Apostila Treinamento Elastix-0812

Treinamento Elastix
Sumrio
1. Conceitos de VoIP e Asterisk ..............................................................................................
Histria do VoIP.................................................................................................................
Marco na histria das Telecomunicaes ..........................................................................
O que VoIP? ....................................................................................................................
O que Telefonia IP? ........................................................................................................
Digitalizao de sinais de voz ...........................................................................................
Requisitos para Telefonia IP .............................................................................................
Asterisk Caractersticas ..................................................................................................
Asterisk Referncias na Internet .....................................................................................
Asterisk Funcionalidades ...............................................................................................
Instalao padro ...............................................................................................................
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2. Viso geral do Elastix ...........................................................................................................

O que o Elastix? ..............................................................................................................
A Comunidade ...................................................................................................................
Documentao ...................................................................................................................
Usurios do Elastix no Brasil ............................................................................................
O que o FreePBX? ..........................................................................................................
Principais arquivos do Asterisk .........................................................................................
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3. Instalao e configurao bsica .........................................................................................

Elastix Instalao ............................................................................................................
Elastix 2.x caractersticas ...............................................................................................
Elastix 1.x Senhas padres .............................................................................................
Elastix 2.x configurando um ramal ................................................................................
Elastix 2.x alguns servios .............................................................................................
Codecs (codificadores-decodificadores) ...........................................................................
Principais codecs ...............................................................................................................
Influncia do codec na qualidade da voz ..........................................................................
Protocolos de sinalizao VoIP .........................................................................................
SIP (Session Initiation Protocol) .......................................................................................
SIP funcionamento .........................................................................................................
SIP cdigo de resposta ...................................................................................................
IAX (Inter-Asterisk Exchange ..........................................................................................
Funcionamento de uma ligao VoIP ...............................................................................
Fatores que influenciam a qualidade .................................................................................
Configurao Grandstream ............................................................................................
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4. Funcionalidades bsicas de um PABX ...............................................................................

Extensions.conf Comando Dial ......................................................................................
Transferncia de ligao ....................................................................................................
Grupos e captura de ligaes .............................................................................................
Ring Group .........................................................................................................................
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i
Treinando profissionais com conhecimento Elastix

Copyright da Innovus Sistemas Eletrnicos Ltda. -
2012 -
Todos os direitos reservados Verso 0812
Treinamento Elastix
Estacionamento de chamadas ............................................................................................
Siga-me ..............................................................................................................................
Gravao de ligaes .........................................................................................................
Voicemail ..........................................................................................................................
Msica de espera ...............................................................................................................
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5. Interligao do Elastix .........................................................................................................

Definio de portas ............................................................................................................
DTMF (Dual Tone Multiple Frequency) ..........................................................................
Produtos Digium ...............................................................................................................
Passos para detector e configurar o hardware ...................................................................
Configurao manual ........................................................................................................
Configurao da porta FXS (ramal) ..................................................................................
Regras de discagem do Asterisk ........................................................................................
Regras de discagem do FreePBX ......................................................................................
Configurao da porta FXO (tronco) ................................................................................
Rota de sada pela porta FXO (tronco) ..............................................................................
Rota de entrada pela porta FXO (tronco) ..........................................................................
Rota de entrada genrica (default) ....................................................................................
ITSP Definio ...............................................................................................................
ITSP Tipos de tarifao ..................................................................................................
Interligao com Provedores VoIP ...................................................................................
Interligao com Provedores VoIP Tronco ....................................................................
Interligao com Provedores VoIP Sada .......................................................................
Rotas em funo de Data / Hora ........................................................................................
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6. Gerenciamento e manuteno do Elastix ...........................................................................

Iniciando o Asterisk ..........................................................................................................
CLI Command Line Interface ........................................................................................
FOP Flash Operator Panel ..............................................................................................
freePBX .............................................................................................................................
Relatrios de ligaes CDR ...........................................................................................
Backup do Elastix ..............................................................................................................
Restore do Elastix ..............................................................................................................
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7. Outras funcionalidades do Elastix ......................................................................................

