Snom ONE IP User manual

Deploying the
snom ONE IP Telephone System
Technical Manual
Kevin Moroz and Robyn Wright
Printed by
Puritan Press, Inc.
Hollis, New Hampshire, USA
Version 1.1

Copyright © 2011 snom technology, Inc.
All rights reserved.
snom® is a registered trademark of snom technology AG and its aliates in the Euro-
pean Union, USA, Japan, South Africa, Australia, China, and certain other countries
and regions. Unless specied otherwise, all trademarks, in particular product names,
are legally protected trademarks of snom technology AG. Other mentioned trademarks
or registered trademarks are the property of their respective manufacturers or owners.
Product specications are subject to change without notice.
Graphics artist: Milla Kesseli
Cover designer: Milla Kesseli
Library of Congress Cataloging-in-Publication Data
Kevin Moroz and Robyn Wright
Deploying the snom ONE IP Telephone System, Version 1.1
ISBN 978-1-884186-46-2
Puritan Press, Inc.
Hollis, New Hampshire, USA
snom.com

Authors
Kevin Moroz has been involved in the communications industries for more than 20
years. Mr. Moroz began his career as a sales engineer with companies like BBN Com-
munications, MediaGate, and Pingtel and later became Director of Engineering at ABP
Technologies. Before coming to snom, Mr. Moroz was COO of pbxnsip. He holds a
B.S. in Management Science from University of Massachusetts and an M.S. in Com-
puter Information Systems from Bentley University.
Robyn Wright has been editing and writing technical documents in the telecommuni-
cations industry for more than 20 years. After the high-tech bubble burst in 2003, she
began exploring other genres and writing projects, including advising undergraduates
in technical writing at UMass Lowell’s College of Engineering. Deploying the snom ONE
IP Telephone System was an unexpected and challenging return to the eld of telecom-
munications. She has a B.A. in English from the University of Massachusetts and is
working toward an M.Ed. in Instructional Design.
Key Contributors
Jonathan Greenwood has created and managed several startups within the telecommu-
nication industry during the past 9 years. Previously a software engineer at Pancredit, he
worked on several major projects within the nancial industry. He transitioned from -
nancial systems software development to telecommunications while at pbxnsip Europe,
where he was responsible for the entire operations for Europe, Middle East, and Africa.
Jonathan is now Managing Director of snom UK Ltd and is also Product Manager for
snom ONE.
David Kirsopp is a technical support engineer and provided professional support to
pbxnsip before coming to snom. David studied IT at TMC Academy in Singapore and
has expertise in improving the services oered by the telecommunications industry as it
embraces the digital age. David is a Microsoft Certied Professional (MCP) and is also
CompTIA A+ certied.
Pradeep Kumar has more than 15 years of experience in the telecommunication in-
dustry working on various VoIP products. He has worked for successful startups, such
as Unisphere Networks, as one of the key members of the media gateway design and de-
velopment group. He has also worked for Siemens Network Convergence group, lead-
ing the SIP-based residential gateway product. He has a B.S. in Electronics & Commu-
nications. He is currently leading the PBX software development for snom.

BRIEF CONTENTS
Part I—Getting Started
1 Getting Started ............................................................................................................ 1
Part II—Administering the System
2 System Settings.........................................................................................................29
3 Administering the Domain........................................................................................83
4 Trunks....................................................................................................................... 113
5 Dial Plans ................................................................................................................. 147
6 Extensions................................................................................................................ 161
7 Park Orbits............................................................................................................... 177
8 Service Flags........................................................................................................... 181
9 Auto Attendant........................................................................................................ 193
10 Hunt Groups............................................................................................................ 215
11 Agent Groups.......................................................................................................... 225
12 Paging ...................................................................................................................... 251
13 Conferencing........................................................................................................... 259
14 IVR Node.................................................................................................................. 271
15 Calling Card Account ............................................................................................ 283
16 Pre-Pay Feature ...................................................................................................... 289
17 Email ......................................................................................................................... 295
18 Audio and Greetings.............................................................................................. 309
19 Buttons..................................................................................................................... 327
20 Plug and Play........................................................................................................... 343
21 Music on Hold......................................................................................................... 375
22 Call Detail Records (CDRs) ................................................................................. 389

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Part III—The User Interface
23 Web Interface ......................................................................................................... 399
24 Star Codes .............................................................................................................. 425
25 Voicemail.................................................................................................................. 447
26 Cell Phones ............................................................................................................. 459
Appendix A. Working with CSV Files............................................................ 475
Appendix B. SIP Overview .............................................................................. 499
Appendix C. snom ONE and Exchange ........................................................ 527
Glossary.................................................................................................................. 535
Index .................................................................................................................... 555

