ZyXEL Communications X2002 User manual

www.zyxel.com
www.zyxel.com
X2002
IP PBX
Copyright © 2010
ZyXEL Communications Corporation
Firmware Version 1.20
Edition 1, 06/2010
Default Login Details
LAN IP https://192.168.1.12
WAN IP https://172.16.1.1
User Name admin
Password 1234

About This User's Guide
X2002 User’s Guide 3
About This User's Guide
Intended Audience
This manual is intended for people who want to configure the X2002 using the
web configurator.
Related Documentation
•QuickStartGuide
The Quick Start Guide is designed to help you get up and running right away. It
contains information on setting up your hardware connections.
• Web Configurator Online Help
Embedded web help for descriptions of individual screens and supplementary
information.
• Command Reference Guide
The Command Reference Guide explains how to use the Command-Line
Interface (CLI) and CLI commands to configure the X2002.
• Support Disc
Refer to the included CD for support documents.
• ZyXEL Web Site
Please refer to www.zyxel.com for additional support documentation and
product certifications.
Documentation Feedback
Send your comments, questions or suggestions to: [email protected]
Thank you!
The Technical Writing Team, ZyXEL Communications Corp.,
6 Innovation Road II, Science-Based Industrial Park, Hsinchu, 30099, Taiwan.

About This User's Guide
X2002 User’s Guide
4
Need More Help?
More help is available at www.zyxel.com.
• Download Library
Search for the latest product updates and documentation from this link. Read
the Tech Doc Overview to find out how to efficiently use the documentation in
order to better understand how to use your product.
• Knowledge Base
If you have a specific question about your product, the answer may be here.
This is a collection of answers to previously asked questions about ZyXEL
products.
•Forum
This contains discussions on ZyXEL products. Learn from others who use ZyXEL
products and share your experiences as well.
Customer Support
Should problems arise that cannot be solved by the methods listed above, you
should contact your vendor. If you cannot contact your vendor, then contact a
ZyXEL office for the region in which you bought the device.
See http://www.zyxel.com/web/contact_us.php for contact information. Please
have the following information ready when you contact an office.
• Product model and serial number.
•WarrantyInformation.
• Date that you received your device.
• Brief description of the problem and the steps you took to solve it.

Document Conventions
X2002 User’s Guide 5
Document Conventions
Warnings and Notes
These are how warnings and notes are shown in this User’s Guide.
Warnings tell you about things that could harm you or your device.
Note: Notes tell you other important information (for example, other things you may
need to configure or helpful tips) or recommendations.
Syntax Conventions
• The X2002 may be referred to as the “X2002”, the “device” or the “system” in
this User’s Guide.
• Product labels, screen names, field labels and field choices are all in bold font.
• A key stroke is denoted by square brackets and uppercase text, for example,
[ENTER] means the “enter” or “return” key on your keyboard.
• “Enter” means for you to type one or more characters and then press the
[ENTER] key. “Select” or “choose” means for you to use one of the predefined
choices.
• A right angle bracket ( > ) within a screen name denotes a mouse click. For
example, Maintenance > Log > Log Setting means you first click
Maintenance in the navigation panel, then the Log sub menu and finally the
Log Setting tab to get to that screen.
• Units of measurement may denote the “metric” value or the “scientific” value.
For example, “k” for kilo may denote “1000” or “1024”, “M” for mega may
denote “1000000” or “1048576” and so on.
• “e.g.,” is a shorthand for “for instance”, and “i.e.,” means “that is” or “in other
words”.

