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Allworx System Administrator Guide - Version 8.0 - Acticor

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Allworx® System Administrator Guide Version 8.0 Updated 10/08/2015

Allworx® System Administrator Guide

Version 8.0

©2015 Allworx Corp, a Windstream company. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopy, recording, or otherwise without the prior written permission of Allworx Corp. Software in this product is Copyright 2015 Allworx Corp, a Windstream company, or its vendors. All rights are reserved. The software is protected by United States of America copyright laws and international treaty provisions applicable worldwide. Under such laws, the licensee is entitled to use the copy of the software incorporated with the instrument as intended in the operation of the product in which it is embedded. The software may not be copied, decompiled, reverse-engineered, disassembled, or otherwise reduced to human-perceivable form. This is not the sale of the software or any copy of the software; all right, title, ownership of the software remains with Allworx or its vendors.

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Allworx System Administrator Guide Version 8.0

Contents 1 - Introduction ............................................................................................................ 1 1.1 - Who Should Read this Guide .............................................................................................1 1.2 - Guide Organization ............................................................................................................2 1.3 - Equipment Requirements ...................................................................................................2 1.4 - Prerequisites ......................................................................................................................3 1.5 - Roles ..................................................................................................................................3

2 - Allworx Server Set Up ............................................................................................ 5 2.1 - Allworx System Software Compatibility ..............................................................................5 2.2 - Install and Configure the Allworx Server ............................................................................7

3 - Phone System ....................................................................................................... 11 Chapter 3 - Audit PIN Code ................................................................................. 13 Chapter 4 - Auto Attendants ............................................................................... 15 4.1 - Setup Checklist ................................................................................................................15 4.2 - Configure the Auto Attendant ...........................................................................................15 4.3 - Record Auto Attendant Greetings and Messages ............................................................18 4.4 - Assign the Auto Attendant to an Outside Line .................................................................20

Chapter 5 - Call Park ............................................................................................ 21 Chapter 6 - Call Queues/ACD .............................................................................. 23 6.1 - Setup Checklist ................................................................................................................24 6.2 - Set Up A Call Queue: Ring All .........................................................................................24 6.3 - Set Up An Automated Call Distribution Queue ................................................................25 6.4 - Manage Call Queues / ACD .............................................................................................25 6.5 - Manage Call Supervision .................................................................................................28 6.6 - Manage Calls to Route to a Call Queue ...........................................................................28 6.7 - Route a Call using Auto Attendant to a Call Queue .........................................................28 6.8 - Display Queue Statistics ..................................................................................................29 6.8.1 - Display Queue Statistics Report ..............................................................................29 6.8.2 - Display Live Calls ....................................................................................................29 6.9 - Record Queue Greetings and Messages .........................................................................29 6.10 - Import Greetings and Messages ....................................................................................30

Chapter 7 - Conference Center ........................................................................... 31 1-866-ALLWORX * 585-421-3850 www.allworx.com Revised: 09/17/2015

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Table of Contents

Chapter 8 - Contact Information ......................................................................... 33 Chapter 9 - Dial Plan ............................................................................................ 35 9.1 - Setup Checklist ................................................................................................................35 9.2 - Manage the Internal Extension Length ............................................................................35 9.3 - Manage Internal Dial Plan ................................................................................................37 9.4 - Manage Service Groups ..................................................................................................38 9.4.1 - Configure Remote Sites as Services .......................................................................39 9.4.2 - Configure Service Groups / Handset Outside Line Restrictions ..............................39 9.5 - Manage External Dialing Rules ........................................................................................39 9.5.1 - Manage the North American Numbering Plan Administration (NANPA) ..................40 9.5.2 - Manage the Home Area Code Requirements ..........................................................41 9.5.3 - Select the Automatic Route .....................................................................................41 9.5.4 - Manage the Emergency Number Rules ...................................................................43 9.5.5 - Manage the Services ...............................................................................................44 9.6 - Manage Dialing Privileges Groups ...................................................................................44

Chapter 10 - Emergency Alerts and Caller ID .................................................... 49 10.1 - Emergency Alerts ...........................................................................................................49 10.2 - Manage Emergency Handset Caller ID ..........................................................................50 10.3 - Assign the Emergency Caller IDs ...................................................................................51

Chapter 11 - Extensions ...................................................................................... 53 11.1 - Add New Extension ........................................................................................................53 11.2 - Perform a Search ...........................................................................................................54 11.3 - Manage the Description .................................................................................................54 11.4 - Manage Call Routes .......................................................................................................54 11.5 - Delete an Extension .......................................................................................................56

