NET 364 LAB 4

Lab4_Part_1_2_3_42.zip

Lab: Configuring Hard Phone and soft phone

Note: make sure the hand held receiver cord is plugged in the port on the bottom of the phone and not the side, the RJ-45 jack is in the LAN port and the power cable is attached and plugged in.

1. In order to begin configuring the Hard Phone first you must assign an IP Address

2. Press “menu”.

3. Choose “config”, then “Network”, Then “Static IP”.

4. Hard Phones are part of the 192.168.1.0/24 network. The server is set at 192.168.1.3/24. The Hard phones can be set at any other unused IP address except the default gateway of 192.168.1.100. Enter IP Address such as 192.168.1.55.

5. Enter Mask of 255.255.255.0

6. Enter gateway 192.168.1.100.

Reboot the hard phone.

Setting an extension of the hard phone can be done two ways.

1. Through the hard phone.

2. Through a Web browser.

Setting the extension through the Hard Phone:

1. Press Menu

2. Choose “config”, and the “SIP”

3. The SIP proxy server is the TrixBox IP address: 192.168.1.3

4. The SIP user Id is the extension assigned this phone

5. Password is the password assigned to the extension being assigned.

Reboot the hard phone from the main menu settings.

Setting the extension through a web browser:

Note: Make sure host that you are using is set to the proper IP address. 192.168.2.0/24 network with gateway of 192.168.2.100 (see instructions if necessary).

Note: IE will not work with TrixBox. Mozilla Firefox is recommended.

1. Open Mozilla Firefox and enter the IP address of the Hard phone you are assigning an extension.

2. Put in password

Default Admin password is “admin”

Default User password is “1234”

Click login

3. Choose “account” at the far right of the ribbon

4. The only items need to set extension is

SIP Server = TrixBox Server IP Address = 192.168.1.3

SIP user ID = assigned extension = Example 4000

Authenticate password = assigned password = example “secret”

Scroll to bottom of page and click update.

5. Click reboot

6. After the phone finishes the reboot, you can close the browser and check the settings.

The extension has been updated.

Configuring X-Lite soft phone

This lab will assist you in enabling X-Lite 4 soft phone voice communication using User ID extensions. When you open X-Lite 4, you should be able to enter your party’s extension and hit call. This lab demonstrates how to configure the terminal for dialing and receiving calls.

1. Open X-Lite 4, (‘Start > Programs > CounterPath X-Lite 4’)

2. Once X-Lite 4 has loaded, click the ‘Softphone’ button on the top left, a drop down should appear.

3. Select Account Settings.

4. Under the “Account” tab, Account name, User ID, Domain, and Password should appear.

5. The Account name can be anything referencing the User ID or name of the person(s) using X-Lite 4, (ie: ID1001, ID1002, Paul, Nina, etc).

6. The User ID, and Domain have asterisks meaning those entries are required. Enter one of the available User ID’s that was created in the previous lab, “Configuring Extensions.” The Domain is 192.168.1.3

7. After the User ID and Domain have been filled, enter the matching password for the User ID that was entered.

8. Display name can be left blank, or feel free to enter a name.

9. Once the account settings have been configured, go back to the main screen by clicking ‘Ok’ at the bottom right.

10. In the empty bar to the left of ‘Call,’ enter the extension, (User ID), you wish to call, and click call!

11. If your extension, (User ID), is for example 1010, your partner should be able to dial 1010, and reach you.

12. X-Lite 4 soft phone should now be configured for voice communication.

Lab4_Part_1_Configuring Hard Phones and soft phones x

Lab: Configuring Hard Phone and soft phone

Note: make sure the hand held receiver cord is plugged in the port on the bottom of the phone and not the side, the RJ-45 jack is in the LAN port and the power cable is attached and plugged in.

1. In order to begin configuring the Hard Phone first you must assign an IP Address

2. Press “menu”.

3. Choose “config”, then “Network”, Then “Static IP”.

5. Enter Mask of 255.255.255.0

6. Enter gateway 192.168.1.100.

Reboot the hard phone.

Setting an extension of the hard phone can be done two ways.

1. Through the hard phone.

2. Through a Web browser.

Setting the extension through the Hard Phone:

1. Press Menu

2. Choose “config”, and the “SIP”

3. The SIP proxy server is the TrixBox IP address: 192.168.1.3

4. The SIP user Id is the extension assigned this phone

5. Password is the password assigned to the extension being assigned.

Reboot the hard phone from the main menu settings.

