1. Barracuda Phone System - Overview

Transcription

1. Barracuda Phone System - Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1 What's New in Barracuda Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.1 Step 1 - How to Set Up the Barracuda Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.2 Step 2 - How to Configure IP Address, Network Settings, and Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.3 Step 3 - How to Configure Basic System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.4 Step 4 - Understanding Barracuda Phone System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3 Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.1 Understanding Barracuda Phone System Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2 Network Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.3 Service Provider Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.1 Understanding Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.2 Understanding Configuration Settings - Firmware 2.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.3 Understanding Extension Blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.4 Sound and Music Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.4.1 How to Upload and Organize Sound and Music Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.4.2 How to Upload and Organize Sound and Music Files - Firmware 2.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.5 Configuring Multiple Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.5.1 Multiple Site Configuration - Use Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.5.1.1 Using Sites in your Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.5.1.2 Connecting to Another PBX or SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.5.1.3 Creating a Remote Site for Custom E911 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.5.1.4 Setting the Time Zone for Remote Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.6 Configuring Event Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5 Telephone and User Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.1 Understanding Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2 Adding Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.1 Assigning Phones and Secondary Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.2 Editing Phone Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.3 Customize Phone Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.4 Manual Provisioning by Manufacturer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.4.1 Aastra Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.4.2 Cisco Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.4.3 Polycom Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.4.4 Snom Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.4.5 Yealink Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.4.6 Patton Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.2.5 Managing Unassigned Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.3 Adding and Editing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.3.1 Group Permission Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.4 Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.4.1 Editing User Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.4.2 How to Synchronize LDAP Users and Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.4.3 Understanding User Import via CSV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.5 Setting Up Inbound Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.6 Setting Up Call Parking Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.7 Setting Up Multi-User Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.8 Automated Attendants and Call Routers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.8.1 Setting Up Automated Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.8.2 Configuring Advanced Call Routers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.8.3 Adding Call Routers - Firmware 2.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.8.4 Call Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9 Advanced Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9.1 Shared Line Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9.2 Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9.3 Automated Attendant Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9.4 Web Application Pop-Up URL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9.5 Manually Monitor Call Parking Lot Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9.6 Day / Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.10 Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.11 Setting up Faxing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.11.1 Analogue Fax Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.11.2 Detecting Faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.11.3 Wait for Faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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1.6 Mail Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.7 Service Provider Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.7.1 VoIP Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.7.1.1 Adding VoIP/SIP Provider Accounts - Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.7.1.2 Editing VoIP/SIP Provider Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.7.2 Hardware Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8 Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.1 Understanding Outbound Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.1.1 Outbound Call Route Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.1.2 Outbound Routing Regular Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.2 Understanding Inbound Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9 System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.1 Configuring Backup Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.2 Restoring Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.2.1 How to Restore a Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.2.2 How to Restore a Backup from a Different Barracuda Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3 How to Update Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.4 How to Update Firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.5 Replacing a Failed System - Instant Replacement Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10 Monitoring the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10.1 Viewing Performance Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10.2 Viewing System Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10.3 Monitoring Caller Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10.4 Monitoring System Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10.5 Understanding Agents and Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10.5.1 Monitoring and Managing Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10.5.2 Monitoring and Managing Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.11 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.11.1 Call Detail Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.11.1.1 Advanced Topic - Understanding CSV and CDR Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.11.2 Phone Regististrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.11.3 Live Group Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.11.4 Statistical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.11.4.1 Field Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.1 Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.2 Testing Network Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.3 Diagnostic Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.4 Shutdown, Restart, and Reboot the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.5 Reboot the Barracuda Phone System in Recovery Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.6 PRI Statistics and Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.7 Suspicious Zero Second Calls in the Call Detail Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.8 SIP ALGs and the Barracuda Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.12.9 Early Media Cut-Through . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.13 Barracuda Phone System Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.13.1 Barracuda Phone System Front and Back Panel Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.13.2 Barracuda Phone System Hardware Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14 Barracuda Phone System User Portal - Communication Command Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.1 Conference Call User Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.2 Voicemail Call User Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.3 Direct Inward System Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.4 Hotseat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.5 Permaseat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.6 Call Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.7 Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.8 Hands Free Intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.9 Transfer to Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.10 Group Voicemail Broadcasting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.11 Voicemail Intercept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.12 On-Demand Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.13 Client Matters Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.14 Clearing your Browser Cache . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.14.15 Legacy Call Control Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.15 Click-to-Dial Outlook Add-In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.16 Configuration Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
90
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105
109
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164
166
168
174
175
177
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179
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181
182
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185
186
187
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196
1.16.1 External Paging Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.16.2 Integrating SalesForce with Barracuda Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.16.3 Multicast Paging With CyberData VPS and Yealink Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.16.4 Softphone Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.16.5 Click to Call API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.16.6 CDR API Examples and FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17 Device Configuration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.1 Cisco 7900 Series IP Telephones Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.2 Cisco SPA 500 Series Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.3 Patton Analog/ISDN Gateways Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.4 Polycom IP-321-331-335 Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.5 Polycom IP-450 Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.10 Polycom IP-4000/5000/6000 VoIP Phone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.11 Polycom IP-7000 VoIP Phone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.12 Polycom SoundStation Duo VoIP Phone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.13 Polycom VVX-300/310 VoIP Phone Quick Start Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.14 Polycom VVX-400/410 VoIP Phone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.15 Polycom VVX-500 VoIP Phone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.16 Polycom VVX-600 VoIP Phone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.17 Yealink T20P IP Telephone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.18 Yealink T22P/T26P/T28P IP Telephone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.19 Yealink T32G/T38G IP Telephone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.20 Yealink T41/T42 IP Telephone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.21 Yealink T46 IP Telephone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.17.22 Yealink W52P Wireless DECT IP Telephone Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.18 Provider Configuration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Barracuda Phone System Administrator's Guide - Page
4
Barracuda Phone System - Overview
The Barracuda Phone System is an integrated hardware and software telephone system solution, providing a simple feature-rich system for
connecting and managing voice connections established through Internet and traditional phone lines. The system supports pure VoIP (Voice over
Internet Protocol) or it can blend VoIP with traditional phone service, such as analog or digital phone connections. Barracuda Phone System
allows you to configure and monitor your phone system, route inbound and outbound calls, and manage and record users and phones through an
easy to navigate web interface over the Internet.
Depending on the model, the Barracuda Phone System can support hundreds of concurrent calls. The powerful web interface of the Barracuda
Phone System allows you to conveniently configure and manage your phone system from any networked computer as soon as the Barracuda
Phone System is installed on your network. Manage, route, and monitor phone calls from one central location.
Gather Information for Deployment
Complete the Pre-Deployment Information Worksheet to make sure you have all of the information you will need for deployment.
Where to Start
Step 1 - How to Set Up the Barracuda Phone System
Step 2 - How to Configure IP Address, Network Settings, and Firewall
Step 3 - How to Configure Basic System Settings
Step 4 - Understanding Barracuda Phone System Features
Key Features
Barracuda Phone System Features
Terminology
Understanding Barracuda Phone System Terminology
Copyright © 2015, Barracuda Networks Inc.
5
What's New in Barracuda Phone System
This article includes:
What's New in Release 3.x
Patents
The following new features have been added to Barracuda Phone System version 3.x:
New web interface
Import Users via CSV Files
Set ringtones on a per line basis for supported phones
Statistical reporting for users, groups, and queues
For more information, log in to the Barracuda Phone System as an administrator and view the release notes available from the Configuration >
Updates page.
The following new features have been added to Barracuda Phone System version 2.x:
Synchronize LDAP Users
Automatic Provisioning:
Polycom
Yealink
SHOUTcast streaming for music on hold
On-demand call recording
Call Pickup and Directed Call Pickup
FindMe Anonymous Call Rejection
FindMe Call Screening
Override global Intercom setting
Conference Name Announcements
Select Voicemail Greeting From FindMe
Per User Operator Extension
Limit Number of Calls to Groups
Programmable Phone Buttons
PIN-Based Authentication to Outbound Dial Restrictions
Role-Based Permissions
Prioritize Outbound Call Routing/Restrict Outbound Dialing
Event Log
Configure Web Application Pop-Up URLs
Intercom and Voicemail
Direct Inward System Access (DISA) Support
Patents
This appliance contains one or more of the following patents:
9,021,017
8,849,836
8,843,612
8,838,965
8,831,030
8,789,178
8,788,831
8,788,597
8,775,604
8,726,384
8,725,704
8,571,042
8,559,450
8,558,888
8,555,365
8,463,797
8,447,856
8,443,193
8,434,140
8,285,997
8,280,895
8,219,644
8,204,948
8,194,174
8,559,450
8,558,888
8,555,365
8,463,797
8,447,856
8,443,193
8,434,140
8,285,997
8,280,895
8,219,644
8,204,948
8,194,174
7,861,300
7,836,267
7,788,291
7,688,815
7,519,727
7,328,247
7,272,155
7,254,038
7,149,795
7,149,222
7,103,913
7,093,294
7,093,287
7,010,611
6,778,941
6,324,582
6,266,701
6,098,108
6,097,697
5,999,967
5,796,948
5,503,561
Getting Started
In this Section
Related Articles
System Configuration
Telephone and User Configuration
Service Provider Configuration
Mail Server Configuration
Multi-Site Configuration
6
7
Deployment Options
Before installation, determine the best type of deployment for your Barracuda Phone System. A climate controlled environment and 1U
in a 19" rack or other suitable location is required for all deployments except Barracuda Phone System model 170. See the Hardware
Specifications article for feature descriptions by model.
Verify Equipment
Verify you have the necessary equipment:
Barracuda Phone System (check that you have received the correct model)
AC power cord
Ethernet cables
VGA monitor (recommended)
PS2 keyboard (recommended)
Uninterruptible power supply (recommended)
Two telephone Y-cables (model 270B only)
Power Requirements
AC input voltage 100-240 volts
Install the Barracuda Phone System
See instructions below to install the Barracuda Phone System using either a keyboard and monitor or through the serial port.
Option 1. Install Using a Keyboard and Monitor
1. Fasten the Barracuda Phone System to a standard 19-inch rack or other stable location (except the desktop Model 170).
Do not block the cooling vents located on the front and rear of the unit.
2. Connect a CAT5 or a CAT6 Ethernet from your network switch to the LAN Ethernet port on the front of the Barracuda Phone System.
3. Connect the following to your Barracuda Phone System:
Power cord (AC input voltage range is 100-240 volts at 50/60 Hz)
VGA monitor
PS2 keyboard
4. Press the Power button located on the front of the appliance to turn the unit on.
Option 2. Install Using the Serial Port
1. Fasten the Barracuda Phone System to a standard 19-inch rack or other stable location (except the desktop Model 170).
2. Connect a CAT5 or CAT6 patch cable from your network switch to the LAN Ethernet port on the front of the Barracuda Phone System.
3. Connect the following to your Barracuda Phone System:
a. Power cord (AC input voltage range is 100-240 volts at 50/60 Hz)
b. Null modem cable (via the serial port)
4. Connect the other end of the null modem cable to the serial port of a computer.
5. Press the Power button located on the front of the appliance, and wait for the system to fully boot.
6. On the connected computer, configure a terminal client with the following settings:
a. Line speed: 38400
b. Data bits: 8
c. Parity bit: N
d. Stop bits: 1
7. Once connected, press Enter on your computer keyboard to invoke the login prompt.
Continue with Step 2 - How to Configure IP Address and Network Settings.
8
Before configuring the IP address, network settings, and opening your corporate firewall ports, complete Step 1 - How to Set Up the
Barracuda Phone System.
Wait for system to fully boot up.
Configure the IP Address and Network Settings
When the administrative console login prompt displays and the power light on the front of the appliance illuminates, use the following steps to
physically install the Barracuda Phone System.
Barracuda Phone System
Appliance:
1. At the Administrative Console login prompt, log in using the credentials: admin/admin
2. Use the TAB key to move and the ENTER key to select.
3. Configure the IP address. If you do not have a keyboard and monitor and want to set the IP address, push and hold the Reset button on
the front panel to change the IP address as noted:
Holding the Reset button for 5 seconds changes the IP address to 192.168.200.200.
4. Configure the subnet mask, default gateway, and optional primary DNS and secondary DNS. (The web interface allows updates to these
settings once it is accessible.)
5. Apply the network settings.
Configure the Corporate Firewall
Many firewall devices have a SIP Application Layer Gateway (ALG) that needs to be disabled. In virtually all cases, a SIP ALG causes
VoIP calls to fail. Most SIP endpoints are now "NAT-aware" and can handle NAT/PAT scenarios without the assistance of an ALG in
the middle of the data path, so the SIP ALG attempts to fix SIP packets that are not actually broken. Consult the documentation for
your specific device to determine how to disable its SIP ALG.
Open the following firewall ports:
Port
Direction
TCP
UDP
Usage
21
Out
Yes
No
FTP (for system backup)¹
53
Out
Yes
Yes
Domain Name Service
(DNS)¹
69
In/Out
No
Yes
TFTP (for phone
provisioning)¹
80
In/Out
Yes
No
Remote administration,
phone provisioning inbou
nd¹ / Firmware and
documentation updates
outbound
443
In/Out
Yes
No
Secure remote
administration inbound¹ /
Firmware and
documentation updates
outbound
123
In/Out
No
Yes
Network Time Protocol
(NTP)
843
In/Out
Yes
No
Flash Policy Server
5060-5070
In/Out
Yes
Yes
SIP signalling ports (soft
phones, providers)
7838
In/Out
Yes
No
Web Sockets¹
9
7839
In/Out
Yes
No
Web Sockets over TLS¹
16384-32768
In/Out
No
Yes
RTP media ports
22
Out
Yes
No
Support tunnel /
Technical Support²
25
Out
Yes
No
Email notifications and
alerts¹
587
Out
Yes
No
Alternate email /
Submission - Email
notifications and alerts¹
3478
Out
Yes
Yes
STUN
Notes:
¹ These ports are optional depending on network and phone configuration. If you are unsure, please contact Technical Support.
² Access via port 22/tcp outbound is required if technical support is requested.
If your firewall is configured to control outgoing traffic, allowing outbound access to d.barracuda.com will facilitate the download of
certain updates or patches to your system.
Continue with Step 3 - How to Configure Basic System Settings.
10
Before configuring the IP address and network settings, complete Step 2 - How to Configure IP Address, network Settings, and
Firewall.
Verify the computer and the Barracuda Phone System are connected to the same network, with the appropriate routing to allow a web
browser to connect to the Barracuda Phone System IP address.
Initial Configuration
1. In a web browser, enter the Barracuda Phone System IP address, for example, type http://192.168.200.200
2. Log in to the web interface using the credentials admin/admin.
Network Setup
The first time you log in to the web interface, initial installation screens display for you to complete.
You can edit these settings later using the CONFIGURATION menu in the web interface.
Complete the initial installation screens to set up the Barracuda Phone System in your environment.
Installation – Network Setup Screen
Enter the relevant configuration details for your environment:
LAN Interface
The Barracuda Phone System supports using non-RFC1918 (i.e., public) IP addresses in a private LAN address space,
however this is not recommended.
IP Address, Subnet Mask, and Gateway – These settings are automatically filled in with the values entered in Step 1 - How to
Set Up the Barracuda Phone System.
Use LAN gateway as Default Gateway – Select this only if you are using the WAN port; see WAN Interface below for more
information.
Behind NAT Router – Select if your Barracuda Phone System is behind a NAT device, and then click Auto-Detect to attempt to
discover the proper external IP address. If automatic discovery fails, manually enter the external IP address.
WAN Interface – The WAN interface is optional. If you have a WAN connection, for example a dedicated VoIP circuit from a carrier, you
can connect it to the WAN port on the front of the Barracuda Phone System and fill in the associated details.
IP Address , Subnet Mask , and Gateway – Enter these values; contact your carrier if you do not have these settings.
Behind NAT Router – Select if your WAN port is behind a NAT device, and then click Auto-Detect to attempt to discover the
proper external IP address. If automatic discovery fails, enter the WAN port external IP address.
Only one interface can be used as the default gateway. If both the WAN and LAN ports are used, the Barracuda Phone System uses
the WAN port as the default gateway. To use the LAN port as the default gateway, select Use LAN gateway as Default Gateway in
the LAN Interface section.
Static Routes – If any destination network ranges should not be routed to the default gateway, you can add them using Add Static
Route. Enter the IP address , Subnet mask , and Gateway for each static route.
Hostname – Enter a hostname to allow access to the Barracuda Phone System by name in addition to the IP address.
Domain – Enter a domain name to allow your SIP endpoints to access the Barracuda Phone System with a domain name in addition to
an IP address. If you are unsure about using the domain parameter, leave it at its default value.
Your local DNS server must be able to resolve the hostname or domain name to the proper IP address for clients that access
the Barracuda Phone System.
DNS Servers – Specify your preferred domain name servers or leave the default server IP addresses.
Proxy Settings – If your Barracuda Phone System must access the web via an HTTP proxy, enter the value in this field. The Barracuda
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Phone System requires HTTP access on port 80 in order to download updates.
In the Upper Right corner, click Continue to save your settings.
Activate Barracuda Phone System
You must activate your Barracuda Phone System. Fill in the required fields and click Activate. A confirmation screen opens to display the terms
of your subscription. If your Server is connected to the Internet, activation will proceed automatically. Otherwise, you will be given an Offline
Activation Code to enter once the form is completed.
Update the Barracuda Phone System Firmware
Update your firmware to the latest version.
Read the release notes to learn about the latest features and fixes provided in the new firmware version.
Use the following steps to update the Barracuda Phone System firmware:
1. Click Download if the installed version does not match the Latest General Release.
2. Click Start Download. Downloading the firmware may take several minutes; do not turn off the appliance during this process.
3. Click Install once the download is complete to update the firmware.
Firmware Installation takes several minutes to complete. It is important not to turn off the appliance during the install. Your Barr
acuda Phone System will be offline while installing, so schedule the install to minimize business impact.
Upon completion, the system automatically reboots which may cause your web interface to disconnect momentarily. This is
normal and expected behavior, so there is no need to perform a manual reboot. A Status page displays the progress of the
reboot. Once the reboot is complete, the login page displays. Log in to continue with the initial system configuration.
To update the firmware later, go to Configuration > Updates.
System Settings
Update the common system settings.
You can also change these later by going to Configuration > System and Configuration > Phones.
Admin Password – Enter the current admin password (default: admin) and then choose a new admin password.
This does not change the password for the Administrative Console, however the Console is only accessible via the keyboard, which you
may disconnect at any time.
Area Code – Enter the default area code to use when performing seven-digit dialing
Extension Block Setup – Your system ships with a default extension number range of 2000-2999. You can add and remove extension
number ranges here. For example, if your extension numbers are three digits beginning with 100, add an extension number range from
100 to 199. Be sure that your extension number ranges can accommodate not only your physical telephone extensions but also your
other features like groups, conferences, automated attendants, and queues. (You may add and remove extension number ranges at any
time from the Configuration > Extension Blocks menu.)
Extension ranges should never include 411, 911 or other specially routed dial sequences.
Automatic Provisioning – Use automatic provisioning to easily add phones to your Barracuda Phone System. Before you enable
automatic provisioning, verify that your Barracuda Phone System is not on the same network segment as an existing PBX system,
otherwise it may re-provision the current system’s existing phones.
Notifications – You must supply an email address where your Barracuda Phone System can send system notifications. You may also
customize the type and frequency of messages. Choose a normal warning level and interval to configure messages at or above that level
to be batched and sent out at the specified interval. Additionally, you can specify an immediate warning level which triggers warning
messages at or above that threshold to be sent immediately.
Validate and Complete Setup
Verify you settings to ensure a valid configuration.
If the settings are valid, click Complete Setup to continue to the administrative interface.
To change settings, use the menu on the left to return to any screen to correct the settings.
To access this mode in the future, log in using the admin credentials you set in the previous step. You can update configuration settings in the C
ONFIGURATION section of the web interface.
Continue to Step 4 - Understanding Barracuda Phone System Features
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Before configuring the IP address and network settings, complete Step 3 - How to Configure Basic System Settings.
For a list of access codes, see Feature Access Codes.
The Barracuda Phone System includes the following features:
Unlimited number of extensions, telephones, and users.
Management of local users and creation of user groups.
Active Directory integration – Synchronizes to a back-end repository of users and extensions.
User Import via CSV – Imports users exported in CSV format from applications or databases.
Group calling – Associates users and telephones with each other to allow one ring/all ring functionality.
Follow-me – Forwards telephone number to configured extensions depending on date, day, or time of day in order to locate a user.
Networking to SIP/ VoIP Providers – Connect with any SIP-compliant telephone service provider.
Call Parking – Allows calls to be temporarily parked at available extension for later retrieval.
SIP telephones – Attaches to devices which use the SIP protocol to establish media streams for voice or video transmission.
Networking to analog phone lines (model 270B) – Provides connection with dial tone provided by telephone company.
Networking to digital phone lines (models 370B, 470B, 670B) – Provides connections with Primary Rate Interface ISDN, which can carry
voice traffic for up to 30 simultaneous digital voice calls (PRI in North America is limited to 23 simultaneous calls per PRI circuit).
Customizable Outbound Call Routing – Allows establishment of logical groups of phone lines (analog, digital, SIP) to enable customized
call routing with transparency to the user.
Inbound call queues – Keeps track of incoming calls, allowing them to be held, then retrieved in the order received. Can be configured so
on hold callers hear announcements and/or music.
Multi-party conferences – Connects multiple callers dialing into an extension so they can communicate with each other. Can require
users to provide secure PIN for access.
Automated attendant – Provides menu-based call routing using Interactive Voice Response (IVR) to play announcements and route calls
according to caller responses. Also allows caller to be immediately transferred to dialed extension.
Advanced call routing – Routes inbound calls according to a simple list of actions to perform for each caller which may include playing
announcements, transferring to extensions, or conditional routing based on date, time of day, or day of week.
Direct Inward System Access (DISA) – Allows remote callers, who access the Barracuda Phone System by dialing a designated
automated attendant and providing the required access code, to use any Barracuda Phone System feature available to an internal user.
Call monitoring and recording – Allows you to monitor and record calls in real time, and stores call parameters: call start time, call end
time, extension dialing and number dialed.
Call Detail Records (CDR) – Generates and displays a record of each incoming or outgoing call, which includes caller and destination
details, call time, and duration of call.
Call bridging – Allows any telephone in network, whether connected through Internet or through traditional POTS line, to voice connect
with any other phone in the network.
Automatic provisioning of telephone sets – Can automatically provision supported physical and software based endpoints.
Browser-based Communication Command Center – Provides real-time view of telephone system and allows call routing from web
interface.
Outbound Call Restriction – Restricts outbound calling by user, group, or IP address range.
Syslog Output – Transmits messages to a user-supplied syslog server.
Multiple Site Configuration – Connects with one or more additional Barracuda Phone Systems or with legacy PBX equipment.
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Deployment
Barracuda Phone System can be deployed using Plain Old Telephone Service (POTS) lines, or through the Internet. The following figure
illustrates a Barracuda Phone System connecting to both POTS lines and an Internet voice connections through a firewall to IP and soft phones
in the system:
The Barracuda Phone System is highly customizable based on your corporate set up and needs. It is highly recommended that you review the
articles in this section in preparation for Barracuda Phone System deployment in your environment.
In this Section
Network Considerations
Service Provider Considerations
See Also
Understanding Barracuda Phone System Features
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The following table lists terms and concepts used to describe the Barracuda Phone System functions and features:
Term
Description
Telephone System
A telephone system is a server for telephones. It allows the
communication connections between hard, soft, and IP phones, the
Internet, and traditional phone lines. Traditionally, telephone systems,
also called PBXs (Private Branch Exchanges), connected phone
lines provided by telephone companies through traditional lines to
phones: actual hardware used to receive and make calls. The
Barracuda Phone System is a modern phone system allowing the
expansion from this traditional model to include connections over the
Internet. It allows for easy configuration of the system over the
Internet and connection through the Internet to non-traditional phones
such as soft phones and IP phone.
Phone Lines
Phone Lines are the traditional lines provided by telephone
companies or telephone service providers which provide dial tone.
Phone lines can be connected to the Barracuda Phone System by
analog ports, standard RJ14 four conductor jacks, or digital ports,
which are PRI ports using standard eight conductor RJ45 jacks.
Additional voice connections can be provided through the Internet,
with service providers supplying accounts to establish media streams
for voice or video connections using voice over Internet protocol
(VoIP).
Phones: Hard/Soft/IP
A telephone is a device which receives and transmits the voice
connection between a user and another user or a system resource,
such as voice messaging. Phones can establish connections via
traditional phone lines (POTS lines) or through Internet connections
(LAN or WAN). Hard phones are the traditional telephone hardware
that allows direct connection through POTS ("Plain Old Telephone
Service") lines to the phone network. Soft phones are implemented
through software on a computer, where the computer acts as your
telephone, connected through the Internet to the phone network. IP
Phones are hardware devices, resembling a traditional telephone,
which connect to the Internet and provide the needed subset of
computing functionality (connection to the Internet, display of caller
information, function “buttons”, etc.). The voice connection feels as
though on a traditional phone, though the connection is actually
made over the Internet or LAN.
Provisioning Phones
The process of assigning the phone to the Barracuda Phone System.
The phone is assigned an extension number, receives firmware
updates, and has all needed options configured.
Extensions/
Extension Numbers
An extension is the final destination of a routed call. It may be a
phone or a system resource such as a queue, conference, voice
mailbox, or automated attendant. For the purposes of Barracuda
Phone System documentation, an extension number, the number
dialed to reach an extension, and the extension itself, are
interchangeable terms.
Grouping Users
Grouping users allows assigning an extension number to be
associated to all of the grouped users. While users in a group still
have their own unique extension numbers, all phones of users in the
group ring when the group extension number is dialed. This is a
simple way to alert multiple users of incoming calls of common
interest. The group association also allows establishment of a group
call recording policy, extension, roles, and outbound caller ID.
Policies
Policies allow setting a default configuration for a group of users. For
example, policies can be established for collection of data records for
a group of users.The group policy can be over-ridden by individual
user settings.
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Network Considerations
Network Connection
Barracuda Phone System deployment requires a network connection. The performance of your phone system and the ease or complexity of
setup depends, in part, on the network configuration you choose. The Barracuda Phone System relies on the attached network to provide
bandwidth, the amount of data flow available for voice connections, and to provide correct configuration information. While connecting your
Barracuda Phone System to an existing network may require less physical network configuration, it introduces some performance and complexity
issues to your phone system deployment. You should consider these issues before deciding which network configuration you will implement.
Voice Connection
Voice connections rely on adequate network bandwidth. By attaching your Barracuda Phone System and phones to an existing network, the
bandwidth available for voice connection traffic will be constrained to the existing network bandwidth available. Lack of bandwidth could
negatively impact voice connection quality and reliability. Also, attaching the Barracuda Phone System and phones to the existing network may
impact other network elements vying for the same bandwidth.
Any network device with its own IP address (phones and SIP devices in your system) receives configuration information from the DHCP server
when connected to the network. Because phones need configuration to point to the Barracuda Phone System as the phone server, the network
must be configured to allow the DHCP server to correctly distinguish which network elements are phones and SIP devices so correct
configuration information can be transmitted to them. Implementing a virtual LAN (VLAN) comprised of only phone system elements is one way to
ensure that phones are correctly identified, and receive correct configuration information from the DHCP server when attached to an existing
network.
Other VLAN Considerations
The Barracuda Phone System can be configured to work in layer 2 segmented VLANs by simply configuring the connected switch port as an
access port in the Voice VLAN. This allows broadcast messages to flow to and from the connected phones. UI access to the Barracuda Phone
System can then be configured by either:
Adding a route from the data VLAN to the Barracuda Phone System in the voice VLAN or,
Configuring the Barracuda Phone System WAN port to connect to the Data VLAN.
The Barracuda Phone System built-in ethernet interfaces do not support VLAN tagging. You must add or remove VLAN tags at the
Ethernet switch level. If you choose to segment voice and data traffic via VLANs, the Barracuda Phone System connected Ethernet
port must be an untagged access port in the voice VLAN. Switch vendors calls refer various ways to types of ports. Please consult
your ethernet switch vendor documentation for more details.
Endpoint makes and models vary in the level of support for VLANs and likely in the available VLAN features. Most supported phone vendors
support VLAN discovery via the Link Layer Discovery Protocol with the Media Endpoint Discovery extension (LLDP-MED) which is
recommended; some phone vendors support the proprietary Cisco Discovery Protocol (CDP). If you utilize segmented voice/data VLANs, Barrac
uda Networks recommends configuring them on each phone according to the manufacturer's guidelines, or using the phones in access mode and
configuring VLANs at the switches/routers themselves.
Supported Polycom endpoints also support an alternative method for VLAN discovery. It requires:
At least two VLANs, one voice VLAN (e.g. VLAN ID 10) and one untagged VLAN (e.g. VLAN ID 1).
Setting Option 128 on the untagged VLAN's DHCP server. This tells the Polycom to start tagging voice traffic. Please see http://commu
nity.polycom.com/t5/VoIP/FAQ-Utilizing-VLAN-s-with-Polycom-phones/td-p/38100 for more details.
Dedicated Physical Network
Considering these quality and complexity issues, the ideal network setup for the Barracuda Phone System and the phones it serves (SIP devices,
IP phones) is a dedicated physical network. Using this configuration results in high quality voice transmission with the fewest dropped calls. This
setup enables phones to get the proper configuration information without introducing added complexity into the existing network.
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Service Provider Considerations
In this article:
Network Connection
VoIP Telephone Service Connection
Emergency Call Routing
Analog Telephone Service Connection Setup
Digital (PRI) Telephone Service Connection Setup
Network Connection
The Barracuda Phone System requires a connection to the outside world for receiving and routing calls. The connection may be via the Internet
through accounts provided by Internet voice connection (VoIP) providers or through physical analog or digital lines from the telephone company.
The Barracuda Phone System allows connection to each of these and provides bridged connections among them. Your phone system must be
configured to support the phone service provider you choose, whether VoIP voice connection provider or traditional telephone company.
Telephone service providers assign external telephone numbers (Direct Inward Dial numbers, or DIDs) which the Barracuda Phone System
routes to designated extensions or phones according to configuration. On outbound calls, a configured caller id can be associated with all calls
routed through a telephone service provider.
VoIP Telephone Service Connection
VoIP providers use the Session Initiation Protocol (SIP) to implement voice connections over the Internet. The Barracuda Phone System supports
various SIP configurations, and if you choose to use a VOIP service, your provider establishes an account and provides the necessary
information.to configure your Barracuda Phone System. Once configured, the Barracuda Phone System can route calls in and out through the
VoIP connection.
Emergency Call Routing
Because VoIP connections, unlike traditional phone lines, are not associated with physical locations, correct emergency call (911) routing may
require the use of sites. Sites can be used to distinguish calls from different locations, and route calls accordingly. The Barracuda Phone System
allows for the configuration of sites identified by:
IP address or subnet,
Inbound provider or port,
Inbound authorization account.
Sites allow specific caller ID configuration for calls from the site, and specific routing of certain calls, for example, 911, to a configured provider,
allowing emergency services calls from multiple locations to be properly routed and identified. Internet emergency service, for example, E911,
requires the registration of each site to ensure that authorities in the locale of the caller are notified in the event of an emergency. To ensure
proper emergency call routing over the Internet, always check with your VoIP provider.
To ensure emergency service properly identifies a remote network element location, you must consult your VoIP provider, or register
with an Internet emergency service and follow their instructions. The Barracuda Phone System does not implement 911 dialing, but
rather allows you to configure sites to assist your VoIP or Internet emergency service provider in implementing 911 dialing.
Analog Telephone Service Connection Setup
The Barracuda Phone System (model 270B) allows you to connect your phone system directly to traditional phone service through analog ports.
Up to four analog phone lines can be attached through two RJ-14 ports. See Barracuda Phone System Front and Back Panel Diagrams.
Incoming and outgoing calls are routed through these physical connections. For details like maximum concurrent call count and other features.
For more information, refer to Barracuda Phone System Hardware Specifications.
Digital (PRI) Telephone Service Connection Setup
The Barracuda Phone System (models 370B, 470B, and 670B) allows you to connect your phone system directly to a traditional phone service
through digital PRI ports. Up to four PRI connections can be made depending on your model. These physical connections provide for a large
concurrent call volume to be supported. See Barracuda Phone System Front and Back Panel Diagrams. For information about maximum
concurrent call count and other features, see Barracuda Phone System Hardware Specifications.
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After initial installation, configure and customize your Barracuda Phone System. You can configure your settings in any order, however some
features are dependent upon other system settings. For example, you need a working telephone to test outbound calling, and you need a defined
extension (for example a telephone assigned to a user or automated attendant) to test inbound calling.
To complete your customization, collect the necessary details for your environment; following is a list of typical details you need to get started:
Gather telephone user names, email addresses, and extensions.
Identify user groups, for example, sales or support.
Document automated attendant needs.
Gather configuration details for your telephone provider(s).
Identify necessary special features such as queues, conferences, day/night routing, etc.
Use the articles in this section to customize your Barracuda Phone System based on your organizational needs.
In this Section
Understanding Configuration Settings
Understanding Configuration Settings - Firmware 2.x
Understanding Extension Blocks
Sound and Music Files
Configuring Multiple Sites
Configuring Event Notifications
Related Articles
Viewing System Events
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Understanding Configuration Settings
Before configuring the IP address and network settings, complete Step 3: How to Configure Basic System Settings.
Use the Configuration options in the web interface to customize your Barracuda Phone System. For additional information, click the Help button
in the web interface for the associated page. You can configure your settings in any order, however some features require that other system
settings are already configured. For example, you need a working telephone to test outbound calling, and you need a defined extension (for
example a telephone or automated attendant) to test inbound calling.
Network
After initial configuration, you can modify the network settings in the Configuration > Network page. See Step 3 for a description of each field,
or click the Help button on the Configuration > Network page in the web interface.
Security
Use the Configuration > Security page to specify security on the WAN port.
Because the LAN port should always be behind a firewall, security settings on this page are specifically for the WAN port.
WAN security has two sections:
WAN Port Firewall Rules – Create a rule to explicitly allow or deny IP addresses or IP subnets. Click Add WAN Firewall Rule, and
then enter the IP Address and Subnet Mask, and select whether to Allow or Block from the drop-down menu. Only traffic that has an
explicit Allow rule will be blocked on the WAN port.
WAN Port Blocking – By default, all ports on the WAN port are blocked unless specifically allowed. The Barracuda Phone System
provides a list of port sets for you to allow. Each port set serves a specific purpose. Only allow the port sets for the services you want to
have functioning on the WAN port. These rules ONLY apply to traffic that matches the firewall rules in the top pane, and that no other
traffic will be allowed, even if the port is set to ALLOW. The port sets are:
Phone Provisioning, Web Management – Phone provisioning takes place on TCP port 80 (HTTP) and port 21 (FTP), as well
as UDP port 123 (NTP) and port 69 (TFTP). The web interface also uses port 80.
Secondary Web Management Port – If you do not want to open port 80 for phone provisioning but still want to have the web
interface available via the WAN port, use TCP port 8000.
Secure Web Management – Allows HTTPS connections to the web interface over the WAN port.
Network Time Protocol – Permits NTP traffic over the WAN port.
Telephone Service Providers – This is the most commonly used port set. Enabling this port set allows for SIP and RTP
communications over the WAN port with most VoIP providers. (TCP/UDP port 5060 is the default SIP port and UDP ports
16384-32768 are the RTP ports used by the Barracuda Phone System.)
External Phones – For external phones to communicate with the Barracuda Phone System, allow this port set. (Phones
connected to the Barracuda Phone System use TCP/UDP port 5065 for SIP communications.)
System
Define system-wide settings that affect Barracuda Phone System behavior on the Configuration > System page:
Current Mode – Selects the current mode the system is in. See Configuring Advanced Call Routers and Day / Night Mode for more
details.
Time Zone – Select the time zone of the Barracuda Phone System location from the drop-down list. If you have remote telephones that
are in a different time zone than the Barracuda Phone System, see Setting the Time Zone for Remote Phones.
Do not change the time zone while calls are in progress or the call detail records may be affected.
Network Time Protocol (NTP) Server – The Barracuda Phone System uses pool.ntp.org as the default source for NTP time sync. If
you want to use a different NTP server, enter the IP address or hostname.
Syslog Server – If you run a syslog server and would like the Barracuda Phone System to transmit log messages to it, specify your
syslog server IP address.
Administrator Account – You can change the web interface admin password. Enter the old admin password, then enter the new
password and confirm it by entering it again. Click Apply to save the new password.
CNAM Lookup – You can enable CNAM lookup for Inbound and Outbound Calls. Once enabled, enter a URL to lookup sender on
outbound calls or caller ID on inbound calls, for example, when your SIP provider does not support caller ID names.
To pass the caller's Caller ID number in with the request, use the _CID_ variable. When the request is made to perform the
lookup, the value returned will be be used for Caller ID Name. If the lookup fails or is not configured, the Caller ID Name will fall
back to the physical location of the calling party NPA-NXX.
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Example
http://www.someurl.com?cid=_CID_
Security Definition Updates – Select whether to allow Barracuda security definitions to automatically update. Click Save at the top of
the page to save your settings.
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Understanding Configuration Settings - Firmware 2.x
This article refers to Barracuda Phone System firmware release 2.x.
Before configuring the IP address and network settings, complete Step 3: How to Configure Basic System Settings.
See also: Understanding Barracuda Phone System Terminology
Use the Configuration options in the web interface to customize your Barracuda Phone System. For additional information, click the Help butto
n in the web interface for the associated page. You can configure your settings in any order, however some features require that other system
settings are already configured. For example, you need a working telephone to test outbound calling, and you need a defined extension (for
example a telephone or automated attendant) to test inbound calling.
Network
After initial configuration, you can modify the network settings in the Configuration > Network page. See Step 3 for a description of each field,
or click the Help button on the Configuration > Network page in the web interface.
Security
Use the Configuration > Security page to specify security on the WAN port.
Because the LAN port should always be behind a firewall, security settings on this page are specifically for the WAN port.
WAN security has two sections:
IP Access Control – Use IP Access Control to explicitly allow or deny IP addresses or IP subnets. Click Add a Rule, and then enter
the IP Address and Subnet Mask, and specify whether to Allow or Block from the drop-down menu.
WAN Port Blocking – By default, all ports on the WAN port are blocked unless specifically allowed. The Barracuda Phone System
provides a list of port sets for you to allow. Each port set serves a specific purpose. Only allow the port sets for the services you want to
have functioning on the WAN port. The port sets are:
Phone Provisioning, Web Management – Phone provisioning takes place on TCP port 80 (HTTP) and port 21 (FTP), as well
as UDP port 123 (NTP) and port 69 (TFTP). The web interface also uses port 80.
Secondary Web Management Port – If you do not want to open port 80 for phone provisioning but still want to have the web
interface available via the WAN port, use TCP port 8000.
Secure Web Management – Allows HTTPS connections to the web interface over the WAN port.
Network Time Protocol – Permits NTP traffic over the WAN port.
Telephone Service Providers – This is the most commonly used port set. Enabling this port set allows for SIP and RTP
communications over the WAN port with most VoIP providers. (TCP/UDP port 5060 is the default SIP port and UDP ports
16384-32768 are the RTP ports used by the Barracuda Phone System.)
External Phones – For external phones to communicate with the Barracuda Phone System, allow this port set. (Phones
connected to the Barracuda Phone System use TCP/UDP port 5065 for SIP communications.)
Click Apply WAN Port Blocking to save your settings.
System
Define system-wide settings that affect Barracuda Phone System behavior on the Configuration > System page:
User Login Method – If LDAP sync has been enabled you can customize how users log in to the web interface and the Call Control
Client. If LDAP sync is not enabled, users must log in using their extension number and PIN. Options include :
Extension number and PIN
LDAP Credentials
Both: Either Extension Number and PIN or LDAP Credentials
System Time Zone – Select the time zone of the Barracuda Phone System location from the drop-down list. If you have remote
telephones that are in a different time zone than the Barracuda Phone System, see Setting the Time Zone for Remote Phones.
Do not change the time zone while calls are in progress or the call detail records may be affected.
Network Time (NTP) Server – The Barracuda Phone System uses pool.ntp.org as the default source for NTP time sync. If you want
to use a different NTP server, enter the IP address or hostname.
System Language – Select the language you want to use for system sounds.
Event Notifications – The Barracuda Phone System sends event notifications via email. Use the settings in this section to control the
amount and frequency of information sent using these settings. Normal warnings are batched and sent out at the configured interval you
set. Immediate warnings are sent individually, when the warning occurs:
Normal Event Notification – Choose the warning level at or above which you want warnings batched.
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Send warnings every – Choose the time interval when batched warnings should be sent out and set the Interval to that time.
Warnings which meet or exceed the Immediate setting will be sent immediately. Warnings which meet or exceed the Normal
setting, but do not meet the Immediate setting are batched and sent at the interval. Setting either warning level to None will
disable that type of notification.
Immediate Warning Level – Choose th e warning level at or above which you want an immediate notification sent.
For example, a typical setting would be Notice level warnings sent every 10 or 15 minutes and Critical warnings sent
immediately.
Email Address – Set the notification email address; separate multiple addresses with commas.
Click Apply to save your changes.
Syslog Server – If you run a syslog server and would like the Barracuda Phone System to transmit log messages to it, specify your
syslog server IP address.
Admin Password – You can change the web interface admin password. Enter the old admin password, then enter the new password
and confirm it by entering it again. Click Apply to save the new password.
Security Definitions - Select whether to allow Barracuda security definitions to automatically update. Click Apply to save your settings.
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All extensions on the Barracuda Phone System must correspond to an extension number from a defined block of extensions. By default, the block
range 2000-2999 is defined. Add or remove extension ranges (or blocks) on the Configuration > Extensions page as needed for your system.
You cannot create an extension number if you have not created a block of extensions which includes that extension number.
Be sure to plan your extension blocks carefully. While a very large block of extensions might be appealing at first, if you find you need to change
extensions in that block, you cannot just delete some extensions, but can only delete the entire extension block. To preserve extensions, you
need to create a new block and change the primary extension number of each of the changing extensions to a number that appears in the new
block.
Instead of creating a large block (the largest blocks available are 1000 extensions) it may be more advantageous to create blocks of 100-200
extensions each. Deleting a block of 100 extensions has a smaller impact than deleting a block with 1000 extensions.
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Sound files are maintained on the Configuration > Sound Files page, and music on hold (MOH) files are maintained on the Configur
ation > Music on Hold page.
MOH schemes can be played when a caller is in a queue, conference bridge, or call parking block. Sound files can be played in Advanced Call
Routers, Automated Attendants or Find Me Follow Me call flow.
Callers placed on hold will hear the default music on hold scheme.
