VoIP PABX
User Guide
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Contents
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Document Conventions
Throughout the document, normal text like this indicates procedures
required to correctly configure your device.
Critical instructions and helpful configuration tips are highlighted in
italics throughout the text.
Critical instructions are formatted like this and preceded by an
exclamation mark in a circle. Failing to comply with a critical
instruction may cause anomalous behaviour, damage to the PABX or
other components, or even result in safety issues.
Configuration tips are formatted like this and highlight necessary
steps that need to be performed in certain circumstances. Always
take note of these tips as they contain information which can prevent
common configuration problems.
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Getting Started
We assume for the purposes of this user level manual that your
phone system administrator, or installation engineer have setup your
VoIP PABX and phones.
If you are also a phone system administrator then you should consult
the ipcortex “VoIP PABX Installation & Administration Guide” for
details of how to administer the whole system.
As a user, you will normally have been provided with either a physical
phone, or a PC based soft-phone which works in conjunction with
your PC or PDA and suitable audio hardware.
You should also have been given a username, password and URL to
access your own personal user area of the PABX. If you do not have
this information then you will need to obtain them if you wish to make
any changes to user level settings, or access advanced integration
features such as TAPI PC integration.
If you have been provided with a physical phone, then you do not
need the above username and password information to make phone
calls.
Making Phone Calls Using a Phone Handset
Phone operation does vary between manufacturers and models but
basics usage is reasonably intuitive, being quite similar to the way
that traditional analogue handsets operate. The key difference is that
most digital handsets have the concept of pressing a “dial” key after
the whole number has been entered (in a similar way to a modern
mobile phone) before the call attempt will be made.
Picking up the handset, dialling the full extension, local, or national
number and pressing the button marked “OK”,
usually sufficient to make an outbound call.
, or “Dial” is
Quick reference cards may have been provided with key information
about use of your phone system (templates are attached in the
Appendix of this manual).
For information on more advanced features, please see the phone
Quick Reference Card or full phone manual
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Using the Web Interface
The PABX has a personal web interface for each user which may
be used to view phone information and make changes to your user
settings and preferences.
Connecting
The web user interface is available from most HTML supporting
browsers, including:
•
•
•
Mozilla Firefox (all versions)
Microsoft Internet Explorer (5.0+)
Opera
Start your preferred browser and enter the URL you have been
provided with:
Figure 1: Logon screen
Then enter the username and password you have been allocated and
click on the OK button.
Once logged in, unless you are also a PABX administrator, you will
see a single tabbed menu to the left oft the screen which allows you
to select various options:
As a first step after initial logon, you should select "Change password"
from the menu, and set your password to something of your own
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choosing.
my calls
This menu allows you to view the most recent calls made through the
PABX.
If your PABX administrator has set call cost patterns for some or all
of the number prefixes in your recent list then the cost of these calls
will also be shown in the list. Where the cost of a call is shown as
unknown, this simply means a call cost pattern has not been set by
the administrator.
my phonebook
This menu displays the whole phonebook that is available to you as a
user.
This consists of entries from the following sources:
1
All of the extensions on the system who’s entries have been
configured to be visible to you (not ex-directory etc).
Your personal phonebook entries - see “my details” below for
2
information about how to configure these.
System phonebook entries set by the system administrator.
3
Numbers from all of the above sources are merged and the resultant
directory sorted by name as it would be on the phone for display.
my details
This is the main area where general details and preferences may be
changed:
Name
Your full name as it appears in the directory and on calls to other
users
E-mail Address
The address to which notifications will be delivered for this login.
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The e-mail address given here is the one to which voicemail
notifications from ordinary extensions and/or faxes from any soft fax
extensions will be sent. If this is entered incorrectly then you will never
receive these notifications and information may be lost.
Send Email Voicemail Alerts?
If set, and an e-mail address is entered above then an e-mail will
be sent to the address whenever a Voicemail is received at your
extension.
