Page 1 OWERED BY SS1000 - ADMINISTRATOR GUIDE Version 2.0.130 I S I T W I T C H C O M...
Page 2 SolSwitch – Administrator Guide...
Page 3: Table Of Contents
SUNWIRE INC. Table of Contents INTRODUCTION ............................. 9 SYSTEM OVERVIEW ............................. 10 SS1000 Hardware Specifications ......................10 SS1000 Power Specifications ........................10 SS1000 Hardware Details ........................10 CONNECTING THE SOLSWITCH ........................10 Connecting the Power..........................10 Connecting the Network ......................... 11 Console Access ............................
Page 4 Recording Backup ........................... 21 SIP Packet Post API ..........................21 SIP Servers ............................... 22 SMTP Settings ............................22 SNMP Configuration ..........................22 SolSwitch System Updates ........................22 Static IP Routes ............................22 Toll Management ............................ 23 Trunks and Routing ..........................24 Voicemail to Email Settings ........................
Page 5 SUNWIRE INC. PHONE SYSTEM SETTINGS .......................... 43 911 Information ............................43 Caller ID Routing ............................. 43 CID Override ............................44 DID Routing ............................. 45 Extensions ............................... 45 Extension Speed-Dial Settings ......................... 50 Fax to Email ............................. 51 Fax Switch ............................... 51 Find-Me Follow-Me ..........................
Page 6 CDR Report Builder ..........................80 Current Calls ............................81 Extension Time Report ..........................82 Live Agent Stats ............................82 Live Stats Report ............................. 83 Live Queue Stats ............................. 83 Queue Agent Busy Report ........................84 Queue Alerts ............................84 Queue Call Breakdown..........................85 Queue Call Reason Report ........................
Page 7 SUNWIRE INC. Login/Logout of Queue ........................... 97 Agent Ready/Not Ready .......................... 98 Call Monitoring ............................98 Silent Mode ..........................98 Coaching Mode ........................... 98 Barge-In Mode ..........................98 Paging Groups ............................99 Anonymous Calling ..........................99 Call Transfer ............................99 Telephone Feature Codes ........................
Page 8 SolSwitch – Administrator Guide...
Page 9: Introduction
Sunwire’s system is especially suited for businesses whose offices and employees are dispersed geographically and are looking to increase voice communication without incurring long distance charges. Sunwire Inc. will develop custom software packages and provide IT services to improve the efficiency, effectiveness and productivity for our clients’ businesses.
Page 10: System Overview
SYSTEM OVERVIEW SS1000 Hardware Specifications Form Factor: 1U Rack Mount Processor: Intel Xeon E3 3.1GHz HD Storage: 500 GB (Hardware RAID 1 / Mirroring) RAM: 8 GB Solid State Drives (SSD): Optional Expansion Slots: 1 Dimensions: 16.8" x 14" x 1.7" (W x D x H) Power: 260W / 120V Power Supply SS1000 Power Specifications Idle...
Page 11: Connecting The Network
SUNWIRE INC. Connecting the Network On the back of the SolSwitch, you will find two network interfaces. The left interface is eth1 and the right interface is eth0. By default, eth0 is configured statically with IP address: 10.10.10.1/255.255.255.0. Eth1 is configured for DHCP. Connect the interfaces to your network accordingly.
Page 12: Setting Up Solswitch Users And Permissions
SETTING UP SOLSWITCH USERS AND PERMISSIONS From the Main Menu, click the Portal Security icon. Portal User Types Set your different types of users so that you can give them particular permissions. Portal Permissions In this section, you control permissions for each portal user type by selecting the corresponding checkboxes.
Page 13: Configuring The Solswitch
SUNWIRE INC. CONFIGURING THE SOLSWITCH From the Main Menu, click the Advanced Tools icon. 911 Provider Configuration The SolSwitch has built-in support to control 9-1-1 address information. If you subscribe to 9-1-1 services from Northern 911 or Digital Conceptions, you will be provided with API access credentials which should be entered here.
Page 14: Backup & Restore
Click the "Add New Access List" button to add a new entry, or press the Edit icon to modify an existing entry. For each Access List you must specify the following: Access List Name: To describe the purposes of this entry. Allow From IP address: Enter the IP address to allow access.
