Com.X Advanced Technical Training

Transcription

1 Com.X Advanced Technical Training XCT Evaluation Version 1.6, 27 May 2013

2 Table of Contents 1 INTRODUCTION OVERVIEW NOMENCLATURE SPECIAL NOTES SITE REQUIREMENTS EQUIPMENT LIST SYSTEM MANAGEMENT ACCESSING THE UNIT (1 CP) NETWORK CONFIGURATION (1 CP) CONFIGURATION MANAGEMENT (2 CP) UPDATING THE UNIT (2 CP) SYSTEM CAPACITY (2 CP) PBX MANAGEMENT ITA MANAGEMENT (1 CP) PORT CONFIGURATION (2 CP) MANAGING EXTENSIONS (2 CP) MANAGING TRUNKS (2 CP) CALL ROUTING (2 CP) ADVANCED FEATURES (PART 1) (3 CP) ADVANCED FEATURES (PART 2) (2 CP) CDRS AND TMS INTEGRATION (2 CP) GATEWAY AND ADVANCED CALL ROUTING CONCEPTS CLASS OF SERVICE (COS) (2CP) PARTITIONING (MULTI-TENANT) (3 CP) TRUNK GATEWAYS (4 CP) TRUNK PORT DID ASSIGNMENT (1 CP) NETWORK ROLE (3 CP) DIAGNOSTICS VISUAL INDICATORS (1 CP) CABLING (1 CP) STACK, PORT, CHANNEL, PEER AND REGISTRY DIAGNOSTICS (2 CP) CALL TRACING (2 CP) SYSTEM AND NETWORK DIAGNOSTICS (2 CP) MPC DIAGNOSTICS (2 CP) SERVICES (1 CP)... 32

3 6 WIRING VISUAL INDICATORS (2 CP) SECURITY SECURITY (2 CP) COM.X / LINUX PROFICIENCY COM.X / LINUX PROFICIENCY (3 CP) XCT EVALUATION RESULTS REPORT CANDIDATE DETAILS INSTRUCTOR DETAILS EVALUATION CRITERIA SCORE SUMMARY INSTRUCTOR'S RECOMMENDATION... 44

4 1 Introduction 1.1 Overview This document is intended for the Com.X Certified Technician candidate undertaking certification evaluation. Implement and complete as many of the scenarios and configurations included here using the equipment provided. Ask for additional equipment and assistance as needed, and call on the instructor / evaluator at the various evaluation points to evaluate your solution to each section before proceeding to the next. Though each scenario primarily aims to evaluate a specific subset of the expected XCT knowledge base, any question may refer to and evaluate on any area of XCT expertise in accomplishing the setup that enables the primary aspects to be evaluated. We wish you all the best in your evaluation! 1.2 Nomenclature The following terms are used in this evaluation and has meaning as indicated below. Please also see section 1.4: UNIT 1: UNIT 2: The Com.X10 unit that is part of the test kit equipment. The additional Com.X5 unit required for this evaluation. CP: Complexity Points. Scenarios are graded in terms of complexity, from 1 (easiest) to 4 (most difficult). The subset of scenarios selected for any particular XCT evaluation must have a total CP of at least 15 Pass / Fail: In addition to the total grading of an evaluation, the candidate must pass 80% of evaluation items included in the evaluation subset in order to pass the evaluation. For example, all scenarios could be completed with 80% of evaluation points correct, or scenarios worth at least 12 complexity points could be completed with 100% of the evaluation points correct. Both these approaches would yield an 80% passing score. If any evaluation point fails, the candidate has one opportunity per evaluation point to correct the configuration or research the answer. A second failed attempts fails the evaluation point. The evaluation must be completed with-in an 8 hour day. 1.3 Special notes Please note the following items that arise commonly in the field during maintenance and installation: When configuring remotely accessible extensions, be sure to use strong passwords, as IP PBXs are often hacked if passwords are weak or the same as the extension number. When configuring remotely accessible systems, change the username and password for login and the GUI to something different, with strong passwords. Default access details are an easy target for hackers. User G.729:40 or G.729:60 for slower networks (e.g. DSL interconnect) When configuring a call-forward number list, remember to append a # to external numbers

5 BRI ports need to be part of a Trunk group in order to enable Fax detect. Fax detect then automatically applies to all BRI ports belonging to that trunk group. Applied changes to network configurations will only become active after the networking service has been restarted. The candidate is not expected to have technical details, such as cable pin outs, memorized, but is expected to demonstrate an understanding of the subject matter and to know where the necessary technical information can be obtained.

6 1.4 Site requirements Training should be conducted at a site with internet access available via a LAN port. A laptop / PC with a 9-pin female serial port or alternatively, a usb to serial conversion cable, should be available for serial access. A LAN-enabled laptop / PC should be available for login into the various equipment. One additional Com.X5 unit (UNIT 2) 2x SIP phones 2x Analogue phones 1.5 Equipment list Com.X Training Kit hardware 1x 4U rack 1x Com.X1 1P4B808S with power cable and adapter 1x 24 port ethernet switch with power cable 4x analogue phone cables 4x BRI cables 6x CAT-5 LAN cables 4x CAT-5 cross-over LAN cables 1x male Rs232 to Rj45 serial cable for serial access Com.X Training Kit software APT repository installed on the Com.X on port 9999 Configuration archives (/home/comma/configuration/): access.tar.gz, clean.tar.gz, telco.tar.gz, legacy.tar.gz Com.X resources Com.X administrator's guide, installation guide, FSN developer wiki and ita firmware updates available from

