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pbxnsip PBX, Release 4

User Guide, Issue 1

Copyright, Trademarks, and Legal Disclaimers 2010 pbxnsip Inc. pbxnsip, the names of pbxnsip products, and pbxnsip logos are trademarks owned by pbxnsip Inc. All other product names and names of enterprises are the property of their respective owners. pbxnsip Inc. reserves the right to revise and change this document at any time, without being obliged to announce such revisions or changes beforehand or after the fact. Texts, images, and illustrations and their arrangement in this document are subject to the protection of copyrights and other legal rights worldwide. Their use, reproduction, and transmittal to third parties without express written permission may result in legal proceedings in the criminal courts as well as civil courts. When this document is made available on pbxnsip's web page, pbxnsip Inc. gives its permission to download and print copies of its content for the intended purpose of using it as a manual. No parts of this document may be altered, modified, or used for commercial purposes without the express written consent of pbxnsip Inc. Although due care has been taken in the compilation and presentation of the information in this document, the data upon which it is based may have changed in the meantime. pbxnsip, therefore, disclaims all warranties and liability for the accurateness, completeness, and currentness of the information published, except in the case of intention or gross negligence on the part of snom or where liability arises due to binding legal provisions.

pbxnsip, Release 4

User Guide for pbxnsip PBX, Release 4

Table of Contents
Preface ....................................................................................................... ix
Purpose .......................................................................................................................................................... x Revision History ........................................................................................................................................... x Audience ........................................................................................................................................................ x Document Organization ............................................................................................................................ x Related Documents....................................................................................................................................xi Documentation Feedback ........................................................................................................................xi Conventions .................................................................................................................................................xi Using the Documentation .......................................................................................................................xii Technical Support......................................................................................................................................xii

Chapter 1. Overview ................................................................................ 1


Overview ........................................................................................................................................................2 Feature Overview ........................................................................................................................................3 Getting Started.............................................................................................................................................4 Phone Registration ................................................................................................................................4 The TUI and the GUI ....................................................................................................................................7

Chapter 2. Using the PBX from the Phone .............................................. 9


Overview ..................................................................................................................................................... 10 What are Star Codes? ............................................................................................................................... 10 Making Calls ............................................................................................................................................... 12 Make Calls ............................................................................................................................................. 12 Receive Calls ......................................................................................................................................... 12 Hold a Call ............................................................................................................................................. 12 Redial a Number (*66) ....................................................................................................................... 12 Call Return (*69) .................................................................................................................................. 13 Intercom (*90) ...................................................................................................................................... 13 Transferring Calls ...................................................................................................................................... 14 Transfer Calls ........................................................................................................................................ 14 Transfer a Call Directly to Someone's Voicemail ........................................................................ 14 Call Park (*85) and Call Park Retrieve (*86) .................................................................................. 15 Call Pickup (*87) .................................................................................................................................. 16 Conferencing ............................................................................................................................................. 17 Three-Way Conferences .................................................................................................................... 17

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Ad Hoc Conferences ........................................................................................................................... 18 Scheduled Conferences .................................................................................................................... 18 Anonymous Calls ...................................................................................................................................... 20 Block Your Caller-ID (*67) .................................................................................................................. 20 Reject Anonymous Calls (*88) ......................................................................................................... 20 Forwarding Calls ....................................................................................................................................... 21 Hot Desking (*70) ............................................................................................................................... 21 Call Forward All Calls (*71/*72) ....................................................................................................... 22 Call Forward on Busy (*73/*74) ....................................................................................................... 23 Call Forward on No Answer (*75/*76) ........................................................................................... 23 Set "Do Not Disturb" (*78) ................................................................................................................ 24 Forward Calls to Domain Account (*80) ....................................................................................... 24 Call Center Features ................................................................................................................................. 25 Agent Log in/Log out (*64/*65) ...................................................................................................... 25 Call Barge-In (*81) ............................................................................................................................... 25 Call Teach Mode (*82) ........................................................................................................................ 27 Call Listen-In (*83) .............................................................................................................................. 27 Miscellaneous ............................................................................................................................................ 27 Show Account Balance (*61) ............................................................................................................ 27 Wakeup Call (*62) ............................................................................................................................... 28 Request Call Details (*63) ................................................................................................................. 28 Clean up an Extension (*84)............................................................................................................. 28 Add Contact to White List (*91) ...................................................................................................... 28 Add Contact to Black List (*92) ....................................................................................................... 29 Record Phone Calls (*93/*94) .......................................................................................................... 29

Chapter 3. Using the Web Interface ...................................................... 31


Overview ..................................................................................................................................................... 32 Logging in................................................................................................................................................... 32 Configuring Your Settings ...................................................................................................................... 34 General Settings .................................................................................................................................. 35 Redirection Settings........................................................................................................................... 37 Mailbox Settings ................................................................................................................................. 41 Email Settings ...................................................................................................................................... 44 Buttons .................................................................................................................................................. 46 Instant Message .................................................................................................................................. 49 Viewing Important Lists .......................................................................................................................... 49 Mailbox .................................................................................................................................................. 50 Conferences .......................................................................................................................................... 50
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Missed Calls .......................................................................................................................................... 52 Call Log .................................................................................................................................................. 53 Personal Address Book ...................................................................................................................... 54 Domain Address Book ....................................................................................................................... 57 Checking the Status of Your Extension ............................................................................................... 57

Chapter 4. The Voicemail System .......................................................... 61


Overview ..................................................................................................................................................... 62 Setting up Your Voicemail Account ..................................................................................................... 63 Change Your PIN ................................................................................................................................. 63 Record Your Name .............................................................................................................................. 63 Record a Personal Welcome Message ........................................................................................... 63 Accessing the Voicemail System........................................................................................................... 64 Forwarding a Message ............................................................................................................................ 65 Leaving Voicemail Messages ................................................................................................................. 66 Composing a New Message................................................................................................................... 66 Recording Personal Greetings............................................................................................................... 66 Hearing Your Personal Greetings .................................................................................................... 67 Advanced Features ................................................................................................................................... 67 Send a Voicemail Message Without Ringing Extension(s) ....................................................... 67 Transfer a Call Directly to Someones Voicemail ......................................................................... 68 Listen to Voicemail on Cell Phone .................................................................................................. 68 Receive Voicemails on Email Account ........................................................................................... 68 Voicemail Notification ............................................................................................................................. 69 Via Email ................................................................................................................................................ 69 Via Cell Phone ...................................................................................................................................... 69 Voicemail Feature Codes ........................................................................................................................ 69 Send Voicemail to Email Account (*95/*96) ................................................................................ 69 Go to Voicemail (*97) ......................................................................................................................... 70 Go to Group Mail (*97) ...................................................................................................................... 70 Set up Your Voicemail Box (*97) ...................................................................................................... 71 Clear Message Waiting Indicator (*99) .......................................................................................... 71

Chapter 5. Cell Phones .......................................................................... 73


Overview ..................................................................................................................................................... 74 Cost Savings ............................................................................................................................................... 76 Callback ................................................................................................................................................. 76 Calling Card Account ......................................................................................................................... 76

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Configuring Your Cell Phone ................................................................................................................. 77 Add a Cell Phone to Your Account ................................................................................................. 78 Safeguard Against Loss-of-Signal Events ..................................................................................... 79 Set Time-of-Day and Holiday Routing .......................................................................................... 79 Ring My Cell Phone When Voicemail Arrives............................................................................... 79 Feature Codes ............................................................................................................................................ 80 Retrieve Call From Cell Phone (*51) ............................................................................................... 80 Send Call to Cell Phone (*52) ........................................................................................................... 81 Bring an Unscheduled Party into a Scheduled Conference (*53) .......................................... 81 Call Cell Phone from Extension (*00)............................................................................................ 82 Virtual Assistant ........................................................................................................................................ 82

Chapter 6. Attendant Consoles ............................................................. 85


Overview ..................................................................................................................................................... 86 Web Attendant Console (WAC) ............................................................................................................. 86 Monitoring Extensions ...................................................................................................................... 87 Making a Call ........................................................................................................................................ 87 Joining a Conference ......................................................................................................................... 88 Transferring a Call ............................................................................................................................... 88 pbxnsipPAC iPhone/iPod Application ................................................................................................. 88 Personal Attendant Console (PAC) ....................................................................................................... 89 Installation and Logging in .............................................................................................................. 89 PAC User Interface .............................................................................................................................. 91 Monitoring Extensions ...................................................................................................................... 92 Monitoring Agent Groups ................................................................................................................ 92 Modifying Your Extension Account................................................................................................ 94 Adding a Cell Phone........................................................................................................................... 94 Using the Address Book .................................................................................................................... 95 Instant Messaging .............................................................................................................................. 97 Accessing Voicemail ........................................................................................................................... 97 Viewing Calls ........................................................................................................................................ 97 Miscellaneous ...................................................................................................................................... 98

Chapter 7. Using the PBX with snom Phones ..................................... 101


The snom Phone ..................................................................................................................................... 102 Basic Calling ............................................................................................................................................. 102 Cancel and Confirm Buttons .......................................................................................................... 102 Internal Calls ...................................................................................................................................... 102

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External Calls ...................................................................................................................................... 103 Receiving Incoming Calls................................................................................................................ 103 Address Book ........................................................................................................................................... 105 Buttons ...................................................................................................................................................... 106 Modify Your Buttons Profile ........................................................................................................... 106 Add a Phone Button ......................................................................................................................... 107 Delete Phone Buttons...................................................................................................................... 108 Uploading a Picture ............................................................................................................................... 108

Glossary of Terms and Abbreviations .................................................... 111 Index ................................................................................................................... 113

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Preface

tion nven Co

s use

Mailbox of 508

Audience Related documents

s Technical

upport

Purpose .......................................................................................................................................... x Revision History........................................................................................................................... x Audience ........................................................................................................................................ x Document Organization .......................................................................................................... x Related Documents ..................................................................................................................xi Documentation Feedback ......................................................................................................xi Conventions.................................................................................................................................xi Using the Documentation .....................................................................................................xii Technical Support.....................................................................................................................xii

User Guide for pbxnsip PBX, Release 4

Purpose
The pbxnsip PBX User Guide is designed to train the end user with the features and functionalities of the pbxnsip PBX, Release 4.

Revision History
This document contains all the information of previous releases and has been updated to include Release 4.0 additions and other modifications:
Release Updates/Added Features

Release 4.0

Cell phone feature codes Automatic failover support Enhanced management interface error checking and dropdown menus Multicore support http/SIP Cell phone enhancements, including forking within the agent group Sangoma web interface support Sheeva plug support Yealink PnP support PAC iPhone and drag and drop support

Audience
This guide is intended for anyone new to using a pbxnsip communications system.

Document Organization
This document is organized according to the following chapters:
Chapter Topic

Chapter 1, Introduction Chapter 2, Using the PBX from the Phone

This chapter provides an introduction to the system as well as login information. This chapter shows you how to use the system from the phone. A full description of all the star codes is provided.

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Chapter

Topic

Chapter 3, Using the Web Interface

Chapter 4, The Voicemail System Chapter 5, Cell Phones

Chapter 6, Attendant Consoles

Chapter 7, Using the PBX with snom Phones Glossary Index

This chapter shows you how to make account modifications using the web interface. Instructions are provided for adding a cell phone to your account, requesting audio files of voicemail messages, setting Call Forwarding, and many other tasks. This chapter shows you how to navigate and use the voicemail system. This chapter shows you how to add a cell phone to your account and configure its settings. Cost savings are also addressed. This chapter shows you how you can modify your extension account without even logging in. Instructions are provided for modifying your settings (call forwarding, DND, etc.), monitoring extensions, and many other tasks. The PAC is a mini-portal to your pbxnsip web page. This chapter highlights the areas of seamless integration when the PBX is used with snom phones. The glossary lists terms and abbreviations that are used throughout this guide. The index allows you to navigate the tasks and topics that are mentioned throughout this guide. (All tasks and terms have been hyperlinked.)

Related Documents
The following documents are related to this user guide: pbxnsip Star Codes Chart, Release 4.0 pbxnsip Voicemail Quick Reference Guide, Release 4.0

Documentation Feedback
Your comments are welcome. Forward your comments to Feedback@pbxnsip.com.

Conventions
This document uses the following conventions to convey instructions and information:

In descriptions of user interface pathways, the greater than sign (>) is used in place of the

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words "then choose." For example, "Settings > General" indicates that you should click Settings, then choose General.

Using the Documentation


The PDF version of this user guide (downloadable from http://pbxnsipsupport.com) can be used to enhance your ability to find certain topics and features: Use the bookmarks located at the left of the PDF file to navigate through the guide. Use the hyperlinks located in the table of contents and index to navigate to topics of interest. (Hyperlinks are also placed at points where you are directed to additional material within the document.)

Technical Support
The pbxnsip support site (www.pbxnsipsupport.com) offers a wide range of support options that allow you to:

Access professional and knowledge-based material (www.pbxnsipsupport.com). Access troubleshooting tips. Open trouble tickets (www.pbxnsipsupport.com). Chat with a pbxnsip agent (www.pbxnsip.com/support). Download software updates (www.pbxnsip.com/download-software/software.php)

View blogs (www.blogpbxnsip.com). Join the forum (forum.pbxnsip.com).

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TUI

Overview
Overview ........................................................................................................................................2 Feature Overview........................................................................................................................3 Getting Started ............................................................................................................................4 The TUI and the GUI ...................................................................................................................7

User Guide for pbxnsip PBX, Release 4

Overview
The pbxnsip PBX User Guide explains how to use your state-of-the-art system in ways that were never possible with a legacy phone system: Make your cell and office phones ring for all incoming calls. Know whether your colleagues are busy, simply by looking at your phone or PC. Request emails for all missed calls. Request that voicemails go to your email account. Receive calls while traveling as though you were still in the office. Move your office in a snap. Switching telephone connections is easy with VoIP and does not require expensive, external engineers or complicated programming. These are just a few of the features that come with your new communications system. The pbxnsip system uses the SIP (Session Initiation Protocol) standard, making it fully compatible with other SIP-based products. SIP is analogous to HTTP for voice and is essentially the glue that ties communications systems together, much like HTTP ties clients and servers together for worldwide communication. In combining PBX and SIP, pbxnsip is able to work with the best-of-breed components in the industry and deliver a world-class communications system.

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Feature Overview
The functionality between standard PBX systems and state-of-the-art systems differs significantly. While most systems on the market today offer the basic calling features, only the better systems offer the advanced features shown in Table 1-1. (Both sets of features are discussed in detail in this guide and are included in pbxnsip 4.0.) If you are a basic user, you may not need the advanced features. If you are a team assistant or secretary, the advanced features will simplify your job and make otherwise impossible tasks easy to accomplish.
Table 1-1. Feature ComparisonBasic and Advanced Basic PBX Calling Features

Send and receive calls Extension dialing (2, 3, or 4 digit)

Caller ID Call Transfer blind and consultative

Message waiting indicator

Local and long-distance calls Call Forwarding all, no answer, busy Call Hold Last number redial & call return

Three-way calling (conference) Block caller-ID Mute Do Not Disturb (DND)


Advanced PBX Calling Features

Call detail logging Auto attendants and hunt groups Voicemail Call Waiting

Call Park and Call Park Retrieve Call pickup Direct Inward Dial Follow Me Find Me Intercom and paging Block Anonymous Calls Anonymous Call Intercept Call screening Call Hold music on hold Shared Line appearances White/Black Lists Remote Phone Support Wake up calls Hot Desking Calling Card Direct inward station access

Click to dial inbound call pop ups Send/receive faxes Call barge, call listen, call teach mode Ad hoc call recording Cell phone support Personal address book Email voice messages as .wav files Email on missed calls Call cell phone on new voice mails Time of Day routing with service flags Conference Server

Automatic Call Distributor or Call Agent Groups Call recording of all calls Integrated Voice Response call processing Cell Phone integration prepay support Call Reporting and Billing Company or systemwide address book Secure communications with encryption Daily email with system call logs

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Getting Started
Phone Registration
Before you can use any of the pbxnsip features with your VoIP phone, you must register your phone with the pbxnsip system. To do this, you will need the password from the pbxnsip welcome email that was sent to you at the time your account was created (Figure 1-1):

Figure 1-1.

Welcome Email Message

Note: If you are unsure as to whether your phone is registered, pick up the handset and listen for a dial tone. If you hear a dial tone, then your phone should be registered. Another indication is the phones LCD. A black LCD indicates the phone is not registered. The email includes a temporary password and general instructions for connecting to the web interface of the system. Some users never connect to the web interface, but it is available if you would like to listen to your emails via the web, add an email account, integrate your cell phone, or make other changes to your account. For instructions on logging into and using the web interface, see Chapter 3, Using the Web Interface. Once your phone is connected and the system boots up, use the following instructions to complete the registration: 1. Select your language and press the checkmark button.

2.

Select a dialtone for your phone, then press the checkmark button.

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3.

Select your time zone and press the checkmark button.

The Welcome screen is displayed as shown below:

4. 5.

Press any key to log on. Enter your extension number. If you do not know what your extension number is, see your systems administrator.

The Registrar screen is displayed as shown below:

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6. 7.