Attach Voicemail to Alerts?
If set then the above notification will have a copy of the message
attached as a WAV file. This may be listened to on a suitably equipped
PC or PDA.
Notifications with attached messages will generate large e-mails.
Please ensure that your mail system and collection arrangements
can cope with the volume and size of messages before enabling this
option. Remember to disable it if you are going to be away from your
e-mail for a while.
Personal phonebook
Enter names and numbers into empty fields in this area to add new
entries into your personal phonebook.
Use for phone buttons - if this is set to yes for an entry then the
system will attempt to place that entry onto a spare short dial
button on your phone. See my phone below for details of how
to determine which entries have actually been placed onto
phone buttons.
my phone
Details about your own extension and physical phone may be viewed
and changed from this page.
A number of links are present, which reveal further information about
the extension or phone. For security and confidentiality reasons these
do not open out when the page is initially displayed. The information
can however be seen and changed by clicking on the text.
This area is also where TAPI settings for desktop PC dialling and
call integration may be viewed and configured but this is dealt with in
more detail in the next section.
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Current home extension
Shows the extension number of the main extension owned by you as
a user.
Show/Change my PIN number - Clicking on this text displays the
PIN used to log in to voicemail for the extension.
When the PIN is displayed, entering a new value into the box and
clicking
will change the PIN to this new number.
Show SIP registration login(s) and password - Clicking on this text
displays the SIP registration information for each line on the phone.
You do not normally require this information for a hardware phone
which has been set by your administrator to be auto configured by the
PABX as the configuration will be pushed to the phone by the system.
If you are using a soft phone or other user configured device to
communicate with the PABX, then this is the information you need to
give it in order to place and receive calls.
Show TAPI settings - Clicking on this text reveals information
required to set up your local PC for TAPI integration if this is enabled
on your PABX.
See the next chapter of this document for information about
completing TAPI setup on your PC.
Phone line and button mappings
Many phones have the ability to present more than one extension
number and have a set of buttons with corresponding indicator lights
to show which “line” is ringing or selected for outgoing calls.
Short dial numbers may also be allocated onto some of these buttons
on certain kinds of phone. The exact details, number of buttons
allocated to extensions and allocated to short dials varies by phone
type and system configuration.
This section shows exactly how the extensions and/or short dial
buttons have been configured on your phone.
This information can be used to fill out an insert card, or otherwise
note which buttons and indicators correspond to which line or function
on your phone.
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change password
Enter the old password, and new password in the two fields for
confirmation, and then click on the button.
If you subsequently forget your password then this can be retrieved
by using the lost password link on the Logon page (provided your
e-mail address is correct). If this is not possible then your system
administrator will need to reset your password for you.
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TAPI Configuration
This is an optional component which may be licenced on your
PABX. If it is enabled on your installation you will see the Show TAPI
settings option on the my phone area of your user settings.
Introduction
TAPI is a Microsoft provided interface that allows a PC running
Windows 2000 or XP to make or receive phone calls.
Our system provides a TAPI driver which allows Windows applications
to control your phone. When correctly deployed and configured,
phone calls may be initiated and notifications received about incoming
calls via your PC.
This does not affect the way that you actually proceed with calls as
your phone rather than the PC is responsible for actually making or
receiving the call, but does allow this to be controlled from suitable
Windows applications.
The TAPI drivers provide the interface which allows applications to
control a phone. How the application uses that interface and presents
it’s functions to the user is determined by the application.
Requirements
The TAPI drivers operate on Microsoft Windows systems with the
following minimum specification:
Windows XP or Windows 2000
TCP/IP LAN connection
50MB free disk space
TCP/IP connectivity is required between the PC and the PABX for
TAPI to operate.
Installing the TAPI Drivers
For convenience, the drivers you will need to install on your PC are
available for download from your user area of the PABX.
