SwyxWare Hosted Solution

Transcription

1 SwyxWare Hosted Solution Hosted IP-PBX Solution As of: September 2008

2 Swyx. All rights reserved. Legal information Whilst Swyx attempt to convey accurate and current information relative to the creation of SwyxWare and this documentation, the information provided in this user guide may contain typographical or technical errors. This documentation, including all information contained herein is provided as is, without any warranty of any kind, whether expressed or implied, including, but not restricted to, any implied warranties of merchantability or fitness for a particular purpose or non-infringement. Trademark: Swyx, SwyxIt!, the integration smiley and Click. Phone. Smile. are registered trademarks of Swyx. All other trademarks and product names are trademarks or registered trademarks of the respective owners. This documentation is proprietary intellectual property of Swyx. Reproduction, adaptation, or translation of this documentation without the express written consent of Swyx is prohibited and will be prosecuted as a violation of intellectual property rights. Swyx Solutions AG Joseph-von-Fraunhofer-Str. 13a D Dortmund

3 New Functions... 3 Introduction What is meant by? 1.1 Hosted SwyxWare Hosted SwyxWare Server (SwyxServer) Front End Server (FES) Database Server Back End Server (BES) Provider (Serviceprovider) SoftSwitch Customer User Virtual telephone system (V-PBX) Virtuozzo Virtual Environment (VE) Licensing Server Location Feature Profile Reporting Cold Standby Server Administration profiles Trunk and Trunk Groups The Basics 2.1 Hosted SwyxWare in Detail Front End Server Back End Server Hosted SwyxWare database Cold Standby Server System Requirements 3.1 Hardware and Software Requirements Back End Server (BES) Requirements Requirements for separated SwyxGate Requirements for Front End Server (FES) Requirements of a virtual PBX Database System Requirements Network Card(s) Virtuozzo Network Requirements and Bandwidth Creating an Appropriate Network Environment for SwyxServer Mail Server for Voic Microsoft Exchange Server for Call Management Lotus Domino Server for Call Management Scenario 4.1 Overview Components of Hosted SwyxWare Installation 5.1 Overview Concept of a Number Plan Mail Server Installation of a separated database Installation of a licensing server (back end server) Installation of SwyxWare Administration Configuration of a back end server (BES) Installation of a front end server (FES) Installation of Virtuozzo Creation of the clone template for a virtual PBX Creation of a customer installation Configuration of a customer installation by the provider... 31

4 5.11 Configuration of a customer installation by the reseller Configuration of a customer installation by the customer Installation of the SwyxWare Web Administration Installation of SwyxFax Backup of a SwyxFax Server installation Update of the Virtuozzo environment Update of an existing Hosted SwyxWare scenario Administration 6.1 Administration profiles Administration profiles in the Standard Installation Overview of the various administrator levels Further Functions of Administration Bulk Administration Reproduction of elements in Administration (Cloning) Number of simultaneous connections Feature Profiles Licenses 7.1 Licenses Reporting What is entered in Reporting? Logging of invoice-relevant activities on SwyxServer Index... 48

5 3 > New Functions New Functions New and Improved Functions in SwyxWare Additional functions and increased flexibility and user-friendliness are typical features of every new version of SwyxWare, making SwyxWare one of the most advanced IP telephone systems on the market. The complete IP architecture and extensive range of functions have made SwyxWare the system of choice for more than 4000 SMBs throughout Europe. The main changes in Hosted SwyxWare will be listed below: You will find a complete overview about the changes between the versions in the SwyxWare Administrator Documentation. SwyxWare V New Functions Support of the new telephone family SwyxPhone L6xx With this version, the phones SwyxPhone L620, SwyxPhone L640, SwyxPhone L660 and SwyxPhone L680 are offered along with the associated key modules. The PhoneManager has been redesigned to support these. The 'PhoneController' service, which was formerly installed with SwyxServer, lapses from this version on. New SwyxPhone firmware for the existing SwyxPhone L4xx/L5xx is unnecessary. AD (Active Directory) support for the SwyxWareuser configuration To import users that are already present in Windows administration into SwyxWare, there is the User Import Assistant. For further information, please refer to the SwyxWare Administrator documentation. If new Windows users are created or existing ones removed, then from this version the creation / deletion of the associated SwyxWare user is also integrated via a further tab in the user Windows properties. For further information, please refer to the SwyxWare Administrator documentation. Enhancement of the Swyx Trace Tool Starting with this version, the trace files are compressed. Also, the SwyxWare configuration files and the network configuration are added to the trace files. For further information, please refer to the SwyxWare Administrator documentation. Use of Virtuozzo 4.0 as virtualization platform for SwyxWare Essential SwyxWare Essential can be installed on a virtual platform (Virtuozzo). However, a clone cannot be made permanent. System-wide Standard Skin definable for all users Starting with this version, the system-wide Standard Skin is specified as the skin for each newly created user, if the administrator has not provided otherwise. For existing users or in an update to Version 6.20, it is checked whether the user uses a Standard Skin (LoonaClassicXT, LoonaClassic or BlueLineClassic). In this case it is assumed that the user should use the system-wide Standard Skin. Thus after the update to v6.20, if the administrator changes the system-wide Standard Skin, the skin also changes for all these users. All other configured skins will still be transferred unchanged. SwyxIt! Additional Caller List entry for forwarded calls The caller list in SwyxIt! and SwyxPhone is expanded so that for forwarded calls, more information can be seen about the users involved. In detail, it shows for the recipient, who forwarded the call to him/her, and the number of the original caller with whom he/she then spoke. for the forwarder, the number of the original caller, and the person to whom he forwarded this call. for the calling SwyxWare user, the final conversation partner. For further information, please refer to the SwyxIt! documentation. Standard line button for SwyxIt! It is now possible in the user properties to select a line button, which is then always used for outgoing calls if the user has not explicitly chosen a different line. Previously, the last used line was chosen. This standard line is also used for calls that are initiated via TAPI or Client SDK applications. Link to the website It is now possible in SwyxIt! to check whether a newer version is available for download. If so, the user can download and install the new client, provided he has the corresponding rights.

6 4 > New Functions Skin preview The skin can be changed in SwyxIt! and in the SwyxWare Administration. Starting with this version, a preview of the selected skin is displayed when a skin is selected in the drop-down list on the "Skin" tab. Hosted SwyxWare Use of Virtuozzo 4.0 as virtualization platform for Hosted SwyxWare Virtuozzo 4.0 is the successor version to Virtuozzo Hosted SwyxWare can be installed on Virtuozzo 4.0 and then cloned, as previously in Virtuozzo version An existing Hosted SwyxWare installation on Virtuozzo can equally be updated with Virtuozzo 4.0. Logging of invoice-relevant activities on SwyxServer All changes of parameters that are entered in Reporting, and thus are relevant for billing, are logged. The log contains the time of the change, the old and new parameter values, and the user making the change. The log file can be displayed in SwyxWare Administration or exported. For further information please refer to chapter 7.3, Logging of invoice-relevant activities on SwyxServer, page47. Feature profile "Deactivated" in Hosted SwyxWare In some SwyxIt! scenarios there are users who only use their SwyxIt! access a few days in the year. These users can now be assigned the profile "Deactivated" during their absence. Their entire configuration (announcements, scripts) is then preserved, but is no longer entered in Reporting. If this profile is assigned to a user, then call routing rules are likewise inactive for this user. For further information please refer Feature profile 'Deactivated', page46. For further information, please refer to the SwyxMobile documentation. Support of further operating systems Starting with this version, Windows Mobile 6.1 Professional is additionally supported. Improved behavior of SwyxIt! Mobile The behavior of SwyxIt! Mobile has been improved in a few points: Entries in the exceptions list can now be created simply by export of entries from the existing contacts. Configuration of SwyxIt! Mobile via a URL SwyxIt! Mobile can also be configured until now by import of a configuration file. Starting with this version, it is possible to reference this file via a link (URL). SwyxIt! Mobile (for dialing Changed behavior for MEM usage 'On demand' For dialing direct from the SwyxIt! Mobile interface, it is assumed that the call should go via the MobileExtensionManager. The parameter "MEM usage (='On demand') only leads to a query if a number is dialed outside SwyxIt! Mobile. License changes back end server Voice and fax channels are set up between the front end servers and the back end server. To prevent double payments in Reporting, the channels of a back end server are excluded from the payment. If the Reporting mechanism identifies a system with fewer than two configured users, then it interprets this as a back end system. In this case users, fax channels and voice channels are not counted. SwyxIt! Mobile Dual Mode support for SwyxIt! Mobile (Symbian) Within a WLAN area it is possible to register directly on SwyxServer with a mobile terminal device as a SIP terminal device. It is thereby possible e.g. to log on with a mobile phone both via SIP and via GSM (dual mode). The new version supports a call set-up via SIP, provided the user is in the WLAN area. If no WLAN or SIP registration is present, the call is set up via GSM.

7 5 > New Functions SwyxWare V New Functions The changes for this version are concentrated on telephony clients (SwyxIt! and SwyxIt! Mobile). Minor changes were made in the licensing model for Hosted SwyxWare, and the Voic and Faxmail have been improved. License changes back end server Voice and fax channels are set up between the front end servers and the back end server. To prevent double payments in Reporting, the channels of a back end server are excluded from the payment. If the Reporting mechanism identifies a system with fewer than two configured users, then it interprets this as a back end system. In this case users, fax channels and voice channels are not counted. For further information please refer Licensing and reporting of the back end serverthe back end server puts the fax and voice channels into the outside world and manages the licenses. Typically, no users are created on such a back end server. In order that the voice and fax channels are not entered in duplicate in the reporting, a SwyxServer that has no more than one user is not recorded in reporting., page46. Changes for Voic s Voic s sent as attachments now contain the number or name of the caller in the filename. The subject line of the also contains this information, along with the length of the recorded voic . In the , you will find a link with which you can access the relevant voic directly by remote inquiry. Changes for Faxmails The name of the faxmail attachment (TIF or PDF) now contains the date/time, station ID, name and Caller ID. Protection of settings with a password Access to the native calendar Better structuring of the SwyxIt! Mobile settings Automated configuration by configuration file Number replacement Activate speaker / microphone SwyxWare V SwyxIt! Changes SwyxIt! offers a few new functions in this version. Operating systems - 64-bit support Dialer Mode for SwyxPhone S315(SwyxIt! Dialer) SwyxIt! Messenger SwyxIt! Web Extension For further information, please refer to the SwyxIt! documentation. SwyxWare V Hardware The following ISDN cards are supported from this version on: SX2-express QuadBRI SX2-express SinglePRI SX2-express DualPRI The new SX2-express ISDN cards supplement the proven SX2 ISDN cards in the Swyx portfolio. SwyxWare V SwyxIt! Mobile Changes/Enhancements The functional range of the mobile phone client has been expanded: it is now available for a further operating system (RIM). Further information about the changes and improvements you will find in the SwyxWare Administrator Manual. Direct calls without using the MobileExtensionManager Pickup of an active call with the office phone Sending of a DTMF string Right selection key configurable