Chapter 12 - Handsets ......................................................................................... 57 12.1 - Manage Analog Handsets ..............................................................................................57 12.2 - Manage Handsets ..........................................................................................................59 12.3 - Manage Allworx Handsets ..............................................................................................61 12.4 - Manage the Programmable Function Keys (PFKs) ........................................................63 12.5 - Manage Handset Preference Groups .............................................................................68 12.6 - Manage Handset Templates ..........................................................................................74 12.7 - Access Phone Web Administration ................................................................................77 12.7.1 - Connect Allworx Desk Phones to the Allworx Server LAN ....................................78 12.7.2 - Manage DHCP IP Addressing ...............................................................................78 12.7.3 - Manage Static IP Addressing ................................................................................79 Page iv

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12.8 - Manage VLAN Settings ..................................................................................................79 12.8.1 - Create On-phone Archive Profile ...........................................................................80 12.8.2 - Install with Plug and Play .......................................................................................81 12.9 - Test the Phones .............................................................................................................82

Chapter 13 - Languages ...................................................................................... 83 13.1 - Install the Language Pack ..............................................................................................84 13.2 - Manage the Language Settings .....................................................................................84

Chapter 14 - Message Aliases ............................................................................ 87 14.1 - Access Voicemail and Email Messages .........................................................................87 14.2 - Manage Message Aliases .............................................................................................87 14.3 - Avoid Common Mistakes in Forwarding Messages .......................................................88

Chapter 15 - Music On Hold ................................................................................ 91 15.1 - Filename Requirements .................................................................................................91 15.2 - Manage the Music On Hold ............................................................................................92

Chapter 16 - Outside Lines .................................................................................. 93 16.1 - Manage Anonymous Call Handling ................................................................................93 16.2 - Manage Analog Central Office (CO) Lines .....................................................................94 16.3 - Manage Direct Inward Dial (DID) Blocks ........................................................................96 16.4 - Manage SIP Proxies and SIP Gateways ........................................................................98 16.5 - Manage Enterprise Dialing ...........................................................................................102 16.5.1 - Configure the Allworx Enterprise Client ...............................................................102 16.5.2 - Configure the Central Hub / Enterprise Server ....................................................102 16.6 - Manage Digital Lines ....................................................................................................104 16.6.1 - Restrictions ..........................................................................................................105 16.6.2 - Configure the Digital Lines ...................................................................................105 16.6.3 - Allworx Port Expanders .......................................................................................109

Chapter 17 - Paging ........................................................................................... 111 17.1 - Manage Paging Amplifier / Door Release Relay ..........................................................111 17.2 - Manage Paging Zones .................................................................................................111

Chapter 18 - Ring Groups .................................................................................. 113 Chapter 19 - Roles ............................................................................................. 115 19.1 - Manage the User Roles ...............................................................................................115 19.2 - Role Permissions .........................................................................................................116

Chapter 20 - Schedules ..................................................................................... 123 1-866-ALLWORX * 585-421-3850 www.allworx.com Revised: 09/17/2015

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20.1 - Manage the Greetings ..................................................................................................123 20.2 - Manage the Schedules ................................................................................................123

Chapter 21 - Shared Call Appearance .............................................................. 127 21.1 - Setup Checklist ............................................................................................................128 21.2 - Manage Shared Call Appearances ..............................................................................128 21.3 - Assign Shared Call Appearance Programmable Function Keys (PFKs) ......................129 21.4 - Define Call Routes .......................................................................................................129

Chapter 22 - Speed Dial ..................................................................................... 131 Chapter 23 - Users ............................................................................................. 133 23.1 - Setup Checklist ............................................................................................................133 23.2 - Manage Users ..............................................................................................................133 23.3 - Delete User Messages or Recordings ..........................................................................136 23.4 - Wipe Existing User Remote Devices ............................................................................137 23.5 - Manage User Templates ..............................................................................................137 23.6 - Define Password Requirements ...................................................................................142

4 - Network ............................................................................................................... 143 Chapter 24 - Configuration ................................................................................ 145 Chapter 25 - Digital Lines .................................................................................. 149 Chapter 26 - Multi-Site ....................................................................................... 153 26.1 - Setup Checklist ............................................................................................................153 26.2 - Manage the Multi-Site Network ....................................................................................153

