Sunwire SolSwitch SS1000 Service manual

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SS1000 - ADMINISTRATOR GUIDE
Version 2.0.130
VI S I T SOLSW I T C H .C O M

SolSwitch –Administrator Guide
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SolSwitch –Administrator Guide
Table of Contents
INTRODUCTION............................................................................................................................................. 9
SYSTEM OVERVIEW.....................................................................................................................................10
SS1000 Hardware Specifications.............................................................................................................10
SS1000 Power Specifications ..................................................................................................................10
SS1000 Hardware Details........................................................................................................................ 10
CONNECTING THE SOLSWITCH ...................................................................................................................10
Connecting the Power.............................................................................................................................10
Connecting the Network......................................................................................................................... 11
Console Access........................................................................................................................................ 11
SOLSWITCH BEHIND NAT ............................................................................................................................ 11
ACCESSING THE INTERFACE FOR THE FIRST TIME ...................................................................................... 11
Web Interface ......................................................................................................................................... 11
Login........................................................................................................................................................ 11
SETTING UP SOLSWITCH USERS AND PERMISSIONS...................................................................................12
Portal User Types .................................................................................................................................... 12
Portal Permissions................................................................................................................................... 12
Portal Users.............................................................................................................................................12
CONFIGURING THE SOLSWITCH..................................................................................................................13
911 Provider Configuration..................................................................................................................... 13
API Permissions....................................................................................................................................... 13
Backup & Restore.................................................................................................................................... 14
Customer Management.......................................................................................................................... 15
DHCP Server Configuration..................................................................................................................... 15
Guardian..................................................................................................................................................15
Line Card Configuration ..........................................................................................................................16
Miscellaneous Settings ........................................................................................................................... 16
Monitoring and Debugging .....................................................................................................................16
NAT Settings............................................................................................................................................20
Network Interfaces .................................................................................................................................21
Portal Header Image ...............................................................................................................................21

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Recording Backup ...................................................................................................................................21
SIP Packet Post API..................................................................................................................................21
SIP Servers............................................................................................................................................... 22
SMTP Settings ......................................................................................................................................... 22
SNMP Configuration ............................................................................................................................... 22
SolSwitch System Updates...................................................................................................................... 22
Static IP Routes ....................................................................................................................................... 22
Toll Management....................................................................................................................................23
Trunks and Routing ................................................................................................................................. 24
Voicemail to Email Settings..................................................................................................................... 26
VOIP PROVISIONING ................................................................................................................................... 27
Feature Profiles.......................................................................................................................................28
Directory Profiles ....................................................................................................................................36
SIP Accounts............................................................................................................................................37
Device Provisioning.................................................................................................................................38
PROVISIONING AN AASTRA/MITEL .............................................................................................................40
Configuring the SolSwitch....................................................................................................................... 40
Configuring the Phone ............................................................................................................................ 40
Rebooting a Phone.................................................................................................................................. 40
PROVISIONING A POLYCOM IP PHONE .......................................................................................................40
Configuring the SolSwitch....................................................................................................................... 40
Configuring the Phone ............................................................................................................................ 41
Rebooting a Phone.................................................................................................................................. 41
PROVISIONING A CISCO SPA-122 ATA ........................................................................................................41
Configuring the SolSwitch....................................................................................................................... 41
Configuring the ATA................................................................................................................................ 41
Rebooting an ATA ................................................................................................................................... 42
PROVISIONING A Grandstream...................................................................................................................42
Configuring the SolSwitch....................................................................................................................... 42
Configuring the ATA................................................................................................................................ 42
Rebooting an ATA ................................................................................................................................... 42
PROVISIONING OTHER DEVICES..................................................................................................................42

