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1 Chapter 1 - Introduction Overview The CudaTel Communications Server is an integrated hardware and software solution that is a simple, affordable, and feature-rich telephone system. The system has no per-user license fee and supports a virtually unlimited number of users. Advanced models support hundreds of concurrent calls. The system can be pure VoIP (Voice over Internet Protocol) or it can blend VoIP with traditional phone service, such as analog phone lines and PRI circuits. This guide provides concepts and general guidance the administrator needs to understand how to best configure the CudaTel Communications Server according to the organization s deployment needs, policies and telephony infrastructure. When referring to specific feature settings, the guide will specify the name of the page in the Web UI in uppercase letters, followed by a right arrow ( > ) and the actual section name. For example, you can view system performance statistics on the SYSTEM DASHBOARD > Performance page. SYSTEM DASHBOARD is the name of the page and Performance is the name of the section on that page. CudaTel Communications Server Features Using the Web-based administration interface (UI), you can completely configure your phone system and perform administrative functions. All models of CudaTel Communications Server include these features: Unlimited extensions, telephones, and users LDAP synchronization Local users, groups, and policies Group calling Follow-me SIP telephones, including soft-phones SIP providers Analog phone lines (model 270B) PRI circuits (models 370B, 470B, 670B) Trunk groups Inbound call queues Multi-party conferences Automated attendants (IVR) List-based and rule-based call routing Call Monitoring, recording, and bridging Automatic provisioning of telephone sets CudaTel Communications Server Models Model 270 Model 370 Model 470 Model 670 Capacity Concurrent Call Support Conferences User Support Unlimited Unlimited Unlimited Unlimited Voic Storage 50 GB 50 GB 200 GB 200 GB Hardware Rackmount Chassis 1U Mini 1U Mini 1U Mini 1U Fullsize Dimensions (in) Dimensions (cm)

2 Weight (lbs./kg.) 12 lb/5.4kg 12 lb/5.4kg 12 lb/5.4kg 26 lb/11.8 kg Ethernet Gigabit AC Input Current (Amps) 1A 1.2A 1.4A 1.8A Solid State Boot Disk YES YES YES YES Echo Cancellation YES YES YES YES ECC Memory YES Redundant Disk Array (RAID) YES Optional Phone Line (TDM) Hardware 4 Analog (FXO) Single T1/PRI Dual T1/PRI Quad T1/PRI Features Call Conferencing YES YES YES YES Voic YES YES YES YES Voic Integration YES YES YES YES Automated Attendant (IVR) YES YES YES YES SIP Voice/Video Client Support YES YES YES YES SIP Provider Support YES YES YES YES High-Definition Audio YES YES YES YES Windows Active Directory Integration YES YES YES YES LDAP Support/User Import YES YES YES YES Call Recording YES YES YES YES Performance Monitoring YES YES YES YES Automated Phone Provisioning YES YES YES YES Customizable Branding YES

3 Chapter 2 - Getting Started Initial Setup Begin by unpacking your new CudaTel Communication Server unit. Consult the checklist and directions in this section for instructions on how to proceed. Unpacking checklist CudaTel Communcations Server Power cord Ethernet cable For model 270B, also included are two telephone Y-cables Required equipment for installation VGA monitor (recommended) PS/2 keyboard (recommended) 1U space in 19" rack or other suitable location Climate controlled environment A/C power Uninterruptible power supply (recommended) Physical installation of CudaTel Communications Server Secure the CudaTel Communication Server in a 19" rack or other suitable location Be careful not to block the cooling vents on the front and rear of the unit Connect a CAT5 or CAT6 patch cable to the LAN Ethernet port on the front of the unit Connect power, monitor, and keyboard Press power button Configure IP address and network settings Wait for system to fully boot up At the Administrative Console prompt login Username: admin Password: admin Use the TAB key to move and the ENTER key to select Configure the IP address, subnet mask, default gateway, and optional primary DNS and secondary DNS Save changes Configure corporate firewall Open up the following ports in your firewall: Port Direction TCP UDP Usage 22 In/Out Yes Yes 53 Out Yes Yes DNS 80 Out Yes No 123 In/Out No Yes NTP 5060 In/Out Yes Yes Remote Support* Firmware updates Standard SIP port

