptime is the Windows Server 2003 utility that allows you to estimate server availability. Uptime processes the machine's event log to determine system availability and current uptime. The target system can either be the local system or a remote system. Note: Many factors affect Uptime’s calculations, and the results displayed by this utility should be considered estimates.
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23-54 Chapter 23: Continuing System Administration Accessing Diagnostic Tools If the system heartbeat is disabled, or if you are not running Service Pack 4 or greater, Uptime may report that the event logs do not contain sufficient information to calculate system availability. This is because Uptime detects an abnormal shutdown (for instance a bluescreen or power failure) but cannot determine how long the system was down during this abnormal outage.
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23-55 Chapter 23: Continuing System Administration Accessing Diagnostic Tools To run the Uptime utility 1 If necessary, click the Diagnostics tab of the Management Console. Click 2 Click the Uptime icon. 3 Click Run. To change the Uptime utility settings Based on the command syntax described below, enter the new command and arguments in the Custom Arguments text box and then click Run: Uptime [server] [/s] [/a] [/d:mm/dd/yyyy | /p:n] [/heartbeat] [/? | /help] Release 2.
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Release 2.
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Chapter 24 24. Entering and Activating Wave Licenses CHAPTER CONTENTS About Wave licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-1 Viewing the status of licenses on your system. . . . . . . . . . . . . . . . . . . . . . . . . 24-5 Entering Wave licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-8 Activating Wave licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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24-2 Chapter 24: Entering and Activating Wave Licenses About Wave licenses Full vs. trial licenses Wave licenses are available as full or trial licenses. • A full license can be used for a period of time before it must be activated. If the grace period elapses and you do not activate the license, you will no longer be able to configure the type of system resource controlled by the license or use the add-on, as described in the table on page 24-4.
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24-3 Chapter 24: Entering and Activating Wave Licenses About Wave licenses Wave license requirements Wave ISM supports scalability and edition-based licensing. • • Release 2.0 Scalability licenses increase the maximum number of Wave users that can be added on a single system: • Wave Professional Edition license. Supports a maximum of 200 users/phones. You must add a Wave Professional Edition license to support this configuration. • Wave Enterprise Edition license.
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About Wave licenses 24-4 Chapter 24: Entering and Activating Wave Licenses Wave ISM supports additional license types that enable specific functionality. If you do not have the correct number of Wave licenses entered, your ability to configure or use your Wave system will be affected in the following ways: You need this license type: Wave ISM User To add or modify a user via the User/Workgroup Configuration applet. This license also supports usage of the ViewPoint Softphone as a user’s secondary phone.
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Viewing the status of licenses on your system 24-5 Chapter 24: Entering and Activating Wave Licenses You need this license type: WaveNet (Standard, Professional, or Enterprise Edition) On a per-Wave Server basis, so that a Wave Server can be a member of a WaveNet network.
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Viewing the status of licenses on your system 24-6 Chapter 24: Entering and Activating Wave Licenses To view the status of licenses on your system at any time 1 On the Administration tab of the Global Administrator Management Console, select Software Licenses. 2 The Software Licenses applet starts and displays the status of all of the licenses on your system: 3 To view license activity by date, click View Activity.
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Viewing the status of licenses on your system 24-7 Chapter 24: Entering and Activating Wave Licenses 6 The Activity log opens showing the following information: 7 Click OK to close the Activity Log. Release 2.
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Entering Wave licenses 24-8 Chapter 24: Entering and Activating Wave Licenses Entering Wave licenses You can add Wave licenses to the Wave Server in either of the following ways: • Import a license file, as described in the next section. • Enter the license key for each license, as described on page 24-10. Entering Wave licenses by importing a license file 1 On the Administration tab of the Global Administrator Management Console, select Software Licenses.
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Entering Wave licenses 24-9 Chapter 24: Entering and Activating Wave Licenses 3 In the Import Licenses File dialog, click Browse to go to the license text file that you want to import. 4 In the Choose File dialog, select the license file and then click Open to return to the Import Licenses File dialog. 5 Click Upload Import File. A list of all of the licenses in the file is displayed. Scroll to the bottom of the list and click Done.
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Entering Wave licenses 24-10 Chapter 24: Entering and Activating Wave Licenses Entering Wave license keys for each license 1 On the Administration tab of the Global Administrator Management Console, select Software Licenses. The Software Licenses applet starts and displays any licenses that have already been entered: 2 Click Add. The Software License dialog opens: Release 2.
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24-11 Chapter 24: Entering and Activating Wave Licenses Activating Wave licenses 3 Enter the following information: • Select the Product for which you want to enter licenses from the drop-down list. • Select the Version number for that product. • Enter the full 24-character License Key. 4 Click OK. The license you added is now displayed. 5 To add additional licenses, repeat steps 2-4. When you are done, go to the next section to activate the new licenses.
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24-12 Chapter 24: Entering and Activating Wave Licenses Activating Wave licenses • If the grace period expires before a license is activated, whenever any user accesses their voice messages, the user hears a message stating that there is an expired license on the system and to contact the system administrator. Activating your licenses eliminates these behaviors, and prevents any interruption to your system’s operation if the grace period expires.
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Activating Wave licenses • 24-13 Chapter 24: Entering and Activating Wave Licenses Offline activation. Use this method if the Wave Server does not have Internet access or does not allow the use of the HTTPS protocol. With offline activation, you generate an Offline Activation Request and submit it to the Vertical Activation Web site from another PC. An Activation File is returned to you that you then manually activate on the Wave Server. Offline activation steps start on page 24-15.
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Activating Wave licenses 24-14 Chapter 24: Entering and Activating Wave Licenses 2 Click Activate. To continue, accept the Vertical Communications Privacy Statement and then click OK. 3 The Activate Licenses dialog opens. Select This system can access the Activation Server. Activate Online, and then click Next. 4 In the next screen, enter registration information about your organization. You must enter at least First Name and Last Name to enable the OK button in order to continue.
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Activating Wave licenses 24-15 Chapter 24: Entering and Activating Wave Licenses Activating your licenses using offline activation Offline license activation occurs in 2 stages: • You generate an Activation Request file and submit it to the Vertical Activation Web site. • You receive an Activation file in response, and activate it. 1 In the Software Licenses applet, click one license to activate it or Ctrl-click to select multiple licenses.
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24-16 Chapter 24: Entering and Activating Wave Licenses Activating Wave licenses 4 In the next screen, enter registration information about your organization. You must enter at least First Name and Last Name to enable the OK button in order to continue 5 A file save dialog opens. Choose to save the file, then in the Save As dialog name the file and specify the save location. Make a note of the file’s name (the default file name is ActivationRequestFileName.lic) and location,. Go to step 6.
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24-17 Chapter 24: Entering and Activating Wave Licenses Activating Wave licenses 7 Click Yes if you are asked whether to trust the site. You are taken to the Vertical Wave System License Activation Web page. 8 Enter the following information: • Path to System License File. Type the path and file name of the LIC file that you saved earlier, or click Browse to specify it. • Site Name / Description.
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24-18 Chapter 24: Entering and Activating Wave Licenses Activating Wave licenses 11 A file save dialog opens. Choose to save the file, then in the Save As dialog, name the file and specify the save location. Make a note of the file’s name and location. 12 Click Process Another -> to activate another Activation Request File, or return to the Software Licenses applet if you are done. 13 Click Import. When the Import dialog opens, click Import License Activation file and then click Next.
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Setting up a proxy server for license activation 24-19 Chapter 24: Entering and Activating Wave Licenses Configuring the Wave Server to save rather than open License files Perform the steps in this section if you are directed to do so in step 5 in “Activating your licenses using offline activation” on page 24-15. 1 In Windows Explorer (not Internet Explorer), choose Tools > Folder Options to open the Folder Options dialog.
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Setting up a proxy server for license activation 24-20 Chapter 24: Entering and Activating Wave Licenses 1 In the Software Licenses applet, click Setup Activation Proxy. 2 In the Activation Proxy Settings dialog, enter the following information: • Server Name: Name of the PC on your network to be used as the license activation proxy server. Server Name can consist of a maximum or 20 alphabetic and numeric characters including dashes, periods, underlines, and parenthesis, but i cannot contain blanks.
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Chapter 25 25. Connecting Wave Servers via WaveNet CHAPTER CONTENTS About WaveNet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-1 Planning for WaveNet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-5 Installing WaveNet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-11 Configuring WaveNet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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25-2 Chapter 25: Connecting Wave Servers via WaveNet About WaveNet • A user is a Wave user on one of the Wave Servers in the WaveNet network: • A local user is a Wave user whose “home” is the local Wave Server. • A Gateway user is a Wave user whose “home” is another node in the WaveNet network, from the point of view of the local node. A Gateway user acts as a place holder, and is really an off-premise extension that points to the real user who is “local” on another Wave Server.
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25-3 Chapter 25: Connecting Wave Servers via WaveNet About WaveNet The following user information is transferred from remote nodes to a GateWay user's home node: • Voice Mail. Messages recorded on remote nodes are sent to the GateWay user's home node voice mailbox. About publication and subscription The process of replicating users is called “publishing”. You publish one or more users from the Wave Server where those users live to other nodes.
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25-4 Chapter 25: Connecting Wave Servers via WaveNet About WaveNet All Gateway users published from that same node use the same SCP and routing table on the subscribing node. In addition, the following is set up for each Gateway user on the subscribing node: • An off-premise extension representation. Either as a single off-premise extension, or as part of a range of an extension range.
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25-5 Chapter 25: Connecting Wave Servers via WaveNet Planning for WaveNet Planning for WaveNet Connecting multiple Wave Servers together via WaveNet requires thorough planning in order to have a smoothly running WaveNet network. This includes configuring the TCP/IP connectivity between network nodes, designing a global extension plan for users across all network nodes, configuring trunking and dialing access plans between nodes—all have to work together to make a WaveNet network easy to use.
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25-6 Chapter 25: Connecting Wave Servers via WaveNet Planning for WaveNet Trunking considerations Important: In the current version, only SIP trunking is supported. This section describes the following: • SIP signaling control point (SCP) issues. See page 25-6. SIP signaling control point (SCP) issues When you publish a user to one or more remote nodes, WaveNet automatically creates one SIP SCP on each remote node (as described in “About automatic trunking and routing configuration” on page 25-3).
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25-7 Chapter 25: Connecting Wave Servers via WaveNet Planning for WaveNet Example: Centralized Trunking SCPs If SIP trunking between WaveNet nodes is required to deliver calls to a node with centralized trunking, then define a separate reciprocal pair of SCPs using a different port. Each node should have a new non-WaveNet SCP defined with the endpoint address of the reciprocal node, but use a different port (examples: 5061, 5070, etc.
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25-8 Chapter 25: Connecting Wave Servers via WaveNet Planning for WaveNet • Different lengths. You may need to implement extensions of different lengths if you are using a prefix system, since the prefix will be prepended onto the local extensions before they are published. Users may find it confusing to have to dial extensions of different lengths depending on whether they are dialing a local user or a published Gateway user.
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25-9 Chapter 25: Connecting Wave Servers via WaveNet Planning for WaveNet • • First Digit configured as Extension with correct length. If the first digit of a user’s extension is currently in use and set to Extension in the First Digit Table, the length of the user’s extension is compared to the Extension Length for that First Digit. • If the lengths match, the publication request for this user is accepted, and the corresponding Gateway user is created on the subscribing node.
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25-10 Chapter 25: Connecting Wave Servers via WaveNet Planning for WaveNet As long as there are no duplicate extension numbers, non-WaveNet off-premise extensions are supported on the same Wave Server as the ones that WaveNet creates automatically for Gateway users published from other nodes.
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25-11 Chapter 25: Connecting Wave Servers via WaveNet Installing WaveNet Virus-scanning issues It is important to achieve a balance between ensuring a secure and virus-free environment while also not interfering with the reliability and performance on each Wave Server. One contributing cause of application and service outages or system performance issues may be not configuring adequate exclusions if you use virus-scanning software.
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25-12 Chapter 25: Connecting Wave Servers via WaveNet Installing WaveNet 2 Obtain the following logon accounts: • A logon account with Enterprise rights on your Wave Server. • Logon accounts for other nodes: • If you are adding your Wave Server to an existing WaveNet network. Obtain an • If you are building a new WaveNet network. Obtain an Enterprise logon account Enterprise logon account from any other node in the network. from each other Wave Server that you will add as a node.
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25-13 Chapter 25: Connecting Wave Servers via WaveNet Installing WaveNet • Any remote node First Digits set to External that utilize an SCP that points to a Wave Server that is also a WaveNet node must be manually deleted before publishing any users to the Server. Once the WaveNet SCP has been automatically created, the First Digit can be re-added sharing the WaveNet SCP to restore external dialing. See “First Digit Table issues” on page 25-8 for more information.
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25-14 Chapter 25: Connecting Wave Servers via WaveNet Configuring WaveNet Configuring WaveNet To configure WaveNet, you use the WaveNet Management applet, available on the Applications tab of the Global Administrator Management Console. This section describes how to do the following: • Adding a Wave Server to the WaveNet network. See page 25-14. • Testing connections between WaveNet nodes. See page 25-17. • Publishing local users on remote nodes. See page 25-20. • Viewing subscribed users.
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Configuring WaveNet 25-15 Chapter 25: Connecting Wave Servers via WaveNet The WaveNet Management applet opens: The Wave Servers that have already been added to the WaveNet network are listed in the left pane. The Wave Server at which you are running the WaveNet Management applet is identified as “(Local Server)”. Release 2.
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25-16 Chapter 25: Connecting Wave Servers via WaveNet Configuring WaveNet 3 To add a Wave Server to the WaveNet network, click Add. The Add Server dialog opens: 4 Enter the following information: • Communications Method. Select TCP. • Server. Enter the Wave Server’s name or IP address. • Username and Password.
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Configuring WaveNet 25-17 Chapter 25: Connecting Wave Servers via WaveNet Note: The actual text of these error message may change by the time that WaveNet is officially released. Error Message Cause/Action Unable to add requested server: The Wave Server cannot be added to the WaveNet network, Invalid user name or password because the user name and/or password entered in the Add Server dialog are invalid, or that account does not have Enterprise-level rights.
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Configuring WaveNet 25-18 Chapter 25: Connecting Wave Servers via WaveNet 3 Click Connection Test. The nodes connected to the selected Wave Server are listed in the right pane. 4 Select the checkboxes for each connection that you want to test. Click Select All to test all of the connections displayed. Release 2.
