Device SIP Trunking Administrator Manual

Table of Contents Device SIP Trunking Administrator Manual Version 20090401 Table of Contents... 1 Your SIP Trunking Service... 2 Terminology and Definitions... 2 PBX, IP-PBX or Key System... 2 Multi-port ATA or FXS Gateway... 2 Trunk Hierarchy... 2 Phone Numbers (TNs, DIDs, & TFNs)... 2 Device Lines... 3 IP-Fax Service Numbers... 3 911 Emergency Calling... 3 Trunk Line Hunting and Voicemail Overflow... 3 Call Routing and Your PBX... 3 Login to the AVCP... 4 AVCP System Management Tab... 6 General Page... 6 Admin Accounts Pages... 7 Create a New Admin... 7 Edit an Existing Admin... 7 Delete an Existing Admin... 7 Trunk Groups Pages... 8 Create a New Trunk Group... 8 Edit an Existing Trunk Group... 9 Delete an Existing Trunk Group... 9 Device Lines Pages... 10 Add a Device Line to a Trunk Group... 10 Edit a Device Line... 10 Disconnect a Device Line from a Trunk Group11 Move a Device Line from one Trunk Group to Another... 11 Add Completely New Device Lines... 11 Numbers Pages... 12 Add a Number to a Trunk Group... 12 Edit a Number / Caller ID Management... 12 Delete a Number from a Trunk Group... 13 Move a Number from one Trunk Group to Another... 13 Add Completely New Numbers... 13 IP Fax Services Pages... 14 Change the Email Address for Fax Delivery.. 14 Lock a Fax Service Number... 14 Add New Fax Service Numbers... 14 AVCP Call Records Tab... 15 Explanation of Search Fields... 15 Common Call Searches... 16 Searching and Exporting... 16 Appendix... 17 SIP Trunking vs. Traditional Telephony... 17 SIP Trunking Admin Manual Page 1 of 16

Your SIP Trunking Service Welcome to the SIP Trunking Administrator Manual. As the Trunking Administrator working with your Service Provider, you have the ability to configure and manage many aspects of your SIP Trunking service. This manual has been designed to assist you in the administration of your service, and to provide step-by-step instructions on how to set up and manage all available features. The manual assumes that you are using Device Line Trunking and not Address Trunking. In other words, either: You ordered and installed a multi-port ATA or Gateway (see below) between your PBX and your LAN; or Your company already has an IP-capable telephone system or application that has the capability of doing individual Line Registration. This manual only applies to Device Line Trunking. Address Trunking is purely origination and termination transport to/from an IP Address or Internet domain with no features. Therefore, there s nothing to configure or manage with that service. This manual describes the features of Device Line Trunking (referred to as Trunk Service from now on) and the browser-based Administrator VoIP Control Panel (AVCP). First, we ll review pertinent Terminology and Definitions to ensure that the processes and terms are understandable and as unambiguous as possible. This is followed by detailed description of every menu item and browser screen you ll encounter, and what you can do from each. Terminology and Definitions The following terms are important for those working with the AVCP and its various screens. Terms that do not appear on the screens are included for your reference and information. PBX, IP-PBX or Key System Your existing telephone system, to which the Trunk Service will be connected, is either: A traditional (non-ip) Private Branch Exchange (PBX) or a Key System (where all the phone lines appear on each handset), or a hybrid of the two; or An IP-PBX application running on hardware in your office (e.g., an Asterisk IP-PBX running on a server in your computer room); or A traditional PBX connected to a device that supports VoIP, but isn t capable of individual Line registration (e.g., a Cisco 5300 is very capable of VoIP, but cannot register individual Lines). For simplicity, we ll refer to your existing phone system as a PBX throughout the rest of the manual. Multi-port ATA or FXS Gateway This is the device (or devices) that connect on one side to your non-ip PBX and on the other to your Local Area Network (LAN). ATA stands for Analog Telephone Adapter. FXS stands for Foreign exchange Subscriber, and an FXS port in either an ATA or a Gateway turns traditional analog telephone signals generated by your PBX into IP packets that can then travel over the Internet. You ll have some combination of 2-port, 4-port, 8-port and/or 24-port ATAs or Gateways. You can plug regular analog telephones directly into any of the devices, but most likely the devices will be connected to analog ports on your PBX. Trunk Hierarchy The capacity of your Trunk Service also known as a TBX or Trunk Branch Exchange - is determined by how many active Trunk Lines it contains. Here s the structure: A SIP Trunk Line, or Trunk, is the network capacity to carry a single voice or video call. A SIP Trunk Group, also just Trunk Group or TG, is comprised of one or more Trunk Lines that are handled identically by your PBX or Key system. SIP Trunk Service is comprised of one or more Trunk Groups. Phone Numbers (TNs, DIDs, & TFNs) Phone numbers that can be in a Trunk Service include existing Telephone Numbers (TNs) that you have ported or transferred, new DIDs (even ones from outside the US and Canada), and new or ported Toll-free numbers (TFNs). The word Number is used throughout to mean any of these varieties of phone numbers, and Numbers is used to indicate a collection of any of them. SIP Trunking Admin Manual Page 2 of 16

