IP Office 4.1
Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
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Contents
Telephone Features .................................... 5
Data Routing .............................................. 51
Advice of Charge (ISDN Only)..............................5
Overview of Data Routing .................................. 51
Malicious Call Tracing (MCID) .............................. 7
Network Address Translation (NAT)................... 52
Call Barring...........................................................8
Dynamic Host Configuration Protocol
Caller Display ....................................................... 9
(DHCP)............................................................... 52
Extended Length Name Display ...................... 9
Examples............................................................ 53
Call Intrusion.......................................................10
Simple ISDN Internet Connection.................. 53
Call Tagging ....................................................... 10
ISDN Link Between IP Offices ....................... 54
Private Calls ....................................................... 11
Using a Dedicated T1/PRI ISP Link............... 55
Call Pickup..........................................................12
Logical LAN Connection ................................ 58
Call Waiting ........................................................ 13
Direct Remote Access ................................... 59
User Call Waiting ........................................... 13
Example: Creating a VoIP Link via the
Hunt Group Call Waiting ................................ 13
WAN Port Using PPP .................................... 62
Parking Calls ...................................................... 14
Example: Creating a VoIP Link via the
Ring Back When Free ........................................ 15
WAN Port Using Frame Relay ....................... 63
Message Waiting Indication................................16
Voice over IP.............................................. 65
Ring Tones ......................................................... 17
Overview of VoIP................................................ 65
Analog Phone Ringing Patterns.....................17
VoIP Protocols.................................................... 66
Music on Hold (MOH) ......................................... 18
Performance....................................................... 66
System Date and Time ....................................... 20
Implementation................................................... 67
Manually Setting the System Time ................ 21
The 'No User' User ............................................. 23
Small Community Networking.................. 69
Forward and Transferring Calls .......................... 24
Small Community Networking ............................ 69
DND, Follow Me and Forwarding...................24
Supported SCN Network Layouts ...................... 70
Do Not Disturb (DND) .................................... 25
Supported SCN Features ................................... 71
Follow Me.......................................................27
Standard SCN Features ................................ 71
Forward Unconditional ................................... 29
Advanced SCN Networking Features ............ 72
Forward on Busy............................................31
Enabling Small Community Networking ............. 73
Forward on No Answer .................................. 33
Short Code Programming for Small
Determining a User's Busy Status ................. 35
Community Networks ......................................... 74
Chaining and Loops ....................................... 36
Appendix: Configuration Examples......... 75
Transferring Calls...........................................37
Transactional Pad .............................................. 75
Off-Switch Transfer Restrictions .................... 38
Connecting a Transactional Pad.................... 75
Centrex Transfer ............................................ 39
Configuration Parameters.............................. 75
Conferencing ...................................................... 41
Configuration Auto-Load................................ 76
Conferencing Overview..................................41
Tracing........................................................... 76
Default Conference Handling.........................42
Paging ................................................................ 77
Using Conference Meet Me ........................... 43
Paging from IP Office..................................... 77
Hot Desk Operation ............................................ 44
Universal Paging Access Module .................. 78
Hot Desking ................................................... 44
Paging via an Analog Extension Port
Remote Hot Desking......................................45
(POT Port) ..................................................... 79
Call Center Agents.........................................46
Paging via an Analog Trunk Port ................... 81
Hot Desking Examples...................................47
Making Page Calls......................................... 83
Automatic Log Off .......................................... 49
Dial By Name ..................................................... 86
Dial By Name................................................. 86
Using Dial Name............................................ 88
Index ........................................................... 88
Manager: 04. Telephony Features
Page iii
IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephone Features
Advice of Charge (ISDN Only)
IP Office 4.0 supports advice of charge (AOC) on outgoing calls to ISDN exchanges that provide AOC
information. It supports AOC during a call (AOC-D) and at the end of a call (AOC-E). This information is
included in the IP Office Delta Server 5.2.5 and higher output.
AOC is only supported on outgoing ISDN exchange calls. It is not supported on incoming calls, reverse
charge calls, QSIG and non-ISDN calls. Provision of AOC signalling will need to be requested from the
ISDN service provider and a charge may be made for this service.
For users, display of AOC information is only supported on T3 phones, T3 IP phones and Phone
Manager.
