Cisco Business Edition 4000 Partner Guide

Transcription

1 First Published: Last Modified: Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) 2017 Cisco Systems, Inc. All rights reserved.

3 CONTENTS CHAPTER 1 New and Changed Information 1 New and Changed Information 1 CHAPTER 2 Overview of Cisco Business Edition Introduction to Cisco Business Edition Cisco Business Edition 4000 Workflow 6 BE4000 Getting Started with a Customer Site 7 CHAPTER 3 BE4000 Architecture and Design Considerations 11 Customer Network Requirements 11 Management Tunnel 11 DHCP Server 12 Voice VLANs 12 Deployment Overview of BE Single Site 13 Multi-Site 13 Remote User 13 PSTN Connectivity 14 SIP Trunk Connectivity 15 Using the BE4000 Main Interface for SIP Trunk Connectivity 16 Using the BE4000 Secondary Interface for SIP Trunk and External Media 17 Pre-Staging BE Supported Codecs 18 Subnets 18 CHAPTER 4 Set up a Customer Site 19 Request Access to BE4000 Partner Portal 19 Access BE4000 Partner Portal 21 iii

4 Contents BE4000 Partner Portal Dashboard 21 Collect Customer Network Requirements 22 Add a Customer Site in BE4000 Partner Portal 24 CHAPTER 5 Deploy a Customer Site 27 Local Administration 27 Console Based Local Administration 27 Ethernet based Local Administration 28 Run Port Check Tool 29 Deploy a Customer Site 30 Provision the Phone 30 Troubleshooting Phone Provisioning 31 CHAPTER 6 Manage Your Site 33 View Status of the BE4000 Appliance 34 Troubleshoot the Status of BE Share Details of Your Site Configuration 35 Modify the Customer Site After Deployment 36 Create a Template from Existing Deployments 36 Line Cards 37 Add a Line Card 37 Line Card - s 38 Edit a Line Card 41 Auto Attendant 42 Add Auto Attendant 42 Auto Attendant - s 42 Enable Users to Update Auto Attendant Greeting 43 Update Auto Attendant Greeting from a Phone 44 Change Business Hours 45 Extensions 45 Add an Extension 45 Extensions - s 46 Modify an Extension 49 Phones 50 Add a New Phone 50 iv

5 Contents Phones - s 50 Provision the Phone Using Extension Assigner 53 Troubleshooting Phone Provisioning 53 Replace a Phone 54 Reassign Phone to a Different User 54 Add a Key Expansion Module 54 Add a KEM on the BE4000 Portal 55 Connect a KEM to a Cisco IP Phone 55 Ways to Restart Your Phones 56 Monitor Phones That Are Unregistered 56 Personal Mailbox 56 Set Up Personal Mailbox for a User 56 Personal Mailbox - s 57 Set Up Personal Mailbox for a User Without an Assigned Phone 58 Access Personal Mailbox-Users Without an Assigned Phone 59 Group Mailbox 59 Add a New Group Mailbox 60 Group Mailbox - s 60 Add Users to Group Mailbox 62 Modify Owners of a Group Mailbox 62 Hunt Groups 62 Add a New Hunt Group 63 Hunt Groups - s 63 Add Users to Hunt Groups 64 Night Service 64 Night Service Hours 65 Night Service Manual Activation Code 65 Configure Night Service 65 Activate Night Service 66 Designate an Extension for Night Service Hours 67 Designate an Extension to Receive Night Service Calls 67 Pickup Group 67 Create a Pickup Group 68 Answer a Pickup Group Call 68 Direct Inward Dial Numbers 68 v

6 Contents Manage DID Numbers 69 Modify Music on Hold 70 Specify Maintenance Schedule 70 Configure Back Up Schedule for a Site 71 Restore the Backed-Up Site Configuration 71 Delete a Customer Site 72 Manually Reset to Factory Default 73 Console Based Factory Reset 73 Ethernet Based Factory Reset 75 Reload the BE4000 Appliance 76 Reset OTP 77 Change Your Customer Administrator Address 77 Update Primary Contact Details 77 Add Secondary OTP Devices 78 Sign In to BE4000 Partner Portal Using a Secondary OTP Device 78 Reset Password for a Customer Administrator OTP Account 79 APPENDIX A Setup Assistant 81 Add Customer s 81 Connectivity s 82 Dial Plan s 95 Stations s 96 Call Routing s 97 Features s 103 vi

7 CHAPTER 1 New and Changed Information New and Changed Information, page 1 New and Changed Information Table 1: New and Changed Information Revision Date November 7, 2017 Updates Added the following sections: Add a Line Card, on page 37 Edit a Line Card, on page 41 Modify Music on Hold, on page 70 The "Primary DID" fieldname is renamed as "Default Outbound DID" in the Call Routing s, on page 97 section. The Music On Hold field description in the Features s, on page 103 section is updated to include support for.au file format and filename conventions. The "Provider Digits" field is moved from the Line Cards (ISDN trunk) page in the Setup Assistant to Manage Site > Direct Inward Dial Numbers page. October 27, 2017 Added the following sections: Configure Back Up Schedule for a Site, on page 71 Restore the Backed-Up Site Configuration, on page 71 1

8 New and Changed Information New and Changed Information Revision Date October 18, 2017 Updates Added the following sections: Auto Attendant, on page 42 Night Service, on page 64 Direct Inward Dial Numbers, on page 68 SIP Trunk Connectivity, on page 15 Added the information that a partner should provide to expedite the new SIP service provider on boarding process Management Tunnel, on page 11 Updated to include ICMP access to SEA ( /27) and DFW ( /27) servers as a requirement September 21, 2017 Added the following sections: BE4000 Getting Started with a Customer Site, on page 7 Add a Key Expansion Module, on page 54 September 13, 2017 Added the following sections: Specify Maintenance Schedule, on page 70 Change Business Hours, on page 45 Run Port Check Tool, on page 29 2

9 New and Changed Information New and Changed Information Revision Date September 6, 2017 Updates Added the following sections: Reset Password for a Customer Administrator OTP Account, on page 79 Add Secondary OTP Devices, on page 78 Update Primary Contact Details, on page 77 Change Business Hours, on page 45 Introduction to Cisco Business Edition 4000, on page 5 is updated to include information on Cisco Planning, Design & Implementation (PDI) Technical Advisor team availability for the BE4000. BE4000 Partner Portal Dashboard, on page 21 is updated to include Created By column Setup Assistant, on page 81 is updated with the following: Added field descriptions for Business Hours, Night Service, and Maintenance Schedule A maximum of 15 characters allowed for Customer Name and Location on Add Customer page Option to choose the type of user on the Stations page User or Public Updated the default values shown on the Line Cards page Management Tunnel, on page 11 is updated to include DNS, HTTP, and HTTPS requirements July 20, 2017 Updated Provision the Phone, on page 30 with the following information: Password for accessing the administrator settings on the phone Support for DHCP Option 66 Updated Setup Assistant, on page 81 with the following information to align with the changes in Cisco Business Edition 4000 Partner Portal: "Outbound Proxy" field is now optional "Provider Template" field is added 3

10 New and Changed Information New and Changed Information Revision Date July 12, 2017 Updates Changed the book title from "Cisco Business Edition 4000 Partner Portal Guide" to "" Reorganized the topics in the document based on end to end tasks performed by the partner in deploying a customer site Added the following sections: BE4000 Architecture and Design Considerations, on page 11 Reset OTP, on page 77 Customer Network Requirements, on page 11 Local Administration, on page 27 Setup Assistant, on page 81- contains field descriptions for Setup Assistant wizard April 24, 2017 First Publish. 4

11 CHAPTER 2 Overview of Cisco Business Edition 4000 Introduction to Cisco Business Edition 4000, page 5 Cisco Business Edition 4000 Workflow, page 6 BE4000 Getting Started with a Customer Site, page 7 Introduction to Cisco Business Edition 4000 Cisco Business Edition 4000 (BE4000) is a dedicated voice appliance that provides essential IP telephony and voic services for up to 200 phones. BE4000 comprises of a BE4000 appliance that is installed in the customer premises and the Cisco Business Edition 4000 Management cloud portal that manages the phone configurations. As a Cisco partner, you can preconfigure the customer network information in the Cisco Business Edition 4000 Management portal even before the BE4000 appliance is shipped to the customer site. After the BE4000 appliance is shipped and installed on the customer premises, it automatically pulls the preconfigured network information from the portal. Thus deployment is made easy and phone systems are set up quickly. BE4000 supports the Cisco IP Phone 7800 and 8800 Series only. For the list of supported phones, refer Supported Phones. You can connect to Public Switched Telephone Network (PSTN) by inserting the Cisco Network Interface Modules (NIM). For the list of supported NIM cards, refer Supported Line Cards. The following portals are available as part of the Cisco Business Edition 4000: Cisco Business Edition 4000 Management Portal (also referred to as Cisco Business Edition 4000 Partner Portal) Cisco Partners access this portal to preconfigure a customer s network. Cisco Business Edition 4000 Selfcare Portal - Customer administrators access this portal to manage all the Business Edition 4000 sites within their organization. End users access this portal to set up their phone features from anywhere at any time. The Cisco Planning, Design & Implementation (PDI) Technical Advisor (TA) team is available to help you with the BE4000. For more details, or to open a case with PDI TA, go to For the latest features and enhancements available in the BE4000, refer Release Notes. 5

12 Cisco Business Edition 4000 Workflow Overview of Cisco Business Edition 4000 Cisco Business Edition 4000 Workflow The following illustration outlines the high-level tasks that you perform to add and manage customer sites: Figure 1: BE4000 Workflow 6

13 Overview of Cisco Business Edition 4000 BE4000 Getting Started with a Customer Site BE4000 Getting Started with a Customer Site Table 2: BE4000 Getting Started with a Customer Site Step Task Purpose Prerequisite References Step 1 Read Cisco Business Edition 4000 Release Notes and go through the BE4000 Partner Support Center. Be aware of the prerequisites and limitations of BE4000. Cisco Business Edition 4000 Release Notes. BE4000 Partner Support Center support.be4000.cisco.com. Step 2 Understand the BE4000 Architecture and Design Considerations Be familiar with the network requirements and other design considerations required for site deployment. Read BE4000 Architecture and Design considerations chapter of the Cisco Business Edition 4000 Partner Guide. Step 3 Request Access to BE4000 Portal You cannot access BE4000 portal until your partner administrator provides you access. Log in to Partner Self-Service portal to request access. You must have a valid Cisco ID You must be associated with a Cisco Partner PSS Portal pss. Refer to Request Access to BE4000 Partner Portal section of the Cisco Business Edition 4000 Partner Guide for detailed procedure. 7

