Tbprefguiderc 1

Fonality Confiuential
Welcome to the trixbox Pro Reference Guide!

Fonality developed trixbox Pro to deliver resellers and IT professionals robust, yet easy
to use IP-PBX software that saves them time so they can focus on growing their
business, increasing revenue and delivering a higher level of customer service.
We create this guide because Reseller success from the first installation to the 100
th

customer is our primary goal. The trixbox Pro Reference Guide gives you, the Fonality
partner, a full understanding of the trixbox Pro architecture, the selling and planning
process, system installation procedures, and troubleshooting guides for post-sale
support.

This guide is written assuming the following:
You!re already a Fonality-approved Partner
You have a good understanding of IP networking
You have familiarity with Voice-over-IP technology
You are familiar with the Fonality product line for your country
The following is NOT required:
UNIX or Linux knowledge
Asterisk experience
Experience installing a Fonality trixbox Pro system
This guide is not intended for an end-user audience and the content contained within
is covered under your Non-Disclosure Agreement. Not only does this guide provide
information to assist with end-user installation, it also provides insight into the best
practices for Fonality partners to satisfy customer needs and also to generate profits.
Please do not distribute this document to end-users.
If you!re an installer doing your first installation onsite, you may want to skip to Section 4
immediately, but be sure to make time learn the concepts in the earlier sections as soon
as possible.
I hope you!ll find this trixbox Pro Reference Guide helpful and I hope you will call on us
to help you grow your business. It!s not just communications it!s the heart of your
business!
Sincerely
Chris Vuillaume
Vice-President Business Development & Channel


Pie-Sales Checklist
What kinu of business is the customei in. What types of activities uoes theii staff uo on
the phone.
Why is the customei looking to get a new IP PBX system.
What aie the key featuies the customei is looking foi in a new system. What kinu of
system uoes the customei have now anu what iequiiements is it not meeting.
Bow uoes the customei get uial tone now, anu uo they plan on changing theii pioviuei
uuiing this piocess.
Coulu ceitain employees take auvantage of telecommuting featuies.
Boes the customei have moie than one office.
Boes the customei neeu multiple "points of entiy" foi theii phone system oi coulu they
benefit fiom this featuie.
Boes the customei neeu auvanceu call uistiibution (queuing) oi know what it is.
Bow uoes the customei's cuiient Auto-Attenuant woik.
Review the customeis' neeus vs. the thiee levels of tiixbox Pio.
Natch the customei's call volume neeus with piopei haiuwaie.
Bave you uiscusseu the iequiiements that voIP puts on a netwoik.
Bave you uiscusseu the netwoik iequiiements of iemote phones anu bianch offices (if
applicable).
Bave you uiscusseu the installation options anu gone ovei the basic steps of the
installation.
Bave you ievieweu theii cut-ovei oi piovisioning plans.
Is it cleai who will take caie of cooiuinating the piovisioning oi cut-ovei with the telco.
Baseu on the piovisioning anu cut-ovei piocess, have you set a ieasonable expectation foi
installation time with the customei.
Bave you planneu a netwoik assessment, anu if not, have you waineu the customei that a
netwoik assessment is highly auviseu.
Bave you uiscusseu backup haiuwaie anuoi what happens if theie is a haiuwaie failuie.
Bave you uiscusseu suppoit options foi tiixbox Pio. Boes the customei cleaily know
whom to call if theie aie issues uuiing the piovisioning stage. Installation. 0ngoing
opeiation. What about foi auus, moves, anu changes.
Bave you tolu the customei the piicing of the installation, set the scope of 'woik to be
completeu', anu set piicing foi auus, moves, anu changes (if applicable).
Bave you solu Fonality Suppoit.

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SECTI0N 1.1: ASSESS TBE C0ST0NER'S NEEBS.................................................................................................................................. 1
SECTI0N 1.2: SELECT TBE C0RRECT vERSI0N 0F TRIXB0X PR0 F0R TBE C0ST0NER ............................................................... S
!"#$%&' )*+*), -./$ 0/1"2 $3%45&4 63& 7'%87"9 *********************************************************************************************************************** :
Section 1.2.1.1: Selecting the Coiiect veision.............................................................................................................................................................. 4
Section 1.2.1.2: Selecting the Piopei Baiuwaie foi a Customei........................................................................................................................... S
SECTI0N 1.S: BISC0SS v0IP REQ0IRENENTS..................................................................................................................................... S
SECTI0N 1.4: BISC0SS REN0TE PB0NES ANB BRANCB 0FFICES.................................................................................................... 6
SECTI0N 1.S: BISC0SS INSTALLATI0N 0PTI0NS................................................................................................................................. 8
)*;*) <22"22 $." ="$>&31********************************************************************************************************************************************************************* ?
SECTI0N 1.6: BISC0SS PR0vISI0NINu ANB C0T-0vER ISS0ES........................................................................................................ 9
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!"#$%&' )*@*+, C/3D E7$FGH"3 ********************************************************************************************************************************************************** )B
Section 1.6.2.1: Be Caieful with PRIs............................................................................................................................................................................. 1u
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SECTI0N 1.7: BISC0SS S0PP0RT 0PTI0NS........................................................................................................................................ 11
SECTI0N 1.8: REB FLAuS...................................................................................................................................................................... 12
SECTI0N 1.9: PRE-SALES CBECKLIST................................................................................................................................................. 1S
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SECTI0N 2.1: NARKET 0vERvIEW..................................................................................................................................................... 14
SECTI0N 2.2: ARCBITECT0RAL 0vERvIEW...................................................................................................................................... 16
SECTI0N 2.S: PBYSICAL ANB S0FTWARE ARCBITECT0RE............................................................................................................. 16
SECTI0N 2.4: SINPLE SINuLE 0FFICE SET0P ................................................................................................................................... 18
SECTI0N 2.S: SINuLE 0FFICE SET0P WITB REN0TE 0SERS ......................................................................................................... 2u
SECTI0N 2.6: N0LTI-BRANCB 0FFICE SET0P WITB CENTRALIZEB CARRIER C0NNECTI0NS................................................ 21
SECTI0N 2.7: N0LTI-BRANCB 0FFICE SET0P WITB N0LTIPLE CARRIER C0NNECTI0NS ...................................................... 2S
SECTI0N 2.8: N0LTI-BRANCB 0FFICE SET0P WITB SIP ANB CARRIER C0NNECTI0NS.......................................................... 2S
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SECTI0N S.1: TRIXB0X PR0 BNS........................................................................................................................................................ 26
SECTI0N S.2: v0IP - C BAT B0 I NEEB T0 KN0W........................................................................................................................ 27
SECTI0N S.S: TRIXB0X PR0 REQ0IRES A STATIC IP ABBRESS....................................................................................................... 28
SECTI0N S.4: BNS 0N F0NALITY NETW0RKS ................................................................................................................................. 29
SECTI0N S.S: BYBRIB-B0STEB EXPLAINEB..................................................................................................................................... Su
SECTI0N S.6: BBCP SC0PE ANB F0NALITY PB0NE IP RANuE .................................................................................................... S1
SECTI0N S.7: vLANS ............................................................................................................................................................................ S2
SECTI0N S.8: Q0ALITY 0F SERvICE.................................................................................................................................................... S2
SECTI0N S.9: 0SE 0F 2NB P0RT 0N CAPABLE IP PB0NES ............................................................................................................ SS
SECTI0N S.1u: SEC0RITY, ENCRYPTI0N ANB vPNS....................................................................................................................... SS
SECTI0N S.11: P0WER 0vER ETBERNET.......................................................................................................................................... S4
SECTI0N S.12: 911999 ANB ENERuENCY RESP0NSE................................................................................................................. S4
SECTI0N S.1S: REN0TE PB0NE BANBWIBTB C0NSIBERATI0NS................................................................................................ SS
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SECTI0N 4.1: WBY TRIXB0X PR0 IS TBE BEST S0L0TI0N............................................................................................................. S6
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SECTI0N S.1: PLANNINu TBE INSTALLATI0N................................................................................................................................... S8
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SECTI0N S.2 INSTALLATI0N 0F TRIXB0X PR0.................................................................................................................................. 4S
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!"#$%&' ;*+*+, <#$%H/$%'K $3%45&4 63& ****************************************************************************************************************************************** J@
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Section S.2.9.1: Planning out the Call Nenu................................................................................................................................................................ 6u
Section S.2.9.2: The Auto Answei Inteiface: Call Sequence................................................................................................................................. 6u
Section S.2.9.S: The Auto Answei Inteiface: Keypiess 0ptions......................................................................................................................... 66
Section S.2.9.4: The Auto Answei Inteiface: Tips anu Tiicks ............................................................................................................................. 66
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Section S.2.11.1: Night Noue............................................................................................................................................................................................. 69
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Section S.2.1S.1: Auuing ACB Queues ........................................................................................................................................................................... 71
Section S.2.1S.2: 0puating A.C.B. Queues .................................................................................................................................................................... 7S
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SECTI0N S.S: BEABS-0P-BISPLAY (B0B)....................................................................................................................................... 78
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SECTI0N S.4: BAY-T0-BAY 0PERATI0NS 0F TRIXB0X PR0 .......................................................................................................... 84
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Section S.4.2.1: voicemail 0ptions.................................................................................................................................................................................. 86
Section S.4.2.2: The Calls Tab............................................................................................................................................................................................ 87
Section S.4.2.S: The Featuies tab..................................................................................................................................................................................... 88
Section S.4.2.4: FinuNe with Boomeiang Nobile..................................................................................................................................................... 88
Section S.4.2.S: The A.C.B. tab........................................................................................................................................................................................... 89
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SECTI0N S.S: SET0P 0F REN0TE PB0NES........................................................................................................................................ 9S
SECTI0N S.6: S0FTPB0NE C0NFIu0RATI0N..................................................................................................................................... 9S
SECTI0N S.7: C0NFIu0RINu LINKEB (0R BRANCB) SERvERS ...................................................................................................... 97
SECTI0N S.8: uR00PS ANB PERNISSI0NS......................................................................................................................................... 98

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SECTI0N 6.1: PR0BLENS WITB TBE INSTALLATI0N.....................................................................................................................1uS
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SECTI0N 6.2: PR0BLENS WITB REN0TE PB0NES ........................................................................................................................1u7
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SECTI0N 6.S: FAIL0RE N0BES..........................................................................................................................................................1u8
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SECTI0N 6.4: SERvER ALERTS...........................................................................................................................................................11u
SECTI0N 6.S: PR0BLENS WITB CALL NEN0S, B0B, ANB CALL CENTER EBITI0N................................................................111
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SECTI0N 6.6: N0vINu A PB0NE T0 AN0TBER EXTENSI0N.........................................................................................................112
SECTI0N 6.7: 0PENINu A S0PP0RT TICKET WITB F0NALITY .....................................................................................................11S

Fonality Confiuential - B0 N0T BISTRIB0TE - 1 -
"#$%&'( )* +,#-"./#0 +,'$#00
When selling trixbox Pro, it is important to standardize your pre-sales process. This process is
made to properly set customer expectations of what trixbox Pro can do, how long it takes to
install, and what you expect from the customer during this process.
We have included a Pre-Sales Checklist at the beginning of this document. We encourage you
to print out this single page of critical questions and arm each of your sales people with a copy!
5ectloo 1.1. Assess tbe costomets NeeJs
Always approach a customer with a list of questions designed to determine what they are looking
for in a phone system, how much they are willing to change their existing system for additional
functionality, and if they understand the process of installing a new phone system.
It is not important that you ask every single question word for word. In fact, some customers
may find that doing so will make your sales calls seem like an interrogation. It is extremely
important that you get answers to all of the example questions listed below. It does not matter
how you go about gathering this information (email, phone call, meeting, etc.), but you should
have all the answers before you create a bid.
Were also not going to tell you how to sell the system. Thats up to you and your company.
Just make sure to integrate this structure into the selling process to avoid complications at a later
point.
What kind of business is the customer in? What types of activities do people do on the phone?
This is a commonly missed question but one of the most important. People who research phone
systems are frequently not in strategic positions in the company. Sometimes an office manager
or IT person will be the one calling you, so they may not be able to completely tell you about their
requirements. Knowing more about their business will help you fill in the gaps.
Find out if they have any of the following types of activities in their company. Each is an
opportunity to generate additional revenue for your company.
Help-Desk or Tech Support (Queues)
Sales Teams (Queues and measurement/reporting)
Telemarketing (CRM integration)
Outside Sales People (remote phones)

Why is the customer interested in purchasing a new IP PBX system?
Each customer will likely have a select set of core reasons why they are interested in purchasing
a new system. Is it obsolescence? The need for advanced call queuing? Saving money on
monthly telco charges by using SIP? Or is it simply curiosity? Each customer will have a
completely different set of answers to this question, and it will define which of the advantages
listed in Section 1.2.1 youll want to employ in your sales approach.

What are the key features that the customer is looking for in a new system? What kind of
system do they have now and features/needs are lacking?
Selling trixbox Pro is usually very easy once you know the shortcomings of their current phone
system. Spend some time learning what their current phone system doesnt do well and match
the feature list in Section 1.2.1.1 to their needs.
How does the customer get dial tone now, and do they plan on changing their telco provider
during this process?
Most companies, when considering a new phone system, generally do not consider changing
their provider, but this is one of the many ways to save money on a recurring basis, thus
lowering the overall cost of ownership of a new IP PBX system.
Frequently, smaller customers will have a variety of analog lines and will benefit from
consolidating these into SIP Trunks or a BRI/PRI providing additional functionality and flexibility
at a lower cost (depending on the number of existing analog lines).
Any opportunity involving multiple locations and multiple telco providers is an opportunity to
discuss consolidating their connection to the Public Switched Telephone Network (PSTN) into a
single, central location using branch servers.
Does the customer have remote users that could benefit from telecommuting?
Many potential customers dont even realize that they could tremendously benefit from deploying
remote phones. Perhaps they have outside sales people that work from home using a separate
phone line, or an accountant that makes collections calls from outside the office.
Integrating remote personnel has an enormous business benefit for a customer as trixbox Pro
could significantly enhance the effectiveness of these remote personnel.
Does the customer have more than one office?
Multiple offices mean multiple opportunities and potential recurring cost savings for the
customer. Depending on the size and importance of each office, the customer can centralize
their telco costs and lower calling costs between multiple locations.
Does the customer need multiple points of entry for their phone system or could they benefit
from this feature?
Frequently, due to the limitations of an existing PBX system, companies will have one phone
number and a complicated auto-attendant. The Professional version of trixbox Pro allows for
multiple auto-attendants so calls can be routed separately by publishing different numbers for the
customers company. This is an opportunity to up-sell customers to a more feature-rich version
of trixbox Pro. In addition, Direct Inward Dialing (DIDs) is supported by all versions of trixbox Pro,
so the customer can have individual numbers for each extension.
Does the customer need advanced call distribution (queuing) or know what it is?
Some customers may seek call queuing, but frequently customers may not know how it can
benefit their business. Any customer with a sales team, support group, or help desk can use this
function. Combined with remote phones, the ACD feature enables teams in different locations to

Fonality Confiuential - B0 N0T BISTRIB0TE - S -
work together as a group. This is another opportunity to up-sell customers to a more feature-rich
version of trixbox Pro.
How does the customers current Auto-Attendant work?
Because trixbox Pros Auto Attendant feature is incredibly powerful, knowing the customers
current Auto Attendant implementation will reveal opportunities for you to explain features that
will improve upon their existing call flow scheme.
Some examples:
If they complain about not being able to change their auto-attendant for holidays or at night, the
scheduling and remote administration features will appeal to them.
If they complain about the auto-attendant being too complicated, frequently the use of DIDs and
multiple entry points will solve some of those issues. The Enterprise Edition (EE) or Call Center
Edition (CCE) of trixbox Pro is required for multiple auto-attendants.
5ectloo 1.2. 5elect tbe cottect vetsloo of ttlxbox lto fot tbe costomet
Based on the information gathered in the initial assessment (use the Pre-Sales Checklist!), you
can now select the correct version of trixbox Pro for the customer.
Frequently, a customer looking for a replacement IP PBX system will be satisfied with a lower
version of trixbox Pro but would benefit from the advanced features of the higher versions. In
such a case, you should match the customers capacity for change with your selling approach.
Unleash the advanced power of Enterprise Edition or Call Center Edition with a few clicks
of the mouse!
If the customer is reluctant to change too much at once, you can always sell the lower version
and upgrade to a higher version at a later time once the customer has become familiar with all
the benefits of trixbox Pro.
If the customer is more open to change, you can attempt to up-sell them at the time of the initial
sale, citing the business benefits of the more advanced features (like ACD and multiple auto
attendants) to justify the additional upfront expense.
5ectloo 1.2.1. wbot mokes ttlxbox lto oolpoe?
trixbox Pro differs from other IP PBX solutions based on three main factors:
Location
Pricing
Equipment Provisioning
trixbox Pro is available internationally. Any customer with overseas operations or business
relationships in foreign countries can benefit from support for E1/BRI and linked servers to save
on international toll charges (discussed later).

trixbox Pro is completely hardware independent. Fonality maintains a list of certified hardware
for guidance:
http://trixbox.com/products/certified-hardware/servers-and-cards
The pricing structure is the single greatest difference. trixbox Pro is based on a Monthly
Recurring Cost (MRC) model allowing the customer to add or subtract extensions at need
effortlessly. trixbox Pro also allows a customer to select HUD Personal, Team, or Agent for
expanded functionality.
Details on the differences between the trixbox Pro pricing structure and other Fonality products
are available at:
http://www.trixbox.com
5ectloo 1.2.1.1. 5electloq tbe cottect vetsloo
While the differences between each version of trixbox Pro are significant, in the case of many
customers, needs are driven by one or two main features.
Do not let the customers initial budgetary requirements limit the discussion - discuss all trixbox
Pro features thoroughly. With the Professional and Call Center Editions of trixbox Pro, there are
some incredibly compelling features that can reduce costs and create a better customer
experience both valuable results for the customer.
All versions of trixbox Pro support Fonalitys unique hybrid-hosted architecture, remote phones,
branch servers, and simplistic administration.
A trixbox Pro version comparison can be found here:
http://trixbox.com/products/trixbox-pro/features
Standard Edition (SE) is generally for a simple small business customer with a limited set of
requirements and generally less than 10 employees.
SE has only one auto-attendant, does not have a conference bridge, queuing, recording, or
paging features, and has no support of advanced permissions. It is best for a small organization
with one main phone number and no call center needs.
Enterprise Edition (EE) is for a larger customer with multiple departments requiring more
advanced call menus, internal or external conference bridge needs, or paging features. This
version adds the following main features:
Conference Bridges
Multiple Auto-Attendants
Paging and Intercom Features
Group Permissions
Call Center Edition (CCE) is for larger organizations that have call centers. This version adds
the following additional features:

Fonality Confiuential - B0 N0T BISTRIB0TE - S -
Advanced Call Distribution (Queuing)
Call Recording
Advanced Reporting
Monitor/Barge Features (through HUD Agent)
Each version looks very similar to another during installation. Various menu options will become
available with each subsequent version of trixbox Pro via the Admin Panel
(http://cp.trixbox.com).
Upgrading to a higher version of trixbox Pro is accomplished via http://www.trixbox.com with a
few mouse clicks and does not require the Fonality Partner to be onsite.
5ectloo 1.2.1.2. 5electloq tbe ltopet notJwote fot o costomet
It is important to consider the customers present and future needs when selecting hardware. A
customer will often find that the basic feature set offered by trixbox Pro SE will run flawlessly on
a typical white box, but as their business grows, the demands placed on the server by the
advanced features of trixbox Pro EE or CCE will be insufficient for daily activity.
In particular, the more advanced features such as ACD, HUD, call recording, and custom AGI
scripting can require additional resources that the basic server cannot provide. The selection of
any of these should usually mean upgrading customer hardware with additional RAM and
processing power.
Since trixbox Pro is essentially a Linux-based server, you should also inquire about what level of
redundancy customers have with other business-critical IT servers.
Do they have rack-mount servers? Redundant power supplies? On-site replacement parts?
Backup servers? Frequently, customers will want to match the same level of protection and
redundancy as their other business-critical applications.
For some smaller customers, they may not have thought of their phone system as a business-
critical IT system; although their other servers do not have redundancy, you should discuss the
possibility of hardware failure with them and make sure that they at least are educated about the
options, even if they do not select them.
5ectloo 1.J. ulscoss voll kepoltemeots
Many customers will be familiar with Voice-over-IP (VoIP), but only by association from
companies like Vonage. It is important for customers to understand how Voice-over-IP is used in
trixbox Pro.
For the purposes of the pre-sales process, its not critical to go into the technical details of VoIP,
but the customer should understand two critical things:
1) Voice traffic will travel on the same link as data traffic in most small networks. This saves
money and leverages the flexible architecture of IT networks that most companies already have
in place.

2) The network needs to be properly designed. As the service provider, this can mean additional
revenue opportunities for you, but it should be clearly stated that the proper design and operation
of the network is not part of the trixbox Pro product offering.
It is important to explain to the customer that trixbox Pro is a server that resides on the network
like any other end point. Delivering a well-designed network for VoIP may offer the Fonality
Partner an additional opportunity to generate revenue, but network design and operation is not
part of the trixbox Pro offering. trixbox Pro is subject to the customers network it does not
dictate the network topology in any way. This is a common mistaken assumption the Fonality
Partner must correct in order to set the proper customer expectations.
For instance, in some small organizations, if the customer has a poorly designed network with
hubs and low-speed switches, web and email traffic can interfere with the quality of a voice call.
Viruses, worms, and trojans can also overload poorly designed networks.
These problems can often be solved using higher speed and/or managed switches with VLAN
and QoS capabilities. In many cases, just simplifying and upgrading the network to managed
switches and removing cascaded hubs and switches will help significantly to increase the quality
and reliability of VoIP traffic over a local area network (LAN).
5ectloo 1.4. ulscoss kemote lbooes ooJ 8toocb Offlces
If the customer requires the use of remote phones or branch office functionality, discuss the
hardware and networking requirements between these endpoints during the pre-sales process.
Reliable VoIP delivery in these situations requires a number of different factors that are above
and beyond those of a single-location VoIP implementation. Identify which factors are within the
customers control and which are not. In Figure 1.4.1, the letters A through E indicate the various
problem areas in a branch office configuration.
Problem Point A: Remote Network
The remote network must quickly and accurately deliver traffic from the users phone to the
router or branch server.
Frequently, remote networks (particularly home networks) are cobbled together with a variety of
equipment that the customer cannot control. Remote networks should be as simple as possible,
and remote phones should not be connected using wireless bridges or slow hubs.
In addition, if the remote locations network is being used in ways that are not under the users
control by viruses or other users on a shared connection the quality of VoIP calls may suffer.
It is important that customers have the resources available to make sure that their remote
locations have well-managed networks. If they do not, you should set the expectation that
results may vary since you dont want a remote users experience to tarnish the sales process.