DISA (Direct Inward System Access) ..............................................................................
Callback .............................................................................................................................
Salas de Conferncia .........................................................................................................
Salas de Conferncia permanente .....................................................................................
Salas de Conferncia temporria Elastix ........................................................................
Gerenciamento de filas - Queue ........................................................................................
URA Exemplo de configurao .....................................................................................
URA (Unidade de Resposta Audvel) ...............................................................................
URA (Unidade de Resposta Audvel) Submenu ............................................................
Outros recursos do Elastix .................................................................................................
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ii

2012 -
Treinamento Elastix
Treinamento de Elastix
Alberto Mitsuo Sato
amsato@innovus.com.br
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Pgina 1

2012 -
Treinamento Elastix
Apresentao
Quem voc?
Onde voc trabalha?
Qual a sua principal funo?
Qual o seu conhecimento de VoIP / Asterisk / Elastix?
Qual a sua experincia em VoIP / Asterisk / Elastix?
Qual a sua expectativa deste treinamento?
Agenda
1. Conceitos de VoIP e Asterisk

2. Viso geral do Elastix
3. Instalao e configurao bsica
4. Funcionalidades bsicas de um PABX
5. Interligao do Elastix
6. Gerenciamento e manuteno do Elastix
7. Outras funcionalidades do Elastix
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Pgina 2

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Treinamento Elastix
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Agenda


Histria do VoIP?
1995 Israel Vocaltec Inc
lana software que converte voz em dados
utilizou PC 486 / 33 MHz
1997 Jeff Pulver cria a feira/congresso VON
1998 desenvolvimento de Gateways
permitiu conexo de PC para telefones
2000 Mark Spencer cria o Asterisk PBX IP Linux
2003 Jan Friis e Niklas Zenntrom cria o Skype
2006 Liberou relatrios para o Asterisk (Elastix)
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Treinamento Elastix

Marco na histria das Telecomunicaes
VoIP representa a mais significativa
mudana de paradigma em toda a histria
das telecomunicaes modernas desde a
inveno do telefone
Michael Powell, chairman da FCC

O que VoIP?
a transmisso da voz em tempo real

utilizando uma rede de dados.
Digitalizao da voz
Compactao (codec)
Transmisso em tempo real
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Pgina 4

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Treinamento Elastix

O que Telefonia IP?
Fornecimento de servios de telefonia utilizando a rede IP
DAC - Distribuio Automtica de Chamadas
Correio de Voz
IVR Interactive Voice Response
Integrao com banco de dados, Web
Rota de menor custo
Fila de espera, etc

Digitalizao de sinais de voz
Sistema tradicional
Ocupa banda de 64 kbps
No h compartilhamento de canais
Sistema VoIP
Utiliza compactao
Ocupa 32 Kbps (G729)
Compartilhamento de canais
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Treinamento Elastix

Requisitos para Telefonia IP
Transmisso da voz em tempo real
Atrasos menores do que 300ms
Protocolo de sinalizao (SIP, H323, IAX)
Conectividade com STFC e Mvel
Qualidade de servio - QoS
Plano de numerao ENUM
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Treinamento Elastix
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Asterisk - Funcionalidades
Servio de Telefonia
Correio de voz
Auto-atendimento
Unidade de Resposta Audvel (URA)
Conferncia de udio
Enfileiramento de chamadas
Registro detalhado das ligaes
Ramal local e remoto (atravs da Internet)
Integrao de padres
Interoperabilidade com diferentes padres de VoIP
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Treinamento Elastix

De uma chamada
Identificao e bloqueio de chamadas
Estacionamento de chamadas
Redirecionamento automtico da ligao
Transferncia e captura da ligao
Msica em espera e na transferncia (mp3)
No perturbe
Monitoramento e gravao de chamadas

Escalabilidade
Permite a integrao entre cidades distintas
Utiliza as conexes padres de banda larga
Permite um plano unificado na empresa
Interoperabilidade e Tecnologia
Compatvel com SIP, H.323, IAX, MGCP e SCCP
Codec: G.729, G.723.1, G.711, GSM, iLBC, Speex, etc.
Conectividade com a rede telefnica (STFC) e PABX
Protocolos para linhas E1/T1 (R2 e PRI)
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Pgina 8

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Treinamento Elastix

Atua como um Cliente (SIP / IAX / H.323)
Atua como um Servidor (SIP / IAX / H.323)
Atua como um Gateway (SIP, IAX, MGCP, H.323, STFC)

Instalao padro
Instalao bsica:
Pacotes bsicos
Zaptel (DAHDI) Verso 1.x.x
Libpri Verso 1.x.x
Asterisk Verso 1.x.x
Pacotes adicionais
Addons Verso 1.x.x
Sounds Verso 1.x.x
# cd ../libpri
# make; make install
# cd zaptel
# cd ../asterisk
Instalao opcional:
# make samples
# cd ../asterisk-addons
# cd ../asterisk-sounds
# make install
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Pgina 9