Press the checkmark key to confirm your registration to snom ONE. At the password prompt, enter a password. The following image will be displayed:

You have successfully registered your phone!

Figure 1-2.

Registered Phone (LCD shows user's name and extension)

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The TUI and the GUI


Prior to the Internet, communication with a PBX phone system was done exclusively through the telephone user interface or TUI (see image below). A user was limited to entering star codes and pressing other buttons from the phone keypad, as shown below (see Chapter 2, Using the PBX from the Phone, for more information on star codes):

The Internet has provided more choices. The resulting graphical user interfaces (GUIs) allow you to not only access your account in more ways than through just the phone, but GUIs allow you to configure system settings and use monitoring features as well. The pbxnsip software can be used from the following GUIs: pbxnsips user portal pbxnsips attendant consoles Soft phones See Table 1-2 for a full description of each interface.

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Table 1-2. Method

Methods of Accessing and Using the pbxnsip System Type of Interface What Can I Do from the Interface?

pbxnsips user portal

Web GUI

pbxnsips built-in web interface lets you configure your account through the web. This comes in handy if youve left the office without changing an important setting, for example, call forwarding.See Chapter 3, Using the Web Interface. The PAC (pbxnsips attendant console) gives you the functionality of the web interface without having to log in. From the PAC, you can easily monitor extensions, change user settings, and make calls. The PAC is essentially your portable pbxnsip system. See Chapter 6, Attendant Consoles, for more information.

PAC

Web GUI

Soft Phones

Web GUI

Soft phones are software applications that turn your PC into an IP phone, enabling you to make and receive calls. The feature code functionality that is included with your main account can be used with soft phones as well.

IP Phones

GUI/ TUI

*Not all phones have buttons functionality.

IP phones are similar in appearance to traditional phones; however, they differ significantly in terms of their functionality. Also, rather than connecting into the PSTN, IP phones connect into the LAN (Local Area Network). Some of the biggest differences are as follows: The number of preprogrammed buttons (such as Hold, Conference, and Transfer). The availability of programmable buttons*. Display size and monochrome color scheme. Number of ethernet ports and head jacks.

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Using the PBX from the Phone


Overview ..................................................................................................................................... 10 What are Star Codes?.............................................................................................................. 10 Making Calls............................................................................................................................... 12 Transferring Calls ..................................................................................................................... 14 Conferencing ............................................................................................................................. 17 Anonymous Calls ..................................................................................................................... 20 Forwarding Calls ...................................................................................................................... 21 Call Center Features ................................................................................................................ 25 Miscellaneous ........................................................................................................................... 27

*87call pic

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User Guide for pbxnsip PBX, Release 4

Overview
This chapter provides specific instructions for using pbxnsip's star codes, which can be used from many VoIP phone models. The keys on these phones can be different from manufacturer to manufacturer. For example, the "start" button varies between phone types. On the snom phone, the Confirm button is the checkmark button. On the Polycom phone, the Confirm button is the Dial button. If you have trouble locating any of the keys that are mentioned in this chapter, refer to the user guide that came with your phone. Note: Before you can begin using star codes, you must register your phone. If you have not yet registered your phone, see the introduction of this guide for more details.

What are Star Codes?


Star codes are two-digit numbers prefixed with a star (*) and are used to tell the system what to do. Each star code maps directly to an action of the system, allowing you to access PBX features more easily. By using star codes, you can activate a wide range of PBX functionality, such as activate and deactivate Do Not Disturb (DND), forward calls to your cell phone, and use Teach Mode to help a new employee make his first sale. Figure 2-1 lists the full set of features codes. Note: The star codes in this chapter are pbxnsip's Release 4.0 default codes. If your system administrator has assigned different codes for any of the available features, you will need to request a modified list.

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Making Calls
Redial Call Return Intercom
1

Call Forwarding
*66 *69 *90

Call Center
Agent Log In
*70
2 3 3 1

Hot Desking Call Forward All (Activate) Call Forward All (Deactivate)

*64 *65

*71 *72

Agent Log Out

Call Barge In *81


1 Teach Mode *82 1 Listen In *83

Call Forward Busy (Activate) 2 *73 Call Forward Busy (Deactivate)


*74

Transferring Calls
Transfer
2 3

Call Forward No Answer (Activate)2 *75


*77 *85 *86 *87

Call Forward No Answer (Deactivate)

Cell Phones
Retrieve Call from Cell Phone Send Call to Cell Phone Call Cell Phone from Extension Conference
1

*76

*51 *52 *00 *53

Call Park Call Park Retrieve Call Pickup

DND (Activate) *78 DND (Deactivate) *79 Forward Calls to Domain Accounts
*80

3 3

Miscellaneous Voicemail Anonymous Calls


Send Voicemails as Emails (Activate) Block CID (Activate) *67 Block CID (Deactivate) Block Anonymous Calls (Activate)
*68 *88 *95 *96 *97 *98 *99

Show Account Balance Wakeup Call Request Call Details

*61 *62 *63

Send Voicemails (Deactivate) Go to Voice Mail Record New Greetings Clear the Message Indicator

Clean up an Extension *84 Add to White List *91 Add to Black List Record ON Key Record OFF Key
4 4

*92 *93 *94

Block Anonymous Calls *89 (Deactivate)

1. 2. 3. 4.

An extension number is required after these feature codes. A destination number (e.g., an external number) is required after these codes. The argument is optional for these feature codes. These codes are used during a conversation; the tones are audible and can be heard by your connected party.

Figure 2-1.

Complete Set of pbxnsip Star Codes

Note: The list of star codes is also available from the PAC.

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Making Calls
Make Calls
Making phone calls with an IP-PBX is similar to making calls on a traditional telephone system. However, IP phones are intelligent devices and need know when you are finished dialing. Therefore, it will be necessary to press the Confirm button, often denoted by a checkmark, to instruct the phone to begin dialing. To make calls: 1. Dial the number. (For an internal call, dial the extension.) 2. Press the Confirm button on the telephone keypad. Example:
7 8 1 1 5 2 3 4 5 6 7

You can also place calls using your personal address book or your domain address book. See Chapter 3, "Using the Web Interface" (Viewing Important Lists > Address Book or Domain Addresses) for more information. Note: Your phone system may require a prefix before dialing (for example, "9"). If you cannot dial out, see your administrator. Note: Depending on your company's policy, you may be restricted from placing calls to certain numbers (e.g., international or 900 numbers).

Receive Calls
To answer a call when the phone is ringing, pick up the handset or press the Speaker button on your phone. Incoming calls can be distinguished from inside calls by the different ring tone. If the caller is in your personal address book or is part of the domain's address book, you will see the caller's name on the caller-ID. To create a caller-ID for a contact, see Chapter 3, "Using the Web Interface" (Viewing Important Lists > Address Book).

Hold a Call
To hold a call, press the Hold button on your phone (no star code is available for holding a call). If you do not have a Hold button but you have a snom phone, you can configure one of the buttons on the telephone keypad as a Hold button. Hold can be used for transferring a call, picking up another incoming call, or for providing privacy when a mute button is not available. Hold is also useful for initiating star codes from an IP phone (e.g., to park a call, the call must be placed on hold before activating *85).

Redial a Number (*66)


To redial the last number that was called from your phone, dial *66 and press the Confirm button on the telephone keypad. You can also call the last number that was dialed from your

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phone by using the Call Log from the web interface (see Chapter 3, "Using the Web Interface," Viewing Important Lists > Call Log). Example:
* 6 6

Call Return (*69)


To dial the number of the last call, dial *69 and press the Confirm button on the telephone keypad. The number will be available until you establish a call to that number (not necessarily connect, however). This can help prevent you from calling back the same person twice. (However, if you use *69 and discontinue the call during its ring state, *69 will not be able to access that number again, unless the caller calls again.) Example: Notes: If you reach an external mailbox, the system will handle your Call Return as if the call had been successfully established and will clear the number. If you reach a mailbox of another extension on the system, the Call Return number will not be cleared and you will be able to make successive attempts to reach that extension by dialing the Call Return code. The system will store a Call Return number only for calls that contain a valid caller-ID. Telephones that share the same extension number will share the same redial and Call Return number. You can also call the last number that was dialed from your phone by using the Call Log in the web interface (see Chapter 3, "Using the Web Interface," then go to Viewing Important Lists > Call Log).
* 6 9

Intercom (*90)
The Intercom feature mimics the old secretary-boss intercom systems. Intercom can be thought of as a one-part page with a two-way audio. This feature is used for communicating with one other person. The other party must have a separate extension number, as the Intercom feature will not work between two phones that are registered to the same extension. Also, the Intercom feature will not work when multiple registrations are involved with the receiving extension. Note: Permission is needed to use the Intercom feature. If you are unable to activate this feature, see your administrator. Not all vendors support the Intercom feature. Check the user guide that came with your phone for more information. To activate: 1. Dial *90 and the extension you would like to intercom. 2. Press the Confirm button on the telephone keypad. Example:
* 9 0 1 5 2 3

You can now begin conversing with the other party.


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Paging (one-way, one-to-many communication) is another feature that can be used to contact someone. See your administrator to have this set up.

Transferring Calls
Transfer Calls
Calls can be transferred using either the Transfer button on your phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer. Blind Transfer When you activate a blind transfer, the call is transferred with no knowledge as to whether the receiving party will be available to receive the call. A blind transfer can be used for transferring calls to your voicemail or your cell phone.
1. 2.

Press the Transfer button on your phone, or press Hold and dial *77. Enter the extension number (or phone number) of the recipient.

A blind transfer offers no confirmation of call connectivity. If the number is busy or does not exist or no one picks up, you will not be notified. Attended Transfer When using attended transfer, you must speak with the party who is receiving the call to ensure that the call is wanted.
1. 2. 3.

Put the caller on hold (using the phone's Hold button). The LCD will display the call that is on hold. Enter the destination number. Once the party on the receiving end is prepared to take the call, press the Transfer button twice (the first Transfer connects the call; the second Transfer clears the music so that the parties can speak. (If your phone does not have a Transfer button, dial *77 to transfer the call.) You do not need to press the Hold button to free the call. If the person is not available to take the call, you can press the Hold button to reclaim the call and discuss the available options with the caller. Example:
Hold

8 5

Transfer Transfer

Transfer a Call Directly to Someone's Voicemail


If your systems administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can "blindly" transfer a call to someone else's voice mail. The default for direct dial is "8." If you are unable to use this default, see your administrator.

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1. 2. 3. 4.

Put the call on hold using the Hold button on your telephone keypad. Press the Transfer key. (If your phone does not have a Transfer button, dial *77 to transfer the call.) Enter the mailbox prefix key. Enter the extension number. Example:
Hold Transfer *77

3 5

The caller will be transferred to the extension's voicemail. Because the caller will bypass the voicemail timeout, the caller will not hear any ringing. This method does not need to involve an outside caller. To call a person's mailbox directly, dial 8123. Example:
8 1 2 3 5

Call Park (*85) and Call Park Retrieve (*86)


Call Park allows you to send a caller to someone whose whereabouts (within paging proximity) are not known. The receiving party uses Call Park Retrieve (*86) to retrieve the call. Scenario: A call comes in for Diane, but you do not know where she it, so you put the customer on hold, dial *85, and press the checkmark button. You then page Diane, Diane, you have a call on extension 509 (509 is the extension on which the call was received). Diane executes the Call Park Retrieve (*86) feature, dials 509, and retrieves the call. Park orbits can also be used for parking calls (rather than using your extension). When using a park orbit, enter the extension number of the park orbit after *85. Park a call on your own extension 1. Put the call on hold (music plays in the background). If your phone does not have a Hold button, refer to the user guide that came with your phone.
2.

Press *85 to park the call, then press the Confirm button on your telephone keypad. Example:
Hold

An announcement will indicate that the call has been parked. At this point, the call can be retrieved by any extension by dialing *86 and your extension number. Example:
* 8 6 1 2 3

If the call is not picked up within a specified time (default is 1 minute), you will receive a call from the system reminding you that a call is waiting.

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Park a call on a specific extension: See your system administrator to determine which extensions are available for parking calls. The system administrator may configure specific park orbits (e.g., 800, 801, 802, and 803) on the system so that all users can park calls to the same place. This is useful for monitoring parked calls and buttons, as well as for applications that need to park calls. Park orbits also ensure that voicemail does not pick up.
1. 2. 3.

Put the call on hold (music will play in the background). Press *85 to park the call. Enter the extension number. Example:
1
Hold

5 * 3 5

2 5

An announcement will indicate that the call has been parked. At this point, the call may be retrieved by any extension (which has permission) by dialing *86 and the extension number on which the call has been parked. Example: 6 5 8 *
1 2 5 3 5

Call Pickup (*87)


Call Pickup allows you to pick up a phone that is ringing. It can be used to pick up calls ringing into a specific extension or for ringing calls in general, including calls ringing into a hunt group or agent group. Note: When compared to Call Park Retrieve, Call Pickup has a sense of urgency associated with it. (You must pick up the ringing phone before the call goes to voicemail.) Call Park Retrieve allows you to take your time, as the caller is already in the system. Before you can use Call Pickup, you must first put your last call on hold so that the system does not interpret and execute the star key during calls made to external systems that also use star keys. Directed Pickup 1. Dial *87. 2. Dial the extension on which the call is ringing.
3.

Press the Confirm button on the telephone keypad Example:


1 5 * 2 8 3 7

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Note: The Sipura devices from Linksys by default are not able to support star codes with more than two digits. General Pickup Call Pickup can also be used without specifying an extension. To activate, dial *87 and press the Confirm button on the telephone keypad. Example:
* 8 7

The system searches for calls to pick up in the following order: Hunt groups: For a call that is headed for a specified hunt group, the system will stop the hunt group and send the call to the extension that dials the pickup code. If several calls ring the hunt group, then the system will pick up only the first call that went to that hunt group.

Extensions: When the account number is an extension, the system searches for calls that go directly to the specified extension. These calls can come from an auto attendant or through direct extension dialing. Calls that ring the extension because it is part of a hunt group or an agent group will not be considered by Call Pickup. Agent groups: As with the hunt group, the system picks up a call from the specified agent group. For calls in the ringing state, the system picks the first call that is in that state. Otherwise, the system picks the call that entered the queue first.

Conferencing
Numerous conferencing methods are available when using a VoIP system. You can hold conferences at a moment's notice or plan for them well in advance of the actual conference. To add a third party to a call that is already in process, simply use the Hold and Conference buttons on your phone. If you need to include more than three people at a moment's notice, you can hold an adhoc conference. Participants joining an ad hoc conference will call into an extension that has been designated to conferencing. If you need to plan a conference and notify the participants in advance, you can hold a scheduled conference. Email notices will automatically be sent to the participants, providing them with conference details, including an access code. The system may have several simultaneous conferences spread across different domains or conference room accounts.

Three-Way Conferences
If your phone has Hold and Conference buttons, you can do a three-way conference using your phone:
1.

Put the initial party on hold by pressing the Hold button on your phone.

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2. 3.

Dial the extension or external number of the new party, and press the Confirm button on your telephone keypad. When the new party picks up, press the Conference button to merge the calls. Example:
Conf. Hold

1 5

7 5

Note: When you use the phone buttons to create a three-way conference, the network usage and quality of the call may be affected since you are processing numerous calls and merging them together.

Ad Hoc Conferences
The ad hoc conference makes it possible to hold conferences at a moment's notice. This method of conferencing is handled through the system and produces a high-quality three-way conference. Although this method offers an especially simple way to hold a conference, unauthorized users are not prevented from joining the conference (unless the account requires a PIN); however, for small offices, this is a simple solution. To hold an ad hoc conference, you need to know the extension number that has been reserved for ad hoc conferencing (see your administrator if you do not know the extension). If the designated extension is 665, then all parties who enter 665 from their extensions will be joined to the same call. Participants are not required to enter an access code unless the account has been set up with a PIN requirement. Any number of participants can join the call. (You can also call the participants and then blind-transfer them into the conference.)

Scheduled Conferences
The scheduled conference allows you to plan for your conference and notify those who will be invited to the conference. This method of conferencing requires an access code, preventing unauthorized users from joining the conference. To create a conference, click Conference from the Lists tab. For instructions on populating the fields shown below, see Chapter 3, "Using the Web Interface" (see Viewing Important Lists > Conferences).

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Once a conference has been created, the system will generate an access code (as shown below). The person who creates the conference (i.e., the moderator) has a different access code than the participants.

All participants will be notified of conference date, time, and access code.

Bring an Unscheduled Party into a Scheduled Conference (*53) The Conference (*53) feature allows you to quickly bring someone into an in-session conference, even though the individual is not part of the participant list. The new party can be on a cell phone or regular phone. The benefit of this feature is that the new party is required to do nothing but answer the phone (conference number and access code are not needed). The party in charge of the conference simply needs to call the new party (from a line that is separate from the conference) and use *53 to join the party to the conference. Scenario: You're in the middle of a conference call and you realize you need the input of someone who is not present in the conference. The individual happens to be traveling to a meeting, so you call the person on his cell phone and then connect him to the conference using the Conference feature.

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To bring the party into the conference:


1.

2. 3.

