introduction #

VoIP - your new technology in communication #

Congratulations! You are now using a complete VoIP communication system. But what is VoIP, where does it come from and what does it mean? We would like to answer these questions briefly.

VoIP or Voice over IP means that your telecommunication now works over your IP network (Internet Protocol) and thus over your internal network. You have followed the opinion of many experts who see VoIP not only as an alternative but as the future in telecommunications. Below we show a graphic representation of an IP network:

The history of VoIP #

VoIP was born with traditional telephony over a hundred years ago. In 1862, physicist Philip Reis developed a device for transmitting tones, which was further developed by Alexander Graham Bell. In 1876, he registered the telegraph with the patent office. In 1877 he founded the company Bell Telephone Association, which is known to us today as AT&T. Telephony evolved from telegraph (Morse code) to simple wired direct connections (peer to peer) to ISDN (1995), which is still a peer to peer connection. 1966 started the development

to connect computers, which later became the Internet. In 1995 ISDN was commercialized, at the same time the Israeli company VocalTec brought the technology of IP telephony onto the market, but only half duplex (spark) and limited to PCs. However, this was unsuccessful because the data transfer rates and the system resources were still too weak (56 Kbit / s and 64 Kbit / s).

At the beginning of 2000 the first free messengers with voice integration for end users (private) appeared. Due to the further development, faster and better system resources and ever faster data transmission, VoIP developed more and more. The best-known protocol was H.323, which, however, was very much based on proprietary systems. However, SIP (Session Initiation Protocol) became more and more popular because it is open and flexible. Your newly acquired voxGate is also based on the SIP standard.

What's new - compared to older telecommunications systems? #

…The simplicity! Your system is configured and adapted using a GUI (Graphical User Interface). If you wish, you have many more options for configuring your voxGate yourself. Due to the license-free nature you can create and manage new users at any time.

... the complexity! In the past, the intelligence was completely built into the headquarters.

The phone itself could not do anything so far. Thus, the telephone devices were dependent on the system. With voxGate, the intelligence is now integrated into the phone & system, which makes the system much more flexible and device-independent. The features can be used by both. The open standards also make it possible to integrate customized applications.

Recommendation Apparatus & Clients: It is best to use only Winet approved clients & devices. We will be happy to advise you on the selection.

Network requirements? #

Please note the following conditions that must be met in order to operate your voxGate without any problems in your environment. In your internal network:

n Each telephone set needs its own free IP address (DHCP or fixed assignment)

n every telephone call requires a bandwidth of approx. 87 kbit / s. In other words, in a 100 Mbit / s network, approximately 1149 calls are possible at the same time, but no further data transfer. Nevertheless, we recommend using switches with QoS (Quality of Service) that prioritize VoIP data. Each telephone call requires a bandwidth of approx. 87 Kbit / s. In other words, in a 100 Mbit / s network, approximately 1149 calls are possible simultaneously, but no further data transfer. However, we recommend using switches with QoS (Quality of Service) that prioritize VoIP data.

 

n When operating several routed subnets, the following ports must be open on both sides (also valid for a NAT);

n required for every phone call

UDP 5060 (SIP - is used for the new billing system from Winet) UDP 10001 - 20000 (RTP)

UDP 4569 (IAX2 - is only used for Billing old from Winet)

TCP 80 so that users can see their own phone

n PoE (Power over Ethernet) if you want to operate the SIP telephones without an additional power supply.

For operation from and to external via IP (telephoning via Winet, remote maintenance and external telephones that are to log into voxGate):

n the Internet data line must contain QoSmanaged (both sides).

The above ports must be open. Recommendation for remote maintenance: For remote maintenance, port TCP 22 (SSH) can also be opened and linked to our source IP 212.47.191.70. Also make a NAT route to voxGate. Winet will be happy to advise you on the requirements and make you a corresponding offer.

Fax and VoIP #

The T.38 protocol is possible with the new billing system. However, the ATA box must be registered directly with a dedicated server optimized for faxes.

Since faxes are sent using an analog signal, a clean transmission over the external (Internet) network can still be relatively unstable). In the event of the slightest delay in data packets, the fax is canceled. For legal reasons it has to do that too.

Whenever possible, faxes should be sent over an exchange line (ISDN, eg with area code 9).

Preparation for installation #

In order for you to perform the installation optimally, a few important tools are necessary. You integrate the voxGate into the existing customer network. Now you need to access the default address.

Important NOTE: The standard IP address is 192.168.1.3

Grid integration scheme: #

 

Recommendation browser: In order to achieve an optimal configuration, we recommend that you install the Firefox Internet browser. You can find it at the following address: http://www.mozilla-europe.org/de/products/firefox/

You log in with the administrator login that you specified when ordering. If you have not specified an administrator, please contact our support.

The modules #

The system is divided into 5 main modules . You will find further sub-modules under each main module. You configure the individual functions in the modules themselves.

The configuration order #

The modules are described in the order of the menu structure. However, in order to achieve an efficient configuration, you should adhere to the following order. This is sometimes unavoidable, as certain parameters can only be configured when reference modules are already available.

Recommended order: #

n system / network n system / hardware n route / trunk

n Route / trunk sequence

n users / users

n distribution groups

n plant

n rest

General operation #

The help menu shows you help texts when the mouse pointer is over it. You can these Help texts by ticking the box next to the explanations on the right "Help Show?" remove.

user #

Of the participants #

Use the User menu to set up new subscribers and their functions. In the User menu, User submenu, go to "Add user":

 

Settings add user: #

Field type	Field name	Field description
Required field	Extension	Internal number of the participant
Required field	password	Password for registration of the participant
Required field	Surname
	First name
	rank	Here you define whether the TN has administrator rights or is a normal user. As a user, the user can only change his own data to a limited extent via the configuration tool.
	PhotoUpload	The photo should have the dimensions 100x130px and must not be larger than 20kb. The format must be.jpg

User search #

Enter the name or the extension in the search field. The right users are selected automatically. The more digits or characters you enter, the narrower your search will be:

The active user can be seen in the help menu on the right:

Go to for the desired user "To edit" with the corresponding symbol

Recommendation for user editing: When editing users, get used to checking that they are the correct user in the editing process.

