System Installation Guide. Version 2.4

Transcription

1 System Installation Guide Version 2.4

2 Table of Contents SCOPE OF THIS INSTALLATION GUIDE... 3 ADDITIONAL INSTALLATION RESOURCES... 4 FREEDOMIQ INSTALLATION IN FOUR STAGES... 5 STAGE 1: THE PRE- SALES STAGE... 6 Is the Customer s Existing Bandwidth Adequate?...10 Running a VoIP Speed Test...10 Understanding the Results of the Speed Test Understanding Circuit Capacity Interpreting the Summary Tab Reviewing Advanced Statistics Codecs, Maximum Bandwidth Utilization, and Oversubscription...14 STAGE 2: THE PRE- INSTALLATION STAGE Understanding Your Customer s Network Topology...15 Configuring Your Customer s Firewall...16 Checking for Router Compatibility...17 Quality of Service (QoS) Classification & Queuing...17 How Classification Works Types of Queuing Priority Queuing (PQ) Weighted Fair Queuing (WFQ) Class- Based Weighted Fair Queuing (CBWFQ) with Low Latency Queuing (LLQ) Recommended Router: The AdTran Netvanta 3120 / Changing the Default Username / Password Configuring Internet Access Disabling the SIP Application Layer Gateway Configuring SNTP (Simple Network Time Protocol) Enabling Remote Access Configuring QoS Configuring Traffic Shaping Configuring Netflow Data Export... 39

3 STAGE 3: INSTALLING THE FREEDOMIQ SYSTEM Logging In to WebLink...40 Adding Users...41 Activating Phones...42 Recording the Auto Attendant Greeting...46 Scripting the Auto Attendant Professional Voice Talents Recording Extension Voic Greetings...48 Recording a Directory Listing...49 Configuring Delivery of Voice Messages...51 Setting Up Call Delivery...52 Setting Up Call Forwarding Schedules Setting Up Call Forwarding Groups Setting Up Call Queuing Setting Up a Call Announcement Setting Up Call Block...58 Setting Up Dial By Name...59 Training Your Customer: Checking Messages...60 Training Your Customer: Running ACD Reports...61 Training Your customer: Using Polycom Phones...62 Polycom Phone Features The Basics Polycom Phone Menu and Advanced Settings STAGE 4: POST- INSTALLATION TROUBLESHOOTING (IF REQUIRED) Running Another VoIP Speed Test...68 Providing Information to Technical Support...68 APPENDIX A: TRANSFERRING CUSTOMER NUMBERS TO FREEDOMVOICE APPENDIX B: FREQUENTLY ASKED QUESTIONS APPENDIX C: SCRIPTING SAMPLES APPENDIX D: HARDWARD DATASHEETS APPENDIX E: USEFUL TOOLS & FORMS APPENDIX F: GLOSSARY OF TERMS

4 Scope of This Installation Guide The comprehensive instructions in this document are intended to teach you on how to install a FreedomIQ Hosted VoIP PBX, including the necessary customer network analysis and site preparation required before an installation can begin. By following the outlined procedures herein, you will minimize or eliminate any unexpected occurrences and provide customers with a higher quality of service. If you have any questions, or simply need some help getting started with an installation, we encourage you to contact our friendly Technical Support team (see below for details). Please have your dealer ID and customer account information ready. WebLink Internet Control Panel Much of this guide provides instructions on using the WebLink Internet Control Panel to configure FreedomIQ settings and upload recordings. To access WebLink, go to and click Login in the upper- right corner. If you have not logged in to WebLink, please do so as this will give you an opportunity to see what information and resources are available. If you are having trouble logging in, please contact Technical Support. Custom Solutions If your customer requests a configuration that does not fit within the usual parameters of a FreedomIQ installation, we may be able to custom tailor a solution to fit their needs. Please submit their customization requests to [email protected]. Contacting FreedomVoice Technical Support We aim to provide dealers with a high level of support to facilitate your installations and provide the best quality of service to our customers. If you need assistance with an installation or with making changes to a customer account, please contact: FreedomVoice Technical Support Phone: [email protected] Mon Fri: 6:00AM to 9:00PM EST Saturday: 9:30AM to 6:30PM EST Emergency support is also available 24/7. 2

5 Additional Installation Resources You will find links to supplementary documentation, manuals, guides, forms, and other information in the Dealer Resources section of WebLink. Below are several additional resources that can be very helpful throughout the course of an installation: Customer Workbook All of the information that you need to set up the system is in the customer workbook. This is a required document; you will be using your customer workbook as your guide for the entire installation process. Setting up the system is dependent upon having user information, extension numbers, call flows, call groups, ACD queues, etc., so all of this customer information must be available and accurate. New WebLink Version and Dealer Tools We are working on numerous graphical user interface (GUI) improvements to WebLink and will make these available to you as they are finalized. We are constantly developing better tools based on input from our dealers, so your feedback is always welcome. Not all features of this interface are currently in production. Please regard the warning message at the top of each page and only use on live customer accounts those features that do not have this warning message. Stay tuned to updates from FreedomVoice for new tools as they become available. You can reach the still- in- production version of WebLink at: FreedomIQ User Guide The FreedomIQ User Guide provides easy instructions on how to use various features of the system. This guide covers primarily those features that serve the everyday needs of a user, and can be extremely helpful to have on- hand when training users on how to use the system. The most up to date version of the User Guide can be found at the following link: Download the FreedomIQ User Guide 3

6 FreedomIQ Installation in Four Stages To keep this installation organized we will separate it into four different stages. At each stage there will be critical procedures that will need to be performed. In order to facilitate the best possible installations, this document will cover the entire process from Pre- Sales through Post- Installation and lay out exactly what needs to be done in along the way. Most of the tasks described in this guide are the responsibility of the installer, with FreedomVoice assisting with support, before, during, or after the installation. The Pre- Sales Stage This stage will cover performing the customer needs assessment and collecting the customer s basic information to get a feel for the scope of the installation and what will be required to complete it successfully. It s very important that this step be conducted thoroughly to avoid unexpected problems during or after the installation. The Pre- Installation Stage This stage begins after the customer places their order. At this point, you will need to collect additional information and forms, such as local number porting requests (LNPs), and begin configuring the customer s network equipment (routers, firewall, etc.) to accommodate a smooth installation. Installing the FreedomIQ System This stage covers the actual installation and configuration of the FreedomIQ system, including creating users, activating devices, setting up features, and more. During this stage, the information collection and preparation steps from the previous two stages will be very important. Post- Installation Troubleshooting (if required) This stage briefly covers what to do in the event that an otherwise successful installation is experiencing an issue such as jitter, echo, packet loss, or one- way audio. We ve provided a straightforward procedure for diagnosing the root cause and correcting the problem. If the issue persists, do not hesitate to contact our support department for assistance. 4

7 Stage 1: The Pre- Sales Stage During this stage, you will be working to collect information from the customer. This information covers critical areas such as assessing network capabilities, system configuration, number porting, and more. The questions and explanations below provide a brief overview and are followed by a breakdown of the Customer Workbook for documenting responses. One of the items below involves evaluating your customer s bandwidth by running a VoIP Speed Test at your customer s location. More detailed instructions on this process can be found following the workbook breakdown. What are the customer s phone service requirements, from a technical perspective? Begin by interviewing the customer and asking probing questions about desired call flow, current phone system configuration, ACD call routing, remote workers, voic - to- settings, call groups, call queues, etc. Guide the customer by making suggestions based on your experience and knowledge regarding the features available for a FreedomIQ system. How many users and simultaneous calls does the customer anticipate at installation? You will need to inquire about the number of subscriber lines (users) and trunk lines (simultaneous calls) the customer will need. You will also need to assess whether the customer wishes to use Overflow Protection to allow calls in the event all trunks are in use. Is the customer s existing bandwidth adequate for the number of devices they require? You will be performing a VoIP Speed Test provided by FreedomVoice and recording the results. This test will help you measure the customer s readiness for VoIP using their existing data connection and determine whether there is a need for additional bandwidth. How is the customer s network configured currently? You should do an assessment of the customer s wiring, network settings, and network devices such as routers and firewalls to understand the customer s basic network topology and how FreedomIQ can best be integrated. * Can the customer s existing phone numbers be ported to FreedomVoice? Check with the customer as to which, if any, existing phone numbers need to be transferred to FreedomVoice. Contact FreedomVoice with these numbers to confirm that we are able to port and provide service for these numbers. 5

8 Is the Customer s Existing Bandwidth Adequate? After interviewing the customer to get the base requirements you will need to perform an assessment of your customer s bandwidth and network infrastructure using our speed test. This is most commonly done in person at their location, so that you can become familiar with the capabilities of their existing Internet connection and network hardware. There are a large number of WAN / access technologies available to customer networks, including DS- 3, T1 or Bonded T1, Business Cable, DSL, and Ethernet. It is important for you to know what type of connection your customer has, what bandwidth that connection is allotted, if the connection is shared between voice and data, and how that connectivity relates to the expected bandwidth usage of your customer s FreedomIQ hosted VoIP phone system. Running a VoIP Speed Test Your first concern should be evaluating the capabilities of your customer s data connection. If your customer s ISP is not providing low jitter/latency/packet loss, or your customer simply does not have the bandwidth to support VoIP connectivity, this will negatively affect voice calls and result in an unhappy customer. FreedomVoice has a VoIP test available online which will analyze your customer s WAN quality and provide a snapshot of your customer's connectivity level. You can find this test here: speed- test.shtml To run the test, follow the link above and click on Start Test in the middle of the application. This VoIP Speed Test will evaluate the general ability of your customer s existing connection to handle VoIP call traffic by measuring bandwidth, jitter, delay, packet loss, and round trip time. If the result of this test shows that your customer s existing Internet connection is not sufficient to support the necessary VoIP connectivity, they may need to upgrade or replace this connection. Note: The information contained in this speed test is only intended to evaluate your customer s baseline connectivity. Other factors, such as firewall settings, router configuration, and Quality of Service (QoS) still need to be configured (see section titled: Customer LAN) to ensure reliable VoIP call quality. 6