Call the party from a different phone line. (Use the *00 feature if you need to access the individual's cell phone but do not know what that number is. See Chapter 5, "Cell Phones," for more information on this feature.) Place the call on hold. Enter *53, then press the Confirm button on the telephone keypad.
9
Line 2

7 3 5

3 5

7 5

Hold

Anonymous Calls
Block Your Caller-ID (*67)
Blocking your caller-ID keeps your phone number and name hidden from the party you dial. A blocked caller-ID also prevents the called party from looking you up in an address book and initiating a callback. Calls from one extension to another extension will always reflect the caller-ID.
1.

Dial *67 and press the Confirm button on the telephone keypad. Example:
* 6 7

You will hear an announcement indicating that the caller-ID will be blocked for all future calls. Note: Caller-ID is always presented for internal calls.
2.

Dial *68 to re-enable your caller-ID. Example:


* 6 8

Reject Anonymous Calls (*88)


To reject anonymous calls, dial *88 and press the Confirm button on the telephone keypad. Example:
* 8 8

To allow anonymous calls again, dial *89 and press the Confirm button on the telephone keypad. Note: If you have set your Call Forward to busy condition, the system will forward anonymous calls to the designated destination (for example, your assistant). This will ensure that your anonymous calls get screened before you take the call. If you have not set the Call
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Forward to busy, the system will announce to the caller that the call cannot be taken because of the blocked caller-ID. Other options are available for handling anonymous calls, such as screening the calls yourself or using the Ask for name setting, which requires that callers announce their name. These options are detailed in Chapter 3, "Using the Web Interface."

Forwarding Calls
Call forwarding allows you to forward your calls to another number. Multiple methods are available for doing this.

Hot Desking (*70)


Hot desking can minimize the need for office space and is often used as a cost reduction method. It allows users to use the same desk and phone, although at different times. Hot desking can be used on a temporary or permanent basis. In either case, all calls made to your extension (or as part of a hunt group or agent group) will get routed to the new extension or destination. When Hot Desking, the person takes ownership on the phone, which means that outbound calls from the phone will reflect that person's caller-ID. It is not expected that other significant inbound traffic goes to the originally registered extension. This fact suggests that offices use "virtual" and "real" extension numbers:

"Real" extension numbers are used for employees with a fixed location (e.g., switch board, management) "Virtual" extensions are not registered. They are used simply for routing calls to a specific user. Note: If you would like to route your calls to a colleague who is covering your calls for the day, use either the Redirection star code (*71) or the web interface (Settings > Redirection). The hot desking feature can also be used in a Find-Me/Follow-Me manner. When visiting a co-worker's office, you can activate the feature to make sure that your calls follow you. To log into a hot desk: Note: You must set your voicemail PIN before you can use the Hot Desking feature.
1. 2. 3.

Dial *70 and press the Confirm button on the telephone keypad. Enter your extension number when prompted. Enter your voicemail PIN code for the extension number when prompted.

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Example:
1
PIN

* 2

7 3

The system will acknowledge that the Hot Desking feature is in service. Note: The system will automatically log you out of a hot desk each night. Also, after activating the hot desk feature, you will receive an email notifying you that a status change has been initiated on your extension. To log out of a hot desk: Dial *70 and your extension number from the location that is currently registered as a hot desk or from a phone that has been configured to the extension in question. The system will acknowledge that the Hot Desking feature is no longer in service.
1 * 2 7 3 0

Note: Hot Desking has limitations. You will not be able to move telephone preferences, such as ring tones, address book programming, etc., to another desk.

Call Forward All Calls (*71/*72)


Use the Call Forward All (*71) feature when want to redirect all calls to another number (e.g., when you are away and a colleague is answering your phone). To activate:
1. 2. 3.

Dial *71 and press the Confirm button on the telephone keypad. Enter the call forwarding number once the announcement is complete. Press the # key. Example:
9 5 * 7 7 8 1 1 2 3 4 5 6 7 #

4.

The system will repeat the number and then hang up. If you want to change the forwarding number, just call *71 again. To deactivate Call Forward All, press *72, then press the * key when prompted. The announcement will indicate that call forwarding has been turned off.

Physical access to your phone is not required for modifying this setting. You can activate the Call forward all calls feature through the web interface (see Chapter 3, "Using the Web Interface," then go to Redirection Settings).

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Call Forward on Busy (*73/*74)


Use the Call Forward on Busy (*73) feature when you want to forward calls to another number if your extension is busy. This feature is typically used for redirecting calls to a team member or colleague to ensure that all incoming calls are answered. To activate:
1. 2. 3.

Dial *73 and press the Confirm button on the telephone keypad. Enter the call forwarding number once the announcement is complete. Press the pound key (#). Example:
9 5 * 7 7 8 3 1 2 3 4 5 6 7 #

The system will repeat the number and then hang up. If you want to change the forwarding number, just call *73 again. To deactivate, dial *74. The announcement will indicate that call forwarding has been disabled. Note: Physical access to your phone is not required for modifying this setting. You can activate the Call forward calls when busy feature through the web interface (see Chapter 3, "Using the Web Interface, then go to Redirection Settings).

Call Forward on No Answer (*75/*76)


The Call Forward on No Answer feature redirects calls after a certain time when the extension does not pick up. This feature is typically used to redirect your incoming calls to an assistant or to your secondary phone in case you are not sitting by your phone. To activate:
1. 2. 3.

Dial *75 and press the Confirm button on the telephone keypad. Enter the call forwarding number once the announcement is complete. Press the pound key (#). Example:
9 5 * 7 7 8 5 1 2 3 4 5 6 7 #

The system will repeat the number and hang up. If you want to change the forwarding number, dial *75 again. To disable this feature, dial *76. The announcement will indicate that call forwarding has been disabled. The settings made by your system administrator determine the length of time that passes before unanswered calls are forwarded. To change this value, use the Call forward no answer timeout setting (see Chapter 3, "Using the Web Interface," then go to Redirection Settings).

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Physical access to your phone is not required for modifying this setting. You can activate the Call forward on no answer feature through the web interface (see Chapter 3, "Using the Web Interface," then go to Redirection Settings).

Set "Do Not Disturb" (*78)


Do Not Disturb or DND functionality gives you the ability to silence your phone for all incoming calls, even calls made to a hunt group or agent group. When DND is activated, calls will not be sent to your cell phone even if your call forwarding setting is linked to your cell phone. The system will, however, call your cell phone to notify you of any messages that are received while DND is activated.

To activate DND, dial *78 and press the Confirm button on the telephone keypad. Example:
* 7 8

Dial *79 to deactivate.

Notes: Although it is okay to use the DND button that is available on the IP phone itself, you will still need to activate the *78 star code so that the system will know to put your extension and any additional phone number that has been configured through it into DND. DND can be overridden by someone who has DND override permission. Typically, this is a secretary who needs access to the boss, even if he or she is on DND. DND takes precedence over Call Forwarding, as the latter cannot prevent hunt group calls from reaching your extension.

Forward Calls to Domain Account (*80)


This feature allows you to forward domain accounts (e.g., auto attendant, hunt group, etc.) to your own extension. Before this feature can be used, permission for each account must be activated by the administrator. To forward all auto attendants, hunt groups, and agent groups of the domain:
5 5 * 3 8 3 0 #

To forward only a specific account, the account must be specified after the star code:
5 5 * 3 8 3 0 # 7 7 7

To disable this feature, enter a star in place of the call forward number:

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5 * 5 *

Call Center Features


The systems interrupt and call monitoring features must be used with caution. Please consult corporate and government regulations to determine whether these features are allowed in your environment. Illegal listening to phone calls is a severe crime, and system administrators must be aware of this. Your system must be licensed to use the Call Center star codes, as all modes of call monitoring, especially the listen-in mode, severely affect the privacy of calls on the system. Therefore, these modes are available only to extensions that are specifically allowed to use these features (see your administrator regarding your licensing agreement).

Agent Log in/Log out (*64/*65)


Note: An extension must be configured as part of an agent group before this feature can be used. See your administrator for more details. The Agent Log In/Log Out star codes allow agents to log in and out of agent groups. Agents can use these codes to log themselves in at the beginning of a shift and then log back out when finished. Before agents can activate the log in/log out (*64/*65) features, agents must be given permission by the administrator. Example:
* * 6 6 4 5
Log in Log out

Agents who are members of numerous agent groups must specify which agent group they would like to log in or out of. Otherwise, *64/*65 by themselves will log the agent into or out of all agent groups. Using the sample shown below, the agent will be logged out of agent group 666 and will retain logged-in status for all other agent groups. Example:
* 6 5 6 6 6
Log out of 666

(If the codes for Agent Log In and Log Out are identical, the system will toggle between the two states, which is useful if a user has programmed a speed dial button for Log In/Log Out.)

Call Barge-In (*81)


Note: You need permission before you can use this feature. See your system administrator for more information if you are unable to activate it.

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In Call Barge-In, two callers speaking to each other are put into a conference with a third person. Typically, this third person is either a secretary reminding the boss about another appointment or possibly a co-worker in the next cube who needs help on a call. Both parties can hear the third person come into the call and can hear what the third person has to say.

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To activate Call Barge-In:


1. 2.

Dial *81 then enter the extension that you would like to interrupt (e.g., *81508, where 508 is the extension). Press start on the telephone keypad. Example:
* 8 1 1 2 3

Call Teach Mode (*82)


Note: You need permission to be able to use this feature. See your system administrator for more information if you are unable to activate it. In Call Teach mode, only one party can hear the third party. This is typically useful in a call center when a trainer wants to offer tips to a new agent without the customer knowing. This mode is sometimes referred to as "whisper mode," because the agent's phone must have an especially good echo cancellation so that the customer does not hear any background echo. To activate Call Teach mode:
1. 2.

Dial *82, then enter the extension number that should hear your voice. Press the start key from the telephone keypad. Example:
* 8 2 1 2 3

Call Listen-In (*83)


Note: You need permission to be able to use this feature. See your system administrator for more information if you are unable to activate it. The Call Listen-In mode enables a third party to listen in without being detected. The two parties speaking to each other are not notified about the listen-in and have no idea that a third party is on the phone. To activate Call Listen-In:
1. 2.

Dial *83, then enter the extension number that you would like to monitor. Press the start key from the telephone keypad. Example:
* 8 3 1 2 3

Miscellaneous
Show Account Balance (*61)
This feature shows you the remaining balance of a prepaid calling card account.

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Wakeup Call (*62)


The Wakeup Call (*62) feature allows you to receive automatic wakeup calls from the system. Though this feature is used primarily in hospitality environments, it can also be used on an individual basis.
1. 2. 3.

Dial *62. Press the checkmark. Enter the wakeup time in 24-hour format (HHMM); for example, 0715 (for 7:15 a.m.) and 1915 (for 7:15 p.m.) Example:
0 * 7 6 1 2 5

The system will confirm the wakeup call. To cancel a wakeup call after it has already been confirmed, press the star (*) key. Note: Wakeup calls cannot be transferred to other registered devices.

Request Call Details (*63)


The Request Call Details (*63) feature allows you to request that the details of a call (callerID, call duration, and time of call) be sent to your email address. This feature is handy and prevents you from needing to ask the caller for contact information. To activate the Request Call Details feature:
1.

Dial *63 and press the Confirm button on the telephone keypad. Example:
* 6 3

The system will send you an email with the caller-ID, the duration of the call, and the time of the call.
2.

Retrieve the message in your email.

Clean up an Extension (*84)


This feature allows you to quickly clean up an extension and is ideal in hospitality environments. It can be used to clear extensions of messages after guests have checked out and before new ones arrive. It can also be used to clean up extensions of employees who have left the company. This feature has no default star code associated with it (see your administrator for the code). This feature requires administrator permission.

Add Contact to White List (*91)


This feature allows you to add a contact to the white list of your personal address book. White list contacts receive preferred treatment: They are not required to say their name

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before speaking with you, and they can receive a callback when your extension becomes available. To add a contact to the white list, dial *91 and press the start key on the telephone keypad. If the number does not already exist in your address book, the system will automatically create an entry for this number. Example:
* 9 1

To edit the address book entry, go to Chapter 3, "Using the Web Interface" (see Address Book).

Add Contact to Black List (*92)


This feature lets you avoid unwanted contacts (e.g., an overtly aggressive sales person, fax spammers, etc.). If a caller is on the black list, your Incoming anonymous call settings will determine how that call is treated (see section on Redirection). If the caller should be blocked, then the system will block that call. Otherwise, the system will ask the caller to leave his name before calling your extension. Fax spammers will be unable to get through once they are on the black list. Black list contacts are not allowed to camp on an extension. To add a contact to the black list, dial *92 and press the start key on the telephone keypad. If the number does not already exist in your address book, the system will automatically create an entry for this number. Example:
* 9 2

To edit the address book entry and remove from the black list, go to Chapter 3, "Using the Web Interface" (see Address Book).

Record Phone Calls (*93/*94)


Use the Call Record feature to record a conversation between you and another party (for example, a call between you and your lawyer or any other call when remembering the contents of the call is critical). Your system must be configured for call recording. Check state and federal laws before recording calls. To activate the record feature, dial *93 on the telephone keypad. To deactivate, dial *94. Example:
* * 9 9 3 4
Record ON Record OFF

To retrieve the recording, go to your mailbox from the web interface (Chapter 3, Using the Web Interface, then go to Viewing Important Lists > Mailbox).

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Chapter 3
me Na

SIP passw or d

oad upl ge as ua sw ng ord web la

Using the Web Interface


Overview ..................................................................................................................................... 32 Logging in .................................................................................................................................. 32 Configuring Your Settings .................................................................................................... 34 General Settings ....................................................................................................... 35 Redirection Settings ............................................................................................... 37 Mailbox Settings....................................................................................................... 41 Email Settings............................................................................................................ 44 Buttons ........................................................................................................................ 46 Instant Message ....................................................................................................... 49 Viewing Important Lists ........................................................................................................ 49 Mailbox ........................................................................................................................ 50 Conferences ............................................................................................................... 50 Missed Calls ................................................................................................................ 52 Call Log ........................................................................................................................ 53 Personal Address Book........................................................................................... 54 Domain Address Book............................................................................................ 57 Checking the Status of Your Extension ............................................................................ 57

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Overview
When comparing modern-day VoIP systems and legacy IP-based systems, the addition of the web interface or web portal is one of the most important differences. The web interface allows you to perform all the functions that can be done from the phone, as well as other settings. From the interface, you can integrate your cell phone and/or email account with your extension, set a schedule for call forwarding, activate Do not Disturb (DND), create a speed dial button (if you have a phone with buttons functionality), and activate many other features. To use the web interface, you will need the user name and password that was provided to you in the welcome email shown in Figure 1-1. The email contains your extension number and password. Keep this information for your records.

Logging in
To log into the system, click the URL provided in the welcome email. If your system administrator provided you with an address of the system, enter that address into a web browser. If everything is set up correctly, the login screen shown in Figure 3-1 will appear. If the login screen does not appear, contact your system administrator. Account: Enter your extension number. Password: Enter the password provided in the welcome email. Login Type: Allow the default, Automatic, if you are logging in as a user. Note: If you have domain administrator rights and would like to log in as a user, select User Login. Language: Select the language that you would like to see throughout the web interface and in emails sent by the system.
Figure 3-1. Web Interface Login Screen

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The following screen is displayed. You can configure your account settings using the three main tabs: Settings, Lists, and Status.

Figure 3-2.

Web Interface Welcome Page

The Settings and Lists tabs have numerous options:

Settings: From the Settings tab, you can change your password, set up redirection, control your mailbox, forward voicemails to your email, set up your buttons, send instant messages, and more.

Lists: The Lists tab allows you to easily access important lists: email, conferences, missed calls, personal address book contacts, and domain address book contacts.

The Status tab gives you a snapshot of your account settings. At a glance, you can see how your call forwarding is set up, whether hot desking is active, and what your agent status is.

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Configuring Your Settings


Following is the Settings tab. From this tab, numerous pages (General, Redirection, Mailbox, Email, Buttons, and Instant-Message) can be accessed that allow you to make changes to your account.

Following is an overview of these pages:


General: Change your password, upload your picture, set a wakeup time, set callwatch, specify pickup preferences, block caller-ID, and more. Redirection: Activate Do not disturb, establish treatment for anonymous callers, set call-forwarding features, and attach a cell phone number to your account. Mailbox: Enable your mailbox, set a pickup time, assign a maximum number of messages that can be sent to your mailbox. Email: Add an email address to your account and establish email account settings. Buttons: Configure the settings for the buttons on your phone (only snom phones have buttons functionality). Instant-Message: Send instant messages from the web interface.

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General Settings
To customize your extension account, click the Settings tab. (The fields shown below are not necessarily visible to all users. Your administrator determines which fields are available.)

Use the following information as a guide when configuring these settings:


First name and Last name: These fields will be displayed for all internal and external calls (international characters are permitted). SIP Password: The SIP password influences the connection between your VoIP phone and the system. Changing this password will interfere with your access to other registered SIP devices (your soft phone), so leave this setting as is.

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Web Password: This password is used to access both the web interface of the system and the PAC. Note: Use a combination of letters and digits and even a symbol to ensure password security. After youve entered a new password, the current HTTP session will stay valid until your next login. Permanent cookies will be invalidated on the next login.

