CONFIDENTIAL
Notices
Copyright 2010 Metaswitch Networks. All rights reserved. This document contains Metaswitch Confidential Information and is provided to the recipient under the terms of the Non-Disclosure Agreement currently in force. This manual is issued on a controlled basis to a specific person on the understanding that no part of the Metaswitch Networks product code or documentation (including this manual) will be copied or distributed without prior agreement in writing from Metaswitch Networks. Metaswitch Networks reserves the right to, without notice, modify or revise all or part of this document and/or change product features or specifications and shall not be responsible for any loss, cost, or damage, including consequential damage, caused by reliance on these materials. Metaswitch and the Metaswitch logo are trademarks of Metaswitch Networks. Other brands and products referenced herein are the trademarks or registered trademarks of their respective holders.
Metaswitch Networks 1001 Marina Village Parkway Suite 100 Alameda, CA 94501 http://www.metaswitch.com
Notices
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Table of contents
Contents
Notices Table of contents 1 Introduction
1.1 1.2 1.3 1.4 1.5 Overview Feature Availability Audience Document Structure Related Documentation
2 3 2
2 2 2 3 3
4
4 5 6
6 6
2.4 2.5
Cisco Polycom
8 9
CommPortal Features
3.1 3.2 3.3 3.4
3.4.1
10
10 11 12 13
13
CommPortal Web CommPortal Business Group Administration Interface CommPortal Phone Configurator Phone Support
Notes
Basic Features
4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 Star Codes Last Number Redial Automatic Recall Last Caller ID Erasure Automatic Callback Customer Originated Trace Line Identification Authentication
14
14 14 14 15 15 16 16 16
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4.9
4.9.1
Phone Support
Notes
17
17
5 6
18 21
21 21 22 22 23
24
24 25 25
25
26
26 26 27 27 28 29 29
30
30 30 31 32 32 33
33
Attended Call Transfer Unattended Call Transfer Three Way Consultative Call Transfer Call Transfer Directly to Voicemail One Touch Call Transfer Phone Support
Notes
10
10.1 10.2 10.3
Conferencing Features
Three Way Calling Meet-me Conferencing Phone Support
Notes
34
34 34 35
35
10.3.1
11
36
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36 36 36
36
11.3.1
12
12.1 12.2 12.3 12.4 12.5 12.6 12.7 12.8 12.9
37
37 38 39 39 40 40 41 41 42
13
13.1 13.2 13.3 13.4 13.5 13.6 13.7 13.8
43
43 44 44 45 45 45 45 46
46
13.8.1
14
14.1 14.2 14.3 14.4 14.5 14.6
47
47 48 48 49 49 50
15
15.1 15.2 15.3 15.4
51
51 52 52 53
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Individual Incoming Call Rejection Individual Incoming Call Forwarding Selective Call Rejection Phone Support
Notes
53 54 54 55
55
15.8.1
16
16.1 16.2 16.3
56
56 56 57
17
17.1 17.2 17.3 17.4
Ringtone Features
Priority Call Group Priority Call Outgoing Priority Call Phone Support
Notes
58
58 58 59 59
59
17.4.1
18
18.1 18.2 18.3 18.4 18.5 18.6 18.7 18.8 18.9
Dialing Features
Direct Inward Dialing Configurable Dial-Plans Assume 9 Dialing Intercom Codes Short Codes Speed Dials Speed Dials with Call Transfer Hotline Warmline Phone Support
Notes
60
60 60 61 61 61 62 62 63 63 64
64
18.10
18.10.1
19
19.1 19.2 19.3 19.4 19.5 19.6
65
66 66 67 67 67 68
68
19.6.1
20
69
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69 69 69
21
21.1 21.2 21.3
Paging Features
Intercom Push To Talk Phone Support
Notes
70
70 70 70
70
21.3.1
22
22.1 22.2 22.3 22.4 22.5
71
71 72 73 73 74
23
23.1 23.2 23.3 23.4
75
75 75 76 76
76
23.4.1
24
24.1 24.2 24.3
77
77 77 78
78
24.3.1
25
25.1 25.2 25.3
79
79 79 80
80
25.3.1
26
26.1 26.2
PBX Integration
Common Dial Plan Phone Support
81
81 81
27
27.1 27.2
Ethernet Features
Power over Ethernet Phone Ethernet Switch
82
82 82
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27.3
Phone Support
Notes
82
82
27.3.1
1
1.1
Introduction
Overview
The Metaswitch Business Services Solution enables Service Providers to offer highfunction, low-cost network-based telephony services to business customers via a combination of Metaswitch platforms, IP infrastructure, and terminal devices. The Solution comprises two main technical applications. A combined voice and data pipe which is capable of supporting legacy TDMtrunking based PBXs and Key Systems, as well as SIP-trunking capable PBXs. This is referred to throughout the rest of this document as the IP Business Trunking Application. Replace an existing Key System or PBX with a hosted service, bundled with a data package. Remote workers using a Bring Your Own Broadband (BYOB) service can augment this application, bringing a common set of features and dialing plan to all lines within the overall business service. This is referred to as the Hosted PBX Hosted PBX throughout the rest of this document. This document describes the features that are available to end-users with the Hosted PBX Hosted PBX application. The Metaswitch IP Business Trunking Feature Guide VPM-405 describes the features available with the IP Business Trunking application.
