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PBXpress Admin Guide

PBXpress Admin Guide

Copyright notice & disclaimers


Copyright (c) 2004-2005 PBXpress Communications Inc. All rights
reserved.

PBXpress Admin Guide


V.1.2.3 March 2005

Please address your comments and suggestions to: Sales Department,


PBXpress Communications Inc., Westwood Corporate Centre, Suite 200,
2963 Glen Drive; Coquitlam, BC V3B 2P7 Canada

Changes may be made periodically to the information in this publication.


Such changes will be incorporated in new editions of the guide. The
software described in this document is furnished under a license
agreement, and may be used or copied only in accordance with the terms
thereof. It is against the law to copy the software on any other medium,
except as specifically provided in the license agreement. The licensee may
make one copy of the software for backup purposes. No part of this
publication may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopied,
recorded or otherwise, without a written permission from PBXpress
Communications Inc.

The software license and limited warranty for the accompanying product
are set forth in the information package supplied with the product, and
are incorporated herein by this reference. If you cannot locate the
software license, please, contact your PBXpress Representative for a copy.

All product names mentioned in this manual are for identification


purposes only, and are either trademarks or registered trademarks of their
respective owners.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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PBXpress Admin Guide

Table of contents ........................................................................


Preface ............................................................................................................................ 3
Introduction .............................................................................................4

Usage scenarios ......................................................................................6


PSTN call fail-over....................................................................................................... 6
Network bridging ......................................................................................................... 6
Internal network only ................................................................................................ 8
PBX replacement – without outgoing VoIP........................................................ 9
Call recording box ..................................................................................................... 10
Hardware setup......................................................................................11
Networking setup ...................................................................................................... 11
Phone lines .................................................................................................................. 14
Power cable ................................................................................................................. 15
Check that PBXpress has obtained an IP address......................................... 15
System concepts ................................................................................... 16
Administrator interface............................................................................................ 16
IP PBX............................................................................................................................ 16
Call recording.............................................................................................................. 21
Voicemail ...................................................................................................................... 22
PSTN interface cards................................................................................................ 22
System configuration .......................................................................... 23
Using the admin web interface ............................................................................ 23
System configuration ............................................................................................... 27
Using the system .................................................................................. 66
Monitoring call records ............................................................................................ 67
Moving old call records to the backup storage............................................... 71
Checking voicemail messages............................................................................... 75
Using PBX features from an IP phone ............................................................... 81
Frequently Asked Questions.............................................................. 84

Appendixes ............................................................................................. 86
Appendix A - Glossary ............................................................................................. 86
Appendix B – Supported IP phones and analog phone adaptors............ 89
Appendix C – Auto-configured IP phones and adaptors............................. 92

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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PBXpress Admin Guide

Preface
This document provides general information about PBXpress VoIP PBX
as well as installation and configuration instructions.

Where to get the latest version of this guide


The online copy of this guide is always up-to-date, integrating the latest
changes to the product. You can access the latest copy of this guide at:
www.pbxpress.com/docs.

Conventions
This publication uses the following conventions:
ƒ Commands and keywords are in boldface
ƒ Terminal sessions, console screens, or system file names are displayed
in fixed width font

Caution means ‘reader, be careful!’ You are capable of doing something


that might result in program malfunction or loss of data.
NOTE: Means reader take note. Notes contain helpful suggestions or references to
materials not contained in this manual.
Timesaver means the described action saves time. You can save time by
performing the action described in the paragraph.

Tips Means the following information might help you solve a problem.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Introduction

Introduction
Let’s answer these simple questions before we proceed.
What is PBX?
PBX (Private Branch Exchange) is a phone switch for your office
organization. It connects phones inside of your office with the rest of the
world, and allows you to reach John by just dialing 501, etc. Yes, it is that
strange box which stands somewhere in the dark room, has a lot of cables
connected to it, and most people in your organization have no idea how
to change something in it.
What is PBXpress?
PBXpress is a modern day replacement for the traditional PBX systems.
Instead of dealing with the wires, it utilizes Internet technologies.
Notably, it uses VoIP (voice over IP) technology to transmit calls.
What are the benefits?
• Reduced hardware costs. PBXpress runs on the standard PC
platform, which is much cheaper than the specialized PBX
equipment
• Easy deployment and scalability. With the traditional PBX you
need to have a physical wire from the PBX box to the phone on
your desk. What if during the building construction only one pair
of cables was installed going into your room, and now you need
three phone lines? What if four of your employees are sitting not
in your main office building, but in the sales center several blocks
away? What if you want to use your phone while on a business
trip? With IP-based PBXpress all of the above is not a problem at
all. You just need network connectivity to be able to use the
phone service
• Huge cost savings on the long-distance and international phone
calls. With PBXpress you can utilize any of the many available
VoIP carriers to terminate calls to them. In just one minute you
can start forwarding calls to a Moscow-based company in Russia
that cost only $0.05/min, still keeping Packet8 as your carrier for
most of your international destinations and Qwest as your
provider for local calls.
• Easy to manage. No need to do PBX programming using console
interface and cryptic language according to think manual -
everything is web based.
• Ability to record all of the phone conversations. Worried about
who made all these calls to the Dominican Republic? Wish you
had some record of your previous verbal agreement with the

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Introduction

vendor? Would like to analyze if your new sale person does the
right thing on the phone? Not a problem - PBXpress can record
every conversation made through it, and store it on a CD-ROM or
DVD-ROM in the format which can be played on any computer.
• Integrated voicemail and auto-attendant, music on hold
• ACD – automatic call distribution queues
• Solution for networks with firewall/NAT. You tried to use service
from a residential VoIP company in your office before, but cannot
get any audio? The most likely reason for this is that your firewall
is too strict and does not allow network traffic to pass. PBXpress
can work as a bridge across the firewall for VoIP calls, eliminating
such problems.
• Integration with the external billing system via RADIUS.
PBXpress supports standard Cisco VSA attributes for VoIP calls,
so it can send call information to an external billing solution (for
example, PortaBilling100
www.portaone.com/products/billing/index.html) for further call
processing/rating.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Usage scenarios

Usage scenarios

PSTN call fail-over


Internet reliability is a very important issue when using VoIP. PBXpress
offers risk-free approach to it. PBXpress has an interface to your local
PSTN line, so if an outgoing call via IP fails, that call will be automatically
routed via your existing PSTN line. This is transparent for your end users,
so the worst case scenario (no Internet connectivity is available for VoIP
calls at all) when using PBXpress is exactly what you have right now,
when the local telco is used for outgoing calls.

Network bridging
You have an office network and a firewall, which protects it.
Unfortunately, it looks like the firewall blocks VoIP UDP traffic, so when
you try to call somebody, you hear one way audio, and people cannot call
you at all. At the present moment you are not able to change firewall
configuration (it is either not possible, e.g. firewall is built into your
router, or your network administrator is unsure how to do this, or there is
some other reason).
PBXpress offers an easy solution to this problem: it has two network
interfaces. One of them will be connected to your LAN (Intranet), so
there will be no restrictions on the traffic between the PBXpress and an
IP phone. The other interface will be assigned a public IP address and
connected to WAN (Internet) – so again, there will be no restrictions on
the traffic between PBXpress and the remote gateway or an IP Phone.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Usage scenarios

When the call is made, PBXpress will maintain two separate calls:
• Between an IP phone on your network and PBXpress;
• Between PBXpress and the remote party,
and bridge them together.
The main point of concern when migrating to the VoIP technology is
reliability. Yes, it is nice to save a few pennies on each call, but what if
because your Internet line was down you did not make an important call
and did not close a deal for $100,000? PBXpress allows you to start using
VoIP without loosing reliability. PBXpress will be connected to your
existing PSTN lines (or some of them). If for some reason it is not
possible to establish an outgoing call via the IP – it will use one of the
available PSTN lines! So the worst-case scenario involving VoIP is
basically equal to what you have right now. And of course, when your
Internet connection is up (and normally it is up most of the time) it means
savings. Plus, coming back to the “missed important call”, it seems to be
something from the past. PBXpress can take an incoming call and
forward it to your IP phone anywhere: in your office, at your home, or to
your notebook with the WiFi connection.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Usage scenarios

Internal network only


The fact that there is some box which has access to both internal and
external network might raise concern of your security administrator. And
even if PBXpress box runs Unix, supplied in the secure configuration and
is pretty difficult to break into, it is better to be safe than sorry.

