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1. PBX Feature Configuration

Configuring authorization codes

Use the Authorization Codes applet to configure numeric passwords that allow users to place calls on phones and phone lines where call access is restricted.

Authorization codes can be used on analog, digital, and SIP phones. On digital phones, authorization codes can be used on both primary and secondary line appearances and outside lines. Refer to the Wave Phone User Guide for information about using authorization codes.

To add authorization codes

The Authorization Codes applet starts.

The Authorization Code field is automatically populated with a randomly selected unused 5-digit number. You may change this number to any 3- to 12-digit number.

You can use x's as wildcard characters when entering an authorization code, using any combination of leading, trailing, or embedded wildcard characters. When a user enters an authorization code, any key that he or she presses in the wildcard position will be accepted. If you use multiple wildcard characters, the user must enter the same number of digits for the authorization code to be accepted. For example, if you define the authorization code "0xx6", "0406" will be successful, but "046" will fail.

The Access Profile determines what types of calls can be made on a Wave extension using this authorization code. The default is Unrestricted access.

Authorization codes cannot be used until the Enable Authorization Codes check box is checked. When you are ready to enable authorization codes, check the Enable Authorization Codes check box.

Configuring Call Park options

The Call Park feature places a call on an extension or in a system parking slot for retrieval from another phone.

If you specify unlimited seconds, Wave does not ring back the extension.

If you specify unlimited seconds, Wave does not ring back the parking extension.

If you specify unlimited seconds, Wave does not ring back the extension.

Configuring call pickup groups

You can configure call pickup groups—groups of extensions that can be answered by all the users in the group using the Group Pickup phone feature—and add extensions to them in the User/Group Management applet.

There are two methods to pick up a call in a pickup group:

Note:  An extension can belong to only one pickup group.

To create a pickup group

Configuring Caller ID

Caller ID refers to the phone number and name that identify a caller. There are three types of Caller ID that you can configure in Wave:

Configuring external Caller ID

External Caller ID refers to the name and number that identifies the caller when a call is sent by Wave over an ISDN-PRI trunk to the central office. External Caller ID can only be sent on an ISDN-PRI trunk. (Wave does not send Caller ID on analog trunks. If Caller ID is enabled on T-1 wink start or ground start trunks, the central office must be capable of receiving ANI/DNIS format.)

In order to send a name with the Caller ID information, the call must be placed on an ISDN trunk, the Send Caller Name option must be selected in the trunk configuration, and the far end has to accept the name.

When an internal extension initiates a call, its external Caller ID is determined by the settings configured in the General Settings and the User dialog, User \ External Caller ID tab. When a trunk initiates an outbound call (a tandem call) the external Caller ID is the same as the received Caller ID (or it is the trunk group name if no Caller ID is received).

By default, Wave sends no Caller ID to the trunks. Outbound trunk groups and IP telephony call destinations are the gatekeepers of external Caller ID. At this level Wave decides whether to send external Caller ID to the trunk and in what format.

To send Caller ID with outbound calls, you must perform the following tasks

By default, all internal extensions send the external Caller ID specified in the General Settings applet. For users with specific Caller ID requirements, configure the Caller ID settings in the User dialog to override the General Settings Caller ID format (see Configuring user-specific Caller ID settings).

Hierarchy of external Caller ID settings

External Caller ID can be applied at three different levels: system-wide, user-specific, and trunk-specific.

By default, system-wide external Caller ID is not sent.

By default, external Caller ID at the user-specific level uses the system-wide setting.

Trunk-specific external Caller ID can be set in two places:

For example, if at the system-wide level you choose to use the Company Name and Main Number, and at the user-specific level you choose to send no Caller ID, Caller ID will not be sent by calls made from that extension. However, if at the trunk-specific level you choose to send the Company Name and Main Number, then the Company Name and the Company Main Number are sent even though the user-specific Caller ID settings specified otherwise.

