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ZyXEL Communications ISG50-ISDN Application Note

ZyXEL Communications ISG50-ISDN Application Note

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ISG50-ISDN
ISG50-PSTN
Application Note
Version 2.0
June, 2012
1

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Summary of Contents for ZyXEL Communications ISG50-ISDN

  • Page 1 ISG50-ISDN ISG50-PSTN Application Note Version 2.0 June, 2012...

  • Page 2: Table Of Contents

    Table of Contents How to Quickly Prepare Communication Infrastructure in a New Small Business? ..................5 Initial Setup ........................................5 Create Extensions ....................................5 How to configure call forwarding for each extension? ......................... 10 How to receive and check the voice mail? ............................ 12 Firewall Setting ....................................
  • Page 3 How to Secure the Communication? ................................. 55 Site to site IPsec VPN ....................................56 Trusted Peer over IPsec VPN ..................................78 Brute-force Attack Protection ..................................79 How to Establish a Seamless Mobile Office with ZyXEL Reach? ......................... 82 ZyXEL Reach – Smartphone Application ..............................82 How to avoid missing any call on a certain extension? ........................
  • Page 4 On-demand Recording ..................................114 Query Call Recording Files ..................................115 How to Audit Call Usage with Report and Analyzer to Improve Working Efficiency? ................117 CDR .......................................... 117 How to find the call history? ................................118 How to check QoS of each call in RTCP? ............................120 Back up CDR file .......................................

  • Page 5: How To Quickly Prepare Communication Infrastructure In A New Small Business

    1. How to Quickly Prepare Communication Infrastructure in a New Small Business? Initial Setup A network administrator plans to deploy an ISG50 for VoIP services in a new small company. First, it is necessary to prepare extension numbers, as well as enable voicemail and call forwarding for the current employees in the Sales and Marketing departments. In order to allow road warriors to register with the ISG50 using their smart phones during business trips, the network administrator needs to define the firewall rules since the ISG50 works as an all-in-one gateway.
  • Page 6 First, add authority groups for departments. Create two authority groups and fill in “Marketing” and “Sales” as the authority group names.
  • Page 8 You can either add SIP peers one by one or add multiple SIP peers at a Define the start number and the amount of extensions. time. Here, we set 3100 as the start number. Here, we add multiple SIP peers. The passwords for these SIP peers are the same as the extension numbers.
  • Page 9 Extensions have been created. For security reasons, you can modify the Web/VM PIN code and the Double click the extension number to check and modify the setting password for each extension. of the extension.

  • Page 10: How To Configure Call Forwarding For Each Extension

    How to configure call forwarding for each extension? Goal to achieve: Configure call forwarding for extension 1006. Condition: Extension 1006 Double click the extension in the Authority Group list to configure call forwarding and call blocking rules for this extension.
  • Page 11 Examples: DND (Do Not Disturb): When DND is enabled on #1006 and a caller tries to reach this extension, he will hear a voice prompt that the extension is not available. The extensions configured in the “White List” can still reach #1006. Blind Forward: When Blind Forward is enabled on #1006, every caller who tries to dial #1006 will be redirected to a pre-configured extension or voice mail.

  • Page 12: How To Receive And Check The Voice Mail

    How to receive and check the voice mail? Goal to achieve: Extension 1006 would like to receive voicemail notification with the voice file in the email box. Condition: Extension 1006 Go to CONFIGURATION > PBX > Global > E-Mail to fill in the mail server information and email account. Specify the email address that you want to receive voice mail notifications of your extension.
  • Page 13 If “Attached Voice File” is selected, you can listen to the voice message by downloading the attached file in the notification mail. If the voice message is not attached in the notification mail, you can dial the feature code and the extension number to hear the voice message. The default feature code is **.

  • Page 14: Firewall Setting

    Firewall Setting Goal to achieve: The administrator allows SIP clients to register from the WAN interface. Condition: Activate the firewall rule: PBX_SERVICE Enable Firewall: checked By default, ISG50 doesn't allow SIP clients to register from the WAN interface. You have to activate the first firewall rule “PBX_SERVICE” to let SIP clients register from the WAN interface.