PIN: Your PIN will be used in several areas of the system (e.g., when accessing your voicemail from an outside phone, when using the calling card account, and when hot desking). For optimum security, use at least five digits. Timezone: This setting tells the system your time zone. It will affect the time stamps of your mailbox and all other time stamps related to your extension. If you are using your extension from a time zone that differs from your domains time zone, be sure to override the domain setting. IVR Language: This setting controls the language of voice prompts delivered by the system and the language that is displayed on the LCD of your phone. (Callers will not hear the language when calling into your mailbox.) If you do not see your language listed in the dropdown, see your administrator. Web Language: From this setting, you can control the language of the pbxnsip web interface and the emails you receive from the system. You can override this setting during your initial login to the pbxnsip web interface. Upload picture: The uploaded picture will be displayed whenever you call another extension within the same domain (as long as the other extension has picture-displaying capability). Use a thumbnail image size to facilitate easier picture upload during the call setup. The format of the picture depends on your phone model:

For snom 370 phones, use a grayscale BMP image. For models that can display color photos, use a JPEG image.

The system will display the picture on the landing page of the PBX login.

Wakeup time: This field allows you to receive automatic wakeup calls from the system. Though it is primarily used in hospitality environments, it can also be used on an individual basis. You can also use star code *62 to activate a wakeup call (see Chapter2, Using pbxnsip from the Phone). Watch the calls of the following extensions: This feature allows you to watch the presence of an extension(s). The system will automatically generate configuration files of the extensions specified. Note: Wildcard patterns are permitted. If you use only a star, the system will place all extensions of the domain into its call-watching list.

Watch the following accounts on PAC: This setting allows you to list the extensions that you would like to monitor on pbxnsips attendant consoles (see Chapter 6).

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Explicitly specify park orbit preference: Allows you to list your preferred extensions when using the Call Park (*85) feature. If you enter a star (*) into this field, the system will have no preference list to draw from when you activate the Call Park feature, and you will be required to enter the number of the park orbit from the phone keypad (see Chapter 2 for more information on Call Park). Explicitly specify pickup preference: Allows you to list your preferred extensions when using the Call Pickup (*87) feature. This list typically matches the list for parking calls. If you enter a star (*) into this field, the system will have no preference list to draw from when you activate the Call Park feature, and you will be required to enter the number of the park orbit from the phone keypad (see Chapter 2 for more information on Call Pickup.) Permissions to monitor the account: This setting allows you to specify which extensions shall be permitted to see the status of your extension, including your active calls. By default, all extensions are allowed to see the status of your extension. You can either list the extensions (e.g., 511, 518, 523, 522, 513) or use wildcards to match multiple extensions. Block outgoing caller-ID: Using this setting, you can control whether your caller-ID will be displayed when you make outbound calls.

Redirection Settings
Redirection settings allow you to forward your calls to other extensions or phone numbers, like your cell phone, preventing you from missing incoming calls. To make these changes, click Redirection, as shown below:

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Use the following information as a guide when configuring your redirection settings:

Do not disturb: This setting allows you to tell the system to leave your phone silent for all calls, both internal and external, and even calls from the hunt group. Only extensions with permission to override DND will be able to call the extension (DND override is an administrator setting). An extension on DND can place outbound calls at all times. You can also set DND using Do Not Disturb (*78). See Chapter 2 for more information. Incoming anonymous calls: This setting controls the treatment of incoming calls; however, it does not affect internal calls or calls from a hunt group or agent group. See also the Black List (*92) feature.

No special treatment: All calls are sent directly to your extension. Reject Call: The caller will be informed that your extension does not accept anonymous calls and will not be put through to your extension. Pretend to be busy: Prevents the call from going through; however, it does not tell the caller why. Ask for name: Prompts the caller for his or her name, then puts the caller on hold while calling your extension. After the system reads out the recorded name, you may decide what to do with the callaccept it, send it to the mailbox, or reject it. Ask for name even if the caller-ID is present: Requests the callers name, even if the caller-ID is available. Only white list callers will be put directly through.

Hot Desking at: Allows you to specify an extension where you will pick up your calls. All calls (including calls from an agent group or hunt group) will be sent to this extension. For more information on hot desking, see Chapter 2, Using the PBX from the Phone. Call forward all calls to: Redirects all calls to another extension. Calls that are headed directly to your extension are the only calls affected by this setting. If you are part of a hunt group, agent group, or paging group, calls originating from these groups will not be redirected. Call forward calls when busy to: Forwards all calls to the extension that you specify, only when your extension is busy. This condition is true if either the phone itself signals that it is busy or if the Lines parameters has been set for the extension and this number has been reached. (The lines parameter is an administrator setting.)

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Call forward on no answer to: Redirects all calls after there has been no answer for a predefined period. The waiting period is defined in the domain but can be overridden by the Call forward no answer timeout setting (see next bullet item). (If the mailbox picks up earlier, this setting will have no effect; if the call is redirected, the mailbox timeout will be cancelled.) Call forward no answer timeout: Determines how long the system will wait for you to answer the phone (default is 10 seconds). This field is effective only if the Call forward on no answer field has been set. Call forward when not registered: Allows you to specify where calls will be forwarded if, for any reason, your extension is no longer registered. If you are part of a hunt group, agent group, or paging group, calls originating from these groups will not be redirected.

Cell Phone Integration pbxnsip recognizes the importance of cell phones and has integrated them into its system. Note: Cell phone integration is different from having two phones registered to the same extension. Registering two phones to the same extension allows you to receive calls from two different phones. Configuring your cell phone (or any other phone number) to your extension allows you to receive calls at several locations, as well as be reached at numerous phone numbers. The additional phone number(s) may be called simultaneously or sequentially, either in a preferred order or in accordance with your scheduled activities and locations. For example, you can set the second phone to ring 10 seconds after your desk phone to give yourself enough time to pick up the office phone if youre at your desk. Registering a second phone allows you to be accessible at all times, even in the event of a power failure. If at anytime your office extension (or remote extension) is disconnected from the pbxnsip VoIP system, your calls will automatically be sent to your cell phone. When your phone is reconnected, incoming calls will automatically be rerouted to your extension. Registering a second phone and configuring its settings can also be done from the Personal Attendant Console (PAC) (see Chapter 6). Use the following information as a guide when registering your second phone:

Cell phone number: While most users populate this field with a cell phone number, any phone number can be used. The number should be entered without any spaces or hyphens (e.g., 9781234567). Confirmation: This setting allows you to require confirmation (pressing 1 on your cell phone) before the call will be connected. The benefit of requiring confirmation is that if your cell phone is temporarily unavailable (for example, if youre driving through a tunnel), the call will not automatically go to your voicemail and the caller is likely to call back. Include the cell phone in calls to extension: This feature gives you the freedom to pick up calls from either your extension or your cell phone. By activating this
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feature, both phones will ring (Call Redirection rings only the phone where the call is being redirected to). To pick up the call from your cell phone, answer the call, then press 1. You can also set the cell phone to ring from 1 to 30 seconds after your extension starts ringing.

When calling the extension in a hunt group: This setting allows you to tell the system to include your cell phone in calls made to a hunt group. When calling the extension in an agent group: This setting allows you to tell the system to include your cell phone in calls made to an agent group. Specify time when system calls the cell phone: The various options within this setting allow you to specify the times at which the system will ring your cell phone. This will prevent calls in the middle of the night if someone dials your extension. Note: Your time zone setting (Settings > General) must be set to reflect your regions time zone; otherwise, you may receive calls outside the parameters you set for your cell phone. Choose from among the following settings when configuring your cell phone:

No specific time excluded: Your cell phone will ring every time your extension rings, regardless of the time. Explicitly specify available times: This setting allows you to specify a schedule for the system to use when calling your cell phone (see Figure 3-3). Your administrator may have already provided you with a selection of times in a dropdown list. If not, select Explicitly specify available times and populate the fields for each day of the week using the following instructions: You can use either the 24-hour format (e.g., 21:00 for 9:00 p.m.) or the English AM/PM style (e.g., 9:00P for 9:00 p.m.). However, both formats require a start time and an end time (e.g., HH:MM-HH:MM). To specify more than one time segment, use the following format: 9:00-12:00 1:00P-7:00P (one space separates the two segments). To specify the days on which you do not want the schedule to be activated, such as a holiday or any other day, use the holiday field:

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To specify 1 day, use the MM/DD format (e.g., 11/24 for November 24). To specify 2 days, use the MM/DD format with a space between the days (e.g., 12/24 12/25 for December 24 and 25).

Figure 3-3.

Cell Phone Calling Schedule

Mailbox Settings
Every extension has a voice mailbox; however, the administrator can disable it and use an external mailbox, e.g., Microsoft Exchange. This section applies only to the voice mailbox of the system. To make changes to your mailbox settings, click Mailbox from the Settings tab, as shown below:

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Use the following information as a guide when setting up your voice mailbox:

Mailbox Enabled: From this setting, you can enable or disable your voice mailbox. If it is disabled, callers will not be able to leave messages for you and you will be unable to use the mailbox functions. If you choose Act as park orbit, those who call the extension will be parked at your extension until their call is picked up, which is usually not useful for extensions that have phones registered and make phone calls. Time until mailbox picks up: This setting allows you to specify how long the system should wait before redirecting calls to your voicemail. If you are using Call forward no answer timeout (see Redirection settings), the shorter timeout will be executed first. If you are using Include the cell phone in calls to extension (see Redirection settings), be sure to give the system enough time to call your cell phone (which may take 10 or more seconds) and enough time for you to view the caller-ID. The default is 20 seconds. Maximum number of messages: This setting allows you to specify the number of voicemail messages you want to store at any one time. If the maximum has been reached and a caller wants to leave a new voicemail message, the system will attempt to delete a saved message. If space is still unavailable, the system will tell the caller that the mailbox is full. Announcement Mode: From this setting, you can decide what a caller will hear when calling your extension.

Anonymous Announcement: The caller will hear the number of the extension.

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Name Announcement: The caller will hear the recorded name of the extension, if one is available. Personal Announcement: The caller will hear the recorded announcement of the extension, if one is available.

Allow Access for Extensions: This setting allows you to create a group mailbox, which can be used for anything from a joint boss/secretary mailbox to a place to collect calls that come in after hours, during lunch, or during a holiday. When entering multiple extensions, use a space as a separator (e.g., 101 102). All parties will be notified of incoming messages by the MWI that is located on their individual phone (see MWI below). To hear the messages, enter your extension (from your own phone) and press the access key. The messages can also be retrieved by dialing into the shared mailbox from an outside phone or an outside line on your own phone (see Chapter 4 for accessing your voicemail from an outside phone). This method allows you to hear messages that were called into the shared extension only; however, for this method, you will need the PIN of the shared mailbox to access its voicemail.

Send message waiting indication: When this feature is activated, you will receive a message waiting indicator (MWI)a blinking light on your phonethat notifies you of a new message. Once you have listened to the message, a solid light will replace the blinking light. This enables the system to alert you the next time a new message has arrived. To clear the message indicator without listening to your message, dial *99. Call cell phone when new message arrives: Activate this feature if youve decided against forwarding your calls to your cell phone but still want to be alerted when a new message arrives on your extension. Once a caller has left a message, the system will call you on your cell phone. After the announcement, press 1 to hear the message. Mailbox Escape Account: This setting gives you the option of changing the direction that a call will take once the caller presses 0 to speak with the operator. The extension that you enter into this field will receive the calls that the user thinks are directed to the operator.

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Email Settings
The email settings on this page allow you to receive emails as notification of all incoming calls on your extension. From this page, you can also request an audio file, or WAV file, of voicemail that has been left on your extension. You can access this page by clicking Email from the Settings tab (see below):

Use the following information as a guide when integrating your email address:

Email Address (e.g. abc@company.com): This feature allows you to integrate your email account with your extension account. Voicemail messages will be sent to your email account according to the settings you choose below. When entering multiple email addresses into this field, use a semicolon as a separator. Send a mailbox message by email: You have three options with this setting.

Do not send an email: No email will be sent. Use this option if you prefer to use only your phone to receive voicemail messages. Send emails without attachments: Email notifications will be sent to you whenever you receive a voicemail message. This provides somewhat of a visual voice mailbox. You will see the name and number of the caller and the date and time that the call arrived. To retrieve the voicemail itself, you will need to call into your voicemail. The benefit of this mode is that emails that are relatively short can easily be read using mobile devices that support reading emails.

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Send message as attachment: Your actual voicemails will be attached to the email notifications. Use this option if you are using email throughout the day and are using a personal computer for processing email.

After sending a message: Decide what to do with a voicemail message after it has been emailed to you:

Keep message as new message: The message will remain in your mailbox as a new message. This option has the potential danger of eventually overfilling your voice mailbox. Mark message as read: The message will remain in your mailbox, but the system will drop the oldest message to make room for a new message if your mailbox becomes full. The disadvantage of this mode is that the message waiting indicator will not alert you of new messages. Delete the message: The message will be deleted after the email has been sent. This keeps your mailbox clean, but the system does not store voicemail messages permanently, so you will need to listen to the messages from your email client.

Send email on missed calls: When this setting has been activated, the system sends you an email for each missed call (see below). Calls to a hunt group or agent group are not included.

Send email record for all calls: When this setting is activated, the system sends you an email for all calls (see below). This feature is useful for keeping track of a group sales extension, a telemarketing campaign, or calls made to a new employees extension. (When both missed calls and all calls have been activated, you will receive two emails for each missed call.)

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Send email on status changes: You will be notified of all status changes (e.g., toggling your DND status, changing your registration status, etc.).

Buttons
A typical office telephone, whether conventional or VoIP, includes a wide range of buttons which can be activated to implement particular features, such as mute, conference, and hold. However, some phones also include a number of buttons that can be programmed to dial specific telephone numbers and carry out certain functions. For example, you can program a button to record a call at a particular extension with one touch, or you can program it so that the LED will light when certain extensions are busy. Buttons can also be used to activate star codes, log in and out of an agent group, and do many other functions (see image below):

Figure 3-4.

Programmable Buttons

The same button type (Table 3-1) can be used repeatedly when programming buttons. Some button types serve as visual cues to indicate that a particular function has been activated (DND, extension monitoring, Agent login/logout, BLF). Other buttons are used to activate

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certain features of the system (speed dial, cell phone). For each button, you may choose one of the following modes:
Table 3-1. Button Functionality Button Type Parameter

Private: Multiple lines can be configured on IP phones. Use this mode to indicate those extensions here. Shared Line: Shared lines are best compared to physical lines between the system and the central office. In the past, PBX users had to seize a line before placing outbound calls. The shared line feature emulates this mode. When a user seizes a shared line, other users also sharing this line see the LED go on. Calls can be put on hold by pressing the button, and other users sharing this line can pick the call up by also pressing the button. This is sometimes referred to as key system functionality. Speed Dial: When buttons are used as speed dials, the phone will simply dial the programmed number (the LED next to the button will not light). Speed dials can be used for phone numbers, extensions, and star codes. Cell Phone: This mode allows you to quickly call someones cell phone. (After pressing the button, you will need to enter that persons extension number.) Monitor extension (on phone): Use this mode for monitoring the call status of another extension. (For snom phones, use the on the phone mode.) The monitoring is not passive; when a call is either coming in on that extension (fast blinking) or is on hold or parked (indicated by slow blinking), you can pick the call up by pressing the button. Calls that are connected have a solid color. The extended mode is intended for the attendant consoles (see Chapter 6, Attendant Consoles). Service Flag: This mode allows you to change the status of a manual service flag. (This button type will have no impact on automatic, time-dependant service flags.) Park Orbit: Use this mode if you want to assign a button to a specified park orbit. A park orbit is an extension number used for parking calls. A call can be parked and retrieved by pressing this button. A parked call is indicated by a blinking light. Do not disturb: This mode shows the extensions DND status. The LED will light when DND is in active mode. Agent login/logout: This mode shows the extensions agent log in status. The LED will light when the agent is logged in.

508 502

The name of a CO line in the domain (e.g., co1).

cell phone)
*00

9781234567 501 (call an extension) *92 (blacklist a caller) *00501 (speed dial 501s

501 502

800 (an example of a

service flag account)

number where calls will be parked. *78


*64

509 510 An extension

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Button Type

Parameter

Redirect: This mode allows you to redirect calls to a predefined extension or number. To use this mode, enter the redirection target into the parameter field. Pressing the button activates redirection and lights the LED. Redirection will be deactivated upon pressing the button again. This mode is useful when an executive assistant should take over calls. Busy Lamp Field (BLF): This mode indicates when the specified extensions are in use. The LED changes depending upon whether the extension is connected (solid LED), ringing (fast blinking LED), or on hold (slow blinking LED). This mode is similar to the monitor extension mode; however, it does not support the picking up of calls. Agent Group: This mode monitors the mode of an agent group. When a caller is waiting in the group, the LED will blink fast. Pressing the button causes the phone to pick up a call out from the agent group. Message Waiting Indicator (MWI): Shows when a message has arrived for the account that is entered into this field. (This button can also be used for older phones that do not have a Message button on the telephone keypad.)

503 (quickly redirect a

caller to 503)

number(s) to be monitored

508 509 Extension

750 Account number of

agent group

550 Extension number

of a group sales account, for example.