·
The user who makes an outgoing call is assigned its charges whilst they are connected to the
call, have the call on hold or have the call parked.
·
If AOC-D is not available, then all indicated by AOC-E are assigned to the user who dialed the
call.
·
If AOC-D is available:
·
If the call is transferred (using transfer, unpark or any other method) to another user, any
call charges from the time of transfer are assigned to the new user.
·
If the call is manually transferred off-switch, the call charges remain assigned to the user
who transferred the call.
·
If the call is automatically forwarded off switch, subsequent call charges are assigned to
the forwarding user.
·
AOC-D information will only be shown whilst the call is connected. It will not be shown
when a call is parked or held.
·
Call charges are updated every 5 seconds.
·
For conference calls all call charges for any outgoing calls that are included in the conference are
assigned to the user who setup the conference, even if that user has subsequently left the
conference.
Enabling AOC Operation
1. Set the System Currency
The Default Currency setting on the System | Telephony tab is by default set to match the
system locale. Note that changing the currency clears all call costs stored by the IP Office except
those already logged through Delta Server.
2. Set the Call Cost per Charge Unit for the Line
AOC is indicated by the ISDN exchange in charge units rather than actual cost. The cost per unit
is determined by the IP Office using the Call Cost per Charge Unit setting which needs to be set
for each line. The values are 1/10,000th of a currency unit. For example if the call cost per unit is
£1.07, a value of 10700 should be set on the line.
3. Enable User AOC Display
By default users do not see call charges. The setting Display Charges on the User | T3 Options
tab is used to switch this option on or off. Note that the display of AOC information is only
supported on T3 phones.
4. Applying a Call Cost Markup
It may be a requirement that the call cost per unit applied to a user calls has a mark-up
(multiplier) applied to it. This can be done using the Call Cost Markup setting on the User |
Telephony tab. The field is in units of 1/100th, for example an entry of 100 is a markup factor of
1.
Manager: 04. Telephony Features
Page 5
IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
AOC Short Codes
A number of short code features exist that can be used with AOC. These features can only be used with
T3 terminals.
·
AOC Previous Call
Displays the call costs of the user's previous call if AOC information was provided with that call.
·
AOC Total
Display the cumulative total cost of the user's calls for which AOC information is available.
·
AOC Reset Total
Set the cumulative total (units and cost) for the user's calls back to zero.
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Malicious Call Tracing (MCID)
MCID (Malicious Caller ID) is an ISDN feature. It is supported by IP Office 4.0+ on BRI and PRI trunks to
ISDN service provider who provide MCID.
When used it instructs the ISDN exchange to perform a call trace on the users current or last call and to
keep a record of the call trace for the legal authorities. Trace information is not displayed by or provided
to the IP Office and IP Office phones.
The use of MCID is subject to local and national legal requirements that will vary. The feature may also
not be enabled until specifically requested from the service provider. You should consult with your ISDN
service provider and with appropriate legal authorities before attempting to use MCID.
Successful use of this feature is indicated by a tone on the phone and a "User Registered" message on
T3 phones.
Activating MCID
1. Liaise with the ISDN Service Provider
MCID should not be used with first confirming its usage with the ISDN service provider.
2. Enabling MCID Call Tracing on a Line
BRI and PRI lines include a Support Call Tracing Option. which by default is off.
3. Enabling MCID Call Tracing for a User
First the user must be allowed to use call tracing. Each user has a Can Trace Calls option on
their User | Telephony tab. This option is off by default.
4. Providing an Active MCID Control
The user needs to be provides with a mechanism to trigger the MCID call trace at the exchange.
This can be done using either a short code or a programmable button.
·
MCID Activate Button
The action MCID Activate (Advanced | Miscellaneous | MCID Activate) can be
assigned to a programmable buttons. It allows a malicious call trace to be triggered during
a call.
·
MCID Activate Short Codes
The feature MCID Activate can be used to create a short code to triggering a malicious
call trace.
Manager: 04. Telephony Features
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IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
Call Barring
Call barring can be applied in a range of ways.
·
Barring a User From Making Any External Calls
For each user, Outgoing Call Bar can be selected (User | Telephony) to stop that user from
making any outgoing calls.
·
Barring Particular Numbers/Number Types
IP Office short codes are used to match user dialing and then perform a specified action.
