wms3.0 quick guide - wildix.com · wildix management system (wms) is the engine and the admin web...

Wildix Management System 3

Version updated on: 11.12.2013

Administrator’s Manual

Wildix Management System (WMS) is the engine and the admin web interface of a Wildix PBX. The software allows you to configure, manage and maintain your Wildix PBXs and create a WMS Network. This manual provides the necessary information about installation, configuration and managing your Wildix PBX.

Unboxing 4

PBX access 4

Access to the WMS 4Access via console 5

Settings menu 7

PBX 7System 10Tools and utilities 14

Users Menu 16

Users 16Add a new user 19

Groups 20Edit ACL permissions of users 21

PBXes 22Remove PBXs from the WMS Network 22

Phonebooks 23Devices menu 24

Devices 24Provisioning 25

Auto-provisioning 26

Remote provisioning behind firewall 27Analog ports 29

Configure W04-W24FXS gateways 29W-AIR Networks 30

Create a W-AIR network 30Trunks menu 31

Trunks 31Create a SIP trunk 32

Hunt groups 35Create hunt groups (groups of trunks) 35

Dialplan menu 36

Dialplan rules 36

WMS 3.x Administrator’s Manual 2

Create a Dialplan procedure 36

Syntax for the called number 37

Dialplan operations 37Call groups 41

Create a call group 41Paging Groups 42Timetables and Switches 43

Create a timetable 43IVR 45

Create an IVR 45Feature codes 46General Settings 46

Dialplan configuration examples 47

External dialplan 47Internal Dialplan 50

First time use of the PBX 51


UnboxingCheck up the package contents:

• Wildix PBX• Quick start guide• Clamps for the rack installing and relative screws• Standard power supply• RJ45 network cable

If something is missing, please contact Wildix.

PBX access Before you access the WMS interface and configure the PBX, please, insert the USB* Memory Key into the USB port of the PBX * an Industrial Standard USB

Default settings of Ethernet ports

Port 1 2

Type

DHCP

IP

WAN LAN1

Client Server

Dynamic 10.135.0.1/24

Access to the WMS

To access the WMS, type http://ipaddress or https://ipaddress.In case PBX is connected to the WAN port, access use the IP address released by the DCHP server. In case PBX is connected to the LAN port, use the address 10.135.0.1.

Credentials for login: • admin• wildix


http://ipaddress/

http://ipaddress/

https://ipaddress/

https://ipaddress/

Upper (secondary) menu:

- list of banned devices

- information about the system state

- test calls

- sounds menu (manage all the sounds, including music on hold and IVR sounds)

- access to console (access is allowed only for the «admin» user)

- debug screen to check dialplan applications and SIP errors

- PBX reboot

- logout

- current WMS version

Access via console

If your PBX is already accessible in the network at the default IP (LAN port) or at the IP released by your DHCP server (WAN port), you can access your PBX using some SSH client. If it’s impossible, use the RS232 cable to connect your PC to the serial port of the PBX. Set up the baud rate at 19200.Make a login and access to the interactive menu that allows you to monitor and administrate your PBX.


Reset root password enables PBX password recovery, returning it to default (user name: admin, password: wildix).Recovery system completely recovers the system deleting all the current configurations (Attention: this operation should be authorized by Wildix technical support).

At the end of the startup, the PBX requires the access data, after which the console menu appears and you can enter any of the following options:


Settings menu

PBX

WMS Network

In case of remote PBXs communicating via Internet, you should forward the ports 443 TCP and 1194 UDP on the router of the master PBX to the master.

Parameters:• PBX mode: Master or Slave• Master PBX IP: public IP address of master PBX (only for Slave)• Sync configuration port: communication port for configuration sync (only for Slave)• VPN port: communication port of WMS protocol (only for Slave)• MTU: parameter that indicates maximum dimensions of the packets used by VPN• PBX name: PBX name in WMS network (e.g., pbx_master, pbx_slave, WGW08)• Login: user name (the same on Master and Slave)• Password: password (the same on Master and Slave)

Click on “Start” to activate the WMS Network → “Connection status” changes to “Activated”

Example of connection:


Basic features of WMS Network:• secure communication between the users registered on different PBXs via VPN

connection• any PBX in WMS Network can become a Master• no limit to the number of users• users can move from one PBX to another one without changing their internal number• users database created on Master is propagated in real time to Slave PBXs via VPN

connection• direct communication peer-to-peer between Slave PBXs• every PBX has its own dialplan, you can use different phone lines for every PBX, same

as one channel for incoming and outgoing calls by all PBXs

CDR

The PBX supports three storage modes of the cdr: mysql and mssql (for this case the external server is necessary), internal database (cdr is saved on the PBX on the internal backend), csv file (useful for the rapid settings in the external programs, for instance Blues). The first tab “CDR Settings” serves to enable the backend for CDRView. You can select only one storage: MySQL, MSSQL* or sqlite.Other tabs serve to activate CDR storages. Move to the tabs CDR MSSQL, CDR MySQL, CDR Sqlite**, CDR CSV to activate them (you can activate all of them at the same time)

* MySQL or MSSQL are recommended for WGW90 and >** SQLite backend is available only for WGW40 and larger

SIP-RTP

Default configuration is set up on Wildix PBX in accordance with VoIP protocol parameters. This page allows you to insert the public IP address of the PBX (or select to use the service of dyndns.org) and define the parameters for the voice transport. WMS 3.x Administrator’s Manual 8

Parameters:• Auto discover external IP address: if enabled, uses DynDNS url to discover the

external IP• DynDNS website url: url of the service to discover the external IP• External IP address: external IP address manually set up• Default music on hold: select default music on hold• Outgoing registration timeout (seconds): set up timeout for SIP registrations on the PBX,

for stable connections it’s better to augment this value to reduce the network traffic• SIP Domains: registration of local devices is now guaranteed also using the host name

instead of IP (e.g. wildix.mia_azienda.it)• Enable wideband codec usage in LAN: enabled by default, the system uses G.711

codec in local network (IP classes specified in “Network field which must be considered local”)

• Networks where force usage of wideband codecs: if the usage of wideband codec is disabled, it’s still possible to force its usage on some networks

• Networks which must be considered local: the networks that are considered local by the PBX and on which the wideband codec usage is forced

The codec is chosen automatically, normally the priority is given to the not compressed codec (G.711 aLaw) for LAN connections and compressed (G.729) for remote connections.

