Difference between revisions of "Training:Process Review"

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<span style="font-size:larger">'''Process Review'''</span>
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== IPitomy PBX (On Premise) ==
  
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&nbsp;Being prepared before heading onsite to install the PBX is going to remove stress and make the install go more smoothly.&nbsp; 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.
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==='''<u>Process Review</u>'''===
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Preparation is critical before heading on-site to install a PBX, whether it's for an IPitomy cloud or on-premise solution. Thorough preparation reduces stress and ensures a smoother, more efficient installation process. This involves installing and testing a basic setup of the major components to ensure everything functions as expected.
  
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'''Pre-Install''' As mentioned in previous modules, being prepared is a key component of a successful install.
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=== <u>Pre-Installation Steps</u> ===
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Thorough preparation is a key component of a successful installation. Complete the Site Survey and IPitomy Setup Worksheet, including contact information for key parties such as the ISP, IT Department, and Trunk Providers. If possible, set up as much as you can in the PBX before arriving on-site. Although it's not advisable to register the phones at this stage (since the IP address of the PBX may change), pre-configuring extensions, groups, menus, schedules, etc. reduces the time spent on-site during installation.
  
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**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.
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=== <u>Matching the LAN</u> ===
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**If possible, build as much as you can in the PBX before heading onsite.&nbsp; 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.
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The first step of the installation process is configuring the PBX IP addresses to communicate on the network. If the network subnet is not 192.168.1.x, adjust the PBX to match the subnet of the LAN. There are two ways to configure the PBX IP address. After setting it up, it is recommended to reboot the PBX.
  
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*'''Matching the LAN –''' Getting the PBX IP addresses configured to communicate on the network is the first step of your installation.&nbsp; 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.&nbsp; Once set, it is advised to reboot the PBX.
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=== <u>Using a Keyboard and Monitor</u> ===
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**Keyboard and Monitor – With a keyboard and monitor connected you can press ALT-F7.&nbsp; This brings you to a screen that allows you to set your Static IP, Subnet Mask, Gateway, and DNS.&nbsp; Once all the values have been set, be sure to select S to save.
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Connect a keyboard and monitor to the PBX and press ALT-F7. This will bring you to a screen that allows you to set the Static IP, Subnet Mask, Gateway, and DNS. Once all the values are set, select 'S' to save.
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**PC and Simple Network – By default the PBX can be accessed via 192.168.1.249/ippbx.&nbsp; 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.&nbsp; Once logged in, you would navigate to System=>Networking and make your change to Static IP, Subnet Mask, Gateway, and DNS.
 
  
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*'''Connecting to the Network –''' Once the PBX is configured with the correct IP addresses you are ready to connect it to the customer network.&nbsp; Be sure to connect the PBX to the switch that will host the majority of the phones.&nbsp; 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.
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=== <u>PC and Simple Network Setup</u> ===
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By default, you can access the PBX via 192.168.1.249/ippbx. Connect your PC and the PBX to a simple network, with only a switch between the two devices. Set your PC statically to 192.168.1.50 and log into the default IP address of the PBX. Once logged in, navigate to System => Networking and configure the Static IP, Subnet Mask, Gateway, and DNS.
  
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&nbsp;'''SIP Localnet and External IP– '''The Localnet defines what network is considered to be Local in terms of SIP communication.&nbsp; You can find this setting under PBX Setup=>SIP.&nbsp; If the Localnet does not match the LAN, the phones will not be able to communicate to the PBX.&nbsp; 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.&nbsp; The subnet mask for the Localnet will typically be 255.255.255.0.&nbsp; 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.
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=== <u>Connecting to the Network</u> ===
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After configuring the correct IP addresses on the PBX, connect it to the customer network. Connect the PBX to the switch that will host the majority of the phones and avoid connecting it to the customer's router to prevent potential traffic bottlenecks.
  