Device Lines Device Lines are the individual ports on the ATA or FXS Gateway that your PBX is connected to, or are the individual Lines that your IP-capable PBX or IP-PBX application is capable of registering with our Device Line Trunking application. Each must be uniquely named, so they can be assigned to different Trunk Groups. Their names are often associated with the Device type and port number on that Device. Thus, GSXW4004-001- 002 would be the second line (port) on the first Grandstream XW4004 Gateway, as an example of a Device Line name. Asterisk-001-010 might be the 10 th line on your Asterisk IP-PBX. IP-Fax Service Numbers If you ordered IP-Fax Numbers from your Service Provider, you will use the AVCP to link each fax number with an email address. Any fax sent to the number in question will be delivered to the linked email address as a PDF attachment. The fax numbers have nothing to do with any Device Lines or Trunk Groups, but are a separate service that is managed from the same AVCP. 911 Emergency Calling The address where you receive service has been registered to allow 911 Emergency Calling, and it must be updated if your address changes. You must have at least Number per Device, as that number is used as the Caller ID (and thus the callback number) on 911 calls from that Device. Note: It is imperative that you contact your Service Provider if the service address of any of your Devices changes. Otherwise, 911 Emergency personnel may well go to the old address if 911 is dialed using your Trunk Service. Especially in the event of a power outage, we highly recommend using a mobile phone or a traditional landline to contact 911 Emergency personnel. and then immediately emailed to your designated email address as an attached MP3 file. Someone will have to go through these voicemails and forward them to the appropriate individual or group within your organization. If the Voicemail option has been disabled, subsequent inbound calls will receive a busy signal. This option is there to serve the needs of businesses that really don t want to be bothered with Voicemail, such as restaurants. Call Routing and Your PBX Whoever is responsible for managing your existing PBX will need to incorporate your new Trunk Lines into your PBX s call routing plan just as they did with traditional phone company T-1 or POTS (Plain Old Telephone Service) lines. Your PBX needs to be told what to do with calls coming in on your new Trunk lines, and especially how to handle calls coming in on different Trunk Groups (if you decide to have more than one). For outbound calls, your PBX needs to know what type of calls to send out over your new Trunk lines and what type to continue routing to your local telephone company or traditional long distance carrier, if you have kept any of your regular landlines. Your Service Provider can help you and your PBX manager make these decisions, but they do need to be made and implemented in order to maximize the value you get from your SIP Trunking Service. Trunk Line Hunting and Voicemail Overflow All active lines within a Trunk Group hunt or roll over to each other so that inbound calls to any Number in that TG will find an open Device Line as long as the total of inbound calls plus outbound calls is less than the number of active Trunks. If all Trunks are in use, and the Voicemail option has been enabled, subsequent inbound calls will be routed to a generic voicemail announcement SIP Trunking Admin Manual Page 3 of 16