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Treinamento Elastix
Agenda

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Pgina 10

2012 -
Treinamento Elastix

O que o Elastix?
Servidor de Email
(Postfix)
Servidor de Fax
(Hylafax)
Email
Fax
Voz sobre IP
(Asterisk)
Asterisk
Video
Voz
Video Conferncia
(Asterisk)
Mensagem Unificada
IM
Mensagem Instantnea
(Openfire)
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O que o Elastix?
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Treinamento Elastix
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Documentao
Wiki mantido pela comunidade
Elastix Without Tears

- Escrito por Bem Sharif
Comunicaciones Unificadas con Elastix Vol 1 & 2

- Escrito por Edgar Landivar
Mais de 100 posts dirios
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Pgina 12

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Treinamento Elastix
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Usurios do Elastix no Brasil
www.elastixbr asil.com.br

O que o FreePBX?
Software de configurao do Asterisk
Integrado na distribuio Elastix
Gera todas as configuraes do Asterisk
Guarda as configuraes em MySQL
Converte a base de dados em arquivos de configurao do

Asterisk
www.freepbx.org
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Treinamento Elastix

Principais arquivos do Asterisk
extensions.conf
extensions_additional.conf
extensions_custom.conf
(freePBX)
(customizaes)
sip.conf
sip_additional.conf (freePBX)
sip_custom.conf (customizaes)
sip_nat.conf
voicemail.conf
vm_general.inc (freePBX)
vm_email.inc (freePBX)

Principais arquivos do Asterisk
iax.conf
rtp.conf
manager.conf
queues.conf
chan_dahdi.conf
agents.conf
dahdi-channels.conf
enum.conf
meetme.conf
indications.conf
musiconhold.conf
modules.conf
features.conf
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Agenda

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Treinamento Elastix

Elastix - instalao
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Elastix 1.x Senhas padres
Sistema
Login
Senha
Elastix
admin
palosanto
freePBX
admin
admin
FOP
admin
eLaStIx.2oo7
A2Billing
admin
mypassword
MySQL
mysql p
eLaStIx.2oo7
SugarCRM
admin
password
vTiger
admin
admin
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codecs (codificador-decodificador)
Converte o sinal analgico da voz para sinal digital
DSP (Digital Signal Processor)
Todo equipamento VoIP tem DSP
Para softfone o codec realizado pela CPU
Algumas tcnicas de compresso exigem maior

processamento (iLBC)
Muita compresso causa perda na qualidade de voz
Codec negociado no incio da ligao

Principais codecs
Codec
Padro Descrio
bit rate
(kb/s)
amostra
(kHz)
G.711
ITU-T
Pulse code modulation (PCM)
64
G.723.1
ITU-T
Possui 2 taxas de transmisso
5,6/6,4
G.728
ITU-T
Pouco utilizado
16
Banda
(Kpbs)
Observao
Conhecido como ulaw/alaw, mu-law
87,2
(USA, Japo) e a-law (Europa)
Utilizado por alguns ITSPs, consome
pouca banda mas a qualidade no
20,8/21,9 muito boa
31,5
G.729
ITU-T
necessrio pagar os direitos
31,2
GSM
ETSI
Utilizado na telefonia celular
13
30,3
iLBC
IETF
Internet Low Bitrate Codec
13,3
27,7
Speex
N/A
Baseado no CELP
2,15-44,2 8/16/32
Baixo delay
Baixo delay (15ms), utilizado pela
maioria dos ITSPs, boa qualidade
Possui boa qualidade mas a maioria
dos equipamentos no possui este
codec
Bom para link com perdas, boa
qualidade, exige maior
processamento (Skype)
Open-source, utiliza taxas de
transmisso varivel
7,4+
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Influncia do codec na qualidade da voz

Protocolos de sinalizao VoIP
H323 (ITU-T)
SIP Session Initiation Protocol (IETF)
IAX Inter-Asterisk Exchange (Digium)
MGCP Meia Gateway Control Protocol (TAC)
SCCP (Cisco Skinny)
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SIP (Session Initiation Protocol)
Proposto pelo IETF (2001)
Chamadas telefnicas, videoconferncias e multimdia
Estrutura semelhante ao HTTP
Baseado na troca de mensagens ASCII
Utiliza 3 portas (5060 sinalizao + 2 portas - voz)
Menos complexo para funcionar com NAT / Firewall
Preocupao com flexibilidade e integrao com Web
Terminais definidos por URLs: SIP:<nome>@<destino>