Chapter 27 - Px Expanders and Remote Phones ............................................ 157 27.1 - Setup Checklist ............................................................................................................157 27.2 - Manage the Px Expander .............................................................................................158 27.3 - Manage FXO and FXS Ports .......................................................................................159 27.4 - Phone/Px Expander behind a Third-Party Firewall ......................................................159 27.5 - Change the Network Settings ......................................................................................160 27.6 - Devices Behind a Firewall ............................................................................................161 27.6.1 - Multiple Remote Devices behind the Same Firewall ............................................161 27.6.2 - Different Remote Site Phones, Each with a Firewall ...........................................162 27.7 - Paging with Remote Phones ........................................................................................162

Chapter 28 - Static Routes ................................................................................ 163 Chapter 29 - Virtual Private Network (VPN) ..................................................... 165 Page vi

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5 - Servers ................................................................................................................ 167 Chapter 30 - DHCP ............................................................................................. 169 30.1 - Manage the DHCP Server ...........................................................................................169 30.2 - Delete a Known Host ...................................................................................................169

Chapter 31 - DNS ................................................................................................ 171 Chapter 32 - Email .............................................................................................. 173 Chapter 33 - Reach Link .................................................................................... 177 Chapter 34 - SNMP Server ................................................................................. 179 Chapter 35 - VoIP Server ................................................................................... 181 Chapter 36 - Web Server ................................................................................... 183 6 - Reports ................................................................................................................ 187 Chapter 37 - About ............................................................................................. 189 Chapter 38 - Allworx View ................................................................................. 191 Chapter 39 - Auto Notification .......................................................................... 193 Chapter 40 - Call Details .................................................................................... 195 Chapter 41 - Configuration ................................................................................ 197 Chapter 42 - Digital Lines .................................................................................. 199 Chapter 43 - Live Calls ...................................................................................... 201 Chapter 44 - Resource Summary ...................................................................... 203 Chapter 45 - System Events .............................................................................. 205 Chapter 46 - Users ............................................................................................. 207 7 - Maintenance ........................................................................................................ 209 Chapter 47 - Backup .......................................................................................... 211 Chapter 48 - Custom Recordings ..................................................................... 213 Chapter 49 - Feature Keys ................................................................................. 217 49.1 - Manage Reach Handset Licenses ...............................................................................220 49.2 - Manage Generic SIP Handset Licenses ......................................................................221 49.3 - Manage the Interact Professional Licenses .................................................................222

Chapter 50 - Import/Export ................................................................................ 225 1-866-ALLWORX * 585-421-3850 www.allworx.com Revised: 09/17/2015

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Chapter 51 - Registration .................................................................................. 229 Chapter 52 - Restart / Shutdown ...................................................................... 231 52.1 - Restart the Allworx Server and/or Allworx Phones .......................................................231 52.2 - Perform a Restore using Allworx OfficeSafe ................................................................232

Chapter 53 - Time ............................................................................................... 235 Chapter 54 - Tools .............................................................................................. 237 54.1 - Network Diagnostics .....................................................................................................237 54.2 - Syslog - System Events ...............................................................................................237 54.3 - Allworx Technical Support Server ................................................................................238 54.4 - Advanced Troubleshooting ..........................................................................................238

Chapter 55 - Update ........................................................................................... 241 Appendix A - Abbreviations ................................................................................... 243

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Allworx System Administrator Guide Version 8.0

Part 1 Introduction The Allworx System Software Version 8.0 is an application for Allworx administrators to configure and manage Allworx servers with the following settings: • • • • •

Phone System Network Servers Reports Maintenance

The Allworx server web administration interface has built-in descriptions, help, and tips on many of its pages. Additional documents related to Allworx System Software and Allworx applications: • • • • • • • • • •

Allworx User’s Guide, Release 8.0 Allworx System Software Release Notes, Release 8.0 Allworx Advanced Multi-Site Guide, Release 8.0 Allworx Phone Guides Multi-Tech FaxFinder Setup Application Notes 8.0 Allworx SNMP User’s Guide Allworx Interact and Interact Professional User’s Guide Allworx Reach User’s Guide Allworx OfficeSafe Operations Guide Allworx View Installation Guide

These publications as well as System Administrator’s Guides for Releases 7.7 and lower are available on the Allworx Partner Portal (www.allworxportal.com).

1.1

Who Should Read this Guide

This guide is for Allworx administrators that: • • •

install and maintain Allworx servers. understand computer networking and basic telephony. completed the Allworx Partner technical training.

