Snom ONE User manual

Deploying the
snom ONE IP Telephone System
Technical Manual

Copyright © 2010 snom technology, Inc.
All rights reserved.
snom® is a registered trademark of snom technology AG and its affiliates in the European Union, USA,
Japan, South Africa, Australia, China, and certain other countries and regions. Unless specified 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 specifications are subject to change without notice.

BRIEF CONTENTS
Part I—Getting Started
1 Getting Started ....................................................................................................................1
Part II—Administering the System
2 System Settings.................................................................................................................15
3 Administering the Domain ................................................................................................49
4 Trunks ..................................................................................................................................67
5 Dial Plans ............................................................................................................................91
6 Extensions........................................................................................................................ 101
7 Service Flags................................................................................................................... 111
8 Auto Attendant................................................................................................................ 121
9 Hunt Groups.................................................................................................................... 135
10 Agent Groups.................................................................................................................. 141
11 Paging............................................................................................................................... 157
12 Conferencing................................................................................................................... 163
13 IVR Node.......................................................................................................................... 171
14 Calling Card Account .................................................................................................... 179
15 Pre-Pay Feature .............................................................................................................. 183
16 Email ................................................................................................................................. 187
17 Audio and Greetings...................................................................................................... 197
18 Buttons............................................................................................................................. 209
19 Plug and Play................................................................................................................... 219
20 Music on Hold................................................................................................................. 241
21 Call Detail Records (CDRs).......................................................................................... 251
Part III—The User Interface
22 Web Interface.................................................................................................................. 261
23 Star Codes ...................................................................................................................... 279
24 Voicemail.......................................................................................................................... 295
25 Cell Phones ..................................................................................................................... 303
Appendix A. Working with CSV Files................................................................................. 315
Appendix B. SIP Overview ................................................................................................... 331
Appendix C. snom ONE and Exchange ............................................................................. 351
Glossary...................................................................................................................................... 357
Index 369

CONTENTS
Part I—Getting Started
1 Getting Started 1
About snom ONE.................................................................................1
Memory/Hardware Requirements .......................................................2
USB Device........................................................................................2
Warnings .....................................................................................2
Standards Conformance ..................................................................2
Disposal.......................................................................................3
Installing the Software...........................................................................3
Windows Installations .....................................................................3
Logging In ..........................................................................................5
Login Levels..................................................................................5
Activating Your License .........................................................................7
Upgrading the Software.........................................................................7
Manual Software Upgrades ..............................................................8
Restarting the System ...........................................................................8
Restarting From Windows (Service Control Manager) ............................8
Restarting From a Command Line ......................................................9
When the System Fails to Restart .................................................... 10
Technical Support .............................................................................. 10
Documentation .................................................................................. 11
Part II—Administering the System
2 System Settings 15
Directory Structure ............................................................................. 17
Directory Tree.............................................................................. 17
Global Configuration File ............................................................... 17
Folder Overview........................................................................... 18
Folder Details .............................................................................. 19
Configuring System Settings ................................................................ 23
General...................................................................................... 23
Administrator Login....................................................................... 24
Appearance ................................................................................ 25
Performance................................................................................ 28
SIP Settings................................................................................ 29
Ports ............................................................................................... 31
HTTP Ports................................................................................. 31
SIP Ports.................................................................................... 31
RTP Ports................................................................................... 33
SNMP........................................................................................ 34
TFTP ......................................................................................... 35
Logging ........................................................................................... 36

Deploying the snom ONE IP Telephone System
vi
General Logging .......................................................................... 36
Specific Events............................................................................ 37
SIP Logging ................................................................................ 38
Configuration .................................................................................... 39
Save/Restore a Backup ................................................................. 40
Request Configuration................................................................... 40
Reload Configuration Files ............................................................. 41
Schedule a Reboot ....................................................................... 41
Certificate ........................................................................................ 41
Access List....................................................................................... 43
Controlling User Page Appearance ........................................................ 45
General Control ........................................................................... 46
Redirection Control ...................................................................... 47
Mailbox Control............................................................................ 47
Email Control .............................................................................. 48
3 Administering the Domain 49
Naming the Domain ............................................................................ 49
Changing the Name of the Domain................................................... 50
Assigning a Domain Administrator.......................................................... 50
Default Domain ............................................................................ 52
Configuring the Domain....................................................................... 53
Accounts Page Display.................................................................. 58
Recording Defaults ....................................................................... 60
Email Settings ............................................................................. 60
Midnight Events ........................................................................... 61
Domain Address Book......................................................................... 63
Creating a Domain Address Book ................................................... 63
Searching for Contacts.................................................................. 65
4 Trunks 67
Trunk Types ...................................................................................... 68
SIP Registrations ......................................................................... 68
SIP Gateway ............................................................................... 69
Outbound Proxy ........................................................................... 69
Inbounds Calls .................................................................................. 70
How the System Identifies a Trunk ................................................... 70
How the System Routes a Call to the Proper Extension .............................. 72
Basic Routing.............................................................................. 72
When Regular Expressions are Involved ............................................ 73
Regular Expressions and Direct Inward Dialing (DID)............................ 75
Outbound Calls ................................................................................. 77
Caller-ID .................................................................................... 77
Generating the ANI....................................................................... 77
Representing the Source ............................................................... 78
Creating Trunks ................................................................................. 79
Configuring Trunks ............................................................................. 80
General Settings .......................................................................... 80
Outbound Settings ....................................................................... 84