Setting the extension through a web browser:

Note: Make sure host that you are using is set to the proper IP address. 192.168.2.0/24 network with gateway of 192.168.2.100 (see instructions if necessary).

Note: IE will not work with TrixBox. Mozilla Firefox is recommended.

1. Open Mozilla Firefox and enter the IP address of the Hard phone you are assigning an extension.

2. Put in password

Default Admin password is “admin”

Default User password is “1234”

Click login

3. Choose “account” at the far right of the ribbon

4. The only items need to set extension is

SIP Server = TrixBox Server IP Address = 192.168.1.3

SIP user ID = assigned extension = Example 4000

Authenticate password = assigned password = example “secret”

Scroll to bottom of page and click update.

5. Click reboot

6. After the phone finishes the reboot, you can close the browser and check the settings.

The extension has been updated.

Configuring X-Lite soft phone

1. Open X-Lite 4, (‘Start > Programs > CounterPath X-Lite 4’)

2.
Once X-Lite 4 has loaded, click the ‘Softphone’ button on the top left, a drop down should appear.

3. Select Account Settings.

4. Under the “Account” tab, Account name, User ID, Domain, and Password should appear.

5. The Account name can be anything referencing the User ID or name of the person(s) using X-Lite 4, (ie: ID1001, ID1002, Paul, Nina, etc).

7. After the User ID and Domain have been filled, enter the matching password for the User ID that was entered.

8. Display name can be left blank, or feel free to enter a name.

9. Once the account settings have been configured, go back to the main screen by clicking ‘Ok’ at the bottom right.

10. In the empty bar to the left of ‘Call,’ enter the extension, (User ID), you wish to call, and click call!

11.
If your extension, (User ID), is for example 1010, your partner should be able to dial 1010, and reach you.

12. X-Lite 4 soft phone should now be configured for voice communication.

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Lab4_Part_2_SR-IMPROVED-VERSION x

SYSTEM RECORDING

A system recording can be used for adding announcements or setting up a greeting in an IVR. An example of a system recording would be when you call a company and hear a greeting and then later options specifying where we you want your calls to be routed.

To setup a system recording,

1. Go to PBX setting and click on the set up tab in the left pane.

2. Select system recordings under internal options and configurations sub heading

3. To do a system recording make sure you have headphones plugged in proper ports

4. Make sure the volume mixer has the recording unmuted

5. Now
type in the extension in the step one from where you will be calling to record a message.

6. Dial
*77 and wait for the auto attendant to explain the options.

7. Now dial * to record a new message. Once done hit “#” and end the call.

8. To verify dial *99, you should be able to hear what you just recorded.

9. Now in the step 3, specify a descriptive name without any spaces in between.

10. Once done, you should be able to see your recording in various modules like IVR or announcements.

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Lab4_Part_3_IVR-IMPROVED-VERSION[1] x

IVR SETUP (AUTO ATTENDANT CONFIGURATION)

1. Auto attendant configuration Lab

2. Go to PBX menu and select PBX settings from the dropdown menu.

3. Before we configure the IVR we need to set up users and groups so the incoming calls get routed to the proper place that we specify.

Create users:
Follow the instructions in the extensions lab to create users. Once the users are created we need to go ahead and create groups.

Create Ring group:

· To create a group, select the option “Ring groups “from the left setup pane.

· Assign a name to the group name, select the ring strategy based on personal preference, and specify which extensions you want to be included in the extension list box.

· If you want the name to appear as sales when the phone rings, specify the name in CID name prefix as “sales.”

· Finally, if no one is available we can specify the voicemail from the drop down menu in the “destination if no answer” column at the bottom of the page. Here there are three ring groups created as sales, billing2, and billing.

Note: For more information on ring groups please refer to “adding ring group” lab.

Create a queue:

· Now we need to create a queue. To do so, select the option “queue” from the left setup pane.

· Assign a number, assign a name, specify the extensions in static agents, and select applicable queue options.

· Specify the failover destination at the bottom of the page, i.e. if no one picks up the call then specify where the call should be routed. As an example specify someone’s voicemail. In this lab,the queue with number 800 has been created.

Note: Please refer to lab on queues for more information.

Create a system recording:
To create a system recording,

· Select the system recording option from the left setup pane.

· Now specify the extension from step 1 to call from, in order to record a message

· You can alternately record the message on the computer and upload the file but only in the PCM encoded, 16 Bits, 8000 Hz format.

· To record, dail *99 from an extension and then follow the instructions to record the message. You can later verify by dialing *99 and from an extension.