In this Section
How to Upload and Organize Sound and Music Files
How to Upload and Organize Sound and Music Files - Firmware 2.x
See Also
Setting Up Call Parking Extensions
Configuring Advanced Call Routers
26
How to Upload and Organize Sound and Music Files
See also:
Arrange sound files into categories on the Configuration > Sound Files page, and music files into music on hold (MOH) schemes that are
played to callers in queues or from automated attendants (AA) on the Configuration > Music on Hold page.
Sound Files
You must have at least one sound file on your system to create an Automated Attendant.
Configure sound categories on the Configuration > Sound Files page.
Click New Category to define a new category for sound files. A category must be created before sound files can be uploaded or
recorded
Select a sound category name to upload sound files, record sound files, or to rename or delete the category.
The Barracuda Phone System supports MP3 files and WAV files with a 20MB size limit. Click Upload a File to add a sound file from your
local computer.
Click Record A Sound to have the Barracuda Phone System call your extension and prompt you to make a recording. Enter your
extension number and the name of the sound file, then select Call Me. Your phone will ring and when you answer you will be prompted
to record a sound. This is very similar to leaving a voicemail message.
Once a sound file is uploaded or recorded it has a number of options:
Delete – Delete the sound file from the system
Rename – Rename the sound file
Move – Move the sound file to another sound category
Play
– Play the sound file on your computer’s speakers
Stop
– Stop playback
Download
– Download the sound file to your computer
You will need at least one sound file on your system if you wish to create an Automated Attendant.
Sound files can also be uploaded by dialing *732 from a user's phone who is a member of a group with the Administrator permission
set. The caller will be prompted to record a sound file and will be prompted to review and save the recording. Once saved, each
recording, along with the timestamp of the recording, will appear in the Recordings From Phone category. If this category does not
exist, it will be created automatically.
Music Files
Configure music on hold (MOH) files and schemes on the Configuration > Music on Hold page.
Adding a New Scheme
In the Music Schemes table, click New Scheme to define a new music scheme.
Type a unique name for the scheme and click Add.
In the Music Schemes table, click a music scheme name to upload music files, or to rename or delete a scheme.
The Barracuda Phone System supports MP3 files and WAV files, with a 20MB size limit. Select Upload Music to add a music file from
your local computer.
Adding a New Stream
Click a music scheme name, and then click Add Stream to add a Shoutcast stream:
Enter the name of the stream as it is to appear in the user interface
Enter the URL of the stream, for example: http://relay.181.fm:8052/
Only MP3-encoded streams are supported. Some Shoutcast streams have an M3U file type. This is not a Shoutcast
URL, but rather a text file containing one or more Shoutcast URLs.
27
Click Add to add the stream to the music scheme.
When using streams for MOH, it is best to have a single stream per MOH scheme. If you have more than one stream
on an MOH scheme, the first stream must finish playing before the next stream begins. Some streams are continuous
and therefore never "end."
You may also want to include a WAV or MP3 file in an MOH scheme along with a stream. In this case, add the stream
first, and then the sound file(s). If the system loses connection to the stream, it will play the local sound files.
Music File Options
Once a music file is uploaded, there are a number of options:
Delete – Delete the music file from the system
Rename – Rename the music file
Move – Move the music file to another music scheme
Play
Stop
– Play the music file on your computer’s speakers
– Stop playback
Download
– Download the music file to your computer
Stream Options
Once a stream is added, there are several options:
Delete – Delete the stream from the system
Rename – Rename the stream
Move – Move the stream to another music scheme
Uploaded streams need a minute or more to be transcoded before they are available to be played or downloaded. If you download a
recently uploaded file before it finishes transcoding, you will receive a working, but truncated sound file. If this happens, wait a few
minutes, and then download the file again.
28
How to Upload and Organize Sound and Music Files - Firmware 2.x
This article refers to Barracuda Phone System 2.x and 3.x, except where noted.
See also:
Arrange sound files into categories and music files into music on hold (MOH) schemes that are played to callers in queues or from automated
attendants (AA) on the Configuration > Sounds and Music page.
Sound Files
Click the Sound icon to work with sound files and categories.
Click New Sound Category to define a new category for sound files.
Select a sound category name to upload sound files, record sound files, or to rename or delete the category.
The Barracuda Phone System supports MP3 files and WAV files with a 20MB size limit. Click Upload a Sound to add a sound file from
Click Record a Sound to have the Barracuda Phone System call your extension and prompt you to make a recording. Enter your
extension number and the name of the sound file, and then Click Call Me. Your phone will ring and when you answer you will be
prompted to record a sound. This is very similar to leaving a voicemail message.
Once a sound file is uploaded or recorded it has a number of options:
Delete – Delete the sound file from the system
Rename – Rename the sound file
Move – Move the sound file to another sound category
Play icon – Play the sound file on your computer’s speakers
Stop icon – Stop playback
Download – Download the sound file to your computer
You must have at least one sound file on your system to create an Automated Attendant.
Music Files
Use MOH to work with music files and schemes.
Click the Music icon to manage music files and schemes.
Click New Music Scheme to define a new scheme.
Select a music scheme name to upload music files or to rename or delete a scheme.
The Barracuda Phone System supports MP3 files and WAV files with a 20MB size limit. Click Upload Music to add a music file from
Once a music file is uploaded it has a number of options:
Delete – Delete the music file from the system
Rename – Rename the music file
Move – Move the music file to another music scheme
Play icon – Play the music file on your computer’s speakers
Stop icon – Stop playback
Download – Download the music file to your computer
As of firmware version 2.6.5, the Barracuda Phone System supports streaming music on hold with Shoutcast streams. Only MP3 encoded
streams are supported. Click Add Stream to add a new stream to a music on hold scheme. Enter the name of the stream as it is to appear in the
user interface and the URL of the stream, for example: http://relay.181.fm:8052/
Some Shoutcast streams have a .m3u file type. This is not a Shoutcast URL, but rather a text file containing one or more Shoutcast
URLs.
When using streams for MOH it is best to have a single stream per MOH scheme. If you have more than one stream on an MOH scheme, the
first stream must finish playing before the next stream begins. Some streams are continuous and therefore never "end." You may also wish to
include a WAV or MP3 file in an MOH scheme along with a stream. If so, add the stream first, and then the sound file(s). If the system loses
connection to the stream it will play the local sound files.
Once a stream is added there are several options:
Delete – Delete the stream from the system
Rename – Rename the stream
Move – Move the stream to another music scheme”
29
30
Configuring Multiple Sites
A remote location can have a single phone, multiple phones, or another Barracuda Phone System. In some cases, a remote site may consist of
another SIP server such as another PBX or a SIP proxy.
Use the Configuration > Sites page to create and manage site definitions. This allows you to customize call handling and routing for calls
coming from various endpoints. Sites can be defined by the following parameters:
Subnet/IP Addresses – Any call from an IP address or IP subnet specified will be identified as coming from the site being defined.
Provider/Port – Calls coming in from a specific provider, including analog or PRI ports, will be identified as coming from the site being
defined.
Inbound Registration – This option will create a new set of SIP authentication credentials. Any inbound call using the SIP credentials
will be identified as coming from the site being defined.
Click on an existing site to modify the site name, source type, add or remove a range, update the time zone, or delete the site.
See Multiple Site Configuration - Use Cases for detailed examples.
31
Multiple Site Configuration - Use Cases
You can create site definitions for remote locations using the site configuration settings. A remote location can have a single phone, multiple
phones, or another Barracuda Phone System. In some cases, a remote site may consist of another SIP server such as another PBX or a SIP
proxy.
In this Section
Using Sites in your Configuration
Connecting to Another PBX or SIP Server
Creating a Remote Site for Custom E911
Setting the Time Zone for Remote Phones
32
Using Sites in your Configuration
You can configure a Site on the Barracuda Phone System, which allows you to customize the handling of all phone calls from that site. To
illustrate one use for sites, consider 911 emergency call handling. On a residential phone line, when 911 is dialed, the phone company sends the
phone number and address of the emergency to the 911 call center. This allows emergency services to be dispatched even when the person
calling is not able to speak.
This is not simple with VoIP-based telephone service because unlike a residential telephone line, a SIP trunk (your VoIP-based phone service) is
not associated with a physical address. Because of this, some SIP trunks do not allow 911 calls, while others route through a national 911 call
center. Some SIP trunks do support E911 which allows association of a physical address with one or more of your direct inward dialing (DID)
phone numbers. In this case, when you dial out, the DID is sent out as the caller ID so the receiving party sees the DID number as the calling
number. E911 allows you to send the DID number to the 911 call center and associate a physical address with it.
Consider the following scenario: A Barracuda Phone System at 123 Main Street is configured with a SIP trunk that has E911 setup to send the
Main Street address. A remote office at 456 Maple Avenue has a single VoIP phone connected to the same Barracuda Phone System, as shown
in Figure 1.
Figure 1. Remote Phone with wrongly identified location sent in an emergency.
When the phone at 456 Maple Avenue dials 911, the operator receiving the call sees 123 Main Street as the address of the call. Emergency
services will be dispatched to the wrong address. To prevent this error, create a Site on the Barracuda Phone System and associate it with the
remote location. In this scenario the remote Site has its own DID and corresponding E911 information, as shown in Figure 2:
Figure 2. remote phone associated with a Site passes correct location for emergency service.
When the remote phone calls 911, the Barracuda Phone System associates the call with the configured Site (456 Maple Avenue) and sends out
information which correctly associates it with the location of the emergency, so emergency services can be dispatched to the correct address.
This scenario requires you to contact your SIP trunk provider and request a DID with E911 service. The SIP trunk provider, not the Barracuda
Phone System, is responsible for maintaining and properly sending E911 information on emergency phone calls.
To ensure emergency service properly identifies a remote network element location, you must consult your VoIP provider, or register
with an Internet emergency service and follow their instructions. The Barracuda Phone System does not implement emergency dialing,
but rather assists your VoIP or Internet emergency service provider in implementing it
Keep in mind that any physical phone line (analog line or PRI circuit) is already associated with a physical street address. When using traditional
phone lines, you will not be able to customize the information sent out to the 911 call center. Using the Barracuda Phone System Sites
functionality along with a SIP provider and E911 enables you to customize caller ID for remote sites.
Sites functionality of the Barracuda Phone System allows you to set up custom configurations to meet very specific challenges.
33
Connecting to Another PBX or SIP Server
The Barracuda Phone System is a SIP-compliant IP-PBX and can communicate with other SIP-compliant endpoints and servers. When two SIP
servers need to communicate there are requirements that must be met on each server. For example, will the servers use IP authentication or
digest authentication? Will the servers register with one another? The answers depend on your deployment scenario. IP-based authentication is
usually simpler but should be employed only when you have control over the whole network being used. The Barracuda Phone System does not
require the other server to register, but some other servers may require the Barracuda Phone System to register with them.
This example uses simple IP-based authentication. Use a gateway definition for routing calls to the other server and use a site definition to route
inbound calls from the other server. For the dial plan, use 31xx as the extension numbers that route to the remote server.
A Provider/Port-based Site requires a SIP account using Registration to route through port 5065. The default port for a generic SIP
Provider is 5060, so the port must be changed manually. If port 5065 is not available, the Site must be created using TDM hardware.
Configuring Outbound Calls
Create a new gateway account. Refer to Adding VoIP/SIP Providers. The Host address is the IP address of the remote server. Specify a
Username, Authentication Username, and Password for the other server. (If the far end server allows anonymous inbound calling, just fill in these
fields with dummy values.) For this example name the gateway Remote SIP Server.
Next, create a new call type using Providers > Call Routing > Manage Call Types > Add a Call Type. Use these settings:
Call Type Name: Remote 31xx (Use something meaningful for your setup)
Match Condition: ^31\d\d$
Route Type: Internal
Add a new route entry using Providers > Call Routing and Add a routing entry with these parameters:
Call Type: Remote 31xx (or whichever name you used in the previous step)
Destination: Remote SIP Server (or whichever name you gave to your new gateway)
Now the Barracuda Phone System can send calls to the remote server. If the calls do not route properly, confirm that the remote server is
configured to receive calls from the Barracuda Phone System IP address. Also, if you use digest authentication, confirm that the authentication
user name and password are correct.
Configuring Inbound Calls
Inbound calls can be handled by adding a Site. Navigate to Configuration > Sites and define a new site by Subnet or IP addresses. Name the
site, and for the CIDR, use the IP address of the remote server followed by /32. For example, if the remote server is 192.168.2.10 then the CIDR
would be: 192.168.2.10/32.
Select Define Site to save your site settings. Calls from the far end server will now route to the Barracuda Phone System.
34
Creating a Remote Site for Custom E911
In this article
Configure the Gateway
Configure the Site
Configuring the Outbound Route
Testing the New Site and Routing
To configure your Barracuda Phone System to pass correct information when routing remote phone emergency dialing you must verify the
following elements are in place:
1.
2.
3.
4.
5.
6.
A working Internet connection for the Barracuda Phone System
Connectivity to the remote site (via Internet or WAN)
A direct inward dial (DID) phone number at the remote site from a service provider who supports E911
A gateway configured to send the caller ID of the DID supported by E911
A site configured for the IP address or subnet of the remote office
A 911 route limited to the remote site’s configuration
You must set up and verify steps 1 through 3 above before continuing your configuration of steps 4 through 6, as described below.
Configure the Gateway
Create a new gateway account. For more information, refer to Adding VoIP/SIP Provider Accounts (Gateways). Use the following settings:
Services: Outbound calls only
Caller ID Number: the DID number that has E911 configured
Custom Caller ID Number: always sent
Music on Hold: Silent
Configure the Site
Create a new site definition. Use the following parameters:
Site Name: a meaningful name, for example, Remote Office on 456 Maple Ave.
Define Site By: Subnet or IP Addresses
CIDR Address: The IP address of a remote phone or the IP subnet if there are multiple phones at the remote location
Example CIDRs: 192.168.2.215/32 (single endpoint) 192.168.2.0/24 (entire subnet)
Configuring the Outbound Route
Once you create the Site, use Providers > Call Routing to Add a routing entry. For details, refer to Adding Routes. Add a Restriction applying
the newly created Site for the new route.
Use these parameters:
Call Type: Emergency (USA)
Destination: The new gateway you just created.
Restrict To: Select Site and select the site you created.
Apply the restriction for it to take effect.
Testing the New Site and Routing
Before you test the routing, be sure to gather the following information needed to conduct and verify the test:
Name of your provider and support contact information
DID phone number
Physical address that should be displayed
Contact your provider’s tech support for assistance before making a test call. Inform the tech support agent that you need to perform 911 testing
for your new PBX. Be sure to inform the agent that you are testing E911 for a specific DID number. In some cases the provider has a special
number (e.g. 933) you can use to simulate 911 calling for test purposes. If so, you will need to add the provided test number as a new Call Type.
Navigate to Providers > Routing > Manage Types > New Call Type. Use the following settings:
Call Type Name: Emergency Test
Match Condition: ^xxx$ where xxx is the test number. For example, if the provider’s test number is 933 then the match condition would
be: ^933$
Route Type: Emergency
Add a new route with Emergency Test; see Routing Outbound Traffic for more information.
35
You should have two different outbound routes with a site restriction: Emergency (USA) and Emergency Test.
Once you configure the Emergency Test route, follow the instructions of your service provider’s support technician to complete the E911 testing.
To ensure emergency service properly identifies a remote phone location, you must consult your VoIP provider and follow their
instructions. The Barracuda Phone System does not implement emergency dialing, but rather assists your VoIP or Internet emergency
service provider in implementing it.
36
Setting the Time Zone for Remote Phones
If you have telephones in a different time zone from your Barracuda Phone System, you can use a site to specify the time zone for the IP
addresses or IP subnets for those phones. In most cases an IP subnet is sufficient.
In the following example, assume that the Barracuda Phone System has an IP address of 192.168.1.200 and is in the US Eastern time zone. A
satellite office with LAN connectivity using IP subnet 192.168.5.0 is in the US Central time zone. Phones at the satellite office can provision to the
Barracuda Phone System, however their time displays as Eastern instead of Central. To rectify this situation, create a site.
Navigate to Configuration > Sites and select Add Site. Give the site a name, and choose Subnet/IP address from the list. Select Create Site.
The new site appears in the list. Select Add a range for this site and enter the IP address and subnet. For this example, the IP address is
192.168.5.0 and the subnet mask is 255.255.255.0. Turn Off the option These IPs are automatically authorized. Select the US Central time
zone from the list. Select Add IP Range.
The phones in the satellite office are now part of this site since you specified their subnet. Reboot the phones in the satellite office so they
reconfigure to the time zone specified in the site configuration. Repeat this process for each subnet or IP address that is in a different time zone.
37
Configuring Event Notifications
The Barracuda Phone System sends event notifications via email. Configure system notifications on the Configuration > Mail page to control the
amount and frequency of information sent to the specified email address. Normal warnings are batched and sent out at the configured interval
you set. Immediate warnings are sent individually, when the warning occurs:
Warning Level – Choose the warning level at or above which you want warnings batched. Warnings are collected and then sent for the
selected level (and above) based on the Send Warning Report Every setting:
None: Do not send warning messages
Emergency: System is unusable
Alert: Action must be taken immediately
Critical: Critical conditions
Error: An error has occurred
Warning: Warning conditions
Notice: Normal but significant condition
Send Warning Report Every – Choose the time interval when batched warnings should be sent out and set the Interval to that time.
Warnings which meet or exceed the Immediate setting will be sent immediately. Warnings which meet or exceed the Normal setting, but
do not meet the Immediate setting are batched and sent at the interval. Setting either warning level to None will disable that type of
notification.
Immediate Warning Level – Choose the warning level at or above which you want an immediate notification sent.
For example, a typical setting would be Notice level warnings sent every 10 or 15 minutes and Critical warnings sent immediately.
Send Warning Email To – Set the notification email address; separate multiple addresses with commas.
Click Save at the top of the page to save your settings.
38
Feature
Location in Web Interface
Define system-wide telephone settings.
Configuration > Phones
Synchronize groups via LDAP/Active Directory.
Configuration > Directory Services/LDAP
Upload a CSV file for user import.
Configuration > User Import
Create new users and assign extensions.
Extensions > People
Create system groups.
Extensions > Groups
Manage incoming calls in the order they are received. Queue
behavior is customizable.
Extensions > Inbound Call Queues
Specify automatic and manual parking extensions and automatic
retrieval from call parking on the page.
Extensions > Call Parking Blocks
Create and manage multi-user conferences.
Extensions > Multi-User Conferences
Define menu-based dialogues that prompt callers to press a key for
different system responses.
Extensions > Automated Attendants
Define actions for incoming calls.
Extensions > Advanced Call Routers
View phones on the system that have not been assigned to a user.
Change the primary extension on a phone.
Extensions > Unassigned Phones
View and manage all extensions in the system.
Extensions > All Extensions
In this Section
Understanding Phone Configuration
Adding Phones
Adding and Editing Groups
Adding Users
Setting Up Inbound Call Queues
Setting Up Multi-User Conferences
Automated Attendants and Call Routers
Advanced Features
Feature Access Codes
Setting up Faxing
See Also
Adding Users
Sounds and Music File Options
Hardware Providers
39
Understanding Phone Configuration
For detailed telephone and user setup instructions, refer to Telephone and User Configuration.
Settings that affect system-wide telephones and calls in general are found on the Configuration > Phones page:
Extension Guide – Select Open a Printable Extension Guide to open a new browser window with the extension guide. This guide lists
all extensions defined on your system including extension, type, groups, conferences, queues, and external phone numbers.
Area Code – Set the local area code to allow seven-digit dialing where providers require 10 or 11 digit dialing.
Ringback Tone – Set the ringback tone to play while a caller waits to be picked up and the ringback tone to play when a caller is
transferred to another extension.
User Operator Destination – Set the destination when users dial zero for an operator. This only applies to actual telephone users on
the system and to callers who dial 0 to avoid leaving a voicemail message, not to callers who are listening to an automated attendant;
note that you can customize automated attendants.
Automatic Provisioning – The Barracuda Phone System allows easy automatic telephone provisioning. When Automatic Provisioning
is On, any supported phone receives provisioning from the Barracuda Phone System when it restarts. If you cannot use automatic
provisioning, for example, if phones on your network should not be provisioned to the Barracuda Phone System, manually enter the prov
isioning URL in this section into your phones.
Codecs – Configure the supported audio and video codecs on this page. Codec configuration is separate for incoming and outgoing
calls. In most cases the default settings will be adequate, however you may enable or disable codecs as appropriate for your installation.
Codecs can be optimized by quality or by bandwidth utilization. For example, if two endpoints both support GSM and G.722 then quality
optimization will offer G.722 first, but bandwidth optimization will offer GSM first.
Intercom – Specify whether to disable auto-answer intercom calls.
Ring Time Before Voicemail – Specify the amount of time that a call will ring at a phone before going to voicemail. A traditional ring
cycle is six seconds long: two seconds of tone, four seconds of silence. You can approximate the number of rings with this formula:
number of seconds = 6 x number of rings. Three rings is approximately 18 seconds, four rings is approximately 24 seconds. The default
is 60 seconds.
Voicemail Auto-Login – You can choose to allow your users to access their voicemail boxes without keying in their password.
Intercom – You can disable the intercom (automatic hands free) feature on the system. This feature allows dialers to put a destination
extension in hands free speaker mode by dialing **xxxx*1, where xxxx is the destination extension number. The target station does not
ring, but goes directly into hands free speakerphone mode. Not all phones support this feature, and those that do may notify the called
party with a beep or some other tone. You can overide this setting using group permissions. See Group Permission Roles.
Cisco Firmware Upload – Certain Cisco phone models, particularly the 79xx series and the SPA 5xx series, require you to upload the
firmware files.
Firmware must be obtained directly from Cisco.
40
Adding Phones
Individual users and their telephones are the most visible parts of a Barracuda Phone System deployment. Before adding users to the Barracuda
Phone System be sure to have their names and email addresses:
Synchronize LDAP Users and Groups
Import Users via CSV
You can add phones and then assign them to users, or define users and then assign them to phones.
Automatic Provisioning
Automatic provisioning locates all supported telephones connected to the local network and automatically adds them to the system. This is the
easiest and fastest way to add or provision a phone to the Barracuda Phone System. Use the following steps to automatically provision all
supported telephones connected to the local network:
1. In the Barracuda Phone System web interface, go to the Configuration > Phones page.
2. In the Automatic Provisioning section, select Automatic Provisioning On from the drop-down menu.
3. Upon restart, any supported phone is provisioned from the Barracuda Phone System.
In order for Automatic Provisioning to work, the phone(s) and the Barracuda Phone System must be in the same network and must all
share the same broadcast address. The Automatic Provisioning service emulates a DHCP server, but does not give out leases. DHCP
Snooping must be disabled on the switch the Barracuda Phone System is connected too.
Manual Provisioning
If you cannot use automatic provisioning, for example, if phones on your network should not be provisioned to the Barracuda Phone System, you
can manually set up provisioning. Use the following steps to set up manual provisioning:
1. In the Barracuda Phone System web interface, go to the Configuration > Phones page.
2. In the Automatic Provisioning section, select Automatic Provisioning Off from the drop-down menu.
3. For manual provisioning steps by manufacturer, refer to Manually Provisioning by Manufacturer. Note that Power over Ethernet (PoE)
switches and phones ease the install process.
4. Once you set up manual provisioning on a phone, when you connect that phone to the LAN and power it on, it connects to the Barracuda
Phone System.
Once a phone initially provisions, The Barracuda Phone System may need to update the phone’s firmware, and then reboot the phone
once or twice; this is normal. You can add several phones at one time and allow them to go through the provisioning process. The
phones are assigned a temporary extension number and are available to add to users. Refer to Adding Users for more information.
41
Assigning Phones and Secondary Extensions
Use the Extensions > People page to modify phone and extension assignments.
Phone Assignments
In the Extensions > People page, click on a user name. The Phones section lists all phones assigned to the selected user.
Assign a New Phone
To add a new phone,
1. Click Add a Phone, and select an unassigned phone from the table, enter a phone's MAC address, or add a generic SIP device.
2. Click Add Phone. The phone displays in the Phones table for the selected user.
Remove an Assigned Phone
To remove a previously assigned phone,
1. In the Phones table, turn on the check box for the phone(s) you want to remove.
2. Click Remove Selected Phones from this Person.
3. Click Save at the top of the page.
Extension Assignments
You can add secondary user extension in the Extensions > People > Secondary Extensions page.
You can add a secondary extensions on a group. To do so, go to the Extensions > Groups page, click on the group to which you want
to add a secondary extension, and click Add Secondary Extension in the Secondary Extensions section.
Assign a Secondary User Extension
To add a secondary extension,
1. In the Secondary Extensions table, click Add Secondary Extension.
2. Specify the Extension Type:
a. Next Free Extension – Allow the system automatically selects the next available lowest extension number.
b. Single Extension– Enter an extension within the Valid Extension Ranges.
c. Block Extension – Assign an entire block of extension numbers.
d. External Number – Select an available external direct inward dialing (DID) number from the drop-down list.
3. Click Add. The new extension displays in the Secondary Extensions table.
Remove an Assigned User Extension
To remove a previously assigned extension,
1. In the Secondary Extensions table, turn on the check box for the extension(s) you want to remove.
2. Click Delete Selected.
3. Click Save at the top of the page.
42
Editing Phone Details
The Phones section in the People page lists all phones assigned to a selected user. From this section, you can access the available options and
details for the selected phone, and edit that phone's settings.
Edit Phone Settings
In the Extensions > People page, click on a user name. The Phones section lists all phones assigned to the selected user. Click on the desired
entry in the Phones table to view the Phone Details page:
Phone Options
Phone Name – Name of the phone as displayed in the user interface.
Remove Phone From User – Click to remove this phone from the user and return it to the list of unassigned phones.
Reboot Phones – Click to reboot the phone.
Number of Sidecars – If supported, specify the number of sidecars attached to this phone.
Sidecar Type – If supported, type of sidecar(s) attached to this phone.
Phone Details
Model – Phone manufacturer and model number.
MAC Address – Phone’s MAC address.
Last Registration Time – Date and time of the last SIP registration received from the phone
Last Registered IP Address – The IP address from which the last registration was received.
Advanced Phone Details – Displays advanced feature details and key combinations.
Click Save at the top of the page to save setting changes.
Only supported features are displayed in the user interface.
43
Customize Phone Buttons
Some phones support customized buttons. Use the Lines and Utility Buttons table, available from the Extensions > People page, to modify
line keys and utility buttons.
To access Lines and Utility Buttons,
1. In the Extensions > People page, click on a user name.
2. The Phones section lists all phones assigned to the selected user. Click on the desired entry in the Phones table to access the Phone
Details page. The Lines and Utility Buttons table displays at the bottom of the page.
Each key has the following attributes shown in the user interface:
Key – This is the key number. The first button on the phone is always key number 1 and it is fixed. The remaining keys are numbered
from 2 and up. Keys colored black are line keys. Blue keys are features and keys that are white have nothing yet assigned.
Status – Live status for line keys, either Idle, On Call, or Offline depending on the status of the target phone.
Label – The text displayed for this key.
Function and Extension – The function or extension number for this key. Possible values are:
Line – A line key representing a user’s extension. (Line key displays with black background.)
Repeat Line – A convenience feature that creates a line key with the same extension number as the previous key. (Line key
displays with black background.)
BLF/Line Monitor – A Busy Lamp Field (BLF) which lights up when the target user’s phone is in use. (Line key displays with
blue background.)
Speed Dial – A one-touch speed dial key for the target extension or phone number. (Line key displays with blue background.)
Transfer – A one-touch transfer key that transfers the current call to the target extension or phone number. (Line key displays
with blue background.)
Nothing – Empty key. (Line key displays with white background.)
Do Not Disturb – A Do Not Disturb (DND) on/off key (Yealink phones only).
Line Aliases – You can specify other extension numbers that will ring to this key. (Applies only to line keys.)
Ring Tone – You can specify the ringtone for this key. (Applies only to line keys.)
Shared Line – Used to specify the Shared Line Appearance settings for this key. (Applies only to line keys.)
Utilities – Utility functions for this line key:
Echo Test - Click to launch a call to the phone. When the party answers, the system will echo back whatever they speak.
Registration Information - For Generic SIP Devices only. Displays the SIP credentials and server IP address information
needed to configure a SIP device.
In most cases, changes to the phone will not take place until the phone reboots. The phone will receive the reboot signal from the Barracuda
Phone System as soon as you leave the phone edit page or when you click Reboot Phone.
When editing phones, remember line keys must be contiguous, starting with line key 1, so you cannot assign a feature key on line 2
and then a line on key 3. The user interface automatically renumbers the keys for you and places all of the line keys at the top of the
list. There is no restriction on feature keys – they may be assigned anywhere after the line keys, even if there are intervening empty
keys.
44
Manual Provisioning by Manufacturer
When provisioning a brand new phone it is recommended that you plug it into the LAN and let it boot up completely before you begin
configuration. If you encounter any issues during provisioning, try resetting it to its factory default configuration.
In this Section
Aastra Phones
Cisco Phones
Polycom Phones
Snom Phones
Yealink Phones
Patton Gateways
See Also
Hardware Providers
45
Aastra Phones
This article refers to Barracuda Phone System and Aastra® phones.
Provision the Phone
Use the following steps to configure Aastra phones using the Aastra web server:
1. In a web browser window, enter http://x.x.x.x where x.x.x.x is the Aastra phone IP Address.
2.
3.
4.
5.
6.
7.
The web interface displays. Enter your login credentials, and click OK.
Under Advanced Settings, click Configuration Server.
Select TFTP Server, and enter the Barracuda Phone System IP address in the associated field.
Select Save Settings, and then click Restart.
Allow the phone to restart; this takes approximately five minutes.
After a phone is provisioned by the Barracuda Phone System, its password changes to 2832.
Reset Factory Defaults
If the phone fails to provision, reset its configuration with the following steps:
1.
2.
3.
4.
5.
6.
Press the Options button, and press the Down arrow until the Admin Menu displays onscreen.
Press the Right arrow, and enter the Admin password, and press the Right arrow again; the default Admin password is 22222 .
Press the Down arrow until Factory Default displays onscreen.
Press the Right arrow, and then press the # key to confirm.
When the screen displays Reset Phone, press the # key to confirm.
Press # to restart the phone.
You can now re-provision the phone.
46
Cisco Phones
This article refers to Barracuda Phone System and Cisco® phones.
In this article:
Provision SPA 500 Series Phones
Provision SPA 3102 and SPA 8800 Phones
Provision SPA 900 Series, SPA 112/122, and PAP2T Phones
Provision Cisco 7900 Series Phones
The Barracuda Phone System works with many different Cisco telephone devices. Cisco has several families of devices, each of which have
specific requirements.
Provision SPA 500 Series Phones
To provision the SPA 500 series phones you must download firmware 7.4.3 from Cisco's download site. Note that Cisco requires you to create a
log in account.
Once the firmware is uploaded to the phone you can select to auto provision or manually provision the phone.
Auto provisioning requires the phone to be on the same LAN as the Barracuda Phone System and requires a local DHCP server to
provide option 66 to the phone. The value to provide in option 66 is x.x.x.x where x.x.x.x is the IP address of the Barracuda
Phone System.
Use the following steps to manually provision the phone:
1. Point browser to http://x.x.x.x where x.x.x.x is the phone's IP address.
2. At the top of the page, click Admin Login, and then click advanced.
3. Click the Provisioning tab, and enter the enter the provisioning URL http://x.x.x.x/provision/ where x.x.x.x is
the Barracuda Phone System IP address, in the Profile Rule field.
4. Click Submit All Changes. Allow the phone to reboot. Note that the phone may reboot twice.
5. The phone connects to the Barracuda Phone System and receives a temporary extension number. Assign the phone to a user as
needed.
Provision SPA 3102 and SPA 8800 Phones
The SPA 3102 (1 FXO, 1 FXS) and SPA 8800 (4 FXO, 4 FXS) devices can be either automatically or manually provisioned.
Auto provisioning requires a DHCP server to provide option 66 to the phone. The value to provide in option 66 is x.x.x.x where x.x.
x.x is the IP address of the Barracuda Phone System.
4. Click Submit All Changes. Allow the phone to reboot.
5. The phone connects to the Barracuda Phone System. The SPA 3102 appears with one phone (FXS) and one service provider entry
(FXO).The SPA 8800 appears as four phones (FXS) and four service provider entries (FXO).
Provision SPA 900 Series, SPA 112/122, and PAP2T Phones
Linksys phones and the PAP2T (2 FXS) ATA can be provisioned automatically or manually.
Auto provisioning requires a DHCP server to provide option 66 to the phone. The value to provide in option 66 is x.x.x.x where x.x.
x.x is the IP address of the Barracuda Phone System.
47
3.
4. Click Submit All Changes. Allow the phone to reboot.
5. The phone connects to the Barracuda Phone System. The SPA 942 and 962 appear as a single phone. The PAP2T appears as two
phones.
Provision Cisco 7900 Series Phones
Cisco 7900 series phones have very specific requirements in order to work with the Barracuda Phone System. Use the direction in the Cisco
7900 Series - Tech Bulletin available on the Barracuda Phone System support page to manually provision Cisco 7900 series phones.
You can upload Cisco Firmware to the Barracuda Phone System on the Configuration > Phones page, in the Cisco Firmware Upload section.
48
Hookflash Transfer on Analog Cisco SPA Devices
This article refers to Barracuda Phone System and Cisco® phones.
The following Cisco SPA analog devices have FXS ports allowing Hookflash Transfer:
PAP2T
SPA-3102
SPA-112
SPA-122
To Hookflash Transfer from an analog phone follow these steps:
1.
2.
3.
4.
5.
With a call on the line, press the flash key or hold down the hookswitch (for about one second).
Wait for dial tone, and then dial *98.
Wait for dial tone again, and then dial the destination number.
Hang up when you hear ringing.
To return to the original call, instead of performing a transfer, simply Hookflash Transfer back.
49
Polycom Phones
This article refers to Barracuda Phone System and Polycom® phones.
Provision the Phone
Polycom phones are best configured via the phone itself. Use the following steps to configure the phone:
1.
2.
3.
4.
Boot (or reboot) the phone.
Press Setup. Before the countdown finishes, enter the Password 456.
Scroll down to Server Menu, and select Change Server Type to HTTP.
Change Server Address to http://x.x.x.x/provision/ where x.x.x.x is the Barracuda Phone System IP Address.
5. Press Exit repeatedly until the Exit Option menu displays.
6. Select Save & Reboot, and allow the phone reboot.
7. The phone will reboot several times and display various messages about updating BootROM, formatting the file system, etc. Allow the
phone to finish updating before assigning it to a user.
The total boot cycle can take 5-10 minutes, and newly unboxed phones generally take longer to provision because Barracuda
Phone System must furst update the phone's firmware. To save time, provision multiple phones simultaneously.
8. After a phone is provisioned by the Barracuda Phone System, its password changes to 2832.
1.
2.
3.
4.
5.
Press Menu, and select Settings > Advanced.
Enter the default Password 456.
Select Admin Settings > Select Reset to Defaults > Select Reset Local Config.
When prompted, select Yes.
Allow the phone to reboot. This may take a few minutes.
50
Snom Phones
This article refers to Barracuda Phone System and Snom VoIP Phones.
Snom phones require a minimum firmware version 7.0. for additional information, refer to Snom VoIP Firmware/V7/Automatic Update on the
Snom wiki.
Provision the Phone
Use the following steps to configure Snom phones using the Snom web server:
1. Point a web browser to http://x.x.x.x where x.x.x.x is the IP address of the Snom phone. The web interface displays.
2. Go to the Setup > Advanced page, and click the Update tab.
3. From the Update policy drop-down menu, select Update automatically.
4. In the Setting URL field, enter http:/x.x.x.x/provision/ where x.x.x.x is the IP address of the Barracuda Phone System.
5. Click Save, then click Reboot.
Snom phones often require several reboots. If the message Wrong firmware displays on the phone, press any key, then
press any digit on the keypad. Allow the phone to reboot a few times to update the firmware. This process takes approximately
5 minutes. If your Snom phone does not receive the user directory information, perform a factory reset and re-provision the
phone to upload the information.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Press the Down arrow on the large, round control button.
Press the Up arrow until you see Configuration on the first line.
Press the Right arrow until you see Reset on the second line of the display.
Press the Check mark button.
Enter the Admin Password and press the Check mark button again; the default Admin Password is 0000.
Allow the phone to reboot.
Once the phone reboots, select the language using the Left and Right arrow keys.
Selet your country's dial tone.
Select your country's time zone.
Under Account, enter a single letter or digit, and then press the Check mark button twice.
51
Yealink Phones
This article refers to Barracuda Phone System and Yealink phone models T-22, T-26, T-28, T-32, T-38, and T-46.
Provision the Phone
Use the following steps to configure the phone for provisioning:
1.
2.
3.
4.
5.
6.
7.
8.
9.
On the phone, press the Menu button, and then select Settings > Advanced Settings. (Menu > Advanced on T46.)
Use the key pad to enter the default password admin.
Use the arrow keys to scroll down to Auto Provision, and then press Enter.
Enter 'http://1.2.3.4/provision/' where 1.2.3.4 is the IP of the Barracuda Phone System as the URL using the * key to enter the dots in the
IP address.
Press Save, and press OK when the phone prompts you to provision now.
Allow the phone to reboot. This may take several minutes.
Log in to the Barracuda Phone System web interface, and go to Extensions > Unassigned Phones.
The phone will have a temporary extension number and will be named "Unassigned Yealink <model> (MAC addr)". It can now be
assigned to a user.
1.
2.
3.
4.
5.
6.
7.
On the phone, press the Menu button, and then select Settings > Advanced Settings. (Menu > Advanced on T46.)
Use the keypad to enter the default password admin.
Dial the following number sequence: 2-3-6-444-66
Press Confirm.
Use the Arrow keys to scroll down to Reset to Factory, and then press Enter.
Press OK, and allow the phone to reset. This may take several minutes.
Allow the phone to reboot. This may take a few minutes.
You can now provision the phone again.
52
Patton Gateways
Patton Gateway support is dependent on Phone System firmware version. Please visit https://www.barracuda.com/products/phonesyst
em/matrix for the latest up-to-date information on supported gateways.
You can provision a Patton gateway manually using one of two methods:
Direct console connection using the included RS-232 to straight-through Ethernet adapter.
Telnet
By default, the Gateway uses DHCP to obtain an IP address automatically. Monitor your DHCP server to determine the device IP address. If you
use Telnet, after you have the IP address, use PuTTY or the telnet command to connect to the Gateway Command-line Interface on port 23/tcp.
If you use the RS-232 to roll-over adapter, verify that you set the baud rate and parity bits accordingly. You can get the settings for your device
from the Patton website. In both cases, the default super-user is administrator and the default password is blank.
Once you connect, run the following commands:
enable
configure
profile provisioning PF_PROVISIONING_CONFIG
location 1 http://(Your BPS IP)/provision/$(system.mac).cfg
end
provisioning execute PF_PROVISIONING_CONFIG
The Gateway reboots automatically after getting the necessary provisioning data.
If you need to factory reset the gateway, do the following steps:
1.
2.
3.
4.
Turn on the Gateway.
Press the RESET button with a pencil and hold it. To erase all configuration parameters, hold the reset button for about 8 seconds.
Release the button.
The Gateway resets to factory default parameters and the IP resets to DHCP.
It takes several minutes for the Gateway to boot.
Alternate Factory Default Procedure
You can factory reset your Patton using the following method from the CLI:
Telnet to the Gateway IP address
Log in as administrator
Enter the following commands:
enable
configure
copy factory-config startup-config
reload
When prompted to save your changes, enter no
When prompted to reload, enter yes
53
Managing Unassigned Phones
Phones that have been added to the Barracuda Phone System but have not been assigned to a user display in the Extensions> Unassigned
Phones page. From this page you can edit, rename, and delete unassigned phones.
View Unassigned Phones
To view all unassigned phones, go to the Extensions> Unassigned Phones page. In this page you can sort by column heading, and filter by
phone name or extension.
Delete an Unassigned Phone
To delete an unassigned phone,
1. Go to the Extensions> Unassigned Phones page.
2. Select the check box in the leftmost column for the phone you want to delete, and then click Delete Selected.
3. Confirm your selection.
Edit an Unassigned Phone
To edit an unassigned phone,
1. Go to the Extensions> Unassigned Phones page.
2. Click on the phone you want to edit. In the next page, you can edit the following phone details:
a. Click Change Primary Extension, select the new extension, and then click Apply to change the extension.
b. Click in the Name field to enter the name of the phone as it is to appear in the user interface.
c. click Delete to remove the unassigned phone.
3. Click Save to save your changes.
54
Adding and Editing Groups
Individual users can be associated with groups to share configuration settings. Security policies and other features can apply to all users within a
group. Groups also have an extension number which you can group dial or page. The group’s extension number simultaneously rings or pages
the phone of every user in the group.
Add Groups
Use the following steps to add a group to the Barracuda Phone System:
1. In the Barracuda Phone System web interface, go to the EXTENSIONS > Groups page.
2. Click Create New Group. On the Create Group page, enter a name to identify the group, and select the extension type from the
drop-down menu:
a. Next Free Extension – The next free extension is used.
b. Single Extension – Enter an extension in the associated field. The system determines whether the entered extension is
available.
c. Block Extension – Enter the extension block, and specify whether to allow extensions within this block.
d. Existing Block – Use all extension numbers within an existing block.
e. External Number – Select an external direct inward dialing (DID) number from the drop-down menu.
3. Click Create.
The Groups table is updated with your entry.
Edit Groups
Use the following steps to edit an existing group:
1. In the Barracuda Phone System web interface, go to the EXTENSIONS > Groups page.
2. Click on the group name you want to edit, and use the steps in the following table to modify the group settings:
Action
Change Group Extension Number
Steps
1. Click Change Primary Extension.
2. Specify whether to use the Next Free Extension, or enter a Sin
gle Extension number.
3. Click Apply, and then close the dialog box.
Disable Calling to the Group
When Disable calling to this group is turned On, the group
extension is disabled, so the group cannot be called.
Multiple Ringing Calls
Set to Prevent Multiple Ringing Calls if you have a large group of
users that receives multiple concurrent calls. This setting prevents
the system from getting bogged down while trying to deliver
simultaneous ringing calls to everyone in the group. The callers to the
group will notice nothing different, simply hearing rings until a group
member answers.
Launch Web Application Popup for Calls
When selected, specify a valid URL, so calls coming into this group
initiate a browser pop-up for members who are logged into the Comm
unication Command Center. You can use the following parameters in
the URL:
__CID__ : Caller ID Number
__CIDNAME__ : Caller ID Name
__DESTNUM__ : Destination Number
__ORIGDESTNUM__ : Original destination number (usually the
phone number the caller dialed before being transferred).