8 6 > Introduction Introduction Swyx develops and markets powerful solutions for company telephony. The "SwyxWare" telephone system is practically a pure software solution, using the existing standard PC platform: telephony thus becomes a network application like your system, your ERP system for company data management, or your CRM system for management of your customer and prospects database. What is SwyxWare? The Swyx solution is software which, with the operating system Microsoft Windows Server 2003, turns your PC into a high-performance and user-friendly telephone system. This telephone system can grow almost seamlessly from a few telephone subscribers to company sizes of around 1000 subscribers. SwyxWare here offers a previously unknown flexibility and capability for its telephone users, who can choose freely between a wide variety of telephone terminals: as in classic systems, a family of elegant system telephones ("SwyxPhones") and various equipment features are available, but it is additionally possible to connect other manufacturers' IP telephones which conform to the standard, if the efficiency of the terminal devices is not the most important criterion for the selection. However, a completely new dimension opens up with the PC-based "SwyxIt!" telephony software, which converts any Windows PC into a telephone of unprecedented capability, user-friendliness and flexibility. For each user a handset or a headset is selected, typically connected to the PC via the USB port, and the user then has the most powerful telephone solution integrated directly into his workstation. Perfect Integration into the Microsoft world With a SwyxWare installation in your network, the fusion of computer and telephone is quick and easy: for the first time, users are provided with really intelligent and integrated telephone functions on their workstations. These cover everything from Caller ID and selection help at the click of the mouse, to sophisticated support for Microsoft Office products and even Unified Messaging. Flexibility Through Individual PC/Telephone Support Telephony with SwyxWare can be arranged entirely according to the user's personal taste and the desired workstation support - especially elegantly with the PC telephony client SwyxIt!. The requirements of a user who only uses the telephone occasionally are very different from those of someone who needs to phone a lot. Users in a Logistics department need a different kind of PC/telephone support than communication-oriented Sales staff. The future-proof Swyx telephone solutions take these different kinds of requirements and needs into account. Thus - in addition to being able to choose from the numerous user interfaces which are supplied - the user can decide how his telephone is presented, including how many and which buttons it should have, what information is displayed, which ring tones or melodies are used and when, or which announcements should be played under which circumstances, to which of his callers. You will find an overview of the many functions supported when using SwyxIt! as terminal equipment for your SwyxServer in the SwyxIt! documentation. Image ii-1 Example Unbeatable Effectiveness Through Voice over IP The SwyxWare telephone application is a pure software solution. It is thus easy to install, easy to administer and easy to extend. This saves money and it is very simple. Furthermore, the use of Voice over IP technology also means considerable cost savings: moving, deleting or adding subscribers has now become a matter of one or two mouse clicks, and is all done without specialist maintenance staff. You'll find further details and advice on the efficient use of SwyxWare, interesting use cases and tips and tricks for the operation of more complexswyxware installations, not only in this manual but also on theswyx Internet pages at:

9 7 > Introduction Support from Swyx Swyx offers a comprehensive range of initial services provided by a team of specialists in the context of Hosted SwyxWare. This so called "Jump Start Package" enables providers to implement the services Hosted SwyxWare offers in a quick, efficient and professional way. The solutions contained in the "Jump Start Package" facilitate a smooth implementation of Hosted SwyxWare at the provider. This includes the setup of call termination or the connection of clients, and furthermore the adaptation of internal processes for the provider and the technical training of staff. The "Jump Start package" enables Providers to minimize the risks associated with a new line of business, and to benefit from the experience of Swyx Solutions AG. In addition, corresponding service contracts for maintaining existing installations are available. For further information, please contact Swyx Sales or send an to [email protected]. About this Documentation This documentation contains the information necessary for making the most effective use of the Swyx solution and the advantages it provides. Who is this documentation written for? The documentation assumes that you, as system administrator, know the platforms used and their conventions. Accordingly, a detailed description of Windows menu calls, for example, is not included with this documentation, and adequate basic knowledge of network administration is assumed. A knowledge of the SwyxWare solution is also assumed, relating to installation as well as configuration. For further information, please refer to the SwyxWare Administrator documentation. This documentation deals only with the specific properties of Hosted SwyxWare which are needed for a hosted application. Chapter 4 - Area of application of Hosted SwyxWare Chapter 5 - Initial installation and configuration of Hosted SwyxWare Chapter 6 - Administration of Hosted SwyxWare Chapter 7 - Licensing and billing procedure The extensive Index provides you with an orientation resource which will help you find topics quickly. Additional Information Given the processing time necessary for creating printed documentation, this documentation is not always current for the software. Therefore, you will find additional information here: For current information on the products, please see our Internet homepage: Detailed questions concerning the current version are answered in the readme file on the SwyxWare CD. Furthermore, in the Support database (Knowledgebase), you will find additional information regarding special installation scenarios as well as tips & tricks for the optimal implementation of your SwyxWare. Under the Support category of the homepage, you can download the most current version of the documentation (PDF) and software updates: The Layout and Organization of this Documentation Chapter 1 - Definition and explanation of special terms used in this documentation. Chapter 2 - Requirements for operating Hosted SwyxWare Chapter 3 - Hardware, software, and network requirements, in addition to the license conditions

10 8 > What is meant by? 1 What is meant by? Definition and explanation of special terms used in this documentation. This chapter describes in detail the terminology commonly used throughout this documentation. Knowledge of the SwyxWare documentation is assumed. 1.1 Hosted SwyxWare Software installation that covers the complete installation of SwyxWare. This includes the installation at the service provider as well as the installation of the telephony clients (SwyxIt! or SwyxPhone) at the customer. The provider sets up the database, the front end servers and the back end servers. The provider is thus responsible for the interfaces to other networks, e.g. to the PSTN or to other providers. Depending on the sales model of the provider the provider himself or the administrator of the customer can create and configure the telephone users. The supplied telephony services are invoiced with detailed reporting. 1.2 Hosted SwyxWare Server (SwyxServer) In a service provider's environment this is the equivalent of a SwyxServer. This SwyxServer is installed in a virtual environment (VE) with Windows 2003 server as operating system, and offers the provider's customers the functionality of a telephony system. For further information about hard and software please refer to the chapter 3.1, Hardware and Software Requirements, page Front End Server (FES) Front end server refers to a computer on which several virtual instances are set up with Windows 2003 servers (VEs). A SwyxServer (Hosted SwyxWare server) is installed on each of these virtual instances. For further information please refer Front End Server, page Database Server The database server is a PC (or cluster of PCs) with Windows 2003 servers, on which the Microsoft SQL database is installed. We always recommend using a cluster, to ensure the appropriate failure safety. This shared database contains all data of the individual SwyxServers. Each SwyxServer finds its users and their profiles here, along with the relevant scripts. The reporting of the number of users set up, and their functional range, occurs directly from this database. For further information please refer Hosted SwyxWare database, page Back End Server (BES) Back end server refers to a computer which handles the connections to other networks within a Hosted SwyxWare. A back end server within a Hosted SwyxWare installation takes on the licensing and monitoring of the front end servers, and the reporting (licensing server). The following services can be installed here on the PCs with Windows 2003 servers: SwyxGate for the connection to the PSTN (ISDN or analog) SwyxLinkManager for SIP connections e.g. to other providers or to a SoftSwitch, which then offer access to the public telephone network Reporting service (on the licensing server) for the daily recording of installed users and feature profiles, and for sending the monthly reports It is naturally possible to use several PCs here, according to requirements. The individual SwyxServers then use this functionality within the scope of the purchased channel licenses. For further information please refer Back End Server, page Provider (Serviceprovider) A provider (hoster, service provider) offers accesses to the Internet. In this case the provider is the contractor, who has an installation of Hosted SwyxWare and offers customers (usually other companies) these telephony services.

11 9 > What is meant by? 1.7 SoftSwitch The SoftSwitch is a system that the provider uses to receive the calls via SIP (LinkManager) from the back end server and route them into the public telephone network (PSTN). 1.8 Customer Customers of a provider can be companies as well as persons with a single line. In this case the customer uses the telephony services of the provider in the form of a virtual telephone system (V-PBX). 1.9 User A user is a person, a group or a location (for example, a conference room), for whom/ which an account has been set up on the SwyxServer. Each account on SwyxServer is assigned a user name and a PIN (Personal Identification Number). The PIN is required for user authentication when using the SwyxPhone and for remote inquiry. When SwyxIt! is started your access authorization is automatically checked and your user account on SwyxServer is recognized. If SwyxServer does not find a SwyxServer account for your user login, then SwyxIt! will be exited and an error message will appear. If several SwyxServer accounts exist for your user account, you will be prompted by SwyxIt! to choose one of these accounts. Each user s individual settings are stored centrally (for example, entries in a personal telephone book, forwarding definitions, or the assignment of extension numbers to lines). This means that you will always find the same telephone environment, whichever PC or SwyxPhone you logon to! 1.10 Virtual telephone system (V-PBX) V-PBX denotes a virtual telephone system. This is implemented with Hosted SwyxWare as a SwyxServer, which is installed at the provider on a virtual instance (VE) and is exclusively available to the customer Virtuozzo Virtuozzo is the software that supplies multiple isolated virtual environments (VE) on a single physical PC. This means that each of the provider's customers can be supplied with a separate SwyxServer installation. Virtuozzo is a product of Parallels ( Virtual Environment (VE) 'Virtual Environment' denotes an isolated (Windows) server instance, implemented by Virtuozzo. This instance behaves like a stand-alone PC. A customer thus has an exclusive server as PBX, but without using separate PC hardware for each server Licensing Server If there are multiple back end servers within a Hosted SwyxWare installation, one of these servers acts as license administrator. The Hosted SwyxWare license is input, or made permanent, on this licensing server. The reporting service is activated on this server, i.e. a reporting database is also only needed for this server. All other back end and front end servers reference this licensing server for licensing Location The location is effectively a property of the telephone system. Call numbers are interpreted using this property, e.g. a call into the local network is thereby recognized. Example: The SwyxServer has the property: England (code 44), Luton (prefix 231) If the user now dials a number e.g ( 9 as public line access), this is recognized as a local number and the number is dialed. This configured location is naturally independent of where the provider's PC actually physically is Feature Profile Various functions can be made available to each user: the use of the Call Routing Manager, the possibility of receiving voic or recording calls. These functions are combined in a profile. An individual user's functional range can be expanded

12 10 > What is meant by? quickly and easily at any time, by assigning him a different profile. The assigned profiles are used in reporting as the basis for the recording of the functions used. If there is a functionality in the feature profile which should not be used by the user himself will be deactivated by the user administrator. For further information please refer to chapter 6.4, Feature Profiles, page41. an SIP trunk directly to the Internet). If this is not available, a lower-priority path is chosen, e.g. an ISDN trunk to the normal telephone network. For further information, please refer to the SwyxWare Administrator documentation Reporting Reporting denotes the reporting procedure for the current user numbers and their functional range. This reporting procedure serves for continuous licensing and the related invoicing. For further information please refer to chapter 7.2, Reporting, page Cold Standby Server Cold Standby Server denotes a server on which multiple virtual environments (VE) are already preinstalled. This server can be started if one of the current installed front end servers fails. The SwyxServers of the virtual enviroments obtain the necessary user data for operation from the database. For further information please refer Cold Standby Server, page Administration profiles An administration profile is assigned to each user. These profiles define which areas a user can look at and change. You can choose from a variety of profiles: For further information please refer to chapter 6.1, Administration profiles,page Trunk and Trunk Groups "Trunk" denotes a connection into another network, e.g. the public telephone network. A connection to another network can be e.g. an "ISDN trunk", a connection to the Internet an "SIP trunk". Connections (trunks) of the same type can be combined to form groups. The trunks of a trunk group then have the same properties - the trunk groups can therefore be seen primarily as capacity expansions. Different trunk groups can be differently prioritized by the administrator. The result is e.g. that calls are handled with preference given to a cost-efficient connection (e.g.