In this case PBXpress will be installed with the LAN connection only (of
course then you have to make sure that your firewall allows VoIP
communication between it and outside VoIP carriers). Everything which
is said in the previous chapter remains true: you can still use PSTN lines if
your Internet service is down. With this method you can still make
outgoing calls to the VoIP carriers and even receive incoming calls from
them.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Usage scenarios

PBX replacement – without outgoing VoIP


Even if you are not ready to start saving on outgoing VoIP calls at this
moment – you still may find PBXpress extremely useful. If you looking
for a PBX for a new office – why not use PBXpress instead of the
traditional PBX? You do not have high-speed Internet in your office at
the moment – but perhaps you should prepare for tomorrow, when you
will have one?

You get solution which is:


• Cost-efficient
• Extensible
• Provides call recording capabilities
• VoIP ready – after you get your Internet connection, you can send
outgoing calls via IP with just a few mouse clicks, which decreases
your costs substantially

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Usage scenarios

Call recording box


Okay, so you definitely decided to keep your nice and expensive legacy
PBX box for now. Even in this case, there is a place where you can use
PBXpress quite efficiently. For instance, you can extend you existing PBX
with the call recording capability. Just install PBXpress between your PBX
and actual telephony lines, and every incoming or outgoing call will be
recorded.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Hardware setup

Hardware setup
Unpack PBXpress from the box and follow further instructions in this
chapter.

Networking setup
Consult the Usage scenarios chapter above and decide on the deployment
scheme for the PBXpress.

Network bridging
1. Plug the USB Ethernet dongle into first available USB port using
the USB cable as shown below

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Hardware setup

2. Plug the WAN cable into the USB dongle as shown below

3. Plug the WAN Ethernet cable into a USB Ethernet dongle.


4. Plug the LAN Ethernet cable into an on-board Ethernet socket.

5. Install phone connectors according to instructions in the next


chapter

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Hardware setup

Internal network only


1. Plug the LAN Ethernet cable into an on-board Ethernet socket.

2. Install phone connectors according to instructions in the next


chapter

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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Hardware setup

Phone lines
PBXpress F200, 2 FXO

Use two upper ports


PBXpress F400, 4 FXO

Use all available ports

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


14
Hardware setup

Power cable
Connect the power cable as shown on the picture below

Check that PBXpress has obtained an IP


address
Upon successful connection to the DHCP server on your LAN PBXpress
will obtain an IP address, and this address will be displayed on the LCD

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System concepts

System concepts
PBXpress consists of several components:
• Administrator web interface – something you will use to
manage the system
• IP PBX
• Call recording engine and call records
• Voicemail web interface

Administrator interface
Easy to use, accessible from any platform where a modern Internet
browser is available, the Administration Interface allows you to:
• Change the system’s global parameters (e.g. public IP address)
• Auto-detect and provision individual IP phones
• Configure connections to external carriers, where you can
terminate calls to
• Browse call log history, listen to recorded conversations
• Manage backup of the call records on CD-ROM or DVD-ROM
There are two modes for the administrator interface: express and
advanced.
• In the express mode, web interface contains only basic
configuration screens, necessary to start using the service. The
express mode is used by default.
• In the advanced mode, you have access to all the features and
configuration options.

IP PBX
PBXpress includes a SIP server with many features. SIP stands for
Session Initiation Protocol, this is a protocol used by different elements of
your VoIP network to communicate between each other. SIP server
provides several functions:

List of IP phone registrations


When Peter dials David’s number, David’s phone should start ringing and
when David answers – they should be connected together. It is easy to do
it with the analog PBX: Some time ago it was entered into PBX
configuration that Peter’s phone is connected to the cable is slot #25, and
David’s phone is attached to the cable in slot #46. So when Peter calls

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System concepts

David, it is just a question of connecting these wires. If David decided to


move to another office or there is some other change – it requires PBX
re-programming and perhaps re-installing the physical phone wires in
your office.
With the IP, there is no physical connection between the user’s IP phone
and PBXpress. David can take his phone and connect it in another office
or in the meeting room. Or tomorrow, due to re-organization, you might
completely re-design your office network. All this does not matter, as long
as there is a working IP network between user-user’s IP phone and the
SIP server. When the David’s IP phone goes online, it connects to the
SIP server and informs SIP server about its current location (IP address).
SIP server remembers this information – and now it knows where the call
should be routed to if somebody calls David.

Number translation
It is the SIP server’s responsibility to know that if John dialed 304, it is the
abbreviated number for David, so the call should go there. So the list of
number extensions (abbreviated dialing) is maintained only once, inside of
the PBXpress – no need to enter it into every individual IP phone.

Call routing
So somebody tries to call Prague, the Czech Republic. Should the call go
over IP to Packet8, or over IP to iConnectHere, or is it better just to use
our existing PSTN line? This is going to be decided by the SIP server
based on your connection settings.

List of completed/uncompleted calls


Each call attempt is stored, so later you can see who made this call, when
the call was made and to which destination.

Dialing rules
In the modern telephony world, the same phone number may be dialed
differently, depending on the customer’s habits or a carrier being used.
For instance, when dialing a phone number within the Czech Republic,
the number will be dialed as 0016041234567. The same number will be
dialed as 16041234567 within the United States.
PBXpress dialing rules allow the user to easily describe the numbering
format which should be used by specifying important parameters such as
international dialing prefix and such. After that, PBXpress will be able to
automatically perform a conversion of the phone number into the correct
format.

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System concepts

Connections
Connections define how the PBXpress system is connected to the other
telephone (VoIP or PSTN) networks. There are two types of connections,
depending on which protocol is being used to carry the call: VoIP and
PSTN. For instance, if PBXpress is sending some calls via FXO ports to
the local telco, and some calls over IP to the VoIP carrier – there should
be two connections in the configuration, with PSTN and VoIP type
respectively.
Accounts
Accounts are only applicable to VoIP connections. Since a VoIP carrier
usually requires your VoIP box to authenticate itself in order to prevent
service abuse – these credentials must be entered into PBXpress
configuration
Outgoing caller ID
The caller identification includes two fields:
• CLI (ANI) number – phone number of the caller, e.g.
16045211234
• Display name (caller info) – usually first and last names, or a
business name, identifying the caller
When somebody makes a call from an IP phone, information such as
phone number or identification string “John Doe” is passed along with
other call information, and is visible to the called party. It works OK
while you are making calls between phones in your organization, but the
carrier may apply certain restrictions. In this case, it may be necessary to
alter the caller info information before sending the call to the carrier. For
instance, if you have a single phone line from the telco, all outgoing calls
made via this line from IP phones should have the same CLI (ANI)
number, the one which was assigned to you by the operator.
Dialing rules
Since different carriers may require the phone number to be sent to them
in the different format (e.g. call to Seattle going via PSTN to Qwest
should be dialed as 123-4567, but a call to the same number going via
SuperPacket VoIP should be dialed as 206-123-4567) - dialing rules must
be used to ensure that PBXpress converts the number properly.
Out routing
Defines which calls should be dialed via the particular connection. For
example, calls to the USA and Canada should be terminated via PSTN
connection to the local telco, and all international calls must be terminated
to the low-cost VoIP carrier. This is defined by specifying set of phone
prefixes for each connection. For instance, phone prefix “420*” on the
connection “Nextra CZ” means that every phone number which starts

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System concepts

with 420 will go to this carrier. As a result, all calls to the Czech Republic
will be terminated to this carrier.
Please note that the prefixes are specified in the E.164 format – so the
phone number starts with the country code, then area code and then the
actual number. So the phone prefix for Washingon D.C. is 1202* and not
202*! (202* is in fact a prefix for Cairo, Egypt)
Multiple connections and fail-over
It is possible that in order to provide stable voice service, you will have
several available voice carriers for the same destination. For example for
the vendor SuperPacket VoIP you have specified prefix 420* (Czech
Republic) and for the vendor Call4Less you have specified prefix 4202*
(Czech Republic, Prague), as shown below.