· You can also use the built-in recordings available in the server. All we need to do is select and save it for easy access. Here the recording used is named as, “Mainmenu.”

Note: Please refer the lab on system recording for more information.

Create IVR:

Finally, we will now create the IVR. To do so,

· Select IVR from the left setup pane

· Define a descriptive name in the “change name” box. Here it is defined as “Mainmenu.”

· Select the announcement, greeting that plays when someone calls, from the drop down menu. The announcement that was created through system recording i.e. “Main menu” is selected here.

· Now finally specify the numbers in the left box, i.e. what the caller should select, and their corresponding group or users or voicemail specified in the radio buttons. First option is selected to ring group sales<600>, second to queues support <800>, and so on.

· Follow the same for every option. To add more options, select “increase options,” depending on the needs.

· Save the configuration.

· Lastly, in the left setup pane under inbound call control, select inbound routes. Leave the DID and caller ID blank and select the IVR radio button in the “set the destination” column at the bottom of the page.

Adding an incoming route

Fig: An incoming route named “servertech” has been created.

· Go to set up tab and click the incoming routes under “incoming call control” sub heading.

· Specify a descriptive name in the description section.

· Leave everything to their default settings. This would allow outsiders calling to call on the default incoming route.

· Hit the submit button at the bottom of the page.

· Once done click on submit. Later, select the orange bar at the top to permanently apply all changes and configurations to take effect.

Note: If you are unable to go through various options when the announcements play in a hard phone, it could be because the DTMF might not be SIP enabled. To do so,

· Go to the hard phone configuration page by typing in the IP address in the address bar of the browser

· Enter the login credentials

· Under “account tab,” locate “send DTMF” and uncheck “in-audio,” and “via RTP (RFC2833).” Check the box for “via SIP INFO” and save configuration setting.

Verification: To verify, dial the incoming route number which by default is “7777” from a softphone or hard phone and check if all the configuration settings work fine.

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Lab4_Part_4_RG-IMPROVED-VERSION[1] x

ADDING A RING GROUP

A ring group allows the users to define a “virtual extension” that can ring a group of phones at the same time. Additionally, it stops when someone picks up the call in that particular group.

Fig1.1. The following image shows three ring groups that were already created i.e. the sales at group number 600, billing2 at group number 601, and billing 2 at the group number 602.

Lab: Adding a ring group

· To add a ring group, switch to the admin mode.

· Select PBX setting from the PBX menu

· Select the option “Ring groups “from the left setup pane

· Customize the options on this page depending on the needs, following the description of each option below.

Fig1.2. Shows the form to be filled out in order to create a ring group.

The following section shows how to create a ring group with group name sales, group number 600, ring strategy of ringall, add few extensions to the group, and lastly define a failover destination.

1. Specify a descriptive name without spaces for this group in the “group description” box. Here, the name assigned is “Sales.”

2. Assign a number in the “group number” box. This number is assigned by a user and is used to ring all the extensions in this ring group. In this lab, the group number is set to 600.

3. Select “ring all” from the “ring strategy” drop down menu
. Ring all is the default
. This rings all the extensions in the ring group until someone picks up (selected for the lab).

4. Specify the time in sec in the “ring time” box. This option allows the user to set how long the phones specified in this group should ring before failing and performing the action specified in “Destination if no answer” selection. Here, ring time by default is set to 20sec.

5. Specify the extensions we want to add to the ring group in the “Extension list” box. The format should be one extension per line. If we are specifying an external number then the format should is number followed by a hash (#) (Example 224898#). To access the number to be dialed would be the actual number without the hash. In this lab, the specified lists of extensions include 1077, 1234, and 1030. You can also select the extension with name from the “extension quick pick” dropdown menu for ease of adding.

6. Specify a descriptive name under “CID Name Prefix.” This option allows the user to set a name that would appear on the screen when anyone calls this ring group from their extension. Example: Specifying “billing” as the CID Name prefix would display it as “billing” on the users screen when he/she calls from his extension to this ring group.
Note: Spaces should not be used when specifying the name. In this lab, the name specified is sales.

7. Select the destination from the option provided in the “Destination if no answer” menu. This is the final selection menu at the bottom of the page. This menu allows the user to specify an option of what should be done if nobody answers the call within the specified ring time. The options in this menu depend on modules installed on the Trixbox. An example of option to be selected could be someone’s voicemail if no one responds in the ring group. Here, the selected voice mail if no one answers is “Neha<1234> (unavail).