1.2
Feature Availability
This document describes those features that are available with the V7.1.01 release of the Metaswitch Network Element, the V7.2 release of the MetaView network management platform and the MetaSphere EAS platform, and the V3.3 release of the MetaSphere N-Series Applications.
1.3
Audience
The intended audience of this document is Service Providers wishing to deploy the Metaswitch Business Services Solution Hosted PBX Hosted PBX application.
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As it provides an overview of all of the features which can be offered, it is suitable for review by Service Provider marketing personnel. Additionally, it is a good introduction to features for Service Provider technical staff who will need to plan and execute the deployment.
This document may also be provided to prospective Metaswitch customers as a guide to those features which are supported by the Metaswitch Business Services Solution. This document assumes that the reader has read the Metaswitch Business Services Solution Description document. This is available on the Metaswitch Customer Portal.
1.4
Document Structure
Section 2 Phones Supported by this Solution provides a summary of the IP business phones supported by the Hosted PBX application. Sections 3 26 describe the features, with a summary at the end of each section describing which features can be offered with which types of endpoint. These sections also indicate which features are configured on the Metaswitch platform, and which need support and configuration on SIP business phones (if these are used). Appendix A - Feature Support Quick Reference Guide provides a quick reference guide to which features can be offered with which types of endpoint, by pulling together the information from each of the previous sections.
1.5
Related Documentation
The Metaswitch Business Services Solution homepage can be found in the Metaswitch customer portal at: http://support.metaswitch.com/customerportal_kb/scripts/article.aspx?article_id=52910 This contains links to the other Metaswitch Business Services Solution documentation.
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2
2.1
Most of the Hosted PBX Hosted PBX features are available to all of the above types of phone allowing the Service Provider to deploy Hosted services to a great majority of the market. However, some advanced features are only available to SIP business phones, such as Attendant Console functionality. Tables are provided in each section of this document showing which features are supported by which type of line or phone. The SIP business phones supported by the Metaswitch Business Services Solution is described in the following sections. For more information about these phones, or any other Metaswitch partner equipment, see the Metaswitch Customer Portal.
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2.2
Snom
The Snom 3xx series provides the following phones. Snom 300, a single line phone suitable for providing basic functionality. Snom 320, a multi-line phone with two line display suitable for providing basic and advanced business features. This phone supports extension sidecars. Snom 360, a multi-line phone with large display. This phone supports extension sidecars. It is suitable as a phone providing basic and advanced business features and additionally as an attendant console. Snom 370, a version of the 360 phone with a larger display suitable for providing basic and advanced business features, and attendant console functionality as this phone also supports extension sidecars.
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2.3
2.3.1
Aastra
Aastra has two ranges of business phones supported by the Hosted PBX application.
480i Series
Based on Nortel legacy phone hardware, the Aastra 480i series consists of the following phones. Aastra 9112i, a single-line phone with no display suitable for providing basic functionality. Aastra 9133i, a multi-line phone with three line display suitable for providing basic and advanced business features. Aastra 480i, a multi-line phone with large display. This phone can be used to provide basic and advanced business features.
There is no extension sidecar available for this range of phones so they are not suitable for providing attendant console functionality.
2.3.2
5xi Series
The Aastra 5xi series range of hardware from Aastra consists of the following phones. Aastra 53i, a multi-line phone with 3 line display suitable for providing basic and advanced business features.
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Aastra 55i, a multi-line phone with large display suitable for providing basic and advanced business features. This phone also supports up to three extension sidecars and can be used as an attendant console. Aastra 57i, a multi-line phone with a larger display than the 55i, suitable for providing basic and advanced business features. This phone also support up to three extension sidecars and can be used as an attendant console.
Aastra also supply the 51i phone. This is not supported by Metaswitchs Business Services Solution as it does not offer all of the advanced features required in a Hosted PBX deployment.
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2.4
Cisco
Part of the Cisco Small Business Pro Family, the Cisco SPA 500 series phones are specifically designed for the business user and include the following phones. Cisco SPA 504G, a full-featured 4-line business-class IP phone supporting Power over Ethernet (PoE) Cisco SPA 508G, a full-featured 8-line business-class IP phone supporting Power over Ethernet (PoE) Cisco SPA 509G, a full-featured 12-line business-class IP phone supporting Power over Ethernet (PoE) Cisco SPA 525G, a full-featured and stylish 5-line business IP phone with color display supporting up to two SPA500S (32 button) expansion modules Cisco SPA 500s Expansion Module, Easy to install, and designed exclusively for the Cisco SPA 500 Series IP Phones. Provides 32 programmable keys.