Document Conventions
X2002 User’s Guide
6
Icons Used in Figures
Figures in this User’s Guide may use the following generic icons. The X2002 icon is
not an exact representation of your device.
The X2002 Computer Notebook computer
Server DSLAM Firewall
Telephone Switch Router
Internet

Safety Warnings
X2002 User’s Guide 7
Safety Warnings
For your safety, be sure to read and follow all warning notices and
instructions.
• Do NOT use this product near water, for example, in a wet basement or near a
swimming pool.
• Caution: Risk of explosion if battery (on the motherboard) is replaced by an
incorrect type. Dispose of used batteries according to the instructions. Dispose
them at the applicable collection point for the recycling of electrical and
electronic equipment. For detailed information about recycling of this product,
please contact your local city office, your household waste disposal service or
the store where you purchased the product.
• Do NOT expose your device to dampness, dust or corrosive liquids.
• Do NOT store things on the device.
• Do NOT install, use, or service this device during a thunderstorm. There is a
remote risk of electric shock from lightning.
• Connect ONLY suitable accessories to the device.
• ONLY qualified service personnel should service or disassemble this device.
• Make sure to connect the cables to the correct ports.
• Place connecting cables carefully so that no one will step on them or stumble
over them.
• Always disconnect all cables from this device before servicing or disassembling.
• Use ONLY an appropriate power adaptor or cord for your device. Connect it to
the right supply voltage (for example, 110V AC in North America or 230V AC in
Europe).
• Do NOT allow anything to rest on the power adaptor or cord and do NOT place
the product where anyone can walk on the power adaptor or cord.
• Do NOT use the device if the power adaptor or cord is damaged as it might
cause electrocution.
• If the power adaptor or cord is damaged, remove it from the device and the
power source.
• Do NOT attempt to repair the power adaptor or cord. Contact your local vendor
to order a new one.
• Do not use the device outside, and make sure all the connections are indoors.
There is a remote risk of electric shock from lightning.
• Do NOT obstruct the device ventilation slots, as insufficient airflow may harm
your device.
• Use only No. 26 AWG (American Wire Gauge) or larger telecommunication line
cord.

Safety Warnings
X2002 User’s Guide
8
• Warning! To avoid risk of electric shock, remove only one card at a time and do
not place fingers or objects inside the chassis. Cover empty slots with slot
covers.
This product is recyclable. Dispose of it properly.

Contents Overview
X2002 User’s Guide 9
Contents Overview
User’s Guide ...........................................................................................................................25
Introduction ................................................................................................................................ 27
How It Works ............................................................................................................................. 35
Tutorials ..................................................................................................................................... 41
Technical Reference ..............................................................................................................99
The Web Configurator .............................................................................................................101
Network Deployment ................................................................................................................111
Server ...................................................................................................................................... 125
Auto Provision ......................................................................................................................... 151
QoS .........................................................................................................................................167
Voice Mail ................................................................................................................................ 171
Phonebook .............................................................................................................................. 177
DSP Management ................................................................................................................... 185
Office Hours ............................................................................................................................. 189
Authority Group ....................................................................................................................... 193
Ring Group .............................................................................................................................. 225
Pickup Group ........................................................................................................................... 235
Click-To-Talk Group ................................................................................................................. 239
Group Access Code ................................................................................................................249
Outbound Line Group .............................................................................................................. 253
Auto-Attendant ......................................................................................................................... 287
LCR ......................................................................................................................................... 305
Group Management ................................................................................................................. 313
Call Services ............................................................................................................................ 323
ACD .........................................................................................................................................347
System Information ..................................................................................................................361
Status Observation ..................................................................................................................367
System Log .............................................................................................................................. 381
Call Detail Record (CDR) .........................................................................................................393
ACD Logs ................................................................................................................................ 403
Administrator Accounts .............................................................................................................411
Diagnostics .............................................................................................................................. 417
Inactivity Timer ......................................................................................................................... 425
................................................................................................................................................. 426
Remote Management ..............................................................................................................427
TFTP Management .................................................................................................................. 447
System File Maintenance ........................................................................................................449

Contents Overview
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License Control ........................................................................................................................ 457
Web Portal ............................................................................................................................... 463
IVR System .............................................................................................................................. 483
Troubleshooting ....................................................................................................................... 489
Product Specifications ............................................................................................................. 501