Typically the action would be to dial the number to an external line. However, short codes that
match the dialing of particular numbers or types of numbers can be added and set to another
function such as Busy. Those short codes can be added to a particular user, to a User Rights
associated with several users or to the system short codes used by all users.
·
The IP Office allows short codes to be set at user, user rights, system and least cost
route. These have a hierarchy of operation which can be used to achieve various results.
For example a system short code for a particular number can be set to busy to bar dialing
of that number. For a specific user, a user short code match to the same number but set
to Dial will allow that user to override the system short code barring.
·
Using Account Codes
The IP Office configuration can include a list of account codes. These can be used to restrict
external dialing only to users who have entered a valid account code.
·
Forcing Account Code Entry for a User
A user can be required to enter an account code before the system will return dialing
tone. The account code that they enter must match a valid account code stored in the IP
Office configuration. The setting for this is Forced Account Code (User | Telephony |
Forced Account Code).
·
Forcing Account Code Entry for Particular Numbers
Each IP Office short code has a Force Account Code option. Again the account code
entered must match a valid account code stored in the IP Office configuration. for the call
to continue.
·
Barring External Transfers and Forwards
A user cannot forward or transfer calls to a number which they cannot normally dial. In addition
there are controls which restrict the forwarding or transferring of external calls back off-switch.
See Off-Switch Transfer Restrictions.
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Caller Display
Caller display displays details about the caller and the number that they called. On internal calls the IP
Office provides this information. On external calls it uses the Incoming Caller Line Identification (ICLID)
received with the call. The number is also passed to IP Office applications and can be used for features
such as call logging, missed calls and to make return calls.
Analog extension can be configured for caller display via the IP Office configuration (Extension | Extn |
Caller Display Type).
·
Adding the Dialing Prefix
Some IP Office systems are configured to require a dialing prefix in front of external numbers
when making outgoing calls. When this is the case, the same prefix must be added to the ICLID
received to ensure that it can be used for return calls. The prefix to add is specified through the
Prefix field of each line.
·
Directory Name Matching
The IP Office configuration contains a directory of names and numbers. If the ICLID of an
incoming call matches a number in the directory, the directory name is associated with that call
and displayed on suitable receiving phones.
·
The IP Office SoftConsole and Phone Manager applications also have directories that can
be used for name matching. If a match occurs, it overrides the system directory name
match for the name shown by that application.
·
Note: Caller ID can not be forwarded
If an extension is forwarded or transferred to another extension, the Caller ID of the forwarding
extension is received, not the Caller ID of the original call.
Extended Length Name Display
In some locales, it may be desirable to change the way names are displayed on phones in order to
maximize the space available for the called or calling name. There are two hidden controls which can be
used to alter the way the IP Office displays calling and called information.
These controls are activated by entering special strings on the Source Numbers tab of the NoUser
user. These strings are:
·
LONGER_NAMES
This setting has the following effects:
·
On DS phones, the call status display is moved to allow the called/calling name to occupy
the complete upper line and if necessary wrap-over to the second line.
·
For all phone types:
·
On incoming calls, only the calling name is displayed. This applies even to calls
forwarded from another user.
·
On outgoing calls, only the called name is displayed.
·
HIDE_CALL_STATE
This settings hides the display of the call state, for example CONN when a call is connected. This
option is typically used in conjunction with LONGER_NAMES above to provide additional space
for name display.
Manager: 04. Telephony Features
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IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
Call Intrusion
Call intrusion allows a user to join another users existing conversation. Once the intrusion has occurred,
all parties can hear and talk to each other. Note that intruding uses IP Office conference resources.
The ability to intrude is controlled by two IP Office configuration settings, the Can Intrude setting of the
person intruding (User | Telephony | Can Intrude) and the Cannot Be Intruded setting of any other
users in the call (User | Telephony | Cannot Be Intruded). By default no users can intrude and all users
cannot be intruded.
·
Bridging
Users with call appearance buttons may be able to bridge into other calls. This is similar to
intrusion but subject to different operation. Refer to the IP Office Key & Lamp Operation Manual.
·
Privacy
IP Office 4.0+ provides privacy features that allow users to indicate that a call cannot be intruded
on. See Private Calls.
Below is an example of a short code, which can be used to attempt call intrusion. Using it the intruder
would dial *90*N#, replacing the N with the extension number of the user into whose call they need to
intrude.
