Far south networks Com.X PBX User manual

©2010 Far South Networks
Com.X PBX
End User Guide
Version 1.1, 8 September 2010

©2010 Far South Networks
Document History
Version Date Description of Changes
1.0 10/01/01 Preliminary
1.1 10/10/08 Added instructions for remote voice mailbox access,
completed sections on blacklist, agents / queues
,directory and hot desking.

©2010 Far South Networks
Table of Contents
1 INTRODUCTION.........................................................................................................................5
1.1 O VERVIEW ..................................................................................................................................5
1.2 T ERMINOLOGY ............................................................................................................................5
2 BASIC USAGE .............................................................................................................................6
2.1 P HONE T YPES ..............................................................................................................................6
2.1.1 Analog Phone/DECT Phone .............................................................................................6
2.1.2 Yealink T20P/T22P...........................................................................................................6
2.1.3 Yealink T28P.....................................................................................................................7
2.1.4 Other IP Phones ...............................................................................................................7
2.2 M AKING C ALLS ..........................................................................................................................7
2.2.1 Dialling an Extension .......................................................................................................7
2.2.2 State of an Extension ........................................................................................................7
2.2.3 Direct Voicemail Access ...................................................................................................8
2.2.4 Dialling Outside Lines......................................................................................................8
2.2.4.1 PIN Protected Lines ...................................................................................................................8
2.2.5 Dialling Conferences, Ring Groups, etc...........................................................................8
2.2.6 Dialling Feature Codes ....................................................................................................8
2.3 R ECEIVING C ALLS .......................................................................................................................8
2.3.1 Direct Inward Dialling (DID) ..........................................................................................8
2.4 T RANSFERRING C ALLS ................................................................................................................8
2.4.1 Analog Extensions ............................................................................................................8
2.4.2 Digital Extensions.............................................................................................................9
3 PHONE ACCESSIBLE FEATURES ........................................................................................ 10
3.1 V OICEMAIL ...............................................................................................................................10
3.1.1 Access Voicemail IVR.....................................................................................................10
3.1.2 Voicemail Menus ............................................................................................................10
3.1.2.1 Mailbox options (press 0)......................................................................................................... 10
3.1.2.2 Listen to messages (press 1)..................................................................................................... 10
3.1.2.3 Change folders(press 2)............................................................................................................ 10
3.1.2.4 Advanced options (press 3) ...................................................................................................... 11
3.2 S PEED D IAL ..............................................................................................................................11
3.2.1 Create or Edit Speed Dial...............................................................................................11
3.2.2 Dial a Speed Dial Number..............................................................................................11
3.3 C ALL F ORWARDING .................................................................................................................. 11
3.3.1 Activate Call Forwarding ...............................................................................................11
3.3.2 Deactivate Call Forwarding...........................................................................................11
3.4 C ALL W AITING .........................................................................................................................11
3.5 C ALL P ICKUP ............................................................................................................................12
3.6 F OLLOW M E ..............................................................................................................................12

©2009 Far South Networks
3.7 D AY /N IGHT M ODE ....................................................................................................................12
3.8 D O N OT D ISTURB (DND) .........................................................................................................12
3.9 C ALL T RACE .............................................................................................................................12
3.10 M ISCELLANEOUS F EATURES ................................................................................................ 12
3.11 A UTO A TTENDANT / IVR .....................................................................................................13
3.12 R ING G ROUPS .......................................................................................................................13
3.13 M USIC O N H OLD .................................................................................................................. 13
3.14 P AGING ................................................................................................................................ 13
3.15 C ALL P ARKING ..................................................................................................................... 13
3.16 C ONFERENCES ......................................................................................................................13
3.17 A GENTS AND Q UEUES .......................................................................................................... 13
3.18 T IME C ONDITIONS ................................................................................................................13
3.19 B LACKLIST ...........................................................................................................................13
3.20 C ALL R ECORDING ................................................................................................................ 14
3.21 H OT D ESK ............................................................................................................................14
3.22 D IRECTORY ..........................................................................................................................14
4 WEB ACCESSIBLE FEATURES............................................................................................. 15
4.1 L OGIN .......................................................................................................................................15
4.2 I NBOX .......................................................................................................................................15
4.3 C ALL M ONITOR ........................................................................................................................15
4.4 P HONE F EATURES .....................................................................................................................15
4.5 F OLLOW M E ..............................................................................................................................16
4.6 F EATURE C ODE L IST ................................................................................................................. 17
4.7 S ETTINGS .................................................................................................................................. 18