Configuring internal Caller ID

Internal Caller ID refers to the name and number that identifies the caller on a station-to-station call that originates on the Wave Server or a PBX connected to the Wave Server. You do not need to configure internal Caller ID for extensions—it is always the Display Name and the extension number as specified in the User dialog.

Configuring inbound Caller ID

Inbound Caller ID refers to the name and number that identifies the caller on an inbound call received from an inbound trunk group, IP telephony source, or outside line. When a call arrives from a trunk (or IP telephony source), Wave may or may not receive Caller ID.

Configuring trunk-specific Caller ID settings

The trunk-specific Caller ID format determines whether Caller ID will be sent to the trunk and in what format. In the Trunk Groups and IP Telephony applets, you can configure the Caller ID values as they are supported by the trunks associated with the outbound trunk group or IP call destination. Configuring Caller ID on a particular outbound trunk group affects all the trunks and digital channels associated with the trunk group.

Caution!  Check your Service Confirmation Letter to determine whether Caller ID is supported on your trunks and in what format. Sending Caller ID to a trunk that does not support it might cause your calls to fail.

To configure trunk-specific Caller ID settings

Use this setting for trunks connected to other PBXs.

Use this setting to provide the station name and phone number on outbound calls.

Optionally, select the plus last check box to append the specified number of digits of calling extension number to the digits specified in the Number field.

If the plus last check box is selected, the specified number of digits of calling extension number are appended to the digits specified in the Number field.

Use this setting to provide the station name and phone number on outbound calls.

Note:  If this setting is your choice, it is generally recommended that you set this at the system-wide level in the General Settings applet.

Use this setting for trunks that do not support Caller ID, or for trunks where you want to block external Caller ID.

Configuring system-wide Caller ID settings

Configure the system-wide Caller ID settings for calls initiated by internal extensions in the General Settings applet. Remember that the external Caller ID is only sent to the central office if the trunk group is configured to send external Caller ID.

To configure system-wide Caller ID settings

Note:  While Company Name can include up to 16 alphanumeric characters, Caller ID cannot send more than 15 characters over ISDN.

On the PBX tab, select a default External Caller ID setting for calls initiated by stations. Select one of the following options:

Use this setting to provide some Caller ID information while keeping the actual calling extension number private.

If the check box is selected, the specified number of digits from the calling extension number are appended to the digits specified in the field.

For example, if you enter 4085227, and specify that the last 3 digits be added to the number, a call from extension 1234 will send the number 408-522-7234.

Use this setting to provide the station name and phone number on outbound calls.

Configuring user-specific Caller ID settings

By default all users send the external Caller ID format specified in the General Settings applet. To override the system-wide Caller ID settings for a specific user, see .

Configuring dialing time-out

Configure the settings that determine how long Wave should wait after you finish dialing before placing the call.

In the General Setting applet (PBX (Advanced) tab, Dialing section), set When dialing, wait up to ___ seconds for next digit to be entered. This drop-down list sets the dialing timeout. If the specified time elapses before another digit is pressed, Wave will stop collecting digits and attempt to route the call based on the digits collected.

The dialing timeout is useful for dialing numbers of a length not expected by your dialing plan. For example, in North America, numbers are generally 7, 10, or 11 digits in length. If you are dialing an international number the length of the number will be longer than expected, or if you are dialing the local operator the number will be shorter. After you have finished dialing the number, Wave will wait the number of seconds specified in the drop-down list, and place the call as dialed.

Requiring an access code for emergency number dialing

By default, Wave allows users to dial emergency numbers directly.

To help prevent accidental emergency calls, you can require users to dial an external access code before dialing an emergency number. This setting is disabled by default since users may expect to simply dial the emergency number (for example “911” in North America or "112" in EU countries) to access emergency services.

Important!  If you require an external access code to dial an emergency number, be sure that all users know about this requirement, and that they know the access code to use.

To require an external access code for emergency number dialing

You use the Outbound Routing applet to set up one or more emergency numbers. For details, see Setting up emergency dialing.