  • Page 15: Qos

    Goal to achieve: The administrator would like to let VoIP service has the highest priority over other traffic. Condition: Enable Highest Bandwidth Priority for PBX Traffic: checked Check this box to ensure VoIP traffic receives the highest priority.

  • Page 16: How To Manage Extensions As Business Needs Grow

    2. How to Manage Extensions as Business Needs Grow? The new company recruits more employees in the following weeks and the network administrator would like to quickly deploy phone services for the new employees at their desks. The auto-provisioning feature allows administrators to configure VoIP related settings on the V310/snom SIP clients from a central location.

  • Page 17: Sip Server/Sip Account/Password

    SIP Server/SIP account/Password Goal to achieve: Configure SIP accounts on snom and V310 directly from ISG50. Condition: V310 Snom Extension: 1005 Extension: 1007...
  • Page 18 Fill in the MAC address of the IP phone and select the model name from the product list that receives configuration settings from the ISG50 for this extension. Snom V310...

  • Page 19: Phone Book

    Phone book Goal to achieve: Download the phonebook on snom and V310 from ISG50. Condition: Extension number: 1005-1012; 2000-2001 Snom V310...

  • Page 20: Feature Key

    Feature Key Goal to achieve: Download the feature keys on snom from ISG50. Condition: Feature keys: Agent Login; Agent Pause; Voicemail; Group Pickup; Call Transfer; Mobile Extension On; Mobile Extension Off; Mobile Extension Auto; Call Recording on Demand; Followme On; Followme Off; Line Configure the feature key settings for the Snom 370 connected to the ISG50.
  • Page 21 The setting of feature keys is downloaded from ISG50. Here, key P[k] of ISG50 is mapped to key P[k+1] of Snom phone. (k is from 0 to 11)

  • Page 22: Firmware Upgrade

    Firmware Upgrade Goal to achieve: Get the firmware upgrade through the auto provision from the URL configured in ISG50. Condition: Firmware URL: Snom http://59.124.163.151/FW/snom370-8.4.32-SIP-f.bin V310 http://10.59.1.37/V310_1.00AABT.0B5 Snom Configure firmware upgrade URLs for the Snom 370. Visit http://wiki.snom.com/Firmware to find the latest firmware version. You can either fill in the firmware download link (http://provisioning.snom.com/download/fw/snom370-8.4.32-SIP-f.bin) or put the firmware on another web server.
  • Page 23 Please note that snom phones only support HTTP firmware update, so the URL link must be in the format of http://IP_address/FW_version.bin...
  • Page 24 You can log into the GUI of Snom 370 to check if the firmware has been upgraded to target version.
  • Page 25 V310 Fill in the firmware download URL.
  • Page 26 V310 will receive the firmware upgrade path through auto provision. Blanks in “Auto Configuration” and “Firmware Upgrade” tabs will be automatically filled with an HTTP IP address.

  • Page 27: How To Develop A Non-Stop Voice Service

    3. How to Develop a Non-stop Voice Service? The interruption of non-stop voice service is often a concern of the employees because interrupted service may cause the company to suffer from business losses and a bad reputation. With the dual WAN design of the ISG50, the company can connect up to two ISPs via Ethernet or PPPoE connections to avoid VoIP service breakdowns.
  • Page 28 Goal to achieve: VoIP traffic goes out primarily through WAN1. In case WAN1 is down, it will go out via WAN2. Condition: Primary: WAN1; Backup: WAN2 Add WAN trunk for VoIP traffic - Set WAN1 as Active mode, and set WAN2 as Passive mode. Configuration >...
  • Page 29 Apply this new trunk in Default Trunk Selection for System Service Traffic. Use SYSTEM_DEFAULT_WAN_TRUNK to do load balancing for data traffic.

  • Page 30: Voip Survivability

    VoIP survivability Goal to achieve: If the connection from ISTP is lost, clients can still make calls through BRI trunk. Condition: For international calls, Primary trunk: SIP trunk; Secondary trunk: BRI trunk In the LCR, move multiple outbound line groups to the Selected column for making calls out. Use the Up and Down buttons to specify the priority of the outbound line groups.

  • Page 31: Ddns

    DDNS Goal to achieve: IP Phone and mobile client can register to ISG50 with the domain name in case the IP of WAN1 is dynamic. Condition: DDNS service provider: DynDNS DDNS interface: WAN1...
  • Page 32 Fill in DDNS account information. Activate DDNS.