14 BE4000 Getting Started with a Customer Site Overview of Cisco Business Edition 4000 Step Task Purpose Prerequisite References Step 4 Access BE4000 Portal Register to the BE4000 Portal. You can create and configure a customer site in the BE4000 portal. Partner administrator has provided you access to BE4000 in PSS portal You must have a smart phone or a tablet with One Time Password (OTP) generator application BE4000 Portal / be4000.cisco.com. Read Access BE4000 Portal section of the Cisco Business Edition 4000 Partner Guide for detailed procedure. Step 5 Collect Customer and Site Details You must collect the customer contact details and network specifications before adding a customer site in the portal. Read Customer Contact and Network Details section of the Cisco Business Edition 4000 Partner Guide for detailed procedure. Step 6 Add customer site in the BE4000 Portal Create configuration for the customer site in the BE4000 portal and bring it to Ready to Deploy state. Have customer contact and network details ready Refer to Add Customer Site section of the Cisco Business Edition 4000 Partner Guide for detailed procedure. Step 8 (Task performed on the customer site) (Optional) Insert NIM cards. Based on the customer requirements, insert appropriate NIM cards to connect to the Public Switched Telephone Network (PSTN) NIM card must be available on the customer site. 8

15 Overview of Cisco Business Edition 4000 BE4000 Getting Started with a Customer Site Step Task Purpose Prerequisite References Step 9 (Task performed on the customer site) Access Local Administration screens to verify if BE4000 is connected to the network You must confirm that you have all the required connections before deploying the customer site. You can access local administration screens through Ethernet or Console. BE4000 appliance is connected to the network devices and powered on. RJ45 or USB console cable for Console based connection MGMT port (use a normal Cat5e or Cat6 cable) cable for Ethernet based connection Refer to Access Local Administration Screens section of the Cisco Business Edition 4000 Partner Guide for detailed procedure. Step 10 Run Port Checker You must confirm if the UDP ports 500 and 4500 are accessible to the BE4000 portal. Port Check tool must be run on Chrome, Firefox, or Opera browsers only Port Checker portcheck.be4000.cisco.com. Your computer must be on the same network as your BE4000 appliance 9

16 BE4000 Getting Started with a Customer Site Overview of Cisco Business Edition 4000 Step Task Purpose Prerequisite References Step 11 Deploy the site You must bring the site configurations that you created in the BE4000 portal on to the BE4000 appliance. You can deploy the site in the following ways: Scan the QR code on the underside of the BE4000 appliance and follow the prompts Browse to BE4000 deploy site be4000.cisco.com/ deploy You have verified the network connections by accessing the local administration screens You must have run the Port Check Tool and verified UDP Ports are available Provisioned telephony services A minimum internet download speed of 2 Mbps Customer Name, location, and serial number of the BE4000 appliance is ready BE4000 deploy site be4000.cisco.com/ deploy. Refer Deploy a Customer Site section of the Cisco Business Edition 4000 Partner Guide for detailed procedure. Refer to Cisco Business Edition 4000 Quick Start Guide. Step 12 Verify that the site is in the online on the BE4000 Portal Ensure that the site is up and running. You cannot provision the phones if the site is not in the Online state. Deployment is successfully completed. BE4000 Portal be4000.cisco.com Step 13 (Task performed on the customer site) Connect the phones to the network and provision using Extension Assigner Connect phones to the network and assign extensions that you added in the BE4000 Portal while adding a customer site. Have the list of extensions configured in the BE4000 portal and its associated phone model Have the required phone devices ready on the customer site Refer to Provision the Phone section of the Cisco Business Edition 4000 Partner Guide for detailed procedure. DHCP option 150 or DHCP Option 66 is enabled 10

17 CHAPTER 3 BE4000 Architecture and Design Considerations Customer Network Requirements, page 11 Deployment Overview of BE4000, page 13 PSTN Connectivity, page 14 SIP Trunk Connectivity, page 15 Pre-Staging BE4000, page 18 Supported Codecs, page 18 Subnets, page 18 Customer Network Requirements Management Tunnel Cisco Business Edition 4000 requires permanent access to the internet for deployment and management. After the site is successfully deployed, permanent access to the internet is optional. BE4000 relies on a Dynamic Multipoint VPN (DMVPN) outgoing connection to the Cisco Business Edition 4000 Management Cloud. The following DMVPN Ports and Protocols are required to be open outbound on the connection used to connect to the Cisco Business Edition 4000 Management cloud: UDP Port 500 Internet Security Association and Key Management Protocol (ISAKMP). Used in IKE UDP Port 4500 (Only needs to be open when BE4000 cloud management connection is behind NAT) NAT Traversal (NAT-T). When the BE4000 is behind NAT, NAT-T encapsulates ESP in UDP port 4500 to allow ESP to communicate in and out of the network 11

18 DHCP Server BE4000 Architecture and Design Considerations ESP Protocol 50 (Only needs to be open when BE4000 cloud management connection is not behind a NAT) Encapsulation Security Payload (ESP). Provides authentication, integrity, and confidentiality, when used in IPsec (DMVPN) it also provides encryption services HTTP (port 80) and HTTPS (port 443) access from the BE4000 to the internet Outbound access to Domain Naming System (DNS): DNS port 53 must be open ICMP (Internet Control Message Protocol) access to SEA ( /27) and DFW ( /27) servers Note You can have a maximum of two DMVPN spokes sharing a NAT IP address in the customer network. DHCP Server By default the BE4000 uses a DHCP address for initial deployment. A static address may be configured locally if a DHCP server is not available. Connection can be via console, or Ethernet to the MGMT port. For information on console and Ethernet based connection, refer Local Administration, on page 27. When deploying Cisco Unified IP Phones, it is necessary for the phones to automatically discover the BE4000 to download phone configuration files. DHCP Option 150 and DHCP Option 66 is required to provide the IP address of the BE4000. If you do not enable DHCP Option 150 and DHCP Option 66, you must manually configure each IP phone with the required BE4000 IP address. Voice VLANs Before the phone has its IP address, the phone determines which VLAN it should be in by the Cisco Discovery Protocol (CDP) negotiation that takes place between the phone and the switch. This negotiation allows the phone to send packets with 802.1Q tags to the switch in a voice VLAN so that the voice data and all other data coming from the computer behind the phone are separated from each other at Layer 2. Voice VLANs are not required for the phones to operate, but they provide additional separation from other data on the network. Voice VLANs can be assigned automatically from the switch to the phone, thus allowing for providing Layer 2 and Layer 3 separation between voice data and all other data on a network. A voice VLAN also allows for a different IP addressing scheme because the separate VLAN can have a separate IP scope at the Dynamic Host Configuration Protocol (DHCP) server. If a customer wants to use voice VLAN, they should provide DHCP for it and routing to the BE4000, if BE4000 is located on a different IP subnet. If the BE4000 is located in the voice subnet, then it must be able to route to the internet for access to the management portal. 12

19 BE4000 Architecture and Design Considerations Deployment Overview of BE4000 Deployment Overview of BE4000 Single Site BE4000 supports one appliance per site, with up to 200 devices. It is a standalone appliance with no option for clustering and cannot join or be used with an existing Cisco Unified Communications Manager or Cisco Unified Communications Manager Express. When using the Setup Assistant wizard in the BE4000 Partner Portal, Region Settings selection for Country is used for language selection (phone localization and voic ). Country is also used for dial plan. Only one language is supported per appliance. Note A minimum internet download speed of 2 Mbps is required. Figure 2: Single Site Deployment Multi-Site Dialing between multiple BE4000 appliances is currently not supported. Remote User If the customer network has appropriate connectivity, either via VPN or direct connection, the BE4000 can provide services to phones installed at remote locations. 13

20 PSTN Connectivity BE4000 Architecture and Design Considerations Note The BE4000 does not include a VPN server. PSTN Connectivity Using up to two of the network interface modules in the BE4000, you can directly connect to your PSTN provider using analog or digital trunks. Note The following IP Networks are not supported: x/ x/ x/ x/ x/ x/ x.x/ x.x/16 BE4000 supports the following trunk types: FXO/DID Basic Rate ISDN Primary Rate ISDN (T1 or E1) 14

21 BE4000 Architecture and Design Considerations SIP Trunk Connectivity Note T1 CAS and E1 R2 are not supported. Figure 3: PSTN Connectivity SIP Trunk Connectivity Note SIP trunk supports up to 100 sessions. The BE4000 also allows calling via IP trunks to service providers using SIP. A variety of options are provided that allow services to be delivered via dedicated service connections, or over the top of a customer's internet access. To simplify configuration, a number of preconfigured templates for certain service providers are also offered through the management portal. SIP Service Provider Due to diverse SIP implementations by service providers, new service providers must be brought on board and validated before attempted use. Contact the service provider on boarding team by sending an to be4000-siptrunk@external.cisco.com to begin the on boarding process. Depending on the complexity of the service provider's SIP service specification, we recommend beginning the service provider on boarding process as early as possible. To expedite the on boarding process, provide the following information about your deployment: Partner name Deployment address Serial number of the BE4000 SIP service provider name 15

22 Using the BE4000 Main Interface for SIP Trunk Connectivity BE4000 Architecture and Design Considerations Technical information provided by the service provider Note The following IP Networks are not supported: x/ x/ x/ x/ x/ x/ x.x/ x.x/16 The BE4000 offers two primary options for connecting to a SIP VoIP trunking service: 1 Using the main interface (GE 0/0/0) of the BE4000 for the SIP trunk, media and cloud management connection 2 Using the BE4000 secondary interface (GE 0/0/1) connected to a dedicated internet connection for your VoIP service The following details the requirements for preparing your network for each of these options: Using the BE4000 Main Interface for SIP Trunk Connectivity Figure 4: SIP Trunk Connectivity Using Main Interface 16

23 BE4000 Architecture and Design Considerations Using the BE4000 Secondary Interface for SIP Trunk and External Media In this scenario, the BE4000 is connected as a privately addressed host in your local area network, so it is assumed that all traffic sent to the internet is subject to Network Address Translation (NAT). As such, the following is required to reliably exchange VoIP traffic: 1 Secure a static public internet address from your ISP. The BE4000 uses this address to ensure that signaling is properly formatted as it is sent. 2 It may also be necessary to forward inbound traffic to the BE4000, especially if your SIP provider does not require registration. Depending on the capabilities of your WAN router, this may be accomplished in a number of ways: a b c Add port forwarding rules for SIP signaling and media traffic. Use static NAT rules. Configure the BE4000 IP address as a DMZ host. Using the BE4000 Secondary Interface for SIP Trunk and External Media Figure 5: SIP Trunk Connectivity Using Secondary Interface The secondary interface may be configured with an IP address either manually or dynamically through DHCP. If a manual address is configured and traffic is passed through NAT, then an external IP address may be configured in the portal to fix up signaling traffic. This option is not currently offered where an address is assigned dynamically. In this case, it is assumed that the assigned address is either publically routable, or if NAT is used, then the VoIP provider offers transparent hosted NAT traversal. When using the secondary interface, the BE4000 must be assigned an address in a different subnet to that used for the primary interface. To ensure that traffic is correctly routed and accepted, all IP addresses used by your provider must be included in the portal trusted address list for the trunk. 17