Login to the AVCP To use the Administrator VoIP Control Panel, you first need to know the web address, or URL, of your AVCP, which your Service Provider will give you. Enter that into the address line of your browser, and you will see your login page, as shown below: You gain access to the AVCP from this page. Enter your User ID Enter your Password Click Enter The system verifies your login credentials and should bring you to the System Management tab of the AVCP, as shown in the next section. If you have forgotten your Password, click the Password Recovery link, then enter your User ID and account email address, and a new Password will be emailed to you immediately. Note: The Password Recovery process changes your password completely, so you ll have to remember this new one going forward or change it using the Admin Accounts page. AVCP Login Page SIP Trunking Admin Manual Page 4 of 16

AVCP System Management Tab Immediately below is the first page you will see once you have logged in: System Management Tab: General Page You ll note that the System Management tab is highlighted in the upper menu bar. This tab has everything you need to manage your Trunk Service. We ll first go through all the menu items in the TBX Settings pane, one by one, and then we ll cover the Call Records tab in a later section. The menu items in the TBX Settings pane on the left side of your screen include: General Admin Accounts Trunk Groups IP Fax Services Downloads Each of these has one or more pages to manage the related features and functions of your Trunk Service. Next, we ll go through each of these menu items in detail. General Page The following details about your TBX, or Trunk Branch Exchange, are stored on the General page, as shown above. TBX Name Name of the TBX (usually your company name). You may change this name if you wish to, although the name makes no difference to the functioning of the TBX. Domain Name Your Domain is populated by your Service Provider, and is the URL you entered to get to these pages. Time Zone The Time Zone that will be used to time-stamp all phone calls, faxes and voicemails (if voicemail is enabled). Change if needed. Update Clicking this in the Actions pane in the upper right of the page saves any changes you ve made to the editable fields. SIP Trunking Admin Manual Page 6 of 16

Admin Accounts Pages Clicking the Admin Accounts item in the TBX Settings pane opens the Manage Admin Accounts page, which you see below. In the lower box titled Available Admin Accounts, you see the list of existing Admins, each of which can be Edited or Deleted. Note: all Admins have the same permissions, so do not create Admins who are not intimately familiar with Trunk Services or they can undo quite a bit of your work in short order! Create a New Admin 1. Enter User ID. 2. Enter New Password. 3. Repeat Password for verification. 4. Click Add in the Actions pane. The program will verify that it has added the Admin, and you will see their record appear in the Available Admin Accounts list. Edit an Existing Admin 1. Click the Edit icon in the Actions column in the Available Admin Accounts list next to the existing User ID you want to edit. That Admin User ID will appear above. 2. Enter their New Password. 3. Repeat Password for verification. 4. Click Update in the Actions pane. The program will verify that the existing Admin s password has been changed. Delete an Existing Admin 1. Click the Delete icon in the Actions column next to the existing Admin Name you want to remove. Note: You cannot remove your own account. 2. Confirm your action in the dialog box. The program will verify that the existing Admin has been deleted. Manage Admin Accounts Page SIP Trunking Admin Manual Page 7 of 16

Trunk Groups Pages Click on the Trunk Groups item in the TBX Settings pane and the following screen appears. This shows a Trunk Service with 3 Numbers one in each of 3 Trunk Groups. Manage Trunk Groups Page (Add Trunk Group) These pages are where you can create and modify Trunk Groups based on available Numbers (ported and/or new DIDs and/or TFNs) and Device Lines (ATA or FXS Gateway ports). The first time you come to this page, all the Numbers on your account are in the Available Numbers dropdown list at the top of the page. At least one Number must be in this list to create a New Trunk Group. Create a New Trunk Group 1. There must be at least one Number in the Numbers Available list to create a new TG. If there aren t any, you either need to disconnect Numbers from other TGs or order new Numbers. 2. Enter new Trunk Group Name (Main TG, if you re only going to have one, or SIP Trunking Admin Manual Page 8 of 16