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25-19 Chapter 25: Connecting Wave Servers via WaveNet Configuring WaveNet 5 Click Test Connection. The right pane is updated with the results of the test: Response time indicates in milliseconds the time that it took for a test message to be sent round-trip between the testing and responding node: • Green. Connection is functioning normally. • Yellow. Connection is slow. • Red. Connection timed out.
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25-20 Chapter 25: Connecting Wave Servers via WaveNet Configuring WaveNet 6 Resolve any issues or timeouts identified. For example: • Check that non-WaveNet network communications to the affected Wave Servers are functioning normally. • Verify that the problem Wave Servers are up and running. • Verify that WaveNet is running correctly (not stopped, no errors, and so forth) on the problem nodes.
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25-21 Chapter 25: Connecting Wave Servers via WaveNet Configuring WaveNet To publish local users as Gateway Users on remote nodes 1 In the left pane of the WaveNet Management applet, select the Wave Server from which you want to publish users. 2 Select Published Extensions. Any users that have already been published from this Wave Server are listed in the right pane. For those users, the following information is displayed: • Extension Group Name.
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25-22 Chapter 25: Connecting Wave Servers via WaveNet Configuring WaveNet 3 Click New. The Published Extensions Group dialog opens: 4 Enter the following information: • Extension Group Name. Name of the group of extensions to publish. • Extensions to Publish. List of extensions to publish. • Publish to Servers. Wave Servers where the selected users will be published. 5 Click OK.
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25-23 Chapter 25: Connecting Wave Servers via WaveNet Configuring WaveNet Viewing subscribed users To view the users that have been published to a WaveNet node 1 In the left pane of the WaveNet Management applet, select a Wave Server. 2 Select Subscribed Extensions. Any users that have already been published to this Wave Server are listed in the right pane. For those users, the following information is displayed: Release 2.0 • Extension. • First Name, Last Name. • Type.
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Resolving publication errors 25-24 Chapter 25: Connecting Wave Servers via WaveNet Resolving publication errors A First Digit or extension conflict can cause a publication request to be rejected with one of the errors listed below. To display these errors, in the left pane expand Published Extensions for a node, and then click Errors. Error Cause/Action Extension already exists at destination.
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Chapter 26 26. Using the Call Classifier CHAPTER CONTENTS Call Classifier requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-4 Viewing Call Classifier rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-4 Adding a Call Classifier rule to an auto attendant . . . . . . . . . . . . . . . . . . . . . . 26-6 Prompting the caller to enter an identifying number. . . . . . . . . . . . . . . . . . . .
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26-2 Chapter 26: Using the Call Classifier How to use the Call Classifier to customize inbound call handling The following examples provide some ideas on how to use the Call Classifier: Release 2.0 • Set a caller's queue priority based on issue number, customer number, or Caller ID to bump them up in line. • Get detailed profile information on any business or end user from any ODBC database.
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26-3 Chapter 26: Using the Call Classifier How the Call Classifier works The Call Classifier can recognize incoming calls based on any of the following: • DID (the phone number dialed by the caller) • Caller ID name or number • Call Notes • Account code • Custom data • Skill Call recognition can be based on a match on: • Any number or text that you enter in a Call Classifier rule • A record in your company's ODBC database Once a call is recognized, you can perform the following actions: Re
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Call Classifier requirements 26-4 Chapter 26: Using the Call Classifier Call Classifier requirements Once your Wave Server meets the requirements listed below, the Call Classifier functionality for Wave auto attendants will be operational—no additional installation steps are required. Make sure that each Wave Server where you plan to run the Call Classifier meets the following requirements: • Install or upgrade the Wave Server to the required versions.
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26-5 Chapter 26: Using the Call Classifier Viewing Call Classifier rules The following information is displayed for each Call Classifier rule. Use the scroll bar to view all of the columns. • When. Description of the attribute on which to base the rule. • Condition. Summary of the condition. The valid conditions are: • • Matches: • Does not match: • Starts with: • Does not start with: • Exists in query: Then change.
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Adding a Call Classifier rule to an auto attendant 26-6 Chapter 26: Using the Call Classifier Adding a Call Classifier rule to an auto attendant Note: If no valid Call Classifier license is detected on the Wave Server, the fields described in the following steps are disabled. 1 In the Auto Attendants view, create a new auto attendant or double-click an existing auto attendant to edit it. The Auto Attendant dialog opens. 2 Click the Advanced tab. Release 2.
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Adding a Call Classifier rule to an auto attendant 26-7 Chapter 26: Using the Call Classifier 3 In the Process the following rules on auto attendant entry section, click Add to create a new rule (or select an existing rule and click Edit to modify it). The Add Rule dialog opens: 4 Select the Prompt caller for data entry checkbox to prompt callers to enter an identifying number, such as their phone number, account number, or support issue number.
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Adding a Call Classifier rule to an auto attendant b 26-8 Chapter 26: Using the Call Classifier Select one of the following conditions from the drop-down list: • • • • • Matches this text Does not match this text Begins with this text Does not begin with this text Exists in this custom database query Note: Configuring a rule that includes a custom database query requires additional steps. See “Using custom database queries in Call Classifier rules” on page 26-13.
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Adding a Call Classifier rule to an auto attendant 26-9 Chapter 26: Using the Call Classifier Enter the Change to text. The custom data variable will be updated with the text that you enter here. • Skill. Select the Queue skill to attach as a requirement to the call from the drop-down list, or click to create a new skill. (For more about creating and using skill requirements for call routing, see Chapter 3 in the Wave Contact Center Administrator Guide.
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Prompting the caller to enter an identifying number 26-10 Chapter 26: Using the Call Classifier • Transfer to extension (from query). Select this option to transfer the call to the extension returned by your custom database query, and then select the Extension from the drop-down list. • Send to voice mail (from query). Select this option to transfer the call directly to the extension returned by your custom database query, and then select the Extension from the drop-down list.
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Prompting the caller to enter an identifying number 26-11 Chapter 26: Using the Call Classifier To use caller prompting 1 In the Edit Rule dialog, select the Prompt caller for data entry checkbox. 2 Click the Release 2.0 button. The Edit Rule Prompt dialog opens.
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Prompting the caller to enter an identifying number 26-12 Chapter 26: Using the Call Classifier 3 In the Gather information from caller section, use the audio controls to record the prompt that you want callers to hear (for example, “Please enter your account number, followed by the pound sign”), or import an existing audio file. (See “Using the audio controls” on page 2-20 for details.
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Using custom database queries in Call Classifier rules 26-13 Chapter 26: Using the Call Classifier Using custom database queries in Call Classifier rules You can use custom database queries in Call Classifier rules to query your existing databases to identify callers, and then attach information to calls or transfer callers to different extensions based on the results of the database query. For example, you could compare the incoming Caller ID number to all the phone numbers in your contact database.
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Using custom database queries in Call Classifier rules 26-14 Chapter 26: Using the Call Classifier Defining and testing the database query 1 In the Auto Attendants view, create a new auto attendant or double-click an existing auto attendant to edit it. The Auto Attendant dialog opens. 2 Click the Advanced tab. 3 In the Process the following rules on auto attendant entry section, click Add to create a new rule (or select an existing rule and click Edit to modify it). The Add Rule dialog opens.
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Using custom database queries in Call Classifier rules 5 Click 26-15 Chapter 26: Using the Call Classifier to open the Edit Database Query dialog. 6 In the Database connection section, select the database that you want to query from the System data source drop-down list. (You must have previously configured your database connections as system data sources via the Windows ODBC Data Source Administrator before they will be listed here. See your Windows documentation for more information.
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Using custom database queries in Call Classifier rules 26-16 Chapter 26: Using the Call Classifier • Query name. Enter the name of your query, for example “CallerID Query”. The name must match exactly for the query to work. • Input parameter. Enter the name of the input parameter expected by your query, for example “PhoneNumber”. The name must match exactly for the query to work. Go to step 9. • SQL query or stored procedure.
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Using custom database queries in Call Classifier rules 26-17 Chapter 26: Using the Call Classifier Note that when you query an SQL database, you can merge multiple fields. For details, see “Merging multiple SQL data fields into a single result field” on page 26-20. • For a query or stored procedure. Enter the name of your custom stored procedure or query, for example “myStoredProcedure”. The name must match exactly for the query to work. 9 Enter the following fields: • Result fields.
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Using custom database queries in Call Classifier rules 26-18 Chapter 26: Using the Call Classifier 10 In the Test Query section, verify that the query works using the following fields: • Sample value. Enter a sample input parameter. • Test!. Click to test the query. • Test result. Displays the result of the query. If the test query does not succeed, check syntax and spelling.
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Using custom database queries in Call Classifier rules 26-19 Chapter 26: Using the Call Classifier 1 In the Add Rule dialog, select the entry for the query in the If the call matches section, and then click Edit. The Edit Change dialog opens: 2 In the Change field drop-down list, select the field associated with the call that you want to set or change with the results of the database query.
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Using custom database queries in Call Classifier rules 26-20 Chapter 26: Using the Call Classifier Merging multiple SQL data fields into a single result field When querying a SQL database, you can merge two or more data fields into a single result field. For example, if a customer’s address is split across several fields, you can merge them into one result that can then display the full customer address in Call Notes associated with a call.
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Using custom database queries in Call Classifier rules 26-21 Chapter 26: Using the Call Classifier Creating a SQL stored procedure This section describes how to create a stored procedure using Microsoft SQL Server for use in a Call Classifier rule. For detailed information, see the Microsoft SQL Server documentation. • Use a tool such as Microsoft SQL Query Analyzer to open your SQL database and add a new stored procedure.
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Using custom database queries in Call Classifier rules • 26-22 Chapter 26: Using the Call Classifier Define the name of the input parameter that represents the information sent by the Call Classifier, for example the caller’s phone number.
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Viewing Call Classifier information in the Call Monitor 26-23 Chapter 26: Using the Call Classifier Viewing Call Classifier information in the Call Monitor In order for users and agents to view the information attached to calls by the Call Classifier, they must set up the ViewPoint Call Monitor as follows: Release 2.0 • To view Call Notes, make sure the Notes pane is showing by choosing View > Notes Pane. (You can also display Call Notes in the Notes column.
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PART 3 Key Wave Concepts Release 2.
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Release 2.
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Chapter 27 27. Understanding Wave Trunks CHAPTER CONTENTS Trunk and channel terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-1 Analog and digital trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-3 Trunk groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-4 Trunk group hunt types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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27-2 Chapter 27: Understanding Wave Trunks Trunk and channel terminology • Analog trunk. Transport a single channel of traffic and are commonly referred to as Plain Old Telephone Service (POTS) trunks (and sometimes known as analog lines or analog channels). These trunks are similar to the phone lines running into your house. In Wave terminology, we refer to analog trunks as either trunks or channels in the documentation, and as channels in the Management Console user interface. • Digital trunk.
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Analog and digital trunks 27-3 Chapter 27: Understanding Wave Trunks Analog and digital trunks Wave supports both analog and digital trunks. Your central office provisions each of your trunks for specific handshake and signaling options, which they provide in your Service Confirmation Letter (see , Service Confirmation Letters and Provisioning Information Forms). You must enter these values in Wave for the trunks to operate properly with the equipment on the service-provider end of each trunk.
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27-4 Chapter 27: Understanding Wave Trunks Trunk groups In addition, the T-1 card incorporates a T-1/DS0 Multiplexor, also known as the DS0 Digital Access Cross-Connect Switch, that provides the capability—in software and without additional hardware—to individually cross-connect DS0s (a single channel) from one digital interface to another, allowing DS0s to pass through the Wave without terminating on an internal device.
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27-5 Chapter 27: Understanding Wave Trunks Trunk groups Voice and data traffic Digital trunk groups can handle either voice or data traffic, and analog trunk groups can handle voice traffic. • Voice. Analog or digital trunk groups configured for voice traffic direct inbound calls to a specific extension (station, hunt group, modem, or fax machine) and direct outbound calls from an extension to an available trunk of the trunk group. • Data.
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27-6 Chapter 27: Understanding Wave Trunks Trunk groups Default Group Description DID Digital Not configured. A named, placeholder trunk group for you to configure. Modems Configured to direct data traffic traveling on either digital channels or analog trunks to an internal 56 Kbps modem in the Wave Server (hunt group 570). This group routes data traffic for dial-up or dial-in computer client connections. The channel or trunk assigned to the Modem group should be dedicated lines (phone numbers).
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Trunk group hunt types 27-7 Chapter 27: Understanding Wave Trunks Trunk group hunt types When users make outbound calls on Wave, the hunt type of the associated trunk group determines how an available analog trunk or digital channel is located. Trunk groups can hunt in either a linear or a circular fashion and either of those hunt types can be used in forward or reverse order. • Linear.
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27-8 Chapter 27: Understanding Wave Trunks Trunk group hunt types Hunt type examples Assume channels 1 through 5 belong to the same outbound trunk group.
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27-9 Chapter 27: Understanding Wave Trunks Trunk group hunt types Forward-order circular searching • Request for external line: accepted by outbound trunk group • Check digital channel, channel 1: busy • Check digital channel, channel 2: busy • Check digital channel, channel 3: available—call placed • Request for external line: accepted by outbound trunk group • Check digital channel, channel 4: busy • Check digital channel, channel 5: available—call placed • Request for external line: acc
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Chapter 28 28. Understanding Wave IP Telephony CHAPTER CONTENTS What is IP telephony? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28-2 IP call scenarios supported on the Wave system. . . . . . . . . . . . . . . . . . . . . . . 28-3 DSP resources and licensing for IP telephony resources . . . . . . . . . . . . . . . . 28-4 IP call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28-7 IP phones . . . . . . .
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28-2 Chapter 28: Understanding Wave IP Telephony What is IP telephony? What is IP telephony? IP telephony, also known as voice over IP, allows you to make phone calls using segments of your data network rather than the traditional Public Switched Telephone Network (PSTN).
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28-3 Chapter 28: Understanding Wave IP Telephony IP call scenarios supported on the Wave system IP call scenarios supported on the Wave system An IP call is a phone call in which at least one portion of the voice signals are transported across a data network.
