Customer Contract. MX Columbia. December 8, s u p p o r t e l d i o. c o m. P h o n e : F a x :

Transcription

1 Customer Contract MX Columbia December 8, 2011 s u p p o r t e l d i o. c o m P h o n e : F a x :

2 INTRODUCTION Congratulations on your purchase of a Teldio RBX +Plus System. Unless otherwise stated, your RBX +Plus order will be processed and shipped to you within three (3) weeks of receiving the Purchase Order. This purpose of this document is to provide a detailed deployment guide for your RBX +Plus system and to create an understanding between the customer and Teldio regarding the steps that must be followed to ensure a successful deployment of the Teldio solution. Once you have read this document, please complete and send the APPENDIX A: RBX +Plus Deployment Schedule (See Appendix A) to Teldio Support to begin your RBX Installation process. RBX + PLUS INSTALLATION MILESTONES The following diagram illustrates the important milestones in a RBX + Plus installation. The contents of this document explain the requirements and the procedures of each of these milestones. RBX + Plus Shipment Radio Network Deployment and/or Testing RBX Server Environment Setup (Network) Scheduling RBX +Plus Installation RBX +Plus Installation Phone System Configuration RBX System Acceptance Testing RBX System Deployment Main Party Responsible for Milestone Teldio Motorola Dealer End Customer Page 1 of 13

3 TELDIO HARDWARE AND SOFTWARE REQUIREMENTS The following sections outline the hardware and software items that will be provided by Teldio along with the hardware and software items that should be provided by the dealer and/or the end customer in order to install and deploy the RBX +Plus Solution. ITEMS PROVIDED BY TELDIO The following software and hardware items will be included with your RBX +Plus shipment. SOFTWARE RBX +Plus software with web interface RBX Programmer (required for RBX +Plus Subscriber installations) RBX Option Board firmware (required for RBX +Plus Subscriber installations) MotoTRBO Drivers LogMeIn remote login software HARDWARE RBX Server * (one of the following) Dell Vostro 230 or HP 500B Mini Tower (standard included in base price supports up to 6 voice paths) Dell OptiPlex 380 Desktop (standard included in base price supports up to 6 voice paths) HP ProLiant DL320 G6 Rack mounted 1U server (extra costs supports up to 2 voice paths) HP ProLiant DL380 G7 Rack mounted 2U server (extra costs supports up to 6 voice paths) Sound Card(s) pre installed in the server by Teldio Teldio Control Station cables (one per ordered voice path) Mediatrix Analog to SIP Gateway (if ordered for installations with Analog phone lines) *IF THE RBX SERVER IS PROVIDED BY THE DEALER, END CUSTOMER OR A THIRD PARTY: The server must match the specifications listed in the RBX Server Technical Specifications document. See Appendix B. The customer is responsible for the installation and configuration of the sound card(s). The RBX software will be remotely installed by Teldio support. The dealer is required to connect the server to the Internet and install the Log Me In software which will be ed to you by Teldio support. When Internet access to the server is unavailable, please contact Teldio support for alternatives deployment methods. Note that additional engineering service fees may apply. ITEMS TO BE PROVIDED BY DEALER The following items, specific to the Teldio RBX +Plus deployment, should be provided by the Motorola Dealer. Software and Hardware items required for the radio network deployment are not listed below. Page 2 of 13

4 SOFTWARE Motorola Customer Programming Software (CPS) installed on the RBX Server HARDWARE MotoTRBO XPR4300/4350/4500 or 4550 Mobiles Radios 1 per Teldio voice path (concurrent radio to phone line) Motorola programming cables for portable radios (RBX +Plus User Subscribers only) Repeater slots for RBX phone communications. See the Radio network Allocation section for more details. ITEMS TO BE PROVIDED BY END- CUSTOMER 1 SIP trunk or analog phone line per Teldio voice path Technicians to configure the SIP trunks in the Telephone System Internet Access Page 3 of 13

