Ivy migration guide Getting from Dashboard to Ivy

Ivy migration guide Getting from Dashboard to Ivy Document history Revision Author Date Initial April Jones 2015-05-07 Rev. 1 April Jones 2015-05-14

About this guide Teliax is pleased to introduce the Ivy platform. Ivy combines everything we ve learned from our previous Legacy and Dashboard platforms into a thoughtfully designed, complete, hosted PBX. Current Dashboard users will recognize many of the design elements and enjoy several marked improvements. This guide is designed to help the majority of Dashboard customers get their account up and running and migrated to Ivy. Some steps will require assistance from Teliax Support. We ll point them out like this: Note: This step requires assistance from Teliax Support. This guide is in two parts Part One includes a Migration Checklist and explanations of differences between the two platforms. This is designed to get advanced users up and running quickly. Part Two explains the platform s differences in-depth and provides more information with step-by-step instructions and screenshots. Contents Feedback Migration checklist Troubleshooting Part One Major differences between Dashboard and Ivy Changes to Dashboard Features New features in Ivy Changes to DNS Sites Site security Credit card verification Billing statements Multi-user support In-application help Asterisk configuration IAX2 support Balance and DID transfers Changes to DNIS Part Two Getting started Adding a payment method Creating your first site Site security Calling features on your site New features in Ivy Configuring your equipment Reconfiguring your PBX Once you ve reconfigured your equipment Testing outbound calls Testing inbound calls Migrate your balance and remaining phone numbers Verify your system is working as expected

Feedback Let us know if you use this guide! We d love to hear any comments, concerns, questions, or constructive criticism so we can make this guide and future guides better and more accessible. Contact us at docsfeedback@teliax.com. Migration checklist Create a new Ivy account at: http://ivy.teliax.com/users/sign_up Activate your account using the link and temporary password in your Welcome email Create a new Site and ACL and start adding features Configure your SIP equipment to use your new Ivy site and test outbound calling Check for SIP registration Contact Support to migrate your phone numbers and Dashboard balance Verify DID routing on your Site(s) Verify and test your configuration is working as you ve described it on your Site(s) Troubleshooting Problem All calls are failing. Inbound calls fail. Outbound calls fail. SIP registration fails. Account is delinquent with positive balance. DNS is not resolving. Remedy Is your account delinquent? Check that your Site is active. Check the Site ACL. Check permitted outbound country codes. Confirm usernames and passwords. Force Rebuild your site. Check your plan and be sure it includes at least one channel. Check your SIP trunk, Device, and Site for individual channel limits. See All calls are failing. Does the Phone number have a destination? Check for SIP registration. (SIP Trunk) Confirm inbound routes have leading 1 for new DNIS. (SIP Trunk) Confirm your PBX is Comfort Noise capable or disable CN. See All calls are failing. (Asterisk) Check the Realm. ( fromdomain=[your-site-name].ivy.teliax.com ) Confirm your device username and password match your Ivy login and password. Wait 5 minutes to see if the account status changes. Changes to Thin Client take at least 5 minutes to propagate. Contact Teliax Support to confirm DNS entries.

Part One For those looking to jump right in. Need more help? See Part Two. Major differences between Dashboard and Ivy Changes to Dashboard Features Dashboard Device (without DNIS) Device (with DNIS) Mailbox (Fax) Mailbox (Voice) Location (with E911 enabled) Ivy Device (Device has been separated) SIP Trunk (Device has been separated) Fax machine (Mailboxes have been separated) Voice mail box (Mailboxes have been separated) E911 A significant change is the separation of Device into Device and SIP Trunk. Both act as a set of SIP credentials and as a logical endpoint within the system, but each have their own set of rules: Device SIP Trunk Simple SIP credentials - a username and password. Used primarily for IP phones, softphones, or cases where DNIS or static Contact IP are not necessary. SIP credentials and extra options for PBXes. Used primarily for PBX systems connected via SIP trunking. Always sends calls with DNIS in international format (e.g., 13036298300) Allows for disabling of CN/8000 (Comfort Noise) in SDP. Allows use of static Contact IP to bypass registration. New features in Ivy Feature Conference room E911 Site Description Allows multiple callers to dial in to the same conference bridge and talk with one another. Replaces Location with E911 support from Dashboard. If a PSAP operator calls back the E911 number, it will ring all Devices and SIP trunks attached to the Site. Sites offer logical separation of calling features and increased security (ACL and Outbound Country Codes) and have a unique DNS name.