Voicemail #

Under the menu item Voicemail, you can see the voicemails of the selected user. You can do this through a Click on the play symbol listen right away. In order to switch on a new Voicemail announcement for a user, first click on switched on and then on save.

Then go to the menu item Show to display the Voicemail options. Well you can Configure Voicemail:

Voicemail settings #

Field name	Field description
Time-out	Time in seconds until the voicemail becomes active
password	Voicemail password. This must be entered in order to be able to listen to incoming voicemails
Number of messages	Maximum number of messages for the voicemail box
E-mail address	A message will be sent to this address when a voicemail is received
Pager email	currently deactivated
VM occupied	this also activates voicemail when the line is busy
Send attachment	sends the message left as a .wav file with the notification mail
Read out number	reads out the caller's number when listening to the voicemail
Date and time announcements	reads out the date and time the voicemail was received
Confirm VM	gives the caller the opportunity to change his message after he has spoken
Clear	After being sent by email, the voicemail is deleted from the system
To back up	Save the settings

News: #

Here you can listen to your announcements or upload them in .wav format. Important NOTE: The .wav format must NOT be 800 Hz when uploading. Recommendation properties .wav format: 16-bit, 44.1 kHz, stereo, PCM

The messages can also be recorded directly over the phone. To access the menu, dial your own number on your own telephone (e.g. dial 47 on the telephone 47).

calendar #

You can integrate your calendar under Calendar so that calls can be automatically forwarded during the appointments.

Field name	Field description
Surname	desired name
Calendar url	Paste the URL from your calendar here.
User name	Username that you use for your calendar.
password	Password of the user from your calendar.
Update time	Enter the update time for your calendar here.
Add appointments by	Defines the period of time up to which appointments should be observed. This time is given in minutes.
Automatic reminder	Specifies the time in minutes, how many minutes before the appointment you would like to be reminded of it.
Release	Define here what you want to drop the calls on during the appointments.
To back up	Save the settings

detour #

Define in the Forwarding menu participant-related  Diversions. To add a diversion, go to «Add new forwarding»:

Configure redirection: #

Field name	Field description
status	Activate or deactivate call forwarding
Timeframe	Defining the time when the diversion should be active. To activate it 24h, select from 00:00 to 24:00
Selection days	Specification of the days when the forwarding should be active
Surname	Name of the diversion profile
Speed dial	Definition of a number from 1-9 with which the forwarding on the telephone with # + number is activated or deactivated.

Rerouting dropping: #

The forwarding destination is specified in the Drop field:

Settings forwarding drop-off: #

Field name	Field description
Callback	Telephone call is aborted, system calls back automatically
Conference	Diversion into a conference call with several participants
Disa	DISA stands for Direct Inward System Access, causes a direct line to be received from the outside on your own system. You can call the company number from a mobile phone, for effective cost control, and the company number is displayed to the called party instead of the mobile number Danger: DISA can be used as a backdoor and must be used very specifically!
Extension	Redirect to another internal number
Intercom	Redirection to an intercom loudspeaker function
IVR	Redirection to an Interactive Voice Response, voice navigation of the telephone system
Outbound	Redirect to external Phone number
queue	The caller remains on hold
Ring group	The caller ends up on all connections combined in a ring group
Timeconditions	Time-controlled conditions such as forwarding to other devices etc. can be stored for individual connections. If these are activated, the rerouting is carried out in the Timeconiditions option.
Voicemail	Forwarding to the answering machine

Trunks (line assignment) #

In the trunks you define the CID (outgoing displayed number), the DID (direct extension number), subscriber-related dialing rules and the authorizations.

More important Note: The general rules for all users are to be defined under the Route / Outbound module!

Trunks settings: #

Field name	Field description
DefaultCID	Define outgoing number. The number must always be entered in the 10-digit national format
DID	direct extension at which the user can be reached directly

Danger! The format depends on the provider. Winet numbers must always be given as 10 digits, with ISDN Swisscom numbers it depends on the service and the DID evaluation, it can also be 2, 3 or more digits.

Up to 3 different rules can be defined in the trunk configuration. The rule on the left is always observed first, then the middle rule, then the rule on the right and finally the system-specific rule.

Trunks settings: #

Field name	Field description
Pattern	The digit evaluation is entered here. The following options are possible: Digits from 0 - 9 * all digits and the following Z digits from 1 - 9N digits from 2 - 9X digits from 0 - 9 Example: You want to treat all mobile numbers exclusively: Pattern -> 07N *. With «N» we exclude the 1 in order not to take Eastern Swiss numbers into account.
prefix	Values are placed in front of each dialed number (e.g. a preselection code 107xx)
Strip	Here you cut off digits. If, for example, a 9 is preselected (for the pattern), it must be cut off again here.
Drink	Define on which line the call should be made.
CID	Enter an alternative CID number, e.g. to only use the main number to make calls on this line. Example: You want the user to only have to dial the 3-digit number of a partner company when he pre-dials 9. The other company's direct numbers are from 340 to 379. The master number is 0445556. The user should identify himself with the group number 0525556545. The conversation should go through Swisscom. Pattern: 93XX - Prefix: 0445556 - Strip: 1 - Trunk: Swisscom - CID: 0525556545

Double bells #

The double bell function is used for monitored coupling with several devices. In order to use the function, you have to create additional users, which you can access if required

«Invisible» put. This is how the user can be reached on one number with several telephones:

Simply insert the desired additional numbers at the user. This can also be an external number (e.g. mobile phone).

If the user is called and he picks up on the mobile phone, the user is considered busy.

Important NOTE: The Double ringing is not active, if the main user has a Ring group is called - unless the additional number is also member the group!

Double bell settings: #

Field name	Field description
Add extension	Enter the number of the additional user

Extension settings #

The participant's settings are created and maintained in this module.

These settings are extremely important for the function of the user!