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Section 1 - Introduction

1.2

Guide Organization

The Allworx Server Administrator’s Guide describes: • •



1.3

requirements necessary to perform the operations described within the document. steps necessary to install, log in, and configure the Allworx server. To view the mounting, electrical connections, and input/out accessories of the Allworx server, see the Allworx Server Installation Guide specific to the Allworx server model. steps necessary to manage each web administration page to configure the Allworx server. Each web administration page is a separate chapter within this document.

Equipment Requirements

The table below is a complete list of equipment and requirements necessary to perform all operations identified in this Administrator’s Guide. Equipment

Requirements

PC

• Running OS (with latest service pack). • Windows 7 32-bit SP1

• Windows 8/8.1 32-bit

• Windows 10 32-bit

• Windows 7 64-bit SP1 • Windows 8/8.1 64-bit • RAM minimum: 2 GB. • Monitor resolution: 1024 x 768 (XGA). • Internet connection.

• Windows 10 64-bit

Allworx server

• Allworx System Software Version 8.0. • Administration permissions and passwords for each Allworx server. • IP Address or DNS name of each Allworx server.

Allworx Partner Portal

• Login permissions and password.

Supported Web Browsers

• • • •

Allworx Server Installation Guide

The guide is specific to the Allworx server model that describes the mounting, electrical connections, and input/output accessories of the Allworx Server. This guide is available at: http:// allworxportal.com/.

Allworx System User Guide

The guide is specific to My Allworx Manager and describes the features within the application. This guide is available at: http://allworxportal.com/.

Allworx Multi-Site Guide

The guide describes the advanced set up configurations for multi-site networks. This guide is available at: http://allworxportal.com/.

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Microsoft Edge Microsoft Internet Explorer 11 (latest release with auto upgrade enabled). Google Chrome (Latest Release). Mozilla Firefox (Latest Release).

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1.4

Prerequisites

Each chapter of this document includes a Prerequisites table: Access Permissions

Identifies features that users with assigned roles can access and manage. The Allworx Server Administrator can assign roles to a specific user on the Phone System > Users page. See “Roles” on page 3 for more information.

Required Feature Key

Identifies add-on features that are available as a separate purchase from the base feature set for Allworx servers. See “Feature Keys” on page 217 for more information.

1.5

Roles

The available user roles include: •

Server Administrator: predefined system administrator with access to manage all functions of the server. The Allworx Server Administrator assigns roles, manages the server administrative functions, manages day-to-day phone system settings, manages the network and VoIP settings, and initiates system backups and/or restarts.



System Administrator: access to manage the administrative functions of the server. The user permission setting does not enable this role to change the password of the Allworx Server Administrator. However, the Allworx Server Administrator can change the password of the System Administrator.



Phone Administrator: access to manage day-to-day phone system settings including changes to system recordings as well as adding, changing, and deleting users, extensions, and handsets.



Network Administrator: access to manage the Network and VoIP settings, as well as SIP proxies and SIP gateways outside lines.



Support Technician: access to initiate system backups and restarts as well as managing logging operations. Note:

To enable one user to have roles on different servers in a multi-site network, the Allworx administrator must create separate user accounts for the user on each server, and then assign the roles on each server. Use different usernames for each user account.

Note:

The Allworx administrator can assign users to manage queue and Auto Attendant recordings. See “User Template Settings” on page 138 for more information.

Note:

The Allworx administrator can assign users to manage individual queue settings or queue supervisor. See “User Template Settings” on page 138 for more information.

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Section 1 - Introduction

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Part 2 Allworx Server Set Up The Allworx Server Set Up section describes the installation and configuration procedures for the Allworx server. Additionally, this section describes the Allworx System Software compatibility of each Allworx server.

2.1

Prerequisites Access Permissions

Allworx Server Administrator Allworx System Administrator

Feature Key Required

No

Allworx System Software Compatibility Allworx Server Model 6x12

6x

24x

48x

System Software 7.7 and lower

X

X

X

X

System Software 8.0

X

X

X

X

Connect Server Model 320

324

530

536

731

X

X

X

X

X

X

X

X

X

X

2

2

3

3

3

Allworx System Software

Hardware Support Enhanced Diagnostic Port Network Ports

2

2

2

2

External USB Disk Drive Support

X

X

X

X

Microsoft Internet Explorer 11

X

X

X

X

X

X

X

X

X

Google Chrome (latest version)

X

X

X

X

X

X

X

X

X

Mozilla Firefox (latest version)