Problem Point B: Remote Router
The remote router needs to be able to prioritize VoIP traffic over other types of traffic (such as
web or email), or at the very
least the remote user must
be able to control the
amount of other traffic on the
network.
Problems typically occur
from the use of web and
email while on a call. Most
remote locations (especially
telecommuting personnel)
have cheap broadband
modems and routers not
designed for VoIP.
Some of these issues can
be solved through the use of
equipment that supports
QoS including routers,
cable modems, and specific
QoS devices. While Fonality
does not directly get
involved with the installation,
setup, and support of these
devices, this is another
revenue opportunity for
Fonality partners.
It is important to ask the
customer what equipment
they control on the remote
network(s) and offer a
network assessment if they
do not know.
Problem Point C: Internet
Connection
For VoIP traffic to pass from
the remote location to the
main location, both the
remote and main ISPs must
be reliable, and the traffic
hand-off must not be subject
to packet loss or high
latency. Fonalitys
recommended maximum
latency between an IP phone
and the server is < 150ms.
Figure 1.4.1 - Example Network 1

In addition, the bandwidth for each connection must be sufficient to support VoIP traffic. Each
active VoIP call requires approximately 80 kbps of bandwidth, so some home connections with
asymmetric speeds may not be sufficient for multiple concurrent calls.
If possible, the remote and main location ISPs should be the same to reduce the possibility of
problems with traffic passing from one ISP to another.
Problem Point D: Main Router
Main location routers have the same requirements as remote routers, but since they frequently
support many more concurrent calls, the router at the main location has to be able to provide
QoS and bandwidth management services for a larger amount of traffic. Frequently, Fonality
partners find the most opportunities for additional revenue in this portion of the customers
network. It is important to find out what the customer uses for their main router and ensure that
they have the proper resources to configure and maintain a complex router.
Problem Point E: Main Network
These issues are the same as those discussed in Section 1.2.2: Discuss VoIP Requirements.
5ectloo 1.5. ulscoss lostollotloo Optloos
Fonality installations dont happen overnight. Because trixbox Pro requires integration with
existing networks and telecom connections, its important to set the proper expectation regarding
the installation process and time frame.
Typically, the delivery of a fully configured trixbox Pro can take between one to two weeks.
Installation can be done by a technically savvy customer, but Fonality recommends that all
installations are performed by a Fonality partner because many users and IT departments are
not aware of the requirements VoIP puts on networking infrastructure.
Pricing these services is up to the Fonality partner, but a general rule of thumb is that no Fonality
installation should be done for less than $1000 and for a Professional system installation that
includes user training, the baseline charge is around $100 per extension. Additional functions
(like ACD and Softphones) will increase this cost significantly and the more training that you do
for the customer, the higher the installation cost should be. Some Fonality partners choose to
separate installation and training into two separate activities and quotes.
Installation, even by an experienced Fonality partner, generally takes more than a day unless the
purchased system is very small. While the physical setup of a system of 20 or fewer phones can
be done in a day by one technician, many parts of the installation process (described in Section
5: Installing trixbox Pro) require planning, customer interaction, and integration with networks
and telco connections increasing the time for a complete installation to days or even weeks.
While some partners choose to skip or shortcut some of these steps, we highly recommend that
all customers go through this process to ensure the highest level of satisfaction with their trixbox
Pro. A well-planned installation of trixbox Pro should involve the following:
Network Assessment and Preliminary Installation Planning (Section 1.5.1: Assess the Network
and Section 5.1: Planning the Installation)

Physical trixbox Pro Installation (Section 5.2 Installation of trixbox Pro)
Administrative Training
User Training
1.5.1 Assess tbe Netwotk
No trixbox Pro installation should happen without a network assessment. There are simply too
many things that can go wrong during an install without a proper assessment. While this may
seem like a waste of resources and an additional onsite trip, Fonality partners should use this
opportunity to sell other high-value services like network integration and IT support. It also limits
the surprises you may encounter at the time of installation frequently occurring when VoIP is new
to the environment.
In larger installs, this will frequently mean at least three onsite visits - one for the assessment
and planning; one for the physical installation; and one final visit for training. Sometimes, these
visits will happen relatively close together, but in some situations, these visits may be weeks
apart.
Keep in mind that provisioning issues and customer scheduling may decide how close the
training is to the installation. Some smaller locations will choose to take training immediately
after the installation, but other, larger installations may choose to perform the physical installation
first and then cut over to trixbox Pro after some initial testing and setup is done.
It is also important that you consider how much a customer can learn about trixbox Pro in a
single sitting. Frequently, Fonality partners that sell a Call Center Edition product will offer an
initial user and basic administrative training immediately after the phone system is installed, and
a more advanced administrative training will be scheduled for a few weeks after the initial
installation allowing users to acclimate to the basic operations before setting up call queuing or
advanced administration.
Other call center customers will have an existing call queuing system that they may want to
emulate, so the onsite installation may require additional time for setup of the Advanced Call
Distribution portion of trixbox Pro.
While there are no set formulas for the pricing or time for installation and training, the only rule is
that you should discuss all of these options with the customer before sending in a technician.
5ectloo 1.6. ulscoss ltovlslooloq ooJ cot-Ovet lssoes
One of the most problematic parts of a Fonality installation is the telco provisioning process. It is
very important for you to discuss provisioning during the pre-sales process to protect yourself
from being blamed for the mistakes of bumbling telcos.
The first step is to find out if the customer is planning on installing new lines or transitioning older
lines when they install their trixbox Pro. Because trixbox Pro supports various telco connections
(including SIP, PRI/BRI, and Analog connections), there are a variety of different ways to
transition from one system to another.
Whats important is that you set expectations from the beginning of the process. Many Fonality
Partners choose to assist in the provisioning process and charge for the service, while others will

Fonality Confiuential - B0 N0T BISTRIB0TE - 1u -
leave the provisioning up to the customer. Either way, make sure that customer expectations
are properly set.
5ectloo 1.6.1. New lloes
The easiest installation, of course, is with new lines and no pre-existing system. In this case, the
customer needs to choose their type of incoming telco connection (analog, PRI, or SIP) and
trixbox Pro needs to come configured with the proper interfaces.
New lines can take hours (with a SIP provider), days (Analog lines are usually 3-10 days to install) or
weeks (PRIs can take between 4-8 weeks) to install. The installation of trixbox Pro should be
scheduled to correspond with the telco installation as appropriate. An Internet connection is also
required for proper setup and installation of the system so for a new install, it is a good idea to
verify that Internet connectivity will be available at the time of the telco installation.

Some Fonality partners will schedule the installation on the same date as the telco installation
date under pressure from the customer, but it is generally not a good idea. Telco installations
sometimes do not complete on time because of scheduling and inside wiring issues, and even
once installed, some PRI providers like to test lines for a few days to make sure there are no
errors on the line.
It is always a good idea to have an account manager or project manager coordinate with the
telco directly. Frequently, you will have few options to accelerate the telco process. Being in the
loop is generally very helpful for a customer, especially one who is not technical.
5ectloo 1.6.2. notJ cot-Ovet
Many customers will choose a hard cut-over bringing existing lines from one PBX system to
trixbox Pro. Hard cut-overs leave little room for error, so the Fonality partner should ensure
compatibility of the telco connections before scheduling the cut-over.
Analog lines are easy to cut-over since there are few configurable options. The only
considerations on analog lines are the physical connections (see Section 5.1.1: Physical
Installation Questions) and whether or not Caller ID is active on the existing lines.
5ectloo 1.6.2.1. 8e cotefol wltb lkls
PRI lines are significantly different. The Fonality support article
http://help.trixbox.com/T1_Configuration describes the requirements of PRI connections used
with trixbox Pro.
For PRI installations, we highly recommend that the partner coordinate the cut-over with a
Fonality installation engineer who can assist with any compatibility issues.
If the specs being used on an existing PRI line are different than those required by trixbox Pro,
you can either try to coordinate with the telco to make the changes on the line at the time of the
cut-over, or they can install a new PRI with the proper settings and reroute the active numbers at
the time of cut-over.
It is less likely that youll run into a hard cut-over involving a SIP provider, but generally those are
easier to do, since SIP cutovers generally require only the proper configuration on the trixbox Pro

to function. The only exception to this is when a customer is moving since their IP address may
change (frequently required by the SIP provider).
5ectloo 1.6.J. 5oft cot-Ovet
When customers move or transition from one telco provider to another or when they move
locations at the same time as their trixbox Pro installation, the cut-over is generally a transition
from one line to another instead of using the same line, called a Soft Cut-Over.
Most of these situations will function just like the Section 1.6.1: New Lines installation scenario
with one additional step: once the lines are installed and tested, their existing numbers are
ported over from the original lines. This is generally done by the telco provider, and can
frequently go wrong if you are switching providers. Make sure to prepare the customer with a
contingency plan in case the providers do not properly cut over the numbers.
One advantage of the soft cut over is that trixbox Pro can be tested with the new line for
outbound calls and inbound calls on separate numbers. For instance, when a customer soft
cuts between PRI lines (e.g. when the customer is moving), the telco can setup a new number
that rings into the new PRI. This allows you to test all of the functionality of trixbox Pro before
the official cut-over.
Otherwise, the Fonality Partner has little control over this process other than to make sure that
reliable telco providers are chosen for the telco service.
5ectloo 1.6.4. ltovlslooloq ooJ lostollotloo 1lmes
Here are some general guidelines for provisioning and installation times for trixbox Pro. Some of
these steps can happen in parallel, but others require completion of the previous step before
progressing.
Step 1: Completion of Order
Step 2: trixbox Pro system is configured (~1 week)
Step 3: trixbox Pro system is shipped (~1 week to arrival)
Step 4: Network Assessment (~1 day)
Step 5: Networking Changes and Wiring (1-3 weeks)
Step 6: Telco Provisioning (1-2 days for SIP, 3-10 days for Analog, 4-8 weeks for PRI/BRI)
Step 7: Physical Installation (1-3 days, depending on size of installation)
Step 8: Administrative Training (1-2 days)
Step 9: User Training (a few hours to a day depending on the system)
5ectloo 1.7. ulscoss 5oppott Optloos
Fonality recommends that all systems sold include Fonality support, even if a Fonality-Certified
provider installs and maintains the system.
Not only do these support options provide another tier of technical support for the Fonality
partner, they also provide additional support options to the customer during non-business hours.
Due to the centralized nature of the Fonality Support model, there is very little Fonality Support
can do in the event of a hands-on type failure (hardware, network, telco, etc.). However,

Fonality support is extremely helpful in isolating the source of a system down emergency or
other failure. Support Engineers can frequently pin-point the root cause of an issue remotely and
guide the customer through the required troubleshooting steps up to and including liaising
through the customer with the provider.
When selling a trixbox Pro, it is important to set the proper expectations for support since a
customer with a Fonality support contract will be able to get support from two sources: the
Fonality partner and Fonality Support.
In most cases, it is best for the partner who provides the installation and setup to provide first tier
support for a customers system. Frequently this is charged on a monthly, annual, or per-
incident basis separately from the Fonality Support fees.
The customer can also contact Fonality Support directly (See Section 6.7: Opening a Support
Ticket with Fonality) if they have an urgent issue after the partners support hours or if they are
able to determine that the issue needs to be escalated to Fonality Support.
Whether or not the partner provides support services is completely up to the partner, but the best
customer experience comes from having this two-tiered approach to support. Even if the
Fonality partner simply refers the customer to Fonality Support (or opens a ticket on their behalf),
it can help to have someone familiar with the installation of the system involved with any support
issues.
In addition to normal support options, there may be third-party warranty and hardware support
options available. More information on hardware support is available on www.trixbox.com and
from your Fonality channel manager.
All of these support options must be weighed against the customers requirement for uptime on
their IP PBX system. If they require zero downtime, simply having Fonality Support and
hardware support options will not be enough. They will either need to purchase a backup server
or duplicate hardware that can be used to replace a system in the event of catastrophic failure.
If a customer requires these options, the Fonality partner has the option to stock Fonality-
compatible hardware and charge the customer a monthly spare parts fee or the customer can
purchase and stock the parts themselves including the Live Backup Server option available on
all Fonality purchases.
Make sure you not only stock CPU replacement parts but also replacement interface cards either
at the customers site or at the partners site for a zero-downtime scenario.
5ectloo 1.8. keJ lloqs
When selling trixbox Pro, customers may request certain features that are not formally
supported.
If the customer asks for any of the following features, you should set the proper expectations
regarding what trixbox Pro.
Faxing trixbox Pro supports fax routing and fax reception. Fax support requires specific
hardware in order to function properly. The customer must purchase a Sangoma PRI card
(A10X) as well as a Sangoma analog card (A200) and work with Fonality Support to configure
both cards for faxing. No other TDM cards can be used for faxing.

Fonality Confiuential - B0 N0T BISTRIB0TE - 1S -
Large Call Recording Volume - While Fonalitys call recording capabilities are very good, the
interface for accessing call recordings are limiting for very large call centers where multiple
administrators need access to specific calls easily. Because of Fonalitys roots in the open-
source Asterisk project, there are numerous call-recording appliances that can offload recorded
files into a more manageable interface for large call center environments.
Hosted PBX trixbox Pro is not built as a product for hosted IP PBX providers. If someone is
looking to resell trixbox Pro to end users on an extension-by-extension basis like other hosting
providers, they are looking at the wrong system.
Other VoIP Phones trixbox Pro is built on a set of well-tested and reliable VoIP phone options.
While any SIP-compliant phone is technically compatible with trixbox Pro, Fonality does not
recommend nor support the use of handsets other than those we have qualified. The use of
other phones with trixbox Pro can result in support issues that are difficult to resolve or have
unanticipated audio quality and stability issues.
5ectloo 1.9. lte-soles cbeckllst
To summarize the issues presented in the previous sections, the following Pre-sales Checklist
has been compiled. When selling any version of trixbox Pro, make sure that youve covered all
of these questions with the customer. This checklist is identical to the first-page pull-out. We list
it here for consistency and redundancy (important!)
1. What kind of business is the customer in? What types of activities does their staff do on the
phone?
2. Why is the customer looking to get a new IP PBX system?
3. What are the key features the customer is looking for in a new system? What kind of
system does the customer have now and what requirements is it not meeting?
4. How does the customer get dial tone now, and do they plan on changing their telco provider
during this process?
5. Does the customer have remote users that could take advantage of remote phone
capability?
6. Does the customer have more than one office?
7. Does the customer need multiple points of entry for their phone system or could they
benefit from this feature?
8. Does the customer need advanced call distribution (queuing) or know what it is?
9. How does the customers current Auto-Attendant work?
10. Review the customers needs vs. the three levels of trixbox Pro.
11. Match the customers call volume needs with proper hardware.
12. Have you discussed the requirements that VoIP puts on a network?
13. Have you discussed the network requirements of remote phones and branch offices (if
applicable)?
14. Have you discussed the installation options and gone over the basic steps of the
installation?
15. Have you reviewed their cut-over or provisioning plans?

16. Is it clear who will take care of coordinating the provisioning or cut-over with the telco?
17. Based on the provisioning and cut-over process, have you set a reasonable expectation for
installation time with the customer?
18. Have you planned a network assessment, and if not, have you warned the customer that a
network assessment is highly advised?
19. Have you discussed backup hardware and/or what happens if there is a hardware failure?
20. Have you discussed support options for trixbox Pro? Does the customer clearly know who
to call if there are issues during the provisioning stage? Installation? Ongoing operation?
What about for adds, moves, and changes?
21. Have you told the customer the pricing of the installation, set the scope of work to be
completed, and set pricing for adds, moves, and changes (if applicable)?
22. Have you sold Fonality Support?
"#$%&'( 1* 2( 3(%,'45$%&'( %' %,&67'6 +,'
trixbox Pro is primarily targeted at the business PBX market. While it can be used for other
purposes (such as a home installation or hosted enterprise), trixbox Pro is built as an easy-to-
configure yet powerful alternative for the hundreds of office phone systems available today from
companies such as Avaya/Lucent, Nortel, 3Com, Adtran, Cisco, etc.
5ectloo 2.1. Motket Ovetvlew
trixbox Pro has a Voice-over-IP architecture but does not have to be installed as a purely VoIP
solution. In fact, most customers who choose trixbox Pro are replacing an existing, aging digital
PBX system that does not use VoIP.
In the world of PBX systems, there are hundreds of choices for end users, not only in brands and
phone systems, but also in architectures and technologies. Unfortunately, this can lead to
misinformation and bad selling practices as many PBX providers use this opportunity to
overcharge customers for their products and services.
While you may already be familiar with the phone system market, it is helpful to understand
exactly where Fonalitys product fits in this market vs. other systems to properly position it as the
right solution for the right customers.
Generally, the oldest systems currently in use are Digital PBX systems with proprietary
signaling between the PBX server and the phones. These require separate wiring for the voice
systems within an office, vendor-specific hardware, and special knowledge to operate and
maintain such systems. Examples of these systems are the Nortel Meridian and Lucent Partner
systems.
Older digital PBX systems are known to be expensive to maintain - especially after their vendors
have stopped manufacturing handsets and replacement parts for older systems. However, they
are generally extremely reliable - and that reliability is the standard by which other PBX products
are evaluated.
More recent systems are hybrid systems that allow both VoIP and proprietary systems to co-
exist. In general, these hybrid systems were built so that end users with a large existing

investment in older PBXs could easily migrate to Voice-over-IP without switching out their entire
phone system. However, hybrid systems are expensive, since they retain the most costly part of
the infrastructure at the same time as adding new functionality and complexity.
Hybrid systems are the only choice for some large enterprises that find a complete overhaul of
their phone system too expensive or daunting. In many cases, the hybrid model will end up
costing the organization more in the long term because of the cost of maintaining two integrated
but essentially separate systems. Some organizations, by spreading the cost of the migration to
VoIP over a number of years, find this implementation favorable.
Recent systems, like trixbox Pro, are fully Voice-over-IP (VoIP) systems, transporting all audio
and signaling between the server and phones via IP packets routable over any IP network. The
benefits of this architecture are:
Shared infrastructure with the data network
Ease of expansion, either across the office, into branch offices, or for remote users across
the country or world
Phones become part of the IT infrastructure, rather than requiring dedicated and separate
physical and staffing resources
Ease of integration into other IP services, like internal databases and the Internet
The Fonality product line is completely VoIP inside the customer premises with the exception of
analog extension support.
Dial tone can come from a number of trunk connections other than VoIP. Fonality fully supports
analog, ISDN (BRI), voice T1 (T1/E1) dial tone, as well as SIP providers. Particularly with the
advent of services like Skype and Vonage, customers often confuse the term VoIP to mean
their phone service will be provided over the Internet rather than as fixed-line services from their
local provider.
It is very important that your sales people and integrators know and educate customers about
this difference. It is one of the most common points of confusion about VoIP systems in general,
since many people view services like Skype and Vonage as not ready for business as they
depend on reliable Internet services to provide dial tone. It is important that customers dont
think of trixbox Pro as a VoIP product because trixbox Pro is not limited to only VoIP (although
VoIP is, of course, fully supported). trixbox Pro is known as an IP PBX system.
In addition, one of the more recent competitors to the small business phone market is the
hosted PBX solution where the customer doesnt have any PBX equipment on premises. They
get both dial tone and PBX service from a remote provider for a small monthly fee and the cost
of their handset upfront.
These systems rely completely on your Internet connection for phone service, so people are
frequently disappointed by the reliability of hosted PBX solutions. The Fonality partner should
always approach a discussion involving a hosted competitor bearing in mind that the customers
Internet connection is the first and largest bottleneck to a successful hosted installation. With
some simple math, you can quickly point out to the customer that hosted may not work well at
their location. Keep in mind that a single VoIP call typically needs 80 kbps dedicated to ensure
quality.

5ectloo 2.2. Atcbltectotol Ovetvlew

Figure 2.2.1 - Example Network
As an IP PBX system, trixbox Pro differs considerably from competitive products, and much of
this differentiation comes from a unique hybrid-hosted architecture.
Traditional PBX systems, even those with VoIP capabilities, are fully resident within the customer
premises. Administration and changes to the system must be done from inside the organization
and any updates to the system have to be made at the customer location.
Some recent systems allow the use of remote management tools that allow changes to be made
offsite. Many times, these tools require dial-in phone lines, changes to firewalls, or dedicated
administrative interfaces requiring specific hardware or software.
The Fonality architecture model has the PBX at the customer location, giving the customer the
greatest flexibility for integration into their architecture while minimizing the impact that voice
services have on the Internet connection.
However, trixbox Pro administration is performed via a web interface hosted at Fonalitys data
center. This unique hybrid-hosted architecture allows for centralized administration and patch
management while maintaining the premise equipment for ease of integration into the Public
Switched Telephone Network (PSTN).
This architecture requires no installation of software, no changes to the firewall, and no remote
access setup like traditional PBX administration.

5ectloo 2.J. lbyslcol ooJ 5oftwote Atcbltectote


trixbox Pro runs on industry-standard PC hardware using a standard flavor of Linux (Cent OS),
the Asterisk open-source PBX, and hundreds of thousands of lines of custom code written by
Fonality developers. All software components are installed at Fonality. All servers by default
support HUD, CRM-integration, and offer a robust IP PBX phone system without any additional
requirements.
trixbox Pro uses industry-standard SIP-compliant phones from manufacturers like Polycom and
Aastra. In addition, Fonality can support many other SIP-compliant devices, including Siemens
Gigaset SIP DECT phones, Eyebeam Softphones, and other SIP software clients. In fact,
through testing, we have not yet found a SIP phone that could not be registered with trixbox Pro.

Fonalitys HUD (Heads-Up Display) can be installed on user workstations for added functionality
and CRM integration. HUD is not location-dependent; it can be installed on any computer
(Windows XP and higher, Mac OSX 10.4 and higher, and even Linux) from any location. HUD is
not a softphone, but it allows a user to initiate a call through HUD whether or not they are near
their phone. Using HUD in combination with a softphone allows your telecommuters to be
productive from anywhere with an Internet connection.
Some setup examples are provided below demonstrating a variety of configurations that trixbox
Pro supports. As you will see, the Fonality hybrid-hosting architecture, combined with the
flexibility of Asterisk, provides a platform for small business and enterprise alike.
5ectloo 2.4. 5lmple 5loqle Offlce 5etop

In the case of a single office installation on a pre-existing data network, the architecture is
simple.
trixbox Pro is installed on the customers internal network in this case a 192.168.1.X network.
trixbox Pro is given a static IP outside of the normal DHCP range for the network.
The customers phone lines (analog POTS or PRI) are plugged directly into the appropriate
cards on the server and provide an external connection to the PSTN for the IP phones via the
LAN.
When the phones are plugged into the network, a pre-existing DHCP server (usually a router)
leases unique IP addresses to each phone. The DHCP server should provide DNS and a time-
server to the phones.