What happens now if somebody dials 42021234567? PBXpress will find a


connection with the best matching prefix. In our example above it would
be a Call4Less vendor, since it has a 4-digit prefix match compared to 3-
digit prefix match of the SuperPacket VoIP. In case if several connection
have exactly same prefix, as shown on the next picture, the call be routed
to the connection with the higher preference.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System concepts

Preferences are specified as positive numbers, so preference “5” for some


connection means more preferred route comparing to the other
connection with preference “3”.
Also, it is possible to active a certain connection as a “backup” one. It
means that if the call could not be terminated via one of the connections
according to prefix specification, it will go via the backup one. This allows
you to easily configure situations such as “if VoIP carrier fails, send calls
via our office phone like” without having to put multiple prefixes in the
telco connection configuration.
In routing
In routing defines to which IP phone (or phones) the incoming calls will be
connected to. So the incoming call to your office line #1 will ring on all
phones of people from the sales department, and office line #2 will be
forwarded to Joe’s personal phone.

Music on hold
When during the call one party places the other on hold – you may
configure PBXpress to play music for the party on hold. You can upload
your own music files and provide some entertainment for the waiting
caller instead of the silence.

Queues
Queue is a logic group of the extensions (IP phones) for the purposes of
ACD (automatic call distribution). For example, if there are five persons
working in the sales department and each one of them has an IP phone –
it is highly desirable to transparently route incoming calls to any available
phones in the sales department.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System concepts

In addition to specifying which phones are included in the queue, you


should also specify in which fashion PBXpress should apply ringing to
available extensions. It is possible to do:
• Simultaneous ringing on all the phones, which belong to the
queue (ringall). The first phone that answers will be connected.
• Ring one extension at a time. If that extension does not answer
within the specified time interval – ring the next extension. The
order in which extensions will be dialed in this case may be
controlled by:
o Extensions are tried in order in which they are defined
(roundrobbin). For example, if the queue is defined as
consisting of extensions 101, 102 and 103 – PBXpress will
first ring the 101 extension, then 102 and then 103.
o The list of extensions is sorted by the time when the
extension received a call in the ascending order
(leastrecent). So extensions which received the call the
longest time ago, will be on top of the list.
o The list of extensions is sorted by the number of calls
previously received by each extension in the ascending
order (fewestcalls). So extensions, which received the
least number of calls will be on top of the list.
o List of extensions is randomly shuffled for every new
incoming call (random), so it will be different every time
and cannot be foreseen

Call recording
Every call which passes through PBXpress is recorded into the sound file
on the internal hard drive. After that, you can browse the call records and
listen to the conversations online.
But even if the storage capacity of PBXpress is big, still it is limited. So
the solution is to periodically move the old records to the external media,
such as CD-ROM or DVD-ROM and free up the space for recording
new calls. Each backup set is assigned its own unique ID. So if you can
still listen to the call which was made several months ago and is not
available on the PBXpress internal storage anymore. You will be
prompted to insert the CD or DVD with the required ID into the drive,
and PBXpress will retrieve the necessary file automatically.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System concepts

Voicemail
When the certain extension is not available or not answering – instead of
just dropping the call, the caller may be given an option to leave a
message. After that, the called party will be informed that there is a new
message available, he or she can retrieve this message and take the
appropriate actions
Message waiting indicator (MWI)
User will see directly on his/her phone that there is a new message
available. The actual representation depends on the phone model – it may
be an envelope picture on the LCD, or a special dial-tone or something
else.
Email notification
When the new voice message arrives, either a short notification or a
complete voice message (as a .WAV sound file in the email attachment)
can be forwarded to the user’s external email (e.g. on your company’s
email server)
Retrieving voice messages
User can listen to his/her voice messages by:
• Dialing a voicemail access number from his/her IP phone
• Logging into the voicemail web interface from his/her PC

PSTN interface cards


In case if we cannot deliver the call over the Internet, PBXpress can use
your existing PSTN lines to complete the call. SIP server is an IP-based
solution, so in order to interface with the PSTN network, additional
hardware modules will be installed into PBXpress. The type of these
modules (ports) depends on the phone lines you currently have:
• FXO (Foreign Office Exchange) – this is a port where you can
connect you normal telephone line (the one where you used to
have your analog phone plugged into). So if your office used to
have several phone lines from your local telco operator – you can
connect them to PBXpress, and PBXpress will utilize them.
• T1/E1 – this is a connection when a single set of physical wires
can carry many simultaneous calls. Normally, it is available for
larger companies and big phone switches.
PBXpress is supplied in several configurations, with different PSTN
interface cards to accommodate your needs.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


22
System configuration

System configuration
Using the admin web interface

Navigation on the admin web interface


All PBXpress admin screens look similar. On the top, there is a list of tabs
(e.g. System, Extensions, etc.), they define different parts of the system
configuration. To switch between the tabs, simply click on the name of
the required tab.
When the certain tab is selected, you will see in the left column a list of
different configuration screens (Status, WAN, LAN etc., see the picture
below). To switch between configuration screens, just click on the button
with its name.

NOTE: If you have changed something on the screen make sure you press Apply
before going to another configuration screen.

Adding new records


Normally, when you open some form, it is in the mode for creating a new
record. Enter required values in the available fields and then press Apply
button to save changes.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System configuration

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System configuration

Editing the existing record


As described earlier, when you enter some form, it is in the “add new
mode”. If there are some existing records, you will see them in the table at
the bottom of the screen. To edit a certain record, click on the Edit
icon next to it.

Press Apply button to save your changes.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System configuration

Deleting the existing record


When you see a list of available records, there is a Delete icon in the
leftmost column. This icon allows you to delete a specific record. If the
record cannot be deleted because it is referenced by another configuration
element – the Delete icon will be absent.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


26
System configuration

System configuration
Connect internal network interface PBXpress to your LAN, make sure
that there is a DHCP server available. Turn the PBXpress on, wait until it
will finish booting up. The PBXpress IP address will be visible on the
LCD display, as shown below:
Now, on the PC connected to the same LAN, open your web browser
and type http://<IP>, where <IP> is the IP address you saw on the LCD
display (see more about this in the Check that PBXpress has obtained an IP
address section on the Hardware setup part). Admin interface is protected by
a password. The default User name is “admin” and the Password is
“admin” as well.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System configuration

After that you will see PBXpress admin main menu.

The following chapter gives you a detailed description of all the options,
available in the Advanced mode, please, switch to the advanced mode by
clicking on the Advanced button, so your PBXpress screen will be similar
to the one below. Consult the PBXpress Quick Start Guide for
description of the Express mode.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System configuration

General configuration

Status
This is a read-only page which provides information about the current
status of the network parameters.

WAN configuration
Press WAN button on the left side to access the configuration menu for
the public (Internet) network interface.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System configuration

The values for IP, Net mask, Default Gateway and DNS servers
should be provided to you by your ISP or network administrator. Press
Apply button after you have entered all of the values.
LAN configuration
Usually, PBXpress will get an IP address for the internal network interface
using your existing DHCP server, so the default settings are fine. Press the
LAN button to review the current configuration or change configuration
parameters if necessary.

Time synchronization configuration


In order to maintain correct call connect/disconnect times, PBXpress
server must synchronize its internal clock with the other servers on the
Internet. The default settings are probably suitable for most of the users.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


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System configuration

Administrator access options


This section controls access to the PBXpress administrator interface.