7 2 System management 2.1 Accessing the unit (1 cp) Topics: Access via serial, ssh access, 'root' access via sudo, remote access through firewalls, ssh tunneling, password management (ssh, GUI, database), editing system files, shutdown and reboot, scanning interfaces using nmap, using serial, the BIOS and LAN boot to determine DHCP allocation Setup instructions Ensure your instructor has restored the access.tar.gz archive on UNIT 1, has completed the special instructions for this scenario and has restarted the unit. Ensure your test kit switch is connected to a LAN with a DHCP server providing IP addresses from an address pool Scenario UNIT 1 has just returned from a field trial and all network interfaces have been reconfigured. The GUI administrator's password has been changed to 'client' and the login password for the comma user to 'client2010' Goals Access the unit and determine the current configuration on all interfaces. Record this configuration for evaluation at the end of the scenario. Configure the interfaces to the defaults listed in the Administrator's guide. Change the GUI administrator's password as well as the comma user's password to the defaults listed in the Administrator's guide. Reboot the system or restart networking and access the GUI. Confirm the default interface configuration is active Evaluation Confirm that the applicant has accessed the unit and obtained the client's interface configuration. Confirm the unit is now reconfigured as per default. Confirm the unit has been rebooted and the default configuration is active (including having acquired a DHCP IP). Confirm that the GUI administrator's password and the comma user's password have been defaulted. 2.2 Network configuration (1 cp) Topics: Configuring interfaces (GUI and /etc/network/interfaces), network design and overlap, hostname, DNS resolution, ip routing and gateways, enabling Comma server, enabling DHCP server, configuring mail relay Setup instructions Ensure that UNIT1 is restored to factory default configuration.

8 2.2.2 Scenario You are on-site with a client and UNIT 1 needs to be set up for networking according to the client's needs: The system should use the following server as a mail relay server: fsntest.dnsalias.com. SIP phones are scheduled to be connected via a switch to the Com.X10's LAN 2 tomorrow and the Com.X10 is required to serve up to 10 IP addresses on LAN 2 using DHCP. The client expects extensions to expand to 20 SIP phones in the near future. The client also needs to trunk to the local Telco using some PSTN interfaces Goals Configure the Com.X to serve a sufficient range of IPs to SIP phones using DHCP. Configure the Com.X's network so it can ping the specified mail relay server. Configure sendmail to relay mail to the mail relay server. Configure the Com.X networking to enable it to detect the Com.X's internal ita in the GUI and add the ita to the hardware list. Remember to Apply Evaluation Confirm the DHCP configuration Confirm the Comma server configuration Confirm SMTP configuration in sendmail.mc Confirm the sendmail configuration by sending a test Confirm that the internal ita is correctly detected, added and applied 2.3 Configuration management (2 cp) Topics: Backup of configuration, voice mail, CDRs, scheduling backups, using NFS for external storage SAN, restoring, swap-out restore, restoring configuration templates, uploading and downloading archives Setup instructions Ensure that your instructor has helped you complete the previous scenario's configuration in full Scenario You are at your offices and are setting up UNIT 1 for a client. To complete the configuration you need to enable scheduled backups on the unit as follows: Configuration : daily Voic weekly CDRs : monthly This client expects to roll out a large number of Com.X systems with similar configurations, i.e. the unit's current configuration would make a good template configuration for other Com.X installations of the same model.

9 The client wants call recordings to be stored on a SAN that is reachable via NFS using the following configuration: IP address : The IP of the test kit Com.X Mount directory : /mount/xct Goals Configure scheduled backups as per the client's requirements. Backup the current configuration from UNIT 1 and download it to an external location (e.g. your laptop) for future use. Configure UNIT 1 to use the SAN for call recordings Evaluation Confirm the scheduled backups on UNIT 1 Confirm that an external backup was successfully made Confirm that UNIT 1 was successfully restored Confirm that the call recording mount point is successfully mounted after reboot 2.4 Updating the unit (2 cp) Topics: OS, driver and software stack, updating the OS, drivers, scripts, management software, GUI, firmware, updating connected itas Setup instructions Ensure that your instructor has helped you complete the previous scenario's configuration in full. With your instructor's help, undo the NFS configuration. Also ensure your instructor has followed the special instructions for this scenario Scenario The following new releases have been made public: new comx-base and comx-gui releases (1.2.37) UNIT 2 shipped from the factory before these releases were public and needs to be updated accordingly before installation at a client site. Further, the client has requested a GUI customization, which has been developed by Far South Networks and is available for download from the staging repository. To simulate this upgrade, please first install the comma-gui-mpx-1.2 package located at :/home/comma/XCTpackages/using the dpkg command from the command line. This comma-gui package represents the old package that needs to be updated with the customised comma-gui package in the staging repository. Add deb lucid main" to your repository list.