In this architecture, phone calls arriving on the carrier lines are converted to SIP packets by
trixbox Pro then mixed in with data traffic on the switches as they travel throughout the network.
No firewall changes are required for the administration of trixbox Pro since it initiates an
outbound connection to the Fonality Data Center hosting the administrative interface application.
For a small office (20 users or less) with low utilization of the data infrastructure, this architecture
works smoothly. Since no VoIP traffic is passing outside of the network, this architecture
requires no changes to the firewall or Internet connection.
The setup of a simple architecture of this type requires Sections 5.1.1 to 5.1.8.

5ectloo 2.5. 5loqle Offlce 5etop wltb kemote usets

The architecture for a small office with remote users is very similar to the example above.
For many small offices, a driving factor for purchasing a trixbox Pro system is the ability to easily
add remote users (telecommuters). trixbox Pro treats remote users as if they were part of the
internal telephone system. Outside callers that dial remote users extensions have no idea that
these users are not at the central office location. Remote callers can call to the central office at
no charge without using a phone line. Finally, the costs of remote users are consolidated into a
single broadband connection, rather than the individual costs of broadband, phone lines and
possibly extra Direct Inward Dial (DID) numbers.
This same architecture can also be used for a small office with frequent travelers who want to
use their trixbox Pro extension when receiving or making calls on the road.
In this architecture, firewall changes must be made for the Fonality server to register (i.e.
recognize) the remote handset and to pass voice traffic to and from the handset. These changes
require port forwarding on a specific set of ports for UDP traffic incoming from the remote phones
(specifics covered in Section 5.5: Setup of Remote Phones). Note that port forwarding may
need to be configured on both the office firewall and the remote-users firewall. Most firewalls
implicitly trust connections that are initiated inside-out. The firewall at the remote location must

be able to accept incoming SIP connections (e.g. when someone at the office dials the remote
users extension). Reports of one-way audio or no audio are commonly the fault of an
improperly configured firewall.
Since VoIP traffic is now traveling over the Internet to the telecommuter or traveler, the quality of
the Internet connection becomes a concern. The technical details of Internet connections are
covered in Section 3.13: Remote Phone Bandwidth Considerations.
In general, as long as an office has a firewall providing some level of Quality of Service (QoS) for
voice traffic, the existing data connection should be sufficient to serve phone calls to and from
remote users. The more voice traffic shared on the data connection, the greater the likelihood of
performance issues that manifest as deteriorating audio quality.
A business-class DSL or T1 is preferred over a consumer DSL line for this architecture. If you
cannot order business-class Internet service in your area, pay special attention to the uplink
speed of whatever Internet services are offered.
The setup of this architecture requires Sections 5.2.1 to 5.2.8, along with the firewall and remote
phone configuration outlined in Section 5.5.
5ectloo 2.6. Moltl-8toocb Offlce 5etop wltb ceottollzeJ cottlet coooectloos
In the same way that companies with remote users can reduce the costs of those remote users
while enhancing their voice experience, multi-branch offices can realize bigger cost savings and
better integration of voice using trixbox Pro. However, with many (even dozens of) simultaneous
calls at once between branch offices and a main office, the data connection requirements increase
significantly.

In these architectures, a single physical location will provide the interface between all branch
offices and the Public Switched Telephone Network (PSTN). Purchasing a T1/E1 of 23-30
channels can be significantly cheaper than purchasing sets of 2-6 lines for multiple branch
offices providing a scalable solution for the customer.
Since telecom costs traditionally benefit from volume pricing, aggregating your telephony
connections in one location can save money, simplify administration, and automatically balance
line availability between sites as needed.
The main disadvantage of this architecture is that with all traffic coming from a central location,
there are single points of failure where trouble with a router or broadband connection could take
down the traffic in many locations at once. For this reason, it is important to help customers look
at their data infrastructure during the planning and assessment process. Data connections for
the branch office and satellite offices that operate on the same ISP are a must - and in fact,
service level agreements that independently guarantee the traffic to the Internet and the data
traffic to branch offices (through the use of an ISPs private networking products) are highly
recommended.

Fonality products can work in
two different ways with a
multi-branch office setup.
Similar to the example above,
the remote phones can be
placed at remote offices and
bandwidth can be provisioned
to each one of those locations
from the central office. The
technical setup is very similar
to the remote user example
above with the main
considerations being the
firewall and bandwidth. This
is a low-cost but inefficient
solution for a larger branch
office.
Using Fonalitys linked-server
technology, each branch office
can leverage the PSTN
connection from the main
office while reducing the
bandwidth required across the
WAN. While the trixbox Pro
installed at a satellite office
may not have a connection to
the PSTN, they offset the cost
of features like voicemail,
extension-to-extension calls
(within the same office), and
external calls are negotiated
server-to-server instead of
server-to-phone.
The setup of this architecture
requires Sections 5.2.1 to 5.2.8
and branch server configuration
outlined in Section 5.7.


5ectloo 2.7. Moltl-8toocb Offlce 5etop wltb Moltlple cottlet coooectloos

Because the architecture above hinges on a single point of failure, many enterprises with multi-
branch setups have multiple carrier connections in branch locations. This architecture leverages

the same cost benefits of a centralized architecture but adds the marginally more expensive step
of adding backup links to the PSTN at key branch locations.
Unlike the Multi-Branch Office with Centralized Carrier Connections, this architecture requires
the use of trixbox Pro branch servers. The servers at the branch locations are setup with the
appropriate cards to support backup lines (usually analog or ISDN/BRI connections). trixbox Pro
dial plans allow for outbound calls on these backup connections if the primary connection
becomes unavailable.
With some creative routing by the PSTN provider, this setup can also allow a branch office to
take over call capabilities in the case of an outage at the main office.
The setup of this architecture requires Sections 5.2.1 to 5.2.8, branch server configuration
outlined in Section 5.7, and dial plan configuration in Section 5.2.14.

5ectloo 2.8. Moltl-8toocb Offlce 5etop wltb 5ll ooJ cottlet coooectloos

The final architecture is an example of how you can make the various connection types of trixbox
Pro work together to lower cost and increase robustness.

In a multi-branch architecture, we add SIP outbound calling using a SIP provider at each
location. SIP dial tone can be provided at a very low cost to trixbox Pro from dozens of SIP
providers. This allows for outbound call routing using low-cost carriers. In fact, you can easily
configure this on the simplest of architectures to reduce outbound calling costs even if you want
to keep your incoming calls coming over the PSTN.
The setup of this architecture requires Sections 5.2.1 to 5.2.8, branch server configuration
outlined in Section 5.7, dial plan configuration in Section 5.2.14, and custom SIP configurations
beyond the scope of this document. In addition, it is likely that with an installation this complex,
youll need experience with enterprise-class routers, VLANs, and implementing QoS throughout
a large network.
As the variety of architectures demonstrates, trixbox Pro allows you to have extremely flexible,
robust, and extensible voice architectures in any small business or enterprise. As a professional
installer and Fonality partner, it is important that you know the limits of your knowledge before you
dive into larger, more complex installations.
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Since trixbox Pro architecturally resembles a network server rather than a standard digital PBX,
it is important that all trixbox Pro installers (and salespeople) understand some of the more
technical aspects of trixbox Pro and VoIP. This section is a compilation of the required tools
that installers need to understand before installing or selling a complex trixbox Pro configuration.
Some of the information contained in this section is very technical in nature, but dont be worried
if you dont walk away with a complete understanding of setting up a VLAN or QoS. Whats
important is that you know what it does and under what circumstances it is needed, so you know
what your capabilities are as a Fonality Partner.
If youre an experienced installer of VoIP phone systems, some of the following information is
likely part of your current knowledge base. However, we do recommend a cursory read through,
as some of the items covered are Fonality specific (such as Sections 3.1, 3.3-3.5, and 3.12).
5ectloo J.1. ttlxbox lto uN5
Since trixbox Pro is an IP server, it has a DNS name used by other Fonality devices.
The DNS names of Fonality products are automatically generated. The server will determine
both its internal or external IPs and send this information to the Fonality DNS servers, which in
turn are used to send this information to other DNS servers on the Internet.
The internal DNS name of a trixbox Pro server is:
s[nnnnnn].trixbox.fonality.com
Where [nnnnnn] is the 6-digit server number of your trixbox Pro.
For example, server number 145399 has an internal DNS name of:
s145399.trixbox.fonality.com

The external DNS name of a trixbox Pro server is:
s[nnnnnn]x.trixbox.fonality.com
Using the same standard as the internal address but with an x after the 6-digit server number
(hint: x means external).
Because of this automatic numbering scheme, changes to your network may change the IP
addresses associated with your trixbox Pro. These DNS names take time to propagate through
the Internet. To avoid problems with DNS when installing Fonality server products, always
consider the following:
1) Always try to keep the servers internal and external IP constant (refer to Section 3.3)
2) Pay close attention to the DNS requirements of trixbox Pro (Section 3.4)
3) When making changes to the network, allow the DNS to update and propagate (may take an
hour or more). Until DNS records update, you may experience service interruption for internal
and external phones.
5ectloo J.2. voll - wbot uo l NeeJ to koow?
Fonality is, internally, an all-VoIP PBX solution. That means that all voice traffic between the
server and handsets (remote or otherwise) passes as IP traffic over a data network.
Voice-over-IP packets, to most networks, look the same as data packets. Switches, routers, and
bridges see MAC addresses and IP addresses (depending on the network layer) and pass voice
traffic the same way that they pass data traffic - first in, first out. More advanced networks know
the difference, but your basic, everyday switch in most customer locations wont know how to tell
the difference.
However, the cargo contained in VoIP packets is fundamentally different from the data network.
Voice packets need to arrive within a fixed amount of time and in a particular order so that the
audio can be heard reliably. Any delay or missing audio packet can cause problems described
as drop outs or jitter on a VoIP system.
By way of analogy, customers may understand the difference if you illustrate using the following
two points:
1) Data packets are like softballs thrown through the Internet. Large, chunky, and any softball
can be thrown in any order.
2) VoIP packets are like dominoes lined up in a complex Rube Goldberg design where each
element is specific and the order is exact. Even one domino out of place will be noticeable.
Too many out of place will cause the call to drop.
TCP/IP and the related Ethernet protocols are extremely robust networking protocols that can
easily address networking problems using a variety of collision detection and retransmission
protocols. In most data networks, these protocols work together to deliver data with 100%
accuracy to any end point on the network.
However, when networks get congested, problems occur, especially for VoIP. Under heavy
load, some network devices can hold (or buffer) packets for milliseconds, drop them, or mix their

order for delivery to end-point devices. All of these situations have negative consequences for
VoIP.
When selling or installing trixbox Pro, It is very important to address the network that the trixbox
Pro will run on. Most networks in todays businesses are 100 mbps networks or Gigabit
networks with the capacity to easily deal with hundreds of voice calls at once and dozens of
simultaneous, high-bandwidth data transactions.
For a small office network with 10 users and a 100 mbps switch, VoIP packets will almost never
get mixed up. The data requirements will not saturate the bandwidth available - and the few
VoIP calls going on at once will slip through even under heavy load.
In larger organizations however, as networks get bigger and more complex, the potential for
problems increases. While the infrastructure on a given floor of an office building may be 100
mbps or Gigabit, between floors and buildings, these links may become bottlenecks as the traffic
from hundreds of users and from dozens of servers start to saturate them.
The bigger the customer, the more you need to know about their existing data infrastructure.
In some of the largest installations, customers may implement traffic restrictions on their networks to
allow for VoIP traffic to pass more freely than data; separate links for VoIP traffic either to the switch
or to their data center; completely separate the VoIP network from the data network. All of these
implementations require manpower and knowledge about the customers network, so never sell or
install a trixbox Pro in a large environment assuming that the IT department will do everything for the
new system no questions asked.

Specific assessment questions related to VoIP are included in Section 5.1.3 and more
information regarding the VoIP requirements of remote phones is included in Section 3.13.
More information about VoIP considerations is available here:
http://help.trixbox.com/Planning_Your_Network_for_VoIP
It is important to note that Fonality will not provide support for audio quality issues that are
caused by networking issues or limitations in network infrastructure. However, this is an
opportunity for Fonality Partners to provide value-added service.
5ectloo J.J. ttlxbox lto tepoltes o stotlc ll oJJtess
All trixbox Pros require a static IP address on the internal network to function properly.
Fonality handsets are programmed to resolve the location of the server based on DNS names
programmed during the provisioning process. While this DNS resolution can deal with periodic
changes of the servers IP (due to moving locations or major network changes), the update of
these DNS records can take minutes if not hours leaving phones without a connection for long
periods of time.
If you install a trixbox Pro with DHCP active, dont worry, the DNS name will update with the
static IP address that you give it within a few minutes.
If the customer prefers, he or she can reserve the trixbox Pros IP using a DHCP assignment
instead of a static IP.

More information about DHCP and Static IP assignments are available here:
http://help.trixbox.com/Avoiding_IP_Address_Conflicts
5ectloo J.4. uN5 oo looollty Netwotks
Fonality requires that all phones use the trixbox Pro as their DNS server. If the phones are
getting their IP information from a DHCP server other than the trixbox Pro, the DHCP server
should be sending out the IP address of the trixbox Pro as the primary DNS server.
This irks many IT people to no end since they may already have very specific DNS requirements
for their networks.
First - heres why Fonality has this DNS requirement:
1) The Fonality system is theoretically able to operate without an Internet connection. While the
administrative interface will not operate without an Internet connection, phones can make
and receive calls via analog or PRI connections.
2) If the Internet connection fails, DNS servers that resolve DNS names externally will no longer
be able to respond back properly.
Fonality IP phones are configured to use trixbox Pro's internal DNS name as their "server" -
snnnnnn.trixbox.fonality.com (See Section 3.1 for an explanation of this nomenclature). If the
Internet goes down and the phones are getting DNS from a router that is resolving DNS from an
outside source, eventually, the phones will no longer be able to find the server.
Even though the phones are still located on the same physical LAN as the trixbox Pro, they lose
the ability to pinpoint the servers location (i.e. they dont know the IP).
Setting the trixbox Pro as the Primary DNS ensures that the phones will get a response from
DNS inquiries even if the Internet connection is down.
Thus, customers with specific DNS requirements have the following choices to ensure that their
trixbox Pro continues to run if their Internet connection has issues:
Setup an advanced DHCP server that can serve different DNS entries to different devices
based on the MAC address of the device. Your phones can get the trixbox Pros IP as DNS
and your computers can get your internal/external DNS servers IP (recommended).
Make the trixbox Pro the primary DNS for DHCP, and use DNS forwarding to forward all
non-Fonality DNS resolutions to their existing DNS server. (more information on DNS
forwarding is available at: http://help.trixbox.com/Primary_DNS_Server_Requirement)
Statically assign each phones IP address and DNS server. Warning: phones may need to
be manually configured if your networks IP range changes.
Change the configuration server (TFTP server) in each phone to the IP address rather than
the DNS name of the trixbox Pro. Warning: if trixbox Pros IP address changes, each
phone will need to be individually updated.
Fonality will not support any configuration other than one where the phones acquire DHCP from
the network and receive the trixbox Pro as the primary DNS server.
More information on this issue is available here:

Fonality Confiuential - B0 N0T BISTRIB0TE - Su -
http://help.trixbox.com/Reliable_phone_service_during_Internet_outages
5ectloo J.5. nybtlJ-nosteJ xploloeJ

Figure 3.5.1 Fonality!s Hybrid-Hosted Architecture
Fonalitys hybrid-hosted model means your trixbox Pro has a very specific relationship to
Fonalitys data cluster.
When any trixbox Pro comes online for the first time, it will attempt to get an IP address from the
DHCP server running on the local area network. As specified in Section 5: Installing trixbox Pro,
the first thing to do is specify a static IP address via the Admin Panel located at
http://cp.trixbox.com.
Once trixbox Pro can find the Internet, it initiates a VPN connection to Fonality using a program
called vtun. Once the handshake process has completed and the tunnel is established, traffic
exchanged between Fonality and any trixbox Pro uses SSH or HTTPS on port 8000. This
process happens transparently before youve even configured a single phone or accessed the
admin panel.
Using this connection, the Fonality data cluster discovers both the internal and external IPs of
the trixbox Pro. It uses this information to populate the DNS records -
snnnnnn.trixbox.fonality.com and snnnnnnx.trixbox.fonality.com.
Note: networks with load balancing must be configured to route traffic on port 8000 via the
correct IP address. This requirement is also true for remote phones via UDP ports 5060 and
10000-20000.
Once the DNS names of the servers have been established with the Fonality data cluster and
the reverse VPN tunnel is created, you can setup and configure IP phones.

Fonality Confiuential - B0 N0T BISTRIB0TE - S1 -
The configuration files used on your server are contained in two places: both on the Fonality data
cluster and on your trixbox Pro. In general, this means that Fonality has a duplicate of your
trixbox Pros configuration in case of failure.
In fact, when you make a change to the administrative interface (covered in Section 4.3) you are
actually making a change to the configuration files on the Fonality data cluster. Changes are
then transparently synced with your trixbox Pro over the VPN tunnel.
For those familiar with Asterisk, many of the changes that you may want to make manually on
your trixbox Pro will be overwritten as part of this process. Fonality Support will not be able to
assist you with any changes you may make outside of the Admin Panel. Custom configuration
changes will not be backed up, so each time you make a change via the Admin Panel, your
custom changes will be overwritten.
5ectloo J.6. uncl scope ooJ looollty lbooe ll kooqe
In the interest of troubleshooting in the future, some installers prefer to use a separate DHCP
range for Fonality phones compared to computers and other network devices. This range would
be in the same subnet, but in a different part of the local network.
The following table shows an example DHCP Server configuration on a simple customer
network:
DHCP Info Gateway: 192.168.1.1 Subnet:255.255.255.0
Computers 192.168.1.10-.99 255.255.255.0
IP Phones 192.168.1.100-.199 255.255.255.0
trixbox Pro 192.168.1.2 255.255.255.0

Specific DHCP scopes have been defined for computers and phones separately. trixbox Pro has
an IP address outside either scope. This setup will provide maximum reliability.
This also helps with troubleshooting because you can look at information containing IP
addresses (such as traffic logs) and determine quickly if the traffic originated from a phone or
computer on the network. We recommend this practice in locations with more advanced DHCP
servers that can easily allocate IP addresses by MAC address range.
Some customers will also prefer to separate the phone IP range into a completely different
subnet than the computers on a network. While possible, this is usually an unneeded
precaution. Generally the bandwidth provided by internal networks is more than enough to share
data and voice on the same subnet. Separating phones and computers on the same subnet can
also introduce an undue amount of complexity in network architecture, including the need for
routing from two different subnets and the physical requirements of maintaining two networks.
However, combined with VLANs (Section 3.7), a separate IP range can be more easily
managed. It may also be desirable to separate IP ranges for security reasons (Section 3.10).

The following article discusses the Pros and Cons of segregating the phone and data networks:
http://help.trixbox.com/Tips_for_Security_and_Performance#Using_a_separate_VLAN_for
_phones_and_computers.
5ectloo J.7. vlANs
VLANs are Virtual LANs. VLANs logically separate the traffic on your network. Imagine having a
switch split in half inside, but the box you see is a single device.
VLANs are software controlled. Frequently, switches that support VLAN configurations allow you
to make changes to any port on the network from a central software interface.
VLANs are both extremely powerful and dangerous. In the wrong hands, VLANs can create an
overly complex and unstable network. In the right hands, VLANs can alleviate traffic bottlenecks,
optimize links between switches and routers, and maintain superior voice quality by limiting
bandwidth consumption of data applications.
This guide does not cover specific configuration details for VLANs, but in combination with a
VoIP system like trixbox Pro, VLANs can ensure successful delivery of voice packets with little
change to your existing physical infrastructure. There are many other reasons to use VLANs
such as better security and resistance to certain types of network failures.
There are two primary ways to implement VLANs in conjunction with trixbox Pro. The first is to
implement two different DHCP servers on two different VLANs. This configuration separates
your voice and data traffic without requiring any physical re-wiring of your existing network.
The second method employs a VLAN to segment traffic on the network and prevent certain types
of traffic from consuming all of the available bandwidth. For instance, if there are computers
from another company sharing your Internet connection, the use of a VLAN can separate your
companys traffic from the other companys traffic as it travels through your network switches.
Think of VLANs as HOV lanes on the highway, and you are in control of who gets to use the
HOV. This can be particularly helpful for security purposes (see Section 3.10).
The following article discusses the Pros and Cons of various VLAN implementations:
http://help.trixbox.com/Tips_for_Security_and_Performance#Using_a_separate_VLAN_for
_phones_and_computers
Fonality will not provide support for configuring VLANs your network.
5ectloo J.8. Ooollty of 5etvlce
Like Virtual LANs, Quality of Service (QoS) is a complex topic with a variety of implementations.
In general, QoS is used near network bottlenecks such as slower WAN/Internet connections,
but QoS can be used across LANs as well.
A more detailed discussion of QoS and how it works with VLANs is available here:
http://help.trixbox.com/How_do_I_use_QoS_on_my_network%3F

Fonality Confiuential - B0 N0T BISTRIB0TE - SS -
In general, with customer locations that use more than a few remote phones, it is a good idea to
have routers connected to the WAN implement QoS features like Priority Queuing and
Bandwidth Management.
In particular, effective use of QoS reserves a portion of bandwidth at all times for voice calls.
Large downloads can very easily cause audio interruptions on the fastest of Internet connections
since data applications will frequently use all available bandwidth. We refer to these applications
as burst apps because their use of bandwidth comes in bursts at need (e.g. email, web, FTP,
etc.)
The use of SNMP tools like Dartwares Intermapper and MRTG can be used to see real-time
status and bandwidth use of router interfaces isolating audio issues to corresponding network
issues.
Fonality will not provide support for implementing QoS on your network.
5ectloo J.9. use of 2oJ lott oo copoble ll lbooes
Many IP phones have a second Ethernet port that can act as an Ethernet drop for a computer on
the same desk. Most of the higher-end SIP phones have this port, including the Cisco 7960,
Polycom 5XX/6XX, and most models of Aastra phones.
On almost all phones currently available with this feature, this port is a 10/100 Mbps Ethernet
port that functions as a switch port but does not provide any routing capabilities.
Most double-port IP phones have a specific port for the workstation and another for connection
to the network, indicated by icons on the bottom of the phone. In addition, some Polycom
phones have specific RJ-45 couplers that allow only certain cables providing power to be
plugged into the network port.
In general, this port can be used very effectively in cases where not enough Ethernet ports are
available to dedicate one to the phone and one to the workstation. However, it will limit the
workstation speed on a Gigabit-capable network to 100 mbps. If power to the phone fails (i.e.
bad PoE adapter), the workstation will lose Internet access.
Some phones can tag packets with 802.1Q VLAN identifiers, so a phone and workstation can
use two different VLANs via the same physical wire as long as the network switch is properly
configured. In addition, some smart switches are able to determine the type of packet received
on a physical interface and tag it for the appropriate VLAN.
5ectloo J.10. 5ecotlty, octyptloo ooJ vlNs
It is important to note that SIP traffic is transmitted as unencrypted UDP traffic. Thus, if the
packets are sniffed and stored, it is relatively trivial to reconstruct a conversation.
As a result, in an environment where security is a concern, there are a few precautions that
should be taken. VoIP servers and switches used for voice traffic should be locked in
datacenters or data closets. You can restrict the possibility of unauthorized monitoring by
implementing VLANs, physically segregating your voice and data networks, or by implementing
MAC-address filtering.