  • Page 33: How To Expand The Current Networking Infrastructure To Fulfill Multi-Site Requirements

    4. How to Expand the Current Networking Infrastructure to Fulfill Multi-site Requirements? Since the company is growing, it is planning to setup two branch offices. The network administrator would like to expand the current networking infrastructure to fulfill the requirements of multiple sites. In order to allow the main office and the branch offices to make calls to each other more easily, the administrator needs to establish a trusted peer between two ISGs located in two offices.
  • Page 34 Goal to achieve: Connect the ISG50 to the DMZ of the ZyWALL. The USG provides security services and the ISG50 acts as a pure IP PBX to provide VoIP services. IP phones from the Internet can register to ISG50 through USG’s WAN IP. Condition: USG: ISG50:...
  • Page 35 Step 2. Assume ISG50’s WAN port is connected to DMZ (port 5) of USG. Configure an IP for this interface.
  • Page 36 Step 3. For NAT setting, the user needs to configure the following: Rule’s name. Set Virtual Server type to let USG do packet forwarding. Fill in the Original IP (WAN IP) address. Fill in the Mapped IP (ISG’s IP) address. Configure the Original Port and the Mapped Port;...
  • Page 37 Step 4. The user can create an address object for ISG50 for further configuration usage. Click Create new object for this function.
  • Page 38 Step 5. Click CONFIGURATION > Network > Firewall to open the firewall configuration screen. Click on the Add button to create a firewall rule to enable the VoIP service to pass from the WAN to DMZ.
  • Page 39 Step 6. Disable SIP ALG.
  • Page 40 ISG50: Step 1. Set the WAN IP of USG in the Fake IP field.
  • Page 41 Step 2. Make sure the SIP signaling port and the RTP port range are the same as those you configured in the port forwarding in USG.
  • Page 42 Step 3. Disable the firewall in ISG50 since USG acts as firewall.

  • Page 43: Trusted Peer & Sip Trunk

    Trusted Peer & SIP trunk Goal to achieve: Add a SIP trunk and a BRI trunk in the main office and establish trusted peer between two ISGs located in the main office and the remote office so that the extensions of two offices can make call to each other. Furthermore, extensions of remote office can make call out through BRI trunk of the main office.
  • Page 44 Condition: ISG50-1 (Main Office): ISG50-2 (Remote Office): WAN IP: 59.124.163.156 WAN IP: 59.124.163.147 Extension format: 4 digit Extension format: 4 digit Prefix number before dialing to the remote office: 49 Prefix number before dialing to the main office: 48 In outbound trunk setting, add a new trust peer in each ISG50 and set the remote WAN IP address as the trusted SIP server address. ISG50-1 (Main Office): ISG50-2 (Remote Office):...
  • Page 45 ISG50-1 (Main Office): ISG50-2 (Remote Office):...
  • Page 46 Add a SIP trunk in ISG50-1 (Main Office). The account information is provided by your ITSP.
  • Page 47 You can check if the registration status is online through MONITOR > PBX > SIP Trunk.
  • Page 48 Add BRI trunk in ISG50-1 (Main Office). Go to CONFIGURATION > PBX > Outbound Line Management > Outbound Trunk Group > BRI Settings. Here, we use DDI/DID as the AA option.
  • Page 49 Configure the LCR in both ISG50-1 (Main Office) and ISG50-2 (Remote Office) to let the extensions of ISG50-1 (Main Office) and ISG50-2 (Remote Office) make call to each other over Trusted Peer. In this example, for extensions in ISG50-1 (Main Office), they need to dial 49XXXX to reach extensions in ISG50-2 (Remote Office). For extensions in ISG50-2 (Remote Office), they need to dial 48XXXX to reach extensions in ISG50-1 (Main Office).
  • Page 50 Configure Group Management in both ISG50-1 (Main Office) and ISG50-2 (Remote Office). Associate AGs with LCR.
  • Page 51 The incoming call on BRI trunk can reach the extension of ISG50-2 (Remote Office) over trusted peer. Configure LCR in ISG50-2 (Remote Office). Here, since the call not only reaches the extension of ISG50-1 (Main Office) but also goes out through the BRI trunk, we set “46XXX.” as the dial condition instead of “46XXXX”.
  • Page 52 Configure the Group management in ISG50-2 (Remote Office).
  • Page 53 In ISG50-1 (Main Office), to let extensions of ISG50-2 (Remote Office) make call out through ISG50-1 (Main Office)’s BRI trunk, we need to associate the outbound line (trusted peer) with the LCR.
  • Page 54 In ISG50-1 (Main Office), to let the incoming call on BRI trunk reach the extension of ISG50-2 (Remote Office) over trusted peer, we need to associate the outbound line (BRI trunk) with the LCR.

