Training:Process Review

Process Review

 Being prepared before heading onsite to install the PBX is going to remove stress and make the install go more smoothly.  Installing and testing a basic install of the major components is going to alleviate stress and ensure that everything is working as expected, as well as ensure your time is being used efficiently.

Pre-Install As mentioned in previous modules, being prepared is a key component of a successful install.

• • Be sure to have your Site Survey and IPitomy Setup Worksheet completed, as well as contact information for key players like the ISP, IT Dept, Trunk Providers, etc.
  • If possible, build as much as you can in the PBX before heading onsite.  While we do not recommend registering the phones just yet as the IP address of the PBX may change, having your extensions, groups, menus, schedules, etc built ahead of time will decrease the time spent onsite when doing the install.

• Matching the LAN – Getting the PBX IP addresses configured to communicate on the network is the first step of your installation.  If the network subnet is not 192.168.1.x you will first have to configure the PBX so it can communicate with the network. There are two ways to configure the PBX IP address to match the subnet of the LAN.  Once set, it is advised to reboot the PBX.
  • Keyboard and Monitor – With a keyboard and monitor connected you can press ALT-F7.  This brings you to a screen that allows you to set your Static IP, Subnet Mask, Gateway, and DNS.  Once all the values have been set, be sure to select S to save.
  • PC and Simple Network – By default the PBX can be accessed via 192.168.1.249/ippbx.  With your PC and PBX connected to a simple network (only a switch is needed between the two devices) and your PC set statically to 192.168.1.50 you can log into the default IP address of the PBX.  Once logged in, you would navigate to System=>Networking and make your change to Static IP, Subnet Mask, Gateway, and DNS.

• Connecting to the Network – Once the PBX is configured with the correct IP addresses you are ready to connect it to the customer network.  Be sure to connect the PBX to the switch that will host the majority of the phones.  You do not want to make the mistake of connecting the PBX to their router as you will be creating an unnecessary bottleneck for traffic that can cause issues down the road.

 SIP Localnet and External IP– The Localnet defines what network is considered to be Local in terms of SIP communication.  You can find this setting under PBX Setup=>SIP.  If the Localnet does not match the LAN, the phones will not be able to communicate to the PBX.  The Localnet will follow the pattern xxx.yyy.zzz.0 with x, y, and z matching the PBX IP address, the last octet will always be zero.  The subnet mask for the Localnet will typically be 255.255.255.0.  If the install will have any remote SIP (Provider or Phones) I would also enter the public IP address for the site in the External IP field at this time.

 Access Control List – Once the Localnet is set, we advise to set the ACL.  Found under System=>Access Contol=>Access Control List, we advise you click the Load Recommended Defaults button.  This will configure the basic ACL services (SIP, Call Manager, Local Manager, and TFTP) in a way that allows devices within the Localnet to communicate to the PBX.  If you are using a SIP provider, add <SIPTrunkIP>/32 as a rule to the SIP service in the ACL at this time.  If remote phones will have static IP addresses, enter those as well.  If there will be remote phones on none static IP addresses, delete the entire SIP ACL Service and enable Log Watch & Ban. 

• Register Two Extensions – We advise to register two extensions to start.  After they are registered make some test calls as this will give you an idea if things are working correctly.
  • Can each phone call the other?
  • Is there two way audio?
  • Are there any issues with call quality?

 Remote SIP – If the site plans to use any remote phones or SIP trunks, we advise to install a remote phone next as a means to test that the router is handling NAT correctly.  Often times a 3^rd party (IT Dept, Off-site IT, etc) will need to be contacted to make changes to the router so it is best to find out at the start of the install as opposed to the end.  If an off-site IT needs time to get to the site to make changes you can start working on other sections of the install, but at least the ball is rolling.

• • Softphone – An easy way to test would be to have a SIP softphone on your cell.  Register this as a WAN extension to the PBX and test.
  • Hardware Phone – If you have other employees at your office you can have them register a physical SIP phone to a WAN extension on the PBX and test.

 Trunks – Configuring the trunks next and testing them will allow the Provider time to resolve possible issues while you work on the rest of the install.  Waiting until the end to configure the trunks may extend the time taken to cut-over.

• • Add only one DID at this time to ensure the provider is sending the right number of digits.

 Test – We cannot stress enough how important it is to test your basic install before implementing everything.  With a few local extensions, remote extensions, and trunks built you can get a good idea how everything is working.

• • Can the LAN phones make and receive calls?
  • Does DTMF work?
  • Can Remote Phones make and receive calls?
  • Can you make and receive calls via the Trunks?
  • Two way audio for LAN phones, WAN phones, and Trunks?
  • Are DIDs routing correctly?

• Configure the Rest – Once the basic install has been tested and found to be functional, register the remaining phones to the PBX, add and configure the remaining DIDs, and test the complete functionality.
  • Do Ring Group calls function as desired?
  • Do the Menus route the callers to the desired destinations?

• Training – Once the system is installed and working as expected, the task of training the end user begins.  While many of the features work exactly like their old system did, there are a number of new things to learn.  Ensuring the end user is up to speed on how to use their phones and PBX will result in a happier customer.