Each parameter must be both preceded and followed by
two underscores, as shown above.
Custom Outbound Caller ID
Enter a number to be used in place of the user's number or extension
when making outbound calls. Note that if a user has a DID phone,
this setting is overridden. For more information on overriding caller
ID, refer to VoIP Providers.
Show Group Name on Phone Display
When selected, the group name displays on the phone display.
55
Remove a Group Member
1. In the Membership table, select the check box for one or more
users you want to remove.
2. Click Remove Selected Members.
Add a Member to the Group
1. In the Membership table, click Add a Member.
2. Click the selection box and begin typing the user's name in the S
elect a person field.
3. Select the user you want to add, and then click Add. The user is
added to the Membership table.
Add/Remove Group Permission Roles
In the Permissions table, you can add or remove group roles. For
more information, refer to Group Permission Roles.
Call Recording Policy
Select the check box to set a call recording policy for the entire
group. Specify how many days to preserve the recordings on the
system and an optional email address to which the recordings can be
sent. Note that any call recording policy set on an individual user
within the group will override the group policy.
Secondary Extensions
1. Click Add Secondary Extension to add additional extensions
that, when called, redirect the caller to the primary extension.
2. To remove a secondary extension, select the check box next to
the entry you want to remove in the table, and then click Delete
Selected.
56
Group Permission Roles
The group permission roles allow you to give group members new permissions. In each case, the permissions allow group members to access
special features when logged in to the user portal. To test the effect of changing any of these permissions, log in as a group member on a
different computer or browser and add roles to the group. Refresh the browser of the group member to see the changes.
The following roles are available:
Administrator – Allows group members to have unrestricted access to configure the system. All system menus are shown in group
members’ portal. Use with caution.
Conference Manager – Allows group members to create, edit, and delete multi-user conferences on the system. Optionally, group
members can have administrative access conferences in progress. Group members have access to the EXTENSIONS > Multi-User
Conferences page.
Directed Call Pickup – Users with this role can perform a directed call pickup action.
Disable Find Me – Users with this role cannot enable Find Me functionality using the web interface login.
Group Voicemail Broadcasting – Users with this role can create a voicemail message to distribute to a target group extension.
Group Call Pickup – Users with this role can perform a group call pickup action.
Intercom – This role overrides the hands free intercom system setting.
Monitor Calls – Group members can view DASHBOARD > Active/Recent Calls and can monitor calls in progress. This option gives
users access to the DASHBOARD > Active/Recent Calls page.
On Demand Recording – Allows a user to press **2 on a live call to immediately enable call recording. (This feature only applies to calls
that are not already being recorded.)
Queue Manager – Users with this role can view the queue and agent status and create, edit, or delete inbound call queues. Group
Members can access the SWITCHBOARD and the EXTENSIONS > Inbound Call Queues page.
Queue Viewer – Users with this role can view queue and agent status. Group members cannot create, edit, or delete inbound call
queues, but can access the SWITCHBOARD.
Reports Manager – Users with this role can view, create, edit, and delete system reports.
View Call Detail Reports – Users with this role can view call detail records (CDR) and download CSV files. Group members can access
the REPORTS > Call Detail Records page.
View Reports – Users with this role can view system reports. Group members cannot create, edit, or delete them.
View People On Call Screen – User can access the People On Call screen from the switchboard. Display includes caller ID names and
phone numbers, if available.
View People On Call Screen (limited) – User can access the People On Call screen from the switchboard. Display shows who is on the
phone but does not show external caller ID name or number. Useful in privacy situations when other logged in users shouldn't see caller
IDs of other callers.
Switch Mode – Users with this role can change active modes of the system from the CONFIGURATION > System page. Users can
also dial *663 to change the mode as well (Firmware version 3.0.002 and higher).
57
Adding Users
To add users to the Barracuda Phone System, you must have their names and email addresses. To use LDAP/Active Directory for user setup
see How to Synchronize LDAP Users and Groups. To import users through CSV, see How to Import Users via CSV. Use the Extensions >
People page to add new users, add a new user to a group, and assign extensions.
You can add phones and then assign those extensions to a user, or create users and then assign extensions to that user.
Create a New User
Use the following steps to add a new user to the Barracuda Phone System:
1.
2.
3.
4.
5.
6.
7.
Go to the Extensions > People page, and click Create New Person.
In the Add a Person section, enter the user details, and create a voicemail login PIN number of at least four digits.
To add the new user to a group, and click Add This Person to a Group.
Click the Down arrow, and begin typing in the field to find the desired group name.
Click on the group name to add the user to the selected group.
Repeat steps 4 and 5 to add the user to additional groups.
In the Extension/Phone section, specify the Extension Assignment:
a. Select an Extension
i. Next Free Extension – The system automatically assign the next lowest available extension to the the user.
ii. Single Extension – Enter a single extension that is within Valid Extension Ranges.
b. Select an Unassigned Phone – Click to select from a list of unassigned extensions.
8. Click Create at the top of the page when the user details are complete.
External/DID Numbers can be added after creating the user.
To add additional extensions to the user, see Editing User Details.
58
Editing User Details
To add users to the Barracuda Phone System, you must have each name and email address. To use LDAP/Active Directory for user setup see H
ow to Synchronize LDAP Users and Groups. To import users through CSV, see How to Import Users via CSV.
You can add phones and then assign added extensions to a user; or create users and then assign extensions to added users. See Ext
ension Blocks for more information on assigning extensions.
Use the Extensions > People page or the Extensions > All Extensions page to modify phone assignments and assign extensions. Click on a
user name to edit the following details:
Rename – Change the user’s name; note that this affects caller ID and reports.
Change PIN – Modify the user’s 4-digit PIN code.
Show Person In Directory Searches – Lists phone in the dial-by-name directory. You can exclude phones that need not be in it (for
example. the break room or copy room phone).
Change Primary Extension – Modify the user’s primary extension number.
Impersonate – A convenience feature allowing the system administrator to log out and log back in as another user to troubleshoot
issues with the user portal and Communication Command Center.
Delete – Delete the user from the system.
Contact Information – Add or modify phone numbers, address, email, IM contacts, etc.
Group Membership – Add or remove the user from various groups.
Voicemail Settings – Modify voicemail and email settings.
Disable Voicemail – For phones not needing voicemail (e.g., break room or copy room phone).
Send Voicemail to Email – Forwards incoming voicemail messages to the user email address. Specify whether to use MP3 or
WAV files and whether or not to save the voicemails after they have been emailed. (For users who do not check voicemail,
delete forwarded voicemails.)
Sound Prompt Language – Specify the language for system prompts played to the user. These include voicemail menus,
record file dialogs, queue log in/log out, etc.
User Operator Destination – A caller transferred to a user voicemail box can dial zero to reach an operator. Specify a custom
target extension to which zero dialers should be transferred. If left blank, the system operator extension is used.
Call Recording Policy – Modify the call recording policy for this user.
File sizes for recorded calls can be estimated with the following information:
1 second of mp3 audio = 4000 bytes of disk space (note this is not 4K or 4096, but 4000 even)
A 1 minute call requires nearly 240,000 bytes or 234KB
One hour of audio requires just over 14MB (14062KB or 14,400,000 bytes)
Another way of looking at it is this:
1GB of disk space (i.e. 1073741824 bytes) can hold approximately this much audio:
268435 seconds
4473 minutes
74.5 hours
Phones – Add, remove, or modify phones assigned to a user; see Configuring Advanced Call Routers for more information.
Secondary Numbers and Extensions – Add secondary extension numbers or external/DID numbers to this user.
Unless otherwise noted, when you make a change to any of these features it applies immediately.
59
How to Synchronize LDAP Users and Groups
Configure LDAP (Active Directory) synchronization on the Configuration > Directory Services/LDAP page. Before attempting to sync with
LDAP, create a directory group that contains only your telephone users. The added group must be a universal Security Group as other group
types are not supported. Verify that your LDAP database is up-to-date.
Syncing to an LDAP group that is incomplete, out-of-date, or that contains non-phone users will cause administrative problems. Place
telephone users into their own LDAP security group to prevent these problems.
Synchronize Users and Groups
Once you create and verify a telephone system group, you can begin the synchronization process using the following steps:
1. Log in to the Barracuda Phone System, and go to the Configuration >Directory Services/LDAP page.
2. Click Select Server, and enter the Domain, Bind Username, and Bind Password in the associated fields.
3. Click Find Servers:
a. If the Barracuda Phone System finds one or more LDAP servers, select one from the drop-down list.
b. If the Barracuda Phone System cannot find an LDAP server, you can configure the LDAP server using one of the following
methods:
i. Manual Configuration
ii. Active Directory (Manual Configuration)
iii. E-Directory (Manual Configuration)
iv. OpenLDAP/Generic (Manual Configuration)
1. When manually configuring an LDAP server you can specify the UID, and group member attributes.
4. Click Save Server Settings. The Barracuda Phone System connects to the LDAP server.
5. Once connected to the LDAP server, drill down to select your group, and then click Synchronize Now. After the synchronization is
complete, go to the Configuration > Extensions page to verify users have been added to the system.
Once the sync relationship is set up, a nightly sync will occur at 12:00 AM local time.
User and Group Extensions
When adding users to the system, the Barracuda Phone System uses the first available extension number for each user and group that is added.
Remove an LDAP Synchronization
To remove an LDAP Synchronization, click Remove LDAP Synchronization. This removes all synchronized users; manually added users
remain intact.
Search Contacts
Click Contact Search Synchronization to import all contacts into the Barracuda Phone System from the selected Active Directory source for use
in the Communication Command Center contact search feature. Mobile, office phone, and external numbers are included for everyone
discovered in the synchronization source, regardless of whether their groups are selected in the Select Synchronization Groups section.
Change Synchronization Server Settings
Click Change Connection Settings to change or update server login credentials.
Manage Deleted People
Click Manage Deleted People to review and un-delete previously deleted synced users that might have been deleted by the administrator on the
EXTENSIONS tab that were previously synced from the LDAP server.
The UID attribute used during sync is the uniquely identifying attribute used to distinguish between users. If the value for the UID
attribute changes on the LDAP Server/DC, the user will be considered a new user during a sync and the old user (with the old UID
attribute value) will be deleted on the Barracuda Phone System.
60
Understanding User Import via CSV
You can import users from a .csv file exported from a database or spreadsheet application in the Configuration > Import Users via CSV page.
Specify a CSV file – This field allows you to select a CSV file from your computer to upload. The file must adhere to the format specified
at the bottom of this help document. Entries that do not conform may be skipped during the import.
Ignore First Row – If this box is ticked, then the first row of the uploaded CSV document is ignored. This would be used if the first row of
your CSV document contained column headers.
This option is needed when using the CSV template referenced below, unless the header row was removed before import.
Downloadable CSV Template – The downloadable CSV template file has the proper column layout and row headers to be used as a
template to ensure the proper format for import. Open the template in a spreadsheet program for manual editing; or only if comfortable
with CSV syntax, edit it in a text editor.
Ensure that your spreadsheet editor does not change the CSV file to a different delimiting format when you save the file after
adding users.
Pay close attention to the allowed values and requirements for each field. Data that is not properly formatted may result in a complete failure to
import or may result in only partially imported data. The following table lists the data required in the CSV file:
Colu
mn
Name
Prima
ry
Exten
sion
First
Name
Last
Name
Voice
mail
PIN
Seco
ndary
Exten
sion
or
Numb
er
Disab
le
Voice
mail
Voice
mail
to
Email
Voice
mail
to
email
Attac
hmen
t
Delet
e
Email
ed
Voice
mail
from
the
Syste
m
Phon
e
MAC
Addr
ess
Grou
p
Mem
bersh
ip
Enabl
e Call
Recor
ding
Send
Recor
dings
to
Email
Addr
ess
Show
this
perso
n in
the
conta
ct
direct
ory
Requi
red?
Yes
Yes
Yes
Yes
No
No
No
No
No
No
No
No
No
No
Defau
lt
Value
(s)
Blank
Blank
Blank
Blank
Blank
N
(Enab
le
Voice
mail)
Blank
WAV
N
(retain
, do
not
delete
)
Blank
Blank
0
Blank
Y
(Show
the
user
in the
Conta
ct
Direct
ory)
61
Allow
ed
Value
(s)
Intege
r
Alpha
numer
ic
String
Alpha
numer
ic
String
4-digit
intege
r
Single
intege
r or
block
of
intege
rs
separ
ated
with
dashe
s
(e.g.,
"2500
-2600
").
Separ
ate
entrie
s with
semic
olons.
Y or N
Valid
email
addre
ss
WAV,
MP3,
or
NON
E
Y or N
Full
MAC
addre
sses
with
or
witho
ut
colon
s.
Multip
le
entrie
s may
be
separ
ated
by
semicolon
s.
Group
Exten
sion.
Separ
ate
entrie
s with
colon
s.
Intege
r
betwe
en
0-365
or
Blank
Valid
email
addre
ss
Y or N
Invali
d
Value
(s)
Import
will
fail
If left
blank
import
will
fail
If left
blank
import
will
fail
Any
value
shorte
r than
4
digits.
If you
enter
an
exten
sion
that
does
not
exist
within
an
exten
sion
block
or
assig
ned to
a
provid
er, the
secon
dary
exten
sion is
not
import
ed.
Any
invalid
value
result
s in
the
defaul
t
value
being
used
Any
invalid
value
result
s in
the
defaul
t
value
being
used
Any
invalid
value
result
s in
the
defaul
t
value
being
used
Any
invalid
value
will
result
in the
defaul
t
value
being
used
Any
invalid
value
result
s in
the
defaul
t
value
being
used
Any
invalid
value
result
s in
no
group
s
added
to the
user
Any
invalid
value
result
s in
the
defaul
t
value
being
used
Any
invalid
value
result
s in
the
defaul
t
value
being
used
Any
invalid
value
result
s in
the
defaul
t
value
being
used
Certai
n
value
s are
not
allowe
d for
securi
ty
purpo
ses.
For
more
inform
ation
see
Under
standi
ng
Pass
words
Polici
es.
Rema
rks
If
blank,
the
next
free
exten
sion
on
syste
m is
used,
within
exten
sion
range
s
config
ured
on
syste
m.
Verify
you
have
enoug
h
exten
sions
config
ured
to
acco
mmod
ate
the
numb
er of
users
you
will be
import
ing.
See U
nderst
andin
g
Exten
sion
Block
s.__
The
Voice
mail
PIN is
used
for
acces
sing
the
user
web
UI as
well
as
checki
ng
voice
mail,
and
for
Direct
Inwar
d
Syste
m
Acces
s
(DISA
).
_____
_____
_____
___
As
with
primar
y
exten
sions,
assig
ning
secon
dary
exten
sions
has
the
prere
quisit
e of
being
setup
in the
UI
before
user
import
. See
Under
standi
ng
Exten
sion
Block
s.
_____
_____
_____
___
This
disabl
es
user
voice
mail.
By
defaul
t, all
users
get a
voice
mail
box.
_____
_____
_____
___
This
sends
your
voice
mail
mess
ages
to
your
email
addre
ss.
You
must
have
your
mail
server
settin
gs
prope
rly
define
d for
this
functi
on to
work.
See
Mail
Serve
r
Confi
gurati
on.
_____
_____
_____
___
This
specifi
es the
audio
attach
ment
format
sent
to
your
email
addre
ss
from
the
previo
us
colum
n.
You
may
choos
e
betwe
en
MP3,
WAV
or
NON
E. If
NON
E is
select
ed,
you
are
notifie
d that
you
have
a
voice
mail.
You
must
have
your
mail
server
settin
gs
prope
rly
define
d for
this
functi
on to
work.
See
Mail
Serve
r
Confi
gurati
on.
Email
ed
voice
mail is
saved
to the
Barra
cuda
Phon
e
Syste
m loc
ally by
defaul
t. This
mean
s that
you
receiv
e an
email
with
an
attach
ment
as
well
as
local
notific
ation
to
your
phone
s.
Choo
se
Yes to
delete
voice
mail
once
the
email
notific
ation
is
sent.
_____
_____
_____
___
62
When
enteri
ng
MAC
addre
sses,
be
sure
not to
mista
ke
semic
olons
(used
for
multip
le
MAC
addre
sses)
from
colon
s
(used
within
a
single
format
ted
MAC
addre
ss).
Not
casesensiti
ve.
For
more
inform
ation
on
phone
provis
ioning
, see
Addin
g
Phon
es.
_____
_____
_____
___
This
field
adds
the
user
to the
specifi
ed
group
(s).
For
multip
le
value
s,
separ
ate
entrie
s with
colon
s. For
more
inform
ation
on
group
memb
ership
s, see
Addin
g and
Editin
g
Group
s.
_____
_____
_____
___
Enteri
ng a
value
enabl
es
Call
Recor
ding
and
sets
the
numb
er of
days
the
record
ing is
retain
ed.
Specif
ying
blank
or "0"
days
turns
off
call
record
ing.
(Other
call
record
ing
policie
s
inherit
ed by
group
or
queue
memb
ership
may
still
apply.
)
_____
_____
_____
___
If
record
ing is
enabl
ed
(see
Colu
mn
12),
record
ings
are
sent
to the
specifi
ed
email
addre
ss. If
this is
left
blank,
email
s are
not
sent
and
record
ing
shoul
d be
retriev
ed
from
the
Admin
istrato
r's
Call
Detail
Recor
ds
scree
n.
See G
roup
Permi
ssion
Roles
to
allow
other
users
to
listen
to call
record
ings.
_____
_____
_____
___
If set,
user
is
availa
ble in
the
Dial
By
Name
Direct
ory
and
show
n in
Com
munic
ation
Com
mand
Cente
r sear
ches.
Disabl
e if
user
was
added
for
utility
purpo
ses,
or
shoul
d not
be
findab
le for
any
other
reaso
ns.
_____
_____
_____
___
_____
_____
_____
___
63
64
Setting Up Inbound Call Queues
Call queues allow call centers, sales groups, and others who need a queue of inbound calls to answer calls in the order they were received. You
can create queues, add agents, and customize queue behavior.
Adding Queues
Navigate to EXTENSIONS > Inbound Call Queues and select Add New Queue. Give the queue a name, choose a music-on-hold (MOH)
scheme to use, and select an extension number. Once the queue has been created it appears in the list of queues.
Basic Queue Operation
Inbound call queues are a first-in, first-out (FIFO) mechanism that routes incoming calls to agents as efficiently as possible. For a newly-created
queue that has not been modified:
The first call received by the inbound call queue is the first call sent to an agent.
The agent who has been available the longest receives the next call.
A queued caller stays in the queue until an agent becomes available or the caller hangs up.
A queued caller hears Music on Hold (MOH) until an agent picks up.
In many cases, the default queue behavior is sufficient. Some scenarios, however, require customizing the queue behavior. The following section
describes how elements of a call queue can be tailored to meet your needs.
Editing Queues
You can configure the queue features by selecting the queue. Using the following queue feature configuration options, you can:
Queue Name – Rename the queue
Change Primary Extension – Change the extension number for the queue.
Delete – Delete the queue from the system.
Queue Agents – Add or remove agents who will answer calls in this queue.
Music On Hold – Change the MOH scheme for this queue. Callers in the queue will hear the music selected (or silence)
Break-in Announcements – Specify how often to interrupt the MOH and play one or more sound files to the callers on hold. Add as
many sound files as you like and the system will continuously loop through them. The interval frequency is the number of seconds from
the start of one prompt until the start of the next prompt, so if you have a 30 second frequency and a 10 second sound file then the caller
will hear 20 seconds of MOH between the end of one announcement and the beginning of the next. Announcements must first be
uploaded on the CONFIGURATION tab before they can be selected on this page.
Maximum Wait Time – Set the maximum time beyond which a caller will not remain in the queue. Callers are transferred to the
destination specified after this interval. For example, you could transfer the caller to a voicemail box that lets the caller leave a voice
message. See Configuring Advanced Call Routers for more information.
Agents Per Call – Specify how many agents are dialed when a single call enters the queue. For example, if you want two agents called
when a caller enters the queue then set this value to 2.
Agent Wrap-up Time Between Calls – Specify the number of seconds an agent has when a call ends, to perform necessary wrap-up
tasks (for example, updating a CRM entry), before receiving another call.
Individual Agent Ring Time – Number of seconds to ring before assuming the agent is not available. The system will then try to reach
another agent.
Queue Monitor Capacity/Wait Time Warnings – Customize how queues are displayed on the queue monitor screen. The queue
display will turn yellow for warning threshold, red for critical threshold. The thresholds are defined by a minimum number of calls in the
queue or by a single call being in the queue for a minimum amount of time, or both. See Monitoring Caller Activity for more information
on monitoring the system.
Queue Name on Phone Display – Prepend this name on agent phones when they receive a call from this queue. This is useful when
agents service multiple call queues.
Web Application Popup URL – Specify the URL that pops up when a call is received. This only applies with an open logged into the
Communication Command Center’.
Call Recording Policy – Specify a call recording policy for this queue. If no policy is set for the queue, the call recording policy for the
individual agent or any group he or she belongs to applies.
Secondary Extensions – Add a secondary extension number or external number (i.e., a DID number) to this queue.
Agent Access Extensions – Specify one or more agent access extensions for this queue. An agent access extension allows a
non-agent to pop a call off of a queue (retrieve the call). For example, a supervisor for a group of agents may notice a spike in call
volume, so he or she can dial the agent access extension to answer queue calls to help service the queue.
65
Call parking extensions allow easy parking and retrieval of incoming calls without an actual call queue. For example, a receptionist who frequently
answers calls can park them, then use an intercom page to announce that the call is holding for a person or a department.
A call parking destination actually contains three different types of extensions:
Automatic Parking Extension – This is the first extension of a block of call parking destinations. To park the call, you can perform an
attended transfer to this extension and the system will return the specific extension number from which the call can be retrieved.
Automatic Retrieval Extension – This is the last extension of a block of call parking destinations. Anyone who calls this extension is
automatically connected to the parked call in the lowest-numbered extension.
Manual Parking/Retrieval Extension – These are the middle extensions of a block of call parking destinations. Any call transferred to
an unoccupied extension can be retrieved from that slot. Any call made or transferred to an occupied extension will be bridged to the call
parked there. The slot (extension) becomes free as soon as the parked call is bridged.
When you use manual or automatic retrieval extensions, you may call the extensions, or you may transfer a caller to the extension. Users must
be careful when doing a transfer! It is entirely possible to bridge together two external callers by transferring them both to the same call parking
extension.
Adding Call Parking Extensions
Navigate to Extensions > Call Parking Extensions and click Add New Parking Extension. Give the parking extension a name, choose a
music-on-hold (MOH) scheme to use, and select an extension number. Once the parking extension has been created it appears in the list of call
parking extensions.
Editing Call Parking Extensions
Select a parking extension from the list to view its configuration. The system displays:
Automatic Parking Extension
Manual Parking/Retrieval Extension(s)
Automatic Retrieval Extension
You can also modify the following configuration options:
Rename – Rename the parking extension
Delete – Delete the parking extension from the system
Music On Hold – Modify the MOH settings for callers parked here
66
Setting Up Multi-User Conferences
Multi-user conferences allow two or more callers to converse with each other. Multi-user conferences, also called conference rooms, are
extensions which multiple parties can call to hear each other. Conference administrators can monitor and control conferences.
Adding Conferences
Navigate to EXTENSIONS > Multi-User Conferences and select Add New Conference. Give the conference a name, a music-on-hold (MOH)
scheme, and an extension number. Once the conference has been created it appears in the list of call conferences.
If a Conference is assigned a Block Extension as the Primary Extension and a single Extension as a Secondary Extension, three
callers each calling a different Block Extension will be placed in three separate Conferences. If the three callers all call the Secondary
Extension, they will all be placed in the same conference.
Editing Conferences
Select a conference from the list of conferences to view its configuration. The following configuration options are available:
Rename – Rename the conference.
Change Primary Extension – Change the primary extension number.
Delete – Delete the conference from the system.
Access Code – Specify the access code that callers must enter prior to accessing the conference. Leave blank if you do not wish to
have the conference protected by an access code.
Waiting Music – Choose the MOH scheme for this conference. The first person to enter the conference will hear music (or silence) until
at least one other member joins.
Conference Member Groups – Select the groups that will be able to monitor conferences or have administrative control.
Prompt For Name – Prompt each caller to record their name before adding them to the conference. The name is announced to the
conference before joining them to the conference.
Autogain Control (AGC) – Perform AGC on each conference member. AGC will automatically raise the gain for a member whose
volume is too low. Conversely, it will lower the gain on a member whose volume is too high.
Two Member Minimum – Automatically end the conference when only a single member remains. This does not affect the first person
who calls into conference; it only applies after two or more callers have joined.
Conference Extensions – If needed you may add a secondary extension number or external number, i.e., a direct inward dial (DID)
number, to this conference.
For information about conference call controls, refer to the Conference Call User Controls.
67
Automated Attendants and Call Routers
Automated attendants are menu-based dialogs that prompt the caller to press a key and have the system respond accordingly. A main greeting is
one example: "Thank you for calling. If you know your party’s extension, please enter it now. For Sales, press 1…"
Call routers are not dialogs, but programs that route a call based on various criteria. A classic example of a call router is time of day and day of
week routing. In this case, a call comes into the call router; the call router checks the day and time and routes the call accordingly.
In this Section
Setting Up Automated Attendants
Adding Call Routers - Firmware 2.x
Call Sequence
See Also
Group Paging
Automated Attendant Timeout
68
Automated attendants are menu-based dialogs that prompt the caller to press a key and have the system respond accordingly. Use the Extensio
n > Automated Attendants page to add a new automated attendant.
Add Automated Attendant
Navigate to Extension > Automated Attendants and select Add New Automated Attendant. Give the automated attendant a name, and select
an extension number. You must also specify a sound file that will act as the greeting. (You may optionally specify the Short Greeting Sound,
Invalid Sound, and Exit Sound.) Once the automated attendant is created, it appears in the list of automated attendants.
Edit Automated Attendant
Select an automated attendant to view its configuration. The following configuration options are available:
Rename – Rename the automated attendant
Change Primary Extension – Change the primary extension number
Delete – Delete the automated attendant from the system
Keypad – The keypad represents different keys that the caller can dial while listening to the automated attendant's greeting. Each
keypad can have one of several different options:
Do Nothing – No action will be performed
Go to the Top Menu – Navigate to the top level menu of a menu tree
Go Back One Menu – Navigate to the previous menu of a menu tree
Hang Up – Disconnect the call
Transfer to an Extension or Number – Transfer the caller to an extension number on the system or to an external phone
number. When using external numbers be sure to enter the number exactly as you would dial it from a telephone on the system,
i.e., add a leading 1, etc.
Transfer to a Person's Voicemail – Transfer the caller directly to a person's voicemail box without ringing the telephone.
Go to Another Automated Attendant – Send caller to another automated attendant – used to create menu trees.
Dial-By-Name Directory – Sends the caller to the directory when he or she can enter the first or last name of the person trying
to be reached.
Play A Sound File – Plays a sound file to the caller and then the automated attendant replays its greeting.
Summary – This displays a summary of all of the digit destinations for this automated attendant
Sound Files – Select the sound files for this automated attendant. There are five different types of sounds to configure:
Greeting Sound – Required; this is the greeting file that is played when a caller enters the automated attendant.
Short Greeting Sound – Optional; this greeting is played only after the caller has heard the greeting sound. Useful for cases where you
have a welcome message ("Thank you for calling…") and a list of options. The short greeting sound can contain only the list of options
so that the caller does not hear the welcome message on subsequent passes through this automated attendant.
Invalid Sound – Optional; sound file caller hears after making an invalid entry.
Exit Sound – Optional; sound file caller hears after not pressing any keys when about to be disconnected.
Transfer Sound – Optional; sound file caller hears before being transferred.
Other Options – Other ways to customize automated attendant:
Allow Dial-to Extension – Set this option to allow callers to dial a specific extension number. (i.e., "If you know your party's
extension, please enter it now…") Specify an optional prefix to be added to the extension number that the caller dials.
Repeat – Specify how many times the automated attendant should repeat the greeting before assuming the caller has hung up
or is not going make a selection. Do not use a short value here (i.e., less than 4 seconds) to allow for callers who wait until the
greeting ends to make a selection.
Secondary Extensions – If needed you may add a secondary extension number or an external number, i.e., a direct inward dial
(DID) number, to this automated attendant.
69
See also:
Advanced Call Routers (ACRs) route calls that match configured rules. When a call matches a rule, actions associated with the rule (such as
dialing extensions, playing sound files, or sending the caller to a dial-by-name directory) are executed on the call. Configure ACRs on the Extensi
ons > Advanced Call Routers page.
In this article:
Step 1. Add an Advanced Call Router
Step 2. Configure an Advanced Call Router
Default Action
Action Set Scope
Step 1. Add an Advanced Call Router
To create an ACR:
1. Navigate to the Extensions > Advanced Call Routers page, and click Create New Advanced Call Router.
2. In the Basic Information section, enter a name and specify the primary Extension Type:
b. Single Extension – Enter an extension within the Valid Extension Ranges.
3. In the Default Action Set section, select either an existing action set or select New Action Set from the Default Action Set drop-down
menu.
4. If this is new action set, specify a name.
5. Click Create.
Step 2. Configure an Advanced Call Router
Follow these steps to set up a rule and action set after creating an ACR. Enter the new ACR details:
1. Under Rules and Actions, click Add a Rule.
2. In the Time/Number Rule column, select a Mode, Days, Time, or Caller to indicate when this rule applies. For example, a rule could
apply only on Sunday, or when a particular mode is enabled, or for an entire day, or every weekday from 3:00 to 5:00 PM, or only when a
specified number calls the ACR. Combine these restrictions to create complex rules.
a. Mode – Select a system mode for which this rule will apply. By default, each rule applies to all modes. If the system mode does
not match one of the modes specified, the rule will be rejected, and no other scheduling rules will be evaluated, except for the D
efault Action.
b. Days – Select each day of the week when this rule applies. The rule is not applied to calls received on unselected days.
c. Time – Specify the time of day when this rule applies. All Day is 24 hours. To specify a smaller time range (such as business
hours) select a start time and an end time. The rule is not applied to calls received outside the specified time range.
d. Caller – Select Any Callers to apply the rule regardless of caller ID value. To limit the rule application to specific caller ID
values, select Caller's Number Starts With, Caller's Number Ends With, Caller's Number Is, or Caller's Number Matches
Regular Expression.
e. Match – Specify the Caller ID value or regular expression to match.
3. In the Action Set column, select an action set. Choose Default Action, or choose New Action Set to create a new action set, or choose
any other listed action set available for this ACR. If you select New Action Set, enter a name for the new action set. Click Add.
4. In the Rules and Actions table, select the newly created rule to expand it.
5. Select Edit next to the Action Set to open the detail page for the new action set.
6. Click Create an Action in the Action List table.
7. In the Action column, select the action to perform.
a. Call Phone Numbers – Call one or more external phone numbers. Numbers are dialed simultaneously. The Ring Time value
specifies how long to let the target phone numbers ring before assuming that they are not answered. If the target is unanswered,
then the next action in the action set is performed. Use the Confirmation Prompt and Prompt Sound to make sure that a
human rather than an answering machine or voicemail has answered the call. If there is no press 1 in response before the Ring
Time timeout, the call is considered unanswered and the router performs the next action.
b. Play A Sound File – Play the specified sound prompt.
c. Go to the Dial-by-Name Directory – Transfer the caller to the Dial-by-Name Directory.
d. Go to the Direct Inward System Access (DISA) – Send the caller to the DISA prompt. See Direct Inward System Access
(DISA) for details on how DISA works.
e. Try Calling an Extension – Call an extension on the system, selected from the list. If unanswered, the router performs the next
action.
8. The Destination/Options column displays options for the action you have selected. Options differ depending on the selected action.
9. By default, the Final Action is Disconnect the Call. The selected final action executes after all other actions have completed.
a.
70
9.
a.
b.
c.
d.
e.
f.
g.
h.
i.
Disconnect the Call – Hangs up on the caller.
Transfer to an Extension or Number – Blind transfers the call to the specified extension or phone number.
Transfer to a Person's Voicemail – Sends the call to a person's voicemail box to leave a message.
Wait for a Fax, Then Email – Waits for a fax tone from the caller, and then accepts the fax transmission. The fax will be
converted to PDF and emailed to the addresses listed. (Use a comma-separated list of addresses to specify more than one.)
Transfer to Voicemail Login Prompt – Sends the caller to the voicemail login dialog. (Useful for external users calling in to
retrieve voicemail from a remote location.)
Group Page – Performs a group page to the selected group. Select between a live page (the system broadcasts the audio in
real time) or record and page, where the system records the announcement and then performs a cascading page to all the users
in the target group.
Perform an Echo Test – Sends caller to the echo test. Useful for testing newly assigned phones.
Play Milliwatt Tone – Plays a 1004Hz tone to the caller. Useful for testing audio being sent to external endpoints.
Send the Call to a Provider Gateway or Port – Sends the call out using the specified gateway or port. The digits sent are the
extension number of the advanced call router. For example, if the call router is extension number 2491 then 2491 is sent to the
provider or port number.
At this point, the new ACR has one rule defined, and one corresponding action set. You may add an unlimited number of rules, and an unlimited
number of action sets; however, each rule has one and only one action set associated with it.
Default Action
The Default Action is the action set automatically executed for an ACR if no other action sets have been created, or if no rules are applicable
when a call is received.
Action Set Scope
By default, created action sets are considered Local action sets, which means that they are only available for one ACR. You can change an
action set to a Global action set using step 5. above to edit the detail screen for that action set, and modifying the Scope option. Global action
sets are visible in other ACRs, which may save time if you find that many ACRs need similar action sets.
Global action sets cannot be converted back into local action sets.
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Adding Call Routers - Firmware 2.x
This article refers to Barracuda Phone System firmware 2.x.
Add New Call Router
To add a call router,
1. Navigate to Extensions > Automated Attendants, and click Add New Call Router.
2. Enter a call router name, and specify the Extension Type:
b. Single Extension – Enter an extension within the Valid Extension Ranges.
3. Click Add. Once the call router has been created it appears in the list of automated attendants.
Edit a Call Router
In the Extensions > Automated Attendants page, select a call router from the list of automated attendants to view its configuration. The
following configuration options are available:
Rename – Rename the call router
Change Primary Extension – Change the primary extension number
Delete – Delete the call router from the system
Add a Rule – Add a time-based rule. (See below)
Default Action – The call router will always default to this action if no other rule applies. In some call routing cases the default action is
the only action that is desired. An example is a call router whose sole purpose is to listen for a fax tone and accept a fax transmission. All
actions have several options which are listed below.
Secondary Extensions – If needed you may add a secondary extension number or external number (i.e., a DID number) to this
conference.
All actions have several configuration options. They have a calling sequence and a fallback action that takes place if the calling sequence does
not result in a connected phone call. The calling sequence is optional, and if left blank then the fallback action is performed immediately. For call
sequence details, refer to Call Sequence.
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Call Sequence
See also:
A call sequence contains a list of extension numbers to dial when a call comes in to the router. You may specify multiple extensions to be dialed.
These extensions can be dialed simultaneously, sequentially, or a combination of both.
Call sequences also have Advanced Options so you can customize the router behavior when dialed extensions in the sequence. You can
specify the timeout value, which is the amount of time that the router will ring a particular extension (or extensions) in the sequence before
moving on to the next extension(s) in the sequence. You may also specify an optional confirmation message which is played when an extension
in the sequence answers. If confirmation is enabled, the called extension must press the 1 key in order to receive the call. (This is useful in cases
where you do not wish to have someone's voicemail "answer" the call.)
Call routers also have an Add actions/Set options link. Select this to see additional parameters that you can customize:
Add an Action – This lets you add multiple actions to the calling sequence. The available actions are:
Call Phone Numbers – Sends the caller to an extension or external phone number. This is a blind transfer that does not check call
progress but sends the caller to the destination number.
Play a Sound File – Plays the specified sound file to the caller and moves on in the sequence.
Go to the Dial-by-name Directory – Sends the caller to the dial-by-name directory
Go to Direct Inward System Access (DISA) – Connect the caller with the DISA automated attendant extension.
Try Calling an Extension – Attempts an extension, just like in the call sequence, including the option of using confirmation.
Enable Silent Hold – Overrides any MOH options later in the call and always performs a silent hold instead of sending any music or
break-in-announcements.
Record the Call – Overrides any call recording policy encounter later in the call flow and always records the call.
Set Caller ID – Specifies the caller ID on any outbound calls made from this router.
Detect Faxes – Enable fax detection on this call. If a fax is detected, accept it and send it to the email specified. If not, continue
processing the call.
All calling sequences end with If the call is not answered. When the sequence is not answered (or not specified) then the action listed will be
performed. The following actions are available:
Disconnect the Call – Hangs up on the caller
Transfer – Unequivocal transfer to an extension or phone number. Once transferred, the call router no longer has any control over the
call
Transfer to a User's Voicemail – Send the call directly to a user's voicemail box without ringing the person's phone
Wait for a Fax – Wait for the calling party to transmit a fax. If the other party sends a fax, receive it and send it to the email address
specified, otherwise do nothing.
Transfer to Voicemail Login Prompt – Send the call to the voicemail login dialog. For example, if you want external callers to be able
to log in to a voice mailbox, use this option. The dialog will ask for the person's extension number and then voicemail PIN.
Perform an Echo Test – Useful for testing new phones or phones at remote locations. The audio sent from the far end is "echoed" back
immediately. The longer it takes for the audio to be echoed back, the larger the latency in the connection.
Play Milliwatt Tone – Sends a 1004Hz tone over the line. Useful for testing a line's capacity to send audio. Any breaks in the tone may
indicate a poor quality connection.
Send to Gateway – Send the call to a service provider or gateway so that an external connection can be made. This is useful in cases
where one or more extensions reside on a different Barracuda Phone System.
You can add a time-based rule with these steps. Select Change to bring up sliders to adjust the days of the week and time of day for which the
rule applies. You can also specify matching rules for the caller's phone number:
Caller's Number Is – An exact match to the caller's number. Good for blacklisting or whitelisting a specific phone number.
Caller's Number Starts With – Match the beginning of the caller's phone number. Useful for doing an area code match.
Caller's Number Ends With – Match the end of the caller's phone number.
Regular Expression – Match caller's phone number to a regular expression. Allows very specific matching.
Advanced Features
The Barracuda Phone System supports a number of advanced features for users and telephones.
In this Section
Shared Line Appearance
Group Paging
Web Application Pop-Up URL
Manually Monitor Call Parking Lot Extensions
Day / Night Mode
See Also
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74
Shared Line Appearance
Shared line appearance (SLA) allows one telephone to have a button (or a key) shared with another extension. Most telephone models have a
busy lamp field (BLF) feature that accompanies the share line. The BLF turns on when the line is in use. Most commonly, it is green when you
use the line, red when someone else is using it. When you place the call on hold, your line key flashes green; when another person places the
call on hold the light flashes red. In most cases a shared line call can be placed on hold on one phone and picked up on another phone.
Configuring shared line appearance requires you to:
Edit a phone,
Assign a line, and
Choose to allow or deny the barge-in feature; if barge-in is allowed then a phone with a shared line can barge-into an in-progress call:
use with caution.
You need at least two telephones to set up SLA. In a boss-assistant scenario, the assistant's phone would have a button shared with the boss’s
phone. If the boss’s phone is extension 2010 and the assistant's phone is 2009 then you can set up a shared line by following these steps:
1. Navigate to EXTENSIONS > People and select extension 2010 to bring up the user settings for the boss. In the Phones section, click on
the boss's phone. Under Lines and Utility Buttons make sure that Button 1 has SLA On under Shared Line.
2. Go back to People and select extension 2009 to bring up the user settings for the assistant. In the Phones section, click on the assistant
's phone entry in the table.
3. Locate the key you want to use for SLA (white keys are empty). Select Line; a new view opens.
4. Click Share a different line for the Line Type, and for Existing Phone Line Extension enter 2010. Click Apply and the new line key
appears near the top of the list of keys.
5. For the new line key, click SLA On from the Shared Line column. Click the Back link (near Edit Phone) to return to the user page. The
phone reboots.
When calls come in to the boss’s phone (extension 2010) it will still ring normally, however, 2009 will also ring. Depending on the phone model,
the button next to 2010 will flash while the call is ringing. The assistant can answer the call and place it on hold, and the boss can pick it up on his
or her phone.
Be careful when sharing lines among phones that do and do not support high definition (HD) voice. For example, a Polycom 550
supports G.722 but the Polycom 321 does not, yet they can share a line. If a call is established in G.722 on the Polycom 550 then the
Polycom 321 will not be able to pick up that particular call.
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Group Paging
Group paging allows you to broadcast announcements on the speakers of one or more telephones. To configure group paging, you first create a
group, add the appropriate users to the group, and create a call router that performs group paging. Not all phone models support this feature, and
each phone that does support it may behave a bit differently. For example, some phones may ring or beep before going into intercom mode.
You need at least two phones to test group paging: a phone in the group, and another phone outside the group. Start by creating a group and
adding one or more phones to the group.
In the following example, 2050 is the group extension number.
Set Up Group Paging
Use the following steps to create a call router and set up group paging:
1. Navigate to Extensions > Advanced Call Routers, and create a new call router named Test Page using extension number 2100.
2. In the Default Action Set section, select New Action Set from the Default Action Set menu, and enter Page Group 2050 for the set
name. Click Create. The edit call router page opens.
Click Manage Action Sets and select Page Group 2050.
In the Final Action section, from the If the call is not answered menu, select Page a Group and select 2050 as the Destination.
Select the Paging Method: either Live or Record and Playback. Click Save. The group paging extension is now ready to test.
From a phone outside of the paging group, dial 2100. You will hear a beep; after the beep ends make an announcement:
a. If the group page is set for Live Speaking, then the page happens immediately.
b. If it is set for Pre-recorded Message, then the Barracuda Phone System records your message and then initiates the page. To
end the recording, remain silent for three seconds or press the # key.
7. Each phone in the group goes into intercom mode and broadcasts the announcement over the speaker. Most phone models default to
polite paging mode, so the announcement does not broadcast when the phone is in use.
3.
4.
5.
6.
If you have page groups with many members, use Record and Playback as the paging type.
Important
If you use Live Speaking to initiate a group page to many users, unpredictable results may occur. A live speaking group page is
considered a one-way call to every phone in the group, so it may saturate the link connecting the Barracuda Phone System to the LAN.