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DSP resources and licensing for IP telephony resources 28-4 Chapter 28: Understanding Wave IP Telephony The following diagram shows an IP phone call to a device on the PSTN: DSP Wave ISM packets DSP voice signal voice signal PSTN 555-5555 IP phone 101 The following diagram shows an IP phone call to a phone connected to the Wave Server: DSP Wave ISM packets DSP voice signal 102 IP phone 101 The following diagram shows an IP phone call to another IP phone: DSP Wave ISM DSP packets packet
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DSP resources and licensing for IP telephony resources 28-5 Chapter 28: Understanding Wave IP Telephony The number of DSP resources you have available for IP telephony on your Wave Server depends upon the hardware installed on your system and the IP Gateway licenses that you purchase. How many DSPs do you need? The more DSPs you allocate to IP telephony in the Resource Management configuration, the more concurrent IP calls your system can support.
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DSP resources and licensing for IP telephony resources 28-6 Chapter 28: Understanding Wave IP Telephony DSP resources required in scenarios with IP phones The DSPs required for phone calls involving IP phones may vary depending on how many IP phones are involved in the call. In the first two examples illustrated below, two DSPs are required for each call, but only one DSP is required on the Wave Server itself, since there is a DSP in the IP phone.
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28-7 Chapter 28: Understanding Wave IP Telephony IP call routing Other DSP applications DSP resources are also required by TAPI-based telephony applications, such as voicemail. Since TAPI applications and IP telephony cannot share the same DSP resource, you must distribute the DSP resources between TAPI applications and IP telephony based on your business requirements. See “Managing Wave system resources” on page 23-42 for more information.
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28-8 Chapter 28: Understanding Wave IP Telephony IP phones Default inbound routing To specify how to route incoming IP calls from unknown sources (that is, a call from an IP address that is not included in your Signaling Control Point configurations), configure the call handling rules with the default inbound call routing settings. Refer to “Configuring default inbound IP call routing” on page 6-20 for more information.
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28-9 Chapter 28: Understanding Wave IP Telephony IP phones The following diagram shows an IP phone for a remote worker or satellite office: Wave ISM 101 IP DSP DSP DSL IP phone 103 102 IP phones are configured much the same way as other Wave phones are configured in the User/Group Management applet. Each phone gets a primary extension number and can use a wide variety of PBX features on the Wave Server.
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28-10 Chapter 28: Understanding Wave IP Telephony Bandwidth management Bandwidth management To manage bandwidth across different segments of the network you must create zones that define your network boundaries for IP telephony. Configuring bandwidth management zones allows you to control how much IP call traffic goes across different parts of your data network. It prevents your IP telephony users from making more IP calls than the network connections are capable of supporting.
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28-11 Chapter 28: Understanding Wave IP Telephony IP call quality management The bandwidth management zone parameters you can configure include the maximum amount of bandwidth used for all calls across a zone boundary, and the preferred codecs, desired transmit packet times, and desired silence suppression setting for inter-zone and intra-zone IP calls. Intra-zone calls are calls made between phones within a zone boundary. Inter-zone calls are calls that are made across zone boundaries.
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Release 2.
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Chapter 29 29. Understanding Wave Call Routing CHAPTER CONTENTS About call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29-1 Internal call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29-4 Outbound call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29-4 Inbound call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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29-2 Chapter 29: Understanding Wave Call Routing About call routing A call route is a path through Wave by which a call goes from a source to a destination. There are four types of call routes to consider: • Internal. From an internal source to an internal destination (usually extension to extension) • Outbound. From an internal source to an external destination • Inbound. From an external source to an internal destination • Tandem.
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29-3 Chapter 29: Understanding Wave Call Routing About call routing The following table describes the digit types contained in the first digit table: First Digit Type Description Attendant The Attendant digit serves two purposes: • If the caller dials (or transfers a call to) the Attendant digit from a phone connected to Wave, the PBX connects the caller to a member of the Attendant hunt group.
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29-4 Chapter 29: Understanding Wave Call Routing Internal call routing Internal call routing Internal call routing refers to all calls that originate and terminate within Wave. Internal calls can include calls such as station-to-station, station-to-hunt group, station-to-voicemail, and station-to-Attendant hunt group.
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29-5 Chapter 29: Understanding Wave Call Routing Outbound call routing The following diagram shows a simplified outbound call flow: Outbound Analog Trunks/ Digital Trunk Channels Voicemail/AutoAttendant Outbound Trunk Group Station Hunt Group VoiceMail Hunt Group 101 Call Routing Blocked/Invalid 102 Inbound Analog Trunks/ Digital Trunk Channels Inbound Trunk Group North American Numbering Plan Wave collects digits using the North American Numbering Plan by default when processing calls using automa
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Outbound call routing 29-6 Chapter 29: Understanding Wave Call Routing If Wave sees a number (following the external digit) beginning with a number other than a 1, it is identified as a local (7-digit or 10-digit) number. (If the local area codes for 10-digit dialing are included in the First Digit Table, then there is no need to dial a one to send calls to numbers in those area codes.) If Wave sees a number beginning with a 1, it expects to collect 10 more digits before routing the call.
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29-7 Chapter 29: Understanding Wave Call Routing Outbound call routing The following diagram illustrates the details of the outbound call routing process: Extension/ Hunt Group 101 Extension Not Found Off-Premise Extension Table Check Local Extensions External “Outbound Routing” A u t o m a tic R o u te S e le c tio n Direct to Trunk Group Routed Outbound Routing Table Blocked Blocked Fast Busy/ Send to Intercept Destination Access Codes Outbound Trunk Group Allowed Outbound Trunks In this
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29-8 Chapter 29: Understanding Wave Call Routing Outbound call routing Automatic route selection Use automatic route selection to route calls that connect to the central office. Automatic route selection is ideal when you want different types of outbound calls (local, long distance, toll free, international, etc.) to use different trunks.
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Outbound call routing 29-9 Chapter 29: Understanding Wave Call Routing The above figure shows the path by which a call is sent through Wave using automatic route selection. After determining that the call is an external call (based on the first digit collected), Wave looks up the routing type configured in the First Digit Table. In order to process a call using automatic route selection, the routing type must be Outbound Routing.
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Outbound call routing 29-10 Chapter 29: Understanding Wave Call Routing Area code tables Dialed numbers are compared with the steps in the global area code table to find a match. Dialed numbers are first compared with area codes, then local exchange codes. If there is a match in the table for either code, the call is processed as instructed in the table (blocked or routed to an outbound routing table).
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29-11 Chapter 29: Understanding Wave Call Routing Outbound call routing The following diagram illustrates automatic route selection detail showing a local call: Redirected No Match “Outbound Routing” 555-1212 555-1212 Routed Call Type Look Up Home Area Code (408) 555-1212 555-1212 Local Long Distance Internat’l Operator Long Distance Operator Local Operator Routed (408) No Match 555-1212 Routed Routed Routed Routed 555-1212 Caller’s Area Code Table Outbound Routing Table Release 2.
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29-12 Chapter 29: Understanding Wave Call Routing Outbound call routing Long distance calls When long distance calls are processed using automatic route selection, the process is identical to the local call process, except that Wave skips the step of looking up the home area code. Operator calls Calls to international, long distance, or local operators, can be restricted (or routed) in the call source’s specific access profile.
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29-13 Chapter 29: Understanding Wave Call Routing Outbound call routing Off-premise extensions allow you to route calls to extensions on other PBXs by dialing extension numbers. The above figure shows the path by which a call to an off-premise extension is sent through Wave. After determining that the call is an internal one (based on the first digit collected), Wave looks up the local extension numbers.
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29-14 Chapter 29: Understanding Wave Call Routing Outbound call routing The following diagram shows a simplified outbound call routing scenario highlighting destination access code/direct to trunk group routing: 101 Extension/ Hunt Group Extension Not Found Check Local Extensions External “Outbound Routing” A u t o m a tic R o u te S e le c tio n Direct to Trunk Group Off-Premise Extension Table Routed Outbound Routing Table Blocked Blocked Fast Busy/ Send to Intercept Destination Access Cod
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29-15 Chapter 29: Understanding Wave Call Routing Inbound call routing Inbound call routing The following diagram illustrates the simple inbound call path from the inbound trunks to the extensions and voice applications.
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29-16 Chapter 29: Understanding Wave Call Routing Inbound call routing Trunks receive no digits When you configure inbound routing on trunks that receive no digits (usually analog trunks used for calls to the company main phone number), you will either route all calls on these trunks to a single destination, or route calls to different destinations based on a schedule. To accomplish this, use an inbound routing table with the Scheduled Routing option.
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29-17 Chapter 29: Understanding Wave Call Routing Inbound call routing If a match is found, the call will be translated and sent to the corresponding destination number listed in the table. Then the First Digit Table uses the information to determine the call type and start the call routing process. If there is no match in the table, the call cannot be routed and is sent to the intercept destination specified in the inbound trunk group configuration.
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29-18 Chapter 29: Understanding Wave Call Routing Inbound call routing Digit collection On wink start DID trunks you will receive digits from the central office one at a time as shown above the previous diagram. Wave keeps collecting digits until the number of digits collected matches the number of digits in the longest Dialed Number value in the inbound routing table.
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29-19 Chapter 29: Understanding Wave Call Routing Inbound call routing Intercept destination The intercept destination is used to intercept calls that cannot be routed. For example, if you have a block of DID numbers, 1000-1999, but you are only using 1001-1075, any call to numbers 1076-1099 will be sent to the intercept destination, if you specify one (commonly the AutoAttendant (550), or Attendant hunt group (0)). If you do not specify an intercept, the caller will hear a fast busy tone.
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29-20 Chapter 29: Understanding Wave Call Routing Inbound call routing The following table illustrates a sample inbound routing table: Step Dialed Number Destination Description 1 Default 2xxx AutoAttendant Trunks receive digits from another PBX When the inbound trunks receive digits from another PBX, digit translation should be handled by the PBX sending the digits, therefore no translation is necessary.
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Tandem call routing 29-21 Chapter 29: Understanding Wave Call Routing Tandem call routing A special flavor of inbound call routing is tandem call routing. Tandem calls are inbound calls to Wave that are routed to external phone numbers. The figure below illustrates the tandem call route.
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29-22 Chapter 29: Understanding Wave Call Routing Tandem call routing The following diagram illustrates a simplified tandem call routing scenario: Outbound Analog Trunks/ Digital Trunk Channels Voicemail/AutoAttendant Outbound Trunk Group Station Hunt Group VoiceMail Hunt Group 101 Call Routing 102 Blocked/Invalid Inbound Analog Trunks/ Digital Trunk Channels Destination: 500 Inbound Trunk Group Release 2.
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29-23 Chapter 29: Understanding Wave Call Routing Hunt groups Hunt groups A hunt group is a container extension (pilot number) that allows you to associate many user extensions or system ports to a single number that can be dialed or to which calls can be routed. When the hunt group pilot number is dialed, the hunt group configuration determines the order in which the member extensions or ports are dialed. For example, the Attendant hunt group has pilot number zero by default.
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29-24 Chapter 29: Understanding Wave Call Routing Hunt groups Hunt group hunt orders The hunt order of a hunt group describes the order in which the member extensions ring. You can set linear, circular, ring, and attendant hunt orders. • Linear. Rings the first available extension in the hunt group, always starting from the top of the hunt group list. If the first extension does not answer, the PBX rings the next available extension in the hunt group.
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29-25 Chapter 29: Understanding Wave Call Routing Outside lines Default hunt groups The default hunt groups are preconfigured. These hunt groups use the default system and user extensions as their members. There are three default hunt groups: • Attendant (station). The Attendant hunt group uses the pilot number zero (0). The purpose of the Attendant hunt group is to direct calls to one or more extensions that serve as the receptionists in your organization.
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29-26 Chapter 29: Understanding Wave Call Routing Outside lines The following diagram illustrates an outside line: Sent Line 1 102 Bi-Directional Trunk Line 1 As shown in this diagram (and in the diagrams illustrating single call and multiple call variants below), the outside line buttons from each phone are linked to one or more trunks. Outside lines can be associated with one or more trunk lines.
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29-27 Chapter 29: Understanding Wave Call Routing Outside lines In the single call outside line variant a single trunk is associated with an Outside Line feature button on a digital phone. The LED next to the Outside Line button indicates when the trunk is in use by any phone. For outbound calls, when a user presses the Outside Line button, the LED is lit red where it appears on other phones, and cannot be used on any other phone. Once the call is connected the LED indicates whether break-in is allowed.
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Automatic Line Selection 29-28 Chapter 29: Understanding Wave Call Routing Automatic Line Selection Automatic Line Selection changes the behavior of your digital phone lines (primary line, secondary line appearances, and outside lines) by allowing you to automatically answer a call that is ringing on one of those lines, or providing dial tone on the first available line, without pressing the line feature buttons.
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29-29 Chapter 29: Understanding Wave Call Routing Automatic Line Selection Example 1: Secondary line without ALS ringing In the following diagram, line 130 is ringing, and is not configured for Automatic Line Selection (ALS). Lifting the handset, or pressing Speaker/Mute, pressing Auto Dial, Redial, or Flash selects the primary line.
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29-30 Chapter 29: Understanding Wave Call Routing Automatic Line Selection Automatic Line Selection on Outside Line feature buttons The examples that follow all use the same digital phone line feature button configuration shown in Example 1, below. • The first button is the primary line button configured for extension number 100. • The second button, Line 1, is an outside line that is not configured for Automatic Line Selection.
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29-31 Chapter 29: Understanding Wave Call Routing Automatic Line Selection Example 3: Outside line with ALS ringing In the following diagram, Line 2 is ringing. Lifting the handset, or pressing Speaker/Mute answers the call on Line 2. Pressing Auto Dial, Redial, Flash, or dialing the external access digit selects extension 100. To select Line 1, you must press Line 1. Release 2.
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Release 2.
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Chapter 30 30. Understanding Wave Data Networking CHAPTER CONTENTS The Wave LAN, segments, and subnets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30-2 Dial-up and persistent connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30-3 Wave data routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30-4 Packet filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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30-2 Chapter 30: Understanding Wave Data Networking The Wave LAN, segments, and subnets Network services Wave uses the following Microsoft Windows services for communications routing: • Routing and Remote Access Service (RRAS) • Dynamic Host Configuration Protocol (DHCP) • Windows Internet Name Service (WINS) • Domain Name Service (DNS) Microsoft’s Routing and Remote Access Service (RRAS) RRAS is Microsoft’s open, extensible platform for routing and internetworking, offering LAN-to-LAN networking
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30-3 Chapter 30: Understanding Wave Data Networking Dial-up and persistent connections Note: It is acceptable to configure an Integrated Services Card (ISC1) or VAM with multiple IP addresses, and for the card to have multiple subnets. While it is sometimes useful to preserve a pre-Wave configuration, we recommend that you do not do this normally, as it can be confusing to administer. Dial-up and persistent connections The Wave Server supports various kinds of dial-up and persistent connections.