·
Short Code: *90*N#
·
Telephone No: N
·
Feature: CallIntrude
The Dial Inclusion short code feature can be used instead of Call Intrude. It allows the intruder and the
intrusion target to talk without the third party hearing them. During this type of intrusion, all parties hear a
repeated intrusion tone. When the intruder hangs-up the original call parties are reconnected.
Call Tagging
Call tagging associates a text string with a call. That string remains with the call during transfers and
forwards including across a Small Community Network (SCN).
On Avaya display phones, the text is shown whilst a call is alerting and is then replace by the calling
name and number when the call is connected. On analogue phones with a caller ID display, the tag text
replace the normal caller information.
IP Office applications such as Phone Manager and SoftConsole display any call tag associated with a
call. If the call is parked, the tag is shown on the call park slot button used.
A call tag can be added when making a call using Phone Manager or SoftConsole. A tag can also be
added to a call by an Voicemail Pro Assisted Transfer action.
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Private Calls
IP Office 4.0 and higher provides features that allow users to make calls are being private. Private calls
cannot be recorded, bridged into, intruded on or silently monitored. Use of private calls can be changed
during a call. Enabling privacy during a call will stop any current recording, intrusion or monitoring.
Privacy only applies to the speech part of the call. Call details are still recorded in the IP Office Delta
Server SMDR output and other IP Office call status displays.
Note that use of private calls is separate from the user's intrusion settings. If a user is set to Cannot be
Intruded, switching private calls off does not affect that status. To allow private calls to be used to fully
control the user status, Cannot be Intruded should be disabled for that user.
·
Button Programming
The button programming action Advanced | Call | Private Call can be used to switch privacy
on/off. Unlike the short code features it can be used during a call to apply or remove privacy from
current calls rather than just subsequent calls. On suitable phones the button indicates the
current status of the setting.
·
Short Codes
A number of short code features are available for privacy.
·
Private Call
Short codes using this feature toggle private status on/off for the user's subsequent calls.
·
Private Call On
Short codes using this feature enable privacy for all the user's subsequent calls until
privacy is turn off.
·
Private Call Off
Short codes using this feature switch off the user's privacy if on.
Manager: 04. Telephony Features
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IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
Call Pickup
Call pickup allows a user to answer a call ringing at another phone.
The following default short codes can be used:
·
*30 - Call Pickup Any
Answers the longest ringing call on the IP Office system. On large IP Office systems it is
recommended that this short code is removed as it becomes difficult for users to predict which
call they are answering.
·
*31 - Call Pickup Group
Pickup the longest ringing call to the hunt groups of which the user is a member.
·
*32*N# - Call Pickup Extn
Pick up the call ringing at a specific extension. When dial, N is replaced by the extension number.
·
*53*N# - Call Pickup Members
Pick up any call ringing on another extension that is a member of the Hunt group specified. The
call picked up does not have to be a hunt group call. When dial, N is replaced by the hunt group
extension number.
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Call Waiting
Call waiting allows a user who is already on a call to be made aware of a second call waiting to be
answered.
User Call Waiting
Call waiting is primarily a feature for analog extension users. The user hears a call waiting tone and
depending on the phone type, information about the new caller may be displayed. The call waiting tone
varies according to locale.
For Avaya digit phone with multiple call appearance buttons, call waiting settings are ignored as
additional calls are indicated on any free call appearance button.
To answer a call waiting, either end the current call or put the current call on hold, and then answer the
new call. Hold can then be used to move between the calls.
Call waiting for a user can be enabled through the IP Office configuration (User | Telephony | Call
Waiting On), through the Phone Manager application and through programmable phone buttons.
Call waiting can also be controlled using short codes. The following default short codes are available
when using Call Waiting.
·
*15 - Call Waiting On
Enables call waiting for the user.
·
*16 - Call Waiting Off
Disables call waiting for the user.
·
*26 - Clear Call and Answer Call Waiting
Clear the current call and pick up the waiting call.
Hunt Group Call Waiting
Call waiting can also be provided for hunt group calls (Hunt Group | Hunt Group | Call Waiting On).
The hunt group type must be Collective.
On pre-IP Office 4.0 systems, all the group members must have their own call waiting setting switched
on, this no longer applies for IP Office 4.0+.