Installation and configuration of the TAPI drivers requires at least
one restart of the system. In addition installation may fail if other
applications are running at the same time as the installer. For these
reasons you should save all data, and close all other applications
apart from the web browser before downloading and running the
installer.
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To download the installer, log on to the PABX using your user login
and go to the my phone settings screen. Once on that screen,
open up the Show TAPI settings option by clicking on the text (see
previous chapter for details of how to do this).
If the Show TAPI settings option is not present, this is probably
because it isn’t licenced on your PABX. Please contact your
administrator or system vendor for further help.
Next, click on the driver installer download:
Depending on your browser and settings, you may well be warned
that the file contains executable code.
Exact details of the following dialogs will differ between browser types
and versions, please contact your system adminstrator if you are
unsure about how to proceed.
As long as you are sure you are logged on to your own PABX then
you can be reasonably sure about the source of the executable and
should be safe to run the installer:
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You may also see the following message and, again it should be safe
to trust the installer from it’s known source.
If the installer is properly started, a screen like the following is
displayed:
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You will then be prompted to accept the licence agreement and, when
accepted, asked to confirm the install location:
Once preparation is complete, the following message will be
displayed, prompting final confirmation of install:
Once installation is complete, you will be reminded that a reboot is
required to fully install the TAPI drivers:
Clicking OK does not cause a reboot which needs to be carried out
manually before the TAPI driver becomes available.
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You may wish to delay rebooting your PC until after completing
instructions in the next section to configure the application as a reboot
is required after reconfiguring the application and it is quite safe to
delay the installation reboot at this point
Configuring the TAPI Driver
The TAPI configuration on your PC is associated with a specific
phone. After installation, or if you change your phone, the TAPI driver
must configured to pair with the correct phone.
To simplify this process, we provide a dynamically generated
Windows registry file in my phones - Show TAPI settings. When this
file is imported onto your Windows PC, the settings in the TAPI driver
are automatically setup for your current phone.
To download this file, simply click on it’s description or disk icon on
you phone page:
Because this file changes settings on your PC, you will receive
several warnings during download and execution of the file. These will
depend on your browser and it’s configuration, but the following are
typical.
The most reliable way of importing the settings is to save the file to
hard disk and then import it from there:
Having saved the file to a local folder or the desktop, executing it
locally should start the registry editor to import the settings.
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When importing the settings, confirmation boxes will be displayed by
the registry editor. If you are quite sure that the file you are importing
is the same one downloaded from the PABX then it is safe to OK
these:
On completion, a message similar to the following will be displayed
and indicates that the settings were successfully imported:
You may now need to reboot your PC for the settings to take effect.
Testing the TAPI Interface
Once the settings have been loaded, TAPI may be tested by running
any TAPI capable application and dialling a number.
An example of a TAPI application which may be present on many
PCs is Microsoft Outlook. The following instructions assume Outlook
purely as an example. For other applications, you should consult the
documentation provided with the application, or
Whichever program you use, you will need to tell it to use the
ipcortex TAPI service provider to place calls.
In Outlook select a contact, then right click on “Dial number”. The
first time you dial a number you can set the correct TAPI dialler by
selecting “Dialling Options” from the call menu:
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Then select the ipcortex - Asterisk line:
OK the changes, and then click on “Start Call” in the previous
dialogue.
Your phone should ring and then, when you pick it up, the far end will
start to ring.You can then complete the call and hang in the normal
way once complete.
Troubleshooting
If the phone fails to ring when a call is placed, there may be a number
of reasons...
Wrong TAPI provider being used
Double check your application is using the TAPI provider (dialler)
called ipcortex - Asterisk.
TAPI incorrectly configured
Repeat the steps in the previous section entitled: Configuring the
TAPI Driver.
Wrong phone rings
The TAPI configuration via registry download from your my phone
area is only appropriate when you wish to allow TAPI to control your
main (owned) phone. If you wish to control other phones, please
contact your system administrator for details.