5 INSTALLATION REQUIREMENTS The following sections outline the steps that must be followed prior to and during the installation of the RBX Server. RBX SERVER LOCATION The Teldio Server and Control Stations at the customer site must be installed in a suitable location which has appropriate power, radio coverage and network access. A temperature controlled environment with backup power is highly recommended. In circumstances where the server must be placed outdoors where it may be exposed to extreme temperatures and weather conditions, we recommend that the customer provides a server that is certified to operate in such conditions. The server options that Teldio currently provides do not include such a server. RBX SERVER NETWORK It is highly recommended that the RBX server remain connected to the Internet while operational. This allows for 24x7 remote monitoring and troubleshooting by the Teldio support team. Additionally, a static IP for the RBX server is strongly recommended to allow for the telephone traffic to be routed toward a specific IP. RADIO NETWORK TESTS The success and stability of the RBX system depends heavily on the radio network. Prior to the deployment of the RBX system, the dealer is required to ensure the stability of the Radio network by performing the following tests. NOTE: Some of the following tests require some stages of the RBX installation to be completed. RADIO TO RADIO PRIVATE CALLS Radios in the customer s radio network must be able to carry on a radio to radio private call in all areas of coverage without any calls being dropped. The tests should be conducted at the location where the RBX server will be installed to ensure that control stations in that location will be within the coverage area of the radio system. If private calls are frequently dropped, the RBX system will not be able to operate adequately. PING TESTS The RBX sever must be able to ping the portable radios in the network with a 99% or higher success rate. To perform these tests go to the command prompt of the RBX server and type in the following C:\Users\Teldio Administrator>ping xxx, where xxx is the portable radio s ID. Page 4 of 13

6 In cases where the radio ID is more than 3 digits, the Radio IP Convertor tool provided by Motorola can be used to obtain the IP address of the Radio. Prerequisite: The control stations used for RBX +Plus must be configured and connected to the RBX Server. Teldio will provide documentation on configuring the control stations to work with RBX +Plus. DATA MESSAGES Radios in the customer s radio network must be able to send text messages to each other with a high reliability rate. RADIO NETWORK ALLOCATION The following outlines the general Radio network allocation requirements for a successful RBX +Plus deployment. RBX +PLUS SUBSCRIBERS REPEATER / IP SITE CONNECT (MANUAL ROAMING) A dedicated Repeater slot per voice path is highly recommended for Repeater and IP Site Connect (manual roaming) RBX installations with RBX Subscribers. This guarantees that users will be able to place phone calls independent of the Radio traffic taking place on the other Repeater Slots. If RBX +Plus subscriber communications were to take place on a channel shared with Radio traffic, then the phoneto-radio calls will not go through if there is radio chatter at the time of the call. IP SITE CONNECT ROAMING (AUTOMATIC ROAMING) In IP Site connect auto roaming mode, the phone communications can take place on either a dedicated repeater slot or a shared repeater slot. In either case, the designated repeater slot must be IP connected across all sites and all users must be able to talk on those repeater slots. Differences in using a dedicated vs. shared channel for IP Site Connect Roaming are: Dedicated slot Users turn the channel knob to the RBX channel to place outgoing calls. Users must be on the dedicated RBX channel to receive calls. Shared slot Users will be able to receive and make outgoing calls without physically moving to a channel. The calls will only take place when there is no radio chatter. CAPACITY PLUS RBX +Plus will use the Capacity Plus network s Voice Repeaters to handle the RBX calls. Therefore, the phone-to-radio communications and the regular radio communications will take place on the same pool of slots. The phone-to-radio calls will only take place when a repeater slot is free. This should be taken in to consideration when deploying Teldio systems with RBX +Plus Subscribers in order to allow phone-to radio calls and regular radio communications to take place at the same time. Page 5 of 13

7 RBX + PLUS TALKGROUP EXTENSIONS In all radio network modes, RBX +Plus Talkgroup communications should take place on a channel designated for radio chatter. No dedicated repeater slots are required. RADIO USER ALLOCATION If the RBX installation has more than one voice path, then the RBX + Plus subscribers in the system must be divided in to a number of groups that directly correlates to the number of purchased Teldio voice paths. For example if the RBX deployment has two voice paths, the RBX + Plus subscribers must be divided in to two groups. Each of these groups will be paired with a control station and all their radio communications will take place solely through that particular control station. Dividing the RBX + Plus subscribers into groups for optimal use of the control stations/voice paths is the responsibility of the end customer and the Motorola Dealer. It is recommended that both the number of users and their projected usage be taken into account when assigning them to the groups. Page 6 of 13

