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Aeonix AWSAdministration Manual

Version 2.5

Document Edition 5.0

© Copyright by TADIRAN TELECOM (TTL) L.P., 2012-2015.All rights reserved worldwide.

All trademarks contained herein are the property of their respective holders.

The information contained in this document is proprietary and is subject to all relevant copyright, patent and other laws protecting intellectual property, as well as any specific agreement protecting TADIRAN TELECOM (TTL) L.P.'s (herein referred to as the "Manufacturer") rights in the aforesaid information. Neither this document nor the information contained herein may be published, reproduced or disclosed to third parties, in whole or in part, without the express, prior, written permission of the Manufacturer. In addition, any use of this document or the information contained herein for any purposes other than those for which it was disclosed is strictly forbidden.

The Manufacturer reserves the right, without prior notice or liability, to make changes in equipment design or specifications.

Information supplied by the Manufacturer is believed to be accurate and reliable. However, no responsibility is assumed by the Manufacturer for the use thereof nor for the rights of third parties which may be affected in any way by the use thereof.

Any representation(s) in this document concerning performance of the Manufacturer's product(s) are for informational purposes only and are not warranties of future performance, either express or implied. The Manufacturer's standard limited warranty, stated in its sales contract or order confirmation form, is the only warranty offered by the Manufacturer in relation thereto.

This document may contain flaws, omissions or typesetting errors; no warranty is granted nor liability assumed in relation thereto unless specifically undertaken in the Manufacturer's sales contract or order confirmation. Information contained herein is periodically updated and changes will be incorporated into subsequent editions. If you have encountered an error, please notify the Manufacturer. All specifications are subject to change without prior notice.

DisclaimerThe illustrations and other views, telephone displays or screen captures appearing in this manual are examples used to explain more clearly, how the features and controls are used. Therefore, what appears on the display or screen capture in the illustrations may differ from what appears on the actual equipment, and some of the illustrations may represent something impossible in actual operation. The functions that can be used and the information that can be displayed will differ depending on the telephony state and external equipment being connected. The names of companies, products, people, characters, and/or data mentioned herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted.

Record of ChangesEdition

No. Issue Date Brief Description

5.0 Aug-24-2015 Aeonix Version 2.5: Page Queue DSS button, Not provisionable programmable button, DTMF support for alarm console, External phone, Call Recording - Aeonix Contact Center agent range, changes to Trunk registration status icons, simplified entity creation (and cloning), 911 emergency callback, Importing / Exporting Trunk Group Call Routing Rules, Adding Variables for User Manipulation Rule Actions, T21P E2, T23P and T27P, LDAP Connection Base DN field size, Unblock SIP phones, CDR receipt acknowledgment, Hospitality permissions, ESF protocol, standalone SeaMail removed

4.6 May-26-2015 Aeonix Version 2.4: Everyone can initiate incoming external call to start Zone Page, copy ADC profile, cannot delete default ADC profile, can copy default ADC profile, UCx not part of Coral Wave Gateway systems, Aeonix Maintenance Tool download, Offset time from GMT other provisioning parameter

4.5 April-02-2015 Aeonix Version 2.4: Aeonix Logger updates (sticky recording mode, no conference entity, wildcards, ROD not persistent, non-sticky mode (note), recording centers displayed, AeonixLoggerTKGrp trunk group associated with all recording servers, 1000 BRE rules, ACC agent recorded on logout), 3 new cluster alarms, cluster enhancements

4.4 Mar-08-2015 Remove G.723, Room Status 1-16, ULA for SIP phones, Tadiran SIP phones, record on demand feature code (default 1443), voicemail keep alive timeout, Aeonix Logger alarms, hyphen wildcard removed, new Tadiran logo

4.3 Dec-14-2014 Invite timeout, Trunk user name / password for all registration options, LCD logo mode for T19P and T48G, Send Start Call Detail Record, External members for conference calls and zone pages, Dial Out 9 select or clear both for provisioned SIP phones, Aeonix licensing application error messages, Enable fax capabilities, provisioning profile parameters configured from other pages, check boxes removed from User page, ACD & Hunt tab, Add outside line access code prefix, conference call LED behavior, BRE wildcards, Support base port for Coral Version 14.67.x and Base port removed from IPnet trunk configuration, alarms sorted by time, phone search criteria, specific ACD/Hunt main and back up servers, ANI and DNIS Chain Manipulation for Trunk Groups, Restricted or Empty ANI Number Conditions for Trunk Groups, ARS table for voicemail service, TAPI Service Provider and DialIt Application Download

4.2 Oct-30-2014 Server Alarms what to do, Call Forward to external number blocked, Request to Speak During Aeonix Conference Call, first three ACD/Hunt overflow defaults Put in queue, Non-ACD calls note, T19P

4.1 Aug-18-2014 Aeonix Logger (Call Recording), Auto-refresh notes, changes to Wave Gateway List page, button programming icons, external music source alarm, dispatch console status, voicemail status, status icon tooltip notes, rule list search / filter, Micros (Fidelio / Opera) and Silverbyte PMS integration, VLAN Network Phone Provisioning Parameters, Longest time in IDLE for Hunt Group removed, High availability retry count, Reject call for Hunt and ACD services, Wave Gateway Alarms tab, T48G, ACD / Hunt Intervals & Timeouts moved to separate Parameters tab, delete current alarms



4.0 June-30-2014 Aeonix Version 2.4, Hyper-V, Auto Redial, Virtual Endpoint Overflow tab, Music Service (MoH) from external sources, Flash Mode (Continuous Conference, Swap, Consultation), SIP admission control, Split Silent Monitoring, Zero Effort Licensing, High Availability legend, Prevent Upgrade without License Support, Dial Out 9, Group Listening (Combined Audio), Site Name displayed at top of web pages, SIP Phone Blocked from Registering Icon, Conference Call Announcers tab, Call Forward No Answer Timeout limit, Toll Barriers assigned to trunk groups, Schedules removed for trunk groups, changes to Alarms Configuration, new alarms, SNMP support for NMS applications, SIP phone password, Dial Out 9, LCD logo mode, Wave Gateway Alarms tab, Time and Date CDR service, ACD and Hunt service back up server in cluster config, Toll Barrier Sub-profile for Trunk Groups

3.1 May-4-2014 Aeonix Version 2.3, Dispatch Console Automatically Conferences Aliases, Dispatch Console Clone Profile, Dispatch Console allow Automatic tab selection, Virtual endpoints / handled by / backed up by, Tadiran SIP phones ESF server, backup NTP server, HSB now High Availability, embedded Aeonix Contact Center, secured SIP phones, FlexIP Softphone client download, Aeonix Contact Center Visor and Agent clients download, LSAS support, TLS/SRTP for SIP extensions



3.0 Feb-26-2014 Aeonix Version 2.3, Hospitality (Wakeup, Room Status), Ring-back and Waiting tone support (180 - Ringback tone added and 180+SDP Call progress tone removed for trunks and gateways), Multi-level Administration, changes to SIP Voicemail page, Virtual Agents, changes to Trunk List page, changes to Trunk licenses, changes to Alarms Configuration page, Aeonix Contact Center clients downloads, MGCP gateways removed, PMS Connection alarm, Notification Options page updated and Wave Gateway alarms added, Provisioning FTP server alarm notification removed, Aeonix Contact Center phone button features, custom phone firmware, grace period/license/support warning messages, Add license, Aeonix Contact Center Loggers license removed, Secured Trunk Group profile, Required security level for user, Toll barrier profile defaults, Virtual endpoints servers, Call intrusion tab removed (My Account), ACD & Hunt Group tab removed (My Account), Support RFC 2833, gif to png