QueueMetrics

Enables the integration with the QueueMetrics software.

• Remote queues logging: enables the service• Hostname: IP or hostname of MySQL database of QueueMetrics


System

Network

Network interfaces

Every interface is shown on the list with the related configuration settings.• + Virtual – add a virtual interface to be able to assign more IPs to the physical

interface• + Vlan – add an interface with Vlan settings• Enable routing eth0 – allows using data connection of the PBX (wan port) by the

devices connected to other interfaces• Button “-“ – cancels the selected interface (virtual)• Edit – change the settings of an interface (IP, Netmask, Status)

Routing and gatewaysIf WAN interface of the PBX is connected to the network with the DHCP server activated, the entry is created automatically, containing a default gateway assigned

• “+“- adds the new interface • “-“ - removes the selected one• Edit – change the settings of an interface

Hosts list, system name and DNS serverWildix PBXs are set up with the default host “wildixgw” and with the DNS server Opendns.The list allows inserting static associations host_name -> IP for the easy connection to the hosts in the network.

After you make any changes, press “Apply network settings”

HTTP proxy client

Here you can insert the data of access to the proxy server.The option is disabled by default.

Parameters:• Proxy host: IP address of the proxy server• Port: Proxy server listening port• Proxy authentication method: authentication method defined by server• Login: user name (if required by authentication method)• Password: password (if required by authentication method)


LDAP server

Users information is managed by this internal server. Internal management of the users is guaranteed by this server, which is consulted every time for information verifications.

Parameters:• Allowed host(s): parameter of security that gives the access exclusively to the subnets

inserted (e.g. 192.168.0.0/24, 10.0.0.0/8)• User: shows the search string to use for the access• Password: the password for server protection

DHCP server

DHCP server is integrated for auto provisioning of supported devices.It’s possible to enable the server for the initial configuration of the devices and successively disable it, otherwise to use the option “Do not assign IP to unknown clients”.You can select “static IP address” to forbid the DHCP server update the address already assigned to this device.DHCP server should not create problems when data and VoIP networks are separated. When this scenario is not possible, consult your network administrator.

Parameters:• Ethernet interface on which you can enable the server (normally eth1)• Start address and end address: range of IP addresses assignable to the hosts• Domain name suffix: domain name suffix (if the hosts are inserted in the network

which is managed by the domain controller)• Default gateway: IP address of the internal company gateway

The Leases tables shows the list of the devices associated to the DHCP server and allows you to set up association as static.

SMTP client

Define the SMTP server settings to enable fax2mail feature and voicemail.

Parameters:• Email from: address to be used by PBX to send emails• SMTP mail server: server’s postal address used by the company• Port: listening port of the SMTP server• User: user name to access the server• Password: password to access the server


• HELO domain: domain defined for sending emails. Default value is localhost, change it in case anti-spam filters of the SMTP server block sending the message

• Enable TLS: TLS protocol enabled for the security of the connection to the server• Enable STARTTLS: STARTTLS option enabled if provided by SMTP

Consult the network administrator for the data needed for the configuration and authentication of the SMTP server of the company.

Press “Test” to verify that the inserted data is correct via a test email.

FAX / SMS server

Enter the the email address to which all the sent and received faxes are forwarded, not depending on the Dialplan configuration.The PBX can convert an email to FAX or SMS. To download them, you can use the POP3 protocols or IMAP, the parameters to set up are the same as for other clients.

SNMP server

Start the SNMP server integrated into the PBX to allow monitoring of system resources remotely.

Parameters:• SNMP Server: enables the access to the SNMP server• Community: server identifier• Port: external port of access• Trusted IP: list of the clients that can connect

Storages

Wildix PBXs can save the following data on LAN (Windows share) or USB devices: voicemail messages, call records, CDR in CSV format or SQLite, faxes received by the machine.It’s possible to specify the directory to insert the script for the automatic calls generation.

The first table shows all the USB drives mounted at the system startup with the relative table of the partitions and the usage of the specified partition.The button “Initialize” starts the partition and formatting procedure of the USB storage device connected.


The applications: Faxes, CDR CSV, CDR SQLite (only on USB devices), Voicemail, Calls recording, Calls generation, Backup, CTIconnect, Users settings (saves users preferences on Windows share).

It’s recommended to save Backups on another USB drive or on Windows share, in order to be able to restore the data in case of failure of the first USB drive.

The second tables is dedicated to Network drives.

To add a new Windows network share, fill in:• Server windows host: IP address or hostname of the samba server• Windows share: the name of the share created on host• Windows domain: domain name of the host machine• Service: choice of the destination for the mapped unity usage

If due to some problem the PBX cannot connect to the share, it appears in the section “Not mounted devices”. Make sure that the devices where you save the data are always available to guarantee the correct PBX functioning.

NTP server

To guarantee the correct functioning of the services, time and date should be updated.You can select one or more NTP server for the correct synchronization of time and date.It’s not recommended, but still possible, to disable the option of the auto update and set up the time (format HH:MM:SS) and date (format DD-MM-YYYY) manually.


Tools and utilities

Remote support

Press “Reload” to restart remote support.

Firewalls that limit the Internet access to the PBX should allow the traffic to the IP range 89.190.165.128 / 26 on the 443 TCP and 1194 UDP ports.In the lower part of the screen you can set up the PBX to send to Wildix server the geographic position of the PBX (geolocation tools are provided by Google).