9 Understanding the Results of the Speed Test The Speed tab tells you the upload and download speed (capacity) of the circuit. This page also displays the test number which you should keep for reference. Connection speed, while important, is just one factor in determining the quality and capacity of the customer s existing connection. Next, you ll want to verify that the ports necessary for FreedomIQ service are open. This information can be found on the tab with the flame image above the Speed tab. The FreedomIQ service communicates through these ports for audio and signaling, so you ll need a positive result on each of these tests. 7

10 Understanding Circuit Capacity The Capacity tab contains information regarding the upload and download capacity test, which makes it easy to see and compare how many simultaneous calls can be supported. VoIP calls are bi- directional, so the smaller number will limit the overall number of calls the customer s connection can support. If using a shared voice and data connection, standard data usage such as Internet browsing reduces capacity and is important to take into consideration. Interpreting the Summary Tab The Summary tab has many more details on the results of this test, including a recap on the upload and download speed, and important metrics like jitter, RTT and packet loss. 8

11 The Quality of Service percentage on this summary refers to the upload speed versus the download speed. This is a good indicator of stream rate. Jitter is a critical measurement of call quality, with anything more than approximately 30 ms creating unacceptable distortion or other issues. It is critical that Round Trip Time (RTT) is less than 250ms or users will have difficulty holding a conversation, often experiencing echo or attempting to talk over one another. Packet loss is another critical measurement of quality, with losses of less than 1% being generally acceptable. For both of these metrics, the lower the number is the better. Reviewing Advanced Statistics The Advanced tab provides a few other measurements sometimes needed when analyzing a connection. Round Trip Times (latency) are in the top section, while directional jitter and packet loss are found at the bottom. 9

12 Codecs, Maximum Bandwidth Utilization, and Oversubscription The next step is to compare your customer s available bandwidth to the amount of bandwidth they require for FreedomIQ service. Keep in mind that available bandwidth means maximum capacity minus what is typically in use for other activities, such as Internet browsing on a shared voice and data network. For sending voice calls over the Internet, FreedomIQ uses the G.711u codec. This codec uses 88Kbps per call in both directions. While there are codec s available that use compression to reduce bandwidth requirements, they do so to the detriment of call quality. FreedomIQ uses G.711u by default to preserve professional- sounding calls. G.729 can be enabled upon request for customers that cannot subscribe to more bandwidth and don t mind a lesser sound quality. G.729 uses about 32Kbps per call in both directions. The operating assumption for measuring bandwidth requirements is that not everyone will be on the phone at the same time. Therefore, the actual bandwidth required at any given time is typically far less than 88Kbps times the number of trunk lines (simultaneous calls) on the service. The act of provisioning phones with less than the absolute maximum required bandwidth available is called oversubscription. The amount of oversubscription that is advisable will vary from customer to customer based on their call traffic patterns and network topology. Keep in mind that simultaneous phone calls that exceed available bandwidth will experience call quality issues. It may be necessary to increase the customer s available bandwidth in order to reliably accommodate the number of phones they wish to use with their FreedomIQ system. Also remember that the 88Kbps is for a single audio stream, such as outbound audio. The inbound audio stream also needs to be taken into account. This always makes the bandwidth usage 88Kbps in both directions. Here are a few more details about the G.711u codec: Expected MOS score: Sampling frequency: VoIP payload size: Packets per second: khz 160 bytes (1280 bits) 50 10

13 64 Kbps bitrate: 1280 bits x 50 packets per second = bits per second (Ethernet overhead adds ~24000 bits, for total of 88Kbps per call) Stage 2: The Pre- Installation Stage In Stage 1, we collected the basic customer information and assessed their network. Now you will need to lay the on- site foundation for the installation process by making sure the customer s network and all network devices are properly configured. Understanding Your Customer s Network Topology It is important in a FreedomIQ installation to know your customer s network topology. Though networks can vary greatly, below we ve listed two of the more common network configurations that you might come across. For your reference, topology icon explanations can be found below: Shared VoIP/Data Network: This Standard Customer Network connects your customer to their ISP for both data and voice via a switch and two routers (one router on either side of the firewall). It is also common to see some of these hardware components combined into a single device. Advantages: Data and voice on the same network can decrease hardware costs. 11

14 Drawbacks: Quality of Service (QoS) configuration is required on all devices to ensure that time- sensitive voice traffic (VoIP) is prioritized above all other traffic. This network will require the use of QoS and possibly Traffic Shaping on the router. Separate Network for Data and VoIP: Advantages: Having voice and data on separate networks better protects the delivery of time- sensitive voice traffic, usually eliminating the need for QoS configuration. Drawbacks: Maintaining two networks increases hardware, cabling, and ISP costs. Configuring Your Customer s Firewall Many customers will use a firewall/nat device to connect their FreedomIQ hosted VoIP phone system to their ISP. You should become familiar with what model/type of firewall is in use, as well as its features, capabilities, and compatibility with FreedomIQ. Some firewall features, such as SIP inspection and SIP proxy will need to be disabled to prevent potential issues. One of the largest enemies of hosted VoIP is a router/firewall with any kind of SIP inspection. Common names for this or similar features are: Application Layer Gateway (ALG), Application Proxy, SIP Fixup, SIP Inspect and SIP ALG. These options almost always need to be disabled. Another feature to check for is Stateful Packet Inspection (SPI) and Deep Packet Inspection (DPI) that keeps track of the state of network connections (such as TCP streams, UDP communication) travelling across it. The firewall is programmed to distinguish legitimate packets for different types of connections. Only packets matching a known connection state will be allowed by the firewall; others will be rejected. Properly implemented SPI and DPI will typically work for hosted VoIP but we have seen them mistakenly reject perfectly good VoIP packets so this is something to look out for. 12

15 You will also need to configure your customer s firewall to permit the following traffic: Protocol Source Port UDP Any These settings will already be configured on AdTran routers purchased from FreedomVoice. Checking for Router Compatibility We strongly recommend the use of the AdTran Netvanta 3120 or The 3120 model accepts an Ethernet connection, while the 3130 is designed for an ADSL, ADSL2, and ADSL2+ phone line. In our experience, these are the best- performing, low cost compatible routers for use with a FreedomIQ hosted VoIP phone system. The next section, Recommended Router: The AdTran Netvanta 3120 / 3130, covers in detail the configuration of these products. If your customer does provide their own router, it will need special configuration to work properly with FreedomIQ. Routers typically control functions like DHCP, QoS marking and prioritization, and access control. If you are unable to configure these settings, or disable key features known to cause issues with VoIP calling, the device will need to be replaced. Specific QoS configuration for every device available is beyond the scope of this document, but we do routinely perform compatibility tests on various devices. Our latest findings can be found here. If the device your customer is providing is not found on this list, remember that the general goal is to configure your customer s router such that it will prioritize VoIP signaling and audio traffic (SIP & RTP), while disabling problematic features. Quality of Service (QoS) Classification & Queuing QoS is the term given to the various methods used to allocate finite network resources between competing flows, e.g. voice and data. If your customer is running voice and data over the same network, configuring QoS is absolutely necessary to ensure that they experience the best call quality by prioritizing the time- sensitive voice traffic. 13

16 QoS happens in two main phases: classification, wherein packets are marked to be treated differently, and queuing, which arranges packets to be transmitted in a particular order. How Classification Works When an ingress packet arrives on a router interface, a QoS- enabled router has an opportunity to classify, or mark, a packet. It is also possible that a packet arriving on an interface is already marked by something upstream. In that case, the router can accept/trust the marking, clear it, or re- mark it based on the policy configured on the router. To mark a packet, a router needs to make a decision on what to mark. This is determined by configuring a policy that identifies traffic based on a field within the packet. Common fields that are used to identify traffic to be marked are source and/or destination IP, destination protocol/port, ingress interface and through application recognition. The recommended method for identifying traffic for FreedomIQ to be marked is via IP source, destination, and protocol/port. This is typically identified via an Access- List (ACL). Here are examples of ACLs to identify traffic both inbound and outbound: ip access- list extended IQ_Traffic_Out permit udp any any range !! ip access- list extended IQ_Traffic_In permit udp any any range The above ACLs are in a standard Cisco format. Different products and vendors may have similar methods for creating a list but the overall concept remains the same. The implementation per device may vary so consult the product documentation for details. 14

17 Different products and vendors may have similar methods for creating a list but the overall concept remains the same. The implementation per device may vary so consult the product documentation for details. Now that traffic to be marked has been identified, the next step is to apply the marking. There are several types of marking mechanisms. One of the most popular methods is IP precedence, which is the suggested method of marking traffic for FreedomIQ. VoIP phones that come with FreedomIQ service are configured as default to send packets marked with an IP precedence value of 5. Typically this is enough to mark traffic on the outbound audio stream from the phone to the switch and subsequently to the router. However, as mentioned above, intermediary devices can potentially remove (not trust) the existing IP precedence level. Since this can happen, the FreedomIQ standard configuration is set to mark packets incoming from the LAN, regardless of their precedence level, as well as marking traffic incoming from the WAN. Types of Queuing After traffic has been marked, the router needs to know how to treat the marked traffic differently than standard traffic. By default, most routers work using a method of queuing called First- In First- Out (FIFO). This method gives no preferential treatment to any type of packet, instead pushing out packets in the order they arrive at the router. If your customer s voice and data traffic are competing over network resources, a FIFO queuing method can cause issues for VoIP because it does not give special priority to voice packets. Multiple alternative queuing strategies exist: Priority Queuing (PQ), Weighted Fair Queuing (WFQ), Class- Based WFQ (CBWFQ), and Low Latency Queuing (LLQ). Still more advanced queuing strategies are available on some platforms, but these are the most commonly available. We will detail a few of these methods and why we do NOT recommend using them. Since the CPE vendor varies between deployments, some queuing strategies may not be available on different platforms. What is important is that the device must be capable of giving preferential treatment to VoIP packets over data traffic. 15