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2.5
Polycom
The Polycom SoundPoint range of phones is not currently part of the Business Services Solution, due to some advanced business features which are lacking. The features supported by Polycom phones are shown in this document for comparison with the phones which are in the Business Services Solution. The Polycom SoundPoint range of phones consists of the following models supported by the Hosted PBX application. SoundPoint IP 301, 320, 330 and 430, two-line phones suitable for providing basic and advanced features. SoundPoint IP 501 and 550, a three-line and a four-line phone suitable for providing basic and advanced features. SoundPoint IP 601 and 650, six-line phones suitable of providing basic and advanced features. Up to three extension sidecars can be optionally attached to this phone to provide some attendant console functionality.
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3
3.1
CommPortal Features
CommPortal Web
CommPortal is Metaswitchs communications web portal that enables service providers to deliver a streamlined and dynamic web experience to end-users. It leverages Web 2.0 technology to deliver an intuitive and tightly integrated user interface to the wide range of services described in this document. The full list of features that can be managed by Hosted PBX users using CommPortal is as follows. Calling Number Delivery Calling Name Delivery Calling Number Delivery Blocking Call Forwarding Unconditional Call Forwarding Busy Call Forwarding No Answer Call Forwarding Selective Call Forwarding on Unavailable Voicemail Outgoing Call Blocking Do Not Disturb (Make Set Busy) Selective Call Acceptance Selective Call Rejection Anonymous Call Rejection Reminder Calls Recurring Reminder Calls Priority Call Speed Dials SimRing Find-Me-Follow-Me
The CommPortal subscriber interface seamlessly launches via any standard web browser, from the Service Provider's own web page. This adds a highly interactive functional element to the service provider's offering that encourages subscriber selfservice, personalization and retention. Fully customizable to mirror the look and feel of the Service Provider's own corporate brand, CommPortal also integrates frequently updated embedded materials such as banner ads and promotional offers.
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With CommPortal installed business end users can self-subscribe to various managed services offered by their provider, eliminating the need for time consuming and costly site visits and service calls for new service activation. The following screenshot shows the CommPortal Dashboard providing "at a glance" access to commonly-used features and settings.
3.2
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3.3
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3.4
Phone Support
POTS Y1 Y1 N Basic SIP Y1 Y1 N Snom Y1 Y1 N Aastra Y1 Y1 Y2 Polycom Y1 Y1 Y2 Cisco Y1 Y1 Y2
3.4.1
Notes
1. CommPortal is supported via a web browser on a PC and can be used with all types of phone. Requires Adobe Flash Player to be installed. Support limited to most popular models.
2.
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4
4.1
Basic Features
Star Codes
All standard CLASS services are offered as part of this Solution, and these can be invoked using standard North American vertical service codes ("star codes"). In other geographies, these services are invoked using the relevant prefix or access code.
4.2
2.
This feature is provided by the phone so is not provided on the Metaswitch platform. This feature must be supported on the phones used, and configuration may be required.
4.3
Automatic Recall
This feature allows the user to find the number of the last received call, and return a call to that number. It can be used in two ways. 1. A two stage mechanism which, upon dialing an access code or pressing a key, initially reads out the last calling number. Another key press is required to return that call if so required. A one stage mechanism which, upon dialing an access code or pressing a key, immediately returns a call to the last calling number.
2.
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Usually this feature is used by dialing an access code (normally *69). Some phones support a key to be configured to dial this access code automatically upon a single key-press. This feature is configured on a per-line basis on the Metaswitch platform. For one-touch operation, phone support is required and phone configuration may also be required.
4.4
4.5
Automatic Callback
This feature allows the user, after making a call and experiencing a busy signal, to queue a callback request when that line is free. This called number may be on the Metaswitch, or external (off-Metaswitch). In the latter case this feature requires network support. This feature is configured on a per-line basis on the Metaswitch platform. There is typically no phone support or configuration required for this feature.
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4.6
4.7
Line Identification
Line Identification is a feature that is invoked by dialing an access code and announces the full Directory Number of the line back to the caller. This feature is enabled on a per-line basis on the Metaswitch platform. There is no support or configuration required on the phone.
4.8
Authentication
Authentication for SIP phones allows Metaswitch to ensure service is only provided to phones that have the recognized credentials of username and password for a line. The Metaswitch platform will authenticate all lines configured for this feature at the time of registration (when the phones are initially provisioned or booted) and on all subsequent message exchanges. Metaswitch supports the use of the DN as the authentication username, or, for stronger security, an arbitrary username of the Service Providers choosing. This feature is configured on the Metaswitch platform on a per-line basis. Its use is not mandated (so lines can be configured without authentication). However, its use is strongly recommended to prevent theft of service from the Service Provider, and denial of service from the business. This feature must also be supported on the phones used, and the authentication credentials must be configured on these phones.
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4.9
Feature
Phone Support
POTS Y Y1 Y Y Y Y Y N/A Basic SIP Y Y1 Y Y Y Y2 Y Y Snom Y Y Y Y Y Y Y Y Aastra Y Y Y Y Y Y Y Y Polycom Y Y Y Y Y Y Y Y Cisco Y Y Y Y Y Y Y Y
Star Codes Last Number Redial Automatic Recall Last Caller ID Erasure Automatic Callback Customer Originated Trace Line Identification Authentication
4.9.1
Notes
1. Last Number Redial is supported on POTS phones and basic SIP devices using the built-in LNR key on the phone. For this feature to be invoked mid-call the SIP device must support flash hook.