• User section. Here you can change the User Name and Password
used to access the admin interface.
NOTE: Make sure you remember the new User Name and Password after you
change them.
• Remote management section. If you would like to access
PBXpress admin interface not only from your internal network
(LAN), but also from other computers on the Internet (e.g., from
you home DSL line) you may enable remote management (it is
turned off by default, so admin interface is only accessible from
the internal network). It is highly recommended to list IP
addresses of all hosts allowed to access admin interface in the IP
Access List field. Then if an intruder (even knowing the
username and password) will try to access the system from his/her
computer, such attempt will be rejected.
• LCD management section. Controls if you are allowed to do
simple administration tasks via the LCD display and command
buttons located directly on the PBXpress box.
• Factory Reset section. Enter Factory Reset in the Confirm field
and press the Reset button to clear the current PBXpress
configuration and start the system configuration from the very
beginning.

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System configuration

Prompts
Here you can manage a set of voice prompts to be played to the calling
(or called) party. For instance, you can play the announcement that the
call may be recorded.

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System configuration

There are several pre-configured voice prompts supplied with the system
and you may upload your own ones. When uploading a custom prompt,
you can give it a short name and specify the path to the original sound file
on your workstation. It is highly recommended to type the full prompt’s
text into the Text field, so it will be stored in the database.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


33
System configuration

AAA - Interface to the external RADIUS server


PBXpress may connect to the external RADIUS server for the purposes
of the call authorization and accounting.

Field Description
RADIUS section
Server Host Hostname of the RADIUS server. If you are using a
hostname, make sure it is correctly registered in the
DNS. Otherwise, use the IP address.
Authentication Port on which the RADIUS server is listening to the
Port authentication requests. 1812 is the default port
according to the new RFC, some older servers may use
port 1645.
Accounting Port on which the RADIUS server is listening to the
Port accounting requests. 1813 is the default port according
to the new RFC, some older servers may use port 1646.
Secret RADIUS secret key, make sure the value you enter
there matches the one specified in the RADIUS server
configuration.
Number of How many times PBXpress will try to re-send every
retransmits RADIUS request in case if no response is received from
the RADIUS server.
Retransmit How long PBXpress will wait for the response from the
Interval, sec. RADIUS server before the next retransmit attempt.
RADIUS Which network interface (LAN or WAN) shall be used
source to send RADIUS requests
interface

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System configuration

Field Description
Accounting section
Accounting Controls the way accounting packages are sent to the
RADIUS server
• None – disable call accounting
• Start-Stop – send one accounting immediately
when the call is connected (start accounting)
and another one when the call is disconnected
(stop accounting)
• Stop-Only – send one accounting record, when
the call is completed (disconnected).
Alive Enable While the call is in progress, periodically send keep-alive
RADIUS requests, informing the RADIUS server about
the current call status.
Alive Interval, How often keep-alive packages should be sent.
sec.
NOTE: Call authentication and authorization are not currently supported.

PBX
Here you may configure parameters for the PBX features, such as
voicemail system or call parking.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


35
System configuration

Field Description
Access Which number should be dialed from an IP phone in
number order to listen to the user’s voice messages
Ringing Default timeout parameter. If the call is not answered
timeout, .sec within this interval, the call is forwarded to the
voicemail. Please, note that this parameter is only used
for calls between extensions. For the incoming calls
timeout parameter is defined in the connection’s In
routing settings.
SMTP Relay If your users would like to receive notifications about
Host new voice messages, PBXpress must be able to deliver
notification emails to external mail servers (e.g.,
gmail.com). The best way to do this is to forward these
emails through your company’s mail server or via your
ISP’s mail server. Put name of this server here.
PBXpress When sending such notification emails, PBXpress must
Hostname include information about itself in the email. Please,
make sure the name you assign to it (e.g.,
pbxpress.mydomain.com) is properly registered in the
DNS.
Extension Call park extension (700 by default). If the call is
transferred to this extension, it will be parked. The first
parked call will be assigned this extension number
increased by one (701 in the default configuration), the
second will get an extension number increased by two
(702), and so forth. You will hear the number of the
actual parked extension after you make a transfer. 20
simultaneous parked calls are supported, so you cannot
overlap the call parking extension range with the normal
extensions, i.e. in the example above you cannot have
extension 710.
Timeout, sec. How long the call may remain parked, before it will be
returned back to the party, who parked the call.

Extensions - phone extensions configuration

Extensions
Extensions are abbreviated numbers for your IP phones. So when
somebody needs to call John, they can just dial 121 instead of his full
number. Here you can manage the list of the available extensions – add
new entries, edit or delete existing ones.

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System configuration

You need to create an extension for every person in your organization


who will use an IP phone.
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37
System configuration

Column Description
Status • Empty – this extension is not assigned to any
phone, or the phone with this extension is
currently off-line
• - this extension is blocked.
• - this extension is provisioned on the phone,
this phone is currently online, so this extension
can send and receive calls
VM • Empty – voice mail is disabled for this
extension
• - voice mail is activated (by default it is
activated for every new extension)
Extension # Abbreviated number (extension) for this user
Phone # Complete phone number for this user
Display Name Name of the user
IP If the phone is currently online – IP address of the
phone
User Agent Type of IP phone currently used

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38
System configuration

Browser configuration for pop-ups (Internet Explorer)


NOTE: In order to make sure that auto configuration works properly, please, ensure
that pop-ups are allowed for this web site in your browser.
Should you see the message similar to the one below:

Right click on the warning text and choose “Allow Pop-ups from this
side”:

Browser configuration for pop-ups (Mozilla)

Mozilla/Netscape users may see a message similar to the one below. Click
No, so the pop-ups will be allowed.

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39
System configuration

Phones
Usually, when putting IP phones on your network, you need to configure
each one of them individually before they can be used. PBXpress allows
you to substantially simplify this process. You can now simply connect IP
phones to your LAN in the default factory configuration. PBXpress will
be able to detect and configure all of them automatically.

Specify the starting and ending IP (in most cases the provided default
values are ok) and press Search.

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40
System configuration

You will see a list of IP phones which were detected on your internal
network. Notice, that since these phones are not yet configured, they are
marked as unregistered. Now, you can assign one of the phone extensions
to the IP phone (or to the specific port on it). PBXpress will update the
phone configuration, so it will be registered to your server.

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41
System configuration

Press Close button in order to close the popup window and return to the
phone configuration screen. PBXpress will re-scan the network and
display the current status of phones.
Note that during the IP phone configuration another popup window will
be opened. This window will contain additional information about this IP
phone model. You will see an information screen similar to the one
below.

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42
System configuration

In case the configuration of the IP phone is password protected, you will


be prompted to enter it (you can also store it in the PBXpress for future
usage).

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43
System configuration

After you configure several IP phones, you can go back to the list of
extensions (click on the List button on the left). Extensions which are
registered to the server at the moment will have the green status light :

IP phone firmware version


If during the IP phone detection PBXpress will detect that one of the
phones is currently using too old firmware (which may have known bugs
or may not have all the required features) you will see a warning icon,
as shown below.

Please consult the IP phone information page (popup window which


appear during the phone configuration) to find out which firmware
version is recommended

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44
System configuration

Dialing rules
Around the world, people dial phone numbers differently. For instance, if
Jan lives in Prague, the Czech Republic, and his home phone is 23456789,
his friend John from Canada will have to dial his number as
01142023456789, his partner Hans from Germany will dial it as
0042023456789 and his girlfriend Zuzana will just dial 23456789.
If migrating to the IP telephony technology will bring the necessity to
train every user to dial the phone numbers in a new fashion, this will
overcomplicate the migration process. PBXpress allows any company
around the world to use their preferred dialing format, so nothing is going
to change for the end user.
On the dialing rules configuration screen, you can specify parameters, so
the system will know how to interpret dialed phone numbers.