18 Priority Queuing (PQ) PQ works on the strict basis of always serving higher PQs before serving lower PQs. As you can see in the diagram below, PQ could be great for VoIP but potentially very bad for other traffic. Non- VoIP packets run the risk of being starved for bandwidth while waiting for the prioritized traffic to be sent. For this reason, Priority Queuing is not advised for use with FreedomIQ. Weighted Fair Queuing (WFQ) WFQ is a flow- based queuing method that identifies traffic via source IP or destination IP, protocol, and port number characteristics, and then assigns each flow a queue. Since there can be many flows, many queues will be created. In general, WFQ will assign an equal amount of bandwidth to each flow. Since this is weighted fair queuing, it is capable of assigning a higher level of service to flows with higher IP precedence. While this is good, in theory, WFQ typically is not advised for FreedomIQ as WFQ often works poorly for voice traffic. Since WFQ is flow- based (instead of configuring classes), it is possible with a high number of flows for too much bandwidth to be allocated to other flows, leaving the voice flow starved for bandwidth. Class- Based Weighted Fair Queuing (CBWFQ) with Low Latency Queuing (LLQ) CBWFQ is similar to WFQ above, except that it does not classify based on flows. It uses an ACL match recommended for FreedomIQ and also allows for a direct bandwidth allocation. Low Latency Queuing (LLQ) combines with CBWFQ to create a priority queue for one of the classes defined by CBWFQ. This ensures that voice packets receive guaranteed access to the bandwidth needed, while preventing resource starvation on non- essential data traffic. 16

19 CBWFQ with LLQ is the preferred method of QoS to be used with FreedomIQ and should be configured if available. However, not all platforms support this advanced method of QoS. If not, select the next best queuing method that will prioritize voice packets or consider replacing the device with one that supports CBWFQ with LLQ such as an Adtran Netvanta series router. Recommended Router: The AdTran Netvanta 3120 / 3130 As previously mentioned, the best performing router for FreedomIQ service is the AdTran Netvanta 3120 / These are Fixed- Port Access Routers that are ideal for business- grade Internet access and VoIP phone service. The 3120 model is designed for broadband access, such as DSL or cable, while the 3130 works with ADSL, ADSL2, or ADSL2+. AdTran routers provide our recommended method of QoS Class Based Weighted Fair Queuing with Low Latency Queuing (CBWFQ with LLC). Note that traffic shaping is not preconfigured by default on these routers and those customers who have had bandwidth consumption issues and implemented traffic shaping have experienced significant network improvements. This should always be required in a shared LAN environment. Product Information: AdTran 3120 The AdTran 3120 series is a Fixed- port Access Router that is ideal for enterprise- level Internet access and/or IP Telephony using broadband access such as DSL or cable. The 3120 includes one Ethernet WAN port, an integrated four- port Ethernet Switch, a built- in firewall for network security, QoS to priority delay sensitive traffic like VoIP, and a host of other features such as DHCP, Network Address Translation (NAT), and IPSec VPN. Fixed- port Access Router for broadband access such as DSL or cable 17

20 Ethernet WAN Interface and Integral four- port, non- blocking, Ethernet switch Stateful inspection firewall for network security Quality of Service (QoS) for delay- sensitive traffic like Voice over IP (VoIP) Inherent URL filtering for easy content filtering IPSec Virtual Private Network (VPN) for secure corporate connectivity across the Internet Product Information: AdTran 3130 The AdTran 3130 series is a Fixed- port Access Router that is ideal for enterprise- level Internet access and/or IP Telephony ADSL, ADSL2, or ADSL2+ broadband access. The 3130 includes one ADSL WAN port, integrated four port switch, built in firewall, QoS, DHCP, NAT, and IPSec VPN. Fixed- port Access Router for ADSL, ADSL2, or ADSL2+ ADSL WAN Interface and Integral four- port, non- blocking, Ethernet switch Stateful inspection firewall for network security Quality of Service (QoS) for delay- sensitive traffic like Voice over IP (VoIP) Inherent URL filtering for easy content filtering IPSec Virtual Private Network (VPN) for secure corporate connectivity across the Internet Changing the Default Username/Password Before doing anything else, it is important that you change the default username and password for these devices to something secure. This new login information ensures that no one within the LAN can make unauthorized changes, but can also be used as the default remote login information for remote access to the router in the event changes need to be made remotely. The router s default login information is: Default Gateway: (go here in a web browser to log in to the GUI) Default Username: admin Default Password: password To change the password, follow these steps: 1. From the System section in the left column, select Passwords. 2. Scroll to the bottom of the page and select the Enable tab. 3. Check Use password and enter your new password twice. 4. Click the Apply button toward the bottom of the page. 5. Click the Save button at the top of the page. 18

21 Configuring Internet Access Internet access on an AdTran 3120/3130 is easy to set up via the device s GUI. In 99% of cases, the customer s ISP will either have the customer set the router to DHCP mode or they will provide an IP address, gateway address, subnet mask, and DNS server settings. You will need this information to continue. To configure Internet access, follow these steps: 1. From the System section in the left column, select Public Interface. 2. Go to IP Settings halfway down the page. ISP settings will determine whether you need to choose Static or DHCP from the drop down. If the ISP has provided a specific IP, select Static. If you select DHCP, you may skip the rest of this step. 3. Enter the IP address, subnet mark, and default gateway in the related fields. 4. Click the Apply button toward the bottom of the page. 5. Click the Save button at the top of the page. 6. From the System section in the left column, select Hostname/DNS. 7. Enter the primary and secondary DNS addresses provided by ISP. 8. Click the Apply button toward the bottom of the page. 9. Click the Save button at the top of the page. 10. Cycle power on the router and give the device 3-5 minutes to boot. 11. Cycle power on any connected devices such as computers, phones etc. Note: On AdTran 3130 routers, the default gateway option is listed under Data Router/Bridge Default Gateway. 19

22 System Public Interface 20

23 System Hostname / DNS Disabling the SIP Application Layer Gateway Both the AdTran 3120 and 3130 need to have the SIP ALG feature disabled to function properly with the FreedomIQ service. If the router has been purchased from FreedomVoice, the SIP ALG setting will already be disabled by default and you can skip this step. To access the SIP ALG option follow these steps: 1. In the left column select Firewall. 2. In the left column under firewall select Firewall / ACLs. 3. On the main screen click on the ALG Settings tab. 4. On the main screen uncheck the SIP ALG option. 5. On the main screen click the Apply button. 6. At the top of the screen click the Save button. 21

24 Data Firewall / ACLs ALG Settings Configuring SNTP (Simple Network Time Protocol) SNTP allows logs and voice quality monitoring to reflect the proper time in the event that call traffic need to be reviewed. If the router has been purchased from FreedomVoice, the SNTP server will already be set up for Pacific Time, and you will need to change if this is not accurate. 1. In the left column select System. 2. In the left column under system select System Summary. 3. On the main screen click on the Time Server link. 4. On the main screen at the time server drop down, select SNTP. 5. On the field SNTP Server Hostname type in the SNTP server (time.apple.com). 6. At the bottom of the screen click the Apply button. 7. At the top of the screen click the Save button. 22

25 System System Summary System System Summary Time Server 23

26 Enabling Remote Access The AdTran 3120/3130 allows you to configure remote access to the GUI or command line interface. Follow these steps to configure remote access: 1. In the left column select Data. 2. In the left column under Firewall, select Security Zones. 3. In the edit security zones section, click on Public. 4. In the main screen click Add Policy to Zone Public. 5. In the main screen under Policy Type: select Admin access from the drop down. 6. You can set the description to something like Remote Access. The only other thing you ll need to do is check HTTPS and if you want remote command line access check SSH. 7. At the bottom of the screen click the Apply button. 8. At the top of the screen click the Save button. Data Firewall Security Zones 24

27 Data Firewall Security Zones Public Data Firewall Security Zones Public Add Policy to Zone Public 25

28 Data Firewall Security Zones Public Add Policy to Zone Public Admin Access 26

29 Configuring QoS The AdTran 3120/3130 comes preconfigured for QoS when ordered directly from FreedomVoice. If the router is reset or the router has been purchased from a different source, you can follow these instructions to set up QoS. There are two ways to edit router settings: through the GUI (Graphical User Interface) or CLI (Command Line Interface). Configuring QoS with the GUI, Step 1: Create Access Control Lists Data Firewall / ACLs Configure ACLs Start by creating the UDP 5060 Signaling ACL: 1. From Data in the left column, select Firewall / ACLs. 2. Scroll to the bottom of the page and click Configure ACLs. 3. Enter an ACL name ( Signal_ACL ), select Extended and then click Add New ACL. 4. Click on the new ACL name and click Add New Traffic Selector. 5. Set the Filter Type to Permit. 6. Select UDP from the Protocol drop down. 7. Under Destination Data/Destination ports check Specified. 8. Select Equal To from the drop down. 9. In the next box, enter At the bottom of the screen click the Apply button. 11. At the top of the screen click the Save button. 27

30 Next, add TCP 5061 to the existing Signaling ACL: 1. Click on the Signaling ACL you created in the previous step. 2. Click Add New Traffic Selector. 3. Set the Filter Type to Permit. 4. Select TCP from the Protocol drop down. 5. Under Destination Data/Destination ports check Specified. 6. Select Equal To from the drop down. 7. In the next box, enter At the bottom of the screen click the Apply button. 9. At the top of the screen click the Save button. Next, create an audio ACL: 1. From Data in the left column, select Firewall / ACLs. 2. Scroll to the bottom of the page and click Configure ACLs. 3. Enter an ACL name ( Audio_ACL ), select Extended and then click Add New ACL. 4. Click on the new ACL name and click Add New Traffic Selector. 5. Set the Filter Type to Permit. 6. Select UDP from the Protocol drop down. 7. Make sure all radio buttons are set to Any. 8. At the bottom of the screen click the Apply button. 9. At the top of the screen click the Save button. 28

31 Data Firewall/ACLs Configure ACLs Add New ACL (ACL) Add New Traffic Selector 29

32 Configuring QoS with the GUI, Step 2: Create QoS Maps Three QoS maps must be added to use with the ACL s that were just created in Step one. First, create a Traffic Marking QoS Map: 1. From Data in the left column, select QoS Maps. 2. Under Add New QoS Map, in the Map Name field type a description ( Signal_Mark ). 3. In the Sequence Number field enter a high priority number such as 10. The available range is and click Add. (lower numbers = higher priority) 4. You ll be taken to the configuration page for your new QoS map. 5. Check Match All 6. Select the Packet Matching tab. Check List and select the signal ACL you created in the previous step. 7. Select the Packet Marking tab and check DCSP alias, then choose CS3 (011000). 8. At the bottom of the screen click the Apply button. 9. At the top of the screen click the Save button. Data QoS Maps 30