  • Page 55: How To Secure The Communication

    5. How to Secure the Communication? The company plans to setup a new branch office and the network administrator would like to secure the communications within the company’s network. The ISG50 offers an IPSec VPN feature to establish secure tunnels for data and voice communications across the Internet. This allows employees in the branch offices or home offices to access the company’s network in the same secure way as those who work in the main office.

  • Page 56: Site To Site Ipsec Vpn

    Site to site IPsec VPN Goal to achieve: Build up the IPSec VPN tunnel between two ISGs located in the main office and the remote office. Condition: ISG as a multisite VPN & VoIP connectivity hub ISG50-1 (Main Office): ISG50-2 (Remote Office): WAN IP: 59.124.163.156 WAN IP: 59.124.163.147 LAN IP: 10.5.5.1...
  • Page 57 ISG50-1 (Main Office): Add a VPN gateway rule.
  • Page 59 Click CONFIGURATION > VPN > IPsec VPN > VPN Connection to configure the phase-2 rule.
  • Page 61 ISG50-2 (Remote Office): Add a VPN gateway rule.
  • Page 63 Click CONFIGURATION > VPN > IPsec VPN > VPN Connection to configure the phase-2 rule.
  • Page 65 Goal to achieve: Build up the IPSec VPN tunnel between ISG located in the main office and USG located in the home office. Condition: ISG as a Centralized multisite VPN and VoIP connectivity ISG50 (Main Office): USG (Home Office): WAN IP: 59.124.163.156 WAN IP: 59.124.163.151 LAN IP: 10.5.5.1 Local subnet: 192.168.2.0/24...
  • Page 66 ISG50 (Main Office): Click on the Add button to add a VPN gateway rule. To configure the VPN gateway rule, the user needs to fill in the following information: - VPN gateway name. - Gateway address: My Address (ISG50’s IP) and Peer Gateway Address (USG’s IP). - Authentication setting.
  • Page 69 Click CONFIGURATION > VPN > IPsec VPN > VPN Connection to configure the phase-2 rule. To configure the phase 2 rule, the user needs to fill in the following: - VPN connection name - VPN gateway selection - Policy for - Phase 2 Settings gorithm...
  • Page 71 Click the Connect button to establish the VPN link. Once the tunnel is established, a connected icon will be displayed in front of the rule.
  • Page 72 USG (Home Office): Add a VPN gateway rule. To configure the VPN gateway rule, user needs to fill in: - VPN gateway name - Gateway address: My Address (USG’s IP) and Peer Gateway Address (ISG50’s IP) - Authentication setting -Shared Key ID Type setting (Local and Peer side) - Phase-1 setting Negotiation mode...
  • Page 74 Configure the phase-2 rule. To configure the phase 2 rule, user needs to fill in: - VPN connection name - VPN gateway selection - Policy for - Phase 2 Settings...
  • Page 75 Active protocol...
  • Page 76 Before configuring Remote Policy, the user can create a specific object for the VPN subnet.
  • Page 77 Click on the Connect button to establish the VPN link. Once the tunnel is established, a connected icon will be displayed in front of the rule. When the VPN tunnel is established, the user can find the SA information on MONITOR > VPN MONITOR > IPsec. ISG50 (Main Office): USG (Home Office): Clients in the subnet 192.168.2.0/24 of USG can register to ISG50 with the SIP server address 10.5.5.1.

  • Page 78: Trusted Peer Over Ipsec Vpn

    Trusted Peer over IPsec VPN Goal to achieve: Build up an IPsec VPN tunnel to protect voice traffic over the Trust Peer. Condition: ISG50-1 (Main Office): ISG50-2 (Remote Office): LAN IP: 192.168.2.1 LAN IP: 10.5.5.1 The configuration for IPsec VPN is the same as that in site to site IPsec VPN. In outbound trunk setting, add a new trust peer in each ISG50 and set the remote LAN IP address as the trusted SIP server address.