Ex.: amsato@netpbx.com.br

SIP funcionamento
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SIP cdigo de resposta
1xx: Provisional
100 - Trying
180 - Ringing
181 - Call Is Being Forwarded
182 - Queued
183 - Session Progress
2xx: Success
200 - OK
202 - accepted: Used for referrals
3xx: Redirection
300 - Multiple Choices
301 - Moved Permanently
302 - Moved Temporarily
305 - Use Proxy
380 - Alternative Service
4xx: Client Error

400 Bad Request
401 Unauthorized: Used only by registrars
403 Forbidden
404 Not Found: User not found
407 Proxy Authentication Required
408 Request Timeout
480 Temporarily Unavailable
486 Busy Here
487 Request Terminated
5xx: Server Error
502 Bad Gateway
503 Service Unavailable
504 Server Time-out
6xx: Global Failure
600 Busy Everywhere
606 Not Acceptable

IAX (Inter-Asterisk Exchange)
protocolo proprietrio Asterisk
utiliza 1 porta apenas (4569)
simples para funcionar com NAT / Firewall
no padro de mercado
maioria dos equipamentos no tem suporte
utilizado na interconexo de Asterisk (PABX IP)
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Pgina 23

2012 -
Treinamento Elastix

Funcionamento de uma ligao VoIP
Ocorre atravs de 2 processos simultneos:
Sinalizao e controle de chamadas (SIP/H323/IAX)

Estabelecimento da chamada
Localizao do usurio (IP)
Negociao dos parmetros para a chamada (codec)
Acompanhamento da chamada
Finalizao da chamada
Processamento de voz
Controle do transporte de voz (RTCP)
Transporte de mdia (RTP)

Fatores que influenciam a qualidade
banda disponvel
jitter (variao do atraso)
atraso do pacote (fim-a-fim)
propagao
codificao/decodificao
empacotamento
nos ns da rede (roteadores/switch/hub)
de-jitter buffer
perda de pacotes
imperfeies na transmisso
atraso excessivo
congestionamento
overflow do buffer de-jitter
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Pgina 24

2012 -
Treinamento Elastix

Configurao - Grandstream

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Pgina 25

2012 -
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Agenda


extensions.conf Comando Dial
Dial(type/identifier, timeout, options, URL)
options:
t permite quem recebeu a ligao realizar transferncia
T permite quem originou a ligao realizar transferncia
r gera o tom de ring
C no registra esta ligao no CDR
w permite gravao da ligao pressionando *1
http://www.voip-info.org/wiki/view/Asterisk
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Pgina 27

2012 -
Treinamento Elastix

extensions.conf - dialplan
exten => extension, priority, command(parameters)
exten => 100,1,Dial(SIP/100,20,t)

exten => 100,2,Voicemail(u100)
exten => 100,3,Hangup
exten => 100,102,Voicemail(b100)
exten => 100,1,Dial(SIP/100,20,t)
exten => 100,2,Dial(SIP/100&SIP/200,20,t)
exten => 100,3,Voicemail(u100)

Transferncia de ligao
Obrigatrio utilizar o tT no comando Dial
features.conf
features_featuremap_additional.conf
blindxfer=##
;transferncia normal
atxfer=*2
;transferncia assistida
disconnect=** ;p/ transferncia assistida

automon=*1
;para gravar ligao
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2012 -
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Ring Group
Grupo de ramais para atendimento de uma
ligao externa
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Pgina 29

2012 -
Treinamento Elastix

Estacionamento de chamadas
Habilitar primeiro
PBX PBX Configuration Parking Lot
features.conf
features_general_additional.conf
parkext=70
parkpos=71-79
context=parkedcalls
parkingtime=45

Siga-me
Faz um desvio a um outro ramal, no caso do
ramal chamado no atender
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Pgina 30

2012 -
Treinamento Elastix

Gravao de ligaes
Habilitar em cada ramal
no gravar as ligaes recebidas
gravar todas as ligaes recebidas

Gravao de ligaes
gravar sob demanda as ligaes recebidas (com *1)
habilitar em PBX PBX Configuration General Settings

w permite quem recebeu a ligao gravar com *1
W permite quem originou a ligao gravar com *1
adicionar no arquivo features_general_custom.conf

featuredigittimeout = 2000 (padro 500)
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Pgina 31