Table of Contents
X2002 User’s Guide 11
Table of Contents
About This User's Guide..........................................................................................................3
Document Conventions............................................................................................................5
Safety Warnings........................................................................................................................7
Contents Overview ...................................................................................................................9
Table of Contents....................................................................................................................11
Part I: User’s Guide................................................................................ 25
Chapter 1
Introduction.............................................................................................................................27
1.1 Overview .............................................................................................................................. 27
1.1.1 Voice over Internet Protocol (VoIP) Implementation .................................................. 28
1.1.2 PBX Telephony Features ........................................................................................... 29
1.1.3 Scalable Design .........................................................................................................30
1.1.4 Automatic Call Distribution ......................................................................................... 30
1.1.5 Click-To-Talk ............................................................................................................... 30
1.1.6 Mobile Phone Extensions ........................................................................................... 31
1.2 Ways to Manage the X2002 ................................................................................................ 31
1.3 Good Habits for Managing the X2002 ................................................................................. 31
1.4 LEDs .................................................................................................................................... 32
Chapter 2
How It Works...........................................................................................................................35
2.1 Call Routing ......................................................................................................................... 35
2.1.1 Call Routing Terms .................................................................................................... 35
2.2 Internal Call Routing ............................................................................................................ 37
2.3 Outbound Call Routing ........................................................................................................ 38
Chapter 3
Tutorials...................................................................................................................................41
3.1 Making Internal Calls ........................................................................................................... 43
3.1.1 Configure SIP Extensions .......................................................................................... 43
3.1.2 Connect IP Phones .................................................................................................... 46
3.1.3 Register IP Phones .................................................................................................... 47

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3.1.4 Auto Provisioning ....................................................................................................... 48
3.2 Making PSTN Calls ............................................................................................................. 50
3.2.1 The PSTN Connection ............................................................................................... 50
3.2.2 Creating a Dialing Rule for PSTN .............................................................................. 53
3.2.3 Assigning an LCR to an Authority Group ................................................................... 55
3.3 Making ITSP Calls ............................................................................................................... 56
3.3.1 The ITSP Connection ................................................................................................. 57
3.3.2 Creating a Dialing Rule for ITSP ................................................................................ 61
3.3.3 Assigning an LCR to an Authority Group ................................................................... 64
3.4 Making ISDN Calls .............................................................................................................. 65
3.4.1 The ISDN Connection ................................................................................................ 66
3.4.2 Creating a Dialing Rule for ISDN ............................................................................... 69
3.4.3 Assigning an LCR to an Authority Group ................................................................... 71
3.5 ISDN Network Configuration Examples ............................................................................... 73
3.5.1 Example 1: Small/Medium Business ...................................................................... 74
3.5.2 Example 2: Company with Existing PBX ............................................................... 75
3.5.3 Example 3: Company with Existing PBX and Expanding Employees ................. 76
3.6 Using Call Features ............................................................................................................. 76
3.6.1 Customizing Feature Codes ....................................................................................... 77
3.6.2 Using the Voicemail Feature ...................................................................................... 77
3.7 Using Your Web Portal ........................................................................................................ 78
3.7.1 Your Information .........................................................................................................78
3.7.2 Accessing the Web Portal .......................................................................................... 79
3.7.3 Changing Your Security Information ........................................................................... 80
3.7.4 Personalizing Your Settings ....................................................................................... 81
3.7.5 Setting Up Voicemail .................................................................................................. 84
3.7.6 Using the Web Phone (IP Phone Users Only) ........................................................... 85
3.8 Capturing Packets Using the Web Configurator .................................................................. 86
3.9 Creating an Automated Menu System ................................................................................. 89
3.9.1 Menu Design and Call Routing .................................................................................. 89
3.9.2 Create an Agent Identity ............................................................................................ 91
3.9.3 Create a Skill .............................................................................................................. 92
3.9.4 Create an Auto-Attendant .......................................................................................... 95
Part II: Technical Reference.................................................................. 99
Chapter 4
The Web Configurator ..........................................................................................................101
4.1 Introduction ........................................................................................................................ 101
4.2 System Login .................................................................................................................. 101
4.3 The System Screen ......................................................................................................103