13 11 > The Basics 2 The Basics Requirements for operating Hosted SwyxWare Hosted SwyxWare is a client-capable software package of the well-known and proven telephony application SwyxWare. Please refer to the relevant SwyxWare administrator documentation for details of the installation, configuration and operation of SwyxWare. Knowledge of the installation and configuration of SwyxWare is assumed in the following. For further information, please refer to the SwyxWare Administrator documentation. Hosted SwyxWare is based on this Swyx technology, and now enables providers to offer their customers optimally scaled telephony services. The telephony server remains with the provider, who installs it and configures it according to the customer's wishes. The customer installs only the telephony clients, either as SwyxIt! on the employees' PCs or as stand-alone IP telephones, e.g. from the SwyxPhone family. If the customer wishes, his system administrator can also be allowed to maintain his own telephony server. SwyxWare offers the option of administration at various levels. The telephony services are invoiced using a reporting system, which takes into account the functional range permitted for the individual users of SwyxWare. Each user's scope for use is defined by the provider or by the reseller, with the help of socalled features profiles (see chapter 6.4, Feature Profiles). For further information please refer to chapter 7.2, Reporting, page 43. Swyx offers a comprehensive range of initial services provided by a team of specialists in the context of Hosted SwyxWare. This so called "Jump Start Package" enables providers to implement the services Hosted SwyxWare offers in a quick, efficient and professional way. The solutions contained in the "Jump Start Package" facilitate a smooth implementation of Hosted SwyxWare at the provider. This includes the setup of call termination or the connection of clients, and furthermore the adaptation of internal processes for the provider and the technical training of staff. The "Jump Start package" enables Providers to minimize the risks associated with a new line of business, and to benefit from the experience of Swyx Solutions AG. In addition, corresponding service contracts for maintaining existing installations are available. For further information, please contact Swyx Sales or send an to [email protected]. 2.1 Hosted SwyxWare in Detail The installation of Hosted SwyxWare contains several server installations. The heart of the Hosted SwyxWare is the BackEnd server, which manages the license and provides the connections to the public network (ISDN, SIP). In a big installation there can be more than one BackEnd-Server and also separated additional gateways. Only one server can be the license server on which the reporting service is installed on. Additionally there may be several FrontEnd server, on which some virtual instances can be installed on using Virtuozzo. Each of these virtual instances is a virtual PBX for a customer. The data of the customer installation will be managed in a database on a separated server. The components listed below form the basis of a Hosted SwyxWare installation. Such an installation can be expanded according to the requirements.

14 12 > The Basics Front End Server With the help of Virtuozzo, several SwyxServers are installed on this PC with the operating system Windows 2003 Server x64-bit edition. Each of these SwyxServers is a virtual PBX exclusively for one customer, who can reach it via IP. If more than four virtual environments are to be operated on one system, the Microsoft Data Center Edition must be used. The front end server is connected via a further network card to the internal network, in which the database server is also available. None of these SwyxServers has its own SwyxGate. To establish the connection to the outside world, each of these SwyxServer is connected via a SwyxLink trunk to the back end server, which manages the connections to the outside world. The number of channels per SwyxLink trunk also defines the number of simultaneous outside calls customer's staff can make. Depending on the utilization of a PC, a further front end server with further SwyxServer instances can be added to the existing ones. Image 2-1 Minimum Scenario for Hosted SwyxWare Back End Server The SwyxServer of the Hosted SwyxWare is installed directly on this PC with the operating system Windows 2003 Server. The main task of this server is to establish the connection between the virtual telecommunications systems (customer SwyxServer) and the outside world. This server accordingly hosts one or more SwyxGates for the connection to the public telephone network (ISDN trunks or analog trunks). SwyxGates can be installed on one or - for performance or failure safety reasons - on multiple physical PCs with corresponding ISDN or analog cards. a LinkManager, which establishes SIP connections e.g. to other providers or directly (SIP trunks). The connection to a SoftSwitch of the provider is also managed here. If only one back end server is present in an installation, it handles both the connection to the outside world and the licensing server function.

15 13 > The Basics Licensing Server The license server will be installed on a BackEnd server. It manages the Hosted SwyxWare license, and licenses all other servers within the Hosted SwyxWare installation. The reporting service, which prepares a report about the configured users, the associated feature profiles and the server configuration at appropriate time intervals, is active on the licensing server. For the report preparation, all installed databases of the Hosted SwyxWare are evaluated daily, and the results are stored in a reporting database. The reporting service then extracts the information from this reporting database. This service must be activated at all times within the Hosted SwyxWare. For further information please refer to chapter 7, Licenses, page Hosted SwyxWare database On this central server, which cannot be seen from the customer side, a Microsoft SQL Server 2005 is installed. This server manages all databases of the installed front end servers and provides the database for the report information. Swyx recommends the use of a cluster system on redundancy grounds, to ensure the necessary failure safety for the SQL databases Cold Standby Server This server should act as a substitute for a failed front end server. A Windows Server operating system and Virtuozzo are already preinstalled on the cold standby server. The necessary SwyxServer instances are created (cloned) in the Virtuozzo Management Console with the help of the prepared template on the cold standby server. These virtual instances have not yet been assigned names or databases. The cold standby server does not use the SwyxWare standby functionality as this always relates to exactly one SwyxServer and thus cannot be used for a front end server with multiple SwyxServer instances. If a front end server fails, it is replaced by the administrator with the cold standby server. The names and the connection to the relevant database are configured for these SwyxServer instances with a configuration program (IpPbxConfig). These new instances can then connect to the database and are once again operational with all information relating to the respective customer, since this customer information is centrally stored in the database.

16 14 > System Requirements 3 System Requirements Hardware, software, and network requirements, in addition to the license conditions Please note that the following hardware requirements apply only to a Hosted SwyxWare installation. If you want to run other processes on this PC, such as a file server application, the hardware requirements are different. 3.1 Hardware and Software Requirements It is only possible to give examples of hardware requirements here. They are very much dependent on the number of SwyxServer instances on a front end server, the calls to be handled simultaneously, and the extent of the script editing. A hardware scenario is presented below which covers four SwyxServer instances each with 20 users. It is assumed there will be 1000 call set-ups per hour and per instance. Microsoft.NET Framework and WSE Runtime 3.0 For the installation of SwyxWare, Microsoft.NET Framework v2.0 and WSE Runtime 3.0 (Web Services Enhancements) are required. These components are also required for installing SwyxWare Administration and the telephony client SwyxIt!, since the SwyxWaredatabase is now accessed via the web services. All software components are available on the CD. If you start the installation from the CD, Setup checks the availability and suggests installation of these components. Please make certain that the most up-to-date Service Pack from Microsoft is installed when using the Windows system. Install the security updates provided by Microsoft on a regular basis: Hard Drive Memory and File System for SwyxWare A complete SwyxWare installation needs around 130MB disk space (80MB in the program directory and 50MB in the "Documents and Settings" directory). The files assigned to the users, such as their own call routing scripts, voic announcements, bitmap files, ringing tones or skins, are stored with Hosted SwyxWare in the database, and therefore do not add to the SwyxServer memory requirement. Prerequisite for SwyxFax In order to offer SwyxFax within the installation, the provider or his SIP interface to the public telephone network must support the T.38 protocol Back End Server (BES) Requirements The back end server establishes the connection between the individual virtual PBXs and the outside world. The limiting factor is the management of the configured voice channels. Typically, no users are configured on this server. Please refer to Licensing and reporting of the back end serverthe back end server puts the fax and voice channels into the outside world and manages the licenses. Typically, no users are created on such a back end server. In order that the voice and fax channels are not entered in duplicate in the reporting, a SwyxServer that has no more than one user is not recorded in reporting., page 46 for further information on special licensing of a back end server. Back end server CPU Memory Hard disk memory, server Requirements Dual Xeon Dual Core 3.2 GHz 4 GB for 400 voice channels via SIP or 76 channels via ISDN 130 MB Corresponds to the installation of 'normal' SwyxWare Hard disk memory, 30 MB administration Hard disk memory, tracing If you want to save trace outputs to the hard disk during operation, further disk space has to be provided for this. Memory space in the 60 MB database Network Adapter 100 MBit Software Windows Server 2003 x64 bit all available operating system updates Microsoft.Net Framework 2.0 WSE 3.0 Runtime

17 15 > System Requirements Requirements for separated SwyxGate The access to the public network can be via a separate SwyxGate. SwyxGate requires NO special hardware equipment for operation. The software can be run on all standard PCs on which Windows Server 2003 or Windows XP Professional can also be run. The hardware requirements correspond essentially to those recommended by Microsoft for the use of these operating systems. SwyxGate Requirements CPU Pentium IV, 3 GHz HT (for SX2 SinglePRI) Dual Xeon (for SX2 DualPRI) Memory 512 MB Disk Space 25 MB Network Adapter 1 GBit/s PCI Plug-In Slot one free plug-in slot for each ISDN card Software Windows Server 2003 (32 bit or 64 bit) or Windows XP Professional all available operating system updates Microsoft.Net Framework 2.0 WSE 3.0 Runtime Requirements for Front End Server (FES) On a front end server you need space for the Virtuozzo installation and the related management tools (Chapter 3.2, Virtuozzo), the clone installation that serves as a template for all virtual PBXs the virtual SwyxWare instances themselves, which can be configured by the customer (Chapter 3.1.4, Requirements of a virtual PBX). The requirements of a front end server are naturally dependent on the number of SwyxWare instances (virtual PBXs) to be installed here. The memory requirement of each individual virtual PBX is only marginally dependent on the number of users, since the user data itself (e.g. for announcements, scripts etc.) is stored in the database. The installation values from the laboratory can provide a clue here. For a front end server with a Virtuozzo installation and e.g. 6 (30) SwyxWare instances each with 20 users, where these users have not installed any further scripts in addition to the standard call handling, the following values apply: Front end server Requirements CPU Dual Xeon Dual Core 3.2 GHz Memory 4 GB (for 6 vpbx) to 32 GB (for more than 30 vpbx) Disk Space 200 GB Network Adapter dual Ethernet Board, 1Gbit/s Software Windows Server 2003 x64 Edition (for more than four virtual instances the Data Center Edition is needed) all available operating system updates Microsoft.Net Framework 2.0 WSE 3.0 Runtime Virtuozzo SP1 For the virtualization of the operating system, please note the Microsoft license conditions, e.g. at present the Standard Edition cannot be virtualized, the Enterprise Edition only four times, but the DataCenter Edition more often. You will find further information on this at

18 16 > System Requirements Requirements of a virtual PBX The requirements of a single virtual environment are not dependent on the number of users set up, since this data is all stored in the database. Indications for a single virtual instance can be given here. Please note that on a virtual instance only SwyxWare is installed, and no further applications from third-party manufacturers. Virtual PBX Disk Space SwyxServer Requirements 130 MB plus the space needed by the other software components (see below) Hard disk memory, 30 MB administration Hard disk memory, tracing If you want to save decentralized trace outputs to the hard disk during operation, further disk space has to be provided for this. We recommend at least 8 GB for each virtual environment. Memory space in the database 60 MB (initial database), and additionally the data for users that are set up Software Windows Server 2003 x64 Edition is cloned by the Virtuozzo installation from the operating system. Please note the Microsoft license conditions. Microsoft.Net Framework 2.0 WSE 3.0 Runtime Virtuozzo SP Database System Requirements The database system can be installed on a cluster. It supplies the application data for the individual virtual PBXs. The size of the system is thus dependent on the number of configured virtual PBXs. The data for the reporting is also recorded here. Requirements CPU Pentium IV, 3 GHz HT Memory 2 GB Disk Space 60 MB for each virtual PBX 5 MB for each installed user Without memory space for recorded calls! Recordings should not be stored in the database: they should go in a separate directory at the provider. Network Adapter 1 GBit/s Software Windows Server 2003, Enterprise x64 Edition Microsoft SQL Server 2005, Enterprise Edition If the database is configured as a cluster, the operating system must be at least Windows Server 2003 Enterprise and the SQL Server Enterprise must be installed in the cluster configuration.

19 17 > System Requirements Network Card(s) There are two networks present in the Hosted SwyxWare installation: the frontnet over which the customers reach their respective SwyxServer, and the backnet, which contains e.g. the back end server and the database server as well as the interfaces to other networks. We recommend using two static IP addresses for the front end server. Internally (to the back end server) it is possible also to distribute the IP address via DHCP. Externally, a static IP address for the customer is always needed. Back End Server and Database Server These servers need only an access to the backnet. 3.2 Virtuozzo The Hosted SwyxWare scenario was tested with Virtuozzo SP1 and Virtuozzo 4.0. For the management of Virtuozzo the Virtuozzo Management Console (VZMC) is recommended. That has to be licensed separately. For Virtuozzo 4.0, the management tool is called "Parallels Management Console". The program "Parallels Infrastructure Manager" (PIM) enables Virtuozzo to be administered online without restrictions. Both tools require licenses, but are included in the Virtuozzo licenses assigned by Swyx. In the following, the configuration via Management Console is therefore described. The recommendations from Virtuozzo for the Management Console (VZMC) are listed in the table below. Front end server Memory Disk Space Requirements 25 MB (5 MB per 100 virtual environments is recommended) 60 MB added to this is the necessary space for the individual virtual PBXs Regardless of the hardware used, the number of licenses for virtual instances per hardware node is limited to 100 in the software obtained by Swyx from Parallels. For further information please refer directly to the manufacturer's website: Front end server Two network cards or a dual network card should be installed in the front end servers. This provides on one side for the customer's access to his telephony server, and on the other side the access to the back end server and the database.