8 TELEPHONE INTEGRATION RBX +Plus supports integration with IP PBX, Analog and Internet Telephone Service Providers. The following sections outline the basic requirements of each of these methods. Please refer to the sections that pertain to your particular installation. IP PBX INTEGRATION The Teldio RBX +Plus runs an open source PBX handling SIP connectivity. In order to connect to a thirdparty PBX, it has to comply with the RBX SIP stack: Compliant with IETF RFC3261 RBX will only offer and accept codec of PCMU or PCMA (G.711U or G.711A) INFO, UPDATE and REFER methods are supported Early sessions, provisional responses, early media, caller preferences and session timers TCP and UDP over IPv4 or IPv6 SDP offer-answer negotiations as specified in RFC3264 STUN as specified in RFC3489 Additionally, the system network must be able to support the communication between the RBX and the PBX. The RBX and PBX must be on the same subnet or subnets that are able to communicate. Also, it requires the following port ranges open between the RBX and PBX: 10,001-40,000 for media traffic over RTP 5060, 5061, 5004 and 10,000 for signaling data over SIP CERTIFIED PBX SYSTEMS PBX systems certified and tested with the Teldio RBX +Plus include: Mitel Mitel Mitel PBX Nortel /Avaya 3300 V V V10 Version CS1000E release 5.5 (CS1000 option 11c can be upgraded to CS1000E ) Nortel /Avaya BCM50/200 RLS 4 Nortel / Avaya BCM50/200 RLS 5 Asterisk Asterisk 6 Cisco CM Version 5 Cisco CM Version 6 Cisco CM Express Avaya Call Manager S8800 release Avaya IP Office Page 7 of 13

9 Teldio will provide general guideline documents for setting up SIP trunks for the PBX systems listed above. However, the configuration of the SIP trunk is the responsibility of the technicians at the respective telephone providers. Please note that other PBXs have the ability to integrate with the RBX, please contact Teldio support for more information on testing these devices. Should SIP integration not be possible, an analog trunk may be used. ANALOG TELEPHONE SYSTEMS ANALOG TO SIP GATEWAY In cases where a digital line cannot be provided, an Analog to SIP Gateway may be used to enable phone calls. RBX uses a Mediatrix 1204 gateway for this purpose. One Mediatrix Gateway supports up to four analog line connections. It is possible to connect multiple Mediatrix devices to the RBX server. The Mediatrix and RBX are required to be on a common network. The IP address for the Mediatrix and RBX can be statically set to reside on a standalone network. Additional configuration steps are required to set static IP addresses. Teldio will provide step by step configuration details for Mediatrix set-up. INTERNET TELEPHONE SERVICE PROVIDERS (ITSP) Customers may also use an Internet Telephone Service provider that supports SIP trunks to connect to and make phone calls via the RBX system. The SIP trunk configuration of the ITSP is the responsibility of the end customer and/or the telephone service provider. Page 8 of 13

10 RBX SYSTEM INSTALLATION The installation of the RBX system may begin once the Installation prerequisites have been fulfilled. SCHEDULING SUPPORT FOR INSTALLATIONS Teldio support must be contacted a minimum of one week prior to the beginning of a scheduled installation or set up of an RBX system. At the time of initial contact, the Teldio support personnel will go over the system set up with the dealer to gather information about the particular installation. The support personnel will then follow up with a list of possible installation dates. Dealers may be required to provide Teldio with Repeater, Control Station and Portable CPS code plugs when required. Teldio may request these code plugs to better assist with the installation. Teldio support strongly recommends staging the RBX system at the dealer s premises prior to deployment at the customer location. 1. CPS CONFIGURATION The first step in setting up the RBX system is to programming the CPS code plugs of the Control Stations and the Portable Radios (for RBX +Plus Subscriber installations). Teldio will provide documentation on configuring the control stations and the portable radios to work with RBX +Plus. Programming the radio code plugs using the documentation is the Motorola dealers responsibility. 2. RBX +PLUS CONFIGURATION The next step is to configure the RBX +Plus system using the RBX Web Interface. Prior to this configuration all programmed control stations must be connected to the server using the control station cables provided by Teldio. Teldio will provide documentation on configuring the RBX +Plus system using the RBX web interface. Teldio will provide the Motorola dealer with login information to the web interface. Setting up the RBX web interface configurations is the Motorola dealer s responsibility. Teldio support is able to remotely assist with this step provided that the RBX server is connected to the Internet. 3. USER RADIO PROGRAMMING (FOR INSTALLATIONS WITH RBX +PLUS SUBSCRIBERS) This step only pertains to installations that have RBX +Plus Subscriber licenses. Each user radio that is a RBX +Plus Subscriber must have a Motorola expansion board installed. Teldio will provide documentation on programming these expansion boards with the Teldio firmware and updating the Radio s configuration to include the RBX information. Programming the expansion boards and adding the RBX configuration to the Radios is the Motorola dealer s responsibility. Teldio support is able to remotely assist with this step provided the RBX server is connected to the Internet. Page 9 of 13

