Chapter 2. Configuring Your StarPound PBX Organization

Logging into StarPound PBX

 In order to administer your StarPound PBX organization, you must log in as a user who has been granted administrative rights.

To log into StarPound PBX:

In your browser, go to http://[server]/pbxadmin/?orgname=[companyID], where [server] - server where Jboss is installed.

Enter your user name and Web password.

Your voicemail box is displayed. If you are logged in as a user with administrative rights, you will see the My PBX menu beneath the My Settings menu.

Setting Up Your Organization

 To configure your organization:

Click Organization on the My PBX menu.

Click your organization name and click Edit.

Complete the fields for your organization as needed.

Default caller ID number field is used as the default caller ID number for any extensions that are not part of a caller ID profile.

Custom Call Handler field is where you enter the name of a custom handler. A custom call handler is used if your organization needs to override the default method for handling incoming calls.

Contact Name is the name of the PBX administrator for your organization. The information you enter here is available to the StarPound PBX master administrator.

Contact telephone is the telephone number for the user specified in the Contact name field.

Contact email is the email address of the user specified in the Contact name field.

Outgoing Call Logging App field is where you enter the name of a custom application your organization uses for outgoing call logging.

Voice Mail Notification App is where you enter the name of a custom application your organization uses for voice mail notification.

When finished, click Save.

Note: Custom applications are written with StarPound Studio and deployed to the StarPound Application Server. Please contact StarPound Technologies for information regarding custom applications if needed.

Setting Up Extensions

An extension is the basic entity of the StarPound PBX. You create extensions and assign them to users, phones not associated with users such as conference room phones, and auto attendants.

To configure extensions:

Click Extensions on the My PBX menu.

Choose an option:

• To create a new extension, click Add.
• To update an existing extension, select the extension and click Edit.

Extension field is where you enter the extension on the PBX. Extension number is numeric and is typically of 3 or 4 digits.

Name is the name for the extension. This must be numeric, and, typically, it is the same as the extension.

Type is the extension type: User, Phone, or Auto Attendant. If the extension is for a PBX user, select “User”. If the extension is for a stand-alone phone, such as a conference room phone, select ”Phone”. If the extension is associated with an Auto Attendant, specify “Auto Attendant”.

Password is the extension password that will be used by the SIP phone configuration, both softphone and desk phone. Typically, this value matches the extension. Password is required for extension types “User” and “Phone”.

Note: The extension password is different from the Telephone PIN that a user enters when using a phone to check voicemail or manage his account.

Auto Attendant is required if the extension type is “Auto Attendant”. If you are setting up an extension for an auto attendant, you must select a name in the Auto Attendant field. This field is disabled until you select Auto Attendant type.

When you are finished, click Save.

The drop down list in the Number column contains all phone numbers currently assigned to an extension.

Setting Up Users

 StarPound PBX users connect using a softphone to receive and send calls, and they can manage their own voicemail and settings. If using SIP desk phones, as long as the phone is configured and connected to the network, the PBX user uses that to send and receive calls.

To configure users:

Click Users on the My PBX menu.

Choose an option:

• To create a new user, click Add.
• To update an existing user, select the user and click Edit.

User ID is the identifier, which the user will log into the StarPound PBX web interface with. This is a required entry.

First and last name are not required fields but are used for directory services. If you want to offer callers to your organization the capability to use directory services to find their party you must enter either first name or last name depending on your directory services setup.

Password is used to log into the StarPound PBX web interface – this can be changed by the user. This is a required entry.

Telephone PIN, used to log into the StarPound PBX using a phone – this can be changed by the user. This is a required entry.

Extension, select an extension to assign to the user. The drop down list contains all unassigned extensions.

Enter the email address where the user will receive notifications for a new voicemail message. This is required if the user has an assigned extension.

Alternate number is an optional number where the PBX user may be reached (such as a home phone or cell phone number). This is informational data available for reporting.

Custom call handler is used if the user needs it to override the default method for handling incoming calls. This option suggests that the Allow incoming calls settings by user check box is checked for the user. The user will then use Incoming Calls Handling to turn the feature on or off.

Note: Custom applications are written with StarPound Studio and deployed to the StarPound Application Server. Please contact StarPound Technologies for information regarding custom applications.

Business hours / calendar field is the calendar set up for the organization that represents the defined business hours and holidays for the user. If Forward calls option is enabled for the user, a calendar may be required for certain forwarding and follow-me options. If you have not set up calendars, you can return to the User Configuration area to define one for this user.

Caller ID presentation drop down presents the profiles for the user’s caller ID presentation. The profile defines how outbound calls from the user will be identified on a recipient's caller ID display. If you have not set up caller ID profiles, you can return to user configuration to define one for this user.

Indicate whether call forwarding options are enabled for this user.

When you are finished, click Save.

Once you have associated an extension to a user and configured their phone, the user can log into StarPound PBX to make and receive calls, manage voicemail, and configure settings.

