PBXtra Installation Guide
From Fonality Help
Welcome to Fonality‟s PBXtra Installation Guide. The following pages will guide you through the initial installation process for your PBXtra server and phones. Please review this entire document carefully before proceeding with your installation, including all related articles mentioned throughout that may pertain to your particular network setup.
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Prerequisites for Getting Started
Before starting your installation, please schedule a Post Installation Appointment with a con-firmed date and time. This will allow Fonality to dedicate an engineering resource to assist you with setup and configuration and answer any additional questions you may have after you have completed this installation process. If you have not received an email from the Fonality Installation Team, follow the steps outlined in Section 6 to contact us so we can arrange an appointment before you proceed with the installation.
For your PBXtra to function properly, you must perform each item in this guide correctly and in the proper order. Following the order is vital in order to complete all steps properly. Once you complete this guide your PBXtra will be running and functional. You will be able to make and receive calls, use HUD, and perform moves, adds, and changes using the PBXtra Admin Web Interface. Review the following list of requirements and preliminary procedures.
Required Tools
In order to perform a complete PBXtra installation you will need the following tools.
- PS/2 or USB Keyboard
- VGA Monitor
- Screwdriver
- Computer with web browser and internet access
Internet Connection Required
You must ensure that you have constant internet connectivity at the location where the PBXtra server will reside. Even if you are not using VoIP, your PBXtra server will still need to receive moves, adds, and changes (MACs) from the Fonality Data Center. Please note that if you lose internet connectivity for some reason, your PBXtra server will still function normally, but you will not be able to use the PBXtra Admin Panel to make configuration changes until connectivity is restored.
Warnings about Firewalls
Special precautions must be taken when setting up your PBXtra server in regards to fire-walls. If you plan on using remote phones or a 3rd party VoIP connection, you will need to take special care in setting up your networking equipment. Many popular firewalls and routers prove to be incompatible or unreliable with remote phones and 3rd party VoIP connections.
Due to potential issues regarding VoIP (SIP) compliance, Fonality recommends that you AVOID using the following firewall devices:
-Microsoft ISA Router / Firewall -Linksys / Cisco WRT54G series routers -Netgear FVX538
Fonality Customers have had success with the following firewall devices:
-Edgewater Networks EdgeMarc 4500 series -InGate Firewall (All Models) -Fortinet Fortigate 50 (remote telecommuter) -Fortinet Fortigate 60 (main office) -Cisco router with QoS capability (2600 series, etc.) -Linksys BEFSR81 (remote telecommuter)
Please note that none of the above devices are supported directly by Fonality. Your Fire-wall vendor or networking specialist can assist you with firewall and network configuration.
Preparing for Your Installation
Avoid Unexpected IP Address Changes
You should configure your PBXtra server with a static IP address. If your network employs DHCP, be sure to use DHCP reservation for your PBXtra server in order to avoid unexpected IP address changes.
CAUTION: Failure to use a DHCP reservation or a static IP address for your PBXtra server can result in the IP address of the server changing unexpectedly, and can interrupt the connectivity between the server and your IP phones. You will be unable to make or receive calls during this time.
Testing of Network Wiring and Equipment Is Required
All network equipment and LAN network cables used in the installation of PBXtra should be tested and certified in advance. If possible, use the new cables supplied with your PBXtra server and IP phones. If additional wiring is required, please be certain that it has been tested and certified as functional before attempting the PBXtra installation.
Unpacking Your Server
Your PBXtra server comes with a packet of documents. Please reference the credentials document included in this package to obtain your PBXtra administrative login credentials for the PBXtra Admin Panel. Be sure to keep this information in a safe place for future reference. You will be using these credentials throughout the installation.
If you ordered an analog card with your PBXtra, purple phone cables are included with the card. These cables are required for installation and are specific to your PBXtra analog card. Do not discard them.
Hinge Open Server and Perform Visual Inspection
Take a moment to open the system case and look at the components inside. Be sure that all of the PCI cards and memory are properly seated and are securely fastened. These can sometimes shake loose during shipping. When you are finished, close the system and proceed with system installation. Figure 2.4.1 illustrates the location of PCI slots.