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Wave data routing 30-4 Chapter 30: Understanding Wave Data Networking Note: The Wave Server supports dial-on-demand, also called dial backup, over analog phone lines. If a digital line fails, a dedicated 2400-baud modem automatically dials a pager over analog lines on system failure. Wave dial-in connection default settings The modem on the Wave Server are set up for configurable dial-out functionality and to automatically answer incoming calls to the default Modems hunt group (extension 570).
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30-5 Chapter 30: Understanding Wave Data Networking Wave data routing The Wave Server uses RRAS, a software router, as a LAN-to-LAN, LAN-to-WAN, and WAN-to-WAN router for IP traffic. RRAS IP routing is installed and enabled by default, so LAN routing configuration is, for the most part, automatic. Depending on your particular Wave configuration, you may need to configure routing protocols and/or LAN-to-WAN interfaces.
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30-6 Chapter 30: Understanding Wave Data Networking Wave data routing • If you do not have a connection to an ISP or a WAN, use the standardized, unregistered, non-connecting IP addresses set aside in RFC 1918 for your network interfaces. (In this situation, you must change the default IP address for the Integrated Services Card, and you can use Wave default IP addresses for your other network interfaces.) • Do not assign IP addresses ending in .0 or .
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30-7 Chapter 30: Understanding Wave Data Networking Wave data routing • You can assign multiple IP addresses to any router port/network interface, as long as there are not two machines with the same address on the same network. • In general, a host route subnet mask is 255.255.255.255 and is used for referring to a single machine; a default static route subnet mask is 0.0.0.0; and a subnet mask is in between the host and the default, typically with an address of 255.255.255.0.
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30-8 Chapter 30: Understanding Wave Data Networking Wave data routing Routing Information Protocol (RIP) Routing Information Protocol, or RIP, is used to discover all the subnets on a network dynamically, communicate when a subnet goes down, and rediscover the subnet when it comes back up. Routers configured for RIP send announcements frequently to update routing tables. The RIP protocol can run on top of either IP or IPX. If you configure IPX, RIP is automatically configured for you.
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Wave data routing 30-9 Chapter 30: Understanding Wave Data Networking IPX supports a simple address scheme that allows clients to communicate with servers residing in other logical networks, and lets routers determine what traffic needs to flow between different links. IPX does not dictate that each client and server have assigned addresses, other than the physical network adapter address.
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30-10 Chapter 30: Understanding Wave Data Networking Packet filtering Static routes In a small (single subnet) network environment, particularly with only one point of entry to the Internet, you can use static routing instead of configuring RIP or OSPF. In static routing, the routes do not change once you set them. However, this also means that if any network failures occur, there are no other paths available in the network to route around the failure.
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30-11 Chapter 30: Understanding Wave Data Networking Packet filtering The following diagram shows an illustrative network with public, private, and DMZ areas, where Wave is connected to the Internet over a WAN, the private network consists of 192.168.1.0 and 192.168.2.0, and the DMZ is 222.222.222.0. Demilitarized Zone (DMZ) Web Email Proxy WAN Public Internet Wave 222.222.222.0 192.168.1.0 192.168.2.
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30-12 Chapter 30: Understanding Wave Data Networking Packet filtering To allow communication between the DMZ and the Internet, only two cases should be allowed: • Packets sent by a DMZ address going out to the public Internet • Packets sent to a DMZ address coming in from the public Internet The following filters can be put into place on the WAN connection(s) with the filters set to “drop all except listed below.
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30-13 Chapter 30: Understanding Wave Data Networking Packet filtering However, there are a few reasons to place a firewall between the two networks: • Increased security; while it is an extreme case, a hacker who has direct access to your ISP could get around the discarding of your private addresses • Lessen the traffic across the WAN connection to the ISP • Consideration to your ISP by not giving them additional unnecessary traffic Normally, however, the private intranet will use the services of a
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30-14 Chapter 30: Understanding Wave Data Networking Packet filtering Outbound and inbound filters Direction Filter Type IP Network Address Subnet Mask Input/Output Destination 10.0.0.0 255.0.0.0 Input/Output Destination 172.16.0.0 255.240.0.0 Input/Output Destination 192.168.0.0 255.255.0.0 Protocol and port filtering of common services The most specific type of filtering is known as protocol filtering or port filtering. This allows only specific protocols on an interface.
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30-15 Chapter 30: Understanding Wave Data Networking Packet filtering Common ports for TCP and UDP Service Port Full Name NNTP 119 Network News Transfer Protocol POP3 110 Post Office Protocol, Version 3 PPTP 1723 Point-to-Point Tunneling Protocol (See “PPTP filtering” on page 30-16 for additional information) Remote Desktop 3389 Remote Desktop SMTP 25 Simple Mail Transfer Protocol Telnet 23 Telnet The list of desired services could also include the ICMP protocol, which allows ping and
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30-16 Chapter 30: Understanding Wave Data Networking Packet filtering ICMP message types Type Description 13 Time stamp request 14 Time stamp reply 15 Information request 16 Information reply 17 Address mask request 18 Address mask reply As an example, you could create an environment where only web browsing was permitted, by filtering out all protocols except for DNS and HTTP.
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30-17 Chapter 30: Understanding Wave Data Networking Network services There are three cases in which Wave allows for PPTP: • Packets with TCP source port 1723 • Packets with TCP destination port 1723 • Packets using IP protocol number 47, which is the Generic Routing Encapsulation (GRE) protocol A total of six additional filters must be in place, with the filters set to drop all except those listed below.
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Network services 30-18 Chapter 30: Understanding Wave Data Networking Wave as DNS client The Internet and most private networks rely on DNS to provide name resolution service to all clients and servers. Since Wave has to know how to resolve outside Internet addresses, it needs the DNS service or a proxy server. Configure Wave as a DNS client when another server in your network performs DNS services.
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PART 4 Reference Release 2.
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Release 2.
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Chapter 31 31. Wave Reports CHAPTER CONTENTS The Call Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31-2 The Trunk Statistics report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31-14 Downloading system reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31-23 Using the Report Generator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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31-2 Chapter 31: Wave Reports The Call Detail Report The Call Detail Report The Call Detail Report (CDR) provides a daily summary log file of all Wave incoming and outgoing calls. It can be used for validating a newly installed Wave Server and for call accounting.
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31-3 Chapter 31: Wave Reports The Call Detail Report Configuring the Call Detail Report You will typically configure the Call Detail Report once, to set the outgoing short call duration, the number of daily summary log files to save, and the type of call detail records to capture. To configure the Call Detail Report 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Call Detail Report icon, located in the General Administration section.
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31-4 Chapter 31: Wave Reports The Call Detail Report Note: You might want to set the Maximum Number of Files field based on your billing cycle. For example, you are probably billed monthly, and if you take billing lag time into consideration, you might set Wave to save 60 files. You can then correlate your bill with the Call Detail Report log.
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31-5 Chapter 31: Wave Reports The Call Detail Report Call Detail record and field rules The Call Detail Report logs calls according to the following rules for records and fields: • A record is logged when a call terminates. • A single record is logged for a conference call. • When an extension tries to make an outbound call and all trunks are busy, the call action column logs a B for all trunks busy.
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31-6 Chapter 31: Wave Reports The Call Detail Report • Fields are right-justified • Fields are padded with blanks; the Duration and End TM fields are padded with zeros • Fields are comma-separated Call Detail field descriptions Each Call Detail Report log begins with a header. Call Detail header fields are described in the following table. Call Detail header field descriptions Field Name (example) Description
Indicates the beginning of the log header.
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31-7 Chapter 31: Wave Reports The Call Detail Report the Field length column indicates the number of characters used. By default, Microsoft Excel does not display leading zeros. Call Detail Record Log field descriptions Column (Excel) Field Name 1 (A) VID 2 (B) Call Record ID Field Length 8 CDR Head Description VID Vertical ID.
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31-8 Chapter 31: Wave Reports The Call Detail Report Call Detail Record Log field descriptions Column (Excel) Field Name Field Length CDR Head Description 4 (D) Call Duration 8 Duration The duration of the call in the format ddhhmmss. When multiple parties are involved, call duration is the total time from the moment the first person answers the call until the connection ends (one of the last two connected parties hangs up).
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31-9 Chapter 31: Wave Reports The Call Detail Report Call Detail Record Log field descriptions Column (Excel) Field Name Field Length CDR Head Description 8 (H) Call Action 1 A A single character that defines the action the call took. Actions, in highest to lowest precedence, with multiple action calls logging only the highest precedence action, include: C = Conference O = Off-site forward F = Forward X = Transfer B = All trunks busy D = Direct trunk.
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31-10 Chapter 31: Wave Reports The Call Detail Report Call Detail Record Log field descriptions Column (Excel) Field Name Field Length CDR Head Description 17 (Q) Incoming Trunk Group Number 8 In TKGP The pilot number of the trunk group which received the incoming call. 18 (R) Incoming Circuit 8 In TRK The number associated with the trunk used to accept an incoming call. 19 (S) Outgoing Trunk Group Number 8 Out TKGP The pilot number of the trunk group used to place the outgoing call.
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31-11 Chapter 31: Wave Reports The Call Detail Report Call Detail Record Log field descriptions Column (Excel) Field Name Field Length CDR Head Description 25 (Y) Multiplier 4 Mult Multiplier. The tax amount is multiplied by this value to determine the charge in the state currency. Used only for international installations. Possible values include: .001 = x1/1000 .01 = x1/100 .1 = x1/10 1 = x1 10 = x10 100 = x100 1000 = x1000 26 (Z) TGU 5 TGU Time Granularity Units.
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31-12 Chapter 31: Wave Reports The Call Detail Report IP telephony voice extension record The Extension Record Descriptor (ERD) determines how the extension record portion of the Call Detail Report should be interpreted. The only valid values for the IP Telephony Extension Record ERD are 0 and 1, which indicate that the extension record should be ignored (0) or analyzed as an IP telephony voice extension record (1). The comma separated value file has fixed length records.
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31-13 Chapter 31: Wave Reports The Call Detail Report IP telephony voice extension record field descriptions Column (Excel) Orig/Term Field Name Length Record Heading Orig/Term Description 31 (AE)/ 45 (AS) Codec 2 OC/TC Specifies the codec used on the receiving direction from the endpoint perspective. If Media = 0 (Audio): 0 = G.711 u-law PCM 64kbps 1 = G.711 A-law PCM 64kpbs 2 = G.729A 3 = G.723.1 5.3kbps 4 = G.723.1 6.3kbps If Media = 1 (Fax): 0 = Telogy Fax 1 = T.
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31-14 Chapter 31: Wave Reports The Trunk Statistics report IP telephony voice extension record field descriptions Column (Excel) Orig/Term Field Name Length Record Heading Orig/Term Description 40 (AN)/ 54 (BB) Octets Received 10 OOCTRX/TOCTR X Count of the total octets received. 41 (AO)/ 55 (BC) Packets Lost— Total 10 OPKTLT/TPKTLT Total number of packets lost during the call.
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31-15 Chapter 31: Wave Reports The Trunk Statistics report Generating the Trunk Statistics report To generate the Trunk Statistics report 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Report Generator icon, located in the General Administration section. 3 Select Trunk Statistics from the list of reports, and click Generate. Release 2.
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31-16 Chapter 31: Wave Reports The Trunk Statistics report 4 The Trunk Statistics Report Criteria dialog opens. 5 Select the starting and ending dates of the period for which you'd like the report, as well as the time range within those dates, and click OK. For example, you might select dates from May 1, 2001 through May 15, 2001 and times from 08:00 to 12:00. The generated report will contain records on May 1 from 08:00 to 12:00, May 2 from 08:00 to 12:00, etc.
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31-17 Chapter 31: Wave Reports The Trunk Statistics report Interpreting the Trunk Statistics report The following table describes the information contained in the Trunk Statistics report. Trunk Statistics report columns Release 2.0 Column Name Description Trunk Group Trunk group name. Size Total number of analog trunks and digital trunk channels in the group. Direction Direction (In, Out, or Both) currently configured (at the time the report is generated) for the trunk group with the given name.
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31-18 Chapter 31: Wave Reports The Trunk Statistics report About the Trunk Statistics Log Wave ISM gathers trunk and trunk group statistics that are written to the Trunk Statistics Log file every 15 minutes on the hour, quarter hour, half hour, and three-quarter hour. The log file contains the raw data from which the Trunk Statistics Report is generated. The Log is saved in C:\Program Files\Wave Server\Logs\Reports\. Each Trunk Statistics Log begins with a header. record, described in the following table.
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31-19 Chapter 31: Wave Reports The Trunk Statistics report Interval record Each interval posted begins with an Interval record. Interval record field descriptions Field Name Description I Identifies this record as an interval record YYYYMMDD or MMDDYYYY Date of the start of the interval in either North American or European format HH:MM Start time of the interval Trunk Group header record Each Trunk Group record is preceded by a Trunk Group header record.
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31-20 Chapter 31: Wave Reports The Trunk Statistics report Trunk Group header record field descriptions Field Name Description Outbound Begin Number of trunks with outgoing calls in progress at the beginning of the interval Outbound End Number of trunks with outgoing calls in progress at the end of the interval Outbound Attempts Number of outgoing calls attempted by this trunk group Outbound Answered Number of outgoing calls by this trunk group that were answered Outbound Seconds Total number o
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31-21 Chapter 31: Wave Reports The Trunk Statistics report Trunk Group record field descriptions Release 2.
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31-22 Chapter 31: Wave Reports The Trunk Statistics report Trunk header record Each Trunk header record follows the Trunk Group record. There is one Trunk Header record per trunk group. Trunk header record field descriptions Field Name Description hT Identifies this record as a trunk header record Trunks Name Name of the trunk Trunk record Each trunk record follows the Trunk Header record. There is one Trunk record for each trunk in the group.