20 18 > System Requirements 3.3 Network Requirements and Bandwidth The IP network, in its function as a transport medium, has a significant influence on the voice quality of the telephone connections. Therefore, special attention must be paid to the configuration of the network. We recommend ensuring an adequate IP connection: at least a network with 100Mbit/ s, according to requirements a network with 1 Gbit/s. The requirements depend very much on the number of systems in use and the number of active users. For calls within a virtual PBX the media data stream is handled directly between the two terminal devices, i.e. only bandwidth in the end customer's LAN is needed for these. As well as the connection from the provider to the end customer, the connection from the provider to the SoftSwitch as ISDN interface into the public telephone network must also be considered here. Practical experience suggests the following recommendations for the bandwidth in relation to the number of users: Number of users Channels Bandwidth Mb/s Mb/s Mb/s Mb/s Mb/s Mb/s For the example of a front end server with 32 virtual PBXs and average user numbers of 20, this gives a requirement of 224 channels and, at 160 kb/s per channel (80 kb/s per media stream - two media streams are needed for a call), a bandwidth of 17.9 Mb/ s Creating an Appropriate Network Environment for SwyxServer In order for the SwyxWare telephone system to operate smoothly, the existing network infrastructure is a deciding factor in addition to the basic software and hardware requirements described above. The following provides a description of an environment that offers optimal conditions for the functioning of SwyxServer. Suitable setup of the SwyxServer PC To create optimal conditions for SwyxServer, the following should be set up: The PC, on which the SwyxWare is installed, will be configured exclusively as the telephony server. Other network services, such as server, DHCP or DNS server, should not be provided on this PC. SwyxServer is given a permanent IP address (Public IP address). Suitable setup of the network Infrastructure of the Network SwyxWare uses the Internet Protocol (IP) to transfer voice and control data. Each client and SwyxServer PC requires a unique IP address in the network. A complete layer 2 switched network guarantees an optimal transmission of the voice and control data even in the case of a large number of Swyx- Ware telephone calls or in a network with a great deal of data traffic (e.g. file transfer, HTTP, FTP) but it is not absolutely necessary. The SwyxServer PC or the SwyxGate which has been installed on a separate PC must be connected to a switch. This will ensure that there is sufficient bandwidth available for the data traffic between the telephony clients (SwyxIt! or SwyxPhone) and SwyxServer. Quality of Service In order to improve the voice quality, the use of Quality of Service in the network is advantageous. Especially with narrowband connections (e.g. home connections), the prioritization of the packets is important for voice transmission. SwyxWare also supports QoS for RTP and SIP packets. The following Knowledgebase article describes in detail the procedure: Support of QoS (Quality of Service) (kb2340)

21 19 > System Requirements DHCP (Dynamic Host Configuration Protocol) If the IP addresses for the telephony clients (SwyxIt! and SwyxPhone) are to be distributed automatically, a DHCP server which is in the customer's network can be used. This distribution offers the following advantages: Unique assignment of IP addresses in the network Automatic transmission of the SwyxServer IP address to the clients To find out how to install a DHCP server and how to configure it for the use of telephony clients, see the SwyxWare documentation. DNS (Domain Name Service) An Active Directory requires a DNS Server located in the network. The Active Directory uses DNS as a locator service, which helps to assign the names of the client s FQDN (Fully Qualified Domain Name), domains, locations and services in the Active Directory of an IP address. If there are SwyxIt! instances in the network which are installed on the operating system Windows Vista, please use DNS to assign the IP addresses. If the above mentioned components are correctly configured, SwyxWare will be provided with an optimal environment. Link-up of the customer terminal devices We recommend linking the customer terminals via VPN (Virtual Private Network) to the virtual PBXs. This is especially necessary if the customer uses a SwyxPhone or wants to implement a DECT link. Such a VPN link further ensures greater security for both sides (provider and customer). 3.4 Mail Server for Voic To deliver voic s you will need an SMTP mail server that can be contacted by SwyxServer. The SMTP authentication (user name and password) will be supported. In order to remotely check Voic s, the mail server must support IMAP4 protocol. During remote inquiry, SwyxServer uses this protocol to access the user s mailbox, in order to play the voic s stored there upon demand. 3.5 Microsoft Exchange Server for Call Management With the Call Routing Manager, SwyxWare further offers calendar-based call management. If you would like to take advantage of this, you must have a Microsoft Exchange Server which is accessible via the MAPI interface. In order to ensure this, please install the Microsoft Outlook Client on the SwyxServer. For further information, please refer to the SwyxWare Administrator documentation. 3.6 Lotus Domino Server for Call Management If you have a Lotus Notes environment, you can also carry out an integration for calendar based call management. For further information, please refer to the SwyxWare Administrator documentation.

22 20 > Scenario > 4 4 Scenario Area of application of Hosted SwyxWare SwyxWare can be used in a very wide range of scenarios. Only one subset will be considered in this documentation: Hosted SwyxWare. This is SwyxWare which gives providers the option of offering SwyxWare as a solution which can be offered in freely scalable form by a provider as a service to other companies. Image 4-1 An overview of SwyxWare's areas of application

23 21 > Scenario 4.1 Overview For a provider, the specific environment created by the supported services is of interest: 4.2 Components of Hosted SwyxWare The various Hosted SwyxWare components are installed at the provider in the back and front networks. Image 4-2 Hosted SwyxWare Various possibilities arise: A - Hosted Company The telephony clients in a company are interfaced directly to Hosted Swyx- Ware, i.e. SwyxWare set up at a provider and hosted there. B - Private User, Home Office with SwyxIt! Individual telephony clients are linked via a SIP connection to the Hosted SwyxWare. C - Company with SwyxWare A company that already uses SwyxWare as a telecommunication system can be linked via a SwyxLink to the provider's Hosted SwyxWare. Image 4-3 Overview of a complete Hosted SwyxWare installation Within his network, a provider installs one or more front end servers (FES) in the socalled front network. On each front end server, several SwyxServers are installed with the help of Virtuozzo. Each of these SwyxServers is assigned to a customer. The

24 22 > Scenario provider's customers connect their telephony clients to 'their' SwyxServer, which is installed on such a front end server. In the back end network, which cannot be reached by the customer computers, are one or more back end servers and the database server. The database server in turn can be installed on one or more PCs in the form of a cluster. The front end servers are connected via a SwyxLink to the back end server. The back end server manages the reporting mechanism and the connections to the outside world. For example, several PCs each with a SwyxGate can be installed here, in order to provide access via the built-in ISDN cards to the public telephone network. On the other hand, the back end server also supplies the access to the Internet or to other SIP providers (Soft-Switch) via the LinkManager. Connection to the Customer, Firewall The connection to the customer is provided via an IP route, which in most cases (as soon as SwyxPhone is used) is implemented through a VPN. Suitable VPN systems should be used for this; they will usually already provide a firewall on both sides.

25 23 > Installation 5 Installation Initial installation and configuration of Hosted SwyxWare 5.1 Overview A complete Hosted SwyxWare scenario consists of at least one back end server (licensing server) and multiple front end servers. Multiple virtual instances (VEs) are set up on the front end servers with the help of Virtuozzo. A clone template is created, which already contains a SwyxServer, a SwyxWare Administration, possibly SwyxFax, a user 'Administrator' and feature profiles defined by the provider. Thereafter for each customer the clone template will be copied and named accordingly. This customer instance will be bound to a - copied- database and afterwards customer specific configured. For further information please refer to chapter 2, The Basics, page11. The following specific actions must be executed. You will find references to the detailed instructions for every step. Knowledge of the SwyxWare Administrator documentation is assumed for the configuration of SwyxWare. No. Step Explanation 1 Preparation of the systems (FES, BES) Back end system Operating system with current service packs and updates.net 2.0 WSE network card Front end system Operating system with current service packs and updates Virtuozzo.NET 2.0 WSE network cards Make certain that the necessary hardware and software conditions have been fulfilled. For further information please refer to chapter 3.1, Hardware and Software Requirements, page14. 2 Network Check your network in order to guarantee interference-free transmission. For further information please refer to chapter 3.3, Network Requirements and Bandwidth, page Install Microsoft SQL Server 2005 Install a Microsoft SQL 2005 server on a separated PC (cluster). Create the following databases: database for the reporting a database for the back end system for the front end template a database, from which all further databases are then duplicated. Configure the access rights (DB user). For further information please refer to chapter 5.4, Installation of a separated database, page 25.

26 24 > Installation No. Step Explanation 4 Install back end system 5 Virtuozzo installation 6 FES: Create clone template 7 Database for customers 8 FES: Customer installation 9 Adaptation of the customer installation Install a SwyxServer as back end server (licensing server) and the SwyxWare Administration. Configuration of the SwyxLink trunks of the BES: Use only canonical numbers for the forwarding to the FESs For each trunk configure "Signal the unassigned number / URI" Configure NO public number limitation For further information please refer to chapter 5.5, Installation of a licensing server (back end server), page25. Install Virtuozzo on the front end system for the virtual environments. For further information please refer Installation of Virtuozzo, page27. Create a complete SwyxWare installation on a virtual server. As database, use the database already created for the front end template. For further information please refer to chapter 5.8.2, Creation of the clone template for a virtual PBX,page27. In particular, create the administrator profiles and the feature profiles which you want to use later on all customer servers. For further information, please refer to the SwyxWare Administrator documentation. Before creating a customer server, duplicate the FES template database. For further information please refer to chapter 5.4, Installation of a separated database, page25. Use the clone template to create a SwyxServer for a customer. Specify the database created for the customer. For further information please refer to chapter 5.9, Creation of a customer installation, page 29. Adapt the cloned SwyxServer installation with the help of IPPBXConfig.For further information please refer Configuration with IpPbxConfig, page 29. No. Step Explanation 10 Configure SwyxLink 11 Further customer installations 12 Additional FES 13 Create gateways 5.2 Concept of a Number Plan Make sure that a flexible, sustainable number concept is designed before Hosted SwyxWare is installed. In doing so, consider which numbers can be supplied by the provider for the customer and the assignment of these public numbers to the internal numbers within a customer installation. 5.3 Mail Server Create a SwyxLink from the customer's SwyxServer to the back end server. For further information, please refer to the SwyxWare Administrator documentation. Create further databases and (using the template) SwyxServers for further customers. Install further FES as necessary. For access to the public telephone network (ISDN) and to other SIP providers, install suitable gateways (SwyxLink- Manager or SwyxGate) on the back end server. For further information, please refer to the SwyxWare Administrator documentation. 14 Further BES Install further back end servers if necessary, e.g. for setting up separated gateways. For the voic functionality and the reporting (licensing server), you will need an SMTP mail server. When installing SwyxServer you will need the name of the mail server, e.g. Mail.company.com. For further information, please refer to the SwyxWare Administrator documentation.