This may result in some phones missing the page due to circumstances beyond the control of the Barracuda Phone System, such as
an Ethernet switch or other network congestion. Also, congestion may occur at the Barracuda Phone System, if the system is near the
concurrent call capacity. Test this paging method when your network is operating at normal capacity so you understand how the
network responds to live speaking group pages.
You should also consider the maximum number of concurrent calls your Barracuda Phone System model handles. Because each page
recipient is a separate call, the group page may cause you to exceed the maximum number of concurrent calls and cause degraded
call processing or quality, or other adverse effects.
The Record and Playback / Pre-recorded Message paging type can alleviate many network congestion issues by sending the page
in waves to phones in the group, thus reducing the number of simultaneous calls.
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In some cases you may want to route a caller to an Automated Attendant, but you need a failover action if the caller does not or cannot enter any
digits (e.g., rotary telephones). You can accomplish this with a call router in conjunction with an automated attendant.
The following example uses an automated attendant at extension 2061 and a call router at extension 2060. If the caller fails to press any digit
after the automated attendant plays twice, the call is transferred to extension 2000. To begin this call flow, route and/or place a call to extension 2
060.
Set Timeout
Use the following steps to set the automated attendant timeout.
Step 1. Create an Automated Attendant
1. Navigate to Extensions > Automated Attendants, and click Create New Automated Attendant.
2. Name the Automated Attendant, assign your greeting, and enter 2061 as the extension number.
3. Click Create.
4. In the Prompt Repeat section, change the Repeat the Prompt value to 2.
5. Optionally change the Repeat Prompts Every to a shorter value.
Step 2. Create a Call Router
1. Navigate to Extensions > Advanced Call Routers, and click Create New Advanced Call Router.
2. Enter a router name, enter 2060 as the extension number, and select New Action Set in the Default Action Set section.
3.
4.
5.
6.
7.
8.
Type a name for the Default Action Set. (For example, 'Try main AA then xfer to receptionist'.)
Click Create.
In the Default Action section, click Edit to the right of the action set.
Click the Create an Action button.
Change the Action drop-down to Try Calling an Extension.
Click the Extension box in the Destination/Options column and type 2061.
9. In the Final Action section, select Transfer to an Extension or Number from the drop-down menu, and enter 2000 in the Destination
field.
10. Click Save.
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Web Application Pop-Up URL
In this article
Create the Sample Call Router
Test the Pop-Up URL
Available Pop-up URL Data Fields
Web Application Pop-up URL Example: SalesForce.com
The Barracuda Phone System Communication Command Center can pop up a web browser when a call comes into a user from a queue or a call
router. This feature allows incoming calls to activate user-defined features from the browser. Configure the URL using the queue or call router co
nfiguration. The target URL can be anything you define, for example, a Google search. The following example demonstrates one way to use this
feature.
Create the Sample Call Router
To create a call router
1.
2.
3.
4.
Create a new call router in the Extensions > Advanced Call Routers page, and specify the target extension 2009.
Select New Action Set, and enter a name to identify the action set.
Click Create. In the Default Action section, click Edit to the right of the Default Action Set.
In the Options section, turn on Launch Web Application Popup, and specify the URL: http://www.google.com/webhp?hl=en#h
l=en&output=search&q=__CID__
5. Click Save.
Test the Pop-Up URL
For this Call Router, set an external number as a secondary extension to allow an outside caller to dial directly into the call router for the test. (An
inbound call to a telephone manually transferred to the call router, or an outside call into an automated attendant transferred to your call router
could have been used to test this feature as well.) Once the call hits the call router, it is sent to the target extension.
Be sure to enable pop-up windows on your browser before testing this feature. Most browsers allow exceptions to pop-up blocking
rules.
1. Open a new browser window, and log in to the Communication Command Center for the user whose extension was specified as the
target.
2. To test this feature, call the Call Router. Extension 2009 rings. Answer the call, and a new browser window opens and performs a
Google search on the caller ID number.
3. The following shows a browser lookup for a call coming in from Barracuda Networks HQ:
4. The call is established a few moments before the screen actually pops up, depending upon the speed of your network connection.
Available Pop-up URL Data Fields
Table 1 lists the available data fields when specifying pop up URLs.
Table 1. Available Data Fields.
Field
Description
__CID__
Caller ID Number
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__CIDNAME__
Caller ID Name
__DESTNUM__
Destination Number (usually the extension number of the router or
queue)
__ORIGDESTNUM__
Original destination number (usually the phone number the caller
dialed before being transferred).
To display each field in use, you can use the following Perl CGI script on a web server you control:
#!/usr/bin/perl
use strict;
use CGI qw(:standard);
my $q = CGI->new;
print $q->header();
print $q->start_html('Test');
my @params = $q->param;
foreach ( sort @params ) {
print $q->p("$_: " . $q->param($_));
}
print $q->end_html;
Put the script into the cgi-bin directory of your web server, then use this URL in your call router or queue:
http://1.2.3.4/cgi-bin/test.cgi?CID=__CID__&CIDNAME=__CIDNAME__&DESTNUM=__DESTNUM__&ORIGDESTNUM=__ORIGDESTN
UM_
The script displays the value for each field. Following is a simple PHP example:
print “<pre>\n”;
foreach ($_REQUEST as $key => $val) {
print “$key: $val\n”;
}
print “</pre>\n”;
Put the script into the cgi-bin directory of your web server, then use this URL in your call router or queue:
http://1.2.3.4/cgi-bin/test.php?CID=__CID__&CIDNAME=__CIDNAME__&DESTNUM=__DESTNUM__&ORIGDESTNUM=__ORIGDESTN
UM__
The script displays the value for each field.
Web Application Pop-up URL Example: SalesForce.com
The following URL has been used to allow the browser to search the user's SalesForce.com account for the incoming caller ID value. Note that
the user must be logged in to SalesForce in the same browser as the Communication Command Center . URL:
https://na4.salesforce.com/search/SearchResults?searchType=1&sen=0&setLast=1&sbstr=__CID__&search=Sear
ch
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Manually Monitor Call Parking Lot Extensions
Required Product Version
This article applies to firmware versions 2.6.006 and 3.0 or higher.
Call parking lots are a convenient way to put callers on hold without keeping your phone active on a call. You can use Blinking Light Fields (BLFs)
in conjunction with call parking lots to monitor call parking "space" status.
In this article:
Use Case
Prerequisites
Call Parking Lot Example
Step 1. Create Blinking Light Fields
Step 2. Use the BLF/Line Monitor Feature
Use Case
When migrating from key line systems and other legacy PBX systems, end-users may be used to manually
transferring a call to a parking lot "space" instead of having the Barracuda Phone System announce the
parked lot to the person originating the attended transfer. If users manually transfer callers to call parking
spaces without knowing if that space is occupied, then conceivably two outside callers could be joined together
in an ad-hoc conference bridge. To prevent this from happening use BLFs on the phone of the person
originating the transfer.
Prerequisites
Before getting started, create a call parking lot range on the EXTENSIONS > Call Parking Lots page. For more information, see Setting Up Call
Parking Extensions.
Call Parking Lot Example
The following example assumes:
Call parking lot extension range is x200-x205.
x200 is the the announcement extension for auto parking calls (not used in this example)
x201-x204 is the parking lot range.
x205 is the parking lot pickup extension (not used in this example)
Step 1. Create Blinking Light Fields
1. Select a user from the EXTENSIONS > Users page, and then select the person's phone. Within the phone configuration in the Lines
and Utility Buttons section, create a new line appearance and use the BLF/Line Monitor function.
Note that BLF support varies from model to model, refer to Supported Phones Matrix for a list of supported functions.
2. Set the extension to monitor 201.
3. Click Add and enter a button label.
4. Repeat steps 1 through 3 above for each parking lot extension you want to monitor.
5. Click Reboot Phone or navigate away from the phone configuration page to reboot the phone.
Step 2. Use the BLF/Line Monitor Feature
BLF LED cadence and color vary across manufacturer.
Depending on phone model and manufacturer, some physical buttons may not support BLFs.
The BLF function in Polycom documentation is sometimes referred to as Buddy Watch.
1. Transfer the caller blind using the phone's transfer button in conjunction with keying in the manual call parking lot extension. Depending
on the model, the transfer button may support pressing the BLF line button instead of manually typing in the extension number.
2. Once the call is transferred and the phone is idle, on phones that are monitoring the call parking spaces, the BLF key LED will light
indicating that there is a caller waiting in a call parking lot space.
3. On the phone that is to answer the caller, press the BLF key in question to bridge the call.
As with any kind of shared line appearances (e.g., BLFs, Shared Lines, SLA, etc.) each appearance button is a subscription to the
Barracuda Phone System. As a result, phones that are behind NAT routers or networks with high latency or packet loss can cause the
BLFs to reflect an inaccurate line state. As more subscriptions are added to phones, the amount of traffic on the link increases. Even
80
though the line subscription messages are small in size, the volume of traffic can become an issue on networks using switching
equipment that has small packet buffers or other scale limitations.
81
Day / Night Mode
This article refers to Barracuda Phone System firmware 3.1.002 or higher.
Day / Night provides more flexibility to end-users to change Advanced Call Router call flows without being constrained to administrator-set ACR
time of day or day of week rules. The Admin user or other users who are a member of a group with the Switch Mode or Administrator permissi
on enabled can change the current system mode on the Configuration > System page. Additionally these users can also change the system
mode from Day to Night or vice versa by dialing *663 from their telephone keypad.
Consider the following scenario:
During Day mode the phone system should deliver calls x100, a group of users, and if the call is not answered, send the call to a x200's
voicemail
During Night mode the phone system should deliver calls to an outside call answering service at 18005551212.
John Smith at x300 should have the ability to change the system mode.
In order to facilitate this scenario you first configure the Advanced Call Router for Day/Night mode:
1.
2.
3.
4.
5.
6.
7.
8.
9.
As a admin user on the Extension > Advanced Call Routers page, click Create Advanced Call Router.
Provide a ACR name in the Router Name field that is meaningful to you (i.e. Main Inbound)
In the Default Action Set name field type Night Callflow.
Click Create.
Click the Add a Rule button. In the Time/Number Rule column, uncheck the (All Modes) checkbox and then check Day.
In the Action Set column, leave the drop-down set to (New Action Set) and type Day Callflow in the empty text box to the right.
Click the Add button.
Click either Manage Action Sets buttons.
Click anywhere on the Day Callflow row. Then configure this action set per the scenario:
a. Click the Create an Action button. From the Action column drop-down box select Try Calling an Extension. Select the Exte
nsion widget, type 100, and then click the Add button.
b. In the Final Action section, in the drop-down box labeled If the call is not answered select Transfer to Person's Voicemail a
nd in the Extension widget type 200.
10. Use the breadcrumbs at the top of the page to navigate back to the Manage Router Action Sets. Click anywhere on the Night Callflow r
ow. Then configure this action set per the scenario:
a. In the Final Action section, in the drop-down box labeled If the call is not answered select Transfer to Extension or Number
and in the Destination field type 18005551212, and then click the Add button.
Finally you configure the Group extension to allow mode switching:
1. As an admin user on the Extensions > Groups page, click Create a New Group.
2. Provide a Group name that is meaningful to you (i.e. Switch Mode Group), select Single Extension from the Extension Type drop-dow
n, type 100 in the Extension field and then click Create.
3. Click the Add a Member button and in the Select a Person widget, type John Smith or 300 and then click the Add button.
4. Cick the Add a Permission button and then in the drop-down select Switch Modes and then click Add.
Effectively, when night mode is enabled, the Day Callflow action set will never be used and the phone system will default to the Default Action S
et ('Night Callflow'). The Barracuda Phone System, out of the box, has the system mode set to Day. If you wish to change the mode John Smith
can select the system mode on Configuration > System or by dialing *663 from his telephone keypad.
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Feature Access Codes
The following table lists features and the associated access code:
Code
Feature
0
Call system operator.
*98
Access voicemail.
**xxxx
Call (or transfer) directly to xxxx's voicemail box.
**xxxx*1
Connect to extension xxxx in intercom mode.
**2
Record on demand. Use on live call; requires on-demand record
permission.
**3
Set/Update Client Matters Code for inbound or outbound calls during
the call.
*8
System call pickup. Answers first ringing call anywhere in system.
*8xxxx
Directed call pickup. Answers call ringing at xxxx.
*9
Voicemail monitor. Listen live as caller leaves voicemail, press *2 to
"take back" the call. Firmware version 2.6.5 and higher.
*123
Hotseat login/logout.
*321
Permaseat provisioning. Requires admin permission.
*999
Inbound Call Queue login. Requires that the user is in a queue and
the phone is assigned to the user.
*732
Sound Prompt Record. Requires that the user is a member of group
that has administrator permissions set.
*663
Change System Mode. Requires that the user is a member of group
that has administrator or switch mode permissions set. Firmware
version 3.1.002 and higher.
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Setting up Faxing
Important Notice about VoIP Faxing
The Barracuda Phone System is capable of reliable fax receipt and delivery. It is very important to remember, however, that the ability
to send and receive fax messages using the Barracuda Phone System is also determined by network quality and provider support.
Local and Public Network problems such as dropped packets, latency, and jitter will significantly affect the ability to properly handle
facsimile messages. Telephone Service Provider support is also critical to reliable fax message handling, and one of the most
important steps in setting up fax handling is ensuring that the provider fully supports fax messaging.
Use only one fax detection method at any given time in a call flow. Using multiple methods will result in unexpected behavior.
Facsimile message handling, while not as common as it used to be, is still a common business tool. The Barracuda Phone System is capable of
fax receipt and transmission using a verity of methods and configurations in order to meet your needs. Use the articles in this section to set up fax
receipt and delivery on the Barracuda Phone System.
In this Section
Analogue Fax Machines
Detecting Faxes
Wait for Faxes
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Analogue Fax Machines
Required Product Version
This article applies to Barracuda Phone System firmware version 2.6.006 or 3.0 or higher.
Only one fax detection method should be used at any given time in a call flow. Using multiple methods will result in unexpected
behavior.
In this article:
Analogue Fax Scenario
Required Hardware
Physical Connection Configuration
Initial ATA Provisioning
Device Configuration
Test Sending/Receiving Faxes
Troubleshooting
Analogue Fax Scenario
Using an analogue fax machine is the most familiar to end-users. Typically, modern day analogue fax machines are all-in-one devices that offer
an integrated solution for document management in the workplace.
Required Hardware
In order for the fax machine to communicate with the Barracuda Phone System over Ethernet and by extension use SIP, a device that converts
the SIP messaging and audio from the Barracuda Phone System to an analogue twisted wire pair is required. These devices are called Analogue
Telephony Adaptors (ATAs) and come in two types: Foreign Exchange Office (FXO) ATAs and Foreign Exchange Station (FXS) ATAs.
FXS and FXO refer to the type of analogue port the device supports. FXO ports receive voltage (for connections to/from a Telco Central Office)
and FXS ports provide "battery voltage" (in North America, ~48 volts D.C. on-hook, ~6-9 volts D.C. off-hook, ~90 volts A.C. superimposed over
~48 volts D.C on-hook during ringing) to analogue stations such as phones, fax machines, or even analogue PBXs. In order to use a traditional
analogue fax machine, you must use an ATA with FXS ports. ATAs are a transitional technology from POTS to SIP and therefore there are a
limited number of manufacturers that produce them. Provisionable FXS devices are listed in the Barracuda Phone System Supported Phones
Matrix.
Physical Connection Configuration
1.
2.
3.
4.
Connect the Internet or WAN port on the ATA to your core switch.
Connect the analogue fax machine to the Phone or FXS port on the ATA.
Power on the ATA
If the network segment you connected is in the same LAN as the Barracuda Phone System and auto-provisioning is enabled, proceed to
the Device configuration section below, otherwise completed the Initial Provisioning of the ATA section.
Initial ATA Provisioning
1. If the ATA is on a different network from the Barracuda Phone System, confirm its IP address from your DHCP server or via the
Interactive Voice Response menu (depending on model, if equipped) on the ATA. Consult your ATA manual for details on this procedure.
2. Once you obtain the IP of the ATA, open a web browser and navigate to its web server (e.g., http://abc.def.ghi.jkl/ where abc.def.ghi.jk
l is the IP address).
3. Follow the instructions outlined on the Manual Provisioning by Manufacturer page to provision the device to the Barracuda Phone
System.
Device Configuration
1. Once the device initially provisions and is idle, assign it to a primary extension and then assign it a public secondary extension. For
details, consult Assigning Phones and Secondary Extensions.
2. The device should reboot one more time to complete its provisioning.
3.
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3. Disable voicemail for the ATA. This prevents the Barracuda Phone System voicemail interactive voice response system from answering
the call in the event that the fax machine is busy.
Test Sending/Receiving Faxes
Send a fax inbound and outbound via the analogue fax machine to test whether fax transmission is successful.
Troubleshooting
Common problems include:
Not assigning a public number to the ATA's extension resulting in a busy signal or indefinite ringing.
The fax machine answers but the calling party fax disconnects prematurely. This is usually a result of the called party fax machine failing
to train successfully to the calling party's fax machine (or vice versa). High Speed Modem Training failure can result from a number of
different things:
Baud rate is too high
ECM mode is enabled
Lowering the baud rate and disabling ECM mode on either the calling party fax machine or called party fax machine
typically clears up many training failures.
If the ATA is remote from the Barracuda Phone System, it is possible that there is a SIP ALG or other NAT firewall issue on
either the Barracuda Phone System or the ATA's local default gateway to the internet.
The use of the G.711 audio codec on a high jitter and/or high packet loss network and the failure to negotiate T.38.
ATA may need to be rebooted. Depending on network conditions and the firmware version the ATA, the ATA might not have fully
provisioned correctly. Reboot the ATA and try again.
If you continue to run into problems, contact Support.
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Detecting Faxes
This method listens to an answered call, intercepts the call if it hears fax tones (the CNG tone), processes the fax, and delivers it to an email
address. This method listens to an active line, so it requires the call to be answered by another action. This method cannot use a dedicated fax
number as it does not answer the call itself, and delivers all faxes to a statically assigned email address.
In this article:
Fax Detection Scenarios
Sample Call Flow Utilizing Fax Detection
Step 2. Create a New Advanced Call Router
Step 3. Edit the Call Router
Step 4. Configuring the hardware Analogue ports
Frequently Asked Questions about Faxes Received by a Wait For Fax or Detect Fax Action
When a modern analogue fax machine seizes a line to place an outbound call, after it dials the destination
number it automatically starts to send a CNG tone even when there is ringback from the called party's fax
machine. The CNG tone cadence is 1100Hz played for ~0.5 seconds followed by a ~3 second silent period.
Fax detect is an option on a call router or via Find Me Forwarding that listens for a CNG tone from a calling
party's fax machine. Once the CNG tone is detected, the call is processed as a fax call and delivered via email
similar to a Wait for Fax action. The Barracuda Phone System inserts five seconds of simulated ringback tone
while it attempts detection of the CNG tone.
If fax detection fails to detect the CNG tone, the call proceeds as defined in the call flow of the advanced call router / Find Me Forwarding.
Typically the failure is a result of jitter or packet loss on the link from the ITSP/SIP provider, under/over voltage on an analogue trunk or PRI trunk
(if equipped), B-channel timing errors/line code violations on a PRI circuit or the calling party fax machine does not support or has disabled CNG
tones.
Fax Detection Scenarios
Typical scenarios where fax detection is employed are when you need to conserve DID/external numbers due to cost or technological needs. An
example deployment might be:
On a 270b or 'a' unit that utilizes analogue trunks either via direct hardware connections or via an Analogue Telephony Adaptor /
Analogue FXO gateway. For more information, see Supported Phones and Features.
Calls are delivered to an Advanced Call Router that sends voice calls to an Automated Attendant or diverts inbound faxes directly to
email if the CNG tone is detected.
Sample Call Flow Utilizing Fax Detection
This section describes an example call flow that utilizes fax detection, including:
When a call is placed from the PSTN to (408) 867-5309 during business hours (Monday-Friday 8:00AM-5:00PM), the Barracuda Phone
System answers the call from the analogue trunk.
Send the call to the Advanced Call Router called Main Inbound at extension 200.
The calling party hears five seconds of simulated ringback while fax detection occurs.
If the CNG tone is detected, the fax is emailed to [email protected]. Once the fax is successfully received, hang-up.
If the CNG tone is not detected or if it is a voice call, try calling the Automated Attendant at extension 190 called Main Inbound AA.
If the calling party does not enter any digits because they are either unable to or unwilling to, transfer the call to the receptionist at
extension 150 (Jane Doe).
If the call is received outside of business hours:
If the CNG tone is detected, the fax is emailed to [email protected]. Once the fax is successfully received, hang-up.
Send the call to the receptionist's voicemail at extension 150 (Jane Doe).
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For complete details on creating an Automated Attendant, refer to Setting Up Automated Attendants. For this example, the attendant is at
extension 190 and is named Main Inbound AA. Ensure that the Repeat value is set to 1.
1. Navigate to the EXTENSIONS > Advanced Call Routers page.
2. Click Create New Advanced Call Router in the upper right of the page.
3. Type the name in the Router Name field (e.g., type Main Inbound).
4. From the Extension Type drop-down menu, select Single Extension, and then type 200.
5. From the Default Action drop-down box, verify (New Action Set) is selected.
6. Type a name for the new action set (e.g., type After hours Callflow).
7. Click Create.
Step 3. Edit the Call Router
1. While editing the call router from Step 2. Create a new Advanced Call Router above, click Add a Rule, and then select in the Time/Num
ber Rule column with the conditions Monday-Friday, 8:00AM-5:00PM.
2. (New Action Set) is already set. Type Business Hours Callflow in the empty Action Set name field, and then click Add.
3.
4.
5.
6.
Click either Manage Action Sets buttons.
Click the row for the newly created action set ( Business Hours Callflow ) .
Click Create an Action.
From the Action drop-down menu, select Try Calling an Extension, and then click inside the Extension box to the right and type 190.
7. When finished, click Add.
8. In the Options section, select Detect and Email Faxes. Type in the email address [email protected].
9. In the If the call is not answered field in the Final Action section, select Transfer to an Extension or Number and type 150 in the
resulting text field that appears.
10. Navigate back to the previous screen ( Manage Router Action Sets ) using the bread crumbs at the top of the page.
11. Click on the row button for the default action set (configured in Step 2. Create a new Advanced Call Router, called After hours Callflow)
.
12. In the Options section, select Detect and Email Faxes. Type in the email address [email protected].
13. In the If the call is not answered field in the Final Action section, select Transfer to a Person's Voicemail, and type 150 in the
resulting text field.
Step 4. Configuring the hardware Analogue ports
1. Navigate to the PROVIDERS > Hardware Providers page.
2. Click the requisite Analogue port where calls are to come in from the Central Office.
3. In the Send To field, type 200.
Frequently Asked Questions about Faxes Received by a Wait For Fax or Detect Fax Action
1. How long does the Barracuda Phone System retain retained fax messages when the fax is successfully received but not queued for
delivery to the mail server?
The Barracuda Phone System retains faxes for seven days if the message is not queued by the message transport agent (MTA)
on the Barracuda Phone System.
2. How can I view the faxes if the mail server is misconfigured?
You can view the non-delivered faxes in the Call Detail Records page. For each successfully received fax, there is a PDF
download link in the Recorded File/Fax column on the far right of the web interface.
3. Once the inbound fax is delivered to the mail server via Wait for Fax or via Detect Fax, what happens to the fax on the Barracuda
Phone System?
The fax is deleted from the Barracuda Phone System.
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Wait for Faxes
This method delivers all inbound calls for a specified number to a fax handling engine on the Barracuda Phone System. It then processes the fax
and delivers it via PDF to a specified email address. This method requires a dedicated fax number, delivers all faxes to a statically defined email
address, and utilizes advanced call routers.
In this article:
Wait for Fax Scenario
Requirements
Sample Call Flow Utilizing Wait for Faxes
Step 2. Assign a Public Secondary Extension to the Call Router
Step 3. Edit the Advanced Call Router
Frequently Asked Questions about faxes received by a Wait For Fax or Detect Fax action
Wait for Fax Scenario
This setup is typically used for inbound fax delivery to a distribution list for groups of users or specific people.
Requirements
This method requires a dedicated external Direct Inward Dialing (DID) extension from your telephone provider. Ensure that you add the DID as an
external number on that provider's gateway configuration page. For more information, see Understanding Extension Blocks. Additionally, verify
that your mail settings are properly defined. See Mail Server Configuration for information on mail server setup options. If you send faxes to a
distribution list/group email address, verify your collaboration software/mail server (i.e., Microsoft Exchange, Novell GroupWise, or similar) is
properly configured to accept and send emails to groups of people.
Sample Call Flow Utilizing Wait for Faxes
This section describes an example call flow that utilizes wait for faxes.
1. Navigate to the EXTENSIONS >Advanced Call Routers page.
2. Click Create New Advanced Call Router in the upper right.
3. Type a name in the Router Name field (i.e., Inbound Sales Faxes)
4. In the Extension Type drop-down menu, select Next Free Extension or Single Extension.
5. In the Default Action drop-down menu, (New Action Set) is already selected.
6. Type a name for the new action set (i.e., Inbound Sales Faxes Callflow).
7. Click Create.
Step 2. Assign a Public Secondary Extension to the Call Router
1. In the Secondary Extension section towards the bottom of the page, click Add Secondary Extension.
2. From the Extension Type drop-down menu, select External Number.
3. From the External Extension drop-down menu that displays below this field, select the external number that you want to use.
Step 3. Edit the Advanced Call Router
1. Click Edit next to the newly created action set in the Default Action section from Step 2. Assign a Public Secondary Extension to the
Call Router above.
2. In the Final Action section, from the If the call is not answered drop-down menu, select Wait For Fax, Then Email.
3. Type a single address, or enter a comma-separated list of email addresses, in the Send to Email Address field.
4. If the providers supports T.38 Fax Relay, select Use T.38 Reinvite for Fax.
Frequently Asked Questions about faxes received by a Wait For Fax or Detect Fax action
1. How long does the Barracuda Phone System retain fax messages when the fax is successfully received but not queued for delivery to
the mail server?
The Barracuda Phone System retains faxes for seven days if the message is not queued by the message transport agent (MTA)
1.
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on the Barracuda Phone System.
2. How can I view the faxes if the mail server is misconfigured?
You can view the non-delivered faxes in the Call Detail Records page. For each successfully received fax, there is a PDF
download link in the Recorded File/Fax column on the far right of the web interface.
3. Once the inbound fax is delivered to the mail server via Wait for Fax or via Detect Fax, what happens to the fax on the Barracuda
Phone System?
The fax is deleted from the Barracuda Phone System.
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Mail Server Configuration
In this article:
Built-in Email Server
Smart Host
Client to an Existing Mail Server
Test Email Configuration
All system notifications, including voicemail, email, and fax delivery, require proper SMTP configuration which you configure on the Configuratio
n > Mail > SMTP Mail Server Settings page.
The Barracuda Phone System has three configurable ways to deliver email:
Smart Host
A built-in email server is provided which can be used standalone or to relay to an existing email server. To configure the built-in email server,
enter the following values:
Sender Address – Enter the email address from which the message is to originate.
SMTP Server Address or IP – Enter the IP Address or Hostname of the mail server through which your mail is to be relayed.
If you choose to relay email through an existing email server, make sure to configure the existing mail server to allow relays
from the Barracuda Phone System IP Address.
Smart Host
To configure email with a Smart Host, for example, the Barracuda Spam Firewall, enter the following values:
Sender Address – Enter the email address from which the message is to originate.
Alternate Hostname – Enter the IP Address or Hostname of the Smart Host.
SMTP Server Address/IP – Enter the IP Address or Hostname of the existing mail server.
Port – Enter the port assigned to the Smart Host, usually port 25.
To configure the Barracuda Phone System as a client to an existing mail server, enter the following values:
Sender Address – Enter the client email address which already exists on the mail server.
Alternate Host - Enter the IP Address or Hostname of the authenticating mail server.
SMTP Server Address/IP – Enter the IP Address or Hostname of the authenticating mail server.
Port – Enter the port used by the authenticating mail server.
Username/Password – Enter the client system credentials.
Test Email Configuration
Click Send a Test Message to test your email configuration settings. See Event Notifications for more information.
The maximum allowed email attachment (i.e., recorded phone calls or emails) is 150MB. A one hour .wav file at 8000Hz is near 60MB
in size. Files larger than 150MB are accessible only from the Reports page.
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Service Provider Configuration
Configure your connections to telephone service providers, including VoIP providers and traditional phone company (telco) providers.
Several Barracuda Phone System models have built-in hardware for telephone service connections: analog lines for the 270B and PRI circuits for
the 370B, 470B, and 670B models. You can also connect the Barracuda Phone System to external systems such as other Barracuda Phone
System units or legacy PBX systems. See Connecting to Another PBX or SIP Server for more information.
A connection to a VoIP provider is sometimes called a gateway. This is not an IP gateway like your subnet’s default gateway. When discussing
call routing, the term gateway almost always refers to a connection to a VoIP provider. It can also refer to a VoIP connection to another PBX.
When configuring connections to telephone service providers (whether VoIP, PRI, or analog lines), you must consider how calls are routed in the
system. This includes incoming calls made to Direct Inward Dialing (DID) numbers and outbound calls going out to providers.
In this Section
VoIP Providers
Hardware Providers
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VoIP Providers
The primary way to connect the Barracuda Phone System to the outside world is via an IP connection and an SIP account, sometimes called SIP
trunks. Service providers usually give you one or more SIP accounts with accompanying credentials (username and password) and connection
information. The connection itself is made over an IP network, using either an existing Internet connection or via a dedicated IP circuit installed by
the VoIP provider. When using a traditional Internet connection, all VoIP provider traffic flows in and out of the Barracuda Phone System LAN
port. When there is a dedicated circuit, the provider supplies an Ethernet connection that uses the Barracuda Phone System WAN port. The
following figure illustrates these two scenarios:
In this Section
Adding VoIP/SIP Provider Accounts - Gateway
Editing VoIP/SIP Provider Accounts
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Adding VoIP/SIP Provider Accounts - Gateway
Navigate to Providers > SIP Accounts and select New SIP Account. In the displayed window, you will see a number of configuration options,
many of which are required. These options are:
Provider Type – Select the provider type for your connection. If your specific provider is listed, select it, otherwise choose Generic SIP.
Some providers will not work unless you select their name from the list.
Name – The name of this connection as listed in the Barracuda Phone System UI (also known as the gateway name)
Host – Supplied by the provider, this is the IP address or host name of their SIP server.
Port – Supplied by the provider, this is the port number used for SIP communications. Almost always will be 5060.
Realm – Supplied by the provider, this optional parameter is the SIP authorization realm. Defaults to the value of host if not explicitly set.
Username – Supplied by the provider, this parameter is usually the phone number associated with the SIP account.
Auth Username – Supplied by the provider, this parameter is used for SIP digest authentication. It is not used if the provider employs IP
address-based authentication.
Password – Supplied by the provider, this parameter is used with the Auth Username for SIP digest authentication. It is not used if the
provider employs IP address-based authentication.
Registration – Some providers require registration. If yours does, check this option and select a registration time. Default is 3600
seconds (one hour).
Services – Select what services this gateway is to support:
Inbound Calls
Outbound Calls
Fax Transmissions
Enable T.38 Re-invite (For providers that support T.38 faxing)
Ignore Display Updates (Check this if you are experiencing issues with caller ID displayed on inbound calls)
Caller ID Number – Customize the sent outbound caller ID sent on this connection. Specify a phone number that should be sent under
these conditions:
Always sent
Always sent unless overridden
Never sent
Music On Hold – Specify the music on hold (MOH) scheme for outbound calls made through this gateway. This setting does not affect
any incoming calls.
Restrict Codecs – Specify the audio codecs, and if applicable for your provider, video codecs, that are allowed on calls made to or from
this gateway. G729 licenses are available. Contact Technical Support if you need additional information.
Inbound Registration – In some rare cases, the service provider will need to register to your Barracuda Phone System. Check this
option to allow incoming SIP registrations from this provider.
Once the new provider connection has been created it appears in the list of SIP providers.
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Editing VoIP/SIP Provider Accounts
Navigate to Providers > SIP Providers and select the account to edit. In addition to the options listed in the preceding section, Adding VoIP/SIP
Provider Accounts (Gateways), you have the following options:
Rename – Rename the gateway
Delete – Delete the gateway account from the system
External Numbers – Add external numbers, i.e., direct inward dialing (DID) numbers, to this gateway account
Outbound Routing – Add outbound routes to this gateway
External Numbers and Outbound Routing are explained in PRI Circuits (Models 370B, 470B, 670B) are described in Hardware Providers.
See Configuring A Remote Site for Custom E911 for configuration guidelines to ensure that emergency dialing is functioning properly.
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Hardware Providers
See also:
The Barracuda Phone System models ending in B (for example, 270B) have built-in hardware for connecting to traditional telephone company
(telco) connections. The 270B allows up to four analog phone lines. The 370B has a single PRI port, the 470B has two PRI ports, and the 670B
has four PRI ports.
In this article
Analog Phone Lines (Model 270B)
PRI Circuits (Models 370B, 470B, 670B)
PRI Preferences for North America
Hardware Providers
Add Routes
Analog Phone Lines (Model 270B)
Navigate to Providers > Hardware Providers. You will see four analog ports and one Analog Phone Port. The four analog ports are FXO ports,
with two lines per RJ14 jack. These ports are backlit with a red light. The jack nearest the side of the chassis contains FXO ports 1 and 2, and the
inner pair of pins are FXO 1 and the outer pins are FXO 2. The second RJ14 jack contains FXO ports 3 and 4 with the same pin pattern. The
analog phone port is a single FXS port that is backlit green. (This port is currently unused and will be made available in a future software
revision.)
Each analog port has two basic settings:
A destination extension number for incoming calls on the FXO port
Route settings for outbound calls
Use any valid extension on the system as the destination for incoming calls on this FXO port. Routing of outbound calls is discussed below.
PRI Circuits (Models 370B, 470B, 670B)
Navigate to Providers > Hardware Providers. You will see one or more digital ports listed. Each digital port represents a single PRI connection
to the Barracuda Phone System from the telephone company. Each port has several configuration options. Most of these will be supplied by your
telco. The following options are available on each digital port:
Signal Type – The Barracuda Phone System supports DMS100, National ISDN-2, Lucent 5ESS, and EuroISDN.
PRI Signaling – Almost always set to CPE. Only choose Network Side when instructed to do so by your carrier or by Barracuda
Technical Support.
Clock Source – Almost always set to Normal. Only choose Master when instructed to do so by your telco.
Channels – Usually set to All Channels. In some cases the telco provides only a partial (or fractional) circuit and will tell you which
channels to enable.
Channel Hunt Order – The order in which PRI channels are selected when making outbound calls. The options are:
Ascending – (Default) Selects the highest-numbered channel first, then the next highest-numbered channel. In a typical North America
PRI this would mean channel 23, then channel 22, etc. (most outbound calls would go out on channel 23).
Descending – Selects the lowest-numbered channel first, then the next-lowest numbered channel. In a typical North American PRI this
would mean channel 1, then channel 2, etc. (most outbound calls would go out on channel 1).
Round Robin Ascending – Selects the highest-numbered channel first, then the next highest numbered channel until all channels have
been used at least once and then repeats. In a typical North America PRI the Barracuda Phone System would use channel 23, then 22,
21, … down to 1 and then back up to channel 23.
Round Robin Descending – Selects the lowest-numbered channel first, then the next lowest numbered channel until all channels have
been used at least once and then repeats. In a typical North America PRI the Barracuda Phone System would use channel 1, then 2, 3,
… up to 23 and then back down to channel 1.
Caller ID Number – Customize the sent outbound caller ID on this PRI circuit. Specify which conditions to send the caller ID:
Always sent
Always sent unless overridden
Never sent
Services – Specify whether or not to allow faxing on this PRI. Not all carriers support faxing over a PRI circuit, so if you plan to use the
PRI for faxing, be sure to ask the carrier whether the circuit supports faxing.
External Numbers – If your telco has provided DID numbers for this PRI circuit then enter them here. Be sure to enter the numbers
exactly as specified by the provider. Usually these are 10-digit numbers, however sometimes the provider will send 4- or 7-digit phone
numbers.
Outbound Routing – Add outbound routes to this PRI circuit. See Call Routing for configuration instructions for outbound routing.
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PRI Preferences for North America
The Barracuda Phone System supports a number of T1 and PRI settings. In North America the following settings are preferred, though not
required. Your PRI provider will be able to confirm whether these are available.
PRI switch type: National ISDN (NI2)
Line Framing: ESF
Line Encoding: B8ZS
Clock Source: The clock is provided by the carrier.
Channel selection on inbound DID calls: Ascending
DNIS digits: 10 digits (or 1+10 digits)
The Barracuda Phone System is CPE (aka terminal) and carrier is network side.
If you have any questions about T1/PRI configurations, contact your carrier or contact technical support.
Hardware Providers
Call routing allows you to customize how outbound calls are routed over your provider connections. You can specify which connections to use
based on the digits that the user dialed. You can also specify the failover order. For example, if you have a PRI circuit and a VoIP gateway, you
can specify that outbound calls try the PRI circuit first and then the VoIP gateway second (or vice versa).
Navigate to PROVIDERS > Call Routing to see the current routes on the system. The routes are listed in the order that they will be attempted.
You can move a route up or down to adjust its priority. You can also add a new route or edit existing routes from this page.
Each route listed has three parameters:
Call Type – The name of the route that will attempt to match the digits dialed.
Restrict To – When set, causes the route entry to apply only to the specified group or site. The digits must match the Call Type and the
caller must belong to the group or site. If either condition is not met then the route processing will continue.
Destination – Gateway through which the call is to be sent.
A route will be deleted automatically if it is restricted to a single group and that group is deleted from the system.
The Barracuda Phone System comes preconfigured with several common route definitions. You may not need to add custom route definitions,
but you may do so if needed. The following routes are preconfigured:
10 Digit Dialing – Matches any 10 digits dialed
11 Digit Dialing – Matches any 11 digits dialed
International Dialing (011) – Matches any international dialing, that is, any string of digits beginning with 011 followed by 8 to 15 more
digits
North America (NANPA) – Matches any valid area code and phone number combination, with an optional leading 1. Example:
1-408-342-5400 and 408-342-5400 both match. NANPA is more restrictive than 10 or 11 Digit Dialing. The latter allow any combination
of 10 or 11 digits.
Information – Matches a 411 call
Emergency (USA) – Matches a 911 call
7 Digit Dialing – Matches any 7 digits
7 Digit Dialing (Area Code xxx) – Only appears if you have specified a default area code in CONFIGURATION > Phones. This route
will match any 7 digit number but will prepend 1 and the area code when sending the call out. Most VoIP providers require sending 1 +
area code + phone number on all calls, even local ones. For example, if 408 is the default area code, a user can dial 342-5400 and
the Barracuda Phone System will send 14083425400 to the gateway provider.
External Hardware Ports
This screen contains a list of all of the analog and digital ports configured on external SIP-based gateways connected to this server. The controls
on this screen are:
Show – Select the number of entries to show on each page.
Filter – Filter the display by port name or number.
Click on a port from the list to open up the detail page where the port settings can be modified.
Add Routes
You can add new routes and edit existing routes. All routes have a regular expression pattern for matching the digits dialed. All routes also have a
Call Type. Using Manage Call Types you can add a New Call Type or edit an existing call type by selecting it and editing Call Type Name, Match
Condition (regular expression) and Route Type. The available Route Type options to associate with a Call Type are:
Internal – A route for calls between PBXs
Local – Local calls
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Long Distance – Long distance calls
International – International calls
Emergency – Emergency calls
Information – Information calls
Route Type helps caller ID work correctly for that route. If you are creating a new route then use the Route Type that best describes your route. If
you are configuring a Call Type for a route that applies to both local and long distance calls, select Long Distance as the Route Type.
After you create your new route definition you will be able to view it and use it. You should always test your routes before putting them into
production, and put them into production when the system activity is relatively low.
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Call Routing
The Barracuda Phone System allows local management of calls both incoming from the PSTN (public switched telephone network), or Internet,
and outgoing to the PSTN or Internet. The Barracuda Phone System is connected to the Internet (through its LAN/ WAN ports) and optionally to
analog or digital phone lines, directing both inbound and outbound calls to the proper route.
In this Section
Understanding Outbound Routing
Understanding Inbound Routing
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Understanding Outbound Routing
Outbound routes, associated with a specific Telephone Service Provider, are specified as a list of potential dialed patterns. The patterns may be
specific, such as '911', or more general, such as 'any 7 digits'. An outbound route provides the mechanism for a particular dialed sequence to be
allowed. These routes direct calls fitting a defined pattern to be routed using PSTN lines, or via Internet connection from the associated telephone
service provider. By specifying outbound routes per provider, the administrator can direct calls to the best provider for that call type. For example,
'411' calls can be directed to the best information resource of the telephone service providers.
To enable a particular dialed pattern to connect out, that pattern must be specified for at least one provider. For example, to enable '911' dialing,
the '911' dialed pattern must be set as an outbound route for at least one provider. If no outbound route exists for the sequence, it will be denied
connection access.
Outbound Calling Best Practices
By default, no outbound call routes exist on the Barracuda Phone System. If the international call route is listed in the call routing
section of the Barracuda Phone System web interface, and you do not require international dialing, you need to delete it. To do so,
navigate to Providers > Call Routing, select the international route, and click delete selected.
Add forced authentication to international call routing:
If you do require international dialing, you can add forced authentication to the existing route template. With forced authentication on, a
tone plays before the call goes through during which the user must enter the valid voicemail PIN before the call will complete.
Authentication can be enabled in the web interface by navigating to Providers > Call Routing and appending the existing international
call route with ";authenticate=true" after the regular expression for international calls.
Example regular expression:
^(011\d{8,18})$:::$1;authenticate=true
Add dial prefix to international call routing:
You can add an additional layer of protection by putting a prefix on international dialing (example: 999). Do this in the web interface by
navigating to Providers > Call Routing and editing the existing international call route.
Example regular expression:
^999(011\d{8,18})$:::$1
Add Group restriction to the international call route:
You can also limit international call routing to specific groups of users by adding a restriction to a route from Providers > Call Routing.
Select any existing group. This pairs well with the authentication option listed above.
Add Site restriction to the international call route:
To create a site, navigate to Configuration > Sites and add a Subnet/IP address site. Specify the allowed IP address range. Then,
you can apply a site restriction to the to the international call route using the Providers > Call Routing page.
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Outbound Call Route Parameters
While the default outbound routes and standard regex routing should meet the needs of most users, there may be cases where custom route
parameters are required for the Barracuda Phone System to properly route and deliver outbound calls.