24 Pre-Staging BE4000 BE4000 Architecture and Design Considerations Pre-Staging BE4000 It is not normally necessary and we do not recommend that you pre-stage the BE4000. If you want to pre-stage BE4000, you must fully simulate the customer s network environment including internal and when using SIP the external connectivity addressing. Note The IP address of the BE4000 cannot be changed after installation. You must follow the directions to factory reset your appliance and start a new deployment. Supported Codecs Subnets BE4000 supports the following codecs: G711 (both a-law and mu-law) G729 G722 ilbc IP Networks The following IP Networks are not supported: x/ x/ x/ x/ x/ x/ x.x/ x.x/16 18

25 CHAPTER 4 Set up a Customer Site Request Access to BE4000 Partner Portal, page 19 Access BE4000 Partner Portal, page 21 Collect Customer Network Requirements, page 22 Add a Customer Site in BE4000 Partner Portal, page 24 Request Access to BE4000 Partner Portal Before You Begin You must have Cisco ID. If you do not have a Cisco ID, Register Now. You must be associated with a Cisco Partner. If your company is new to Cisco, complete Partner Registration. Procedure Step 1 Step 2 Step 3 Log in to with your Cisco ID. Select Manage My Access. Click Request Additional Access. 19

26 Request Access to BE4000 Partner Portal Set up a Customer Site Step 4 Select BE4000 Portal from the drop-down list. Step 5 Contact one of the Cisco Partner Administrators from the list in the PSS portal to request for BE4000 Portal access. 20

27 Set up a Customer Site Access BE4000 Partner Portal Access BE4000 Partner Portal To access the BE4000 Partner Portal, Cisco partners are required to use two factor authentication using a standards-based one time password (OTP) generator together with their Cisco.com user account. Varieties of standards-based OTP applications are available (some of them are listed here), free of charge, for most makes of smart phone. For iphone phones: OTP Auth or Google Authenticator. For Android phones: Google Authenticator or FreeOTP Authenticator. Note The PingID authentication application is not currently supported. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Go to the URL: Sign in using your Cisco.com credentials. Accept the Terms of Service. Click Continue on the BE4000 portal. Enter the device name. The name entered here is displayed on the OTP application configured on your smart phone. Click Continue. Use the OTP application to scan the QR code. Click Continue. Enter the security code generated by your OTP application. Click Continue. Save the rescue code. Click Continue. Note If you lose your smart phone, you can sign in using the rescue code. BE4000 Partner Portal dashboard displays. When you view the partner portal page for the first time, a blank page may appear. BE4000 Partner Portal Dashboard The BE4000 Partner Portal uses a three-section layout which consists of the following: Top-level section with notifications and high-level user details. Feature menu section that helps to manage the customers in the portal and edit the column display. Content section that displays only after a customer is added to the page. Once the customer is added on the page, you can view customers and add, update, or delete their configuration details. 21

28 Collect Customer Network Requirements Set up a Customer Site The features of the dashboard are explained as follows: Feature Your BE4000 appliance administrators list. Customer Search You can search for your customers and find key information about each site, users, or groups anytime. Refreshes all customer data on this page. View more details of the site and appliance. For example, IP address, last call, version, the last change made, created by, and so on. By default, you see details of the following columns: Customer Name Location Status Serial Number Phones Phones Last Change Actions Add Customer Add a new customer. See Add a Customer Site in BE4000 Partner Portal, on page 24. Collect Customer Network Requirements The following information is mandatory to create and configure a customer site. Contact your customer and collect the details. Customer Contact Details Customer Name Location where the BE4000 appliance is placed Customer administrator s address Customer administrator s contact name LAN Network Details BE4000 IP Address 22

29 Set up a Customer Site Collect Customer Network Requirements Voic IP address and subnet mask Gateway address Internet Service Provider Name SMTP Service details (Required to enable voic to functionality) Direct Dial Numbers Direct Dial Numbers are customer s numbers for SIP, BRI, and PRI connections. Collect the numbers and the service name for each number. SIP Trunks Customer preference for SIP trunk connectivity: 1 Use the main interface (GE 0/0/0) of the BE4000 for the SIP trunk and internet connectivity 2 Use the BE4000 secondary interface (GE 0/0/1) connected to a dedicated internet connection for SIP trunk and use the main interface (GE 0/0/0) of the BE4000 only for internet connectivity If customer chose option 2, check which one of the following they are using for the SIP trunk: Static address Dynamic address If they are using static address, collect IP address, subnet mask, default gateway, service name, and proxy server and port details, and trusted IP addresses. If they are using dynamic address, collect the interface type they are using, service name, and proxy server and port details, and trusted IP addresses. Line Cards Check if your customer wants to connect to traditional telephone services and devices. If yes, ensure that the customer orders the NIM card based on the required services. Refer to Cisco Business Edition 4000 Release Notes for the list of supported NIM cards. Collect the information on the type of NIM card its associated details from your customer. For FXS Cards, collect Extension name, extension number, class of restriction (COR), u-law/a-law For FXO Cards, collect Line name, line number, Inbound only/in and Out, u-law/a-law For BRI Cards, collect Service name and Overlap receiving (enabled or disable) For PRI Cards, collect Service name, T1/E1, ISDN Switch type Dial Plan Country Local Dialing Options Telephony port tone Time zone Language preference Number of digits in an extension 23

30 Add a Customer Site in BE4000 Partner Portal Set up a Customer Site Digits to dial An outside line An intercom extension To send voic automatically End User Details For user-specific phones First name, last name, display name, extension number, phone mode, COR, address if user requires voic functionality For public phones (used for common services such as a conference room) Display name, extension, and phone type Business Hours Customer s working days and hours. Maintenance Schedule A 2-hour block of time each day when it is safe for the system to install the software updates. The system may be offline and unable to make or receive phone calls during the maintenance schedule. Add a Customer Site in BE4000 Partner Portal Use the Setup Assistant wizard in the BE4000 Partner Portal to create your new customer site. You can view and manage multiple customers. Here, each customer is equivalent to a single BE4000 appliance. Each site has a BE4000 that is configured with features for users connecting through that site. Before You Begin You must have your customer network information ready before you create a site. See Collect Customer Network Requirements, on page 22. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Click Add Customer on the upper right corner of the dashboard. Click Get Started to start creating a customer site. Enter the customer and location details on the Add Customer page. See Add Customer s, on page 81. You can manually enter the customer details to create a site or select a template. Selecting the template auto populates the network information and other site details based on the template. Enter the LAN Network Connection, Direct Dial Numbers, SIP Trunks, and Line Card information collected from the customer on the Connectivity page. See Connectivity s, on page 82. Enter the Region Settings, System Settings, and Dial Plans information collected from the customer on the Dial Plan page. See Dial Plan s, on page 95. Enter the details of the users, extensions, and other calling features on the Stations page. See Stations s, on page

31 Set up a Customer Site Add a Customer Site in BE4000 Partner Portal Step 7 Step 8 Step 9 Step 10 You can manually enter the details by adding rows or upload your spreadsheet (based on the template) containing the user details. Create Hunt Groups and Auto Attendant based on customer requirements on the Call Routing page. See Call Routing s, on page 97. Upload an audio file for Music on Hold based on the customer requirements on the Features page. See Features s, on page 103. Click Yes if you want to apply the entered BE4000 configuration changes for your site. Else, click No to continue with editing the setup assistant configurations. Click Save as template if you want to load your saved configurations at a later stage. Once you are done with the setup assistant, you are ready to deploy the site you created. Note If you terminate the Setup Assistant wizard after adding customer details before completing the configurations, the customer site is created and listed in the dashboard. You can edit the configurations later. 25

32 Add a Customer Site in BE4000 Partner Portal Set up a Customer Site 26

33 CHAPTER 5 Deploy a Customer Site Local Administration, page 27 Run Port Check Tool, page 29 Deploy a Customer Site, page 30 Provision the Phone, page 30 Local Administration To assist you in troubleshooting the connectivity and monitoring the management tunnel while on customer premises, local administration screen has been enabled on BE4000. Accessing the local administration screens is optional. The locally accessible screens provide: Information about the appliance connectivity Access to manually set a temporary IP address to connect to the cloud portal Access to factory reset the appliance You can access the local administration screen through the Console or Ethernet. Console Based Local Administration Procedure Step 1 Step 2 Step 3 Connect through RJ45 or USB console cable. Log in with the username status. Password is not required. Type the appropriate option and press Enter. 27

34 Ethernet based Local Administration Deploy a Customer Site Ethernet based Local Administration Procedure Step 1 Step 2 Step 3 Step 4 Connect your computer back to back to MGMT port (use a normal Cat5e or Cat6 cable). Use SSH client to connect to the BE4000 using either the MGMT IP Address ( ) or Host Name (status@be4000). Log in with username status. No password is required. Type h to see the available options. 28

35 Deploy a Customer Site Run Port Check Tool Step 5 Type the appropriate option and press Enter. Run Port Check Tool Run Port Check tool to confirm if the UDP ports 500 and 4500 are accessible to the BE4000 portal. 29

36 Deploy a Customer Site Deploy a Customer Site Before You Begin Port Check tool must be run on Chrome, Firefox, or Opera browsers only Your computer must be on the same network as your BE4000 appliance Procedure Step 1 Step 2 Enter the URL Ensure that UDP ports 500 and 4500 are available. Deploy a Customer Site Before You Begin Customer site is added in BE4000 Partner Portal Network Interface Module (NIM) cards, if necessary, are inserted in appropriate slots and connected Confirm if BE4000 is connected to the network using Local Administration screens BE4000 is powered ON Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Locate the QR code on the underside of the product. Use a QR scanner application to scan the QR code and launch the BE4000 portal. If you don t have a QR scanner, browse to the BE4000 portal - Enter the serial number if prompted, and select your customer-site configuration. Verify Network Interface Module (NIM) cards, if required, are inserted in appropriate slots, cable are connections and BE4000 is powered ON. Click Deploy Configuration. We recommend that you install the BE4000 in a 19-inch rack. You can also wall mount or place the BE4000 on any secure flat surface, if preferred. If you are installing in a rack, use the bracket mounting point (both sides) to attach the mounting brackets with the screws provided. Use suitable fastenings to secure the product in place. Provision the Phone Extension Assigner feature allows you to assign an extension to a new or replacement IP phone. Perform the following steps to assign an extension to a phone. 30

37 Deploy a Customer Site Troubleshooting Phone Provisioning Before You Begin Customer site successfully deployed and available Online You have Network IP address, TFTP options containing IP address of BE4000, and Gateway address to connect to the BE4000 server Note We recommend you to configure DHCP Option 150 to simplify the provisioning of phones. Configuring DHCP Option 66 is also supported. You can manually configure the TFTP address but it may take more time. Procedure Step 1 Connect the phone to the network. The phone gets assigned with a temporary extension. Note If you are manually configuring the TFTP address and you are prompted for a password while accessing the administrator settings on the phone, enter adg234. Step 2 Dial the Extension Assigner directory number, When prompted for password, enter Step 3 Step 4 Step 5 Step 6 Enter the pound (#) key. Enter the permanent extension, followed by the pound (#) key. Enter the extension configured on the portal for this user or phone. Enter 1, followed by the pound (#) key to confirm the extension. End the call. The phone reboots and the assigned extension is shown on the phone display. Note If you are prompted for a password while accessing the administrator settings on the phone after configuring the permanent extension, enter ptwmjg. Troubleshooting Phone Provisioning Once a phone is known to the system (auto-registered or fully configured), it may become unregistered for several reasons (some of them are listed below). Check for the following: Verify whether the phone is connected to power and is operational. Check whether the phone has an IP address and the TFTP address. If the MAC address is correct, phones must have lost its connection to BE4000. Unplug and plug the phones to the BE4000 network again. Check reachability between the phone and BE4000. The TFTP address must be the address of BE4000. If there is no reachability, then connect the phones to a different port and verify the reachability again. Even after the correct IP address and TFTP is configured, and the phone is still unregistered, check whether BE4000 is reachable from the phone. If the phone is faulty, we have to replace the phone. Verify whether the customer site is in the Online state. 31