  • Page 79: Brute-Force Attack Protection

    Brute-force Attack Protection Goal to achieve: Check the current protection setting for web-portal and sip and change the block time and retry fail count for web-portal. Unlock the blocked extension. Condition: Brute force attack protection (web-login & SIP) is enabled by default. Default block time: 60 minutes Default number of failed access: 3 Blocked extension: 1001...
  • Page 80 Example: Below are the CLI commands to change the configuration for block time. The default value is 60 minutes. pbx attack-prevent web-login block-time <1-1440 min> pbx attack-prevent sip block-time <1-1440 min> Below are the CLI commands to change the configuration for number of failed access attempts. The default value is 3.
  • Page 81 Unlock a certain blocked extension or all blocked extensions. pbx attack-prevent web-login unlock {all | NUMBER} pbx attack-prevent sip unlock {all | NUMBER} Example:...

  • Page 82: How To Establish A Seamless Mobile Office With Zyxel Reach

    6. How to Establish a Seamless Mobile Office with ZyXEL Reach? The company would like to allow its employees to be reached easily and not miss any incoming calls when they are out of the office or on business trips. The smartphone application, ZyXEL Reach, turns every smart phone into a mobile SIP client and reduces phone bills by routing all calls to the IP network.
  • Page 83 Install the mobile softphone APP, ZyXEL Enter your SIP account, password and the Reach, on your smart phone. domain of ISG to register an extension on ISG. It supports both iPhone and Android platform.
  • Page 84 You can also add multiple SIP accounts.
  • Page 85 Personal settings. Select the connection type. Call recording settings.
  • Page 86 Dial the phone number from the keypad. Check the call history.
  • Page 87 View the packet trace.

  • Page 88: How To Avoid Missing Any Call On A Certain Extension

    How to avoid missing any call on a certain extension? In this example, an ISG50 rings an office extension #1011 and the corresponding ZyXEL Reach simultaneously with a single number. When the employee is away or out of the office, he can always get calls of his extension. All settings can be done on the ZyXEL Reach by the employee himself, so it is not required to change any configuration on the ISG50.
  • Page 89 Use “web + extension” as the username. For Then go to Advanced settings to configure the Auth User Name and Caller ID, which are the extension 1011, set “web1011” as the same as the extension. username.

  • Page 90: Mobile Extension

    Mobile Extension Goal to achieve: When there is an incoming call on the extension #1007 of the employee, both of his extension #1007 on the IP phone in the office and his mobile phone 0912345678 can ring at the same time. Condition: Extension: 1007 Mobile extension for #1007: 0912345678...
  • Page 91 Single Number Reach (IP phone & Mobile SIP & GSM Mobile Number) Go to CONFIGURATION > PBX > Extension Management > Authority Group > [Group Name] > [Extension Number] > Edit > Call Forward to Configure your mobile extension settings. You can select to “Manually”...
  • Page 92 When the “Manually” option is selected, you have to dial the pre-defined feature code to turn this feature on and off.

  • Page 93: How To Leverage Enterprise-Class Calling Features To Increase Business Productivity

    7. How to Leverage Enterprise-class Calling Features to Increase Business Productivity? The company needs an automatic call operator to transfer each incoming call to the specific contact or department. In addition, customer service hotlines are also required for serving customers. Employees often have conference calls with vendors and distributors. The ISG50 has a call distribution system including Auto-Attendant, Hunt Group, Three-way Conference and Meet-me Conference features to increase operating efficiency and reduce the cost of business communications and operations.
  • Page 94 Configuration for customized Auto Attendant...
  • Page 95 In addition to uploading an existing audio file to the system, ISG50 provides an easy way for users to record the audio file by extension to Auto Attendant system. When you press the record button, ISG50 will call the record peer. After the extension of the record peer is picked up, you can start recording with this extension.
  • Page 96 Decide if incoming calls are allowed to dial extensions in addition to key codes or bypass the options (key codes) and go straight to the specified extension. In this example, we allow incoming calls to follow the option keys. Besides, the incoming call can also dial the extension number if the user would like to reach a certain extension.
  • Page 97 Option key 0 and 9 are reserved for the operator and can’t be configured as other option keys. ISG50 supports up to 10 levels of sub menus. In the sub menu, click the button “Add Child” to edit the options and “Edit” to upload the audio file for the sub menu instruction.
  • Page 98 You can also enable “Night Service” to perform different AA directions outside of office hours based on the office hour setting.
  • Page 99 Select the working days and specify the time range during these working days. You can enter up to 6 time ranges. The time must be in 24 hr format with a start time and an end time. Ex: 08:00-12:00, 13:00-17:30 You can also set specific days as holidays according to your own country or company policy.