 

Field name	Field description
Plug'n'Play	The option must be on the following telephones YES stand: Aastra, Snom, Polycom. For all other devices on NO. If NAT is set to YES, Plug'n'Play must be set to NObe set.
Network Address Translation (NAT)	The option must be set to YES if the user is external (not in his own network, firewall in between). Normally to NO.
SIP Reinvite	If NAT is set to YES, SIPReinvite must be set to NO be set. For internal devices, yes, except for Ascom DECT and Mediatrix.
Music-on-Hold (music on hold)	Selection of a specific music-on-hold group
language	the language of the user for the announcements (system)
Context, type,Codecs	Don `t change!
Reputation group	All participants in the same group can answer calls for other users.
Customer group	All participants in the same group can pick up the phone with * 8 or * 8xx (xx = destination number).
Internal drop	The internal rejection only reacts if the call comes from an internal subscriber. You can define a release after a time or busy. (The drop cannot be combined with the voicemail!)
External release	The external intercept only reacts when an external call arrives. You can define a release after a time or busy. (The dropping must not be combined with the voicemail!)

Danger: If the release is to be combined with VM, this must be Voicemail timeout to "0" can be set and later explicitly dropped on the VM of the participant.

Telephone configuration #

This module is only for the Auto configuration needed. It only supports Snom and Aastra Terminals. First select the manufacturer and model of your phone and click on next. You can now configure the function keys for your telephone.

Phone configuration settings: #

Field name	Field description
Telephone configuration	Setting time zones and language
TK quick buttons	The TK quick keys are configured on the phone from top to bottom on the quick dial keys. The system simply fills in the existing keys in sequence. You can so assign up to 112 keys.

With the Polycom Extension Module, the keys are automatically written on the display. In order for the cable lamp field to work, the extension must be a internal participant  be. Of course, external numbers can also be programmed. Please note: The phone needs to be restarted.

In the telephone configuration module you can (bottom left) Templates for key labeling for Snom and Aastra telephones print. You can use this for the speed dial pad.

investment #

In these modules the ring groups, queues, intercoms, parking positions and the conference rooms are set up as well as the Time controls, the IVR, the Callback and the DISA configured.

Distribution group #

Ring group #

 

The existing ring groups are displayed in the upper area. The participants are adjusted with this symbol. New participants can also be added to the group here.

Configure ring groups: #

Field name	Field description
Extension	Every ring group needs one own internal number.
Surname	Name for the ring group
CID prefix	If a call comes from a group, this entry is displayed on the phone. For example, Support> So it appears on the display Support> 0791234567. The participant knows that the call is coming through the group. Numbers and letters are possible.
Header1 & 2	A ring alert can be entered here. This is required to control the ringtone on the phone. There are two possible definitions.
Announcement to caller	A voice announcement can be selected that has been recorded under Languages / System Records. This is played back by the caller.
Announcement to destination	A voice announcement can be selected that was recorded under Languages / System Records. This is played back to the subscriber who accepts the call. For example, if only analog subscribers without a display are connected to the ring.

Ring groups dropping: #

Field name	Field description
Drop after	The goal when nobody picks up after a defined period of time.
Time out	Defines the time until the release reacts.

Hold #

The hold or park function is useful if you want to connect callers to people who are not at a fixed workstation. You can park the caller at a position and then pass the parking number on to the person you are looking for. They can then dial the parking number from any telephone to take the call.

Configure hold: #

Field name	Field description
Master park	This is the central number that you connect to.
Position from and to	Here you define the area and the number of parking slots.
Maximum parking time	Time in seconds until the caller goes back to the connecting station.

Intercom #

The intercom can use all Snom, Polycom and Aastra telephones directly as an announcement system. If you call the defined intercom number, the telephones go to the loudspeaker and you can make an announcement. If only one participant is recorded, a bidirectional connection is established immediately - loudspeaker and microphone are active. If there are several participants, the connection is only unidirectional, only the loudspeaker is activated.

The intercom is like a ring group set up. To use it, you have to call the stored intercom number.

Queues (queues, call centers) #

With voxGate you have a fully integrated inbound call center solution:

The queues are divided into 5 sections that have to be configured. #

The help texts are also activated in this module; they are particularly useful for strategies and settings. Simply move the mouse over the description text.

Configure queue: #

Field name	Field description
number	Assign a free internal number
Surname	Give the queue a meaningful name
password	If the callers have to enter a password, you can enter it here.
CID prefix	So that you can see on the display which queue is calling on the agent calls, enter a name here, which will then appear on the display. (e.g. SUP> 0795553321)

Queue settings: #

Field name	Field description
MoH group	Select the music on hold group. You can use your own music for each queue. These are set up in the configuration under Languages / Music on Hold.
Max. Callers	Determines the number of callers who can wait in the queue. All of the following are forwarded to the drop target.
Strategy	Ringall: all registered agents ring at the same time Random: randomly selects an agent Fewest Calls: selects the agent with the fewest completed calls Least Recent: selects the agent with the fewest, recently received calls Round Robin: fair call distribution. All agents are provided with calls in turn Round Robin Memory: like Round Robin, but if the next agent is released, the first agent continues to ring.
Call to empty	Callers are left in the queue even if no agent is logged on. If the function is switched off, the caller is directed to the intercept.
Exit at empty	If the function is activated, the caller is dropped when the last agent has logged off.
admission	All calls in the queue are recorded. DANGER! This must be communicated to the caller, for example with an announcement before the call.

Queue Times: #

Field name	Field description
Agent timeout	The agent rings the set time. The call then waits for the time set in Retry. After this time he tries again with the agent, then he goes to the next agent.
Agent pause	If the agent has just completed a call, he will not receive any further calls until this time has elapsed. It is also called the wrap-up time.
Retry	see under Agent Timeout
Max waiting time	Time until the caller is dropped. If the time is set to 0, it is unlimited.

Queue announcement: #

Field name	Field description
Announcement to agent	This announcement is played to the agent. It is mainly required by agents with telephones without a display to inform them which queue is currently calling. The announcements are defined and recorded under Languages / System Recordings.
Announcement to the caller	The caller hears this announcement and can thus be informed via the queue. If the call is recorded, this must be mentioned here. The announcements are defined and recorded under Languages / System Recordings.
Announcement of the position	The caller is informed of the waiting position they are in.
Announcement waiting time	The caller is informed of the approximate waiting time.
VoiceMenu	The caller can use the 1 - 9 buttons to have a defined IVR (Interactive VoiceResponse) transfer them or call up functions.
Announcement frequency	If the announcement of the position and / or the waiting time is active, it is defined here after how many seconds the announcement is repeated. DANGER! The time for the announcement must be taken into account.