CONTENTS
Part I—Getting Started
1 Getting Started .......................................................................1
About snom ONE .................................................................... 1
Memory/Hardware Requirements ............................................ 2
USB Device .......................................................................... 4
Warnings........................................................................ 4
Standards Conformance ...................................................... 4
Disposal......................................................................... 4
Installing the Software .............................................................. 5
Windows Installations ......................................................... 5
MAC OS Installations ......................................................... 7
Linux Installations ............................................................ 10
Logging In .......................................................................... 14
Login Levels .................................................................. 15
Activating Your License........................................................... 17
Upgrading the Software .......................................................... 17
Manual Software Upgrades (Windows)................................... 18
Mac OS Upgrades........................................................... 19
Linux Upgrades............................................................... 20
Restarting the System............................................................. 20
Restarting From Windows (Service Control Manager).................. 21
Restarting From a Command Line ......................................... 22
Restarting From Mac OS ................................................... 22
Restarting From a Linux Environment...................................... 22
Manually Starting the Service .............................................. 22
When the System Fails to Restart ......................................... 23
Technical Support ................................................................. 24
Documentation ..................................................................... 26
Part II—Administering the System
2 System Settings .................................................................... 29
Directory Structure ................................................................ 33

Deploying the snom ONE IP Telephone System
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Directory Tree ................................................................ 33
Global Configuration File ................................................... 34
Folder Overview.............................................................. 35
Folder Details................................................................. 37
Configuring System Settings..................................................... 42
General........................................................................ 42
Administrator Login .......................................................... 44
Appearance................................................................... 45
Performance .................................................................. 48
SIP Settings .................................................................. 51
Ports................................................................................. 53
HTTP Ports ................................................................... 53
SIP Ports...................................................................... 54
RTP Ports ..................................................................... 56
SNMP ......................................................................... 58
TFTP........................................................................... 59
LDAP .......................................................................... 60
Logging ............................................................................. 60
General Logging ............................................................. 61
Specific Events............................................................... 62
SIP Logging .................................................................. 63
Configuration....................................................................... 66
Save/Restore a Backup ..................................................... 66
Request Configuration ...................................................... 67
Reload Configuration Files.................................................. 67
Schedule a Reboot .......................................................... 68
Certificates ......................................................................... 69
Access List ......................................................................... 72
Web Page Control................................................................. 75
Templates..................................................................... 75
Translation .................................................................... 77
User Page Control ........................................................... 78
3 Administering the Domain........................................................ 83
Naming the Domain................................................................ 84
Changing the Name of the Domain ........................................ 84
Assigning a Domain Administrator............................................... 85
Domains—Default and New ...................................................... 89
Default Domain............................................................... 89

Contents ix
Creating New Domains...................................................... 90
Configuring the Domain........................................................... 93
Accounts Page Display ....................................................101
Recording Defaults .........................................................104
Email Settings ...............................................................104
Midnight Events .............................................................105
Domain Address Book ...........................................................108
Creating a Domain Address Book .......................................109
Searching for Contacts ....................................................111
4 Trunks ...............................................................................113
Trunk Types .......................................................................114
SIP Registrations ...........................................................114
SIP Gateway.................................................................116
Outbound Proxy.............................................................116
Inbounds Calls ....................................................................117
How the System Identifies a Trunk .......................................117
How the System Routes a Call to the Proper Extension.....................119
Basic Routing ...............................................................119
When Regular Expressions are Involved .................................121
Regular Expressions and Direct Inward Dialing (DID) ..................124
Outbound Calls ...................................................................127
Caller-ID .....................................................................127
Generating the ANI .........................................................128
Representing the Source ..................................................129
Creating Trunks ...................................................................130
Configuring Trunks ...............................................................131
General Settings ............................................................131
Outbound Settings .........................................................139
Inbound Settings............................................................141
Connecting Branch Offices Together ..........................................142
Using a Gateway Trunk ....................................................142
Using a SIP Registrations Trunk (SIP Tie Line) .........................144
5 Dial Plans ...........................................................................147
Parts of a Dial Plan ...............................................................148
Key Components............................................................148
Wildcard Patterns ..........................................................151
Regular Expression Matching .............................................152