4 5065 In/Out Yes Yes Custom SIP port In/Out No Yes RTP Ports * Access via port 22 is required only if technical support is requested Before Configuring The PBX Once the CudaTel Communications Server is physically installed and on the network you may start setting up the features of the phone system. The next section is a brief telephony primer for IT staffers. Following that is a set of instructions to assist the IT personnel on getting their PBX configured correctly and ready for production. The chapters thereafter can be used as a reference for the UI. Telephony Primer The convergence of telephones and computers has put some IT staffers in a difficult position, namely, to act as the administrator of the company telephone system. Telephone service has been around since the late 19th Century, but until recently it has been an isolated industry. Over the past decades, telephony has inspired its own set of concepts and terminology - terms that may have little meaning even for the most experienced of IT administrators. The following pages contain a brief introduction to telephony and PBX concepts that will aid the IT staff in getting up to speed quickly. A telephone is simply a device that lets a user establish a voice connection to another person in the office, outside the office, or to a resource such as a voice messaging system. Some telephones can be connected directly to telephone lines from the phone company. These are called analog phones and they connect to POTS lines. (POTS stands for "Plain Old Telephone Service.") Home telephone lines are POTS lines. Other telephones are digital in nature and can only be connected to certain types of phone lines. A special kind of digital telephone is a VoIP phone. (VoIP stands for "Voice over Internet Protocol.") The CudaTel Communications Server supports VoIP phones from manufacturers such as Aastra, Cisco, Polycom, and Snom. A PBX is a telephone system, which is a kind of server for telephones. (PBX stands for "Private Branch exchange.") Other terms used for telephone system are key system, hybrid, and IP-PBX. There are technical differences between these types of telephone systems, however they all share a common function: they allow people to talk to each other using telephones. The telephones connected to a phone system can dial other telephones connected to the system. Usually a telephone system has one or more connections to the PSTN - the Public Switched Telephone Network. The PSTN is a network for connecting voice calls, just like the Internet is a network for connecting IP-enabled systems. Loosely speaking, public IP addresses on the Internet are analogous to telephone numbers. (While this analogy is imperfect, it certainly conveys the idea behind the PSTN to someone familiar with the Internet.) The CudaTel Communications Server is a unique type of IP-PBX. (An IP-PBX is an Internet Protocol-based telephone system.) Think of it as a server for your VoIP telephones. Like most servers, it has a range of configuration options. Many of these options relate to what users can do with their telephones as well as special features that go beyond what a traditional PBX usually offers. In order to take advantage of these features, and really to set up your system most effectively, it is important to understand those features. It is also important to be familiar with some concepts and terminology that are used in the CudaTel Communications Server. Those terms and concepts are detailed below. Phone. A phone refers to a physical telephone that sits on one's desk, or a soft-phone. A soft-phone is a software-based telephone that runs on a computer. An example of a soft-

