Switchvox Admin BasicsSwitchvox SMB version 5.7

2012-13 Digium, Inc.All rights reserved. This document is the sole property of Digium, Inc. It contains proprietaryinformation of Digium. Digium reserves the right to make changes to the specifications describedherein at any time and without notice in order to improve design or reliability of the product. Theinformation in this document has been carefully checked for accuracy; however, Digium makes nowarranty pertaining to the correctness of this document.All product and company names are trademarks or registered trademarks of their respectiveholders.613-00015-B

ContentsOverview 41 Switchvox Installation & Networking 5Switchvox Server Setup 5Switchvox Server Network Information 5Digium Phone Network Information 7Network Management 72 System Basics10Registering 10Updating 10Backups 123 Phones and Calling 14Managing Phone Extensions 14Using Digium Phones 16Contacts 18Call Routing 194 Customer Service Basics 22Using Time Frames 22Call Queue Extensions 23IVR Basics 24Conference Calls 27Voicemail Administration 28Getting Started Basics3

OverviewGetting startedBasic information for administratorsCross references to detailed information in other documents and to theonline help found in the Switchvox Admin Tools Web SuiteThe combination of the Switchvox PBX and Digium IP Phones provides a complete,unified communications solution for small and mid-sized businesses. This unifiedcommunications system integrates all office communications, including phone, fax,chat, and web mashups. This guide gives administrators basic information for quicksetup of both Switchvox and the Digium Phones. Cross references point to detailedinformation in other documents.Switchvox Admin Basics1—Switchvox Installation &Network Configuration(page 5)Installation of the Switchvox serverappliance and configuration of theserver and phone networks2—System Basics (page 10)Registration, updates, managing ofbackups3—Phones and Calling (page 14)Digium Phones, call routing, andcontacts4—Customer Service (page 22)Time frames, call queue extensions,IVRs, conference calls, voicemailadministration4

1Switchvox Installation &NetworkingSwitchvox Server SetupSwitchvox Server Network InformationDigium Phone Network InformationNetwork ManagementGetting your Switchvox system up and running requires first setting up your Switchvox server appliance and connecting it to a power supply and a network. After theserver appliance is operational, you need to configure its network. This chapter givesyou step-by-step instructions for doing this as well as information about DigiumPhone networks and network management.Switchvox Server SetupIf your server appliance needs any hardware expansion cards, install them accordingto instructions in the appropriate appliance quick start guide (see the Digium supportweb page).Connect the appliance to all the necessary external connections: network interface, allincoming lines from your telephone providers, any other physical connections fromexternal devices.Turn on the appliance.The Switchvox software is already installed.Put the included Switchvox installation DVD in a safe place in case you need to reinstall the system at a later time.Switchvox Server Network InformationAfter the main display LCD displays the message, Press any key, it is ready to beconfigured. Press any key to start the process. Use the Up and Down directional keys to select Configure Network, then clickthe green checkmark.Switchvox Admin Basics5

Switchvox Server Network Information Use the Up and Down directional keys to select Set DHCP/Static, then click thegreen checkmark. Use the Left and Right directional keys to select either DHCP or Static, then clickthe green checkmark.NOTE: We recommend setting a static IP address because it is important that theSwitchvox server IP address remains the same after it has been configured andusers are connecting to it.NOTE: To find an IP address that is not in use on your network and will not beused for another client by the DHCP server or used by some other devices, go tothe following web site and look at the information for your particular ing a Static IPAddressTo use the static setting, enter the following IP addressing information: IP Address provided by your network administrator. Netmask. By default, the netmask is If your netmask address isdifferent, change it to the correct value. Gateway (or router). The address for your gateway is usually the IP address ofyour router. A common gateway IP address is DNS Server. This address is for either a server inside your network or a serveryour Internet Service Provider (ISP) runs for you. If your ISP runs your DNS, theISP network administrator can provide this address.After you are done entering the IP address information, use the Up and Down directional keys to select Save Net Settings.This completes the configuration using a Static IP Address.Setting a DHCP IPAddressIf your router can assign IP addresses using DHCP (Dynamic Host Configuration Protocol), then you can use this method to assign the Switchvox IP address. However, werecommend you configure your DHCP server to reserve an IP address specifically forSwitchvox because each time Switchvox reboots, it retrieves the IP address. On your router, enter the MAC address of the active network card in theSwitchvox server. This MAC address is displayed on the Switchvox server screenas a series of six number or letter combinations separated by colons (e.g.,00:11:11:AF:2A:EA).NOTE: Because DHCP works differently on different routers, contact yourrouter’s manufacturer or look in your router’s user manual for instructions. After you have set up your router, select DHCP from the appliance menu. Then use the Up and Down directional keys to select Save Net Settings.This completes the configuration using a DHCP IP address.Switchvox Admin ToolSuite URLUse the Up and Down directional keys to select View System Info.This displays theURL for the web-based Switchvox Admin Tool Suite.IMPORTANT: The Switchvox Admin Tool Suite is the primary means ofmanaging the Switchvox system. You can access the tool suite from anycomputer on your network via a web browser.Switchvox Admin Basics6