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&nbsp;'''Access Control List –''' Once the Localnet is set, we advise to set the ACL.&nbsp; Found under System=>Access Contol=>Access Control List, we advise you click the Load Recommended Defaults button.&nbsp; 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.&nbsp; If you are using a SIP provider, add &lt;SIPTrunkIP&gt;/32 as a rule to the SIP service in the ACL at this time.&nbsp; If remote phones will have static IP addresses, enter those as well.&nbsp; If there will be remote phones on none static IP addresses, delete the entire SIP ACL Service and enable Log Watch & Ban.&nbsp;
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=== <u>SIP Localnet and External IP</u> ===
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Ensure the Localnet is properly configured under PBX Setup => SIP. The Localnet should match the LAN to allow phones to communicate with the PBX. The Localnet follows the pattern xxx.yyy.zzz.0, where x, y, and z match the PBX IP address, and the last octet is always zero. The subnet mask for the Localnet is typically 255.255.255.0. If remote SIP (Provider or Phones) is involved, enter the site's public IP address in the External IP field.
  
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*'''Register Two Extensions –''' We advise to register two extensions to start.&nbsp; After they are registered make some test calls as this will give you an idea if things are working correctly.
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=== <u>Access Control List</u> ===
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**Can each phone call the other?
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After setting the Localnet, configure the Access Control List (ACL) under System => Access Control => Access Control List. Click the 'Load Recommended Defaults' button to configure the basic ACL services (SIP, Call Manager, Local Manager, and TFTP) for devices within the Localnet to communicate with the PBX. If using a SIP provider, add <SIPTrunkIP>/32 as a rule to the SIP service in the ACL. For remote phones with static IP addresses, add them as well. If remote phones have non-static IP addresses, delete the entire SIP ACL Service and enable 'Log Watch & Ban'.
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**Is there two way audio?
 
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**Are there any issues with call quality?
 
  
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&nbsp;'''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.&nbsp; Often times a 3<sup>rd</sup> 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.&nbsp; 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.
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=== <u>Registering Extensions</u> ===
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Start by registering two extensions and make test calls to ensure everything is functioning correctly. Verify if each phone can call the other, if there is two-way audio, and if there are any issues with call quality.
  
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**Softphone – An easy way to test would be to have a SIP softphone on your cell.&nbsp; Register this as a WAN extension to the PBX and test.
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=== <u>Testing Remote SIP</u> ===
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**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.
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If the site plans to use remote phones or SIP trunks, install a remote phone to test if the router is handling NAT correctly. It's recommended to identify any issues at the beginning of the installation to allow time for router adjustments if necessary.
  
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&nbsp;'''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.&nbsp; Waiting until the end to configure the trunks may extend the time taken to cut-over.
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=== <u>Testing with Softphones and Hardware Phones</u> ===
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Use a SIP softphone on a cell phone to test WAN extension registration to the PBX. Also, have other employees register physical SIP phones to WAN extensions on the PBX and test.
  
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**Add only one DID at this time to ensure the provider is sending the right number of digits.
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=== <u>Configuring Trunks</u> ===
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Configure and test trunks early in the installation process. This allows the provider time to resolve any possible issues while you work on the rest of the installation. Add only one DID at this time to ensure the provider is sending the correct number of digits.
  
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&nbsp;'''Test –''' We cannot stress enough how important it is to test your basic install before implementing everything.&nbsp; With a few local extensions, remote extensions, and trunks built you can get a good idea how everything is working.
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=== <u>Thorough Testing</u> ===
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Thoroughly test the installation by setting up local extensions, remote extensions, and trunks. Ensure LAN phones can make and receive calls, DTMF works correctly, remote phones can make and receive calls, and trunks function properly. Verify there is two-way audio for LAN phones, WAN phones, and trunks, and check if DIDs are routing correctly.
  
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**Can the LAN phones make and receive calls?
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=== <u>Complete Configuration</u> ===
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**Does DTMF work?
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After the basic installation has been tested and is functioning correctly, register the remaining phones to the PBX, add and configure the remaining DIDs, and thoroughly test the complete functionality. Check if Ring Group calls function as desired and if Menus route callers to the intended destinations.
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**Can Remote Phones make and receive calls?
 