Backup system

Backup feature (not scheduled) allows you to create the copies of the saving of the PBX configuration, creating the file directly on the Windows share or on the USB storage device (it is defined in the Devices menu, otherwise the backup can be created and downloaded directly on the PC)

• Generate and download backup: creates a temporary copy of the backup file and starts the auto download

• Generate backup: creates a copy of the backup file saved on the associated memory device

• Generate and download sounds backup: creates a backup copy of all the sounds saved on the PBX. The backup of the configuration does not contain all the sounds that can be saved after the first modifications to a separate file.

• “-“ button: eliminates the selected backup• Apply backup: configures the PBX using the selected backup file• Download: starts the download of the file in the browser• Select file: allows selecting one backup file on the PBX. It is useful for restoring the

backups generated by other PBXs• Reset: restores PBX to the default configuration

The Scheduled backups section allows setting up scheduled backup. You can set backup to share, FTP or email.

Upgrade

When you access this page, the PBX connects to the Wildix server and checks for the available upgrades.The field Repository firmware, set up to “rel30” by default is modifiable to allow the installation of the eventual custom packages recommended by the Support team.Click twice on the repository name and the list of alternative repositories appear. Please use other repositories only in case it was recommended by the Wildix Support team


Activation / Licenses

The procedure of the PBX activation requires you to insert the identification data (serials of the activation and codes of activation) available on WMP portal. After the activation is made, you can see the following data: PBX model, the maximum number of accounts and concurrent calls, the licences series assigned to the PBX.

Gold partners can also download their logo from the WMP to be shown in the CTIconnect to the users and upload the logo to be shown on the phone screen.

Generate trace

The option “Generate trace” allows you to debug the packets that are transmitted on the network interface.

An example of trace generation with tcpdump:

- Click on “Start” to generate the trace- Click on the link that appears below to download it and open with Wireshark


Users Menu

Users

• Type - the first column shows the type of user:

- admin

- user

- fax• User Name – User Name (usually name and surname), used for access to CTIconnect• Phone – extension number associated to the user• Fax – phone number used for sending faxes • Office – phone number for outgoing calls• Email – email address for notifications• Mobility – phone number (usually mobile) of the user for mobility extension• Dialplan – dialplan procedure for outgoing calls of the user • Fax Dialplan – dialplan procedure for faxes sent by the user• Group – ACL group of the user • Department – free text string• PBX – PBX, on which the phones of the user are registered (only in case WMS

Network is enabled)

Use the search field *: Click on one of the fields (User name, Phone, etc) and enter the data into the Search field in order to filter the results by this parameter

* In the same way you can use the search field on other WMS pages

The field situated next to the search field allows you to select the PBX from the WMS Network: select the PBX to view only the users registered to this machine


The buttons below the table allow you to perform different operations on users:

+ : add a new user

Edit (same as a double click on the line): edit parameters shown in the table (such as User Name, Phone, etc)

- : delete a user

Set passwords: change the password for CTIconnect and SIP password for the user's registration (complicated passwords are required)

- Click on “Strong” to generate a strong password- Click on “Ok” to save a new password

Edit Preferences opens a pop-up window where you can define user’s preferences (you can do it from CTIconnect):

• Features: - Classes: select the call class (internal, external, blacklist, whitelist)- Do not disturb: enable the feature to set the status DND (select the preference for

DND from CTIconnect: Silent Ring or Reject Call) - Call forward: enable the feature to forward the calls when Busy, Unavailable,

enable Forced call forward to forward all the incoming calls (enter an extension for call forwarding into the field)

- Call waiting: enable the feature to be able to accept several calls at a time- Dial timeout: if you enable the feature and enter the timeout in seconds, the call is

terminated or forwarded to the number specified in Unavailable call forward in case there is no answer within a timeout

- Mobility extension management: if you enable the feature and enter a timeout in seconds, after a timeout the call comes also to the number indicated in “Mobility” field of a user


- Mobility confirmation: if you enable the feature, the called user is informed on who the caller is when he answers the call from the mobility extension.

- Notify missed calls via email/sms: enable the features for missed calls notification by email and SMS

- Custom Ring: enable the feature and select the ringtone.

• Settings: - Phonebooks: select the phonebooks to be viewed in CTIconnect (use the buttons

>> to move the phonebooks from the list “Available” to the list “Selected”- Popup URL: enter the Popup URL - Function keys: set up the BLF keys of your phone

Example:

- Modify classes by phone: features changed from phone (for instance, DND, Call forward) are applied to the selected call classes

• Roster: - Roster: select the users to be viewed in CTIconnect of a user

• Press “Save” to apply the changes

Send Welcome Message: allows you to send a Welcome Message to a user’s email with a link to CTIconnect

Move users to another PBX: select the users and press the button in order to move the users to another PBX (available only for the users registered to the current PBX; in order to move the users registered to another PBX, you have to access another PBX)

Export CSV: export the users information (Type, Phone, Fax, Office Phone, Email, Mobile, Dialplan, Fax Dialplan, Lang., Group, Department, Image URL, Password, Sip Password) in CSV file


Add a new user

• Press “+Add user”

• Select the type of user (user/admin/fax), enter User Name, Phone (extension number), select the Dialplan and Fax Dialplan procedures, select the language and the ACL group of the user. Additionally you can specify fax, office, mobility numbers, email address of the user

• Click on “Ok”

The new user appears on the list, now you can:- edit user information: select the user and press “Edit”- change user passwords: select the user and press “Set passwords”- edit user preferences: select the user and press “Edit preferences”- move the user to another PBX: select the user and press “Move users to another PBX” → select the PBX → press “Save”


Groups

This page allows you to define the permissions of the ACL groups

Set up the ACL group of the user in Users menu > Users by selecting a user and editing the field “Group”:

Every group appears on the list with relative ID, Group name and the field “Inherits from” (if a group inherits permissions from another group)

“Admin” user can add, delete ACL groups and edit their admin permissions (permissions to administer PBXs). A usual PBX administrator can only edit the permissions of the groups.