38 Troubleshooting Phone Provisioning Deploy a Customer Site Try resetting the phone to factory default. On the phone display, choose Applications > Admin Settings > Reset Settings > All. 32

39 CHAPTER 6 Manage Your Site View Status of the BE4000 Appliance, page 34 Troubleshoot the Status of BE4000, page 34 Share Details of Your Site Configuration, page 35 Modify the Customer Site After Deployment, page 36 Create a Template from Existing Deployments, page 36 Line Cards, page 37 Auto Attendant, page 42 Change Business Hours, page 45 Extensions, page 45 Phones, page 50 Personal Mailbox, page 56 Group Mailbox, page 59 Hunt Groups, page 62 Night Service, page 64 Pickup Group, page 67 Direct Inward Dial Numbers, page 68 Modify Music on Hold, page 70 Specify Maintenance Schedule, page 70 Configure Back Up Schedule for a Site, page 71 Restore the Backed-Up Site Configuration, page 71 Delete a Customer Site, page 72 Manually Reset to Factory Default, page 73 Reload the BE4000 Appliance, page 76 Reset OTP, page 77 33

40 View Status of the BE4000 Appliance Manage Your Site Change Your Customer Administrator Address, page 77 Update Primary Contact Details, page 77 Add Secondary OTP Devices, page 78 Sign In to BE4000 Partner Portal Using a Secondary OTP Device, page 78 Reset Password for a Customer Administrator OTP Account, page 79 View Status of the BE4000 Appliance You can view the status of all the BE4000 appliances at various customer locations. Service status is refreshed in real time. Click the icon to manually refresh the status. For more information on the various status states available for BE4000, their definitions, and ways to troubleshoot them, see Troubleshoot the Status of BE4000, on page 34. Troubleshoot the Status of BE4000 Appliance Status Online Offline Service is available. Appliance's management connection to the cloud is down. Troubleshooting Information Check if: Appliance is disconnected. Appliance is powered off. Customer has changed the firewall settings and these ports are blocked: UDP 500, UDP 4500, or ESP 50. Customer s internet connection is down. Inactive Needs Attention Appliance has been inactive for more than a period. There is an error related to the service. Customer might be: Moving offices. Switching out internet providers over the weekend. Appliance must be reloaded when it is connected back. Errors can be for the following reasons: More than 15% of the phones are unregistered. Any issue with the traditional or VoIP trunks. There is impact to the phone services. Configuration in Process Site is being set up by the user. Ensure that you enter all details in the BE4000 navigation wizard to make the appliance ready to be deployed. 34

41 Manage Your Site Share Details of Your Site Configuration Appliance Status Ready to Deploy Deploying Deployment Failed Your configuration is complete and ready to be used for the BE4000 deployment. Appliance is already registered with this configuration and is currently being configured. Appliance is not deployed. Troubleshooting Information You must view the navigation on the appliance for more information. Deployment can fail for the following reasons: Most likely the ports are blocked. Wrong LAN settings. Connectivity issues. Voic Configuration Failed Inventory Failed Voic functionality does not work. Your appliance inventory failed. Check if the voic appliance is faulty. Contact Cisco TAC for assistance. Go to the Deployment status page and click the trace icon to get the deployment failure log details. Redeploy the site again. Contact Cisco TAC for assistance. Share Details of Your Site Configuration You can share your appliance configuration summary with your customers regularly. Procedure Step 1 Step 2 Step 3 Choose a customer. Click Configuration Summary. Choose one of the following: Export You can export a PDF version of the appliance details. Mail You can the appliance details to your customer or partner. 35

42 Modify the Customer Site After Deployment Manage Your Site Modify the Customer Site After Deployment You can change the settings of your BE4000 appliance after deployment. Procedure Step 1 Step 2 Select a deployed customer site and click the dotted lines next in the Actions column. Click Manage Sites to display the configuration summary and editing options. You can edit the following and then save the changes: Auto Attendant Modify auto attendant settings. Business Hours Modify open and closed hours. Extensions Modify or delete extension numbers. Direct Inward Dial Numbers Add, edit, or delete the Direct Inward Dial (DID) numbers. Group Mailbox Create group mailbox for various departments. Hunt Groups Modify hunt groups. Line Cards Change line card settings. Night Service Enable or disable night service. Personal Mailbox Create personal mailbox for users. Phones Add or delete phones. Step 3 Save the changes. Create a Template from Existing Deployments You can create a configuration template from an existing site that is deployed and either online or offline. 36

43 Manage Your Site Line Cards Procedure Step 1 Step 2 Click Create Template from the Actions menu selecting the desired site. You are directed to the Connectivity Settings page. Edit relevant pages of the wizard to create a new site using some of the existing configurations. For detailed descriptions about each page in the setup assistant page, see Add a Customer Site in BE4000 Partner Portal, on page 24. Line Cards Add a Line Card BE4000 allows you to connect to traditional telephony services and devices by adding Network Interface Modules (NIM). You can add a maximum of two NIM cards. For the list of supported NIM cards, refer Supported Line Cards. On the portal, you can add a new NIM card or edit an existing NIM card. Currently, removal and replacement of NIM cards are not supported on the BE4000 portal. Before You Begin A line card must be installed into the BE4000 appliance Have the DID numbers for the line cards ready Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Log in to the BE4000 portal. Click Manage Site from Actions menu for the desired site on the dashboard. Click Line Cards (NIM). Click Add NIM Card. Add the DID numbers on the Direct-Inward-Dial page. Note Do not add FXO line numbers. FXO line numbers can be added as port configurations on the upcoming Line Card page. Step 6 Enter the configuration details based on the type of card inserted. For field descriptions, refer Line Card - s, on page 38. Note If you already have a line card installed into your BE4000 appliance, then it automatically gets listed. However, you cannot edit the configurations of an installed line card while adding a new line card. Refer to Edit a Line Card, on page 41 for details on editing a line card configuration. Step 7 Step 8 Enter the details in the Inbound Call Mapping and Outbound Caller ID pages based on your requirements. Click Yes to save the changes. Note The phone systems go offline and you cannot make or receive calls until the updates are successfully completed. 37

44 Add a Line Card Manage Your Site Step 9 Click Done. Note Ensure that emergency services, DID numbers, and card features are tested and verified. Line Card - s Table 3: NIM-2FXS or NIM-4FXS If you are using NIM-2FXS or NIM-4FXS, input the following details: Label Extension Number COR Enter the label to identify each phone. Enter the extension number. Choose one of the following Class of Restriction (COR): Internal Local Local-Plus National National-Plus International u-law/a-law Choose the type of algorithm used for modifying an input signal for digitization: u-law a-law Table 4: NIM-2FXO or NIM-4FXO If you are using NIM-2FXO or NIM-4FXO, input the following details: Name Number Inbound Only/In + Out Enter the label name. Enter the number for analog phone line. Mark the line as incoming only or bi directional. The system builds the trunk groups based on what you select. 38

45 Manage Your Site Add a Line Card u-law/a-law Choose the type of algorithm used for modifying an input signal for digitization: u-law a-law Table 5: NIM-2FXS/4FXO If you are using NIM-2FXS/4FXO, input the following details: Label Extension Number COR Enter the label to identify each phone. Enter the extension number. Choose one of the following Class of Restriction (COR): Internal Local Local-Plus National National-Plus International u-law/a-law Choose the type of algorithm used for modifying an input signal for digitization: u-law a-law Name Number Inbound Only/In + Out u-law/a-law Enter the label name. Enter the number for analog phone line. Mark the line as incoming only or bi directional. The system builds the trunk groups based on what you select. Choose the type of algorithm used for modifying an input signal for digitization: u-law a-law 39

46 Add a Line Card Manage Your Site Table 6: NIM-2BRI-NT/TE or NIM-4BRI-NT/TE If you are using NIM-2BRI-NT/TE or NIM-4BRI-NT/TE, input the following details: Service Name Overlap Receiving ISDN SPID Number of Digits Provider Sends Name of your service provider. Note The same service name cannot be used for different types of NIM cards or SIP. Choose whether you want your call setup to work based on overlap receiving. You can enable or disable this option. If your service provider does not use enbloc signaling, this option allows BE4000 to wait for additional digits to be received before the call is routed. Some service providers use service profile identifiers (SPIDs) to define the services subscribed to by the ISDN device that is accessing the ISDN service provider. A SPID is usually a seven-digit phone number with some optional numbers. Denotes the number of digits that you want your service provider to collect from the calling party number before an outbound call is made. Range is from 1 to 16. Default value is 4. Table 7: NIM-1MFT-T1/E1, NIM-2MFT-T1/E1, or NIM-4MFT-T1/E1 If you choose NIM-1MFT-T1/E1, NIM-2MFT-T1/E1, or NIM-4MFT-T1/E1, input the following details: Service Name Card Type ISDN Switch Type Name of your service provider. Note The same service name cannot be used for different types of NIM cards or SIP. Choose either T1 PR1 or E1 PRI. Lists the ISDN Service Provider PRI Switch Types. Choose one of the following: primary-4ess primary-5ess dms100 primary-net5 primary-ni Automatic Synchronization You can decide whether you want to enable or disable automatic synchronization of configuration files of the BE4000 appliance. Clock is taken from port 0. 40

47 Manage Your Site Edit a Line Card Controller Setup Line Code Framing Number of Digits Provider Sends ISDN Type Defines the controller setup for configuring channelized T1 or E1 controllers. Choose either Full PRI or partial PRI. Enter the line code. By default, the line code is high-density bipolar 3 (hdb3). Choose the framing as cyclic redundancy check 4 (crc4) or no crc-4. This option defines the framing characteristics as (crc4) or no crc-4. Denotes the number of digits that you want your service provider to strip from the calling party number before an outbound call is made. Range is from 1 to 16. Default value is 4. Choose the ISDN type: local national international Edit a Line Card Before You Begin A line card must be installed into the BE4000 appliance Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Log in to the BE4000 portal. Click Manage Site from Actions menu for the desired site on the dashboard. Click Line Cards (NIM). Click Edit Configuration. Modify the required details for the installed line cards. For field descriptions, refer Line Card - s, on page 38. Note You cannot change the card type (T1 PRI to E1 PRI or E1 PRI to T1 PRI) for the following cards: NIM-1MFT-T1/E1 NIM-2MFT-T1/E1 NIM-4MFT-T1/E1 Click Yes to save the changes. Note The phone systems go offline and you cannot make or receive calls until the updates are successfully completed. 41