5 phone is X-Lite from CounterPath Corp. Extension. An extension is quite simply an endpoint. It can be a physical telephone or a soft-phone but is not limited to these devices. Other resources (see below) can also be extensions, such as multi-user conferences, call queues, and automated attendants. Provisioning. Provisioning refers to the process of making the CudaTel Communications Server aware of a SIP hard phone. SIP hard phones have an option to be provisioned by a central server; the CudaTel Communications Server acts as that provisioning server and performs any necessary programming and firmware updates. When a phone gets provisioned it receives an extension number assignment from CudaTel Communications Server and initially appears in the list of unassigned phones. An unassigned phone is available to be assigned to a user. Extension Number. An extension number is what is actually dialed to reach an extension. In the CudaTel Communications Server, extensions and extension numbers are functionally equivalent. Primary Extension. Each telephone has a specific extension number that is the primary extension. The primary extension number is also the voic box number. If a telephone has more than one extension appearing on it, the primary extension is the "main" extension number for the telephone. External Number. An external number is a phone number supplied to you buy a telephone service provider or TSP. In the CudaTel Communications Server, external numbers alway refer to phone numbers that people outside of your organization will dial to reach your users. Line. Lines can be a confusing concept because they are different from, but closely related to, extensions. A line is quite simply the representation of an extension. Physical telephones generally have one or more buttons that each correspond to a line. For example, a Polycom SoundPoint IP telephone has two line buttons (or line keys), that are by default labeled "Line 1" and "Line 2." Line 1 is always the primary extension assigned to the telephone, regardless of how many line keys the phone may have. The other line keys, though, can be assigned to other telephones' primary extensions. These are called shared lines. Thus, "Line 2" on your phone could be an extension of someone else in your office. Some phones support BLF (BLF stands for "Busy Lamp Field") which means that the light on the button will turn on when that person's phone is in use. Power Over Ethernet. Power Over Ethernet (POE) is a feature of newer network switches that allows VoIP phones to be powered over the LAN cabling instead of using a plug-in wall adapter. Both the switch and the VoIP phone must support this feature for it to be used. (Most modern VoIP phones support POE, however older models sometimes do not.) Queue. A queue is a logical means of keeping callers on hold but in a particular order. It is identical to a traditional queue, such as at the bank, where patrons wait in line for the next available teller. While a caller is in the queue, he is on hold and can hear music and other announcements, which are customizable in the CudaTel Communications Server. Queue Agent. A queue agent is a telephone system user whose function is to answer calls that are in queue. Agents can generally belong to more than one queue. For example, a bilingual agent could belong to two different queues, one for each language he or she speaks. The agent will receive calls from both queues.

6 Agent Access Extension. An agent access extension is an extension on the system that a CudaTel Communications Server user may call in order to answer the next call in a queue. Each queue on the system can have one or more agent access extensions. Any user with permission to call the agent access extension number may dial and answer a call in queue, even if the user is not an agent for that queue. Each call to the agent access extension will answer just a single call in queue. Conference. A conference (or a multi-party conference) is an extension on the phone system that allows more than two callers to speak simultaneously. A conference may be secured with a PIN so that only those who know the PIN may enter the conference. It is common for conference participants to mute their phones when they are not speaking so that background noise does not disrupt the conference. Automated Attendant. An automated attendant (or AA) is a menu-based call routing system. It is a form of Interactive Voice Response, or IVR. An automated attendant can answer calls and route callers. The AA will play a recorded greeting to the caller and offer him or her choices in the form of a menu. The caller dials a digit in response, and the AA routes the caller accordingly. An automated attendant may optionally allow the caller to dial a CudaTel Communications Server user's extension number and immediately transfer the caller to that extension. List-Based Router. A list-based router is similar to an automated attendant, however it is non-interactive, meaning that the caller does not choose the actions performed. Instead, the router has a list of actions to perform for the caller. Usually the actions are playing recorded prompts and transferring the caller to another extension. Rule-Based Router. A rule-based router is similar to a list-based router in that it is noninteractive. However, it routes the caller based upon factors such as time of day, day of week, and specific date (i.e. special routing for holidays). An example of a rule-based router is to route calls based upon a business being open or closed. During business hours the router will send callers to an automated attendant or a live operator's extension, but after hours it will send the callers to a different automated attendant that greets callers with an "after hours" recording. Call Detail Record. A call detail record (or CDR) is a set of data fields that gets recorded for each call made or received by the phone system. Typically, all CDR's will have certain fields such as call start and end times, dialed phone number, etc. In the CudaTel Communications Server, CDRs can be exported in CSV format for importing into a spreadsheet for more detailed analysis. SIP. SIP stands for Session Initiation Protocol. It is a protocol similar to HTTP. It allows for the creation of media streams. In the CudaTel Communications Server a media stream is usually a voice call, but can also be a video call. Media streams usually conform to the RTP or Realtime Transport Protocol. SIP and RTP are well-documented protocols that can be studied further if you so desire. ISDN. ISDN, or Interactive Systems Digital Network is a type of telephone service supplied by a traditional telephone company. PRI. PRI stands for Primary Rate Interface ISDN. In many countries, large enterprises have one or more PRI circuits to carry their voice traffic. In the United States and Canada, a PRI circuit can handle 23 calls simultaneously. In Europe and Mexico, PRI circuits can carry 30 simultaneous calls.