The buttons situated under the table allow you to perform different operations on ACL groups:

“+”: add an ACL group (the button is available only for the “admin” user)

“-”: delete an ACL group (the button is available only for the “admin” user)

“Edit permissions” - edit permissions of a group

“Edit admin permissions”: edit administrative privileges of PBX administrators (the button is available only for the “admin” user)


Edit ACL permissions of users

Select a group and press “Edit permissions” to edit permissions of the group:

• Ability “can/cannot”: Call, Send documents, Intercom, Intrusion, Call pickup, Modify public phonebooks, See mobile number, View, Share status via Kite (allows to limit the groups of users that can be contacted via Kite service), Manage the callcenter (via WebAPI call groups management module) Create conferences, Remove conferences

• Ability “can set/cannot set”: Do not disturb, Busy call forward, Unavailable call forward, Force call forward, Call waiting, Mobility extension management, Dial timeout, Telephone blocked, Mobility confirmation, Function keys, Timetable, 3 state switch, Switch, Phonebooks, Personal information, All

• Ability “can use/cannot use”: CTI PRO, CTI PO, CTI CDR, CTI CDR view, Speed dial, PBX Record, Personal Record, SMS, Fax, Paging, All

• Ability “can call/cannot call”: Local, National, Mobile, Emergency, Free, Premium, North America, Africa, Europe, South America, Oceania, Russia, Asia, Short numbers, All

You can allow/forbid the members of the selected ACL group to perform certain operations in general by selecting “Group - Everybody” or only towards another ACL group.

For example, the group Technical Support can call everybody but cannot view the group “Admin” and cannot set phonebooks:


Press “+” to add more “Abilities”Press “Save” to apply The field “Inherits from” allows you to make this ACL group inherit permissions from another group

Select a group and press “Edit admin permissions” to limit the abilities of PBX administrators: to manage PBXs, to manage other ACL groups, to access certain WMS pages, to add and remove users

Example: the group “technical support” can manage only one PBX, can manage only the group “technical support”, cannot access the WMS menu Users > Groups, can add and remove users

PBXes

The list of the PBXs in your WMS network with relative IP addresses, Serial numbers, models and host names

Remove PBXs from the WMS Network

Select a PBX and press “-” to remove a PBX from the WMS Network (the button is available only for the “admin” user)


Phonebooks

Add phonebooks that can be later accessed by users from supported devices

“+” : add a new phonebook“-” : delete an existing phonebookEdit: rename a phonebookExport CSV: export a CSV file and open it on your computer

Import: make an import of contacts or set up a scheduled import and the preferences of import (you can select LDAP, MySQL or MsSQL databases or CSV file)

EXAMPLE:

• Tick off “Set scheduled job” and select the period of time for the scheduled import• Press “Import test” or “Advanced test” to check if the settings are correct.

Download log: dowload log and open it on your computer


Devices menu

Devices

Configure all the devices belonging to your network

The buttons below allow you to perform different operations on devices:

“+ Add”: add a new device

Edit: select a device* and press the button to edit the following parameters:

- press “Save”

* For W04/08/16/24FXS there is an additional field “Default tone” that allows you to set the dialtone.

Delete : select a device and press the button to remove it

Configure / Sync device: select a device and press the button to configure / sync it

Assign to user: select a phone or a w01fxs and press the button to assign it to a user (you can do it from the phone using the feature code 99) → press “Save”


Devices appear in the table with the following information:• Model: device’s model• IP Address: actual IP address of the device• MAC: device’s MAC address• Phone: the phone number associated to the device (in case it’s not associated, you see

“unknown” or “loginX”)• NTP/Offset: timezone and NTP server different from default• VLAN/QoS: VLAN in which the device operates• Password: the password for provisioning and for access to the device’s web interface

If the line with the device appears in BLUE, it means the firmware upgrade is available:

Provisioning

To add and provision a new device:

• Connect the device → click on “+Add device”

• Select the configuration mode: Automatic (for auto-provisioning) or Semi-Automatic (for remote provisioning behind firewall) → click on “Next”:


Auto-provisioning

Select “Automatic mode”

- Enter the IP address or the range into the upper field and click on “Deep scan” or “Local Lan scan” → devices matching the range appear in the table

- Select the devices and click on “Next” → wait till the devices are provisioned

- Select the devices and click on “Finish”


Remote provisioning behind firewall

Select “Semi-Automatic mode”

- Enter the MAC address* and click on “Next” * Usually it is situated on the rear panel of a device

- The provisioning link has been generated → copy the Provisioning URL

Please, use the option “Copy Link Address” in order to copy the complete string of the provisioning URL:

- Click on “Finish” → the non-provisioned device appears on the list:


- Access the device’s web interface and insert the provisioning URL.

Credentials for the first time access are admin:admin for all devices except PRI, BRI, W04FXS (old generation), W08-24FXS gateways (User name: public; no password).After the provisioning, the password changes to the one indicated in the “Password” field on the Devices page in the WMS.

The procedure for each Wildix device is provided in a separate document “Remote Provisioning of Wildix Devices”.

- After the reboot, the provisioned device appears on the list

Now you can see the Model (e.g. wp600 instead of phone), the device’s IP address and the FW version.

After you have added users and provisioned the phones, users can call each other. In order to make external calls, proceed with adding trunks and configuring Dialplan procedures.