10 Before updating the comma-gui package, confirm from the GUI the current version of the installed comma-gui package. Download and install the new comma-gui package from the staging repository and confirm using the GUI that the package has been updated. Explain to your instructor how you would have performed this individual package update from the GUI Goals Configure UNIT 2's APT repository to point to update.commanet.co.za. Obtain the updated list of packages from the repository. Update UNIT 2 to the latest top level software packages. Obtain the comma-gui package from and install it on UNIT 2. Configure UNIT2 APT reporsitory to point to the staging repository Download and install the new comma-gui package from the staging reporsitory Evaluation Confirm that the comx-base and comx-gui packages have been updated Confirm the older comma-gui package has been installed Confirm that the newer comma-gui package is installed 2.5 System capacity (2 cp) Topics: Com.X range specifications, performance benchmarks, trans-coding conditions and resource usage, balancing PRI, BRI and G729, number of extensions vs number of concurrent calls trunked, SIP phone codec configuration recommendations, G.729 payload recommendations, call recoding, voic and disk space, voice and data networks, G.729 bandwidth per channel. DSL bandwidth and latency. TDMoE and LAN configuration / latency Setup instructions With your instructor's help, revert the comx-base. comx-gui, ita boot and factory versions to the latest published versions Scenario A client has contacted you with the following questions. With the instructor in the role of the client, please respond to the questions as best you can: Question 1: We run a call center with 40 agents on a Com.X 1P4B with 6 G.729 trunks to my VoIP provider. We have a 4MB downstream, 512K upstream DSL service with our provider. We record all calls. During busy periods call quality degrades and the audio sounds stretchy and sometimes part of the conversation is missing (short bursts of silence). What could be the problem? Question 2: Does the Com.X ship with G.729 licenses? How do I purchase additional G.729 licenses? Question 3: Will my system allow all 6 G.729 trunks to be active simultaneously? I have not purchased any G.729 licenses.

11 Question 4: From where can I purchase further G.729 licenses? Question 5: At the moment all my agents use SIP phones, I would like to add 10 more agents to my call center, but would like to buy the more cost-effective analogue phones. How can my system be extended to add these phones? Question 6: The additional analogue extensions will use existing infrastructure on the second floor of our building. Our server room with the Com.X is on the first floor. We have a LAN switch on the second floor. What kind of network design / requirements do we need to take into account? Question 7: We service around 500 calls per day at our call center, and are recording the calls on our Com.X's local hard drive. Should we be worried about disk space running out, and if so, when? Question 8: During lunch hour, our call center is quiet, with most people checking mail and surfing a bit, and yet at times still we get call audio clipping and clicking. Do you have any idea what could be causing this? Question 9: At what point would you recommend installing a Com.X10 solution instead of a Com.X5? Question 10: How would you recommend that we configure our SIP phones? G.729, alaw, or ulaw? Question 11: Would we not be able to avoid G.729 transcoding on our PBX by configuring our phones to G.729, thus allowing us many more SIP trunks? Question 12: When configuring our SIP trunks, we have the option of G.729:20, G.729:40 and G.729:60 What do these numbers mean and how do we decide which ones to use? Question 13: How many extensions do the Com.X5, Com.X10 and Com.X2 support? Goals Respond to the client's questions and help the client trouble-shoot their installation Evaluation Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 Question 9 Question 10

12 Question 11 Question 12 Question 13

13 3 PBX management 3.1 ita management (1 cp) Topics: Device discovery, network scan from the GUI, checking ita firmware version, card configuration and app status, resetting an ita remotely, adding devices to the GUI, removing devices and the impact on the configuration Setup instructions Restore the factory default configuration on UNIT 1 and add any ita hardware devices Scenario You are configuring a client installation and need to prepare the unit and two SIP phones for use. You would like to scan the client's network to determine if any other SIP phones are available. You would also like to confirm manually confirm the card arrangement inside the Com.X and check the factory and boot image versions Goals Add the internal ita to the hardware list. Confirm the ita status is OK Add both SIP phones to the hardware list. Confirm the phones' status is OK Scan the client's network and inspect the devices available. Log into the Com.X ita media processor card and inspect the card and media stream status. Question 1: How would removing a SIP phone potentially affect the PBX configuration? Items to discuss are: extensions, routes, call service Question 2: How would removing an ita potentially affect the PBX configuration? Items to discuss are: extensions, routes, call service Evaluation Confirm the ita status is OK Confirm both phones' status is OK Confirm that the network was scanned. Question 1 Question Port configuration (2 cp) Topics: FXO health, hangup detection, echo cancellation, DID assignment, FXS echo cancellation, gain adjustment, immediate mode, fax channel, transfer allow/disallow, BRI echo cancellation, fax detect, link type, signaling role and bus termination, PRI physical interface configuration, switch type, signaling role.

14 3.2.1 Setup instructions Restore factory default configuration to UNIT1 and UNIT2 and add any ita hardware devices Scenario In this scenario, UNIT 1 plays the role of the SACME Inc. PBX and UNIT 2 plays the role of the Telco. You are installing a Com.X system replacing an old legacy PBX for SACME Inc. with the following requirements: A fax machine is to be connected to FXS port a1-1. The port should be configured with extension 7201 and should not allow transfers. An emergency phone is to be connected to FXS port a1-2, and should dial immediately when the handset is picked up. The CEO should be connected to FXS port a1-3, with extension number The CEO has complained in the past that he struggled to hear callers on his phone, i.e. the call audio was too soft. Incoming calls on FXO a2-1 should be routed directly to the CEO's extension, 7203 The switchboard phone should be connected to FXS port a1-4 with extension 7204 SACME are using two BRIs to the telco. Connect the BRI cables to UNIT 1 ports d1-1 and d1-2. It is expected that faxes to and from 7201 would be routed across these BRI ports. FXO a2-2 is to be used for connection with a cellular router. The router signals call termination by emitting a series of short tones approximately 250 ms in length followed by 250 ms of silence. SACME has a contract with their service provider, through which they are obliged to purchase 500 talk minutes monthly. Calls of duration less than 30 seconds are charged as 30seconds, whilst calls longer than 30seconds are billed per second. They would like this trunk to be ignored in outbound routes after their purchased minutes have been consumed. SACME also has wants to keep some pre-existing services on their legacy PBX. They would like the calls originating from the legacy PBX (no more that 2 at a time) to be passed through to the telco, transparently Goals Configure extension ports and extensions as required, adjusting settings as required by the client Configure BRI ports as required by the scenario. Note: configure the ports and extensions at this stage, configuring inbound, outbound, class of service and gateway call routing follows in a later scenario Evaluation Confirm FXS port configurations Confirm Extensions Confirm FXO port configurations