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**Can you make and receive calls via the Trunks?
 
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**Two way audio for LAN phones, WAN phones, and Trunks?
 
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**Are DIDs routing correctly?
 
  
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*'''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.
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=== <u>Training</u> ===
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**Do Ring Group calls function as desired?
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Once the system is installed and functioning as expected, begin training the end users. Many features will work similarly to their old system, but there may be new things to learn. Ensuring that end users are familiar with their phones and the PBX will result in satisfied customers.
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**Do the Menus route the callers to the desired destinations?
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== IPitomy Cloud PBX ==
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IPitomy Cloud PBX Process Review Proper preparation is essential before initiating the setup of IPitomy's Cloud PBX solution. This includes creating a blueprint of the entire network setup, including SIP Firewall & Routers, user extensions, and phone types which ensures an efficient and smooth installation process.
 +
 
 +
=== <u>Pre-Installation Steps</u> ===
 +
Effective preparation is crucial to the successful implementation of a Cloud PBX solution. Completing the IPitomy Setup Worksheet, which includes important contact details for the ISP, IT Department, and Trunk Providers, is an essential first step. Pre-configuring extensions, groups, menus, schedules, etc., as much as possible before the implementation starts can significantly reduce the time required during the actual setup.
 +
 
 +
=== <u>Cloud Configuration</u> ===
 +
Once the pre-installation steps are complete, configure the Cloud PBX to match the necessary specifications and requirements. This step includes setting up and disabling the appropriate firewall settings to ensure secure SIP communications, configuring necessary port forwarding rules if required, and preparing the system for integration with the network. If an ACL (Access Control List) is being implemented make sure to whitelist the approved IP addresses on your IPitomy Cloud PBX.
 +
 
 +
===<u>Access Control List</u>===
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Only enable an ACL Policy when static IP addresses are in use! Configure the Access Control List (ACL) under System => Access Control => Access Control List. New Services may use an allow or deny list, giving you the ability to control what IP addresses can and or cannot communicate with your system.
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=== <u>Web Interface Access</u> ===
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Access the IPitomy Cloud PBX interface via the provided URL. Once logged in, navigate through the system settings to configure the network settings, SIP trunk parameters, user extensions, and other necessary details as per the initial network blueprint.
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=== <u>Extension Setup</u> ===
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Set up the required extensions for users on the Cloud PBX system. This includes assigning extension numbers, setting up voicemail, configuring call forwarding rules if necessary, and providing the required credentials to the users for setting up their phones or softphones.
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 +
=== <u>Remote SIP Testing</u> ===
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If the setup includes additional remote phones test them to ensure their router is handling Network Address Translation (NAT) correctly. It's essential to detect any potential issues early in the installation to allow time for necessary adjustments. If you are deploying remote phones at multiple locations you should always test and add an additional E911 end point for each location.
 +
 
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=== <u>Softphone and Hardware Phone Testing</u> ===
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Use a SIP softphone on a mobile device to test the registration of extensions to the Cloud PBX. Also, when deploying remote phones have employees register their physical or soft SIP phones to extensions on the Cloud PBX and conduct tests to ensure they work properly.
 +
 
 +
=== <u>Comprehensive Testing</u> ===
 +
Thoroughly test the system by setting up local extensions, remote extensions, and trunks. Confirm that all phones can make and receive calls, that DTMF is functioning correctly, and that all trunks are operating as they should. Check that there is two-way audio on all phones and that DIDs are routing correctly.
 +
 
 +
=== <u>Final Configuration</u> ===
 +
After all tests confirm that the basic setup is functioning correctly, finalize the Cloud PBX configuration. This includes adding and configuring any remaining DIDs, setting up any additional features like call queues or IVRs, and testing the complete system to ensure everything is working as expected.
 +
 
 +
=== <u>User Training</u> ===
 +
Once the Cloud PBX system is fully set up and functional, begin training the end users. While many features may be similar to their previous system, there will likely be new features and functions to learn. Ensuring that end users are comfortable with their phones and the new PBX system will result in satisfied customers.
  