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31-23 Chapter 31: Wave Reports Downloading system reports Trunk record field descriptions Field Name Description Outbound Begin Indicates whether the trunk had an outgoing call in progress at the beginning of the interval Outbound End Indicates whether the trunk had an outgoing call in progress at the end of the interval Outbound Attempts Number of outgoing calls attempted by this trunk Outbound Answered Number of outgoing calls by this trunk that were answered Outbound Seconds Total number of
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31-24 Chapter 31: Wave Reports Downloading system reports 3 From the Select category of file to download list box, select System Reports. The available reports are displayed. 4 Select one or more files to download. Select contiguous files by holding the Shift key, or select non-contiguous files by holding the Ctrl key. 5 Optionally, click Compress file(s) into ZIP file. If you select more than one file, this option is automatically selected. 6 Click Download, and save the file.
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31-25 Chapter 31: Wave Reports Using the Report Generator Using the Report Generator The Report Generator enables you to generate the following reports from the most recently configured Wave data.
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31-26 Chapter 31: Wave Reports Using the Report Generator To generate and view a report 1 If necessary, click the Administration tab of the Management Console. Click 2 Click the Report Generator icon, located in the General Administration section. 3 Select the desired report from the list, and click Generate. To select multiple reports, hold the Ctrl key while selecting them.
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31-27 Chapter 31: Wave Reports Creating digital phone labels 5 Click a report to view its contents. Generated reports reside on the Wave Server. To copy a report to another location, select File > Save As while viewing the report, then select location in the Save In dialog. 6 Click the Back button on your browser to return to the list of reports. 7 Close the browser window containing the list of reports to return to the Report Generator applet. 8 Click Done to return to the Management Console.
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31-28 Chapter 31: Wave Reports Creating digital phone labels 3 Select Digital Phone Labels from the list of reports, and click Generate. You will see a message when the report generation is complete. 4 Click View the Generated Reports for a directory listing of all generated reports for Wave. 5 Click DigitalPhoneLabels.txt to view the data file you generated. 6 Click Done to return to the Management Console.
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Chapter 32 32. SNMP Agents CHAPTER CONTENTS SNMP agent and alarm configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-2 Vertical Communications SNMP agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-2 .Environment SNMP agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-3 Event Log agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-8 Interfaces agent . . . . . . . . . . . .
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32-2 Chapter 32: SNMP Agents SNMP agent and alarm configuration SNMP agent and alarm configuration Wave provides two panels for configuring and monitoring SNMP: the SNMP Configuration and SNMP Alarms panels.
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32-3 Chapter 32: SNMP Agents .Environment SNMP agent .Environment SNMP agent The Environment SNMP agent is responsible for reporting status information about the cooling fans, power supplies, and the fault monitor. This agent also generates appropriate traps to notify Wave of changes in fan status, power supply status, and the status of the fault monitor. The Environment MIB is structured into the following groups: Release 2.
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32-4 Chapter 32: SNMP Agents .Environment SNMP agent Fan Table The Fan Table defines objects that describe the status information about each cooling fan in the Wave Server. Environment SNMP agent - Fan Table MIB Variable Access Definition Syntax fanIndex R Numeric index of the cooling fan within the Wave Server. Integer fanOperStatus R Specifies the current operational status of the cooling fan. Valid values are: • Running. Normal operational status • Stopped. Fan is stopped Unknown.
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32-5 Chapter 32: SNMP Agents .Environment SNMP agent Fault Monitor Group The Fault Monitor Group contains information about the fault monitor status. This group contains just one object, described below. Environment SNMP agent - Fault Monitor group MIB Variable Access Definition Syntax Value ioFaultMonitorStatus R Describes the operational status of the Fault Monitor. Valid values are: • NotResponding. Fault monitor is not responding • ModemFailed. Fault monitor modem has failed OK.
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32-6 Chapter 32: SNMP Agents .Environment SNMP agent Traps The Traps agent generates appropriate traps when the status of one or more fans, or the status of one or more power supplies or the status of the fault monitor system change. Environment SNMP agent - Traps Trap # Trap Name Description Pertinent MIB Data 47 ioFanStatus This notification is sent when one (or more) cooling fans changes state (i.e., it goes from a running state to a stopped state or vice versa).
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32-7 Chapter 32: SNMP Agents .Environment SNMP agent Environment SNMP agent - Traps Trap # Trap Name Description Pertinent MIB Data 85 ioSchedulerError This notification is sent whenever an error pertaining to the IOScheduler operation occurs. Specific information regrading this trap is contained in the Trap data (ioLastIOSchedulerWarningTrap).
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32-8 Chapter 32: SNMP Agents Event Log agent Event Log agent The Event Log SNMP agent is responsible for generating traps when specific Microsoft Windows events are logged. These events can be either application specific, system, or security related. Each of the generated traps contains data specific to the event logged similar to that shown in the event viewer. The Event Log MIB contains one group.
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32-9 Chapter 32: SNMP Agents Event Log agent Event Log Trap Info Group Event Log SNMP agent - Event Log Trap Info group MIB Variable Access Definition Syntax Value lastTrapLogType R This object describes the log type of the last event log trap event that occurred. The following are valid values: • system. Windows system log • security. Windows security log application. Application log • • unknown.
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32-10 Chapter 32: SNMP Agents Event Log agent Event Log SNMP agent - Event Log Trap Info group MIB Variable Access Definition • • • lastTrapInfoString R Syntax Value audit-success. Success audit events are security events that occur when an audited access attempt is successful. For example, a successful log on attempt is a success audit event. audit-fail. Failure audit events are security events that occur when an audited access attempt fails.
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32-11 Chapter 32: SNMP Agents Event Log agent Event Log SNMP agent - Event Log Traps Trap # Trap Name 55 eventLog_CannotCreate UserTracePipe This notification is sent when an attempt to create lastTrapLogType the User Trace request pipe fails. lastTrapEventType lastTrapInfoString 56 eventLog_CannotConnect UserTracePipe This notification is sent when an attempt to connect to the User Trace Pipe fails. This event has a Log Type of “application” and an Event Type of “error”.
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32-12 Chapter 32: SNMP Agents Interfaces agent Interfaces agent The Interfaces agent describes some of the devices installed in the Wave Server and reports their operational status. This agent implements Vertical's private interfaces MIB (interfaces_private.mib), which is based on the Interfaces Table of MIB II.
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32-13 Chapter 32: SNMP Agents Interfaces agent Interfaces Group MIB Variable Access Definition Syntax vifNumber R The number of Wave devices (regardless of their current state) present on this system. Size of the integer is 1-’7fffffff’h Integer vifIndex R A unique index identifying this interface (device). Integer vifDescr R This object describes the interface in more detail. It also specifies the slot number occupied by the interface. Size of the string is 0-255 characters.
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32-14 Chapter 32: SNMP Agents IP Telephony agent IP Telephony agent The IP Telephony agent is used to monitor IP Telephony trunks. IP Telephony Trunk Summary Table MIB Variable Access Definition Syntax IpTelTrunkSize R Number of trunks. Integer TrunkIndex R Trunk number in the trunk table. Integer TrunkState R The state of the trunk. Integer CalledParty R Number of the called party. String CallingParty R Number of the calling party. String RemoteGateway R Remote gateway number.
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32-15 Chapter 32: SNMP Agents ISDN agent IP Telephony agent Traps Trap # Trap Name Description Pertinent MIB Data 64 IpTelReconfigComplete This notification is sent when the reconfiguration command completes. IptelTrunkSize 65 IpTelTrunkFailure This notification is issued when the specified trunk fails TrunkIndex 66 IpTelTrunkAlarmInfo Informational alarm associated with some parameter threshold being reached.
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32-16 Chapter 32: SNMP Agents ISDN agent The following information is optional: • Information for managing Terminal Endpoints (TE), for example, the link layer connection to the switch Since this is required only if there are non-ISDN endpoints defined for a given D channel, Wave does not implement this. • Information for managing a list of directory numbers for each signaling channel This is not currently implemented by the agent. Each interface in the system has a unique interface index.
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32-17 Chapter 32: SNMP Agents ISDN agent D channel terminal endpoint layer Peer 1 Peer 2 Peer n D channel data link layer B channel B channel B channel T-1 interface Implementation of the ISDN agent is based on Vertical Communication’s private ISDN MIB. The private ISDN MIB (isdn_private.mib) uses the definitions of SNMP version 2 ISDN MIB (RFC 2127), with the syntax changed to reflect SNMP version 1. The relative tree structure in this MIB has been retained.
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32-18 Chapter 32: SNMP Agents ISDN agent The Bearer Group The Bearer Group’s sole table, the Bearer Table, has as many entries as there are bearer channels in the whole system (the total of all bearer channels for all devices in the system). Each entry in the table defines configuration as well as statistical parameters required to control one bearer channel. Examples for these include the bearer channel type (leased vs.
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32-19 Chapter 32: SNMP Agents ISDN agent MIB Variable Access Definition Syntax Value visdnBearerInfoType R The information transfer capability of the last call. Speech refers to a non-data connection, whereas audio31 and audio7 refers to data mode connections. If there is no call on this interface since system startup, this object has a value of unknown(1).
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32-20 Chapter 32: SNMP Agents ISDN agent The Signaling Group The Signaling Group is used to control D (delta) channels. The Signaling Group consists of three tables: • The Signaling Table contains configuration and operational parameters for the Terminal Endpoint layer interface of each D channel. • The Signaling Stats Table contains statistical information for the same interfaces.
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32-21 Chapter 32: SNMP Agents ISDN agent Signaling Stats Table ISDN agent MIB Variable Access Definition Syntax visdnSigStatsInCalls R The number of incoming calls on this interface. Counter visdnSigStatsInConnected R The number of incoming calls on this interface that were actually connected. Counter visdnSigStatsOutCalls R The number of outgoing calls on this interface. Counter visdnSigStatsOutConnected R The number of outgoing calls on this interface that were actually connected.
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32-22 Chapter 32: SNMP Agents Repeater Private agent Repeater Private agent The repeater hub agent monitors and manages all repeater devices within the Wave system. The Wave implementation is based on Vertical Communication’s private repeater MIB (repeater_private.mib). The private MIB module combines the syntax of SNMP version 1 definition for IEEE 802.3 repeaters (RFC 1516) with the additional features defined in the SNMP version 2 (RFC 2108).
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32-23 Chapter 32: SNMP Agents Repeater Private agent Basic Package Group The Group Table contains status information about each group of ports within the system, such as the Operation Status of the group (operational, malfunctioning, notPresent) (vrptrGroupOperStatus), the port capacity of this group (vrptrGroupPortCapacity).
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32-24 Chapter 32: SNMP Agents Repeater Private agent Table 0-3 Group table, Repeater hub agent (continued) MIB Variable Access Definition Syntax Value vrptrGroupNetwork AdapterNumber R This object indicates the identification number of the Wave network adapter associated with the repeater, if any. This value will be 0 if the repeated domain number is unassociated or unknown. Integer 1-255 vrptrGroupLedStatus R This object indicates the status of the card LEDs.
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32-25 Chapter 32: SNMP Agents Repeater Private agent Table 0-4 Port table, Repeater hub agent (continued) MIB Variable Access Definition Syntax Value vrptrPortAutoPartitionState R This flag indicates whether the port is currently partitioned by the repeater’s auto-partition protection. Integer 1 = notAutoPartitioned 2 = autoPartitioned vrptrPortOperStatus R This object indicates the port’s operational status.
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32-26 Chapter 32: SNMP Agents Repeater Private agent The Info Table contains status information about each repeater hub within the system. In Wave implementation, a Group is the same as a separate repeater, so the information in the Info Table and the Group Table complement each other. These tables have been kept separate in keeping with the MIB structure in RFC 2108.
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32-27 Chapter 32: SNMP Agents Repeater Private agent Monitor Group The Monitor Port Table (Table 0-6) contains performance and error statistics for each port in the system. Table 0-6 Monitor port table, Repeater hub agent MIB Variable Access Definition Syntax Value vrptrMonitorPortGroupIndex R Identifies the group containing the port for which this entry contains information.
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32-28 Chapter 32: SNMP Agents Repeater Private agent Table 0-6 Monitor port table, Repeater hub agent (continued) MIB Variable Access Definition Syntax Value vrptrMonitorPortCollisions R This counter is incremented by one for any CarrierEvent signal on any port for which the CollisionEvent signal on this port is asserted.
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32-29 Chapter 32: SNMP Agents Repeater Private agent Table 0-6 Monitor port table, Repeater hub agent (continued) MIB Variable Access Definition Syntax vrptrMonitorPortSentFrames R This object is the number of frames of valid frame length that have been sent on this port. This counter is incremented by one for each frame sent on this port whose OctetCount is greater than or equal to minFrameSize and less than or equal to maxFrameSize.
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32-30 Chapter 32: SNMP Agents Repeater Private agent Table 0-6 Monitor port table, Repeater hub agent (continued) MIB Variable Access Definition Syntax vrptrMonitorPortDroppedFrames R This counter is incremented by one for every time the switch dropped a frame due to a buffer full event. Integer vrptrMonitorPortOtherErrors R This counter is incremented by one every time the repeater detects an error that is not reported in any other error counter.
PAGE 911
32-31 Chapter 32: SNMP Agents Repeater Private agent Table 0-7 Monitor port table, Repeater hub agent (continued) MIB Variable Acce ss Definition Syntax vrptrMonitorPortUpp er32Octets R This object is the number of octets contained in valid frames that have been received on this port, module 2**32. That is, it contains the upper 32 bits of a 53-bit octets counter, of which the lower 32 bits are contained in the rptrMonitorPortReadableOctets object.
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32-32 Chapter 32: SNMP Agents Repeater Private agent Monitor Repeater Table The Monitor Repeater Table shows performance and error statistics for 10 MB repeaters within the system. Table 0-8 Monitor repeater table, Repeater hub agent MIB Variable Access Definition Syntax Value vrptrMonTxCollisions R This counter is incremented every time the repeater state machine enters the TRANSMIT COLLISION state from any state other than ONE PORT LEFT.
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32-33 Chapter 32: SNMP Agents Repeater Private agent Table 0-8 Monitor repeater table, Repeater hub agent (continued) MIB Variable Access Definition Syntax vrptrMonUpper32Total Octets R The total number of octets contained in the valid frames that have been received on the ports in this repeater, modulo 2**32. That is, it contains the upper 32 bits of a 64-bit counter, of which the lower 32 bits are contained in the rptrMonTotalOctets object.