8. Once the options are specified, hit
submit at the bottom of the page and the select the orange colored “Apply configuration changes” option from the top right corner of the page to apply the changes and new configuration settings.

9. Verify if the ring group is successfully working by calling the group number from an extension through a soft phone or hard phone.

Other optional options to try

Ring strategy

· Hunt: This takes turns by ringing each extension that is available.

· Memoryhunt: This option allows ringing multiple extensions as it goes along. It follows the trend of ringing the first extension, then 1st and 2nd extension, then 1st, 2nd, 3rd extension and so on.

· *-prim: This is similar to options above except when first extension in the line is busy; it will not bother ringing other extensions.

· First available: It only rings the first channel that is available.

· Firstnotonphone: It only rings the first channel that is not off the hook and ignores the CW.

Once the options are specified, hit
submit at the bottom of the page and the select the orange colored “Apply configuration changes” option from the top right corner of the page to apply the changes and new configuration settings.

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Lab4_Part_5_QUE-IMPROVED-VERSION[1] x

ADDING QUEUES

Queues:
This is a type of group where small number of users can handle traffic from large numbers of callers by placing them on hold when everyone in the queue is busy until someone becomes available.

To configure a queue,

1. Login to Trixbox

2. Click on the Setup tab at the top of the page.

3. In the left setup pane select “queues” under inbound call control.

4. Click the Add Queue button on the right side of the page.

Fig1.1: Displays the form to be filled out in order to create a queue.

5. Following section shows how to create a queue with queue name support, queue number 800, assign few extensions to this queue, define ringall as the ring strategy, and define a failover destination.

1. Assign a number in the queue number box. A queue number is a unique number ranging from 2-5 digits should be used. This number should not match any number in the system. This queue can be used as a destination in IVR. Here, the assigned queue number is 800.

2. Type a descriptive name without spaces in the “queue name” box. Here, the name used is support.

3.
Add a list of extensions that would be included in this queue. This is list of extensions that will be in this queue, listed one per line. The extensions specified here include Kris <4000>, Greg <5000>, and Jane Doe<1234>.

4. Select the “ringall” from the “ring strategy” drop down menu. Ring all allows all the agents to ring simultaneously until someone picks up.

5. Click the Submit button when done.

6. To apply the changes click the orange “Apply Changes” Bar in the upper right corner of the page.

Once done hit apply changes such that all the specified configurations and changes take place.

Other optional options to try:

Add Queue:

· Queue Password – This can be specified to make agent enter a password when logging in the queue.

· CID Name Prefix – A short descriptive name can be specified here. This name is displayed on screen and helps agent to identify which queue is calling. If for example a user named “John” is calling from “support” then it would display as Support: Joe on screen.

· Agent Announcement – Here we can specify a system recording that will be played to the extension before he/she receives the call. This can be helpful when there are several companies with separate queues an agent can be notified which company is calling such that he/she can assist accordingly.

· Hold Music Category – when the caller is on hold if you want to specify a music you can.

· Ringing Tone Instead of MOH: If you want to play a ringtone instead of music on hold one can check this box.

· Max Wait Time: The call is forwarded to the destination specified in the fail over destination after the time specified in this option expires.

· Max Callers: Specify the number of callers that can be in the queue at a time. Any one after would be directly forwarded to option specified in the fail over destination.

· Join Empty – This allows the callers to join the queue even if the agents are not logged in the queue.

· Leave When Empty – This option would forward the call to failover destination directly when there is no agent logged in the queue.

Ring Strategy

· Round Robin: It rings taking turns on all the available agents until someone picks up.
Least Recent: This would ring the most recently called caller first.
Fewest Calls: This would call the agent with least completed calls first.

· Random: This would ring the agents randomly.
RRMemory: Takes turn ringing on the available agents and continues from where it left off on the last call.

· Agent Timeout – specify the amount of time when the call times out and is moved to a fail over destination.

· Retry – specify the number of seconds to wait before retrying a call.

· Wrap Up Time – specify the amount of time to wait before a call is forwarded to an agent after an agent completes his call.

· Frequency – This can be used to specify how often the position of the caller queue is to be announced. Select how often to announce the callers queue position, estimated hold time, and or voice menu to the caller. Leave this at 0 to disable the announcements.

· Announce Position – Choose whether or not to announce the callers position in the queue. An example would be to say you are the 4th caller in the queue Announce Hold Time: This would announce the hold time for a caller.

· Click the Submit button when done.

· To apply the changes click the orange “Apply Changes” Bar in the upper right corner of the page.

Once done hit apply changes such that all the specified configurations and changes take place.

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