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No network connectivity to PABX
The PC needs to be able to communicate with an application on TCP
port 5038 of the PABX. If there is no network connectivity between
your PC and the PABX, or a firewall is preventing these connections
then TAPI will not be able to operate.
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Voicemail
Your PABX system is equipped with a voicemail system and there is a
one voicemail box per extension number by default.
When a call is made to your extension and it is either not answered
within a period of time determined by your system administrator, or
busy because you are on another call then the call will be answered
by the voicemail system.
The caller will be promoted to leave a message which you can
retrieve either via your phone, the PABX web interface, or e-mail.
Accessing Voicemail
Your system manger should have informed you of your initial
voicemail PIN which will be required to access your voicemail
account. If you do not have this, you may obtain it from the my phone
area of your PABX logon (See Using the Web Interface).
Your voicemail PIN should be changed to a secure code that you can
remember. This can be done from the web interface, or using a phone
keypad.
To access voicemail simply dial your internal voicemail number from
your internal extension phone.
The default number to access your own voicemail is 8500, but
your administrator may have set this to something different on your
system. This voicemail interface “knows” your voicemail box from the
extension you are calling on, and will tell you the extension number
when you call, and hen ask for your password, or PIN.
There is a second interface to voicemail which does not decide on
the mailbox from the calling phone, but instead prompts you for your
extension number. This is accessed using 8501 by default, but again,
may be something else on your system. This is useful when you wish
to check your voicemail whilst at another desk.
With either interface, you should enter your PIN number, followed by
the hash (#) key to gain access to your account.
On entry, you will be told how many messages you have and given a
range of options.
Configuring Voicemail
Voicemail options are set from within the mailbox options sub-menu.
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To enter this menu, log in to your mailbox as above, then select:
Mailbox options
0
Within this menu, the following are available:
Record unavailable message - This is the message
which is used when you do not answer a call.
1
Record busy message - This is the message which is
2
used when you cannot answer a call because you are busy
with another caller, or have set Do Not Disturb on your
phone.
Record name - The name is used as part of the default
greeting if either an unavailable message or busy message
3
have not been recorded.
Change password
4
Return to main menu
*
Retrieving Voicemail
Voicemail has the concept of both new and old messages. New
messages have not yet been heard, and old messages are ones
which have previously been heard but have not been deleted. In
addition, you may create a number of sub-folders and save messages
to these for future replay.
From the main menu, the following options are used to retrieve and
manage messages:
New/Old messages - If you have messages then this
prompt will take you to the first message.
1
Change folders - messages can be saved to alternate
folders (see option 9 below). This option allows those
2
folders to be accessed.
Return to main menu
*
Return to main menu
#
Once a message has been listened to, the following additional options
are available:
Repeat message
5
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Next message - move to next available message
Delete message
6
7
8
9
*
Forward message to someone else
Save message to a specific folder
Help - repeat options
Exit
#
3
Advanced - gives access to the following advanced
options:
Reply - send a reply, if sender was a local
extension.
1
Envelope - play time, date and sender information
about the message, followed by the message.
3
Return to main menu - leave the advanced menu
*
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Short Code Features
Built-in short codes on the PABX are:
*0<ext>
Connect directly to voicemail for <ext>, doesn’t
ring the phone.
**1
**2
**5
Hot desk. Bring my extension here feature.
Hot desk. Release this phone.
Forward calls. Allow calls to ring on an additional
extension.
**6
Remove call forwards.
**8
Enable night mode (requires admin pass code)
Disable night mode (requires admin pass code)
Pick-up a ringing phone in your call group.
Record IVR menu message.
**9
*8
#01#xx
#02#xx
Play back IVR menu message.
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Phone Quick Reference Cards
The following quick reference cards give basic generic information
required to operate a number of types of phone.
They need to be customised with information about your system (for
example voicemail number) and will often be superseded by copies
provided by your system administrator.