Page 15: Customer Management
SUNWIRE INC. Restoring a Backup: In order to restore a SolSwitch, you must have a backup file of the same version. Click the ‘System Restore’ button, select the backup file and wait while the file is uploaded and the system is restored.
Page 16: Line Card Configuration
• The SolSwitch Guardian monitors call patterns and volumes and will alert the administrator if unusual activity occurs. Line Card Configuration The SolSwitch supports Digium analog and digital line cards. Line cards are configured in this section. Miscellaneous Settings Web Address: If your system is behind a router, specify the external IP address or host name used to access the web interface.
Page 17 SUNWIRE INC. Customer Usage: This icon will be displayed if the Service Provider License was purchased. Select a customer and time range in order to generate usage graphs. The graphs display inbound, outbound and internal calls. Right click the graph to zoom out or click and drag to zoom in.
Page 18 Memory Usage: This section shows a graph of the system memory usage over a specific date/time. Portal Activity: This section is used to pull web interface activity logs. Data includes date, time, username, IP address, feature accessed, as well as HTTP GET and POST data. Real-Time Log: Allows the administrator(s) to view real-time call and provisioning activity on the SolSwitch.
Page 19 SUNWIRE INC. System Status: Shows current calls in progress, total processed calls and current uptime. This option also allows you to remotely restart or shutdown the SolSwitch. The Graceful Shutdown button will wait until all calls are completed before shutting down.
Page 20: Nat Settings
UDP Usage: A graph that displays the amount of UDP ports being used by the system for any given time period. Right click the graph to zoom out or click and drag to zoom in. NAT Settings You must complete this section if your SolSwitch is behind NAT and you intend to use a SIP device outside of the network.
Page 21: Network Interfaces
SUNWIRE INC. internal network is 192.168.0.0 to .255 then you would specify 192.168.0.0 as Internal Network IP and 255.255.255.0 as the Subnet Mask. Network Interfaces This section is used to specify IP information for each of the SolSwitch’s network interfaces as well as DNS information.
Page 22: Sip Servers
To enable API Post on a SIP account, go to Main Menu > VoIP Provisioning > SIP Accounts, select Edit for the SIP account you want to monitor and set "SIP Post API Enable" to Enabled. The change can take up to a minute to take effect.
Page 23: Toll Management
SUNWIRE INC. Toll Management To use this option, you must have purchased the Service Provider License. This section is used to configure call accounting plans. Toll Rate Lists: Specify the names of each individual rate list that you will be offering customers. For example, retail or wholesale.
Page 24: Trunks And Routing
minimum. For example, with 30/6, a 10 second call will be billed as 30 seconds and a 31 second call will be billed as 36 seconds. Unlimited Local Calls: Local calls will be determined using the extension Caller ID and rate centers set up on the system.
Page 25 SUNWIRE INC. • Trunk Name: Specify the name of the trunk • Description: Information purposes only • Call Limit: The trunk will be limited to this many calls. Enter 0 for unlimited. • Record: Enable this option to record all calls passing through this trunk.
Page 26: Voicemail To Email Settings
mark will be displayed next to your default route in the Route Groups list. To edit an existing route group name, click the Edit icon. To manage a route group, click the Manage icon. Adding Routes: Each entry in the Route Group table is capable of supporting unlimited routes. To add a new route, click the ‘Add New Route’...
Page 27: Voip Provisioning
Provisioning is a way of remotely programming specific settings on a device. Provisioning is supported on the following device types: Aastra, Cisco, Linksys and Polycom. Provisioning is available via HTTP or HTTPS. Please contact Sunwire for additional information regarding configuring SSL certificates. SolSwitch – Administrator Guide...
Page 28: Feature Profiles
Feature Profiles Feature profiles are a way to configure specific settings on an individual or multiple devices. Once feature profiles are created, they must then be selected and attached to the appropriate device in the Device Provisioning section. To add a new feature profile, select the proper device brand and click the ‘Add New Profile’...
Page 29 SUNWIRE INC. ▪ Custom: When specified, the custom text box will appear where a value can be specified. When pressed, the corresponding DTMF for the value will be initiated. ▪ End Call: Ends the current call. ▪ Hold: Puts the current call on private hold.
Page 30 SolSwitch – Administrator Guide...