Installation
Proper Network Placement
Installing your PBXtra server in the appropriate location on your network will ensure optimum system performance. The PBXtra server should be placed on the same LAN segment where your IP phones will reside (excluding remote workers) as described in Figure 3.1.
Use a Static IP Address if Possible
A static IP address should be manually assigned to the server to avoid unexpected IP ad-dress changes, which may result in a loss of connectivity. You should avoid DHCP if possible.
FIGURE 3.1: Two examples of proper (top), and improper (bottom) placements of a PBXtra server on an example network
Set the Static IP Address on the PBXtra Server
Identify an available IP Address
To set a static IP address manually, first identify an IP address on your network that is outside the range of IP addresses assigned by your DHCP server.
Get Additional Information for this Address
Once the IP address has been identified, confirm that you have identified all the required network information listed below:
Subnet Mask—The subnet mask defines the network and host portions of your IP ad-dress. For example, the default Class C subnet mask is 255.255.255.0.
Default Gateway—The default gateway allows communication to travel from one network or subnet to another. A default gateway is usually the IP Address of a router or firewall.
Network Address—A network address defines the IP address of your entire network. It is usually the first IP address on a given network or subnet. 192.168.1.0 is an example of a typical Class C network address.
Broadcast Address—A broadcast address is the IP address used to broadcast a message to every host on a given network. It is usually the last IP address on any given
DNS Server—This server resolves fully-qualified domain names to IP addresses. Local DNS Servers are the best option. Public DNS servers reside on the internet. One example for the public IP address of a DNS Server is 4.2.2.1.
IP Address 192.168.1.190 Subnet Mask 255.255.255.0 Default Gateway 192.168.1.1 Network Address 192.168.1.0 Broadcast Address 192.168.1.255
Using a DHCP Reservation Versus a Static IP
If static IP address assignment is not an option on your network, be sure to assign a DHCP reservation for your PBXtra server on your DHCP server. By doing this, you will ensure that the IP address of your PBXtra server will not change.
Temporarily connect a keyboard and monitor to your PBXtra server and log in at the “login:” prompt using these case-sensitive credentials. Note that your password is not displayed on your monitor.
Username: ip Password: ip
Use the IP Address Wizard
Select the “Set IP Address…” option from the menu. The wizard will display on the text screen. Follow its instructions to set the IP address of the PBXtra using the information you gathered in section 3.2.2.
Figures 3.4.1 and 3.4.2 give examples of setting the network configuration on a PBXtra server.
NOTICE: By default, your PBXtra server will come configured via DHCP. You must change this configuration and assign your networking information statically.
FIGURE 3.4.1: This is the main network configuration screen on your PBX Server. Notice the default DHCP setting.
FIGURE 3.4.2: PBXtra displays STATIC IP configuration. Notice the mode is set to STATIC.
Verify Connection to Fonality‟s Web Servers
From another PC with internet access (DO NOT use your Fonality PBXtra server) connect to http://cp.fonality.com and log in using your PBXtra Admin Panel credentials. If you see a Welcome Message, you are ready to proceed to the next step. Figure 3.4 illustrates a successful logon attempt.
If you see an error indicating that your PBXtra server cannot be reached over the internet, there is a problem with your network configuration. Figure 3.5.1 illustrates an unsuccessful logon attempt.
FIGURE 3.5.1: A successful login to Fonality‟s Data Center.
FIGURE 3.5.2: The following error message will be displayed if the Fonality Data Center is unable to establish a connection with your PBXtra.
Troubleshooting your Network
If the Fonality Data Center is unable to establish a connection to your PBXtra you may need to adjust your firewall configuration to allow outbound access to the fol-lowing ports from the PBXtra server:
TCP/80 TCP/8000 TCP/9000 UDP/53
If you are unable to establish the connection to Fonality‟s Data Center using the information above, you should consider the following alternative configuration changes:
-Configure a rule that allows the IP address of the PBXtra server to make an out-bound connection to any host on any port.
-It may be necessary to reboot the PBXtra system with CTRL+ALT+DEL on the system console, in order to re-initiate a new connection from your PBXtra system to the Fonality Data Center.
