PBX Data Sheet - VoIPon

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PBXData SheetVersion 2.0Product categoriestypically runs on blade servers, andit has usually at least one IP address.Those installations are typically loaded to the maximum possible numberof extensions and calls per hardware.The PBX typically runs in standardoperating systems that can easily bemanaged by the service provider. ThePBX is usually embedded in other applications around it, which take careabout provisioning, billing and general customer interaction.pbxnsip offers products in threecategories: The embedded versions are usuallysold to OEM partners, who includethe pbxnsip software with otherproducts like PSTN gateways, routers, firewalls and other hardwareproducts. The product focuses onsmall memory print, limited file access and performance optimizations.The pbxnsip software will be alreadypreinstalled when the end customerreceives the device. Typically, it willalso be loaded with a standard configuration, dial plan, extensions. Possible the appliance is sold togetherwith other preinstalled devices, forexample phones or terminal adapters.The hosted version target serviceproviders. Customers usually receivea phone and a QoS-aware routerand subscribe to the service thatincludes voice and data. The PBX The CPE versions typically run on aPC located on the customer‘s premises. The focus is here on simplemanageability. The CPE versionsare also able to deal with severalIP addresses, for example privateand public IP addresses. Sometimescustomers use two PC for redundancypurposes. Most of the installationsare performed by system integratorsthat help the end customer to get thesystem working and perform specialmaintenance tasks that can not bedone by the customer himself.Data Sheet 2.0VoIPonwww.voipon.co.uksales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

ArchitectureThe pbxnsip software uses a „backto back user agent“ (B2BUA) architecture. This architecture is similar to theclassical PBX architecture, which makesit simple to implement the featuresknown from most business users.All SIP request are processed bythe PBX software. This has the advantage, that even poor SIP implantationsdo not affect the interoperability of otherconnected devices.The media flows through the PBX.Thanks to the recent advantages in CPUperformance, this is no more a limitingfactor for real-life deployments. The advantage is that the PBX can detect oneway audio or disconnected devices andautomatically disconnect calls. It alsoopens the possibility to offer featureslike call barge-in, listening-in and teaching modes.The PBX supports several domains. This makes it possible to separate departments and customers (hostedenvironments). Every domain may haveone or more domain administrators. Thenumber of calls, the number of extensions and other resources can be restricted on domain-level.The software is available for Windows and selected Linux operating systems (e.g. RedHat and SuSE).NAT Support and Multiple AddressesThe PBX is able to run on hoststhat have several IP addresses. It ispossible to define per port which address the port should be bound to. Thismakes it possible to run the PBX on bothprivate and public IP addresses, whichmakes it possible to connect both internal and external workforce to the samePBX without the need for a separatenear-end NAT solution. Users can connect to the PBX from home, hotels andother locations with Internet access andfully participate in the PBX traffic.For far-end NAT support, the PBXautomatically detects devices that needperiodic NAT binding refreshes. By combining this with the media relay, the PBXis able to connect devices even behindsymmetrical NAT.For trunks to Internet service providers that do not support NAT, the PBXoffers the possibility to allocate a publicInternet identity using the STUN protocol. This feature can be used with widelyavailable NAT routers that do not blockSIP/RTP traffic.Security FeaturesThe PBX uses standard TLS encryption to protect the traffic betweenconnected devices and the PBX: SRTP isbeing used en encrypt voice traffic. Thekey negotiation uses the SDES method.When only one call leg supports SRTP,the PBX performs transcoding betweenthe secure and the insecure channel. Byusing the „sips“ scheme, the user canenforce that the communication is keptprivate on both call legs.The PBX also allows secure access to the built-in web server. This way,administrator and users can keep thetraffic private and securely exchangepasswords.The PBX offers the possibility toautomatically provision passwords usingthe https transport layer to endpoints.By keeping track on the number of provisions, the PBX can make sure that aPage 2VoIPonwww.voipon.co.ukData Sheet 2.0sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

password is sent only once to the endpoint, so that later access to the provisioning server will not send the password to other parties.The PBX respects the routing tableof the network configuration and supports the use of multiple IP addresses.By using VPN users can encrypt theirvoice traffic using a separate networkidentity to the PBX.Cell Phone IntegrationTo deal with today‘s realities, thePBX has a dedicated support for cellphones. Along with the other settings foran extension, the PBX allows the association of a cell phone number with anextension.When a caller reaches an extension, the PBX may include the cell phoneData Sheet 2.0VoIPonwww.voipon.co.ukPage 3sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