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45
System configuration

Most of parameters here are self-explanatory, but if confused, you may


load and learn the example settings provided. Also note the Check
Yourself area – verify that the system “guessed” correctly the way you
dial phone numbers.
Field Description
Your country Country E.164 prefix, e.g. 1 for US & Canada or 420
code for the Czech Republic
Your area Code of the area or city where your phone belongs to.
code(s) If there is more than one area code which is considered
to be local (as for instance area codes 604 and 778 in
Vancouver, BC) enter all of them, separated by comma
Include area If checked, it means that you always dial the number
code including the area code, even when dialing within your
“local” area. For instance, even being within 604 area
code and dialing a local number, you still must dial 604
NNN-NNNN
Prefix for Dial (if applicable) to get an outside line (e.g., when
accessing the using some office PBX systems you first must dial 0 and
outside phone then the actual number)
network
Prefix for Dial before the phone number when dialing domestic
domestic calls long-distance. (E.g., 1 in the USA & Canada, 0 in many
European countries)
International Dial before the phone number when making an
dialing prefix international call. (E.g. 011 in the USA & Canada, 00 in
many European countries)
Exceptions Comma-separated list of the special numbers. These
numbers will not be treated according to the dialing
rules, but rather processed “as-is”. For example if you
setup that you are in the US (country code 1) and 206
area code and the user dials 911 on his phone – the
system should not convert this number into something
like 1206911 – the number should stay 911.
NOTE: You must configure proper routing in the connections for the exceptional
numbers in order for your users to actually reach the destination (e.g. emergency
response team).

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46
System configuration

Recording
You can turn on or off call recording for the calls between different IP
phones on your network (by default is on), and choose who will be
notified about the fact that the call is recorded – and which
announcement (one of those defined in the System/Prompts section)
will be used.

Field Description
Enabled Turn on or off the call recording (for the calls between
extensions)
Calling Party Notify the caller before the conversation starts that the
call will be recorded
Called Party Notify the recipient of the call
Type Which voice prompt should be used for the call
recording announcement

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47
System configuration

Music on Hold
This screen defines what should be played if during the call between two
extensions, one party was put on hold. Choose one of the pre-defined
voice prompts (NO MUSIC means that nothing will be played) and press
Apply.

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48
System configuration

Voicemail
When an incoming call to some extension is not answered, it will be
forwarded to the voicemail so the caller may leave a message.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


49
System configuration

Field Description
Extension Extension number
Enabled Activate voicemail for this extension
Phone Password for accessing voice messages from an IP
Password phone (by dialing voicemail access number). By default,
password is set equal to the extension number. If you
enter an empty password, system will not ask for the
password when calling to the voicemail access number
from an IP phone
Web Password Password for accessing voice messages via the web
interface. By default, password is set equal to the
extension number
E-mail When a new voice message arrives, send a short
Notification notification to the specified email address.
E-mail Send a complete copy of the every new voice message
Forwarding to the specified email address

Queues configuration

Create a queue
Click on the Queues tab. You must create at least one queue, since
initially there is no are queues available.

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System configuration

Fill in the queue parameters and then press Apply button.


Field Description
Name Name of the queue
Strategy How the incoming call is distributed between the
available extensions. See the Queues chapter for detailed
information about the different strategies
Ringing Only applicable for the ringall strategy. How long the
Timeout, sec. incoming call will be waiting to get connected.

You will see a list of the current queues. Note that the queues list can also
be used to monitor current calls which go via the particular queue.

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51
System configuration

Extensions
After the queue is created, you may edit the list of extensions for it. Press
the Extensions button on the left side and then click on the Edit icon
for the specific connection.

In order to add an extension to the queue, choose it in the Extension


select menu and press Apply.

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52
System configuration

Repeat the above step to include all required extensions into the queue, as
shown below

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53
System configuration

Music on Hold
Here you may control which music the caller will hear while he/she is on
hold. You may assign different sound files for every queue.

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54
System configuration

Connections configuration
In this section, you should configure how your PBXpress system will be
connected to the rest of the telephony world: how it exchanges calls with
the other carriers.
Create a new connection
When creating a new connection, you must provide the following
parameters:

• Name – unique identifier for the connection


• VoIP or PSTN. If this is a connection to telco operator or PBX
which uses one of the PSTN interfaces of PBXpress, choose
PSTN.
• The rest of the parameters depend on the connection type (see
below)
Creating a new VoIP connection

Avaialable fields:
Field Description
SIP Proxy IP IP address of your provider’s SIP proxy. Hostname
cannot be used here to avoid problems with ambiguous
domain resolving, since in this case PBXpress must not
only resolve IP address when sending an outgoing call
to a vendor, but also determine which vendor the call
arrives from for the incoming calls based on the remote
IP address.

Accounts table (you may enter more than one account per connection)
Account information

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55
System configuration

Field Description
Reg PBXpress should register to the remote SIP server
using this account. Without the registration, PBXpress
may still make outgoing calls, but probably will not be
able to receive any incoming calls
Account ID Username for the remote SIP server
Password Password for the remote SIP server
Outgoing Caller ID information
Field Description
Use Change the outgoing caller Id information. If this
checkbox is off, send the same ANI (CLI) phone
number and display name as received from the IP
phone
Phone # Replace CLI (ANI) for the outgoing calls with the
specified value
Display name Replace caller info for the outgoing calls with the
specified value
If this connection assumes registration to the remote SIP proxy, after the
connection is successfully configured, you may see that there is a green
light in the Status column. If some of the accounts are not registered
to the SIP server while others are – the blue light will be shown.

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56
System configuration

Creating a new PSTN connection

Available fields
Board ID of the PSTN interface card installed in the system.
This is required to distinguish between several PSTN
cards installed into the PBXpress.
Port Specific port on the card (for instance a single card may
have to FXO ports)
Outgoing Caller ID information
Field Description
Use Change the outgoing caller Id information. If this
checkbox is off, send the same ANI (CLI) phone
number and display name as received from the IP
phone
Phone # Replace CLI (ANI) for the outgoing calls with the
specified value
Display name Replace caller info for the outgoing calls with the
specified value

Some of the connection parameters may not be available when creating a


new connection and you can only access them when changing existing
connection information.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


57
System configuration

For PSTN connections, these parameters are:


Field Description
Detect Polarity Polarity reversal is required to provide a correct answer
Reversal supervision (detect when the call is actually connected)
on the analog lines. This feature requires support from
both the phone company and your PSTN equipment,
so activate it after you confirmed that it is provided by
your telco. Being able to detect a call connect time
correctly is required for two things: to be able to display
a correct time in CDRs and to be able to start playing
“this call is being recorded” announcement for the
called party in time. Otherwise the announcement will
start playing immediately after the number is dialed, and
probably will finish playing before the called party
pickup the phone.
Dialing Mode On the analog lines you have an option for tone and
pulse dialing (pulse dialing is used on some older
telephony systems). Choose the option applicable to
your phone line.
Dialing rules
In most cases, the carrier will require a specific numbering format which
will not match the one you use on your telephony network. For instance,
if you are based in the USA and you place a call to the local telco– you
will need to dial the 011 prefix, even if your users never dial it on their IP
phone. So PBXpress must convert the number from the format used on
your system into the carrier-specific format. This is done by specifying the
dialing rules, similar to the ones we configured for our users.
Double-click on the corresponding row in the Sample Settings list box
to load the sample settings.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


58
System configuration

Field Description
Your country E.164 country prefix, e.g., 1 for USA & Canada or 420
code for the Czech Republic
Your area Code of the area or city where your phone belongs to.
code(s) If there is more than one area code which is considered
to be local (as for instance, the area codes 604 and 778
in Vancouver, BC) enter all of them, separated by
comma
Include area If checked, it means that you always dial the number
code including the area code, even when dialing within your
“local” area. For instance, even being within the 604
area code and dialing a local number, you still must dial
604 NNN-NNNN
Prefix for Dial (if applicable) to get an outside line (e.g., when
accessing the using some office PBX systems you first must dial 0 and
outside phone then the actual number)
network
Prefix for Dial before the phone number when dialing domestic
domestic calls long-distance. (E.g., 1 in the USA & Canada, 0 in many
European countries)
International Dial before the phone number when making an
dialing prefix international call. (E.g., 011 in the USA & Canada, 00 in
many European countries)
Exceptions Comma-separated list of the special numbers, which
will not be treated according to the dialing rules, but
rather dialed unchanged. Usually these numbers are
emergency numbers (911 in the US, 112 in Europe).