11 4. SIP TRUNK OR ANALOG GATEWAY CONFIGURATION ANALOG Teldio will provide a detailed user guide on setting up Analog to SIP Mediatrix gateway to communicate with the RBX server. The configuration of the Mediatrix gateway is the responsibility of the customer. Teldio support is able to remotely assist with this step provided the RBX server is connected to the Internet. SIP TRUNKS The configuration of an IP PBX or ITSP SIP trunk should be done by a qualified phone system technician at the expense of the customer. Teldio is able to deliver the technical specifications detailing how the phone system needs to be configured to communicate with the RBX server for certain IP PBX systems listed in the Certified PBX systems section. Teldio support is able to remotely assist with testing this step provided the RBX server is connected to the Internet. 5. SYSTEM TESTING Once the system has been configured, Teldio will provide the users a set of use case documents which can be used to qualify the operations of the Teldio system. Teldio support will work with the customer to ensure the success of these tests. 6. DEPLOYMENT Once the system tests and the user acceptance have been completed, the dealer may deploy the full system at the customer premises. CUSTOMER EULA ACCEPTANCE AND LICENSE KEY Prior to deployment, the end customer of the Teldio system must accept the End User License Agreement found on the RBX user interface. The EULA may also be accepted by the dealer on behalf of the end customer with the appropriate permissions. Upon acceptance of the EULA, the RBX system s 90 day trial period will begin. A license key will be provided to activate the RBX system once the payment for the RBX system is received. If the EULA is not accepted and the trial period has not been activated, the Teldio Support will not be able to provide assistance once the system has been deployed. Page 10 of 13

12 TELDIO SUPPORT OVERVIEW Teldio support must be purchased along with the Teldio system in order to receive support from the Teldio personnel. If not support is purchased, the users will be given the support documentation but no further assistance will be provided. Teldio support is offered at three different levels. Please refer to your quote for the details about the purchased level of support. For support services outside of what s defined in this document, such as system engineering and onsite support, additional system Engineering Services may be purchased from Teldio. Please contact your Teldio sales representative for these purposes. CONTACTING TELDIO SUPPORT Teldio Support can be contacted between the hours of 9AM-5PM EST at: Tel: x 4 support@teldio.com Additional support resources maybe available to you depending on your support package. Page 11 of 13

13 APPENDIX A: RBX +PLUS DEPLOYMENT SCHEDULE Please complete the Scheduled Date column with best estimates and return to Teldio Support at or (fax). Motorola Dealer: End Customer: Milestone Solution Shipment Estimated Time Required * N/A Scheduled / Estimated Date Actual Date Responsible Party Teldio Radio Network Deployment Radio Network Testing (See Radio Network Tests section of the Teldio Customer Contract) Radio Users to Control Station Mapping. (Multiple voice paths only) Schedule Install Code Plug Configurations of Radios RBX System Configuration RBX Radio User Configurations (RBX +Plus Subscribers) Telephony Configuration System Testing / Use Cases System Acceptance System Deployment unknown 1-2 hours 1-2 hours N/A Motorola Dealer Motorola Dealer End Customer / Motorola Dealer Motorola Dealer /Teldio 2 hours Motorola Dealer/ Teldio 30 minutes Motorola Dealer/ Teldio 1 hour Motorola Dealer/Teldio unknown End Customer / Motorola Dealer 2-3 hours Motorola Dealer/ Teldio N/A End Customer / Motorola Dealer N/A Motorola Dealer * Estimates are based on a 20 user RBX + Plus system. For more complex installations please contact Teldio Support to get a better time estimate. Page 12 of 13

14 APPENDIX B: RBX +PLUS SERVER REQUIREMENTS SERVER REQUIREMENTS Processor Intel Core 2 Quad / Intel Core 2 Duo / Intel Pentium or similar Operating System Genuine Windows 7 Professional 32-Bit or 64-Bit Chipset Intel G41 Express Chipset with ICH7 or similar Memory 4GB 1333MHz Dual Channel DDR3 SDRAM or higher Primary Storage Minimum 160GB Hard Drive Connectivity Integrated: 10/100/1000 Ethernet LAN on system board Standard I/O Ports USB: minimum four (4) externally accessible USB Ports SOUND CARD REQUIREMENTS Audio Expansion Slots If Server is equipped with PCI slots; recommended sound cards include: One Diamond Xtreme Sound 5.1 Sound Card per Teldio Voice path OR One M-Audio Delta 1010 LT Sound Card per three (3) Teldio Voice paths If Server is equipped with PCI-Express slots; recommended sound cards: One Creative SoundBlaster X-Fi Xtreme Audio PCI-Express Sound Card per Teldio Voice Path Page 13 of 13