2.3 Jan-14-2014 Aeonix Version 2.2.91, secured SIP phone registration, user default password, contact center agents without call waiting, dial plan caution, and trunk group call intrusion tab

2.2 Nov-06-2013 Aeonix Version 2.2, T40 Series (T41P, T42G, T46G), external sources for announcers removed, ESF (SIP) features, Dispatch user, CDR service, Virtual Endpoints, phone firmware not upgradable

2.1 Oct-16-2013 2DT added, Licenses and Glossary updated

2.0 Sept-15-2013 Aeonix Aeonix 2, Update 1

1.4 Mar-20-2013 Auto Provisioning for T300 and P-Series

1.3 Dec-26-2012 Minor changes

1.2 Nov-05-2012 New Look & Feel

1.1 Oct-31-2012 For Beta sites

1.0 Apr-19-2012 Aeonix Version 1.0



Aeonix Administration Manual

Table of Contents

TOC

Table of Contents .......................................................................................... 0-i

1 Overview

Introduction to this Manual ........................................................................... 1-1Intended Audience ................................................................................ 1-1Document Structure .............................................................................. 1-2Manual Conventions.............................................................................. 1-4

Introduction to Aeonix .................................................................................. 1-5About Aeonix ......................................................................................... 1-6Aeonix Building Blocks .......................................................................... 1-7Supported Devices .............................................................................. 1-12Supported Codecs............................................................................... 1-13

Support and Documentation....................................................................... 1-15Support ................................................................................................ 1-16Upgrading Aeonix................................................................................ 1-16Related Documentation....................................................................... 1-17

2 Aeonix Features

Setting up Aeonix Features.......................................................................... 2-1Aeonix Contact Center .......................................................................... 2-5Aeonix Logger (Call Recording) ............................................................ 2-5ANI (Caller ID) Restriction ..................................................................... 2-6Auto Answer .......................................................................................... 2-6Auto Redial ............................................................................................ 2-6Automatic Call Distribution (ACD) and Hunt Groups............................. 2-7Automatic Database Backup ................................................................. 2-8

Table of Contents i

TOC

Automatic Route Selection (ARS) ......................................................... 2-8Batch Import of Users............................................................................ 2-8Break-in ................................................................................................. 2-9Call Details Records (CDR)................................................................... 2-9Call Groups ........................................................................................... 2-9Call Log ................................................................................................. 2-9Call Pickup .......................................................................................... 2-10Call Preemption................................................................................... 2-10Call Waiting (Multi-appearance) .......................................................... 2-11Camp-on.............................................................................................. 2-11Closed User Groups (CUG) ................................................................ 2-12Computer Telephony Integration (CTI)................................................ 2-13Conference Calling.............................................................................. 2-13Deflect (Divert) Call ............................................................................. 2-14Direct Inward Dialing (DID).................................................................. 2-14Dispatch Console ................................................................................ 2-14Do Not Disturb (DND).......................................................................... 2-15Enhanced Emergency Call Support (E-911) ....................................... 2-16Enhanced SIP Functionality (ESF)...................................................... 2-16FlexiCall............................................................................................... 2-17FlexIP Softphone................................................................................. 2-17Group Listening ................................................................................... 2-18Headset Only Mode............................................................................. 2-18Hospitality ............................................................................................ 2-18Hot Station........................................................................................... 2-19Incoming Call Routing (Call Forwarding and Call Rejection)............... 2-19Lightweight Directory Access Protocol (LDAP) ................................... 2-20Login and Logout................................................................................. 2-20Mobility ................................................................................................ 2-21Multi-Level Administration ................................................................... 2-21Music on Hold (MOH).......................................................................... 2-22Mute .................................................................................................... 2-23Network Alarms ................................................................................... 2-23Outgoing Call Routing (Dialed Number Manipulation) ........................ 2-24Page Queue ........................................................................................ 2-24Profile Programming............................................................................ 2-25Programmable Phone Buttons ............................................................ 2-25Provisioning for Tadiran SIP Phones and P-Series Phones ............... 2-25

ii Table of Contents Aeonix Administration Manual

TOC

Recall on Transfer ............................................................................... 2-26Redial .................................................................................................. 2-26Redundancy ........................................................................................ 2-27Registration Load Balancing ............................................................... 2-27Remote Server Maintenance............................................................... 2-28Reports................................................................................................ 2-28Schedule Programming....................................................................... 2-29Sea Attendant...................................................................................... 2-29Sea Navigator...................................................................................... 2-31Silent Monitoring.................................................................................. 2-32TAPI Service Provider and DialIt ........................................................ 2-33Timeout Programming......................................................................... 2-33Toll Barrier ........................................................................................... 2-33Transfer ............................................................................................... 2-34Unified Messaging and Voicemail ....................................................... 2-34User Line Appearance (ULA) .............................................................. 2-35User Presentation................................................................................ 2-36Virtual Endpoints ................................................................................. 2-37Voice Page .......................................................................................... 2-37Web Portal........................................................................................... 2-38Zone Page........................................................................................... 2-38

3 Installing Aeonix AWS

Aeonix AWS Installation Procedure ............................................................. 3-1Installing the Aeonix AWS Server ......................................................... 3-2

Licenses ....................................................................................................... 3-9License Information Page.................................................................... 3-10License Information ............................................................................. 3-13Activating the First License ................................................................. 3-16Activating License Updates Automatically or On-Demand.................. 3-19Activating Another License Key Server ............................................... 3-22Adding a License Manually ................................................................. 3-23Aeonix Licensing and Aeonix Licensing Application Messages .......... 3-28

Aeonix Administration Manual Table of Contents iii

TOC

4 Configuring Aeonix Servers

Configuring Aeonix Clusters......................................................................... 4-1Overview ............................................................................................... 4-1Configuring a New Aeonix Cluster ........................................................ 4-2Modifying an Existing Cluster ................................................................ 4-6Specifying a Default IP Address.......................................................... 4-12Configuring MP Conference Unit Settings........................................... 4-13

5 Getting Started

Aeonix Portal for Administrators................................................................... 5-1Aeonix Web Page Structure .................................................................. 5-2Administrator Levels.............................................................................. 5-4

Basic Tasks .................................................................................................. 5-5Configuring HTTPS for the Aeonix Web Portal ..................................... 5-6Logging in to Aeonix.............................................................................. 5-8Changing the Password ...................................................................... 5-11Accessing Online Help ........................................................................ 5-12Logging out from the Aeonix Web Portal............................................. 5-12

Licenses ..................................................................................................... 5-13License Information Page.................................................................... 5-14License Information ............................................................................. 5-17Activating the First License ................................................................. 5-20Activating License Updates Automatically or On-Demand.................. 5-23Activating Another License Key Server ............................................... 5-26Adding a License Manually ................................................................. 5-27Aeonix Licensing and Aeonix Licensing Application Messages .......... 5-32

General Procedures ................................................................................... 5-39Navigating ........................................................................................... 5-40Entering Information ............................................................................ 5-40Saving ................................................................................................. 5-40Cloning Entities ................................................................................... 5-41Deleting Entities .................................................................................. 5-42

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TOC

Aeonix Setup Procedure ............................................................................ 5-43