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4.3.1 The Navigation Panel ............................................................................................... 104
4.4 Dashboard - System Information ......................................................................................107
4.5 Saving Your Configuration ................................................................................................. 108
4.6 Icons in the Web Configurator ........................................................................................... 108
4.7 Resetting the X2002 ....................................................................................................... 109
4.8 Rebooting the X2002 ........................................................................................................109
4.9 Logging Out of the Web Configurator ................................................................................110
4.10 Help .................................................................................................................................110
Chapter 5
Network Deployment............................................................................................................ 111
5.1 Overview .............................................................................................................................111
5.1.1 What You Can Do in this Chapter .............................................................................111
5.1.2 What You Need to Know ...........................................................................................112
5.1.3 Before You Begin ......................................................................................................113
5.2 The LAN Screen ...............................................................................................................114
5.2.1 The Static LAN IP Address Screen .........................................................................115
5.3 The WAN Screen ................................................................................................................116
5.4 The DDNS (Dynamic DNS) Screen ...................................................................................117
5.4.1 DYNDNS Wildcard ....................................................................................................117
5.4.2 Configuring the DDNS Screen ..................................................................................118
5.5 The NTP (Network Time Protocol) Screen .........................................................................119
5.6 The Static Route Screen ....................................................................................................120
5.6.1 Configuring the Static Route Screen ........................................................................ 121
5.6.2 Adding a Static Route ............................................................................................... 121
5.7 The VLAN Screen ..............................................................................................................122
5.8 Network Technical Reference ............................................................................................ 123
Chapter 6
Server.....................................................................................................................................125
6.1 Overview ............................................................................................................................ 125
6.1.1 What You Can Do in this Chapter ............................................................................ 126
6.1.2 What You Need to Know .......................................................................................... 126
6.1.3 Before You Begin .....................................................................................................129
6.2 The IP-PBX Server Global Screen .................................................................................... 130
6.3 The FXO Screen ............................................................................................................... 132
6.4 The FXS Screen ............................................................................................................... 133
6.5 The BRI Screen ................................................................................................................. 134
6.6 The PRI Screen ................................................................................................................. 136
6.7 The Call Block Screen ......................................................................................................139
6.7.1 The Call Blacklist Screen ........................................................................................ 140
6.8 The Feature Code Screen ................................................................................................ 141
6.9 The E-Mail Screen .............................................................................................................144

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6.10 The Fake IP Screen .......................................................................................................145
6.11 The Peer to Peer Screen ............................................................................................... 146
6.11.1 How the Peer-to-Peer SIP Connection Works ........................................................ 147
6.11.2 Add Peer-to-Peer Local Net ...................................................................................148
6.11.3 How Local Net and Peer-to-Peer Work Together ................................................... 148
6.12 Network Technical Reference .......................................................................................... 150
Chapter 7
Auto Provision ......................................................................................................................151
7.1 Overview ............................................................................................................................ 151
7.1.1 What You Can Do in this Chapter ............................................................................ 151
7.1.2 What You Need to Know .......................................................................................... 152
7.1.3 Before You Begin .....................................................................................................153
7.2 The Auto Provision Screen ................................................................................................ 153
7.2.1 Batch File Format ..................................................................................................... 154
7.2.2 ZyXEL Profile Setup: Edit ........................................................................................ 155
7.2.3 ZyXEL Profile Setup: View SPTGEN ...................................................................... 156
7.3 snom Profile Setup ............................................................................................................ 157
7.3.1 What is snom? .........................................................................................................158
7.3.2 snom Batch Configuration XML File ......................................................................... 159
7.3.3 snom Profile Setup: Edit .......................................................................................... 159
7.3.4 snom Profile Setup: View SPTGEN ........................................................................ 160
7.3.5 snom Feature Key Setting ....................................................................................... 161
7.3.6 snom Firmware Upgrade .......................................................................................... 162
7.4 Auto Firmware Upgrade Screen ....................................................................................... 163
7.5 EZ Provision ..................................................................................................................... 165
Chapter 8
QoS.........................................................................................................................................167
8.1 Overview ............................................................................................................................ 167
8.1.1 What You Can Do in this Chapter ............................................................................ 167
8.1.2 What You Need to Know .......................................................................................... 167
8.1.3 Before You Begin .....................................................................................................169
8.2 The QoS Screen ................................................................................................................ 169
Chapter 9
Voice Mail...............................................................................................................................171
9.1 Overview ............................................................................................................................ 171
9.1.1 What You Can Do in this Chapter ............................................................................ 171
9.1.2 What You Need to Know .......................................................................................... 171
9.2 The Voice Mail Screen .......................................................................................................172
9.3 Accessing Voice Mail .........................................................................................................173

