Building Enterprise-Ready Telephony Systems with sipxecs 4.0

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1 Building Enterprise-Ready Telephony Systems with sipxecs 4.0 Leveraging open communications system source VoIP for a rock-solid Michael W. Picher - BIRMINGHAM MUMBAI

2 Preface 1 Chapter 1: Introduction to Telephony Concepts and sipxecs 7 Traditional phone system concepts 7 Telecommunications provider interface 8 Telephones on a traditional phone system 9 Voic systems 10 Call routing logic 11 Calling functions and features 11 Call hold 11 Call park orbits 11 Call pickup 12 Call transfer 12 Call forwarding 12 Speed dial 12 Direct Station Selection/Busy Lamp Field 12 Hunt groups 13 Automatic Call Distribution 13 Dial plans 13 Intercom 13 Paging 13 Conferencing 14 sipx Enterprise Communications System overview 14 TheiPBX 15 Gateways 16 Telephones 16 sipxecs features 16 Voic 16 Auto Attendant 17 Music on Hold 18 Call park orbits 18

3 Page groups Intercom Conference server Automatic call distribution Device management User management User self-service portal Time-based call forwarding Localization Internet calling and NAT traversal Call detail records Clustering Summary Chapter 2: System Planning and Equipment Selection System planning 29 Information gathering 29 Existing telecommunications connectivity 29 Demarcation point 31 Existing users and phones 31 Existing call flow 32 Existing auto attendants 35 Existing hunt groups 35 Existing ACD queues 37 Special considerations 38 Existing computer network 38 Equipment selection 40 Network equipment 41 Network switch connectivity 41 Quality of service 42 Virtual Local Area Network support 42 Powering the phones 44 Gigabit switches 45 Utilizing existing network equipment 45 Servers 45 Gateways 46 Analog gateways 46 Digital gateways 47 Phones 47 Hard phones 48 Softphones 49 Wireless phones 49 SIP firewalls 50 Uninterruptable power supplies 50 Plan the installation *n ["]

4 Extension planning 50 Users and phones 52 Define permissions for user groups 53 Call flow 54 Auto attendants 55 Hunt groups 56 ACD queues 57 Network planning 60 Physical network 60 Virtual network 60 Site preparations 61 Document additional network information 62 Summary 63 Chapter 3: Installing sipxecs 65 Complete cabling requirements 65 Complete network requirements 66 Installing sipxecs 67 High availability installation 77 Install and configure the distributed server 78 Verify DNS and DHCP operation 82 Single PBX testing 82 High availability PBX testing 86 Summary 87 Chapter 4: Configuring Users 89 Creating users 89 Extension pool 90 Internal extension length 91 Adding a user 93 Importing users 96 User groups 98 Advanced user configuration 102 Phantom users 110 Voic -only mailbox 110 Call routing phantom 110 Call routing phantom example 111 Summary 112 Chapter 5: Configuring Phones in sipxecs 113 Types of phones 113 Managed phones 114 Unmanaged phones 122 Phone groups 126

5 Table ofcontents. Phone firmware 130 Advanced phone configuration Multiple lines on a phone 132 Multiple phones for a user 133 Multiple line appearances on a phone 133 Summary 134 Chapter 6: Connecting to the World with sipxecs 135 Adding gateways 136 Managed gateways 136 PSTN Lines 139 Caller ID 140 Dial Plan 142 SIP 142 Voice Codecs 147 Proxy and Registration 148 DTMF& Dialing 150 Advanced Parameters 151 Supplementary Services 154 FXO 155 Network 157 Media 158 RTP/RTPC 160 Management 162 Unmanaged gateways 163 Add gateway 164 Caller ID 166 Dial Plan 168 SIP Trunks 168 Dial Plans 170 Voic dial rule 172 Custom dial rules 173 Long distance dial rules 175 Locat dial rules 176 Emergency dial rules 178 International dial rules 180 Attendant dial rules 181 Session Border Controllers 182 sipxecs Session Border Controller 183 Defining Session Border Controllers 185 Summary 187 Chapter 7: Configuring sipxecs Server Features 189 Auto Attendant 189 Auto Attendant example

6 Intercom 196 Paging Groups 197 Hunt Groups 200 Call Park Orbits 202 Music on Hold 204 Phonebooks 205 Summary 207 Chapter 8: Using sipxecs The User Perspective 209 The Telephone User Interface (TUI) 209 Transfer a call directly to voice mail 210 Directed call pickup 210 Parking a call 210 Picking up a parked call 211 Intercom 211 Paging groups 211 Conference room controls 211 ACD sign in and out 212 Using the sipxecs voic service 212 Voic messages menu structure 212 Voic options menu 214 Voic system administrator options 215 The user web portal 216 Voic 216 User information 218 Call forwarding 221 User speed dials 221 Call history 222 ACD presence 222 Phonebook 223 Phones 223 User training 224 Training materials 224 Classroom training 225 Summary 226 Chapter 9: Configuring Advanced sipxecs Features 227 Conference service 227 Utilizing DIDs 233 Phantom users 234 Live daytime attendant 234 Create new user account 234

7 Table of Cotitents Turn off voic 235 Set up the work day schedule 236 Set up call forwarding 236 Change gateway destination extension 237 Connecting two sipxecs servers 238 DNS resolution 238 Set up gateways 240 Configure custom dial plan entry 240 Summary 243 Chapter 10: Utilizing the sipxecs ACD Service 245 Enabling the ACD Service 246 Configuring the ACD Service 247 Create an ACD Queue 249 Configure lines for queues 255 Agent Availability 257 Monitoring the ACD Server 258 Agent Statistics 258 Call Statistics 259 Queue Statistics 260 ACD Reporting 260 Summary 262 Chapter 11: Maintenance and Security 263 System backup and restore 263 Backup 264 Restore 265 Monitoring system performance 266 System alarms 268 External monitoring of system availability 270 System logs 271 System snapshots 272 System security 274 Isolation 274 SIP passwords 274 Updating system software 275 Summary 275 Appendix: Glossary 277 Index 285

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