You may make copies of these for your own use in conjunction with
the phone system.
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Press
Phone System
Numbers
All Centre extensions are ____ digit
Quick Reference
(Elmeg IP290/snom 190 phone)
numbers starting with a ___
The extension number is normally
shown top-centre of the phone display.
Answering Calls
To answer calls in the normal way
Press
to see this if the display has
other messages (e.g. missed calls).
simply pick up the handset.
All extensions may be called directly
from outside by prefixing them with
To answer a call hands free using the
built in speaker phone, press
rather than lifting the handset.
0_____ ___________
e.g. 0____ ___________
Dialling
External numbers
Ending a Call
Enter full external number. Press the
to delete digits in case of error.
Press
its cradle
or Return the handset to
When complete, press
to dial.
Placing a Call on Hold
The number is the normal full local,
national, or international number. No
prefix (e.g. ‘9’ ) is required.
To place a call on Hold, press the
‘HOLD’ key
Other Extensions by Number
Enter extension number
Press
To retrieve the call, press the
key again
The handset can be lifted at any time,
before or after dialling the number.
Transferring a Call
If the handset is not lifted then the call
will proceed as a hands free call on the
built in speaker phone.
Unannounced Transfer
Whilst in the call with the third party:
Either press the key under the
menu item or press the
‘TRANSFER’ key
Using the Directory
Press the key under the
on screen menu.
Dial the destination number
Press
and the call will be
Use the
around the directory until the
required name is shown
and
keys to move
transferred to the recipient
Announced Transfer
Quick Reference Card (snom 190 / elmeg IP290) V1.1-generic Copyright © IP Cortex Ltd 2005
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Accessing from Outside
Press the
- ‘HOLD’ key
To access the voicemail system from
outside, mobile etc dial:
Dial the destination number
Press
and talk to the
0______ ________________
recipient
Follow the prompts to enter your
extension number and password.
Hang up, the original call will be
transferred to the new recipient
If after calling the intended recipient
you decide not to transfer the call, do
not hang up but instead press
Important Notes
again to retrieve the held call.
The snom system phones require
power from a wall socket to operate.
You will not be able to make or receive
calls on your phone should mains
power fail.
Voicemail
Your Own Extension
Voicemail
The central PABX is however powered
by long running backup batteries to
maintain service while the power is off.
If the orange light next to the
button is flashing, and/or “VMail” or
“MWI” is shown on the display then
you have one or more messages.
Calls During Power Outage
Incoming calls to extensions which
have lost power will go straight
to voicemail. Voicemail may then
be picked up from anywhere (see
opposite).
To retrieve your messages:
Press the button under the VMail
prompt
or
Phones in certain locations are
powered from the central battery
backup supply and should be available
for emergency use during brief power
outages:
Dial 8500 and press
Follow the voice prompts to pick
up and delete messages etc.
_________________
_________________
_________________
The Initial password on all mailboxes
is ____________.
For security reasons, you should
change this to your own private code
when you first log in to voicemail.
Emergency Calls
Calls to the emergency services (999,
112) may be made in the normal way.
To access a mailbox from another
extension, dial 8501. You will then be
prompted for the three digit extension
number and its password.
In the event of an emergency during
a power outage, one of the above
phones may be used to make
outgoing calls. Use of a mobile phone,
if available, may be a quicker way to
obtain help during a power outage
without moving from your current
The password may be changed (along
with other operations like recording
your own outgoing announcements)
via the “Mailbox Options” (0) sub-
menu in the voicemail system.
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button under the onscreen arrow
keys to move around the directory
until the required name is shown
Phone System
3
Press
Quick Reference
(snom 320/360 phone)
Ending a Call
Press
its cradle
or return the handset to
Answering Calls
To answer calls in the normal way
simply pick up the handset.