33 Data QoS Maps Packet Matching Data QoS Maps Packet Marking 31

34 Now create a Signal Traffic Matching QoS Map: 1. From Data in the left column, select QoS Maps. 2. Under Add New QoS Map, in the Map Name field, use the same map name as in the previous step ( Traffic_Match ). 3. In the Sequence Number field enter a high priority number such as 20. The available range is and click Add. (lower numbers = higher priority) 4. You ll be taken to the configuration page for your new QoS map. 5. Check Match All. 6. Select the Packet Matching tab. Check List and select the Signal ACL created earlier. 7. Check DSCP, click Add a new DSCP line and select CS3 from the drop down. 8. Select the Queuing tab and select the radio button Unlimited Priority Bandwidth. 9. At the bottom of the screen click the Apply button. 10. At the top of the screen click the Save button. Next, create an Audio Traffic Matching QoS Map: 1. From Data in the left column, select QoS Maps. 2. Under Add New QoS Map, in the Map Name field, use the same map name as in the previous step ( Traffic_Match ). 3. In the Sequence Number field enter a high priority number such as 20. (Because the map name is the same as the previous map, the sequence number must be different.) 4. You ll be taken to the configuration page for your new QoS map. 5. Check Match All. 6. Select the Packet Matching tab. Check List and select the Audio ACL created earlier. 7. Check DSCP and click Add a new DSCP Line. 8. Select EF from the first dropdown. 9. Select the Queuing tab and select the radio button Unlimited Priority Bandwidth. 10. At the bottom of the screen click the Apply button. 11. At the top of the screen click the Save button. 32

35 Data QoS Maps Queuing Configuring QoS with the GUI, Step 3: Apply QoS Finally, attach the QoS policies to the Vlan 1 and Eth0/1 interfaces: 1. From Data in the left column, select QoS Maps. 2. Under QoS- policy assignment and statistics, locate vlan For vlan 1 Inbound QoS- Policy, select your Signal_Mark QoS policy. 4. For vlan 1 Outbound QoS- Policy, select your Traffic_Match QoS policy. 5. For eth 0/1 Outbound QoS- Policy, select your Traffic_Match QoS policy. 6. At the bottom of the screen click the Apply button. 7. At the top of the screen click the Save button. 33

36 Configuring Traffic Shaping Traffic shaping is highly recommended to limit download rates so higher priority traffic always has enough bandwidth. By setting up another Firewall/ACL rule, we can effectively limit the bandwidth of all non- phone devices. This is useful when you have employees using bandwidth- intensive applications, performing downloads, or streaming video. Begin by creating an ACL for ports : 1. From Data in the left column, select Firewall / ACLs. 2. Scroll to the bottom of the page and click Configure ACLs. 3. Enter an ACL name ( Traffic_Shape ), select Extended and then click Add New ACL. 4. Click on the new name ( Traffic_Shape ) and click Add New Traffic Selector. 5. In the Protocol dropdown select TCP. 6. Under Destination Data, Destination Ports check Specified, select Range from the drop down and enter 1 to At the bottom of the screen click the Apply button. 8. At the top of the screen click the Save button. Create another ACL for ports : 9. From Data in the left column, select Firewall / ACLs. 10. Scroll to the bottom of the page and click Configure ACLs. 11. Click on the previous created ACL ( Traffic_Shape ), then click Add New Traffic Selector. 12. In the Protocol dropdown select TCP. 13. Under Destination Data, Destination Ports check Specified, select Range from the drop down and enter 5062 to At the bottom of the screen click the Apply button. 15. At the top of the screen click the Save button. 34

37 Create a corresponding QoS Map: 1. From Data in the left column, select QoS Maps. 2. Under Add New QoS Map, in the Map Name field type a description ( Shaping_Map ). 3. In the Sequence Number field enter a high priority number such as 10. The available range is and click Add. (lower numbers = higher priority) 4. You ll be taken to the configuration page for your new QoS map. 5. Select the Packet Matching tab. Check List and select the ACL you created in the previous step ( Traffic_Shape ). 6. Select the Queuing tab and select Traffic Class Queuing. 7. Check Shaping/Average and enter a bandwidth value. (This will limit all types of TCP/Web traffic to a maximum of the value set). 8. At the bottom of the screen click the Apply button. 9. At the top of the screen click the Save button. Attach the QoS policy to Vlan1: 1. From Data in the left column, select QoS Maps and scroll down to Vlan1. 2. Under Outbound QoS- Policy, select the QoS map you just set up. 3. At the bottom of the screen click the Apply button. 4. At the top of the screen click the Save button. 35

38 Data QoS Maps Data QoS Maps Packet Matching 36

39 Data QoS Maps Queuing Configuring Netflow Data Export The AdTran 3120/3130 comes with the ability export valuable data to an external program that gives FreedomVoice a technical visualization on a variety of network specs. This can help us to better troubleshoot any network issues. Enabling this export can be done via the GUI: 16. From Monitoring in the left column, select IP Flow / Top Traffic. 17. Scroll to the bottom of the page and click Configure ACLs. 18. Select the Export tab. Fill out the Destination Address as and the UDP Port as Select the Interface tab and make sure Ingress and Egress are checked only for the interface to which the phones are connected (default is vlan 1). Note: Do not make any selections from the dropdown menus here. 20. Click Apply. 21. Select the Top- Traffic tab and check the Enable box. 22. Click Apply. 23. Click Save. 37

40 Stage 3: Installing the FreedomIQ System Logging In to WebLink WebLink serves as the online control panel for the customer s FreedomIQ service. Through this portal, you or your customer can make numerous changes to the service, check messages, update information, activate devices, and more. Get started by logging in: Log in to WebLink at by clicking Login at the top of page. Enter the customer s phone number in the phone number field and click Login. Enter the customer s login address and password and click Login. You will be taken to the FreedomIQ WebLink home page for this account. FreedomIQ WebLink Home Page Adding Users The first step is to create system users. This creates a login and grants system permissions. We can then assign system resources to the users such as extensions and phones. 38

41 Users generally represent individual employees of a company. With FreedomIQ, each user is assigned an extension number that includes a voic box. Creating a user requires assigning an extension, user type (permission level), address, and time zone. To add users, follow these steps: From the home page in WebLink, click User List". At the top of the User List page, click Add New User. Use the fields provided to enter the user s display name, extension, and e- mail address. Click Save to add the User. You may change user information at any time with the Edit button. All of this user information can found in the Customer Workbook, Section 8 Extension Configuration. Repeat this procedure to add all of the users for this system. FreedomIQ WebLink User List Activating Phones Now that the users have been added, you can activate and assign phones. To activate a phone, follow these steps: From the home page in WebLink, click Activate a Phone". You will first be prompted to provide the phone s MAC address. 39

42 FreedomIQ WebLink MAC Address Verification To locate the MAC address, turn the phone over. The MAC address is a unique device identifier and should be found on the rear of the device near the LAN port. The MAC address is 12 characters long and contains letters and numbers. Enter the MAC address into the associated field to continue. Use the dropdown menus to select the Make and Model of the device. When finished, click Next. Note: We only recommend and fully support phone product lines currently available through FreedomVoice (whether purchased through us or not). These include, most notably, Polycom SoundPoint IP phones. If a customer is providing their own hardware, please work with FreedomVoice to confirm compatibility prior to installation. Next, you ll confirm the model and assign a DID. DID information can found in the Customer Workbook in Section 8 Extension configuration worksheet. If the DIDs are already available on the customer s account, use the Choose an existing available number option and select one of these numbers. Otherwise, select the second option and provide a mock phone number in the NPA- NXX desired. We will do our best to obtain a phone number in the local area to the number provided. 40

43 When finished, click Next. FreedomIQ WebLink Phone Number Assignment The next step is to assign a user and extension to this phone. This assumes that the system users that correspond with each extension were already set up in the previous step. Use the fields provided to assign the properties this phone will inherit: Time Zone Extension Display Name FreedomIQ WebLink Extension Assignment 41

44 Finally, you must register the location of the phone you are activating for the purposes of E911. This must be the physical address of the phone. Please double- check this step with your customer to make sure they are protected in the event of an emergency. We cannot stress enough how important the E911 customer information is. Be sure that the customer has agreed to the E911 terms and conditions. It is possible in some cases that the behavior of E911 through our system may differ to that of a standard Telco E911 service. The customer is responsible for keeping the subscriber information accurate, and you should verify that the subscriber address is in the database. Current E911 location information is also available from the phone. (On the Polycom IP- 550 press the Applications button and select E911 Location Check. On the 335 model press Menu > Application (scroll down) > Apps Continue and verify the address.) An E911 sticker should have been shipped with each phone that was purchased. After entering the correct information for the phone location, the E911 sticker needs to be applied to the phone. If you need a replacement sticker please contact FreedomVoice to have one shipped immediately. 42

45 Use the fields provided to give the device: Residence Name Street Number Street Name Apt/Suite City State Zip Code FreedomIQ WebLink E911 Information After activating a phone you will receive a confirmation of successful activation. The user will receive an with their temporary password and a link to login to their account. 43

46 Recording the Auto Attendant Greeting The Auto Attendant Greeting is the first recording callers hear when they dial the FreedomIQ system. This greeting should direct callers how to navigate the system and reach the extension for which they are calling. To configure the auto attendant greeting, follow these steps: Log in to WebLink. Click on the Settings tab. Select System Settings System Recordings. Select Auto Attendant from the drop- down. You will see several options listed for changing this recording. We recommend Load from Audio File or Have System Call Me to Record. FreedomIQ WebLink Auto Attendant Greeting 44