IMPORTANT! If you have a Watchguard firewall, or any firewall that examines the data payload of TCP/IP packets, you may need to disable this functionality in your firewall for traffic originating from the PBXtra system. Contact your firewall vendor for details about how to accomplish this configuration.
DNS Service must be Available
If your network does not have a functional DNS server, or the DNS configuration manually programmed into the PBXtra server is invalid, the PBXtra server will not be able to connect to Fonality‟s Data Center. You can resolve this issue by using the IP address of a locally available DNS server, or a public DNS server in your configuration, such as 4.2.2.2 or 4.2.2.1. -TCP/80 -TCP/8000 -TCP/9000 -UDP/53
Analog Phones
Analog phone lines must not be plugged into an analog line port. Any damage caused by doing this will not be covered by Fonality. Analog phones should be plugged into the Green FXS Ports.
WARNING! If you connect an analog phone line to an analog phone station port, you will damage the hardware.
FIGURE 3.6.1: This diagram illustrates Red FXO ports versus Green FXS ports.
Primary DNS Server requirement
Your phones must use the PBXtra as their Primary DNS Server. Configure your DHCP server to distribute the IP address of the PBXtra as the Primary DNS server. If you are unable to set the PBXtra as the Primary DNS server, your phones will not function prop-erly. For in-depth information regarding this requirement, please see the following article: Primary DNS Server Requirement
Connect your IP Phones to the Network
Once you confirm that your PBXtra server is properly connected over the internet to the Fonality Data Center, proceed to assemble your IP phones and connect them to your net-work. By default, Fonality pre-configures all phones to obtain an IP address via DHCP.
FIGURE 3.6.1: This diagram illustrates Red FXO ports versus Green FXS ports.
Plug in IP Phones
Verify that each phone can communicate properly with the PBXtra server by lifting the handset on each phone and dialing “0”. You should hear the default auto attendant greeting. This is the same greeting your callers will hear when your PBXtra server answers incoming calls.
You can see the status of each IP Phone using the Extensions tab in the PBXtra Admin Web Interface. This will show the IP address of each live phone if you hover your mouse over the pulsing, green icon.
Connect Analog lines
You should now connect all analog lines to the analog line ports on the back of your PBXtra. Be sure to use the purple analog line cables provided with your PBXtra for connectivity. Normal analog phone cables will not work.
Analog Lines must be Connected in Specific Order
When attaching analog phone lines to your system, you must connect them in re-verse hunting order. Map your busiest incoming lines to your highest port numbers. PBXtra dials out from the lowest port numbers first. Failure to do so may result in placing an outbound call at the same time an inbound call arrives.
Vacant Phone Line Ports will cause Problems
Do not leave any analog phone ports vacant. Problems will arise when you try to dial out if all other lines are busy. You will hear your own voice echo back to you and your call will not connect. To have your vacant ports deactivated, use the Options -> cards Page in the PBXtra Admin Panel, or contact Support by following the instructions in Section 10.
Connect T1 Lines
If you ordered your PBXtra with a T1 card, it is pre-configured to use the most common T1 settings. However, the configuration options may need to be changed for your carrier. Obtain a “cut sheet” from your carrier and make sure that the configuration settings in the PBXtra match that of your carrier. You can configure your T1 card in the Options -> cards page of the PBXtra Admin Panel.
Setup VoIP Accounts
If you have an account with a 3rd party VoIP vendor, you will need to set this up using the Options-> VoIP page of the PBXtra Admin Panel. Many VoIP providers have templates with default settings pre-configured located in the “Provider” drop down menu.
Verify Connectivity
Once you have setup your connectivity, you can verify the connection is setup properly by viewing the Status-> trunks page of the PBXtra Admin Panel. You will see each of your cards and their status. You can hover over each connection to see its status.
FIGURE 3.13.1 Analog Lines Connected to a PBXtra.
FIGURE 3.13.2 Single T1 Line Connected to a PBXtra.
If You hear an Echo
If you hear an echo when using analog phone lines, don‟t worry. This is normal when installing a new IP PBX. The echo cancellation inside the server may need to be calibrated in order to eliminate the echo. Here are three help documents that will help you start this process:
How do I get rid of echo? Static/Echo on outbound call? Various types of echo
You can contact our support group using the instructions in Section 10 if you need additional assistance regarding echo.
