Training:Application Solution

IPitomy Technical Training – Basic

Application Solution

 

The application is the result of a properly designed PBX Solution that meets the requirements of the customer. The most effective way of accomplishing the customer specific application is to get all of the information from the customer and use that information to populate your IPitomy setup worksheet. In the preceding modules we’ve covered the preliminary ground work needed to ask the questions that will allow you to build the application.

The IPitomy worksheet is an excellent place to start this process and provides the written backup that is very often a needed fail-safe plan to reconstruct the application in the absence of a good backup. This module covers the basic system application.

Database Building:

Building the database is best done when well planned. Planning assures that the solution intended is delivered. Obtaining the information prior to the date of installation provides you with the data you need to install professionally and with the least amount of unbillable call backs.

IPitomy has a web based administration interface that makes programming and setup of the application simple.  IPitomy does not come with a default database, so it is necessary to create the database in the proper sequence to build the elements necessary for successful call flow. 

IPitomy has a very simple setup philosophy. 

• Destinations - provide a destination within the PBX to route calls to like an automated attendant or an extension. 
• Providers are the elements that route calls into the system and out of the system (Trunks).  Once you set up the destinations, you can set up the providers and implement the design requirements for call routing.

The Sequence:

First - create the extensions.  This can be accomplished in several ways.  More on this later.

Second - Create Groups of extensions.  Groups are used to ring a group of phones all at once or in a sequence. Groups are also used in paging.

Third - Create menus - These are automated attendants with a single digit dialing menu like - Press 1 for sales, 2 for service etc.

Once you have created the proper elements for your application, then you can create the call routing and setup and configure your trunks.  It is really quick and simple if you take the time to plan out the application in advance.

Review and confirmation

• Extension number range
• Device Types
• Network layout

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• Router type, knowledge of its capabilities – this has been covered in previous modules. The point here is KNOW it before moving on.
• Data Switch type(s), knowledge of their capabilities
• Cabling certified and known condition – this has been covered in previous modules. All devices known and IP Addresses known
• Access to the Router GUI or relationship with IT personnel to get access when needed
• IP PBX IP Address cleared for use on the network – does not conflict with any existing device AND is guaranteed not to become in conflict with any network device
• Known condition of network
• End-user acceptance of their ownership of network performance… and readiness to accept any requirement to bring their network up to “spec” should an unknown disclosed issue arise.

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Application development

Email

• Email – email is a recognized component of everyday business activity. Adding voice mail messages to emails provides an important dimension to business where voice messages can now available as an email in email applications as well as mobile phones. Email integration is an absolute requirement in delivering the full unified communications solution.
  Email can be a useful tool for the VAR as well – by putting your credentials in front of the user on a continual basis.

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• Sent From
  • • We suggest creating an Email account for the Voice mail system (vmail@company.com) using your company Email System and deploy its use in the Sent From portion of database programming. Doing so will result in all email deliveries (voice mail attachments and system event messages) being delivered with your company email tag as the Sent From email address.
    • If you have no email server, consider creating one on Google GMail (vmail.company@gmail.com) or another service where your name will become part of the domain listed in the email delivery. Be sure to prepare for this in advance and have an email account and password ready when you go to do the installation. If you neglect to do this, it will add to your installation time.

Call Groups/ACD

• Call Groups Defined – Call Groups are a powerful communications resource in the IPitomy IP PBX and for your customer. Since there is no limit to the number of call groups possible in IPitomy, the use is unrestricted. ACD will be discussed in the Advanced training course.

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• Ring Strategy
  • • Go to the IPitomy WIKI at http://wiki.ipitomy.com
    • Select the IPitomy PBX Plus Administration Guide
    • Select Groups or search for - Ring Stategy  - The WIKI will have all of the information required to set up ring groups.

• • Members – those in the group with physical telephones. Members are permanent devices in the Queue. Members have the ability to place their device into Pause thereby removing themselves from queued calls, however this also eliminates all incoming calls except Page Announce Call
  • Agents – those in the group with no specific telephone or wanting the ability to Log On to the Queue and Log Off the Queue separately from telephone-based functions.  Agents can log in from any phone. - Requires ACD Option
  • Failovers (Queue Timeout destinations) Where the call is directed to after the timeout expires.  This can be any destiniation in the system.
  • Will a menu be associated to any Call Groups (ACD Feature – callers in an ACD - Call Group queue can interact with options available while waiting in queue and select a new system destination)
  • Use theIPitomy WIKI at http://wiki.ipitomy.com to search for any of the subjects above to learn about how to implement the powerful features of Call Groups and ACD.