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32-34 Chapter 32: SNMP Agents Repeater Private agent Monitor Repeater 100 Table A table of additional information about each 100 Mb/s repeater, augmenting the entries in the rptrMonTable. Entries exist in this table only for 100 Mb/s repeaters. Table 0-9 Monitor repeater 100 table, Repeater hub agent MIB Variable Access Definition Syntax vrptrMonUpper32TotalOctets R The total number of octets contained in the valid frames that have been received on the ports in this repeater, modulo 2**32.
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32-35 Chapter 32: SNMP Agents Station Private SNMP agent Station Private SNMP agent The Station Private SNMP agent is used to monitor, configure and control all station devices within the Wave system. Additionally, this agent can be used to configure the First Digit Table (which contains settings for each digit that is dialed as the first digit), as well as to configure an interface with an external voicemail system. This MIB is structured into four groups: • Common Group.
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32-36 Chapter 32: SNMP Agents Station Private SNMP agent Station Private SNMP agent - Common Group MIB Variable Access Definition Syntax vStationNumStationCards R Specifies the number of station cards installed in the system. Integer vStationExternalDialDigit R Identifies the starting digit for making an external call. String Value SIZE (0-1) Station Card Group The Station Card Group consists of Card Table, Device Table, and Channel Table.
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32-37 Chapter 32: SNMP Agents Station Private SNMP agent Station Private SNMP agent - Station Card Group - Card Table MIB Variable Access Definition Syntax Value vStationCardErrorLED R All Vertical Communications cards have an Error LED and a Ready LED. The combined value of these LEDs are as follows: Error Ready ValueDefinition off off (0 0)invalid on off (1 0)powering up on on (1 1)initializing off on (0 1)normal Integer 0-1 vStationCardReadyLED R See vStationCardErrorLED.
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32-38 Chapter 32: SNMP Agents Station Private SNMP agent Station Private SNMP agent - Station Card Group - Device Table MIB Variable Access Definition Syntax Value vStationDeviceMVIP Stream R Vertical Communications card identification number. Integer 0-255 vStationDeviceType R Specifies the type of device: 0 = undefined 8 = station Integer 0 = devUndef 8 = devSation vStationDeviceChange Pending R Interrupt Request level for this card/trunk.
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32-39 Chapter 32: SNMP Agents Station Private SNMP agent Station Private SNMP agent - Station Card Group - Channel Table MIB Variable Access Definition Syntax Value vStationChannelState R Indicates the operational state of this channel. Integer 0 = disabled 1 = enabled vStationChannelType R The phone type for this particular channel. Integer 1 = basic 2 = callerID 3 = enhanced-Call Waiting vStationChannelCallState R Indicates the phone call state of this channel.
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32-40 Chapter 32: SNMP Agents Station Private SNMP agent Station Private SNMP agent - Station Card Group - Channel Table MIB Variable Access Definition Syntax Value vstationChannelCalling PartyNumber R The calling party’s number, either an internal extension or external phone number. String 0-32 vStationChannelChange Pending R Indicates that a change to the channel values have been made to the registry.
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32-41 Chapter 32: SNMP Agents Station Private SNMP agent Station Private SNMP agent - Digit Table Group - First Digit Table MIB Variable Access Definition Syntax Value vStationDigitCallType R/W Type of call generated by this digit.
PAGE 922
32-42 Chapter 32: SNMP Agents Station Private SNMP agent External Voicemail System Group This group contains configuration information used to interface with an external voicemail system. This group is subdivided into subgroups depending on the type of voicemail system used. The External Voicemail System Group consists of the ATT System 25 Subgroup. ATT System 25 Subgroup The ATT System 25 subgroup contains the Voicemail Call Handle table.
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32-43 Chapter 32: SNMP Agents Station Private SNMP agent Traps Table 0-11 Station Private agent, Traps Trap # Trap Name Description Pertinent MIB Data 12 vStationCannotPlayTone This notification is sent when the specific channel cannot play a tone. vStationChannelSlotNumber vStationChannelDeviceNumber vStationChannelIndex 13 vStationCannotCancelTone This notification is sent when the specific channel cannot cancel a tone.
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32-44 Chapter 32: SNMP Agents Self Test Daemon (STD) SNMP agent Self Test Daemon (STD) SNMP agent The Self Test Daemon SNMP agent is responsible for showing status and control information for Vertical Communications’ Self Test Daemon (STD). The Self Test Daemon is responsible for starting and monitoring each Wave component (executable, service, and drivers). The status of each component (started, stopped, paused, disabled, etc.) as well as the status of the system as a whole is made available.
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32-45 Chapter 32: SNMP Agents Self Test Daemon (STD) SNMP agent System Group The System Group contains just two objects as described in the following table. STD SNMP agent - System Group MIB Variable Access Definition Syntax Value sysOperStatus R Specifies the current operational status of the Wave Server. Valid values are: • running. Normal operational status, all components are up and running • startUpInProgress. STD is starting up the system • upgradeInProgress.
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32-46 Chapter 32: SNMP Agents Self Test Daemon (STD) SNMP agent Component Group The Component Group contains just one table, the Component table. The Component table defines objects that describe the status information about each component in the system. The following table describes each of these objects.
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32-47 Chapter 32: SNMP Agents Self Test Daemon (STD) SNMP agent STD SNMP Agent Traps The Self Test Daemon (STD) SNMP agent generates appropriate traps when a trappable condition occurs. Traps generated by this agent fall into two categories: • Traps that are related to the components controlled by STD (like ComponentFailedToStart, ComponentRestartComplete, etc.) • Traps that are related to the Upgrade and Restart process.
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32-48 Chapter 32: SNMP Agents Self Test Daemon (STD) SNMP agent STD SNMP agent - Upgrade and Restore stages • If success • stdRestoreComplete trap is sent • If failed • • stdRestoreError trap is sent STD quits STD SNMP agent - Traps 26 stdCompFailedToStart This trap is generated when a component fails to start during initial start up. The Self Test Daemon will attempt to restart this component five times (once each minute), after which it gives up.
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32-49 Chapter 32: SNMP Agents Self Test Daemon (STD) SNMP agent STD SNMP agent - Traps 37 stdRestoreStarted This trap is generated when a previous version of Wave is about to be restored. A Restore operation is typically carried out after a failed upgrade attempt. sysCurrentVersion 38 stdRestoreInProgress This trap is generated when a previous version of Wave is being restored.
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32-50 Chapter 32: SNMP Agents Self Test Daemon (STD) SNMP agent STD SNMP agent - Traps 63 stdIoNotOperational This notification is sent under any of the following conditions: • Before attempting to start the components, FBS checks to ensure the minimum configuration is present in the Wave Server. Currently this means that an RSC card must be present in the Wave Server. If this check fails, FBS will not attempt to start any of the components and sends the trap.
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32-51 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent The T-1 Private SNMP agent is based on the VerticalCommunications’ private extension MIB to RFC 1406, and is used to manage the T-1 physical interface, analog channels, and the Integrated Services Card trunk interface. This extension MIB defines additional variables which facilitate the management of the Vertical Wave T-1 modules. The Private MIB (t1_private.mib) is organized into three tables: • Card Table.
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32-52 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Card Table MIB Variable Access Definition Syntax Value vdsx1cardDriverVersion R Vertical card driver version Integer 0-255 vdsx1cardIOPortAddress R The ISA bus address for this card Integer 0-'7fffffff'h The ERROR LED state on this card: The combined values of the ERROR LED and the READY LED are: Error Ready Definition OFF OFF Invalid state ON OFF Just after power up ON ON Software initialization OFF ON Normal ope
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32-53 Chapter 32: SNMP Agents T-1 Private SNMP agent Trunk Table Each entry in the following table contains configuration information about each trunk in each module of the system, such as the type of Trunk (T-1, as well as Common Channel Signaling (CCS) vs. Channel Associated Signaling (CAS) (vdsx1TrunkType). In addition, this table describes various status information relating to this trunk, such as the channel count for this trunk (vdsx1channelCount).
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32-54 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Trunk Table MIB Variable Access Definition Syntax Value vdsx1TrunkMasterPriority R Designates the priority for selecting which trunk is to drive the MVIP clock, for example, which trunk drives the master timing system. The values must be different for each trunk in the system. Integer 1 = primary 2 = secondary 100 = notUsed vdsx1TrunkStream R The MVIP stream for this trunk.
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32-55 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Trunk Table MIB Variable Access Definition Syntax Value vdsx1TrunkIsdnSignaling Protocol R Defines the switch type for the Isdn protocol stack.
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32-56 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Trunk Table MIB Variable Access Definition Syntax Value vdsx1TrunkRedLED R Specifies the RED LED status of this trunk. Integer 0 = OFF 1 = ON vdsx1TrunkYellowLED R Specifies the YELLOW LED status of this trunk. Integer 0 = OFF 1 = ON vdsx1TrunkChangePending R Indicates that a change to the device values have been made to the registry.
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32-57 Chapter 32: SNMP Agents T-1 Private SNMP agent Channel Table Each entry in the following table contains configurable parameters for each channel of each trunk, such as the type of channel (wink start, ground start, clear channel, B channel, D channel(vdsx1ChannelType)), channel enabled status (vdsx1ChannelActivated).
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32-58 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Channel Table MIB Variable Access Definition Syntax Value vdsx1channelType R The channel type: • vdsx1channelTypeUnknown. Unknown type • vdsx1channelTypeWink. Ear and Mouth (E & M) start • vdsx1channelTypeGs. Ground start digital trunk • vdsx1channelTypeClear. Nailed up clear channel for data • vdsx1channelTypeAnalogImm. Analog trunk, immediate start • vdsx1channelTypeBChan. PRI B channel on T-1 • vdsx1channelTypeDChan.
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32-59 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Channel Table MIB Variable Access Definition Syntax Value vdsx1channelState R Indicates current state of this channel.
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32-60 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Channel Table MIB Variable Access Definition Syntax vdsx1channelLocal SubAddress R The local sub address of a connected call on this channel.If the number is not available, then it will have a length of zero String vdsx1channelChange Pending R Indicates that a change to the channel values have been made to the registry.
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32-61 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Traps 4 vdsx1TrunkYellow This trap is generated when the specific trunk goes into a YELLOW alarm condition (for example, Loss of Frame condition). vdsx1TrunkIdentifier vdsx1cardSlotNumber vdsx1TrunkDeviceNumber vdsx1TrunkIndex 5 vdsx1TrunkBlueClear This notification is sent when the specific trunk BLUE alarm condition clears.
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32-62 Chapter 32: SNMP Agents T-1 Private SNMP agent T-1 Private SNMP agent - Traps 45 vdsx1TrunkLoopbackLi neOn This notification is sent when the specific trunk enters a line loopback state. Under this state the received signal at this interface does not go through the device (minimum penetration) but is looped back out.
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Chapter 33 33. System Locale Settings CHAPTER CONTENTS Setting and viewing system locale settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 33-1 The Wave Server system locale sets the default phone display language, the call numbering plan, tone sets, and other system settings associated with the locale that you specify. Depending on the specified locale, SIP phone softkeys will be displayed in English, French, German, Russian, or Spanish.
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Setting and viewing system locale settings 33-2 Chapter 33: System Locale Settings 3 On the System tab, if the Locale is correct for your system, go to step 4. If not, select your locale from the drop-down list. When you change the locale, you are reminded that you may need to update any area codes that you have already defined in the First Digit Table to reflect new area code requirements for the selected locale. Release 2.
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33-3 Chapter 33: System Locale Settings Setting and viewing system locale settings For more about editing the First Digit Table, see “Setting the home area code” on page 7-5. Click OK to continue. 4 Click Customize to review the default advanced locale settings or to change the settings if you have a unique environment. The Customize Locale dialog opens. Selecting a locale, specifies the following information: • Default Language.
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33-4 Chapter 33: System Locale Settings Setting and viewing system locale settings • Outbound Routing Mode. Determines how outbound calls are processed. Select North American or International. • Ring Cadence. Specifies the duration of each ring and the pause between rings. • Minimum Analog Hook Flash. Specifies in milliseconds the minimum time an analog phone user must hold down the switch hook to indicate a flash. • Tone Set.
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Chapter 34 34. Trunk Settings CHAPTER CONTENTS Line Build Out settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34-1 Trunk timing values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34-5 Line Build Out settings Line Build Out is a means of simulating additional cable length between a T-1 trunk’s transmitter and the far-end receiver. This is done in case the signal being transmitted is too strong.
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34-2 Chapter 34: Trunk Settings Line Build Out settings Wave also provides a -22.5 dB LBO value (12.5 percent power). This is not sanctioned by the FCC and should never be used with the PSTN. However, for private networks where the far end is only a few feet away, this might be useful. The default, 0 dB, is the most common signal level for connection to the carrier. If line build out is set incorrectly, the carrier may detect errors, prompting an SNMP yellow alarm and a yellow LED on the T-1 module.
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34-3 Chapter 34: Trunk Settings Line Build Out settings • Specify the Receive Input Threshold level You enable this when you disable the Enable Receive Equalizer check box. When automatic receive equalization is turned off, the framer chip recovers signals by comparing directly to a Receive Input Threshold. If the signal is lower than the threshold, the chip senses a 0. If the signal is higher than the threshold, the chip senses a 1.
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34-4 Chapter 34: Trunk Settings Line Build Out settings The following table describes the configurable DSX parameters. DSX configurable parameters Display Name Display Value Allowed Values Default Value Cable Length 0 133 266 299 512 655 3000 6000 0 133 266 299 512 655 3000 6000 655 Receive Equalizer On Off Receive Input Threshold 1.36 V 1.04 V 0.84 V 0.62 V 0.43 V 0.32 V 0.22 V 1.36 V 1.04 V 0.84 V 0.62 V 0.43 V 0.32 V 0.22 V 1.
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34-5 Chapter 34: Trunk Settings Trunk timing values Trunk timing values You can find the Trunk Timers in the Trunk Configuration applet. T-1 trunk timing values The following table describes the different types of inbound T-1 Trunk timers for the E&M Wink Start and E&M Immediate Start signaling types. Inbound T-1 trunk timers (E&M Wink Start and E&M Immediate Start) Release 2.
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34-6 Chapter 34: Trunk Settings Trunk timing values The following table describes the different types of outbound T-1 trunk timers for E&M Wink Start and E&M Immediate Start signaling types.