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X2002 User’s Guide 15
Chapter 10
Phonebook ............................................................................................................................177
10.1 Overview .......................................................................................................................... 177
10.1.1 What You Can Do in this Chapter .......................................................................... 177
10.1.2 What You Need to Know ........................................................................................177
10.1.3 Before You Begin ................................................................................................... 178
10.2 The Phonebook Configuration Screen ........................................................................... 179
10.2.1 The Import Phonebook Screen .............................................................................. 180
10.3 The LDAP Phonebook Screen ....................................................................................... 181
10.4 The Local Phonebook Screen ........................................................................................ 182
10.4.1 Local Phonebook Add/Edit Screen ....................................................................... 183
Chapter 11
DSP Management..................................................................................................................185
11.1 Overview .......................................................................................................................... 185
11.1.1 What You Can Do in this Chapter ........................................................................... 185
11.1.2 What You Need To Know ........................................................................................ 185
11.1.3 Before You Begin ....................................................................................................186
11.2 Installing and Removing DSP Modules ............................................................................ 186
11.2.1 How to Install a DSP Module .................................................................................. 186
11.2.2 How to Remove a DSP Module .............................................................................. 187
11.3 The DSP Management Screen ........................................................................................ 188
Chapter 12
Office Hours ..........................................................................................................................189
12.1 Overview .......................................................................................................................... 189
12.1.1 What You Can Do in this Chapter .......................................................................... 189
12.1.2 What You Need To Know ....................................................................................... 189
12.1.3 Before You Begin ................................................................................................... 189
12.2 Office Hour Screen ..........................................................................................................190
Chapter 13
Authority Group....................................................................................................................193
13.1 Overview .......................................................................................................................... 193
13.1.1 What You Can Do in this Chapter .......................................................................... 194
13.1.2 What You Need to Know ........................................................................................195
13.2 The Authority Group Screen ............................................................................................ 196
13.2.1 The Extension Query Result Screen ..................................................................... 197
13.2.2 The Add/Edit Authority Group Screen .................................................................... 198
13.2.3 The Authority Group Configuration Screen ........................................................... 199
13.3 Extension Features .......................................................................................................... 200
13.3.1 The Batch Add Screen .......................................................................................... 201
13.3.2 Add a SIP Extension: The Basic Screen ............................................................... 203