2.
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The Summary tab allows the subscriber to view and configure their call-handling options. For example, a subscriber may wish their phone to ring as normal, or divert all calls directly to voicemail, or apply some of their call handling rules depending on the time of day. If a subscriber has not yet configured any call handling rules, for example when they initially access the Call Manager Summary tab, only the first three radio buttons shown in Error! Reference source not found. are displayed. The subscriber will see an introductory message explaining how Call Manager rules work and prompting them to click on a link that takes them to the Rules tab so that they can configure these.
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Once the subscriber has configured at least one Rule, all five radio buttons will be displayed on the Summary tab. If a subscriber has not yet set up a weekly schedule, they will see a message prompting them to do so by clicking on a link that takes them to the Weekly Schedule tab. The schedule-specific sub-settings shown on Error! Reference source not found. will be hidden unless the Handle the call depending on the day or time radio button is selected. Subscribers can use the Rules tab to configure more advanced Sets of Rules for their incoming calls. For example, a subscriber might want to forward calls from family and friends to a home phone, while forwarding calls from the office directly to voicemail, or to screen calls from a particular number.
If any of the telephone numbers used within ICM change as a result of an Area Code Split procedure, your subscribers will have to update any affected telephone numbers manually. Subscribers can then use the Weekly Schedule tab to specify where they will be at certain times of the day. Using the options on the Summary screen, they can then apply different Sets of Rules at different times of the day or week. Error! Reference source not found. shows the Weekly Schedule covering a subscriber's lunch break.
The Special Days tab allows the subscribers to set dates that are exceptions to their normal weekly schedule, for example vacations or business trips. This screen includes the option to add the public holidays for their region automatically at the click of a button.
.
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6
6.1
Caller ID Features
Calling Number Delivery
Presents the calling party's number to the user via a phone screen prompt. For an external caller, this number will be the full national number that is calling. If the caller is within the same Business Group as the called user and intercom codes are configured, the number shown will be the caller's intercom code. Notes. Some phones will look up received caller ID in the phones directory and, if this number is present, provide the name that is present in the directory on the phones display instead. When this feature is provided in combination with the Calling Name Delivery feature the phone may not display both the calling number and name.
This feature is configured and enabled on an individual line basis on the Metaswitch platform. This feature may also need to be enabled on the phone, and there may be configuration options on the phone for this feature, such as how to format the number whether to lookup in the in-phone directory how to handle both the calling number and name being provided.
6.2
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This feature may also need to be enabled on the phone, and there may be configuration options on the phone for this feature, such as how to handle both the calling number and name being provided.
6.3
2.
Some phones can be configured to support caller ID delivery blocking on the handset, rather than dialing a prefix. This may either be as a permanent setting on the phone, or enabled as a per-call option.
This feature is configured on a per-line basis on the Metaswitch platform. To use the feature as described in option 2, above, configuration options on the phone for this feature will need to be used.
6.4
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A compatible device is required to receive the calling number and name information over IP. Devices supporting this feature can be found in the interop section of the Metaswitch Customer Portal.
6.5
Phone Support
Feature Calling Number Delivery Calling Name Delivery Calling Number Delivery Blocking Calling Number and Name Delivery over IP
POTS Y Y Y Y
Basic SIP Y Y Y Y
Snom Y Y Y Y
Aastra Y Y Y Y
Polycom Y Y Y Y
Cisco Y Y Y Y
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7
7.1
The above Call Hold function has a timed recall feature where if a call is left on hold for longer than a pre-configured time the user that put the call on hold is alerted. There is no configuration of this feature required on the Metaswitch platform any line with more than 1 Call Appearance configured can use Call Hold. Note that the Multiple Call Appearances feature, which is described later, is required for Call Hold. The phone must support the Call Hold function. Typically there is no extra configuration required on the phone to use this feature.
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7.2
Music on Hold
Music on Hold services are provided using the MetaSphere N-Series Music on Hold application server. Music on Hold allows audio chosen by the SMB to be provided to both callers and called parties that are placed on hold by users either using SIP phones or POTS phones. This audio may include informational announcements and/or marketing material as well as music. Music on Hold is also played to parties in calls that have been parked using the Call Park features queues waiting for an answer from a Multiple Appearance Directory Number or Multi Line Hunt Group.
The user can manage the Music on Hold feature using two different mechanisms. 1. A rich web interface allows the user to upload audio files and configure what audio should be played to on-hold parties. You can specify default audio for the Business Group, and/or specific audio for callers to a particular line within the group. A rich Telephone User Interface (TUI) is also available to record and configure audio.
2.
Note that the Call Hold, Call Park, Multiple Appearance Directory Numbers or Multi Line Hunt Group features are required for the Music on Hold feature to operate. This feature is enabled on a per business group basis and is managed by SMB administrators through a web configuration portal.
7.3
Phone Support
POTS Y Y2 Basic SIP Y1 Y2 Snom Y Y Aastra Y Y Polycom Y Y Cisco Y Y
7.3.1
Notes
1. 2. The SIP device must support flash hook. Music on Hold is supported when Call Park is used.