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PHONE SYSTEM SETTINGS ..........................................................................................................................43
911 Information ......................................................................................................................................43
Caller ID Routing ..................................................................................................................................... 43
CID Override............................................................................................................................................ 44
DID Routing .............................................................................................................................................45
Extensions ...............................................................................................................................................45
Extension Speed-Dial Settings................................................................................................................. 50
Fax to Email.............................................................................................................................................51
Fax Switch ............................................................................................................................................... 51
Find-Me Follow-Me................................................................................................................................. 52
Interactive Voice Response (IVR)............................................................................................................ 53
API Digit Validation .................................................................................................................................55
Meet-Me Conference (Basic) ..................................................................................................................56
Meet-Me Conference (Advanced) ..........................................................................................................58
Meet-Me Conference (Feature Codes)...................................................................................................59
Miscellaneous Settings ........................................................................................................................... 59
Music on Hold .........................................................................................................................................60
Paging Groups ......................................................................................................................................... 61
Parking Lot Details ..................................................................................................................................62
Queues ....................................................................................................................................................62
Reason Codes..........................................................................................................................................67
Busy Reason Codes .................................................................................................................................67
Call Reason Codes ................................................................................................................................... 67
Ring Groups............................................................................................................................................. 68
Scheduled Routing .................................................................................................................................. 69
System Recordings.................................................................................................................................. 71
Time Rules............................................................................................................................................... 71
Virtual Extensions ................................................................................................................................... 76
Voicemail.................................................................................................................................................77
REPORTING AND MONITORING.................................................................................................................. 79
Agent Stats..............................................................................................................................................79
Call Detail Records ..................................................................................................................................79

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CDR Report Builder ................................................................................................................................. 80
Current Calls............................................................................................................................................81
Extension Time Report............................................................................................................................ 82
Live Agent Stats....................................................................................................................................... 82
Live Stats Report ..................................................................................................................................... 83
Live Queue Stats ..................................................................................................................................... 83
Queue Agent Busy Report....................................................................................................................... 84
Queue Alerts ........................................................................................................................................... 84
Queue Call Breakdown............................................................................................................................85
Queue Call Reason Report ......................................................................................................................86
Queue Service Level Report.................................................................................................................... 87
Scheduled Reporting...............................................................................................................................88
Toll Reports .............................................................................................................................................89
Queue Graphs ......................................................................................................................................... 89
SIP Ping Monitor Report ......................................................................................................................... 90
Voicemail Usage Report..........................................................................................................................90
TOOLS AND ADD-ONS .................................................................................................................................90
Create Queue Callback............................................................................................................................ 90
Outbound Faxes......................................................................................................................................91
SolCast..................................................................................................................................................... 91
Queue Assignment.................................................................................................................................. 95
SOLSWITCH SNMP DETAILS......................................................................................................................... 95
SolSwitch OIDs ........................................................................................................................................ 95
Other OIDs .............................................................................................................................................. 95
CALL FEATURES ...........................................................................................................................................95
Placing a Call ...........................................................................................................................................95
Receiving a Call ....................................................................................................................................... 96
Call Forwarding ....................................................................................................................................... 96
Recording a Call.......................................................................................................................................96
Parking a Call........................................................................................................................................... 97
Do Not Disturb (DND) ............................................................................................................................. 97
Roaming Extensions................................................................................................................................ 97

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Login/Logout of Queue ...........................................................................................................................97
Agent Ready/Not Ready.......................................................................................................................... 98
Call Monitoring ....................................................................................................................................... 98
A. Silent Mode................................................................................................................................. 98
B. Coaching Mode ........................................................................................................................... 98
C. Barge-In Mode ............................................................................................................................ 98
Paging Groups ......................................................................................................................................... 99
Anonymous Calling .................................................................................................................................99
Call Transfer ............................................................................................................................................99
Telephone Feature Codes .......................................................................................................................99
Speed-Dial Keys..................................................................................................................................... 101
VOICEMAIL ................................................................................................................................................102
Accessing the Voicemail........................................................................................................................ 102
Types of Greetings ................................................................................................................................103
A. Busy Greeting............................................................................................................................ 103
B. Unavailable Greeting ................................................................................................................ 103
C. Temporary Greeting.................................................................................................................. 103
Leaving a Message in a Mailbox............................................................................................................ 103
Logging Into your Mailbox ....................................................................................................................104
The First Time You Log In...................................................................................................................... 105
Voicemail Menu Options ...................................................................................................................... 105
A. Main Menu................................................................................................................................ 105
B. Greetings................................................................................................................................... 105
C. Mailbox Options........................................................................................................................105
D. During Message Playback .........................................................................................................106
E. After Message Playback............................................................................................................106
F. Advanced Options..................................................................................................................... 106
G. Advanced Options..................................................................................................................... 106
GLOSSARY..................................................................................................................................................107