For remote users, more industry standard tools can be used to protect your SIP calls. The use
of VPNs (software or hardware) can easily encrypt and protect the audio stream of remote
phones. The phones themselves do not have built-in encryption.
Read more information about the use of VPNs with Fonality products here:
http://help.trixbox.com/Setting_Up_Remote_Phones#Using_a_Network_VPN_Connection
Fonality will not provide support for configuring VPNs on your network.
5ectloo J.11. lowet ovet tbetoet
A number of Fonality-supported phones support the IEEE 802.3af Power over Ethernet standard.
These include the following phones:
! Aastra 9133i
! Aastra 57i
! Aastra 480i
! Polycom IP501 (With adapter only, sold separately)
! Polycom IP650

The 802.3af Power over Ethernet (PoE) standard provides 48V power over the Ethernet cable in
order to power devices. This power is provided by PoE enabled switches made by a variety of
manufacturers including Linksys, SMC, Cisco, Dell, and Netgear.
Note: Do not plug the Polycom IP501 into a 48V PoE port without the Polycom adapter. This
can damage the Polycom.
The trixbox Pro Appliance includes a 4-port PoE switch.
More information about Power over Ethernet is available, along with a list of recommended PoE
switches. Any PoE switch conforming to the 802.3af standard should work with these phones,
as long as standard wiring specs are followed.
http://help.trixbox.com/Recommended_POE_Switches
5ectloo J.12. 911/999 ooJ metqeocy tespoose
VoIP systems can be configured in ways where the handset is not physically located in the same
place as the server. Unfortunately, in the case where an emergency call needs to be made, this
can cause problems.
It is important that users are trained to configure their extensions with the correct address
information and that dial plans are set up for 911 and 999.
Sections 5.2.14: Setting up Dial Plans and 5.4.2: User Control Panel provide configuration
information for Emergency services.
Users can mistakenly dial 911 on any phone system that uses a prefix of 9 to make outgoing
calls. In the case of long distance dialing, the user will dial 9 then 1 and, in rare cases, dial
another 1 by accident. trixbox Pro is configured by default with a dial plan matching 911 and the

call will automatically complete. Realizing their mistake, if the call is hung up, 911 operators
must dispatch the police (in the US).
The following Fonality article deals with this issue:
http://help.trixbox.com/How_To_Stop_Accidental_911_Calls
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A standard VoIP call using the g711 ulaw codec takes 80 kilobits per second of bandwidth (64
kbps payload with approximately 16 kbps overhead). While this number is not significant
compared to the overall capacity of many broadband connections (which are measured in
Megabits per second), bandwidth alone is not the only consideration. In addition, depending on
the configuration of your system, the relevant information may not be the download speed but
rather the upload speed of your connection. On some DSL connections, the upload speed can
be as low as 128 or 256 kbps.
For central office locations that have multiple remote users, upload speeds are more critical,
since a single Internet connection may have to handle multiple audio streams from different
remote users. In these cases, bandwidth in excess of 512 kbps is a good idea, along with a
router that has the QoS features discussed in Section 3.8.
Latency and Packet Loss can also cause audio quality issues for remote phones. In general, an
aggregate latency in excess of 150 ms will result in a noticeable delay to the person on the other
end of the call, similar to a bad international connection. Taking into account the delay
introduced by various conversions and components, remote links should have no more than 100
ms average latency from a remote phone to the trixbox Pro (for best quality). Consistent 0%
packet loss is desired for best audio quality.
Both Latency and Packet Loss can easily be tested using ping tests over the network.
If the latency is inconsistent, end users may report audio stutter otherwise known as jitter. In
general, the standard deviation of a ping test should be 15 ms or less. The example below
shows consistent latency averaging 100.555 ms. This connection is considered acceptable.
PING s112345x.trixbox.fonality.com (66.92.80.2): 56 data bytes
64 bytes from 66.92.80.2: icmp_seq=0 ttl=52 time=100.473 ms

--- s112345x.trixbox.fonality.com ping statistics ---
902 packets transmitted, 902 packets received, 0% packet loss
round-trip min/avg/max/stddev = 96.919/100.555/102.765/1.835 ms

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Fonalitys trixbox Pro combines an innovative architecture with standard hardware in order to
provide a new IP PBX offering unlike any other. Many customers will see the natural advantages
of trixbox Pro over other offerings, but it is important to adequately educate customers on why
trixbox Pro is the best choice.
The telephony market is an extremely complex selling environment, compounded by the relative
technical inexperience of IT decision makers at many companies. Unlike selling IT equipment,
there can be the perception that buying an IP PBX is a simple process, no more complex than
selecting a vendor and choosing a number of phones.
The reality, of course, is that there are fundamental differences between vendors and products
not only in features and price but also in the underlying architecture. What many buyers do not
realize is that these more fundamental choices can drastically affect the audio quality, stability,
and functionality of their IP PBX.
trixbox Pro sits in the sweet spot of IP PBX system sales: a lower price than the established
providers (like Avaya, Nortel, etc.) with a wider feature set and more flexibility; while still
providing a superior solution over fully hosted offerings that try to under-cut traditional IP PBX
pricing by eliminating CPE at the cost of uptime.
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We covered Hybrid Hosted architecture in detail in Section 3.5, but for many customers the
section was overly technical. Here we present a more succinct explanation of Hybrid Hosted.
Here are the key points that a customer needs to know about trixbox Pros architecture:
Stability - Unlike other fully hosted IP PBX systems, trixbox Pro uses a server at the customers
location freeing the customer from depending on their Internet connection for 100% uptime. This
is a key issue overlooked by many buyers who dont realize how badly the fully hosted solution
fails (completely) when their Internet connection goes down.
Flexibility - Locating trixbox Pro at the customer location enables a variety of connections to the
telephone network, including analog phone lines, digital T1 (PRI), ISDN-2 or ISDN-30 (BRI), and
SIP trunks or VoIP lines.
Simplicity - Internally, trixbox Pro uses VoIP handsets (with the exception of analog extensions)
that provide a single, simple architecture.
Some established IP PBX providers offer a hybrid digital/VoIP system that uses digital (non-
VoIP) handsets internally with VoIP externally. Fundamentally, this creates additional
complexity, resulting in more failure points, additional wiring requirements (since digital handsets
require separate wiring), and more maintenance.
With the proper network assessment and the use of Power over Ethernet (PoE), Fonality VoIP
handsets can provide the same functionality and quality of any digital handset.

Longer Lifetime - Because trixbox Pros architecture is based on industry standards - IP, IAX2,
and SIP for audio, HTTP for administration, and even NTP for time synchronization, trixbox Pro
will not become obsolete as quickly as other proprietary digital architectures.
Fonality handsets are SIP-compliant handsets certified and tested by Fonality and the
components used in trixbox Pro are standard as well. Because these components are
standards-based rather than designed for just one system, obsolescence is unlikely since other
manufacturers components can be sourced if a primary manufacturers become unavailable.
Ownership and Control trixbox Pros architecture means that your organization keeps control of
everything: your equipment, your phones, and your phone lines. In a fully hosted architecture,
the provider frequently owns the customers equipment; the lines are ported offsite; and the
server is not under your control.
A lack of ownership means that changing from that provider in the future will be extremely
difficult and time-consuming. After all, what incentive does the provider have to port your
numbers to another provider quickly? None.
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When selling trixbox Pro on a features-basis, it is very easy for a potential customer to get
overwhelmed by the sheer number of features, so keep it simple. Only dive into detail once you
have better assessed their specific needs.
Every potential customer should be informed about these major, top-level features:
Full Functionality - Youre not sacrificing features for price. trixbox Pro gives you a complete
business feature-set, with a clear upgrade path to complete call center functionality.
Remote Phone Support - Being a purely VoIP solution, remote phone support is baked in to the
architecture. There is no difference between remote phones and other phones - any phone
used with trixbox Pro will work remotely after simple reconfiguration.
Branch Office Support - If customers have more than one location, they can save calling costs,
have excellent voice quality, and create a better customer experience by using branch office
servers to connect offices across the street or across the world.
Remote Administration - With web-based administration, configuration is not only easier than
other systems but also extremely flexible. The hybrid hosted architecture means that you can
add holiday messages or change forwarding remotely without being near your phone.
Hot Desking - The use of VoIP internally means that Hot-Desking the ability for you to take
your extension with you to a different location in your office is a built-in feature.
Ease of Use - There is no system easier to use than trixbox Pro or easier to administer.
Choice of Phones - SIP phones are standards compliant, so there are a variety of phones
available with different features (wireless or wired, receptionist or sales person) at different price
points.

Open Architecture - Because of its lineage, trixbox Pro can leverage a variety of plug-ins, scripts,
and other 3rd party integration options that other proprietary systems dont have.This includes
things like Sales Force integration, Outlook integration, Firefox extensions, and more.
Upgradeability - If you want additional features available in the Professional or Call Center
Editions, you can upgrade your system via www.trixbox.com with a few clicks of the mouse.
Upgrade from anywhere at any time as you grow.
Reporting - The detailed reporting available in both the call reporting and in the Advanced Call
Distribution menus means easier and faster analysis of your ability to respond to your customers.
Quickly understand how to make your phone system a competitive edge rather than a burden on
your customers using call reports.
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Installers often overlook one of the most important steps in installing a trixbox Pro: the pre-
installation assessment and planning of the installation.
Frequently, in order to reduce the upfront cost of selling a trixbox Pro, a sales person may
overlook elements of the checklist in Section 1.9.
Whether you are in sales or involved in the installation process, it is important to go through the
pre-installation assessment to ensure you configure the trixbox Pro to suit the customers needs.
In particular, realize that many companies purchasing a trixbox Pro come from systems that
have significantly less flexibility and functionality. Thus, the process of installing a system and
having them understand the full capabilities of trixbox Pro and how it can be used in their
business can actually take weeks or more.
For instance, many customers have never used a system supporting multiple Auto Attendants.
This simple enhancement can radically change a customers use of their phone system. Instead
of using a single point of entry with many menu options, they can use their system with multiple
incoming phone numbers to help guide customers without human interaction. Of course, this
requires republishing phone numbers on marketing materials for their website, meaning that a
simple enhancement of their phone system can result in changes that permeate an entire
company.
Thus, as a Fonality Partner, consider every additional feature as a new opportunity to create
revenue by charging customers for consulting on best practices relating to their new voice
services. This can also be an opportunity to lose money if the customer is getting consultative
services that require hours or days of your time for free.
The following set of assessment questions and topics are made to protect Fonality Partners from
losing revenue and wasting time onsite, and, in fact, they can easily be used to find revenue
opportunities. Some of the following questions are the same as those that should be asked in
the pre-sales process, but asking them again is simply a way to verify that the information used
for the installation is accurate. Additionally, the contact at the customer may differ for the pre-
sales and installation process, so gather all possible information both from the non-technical and
technical contacts at a business.

For some customers, an onsite assessment may be required to gather this information since
many times customers are not aware of many of the details themselves. Frequently, if presented
properly, this assessment can be charged separately from the installation.
Other customers may be moving into a new physical space when installing a trixbox Pro. In
these cases, keeping in touch with the people in charge of wiring, the PSTN provider/installer,
and anyone responsible for the onsite IT infrastructure will make your job easier.
These questions are divided into the following sections:
Physical Installation Questions (Section 5.1.1)
Network Infrastructure Questions (Section 5.1.2)
VoIP Functionality Questions (Section 5.1.3)
User Extension Questions (Section 5.1.4)
Call Attendant Questions (Section 5.1.5)
Administration Questions (Section 5.1.6)
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Where will the trixbox Pro physically be installed or where is the current phone system installed?
Because trixbox Pro installs on a standard PC or rack-and-mount server form factor, many
existing phone installations may differ significantly. In particular, many systems by Nortel or
Lucent are wall-mountable using cases that have smaller footprints than standard PCs, so, when
placing a trixbox Pro in the same location, wall brackets or other hardware may be required. The
trixbox Pro Appliance can be wall or rack mounted.
What kind of interface will the customer have with the Public Switched Telephone Network?
What type of PSTN interface will the trixbox Pro server have? Generally, one or more of the
following:
! Analog Lines, otherwise known as POTS lines, Regular Phone Lines or the same as
residential phone lines. Note: trixbox Pro does not support Call Waiting on analog lines.
! BRI, otherwise known as ISDN or ISDN-2 (in Europe)
! PRI or PRA, otherwise known as T1, E1, or ISDN-30 service (in Europe)
! SIP Trunks (i.e. Bandwidth.com, or any other VoIP provider)
! Another type of SIP account (such as their own private SIP provisioning)
Each one of the connections listed above requires a different interface to the trixbox Pro, so it is
critical that an installer matches the desired interface to the PSTN with the cards purchased for
the installation.
Does the customer have either rack space or a place to physically install the server where the
server will be within cabling range of the phone lines?
Customers that recognize that the installation of the new system may need to go into a new
physical space frequently do not consider the cabling requirements of the servers interface to
the phone system. Do your best to identify before going into the install the demarcation point of
PSTN lines and distance from the trixbox Pro.

A frequent reason for aborted installations is because a phone line has not been brought to the
right location or has not been installed close enough to the trixbox Pro.
It should be noted that for the Sangoma A200 cards, the cabling required for analog phone lines
requires a non-standard connection similar but smaller than standard RJ11. These cables are
included with the Sangoma card, but they are only a standard six-foot length. This means that
when using Sangoma cards with installations that require longer distances from the trixbox Pro
to the phone jacks, RJ11 extension cables are needed. Standard male-to-male RJ11 cables will
not be able to replace the existing Sangoma cables.
Of course, if the customer is using SIP trunks for dial tone, you will not need to ask these
questions.
How are the phone lines currently terminated to the existing phone system or otherwise?
With each of the above interfaces, there are different connectors used depending on the existing
phone system. Try to determine if the PSTN terminates as a male cable or as a female jack
to properly plan the installation.
For systems that support many analog lines, existing phone systems will use a punch down
block (a 66 block) or an RJ-21 50-pin Amphenol connector instead of standard RJ11 cables
or jacks. In most cases, these terminations will need to be rewired to work with Sangoma cards
that terminate in Sangoma RJ11/4-conductor jacks.

Figure 5.1.1.1 - Standard Punch-down block (66 Block)

Figure 5.1.1.2 - RJ-21 50-pin Connector


Fonality recommends installers have a full Telco wiring kit at their disposal. This includes
crimpers, standard RJ11 ends, Sangoma-compatible RJ11/4-conductor ends, RJ45 ends,
punch-down tools for 66 and 110 blocks, wire cutters, and extra 4-conductor and Cat 5 cabling.
In addition, it is always a good idea to have a spare set of RJ11 jacks, in case a punch-down
system needs to be re-terminated to individual jacks.
Does the customer already have an Uninterruptible Power Supply compatible with trixbox Pro?
If the customer does not have a UPS for trixbox Pro, Fonality recommends that the server
connect to a UPS with at least a 1000 VA rating or greater. This will allow trixbox Pro to continue
operating even if power is no longer available.
However, it should be noted that since VoIP handsets require their own power sources (either
PoE or a power adapter connected to a wall jack), unless the phones themselves are also
protected by a UPS, users will not be able to make phone calls if the power fails.
Tip: Many UPS systems provide surge protection for lightning and over-voltage situations, but
many customers do not protect their PSTN connections from over-voltage. PSTN connections
should also be protected against lightning strikes for a server to be fully protected. Fonalitys
trixbox Pro Appliance hardware warranty does not cover natural disasters including lightning
strikes.
More about this is covered in Section 6.3.3: Power Outages.
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What type of network does the customer have in place?
Generally speaking, the better the network architecture, the better VoIP will perform on it. If
installing trixbox Pro at a customer site with a mixture of 10/100 and 10 Base-T hubs randomly
mixed together, expect that the customer will need to redo much of the network to have trixbox
Pro perform well under all circumstances.
Many smaller sites will have a mixture of 10/100 and gigabit unmanaged switches, with larger
sites having more gigabit and managed switches. Generally, trixbox Pro performs well in both
environments with little network tweaking, but in particularly high data usage networks or in
companies where any variation in voice quality will not be tolerated, it is better to over-engineer
the network using VLANs and QoS.
"Network architecture and design for VoIP is a very good opportunity for Fonality partners to
provide additional high-value billable services.
" Engineering a network for VoIP means anticipating many possible worst-case scenarios.
Unlike pure data over IP, both parties easily hear VoIP performance issues.
Consult Section 3.7: VLANs and Section 3.8: Quality of Service for more information about
techniques that can be used on more recent network infrastructure to alleviate the possibility of
network issues.
What kind of firewall is installed on the network?

If the customer wants to use remote phones, it is extremely important to know the firewall
configuration in detail. Most routers will work with SIP traffic from an Internet connection to the
internal network properly, but a router that does not will be a constant source of problems.
Even if the customer will not be using trixbox Pro with remote phones, knowing what level of
security is available on the network from outside sources will help you detect and prevent
possible problem areas in advance.
A list of recommended firewalls is available:
http://help.trixbox.com/Suggested_Routers
For help configuring a router for use with a remote network, consult Section 6.2.2: Problems with
Routers. Fonality Support will not assist with the configuration of customer firewalls and/or
routers.
What other SIP or VoIP services are used on the network?
The firewall setup requirements for remote phones (described in Section 5.5: Setup of Remote
Phones) involves port mapping that can sometimes conflict with other VoIP technologies. For
instance, use of standard port forwarding can result in the disabling of iChat audio and video
functionality.
In these cases, you may need to requisition additional IPs or deploy a more advanced firewall
configuration.
Will the installer have full access to the network infrastructure (firewalls, switches, VLANs) as
part of the installation?
If a client has implemented VLANs and QoS on their network, installations may require the
assistance of the person or people responsible for network maintenance.
As the Fonality installer, you need to have access to major portions of the customer network and
documentation. VLANs can cause major headaches when installing new systems since a
network with insufficient documentation can make the task of finding ports for the server and
phone almost impossible.
How well protected is the network from both physical and online vulnerabilities?
As mentioned in previous sections, the use of VoIP on a data network opens voice to the same
vulnerabilities of a data network. These include a variety of different network attacks that can
be intentional or unintentional.
If a customer has high standards for VoIP performance on their network, try to make sure that
some of the following possibilities are protected against:
Rogue DHCP servers: Because Fonality phones get their IP information from a server, they can
easily be disabled by a rogue DHCP server. This can be protected against by providing a
separate VLAN for the phones or by making sure the publicly available ports on the network are
put on a separate segment from the trixbox Pro.

Loops in the network topology: For instance, if a user has a hub and accidentally plugs one wire
into two ports on the switch, VoIP services can fail quickly. Implement managed switches that
will automatically shut-off a network when storms are detected.
Viruses: Viruses can create a large amount of data on a network in a short amount of time, as
well as overwhelm an Internet connection. Normal procedures for protection from viruses should
be followed. In addition, separation of IP ranges and using VLANs on the network can help to
avoid these problems in case of a virus attack.
" Network security is a very good opportunity for Fonality partners to provide additional high-
value billable services.
What are the customers expectations for continuity during specific events: (1) Power outage, (2)
Network failure, (3) Internet Service failure, (4) Physical theft or disaster?
Compared to older phone systems, trixbox Pro has different failure modes under certain types of
failures. It is important to find out what a customers expectations are for what happens during a
variety of failures. In many cases, standardizing on protective measures (like UPSs, RAID
systems, and backup servers) will help maintain business continuity during some of these
events.
Consult Section 6: Troubleshooting for more information on trixbox Pro failure modes and how to
protect against failures.
For larger customers, with 25 or more users in one location, you should also ask the following
questions to get an idea of their network requirements.
How many concurrent voice calls do they anticipate on their system?
What is the maximum number of phones that may be in use at once, including extension-to-
extension calls and conference calling?
Do they have any measure for the current load on their network?
Can they prioritize voice traffic on their network?
From here, you can use some basic calculations to ask more specific questions. Add the
number of concurrent voice calls to the maximum number of phones in use at once and multiply
by 80 kbps.
The customers network should be able to support the resulting value end-to-end, interruption
free, all of the time.
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Will the customer use remote phones?
Using remote phones requires additional configuration, both on a per-phone basis, as well as
within the network and firewall. In addition, remote phones frequently require more
troubleshooting since they can have problems attributable to Internet traffic passing from the
remote phone to the trixbox Pro.