in the group of registered devices for theextension. The delay for including thephone is programmable, so that the cellphone is only included if the extensiondoes not pick up.The user may also decide to get acall to the cell phone when a new voicemail message arrives.Calls from the cell phone to theauto attendant lead to a special menuthat gives the user the possibility toplace outbound calls from his extension.This feature hides the cell phone identity of the caller and it makes it possibleto bypass cell phone charges (e.g. forinternational calls). Alternatively, thecaller can directly go his personal voicemail box, where other options are available.The outbound calling feature isalso available from other outbound calls(e.g. 0800 numbers), so that employees can make calls from airport loungesand other places with access to toll-freenumbers.If an extension is busy, the cellphone users can also get an automaticcall-back as soon as the extension becomes available again (camp on forexternal callers).Mobile Workforce SupportTo enhance the support of themobile workforce, the PBX supports hotdesking. Users can log in to a phoneusing a special code with their PIN codeand redirect all telephone traffic to thisphone. This feature is independent fromspecific phone features, so that this feature is available on all SIP-capable devices, including Wifi mobile phones.The PBX also allows that everyextension has its own time zone andlanguage. This makes it possible to runcentral corporate PBX for organizationsthat spread across different time zonesand have employees speaking differentlanguages.Supervision FeaturesTraditional PBX are offering features for call supervision. The pbxnsipPBX offers the following features: Call Barge In: The supervisor canjump into a call and establisha three-way party call. Theinterception is announced with atone. This feature is typically usedby secretaries that try to „save“colleagues from talkative callers. Teach Mode: In this mode, thesupervision also establishes aninstant conference, but only theinternal extension can hear what thesupervisor is saying. This mode isuseful for training purposes when theoutside caller should not be awarethat someone is helping an agent. Listen Mode: This mode is similar tothe teach mode, but neither side canhear what the supervisor is saying,and there is not audible indication.This can be either used for callsupervision without the knowledgeof either person or it can be usedin parallel with instant messaging,where the agent receives instantmessages with hints.These features can be combinedwith the recording feature of the PBX.Jumping into a call does not stop therecording of the call. Depending on themode and the recording point, the PBXwill record also the speech of the supervisor.Page 4VoIPonwww.voipon.co.ukData Sheet 2.0sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

Plug and Play SupportTo simplify routine work duringthe setup of endpoints, the PBX generates configuration files on the fly. ThePBX supports TFTP and HTTP/HTTPSprovisioning. This feature is available forselected standard business phones.The plug and play support includes provisioning of time zones (including daylight savings) and dial plansfor the end devices. For devices thatautomatically assign lines to keys, thePBX can provide the number of availablelines to the endpoint. The PBX is alsoable to deal with the different flavoursof indicating intercom traffic and alerting tones. Address book information canalso be provisioned from the user‘s personal address book to the endpoint.Additional devices can be addedby using XML-based configuration fileswhich contain configuration templates.The PBX itself can also be configured automatically. This makes itpossible for large network providers tomaintain a central provisioning systemfor CPE devices.Trunking InterfaceThe PBX uses trunks to connectto the public switched telephone network (PSTN) and to other SIP-capabledevices. The SIP traffic on those trunksis kept separate from the SIP traffic withthe extensions, so that features liketransfer or call pickup are transparenton the operators side. This dramaticallyreduces the complexity in connecting toservice providers and to standard PSTNData Sheet 2.0VoIPonwww.voipon.co.ukPage 5sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