Release: #

If the queue is programmed in such a way that it should be dropped, this is defined here. You can then save the queue.

Additional functions after a queue has been set up:

Symbol / field name	Icon / field description
records	The recorded sound files are displayed with the following options:
Play	A popup opens: The Quicktime plugin must be loaded and a speaker must be connected. With the arrow you can also download and archive the sound files (.wav format)
	Delete the announcement
	This symbol takes you to the menu for the fixed agents. If you need agents who do not log off but are permanently in the queue, you can add them here.
Add extensions	Enter the agent by number or name. The voxManager suggests suitable extensions after entering the first digit or the first letter.
priority	Enter digits from 0 - 9. Agents with the lowest digit receive first priority, processing then takes place in ascending order.
	Setting the queue
	Delete the queue

conference #

With voxGate you can create your own conference rooms. The number of participants and rooms is limited, however, and depends on your system type. The participants can simply call the conference number. An inbound route must be written for external participants or they are connected to the room.

Configure conference: #

Field name	Field description
Add a conference	Add a new conference room
number	Intern number
Surname	logical name for the virtual conference room
User PIN	if you want to protect the room with a PIN, define the access PIN here
Admin PIN	if you need a managed room, define the administrator pin here
Input text	select a system recording to greet the participants
Music on Hold	Select a MoH group to play music for the participants, if they are logged in alone or if they are waiting
Waiting for admin	If this function is activated, the conference is only activated when the administrator is entered
Silent entrance	If this function is switched on, then new participants are not greeted with the name
Subscriber number announcement	it is announced to the person entering the conference how many participants are already in the conference
Admin menu	activates the admin menu. The admin can use codes to block or mute participants
ConferenceFilename	Define a file name under which the conferences will be recorded

Time Conditions #

The time conditions regulate calls in a time-controlled manner:

Configure time conditions: #

Field name	Field description
Surname	Designates the time window. You can define several times per time window. That is decisive Main target at the end of all time trials
Drop after	Specifies where the call should go if all time checks were negative
To back up	Saves the time condition

Use the calendar icon to open the time window:  #

Select the day that you want to add a new time rule. If you want to plan for the whole year, select January 1st.

You will now get to the Week view. Check that Time window, you want to edit. You can also mark over a whole week:

The editing window of the opens Appointment creation:

Create appointment rules: #

Field name	Field description
title	Meaningful title of your appointment rule
description	Optionally, the regulation can be defined in more detail
Whole day?	Is activated if the regulation is to be valid for the whole day
Start end	If not an all-day event, define here or correct the time when the rule should be active
length	Enter the number of days on which the rule should be valid (max. 7 if the start day is Monday)
Repetition	Desired Repetitions the created rule, optionally weekly, monthly or yearly
end	If the rule is only to be repeated for a certain period of time, this is the case here End dateAre defined
Release	Defines where the drop should go when the rule applies. Otherwise he goes upMain drop
OK	Creates the rule

Then you are back in the Calendar view in which the entry made is now visible. Further time windows can then be defined.

IVR (Interactive Voice Respond) #

The IVR - Interactive Voice Respond - is required to configure simple announcements or to create complex routings. Add IVR:

Configure IVR: #

Field name	Field description
Surname	Denotes the IVR
Time out	Waiting time until the next action takes place
To back up	Secures the IVR

Now click on that Structure symbol with the new IVR rule in the upper area. In addition to the created IVR, you can now with + new promotions Add:

Add new actions: #

Field name	Field description
Playfile_Key	plays a system recording with the option of making the selection during playback
Destination	refers to a goal (TN, RG etc.)
Goto_ivr	goes to another IVR. This must already be present in the structure by adding a new IVR to the blue window on the left with +
Get_key	this function must be inserted if it is followed by a digit evaluation with the goto_ivr function. (Press 1 for… etc.).Danger: only 1 digit! (single digit)
Get_string	like get_key, but integer sequences that are terminated with #. For example, a PIN query and then forward to a destination
Loop	repeat the whole sequence. This is useful so that the caller has several attempts

With Goto_ivr you first enter the number that the caller should dial and then the IVR. You can use any number. With an «i» you define an intercept if the caller dials the wrong number. With «t» you define a time-drop if he does not choose anything.

Important note IVR function: We would like to point out that the IVR function requires separate training

Example 1: Setting up an IVR #

Your company needs an announcement without the callers being able to leave a message. This is solved using IVR.

n First, record an announcement in the Recording system

n Then add a new IVR and assign a logical name

n Define how long it should take in seconds until the system goes to the next step if there is no action (default 10 seconds) and save

n Click the Family tree symbol

n Add a new action

n Select the action «playfile» and then select your desired announcement. Click on Save

So that The announcement is repeated, add a new action add and choose

«Loop» out. Save. You can now use the IVR in an application (e.g. inbound routing, time condition).

Example 2: Choice between three departments when calling #

Your company would like to give the caller the opportunity to choose between 3 departments to which he will be connected. (For example, press 1 for sales, 2 for support, and 3 for administration).

Here, too, you first need an announcement that announces the options to the customer.

n Now add a new IVR and give it a logical name

n Click the family tree icon to edit the IVR

n Add the new action «Playfile» and select your new announcement

n Add a new action and select «Get_key»

n Add 3 new under IVR and name them, for example, "Sales", "Support" and "Administration"

Example: creating sub-IVRs #

 

n You now have 3 sub IVRs

n More important Note: To edit the sub-IVR, click directly on the name of the sub-IVR

n Now you can too Add actions. Note that you always do that

Edit the IVR marked gray in the list on the left!

n Now add a new action in the sub-IVR Sales, choose "Destination" and define the destination for the sale (subscriber, ring group or queue)

n Save and add the Action «loop» added

n Switch to the opening hours menu, i.e. to the IVR's main menu, and add a add new action. Choose the function «Goto_ivr» and give the Dialing digita

n Now select the first sub-IVR as the destination

n Add 2 more «goto_ivr» functions as described above

n You have now completely set up an IVR

Callback / DISA #

The callback function must have a Inbound route linked. The system interrupts the caller immediately and calls them back. It is then directed to the defined drop:

Configure callback: #

Field name	Field description
Surname	Designates the callback function
waiting period	Seconds until the callback is triggered
CID	Number that is displayed for the person being called back
CID for the callback	can be specified if the callback should only call back to a specific number

DISA (Direct Inward System Access) #

With DISA - Direct Inward System Access - you can call from outside and you will then receive an external dial tone. So can you With call the company's CID using your mobile phone:

Configure DISA: #

Field name	Field description
Surname	Denotes the DISA
password	assign a PIN code to identify yourself
Response timeout	here the time is defined, how long the user has to start with the by-election
Digit timeout	define the time between each digit
CID	Enter the number that is to be published externally via the DISA

Important notice DISA: The DISA is required to configure the voxMobile function.