On phones with call appearance buttons, the call waiting indication takes the form of an alert on the next
available call appearance button. On other phones, call waiting indication is given by a tone in the
speech path (the tone is locale specific).
·
For pre-IP Office 4.0, all the users in the group must also have their own Call Waiting setting set
to On.
·
For IP Office 4.0+, the user's own Call Waiting setting is overridden when they are using a
phone with call appearances. Otherwise the user's own Call Waiting setting is used in
conjunction with the hunt group setting.
Manager: 04. Telephony Features
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IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
Parking Calls
Parking a call is an alternative to holding a call. A call parked on the IP Office system can be retrieved by
any other user if they know the system park slot number used to park the call. When the call is retrieved,
the action is known as Unpark Call or Ride Call. While parked, the caller hears music on hold if
available.
Each parked call requires a park slot number. Attempting to park a call into a park slot that is already
occupied causes an intercept tone to be played. Most park functions can be used either with or without a
specified park slot number. When parking a call without specifying the park slot number, the system
automatically assigns a number based on the extension number of the person parking the call plus an
extra digit 0 to 9. For example if 220 parks a call, it is assigned the park slot number 2200, if they park
another call while the first is still parked, the next parked call is given the park slot number 2201 and so
on.
The Park Timeout setting in the IP Office configuration (System | Telephony | Park Timeout) controls
how long a call can be left parked before it recalls to the user that parked it. The default time out is 5
minutes. Note that the recall only occurs if the user is idle has no other connected call.
There are several different methods by which calls can be parked and unparked. These are:
Using Short Codes
The short code features, ParkCall and UnparkCall, can be used to create short codes to park and
unpark calls respectively. The default short codes that use these features are:
·
*37*N# - Parks a call in park slot number N.
·
*38*N# - Unparks the call in park slot number N.
Using the Phone Manager and SoftConsole Applications
The Phone Manager and SoftConsole applications all support park buttons. Phone Manager provides 4
park slot buttons, numbered 1 to 4. SoftConsole provides 16 park slot buttons numbered 1 to 16 by
default. In both cases the park slot number for each button can be changed if required. Clicking on the
buttons allows the user to park or unpark calls in the park slot associated with each button.
In addition, when a call is parked in one of those slots by another user, the application user can see
details of the call and can unpark it at their extension.
Using Programmable Buttons
The Call Park feature can be used to park and unpark calls. If configured with a specified park slot
number, the button can be used to park a call in that slot, unpark a call from that slot and will indicate
when another user has parked a call in that slot. If configured without a number, it can be used to park
up to 10 calls and to unpark any of those calls.
Phone Defaults
Some telephones support facilities to park and unpark calls through their display menu options (refer to
the appropriate telephone user guide). In this case parked calls are automatically put into park slots
matching the extension number.
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Ring Back When Free
Also called 'callback' and 'automatic callback'. If the user called is busy and you want to be informed
when they become free, you can dial any digit while listening to the busy tone and then hang up. This
sets a Ring Back When Free. When the busy extension becomes free, the system will ring your
telephone when also idle and, when answered, call the original target extension.
Note
·
If the extension called has multiple call appearance buttons, you will not receive busy until all its
call appearance buttons are in use.
·
You must be idle (have no call connected or held) to receive the ringback.
This feature can also be set via the followings methods. These options also allow a ringback to be set
when the target just rings, often known as a ringback when next used.
·
Using a button programmed to the Ring Back When Free function
If the button has status indication, it will show that a ring back has been set. The button can also
be pressed again to cancel the ringback.
·
Use a short code set to the Ring Back When Free function
A short code set to this function can be used to set a ringback on any extension without having to
actually make a call.
·
IP Office Phone Manager
This application provides the user with a button to set a ringback.
·
Analog Phones
Analog phone users can set a ringback when free by pressing any DTMF key before hanging up
when they hear busy tone.
Manager: 04. Telephony Features
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IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
Message Waiting Indication
Message waiting indication (MWI) or a message lamp is supported for a wide variety of phones. It is
used to provide the user with indication of when their voicemail mailbox contains new messages. It can
also be configured to provide them with indication when selected hunt group mailboxes contain new
messages.
Avaya digital and IP phones all have in-built message waiting lamps. Also for all phone users, the IP
Office Phone Manager application provides message waiting indication.