Digium Phone Network InformationDigium Phone Network InformationSwitchvox’s Phone Networks determine how a Digium Phone should behave, depending on the IP address and netmask of the phone as it sits on the network.IMPORTANT: For a remote phone, that is not on the same network as Switchvox,make sure that you have Access Control Rules in place, and that your router isforwarding the appropriate ports to Switchvox. See “Network Management” (page 7).Usually the two default phone networks Internal and All Networks encompass mostsituations: Phones located on the same network as Switchvox (Internal) Phones located on any other network (All Networks)So, it is unlikely you will need to modify the default phone networks, or to createadditional phone networks. These default entries are automatically updated so that HostAddress is the same as Switchvox's internal and external IP addresses (those aremanaged in IP Configuration).The Select Network tool on your phone lists all the phone networks and lets you selectwhich one to use. See “Phone Tools” ( page 17) for more on this.Creating PhoneNetworksTo create or modify a phone network, go to Server Networking Phone Networks.See the Switchvox Admin Reference Manual, “Phone Networks” ( page 122).TroubleshootingNetwork IssuesYou can use the tools on the phone to help troubleshoot network issues. See “PhoneTools” ( page 17).FindingSwitchvoxIf your Phone Networks are not set up correctly in Switchvox, or the phone was neverplugged into a network local to Switchvox, the phone may not be able to findSwitchvox. In that situation, you can manually direct the phone to Switchvox bypressing the phone’s Settings softkey and doing the following:1.Select Digium Configuration Server.Enter the IP address or hostname of your Switchvox, and a port number (most likely5060).After the phone finds Switchvox and gets its configuration, you can make calls.2.Network ManagementYou can use basic routers such as Linksys, Netgear, or D-Link home models. If you areconsidering a more complex network, check your business requirements to be sure youneed it. Most issues with VoIP systems can be traced to networks, not to the phones orSwitchvox.Switchvox Admin Basics7

Network ManagementSwitchvox and PhonePlacementPlace Switchvox on the same LAN segment as the phones, and Switchvox, phones,and other networked computers on the same subnet or private network.Most customers keep Switchvox on a private IP; however, it can be put on a public IPin a DMZ. In either case, place a firewall in front of your Switchvox system, even if itis on a public IP address. A firewall lets you control which IPs have access to yourSwitchvox services.You can use an alternate network or VLAN to segment the Switchvox system andphones from the LAN.Quality of Service(QoS)If you plan to use a VoIP service provider, it is a good idea to use QoS to prioritizeyour traffic. QoS assures voice quality even if your internet connection is saturatedwith other traffic by giving higher priority to the traffic going in and out of Switchvox. Consult your router documentation for how to set up QoS rules to prioritize VoIPtraffic. This can be done by giving priority to your Switchvox MAC address or IPaddress.If you are using QoS in your network equipment, you can set up Switchvox to sendthe correct ToS or DSCP field in all VoIP packets. This field can be used by firewallsand switches to distinguish specific types of traffic to apply QoS rules, such as favoring all voice traffic for better quality.To do this, go to your Switchvox Web Admin website and select Setup Networking IP Configuration. On the IP Configuration page, click Advanced Options, thenselect the Audio and Video options you want. The default settings should work fine;however, if you know what you are doing you might want to change these.In most cases, you do not need a QoS switch. Unless you consume massive amountsof bandwidth transferring large files among computers in your local network, you donot need a managed switch. Remember that QoS on the switch is not a replacementfor QoS on your router.Access ControlSwitchvox's Access Control tool (Setup Networking Access Control) lets youset network access to Switchvox services based on IP address and netmask. Thedefault action is to deny access. So if you do not allow a service for a network, thenthe network is denied access to that service.If you need to use the Switchboard, be sure to enable access to the XMPP services.PortForwardingfor RemoteAccessIf you plan to use phones or to access Switchvox from remote locations, you must forward certain ports back to Switchvox. A good resource for documentation on how toforward ports on most routers is: enable port forwarding, open Setup Networking IP ConfigurationSwitchvox Admin Basics8