Page 31 SUNWIRE INC. Aastra Feature Profile: You are able to copy one Aastra profile to another, within the list view, as well as import and export Aastra feature profiles. The following options are available for the Aastra feature profiles. • Profile Name: For informational purposes only •...
Page 32 ▪ BLF (Busy Lamp Field): This option is used to provide live status of other extensions on the system. ▪ BLF/Xfer: This option is the same as above, although pressing the button will call the specified Value. ▪ Callers List: If used, when the button is pressed, phone call logs will be displayed.
Page 33 SUNWIRE INC. Cisco Feature Profile: The following options are available for the Cisco feature profiles. • Profile Name: For informational purposes only • Branding: Used to display the companies brand name on the phone. • Show Missed Calls: Specify whether or not the phone set should display missed calls.
Page 34 Yealink Feature Profile: The following options are available for the Yealink feature profiles. • Profile Name: For informational purposes only • Show Missed Calls: Specify whether or not the phone set should display missed calls. • Enable Call Waiting: Whether or not to allow incoming calls while phone is in use. •...
Page 35 SUNWIRE INC. SolSwitch – Administrator Guide...
Page 36: Directory Profiles
Linksys Feature Profile: The following options are available for the Linksys feature profiles. • Profile Name: For informational purposes only • Show Missed Calls: Specify whether or not the phone set should display missed calls. • Enable Call Waiting: Whether or not to allow incoming calls while phone is in use. Directory Profiles Directory Profiles are pre-defined speed dial lists.
Page 37: Sip Accounts
SUNWIRE INC. Adding/Editing a Directory Profile • Profile Name: For information purposes only • Add New Directory Listing: To add a new directory listing, click the ‘Add New Entry’ button. o Label: Text to appear on phone next to button.
Page 38: Device Provisioning
▪ Blocked IPs: Block IPs from using the SIP account o Static: Most commonly used for trunks when the SIP peer has a static IP. ▪ Name: Specify the name without spaces for this peer ▪ Host: Static IP address or host name of the peer ▪...
Page 39 SUNWIRE INC. Adding/Editing Device Details: • Device Info o Name: For information purposes o MAC Address/Identifier: The MAC address or identifier of the device you are adding to provisioning. • Provisioning o Authentication: Whether HTTP authentication should be used or not.
Page 40: Provisioning An Aastra/Mitel
Viewing Provisioning Status: Click on the ‘Refresh’ icon on the corresponding device to view its provisioning status. Administrator(s) also have access to real-time provisioning logs under Main Menu → Advanced Tools → Monitoring and Debugging → Real-Time Log. PROVISIONING AN AASTRA/MITEL Configuring the SolSwitch See VoIP Provisioning section before configuring a phone.
Page 41: Configuring The Phone
SUNWIRE INC. Configuring the Phone Use the following directions to configure a Polycom phone: 9. Press the Menu Key 10. Select Settings 11. Select Advanced (Password 4-5-6, and enter. For V5.6 Polycoms, enter 6-5-4) 12. Select Admin Setting 13. Select Network Configuration 14.
Page 42: Rebooting An Ata
7. Click ‘Submit Changes’ Rebooting an ATA Software changes to an ATA will require a reboot. Unplug the power cable and plug it back in to initiate a reboot. PROVISIONING A Grandstream Configuring the SolSwitch See VoIP Provisioning section before configuring an ATA. Configuring the ATA Use the following directions to configure a Grandstream ATA: 1.
Page 43: Phone System Settings
SUNWIRE INC. PHONE SYSTEM SETTINGS The Phone System Settings section is where the majority of the PBX and phone features are configured. 911 Information This section should only be used when 911 Provider Configuration has been setup under Advanced Tools. Every DID configured will be displayed here with the ability to create, edit and delete that DIDs 911 record.
Page 44: Cid Override
o CID: Creates the routing based on the incoming CID number. o Rate Centre: Routes the call based on the Rate Centre the call is coming from. • CID Number/Rate Centre: If the type chosen is CID, then enter the 10 digit CID number you would like to match.
Page 45: Did Routing
SUNWIRE INC. DID Routing This section allows you to route incoming calls for each of your DIDs. If you do not see the DID you would like to route, ensure it has been added under the Advanced Tools’ Trunks and Routing menu.
Page 46 Additional information on what each of these fields do can be found below. Note: The CSV file must have the header line. The tool will always skip the first line of the CSV file. Adding Individual Extensions: Individual extensions can be added using the ‘Add New Extension’ button.