We recommend that every Fonality partner evaluate the additional requirements of remote
phones and price configuration and support as appropriate (see Section 1.4: Discuss Remote
Phones and Branch Offices).
Will the customer have any employees using Soft Phones?
Soft Phones are one of the most powerful features of trixbox Pro, as described in Section 5.6:
Softphone Configuration.
However, they require a significantly longer amount of time to configure, since they require
installation, adjusting settings, audio device tuning, and network configuration.
Softphones can also require extensive OS and software knowledge to troubleshoot, since soft
phone users frequently need support for remote locations with slow or poorly configured Internet
connections.
Before installing the softphone application, you should check that softphone licenses were
provisioned on the trixbox Pro. To do so, go to any Extension in the Control Panel and check in
the list of available devices for items listed as SOFTPHONE001, SOFTPHONE002, etc.
We recommend that every Fonality partner evaluate the additional requirements of softphones
and price setup and support as appropriate (see Section 2.5: Single Office Setup with Remote
Phones).
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Does the customer have a list of current or desired user extensions and a desired range of
extension numbers?
trixbox Pro comes pre-configured with the extensions in a sequential 4-digit range. You may
need to change the extensions on the system and re-provision each phone.
Does the customer have a list of current user information, including full names, email addresses,
desired passwords, and (optional) mobile phone numbers?
Because trixbox Pro has advanced features like click-to-call a mobile phone and voice mails as
email attachments, the user configuration of each extension requires extensive information. It is
always a good idea to get this information before the installation.
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What does the customers existing phone tree or auto attendant look like?
Since trixbox Pro has extensive auto-attendant functionality, customers can easily become
overwhelmed with the wealth of options available to them when configuring a new system.
If they have an existing PBX, a good place to start is to duplicate the functionality of their existing
system.
" Configuring advanced auto-attendant systems borders on business or process consulting,
since a call center or phone-based business depends heavily on the proper call flow for routing

incoming calls. There are revenue opportunities for Fonality partners to properly design and
implement advanced call menus.
In addition, answers to the following questions will help you configure various options.
Do they want the caller to always have a dump to Operator option?
Do they want to have the system use different auto attendants depending on the time of day or
the number the caller is calling from or to?
Do they want different users to have access to different functions?
Consult Section 5.2.9: Configuring Auto Answer to find out how these questions are integrated
into the Auto Answer function on Fonality products.
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Does the customer want to administer the phone system or do they want to rely on you (the
Fonality Partner) for administration?
While trixbox Pro allows for easy modification of a customers settings and extensions, most
customers make changes infrequently, so they may simply forget how to administer the system.
Administering a customers system is a revenue opportunity, so you should always pose it as an
option for the customer.
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Before starting the software installation process, make sure that you have all of the physical
connections setup in your trixbox Pro. Before booting the system, you should make sure that all
of the following steps are complete:
! Install appropriate PSTN cards [note: make sure that the molex power cable for a Sangoma
A200 analog card is connected to the servers power supply]
! Power cable connected
! Ethernet connected
! Keyboard (PS/2) connected (needed only for installation)
! Monitor connected (needed only for installation)
! PSTN connections are plugged in
! Any network configuration required for the trixbox Pro to use or receive its static IP address
! Make sure that the server will be able to access the Internet for all outbound traffic
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Create a bootable CD from the ISO image you downloaded from trixbox.com:
http://www.trixbox.com/products/trixbox-pro/download/
As of the time of publication, the ISO is 690MB. On some systems, you may need to burn a
DVD instead of a CD.

Boot the system from the disc you created. You may need to modify BIOS settings in order to
designate the CD-ROM or DVD-ROM drive as the first bootable device. BIOS settings will differ
between manufacturers motherboards. Please consult the manufacturers website for
instructions on how to modify the BIOS settings. Fonality Support will not assist you with
changing the BIOS settings of your server.
Once booted, trixbox Pro will give you four options for installation:
sata
sata-raid
ide
ide-raid

In addition, you can use the option text for a non-GUI installation (recommended only if the GUI
option fails).
All RAID options will use software RAID support.
" Many built-in RAID controllers allow for the setup of RAID 1 (mirroring) in BIOS on the server
instead of having trixbox Pro perform RAID functions through software. Using built-in RAID
controllers is preferred because the performance and failover support will generally be better
than software-based methods. In this case, you will want to try either the sata or the ide
option, without the -raid. In some cases, SATA RAID controllers will appear as a single IDE
disk on a system that has a built-in RAID controller, so if one option fails, try the other one.
Once installed, trixbox Pro will restart the server and install additional software components.
You are now ready to activate the system.
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Activation occurs at the first user prompt. Type activate to start the activation process.

Figure 5.2.2.1 - Activation
First, the system allows you to set your IP address for the primary Ethernet interface that should
already be plugged into your network.


Figure 5.2.2.2 Network Options
By default the system will attempt to acquire an IP address via DHCP. In the image above,
trixbox Pro successfully acquired a DHCP address, but you still have the option to set a static IP
by selection option #2 from the menu. Set the IP address on your trixbox Pro to the static IP
address of your choice (see Section 3.3 for more information on why trixbox Pro requires a static
IP address). If you provide incorrect IP information at this point, you will be unable to access
your trixbox Pro servers Admin Panel and will be unable to configure the system as a result.
Once the IP information is set, the server will ask
Enter your trixbox Pro username:
Enter your trixbox Pro password:

Figure 5.2.2.3 Network Options Contd.


Enter the information given to you in your trixbox Pro activation email.
Once activated, the system will start essential services used for administration.
If a secondary Ethernet interface is found, trixbox Pro will ask:
A second ethernet interface was found. Would you like to activate
DHCP service on it for automatic IP phone configuration?
This option allows you to automatically specify that the phones should get their IP information
from the DHCP server on trixbox Pro for the purposes of configuration. While not required, it can
help speed up the provisioning on many phones.
Activate DHCP services? [y,n]
Will this second ethernet interface be the primary interface that
your IP phones will be connected to for normal operation?
Is second ethernet the primary IP phone interface? [y,n]:

This option allows you to set up two separate networks for voice and data. Only do so if you
have already planned two separate VLANs or physically distinct networks.
Youll see the next message:
Updated DNS service to reflect private IP address.

trixbox Pro registers itself with Fonalitys master DNS servers (see Sections 3.1 and 3.4 for more
information). Following this, you will see this prompt:
Installing HUD (may take several minutes):

Next, trixbox Pro downloads the firmware for the various models of phones you have provisioned
on the server. Because trixbox Pro acts as a TFTP/FTP server, the firmware and default
configuration files downloaded from the Fonality Data Cluster become available to the IP phones
on your network automatically.
If you do not download the firmware, then your trixbox Pro will not support auto-configuration of
IP phones. Fonality recommends that you download these firmware files for both Polycom and
Aastra phones, which are the most common IP phones used with trixbox Pro.
At an average size of 12 MB, the time to download firmware files for each phone type will vary
depending on the speed of your Internet connection to Fonality.
Simply answer y to the appropriate download prompts and wait for them to complete.
Once these downloads complete, the system displays the following screen:


When you first login to the console, you see the following interactive prompt:

Figure 5.2.2.5 Fonality Menu Options
Fonality provides this low-level administrative menu for basic troubleshooting and debugging.
These options do not represent root access to the Linux operating system. If you need root
access, please choose option #11 from the menu and follow the on-screen prompts to set your
root password.
! trixbox Pro does not install with a default root password. Fonality does not need the root
password in order to connect to your server. You should never give out the root password to
anyone for any reason.
At this point, the Admin Panel should be available for your trixbox Pro (http://cp.trixbox.com).
The image below shows the trixbox Pro Admin Panel login:
Figure 5.2.2.4 Fonality Menu Login

Fonality Confiuential - B0 N0T BISTRIB0TE - Su -

Figure 5.2.2.6 - cp.trixbox.com login 1

Figure 5.2.2.7 - The Admin Panel
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Once the server is up and running, you should add devices to the system and provision the
phones.
Login to the Admin Panel at http://cp.trixbox.com. Logging in requires your tbadminXXXXXX
username and admin password. Fonality sends you this information via email at the time of
purchase.

Go to the Extensions tab and click on the phones submenu. You will see the following screen
without any extensions listed.

Figure 5.2.3.1 - The Extensions List
Input the MAC address for each phone (usually listed on the phones packaging or the bottom of
the phone itself) in the MAC field, select the type of phone in the drop-down menu, and enter
any description you like. Dont put the extension number in the description.
Note that this field is case sensitive. If you enter the MAC address in all uppercase, you will
need to use the MAC address in all uppercase when manually provisioning phones.
" Use a Barcode reader! Youll provision phones lightning-fast with this handy tool.

You can only add a number of devices equal to the number of licenses you purchased
(remaining licenses are displayed at the top of the Devices page), so if you need more devices,
use the Reseller Extranet at http://www.trixbox.com to purchase additional licenses.
Next, navigate to Extensions # add extension. Enter the extension number and the relevant
user information on this page.
The Web Username and Web Password are required fields and the username must be unique
across all Fonality installations (including other customers servers). Each employee uses his or
her individual web username and web password to access the User Panel (See Section 5.4.2
User Control Panel). Fonality recommends using the server number and extension number to
create a unique ID, such as 102938_701 for extension 701 on server 102938. Under this
naming convention, no two usernames will ever match. You can always change this later.
Select the appropriate device from the list of available devices and click the Add Extension
button.
Repeat this for all extensions on your system until the extensions list is populated (under the
view extensions submenu in the Extensions tab.
The other options on this screen are covered in Section 5.2.7 Configuring Extensions.
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trixbox Pro uses a technology called mDNS in order to automatically detect and provision
phones connected to the same subnet as the server. The mDNS Responder service runs
automatically when the system is powered on and requires no configuration. Fonality has
verified that this feature works with all models of Aastra phone. Polycom phones can use mDNS
in conjunction with Option 66 (if your DHCP server supports it).
First, the phones need to get on the IP network. If you have a DHCP network, simply plug the
phone into the network and power it on. If you purchased a trixbox Pro Appliance, you can plug
the phones into the 4-port Ethernet switch installed on each system. You can also plug in a
switch to one of the ports on this special card and then plug in each phone to a switch port (for
large numbers of IP Phones).
If your network uses a static IP addressing scheme, youll need to set the IP address on each
phone manually before completing the following steps.
Consult the admin guide documentation for the phones to set the IP address manually. You can
find these guides in PDF format at:
http://help.trixbox.com/Aastra_Phone_Admin_Guide_1.4_%28All_Phones%29
http://help.trixbox.com/Polycom_Admin_Guides
While Fonality has taken every measure to ensure that Aastra phones and Polycom phones
provision automatically with next to no interaction from the Fonality Partner or customer, there
are cases when a phone simply will not auto-provision.
If a phone does not automatically register with trixbox Pro upon first boot, please try to power-
cycle the phone at least once. If the phone still will not register with the server, you can manually
specify the boot server by referencing the following instructions from our wiki:

http://help.trixbox.com/Polycom
http://help.trixbox.com/Aastra#Flashing_Instructions_for_all_models
Check on Extensions # view extensions to make sure that your phones registered with trixbox
Pro (indicated by a pulsing green circle).
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All IP phones have a web-based interface allowing configuration of lines settings and other
phone-specific options. Use the web interface to customize each phone on your network
(optional).
If you have a non-supported phone, you can use the web interface to configure the phone for
use with trixbox Pro.
Use the following information in your phones setup to allow the phones to connect to the trixbox
Pro:
Authentication Username: MAC Address of the phone

Authentication Password: MAC Address of the phone

Proxy Server: s[nnnnnn].trixbox.fonality.com(internal)
s[nnnnnn]x.trixbox.fonality.com(external)
5ectloo 5.2.6. costomet lofotmotloo
When you first begin using the server, please review the customer information page at Options
# customer. When you submit a request for support via Supportal (Section 6.7), the reply-to
email address comes from the customer page. As the Fonality Partner, you may want to list your
email address in this field. Make any corrections at this time.
It is essential that Fonality maintains your current information in the event of product upgrades or
required maintenance. The figure below illustrates the Customer Information Screen.


Figure 5.2.6.1 - Customer Contact Info
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Click on Extensions # view extensions to view a list of all extensions currently provisioned on
your trixbox Pro.
The green light under Status indicates if the server knows the location of a particular phone on
the network. If all of your phones are plugged in, you should have green lights for all extensions.
If not, consult Section 6.1.4: Registration problems with internal IP Phones.
Any extension with n/a under the status is a virtual extension not associated with a particular
device. Virtual extensions are sometimes used as voicemail-only extensions accessible by
every employee of the company or every member of a particular department.


Figure 5.2.7.2 View Extensions
If you click on any extension, youll be sent to the extension configuration page.
! Clicking on the Login button on the right activates the User Panel.
Click any part of the extension line item other than Login in order to make administrative
changes. User specific options (like personal call statistics and Find Me settings) are available
via the User Panel (See Section 5.4.2. User Control Panel).
The following graphic displays an example extension page via the Admin Panel:


Figure 5.2.7.3 Extension Configuration
Explanations for each item listed on this page follow:
Extension Number: The extension number of a phone. Once an extension is added, this cannot
be changed.
Description: This is purely for descriptive purposes in the extension list and is not used for
anything else.
First/Last Name: Employees name. This value is used for caller id on internal calls, the name
directory, and the To: field in emailed voicemails. It is a required field, so if the extension
represents a generic location, like a conference room, you should enter Conference for the first
name and Room 1 for the last name.
Web Username: The username that the employee uses to log into the User Panel (See Section
5.4.2 User Control Panel). This value needs to be unique across all Fonality installations
(including other customers servers). Fonality recommends using the following convention:
ServerID_Extension 123456_789

Web Password: The password used to log into the User Panel.
Employee Email: The employees email address. This is used to populate the email address in
the Company Directory, in the User Panel, and in the HUD interface (optional).
Instant Messenger: The employees instant messenger account (any format). Used to populate
the Company Directory, the User Panel, and the HUD interface (optional).
Employee Phone: An employees alternate phone number. Used to populate the Company
Directory, the User Panel, and the HUD interface (optional).
Inbound Phone No.: If Phone Numbers are configured (See Section 5.2.8: Configuring Phone
Numbers), this pull-down menu allows you to select a Direct Inward Dial (DID) number for the
extension (optional).
Outbound Caller-ID: This option allows you to specify the Caller-ID displayed when placing a call
from this extension. This option only works with certain types of PSTN and SIP connections. It
does not work, for instance, with analog PSTN lines (optional).
Learn more from the Fonality help articles at:
http://help.trixbox.com/How_to_change_Caller-ID_Information
Ring Seconds: The default amount of time that the extension rings before going to voicemail.
The standard US ring cycle takes approximately 5 seconds, so if someone wants their phone to
ring for 5 rings, set this value to 30 seconds.
! Some auto-attendant and queue settings override extension-specific ring times.
Phone/Devices: The device associated with this extension. trixbox Pro does not support multiple
registrations per device. Each device can only register a single extension.
! If you need to move an extension to a new device, please follow the procedure outlined in
Section 6.6: Moving a Phone to Another Extension.
Call Forwarding: Enables call forwarding to any outside number, extension, or submenu. If you
want to select an outside number or extension, select Extension from the drop-down menu and
the field will allow numeric input.
Queue Auto-logoff (Call Center Edition only): Automatically logs this extension out of a Queue if
the agent misses a consecutive number of calls that you specify.
Queue Press-to-accept (Call Center Edition only): Forces an agent to press 1 after picking up a
queue call to actually accept it. If this option is set to no (default), then the call is answered as
soon as the agent picks up the handset.
Queue Ignore-if-busy (Call Center Edition only): Prevents all queues from ringing your phone
while you are on a non-queue call. This is very useful when your standard inbound and outbound
calls are just as important as calls from the queue.
Multiple Queue Calls (Call Center Edition only): Allows an extension to receive queue calls while
they are already on a queue call.

Queue Pwd Required (for Call Center Edition only): Requires a user to type their password to log
in and out of their queues.
In Name Directory: Lists the extension in the Name Directory available to incoming callers. This
option requires you have a keypress option in your call menu set to Go to Name-Directory.
In Company Directory: Inserts the employees name, email, IM, and alternate phone number into
the company directory accessible from the User Panel.
In Blast Group: Adds the extension to the Blast Group, a group of extensions that will be rung
simultaneously when the Dial Phones in Blast Group option is used in the Call Menu.
In HUD: Allows the extension to use HUD. See section 5.3.1: Configuring HUD for more
information.
Private Extension: Restricts this extension from being dialed externally. This means that even if
an outside caller knows the extension number, they cannot reach it from the Call Menu.
Voicemail Enabled: Enables voicemail for the extension and also displays the Voicemail
Settings area.
Voicemail Box: The voicemail box number that trixbox Pro uses for this extension. By default, it
is set to the extension number. It is possible to configure multiple extensions to use the same
voicemail box.
Voicemail Password: The numeric password used to check voicemail from your phone or via the
voicemail system accessible by dialing 8500 as an extension. This option will only be available
for outside callers if the Check Voicemail step is added to one of the submenus and is available
in your call menu.
Voicemail Email: The email address used to deliver notifications of new voicemails.
Voicemail Pager Email: The email address used to deliver short notifications of new voicemails.
It does not send a .wav file of the actual voice mail, even when the Email Attachments option is
set to yes.
Email Attachments: Sends a copy of the voicemail to the email address listed in Voicemail
Email as a .wav file.
Delete When Emailed: Deletes the voicemail from the trixbox Pro and User Panel once emailed.
! This option should only be used once you verify that sending voicemails via email works
consistently as there is no way to retrieve these voicemails once deleted.
Enable Call Return: Allows a user to press a key to call the person who left them a voicemail
automatically while listening to the message. If the call originated from an IP-based phone, then
the voicemail system will return a call to that IP-based phone. If the call originated from an
analog phone, then the voicemail system will return the call based on its CallerID.
Enable Call Out: Allows a user, when inside their voicemail system, to press a key to dial another
number. This number may be another extension on the system, or an outside number.

! Remember that you must first dial 9 (or the prefix you specify in Options # dial plan) when
calling an outside number.
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trixbox Pro does not require phone numbers programmed into the system in order to answer
calls. By default, any trixbox Pro will accept any incoming call on a SIP or PSTN connection and
send it to the MAIN call menu. In fact, for analog-only systems, the phone numbers are for
reference use only and do not actually add any functionality to the system.
For BRI, PRI (T1 or ISDN-30), and SIP connections, you do need to insert phone numbers for
certain functionality. For instance, in order to direct a call to a different auto-attendant submenu
based on the number dialed, youll need to insert the phone number into the system via the
Extensions # phone numbers page.
Analog-only systems route calls based on the analog port where the call arrived, not the actual
phone number dialed.
The following image depicts the phone numbers page:

Figure 5.2.8.1 Add Phone Numbers
Enter the phone number, select the type of connection for the line, and optionally add a
description. If you would like to add a range of numbers, you can use the format:
617-594-0000+0010
To add all numbers from 617-594-0000 to 617-594-0010 sequentially.

You can click update on the right side of any existing number to edit or use the check boxes
and the Delete Checked Numbers button to remove any old numbers.
The Ext. indicates the associated extension (if any) set by the Inbound Phone No. option in
the extension page (see Section 5.2.7: Configuring Extensions).
! In the current release of trixbox Pro, the system requires 8 digits in the phone number field. If
you are installing trixbox Pro for a European customer that has 7-digit dialing, add a 0 before
the 7-digit phone number. Inbound phone numbers will still function properly because trixbox
Pro matches the incoming phone number based on digits passed to it from the PSTN.
5ectloo 5.2.9. cooflqotloq Aoto Aoswet
One of the most useful and complex features of trixbox Pro is the Auto Answer tab, otherwise
known as the call menu or call tree.
Auto Answer enables you to script what a caller hears and what they can do when calling your
trixbox Pro.
The following sections cover how to best implement a call tree using the Fonality interface.
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When planning a customers call menu (or training them to do it themselves), it is best to draft
the call menu on paper before beginning configuration. This rough draft will save you time when
implementing call menus, especially those that are very complex.
Conceptually, modern IP PBX Auto Answer menus resemble a tree - where certain actions can
branch an incoming caller to submenus depending on options selected by the user via a
keypress.
In trixbox Pro, you can also direct a caller to another submenu by the number dialed, the callers
caller-ID number, or by time of day or week.
Because of the complexity of operations used when creating an Auto Answer menu, it makes
sense to construct the call menu in reverse from the natural order of the callers experience.
Instead of implementing it from the MAIN menu down to the branches, it is easiest to start with
the endpoints of the callers experience first, and then backtrack inwards to the MAIN menu.
In addition, when planning the call menu, determine in advance which voice prompts you need
and record them all at once. A complex call menu system may have dozens of recordings, and
when a customer would like to record their own audio prompts, it is best to record everything in
one sitting rather than multiple sessions (see Section 5.2.10: Configuring Voice Prompts).
The Fonality Partner may also identify this as a potential revenue opportunity. Many businesses
appreciate professional voice prompts as they increase customer confidence in the organization.
Consulting with a professional voice-over individual may provide you repeat revenue
opportunities for all installations.
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To configure the Auto Answer menu in trixbox Pro, click Auto Answer # edit call menu.

The image below depicts the MAIN menu:

Figure 5.2.9.2.1 Main Menu Configuration
The left side of the interface shows you the current call sequence for the submenu listed below
the navigation, in this case MAIN.
The right side shows the keypress options available while the sequence runs.
In the image above, from the drop-down under MAIN, you can quickly access any other
submenu. Simply click the drop-down and select the menu you wish to edit.
All options listed below Call Sequence are configurable by drop-down or text-input. In this
example, shown in Figure 5.2.9.2.1, the first step states Answer the incoming call. This step
cannot be changed. The system must answer the call before anything else happens. Step 2
plays the greeting hello, with a 5 second wait afterwards.
If you wish to modify an option for an individual step or multiple steps at once, change the
appropriate settings and click Apply All Changes at the bottom of the page.
To add steps, select a new step under Add New Sequence and choose which step it should be
placed after. When you select a step, trixbox Pro automatically checks the box next to Add New
Sequence. Click on Apply All Changes and trixbox Pro inserts your step with default settings.
See Figure 5.2.9.2.2.


Figure 5.2.9.2.2 Add New Sequence
The image below depicts all options currently available for trixbox Pro. New features are added
in subsequent releases of our Admin Panel software.
! Not all options displayed below are available on every server. Some options depend on
purchasing a specific version of trixbox Pro.

Figure 5.2.9.2.3 Call Flow Options
Check Voicemail: Sends the caller to the voicemail system. The system asks for the mailbox
and numeric password defined in the Extension configuration under Voicemail Password (see
Section 5.2.7Configuring Extensions). Generally, employees use this option to retrieve their
voicemail from outside the office. Most customers place this option in a hidden submenu not
announced to public callers.
Dial Phones in Blast Group: Rings phones in the blast group for a set amount of time. (see
Section 5.2.7 Configuring Extensions to determine which extensions are part of the Blast Group).
! If a call to the blast group goes unanswered, the call will continue to the next step in the
sequence.

Enter password to continue: the caller can only go to the next step in the sequence by dialing the
correct password. Password-protected submenus are often used in conjunction with Conference
Bridges.

Forward call to number: Forwards the call immediately to the number specified in the field.