7 Analog Port. An analog port on the CudaTel Communications Server is where a standard telephone line connects to the system. It uses a standard 4-conductor RJ14 jack. Digital Port. A digital port is where a PRI circuit connect to the system. It uses a standard 8-conductor RJ45 jack. Trunk Group. A trunk group is simply a logical group of phone lines. Both analog and digital lines can be put into a trunk group. Trunk groups are used for routing calls. An example: you have four analog phone lines in your CudaTel Communications Server. When a user on your system dials an outside phone number, the system will choose an available line from the trunk group. This prevents users from having to know which phone lines are available or are in use. Digital trunks can also be grouped together to create very large pools of phone lines. This is common in a call center environment or other enterprises where there is heavy telephone traffic. Service Provider. In the CudaTel Communications Server, a service provider is an external entity that supplies voice connection services. It is analogous to an ISP or Internet Service Provider. VoIP Providers supply a SIP account that allows the CudaTel Communications Server to send and receive VoIP calls on the PSTN. Traditional telephone service providers are telephone companies, or telco. These provide tradition PSTN connections such as analog phone lines or PRI circuits. Provider Account. A VoIP provider will supply you with an account. The account has details such as user, password, host address, host port, realm, etc. These details are necessary to have when setting up a VoIP provider in the CudaTel Communications Server. Number Route. Number routes are a means of routing inbound or outbound calls based upon the digits that are dialed. Number routes are created by using Regular Expressions. (See Appendix A for more information on Regular Expressions.) Number routes can be very specific patterns or very general patterns. An example of a specific pattern is "911". If a CudaTel Communications Server user dials the exact series of digits, 9 1 1, then this pattern is matched. (In the CudaTel Communications Server this is a predefined pattern called "emergency.") A more general pattern is something like "any seven digits" or "any ten digits" dialed. By using number routes, the system can be configured to allow or restrict certain groups of users from dialing certain patterns. Additionally, certain number routes can be assigned to specific service providers, for example domestic dialing could go to one provider and international to another. Music On Hold. Music on hold (MOH) is a feature that allows callers who are in queue or on hold to hear music or other recorded announcements. The CudaTel Communications Server allows you to have unlimited MOH schemes. Related to MOH is the Sound Prompts feature. You can define sound categories and upload pre-recorded sound files to your CudaTel Communications Server system. Using MOH and sound prompts it is possible to create sophisticated and caller-friendly audio prompts. Basic PBX Configuration Once the corporate network is properly configured (see Initial Setup earlier in this chapter) then PBX configuration can begin in earnest. The basic steps are: * Gather user information * Identify physical telephones to setup * Configure users and phones * Configure features like automated attendants, queues, MOH, and conferences * Configure telephone service providers

8 Users And Telephones Gather a list of users and phones to configure. If you are using Active Directory sync then you only need a list of phones. (See Active Directory/LDAP in Chapter 8 for more information.) One other feature to keep in mind is autoprovisioning. The autoprovision feature allows the CudaTel Communications Server to detect and automatically provision any SIP telephone that is plugged in to the LAN. The only drawback to this feature is that it attempts to provision every telephone that it detects on the network, so it should not be used if you have an existing VoIP system in production on your LAN. If you are doing a "clean" install then the autoprovision feature will speed the process. (See Settings - Automatic Provisioning in Chapter 8 for more information.) If autoprovisioning is not used then you will need to manually set each phone to look for the CudaTel Communications Server to get its provisioning information. Once you've gathered your information about users and phones you can begin creating the users in the system and provisioning your telephones. The basic steps are as follows: * Connect telephone to network * Manually configure phone to get provisioning information from CudaTel Communications Server * Add new user in admin UI * Assign phone to user Repeat the steps for each phone and user. (See Chapter 4 for detailed information on adding users and provisioning telephones.) After each user is created and has a phone assigned, he or she can then set up voic by dialing *98 and following the voice prompts. At this point you can begin configuring queues, conferences, and automated attendants. (You can create these first if you wish, but it is easier to configure and test these features if you have at least a few users and telephones configured.) Lastly, configure your telephone service provider connections. In some cases you may need to do this after business hours, such as when migrating from a PBX that you are replacing. (See Chapter 6 for more information on managing service providers and telephone company connections.)