Page 47 SUNWIRE INC. • E911 Caller ID Number: If 911 Information has been configured, all calls made to 911 will show the 911 provider the number specified in this field. • CID Internal Override: Use this field to override caller ID number on internal calls. If this field is left blank, the extension number will be used for caller ID number on internal calls.
Page 48 • Privacy Enabled: If enabled, this extension cannot be monitored by extensions that have Call Monitoring turned on. Also, all recorded calls will not be made public in the Call Detail Records report; they will only be emailed to the address specified in the Record Notify Email field. •...
Page 49 SUNWIRE INC. SolSwitch – Administrator Guide...
Page 50: Extension Speed-Dial Settings
Extension Speed-Dial Settings Extensions -Dial Keys can be added and managed from your telephone set or through the portal. Speed dials can be from 1 – 999. All speed dials are preceded by ‘0’. Therefore, to call speed dial 1, you would simply dial: 01.
Page 51: Fax To Email
SUNWIRE INC. Fax to Email Fax to Email is a feature where incoming faxes to a specified number will be converted to PDF and emailed to a particular address or addresses. In order to add a Fax-to-Email, there must be an unassigned DID available.
Page 52: Find-Me Follow-Me
Find-Me Follow-Me The SolSwitch has the ability to look for a user by calling a succession of extensions or numbers while keeping the incoming call on hold. You can have as many find-me numbers as you like. In order to add a Find-Me Follow-Me route, click the ‘Add New’...
Page 53: Interactive Voice Response (Ivr)
SUNWIRE INC. Interactive Voice Response (IVR) IVR, also known as auto attendant, is a computerized phone system that enables a person, typically a telephone caller, to make a selection from a voice menu. The selection is made using keypad entries.
Page 54 • Extension Number: Enter an available extension number for your IVR. • Name: Enter a name you wish to associate with your IVR for reference purposes (i.e. Daytime IVR, Closed IVR, French IVR, etc). • System Recording: Select the pre-recorded System Recording you would like to use for when people enter the IVR.
Page 55: Api Digit Validation
SUNWIRE INC. API Digit Validation API Digit Validation (DV) is similar to an IVR except that the location that the call is routed to is determined by an external API. For example, a user calls into the DV and is asked to enter their telephone number. The digits entered by the caller are sent to an external API for validation.
Page 56: Meet-Me Conference (Basic)
The external API should be programmed to respond with a single word in clear text. In the Response section, you would enter all the possible words and specify the location to route each word. For example, if we wanted to validate a phone number, we may have two responses. The first response may be “SUCCESS”...
Page 57 SUNWIRE INC. • Listen Only: Listen only mutes all regular users so that only the administrators may talk. This can also be done by the administrator using *96 in a meet-me room to mute all participants and *97 to un-mute all the participants.
Page 58: Meet-Me Conference (Advanced)
Meet-Me Conference (Advanced) This feature allows you to create a conference room which allows multiple people to call in and join a phone meeting. Advanced allows users and administrators to have their own pins if they choose to. In order to create an Advanced Meet-Me Room, click the ‘Create Conference’ button and select ‘Advanced’ as the Conference Type.
Page 59: Meet-Me Conference (Feature Codes)
SUNWIRE INC. Meet-Me Conference (Feature Codes) There are feature codes available for Meet-Me conferences. These options include: mute/un-mute options, lock/unlock options, participant count options and record options. Please consult the Telephone Feature Codes section of this manual under CALL FEATURES for a complete list.
Page 60: Music On Hold
Operator Destination: When a device from inside the phone system dials ‘0’, this is where the call will be routed. This is useful for hospitality industries where users dial 0 to reach an internal operator. The second setting here is a 911 Notification tool. 911 Dialled Notification: This setting allows you to configure the system so that if anyone dials 911, a notification is sent out to a destination set here which announces a custom recording from the System Recordings section.
Page 61: Paging Groups
SUNWIRE INC. Adding a Music Playlist: If the source is set to ‘Files/Playlist’, you must first save the class before uploading files. Once the class has been saved, you will have the ability to upload files in WAV or MP3 format.
Page 62: Parking Lot Details
Parking Lot Details This section is where you configure the extension range that you would like associated with parking lots. • Parking Lot Range: Set the range of allowed parking lots (recommended start: 50) • Reminder Interval: The time between each park reminder. •...