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SolSwitch –Administrator Guide
INTRODUCTION
Congratulations on your purchase of the SolSwitch!
SolSwitch is a feature-rich IP based telephone system that is easily customizable; providing enhanced
functionality tailored to suit your business requirements. In addition, the SolSwitch has a scalable,
modular design allowing your business to add to its hardware package, as required.
Sunwire’s system is especially suited for businesses whose offices and employees are dispersed
geographically and are looking to increase voice communication without incurring long distance charges.
Sunwire Inc. will develop custom software packages and provide IT services to improve the efficiency,
effectiveness and productivity for our clients’ businesses.
Sincerely,
Jason Legault
Sunwire Inc.

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SYSTEM OVERVIEW
SS1000 Hardware Specifications
Form Factor: 1U Rack Mount
Processor: Intel Xeon E3 3.1GHz
HD Storage: 500 GB (Hardware RAID 1 / Mirroring)
RAM: 8 GB
Solid State Drives (SSD): Optional
Expansion Slots: 1
Dimensions: 16.8" x 14" x 1.7" (W x D x H)
Power: 260W / 120V Power Supply
SS1000 Power Specifications
Idle
Watts: 32.7
Amps: 0.189
kVA: 0.0327
BTU/hr: 111.57
Test Voltage: 122v
Load
Watts: 37
Amps: 0.232
kVA: 0.037
BTU/hr: 126.24
Test Voltage: 122v
SS1000 Hardware Details
CONNECTING THE SOLSWITCH
Connecting the Power
Included with the SolSwitch is a North America 120V power cable. Connect the power cable from the
SolSwitch to a surge protector or UPS (uninterrupted power supply).

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Connecting the Network
On the back of the SolSwitch, you will find two network interfaces. The left interface is eth1 and the
right interface is eth0. By default, eth0 is configured statically with IP address:
10.10.10.1/255.255.255.0. Eth1 is configured for DHCP. Connect the interfaces to your network
accordingly.
Console Access
In order to change the SolSwitch’s default IP address, you will require console access. To do so, connect
your keyboard and monitor to their corresponding ports on the back of the SolSwitch. To log into the
console interface, ensure that the SolSwitch is powered on. When prompted, enter username: admin
and password: admin and follow the on-screen instructions.
SOLSWITCH BEHIND NAT
If your SolSwitch is behind NAT and you intend to use devices on public IP addresses, it is required that
you setup port forwarding on your router. The following ports should be forwarded:
UDP 5060 (SIP)
UDP 10000 to 20000 (for RTP/voice)
TCP 80 (for web and provisioning)
You will also need to see the following sections to properly configure the SolSwitch for NAT:
Main Menu →Miscellaneous
Main Menu →NAT Settings
ACCESSING THE INTERFACE FOR THE FIRST TIME
Web Interface
The SolSwitch interface is a web-based portal. By now, you should know the IP address of your
SolSwitch. In order to access the interface, open your favourite web browser and enter the IP address in
the address bar.
Login
At the login prompt, enter the default username: admin and password: SolSw1tch to access the Main
Menu. It is recommended that you change the default username and password. If you do not change
the default username and password, a large red bar will appear at the top of your screen upon each
login until the default password is changed. See the next section for more information.

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SETTING UP SOLSWITCH USERS AND PERMISSIONS
From the Main Menu, click the Portal Security icon.
Portal User Types
Set your different types of users so that you can give them particular permissions.
Portal Permissions
In this section, you control permissions for each portal user type by selecting the corresponding
checkboxes.
Portal Users
Add, edit or remove portal users as well as designate their portal user type. To add a new portal user,
select the Add New User button. To edit or delete an existing portal user, click the corresponding icon
next to the user.
Passwords require a minimum of 8 characters,
with a minimum of 1 upper-case letter and a
minimum of 1 digit.
Menu type options are Categorized and
Uncategorized. This defines whether or not
users will see sub-categories (sub-folders) when
logging into the interface.