9 Chapter 3 - System Dashboard Introduction Like all servers on your network, the CudaTel Communications Server requires some means of monitoring activity and status. The System Dashboard provides a simple yet elegant way of quickly seeing what is happening with your telephone system. The dashboard's features are described in this chapter. Updates and Support This section provides important information on the status of your energize updates, firmware revision, and support information: System - System model and serial number Firmware - System firmware revision number Energize Updates - Energize update status, expiration information Instant Replacement - Instant replacement service status, expiration information Premium Support - Premium support status, expiration information Phone Status This section displays basic information about the telephones and extensions on the system: Configured phones - Total number of telephones that have been provisioned to this system Assigned to users - Number of provisioned phones that are assigned to users Unassigned phones - Number of provisioned phones not currently assigned to a user Phones on-line - Number of telephones that are on-line and connected to the system (includes phones that are idle and in use) Available Extensions - Number of extension numbers available to be assigned to phones, users, etc. (Extension number ranges are configured in System Configuration > Extensions tab) System Performance This section displays important information about system performance: Firmware Storage - Amount of storage space available for firmware Voice Mail Storage - Amount of storage space available for voice mail messages CPU Load - Load percentage on CPU CPU Temp - Temperature of the CPU System Temp - Temperature inside the system's case CPU Fan - Speed of CPU fan

10 System Fan - Speed of system fan Telephone Service Providers This section displays the status of external connections from telephone providers. If no providers are configure then there will be a clickable link that takes you to the Telephone Service Providers page. Information is available for each provider listed: Status Displays "Active" or "Inactive" to reflect the status of the service provider Name Provider's name as displayed in various UI pages Direction Indicates whether the connection is for inbound calls, outbound calls, or both. Voic Statistics This section gives statistics on voic messages and storage. Read - Number of read voic messages and storage time in minutes and seconds Saved - Number of saved voic messages and storage time in minutes and seconds Unread - Number of unread voic messages and storage time in minutes and seconds Total - Total number of voic messages and storage time in hours, minutes, and seconds Active Call Information This section shows information on all calls that are currently in progress and up to the last five completed calls. Direction - Call direction (inbound or outbound) Caller Name - Name of calling party Caller Number - Caller ID number (or extension number) of calling party Destination Name - Name of called party Destination Number - Destination phone number (i.e. dialed phone number) of the called party Network and Call Statistics This section provides graphs for monitoring network activity over the last hour. Sessions - Number of sessions, that is, number of call legs (a normal call has two call legs: the caller and the called party) LAN Interface - LAN interface traffic (in and out)

11 WAN Interface - WAN interface traffic (in and out)

12 Chapter 4 - Managing Telephones and Users Introduction The CudaTel Communications Server functions like many servers in that it serves the needs of users. Users can belong to groups, their conversations can optionally be recorded, and they can have contact information assigned to their user accounts. Administration of users and groups is therefore very important. Closely related to users are telephones and extensions. Each user has one or more telephones, and each telephone has a primary extension number and the potential to have other line appearances. All of these are managed from the People, Groups, and Phones page on the admin UI. Adding Phones Connecting SIP phones to your CudaTel Communications Server is very simple. After powering up a phone and connecting it to the LAN, provisioning has two steps: specify the provisioning server in the phone's configuration, and reboot the phone. The CudaTel Communications Server is the provisioning server. Each manufacturer has a different procedure for specifying the provisioning server. Instructions for Cisco, Polycom, and Snom phones are presented in this chapter. A note regarding the provisioning of a phone: when a phone receives its provisioning from the CudaTel Communications Server it is assigned a temporary extension number. You can see this by going to the People, Groups, and Phones page, then click the drop-down selector and choose Unassigned Phones. All of the phones listed on this page are provisioned (that is, the CudaTel Communications Server is aware of them) but they have not been assigned to a user yet. Figure 4.1: A list of unassigned telephones that are ready to be assigned to users. The list shows the temporary extension number, manufacturer, and MAC address of each unassigned phone.