PAGE 953
34-7 Chapter 34: Trunk Settings Trunk timing values The following table describes the different types of inbound trunk timers for signaling type ground start. Inbound T-1 trunk timers (ground start) Release 2.0 Display Name Description Default Value (msec) Hit Counter Limit Not an actual timer, but a counter used to determine a rare condition where a test signaling pattern is being sent by the service provider. If the counter is exceeded, the channel enters an error state.
PAGE 954
34-8 Chapter 34: Trunk Settings Trunk timing values The following table describes the different types of outbound trunk timers for signaling type ground start.
PAGE 955
34-9 Chapter 34: Trunk Settings Trunk timing values Analog trunk timing values The following table describes the different types of inbound analog trunk timers for loop start and ground start signaling types. Inbound analog trunk timers (loop start and ground start) Release 2.
PAGE 956
34-10 Chapter 34: Trunk Settings Trunk timing values The following table describes the different types of outbound analog trunk timers for loop start and ground start signaling types. Outbound analog trunk timers (loop start and ground start) Display Name Description Default Value (msec) Error Duration Length of time-out after an error before the trunk is put back into service 30000 Flash Duration Length of hook flash sent to the far end.
PAGE 957
Chapter 35 35. Starting the TFTP Server CHAPTER CONTENTS Starting the TFTP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35-1 Wave includes a Trivial File Transfer Protocol (TFTP) server component to support configuration of Vertical SIP phones. Starting the TFTP Server The TFTP Server is not started by default. The TFTP server is automatically started after you enter the first Wave IP User license in the Software Licenses applet.
PAGE 958
35-2 Chapter 35: Starting the TFTP Server Starting the TFTP Server 3 Log on to Windows. Enter your user name and password. The initial default logon values are: User Name. GlobalAdministrator Password. Vertical4VoIP! Note: Password is case-sensitive. 4 Click Start > All Programs > ModMgr. The Vertical Communications Component Manager (ModMgr) dialog opens. 5 Scroll down the list to locate the service called “VNI TFTP Service”. 6 Click on Start to start the service.
PAGE 959
PART 5 Appendices Release 2.
PAGE 960
Release 2.
PAGE 961
Appendix A A. Protecting Your Phone System Against Toll Fraud CHAPTER CONTENTS Typical toll fraud strategies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Identifying toll fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 Securing your system against toll fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3 Responding to toll fraud attempts. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PAGE 962
Identifying toll fraud A-2 : Protecting Your Phone System Against Toll Fraud • Calling random users and telling them they are a representative from the phone company and need their voice mailbox password to track down a problem with the phone system. Users should be told to never give out their passwords, and if they have reason to believe someone else has it, to change it immediately to something secure.
PAGE 963
A-3 : Protecting Your Phone System Against Toll Fraud Securing your system against toll fraud Securing your system against toll fraud The following are a variety of ways to secure your phone system. While practicing all of these strategies will keep your phone system very secure, by far the most important strategy is to just improve the security of passwords. Password security Wave System Settings gives you several options for making user passwords more secure.
PAGE 964
Securing your system against toll fraud A-4 : Protecting Your Phone System Against Toll Fraud Identifying users with security-risk passwords The User/Group Management applet has a built-in Security Analysis report that analyzes your system for potential security risks. To run the Security Analysis report, choose Tools > Analyze Security. The Security Analysis report opens on-screen. Use the report to determine which users in your system have passwords that make your system vulnerable.
PAGE 965
A-5 : Protecting Your Phone System Against Toll Fraud Securing your system against toll fraud User permissions Disallow security-risk permissions for all users except those individuals who really need them. You can change permissions for individual users by editing the user account.
PAGE 966
A-6 : Protecting Your Phone System Against Toll Fraud Securing your system against toll fraud The full list of country codes can be found in your phone book. The list is maintained by the ITU (International Telecommunication Union), a division of the United Nations. The ITU web site is http://www.itu.int and the most recently published list of country codes is available at http://www.itu.int/itudoc/itu-t/ob-lists/icc/e212_685.
PAGE 967
A-7 : Protecting Your Phone System Against Toll Fraud Securing your system against toll fraud Securing your phone system database Toll fraud typically involves “hacking” over phone lines instead of data hacking. However, the Wave database runs on a Windows server on your network and contains all permission settings and can be hacked at that level. It is always wise to keep your corporate network secure from unauthorized external access.
PAGE 968
Responding to toll fraud attempts A-8 : Protecting Your Phone System Against Toll Fraud Responding to toll fraud attempts If your phone system has been the target of toll fraud attempts, you can do the following: • Report Caller ID numbers and called numbers of fraudulent calls to your long distance carrier. Sometimes carriers can block certain numbers from calling you. • Report excessive toll fraud to your local FBI office.
PAGE 969
Appendix B B. Wave Software License Agreement End User Software License NOTICE: Please carefully read this End User Software License Agreement (this “EULA”) concerning your use of certain software that is owned or is provided under license by Vertical Communications, Inc., and was provided to you by Vertical Communications, Inc., or a subsidiary, affiliate or authorized dealer, distributor or other authorized sublicensor (hereafter, collectively, Vertical Communications, Inc.
PAGE 970
B-2 Appendix B: Wave Software License Agreement End User Software License 2. ADDITIONAL LICENSING REQUIREMENTS AND/OR USE RIGHTS. a. Specific Use. Vertical Communications, Inc. designed this System for a specific use. You may only use the Software for that use. You may not use the Software to support additional software programs or functions, other than utilities or similar software used solely for administration, performance enhancement and/or preventative maintenance of this System. b.
PAGE 971
B-3 Appendix B: Wave Software License Agreement End User Software License 3. SCOPE OF LICENSE. The Software is licensed, not sold. This agreement only gives you some rights to use the Software. Vertical Communications, Inc. and Microsoft reserve all other rights. Unless applicable law gives you more rights despite this limitation, you may use the Software only as expressly permitted in this agreement.
PAGE 972
End User Software License • B-4 Appendix B: Wave Software License Agreement BENCHMARK TESTING. The Software may contain the Microsoft .NET Framework. You may conduct internal benchmark testing of the .NET Framework component of the Software (".NET Component"). You may disclose the results of any benchmark test of the .
PAGE 973
End User Software License B-5 Appendix B: Wave Software License Agreement 6. PROOF OF LICENSE. If you acquired the Software on the System, or on a disc or other media, a genuine Certificate of Authenticity label with a genuine copy of the Software identifies licensed Software. To be valid, this label must be affixed to the System, or included on or in Vertical Communications, Inc.’s Software packaging. If you receive the label separately, it is not valid.
PAGE 974
End User Software License B-6 Appendix B: Wave Software License Agreement LIMITED MEDIA WARRANTY. Vertical Communications, Inc. warrants that any media on which the Software is recorded will be free from defects in materials and workmanship under normal use for a period of 90 days from the date the Software is shipped to reseller. If a defect in any such media should occur during this 90-day period, the media may be returned to Vertical and Vertical will replace the media without charge.
PAGE 975
Appendix C C. Third-party Software License Agreements APPENDIX CONTENTS XML parsing software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1 PuTTY executables and source code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3 WinSCP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-4 Wireshark . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PAGE 976
C-2 : “This product includes software developed by the Apache Software Foundation (http://www.apache.org/).” Alternately, this acknowledgment may appear in the software itself, if and wherever such third-party acknowledgments normally appear. 4. The names “Xerces” and “Apache Software Foundation” must not be used to endorse or promote products derived from this software without prior written permission. For written permission, please contact apache@apache.org. 5.
PAGE 977
C-3 : PuTTY executables and source code Refer to http://www.chiark.greenend.org.uk/~sgtatham/putty/licence.html. The PuTTY executables and source code are distributed under the MIT licence, which is similar in effect to the BSD licence. (This licence is Open Source certified and complies with the Debian Free Software Guidelines.) The precise licence text, as given in the About box and in the file LICENCE in the source distribution, is as follows: PuTTY is copyright 1997-2007 Simon Tatham.
PAGE 978
C-4 : In particular, anybody (even companies) can use PuTTY without restriction (even for commercial purposes) and owe nothing to me or anybody else. Also, apart from having to maintain the copyright notice and the licence text in derivative products, anybody (even companies) can adapt the PuTTY source code into their own programs and products (even commercial products) and owe nothing to me or anybody else.
PAGE 979
C-5 : Copyright (c) 1983, 1993 The Regents of the University of California. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. 2.
PAGE 980
C-6 : Permission to use, copy, modify, and distribute this software and its documentation for any purpose and without fee is hereby granted, provided that the above copyright notices appear in all copies and that both the above copyright notices and this permission notice appear in supporting documentation, and that the name of the University of Washington or The Leland Stanford Junior University not be used in advertising or publicity pertaining to distribution of the software without specific, written pr
PAGE 981
C-7 : All ownership and copyright of the images and icons included in the Software distribution remain the property of Jive Software and INCORS GmbH. Jive Software grants to you a nonexclusive, non-sublicensable right to use the icons royalty-free as part of Openfire. You may not lease, license or sub-license the icons, or a subset of the icons, or any modified icons to any third party. You may not incorporate them into your own software or design products.
PAGE 982
C-8 : When we speak of free software, we are referring to freedom, not price. Our General Public Licenses are designed to make sure that you have the freedom to distribute copies of free software (and charge for them if you wish), that you receive source code or can get it if you want it, that you can change the software or use pieces of it in new free programs, and that you know you can do these things.
PAGE 983
C-9 : The precise terms and conditions for copying, distribution and modification follow. TERMS AND CONDITIONS 0. Definitions. “This License” refers to version 3 of the GNU General Public License. “Copyright” also means copyright-like laws that apply to other kinds of works, such as semiconductor masks. “The Program” refers to any copyrightable work licensed under this License. Each licensee is addressed as “you”. “Licensees” and “recipients” may be individuals or organizations.
PAGE 984
C-10 : 1. Source Code. The “source code” for a work means the preferred form of the work for making modifications to it. “Object code” means any non-source form of a work. A “Standard Interface” means an interface that either is an official standard defined by a recognized standards body, or, in the case of interfaces specified for a particular programming language, one that is widely used among developers working in that language.
PAGE 985
C-11 : You may make, run and propagate covered works that you do not convey, without conditions so long as your license otherwise remains in force. You may convey covered works to others for the sole purpose of having them make modifications exclusively for you, or provide you with facilities for running those works, provided that you comply with the terms of this License in conveying all material for which you do not control copyright.
PAGE 986
C-12 : 5. Conveying Modified Source Versions. You may convey a work based on the Program, or the modifications to produce it from the Program, in the form of source code under the terms of section 4, provided that you also meet all of these conditions: a) The work must carry prominent notices stating that you modified it, and giving a relevant date. b) The work must carry prominent notices stating that it is released under this License and any conditions added under section 7.
PAGE 987
C-13 : b) Convey the object code in, or embodied in, a physical product (including a physical distribution medium), accompanied by a written offer, valid for at least three years and valid for as long as you offer spare parts or customer support for that product model, to give anyone who possesses the object code either (1) a copy of the Corresponding Source for all the software in the product that is covered by this License, on a durable physical medium customarily used for software interchange, for a pri
PAGE 988
C-14 : “Installation Information” for a User Product means any methods, procedures, authorization keys, or other information required to install and execute modified versions of a covered work in that User Product from a modified version of its Corresponding Source. The information must suffice to ensure that the continued functioning of the modified object code is in no case prevented or interfered with solely because modification has been made.
PAGE 989
C-15 : Notwithstanding any other provision of this License, for material you add to a covered work, you may (if authorized by the copyright holders of that material) supplement the terms of this License with terms: a) Disclaiming warranty or limiting liability differently from the terms of sections 15 and 16 of this License; or b) Requiring preservation of specified reasonable legal notices or author attributions in that material or in the Appropriate Legal Notices displayed by works containing it; or c) P
PAGE 990
C-16 : 8. Termination. You may not propagate or modify a covered work except as expressly provided under this License. Any attempt otherwise to propagate or modify it is void, and will automatically terminate your rights under this License (including any patent licenses granted under the third paragraph of section 11).
PAGE 991
C-17 : An “entity transaction” is a transaction transferring control of an organization, or substantially all assets of one, or subdividing an organization, or merging organizations.
PAGE 992
C-18 : If you convey a covered work, knowingly relying on a patent license, and the Corresponding Source of the work is not available for anyone to copy, free of charge and under the terms of this License, through a publicly available network server or other readily accessible means, then you must either (1) cause the Corresponding Source to be so available, or (2) arrange to deprive yourself of the benefit of the patent license for this particular work, or (3) arrange, in a manner consistent with the requ
PAGE 993
C-19 : 13. Use with the GNU Affero General Public License. Notwithstanding any other provision of this License, you have permission to link or combine any covered work with a work licensed under version 3 of the GNU Affero General Public License into a single combined work, and to convey the resulting work.
PAGE 994
C-20 : 16. Limitation of Liability.
PAGE 995
Appendix D Service Confirmation Letters and Provisioning Information Forms D. CHAPTER CONTENTS Sample trunk provisioning information form . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2 Sample trunk service confirmation letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PAGE 996
Sample trunk provisioning information form D-2 : Service Confirmation Letters and Provisioning Information Forms Sample trunk provisioning information form Trunk Group / Provisioning Information Form Customer Information NSR: 165151 Switch: OKLDCACNDC2 Customer Name: Vertical Communications Due Date: 05/15/08 Address: 3979 Freedom Circle, Suite 400 SNET DD: 05/15/08 City/State: Santa Clara, CA 95054-1203 Trunk Group Information TGN(s): 1478 Direction: 2WAY No.
PAGE 997
Sample trunk service confirmation letter D-3 : Service Confirmation Letters and Provisioning Information Forms Sample trunk service confirmation letter Your trunk confirmation letter from your service provider will contain information similar to that in the sample letter that follows.
PAGE 998
Release 2.
PAGE 999
Appendix E E. Wave Port Usage CHAPTER CONTENTS Wave Global Administrator port usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-1 IP telephony port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-2 WaveNet port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-3 Wave Add-on port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PAGE 1000
E- 2 Appendix E: Wave Port Usage IP telephony port usage IP telephony port usage This section describes ports used with IP telephony. For details on how to set up IP telephony on a Wave Server, see Chapter 6. Wave SIP port usage This section describes SIP ports usage. Port Type Receive On Transmit On Configurable Notes RTP UDP/dynamic (16384-18384) UDP/ Dependent on other endpoint No RTCP UDP/dynamic (16385-18385) UDP/ Dependent on other endpoint No SIP Station Transport Default = 5060.