Network ManagementThe following table lists the TCP/UDP port assignments and how Switchvox usesthem.Switchvox Admin BasicsTCP/UDPPort(s)Switchvox UseUDP5060SIP signaling port for phones outside yournetworkUDP5062SIP signaling port for phones for configuration communicationsUDP10000-20000RTP audio ports for phones outside yournetworkSIP UDP4000-4999UDPTL ports for T.38 faxing over SIPIAX UDP4569IAX Signalling Port needed for communicating with IAX providerTCP80HTTP port for remote web voicemailaccessTCP443HTTPS port for remote web admin accessTCP5222 & 843SMB Systems Only - ports for using theSwitchboard remotelyTCP5269SMB Systems Only - port for remoteXMPP (Jabber/chat) access (ExtensibleMessaging and Presence Protocol)UDP1194Must be open to outgoing traffic9

2System BasicsRegisteringUpdatingBackupsAfter the hardware and network setup is complete, you need to register your Switchvox system and know how to update the Switchvox system software and managebackups. This chapter describes these basic functions.RegisteringRegistration is usually completed when Switchvox is first installed. If this is the case,this page displays the first few characters of your Registration Code. You need thesenumbers if you call Switchvox Tech Support. If you have not yet registered Switchvox, use the Switchvox Admin Web Suite to do so.UpdatingTo ensure you have the most current version of Switchvox, use the Update tool beforedoing anything else. This tool will tell you if you need to update to a new version. Ifyou do need to update, follow the instructions described in the following sections.Backup your currentsystem Create and download a backup of your current system (see Making a Backup onDemand, page 12). Locate your Switchvox installation DVD. Ensure no one is currently using Switchvox. Allow ample time to complete the update.Locate Update fileSwitchvox Admin Basics Go to Server Maintenance Updates. Locate the update in the list.10

Updating After you locate the update file, you may click either the Download or Downloadand Apply icon.Important Notesabout updating If the Updates page says no updates are available for your system, then youalready have the newest version of the software and updating is not necessary. If there are one or more updates listed, you can review the update’s release note byclicking its more info. link. If you see a message indicating the system is offline, put the system online beforetrying to download an update again. Do not refresh your web browser during either download action. To check on thestatus of the update, go to: https://YourSwitchvox/admin?cmd check update After you apply an update, Switchvox removes the files for that update and anyprevious updates you may have downloaded.Download Update file Click the Download icon for the update you want to use.A progress indicator tells you how long the download will take.NOTE: This action makes the necessary files available for your Switchvox system, but it does not apply them. After the download is complete, you can apply the update whenever it is convenient.Download and ApplyUpdate file Click Download and Apply for the update you wish to use to download and applyVerify System andPhone FunctionalityAfter applying the upload, do the following to verify that the system is functioningproperly:the update immediately. Go to Server Diagnostics Connection Status to make sure phones are registered and there are no new alarms. Go to Server Networking IP Configuration to make sure those settings arecorrect. Make a call from a Switchvox extension to another extension, and to an externalphone number. If possible, make a call into Switchvox (e.g., from a mobile phone) to ensure yourmain IVR is responding normally. If appropriate, check sending and receiving of faxes.Create a New BackupSwitchvox Admin BasicsAfter completing the update, create a new backup of the system.11