Route Parameters are added at the end of the route match condition, separated by a leading semicolon, with the format param=value . Multiple
parameters are allowed on a single outbound route, provided they do not conflict with each other. If two conflicting entries are set on a single
route, the last entry takes precedence:
^(\d{10})$:::$1;param1=value1;param2=value2
Below is list of all routing parameters. Parameters apply to all types of trunks (i.e., analogue, PRI/digital, SIP),
unless otherwise specified.
Parameter
Possible Value(s)
Description
Remarks
npi
0,1,3,4,8,9,15
Number Plan Index
Available only on PRI circuits.
Only define these parameters at
telco's request.
0 - Unknown
1 - ISDN/E.164
3 - Data/X.121
4 - Telex/F.69
For more information, refer to
ITU Q.931:
http://www.itu.int/rec/T-REC-Q.9
31-199805-I/en
8 - National
9 - Private
15 - Reserved
ton
0,1,2,3,4,6,7
Type of Network
0 - Unknown
1 - International
2 - National
3 - Network Specific
Example - North American
Numbering Plan
^1?([2-9]\d{2}[2-9]\d{
6})$:::1$1;npi=8
Available only on PRI circuits.
Only define these parameters at
telco's request.
For more information, refer to
ITU Q.931:
http://www.itu.int/rec/T-REC-Q.9
31-199805-I/en
4 - Subscriber
Example - North American
Numbering Plan
^1?([2-9]\d{2}[2-9]\d{
6})$:::$1;ton=2
privacy
101
no,
no - Pass Name and Number
yes,
yes - Block Name and Number
full,
full - Pass Name and Number
name,
name - Pass Name but not
Number
number
number - Pass Number but not
Name
This parameter defines Caller ID
restrictions.
Example - Accept specific
number and suppress all
caller ID
^((\+1)|(1))?734555121
2$:::+17345551212;priv
acy=full
Applicable on PRI and SIP
trunks only.
diversion
false
This parameter suppresses any
diversion headers in INVITEs
sent outbound. Diversion
headers are used when a call is
diverted back outbound by the
telephony engine of
the Barracuda Phone System
when configured from an
Advanced Call Router or a Find
Me Forwarding action.
Example - Accept optional
E.164 '+' symbol, optional
1, send 11 with + always
^((\+1)|(1))?(\d{10})$
:::+1$4;diversion=fals
e
Only applicable on SIP
trunks.
e911_ani
any numeric value
This parameter will force an
explicit caller ID number. It can
also be used for non-emergency
routes.
Example - 911
^911$:::911;e911_ani=1
7345551212
Only applicable on SIP
trunks and PRI trunks.
dtmf
inband,
inband - inband RTP
info
info - SIP INFO transport
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When set to inband, DTMF
tones are transmitted
in-band with the voice path.
This is typically used for
legacy SIP providers.
When set to info, DTMF
tones are transmitted in SIP
INFO packets, so the
provider must acknowledge
receipt of the INFO packet.
Do not attempt to set both of
these parameters at the
same time.
Without either of these values
defined, the Barracuda Phone
System sends DTMF tones as
out-of-band RTPEVENT
packets. Do not define these
values unless recommended by
the Telco or Support as these
parameters require the telco to
support these methods. Also
note that forcing in-band DTMF
can result in improper detection
by far-end Interactive Voice
Response systems/Automated
Attendants. More information on
out-of band RTPEVENT packets
can be found here:
https://www.rfc-editor.org/rfc/rfc2
833.txt
1 require 10 digit numbers
for 313 area code
^1?(313(\d{7}))$:::$2;
dtmf=info
This parameter is only
applicable to SIP trunks.
cmc
true
This parameter permits the
calling party to enter a Client
Matters Code, for accounting
purposes, before the call is
bridged. The CMC, entered after
dialing the number, is inserted in
the accountcode column on the
CSV CDR on the Reports > Call
Detail Records page.
1 + 10 digits, send out 11
digits
^1?(\d{10})$:::1$1;cmc
=true
queue_dtmf
W,w,0,1,2,3,4,5,6,7,8,9,*,#,A,B,
C,D
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This parameter sends an
explicitly set DTMF sequence
out a trunk once the leg is
successfully bridged. For a SIP
trunk, this means after receiving
the 200 OK; for a PRI trunk, after
receiving the CONNECT
message on the D-Channel. On
an analogue trunk, the digits are
out-pulsed immediately by the
TDM card once the line is
seized. To add a wait period (for
example, when the Barracuda
Phone System seizes the line,
dials the number, but before the
call is answered on an analogue
trunk), you can use upper case ‘
W’ to wait 1000ms or lower case
‘w’ to wait 500ms. This is
typically used to bypass an
Interactive Voice Response
menu/Automated Attendant.
Example - Wait 3 U.S rings
and send 1
^9999$:::17345551212;q
ueue_dtmf=WWWWWWWWWWWW
WWWWWWWWWWWW1
authenticate
true
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In some cases, you may want to
configure a route for outbound
calling, and restrict the route to
certain users on the system. Add
an authenticated route to require
a pin to be entered prior to the
call being bridged. The
authenticate requirement is
applied after any other routing
rules or matches, so it checks
phone, group, and site
restrictions. Once the system
determines that the route can be
used, the system asks for a pin
number to continue the call. The
pin entered is compared to the
voicemail pin of the assigned
user. This design leads to three
restrictions to use of this feature:
1. Unassigned Phones are not
allowed to place calls
outbound to any route if the
authenticate value is set to
true.
2. When using the sites
feature to route calls
through another Barracuda
Phone System, the call
must authenticate before
routing to the other site
because authentication
applies to local accounts
only.
3. Using IP-Based
Authentication for remote
devices supersedes the
route authentication check.
Due to this, these sites
cannot be restricted by a
PIN.
Example - Authenticate
Callers for
International Calls and
send E.164
^011(\d{8,18})$:::
+$1;authenticate=t
rue
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Outbound Routing Regular Expressions
In this article:
Basic Usage
Sample Patterns
Syntax Rules
Replacing and Trimming Digits
Regular Expression Caveats
Handling E.164 Formatted Numbers
The Barracuda Phone System uses Perl-compatible regular expressions for pattern matching in outbound gateways. The vast majority of all
patterns that must be matched in outbound routes are digit-based only, therefore, the following tables focus on matching number patterns.
Basic Usage
Regular expressions use a combination of standard and meta-characters to create a pattern against which to match a specific string. Characters
in the regular expression can mean different things depending on the context. For the sake of simplicity, this article focuses on the basic
operation of regular expressions.
The basic use of a regular expression is in a pattern match. The system compares a regular expression to a string of characters to determine if
the string of characters matches the pattern described by the regular expression. The answer is either yes or no. Sometimes a yes is called a
positive match and a no is called a negative match.
Sample Patterns
Table 1 lists common characters in a regular expression.
Table 1. Regular Expression Common Characters.
Character
Meaning
1
Match only the digit 1
5
Match only the digit 5
411
Match digit sequence 411
^411
Match string beginning with 411
411$
Match string ending with 411
^411$
Match exact string 411(1)
[0-9]
Match any digit between 0 and 9
[2-9]
[456]
Match either the digit 4, 5, or 6
#
Match the # sign
\*
Match a literal * (2)
\d
^
Match at beginning of string
$
Match at end of string
+
Match one or more of the preceding character
*
Match zero or more of the preceding character
{ n}
Match exactly n of the preceding character
Notes:
(1)
See Table 2 for sample usage.
(2)
Note the backslash; this is different than a bare asterisk '*'
106
The list of characters in Table 1 is by no means comprehensive, however it is a good representation of the kinds of characters that appear in
regular expression number routes. Table 2 lists examples of how these expressions might be used in matching patterns for outbound dialing,
illustrating some simple patterns, strings, and whether there is a match.
Table 2. Sample Patterns.
Pattern
Dialed Number
Match?
Notes
411
411
Yes
411
4085550411
Yes
^411$
411
Yes
^411$
4085550411
No
Matches only the exact dialed
411
^5[0-9][0-9][0-9]
5000
Yes
Matches any four digit number
beginning with 5
^5\d\d\d$
5000
Yes
Same as previous pattern, \d
matches any digit
^5\d{3}$
5000
Yes
Same as previous pattern, \d{3}
same as \d\d\d
^71\d\d$
7150
Yes
^71\d\d$
7050
No
^\d{7}$
5551212
Yes
^\d{10}$
4085551212
Yes
Matches any number that
includes 411
Matches only dialed numbers
from 7100 to 7199
The examples in Table 2 demonstrate the syntax for specifying dialed patterns.
Syntax Rules
To match an exact dial string, use ^ and $ at the beginning and end of your regular expression. The caret (^) means "match at the beginning of
the string" and the dollar sign ($) means match at the end of the string. Reviewing the 411 examples in the previous table, the following syntax
rules apply:
The pattern 411 means match any string that contains 411
The pattern ^411 means match any string that begins with 411
The pattern 411$ means match any string that ends with 411
The pattern ^411$ means match any string that matches exactly 411
To match a range of numbers, use a combination of literal numbers and meta-characters.
Consider these examples:
The pattern 7\d\d\d matches 7000 through 7999
The pattern 74\d\d matches 7400 through 7499
The pattern 745\d matches 7450 through 7459
408\d{7} matches calls made to area code 408
212\d{7} matches calls made to area code 212
Replacing and Trimming Digits
In some cases you may want to add or remove digits before they are sent out, for example, "dial 9 to get an outside line." Table 3 lists examples
of inserting digits.
Table 3. Inserting Digits.
Pattern
Dialed Digits
Digits Actually Sent Out
^9(1\d{10}):::$1
918005551212
18005551212
^9(\d{7}):::$1
95551212
5551212
In the examples in Table 3, the leading digit 9 is matched, but not captured. Instead, all digits dialed after the 9 are captured. The expression
107
":::$1" means to replace what was actually dialed with what was captured inside the "(" and ")" characters.
In some cases you may want to allow users to dial 9 (or not) and dial 1 (or not) and then have the system dial appropriately. For example, some
carriers absolutely require you to send 1 + area code + phone number for all calls, even local ones. Others require all 10 digits of the phone
number but do not want the leading 1. Table 4 lists some sample regular expressions for such situations:
Table 4. Sample Regular Expressions.
Pattern
Dialed Digits
Sent Digits
Application
^9?1?(\d{10})$:::$1
918005551212
8005551212
Dialing 9 or 1 optional, send only
10 digits
^9?1?(\d{10})$:::1$1
918005551212
18005551212
Dialing 9 or 1 optional, send 1 +
10 digits
^9?(\d{7})$:::408$1
95551212
4085551212
Dialing 9 optional, user’s 7 digits,
system adds and sends area
code
^9?(\d{7})$:::1408$1
95551212
14085551212
Dialing 9 optional, user’s 7 digits,
system adds/sends 1+area code
Regular Expression Caveats
There are occasions when regular expression matches may not function in the expected manner. Other times there are unintended
consequences of using a specific pattern. One such caveat has to do with vanity numbers. For example, the outbound route pattern ^1?(\d{10})$
:::1$1 (optional 1 plus exactly 10 digits) works for any typical North American 10-digit phone number, whether or not the caller dials a leading 1.
But a vanity number such as 1-800-ANTI-SPAM has 1 plus 11 digits which fails to match. Therefore, dialing 1 plus 800-2684-7726 fails. There are
two ways in which to prevent this:
1. Educate your users on vanity numbers in your locale. In North America that would mean simply dialing the first 10 digits following the 1.
In the case of 1-800-ANTI-SPAM the call simply dials 1-800-268-4772.
2. Write a pattern that explicitly handles these kinds of numbers. In North America this may mean matching an extra digit but not actually
capturing it. The above pattern could be modified in the following manner:
^1?(\d{10})\d?$:::1$1
You can also modify the NANPA pattern to handle an extra digit:
^1?([2-9]\d{2}[2-9]\d{6})\d?$:::1$1
Both of the modified patterns allow an extra digit in the dialed which is not captured (it is ignored) so only the first 10 digits after the optional
leading 1 are compared for a match.
Handling E.164 Formatted Numbers
Many contacts and phone numbers are in E.164 format. The primary characteristic of E.164 numbers is a leading + in the phone number.
Examples of E.164 formatted numbers include:
+14083425300 (USA)
+443300100295 (UK)
+34912901271 (Spain)
+61731887519 (Australia)
+27878204656 (South Africa)
When the Barracuda Phone System receives an inbound call it automatically strips the leading + character because once the call is at the
destination the + character serves no purpose. Outbound calls behave differently. Sometimes a registered endpoint sends a phone number that
has a leading plus character. For example, a contact dialed from the Communication Command Center could contain a leading +. In this situation
the Barracuda Phone System does not strip a leading + from an outbound dialed sequence. Outbound routes that might see E.164 formatted
numbers must account for the leading plus. Table 5 lists regular expression patterns you can use to accomplish this.
Table 5. Regular Expression Patterns to use with E.164 Formatted Numbers.
Expression
Description
^\+?
Meaning match an optional leading plus character
^\+(\d{5,15})$:::$1
A full E.164 Barracuda Phone System route which strips off the
leading plus and sends only numeric digits to the destination
.
108
109
Understanding Inbound Routing
Incoming calls to the Barracuda Phone System can be routed a variety of ways. Queues–lists of calls kept in the order received–allow calls to be
held, and then retrieved in the order they were received. Calls can be parked in a block of configured parking extensions. Calls can be connected
with pre-configured multi-user conferences. Automated attendants can process calls according to a list of actions. The actions can be ordered
according to user input, requiring the user to choose actions from an announced menu, or can be ordered by a simple configured list, where
actions may depend on time of day, date, day of week, or caller phone number. The Barracuda Phone System inbound call routing options
include playing recordings or transferring the call to an extension. Since each queue, call parking extension, conference, and automated
attendant is an extension, a call can be directly routed to any of these once it enters the system.
Queues
Queues allow calls to be held in the order received, and answered in that order by designated queue agents as the agents become available to
process them. A queue is assigned a logical extension number and calls transferred to that extension join the queue. Queues work on a simple
first in, first out principle. Calls are retrieved from the queue in the order they were received. While a queue agent receives calls automatically
from the queue when the agent is available, anyone can take calls from the queue by dialing the associated agent access extension. A queue
can have a timeout which transfers calls waiting beyond the timeout period to a designated extension. The queue can provide music on hold or
break in announcements at regular intervals if desired.
Parking/Retrieving Calls
Dynamic routing of calls can be accomplished by configuring blocks of call parking extensions. An incoming call (which requires paging to locate
the intended call receiver, for example) can be parked in a block of parking extensions by transferring the call to the first extension in the block.
The call will be held at any available extension in the block. The retrieval extension is returned to the user who parked the call and can be passed
on to the intended call receiver once located. For example, the intended receiver can be paged with instructions to pick up the retrieval extension.
Multi-User Conferences
Multi-user Conferences can be configured so that multiple callers desiring to conference can connect with each other by dialing the designated
conference extension number, and providing a conference access code, if configured.
Automated Attendant
Automated Attendants allow the configuration of a list of actions to take for each call. The order of the actions can be based on input from the
caller in response to an announcement asking for caller input. The input (key-press of a digit) is captured to determine the proper routing of the
call. Advanced call routers allow a configured list of actions to be taken for each incoming call. The list may include playing messages or
transferring to extensions and may take different actions depending on the time, day, date, or caller phone number. If the call remains
unanswered, the Barracuda Phone System may transfer to voicemail, disconnect, wait for a fax, or page a group.
110
System Management
View subscription information, release notes, and available updates on the Configuration > Updates page.
In this Section
Configuring Backup Settings
Restoring Backups
How to Update Definitions
How to Update Firmware
Replacing a Failed System - Instant Replacement Service
111
Configuring Backup Settings
Configure complete system backups on the Configuration > Backup page. Barracuda Phone System allows Server Message Block (SMB) or
File Transfer Protocol (FTP) backups to a configured destination on the Configuration > Backup page.
Configure Backups
Use the following steps to configure backups:
1. Navigate to the Configuration > Backup page.
2. Select FTP or SMB (Windows shared folders, Windows or Samba share):
a. FTP – Enter the Server IP Address or Hostname, Port number, login credentials (Username and Password), and the
destination Folder/Path on the target server where backup files are to be stored.
b. SMB – Enter the Server IP Address or Hostname, Port number, login credentials (Username and Password), Share, and
Domain
3. Click Test Settings to verify the entered backup settings.
4. Click Save.
Example FTP Settings
Server: ftp.example.local
Port: 21
Username: admin
Password: admin1
Folder/Path: /path/to/backup/on/ftp/server
Example SMB Settings
Server: samba.example.local
Port: 445
Username: admin
Password: admin1
Share Name: vendorbackups
Folder/Path: /path/to/backup/on/smb/server (Note that this is relative to the share above.)
Domain: example.local
Backup Directory
The system will create a backups folder within the Folder/Path you specify. The path leading to the backups folder will include the serial number
of the phone system that is being backed up. Using the FTP example above, if the Folder/Path is /path/to/backup/on/ftp/server and the serial
number of the phone system is 111111, the backup file would be located in this directory:
/path/to/backup/on/ftp/server/111111/backups/bps-111111-3.0.007.022--2015-11-11-00-00-24-AST.tgz
If you do not specify a Folder/Path, the backup file and its associated directory structure will be located:
For FTP – In the authenticating user's home directory
For SMB – In the root of the Share Name you specify
Additional Actions
Once backups are configured, you can complete the following actions:
Perform Backup Now – Run an immediate backup.
View Backups – View a list of backups that are scheduled, are completed, or are currently running.
Schedule Backups – You can schedule weekly or monthly backups.
Weekly backups run at the same time each day of the week.
Monthly backups run on the same day each month.
Restore Backups – Restore a backup that has already been created.
Retrieve Backup List from Server – Request to view all backup files currently on the server.
Failed Backups
The Completed/Running Backups table lists recently run backups. If a failed backup displays, check your backup settings and confirm that your
backup server is operational with ample disk space.
Restoring Backups
In this Section
How to Restore a Backup
How to Restore a Backup from a Different Barracuda Phone System
112
113
How to Restore a Backup
It is highly recommended that a restore is scheduled after normal business hours when users are not making phone calls.
To restore a successfully completed backup for the Barracuda Phone System.
1.
2.
3.
4.
Go to the Configuration > Backup page.
In the Backups on Server table, click Retrieve Backup List from Server to update the table with the latest backup details
Click Restore Backup in the Action column for the backup you want to restore.
The Barracuda Phone System configuration is restored to the selected backup configuration.
114
How to Restore a Backup from a Different Barracuda Phone System
You can restore a backup from a different Barracuda Phone System. To restore a Barracuda Phone System backup to a different Barracuda
Phone System, complete the following steps:
1. Verify that the backup file from the source Barracuda Phone System is available on the backup server. For example, with a backup
server path of /home/barracuda and system serial number of '111111', the backup file would look similar to:
/home/barracuda/111111/backups/bps-111111-3.0.007.022--2015-11-11-00-00-24-AST.tgz
2. On the target Barracuda Phone System, go to the Configuration > Backup page, and configure the backup settings with the same
credentials and path as the source Barracuda Phone System.
3. Click Apply Settings, and then click Test Settings. You should receive a notification that the test succeeded.
4. After you test the target Barracuda Phone System settings, a new directory appears in the path corresponding to the serial number. If the
new serial number is '222222' then the new directory would be:
/home/barracuda/222222/backups
5. Manually copy the backup file to this new directory on the backup server.
6. In the target Barracuda Phone System web interface, click List Backups to display the backup file. Click Restore to perform the
restoration.
115
How to Update Definitions
To provide you with the latest features and support for your Barracuda Phone System, Energize Updates are available around the clock to your B
arracuda Phone System from Barracuda Central. These updates are automatically made available to your Barracuda Phone System.
Energize Updates provide you with the following benefits:
Access to round the clock free technical support
Access to the latest Phone System firmware, including the latest features and enhancements
Access to updated phone software for end-point bug fixes and enhancements.
You must have an active Energize Updates subscription to download these updates.
Security Definitions
Security Definitions updates resolve critical security vulnerabilities and are provided on a separate release cycle from Energize Updates and
Firmware upgrades. By default, they are automatically installed when available from Barracuda Central. To disable these updates, set Security
Definition Updates on the CONFIGURATION > System page to Disabled.
It is not recommended to turn off automatic Security Definition updates.
116
How to Update Firmware
When you log in to the system, the Dashboard > System Dashboard Status page displays. In the Updates and Support section, the currently
installed firmware version displays. To access the latest General Release firmware version, click Update Available to go to the Updates page, or
view the currently installed and latest General Release firmware versions on the Configuration > Updates page.
Before updating the firmware on your Barracuda Phone System, back up the configuration. Always read the release notes prior to
downloading new firmware to learn about features and fixes provided in the updated firmware version. Release notes for all versions
can be reviewed prior to an update, and you can download the latest firmware before starting the upgrade process. Occasionally, new
releases include new software for phones. If the release notes indicate new software is available for phones / end-points, reboot
them after the Phone System firmware upgrade finishes, when they appear as active registrations on the REPORTS > Phone
Registrations page. Go to the CONFIGURATION > Troubleshooting page to reboot all phones.
You must have an active Energize Updates subscription to update your firmware.
To update to a new General Release firmware version, use the following steps:
1. Go to the CONFIGURATION > Updates page. Click Release Notes in the Available Updates section.
2. In the Barracuda Phone System web interface, click Start Download; this button is disabled if the Barracuda Phone System is already
up-to-date with the latest firmware. Downloading the firmware may take several minutes.
Your Barracuda Phone System will be offline during this time, so be sure to perform the update at a time when there is no
phone traffic on your system. DO NOT MANUALLY REBOOT YOUR SYSTEM at any time during an update unless otherwise
instructed by Technical Support. Do not turn off the appliance during this process.
3. Once the download is complete, click Install. Installing the firmware may take several minutes.
The Barracuda Phone System will be offline during installation. The install should be scheduled to least impact your
operations. This process automatically reboots your system when completed, which can cause your web interface to
momentarily disconnect. This is normal and expected behavior, so there is no need to perform a manual reboot. A Status pag
e displays the progress of the reboot. Once the reboot is complete, the login page reappears.
117
Before you replace your Barracuda Phone System, use the available troubleshooting tools to try to resolve the problem.
Barracuda Instant Replacement Service
In the event that a Barracuda Phone System fails and you cannot resolve the issue, customers that have purchased the Instant Replacement
service can call Barracuda Networks Technical Support and arrange for a new appliance to be shipped out within 24 hours.
After receiving the new system, ship the old Barracuda Phone System back to Barracuda Networks at the address below with an RMA number
marked clearly on the package. Barracuda Networks Technical Support can provide details on the best way to return the appliance.
Barracuda Networks, Inc.
5710 Fontanoso Way
San Jose, CA 95138
attn: RMA # <your RMA number>
To set up the new Barracuda Phone System, refer to the Getting Started section.
118
Monitoring the System
The Barracuda Phone System provides real time monitoring of the phone system performance as well as live monitoring and play back of system
calls. The ability to monitor the phone system provides useful insight into system effectiveness, efficiency, and call execution.
In this Section
Viewing Performance Statistics
Monitoring Caller Activity
Monitoring System Status
Understanding Agents and Call Queues
119
Viewing Performance Statistics
The web interface System Dashboard page provides an overview of the health and performance of your Barracuda Phone System, including:
Updates and Support
System – System model and serial number
Firmware – System firmware revision number
Energize Updates – Energize update status, expiration information
Instant Replacement – Instant replacement service status, expiration information
Premium Support – Premium support status, expiration information
Phone Status
Configured phones – Total number of telephones that have been provisioned to this system
Assigned to users – Number of provisioned phones that are assigned to users
Unassigned phones – Number of provisioned phones not currently assigned to a user
Phones on-line – Number of telephones that are on-line and connected to the system (includes phones that are idle and in use)
Available Extensions – Number of extension numbers available to be assigned to phones, users, etc. (Extension number ranges
are configured in System Configuration > Extensions page)
Performance
Firmware Storage – Amount of storage space available for firmware
Voicemail Storage – Amount of storage space available for voicemail messages
CPU Load – Load percentage on CPU
CPU Temp – Temperature of the CPU
System Temp – Temperature inside the system's case
CPU Fan – Speed of CPU fan
System Fan – Speed of system fan
System Time – System time zone
SIP Providers and Hardware Connections
Name – Provider's name as displayed in various UI pages
Provider Type – Type of provider, i.e., TDM (traditional telephone) or SIP
Status – Displays Active or Inactive to reflect the status of the service provider
Voicemail Chart
Read – Blue indicates the number and total length of voicemails that have been listed to.
Unread – Red indicates the number and total length of voicemails not yet listened to.
The web interface Dashboard > Active Calls provides a list of active and recent calls with relevant fields including caller name and number,
destination name and number, and status.
The web interface Dashboard > System Utilization page provides graphs for the past 12 hours of the number of sessions (number of call legs–
a normal call has two call legs: the caller and the called party), as well as graphs of LAN and WAN Traffic over the past 12 hours, in Kb.
120
You can view system event logs on the Configuration > Event Log page to investigate system operation or emailed event notifications. By
default you see up to 100 records per page from the last 24 hour period. You can adjust these settings to your preference. Click Refresh to
update the event logs.
The Event Log table includes the following details:
Field Descriptions
Date – Date and time of event
Priority – Priority level of event (err, emerg, info, warning, etc.)
User Name – User associated with event, if applicable
IP Address – IP address associated with event, if applicable
Message – Text of the message
Priority Descriptions
Info – General information; most events are info
Notice – Slightly higher priority than info
Warning – Important events that may need attention
Err – Error messages the administrator should definitely see
Emerg – High priority items that need immediate attention
Event Types
The Barracuda Phone System event log provides different event types, many of which are informational only and do not require attention. Others
are higher priority items that the administrator must attend to immediately. Many events are related to the provider connection status. Table 1 lists
event log states.
Table 1. Event States.
State
Description
Up
Gateway is up and active
Down
Gateway is down and cannot send or receive calls
Reged
Gateway has properly registered to far end
Trying
Barracuda Phone System is currently attempting to register to the far
end
Noreg
Gateway does not require registration
Timeout
All attempts to connect to the far end have timed out
Table 2 lists examples of events you may see in the Event Log.
Table 2. Sample Events.
Message
Priority
Sample Message Text
Gateway Status
Emerg
Gateway XYZ is UP
Emerg
Gateway XYZ is DOWN
Info
The XYZ provider’s state was changed to
Registrations successful
Info
The XYZ provider’s state was changed to No
Registration Required
Emerg
XXXX called emergency services
Emerg
Disk storing voicemail is over-capacity.
Disabling recording
Warning
The configured operator extension does not
seem to be valid
Phone Calls
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Notices
Routing Loop (1) detected while calling XXXX
Err
Error accessing backup host. Backup host
either down, or user/password incorrect
Err
Cannot determine remote host information.
No backup host defined
Err
Error accessing remote source. Either not
available or user/password error
Err
Daily internal database backup created with
zero size. Leaving prior backups in place.
Notify support
Err
Failed to schedule backup. Internal error
Info
Backup Started
Info
Backup Completed
Barracuda Phone System Shutdown
Notice
Barracuda Phone System is shutting down
Telephony Engine Status
Warning
Telephone Engine Restarted
Firmware Upgrade
Notice
Firmware was upgraded to version X.Y.Z
Info
Firmware Download Started
Info
Firmware Download Completed
Info
Firmware Install Started
Firmware Upgrade Error
Emerg
Backup for database upgrade failed.
Abandoning upgrade. Notify support.
Disk Space
Notice
Disk Space (Voicemail) x%
Warning
Disk Space (Voicemail) 80% - drive is
starting to get full, if these messages persist,
you should edit your backup and recording
retention policies.
Emerg
Disk Space (Voicemail) 91% - drive is almost
full. You should change your backup and
recording retention policies ASAP.
Notice
CPU Temp: 51 - The CPU temperature is
higher than normal, check server ventilation
and air conditioning.
Warning
CPU Temp: 76 - The CPU temperature is
critically high. You may need to turn your
Barracuda Phone System off to prevent
hardware damage.
Backup Errors
Backup
CPU Temperature
Telephone
Provider
Users
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Info
Phone with MAC address xx:xx:xx:xx:xx:xx
was added to the Barracuda Phone System
Info
was removed from the Barracuda Phone
System
Info
was assigned to <username>
Info
Gateway XYZ was added
Info
Gateway XYZ was removed
Info
<username> logged in
Info
<username>’s PIN was changed
Info
New user <username> was created with
extension XXXX
Info
<username> at XXXX was deleted
Note: (1)A routing loop occurs when two or more destinations are call-forwarded in a way that causes the call to keep cycling without being
answered. For example, if extension 2000 is forwarded to extension 2001, and extension 2001 is forwarded to extension 2000, then any call to
either of those extensions is caught in a routing loop.
Search for Specific Events
Since the event log contains a wealth of information, you may need to filter or search through the log. There are three ways to isolate data:
Filter by day/week/month/date range - Use the Show Records From drop-down list.
Filter by searching the message text – To search for text within the Message field, enter a search term in the Filter box; the table
updates with matching results as you type.
Sorting ascending or descending by column – Click on a column heading to sort the event logs in ascending or descending order based
on the selected column name.
Sample Scenario
A client reports that "something happened" yesterday. Specifically, he could not make phone calls for several minutes in the afternoon. After
asking several questions you find out that he could not make outbound calls at about 2:45PM, but internal calls were fine. In this case you would
be interested in events related to the outbound gateway used to send those external calls. You need to filter the date range by selecting
yesterday’s date as the start and end dates to view every event from yesterday. Enter the gateway’s name in the search box to filter out all events
not related to that specific gateway. Now you may see an event like this:
2011-09-26 15:32:44.633186+00 Info The FreePBX provider's state was changed to TIMEOUT
This is a clue that something happened with the connectivity to the provider named FreePBX. You may also see a later message like this:
2011-09-26 15:47:15.715098+00 info The FreePBX provider's state was changed to REGED
At this point you can infer that you had some sort of connectivity disruption between about 2:30PM and 2:50PM. The event log has yielded the
clues you need to further diagnose the issue: was there a physical connectivity issue? Was the provider down for a time? Was there an Internet
routing issue? While the event log cannot answer all of these questions, it can narrow the focus and make it easier to determine exactly where to
look for the answers to the questions.
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Monitoring Caller Activity
Monitor System User Activity
The Switchboard > People on Call page displays all users in the system, and their current call status. Enter all or part of a name in the Filter by
Group field, and then click Apply Filter to display only matching users.
Monitoring Live Calls
Use the Dashboard > Active Calls of the web interface to select and listen to or disconnect from an ongoing call. The call connection makes no
sound, allowing for noiseless call monitoring.
Reviewing Recorded Calls
Collecting call recordings for a user or group is configured when setting up or editing a user or group on the Extensions > People or Extensions
> Groups screens. Recorded calls can then be played and reviewed from the Reports > Call Detail Records screen.
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Monitoring System Status
Monitoring User and Agent Status
The Switchboard displays the status of users on the system. Various views can be opened up in separate browser windows. The following views
are available:
People On Call – Lists all users on the system indicating which ones are on the phone by highlighting them in green. You can filter the
list of users by group.
Queue Monitor – Displays each queue and how many callers are waiting. Displays yellow ("warning") or red ("critical") if calls are waiting
too long or there are too many calls in the queue. See Inbound Call Queues for more information on setting queue wait-times and
capacity warning threshold values.
Agent Monitor – Lists each agent on the system with a color coded status:
Blue – Available
Blue w/ red border – Ringing
Green – On call
Red – Missed call
Gray – Unavailable, but online
Yellow – Warning (time based warning)
Maroon/Dark Red – Warning (time based warning, after yellow).
Yellow w/ red border – On hold
Agent Manager – Lists agents on the system and allows the administrator to adjust agents’ statuses. The statuses can be updated to
the following settings for each agent:
Available – Makes the agent available to take calls from the queue
Offline – Agent is no longer taking calls from the queue and is completely logged off
Lunch – Agent is still logged in but not taking calls
Meeting – Agent is still logged in but not taking calls
Training – Agent is still logged in but not taking calls
Break – Agent is still logged in but not taking calls
Queue Manager – Combines Queue Monitor and Agent Manager. The administrator can view the status of each queue and on the same
screen can adjust the status of each agent.
Monitoring Events through Email
To receive email notification of Barracuda Phone System events, use Configuration > System > Event Notifications to configure the Normal
warning level threshold, and interval after which Normal (batched) warnings should be sent out.You can also set the Immediate Warning Level
for warnings you want sent out immediately. All warnings (batched and immediate) will be sent to the configured Email Address (or addresses).
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Understanding Agents and Call Queues
As calls come in to the Barracuda Phone System, they are lined up based on priority and the order of arrival, called a queue. The Barracuda
Phone System then utilizes agents based on the inbound call queue agent settings to manage the distribution of the queued calls to the
appropriate extension(s). Figure 1 illustrates two agents per call.
Figure 1. Incoming Call Queue Agents.
Incoming call priority depends on the number of Queue Agents, the agent's Queue Call Priority setting, Agents per Call, and the Individual
Agent Ring Time settings, as defined when you create a queue agent on the Extensions > Inbound Call Queues page. You can assign a
specific extension as an agent, or assign an extension block to receive incoming queued calls.
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Monitoring and Managing Agents
Monitor Agents
View the status of each Barracuda Phone System agent on the Switchboard > Agent Monitor page.
Manage Agents
You can change the status of an agent on the Switchboard > Agent Manager page by clicking on the agent status, and selecting from the
available options:
Available
Offline
Lunch
Meeting
Training
Break
In addition to agent status, you can show or hide the agent phone information, and view the length of time the agent has been in the current state.
Agent Status
On both the Agent Monitor and Agent Manager pages, when an agent is available, it displays in a colored box based on its current status:
Blue indicates agent is available;
Green indicates agent is on a call, and call details display
Yellow indicates the agent has placed a call on hold, and call details display
Orange indicates the agent has been in the current state for longer than the warning threshold time as defined in the Wait Time Warning
Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)
Red indicates the agent has recently missed a call or has been in the current state for longer than the critical threshold time as defined in
the Wait Time Critical Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)
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Monitoring and Managing Call Queues
Monitoring Queues
You can view the status of all queues in the system on the Switchboard > Queue Monitor page. Each queue displays within a colored box
based on the current status:
Gray – A gray box Indicates the queue has not reached the warning threshold of too many callers waiting or callers waiting too long.
Orange – An orange box indicates the queue is in warning status.
Red – A red box indicates the queue has reached critical status.
All queues defined in the system are available on the Extension Guide. To view the Extension Guide, go to the Configuration > Phones page,
and click Open a printable extension guide.
Managing Queues
Manage queue status and view all queues in the system on the Switchboard > Queue Manager page. You can change the status of queues and
agents by clicking on the queue status, and selecting from the available options:
Available
Offline
Lunch
Meeting
Training
Break
Each queue agent displays in a colored box based on its current status:
Blue indicates agent is available to service calls.
Gray indicates agent is offline and unavailable to service calls.
Beige indicates agent is temporarily unavailable based on the status set in the Switchboard > Agent Manager page.
Orange indicates the agent has been in the current state longer than the warning threshold time as defined in the Wait Time Warning
Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)
Red indicates the agent has recently missed a call or has been in the current state for longer than the critical threshold time as defined in
the Wait Time Critical Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)
Modify Inbound Call Queue
Add, remove, or modify inbound call queues on the Extensions > Inbound Call Queues page. For more information, refer to Setting Up Inbound
Call Queues.
Number of Agents
On both the Queue Monitor and Queue Manager pages, the numbers in the upper-right corner of each queue box represent the number of agen
ts available to take a call and the total number of active agents assigned to the queue. For example, 2/5 means that there are 5 total agents, with
3 agents on calls and 2 agents idle and available for calls.
Reports
The Barracuda Phone System provides several types of reports for reviewing telephone activity.
In this Section
Call Detail Records
Phone Regististrations
Live Group Activity
Statistical Reports
See Also
Viewing System Events - Event Log
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Call Detail Records
Call detail records (CDRs) provide information for each call made to or from the Barracuda Phone System, however, this information is
not intended to be used for billing purposes. Advanced users can get more information from the Understanding CSV and CDR Records
article.
A CDR is generated for each call made to or from the Barracuda Phone System, and are available on the Reports > Call Detail Records page.
Customize your view by adjusting the number of records per page and the date/time range. You can also view the most recent calls from the last
hour, today, the past week, or the past month. The report includes the following fields:
Call Answered – Time stamp of when the call was picked up
Call End – Time stamp of when the call ended
Caller Name – Incoming caller's name
Caller Number – Incoming caller number
Destination Name – Call recipient name
Destination Number – Call recipient number
Billable Time – The billable length of the call; specifically, the time from call answer to call end (not including the amount of time the call
was ringing before being answered)
Recorded File/Fax – If the call was recorded or a fax was received, a link will be displayed in this column through which you can listen to
the call or display the fax
Download CSV File
From the REPORTS > Call Detail Records page, click Download CSV to download call details to a comma-separated value (CSV) format file
which you can then import into a database or spreadsheet for analysis. Note that the records are raw data which may require additional analysis
to be meaningful.
For example:
Data may contain records for both the originating leg (or A-leg) and the receiving leg (or B-leg) of the call. Corresponding legs can be
correlated using the uuid and bleg_uuid fields.
Transferring a call from one phone to another generates a new CDR for each transfer, and attended transfers appear different than blind
transfers.
The CSV file contains the following fields:
start_timestamp – Time that the call was initiated (i.e. started “ringing”)
answer_timestamp – Time that the call was answered (if blank then call was unanswered)
end_timestamp – Time the call ended (i.e. one party hung up)
caller_id_name – Caller ID name if available
caller_id_number – Caller ID number if available
destination_name – Recipient’s name if available
destination_number – Recipients phone number (i.e. the dialed number)
accountcode – Indicates an internal user made an outbound call
billsec – Billable seconds, i.e. the amount of time between call answer and call hangup (does not including time spent ringing)
duration – Total duration of call, from start to finish, including ringing time
hangup_cause – Reason that call ended. Common causes are:
NORMAL_CLEARING – one or both parties hung up
NORMAL_TEMPORARY_FAILURE – indicates an issue with the carrier on an outbound call
gateway_name – Gateway name
outbound_route – Outbound gateway
network_addr – Network address
read_codec – Negotiated codec of the inbound call
read_rate – Read rate extension data
write_codec – Negotiated codec of the outbound call
write_rate – Write rate extension data
context – Context of the inbound call
uuid – Universally unique identifier
bleg_uuid – UUID of the bleg
direction – Indicates whether call is inbound or outbound
record_file_name – Name of record
record_file_checksum – Record file checksum
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Advanced Topic - Understanding CSV and CDR Records
This article is for intermediate and advanced users who understand databases and spreadsheets, parsing records and fields, and
have some experience with PBX systems and CDRs. The provided information can increase system administrator or analyst
understanding of Call Detail Records (CDRs) for Barracuda Phone System.
This article includes the following topics:
Terms and Definitions
Sample CDR Spreadsheet
Call Types
One-legged Calls
Two-party Calls
Transferred Calls
SQL Information
CSV2SQL Script
Terms and Definitions
The following terms are used to describe call records:
Call Leg – A connection between an endpoint and the Barracuda Phone System. An endpoint is usually a user telephone, but it can also
be a connection to a service provider.
Call – In the strictest sense, a call connects two call legs. However, a call may sometimes just mean a call leg, depending upon the
context. In this document, any reference to a call means a connection between two call legs.
A Leg – The calling party's call leg. In most cases, the direction field for an A leg is inbound. (Call transfers can be an exception.)
B Leg – The called party's call leg. In most cases, the direction field for a B leg is outbound. (Call transfers can be an exception.)
UUID – Universally Unique Identifier. This is analogous to a serial number – each call leg has a uuid to distinguish it from all other call
legs.
A Leg UUID – Every call has a value in the UUID field, which is the A leg's UUID. A legs are also key fields, so a specific UUID never
appears in multiple records. (Note: B leg UUIDs do not have this constraint.)
B Leg UUID – Every answered call between two endpoints yields a second record, usually called the B leg record. A B leg UUID alway
s corresponds to another record A leg UUID.
One-legged Call – A call between an endpoint and a service on the Barracuda Phone System, for example, a user checking voicemail
messages. The call, between a telephone and the Barracuda Phone System, has no second endpoint. A one-legged call never has a
bleg_uuid value, or a corresponding CDR.
Attended Transfer – A standard transfer where the user transfers the caller to a new destination, waits for the destination phone to
answer, announces the call to the destination and then completes the transfer.
Blind Transfer – A transfer where the user sends a call to another phone without attending the transfer. Some phones do not support
blind transfers. CDRs for blind transfers are notoriously problematic.
Cancelled Transfer – A transfer where the user executes an attended transfer, then cancels the operation before the called party can
answer.
Hangup Cause – The reason that a call ended. The most common hangup causes are:
NORMAL_CLEARING – One party simply hung up the phone.
ORIGINATOR_CANCEL – The calling party hung up before the called party answered.
CALL_REJECTED – The called party rejected or otherwise did not answer.
Call Direction – The direction field of each CDR contains inbound or outbound depending on the call leg direction. The direction field
assumes the perspective of the Barracuda Phone System, not the endpoints. The call leg of the originator shows inbound and the call
leg of the called party shows outbound.
Sample CDR Spreadsheet
Refer to the sample spreadsheet below for example call records with accompanying explanations. In most cases, a single call example has
multiple CDRs. Note that some columns in the sample spreadsheet have been hidden to focus on the relevant data.
Sample Spreadsheet PDF file
After exporting the CSV file, you can import it into a spreadsheet or database program. Depending upon the amount of traffic on your system, you
may need to sort or filter by caller ID number or destination number to more easily isolate specific call records. At the end of this article, see the
SQL CREATE TABLE command example you can use with your DBMS, and a Perl script that demonstrates converting a CSV file into a set of
SQL INSERT statements.
Call Types
Different types of calls occur on a PBX. The most common call type is a simple call between two endpoints, for example, internal calls from phone
to phone, outbound calls to an external phone number, or inbound calls to a DID number that rings directly to a phone. There are also one-legged
calls, for example, a user dials *98 to retrieve his or her voicemail messages. Some calls have many call legs, for example, a call comes into the
system and is transferred from phone to phone.
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The Barracuda Phone System creates a CDR for each call leg . The following table provides examples of the number of CDRs created for typical
call types.