2012 -
Treinamento Elastix

Gravao de ligaes
Para escutar as ligaes gravadas
PBX Monitoring

Voicemail
Caractersticas:
proteo por senha
personalizao de mensagens:
de ausncia, de ocupado, do nome do usurio
diversas pastas: novas, antigas, trabalho, famlia e amigos
interface de acesso ao correio pela Web
notificao de voicemail por e-mail ou SMS
possibilidade de anexar a mensagem no e-mail
reencaminhamento do voicemail
indicao de mensagens novas
modificao do dialtone no caso de novas mensagens
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Pgina 32

2012 -
Treinamento Elastix

Voicemail
Menu
1 Read voicemail messages

3 Advanced options
1 Reply
2 Call back
3 Envelope
4 Outgoing call
4 Play previous message
5 Repeat current message
6 Play next message
7 Delete current message
8 Forward message to another mailbox
9 Save message in a folder
* Help
# Exit

Voicemail
Menu (continuao)
2 Change folders
0 Mailbox options
1 Record your unavailable message
2 Record your busy message
3 Record your name
4 Record your temporary message (Asterisk v1.2)
5 Change your password
* Return to the main menu
* Help
# Exit
Diretrio onde as mensagens so gravadas:
/var/spool/asterisk/voicemail/default/num_caixapostal
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Pgina 33

2012 -
Treinamento Elastix

voicemail.conf
[general]
attach=yes
format=wav49
[zonemessages]
brazil24=Brazil/East|'vm-received' q 'digits/at' HM
[default]
319 => 319,Sato,amsato@innovus.com.br,552488126323@
mms.oi.com.br,tz=brazil24|attach=yes|saycid=yes|delete=no
321 => 321,Marcus,mcoelho@innovus.com.br,552488126324@
mms.oi.com.br,tz=brazil24|attach=no|saycid=yes|delete=yes

Voicemail
Habilitando o Voicemail por ramal
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Pgina 34

2012 -
Treinamento Elastix

Voicemail
Habilitando a notificao do voicemail por email
Incluir no arquivo /etc/postfix/main.cf
relayhost = mail.innovus.com.br (smtp server)
myorigin = innovus.dyndns.org (seu endereo DynDNS)
Para customizar a mensagem da notificao

Editar o arquivo vm_email.inc
PBX Tools File Editor

Voicemail
Email enviado
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Pgina 35

2012 -
Treinamento Elastix

Voicemail
Consultando o Voicemail pela Interface Web
PBX Voicemails
Consultando o Voicemail pelo ramal

*97 Entra no seu voicemail pedindo senha
*98 Entra no voicemail pedindo conta e senha
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Pgina 37

2012 -
Treinamento Elastix
Agenda

Definies de portas
FXS (Foreign Exchange Station)

Fornece sinalizao para um telefone
FXO (Foreign Exchange Office)

Recebe sinalizao da operadora
(STFC) ou de uma central PABX
T1
padro americano
velocidade de 1,544 Mbps (24 x 64 Kpbs)
E1
padro brasileiro, europeu
velocidade de 2 Mbps (32 x 64 Kpbs)
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Pgina 38

2012 -
Treinamento Elastix
DTMF (Dual Tone Multiple Frequency)
sinalizao atravs de frequncias de adio
pode ter problema com voicemail ou URA
opes de transmisso:
in-audio combinado no sinal de udio,

pode gerar problemas
via RTP (RFC2833)
via SIP INFO
Produtos Digium
TDM400P
4 portas (FXS ou
FXO)
TE120P
1 porta T1 / E1
(24 / 30)
TDM800P
8 portas (FXS ou
FXO)
TDM2400P
24 portas (FXS ou
FXO)
B410P
4 portas BRI
TE405P/TE410P
4 portas T1 / E1
5,0v/3,3v (96 / 120)
TE205P/TE210P
2 portas T1 / E1
5,0v/3,3v (48 / 60)
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Pgina 39

2012 -
Treinamento Elastix
Produtos OpenVox
X100P Clone
B100P
B200P
B400P
1 porta ISDN BRI 2 porta ISDN BRI 4 porta ISDN BRI
Outros Fabricantes
Intel 4 portas FXO
Digivoice 4,8 FXO e 1,2 E1
Khomp 4,8 FXO, 4 GSM, 1 e 2 porta E1
Sangoma 1,2 e 4 portas T1/E1
Voicetronix 4, 6 e 12 portas FXO/FXS
X100P clone
(1 porta FXO)
Chip Ambient MD3200
Chip Motorola 62802-51
Chip Intel 537PU/PG
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Pgina 40