48 Auto Attendant Manage Your Site Step 7 Click Done. Note Ensure that emergency services, DID numbers, and card features are tested and verified. Auto Attendant Auto Attendant service (also referred to as a virtual receptionist), is a phone system that enables your callers to be automatically transferred to an extension, eliminating the need for a receptionist and avoiding extended waiting period. BE4000 provides you this automated phone answering facility to communicate effectively with customers and improve your business operations. An auto attendant answers all incoming calls with an audio greeting and options menu (different for open and closed hours). A maximum of five submenus with a maximum depth of 3 levels can be configured. Cisco partner, customer administrator, and any end user with PromptAdministrators privileges can update auto attendant greeting. Add Auto Attendant You can add or update Auto Attendant service post site deployment. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Click Manage Site from Actions menu for the desired site on the dashboard. Click Auto Attendant. Enter the information in the fields. For field descriptions, refer to Auto Attendant - s, on page 42. Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Click Yes. Auto Attendant - s Pilot Number Operator Extension Enter the number that callers dial to reach auto attendant. Range is from 100 to Allows selection of one of the extensions as the operator extension. 42

49 Manage Your Site Enable Users to Update Auto Attendant Greeting Audio Prompt (Welcome Message) Audio Prompt (Open Message) Add Menu Option Time Out Number of repeats before hang up. Audio Prompt (Closed Message) Displays the default audio greeting file that is played when auto attendant is activated. You can play the existing file or upload a new.wav file. To select a new greeting file, click Upload. Note BE4000 supports only.wav audio file with G.711 u-law, 8kHz, 8 bit, Mono format. The file cannot be larger than 1 MB (about 2 minutes). The filename cannot have space and special characters. Displays the default audio file that is played for all calls received during open hours. You can play the existing file or upload a new.wav file. To select a new audio file, click Upload. Note BE4000 supports only.wav audio file with G.711 u-law, 8kHz, 8 bit, Mono format. The file cannot be larger than 1 MB (about 2 minutes). The filename cannot have space and special characters. Allows you to add more customized menu options. You can add 0-9 menu options in addition to a * menu. Each menu option can be labeled in a meaningful way to help identify locations or users in your system using any one of the following: Dial by Name, Pilot Number, Dial by Number, Call Hunt Group, Repeat this Menu, Return to Main Menu, or Submenu. Number of times the audio file is played before disconnecting the call. Value range is from 0 to 9. Displays the default audio file that is played for all calls received during closed hours. You can play the existing file or upload a new.wav file. To select a new audio file, click Upload. Note BE4000 supports only.wav audio file with G.711 u-law, 8kHz, 8 bit, Mono format. The file cannot be larger than 1 MB (about 2 minutes). The filename cannot have space and special characters. Enable Users to Update Auto Attendant Greeting To assign PromptAdministrator privilege for an end user, perform the following: 43

50 Update Auto Attendant Greeting from a Phone Manage Your Site Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Click Manage Site from Actions menu for the desired site on the dashboard. Click Personal Mailbox. Click Modify from the Actions menu for the desired user. Navigate to Groups page and click Groups. Check PrompAdministrators. (Hover the mouse on PromptAdm to view the complete text) Click OK. Update Auto Attendant Greeting from a Phone Before You Begin If you are an end user, verify whether you have the privilages to modify auto attendant greeting. Procedure Step 1 Dial Step 2 Enter your extension and PIN. Enter the PIN that you use to access your voic . You hear the prompts as follows: Welcome to Greeting Management System. Press "1" to administer the Automated Attendant Alternate Greeting Press "2" to administer custom prompts Step 3 Press 1. You hear the following prompts: Press "1" to record a new prompt Step 4 Press 1. Step 5 Step 6 Record a new prompt after the beep. Press the # key to complete the recording. You hear the new prompt that you have recorded and the following prompts: Press "2" to save the prompt Press "3" to delete the prompt Step 7 Press 2. 44

51 Manage Your Site Change Business Hours Change Business Hours A Cisco partner configures business hours for a site during the initial site deployment in the Setup Assistant. After the site is successfully deployed, a Cisco partner or a customer administrator can change the business hours. Procedure Step 1 Step 2 Step 3 Click Managed Site from Actions menu for the desired site on the dashboard. Click Business Hours. Click one of the following options: 24/7 (No Closed Hours) Business is functional on 24 hours on all days. Dual Hours (Open and Closed) Set open and closed hours for each day based on the organization requirements. Note Auto Attendant menu is played based on the Open and Closed hours For Night Service feature to function, ensure that you set the business hours to Dual Hours (Open and Closed) You must enter time in 24-hour format only (17:00 for example). Time must be either full (:00) or half hours (:30). Step 4 Step 5 (Optional) Click Add New Holiday to add the holidays for the organization. Click the arrow at the bottom-right corner of the screen and click Yes to apply the changes made. Extensions An extension number is a unique number that is assigned to an employee in an organization. An employee can have more than one extension number. Dial Plan for your organization defines the number of digits for an extension and the maximum number of extensions that can be configured at a site. Cisco partner configures the dial plan during the site creation. Contact Cisco partner if you need more details on dial plan configured for a site. Add an Extension While adding an extension, you can also configure call forwarding, single number reach, voic capabilities, and other calling features for an extension. 45

52 Add an Extension Manage Your Site Procedure Step 1 Click Manage Site from Actions menu for the desired site on the dashboard. Step 2 Click Extensions. The Manage Extensions page is displayed. Step 3 Click Add Extension. Step 4 Enter the information in the fields. For field descriptions, refer Extensions - s, on page 46 Step 5 Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Step 6 Click Yes. Extensions - s Table 8: Add Extension Extension Display Name User Type Extension number associated with the end user. Enter a minimum of 3 digits for an extension. Maximum number of digits in an extension can go up to 5. Display name for the end user. The name entered here is displayed on the called phone device when a call is received from this extension. User An extension assigned to the end user. You must configure an address associated with the end user. Public An extension assigned to a phone that is meant for general use by many end users. You need not configure an address. For example, the extension assigned to a phone in the conference room. Table 9: Create End User First Name Last Name Address Enable Voic First name of the end user. Last Name of the end user. address of the end user. Cisco Cisco Business Edition Selfcare Portal registration link is sent to this address. Voic to feature is enabled for this extension. Any voic coming to this extension is sent as an attachment to the registered address. 46

53 Manage Your Site Add an Extension Table 10: Call Forward All Night Service Busy No-Answer No-Answer Timeout (3-60,000 secs) Unregistered All the incoming calls are forwarded to another extension, voic address, or an E.164 number. The incoming calls are forward calls to another extension during night service hours. The incoming calls are forwarded to another extension, voic address, or an E.164 number, only when the extension is busy. The incoming calls are forwarded to another extension, voic address, or an E.164 number, when the calls are not answered. Time in seconds up to which a call rings on the extension when no one answers. After this time out period, the call gets forwarded to configured extension, voic address, or an E.164 number. When the extension is unregistered to BE4000, the calls are forward to another extension, voic address, or an E.164 number. An extension can be in unregistered state when the phone device is unplugged or the network between the BE4000 and the extension is not functional. Table 11: SNR Check the Enable SNR check box to enable Single Number Reach Functionality. SNR Number Call Forward No-Answer Calling Number Local SNR Delay (0-10 secs) The number for Single Number Reach (SNR) functionality. SNR allows you to answer the incoming calls on the desk phone or from a mobile phone. You can also swap active calls on a desk phone or at a remote destination disconnecting the call. When entering the SNR number, you must start with the number to dial an outside line, followed by Country Code, National Destination Code (Area Code), and Subscriber Number. Example If 9 is the digit to dial outside line, 1 is the country code, 555 is the area code, and is the subscriber number, you must enter An incoming call is forwarded to the SNR number when the call is not answered on the desk phone. Calling party number displayed on the configured mobile phone is replaced with the SNR extension number. Number of seconds up to which a phone rings before transferring the call to configured SNR number. Range = 0 to 10 seconds. Default = 1. 47

54 Add an Extension Manage Your Site SNR Timeout (5-60 secs) Ring Stop Answer Too Soon (1-5 secs) Number of seconds up to which phone rings after the configured SNR delay. When the timeout value is reached, incoming call display is stopped on the desk phone and the call gets forwarded to the configured SNR number. Range = 5 to 60 seconds. Default = 10. An incoming call stops ringing on the desk phone after the call is answered from a mobile phone and conversely. Number of seconds up to which Single Number Reach (SNR) calls are prevented from being diverted to the voice mailbox of a mobile phone. Range = 1 to 5 seconds. Table 12: Additional Settings Not Register Number After Hour Auto Answer Pickup Call Voice Hunt Groups Refer Pickup Group Preference Night Service Bell Hunt Stop Session Server Extension is not associated with an external proxy server. Extension does not have any of its outgoing calls blocked. Allow intercom auto-answer. Answer any incoming call within the pick-up group. Join or unjoin the hunt groups dynamically using the softkeys. Destination address for the extension is the dial peer. Associate the extension with a pick-up group. 1 is the default pickup group created by the BE4000. Set the dial peer preference order for VoIP dial peer to be created for a directory number on a phone. Incoming calls that ring during the night service period on the extension sends an alert indication to all extensions that are marked to receive night service bell notification. The alert notification is in the form of a splash ring (not associated with any of the individual lines on the phone) and a visible display of the extension. The phone users retrieve the call by pressing the Pickup softkey. Disables call hunting behavior for an extension. Specifies a session manager to manage and monitor Register and Subscribe messages during a feature-server session. 48

55 Manage Your Site Modify an Extension Shared Line One extension can be shared across multiple phone devices. You can have a minimum of 2 and a maximum of 16 calls. Table 13: Add Phone Phone Type COR List of supported phone models. Internal Privileges to call numbers that are internal to the organization. International Privileges to call all numbers including international numbers. Local Privileges to call numbers within the same area code. Local-Plus Privileges to call numbers within the same area code with plus dialing. National Privileges to call numbers within the same nation code. National-Plus Privileges to call numbers within the same nation code with plus dialing. Modify an Extension If there is any change in an employee's phone system or calling features, you can modify the extension. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Click Manage Site from Actions menu for the desired site on the dashboard. Click Extensions. The Manage Extensions page is displayed. Click Modify Extension from the Actions menu for the desired Extension. Modify the information as desired. Note You can modify all field information except for the Extension. Click Yes. 49

56 Phones Manage Your Site Phones You can add new phones and provision the phones using extension assigner. A maximum of 200 phones can be configured at your site. Adding a phone at your site involves the following steps: 1 Add a New Phone, on page 50 2 Provision the Phone Using Extension Assigner, on page 53 Note If you are prompted for a password while accessing the administrator settings on the phone before configuring the permanent extension, enter adg234. f you are prompted for a password while accessing the administrator settings on the phone after configuring the permanent extension, enter ptwmjg. Add a New Phone Procedure Step 1 Click Manage Site from Actions menu for the desired site on the dashboard. Step 2 Click Phones. Step 3 Click Add Phone. Step 4 Enter the information in the fields. For field description, refer Phones - s, on page 50 Step 5 Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Step 6 Click Yes. Phones - s Table 14: Basic Info Phone Type Extension COR Device Name List of supported phone models. Extension number that is assigned to the end user. Class of Restriction (COR). Enables the restrictions on the type of calls placed from the phone. Name for the phone. 50