Brief description of voxPanel #

voxPanel is a Telephone operator , which we developed especially for the voxGates from Winet. It gives every logged-in user an overview of the activities on the telephone system in real time. The voxPanel is available in different versions:

The basic version allows you to monitor ongoing activities from any extension. This standard version is designed to save space for occasional use.

The enhanced version can be used as a virtual telephone and also enables individual extensions to be controlled. The version has programmable hot keys (Quick Access Buttons).

The operator version was specially developed for the full control of a telephone system by the operator / operator, for example in a call center.

languages #

Here you manage central announcements and Music on Hold for holding loops.

System records (announcements) #

All announcements that you need anywhere in the system are recorded here:

Add system record: #

Field name	Field description
Surname	Give the announcement a logical name
group	Assignment to an existing caller group
to back up	Saves the system record
Note symbol	In the lower area shows the option to upload or discuss the announcements in 4 different languages. German and English always appear together when German has been spoken. More important Note SR: It is best to discuss all of your system records on the German note symbol (also other languages).
Record	Enter the telephone number of the telephone on which you want to record the announcement.
Call icon	Starts the recording More important Note Admission: After the beep, speak the announcement, then wait until the system tells you to save with 9. Then press 9 and wait until the system hangs up by itself. Please do not hang up beforehand!

The next time you update, you will see the Language flags up in full of color . If you click the Note symbol click, you can listen to the announcement to check it.

Music on Hold #

With Music on Hold, the music on hold is defined:

Create Music on Hold group: #

system #

In the System menu you set the system parameters for the network, the ISDN hardware, the backup, the licenses, the voice recording and trigger the reboot.

Important note system parameters: We point out that these parameters should only be used after administrator training!

The exact parameters are not explained in detail here, as it is assumed that they are self-explanatory with the appropriate network knowledge.

network #

In this area you set the IP address the voxGate. The gateway and DNS addresses are necessary for the system to function properly:

Hardware #

In the hardware settings you can check whether the ISDN connections are active (green) or not (red):

Hardware settings: #

Field name	Field description
National Prefix, InternationalPrefix	Leave the values as they are
Recieve Gain, Transmit Gain	If your ISDN calls are too quiet or too loud, you can use this to increase or decrease the volume. Recommendation volume: The values should always be set the same.

Configuration of ISDN: #

Under Edit ISDN (pen symbol) you can set trunk groups, echo canceling and the language.

Important note for ISDN configuration: Please only change the parameters with the appropriate knowledge!

Provisioning #

Provisioning is used to send settings from the telephone system to the phone. This reduces the configuration effort, since the settings only have to be made on the system instead of on each device.

Backup #

Backup is a very important module. Here you can back up your entire telephone system, for example to restore the system to a fully functional configuration after an incorrect configuration.

You have the option of the backups locally or on a server to secure:

FTP backup #

Here you can configure the FTP backup. The backup file is not saved on the local hard drive but on a server via FTP (File Transfer Protocol).

Backup settings: #

Field name	Field description
Upload backup	File from previous backup uploads
Back up the FTP backup now	Perform a quick backup. Logically, a requirement is onecorrect FTP configuration
FTP backup config.	Settings for the backup topics
FTP configuration	More important Note FTPBackups: The configuration is mandatory for FTP.
FTP connection test	Tests the FTP configuration

Local backup #

To set up a regular and automatic backup, set the

Repetition factor and the maximum backups:

Recommendation for immediate backup: We recommend that you perform an immediate backup before any planned change.

If you have a previous system restore you can have a backup through the recurring Arrow symbol restore. Use the down arrow to download the backup you want to your PC. This can be imported again using the upload function. It still needs to be restored afterwards.

License #

In this module you load the License key high that you received from us.

You also have an overview of the modules you have purchased, the license and the voxPanel.

VoiceRecord #

In this module you will hear the Voice recordings (e.g. from a queue) or download them to your PC.

Sendmail #

Define here how and via which server the voxGate emails are sent.

Field name	Field description
SMTPServer	Enter the e-mail server here (SMTP)
User &Password	Enter a user name and the corresponding password for logging into the SMTP server.
From address	Specify here the sender address from which e-mails should be sent
By name	Specify here which name should be displayed to the e-mail recipient.

reboot #

Here you can reboot your voxGate. In order to be able to reboot the voxGate, you need a valid extension with admin authorization and a valid password enter.

Provisioning #

In this module you can Snom and Aastra phones The firmware to be used can be selected for Snom telephones. You can also manage a central phone book here.

Important note settings: The settings are adopted on all Snom or Aastra telephones!

Select the point to be edited here in order to adjust the settings:

Aastra #

If you are using Aastra telephones, you can define all settings here. These are adopted for all Aastra telephones.

Snom #

If you are using Snoms with firmware 7.3.30 or older, you can configure the Snom file under "SNOM".

If you are using Snom's firmware version 8 and up, you can edit “SnomXML”. The possible settings are displayed there directly and you can reset the values to the default.

Snom firmware #

Under “Snom Firmware” you can manage the firmware versions of your Snom telephones. First, download the firmware you want for the models you are using. You can then activate the firmware. All telephones will then install the selected firmware independently as soon as you restart it.

phone book #

Here you can manage your phone book. Simply enter the username, number and location of the person you would like to have in the directory. The phone book is automatically updated on all Snom and Aastra devices.

LDAP / TFTP #

LDAP binding #

Here you can specify an external LDAP server. For incoming calls, the voxGate searches the LDAP server for a suitable number. If an entry is found, the corresponding entry is shown on the telephone display.