Deploying the snom ONE IP Telephone System
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Building a Dial Plan...............................................................153
Creating a Dial Plan ........................................................153
Configuring the Dial Plan ..................................................153
Sample Dial Plans ................................................................155
Typical Dial Plan ............................................................155
A Simplified Dial Plan.......................................................156
Dial Plan with Prefix in Front of the Number .............................156
A North American Dial Plan................................................156
Sending Star Codes on a Trunk ..........................................157
Forced Matching ............................................................158
Inter-Domain Dialing..............................................................158
Domains with Non-Overlapping Extensions .............................159
Domains with Overlapping Extensions ...................................159
6 Extensions..........................................................................161
Preparing the User Account.....................................................162
Working with Default Extensions..........................................162
Importing Multiple Extensions (Bulk) .....................................164
Creating a Few New Extensions ..........................................164
Before Registering the Extension...............................................167
Administrator-Only Settings ...............................................167
Registration Settings .......................................................169
Permission Settings ........................................................173
7 Park Orbits .........................................................................177
Creating a Park Orbit ............................................................178
How the Park Orbit Works ......................................................180
Parking Calls ................................................................180
Retrieving Calls .............................................................180
Using a Park Orbit Button .................................................180
8 Service Flags.......................................................................181
Setting up a Service Flag Account .............................................183
Linking a Service Flag to an Account ..........................................186
Method 1: Night Service ..................................................186
Method 2: Message-Only and Voicemail Options .....................188
Setting/Clearing a Service Flag.................................................190
Setting a Manual Service Flag from the Phone..........................190
Setting a Manual Service Flag from the Web Interface ................191

Contents xi
Service Flags and Buttons.......................................................191
Using a Button to Activate a Service Flag ...............................191
9 Auto Attendant.....................................................................193
How an Auto Attendant Works .................................................196
Welcome Message .........................................................196
Processing User Input......................................................196
Ringing an Extension .......................................................197
Blacklisted Callers and Anonymous Calls ...............................198
Multiple Messages—Time-Based Configuration ........................198
Setting up an Auto Attendant ...................................................198
Auto Attendant Behavior ...................................................199
Timeout Handling ...........................................................203
Night Service ................................................................204
Dial-by-Name................................................................205
Direct Destinations .........................................................205
Nesting Auto Attendants.........................................................207
Welcome Greetings ..............................................................209
Overview .....................................................................209
Recording the Greeting ....................................................209
Filing System and Naming Conventions .................................211
10 Hunt Groups........................................................................215
How the Hunt Group Works ....................................................216
Setting up a Hunt Group ........................................................218
Identity .......................................................................218
Ring Stages .................................................................219
Behavior......................................................................220
Night Service ................................................................222
11 Agent Groups ......................................................................225
How the Agent Group Works ...................................................227
The Message-Music Cycle ................................................228
Setting up an Agent Group Account ...........................................229
Identity .......................................................................230
Behavior......................................................................231
Connecting Caller to Agent ...............................................238
Preventing Lengthy Periods in Ringback or Queue.....................239
Mapping Telephone Keypad Numbers with Extensions ................240

Deploying the snom ONE IP Telephone System
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Night Service ................................................................242
SOAP Interface .............................................................243
Logging In and Out...............................................................244
Method 1: Buttons ........................................................244
Method 2: Star Codes ....................................................245
Monitoring Agent Groups........................................................246
Monitoring from the Web Interface .......................................246
Monitoring Using Buttons on Phone......................................248
Monitoring from the WAC (Web-Based Console)......................248
12 Paging ...............................................................................251
Types of Paging...................................................................251
Unicast Paging ..............................................................251
Multicast Paging ............................................................252
Setting up a Paging Account....................................................253
Assigning Multicast IP Addresses to IP Phones ........................256
13 Conferencing.......................................................................259
Scheduled Conferences .........................................................261
Creating a Scheduled Conference Account.............................261
Scheduling a New Conference............................................263
Modifying Scheduled Conferences .......................................265
Moderating Scheduled Conferences .....................................265
Ad Hoc Conferences.............................................................266
Creating an Ad Hoc Conference Account ...............................266
Calling into an Ad Hoc Conference ......................................268
Moderating an Ad Hoc Conference ......................................269
14 IVR Node ............................................................................271
How the IVR Node Works .......................................................272
Setting up an IVR Node Account ...............................................274
Identity .......................................................................275
Settings ......................................................................276
Recording Messages.............................................................277
Record the Message Directly..............................................277
Upload a WAV File .........................................................278
Linking an External Application Server to an IVR Node ......................279
Sample SOAP Message ...................................................279