Setting Up Phone Numbers

 In StarPound PBX, phone numbers represent external phone numbers that can be dialed from outside the StarPound PBX. Phone numbers are assigned to your organization by the StarPound PBX master administrator, and you determine which extension to associate to the phone number.

Contact StarPound Technologies if you have telephone numbers that you want to port to the StarPound PBX for your organization.

If you assign a phone number to an extension with a user or phone type, calls to that phone number will be connected directly to the user or standalone phone. If you assign a phone number to an extension associated to an auto attendant, calls to the phone number will launch the auto attendant's voice menu.

To configure phone numbers:

Click Phone Numbers on the My PBX menu.

Extension drop down list contains all extensions defined to your organization. Select an extension to associate to each phone number. Multiple phone numbers can be assigned to the same extension. For example, if your organization has multiple numbers that should present the same auto attendant you can select the extension associated to your auto attendant.

When you are finished, click Save.

Note: You can also assign phone numbers to an extension on the Extensions page.

Setting Up Calendars

 A calendar in StarPound PBX defines your business hours for each day of the week and your closure schedule for holidays during the year. The calendar is used in StarPound PBX to:

• Play appropriate voice menus to callers during business hours, during lunch breaks, and after hours
• Play different voice menus to callers on days when your office is closed
• Handle incoming calls differently during business hours and after hours

To configure a calendar:

Click Calendars on the My PBX menu.

Choose an option:

• To create a new calendar, click Add.
• To update an existing calendar, select the calendar and click Edit.
• To use an existing calendar as a starting point for a new one, select the calendar and click Copy.

Name is used to specify the calendar name. This is a required entry and must be unique within the organization.

Time Zone field is where you make a selection, to what time zone this calendar is to apply when determining open and closed times (if 24 x 7 is not selected). Pick the appropriate time zone to apply to the calendar.

Daylight savings, if it is appropriate for this calendar, click the option to automatically adjust the calendar for daylight savings time.

Simple checkbox, specify a detail level for the calendar. Uncheck this checkbox if you want to set up an advanced calendar.

Simple calendars do not differentiate between business hours and after hours. With a simple calendar, every call is treated as within business hours. Basically, this is a 24 x 7 calendar.

Advanced calendars differentiate between business hours and between days of the week. For an advanced calendar, specify the business hours for each day of the week. You can optionally specify hours that the office is closed for lunch, or for other reasons. You can specify a different voice menu for each of these defined periods.

Open Day check boxes are checked for each day the organization is open. For example, if the organization is open workdays only, check Monday through Friday check boxes.

Business Hours From field suggests the time that the organization is open. This time is in 24 hour format, for example 08:30.

Business Hours To refers to the time the organization closes for the day. This time is in 24 hour format, for example 17:30 for 5:30 p.m.

Note: Business Hours From and To are specified for the full day regardless if lunch and other hours are defined.

Lunch From and To hours are the hours you may enter in order to have the auto attendant use a lunchtime specific voice menu.

Other From and To hours field specifies other hours when the auto attendant uses a specific voice menu.

Note: the following example calendar shows that Friday has different business hours and a shortened lunch time.

Clicking the Closures tab will present the page where you enter days that the organization is closed for holidays, vacations, inclement weather, or other. The auto attendant may have specific voice menus for each closure type.

Start and End fields define days of the calendar year that the office is closed. Specify a reason and click Add. You can specify a different voice menu for each of these closure reasons. Closures may be specified with the Simple calendar and if you have specified a voice menu for the closures in your auto attendant, they will be honored.

Note: when you select the start date, this date is automatically entered in the end field. To have the closure span multiple days, click the end field and select the last date for the closure.

When you are finished, click Save.

After you have set up calendars, you may need to return to User Configuration and assign the appropriate calendar to each StarPound PBX user.

Setting Up Voice Menus

 A voice menu is a series of options and prompts that are played to the caller. You may have one or many voice menus in StarPound PBX, and each can be associated to one or more auto attendants.

For example, you may have a voice menu called "MainMenu" that plays a welcome message and then prompts the user to enter an extension or press another key for more options. If you are using an advanced calendar, you can have a different voice menu that plays after hours, and a different one that plays on days when the office is closed for a holiday.

To configure a voice menu:

Click Voice Menus on the My PBX menu.

Choose an option:

• To create a new voice menu, click Add.
• To update an existing voice menu, select the menu and click Edit.
• To use an existing voice menu as a starting point for a new one, select the menu and click Copy.

Name is the name for this voice menu. This is a required entry.

Prompt text is a place where you enter text for the prompt as a help for you when recording the prompt. The Prompt Text field is only used for your reference while recording the message.

Audio file name is the name of the audio file to be used as a welcome prompt. You can enter a name without a file extension or you can let the system generate a file name for you. For example, type "MyCompany_Welcome" without the quotation marks for the welcome prompt that will be played when this voice menu is launched.

Note: The welcome prompt is not required for a voice menu. When you use a welcome prompt, the caller cannot press a key until the welcome prompt is finished.