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1 Introduction
1.1 Overview
This document describes the usage of the Com.X PBX from the perspective of an
end user, i.e. a normal desktop user or switchboard operator.
1.2 Terminology
CLI – Calling Line Identification
DID – Direct Inward Dialling
DND – Do Not Disturb
DSS – Direct Station Selection
IVR – Interactive Voice Response

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2 Basic Usage
2.1 Phone Types
2.1.1 Analog Phone/DECT Phone
Com.X supports standard analog and DECT phones, for example Siemens
Euroset/Gigaset.
Special functions available depend on phone model, and may include:
Flash/Recall key – this key is used to place an existing call on hold and obtain
a second dial tone, typically for transferring the call
Calling Line ID (CLI) display
Speaker phone
2.1.2 Yealink T20P/T22P
The Yealink T20P and T22P are basic SIP (digital) phones, providing the following
features:
Call hold/transfer
Three-way conference
Message Waiting indicator and voicemail quick access
Full-duplex speakerphone
Calling Line ID (CLI)
Paging/Intercom

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2.1.3 Yealink T28P
The Yealink T28P is a SIP (digital) switchboard/reception or executive phone,
offering the following features:
Soft Key / DSS / Busy Lamp Field with optional outboard extender
Call hold/transfer
Three-way conference
Message Waiting indicator and voicemail quick access
Full-duplex speakerphone
Calling Line ID (CLI)
Paging/Intercom
2.1.4 Other IP Phones
Other IP phones supported include:
Siemens Gigaset A580IP
Snom 300/320/360
2.2 Making Calls
2.2.1 Dialling an Extension
In most configurations, dialling an extension simply involves dialling the extension
number directly.
On digital phones, the waiting time after dialling certain numbers may be several
seconds. To complete dialling without waiting, press # or SEND after dialling.
Digital phones may have an address book for shortcut dialling.
The switchboard phone and other digital feature phones may have marked shortcut
keys (DSS keys) for direct dialling to extensions.
2.2.2 State of an Extension
Busy, call waiting enabled: caller will hear normal ring back and called party will
see/hear notification. Called party can place current call on hold or end current call
and pick up second call, or proceed to unavailable state if not answered.
Busy, call waiting disabled: caller will be redirected to voicemail if enabled, or follow
me settings.

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Unavailable: call not answered after preset timeout, caller redirected to voicemail if
enabled.
Do Not Disturb (DND): call redirected to voicemail
Call Forwarding: call redirected to programmed number
2.2.3 Direct Voicemail Access
It is possible to dial a user's voicemail box directly, if you prefer not to disturb.
Dial * followed by the user's extension.
2.2.4 Dialling Outside Lines
In most configurations, it is possible to dial outside lines directly. Alternatively, a
special access number may be required, e.g. 0 for outside line.
National calls: Area code + local number, e.g. 0118897776
International calls: 00 + country code + number, e.g. 001 805 555 2223
Special numbers: e.g. 10111, 0800 123 456
2.2.4.1 PIN Protected Lines
If PIN protection is enabled on an outside line, the user will be prompted for the pin
code followed by # after dialling the number and before the call continues.
2.2.5 Dialling Conferences, Ring Groups, etc.
Conferences, ring groups, queues and other are dialled in the same way as normal
extensions.
2.2.6 Dialling Feature Codes
Feature codes generally start with * and are used for enabling/disabling/configuring
special features. See sections below for more details.
2.3 Receiving Calls
An incoming call will ring the phone and display the calling number information on the
LCD (if applicable).
Digital phones provide the ability to reject a call, which will forward the caller to voice
mail if enabled.
2.3.1 Direct Inward Dialling (DID)
Direct Inward Dialling may be enabled, in which case an outside caller will be able to
dial direct to individual extensions.
2.4 Transferring Calls
2.4.1 Analog Extensions
To transfer, use one of three methods:
Method 1 – Press Flash/Recall to obtain a second dial tone, dial the destination
number and either hang up (unattended) or wait to speak and then hang up
(attended).
Method 2 – Press *2 followed by the number to transfer to (works as above)