2012 -
Treinamento Elastix
Configurao manual
Porta FXS
exten => 1500,1,Dial(DAHDI/1,30,Ttr)
exten => 1500,1,Dial(DAHDI/1-1,30,Ttr)
Porta FXO
exten => 0,1,Dial(DAHDI/1)
exten => _XXXX,1,Dial(DAHDI/1/w${EXTEN},30,Trr)
Configurao da porta FXS (ramal)
PBX PBX Configuration Extensions
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Pgina 41

2012 -
Treinamento Elastix
Regras de discagem do Asterisk
Utilizao de Pattern
X
Z
N
[1237-9]
.
Ex.:
- qualquer dgito de 0-9

- 1,2,3,7,8,9
- 1 ou mais caracteres
_61XX
_61ZZ
_61[5-9]X
_61XX.
_[789]X.
_9[8-9]XXXXXX
${123456789:1}
- resulta 23456789
${prefixoDDD}3004${ramal}
Regras de discagem do FreePBX
| remove todos os dgitos a esquerda do |
+ adiciona um prefixo ao nmero discado
Regra: 03|XXXX
Nmero discado: 032003
Nmero enviado ao tronco: 2003
Regra: 55+0|41XXXXXXXX
Nmero discado: 04133208888
Nmero enviado ao tronco: 554133208888
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Pgina 42

2012 -
Treinamento Elastix
Configurao da porta FXO (tronco)
PBX PBX Configuration Trunks
Rota de sada pela porta FXO (tronco)
PBX PBX Configuration Outbound Routes
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2012 -
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Rota de entrada pela porta FXO (tronco)
PBX PBX Configuration Inbound Routes
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2012 -
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Rota de entrada genrica (default)
ITSP - Definio
Operadora VoIP
Fornecem terminaes VoIP
Possui uma ampla infra-estrutura (POPs)
Vendem crditos para os Provedores VoIP
Provedor VoIP
Adquirem crditos das Operadoras VoIP
Revendem conforme seus planos e tarifas
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Pgina 45

2012 -
Treinamento Elastix
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ITSP - Funcionamento
ITSP Tipos de tarifao
Minutagem (mensalidade)
Planos com limite de minutos (500, 1000, 2000, etc.)
Planos de contas ilimitadas
Planos conforme os destinos
Tarifao (por ligao)
por minutos (60/60)
por segundos (30/6, 60/6)
por segundos
Provedores com Marketing de Rede
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Pgina 46

2012 -
Treinamento Elastix
Interligao com Provedores VoIP
Configurar no sip.conf
register => user[:secret[:authuser]]@host[:port][/extension]
Ex.: register => 2345:senha@meu_provedor.com.br
Definies do servidor para as ligaes de sada:
[meu_provedor-saida]
type=peer
secret=senha
username=2345
host=sip.meu_provedor.com.br
fromuser=2345
fromdomain=fwd.pulver.com
nat=yes
context=from-meu_provedor
Interligao com Provedores VoIP
Configurar no extensions.conf para discar pelo provedor:
exten => _9.,1,Dial(SIP/${EXTEN:1}@meu_provedor-saida,30,r)
exten => _2XXX,1,Dial(SIP/${EXTEN}@meu_provedor-saida,30,r)
exten => _**01X.,1, Dial(SIP/${EXTEN:4}@meu_provedor-saida,30,r)
Configurar no extensions.conf para receber uma ligao:

[from-meu_provedor]
exten => s,1,Answer
exten => s,2,Dial(SIP/1000,25,Ttr)
exten => s,3,Hangup
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Pgina 47

2012 -
Treinamento Elastix
Interligao com Provedores VoIP - Tronco
PBX PBX Configuration Trunks Add SIP Trunk
Interligao com Provedores VoIP - Sada
PBX PBX Configuration Outbound Routes
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Pgina 48

2012 -
Treinamento Elastix
Rotas em funo de Data / Hora
include => context|<times>|<weekdays>|<days>|<months>
Ex. 1: include => feriado|*|*|1|jan

include => feriado|*|*|7|sep
include => feriado|*|*|15|nov
include => feriado|12:00-23:59|*|24|dec
; atendimento em horrio comercial
include => comercial|08:00-17:59|mon-fri|*|*
; atendimento horrio noturno
include => noturno
criar os time group

- intervalo de tempo da condio
(hora, dia da semana, dia do ms, ms)
criar o time condition