15 Confirm BRI port configurations 3.3 Managing extensions (2 cp) Topics: Free ports, free extensions, assigning and unassigning extensions to and from ports, pins, voice mail from any device, call waiting, pickup groups, follow me, hotdesking, extension codecs and translation / resource utilization, multi-configure, creating / deleting single, ranges and multiple, password schemes and security considerations Setup instructions Ensure that your instructor has helped you complete the previous scenario's configuration in full Scenario SACME runs a call center consisting of 8 agents, all using SIP phones. 6 of the agents are permanent staff, and four consultants share the responsibility for the last two agent positions. No more than two consultants are at work at any given time, and 2 of the 8 SIP phones have been reserved for consultant use. Each agent (including consultants) have their own extension number in the range When consultants come to work they need to log into one of the free phones with their extension number and dynamically join the support queue. The 6 permanent staff members do not need to log in to their phones or the support queue. Agents need individual voic , are required to have pins for their voic and should not have call waiting enabled. The reception is close the CEO's office and since the CEO is frequently out of office, when she hears the CEO's extension ring, the receptionist would like to pick up his call if she is not on a call herself. The CEO has also requested that all his calls be forwarded to his mobile number ( ) when he is not in the office. The company would like remote login for two of their employees (extensions 7221 and 7222) across a DSL link. The remote phones have already been configured to use the G.729 codec and now need login credentials Goals Configure all the necessary extensions, with the required settings Evaluation Confirm agent extension configurations Confirm CEO and reception's extension configurations Confirm remote extension configurations 3.4 Managing trunks (2 cp) Topics: Trunk groups (FXO, BRI), PRI trunk groups, SIP trunks, IAX trunks, understanding VOIP call setup and trunk naming requirements, registering with a provider, acting as a provider, peer peer without registration, trunks identified by

16 user-name, trunk codecs and the impact of trans-coding on capacity, limiting trunk calls Setup instructions Restore the factory default configuration on UNIT Scenario In this scenario, UNIT 2 plays the role of both a SIP provider and a branch PBX and UNIT 1 that of a head-office PBX. SACME has opened a two new branches in different cities, and want to configure the head-office (UNIT 1) with LCR to a SIP provider (UNIT 2). In order to route interoffice traffic from the branch to the head-office, an IAX trunk supporting no more than 4 simultaneous calls should be configured between the head-office and the branch office, with the head-office acting as the provider. The head-office uses DSL for interconnect to the branch and the SIP provider Goals Configure the SIP provider trunk on UNIT 2 Configure the head-office to register the SIP trunk with the SIP provider Configure the head-office as an IAX trunk provider as described in the scenario Configure the branch with an IAX trunk that registers with the head-office Configure an extension at the head-office and another extension at the branch-office Configure a music-on-hold service at the SIP provider (UNIT2) and verify that headoffice extension can call the music on hold service. Ensure that the head-office and branch extensions can call each other Evaluation Confirm the branch and head-office IAX trunk configurations Confirm the head-office and telco SIP trunk configurations Confirm music-on-hold from the head-office Confirm inter-office calls in both directions 3.5 Call routing (2 cp) Topics: Dial pattern regular expressions, outbound routing using trunks and trunk groups, route prioritization, fail-over, inbound routes, DID and / or CID matching, call destinations (outbound and inbound), call termination options, over-riding CLI and CDR impact, password / pin set, deleting routes and the resulting configuration impact, real-time call traces and analysis of call routing Setup instructions Ensure that your instructor has helped you complete the previous scenario's configuration in full.

17 3.5.2 Scenario SACME also wants calls from the branch PBX (UNIT 2) to telco numbers to be routed to the SIP provider via the head-office. Since separate billing is required for the head-office and the branch-office, the head-office needs to register another, separate SIP trunk with the SIP provider to carry branch telco calls. For fail-over purposes, SACME would like two FXO trunks to be connected to the telco (UNIT 2), one for fail-over of head-office calls, and another for fail-over of branch calls (i.e. One FXO from the branch to the telco and one from the head-office to the telco) Should the worst scenario come about and the head-office SIP trunk, as well as its FXO trunk are down, the head-office should also make use of the branch office's FXO. The SIP provider requires international numbers (starting with 00) to be prefixed with the code '89' Goals Configure the SIP Provider (UNIT 1) with another SIP account. Configure the head-office to register the second trunk Configure routing to of telco calls originating from the branch to the SIP Provider via the head-office's second SIP trunk. Configure UNIT 1 to serve two analogue telco trunks to the head-office, routing calls from these to the music-on-hold service. Configure two FXO trunks on the head-office and assign one for head-office use and one for branch use. Design fail-over as described. Implement the '89' prefix for international numbers Evaluation Confirm that both SIP trunks are registered and place calls over them. Is there any additional considerations to take into account on the SIP trunks in order to receive inbound calls on both accounts? Confirm that branch calls route via the second head-office trunk Confirm that inter-branch calls to extensions still work Confirm head-office fail-over to FXO, and then to branch FXO Confirm branch SIP fail-over to head-office's second FXO trunk Confirm numbers starting with 00 are prefixed with Advanced features (part 1) (3 cp) Topics: System recordings, Announcements, conferences, day/night, IVR, music on hold, paging, parking lot, phone-book and speed dial, queues, ring groups, hunting / ring strategies, time conditions, time groups, voic blasting Setup instructions Restore the factory default configuration on UNIT1 and UNIT2. Configure the eth0 ports appropriately. Also add all ita devices