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*'''Training –''' Once the system is installed and working as expected, the task of training the end user begins.&nbsp; While many of the features work exactly like their old system did, there are a number of new things to learn.&nbsp; Ensuring the end user is up to speed on how to use their phones and PBX will result in a happier customer.
 
 
[[Category:Training]]
 
[[Category:Training]]

Latest revision as of 16:03, 24 July 2023

IPitomy PBX (On Premise)

Process Review

Preparation is critical before heading on-site to install a PBX, whether it's for an IPitomy cloud or on-premise solution. Thorough preparation reduces stress and ensures a smoother, more efficient installation process. This involves installing and testing a basic setup of the major components to ensure everything functions as expected.

Pre-Installation Steps

Thorough preparation is a key component of a successful installation. Complete the Site Survey and IPitomy Setup Worksheet, including contact information for key parties such as the ISP, IT Department, and Trunk Providers. If possible, set up as much as you can in the PBX before arriving on-site. Although it's not advisable to register the phones at this stage (since the IP address of the PBX may change), pre-configuring extensions, groups, menus, schedules, etc. reduces the time spent on-site during installation.

Matching the LAN

The first step of the installation process is configuring the PBX IP addresses to communicate on the network. If the network subnet is not 192.168.1.x, adjust the PBX to match the subnet of the LAN. There are two ways to configure the PBX IP address. After setting it up, it is recommended to reboot the PBX.

Using a Keyboard and Monitor

Connect a keyboard and monitor to the PBX and press ALT-F7. This will bring you to a screen that allows you to set the Static IP, Subnet Mask, Gateway, and DNS. Once all the values are set, select 'S' to save.

PC and Simple Network Setup

By default, you can access the PBX via 192.168.1.249/ippbx. Connect your PC and the PBX to a simple network, with only a switch between the two devices. Set your PC statically to 192.168.1.50 and log into the default IP address of the PBX. Once logged in, navigate to System => Networking and configure the Static IP, Subnet Mask, Gateway, and DNS.

Connecting to the Network

After configuring the correct IP addresses on the PBX, connect it to the customer network. Connect the PBX to the switch that will host the majority of the phones and avoid connecting it to the customer's router to prevent potential traffic bottlenecks.

SIP Localnet and External IP

Ensure the Localnet is properly configured under PBX Setup => SIP. The Localnet should match the LAN to allow phones to communicate with the PBX. The Localnet follows the pattern xxx.yyy.zzz.0, where x, y, and z match the PBX IP address, and the last octet is always zero. The subnet mask for the Localnet is typically 255.255.255.0. If remote SIP (Provider or Phones) is involved, enter the site's public IP address in the External IP field.

Access Control List

After setting the Localnet, configure the Access Control List (ACL) under System => Access Control => Access Control List. Click the 'Load Recommended Defaults' button to configure the basic ACL services (SIP, Call Manager, Local Manager, and TFTP) for devices within the Localnet to communicate with the PBX. If using a SIP provider, add <SIPTrunkIP>/32 as a rule to the SIP service in the ACL. For remote phones with static IP addresses, add them as well. If remote phones have non-static IP addresses, delete the entire SIP ACL Service and enable 'Log Watch & Ban'.

Registering Extensions

Start by registering two extensions and make test calls to ensure everything is functioning correctly. Verify if each phone can call the other, if there is two-way audio, and if there are any issues with call quality.

Testing Remote SIP

If the site plans to use remote phones or SIP trunks, install a remote phone to test if the router is handling NAT correctly. It's recommended to identify any issues at the beginning of the installation to allow time for router adjustments if necessary.

Testing with Softphones and Hardware Phones

Use a SIP softphone on a cell phone to test WAN extension registration to the PBX. Also, have other employees register physical SIP phones to WAN extensions on the PBX and test.