Analog Phone Message Waiting Indication
For analog phones, IP Office 3.1 provides support for a variety of analog message waiting indication
(MWI) methods. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The 101V method is
only supported when using a Phone V2 expansion module.
81V is typically used in European countries. 51V Stepped is used in most other countries. However the
actual method used for a particular model of analog phone should be confirmed with the phone
manufacturer's documentation.
The method used for an individual analog extension is set for the Extn | Extn | Message Waiting Lamp
Indication Type field. This field also provides options for None (no MWI operation) and On. On selects a
default message waiting indication method based on the system locale.
'On'
Locale
Method
Belgium, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Italy,
81V
Netherlands, Norway, Poland, Portugal, Russia, Saudi Arabia, Sweden, Switzerland,
United Kingdom.
Argentina, Australia, Brazil, Canada, Chile, China, Columbia, Japan, Korea, Mexico, New
51V
Zealand, Peru, South Africa, Spain, United States.
Stepped
·
For the United Kingdom system locale (eng), the default Caller Display Type (UK) allows
updates of an analog phone's ICLID display whilst the phone is idle. The IP Office uses this
facilities to display the number of new messages and total number of messages in the users own
mailbox. This feature is not supported with other Caller Display Types.
Hunt Group Message Waiting Indication
By default no message waiting indication is provided for hunt group voicemail mailboxes. Message
waiting indication can be configured by adding an H entry followed by the hunt groups name to the
Source Numbers tab of the user requiring message waiting indication for that hunt group. For example,
for the hunt group Sales, add HSales. Hunt group message waiting indication does not require the user
to be a member of the hunt group
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Ring Tones
Ring tones can be defined in the following terms:
·
Distinctive Ringing - Inside, Outside and Ringback
A distinctive ring tone can be given for each of the different call types: an internal call, an external
call and a ringback calls (voicemail calls, ringback when free calls, calls returning from park, hold
or transfer).
·
The distinctive ringing patterns used for all non-analog phones are fixed as follows:
·
Internal Call: Repeated single-ring.
·
External Call: Repeated double-ring.
·
Ringback Call: Repeated single-ring followed by two short rings.
·
For analog extensions, the ringing pattern used for each call type can be set through the
IP Office configuration in Manager. This is done using the settings on System |
Telephony and or User | Telephony tabs.
·
For non-analog extension the ringing pattern used for each call type by the IP Office is not
configurable.
·
Personalized Ringing
This term refers to control of the ringing sound through the individual phones. For non-analog
phones, while the distinctive ringing patterns cannot be changed, the ringer sound and tone may
be personalized depending on the phone's own options. Refer to the appropriate IP Office
telephone user guide.
Analog Phone Ringing Patterns
For analog phone users, the distinctive ringing pattern used for each call type can be adjusted. From the
System | Telephony tab, the default ring tone for each call type can be configured. The setting for an
individual user associated with the analog extension can be altered from the system default through the
User | Telephony tab.
Note that changing the pattern for users associated with fax and modem device extensions may cause
those devices to not recognize and answer calls.
The selectable ringing patterns are:
·
RingNormal
This pattern varies to match the Locale set in the System | System tab. This is the default for
external calls.
·
RingType1: 1s ring, 2s off, etc. This is the default for internal calls.
·
RingType2: 0.25s ring, 0.25s off, 0.25s ring, 0.25s off, 0.25s ring, 1.75s off, etc. This is the
default for ringback calls.
·
RingType3: 0.4s ring, 0.8s off, ...
·
RingType4: 2s ring, 4s off, ...
·
RingType5: 2s ring, 2s off, ...
·
RingType6: 0.945s ring, 4.5s off, ...
·
RingType7: 0.25s ring, 0.24 off, 0.25 ring, 2.25 off, ...
·
RingType8: 1s ring, 3s off, ...
·
RingType9: 1s ring, 4s off, ...
·
RingType0: Same as RingNormal for the United Kingdom locale.
·
Default Ring: Shown on the User | Telephony tab. Indicates follow the settings on the System |
Telephony tab.
Manager: 04. Telephony Features
Page 17
IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
Music on Hold (MOH)
The IP Office can provide music on hold (MOH) in from either an internally stored file or from an
externally connected audio input.