13 When provisioning a brand new phone it is recommended that you plug it in to the LAN and let it boot up completely before you start configuring it. POLYCOM PHONES Polycom phones are best configured via the phone itself Boot (or reboot) the phone. Press the Setup button before the countdown finishes Password: Dial 456 Scroll down to Server Menu and press select Change Server Type to HTTP Change Server Address to where x.x.x.x is the IP address of the CudaTel Communications Server Press Exit repeatedly until the Exit Option menu appears. Select Save & Reboot and let the phone reboot The phone will reboot several times and display various messages about updating BootROM, formatting file system, etc. Wait until the phone finishes updating before assigning it to a user Total boot cycle can take 5-10 minutes (Newly unboxed phones generally take longer to provision because CudaTel Communications Server will update the phone's firmware) To save time you can provision multiple phones simultaneously SNOM PHONES NOTE: Snom phones require a minimum firmware version see for more information Snom telephones have a simple Web server for configuring the phone. Point a Web browser to where x.x.x.x is the IP address of the Snom phone. The web interface will appear Click Advanced -> Update tab Click Update policy drop-down, select Update automatically Setting URL: x.x.x.x/provision/{mac}.xml (x.x.x.x = IP addr of CudaTel Communications Server) Click Save, Click Reboot NOTE: It is not uncommon for Snom phones to require several reboots. If you see a message in the display on the phone that says "Wrong firmware, press any key" then go ahead and press any digit on the keypad. Allow the phone to reboot a few times and it will eventually get the correct firmware. Total process takes about 5 minutes. CISCO PHONES For Cisco phones please download the latest technical bulletin for CudaTel and Cisco phone sets AASTRA PHONES Aastra phones have a simple Web server for configuring the phone. Point a Web browser to where x.x.x.x is the IP address of the Snom phone. The web interface will appear Log in and then click Configuration Server Select TFTP as server type Input the IP address of the CudaTel Communications Server as the server address Click Save and then click Restart Adding Users Users can be added manually from the People, Groups, and Phones page or via the

14 Active Directory Synchronization on the System Configuration page. Once users are added, whether manually or by Active Directory synchronization, you may update their configurations on the People, Groups, and Phones page. See Chapter 8 for more information on using the Active Directory Synchronization feature. To add a user: Click Add New... and select Person (new window appears) Enter values for first name, last name, and PIN Select a group for this user (optional; can also add groups later) Choose a method for assigning an extension by clicking the drop down and selecting one of the following: Select by choosing a phone: Select a phone from the list NOTE: The temporary extension number from the telephone will become the new user's primary extension number. Select an extension for the person: First free extension Single extension (manually select extension number) Block extension (manually select range of extension numbers) Click Add Editing Existing Users Click the People, Groups, and Phones icon Click the person's name in the list To delete the extension: click the gray X icon To rename the extension: click the pencil (edit) icon To change the call recording policy: click the red record button icon To change the extension number: click the 1>2 (change extension) icon Assigning Phones to Users Figure 4.2: Editing A User

15 Existing users can have one or more telephones assigned. In most cases having a single telephone assigned to a person is sufficient. To add a phone to an existing user: Click the People, Groups, and Phones icon Click the person's name in the list Locate the Extensions section (The first extension listed is the primary extension) Click the Add a Phone button (new window appears) Select a phone from the list by clicking the radio button Click Add Phone The phone will reboot and is immediately assigned to this person Figure 4.3: Assigning A Phone To A User To add an extension or external DID to an existing user: Click the People, Groups, and Phones icon Click the person's name in the list Locate the Extensions section (The first extension listed is the primary extension) Under Add Extension click the drop-down list Select one of the following: Next Free Extension - Automatically choose the lowest extension number that has not yet been used Single Extension - Manually key in the extension number for this person Block Extension - Choose an extension number range for this person External Number - Choose an external DID phone number that will ring to this user's phone Click Apply NOTE: When a DID is assigned to a user's extension, outbound calls from that extension will use the DID number as the Caller ID information that is sent to the called part. This behavior can be overridden in the telephone service provider setup. See Chapter 6 for more details. Adding A Soft Phone Adding a soft phone in the CudaTel Communications Server is very simple. The CudaTel Communications Server will automatically create an authorization username and password for your soft phone. Simply copy and paste those values into the appropriate fields in your