Page 63 SUNWIRE INC. • Forward All Calls: This allows you to forward all calls that go to a queue to a specific internal location on the switch. If it is to go to an external number, simply use the Virtual Extension feature.
Page 64 • Callback Fail Notify Email: If a callback fails all of its attempts, a notification will be sent to the email address entered here. You can enter multiple email addresses separated by a comma. • Use Call Reason Codes: If ‘Yes’ is selected, at the end of each call, the SolSwitch will request the agent to enter a reason code for that call.
Page 65 SUNWIRE INC. SolSwitch – Administrator Guide...
Page 66 After saving a newly created Queue, you will be given the ability to add members to the queue. Adding Members to a Queue: A new table will now be visible to the right of the Queue Details. Add members by selecting extensions and clicking the ‘Add New’ button next to that extension. The penalty section here is used to determine a priority on who should be called first.
Page 67: Reason Codes
SUNWIRE INC. Reason Codes There are different reason codes that could be set and required from users based on the phone action or activity. Busy Reason Codes Located under Phone System Settings → Reason Codes, Busy Reason Codes are used when agents toggle their ready/not ready status.
Page 68: Ring Groups
Ring Groups For companies set up with different divisions or departments, Ring Groups can further improve communication and call efficiency. They are very similar to queues although with a little less customizability. Incoming calls can be redirected to a designated group of extensions, enabling a busy call centre to answer all calls promptly.
Page 69: Scheduled Routing
SUNWIRE INC. Scheduled Routing The Scheduled Routing feature allows you to created Scheduled Routes based on date spans. Multiple scheduled routes can be configured to match any schedule. To create a new Scheduled Route, click the ‘Add Scheduled Route’ button. You can also import a list in the form of a CSV file.
Page 70 Importing a Scheduled Route: SolSwitch – Administrator Guide...
Page 71: System Recordings
SUNWIRE INC. System Recordings MP3 audio files of IVR or Queue greetings, product announcements, company news, business hours, etc are uploaded here. Creating a System Recording: Click the ‘Add System Recording’ button and enter a name for your recording. Set the ‘Active:’ field to ‘Yes’ in order to enable the recording.
Page 72 • Time Rule Group Name: Enter a name to identify this group of Time Rules. • Time Rule Description: For reference purposes. • Toggle Extension: Calling this extension will toggle this Time Rule from open to closed or closed to open. •...
Page 73 SUNWIRE INC. The image above shows that this particular range rule will open Monday, Tuesday, Wednesday and Thursday at 8:00AM and will close Monday, Tuesday, Wednesday and Thursday at 5:00PM. Creating a Range Rule based on Month and Day (such as for holidays); the following format would be followed: SolSwitch –...
Page 74 Multiple rules can be used in conjunction with each other in order to adjust the time rule properly. Instance Rules: An instance time rule does not have a start and end point to the rule. It simply opens or closes a rule based on weekday or based on month and day. Multiple instance time rules can be used as well.
Page 75 SUNWIRE INC. Another example of an instance rule, using the month and day format, would be configured similarly to the following: Following the configuration of all the rules within the Time Rule group, a ‘Rule Calendar’ is displayed on the Time Rule group page displaying when the Time Rule is scheduled to be open or closed.
Page 76: Virtual Extensions
Virtual Extensions A virtual extension allows you to create an internal extension number that is attached to an outside telephone number. Therefore, in order to reach an external number; internal users would simply need to dial the appropriate extension. To add a new virtual extension, click the ‘Add Virtual Extension’ button.
Page 77: Voicemail
SUNWIRE INC. Voicemail Voicemail on the SolSwitch is treated as a standalone feature. Each voicemail is given its own extension number so that it can be used in any way needed. The Voicemail section under Phone System Settings shows a list of all the voicemails on the system. To add a new voicemail box, click the ‘Add Mail Box’...
Page 78 • Email: The email address entered here will receive a notification message with the .wav file of the voicemail attached to each email. • Exit Destination: This is where a call will be routed if someone dials ‘0’ during the playback of the voicemail greeting.