X

X

X

X

X

X

X

X

X

Microsoft Edge

X

X

X

X

X

X

X

X

X

Activation Required

X

X

X

X

X

Reach Link1

X

X

X

X

X

Secure Web Page Access

X

X

X

X

X

Enhanced Codec Support

X

X

X

X

X

SIP-Video Pass-Through 3

X

X

X

X

X

Supported Web Browser

Allworx System Software 8.0 Support

PPPoE

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X

X

X

X

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Section 2 - Allworx Server Set Up

Allworx Server Model

Connect Server Model

6x12

6x

24x

48x

320

324

530

536

731

FXO Ports

6

6

3

3

0

4

0

6

2

FXS Ports

5

5

2

2

2

2

2

2

2

1

2

0

0

0

0

1

Allworx Server Features

T1 Ports2 Base Users

12

30

24

48

12

12

30

30

30

Maximum Users1

12

60

250

250

20

20

50

50

180

Maximum Handsets

24

120

500

500

40

40

100

100

360

12

12

30

30

60

Maximum External Calls4 Conference Bridges1

1

1

4

4

1

1

1

1

4

Maximum Total Bridge Users

8

8

8

8

8

8

8

8

30

16

16

32

64

12

12

30

30

60

8

8

16

16

12

12

30

30

60

Maximum Number of Queues1

10

10

10

10

10

10

10

10

10

Automatic Call Distribution1

No

Yes

Yes

Yes

No

No

Yes

Yes

Yes

Auto Attendant Ports

9

9

9

9

4

4

8

8

16

Multi-Site Controller1

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

99

99

99

99

99

99

99

99

Maximum Calls in All Queues1 Maximum Calls per Queue1

Maximum Servers in a Multi-Site Network Maximum Multi-Site System Extensions5

1000

1000

1000

1000

1000

1000

1000

1000

1000

Maximum Multi-Site Users5

1000

1000

1000

1000

1000

1000

1000

1000

1000

8

8

16

16

4

4

8

8

15

Voicemail Ports

1

Requires an Allworx software feature key. Feature key not required on the Allworx 24x server. 3 A SIP endpoint that supports video can register with the Allworx Connect server, and it supports negotiation of video calls with that device. The Allworx Connect server supports up to two video sessions and one audio session per call. The Allworx Connect server supported codecs are: H263, H264, and MP4V-ES. 4 The total external SIP calls are limited to the Maximum External Calls less any TDM (FXO ports and T1 channels) lines configured. 5 The total number of Multi-Site Users and Multi-Site System Extensions varies upon the maximum users licensed on each Allworx server. 2

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2.2

Install and Configure the Allworx Server

To install the Allworx server: 1. Use the Allworx Server Installation Guide for mounting, electrical connections, and optional input/output accessories specific to the Allworx server model. 2.

3.

Plug the PC into the server LAN port (ETH0 on Connect servers), and set up the network interface on the PC to obtain an IP address automatically (using DHCP). OS

Instruction

Windows 7

1. Click Start and navigate to the Control Panel. 2. Locate View by: select Small Icons from the drop-down list. 3. Double-click Network and Sharing Center. 4. Click Change adapter settings in the left column. 5. Right-click Local Area Connection > Properties. NOTE: For wireless computers, select Wireless Network Connection > Properties. 6. Click Internet Protocol Version 4 (TCP/IPv4) > Properties. 7. Click Obtain an IP Address automatically and Obtain DNS server address automatically. 8. Click OK to save the changes.

Windows 8

1. 2. 3. 4. 5.

Click Start and navigate to the Control Panel. In the search box, type adapter. Click Network and Sharing Center, and then click View network connections. Locate and right-click the connection to change, and then click Properties. (Optional) If prompted, enter the administrator credentials and confirm. Click the Networking tab, and then click Internet Protocol Version 4 (TCP/IPv4) or Internet Protocol Version 6 (TCP/IPv6) > Properties. Specify the address settings: IPv4

Click Obtain an IP address automatically, and then click OK.

IP v6

Click Obtain an IPv6 address automatically, and then click OK.

Verify the PC has an IP address on the 192.168.2.x network. It may be necessary to release and renew the IP address on the PC to get an address from the server. a.

Click Start and type cmd in the Search field. A command window opens.

b.

Type the following to clear the PC current IP settings: ipconfig /release

c.

Press enter to clear the PC current IP settings.

d.

Type the following to obtain a new IP Address: ipconfig /renew

e.

Press enter.