47 To load from an audio file: Click Load from Audio File from the list of options. Browse for the audio file you wish to load. (.wav or.mp3 format only) Once you have selected the audio file, the system will automatically replace any existing Auto Attendant Greeting. Once the upload has finished, the recording will load in the playback section of the screen. To have the system call you to record: Click Have System Call Me to Record from the list of options. Enter your phone number in the box that appears. A confirmation box will appear, and you will receive a call shortly. This call does not need to be to your FreedomIQ phone. When you answer the call, the system will give you options for reviewing and recording the Auto Attendant Greeting. Press 2 to make a new recording. When finished recording, press any key to stop the recording. Make sure to press 3 to save the recording before hanging up. When you are finished with the call, click ok in the box in WebLink. You may need to refresh the page to update the playback section in the center of the screen. Scripting the Auto Attendant Scripting choices for the Auto Attendant are very important, and require, in part, knowledge of the core call tree architecture of a FreedomIQ system. FreedomIQ comes pre- configured with 15 extensions, though more can be added simply by creating additional users. These extensions are numbered and , unless the customer has requested differently. We suggest using two- digit extensions for departments, such as Sales, Support, etc., as under default configuration extensions can be accessed with a single keypress (0 5, respectively) from the Auto Attendant. For example, Press 1 for Sales, would take a caller to extension 81. Professional Voice Talents If you or your customer is interested in having one of our professional voice talents create an auto attendant recording. For scripting advice, or to submit a completed script for a quote, please contact [email protected]. 45

48 Recording Extension Voic Greetings Extension greetings are the recordings that play on a user s voic box if there is no answer at any call forwarding numbers or if call forwarding is not setup on the extension. Each extension can have a unique greeting. This recording will typically instruct the caller to leave a message. Log in to WebLink. Click on the Settings tab. Select Mailbox Properties MB Recordings. Select an extension / voic box from the drop- down. You will see several options listed for changing this recording. We recommend Load from Audio File or Have System Call Me to Record. FreedomIQ WebLink Extension Voic Greetings 46

49 To load from an audio file: Click Load from Audio File from the list of options. Browse for the audio file you wish to load. (.wav or.mp3 format only) Once you have selected the audio file, the system will automatically replace any existing greeting. Once the upload has finished, the recording will load in the playback section of the screen. To have the system call you to record: Click Have System Call Me to Record from the list of options. Enter your phone number in the box that appears. A confirmation box will appear, and you will receive a call shortly. This call does not need to be to your FreedomIQ phone. When you answer the call, the system will give you options for reviewing and recording the greeting. Press 2 to make a new recording. When finished recording, press any key to stop the recording. Make sure to press 3 to save the recording before hanging up. When you are finished with the call, click ok in the box in WebLink. You may need to refresh the page to update the playback section in the center of the screen. Continue this process until you have recorded a greeting for each extension. Alternatively, this task and instructions can be given to individual users, if the customer prefers to have users create their own voic greeting. Recording a Directory Listing The director listing is a spoken list of available extensions that can tell callers how to reach their desired party. This listing can be accessed by dialing # from the Auto Attendant. If your customer wishes to use this feature, make sure it is mentioned from the Auto Attendant. Log in to WebLink. Click on the Settings tab. Select System Settings System Recordings. Select Mailbox Directory Listing from the drop- down. You will see several options listed for changing this recording. We recommend Load from Audio File or Have System Call Me to Record. 47

50 FreedomIQ WebLink Directory Listing To load from an audio file: Click Load from Audio File from the list of options. Browse for the audio file you wish to load. (.wav or.mp3 format only) Once you have selected the audio file, the system will replace any existing greeting. Once the upload has finished, the recording will load in the playback section of the screen. To have the system call you to record: Click Have System Call Me to Record from the list of options. Enter your phone number in the box that appears. A confirmation box will appear, and you will receive a call shortly. This call does not need to be to your FreedomIQ phone. When you answer the call, the system will give you options for reviewing and recording the greeting. Press 2 to make a new recording. When finished recording, press any key to stop the recording. Make sure to press 3 to save the recording before hanging up. When you are finished with the call, click ok in the box in WebLink. You may need to refresh the page to update the playback section in the center of the screen. 48

51 Configuring Delivery of Voice Messages Any voic messages left on the FreedomIQ system can be forwarded to a user s as an audio file attachment. To configure delivery of message, follow these steps in WebLink: Log in to WebLink. Navigate to the Settings tab, then Message Delivery, then Delivery. Select the correct extension from the menu. Edit the current (s) listed or click the Add Another button. Enter an address where messages are to be sent. Repeat as needed until all desired extensions are configured. Click the Save button when finished. There are other message delivery options available, including: Different file formats other than MP3. Opting not to attaching the message. Compression & password protection of messages. FreedomIQ WebLink Delivery of Messages 49

52 Setting Up Call Delivery Call delivery using call forwarding is one of the basic building blocks of the system and controls when, where, and how forwarded calls should be routed. To set up call delivery, follow these steps: Log in to WebLink. Navigate to the Settings tab, then Call Delivery, then Call Forwarding. Use the dropdown at the top of the section to select the extension you wish to modify. Click Add New Number button at the bottom of the section to add a new entry. Use the Forward Type drop- down to specify a Number, User, or Group. FreedomIQ WebLink Call Delivery For numbers, use the fields provided to enter the phone number and any necessary extension to be dialed once connected with that number, if applicable. For users, use the Display Name dropdown menu to select a user on the system. For groups, select the ring group you d like to add. More information on groups can be found later in this section. When finished, click the Save button at the bottom of the screen. 50

53 Setting Up Call Forwarding Schedules Call forward entries default to a 24/7 schedule unless modified. To set a specific call schedule for a call forwarding entry, follow these steps: Log in to WebLink. Navigate to the Settings tab, then Call Delivery, then Call Forwarding. Use the dropdown at the top of the section to select the extension you wish to modify. In the call forwarding entry for which you want to add a call schedule, click Add Call Time. Specify the Start and End time, days of the week, and number of rings for this entry. FreedomIQ WebLink Call Forwarding Schedules The above rule is from 8am to 5:59pm, Monday Friday, with the caller going to voic after 4 rings. A call after 6pm or on Saturday or Sunday will go directly to voic . Note: Call schedules are usually not required for entries with Forward Type of user. Users log in and out of phones when available, using the phone s presence feature to determine whether they are available to take calls or not. When logged out, call forwarding entries for a user will be skipped. 51

54 Setting Up Call Forwarding Groups Call forwarding groups allow your customer to route calls to several phones with a single call forwarding entry, such as simultaneous ring for a customer service department or a hunt group for a sales rotation. To set up call forwarding groups, follow these steps: Log in to WebLink. Navigate to the Settings tab, then Call Delivery, then Call Forwarding. Use the dropdown at the top of the section to select the extension you wish to modify. Click Add/Edit Groups. In this example we named the group Customer Service, choose Call Rotation and now users or numbers can be added to the group. FreedomIQ WebLink Call Forwarding Groups 52

55 Select the type of call distribution that you want to use for this group. Call Rotation: This method will distribute calls on a rotational basis. The rotation will step forward from where it left off on the previous call to decide who will be tried first. Most Idle Calling: This method will distribute calls based on how long each group member has been off the phone. The group member that has been idle the longest will be tried first. Least Call Time: This method will also distribute calls based on how long each group member has been on the phone. The group member that has been on the phone the least (proportional to time spent logged in and on calls) will be tried first. End Weighting: This method will distribute calls in a top- down fashion based on the order of the group member list. The highest available group member will be tried first. Simultaneous: This method will ring every group member at the same time. Next, use the dropdown menus to add group members. These can be users, numbers, or even other groups. Click Add Group Member to add the entry to the group. When finished, click Save Group. This group will now be available to select after choosing a Forwarding Type of Group for a call forwarding entry. FreedomIQ WebLink Call Forwarding Group List 53

56 Setting Up Call Queuing Call queuing allows for a hold limit to be set for an extension for the purposes of call delivery. When a caller selects an extension with call queuing, the extension will continue to try to forward the call until either it is answered or the hold limit elapses. If the limit is reached, the caller is sent to voic . To set up call queuing, follow these steps: Log in to WebLink. Navigate to the Settings tab, then Call Delivery, then Call Queue. Use the dropdown at the top of the section to select the extension you wish to modify. Click the box for Enable Call Queuing to turn this feature on. To announce the caller s position in the queue to them, check the box Announce Position to Callers. To play a brief tone for those on the phone assigned to the extension s call forwarding list when a new caller enters the queue, check the box New Call Announce. Set a Maximum Hold Time. (in minutes) To check the status of the queue at any time, click the View Status link. When finished, click Save. FreedomIQ WebLink Call Queuing 54

57 Setting Up a Call Announcement Call Announcement options will play pre- recorded messages when answering live calls. In most cases, callers do not hear the information that is played for the user, allowing your customer to effectively screen or redirect calls as needed. The three most commonly used options are: Call Announcement: Announces an extension name or department to the call recipient. Call Whisper: Prompts the caller to speak their name and plays to the call recipient. Caller ID Announce: Plays the caller s phone number to the call recipient. FreedomIQ WebLink Call Announcement To set up a call announcement, follow these steps: Log in to WebLink. Navigate to the Settings tab, then Call Delivery, then Call Announcement. Use the dropdown at the top of the section to select the extension you wish to modify. Check the box next to the Announce Type you wish to activate. For a basic Call Announcement, you will need to record the extension name. Click on Call Me to Record Name. Enter your phone number in the box that appears. A confirmation box will appear, and you will receive a call shortly. 55

58 When you answer the call, the system will give you options for reviewing and recording the Call Announcement. Press 2 to make a new recording. When finished, press any key to stop recording. Make sure you press 3 to save the recording before hanging up. When you are finished with the call, click ok in the box in WebLink. When you are finished, click Save. Setting Up Call Block Call Block allows your customer to block incoming calls from payphones or from a certain area code, area code plus exchange, or an entire number. To block calls, follow these steps: Log in to WebLink. Navigate to the Settings tab, then System Settings, then Call Block. To block calls from payphones, check the box next to Block Calls from Payphones. Click Add Another or Remove to modify the list of blocked numbers. When you are finished, click Save. Note: There is a 54 surcharge mandated by the FCC for all calls from payphones to any of the customer s toll free numbers. Unless these calls are blocked, this is passed on to the customer. FreedomIQ WebLink Call Block 56