6 Global Settings

Country-specific Dial Codes ......................................................................... 6-1Country List Page.................................................................................. 6-2Defining a Country................................................................................. 6-4

Locations...................................................................................................... 6-9Location List Page............................................................................... 6-10Defining a Location.............................................................................. 6-12Defining Emergency Call Settings....................................................... 6-14Assigning a Location to a User............................................................ 6-15

Dial Plans ................................................................................................... 6-17Dial Plan List Page .............................................................................. 6-18Defining a Dial Plan............................................................................. 6-19

Closed User Groups (CUG) ....................................................................... 6-25Closed User Group Tree Page............................................................ 6-27Defining a Closed User Group ............................................................ 6-28Adding Members to a Closed User Group .......................................... 6-31Deleting a Closed User Group ............................................................ 6-31

Schedules .................................................................................................. 6-33Schedule List Page ............................................................................. 6-33Defining a Schedule ............................................................................ 6-34

Automatic Route Selection (ARS) .............................................................. 6-39ARS Table List Page ........................................................................... 6-40Defining an ARS Table........................................................................ 6-42Testing an ARS Table ......................................................................... 6-45Assigning Automatic Route Selection Tables to Users ....................... 6-46ARS Table Example ............................................................................ 6-46

LDAP Connections..................................................................................... 6-49Lightweight Directory Access Protocol (LDAP) ................................... 6-49LDAP Connection List ........................................................................ 6-50

Aeonix Administration Manual Table of Contents v

TOC

Defining an LDAP Connection............................................................. 6-52Testing LDAP Connection Parameters ............................................... 6-56

7 Profiles

Profiles ......................................................................................................... 7-1Profile Definition Example ..................................................................... 7-2

Managing Sub-profiles ................................................................................. 7-3Profile List Page for Sub-profiles........................................................... 7-5General Information Sub-profiles .......................................................... 7-8Timeout Sub-profiles ........................................................................... 7-11Feature Configuration Sub-profiles ..................................................... 7-14Toll Barrier Sub-profiles....................................................................... 7-20Schedule Sub-profiles ......................................................................... 7-24Incoming Call Routing Sub-profiles ..................................................... 7-27Outgoing Call Routing Sub-profiles ..................................................... 7-37Administration Level Sub-profiles........................................................ 7-45Phone Profiles ..................................................................................... 7-50

Managing Profiles ...................................................................................... 7-73User and Trunk Group Profile List Pages............................................ 7-74Defining a User Profile ........................................................................ 7-76Defining a Trunk Group Profile............................................................ 7-78

Managing Provisioning Profiles .................................................................. 7-81Provisioning Profile List Page.............................................................. 7-82Defining a Provisioning Profile ............................................................ 7-84

8 Managing Users

Users ............................................................................................................ 8-1User List Page....................................................................................... 8-2

Defining a User ............................................................................................ 8-9Defining User Identity Settings ............................................................ 8-14Assigning Aliases to Users.................................................................. 8-17Managing Voicemail Boxes for Users ................................................. 8-21

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TOC

Specifying External Phone Numbers................................................... 8-23Overriding User Profiles ...................................................................... 8-25Configuring a User’s Phone Profiles ................................................... 8-46Managing a User’s Phones ................................................................. 8-51Configuring Mobility Rules for a User .................................................. 8-56Managing a User’s ULA Settings ........................................................ 8-59Setting the Meet-me Conference Access Code .................................. 8-66Resetting a User’s Password .............................................................. 8-67Enabling ACD and Hunt Working Modes ............................................ 8-68Defining Call Intrusion Settings ........................................................... 8-69

Importing Users .......................................................................................... 8-71

Importing LDAP Users................................................................................ 8-75

Associating Users with Groups .................................................................. 8-81Group List and Pickup Group List Pages ............................................ 8-81Defining a Group ................................................................................. 8-84

Aeonix Desktop Clients for Users............................................................... 8-87Downloading the Sea Navigator / Sea Attendant Desktop Client........ 8-89Downloading the Visor / Agent Desktop Client.................................... 8-89Downloading the FlexIP Softphone (FLIPS)........................................ 8-90Downloading the TAPI Service Provider and DialIt ............................. 8-92Downloading the Aeonix Maintenance Tool ........................................ 8-93

9 Managing Phones

Phones ......................................................................................................... 9-1Phone List Page .................................................................................... 9-2

Configuring Phones in Aeonix ...................................................................... 9-7Defining a Phone in Aeonix ................................................................... 9-8Defining the Default User of a Phone.................................................. 9-19

Aeonix Administration Manual Table of Contents vii

TOC

Phone Templates ...................................................................................... 9-21

10 Managing Trunk Groups

Trunk Groups ............................................................................................. 10-1Trunk Group List Page ........................................................................ 10-2

Defining a Trunk Group .............................................................................. 10-5Defining Trunk Group Settings ............................................................ 10-9Assigning Aliases to Trunk Groups ................................................... 10-10Overriding Trunk Group Profiles........................................................ 10-10Defining Incoming and Outgoing Call Routing for Trunk Groups ...... 10-11Defining the Trunk Members of a Trunk Group................................. 10-22Reserving a Trunk Group for Emergency Calls................................. 10-23Authorizing Trunk Group Members to perform Silent Monitoring ...... 10-24

Importing / Exporting Trunk Group Rules................................................. 10-25Importing Trunk Group Call Routing Rules ....................................... 10-25Exporting Trunk Group Call Routing Rules ....................................... 10-28

11 Managing Trunks

Trunks ........................................................................................................ 11-1Trunk List Page ................................................................................... 11-2

Configuring Trunks in Aeonix ..................................................................... 11-9Defining a Trunk in Aeonix ................................................................ 11-10Trunk Parameters.............................................................................. 11-13Defining the Default Trunk Group of a Trunk .................................... 11-23

Trunk Templates ...................................................................................... 11-25

12 Managing Gateways

Gateways ................................................................................................... 12-1Coral Wave Gateway Series ............................................................... 12-1Wave Gateway List Page .................................................................... 12-3

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TOC

Configuring Gateways................................................................................ 12-7Defining a Wave Gateway................................................................... 12-8Defining Wave Gateway Setup/Synchronization/Alarm Parameters . 12-10

Configuring Wave Gateway Cards ........................................................... 12-15Card List ............................................................................................ 12-16Managing Coral Wave Gateway Phones or Trunks .......................... 12-19Configuring Card Parameters............................................................ 12-21Adding a Card ................................................................................... 12-35Deleting a Card ................................................................................. 12-36

13 Managing Aliases

Aliases (“Phone Extensions”) ..................................................................... 13-1Alias Lists Page................................................................................... 13-2

Assigning Aliases ....................................................................................... 13-5

14 Configuring Services

Services ..................................................................................................... 14-1

Defining ACD Groups................................................................................. 14-3ACD Group List Page.......................................................................... 14-4Defining an ACD Group....................................................................... 14-6Setting Codecs for ACD & Hunt Announcers .................................... 14-14

Configuring Call Recording ...................................................................... 14-15Call Recording List Page................................................................... 14-16Defining a Call Recording Rule ......................................................... 14-19Defining a Recording Server ............................................................. 14-24

Configuring the Hospitality Service .......................................................... 14-27Hospitality List Page.......................................................................... 14-28Defining a Hospitality Service............................................................ 14-29

Defining Hunt Groups............................................................................... 14-33Hunt Group List Page........................................................................ 14-34