Sales, Customer Service, etc., if you re going to have more than one). 3. Enter Rings per Call, which determines how many rings will be played to an inbound caller on that TG before the unanswered call either goes to Voicemail or to Busy, depending on whether Voicemail is Enabled or Disabled. If you enter 0 here, all inbound calls will go directly to either Voicemail or Busy. 4. Check Send Voicemail to Email Address for this TG and enter an email address if you want to enable this feature. If enabled, inbound callers will be sent to a generic voicemail announcement either after the Rings per Call for this TG have occurred, or if every Line in this TG is busy. The voicemail will then be sent as an attached MP3 file to the email address you enter here, so check to be sure you have it right! 5. Click Add in the Actions pane. The program will verify that it has added the Trunk Group, and you will see the new record appear in the Available Trunk Groups list below with the one Number you assigned to it and zero Device Lines. Edit an Existing Trunk Group 1. Click the Edit icon in the Actions column next to the Available Trunk Group you want to change. That TG will appear above, with all the data associated with it, including all Numbers, as shown below. 2. For adding or removing specific Device Lines or Numbers from a TG, please refer to the appropriate sections of this manual 3. Change the Trunk Group Name, the Rings per Call or the Voicemail Settings, then click Update in the Actions pane to save your new settings for this TG. Manage Trunk Groups Page (Edit Trunk Group) Delete an Existing Trunk Group 1. Click the Delete icon in the Actions column next to the Available Trunk Group you want to remove. 2. Confirm your action in the dialog box. The program will verify that the existing TG has been Deleted, and will return all associated Numbers to the Available Number list and will mark all associated Device Lines as Unassigned. SIP Trunking Admin Manual Page 9 of 16

Device Lines Pages From the Edit Trunk Group page, clicking on Manage Devices Lines in the Actions pane takes you to the Manage Trunk Group Device Lines page for that particular Trunk Group, which looks like the one below. Manage Trunk Group Device Lines Page (Add/Move) Add a Device Line to a Trunk Group 1. Under the Trunk Group name at the top of the page is a dropdown list of all Device Lines and which TG they are assigned to, if any. Unassigned Device Lines have no TG name listed after them. 2. From this dropdown, select the Device Line you want to add to this TG, even if it is already assigned to another TG. 3. Enter the (non-zero) Ring Order for this Device Line. When an incoming call comes for a number in this TG, the lowest Ring Order Device Line is looked at first to see if it s available to take the call. If it s busy, then the next highest Ring Order is tried, and so on until all the Device Lines have been tried. If all Device Lines are in use, the program keeps checking all Lines in sequence until the Rings per Call is completed before sending the call to voicemail or to busy, depending on the TG s Voicemail Settings. 4. Keep the Active checkbox checked, if you want the Device Line to function. 5. Click Add in the Actions pane. The program will confirm the addition, and the Device Line will be added to this Trunk Group and will show up in the list below. 6. Click Return to Trunk Groups if you wish to do so. Edit a Device Line 1. Click the Edit icon in the Actions column next to the existing Device Line you want to change. That Device Line will appear in the dropdown list above, along with its Ring Order and Status, as you see on the screen below. SIP Trunking Admin Manual Page 10 of 16