59 Setting Up Dial By Name The Dial By Name feature allows for callers to reach their desired party by spelling a name with the digits on their phone. Callers can access your customer s Dial By Name directory by pressing the # key from the Auto Attendant. Then they will be prompted to spell either the first or last name of the party they are trying to reach, depending on how the directory was configured. Calls will be routed if there is a match, otherwise they will be prompted to make another entry. If there are two matching entries like Chris and Christine, the extension name will play, if available. If not available, then the extension number/name will play and give the caller the option to choose one of the extensions. To set up the Dial By Name directory, follow these steps: Log in to WebLink. Navigate to the Settings tab, then System Settings, then Dial By Name. Use the radio button to specify whether using a Last Name or First Name directory. Click Auto Generate List to automatically populate with the users on the system. Click Add Another to make a new entry on the Dial By Name directory. Use the fields provided to edit the directory and the corresponding extensions. To play the mailbox extension number to callers, check the box under Announce Box#. Click on the microphone icon under Call Announce Recorded to create or modify the Call Announcement for the specified extension. When you are finished, click Save. FreedomIQ WebLink Dial By Name Directory 57

60 Training Your Customer: Checking Messages Now that you re done configuring the customer s settings in WebLink, it s time to train up your customer on how FreedomIQ service works, starting with checking messages. From WebLink: Log in to WebLink. Navigate to the Mailbox tab. Select the desired extension. Select the folder for the messages. The default is new or Inbox. To play a message, click on it and an audio player will automatically appear. If there are any fax messages, they are displayed in the same view. From a Polycom phone: Press the Messages key. Press the Select soft- key. Press the Connect soft- key. Follow the instructions and use the following commands to review messages: Press 1 to listen to your new messages Press 2 to listen to your saved messages Press 3 to listen to your deleted messages After listening to a message, you have the following options: Press 1 to delete the message Press 2 to save the message Press 3 to repeat the message Press 4 to skip the message Press 5 to return the call Press 6 to hear the time/date of the message Press 7 to hear the telephone number of the caller Press 8 to send the message to another extension 58

61 Training Your Customer: Running ACD Reports FreedomIQ has built- in ACD and can provide a robust set of reports to allow for easy access to call detail records (CDRs). To access these reports: Log into Weblink. Select the Reports tab. Review the available reports: Status report: Who is logged in, talking, on hold, or off the phone. Schedule report: Examine call traffic peaks for scheduling purposes. Calls report: Filter for peak times, by hour, by day. Mailbox report: All calls involving a given extension. Missed calls: All calls that were missed. Call monitor: Allows authorized users to monitor phone calls. This is normally done in call center environments for coaching, quality control, and review purposes. Your customer can export the data, as well, to sort through it offline. 59

62 Training Your Customer: Using Polycom Phones This is a brief summary on using the Polycom phones links will be provided for the quick user guide and the full guide for each model phone. Using the phones is fairly intuitive; the phone has the standard buttons which everyone is familiar with such as: Conference Lines Messages Do Not Disturb Transfer Redial Speaker Hold Mute Ringer Volume Headset Directory The phone may have more or less of these buttons depending on the model. For example, here s an overview of the Polycom SoundPoint IP 550: 60

63 Polycom Phone Features The Basics Below are a few quick examples of how to perform everyday phone functions using a Polycom SoundPoint IP phone. While not all phones are exactly the same, the instructions below apply to the majority of Polycom SoundPoint IP phones available. Place a call on hold: Press the Hold key. To retrieve the call, press the Resume soft- key or press the Hold key again. Start a 3- way call: Call the first person. (or during a current call) Press the Conference soft- key. Enter the phone number or extension number you wish to conference in. Press the Send soft- key. Once this recipient answers, press the Conference soft- key again to connect all lines. Attended transfer: Press the Transfer soft- key. Enter the phone number or extension number to which you wish to send the call. Press the Send soft- key. Speak with the transfer recipient. Press the Transfer soft- key again to complete the attended transfer. Blind transfer: Press the Transfer soft- key. Press the Blind soft- key. Enter the phone number or extension number to which you wish to send the call. Press the Send soft- key. 61

64 Park a call: Press the Park soft- key, followed a parking space up to 4 digits in length. For example, press Park, 805. This puts the caller on hold until retrieved. Retrieve a parked call: Press the Retrieve soft- key, followed by the parking space number used to park the call. For example, press Retrieve, 805. This retrieves the call from being on hold. Polycom Phone Menu and Advanced Settings In addition to the standard keys and soft- keys, there are advanced settings and configurations available on most Polycom phones. Phones purchased from FreedomVoice will be auto- configured and receive their setup information prior to shipping. When the phones are not purchased from FreedomVoice, it may be necessary to verify and change some of the configuration settings. These settings are also used for troubleshooting and diagnostic purposes. Accessing advanced settings can be done by following these steps on the phone: Press the Menu key. Scroll to and select the Settings section. Scroll to and select the Advanced section. To access these settings you will need the phone password. The default password is 456. Of primary concern are network configuration settings. Once in the Advanced section, follow these steps to reach the network configuration area: Scroll to and select Admin settings. Scroll to and select Network Config. From Network Configuration, you can check several critical pieces of information. Verify that the phone s settings match those listed below. 62

65 DHCP Client, correct setting: Enabled (if using DHCP, which is preferred) Server Menu (select for details), correct settings are: HTTP, setup.hostedipbx.com Reboot a Polycom Phone To manually reboot most Polycom phones, simultaneously hold down the following buttons: Volume Up Volume Down Mute Messages Check a Polycom Phone s MAC Address and IP Address To check the MAC or IP address of a Polycom phone, follow these steps: Press the Menu key. Scroll to and select Status. Scroll to and select Platform. Scroll to and select Phone. Check a Polycom Phone s Registration Status To check whether a Polycom phone is registered, follow these steps: Press the Menu key. Scroll to and select Status. Scroll to and select Lines. Check a Polycom Phone s E911 Information To check whether a Polycom phone is registered, follow these steps: Press the Menu key. Scroll to and select Applications. Scroll to and select Apps Continue. 63

66 Check the Configuration Setting without Editing In some cases, you may wish to view or have a user view the configuration setting without wanting them to be able to make edits. To do so, follow these steps: Press the Menu key. Scroll to and select Status. Scroll to and select Platform. Scroll to and select Configuration. Restoring Factory Default Settings on a Polycom Phone In some cases, it may be necessary to reset the phone to factory default settings. If you do reset the device it will be necessary to manually reconfigure the provision address so the phone can download the proper configuration. To restore default settings, follow these steps: Press the Menu key. Scroll to and select Settings. Scroll to and select Advanced. Enter the phone password. (default is 456) Scroll to and select Admin Settings. Scroll to and select Reset to Default. 64

67 Stage 4: Post- Installation Troubleshooting (if required) Configured appropriately as per this technical installation manual, using approved hardware on a network with proper QoS and sufficient bandwidth, we don t anticipate your customer will experience call quality or call connectivity issues. However, in the event that such an issue does arise, such as jitter, echo, packet loss, one- way audio, etc., there is a fairly straightforward procedure that FreedomIQ technical support will use to trace the root cause. In the majority of cases, these problems are the result of either your customer s network configuration (specifically, hardware settings) or your customer s available bandwidth and connection to their ISP. While these are not the only possible causes of call quality or call connectivity issues, they are typically the easiest and most productive place to start. For assistance with these issues, do not hesitate to contact FreedomIQ technical support. In the course of troubleshooting, we may also need to work closely with the person in charge of managing your customer s network. Whether this is you, your customer s IT staff, or a 3 rd - party vendor, this person should possess the following: A detailed knowledge of your customer s network infrastructure Both physical and configuration access to network devices (routers, firewalls, etc.) Additionally, there are a handful of tests that you or your customer can perform before contacting technical support to help speed the issue toward resolution. As stated above, many cases are resolved as a matter of testing the network, and the information provided by these tests are often enough to point technical support in the right direction: Does the issue occur when placing calls from extension to extension? Does the issue occur when placing calls from DID to DID? Does the issue occur when placing calls from outside lines to system numbers? Does the issue occur when placing calls to numbers outside of FreedomIQ service? Note: All test calls should be performed handset- to- handset, with no headsets or speakerphone. Also make sure that phones used for troubleshooting are set to a moderate sound level. Volume too low may be inaudible, while too high of a setting may cause speaker distortion and/or microphone interference. 65

68 Running Another VoIP Speed Test You may also want to evaluate your customer s connection to their ISP again by running another VoIP Speed Test and including these results when contacting technical support. The following results should be considered a failure of the ISP: MOS Score is less than 3.0 Jitter is over 20ms Packet loss is higher than or equal to 0.8% Round Trip time over 240ms (audible echo/delay) Providing Information to Technical Support When contacting technical support, it is helpful for you or your customer to be as descriptive as possible about the issue and provide the information described above (test calls, running another VoIP Speed Test). Here are some additional details we may require to properly troubleshoot the issue: Any existing case number (if applicable) FreedomVoice customer ID number and main phone number on the service Specific call examples where the issue was experienced, including: Number calling to and from Exact date, time, and time zone of call(s) in question Description of what occurred on the call (jitter, echo, one- way audio, etc.) Is the issue easy to reproduce? If so, how? Does the issue only happen at a certain time of day? Is the issue related to one phone or all phones? What is the network topology (direct, daisy- chain, etc.)? What type of Internet connection does your customer have (T1, Cable, DSL, etc.)? What is the subscribed bandwidth of Internet service available (inbound and outbound)? How many phones or other devices are on the same network segment? How many phones are in use at any given time (number of concurrent calls)? Based on 88kbps per phone, is there sufficient bandwidth for concurrent calls? What is the make/model/firmware of any network components? (firewall, router, etc.) 66