interfaces.The PBX allows a separate codecpreference on the trunk side. If necessary, the PBX performs media transcoding to translate between the differentcall legs.The PBX supports routing of callsto ENUM locations. If performs the necessary steps to resolve the destinationof the call and is able to send the calldirectly to the other party. Inbound callson ENUM addresses can be terminatedusing unbound trunks.When trunk calls fail, the PBX isable to perform failover to other trunksthat are listed in the used dial plan.Trunks support the emulation orCO-lines known from traditional PBX.This way, the traffic on trunks can belimited to a certain number of calls. Itis also possible to control the number ofinbound and outbound calls on a trunk.Extensions can subscribe to the state oftrunks and display the connected parties(for example, on LED).DID routing and DialPlansEvery account on the system canbe associated with one or more DIDnumbers, so that calls may bypass theauto attendant and directly go to the extension. Trunks can use the Request-URIor the To-header to determine the destination of the call. A powerful patternmatching algorithm is available, e.g. forusing parts of the SIP-header for routingpurposes.For outbound calls, the caller-IDpresentation can be controlled on pertrunk bases using settings of the calling extension. Extensions can be pro-grammed to send anonymous calls out.The PBX supports several methods forcaller-ID presentation and privacy indication.Each domain can have several dialplans. Each dial plan may have severalmatch patterns and replacement rules.Simplified dial plan rules can be usedto set up telephone-number based dialplans. For each extension the domainadministrator can define which dial planshould be used. This makes it possibleto assign e.g. international dialling permissions to specific extensions or avoidsending FAX over Internet-based routes.Music on HoldThe PBX automatically insertsmusic on hold when an extension puts acall on hold. The music can come froma standard WAV audio file or from a RTPstream. RTP streaming makes it possible to use external tools to generatelife audio streams. In Microsoft Windowsenvironments, it is also possible to usethe audio input jack to provide music onhold (e.g. for connecting standard CD/MP3 players and radios).Paging and IntercomThe PBX supports both unicastand multicast paging. While unicast paging is suitable for small paging groups orspecialized equipment (like SIP-enabledoverhead paging equipment), multicastmode is suitable for large groups.Intercom initiates a two-way audio call sp that the other party does nothave to pick up the handset. If the number of lines for the extension is limited,the PBX checks if the destination is busyand if that should be the case, offerscamp on.Page 6VoIPonwww.voipon.co.ukData Sheet 2.0sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

PBX featuresAuto AttendantThe auto attendant supports oneor two languages. Callers can decide onthe language by pressing a DTMF tonewhen reaching the auto attendant. Thelanguage will be kept for the further ongoing conversation.Direct destinations are availableto emulate extensions. There are severalstandard texts available to announce thedestinations (e.g. „For accounting, press123“).The auto attendant supportsday/night mode. The day/night modemay have several duty periods per dayand it is possible to define holidays. Theday/night mode may also be set manually. The programming can also be usedfor other accounts like hunt or agentgroups.The dial-by-name feature supports parallel searching for first and lastname. If sufficient numbers have beencollected, the auto attendant generatesa menu where the caller can select theextension number.It is possible to define extensionsthat have the permission to override theDND mode of an extension (e.g. secretary). It is also possible to define whichnumber can not be dialled from a autoattendant. A domain may have severalauto attendants.When a call from an anonymouscall hits the auto attendant, the PBXmay intercept that call and ask the callerfor the name. Then the extension will receive a call with the recorded name andthe user can decide if the call should beput through. This mechanism can alsobe enabled for all calls coming from anoutside like to fight the increasing threatof SPIT and unsolicited sales calls. Foreach extension, the PBX maintains a listof „black list“ and „white list“ addressbook entries. When callers call from awhite list, the PBX never intercepts thecall. Callers in the black list are alwaysData Sheet 2.0VoIPonwww.voipon.co.ukPage 7sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

intercepted.Waiting QueuesConference MixerThe PBX supports agent groupswhich are used for serial processing ofincoming callers.The conference mixer is a simple,dial able account that mixes the audiostreams of the conference participants.It performs a speaker detection to minimize the noise on the conference floor.The entering and leaving of a conferenceparticipant is announced by a tone whichis mixed into the conference.The entry to the conferencecan be protected by a PIN code. Eachdomain can have several conferencerooms.MailboxEach extension may have a mailbox. A PIN code may be used to protectthe access to the mailbox. A special prefix can be defined to allow direct accessto the mailbox without having to wait fora timeout on the extension.When listening to mailbox messages, the mailbox user may stop, restart, rewind and fast forward the audiostream using the DTMF keys of the connected phone. Envelope information canbe read out on demand. If the caller lefta caller-ID, the PBX is able to call thatperson back from the mailbox menu.Mailbox messages are stored in acompressed format. Mailbox messagescan be forwarded to other extensions after listening to a message. They can alsobe sent out as Email-attachment.The PBX sends message waitingindications to registered SIP endpoints.It is possible to use an externalmailbox system. For this purpose, thePBX uses a trunk to an external SIP-enabled mailbox system.The PBX uses the music on holdinput when callers are in the waitingqueue. Per queue, up to ten voice recordings can recorded, which are mixedinto the music on hold stream in around-robin fashion. The first recordingis used as introduction prompt and is being played back even if there is no oneelse in the queue.Extensions may log in and log outfor the participation in the agent groups.The agent queue limits the number ofagents which are called at a time anduses a pseudo-random algorithm to pickthe agents that are receiving the calls.Other agents are gradually included intothe ringing process until the call connects.If a timeout is being defined, thecall can be escalated to an internal orexternal destination. Callers can useDTMF to jump to direct destinations.The PBX may indicate a distinctivering tone for calls coming from an agentgroup.Agent groups may use the day/night feature like the auto attendant.Agents may be giving a recoverytime after a call to prepare for the nextcall and to give them the opportunity tolog out. In this silence period, they arenot considered for calls from an agentgroup. The PBX generally does not consider agents that are busy with a callthat is active on the PBX.The web interface can be used toshow the status of the queue. A SOAPinterface is available that posts thePage 8VoIPonwww.voipon.co.ukData Sheet 2.0sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