TFTP server #

The voxGate has a TFTP server on which you can upload, download and delete any files. Here you can, for example, upload backups of the phone settings so that they are not lost in the event of a defect.

Update #

Select here whether updates should be switched on or off. An extension with administrator rights is required to carry out an update. New updates are displayed in a list below.

route #

This is the menu to everyone Trunks (Lines) that Routing sequences, out and inbound routes to configure. Here you can also see which Function codes active are.

Trunk (line) #

In telephony, trunk 1 (T1, T-1 or DS1) is the first multiplex level of the US telephone system with a data rate of 1.544 Mbit / s or 24 ISDN data channels with 64 kbit / s each. Both voice and data traffic can be handled via the individual data channels. The specification was adopted around 1968 and is also applicable in Canada and Japan. A complete T1 connection can be rented as a leased line and was often used to connect companies to the Internet via an Internet Service Provider (ISP).

To configure new trunks, first choose which type of trunk you need. You can configure five types of trunks:

n SIP trunk

n IAX2 trunk

n ISDN trunk

n ENUM trunk

n GTALK trunk

You need the ISDN to configure the ISDN trunks that you receive via the ISDN card. Here you define a group for each ISDN connection. In this way you can later select several channels in the trunk sequences and thus, for example, assign the correct connection to a customer with several NT with MSN.

Example: the customer has 2 MSN ISDN connections. It has 3 numbers on each connection. Now he wants every employee to identify himself externally with his own number.

Now configure a trunk for each ISDN connection (group 1 and group 2). You can then assign the correct connection to each user for the user trunks.

SIP trunk settings / IAX2 trunk settings #

For a VoiP trunk with IAX2 you need the exact parameters for the trunk. Below is that Setting for the Winet connection specified.

SIP trunk	IAX2 as networking
User ContextOutgoing	sipbilling	556677
		type = friend
Peer out	username = 0041xxxxxxxxx fromdomain = 77.59.196.xxx type = friendinsecure = very secret = yyyyyy qualify = yes context = internal sip host = server.provider.xy disallow = all allow = alaw, ulaw, gsmlanguage = de	secret = 413909 qualify = yes notransfer = yes host = dynamic disallow = allcontext = iax-intern
		allow = alaw
User ContextIncoming	((empty))	((empty))
Peer In	((empty))	((empty))
Registration	0041xxxxxxxxx@server.provider.xy	((empty))

ISDN trunk settings #

To set up an ISDN trunk, go to Add ISDN Trunk:

Trunk settings: #

Field name	Field description
Surname	Logical name for the trunk
Max. Callers	max. channels (usually 2)
Standard CID	if you need a standard CID, enter a CID trunk
	you do not need the remaining fields
ISDN group	Here you determine the group port (the physical connection of the ISDN card)
To back up	Saves the entries

Trunk sequence #

Go on "Add trunk sequence", give the sequence a name and save.

The new sequence will now appear in the list above. Click the tree icon to edit the sequence.

Add the trunks below which you would like to have in the sequence. Use the arrows to change the order.

In this example you dial via ISDN as soon as the VOIP connection is not available (fallback)!

Outbound route #

Add a new outbound route:

Configure outbound routes: #

Field name	Field description
Surname	Logical name for the route
password	Enter a password if you want the user to have to enter it when taking this route. Alternatively: use PIN Set
sequence	Assign the route to a sequence
To back up	Saves the entries

The routes must then appear in the correct order. If the voxGate finds a value in the rules (from top to bottom), it reacts to this. In order for the route to take effect, you must now define the conditions:

Field name	Field description
Pattern	Enter the sequence of digits that must be dialed for the route to be activated. The following parameters can be used: 0 to 9 digits between 0 and 9X any number between 0 and 9 Z any number between 1 and 9 N any number between 2 and 9 * all other numbers with unlimited subsequent digits
Prefix	When a pattern becomes active, a preset can be selected
Strip	Truncates the number of digits in both dialing

Example: #

You want all calls that begin with 9 and go to a mobile phone to go to Sunrise using the preselection code:

Pattern: 907N * Prefix: 10707 Strip: 1 #

You want to intercept all service numbers and emergency numbers and route them using a differentiated sequence:

Multiple Patterns: 1XX; 1XXX; 084 *; 080 *; 090 * Prefix: empty Strip: 0 (Must be zero!) #

Your branch has the number base 07155563xx, of which xx is the respective internal number. Now you want all of your employees to reach the branch with 3 digits. It is important that there are no three-digit internal numbers in the system that start with 3:

Pattern: 3XX Prefix: 0715556 Strip: 0 #

Now all calls should go through a sequence:

Pattern: * Prefix: empty Strip: 0 #

Inbound routes #

With the inbound route, you define where and how to handle all incoming calls. Add a new inbound route:

Configure inbound routes: #

Field name	Field description
Surname	Logical name for the inbound route
DID	Definition of the target number. You can also make a distinction between the routes and depending on the caller number (skill-based routing)
Header	Control of the SIP header (e.g. a different ringtone)
Prefix	Specifies, for example, a name on the target device
fax	Important note fax: always click on NO!
Drop target	Where should the call go? All modules are possible here

More important Note direct numbers: The direct numbers of the users are defined in DID under Users / Trunks. No further inbound route is necessary for this!

Example: #

All calls to the number 0565556638 that come from the caller 0445559968 should go to a tape called "No connection":

DID: 0565556638 CID: 0445559968 Drop: ivr-Bandout

Function code #

The function codes show you all *- Code functions on. We recommend leave the settings at the default values. Of course, you have the option of adapting these as you wish.

PIN sets #

You can set up pin set groups on your voxGate so that specified extensions can, for example, only call certain numbers with the required PIN.

fax #

ISDN fax #

If your voxGate has an ISDN card, it is now possible to use it to send faxes.

Field name	Field description
receiver	Enter the fax number you want to send to here
sender	Define the sender number here
ID	Enter the phone number that should appear on the fax.
Header	Enter here which name should be displayed on the fax.
PDF file	Here, select the PDF file that is to be sent by fax.

FaxBox #

In the FaxBox module you can add FaxBoxes from the myWinet portal to your voxGate in order to be able to send faxes directly via them.

First select whether you want to send the fax to one or more recipients and click either “Send a single fax” or “Send multiple faxes”.