Contents xiii
15 Calling Card Account .............................................................283
Setting up a Calling Card Account.............................................284
Identity .......................................................................285
Behavior......................................................................286
16 Pre-Pay Feature ...................................................................289
Setting up the Pre-Pay...........................................................290
Creating the Rates Table ..................................................290
Assigning a Dollar Amount to an Extension..............................292
Methods of Access ...............................................................293
Extension.....................................................................293
Personal Virtual Assistant..................................................293
Calling Card Account (PIN Access)......................................294
17 Email.................................................................................295
Configuring the SMTP Server...................................................295
System-Wide SMTP Settings .............................................295
Adding Email Accounts to the System ...................................299
Receiving Email Notifications from the System ...............................303
Types of Email Notifications ...............................................303
CDRs to Email...............................................................304
CDRs for Trunk Activity ....................................................304
CDRs for Your Extension Only ............................................305
CDRs for All Extensions on Your Domain................................306
CDRs for All Extensions on All Domains .................................306
Call Recording to Email..........................................................307
Blacklist Activity to Email ........................................................307
System-Initiated.............................................................307
18 Audio and Greetings..............................................................309
Greetings ..........................................................................309
Personal Greetings .........................................................309
Auto Attendant Greetings..................................................311
Agent Group Greetings ....................................................313
Recorded Phone Calls ...........................................................315
User-Initiated Recordings..................................................316
System-Initiated Recordings ..............................................317
File System ..................................................................317
Notes .........................................................................320

Deploying the snom ONE IP Telephone System
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Audio Prompts ....................................................................321
Uploading New Languages ................................................322
Customized Ringtones ...........................................................323
19 Buttons..............................................................................327
Creating a Button Profile ........................................................331
Point-and-Click Method....................................................331
CSV Method.................................................................334
Assigning Button Profiles to Users .............................................336
Assigning a Profile to a Single User ......................................336
Massive Update of Profiles ................................................336
Key System Configuration .......................................................338
Setting up a Key System...................................................338
Multiple Identities and Button Profiles .........................................341
20 Plug and Play ......................................................................343
Finding the snom ONE...........................................................343
Plug and Play Checklist..........................................................345
Configuring the Administrator Settings ..................................345
Configuring the Domain Settings .........................................346
Creating an Authentication Password....................................348
Setting up the Domain Address Book....................................349
Configuring the Button Profiles ...........................................349
Creating the Extension(s) .................................................349
Performing Plug and Play ........................................................352
DHCP, Option 66...........................................................352
SIP SUBSCRIBE (Multicast) ..............................................353
Mass Deployment ...........................................................354
Manual Method (HTTP) ....................................................355
Resetting the Phone..............................................................359
Using the Web Interface ...................................................359
Using the Phone ............................................................359
Using the Phone GUI.......................................................359
Registering Numerous Extensions to One Phone ............................360
Overriding Plug and Play Defaults..............................................362
Changing Default Settings from Admin > Settings > PnP ............362
Changing Default Settings Using a Customized XML File.............364
Troubleshooting...................................................................372

Contents xv
21 Music on Hold......................................................................375
Setting up Music on Hold .......................................................376
Editing MoH Sources.......................................................378
Creating WAV Files ..............................................................379
Configuring Paging/Music on Hold.............................................381
Download and Installation .................................................381
Setting up Paging...........................................................382
Configuring Music on Hold ................................................385
XML Configuration File.....................................................387
22 Call Detail Records (CDRs)......................................................389
CDRs for Third-Party Software Vendors.......................................390
CDR to CSV.................................................................391
CDR to Email ................................................................392
CDR to Simple TCP ........................................................392
CDR to SOAP/XML ........................................................395
Part III—The User Interface
23 Web Interface ......................................................................399
Logging in .........................................................................399
Extension Settings................................................................401
General Settings ............................................................402
Redirection Settings........................................................406
Email Settings ...............................................................411
Instant Message.............................................................414
Call Lists...........................................................................415
Mailbox .......................................................................415
Missed Calls.................................................................415
Call Log ......................................................................416
Contacts ...........................................................................418
Personal Address Book ....................................................418
Domain Address Book .....................................................422
Upload Domain Address Book to Phone.................................423
Extension Status ..................................................................423
24 Star Codes..........................................................................425
Basic Star Codes.................................................................427