18 3.6.2 Scenario You are installing a PBX system for New Beginnings Pty. Ltd, a lifestyle and health call center. Their PBX (UNIT 2) should be connected to the telco (UNIT 1) using two BRI ports (4 channels). All FXS ports should serve extensions. All incoming calls should be routed to a call center queue. When a call comes in, an announcement should be played stating that all calls are recorded. When the call is routed to a queue, an announcement should be played indicating that the caller has been placed in the queue. While in the queue the caller should hear music. After one minute in the queue, another announcement should be played with a marketing message. After a second minute has expired, the call should be routed to reception, and failing reception answering, the person should be routed to an IVR menu that 1) allows the person to enter the queue again, or 2) allows the person to leave a message in a voic box dedicated to queue overflow (this should not be one of the employees' voic , but a separate voice mailbox). There should also be a third option that allows the person to listen to answers to common questions. If this IVR times out or the user selects an invalid option, the IVR should respond as though 2) was selected. While in the queue, the agent that has been attempted least recently should be attempted and thereafter the remaining agents not on a call, until one answers or the queue times out. If someone calls outside of office hours, the call should be routed directly to the IVR menu with the main options. The call center queue should not allow the caller to be placed in the queue if no-one is logged in. The company's main DID is The company also wants one of their DIDs (2260) to map to a conference bridge. They would like participants to speak their name when logging into the conference (they'd like the pin to be 9876) and to hear the names of others in the conference when the conference starts or when someone leaves. The conference should only start when one of the New Beginnings consultants have logged into the conference. The receptionist, when receiving a call that spilled over from the queue, should be able to place the call on hold (park the call) for up to 2 minutes while trying to obtain an answer for the caller herself. If she does not take the call out of the parking lot in 2 minutes, the call should be routed to the IVR menu giving the caller the options detailed before. New Beginnings make frequent use of two suppliers and would like speed dial (phonebook) entries for both: ABC supply Good goods The last FXS extension on the system is used only for procurement and internal calls, and not should be able to dial any numbers other than internal extensions and phonebook numbers. All calls to all extensions and services (e.g. conference) should be recorded, except for calls to and from the CEO's extension. Occasionally, the CEO would like to leave a message for all his staff. Configure voic blasting to allow him to do so.

19 3.6.3 Goals Configure the telco (UNIT 1) to support the various call scenarios. Configure extensions on all FXS ports Configure class of service as described on the last extension Configure call recording as detailed Configure the support queue as detailed Configure IVR as detailed Configure day / night mode as detailed Configure conference as detailed Configure the phonebook as detailed Configure voic blasting as detailed Evaluation Confirm extensions for all ports and CoS for the last port as required Make calls (inbound, outbound, internal) and show that they have been recorded Confirm queue operation as specified Confirm IVR operation as specified Confirm reception phone operation as specified Confirm day / night operation as specified Confirm conference operation as specified Confirm phonebook operation as specified Leave a voic message for all personnel and confirm on multiple extensions 3.7 Advanced features (part 2) (2 cp) Topics: Feature codes, Call-back, Configuring streaming media servers for Music on hold, dial command options, allowing anonymous inbound SIP, call recording configuration, privacy issues and recording matrix, on-demand recording, FreePBX access, FreePBX database and GUI / FreePBX interaction, configuration file generation Setup instructions Ensure that your instructor has helped you complete the previous scenario's configuration in full Scenario New Beginnings wants to make use of least cost routing features, and have requested that all mobile numbers be routed across SIP to a SIP provider. UNIT 1 plays the role of the SIP provider and should be configured as such.

20 New Beginnings would like to reduce their spending on mobile calls and as such have decided to put a hard limit on the outbound route. All calls to mobile numbers should be dropped after a maximum of two minutes. The company also wants one of their DIDs (2261) to be configured for call-back. I.e. a company employee should be able to phone in from a client site on that DID and receive a call-back from the company. The callback should ask the employee to enter a pin and then present internal PBX dial-tone, allowing the employee to dial as though from an extension in the office. About 50% of New Beginnings' customers phone in from China. The company would like a streaming media server to be configured on the Com.X (UNIT 2) that plays chinese music (appropriate music can be obtained from your instructor). A new inbound route which match calls for which the DID starts with 86 should be created and the music class set to the chinese music on hold service. The CEO also requested that you instruct him (your instructor will play the role of the CEO) in the use of on-demand call recording Goals Configure the SIP Provider and the LCR route to provide least cost routing for mobile phones. Configure call-back as described. Use the GUI to create the inbound route and configure the streaming music service, and use FreePBX to set the music class for the inbound route. Question 1: The CEO called an important business opportunity half an hour ago. He wrote the person's number on a piece of paper, and has since disposed of the paper. He now wishes to record the person's number in his contacts list. How would you advise him to obtain the number from his phone? Question 2: How would you check the PBX system's date from a phone? Question 3: The call center manager has heard what sounds like a heated debate on one of the agent calls and would like to listen in on the call. How would you advise she does this? Question 4: How would you test your default inbound routing plan without dialing in from an external device (i.e. simulate an incoming call). Question 5: How would you determine the extension number, as which a device is logged in, by using that device? Evaluation Confirm that mobile calls successfully use the SIP LCR route Confirm hard time out on mobile calls LCR route Confirm call-back operation as described Confirm chinese music on hold when phoning from an 86. number Confirm successful on demand recording from the CEO's extension Demonstrate the answer to all questions