Changes to DNS Dashboard DNS name [geo].teliax.net Ivy DNS name [your-site-name].ivy.teliax.com Sites Sites change your SIP proxy registration and allow logical separation of calling features and offer enhanced security in the form of an Access Control List and Permitted outbound country codes. When creating a Site, you will provide the Site with a unique DNS name as a subdomain of ivy.teliax.com. For example, the Teliax test site is called test.ivy.teliax.com. Users of this site register their phones to test.ivy.teliax.com and place outbound calls using the same DNS name. More information on Sites is available here: http://ivy.helpgizmo.com/help/article/link/sites Site security Sites are designed with industry-leading security features, in two forms. By default, no networks or country codes are allowed. Users must specify an ACL and a list of outbound country codes or calls will fail. Examples of both security features are available within the application s help pages. Access Control List (ACL): Allows users to specify which IPv4 networks are authorized to contact the site. If a network not in the ACL attempts to contact the site with a REGISTER or INVITE request, that request will be denied. Permitted outbound country codes: Allows users to specify which country codes can be dialed on a per-site basis. Calls dialed to country codes not allowed in the list will be rejected. Credit card verification Card verification makes a return in Ivy and is handled in a much more intuitive manner. Instructions and screenshots are provided in the application on the Payments page, and are also available here: http://ivy.helpgizmo.com/help/article/link/card-verification Billing statements Ivy generates and sends billing statements at the end of every service period. Statements are available as a PDF summary. Additionally, every statement has a CSV export showing all debits and credits to the account within the service period. Multi-user support Ivy allows you to create multiple users within your account. Click Account > Users & Settings to add additional users. Administrators have full control, Users are read-only. In-application help Every page has a help section, visible to all users. If you aren t sure what a specific button does, or if you need help, the help sidebar is a great place to start looking. Asterisk configuration A default Asterisk configuration is available here: https://help.teliax.com/hc/en-us/articles/203813584-asterisk-sip-trunk-settings

IAX2 support Support for IAX2 has been removed in Ivy. All Asterisk instances are able to connect to Ivy using the SIP protocol on UDP or TCP port 5060. Balance and DID transfers Note: To transfer your balance and DIDs (Phone numbers), contact Support. Please provide your old account number(s) and new Ivy account number(s). Support can transfer and enable numbers one-at-a-time (for testing) or en bloc (if you ve already tested.) All inbound routing will continue to use your Dashboard account until you notify Support to transfer and enable inbound routing on your Ivy account. Changes to DNIS Inbound phone calls using the SIP Trunk feature will be delivered in CC+NUM format: Dashboard DNIS Ivy SIP Trunk DNIS 3036298300 1 3036298300 (International DIDs not available) 44 2036951816

Part Two More information and step-by-step instructions. Getting started First things first, you ll need to create an account. Note: Support may have created an account for you. In this case, you ll already have a Welcome Email. Head to: http://ivy.teliax.com/users/sign_up You'll enter your information: After clicking Submit a welcome email is sent to the email address you provided. If Support created your account, you ll already have a welcome email.

Click the confirmation link and enter the email address and temporary password from the welcome email. You'll need to provide some more information and your current password. You'll also be required to agree to the Ivy End User License Agreement. Click "Update" and you'll be logged in to your new account!

Adding a payment method Although there's no cost to have or use an Ivy account, most services and features have an associated cost. Currently, Ivy supports payment using most major credit cards. 1. Start by getting logged in to your account. 2. From the main menu on the left, select Billing, then Payments. 3. From the Payments page, click Add New and select New Credit Card. 4. Add your card details and set a priority for the card. Priority determines the order in which the system will attempt to process the card if you have multiple cards on your account. 5. Click Enter to add the card to your account. If there are errors, you may need to re-enter your card information.