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Section 2 - Allworx Server Set Up

4.

Use a web browser via the LAN interface on TCP port 8080 (8443 on Connect servers) to access the administrative interface of the Allworx server. Enter: Server

URL

Allworx 6x, 6x12, 24x, 48x server

http://192.168.2.254:8080

Connect servers*

http://192.168.2.254:8443

* Entering a URL of http://192.168.2.254:8080 redirects to http://192.168.2.254:8443.

5.

Log in to the web admin page using admin as the username and password. The Allworx server admin page displays the factory default settings at first log in and displays the customized settings with any subsequent log in. The server is ready for configuration.

To configure the Allworx server: 1. Log in to the web admin page using admin as the username and password. 2.

Locate the left side of the web admin page and click Install Checklist.

3.

Follow the order of the steps of the Install Checklist for a successful configuration. Check the box on the web admin page next to each step to avoid duplication. The Install Checklist table below links to the appropriate System Administrator’s Guide chapter to configure the server.

Install Checklist Step

Description

Allworx Server Admin Guide Link

1

Set time on server.

“Time” on page 235

2

24x, 48x,and Connect 731 servers only: Program Digital Lines. If connected to T1 interface(s), configure the system to match the settings obtained from the service provider.

“Digital Lines” on page 149

3

Program Network configuration: 1. Network Mode 2. VLAN settings 3. Public Interface 4. Gateway 5. Server Host Name 6. Domain Name 7. Firewall Settings

“Configuration” on page 145

4

Enable/Disable DHCP server.

“DHCP” on page 169

5

Set DNS server addresses.

“DNS” on page 171

6

Optional: Configure Port Expanders

“Px Expanders and Remote Phones” on page 157

7

Enable VPN, if required.

“Virtual Private Network (VPN)” on page 165

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Step

Description

Allworx Server Admin Guide Link

8

Restart server for settings to take effect. NOTE: After restarting the server, close this window, and then re-open it after logging into the server.

“Restart / Shutdown” on page 231

9

Activate server with Portal, if required.

“Registration” on page 229

10

Download/enter the required Feature Keys.

“Feature Keys” on page 217

11

Update the Allworx server to the latest software release, if required.

“Update” on page 241

12

Optional: Configure use of Primary and Secondary Languages.

“Languages” on page 83

13

Define the Internal Extension Length and Internal Dial Plan.

“Manage the Internal Extension Length” on page 35 “To manage the Internal Dial Plan:” on page 37

14

Add users. Associate handsets to users, if available.

“Manage Users” on page 133

15

Add handsets. Add the Analog and SIP Handsets using Plug and Play or manual programming. Once programmed, check the phone by dialing #7 from any Auto Attendant Main Menu.

“Manage Analog Handsets” on page 57 “Manage Handsets” on page 59

16

If live answering inbound calls, create a system extension and preferred call routes. Use a Ring Group if live answer with line appearances on Allworx handsets is required. If different sets of handsets need to ring depending on the incoming line, give a descriptive name to a Ring Group, create an extension for each incoming line, and route the call to the Ring Group.; Configure the Allworx handsets later to use the Ring Group(s) defined in this step.

“Add New Extension” on page 53 “Ring Groups” on page 113

17

Define additional system extensions used for routing to groups or places such as conference rooms.

“Add New Extension” on page 53

18

Optional: Create and define Call Queues

“Call Queues/ACD” on page 23

19

Optional: Define Paging Zones. Define the Paging Zones, add Line Out or Handsets to the required zones.

“Paging” on page 111

20

Add/Configure Outside Lines to phone system (standard FXO loops, SIP Gateways, SIP Proxies). Enable line appearances, if required and define call routes.

“Outside Lines” on page 93

21

Configure Allworx handsets by defining the programmable function keys (PFKs).

“Manage the Programmable Function Keys (PFKs)” on page 63

22

Optional: Save the Allworx handset configuration as a template, and then apply to remaining Allworx handsets. Modify individual handset configurations as required.

“Manage Handset Templates” on page 74

23

Program operator route (0).

“Manage Call Routes” on page 54

24

Record Auto Attendant and Call Queue prompts, if required.

“Custom Recordings” on page 213

25

Set the Dial Plan for the system. Create special Service Groups, if required, and then define the Dialing Rules.

“Dial Plan” on page 35

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Section 2 - Allworx Server Set Up

Step

Description

Allworx Server Admin Guide Link

26

Check handset permissions to access outside resources, if required.