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


59
System configuration

Out routing
On this screen, you can configure which types of the outgoing calls will be
sent via this connection

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60
System configuration

Field Description
Use Engage this connection (or the particular account in case if
multiple accounts are defined for the connection) into the
outgoing call routing.
Preference Positive number (1..99). Allows you to manually adjust
routing order when several carriers may terminate the same
prefixes.
Prefixes Comma-separated list of prefixes which should be routed
via this connection. Each prefix must end with the * (star),
otherwise it is considered to be a specific number .See the
following examples:
• “1604*” means that call to every number which
starts with 1604 (e.g. 1604-123-4567) will be routed
through this connection
• “911” means that only calls made to the specific
number 911 will be routed via this connection. If
you wish to use some connection to route a call to
91118765432 (India, Delhi) – specify “911*”
among prefixes for this connection
Backup Use this connection as a backup one, if the other
connections fail – even if the prefix for the phone number
was not specified for it

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61
System configuration

In routing
In routing defines where the incoming call will be delivered which arrives
via this connection.

Choose the extension and press Apply. Note that the call may be
forwarded to an individual extension as well as to the queue.

You may forward the incoming call to several extensions or queues.


PBXpress will try to ring all of them in the order they were specified in
the configuration. For example, you may forward the call to “sales” queue
and if nobody answers within 45 seconds – transfer the call to the sales
department supervisor.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


62
System configuration

Hint: when defining a call forwarding to some queue containing several


extensions and a ringing policy which is different from ringall (so
extensions will be tried sequentially and only one extension will ring at a
time) – make sure you specify a timeout large enough to ring all of the
extensions.
Queues and voicemail
What happens if the incoming call was routed to some queue (which has
call distribution to three extensions), but no one has answered the call?
The call should go to the voicemail, but to which extension? PBXpress
will not use voice mailboxes of the extensions, included in the queue
(even if the individual extension does have s voice mail enabled). The
correct was to configure this is to define in the In routing connection
properties that the incoming call shall be first forwarded to the queue and
then (if not answered!) to some other extension. This extension should
have a voice mail enabled and can be either a real extension (so the phone
will ring and there will be a last chance to pick up the call) or just a fake
extension, not provisioned on any phone. The voice message left by the
caller will be delivered to this extension’s mailbox. See the example
configuration below:

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63
System configuration

Recording
Recording configuration screen for the connection is basically identical to
the one you have seen already in the Extensions section. By setting up
parameters here you can define whether calls going through this
connection (both incoming and outgoing) should be recorded.

Field Description
Enabled Turn on or off the call recording (for the calls between
extensions)
Calling Party Notify the caller before the conversation starts that the
call will be recorded
Called Party Notify the recipient of the call
Type Which voice prompt should be used for the call
recording announcement

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


64
System configuration

Music on hold
Again, this screen is very similar to the one in the Extensions or Queues
section.

For every connection you may choose which music file will be played
while the user is placed on hold.

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65
Using the system

Using the system


After you have completed the steps described in the

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66
Using the system

System configuration chapter, you are ready to make calls. There are only few
administration tasks you will be responsible for.

Monitoring call records


For every call made through PBXpress, an entry is made in the call
history. You will be able to see when the call was made, from which
phone number (extension) it was originated, what was the destination
number and other information. There are two options for the Call
History main tab: Recent allows to quickly see the most recent calls
made, and Find allows you to perform the advanced search to display
specific call records.
Recent

Here all the calls registered in the system are displayed in the reverse
chronological order – so the most recent calls are shown on the first page.
You can always go back in the history by moving to the next page.
You can also listen to the recorded call conversation. The meaning of the
icons in the Listen column is:
• - the call was recorded, the recorded file is available on the
PBXpress internal storage, so you can listen to the record by
clicking on the icon.
• - the call was recorded, but the recorded file is not available
on the internal storage anymore, since it was moved to the backup
optical disk. In order to listen to the file, click on the icon. You
will see a dialog box similar to the one below.

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67
Using the system

Locate the optical backup disk with the matching label, insert it
into the CD/DVD drive and press ok
• - the call was recorded, the recorded file is available on the
backup optical disk which is currently in the drive. Click on the
icon in order to listen to the call record
• Empty icon – the call record is not available. It means that the call
was unsuccessful or it was not recorded because at the moment
the call recording was switched off for this connection.

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68
Using the system

Call notes
Each call has a Notes field, where you can put you own identification
string for this call. Click on the Add note to add a call description or click
on the note text to edit the existing note.

(c) 2004-2005 PBXpress Communications Inc. All rights Reserved. www.pbxpress.com


69
Using the system

Find specific calls


You can search calls in the certain date range and in addition, you can
filter the result and display only calls from the certain phone number to
the certain destination (enter the full phone number instead of the
extension).

For the From/To fields you can specify the value either as a date in the
format YYYY-MM-DD, or click on the icon to invoke a calendar
popup. Also, you may narrow the list of the calls displayed by displaying
calls to certain destination only, or calls with the note containing a certain
text string.

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70
Using the system

Moving old call records to the backup


storage
The internal storage of PBXpress can hold a sufficient amount of the
recorded conversations, but it is not unlimited. This is why it is
recommended to periodically copy the old call records to the optic disk
and clean up space on the internal storage for new calls.
NOTE: When you move the call record to the optical disk, only the sound file
associated with the call is erased on the internal storage. The call record with the
information such as call time, origination/destination number and such is still available.

Status
Choose the Call History tab and then click on the Disk Status button.

HDD section
This part is for information purposes only. You can see how much space
is available in total for the voice recording and how much of it is used
right now.
Optical drive section
You can see the information about the disk currently in the drive, eject it
from the drive or load it.

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Using the system

PBXpress backup info


If the optical disk in the drive contains backup information, brief
summary is shown here

Field Description
Volume label Each backup disk is uniquely labeled (disk ID assigned
when the disk is written)
Call History This field contains from-to date of the call set, written
on this disk. It is possible to copy the call records back
to the internal storage using the Restore button. Note
that for the purposes of only listening to the voice
conversation it is not required. It is sufficient to just
place an optical disk in the drive.
Configuration In addition to the call records, it is also possible to store
the current PBXpress configuration on the optical disk.
This will include configuration settings such as
extensions, connections, etc. So in case if your
configuration was damaged due to the improper
administrator’s actions or if you had performed a
factory reset on your PBXpress – you may quickly
restore your previous stored configuration.

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Using the system

Erasing a re-writable optical disk


If the disk is re-writable you can also erase it.

Recording a disk
Press the Write disk button on the left side to access this screen.

You can specify the date range for the calls to be placed on the disk plus
there are two options: copy and move.
• There are two special keywords you can use as a value for the date
field. Epoch means “the earliest date possible” and max means
“the latest date possible”

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• Copy means that the sound file is not deleted from the PBXpress
internal storage, so there will be no changes in the available disk
space. This option is convenient if you need to make a special
copy of the calls within a certain period (e.g., to do the evaluation
of the calls made during the training session)
• Move means that the sound files after being copied to the disk
will be deleted from the internal storage. This is a normal routine.
For your convenience, there are sample settings provided:
• Copy oldest records – start with the earliest date possible and
copy the call records into the optical disk (as many as it will fit
there). The original sound files will stay on the internal storage.
• Move oldest records – same as above, but the sound files will be
deleted after optical disk is written. This allows to back up the old
call records periodically and free up the space for new calls
• Copy recent records – allows you to make a copy of all calls which
were not backed up yet

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Using the system

Checking voicemail messages


This is a separate web interface and in contrary to the PBXpress
administrator interface, this one is accessible by your end users. To start,
open your web browser and type in the voicemail web interface URL:

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Using the system

http://N.N.N.N:8000, where N.N.N.N is an IP address or a domain


name of your PBXpress box.
You will be prompted to enter the username (your extension number) and
the password (something assigned to you by the administrator. By default,
the password is equal to your extension number).