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CONFIGURING THE SOLSWITCH
From the Main Menu, click the Advanced Tools icon.
911 Provider Configuration
The SolSwitch has built-in support to control 9-1-1 address information. If you subscribe to 9-1-1
services from Northern 911 or Digital Conceptions, you will be provided with API access credentials
which should be entered here.
API Permissions
The SolSwitch comes with a set of API functions available for third party software integration.
To access API Permissions, navigate to Advanced Tools > API Permissions
To view information about the API functions available, click on the “View SolSwitch API function list and
usage” link at the bottom of the API Permissions page.
The API Permissions section allows you to specify who can access the API and what they have access to.
Permissions are based on IP address and/or API Key.

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Click the "Add New Access List" button to add a new entry, or press the Edit icon to modify an existing
entry.
For each Access List you must specify the following:
-Access List Name: To describe the purposes of this entry.
-Allow From IP address: Enter the IP address to allow access. This is recommended, but only
required when no API Key specified.
-API Key: 256 bit key used for authentication to the API. A key is required when no IP address is
specified. Use the Generate Key button to generate a random key.
-Access to Customer: Only for multi-tenant platforms. Specify which customer it will have
permissions to.
-API Function Permissions: Select check boxes for each function that this access list can use. For
Digit Validation Log, you must also specify which DV can be accessed.
Clicking the orange question marks will give you more information about each API function.
Backup & Restore
The SolSwitch supports two methods of backing up its data. Only phone system settings, voice prompts,
voicemail greetings and messages are contained in this backup. If you are using the system to record
calls, see the Recording Backup section for more information.
Automatic FTP Backup: To use automatic FTP backup, you must already have access to a separate FTP
server. Enter the FTP server, username, password and path to match your FTP account information.
The backup frequency specifies how often (in days) the backup should be run. Backup time specifies the
time of day that the backup should be run. The next backup date is the next date that the system will be
backed up. This date is re-adjusted based on the selected backup frequency. Press the ‘Save
Information’ button to save your settings. The ‘Backup Now’ button performs an immediate backup to
the FTP server.
Manual Backup: Manual backups are performed by clicking the ‘Backup and Save’ button. You will then
be prompted to download and save a backup file to your hard drive.

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Restoring a Backup: In order to restore a SolSwitch, you must have a backup file of the same version.
Click the ‘System Restore’ button, select the backup file and wait while the file is uploaded and the
system is restored.
Customer Management
If you have purchased the Service Provider License, this option will be available. Add, edit and remove
customers in this section. The customer number, first name, last name and company fields are required.
The Max SIP Accounts field specifies the maximum number of SIP accounts allowed on a customer’s
account. Set a value of 0 for unlimited SIP Accounts.
The Max Trunks field specifies the maximum number of concurrent inbound or outbound calls on a
customer’s account. Internal calls between extensions are not considered trunk calls. Set a value of 0
for unlimited trunk calling.
Toll Plan defines how calls should be billed for this customer. See Toll Management section for more
details.
Default Route Group specifies the default outbound route for calls from a customer. See Route Groups
section for more details.
DHCP Server Configuration
Enable this option to enable SolSwitch built-in DHCP server on a specific interface. This should be used
only when there are no other DHCP servers on the same network.
Guardian
The Guardian protects the SolSwitch from unauthorized access. In this section, you can view and
remove blocked IP addresses as well as add IP addresses to the exemption list. The following actions
will be monitored by the Guardian.
•Using proprietary techniques, the SolSwitch Guardian ensures that only authorized devices
may provision on the SolSwitch.
•The SolSwitch Guardian analyses every SIP registration attempt. Upon detection of an
unauthorized attempt, Guardian will automatically alert the administration and immediately
block the IP address.
•The SolSwitch Guardian monitors SIP traffic to detect floods or malicious packets and will
automatically block the source IP address and alert the administrator.
•The SolSwitch Guardian will detect unsuccessfully web portal login attempts and automatically
block access.
•The SolSwitch Guardian enforces strong passwords to prevent easy brute force password
discovery.

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•The SolSwitch Guardian monitors call patterns and volumes and will alert the administrator if
unusual activity occurs.
Line Card Configuration
The SolSwitch supports Digium analog and digital line cards. Line cards are configured in this section.
Miscellaneous Settings
-Web Address: If your system is behind a router, specify the external IP address or host name
used to access the web interface.
-Provisioning Server: Similar to the Web Address, this field defines the external IP address or
host name used to provision devices. In most cases, the Provisioning Server address is the same
as the Web Address appended with /prov.
-Time zone: Specify the correct time zone for the location of the SolSwitch.
-Main Email: From address to use when sending out alerts.
-Alert Notify Email: Email address to send system alerts to.
-Default NTP Server: Where the SolSwitch should get its time.
Monitoring and Debugging
From the Advanced Tools menu, click the Monitoring and Debugging icon.
CPU Usage: A graph that displays the system’s CPU usage for any given time period. Right click the
graph to zoom out or click and drag to zoom in.