57 Manage Your Site Add a New Phone After Hour Exempt Busy Trigger per Button (1-50) Session Transport The phone does not have any of its outgoing calls blocked even though after-hour call blocking has been enabled. The maximum number of calls allowed on an octo-line directory number before activating Call Forward Busy or a busy tone. Transport protocol. TCP UDP By default, TCP is selected. Camera Video Camera is enabled on the phone. Video calling is enabled on the phone. Table 15: Advanced Options Block Conference Pattern Digit Collect kpml Overlap signal Privacy-button Privacy Block Transfer-pattern Application ATA-IVR-Password s Phone is prevented from initiating a conference to external numbers. Key Press Markup Language (KPML) digit collection is enabled on the phone. By default, Digit Collect kpml check box is checked. Called digits are sent one by one as they are received from the calling device. Privacy capabilities are enabled for individual phones. Privacy prevents other phone users from viewing the call information or barging into a call on a shared-line number. Note Privacy is supported for calls on shared-lines only. Phone-level privacy settings are modified on the phone. Transfer restrictions are applied when a call transfer or conference is initiated toward external parties such as a PSTN trunk, SIP trunk. Note Transfer to local extensions are exempted from this restriction. Tool Command Language (Tcl) IVR applications are assigned to all extensions served by the BE4000. Password to access Interactive Voice Response (IVR) and change the default phone settings on Analog Telephone Adaptors. 51

58 Add a New Phone Manage Your Site Group Phone Emergency Response Location Lpcor s Add a phone, including a TAPI-based client application. Associate the phone within emergency response zones. Logical Partitioning Class of Restriction (LPCOR). Local Mobile Remote Park Preference Transfer Max-Length Enable Directed Call Park on the phone. Set the dial-peer preference order for VoIP dial peer to be created for an extension on a phone. Maximum number of digits dialed for a call transfer. Registration Timer Enable SIP registrar functionality. Max Value ( ) Min Value( ) Maximum expires time for a registration, in seconds. Minimum expires time for a registration, in seconds. Conference Details Type add-mode Allow adding participants to ad hoc hardware conferences. admin Assign the phone as the ad-hoc or meet-me hardware conference administrator. drop-mode Allow terminating an active ad-hoc hardware conference by hanging up the phone. max-length Allow conferencing, only if the number of dialed digits are within the max-length limit. Local Directory Extension Mobility My Phone Apps Local directory service on the phones are available. By default, Local Directory check box is checked. Login page for Extension Mobility is accessible under the "Extension Mobility" option in the "Services" menu of the phone. By default, Extension Mobility check box is unchecked. Local services on a phone s My Phone Apps interface is made available. By default, My Phone Apps check box is checked. 52

59 Manage Your Site Provision the Phone Using Extension Assigner Table 16: Buttons You can assign an extension, speed dial, or BLF speed dial for the buttons on the phone. Click the Actions column corresponding to the desired button to edit or add a task for button. Type Extension Speed Dial BLF Speed Dial Number Name Number to configure as an extension, speed dial, or BLF speed dial. Name displayed for the button on the phone. Provision the Phone Using Extension Assigner Extension Assigner allows you to assign an extension to a new or replacement IP phone. Before You Begin Note down the extension that needs to be configured for the user from the Cisco Business Edition Selfcare Portal (Manage Site > Extension) BE4000 is accessible and your site is in the Online state Procedure Step 1 Connect the phone to the network. The phone gets assigned with a temporary extension. Step 2 Dial the Extension Assigner directory number 70000; When prompted for password, enter Step 3 Enter the pound (#) key. Step 4 Enter the permanent extension that has been configured on the portal for this user. Troubleshooting Phone Provisioning If the provisioned phone is in the unregistered mode, check the following: Whether the phone is connected to power and is operational Whether the phone has an IP address and the TFTP address. If the MAC address is correct, phones must have lost its connection to BE4000. Unplug and plug the phones to the BE4000 network again 53

60 Replace a Phone Manage Your Site If the phone is unregistered even if the IP address and TFTP address are configured correctly, check whether BE4000 is reachable from the phone. If the phone is faulty, you have to replace the phone Verify whether your site in Cisco Business Edition Selfcare Portal is in the Online state Try resetting the phone. On the phone display, choose Applications > Admin Settings > Reset Settings > All. Replace a Phone Note Do not delete the phone from the Portal. Deleting the phone from the portal removes all user-specific customizations such as speed dials, single number reach, call forward. You can replace a faulty phone device or upgrade to a new phone model. Replacing the phone involves the following steps: 1 Unplug the existing or faulty phone from the network. 2 Connect the new phone to the network. 3 Provision the new phone using Extension Assigner. For detailed steps, refer Provision the Phone Using Extension Assigner, on page 53. Reassign Phone to a Different User When there is a change in the user who is using the phone device, you can reassign the same phone device to the new user. Procedure Step 1 Step 2 Step 3 Delete the extension that was previously associated with the phone from the BE4000 Partner Portal. Go to Manage Sites > Extensions > Manage Extensions and click Delete from the Actions menu corresponding to the desired extension. Add an extension for the new user who uses the phone device in BE4000 Partner Portal. For details on adding an extension, refer Add an Extension, on page 45. Use Extension Assigner to provision the phone with the extension associated with the new user. For details on Extension Assigner, refer Provision the Phone Using Extension Assigner, on page 53. Add a Key Expansion Module Key expansion modules add extra buttons to the Cisco IP Phone 8800 Series phone. The buttons can be configured as Extension, Speed Dial, and BLF Speed Dial. 54

61 Manage Your Site Add a Key Expansion Module Note KEM cannot be added during initial site deployment in the Setup Assistant. You can add KEMs only after the site is successfully deployed. To add a KEM to your Cisco IP Phone 8800 Series, perform the following tasks: Table 18: Add a KEM Task Flow Step Task Purpose Prerequisite Reference Step 1 Add a KEM on the BE4000 Portal Add a KEM for the Cisco IP Phone 8800 Series on the BE4000 portal. Site is in the Online state Add a KEM on the BE4000 Portal, on page 55 Step 2 (Task performed on the site) Connect a KEM to a Cisco IP Phone Connect the KEM module to the Cisco IP Phone 8800 Series phone. After successfully connected, KEM pulls the configurations from the portal. KEM is adding on the BE4000 portal Connect a KEM to a Cisco IP Phone, on page 55 Add a KEM on the BE4000 Portal Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Click Manage Site from Actions menu for the desired site on the dashboard. Click Phones. Click Modify Phone from the Actions menu for the desired phone. Choose the desired number of KEMs from the Add-on Module drop-down list on the Basic Info page. Click the arrows at the bottom of the screen to move to next screens. Choose an action for each button from the Type drop-down list on the Buttons page. Enter the details based on your selection. Click Yes. Connect a KEM to a Cisco IP Phone Refer to Cisco IP Phone Key Expansion Module for detailed steps on connecting a KEM to a Cisco IP Phone. 55

62 Ways to Restart Your Phones Manage Your Site Ways to Restart Your Phones Go to Manage Sites > Manage Phones. Select a registered phone, right-click, and press Restart. Monitor Phones That Are Unregistered When the phone attempts to register to BE4000, the phone displays a status message (either registered or unregistered). You can view the Offline or Not Registered phones on the Manage Phones page. Unregistered phones are monitored in real time. Personal Mailbox Personal mailbox is assigned to a specific user and is accessible only by that user. When a caller leaves a message in the mailbox, the message waiting indicator (MWI) light turns on. You can specify the maximum quota for the voice mailbox for every user using the portal. The default mailbox size is 10 minutes with maximum message size of 2 minutes. Set Up Personal Mailbox for a User Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Click Manage Site from Actions menu for the desired site on the dashboard. Click Personal Mailbox. Click Add User. Enter the information in the fields. For field descriptions, refer Personal Mailbox - s, on page 57. Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Click Yes. 56

63 Manage Your Site Set Up Personal Mailbox for a User Personal Mailbox - s Table 19: User Profile First Name Last Name Display Name Pin Confirm Pin Primary Extension E.164 Number First name of the end user. Last name of the end user. Display name for the end user. The name entered here is displayed on called phone device when a call is received from this extension. Personal Identification Number (PIN). To manage your voic box from the phone, enter this PIN. Primary extension of the end user. Primary extension of the end user in E.164 format. Table 20: Mailbox Mailbox Size in sec Message Expiry Time in days Message Size in secs Play Tutorial for the personal mailbox. Size of the mailbox in seconds. Maximum number of days up to which messages are stored in the mailbox. Maximum message storage size, in seconds. Yes Voic tutorial is played when the user enters the mailbox for the first time. No Voic tutorial is not played when the user enters the mailbox for the first time. Default Yes. Enabled Enable or disable mailbox. Enabled check box should be checked by default for mailbox to function. Default Yes. 57

64 Set Up Personal Mailbox for a User Without an Assigned Phone Manage Your Site Greeting Type Standard Enable, record, or download an active greeting Alternate Enable, record, or download an alternate greeting Meeting Enable, record, or download a meeting greeting Vacation Enable, record, or download a vacation greeting Extended Absence Enable, record, or download an extended-absence greeting Busy Enable, record, or download a busy greeting Closed Enable, record, or download a closed greeting Internal Enable, record, or download an internal greeting Default Standard. Recording Type None Do not use a recording System-default Use the system default recording User-Recording Use the user recording Default User-Recording. Table 21: Groups Add Groups Groups to which the user belongs. Search for a group and click Add. Set Up Personal Mailbox for a User Without an Assigned Phone Procedure Step 1 Step 2 Created an extension for the user. For information on how to create an extension, refer Add an Extension, on page 45. Create a Personal Mail for the user. Ensure that you specify PIN on the User Profile page. For information on how to create a mailbox, refer Set Up Personal Mailbox for a User, on page 56. Note If you do not enter PIN, the user cannot configure the mailbox. 58

65 Manage Your Site Access Personal Mailbox-Users Without an Assigned Phone What to Do Next Users can access the configured the mailbox from any phone. For information on how to access the configured mailbox, refer Access Personal Mailbox-Users Without an Assigned Phone, on page 59. Access Personal Mailbox-Users Without an Assigned Phone Before You Begin Collect the following information from your Customer Administrator: Extension PIN configured while creating the Personal Mailbox Procedure Step 1 Press Messages or dial from the phone. You are prompted to enter the password. Step 2 Ignore the prompt and press *. You are prompted to enter your ID. Step 3 Enter your extension and press #. You are prompted to enter the password. Step 4 Step 5 Enter the PIN that is configured in the portal while creating the personal mailbox. Follow the voice prompts. Group Mailbox Group mailbox is assigned to a group of users. All members in the group have access to the group mailbox. When a caller leaves a message in a group mailbox, message waiting indicator (MWI) is not turned on. However, when members log in their personal mailbox, the mailbox menu allows the members to access the messages in each General delivery mailbox (GDM) to which the member belongs. Only one person can access the GDM at a time. 59