Call Type
Example
CDRs
One-legged call
User calls voicemail
1
Two one-legged calls
UserA calls UserB, hangs up before answer
2
Two-party call
UserA calls UserB, UserB answers
2
Two-party call
UserA calls external number, called party
answers
2
Transferred call - attended
UserA calls UserB, UserB answers then
transfers UserA to UserC
4
One-legged Calls
Example 1: A user calls voicemail
Below is a partial list of the fields from call #2 in the Sample Spreadsheet above:
Field
Value
Start_stamp
6/9/2015 17:03:46
Answer_stamp
6/9/2015 17:03:46
End_stamp
6/9/2015 17:04:04
Caller_id_number
2017
Destination_number
*98
Duration
18
Hangup_cause
NORMAL_CLEARING
Uuid
aea08dad-aa6f-4fba-8c5b-a41e57196e2e
Bleg_uuid
Direction
Inbound
The table shows that the user at x2017 dialed *98 at 5:03:46 PM and was connected for 18 seconds. The hangup_cause of NORMAL_CLEARI
NG means that the user hung up the phone after checking messages. The bleg_uuid field is empty, because there is no B leg on this call; it was
a one-legged connection between the user and the Barracuda Phone System.
Example 2: Caller hangs up before call is answered
In call #6 from the Sample Spreadsheet, the user at x2017 called x2001, but hung up before x2001 could answer. Notice that there are two
different, but somewhat related call records:
a call leg from x2017 to the Barracuda Phone System (inbound)
a call leg from Barracuda Phone System to x2001 (outbound)
These two records are shown in the table below.
Field
Caller
Callee
Start_stamp
6/9/2015 18:17:04
6/9/2015 18:17:04
End_stamp
6/9/2015 18:17:10
6/9/2015 18:17:10
Caller_id_number
2017
2017
Destination_number
2001
2001
Duration
0
0
Hangup_cause
ORIGINATOR_CANCEL
ORIGINATOR_CANCEL
Answer_stamp
Uuid
133
5e71880f-3628-4194-ab54-e163711ce857
bb7e3ea8-4486-4133-8f8d-70a44d34a0a2
Inbound
Outbound
Bleg_uuid
Direction
Every field is identical except the UUID and direction fields. Each call leg is distinct and therefore has its own UUID field. The direction of each
call leg differs, based on the perspective of the Barracuda Phone System. The direction of the caller is inbound to the Barracuda Phone System
and the direction of the callee is outbound to the Barracuda Phone System. Since the UUID values do not correlate, the only way to associate
these two records is by noting what they have in common:
The start and end times are identical, AND
There is no answer time, AND
The duration is 0, AND
The caller_id_number fields match, AND
The destination_number fields match, AND
The hangup_cause values for each record are ORIGINATOR_CANCEL
Any pair of records matching the above criteria can be assumed to be a call from party A ( caller_id_number) to party B (destination_number)
where party A hung up before party B answered.
Two-party Calls
Example 3: A call between two end points
Call #3 in the Sample Spreadsheet shows a call with two end points, the UUID from one leg is the bleg_uuid in the other.
Field
Caller
Callee
Start_stamp
6/9/2015 16:46:51
6/9/2015 16:46:51
Answer_stamp
6/9/2015 16:46:52
6/9/2015 16:46:52
End_stamp
6/9/2015 16:47:03
6/9/2015 16:47:03
Caller_id_number
2017
2007
Destination_number
2017
2007
Billsec
11
11
Duration
12
12
Hangup_cause
NORMAL_CLEARING
NORMAL_CLEARING
Uuid
cb1465b3-5c28-43b5-bcfa-a7a4a6ed2c79
32ca2613-428e-4b41-bd3c-f58cd59f9a97
Bleg_uuid
32ca2613-428e-4b41-bd3c-f58cd59f9a97
cb1465b3-5c28-43b5-bcfa-a7a4a6ed2c79
Direction
Inbound
Outbound
The table shows that the user at x2017 called x2007. The call rang for one second and then the user at x2007 answered. They conversed for 11
seconds and then hung up. Notice the UUID pair for this two-legged call:
Caller UUID appears as bleg_uuid in exactly one callee's CDR, AND
Callee UUID appears as bleg_uuid in exactly one caller's CDR
If the caller's UUID appears in more than one record as a bleg_uuid, then this is likely a blind or attended transfer.
Transferred Calls
Locating call transfers can be challenging. The SIP protocol is not explicit about call transfer attempts. Successfully executed attended transfers
are the easiest to locate. Blind transfers are difficult and require assumptions (see call #8 in the Sample Spreadsheet). Cancelled attended
transfers are also difficult (see call #9 in the Sample Spreadsheet ).
Example 4: Attended call transfer
Call #1 in the Sample Spreadsheet shows an attended transfer, where the user at x1001 calls x2007. The user at x2007 answers, and then does
an attended transfer to x2015. The user at x1001 speaks to the user at x2015, then the parties hang up.
Step 1: User at x1001 calls x2007
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Field
Caller
Callee
Start_stamp
6/9/2015 17:11:47
6/9/2015 17:11:47
Answer_stamp
6/9/2015 17:11:49
6/9/2015 17:11:49
End_stamp
6/9/2015 17:12:09
6/9/2015 17:12:03
Caller_id_number
1001
2007
Destination_number
1001
2007
Billsec
20
14
Duration
22
16
Hangup_cause
NORMAL_CLEARING
NORMAL_CLEARING
Uuid
472f54fb-b118-446f-8f57-ea462a5879ea
fc98263c-c5e3-4f96-89a7-eca08330d8e8
Bleg_uuid
dcdee45b-921e-4dbf-806e-bee6e2ea5cc0
472f54fb-b118-446f-8f57-ea462a5879ea
Direction
Inbound
Outbound
Field
Caller
Callee
Start_stamp
6/9/2015 17:11:59
6/9/2015 17:11:59
Answer_stamp
6/9/2015 17:12:02
6/9/2015 17:12:02
End_stamp
6/9/2015 17:12:03
6/9/2015 17:12:09
Caller_id_number
2007
2015
Destination_number
2015
2015
Billsec
1
7
Duration
4
10
Hangup_cause
NORMAL_CLEARING
NORMAL_CLEARING
Uuid
dd76d0b2-3404-430d-8325-829b05d450ae
fc98263c-c5e3-4f96-89a7-eca08330d8e8
Bleg_uuid
fc98263c-c5e3-4f96-89a7-eca08330d8e8
472f54fb-b118-446f-8f57-ea462a5879ea
Direction
Inbound
Outbound
Step 2: User at x2007 transfers the call to x2015
The key to understanding the records of an attended transfer is identifying a single record as the master leg record and correlating it to a set of
related records. The master leg always has the longest duration, because it represents the party transferred from one phone to the next. The
transferred party call leg stays constant throughout the entire call. However, the person executing the transfer, and the recipient of the transfer,
only speak to the transferred party for a portion of the call. This means that all CDRs related to the master CDR have a shorter duration. Note that
the master CDR has a direction of inbound if the transferred party is a caller, but has a direction of outbound if the transferred party is a callee.
Master CDR is Outbound – User A calls User B. User B (callee) transfers call to User C.
Master CDR is Inbound – User A calls User B. User A (caller) transfers call to User C .
The master record in the example above is the caller with UUID of 472f54fb-b118-446f-8f57-ea462a5879ea. The total duration of the call is 22
seconds, 20 spent talking to 2007 and 2015, and a few seconds 1001 was on hold while 2007 executed the transfer. You can tell that 2007
transferred the call to 2015 because it is the only other inbound call in the set of CDRs. In an attended transfer, any inbound CDR other than the
master CDR indicates an attended transfer took place.
The outbound CDRs that are not the master record represent parties with whom the master leg spoke.
In Example 4, 1001 is the master because 1001 was transferred from one user to another.
The first step of the call was 1001 speaking to 2007. The CDRs indicate that 2007 rang for two seconds and that 2007 spoke to 1001 for
an additional 14 seconds.
(Note CDR with uuid of dcdee45b-921e-4dbf-806e-bee6e2ea5cc0.)
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2007 then sent the call to 2015.
(Note CDR with uuid of dd76d0b2-3404-430d-8325-829b05d450ae.)
The call from 2007 to 2015 rang for three seconds, and after 2015 answered, it took one second for 2007 to complete the transfer.
From there, 1001 spoke to 2015 for seven seconds.
(Note CDR with uuid of fc98263c-c5e3-4f96-89a7-eca08330d8e8.)
Rules of thumb for calculating duration:
MasterDuration = (sum of inbound durations) – (sum of outbound durations)
MasterBillsec = (sum of inbound billsecs) – (sum of outbound billsecs)
In the example above:
MasterDuration = (16+10) – (4) = 22 seconds
MasterBillsec = (14+7) – (1) = 20 seconds
To programatically find the master record along with its related records:
1. Identify the master record, using the following criteria:
A master record UUID must appear in 2 or more other CDRs as the bleg_uuid.
In most cases, the master record CDR also has a UUID that appears in multiple CDRs as the bleg_uuid.
The master record is the record with the longest duration.
2. Select any record whose bleg_uuid is the master UUID. This includes the paired CDR. This yields a list of CDRs with unique UUID s.
3. For each uuid in the list of uuids from the previous step, look for any CDRs whose bleg_uuid is the same as the UUID . This yields
another set of UUID s.
Combine the lists and sort them ascending by start_stamp and then ascending by direction and you have a complete group of related CDRs in
an attended transfer.
SQL Information
Following is an SQL CREATE TABLE statement suitable for a PostgreSQL database that can be used as a reference for MySQL, SQLite, MS
Access and others.
CREATE TABLE cdrs
(
id bigserial
NOT NULL,
start_timestamp
timestamp without time zone,
answer_timestamp
end_timestamp
caller_id_name
character varying(255) NOT NULL DEFAULT ''::character varying,
caller_id_number
destination_name
character varying(255),
destination_number character varying(255) NOT NULL DEFAULT ''::character varying,
accountcode
billsec bigint
NOT NULL DEFAULT 0,
duration bigint
NOT NULL DEFAULT 0,
hangup_cause
gateway_name
outbound_route
network_addr
read_codec
read_rate
write_codec
write_rate
136
context
uuid
bleg_uuid
direction
character varying(16)
record_file_name
"between"
NOT NULL,
CONSTRAINT pk_cdr PRIMARY KEY (id),
CONSTRAINT unique_uuid UNIQUE (uuid)
)
WITH (
OIDS=FALSE
);
ALTER TABLE cdrs OWNER TO postgres;
CSV2SQL Script
The following pure Perl script converts a downloaded CSV file into a set of SQL INSERT statements. These are suitable for any SQL-compliant
RDBMS.
#!/usr/bin/perl
#
# csv2sql.pl
#
# Creates SQL INSERT statements from CSV data using header row as field
names
# Requires 2 cmd line args: filename.csv and table
name
#
Example:
# ./csv2sql.pl myfile.csv
my_table
#
# produces discrete insert lines that can be piped into your sql
client:
#
# INSERT INTO my_table (col1,col2,col3)
VALUES('value1','value2','value3');
#
# Pure Perl, no CPAN modules
necessary
#
use
strict;
use
warnings;
use Text::ParseWords;
## Perl Cookbook, Recipe
1.20
sub parse_csv
{
return quotewords("," => 0, $_[0]);
}
sub usage
{
die "\nUsage: $0 CSV_Filename
Table_name\n";
}
## Basic error checking on cmd line
args
my $csvfile = shift;
if ( ! $csvfile )
{
usage;
}
137
if ( ! -f $csvfile )
{
die "Could not locate $csvfile\n";
}
my $table_name = shift;
if ( ! $table_name )
{
die "Both dbname and table name are
required\n";
}
open (CSV,'<',$csvfile) or die "Could not open $csvfile:
$!\n";
my $header_row =
<CSV>;
chomp($header_row);
my @hdr = parse_csv($header_row);
## This is the same for each SQL statement we
build...
my $sql = "INSERT INTO $table_name (";
while(<CSV>) {
chomp;
my
@columns;
my @dataout;
my @data =
parse_csv($_);
@data = map { "'$_'"; } @data; ## Wrap each field in single
quotes
138
139
## Some DBMS's do not respond well to inserting a NULL field in a field that allows NULL
data...
foreach my $i (0..$#hdr)
{
if ( $data[$i] ne "''" )
{
## This field seems to have data, so let's add
it
push @columns,$hdr[$i];
push
@dataout,$data[$i];
}
}
my $sqlout =
$sql;
$sqlout .= join
',',@columns;
$sqlout .= ') VALUES(';
$sqlout .= join
',',@dataout;
$sqlout .= ');';
print $sqlout .
"\n";
}
close(CSV);
140
Phone Regististrations
Barracuda Phone System lists all Session Initiation Protocol (SIP) phone registrations on the REPORTS > Phone Registrations page. You can
view SIP registrations by category:
Active Registrations – Devices are actively registered and ready to receive calls
Inactive Registrations – Devices have an expired registration which the device has not renewed
Restricted Registrations – Devices are registered, however, for security reasons the phone's activity is limited
Use the Filter field to refine the list of devices by category.
141
Live Group Activity
View call time statistics for each member of a group on the REPORTS > Live Group Activity page.
To view a group member's activity,
1. In the REPORTS > Live Group Activity page, click on the group name; the members of the selected group populate the table.
2. View the following details by user:
Last Calls: Information about the current call, or the last call the person has completed.
Calls Out: The total number of outbound calls the person has made.
Out Ext: The number of outbound calls that were placed to remote destinations, not local extensions.
Out Int: Calls made internally, to other local extensions.
Calls In: Incoming calls made to the person.
Missed: Calls that were abandoned or sent to the person’s voicemail.
Rejected: Calls that were explicitly rejected while ringing the person.
Answered: Calls the person answered.
Total Calls: Calls the person has made or received.
Total Talk: Total talking time on all calls the person has made or received.
3. Click on a row to view additional details by user:
Talk Time In: Total amount of time spent on inbound phone calls.
Talk Time Out: Total amount of time spent on outbound phone calls.
Talk Time Out to External Parties: Total amount of time spent on calls to remote destinations.
Talk Time Out to Internal Parties: Total amount of time spent on calls to other internal extensions.
Average Talk Time In: Average time spent on inbound calls.
Average Talk Time Out: Average time spent on outbound calls.
Average Talk Time Out to External Parties: Average time spent on outbound calls to remote destinations.
Average Talk Time Out to Internal Parties: Average time spent on outbound calls to internal extensions.
Max Talk Time In: Longest amount of time spent on an inbound call.
Max Talk Time Out: Longest amount of time spent on an outbound call.
Max Talk Time Out to External Parties: Longest amount of time spent on an outbound call to an external party.
Max Talk Time Out to Internal Parties: Longest amount of time spent on an outbound call to an internal party.
4. Information shown is updated in real time, and totals are aggregated over the previous 24 hour period.
5. Click Full Screen to display the information in a full-screen view suitable for display.
142
Statistical Reports
This article refers to Barracuda Phone System firmware release 3.0.1 and higher.
Types of Reports
Create a New Report
Edit and Run Reports
Report Examples
Daily User Report
Hourly Queue Report - Yesterday
Hourly Queue Report – Today
Remove a Statistical Report
Types of Reports
There are three basic types of reports:
Each Row and Field of Data relates to
Example
People
a specific person
Calls Out: the number of outbound calls
made by an individual for the time period
specified in the report.
Groups
an aggregate group of people
Calls Out: the total number of outbound calls
made by group members.
Total Talk Time: the combined time each
group member talked on the phone.
the queue as a whole
Queues
Calls In: the number of calls that entered the
queue that were not transferred in.
Calls Abandoned: the total number of
queue calls abandoned.
Abandoned Percent: the percentage of
queue calls abandoned.
Create a New Report
You can create custom activity reports for one or more users.
1. From the REPORTS > Statistical Reports page select Create New Report.
2. In the Reports Options page, specify the following settings:
Name and Schedule
Report Name – Enter a name to identify the custom report output.
Schedule – Select the interval:
None (Manual only) – When selected, schedule is set manually
Daily, and then specify the start time
Weekly, and then specify start day of the week and time
Monthly, and then select the starting day of the month and time
Email To – Enter the email address(es) which receive the report based on the selected Schedule. (optional.)
Filtering and Aggregation
Show one row for each – Select the report layout based on user Group, Queue, or Person.
Filter (Show Only) – Select a filter to show the report for only a single Group or Queue. If left blank, the report runs for all
extensions of the selected type (all groups, all queues, or all persons).
Aggregate Every – Choose the time span that the report covers. Options include Day, Week, Month, 3 Months, or Year.
Report Covers Time Period – Select the time period from which the report selects records. The options are:
Time Before Report – select a specific number of days prior to the report generation day.
Current/Previous – select a period of time, such as previous day, week, month, or year. Also available are current day
to now, current week to now, current month to date, current quarter to date, and current year to date.
Date Range – select an absolute start and end date for the report.
Report Fields
Select the fields to include in the report. The table on the left contains a list of available fields. The table on the right contains a list of
fields selected to include in the report. Report fields are listed in Field Definitions.
143
To move fields from one table to another, click and drag a field or use the +/- arrow buttons.
To change the order fields appear in a report, click and drag the fields or use the up/down arrow buttons.
3. Click the green Create button to finish the process or click the red Cancel button to abort. The report is now ready to run.
Edit and Run Reports
1. Navigate to Reports > Statistical Reports. Click a report name in the list.
2. On the Report Options page, you can modify the report. You can also run the report in the following output types:
Run and View – The report runs and tabular results are displayed. Click a field in the header row to sort ascending or
descending by that field. Select the number of records to display on each page. Use the left and right arrow buttons at the
bottom of the page to navigate to the previous and next pages, respectively.
Run and Email – The report runs and is emailed as a CSV attachment to all specified email addresses.
Run and Download (CSV) – The report runs and a CSV file is immediately available for download via the browser.
Report Examples
Following are some examples of how to set up recurring reports of various types.
Daily User Report
Purpose: This report shows per-person statistics for every person on the system. It runs right after midnight and sends a CSV file to one or more
email addresses.
Report Configuration:
Name – Daily User Report
Schedule – Daily at 12:01AM
Email To – specify comma-separated list of email recipients
Show one row for each – Person
Aggregate Every – Day
Filter – (none)
Report Covers Time Period – Current/Previous, Previous Day
Fields – Recommend the default selected fields and add these:
Calls in external
Calls in internal
Calls slow answered
Max hold time
Max talk time
Report Execution – Report runs automatically each day and emails the previous day user statistics.
Hourly Queue Report - Yesterday
Purpose: This report shows hourly statistics for all inbound call queues on the system. It runs right after midnight and sends a CSV file to one or
more email addresses. This report helps the system administrator identify which hours of the day require more or fewer available agents to
service inbound call queues.
Name – Yesterday’s Hourly Queue Statistics
Schedule – Daily at 12:01AM
Email To – specify comma-separated list of email recipients
Show one row for each – Queue
Aggregate Every – Hour
Filter – (none)
Report Covers Time Period – Current/Previous, Previous Day
Fields – Recommend using the pre-selected fields.
Report Execution – Report runs automatically each day and emails the previous day hourly queue statistics.
Hourly Queue Report – Today
Purpose: This report shows hourly statistics for all inbound call queues on the system. It runs manually to get a “What’s Happening Today”
report.
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Name – Today’s Hourly Queue Statistics
Schedule – Manually
Email To – Specify recipients unless report is viewed on screen only
Show one row for each – Queue
Aggregate Every – Hour
Filter – (none)
Report Covers Time Period – Current/Previous, Current Day to Now
Fields – Recommend using the pre-selected fields.
Report Execution – Report runs manually. Choose to view the report on screen, via email, or direct CSV file download.
Remove a Statistical Report
To remove an activity report,
From the Statistical Reports page:
Go to the REPORTS > Statistical Reports page, select the report you want to delete, then click Delete Selected.
From a Report Options page:
At the top of the Report Options page, click Delete.
145
Field Definitions
The following is a list of all fields used in Statistical Reports.
Time metrics are reported in seconds.
Date
The date period.
Group name
The name of the group.
Calls out
Total calls placed by the user.
Calls out external
Total external party calls placed by the user.
Calls out internal
Total internal party calls placed by the user.
Calls in
Total calls sent to the queue. Does not include transfers, unless
attended.
Calls transferred in
Total calls transferred in to this queue, regardless of transfer method.
Calls in non-queue
Total non-queue calls sent to the user.
Calls in external
Total external party calls sent to the user.
Calls in internal
Total internal party calls sent to the user.
Calls missed
Total inbound calls user neither answered nor rejected.
Calls missed queue
Total inbound queue calls user neither answered nor rejected.
Calls missed non-queue
Total inbound non-queue calls user neither answered nor rejected.
Missed percent
Percentage of inbound calls missed.
Missed percent queue
Percentage of inbound queue calls missed.
Missed percent non-queue
Percentage of inbound non-queue calls missed.
Calls rejected
Total inbound calls user rejected.
Calls rejected queue
Total inbound queue calls user rejected.
Calls rejected non-queue
Total inbound non-queue calls user rejected.
Rejected percent
Percentage of inbound calls rejected.
Rejected percent queue
Percentage of inbound queue calls rejected.
Rejected percent non-queue
Percentage of inbound non-queue calls rejected.
Calls answered
Total inbound calls user answered.
Calls answered elsewhere
Total inbound calls answered for the user by another party.
Calls answered queue
Total inbound queue calls user answered.
Calls answered non-queue
Total inbound non-queue calls user answered.
Calls answered inbound external
Total inbound external calls user answered.
Calls answered inbound internal
Total inbound internal calls user answered.
Calls answered inbound internal non-queue
Total inbound non-queue internal calls user answered.
Calls slow answered
Total inbound calls user answered slowly.
Calls slow answered queue
Total inbound queue calls user answered slowly.
Calls slow answered non-queue
Total inbound non-queue calls, user answered slowly.
Answered percent
Percentage of inbound calls answered.
Answered percent queue
Percentage of inbound queue calls answered.
146
Answered percent non-queue
Percentage of inbound non-queue calls answered.
Calls transfered
Total calls user transferred to another party.
Calls to voicemail
Total times user dialed voicemail.
Calls out answered
Total outbound calls user answered. Not accurate for calls using an
analog port.
Calls out answered external
Total user external outbound calls answered.
Calls out answered internal
Total user internal outbound calls answered.
Total calls
Total user inbound calls plus total user outbound calls.
Total calls non queue
Total non-queue related inbound calls.
Total calls queue
Total queue inbound calls to a user.
Voicemail time
Total time user connected to voicemail.
Total phone time
Total time user engaged in calls.
Total ring time
Total time all calls sent to the queue spent ringing before agent
answered.
Total hold time
Total time all calls sent to the queue spent on hold after agent
answered.
Total talk time
Total time all calls sent to the queue spent in an active state after
agent answered.
Average ring time
Average time all calls sent to queue spent ringing before agent
answered or call abandoned.
Average hold time
Average time all answered calls sent to queue on hold after agent
answered.
Average talk time
Average time all answered calls sent to queue spent in active state
after agent answered.
Max ring time
Maximum time any single call spent ringing before agent answered or
call abandoned.
Max hold time
Maximum time any single call spent on hold after agent answered.
Max talk time
Maximum time any single call spent in an active state after agent
answered.
Max wait time before ring
Maximum time any single call spent waiting in queue before queue
began ringing an agent.
Total phone time non queue
Total time user on non-queue inbound calls, combined with outbound
calls.
Total ring time non queue
Total time user phone ringing with non-queue calls.
Total hold time non queue
Total time user phone on hold with non-queue calls.
Total talk time non queue
Total time user phone active with non-queue calls.
Average ring time non queue
Average time user phone ringing per non-queue call.
Average hold time non queue
Average time user phone on hold per non-queue call.
Average talk time non queue
Average time user phone active per non-queue call.
Max ring time non queue
Maximum time user phone ringing for all non-queue calls.
Max hold time non queue
Maximum time user phone on hold, for all non-queue calls.
Max talk time non queue
Maximum time user phone active, for all non-queue calls.
Total phone time queue
Total time the user engaged in inbound queue calls.
147
Total ring time queue
Total time user phone ringing, for queue calls.
Total hold time queue
Total time user phone on hold, for queue calls.
Total talk time queue
Total time user phone active, for queue calls.
Average ring time queue
Average time user phone ringing, for queue calls.
Average hold time queue
Average time user phone on hold, for queue calls.
Average talk time queue
Average time user phone active, for queue calls.
Max ring time queue
Maximum time user phone ringing, for queue calls.
Max hold time queue
Maximum time user phone on hold, for queue calls.
Max talk time queue
Maximum time user phone active for queue calls.
Total phone time in
Total time user engaged in inbound calls.
Total ring time in
Total time user phone ringing, for internal calls.
Total hold time in
Total time user phone on hold, for inbound calls.
Total talk time in
Total time user phone active, for inbound calls.
Average ring time in
Average time user phone ringing, for inbound calls.
Average hold time in
Average time user phone on hold, for inbound calls.
Average talk time in
Average time user phone active, for inbound calls.
Max ring time in
Maximum time user phone ringing, for inbound calls.
Max hold time in
Maximum time user phone on hold, for inbound calls.
Max talk time in
Maximum time user phone active, for inbound calls.
Total phone time in non queue
Total time the user engaged in non-queue inbound calls.
Total ring time in non queue
Total time user phone ringing for non-queue inbound calls.
Total hold time in non queue
Total time user phone on hold for non-queue inbound calls.
Total talk time in non queue
Total time user phone active for non-queue inbound calls.
Average ring time in non queue
Average time per call user phone ringing for non-queue inbound
calls.
Average hold time in non queue
Average time per call user phone on hold for non-queue inbound
calls.
Average talk time in non queue
Average time per call user phone active for non-queue inbound calls.
Max ring time in non queue
Maximum time user phone ringing for all non-queue inbound calls.
Max hold time in non queue
Maximum time user phone on hold for all non-queue inbound calls.
Max talk time in non queue
Maximum time user phone active for all non-queue inbound calls.
Total phone time in external
Total time the user engaged in external inbound calls.
Total ring time in external
Total time user phone ringing for external inbound calls.
Total hold time in external
Total time user phone on hold for external inbound calls.
Total talk time in external
Total time user phone active for external inbound calls.
Average ring time in external
Average time per call user phone ringing for external inbound calls.
Average hold time in external
Average time per call user phone on hold for external inbound calls.
Average talk time in external
Average time per call user phone active for external inbound calls.
Max ring time in external
Maximum time user phone ringing for all external inbound calls.
148
Max hold time in external
Maximum time user phone on hold for all external inbound calls.
Max talk time in external
Maximum time user phone active for all external inbound calls.
Total phone time in internal
Total time the user engaged in inbound internal calls.
Total ring time in internal
Total time user phone ringing for inbound internal calls.
Total hold time in internal
Total time user phone on hold for inbound internal calls.
Total talk time in internal
Total time user phone active for inbound internal calls.
Average ring time in internal
Average time per call user phone ringing for inbound internal calls.
Average hold time in internal
Average time per call user phone on hold for inbound internal calls.
Average talk time in internal
Average time per call user phone active for inbound internal calls.
Max hold time in internal
Maximum time user phone on hold for all inbound internal calls.
Max talk time in internal
Maximum time user phone active for all inbound internal calls.
Total phone time in internal non queue
Total time the user engaged in inbound non-queue internal calls.
Total hold time in internal non queue
Total time user phone on hold for inbound non-queue internal calls.
Total talk time in internal non queue
Total time user phone active for inbound non-queue internal calls.
Total ring time in internal non queue
Total time user phone ringing for inbound non-queue internal calls.
Average ring time in internal non queue
Average time per call phone ringing for inbound non-queue internal
calls.
Average hold time in internal non queue
Average time per call user phone on hold for inbound non-queue
internal calls.
Average talk time in internal non queue
Average time per call user phone active for inbound non-queue
internal calls.
Max ring time in internal non queue
Maximum time user phone ringing for inbound non-queue internal
calls.
Max hold time in internal non queue
Maximum time user phone on hold for all inbound non-queue internal
calls.
Max talk time in internal non queue
Maximum time user phone active for all inbound non-queue internal
calls.
Total phone time out
Total time user engaged in outbound calls.
Total ring time out
Total time user phone ringing for outbound calls.
Total hold time out
Total time user phone on hold for outbound calls.
Total talk time out
Total time user phone active for outbound calls.
Average ring time out
Average time user phone ringing for outbound calls.
Average hold time out
Average time user phone on hold for outbound calls.
Average talk time out
Average time user phone active for outbound calls.
Max ring time out
Maximum time user phone ringing for outbound calls.
Max hold time out
Maximum time user phone on hold for outbound calls.
Max talk time out
Maximum time user phone active for outbound calls.
Total phone time out external
Total time user engaged in external party outbound calls.
Total ring time out external
Total time user phone ringing for external party outbound calls.
Total hold time out external
Total time user phone on hold for external party outbound calls.
Total talk time out external
Total time user phone active for external party outbound calls.
149
Average ring time out external
Average time user phone ringing for external party outbound calls.
Average hold time out external
Average time user phone on hold for external party outbound calls.
Average talk time out external
Average time user phone active for external party outbound calls.
Max ring time out external
Maximum time user phone ringing for external party outbound calls.
Max hold time out external
Maximum time user phone on hold for external party outbound calls.
Max talk time out external
Maximum time user phone active for external party outbound calls.
Total phone time out internal
Total time user engaged in internal party outbound calls.
Total ring time out internal
Total time user phone ringing for internal party outbound calls.
Total hold time out internal
Total time user phone on hold for internal party outbound calls.
Total talk time out internal
Total time user phone active for internal party outbound calls.
Average ring time out internal
Average time user phone ringing for internal party outbound calls.
Average hold time out internal
Average time user phone on hold for internal party outbound calls.
Average talk time out internal
Average time user phone active for internal party outbound calls.
Max ring time out internal
Maximum time user phone ringing for internal party outbound calls.
Max hold time out internal
Maximum time user phone on hold for internal party outbound calls.
Max talk time out internal
Maximum time user phone active for internal party outbound calls.
Calls in abandoned
Total inbound calls abandoned before agent answered.
Calls in abandoned queue
Total inbound queue calls abandoned before agent answered.
Calls in abandoned non queue
Total inbound non-queue calls abandoned before agent answered.
Calls in abandoned percent
Percentage inbound calls counted as abandoned.
Calls in abandoned percent queue
Percentage inbound queue calls counted as abandoned.
Calls in abandoned percent non queue
Percentage inbound non-queue calls counted as abandoned.
Queue name
Name of the queue.
Queue ID
ID of the queue.
Calls abandoned
Total calls abandoned before agent answered.
Calls agent missed
Total calls sent to agents not answered or rejected by the target
agent.
Calls agent rejected
Total calls sent to agents and rejected by the target agent.
Calls per hour
Average number of calls sent to the queue per hour.
Abandoned percent
Percentage of calls sent to queue abandoned before agent
answered.
Total wait time
Total time all calls sent to queue waited before agent answered.
Total wait time no ring
Total time all calls sent to queue waited before queue attempted to
ring agent.
Total time abandoned
Total time all abandoned calls waited in queue before call
abandoned.
Average wait time
Average time all calls sent to queue waited before agent answered or
call abandoned.
Average wait time before ring agent
Average time all calls sent to queue waited before queue began
ringing an agent.
Average time to abandoned
Average time all abandoned calls waited in queue before abandoned.
150
Max wait time
Maximum time any single call waited in queue before agent
answered.
Max wait time before ring
Maximum time any call waited in queue before ringing an agent.
Max time to abandoned
Maximum time any single call waited in queue before call
abandoned.
User name
The first and last name of the user.
Troubleshooting
In this Section
Contacting Technical Support
Testing Network Connectivity
Diagnostic Testing
Shutdown, Restart, and Reboot the System
Reboot the Barracuda Phone System in Recovery Mode
PRI Statistics and Alarms
Suspicious Zero Second Calls in the Call Detail Records
SIP ALGs and the Barracuda Phone System
Early Media Cut-Through
See Also
151
152
Contacting Technical Support
To contact Barracuda Networks online from any locale:
Visit http://www.barracuda.com/support for regional contact information. You can also click Create a Support Case.
Barracuda Networks Community Forum: Here you can post and answer other users' questions; visit https://www.barracudanetworks.c
om/support/forum to log in or create a new Barracuda Networks Community Forum account.
de
Kontaktieren Sie Barracuda Networks online aus der ganzen Welt:
Besuchen Sie http://www.barracuda.com/support, und finden Sie Ihre regionalen Kontaktinformationen. Sie können dort auch auf Create
a Support Case.klicken.
Barracuda Networks Community Forum: Hier können Sie Forenbeiträge schreiben und auf die Fragen anderer User antworten.
Besuchen Sie https://www.barracudanetworks.com/support/forum zum Einloggen oder zum Anlegen eines neuen Barracuda Networks
Community-Forum-Accounts.
153
Testing Network Connectivity
See also:
System Management
Monitoring the System
Use the Configuration > Troubleshooting page to identify and resolve connectivity issues.
In this article:
Support Tunnel Connection
Test Connectivity
Connect to Barracuda Networks Support Servers with Network Connectivity
Connecting to Barracuda Networks without Network Connectivity
Support Tunnel Connection
You use the support tunnel when talking to a Barracuda Networks support technician. The support tunnel key displays in NATO call sign notation
so it can more easily be conveyed over the phone. The connection is an SSH tunnel on TCP port 22 and it allows the support technician to
access your system for troubleshooting.
Test Connectivity
Test the Barracuda Phone System connectivity from any networked computer by setting the browser address line to the Barracuda Phone
System IP address, for example, enter: http://192.168.200.200.
Connect to Barracuda Networks Support Servers with Network Connectivity
If network connectivity is verified, navigate to the CONFIGURATION > Troubleshooting page where you can establish a Support Tunnel to
Barracuda Networks Technical Support Center to allow technical support engineers to assist you with any issues you are experiencing. Select En
abled in the Enable/Disable Tunnel section, and then click Start Support Tunnel to open a support tunnel, and Stop Support Tunnel to close it.
Connecting to Barracuda Networks without Network Connectivity
If the Barracuda Phone System is not accessible from the network, attach a monitor and keyboard directly to the appliance so that you can
establish a Support Tunnel to Barracuda Networks Technical Support Center. This connection allows Barracuda Technical Support to
troubleshoot the system and restore connectivity.
154
Diagnostic Testing
Use diagnostic tests available on the Configuration > Diagnostics page to identify common network configuration problems affecting call quality
or system stability to assist with troubleshooting and support. Each test includes the following elements:
Run – Check this box to select a test to be run. All selected tests will be performed when Run Selected Tests Now is clicked.
Description – Test description.
Last Test Completed – Date and time that the test was last run.
Status – Displays test status: Passed, Failed, or Some Failed reflecting the test result.
Details – Display additional details, if available, by clicking on the Show/Hide link.
To run a diagnostic test,
1. Select one or more test from the table, and then click Run Selected Tests.
Depending on the number of tests selected, this may take several minutes.
2. Once the test is complete, each test’s status updates. If any test fails, click Show/Hide to see details and possible remedies. The
following tests are available:
Storage Space – Checks available storage space for firmware, voicemail, and the system as a whole.
Database Integrity – Performs a database integrity check and notifies you of any concerns, directing you to contact technical
support.
Ping Default Gateway – Performs a simple ping test between the Barracuda Phone System and the default gateway. The ping
time displays in the details.
DNS Resolution – Performs a DNS resolution test for each SIP provider whose host is a domain name. The details view notifies
you if NAPTR or SRV records are not set up on the domain name in question.
Provider Ping – Performs a trace route for each SIP provider on the system. If the ping fails, a trace route displays along with
some suggestions on possible solutions.
NTP Association – Tests the Network Time Protocol server configured for the system.
Inbound SIP Calls – Tests the firewall to make sure all the necessary ports are forwarded.
Outbound SIP Calls – Performs the following tests on each SIP provider:
Create A Provider – Verifies a provider can be added to the system.
Register to Diagnostic Server – Verifies the registration process using a Barracuda Phone System diagnostic server
that is on the public Internet.
Outbound Call – Makes a sample test call through the Barracuda Phone System diagnostic server.
Two-Way Audio – Confirms that media (i.e. audio) flows in both directions on the test call.
Jitter – Measures the jitter on the test call.
Remove A Provider – Verifies a provider can be removed from the system.
The use of firewall rules may cause diagnostic tests to fail. Following is a list of IP Addresses that may be used to allow the diagnostic
tests to pass:
Server: 10.66.29.250
Address: 10.66.29.250#53
Non-authoritative answer:
Name: ws-01.cudatel.com
Address: 64.235.150.131
Server: 10.66.29.250
Address: 10.66.29.250#53
Address: 64.235.150.132
Server: 10.66.29.250
Address: 10.66.29.250#53
Address: 64.235.150.133
Server: 10.66.29.250
Address: 10.66.29.250#53
Address: 64.235.150.134
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Shutdown, Restart, and Reboot the System
Occasionally it may be necessary to reboot your system. Before doing so, you should back up your system if you have not done so recently. The
System Shutdown/Restart section on the Configuration > Troubleshooting page allows you to Shut Down or Restart the Barracuda Phone
System. You can also Reboot all phones from this screen if necessary. These actions are typically performed at the instruction of Barracuda
Networks Technical Support:
System Shutdown/Restart – There are three buttons for restarting the system:
All three of these options cause interruptions to any calls that are in progress and prevent new calls from taking place until the
system is back online.
System Shutdown – Physically powers off the system. It will not turn back on unless someone presses the actual power button
on the unit. Use with caution.
System Restart – Reboots the system. (This is the equivalent of a warm boot of the system.)
Restart Telephony Engine – Restarts only the Barracuda Phone System telephony engine. This option is the least drastic of
the three system reset options, but does cause an interruption in current phone calls. The unit is not rebooted, only the system
software is restarted.
Rebooting Phones – Select Reboot All Phones to reboot every Barracuda Phone System connected phone. This does not interrupt
current calls. Phones in use will reboot after they return to an idle state.
You can also perform a hard reset of the Barracuda Phone System by pressing the RESET button on the front panel of the system.
However, caution should be used when pressing the RESET button, as doing so while the Barracuda Phone System is doing a
configuration update or other task can result in inadvertent corruption of the system.
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Reboot the Barracuda Phone System in Recovery Mode
If your Barracuda Phone System experiences a serious issue that impacts its core functionality, you can use diagnostic and recovery tools
available at the reboot menu to return your system to an operational state.
Before using the diagnostic and recovery tools, try the following:
Use the built-in troubleshooting tools on the CONFIGURATION > Troubleshooting page to help diagnose the problem.
Perform a system restore from the last known good backup file.
Contact Barracuda Networks Technical Support for additional troubleshooting tips.
As a last resort, you can reboot your Barracuda Phone System and run a memory test or perform a complete system recovery, as described
below.
To perform a system recovery or hardware test:
1. Connect a monitor and keyboard directly to your Barracuda Phone System.
2. Reboot the system by doing one of the following:
Click System Restart on the CONFIGURATION > Troubleshooting page.
Press the Power button on the front panel to turn off the system, and then press the Power button again to turn the system back
on.
3. The Barracuda splash screen displays with the following three boot options:
Barracuda
Recovery
Hardware_Test
4. Use your keyboard to select the desired boot option, and press Enter.
Important
You must select the boot option within three seconds of the splash screen appearing. If you do not select an option within three
seconds, the Barracuda Phone System defaults to starting up in the normal mode (first option).
To stop a hardware test, press Ctrl-Alt-Del to reboot your Barracuda Phone System.
Reboot Options
Description
Barracuda
Starts the Barracuda Phone System in the normal (default) mode.
This option is automatically selected if no other option is specified
within the first three (3) seconds of the splash screen appearing.
Recovery
Displays the Recovery Console where you can select from the
following options:
Perform file system repair - Repairs the file system on the
Perform full system re-image - Restores the factory settings
on your Barracuda Phone System, and clears out all
configuration information.
Enable remote administration - Initiates a connection to
Barracuda Central that allows Barracuda Networks Technical
Support to access the system. Another method for enabling this
troubleshooting connection is to click Establish Connection to
Barracuda Networks on the CONFIGURATION >
Troubleshooting page.
Run diagnostic memory test - Runs a diagnostic memory test
from the operating system. If problems are reported when
running this option, it is recommended that you next run the
Hardware_Test option.
Hardware_Test
Performs a thorough memory test that shows most memory-related
errors within a two-hour time period. The memory test is performed
outside of the operating system and can take a long time to
complete.
Reboot your Barracuda Phone System to stop the hardware test by
pressing Ctrl-Alt-Del.
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PRI Statistics and Alarms
Symptoms of PRI trouble may include poor sound quality or dropped calls. Information for each port can be found on the Troubleshooting
Information page for each port, accessible from the port detail screen.
The following information is available on the Troubleshooting Information screen:
Total rx packets: Total received Packets
Total tx packets: Total Sent Packets
Total rx bytes: Total Received Bytes
Total tx bytes: Total Sent Bytes
Bad rx packets: Bad Received Packets
Packet tx problems: Failed Packet Transmit Attempts
Rx frames dropped: Received Frames Dropped
Tx frames dropped: Sent Frames Dropped
Multicast rx packets: Multicast Packets Received
Tx collisions: Collisions in Sent Packets
Rx length errors: Received Packets of Incorrect Length
Rx overrun errors: The rate with which data is coming to your server exceeds the limit that the server's NIC can handle
CRC errors: Packet Checksum Errors
Abort frames: Token Ring Abort Frames
Rx fifo overrun: see Rx overrun errors (It is not uncommon to see these when the card is starting up. Once all ports are up and working,
you should not see them any longer.)
Rx missed packet: A variation in the delay of received packets
Alarms
ALOS (Loss of Signal): Analog Loss of Signal
Cabling issue. Check the health of the cable plugged into the port, as well as its connection to the port it is plugged into. You will also see the Rx
Level either very low, or in a disconnected state: -36 -> -44. It is typical to have this alarm triggers in combination with 'Open Circuit' if there is an
issue with the physical connection
LOS (Loss of Signal): Digital Loss of Signal
See above
LOF (Loss of Framing):
Raised after four consecutive frames with FAS error. If RAI and AIS alarms are not indicated, verify that you have selected the proper line framing
(i.e T1: ESF, D4, E1:CRC4, NCRC4..etc)
Red (Local Alarm):
Usually indicates a physical problem on the local side such as a cable being disconnected
AIS/Blue (Intermediate Alarm): Alarm Indication Signal
Typically know as a BLUE Alarm. all-ones signal transmission to the receiving equipment (the Sangoma card) to indicate that an upstream
repeater (telco equipment) is in alarm, due to upstream transmission fault, either from another repeater or from the telco itself. If the only alarms
indicating in the wanpipemon output is AIS:ON, then contact your telco with this information (RAI:ON can also be a possibility in this case as well)
RAI (Remote Alarm):
Indicates that the Far end (typically the Telco) is in RED alarm state and sending that message over the line. If the only alarm in your
wanpipemon output is RAI:ON then contact your telco with this information.