Analog ports

Assign the phone numbers to analog ports

Configure W04-W24FXS gateways

• Add and provision an FXS gateway on the page “Devices” • Move to the page “Analog ports”, select the device and click on “Edit”

• Assign the extension numbers to the ports and press “Save”• Move back to the page “Devices” → select the gateway and click on “Configure / Sync

device”


W-AIR Networks

Create and edit W-AIR Networks

+ Add: add a new Network

Edit: select a network and press the button to add/delete the base stations belonging to the network

Delete : select a network and press the button to delete it

Create a W-AIR network

• Add and provision a base station on the page “Devices”• Move to the page “W-AIR Networks” and click on “+ Add” • Give a name to a network and use the button “>>” to move the base stations from the list

“Available” to the list “Selected” → press “Save”

The first base station selected becomes the Master (M)

• Move back to the page “Devices”, select the base stations and click on “Configure / Sync device”


Trunks menu

Trunks

The page is subdivided into four tables, each is dedicated to different types of phone lines

Use the buttons below each table to add, delete and edit trunks of the corresponding table

Every trunk appears with registration status in the table: Green - trunk is registered Grey - not registered, no response from the host Red - registration error

SIP trunks

You can set up a VoIP provider trunk or a trunk between your PBX and another device supporting the protocol

You can see the dialplan of the trunk, host, port, country code, status (incoming or outgoing).

Parameters:• Trunk name: operator name• Auth login: provided by the VoIP carrier for registration• Address or host name: address or host name of the operator (should be set up to dynamic

for the Master)• Port: port used by the Carrier for the registration• Password: password, associated to Trunk name provided by the Carrier for the

registration• From user: appears in SIP messages in the field “From”, usually same as “Auth login”• Dialplan: dialplan for the incoming calls of this trunk• Audio codecs: ptime values for audio codecs: 20ms - 40ms - 60ms (20ms by default)• Support refer: trunks are usually not allowed to make transfers on the PBX, but if you

integrate external IVRs or Speech Recognition System, you can enable this option.• Session Timer: if enabled, the value 360secs is used; if disabled, the value 7200 secs is

used. • TCP Transport: if disabled, UDP is used• Enable registration: enable for a Slave trunk and for VoIP operator


Create a SIP trunk

Press on “+” under the table “SIP” and enter the needed parameters → press “Save”

Example of a trunk to VoIP carrier:

Example of a trunk between two PBXs:

PBX Master PBX Slave


BRI/PRI gateways

You can see the Dialplans of the ports of the trunk with statuses, host address, status of the trunk

General parameters of the gateway:

The parameters below are related to the ports:• End point type: select the port to function as a Terminal (connection to the public lines) or

as a Network (connection of ISDN phones or other devices in TE configuration as PBXs)• Clock: select the mode of the clock, set up Slave for the connection to the operators• Progress: the gateway provides progress tones, these parameters should be normally

disabled• Correct incoming calling numbers: correct the caller number for the correct appearance of

the incoming numbers (add 0 to the national and 00 to the international ones)

GSM/UMTS

You can see the registration status and the signal status of gateway’s SIM

Parameters:Dialplan Procedure: dialplan procedure to manage incoming callsNumber of sim: telephone number of the SIM card of the gatewayEnable SMS receiving: enable the check for incoming SMS to the SIM cardSMS2EMAIL service e-mail: e-mail address used for new messages notifications


FXO

Parameters:Dialplan: dialplan procedure to manage incoming callsHotline Number: the phone number associated to the phone line, it should be entered in the corresponding dialplan procedureDialing answer delay time: number of beeps that the gateway hears during an incoming call before calling the number set up in the line “Hotline Number”. This parameter should be set up at 2, if you want to show caller ID, if not, it should be set up at 0.

After you have added the gateways in WMS > Devices, related trunks appear in the menu Trunks with default parameters. Edit trunk parameters, if needed.


Hunt groups

Create groups of trunks and edit the priority of routing the calls via every group

“+” : add a new hunt group“-” : delete an existing hunt groupEdit (same as a double click on the entry): edit an existing hunt group

Create hunt groups (groups of trunks)

• Press “+” → enter Name and Description (optional)• Press “+” at the bottom of the window to add trunks

• Use the buttons to change the priority• You can Remove or Prepend a number of digits, set up the Max. concurrent calls allowed

on each trunk and define the TimeoutThe option that allows you to Prepend or Remove digits in HG configuration does not perform Number normalization, it means that in call History and CDR the original number is shown.

• Press “Save” to apply the changes

EXAMPLE

If you set up the system to route the calls via this Hunt group: the call goes through GSM trunk, if it’s busy, BRI trunk is used.

You can set up the system to route the calls through this trunk (“GSM”), when the called number is a mobile number: edit the needed dialplan procedure in Dialplan > Dialplan rules


Dialplan menu

Dialplan rules

Create rules for routing incoming and outgoing calls

“+” : add a new procedure“-” : delete an existing procedureEdit: edit an existing procedure

By default there exist two procedures: main (External dialplan) and users (Internal dialplan).

Every entity that makes a call, requires association to some dialplan procedure. Trunks are usually associated to the external dialplan procedure (main), while users are associated to some internal dialplan procedure (users).Many operations require or allow association to another dialplan procedure. Create more dialplan procedures when necessary, and set up one dialplan procedure to jump to another procedure at a certain step. For example, you can enable the “main” dialplan procedure to jump to another dialplan procedure during the time when the office is closed.

Create a Dialplan procedure

• Press “+” and enter the name and Description (optional)

• Specify the called number • Select an operation from the list (click on the field “Jump to”) To add more operations to be performed one after another on the call, press “+”


• Add more called numbers if needed, by pressing “+” in the bottom of the window

The buttons allow you to change the order of the operations performed on the call• Add “Included procedures” if needed (they are analyzed in the end)• Press “Save”

Syntax for the called number“Called number” can be substituted by special characters or series of numbers. For instance, if the called number is 1220, operations are applied only to this called number.If we substitute the called number 1220 with 12XX, operations are applied to all the numbers consisting of four digits, starting with 12.