27 25 > Installation 5.4 Installation of a separated database Create a separated Microsoft SQL database for user administration for each SwyxServer included in a Hosted SwyxWare installation (FrontEnd and BackEnd). The users configured for this SwyxServer are managed in this database along with all other server parameters. It is recommended to use the template database which already contains profiles, an administrator and other pre-configured parameters. After the first configuration this database can be copied for every server you want to create using the Backup&Restore mechanism. When installing the SwyxServer you then give the instance name and the name of this database. The configuration wizard creates the necessary database schema for SwyxServer when configuring the SwyxServer. Please note that the backup and restore function that can be used in the SwyxWare variant for businesses is not applicable for the Hosted SwyxWare. This backup cannot be used since the database is not installed locally on the same PC, but was implemented as a separated database. Please use the SQL server backup mechanism for the Hosted SwyxWare. database for the reporting For the daily data entry by the licensing server, a reporting database is needed. Data is collected here within the entry period (one month). The reporting uses the data of this database and this will be sent by both to the provider and to Swyx. For further information please refer to chapter 7.2, Reporting, page 43. Access rights for the databases SwyxServer needs only restricted rights for database access. During the installation, the Configuration Wizard awards the necessary rights (db_datawriter; db_datareader; IpPbxUser) to the user account under which SwyxServer will later access the database. Please note that for copied databases the access rights must then be manually assigned. Alternatively, the Configuration Wizard can also be run again here. 5.5 Installation of a licensing server (back end server) The first SwyxServer you install should be a back end server, the licensing server in fact. This server manages the Hosted SwyxWare license, so that there is no further license entry for further installations of the front end servers. If necessary you can also create more back end servers later, e.g. for linking to SoftSwitches. In these installations you reference the previously existing licensing server for the license. Preparation Before the installation of the licensing server, create two databases: SwyxWare database All the SwyxWare data is stored in this database: user parameters, trunk group parameters etc. If the license server is used only for administration of the licenses and the trunks and trunk groups, the database will remain small (see Licensing and reporting of the back end serverthe back end server puts the fax and voice channels into the outside world and manages the licenses. Typically, no users are created on such a back end server. In order that the voice and fax channels are not entered in duplicate in the reporting, a SwyxServer that has no more than one user is not recorded in reporting., page46). Reporting database This database is exclusively for the entry of the reporting data. How to install a licensing server (back end) 1. Log on with a user account which has local administrator rights. 2. Start the Hosted SwyxWare installation. You start the installation from the CD using the link on the server installation page or from the command line. In the command line enter: msiexec.exe /i setup.msi HOSTED=1 3. Please refer to the SwyxServer documentation for the individual steps in the installation of the SwyxServer. In particular enter during the server configuration the created SwyxWare database Enter the user account and the password with which the server should access this database. the database created for the reporting, and enter the user account and password with which the reporting service should access this database. 4. Then enter the license key.

28 26 > Installation 5. Configuration of back end server SwyxLink: Use only canonical numbers for the forwarding to the FESs For each SwyxLink to the FES configure "Signal the unassigned number / URI" Configure NO termination of public numbers on this back end server. How to install a further back end server If a licensing server is already present within the installation and you want to create another back end server, the installation is similar to that of a SwyxServer. Specify the licensing server during the configuration of this server.. For further information, please refer to the SwyxWare Administrator documentation. The installation of a standby server for the back end server does not take place here, since a standby SwyxServer as in the company environment is not involved. If you want a standby system for a back end server on redundancy grounds (and we recommend this), you have to create an identical copy of the existing back end server on new hardware (same IP address and computer name etc.). The simplest way to create the copy is to make use of a system which is identical in hardware to the existing back end server, and install an image of the existing system there. If the back end server now fails, the copy of the system can simply be activated in the network. License Key For Hosted SwyxWare, only one license key is needed. This is already input during the installation of the licensing server The front end servers obtain their legitimation from the licensing of the licensing server. The permanent license key for Hosted SwyxWare is requested after the installation of the licensing server. Start the licensing server for this, and under the server properties open the "Licenses" tab. Click on "Create request" to start the process for requesting a permanent license. Hardware parameters of this PC are linked with the temporary license key, and the customer data is entered. For further information, please refer to the SwyxWare Administrator documentation. The permanent license key is sent to you by Swyx. Please note that the temporary installation expires after 30 days. The licensing remains valid so long as the reporting is active. For further information please refer to chapter 7, Licenses, page43. License key for a cold standby server If you want to use a cold standby server, i.e. a substitute server which is an identical copy of the licensing server and is activated if the original fails in the network, you need a second license key for this server. This license key too is obtained from Swyx. Please note that the cold standby server's license must also be made permanent. The limited license expires in any case 30 days after installation, meaning that the server cannot be operated afterwards. 5.6 Installation of SwyxWare Administration The SwyxWare Administration can be installed on one or more PCs within the network. To find out how to install the administration, please refer to the SwyxWare administrator documentation. If you want to make changes to a SwyxServer, open the SwyxWare Administration and connect to the server you want to amend. You can change all present and active SwyxServers in this way. Please note that you must have the corresponding rights for the administration of a server. For further information please refer to chapter 6, Administration,page Configuration of a back end server (BES) After the installation of a back end server, the following should be configured: Trunk groups and trunks Installation of SIP or ISDN trunk groups and trunks to establish the connection to the outside world. For further information, please refer to the SwyxWare Administrator documentation. Reporting (for a licensing server only) Set up the reporting under the server properties on the "Usage report" tab. For further information, please refer to the SwyxWare Administrator documentation. License key (for a licensing server only) Make the license key permanent under the server properties on the "Licenses" tab. For further information, please refer to the SwyxWare Administrator documentation.

29 27 > Installation Please note that the temporary installation expires after 30 days. 5.8 Installation of a front end server (FES) Multiple virtual PBXs are set up for different customers on a front end server. The installation is carried out in several steps: Installation of the operating system Windows 2003 Server including Service Pack 2 Installation of.net2.0 and WSE 3.0 Runtime Installation of Virtuozzo 4.0 Installation of the operating system updates and the Virtuozzo updates, if this was not already done during the installation Creation of the clone template for a virtual PBX Creation of a customer installation Configuration of a customer installation by the provider Installation of Virtuozzo The installation of the operating system is followed by the installation of Virtuozzo. The necessary steps are only briefly explained in this documentation. For more information, please read the documentation for the Virtuozzo software. You can also obtain further information on the website For the installation of the Virtuozzo server, please have ready the file with the Virtuozzo server license, and the Windows 2003 Server CD. How to install Virtuozzo on a front end server 1. Install a Virtuozzo server. Read the license agreements and specify the required parameters, such as customer information, directories etc.. 2. Configure the Virtuozzo server with the help of the configuration wizard. The current updates are directly downloaded and installed. This may take some time. After this, a password is set, and the corresponding Virtuozzo templates ("Windows 2003 Server R2" and "Windows 2003 Server SP2") are installed. 3. Enter the license for the Virtuozzo server. Virtuozzo will try to activate the license automatically. If the activation should fail, try to activate the license manually. For further information please refer to the Virtuozzo documentation. 4. The configuration is then completed. 5. In the network configuration of the host system (hardware nodes), create two virtual networks. Each network is assigned to a physical network interface (a network adapter each for frontnet and backnet). The Virtuozzo management console (PMC) is automatically installed at the same time Creation of the clone template for a virtual PBX With the help of Virtuozzo it is possible to create a virtual instance, which serves as a template for further virtual instances. On this virtual instance, both the necessary operating system installations are carried out, and also the corresponding SwyxWare installations, which are the same for all virtual PBXs. How to install a clone template 1. Open the Virtuozzo management console (PZMC). 2. Create a new Private Server: In the shortcut menu, choose creation of a new Virtual Private Server. Recommendation for the settings of the services for the Private Server: > CPU units: 1000 pcs (default) > Disk space: min. 3,000,000 1K blocks > Number of processes and TS sessions, VPS memory: unlimited A wizard will guide you through the creation. You enter the basic parameters such as a unique name for this instance, an ID, the operating system template "Windows 2003 Server R2" and "Windows 2003 Server SP2", and a password. Two virtual networks were already created during the creation of the host system (see How to install Virtuozzo on a front end

30 28 > Installation server, page 27, step (5)). Both the virtual network cards must be configured in 'Bridged Mode'. Under Auto boot and Login, activate the offline management, broadcast and the QoS Packet Scheduler. After the displayed overview is confirmed, a corresponding virtual instance is created. 3. Start a Remote Desktop session for the created instance under the local administrator account. 4. Create further hard disks (drives) if you want. 5. Configure a further network card for the virtual environment: To do this, open the properties of the virtual environment in the server, and switch to the "Network" tab. Enter a second IP address and the associated Subnet Mask, needed for the backnet. Add the DNS server for this backnet. Activate the corresponding physical interface in the list of network devices. Then make sure from the virtual environment that both network accesses are accessible from the virtual environment. 6. In the server configure the two virtual network adapters in 'Bridged Mode'. Activate QoS manually for the second network adapter. Connect to the virtual instance, open the operating system configuration and activate the QoS Packet Scheduler in the properties of the adapter. Check the routing table of the virtual environment. If two standard gateways are listed there, delete the gateway that leads to the backnet. On the host system (hardware node) you can do this directly from the command line (not from a virtual instance). Use the Virtuozzo command line tool: vzctl set [ContainerID] --netif [NetworkadapterID] --gateway "" If you delete the gateway in the Windows settings, it will be restored after a restart. So please use the Virtuozzo program, which correspondingly modifies the configuration file of the virtual environment. 7. If you want to manage the instances later as members of a domain, then include the instance as a member in the domain, and restart the instance. After the restart, enter the domain user in the instance as local administrator, to enable you to install further software. 8. Preparations for the SwyxWare Install the operating system requirements for SwyxWare: -.Net WSE 3.0 Runtime 9. SwyxWare Installation Then install SwyxServer. For further information, please refer to the SwyxWare Administrator documentation. After this you install the corresponding SwyxWare Administration. For further information, please refer to the SwyxWare Administrator documentation. The SwyxFax Server can then be installed. For further information, please refer to the SwyxWare Administrator documentation. 10. In the SwyxServer, create the parameters that are the same for all virtual PBXs. The following parameters are recommended: Administrator Create a user which has all SwyxWare administrator rights. Location Create the provider's location as a location in the SwyxServer. This is necessary for limiting the number of calls between locations (interlocation call limit). Feature Profiles Create different feature profiles, which can be assigned later to a customer's end users. These feature profiles represent the usable functions (options) which are later summarized in the report which is sent. For further information please refer to chapter 6.4, Feature Profiles, page 41. Trunk group Create a trunk group with the type 'SwyxLink', which connects the SwyxServer to the back end server (provider location). The trunks for the voice channels and fax channels can be created within this trunk group later. STUN server The STUN server is the same for all customers. Configure this STUN server for SwyxIt! in the server properties on the "Client Settings" tab. Parameters of all FES If you also want to specify further settings that are common to all other

31 29 > Installation front end servers, configure these settings now. Then pause the Virtual Private Server. The server can be reproduced (cloned) only in the paused state. This prevents all services being started immediately when a cloned server is started. 11. Delete used IP addresses from the VE configuration. 5.9 Creation of a customer installation If you want to create a new server instance (virtual PBX) for a customer, copy the existing database of the template for this customer (see also chapter 5.4, Installation of a separated database, page 25) and generate a clone of the SwyxWare template. How to generate a new virtual instance 1. Starting from the database of the clone template, and using the Backup&Restore mechanism, create a database for the customer. 2. Open the Virtuozzo management console (VZMC). 3. In the shortcut menu, choose "Tasks Clone". 4. Give an IP address, or an IP address range for the clone template(s) in the case of multiple new instances. 5. Corresponding clones will be created, but all with the same host name. 6. Open the properties of a virtual private server and change the name to a unique name. 7. Start the virtual instance and then trigger a restart (reboot via cmd-line 'vzctl restart <ID>')..NET Framework then adopts the new host name. The SwyxServer installed there accepts the new name of this instance too. 8. Create a new registration key under "HKLM\Software\Wow6432Node\Swyx\General\CurrentVersion\Options" with the name "LocalIpAddress" (REG_STRING), and enter the frontnet IP address of the virtual environment. 9. Check the settings of the time zone. If one domain is used for all systems, synchronization takes place over the domain. Otherwise the administrator must check all settings. 10. Configure the SwyxServer with the help of the program IpPbxConfig, and specify the new customer data (see Configuration with IpPbxConfig, page 29). Alternatively, start the Configuration Wizard, which will prompt you for all the necessary parameters. Assign the virtual PBX at least one other license ID with the command "ippbxconfig /r", so that this will be entered in separate reporting. 11. Configure all SwyxWare services so that they are automatically restarted 12. Open a SwyxWare Administration and connect to the new system (local and remote). 13. In the SwyxWare Administration, change the SIP Realm in the server properties on the "Client Settings" tab (see SIP realm of the clients, page 31). This realm must be unique. 14. Create a locally managed SwyxLink, which connects the front end system to the back end server. Check the registration and the record types in the SwyxWare Administration (see SwyxLink connection to the back end server, page 31). 15. Then define the further parameters for this customer (see chapter 5.10, Configuration of a customer installation by the provider). Configuration with IpPbxConfig IPPbxConfig is a program that is called from the command line. It is used for giving new cloned SwyxWare the corresponding unique parameters, e.g. name of the database and user. The database that was also copied for this clone is used here. You will find IPPbxConfig in the SwyxWare program directory. You have the following options here: Parameters Explanation /? Displays an overview of the available parameters of IpPbxConfig. /v Displays the current configuration of the SwyxWare database and the reporting database. /ii <SQL Server name> Name of the SQL Server instance Gives the name of the SQL Server on which the SwyxWaredatabase for this PBX is installed. Example: /ii <SQL-Srv> <Name of the PC on which an SQL Server instance is installed> (global instance) /ii <SQL-Srv\Instance> <Name of the PC on which SQL Server instances are installed \ Name of the instance> (named instance)