Aeonix Administration Manual Table of Contents ix

TOC

Defining a Hunt Group....................................................................... 14-36

Defining Call Groups ................................................................................ 14-47Call Group List Page ......................................................................... 14-48Defining a Call Group ........................................................................ 14-49

Defining Conference Calls........................................................................ 14-51Conference Call List Page................................................................. 14-52Defining Conference Call Alias Numbers .......................................... 14-53

Defining Meet-Me Conference Aliases..................................................... 14-59Meet Me Configuration List Page ...................................................... 14-60Defining Default Values for Meet-me Security Settings .................... 14-62Defining Meet-me Conference Alias Numbers .................................. 14-65

Defining Mobility Aliases .......................................................................... 14-67Mobility List Page .............................................................................. 14-68Defining a Mobility Alias .................................................................... 14-69Configuring Rules for a Mobility Alias................................................ 14-71

Configuring Call Detail Records (CDR) .................................................... 14-75

Computer Telephony Integration (CTI) ..................................................... 14-77

Defining Dispatch Consoles ..................................................................... 14-79Dispatch Console List Page .............................................................. 14-80Defining a new Dispatch Console ..................................................... 14-82Defining a Dispatch Console Profile .................................................. 14-83

Configuring the Music Service.................................................................. 14-85Music Service List Page .................................................................... 14-86Configuring a Music Source and MOH Alias Numbers ..................... 14-88

Configuring Page Queue Park/Pickup...................................................... 14-91Defining Alias Numbers for Page Queue Park/Pickup ...................... 14-92

Configuring the Provisioning Service ....................................................... 14-95Viewing Updated Phone Firmware Files ........................................... 14-96Defining New Configuration Sets ...................................................... 14-98

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Configuring Voicemail ............................................................................ 14-101SIP Voicemail List Page .................................................................. 14-102Defining Voicemail Applications in Aeonix ...................................... 14-104Accessing SeaMail .......................................................................... 14-113

Defining Virtual Endpoints ...................................................................... 14-114Virtual Endpoint List Page ............................................................... 14-115Defining Virtual Endpoint and Virtual Agent Alias Numbers............ 14-117

Defining Zone Page Calls ...................................................................... 14-123Zone Page List Page....................................................................... 14-124Defining Zone Page Call Alias Numbers ......................................... 14-125

15 Managing Your Account

Your Own Account...................................................................................... 15-1

Configuring Your Account........................................................................... 15-3Defining Your Presence Status ........................................................... 15-4Modifying Your Identity Settings.......................................................... 15-5Managing Your Phone Numbers ......................................................... 15-5Managing Your Voicemail Settings ..................................................... 15-6Overriding Your Profile Configuration.................................................. 15-6Defining Your Phones ......................................................................... 15-7Managing Your Phone Profiles............................................................ 15-7Setting the Access Code for a Meet-me Conference Alias ................. 15-7Managing Your Mobility Rules............................................................. 15-8Managing Your ULA Settings .............................................................. 15-8Installing the Sea Navigator on Your Workstation............................... 15-9Installing the Sea Attendant on Your Workstation............................... 15-9

Managing Your Call Logs ......................................................................... 15-11Viewing Your Call Logs ..................................................................... 15-11Deleting Call Log Entries................................................................... 15-12Exporting Your Call Logs................................................................... 15-13

Aeonix Administration Manual Table of Contents xi

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16 Maintaining Aeonix

Alarms ........................................................................................................ 16-1Viewing Alarms.................................................................................... 16-2Configuring Alarm Access Parameters ............................................. 16-10Configuring Alarm Notification Options ............................................. 16-14

System Information .................................................................................. 16-17Displaying Aeonix Version Information.............................................. 16-18Monitoring System Parameters ......................................................... 16-19

Clusters .................................................................................................... 16-23Displaying Cluster Information .......................................................... 16-24Restarting Servers After Network Connection Restored ................... 16-27Configuring the Cluster for Registration Load Balancing .................. 16-29Setting Server for ACD and Hunt Services ....................................... 16-31Enabling and Configuring High Availability........................................ 16-32

Data Backup and Restoring via Web ....................................................... 16-35Creating a Backup............................................................................. 16-36Restoring the Database with a Backup ............................................. 16-37Setting up a Schedule for Automatic Backup .................................... 16-38

Restarting Aeonix via Web ....................................................................... 16-43

Server-based Maintenance Tools............................................................. 16-45Accessing the Aeonix Server ............................................................ 16-45Restarting Aeonix from the Server .................................................... 16-47Checking the Aeonix Service Status ................................................. 16-48Aeonix Server Database Export and Import Procedures .................. 16-49Aeonix Debugging Commands.......................................................... 16-51Log Files............................................................................................ 16-56Ethereal Network Analyzer................................................................ 16-58Aeonix Troubleshooting Examples.................................................... 16-59

Aeonix Error Messages............................................................................ 16-63Access and Password-related Error Messages ................................ 16-64General Error Messages ................................................................... 16-65

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Global Settings Error Messages........................................................ 16-67Group-related Error Messages.......................................................... 16-68Phone and Phone Profiles-related Error Messages .......................... 16-69Routing and Digit Manipulation Error Messages ............................... 16-70Schedules-related Error Messages ................................................... 16-71Voicemail-related Error Messages .................................................... 16-72

17 Glossary

Glossary of Terms ...................................................................................... 17-1

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xiv Table of Contents Aeonix Administration Manual


Chapter
1
Overview

1.1 Introduction to this Manual....................................................1-1

1.2 Introduction to Aeonix ...........................................................1-5

1.3 Support and Documentation ...............................................1-15

A

1.1

eonix Administration Manual

Introduction to this Manual

Intro

ducti

on to

this

Man

ual

1

This manual describes how the administrator configures Aeonix. The administrator adds users and assigns them call extension numbers (aliases) and phones. Likewise, the administrator adds and configures gateways and trunks to work with Aeonix. The administrator is also responsible for configuring and maintaining Aeonix entities. Finally, the administrator can define other Administration Levels with customized Administration Tasks, authorizing other users, for example, to also add new users to the system.

Prior to using Aeonix, the application must be installed, and a soft key with the appropriate license permissions must be uploaded and deployed on the designated Aeonix License Key server. For details refer to the Installation procedure (see Related Documentation, page 1-17).

.................................................................................. Intended Audience

The instructions in this manual are designed for administrators of Aeonix. Administrators are personnel who have full authority to configure all aspects of the system, including users, telephones, gateways, trunks, aliases, and Administration Levels in the system.

Overview 1-1

Intro

ducti

on to

this

Man

ual

1

.................................................................................. Document Structure

The following table provides a short outline of each chapter.

Chapter Topic Description

Chapter 1 Overview (this chapter)

This chapter describes this manual and includes: Outline of the Aeonix system Target audience definition List of related documentation Description of the conventions used in the

manual

Chapter 2 Aeonix Features

This chapter introduces Aeonix features and provides guidelines on how to set them up.

Chapter 5 Getting Started This chapter describes how to log in to the Aeonix Portal and perform basic tasks. It also provides an outline of Aeonix setup procedures and describes how to access licensing information.

Chapter 6 Global Settings This chapter describes how to configure Aeonix global settings: Closed User Groups, Dial Codes, Dial Plans, Locations, Schedules, Automatic Route Selection tables, and LDAP Connections.

Chapter 7 Profiles This chapter describes how to configure Aeonix profiles, sub-profiles, and Auto Provisioning profiles.