- determina a ao caso o time group vlido
associar o time condition a uma Inbound Route
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Treinamento Elastix
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PBX PBX Configuration Time Conditions
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2012 -
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2012 -
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Agenda


Iniciando o Asterisk
/etc/init.d/asterisk start|stop|restart|reload
/usr/sbin/safe_asterisk
amportal start|stop|restart
# asterisk vvvvvvvr
-g
faz dump em caso de problemas
-c
habilita o modo console
-v
habilita informaes para debug
-r
conecta com o Asterisk
-h
mostra a tela de help
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Pgina 52

2012 -
Treinamento Elastix

CLI Command Line Interface
asterisk vvvvvvvvvvvr
obter o status do sistema
recarregar ou parar o Asterisk
debug
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Pgina 53

2012 -
Treinamento Elastix

FOP - Flash Operator Panel
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Pgina 54

2012 -
Treinamento Elastix

freePBX
configurao de ramais e voicemail
configurao de troncos de entrada / sada
agrupamento de ramais
suporte a SIP, IAX e ZAP (placas digium)
configurao de URA (recepcionista digital)
configurao de filas de espera
roteamento das chamadas de acordo com a data/hora
envio e recebimento de FAX
relatrio das chamadas realizadas (areski)
gerenciamento dos ramais e troncos (Flash Operator Panel)
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Pgina 55

2012 -
Treinamento Elastix

Relatrios de ligaes - CDR
Reports CDR Report

Reports Channels Usage
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2012 -
Treinamento Elastix

FreePBX Reports

Backup do Elastix
System Backup/Restore
Diretrio do arquivo: /var/www/backup/
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Pgina 57

2012 -
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Restore do Elastix
System Backup/Restore

Backup / Restore do Elastix
FreePBX Admin Tools Backup/Restore
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2012 -
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Agenda


DISA (Direct Inward System Access)
Utilizado para realizar uma ligao de fora da
empresa, como se estivesse dentro
voc disca para o nmero da empresa
a URA atende a ligao
voc escolhe uma opo no anunciada na URA
o sistema solicita a senha de acesso
libera o tom para realizar a ligao
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Pgina 59

2012 -
Treinamento Elastix

PBX PBX Configuration DISA

PBX PBX Configuration IVR
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Pgina 60

2012 -
Treinamento Elastix

Callback
quando voc liga de fora da emprea para o Asterisk
o sistema atende e disconecta a ligao
voc escuta um beep e um silncio
desligue o telefone
espere por 10 segundos at receber a ligao

Callback
Criando um DISA pro Callback
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Pgina 61

2012 -
Treinamento Elastix

Callback
Criando um Callback do Celular para IVR

Callback
Criando rota de entrada para o Callback
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Pgina 62

2012 -
Treinamento Elastix

Salas de Conferncia
Local onde vrias pessoas podem falar e escutar
ao mesmo tempo
Existe 2 tipos de Conferncias:
Conferncia permanente (FreePBX)
Conferncia temporria (Elastix)

Salas de Conferncia permanente
PBX PBX Configuration Conferences
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Pgina 63

2012 -
Treinamento Elastix

Salas de Conferncia temporria - Elastix
PBX Conference

Salas de Conferncia temporria - Elastix
PBX Conference
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Pgina 64

2012 -
Treinamento Elastix

Gerenciamento de filas Queue
Fila
Ligaes para serem atendidas
Agentes
so os atendentes (pessoa)
eles logam no sistema pra receber chamadas
podem utilizar qualquer telefone
Um agente pode atender diversas filas
Membros
so os agentes que atendem cada fila
pode ser um canal especfico (ex. telefone)

Chamadas caem numa fila especfica
comercial, vendas, suporte, etc.
Pode-se definir estratgia de distribuio de ligaes
ringall: toca todos os disponveis (padro)
roundrobin: alterna entre os disponveis
leastrecent: toca o mais recente
fewestcalls: toca o que menos atendeu
random: toca randmico
Novas ligaes so anunciadas
Toca msica enquanto aguarda nova ligao
Novos membros so anunciados
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Pgina 65

2012 -
Treinamento Elastix

penalty define prioridade dos agentes
priority define prioridade de atendimento
Anuncia a posio e o tempo de espera na fila
possvel definir anncios por fila de espera
possvel gravar/monitorar todos os atendimentos

PBX PBX Configuration Queue
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Pgina 66