  • Page 100: Hunt Group

    Hunt Group Goal to achieve: Create a hunt group number 3333 for the sales department. Condition: Hunt Group Number: 3333; Members: 1006, 1007 and 1008 Ring Strategy: Random Associate Hunt Group number with extensions and decide the ring strategy and timeout action. The extensions ring based on pre-configured ringing algorithm.
  • Page 101 Assign the priority to each extension. The priority represents which extension the incoming calls are routed to first. 1 is the highest priority while 5 is the lowest priority. When an incoming call comes in this hunt group, this call will be routed to priority 1 first along with the ring strategy. If no extensions with priority 1 are available, the call will then be routed to extensions with priority 2.

  • Page 102: Three-Way Conference

    Three-way Conference Three-way conference lets you to set up a call with up to two people at the same time. Goal to achieve: The extensions 1011, 1010 and 3200 would like to set up a three-way conference call. Condition: V310 (#3200) calls ZyXEL Reach (#1010). Then ZyXEL Reach (#1010) puts the call with V310 (#3200) on hold, calls another V310 (#1011) and bridges these two calls.

  • Page 103: How To Perform A Three-Way Conference On Zyxel Reach

    How to perform a three-way conference on ZyXEL Reach? 1. ZyXEL Reach (#1010) has a call with V310 2. Then dial 1011 and press 3. After the call with 1011 is established, (#3200). Before dialing to extension 1011, press the join key to set up the three-way press the hold key and go back to the conference.
  • Page 104 4. Three-way conference has been established. If you want to separate the activated three-way conference into two individual connections (one is on-line, the other is on hold), press the split key.

  • Page 105: How To Perform Three-Way Conference On V310

    How to perform three-way conference on V310? 1. V310 (#3200) uses LINE 1 to talk with ZyXEL Reach (#1010). 2. Press the HOLD key to put this call on hold and then press LINE 2 to make a call to extension 1011. 3.
  • Page 106 In order to put a present call on hold and answer a new call, make sure these extensions are selected into the “Enabled Extension” list in “Call Waiting”.

  • Page 107: Meet-Me Conference

    Meet-Me Conference Goal to achieve: The employee would like to hold a conference call with customer. All attendees can dial into the conference number 6000 with the PIN code. Condition: Conference number: 6000 Add a new conference number. Configure the conference number, PIN number and the maximum number of attendees. For users calling from internal extensions, just dial the conference number to access the conference room.

  • Page 108: System Sound

    System Sound How to change the language of system sounds from English to a specific language? Goal to achieve: The administrator would like to change the language of system sounds to Spanish. Condition: Default Language: Spanish 1. Refer to the script for voice prompts in English. 2.
  • Page 109 7. Upload the zip file to the system.
  • Page 110 8. Select the uploaded language and apply it as the system sounds.

  • Page 111: How To Record A Call

    8. How to Record a Call? The company would like to monitor calls of certain individuals to ensure the incoming calls are being handled professionally and the agents are working efficiently while recording conference calls for writing meeting minutes. The call recording feature allows the network administrator to record conversations to or from specific extensions or trunks, and save them into USB storage devices.

  • Page 112: Usb Storage

    USB Storage You must plug in an external USB storage device and activate USB storage service to store call recordings. USB storage devices with FAT32 or EXT3 file systems are supported for connection to the USB port of ISG50. Also, you have to set a disk full warning limit to stop recording once the storage space is less than this criterion. When the remaining space of the USB storage is less than this limit, there will be a warning message in the system log to remind the administrator.