Configuring external call routing restrictions

Any time a call comes in to the Wave Server and is routed back out on another trunk (trunk-to-trunk), you must consider these external call routing restriction options. In this scenario a call is physically connected across two external trunks through the Wave Server.

Scenarios include off-site call forwarding, off-site transferring, and conferencing where two or more parties is an external phone number. These options can also affect your inbound call routing wherever you have an inbound call routed to an external destination.

You can configure the following options in the General Setting applet, PBX (Advanced)tab, in the Trunking group box:

Users without passwords can enter the password 111 when prompted to forward calls to an external number.

Note:  It is strongly suggested that you configure passwords for all users. Password security is crucial in preventing your company from being victimized by toll fraud, where unauthorized users gain privileged access to your telephone system and place outbound long distance or international calls that are then charged to you. In most cases, access is gained through unsecure, easy-to-guess passwords. By making your passwords more secure, you can dramatically increase the security of your Wave system against toll fraud. For more information, see Protecting Your Phone System Against Toll Fraud.

Configuring Fax Redirect

The Fax Redirect feature allows you to automatically redirect incoming fax calls to the extension that has a fax machine. Without Fax Redirect, fax calls to an extension without a fax machine would not be received.

You can configure a fax redirect extension for the system, and you can override it for any auto attendant.

To configure Fax Redirect for the system

Setting Fax Redirect for an auto attendant

For information on overriding the system fax redirect extension for calls to a particular auto attendant, see Creating a new auto attendant.

Configuring Music On Hold

The system-wide music on hold source identifies the music that all callers on hold hear unless a user, auto attendant, or queue is configured to use a different source (see Customizing music on hold.)

This topic describes the following:

To configure a system port for music on hold

To enable system-wide music on hold

Select one of the following options:

Hint: It is highly recommended that you specify a default music-on-hold source so that a caller who reaches a user, auto attendant, or queue with no music-on-hold source specified does not hear extended ringing or silence, which may result in a hang-up.

Note:  Wave plays whatever is on the specified channel and does not monitor the channel. If the music device stops, callers on hold hear nothing.

Important!  If you see the following message, you need to exit the General Settings applet, allocate additional Music on Hold resources (either Low Bit Rate (G.729A/G.711) or Standard Bit Rate (G.711) resources) via the Resource Management applet, and then restart the General Settings applet.

You use this dialog to identify the external and internal audio sources displayed in the System Default drop-down list (described above), and also in the music on hold source drop-down lists available when you edit a user, user template, auto attendant, or Contact Center queue.

To take a song out of use, select Disabled from the drop-down list. If you disable a song the following warning message is displayed, indicating that some users’ music-on-hold settings may be reset.

For more about creating and placing custom audio files for hold music, see Customizing music on hold.

Customizing music on hold

Each user, auto attendant, and Contact Center queue can have individualized hold music that is different from the default system hold music. See the following:

Important!  You can select a specific WAV file to play to callers on hold in any of these scenarios. Before you can do so, you must first set up a system port for music on hold, as described in Configuring Music On Hold.

Using custom audio files for system hold music

You can use your own audio files for system hold music. To do so, you must convert each audio file to the format required by Wave, and then place the files in the correct location on the Wave Server. Custom audio files must be in 8-bit mu-law 8000 Hz mono WAV format—system hold music will not play back if you use a different file format.

To create audio files for music on hold

To place the music on hold audio files in the correct locations

C:\Inetpub\ftproot\Private\Options\Music

C:\Inetpub\ftproot\Private\Options\IpMOHMusic

Enabling Public Address

The Public Address feature requires third-party hardware for amplification on an analog-only Wave system. If you have digital phones, the speakers on the phones act as a public address system and announcements are sent to digital phone speakers as well as the overhead public address system.

To enable the public address system

Once Public Address is enabled, users can make announcements over the public address system and digital phone speakers by pressing the System Page button on digital phones, or dialing *11.