Go to Name-Directory: Directs the caller to the Name Directory. The available options for this
step allow the caller to search by last name or first name.

Go to Queue: (Call Center Edition only) Directs the caller to the Queue specified in the Automatic
Call Distribution system for a configurable period of time. You can specify that the caller hear
ringing or music while they wait. See Section 5.2.13: Automatic Call Distribution (ACD).

Go to extension - voicemail disabled: Directs the caller to an extension but does not allow the
caller to go to Voicemail.

Go to submenu/ext. by Caller-ID number: Directs the caller to the specified submenu or
extension only if the Caller-ID matches the number specified in the field.

Go to submenu/ext. by number dialed: Directs the caller to the specified submenu or extension
by the number dialed. For instance, a customer could set up a special hotline that would direct
people to a submenu when they call a particular phone number or analog phone port. Many
customers route sales calls this way when they run a campaign using an 800 number (will
depend on Caller ID received from the carrier).

Go to submenu/ext. by schedule: Directs the caller to the specified submenu or extension only if
the schedule selected is valid. See section 5.2.11: Configuring the Scheduler.

Go to submenu/ext. instantly: Directs the caller to the specified submenu or extension under all
circumstances.
Go to voice mailbox: Directs the caller to the specified mailbox but does not ring the associated
extension. This option is great for use in combination with Virtual mailboxes.

Hang-up: self-explanatory.
Play Music-on-Hold - disallow Keypress: Plays hold music for a specified period of time but does
not allow the caller to escape by pressing any button. In general, this option should be used only
if you are forcing the caller to wait for a period of time (e.g. if you have rung an extension that is
busy and the caller has opted to ring it again after a set amount of time).

Play Voice Prompt - allow Keypress: Play the selected voice prompt and allow keypresses that
interrupt the prompt and execute the matching option listed in Keypress Options.

Play Voice Prompt - disallow Keypress: Play the selected voice prompt but do not allow
keypresses.

Run Script: Runs a specified AGI script. Writing custom AGI scripts goes beyond the scope of
this document. Fonality Support will not assist you with writing, modifying or troubleshooting
custom AGIs. For more information about the Fonality scripting interface, consult:
http://help.trixbox.com/FON_Script_Interface

Set Digit Timeout: Sets the amount of time that the system will wait for a keypress.

Set Music-on-Hold Playlist: Change the Music-on-Hold playlist from one playlist to another (see
Section 5.2.12: Configuring Music-on-Hold).
Set incoming Caller-ID name: Sets the incoming Caller-ID to the string specified. This string can
take the following variables:
${CALLERIDNAME} - The incoming Caller-ID name reported by the telephone company.
${CALLERIDNUM} - The incoming Caller-ID number reported by the telephone company.
${NUMBER} - The DNIS (or DIDs) number reported by the telephone company. Usually the last
2-4 digits of the number dialed by the caller. DNIS is only reported to the system using BRI or
PRI (T1/E1) trunks.

Wait - allow Keypress: Simply wait for a specified period of time and allow interruption and
execution of a keypress.

Wait - disallow Keypress: Simply wait for a specified period of time and but do not allow
interruption by keypress.

To remove a step, check the box under the Del column next to the step and then hit Apply All
Changes. See Figure 5.2.9.2.4.

Figure 5.2.9.2.4 Call Sequence

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On the right side of the Auto Answer page you have options for keypresses. Pressing any one of
the keys you configure will execute a corresponding action during the call menu sequence.

Figure 5.2.9.3.1 Keypress Options
In the case of some menus, if the steps chosen do not wait for the user, these options are
irrelevant. In addition, there are no universal keys, so if you want a user to always have the
option (e.g. 0 for the operator), you will need to program this option in every submenu.
Keys can be added by selecting a key from the menu on the bottom and a submenu or
extension, then clicking the Apply All Changes button.

Figure 5.2.9.3.2 Add New Keypress
To delete a keypress, simply select the checkbox under the Del column in the keypress list and
click Apply All Changes.
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Here are a number of simple techniques to save time when using the Auto Answer interface to
set up complex interfaces:

! The Apply All Changes button applies changes on all options at once. When
configuring a call menu that requires both new sequence steps and keypresses, select
additions and changes on both sides before clicking Apply All Changes.
! When making modifications to an option in a step, it is possible to make multiple
changes on multiple steps at once.
! It is possible to add a step, delete multiple steps, and change sequence options at once,
but because the Fonality Admin Panel performs the addition and deletion of steps before
applying changes, the behavior of performing multiple changes can be unpredictable.
! In general, you can add steps and make changes at the same time. However, when
deleting steps, refrain from making changes to step options.
5ectloo 5.2.10. cooflqotloq volce ltompts
Voice prompts are used as the audio for the different call menus. As noted in Section 5.2.9.1:
Planning out the Call Menu, you should record all voice prompts before setting up your Auto
Answer menus for efficient setup of complex call menu systems.
In order to edit voice prompts used in your Auto Answer system, select Auto Answer # voice
prompts.
Configured voice prompts display as follows:

Figure 5.2.10.1 Default Voice Prompts
Using an extension on the server, anyone can record a voice prompt if they have access to the
Admin Panel. In addition, you can upload .wav files to the system for any voice prompt.
To add a Voice Prompt using the recording method, enter a unique filename for the voice
prompt, a short description, and the extension where the system should call you. Once you
press the Call me! button, trixbox Pro calls you within 10 seconds and gives you instructions for
recording the prompt.

Figure 5.2.10.2 Record a New Voice Prompt
Make sure that you are available at the extension and Do Not Disturb is not activated.
To upload a .wav file, simply click the Upload button and select the appropriate .wav file on
your local system. Once uploaded, trixbox Pro displays your file in the list for use in an Auto
Answer submenu. You can also delete or re-record the prompt.


Figure 5.2.10.3 Upload a New Voice Prompt
To delete a voice prompt, press the red X next to the voice prompt and confirm your selection.
To re-record a voice prompt, press the microphone icon next to the voice prompt and enter the
extension where youre sitting. Once the system calls you, follow the instructions.
5ectloo 5.2.11. cooflqotloq tbe 5cbeJolet
The Scheduler allows trixbox Pro to react differently during different times of the day and/or
week. As noted in Section 5.2.9.1: Planning out the Call Menu, you should setup all of your
schedules before setting up your Auto Answer menus for efficiency.
To view or add schedules to the Scheduler, click Auto Answer #scheduler. The following image
depicts example schedules. These schedules do not take effect until they are referenced in a
submenu (see Section 5.2.9).

Figure 5.2.11.1 - Scheduler
To add a schedule, give the Schedule a name, a description, and choose the appropriate day
and time range for the schedule.
trixbox Pro also allows schedules spanning dates instead of days. For example, if your office will
close for a long holiday like New Years, you can configure a schedule spanning only the dates
you will be closed. Insert this holiday schedule at the very beginning of your MAIN menu.
When the calendar rolls to the appropriate date, callers will automatically hear a custom holiday
greeting instead of your default closed message.

Use the schedulers date functionality for any occasion when you need a special call flow for a
particular date in time.
In conjunction with the Go to submenu/ext. by schedule step under Edit Call Menu, schedules
can be used to control the flow of an incoming call (See Section 5.2.9.2: The Auto Answer
Interface: Call Sequence for more information).
! Day-based schedules do not span midnight.
If you configure a schedule like the following:
Monday -> Friday, 8 am -> 5 pm
The submenu referenced takes effect Monday, Tuesday, Wednesday, Thursday, and Friday
from 8 am to 5 pm each day.
By contrast, date-based schedules span midnight. A schedule configured like the following:
12/30 -> 1/2, 5 pm -> 8 am
Will take effect from 5 pm on December 30
th
and remain active until 8 am on January 2
nd
. Read
more information about the scheduler at:
http://help.trixbox.com/Building-Schedules
5ectloo 5.2.11.1. Nlqbt MoJe
Fonality introduced Night Mode in trixbox Pro version 2.0. Night Mode allows any responsible
party of a company to put the company to sleep with a star code from any phone on the
network. By putting the company to sleep, an employee bypasses the Business Hours call flow
of the main menu and instead activates the Closed Hours call flow. If the receptionist needs to
step away from the office for some errand, dialing a star code from any phone will push callers to
a company voicemail box, an answering service, a blast group, or any other aspect of the system
you desire.
When the receptionist returns from the errand, she can quickly wake the system up with the
same star code. Night Mode allows companies more flexibility to determine operating hours on a
case-by-case basis. As a Fonality Partner, you may find that Night Mode works well for
temporary sites like Construction trailers, leasing offices, kiosks, and any other satellite location
of a company where work hours cannot always be assumed static day after day.
5ectloo 5.2.12. cooflqotloq Moslc-oo-nolJ
trixbox Pros music-on-hold feature plays .mp3 files uploaded by the customer and selected in
the music-on-hold interface.
Customers can create an unlimited number of playlists. Create a playlist for each department, or
for each queue. Create playlists for every user in the company (particularly good for law offices
or doctors offices where each partner is listed in the citys phone book individually). Each
playlist can be selected within the Auto Answer interface for the hold music. Each caller placed
on hold or waiting in a queue will hear the entire music-on-hold playlist from the beginning (by

default) and there is no way to select exactly which audio file in a playlist is played at any given
time. Music-on-hold has a random option also.
To upload music or configure playlists, click on Auto Answer # music-on-hold.
To upload a new .mp3 file, use the upload button to select the file, select the correct playlist,
and click Apply. The selected .mp3 is uploaded to the system in /var/lib/asterisk/mohmp3/<dir>
where <dir> is the name of the playlist.
If you are configuring a server using a machine that is on the same local subnet as trixbox Pro,
select the Local Server checkbox to expedite file upload.

Figure 5.2.12.1 Music on Hold
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Automatic Call Distribution provides queuing functionality for Call Centers. ACD is only available
with the purchase of Call Center Edition. If the customer does not have a Call Center Edition
trixbox Pro, you can skip this section.
ACD uses a queuing model of call distribution. Administrators can direct callers to queues from
the main menu.
Queues can be used in a wide variety of ways, so customers should be educated on the various
queue types. Designing queues takes experience, so explain to the customer that call flow

should be drafted on paper first in order to get a birds-eye view of the phone system. Once all
the queues have been thought-out, configuring them via the Admin Panel is a snap.

5ectloo 5.2.1J.1. AJJloq Acu Ooeoes
To create a queue, click on ACD # add queue in the Admin Panel. You will see the image
depicted below:

Figure 5.2.13.1.1 Add a New ACD Queue
Fonality provides rollover help via the blue ? mark icons seen throughout the Add Queue
screen, so the following is a quick overview of the main options available.

Figure 5.2.13.1.2 Queue Configuration #1

Queue Name: Descriptive name of the queue used when sending a caller from the Call Menu.
Queue Type: Defines the call distribution type of the queue. When a caller reaches the queue,
queue agents will be rung based on the type selected. The six available types are described:
fewest total calls - Agents are rung according to who has received the fewest total calls.
least recently answered - Agents are rung according to who has waited the longest since
last answering a call.
ring random user - Agents are rung in a random order.
ring all - All agents are rung. The first to pick up gets the call. This queue type is generally
better for smaller groups of equal priority agents.
round robin (circular hunt) - Agents are rung according to the order they are listed in the
queue. This queue type is generally better for groups where there is a specific pecking order
for calls that does not vary.
round robin with memory - Just like round robin, except the ringing begins with the agent
right after whomever received the last call. This queue type is generally better for groups
where priority varies between users (see below).
Max.Holders: Maximum number of holding callers for a queue. Exceeding this limit sends callers
to the next step in the call sequence rather than allowing them to enter the queue.
Retry Seconds: Amount of time that passes before the queue is cycled again after all agents
have been rung. This has no bearing on how long the queue is rung, defined by the Go To
Queue step from the Call Menu (see Section 5.2.9.2: The Auto Answer Interface: Call
Sequence). If the value of Retry Seconds is longer than the queue ring time, the queue will ring
for the entire duration of Retry Seconds rather than the time defined in the submenu.
Wrap Up Time: Amount of time that the system waits before passing a call from the same queue
to the same user. This is usually given so that agents can have time to document and close out
the issue given to them.

Figure 5.2.13.1.3 Queue Configuration #2
Announce Hold Time and Announce Frequency: Set whether or not the caller will hear an
announced hold time and updates. If set to yes and the announce frequency is greater than
0, the announcement prompts in the next section are used to announce hold time for a variety
of different scenarios. Consult the rollover help for more information on these customizable
prompts.
! To turn off all announcements of hold time, set the Announce Hold Time to No and the
Announce Frequency to 0.

Keypress Submenu: Defines which keypresses are available for a caller while holding in a
queue. If a key is pressed during the hold time, trixbox Pro will decide how to route the caller
based on the submenus keypress options.
Exit Queue Early: This option should only be set to yes in scenarios where the Go to Queue
sequence enters this queue for a length of time less than one minute and you have more than 4
agents. For more information, please read the rollover help.

Figure 5.2.13.1.4 Add Queue Agents
Under the Add Queue: agents section, you can select members of your queue. Select (or
control-select for multiple) the extension(s) and click Add User. The user will move left to right,
and options will become available.
The Perm. option means all calls to the queue will ring the agent regardless of their login
status. The user must log in (or be logged in by an administrator) at least once before this option
takes hold.
Ring sets the number of seconds that the users extension will ring as part of the queue.
Priority sets the priority for the user used in the round robin w/memory and ring random user
queue types to determine who rings first. Higher priority agents will ring first.
5ectloo 5.2.1J.2. upJotloq A.c.u. Ooeoes
To view and modify existing queues, click A.C.D. # view queues.
This allows you to view the current queues, including number of callers on hold, cumulative hold
time for all users on hold, completed queue calls (i.e. answered) and abandoned calls (i.e.
callers hung up before they were answered).
In addition, there is a list of queue agents and their current status.


Figure 5.2.13.2.1 View Queues
To modify an existing queue, click on the name of the queue and choose the options as listed in
Section 5.2.13.2: Adding ACD Queues.
At the bottom of the page, you also have the option to reset the queue statistics for individual
queues.

Figure 5.2.13.2.2 Clear Queue Stats
5ectloo 5.2.14. 5ettloq op ulol lloos
Dial plans tell trixbox Pro how to route calls to the PSTN (prefixed by 9 by default). To access
the current dial plans configured on a customers trixbox Pro, click Options # dial plan.
To add a dial plan entry, first setup the Dial String that matches the dialed number. Use specific
digits or any combination of the following variables:
n - any single digit other than a 1 or 0
x - any single digit, including 1 and 0
. - 0 or more digits up to any length

You can specify a text description and call type for any dial plan. Finally, you control the route
each type of call attempts including failover routes. These routes can include available PSTN
cards, SIP/VoIP providers, or linked servers. Certain trunk types require a fixed pattern of digits
in order to complete a call. You can select whether or not digits should be stripped from the
dialed number or prepended to the number. In most cases, at least one digit should be stripped
since most dialed numbers will start with a 9.
For linked servers, customers have the option to Goto Internal [nnnnnn] or Goto External
[nnnnnn] where [nnnnnn] indicates the linked servers ID. The Internal vs. External options refer
to the IP address of the linked server. Using the external IP, trixbox Pro attempts to route the
call over the Internet. The internal option assumes that the internal IP is routable (for instance,
when two servers are linked over a VPN).
Note that you cannot specify the priority of one dial plan rule over another, so if a dialed number
matches more than one rule, the behavior may be somewhat unpredictable.

Dial plans can be used to route international calls via a provider with better international rates
than the normal long distance provider (e.g. a SIP provider). Different dial plans can route calls
to branch servers that might have better calling rates to specific destinations.
trixbox Pro provides three routes per dial plan. If a customer has multiple VoIP trunks configured
for their server, and the primary route becomes unavailable (often due to network conditions),
the system fails over to the 2
nd
route. If the 1
st
and 2
nd
routes become unavailable, the system
fails over to the 3
rd
route.
For trixbox Pro users, the dial plans must be set correctly before making outbound calls. By
default, trixbox Pro comes with US Dial Plans that must be removed in order to accommodate
local calling standards in other countries.
! You cannot remove the 911 dial plans entry.
! You should not make a dial plan that matches 9000, 9001, 9002, etc. as extensions are
dynamically reserved for parked calls.
The following figures provide examples of dial plans:

Figure 5.2.14.1 Standard US Dial Plans by Trunks

Figure 5.2.14.2 Standard UK Dial Plan in London


Figure 5.2.14.3 Standard EU Dial Plan for 7-Digit Dialing
5ectloo 5.2.15. Otbet ttlxbox lto Optloos
Many other trixbox Pro settings are available in the Options tab of the Admin Panel. Most of
these settings are described in sufficient detail in the rollover help by holding your mouse over
the ? mark next to each item. Section 6: Troubleshooting trixbox Pro provides more information
for each of the options.
5ectloo 5.2.16. voll ltovlJet (5ll 1took) 5etop
Many customers want to supplement existing POTS lines with VoIP dial tone, (aka SIP Trunks),
from providers like Bandwidth.com.
trixbox Pro supports an unlimited number of SIP providers simultaneously giving the customer a
tremendous amount of flexibility when SIP Trunks are combined with advanced dial plans.
To setup a SIP Trunk, click Options# voip. You can specify the appropriate settings for each
VoIP provider.
One example is listed below using Bandwidth.coms VoIP settings and an example dial plan.

Figure 5.2.16.1 Add VoIP Account


Figure 5.2.16.2 trixbox Pro System Settings


5ectloo 5.J. neoJs-up-ulsploy (nuu)
HUD is a client-side application that runs on an end user machine allowing the user to see
information about their own extension, other extensions, incoming calls, parked calls, holding
callers, and more. In addition, HUD provides instant messaging functionality (through the trixbox
Pro), and chat history.
HUDs interface is the simplest way for users to control their phone using their PC. It allows a
user to place calls, transfer calls, create and/or join conferences, barge other employees calls
(listening on calls), record calls, and even hang up calls all within a drag-and-drop interface.
Each HUD client associates with a particular extension. HUD displays this extension in the
personal (top) portion of the HUD interface (pictured below). HUD runs independent of a users
physical phone (if they even have one!). HUD can be installed on a computer that is nowhere
near an actual extension. For
instances, managers can oversee the
phone status of every employee
without actually having access to a
Fonality phone.
5ectloo 5.J.1. cooflqotloq nuu
HUD is a java-based application
available at
www.trixbox.com/gethud, or via both
the Admin Panel and the User Panel.
Native versions exist for both Mac OS
X and Windows.
To install, download the installer and
run it for the appropriate platform.
When HUD launches for the first time,
you are asked for your web username
and web password. The credentials
used determine the extension
displayed in the personal section of
HUD and the corresponding phone
HUD controls (see Section 5.2.7:
Configuring Extensions).
Each extension must be designated as
in HUD via the Extensions page in
the Admin Panel in order for an
employee to use HUD. To enable
HUD for a particular extension, click
Extensions # view extensions, click
the extension you wish to modify, and
select Yes for the In HUD option.
Figure 5.3.1.1 HUD Client

For a user to access advanced features of HUD, they must be given permissions for specific
HUD rights in the Extensions # groups page. The concept of permissions in trixbox Pro closely
resembles the structure of a company. For example:
ACD Managers # Add Members # Barge # Basic Human Rights
The structure above says, Members of the ACD Managers group have the right to Barge the
calls of any member of the Basic Human Rights group. The permissions system is very
powerful but takes some experience to configure properly. Like any new technology, customers
need to spend some time with the system to tune it specifically for the needs of their company.
More information on configuring HUD is available on the Fonality website here:
http://help.trixbox.com/Getting_Started_with_HUD
5ectloo 5.J.2. xteosloos lo nuu

The top panel of HUD represents an extensions status. On the right, HUD shows what the user
is doing: their extension (in this case 700); the connected number (800-555-1212); duration of
the current call (3 seconds); and their chat availability.
The color of your extension shows your status using the following color codes:
! Blue - Extension Not In Use
! Light Blue - Extension Ringing
! Green - External Call
! Red - Conference Call
! Orange - Queue Call
! Purple - Voicemail

On the left, the panel shows any calls placed on hold by the user. To place a call on hold with
HUD, drag the call from the left box to the right box and trixbox Pro puts the caller on hold
automatically. The status on the right will show the phone number on hold.

Figure 5.3.2.1 HUD Personal View


To retrieve the call, drag it from the right side to the left and trixbox Pro rings your extension.
Note that this hold is different from putting someone on hold on your extension as you can only
retrieve the call via HUD.
Similarly, if the user wants to transfer the call from their extension to another extension, the user
can drag-and-drop the call from their extension to another extension, performing a blind
transfer.
To dial any number, internal or external, type the number into the field to the left of the Call
button and click Call. Dialing 9 is not required via the HUD client.

When you make or receive a call, a panel pops-up on your desktop showing you the call status.

Figure 5.3.2.2 A Caller on Hold
Figure 5.3.2.3 Dialing via HUD
Figure 5.3.2.4 HUD pop-up status

The icons displayed on the pop-up provide the user with a variety of options. Each is explained
in detail:
Hang up the call.
Dial the caller using their mobile phone number (valid for internal users only when mobile
phones are populated in the Company Directory).
Send the call to voicemail.
Record the call (available only if you have rights to record your own calls)
Initiate a chat with the user (valid for internal users only).
Email the user (valid for internal users only when email addresses are populated in the
extension configuration page).
Launch the Web Launcher URL (see Section 5.3.5: Special Features of HUD).
Edit the callers vCard.
In the Extensions section, HUD shows the status of other extensions and allows a HUD user to
interact with other extensions. Each extension shows the other users current status using the
same color indicators described above.
If the Extensions area is not available, click on View # extensions at the top of the HUD client.

A HUD user with the appropriate rights can use the icons below the user information section to
perform additional functions.
Calls the users voice mailbox directly.
Records the current conversation.
(Right-click # Barge) Barges a call. Barging allows a user to listen in on a call without
participating. The people already engaged in the conversation cannot hear the barging person

by default; however, the barging person has the option to be heard by clicking the mute icon.
The first time you barge a call, a pop-up window appears explaining that you are currently muted
and how to unmute yourself.
Send an email to the user of the extension (Valid for internal users only when email
addresses are populated in the extension configuration page).
Dial the extension using the mobile phone number (valid for internal users only when mobile
phones are populated in the Company Directory).
Chat with another user.
5ectloo 5.J.J. lotkloq colls lo nuu
Calls can easily be parked in HUD by dragging and dropping a call from the users own
extension panel into the call parking window. Section 5.4.1: Special Key Codes describes call
parking in detail.
If the Call Parking area is not available, click View # Call Parking in HUD.