Special charactersX (maiuscolo) : any digit from 0 to 9. (point) : any number of digits from 0 to 9[ ] : any number inside the brackets EXAMPLES:0. : all the calls from the numbers that start with 0 and with any other successive digits (typically used for direct calls to the public line)1XX : all the calls from the numbers starting with 1 followed by two other digits, e.g. 122[37]2X : all the calls from the numbers that start with 3 or 7, followed by digit 2 and by any other digit, e.g. 326X. : all the calls from any numbers (starting with any digit followed by any number of digits)

“Default” destinationDefault destination includes all the possible cases. This option should be used with care. Normally it serves to give the message to the user that the number dialed was incorrect.

Dialplan operationsMany operations allow the change of the called number or the caller number:For instance, select Set → Called number → Set:the caller number is 0323111Remove: 2 → 23111prepend digits: 00 → 0023111Custom: 1234 → 1234 (insert any number)

Call control Answer the call: makes the system answer the call


Authenticate user: asks the caller for the user password, you can set up the system to ask for the password associated to another user if you indicate another user in the parameter “caller number”; you can set up the system to ask for the password only if phone is blocked.

Correct called number: verifies if the called number contains international prefix, and if it’s the one defined in Dialplan settings. If matched, the prefix is substituted by the parameter indicated in “outgoing prefix”. If the international prefix is not recognized, “+” is eliminated, outgoing prefix and international prefix are added.

Hunt group: routes the call through the specified Hunt group. You can change the called number.

Dial the phone: routes the call to the selected userFor instance, call coming from 012345678 should be routed to the user 100: Set number → Custom: 100

Call coming from 012345633 should be routed to the user 133, call coming from 012345632 should be routed to the user 132, etc: Set number/remove “7”, prepend digits “1”

Call through remote PBX: routes the call through another PBX of WMS Network. As a rule, this option is used to route the call through another trunk at minor cost.

Dial the trunk: routes the call through the specified trunk

Hangup: terminates the call

ServicesAutomatic Callback: makes an auto callback

Conference: puts the call into multiconference. You can authenticate the user via another dialplan operation “Authenticate user”

Fax to email: answers the call using FAX Server and sends the fax to email or to the user, indicated in “set”

Intercom: the phone indicated in “number” answers automatically in speaker mode and you can talk to the user without his intervention

Page group: similar to “Intercom”, but applied to a Paging group


Record call: records the call and sends the record to the specified email/user. A copy of the conversation is also sent in the folder defined in Storages in Settings menu. Press “Set” to set up the system to start the recording only after the call has been answered.

Call group: sends the call to the specified Call Group; set “Message for operator” to play an audio file to the user before the call is answered. Enter the value in seconds into the field “Timeout”: if a call is not answered by a callgroup within a specified timeout, the system proceeds to the next step of a Dialplan procedure.

Go to voicemail: routes the call to the voicemail. Press “Set” to specify

Voicemail access: accesses the voicemail number specified

ConditionsDetect fax: answers the call and within a timeout specified in “fax detect time” waits for the tones of a remote fax. Usually 3 seconds is enough. If the fax is detected, the call is passed to another procedure with the possibility to change the number.

Jump to: jump to another procedure with the possibility to modify the number

Jump to if 3 state switch is on: Set up 3 state switch in WMS > Dialplan > Timetables and Switches. Three states of the switch correspond to green, red or blinking BLF of the phone. This option allows jumping to another procedure depending on the state of the switch. If the switch is off, the dialplan proceeds to the next step.

Jump to if congested / busy: analyzes the result of the last made call. If the “state” (BUSY, NOANSWER, CONGESTION, CHANUNAVAIL.) corresponds to the call, dialplan jumps to another procedure with the possibility to modify the number. If no match was found, dialplan proceeds to the next step.

Jump to if call type is: verifies the type of call, if matched, jumps to another procedure with the possibility to modify the number.

Verify number of calls: sends the call to another procedure and number, if the number of calls exceeds

Jump to if switch is on: verifies the state of the switch (set up in Dialplan > Timetables and Switches). If the switch is on, the dialplan sends the call to another procedure and number, otherwise proceeds to the next step

Verify timetable: checks if the actual time and date match the interval specified in the timetable (set up in Dialpan > Timetables and Switches). If matched, the call is passed to another dialplan procedure, if no, proceeds to the next step.


Verify caller: if the number or the caller name contains certain symbols, the dialplan sends the call to antoher procedure and number.

Contacts Lookup caller name in phonebook: looks for the caller number in the specified phonebook, if the match is found, sets up the caller name. In case of multiple matches, the first contact found is used. It’s possible to correct the called number.

Lookup called name in phonebook: same as Lookup caller name, but applied to the called name.

Mobility extension lookup: if the caller number (modified in parameter “number”) corresponds to the mobile number of one of the users, dialplan passes the call to the procedure predefined for the outgoing calls of this user, as if the call was made from his office number. User is asked to enter the number and the call is treated as a usual outgoing call made by this user. In “Options” you can set up the system to hang up, when the user’s mobile number is recognized, and make an automatic call back to make the call free for the user.

Sound/IVR: Play sound and wait for digits: answers the call and plays a specified audio file. During the playback, the system analyses the DTMF tones received and looks for the corresponding number in the current dialplan procedure or in included procedures.

IVR: starts the execution of the selected IVR (set up IVR in Dialplan > IVR)

Play sound: reproduces an audio file to the user

Wait for digits: same as “Play sound and wait for digits”, normally is used to give more time to the caller after the audio file is reproduced

Set: allows to set up different parameters related to the current call

Included procedures:E.g.: we want to differentiate national and international calls. “0.” is the prefix for the external line engagement, “000.” indicates international call. But “0.” is also valid for “000.”, thus the conflict can appear. In this case we can create one procedure “National” for the called number “0.” and another procedure “InternationalCalls” for the called number “000.” and make the system check “National” procedure in included procedures of “InternationalCalls”. Thus the system first verifies if the number starts with 000, if not, verifies if it starts with 0.