Enabling automatic phone relocation

When automatic phone relocation is enabled on the Wave Server, a previously-working digital phone will be recognized after it has been unplugged and moved to a new location, for example if a user switches offices. You do not need to manually reassign the phone’s extension or reprogram feature buttons after a move.

Automatic phone relocation supports two methods of phone relocation, depending on the digital phone type:

Comdial digital phones store the extension assigned when the phone last came into service. When a previously-working Comdial digital phone is plugged in at the new location, the user is asked if he or she wishes to retain the extension assigned to the phone.

A user can use *98 to either physically move his or her digital phone to a new location, or to swap a phone with another user. For example, Joe (x201) is moving into Frank's (x205) old office. They both have the same digital phone model. Joe unplugs his phone (so x201 is no longer in service) and leaves it in his old office. He then goes to his new office and dials *98 201 on Frank’s old phone. Frank's phone is configured with Joe's extension with all of Joe's feature buttons, call history, and other phone information automatically relocated from his old phone.

The phone must be operable before the user can dial *98 from it. This means that one of the following must be true:

In this case, the phone will come into service as the extension of whichever user is programmed at that slot/port, and then *98 can be dialed to reassign the new extension to this slot/port. The slot/port of the user that was previously programmed at that location will be cleared, but the user itself will not be deleted.

In this case, when a phone is plugged into a slot/port that is not associated with any extension and available unassigned extensions exist in the database, the Auto Configuration feature is invoked and “BEGIN” is displayed on the phone’s LED screen to allow an available extension to be selected. Once an available extension is selected the phone will come into service as that extension. Then *98 can be dialed to assign the relocating user’s extension to this phone. Note that the relocating user’s extension is not offered during Auto Configuration because in the Wave database it is still associated with the slot/port at its old location.

If neither of these configuration scenarios is true, the phone’s LED display will show the slot and port the phone is plugged into, and a status of “Unassigned”. Until you resolve one of the scenarios, the phone will never come into service and you will not be able to use *98.

To configure automatic phone relocation

Enabling DSS/BLF updates when the user’s phone is active on any line

A Direct Station Select/Busy Lamp Field (DSS/BLF) feature button on a digital phone monitors the state of a specific extension, and provides a quick way for a user to place or transfer a call to that extension. A DSS/BLF feature button can be in one of the following states:

By default, the DSS/BLF feature button only reflects the state of the assigned extension's primary line. When you perform the steps described below, a DSS/BLF feature button on a user’s digital phone will reflect the assigned extension’s state for any line, not just the extension’s primary line. For example, if the user at extension 201 is busy on an Outside Line or on a line appearance, another user with a DSS/BLF feature button assigned to extension 201 will see that the user is busy on a call.

To enable DSS/BLF updates when a user’s phone is active on any line

Note:  This option is enabled or disabled on a global basis for all users.

Enabling call return for external calls

This option allows a user to automatically call back the last inbound external call via the *69 phone command or a phone feature button configured for Call Return. If this option is not enabled, users cannot automatically call back external calls. The Trunk Access Code (TAC) that you specify according to the following steps is prepended to the phone number of most recent inbound external call before the call is returned.

To enable call return for external calls

Configuring Night Answer

The Night Answer feature enables you to manually place the Wave Server into a mode where inbound calls are redirected to predetermined destinations. You can configure any extension or external phone number as the destination.

To put the Wave Server in or out of Night Answer mode

To configure Night Answer

The available Night Answer Modes are as follows:

Note:  Select an Access Profile for Tandem Calls in the Inbound Trunk Group dialog and enable Allow Trunk-to-Trunk Connections on the PBX (Advanced) tab in General Settings if the Default Night Answer Destination you specified above is an off-premise call and not routed using the Global Access outbound routing rules.

Note:  Select an Access Profile for Tandem Calls in the Inbound Trunk Group dialog and enable Allow Trunk-to-Trunk Connections on the PBX (Advanced) tab in General Settings if the Night Answer Destination you specified is an off-premise call and not routed using the Global Access outbound routing rules.