Configuring Trunks

Configure and test trunks early in the installation process. This allows the provider time to resolve any possible issues while you work on the rest of the installation. Add only one DID at this time to ensure the provider is sending the correct number of digits.

Thorough Testing

Thoroughly test the installation by setting up local extensions, remote extensions, and trunks. Ensure LAN phones can make and receive calls, DTMF works correctly, remote phones can make and receive calls, and trunks function properly. Verify there is two-way audio for LAN phones, WAN phones, and trunks, and check if DIDs are routing correctly.

Complete Configuration

After the basic installation has been tested and is functioning correctly, register the remaining phones to the PBX, add and configure the remaining DIDs, and thoroughly test the complete functionality. Check if Ring Group calls function as desired and if Menus route callers to the intended destinations.

Training

Once the system is installed and functioning as expected, begin training the end users. Many features will work similarly to their old system, but there may be new things to learn. Ensuring that end users are familiar with their phones and the PBX will result in satisfied customers.

IPitomy Cloud PBX

IPitomy Cloud PBX Process Review Proper preparation is essential before initiating the setup of IPitomy's Cloud PBX solution. This includes creating a blueprint of the entire network setup, including SIP Firewall & Routers, user extensions, and phone types which ensures an efficient and smooth installation process.

Pre-Installation Steps

Effective preparation is crucial to the successful implementation of a Cloud PBX solution. Completing the IPitomy Setup Worksheet, which includes important contact details for the ISP, IT Department, and Trunk Providers, is an essential first step. Pre-configuring extensions, groups, menus, schedules, etc., as much as possible before the implementation starts can significantly reduce the time required during the actual setup.

Cloud Configuration

Once the pre-installation steps are complete, configure the Cloud PBX to match the necessary specifications and requirements. This step includes setting up and disabling the appropriate firewall settings to ensure secure SIP communications, configuring necessary port forwarding rules if required, and preparing the system for integration with the network. If an ACL (Access Control List) is being implemented make sure to whitelist the approved IP addresses on your IPitomy Cloud PBX.

Access Control List

Only enable an ACL Policy when static IP addresses are in use! Configure the Access Control List (ACL) under System => Access Control => Access Control List. New Services may use an allow or deny list, giving you the ability to control what IP addresses can and or cannot communicate with your system.

Web Interface Access

Access the IPitomy Cloud PBX interface via the provided URL. Once logged in, navigate through the system settings to configure the network settings, SIP trunk parameters, user extensions, and other necessary details as per the initial network blueprint.

Extension Setup

Set up the required extensions for users on the Cloud PBX system. This includes assigning extension numbers, setting up voicemail, configuring call forwarding rules if necessary, and providing the required credentials to the users for setting up their phones or softphones.

Remote SIP Testing

If the setup includes additional remote phones test them to ensure their router is handling Network Address Translation (NAT) correctly. It's essential to detect any potential issues early in the installation to allow time for necessary adjustments. If you are deploying remote phones at multiple locations you should always test and add an additional E911 end point for each location.

Softphone and Hardware Phone Testing

Use a SIP softphone on a mobile device to test the registration of extensions to the Cloud PBX. Also, when deploying remote phones have employees register their physical or soft SIP phones to extensions on the Cloud PBX and conduct tests to ensure they work properly.

Comprehensive Testing

Thoroughly test the system by setting up local extensions, remote extensions, and trunks. Confirm that all phones can make and receive calls, that DTMF is functioning correctly, and that all trunks are operating as they should. Check that there is two-way audio on all phones and that DIDs are routing correctly.

Final Configuration

After all tests confirm that the basic setup is functioning correctly, finalize the Cloud PBX configuration. This includes adding and configuring any remaining DIDs, setting up any additional features like call queues or IVRs, and testing the complete system to ensure everything is working as expected.

User Training

Once the Cloud PBX system is fully set up and functional, begin training the end users. While many features may be similar to their previous system, there will likely be new features and functions to learn. Ensuring that end users are comfortable with their phones and the new PBX system will result in satisfied customers.

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