21 3.8 CDRs and TMS integration (2 cp) Topics: man3000 installation, man3000 support package, man3000 PBX formats, resetting the last reported date, trunk numbering using the patterns file, TNG integration, enabling logging to Master.csv, commaman3000 output format, commaman3000srv script adaptation, viewing and searching CDRs from the reporting menu, accessing the mysql CDR database directly Setup instructions Restore the factory default configuration on UNIT1 and UNIT2. Configure the eth0 ports appropriately. Also add all ita devices Scenario You are investigating a TMS system that purports to be asterisk compatible. You would like to confirm that you can access CDR records via a TCP service, in CSV file format and from the database directly Goals Configure the Com.X to serve CDR records using a TCP server Evaluation Confirm that new calls are listed using telnet to access the CDR server Confirm that new calls are listed in an updated Master.csv file Confirm that the database can be accessed remotely and new calls identified Reset the CDR TCP server to start serving (use telnet to verify) from the first call recorded, and to serve all subsequent calls again Use a web browser to retireve the CDRs via HTTP Making use of your web browser retrieve call recordings and CDRs via HTTP

22 4 Gateway and advanced call routing 4.1 Concepts Topics: Call source, call destination, Include routes, Internal, Inbound Direct, Inbound DID, Match routes, Include and Match route prioritization, Start routes and transformations using CID and DID Setup instructions None Scenario Gain an understanding of the topics listed Goals Read and understand the relevant sections in the Administrator's guide Evaluation None 4.2 Class of service (CoS) (2cp) Topics: Blocked, Internal + phone-book, National, International, Immediate dialing Setup instructions Restore factory default configurations on UNIT1 and UNIT2 and add any ita hardware Scenario You are installing a new PBX and the company has requested the following extensions, with the dialing restrictions in place: Extension Internal calls + Phonebook National International 1002 Y Y Y 1003 Y Y 1004 Y Y 1005 Y 1006 Y 1007 Additionally, extension 1001 should be configured such that, if the phone is picked up, the number is dialed immediately, without any input from the caller.

23 4.2.3 Goals Configure class of service on all extensions as detailed Evaluation Confirm that all extensions can dial allowed numbers Confirm that all extensions are blocked from dialing disallowed numbers Confirm immediate emergency service on extension Partitioning (multi-tenant) (3 cp) Topics: Multiple companies sharing, configuring inbound, configuring outbound, prefixing company name to CID Setup instructions Restore factory default configuration to both units and add any ita hardware Scenario Company A and Company B wish to share a Com.X10 (UNIT1). The telco has assigned the following DID number ranges to the BRI and FXO ports. The FXO ports are to be used to with dedicated attached fax machines: BRI: FXO: a2-1: a2-2: a2-3: a2-4: Company A has agreed to use DIDs as well as and Company A has agreed to use DIDs as well as and Extension and trunk configuration is as detailed below: Company A: Extensions: 1001 (a1-1), 1002 (a1-2), 1003 (SIP), 1004 (SIP) Company B: Extensions: 1100 (a1-3), 1101 (a1-4), 1103 (SIP), 1104 (SIP)

24 The companies share the BRI trunks on an on-demand basis for incoming and outgoing calls. The companies should not be able to phone each other's extensions directly.can this be arranged? Further, company A would like DIDs in certain ranges to be routed to reception (1001), but prefixed with a label as below: Range Prefix Sales Support Both companies would like any outbound calls to show their main DID (the first in their range) on CLI Goals Configure the fax FXO and FXS ports for fax support Configure Flex paths for FXO port partitioning Configure Flex paths for DID-based partitioning on BRI Configure all the extensions as described Prevent direct inter-company calls Configure inbound labels and outbound CID override Configure inbound and outbound routes as described Evaluation Confirm extension and fax support configurations Confirm DID partitioning Confirm FXO port partitioning Confirm outbound CID and incoming labels Confirm no inter-company access Place outbound, inbound and fax calls for both companies 4.4 Trunk gateways (4 cp) Topics: Head-office / Branch, Legacy PBX with remote extensions, BRI BRI gateway with SIP LCR, merging multiple Com.Xs using IAX trunking Setup instructions Ensure your instructor has restored the legacy.tar.gz archive on UNIT 1 and factory defaul configuration on UNIT 2 and has restarted the units.

25 4.4.2 Scenario A company has a head-office with 2 FXO trunks to the telco and 2 analogue extensions (1001 and 1002) on a legacy PBX (i.e. not a Com.X). The legacy PBX has 2 unused extensions ports available, already configured to 1003 and The company is opening a second branch, geographically separated from the first, and desires a stand-alone PBX at the branch, with its own single BRI telco interface, but the ability for head-office and branch to phone one another using extension numbers across an IAX trunk. There will be two SIP extensions required at the branch (1003 and 1004). The headoffice wants to dial 1003 and 1004 on their legacy PBX and have the calls routed to the branch. Similarly, when employees at the branch dials 1001 and 1002, the phones connected to the legacy PBX should ring. The head-office also wants to add least cost routing capability to the legacy PBX for mobile numbers, to be routed via a low-cost SIP provider trunk. Branch mobile calls should also be routed to the SIP provider across the same SIP trunk, via the IAX trunk to the head-office (i.e. the head-office is an IAX to SIP gateway for the branch.) In this scenario, UNIT 1 plays the role of the legacy PBX, the new branch PBX and the telco SIP provider that offers music on hold for all calls, i.e. UNIT 1 needs 3 partitions. If you encounter a 482 error in trying to use the SIP trunk, explain the cause to your instructor and make use of an IAX trunk. UNIT 2 plays the role of the Com.X FXO gateway interfacing with the legacy PBX partition using FXO, the headoffice partition over IAX and the telco over SIP. UNIT 2 also acts as an IAX to SIP gateway for mobile calls from the branch to the telco. UNIT 1 partitioning should be performed as follows: Partition Interfaces Services Legacy PBX a1-1, a1-2, a1-3, a1-4, a2-1, a2-2 Extensions programmed on the FXS ports, routes all calls across FXO Branch d1-1, IAX BRI, SIP extensions (1003, 1004) Telco SIP trunk Music on hold Goals Configure the Telco partition on UNIT 1 to serve music on hold on a SIP trunk Configure the branch partition on UNIT 1 with two SIP extensions and an IAX trunk Configure mobile and head-office extension call routing on the branch partition on UNIT 1. Configure UNIT 2 as an FXO gateway between the branch and the head-office using an IAX trunk.