In order to retrieve a parked call or send the parked caller to another extension, drag-and-drop
the parked call on to any extension. As an alternative, anyone can pick up the parked call using
the extension number listed next to the call (in this example, dialing 9001 from any phone).
5ectloo 5.J.4. cbottloq lo nuu
To chat with another user, click on the chat icon for the user or drag-and-drop the extension onto
your Chat window.
If the Chat area is not available, click View # Chat in HUD.
HUD Chat functions similar to other instant messaging clients.
5ectloo 5.J.5. 5peclol leototes of nuu
HUD can launch specific URLs based on the call information received. This Web Launcher
functionality allows integration with any web-based application or website that takes a variable as
a value (like searching a phone number in Google). HUD can be configured to launch a URL
when initiating or receiving a call including specific variables from the call like caller number,
name, extension, call duration, call type.
Figure 5.3.3.1 HUD!s Call Parking Window

For customers using web-based CRM systems, HUDs web launcher can be used to lookup
customer information when they call a salesperson, open a new ticket using information provided
by the customer via a custom AGI (like Fonalitys Tech Support IVR), or allow for call logging
with zero user interaction.
Access Web Launcher settings via File # settings. The following wiki article includes more
instructions on how to integrate HUD with CRM systems like SugarCRM:
http://help.trixbox.com/CRM_Integration_Guide
You can use HUD from anywhere, but you may need to make configuration changes on your
firewall in order allow two-way communication with the trixbox Pro. See section 5.5: Setup of
Remote Phones for more information.

Figure 5.3.5.1 HUD Settings

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For most customers, the day-to-day operations of trixbox Pro are limited to interactions with the
phones themselves rather than the User Panel.
Users access many advanced features of trixbox Pro via the Admin Panel and User Panel. This
section covers many additional features and useful operational information.
5ectloo 5.4.1. 5peclol key coJes
Special key codes allow users to perform various functions directly from their phone or any other
IP phone in the company. The following summary lists each key code and its corresponding use.
Dial 8555: Check voicemail for the calling extension. trixbox Pro asks only for the password for
the voicemail box.
Dial 8500: Check voicemail for any extension. trixbox Pro asks for both the mailbox number and
the password.
Dial 8505: Join a conference call from an internal extension. This option enables internal users
to join the first conference bridge without having to dial an outside line. Other valid conference
bridges are 8506, 8507, 8508, and 8509. Access to these conference bridges depends on the
purchased version of trixbox Pro.
Dial *74 + Extension Number: Page an extension. This puts the phone into Page mode where
the person dialing will be heard over speakerphone. It is only supported on phones that support
paging functionality (e.g. Polycom phones).
Dial *86 + Extension Number: Connects directly to the voicemail of a particular user without
ringing their phone. This option is particularly useful when transferring a call directly to
someones voicemail. The party performing the transfer dials *86 and the Extension of the
destination party. Handy for secretaries of busy executives!
Transfer Call to 9000: Park a call. Parking a call is much like asking a user to wait in the waiting
area of your office. Retrieve the parked caller from any other phone on the network by dialing
the appropriate parked extension. This is useful if the caller is looking for someone that may
not be sitting at their desk or even have a specific desk. Roaming managers stand to benefit
the most from this feature.
To park a call, transfer the call to extension 9000, but before executing the transfer, make sure to
listen for the response from the call parking system. The system will respond with a number
such as 9001 or 9002.Any other employee dialing this extension connects to the parked
caller.
For instance, on a Polycom phone, to park a call, you would hit the Transfer button on the
phone to put the caller on hold. Then, dial 9000 and wait for the response from the system, such
as 9001.
HUD displays all parked callers in real time on every HUD client.

5ectloo 5.4.2. uset coottol looel
Users can access the User Panel from any web browser. This panel permits basic control of
specific functions for the users extension.
To access the User Panel, navigate to:
http://cp.trixbox.com
Login using the individuals web username and password (see Section 5.2.7: Configuring
Extensions for more information).
The User Panel displays a list of voicemails, inbound calls, outbound calls, and links to the
Company Directory from the main page.

Figure 1

5ectloo 5.4.2.1. volcemoll Optloos
To access voicemail, click Voicemail from the navigation bar at the top or under the number of
messages being displayed in the Voicemail section. Here a user can play (via the web browser),
delete, or forward voicemail messages to other users or as an attachment to an email address.
In addition, the user can change their voicemail settings (if the administrator has granted them
this permission).

Figure 5.4.2.1.1 User Voicemail Settings

5ectloo 5.4.2.2. 1be colls 1ob
The Calls tab displays a list of the last five incoming and outgoing calls with the option to show
all calls. You will never need to access the Missed Calls page of your IP phone again as trixbox
Pro stores all inbound and outbound records in a convenient web-based interface. If you have
FONcall installed (Firefox only, covered in Section 5.9) you can even click any of the numbers
listed to quickly call the person without ever touching your phone.

Figure 5.4.2.2.1 Inbound and Outbound Call List

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The Features tab provides access to many of the same features available on the Extensions
configuration page, but these options do not require Admin privileges. These options include:
call forwarding to internal or external numbers; specific control of the time in seconds the users
phone rings; changing the password used to access the User Panel; changing queue settings.
Section 5.2.7: Configuring Extensions defines each of these options in detail.

5ectloo 5.4.2.4. lloJMe wltb 8oometooq Moblle
With the advent of trixbox Pro version 2.0, Fonality introduced FindMe with Boomerang Mobile
integration. FindMe allows the user to setup explicit rules governing when and how calls route to
devices other than their desk phone.
For example, using FindMe, a Sales rep can establish rules stating that between the hours of 8
am to 5 pm Monday through Friday, any employee of the company is allowed to ring through
their desk phone to their mobile, or to their satellite office, or to both at the same time. Outside
of business hours, only the Sales reps supervisor, his or her family, and any executive of the
company can reach the Sales rep at his or her home office but never directly to his or her cell
phone.
Boomerang Mobile integration brings all the power of your trixbox Pro directly to a cell phone. If
the FindMe rules established by the employee pass a caller to a cell phone, the employee can
choose to accept or reject the call, record the call, and send the caller back to their trixbox Pro
voicemail box with a few keypresses. To make matters even simpler, FindMe allows for call
screening that forces the caller to announce who they are helping the employee make decisions
on-the-fly about which calls to accept immediately and which calls can be addressed at a later
time.
Find Me adapts to any and all possible call flow scenarios on a person-by-person basis using the
scheduler, HUD, and a VIP list.
Access FindMe settings via the Features tab of the User Panel. Covering all possible FindMe
implementations goes beyond the scope of this document, but a single, basic example of FindMe
follows:
Figure 5.4.2.3.1 Forwarding and FindMe Settings

1. Ring
2. Announce Find Me
3. Call Screening
4. Ring mobile
5. Ring remote office
6. Return to voicemail
5ectloo 5.4.2.5. 1be A.c.u. tob
The A.C.D. tab allows the user specific control over Automatic Call Distribution functions
described in Section 5.2.13: Automatic Call Distribution (ACD). This tab is only available if the
user has permission to access this area (granted by the Administrator).
The Reporting tab gives the user the ability to look at server call reporting. This tab is only
available if the user has permission to access this area (granted by the Administrator). See
Section 5.4.4: Viewing Call Log Reports for more information.
5ectloo 5.4.J. Acu/cc Aqeot loqlo ooJ loqoot
When using the Advanced Call Distribution functions available in Call Center Edition, users must
login and logout of the ACD system so that the system knows when they are available for calls.
There are a number of ways to login a user to all queues:
Dial *1 from the users phone to login to all queues. The system asks for the users password.
*3 logs the user out of all queues.
From HUD, click the and select the appropriate option in the popup menu to login or logout.
HUD users with appropriate rights can login and logout other extensions as well using the
for another individual in the contacts list.
! Even permanent queue members must login (using *1) at least once before the system
recognizes their phone.
5ectloo 5.4.4. vlewloq coll loq kepotts
Click the Reporting tab of the Admin Panel to view reports for various call types. Clicking
displays the following interface:
These options allow administrators to create reports showing call activity. Choose the
appropriate options and press Run Report to get the results using specific call types, date
ranges, and filters.
If you select the Show as CSV option, trixbox Pro generates a CSV file that can be downloaded
and imported into Excel or another database or spreadsheet.


Full call logs also exist on your trixbox Pro in the following directory:
/var/log/asterisk/cdr-csv
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If the customers server has the Call Center Edition, detailed reports can be generated from
queue activity.
To view ACD Reports, click A.C.D # reports. Generate multiple types of reports for any date
range and any queue (or multiple queues). The resulting reports show completed and
abandoned calls by total, month, date, day of week, and time of day.
Figure 5.4.4.1 Create a Report


These reports, used in conjunction with other data, provide essential information on the
performance of your agents and should be used to make adjustments to business processes,
including hours and days of operation, resource allocation, and scheduling breaks and vacations.
5ectloo 5.4.6. vlewloq 5etvet 5totos
trixbox Pro includes a variety of heartbeat monitors allowing you to view the current status of
resources, network traffic, and calls. To view these graphs, click Status # resources or Status
# trunks to view system resources and trunk usage respectively.
The Resources submenu gives you access to graphs that show usage statistics for the CPU,
hard drive, and memory. In addition, PSTN and SIP channel usage and network activity are
monitored in either real-time or up to a month in the past.
The Trunks submenu gives you a snapshot of channels currently in use on the server including
line status and calls in progress. This display is updated whenever the page is reloaded or every
30 seconds automatically. Trunk usage helps your customer track the growth of their company
providing foresight into when more trunks should be ordered and which trunks are underutilized.
Figure 5.4.5.1 Graph of Completed vs. Abandoned Calls


Figure 5.4.6.1 The Status Page for All Hardware Trunks (Analog/PRI/BRI)
The Alerts submenu offers you the ability to send alerts about resource usage levels you define.
Send these alerts to yourself or your on-call staff. Or use a group email address to alert
everyone on your support team (we do)!


Figure 5.4.6.2 Configure Alerts
As a Fonality Partner, you may want to send these notifications to an email address alerting you
to trouble when customer servers reach critical resource levels.
5ectloo 5.5. 5etop of kemote lbooes
You must make changes to your firewall and/or router in order to use remote phones with trixbox
Pro.
Since remote phones are simply IP-based devices, as long as the remote phone connects to the
trixbox Pro through an Internet connection with a stable upload and download speed of at least
80 kbps they should work well.
The following assumes that the customers network is configured based on Fonality-
recommended network architecture and the server is located on the private side of a customer
router with a static public IP address. If the customer router has a DHCP IP address, the
following instructions will work. However, if the external IP address of the customers router
changes, remote phones may require some time to register with trixbox Pro or, in some cases,
may require a restart.
The following Fonality article explains in detail how to configure remote phones with trixbox Pro:
http://help.trixbox.com/Setting_Up_Remote_Phones
If the remote phone sits at a site with a VPN connection that routes the internal IP address of
trixbox Pro appropriately (like a branch office with a branch VPN connection that passes traffic
appropriately), the following changes are not required.

In order to allow remote registration of IP phones, a customers router should be set up to allow
incoming SIP and RTP traffic to trixbox Pro, and remote phones need to know where to find
trixbox Pro.
A remote phone, once on the network, will initiate an outbound connection to trixbox Pro. Once
registered, the phone maintains registration via keep alive messages sent by default every 120
seconds. A registered phone is functionally identical to phones local to the trixbox Pro.
Thus, firewall changes need only occur at the location of the trixbox Pro assuming the remote
network allows outbound Internet traffic on the appropriate ports (which should be the case for
most networks).
In order to allow remote SIP and RTP traffic, a router must pass UDP traffic from a public IP
address to trixbox Pro. RTP ports are dynamically allocated, so some SIP-aware routers do not
require that all ports be mapped since they will automatically forward the appropriate RTP traffic
based on the SIP negotiations. Configure the customers firewall to pass traffic for the following:
UDP Port 5060
UDP Ports 3000 to 4000 for Aastra Phones
UDP Ports 10000 to 20000 for Polycom and Cisco Phones
UDP Ports 9710 to 20000 for Soft Phones

Each phone requires reconfiguration in order to register with the external address of trixbox Pro
rather than the internal IP. Changing the server address of the phone to the external domain
name points the phone at the external IP of trixbox Pro.
Each model of IP phone has a different method of changing the server address (aka the registrar
server). Consult the following Fonality help document for specific instructions:
http://help.trixbox.com/Setting_Up_Remote_Phones
s[nnnnnn].trixbox.fonality.com changes to s[nnnnnn]x.trixbox.fonality.com
If the customer wants to use HUD remotely, their router needs to pass TCP port 6600 from the
external IP to trixbox Pro. In addition, HUD settings need to change in order for HUD to connect
to the external IP address of trixbox Pro.
To change this setting, click File# Settings # Connection (on the left) and change Server Name
under Advanced Settings to the external Fonality DNS name of trixbox Pro
(s[nnnnnn]x.trixbox.fonality.com).


5ectloo 5.6. 5oftpbooe cooflqototloo
trixbox Pro can work with any SIP-compliant softphone application, including CounterPaths X-
ten and Eyebeam clients, SJ Phone, and many other softphones. In order to use a softphone
with trixbox Pro, register it as a device under Extensions # phones. trixbox Pro s Admin Panel
recognizes CounterPath and SJ Phone devices natively. For all other types of softphone,
choose other from the Vendor drop-down.
While each softphone differs significantly, the SIP registration settings are generally the same.
All softphones need at least the following three elements:
! Username
! Password
! Registrar server
Figure 2

If you have purchased a softphone solution through Fonality, you will receive a link to download
the softphone application from a Fonality-owned site. Click on the link and download the
appropriate software.
! Do not download any model of CounterPath softphone from CounterPaths website. Fonality
and CounterPath have partnered to provide a softphone with features native to trixbox Pro.
When launched, the Fonality softphone asks for your web username and password. Enter this
information and the softphone auto-configures.
For other soft phones, use the following settings:
Username: SOFTPHONEXXX, where XXX is the soft phone number
Authorization User: Same as Username
Authorization Password: Extension number
Domain or Realm: s[nnnnnn]x.trixbox.fonality.com (for users on
external networks)
SIP Proxy or Proxy Domain: Same as Domain/Realm
Port Number: 5060

For the username, use
the appropriate
softphone device name
usually in the format
SOFTPHONE001 - with
001 incrementing for
each softphone
configured on trixbox
Pro. Note that the
username should be
entered in CAPS.
The authentication
password is the
extension number set in
the Extensions page of
trixbox Pro.

Figure 5.6.1 Example Settings for X-Ten!s X-Lite

5ectloo 5.7. cooflqotloq llokeJ (ot 8toocb) 5etvets
Linked servers allow a number of advanced functions useful for branch offices or larger
installations where multiple physical locations exist.
When two trixbox Pro servers link, both trixbox Pros recognize all extensions as though they
were local. In addition, calls route between servers as well as through local PSTN or SIP
connections. For instance, a UK call made from a US branch could travel over the Internet
between the US and UK linked trixbox Pros, completing the call as a local call.
! For customers with international locations, linked servers means NO international toll
charges. The system pays for itself quickly when you consider toll savings.
To link two trixbox Pros, the customer must purchase the linked server option for both trixbox
Pros. Customers can purchase the linked server option directly from trixbox.com with a credit
card. Fonality applies the linking capability instantly. The customer should navigate to Options
# Link Servers to complete the link.
The image below demonstrates the link section of Fonalitys Admin Panel.

Figure 5.7.1 - Linking Servers
To unlink two servers, select the linked server in the Select Linked Servers you wish to Unlink
from drop-down menu and click Unlink Server.
In order for linking to work properly, IAX2 traffic on UDP port 4569 must be able to travel
between both servers. This usually requires firewall configuration at both sites. Ports should be
mapped from the public IP addresses of each trixbox Pro to the internal IP address.
Your companys Name Directory works across linked servers. Any customer dialing the main
telephone number for Server A can search the Name Directory for an employee on Server B and
connect instantly. When an external caller dials Server A and enters an extension located on
Server B, the call passes via IAX2 from Server A to Server B with the caller none the wiser.
Learn more reading the following Fonality wiki article:
http://help.trixbox.com/Linked_Servers

5ectloo 5.8. Ctoops ooJ letmlssloos
Groups allow you to define specific permissions for specific users or groups of users, as well as
define groups of users that can make/receive a group voicemail or group page.
Access the Groups interface via Extensions # groups.
By default, trixbox Pro comes with the following default groups: ACD Agents, ACD Managers,
and Basic Human Rights. You can modify these groups as well as create your own groups. To
modify any of these groups, click on the group name.
Every employee should be a member of the Basic Human Rights (BHR) group, and new users
can be added automatically to the group. Use the BHR group to define basic access every user
has to the various functions of trixbox Pro. Use the ACD Agents and ACD Managers groups to
fine tune permissions for these types of users, agents and managers respectively. You do not
need to use these pre-existing groups, but if you choose to use your own, we recommend that
you remove all users from these default groups and uncheck the option for Auto-add New
Users.
To add a group, enter the Group Name, an extension number for the group, and check Auto-
add New Users depending on whether or not youd like new extensions to be added to your
group automatically. Every group must have a unique extension. The Group Intercom, Group
Page, and Group Voicemail options require the group extension to function. Additionally, you
cannot use the extension to call the members of a group.
Each group contains the following three elements:
! Group Users (the members of a group)
! trixbox Pro Permissions (access to system functions)
! Group Permissions (access functions of HUD and functions specific to the group)
Additionally, Group Permissions contains a sub category called Current Groups. Members of
the groups listed in Current Groups are subject to the permissions granted to the group
members.
Group: ACD Managers # Members: President, CEO # Permission: Barge # Current Group:
Basic Human Rights.
The example above says, The President and CEO have the right to Barge any member of the
Basic Human Rights group.


Figure 5.8.1 - Groups and Permissions
The permissions system of trixbox Pro functions using additive logic. You will quickly discover
there is no deny option. Think of permissions like a light switch if the switch is on, the lights
are on, else, the lights are off. No matter how many times you grant a permission, on means on.
So if the President of a company belongs to Basic Human Rights, ACD Managers, and ACD
Agents, and each group grants the Barge permission the President can barge. This does not
mean he can barge three times, and no conflict exists because each group grants the same
permission. Just like you cannot turn on a light switch more than once, granting the same
permission in multiple groups to the same user only means the permission is available.
However, if the President is a member of BHR and ACD Agents, and each group receives starkly
different permissions, the President gets the all permissions granted to each group individually.
trixbox Pro groups define what users can and cannot do (hint: if you dont want a user to be able
to do something, dont grant that permission to the users group). Owing to the powerful yet
complex nature of the Fonality permission system, we recommend you approach configuration
from each individual employees point-of-view. Ask yourself should I be able to do this? as
though you are the customers employee. Using this approach, configuration should take next to
no time.
Explanations of each option follow:
HUD -- Record my calls: Record your own calls via HUD.

Fonality Confiuential - B0 N0T BISTRIB0TE - 1uu -
HUD -- Transfer call from my extension: Transfer calls from your extension using the drag and
drop features of HUD.
HUD -- Transfer call to my extension: Transfer calls to your extension using the drag and drop
features of HUD.
ACD -- Add queue: Add new queues within the Advanced Call Distribution interface. Only grant
this permission to managers/executives or administrators.
ACD -- Clear queue stats: Clear queue statistics for any and all queues (A.C.D. # view queues).
ACD -- Delete my recorded calls: Delete your recorded calls (User Panel: A.C.D. # recording).
ACD -- Delete others' recorded calls: Delete the recorded calls of other users. This permission
should only be granted to manager/executives or administrators.
ACD -- Delete queue: Delete A.C.D. queues. This permission should only be granted to
manager/executives or administrators.
ACD -- Edit queue: Edit A.C.D. queue settings. This permission should only be granted to
manager/executives or administrators.
ACD -- Listen to my recorded calls: Listen to your recorded calls.
ACD -- Listen to others' recorded calls: Listen to the recorded calls of other users. This
permission should only be granted to manager/executives or administrators.
ACD -- Login/out all agents: Login or logout other users to/from queues. This permission should
only be granted to manager/executives or administrators.
ACD -- Press-to-accept: Control the setting for Queue Press-to-accept. See Section 5.2.7:
Configuring Extensions for more information about this option.
ACD -- Queue Auto-logoff: Control the setting for Queue Auto-logoff. See Section 5.2.7:
ACD -- Queue Ignore-if-busy: Control the setting for Queue Ignore-if-busy. See Section 5.2.7:
ACD -- Record my calls: Record your own calls.
ACD -- Record others' calls: Record the calls of other users. This permission should only be
granted to manager/executives or administrators.
ACD -- View queues: View the queues under A.C.D. # view queues.
ACD -- View reports: View call reports under A.C.D.# acd reports.
EXT -- Call forwarding: Forward your calls via the User Panel.
EXT -- Set ring seconds: Change the number of seconds your extension rings via the User
Panel.

Fonality Confiuential - B0 N0T BISTRIB0TE - 1u1 -
trixbox Pro -- View Reporting: View reports via Reporting # cdr reports. CDR reports do not
provide the same level of detail as ACD Reports.
VM -- Disable voicemail: Enable/disable voicemail for your extension via the User Panel.
VM -- Email attachments: Enable/disable email attachments for your extension via the User
Panel.

Figure 5.8.2 - Groups and Permissions Contd.
The next section, Group Permissions, allows control of what permissions the users in this group
(defined by the users in group above) have over other groups.
An administrative group might need permission to access everything for members of other
groups. In this case, you would add all Available Permissions to Current Permissions and all
Available Groups to Current Groups.
In another example, you may want to grant managers full access to their staff only (but not other
managers, executives, or other staff members). In this case, you would add all Available
Permissions to Current Permissions and only add a group made up of the managers
employees to Current Groups.
The available Group Permissions are as follows:
HUD -- Barge: Barge the calls of any member specified under Current Groups using HUD.
HUD -- Change agent login status: Change the agent login status of any member specified under
Current Groups using HUD.
HUD -- Record others' calls: Record the calls of any member specified under Current Groups
using HUD.