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13.3.3 Configure SIP Extensions: The Basic Screen ....................................................... 204
13.3.4 The SIP Extension Call Forward Screen ............................................................... 205
13.3.5 The DND White List Screen .................................................................................. 209
13.3.6 The Find Me List Screen ....................................................................................... 210
13.3.7 The Blacklist Screen ..............................................................................................211
13.3.8 The SIP Extension Voice Mail Settings Screen ..................................................... 212
13.3.9 The SIP Extension Advanced Screen ................................................................... 213
13.3.10 The Auto Provision Screen ................................................................................. 215
13.3.11 The Add an FXS Extension Screen ..................................................................... 216
13.3.12 Configure FXS Extensions: the Basic Screen ..................................................... 217
13.3.13 The FXS Extension Call Forward Screen ............................................................ 218
13.3.14 The FXS Extension Voice Mail Screen ................................................................ 218
13.3.15 The FXS Extension Advanced Screen ................................................................ 219
13.3.16 The Add a BRI Extension Screen ....................................................................... 219
13.3.17 Configure BRI Extensions: the Basic Screen ...................................................... 221
13.3.18 The BRI Extension Call Forward Screen ............................................................. 222
13.3.19 The BRI Extension Voice Mail Screen ................................................................. 222
13.3.20 The BRI Extension Advanced Screen ................................................................. 222
13.4 Authority Group Technical Reference .............................................................................. 223
Chapter 14
Ring Group............................................................................................................................225
14.1 Overview .......................................................................................................................... 225
14.1.1 What You Can Do in this Chapter .......................................................................... 225
14.1.2 What You Need to Know ........................................................................................225
14.1.3 Before You Begin ................................................................................................... 226
14.2 The Ring Group Screen ................................................................................................... 229
14.2.1 The New Ring Group Screen ................................................................................ 229
14.2.2 The Edit Ring Group Screen .................................................................................230
14.2.3 The Configure Ring Group Screen ........................................................................ 231
14.2.4 The Add/Edit Page Group Screen ......................................................................... 232
14.2.5 The Add/Edit Hunt Group Screen ......................................................................... 233
Chapter 15
Pickup Group ........................................................................................................................235
15.1 Overview .......................................................................................................................... 235
15.1.1 What You Can Do in this Chapter .......................................................................... 235
15.1.2 Before You Begin ................................................................................................... 236
15.1.3 Pickup Group Example ..........................................................................................236
15.2 The Pickup Group Screen ............................................................................................... 237
15.2.1 Add/Edit Pickup Groups ........................................................................................ 238
Chapter 16
Click-To-Talk Group..............................................................................................................239

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16.1 Overview .......................................................................................................................... 239
16.1.1 What You Can Do in this Chapter .......................................................................... 240
16.1.2 Before You Begin ................................................................................................... 240
16.1.3 Registering Your Click-To-Talk License .................................................................. 240
16.2 The Click-To-Talk Group Screen ...................................................................................... 242
16.2.1 Add a Click-To-Talk Group ..................................................................................... 243
16.2.2 Edit a Click-To-Talk Group ...................................................................................... 244
16.2.3 Manage Click To Talk Group Extensions ................................................................245
16.2.4 Click-To-Talk Extension Settings ............................................................................247
Chapter 17
Group Access Code..............................................................................................................249
17.1 Overview .......................................................................................................................... 249
17.1.1 What You Can Do in this Chapter .......................................................................... 250
17.1.2 What You Need to Know ........................................................................................250
17.2 The Group Access Code Screen ..................................................................................... 250
17.2.1 The Group Access Code Screen .......................................................................... 251
Chapter 18
Outbound Line Group...........................................................................................................253
18.1 Overview .......................................................................................................................... 253
18.1.1 What You Can Do in this Chapter .......................................................................... 254
18.1.2 What You Need to Know ........................................................................................254
18.1.3 Before You Begin ................................................................................................... 257
18.2 Outbound Line Group Screen ..........................................................................................258
18.2.1 Add/Edit FXO Trunk .............................................................................................. 259
18.2.2 Configure an FXO Trunk ....................................................................................... 260
18.2.3 Auto-Attendant for Incoming Analog Calls .............................................................261
18.3 Add/Edit PRI Trunk ......................................................................................................... 262
18.3.1 Configure a PRI Trunk ........................................................................................... 263
18.3.2 Auto-Attendant for Incoming PRI Calls ................................................................. 266
18.4 Add/Edit BRI Trunk ......................................................................................................... 267
18.4.1 Configure a BRI Trunk ........................................................................................... 268
18.4.2 Auto-Attendant for Incoming BRI Calls ................................................................. 272
18.5 Add/Edit SIP Trunk .......................................................................................................... 272
18.5.1 Configure a SIP Trunk ........................................................................................... 273
18.5.2 Auto-Attendant for SIP Trunks .............................................................................. 278
18.6 Add/Edit Trusted Peer .....................................................................................................280
18.6.1 Configure a Trusted Peer ....................................................................................... 281
18.6.2 Auto-Attendant for Trusted Peer ............................................................................ 285
Chapter 19
Auto-Attendant......................................................................................................................287