The recipient file can be a TXT file in which the recipients must be separated by pressing “Enter”. It is also possible to upload the recipients with a CSV file, whereby the individual numbers must be separated by semicolons (;).

Then only the PDF file to be sent has to be uploaded before you can click on “save” to send it.

Day / night service #

In the day / night service you can set up a forwarding to any destination (IVR, ring groups, etc.).

With a Snom telephone you can configure a button so that a lamp lights up as soon as the forwarding is activated.

To do this, go to the web interface of your Snom telephone and click on

"Function keys". Enter the correct type (BLF) for the desired key and enter the extension of the day / night service in the number field.

After you save, the line will look a little different:

If you now press the configured key, you will hear a short announcement, after which you can switch the forwarding on and off. When active, the busy lamp field will illuminate.

Activate and deactivate day / night service #

If you have pressed the button, you will be informed whether the day / night service is currently active. One of the following announcements sounds: "activated" / "deactivated".

Global voiceMail #

You have the option of setting up a global voiceMail. This allows you to use a user-independent voiceMail. For example, you can use this if someone called the main number and nobody answered the call. You can enter an e-mail address to which several people have access, e.g. backoffice@winet.ch.

Block phone numbers #

Under Route -> Block number you have the option to block phone numbers. These blocks can be set up between incoming & outgoing, or in both directions. To block a number, first go to "Block new number" and enter the corresponding number. With the drop you can drop the blocked numbers for example on a playfile, on which an announcement comes that the phone number is blocked.

Admin #

User rights #

Under Admin you can set up the user rights for the individual extensions or set up groups.

For each group or user, configure which settings the respective users are allowed to access and which should not be displayed.

Important lists and dates #

Autoprovisioning path for the phones #

In order for the automatic configuration (Plug'n'Play) to work on our three main telephones, snom, Polycom and Aastra, the path must first be given to the telephone where it can download the configuration.

Important note on configuration paths: The paths for the configuration are as follows:

n for snom: http: //IPdervoxGate/provisioning/snom.php?mac={mac}

n for Aastra: IPdervoxGate/ provisioning / aastra /

n for Polycom: IPdervoxGate/ polycom

Set up for snom devices #

n Open your phone using the web browser. To identify the IP address of the phone, press the «?» Key

n With the snom 300 you can access the information by pressing the silver navigation button

Press down 11 times and then confirm with the «OK» key

n With the snom 320 you have to search for the "?" Also press the left display key under «IPAdr»

n Now click in the snom menu Left to «Advanced Settings»

n Select the tab «Update» out:

n Enter the path for the configuration:

n http: //IPdervoxGate/provisioning/snom.php?mac={mac}

n under "Setting URL" and select under Update Policy «Update automatically» out:

n Save with "Save" and start the device with "Reboot" New.

Winet Network Solutions AG Täfernstrasse 31

CH-5405 Baden-Dättwil

Technical questions Administrative questions Phone / Fax

support@winet.ch backoffice@winet.ch

+41 450 470 46 26 / 27

Support business customers Support private customers (CHF 2.50 / min.)

+41 44 563 39 39

0900 66 39 32

Setting up for Aastra #

n Open your phone with the web browser. To identify the IP address of the phone, press the «Settings» button

n Go to the administrators menu with «5» and enter the admin password «22222» and press the right arrow key

n Now press «2» and again «2» to view the IP address

n To exit the menu, press the cancel button

n Im Aastra main menu on the right click on "Configuration server"

n Select the server as «HTTP»:

n Enter the voxGate IP address under "HTTP Server" a:

n (only the IP address!) IPdervoxGate / provisioning / aastra /

n Enter the path (as per Section 5.1) under "HTTP path" a:

n Click on "Save settings" and restart the device

Set up for Polycom #

You set up the Polycom directly on the device via the menu:

The default password is 456 / The IP address: IPdervoxGate / polycom

must be adapted by the IP address of your voxGate. Exit the menu with Exit. Follow the pictures to get to the menu (from left to right). Use the arrow keys and the 4 keys below the display to navigate.

For Server Type, press "To edit"  and choose "HTTP" out. Enter the link for Polycom at the server address. Now leave with "Break up" the menus and restart the device.

Apply feature codes #

 

Feature Codes Settings: #

Field name	Field description
Register phone	Registering telephones (only the Plug'n'Play telephones) * 79 Extension initiates a call (* 79220-> OK)
Phone log off	Logging out of Plug'n'Play phones. * 30 initiate a call.(* 30-> OK)
Call waiting	Activate / deactivate call waiting (* 13-> OK, 1 to change the lines, enter the number of required lines)
Restart the phone	Reboot the phone. Only for Plug'n'Play devices.
Agent sign in / out	Agents register with * 55Queuenummer -> OK. To log off * 55 Queue number (* 55321-> OK)
Voice recording	Activates the recording on the respective telephone when this feature code is dialed. Deactivation by dialing * 47 again
Day / night service	Activates / deactivates the day / night service
Call anonymously	Calling Line Identification Blocking for a call. e.g. *990564704626

WinCTI #

Product overview #

The following products are available:

n Winet CTI Client Professional: #

CTI software for dialing from PC. Client software for inbound and outbound telephony management. Full Outlook integration and full connection to databases via ODBC and other interfaces

n Winet CTI Client Standard: #

CTI software for dialing from PC. Client software for inbound and outbound telephony management. Full Outlook integration.

n Winet TAPI for voxGate: #

TAPI driver license for snom TAPI interface (e.g. TwixTel) and Outlook (only choice from Outlook)

Our sales department will be happy to provide you with information about the individual product features. In this chapter we explicitly go into the Winet CTI Client (Professional).

Purchase of licenses & installation #

To install the CTI Client, download the software from http://www.winet.ch/Produkte/winCTI/ down. The version is for 30 days without a license usable with the full features. You can then order a license from us.

Run the setup by running the Double-click the setup.exe file:

Install the client for one or all users

If you have already purchased a license, enter the license:

Highlight the options you want. The "CTI Client TAPI Connector" you need in any case. Is a "Telephony Add-In for Outlook" desired, so select the option as well:

The "ActiveX telephony component" you only need to select when you

own applications using ActiveX.