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Method 3 – Press ## followed by the number to transfer to, your phone will
immediately drop the call (unattended only)
2.4.2 Digital Extensions
Press Transfer/TRAN on the phone followed by the number to transfer to. The caller
is placed on hold while you optionally speak to the destination user.
This method can also be used without requiring the call to be answered, i.e. Blind
unattended transfer.

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3 Phone Accessible Features
3.1 Voicemail
3.1.1 Access Voicemail IVR
Dial *97 to access voicemail for your extension. Enter your password followed by #
when prompted.
Dial *98 to access voicemail for any extension.
If your phone has a message waiting lamp with a button, this may also be used to
access voicemail.
To access voicemail remotely, dial your DID number and wait for your voicemail
message to play. When the message plays, press * to be prompted for your
password. Enter your password to gain access to your voice mailbox.
3.1.2 Voicemail Menus
Once in the voicemail IVR, you have the following options:
3.1.2.1 Mailbox options (press 0)
Press 0 from voicemail top menu to access mailbox options. Options are:
1 – record unavailable message
2 – record busy message
3 – record your name
4 – record a temporary greeting
5 – change your password
* – return to main menu
3.1.2.2 Listen to messages (press 1)
Press 1 from voicemail top menu to review messages. Options are:
The first message will begin to play. At any time you may use the menu options
below:
3 – advanced options (see below)
4 – play previous message
5 – repeat current message
6 – play next message
7 – delete current message
8 – forward message to another user
9 – save message
3.1.2.3 Change folders(press 2)
You may change the currently active folder (default is new messages).
0 – new messages
1 – old messages
2 – work messages

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3 – family messages
4 – messages from friends
3.1.2.4 Advanced options (press 3)
You may access advanced options after listening to a message. Advanced options
are:
1 – reply to current message
3 – listen to message envelope (caller ID, time)
3.2 Speed Dial
A default speed dial list may be created by the administrator.
3.2.1 Create or Edit Speed Dial
Users may enter their own speed dial list as follows:
1. Dial *75 and wait for prompt “Please enter the speed dial location then press
pound”
2. Enter a location (speed dial code) followed by hash, for example 01#
3. If the location is new, wait for prompt “Please enter the telephone number
then press pound”
4. Enter the full number (including line access digits if any) and press #
5. The new speed dial will be confirmed by voice prompt
3.2.2 Dial a Speed Dial Number
To use an existing speed dial, dial # followed by the speed dial code.
For example, if the code is 01, dial #01.
3.3 Call Forwarding
Call forwarding is activated and de-activated using the feature codes listed below.
3.3.1 Activate Call Forwarding
*52 – activate call forwarding on unavailable
*72 – activate call forwarding on busy + unavailable
*90 – activate call forwarding on busy
3.3.2 Deactivate Call Forwarding
*53 – deactivate call forwarding on unavailable
*73 – deactivate all call forwarding
*74 – deactivate all call forwarding (will prompt for extension number)
*91 – deactivate call forwarding on busy
3.4 Call Waiting
Call Waiting allows presentation of a second incoming call.