BackupsBackupsSwitchvox lets you create and download a backup file that can contain much of thedata and audio files for Switchvox. This file may be restored back into Switchvox atany time to return Switchvox to the same state it was in when the backup was created.Switchvox backups can be created on demand, or scheduled to happen on a regularbasis.Switchvox lets you set up an automated backup schedule with file transfer to theFTP server of your choice.Any time you are going to make changes to Switchvox, such as move the hardware orrestart the system, it is important to make a backup of the system and have it availableto restore the system if need be.IMPORTANT: The best practice for backups is to schedule a dailyautomatic backup that stores the backup file on an FTP server. Fordetails, see Creating Automatic Backups, page 12.Making a Backup onDemandSelect Server Maintenance Backups from the Web Admin Suite. Click Create Backup.This displays the Create Backups page. On the Create Backups page, click the check boxes next to any of the optionalcomponents that you want to include. The only thing that you cannot include in abackup is Call Recordings; those are backed up separately. For details, see Tools PBX Features Call Recording Settings in the online help in the SwitchvoxAdmin Tools Web Suite. Click Save Backup. This creates the backup and redisplays the main page.WARNING: The backup process may take several minutes dependingon the amount of content. Do not click any links or buttons during thebackup processing.After the backup is created, the Backups page is displayed with the new backup in theBackups table. Click Download to save the backup (which may include multiplefiles) on your hard drive. Be sure to put backup files in a location from which they canbe easily accessed to restore your system.Creating AutomaticBackupsSelect Server Maintenance Backups from the Web Admin Suite. Click Set Up Automatic Backups. This displays the Automatic Backups page. Set the day of the week and the time to run the backup process. It is a good idea toset this outside of your business hours. Set the number of backup files to keep. When this number is exceeded, the oldestbackup is deleted from the FTP host. Set the hostname of your FTP server, the username and password you use toaccess the server, and the path to the directory where you want to store the backupfiles. Click Test FTP Settings to be sure your backup files can be transferred.Switchvox Admin Basics12

Backups For each directory you want to include in the backup, made sure that directory isset to Yes. Click Save Settings. This saves the backup information and displays the mainBackups page.To disable automatic backups, clear all FTP information, then click Save Settings.Those changes are saved, and the main Backups page is displayed.Deleting a BackupFileTo delete a backup file from the list, click its Delete button. Click Yes, Delete Backup. That backup file is permanently deleted from the system and removed from thelist. The Backup page is displayed with a message indicating that the file has beendeleted.Switchvox Admin Basics13

3Phones and CallingManaging Phone ExtensionsUsing Digium PhonesContactsCall RoutingThis chapter describes the basics of managing extensions, using Digium phones, theContacts application, and call routing.Managing Phone ExtensionsExtensions are the numbers Switchvox uses to send a caller to various destinations.There are several different types of extensions, including extensions for phones,IVRs, call queues, etc.The Manage Extensions page (Setup Extensions Manage) shows the extensionscurrently in Switchvox and lets you create, modify, and delete extensions.Switchvox comes with some predefined extensions. We suggest you leave thoseextensions in place until you are sure you do not want to use them.Switchvox offers the following tools to manage your phone extensions: “Extension Groups” ( page 15)“Extension Templates” ( page 15)“Bulk Modify Extensions” ( page 15)“Extension Permissions” ( page 15)The combination of Extension Groups and Templates lets you set up everything theway you want and allows you to easily add new employees. This feature also lets yougroup extensions together for use in other Switchvox tools. An Extension Group cancontain any kind of extension, even other groups.You may want to match your Switchvox Extension Groups with your company'sfunctional groups. That's because it is likely people who have the same job functionsare going to need the same kinds of tools and permissions.Switchvox Admin Basics14