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8
8.1
Each line is configured on the Metaswitch platform. The phone must also be configurable for each line being used.
8.2
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8.3
8.4
Call Forking
Call Forking allows multiple phones to register for the same shared line on the Metaswitch platform. Each phone will ring when calls come in to this line, and any calls made from this line on any of the phones will come from the same shared lines caller ID. This has an advantage over SimRing that there is only one Directory Number shared between every phone using this shared line. This feature is configured on a per-line basis on the Metaswitch platform. There is no special support required by phones to use this feature any SIP ATA, SIP IAD, SIP phone or SIP business phone can be configured to register for a call forking line.
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8.5
This feature is configured on a per-line basis on the Metaswitch. Phones using shared line appearance require support and configuration for this feature. However, this line can also be shared by lines using the call forking feature there is no requirement that all endpoints for a shared line support shared line appearance. Any phones that do not support full shared line appearance will exhibit call forking behavior.
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8.6
This feature is configured on a per business group basis on the Metaswitch platform. There is no phone configuration or support required.
8.7
Phone Support
POTS N N Y N N Y Basic SIP N N Y Y N Y Snom Y Y Y Y Y Y Aastra Y Y Y Y Y Y Polycom Y Y Y Y Y Y Cisco Y Y Y Y Y Y
Feature Multiple Lines Multiple Call Appearances Simultaneous Ring (SimRing) Call Forking Shared Line Appearance Simulated Facility Groups
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9
9.1
2. 3. 4.
The exact user experience for this feature does differ from phone to phone. Using some phones, step 1 is done by hitting a call hold key. Using other phones, the call transfer option is selected. Note that the Multiple Call Appearances and Call Hold features are required for this feature on SIP phones. This feature is configured on a per-line basis on the Metaswitch platform. Metaswitch does not differentiate between Attended Call Transfer and Unattended Call Transfer in its configuration, so enabling one of these will enable the other. Phones require support for this feature and may require some configuration for this feature to work and to customize the behavior.
9.2
2. 3.
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The exact user experience for this feature does differ from phone to phone. Using some phones step 2 is to select the option Blind Transfer and as soon as the new party is dialed the transfer is completed. As soon as the transfer is completed, the on hold party will hear ringback indicating the new party is being alerted. It is possible that the transferred party will receive a busy signal or have their call forwarded on, as, unlike with the Attended Call Transfer feature the transferring party has not checked the availability of the new party. Note that the Multiple Call Appearances and Call Hold features are required for this feature. This feature is configured on a per-line basis on the Metaswitch platform. Metaswitch does not differentiate between Attended Call Transfer and Unattended Call Transfer in its configuration, so enabling one of these will enable the other. Phones require support for this feature and may require some configuration for this feature to work and to customize the behavior.
9.3
2. 3. 4.
Note that the Multiple Call Appearances and Call Hold features are required for this feature. This feature is enabled on a per-line basis on the Metaswitch. This feature requires support from phones.
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9.4
9.5
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9.6
Phone Support
POTS Y Y Y Y N Basic SIP Y1 Y1 Y1 Y1 N Snom Y Y Y Y N Aastra Y Y Y Y Y Polycom Y Y Y Y N Cisco Y Y Y Y N
Feature Attended Call Transfer Unattended Call Transfer Three Way Consultative Call Transfer Call Transfer Directly to Voicemail One Touch Call Transfer
9.6.1
Notes
1. The SIP Device must support flash hook.
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10
Conferencing Features
Depending on the phone it may be possible to conference the parties together before the new party has answered. In this case the ringback will be conferenced with the talking parties. Note that the Multiple Call Appearances and Call Hold features are required for this feature for SIP phones. This feature requires configuration on the Metaswitch platform for POTS and Basic SIP lines. Phones require support for this feature and may require some configuration for this feature to work.
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Visible indication of current speaker and audio levels Ability to mute, gain control and disconnect any participants Outdial to invite additional participants into the conference Call recording On-hold music played to conference participants who join a conference before it has started (this may be a resource that is also used with the Music On Hold feature, or one provided specifically for Conferencing).
This feature allows business group users to have access to a meet-me conferencing system. Each user is provided a conference bridge number, moderator code and a participant code.
10.3.1 Notes
1. The SIP Device must support flash hook.
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11
11.3.1 Notes
1. The SIP Device must support flash hook.
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12
2. 2.
Phone-side. In this case the call forwarding configuration and logic is provided by the SIP phone. This means that the configuration is done via the phone screen and keys. It also means that if the phone is rebooted or uncontactable for any reason call forwarding will not take place.
Metaswitch recommends that switch-side call forwarding is used where possible because it will always operate, even when the phone is not available. Switch-side call forwarding can also be operated using Call Forwarding Remote Access, whereas phone-side cannot. Switch-side call forwarding is enabled and configured on a per-line basis on the Metaswitch platform. For phone-side call forwarding, phones require support for this feature and will require some configuration to work.
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2. 2.