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19.1 Overview .......................................................................................................................... 287
19.1.1 What You Can Do in this Chapter .......................................................................... 287
19.1.2 What You Need to Know ........................................................................................288
19.2 The Default Screen ..........................................................................................................290
19.3 The Customized Screen .................................................................................................. 291
19.3.1 The Add/Edit Auto-Attendant Screen ..................................................................... 292
19.3.2 Advanced Settings: Office Hours ..........................................................................293
19.3.3 The Add/Edit Office Hours Auto-Attendant Screen ................................................ 295
19.3.4 The Auto-Attendant Sub Menu Screen ..................................................................296
19.3.5 Advanced Settings: Night Service .......................................................................... 297
19.3.6 Advanced Settings: Greetings ................................................................................ 299
19.4 Technical Reference ........................................................................................................301
Chapter 20
LCR.........................................................................................................................................305
20.1 Overview .......................................................................................................................... 305
20.1.1 What You Can Do in this Chapter .......................................................................... 306
20.1.2 What You Need to Know ........................................................................................306
20.1.3 Before You Begin ................................................................................................... 307
20.2 LCR List ...........................................................................................................................307
20.2.1 LCR Configuration ................................................................................................. 308
20.2.2 Add/Edit LCR Dial Condition ................................................................................. 310
Chapter 21
Group Management..............................................................................................................313
21.1 Overview .......................................................................................................................... 313
21.1.1 What You Can Do in this Chapter .......................................................................... 314
21.1.2 What You Need to Know ........................................................................................314
21.1.3 Before You Begin ................................................................................................... 318
21.2 Group Management Screen ............................................................................................318
21.2.1 The Overview Screen ............................................................................................. 320
21.2.2 Edit Group Management Associations ..................................................................322
Chapter 22
Call Services..........................................................................................................................323
22.1 Overview .......................................................................................................................... 323
22.1.1 What You Can Do in this Chapter .......................................................................... 323
22.1.2 What You Need to Know ........................................................................................324
22.1.3 Before You Begin ................................................................................................... 324
22.2 The Emergency Call Screen ........................................................................................... 325
22.2.1 Configuring the Emergency Call Screen ................................................................325
22.3 The Conference Calling Screen ..................................................................................... 327
22.3.1 Configuring the Conference Calling Screen ........................................................... 327