PAGE 1001
E- 3 Appendix E: Wave Port Usage WaveNet port usage Receive on... Transmit to... RTP Voice Transport RTP UDP/dynamic (16384 - 18384) - not configurable UDP/Dependant on other endpoint RTCP UDP/dynamic (16385 - 16835) - not configurable UDP/Dependant on other endpoint 5060 - configurable to 5061 5060, 5061 SIP Transport UDP 65000 (used for music on hold) Aastra SIP port usage This section describes SIP ports usage with Aastra SIP phones.
PAGE 1002
E- 4 Appendix E: Wave Port Usage Wave Add-on port usage Note: In addition to the port described above, SIP ports are also required to support call routing and other communications between WaveNet nodes. See “Wave SIP port usage” on page E-2. Wave Add-on port usage This section describes port usage and configuration requirements for Wave Add-ons available at the time this manual was last updated. For information about other Wave Add-ons, see the documentation included with the Add-on.
PAGE 1003
E- 5 Appendix E: Wave Port Usage Wave Add-on port usage Wave Global Reporter port usage Source Source Port Destination Destination Port Application Notes Global Reporter Server TCP 1024-5000 Global Manager Server TCP 134 MSTDC Communication between Global Manager Server and Global Manager Agent. Note: This port is not opened if Global Manager and Global Reporter are installed on the same system.
PAGE 1004
Release 2.
PAGE 1005
Index Numbers 10-digit dialing, 7-6 192.168.205.
PAGE 1006
IX-2 allocating system resources, 23-44 Attendant digit, 29-3 allocating space for SQL Server database, 22-44 attendant hunt group, 10-41 always select primary first, 10-27 analog channels, 5-1 lines, 5-1 modules, 5-1 ports, 5-1 trunk groups, 5-1 trunks, 5-1 analog trunk ports customizing AC impedance settings, 5-18 ANI, 8-5, 16-6 applets dialog about, 2-6 exiting, 2-6 starting, 2-5 remote access about, 2-7 exiting, 2-9 list, 2-7 starting, 2-8 application hunt groups, 29-23 archiving recordings overvie
PAGE 1007
IX-3 Callback (Camp-on) digital phone feature button, 10-16 automatic system backup, 15-2 automatic trunking and routing, 25-3 callbacks setting default access codes for, 9-40 B backing up automatic, 15-2 downloading backup files, 23-22 system configuration, 15-1 backup routing, 30-9 beep on call recordings, 19-12 BFCV name service/feature for ISDN trunk service code table, 5-26 BFCV service/feature for ISDN trunk service code table, 5-26 binary facility coding value, 5-26 bluescreen buffer, 23-20 BRI m
PAGE 1008
IX-4 setting outbound for user, 11-21 call forwarding and voice mail, 11-64 call history in Call Log, 22-8 Call Log archiving, 22-11 configuring for a user, 11-20 exporting, 22-14 options for, 22-9 result codes for exported, 22-14 view, 22-4 viewing account codes, 20-12 calls associated with Organizations, 20-2 Call Monitor viewing account codes, 20-12 Call Classifier information, 26-23 call notification of new messages, 11-41 call park recall, 16-4 self park, 10-32 call pickup extension pickup, 16-5 group
PAGE 1009
IX-5 automatic route selection, 7-5, 9-1 destination access codes, 9-25, 9-28 home area code, 7-5, 7-6 ISDN settings, 9-22 least cost routing, 27-4 off-premise extensions, 9-22 outbound routing tables, 9-20 restrictions, 16-14 special digits table, 9-6, 9-45 settings, 5-13 signaling settings, 5-13 terminology, 27-1 trunk group settings, 5-13 channels, analog configuring, 5-13 ground start signaling, 5-17 loop start signaling, 5-17 signaling methods, 5-17 wink start signaling, 5-17 call routing, tandem, 8
PAGE 1010
IX-6 defining value for, 20-17 setting value for, 20-20 setting values for, 20-20 conference restrictions, 16-14, 29-21 configuring automatic phone relocation, 16-25 e-mail provider for Wave Mail, 11-30 instant messaging, 16-41 Operators for multiple Organizations, 20-8 Quad BRI module, 5-36 user’s Wave Mail mailbox, 11-34 customizing receive signal settings, 34-2 transmit signal settings, 34-2 D configuring WaveNet, 25-14 confirmation menu, before voice mail, 4-5 data connections, 5-1 connections, 5
PAGE 1011
IX-7 device timers, advanced digital trunk settings, 17-5 DHCP relays, 21-9, 30-18 diagnostic tools, accessing, 23-52 dial backup, 30-4 dial-by-name directory system settings for, 4-6 user entry in, 11-89 dial-in calls, 30-3 dialing restrictions, 29-13 dialing time-out, 16-13 dialing ViewPoint dial bar numbers exactly as dialed, 9-41 dial-on-demand calls, 30-3 dial-out calls, 30-3 Dial Plan view, 22-2 dial-up connections, 30-3 DID, 8-5, 29-16, 29-19 wink start, 29-17 digital cards, analog cards, 5-1 channe
PAGE 1012
IX-8 Transfer, 10-36 TRNS/CONF, 10-37 Unassigned, 10-37 User Forward, 10-38 Voice Call, 10-39 Volume Reset Override, 10-40 DNS client, 21-6, 30-18 Do Not Disturb digital phone feature button, 10-19 downgrading the Wave Server about, 23-17 digital phone receiving a page suppressing ringing, 3-11 downloading backups, 23-22 reports, 23-22 system files, 23-22 digital signal 1 (DS1) frames, 27-3 digital trunks and channels, 5-21 digit collection, 9-3, 9-27, 29-18 on outside lines, 5-9 DS0 Digital Access Cr
PAGE 1013
IX-9 email relay host, 3-5 external access codes, 29-3 emergency dialing, 9-43 EU systems, 9-43 North American systems, 9-43 external calls enabling call return for, 16-28 external system clock reference ISDN trunks, 5-27 emergency dialing support 911, 16-14 external system clock reference, ISDN trunks, 5-27 emergency numbers defining, 9-43 F enabling automatic phone relocation, 16-25 call return for external calls, 16-28 DSS/BLF updates when user’s phone is active on any line, 16-27 fax redirect,
PAGE 1014
IX-10 group, 5-10 ports, 30-14 protocols, 30-14 Group Pickup digital phone feature button, 10-20 SIP phone feature button, 10-20 firewall, 30-13 first digit table, 7-2 Flash digital phone feature button, 10-20 Groups view, 12-3 Flash behavior system-wide setting, 4-5 user setting, 11-59 H Headset digital phone feature button, 10-20 follow-me call forwarding, 11-64 forwarding and voice mail, 11-64 follow-me, 11-64 hiding items in tree structures, 2-11 forward-order circular hunt type, trunk groups,
PAGE 1015
IX-11 I guidelines for working with, 30-6 private, 30-7 public, 30-7 static for all network interfaces, 30-5 translation, 30-7 unregistered, 30-12 imitating a station on externally routed calls, 11-56 importing license file, 24-8 users via CSV file, 11-99 voice files, 2-21 IP telephony, 6-1 access profiles, 6-21 call destinations, 6-10, 9-22, 29-6 Caller ID, 6-12, 16-10 comfort noise, 6-44 DSP resources, 6-1 echo cancellation, 6-42 jitter buffer, 6-40 volume, 6-45 inbound, 29-16 inbound call routing, 2
PAGE 1016
IX-12 K key system emulation, 5-2 receive equalizer DSX parameter, 34-4 receive input threshold DSX parameter, 34-4 specify the receive input threshold level, 34-3 transmit pulse mask DSX parameter, 34-4 line coding, ISDN trunks, 5-28 L line impedance, 33-4 language packs, 33-1 languages, 33-3 lines, 5-1 local area codes, 7-6 least cost routing, 29-6 locale changing, 33-2 languages, 33-3 settings, 33-1 left-handed mouse users, 2-10 local exchange codes, 29-5, 29-10 license file importing, 24-8 l
PAGE 1017
IX-13 maximum phone capacity Wave IP 500, 11-3 memory use, 22-43 Message Waiting digital phone feature button, 10-24 SIP phone feature button, 10-24 message-waiting dial tone duration setting, 3-10 metrics OSPF, 30-9 RIP, 30-9 routing protocol, 30-9 Microsoft RRAS, 30-2 MP3, 22-32 MS Access query creating, 26-21 multiple call variant, outside lines, 29-26 music on hold enabling system-wide, 16-17 system port, 16-16 music-on-hold for a user, 11-78 music on hold, custom files for, 16-23 Music on Hold resour
PAGE 1018
IX-14 Operators configuring for multiple Organizations, 20-8 restoring after IODD, 23-4 Night Answer digital phone feature button, 10-25 options, setting for user, 11-2 night answer, 8-6 night answer key, 10-25 no answer forward, 10-44, 10-46 North American Numbering Plan, 5-9, 9-3, 9-27, 29-5 notifications scheduling, 11-42 setting business hours, 4-9 notification SNMP alarms, 23-37 NPI ISDN, system-wide settings, 17-13 ISDN trunk service code table, 5-25 Organizations about, 20-2 adding users via Org
PAGE 1019
IX-15 SIP phone feature button, 10-26 port resources, 6-1 pager notification of new messages, 11-39 ports, 27-2 password default for Wave system, 2-3, 35-2 expiration, 4-15 expiration options, 11-82 system settings for security, 4-13 ports, analog trunk, 27-3 password security enforcing, 4-13 minimum recommended settings, 4-13 passwords for system accounts, 3-8 performance report messages, 17-3 permanent connection, 30-4 permissions assigning to a user, 11-85 list of, 11-109 power supply for digital
PAGE 1020
IX-16 Q digital phone feature button, 10-31 reduce collisions with Central Office incall hunt group, 27-7 Quad BRI module configuring, 5-36 redundant array of independent disks (RAID), 15-6 Queue Status digital phone feature button, 10-29 related reading, 1-5 Release digital phone feature button, 10-31 R reminder beep on call recordings, 19-12 RAI alarm clear interval, advanced digital trunk settings, 17-5 RAID cautions, 15-10 clearing a disk, 23-38 cloning a disk, 23-39 configuration, 23-38 disk m
PAGE 1021
IX-17 S restoring network settings, 23-4 restoring system configuration, 23-1 sample trunk provisioning form, D-2 trunk service confirmation letter, D-3 Restrict digital phone feature button, 10-32 restrict network traffic, 30-10 reverse-circular trunk group hunt order, 5-7 Save/Repeat digital phone feature button, 10-32 reverse-linear trunk group hunt order, 5-7 scheduled call routing, 8-5 reverse order circular trunk groups hunt type, 27-9 reverse order linear trunk groups hunt type, 27-8 schedul
PAGE 1022
IX-18 service confirmation letters, D-1 service/feature for ISDN trunk service code table, 5-26 service identifier (SID), 5-26 service name for ISDN trunk service code table, 5-25 setting message-waiting dial tone duration, 3-10 system locale, 33-2 SMS, 15-12 settings database space, 22-11, 22-44 disk space, 22-11 recipient of Windows Event Log Notifications, 22-16 Shift digital phone feature button, 10-33 SID service/feature for ISDN trunk service code table, 5-26 signaling ground start for analog chann
PAGE 1023
IX-19 specify the receive input threshold level, custom line build out setting, 34-3 SQL Server database allocating space, 22-44 System Park digital phone feature button, 10-35 SIP phone feature button, 10-35 static routes, 30-10 protocols, 30-10 system ports in hunt groups, 29-23 IP telephony, 6-1 music on hold, 16-16 voice mail and AutoAttendant, 29-25 station hunt groups, 29-23 subnet, 30-2 subnet masks, working with, 30-6 subnets, 30-2 subscribed users viewing, 25-23 supervising calls system defaul
PAGE 1024
IX-20 TON ISDN, system-wide settings, 17-13 ISDN, trunk service code table, 5-26 password, 16-33 system traces, 23-19 tone set, 33-4 T TON name for ISDN trunk service code table, 5-26 T1.403 & TR54016 FDL protocol, advanced digital trunk settings, 17-3 T1.
PAGE 1025
IX-21 data traffic, 27-5 defaults, 27-5 DS0/Mux connection, 27-5 forward-order circular hunt type, 27-9 forward-order linear hunt type, 27-8 hunt type examples, 27-8 hunt types, 27-7 inbound, 8-1, 17-6 linear hunt order, 5-7, 27-7 naming, 5-2 outbound, 29-6 reverse-circular hunt order, 5-7, 27-7 reverse-linear hunt order, 5-7, 27-7 reverse-order circular hunt type, 27-9 reverse-order linear hunt type, 27-8 serial connection, 27-5 setting direction, 5-2 setting hunt order, 5-2 settings for channels, 5-13 se
PAGE 1026
IX-22 user mode, 5-27 trunk service confirmation letter sample, D-3 trunk statistics, 31-14 about the log, 31-18 about the report, 31-17 configuring start and end dates, 31-16 configuring time range, 31-16 generating the report, 31-15 trunk group header record, log, 31-19 trunk group record, log, 31-20 trunk header record, log, 31-22 trunk record, 31-22 trunk-to-trunk connections, 10-38 tunneling, 30-16 type of number (TON), 5-26 typographical conventions, 1-3 U users adding, 11-12 Admin, 11-3 clearing l
PAGE 1027
IX-23 status of licenses on system, 24-5 subscribed users, 25-23 viewing FDL messages, 17-3 Urgent, 11-37 Voice Mail Distribution Group about, 12-2 ViewPoint audio controls, 2-20 Navigation bar or view bar in, 11-90 voice message synchronization about, 11-27 ViewPoint dial bar dialing numbers exactly as dialed, 9-41 voice titles recording, 11-80 storage size for, 11-76 ViewPoint Groups adding members, 12-5 benefits of, 12-3 creating, 12-4 entering general information, 12-4 public and personal, define
PAGE 1028
Wave IP 500 maximum phone capacity, 11-3 power supply for digital phones, 11-4 WINS client, Wave as, 30-18 Wave Mail about, 11-26 configuring e-mail provider, 11-30 user’s Wave Mail mailbox, 11-34 requirements, 11-26 WaveNet about automatic trunking and routing, 25-3 publication and subscription, 25-3 users, 25-2 adding a Wave Server to the network, 25-14 and external dialing issues, 25-9 and off-premise extension issues, 25-9 and private networking issues, 25-10 configuring, 25-14 extension plan issues,