IVY is our complete control panel for managing you or your customers SIP trunks and hosted PBX settings. This guide will help you get up and running with IVY as quickly as possible. First thing we need to do is to add a payment method. Even though you can completely set the entire system up without a payment method, you will not have the ability to make or receive phone calls, so this step is rather important. From the Billing menu at the top, select Payments. Select the + button to add a new credit card. You will be prompted for the billing information and card holder information. You can add multiple cards and assign different priorities to the cards in order to have one or more backup cards. Next, we will continue by creating a new site, assigning an ACL, and setting allowed destinations. Once site setup is complete you can build out the rest of your phone system. CREATING A NEW SITE A Site is a logical grouping of objects such as menus, extensions, devices, and voicemail boxes. You will need to create a Site for each group of objects you want to define, usually there is only one Site per customer but a customer with multiple locations may have different requirements so the ability to have multiple sites is available. Sites >> Add Site Version 1.6 11/24/14 Page 1 of 17
Required settings: DNS extension: Host name your devices register to Access control list: IP address whitelist. Allow specific IPs or subnets or 0.0.0.0/0 for the entire internet (not recommended) or you will not be able to place calls! Permitted outbound country codes: This is blank by default -- enter any and all countries you d like to call (including US domestic, +1) or you will not be able to place calls! Channel limit: You MUST enter the number of channels available for this site. Since the default is 0, this site will not be able to make or receive phone calls until you change this. Set a default, site-wide caller ID name and number. Create a name for the DNS extension, this will be the host name that your devices will register to. Select the thin client closest to you. You can upload a music file for the music on hold feature. The Access control list is an IPv4 address whitelist which allows specific IP addresses to contact this site when using a PBX SIP trunk or SIP devices. You can set the channel limit (number of concurrent calls) based on your equipment. Finally, you will need to select permitted outbound country codes. Start typing and select the country code and name from the list provided. When you are ready to activate this site, make sure the Active checkbox is selected and click Enter. Version 1.6 11/24/14 Page 2 of 17
The next step is to design your hosted PBX (if you are just connecting a SIP trunk to your own PBX, skip to the SIP Trunk settings section) A hosted PBX design can consist of the following features: Conference Rooms E911 Devices (VoIP Phones, ATAs, Paging devices) Extensions Fax Machine Call Forwarding Menus (IVRs, Auto-Attendants) Phone Numbers Ring Groups Schedules Voice Mail Boxes A design may look something like the following image: Version 1.6 11/24/14 Page 3 of 17
Once you have your design completed, you need to start creating the different objects. Since different objects need to branch off to, or fail over to another object, it is most efficient to begin creating the objects that go at the end of the design and then work your way back (i.e. Voice Mail boxes first, extensions second, ring groups third, etc). CREATING A VOICE MAIL BOX Once you have created a site and are editing that site, there will be a menu icon at the top of the page. Clicking on the menu icon will bring up a menu of the available objects. Select Voice Mail Box to create a new mail box. Menu Icon Version 1.6 11/24/14 Page 4 of 17
The name field is for identifying the user for this voice mail box. Select a password to gain access to the voicemail, upload a greeting for that user, and enter the email address to send the voice mail sound file to. CREATING A NEW DEVICE A device is a physical device used to make and receive phone calls. These devices need credentials in order to register with IVY in order to work properly. Creating a device will create the credentials needed for the device to operate. Version 1.6 11/24/14 Page 5 of 17
The name field is for identifying the user of the device. You may want to change the default channel limit to allow for multiple calls or limit the number of concurrent calls based on the limitations of the device. The login and password are the SIP credentials used by the device. When configuring the phone, the server the device will register to is the DNS extension you created when you created the Site. Optionally, you can set the caller id name and number to be used on outbound calls by this device and you can enter specific IP addresses in case the device is not at the default location as specified in the Site settings (i.e. a user working from home). CREATING AN EXTENSION An extension is the logical assignment within the system of a user, versus the physical assignment of a device from the previous section. Version 1.6 11/24/14 Page 6 of 17
The name field is for identifying the user within the system. The number is this users extension. The extension number can be either 2 digits or 4-12 numeric digits longs. Next, select the destination for this extension to go to. These destinations can be devices, menus, or other objects. CREATING A RING GROUP A ring group allows you to group a set of devices to all ring at the same time. This is handy for use in an inbound call center. Version 1.6 11/24/14 Page 7 of 17
The name field is used to identify this particular ring group. The timeout setting determines how many seconds to ring the phones before the call gets sent to the fail over destination. The destinations field selects which devices will ring when a call is sent to this group. The fail over destination determines where to send the call to once the timeout setting expires. CREATING A MENU A menu (also known as IVR or Auto-Attendant) is used for a caller to be able to listen to a message and then make a selection with their phone (i.e. Press 1 for sales, 2 for support). The name of the menu is only used for indentifcation purposes. The pin number is used for calling into the phone system and recording the message. The message can also be uploaded directly from the Menu editor screen. Version 1.6 11/24/14 Page 8 of 17