32 30 > Installation Parameters Explanation Example 1: /di <Database name> /ui <User> /pi <Password> /ir <SQL Server name> /dr <Database name> /ur <User> Name of SwyxWare database Sets the name of the SwyxWare database for this PBX. Name of the SwyxWare database user Gives the name of the database user under whose user account the PBX accesses its database. This user must be a member of the database roles "db_datareader", "db_datawriter" and "IpPbxUser". Password of the SwyxWare database user Sets the password belonging to the SwyxWare database user. Name of the SQL Server instance * Gives the name of the SQL Server on which the reporting database for this PBX is installed. Name of the reporting database* Sets the name of the reporting database for this PBX. Name of the reporting database user* Sets the name of the database user under whose user account the PBX stores the reporting data. This user must have writing and reading rights. /pr <Password> Password of the reporting database user* Sets the password belonging to the reporting database user. /r Generates a new license ID for the virtual PBX ATTENTION: This PBX will afterwards be recorded under a different ID in reporting! /l Local security settings Sets the settings and permissions of the SwyxWare services for the new virtual PBX. /start Starts all SwyxWare services /stop Suspends all SwyxWare services /ex Outputs expanded error messages /y Silent installation IpPbxConfig will run without making further inquiries. *. These values can only be set when the reporting is activated on this server. Connect e.g. the server 'CustomerA' to the database 'DB_CustomerA' on the SQL Server 'DB_ServerA_F'. In doing so, you also specify the name of the database user 'DBUser_CustomerA' and his password 'Password_DB_CustomerA'. IpPbxConfig /ii DB_ServerA_F /di DB_CustomerA /ui DBUser_CustomerA /pi Password_DB_CustomerA Example 2: To restart all SwyxWare services without inquiry, enter: IpPbxConfig /stop /start /y

33 31 > Installation 5.10 Configuration of a customer installation by the provider After the creation of a virtual PBX, you can still configure this further. It is essential to create the following parameters: Customer administrator A user must be created with the right to create and manage the users. All other users can then be created and managed by the customer himself. SwyxLink connection to the back end server A SwyxLink connection is set up to the back end server, and managed locally on the customer side. The name must be unique. All connections to the outside world are made via this trunk group. The customer's numbers and corresponding SIP URIs are assigned to the SwyxLink connection to the back end server. Open the "Routing Records" tab in the properties of the SwyxLink trunk group for this. SIP realm of the clients The realm for this customer must be entered in the server properties on the "Client Settings" tab. This realm is then used by default for all users of this server. Directory for recordings Specify the directory in which a user's recordings will be stored. You can use placeholders here, such as [user_name]. For further information, please refer to the SwyxWare Administrator documentation. We recommend the use of the canonical form for the numbers in routing records. It means that a unique correlation e.g. to the outgoing trunk group is recognizable for the administrator too. The numbers or the SIP URIs are specified in the properties of the trunks belonging to this trunk group. Numbers The internal numbers must be assigned to external numbers. Otherwise the internal lines cannot be reached by external subscribers.

34 32 > Installation Specify concurrent calls for a location You can specify in the SwyxWare Administration how many calls (incoming and outgoing) can be made simultaneously from one location to other locations. The number of interlocation calls will be collected as well as the number of the speech channels. Please note that a further voice channel will be needed for setting up conferences between two locations. Thus if a location is connected with three employees and these three employees want to hold an internal conference, you need a maximum number of four between locations. Configure a SwyxFax user SwyxFax users are set up by the assignment of fax numbers to the user "SwyxFax" in the SwyxWare Administration. These numbers can then be used for sending fax documents. Forwarding of incoming fax documents to the users is configured in Hosted SwyxWare by the provider's administrator. The assignment between the dialed fax number and the address to which these fax documents are to be sent must be entered in the SwyxFax Administration for this. For further information, please refer to the SwyxWare Administrator documentation Configuration of a customer installation by the reseller The administrator of a reseller has the profile 'Reseller Administrator'. This administrator profile is provided specifically for resellers. It allows complete configuration of a SwyxServer. The only exception is the configuration of trunks and trunk groups. The reseller is thus enabled to: set up server properties such as the music on hold, standard voic announcement mail server configuration standard SIP logon parameters, realm skin selection, trunk recording assignment of SwyxPhones and PhoneController saving of Call Detail Records (CDRs) SwyxPhone firmware update specify feature profiles set up call permissions make number mappings specify licensing server assign administration rights for customer administrators etc. disable logons and new calls supply new firmware for the SwyxPhone assign the fax numbers of all fax users to the user 'SwyxFax' The forwarding of the incoming fax documents by to the relevant users must be handled directly on the virtual instance with the help of the SwyxFax Administration. You will find a complete detailed listing of a reseller administrator's options in chapter 6.1.2, Overview of the various administrator levels, page39. Installation of SwyxIt! and SwyxPhone The terminal devices must be installed directly at the customer. The customer's administrator can also do this on site.

35 33 > Installation 5.12 Configuration of a customer installation by the customer The customer administrator has the right to create and manage users. In detail, he can: create users and groups set up server properties such as the music on hold, standard voic announcement mail server configuration skin selection, assignment of SwyxPhones and PhoneController saving of Call Detail Records (CDRs) SwyxPhone firmware update set up call permissions make number mappings disable logons and new calls read firmware for the SwyxPhone assign administration rights for user administrators etc. assign the fax numbers of all fax users to the user 'SwyxFax' The forwarding of the incoming fax documents by to the relevant users must be handled directly on the virtual instance with the help of the SwyxFax Administration. You will find a complete detailed listing of a customer administrator's options in chapter 6.1.2, Overview of the various administrator levels, page39. Scripts (importing and editing) The customer administrator can import, create and edit scripts for the users and groups for Extended Call Routing (Call Routing Manager or Graphical Script Editor). Please note that for script editing you can use only the SwyxWare Administration. The SwyxWare Web Administration does not offer this option. Assign fax numbers To assign a fax number to a subscriber, assign the relevant number to the SwyxFax user in the SwyxWare Administration. You add the type of fax forwarding ( , direct, or printer output) in the SwyxFax Administration. For further information, please refer to the SwyxWare Administrator documentation. Create user If a logon as customer administrator occurs at the customer server, users can be created and administered by the customer himself. For information on how users are created, please refer to the documentation on SwyxWare Administration. Users can also be imported directly with the UserImportAssistant. You will find this tool on the CD under Tools\UserImportAssistant. For further information, please refer to the SwyxWare Administrator documentation.

36 34 > Installation 5.13 Installation of the SwyxWare Web Administration The SwyxWare Web Administration allows changes to the user and group configuration. This makes it the appropriate instrument for the customer administrator making changes within the SwyxWare from a web application. The SwyxWare Web Administration can be installed either on the virtual machine or on your own PC. This is how you install the SwyxWare Web Administration The following requirements must be met: Internet Information System (IIS).Net 2.0 WSE 3.0 Runtime ASP.Net v activated (Web Service Extension allowed ) 1. Execute the Setup of the SwyxWare Web Administration. Specify WebAdmin as the installation directory. 2. Check the configuration of the SwyxWare Web Administration in the IIS: 3. To do this, open the local PC or the VE in the IIS Manager ("Start Programs Administration Internet Information Services Manager"): Under "Websites Standard WebSite", "WebAdmin" should be set. The standard site should be set up: Under "Websites Standard WebSite WebAdmin Properties Documents", Default.aspx must be set as Standard content page. Check whether the IIS standard website is started (on "Websites Standard WebSite WebAdmin": Stop is grayed out). Check whether Application pools is started under "Internet Information Services Manager Application pools DefaultAppPool": Start is grayed out. 4. In a web browser, open the site: 5. If you want remote access to the SwyxWare Web Administration, make sure that the proxy configuration is correct. For further information, please refer to the SwyxWare Administrator documentation Installation of SwyxFax At present it is not possible to clone SwyxFax on a virtual environment. So on every VE on which the SwyxFax should run, a separate SwyxFax installation should be carried out. This is how you install the SwyxWare Web Administration The following requirements must be met: SwyxWare is already installed on the VE. There is a trunk group to the back end server. 1. Create a user in the server with the type Fax (e.g. SwyxFax). 2. Configure a new trunk 'Fax Trunk' within the trunk group which leads to the back end server. For this trunk, configure the code 'Fax/T.38'. Select all other parameters as for the other trunks to the back end server. 3. Perform the SwyxFax Server installation. A separate fax installation is needed for each customer server. 4. The Fax configuration wizard then starts: Choose a local user account for the fax server. For the integration, choose the fax user (e.g. SwyxFax) in SwyxServer. 5. In the SwyxFax Administration, specify the forwarding of the fax documents for each fax number ( , printer or SwyxFax Client). 6. Then start the SwyxFax Server from the SwyxFax Administration. With immediate effect, it is possible to send or receive fax documents. All sent and received fax documents can be detected in the SwyxFax Administration Backup of a SwyxFax Server installation To back up an existing SwyxFax installation, both the SwyxFax Server settings and all stored documents on the SwyxFax Server must be backed up. This is how you back up a SwyxFax installation 1. The following registration keys must be backed up for SwyxFax. For the backup, use a script which uses 'reg.exe'. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Swyx\FaxH323 HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Swyx\FaxPrint ergateway HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Swyx\FaxServ er

37 35 > Installation 2. The received fax documents must be backed up. You will find these under C:\Documents and Settings\All Users\Application Data\Swyx\SwyxFax Server\Queue\ (Standard). Alternatively you can find the directory to be backed up in the registration under HKEY_LOCAL_MACHINE\SOFTWARE\Swyx\FaxServer\CurrentVersion \General\(REG_SZ) QueuePath. 3. As an alternative to (2), the incoming fax documents can also be stored in a directory in the network. Configure the path in this case e.g. \\<systemname>\<share-name>). For automatic backups you can use the BackUp Scheduler Update of the Virtuozzo environment Before you update the Virtuozzo installation, please read the relevant Parallels guide with care. VzWindowsUpgrade.pdf Make sure that a valid software update license for Virtuozzo is installed. Download the appropriate Virtuozzo 4.0 container for your system (32Bit or 64Bit) and start the installation. Further advice can be found in the Knowledgebase under Update of an existing Hosted SwyxWare installation from Virtuozzo to Virtuozzo Update of an existing Hosted SwyxWare scenario If a complete Hosted SwyxWare scenario already exists, this can be updated with new software versions. Existing installations of Hosted SwyxWare can be updated with the current version. For further information please refer to chapter 5.16, Update of an existing Hosted SwyxWare scenario,page35. The current software version of Virtuozzo is Version 4.0. Existing Virtuozzo installations with Version 3.5.1, which were installed together with a first Hosted SwyxWare, can install the new Version 4.0. For further information please refer to chapter 5.15, Update of the Virtuozzo environment, page 35. This is how you update a Hosted SwyxWare scenario 1. Back up all existing databases (databases of the front end systems, of the back end system, and the reporting database). 2. If you want to update all installations with a new FES template, you can use the program 'IpPbxDBSchema.exe' on the licensing server. Please contact Support for this. Alternatively, if only a few systems are present, you can also update each front end system separately. But remember that for each new system a current template is needed. 3. Update the SwyxWare on the back end system. 4. Create a new Virtuozzo template. 5. Create a new database for this template. 6. Install the new SwyxWare version on the template. 7. If you have a Virtuozzo 4.0 installation with two virtual network cards in bridged mode activate QoS for the second adapter manually, by activating the QoS Packet Scheduler in the operating system configuration in the properties of this network card Check the routing table, for whether two standard gateways are specified there. In this case, delete the gateway that leads into the backnet to the back end server (vzctl set ID --netif venet0 --gateway ""). 8. Install the new SwyxWare Administration version on the clone system.