Contents vii
Inbound Settings.......................................................................... 86
Connecting Branch Offices Together...................................................... 86
Using a Gateway Trunk.................................................................. 87
Using a SIP Registrations Trunk (SIP Tie Line) .................................... 88
5 Dial Plans 91
Parts of a Dial Plan............................................................................. 91
Key Components.......................................................................... 91
Wildcard Patterns ........................................................................ 94
Regular Expression Matching .......................................................... 94
Building a Dial Plan ............................................................................ 95
Creating a Dial Plan ...................................................................... 95
Configuring the Dial Plan ............................................................... 95
Sample Dial Plans .............................................................................. 97
Typical Dial Plan........................................................................... 97
A Simplified Dial Plan .................................................................... 97
Dial Plan with Prefix in Front of the Number........................................ 97
A North American Dial Plan ............................................................ 97
Sending Star Codes on a Trunk....................................................... 98
Forced Matching .......................................................................... 98
Inter-Domain Dialing ........................................................................... 99
Domains with Non-Overlapping Extensions ........................................ 99
Domains with Overlapping Extensions............................................... 99
6 Extensions 101
Preparing the User Account................................................................ 101
Working with the Default Extensions............................................... 101
Importing Multiple Extensions (Bulk) ............................................... 103
Creating a Few New Extensions .................................................... 103
Before Registering the Extension ......................................................... 106
Administrator-Only Settings.......................................................... 106
Registration Settings................................................................... 106
Permission Settings .................................................................... 109
7 Service Flags 111
Setting up a Service Flag Account ....................................................... 112
Linking a Service Flag to an Account .................................................... 114
Method 1: Night Service ............................................................. 115
Method 2: Message-Only and Voicemail Options.............................. 116
Setting/Clearing a Service Flag........................................................... 117
Setting a Manual Service Flag from the Phone .................................. 118
Setting a Manual Service Flag from the Web Interface........................ 118
Service Flags and Buttons ................................................................. 118
Using a Button to Activate a Service Flag ........................................ 118
8 Auto Attendant 121
How an Auto Attendant Works............................................................ 122
Welcome Message ..................................................................... 122
Processing User Input ................................................................. 123

Deploying the snom ONE IP Telephone System
viii
Ringing an Extension................................................................... 123
Blacklisted Callers and Anonymous Calls ........................................ 124
Multiple Messages—Time-Based Configuration................................. 124
Setting up an Auto Attendant.............................................................. 124
Auto Attendant Behavior .............................................................. 125
Timeout Handling ....................................................................... 127
Night Service ............................................................................ 128
Dial-by-Name ............................................................................ 128
Direct Destinations ..................................................................... 129
Nesting Auto Attendants.................................................................... 130
Welcome Greetings.......................................................................... 131
Overview .................................................................................. 131
Recording the Greeting ............................................................... 132
Filing System and Naming Conventions........................................... 133
9 Hunt Groups 135
How the Hunt Group Works ............................................................... 136
Setting up a Hunt Group ................................................................... 137
Identity..................................................................................... 137
Ring Stages .............................................................................. 138
Behavior................................................................................... 138
Night Service ............................................................................ 140
10 Agent Groups 141
How the Agent Group Works.............................................................. 142
The Message-Music Cycle .......................................................... 143
Setting up an Agent Group Account..................................................... 144
Identity..................................................................................... 144
Behavior................................................................................... 145
Connecting Caller to Agent .......................................................... 149
Preventing Lengthy Periods in Ringback or Queue............................. 150
Mapping Telephone Keypad Numbers with Extensions........................ 150
Night Service ............................................................................ 152
SOAP Interface.......................................................................... 152
Logging In and Out........................................................................... 152
Method 1: Buttons .................................................................... 153
Method 2: Star Codes ............................................................... 153
Monitoring Agent Groups................................................................... 154
Monitoring from the Web Interface ................................................. 154
Monitoring Using Buttons on Phone ............................................... 156
Monitoring from the WAC (Web-Based Console).............................. 156
11 Paging 157
Types of Paging............................................................................... 157
Unicast Paging .......................................................................... 157
Multicast Paging ........................................................................ 158
Setting up a Paging Account .............................................................. 158
Assigning Multicast IP Addresses to IP Phones................................. 161
12 Conferencing 163