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Customer Usage: This icon will be displayed if the Service Provider License was purchased. Select a
customer and time range in order to generate usage graphs. The graphs display inbound, outbound and
internal calls. Right click the graph to zoom out or click and drag to zoom in.
Device Statistics: The device statistics shows information about the SolSwitch, the Interface, IP Table,
DNS Library, and Disk Information.
Full Log Viewer: The full log viewer gives you access to the system’s full log file in order to troubleshoot
specific calls and find its origin, path, route group, etc. To use this tool, follow these directions:
1. Enter whatever you would like to search for in the search field. For example, if you want to
troubleshoot a call to a specific number, enter part of or the whole number. Or if you would like
to look at a call to a specific device, enter the SIP username in the search field. The results
outputted will reflect any reference to your search in the full log file.
2. By looking at the Date/Time, find the corresponding call that you are troubleshooting.
3. See the call in its entirety by clicking the ‘ThreadID Channel’. This will change your search results
to show anything within that particular Thread ID giving you full details to the entire call in
question.

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Memory Usage: This section shows a graph of the system memory usage over a specific date/time.
Portal Activity: This section is used to pull web interface activity logs. Data includes date, time,
username, IP address, feature accessed, as well as HTTP GET and POST data.
Real-Time Log: Allows the administrator(s) to view real-time call and provisioning activity on the
SolSwitch. This information is refreshed every 5 seconds. Click the Clear button to clear the buffer, click
the Free Scroll button to prevent the screen from scrolling as activity updates and click the Pause button
to stop new activity from being displayed.
Reboot / Shutdown: This section displays all service status for every system as part of the SolSwitch
deployment.
SIP and RTP Captures: This section gives administrator(s) access to raw packet traces. Traces are kept
for a total of 24 hours.
-SIP Method: Select which method to search on
-Filter URI (User): Specify the user part of the URI to filter on. This is usually the phone number
dialled or the username of the SIP account. Optional but recommended.
-Filter Source/Dest IP: These fields are used to filter source and destination IP address.
-Search Timeframe: Specify the timeframe to search. A maximum of 10 minute window can be
searched at once in order to prevent performance impacts while traces are searched.
SMTP Log: A scrolling log of all SMTP relays including where the email came from and which address it
was sent to. This report can be useful when troubleshooting email issues.

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System Status: Shows current calls in progress, total processed calls and current uptime. This option
also allows you to remotely restart or shutdown the SolSwitch. The Graceful Shutdown button will wait
until all calls are completed before shutting down.
Trunk Report: Used to graph incoming and outgoing calls on a specific trunk. Select a trunk and time
range in order to generate usage graphs. Right click the graph to zoom out or click and drag to zoom in.
Trunk Reporting and Alerting: This page allows the user to setup scheduled reports to be emailed
automatically, in addition to allowing trunk alerts to be sent out based on trunk capacity usage.
Scheduled Reporting, when enabled, allows a frequency of monthly or weekly, on a specific hour, which
will report from that day to the previous month/week (based on the frequency). Scheduled reporting
will report on all trunks.
Alerting, when enabled, allows alerts to be sent based on how much capacity is being used. In the
example below, if trunk capacity is equalled to or greater than 90% it will send an alert to the alerting
email. Alerting will alert based on what is enabled, per customer per trunk. There are different alerts
that will be sent based on what is enabled. Whether a call fails how many calls failed in the last hours,
for which trunk and/or customer, or if calls had got over the threshold.

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UDP Usage: A graph that displays the amount of UDP ports being used by the system for any given time
period. Right click the graph to zoom out or click and drag to zoom in.
NAT Settings
You must complete this section if your SolSwitch is behind NAT and you intend to use a SIP device
outside of the network. Specify the external IP address that should be used for SIP and voice traffic. The
Internal Network section specifies all subnets that are internal to the SolSwitch. For example, if your