16 soft phone configuration. To add a soft phone to an existing user: Click the People, Groups, and Phones icon Click the person's name in the list Locate the Extensions section (The first extension listed is the primary extension) Click the Add a Phone button (new window appears) Click the radio button next to Generic SIP Device Click Add Phone Once the phone is added it will be display in the user's list of phones Click the phone icon (new menu appears) and then click Edit Phone Click the extension for Line 1. In figure 4.4 this would be displayed as x1004: Figure 4.4: Details For A SIP Soft Phone (Generic SIP Device) Scroll down to see the registrations credentials for this SIP phone Adding Groups A group is a convenient way to allow a call to ring multiple telephones simultaneously. Add users to a group and assign an extension number to the group. When the group's extension number is dialed, all phones belonging to each user in the group will ring. On the People, Groups, and Phones page, click the filter drop-down and choose Groups to see which groups are already defined. To add a group: Click the People, Groups, and Phones icon Click Add New... and select Group Enter the name for the group Select the extension number for the group Click Add

17 The new group will now appear in the list To add or remove a person from a group: Click the People, Groups, and Phones icon Click the person's name in the list Locate the Groups section The system will list any groups that this person already belongs to To remove a person from a group: Click the gray X icon next to the group name (user is immediately removed) To add a person to a group: Click the drop-down list and select a group name Click Join Group (user is immediately added) Adding Contact Information CudaTel Communications Server allows you to add optional contact information to each user. To add a contact number: Click the People, Groups, and Phones icon Click the person's name in the list Locate the Contact Information section The system will list any contact information that this person already has Click Edit Contact Information Click the drop-down to select the contact information field you wish to modify Enter the contact information in the box Click Add Voice Mail Settings Change the user's PIN by selecting and verifying the four-digit number Enable voice mail to by selecting an address from the drop-down list NOTE: You must have at least one address defined in the contact information Recording Policy The CudaTel Communications Server can record all phone calls to or from this user. Recorded calls are retrieved from the CDR page. (See Chapter 7.) Check Record calls and enter in the number of days for which to save this user's recordings Click Apply Policy to save changes

18 Chapter 5 - Features: Queues, Parking, Conferences, and Automated Attendants Introduction The CudaTel Communications Server supports many features that are traditionally only associated with larger PBX installations. Among these are queues, call parking, multi-user conferences, and automated attendants. The queues feature allows you to add automatic call distribution (ACD) style routing for incoming calls. Call parking is a PBX Multi-user conferences allow many persons to share a voice connection in an audio conference room. Automated attendants give you access to advanced call routing features, such as routing based on time/date and caller ID. Queues The queue system in CudaTel Communications Server is a simple first-in, first-out (FIFO) queuing system. Callers transferred into an inbound call queue will be answered in the order they went in. Callers hear music on hold (MOH) while they are in queue. Also, optional break-in announcements can be assigned to the queue. These announcements play at specified intervals. The MOH will will be interrupted by one or more recorded announcements. This allows you to create user-friendly queues with helpful messages to play to the callers. To add a new queue: Click the Inbound Call Queues icon Click Add New Queue (New window appears) Enter a name for the queue Click the Music On Hold drop-down and select a MOH scheme Select an extension number for the queue Click Add Now that the queue has been created you can add/remove agents and assign break-in announcements. To modify a queue: Click the queue name in the list of queues (new view appears) To delete the queue: click the gray X icon To rename the queue: click the pencil (edit) icon To change the extension number: click the 1>2 (change extension) icon Edit the following attributes as desired: Agents Select agents by typing the name or extension number in the Add an Agent box

19 Music on Hold Modify the Music on hold scheme by clicking the drop-down and selecting a new scheme name Break-in Announcements Click the first drop-down to select a sound file category Click the second drop-down to select a specific file Click the Play button to listen to the selected file (optional) Click Add to add the file (repeat as needed - add as many sound files as required) Change the frequency of the announcements if desired (default is 15 seconds) Secondary Extensions Add or remove secondary extensions here Agent Access Extensions Add or remove agent access extensions here Figure 5.1: Editing A Queue Call Parking Extensions Call parking is the way a PBX system puts a call on hold in such a way that it can be retrieved from another location. In the CCS a call parking extension is always assigned as a block: The first extension in the block is an automatic parking extension. Transfer a call to this extension and the system will automatically park the call and then tell the user where to