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Instant Message
The Instant Message feature allows you to display an instant message (IM) on the screen of snom phones. Although snom phones cannot generate IMs, they can display them. This feature comes in handy when you need to pass important information along to someone in your domain during a conference call, for example. Instant messaging can also be done from the PAC (see Chapter 6). To use this feature, click Instant-Message from the Settings tab as shown below:

1. 2. 3.

Enter the extension numbers into the Destination field. Enter your message into the Message field. Click Create.

Note: To send the message to multiple destinations, separate the extensions by spaces (e.g., 102 103 208). The system will send the message to all registered devices for the extensions that youve entered.

Viewing Important Lists


The Lists tab provides various types of information that have been arranged for easy access, such as a list of voicemails and a list of active conferences. Also included are missed calls, calls that have been dialed from and to your extension, and a list of address book contacts (both personal and domain).

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Mailbox
The Mailbox link allows you to check your voicemail from the web interface. This link shows you who left a message, the time the call was made, and the length of the message. To view your voicemail messages, click Mailbox from the Lists tab as shown below:

The mailbox page shows you the following information:


Time: Shows the time that the message was recorded (using the receivers time zone). Number: Shows the caller-ID and the name of the person who left the message, if available. Duration: Shows the length of the message (in minutes:seconds format). Flags: Shows several icons: Deletes the message. Indicates that the message is unread. Downloads the message as a WAV file so that you can listen to it on your media player from your web browser. Indicates that the caller marked this message as private. Indicates that the caller marked this message as urgent.

Conferences
From the web interface, you can perform a wide range of conference-related tasks:

Set up instant three-way conferences. Set up scheduled conferences. Send out conference invitations containing the access code. Record scheduled conferences and download the audio file from the web interface.

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Note: Before you can schedule conferences, you must have a conference room set up within your domain. If one is not available, see your administrator. Create a New Conference To create a new conference:
1.

Click Conferences from the Lists tab, as shown below:

2. 3.

4.

Enter a name for the conference. This field allows participants to know the subject of the conference. Enter the date of the conference in MM/DD/YYYY (month/day/year) or MM/DD (month/day) format. If this field is left blank, your conference will automatically be scheduled for the day you populate the form. Enter the start and end times of the conference in HH:MM (hours/minutes) format. Note: The system will use the selected time zone of the extension that is logged in. The start and end times must be in the same format. Enter the list of participants. If your domain has been set up for sending emails, the system will send an invitation to the listed participants. Notes: The list of the participants must be separated by semicolons (if using email addresses), in contrast to other places of the system which require a space to be used as the separator. You may specify either the email address of the participants or the extension numbers. If the extension number has an email stored, the system will use the email

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6. 7. 8.

address when sending out the email. The email contains a calendar event, which can be read by most scheduling tools. The tool will then pop up a conference reminder with the relevant conference information. Decide whether or not to record the conference. Choose a conference room. Click Create.

Edit Existing Conferences Conferences cannot be modified; however, you can delete a conference by clicking the delete icon in the conference list. Conferences are automatically deleted after 24 hours; however, if participants are still in the conference, they may continue talking. Control Conference Settings During a Conference If you are the creator of a conference and are also participating in the conference, you have the special permission to clear all attendees out of the conference by entering *9. This will remove all participants out of the conference before you leave the conference yourself.

Missed Calls
The Missed Calls list shows the calls that were attempted to your extension but did not connect. Display names, if available, will be reflected in the list. The length of the list and the length of time the list is kept on the system (usually for 714 days) is set by the domain administrator. The Missed Calls list displays the following information:

The time the call was started. The number the call was made from (display names are included when available). Your extension number.

The following icons are associated with the Missed Calls page:

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Click to initiate a callback to the party who called you. The call resulting from this click-to-dial will be charged to the extension. Click to save the contact in your personal address book.

Call Log
The Call Log list displays up-to-the-second information for calls made to and from your extension. Each item in the call log contains the following information:

The time the call was started. The number the call was made from (display names are included when available). The number the call was made to (display names are included when available). The duration of the call (in minutes and seconds). If the call was not connected, the duration will be empty.

Notes: The Call Log displays records of your calls beginning with the oldest. The number of records that can be stored in the Call Log is limited by the size of your computer screen.

From the Missed Calls page, you can use the icons that are listed to initiate callbacks and save a callers information to your personal address book. One-click calling: Initiates a one-click callback to the party who called you. The call will be charged to your extension (you will be asked to verify the call).

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Address book: Allows you to add the contact to your address book (see below) using the form shown below:

Personal Address Book


Address books allow you to see whos calling and to quickly search through a list of names on your IP phone. You can also speed-dial address book entries that have been assigned a speed dial code and also point and click a name from the web interface. Address books can expedite billing when a CMC has been assigned to the contact. The system offers two types of address books: a personal address book, which is private for your extension only, and a domain address book, which is visible to the entire domain but is not editable by its users. This section covers the personal address book (for information on the domain address book, see the next section). To access the personal address book, log into the web interface of the system and from the Lists tab, click Address Book as shown below:

From this page, you can edit and delete existing address book entries and create new entries.

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Create Address Book Entries Personal address books can be created using two different methods. Method 1: If the contact is in your Call Log (i.e., contact has been made by either you or the caller): 1. Click Call Log from the Lists tab, as shown below. 2. Click the Address Book icon.

The following form is displayed:

3.

Enter the necessary information into the form: First Name: Enter the first name of the contact if one was not available. Last Name: Enter the last name of the contact if one was not available. Number: Enter the telephone number of the contact (this is not a SIP URL). (This field will already be populated if this contact was in your Call Log.) Speed Dial: Enter a 2-digit star code (e.g., *12) to speed-dial this contact. Note: Ensure that the star code does not overlap with any of the standard star codes (see Chapter 2, Using the PBX from the Phone, for a complete list of star codes that are already in use).

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CMC: The client matter code identifies the customer and is used to expedite billing in offices that bill their clients for phone calls (e.g., a lawyers office). Contact Type: Using the dropdown list, identify the contact type.

Regular Contact White List: The white list usually contains contacts that are trusted. If the flag is set to White List, the contact becomes part of the white list and gets preferred treatment. Contacts on the white list are never intercepted by the auto attendant and will not need to state their name. Callers on the white list are allowed to receive a callback when the extension becomes available.

4. 5.

Black List: The black list usually contains the list of contacts you would prefer to avoid. If a caller is on the black list, your anonymous call treatment settings will determine how that call is treated (see Redirection). If the caller should be blocked, then the system will block that call. Otherwise, the system will ask the person to leave his name before calling your extension. Black list contacts are not allowed to camp on an extension. Enter comments that are relevant to the contact. Click Create.

Method 2: If the contact is not in your Call Log, click Address Book from the Lists tab. The following form is displayed:

6.

Populate the form using Steps 3 and 4 above.

Note: Contacts can be added to the address book by using the Black List (*92) and White List (*91) star codes (see Chapter 2, Using the PBX from the Phone). If the number does not exist, the system will automatically create an address book entry for the number. You can edit the entry by clicking Address Book from the Lists tab, then clicking Edit. Edit Address Book Entries To edit address book entries: 1. From the Lists tab, click Address Book. 2. Click the edit icon for the entry you would like to edit. 3. Make any necessary changes. 4. Click Save.

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Delete Address Book Entries


1. 2.

From the Lists tab, click Address Book. Click the delete icon next to the entry that you would like to delete.

Domain Address Book


Domain address book entries are visible to and searchable by all members of the domain. To access the domain address book, log into the web interface of the system, and click Lists > Domain-Addresses:

You can also use the address book to indicate which DID number has been dialed. If you add an address book entry that matches the specific DID, the system will add the display name to the caller-ID, and the phone then can display the text that is associated with the caller-ID.

Checking the Status of Your Extension


The Status tab shows the current status of your extension. From this page, you can see call redirection settings, the status of your DND, the last number that was dialed or received from your extension, and many other settings. To view your status settings, log into the web interface of the PBX, and click the Status tab:

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The Status web page shows the current status of your extension. Whenever any of the following settings are changed, those changes will be reflected here:

Do not disturb: This entry will be set to true if the extension is on DND mode. Agent logged in: This entry shows whether the extension is set to receive calls from an agent group. Hot Desking at: If the extension has redirected all calls (including calls from hunt groups and agent groups) to another location, the destination is shown in this line. Call forward all destination: If the Call forward all calls setting has been set, the destination is shown here. Call forward busy destination: If the Call forward calls when busy has been set, the destination is shown here. Call forward on no answer: If the Call forward on no answer setting has been changed, the destination is shown here. Timeout for call forward on no answer: If the Call forward no answer timeout has been changed, it will be indicated here. Timeout for mailbox: If the Time until mailbox picks up setting has been changed, the change will be indicated here. Call redial: This entry reflects the last number that was dialed from your extension. You can use the Redial a Number (*66) star code to redial the number.

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Call return: This entry reflects the last number that dialed your extension. You can use the Call Return (*69) star code to return the call.

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Chapter 4
hear you rm e

Chapter 4. The Voicemail System


Overview ..................................................................................................................................... 62 Setting up Your Voicemail Account ................................................................................... 63 Accessing the Voicemail System ........................................................................................ 64 Forwarding a Message ........................................................................................................... 65 Leaving Voicemail Messages ............................................................................................... 66 Composing a New Message ................................................................................................ 66 Recording Personal Greetings............................................................................................. 66 Advanced Features.................................................................................................................. 67 Voicemail Notification ............................................................................................................ 69 Voicemail Feature Codes ....................................................................................................... 69

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User Guide for pbxnsip PBX, Release 4

Overview
The voicemail system includes a wide range of state-of-the-art voicemail features. Following is a brief overview of what you can do with your voicemail account:
Table 4-1 Voicemail Features Functionality Benefit

Feature

Choose which type of announcement callers will hear when calling your extension. Access your voicemail from your desk phone, cell phone, or any external phone. Specify the number of seconds that your extension should ring before voicemail picks up. Shared mail- If the extension is being used as a group mailbox, all parties can access box access the voicemail from their own extension. This feature allows users who have Notification of new voice- chosen not to forward calls to their cell phone to still receive a voicemail mail notification on the cell phone when a new message arrives. Email notifi- This feature allows you to receive your cation of new voicemail as email attachments. voicemail. Transfer a caller to another extensions voicemail. If your systems administrator has enabled a direct dial number (that allows you to call your voice mailbox directly), you can blindly transfer a call to someone elses voicemail.

Multiple announcement modes Convenient voicemail accessibility Voicemail timeout

You can use an anonymous announcement, your name, or a personal greeting. You dont have to be at your desk. You can be anywhere. You can increase or decrease the voicemail timeout depending upon your proximity to your phone. All members of the group mailbox can access the voicemail.

Once a caller has left a message, the system will call your cell phone.

If you do not have access to your phone for any reason, you can still receive your voicemail through your email account. The caller will be transferred to the extensions voicemail. Because the caller will bypass the voicemail timeout, the caller will not hear any ringing.

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Setting up Your Voicemail Account


Change Your PIN
Your voicemail PIN will be used in several areas of the PBX (e.g., when accessing your voicemail from an outside phone, using the calling card feature, and when hot desking). For optimum security, use at least five digits.
1. 2. 3. 4.

Dial your extension number. If you have messages waiting, press * to skip to the main menu. Press 2. Enter your new access code. Press 1 to confirm.

Note: You can also set your PIN using the web interface (see Chapter 3, Using the Web Interface, then go to Configuring Your Settings).

Record Your Name


This recording will be used in announcements to all callers. If you choose not to record your name, your extension number will be recited instead. You many record your name later at any time.
1. 2. 3. 4.

Dial your extension number. If you have messages waiting, press * to skip to the main menu. Press 3. Begin recording your name. Press the # sign. From here, you can listen to the recording (press 1), choose to use the recording (press 2), record again (press 3), or delete the recording and return to the previous menu (press 4).

Record a Personal Welcome Message


1. 2. 3. 4.

Dial your extension number. If you have messages waiting, press * to skip to the main menu. Press 4. Record your personal greeting. Press the # sign. From here, you can listen to the recording (press 1), choose to use the recording (press 2), record again (press 3), or delete the recording and return to the previous menu (press 4).

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Accessing the Voicemail System


The main menu of the voicemail system is shown in Figure 4-1:
1. Hear Your Messages
1 2 3 4 5 6

2. Change Your PIN


Enter your new access code.
1

4. Record a Greeting
Record your greeting* and press the # sign. Then choose from the following options:
1 2 3 4

Start reverse playback Stop/resume playback Start fast-forward playback Hear the message again Play message with envelop information (date, caller-ID). Move or copy To move message, press 1. To copy message, press 2. To record a comment, press 3.

9. Select a Mailbox Greeting


Choose a greeting from the list provided by PBX . You can have up to nine choices:
1 2

Use the access code. Return to the main menu without using the new access code.

Listen to recording Use recording Record again Delete recording

Greeting 1 Greeting 2

.. .

Greeting 9

3. Record Your Name


Record your name and press the # sign. Then choose from the following options:
1 2 3 4

*You can record up to nine separate greetings. Star code: *98

7 8

Delete Call back To con rm the callback, press 1. To cancel the callback, press *.

5. Record a Message
Record your message and press the # sign. Then choose from the following options:
1 2

Listen to recording Use recording Record again Delete recording

Move message Copy message

9 0

Skip Help

Figure 4-1.

Main Menu

You can access your voicemail system using any of the following methods: Listen to the messages from your main phone: Dial *97 and press the start button on the telephone keypad. (Another way to listen to your messages from your phone is by dialing your extension number.) Listen to the messages from your cell phone: Dial into the main number and press 3 once you hear the auto attendant. The auto attendant will recite your messages and then deliver the prompts shown in Figure 4-1. Listen to the messages from an outside phone: 1. Dial into the main number.

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2.

3. 4.

From the auto attendant, enter your extension number or if you know the direct dial prefix (8 is default), dial the prefix plus your extension (i.e., if your extension is 511, then enter 8511). Press the star (*) key; otherwise, you will be prompted to leave a message. Enter your voicemail PIN. Example:
Main #

PIN

Note: To set up an access code, see Change Your PIN in this chapter. When you call your mailbox for the first time, you will be prompted to record your name. The recording will be used when someone calls your extension from the auto attendant. You will also be prompted to record a greeting, which you can opt to use in place of your name. Once this has been established, any time you call your mailbox, the auto attendant will automatically recite your messages before delivering the prompts shown in Figure 4-1 (press the * key to skip your messages and go straight to the voice prompts).

Forwarding a Message
To forward a message to another recipient while listening to the message: 1. Press 6. 2. Press 1 to move the message to a single mailbox. 3. Enter the extension number. 4. Press #. To copy a message to another recipient(s) while listening to the message: 1. Press 6. 2. Press 2. 3. Enter the extension number. When copying to multiple extensions, separate them by the # sign. 4. Press ## when finished.

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Leaving Voicemail Messages


When you call a user who is not available, you will hear either the users extension or the recorded name. If you are calling from another extension, you have the option of receiving a callback (press 1) or leaving a message (press 2). After leaving a message, press the # key. The options shown in Table 4-1 will become available.
Table 4-1 Key Options When Leaving a Voicemail Message Feature

1 2 3 4 0 9

Delete the message. Record the message again. Mark the message as urgent. Mark the message as private. Send the message and go to the operator. Send the message and hang up.

Composing a New Message


1. 2. 3. 4. 5. 6.

7.

Access your voice mailbox. If you have messages waiting, press * to skip to the main menu. Press 5 from the main menu. Record the message. Press the # sign. Select an action: Press 1 to move the message to a single mailbox. Press 2 to copy the message to one or more mailboxes. Use a # sign to separate multiple mailboxes. Press ## when finished.

Recording Personal Greetings


You can record up to nine individual greetings. Any one of the greetings can be used as your primary greeting when you are away from the office. Greetings will remain on the system and can be activated whenever you need them. When you record greetings, you must assign a number to each greeting; for example, *1 is your first greeting, *2 is your second greeting, etc. Greeting 0 is the initial greeting that was activated at the time you set up your voicemail box. You can create up to nine greetings. To record a greeting: 1. Dial *98 followed by the first greeting number (*1).
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2.

Press the start button on the telephone keypad. Example:


5 * 5 * 5 * 5 * 9 9 9 9 8 8 8 8 5 * 5 * 5 * 5 * 1 2 3 9
Greeting 1 Greeting 2 Greeting 3

Greeting 9

3.

If you need to rerecord a greeting, activate the greeting and record (i.e., dial *98*6 followed by the start button to begin recording greeting 6 again). To activate a greeting, dial your extension number and press 9. Select the greeting you want to use. (Press * if you need to get to the main menu of the mailbox.)

Hearing Your Personal Greetings


1. 2. 3.

Access your voice mailbox. Press * to skip to the main menu. Press 9 from the main menu to hear your recorded greetings.