66 Add a New Group Mailbox Manage Your Site Add a New Group Mailbox Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Click Manage Site from Actions menu for the desired site on the dashboard. Click Group Mailbox. Click Add Group Mailbox. Enter the information in the fields. For field description, refer Group Mailbox - s, on page 60. Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Click Yes. Group Mailbox - s Table 22: Group Profile Group Name Full Name Primary Extension E.164 Number Add Privilege Name of the group. Long name of the group as it appears on other phone display. for the group. Extension associated with the group. Phone number (including country and area code) associated with the group. Privilege associated with the group. Search for the privilege and click Add. Table 23: Owners/Members Add Owners Add Members Users who own the group. Search for a user and click Add. Note You must have at least one user as owner of the group. Users who belong to the group. Note You must have at least one user as member of the group. 60

67 Manage Your Site Add a New Group Mailbox Table 24: Mailbox Mailbox Size in secs Message Expiry Time in days Message Size in secs Play Tutorial of the group. Size of the mailbox. Maximum number of days up to which messages are stored in the mailbox. Maximum message storage size, in seconds. Yes Voic tutorial is played when the user enters the mailbox for the first time. No Voic tutorial is not played when the user enters the mailbox for the first time. Enabled Greeting Type Enable or diable mailbox. Enabled check box should be checked by default for mailbox to function. Standard Enable, record, or download an active greeting. Alternate Enable, record, or download an alternate greeting. Meeting Enable, record, or download a meeting greeting Vacation Enable, record, or download a vacation greeting Extended Absence Enable, record, or download an extended-absence greeting Busy Enable, record, or download a busy greeting Closed Enable, record, or download a closed greeting Internal Enable, record, or download an internal greeting Recording Type None Do not use a recording System-default Use the system default recording User-Recording Use the user recording 61

68 Add Users to Group Mailbox Manage Your Site Add Users to Group Mailbox Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Click Manage Site from Actions menu for the desired site on the dashboard. Click Group Mailbox. Click Modify Group from the Actions menu for the desired Group Mailbox. Navigate to Owners/Members page. Search for a user in the Add Members field and click Add. Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Click Yes. Modify Owners of a Group Mailbox Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Click Manage Site from Actions menu for the desired site on the dashboard Click Group Mailbox. Click Modify Group from the Actions menu for the desired Group Mailbox. Navigate to Owners/Members page. Search for a user in the Modify Owners field and click Add. Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Click Yes. Hunt Groups Hunt groups allow incoming calls to a specific number (pilot number) to be directed to a defined group of extension numbers. Incoming calls are redirected from the pilot number to the first extension number as defined in the configuration. If the first number is busy or does not answer, the call is redirected to the next phone in the list. A call continues to be redirected on busy or no answer from number to number in the list until it is answered or until the call reaches the number that is defined as the final number. Your partner can configure the hunt groups using the Setup Assistant of BE4000 Management portal when the site was created. If your partner has already created hunt groups for your site, it is displayed on Hunt Groups screen. As a customer administrator, you also can create a new hunt group and also modify the existing hunt groups. 62

69 Manage Your Site Add a New Hunt Group Add a New Hunt Group Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Click Manage Site from Actions menu for the desired site on the dashboard. Click Hunt Groups. Click Add Hunt Groups. Enter the information in the fields. For field descriptions, refer Hunt Groups - s, on page 63. Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen. Click Yes. Hunt Groups - s Table 25: Hunt Group Settings Hunt Group Tag Method Unique number that identifies the hunt group. Range = 1 to 99. The order in which members of the hunt group receive calls. Longest-Idle Call goes to the extension that has been idle for the longest time in the hunt group Peer Call rings in round-robin selection of the first extension. Ringing proceeds in a circular manner from left to right. The round-robin selection starts with the number left of the number that answered when the hunt-group was last called. Sequential Call hunting always starts with the first member in the hunt group. Continues to reach number in the group in the order in which they are listed, from top to bottom, in the hunt group. Parallel Call ring on all numbers in the hunt group at the same time. The extension to first answer the call is connected. Pilot Number Second Pilot Number Preference The number that is dialed to reach a hunt group. The pilot number must contain a minimum of three digits. The secondary number that is dialed to reach a hunt group. The pilot number must contain a minimum of three digits. Preference order for the voice dial peer associated with a voice hunt-group pilot number. 63

70 Add Users to Hunt Groups Manage Your Site Extension List (Use commas to separate) Final Number Timeout ( Sec) Collect Statistics Name Phone Display Extensions that belong to the hunt group. Use commas to separate the extensions. Note A minimum of two extensions must be entered. The extension on which a call ends if the call is unanswered on all the extensions listed in the hunt group. The number of seconds after which an unanswered call is redirected to the next extension in the hunt-group list. Collect hunt group statistics to a file along with total logged in and logged out time for agents. for the hunt group. Name for the hunt group. Display the hunt group information using the Services button. Add Users to Hunt Groups Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Click Manage Site from Actions menu for the desired site on the dashboard. Click Hunt Groups. Click Modify from the Actions menu for the desired Hunt Group. Add the extension associated with the users in Extension List field. Use commas to separate extensions. Click Yes. Night Service Night service allows you to transfer the incoming calls to a designated set of extensions during closed hours. During the night service hours (also known as closed hours), calls coming in to the designated extension, known as night service extensions, sends a special "burst" ring to night-service phones (phones that receive the calls coming from the night service extension) that have been specified to receive the special ring. Phone users at the night-service phones can then answer the incoming calls for the night-service extensions. 64

71 Manage Your Site Night Service Hours Note You can configure only one night-service phone per night-service extension. Example Nancy is a receptionist with extension 1234 at ABC organization having business hours from 0900 to When night service is configured, the calls received on extension 1234 between 17:00 and 08:59 is transferred to extension 5678 that is designated to receive calls during closed hours. Night Service Hours Night Service hours is automatically taken based on the closed hours defined for the site. Days and hours excluded from "Hours of Operation" in Business Hours page is taken as night service hours. Example ABC organization has business hours as Monday to Friday 0900 to This means that the organization has closed hours every day between 1700 to the next day 08:59 and 24 hours on Saturday and Sunday. Night Service Manual Activation Code Manual Activation Code allows a user to manually activate the night service mode on the phone. Manual Activation Code must start with asterisk (*) followed by a minimum of 4 digits. A maximum of 16 digits can be configured. Default value for manual activation code is *1234. Example ABC organization has set the night service activation code as *1234. Business hours is from Monday to Friday 09:00 to 17:00. If Nancy at the reception wants to log out for a couple of hours during the business hours, she can dial *1234 to trigger the night service mode on the phone. The incoming calls to her extension are transferred to the designated night service phone when she is away. When she is back, she can dial *1234 to log out of the night service mode and enter the business hours mode to receive the incoming calls. Configure Night Service Table 26: Configure Night Service Task Flow Step Task Purpose Prerequisite References Step 1 Configure Night Service Hours Set the Business Hours to Dual Hours (Open and Closed) before configuring Night Service. Change Business Hours, on page 45 65

72 Configure Night Service Manage Your Site Step Task Purpose Prerequisite References Step 2 Activate Night Service and Set Night Service Manual Activation Code Activate Night Service and set a manual activation code for users to activate Night Service during business hours. Business Hours is set to Dual hours (Open and Closed) Activate Night Service, on page 66 Step 3 Designate an Extension for Night Service Hours Configure the extension that you want to designate as the Night Service phone. Designate an Extension for Night Service Hours, on page 67 Step 4 Designate Extension to Receive Calls During Night Service Hours Configure the extension that you want to designate to receive Night Service calls. Designate an Extension to Receive Night Service Calls, on page 67 Activate Night Service Before You Begin Ensure that Business Hours is set to Dual hours (Open and Closed). Refer to Change Business Hours, on page 45 for details on how to enable dual hours. Procedure Step 1 Step 2 Step 3 Step 4 Click Actions corresponding to your site from the Dashboard. Click Night Service under Manage Site. Turn on the slider to enable Night Service. (Optional) Enter the Manual Activation Code. Note Manual Activation code is used to manually trigger night service mode during business hours. Manual Activation code must start with an asterisk (*) and requires a minimum of four digits. A maximum of 16 digits can be configured. Default value is *

73 Manage Your Site Pickup Group Designate an Extension for Night Service Hours Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Click Actions corresponding to your site from the Dashboard. Click Extensions under Manage Site. Click Modify Extension from Actions column for the extension that you want to designate as Night Service phone. Enter the number to which calls must be forwarded during night service hours in the Night Service field on Call Forward page. Check the Night Service Bell check box on the Additional Settings page. Note You must configure Night Service Bell for all the Night Service phones designated to receive Night Service calls. The Night Service bell ensures that all the phones designated for Night Service receive the burst ring. For more information, refer to Designate an Extension to Receive Night Service Calls, on page 67. Click Yes to save the changes. Designate an Extension to Receive Night Service Calls Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Click Actions corresponding to your site from the Dashboard. Click Extensions under Manage Site. Click Modify Extension from Actions column for the extension that you want to designate to receive Night Service calls. Check the Night Service Bell check box on the Additional Settings page. Click Yes to save the changes. Pickup Group Pickup Group is a group of extensions, where the phone users can answer a call ringing on any of the extensions belonging to the same pickup group. By default, BE4000 creates 1 as the pickup group for all the extensions. You can change the pickup group based on your preference. You can assign only one pickup group per extension. 67

74 Create a Pickup Group Manage Your Site Create a Pickup Group Before You Begin Have the list of extensions belonging to the pickup group ready Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Log in to the BE4000 portal. Click Manage Sites from the Actions menu for the desired site. Click Modify Extension from the Actions menu for the desired Extension. Navigate to the Additional Settings page. Check the Pickup Call check box. Enter a number for the pickup group in the Pickup Group field. Click Yes to save the changes. Repeat steps 3 to 7 for all the extensions belonging to the group. Answer a Pickup Group Call A phone user can answer a call ringing on any of the extensions belonging to the same pickup group. Press the Pickup softkey on the phone to answer the incoming call. Direct Inward Dial Numbers Direct Inward Dial (DID) numbers are the registered numbers that you get from your service provider. A Cisco partner can add the DID numbers during initial site deployment in the Setup Assistant. A customer administrator and Cisco partners can add, edit, or delete the DID numbers post-site deployment. DID number should be entered in the national number format. You can add Direct Inward Dial (DID) numbers for your SIP, BRI, and PRI connections. Note Do not add FXO line numbers while adding DID numbers as FXO line numbers can be added when line cards are added. Inbound Call Mapping BE4000 allows you to map the incoming calls of a DID number to one of the following: Auto Attendant You can map the incoming calls on the DID number to the Auto Attendant. The Auto Attendant menu options is played when the callers dial the DID number. Extension You can select any one of the existing extensions. The incoming calls on the DID number ring on the specified extension. 68