queue status to external sources.Hunt GroupsWhile agent groups line calls up ina serial fashion, hunt groups perform aparallel processing of calls. The PBX supports up to three hunt group stages.Every hunt group stage ring several extensions. The duration is programmable per hunt group stage. If allhunt group stages fail, the call can beescalated to an internal or external destination.tive ringing and day/night mode can beprogrammed.Custom IVR DialogsIf necessary, customers can create their own IVR dialogs. The PBX supports flexible pattern-matching schemes.It is also possible to use an externalapplication server for process user inputor the caller-ID to determine the destination of the call.As with the agent group, distinc-Data Sheet 2.0VoIPonwww.voipon.co.ukPage 9sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

Call RecordingSelected calls may be recorded,even if SRTP is being used.The call recording is selected onper-extension basis. Within the extension, the administrator can select if callsfrom agent groups, hunt groups or directextension calls shall be recorded. Foroutbound calls, the administrator candecide if internal and/or external shallbe recorded.The recording can be written asWAV files to the file system (offline recoding). Alternatively, calls can be sentto an external recording entity by usingstandard SIP traffic. This makes it possible to use standard SIP phones for realtime quality monitoring. It also makes itpossible to employ specialized recordingequipment.address book entries marked as „whitelist“ or „black list“ entry through a special code. Address book entries mayhave a speed dial index.Incoming calls are matchedagainst the address book. If there is amatch, the PBX inserts the name intothe other call leg, so that the extensionwill see the display name of the caller.CodecsThe PBX supports the standardcodecs G.711, G.726 and GSM. The PBXsupports transcoding between thesecodecs.Email IntegrationThe PBX may use standard SMTPto send emails.Address BookEmails may be sent when a voicemail arrives, an extension misses a callor when a new voicemail is available.Each domain and each extensionmay have an address book. Addressbook can be entered through the web interface. Alternatively, the user may addThe PBX is also able to send dailyreports about the performance of thesystem.Page 10VoIPonwww.voipon.co.ukData Sheet 2.0sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

Presence and InstantMessagingThe PBX passes instant messagestransparently from extension to extension. This makes it possible to use Instant Messaging in the company withouthaving to use public services. Employeescan focus their attention on businessrelated messages without interferencefrom private messages.The PBX acts as a presence agent.If a user agent provides presence information, the PBX stores and forwardsthat information to subscribed users.System Managementtions). The agent uses version 1 of theprotocol.The logging subsystem displays aspecified number of last messages conveniently in the web interface. It is alsopossible to write the log data into a fileand include the date in the file name.Several flags control which log messagesfind their way into the system log. Forexample, logging of SIP messages canbe controlled by the SIP message class.Call logs are available on systemand domain level. By using SOAP requests, call data records (CDR) can beexported to external databases. Activecalls can be seen on the web interface.Most of the system features canbe managed by a web browser usingthe http and https protocol. A certificatecan be loaded into the PBX, so that webbrowsers do not warn about the automatically generated server certificate.In order to ensure that the CPUis not running out of resources, the PBXmonitors the performance of the mediathread. The administrator can define thethreshold where the PBX rejects additional calls. By using this dynamic way ofcontrolling the performance, the systemcan be safely run close to the system capacity.It is possible to change the appearance of the PBX. By loading new images and changing the texts of the PBX,installers can easily give the PBX theircorporate appearance. By loading customized html text into the system, thePBX can be completely redesigned.The PBX includes a SNMP agent.This agent can provide fundamental information about the state of the system(e.g. number of ongoing calls, registra-Data Sheet 2.0VoIPonwww.voipon.co.ukPage 11sales@voipon.co.ukTel: 44 (0)1245 808195Fax: 44 (0)1245 808299

PBX without the need for a separate near-end NAT solution. Users can con-nect to the PBX from home, hotels and other locations with Internet access and fully participate in the PBX traffic. For far-end NAT support, the PBX automatically detects devices that need periodic NAT binding refreshes. By com-bining this with the media relay, the PBX

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