69 Double- Checking LAN Wiring and Hardware Your customer may experience call quality or call connectivity issues that have nothing to do with the settings on their network devices, but rather the physical wiring or device components of the LAN. One of the signs that this may be the cause of the issue is that these problems are commonly isolated to a single phone or a subset of phones that share a network device. You may also want to double- check your customer s wiring and hardware for any defect. While such issues are less common, they are easily tested. The following are a few items to check. Bad Ethernet Cabling Faulty Ethernet cable can create symptoms of packet loss or completely render a phone inoperable in some cases. Make sure that Ethernet cable does not exceed a distance of 100 meters, that both ends are plugged into the correct ports, and that connections are not loose. If isolated to a single phone (or small set of phones), check the Ethernet cable for any flaws such as missing pins or wire damage. Replace any suspect cable and/or move the phone to a known working location to see if the problem continues. Defective Handsets Defective handsets can cause noise, distortion, humming, hollowness, and other disruptive sounds that may be confused with network- related call quality issues. If the issue is isolated to a single phone, try replacing with another device. If the problem improves, the handset may need to be replaced. Failed Device Ports Devices can also be affected by duplex mismatches or defective device ports. Try moving the phone to a different port or switch to see if you can replicate the issue. Interference Electromagnetic interference can be caused by many things in the environment around your customer s phones, including florescent lights, power cables, generators, and heavy machinery. If possible, check to make sure that the devices are free from this type of interference. 67

70 Appendix A: Transferring Customer Numbers to FreedomVoice To ensure that any transfer of your customer s existing toll free and/or local phone numbers happens as quickly as possible, it s important to submit the appropriate, completed transfer request forms as soon as possible after the phone installation has taken place and the service has been found to be working to your customer s specification. The generally recommended time frame is within five (5) days of the order being confirmed. Important Number Porting Steps Transferring numbers is a multiple- step process that unfortunately requires a high degree of accuracy to be efficient. These requests aren t just going to FreedomVoice they re ultimately being sent to your customer s existing carrier for verification. If the information provided doesn t match exactly, the request may be delayed or rejected. See the following video for helpful tips on porting numbers to FreedomVoice: Important Number Porting Steps (Also under Number Porting on Porting Toll Free Numbers To transfer your customer s toll free phone numbers for use as main system numbers, please use the following form: Toll Free Number Transfer (Also under Number Porting on Porting Local Numbers / DIDs To transfer your customer s local phone numbers, for use as either main system numbers or DIDs, please use the following form: Local Number Transfer (Also under Number Porting on 68

71 Appendix B: Frequently Asked Questions What are Trunk Lines and Subscriber Lines? Trunk Lines are your customer s direct connections to the PSTN. These can be inbound calls from the PSTN to your customer s FreedomIQ service or outbound calls from a FreedomIQ phone to the PSTN. Subscriber Lines are your customer s connections from their phones to the FreedomIQ Gateway. How is E911 different from 911 with traditional phone service? With E911 service, when your customers dial 911 their telephone number and registered address is automatically sent to the local emergency center assigned to your customer s location. Emergency operators have access to the information they need to send help and call back, if necessary. Customers in locations where the emergency center is not equipped to receive, capture, or retain the telephone number and address have basic 911 or limited E911. In this case, the local emergency operator answering the call may not have your customer s call back phone number or exact location, so your customer must be prepared to give them this information. Until this information is provided, the operator may not be able to return the call if it is dropped or disconnected, or dispatch help if the caller is unable to speak. What is URL Call Disabled and why does this appear on phones? The error message URL Call Disabled means that URL- based dialing is disabled within the phone and it is not able to register against any of the necessary registration servers. The typical cause for this message is an inability for the phone to connect to the Internet because of a misconfiguration or because of the configuration of your customer s firewall. Why can t my customer check messages with the on- phone Messages button? The Messages button on Polycom VoIP phones requires that a FreedomIQ user account be assigned to the same extension initially associated with the phone at the time of its activation. To resolve this issue, you will need to create or assign the appropriate user through WebLink. Once this is done, you will be able to check messages via the Messages button. 69

72 Are softphones supported by FreedomIQ? FreedomIQ supports two softphones: CounterPath s X- lite and Bria A link to download these softphones is provided in WebLink under the Support tab, Downloads section. Does my customer require a subscriber line for a softphone? Yes, a subscriber line is required for each active softphone. Are all Polycom phones offered through FreedomVoice PoE- capable? All Polycom phones we currently offer are PoE- capable and 802.3af compliant. In the event your customer is using a discontinued, non- PoE Polycom phone, such as the SoundPoint IP 300, 301, 500, or 501, they will need to purchase a Polycom SoundPoint PoE Ethernet Cable. What is the password to get into the Advanced Settings on my Polycom phone? The default password for accessing Advanced Settings on a Polycom phone is 456. How do I activate a phone that was not purchased through FreedomVoice? To activate a phone that is not sold by FreedomVoice, please contact technical support. Additional information will be needed to properly activate these devices. Keep in mind, however that phones not purchasable through FreedomVoice are not officially supported and may not work properly or be able to take full advantage of the features of FreedomIQ service. How do I reboot my customer s Polycom phones? Polycom phones can be rebooted by disconnecting their power and plugging them back in. Alternatively, enter the following keys concurrently: both Volume keys, Mute, and Messages. Why does it sometimes take a long time to boot a Polycom phone? The phone boot process might require a few extra minutes if the firmware configuration has been upgraded or altered. The phone must download the new configuration and save it to memory before the phone can continue through the boot process. How does my customer update the E911 address of a phone after moving? The E911 address for a FreedomIQ phone can be updated by logging into WebLink and selecting Update E911 Info. Alternatively, you can technical support to make this change. 70

73 I have activated one of my customer s phones, but when I call the auto attendant and press the extension the phone doesn t ring. Why? When a device is activated through our system, you must also configure the call delivery of the phone s extension / voic box to have calls be sent to the phone. When my customer places an outbound call, the caller ID is not the number they want displayed. Can that be changed to another number on their account? The outbound caller ID can be adjusted, but not through the phone or WebLink. You will need to contact technical support with the customer s information and desired outbound caller ID. How much bandwidth does my customer need for FreedomIQ? FreedomIQ uses the G.711u codec, requiring approximately 88kbps per phone call. To find absolute maximum bandwidth utilization, simply multiply the number of phones times this number. It is possible, however, that actual bandwidth requirements will not reach this level. Does FreedomVoice have a list of recommended routers? The preferred router for use with FreedomIQ is the AdTran Netvanta 3120 / 3130 (for cable/t1 and ADSL, respectively). This router has been thoroughly tested and found to work well with FreedomIQ service. A list of other tested routers can be found through your WebLink account under the Partner tab in the Hardware Information section. Can my customer use their existing fax machine with FreedomIQ? Your customers can continue using their landline fax machines by purchasing an ATA device. Though, due to latency issues, this is generally not recommended. How does my customer receive a fax? Faxes sent to your customer s main FreedomIQ phone number will be delivered to the default fax extension of the system. The fax will also be delivered as a PDF attachment to the address(es) configured for that extension. How does my customer send a fax? Your customer can send an Internet fax online via WebLink by logging in an clicking on the Mailbox tab, then clicking the Fax icon above the stored messages. 71

74 How can my customer get extensions that begin with a different digit than 8? This is possible, as long as the customer recognizes that the digit chosen will no longer be able to be used as a shortcut. For example, if your customer requests extensions that begin with 1, dialing 1 from the auto attendant no longer functions as a shortcut to one of the customer s extensions (e.g. no more, Dial 1 for Sales, ). Is it possible to have more than one auto attendant? Yes, we can add additional auto attendants to your customer s FreedomIQ service for a small fee. For this type of service customization, please contact technical support. What s the advantage of setting up call routing to a user instead of a DID? Routing calls to users will follow their logins and logouts, delivering the call to the phone if logged in or moving forward on the call forwarding list / going to voic if logged out. Routing to a phone's DID will simply deliver the call to the phone, regardless of login status. How do I enable the intercom feature on my phones? Enabling the intercom feature requires some additional configuration by FreedomVoice. Please contact technical support to enable this feature. Can I configure overhead paging for my customer with FreedomIQ? Overhead paging systems can be used with the purchase of an ATA device from FreedomVoice. Overhead SIP paging systems can also be used without an ATA device. Can I configure my customer s door buzzers with FreedomIQ? Door buzzers can be used with an ATA device and some additional configuration for automatic dialing. Please contact technical support for assistance with configuring door buzzers. 72

75 Appendix C: Scripting Samples Below are a few very basic sample scripts your customers can use for their auto attendant and voic greetings. Simply replace the sections in bold with the information relevant to your customer and the way they want their greetings configured. Remember, these are just suggestions. Your customer is free to script their auto attendant and voic greetings however they wish, and can include additional information such as business hours, driving direction, and promotional messaging as they see fit. Sample Auto Attendant Greeting Thank you for calling (customer s company name). If you know the extension of the person or department you wish to reach, you may dial it at any time. Please choose from one of the following options. For (department or person #1), dial 1. For (department or person #2), dial 2. For (department or person #3), dial 3. Otherwise, remain on the line and a representative will assist you shortly. Sample Voic Greetings Thank you for calling our Sales Department. All of our representatives are currently assisting other customers, so please leave a message after the tone, and we will return your call promptly. You ve reached the voic of John Smith. I m currently either on the other line or away from my desk. Please leave a message after the tone, and I will return your call as soon as possible. Professional Voic Scripting In the event your customer would like to have their greetings recorded by trained professionals, we offer this service on a quote basis. Work with your customer to write scripts for their desired auto attendant and/or voic greetings, and submit these to FreedomVoice for a quote to [email protected]. 73

76 Appendix D: Hardware Datasheets Below are data sheets for the VoIP phones, ATA devices, routers, and headsets officially supported by FreedomVoice for use with a FreedomIQ Hosted VoIP PBX. These datasheets can also be found on their respective product pages online at: phones/ VoIP Phones Polycom SoundPoint IP 331 Polycom SoundPoint IP 335 Polycom SoundPoint IP 450 Polycom SoundPoint IP 550 Polycom SoundPoint IP 560 Polycom SoundPoint IP 650 Polycom SoundPoint IP 670 Polycom SoundStation IP 6000 Cisco WIP310 Wireless- G Routers AdTran NetVanta 3120 AdTran NetVanta 3130 Cisco WRV210 Wireless- G VPN Router ATA Devices Linksys SPA2102 Linksys SPA3102 Headsets Jabra GN