2. Change the Ringer Order if you want to change the Device Line ring sequence. Or uncheck the Active checkbox if you want to disable the Device Line for maintenance but don t want to remove it from the TG its currently in. 3. Then click Update in the Actions pane to save your new settings for this Device Line. 4. You can then click Go to Add to add more Device Lines to a TG or Return to Trunk Group to return to that page. Manage Trunk Group Device Lines Page (Edit/Disconnect) Disconnect a Device Line from a Trunk Group 1. Click the Disconnect icon in the Actions column next to the existing Device Line you want to remove from the TG. 2. Confirm your action in the dialog box. The program will verify that the existing Device Line has been disconnected, and will mark it as Unassigned. Move a Device Line from one Trunk Group to Another 1. First follow the steps to Disconnect a Device Line from the TG it is currently on. 2. Then follow the steps to Add a Device Line to the TG you want it to be on. Add Completely New Device Lines Call your Service Provider and order more Devices or to have inactive ports on existing Devices made active. If you have existing multi-port ATAs or FXS Gateways from other sources, or have a software IP-PBX like Asterisk, you can also have your Service Provider add those to your TBX and then configure them using this AVCP. SIP Trunking Admin Manual Page 11 of 16

Numbers Pages From the Edit Trunk Group page, clicking on Manage Numbers in the Actions pane takes you to the Numbers page for that particular TG, which looks like the one below. Manage Numbers Page (Attach) Add a Number to a Trunk Group 1. Under the Trunk Group name at the top of the page is a dropdown list of all Available Numbers. 2. Select the Number you want to add to this TG. 3. Click Attach in the Actions pane. The program will confirm the addition, and the Number will show up in the Existing Numbers list below. 4. Click Return to Trunk Groups if you wish to do so. 2. If you wish that Number to be the Default Caller ID for all outbound calls on that TG, check the checkbox. You do not have to set any number as your Caller ID. 3. Then click Update in the Actions pane to save your new Caller ID setting for this Number. 4. You can then click Go to Attach to add more Numbers to a TG or Return to Trunk Groups to return to that page. Edit a Number / Caller ID Management 1. Click the Edit icon in the Actions column next to the existing Number you want to edit. That Number will appear in the area above, with a checkbox titled Default Caller ID, as seen below. SIP Trunking Admin Manual Page 12 of 16

Manage Numbers Page (Edit) Delete a Number from a Trunk Group 1. Click the Delete icon in the Actions column next to the existing Number you want to remove from the TG. Note: You cannot delete the last number from any Trunk Group. 2. Confirm your action in the dialog box. The program will verify that the existing Number has been Deleted, and will mark it as Unassigned. Move a Number from one Trunk Group to Another 1. First follow the steps to Delete a Number from the TG it is currently on. 2. Then follow the steps to Add a Number to the TG you want it to be on. Add Completely New Numbers Call your Service Provider and order more Numbers. Existing landline phone numbers from your local telephone company, VoIP numbers from other Service Providers, new or Toll-free numbers, or new DIDs from your Service Provider can all be added to your Trunk Service. SIP Trunking Admin Manual Page 13 of 16

IP Fax Services Pages Click on the IP Fax Services item in the TBX Settings pane and the following screen appears: Available IP Fax Services Page All your Fax Service Numbers appear in the list at the bottom of the page, along with the email address to which faxes sent to that particular number will be delivered as PDF attachments. Initially every Fax Service Number is given the email address associated with your TBX account, but you may want to change one or all of these so that faxes go more directly to the intended recipient. Change the Email Address for Fax Delivery 1. Click the Edit icon in the Actions column next to the existing Fax Number whose email delivery address you want to change. That Number will appear in the area above, with a field titled Send to Email Address. 2. Change the email address appropriately, making sure you check your entry carefully! 3. Then click Update to save the new email address for faxes sent to this Fax Number. Lock a Fax Service Number 1. To block a fax number from receiving any faxes, click on the open Lock icon in the Actions column next to the Fax Number you want to block. 2. To unblock a blocked fax number, click on the closed Lock icon in the Actions column. Add New Fax Service Numbers Contact your Service Provider if you wish to add additional Fax Service Numbers. SIP Trunking Admin Manual Page 14 of 16