Managing Phone ExtensionsExtension GroupsExtension Groups allows you to define a group of characteristics that can be appliedto an extension. For example, if you have defined a group of characteristics for newhires, when you have a new hire, all you need to do is put his or her extension into thatgroup to ensure the extension has all the right features and functionality needed to dothe job.Other Extension Groups can be used for the following: Extension TemplatesCall Queue membersPermissions Holders (in Extension Permissions)Outgoing Caller ID rules for allowing extensions that can be dialed from an IVRSetting extensions to be automatically recordedExtension Templates contain almost all of the same settings as the Phone-type Extensions, except for the personal information of the extension owner. Templates evencontain the membership in Extension Groups, so using well-defined templates canmake it simple to set up new employees.If most of your phone-type extensions will be set up the same way, you can modifythe default template to suit your needs. If not, you can create multiple templates fordifferent types of employees.Each time you create a SIP, Virtual, or Analog extension, you choose an ExtensionTemplate. Then when the Create Extension page opens, all of the settings match thattemplate, and you don't have to do all of that work again.Extension settings can always be changed. If you have a special case, you can createthe extension with a template, then modify the extension to change one or two settings.For example, you might want all international-sales staff to have a similar setup: a SIPphone with outgoing international calling enabled, Switchvox Mobile enabled, andmembership in the Extension Group Intl-Sales (which happens to have membership inthe Intl-Sales Call Queue). You can use a template to create all of the internationalstaff extensions, which saves you time and ensures consistency.Bulk ModifyExtensionsBulk Modify allows you to modify settings for a set of extensions all at the same time: Go to Setup Extensions Manage and click Bulk-Modify Extensions. Add the extensions you want to modify to the Extensions collection box. Select the Phone Extension Field you want to modify, then select a settingwithin that type. Specify the value. Click Next. Review the Modifications you entered. You can edit them or delete them. If acceptable, click Save Modifications.ExtensionPermissionsSwitchvox Admin BasicsThe Extension Permission feature allows one extension to have access to anotherextension to do the following:15

Using Digium Phones View calls. This includes seeing the incoming caller ID for the target's call.Record calls. These recordings are kept in the recorder's mailbox.Monitor calls, including whisper and barge.Pick up ringing calls.Intercom to the target phones.Using Digium PhonesThe following sections describe the tools to help you manage your Digium Phonesand their extensions:Digium PhoneAssignmentsDigium Phone Assignments define how SIP extensions are associated with a DigiumPhone MAC address. To view a list of extensions and phones, both assigned and unassigned, go toSetup Digium PhonesYou can create assignments one at a time, or use the Quick-Create option to createmultiple assignments at the same time.Anywhere in the Digium Phone Assignments area with a Phone MAC Address field,you can use a barcode scanner to scan the barcode on the phone box and retrieve theMAC Address.To assign additional extensions to a MAC address (Lines 2-6), first assign Line 1 to aSwitchvox extension. Then, modify the assignment and add the additional lines. Lines2-6 can be Switchvox extensions, or external extensions.Phone AssignmentOptionsPhone Assignment Options control what password must be used to allow someonestanding at the phone to choose that phone's extension. Or, you can specify that for aspecific period of time, no password is required (called an Open Enrollment Period).Go toSetup Digium Phones Assignment OptionsIMPORTANT: If an assignment is server-based, someone at the phoneis never allowed to choose the phone's extension. When the phone isturned on or restarts, it automatically uses its server-based extensionassignment. Server-based assignment includes the Digium PhoneAssignment area, Bulk Import, or Extend API. If this is a problem,delete the Assignment, and reassign the phone.Phone SettingsThe settings on the Digium Phones tab of a phone extension, along with those on theCommon Settings tab, let you control almost everything about the Digium Phoneassigned to an extension. The settings here are also available in Extension Templatesand Bulk Modify.All of the settings on a Digium Phone, except volume, can be controlled by one of thetools in the Switchvox web suite. Depending on the permissions you offer each extension, some of the phone settings can also be controlled by the extension owner.Switchvox Admin Basics16