Messages

After you login, you will see the current messages screen. You can:
• Listen to the messages (click on the Listen icon for the
corresponding message)
• Put your own comments for the voice message (click on the Add
note text to add a new text description or click on the note text to
edit it)
• Erase voice messages (click on the Delete icon next to the
message)
Using Find screen you may display only messages:
• For the specific time interval (you can either enter dates as year-
month-day or use a calendar popup window)
• Only from the specific caller or callers (you do not need to enter
the full phone number – if you will specify just 1866, as shown
below – all calls from the phone numbers beginning with 1866
will be displayed)
• Containing certain text string in the note

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Using the system

Properties
There are three types of parameters a user can customize:
Greetings
When somebody reaches your voicemail, he/she will hear an
announcement that he/she should leave you a message. Some default
prompts are supplied with PBXpress and of course, users may upload
their own prompts, recorded in their own voice.
To upload a new voice prompt, choose the Properties tab and then the
Greetings button on the left side.

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Using the system

Field Description
Name Some name to distinguish this prompt among the
others
Type In which situation this prompt should be played? You
can have different prompts played in the following
situations:
• Somebody calls an extension, but this IP phone
is off-line or not answering
• Somebody calls an extension, but the user is
currently on the phone
• Name?
Enabled Use this prompt for the specified type. You may have
multiple voice prompts uploaded, but only one of them
will be used for the specific announce type (e.g.,
Unavailable). Active (used) voice prompt is marked with
the green icon , unused prompt is marked with the
yellow icon)
File Path to the sound file. You may either type the path tp
the file manually, or use the Browse button to launch a
file open dialogue.
Text Text of the voice prompt. It is highly recommended to
put a complete voice prompt here, so then later you can
find the required prompt by just quick glance at the
table of available prompts, instead of having to listen
for every single one of them.

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Using the system

Passwords
For the improved security the end user may change passwords, assigned
to him/her by system administrator. In fact, it is highly recommended
that you change your password from the default one (equal to the
extension number) immediately upon your first login.

Field Description
Phone Password you will use to access your messages from an
IP phone. Since this password must be dialed on your
phone’s dial-pad, it must consist only of digits. If you
enter an empty password, system will not ask for the
password when calling to the voicemail access number
from an IP phone
Web Password you will use to access your messages from the
web interface

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Using the system

Email forwarding
You can change how you should be notified about the new voice
messages.

Field Description
Notification When a new voice message arrives, send a short
notification to the specified email address.
Forwarding Send a complete copy of every new voice message to
the specified email address

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Using the system

Checking voice messages from an IP phone


Dial the voicemail access number. If prompted, enter the voice mailbox
password. The following vice menu is available:

- 1 Read voicemail messages


- 3 Advanced options
- 1 Reply
- 3 Envelope
- 5 Leave a message in another mailbox
- * Return to the main menu
- 4 Play previous message
- 5 Repeat current message
- 6 Play next message
- 7 Delete/Undelete current message
- 8 Forward message to another mailbox
- 9 Save message in a folder
- * Help; during message playback: Rewind
- # Exit; during message playback: Skip forward

- 2 Change folders
- 0 New
- 1 Old
- 2 Work
- 3 Family
- 4 Friends
- # Cancel

- 3 Advanced options
- 5 Leave a message
- * Return to the main menu

- 0 Mailbox options
- 1 Record your unavailable message
- 2 Record your busy message
- 3 Record your name
- 4 Change your password
- * Return to the main menu

- * Help
- # Exit

While listening to a recorded voicemail message: Press # to


fast forward, or * to rewind by 3sec increments.

Using PBX features from an IP phone


Special features such as call transfer require support of the side of the SIP
device. While IP phones normally will have dedicated buttons for these
functions, on the analog telephone adaptors you will have to use special
combinations of the normal dial keys (e.g. #90). Moreover, specific usage
details (such as which keys should be pressed and in which sequence) are
vendor dependent and may differ from one phone to another. Of course
it is very inconvenient for the end user, so PBXpress tries to improve this

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situation by provisioning analog telephone adaptors to use the same keys


whenever it is possible. Of course this only applied to the supported SIP
devices, which are auto-provisioned by PBXpress.

Put the other party on hold

Sipura Adapters & Cisco ATA


Step 1 Press the flash button on the telephone handset to put the other
party on hold
Step 2 If necessary, you may now dial some other extension and have a
conversation (consultation hold)
Step 3 When you wish to resume the first conversation, press the flash
button again

Fully unattended transfer (blind transfer)

Sipura Adapters & Cisco ATA


Step 1 Press the flash button on the telephone handset to put the other
party on hold and get a dial tone.
Step 2 Press #90 (the transfer service activation code) on your telephone
keypad, then enter the phone number to which you want to transfer the
other party, and then press #.
Step 3 Hang up your phone.

Attended Transfer (consultative transfer)

Cisco ATA
Step 1 Press the flash button on the telephone handset to put the other
party on hold and get a dial tone.
Step 2 Dial the telephone number to which you would like to transfer the
other party.
Step 3 You can talk to the other party first and then....
Step 4 Hang up your phone to transfer the other party
Sipura Adapters
Step 1 Press the flash button on the telephone handset to put the other
party on hold and get a dial tone.
Step 2 Press #91 (the transfer service activation code) on your telephone
keypad, then enter the phone number to which you want to transfer the
other party, and then press #.
Step 3 You can talk to the other party first and then....

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Step 4 Hang up your phone to transfer the other party.

Call Park and Call Pickup

Sipura Adapters & Cisco ATA


Extension 700 is used to park a call.

Step 1 While in a conversation, press the flash button on the telephone


handset to put the other party on hold and get a dial tone, then press #90
(the transfer service activation code) and dial 700, press #.
Step 2 PBXpress will now announce the parking extension, most
probably 701 or 702.
Step 3 Now hang up - the caller will be left on hold at the announced
extension.
Step 4 Walk up to a different phone, dial the announced number (e.g.
701) - the conversation can be continued.

If a caller has been parked longer than 45 seconds then PBXpress will
again ring the originally dialed extension.

Please note that 700 is the extension used for call parking by default, but it
may be changed by the PBXpress administrator to whichever value is
more appropriate in your case (for instance you wish to use the same
extension which was used on your legacy PBX for backward
compatibility). The same applied to the call park timeout.

3-way Conference

Sipura Adapters & Cisco ATA


Step 1 Press the flash button on the telephone handset to put the other
party on hold and get a dial tone.
Step 2 Dial the telephone number to which you would like to join the
conference.
Step 3 Wait for the answer and press the flash button again in order to
conference the call.

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Frequently Asked Questions

Frequently Asked
Questions
Are there any laws which regulate call
recording?
Generally, it is legal to record any conversation where all the parties to it
consent (one party consent if all parties are in a state with corresponding
law). The U.S. federal law only requires one-party consent to the
recording of a telephone conversation, but explicitly does not protect the
taping if it is done for a criminal or tortuous purpose. Many states have
similar exceptions
You may find more information on this subject from
• EU Telecommunications Data Protection Directive
• Infowar.com's Law Section: Computer Privacy Community
www.infowar.com/iwftp/cpd/CPD-Library/, www.infowar.com
• State-by-state summaries www.rcfp.org/taping/states.html

If I only connect PBXpress to the LAN, can I


still use VoIP services?
Yes, assuming that
1. On your network you are using symmetric NAT, which does not
block outgoing UDP connections from the internal network
2. Remote SIP server supports NAT traversal for signaling and
media traffic
PBXpress will be able to communicate with remote SIP servers just fine,
so you will be able to make outgoing and receive incoming calls.