20 retrieve the call. The middle extensions in the block are manual call parking locations. Transfer a call to an unoccupied parking extension to park it. Dial the extension number to retrieve it. The last extension in the block is an automatic retrieval extension. Calling this extension will automatically retrieve the first parked call in this call parking extension. To add a call parking extension: Click the Call Parking Extension icon Click Add New Parking Extension... Select the extension number range Select the music on hold to use for callers parked here Click Apply Figure 5.3: Editing a Call Parking Extension Multi-User Conferences The CudaTel Communications Server allows you to create predefined multi-user conferences. Conferences can be optionally locked with a PIN so that a caller may not enter a conference without first entering that conference's PIN. Conferences have music on hold (MOH) that is played if there is only one person in the conference. There is no limit to the number of conferences that you can define on the system. To add a new conference: Click the Multi-User Conferences icon Click Add New Conference... Enter a name for the conference Select an extension number for the conference Click the Music On Hold drop-down and select a MOH scheme Click Add To modify an existing conference:

21 Click the Multi-User Conferences icon Click the conference name in the list (new view appears) To delete the conference: click the gray X icon To rename the conference: click the pencil (edit) icon To change the conference PIN: click the key (change PIN) icon To change the extension number: click the 1>2 (change extension) icon Automated Attendants The CudaTel Communications Server allows you to route calls with three related features: automated attendants, list-based routers, and rule-based routers. Automated attendants are simple voice menus that allow a caller to make a select and be routed accordingly. The routers are non-interactive, meaning that the caller does not choose the routing. A listbased router is simply a list of steps to perform on a call. A rule-based router is a logic tree that allows a call to be routed to different destinations based on time of day, day of week, date, etc. In a rule-based router, conditions are tested in the order they are listed. The router will act on the first condition that is met. There is also a default destination extension to which the call will be transferred if no conditions are met. Using these elements together you can build elegant call answering systems that handle holidays, business hours, and the like. An automated attendant or a call router can transfer to any extension on the system, and extensions can be user telephones, queues, conferences, or other routers and automated attendants. To add an automated attendant: Click the Automated Attendants icon Click Add New... Click Automated Attendant (new window appears) Enter a name for the automated attendant Select an extension number for the automated attendant by clicking the drop-down Select files for the various greetings (see below for descriptions of each greeting type) Click Add to save the new automated attended Follow the steps to modify the new automated attendant To modify an existing automated attendant: Click the Automated Attendants icon Click the automated attendant's name in the list (new view appears) To delete the automated attendant: click the gray X icon To rename the automated attendant: click the pencil (edit) icon To change the extension number: click the 1>2 (change extension) icon

22 Modify the following as needed: Sound Files Click Configure Sound Files (new view appears) Figure 5.2: Configuring Sound Files For An Automated Attendant Modify these as needed: Greeting Sound - Sound file that plays the entire greeting, including menu options (required) Short Greeting Sound - Sound file that contains just the menu options, for example, when repeating the options to the caller (optional) Invalid Sound - Sound to play when caller presses invalid digit (optional) Exit Sound - Sound to play when exiting the menu (optional) Click Save to save the sound configuration or cancel to discard Use the play and stop buttons to listen to the sound file on your computer Keypad Entries Click on a digit on the keypad to modify the action for that keypress. For example, to change what happens when the caller presses the digit 5, click the 5 on the keypad. You will see "When The Caller Presses 5" in the display. Click the drop-down menu and select an action: Do nothing - this key is an invalid option Go to the top menu - Navigate back to the top of an autoattenant menu tree Go up one menu - Navigate back to the menu which sent the call to this menu Hang up - Disconnect the caller Transfer to Extension or Number - Transfer the call to an extension number (can be an extension, queue, conference, etc.) Go to another menu - Transfer to another menu. Select the target menu from the drop-down box Dialing an Extension Directly

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