  • Page 113: How To Record Calls On A Certain Trunk Or An Extension

    How to record calls on a certain trunk or an extension? Full-time Recording Goal to achieve: The administrator would like to record all calls on the FXO trunk and the extensions 1007, 1008 and 1009. Condition: Recorded Trunk: Port1_pabx (FXO trunk) Recorded Peer: 1007, 1008 and 1009 Select from the Trunk Pool and Peer Pool to determine which trunks and/or peers should be recorded.

  • Page 114: On-Demand Recording

    On-demand Recording Goal to achieve: The internal extensions can enable and disable the call recording by dialing the feature code. Condition: Feature code for Call Recording On demand: *88 On-demand recording is only used by internal extensions. Dial the feature code to enable/disable on-demand recording. The default feature code is *88.

  • Page 115: Query Call Recording Files

    Query Call Recording Files Search for the recorded files by recorded time, peer type and peer name. Goal to achieve: The administrator would like to search for and download call recording files in the past 24 hours. Condition: Recorded Time: Last 24 hours Peer Type: All Peer Name: All In Recorded Time, you can search for call recordings from the past day, week, or month.
  • Page 116 This screen lists the call recordings that matched the specified criteria. You can download individual call recordings and play back the files with any audio software which supports WAV format.

  • Page 117: How To Audit Call Usage With Report And Analyzer To Improve Working Efficiency

    9. How to Audit Call Usage with Report and Analyzer to Improve Working Efficiency? The company wants auditing and reporting of the communications to evaluate if the call usage is effective and efficient. The ISG50 has a built-in CDR database that automatically stores call activities and includes phone records with details. The network administrator can use the CDR database to search for abnormal activities in order to improve working efficiency.

  • Page 118: How To Find The Call History

    How to find the call history? You can use the query conditions plus the other items to generate your own CDR report. For example, you can select the time period for your query. ISG50 provides time range. Start time: specify the time period for your query. Direction: Specify the types of calls you want to view based on the source and destination of the calls.
  • Page 119 After configuring query conditions and displayed items, click the “Search” button to view your CDR query result.

  • Page 120: How To Check Qos Of Each Call In Rtcp

    How to check QoS of each call in RTCP? To view the RTCP information, select “Enable RTCP Support”. By default, RTCP You can select “RTCP” to display the RTCP information in Support is enabled. the CDR report.
  • Page 121 Click the button to view RTCP information for each call. Recommended value of RTCP for good quality: loss < 1% (If packet loss > 3%, call quality will degrade audibly.) Jitter < 10 ms. (The meaning of the jitter value depends greatly on the jitter buffers involved.) rtt <...

  • Page 122: Back Up Cdr File

    Back up CDR file Goal to achieve: Backup call records to administrator’s email. Condition: Backup email: emily.chiang@zyxel.com.tw Click the “Backup Now” button to back up the CDR file. You can also send the backup file to the administrator by clicking the “Forward”...

  • Page 123: How Do Uc Server And Uc Client Work With Isg50

    10. How do UC Server and UC Client Work with ISG50? The company would like a simple way to use computers to manage telephone calls. The employees can use the UC client to make, terminate, reject, transfer and redirect calls by one simple click on the UC client. In addition, using the presence feature, employees can be aware of the availability status of their colleagues.

  • Page 124: Preparation For Tapi Service

    Preparation for TAPI Service The TAPI feature is enabled when the license “ISG50-CTI” is applied. In the configuration, set the username and password for the administrator. ISG50 can support up to 2 administrator accounts for TAPI service. The account will be used for TAPI driver login later.
  • Page 125 Select the extensions that administrator can control and determine which extensions can use the TAPI service.

  • Page 126: Tapi Driver Installation

    TAPI Driver Installation Goal to achieve: Install TAPI driver on the PC. Condition: ISG server IP address: 59.124.163.156 TAPI Server user name: admin TAPI line: 1005-1016 The TAPI driver must be installed on the same PC as the UC server installed. Download TAPI driver from the ISG50.
  • Page 127 Configure the ISG server. Fill in the IP address of ISG and log in with the administrator account. Then click the “Connect” button.
  • Page 128 Check if the state is connected. TAPI lines that administrator can control.