Chapter 8 Managing Users

This chapter describes creating, maintaining, importing, and grouping Aeonix users.

Chapter 9 Managing Phones

This chapter describes Aeonix phones and phone templates. It includes instructions on how to define different phone types in the system.

Chapter 10 Managing Trunk Groups

This chapter describes Aeonix trunk groups, how they are configured, and how their configuration differs from the configuration of Aeonix users.

Chapter 11 Managing Trunks

This chapter describes Aeonix trunks and trunk templates. It includes instructions on how to define different trunk types in the system.

Chapter 12 Managing Gateways

This chapter describes how to define Coral Wave Gateway units in the Aeonix system.

1-2 Overview Aeonix Administration Manual

Intro

ducti

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this

Man

ual

1

Chapter 13 Managing Aliases

This chapter describes alias types. It also includes instructions on how to view and set aliases.

Chapter 14 Configuring Services

This chapter describes Aeonix services and their configuration.

Chapter 15 Managing Your Account

This chapter describes how to manage your own account by utilizing the User Menu options.

Chapter 16 Maintaining Aeonix

This chapter describes procedures used for periodical Aeonix maintenance and troubleshooting.

Chapter 17 Glossary This chapter provides a description of Aeonix terminology.

Chapter Topic Description

Aeonix Administration Manual Overview 1-3

Intro

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on to

this

Man

ual

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.................................................................................. Manual Conventions

It is important to understand the symbols and typographical conventions used in this manual. These conventions and symbols indicate information that requires special attention, as illustrated in the following examples:

Indicates important information demanding special attention.

In addition, the following typographical conventions are used throughout this manual.

Table 1-1 Typographical Conventions

There is a risk of causing the Aeonix service to malfunction.

NOTES:A page that is intentionally left blank, and can be used for note-taking.

Convention Use

Italics Titles of related documentation Menu option path denotations. A > sign denotes the path of the

option, such as Administration>Services>Services List. Directory path denotations

Bold type Names of buttons, icons, and menus Names of fields, parameters, and options on the Web page Selectable drop-down list values Text usually displayed in italics when it appears in cautions and

notes Names of keys on a telephone, including keypad keys, fixed

function keys, and programmable buttons Emphasized text

ALL CAPS Keyboard names, combinations, and sequences, such as CTRL and SHIFT+P

Blue font Clickable cross-reference links

Message style

Text prompts and commands in a Linux terminal window or on a DOS screen


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1.2


Introduction to Aeonix

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This section provides basic information about Aeonix and lists the devices that can be connected to it:

About Aeonix, page 1-6

Aeonix Building Blocks, page 1-7

Supported Devices, page 1-12

Supported Codecs, page 1-13

Aeonix features and their configuration are described in Chapter 2, Aeonix Features.

Overview 1-5

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.................................................................................. About Aeonix

Aeonix is a powerful, flexible, and adaptable Unified Communications and Collaboration (UC&C) platform providing softswitch capabilities in conjunction with Video conferencing and collaboration. Aeonix offers the benefits of converged IP communications to all organizations, regardless of their size. With minimal implementation costs and maximum scalability on an extendable platform, Aeonix can be expanded or upgraded according to the enterprise’s changing needs.

Whether as an independent system or integrated with existing systems and endpoints, Aeonix connects between endpoints, protocols, and media gateways. This provides full feature functionality for heterogeneous media environments of voice, video, messaging, fax, chat, text messages, URL, and HTML pages.

Aeonix’s user-centric approach simplifies communications with individual call routing options and customizable individual user preferences. Aeonix also offers user-friendly Web administration with a range of supervision features.

Aeonix has built-in distributed ACD capabilities and integrated IVR, and is integrated with Tadiran Telecom’s Aeonix Contact Center applications for more sophisticated call center functionalities. Distinct groups such as departments or companies can be managed as completely separate entities through the same Aeonix application.

Existing Coral IPx/FlexiCom customers can take advantage of their investment and enjoy the benefits of Aeonix. By converting every Coral IPx/FlexiCom to a Tadiran Wave gateway, existing line cards and telephones (analog and digital sets) can become part of the Aeonix system. Aeonix can also benefit existing Coral users with its ability to serve as a survivable remote system when connected as a node on a Coral QNET network.

An enhanced Aeonix version is available for ASPs and ITSPs, offering hosted and co-hosted solutions. Customers can enjoy unique numbering plans, separated administration and billing, and personal routing rules.


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.................................................................................. Aeonix Building Blocks

Aeonix consists of the following building blocks:

Entities, page 1-7

Global Settings, page 1-7

Profiles, page 1-8

Administration Levels and Tasks, page 1-9

Services, page 1-11

Entities

An Aeonix network consists of users, trunk groups, gateways, phones, and trunks. Users represent individuals; trunk groups represent logical groups of trunks with a common purpose.

Phones and trunks relate to actual hardware or software devices. Examples for phones are a telephone or a softphone application on a user’s workstation; examples for trunks are a SIP trunk, an analog trunk, or an E1/T1 channel to the PSTN. Phones are associated with users, as a user needs to be logged in through a phone in order to receive any service from the Aeonix system (such as placing and receiving calls). To allow the logical configuration of a group of trunks, the system requires trunks to be associated with trunk groups.

In addition, each user and each trunk group have one or more unique aliases assigned. An alias is a specific number, range of numbers, or expression that is dialed to reach the user or trunk group from within the Aeonix network. (External callers either dial prefix digits or a central number followed by an extension number.) If a user’s cellular phone or other external devices are defined in Aeonix, a call to the alias of this user will also ring on these devices, if required.

Coral Wave Gateway units are represented as gateways. Gateways are used to connect legacy and non-IP equipment to Aeonix.

Global Settings

Global settings are definitions and parameter values that are defined at the system level, rather than for a specific entity.

The system provides predefined default instances for global settings. Default instances cannot be removed, but their values can be modified. You can also create and apply additional global setting instances. For example, you can use the predefined country


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codes as the default codes and define dial codes for additional countries. Global settings include:

Table 1-2 Global Settings Description

The term 'CUG' is used throughout this manual. Currently, only the root CUG (i.e. system-wide CUG) is supported in Aeonix.

Profiles

Profiles are sets of parameters that can be associated with an entity. Dedicated profile types for users and trunk groups exist, as well as template definitions for the different phone and trunk types.

Profiles include a variety of general parameters, timeout settings, toll restrictions, feature specifications, phone parameters, and trunk parameters. Profiles can also define flexible routing and forwarding schemes for incoming and outgoing calls.

Global Settings Descriptions

Country and area codes

international and national dial codes and patterns

Locations setting that indicates the country and area in which a phone or trunk is located and used, including emergency call configuration

Dial plans internal plans that defines the alias patterns that can be assigned, as well as the codes dialed to make use of Aeonix features

CUGs (Closed User Groups)

groups or sub-groups of Aeonix users that function as separate virtual “sub-systems” on the same Aeonix system. Calls from a peer CUG are handled as external calls. Each CUG is assigned a dial plan.

Schedules time plans for holidays, work hours, or one-time or recurring periods. Schedules can be applied to users and trunk groups through Schedule profiles.

ARS (Automatic Route Selection)

allows the system to route outgoing calls through the most suitable transmission channel (trunk group), according to the prefix of the calls

LDAP connections allows the system to be updated and kept synchronized with the data residing on the organization’s LDAP server


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Users and trunk groups are assigned default or administrator-defined profiles, as required. Profiles can be overridden both globally and for a specific user or trunk group.