Page 79: Reporting And Monitoring
SUNWIRE INC. REPORTING AND MONITORING Agent Stats The Agent Stats report provides historical data on specific agents (extensions). This can be shown in total numbers or values for individual days. For live monitoring of these same statistics, see the ‘Live Agent Stats’...
Page 80: Cdr Report Builder
Once the search results are displayed, you will have the option to export the results to a CSV file for further processing. If there is a recording of a particular call, a small speaker will be displayed next to that call. For more details regarding the call, click the small ‘+’ button. Clicking the small ‘+’...
Page 81: Current Calls
SUNWIRE INC. Current Calls The current calls screen displays all active calls currently in place on the system. Each active call has data concerning the source, direction, destination, duration, source channel, destination channel as well as the ability to hang up the call. Only current active calls are displayed here.
Page 82: Extension Time Report
Extension Time Report This page gives a detailed summary report of all calls sorted by extension for any specified time period. An example report would be the following: The results would return: • Total Inbound Calls & Total Time on Inbound Calls •...
Page 83: Live Stats Report
SUNWIRE INC. 3. Total Calls 4. Average Handle Time (Average time spent on calls) 5. Average time to Answer 6. Service Level (Based on service level of queues that the agent is a part of) Live Stats Report The Live Stats report shows the last updated time and live details for all or select queues. Stats are split into two sections the Queue Statistics, and the current agent status.
Page 84: Queue Agent Busy Report
well as the duration of the call if one exists. In addition, you are able to change what queue stats to display, whether all or some of the queues. Queue Agent Busy Report This page gives a detailed report of busy reason codes by agent. This report can be filtered by queue (one, multiple or all), by agent (one, multiple or all) or by reason code (one, multiple or all).
Page 85: Queue Call Breakdown
SUNWIRE INC. the same queue, meaning that different thresholds and emails can be set for the same queue. The Notify Interval can also be set, which limits how often emails will be sent. Queue Call Breakdown A historical report of inbound calls answered and inbound calls abandoned (Inbound calls that hang up before being answered).
Page 86: Queue Call Reason Report
Queue Call Reason Report This page can be filtered by start date/time, end date/time, by queue (one, multiple or all), by agent (one, multiple or all) or by reason code (one, multiple or all). Based on these filters, the display of the report can be grouped by day or by queue.
Page 87: Queue Service Level Report
SUNWIRE INC. Queue Service Level Report This page allows a user to pull a report between two dates and filter by select queues answer/abandoned calls, then displays that pulled record to see all the answer and/or missed calls SolSwitch – Administrator Guide...
Page 88: Scheduled Reporting
Scheduled Reporting The scheduled reporting page allows select reports to be set to run at regular intervals. The report will automatically run on the select day/time, for the selected time rage, and the results of the report will be sent via email. The initial page shows currently scheduled reports, their next run time, and gives the option to Add, Edit and Delete reports.
Page 89: Toll Reports
SUNWIRE INC. Toll Reports This page pulls toll cost reports, it displays the date time, duration, destination and cost of calls for any given month/year. Queue Graphs This report generates a graph which represents queue activity between selected dates and times. The report will show the number of calls that were waiting in a queue as well as the number of calls that were spent talking in a queue.
Page 90: Sip Ping Monitor Report
SIP Ping Monitor Report This feature generates a graph which represents SIP account activity between selected date and times. It will display, in milliseconds, the Pack Loss, Ping response and when a SIP account was offline. Voicemail Usage Report The Voicemail usage report shows each voicemail, its name as well as the extension it is assigned to and the size of their mailbox.
Page 91: Outbound Faxes
SUNWIRE INC. Outbound Faxes This page allows you to queue a PDF attachment and send it out the system to any fax number of your choice. To create an Outbound Fax, click the ‘Create Fax’ button. Creating an Outbound Fax: •...
Page 92 • Batch Information: This screen is where you set the main SolCast batch details. Ensure to save the Batch Information before proceeding to the next part of the batch menu. o Batch Name: Give the batch you are creating a unique name. o Caller ID Name: The name to be displayed when calling numbers.
Page 93 SUNWIRE INC. The ‘Edit Field Names’ button will allow you to change the Field 1, Field 2, Field 3, Field 4, Field 5 labels to custom labels of your choice. Ensure to save your changes before proceeding to the next phase of the batch menu.