Phone-side. In this case the call forwarding configuration and logic is provided by the SIP phone. This means that the configuration is done via the phone screen and keys. It also means that if the phone is rebooted or uncontactable for any reason, call forwarding will not take place.
Metaswitch recommends that switch-side call forwarding is used where possible because it will always take place, even when the phone is not available. Switch-side call forwarding can also be operated using Call Forwarding Remote Access, whereas phone-side cannot. Switch-side call forwarding is enabled and configured on a per-line basis on the Metaswitch platform. For phone-side call forwarding, phones require support for this feature and will require some configuration for this feature to work.
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2.
2.
Phone-side. In this case the call forwarding configuration and logic is provided by the SIP phone. This means that the configuration is done via the phone screen and keys. It also means that if the phone is rebooted or uncontactable for any reason call forwarding will not take place.
Metaswitch recommends that switch-side call forwarding is used where possible because it will always take place, even when the phone is not available. Switch-side call forwarding can also be operated using Call Forwarding Remote Access, whereas phone-side cannot. Switch-side call forwarding is enabled and configured on a per-line basis on the Metaswitch platform. For phone-side call forwarding, phones require support for this feature and will require some configuration for this feature to work.
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1.
To configure selective call forwarding an access code is dialed. An IVR system then guides the user through configuring the system or turning this variation of call forwarding off. CommPortal if it is provided.
2.
The maximum number of unique calling numbers which can be handled by Call Forwarding Selective is configured on a per-switch basis. The default is 10. 2. Phone-side. In this case the call forwarding configuration and logic is provided by the SIP phone. This means that the configuration is done via the phone screen and keys. It also means that if the phone is rebooted or uncontactable for any reason call forwarding will not take place.
Metaswitch recommends that switch-side call forwarding is used where possible because it will always take place, even when the phone is not available. Switch-side call forwarding can also be operated using Call Forwarding Remote Access, whereas phone-side cannot. Switch-side call forwarding is enabled and configured on a per-line basis on the Metaswitch platform. This will take precedence over Unconditional Call Forwarding if that is also configured. For phone-side call forwarding, phones require support for this feature and will require some configuration for this feature to work.
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If none of the calls is answered then the lines usual behavior for a call not being answered will be applied such as sending to voicemail. This feature is enabled and configured on a per-line basis on the Metaswitch platform and the user configures it using CommPortal. Support is not required from the users phone.
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13
13.1 Voicemail
Voice mailboxes can be applied to both individual business group lines, and other, special, lines, such as Multiple Appearance Directory Numbers and Multi-Line Hunt Groups. Control of forwarding to voicemail is available in the following different variations. 1. In the first option voicemail replaces Call Forwarding Busy and No Answer, and, when any of these treatments is to be received, the incoming call is diverted to the voice mailbox of the line being rung. In the second option, the user can, using the standard Call Forwarding Unconditional, Busy, No Answer and Selective access codes or CommPortal (if this feature is provided), set up rules for forwarding to voicemail for any combination of the above conditions. This is useful, for example, if the user wants to be able to direct calls to voicemail when unanswered, but forward to a different phone when busy. In the third option, users can set up call forwarding to their voice mailboxes using any Call Forwarding options provided by their phone. This mechanism is typically not recommended as it will not operate when the phone is unavailable.
2.
3.
To provide the second option above, the Call Forwarding features must be configured for the user on the Metaswitch platform in addition to the voicemail feature. A voice mailbox and the voicemail feature is enabled and configured on a per-line basis on the Metaswitch platform for options 1 and 2 above. For option 3, only a voice mailbox must be provisioned on the Metaswitch platform. To support the third option above, support for phone-side Call Forwarding is required by the phone, and configuration will be required on the phone.
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13.2 Faxmail
As a complementary service to Voicemail, the user many also be given the faxmail feature. This provides the user with a second phone number for faxmail, and any faxes are delivered into a single mailbox for both voice and fax. A faxmail must be provisioned and this feature must be enabled on the Metaswitch platform. There is no phone support or configuration required for this feature.
2.
3.
4.
5.
There is no separate explicit configuration for these access features on the Metaswitch platform. For option 3, phone support and phone configuration is required.
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13.8.1 Notes
1. For IP based POTS lines the Device must support these features.
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Note that emergency calls, toll-free calls, and calls to service access codes will never require an account code. This feature can be administered by the business administrator using the CommPortal business group administration interface. This feature must be configured on a per-business group basis on the Metaswitch, and particular lines can have this feature enabled. No support or configuration is required on the phones.
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Note that emergency calls, toll-free calls, and calls to service access codes will never require an account code. This feature can be administered by the business administrator using the CommPortal business group administration interface. This feature must be configured on a per-business group basis on the Metaswitch, and particular lines can have this feature enabled. No support or configuration is required on phones.
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Local Operator Premium Rate Star Codes Star Codes that modify configuration
Note that emergency calls, toll-free calls, and calls to service access codes cannot be barred. This feature is enabled and configured on the Metaswitch platform. There is no phone support or configuration related to this feature.
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This feature is enabled for a specific DID number on the Metaswitch platform.
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This feature is enabled for a specific DID number on the Metaswitch platform.