Advanced Features
Send a Voicemail Message Without Ringing Extension(s)
The voicemail system allows you to send voicemail messages to other users without ringing their extension. This is done by calling the voicemail system rather than the users phone. Scenario: Suppose two employees, Mary and Jack, are working on a project, and Mary has some information that Jack needs. Rather than phone him, she calls the voicemail system and records a message for Jack. She then tells the voicemail system to send it to Jacks extension. The message is immediately put into Jacks voice mailbox without his phone ever ringing. Jacks message waiting light immediately alerts him of a new message. The message can be sent to any number of additional employees. To send a voicemail to multiple extensions without ringing extensions:
1.

Enter your extension into the telephone keypad. This should bring you to the main menu of the auto attendant. If you hear your message instead, press the * key on the telephone keypad. Press 5. Record your message, then press the # sign. Press 2 to copy the message to an extension(s).

2. 3. 4.

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5.

Enter the extension(s). Be sure to separate multiple extensions by the # key (press ## when finished). Example:
1 1 1 # 2 2 2 # #

Transfer a Call Directly to Someones Voicemail


If your system administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can blindly transfer a call to someone elses voicemail. The default for direct dial is 8. If you are unable to use this default, see your administrator.
1. 2. 3. 4. 5.

Put the call on hold using the Hold button on your telephone keypad. Press the Transfer key. (If your phone does not have a Transfer button, dial *77 to transfer the call.) Enter the mailbox prefix key. Enter the extension number. Press the start button on the telephone keypad. Example:
Hold Transfer *77

3 5

The caller will be transferred to the extensions voicemail. Because the caller will bypass the voicemail timeout, the caller will not hear any ringing. This method does not need to involve an outside caller. If you want to call a persons mailbox directly, you can dial 8123 followed by the start button. Example:
8 1 2 3 5

Listen to Voicemail on Cell Phone


You can configure your account so that the system rings your cell phone whenever someone has left you a voicemail. Even when DND has been activated, you will still be notified when a voicemail message has arrived. For more information on this feature, see Chapter 5, Cell Phones.

Receive Voicemails on Email Account


To receive voicemails in your email account (as WAV files), you must enable the appropriate setting from the web interface. See Chapter3, Using the Web Interface (go to Email Settings).

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Voicemail Notification
Via Email
You can choose to have your voicemail messages sent to your email account. You can also choose to be notified when you missed a call or when your voice mailbox is full. These settings are made through the web interface (web portal). See the After sending a message setting in Chapter 3.

Via Cell Phone


If you have a cell phone (or another phone) configured to your account, the system can alert you whenever a new message has arrived in your voicemail. Even if your phone is on DND (do not disturb), the system will call your second phone and let you know that a new message is waiting. These settings are made through the web interface (web portal). See the Call cell phone when new message arrives setting in Chapter 3.

Voicemail Feature Codes


This section covers the handful of star codes that are associated with the voicemail system (*95, *96, *97, *98, and *99). These star codes allow you to access your voicemail, clear the message waiting indicator, and quickly tell the system to send your messages to your email account instead of your voice mailbox. Although only a few star codes have been designated to the voicemail system, you can execute all the star codes from the Virtual Assistant (which is presented to you when calling the system from your cell phone). The Virtual Assistant allows you to make important changes to your extension while away from your office.

Send Voicemail to Email Account (*95/*96)


You can have your voicemail forwarded to your email account if your system administrator has set up the system with your email address. To activate this feature: 1. Dial *95 and press the start button on the telephone keypad. Example:
* * 9 9 5 6
Activate Deactivate

You may want to ask someone to leave a message on your mailbox to ensure that the forwarding works (you should receive an email as shown below). If you do not receive an email, ask your administrator to verify your email address and the settings for the email server. (Also, check your spam folder.)

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Important: When using the *95 star code, you will not receive voicemails on your phone. All voicemails will be directed to email account only. If you prefer to receive voicemail messages on both your phone and email account, use the Send a mailbox message by email setting in Chapter 3 (go to Settings > Email). You can also request an email containing the details of a particular call (caller-ID, call duration, and time of call). See the Request Call Details (*63) star code in Chapter 2.

Go to Voicemail (*97)
Listen to the messages from your main phone: Dial *97 and press the start button on the telephone keypad. Example:
* 9 7

Listen to the messages from an outside phone:


1. 2.

3. 4.

Dial into the main number. From the auto attendant, enter your extension number or if you know the direct dial prefix (8 is default), dial the prefix plus your extension (i.e., if your extension is 511, then enter 8511). Press the star (*) key; otherwise, you will be prompted to leave a message. Enter your voicemail PIN. Example:
Main #

PIN

Note: To set up an access code, see Change Your PIN in this chapter.

Go to Group Mail (*97)


The group mailbox is created by designating an extension exclusively for groupmail (i.e., it cannot be used as an extension). The extensions of the members allowed to access the mailbox are listed in the mailbox settings. See your administrator for detailed instructions on creating a new extension. Group mailboxes can be used for anything from a joint boss/secretary mailbox to a place to collect calls that come in after hours, during lunch, or during a holiday. If you share a mailbox with other users, you can access its voicemail messages in a way similar to accessing mail from a single-user account. Note: The messages that are left in the group mailbox can be picked up from either your individual extension or the group mailbox extension. Listen to the group messages from your main phone: Dial *97 and press the start button on the telephone keypad. Example:
* 9 7

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Listen to the group messages from an outside phone: 1. Dial into the main number. 2. From the auto attendant, enter the extension number of the shared mailbox or if you know the direct dial prefix (8 is default), dial the prefix plus the extension (i.e., if the extension is 511, then enter 8511). 3. Press the star key; otherwise, you will be prompted to leave a message. 4. Enter the voicemail PIN of the shared mailbox. Example:
Main #

PIN

Note: To set up an access code, see Change Your PIN in this chapter. For more information on the group mailbox, see Mailbox Settings in Chapter 3, Using the Web Interface.

Set up Your Voicemail Box (*97)


To set up your mailbox, dial *97 and press the start button on the telephone keypad (you can also enter your extension number). The auto attendant will take you through the various steps in setting up your mailbox.

Clear Message Waiting Indicator (*99)


The message waiting indicator (MWI) notifies you, through the message light on your VoIP phone, when you have a new message (see image below). Depending on the type of phone you have, the light will be either yellow or red. For all phones, the light will blink when a new message has arrived. Once you have listened to the message, a solid light will replace the blinking light. This enables the system to alert you the next time a new message has arrived. To clear the message indicator without listening to your messages, dial *99. (This will not delete your messages; it will only clear the indicator.) Note: If you notice that the MWI never lights, you may need to activate the Send message waiting indication setting in Chapter 3.

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Chapter 5
*53 *51
ssistant Virtual A

*52

*00

Chapter 5. Cell Phones


Overview ..................................................................................................................................... 74 Cost Savings............................................................................................................................... 76 Callback ....................................................................................................................... 76 Calling Card Account .............................................................................................. 76 Configuring Your Cell Phone ............................................................................................... 77 Add a Cell Phone to Your Account ..................................................................... 78 Safeguard Against Loss-of-Signal Events ........................................................ 79 Set Time-of-Day and Holiday Routing.............................................................. 79 Ring My Cell Phone When Voicemail Arrives ................................................. 79 Feature Codes ........................................................................................................................... 80 Retrieve Call From Cell Phone (*51)................................................................... 80 Send Call to Cell Phone (*52) ............................................................................... 81 Bring an Unscheduled Party into a Scheduled Conference (*53)........... 81 Call Cell Phone from Extension (*00) ............................................................... 82 Virtual Assistant ........................................................................................................................ 82

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Overview
One of the most valuable benefits of cell phone integration is the ability to receive calls regardless of where you are, without having to worry about unwanted ringing during off hours. You define which hours of the day or night you want to receive calls. Whether the phones ring simultaneously or in sequence, or whether the cell phone rings at all, is controlled by you. The cell phone is treated like a registered IP phone. When calls come in, the system dials both your cell phone and your desk phone. PBX-to-cellular capability gives you numerous advantages, including a reduction in your cell phone bill and access to PBX star codes. And because the PBX recognizes you when you call into the system from your cell phone, you can easily access the Virtual Assistant. Advantages of cell phone integration are highlighted in Table 5-1.
Table 5-1. Cell Phone Features Feature Functionality Benefit

Simultaneous Ring

Indivualized Calling Schedule Ring Delay

Safety Net for Office Phone

Cell phone integration enables you to specify another phone number that will ring at the same time as your extension. This could be a cell phone or any other number. Set your own calling schedule. This schedule determines when your cell phone will respond to office extension calls. Ring delay determines how long your office extension will ring before the cell phone redirection takes place. This is helpful if you are in and out of the office all day long. If your extension is disconnected from the system at any time, your calls will automatically be sent to your cell phone. When reconnected, your extension will resume ringing.

Never miss a call again. Make yourself available for customers whether in the office or not.

Receive extension calls on your cell phone any time of day. Set your own schedule. Set your extension to ring for 10 seconds (before ringing your cell phone) so you have enough time to answer the call. You are still accessible even during unexpected events (e.g., power failure).

Note: Cell phone integration is different from having two phones registered to the same extension. Registering two phones to the same extension allows you to merely receive calls at one of two locations. Cell phone integration allows you to receive calls at any location, as well as be reached at numerous phone numbers. Configuring a cell phone to your account allows you to be accessible at all times, even in the event of a power failure. If at anytime your office extension (or remote extension) is disconnected from the pbxnsip VoIP system, your

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calls will automatically be sent to your cell phone. Once your phone is reconnected, incoming calls will automatically be rerouted to your extension. Figure 5-1 illustrates the role that the cell phone plays in handling an incoming call. First, the cell phone is configured to be included in all calls. Next, the call rings both phones. In the event the user decides not to answer the call, the caller can leave a message. You have numerous options for listening to the message.

1. Include cell phone in calls to extension.


Cell phone number:
Cell phone number: Confirmation: Include the cell phone in calls to extension:

2. Incoming calls ring both your desk phone and your cell phone.

Desk phone

. Voice messages can be picked up from either your:

cell phone

Mailbox of 508

PAC

softphone

Email account (as WAV les)*


Home
Delete

Inbox 243 emails


Reply Forward

x
Spam

traveling Wednesday
Move Actions

RE: New images for cell p x

View: All
Date

From

Subject

voicemail@pbxnsip.com Vistaprint Vistaprint

Voicemail from (879) 123-4567 to Our Thanks to You, Vistaprint Resellers! Your order has been shipped

Wed 11/25, 8:31 AM Wed 11/25, 8:31 AM Wed 11/25, 8:31 AM

Figure 5-1.

Cell Phone Integration in Action

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Cost Savings
Once your cell phone has been integrated to your account, you can use the Callback feature to reduce the costs of international calling. (The Callback feature is also available through the Calling Card account.)

Callback
The Callback feature is ideal from not only a cost savings perspective but also from a billing perspective. You can call into the system to request a callback from any destination you designate. Regardless of where each call is made from and to, all calls will be listed in the same account. Single-location billing allows employees who work from home to keep their personal lines separate from their business calls. This feature is designed for users making calls from international destinations back to their home country. Neither you nor the party receiving the call will be charged for the call. The call will be charged to your extension. If you have a cell phone plan that charges only for outbound calls, your international calls will be free if you place those calls using the Callback feature. Note: The Callback feature can be used from a phone that has not been integrated to your account (e.g., a phone from your hotel room); however, it is much simpler from a phone that is registered. Request a Call Back Once your cell phone has been integrated as part of your extension, the Call Back feature is easily accessible through the Virtual Assistant and requires neither an extension number nor a PIN number when you initiate the Call Back.
1. 2.

Dial into the system. The Virtual Assistant announces the options. Press 2 to initiate the callback. The phone will be silent for approximately 30 seconds before the system calls you back.

3.

Enter the destination number followed by the # sign. The system will connect the call, billing both calls to your extension number.

Calling Card Account


Before you can use the calling card, you need to know the extension number of the account (see your administrator). A calling card account can can be used in numerous ways:

As a standard calling card to reach out to a third-party web server for call authentication and pin use. To dial into the system and have the system dial out. To dial into the system and request a callback.

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The calling card is ideal when traveling because it allows you to place outbound calls from the system without logging into your extension. And regardless of where you are calling from, you can present the caller-ID of your office (or you can block your caller-ID). The calling card allows you to make international calls at a much lower rate than if you dial the calls directly. For example, dialing the Caribbean from the United States costs in excess of $1.00 per minute if you dial direct. With the calling card and SIP trunking, it could cost you as little as $0.20 per minute. To initiate a callback using your calling card account: A calling card account enables you to call into the system from a phone that has not been configured to your account and initiate a callback. See your administrator if you do not know the extension number of the calling card account.
1. 2. 3. 4. 5.

Dial into the calling card system using the phone number provided by your administrator. The Auto Attendant announces your options. Enter the extension number of the calling card account. Enter your extension number. Enter your PIN. Enter the destination number followed by the # sign. (You can enter a phone number or an extension number.) The system will connect the call, billing the call to your extension number.

Once your cell phone has been configured to your extension, you can use the calling card to make these calls from your cell phone. Although calls made using the calling card still consume your cell phone minutes, the rates are less expensive than calling directly. You can view all calls placed using the Calling Card feature in your Call Log.

Configuring Your Cell Phone


Your cell phone can be configured from either the web interface or the PAC. In this section, the configuration is done from the web interface. For instructions for configuring your cell phone from the PAC, see Chapter 6, Attendant Consoles.

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Add a Cell Phone to Your Account


Log into the web interface and from the Settings tab, click Redirection. You will see the following information displayed at the bottom of the screen:

Figure 5-2.

Adding a Cell Phone

Use the following as a guide when cofiguring your cell phone. For more information about these settings, see Chapter 3, Using the Web Interface (Cell phone integration).
1.

Cell phone number: This field can be populated with any phone number (it does not require a cell phone number). Multiple numbers can be entered into this field (use a space as a field separator). Enter the number without any spaces or punctuation (the system will add the parentheses and hyphen). Confirmation: When this setting is activated, calls that are unable to reach you due to a power outage will not go to your voicemail (see Safeguard Against Lossof-Signal Events below). From this setting, you can determine the length of time that lapses before your cell phone rings or whether it rings at all. This setting allows you to exclude hunt group calls from ringing your cell phone. This setting allows you to exclude agent group calls from ringing your cell phone. From this setting, you can specify the specific times that you would like to have your calls ring through to your cell phone (see Set Time-of-Day and Holiday Routing in this section).

2.

3. 4. 5. 6.

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Safeguard Against Loss-of-Signal Events


In the event of a power outage (or if your phone has been turned off), incoming calls are typically terminated on your cell phones voicemail; however, calls can be missed in this way. To prevent this, activate the Confirmation feature so that the system will wait until you accept the call (by pressing 1) before it actually connects the call. The system will not send the call to voicemail. This way, the caller is likely to call right back. To configure this setting, select Press 1 to connect the call as shown below:

Set Time-of-Day and Holiday Routing


You can specify a schedule that the PBX will follow when ringing your cell phone or any other phone that has been configured to your account. Use the dropdown as shown below, and refer to Chapter 3, Using the Web Interface (Redirection > Cell Phone Integration), for instructions on populating the days-of-week and holiday fields.

Ring My Cell Phone When Voicemail Arrives


Activate this feature if youve decided against forwarding your calls to your cell phone but still want to be alerted when a new message arrives on your extension. Once a caller has left a message, the system will call you on your cell phone. Press 1 to pick up the message. To activate this feature:
1.

From the Settings tab, click Mailbox. Then click Yes to activate the Call Cell Phone feature as shown below:

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2.

Tell the system not to include your cell phone in any incoming calls. To do this, modify your cell phone redirection settings, as shown below (see also Figure 5-2).

Note: Putting your phone into DND mode (using *78) will prevent incoming calls from ringing your cell phone; however, you will be notified of new voicemail messages as long as you activate the setting shown in Step1 above.

Feature Codes
The feature codes used in this section are related to cell phone use (*51, *52, or *00) and must be executed from the extension phone. For information about other star codes that can be executed from the cell phone, go to the Virtual Assistant.

Retrieve Call From Cell Phone (*51)


This feature allows you to pick up an in-process cell phone call on your extension phone. This feature can be used only for calls that have been made from the cell phone (through the Virtual Assistant) or which have been redirected to your cell phone. Calls that have been made directly to your cell phone (without involving the PBX) cannot be picked up on your extension phone. Scenario: Youre on your way to the office and you need to call a client, so you call into the PBX and place an outbound call. You speak with the client on your way to work, and once you arrive at the office, you decide to pick the call up from your office phone. To transfer a cell phone call to your extension:
1.

From your cell phone, call into the main number of the PBX (your cell phone must be associated with your account).
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2. 3. 4. 5.

From the Virtual Assistant menu, press 1 for outbound call. Enter a destination number. Press the # key. When youre ready to pick the call up from your office phone, dial *51 from the office phone. Once the call has been connected, your cell phone will disconnect and will no longer accumulate minutes.

Send Call to Cell Phone (*52)


This feature allows you to send an in-process call from the extension phone to the cell phone. (Note: Your cell phone must be configured to your extension before this feature can be used.) Scenario: Youre on your extension in the middle of a conversation and need to leave the office. Instead of ending the conversation, you put the caller on hold and transfer the call to your cell phone. To transfer an extension call to your cell phone:
1. 2. 3.