·
Legal Requirements
You must ensure that any MOH source you use complies with copyright, performing rights and
other local and national legal requirements.
·
Internal Music on Hold File
The IP Office can use an internal music on hold file that it stores in its non permanent memory. If
the IP Office loses power or is restarted, the file is loaded as follows:
·
Following a reboot, the IP Office will try using TFTP to download a file called
holdmusic.wav. The file properties should be: PCM, 8kHz 16-bit, mono, maximum length
30 seconds.
·
The initial source for download is the system's configured TFTP server (System | System
| TFTP Server IP Address). The default for this is a broadcast to the local subnet for any
PC running a TFTP server.
·
Manager acts as a TFTP server while it is running. If Manager is used as the TFTP server
then the holdmusic.wav file should be placed in the Manager applications working
directory.
·
If no successful TFTP download occurs, the IP Office will automatically look for a
holdmusic.wav file on the control unit's compact flash memory card if present and will
download that file. (Small Office Edition, IP406 V2 and IP500 control units with IP Office
3.1 or higher)
·
If IP Office has not loaded a hold music file it will retry loading a hold music file
approximately every five minutes.
·
If an internal music on hold file is downloaded, the IP Office will automatically write a copy
of that file to its compact flash memory card if present. This will overwrite any existing
music on hold file stored on that card. (Small Office Edition, IP406 V2 and IP500 control
units with IP Office 3.1 or higher)
·
If an internal music on hold file is downloaded, that file is used and overrides any external
music on hold source if also connected.
·
All the above operation can be cancelled by selecting Use External Music on Hold
(System | Telephony) and restarting the IP Office.
·
External MOH:
An external music source can be connected to the IP Office control unit. Connect a line out audio
source to the 3.5mm port marked AUDIO on the back of the control unit.
·
If the control unit downloads an internal holdmusic.wav file, the external audio port is
ignored.
·
The IP Office can be forced to use the external port and not download an internal music
on hold file by selecting Use External Music on Hold (System | Telephony) and
restarting the IP Office.
·
Default Music on Hold Tones
On these systems; if no external source is connected, no internal music on hold file is available
and Use External Music on Hold is not selected; then the system will use a default tone for
music on hold. The tone used is double beep tone (425Hz repeated (0.2/0.2/0.2/3.4) seconds
on/off cadence). On IP Office 3.0(50) and higher this option is only supported for the Italian
locale. On IP Office 4.0 and higher this option is supported in all locales.
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Checking Music on Hold
The IP Office has a default system short code that allows you to listen to a system's current music on
hold.
1. At an idle extension, dial *34.
2. You will hear the system's music on hold.
Manager: 04. Telephony Features
Page 19
IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
System Date and Time
The IP Office control unit contains a battery backed clock which is used to maintain system time during
normal operation and when mains power is removed. The time is normally obtained using Time protocol
(RFC868) requests. Note that this is different from Network Time Protocol (NTP).
Following a reboot the IP Office control unit sends out a time request on its LAN interfaces. It first makes
the request to the Voicemail Server IP address in its configuration and, if it receives no reply, it then
makes a broadcast request.
The Voicemail Lite Server, Voicemail Pro Server/Service and the Manager program can all act as Time
servers, giving the time as set on their host PC. If you are running Manager when the Voicemail Server
starts, then Voicemail does not start as a time server. It is therefore recommended that you have no
copy of Manager running when you start or restart the Voicemail Server.
A specific address for the time server that should be used can be set in the IP Office configuration
(System | System | Time Server IP Address). Setting this address to 0.0.0.1 also disables the IP
Office's time update requests.
When using a time server located in a different time zone from the IP Office, there are two mechanisms
for applying an offset to the time. If Manager is acting as the time server, the time offset for each can be
specified through the BOOTP entry for the system. Alternatively, the offset can specified in the IP Office
configuration (System | System | Time Offset).
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
Manually Setting the System Time
For IP Office systems without access to a time server, a number of methods to manually set the system
time exist. These are available in the IP Office 4.0 Q2 2007 maintenance release and higher.
The following methods are only supported on these phones: 2410, 2420, 4412, 4424, 4612, 4624, 4610,
4620, 4621, 5410, 5420, 5610, 5620, 5621, 6412, 6424. They are not supported on any analog, T3, T3
IP or wireless (IP DECT or 3600 Series) phones.