Page 94 • Answered Steps: This screen is used to tell the SolCast what actions it should take when a phone call is answered. Ensure to save your changes before proceeding to the next menu page. Below are the options to choose from as well as the function they serve: o Reading: Will play whatever system recording is selected from the reading dropdown.
Page 95: Queue Assignment
SUNWIRE INC. Queue Assignment A color coded data table representing which agents are assigned to which queues as well as the queue status. SOLSWITCH SNMP DETAILS SolSwitch uses SNMP (Simple Network Management Protocol) to provide access to critical values. Through the portal a user is able to specify the rocommunity name to be used to read values with as well as the subnet it is available to using an IP/subnet mask combination.
Page 96: Receiving A Call
• To place a simple call, pick up the handset, dial and press the send soft key. • Speakerphone is available by pressing the speakerphone key, dialling and pressing send • Paging is set up on a soft key and activated by pressing the appropriate button •...
Page 97: Parking A Call
SUNWIRE INC. Parking a Call Inbound calls can be parked (put on public hold) by way of a soft key or by dialling ##. This allows you to pick up the call from any other device on the phone system.
Page 98: Agent Ready/Not Ready
Agent Ready/Not Ready All phones by default are set to Ready, if you would like to set yourself to Not Ready you must dial *908 and enter a reason code supplied to you by your company. An agent will not receive calls from a queue until his/her phone is set back to Ready.
Page 99: Paging Groups
SUNWIRE INC. use the star code *113. You will be prompted to enter an extension and press #. When you are done, simply hang up. Paging Groups Telephone-wide intercom and group-specific paging can be set up. For example, if you would like to page only the sales group, that feature is set up here.
Page 100 Extension Not Ready (Queue) Not Rdy Queue Login *16 + Queue Queue Logout *17 + Queue Queue Forwarding *104 + Ext. # Queue Forwarding Toggle *104 + Queue # Extension Login/Logout Toggle *904 In Out Extension Ready/Not Ready Toggle *908 Rdy? Access Voicemail system Messages...
Page 101: Speed-Dial Keys
SUNWIRE INC. will be emailed to the email (addresses) specified in the meet-me room settings. *Soft keys are programmable and may not show up on all phones ** Hard key labels may vary between models. Speed-Dial Keys Speed-Dial Keys can be added and managed from your telephone set or through the portal under Phone System Settings →...
Page 102: Voicemail
VOICEMAIL The SolSwitch includes a voicemail system. Among the features that it offers are: • Three different types of greetings. • Notification of new messages through email. The notification message may also include an audio file containing the complete message. •...
Page 103: Types Of Greetings
SUNWIRE INC. Types of Greetings A greeting is intended to let the caller know that you are not able to answer their call. The greeting can also be used to convey other information like when you will be available, other methods to contact you, or other options that the caller can use to receive assistance.
Page 104: Logging Into Your Mailbox
record a temporary greeting, the temporary greeting will always be played if the administrator does not turn off greetings). 2. Play some short instructions. Again, the SolSwitch administrator can control the instructions. 3. Play a beep. 4. Record the message, and optionally allow the caller to review the message. While listening to the greeting or the instructions, the caller can press any of the following buttons: •...
Page 105: The First Time You Log In
SUNWIRE INC. To access your voicemail externally simply call your extension and press * when your voicemail answers. You will be prompted to enter your pass code. The First Time You Log In The first time you log into your mailbox, you may be required to change some settings. In particular, you may be required to: •...
Page 106: During Message Playback
D. During Message Playback “*” - Rewind the message by 3 seconds. “#” - Fast forward the message by 3 seconds. “0” - Pause the message playback. Press any other button to resume playback. “1456789” - Pressing any of these buttons will halt the playback of the message and perform the corresponding action from the post-playback options.
Page 107: Glossary
SUNWIRE INC. GLOSSARY AGENT – End user using the telephone system. ATA – Analog Telephone Adapter required when older technology phones are used. CALL LEG– Call Leg is a discrete segment of a call connection in a VoIP network. A call leg is a logical connection between the router and either a telephony endpoint over a bearer channel or another endpoint using a session protocol.
Page 108 PBX – Private Branch Exchange PoE – Power over Ethernet SIP – Session Initiation Protocol SL – Service Level used for reporting inbound call-to-answer ratios. TRUNK – A trunk is a communication line between two switching systems. TCP – Transmission Control Protocol. UDP –...