6. Once your card has been added, it will need to be verified. The system will automatically make an authorization charge between $1.00 and $2.00 on your credit card. 7. Check your bank statement for the verification charge amount. The charge will display as "Telecommunication Service." Tip: Since the verification charge is an authorization-only charge it might show up on the "Holds" section of your online banking account. 8. Back in Ivy, click the "Verification Required" button. 9. Enter the verification amount and click Enter. 10. If the amount is correct, your card will be successfully verified. That's it! Your card has been added. If the verification was successful, the card will be active and ready to use immediately. The charge used for verification is an authorization-only charge. This means it will not be submitted for processing and will be voided the next day. The charge may appear on your credit card account for several days. It's a lot like the $1.00 charge on your credit card when you use your credit card at a gas station. Only actual payments submitted by you or automatic payments made by the system using your auto-recharge settings will be submitted for processing.

Creating your first site Sites are collections of calling features and can be used to provide logical separation between different physical locations, departments, or anywhere you might need different phone system behaviors or features within the same account. Sites have a DNS name and are tied to a thin client which is where the actual call processing takes place. After creating a new site, you'll describe how your phone system should act and how phone calls can be routed by adding features and linking them together. From the navigation menu on the left, select Sites > Add Site This brings up the New Site dialog: First, click the Active checkbox. All sites have a unique DNS name, which is a subdomain of the login portal. For example, if your site name is migration, the full DNS name will be migration.ivy.teliax.com. You ll place and receive SIP calls via this DNS name.

This is a change from the Dashboard proxies -- instead of using den.teliax.net to place and receive calls, you ll use [your-dns-name].ivy.teliax.com Site security Sites offer security in two forms -- network access control and permitted outbound dialing destinations. Sites have an ACL (Access Control List) and an Outbound Country Code list. When properly configured, an ACL prevents unauthorized networks from connecting to your system. By default, all network traffic and all outbound destinations are blocked. You can set a single IP address, a range of IP addresses, a CIDR subnet, or the entire IPv4 internet. ACL Examples 63.211.239.14 specifies a single IP address. 63.211.239.1-63.211.239.128 specifies addresses between.1 and.128. 63.211.239.0/24 specifies many addresses in that range. 0.0.0.0/0 allows the entire internet, which is not recommended. Allowed country codes Areas to dial must be explicitly set, including separate zones for +1 US, +1 Canada, and +1 outside of the US and Canada as specified by area code along with any other international destinations you need calling to. It is strongly recommended that you only add destinations you need to dial to reduce your exposure to international toll fraud. Adding any additional or all available destinations will greatly increase your exposure to international toll fraud. Calling features on your site Note: You may incur costs when adding calling features to your account. In this case, contact Teliax to have your balance adjusted, or to have your Dashboard balance applied prior to adding any features to your account. Additionally, we can help migrate calling features from your Dashboard account to your Ivy account. In Dashboard, all calling features are displayed on separate pages. Ivy shows you all of your calling features in one place. The Dashboard isolates setup items. Ivy shows everything in one place.

Features can be added by clicking the + Add button on a Site, then selecting the feature you want to add. There are some changes to explain: Dashboard Ivy Device (without DNIS) Device (with DNIS) Mailbox (Fax) Mailbox (Voice) Location (with E911 enabled) Device (Device has been separated) SIP Trunk (Device has been separated) Fax machine (Mailboxes have been separated) Voice mail box (Mailboxes have been separated) E911 A significant change is the separation of Device into Device and SIP Trunk. Both act as a set of SIP credentials, and as a logical endpoint within the system, but each have their own set of rules: Device SIP Trunk Simple SIP credentials - a username and password. Used primarily for IP phones, softphones, or cases where DNIS or static Contact IP are not necessary. SIP credentials and extra options for PBXes. Used primarily for PBX systems connected via SIP trunking. Always sends calls with DNIS in international format (e.g., 13036298300) Allows for disabling of CN/8000 (Comfort Noise) in SDP. Allows use of static Contact IP to bypass registration. New features in Ivy Feature Conference room E911 Description Allows multiple callers to dial in to the same conference bridge and talk with one another. Replaces Location with E911 support from Dashboard. If a PSAP operator calls back the E911 number, it will ring all Devices and SIP trunks attached to the Site. Site Sites offer logical separation of calling features and increased security (ACL and Outbound Country Codes) and have a unique DNS name. Build out as many features as you d like. This is a great time to reconfigure or audit your phone system and remove any features you aren t using to avoid additional charges. You can view the cost for all of your features by clicking the Plan > Rates link from the navigation menu.

