Training:Process Review
Process Review
Preparation is critical before heading onsite to install a PBX, either for a cloud or on-premise IPitomy solution. It reduces stress and ensures a smoother, more efficient installation. This involves installing and testing a basic setup of the major components to make sure everything works as expected.
Pre-Install
Thorough preparation is a key component of a successful install. Your Site Survey and IPitomy Setup Worksheet should be completed, with the contact information for key parties like the ISP, IT Dept, Trunk Providers, etc. If possible, set up as much as you can in the PBX before heading onsite. While it's not advisable to register the phones just yet (since the IP address of the PBX may change), having your extensions, groups, menus, schedules, etc. pre-configured will reduce the time spent onsite during the installation.
Matching the LAN
The first step of your installation is configuring the PBX IP addresses to communicate on the network. If the network subnet isn't 192.168.1.x, you'll first need to adjust the PBX to communicate with the network. You can configure the PBX IP address to match the subnet of the LAN in two ways. After setting it up, it's recommended to reboot the PBX.
Keyboard and Monitor
With a keyboard and monitor connected, you can press ALT-F7. This will bring you to a screen that allows you to set your Static IP, Subnet Mask, Gateway, and DNS. Once all the values are set, 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, navigate to System => Networking and change to Static IP, Subnet Mask, Gateway, and DNS.
Connecting to the Network
Once the PBX is configured with the correct IP addresses, connect it to the customer network. Be sure to connect the PBX to the switch that will host the majority of the phones. Avoid connecting the PBX to their router as this could create an unnecessary traffic bottleneck that could lead to issues down the line.
SIP Localnet and External IP
The Localnet defines what network is considered to be Local in terms of SIP communication. This setting can be found under PBX Setup => SIP. If the Localnet doesn't match the LAN, the phones won't be able to communicate with the PBX. The Localnet follows the pattern xxx.yyy.zzz.0, with x, y, and z matching the PBX IP address, and the last octet always being zero. The subnet mask for the Localnet will typically be 255.255.255.0. If the install involves any remote SIP (Provider or Phones), it's also advised to enter the public IP address for the site in the External IP field at this time.
Access Control List
Once the Localnet is set, it's recommended to set the ACL. This can be found under System => Access Control => Access Control List. Click the 'Load Recommended Defaults' button. This will configure the basic ACL services (SIP, Call Manager, Local Manager, and TFTP) to allow devices within the Localnet to communicate with the PBX. If you are using a SIP provider, add <SIPTrunkIP>/32 as a rule to the SIP service in the ACL. If there will be remote phones with static IP addresses, add those as well. For remote phones on non-static IP addresses, delete the entire SIP ACL Service and enable 'Log Watch & Ban'.
Register Two Extensions
Start by registering two extensions. After they're registered, make some test calls. This will help determine if everything is 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, install a remote phone next to test if the router is handling NAT correctly. It's best to identify this at the start of the install instead of the end, as changes to the router might need to be made by a third party (like an IT Dept, Off-site IT, etc).
Softphone
One 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 prolong the cut-over time.
Add only one DID at this time to ensure the provider is sending the right number of digits.
Test
Thorough testing is vital. With a few local extensions, remote extensions, and trunks set up, you can get a good idea of 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? Is there 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 is 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 functioning as expected, the task of training the end user begins. Many features will work exactly like their old system did, but there will also be 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