How the employee can use his IP phone


while connected to Internet outside of the
office network (LAN)?
In order to provide this sort of service PBXpress must utilize the WAN
interface, so there will be a public IP address available. The only change
required in the IP phone configuration is that the IP phone has to use this
IP address as an address of the SIP server. For all IP phones except Cisco

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Frequently Asked Questions

ATA currently this configuration has to be done manually, so the best way
is to:
1. Connect IP phone to LAN
2. Provision it using PBXpress configuration tool
3. Consult the information in the popup window which will appear
during the provisioning. You can obtain there more information
about the IP phone and how it can be manually configured.
Alternatively consult a manual available from the IP phone’s
vendor.
4. Manually change the address of the SIP server in the IP phone’s
configuration.
5. Now this phone can be plugged into some external network (e.g.
behind the user’s home DSL router).

How the user can seamlessly move with his


phone between the office network (LAN) and
his home network?
If user wishes to have an ability in the evening to take his phone from his
work desk, bring it home, plug it there and use (without any configuration
changes); and then do the reverse operation in the morning – it is possible
if the IP phone supports ability to put two SIP servers (a main one and a
backup one). Then the only required change in the IP phone
configuration is to keep your PBXpress LAN IP address as the main SIP
server address, but add PBXpress WAN IP address as a backup SIP
server. See the previous question for instructions how IP phone’s
configuration can be altered manually.

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Appendixes

Appendixes
Appendix A - Glossary
ANI - Automatic Number Identification. A feature in which a series of
digits, either analog or digital, are included in the call, thus identifying the
telephone number of the caller.

ATA – Analog Telephone Adaptor.

CLI - Calling Line Identification. A range of services in which the


number of a caller can be accessed by the recipient.

DHCP - Dynamic Host Configuration Protocol. A protocol for assigning


dynamic IP addresses to devices on a network. In some systems, the
device's IP address can even change while it is still connected.

Dialing rules – Set of definitions how the phone number shall be


presented (for example should it include country code or no).

DNS - Domain Name System (or Service), an Internet service that


translates domain names to or from IP addresses, which are the actual
basis of addresses on the Internet.

DSL - Digital Subscriber Line. A technology for bringing higher-


bandwidth information to homes and businesses over ordinary copper
telephone lines.

E1 - Wide-area digital transmission scheme used predominantly in Europe


that carries data at a rate of 2.048 Mbps. E1 lines can be leased for private
use from common carriers.

Extension - an additional telephone set that is connected to the same


telephone line.

Firmware - Software routines that are permanently written onto read-


only memory.

FXO - Foreign Exchange Office. An interface that connects to the Public


Switched Telephone Network's (PSTN) central office and is the interface

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Appendixes

offered on a standard telephone. Example: RJ-11 connector that allows


analog connection to the central office.

HDD - Hard Disk Drive

IP telephony - IP (Internet Protocol) telephony is a technology that


supports voice, data and video transmission via IP-based LANs, WANs,
and the Internet. This includes VoIP (Voice over IP).

ISDN - Integrated Services Digital Network is a service offered by most


telephone carriers for the transmission of voice and data.

ISP - Internet Service Provider. A company that provides access to the


Internet through modems, ISDN, T1s, etc.

LAN - Local Area Network. This may for example be the network
connecting together a company's computers.

PBX - Private Branch Exchange. A privately-owned telephone switch,


often used in large corporations to provide inside telephone connectivity
and access to the PSTN.

PSTN - Public Switched Telephone Network. Also know as Plain Old


Telephone System, this refers to the world's collection of interconnected
public telephone networks designed primarily for voice traffic.

RADIUS - A client/server protocol and software that enables remote


access servers to communicate with a central server to authenticate dial-in
users and authorize their access to the requested system or service.

RFC - Request For Comments. An RFC is a standard document


describing protocols, systems, or procedures used by the Internet
community.

SIP - Session Initiation Protocol, SIP is an Internet Engineering Task


Force (IETF) standard protocol for initiating an interactive user session
that involves multimedia elements such as video, voice, chat, gaming, and
virtual reality.

SMTP - Simple Mail Transfer Protocol – A protocol used to send e-mail


on the Internet. SMTP is a set of rules regarding the interaction between a
program sending e-mail and a program receiving e-mail.

T1 - A type of data connection able to transmit a digital signal at 1.544


megabits per second. T1 lines are often used to link large computer
networks, such as those that make up the Internet.

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Appendixes

VoIP - Voice over Internet Protocol; the practice of packet based


networks instead of the standard public switched telephone network to
send voice data.

WAN - Wide Area Network. A network connecting computers within


very large areas, such as states, countries, and the world.

WAV - WAVeform sound format. Microsoft's format for encoding sound


files, which therefore carry the wav extension.

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Appendixes

Appendix B – Supported IP phones and


analog phone adaptors
A PBXpress compatible phone or adaptor must satisfy the following
requirements:
• It must use SIP protocol.
• It should have a G729 codec.
Below you can find a list of phones/adaptors which have been
successfully tested with PBXpress.
Sipura IP phone
Manufacturer: http://www.sipura.com
Models: SPA-841 (recommended)
Firmware upgrade: http://www.sipura.com/support/index.htm
Links to order: http://store.voxilla.com
Pros:
• Price
• Automatically configured by PBXpress
• Hands free connector
Cons:
• No built-in Ethernet hub/switch

IPTEL TT phoneiptel.org's TT phone


Manufacturer: http://www.iptel.org
Product page: http://www.iptel.org/tt/
Firmware upgrade: http://www.iptel.org/tt/fw/
Links to order: Contact frank_lan@act-tel.com.tw
Pros:
• Price
• Integrated Ethernet switch
• Automatically configured by PBXpress
Cons:
• No hands free connector

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Appendixes

Sipura SPA-2000
Manufacturer: http://www.sipura.com
Models:
• SPA-1000
• SPA-1001
• SPA-2000
• SPA-2100 (experts only)
• SPA-3000
Firmware upgrade: http://www.sipura.com/support/index.htm
Links to order: http://store.voxilla.com
Pros:
• Price
• Automatically configured by PBXpress
Cons:
• It is an adaptor and so its features are accessed via flash and *NN
codes
• No built-in Ethernet hub/switch

Cisco ATA-186
Manufacturer: http://www.cisco.com
Models:
• Cisco ATA 186
• Cisco ATA 188
Firmware upgrade: http://www.cisco.com/cgi-
bin/tablebuild.pl/ata186 (password protected, 1-year subscription for
$25)
Links to order: http://www.loudpacket.com,
http://froogle.google.com
Pros:
• It is a CISCO
• Automatically configured by PBXpress
• ATA-188 has a built-in Ethernet switch
Cons:
• It is an adaptor and so its features are accessed via flash and *NN
codes
• Size and price
• There is a charge for firmware upgrades
• Difficult to find
• Please be aware that it needs SIP software

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Cisco IP Phones
Manufacturer: http://www.cisco.com
Models:
• CISCO IP PHONE 7905G
• CISCO IP PHONE 7912G
Firmware upgrade: http://www.cisco.com/cgi-bin/tablebuild.pl/ip-
phone-7905 (password protected, 1-year subscription for $25)
Links to order: http://www.loudpacket.com,
http://froogle.google.com
Pros:
• It's a CISCO
• Automatically configured by PBXpress
• Reasonable prices
• Optional power over Ethernet
• Design fits home and office
• Featured are accessed directly
Cons:
• There is a charge for firmware upgrades
• Difficult upgrade procedure
• Difficult to find
• Please be aware that it needs SIP software but does not need a call
manager license
• The power supply is a separate item
• No dedicated hands-free connector

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Appendixes

Appendix C – Auto-configured IP phones


and adaptors
PBXpress is capable to automatically detect and auto-configure the IP
phones and analog phone adaptors listed below
Sipura
• SPA-1000
• SPA-1001
• SPA-2000
• SPA-2100
• SPA-3000
• SPA-842
Cisco
• ATA-186
• ATA-188
• 7905G
• 7912G
IPtel
• TTphone

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