  • Page 129: Uc Server Installation

    UC Server Installation Goal to achieve: Install UC server on the PC. Create users on UC server and assign an extension number from the server TAPI lines in ISG50 for each user. Condition: Administrator’s account for access UC server: ucisg Download the trial version of UC server from the website of ESTOS.
  • Page 130 Install ProCall4.0 UC Server “UCServer_uk.msi” on the PC. For detailed of configuration of the UC server, please refer to the document “ESTOS_UCServer_ENG.pdf”.
  • Page 131 Start to install ESTOS UC server. Keep on pressing “Next” to finish the Create a username and password for the UC server. The administrator installation. has to use this account to log in and manage the UC server.
  • Page 132 Configure the presence domain. In one of the installation steps, set the country and the area code. For example, we fill “zyxel.com.tw” in this field. For example, we select “Taiwan” as the country/region and set “3” as the area code. If “Location has a phone system”...
  • Page 133 These are the extensions which are configured in the “Server TAPI Lines” in ISG50. Click on “Accept” to apply the new settings on the server.
  • Page 134 Create new users on the UC server. Configure the user name for the new account on UC server.
  • Page 135 Configure the password for this new user. Assign an extension number for this user. You can click the button to choose from the “Server TAPI Lines”.
  • Page 136 Select an extension number for the new user from the “Server TAPI Lines”. Select the services for this user.
  • Page 137 After the users are created, the administrator can monitor if the user is online or offline.
  • Page 138 The administrator can press “F5” to get the most updated status of all users.

  • Page 139: Uc Client Installation

    UC Client Installation Goal to achieve: Use the UC client to make a call, hang up a call, reject a call, transfer a call, redirect a call and check the status of other extensions. Condition: UC Server User & corresponding extension: barbara 1010 emily...
  • Page 140 Start to install ESTOS UC client “ProCall”. Keep on pressing “Next” to In this scenario, the ISG TAPI driver is installed on the UC server. finish the installation. Hence, select “Do not install a Tapi driver” in this step.
  • Page 141 Click on “Find Server…” to select the UC Server you are connecting to. Find your UC Server and click “OK” to confirm.
  • Page 142 Click “Next” to proceed to the next step. ESTOS UC client has been successfully installed. Check the box to confgire ProCall workstation.
  • Page 143 Configure the username and the password. This is one of the accounts Fill in the user’s personal information. configured in the “User” list on UC server.
  • Page 144 Fill in detailed information of this user. Click the “Select” button to associate a phone number to this user.
  • Page 145 Select the corresponding phone number for this user. The phone number is configured.
  • Page 146 Launch the ESTOS ProCall application. Log in with the username and password. Here is the list of all users Click on the “Display monitor” button to monitor all users.

  • Page 147: Presence

    You can drag all ProCall users into “Contacts”. Presence The status button shows the status of the user. In “Contacts”, you can check the status of each user. The presence can let you know if the user you’d like to call is available at that moment.

  • Page 148: Make A Call

    Make a call You can make a call by directly clicking on the user in the “Contacts” When tina gets the incoming call, a notification window will pop up or by typing a phone number in the blank. In this example, barbara is and the status button will flash.
  • Page 149 When barbara is taking with tina on the phone, the presence is “Busy” and the status of tina is “In conversation”.

  • Page 150: Hang Up A Call

    Hang up a call Reject a call Click on the button to hang up the call. Click on the “Reject” button to reject a call.

  • Page 151: Blind Transfer

    Blind Transfer Click on the “Blind Transfer” button (Ctrl+W) to transfer an existing Type a phone number in the blank or click on the phone number in the list call. to blind transfer the call to this number. In this example, barbara gets a call from extension 3200 and then blind transfers this call to tina.

  • Page 152: Consultant Transfer

    Consultant Transfer Click on the “Consultant Transfer” button (Ctrl+R) to transfer an Type a phone number in the blank or click on the phone number in the list existing call. to consultant transfer the call to this number. In this example, barbara gets a call from extension 3200 and then consultant transfers this call to tina.

  • Page 153: Redirect A Call

    Redirect a call Before you answer the call, you have an option to redirect the Type a phone number in the blank or click on the phone number in the list incoming call to another extension. to consultant transfer the call to this number. In this example, barbara gets a call from extension 3200 and then redirects this call to tina.

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