Using Digium PhonesPhone Settings forRemote UseA remote phone is any phone not connected to the Switchvox local area network(LAN). If you have employees using Digium phones not connected to the LAN, youneed to make sure Switchvox can communicate with these phones. The followingdescribes how to set up s these phones: Make sure Access Control contains a network location for the employee (this isthe phone’s external IP address), with the following services set to Yes: Digium Config Server User API SIP Make sure your router is forwarding the appropriate ports back to Switchvox. See“Port Forwarding for Remote Access” ( page 8). Make sure the Phone Assignment has the correct extension and MAC address. Make sure Phone Networks contains the network information for the phone. Thisis most likely covered by the All Networks settings, and should not requirechanges. Phone ToolsPlug the phone into your local network.Wait until the phone obtains its configuration from Switchvox.Make a test call to be sure the phone is configured correctly.Unplug the phone and send it to your employee.After the employee plugs the phone in and the idle screen displays the date andtime, the phone is ready to make calls.Restart. This is found under Settings Restart, or under Menu Advanced Restart.Restart uses the configuration information already available on the phone. The phoneasks you to confirm the restart.Reconfigure. This is found under Menu Advanced Reconfigure.Reconfigure begins the configuration process again, and reconfigures the phone. Thisprocess does not remove the current configuration until the new configuration isobtained.Reset to Factory Defaults. This is found under Settings Reset to FactoryDefaults, or under Menu Advanced Reset to Factory Defaults.Reset to Factory Defaults clears all configuration information in the phone and startsover.CAUTION: This tool removes all existing lines (SIP Accounts) and contacts aswell as configuration information.Select Network. This is found under Settings Select Network (option 6) or underMenu Preferences Select Network (option 4). This tools lets you select the specific Phone Network you want the phone to use to get on the network and find Switchvox.Switchvox Admin Basics17

ContactsTech Support. This is found under Settings Tech Support, or under Menu Admin Settings Tech Support.The Tech Support tool allows Digium to access your phone to help diagnose a problem via a VPN connection.IMPORTANT: Do not use this tools unless it is at the request of a DigiumTechnical Support representative.Network Utilities. This is found under Settings Tech Support Network Utilities, or under Menu Admin Settings System Tools Tech Support NetworkUtilities.These tools help you diagnose network issues: PingTests the reachability of a host on the Internet. TracerouteDisplays the route (path) and measures transit delays of packets across the network. NSlookupQueries the domain name system to obtain the domain name or IP address mapping or for any other specific DNS record. List mDNS ServicesLists the devices broadcasting mDNS that the phone can see on the network .ContactsThe Contacts page (Tools Extension Features Contacts) controls a set of contacts that are put on each Digium Phone and that Switchvox uses in various directoryareas.Users can also control the contacts on their Digium Phones with the Phonebook feature. This feature also controls the user's Rapid Dial Keys on the Digium Phone.Digium Phones support up to 1,000 contacts, including admin contacts and personalphonebook entries. By default, the Internal Directory is available on all of your Digium phones, and it includes all of the Switchvox extensions.Internal DirectoryGo to Tools Contacts: Internal Directory.The Contacts page gives you control over the Internal Directory on Digium phonesand in the Switchboard. The extensions in the Internal Directory are always includedin the Contacts app.NOTE: The Internal Directory is also available on Polycom phonesconfigured with a Phone Feature Pack, under the Switchvox Directoryapplication.Switchvox Admin Basics18

Call RoutingExternal ContactsGo to Tools Contacts: External Contacts.The Contacts page lets you put External Contacts in every Digium Phone's Contactsapp. External contacts can be useful for contacts on a peered Switchvox. The InternalDirectory section has an option to download the directory as an XML file. If youdownload that file, you can upload it to the peered Switchvox's External Contacts.This way, all of your employees can have the Internal Directory of both Switchvoxes.External Contacts forDigium PhonesTo add external Contacts (Contacts that aren't extensions on this Switchvox) to allDigium phones, you can upload a CSV or XML file. To see an example of the XMLused by Contacts, download the Internal Directory's XML file.CSV headers:first name, last name, organization, job title, location,email address, primary number, primary number label,secondary number, secondary number label, jabber id,subscription urlExample of the CSV record for one of your vendors:Jane,Doe,Bunches of all RoutingWith Switchvox you have total control over how to make calls via the Call Routingtools.Channel Groups

The combination of the Switchvox PBX and Digium IP Phones provides a complete, unified communications solution for small and mid-sized businesses. This unified communications system integrates all office communications, including phone, fax, chat, and web mashups. Th