Now mark the desired program shortcuts. The CTI Client then shows you a green symbol in the system tray:

When the installation is complete, the first thing that appears Configuration window. You can change the configuration at any time under "Options" call again:

click on «Telephone configuration», to configure the client and link it to the voxGate.

click on «Add TAPI device», around a new TAPI line to configure:

Select your phone type under VoIP and then click on "Device configuration". Eg snom: First of all "Snom phones" after that "Snom Line 1" and finally "Device configuration".

Now wear that IP address of your phone a. If the web interface of the phone has a password is protected, insert the hook Authentication to be able to enter the login data. Finally, click on test the functionality checked.

Settings phone: #

Field name	Field description
IP address or DNS name	Enter the phone's IP address or name
Authentication	are only required if you have password-protected your phone.
test	To test the connection, click "Test". Save with OK.

After connecting the phone to your computer, you can now go to the tab "Action URL" set the status to Active by clicking on "Begin" click. This is also displayed on your computer when you receive an incoming call. You will then be offered to automatically open the required ports on your firewall so that the messages work. We recommend accepting this.

Now click on the option in the Setup menu "Dial plan"

Enter the Location information a:

Then switch to the register «Telephone system»:

 

Dial plan: #

Field name	Field description
Telephone system	Mark the field
Outside line code	Leave the exchange code field unmarked if you do not need a "0" to dial (normal case)
Maximum length of the internal numbers	Now enter the largest number of digits for internal numbers
OK	Click on OK and confirm the configuration in the control menu also with OK.The client is now set up.

The BLF function (busy lamp field) #

To configure the BLF function, click on an empty BLF field; choose

"To edit": #

Settings:

Field name	Field description
Key name	Abbreviation used in your company
Phone number	Now enter the desired extension at. Click OK.
OK	Click on OK and confirm the configuration in the setup menu also with OK. The client is now set up.

Then right-click the BLF again and choose "Link TAPI device"

Now you have to configure further voxGate lines as described above. Then you can select the device.

Repeat this with all the desired BLF LEDs.

The Outlook integration #

click on "New" and follow the path as shown:

click on "Complete"

The functions of the client #

You can now use the client. The LEDs always show you who is busy. In the lower window you can see your own journal.

Around More functions To use, use the «My Help» program.

Support #

Contact details of the Winet #

In the event of a fault in your telephone system, please refer to our homepage www.winet.ch under http://www.winet.ch/Support/ the necessary data to reach us as quickly as possible.

Ticketing system #

All support requests are recorded as electronic tickets in the Winet support system. As a customer, you can check the status of your support request around the clock. You have a complete history of your inquiries to the Winet.

Create tickets in the ticketing system #

In order to be able to process the support case promptly, our support team needs as much information as possible:

n Specify whether the reported faults only exist on one set, on several or on all of them.

n Describe the faults in detail

n Formulate inquiries with all important details

You can send the support request by e-mail to support@winet.ch or send a support case via the Winet support page http://support.winet.ch/otrs/customer.pl Report. In any case, you will automatically receive an email with your ticket number.

If you have any additions to the support case, enter them directly in the ticketing system. We ask you to enter this in the ticketing system, otherwise you would generate another automatic ticket.

Login to the ticketing system #

Under http://support.winet.ch/otrs/customer.pl you can log in with your customer number and your password. Before you can log in for the first time, you have to click on "Forgot your password?" In order to be able to send you a new password. Enter your customer number in the field and close with

"Submit".

You will receive the password by email as soon as the confirmation link is activated.

You will now receive all existing tickets and their status in your email address. You have the option of displaying all open and closed tickets.

Edit tickets #

In order to be able to edit a ticket, e.g. to add further detailed data, go to the link displayed in the subject or to the ticket number.

You can now enter further information in the message field or attach files in the following formats: doc, pdf, jpg, bmp, xls, gif, zip, csv, txt, png.

The additions are now displayed when the ticket is reopened:

The Winet Support now takes care of the received support case. Questions and answers can be found in the ticket. At the same time, if the ticket changes, you will receive an email so that you are up to date.

Reopen closed tickets #

Tickets that have already been closed can be reopened at any time. Open the closed ticket via the link on the ticket number or the subject. After entering a message and sending it, the ticket is open again.

Manual creation of a new ticket #

When you call up the ticket system, you can also create a ticket using the "new ticket" button.

Two fields are already filled out in advance. Mandatory fields are marked with a "*". Please note that the priority field is based on a clear definition. In an emergency, we always recommend calling.

Classification levels #

Classification level	importance
5 very high (Emergency)	The system is out of order, the customer can no longer maintain normal operation. Immediate problem resolution is necessary in order to remedy the condition (damage limitation). Primarily, a provisional solution, e.g. a replacement, has to be created in order to reduce the status to levels 2 - 4 as quickly as possible.
4 high (critical)	The system is so impaired that the customer can only continue normal operations to a limited extent. A quick fix is needed to clear the condition.
3 normal	The system is few restrictions so that the customer has no significant restrictions (e.g. a telephone does not work).
2 low	No impact on the course of business. The system runs perfectly. The customer wants optimizations and adjustments.

General information about support #

The Winet Support is chargeable and is billed every quarter of an hour. As an hourly rate, we charge CHF 179 during our normal business hours. Outside of business hours, a higher rate applies.

Support approaches #

Standby time	Day	time	Hourly rate	Excepted
Normal standby time	Mon-Fri	8:00 a.m. - 6:00 p.m.		Saturdays, Sundays and general holidays
Extended standby time	Mon-Fri	6:00 p.m. - 8:00 p.m.	+ 25%	Saturdays, Sundays and general holidays
Saturday inclusive	Mon-Sat	8:00 p.m. - 00:80 a.m.	+ 50%	Sundays and public holidays
Sundays and holidays			+ 100%

We generally recommend using a Service Level Agreements (SLA) to cover. Winet offers SLAs in different levels for this. If you are interested, please contact our sales department.

Do you have any questions about our ticketing system? We are at any time available.

Your Winet team

Winet Network Solutions AG Täfernstrasse 31

CH-5405 Baden-Dättwil

Technical questions Administrative questions Phone / Fax

support@winet.ch backoffice@winet.ch

+41 450 470 46 26 / 27

Support business customers Support private customers (CHF 2.50 / min.)