Training:Application Solution

IPitomy Technical Training – Basic

Understanding the Application

 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 setup worksheet is a document that should define the scope of work as far as programming the system.  Having this in writing provides a clear application definition and reduces the possibility of misalignment of expectations.

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.  It is a good idea to keep a copy of the setup worksheet in the same directory that you use to store the customers backup files.  This module covers the basic system application.

Database Building:

IPitomy is an IP PBX system which means is is a pure software based business telecommunication system.  It is very similar to traditional TDM based key systems and PBX's with one big difference; it is a pure software based system. IPitomy does not have all of the hardware components associated with traditional systems so there are very few parts that can fail. Building the database is best done when well planned. Planning assures that the solution meets the expectations of the customer. 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 un-billable 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 process. 

• Destinations - provide a destination within the PBX to route calls to like an automated attendant or an extension. DID's can be used to directly ring any destination e.g. conference rooms or extensions.
• 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 Application Development Sequence:

First- create the extensions.  This can be accomplished in several ways. The module on auto provisioning covers this in detail.

About Extension:

• Extensions can be 3 or 4 digits in length
• Call Forwarding is available - Unconditional, Busy, No Answer or Unavailable.
• When an extension is created, a voicemail box, a chat client and a Schedule are created
• Follw - Me allows simultaneous and sequential ringing of any number of extension or PSTN numbers
• The quantity of Extension is subject to the license.  If additional extensions are required, they can be purchased through the license expansion.
• IPitomy Licenses are for IPitomy phones.
• Open licenses are for devices not manufactured by IPitomy.  Open extension licenses cost a little more than IPitomy extension licenses.
• Auto Provisioning is available for IPitomy Phones.
• Importing all of the users names, email addresses and extension numbers is a quick way to enter in the data and create all of the extensions at once.  This can be accomplished with a comma seperated values (.csv) file.  When the names are imported, extensions are created. or,
  • Extensions can be manually created and the extension data entered one at a time
  • Mass editing of the extensions saves time and allows quick changes and is possible at any time after the creation of extensions.
• IPitomy is compatible with a wide variety of SIP devices like conference phones, soft phones and anything that is SIP compatible.
• IPitomy phones can be used as intercom paging between extensions or groupd of extension.

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.

• Groups are groups of extension that will ring all at once or in a round robin or other strategy
• Groups have advanced functionality for exceptionally  flexible call coverage
  • Group members can be assigned a priority so individuals can be automatically assigned incoming calls during peak busy times without logging in.
  • Timeout can be programmed to send calls to another destination automatically after a programmed amount of time.
  • Agent ring time can be programmed to restart the ring sequence to include members who may have just wrapped up another call.
  • Groups are typically used to route incoming calls so a group of phones in a department will ring.
  • Groups can be used as paging zones - unicast call paging or multicast paging
  • A word or digits can be pre-pended to the caller id name or number to identify which group a call is ringing in through.
  • Unique Music on Hold or Message on Hold can be played per ring group

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

• Menus are single digit dialing automated attendant destinations
• Prompts can be easily recorded using the prompt recording utility in the administration interface.
• The prompts should be recorded before the menus are created
• The prompts should be planned out in advance so onsite configuration is simplified.
• Pre recorded prompts can be uploaded into the system

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 quick and simple if you take the time to plan out the application in advance.

Other Destinations

Conference - The conference Destination is a meet me conference room.  By default there are two conference bridge destinations; 901 and 902.  More conference bridge destinations are available by purchasing a license expansion.  The total number of members in a conference bridge is 32 people.  While you can have more than one conference call at a time, the total number of users is 32.  Greetings can be created for the conference rooms to announce what room it is; for instance Welcome to Attorney Bill Smith's private conference room.

Voice Mail - Voice mail boxes can be created.  One is automatically created for each extension that is made, so there is no need to create one for every extension, as they are already made.  Since the voice mail is integrated with the IP PBX System, there is no need to forward extensions to the voice mail; it is automatic.  The default is set to forward to voice mail after 32 seconds.

Schedules- A schedule provides the ability to route a call based upon time of day.  The schedule can route to a different destination inside of business hours, outside of business hours and during lunch.  Schedules can also be inserted at any point in the call path where time sensitive call routing is needed.

Branch office - A branch office destination creates a call route to another IPitomy IP PBX System.  Extensions in the branch office will show up and be routable using their 3 or 4 digit extension number.  A code is also available to dial to reach extensions that share the same extension number in each branch.  Calls can be routed to other branches from DID's, Menus, and Groups just like local extensions.

Scheduled Calls - Scheduled calls are a destination where an announcement or audio file can be played to a group of phones or integrated paging devices based upon time of day.  An example of this is to play a school bell audio sound to announce start and end of classes.  Emergency announcements can be made by dialing the destination extension number and entering the programmed PIN code. 

Review and confirmation

It is best to set up all of the end users information in the IPitomy Setup Worksheet.  This outlines your scope of work and sets the expectations between you and your customer.  Once all of the application elements have been decided, be sure to go over the worksheet with your customer.

• Extension number range
• Device Types
• Network layout
• 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 - POE? 
• 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 agreement to accept any requirement to bring their network up to “spec” should an undisclosed issue arise.

Application Development

Voice Mail Email

In order for the IP PBX System to send out emails, it is necessary to have an email account assigned to the system so all emails that the system sends out can be from a legitimate email account.  This is entered into the system under <PBX Setup> <Voicemail>.  See the screen below.

Once the email settings are properly configured for sending emails, all that is required is to add the users email address in the extension.  Omitting the email address turns off the email feature in each extension.  if you are not using Voice mail to Email, do not put an email address in the email address field on the extension screen.

Email needs to be setup for sending out of the PBX to the customer's email system. 

• Sent From
  • • The customer must provide an Email account for the Voice Mail system (vmail@company.com) on their Email Server and use that email account so all emails from the IP PBX System will be sent using the accounts email credentials.
    • If no email server is available to create an account, creating one on Google GMail (vmail.company@gmail.com) or another similar service.  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.

Ring Groups/ACD

• Ring Groups Defined – Ring Groups are a powerful communications resource in the IPitomy IP PBX and for your customer.ACD will be discussed in the Advanced training course.

• 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 Ring Groups (ACD Feature – callers in an ACD - Ring 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 Ring Groups and ACD.
  • Link to Group Video Training [1]

Menus

• Menus defined

• 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
    • Link to Video Training [2]

Schedules

• Determine schedules
• 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

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:

• 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)

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
•  Refer to this section of the manual : Remote_Phones

Below is how you include the remote phones section: 

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:
  • 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
• 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

or

http://www.ipitomy.com/webrelease/IPitomy/IP1100+/IPitomy%20IP1100+%20Manual.pdf