Contents ix
Scheduled Conferences .................................................................... 164
Creating a Scheduled Conference Account ..................................... 164
Scheduling a New Conference ...................................................... 166
Modifying Scheduled Conferences................................................. 167
Moderating Scheduled Conferences............................................... 167
Ad Hoc Conferences ........................................................................ 168
Creating an Ad Hoc Conference Account ........................................ 168
Calling into an Ad Hoc Conference ................................................ 169
Moderating an Ad Hoc Conference ................................................ 169
13 IVR Node 171
How the IVR Node Works .................................................................. 172
Setting up an IVR Node Account ......................................................... 173
Identity..................................................................................... 174
Settings ................................................................................... 174
Recording Messages ........................................................................ 175
Record the Message Directly ........................................................ 175
Upload a WAV File ..................................................................... 176
Linking an External Application Server to an IVR Node.............................. 176
Sample SOAP Message .............................................................. 176
14 Calling Card Account 179
Setting up a Calling Card Account....................................................... 180
Identity..................................................................................... 181
Behavior................................................................................... 181
15 Pre-Pay Feature 183
Setting up the Pre-Pay ...................................................................... 183
Creating the Rates Table ............................................................. 183
Assigning a Dollar Amount to an Extension....................................... 185
Methods of Access........................................................................... 185
Extension.................................................................................. 185
Personal Virtual Assistant............................................................. 186
Calling Card Account (PIN Access)................................................ 186
16 Email 187
Configuring the SMTP Server ............................................................. 187
System-Wide SMTP Settings........................................................ 187
Domain-Specific SMTP Settings.................................................... 188
Adding Email Accounts to the System .................................................. 188
Receiving Email Notifications from the System........................................ 191
Types of Email Notifications.......................................................... 191
Customizing Email Notifications..................................................... 191
CDRs to Email................................................................................. 192
CDRs for Trunk Activity ............................................................... 193
CDRs for Your Extension Only....................................................... 193
CDRs for All Extensions on Your Domain......................................... 194
CDRs for All Extensions on All Domains .......................................... 194
Call Recording to Email ..................................................................... 194

Deploying the snom ONE IP Telephone System
x
Blacklist Activity to Email ................................................................... 195
System-Initiated ......................................................................... 195
17 Audio and Greetings 197
Greetings....................................................................................... 197
Personal Greetings..................................................................... 197
Auto Attendant Greetings............................................................. 198
Agent Group Greetings ............................................................... 200
Recorded Phone Calls ...................................................................... 201
User-Initiated Recordings............................................................. 201
System-Initiated Recordings ......................................................... 202
File System ............................................................................... 202
Notes ...................................................................................... 204
Audio Prompts ................................................................................ 204
Uploading New Languages........................................................... 205
Customized Ringtones ...................................................................... 206
18 Buttons 209
Creating a Button Profile ................................................................... 211
Point-and-Click Method............................................................... 211
CSV Method ............................................................................. 213
Assigning Button Profiles to Users....................................................... 214
Assigning a Profile to a Single User................................................ 214
Massive Update of Profiles ........................................................... 215
Key System Configuration .................................................................. 215
Setting up a Key System.............................................................. 216
Multiple Identities and Button Profiles................................................... 217
19 Plug and Play 219
Finding snom ONE ........................................................................... 219
Plug and Play Checklist ..................................................................... 220
Configuring the Administrator Settings............................................ 220
Configuring the Domain Settings ................................................... 221
Creating an Authentication Password ............................................. 222
Setting up the Domain Address Book ............................................. 223
Configuring the Button Profiles...................................................... 223
Creating the Extension(s) ............................................................ 223
Performing Plug and Play................................................................... 224
DHCP, Option 66....................................................................... 224
SIP SUBSCRIBE (Multicast)......................................................... 225
Mass Deployment....................................................................... 226
Manual Method (HTTP)................................................................ 226
Resetting the Phone ......................................................................... 229
Using the Web Interface .............................................................. 229
Using the Phone ........................................................................ 229
Using the Phone GUI .................................................................. 229
Registering Numerous Extensions to One Phone..................................... 230
Overriding Plug and Play Defaults........................................................ 231
Changing Default Settings from Admin > Settings > PnP.................... 231