“Handsets” on page 57

27

Enter business contact information and schedules.

“Contact Information” on page 33 “Schedules” on page 123

28

Check system: 1. Make 3 to 4 inbound calls (e.g., use cell phone to call the Allworx server). 2. Make outbound local and long distance calls to several area codes.

N/A

29

Configure Email server. 1. Leave incoming WAN email forwarding disabled, unless server is within firewall! 2. Enter alternate email domains. 3. Enter spam blocking services (e.g., spamhaus.org)

“Email” on page 173

30

Enable VPN for additional users, if required.

“Manage Users” on page 133

31

Create aliases for email/voicemail distribution lists.

“Message Aliases” on page 87

32

Set up and perform a backup using OfficeSafe

“Backup” on page 211

33

Deliver user documentation (Welcome sheet, Allworx User’s Guide, and Allworx Phone Guides) and conduct basic training for each user.

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Part 3 Phone System The Phone System sections describe the setup and management of the Allworx server specific to the business requirements.Each chapter explains: • • •

necessary access permissions and feature keys, necessary equipment to perform the procedure, and necessary procedures to manage the Allworx server feature.

The various Phone System pages on the server web admin site enable the Allworx administrator to set up, configure, and manage the settings of the following features: • • • • • • • • • • • • • • • • • • • • •

Audit PIN Codes Auto Attendants Call Park Call Queues / ACD Conference Center Contact Information Dial Plan Emergency Caller ID Extensions Handsets Languages Message Aliases Music On Hold Outside Lines Paging Ring Groups Roles Schedules Shared Call Appearances Speed Dial Users

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Chapter 3

Audit PIN Code

Audit PIN Code supports call tagging and controls outside line access.

Prerequisites

Example:

Access Permissions

Allworx Server Administrator Allworx System Administrator Phone Administrator role

Feature Key Required

No

A company charges customers for the tolls and time spent on each call. To use tagging to properly bill each customer: •

The Allworx administrator assigns each project a unique PIN code.



The phone user dials 781 + + to access the outside line to work with the customer.



The Accounting Department uses the PIN code from the call records to bill each customer.

To specify the number of digits and the service group used by the Audit PIN Code, see “Manage the Services” on page 44 for more information. To manage an Audit PIN code: 1. Log in to the Allworx server admin page, navigate to Phone System > Audit PIN Codes, and locate the Audit PIN Codes section. 2.

Click one of the following links: add new PIN code

Enter the new PIN code and description in the respective fields, and then Click Add to save the changes or Cancel to disregard the request. To change the PIN code length, see “Manage the Services” on page 44

Modify

Change the current PIN code and description. Click Update to save the changes or Cancel to disregard the request.

Delete

The server removes the PIN code from the list. 1. Confirm this is the PIN code to remove. 2. Click Delete to remove the user from the list or Cancel to disregard the change.

To enable or disable the Audit PIN Code Verification: 1. Log in to the Allworx server admin page, navigate to Phone System > Audit PIN Codes. 2.

Locate the Audit Pin Code Configuration section and click modify.

1. Extensions may vary per system. If using a non-default Internal Dial Plan, consult the My Allworx Manager Phone Functions tab to determine what extensions to use for the corresponding feature. 1-866-ALLWORX * 585-421-3850 www.allworx.com Revised: 09/17/2015

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3.

4.

Select one of the following options from the drop-down list: Enabled

The Allworx server verifies that the PIN code is the correct length and loaded in the PIN code list on the Allworx server.

Disabled

The Allworx server only checks for the correct PIN code length.

Click the Update button to save changes or Cancel to disregard the request.

Click here to return to the “Install Checklist” .

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Chapter 4

Auto Attendants

Auto Attendants answer incoming calls automatically, and then directs the callers to the appropriate person or department using the dial-by-name or company phone directory.

Prerequisites Access Permissions

Allworx Server Administrator Allworx System Administrator Phone Administrator role

Each Auto Attendant supports the Open and Feature Key No Closed greeting and up to seven custom Required greetings and one custom message for each Auto Attendant with a length limit of 15 minutes per greeting or message. Users with permissions to record and manage custom Auto Attendant greetings and messages and can assign each Auto Attendant to a different schedule. The Allworx server supports up to nine Auto Attendants. Example: use one Auto Attendant to answer calls for Sales and another Auto Attendant to answer calls for Support. Each Auto Attendant plays a greeting specific to the assigned department.

