Building Enterprise Ready Telephony Systems with sipXecs 4.0电子书

Building Enterprise-Ready Telephony Systems with sipXecs 4.0

Table of Contents

Building Enterprise-Ready Telephony Systems with sipXecs 4.0

Credits

About the Author

About the Reviewer

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Errata

Piracy

Questions

1. Introduction to Telephony Concepts and sipXecs

Traditional phone system concepts

Telecommunications provider interface

Telephones on a traditional phone system

Voicemail systems

Call routing logic

Calling functions and features

Call hold

Call park orbits

Call pickup

Call transfer

Call forwarding

Speed dial

Direct Station Selection/Busy Lamp Field

Hunt groups

Automatic Call Distribution

Dial plans

Intercom

Paging

Conferencing

sipX Enterprise Communications System overview

The iPBX

Gateways

Telephones

sipXecs features

Voicemail

Auto Attendant

Music on Hold

Call park orbits

Page groups

Intercom

Conference server

Automatic call distribution

Device management

User management

User self-service portal

Time-based call forwarding

Localization

Internet calling and NAT traversal

Call detail records

Clustering

Summary

2. System Planning and Equipment Selection

System planning

Information gathering

Existing telecommunications connectivity

Demarcation point

Existing users and phones

Existing call flow

Day call flow example

Night call flow example

Departmental call flow example

Existing auto attendants

Existing hunt groups

Existing ACD queues

Special considerations

Paging

Cordless phones

Existing computer network

Equipment selection

Network equipment

Network switch connectivity

Quality of service

Virtual Local Area Network support

Powering the phones

Gigabit switches

Utilizing existing network equipment

Servers

Gateways

Analog gateways

Digital gateways

Phones

Hard phones

Softphones

Wireless phones

SIP firewalls

Uninterruptable power supplies

Plan the installation

Extension planning

Users and phones

Define permissions for user groups

Call flow

Auto attendants

Hunt groups

ACD queues

Network planning

Physical network

Virtual network

Site preparations

Document additional network information

Summary

3. Installing sipXecs

Complete cabling requirements

Complete network requirements

Installing sipXecs

High availability installation

Install and configure the distributed server

Verify DNS and DHCP operation

Single PBX testing

High availability PBX testing

Summary

4. Configuring Users

Creating users

Extension pool

Internal extension length

Adding a user

Importing users

User groups

Advanced user configuration

Phantom users

Voicemail-only mailbox

Call routing phantom

Call routing phantom example

Summary

5. Configuring Phones in sipXecs

Types of phones

Managed phones

Unmanaged phones

Phone groups

Phone firmware

Advanced phone configuration

Multiple lines on a phone

Multiple phones for a user

Multiple line appearances on a phone

Summary

6. Connecting to the World with sipXecs

Adding gateways

Managed gateways

PSTN Lines

Caller ID

Dial Plan

SIP

Voice Codecs

Proxy and Registration

DTMF & Dialing

Advanced Parameters

Supplementary Services

FXO

Network

Media

RTP/RTPC

Management

Unmanaged gateways

Add gateway

Caller ID

Dial Plan

SIP Trunks

Dial Plans

Voicemail dial rule

Custom dial rules

Long distance dial rules

Local dial rules

Emergency dial rules

International dial rules

Attendant dial rules

Session Border Controllers

sipXecs Session Border Controller

Defining Session Border Controllers

Summary

7. Configuring sipXecs Server Features

Auto Attendant

Auto Attendant example

Intercom

Paging Groups

Hunt Groups

Call Park Orbits

Music on Hold

Phonebooks

Summary

8. Using sipXecs—The User Perspective

The Telephone User Interface (TUI)

Transfer a call directly to voice mail

Directed call pickup

Parking a call

Picking up a parked call

Intercom

Paging groups

Conference room controls

ACD sign in and out

Using the sipXecs voicemail service

Voicemail messages menu structure

Voicemail options menu

Voicemail system administrator options

The user web portal

Voicemail

User information

Call forwarding

User speed dials

Call history

ACD presence

Phonebook

Phones

User training

Training materials

Classroom training

Summary

9. Configuring Advanced sipXecs Features

Conference service

Utilizing DIDs

Phantom users

Live daytime attendant

Create new user account

Turn off voicemail

Set up the work day schedule

Set up call forwarding

Change gateway destination extension

Connecting two sipXecs servers

DNS resolution

Set up gateways

Configure custom dial plan entry

Summary

10. Utilizing the sipXecs ACD Service

Enabling the ACD Service

Configuring the ACD Service

Create an ACD Queue

Configure lines for queues

Agent Availability

Monitoring the ACD Server

Agent Statistics

Call Statistics

Queue Statistics

ACD Reporting

Summary

11. Maintenance and Security

System backup and restore

Backup

Restore

Monitoring system performance

System alarms

External monitoring of system availability

System logs

System snapshots

System security

Isolation

SIP passwords

Updating system software

Summary

A. Glossary

Index