Numbers
All extensions are ____ digit numbers
To answer a call hands free using the
built in speaker phone, press
than lifting the handset.
rather
starting with a ___
All extensions may be called directly
from outside by prefixing them with
Dialling
0_____ ___________
External numbers
1
e.g. 0____ ___________
Enter full external number. Press the
key under the symbol to delete
digits in case of error.
Placing a Call on Hold
2
When complete, press
to dial.
1
To place a call on Hold, press the
The number is the normal full local,
national, or international number. No
prefix (e.g. ‘9’ ) is required.
‘HOLD’ key
2
To retrieve the call, press the
key again
Other Extensions by Number
1
Enter extension number
2
Transferring a Call
Press
The handset can be lifted at any time,
before or after dialling the number.
Unannounced Transfer
Whilst in the call with the third party:
If the handset is not lifted then the call
will proceed as a hands free call on the
built in speaker phone.
1
Press the
‘TRANSFER’ key
Dial the destination number
Press and the call will be
2
3
Using the Directory
transferred to the recipient
1
Press the
key or the button
Announced Transfer
If you wish to talk to the recipient before
transferring the call:
under the under the
menu symbol.
on screen
2
Use the up or down arrow buttons on
the silver directional dial, or the
1
Press the
- ‘HOLD’ key
29
Quick Reference Card (snom 320 / 360) V1.2-generic Copyright © IP Cortex Ltd 2005-2006
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2
3
4
outside, mobile etc dial:
Dial the destination number
0______ ________________
Press
and talk to the recipient
Follow the prompts to enter your
extension number and password.
Hang up, the original call will be
transferred to the new recipient
If after calling the intended recipient you
decide not to transfer the call, do not
hang up but instead press
retrieve the held call.
again to
Important Notes
The snom system phones normally
require power from a wall socket to
operate. If your phone is powered locally
in this way then you will not be able to
make or receive calls on your phone
should mains power fail.
Voicemail
Your Own Extension Voicemail
The central PABX is however powered
by long running backup batteries to
maintain service while the power is off.
If the message light is flashing, and/or
is shown on the display then you
have one or more messages.
To retrieve your messages:
Calls During Power Outage
1
Press the button under the
Incoming calls to extensions which have
lost power will go straight to voicemail.
Voicemail may then be picked up from
anywhere (see opposite).
prompt or the
button.
A message summary is displayed
2
3
Press
voicemail system
to connect to the
[Phones in certain locations are
powered from the central battery backup
supply:
Follow the voice prompts to pick up
and delete messages etc.
The Initial password on all mailboxes is
____________.
]
[BT Exchange line(s) should be useable
during power failure and are available at:
For security reasons, you should change
this to your own private code when you
first log in to voicemail.
To access a mailbox from another
extension, dial 8501. You will then be
prompted for the three digit extension
number and its password.
]
Emergency Calls
Calls to the emergency services (999,
112) may be made in the normal way.
The password may be changed (along
with other operations like recording your
own outgoing announcements) via the
“Mailbox Options” (0) sub-menu in the
voicemail system.
In the event of an emergency during a
power outage, one of the above phones
may be used to make outgoing calls.
Use of a mobile phone, if available, may
be a quicker way to obtain help during a
power outage without moving from your
current location.
Accessing from Outside
To access the voicemail system from
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Index
B
C
call pickup (short code) 23
configuration tips
critical instructions
D
delete message (voicemail) 22
E
F
H
L
licence
Logon.See login
M
menu
32
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N
new messages (voicemail) 21
next message (voicemail) 22
number
barring.See call; barring
O
old messages (voicemail) 21
Outlook (using with TAPI) 18
P
phone 10,11,13,17,19,20,21,23,24,25,27
R
RS-232.See Serial
S
soft fax.See fax
T
33
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U
V
voicemail
W
34
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Notes
35
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The Mansion, Bletchley Park
Milton Keynes MK3 6EB, UK
Tel:
Fax:
01908 276650
01908 276699
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