While DND is enabled all incoming calls to this line/phone will be rejected with the regular busy treatment (such as Call Forwarding Busy, Voicemail, Find Me Follow Me, etc). There will be no indication from the phone that the call has been rejected. For option 1, this feature must be enabled and configured on the phone.
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For option 2, this feature is enabled and configured on the Metaswitch platform. No phone configuration is required.
This feature is enabled on a per-line basis on the Metaswitch platform. There is no support or configuration required on the phone.
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This feature is configured on a per-line basis on the Metaswitch platform. This feature requires no support or configuration on phones. However, some phones may also provide this feature natively.
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15.8.1 Notes
1. DND is supported using both options described above.
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16
2.
This feature is configured on a per-line basis on the Metaswitch. There is no phone support or configuration required for this feature.
2.
This feature is configured on a per-line basis on the Metaswitch. There is no phone support or configuration required for this feature.
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17
Ringtone Features
2.
In option 1 this feature is enabled and configured on the Metaswitch platform. Phone support is required to support the priority call tones for this feature and configuration of the phone may be required. For option 2, this feature must be supported and configured on the phone.
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17.4.1 Notes
1. The ATA, IAD, DLC or BLC providing FXS ports generates the ringtone, so it needs to support distinctive ringing. The actual function supported is phone dependent.
2.
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18
Dialing Features
This feature is provided by the Metaswitch platform. Phones must also support these features.
The dial-plan is built on the Metaswitch platform for the business group, and only numbers meeting this plan will be accepted by the Metaswitch platform. Phones may support their own dial-plans. To use these, the phones must be configured with a suitable dial-plan to match the Metaswitch dial-plan. This allows the phone to dial the number as soon as the user has finished dialing, rather than require the user to hit a "Dial" or "OK" key once the number has been entered.
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2.
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18.8 Hotline
The hotline feature causes the line to call a pre-configured number automatically when the phone goes off-hook. This is typically used to implement courtesy and lobby phones. For POTS phones this feature is enabled and configured on a per-line basis on the Metaswitch platform. SIP phones require explicit support for, and configuration of, this feature. There is no configuration on the Metaswitch for this feature with SIP phones.
18.9 Warmline
The warmline feature causes the line to call a pre-configured number if the phone goes off-hook and no digits are dialed in a pre-configured time. An example usage of this feature is for providing the means for elderly subscribers to alert a relative if they can take the phone off-hook, but are unable to dial a number. For POTS phones this feature is enabled and configured on a per-line basis on the Metaswitch platform. No SIP phones currently support this feature.
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18.10.1Notes
1. The ATA, IAD, DLC or BLC providing FXS ports polices the digit map, so it needs to have configurable dial-plans.
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This feature is enabled and configured on the Metaswitch. SIP phones may need to be configured to allow the transferring of calls. It may also be desirable to configure the access code used to invoke call park on a softkey on the phone.
This feature is enabled and configured on the Metaswitch. For SIP phones it may be desirable to configure the access code and park orbit code used to invoke call park retrieve for each orbit on softkeys on the phone. This feature then becomes very similar to Enhanced Park Orbit Retrieval.
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19.6.1 Notes
1. The SIP Device must support flash hook.
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21
Paging Features
21.1 Intercom
The intercom feature enables a user to make a call to another line within the business group so that the other line auto-answers to that users speakerphone. It is often used in executive/assistant arrangements. To set up the call, users press a key on the phone which is configured to make an Intercom call to the other party. The calls are then launched an auto-answered by the remote phone to speakerphone. To hang-up the call the user that originated the call presses the intercom key again. This feature is enabled and configured on the Metaswitch. It must also be configured on both the originating and terminating phone.
21.3.1 Notes
1. 2. Supports receiving Intercom calls only, not originating. Supports receiving Push To Talk calls only, not originating.
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There are various distribution algorithms available: Linear hunting starts at the first configured line and goes sequentially through the members in the list in the order they were configured. Circular hunting starts at the line which has been called, and then goes through as in the linear case. Uniform hunting starts at the first line after the line which was called the last time this MLHG was called. Most idle hunting starts at the line which has been idle for the longest period of time. After this it tries the line which has been idle the next longest period, etc.
MLHGs can also be configured to enable queuing. If configured, calls which come in to an MLHG whose members are all busy will be queued. These queued calls will receive Music on Hold if this feature is configured. This feature is enabled and configured on the business group on the Metaswitch platform. There is no support required from the users phone.
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This feature is enabled and configured on a per-line basis on the Metaswitch platform. There is no support required from the users phone.
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Any phone which supports BLF can monitor the state of any line within the business group, even those provided via POTS. Note that not all phones support displaying all of the above call states. This feature is enabled and configured on a per-line basis on the Metaswitch platform. Support and configuration is required on the phone for this feature.
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23.4.1 Notes
1. Busy Lamp Field function is limited to specific phone models.
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24.3.1 Notes
1. Busy Lamp Field support only. No call pickup.
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25.2 Cordless
Cordless phones enable the business customer's employees to be mobile within the office, using their regular number for incoming and outgoing calls.