Deploying the snom ONE IP Telephone System
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Redial a Number (*66) .....................................................427
Call Return (*69) ............................................................427
Intercom (*90) ...............................................................427
Transferring Calls.................................................................428
Transfer Calls................................................................428
Transfer a Call Directly to Someone’s Voicemail........................429
Call Park (*85) and Call Park Retrieve (*86) ............................430
Call Pickup (*87)............................................................431
Conferencing......................................................................433
Three-Way Conferences...................................................433
Conference (*53) ...........................................................433
Anonymous Calls .................................................................434
Block Caller-ID (*67) .......................................................434
Reject Anonymous Calls (*88) ............................................434
Forwarding Calls..................................................................435
Hot Desking (*70)...........................................................435
Call Forward All Calls (*71/*72) ..........................................437
Call Forward on Busy (*73/*74)...........................................437
Call Forward on No Answer (*75/*76) ...................................438
Do Not Disturb (*78) .......................................................438
Set Night Mode for Domain Accounts (*80).............................439
Call Center Features .............................................................440
Agent Log in/Log out (*64/*65) ...........................................441
Call Barge (*81).............................................................441
Call Teach Mode (*82) .....................................................442
Listen In (*83) ...............................................................442
Miscellaneous .....................................................................442
Show Account Balance (*61) .............................................442
Wakeup Call (*62) ..........................................................443
Request Call Details (*63) .................................................443
Clean up an Extension (*84)...............................................444
Add to White List (*91) ....................................................444
Add to Black List (*92) .....................................................444
Call Record (*93/*94) ......................................................445
25 Voicemail ...........................................................................447
Setting up the Voicemail Account ..............................................448
Changing the PIN ...........................................................448
Record Your Name .........................................................448

Contents xvii
Record a Personal Welcome Message ..................................449
Accessing the Voicemail System ...............................................449
Forwarding a Message...........................................................450
Leaving Voicemail Messages....................................................451
Composing a New Message ....................................................451
Personal Greetings ...............................................................452
Recording/Activating Personal Greetings ...............................452
Hearing Your Personal Greetings.........................................453
Advanced Features ...............................................................453
Send a Voicemail Message Without Ringing Extension(s).............453
Transfer a Call Directly to Someone’s Voicemail........................454
Listen to Voicemail on Cell Phone ........................................454
Voicemail Notification ............................................................454
Via Email .....................................................................454
Via Cell Phone...............................................................455
Voicemail Feature Codes ........................................................455
Send Voicemail to Email Account (*95/*96).............................455
Go to Voicemail (*97) ......................................................456
Go to Group Mail (*97) ....................................................456
Clear Message Waiting Indicator (*99) ..................................458
26 Cell Phones.........................................................................459
Cost Savings ......................................................................461
Callback......................................................................461
Calling Card Account ......................................................462
Configuring the Cell Phone......................................................463
Add a Cell Phone to Your Account .......................................463
Safeguard Against Loss-of-Signal Events ...............................466
Ring My Cell Phone When Voicemail Arrives ...........................466
Feature Codes ....................................................................468
Retrieve Call From Cell Phone (*51) .....................................468
Move Current Call to Cell Phone (*52)...................................468
Call Cell Phone of the Extension (*00) ..................................469
Personal Virtual Assistant........................................................470
Appendix A. Working with CSV Files.............................................. 475
Structural Requirements .........................................................475
Structure .....................................................................476

Deploying the snom ONE IP Telephone System
xviii
Parameters ........................................................................477
Extensions ...................................................................477
Agent Groups ...............................................................478
Hunt Groups.................................................................479
Conference Account .......................................................480
Paging........................................................................480
Service Flags ................................................................481
Converting an Excel File to CSV................................................482
Changing the Field Separator and Validating the File ..................488
Creating a Domain Address Book ..............................................489
Address Book Parameters .................................................489
Converting the Address Book to CSV ...................................491
Changing the Field Separator and Validating the File ..................493
Importing the CSV File...........................................................494
Importing a CSV File for the Extension Account ........................494
Importing CSV Files for Domain Address Books........................496
Troubleshooting...................................................................497
Appendix B. SIP Overview .......................................................... 499
What is SIP? ......................................................................499
SIP Components..................................................................500
SIP Language .....................................................................503
Describing the SIP Session .....................................................507
SIP Call Process..................................................................509
snom ONE Settings and SIP Traces ...........................................519
Appendix C. snom ONE and Exchange ........................................... 527
Configuring Exchange for snom ONE..........................................527
Configuring the snom ONE Server .............................................531
Glossary ................................................................................... 535
Index ..................................................................................... 555

Part I
Getting Started

Part I—Getting Started