Call groups

Create the call groups to receive the calls and to manage the strategy of call distribution to the group members

“+” : create a new group“-” : delete an existing groupEdit : add or delete the members of the groupEdit strategy: change the strategy of calling the users in the group (simultaneously, one by one, set up timeout, etc)

Create a call group

• Press “+” to add a new Call Group → enter a name → add users to the group by selecting them and pressing “>>” → press “Save”:


• Select the group and press “Edit strategy” to set up the strategy of distributing the calls to each member:

Timeout: timeout in seconds for every incoming call, when timeout exceeds, Dialplan continues to the next stepAnnounce frequency: enable notification of the position in the queue to the caller Announce hold time: if enabled, other than notification of position in the queue, notifies the caller of the estimated time limit before the responseWrap up time: set up the timeout between the calls for one operator Max length: maximum number of calls in queue, when the number is exceeded, other calls are not put to the queue but are routed according to the next step of the dialplanDialplan: this dialplan procedure starts in case the caller presses a key or a number of keys corresponding to the valid destination existing in the same dialplan procedure that had routed the call to this Call group Strategy: set up the way the calls are distributed to the members of the call group

Paging Groups

When calling a Paging Group, the preferences of each user are not taken into consideration, the call comes to all the members at the same time and is answered automatically in a speaker mode

Create Paging Groups and add users in the same way as in Call Groups


Timetables and Switches

Timetables and switches can change the behavior of the system: create timetables and switches and set up the dialplan to verify them before routing the calls

Below each table you can find the buttons relative to the table:“+”: add a timetable or switch“-“: delete an existing timetable or switchEdit (or double click on the relative line): edit an existing timetable or switch

Each switch and timetable appears on the list with ID, Name and State.

The page is subdivided into three tables: Timetables / Switches, Switches and 3 State Switches

Timetables and Switches

Create a timetable

Press “+”, enter a Timetable Name → set up the state (never active, check time, always on) → set up Days of the week (from, to), Start time, End time, Month and Year

EXAMPLE:

According to this table, the office is closed from Monday to Friday from 00:00 till 09:00:00, from 13:00 till 14:00, from 18:00 till 23:00 and all day long on the weekends

Now you can make the External dialplan procedure check the timetable:

Note that you should first create the corresponding dialplan procedure:


Switches

Create the switches to be checked by the Dialplan. For example you can create the Switch for the national holidays and use it only during the holidays, so that all the calls are sent to the Voicemail during these days.

You can view the status of the switch from your phone, by setting one of the memory keys as Switch (Users → Edit preferences → Settings → Function keys → Switch OR in CTIconnect → Settings → Function keys, Switch; don’t forget to insert the ID number of the switch that you want to turn on).You can change the status from your phone (press the Function key or dial the Feature code) or from the WMS interface (select the Switch and press “Edit”). If memory key for the Switch is not set up on your phone, you can dial the feature code 93 to change the status of the switch from the phone.

3 State Switches:

Same as a usual Switch, but with the third status “Extra”.

Same as for the Timetable, you can set up the Dialplan to check the status of the Switch before routing the call to some destination (via the dialplan operations Jump to if Switch is on, Jump to if 3 State switch is on)


IVR

IVR is an interactive audio menu with multiple options

“+” : add a new IVR“-” : delete an existing oneEdit: edit an existing one

Create the sounds for IVR in the upper menu of WMS (Sounds):

Create an IVR

• Create a new IVR and give it a name• The new branch of the tree is created automatically, where the user enters when he

accesses IVR menu.• Click on the IVR and press “+” to add the branches

Number: the DTMF code the caller selects

Item type:Action: defines a node as a leaf; when the user selects this way, it terminates the IVR.

- Dialplan procedure: the dialplan procedure that takes action after the user has selected the option

- Called number: the number sent to the specified dialplan procedure

Sub menu: define an intermediate node or a node containing one or more selectable options


Feature codes

View and edit the feature codes used by the system

You can change a feature code by entering a new value into the field → press “Save” to apply

General Settings

Edit the general Dialplan settings

By default you can find the optimal settings on this page.

Normally you should change the settings if the PBX is used in another country, not Italy, or if the phone operator requires such changes.

Parameters:Prefix for external line: code to call national and international numbersInternational Prefix: prefix for international numbersNational Prefix: prefix for national numbersCountry Code: for the correct routing of incoming and outgoing callsInternal call default timeout: default timeout after which the call to another user is sent to voicemail (if enabled) or is terminatedFirst digit timeout (secs): timeout after which the call is terminated in case there is no input, time countdown starts when the headset is raisedInterdigit timeout (secs): timeout in seconds after which the number is called automatically in case the key ”Send” or # is not pressed on the phoneQuality of recorded voicemails: choose the optimal quality and size (the best quality - large size)Quality of calls recordings: choose the optimal quality and size (the best quality - large size)Pre answer services: enable pre answer services accessible with relative feature codesSet dialplan variables: Set custom dialplan variables. E.g.: GDIAL_TIMEOUT=600Set quick dial patterns: set custom dial patterns. It should be modified if the internal numeration is different from 1XX or 2XX.