26 Configure UNIT 2 with a SIP trunk to the telco Configure UNIT 2 as an LCR gateway between the branch / head-office and the telco Evaluation Confirm that head-office can phone branch extensions Confirm that the branch can phone head-office extensions Confirm that head-office mobile calls reach the telco music on hold service Confirm that branch mobile calls reach the telco music on hold via the gateway 4.5 Trunk port DID assignment (1 cp) Topics: FXO, BRI, SIP Setup instructions Ensure UNIT1 and UNIT2 have the default configuration restored and add all ita devices Scenario In this scenario, you need to route three different port types/channels to difference announcements. The port types are: BRI, FXO, SIP UNIT 1 should be configured as a generator of calls across the desired interfaces Goals Create three announcements on UNIT2, one for each port type, and route inbound calls from all ports of each type to the appropriate announcement Evaluation Confirm all three types are routed correctly 4.6 Network role (3 cp) Topics: Cause code remapping, trunk ring generation, outbound trunk CID, call quality statistics, trunk recording, recording encryption, recording management / archiving / search, trunk management, IAX trunk, SIP 1:n provider trunk, number prefix Setup instructions Restore default configuration to both UNIT1 and UNIT2 and add any ita hardware devices Scenario In this scenario, you are installing a Com.X in the provider cloud. The service provider wishes to offer the following services: Record all trunk calls on the provider system (UNIT 1) and encrypt all such calls.

27 Configure UNIT 1 with SIP trunk accounts to clients. Issue 3 distinct accounts ( to UserA, and to UserB). Confirm calls can be received from all three numbers to a music service ( ), confirm calls can be placed from one account to another. In order to do this, partition UNIT 2 into two independent partitions. Place a call from to Also configure an IAX trunk (in trunk mode) and confirm packet compression is reducing bandwidth usage between UNIT1 and UNIT2 The provider UNIT 1 should only route numbers starting with On UNIT1, if an 021 number is received (e.g dials ,) drop the 0 and prefix 27 to the requested number in order to route the call. Remap cause codes in the provider system as follows: invalid number (TBD) -> busy (TBD) Dial an invalid number and confirm that BUSY is reported. Configure the Com.X to provide ringing on the trunk when routing gateway calls. On UNIT 2, configure the outbound trunk CID to be the trunk DID (e.g ) Disable the trunk for on the provider UNIT 1 and confirm no outbound calls are allowed on the trunk. Verify inbound calls TBD. Move half of the trunk call recordings to your laptop / PC. Use the call monitor window in the GUI to find a specific call recording amongst the ones you moved off the Com.X Obtain the SIP call statistics for all SIP trunk calls Goals Configure the provider and partitioned client systems accordingly Evaluation Confirm correct SIP trunk configuration and outbound CID Confirm call recording steps and recording lookup Confirm cause code remapping Confirm call quality measurements

28 5 Diagnostics 5.1 Visual indicators (1 cp) Topics: Front-panel, LAN, PRI Setup instructions Restore factory default configuration on UNIT1 and UNIT2 and add any ita hardware devices Scenario In this scenario, you are testing a unit in the lab and would like to confirm all LED signals Goals Manipulate the system such that all Com.X LED indicator states as described in the Com.X administrator's guide can be seen. Simply rebooting the system is not sufficient Evaluation Confirm conditions can be created to show each of the indicator states 5.2 Cabling (1 cp) Topics: LAN, BRI, PRI, FXO, FXS, Power Setup instructions Scenario In this scenario, you intend to demonstrate the telco and network interfaces and cabling of a Com.X to a potential client (your instructor) Goals Question 1: Ports - Indicate to the client where the various port types are located in the Com.X and how they are numbered. Discuss the following models: 1P4B808S, 4B404S Question 2: Power / earthing - What earthing issues should be taken into account when wiring the Com.X1? What symptoms would you expect if you had earthing issues? What power supplies can you use with the Com.X products? Question 3: Cabling - What cables would you use on each of the interfaces, FXS, FXO, BRI, PRI, LAN (discuss cable type, connectors and pin-out, power over ethernet, straight-cross-over etc.) Evaluation Question 1: Question 2:

29 Question 3: 5.3 Stack, port, channel, peer and registry diagnostics (2 cp) Topics: dahdi / misdn / sip / iax2 (monitoring menu + CLI), core / dahdi / misdn / sip / iax show channels / channel N, show registry Setup instructions Restore factory default configuration on UNIT1 and UNIT2 and add any ita hardware devices Scenario You are installing a PBX at a client site and would like to ensure that all interfaces at the client are functional. UNIT 1 plays the role of the telco, and UNIT 2 the role of the PBX The requirements are as follows: 4 BRI connections to the telco (UNIT 1) 4 FXO connections to the telco 1 SIP trunk to the telco with the following credentials: Name: telco, Username: telco, Password: telco 1 IAX trunk to the telco with the following credentials: Name: iaxtelco, Username: iaxtelco, Password: iaxtelco 4 FXS analogue extensions ( ) 2 SIP extensions (1005, 1006) Outbound routing via BRI, with fail-over to FXO Mobile LCR over SIP International (00.) number routing over the IAX trunk Goals Configure the PBX accordingly. Connect all the interfaces to the Telco. Connect analogue phones and configure SIP phones as detailed. Demonstrate, using the GUI, all interface status Demonstrate, using the ssh command line shell and PBX shell, all interface status Place calls to demonstrate routing across all telco interfaces. All items listed in the Topics section of this scenario must be demonstrated Evaluation Confirm calls across all interfaces Confirm use of the GUI for all monitoring items Confirm use of the CLI for all monitoring items