The selections at the bottom map destination to keypress buttons to determine where to send the phone call to. CREATING A SCHEDULE A schedule is used to branch to different destination based on different time and/or date settings. This is often used for creating different day/night menus or for putting out a custom message on holidays. The name field is only used to identify this schedule. The time zone is used on conjunction with the time ranges to make sure that the schedule is set properly to your location. Exceptions allow you to enter specific dates in MM/DD format that will cause this schedule go to the Negative match destination. If the schedule is matched, the Positive destination will be used, if the schedule does not math, the Negative destination will be used. CREATING A PHONE NUMBER Version 1.6 11/24/14 Page 9 of 17
You can add multiple phone numbers to an account so that the main office could have a phone number and individual users could have their own phone numbers. The name is used to identify this phone number within the system. You use the Available Numbers field to search for available numbers. For example, starting to type Denver will autofill the field and create the drop down menu with available numbers in Denver. CREATING A FORWARD A forward is used to forward a call to an external phone number. This number can be a valid domestic or international number (international requires this to be active for your site). Version 1.6 11/24/14 Page 10 of 17
The name is an identifier for this forward and the timeout is how long the system will wait for an answer before sending the call to the fail over destination. The destination is the external phone number to send the call to and the fail over is where to send the call if the timeout expires. CREATING A CONFERENCE ROOM A conference room allows for multiple callers to join a voice conference call where multiple users can talk with each other. Version 1.6 11/24/14 Page 11 of 17
The name field is used to identify this conference room. The profile option is currently not used and is reserved for future additions to this feature. The pin number allows you to restrict who can enter the conference room and the moderator pin will give that caller additional controls. You can also choose to upload music on hold and a greeting message for the conference room. Conference rooms are accessed by a phone number or extension or as a menu option. If a greeting is present, it will play before the caller is prompted to enter their PIN. Callers must enter a PIN to join the conference. Hold music is played until the Moderator has joined the conference. Different tones indicate if a caller has joined or left the conference. Conference Room call controls: 1 is Talk Volume Down 2 is Normalize Talk Volume 3 is Talk Volume Up 4 is Listen Volume Down 5 is Normalize Listen Volume 6 is Listen Volume Down 0 is Mute Version 1.6 11/24/14 Page 12 of 17
* is Quiet (No audio at all) # is Hang Up Once the Moderator has joined the conference they have a level of control over "Background noise level" (Energy) which can be used to isolate or clarify all voices. Moderator controls: 7 is Energy Down 8 is Equalize Energy 9 is Energy Up CREATING AN E911 LISTING E911 is the system used by emergency operators to dispatch police, fire, or other emergency services to your location. It is very important that you set this up properly so that you can receive assistance in the case of an emergency. Version 1.6 11/24/14 Page 13 of 17
Be sure and fill out the e911 form as completely and accurately as possible. CREATING A FAX MACHINE Fax Machines, or Fax to Email, enables users to receive faxes in a PDF format to an email inbox. They are only for receiving faxes and cannot send outbound faxes. Version 1.6 11/24/14 Page 14 of 17
Fax Machines have two fields -- a name for the fax machine used to identify it on the system, and a notification email where fax messages will be sent in.pdf format. To work properly a fax machine must have a phone number pointed to it. The remote fax machine dials the number just like any other fax machine. The fax is converted to PDF and emailed to the notification email address. There are no additional settings to configure. Faxes are received using the most up-to-date technology and in many cases offer the same performance as a standard analog fax machine. CREATING A SIP TRUNK A SIP Trunk allows users to connect an external, self-hosted, self-maintained phone system or IP PBX to the phone system. Using a SIP Trunk is only for use with a customer-premise IP PBX system. Creating a SIP Trunk has no other purpose than connecting to a PBX system that is placed at a customer location or so other data center. Version 1.6 11/24/14 Page 15 of 17
SIP Trunks require a name used to identify it on the system, and a login and password used in SIP registration and call authentication. An optional field is provided for Contact IP address, which takes the form of "ip.add.re.ss:port". When set, the system will bypass any registration and send all inbound calls to the provided address and port. (default SIP port is 5060 and the port is required.) INVITEs sent to PBXes will be sent with DNIS (Dialed Number Information Service) in the format: 1NPANXXXXXX. This cannot be changed. Additional features available for PBXes include a timeout and failover destination, unique Caller ID, and a specific Access Control List. Timeout between 1-120 seconds specifies how long the PBX will ring before transferring the caller to a specified failover destination or hanging up the call. Version 1.6 11/24/14 Page 16 of 17
Fail over specifies where callers will be directed if the PBX does not answer within the timeout period. This can be any other routeable destination like a menu or voice mail box. If this isn\'t set callers reaching the timeout will be disconnected. Caller ID Name allows a specific name to be set and displayed on outbound calls. Caller ID Number allows a specific number to be set and displayed on outbound calls. Access Control List can specify IPv4 address(es) or CIDR-notated subnets that override the default Site ACL. If this is not set it is inherited from the Site ACL. Channel Limit: PBXes are limited to 10 channels for security purposes. Allowed codecs: PCMU (G.711u), PCMA (G.711a), G.722, and GSM which are all recommended at 20ms ptime. Version 1.6 11/24/14 Page 17 of 17