77 Appendix E: Useful Tools & Forms Below are important tools and forms that you may need over the course of selling and installing a FreedomIQ Hosted VoIP PBX. FreedomIQ Quote Tool Spreadsheet (.XLS) The Quote Tool is a total cost of ownership ROI tool that doubles as an order fulfillment document, allowing you to collect client information to submit an order to FreedomVoice. FreedomIQ Credit Application (.PDF) This is the necessary credit application for customers renting equipment from FreedomVoice. FreedomIQ VoIP Speed Test This web application will evaluate the VoIP phone capabilities of your customer s network. FreedomIQ Installation Aid (.XLS) This document will help you get a better understanding of how your customer wants their system to work, including auto attendant options, call forwarding, voic settings, and more. FreedomIQ User Guide (.PDF) This is the User Guide for configuring FreedomIQ settings via WebLink. Local Number Transfer Form (.PDF) & Toll Free Number Transfer Form (.PDF) These are the forms to submit to FreedomVoice to have your customer s local or toll free numbers moved from their existing carrier to their new FreedomIQ service. 75

78 Appendix F: Glossary of Terms ACD - Automatic Call Distribution ACD is an automated method for distributing calls to a specific group of users on a phone system in a highly efficient manner. ACDs typically route calls based on the routing algorithm which has been selected for distribution. ALG - Application- Level Gateway ALG is a security component that augments a firewall or NAT in a computer network. Auto Attendant - AA An auto attendant allows callers to be transferred to an extension without the need for a live receptionist. BLF Busy Lamp Field The BLF is a light, LED, or other indicator on a phone that signals which users are on the phone connected to the same phone system. Broadband Broadband is a generic term for higher bandwidth Internet access. This can be anything from cable Internet service through Ethernet. Cloud- Based Services Cloud refers to the virtualization of providing service. Hosted service providers, providing service through Internet- based computing, allow for greater scalability in areas like resource sharing, software, telecommunications, and data storage. CTI Computer Telephony Integration CTI is a technology that allows interactions on a computer and a phone to be coordinated. This provides screen pops, Dialing from Outlook, Dialing from Salesforce.com. CPE Customer Premises Equipment CPE refers to network equipment and devices that are located on your customer s premises, such as VoIP phones, routers, switches, ATA devices, etc. This term also refers to legacy PBX, Key and Hybrid systems. 76

79 Delay Delay is when voice packets take longer to arrive at their destination than expected, resulting in the appearance of voices talking over one another. DHCP - Dynamic Hosted Configuration Protocol DHCP is a computer networking protocol used by hosts, or DHCP clients, to retrieve IP address assignments and other configuration information. The client sends a broadcast request for configuration information to the DHCP server, which responds with information from its configuration database. DID - Direct Inward Dialing DID describes the functionality of direct- dialing a phone using a unique phone number assigned to the phone instead of dialing the phone s extension from the auto attendant. These numbers are themselves commonly referred to as DIDs. Demarc Demarcation Point A demarcation point is where a service provider loop is connected to the customer premises via inside wiring. Sometimes this connection requires and extended demarc this is based on the layout of the building and wiring. (see MPOE) DMZ Demilitarized Zone The DMZ is a physical or logical sub- network that exposes an organization s external services to a larger untrusted network (e.g. the Internet). The purpose of a DMZ is to add an additional layer of security to an organization's LAN. DNS - Domain Name System DNS is a hierarchical naming system for computers, services, or any resource connected to the Internet or a private network. DPI - Deep Packet Inspection DPI is a common mechanism in firewalls to determine if a packet s contents match the configured policy to allow the packet through. Since DPI involves reading the payload of the packet, it is computationally expensive and will add delay to VoIP packets. DSL Digital Subscriber Line is a technology that provides higher speed digital data transmission over the existing wires of a local telephone network. This is normally used for an Internet connection. 77

80 Firewall A firewall is a part of a computer system or network that is designed to block unauthorized access while permitting authorized communications. It is a device or set of devices that is configured to permit or deny network transmissions based upon a set of rules and other criteria. Jitter In voice- over- IP technology, jitter is the variation in the time between packets arriving, caused by network congestion, timing drift, or route changes. Key System A key system is a multiline telephone system typically used in small office environments. Key systems originally had different features than those of a standard PBX, including status buttons, call indicators, and line selection. Latency Latency is the time between the moment a voice packet is transmitted and the moment it reaches its destination. High latency can result in a noticeable delay or echo. LOA Letter of Agency An LOA is a document authorizing a service provider to act on a customer s behalf, allowing them to make changes to the customer s service, change providers, or order services. LNP Local Number Portability This refers to the ability to transfer (or port ) an existing local telephone number and assign it to a different service provider. MOS - Mean Opinion Score MOS provides a numerical indication of the perceived quality of received media after compression and/or transmission. The MOS is expressed as a single number in the range 1 to 5, where 1 is lowest perceived audio quality, and 5 is the highest perceived measurement. MPLS - Multi- Protocol Label Switching MPLS is a high performance telecommunications technology that allows end users to connect to telecommunications service providers via a virtually private connection. This highly- scalable and protocol- agnostic connection is capable of QoS and has applicable Service Level Agreements with the carrier to provide best- in- class service for users that demand a higher level of quality. 78

81 MPOE - Minimum Point Of Entry MPOE is the physical point at which the telephone company network ends and connects with the wiring at the end user s location. This jack can be located close to the Demarc or not close by depending on the layout of the building. MWI Message Waiting Indicator MWI illuminates a lamp or LED on a phone to notify the user that they have a message waiting. Packet Loss Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet loss can result in severe call disruption. PBX Private Branch Exchange A PBX is a telephone system that serves a particular business or office. This allows for easy call transfer, extension dialing, efficient use of trunks and many other features. PoE - Power over Ethernet PoE is a technology which allows a LAN to provide electrical power along with data to devices via the LAN cabling. The standard for PoE is 802.af and most modern LAN switches fully support this standard. POTS - Plain Old Telephone Service POTS is traditional copper- wire, voice- grade telephone service. QoE - Quality of Experience QoE is a subjective measure of your customer's satisfaction or dissatisfaction in their experience doing business with a service provider. QoS - Quality of Service QoS is the ability to provide different priority to different applications, users, and/or data flows, often in an effort to guarantee a certain level of performance to a given application, user, or data flow (e.g. voice- over- IP phone calls). Such a guarantee may include a required bit rate, delay, jitter, packet- dropping probability and/or bit error rate. QoS guarantees are important if the network capacity is insufficient, especially for real- time applications such as VoIP. QoS is a requirement for Voice over IP. 79

82 RespOrg Responsible Organization A RespOrg is an organization that is responsible for provisioning toll free phone number service. This term is also used to describe the process for changing the RespOrg for a toll free service, e.g. I m going to RespOrg my numbers to FreedomVoice. Router A router is a device that interconnects two networks, such as your LAN and the Internet. It is a customizable layer 3 device, which routes and forward information based on the payload and the devices settings. On smaller networks a router is sometimes referred to as a gateway. RTP - Real- Time Protocol RTP is an upper layer protocol which provides both the sequencing information so packets are delivered in order and timing information to account for, and compensate for, issues such as network delay. RTP uses UDP as its transport layer. SaaS Software as a Service SaaS, sometimes referred to as "software or service on demand," is a service that is deployed over the internet. Using SaaS, a provider licenses an application to customers as a service on demand, through a subscription, in a "pay- as- you- go" model, this give the provider the ability to lower costs to the subscribers. SIP - Session Initiation Protocol SIP is a standard protocol for initiating, modifying, and terminating an interactive user session that involves multimedia elements, like voice- over- IP phone calls. SLA - Service Level Agreement An SLA is a part of a service contract where the level or quality of service to be expected by your customer is formally defined. Subnet A subnet is a logically- separate, distinctly- addressed part of a single network. Subnetting breaks a network into smaller parts that can use address space more efficiently and gives administration more control over the network. T- 1 DS1 (Digital Signal 1) DS1 Is a communication standard for circuits used to transmit voice and data between the customer site and the public network. A T- 1 has 24 channels and a capacity of 1.544Mbps (megabits per second). 80

83 TCO Total Cost of Ownership TCO is the entire cost including ancillary expenses of running a system, not just the monthly lease/purchase payments but all associated telecom costs. TCP - Transmission Control Protocol TCP is one of the two original components of the TCP/IP Internet Protocol Suite (the other being Internet Protocol, or IP). Whereas IP handles lower- level transmissions from computer- to- computer as data makes its way across the Internet, TCP operates at a higher level, concerned only with the two end systems. In particular, TCP provides reliable, ordered delivery of a stream of bytes from a program on one computer to another program on another computer. Traffic Shaping Traffic shaping Is a procedure where policies are set on a network to better control network traffic. This will optimize bandwidth and guarantee performance, throughput, improve latency and increase usability of the network. This is commonly used for VoIP. TDM Time Division Multiplexing TDM is a standard for digital communication. This is circuit mode communications where two or more bit streams are transferred simultaneously into sub channels and divided into timeslots of a fixed length to be re- assembled. The time slots are exactly 64 Kbps (kilobytes) making synchronization standard. UDP - User Datagram Protocol UDP is a transport protocol often used for VoIP technology. The benefit of this protocol over TCP is that it does not have the overhead of retransmitting packets with error. UDP is built for speed, as in the case where voice data must be processed at the same rate as it is sent. Since no packets are retransmitted, there is less latency than TCP and therefore lower risk for delay or echo. However, as UDP provides no guarantee of delivery of packets, this protocol runs the risk of significant packet loss. UM Unified Messaging UM commonly refers to the ability to have your voice mail messages and faxes delivered to your account. 81

84 VLAN - Virtual Local Area Network A VLAN is a logical subgroup within a local area network that is created via software rather than manually moving cables in the wiring closet. It combines user stations and network devices into a single unit regardless of the physical LAN segment they are attached to and allows traffic to flow more efficiently within populations of mutual interest. VLANs are implemented in port switching hubs and LAN switches and generally offer proprietary solutions. VLANs reduce the time it takes to implement moves, adds, and changes. WAN Wide Area Network A WAN is an exterior communication circuit from a service provider which connects your LAN to another device outside of your metropolitan area. This is usually a private connection, not an Internet connection. Prior to the Internet, this was the only method for connecting offices in different states. Some larger companies still use WANs and private networks for certain operations, or for security purposes. 82