38 36 > Installation 9. Configure the clone system (see also chapter 5.10, Configuration of a customer installation by the provider, page 31): Create a user 'Administrator'. Specify the provider's location (for the calls between locations). Create a trunk group to the provider's location. Configure a STUN server for SwyxIt!. You can configure further parameters here, which should be the same for all virtual servers (e.g. feature profiles). 10. Bring down the clone system. 11. Delete the used IP addresses in the VE configuration. 12. With the help of the clone system, create as many virtual environments as you need in order to update all customer installations. 13. Update the individual customer installations: Suspend the customer installation (vfes). Rename the vfe (e.g. <Name>_old) Start the program 'IPPbxDBSchema.exe' on the back end server to update the customer databases. To do this, select the associated database from the list and click on "Update". Deactivate the Autostart of the old customer installation. Remove the IP addresses. Configure a new system for the deactivated customer system as follows: - Enter the IP address(es) of the customer system - Create a registry entry "LocalIpAddress" under "HKLM\Software\Wow6432Node\Swyx\General\CurrentVersion\Option" and enter there the IP address of the VE in the frontnet. - Start the virtual environment and restart the system, e.g. by entering "vzctl restart <ID>" in the command line..net thus recognizes the new system name 14. Make sure that all Hosted SwyxWare systems have the same time (e.g. GMT). If you use one domain for all systems, this is synchronized through the operating system. Otherwise please check the time settings in each system yourself. 15. Use IPPbxConfig (see Configuration with IpPbxConfig, page 29) to assign the customer instances to your databases / to the corresponding database users: IpPbxConfig.exe" /di "<DB-Name>" /ui "<User>" /pi "<Password>" /l /r /start /ex /y 16. Log off from the customer system.

39 37 > Administration 6 Administration Administration of Hosted SwyxWare Especial for Hosted SwyxWare the administration and feature profiles were established. The administration profile defines if a user is allowed to connect to a SwyxServer via SwyxWare Administration and which changes he can make. The feature profile defines which advanced SwyxWare options are available for this user. If the user is allowed to configure ( e.g. SwyxMobile) or start ( e.g. SwyxECR) theses options by himself is defined by an administrator in the user profile. 6.1 Administration profiles In addition to the administrator with all rights, there is the option of setting up additional administrators whose rights are restricted to certain applications. Only those parts of the administration for which the user has the appropriate rights are displayed. For example, a user administrator will not see any trunk groups in the Administration tree view and therefore cannot administrate them. As default, the profile "Not administrator" is assigned to a user on creation. If you want to change this, open the user properties and assign a different profile to the user. Administration Profiles in the Standard Installation You are already supplied with a few simple administration profiles in the standard installation. It is not possible to create new profiles in the present version. Administration profile System Administrator Backoffice Administrator Reseller Administrator * Description These administrators have unrestricted access to SwyxWare. These administrators have all the necessary rights for configuring SwyxServer. Above all, these administrators can create or alter feature profiles. This profile allows complete configuration of the server properties. Especially new function profiles could be created. Only the trunk and trunk group configuration is excepted. Administration profile Customer Administrator* User Administrator User Operator Call Status Operator Phonebook Operator No Administrator Description This profile allows partial configuration of the server properties. Especially the trunk configuration, feature profiles and change log can be displayed. You can configure Calling Rights and Locations and also change global files. This administrator can undertake all configurations for users and groups. You can assign the numbers and administrator profiles and configure group parameters. The exceptions here are the trunks and trunk groups, and the feature profiles. This administrator is able to change user properties as well as create or delete users. These rights are typically needed by an administrator who is not meant to change the system configuration. This administrator can see the current call status in the administration, e.g. whether calls are being made at present. This right allows only editing of the global phonebook, e.g. by the addition or amendment of phone numbers that are important throughout the company. This profile is the default profile for new users. Therewith the user can log on via SwyxWare Web Administration as user and change his own parameters ( *.This function is only for Hosted SwyxWare available. Table 6-1 Administration profile (Standard)

40 38 > Administration Administration profiles in the Standard Installation A general distinction is made between administrators of the Hosted SwyxWare (providers and resellers) and the customer himself. Administrators of the Hosted SwyxWare These administrators configure the complete Hosted SwyxWare. These are usually the administrators of the provider or the reseller. Only local administrators and Windows user accounts selected by the provider are granted this right. User accounts of a customer are not permitted here. The following specific administration levels arise: System Administrator These administrators have unrestricted access to Hosted SwyxWare. The target group is the administrators of the provider or the reseller. Local administrators of the Windows Server always have the rights of a Hosted SwyxWare administrator. Further Windows user accounts can be added. These administrators also have the right to assign administration profiles to other users. Backoffice Administrator These administrators have all the necessary rights for configuring Hosted SwyxWare. Above all, these administrators can create or alter feature profiles. The only exception is the configuration of users and groups. Reseller Administrator * This administrator profile is provided specifically for resellers. It allows complete configuration of a SwyxServer. The only exception is the configuration of trunks and trunk groups. Customer Administrator* This administrator has the maximum possible rights for a customer. He can undertake all necessary configurations for his front end server. The only exceptions here are the trunks and trunk groups, and the feature profiles. User Administrator This administrator can change all properties of users and groups. These rights are typically needed by an administrator who is not meant to change the system configuration. User Operator Users to whom this role is assigned can read all user and group properties, but not change them. Call Status Operator This administrator can see the current call status in the administration, e.g. whether calls are being made at present. This option is of interest to an administrator who e.g. wants to suspend the computer, and can thus find out whether calls are still in progress. Phonebook Operator (editing of the global phonebook) This right allows only editing of the global phonebook, e.g. by the addition or amendment of phone numbers that are important throughout the company. Customer These administrator levels are created specifically for the administrators of customers. They allow self-configuration of the customer's own front end server at various levels. Through these various levels, the provider or reseller can give the customer the option of administrating his telephone system himself. Differing administration levels can be assigned to different users at a customer. The following specific options arise: *.This function is only for Hosted SwyxWare available.

41 39 > Administration > Overview of the various administrator levels Directory in the administration Provider and reseller Customer System Administrator Back Office Administrator Reseller Administrator * Customer Administrator User User Call Phonebook Administrator Operator Status Operator Operator Security level User R/W R R/W R/W R/W R/W (Properties, internal numbers) User - Self (Properiese (partial), R/W User lists Users - pers. Phonebook R/W R/W Groups R/W R R/W R/W R/W R Number mappings R/W R/W R/W R/W R/W R Global Phonebook R/W R/W R/W R/W R - R/W R Trunk groups and Trunks R/W R/W R Forwarding Call Permission R/W R/W R/W Feature Profiles R/W R/W R Locations R/W R/W R/W Changes R R R R Server properties: Separated in the following items: Server properties in general R/W R/W R/W Directory for recordings R/W R/W R Server SIP Configuration R/W R/W R License R/W R/W Disable logins R/W R/W R/W R/W Disable new calls R/W R/W R/W R/W Firmware R/W R/W R Global files R/W R/W R/W R R R R R User files R/W R/W R/W R/W R/W - - R/W User specific default files R/W R/W R/W R/W R/W Active Calls R/W R/W R/W R/W R/W R R - Assignment of rights for level *.This function is only for Hosted SwyxWare available. Legend: R/W = full access, i.e. reading and writing rights R = reading rights only - = Not visible for this level Non- Administrator

42 40 > Administration 6.2 Further Functions of Administration A few functions have been expanded in administration for the Hosted SwyxWare solution. Bundled creation of new elements should thereby be made easier for the administrator, as should changes to existing elements Bulk Administration To facilitate administration of numerous individual elements, collective administration has been introduced. Multiple users of a SwyxWare installation can now be modified at the same time, e.g., possibly by having a new location assigned to them. This assignment is done by drag & drop. The step-by-step guide below is an example. You can deal analogously with other elements (e.g. groups, rights profiles) in Administration Reproduction of elements in Administration (Cloning) To simplify the administration of many individual elements, it is possible to create copies from a template, e.g. a user. When an element is copied, an element with the same properties is created, and the name is supplemented with the extension '(copy 1)'. The elements thus created can then be edited and adapted to the requirements. Users can be reproduced; also groups, locations, trunk groups and trunks, routing records, call permissions, feature profiles and phonebook entries. For users, personal parameters such as user account and password, SIP name and password, the H.323 alias, the PIN of the SwyxPhone and the e- mail address are not copied, but left blank. A copied trunk group does not contain the trunks of the original group. A copied trunk does not contain the public number / SIP URI of the original trunk. How to assign a different location to many users 1. Highlight multiple users by clicking on them while holding down the shift key. 2. Drag these highlighted users with the mouse to the location which you will find on the left side in Administration 3. You can now release the mouse button. All users now have a new location. How to delete many elements at once 1. Highlight multiple users by clicking on them while holding down the shift key. 2. Open the shortcut menu and choose "Delete". 3. Confirm the inquiry. All highlighted elements will be deleted.

43 41 > Administration 6.3 Number of simultaneous connections The bandwidth between the provider and a customer installation limits the number of call connections that are simultaneously possible. For this, the number of channels can be limited in the properties of the trunks on the "Channels" tab. Image 6-1 Trunk Properties - "Channels" tab The sum of all channels that are provided for simultaneous calls, over all trunks, must match the available bandwidth. Tip: Configure the maximum number for simultaneously incoming and outgoing calls such that at least one channel remains available for the respective other direction. 6.4 Feature Profiles The feature profile determines which SwyxWare functions a user can use. You will find several preconfigured profiles in the SwyxWare Administration in the subdirectors "Feature Profiles". (see What is entered in Reporting?, page 44When creating a user, the administrator selects a feature profile for this user from the drop-down list. The feature profile contains the functional range available to the user. A different predefined feature profile can subsequently be selected at any time by the administrator. The change takes place as soon as the administrator confirms the user's properties with "OK". The administrator of a customer (customer administrator) can deactivate functions that are included in a feature profile for a specific user. If a function is not included in this profile, it cannot be activated by the customer administrator. Example: The feature profile 'Standard' includes Call Routing Manager and SwyxFax, while the feature profile 'Minimal' includes neither of these functions. The customer administrator assigns a user the profile 'Standard', to enable him to use SwyxFax. Because of this, the customer administrator deactivates the Call Routing Manager checkbox in the field "Functional Permissions and Features overview" on the "Rights" tab. Now the user can use SwyxFax, but not edit redirection rules himself with Call Routing Manager. Rules created by the administrator with the Call Routing Manager can be activated for this user, however. The feature profile 'Standard' is entered in Reporting and charged by the provider. Example, 'Use the Graphical Script Editor': The 'Standard' profile does not include the Graphical Script Editor, while the 'Advanced' profile include the Graphical Script Editor. If the administrator chooses the 'Standard' profile fur User A, he cannot permit him the Graphical Script Editor, since it is not included in the profile. If he assigns User B the 'Advanced' profile, the administrator can make the Graphical Script Editor available for User B, by activating the Graphical Script Editor in the administration. This allows User B to cre-

44 42 > Administration ate or edit scripts with the Graphical Script Editor. If the Graphical Script Editor is not activated in the administration (e.g. if the user only has a SwyxPhone), then scripts created e.g. by the administrator for this user can still run. This is not possible for User A. It is possible here to grant the user rights to use advanced SwyxWare functionalities. To change the feature profile, select another profile from the selection list or create a new feature profile. Feature Profiles in the Standard Installation The profile "Advanced" will be assigned to new users. If you want to assign automatically a different profile to new users, e.g. the profile "Minimal", you have to configure this in the properties of the profile "Minimal". Tje profile "No Features" is assigned to the preconfigured users "Conference" and "MobileExtensionManager", the profile "Advanced" to the user "Operator". The usage of SwyxWare functions is defined in the user properties, and is not immediately identical to the feature profile. Example 1: A user's profile must contain the function SwyxECR, in order that a script (which was created e.g. by the administrator for this user with the Graphical Script Editor) can be used by this user. To prevent this user from changing the script himself, the Graphical Script Editor is deactivated in the user properties. Example 2: SwyxMobile is activated in a user's profile, meaning that the user can use the Mobile Extension. In the user properties it can now be specified whether the user himself is allowed to configure the necessary parameters such as the mobile number and password, or whether only the administrator can set these for him. User limit The system administrator can specify how many feature profiles can be assigned by the customer administrator to a SwyxServer. This simultaneously limits the number of users configurable on this SwyxServer.