You will also get this alarm, and only this alarm, if your framing is incorrect.
PMON Counters
Line Code Violation: This occurs upon a bipolar violation
Bit Errors: The number of bit errors is the number of received bits of a data stream over a communication channel that have been altered due to
noise, interference, distortion or bit synchronization errors
Out of Frame Errors: An OOF defect is the occurrence of a particular density of Framing Error events.
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Suspicious Zero Second Calls in the Call Detail Records
Understanding Suspicious Zero Second Calls
Some people or groups utilize a method of stealing phone time for profit called "grey routing." This is the process of routing calls through an
exposed phone server in order to make the calls for free. The Barracuda Phone System does not allow any inbound public calls to route back
outbound without first being authenticated by the telephony engine (either via registration or via IP authorized sites), or by diverting an inbound
call outbound via Find Me Forwarding . The Barracuda Phone System logs all call attempts, successful and unsuccessful, that reach the Server.
These calls will not be successful, but they are noted so that a record of the attempt exists. There is no cause for concern when they are found.
Call Records with Destinations that would never Route on the PSTN
In addition to people or groups attempting to commit toll fraud by grey routing calls, there are still more people and entities that maliciously
attempt to take PBXs such as the Barracuda Phone System offline by bombarding the unit with thousands of call attempts per second. This is an
industry-wide problem. Even large ITSPs have been affected by these malicious parties.
Stop Suspicious Zero Second Calls
If you download the CSV file of the CDRs during or immediately after the event, the network_addr column displays the offending source IP
address of the attacker. You can block this IP address at the edge firewall or directly via the Barracuda Phone System's built-in software firewall (i
f using the WAN interface) on the CONFIGURATION > Security page.
Another way to mitigate these attacks is by restricting access inbound on your edge firewall or the built-in software firewall (if using the WAN
interface) to the Barracuda Phone System on port(s) UDP/TCP/5060 and UDP/TCP/5065 to only trusted IP addresses (i.e., signaling gateway of
ITSP/SIP provider for port 5060 and remote IP addresses of all authorized users for port 5065). It can also be beneficial to limit access for
unauthorized IP addresses to the web interface (tcp/80) and/or NTP server (udp/123) to further reduce DoS attack vectors.
Mitigating New Attacks
The Barracuda Phone System firmware is constantly being updated with new technologies that attempt to automatically block these types of
attacks. However, it is a constant struggle and these types of attacks will continue to affect all IP-based PBXs for the foreseeable future.
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SIP ALGs and the Barracuda Phone System
An Application Layer Gateway (ALG) is a security service or filter included in many network firewall and routers. It is intended to handle
application-level routing, filtering, and NAT traversal of various services used in internetworking today.
Purpose of an SIP ALG
ALGs perform a few optional services on the network edge:
NAT traversal for applications that are not NAT-aware
Session control for specific applications that require certain ports to remain open
Policy-based routing and redirection, and traffic redirection for specific applications
Granular control of application functions, commands, and features
Understanding SIP ALGs
ALGs typically reside at the edge router and use Stateful or Deep Packet Inspection in order to detect and then subsequently modify their target
data. ALGs perform a function similar to transparent proxies.
Identifying an SIP ALG on a Network Firewall or Router
SIP ALGs are labeled with a variety of naming conventions including:
SIP Inspection
SIP Fixup
SIP Inspect Service
SIP Pass-Through
SIP Transformations
SIP Cleanup
SIP Helper
Voice Filtering Rules
Most network firewalls and routers have SIP ALGs enabled by default. More often times than not, SIP ALG controls/settings are hidden and are
often seen on hidden or 'advanced' configuration menus. Sometimes, particularly with certain Cisco devices, SIP ALGs are not exposed on the
web management portal of the firewall/router but within the command line interface (if equipped). Review your firewall/router vendor's
documentation to determine if a SIP ALG is present, if it is enabled by default, and if it can be disabled. In other cases such as rented or
managed equipment from your ISP, the end-customer may not have the ability to disable the SIP ALG without a support call to their ISP's help
desk.
Symptoms of an SIP ALG Causing VoIP Call Problems
An ALG that is not compatible with the Barracuda Phone System can cause a wide range of issues for both inbound and outbound calls. The
most common symptoms can include, but are not limited to:
One-way ability to originate or terminate calls (e.g., can place an outbound call but cannot receive and inbound call).
One-way audio for whole calls or during specific portions of calls in either direction (e.g., outbound or inbound).
Particular portions of SIP signaling messages that are missing or contain incorrect information.
Apparently successful calls to/from remote phones and/or SIP providers and that are from/to the Barracuda Phone System but result in
sudden drops less than one minute after the call was established.
Typically, signaling and/or audio problems appear where:
Calls from phones that must traverse a NAT router to terminate at the Barracuda Phone System.
Calls that are originated from the Barracuda Phone System to remote phones that are registered outside of the LAN.
Recommended SIP ALG Configuration on Edge Routers
The Barracuda Phone System is designed with NAT traversal in mind, and in most instances, handles the same functions as an SIP ALG more
effectively without an external filtering server/service in place. In almost all known instances, it is recommended that you disable any SIP ALGs.
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Early Media Cut-Through
Although not common, some PRI circuits enable authentication features on outbound calls using media played before the call is actually
connected. This is most commonly accomplished using early media cut-through, using one of three messages for media start; on-progress,
on-alert, or on-proceed. The most common method is on-progress, but it is very important that the media point is matched by the provider and the
PBX.
The Barracuda Phone System can be configured to provide a media channel for the cut-through messaging. If you need this feature enabled,
contact your provider to determine if it is media cut-through and at which point it is enabled, and then contact Technical Support for assistance in
enabling this feature.
Barracuda Phone System Hardware
In this Article
Barracuda Phone System Front and Back Panel Diagrams
Barracuda Phone System Hardware Specifications
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164
Barracuda Phone System Front and Back Panel Diagrams
Barracuda Phone System Front Panel
Figure 1. High Availability (HA)/Auxiliary (AUX) Input.
Figure 2. WAN/LAN Input.
Only the power and HDD activity LEDs have a function relevant to the operation of the system. The other three LEDs (red, yellow, and
green LEDs to the left of the HDD indicator) have not been programmed to be any specific kind of indicators and should be ignored. All
diagnostic information is provided in the console and the web interface.
Barracuda Phone System Back Panel
Figure 3. Model 270B, LAN/WAN Input.
Figure 4. Model 270B, AUX Input.
Figure 6. Model 370B, HA Input.
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Barracuda Phone System Hardware Specifications
The Barracuda Phone System comes in a variety of models. Refer to the following tables for the concurrent call capacity and features available
on each model.
Table 1. General Features by Model.
Feature
Model 170
Model 270
Model 370
Model 470
Model 670
Concurrent Call
Support
5
10
50
100
250
Conferences
1
2
5
15
50
User Support
Unlimited
Unlimited
Unlimited
Unlimited
Unlimited
25 GB
50GB
100 GB
200 GB
400 GB
Voicemail Storage
Table 2. Hardware Features by Model.
Feature
Model 170
Model 270
Model 370
Model 470
Model 670
Rackmount Chassis
Desktop
1U Mini
1U Mini
1U Mini
1U Full Size
Dimensions (Inches)
10x2x8.3
16.8x1.7x14
16.8x1.7x14
16.8x1.7x14
16.8x1.7x22.6
Dimensions
(Centimeters)
10.5x5x21.1
42.7x4.3x35.6
42.7x4.3x35.6
42.7x4.3x35.6
42.7x4.3x57.4
Weight
5.2 lb/2.4 kg
12 lb/5.4 kg
12 lb/5.4 kg
12 lb/5.4 kg
26 lb/11.8 kg
1xGigabit
2xGigabit
2xGigabit
2xGigabit
2xGigabit
AC Input Current
(Amps)
1A
1A
1.2A
1.4A
1.8A
Solid State Boot
Disk
–
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
ECC Memory
–
–
–
–
Yes
Redundant Disk
Array (RAID)
–
–
–
–
Yes
2 Analog
4 Analog
Single T1/PRI
Dual T1/PRI
Quad T1/PRI
Ethernet
Echo Cancellation
Optional Phone Line
(TDM) Hardware
Table 3. Voice Features.
Feature
Model 170
Model 270
Model 370
Model 470
Model 670
Call Conferencing
Yes
Yes
Yes
Yes
Yes
Voicemail
Yes
Yes
Yes
Yes
Yes
Voicemail/Email
Integration
Yes
Yes
Yes
Yes
Yes
Automated
Attendant (IVR)
Yes
Yes
Yes
Yes
Yes
SIP Voice/Video
Client Support
Yes
Yes
Yes
Yes
Yes
SIP Provider
Support
Yes
Yes
Yes
Yes
Yes
High-Definition
Audio
Yes
Yes
Yes
Yes
Yes
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Windows Active
Directory Integration
Yes
Yes
Yes
Yes
Yes
LDAP Support/User
Import
Yes
Yes
Yes
Yes
Yes
Call Recording
Yes
Yes
Yes
Yes
Yes
Performance
Monitoring
Yes
Yes
Yes
Yes
Yes
Automated Phone
Provisioning
Yes
Yes
Yes
Yes
Yes
–
–
–
–
Yes
Customizable
Branding
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Barracuda Phone System User Portal - Communication Command
Center
This feature was formerly called the Call Control Client.
The Barracuda Phone System provides a web-based portal, the Communication Command Center, where you can:
review recent calls
answer calls
place calls on hold
arrange multi-user conferences
set agent availability status
In this article
Launching the Communication Command Center
Using the Dial Pad
Managing Calls
Call State
Call Transfer
Call Hold
Call End/Reject
Tabs in the CCC
Contacts Tab
Conference Manager Tab
Queue Calls Tab
Previous Calls Tab
Utilities Tab
Find-Me Call Forwarding
Activating and Configuring Find-Me Forwarding
Default Action
Message Center
Voicemail and Faxes
Send a Fax
You can access the Communication Command Center (CCC) with a web browser (e.g., IE 8+, Safari, Firefox, or Chrome).
Before you begin, obtain the following information from your administrator:
IP address or domain name – Information typed into the browser address bar. For example, http://192.168.1.200 or http://bps.company
.local.
Username – Usually your extension number
Password – Usually the same as your voicemail PIN.
Launching the Communication Command Center
To launch the CCC, you can:
click Communication Command Center at the login prompt.
click the Communication Command Center tab after you log in.
click the Launch CCC button from within Microsoft Outlook, if you have installed the Click-to-Dial Outlook Add-In, ok to say here? cbg?
You might want to create a bookmark for the login page.
After logging into the CCC, a list of devices assigned to you, along with any extensions assigned to them, is displayed. Select any extension you
want to control. The tabs on the left side of the interface can be dragged to re-order them, or to create new rows, columns, or stacks. If you want
to reset the layout, use the Reset Local Settings option in the Utilities tab.
Using the Dial Pad
To dial out, select numbers on the dial pad.
To search for a number, enter numbers to search. After a search, you can place the call from the search results by:
clicking Call.
dragging the number onto the blue area of the dial pad.
Once on a call, key presses are sent to the current call, allowing you to quickly get through Interactive Voice Response systems.
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When making an outbound call, not all destination phone numbers have an associated caller ID name. Support for this feature depends
on your carrier.
Managing Calls
Call State
The state of calls to or from the selected phone are shown above the dial pad. Some may be in a collapsed or combined state. To expand these
calls, click the call to toggle its state.
Call Transfer
To transfer an active call, click Transfer for the call, then enter or select a destination. You can also drag the current call onto another person or
active call to transfer callers or connect active calls together. Dragging phone numbers and calls from other tabs onto your active-calls list works
the same way.
All call transfers using the CCC are blind transfers.
Call Hold
To place a caller on hold, click Hold above the dial pad.
To take a caller off hold, click Resume above the dial pad. The held call may be collapsed or combined with other calls. In this case, click the
summary item to expand the hidden calls.
Call End/Reject
To end a call, or reject a ringing call, click the Hang Up button.
Tabs in the CCC
Contacts Tab
Queue Calls Tab
Previous Calls Tab
Utilities Tab
Contacts Tab
The Contacts Tab displays all contacts from your Address Book.
On the Contacts tab, you can:
Search Contacts – At the top of the tab page, entering extensions or names to find a specific contact.
Place/Transfer Calls – Drag contacts and search results to the dial pad or to other tabs to make or transfer calls.
Add/Manage Contacts – On the main interface of the Barracuda Phone System, go to the Personal > Address Book page.
The Conference Manager tab shows each active conference you can manage or view. Each conference listing includes the individual
conference members. Select a conference to view details including conference members. Conference members can use the following controls:
Mute/unmute – Mute or unmute a single member of the conference.
Kick – Forcibly remove (i.e., hang up on) a conference member.
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Transfer – Transfer a conference member to another extension or phone number. This control opens a new window and requires a
destination entry to complete the transfer.
Audio Controls – Adjust the gain and energy for a conference member. This control opens a new window, which includes two slider
controls:
The Gain slider amplifies member audio; the higher the slider, the louder the member voice. Raising the Gain slider also
amplifies background noise.
The Energy slider helps adjust the audio in a noisy environment. Increasing Energy reduces the background noise transmitted
to the conference. The louder the background environment, the higher you should set the Energy slider.
The following controls are available on the conference itself:
Lock/Unlock – Lock the conference to prevent anyone else from joining, or click Unlock to allow others to join the conference.
Invite – Enter an extension or phone number and the system dials the target number adding it to the conference.
Mute / Present – Mutes / Unmutes every member in the conference.
When no conferences are active (or when you have not been assigned to any conferences) your conference window shows no active
calls and no active conferences.
Queue Calls Tab
Use the Queue Calls tab to view and manually answer calls in any assigned queues. Your agent availability status must be set to Available on
the Utilities tab to receive a call from the queue automatically. Agent availability changes also reflect in agent/queue manager and monitor
screens. Refer to the Utilities section below for more information on Queue Agent Status.
The call queue displays:
caller ID information, if available
time waiting in the queue
By selecting a call from the list, an agent chooses a call to receive. Otherwise, the system determines the next call to deliver.\
Previous Calls Tab
All previous calls are listed under Recent Calls. Click Call next to a number, or drag a number to your dial pad to call it.
Utilities Tab
You can set your Queue Agent status, located at the top of the tab. Queue Agent status options include:
Available
Offline
Lunch
Meeting
Training
Break
Before changing your agent status, verify the correct agent status according to your company policies. When your status is Available, waiting
calls display on the Queue Calls tab. Your desk phone rings if you are not already on a call. If you answer a call, a green border appears around
the call for a moment before it moves to the dial pad pane.
You can also use your phone to change your status to Available or Offline.
To change your status from your phone, dial *999, then is this correct? cbg or is this for logging in and logging out?
press 1 for Available status
press 2 for Offline status
Your status changes, and you receive or stop receiving calls accordingly.
Only Available agents receive calls from a queue.
An active agent who is Idle has a status of Available and no waiting calls.
From the Utilities tab, you can also:
enable/disable showing a popup message for incoming calls
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reset your CCC settings to their default values and default positions
log out
Find-Me Call Forwarding
Find-Me Forwarding allows you to define the Barracuda Phone System response to a call received on any of your extensions. For example, you
can set up Find-Me Forwarding to direct calls received off-hours to an external, personal number, or you can put a caller on hold while
the Barracuda Phone System attempts to reach you at each of your phones. Define Find-Me Forwarding on the Find-Me > Call Forwarding pa
ge.
Call forwarding uses the Calling Sequence to forward calls to each number in the list, in order. If the call remains unanswered at the end of the
calling sequence, the If the call is not answered option is executed. If no numbers are in the calling sequence, the If the call is not answered s
election is executed as soon as the call comes in.
Before making any changes, be sure you have mapped out the way you want calls to be handled. Consider these questions:
Do I want calls routed based on time-of-day and/or day-of-week?
Do I want calls routed to another extension or telephone number?
If calls are routed to my mobile phone, how should unanswered calls be handled: by my Barracuda Phone System voicemail or by my
mobile phone’s voicemail?
As an example, the following instructions will demonstrate this routing setup:
Calls ring desk phone from 8am to 5pm, Monday – Friday
Calls ring an external number between 5pm and 6pm
Calls ring external number for 15 seconds
Unanswered calls to external number go to Barracuda Phone System voicemail box
Calls outside these hours do not ring the desk phone but instead go directly to Barracuda Phone System voicemail box.
Activating and Configuring Find-Me Forwarding
The following example illustrates how to configure Find Me Forwarding using the basic feature functionality.
To activate Find-Me Forwarding:
1.
2.
3.
4.
5.
6.
Navigate to Find Me > Find-Me Forwarding. Click your extension.
Under Find-Me Forwarding, select Active (Use Rules and Actions)
Under Default Action Set, select an existing set or type a name for a new set you will define.
Click Save.
Under Rules and Actions, click Add a Rule.
In the Time/Number Rule column, you will specify when this rule applies. For example, a rule could apply only on Sunday, or when a
particular mode is enabled, or for an entire day, or every weekday from 3:00 to 5:00 PM, or only when a specified number calls the ACR.
Combine these restrictions to create complex rules.
Mode – Select a system mode for which this rule will apply: Day, Night, or (All Modes). By default, each rule applies to All
Modes. If the system mode does not match one of the modes specified, the rule will be rejected, and no other scheduling rules
will be evaluated, except for the Default Action.
You can change the system mode on Configuration > System or by dialing *663 from your telephone keypad. Your
administrator must configure your extension to support this feature.
7.
8.
9.
10.
11.
Days – Select each day of the week when this rule applies. The rule is not applied to calls received on unselected days.
Time – Specify the time of day when this rule applies. All Day is 24 hours. To specify a smaller time range (such as business
hours) select a start time and an end time. The rule is not applied to calls received outside the specified time range.
Caller – Select Any Callers to apply the rule regardless of caller ID value. To limit the rule application to specific caller ID
values, select Caller's Number Starts With, Caller's Number Ends With, Caller's Number Is, or Caller's Number Matches
Regular Expression.
Match – Specify the Caller ID value or regular expression to match.
In the Action Set column, select an existing action set available for this ACR or define a new one. If you select New Action Set, enter a
name for the new action set. Click Add.
In the Rules and Actions table, select the newly created rule to expand it.
Select Edit next to the Action Set to open the detail page for the new action set.
Click Create an Action in the Action List table.
In the Action column, click on the type of action to perform:
Call Phone Numbers – Call one or more external phone numbers; numbers are dialed simultaneously. Ring Time specifies
how long target phone numbers ring before assuming that they are not answered. If unanswered, the next action in the action
set is executed. Use the Confirmation Prompt and Prompt Sound to verify that a person, not a machine, answered. If a
person answers the phone, they are prompted to press 1 to tell the system that the call has gone through to a human. If a
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person did not answer, so the confirmation press 1 is not received before the Ring Time timeout, the call is considered
unanswered, and the router moves on to the next action. Please check this explanation. cbg
Try Calling My Phones – Attempt to reach you at your extensions. The caller hears a ringback tone as your extensions ring. If
no extension picks up, the next action in the action list is executed.
Keep Trying to Reach Me – Attempt to reach you at your extensions, specifying a number of attempts to make before
proceeding to the next action in the action list. The caller is placed on hold while this occurs. In addition, you can select a Music
on Hold class to play while the caller is on hold.
12. The Destination/Options column displays options for the selected action. By default, the Final Action is Call My Phones. The
selected Final Action option executes after all other actions have completed. Select a Final Action from the following list:
Call My Phones – Calls your extensions.
Disconnect the Call – Hangs up on the caller.
Transfer to an Extension or Number – Blind transfers the caller to the specified extension or phone number.
Transfer to a Person's Voicemail – Sends the caller to the voicemail box to leave a message.
Wait for a Fax – Waits for a fax tone from the calling party and then accepts the fax transmission. Optionally, the fax may be
converted to PDF and emailed to the addresses listed. Use comma-separated list of addresses to specify more than one.
13. Under Options, select if you want to
Use Custom Voicemail Greeting
Screen Calls
Reject anonymous calls
Detect Faxes
Use T.38 Reinvite for Faxes
You now have Find-Me Forwarding activated for an extension. You can add an unlimited number of rules and an unlimited number of action sets.
However, each rule has one and only one action set associated with it.
Default Action
Default Action is an action set that is automatically available for each extension and is what is executed if no other action sets are defined, or if
no rules are applicable when a call is received. In addition, you can change which action set is considered the Default Action in the Find-Me
Forwarding detail page for each extension. does this still exist? cbg
Message Center
Use the message center to download or listen to voicemail messages and to send or receive faxes.
Voicemail and Faxes
In the Message Center > Voicemail and Faxes page, you can view received voicemails as well as sent and received faxes.
For received voicemails, you can click:
Play and Stop icons to control message playback over your computer's speakers
Download icon to download a message to your local system as a .wav file
Mark Read to specify the selected message as read (phone message light is off)
Mark Unread to specify the selected message as unread (phone message light is on)
Delete to remove a message.
For received faxes, you can:
View – Click to view the selected fax onscreen
Download – Click to download the selected fax to your local system as a .pdf file
Forward – Click to forward the fax to another user in the system; begin typing to view a list of matching extensions
Mark Read/Mark Unread – Click to change the read status of the selected fax
Delete – Click to delete the fax
For sent faxes, you can:
Send a Fax
Go to the Message Center > Send a Fax page to generate a new fax:
Important notes on sending faxes:
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Each time a document is scanned and printed, the quality of the print will be lower than the original. For the best possible
quality transmission, the scan should be black and white, and the original documents.
The recipient’s phone number must be in the format that you would dial on the phone. For example, if you would dial
1-800-555-1212, then add the number as 18005551212. If your phone system requires it, you would need any leading digits as
well, for example some systems require a 9 before the number to dial out.
Some PDF documents use non-standard fonts which must be embedded in the document. Not all PDF creation software does
this by default. See your system administrator for further help with fax transmissions.
1.
2.
3.
4.
5.
In the Your Information section, enter your Sender Fax Number and Fax Header Text.
In the Sending section, enter the recipient details including the fax number exactly as it would be dialed.
Click Choose File. Navigate to and select the PDF you want to fax.
To include an optional cover sheet, turn on Include Cover Sheet, and enter the cover sheet details.
Click Send Fax. The fax details display in the Message Center > Voicemail and Faxes page.
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Conference Call User Controls
When a caller is connected to a conference, callers in a conference room can use key presses to adjust their audio levels including volume of
audio heard, volume of audio sent, minimum energy level, mute and unmute.
The minimum energy level is a volume threshold that must be met before the caller’s audio is sent to the conference. This setting is useful for
those in a noisy environment. For example, a caller on a cell phone on a train may have background noise. By raising the energy level on the call,
the conference will not get the background noise. Only when the speaker speaks into the headset will the audio energy level be enough to break
the threshold and transmit to the conference.
The key-press caller controls are:
Key-Press Caller Control
Effect
*1, *2, *3
Talk volume down, talk volume even, talk volume up.
*4, *5, *6
Listen volume down, listen volume even, listen volume up.
*7, *8, *9
Energy level down, energy level even, energy level up.
*0
Toggle on/off mute self (can still hear conference)
**
Toggle on/off deaf/mute self (can neither hear nor speak to
conference)
Use the following guidelines when adjusting settings during a conference call:
Issue
Solution
Cannot hear participants
Press *6 to increase listen volume
Other participants too loud
Press *4 to decrease listen volume
Other participants can’t hear you
Press *3 to increase your speak volume
Other participants say you are too loud
Press *1 to decrease your speak volume
In a noisy environment
Press *9 to increase the energy threshold
Mute yourself but still listen to conference
Press *0
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Voicemail Call User Controls
This article explains basic voicemail controls:
Accessing Voicemail
Main Menu Options
Options While Listening to a Message
Forwarding a Message to Another User
Options Available After a Message Has Been Played
Advanced Options
Advanced Option 1 – Record Greetings
Advanced Option 2 – Choose the Active Greeting
Advanced Option 3 – Record Your Name
Advanced Option 6 – Change Password
Advanced Option 0 – Return to the Main Menu
Leaving Voicemail Messages
Accessing Voicemail
1. Press the Messages button or dial *98.
2. When prompted, enter your access code, then press #.
3. New messages are played automatically. If there are no new messages, then main menu options are presented.
Main Menu Options
The following options are available at the voicemail main menu:
1 – Listen to new messages
2 – Listen to saved messages
5 – Advanced options
# - Exit voicemail
Options While Listening to a Message
The following options are available while actively listening to a message:
0 – Repeat Message
1 – Skip to previous message
3 – Skip to next message (Skipping a new message will leave the message as new.)
4 – Rewind
6 – Fast forward
7 – Delete
8 – Forward message to another user
* – Skip date/time at beginning of message
Forwarding a Message to Another User
1. Press 8 while listening to the message you want to forward.
2. Select one of the following options:
To record an introduction, press 1.
To send the message without an introduction, press 8.
3. Enter the extension number to which to transfer the message, and press #.
Options Available After a Message Has Been Played
The following options are available immediately after listening to a message:
1 – Listen to message again, from the beginning
2 – Save message
3 – Save message as new
5 – Return call immediately
7 – Delete message
8 – Forward message to another user
Advanced Options
The following options are available from the Advanced Options Menu and are described below the list.
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1 – Record greeting
2 – Choose greeting
3 – Record name
6 – Change password
0 – Return to main menu
Advanced Option 1 – Record Greetings
1.
2.
3.
4.
Press 1 to record a voicemail greeting. You may have up to 9 greetings.
Choose a greeting number 19.
Record your greeting at the tone and press # to end the recording.
Press 1 to play back what you just recorded, press 2 to save it, or press 3 to rerecord.
Advanced Option 2 – Choose the Active Greeting
1. Press 2 to choose your active greeting.
2. Select one of your previously recorded greetings using the keypad.
If you have find-me/follow-me enabled on your extension, you may customize which greeting to play based on caller ID or time of day.
For example, during business hours you could have greeting 1 and after hours greeting number 2.
Advanced Option 3 – Record Your Name
1. Press 3 to record your name.
2. After recording, press 1 to play it back, 2 to save the name, or 3 to rerecord.
If you record a name, your recorded name plays for callers who look up your name in the Dial-by-Name Directory. Otherwise the
Dial-by-Name Directory spells out your first and last names.
Advanced Option 6 – Change Password
Press 6 to change your password.
Advanced Option 0 – Return to the Main Menu
Press 0 to return to the Main Menu.
Leaving Voicemail Messages
1. Dial ** followed by the extension number to leave a voice message for another user.
2. Optionally, press # to skip the user outgoing greeting.
3. While recording, press any key to stop recording.
After recording, the following options are available:
1 - Listen to recording
2 - Save recording
3 - Re-record
# - Continue
To mark the message urgent, press * after saving the recording.
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Direct Inward System Access
The Direct Inward System Access (DISA) feature allows a remote caller to do anything an internal user of the Barracuda Phone System can do.
The system administrator provides a phone number to dial for access to the DISA feature.
To use DISA, follow these steps:
1. Dial the DISA phone number your system administrator provided.
2. Provide your extension number and PIN (the same PIN you use for voicemail access).
3. An internal dial tone indicates successful access to the Barracuda Phone System. To access an internal extension, dial the extension as
you would from your office telephone, followed by the # key.
Connecting to internal extensions may take a few seconds. At the end of your call, simply hang up, or you can use the DISA Reset Feature to
make another call.
DISA Reset Feature
When you remotely access the Barracuda Phone System using the DISA feature, dial *1 at the end of a call to reset your DISA connection and
return to the internal dial tone to make another call. This feature allows you to make multiple Barracuda Phone System internal calls without
dialing into the Barracuda Phone System multiple times.
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Hotseat
The Hotseat feature allows a provisioned Barracuda Phone System phone assigned to one user to temporarily reassign to another user
extension. This allows a user to log in to another user’s phone in the office, and make it his extension. For example, in a call center where agents
share a desk and phone, at the beginning of the shift User A logs in to a phone using the Hotseat feature, so the phone is now his assigned
extension. At the end of the shift User A logs out of the phone and User B can then log in to the same phone making it his assigned extension.
You can also use this feature with call queues. While logged in, all calls made and received by this phone are charged to the logged in user. This
is also reflected in the Call Detail Records reports. The logged in user can also receive inbound queue calls.
Hotseating applies only to a user's primary extension number. In the above example, when User A logs in, the telephone is reprovisioned with
only a single line key, and that key has User A's primary extension number. The Hotseat feature is not designed to duplicate any other phones
assigned to User A. Instead, it is meant to be a convenient but temporary way to let a user make and receive calls from their primary extension
number while physically located at another person's telephone. While the phone has been Hotseated with User A, it does not receive any calls
for the original extension.
The Hotseat feature does not work with unassigned phones or on phones which not provisioned by the Barracuda Phone System.
Hotseating does not work with generic SIP devices. See your Barracuda Phone System administrator if you have any questions.
Hotseat Login Steps
Use the following steps to log in and Hotseat a phone:
1.
2.
3.
4.
5.
At the phone to be used, dial *123.
Enter your extension number followed by the # key.
Enter your PIN followed by the # key.
Press 1 to log in.
The phone reboots and is now assigned to the provided extension.
After logging in to the phone you need to log into the Communication Command Center to set your status to Available, or a manager
can set your status to Available for you.
Hotseat Logout Steps
Use the following steps to log out of the Hotseated phone:
1.
2.
3.
4.
5.
At the phone where you are logged in, dial *123.
Enter your extension number followed by the # key.
Enter your PIN followed by by the # key.
Press 2 to log out.
The phone reboots reverting to its regularly assigned extension.
Some Yealink phones do not automatically reboot after logging in or out. If your phone does not reboot automatically after
performing the hotseat log in or log out steps, simply reboot it manually.
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Permaseat
Permaseat allows an administrator to permanently change the extension number for a physical telephone, which assigns the telephone to a
different user.
Using Permaseat requires the following:
The phone must already be assigned to a user.
The user performing the permaseat must have administrator permissions.
The new user extension number must be known.
With the above information in hand, you can perform a Permaseat operation using these steps:
1.
2.
3.
4.
5.
6.
Dial *321 on the phone.
Enter the admin user extension number followed by the # key.
Enter the admin user PIN followed by the # key.
Enter the new extension number followed by the # key.
Press 1 to log in or hang up to abort the operation.
The phone reboots. It is now assigned to the new user and has the new user extension number.
Some Yealink phones do not automatically reboot after performing the permaseat steps. If your phone does not reboot
automatically after performing the steps, simply reboot it manually.
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Call Parking
Use call parking to place a call on hold so the call may be retrieved from any other phone on the system. The Barracuda Phone System employs
both automatic parking (a "valet") and manual call parking. Call parking blocks are defined using the Barracuda Phone System interface. See Sett
ing Up Call Parking Extensions for more information.
Call Parking Example
This example uses a call parking block of 2200-2209. The parking block is divided into three types of extensions:
Automatic parking extension (x2200) – Select an available extension for a call park
Manual parking extensions (x2201-x2208) – Select your own parking extension
Automatic retrieval extension (x2209) – Automatically retrieve a call from the call parking block
Call parking and retrieval are accomplished as follows:
Automatic Call Parking – Execute an attended transfer to x2200 and wait to hear the call parking extension announced before
completing the transfer. For example, a transfer to x2201 results in your hearing “Two two zero one.” Never blind transfer a caller to the
automatic parking extension, because the caller will hear the parking extension voiced to them and you will not know where the call was
parked.
Manual Call Parking – Execute an attended or blind transfer to any extension from x2201 through x2208. If you perform an attended
transfer then you hear music on hold before completing the transfer. For a blind transfer the caller goes straight into the parking location
and hears the music on hold configured for the call parking extension.
If you transfer a call into a call parking extension where a call is already parked, then you (attended transfer) or your caller (blind
transfer) will be connected to that parked call. This may be desirable, but choose carefully when performing a manual call park
operation.
Automatic Call Retrieval – Dial x2209 and wait. You connect to the first parked call in this extension block. (This frees the parking
location where the call was parked for a new parked call.)
Manual Call Retrieval – Dial an extension from x2201 through x2208 that has a parked call. You connect to that call. (This frees the
parking location where the call was parked for a new parked call.)
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Call Pickup
This feature must be enabled by your system administrator.
Call Pickup allows a user to answer a call that is currently ringing at another user’s telephone. Group Call
Pickup picks up a call ringing anywhere on the system, and will always choose the call that has been ringing
the longest.
The Barracuda Phone System supports two forms of call pickup:
Directed Call Pickup – Allows the pickup of a specific ringing extension:
1. From your phone, without picking up the handset or actuating a headset, dial *8 followed by the extension number of the ringing
phone or group, and then pick up the handset or press the send/dial key.
2. The ringing stops at the target extension(s) and you are now speaking with the caller.
System Call Pickup – Allows the pickup of the longest ringing call on the entire system.
1. From your phone, without picking up the handset or actuating a headset, dial *8, and then pick up the handset or press the
send/dial key.
2. The ringing stops at the previously ringing destination(s) and you are now speaking with the caller.
If dialing off-hook, use the # (pound/hash) key to end the sequence and initiate the call if the phone supports this feature.
Call pickup cannot be used to answer a queue call ringing to an agent or to extensions configured with Find Me Forwarding. Any time
you initiate a call pickup and the destination does not ring or there are no active ringing calls on the system, the system speaks back to
you with 'Goodbye'.
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Hands Free Intercom
This feature must be enabled by your system administrator.
Dial ** and the target extension number, then dial *1. The target extension rings momentarily, then, when permitted by the system administrator,
enters hands free intercom mode. For example, to call extension 2000 in hands-free mode, dial **2000*1.
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Transfer to Voicemail
Dial ** and the target extension number to go directly to voicemail for the target extension. For example, to transfer a caller to voicemail for user
2000, dial **2000.
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Group Voicemail Broadcasting
Group voicemail broadcasting allows you to send a voicemail to every person in a group. Use the following steps to enable this feature:
1.
2.
3.
4.
Create a group, or edit an existing group.
From the group detail screen, in the Permissions table, click Add a Permission.
In the Permission column, click Group Voicemail Broadcasting, and then click Add.
Verify the group includes everyone you intend to receive the voicemail.
To send a Group Voicemail Broadcast:
1. Dial **, followed by the group extension. For example, if the group extension is 3000, dial **3000.
2. Follow the instructions to leave a voicemail (similar to leaving a regular voicemail).
3. After the voicemail message records successfully, it is sent to the voicemail boxes of every user in the group, as well as to the voicemail
box of the sender, whether or not the sender belongs to the group.
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Voicemail Intercept
Use voicemail Intercept to listen to a caller leaving a message in your voicemail box. You can then decide whether to take the call out of
voicemail and speak with the caller live or allow the caller to continue leaving a message. To perform a live monitor, follow these steps:
1.
2.
3.
4.
When a call rings to your phone, press the Reject button or simply let it ring until the call goes to voicemail.
Once the call has forwarded to voicemail, dial *9 from your phone.
Listen to the caller leave the message.
Hang up to end the live monitoring or press **2 to be directly connected with the caller.
When pulling a call out of voicemail, the Barracuda Phone System saves the initial voicemail recording for the user.
.
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On-Demand Recording
Users who belong to a group with On-Demand Recording permission may dial **2 on a live call to initiate call recording. Once the call is
completed, the administrator can retrieve the recording from the Reports > Call Detail Records page. On Demand Recording only applies to
calls which are not already being recorded.
Calls that get recorded via On Demand Recording have no retention policy and are always purged at the end of the day. To preserve
recordings, download before the recording day’s end.
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Client Matters Code
Users can add or update an up to eleven digit Client Matters Code to the Call Detail Record of an inbound or outbound call to assist in tracking it.
Dial **3 during the call to set the Client Matters Code.
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Clearing your Browser Cache
Most issues with Barracuda Phone System User Portal and Communication Command Center relate to browser behavior. The most important
troubleshooting step is to clear the browser’s cache and to reload the page. Following are instructions for clearing the cache with various
browsers.
Google Chrome 32.x and Higher
Mac OS X – Click the Chrome menu, and go to Tools > Clear browsing data. In the dialog, select Empty the cache, and clear all
other items. From the Obliterate the following items from menu, select the beginning of time. Click Clear browsing data, and then
close the browser window. Reload the page.
Windows – Click the Chrome menu, and go to Tools > Clear browsing data. In the dialog, select Empty the cache, and clear all other
items. From the Obliterate the following items from menu, select the beginning of time. Click Clear browsing data, and then close
the browser window. Reload the page.
Safari 5.1 and Higher
Mac OS X – On the toolbar, go to Safari > Empty Cache. Click Empty in the confirmation dialog.
Windows – Click the Gear icon, and go to Reset Safari. In the dialog, select Remove all website data, and clear all other items. Click
Reset. Close the browser window. Reload the page.
Firefox 26.x and Higher
Mac OS X – On the toolbar, go to Tools > Clear Recent History. In the dialog, select Cache, and clear all other items. From the Time
range to clear menu, select Everything. Click Clear Now, and then close the browser window. Reload the page.
Windows – On the toolbar, go to History > Clear Recent History. In the dialog, select Cache, and clear all other items. From the Time
range to clear menu, select Everything. Click Clear Now, and then close the browser window. Reload the page.
Internet Explorer 11 and Higher
Windows – On the main menu bar, go to Tools > Internet Options > General. Under Browsing History, select Delete browsing
history on exit, and click Delete. Select Temporary Internet Files, and clear all other items. Click Delete. Click Apply in the Internet
Options dialog, and then click OK. Close the browser window. Reload the page.
If you have a different browser than those listed above, contact your system administrator for assistance with clearing the browser
cache.
After the Browser Cache is Cleared
After clearing the cache, reload the Communication Command Center or the User Portal and see if the issue persists. If it does, contact your
system administrator for further assistance.
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Legacy Call Control Client
This page applies to firmware versions 3.0.x and earlier and is available when logged in to the Call Control Client as an individual
user.
The Barracuda Phone System provides you with a web-based portal where you may review recent calls, check voice messages, send and
retrieve faxes, and modify find-me/follow-me settings.
In this article
Portal Access
Dashboard
Call Control
Call Forwarding
Find Me
Default Action
Message Center
Portal Access
You can access the portal with a web browser (e.g., IE 8+, Safari, Firefox, or Chrome). Your system administrator provides you with the IP
address or domain name. Simply point your browser to that IP address or domain name. For example, http://192.168.1.200 or http://c
ompany.example.pbx.
Your system administrator provides you with your password. (The password is usually the same as your voicemail PIN – see your system
administrator for details.) Your username is usually your extension number.
Once you are logged in, you can click Launch the Call Control Client to go directly to the call control client. As with any web page, you can
create a bookmark for the Barracuda Phone System user portal.
Dashboard
Upon log in, the Dashboard displays. The Dashboard is a quick view of recently received voicemail messages, sent and received calls, and sent
and received faxes.
Go to the Find Me page to adjust your find me/follow me settings, and select Message Center to manage faxes and voicemail
messages.
Call Control
Use the Call Control page (available in firmware version 2.6.006 and higher) to manage your address book, contact information, manage
conferences and queued calls, and launch the Call Control Client.
Address Book
Use the Call Control > Address Book page to add entries to your local address book or to update your own contact information. From this page
you can:
Click on a user name to view, edit, or delete the user from your contact list.
Add Entry – Click to create a new contact.
To manually create new contact, enter their first and last name, and then click Create New.
Click Add Info to add contact details.
To import a contact from the Barracuda Phone System, begin typing the user's name in the Search field. Click on the user you
want to add to your contacts, and click Import.
Click Add Info to add contact details.
My Contact Info – Click to view your user contact information.
Click Edit to modify your contact information.
You can add your Instant Messenger address, and then click Add Info to enable AIM Messenger, ICQ, XMPP, or Yah
oo! Messenger chat.
Delete – Click on a contact name, and then click Delete to remove the contact from your address book.
Conference Manager
The Call Control > Conference page shows each active conference that the logged in user administers. Each conference listing includes a list of
individual conference members. Select a conference from the drop-down menu to view details for a single conference including conference
members. This page is analogous to the Conferences section of the Call Control Client below. The following controls are available for
individual conference members:
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Kick – Kick the member from the conference and play a message telling the member that they have been kicked from the conference.
Transfer – Transfer the member to another extension on the system.
Volume – Allows the administrator to adjust the gain (incoming volume) and energy levels. (Increase the energy level for conference
members who are in a loud environment to prevent background noise from spilling into the conference while the member is not
speaking.)
Mute/Unmute – Toggles the mute status of the conference member.
The following controls are available on the conference itself:
Lock/Unlock – Lock the conference to prevent anyone else from joining, or click Unlock to allow others to join the conference.
Invite – Enter an extension or phone number and the system will dial the target number and put them into the conference.
Mute All – Mutes every member in the conference.
Unmute All – Unmutes every member in the conference.
Queue Call Manager
Use the Call Control > Queue Call Manager page to change your agent availability and to see the calls currently waiting in queue. An agent
receives calls only if he or she is in the available status. Note that agent availability changes are also reflected in agent/queue manager and
monitor screens. The list of calls in queue show who is calling (if caller ID information is available) and how long they have been waiting in queue.
Selecting a call from the list allows the agent to choose which call is received, otherwise the system determines which call is next delivered.
Availability – Select the agent status from the drop-down menu; note that the agent receives calls only when the status is set to Availab
le.
Waiting Calls – The system determines which calls are received, or click on a call in the list to select a specific call.
Launch Call Control Client
Click Call Control > Launch Call Control Client to quickly access all of the Call Control options:
Add/edit your contact information
Change your queue status
View your conference rooms
View recent calls list
Launch calls directly from your browser
To access the Call Control Client, from the main user portal screen, click Launch the Call Control Client; the call control login screen appears.
After entering your username and password (your extension number and voicemail PIN), click Log In to invoke the Call Control Client. You can
also access the Call Control Client by going to the Call Control > Launch Call Control Client.
The top of the client has a search bar and a list of any active calls. There are four control tabs that display along the left side:
Address Book
Queue Calls
Conferences
Recent Calls
A status bar at the bottom of the client displays the Number of Current Calls, Number of New Messages, Number of New Faxes, logged in
user name, and the Log out button.
Call Control Client - Dialing Out
To make a call with the Call Control Client, start typing to search for a name or number in your Barracuda Phone System company directory, or
you can enter (or paste) a phone number into the search bar, and then press the Enter key. Any number that you can dial on your telephone can
be dialed from the Call Control Client. Once you enter the number in the client, your desk phone rings, and when you pick up, the system dials
the call for you.