30 5.4 Call tracing (2 cp) Topics: CLI + call traces (messages log, misdn log), Monitoring menus, sip set debug ip (INVITE / capabilities), iax2 set debug Setup instructions Ensure your instructor has helped you achieve all configuration as per the previous scenario Scenario The client has requested that follow-me be activated on extension Follow-me should forward to an external number ( ) Goals Configure the telco such that international numbers are routed trunk-to-trunk back to the PBX across BRI, but transformed to ring extension Activate follow-me from the phone for extension 1001 Place an international call and verify from the CLI and call traces that the call is placed across the IAX trunk, then arrives on BRI in the PBX, transformed as 1001, then is routed to the external number listed in the follow-me, routes to the telco across BRI again, and the music on hold service on the telco is reached. Deactivate follow-me from the phone for extension 1001 Place an international call and verify that extension 1001 rings, and eventually diverts to voic Evaluation Confirm CLI call traces showing correct routing with follow-me enabled Confirm CLI call traces showing correct routing with follow-me disabled (from the phone) 5.5 System and network diagnostics (2 cp) Topics: syslog, comma log, /proc/dahdi/dahdi_dynamic_stats, ifconfig, ping, ip route (check for default route), tracepath, nslookup, /etc/resolv.conf Setup instructions Ensure your instructor has completed the special setup instructions associated with this scenario Scenario You are investigating a report of problems from a client that has a Com.X1 8O 8S installed, with an additional ita 32S to serve 32 extension ports on the second floor of the client's building. The Com.X is located in the server room on the first floor and the ita in one of the offices on the second floor. The client indicated that call quality was low for internal calls. Also, people on the second floor has mentioned that external calls are also of low quality. Occasionally outgoing calls fail with 'all circuits are busy now' even when only one or two people are on the phone.

31 You have also been asked to configure a SIP trunk to the GIZMO service using the credentials below for LCR of mobile calls: registrar: proxy01.sipphone.com port: 5060 username: password: fsntest Goals Use the diagnostic tools at your disposal to determine the reason for call quality issues. Use the diagnostic tools at your disposal to determine the reason for the 'all circuits are busy' issue. Configure the SIP trunk and LCR outbound routing Evaluation Confirm that the candidate has followed the necessary steps to debug FXO Confirm that the trunk to Gizmo is working MPC diagnostics (2 cp) Topics: comma-ls, comma-console, card * status, port (fxo fxs bri t1e1) status, stream status, boot firmware update Setup instructions Ensure your instructor has helped you achieve the configuration in scenario Scenario You have requested support from the Far South Networks support team, and the engineer (your instructor) has asked you to send him the following information: Question 1: The engineer asks you to restart the ita in question, without physically powering the system down. Question 2: List of itas configured in the system, with network configuration (MAC and IP), firmware and factory image versions and telephony card population, as well as the application state of the itas. On the device in question, the status of all cards On the device in question, the status of all ports (FXO, FXS, BRI, PRI) On the device in question, the status of all streams Question 3: On receiving this information, the engineer informs you that there is a new MPC firmware image, as well as a new firmware boot image available and asks you to upgrade your system with both. The images have not been packaged for official release yet, and can be found on UNIT 1 in the /home/comma/updates directory.

32 5.6.3 Goals Obtain all the information requested and pass it on to the engineer. Perform both upgrades on the system Evaluation Confirm that the ita can be restarted remotely Confirm all information has been obtained Confirm both upgrades were successful 5.7 Services (1 cp) Topics: Stopping and starting services, determining service and process status (asterisk, dahdi, misdn, commaman3000, sendmail, commagui, apache, mysql), realtime system performance checks (top, dahdi dynamic stats, cat /proc/loadavg) Setup instructions Restore factory default configuration to UNIT1 and UNIT2 and add any ita hardware devices Scenario This scenario is intended to demonstrate restarting and monitoring of services Goals Successfully stop and start the following services: asterisk, dahdi, misdn, commaman3000, sendmail, commagui, apache, mysql. Confirm that all these services are have stopped and after restarting are running using the ps command. Demonstrate how you can monitor processor usage, memory usage and system load average over 1 minute, 5 minutes and 10 minutes in realtime, with a refresh rate of 0.5 seconds Evaluation Confirm that services can be started and stopped Confirm that services can be monitored using ps and that performance can be monitored as detailed

33 6 Wiring 6.1 Visual indicators (2 cp) Topics: Earthing, LAN connectivity Setup instructions None Scenario In this scenario, you are evaluating Com.X network and electrical wiring diagrams Goals For each diagram below, indicate whether this is a valid Com.X installation and give reasons for your decision. Also provide details on what steps you would perform to validate a given configuration and what steps (if any) you would take to correct the configuration. (Please see the pages following for diagrams)

34 Diagram 1 Diagram 2

35 Diagram Diagram 4

36 Diagram 5 Diagram 6

37 Diagram 7 Diagram 8

38 Diagram 9 Diagram 10