Configuring your equipment Most likely, you haven t needed to change your configuration for a while. Depending on your equipment, migrating to Ivy will mean changing three fields on your IP phone, or building an entirely new Asterisk trunk configuration on your PBX. Note: These instructions are generic. Teliax remains a Bring-Your-Own-Device provider, so we can only provide so much assistance. We recommend consulting your user guide or getting help from your IT professional. Additionally, Teliax can provide extended support for $95/hourly. Reconfiguring your IP phone or softphone 1. Access the configuration interface for your IP phone or softphone. a. This could be a web interface or in the settings menu of your softphone. 2. Update the following fields on your line settings: a. Domain/Server Host/Proxy: [your-site-name].ivy.teliax.com b. Username: Found on your Device or SIP trunk settings c. Password: Found on your Device or SIP trunk settings 3. Save the configuration a. The phone may restart the phone for the changes to take effect. Reconfiguring your PBX We recommend building a new configuration or SIP trunk alongside your existing SIP trunk. This allows you to continue to make and receive calls on the existing platforms while testing your configuration on the new platform. Teliax has provided a generic Asterisk configuration here: https://help.teliax.com/hc/en-us/articles/203813584-asterisk-sip-trunk-settings SIP trunk notes: DNIS changes from 10 digit NANP format to Country Code + Number format. This means domestic numbers now have a leading 1. For example: 3036298300 becomes 1 3036298300 This is to allow for inbound routing of international phone numbers. Outbound calls must contain the Ivy site name in the realm when authenticating. For Asterisk, add fromdomain=[your-site-name].ivy.teliax.com If your equipment does not support Comfort Noise (RTP/AVP 13) this can be disabled using the Disable Comfort Noise checkbox on the SIP trunk. To bypass registration and send all calls to a static IP address and port, use the Contact IP field on the SIP trunk. Once you ve reconfigured your equipment Note: Contact Teliax Support to confirm your equipment is registered and to enable inbound routing on your phone number(s). We re also happy to help you test to confirm inbound and outbound routing over the phone.

Testing outbound calls Testing outbound is as simple as picking up the phone and placing a call. If your call fails, reference the Troubleshooting matrix at the beginning of this guide, or contact Support. For Asterisk servers and other PBX systems, be sure to set the realm/fromdomain setting in your SIP trunk configuration settings: fromdomain=[your-site-name].ivy.teliax.com Testing inbound calls First, you can check if your phone or PBX is registered. This will give you a good indication that you re ready to receive calls when they re sent to you. Depending on your migration, you may already have a phone number to test with. If not, Teliax can furnish a temporary test number, or migrate one of your Dashboard phone numbers. To test inbound calling, place a call to your test phone number using your cell phone or another provider. Testing from a non-teliax provider helps ensure the call routing path from other networks to your phone or PBX is working end-to-end. If you re using the SIP Trunk feature, remember that calls will be delivered to you with the country code. For domestic US numbers, this means you ll see a leading 1: Dashboard DNIS Ivy SIP Trunk DNIS 3036298300 1 3036298300 (International DIDs not available) 44 2036951816 If your test call fails, check the Troubleshooting matrix at the beginning of this guide, or contact Support. Migrate your balance and remaining phone numbers Note: To transfer your balance and DIDs (Phone numbers), contact Support. Please provide your old account number(s) and new Ivy account number(s). Once you re ready, we can migrate your Dashboard balance and remaining phone numbers. We can do this one-at-a-time, if you want to test, or en-bloc, if you ve already tested. All inbound routing will continue to use your Dashboard account until you notify Support to transfer and enable inbound routing on your Ivy account. After everything has been migrated, we can close your Dashboard account, or leave it open with auto-recharge disabled until the platform is closed.

Verify your system is working as expected At this point, you ve created a site, added a payment method, tested inbound and outbound calling, and migrated your Dashboard balance and phone numbers. Although Teliax will help in every way possible, we re responsible for helping migrate thousands of customers and we ll need your help to confirm your phone system is working the way you expect. If there s anything at all that doesn t work how you re expecting, let us know!