Note:  Nnight answer mode configuration is not allowed for the Modem trunk group.

Configuring System Speed Dial

Use the System Speed Dial applet to assign 1-3 digit speed dial numbers to phone numbers that your organization uses frequently.

System speed dial numbers can be used on all phones (digital phones can use the pre-programmed System Speed Dial button while analog and IP phones can use the *89 code). See the Wave Phone User Guide for information about using system speed dial numbers from the phone.

See the following topics for more about the System Speed Dial feature:

Adding speed dial numbers

To add speed dial numbers in the System Speed Dial applet

The Index field is automatically filled in with the next available index number. You can enter any number in the range 000-999.

A phone number can be any digit sequence up to 32 digits in length. Be sure to include the external access code if necessary.

Note:  Phone numbers for external calls must include the first digit defined in the First Digit Table applet for external dialing access. These external speed dial numbers can be dialed using primary lines, secondary line appearances, and outside lines.

Setting the System Speed Dial password

The System Speed Dial password is used when you add a system speed dial number using the phone as described in Adding speed dial numbers using the phone. By default, the system speed dial password is set to 11111.

To set the System Speed Dial password

Adding speed dial numbers using the phone

To add a speed dial number using the phone

For example, using the following format:

      *88 + [password] + [index] + [phone number] + #

You might enter:

      *88 12345 123 914085551212 #

This example creates the system speed dial number “123” that automatically dials 9 for external access and then the number 1-408-555-1212.

A default description is created in Wave’s System Speed Dial table based on the extension number from which the speed dial number was added. After adding a speed dial number using the phone, you can open the System Speed Dial applet to view and edit the default description. See Adding speed dial numbers.

Overriding access profiles when using System Speed Dial

By default, Wave does not override an access profile assigned to a line appearance if its extension does not have permission in its access profile to dial long distance numbers. For example, if an extension’s phone line appearances have Local Only access profiles assigned to them, a user at that extension cannot use any system speed dial numbers that correspond to long distance phone numbers.

If you want users with restrictive access profiles to be able to use system speed dial numbers that require a higher level access profile, you must override the user’s access profile in the System Speed Dial applet.

To override user access profiles when using System Speed Dial

Configuring virtual extensions

Configure virtual extensions for users who do not need a physical phone, but require an office extension. These users might be employees who work on the road with a cell phone, but who need to have an office extension listed in the Voicemail Names Directory.

You can configure up to 1024 virtual extensions.

If you configured SIP stations on a system running Wave ISM 1.5 SP2 or earlier. The maximum number of virtual extensions was increased from 500 to 1024 in Wave ISM 1.5 SP2. SIP station IDs are allocated after virtual extensions are. Once you upgrade to Wave ISM 1.5 SP2 or higher, existing SIP station IDs will change, because there are now 1024 ‘preallocated’ virtual extensions, instead of 500. Station IDs are displayed when a user logs on to the User/Group Management applet or ViewPoint. Be sure to make SIP phone users who specify station IDs when logging in, or who have shortcuts that reference station ID aware of this change.

To configure virtual extensions

Configuring zone paging groups

Zone paging groups allow you to page a group of digital phones simultaneously. Zone paging groups are configured in the Zone Paging Groups applet. You can create up to 32 zone paging groups.

About SIP paging

SIP paging is integrated into Wave’s zone paging feature. Multicast SIP paging is the preferred method, although both multicast and unicast SIP paging is supported.

To create a zone paging group

Note:  To use this feature, you must have an external paging device on your system, and the Public Address feature must be enabled—see Enabling Public Address. Also, for a digital or SIP phone user to be able to send a page to a zone paging group, you must configure a System Page feature button on that digital phone—see Page feature.)

Accept the default IP Address (if shown), or click Edit to open the the SIP Multicast Properties dialog:

Select one or more members from the list, and then click OK to add them to the group. For SIP phone users, select the Multicast Enabled checkbox.

Note:  Only digital and SIP phones appear in the list—analog phones cannot be part of a zone paging group.