Setting up Your PBXtra
Before You Begin
You can now log into the PBXtra Admin Panel, you can log back in at any time by using your PBXtra Admin credentials to log in at http://cp.fonality.com.
When you first begin using the PBXtra, please review the customer information in the PBXtra Admin Panel. You can do this by clicking on the Options tab and then clicking on the “customer” page. Make any corrections at this time. It is essential Fonality maintains your current information in the event of product up-grades or required maintenance.
Figure 4.1.1 illustrates the Customer Information Screen.
Learning how to use the Call Menu
When an inbound call arrives at your PBXtra server on one of your trunk connections, it is answered by the auto attendant. The auto-attendant allows you to configure how your PBXtra answers each call.
You can use the PBXtra Admin Panel to adjust the configuration of your call menu. To do this, you will need to log into the Admin Panel. Click on the Auto Answer tab, and then click on the “edit call menu” option.
FIGURE 4.1.1: Please keep your information current by up-dating your company on the Customer Information Screen.
Use Help Mode in the PBXtra Admin Panel
The PBXtra Admin Panel offers cursor rollover assistance. Simply hover your cursor over the item at hand to launch a brief explanation of that item.
Figure 4.2.1.1 illustrates the Help Mode functionality of the PBXtra Admin Panel.
Using Time Based Menus
If you plan to use time-based menus with your PBXtra, refer to the following document to avoid unexpected results.
Using Blast Groups
PBXtra contains a feature called Blast Groups which allows a call to ring multiple phones simultaneously until the line is answered. All phones stop ringing as soon as somebody answers the call. The caller hears music-on-hold while he or she waits.
Each PBXtra includes one Blast Group. Additional groups cannot be added. You can add phones to the blast group on an extension-by-extension basis in the Extensions-> view extensions page in the PBXtra Admin Web Panel. For each extension you want to include in the Blast Group, edit the extension and enable the “In Blast Group” option by setting it to “yes”. You can quickly see on the view extensions page who is in the Blast Group by reviewing the “Blast” column.
FIGURE 4.2.1.1: Here as an example of the Help Mode functionality of the PBXtra Admin Web Interface. 18
Using the Conference Bridge Feature
You can use the conference bridge feature from the Call Menu in the PBXtra Admin Panel under the tab labeled “Auto Answer.” You can choose to password protect these conference bridges (Professional and Call Center Editions only) by adding the menu option “Enter Password To Continue.”
FIGURE 4.5.1: The Conference Bridge Feature Web Interface
Configure Your Dial Plan
Depending on the dialing requirements in your country or state, the dialing plan in your system may need to be modified. For example, if you need to use 10 digits to dial local numbers instead of 7, you will need to adjust your dial plan accordingly.
Use the PBXtra Admin Panel to adjust the dial plan inside your PBXtra server. Click on the Options tab and select “dial plan”. You can adjust these settings to match the dialing requirements for your local phone company. You can also indicate how each type of call should be routed by using the „Route‟ drop down.
FIGURE 4.6.1.: The Dial Plan Configuration Screen.
Using Advanced features of Call Center Edition (CCE)
If you have the Call Center Edition version of PBXtra, you can learn about how to use the advanced features by clicking the ACD tab of the Admin Web Interface.
Figure 5.1. and 5.2.shows illustrates the ACD tab:
Giving Users Access to the User Panel
The PBXtra User Panel allows users of individual extensions to monitor and control the options associated with their phones. The interface does not allow them global access of any kind.
You can give users rights to use the PBXtra User Panel within the PBXtra Admin Web Interface by clicking the extensions tab followed by selecting the extension in question. You can then set the “Web Username” and “Web Password” for this extension.
The user will then be able to log into the PBXtra User Panel using these credentials at the login prompt located at http://cp.fonality.com.
FIGURE 6.0.1.: Assigning Users Rights to the User Control Panel.
Call Forwarding
You can use the PBXtra call forwarding feature to forward calls originally destined to you extension to another extension, or even to an off-site phone. You can enable this feature by using the following instructions:
- Once logged into the PBXtra User Panel for the extension, and click on the Features tab.