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25.3.1 Notes
1. 2. Provided using regular cordless or DECT phone. Provided using regular cordless or DECT phone. Supported by SIP ATAs, IADs and BLCs only, not basic SIP phones. Cordless function provided using DECT handsets provided with certain models.
3.
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PBX Integration
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27
Ethernet Features
27.3.1 Notes
1. Support limited to certain models.
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Feature Assume 9 Dialing Attended Call Transfer Audible Message Waiting Indicator Authentication Automatic Callback Automatic Recall Basic Call Park Basic Parked Call Retrieve Busy Lamp Field Busy Lamp Field for Attendant Console Busy Lamp Field with Call Transfer Busy Lamp Field with Directed Call Pickup for Attendant Console Busy Lamp Field with Pickup Call Forking Call Forwarding Busy Call Forwarding No Answer Call Forwarding on Unavailable
POTS Y Y Y N/A Y Y Y Y N N N N
Snom Y Y Y Y Y Y Y Y Y* Y N Y
Aastra Y Y Y Y Y Y Y Y Y* Y Y* Y
Polycom Y Y Y Y Y Y Y Y Y* Y N N
Cisco Y Y Y Y Y Y Y Y Y* Y Y Y
N N Y Y Y
N Y Y Y Y
Y* Y Y Y Y
Y* Y Y Y Y
N Y Y Y Y
Y* Y Y Y Y
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Feature Call Forwarding Remote Access Call Forwarding Ringsplash Call Forwarding Selective Call Forwarding Unconditional Call Hold Call Park and Retrieve for Attendant Console Call Transfer Directly to Voicemail Call Waiting Calling Card Calling Name Delivery Calling Number and Name Delivery over IP Calling Number Delivery Calling Number Delivery Blocking Cancel Call Waiting Common Dial Plan CommPortal Administration Interface CommPortal Phone Configurator Configurable Dial-Plans Cordless Customer Originated Trace Direct Inward Dialing Directed Call Pickup Do Not Disturb (Make Set Busy) Easy Attendant Enhanced Call Park
Snom Y N Y Y Y Y Y Y Y Y Y Y Y Y Y Y* N Y N Y Y Y Y* N/A Y
Aastra Y N Y Y Y Y Y Y Y Y Y Y Y Y Y Y* Y* Y Y* Y Y Y Y* N/A Y
Polycom Y N Y Y Y N Y Y Y Y Y Y Y N Y Y* Y* Y N Y Y Y Y* N/A N
Cisco Y N Y Y Y Y Y Y Y Y Y Y Y Y Y Y* Y* Y N Y Y Y Y* n/a Y
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Feature Enhanced Park Orbit Monitoring Enhanced Parked Call Retrieve Faxmail Find-Me-Follow-Me Group Call Pickup Group Priority Call Hard Attendant Console Hotline Individual Incoming Call Forwarding Individual Incoming Call Rejection Intercom Intercom Codes Last Caller ID Erasure Last Number Redial Line Identification Meet-me Conferencing Multi Line Hunt Group Login/Logout Multi Line Hunt Group Statistics Multi Line Hunt Groups Multiple Appearance Directory Numbers Multiple Call Appearances Multiple Lines Music on Hold One Touch Call Transfer Outgoing Call Blocking Outgoing Priority Call Phone Ethernet Switch
POTS N N Y Y Y Y* N Y* N N N Y Y Y* Y Y Y Y Y Y N N Y* N Y N N/A
Snom Y Y Y Y Y Y Y Y* Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y N Y Y* Y*
Aastra Y Y Y Y Y Y Y Y* N Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y* Y*
Polycom Y N Y Y Y Y Y* Y Y Y Y* Y Y Y Y Y Y Y Y Y Y Y Y N Y N Y*
Cisco Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y N Y N Y*
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Power over Ethernet Premium Attendant Priority Call Push To Talk Recurring Reminder Calls Reminder Calls Remote Workers Selective Call Acceptance Selective Call Rejection Service Suspension Shared Line Appearance Shared Line Appearance for Attendant Console Short Codes Simulated Facility Groups Simultaneous Ring (SimRing) Soft Attendant Console Speed Dials Speed Dials with Call Transfer Star Codes Three Way Calling Three Way Consultative Call Transfer Unattended Call Transfer Non-validated Account Codes Validated Account Codes Visual Message Waiting Indicator Voice and Fax Messages to Email Voicemail Voicemail Personal Greetings and Name Recording
Y* N/A Y Y Y Y Y Y Y Y Y Y Y Y Y N/A Y N Y Y Y Y Y Y Y Y Y Y
Y* N/A Y Y* Y Y Y Y Y Y Y Y Y Y Y N/A Y Y Y Y Y Y Y Y Y Y Y Y
Y* N/A Y Y* Y Y Y Y Y Y Y Y Y Y Y N/A Y N Y Y Y Y Y Y Y Y Y Y
Y N/A Y Y* Y Y Y Y Y Y Y Y Y Y Y N/A Y N Y Y Y Y Y Y Y Y Y Y
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POTS Y Y*
Basic SIP Y N
Snom Y N
Aastra Y N
Polycom Y N
Cisco Y Y
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