Each user profile is associated with an Administration Level that cannot be overridden.

Auto Provisioning profiles contain pre-configured sets of features and parameters which can be associated globally with Tadiran SIP phones and P-Series phones. Once configured, the Auto Provisioning service automatically polls and updates these phones with the latest phone firmware and configuration files.

Administration Levels and Tasks

Aeonix allows for complete multi-level administration. The administrator can define administration level profiles that can be applied to allow subsets of users to access and manage particular pages in the Aeonix Web Portal, referred to as Administration Tasks. For example, the User List page is automatically displayed upon log in, but only to users with Users task administration privileges. Unless modified, the default user profile is automatically applied to new users, giving them personal account management privileges that only allows them access to their personalized Web Portal - refer to the Aeonix Configuration Guide for End Users (see Related Documentation, page 1-17).

The administrator can define new administration level profiles with any combination of administration tasks. Users assigned to a user profile associated with an administration level profile that does not include any administration tasks will not have access rights even to their own personalized Web Portal.

The following table describes the five default administration level profiles and their corresponding administration tasks.

Table 1-3 Default Administration Level Profiles

Level Name Task Name Main Tasks Description

Personal Administrator End Users Personal Account Management


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Users Administrator Users Dial Plans and

Digit Mappings Provisioning

Profiles

Add/remove users Add/remove dial plans Defining provisioning

profiles

Telephony Administrator Dial Plans and Digit Mappings

Provisioning Profiles

Trunks and ARS Gateways

Add/remove dial plans Defining provisioning

profiles Trunk/Trunk Group/ARS

configuration Gateway configuration

Applications Administrator

SeaMail Services ACD and CTI

Services Mobility Services Conference

Services Other Services

Voicemail configuration ACD/CTI configuration Mobility configuration Conference configuration Page Queue, CDR,

Dispatch Console configuration

Technician Administrator End Users Users Dial Plans and

Digit Mappings Provisioning

Profiles Trunks and ARS SeaMail Services ACD and CTI

Services Mobility Services Conference

Services Alarms Multi-Tenants System and

Clusters LDAP Gateways Licensing Other Services

Personal Account Management

Add/remove users Add/remove dial plans Defining provisioning

profiles Trunk/Trunk Group/ARS

configuration Voicemail configuration ACD/CTI configuration Mobility configuration Conference configuration Alarm access and

notification configuration Multi-Tenant management System/Cluster

management LDAP configuration Gateway configuration Licensing management Page Queue, CDR,

Dispatch Console configuration

Level Name Task Name Main Tasks Description


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Services

Some Aeonix features rely on centralized applications called services (such as the Auto Provisioning service mentioned above). These services must be configured before the related features can be used.


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.................................................................................. Supported Devices

The following is a list of peripheral devices currently supported by Aeonix. You might need some or all of the following equipment to work with Aeonix. To learn how to set them up and connect them to Aeonix, refer to the relevant manuals as described in the Related Documentation section of this manual.

MGCP: FlexSet-IP 280S, T200M Series (T207M, T208M/BL) IP telephone

Tadiran SIP Phones: T19P, T21P E2, T23P, T27P, T320, T320P, T322, T328, T41P, T42G, T46G, T48G

SIP: P-Series (P-335, P-450) IP telephone

FlexIP Softphone (FLIPS)

SeaBeam video softphone (Version 1.5.20.2 build 62959 and higher)

Coral IPx Office with QSIG IP (Net-IP feature authorization)

Coral IPx 500 with QSIG IP (Net-IP feature authorization) and PUGWipx/PUGW-2Gipx card

Coral IPx 800, 3000, 4000 with QSIG IP (Net-IP feature authorization) and PUGW/PUGW-2G card

Coral FlexiCom 400 (with HDC Controller), 5000, 6000 with QSIG IP (Net-IP feature authorization) and PUGW/PUGW-2G card

SIP-based AudioCodes FXO/FXS gateways

Tadiran TGW gateways

Sentinel Pro

Coral Wave Gateway, as well as any voice terminals or trunks supported by and connected through the Wave Gateway. These include FlexSet, DST, and DKT phones; Single Line Telephones (SLT); Loop Start, Ground Start, E1/T1, BRI, and PRI trunks; and many more. (For a full list, refer to the Coral Wave Gateway documentation.)

Other third-party phones (off the shelf) that have been approved for use with Aeonix. Contact the Aeonix manufacturer's representative for the approved list of tested equipment and along with their test data.


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.................................................................................. Supported Codecs

Aeonix supports the following codecs:

G.711 (µ-law and A-law algorithms)

G.729

To learn about the codecs a phone supports, refer to the documentation of the relevant phone (see Related Documentation, page 1-17).


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Support and Documentation

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This section provides information about the following:

Support, page 1-16

Upgrading Aeonix, page 1-16

Related Documentation, page 1-17

Overview 1-15

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.................................................................................. Support

The manufacturer is committed to quality service and customer support. Therefore, if any problem related to the Aeonix system occurs, contact one of the manufacturer’s support centers listed at http://www.tadirantele.com/tadiran-telecom/support.aspx or your Aeonix manufacturer’s representative.

In the email, include the following information:

The caller’s phone number

The called phone number

The date and time of the event

Other details related to the event

In addition, attach the system log files (see Log Files, page 16-56) and if relevant, Ethereal network analyzer reports (see Ethereal Network Analyzer, page 16-58) to the email.

.................................................................................. Upgrading Aeonix

Upgradable Aeonix software version delivers new capabilities with each new release. Upgrading Aeonix is easy. Just follow the steps in the Aeonix Upgrade Version Wizard. Refer to the Aeonix Maintenance Tool Manual (see Related Documentation, page 1-17).

There is no need to uninstall the old version prior to installing the new version.

To obtain additional licenses, the Aeonix soft key must be updated. This is also described in detail in the Aeonix Installation Manual.


http://www.tadirantele.com/tadiran-telecom/support.aspx

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.................................................................................. Related Documentation

Refer to the following documentation, as required, for information regarding the Aeonix system and the devices that can be connected to the Aeonix network.

Table 1-4 Related Documentation Item Subject Manual

Aeonix Minimum requirements

Aeonix Installation - Hardware and Software Guidelines

Installation procedure Aeonix Installation Manual for Manufacturer-installed Systems

Aeonix Installation Manual for Customer-installed Systems

Version upgrade Aeonix Maintenance Tool Manual

Web Portal for End users

Aeonix Configuration Guide for End Users

FlexIP Softphone (FLIPS)

How to use and Installation Procedure

FlexIP SoftPhone User Guide

SeaBeam Softphone General description and how to use

SeaBeam User Guide for Aeonix

Installation procedure, and troubleshooting

SeaBeam Softphone Installation Manual

FlexSet-IP 280S terminals

General description and how to use

FlexSet-IP 280S User Guide for Aeonix

Installation, Troubleshooting and Hardware Reference

FlexSet-IP 280S IP station Installation Manual for Aeonix


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T200M Series (MGCP) terminals

General description and how to use

T207M/NP, T208M/BL, T207M and T208M IP Telephone User Guide for Aeonix

Quick User Guide T200M Quick Reference Guide - How to Use Aeonix Telephony Features