AVCP Call Records Tab From any page, clicking on the Call Records tab in the upper menu bar takes you to the Call Records page, which looks like the one below. Note: Call Records are kept for 90 days, so if you want to store your call records or analyze calling patterns you need to download at least once every few months. Call Records Tab Explanation of Search Fields 1. Related Number To search for all calls either from or to any number in a given Trunk Group, enter any number from that TG here and set Call Type to All. Change the Call Type to narrow your search. This field does NOT support partial number or string searches the way the next two fields do only complete phone numbers, entered without any spaces or dashes or periods. 2. From Number To search for all calls made from a specific number, enter the SIP Trunking Admin Manual Page 15 of 16

full number here and set Call Type to All. To search for all calls where the From Number had the string 310245 in it, enter that string in the From Number field, and set Call Type to All. If you want only inbound calls where the From Number has that string, change the Call Type to Inbound, and vice versa for outbound calls. 3. To Number This works the same as the previous field, but of course is the To Number of the call, or the dialed number. This field also supports partial numbers, so to search for all calls where the To Number had the string 310245 in it, enter that string in the To Number field, and set Call Type to All. If you want only outbound calls where the To Number has that string, change the Call Type to Outbound. 4. Call Type - Allows you to search based on the following call types: All search for both inbound and outbound calls to/from the Number(s) you are searching on; Inbound search for all inbound calls to the Number(s); Outbound search for all outbound calls from the Number(s); On Net search for all calls within your PBX that match the Number and Date criteria you have chosen. 5. To Date This is the last day of the Search. Combined with the Show Last field, this determines which days are searched. To search for calls made on 9/23, 9/24 and 9/25/07, for example, you would enter 9/25/07 in this To Date field, and set Show Last to 3 Days. 6. Show Last This determines how many days of call records will be displayed or exported. 7. Format Type Choose Default (displays on-screen), Excel (exports as an XLS file) or CSV (exports as a comma-delimited file which can be opened from within many applications). All calls from a certain Trunk Group to international destinations: enter any of the TG s numbers in Related Number, enter 011 in To Number, set Call Type to Outbound, set desired date parameters. Note: you cannot use this page to search for outbound calls made by an individual caller unless that caller is the only one using a particular Trunk Group because all outgoing calls on that TG, regardless of caller, have the same From Number. All calls from area code 212: enter 212 in From Number, set Call Type to Inbound, set desired dates. Note: You will also find calls made from 310-212-7777, for example, because it contains the string 212. You ll need to ignore those, which is easy to do if you export the found Call Records in XLS or CSV format and look at them from Excel. Searching and Exporting Once you ve entered your Search criteria, click the Search button and your results will appear in the Format you have chosen, either on-screen or as an exported file which you can save to your computer s hard drive for future reference or analysis. Common Call Searches All calls from and to Trunk Group with many Numbers: enter any of the TG s numbers in Related Number, set Call Type to All, set To Date and Show Last to desired parameters. All calls to England from any Trunk Group: enter 01144 in To Number, set Call Type to Outbound, set desired date parameters. SIP Trunking Admin Manual Page 16 of 16

Appendix SIP Trunking vs. Traditional Telephony SIP Trunking service connects telephony equipment at your physical location to the Internet. SIP Trunking is a trunk replacement service that allows legacy PBX or key systems to replace existing dedicated traditional telephone lines with more economical and scalable Internet circuits and technology. In traditional telephony, trunking is the sharing of outside communication channels among a number of internal users. Trunk Lines are often used to connect PBXs or key systems to the PSTN (Public Switched Telephone Network). Since your company requires Internet access, an additional circuit to your Internet Service Provider (ISP) is required. Thus, separate circuits are needed to provide voice and data connectivity. Because your company pays for these circuits regardless of their relative utilization, economies of scale are not readily available, and a substantial percentage of total network capacity often goes unused. SIP Trunking allows your company to retain the features inherent in your current PBX or key system because IP Trunking does not generate features - it transports them. Multiple SIP Trunk Groups may be utilized to direct traffic more efficiently within your company. This allows faster system access, better efficiency and the flexibility to expand along with your company s growth. SIP Trunking Admin Manual Page 17 of 16