Menus

• Menus defined

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• Auto Attendant, and subsequent menus must be planned in advance and well organized to allow for a streamlined installation of that portion of the application.
  • • Get prompts scripts – write them or have them prepared for you by the user
    • Get Destination selections for one-digit dialing
    • Determine if extension dialing will be allowed and at what menus
    • Determine Menu overflow Destinations – where callers will be routed when they dial:
      • nothing
      • incorrectly

Schedules

• Determine schedules

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• Day Hours of operation
• Lunch Hour
• Night Hours of operation
• The “Attendant” assigned telephone may be given the ability to select the Day/Night mode of operation

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Branch Office

• If a Branch Office is to be part of this application the numbering plan and menus must be known for that system and it must be deployed with equal attention to detail.
• Determine:

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• If extension numbering at the branch office is to be transparent to the users (users may dial any extension number regardless of branch location or local PBX location with no special coding or prefix erquired). If so, the extension number scheme at the branch office must not conflict with extension numbering at this PBX or any other branch office.
• Shared Name for the Branch – this name will be applied to both PBX locations to allow them to meet (connect) over the interlinking network (Internet usually)
• Code for branch access – this code can be mirrored at each branch and used to access the paired branch
• Branch Password – this password will be applied to both PBX locations to allow them to meet (connect) over the interlinking network (Internet usually)

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Remote Phone(s)

• If remote phones are to be used, assure that the router has been programmed to allow BOTH UDP and TCP Packet forwarding (Port 5060 should be configured for UDP and Ports 10,000-20,000 should be configured for UDP)
• Assure that the bandwidth at the remote phone location is adequate to handle call traffic for each telephone – especially when multiple phones are deployed at remote locations. (Plan for 200kb/s for each, two-way voice call.)
• If more than five remote phones are to be used at any remote site concurrently, consider installing an IP PBX at that location as a Branch Office instead.
• QOS is essential to all lans with VoIP traffic. We recommend setting QOS if possible to make voice call traffic a higher priority than other data traffic.
• Disable ALG (Application Layer Gateway). This router function can be powerful but a nuisance to voice traffic.
• If a Sonicwall is in use, review notes in IPitomy’s Sonicwall Configuration guide at:
  http://www.ipitomy.com/webrelease/Sonicwall/Sonicwall%20Quick%20Guide.pdf
• Go to PBX Setup=>Phone Global
  - enable Phone Download Enabled    
  - enable Phone Auth Enabled    
  - note the user and pass to be manually entered later (since the phone is already remote)
  - Click Save and Apply Changes
  
  Edit the Phone settings for the extension (pencil with handset)
  - Change the Configuration Updates protocol to HTTP
  - Click Save & Configure Phone button (were the phone local, the correct values would be sent to the phone)
  
  Manually Changing in phone
  - Log into phone via IP Address (user: root, pass: root)
  - Navigate to Phone Maintenance=>Autoprovision
  - Change Protocol to HTTP
  - Enter Username and Password from earlier Phone Global steps
  - Change the Software Server URL to: http:///ippbx/phonecfg/
• - Click Submit and wait for the phone to become idle
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DCM (Desktop Call Manager)

• Desktop Call Manager is a PC-based, Windows Application that can be loaded onto user computers to gain a high level of control of communications for their telephone. DCM is licensed per user and can be installed at on a single PBX or multiple PBX’s that are branched together with the Multisite DCM License.
• Since Desktop Call Manager integrates a Chat Client, DCM links the desktop to the world of chat and SMS Texting.
• Presence – DCM enables a presence indication via its integrated Chat client.
• DCM Provides the user with:

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• Ability to monitor selected extensions on the IP PBX and Branch Office IP PBX’s
• Monitor call traffic at the monitored extensions
• Interact with call traffic at the monitored extensions
  • • Listen
    • Whisper
    • Barge
    • Record calls in progress at that extension (Recordings via DCM are stored in the DCM application)

• • Interact with callers in voicemail
    • Screen caller leaving messages in voice mail
    • Pick up (retrieve) callers from voice mail
  • Record calls in progress at their own extension (Recordings via DCM are stored in the DCM application)
  • Monitor Park Locations
  • Monitor Trunks
  • Utilize DCM-based Speed Dial
  • Send and Receive Text Messages (a Chat server is required – any may be used)
  • Monitor Conference Rooms 901 902… and other if licensed/programmed
  • DCM may be used to invoke PBX functions:
    • Dial
    • Transfer
    • Park
    • Hang up
    • Call and Extension
    • Page an Extension
    • Call Forward – DCM can be used to monitor PC activity and invoke pre-programmed call forward scenarios when a PC user is inactive for 15 minutes

Multisite Desktop Call Manager

• Both sites must be Multi Site Licensed and Multi Site Enabled

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• MUST be enabled in the Branch office settings

• You MUST Port Forwards Ports 5048 and 5038 to the IP of the PBX at each router
• You must set up the ACL in the IP PBX to allow the mated branch office to connect on Ports 5038 and 5048. (The default only allows for local IPs).

 

Questions:

1. T/F, A Branch Office extension can be dialed directly without a branch office code regardless of which extension and branch where the extension is installed.
2. What benefit comes from setting up a Sent From email address.
   a. puts the Sent From email address in front of the user each time an email from the IP PBX is received.
   b. puts the Sent From email address in front of the user each time an email is received.
   c. The email address set as Sent From becomes the server for all emails that are IP PBX generated
   d. The Sent From email address defines which email that are received are valid.
3. T/F, When DCM is used at a branch office a Multisite license must be purchased at only the IP PBX that is the Branch Office IP PBX.
4. T/F, A Menu can be assigned to a ACD Group so that callers may dial a single digit and while waiting in queue and be directed to another system destination.

Where on the WWW can you go to find the IPitomy Installation and Maintenance Manual?
http://wiki.ipitomy.com