- Set the Call Forwarding option to Enabled.
- Specify the amount of time the call should ring the extension before forwarding the call to its final destination.
FIGURE 7.0.1: PBXtra User Panel for setting up forwarding.
Getting Started with HUD
HUD is an add-on application for PBXtra. HUD allows users to visually see peer extensions throughout the workplace. Through using HUD, employees can call, instant message, and view the call status of their peers. Before using the HUD application, please read this document to become more familiar with enabling extensions and configuring your rights.
Enable HUD for each Extension
WARNING: By default, no extensions are HUD enabled. That means that your users will not be able to log into HUD until you configure their extensions as being in HUD. Begin by logging into the PBXtra Admin Panel.
Once you are logged in, click on the “Extensions” tab. For each extension you want to in-clude in HUD, edit the extension and enable the “In HUD” option by setting it to “yes”. You can quickly see an overview of all extensions on the view extensions page in the In HUD column.
HUD Rights
This feature is available only for customers who have purchased the PBXtra Call Center Edition or Professional Edition versions of PBXtra.
Permissions
For a list of all Permissions available via Call Center Edition, please see Permission Definitions
Configuring Rights in HUD
The “Rights” assigned to each extension determine what abilities the user of that extension number is able to do within HUD. You can configure the rights by groups of extensions using the “groups” submenu under the “Extensions” tab in the PBXtra Admin Web Interface.
Understanding Rights
Extension numbers belong to groups. While Fonality provides default groups, we suggest you create groups that represent the logical groupings in your company (sales, support, managers, etc.). Once you define your own groups, and add extensions (users) to them, you can then assign the rights to each group so that the members of the group have those abilities.
Installing HUD
You will need to install HUD manually on each computer that you want to use HUD. To install HUD, go to the following link. You will need to enter your PBXtra Web User Name credentials in order to download HUD. http://fonality.com/gethud/
Post Installation Appointment
Fonality REQUIRES that you read and follow this guide carefully, and in its entirety. Once you have completed this installation, you will be ready for a Post Installation Appointment. During this appointment, one of our installation specialists will be scheduled to answer any remaining questions regarding the configuration of your PBXtra. You should have received an appointment request via email from the Fonality Installation Team when your PBXtra server is shipped.
While Fonality strives to accommodate installation appointments with as little as 24-hour notice, our schedules fills up quickly. We may require a waiting period of five or more business days. Plan ahead and request your appointment in advance to ensure that the appointment accommodates your schedule. If you need additional assistance than the standard installation appointment that is included with your PBXtra purchase, you can contact your salesperson or sales@fonality.com to arrange for a professional installation through one of our Professional Installation partners.
Fonality Support
If at any time you need to contact our Installation or Support teams, you can do so using the Fonality Support Portal (Supportal) at http://fonality.com/support/. You will need to enter your PBXtra Admin Panel credentials, your full name, and your email address. Fonality will reply the same or next business day. Be sure to include the best contact phone number.The Fonality Support Scope of Service is outlined in our Terms and Conditions, and is published on our web site: Terms and Conditions
FIGURE 10.0: Use the Fonality Sup-portal to contact support
Congratulations!
You have just installed Fonality‟s Award Winning PBXtra!
We look forward to speaking with you during your scheduled Post Installation Appointment. If you have any remaining questions or issues, be sure to take note of them so that our Installation team can address them for you during your scheduled appointment.
Be sure to read through our knowledge base for supplemental information. It is consistently updated with new information as we release new versions of the PBXtra, and HUD software packages. Our knowledge base can be found at http://help.fonality.com/
Fonality, Inc 200 Corporate Point #350 Los Angeles, CA 90230 310.861.4300 http://fonality.com
Appendices
The following guides are referenced throughout the document and can be referred to in case further detail is needed in these areas. All of our knowledge base articles are located at Help.Fonality.com
Networking Primary DNS Server Requirement Planning Your Network for VoIP Setting Up Remote Phones Suggested_Routers How-To Setting Caller-ID How to change Caller-ID Information How to use Call Queues How to add multiple Auto-Attendants How to change extension numbers How do I change the volume level Other Tips for security and Performance PBXtra and 911