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On a digital phone, a second incoming call will be signalled on the display.
On an analog phone it will be signalled by a tone.
*70 – enable call waiting
*71 – disable call waiting
3.5 Call Pickup
Call pickup allows a user in a certain pickup group to pick up a call ringing on any
phone in the pickup group. The pickup groups are determined by the system
administrator.
To pickup a call in the designated pickup group, dial
*8 – pick up a call
3.6 Follow Me
Follow Me allows flexible configuration of forwarding, multiple phone ringing and
other reachability features on a per user basis.
Follow Me is configured using the PBX Web Portal (see following chapter). It may be
enabled or disabled from the phone as follows:
*21 – toggle follow me activated/deactivated – a voice prompt will read the status
3.7 Day/Night Mode
The available day/night modes control the call flow for incoming calls as configured
by the system administrator. If a password is required, it will be prompted for after
dialling the feature code.
*280 – toggle day/night mode set 0
*281 – toggle day/night mode set 1
... etc
3.8 Do Not Disturb (DND)
An extension may be set to Do Not Disturb mode. In this mode, calls will immediately
be redirected to the usual unavailable location as determined by voice mail or follow
me.
*78 – activate Do Not Disturb
*79 – deactivate Do Not Disturb
3.9 Call Trace
Call trace allows the user to obtain information about the previous call, and dial back
automatically if required. Follow voice prompts after dialling the feature code below.
*69 – call trace
3.10 Miscellaneous Features
*43 – echo test
*65 – speak your extension number

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*60 – speaking clock
*77 – make recording
*99 – listen to recording
3.11 Auto Attendant / IVR
The system administrator may set up Auto Attendant / IVR menus, which will be
available for inbound callers and may also be available on internal extension
numbers.
3.12 Ring Groups
The system administrator may set up ring groups, whereby multiple phones in a
group ring together when the group extension is dialled.
3.13 Music On Hold
Music on Hold, as configured by the system administrator, is played back to callers
on hold.
3.14 Paging
One or more paging groups may be configured. To page users in the group, simply
dial the extension number of the paging group and speak.
3.15 Call Parking
To park a call, transfer it to extension 70 (default). You will be told to which slot the
call was assigned, and the pickup code.
Another user may now pickup the call by dialling the pickup code.
3.16 Conferences
One or more conference rooms may be configured. To participate in a conference,
dial the extension number of the conference. You may be prompted for a PIN and to
speak your name, after which you will be added to the conference.
3.17 Agents and Queues
Agents can log into queues by dialing the queue number followed by *. To log out of
a queue, dial the queue number followed by **.
3.18 Time Conditions
Time conditions are configured by the System Administrator and provide alternative
handling of incoming calls based on the current time and date.
3.19 Blacklist
To black-list the number of a caller for a call you have just completed, dial *32

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To add a specific number to the black list, dial *30 and enter the number when
prompted, followed by #
To remove a number from the black list, dial *31 and enter the number when
prompted, followed by #
3.20 Call Recording
If enabled by the administrator, you can record your conversations, and then access
the recording via the web portal (see next chapter for details).
*1 – Record current conversation
3.21 Hot Desk
To log into a free device using your extension, dial *11, followed by your extension
number and pin.
To log out of a device and free up the device for login, dial *12.
Only devices configured as 'free' devices by your administrator will allow login and
logout using your extension number.
3.22 Directory
Dial # to access your PBX directory. When prompted, dial the first three letters of the
directory entries configured by your administrator. These could be the first three
letters of the person's surname, or name.
The system will then confirm whether the correct person was selected. If so, press 1,
or press * to continue the search through the directory. On accepting the entry, you
are connected to the person's extension number.

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4 Web Accessible Features
Individual users are able to access PBX features via a web portal, accessible from
the main GUI page.
4.1 Login
Login using your extension number and voicemail password. If voicemail password is
not yet set, use a single space character as password.
4.2 Inbox
You can view and listen to your voicemail messages from the Inbox view. It is also
possible to:
delete
move
forward to another user's inbox
4.3 Call Monitor
You can view a history of your calls on this screen. You can also listen to and
download recordings that were made during calls.
4.4 Phone Features
You can view and edit the following phone features:
Call waiting

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Do not disturb
Call forwarding
4.5 Follow Me
If follow me is enabled, you can control the follow me settings here.

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4.6 Feature Code List
The available feature codes are listed on this screen.

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4.7 Settings
User settings for voicemail and call recording are configured here.

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