HUD -- See agent login status: View the login status of any member specified under Current
Groups using HUD.
HUD -- See other's call details: See the call details of any member specified under Current
Groups using HUD.
HUD -- See other's call state: See the call state of any member specified under Current Groups
using HUD.
HUD -- See others' extensions: See the extension of any member specified under Current
Groups using HUD.
HUD -- Transfer call from others' extensions: Transfer calls from the extension of any member
specified under Current Groups using HUD.
HUD -- Transfer call to VM: Transfer a call to the voicemail of any member specified under
Current Groups using HUD.
HUD -- Transfer call to others' extensions: Transfer a call to the extension of any member
specified under Current Groups using HUD.
trixbox Pro -- Group Intercom: Intercom every member of Current Groups.
trixbox Pro -- Group Page: Page every member of Current Groups.
trixbox Pro -- Group Voicemail: Leave a voicemail for every member of Current Groups all at
once.
trixbox Pro -- Individual Intercom: Intercom any member specified under Current Groups.
! Always keep in mind that listing a group under Current Groups means the permissions
listed above effect every member of the group.

Fonality Confiuential - B0 N0T BISTRIB0TE - 1uS -
5ectloo 5.9. lONcoll
FONcall is an extension available for the Firefox web browser. Once installed, FONcall will
automatically detect phone numbers in web pages, highlight them, and allow you the click on the
number in order to call it. FONcall takes your web username and web password just like HUD,
so FONcall knows your extension automatically. When you click a phone number within a web
page, FONcall sends a click-to-call request to your trixbox Pro. trixbox Pro dials your extension,
your extension rings, and once you answer, the call to the phone number you clicked completes
automatically.

FONcall is only available for Firefox. Fonality has no plans to create a similar plug-in for any
other open-source browser. FONcall works with all international numbering plans (e.g. FONcall
correctly parses EU numbers that occasionally begin with a 0 as long as you set your region
properly under Options # settings).
"#$%&'( @* 9,'57/#0:''%&(> %,&67'6 +,'
This section lists guidelines for troubleshooting many of the issues that might arise when
installing and maintaining trixbox Pro.
Some sections reference logging into trixbox Pro as root. Logging in as root requires a root
password set via the console utility displayed upon successful boot.
! Login to the Fonality console utility using the username ip and the password ip.
You will see a numbered list of options. Select option 11 to set the root password for your
trixbox Pro. Once you set a root password, you can login to trixbox Pro via SSH or the console
using the username root and password that you set.
! trixbox Pro has no default root password.
Like any administrative password, you should take care to pick a random password with
numbers, letters, and symbols. Root SSH access to a trixbox Pro allows complete access to the
system.
5ectloo 6.1. ltoblems wltb tbe lostollotloo
Most basic installation issues have to do with Internet access and IP addressing of the server,
but a variety of issues can result from poor network performance, incorrect settings, or ISP
Figure 5.9.1: FONcall in action

variations. If you follow all steps detailed in Section 5: Installing trixbox Pro, you should not have
any issues.
5ectloo 6.1.1. 5etvet coooot 8e ActlvoteJ
If your system fails activation, double-check the status of your Internet connection. If trixbox Pro
cannot connect to the outside (due to a network or firewall restriction) activation fails and you will
not be able to progress. Try plugging another device into the same port with the same IP
address and see if you can access to the Internet.
5ectloo 6.1.2. AJmlo looel - coooot coooect to 5etvet oftet loqlo
Make sure that the server has a static, routable IP on the network. Port 80 and 8000 should be
open to external IP addresses. To verify proper network setup, ping the trixbox Pro from inside
the network. If unsuccessful, verify the physical connections, VLAN ports (if using VLANs) and
firewall settings. Use the ping utility on the console to ensure that trixbox Pro can access the
Internet.
5ectloo 6.1.J. AJmlo looel -ttots oo 5peclflc loqes
Asterisk is not running on the server, usually due to a mis-configuration of the PSTN cards.
Verify that you setup cards correctly under Options # cards. If you are unsuccessful, contact
Fonality support.
Note that E1s or ISDN-30 lines in Europe are not supported in the Cards interface yet and must
be manually configured by Fonality support.
! Administrators familiar with Linux can attempt to configure BRI cards using instructions from
Sangomas wiki:
http://wiki.sangoma.com/sangoma-wanpipe-smg-asterisk-bri-installation
If you still have issues with starting Asterisk log into the server via SSH or via the console as root
and inspect the asterisk logs in /var/log/asterisk for clues.
5ectloo 6.1.4. keqlsttotloo ptoblems wltb lotetool ll lbooes
By default, trixbox Pro provisions phones using its own internal DNS name. If you have
problems with remote phones registering, consult Section 5.5: Setup of Remote Phones.
First, make sure that youve followed the guidelines for Fonalitys DNS requirements listed in
Section 3.4: DNS on Fonality Networks.
Using standard tools (e.g. nslookup and dig), discover the IP address associated with the DNS
names of trixbox Pro (see Section 3.1: trixbox Pro DNS). Make sure these names resolve
properly on the DNS servers used by the phones.
If the server moves from one internal IP address to another, the phones may need to reboot and
you should flush the DNS servers caches (if the phones are not using trixbox Pro for DNS).

Fonality Confiuential - B0 N0T BISTRIB0TE - 1uS -
http://help.trixbox.com/My_trixbox_Pro_IP_address_changed_or_restarted._Why_wont_m
y_phones_register%3F
Obtain the IP address of the phone, (accessible via the phones administrative menu). Ensure
that the IP shown is correct, and ping the phones IP address on the network from another
workstation to make sure the physical network connection is working properly.
Make sure that physical connections, VLANs (if appropriate), and other networking infrastructure
are setup properly to pass traffic from the phone to the server.
5ectloo 6.1.5. AoJlo coll Ooollty lssoes oo lotetool lbooes
If you have calls with audio drops or words arrive out of order, try to isolate the root cause using
the following troubleshooting methods:
1) If the audio issue presents only when making outside calls, consider calling the Telco
provider. If using SIP Trunks, you may need to contact the SIP provider or modify your firewall
configuration for better VoIP performance.
2) If the audio issue presents only intermittently, try to use SNMP network tools, network
monitoring, or managed switches to determine if issues correspond with periods of peak network
traffic. If you can confirm issues during peak periods, use VLANs and QoS services on the
network to ensure priority delivery of audio packets.
3) Ensure there are no physical connection issues or bottlenecks from the phone to the server.
Bottlenecks might include loops on the network, slow or old hubs, or poor cabling.
http://help.trixbox.com/Planning_Your_Network_for_VoIP
5ectloo 6.1.6. cbo oo colls
You can correct most echo issues quickly using the options under Options # echo. Fonalitys
wiki contains detailed information and tips for troubleshooting echo:
http://help.trixbox.com/index.php/How_do_I_get_rid_of_echo%3F
http://help.trixbox.com/Various_types_of_echo
In most cases, echo presents system-wide. If a single extension has echo, verify by making
multiple calls from various types of phones (internal, external land-line, cellular) to the extension
in question. In most cases, echo presents intermittently system wide, but often only one user
actually reports echo as an issue.
5ectloo 6.1.7. volcemolls uo Not Cet 5eot vlo moll
trixbox Pro generally sends voicemail directly to the email address listed in the Extension page of
a particular user. However, in some cases, ISPs block port 25 or require authentication in order
to provide a higher level of control over outbound email. In these cases, change the Mail Server
Hostname, Username, and Password in the Options tab (see Section 5.2.15: Other trixbox Pro
Options).

5ectloo 6.1.8. 1lme Not 5bowloq cottectly oo lbooes
IP phones sync their clocks with a network timeserver. trixbox Pro comes standard with an NTP
server configurable to synchronize with any IP-addressable time server. Fonality recommends
using tick.ucla.edu for your NTP server. If the time displayed on the phones is inaccurate,
check the settings regarding timeserver and time zone for each phone displaying the wrong time.
Read more information about changing the time displayed on IP phones:
http://help.trixbox.com/How_To_Set_a_Time_Zone_on_Your_Phones_and_Server
http://help.trixbox.com/Daylight_Savings_Changes_in_2007
5ectloo 6.1.9. 1lme Not 5bowloq cottectly oo AJmlo lotetfoce
If your call logs, voicemails, and timestamps are inaccurate, the servers time zone is not set
correctly. To fix this issue, click Options # settings and set the time zone correctly.
5ectloo 6.1.10. collet lu Not 5bowloq ltopetly oo OotboooJ colls
If users report that they receive incorrect Caller ID from trixbox Pro, please perform the following
steps:
1. In the System Settings (Options # settings), check that something exists for Global Caller-
ID. By default this option is blocked.
2. Check if the extensions settings specify a Caller-ID other than the Global setting.
3. Make sure that the customer is using a PSTN or SIP connection that supports outbound
Caller-ID. Analog Caller-ID is set by the Telco and never by trixbox Pro.
4. Caller-ID is generally passed as the full number of digits as defined by the phone numbers
tab, but in some cases, the Telco may require a specific number of digits. For instance, some
European telcos require passing two and only two digits for Caller-ID information on E1 circuits.
They will take the two digits, match them up to the DIDs for the customer and send the
appropriate Caller-ID to the outside world. However, the telco will reject anything other than two
digits, and Caller ID appears as the main number listed for the E1 account.
If you have a connection that supports Caller-ID (like BRI, PRI, or SIP) but Caller ID displays
incorrectly, check with the Telco for requirements.
See the following help document for more information:
http://help.trixbox.com/Setting_Caller-ID
5ectloo 6.1.11. ttlxbox lto Joes oot kecoqolze keyptesses
If callers complain that the system does not understand their keypresses, navigate to Options #
settings and set Relax DTMF equal to yes.

5ectloo 6.1.12. 1bete ls o J-5ecooJ loose 8efote o keyptess ls AccepteJ
If callers complain that their keypresses are not instantly processed, make sure that none of your
keypresses correspond with the first digit of any extension on the system. If a keypress matches
the first digit of an extension, trixbox Pro waits for other digits and only accepts the keypress
after verifying that no other digits are being pressed.
In most cases, you will want to disable the Allow Extension Keypresses option under Options
# settings to avoid this problem.
5ectloo 6.1.1J. 8lost Ctoops ooJ kloq-All Ooeoes ote llmlteJ to 10 osets?
trixbox Pro restricts the number of members in a Blast Group or Ring All queue to 10 users or
less to avoid overload during periods of high call volume. To disable this limitation, navigate to
Options # settings and select no under the Limit Blast/Ringall Agents. Fonality does not
recommend adding more than 10 extensions in a Ring All queue or Blast Group.
5ectloo 6.2. ltoblems wltb kemote lbooes
Remote Phones require specific configuration of a variety of network devices (firewalls, routers)
in order to function properly. Here are some tips on how to isolate remote phone issues.
! IP Phones generate their own dial tone meaning hearing a dial tone when you lift the receiver
does not indicate the phone can make and receive calls.
5ectloo 6.2.1. kemote lbooes wlll oot keqlstet
If a remote phone will not register with trixbox Pro, the first thing to check is that youve followed
all of the procedures stated in Section 5.5: Setup of Remote Phones. In particular, make sure
that the remote phones server name was changed in all the appropriate places.
Using network tools like nslookup and dig, find the IP address of the external DNS name for
trixbox Pro (see Section 3.1: trixbox Pro DNS). In some cases where customers have more than
one Internet connection, it is possible for the external DNS name to resolve to a different IP due
to firewall configuration issues. If a DNS query does not return the expected IP address, check
the firewalls configuration so that all outbound traffic from trixbox Pro routes through the correct
Internet connection.
Make sure that DNS resolves correctly and the IP address is routable at the remote location. If
the firewall at the trixbox Pros location responds to pings, try pinging the external IP of the
firewall from the remote location to verify connectivity.
Make sure that the firewall on the remote side allows all traffic initiated by devices on the remote
network.
If problems persist, go to the next section for more advanced Router troubleshooting.
5ectloo 6.2.2. ltoblems wltb kootets
Incompatible or mis-configured routers cause the most problems with Remote Phones.

While it is impossible to provide router configurations for all routers, here are some places to look
if you suspect your router as the root cause, or if you are experiencing audio problems with
remote phones only.
Check the port mapping requirements specified in Section 5.5: Setup of Remote Phones.
If the firewall has specific features for VoIP, make sure to consult the firewalls documentation to
determine proper settings. For instance, SonicWall routers require enabling Consistent NAT,
but disabling SIP Transformations for proper remote phone operation.
If your firewall has settings for UDP timeouts, make sure they are set to 120 seconds or more.
This setting prevents registration requests from timing out causing remote phones to lose their
connection to trixbox Pro.
See the following page for Fonalitys recommended routers:
http://help.trixbox.com/Suggested_Routers
Perform remote phone testing at times when both the remote and main networks are relatively
quiet. Trying to isolate an issue during peak network activity is stressful and unproductive.
If you experience audio problems with remote phones only during times of heavy Internet traffic,
you may need to implement bandwidth restrictions on your router or firewall. Some routers do
not support this feature, so you may need to replace or upgrade a firewall. Plan for 100kps per
active call when designing your bandwidth-limiting scheme.
For maximum number of concurrent calls on any data connection, consider using of the G.729
compression protocol. Read more information at:
http://help.trixbox.com/G.729_Benefits_and_Drawbacks
5ectloo 6.J. lollote MoJes
Because the Fonality server products depend on internal networks and external connections to
both PSTN and Internet connections, there are various failure modes for which Fonality partners
need to be prepared.
5ectloo 6.J.1. lollote of lotetoet coooectloo
If a customers Internet connection fails, there are a number of potential services that may fail.
These include:
! Remote Phones
! SIP Dial Tone or Trunk Providers
! User Panel Access
! Admin Panel Access
Customers need to understand these failure scenarios since Internet connections are still not as
reliable as PSTN connections. Especially if the customer uses SIP Trunks for their primary
connection, they should strongly consider the service implications of an Internet outage weighed
against the potential cost savings of SIP Trunks.

For customers using internal phones with PSTN connections, the only interruption of service will
be the inability to make changes to trixbox Pro configurations during the outage. For most
customers, the loss of this specific functionality during an Internet outage is trivial.
However, if the customer does not follow the DNS recommendations outlined in Section 3.4:
DNS on Fonality Networks, internal phones may also lose their connections to trixbox Pro if the
Internet connection fails.
Read more information at:
http://help.trixbox.com/Reliable_phone_service_during_Internet_outages
5ectloo 6.J.2. l51N lollote
If the phone lines for a server using PSTN connections fail, the following services will fail:
! Incoming calls on that PSTN line
! Outgoing calls for all external calls if that PSTN line is the only external connection
For customers that cannot tolerate any downtime, Fonality recommends using a SIP Trunk as
the secondary route for outbound connections. See Section 5.2.14: Setting up Dial Plans for
more information on how to set up secondary routes.
5ectloo 6.J.J. lowet Ootoqes
If the power fails, unless trixbox Pro connects via an Uninterruptible Power Supply, the entire
system will fail.
If a UPS protects the server but not the phones, trixbox Pro will continue to operate as long as
the external lines are PSTN (i.e. not SIP) and the associated Telco equipment isnt affected by
the power outage; however, the phones will not ring because they require power. If the Internet
connection fails at any place in the network (e.g. router, switch, hub, etc.), the Admin Panel will
no longer be available.
5ectloo 6.J.4. utlve lollote
trixbox Pro, like a PC, depends on a hard drive, so a malfunctioning hard drive will prevent
operation. For this reason, Fonality recommends configuring RAID on all trixbox Pros.
With RAID, when one of the two drives fails, sometimes the failure is recoverable and the server
continues to operate. In other cases, the server may crash and require a reboot.
In the case of a RAID failure, follow these instructions:
http://help.trixbox.com/Recovery_from_a_failed_disk_in_a_RAID_mirror
!If your trixbox Pro supports RAID in the BIOS rather as an alternative to the software RAID
option presented during installation, notification of a RAID failure and its repair are solely the
responsibility of the customer or Fonality provider.

Fonality does not provide support for BIOS enabled RAID systems using built in controllers or
PCI controllers.
5ectloo 6.J.5. 5etvet ctosbloq ot ketoel loolcs
In infrequent cases, trixbox Pro may experience a kernel panic. If you are able to confirm that a
trixbox Pro has panicked, use a monitor and keyboard directly attached to the server to
document the error message displayed. Also, confirm power and network connections.
Sometimes, you will see I/O or disk errors on screen, indicating a drive failure. In this case, go to
Section 6.3.4: Drive Failure.
If the server crashed while something during a change of hardware cards or other components,
reverse your changes and restart.
If the server has in fact crashed during normal operation, open a support ticket on the Admin
Panel or call Fonality directly and open a ticket for a System Down Emergency.
In a case where the customer cannot wait for Fonality support to diagnose the issue, you can
restart the server to check if the issue resolves itself. Linux dynamically resolves many errors
encountered during normal operation. However, without a diagnosis at the time of failure, it may
be impossible to determine the root cause of the crash.
Frequently, driver problems or upgrades required on PSTN cards cause this type of failure.
Contact Fonality support to investigate card firmware and/or driver versions and determine the
need for updates.
5ectloo 6.4. 5etvet Aletts
As discussed in Section 5.4.6: Viewing Server Status, you can set usage alerts for trixbox Pro.
If youve received a notification about a particular issue, here are some guidelines for possible
causes and solutions.
CPU Notifications: If you receive periodic CPU notifications, take note of when they appear. As
you know, CPU utilization can reach high levels during intensive tasks like log rolling, reboots, or
initial configuration tasks. A single notification does not mean the system has a problem.
However, multiple notifications, especially during periods of peak call volume, may mean that the
server has performance issues during CPU intensive operations such as transcoding
compressed audio, conference calls, or using software-based echo cancellation on multiple
analog lines. Determining if CPU utilization corresponds with high channel usage indicates a
resource bottleneck.
You can try to turn off the HUD Server Enabled option and Call Reporting options under
Options # settings to reduce activity on the server if the customer does not require these
options.
Disk Capacity: If your disk capacity rises above 50%, consider auditing user voicemail boxes,
audio prompts, and call recordings.
Memory Swapping or RAM: trixbox Pro depends heavily on RAM to manage the data passing
through. If your system is short on RAM, you may receive these alerts. Add 512MB to 1GB
additional RAM to alleviate this bottleneck. While Asterisk can run on as little as 256MB of RAM,

a trixbox Pro with a PRI connection running HUD and multiple A.C.D.s can easily consume
multiple GBs of RAM.
Number of Trunks: This alert means that a majority of your Telco lines are being used. Consider
additional lines, such as analog, PRI, or SIP trunks.
Network Notifications: While seldom encountered, network alerts could indicate a network
performance issue, overload on the NIC card, or network-infrastructure related issues.
5ectloo 6.5. ltoblems wltb coll Meoos, nuu, ooJ coll ceotet Jltloo
For the more advanced features of trixbox Pro, a variety of issues may occur that relate to Call
Menus, HUD and the A.C.D. system.
Some of these issues are covered below, but you can read more specific guides for Call Center
Edition here:
http://help.trixbox.com/Call_Center_Edition
5ectloo 6.5.1. nuu uoes Not Allow loqlo
If HUD will not connect or does not allow access to other extensions, here are a few things to
check:
Check to make sure that the user has In HUD marked as yes in their extension (only users
who are in HUD can use HUD).
Confirm that the user can login to their User Panel (verifies the username and password are
valid).
Confirm that the user is a member of a group with the appropriate permissions under Extensions
# groups (most HUD features are permissible).
In addition, if they do not have access to the appropriate functions for other extensions, make
sure the appropriate rights are granted and that the other extensions have been added to the
Current Groups under the Group Permissions section. See Section 5.8: Groups and
Permissions for more information.
Make sure TCP traffic on port 6600 travels unrestricted from the users computer to trixbox Pro
(HUD Server uses an IRC Server listening for traffic on TCP port 6600). If the users computer is
external, port mapping and firewall rules are required to allow proper communication with the
HUD Server.
5ectloo 6.5.2. Ooeoes Not kloqloq
If a queue agents phone does not ring, try the following steps:
Make sure that the user has logged in using either *1 from their own extension, HUD, or the
login feature available under A.C.D. # view queues via the Admin Panel. Even if the agent is
marked as permanent, they must login at least once in order for a queue to ring the agent.

Verify if queue agents are ringing. If not, confirm the call menu steps that bring the caller to the
queue.
5ectloo 6.5.J. Ooeoe 8ebovlot
In some cases, Queues may seem to ring longer than defined in the call menus. This is usually
a combination of the times defined in three areas on the A.C.D.
If the Retry Seconds and Agent Ring setting of a queue is setup so that a Queue will initiate a
retry around the same time as the call menu has specified that a Queue should stop ringing, the
retry may take precedence.
For instance, if the call menu specifies that a queue should ring for 15 seconds, but agents are
set to ring for 15 seconds with a retry of 15 seconds, the queue rings for 30 seconds since the
queue waits for the ring all and retry timers to complete before terminating.
To resolve this issue, increase the agent ring time to 20 seconds so that retry does not take
effect before the call menu terminates the queue.
In some cases, this setting still results in a queue wait time significantly longer than intended. To
alleviate long wait times, add a step to wait for 1 second immediately after the Go To queue
sequence. This setting helps terminate the queue at the proper time.
If the queue rings members out of order, look at various settings for the queue type, agent
priority, and wrap-up time. Improperly configured queues may behave unexpectedly.
5ectloo 6.5.4. 5cbeJoles uo Not wotk
If your schedules take effect during unpredictable times of the day or week, make sure that
youre not spanning midnight using a single day-based schedule. trixbox Pro does not allow
weekday-based schedules that span midnight. Conversely, you can use date-based schedules
to span midnight.
For more information, consult the following Fonality help document:
http://help.trixbox.com/Building-Schedules
5ectloo 6.6. Movloq o lbooe to oootbet xteosloo
To move a phone from one extension to another, please perform the following steps:
1. Access the extension list via Extensions # view extensions.
2. Click on the current extension paired with the device.
3. Set Phones / devices to Virtual Extensions
4. Click Update Extension.
5. Click on the new extension.
6. Select the device from the Phones / devices drop-down.
7. Click Update Extension.
8. Reset the phone.

Consult the following Fonality help document for more information:
http://help.trixbox.com/How_to_change_extension_numbers
5ectloo 6.7. Opeoloq o 5oppott 1lcket wltb looollty
Fonality has a "Support Portal" dubbed "Supportal" all customers use as a gateway to Fonality
Support. This supportal is available to all customers to contact support at any time for any
reason. Supportal automatically creates a ticket and correspondence continues via email.
You can find Supportal at http://fonality.com/support/ as well as within the Admin Panel via the
orange ? mark located at the bottom right portion of the screen. It should be noted that only
trixbox Pro administrators can use Supportal and tbadminXXXXXX credentials must be provided
to use the tool. Fonality Partners can access Supportal using their Reseller login credentials.
When filling out a support ticket, please add all relevant information and select a category
carefully. Upon receipt of a ticket the support team will respond to you as quickly as possible.

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