75 Manage Your Site Manage DID Numbers Hunt Group You can map the incoming calls on the DID number to an existing hunt group. The incoming calls on the DID numbers ring on the extensions belonging to the specified hunt group. You can also set a default target for all the DID numbers belonging to a service provider. The default target can be auto attendant, extension, or hunt group. If there are any DID numbers that are not mapped to auto attendant, extension, or hunt group, the call is directed to the default target set for the service provider. Outbound Caller ID BE4000 allows you to configure a specific DID number to be displayed on the called phone when an outbound call is placed from an extension within the organization. You can also set a default outbound DID number for a service provider. In such a case, an extension without a specified DID number displays the default outbound DID number configured for the service provider. Example ABC organization has and as DID numbers from service provider XYZ. The default outbound DID number set for XYZ service provider is ABC organization has two extensions 4501 and Extension 4501 is mapped to as Outbound DID. Extension 4502 is mapped to default outbound DID. When an outbound call is placed from extension 4501, the called phone displays the incoming call number as without revealing the extension number within the organization ABC. When a call is placed from extension 4502, the called phone displays the incoming call number as which is the default outbound DID number set for the service provider XYZ. Manage DID Numbers Before You Begin Ensure that you have the new DID numbers to be add, or the changes to be made to the existing DID numbers ready Ensure that you have the inbound call mapping and outbound caller ID display preference ready Procedure Step 1 Step 2 Step 3 Step 4 Click Actions corresponding to your site from the Dashboard. Click Direct Inward Dial Numbers under Manage Site. Add, modify, or delete the DID numbers on the Manage Numbers page. The DID numbers set on the Direct Dial Number page under Call Routing in the Setup Assistant are auto-populated on this page. Choose a default target for each service provider from the Default Target drop-down list on the Inbound Call Mapping page. Based on your preference, choose a target type (auto attendant, extension, or hunt group) 69

76 Modify Music on Hold Manage Your Site Step 5 Step 6 for each extension from Target Type drop-down and choose a corresponding target number from Target Number drop-down list. Choose a default outbound DID for each service provider from the Default Outbound DID drop-down list on the Outbound Caller ID page. Based on your preference, choose a DID number as Caller ID for each extension from the Caller ID drop-down list. Click Yes to save the changes. Modify Music on Hold By default, the standard audio file is played during call hold. You may replace the standard audio file by uploading your own custom audio file. Procedure Step 1 Step 2 Step 3 Step 4 Click Actions corresponding to your site from the Dashboard. Click Music on Hold under Manage Site. Click Upload. Note BE4000 supports only.au and.wav audio file with G.711; ITU-T a-law or u-law, 8kHz, 8 bit, Mono format. The file cannot be larger than 1 MB (about 2 minutes). The filename cannot have space and special characters. Click the arrow at the bottom of the screen and click Yes to save. Specify Maintenance Schedule Maintenance Schedule allows you to designate a two hour block of time each day when it is safe for the system to install software updates. The system may be offline and unable to make or receive phone calls during the maintenance schedule. Before You Begin Customer site is successfully deployed and available Online. Procedure Step 1 Step 2 Step 3 Click Managed Site from Actions menu for the desired site on the dashboard. Click Maintenance Schedule under Settings. Enter the Maintenance Schedule Beginning time for each day of the week. Note The two hour duration of maintenance schedule is auto adjusted in the Ending field based on the value you entered in the Beginning field. 70

77 Manage Your Site Configure Back Up Schedule for a Site Step 4 Click Save. Configure Back Up Schedule for a Site BE4000 allows you to back up your site configurations on a regular interval. You can set the day and time during which the system automatically backs up your site configuration. The previous five consecutive backups are stored in the BE4000 portal. Note You cannot schedule more than one backup per day. You must configure at least one day in a week to back up your site configuration. If you have not scheduled a backup for your site, by default, the site is backed up every Saturday during the maintenance schedule. Before You Begin Ensure that BE4000 site is available in the Online state Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Log in to the BE4000 portal. Click Manage Site from Actions menu for the desired site on the dashboard. Click Settings > Maintenance Schedule. Check the Back Up check box for the days when you want the site to back up the configurations. Click Save. What to Do Next Restore the backed-up site configuration. Refer to, Restore the Backed-Up Site Configuration, on page 71 for more details. Restore the Backed-Up Site Configuration BE4000 supports restoring the backed-up site configuration. You can restore any one of the previous five consecutive backed-up site configurations. Before You Begin Ensure that the BE4000 site is available in the Online state A minimum of one backed-up configuration is available to restore 71

78 Delete a Customer Site Manage Your Site Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Log in to the BE4000 portal. Click Manage Site from Actions menu for the desired site on the dashboard. Click Settings > System Restore. Choose a backed-up configuration from the Please select a backup drop-down list. The previous five consecutive back-ups are available to restore. Choose the configurations that you want to restore by clicking one from the following: All Data Restores the complete site configuration that includes, phone, extension, dial plan, voic , and auto attendant data. Phone, Extensions, Dial Plan Restores the phone, extensions, and dial plan data. Voic & Auto Attendant Restores the voic and auto attendant data. Note We recommend you to click All Data and restore the complete site configuration. Step 6 Click Restore. Note The phone system goes offline and is made unavailable for use until the restoration is complete. The backup of the current settings is made first before the restoration begins. Delete a Customer Site When you delete a site from the portal, all information related to that site is deleted from the portal. If this is the customer s only site, all customer information is deleted from the portal. If the BE4000 is deployed and online when a site is deleted, the BE4000 is reset to factory defaults and stops functioning. Phone calls can no longer be made or received. If a deployed site is offline when it is deleted, then BE4000 must be manually reset to factory default condition before it can connect to the portal again. Procedure Step 1 Step 2 Step 3 Select a site from the partner portal. Right-click and click Delete Site. Click OK to confirm deletion. 72

79 Manage Your Site Manually Reset to Factory Default Manually Reset to Factory Default To perform a factory reset manually, the local administration portal allows you to access the BE4000 appliance and perform a factory reset. Note When the partner administrator performs a Delete Site on the BE4000 portal, the BE4000 is automatically reset to factory defaults, and a manual reset is not required. If a manual factory reset is desired, perform it only after deleting the site from the BE4000 portal. If the factory reset was performed before deleting a site, you must reload (power cycle) the appliance after deleting the site from BE4000 portal and before it is deployed again. Choose one of the following two methods to connect to and reset the BE4000: Console Based Factory Reset Procedure Step 1 Step 2 Step 3 Connect through RJ45 or USB console cable. Log in with the username status. Password is not required. Type R and press Enter to start the reset process. 73

80 Console Based Factory Reset Manage Your Site 74

81 Manage Your Site Ethernet Based Factory Reset Ethernet Based Factory Reset Procedure Step 1 Step 2 Step 3 Step 4 Connect your computer back to back to MGMT port (use a normal Cat5e or Cat6 cable). Use SSH client to connect to the BE4000 using either the MGMT IP Address ( ) or Host Name (status@be4000). Log in with username status. No password is required. Type h to see the available options. Step 5 To reset the appliance, type R to start the process. 75

82 Reload the BE4000 Appliance Manage Your Site Reload the BE4000 Appliance You can switch off and on (power cycle) the BE4000 appliance if you are at the customer location or site using the power switch. 76

83 Manage Your Site Reset OTP Reset OTP You can now reset the One Time Password (OTP) account of another user within the same partner organization. Procedure Step 1 From the dashboard, click to reset the OTP account. My People page is displayed. Step 2 Click Reset OTP from Actions menu for the desired user. Change Your Customer Administrator Address You can edit the customer administration details for a site if it changes administrator ownership. Procedure Step 1 Step 2 Step 3 Select the desired site that is online. To change the customer administrator details, right -click on the Actions Menu and click Manage Site. Under Overview, edit the Contact Information and save the changes. Update Primary Contact Details You can update your primary contact details in the Cisco Business Edition 4000 Partner portal. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 From the dashboard, click on your name displayed on the top-right corner. Click Settings. The Profile page is displayed. Enter your primary contact number in the Primary Phone field. Note The primary phone number must contain a minimum of 10 digits. Note You cannot edit the address. The address is auto populated based on the information provided during partner registration. Click Save. Click OK. 77

84 Add Secondary OTP Devices Manage Your Site Add Secondary OTP Devices You can add more devices to generate the One Time Password (OTP) required to access the BE4000 Partner Portal. Before You Begin A smart phone or tablet, other than the configured primary device, with One Time Password (OTP) client. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 From the dashboard, click on your name displayed on the top-right corner. Click Settings. The Settings page is displayed. Click Add Device. Two-Step Authentication page is displayed with the list of configured devices. Note The nicknames for the devices are displayed. Click Add Device at the bottom of configured devices list. Enter a nickname for your device. The name entered here is displayed on the OTP application configured on your smart phone or tablet. Click the One Time Password (OTP) client radio button and click Next. Scan the QR code using the OTP application on your smart phone or tablet and click Next. Enter the 6-digit security code generated by the OTP application on your smart phone or tablet and click Next. Save the rescue code displayed on the screen and click Next. Newly added device is listed in the Two-Step Authentication page. Note This rescue code is used to log in to the portal if you lose or replace your smart phone or tablet. (Optional) From the drop-down for the secondary device, click Primary to make the secondary device primary. Note You can set a secondary device as your primary device, from the sign-in screen as well. Sign In to BE4000 Partner Portal Using a Secondary OTP Device You can login to the BE4000 Partner Portal using any of the smart phones or tablets that you have configured with BE4000. Before You Begin A smart phone or tablet configured with One Time Password (OTP) application. 78

85 Manage Your Site Reset Password for a Customer Administrator OTP Account Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Go to the URL: Sign in using your Cisco.com credentials. Click Change Device. Choose a device from the Select your TOTP device drop-down list. Click Continue. Enter the security code generated by your OTP application on your smart phone or tablet and click Continue. Reset Password for a Customer Administrator OTP Account You can reset the One Time Password (OTP) account of a customer administrator who owns a BE4000 site that is in the Online state. Procedure Step 1 Step 2 Step 3 Click Manage Site from the Actions column for the desired site. Click edit (pen icon) under Contact Information. Click Reset OTP. Note Resetting the OTP account mandates the customer administrator to create a new OTP application account when logging in to the Cisco Business Edition Selfcare Portal. 79

86 Reset Password for a Customer Administrator OTP Account Manage Your Site 80

87 APPENDIX A Setup Assistant Add Customer s, page 81 Connectivity s, page 82 Dial Plan s, page 95 Stations s, page 96 Call Routing s, page 97 Features s, page 103 Add Customer s Add Customer s The values entered in the following fields cannot be changed after site deployment. Customer Name Name of the customer. You can enter a maximum of 15 characters. Note Customers can have multiple sites with one BE4000 appliance per site. Each site is configured separately. Location Location of the customer. You can enter a maximum of 15 characters. Customer Admin address of the customer administrator. Contact Name Name of the customer administrator. Phone Number Phone number of the customer administrator. Template Name If you are creating a customer site for the first time, you can select an existing customer template. This template saves your configuration updates (connectivity details, dial plans, stations, call routing and feature details) as a template, to avoid rekeying while creating a new site with similar configurations. 81