2012 -
Treinamento Elastix

PBX PBX Configuration Queue

URA - Exemplo de configurao
exten => 999,1,Goto(menu_URA,s,1)
[menu_URA]
exten => s,1, Set(TIMEOUT(response)=5)
exten => s,2, Background(menu_principal)
exten => t,1,Goto(s,2)
exten => i,1,Playback(opcao_invalida)
exten => i,2,Goto(s,2)
exten => 1,1,Goto(vendas,s,1) ; vendas
exten => 2,1,Dial(SIP/1000,30) ; administrativo
exten => 3,1,Dial(SIP/1100,30) ; suporte
exten => 0,1,Hangup
[vendas]
exten => s,1, Background(bemvindo_vendas)
exten => s,2,Dial(SIP/2000,30)
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Pgina 67

2012 -
Treinamento Elastix

URA (Unidade de Resposta Audvel)
Gravar o udio dos Menus primeiro

PBX PBX Configuration System Recordings
*77 Gravar uma mensagem
*99 Escutar a mensagem gravada
ou importar os udios
Criar o IVR Recepcionista Digital

PBX PBX Configuration IVR

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Pgina 68

2012 -
Treinamento Elastix


/var/lib/asterisk/sounds/custom
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Pgina 69

2012 -
Treinamento Elastix


URA (Unidade de Resposta Audvel) - Submenu
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Pgina 70

2012 -
Treinamento Elastix
8. Equipamentos VoIP
Outros recursos do Elastix
Festival Sintetizador de voz (ingls)
Lumenvox Reconhecimento de voz
A2Billing tarifao das ligaes
Openfire mensagens instantneas
vTigerCRM e SugarCRM gerenciamento de contatos
Mdulo de CallCenter
- Ligaes de entrada
- Ligaes de sada
- Relatrios gerenciais
Empresa
INNOVUS Sistemas Eletrnicos Ltda

R. Presbiteriana,
Presbiteriana, 488 Cj 103 - CEP 2728127281-510
Retiro - Volta Redonda - RJ
Tel./Fax: (+55(+55-24)24)-33453345-5497
sac@innovus.com.br
www.innovus.com.br
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Pgina 71

2012 -

Apostila Treinamento Elastix-0812

Diunggah oleh

Informasi Dokumen

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

Apostila Treinamento Elastix-0812

Diunggah oleh

Hak Cipta:

Format Tersedia

Treinamento Elastix

2. Viso geral do Elastix ...........................................................................................................

3. Instalao e configurao bsica .........................................................................................

4. Funcionalidades bsicas de um PABX ...............................................................................

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

5. Interligao do Elastix .........................................................................................................

6. Gerenciamento e manuteno do Elastix ...........................................................................

7. Outras funcionalidades do Elastix ......................................................................................

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

Onde voc trabalha?

Qual a sua principal funo?

Qual o seu conhecimento de VoIP / Asterisk / Elastix?

Qual a sua experincia em VoIP / Asterisk / Elastix?

Qual a sua expectativa deste treinamento?

1. Conceitos de VoIP e Asterisk

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

1. Conceitos de VoIP e Asterisk

1. Conceitos de VoIP e Asterisk

1995 Israel Vocaltec Inc

lana software que converte voz em dados

utilizou PC 486 / 33 MHz

1997 Jeff Pulver cria a feira/congresso VON

1998 desenvolvimento de Gateways

permitiu conexo de PC para telefones

2000 Mark Spencer cria o Asterisk PBX IP Linux

2003 Jan Friis e Niklas Zenntrom cria o Skype

2006 Liberou relatrios para o Asterisk (Elastix)

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

1. Conceitos de VoIP e Asterisk

Michael Powell, chairman da FCC

1. Conceitos de VoIP e Asterisk

a transmisso da voz em tempo real

Transmisso em tempo real

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

1. Conceitos de VoIP e Asterisk

DAC - Distribuio Automtica de Chamadas

IVR Interactive Voice Response

Integrao com banco de dados, Web

Rota de menor custo

Fila de espera, etc

1. Conceitos de VoIP e Asterisk

Ocupa banda de 64 kbps

Ocupa 32 Kbps (G729)

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

1. Conceitos de VoIP e Asterisk

Transmisso da voz em tempo real

Atrasos menores do que 300ms

Protocolo de sinalizao (SIP, H323, IAX)

Conectividade com STFC e Mvel

Qualidade de servio - QoS

Plano de numerao ENUM

Treinando profissionais com conhecimento Elastix

Todos os direitos reservados Verso 0812

1. Conceitos de VoIP e Asterisk

Unidade de Resposta Audvel (URA)

Registro detalhado das ligaes