·
Note: If the IP Office system that is still configured for automatic time updates (on by default), any
manually set time and date will be overridden on the next automatic update. The use of automatic
updates can be disabled by setting the System | System | Time Server IP Address to 0.0.0.1.
Using a Programmable Button
The following method uses a programmable button. It is support on IP Office 4.1+.
Enabling a User Button for Time and Date
1. Select the user who can adjust the system time and date.
·
If necessary create a new user who can be used to log on and set the time and
date before logging off.
2. On the User | Telephony tab, ensure that the option System Phone is selected.
3. On the User | Button Programming tab select and double-click on an available button.
4. Select Emulation > Self-Administer as the action.
5. In the Action Data field enter either 2 or 2A. Use 2A for a button that will request the
users Login Code if they have one set.
6. Enter an appropriate label for the button.
7. Adding another button set to the Emulation > Time of Day action is recommended as
this will allow the user to view and confirm the systems current time.
8. Send the updated configuration to the IP Office.
Using the Programmable Button
1. When the user presses the programmed button, the options Date and Time are
displayed.
2. To set the date press Date.
1. The current system date is displayed.
2. Enter the new date, using two digits for day and month. Use the * or # keys to
insert the / separators. The format for date enter matches the locale of the IP
Office system.
3. During entry the key labeled <<< can be used to backspace.
4. When the full date has been entered as required, press Next.
5. Press Done.
6. The phone will return to idle.
3. To set the time press Time.
1. The current system time is displayed.
2. Enter the new time using 24-hour clock format. Use the * or # keys to insert the :
separator.
3. When the full time has been entered as required, press Done.
4. The phone will return to idle.
Manager: 04. Telephony Features
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IP Office 4.1
39DHB0002UKAD Issue 20h (30th October 2007)
Telephony Features
Using the *9000* Maintenance Short Code
This method uses the default short code provided for toggling the modem enabled state of the first
analog trunk in a system. Note that this method will switch off the maintenance mode if currently
enabled. This method is supported on IP Office 4.0 Q2 2007 Maintenance release and higher.
Enabling use of the Maintenance Short Code
1. Select the user who can adjust the system time and date.
·
If necessary create a new user who can be used to log on and set the time and
date before logging off.
2. On the User | Telephony tab, ensure that the option System Phone is selected.
3. Send the updated configuration to the IP Office.
Using the Maintenance Short Code
1. Dial the short code *9000* and wait for the confirmation beeps.
2. Press Hold.
·
If the user has a Login Code it will be requested. Enter the code.
3. The options Date and Time are displayed.
4. To set the date press Date.
1. The current system date is displayed.
2. Enter the new date, using two digits for day and month. Use the * or # keys to
insert the / separators. The format for date enter matches the locale of the IP
Office system.
3. During entry the key labeled <<< can be used to backspace.
4. When the full date has been entered as required, press Next.
5. Press Done.
6. The phone will return to idle.
2. To set the time press Time.
1. The current system time is displayed.
2. Enter the new time using 24-hour clock format. Use the * or # keys to insert the :
separator.
3. When the full time has been entered as required, press Done.
4. The phone will return to idle.
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Manager: 04. Telephony Features
39DHB0002UKAD Issue 20h (30th October 2007)
IP Office 4.1
Telephone Features
The 'No User' User
It is possible to have an extension which has no default associated user. This can occur for a number of
reasons:
·
The extension has no Base Extension setting associating it with a user who has the same setting
as their Extension to indicate that they are the extension's default associated user.
·
The extension's default associated user has logged on at another extension. Typically they will be
automatically logged back on at their normal extension when they log off the other phone.
·
The extension's default associated user cannot be automatically logged on as they are set to
Forced Login.
Phones with no current user logged in are associated with the setting of the NoUser user in the IP Office
configuration. This user cannot be deleted and their Name and Extension setting cannot be edited.
However their other settings can be edited to configure what functions are available at extensions with
no currently associated user.
By default the NoUser user has Outgoing Call Bar enabled so that the extension cannot be used for
external calls. For IP Office 4.0+ the users first programmable button is set to the Login action.
NoUser Source Numbers
The SourceNumbers tab of the NoUser user is used to configure a number of special options. These
are then applied to a