4.1

Setup Checklist

Follow the order of the steps to successfully setup the Auto Attendant. Step

Description

Installation Guide Link

1

Configure the Auto Attendant.

2

Create an extension and/or assign the Auto Attendant to an outside line, and then update the call route to the Auto Attendant.

“Extensions” on page 53 or “Manage Analog Central Office (CO) Lines” on page 94

3

Record the custom greetings and messages for each Auto Attendant.

“Record Auto Attendant Greetings and Messages” on page 18

4

Configure the Auto Attendant greetings to change, per time of day.

“Schedules” on page 123

4.2

“Configure the Auto Attendant” on page 15

Configure the Auto Attendant

To configure an Auto Attendant: 1. Log in to the Allworx server admin page, navigate to Phone System > Auto Attendants. The Auto Attendants display with the assigned extension (431 to 4391) and Auto Attendant number.

1. Extensions may vary per system. If using a non-default Internal Dial Plan, consult the My Allworx Manager Phone Functions tab to determine what extensions to use for the corresponding feature. 1-866-ALLWORX * 585-421-3850 www.allworx.com Revised: 09/17/2015

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2.

3.

Locate the Auto Attendant and click the additional information arrow of the following links:

, if necessary. Click one

modify

Change the Auto Attendant configuration. Select the settings to update in the drop-down list. See “Auto Attendant Configuration Settings” on page 16 for more settings information.

reset

Change the configuration to the factory defaults. Select an option: • Reset to default settings, but keep all custom recordings • Delete all custom recordings • Reset to default settings AND delete all custom recordings Click Reset to update the settings or Cancel to leave the settings as is.

Click Update to save the settings or Cancel to disregard the request.

Auto Attendant Configuration Settings Features and Prompts Description

Enter description of the Auto Attendant.

Schedule

Select the schedule created for switching greetings. See “Schedules” on page 123 for more information.

Include Remote Users

For multi-site networks - includes users from other sites in Dial-By-Name. • Enabled • Disabled (Default)

Dial-By-Name Menu (#1)

Enable callers to select an Allworx user by typing the user’s name based on the setting in the Dial-By-Name Spell Option field. • Enabled • Disabled (Default)

Dial-By-Name Prompt

Prompt: Press 1 to dial by name. • Do not play • Play (Default)

Dial-By-Name Spell Options

Select the spelling method for the Dial-By-Name option. • spell first or last name • spell last name • spell first name

Dial-By Directory Menu (#2)

Enable the caller to listen to a list of users and extensions, and then enter an extension. • Disabled • Enabled (Default) Note: The system automatically disables Dial-By-Directory if there are more than 50 users assigned to the Auto Attendant

Dial-By-Directory Prompt

Prompt: Press 2 for a listing of all users and extensions. • Do not play • Play (default) Note: The system automatically disables Dial-By-Directory if there are more than 50 users assigned to the Auto Attendant.

Dial-By-Directory List Order

Controls the order in which the directory is spoken. • List in extension order • List in name order

Dial It Now Prompt

Prompt: If you know your party's extension you may dial it now. • Do not play • Play (default)

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Allworx System Administrator Guide Version 8.0 Repeat Menu Behavior

Identifies what repeats when requested by the caller. • replay Custom Message only • replay Greeting Only • replay Greeting and Custom Message

Repeat Options Prompt

Prompt: Press * to listen to these choices again. • Do not play • Play (default)

Speed Dial Numbers (support for dialing 350-399, 34000-34999* from main menu) (listed as *250-*299 AND *24000-*24999) • Allowed • Not Allowed (default) Day Mode Menu Shortcuts

Identifies if users can dial the Menu Shortcuts in Day or Night Mode for each Auto Attendant. • Allowed (default) • Not Allowed

Night Mode Menu Shortcuts Day Mode Internal Call Restriction Night Mode Internal Call Restriction

After

Restricts what internal calls can be made from each Auto Attendant based on the day mode. • Auto Attendant Default - blocks all calls except the following (examples are from the Default Dial Plan, 3-digit, not using extension mode): • Operator (x0) • Conference Center (x408) • Other Auto Attendants (x400, x43n) • Call Queues (x44n) • Message Center (x404) • User and System Extensions (x1nn, x2nn) • Speed Dial 3 and 5 digits (x350-300, x34nnn) • Leave a message (x3 + user extension) • Message Center for user (x6 + user extension) • Select the number of seconds (1 to 15) with no input, and then indicate the next step. • Replay Menu • Transfer to . • Transfer caller to extension