Installation, Troubleshooting and Hardware Reference

T207M/NP, T208M/BL, T207M and T208M IP station Installation Manual for Aeonix

P-Series (SIP) terminals General description and how to use

Third-party SIP Telephone User Guide for Aeonix

Polycom P-335 and P-450 User Guides

Quick guide Polycom P-335 and P-450 Quick Start Guides

Polycom P-335 and P-450 Quick User Guides

T20 Series (SIP) terminals

Aeonix features operation

Third-Party SIP Telephone User Guide for Aeonix







SeaMail Administration and configuration

SeaMail Administration and Configuration Manual for Aeonix

Voicemail description and how to use

SeaMail User Guide for Aeonix

Short User Guide SeaMail Voice Messaging - Quick User Guide

Quick guide MAILBOX TYPE: Bureau (CO Messaging Octel)

MAILBOX TYPE: Message (Voice Messaging)

Item Subject Manual


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Sentinel Pro General description, installation, troubleshooting and hardware reference

Sentinel Pro 6.5 Installation Procedure and Reference Manual for Aeonix

Coral IPx/FlexiCom systems

Database configuration for QSIG IP (Net-IP feature authorization)

Coral IPx/FlexiCom Program Interface & Database Reference Manual, Version 15 or higher

UGW, PUGW or PUGW-2G card for QSIG IP (Net-IP)

Coral IPx/FlexiCom Service and Peripheral Cards Installation Manual (Chapter 10)

Coral Wave Gateway systems

Database configuration via PI

Coral Wave Gateway Program Interface & Database Reference Manual

Coral system conversion to Wave Gateway

Coral Wave Gateway Conversion Procedure for Coral IPx/FlexiCom Systems

FlexSet 120S, 121S FlexSet 120S and 121S User Guide for Aeonix

FlexSet 280S, 281S FlexSet 280S and 281S User Guide for Aeonix

FlexSet 120, 120D, 120L,280, 280D, 280D-HS

FlexSet 280, 280D, 120, 120D & 120L User Guide for Aeonix

DKT and DST

SLT SLT User Guide for Aeonix

FlexSet installation FlexSet (120, 120D, 120L, 120S, 121S, 280, 280D, 280D-HS, 280S, 281S, APDL, PEX, APA and CPA) Digital Station Terminal Equipment Installation Manual

Item Subject Manual


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Chapter
2
Aeonix Features

2.1 Setting up Aeonix Features ..................................................2-1

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2.1


Setting up Aeonix Features

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This section briefly describes the main features of the Aeonix system and refers to the relevant pages in the Aeonix Web Portal.

For a comprehensive description of Aeonix features, refer to the Aeonix Product Description (see Related Documentation, page 1-17).

Aeonix users can activate features by:

Configuring the keyset through the keyset's display using soft keys and arrow keys

Using a programmable keyset button that is programmed for the feature (see Phone Profiles, page 7-50 and Programmable Button Dial Functions, page 7-56)

Configuration via the Aeonix Web Portal for Users

Entering the relevant codes. These dial codes are defined in the dial plan of the users (see Dial Plans, page 6-17).

Access to some features can be restricted by the administrator.

For detailed instructions on activation and use of features, refer to the User Guide of the relevant phone (see Related Documentation, page 1-17).

Aeonix Features 2-1

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This section describes the following basic features:

Aeonix Contact Center, page 2-5

Aeonix Logger (Call Recording), page 2-5

ANI (Caller ID) Restriction, page 2-6

Auto Answer, page 2-6

Auto Redial, page 2-6

Automatic Call Distribution (ACD) and Hunt Groups, page 2-7

Automatic Database Backup, page 2-8

Automatic Route Selection (ARS), page 2-8

Batch Import of Users, page 2-8

Break-in, page 2-9

Call Details Records (CDR), page 2-9

Call Groups, page 2-9

Call Log, page 2-9

Call Pickup, page 2-10

Call Preemption, page 2-10

Call Waiting (Multi-appearance), page 2-11

Camp-on, page 2-11

Closed User Groups (CUG), page 2-12

Computer Telephony Integration (CTI), page 2-13

Conference Calling, page 2-13

Deflect (Divert) Call, page 2-14

Direct Inward Dialing (DID), page 2-14

Dispatch Console, page 2-14

Do Not Disturb (DND), page 2-15

Enhanced Emergency Call Support (E-911), page 2-16

Enhanced SIP Functionality (ESF), page 2-16

FlexiCall, page 2-17

FlexIP Softphone, page 2-17

Group Listening, page 2-18

Headset Only Mode, page 2-18

Hospitality, page 2-18

2-2 Aeonix Features Aeonix Administration Manual

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Hot Station, page 2-19

Incoming Call Routing (Call Forwarding and Call Rejection), page 2-19

Lightweight Directory Access Protocol (LDAP), page 2-20

Login and Logout, page 2-20

Mobility, page 2-21

Multi-Level Administration, page 2-21

Music on Hold (MOH), page 2-22

Mute, page 2-23

Network Alarms, page 2-23

Outgoing Call Routing (Dialed Number Manipulation), page 2-24

Page Queue, page 2-24

Profile Programming, page 2-25

Programmable Phone Buttons, page 2-25

Provisioning for Tadiran SIP Phones and P-Series Phones, page 2-25

Recall on Transfer, page 2-26

Redial, page 2-26

Redundancy, page 2-27

Registration Load Balancing, page 2-27

Remote Server Maintenance, page 2-28

Reports, page 2-28

Schedule Programming, page 2-29

Sea Attendant, page 2-29

Sea Navigator, page 2-31

Silent Monitoring, page 2-32

TAPI Service Provider and DialIt, page 2-33

Timeout Programming, page 2-33

Toll Barrier, page 2-33

Transfer, page 2-34

Unified Messaging and Voicemail, page 2-34

User Line Appearance (ULA), page 2-35

User Presentation, page 2-36

Virtual Endpoints, page 2-37

Aeonix Administration Manual Aeonix Features 2-3

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Voice Page, page 2-37

Web Portal, page 2-38

Zone Page, page 2-38


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.................................................................................. Aeonix Contact Center

Aeonix Contact Center is an intuitive, flexible and easy to use all in one contact center management solution. This out-of-the-box call routing system provides sophisticated call blending, call proxy and automated callback features. Multimedia queue management enables intuitive, prompt and personalized attention.

Aeonix Contact Center’s detailed historical, real time and cradle to grave reporting allow organizations to easily and quickly measure contact center resources and to adjust to changing business demands. It integrates seamlessly with customer CRM solutions and can easily blend inbound and outbound calls to manage sales campaigns and customer order processing.

.................................................................................. Aeonix Logger (Call Recording)

The Tadiran branded Aeonix Logger is a call recording and screen logging system that records communication between SIP trunks and phones, as well as between MGCP/analog/digital trunks and phones. Voice recordings in conjunction with screen capturing capabilities allow all user activity to be thoroughly monitored and powerful search mechanisms allow all recordings to be easily retrieved and played back by the system administrator locally or remotely via a user-friendly web-based management interface.

Aeonix Logger supports active recording, where streams are sent to the recorder from a central point regardless of network topology. This method of recording allows any endpoint and logical entity in the system to be recorded using Basic Rule Engine (BRE) recording rules, including analog phones, digital phones, digital trunks, VoIP phones, SIP trunks, user entities, ULA and more.

Selective recording can also be performed on demand by Aeonix users on supported phones and applications via CSTA. A CSTA link can be used to send CTI information (caller ID, dial number, alias, and DNIS) from the Aeonix to the Aeonix Logger, which then generates meta data for storage purposes.