Place the extension call on hold. Dial *52 from your office phone. Answer the call on your cell phone.

Bring an Unscheduled Party into a Scheduled Conference (*53)


The Conference (*53) feature allows you to quickly bring someone into an in-session conference, even though the individual is not part of the participant list. The party being added can be using either a cell phone or a regular phone. The benefit of this feature is that the new party doesnt need to know the conference number or access code and is required to do nothing but answer the phone. The party in charge of the conference needs to simply call the new party (from a line that is separate from the conference) and bring him into the conference using *53. Scenario: Youre in the middle of a conference call and you realize you need the input of someone who is not present in the conference. The individual happens to be on the road traveling to a meeting, so you call the person on his cell phone* and connect him to the conference using the Conference feature. To bring the party into the conference:
1.

Call the party from a different phone line. (Use the *00 feature if you need to access the individuals cell phone but do not know what that number is.) Place the call on hold. Enter *53, then press the start button on the telephone keypad.

2. 3.

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Line 2

7 3 5

3 5

7 5

Hold

Call Cell Phone from Extension (*00)


This feature allows you to call someone elses cell phone without your knowing what that cell phone number is. (Note: The individuals cell phone number must be configured as part of the extension you are calling.) Scenario: You notice that your boss has just left the building when an important call comes in. You have no idea what his cell phone number is, but it is imperative that you speak with him. You know what his extension number is, so you use the *00 star code with his extension number. Because the system sees the extension and the cell phone number as being the same, the system is able to ring his cell phone. To call someones cell phone without knowing the number:
1. 2.

Dial *00 followed by the persons extension number. Press the start button from the telephone keypad. Example:
* 0 0 5 5 5

The system will connect you to the individuals cell phone.

Virtual Assistant
Once your cell phone has been configured as part of your account, the system will recognize you when you call into the system from that phone. Instead of hearing the auto attendant, you will hear the Virtual Assistant, which will present you with a new set of prompts. These prompts will allow you to make outbound calls, receive callbacks, and go to your voicemail or the auto attendant. From the voicemail prompt, you can access star codes, such as call redirection, DND, as well as other star codes. To access the Virtual Assistant:
1. 2.

From your cell phone (or another phone that has been configured to your extension), press 3 (Go to your mailbox). Anytime during the announcement, you can enter a star code. For example, if you forgot to set call redirection before leaving the office, use *71 (call redirection) and enter a call forwarding number. In the example shown below, all calls will be forwarded to 781-123-4567.
Voice Mail

Example:

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Make an Outbound Call


1. Enter your access code. 2. Enter the destination number followed by the # key.

Receive a Callback
When the system rings your phone: 1. Answer the phone. 2. Enter the outbound number and press the # key. For detailed information on the Callback feature, see Cost Savings in this chapter. Use feature codes from your cell phone.
pbxnsip Star Codes
Making Calls
Redial Call Return
*66 *69
1

Go to Your Voicemail
You can access feature codes from the voicemail system. For example, enter the feature code followed by the # key (*67#). For the complete list of feature codes, see Figure 2-1.

Call Forwarding
Hot Desking Call Forward All (Activate) Call Forward All (Deactivate)
2

Call Center
*70 *71 *72

Agent Log In Agent Log Out

3 3 1

*64 *65

Intercom Record ON Key (e.g., *12)

*90 *93 *94

Call Barge In *81 Teach Mode *82


1 Listen In *83 1

4 4

Call Forward Busy (Activate) 2 *73 Call Forward Busy (Deactivate)


*74

Record OFF Key (e.g., *13)

Call Forward No Answer (Activate)2 *75

Transferring Calls
Transfer
2 3

Call Forward No Answer (Deactivate)


*77 *85 *86 *87

*76

DND (Activate) *78 DND (Deactivate) *79 Forward calls to domain accounts
*80

Cell Phones
Retrieve call from cell phone Send call to cell phone Call cell phone from extension
1

*51 *52 *84 *53

Call Park Call Park Retrieve Call Pickup

3 3

Conference

Voicemail Anonymous Calls


Send Voicemails as Emails (Activate) Block CID (Activate) *67 Block CID (Deactivate)
*68 *88 *95 *96 *97 *98 *99

Miscellaneous
Show account balance Wakeup call Request Call Details
*61 *62 *63

Send Voicemails (Deactivate) Go to Voice Mail Record New Greetings Clear the Message Indicator

Go to the Auto Attendant


Press 1 for Sales. Press 2 for Support. Press 3 for Accounting. Press 4 for the dial-by-name directory. Press 9 for all other inquiries.

Block Anonymous Calls (Activate)

Clean up an extension *84 Add to White List *91 Add to Black List
*92

Block Anonymous Calls *89 (Deactivate)

Figure 5-3.

Virtual Assistant

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Mailbox of 508

Attendant Consoles
Overview ..................................................................................................................................... 86 Web Attendant Console (WAC) .......................................................................................... 86 Monitoring Extensions ........................................................................................... 87 Making a Call ............................................................................................................. 87 Joining a Conference .............................................................................................. 88 Transferring a Call .................................................................................................... 88 pbxnsipPAC iPhone/iPod Application .............................................................................. 88 Personal Attendant Console (PAC) .................................................................................... 89 Installation and Logging in .................................................................................. 89 PAC User Interface ................................................................................................... 91 Monitoring Extensions ........................................................................................... 92 Monitoring Agent Groups .................................................................................... 92 Modifying Your Extension Account ................................................................... 94 Adding a Cell Phone ............................................................................................... 94 Using the Address Book ........................................................................................ 95 Instant Messaging ................................................................................................... 97 Accessing Voicemail ................................................................................................ 97 Viewing Calls.............................................................................................................. 97 Miscellaneous............................................................................................................ 98

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Overview
Attendant consoles have numerous functions. They can be used for monitoring the phone system and/or accessing web interface settings. pbxnsip has three attendant consoles:

web attendant console (WAC) The WAC provides users with a real-time view of each users availability. You can also initiate calls, transfer calls, and join conference rooms from the WAC by dragging and dropping.

pbxnsip attendant console (PAC)The PAC is a small application that runs on your desktop. The PAC has a lot of the same functionality as the web interface and, in many ways, is a mini-portal to your personal pbxnsip web page. You can change your forwarding settings, add a cell phone, and retrieve your voicemail. You can also send an instant message, view missed calls, and monitor agent groups. Note: You will need later versions of pbxnsip software (Releases 3.3 and later) to run the PAC. pbxnsipPACAn iPhone/iPod application that allows you to access the PAC from an iPhone or iPod. The pbxnsipPAC is identical to the desktop PAC; it just runs on your iPhone or iPod instead of your desktop.

Web Attendant Console (WAC)


The Web Attendant Console (WAC) is a SIP-based console that provides users with a realtime view of each users availability. The interface shows whether an extension is available, is busy, or is in DND (do not disturb) mode (). It also shows whether an extension is registered or has call redirection activated. The WAC essentially encapsulates the status of the entire phone system and allows you to easily monitor it. The WAC also allows you to carry out the following functions:

Initiate an outgoing call Join a conference session Transfer a call To access the WAC, choose Console Login from the Login Type dropdown when logging in to the web interface, and log in as a user.

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CR

AG

BUSY
DN D

BUSY

CR

BUSY

AG

AG

BUSY

DN

WAC Key
Phone registered
AG

Phone unregistered
BUSY

Agent busy

Extension busy

CR

Call redirection

DN

DND

Figure 6-1.

User Interface of the Web-based Attendant Console (WAC)

Monitoring Extensions
The Watch the following accounts on PAC (Settings > General) setting enables you to monitor extensions from the WAC. When a star (*) is entered into this field, all extensions will be displayed in the interface. If you would prefer to limit the extensions that are displayed, replace the star (*) with specific extensions.

Making a Call
To initiate a call, click the dropdown arrow on the extension that you would like to call, and select Initiate Call. The system will first call your extension (so you will hear your phone ring), then it will call the destination.

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Joining a Conference
Before you can join a conference, you must include the conference room as one of the extensions you would like to monitor. This is done through the Watch the following accounts on PAC setting (Settings > General).

Once the conference room has been added, the conference will appear on the right side of the console page (see Figure 6-1). To join the conference, click your extension and drag it into the conference as shown below (a conference call must be in session).

When a conference is in session, a list of participants will be displayed:

Transferring a Call
Users can transfer calls that ring into their extension only. You cannot transfer a call for someone else. To transfer a call, click your extension and drag it to the intended extension.

pbxnsipPAC iPhone/iPod Application


The pbxnsipPAC iPhone/iPod application allows you to access the PAC from an iPhone or iPod. For a free download, go to iTunes.com and enter pbxnsippac. The application requires iPhone OS 2.0 or later.

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Once you have downloaded the application: Click Settings. 2. Enter your web password. 3. Scroll to the bottom and click Save. The application uses the same user interface as the PAC, so please see PAC in this chapter for a detailed layout of the interface.
1.

Personal Attendant Console (PAC)


Installation and Logging in
The PAC application can be downloaded and installed on any Windows machine. To download the application, enter http://www.pbxnsip.com/download/pacv3/pacv3.zip into your browser and proceed as follows:
4.

Click Open with WinZip Executable as shown below. Then click OK.

5.

Double-click setup.exe, and click OK to allow WinZip to extract the files to a temporary folder so that it can run the program.

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6.

Click Next.

7.

Browse to the folder where the PAC will be installed, and click Next.

8.

Click Next again to install the PAC. Once it is finished installing, the following screen is displayed:

9.

Click Close.

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Logging In Once you have installed the PAC, youll need to create a user name and password. To do this, start the PAC and use the following instructions:
1.

2.

3. 4. 5.

User Name: Enter a user name. If you have multiple domains configured on the system, include a domain (e.g., username@domain). Password: This password corresponds to the web password from the General Settings page of pbxnsips web interface. PBX address: See your administrator for this information. Click the Sign in automatically checkbox if you do not want to see this page for future starts. Click the Remember User Name, Password checkbox if you want the PAC to remember this information.

Note: If you are running the PBX at a port other than the default port (80), indicate this.

PAC User Interface


Following is a description of the buttons on the PACs graphical user interface:
Extension: Monitor extensions. Settings: View account information. Cell Phone: Set your cell phone call-forwarding schedule. Address Book: Call contacts with one-click calling. ACD: Monitor the agent group (ACD). Instant Message: Create and send Instant Messages. Mailbox: View your voicemail box. Missed Calls: View your missed calls. All Calls: View all calls made to your extension. DND (On/Off): Operate one-click DND. Feature Codes: View the complete set of star feature codes.

Navigation Buttons

Backup

Home

Log out

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Monitoring Extensions
Before you can monitor extensions on the PAC, the extensions must be included in the Watch the following accounts on PAC setting in Settings > General of the web interface.

Once this setting has been configured, click the Extension icon on the PAC home page. Depending on the activity of the extensions, you will see various status displays (Figure 6-2).
No activity Ringing . . . Connected

508 Paul Smith 509 Jackie Brown 511 Jake Travis 520 Kara Plante 523 Peter Lemere

508 Paul Smith

508 Paul Smith

509 Jackie Brown

509 Jackie Brown

511 Jake Travis 520 Kara Plante 523 Peter Lemere

511 Jake Travis 520 Kara Plante 523 Peter Lemere

Figure 6-2.

Status of Extensions

Monitoring Agent Groups


Before an agent group can be monitored, ACD-specific settings must be made from both the agent group and the extension account that will be monitoring the agent group. (See your administrator for agent group settings.) From the extension account that will be monitoring the agent group, the following settings must be made (555 is the agent group): Show following ACD queues: 555 Watch the calls of the following extensions (* for all): * Watch the following accounts on PAC: * 555

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Figure 6-3.

Extension Settings

Once the necessary configurations have been made, the queue manager can view the status of all agents in the group by clicking the ACD icon (Figure 6-4). Busy agents are displayed in red, and available agents are displayed in blue.

Figure 6-4.

Monitoring an Agent Group

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Modifying Your Extension Account


From the Settings page, you can change numerous settings to your account. These settings are detailed in General Settings of Chapter 3.

First name Last name Web password PIN Timezone IVR language Web language

Upload picture Wakeup time Manager Block outgoing caller-ID

Adding a Cell Phone


The Cell Phone page allows you to integrate your cell phone to your extension account. These settings are detailed in Redirection of Chapter 3. Cell Phone: Enter the number without any spaces or hyphens (e.g., 9781234567). Cell Connection: When confirmation is required, you will be required to press 1 on your cell phone before a call is connected. This ensures that a call will not go to your voicemail if for any reason you do not hear the call ring (i.e., going through a tunnel). Cell Time: Use this setting to specify when the system should call your cell phone. When this feature has been activated, both phones will ring.

Service Flag: Specify a calling schedule the system should use when calling your cell phone. Note: Your time zone setting (Settings > General) must be set to reflect your regions time zone; otherwise, you may receive calls outside the parameters you set for your cell phone.

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No specific time excluded: Your cell phone will ring every time your extension rings, regardless of the time. Explicitly specify available times: Populate the fields for each day of the week using the following instructions: You can use either the 24-hour format (e.g., 21:00 for 9:00 p.m.) or the English AM/PM style (e.g., 9:00P for 9:00 p.m.). However, both formats require a start time and an end time (e.g., HH:MM-HH:MM). To specify more than one time segment, use the following format: 9:00-12:00 1:00P-7:00P (one space separates the two segments). To specify the days on which you do not want the schedule to be activated, such as a holiday or any other day, use the holiday field:

To specify one day, use the MM/DD format (e.g., 11/24 for November 24). To specify two days, use the MM/DD format with a space between the days (e.g., 12/24 12/25 for December 24 and 25).

Using the Address Book


The PAC address book has the same functionality as the web interface address book. You can place calls, add new contacts, delete contacts, and edit existing contact information. To access your address book from the PAC, click Address Book from the PAC home page. Place a Call To place a call, click the contacts name. The call is automatically dialed. If you need to search for the contacts name, enter the contacts name into the search box and click Dial once you see the contact in the search box (see image at right).

Add a Contact
1.

To add a contact, click ADD NEW ENTRY as shown below:

2.

Enter the contacts information into the form. Click Add.

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Note: Speed dial numbers that are entered into the Add New Entry form can be activated from your IP phone. When choosing speed dial codes, be sure to use feature codes that are not already in use. For a list of feature codes, see Chapter2, Using the PBX from the Phone.

Edit a Contacts Information


1.

To edit a contacts information, click the pencil icon as shown below:

2.

Make the necessary changes. Click Save.

Note: To view the Save/Cancel buttons, pull down the scroll bar. Note: For detailed information on the fields shown above (e.g., speed dial, CMC, Type, etc.), go to personal address book.

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Instant Messaging
Send an Instant Message
1. 2. 3. 4.

Click the Instant Message icon. Type the phone number into the To box. Type your message into the Message box. Press Send.

Accessing Voicemail
To access your voicemail box from the PAC, click Mailbox from the PAC home page. The PAC mailbox has similar functionality to the Call Log on pbxnsips web interface. Check Your Voicemail To check your voicemail, click the Mailbox icon. A list of your messages is displayed. Listen to a Voicemail Message Click the audio the message. icon. Your media player will play

Delete a Voicemail Message Click the delete icon.

Viewing Calls
From PACs Missed Calls page, you can view a list of missed calls, activate a call, and add contacts to the address book. (You can view missed calls also from the pbxnsips web interface.)

Time: Shows when the call was started. From: Shows the Caller-ID and the name of the person who called. To: Shows the extension number which the caller was trying to reach.

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Activate a CallTo activate a call, click the phone icon. Add Contact to Address Book To add the caller to your address book, click the address book icon.

From the All Calls page, you can view call details (date/time of call, phone number of caller, duration of call, call forwarding number). You can also activate calls, delete messages, and add contacts to your address book. Activate a CallTo activate a call, click the phone icon. Add Contact to Address BookTo add the caller to your address book, click the address book icon.

Miscellaneous
Activating/Deactivating DND DND (Do Not Disturb) can be activated in numerous ways: from the PAC, through pbxnsips web interface, by activating star code *78 (*79 deactivates it), and from the phone itself. To activate DND from the PAC, click the DND icon from the PAC home page:

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DND will leave your phone silent even when the hunt group is called (Call Forwarding does not do this). If you are a member of a hunt group, Call Forwarding will not redirect calls from the hunt group. DND can be overridden by someone with DND override permission (typically a secretary who needs access to the boss, even if he or she is on DND). = DND has been activated.

Viewing the Star Codes Star Codes allow you to activate certain pbxnsip features by simply entering its associated feature code. To view the list of star codes from the PAC, click the Feature Codes icon. See Chapter 2 for a printable list. Replacing the PACs Background Image To replace the existing background image with one of your own, simply overwrite pac.png and place that file in the <pac install dir>/Resources folder. Your new image should be created with 262 379 dimensions. Basic Calling

Place a Call To place a call, click the contacts name from the address book. The call is automatically dialed. If you need to search for the contacts name, enter the contacts name into the search box and click Dial after that contacts name fills the space below the search box (see image at side).

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Disconnect a Call Click the extension where the call is connected and select Hangup. Pick up an Incoming Call Click the extension that is ringing, and click Pickup. When your phone rings, answer the call.