Telephone number is the extension that the system calls in order to record the prompt. You must have set up your extension and phone for the system to initiate a call to your phone. When you click Record, the system will call the extension, answer the call and follow the prompts to record the welcome message. Hang up when finished.

In the Menu section, click the Top Level Menu entry to display the Menu dialog. This is the prompt that will be played immediately after the welcome message, and it should present the caller with the main options for the voice menu (such as "Press 1 for the company directory…").

On the Menu dialog

Prompt text is a place where you enter text for the prompt as a help for you when recording the prompt. The Prompt Text field is only used for your reference while recording the message.

Audio file name is the name of the audio file to be used as the menu prompt. You may enter a name without a file extension or you may let the system generate a file name for you.

Verify your extension in the Telephone Number field and click Record to initiate a call to your phone to record the prompt.

Include Extension Dialing checkbox: when checked, it enables callers to enter a StarPound PBX extension number to call while on the menu.

Select one of the options for each keypad entry (0-9 and *). For example, if you select "Directory Services" for the number 1, then pressing 1 will send the caller to the company directory. See the table below for more information.

Click Save.

If you added a sub-menu to the menu, repeat steps a - f to record a prompt and define the options on the sub-menu.

When you are finished, click Save on the Voice Menu dialog.

Voice Menu Options

 The following table lists the options available on a voice menu. These options can be assigned to the keypad entries (0-9 and *), and the function will be executed when the caller presses that keypad entry.

Setting Up Auto Attendant

 An auto attendant is associated to an extension, and it presents voice menus to the caller based on the time of the incoming call and the defined calendar.

For example, the main auto attendant for your StarPound PBX may be configured to play:

• The "MainMenu" voice menu during business hours
• The "OfficeClosed" menu after hours and on weekends
• The "LunchTime" voice menu while the office is closed for lunch
• The "OfficeClosed menu on holidays

You may also create auto attendants for multiple extensions, such as a custom auto attendant for the Customer Support extension.

To configure an auto attendant:

Click Auto Attendant on the My PBX menu.
Choose an option:

• To create a new auto attendant, click Add.
• To update an existing auto attendant, select the auto attendant and click Edit.
• To use an existing auto attendant as a starting point for a new one, select the auto attendant and click Copy.

Name is the name for the auto attendant. This is a required field.

Calendar is the calendar to be used for this auto attendant. It is required that you select a calendar from the drop down list.

Select a voice menu to use for business hours. This is a required field.

If you select an advanced calendar, the alternate periods of time you selected in the calendar are enabled for you to select an alternate voice menu.

After hours
Lunch
Other hours
Holiday
Vacation
Inclement weather
Other(other closure)

If you want to specify different voice menus for each day of the week, click the Advanced command button and enter the advanced setting. Then click the Advanced Settings checkbox.

On the Advanced dialog, specify the voice menu to play for business hours, lunch, and other periods for each day of the week. Then click Save.

When you are finished, click Save on the Auto Attendant dialog.

Granting Administrative Rights

 A basic StarPound PBX user does not have access to the configuration settings on the My PBX menu. To give a user access to that menu, you must grant the user administrative rights.

To grant administrative rights to a user:

Click Grant Administrative Rights on the My PBX menu.

In the list of organization users on the left, select the users who should be granted administrative rights. Then click the right arrow button to move the user to the list of users with administrative rights.

To remove administrative rights from a user, select them in the list on the right and click the left arrow button.

When you are finished, click Save.

Setting Up Directory Services

 To configure directory services:

Click Directory Services on the My PBX menu.

Enter the number of digits (3-6) that callers enter to look up a PBX user in the company directory.

Specify whether to look up users based on first name or last name.

When you are finished, click Save.

Setting Up Caller ID Profiles

 With StarPound PBX, you have control over the number displayed to caller ID devices when users make outbound calls. You can display the company name and main number for all users, or you may want different caller ID presentations for different groups. You can also specify whether extensions that have an assigned phone number should use that number or the main company number.

To configure a caller ID profile:

Click Caller ID Presentation on the My PBX menu.

Choose an option:

• To create a new caller ID profile, click Add.
• To update an existing caller ID profile, select the profile and click Edit.

 Name is the caller ID profile name. This is a required field.

Number is the phone number that should be presented as the outbound call caller id. This is required unless the Use DID check box is checked. Any users added to this profile will display the phone number on outbound calls.

Use DID checkbox indicates that users with extensions that have an assigned phone number will have that number presented instead of the phone number assigned to the profile.

Note: If you set up a profile with a number entered in the Number field and Use DID checked, all PBX users added to the profile that have a DID will have that presented, all PBX users that do not have a DID will have the entered number presented.

Select users from the Available Users list and click the arrow to add them to the Profile Members list.

When you are finished, click Save.

Note: If you set up a profile with Use DID checked and do not enter a number in the Number field, any PBX users added to the profile that do not have a DID will have the default caller ID number defined for the organization.

Note: Any extension that is not assigned to a caller ID profile will display the value in the Contact Telephone field on the Organization page.