Dialplan configuration examples

External dialplan

Main procedure by default

EXAMPLE:

When the call comes to the numbers 04611715110 or 04611715111:

• The system sets up the caller name

• Checks mobility extension

• You can set up the dialplan to make an automatic callback to the user. Press “Options: Set” → enable “Hang up and call back to the caller” → press Ok:


• If fax is detected within a timeout of 5 seconds, another procedure starts (only for called number 04611715110)

• Verifies the switch “holidays”, if it’s on, jumps to procedure “office_is_closed”, if not, proceeds to the next step

The corresponding procedure should be previously created, for example:

- The message is played, informing the caller that the office is closed- The caller is sent to voicemail

• Verifies the timetable “ClosedUkraine”, if matched, jumps to procedure “office_is_closed”, if not, proceeds to the next step

• Routes the call to the call group “Administration” (for 04611715110) or “Sales_department” (for 04611715111) if not responded within the timeout of 15 seconds, proceeds to the next step

• Plays the sound informing the caller that operators are busy

• Jumps to procedure “Voicemail” (which should be previously created by you)

Example of DISA

• When calling the number 04611715112, the caller hears the message inviting him to dial digits (internal number)

• The caller dials an internal number consisting of three digits and the system puts him in contact with the needed user


Example of a remote script

All the Wildix machines can interact with the external programs using the AGI interface. You can write a PHP script that includes phpagi library (already present in the WMS) and access the scripts via dialplan procedures.

An example of the script:

The script between the symbols “?” makes the PBX pronounce the number 1234, then calls the user 208 and then reproduces the audio file “euros”

The file is saved in the directory /var/www/scripts and this path should be indicated in the dialplan procedure:


Internal Dialplan

Users procedure by default

EXAMPLE:

Example shows programming the system to route outgoing calls to mobile numbers and ISDN line numbers via two different Hunt Groups.

Call through remote PBX

You can set up the outgoing calls to go through a remote PBX (for instance, if you need to call to Italy from France):

When Italian prefix is entered, the call goes through a remote PBX (Italian trunk)


First time use of the PBXFollow the steps below for the initial configuration and activation of your PBX

Change admin user password

Change the default password of the admin user:Go to WMS using default access parameters → Users menu → select admin user → press “set password” → enter the old password (wildix by default) → enter the new password twice → enter SIP password

SIP password should be complicated to ensure the security of the PBX. It's used only for the registration of the devices that are not supported by the provisioning system.

All the other passwords can be transformed into digits, if required during the call (login, voicemail access, etc...). You should enter the password transforming every letter to the numeric digit, e.g. WildixWMS20 becomes 94534996720.

Select the network scenario

Before modifying the network settings, you should choose the network scenario. Basic parameters for selecting the correct settings are the following:• data network and voice network separated (recommended) or shared• VLAN parameters assigned to the phones and PBXs • one or more gateway available for the Internet access • network subnet used by the already existing data network• availability of the DHCP server existing in the network if any

Based on this information it's possible to outline three most common scenarios among all the possible ones:


Shared data and voice networks

In the scenario of shared data and voice networks, the single connected port is ETH0, it receives the IP address from the DHCP server existing in the network.

In Settings → System → Network, set up ETH0 interface enabling the option “Configure the address with the DHCP client” . Two remaining interfaces should remain disabled (State: disabled).

After applying the changes to the network settings, the IP address assigned to the PBX could have changed. Verify that the IP is correct on the leases list of your DHCP server.

Separated data and voice networks

In this scenario the PBX is used as a DHCP server for the devices of the telephone network. ETH0 port is configured as DHCP client, while the ETH1 port should be set up with the static IP with the DHCP server enabled. The default address of the ETH1 port is 10.135.0.1.

Set up ETH0 enabling the option “Configure the address with the DHCP client” and set up ETH1 with the static IP (default: 10.135.0.1/16).


After applying the changes to the network settings, the IP address assigned to the PBX could have changed. Verify that the IP is correct on the leases list of your DHCP server.

Check for connection, activation and upgrade

After modifying the network parameters, the PBX can connect to the Internet. First of all, check that the PBX time is correct and if possible, synchronize with the external NTP server (Settings → System → NTP Server) . Enable the support service, proceed with license download and the last upgrades available (Settings → Tools and Utilities → Activation / Licenses; Upgrade).

Set up the parameters to manage the calls

Go to Dialplan → General Settings and define the following parameters: timeout for the call if not answered, international prefix for the country where PBX is installed, prefix to select the standard line and other parameters.

Set up the parameters of the RTP and SIP protocol

Go to Settings → PBX → SIP-RTP and modify the parameters which PBX uses to “communicate” with the connected devices. The audio codec, for instance, is automatically selected by the software according to the several simple rules that recommend the narrowband codec usage for the slow connections and wideband codec for the high speed connections (like LAN). It's fundamental for the phone or remote gateway usage to start the automatic external IP research or to define the IP address in static mode.


Enable storage services

Go to Settings → System→ Storages.

You should use the USB Key Storage to save such files as:• Voicemail• CDR• FAX• Backup• CTIconnect

After you insert the USB memory key (2GB Wiildix memory key is sufficient), press the button “Initialize”. Three partitions are created with the relative services enabled. Select in the menu one of the additional services which are not yet enabled, press the button “+” to enable them.

Enable CDR

Go to Settings → PBX → CDR and enable CDR for the correct usage of CTIconnect. Any user can view the event log based on his user number (made, received, missed calls, voicemail, fax) and view graphically the general database.There are four different options of saving the CDR, all of them can be enabled simultaneously. Select the submenu CDR Sqlite in the CDR and enable the option. After the changes are saved, you receive a notification about the startup of the service.Select the database for CTIconnect in CDR Settings submenu. In our case you should also select Sqlite and press “Save”.

Define the parameters of the DHCP server

Go to Settings → System → DHCP server. If the chosen network scenario uses the service of the DHCP server of the PBX, verify that the options of the service are enabled with the correct settings.Define the IP range to the client's disposal, IP addresses for the DNS service, NTP and WINS (if the IP is omitted, the PBX makes the relay for the various services). This way you can customize all the options for the server.

Now the initial PBX configuration is over and you can proceed with adding users, configuring the devices, adding SIP trunks, creating Dialplan procedures for routing incoming and outgoing calls.


wms3.0 quick guide - wildix.com · wildix management system (wms) is the engine and the admin web...

Documents