45 43 > Licenses 7 Licenses Licensing and billing procedure 7.1 Licenses Only one license key is required for the installation of Hosted SwyxWare. This permits installation of the full functional range of Hosted SwyxWare. This means that the installation of an unlimited number of end users and channels is allowed, along with the option of assigning the full functional range of SwyxWare to all front end servers. There is no need to enter further license keys. Please enter the license key during installation or in the SwyxWare Administration on the license server. The reporting service must also be activated on this server. The license key for Hosted SwyxWare is made permanent after input, i.e. linked to data of this server's PC hardware. For further information, please refer to the SwyxWare Administrator documentation. The reporting service does not work without a valid license key. If the reporting service in the Hosted SwyxWare installation is inactive for more than a week, users can no longer log on to a front end server and no more calls can be made. This procedure allows the provider to set up SwyxServers as front end servers for his customer without entering further license keys. installation is carried out, so that the other components of the Hosted SwyxWare, e.g. the front end server, are licensed and thus functional. If several back end servers are installed within one Hosted SwyxWare installation, the reporting service is activated on one of these servers only, the so-called licensing server. As well as the licensing, this service makes sure that the data about the user numbers involved and the assigned functions is reported at regular intervals both to the provider and to Swyx itself. These reports are sent monthly by . This contains the report both as text and as a signed XML file as an attachment for further electronic processing. The day of the month on which this is sent can be specified in the administration for the licensing server. Failure of the license server If the license server is inaccessible or if the reporting service is inactive, existing installations remain operational for 7 days (7x24 hours), i.e. users can log on and telephone as usual, and administrators can edit users and create new ones. However, new customer installations cannot be started up. After this period has expired, users can no longer log on even with existing installations. The user data is preserved in the database, so that the virtual PBX is again fully available when the license server (reporting service) is reactivated and can access a valid license. 7.2 Reporting The reporting service is a new additional component of Hosted SwyxWare, which is installed on the licensing server. This service ensures that the licensing of the It is also possible to send an 'ad hoc' report for test purposes. This then contains all data that has been collected since the last report, and is sent only to the provider. It is marked with the line "Informational Report - Not relevant for Accounting". The 'ad hoc' report is not registered in the reporting database. It is thereby ensured that the next monthly report again covers the total timeframe of one month.

46 44 > Licenses You can obtain an overview of the sent reports in the properties of the license server, if you select the "Reports" button on the "Usage Reports" tab. You can also re-send previously sent reports here. Image 7-1 Overview of the reports sent Reporting addresses The reporting is sent to two different addresses: The provider's address This address can be configured in the SwyxWare Administration on the "Usage report" tab. For further information, please refer to the SwyxWare Administrator documentation. Swyx This address is fixed and cannot be changed. To collate the reporting information, the reporting service contacts all databases of the various SwyxServers (front end servers and back end servers) in order to gain a current image of the database at a particular point in time. This information, retrieved daily, is stored in a separate database. The monthly report is generated from this database. The report is sent to the provider in the form of an text and as a digitally signed XML attachment to this . This XML attachment forms the basis for further electronic data processing as necessary What is entered in Reporting? Reporting records the usage of the various functions daily. The monthly report generated from this adds up the used days per function. Example: In an installation with 10 users, all have the feature profile 'Standard'. The monthly report (data entry period 30 days) thus contains the cumulative usage days (10*30=300). In the report this leads to the line Feature profile 'Standard': 300 Decimal places in this report arise from an extrapolation. This is done when daily reports could not be entered. General parameters Specifically, the report contains the following general entries: Explanation From: <mail_address> Contains the address from which this was sent. Sent: <date, time> Contains the date and time at which this was sent. To: <destination_address> Contains the recipient of the . Subject: Hosted This report concerns a Hosted SwyxWare installation SwyxWare Report Informational Report - Not relevant for Accounting Attachments: report.xml General report parameters The data relating to this report is likewise included: Indicates whether the report was generated automatically (after a month has passed) or manually. You can start manual report generation in the SwyxWare Administration. This line only appears in a report generated manually. Attachment is an XML file, which contains the same data and is suitable for further automatic processing.

47 45 > Licenses Explanation Report generated: <date, Date and time at which this report was generated. time> Report Period Begin: Start date/time of the report <date> Report Period End: <date> End time of the report License Key Serial Serial number of the license key Number Provider: Name: Street: ZIP Code: City: Name and address of the provider. This address information is taken from the request for a permanent license key. Thus, if the report is sent for a test installation, these fields remain blank. Report of a single SwyxWare installation (front end server) The reporting data that is sent by to the provider is listed individually for each installed server and the related database. The format for each front end server is as follows: Server: <server_name> Nominal Daily Snapshots Missed Daily Snapshots Client ID Client active since: Client registrations in report period Feature Profiles Users with Feature <function> Explanation Name of the SwyxServer This name is also the name of the virtual instance (VE). Number of daily reports (snapshots) for this server which should be recorded. Number of daily reports (snapshots) for this server which could not be recorded. These missing reports are supplemented with the help of an extrapolation. Unique identification number of the registered SwyxServers (FES) Start of operation of the SwyxServer (first registration on the license server) Number of days, the SwyxServer was registered at the license server Usage days for all used feature profiles. If a feature profile was not used in the report period, it is not listed in it. Number of usage days for this function: in detail, the following functions are available: SwyxBasicFunctionality (Basic Functionality) SwyxCTI SwyxFax SwyxVoic SwyxRecord SwyxBCR SwyxECR SwyxAdHocConference SwyxPhone SwyxMonitor SwyxMobile If a feature was not used in the report period, it is not listed in it.

48 46 > Licenses NumUsers NumUsers without basic functionality NumConferenceRooms NumVoiceChannels NumFaxChannels Explanation Number of configured users. Deactivated users will be counted as well as preconfigured users "Conference", "MobileExtensionManager" using the profile "No Features" and the user "Operator" using the profile "Advanced". Number of users with the feature profile "Deactivated" These users cannot log on, but their configuration data is not lost. Usage days of the configured conference rooms (number of the conference rooms (internal numbers assigned to the user "Conference")*Usage days) Usage days of speech channels (number of channels*usage days) Usage days of the fax channels (number of channels*usage days) Feature profile 'Deactivated' The feature profile "Deactivated" serves to preserve the configuration of a user who is absent for a lengthy period. A user with this profile cannot log on and telephone, nor are calls forwarded to him. The number of users with this profile is shown separately in the report. Cumulative values of the complete Hosted SwyxWare installation. The values of the complete Hosted SwyxWare installation are accumulated, that means all usage days, configured conference rooms and users were added. This cumulative data is included in the that is sent as a report to Swyx. Servers Missed Daily Snapshots Feature Profiles Users with Feature <function> NumVoiceChannels NumUsers NumUsers without basic functionality NumFaxChannels NumConferenceRooms Explanation Number of SwyxServers configured in this Hosted SwyxWare installation. Number of daily reports (snapshots) which could not be recorded. These missing reports are supplemented with the help of an extrapolation. Usage days for all used feature profiles. If a feature profile was not used in the reporting period, it is not listed in it. Number of usage days for this function: in detail, the following functions are available: Fax Client CTI Phone (Use of SwyxPhone) Call Routing Manager Silent Call Intrusion (passive) Voic and Remote Inquiry Conference with more than three participants (SwyxIt! and SwyxPhone)) Conversation Recording Graphical Script Editor Usage days of speech channels (number of channels*usage days) Number of configured users Number of users with the feature profile "Deactivated" These users cannot log on, but their configuration data is not lost. Usage days of the fax channels (number of channels*usage days) Usage days of the conference rooms Licensing and reporting of the back end serverthe back end server puts the fax and voice channels into the outside world and manages the licenses. Typically, no users are created on such a back end server. In order that the voice and fax channels

49 47 > Licenses are not entered in duplicate in the reporting, a SwyxServer that has no more than one user is not recorded in reporting. 7.3 Logging of invoice-relevant activities on SwyxServer All changes of parameters that are entered in Reporting, and thus are relevant for billing, are logged. The log contains the time of the change, the old and new parameter values, and the user making the change. The log file can be displayed in SwyxWare Administration or exported. For further information, please refer to the SwyxWare Administrator documentation.

50 48 > Index Index A Access Authorization 9 Account 9 on SwyxServer 9 User 9 Windows 9 Administration Levels 37 B Back end server 8 Cold standby 26 License Key 26 Bulk Administration 40 C Client Windows Vista 19 Clone template 27 Cloning 40 Collective Administration 40 Company 9 Configure fax user 32 Configure SwyxFax user 32 Customer 9 Customer's network 19 D Database Server 8 DHCP 19 DNS 19 E End customer 9 F Failure of the license server 43 Fax Requirements 14 Feature Profile 9 Feature profile 'Deactivated' 46 Feature Profiles Initial 28 File System 14 Front end server 8 H Hard Drive Memory 14 Hardware Requirements Windows Server 14 Hosted SwyxWare Definition 8 Hoster 8 I IMAP4 19 Informational Report 44 Interlocation call limit 28 IP Address second 28 L Level Administration 37 Levels Administration 37 Licensing Server 13 Location Provider 28 M Mail server (SMTP) 19 System Requirements on Windows 19 N Network Adapter for VE 28 Network requirements 18 NTFS 14 P Parallels Infrastructure Manager(PIM) 17 Parallels Management Console 17 Parameters Common to all FES 28 PIN 9 Private Server 27 Settings of the services 27 Profile Feature 9 Provider 8 R Remote Inquiry Access to the mail server 19 Report Details 44 addresses 44 Reporting 10 Reproduction 40 S Service provider 8 Serviceprovider 8 SoftSwitch 8, 9 SQL Server 8 Static IP address 17 STUN server 28 SwyxGate 8 SwyxIt! Windows Vista 19 SwyxPhone 9 SwyxServer account 9 SwyxWare Hosted 8 System Requirements SMTP mail server for Windows 19 Windows Server 14, 20, 23, 37, 43 T Trunk group to BES 28 U User 9 User account 9 User Authentication 9 User name 9 V Virtual Environment (VE) 9 virtual network adapter 28 Virtual telephone system (V-PBX) 9 Virtuozzo 9 Bridged Mode 28 Virtuozzo SP1 17

51 49 > Index Virtuozzo Virtuozzo Management Console(VZMC) 17 Voice quality 18 W Windows Hardware Requirements 14 Windows User Account 9 X XML Report 44