Feature Configuration Licenses (Licenses, page 5-13) For users that are allowed to use the Aeonix Contact Center client—download

the client on each user’s workstation (Aeonix Desktop Clients for Users, page 8-87), or instruct the users to download the client by themselves (Aeonix Contact Center Installation and Getting Started).


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.................................................................................. ANI (Caller ID) Restriction

The ANI number refers to the phone from which the call is made. ANI restriction allows a user’s ANI to be hidden from the external call destination.

.................................................................................. Auto Answer

Auto Answer sets the phone to automatically accept incoming calls, that is, activate the speaker or the headset when an incoming call is received. This feature is mainly used by call center agents in telemarketing and support centers.

This feature can be turned on and off directly from the phone or in the user’s Feature Configuration profile.

.................................................................................. Auto Redial

Auto Redial allows users to automatically dial busy and non-answering destinations according to the predefined number of ring attempts by pressing a dedicated soft key, programmed button, or code.

Feature Configuration Call Recording service—set up selective recording rules and associate recording

servers with recording centers (Configuring Call Recording, page 14-15) Programmed phone button (Programmable Button Dial Functions, page 7-56) or Record on demand code (Table 6-9, Feature Codes for Dial Plans) Aeonix Web Portal for Users (refer to the Aeonix Configuration Guide for End

Users)

Feature Configuration For all calls—in the user’s Feature Configuration profile (Feature Configuration

Sub-profiles, page 7-14) For a specific call—Programmed phone button (Programmable Button Dial Functions,

page 7-56) or ANI Restriction code (Table 6-9, Feature Codes for Dial Plans)

Feature Configuration User’s Feature Configuration profile (Feature Configuration Sub-profiles, page 7-14) or

Auto Answer code (Table 6-9, Feature Codes for Dial Plans)


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This feature can be suspended by activating the Freeze Auto Redial feature.

.................................................................................. Automatic Call Distribution (ACD) and Hunt Groups

The Aeonix distributed ACD feature allows Aeonix users to function as call center agents via ACD and Hunt groups. When used in conjunction with the Aeonix Contact Center, the ACD feature allows for a complete call center solution.

An ACD/Hunt group is assigned an alias number and includes specified users and/or user groups. A call to this number is directed to the first available user (agent) according to the specified call distribution method. If all logged-in ACD/Hunt group members are busy or on break, the incoming call is put on the group’s waiting queue. According to the ACD/Hunt group definition, the caller either hears a recorded message or music until an ACD group member becomes available, is automatically transferred to a specified overflow destination such as voicemail, or is disconnected.

ACD/Hunt group members can make use of ACD related features, including:

Answer, reject, and place ACD calls on hold, during which time the agent becomes unavailable to answer other calls (including private calls)

Log in and out of an individual ACD group (ACD members only)

Take a break (release status) from all ACD groups to which they are currently logged in, and resume active status in all those groups when the break is over

A user can be a member of several ACD/Hunt groups.

Feature Configuration Auto Redial—set number of ring attempts and time intervals between attempts,

in the Feature Configuration profile (Feature Configuration Sub-profiles, page 7-14). This parameter can be overridden for individual users

Programmed phone button (Programmable Button Dial Functions, page 7-56) or Auto Redial and Freeze Auto Redial codes (Table 6-9, Feature Codes for Dial Plans)

Feature Configuration Specify group members, call distribution method, announcements, and overflow

parameters (Defining ACD Groups, page 14-3 and Defining Hunt Groups, page 14-33). Set server for ACD service in a clustered environment (Setting Server for ACD and

Hunt Services, page 16-31). Specify the codecs used for announcers (Setting Codecs for ACD & Hunt Announcers,

page 14-14) User—set working modes (Enabling ACD and Hunt Working Modes, page 8-68).


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.................................................................................. Automatic Database Backup

The Aeonix database can be backed up at any time, or automatically at programmable intervals. In a cluster of several Aeonix servers, a backup file destination can be specified for each server. Backup files can be used to restore a corrupted database.

.................................................................................. Automatic Route Selection (ARS)

The trunk groups (channels) through which Aeonix routes outgoing calls can be flexibly defined to improve call quality and throughput while reducing costs. Taking into account calling user location, destination number, and applicable call routing rules, ARS tables route the calls through the optimal available trunk group. For further details, see Automatic Route Selection (ARS), page 6-39.

.................................................................................. Batch Import of Users

Multiple users and their phones can be imported into the Aeonix system from a CSV file. Prior to the import, the administrator specifies which fields are included in the file and in what order.

Feature Configuration See Setting up a Schedule for Automatic Backup, page 16-38.

Feature Configuration

1 Define trunk groups (Chapter 10, Managing Trunk Groups).2 Define countries and areas (Defining a Country, page 6-4).3 Define the ARS table (Defining an ARS Table, page 6-42).4 Test the ARS table definition (Testing an ARS Table, page 6-45).

Feature Configuration See Importing Users, page 8-71.


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.................................................................................. Break-in

An authorized Aeonix user can enter an established call in order to establish communication with the conversing parties, effectively creating an ad-hoc conference call. If the target user is already in a conference, the authorized Aeonix user that breaks in will join the already existing conference. A break-in message is indicated on the phone displays, and a break-in tone is heard by all parties to warn them of the break-in when the break-in occurs, and every 30 seconds thereafter.

.................................................................................. Call Details Records (CDR)

The system supports on demand and online CDR applications that provide information on each call in Aeonix.

.................................................................................. Call Groups

A call group includes several users and/or user groups under a dedicated alias number. When this number is called, the phones of all members belonging to the call group ring until one of them answers the call.

.................................................................................. Call Log

This feature allows users to view and redial their most recent outgoing and incoming calls to their telephone, including unanswered incoming calls. The call display includes the caller number and the name associated with that number, as available.

Feature Configuration Assign users that are authorized to perform Break-in (Defining Call Intrusion Settings,

page 8-69) Programmed phone button (Programmable Button Dial Functions, page 7-56) or Break-in code (Table 6-9, Feature Codes for Dial Plans)

Feature Configuration CDR service (Configuring Call Detail Records (CDR), page 14-75)

Feature Configuration See Defining Call Groups, page 14-47.


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.................................................................................. Call Pickup

A ringing phone can be picked up from any phone within your system or from a pre-programmed Pickup Group, as follows:

Directed Call PickupA user can pick up any ringing phone in the system by dialing the direct alerting call pickup number followed by the alias of the ringing phone.

Group Call PickupA call to a member of a pickup group (see Associating Users with Groups, page 8-81) can be picked up by any member dialing the group call pickup code.

.................................................................................. Call Preemption

Call Preemption can be defined for user, conference call, and zone page aliases. It ranks the priority of calls (medium, high, or urgent). When dialing a lower ranked alias that is currently making a call or being called, Call Preemption causes the call attempt to be dropped in favor of the higher priority incoming call.

Similarly, Call Preemption determines the action to be taken when the destination is currently busy with a lower ranked call:

Call Waiting – the called user is notified by a special call waiting indication tone that there is an incoming call of higher priority (even though the called user’s call waiting feature is not activated). This is the default action.

Break In – the called user is notified by a special break-in indication tone and the call turns into a three-way conference call between the existing parties and the incoming call of higher priority. In the event a conference call cannot be established, the original call is dropped and the incoming call of higher priority begins a private call with the called user.

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