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Chapter 7

Using the PBX with snom Phones


The snom Phone ....................................................................................................................102 Basic Calling .............................................................................................................................102 Cancel and Confirm Buttons ..............................................................................102 Internal Calls ............................................................................................................102 External Calls ...........................................................................................................103 Receiving Incoming Calls ....................................................................................103 Address Book...........................................................................................................................105 Buttons ......................................................................................................................................106 Modify Your Buttons Profile................................................................................106 Add a Phone Button..............................................................................................107 Delete Phone Buttons ..........................................................................................108 Uploading a Picture ..............................................................................................................108

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The snom Phone


The PBX has been designed to integrate seamlessly with your snom phone, allowing you to merge some of the PBXs functionality with your phone. This chapter covers those areas and also gives you a basic overview on how to place calls. To learn how to use other functionality of the phone, use the following links to download the user guide for you specific phone or go to wiki.snom.com: snom 300, 320, 360, or 370 (download user guide) snom 820 (download user guide)

Basic Calling
Cancel and Confirm Buttons
Placing calls from a VoIP phone is a bit different from placing calls using a traditional phone. The most obvious difference is the way in which you must start the call. Unlike traditional phones which ring the destination once you are finished entering the required number of digits, VoIP phones (unless they have been configured to perform otherwise) must be told to place the call once you are finished entering the phone number. This is done by pressing the Confirm button, which is a checkmark on snom phones.
Cancel Con rm Con rm Cancel

snom 300, 320, 360, 370 Figure 7-1. Cancel and Confirm Buttons on snom Phones

snom 820

Internal Calls
To call another extension, just dial the extension number. For example, if you want to reach extension 412, just enter 412 and press the Confirm button. You will hear a ringback tone when the other station starts to ring.

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Note: Your administrator may have configured your phone to begin dialing without requiring you to press the Confirm button. To disconnect the call, press the Cancel button on the phone. If you are in handset mode, you can also place the handset back into the phone to disconnect.

External Calls
To dial an outside number, just enter the number and press the Confirm button. Although this policy can be changed by the administrator, the following practices are typical for most PBX systems:

In North America, domestic numbers must start with a 1 and be followed by ten digits and the Confirm button. Exceptions are 555 numbers and x11 numbers (for example, 911). International numbers must be prefaced with a 011 and followed by the Confirm button. In all other countries, you must press the confirm button to start the call. This is more like the usage of the cell phone compared to the usage of the ISDN or analog phone.

Note: The PBX allows the administrator to assign an outside dial plan to each user. Depending on company policy, this feature may be used to restrict certain extensions from placing outside calls or from placing calls to expensive numbers. Note: If you are not in your office and your company has a strict telephone bill policy, you might want to tell the PBX that you want to bill an outgoing call to your extension number. This feature is useful if you are located in a room that has no permission to place outside calls (e.g., a kitchen). The system will prompt you for your extension number, your access code, and the destination number. Talk to your administrator about setting up a Conference account.

Receiving Incoming Calls


An incoming call is indicated both acoustically and visually. When a phone call comes in, you will see the caller-ID on your phone. If the caller-ID is in your personal address book or in the domain address book, the name of the caller will appear on the telephone display. If you have a snom 370 or 820 phone, you will also see the calling partys picture if one is available. The ringtone of a call can also provide information about a call. Calls from within the

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domain sound different from calls from an outside line. Your administrator can also define additional rules for calls that come from agent and hunt groups.

Incoming calls can be handled in numerous ways:

Hands-free mode (headset): When using a headset, you can press the Confirm button and the call will automatically go to the headset. Handset: When using a handset, pick up the handset and the call will automatically go to the handset. Transfer call: To redirect the call to another location, press the Transfer button on the phone and enter the destination where you want to send the call.

Reject call and send to voicemail: To reject the call, press the Cancel button (the X). If you have your mailbox enabled, the call will go to your voicemail (or any number you have set up for busy). Call waiting: If you are on the phone when another call comes in, the phone may signal a call waiting with two short beeps in the line. The display will then show the caller-ID of the waiting call. If you want to connect the call, press the Confirm (checkmark) button. The active call will be put on hold and the incoming call will be connected. Missed calls: If you miss a call, the phone will turn the message light on and change the display. In order to see which call you missed, you can use either the redial button on the phone or use the left/right key (on the snom 820). You may also receive an email with the details of the missed call, if you have set that up in the web interface of the PBX.

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Address Book
The following snom phone buttons will be used in this section: Directory icon Up/down arrows Checkmark (Okay) button

Figure 7-2.

Address Book Navigation Buttons

Your snom phone has a built-in phone directory that stores the names and phone numbers of all your contacts. These contacts include the list of names in both your personal address book and the domain address book located on the PBX (Lists > Address Book and Lists > Domain Addresses). To view the list of names through your snom phone, press the directory icon on your phone.

The display will show the first 32 entries; however, all entries (including the ones that do not show) are available for searching. If you want to scroll through the current list of names, use the Up/Down arrows (Figure 7-2). If you want to search for a specific name, you can enter numbers that correspond with the spelling of the name. For example, if you are looking for the user Miller, you would enter the following search:
1. 2. 3. 4. 5. 6.

Press the address book button. Press 6 (to correspond with MNO) Press 4 (to correspond with GHI) Press 5 (to correspond with JKL) If the list of names has not narrowed to a small enough list, refine the list by pressing another number or scroll down to find the name. Press the checkmark (or Okay) button to start the call.

To add new names to the directory, multiple methods can be used (see Create Address Book Entries). New names that are added to either the personal or domain address book will immediately appear in the snom directory (a reboot is not required).

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Buttons
snom phones have programmable buttons that allow you to dial important numbers and execute certain PBX features with the press of a single button. The number of buttons that are available for programming varies according to the type of snom phone you have. The snom 300 has 4 programmable buttons, and the snom 360 and 370 have 12 programmable buttons. The snom 820 was designed so that all keys, except those on the alphanumeric keypad and the audio control keys, are programmable (even the preprogrammed hard keys whose default function is printed on the casing). Buttons can be programmed through the pbxnsip web user interface (Figure 7-1. For a description of each of the button types, see Table 3-1 in Chapter 3.

Figure 7-1.

Link Between the snom Phone Buttons and the PBX Web Interface

Modify Your Buttons Profile


The system administrator usually assigns a default profile for the buttons of each phone. If you would like to modify your assigned profile, use the following steps: 1. Log in to the pbxnsip web user interface (see Chapter 2, Using the PBX from the Phone). 2. From the Settings tab, click Buttons. A list of buttons is displayed:

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3. 4. 5.

To change a button, click the Type dropdown list and choose a new button (see Table 3-1 for a description of each type). Enter a value into the Parameter field for the button. Click Save.

Add a Phone Button


To add another button: 1. Populate the fields of the first line to define the button. 2. Click Save.

The new button will be added to the end of the button list.
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Delete Phone Buttons


To delete a button: 1. Clear the name of the button. 2. Click Save.

Uploading a Picture
You can use the pbxnsip web interface to upload your picture. The picture will be displayed in the pbxnsip web interface and in the display of snom phones when you place a call to someone who has a phone with picture-displaying capability.
1. 2. 3. 4.

Navigate to Settings > General. From the Upload picture setting, click Browse. Navigate to the location of your image and double-click to load the image. Click Save.

When you place a call, your picture will be displayed as long as the phone you are calling can display pictures (see Figure 7-2). Phones used for conference rooms will display each participant (Figure 7-3).

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Figure 7-2.

Picture of Caller

Figure 7-3.

Pictures of Conference Call Participants

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Glossary of Terms and Abbreviations


SIP (Session Initiation Protocol) GUI (Graphical User Interface)

A GUI, pronounced GOO-ee, is an interface for issuing commands to a computer, utilizing a pointing device, such as a mouse, that manipulates and activates graphical images on the monitor. The GUIs referenced in this guide include the pbxnsip web interface (see Chapter 3, Using the Web Interface) and the PAC (see Chapter 6, Using the pbxnsip Attendant Console). For an overview on GUIs, see Chapter 1. DND is a feature that allows you to silence your phone from all incoming calls, even calls made to a hunt group or an agent group. DND can be activated in numerous ways. See Chapter 2, Using the PBX from the Phone, for more information. The PAC is a small application that runs on your desktop and is produced by pbxnsip. Designed to make monitoring extensions easier than traditional PBX consoles, it gives you an at-a-glance view of an extensions status. See Chapter 6, Using the pbxnsip Attendant Console, for more information. The system which controls the calls within your office. It has functionality like voicemail, hunt groups, auto attendants (virtual receptionist), and conference rooms. A PBX switches calls between VoIP (voice over Internet Protocol or IP) users on local lines while allowing all users to share a certain number of external phone lines. The typical IP PBX can also switch calls between a VoIP user and a traditional telephone user, or between two traditional telephone users in the same way that a conventional PBX does. SIP is a generic standard that allows for compatibility with other SIP-based products. SIP establishes sessions for such features as audio/videoconferencing, interactive gaming, and call forwarding that are deployed over IP networks. SIP enables Internet service providers to integrate basic IP telephony services with Web, e-mail, and chat services. Star codes allow you to access PBX features more easily. Star codes are two-digit numbers prefixed with a star (*) and are used to tell the system what to do. Each star code maps directly to an action of the system (see Chapter 2, Using the PBX from the Phone). The combination of Touch-tone input from the telephone keypad coupled with speech output from the connected voicemail or IVR application. For an overview on TUIs, see Chapter 1.

DND (Do Not Disturb)

PAC (pbxnsip Attendant Console)

IP PBX (Private Branch Exchange)

SIP (Session Initiation Protocol)

Star Codes

TUI (Telephone User Interface)

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VoIP (Voice over Internet Protocol)

VoIP is a technology that allows telephone calls to be made over the Internet. VoIP converts analog voice signals into digital data packets and supports real-time, two-way transmission of conversations using Internet Protocol (IP).

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Index
A address book accessing from the PAC 95 and anonymous calls 20 create address book entries 54 delete address book entries 57 edit address book entries 56 ad hoc. See conferencing agent groups 17 and cell phone settings 40 and DND 24 logging in and out 25 anonymous calls blocking your caller-ID 20 rejecting using *88 20 attended transfer 14 B barging in on calls. See call barge black list. See also white list. classify a contact 29 blind transfer 14 block anonymous calls 20 block caller-ID 20 blocking calls. See also black list. buttons, programmable from web interface 47 C call barge 25 call center agent log in/log out 25 barging in on calls 25 listening in on calls 27 teach mode 27 call details request using *63 star code 28 caller-ID and anonymous calls 20 blocking 20 unblocking 20 calling card account balance 27 call listen-in mode 27 call log view on web interface 53 call monitoring specify extensions 36 specify extensions to watch from PAC 36 specify monitoring permissions 37 call park and retrieve 15 specify pickup preference 37 call pickup 16 call recording retrieve recording through call log 53 using *12 star code 29 call return 13 call teach mode 27 cell phone and blind transfer 14 and conferencing 20 and DND 24 and loss-of-signal events 79 call a cell phone without knowing number 82 call from extension 82 cost savings 76 retrieve call from cell phone 80 send calls to 81 send call to cell phone 81 cell phone integration and agent groups 40 and hunt groups 40 call to remind of phone message 43 configure settings for 39 from PAC 94 from the PAC 94 specify ring schedule 40 cell phones retrieve call from cell phone 80 send call to cell phone 81 virtual assistant 69, 82 clean up extension 28 CO-lines 47

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conferencing add unplanned party to scheduled conference 19 ad hoc 18 and cell phones 20 create a new conference 51 deleting existing conferences 52 scheduled conferences 18 three-way conferencing 17 D DND from PAC 98 DND (do not disturb) 24 and hunt groups/agent groups 24 and the PAC 98 set from web interface 38 set using feature codes 24 document (user guide) conventions xi feedback xi outline x related documents xi revision history x domain address book 57 E email integrate an email address with your account 44 send an email of system status changes 46 send an email record of incoming calls 45 send call details to email account 28, 70 send voicemails to email account 44, 69 extension view extension details 57 F feature codes. See star codes. features overview of Release 4.0 3 forum joining pbxnsip forum xii forwarding calls through the web interface
forward all calls 38

using star codes

forward calls only when busy 38 forward calls when no answer 39 hot desking 38 forward all calls 22 forward calls only when busy 23 forward calls when no answer 23 hot desking 21

G graphical user interface. See GUI. greetings record new greetings 66 group mail 70 specify extensions that can access 43 GUI (graphical user interface) and buttons functionality 8 various types of GUIs 8 H hold a call. See also call park. using your phones features 12 hot desking 21 and agent groups/hunt groups 21 specify extension 38 hunt groups 17 and call pickup 17 and cell phone settings 40 and DND 24 I instant messaging from the PAC 97 from the web interface 49 intercom 13 iPhone 88 iPod 88 K knowledge-base pbxnsip URL xii L listening in on calls. See call listen in M

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mailbox escape account 43 make calls using your phone 12 messages leaving a voicemail message 66 message waiting indicator. See MWI. missed calls receive emails for missed calls 45 retrieve through web interface 52 return calls through Missed Calls list 53 monitoring agent groups 92 monitoring extensions 87, 92 permitting others to monitor your extension 37 MWI (message waiting indicator) clear the MWI 71 request an MWI 43 P PAC about 111 accessing your voicemail 97 adding a cell phone 94 address book 95 basic calling 99 installing PAC 89 instant messaging 97 list of star codes 99 logging in to PAC 91 missed calls list 97 monitoring agent groups 92 monitoring extensions 92 PAC user interface 91 replacing the background image 99 setting up your account 92 specify extensions to monitor 36 park orbits preferences 37 password changing via web interface 36 phone registration 4 phone calls. See also forwarding calls and transferring calls. basic calling 12 one-click calling (web interface)
using your address book 54 using your call log 53

recording calls 29 request details of 28 phones clean up an extension 28 picture upload through web interface 36 R receive calls from your phone 12 record calls 29 redial last number called. See also calll return. using star codes 12 using the missed calls list 52 registering phone 4 return a call using feature codes 13 using the address book 54 using the call log 53 using the missed calls list 52 ringing transfer 14 S screening calls anonymous calls 20, 38 Session Initiation Protocol. See SIP. SIP (Session Initiation Protocol) 2 star codes complete set of feature codes 11 definition 10 view from PAC 99 view list on the PAC 99 star codes (by number) *00 (call cell phone from extension) 82 *000 (clean up an extension) 28 *52 (send call to cell phone) 81 *61 (show account balance) 27 *62 (wakeup call) 28 *63 (request call details) 28 *66 (redial) 12 *67 (block caller-ID - activate) 20 *68 (block caller-ID - deactivate) 20 *69 (call return) 13 *70 (hot desking) 21 *71 (forward all calls) 22
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*72 (forward all calls - deactivate) 22 *73 (forward calls on busy) 23 *74 (forward calls on busy - deactivate) 23 *75 (forward calls on no answer) 23 *76 (forward calls on no answer - deactivate) 23 *77 (transfer) 14 *78 (DND) 24 *79 (DND - deactivate) 24 *81 (call barge in) 27 *82 (call teach mode) 27 *83 (listen-in mode) 27 *86 (call park retrieve) 16 *87 (call pickup) 17 *88 (block anonymous calls) 20 *89 (block anonymous calls - deactivate) 20 *90 (intercom) 13 *91 (add call to white list) 29 *92 (add call to black list) 29 *95 (send voicemails to email) 69 *97 (go to voicemail) 64, 70 *98 (record new greetings) 66 *99 (clear message indicator) 71 T teach mode. See call teach mode technical support xii telephone user interface. See TUI. transferring calls attended transfer 14 blind transfer 14 from mobile device 14 transfer a ringing call. See also call pickup. transfer call to voicemail 14, 68 trouble tickets. See technical support TUI (telephone user interface) and buttons functionality 8 V virtual assistant 69, 82 voicemail accessing 64 accessing from the PAC 97 activate message waiting indicator (MWI) 43 add a comment to a message 64

change your PIN 63, 64 configure voicemail settings 41 delete a message 64 enable voicemail box 42 fast-forward through messages 64 go straight to voicemail 70 group mail 70 language of voice prompts 36 leave a message 66 log in to voicemail 64 mailbox escape account 43 message playback 64 move or copy a message 64 receive voicemails in email account 69 record a greeting 64, 66 record a welcome message 63 record your name 63, 64 repeat a message 64 request a callback 64 ring my cell phone when voicemail arrives 79 set announcement through web interface 42 set up voicemail box 71 skip a message 64 transfer call to anothers voicemail 14 transfer call to your voicemail 14 W WAC joining a conference 88 making calls 87 monitoring extensions 87 transferring calls 88 WAC (web-based attendant console) 86 wakeup call using star feature codes 28 using the web interface 36 web interface address book 54 call forwarding 37 call monitoring preferences 37 change your password 36 change your PIN 36 create new conferences 50 hot desking, specify extension 38

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instant messaging 49 park orbit preferences 37 pickup preferences 37 set DND 38 upload picture 36 viewing important lists

white list. See also black list. add a contact 28

pre-scheduled conferences 50 your complete call log 53 your missed calls 52 your voicemail box 49

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