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22.3.2 The Conference Calling Edit and Add Screen ...................................................... 328
22.4 The Music on Hold Screen ............................................................................................. 329
22.4.1 Global Setting Screen ............................................................................................ 330
22.4.2 Custom Music On Hold .......................................................................................... 330
22.4.3 Add or Edit a Music On Hold Profile .......................................................................331
22.4.4 Upload a Music On Hold Profile ............................................................................. 332
22.5 The Distinctive Ring Screen ........................................................................................... 333
22.6 The Auto Callback Screen .............................................................................................. 334
22.7 The Call Park Screen ......................................................................................................335
22.7.1 Configuring the Call Parking Screen ...................................................................... 336
22.8 The Call Waiting Screen ..................................................................................................337
22.8.1 Configuring the Call Waiting Screen ...................................................................... 339
22.8.2 Call Waiting Example - 1 ........................................................................................ 340
22.8.3 Call Waiting Example - 2 ........................................................................................ 340
22.9 The Call Transfer Screen ................................................................................................. 341
22.9.1 Configuring the Call Transfer Screen ..................................................................... 341
22.10 TAPI ............................................................................................................................... 341
22.10.1 Setting Up the TAPI Server Driver ....................................................................... 342
22.10.2 Sending Call Invites from Microsoft Outlook ........................................................ 344
Chapter 23
ACD........................................................................................................................................347
23.1 Overview .......................................................................................................................... 347
23.1.1 What You Can Do in this Chapter .......................................................................... 348
23.1.2 What You Need to Know ........................................................................................348
23.2 The ACD Global Screen ................................................................................................ 350
23.3 The Agent Screen ........................................................................................................... 351
23.3.1 The Agent Settings Screen .................................................................................... 352
23.4 The Skill Screen ............................................................................................................ 353
23.4.1 The Skill Settings Screen ..................................................................................... 354
23.5 The Skill Menu ................................................................................................................. 359
23.5.1 The Skill Menu Settings .........................................................................................360
Chapter 24
System Information ..............................................................................................................361
24.1 Overview .......................................................................................................................... 361
24.2 The System Information Screen ...................................................................................... 361
24.3 SNMP ............................................................................................................................. 363
24.3.1 Supported MIBs ..................................................................................................... 365
24.3.2 SNMP Traps ........................................................................................................... 365
24.3.3 Configuring SNMP ................................................................................................. 366
Chapter 25
Status Observation...............................................................................................................367

Table of Contents
X2002 User’s Guide
20
25.1 Overview .......................................................................................................................... 367
25.2 What You Can Do in this Chapter .................................................................................... 367
25.2.1 What You Need to Know ........................................................................................367
25.3 The SIP Peer Screen .......................................................................................................368
25.4 The FXS Peer Status Screen .......................................................................................... 370
25.5 The BRI Peer Status Screen ........................................................................................... 371
25.6 The CTI Peer Status Screen ............................................................................................ 372
25.7 The FXO Trunk Status Screen ......................................................................................... 373
25.8 The SIP Trunk Status Screen .......................................................................................... 374
25.9 The BRI Trunk Status Screen .......................................................................................... 375
25.10 The PRI Trunk Status Screen ........................................................................................ 376
25.11 The ACD Queue Screen ................................................................................................ 377
Chapter 26
System Log............................................................................................................................381
26.1 Overview .......................................................................................................................... 381
26.1.1 What You Can Do in this Chapter .......................................................................... 381
26.1.2 What You Need to Know ........................................................................................381
26.2 The View Log Screen ...................................................................................................... 382
26.2.1 Filter Log Results Screen .......................................................................................384
26.3 The Log Setting Screen ...................................................................................................385
26.3.1 Active Log Summary Screen .................................................................................. 386
26.3.2 System Log Configuration Screen ......................................................................... 388
26.3.3 Edit Syslog Server Settings Screen ....................................................................... 391
Chapter 27
Call Detail Record (CDR)......................................................................................................393
27.1 Overview .......................................................................................................................... 393
27.1.1 What You Can Do in this Chapter .......................................................................... 393
27.1.2 What You Need to Know ........................................................................................393
27.2 The Configuration Screen ................................................................................................394
27.2.1 Configure your remote server ................................................................................ 396
27.3 The Backup Screen ........................................................................................................397
27.4 The Query Screen ..........................................................................................................398
27.4.1 The Report Screen................................................................................................ 400
27.5 CDR Technical Reference ...............................................................................................401
Chapter 28
ACD Logs...............................................................................................................................403
28.1 Overview .......................................................................................................................... 403
28.1.1 What You Can Do in this Chapter .......................................................................... 403
28.1.2 Before You Begin ................................................................................................... 403
28.2 The Configuration Screen .............................................................................................. 403