Call Control Client - Handling Active Calls
When you have an active call, it will be listed in your Call Control Client. The phone icon with the arrow indicates an outbound call. An inbound
call icon has a reverse arrow. Not all destination phone numbers have an associated name. The call duration displays in minutes and seconds.
Use the Hand icon to place the call on hold, the Arrow icon to transfer the call to another extension, and the x icon to disconnect the call.
Note that you can also use your desk phone to do any of these actions.
Call Control Client - Address Book
Select the Address Book icon to see a list of address book contacts. Select a name to edit a contact, or click Add Entry to create a new contact.
Select My Contact Info to update your personal contact information.
Call Control Client - Queue Calls
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The Call Control Client allows you to view your queue agent status and waiting calls. An active agent who is idle has a status of Available and no
waiting calls. You can change your agent status to:
Available
Offline
Lunch
Meeting
Training
Break
Before changing your agent status, verify you are using the correct agent status for your company’s policies. When your status is Available you
will see waiting calls listed. Your desk phone will ring if you are not already on a call. If you answer a call, a green border appear around it for a
moment, then the incoming call moves to the active calls list.
You may also use your phone to change your status to Available or Offline. To log in or out, dial *999 and press 1 to log in or 2 to log off. Your
status will change in the UI and you will receive or stop receiving calls accordingly.
Call Control Client - Conferences
If you have access to one or more conferences you can use the Call Control Client to monitor, and in some cases control, multi-user conferences.
When no conferences are active (or if you have not been assigned to any conferences) your conference window will show no active calls and no
active conferences.
The controls on top (lock/unlock, invite new participant, mute all, unmute all) affect the entire conference. The controls next to each member
(mute/unmute, kick, transfer, audio controls) affect the respective conference participant. Each control has a function, defined as follows:
Lock – Close the conference so no new members may join.
Unlock – Open the conference so new members may once again join.
Invite New Participant – Add a new person to this conference by dialing out to an extension or a phone number.
Mute All – Mute all conference members at the same time.
Unmute All – Unmute all conference members at the same time.
Mute/unmute – Mute or unmute a single member of the conference.
Kick – Forcibly remove (i.e. hang up on) a conference member.
Transfer – Transfer a conference member to another extension or phone number.
Audio Controls – Adjust the gain and energy for an individual member (see below).
The Transfer and Audio Controls options display in a new window. Transfer requires that you enter a destination to complete the transfer. Audi
o Controls provides two sliders. The Gain slider amplifies member audio. The higher the slider, the louder the person’s voice. By raising the Gai
n slider, background noise is also amplified. The Energy slider helps control the audio of someone who is in a noisy environment. Increasing Ene
rgy helps reduce the amount of background noise transmitted to the conference. The louder the person’s background environment, the higher
you should set the Energy slider.
Call Control Client - Recent Calls
By selecting the recent calls button you can see a list of the most recently placed and received calls.
Call Forwarding
Find Me Forwarding allows you to define the Barracuda Phone System response to a call received on any of your extensions. For example, you
can set up Find-Me Forwarding to direct calls received off-hours to an external, personal number, or you can put a caller on hold while the Barra
cuda Phone System attempts to reach you at each of your phones. Define Find Me Forwarding on the Find Me > Call Forwarding page.
Call forwarding uses the Calling Sequence to forward calls to each number in the list in order. If the call remains unanswered at the end of the
calling sequence, the If the call is not answered option is executed. If no numbers are in the calling sequence, the If the call is not answered s
election is executed as soon as the call comes in.
Before making any changes, be sure you have mapped out the way you want calls to be handled. Consider these questions:
Do I want calls routed based on time-of-day and/or day-of-week?
Do I want calls routed to another extension or telephone number?
If calls are routed to my mobile phone, how should unanswered calls be handled: by my Barracuda Phone System voicemail or by my
mobile phone’s voicemail?
As an example, the following instructions will demonstrate this routing setup:
Calls ring desk phone from 8am to 5pm, Monday – Friday
Calls ring an external number between 5pm and 6pm
Calls ring external number for 15 seconds
Unanswered calls to external number go to Barracuda Phone System voicemail box
Calls outside these hours do not ring the desk phone but instead go directly to Barracuda Phone System voicemail box
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Find Me
The following example illustrates how to configure Find Me Forwarding using the basic feature functionality.
This example assumes you have activated Find Me Forwarding as described in the preceding section.
1. In the Find Me > Call Forwarding page, under Rules and Actions, click Add a Rule.
2. In the Time/Number Rule column, select days, times, or caller restrictions to specify when this rule is active. For example, a rule could
apply only on Sunday, for the entire day, every weekday from 3:00-5:00 PM, or only when a certain number calls this extension.
Combine these restrictions to create complex sets of rules for when actions are to be executed:
a. Days – Click each day of the week for which this rule is to apply. If a call comes in on a day that is not selected, then the rule
does not apply.
b. Time – Specify the time of day for which this rule applies. Choose All Day if this rule applies for 24 hours. To specify a time
range, for example business hours, choose a start time and an end time. If a call comes in outside of the specified time range,
then the rule does not apply.
c. Caller – Select Any Callers if this rule applies to any caller ID value. To limit this rule to specific caller ID values, choose Caller'
s Number Starts With, Caller's Number Ends With, Caller's Number Is, or Caller's Number Matches Regular Expression.
d. Match – Specify the Caller ID value or regular expression to match.
3. In the Action Set column, select an action set, or click New Action Set to create a new action set.
4. For a new action set, enter a name, and then click Add.
5. Click on the newly created rule in the Rules and Actions table.
6. Click Edit to view the detail page for the new action set, and then click Create an Action in the Action List table.
7. In the Action column, click on the type of action to perform:
a. Call Phone Numbers – Call one or more external phone numbers; numbers are dialed simultaneously. Ring Time specifies
how long target phone numbers ring before assuming that they are not answered. If unanswered, the next action in the action
set is executed. Use the Confirmation Prompt and Prompt Sound to verify a person, not a machine, answered. If no, the
press 1 response is received before the Ring Time timeout, the call is considered unanswered, and the router moves on to the
next action.
b. Try Calling My Phones – Attempt to reach you at your extensions. The caller hears a ringback tone as your extensions ring. If
no extension picks up, the next action in the action list is executed.
c. Keep Trying to Reach Me – Attempt to reach you at your extensions, specifying a number of attempts to make before
proceeding to the next action in the action list. The caller is placed on hold while this occurs. In addition, you can select a Music
on Hold class to play while the caller is on hold.
8. The Destination/Options column displays options for the selected action. By default, the Final Action is Call My Phones. The selected
Final Action option executes after all other actions have completed.
a. Call My Phones – Calls your extensions.
b. Disconnect the Call – Hangs up on the caller.
c. Transfer to an Extension or Number – Blind transfers the caller to the specified extension or phone number.
d. Transfer to a Person's Voicemail – Sends the caller to the voicemail box to leave a message.
e. Wait for a Fax, Then Email – Waits for a fax tone from the calling party and then accepts the fax transmission. Optionally, the
fax may be converted to PDF and emailed to the addresses listed. Use comma-separated list of addresses to specify more than
one.
9. You now have Find-Me Forwarding activated for an extension. You can add an unlimited number of rules and an unlimited number of
action sets. However, each rule has one and only one action set associated with it.
Default Action
Default Action is an action set that is automatically available for each extension and is what is executed if no other action sets are defined, or if
no rules are applicable when a call is received. In addition, you can change what action set is considered the Default Action in the Find-Me
Forwarding detail page for each extension.
Message Center
Use the message center to download or listen to voicemail messages and to send or receive faxes.
Voicemail and Faxes
In the Message Center > Voicemail and Faxes page, you can view received voicemails as well as sent and received faxes.
For received voicemails, you can:
Click the Play and Stop icons to control message playback over your computer's speakers
Click the Download icon to download a message to your local system as a .wav file
Click Mark Read to specify the selected message as read (phone message light is off)
Click Mark Unread to specify the selected message as unread (phone message light is on)
Click Delete to remove a message.
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For received faxes, you can:
Mark Read/Mark Unread – Click to change the read status of the selected fax
For sent faxes, you can:
Send a Fax
Go to the Message Center > Send a Fax page to generate a new fax:
Important notes on sending faxes:
Each time a document is scanned and printed, the quality of the print will be lower than the original. For the best possible
quality transmission, the scan should be black and white, and the original documents.
The recipient’s phone number must be in the format that you would dial on the phone. For example, if you would dial
1-800-555-1212, then add the number as 18005551212. If your phone system requires it, you would need any leading digits as
well, for example some systems require a 9 before the number to dial out.
Some PDF documents use non-standard fonts which must be embedded in the document. Not all PDF creation software does
this by default. See your system administrator for further help with fax transmissions.
1.
2.
3.
4.
5.
In the Your Information section, enter your Sender Fax Number and Fax Header Text.
In the Sending section, enter the recipient details including the fax number exactly as it would be dialed.
Click Choose File. Navigate to and select the PDF you want to fax.
To include an optional cover sheet, turn on Include Cover Sheet, and enter the cover sheet details.
Click Send Fax. The fax details display in the Message Center > Voicemail and Faxes page.
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Click-to-Dial Outlook Add-In
This article describes an optional Barracuda add-in (plug-in) for Microsoft Office which enables you to dial a contact from within
Outlook 2010, 2013, and 2016 for Windows.
Prerequisite: You must have an endpoint registered to the user that wants to use the add-in.
Currently Released Version: 1.0.18.0
This article includes:
Obtaining the Add-In
Installing the Add-In
Using the Click-to-Dial Add-In
Launching the Call Control Center from Outlook
Dialing a Contact
Obtaining the Add-In
To obtain the Click-to-Dial Outlook Add-In:
1. Log into your portal and navigate to the Add-Ins page.
2. Locate the link to download this add-in.
3. Continue with the installation process, as described in the next section.
Installing the Add-In
Before beginning the installation process, exit Outlook. The installer will prompt you to exit Outlook if you haven't already.
You will need the following information to install the add-in:
The hostname or IP address of the Barracuda Phone System
Primary Extension Number
PIN
The add-in communicates over HTTPS. Depending on your network environment, the administrator must open and port forward the
HTTPS port inbound to the Barracuda Phone System if behind a NAT firewall. This is configured on the CONFIGURATION > Network
page. If the BPS has a direct public IP address on the WAN interface, you must open also open the Secure Administration port on the
CONFIGURATION > Security page.
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Outlook opens automatically when this installation is complete.
Using the Click-to-Dial Add-In
Launching the Call Control Center from Outlook
After you install the Click-to-Dial Add-in, the Launch CCC button appears in the Barracuda Networks section of the Outlook ribbon.
Click Launch CCC to open the Communication Command Center conveniently from within Outlook.
Refer to Barracuda Phone System User Portal - Communication Command Center for details on using the CCC.
Dialing a Contact
Anywhere you see a contact in Outlook – within the contacts, in an email, or in a meeting request – you can click the contact's name to dial their
number.
1. Locate the desired contact and right-click the contact's name.
2. In the pop-up menu, select Call Contact, then select the desired phone number.
Your connected phone system will dial the selected phone number for the Outlook contact.
The contact name must be in a field in Outlook, not as plain text within the body of an email or a meeting request.
Configuration Examples
In this Section
External Paging Device
Integrating SalesForce with Barracuda Phone System
Multicast Paging With CyberData VPS and Yealink Phones
Softphone Client
Click to Call API
CDR API Examples and FAQ
Related Content
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External Paging Device
The Barracuda Phone System can connect to an external paging system by means of a gateway device. The gateway device will "translate"
between SIP (Barracuda Phone System) and the analog connection to the amplifier. The information in this document was verified using a Valco
m 2003AHF amplifier. Two different analog telephony adapters (ATA) were used:
Cisco SPA 232D via FXO port (Also works with SPA 3102 which is EOL.)
Cyberdata SIP Paging Adapter
Each device has advantages and disadvantages:
The Cyberdata SIP Paging Adapter is a more elegant solution than the Cisco. It is configured as a user on the system which means that it has an
extension number and can even have a BLF key on other phones so that they can see when the external paging is in use. The Cyberdata unit
also has a relay that will close when the adapter is active. This permits some amplifiers (like the Valcom 2003AHF) to play music except for when
the paging is used. This is similar to being in the grocery store where you hear music until an announcement is made - the music cuts off, the
announcement is made, and then the music resumes when the announcement is done. Cyberdata has excellent documentation. The primary
drawbacks to the Cyberdata SIP Paging Adapter are that it is relatively expensive and that it cannot do two-way audio. (Note that Cyberdata does
make SIP-enabled speakers, including a talk-back model.)
The Cisco SPA 232D (or 3102) is a simple FXO gateway and is configured as a SIP provider on the Barracuda Phone System. This means that a
specific outbound call route will need to be added in order for users to make a call to the ATA. Because the ATA operates as a SIP gateway there
is no provision for having a BLF key, although a speed dial key would allow for faster dialing. Also, the ATA has no relay, therefore there is no
way to have it interrupt a music source during paging operations. The Cisco devices are relatively inexpensive (usually under US$100) and allow
for two-way audio. If there are talk-back horns connected to the amplifier (for example, the Valcom 1048) then the Cisco ATA will allow for audio
in both directions. Note that because the audio flows in both directions the person performing the announcement will be able to hear his or her
own voice in the telephone handset. The typical complaint would be, "It sounds weird to hear my voice in my ear." Assure the user that this is
normal for a 2-way audio paging system and that they'll quickly adjust to it after using it a few times.
Configuration: Cyberdata
Create a new user and name it something like "Cyberdata Paging." Add a generic SIP device to the user. (See here for explicit instructions on
adding a generic SIP device and see the SIP credentials.) This new user's extension number is the number that people will dial in order to access
the paging system. (This extension can also be added as a BLF key or speed dial key on user's phones.)
Configure the Cyberdata device by following the instructions in section 4.2 of this document. (Note that this assumes you've already connected
the Cyberdata device to the network, powered it on, and given it a static IP address.) Once the unit reboots it will be ready to perform paging
operations.
Connection to Paging Amplifier
The Cyberdata device has a terminal block connector for connecting copper wires. The following picture shows pins 3,4 and 6,7 connected to a
Cat5 cable's white/blue and white/orange pairs:
Pins 3 and 4 (white/blue wires) correspond to "tip" and "ring" while pins 6 and 7 are the normally open (N.O.) relay contacts. These four wires
were connected to a 66 punch-down block as described in this document. Once the wires were connected the paging system was active and calls
to the "Cyberdata Paging" user resulted in proper overhead paging announcements.
Configuration: Cisco ATA
Configure the Cisco 232D according to these instructions. Note that you will start configuring the device by connecting to your network using the
yellow "Ethernet" port with the hard-coded IP address of 192.168.15.1. You must be able to reach the browser interface at this IP address, so you
may need to temporarily change the IP address of the computer you're using to connect to the 232D. Once you're there, follow these instructions
on changing the admin password and enabling the WAN interface. (The 232D is equivalent to a SPA122 in this scenario.) Once the WAN
interface is enabled, set the IP of the WAN interface to something appropriate for your network. Power down the unit, move the cable from the
yellow "Ethernet" port to the blue "Internet" port and then power the unit back on. Connect your browser to the IP address of the WAN port to
continue the configuration.
Connect the amplifier's paging port to the gray "Phone" port on the 232D. (This will require some kind of wiring unless the amplifier has an RJ11
port. The Valcom 2003AHF uses a 66 punch-down block.)
Log in to the ATA as admin and select "advanced". Navigate to Voice > PSTN Line and scroll down to Proxy and Registration. Set the following
items (excluding the quotes):
Proxy: <ip address of the Barracuda Phone System>
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Make Call Without Reg: Yes
Ans Call Without Reg: Yes
User ID: "paging"
Password: "paging"
Auth ID: "paging"
Use Auth ID: Yes
Submit these changes. You will need to find the "line-in-use" voltage. Navigate to Voice > Info and scroll to PSTN Line Status. Make note of the
Line Voltage value. (If this value is negative then flip-flop the wires that are connected to the amplifier and check again. You want this value to be
positive.) Navigate back to Voice > PSTN Line and scroll down to International Control. Set the line-in-use voltage to the "Line Voltage" value
from the Voice > Info screen. Submit these changes.
Create a new SIP provider account and name it something like "Cisco Paging." Use the following values (excluding the quotes):
Host: IP address of the Cisco
Realm: Same as host
Port: 5060
Username: "paging"
Authorization Username: "paging"
Password: "paging"
Register to Provider: no
Click the green Create button. You will now have a "Cisco Paging" SIP provider.
Create an outbound route that users can call to reach the ATA. For example, for users to dial "99" to reach the paging create this route:
Then add this route to the routes list with the destination being "Cisco Paging" gateway:
Once the route is added, users will be able to dial "99" to perform an overhead page operation.
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Integrating SalesForce with Barracuda Phone System
This article describes how to:
Configure SalesForce to connect calls on your Barracuda Phone System directly from the browser.
Configure Barracuda Phone System to show caller information from SalesForce when agents use the Communication Command Center.
This article contains the following sections:
Configure Web Click-to-Dial on Your Barracuda Phone System
Install the Barracuda Phone System Plugin into SalesForce
Add the Click-to-Call Feature to Page Layouts
Configure the Click-to-Call Feature for Users
Using the Click-to-Call Feature
Configure Web Application Popups
Choose a Group, Queue, or Advanced Call Router
Enable and Set the Web Application Popup Feature
Using and Troubleshooting the Web Application Popup Feature
Configure Web Click-to-Dial on Your Barracuda Phone System
1. Log in to a Barracuda Phone System Administrator account.
2. On the Configuration tab, select Web Click-to-Dial.
3. Click Add a URL Preset, and add the following preset:
Redirect Key: salesforce
URL Template: https://<your SF domain>/00T/e?title=Call&followup=1&tsk5=Cal&who_id={who_id}&retURL=/{who_id}
Replace <your SF domain> with the domain you usually use to access Salesforce. For example, na15.salesforce.com
Install the Barracuda Phone System Plugin into SalesForce
1.
2.
3.
4.
5.
6.
Log in to a SalesForce administrative account.
Navigate to https://login.salesforce.com/packaging/installPackage.apexp?p0=04ti00000004PBw to install the plugin.
Click Continue to begin installation.
Click Next to approve plugin access.
Select Grant Access to All Users to allow your SalesForce users to access the plugin, then click Next.
Click Install to install the plugin.
Add the Click-to-Call Feature to Page Layouts
1. If you are not already logged in to your SalesForce administrative account, log in now.
2. On the navigation menu on the left, locate the Build section, then click Customize, Leads, and Page Layouts.
3. Click Edit to edit a layout. You will likely want to edit the Lead Layout and any other layouts you are currently using.
4. In the field list at the top of the page, find the Click to Call field. You may need to search for it using the Quick Find feature.
4.
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5. Drag the Click to Call field to the Lead Sample layout at the bottom of the page, in the place where you would like the Click to Call
feature to appear.
6. At the top of the field list, click Save.
7. Repeat these steps for the Page Layouts section of both Accounts and Contacts.
Configure the Click-to-Call Feature for Users
1.
2.
3.
4.
5.
6.
7.
8.
If you are not already logged in to your SalesForce administrative account, log in now.
On the navigation menu on the left, locate the Build section, then click Customize, Users, and Page Layouts.
Click Edit to edit a layout.
Drag the Barracuda Phone System URL text field down to the Additional Information section.
At the top of the field list, click Save.
On the navigation menu on the left, locate the Administer section, open Manage Users, and click the Users item.
Click Edit to edit a user.
In the Additional Information section of the form, enter the URL of your Barracuda Phone System.
If you have multiple servers, enter the URL of the relevant server to this user.
Be sure to include the http:// or https:// protocol portion of the URL.
The URL should be reachable from the user's client computer. It may be an internal or intranet URL if the user accesses
SalesForce from a browser accessing the Intranet URL.
9. Click Save at the top or bottom of the page to apply the changes.
10. Repeat steps 7–9 for each user on the account.
Using the Click-to-Call Feature
When the Click-to-Call feature is properly configured, users can make calls via their Barracuda Phone System-connected phone by clicking on
the click-to-call button for Phone
or Mobile
.
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The user must be logged into their Barracuda Phone System user account. The call connects using that account.
Configure Web Application Popups
This section describes how to configure Barracuda Phone System, using the Web Application Popup feature, to show caller information from
SalesForce in a pop-up window when agents use the Communication Command Center.
Choose a Group, Queue, or Advanced Call Router
The Web Application Popup feature can be associated with a Group, a Queue, or an Advanced Call Router action.
Web Application Popup Feature
Associated with...
Where Popups Appear
Group
Popups appear for all members of the group, on all incoming calls
Queue
Popups appear only during calls received from the Queue
Advanced Call Router
Popups appear in a recipient Communication Command Center
whenever a call is received through that routing
You must create or select the Group, Queue, or Advanced Call Router action before you can apply the Web Application Popup feature. For
information on creating and managing Groups, Queues, and Advanced Call Routers, refer to the Telephone and User Configuration article.
During this process, make sure that the proper users are either members of the Group or agents in the Queue you use.
Enable and Set the Web Application Popup Feature
1. If you are not already logged in to a Barracuda Phone System Administrator account, log in now.
2. Open the detail page for the extension or Router action:
Applying the Popup Feature to a...
Navigation Path to Open the Detail and Configuration Page
Group
EXTENSIONS > Groups, then click on the Group.
Queue
EXTENSIONS > Inbound Call Queues, then click on the Queue
.
Advanced Call Router action
EXTENSIONS > Advanced Call Routers, then click on the Rout
er.
Locate the Rules and Actions table and click the Manage
Action Sets button, located under the table.
Click the Action Set where you want to add the feature.
3. Select the Launch Web Application Popup check box.
4. In the Web Application Popup URL field below the checkbox, type the following URL:
https://<your SF domain>/_ui/search/ui/UnifiedSearchResults?searchType=2&str=__CID__
5. Click Save.
Using and Troubleshooting the Web Application Popup Feature
After the feature is configured, when a call is received by any
member of that Group,
agent who receives a call from that Queue, or
person who receives a call through the configured Router rule,
that user sees a pop-up window in their active Communication Command Center. The window contains SalesForce information about the caller,
based on the Caller ID information.
If the pop-up window does not appear when a call arrives, ensure the following:
The user is:
logged in to SalesForce.
a member of the Group or agent of the Queue.
Pop-up blocking in the user browser is disabled for the Barracuda Phone System domain.
Your provider is sending full and correct Caller ID information.
The information in SalesForce is associated with the phone number of the caller.
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This page describes the process for enabling multicast paging from a Barracuda Phone System by using a CyberData VoIP Paging Server (VPS)
and Yealink phones. Multicast paging support will be added as a native BPS feature in a future release, however the method documented here
will allow for multicast paging on any version of BPS that supports CyberData VPS devices.
Basic Configuration Steps
The configuration process is summed up in these steps:
Install the CyberData VPS, update firmware, configure as generic SIP device, and enable multicast paging
Manually configure one or more Yealink phones to listen on a multicast paging address and port
Test configuration by calling the VPS's extension number
The steps are outlined below in more detail.
CyberData VPS Installation
Create a user and a generic SIP device according to these instructions. The SIP credentials will be used in the VPS configuration. Install the
CyberData device on the network, preferably using PoE. If DHCP server is present, the device will request an IP address, otherwise it will default
to 10.10.10.10. Browse to the IP address of the device. The default login is admin/admin.
Navigate to SIP Config and enter in the SIP credentials for the generic SIP device. Note that the remote SIP port is 5065 and the local SIP port is
5060. Check Register with a SIP Server and set the interval to 3600. Save the settings.
Navigate to the multicast paging configuration. Depending on the firmware version you will see "PGROUPS Config", or "Zone Config". If the
configuration page has a checkbox to Enable Multicast Operation then check it. Check the Bypass DTMF box. This will force the system to use a
single paging zone. (You may enable individual zones later once you have confirmed that the mulitcast paging is working.) Make a note of the
multicast IP address and port for zone 0, which is typically 234.2.1.1:2000. This value is needed later for the Yealink configuration. Save the
settings.
The CyberData device is now ready to perform multicast paging operations on the network.
Yealink Phone Configuration
For each Yealink phone that will need to receive mulitcasts from the CyberData you will need to browse to the telephone's user interface and set
the multicast paging address. Browse to the phone's IP address. Login credentials for a BPS provisioned Yealink phone are "admin/2832".
Navigate to the Directory table and select Multicast IP. Enter the multicast IP and port into the address field and put "Page All" in the label field.
Save the settings.
Repeat for each phone.
Testing
Generally you will need at least two people for testing - one to initiate the page and one to listen at each phone to verify reception of the page. To
initiate a page, simply dial the extension number of the generic SIP device of the CyberData. Wait for the beep, then speak. All Yealink phones
that have the multicast address and port specified will transmit the announcement.
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Softphone Client
To use a softphone with the Barracuda Phone System you will need to add a generic SIP device to add the phone.This example adds a generic
SIP device to user extension 507, then uses SIP credentials to configure a Zoiper softphone client. Sample configurations are also shown for Micr
oSIP and X-Lite/Bria.
Generic SIP Device
Open an existing user (or create a new one) and scroll down to the Phones section:
Click Add a Phone. A new window appears. Select Add a Generic SIP Device from the menu:
Click Save and the new phone is listed:
Select the softphone from the list. A new window opens:
If desired, modify the phone name (Green rectangle above.) Pull up the SIP credentials by clicking on the Registration Information button. The
SIP credentials appear in a new window:
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Use these values to configure the softphone. (See below.) Click Done to close the window.
Configure Zoiper Softphone
Zoiper comes in both free and paid versions. The instructions for setting up a SIP are the same for either. The difference is that the free version
allows only a single SIP account whereas the Zoiper Biz Edition allows many SIP accounts.
Open Zoiper. Click Settings > Create New Account. A new window appears. Select SIP as the account type and click NEXT. The account
configuration window appears. Enter the SIP credentials. For the generic SIP device shown above the configuration looks like this:
The choice of IP address depends on whether the softphone client is for a device on the LAN. Use the Domain (Internal) IP address if the SIP
client will be on the local network. Use the Domain (External) IP address if the softphone client accesses the system from outside the local
network.
Your network administrator will most likely need to configure the corporate firewall to allow softphones to externally access the
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Notice that Zoiper does not have an explicit field for the SIP port. In this case we use the form IP:Port. For the password, copy from the SIP
Registration Information window and paste directly into the Password field. Click Next. Change the account name, if desired. Click Next. Zoiper
spends several seconds attempting to register to the Barracuda Phone System. You will receive a message indicating success or failure. If
registration failed, confirm that the username, password, and IP address are all entered correctly.
MicroSIP Softphone
MicroSIP is a free, simple softphone for Windows. View the account configuration screen for this generic SIP device below:
X-Lite
X-Lite is a softphone client written by CounterPath Corporation. X-Lite is free and contains a subset of features found in the more feature rich
Bria version (which is paid). Use the IP:Port format in the Domain field and confirm that the Register with domain and receive calls box is
checked. Here is a sample configuration:
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Click to Call API
You can initiate a call through the Communication Command Center by sending an HTTP GET request to the Barracuda Phone System. Using
this API, you can write simple plugins for third-party applications, such as web browsers and productivity tools, or write standalone applications
that can initiate calls using the Barracuda Phone System.
Basic HTTP GET request formula:
http://<IP>/gui/freeswitch/originate?__auth_user=<EXT>&__auth_pass=<PASS>&destination=<DEST>
In the above example,
<IP> = IP address of the Barracuda Phone System
<EXT> = extension of the user making the call
<PASS> = caller password or voicemail PIN number
<DEST> = destination phone number
This API also works with HTTPS, which is highly recommended when sending requests over the public internet, because HTTP traffic is not
encrypted. When using HTTPS, your application or plugin must be configured to accept self-signed SSL certificates.
Troubleshooting custom code which uses the Click to Call API is not supported.
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CDR API Examples and FAQ
Curl Command Line Examples
The following examples all use the curl command line tool. Results are returned either in JSON or CSV format, depending upon which CDR API
is used. In the following examples, the IP address of the BPS is 10.10.1.1. User 222 with PIN of 1122 has report permissions. A user with admin
level permissions could also execute these commands.
Unfiltered CDR list, i.e. all CDRs in system
JSON:
curl -H 'application-type:json' 'http://10.10.1.1/gui/cdr/cdr?__auth_user=222&__auth_pass=1122'
CSV:
curl 'http://10.10.1.1/gui/cdr/csv?__auth_user=222&__auth_pass=1122'
CDRs from past 24 hours (run just after midnight to get "yesterday's calls"):
JSON:
curl -H 'application-type:json'
'http://10.10.1.1/gui/cdr/cdr?__auth_user=222&__auth_pass=1122&since=1%20day'
CSV:
curl 'http://10.10.1.1/gui/cdr/csv?__auth_user=222&__auth_pass=1122&since=1%20day'
CDRs for the past hour; useful for periodic polling
JSON:
curl -H 'application-type:json'
'http://10.10.1.1/gui/cdr/cdr?__auth_user=222&__auth_pass=1122&since=60%20minute'
CSV:
curl 'http://10.10.1.1/gui/cdr/csv?__auth_user=222&__auth_pass=1122&since=60%20minute'
Note that the minute value can be adjusted, although it is not recommended to poll more frequently than every 10 minutes.
CDR FAQ
Is the API the only way to get the CDRs? Can the data be accessed through SQL queries?
The REST API is the only way to pull CDR records.
Is it possible to identify the CDR type as Direct and Queue?
The REST API will provide details on all legs on the system. This includes A legs from the PSTN to the BPS, and B legs from the BPS to
the phone. Calls sent to agents who service queues are B leg calls.
Is there any restriction of number of calls to the API per minute?
There is no explicit restriction on the amount of REST requests/CURL requests made to the CDR API. However, a word a caution: if you
have a high polling interval, the load on the system will increase. You can see the CPU load on the Dashboard page under the
Performance section.
How can one identify the greeting time vs. the answer time of a queue call?
For a queue call there are either one or two records. For an abandoned call, i.e. a call that went into queue but was never answered,
there will be a single A leg CDR with no corresponding B leg. For an answered call there will be two CDRs, one for the inbound leg from
the PSTN and another for the outbound leg to the agent's phone. Both of these legs will have a destination name field containing the
agent's name with '[queue name]' appended.(See attached CDR examples.)
How do agent missed calls appear?
Each call attempt to an agent's phone will have its own CDR. A missed call will have several characteristics: Empty answer_timestamp
field, "NO_ANSWER" in hangup_cause field, and a billsec value of 0.
How can one identify the hold time?
The hold time is the difference between the A leg answer time and the B leg answer time. The simplest way to calculate this value is by
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using the 'billsec' fields. The formula is: hold_time = a_leg_billsec - b_leg_billsec
Are Voicemail calls included in CDR API response?
Yes. A CDR for a call that rang a user's phone and then went to voicemail will have a destination name field containing the user's name
with '(VM)' appended. The CDR for the user retrieving the message will have a destination name of "Voicemail" and a destination number
of "*98" which is the VM retrieval access code. CDR Examples for Tech Library.xlsx(See attached CDR examples.)
Device Configuration Guides
Refer to the Device Guide for your specific phone.
Cisco 7900 Series IP Telephones Quick Reference Guide
Cisco SPA 500 Series Quick Reference Guide
Patton Analog/ISDN Gateways Quick Reference Guide
Polycom IP-321-331-335 Quick Reference Guide
Polycom IP-450 Quick Reference Guide
Polycom IP-4000/5000/6000 VoIP Phone Quick Reference Guide
Polycom IP-7000 VoIP Phone Quick Reference Guide
Polycom SoundStation Duo VoIP Phone Quick Reference Guide
Polycom VVX-300/310 VoIP Phone Quick Start Guide
Polycom VVX-400/410 VoIP Phone Quick Reference Guide
Polycom VVX-500 VoIP Phone Quick Reference Guide
Yealink T20P IP Telephone Quick Reference Guide
Yealink T22P/T26P/T28P IP Telephone Quick Reference Guide
Yealink T32G/T38G IP Telephone Quick Reference Guide
Yealink T41/T42 IP Telephone Quick Reference Guide
Yealink T46 IP Telephone Quick Reference Guide
Yealink W52P Wireless DECT IP Telephone Quick Reference Guide
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Cisco 7900 Series IP Telephones Quick Reference Guide
This article explains the basic operation of devices in the Cisco 7900 Series IP telephone series.
Soft Keys
The four buttons immediately below the LCD display are soft keys.
Each soft key performs the action displayed immediately above it.
Soft key behavior is context sensitive – actions associated with a soft key change according to the current phone state.
Place a Call
Lift handset, press the speakerphone button or headset button.
Dial the number.
For last number redial, press the Redial soft key.
Voicemail Access
To access voicemail messages, press the Messages soft key.
Depending on your system configuration, you may be prompted for a voicemail PIN.
Call Hold
To place an existing call on hold, press the Hold soft key.
To resume the call, press the Resume soft key.
If multiple calls are on hold, press the appropriate line key before pressing Resume.
Call Transfer
During a call, press the Transfer soft key.
Dial the destination number.
If the party answers, announce the caller.
Then press the Transfer soft key to complete the transfer.
If the destination number is not answered, press the End Call soft key and the Resume soft key to return to the original caller.
Do Not Disturb
Press the DND key. Calls will no longer be audible.
Press the DND key again to remove Do Not Disturb.
This feature is only available on models 7941 and 7961. (It is not available on models 7940 and 7960.)
Ringer and Handset Volume
To change the ringer volume, while your phone is idle, press the Volume keys.
To change the call volume, during an active call, press the Volume keys to change the volume of the handset, speakerphone, or
headset, whichever is active.
Directories
To view missed, received, or placed calls, press the Directories button.
Scroll to the directory you want to view.
Press the Select soft key.
To place a call to a phone number in the directory, select it and press the Dial soft key.
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214
Cisco SPA 500 Series Quick Reference Guide
This article explains the basic operation of the Cisco SPA 500 Series family of devices.
SPA 501G Phone
SPA 509G Phone
SPA 508G Phone
SPA 504G Phone
Soft Keys
The four buttons immediately below the LCD display are called soft keys.
The soft key behavior is context sensitive – the associated soft key action changes according to the current phone state.
Place a Call
Enter the desired internal extension or external number, then press the Dial soft key.
Last Number Redial
Press the Redial button, to the left of the 7 key.
Call Hold
To place a call on hold, press the Hold soft key.
Call Transfer
Attended Transfer
To transfer a call, press the More soft key, then press the Transfer soft key.
Dial the destination number, then press the Send soft key.
When the destination party answers the call, announce the caller, and press Transfer again to complete the transfer.
Blind Transfer
To transfer a call, press the Blind soft key and enter the destination number.
Press the Send soft key to connect the remote party to the destination, disconnecting you from the call.
Ad-Hoc Conference / 3-Way Calling
Place (or receive) a call.
To add another party to the call, press the More soft key, then press the Confrnc soft key.
Enter the destination number or extension and press the Send soft key.
When the destination party answers the call, press the More soft key, then press Confrnc again.
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All parties are now joined in a 3-way call.
To end the conference, press the More soft key, then press the Split soft key. Both parties are placed on hold, ending the conference.
Call Forwarding
To enable call forwarding, press the Forward soft key.
Select the type of forwarding to enable and select a destination.
Press the Enable soft key.
The phone display indicates when call forwarding is enabled.
To deactivate forwarding, press the Forward soft key then press Disable.
To change the ringer volume when the phone is idle, press the volume up and volume down buttons at the right side of the keypad.
To change the volume of the handset or speakerphone, during an active call, press the volume up and volume down buttons.
To toggle mute on and off, during an active call, press the red mute button.
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Patton Analog/ISDN Gateways Quick Reference Guide
Before installing a Patton Analog/ISDN gateway, verify the device is supported and provisionable. Certain firmware versions support different
models. A list of supported devices and respective firmware support can be found at https://www.barracuda.com/products/phonesystem/matrix.
Initial Setup
Unbox the unit and place or mount it in an appropriate location. Connect the ETH0/0 port on the back of the Gateway to a port on your Ethernet
switch. For best results, the Gateway should be on the same subnet as your Barracuda Phone System. Before connecting the power supply,
choose the provisioning method you will use:
Manual Configuration (see below)
A DHCP server with option 66
Automatic Provisioning (Note that the Automatic Provisioning service will set the ETH0/0 interface to DHCP when the Gateway is
provisioned.)
Manual Configuration
You can provision the Gateway manually using one of two methods:
Direct console connection using the included RS-232 to straight-through Ethernet adaptor.
Telnet
By default, the Gateway will use DHCP to obtain an IP address automatically. Monitor your DHCP server to determine the device IP address. If
you use Telnet, once you have the IP address, use PuTTY or the telnet command to connect to the Gateway Command-line Interface on port
23/tcp. If you use the RS-232 to roll-over adapter, verify that you set the baud rate and parity bits accordingly. Settings for your device can be
obtained from the Patton web site. In either cases, the default super-user is administrator and the default password is blank.
Once you connect, run the following commands:
enable
configure
profile provisioning PF_PROVISIONING_CONFIG
location 1 http://{Your BPS IP}/provision/$(system.mac).cfg
end
provisioning execute PF_PROVISIONING_CONFIG
In the example above {Your BPS IP} should be replaced with the IP address of your Barracuda Phone System. The Gateway will reboot
automatically after obtaining the necessary provisioning data.
Configuration Using a DHCP Server
To let your local DHCP server handle the provisioning server configuration, set it to supply Option 66 in the form of w.x.y.z (where w.x.y.z is the
IP of your BPS). It is recommended that you create a DHCP reservation and give the Gateway a fixed IP address. After you configure the DHCP
server, power on the unit. The Gateway automatically provisions. This may take several minutes.
Configuration Using Automatic Provisioning
If your BPS has Automatic Provisioning enabled, you can connect the Gateway to the same subnet where the BPS resides and power it on. Refer
to Adding Phones for important information before enabling the Automatic Provisioning feature.
Important Note on Automatic and Option 66 Provisioning Methods
Your Patton Gateway will reboot multiple times over a 5-6 minute time period. Before making any configuration changes, please wait for the
provisioning process to complete.
Connecting Trunks, Analog Devices and T1 spans
Depending on the model number of your Patton Gateway, your device might contain FXO ports, FXS ports, or ISDN/PRI ports.
FXO ports are used for connections to a Central Office.
FXS ports are suitable for analog devices like phones or fax machines.
ISDN/PRI ports look like Ethernet ports but are designed to connect to a CSU/DSU provided by a telecommunications provider. Contact
your provider to determine if a PRI cross-over or straight-through cable is required.
Configuring External Hardware Ports (FXO and ISDN/PRI)
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Each FXO or ISDN PRI port appears on the External Hardware Ports page in the Providers section. You can configure as a built-in FXO or PRI
port respectively, and assign routes via the Call Routing page, as you would for a built-in hardware port. For more information on configuring
outbound routes, refer to Understanding Outbound Routing and its associated articles.
Analog Devices and Extensions (FXS)
For Gateways that include FXS ports, each FXS port displays as a phone, initially found in the Unassigned Phones list, in the Extensions sectio
n. These phones can be added to users, removed, and managed like any other provisioned phone.
For more information on the Patton SN4xxx model family, refer to http://www.patton.com/voip-gateway/.
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Polycom IP-321-331-335 Quick Reference Guide
This article explains the basic operation of the Polycom IP-321, -331, and -335 devices.
Soft Keys
The three buttons immediately below the LCD display are soft keys.
The soft key behavior is context sensitive – the soft key associated action changes according to the current phone state.
Place a Call
Dial the desired internal extension or external number.
Lift the receiver or press the speakerphone or headset button to call.
Voicemail Access
To access voicemail messages, press the Messages key to the right of the keypad. If your phone has no Messages key, dial *98. Depe
nding on your system configuration, you may be asked for your voicemail passcode.
Last Number Redial
Lift the receiver or press the speakerphone or headset button.
Press the Dial button twice.
Call Hold
To resume the call, press Hold again.
Call Transfer
Attended Transfer
To transfer a call, press the Trans soft key.
Dial the destination number, then press Dial.
When the destination party answers, announce the caller, and press Trans again to complete the transfer.
Blind Transfer
Press the Dial key to connect the remote party to the destination, and disconnect yourself from the call.
To add another party to the call, press the Conf soft key.
Enter the destination number or extension and press Dial.
When the destination party answers, press the Conf soft key again.
All parties now join in a 3-way call.
Do Not Disturb
To enable Do Not Disturb Mode, press Menu, select Features, then select Do Not Disturb.
To resume normal operation, select Do Not Disturb again. The phone now receives calls normally.
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Call Forwarding
To enable call forwarding, press Menu, then select Features, then select Forward.
Select the type of forwarding to enable, then select a destination.
To deactivate forwarding, press the Forward soft key, press the forwarding type, then press Disable.
To change the ringer volume, when the phone is idle, press the (–) or (+) button at the bottom of the keypad.
To change the volume of a call, during an active call, press the (–) or (+) buttons to adjust the volume of the handset, speakerphone, or
Directories
To browse the phone contact list or call lists, press Menu, then Features, then Directories.
The call lists show missed, placed, and received calls.
Special Characters
When entering a destination with alphanumerics or special characters, be sure to pause momentarily between key presses. For example,
when dialing **<ext>, press *, pause for a moment, press * again, then dial the extension.
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This article explains the basic operation of the Polycom IP-450 device.
Soft Keys
Soft key behavior is context sensitive – the action associated with each soft key changes according to the current phone state.
Place a Call
Enter the desired internal extension or external number.
Lift the receiver or press the speakerphone button to call.
Voicemail Access
To access voicemail messages, press the Messages key to the right of the keypad.
Depending on your system configuration, you may be asked for your voicemail passcode.
Last Number Redial
Lift the receiver.
Press the Redial button.
For speakerphone or headset use, press Redial without lifting the handset.
Call Hold
To place a call on hold, press the Hold button.
Call Transfer
Attended Transfer
To transfer a call, press the Trnsfer soft key.
Dial the destination number and then press Send.
When the destination party answers, announce the caller, and press Trnsfer again to complete the transfer.
Blind Transfer
Pressing the Send button connects the remote party to the destination, disconnecting yourself from the call.
To add another party to the call, press the Confrnc soft key.
Enter the destination number or extension and press Send.
When the destination party answers, press Confrnc again.
All parties now join a 3-way call.
Do Not Disturb
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To enable Do Not Disturb mode, press Menu, then select Features, then select Do Not Disturb. All calls go to voicemail.
The phone display indicates that Do Not Disturb mode is active.
To resume normal operation, select Do Not Disturb again. The phone receives calls normally.
Call Forwarding
Directories
Special Characters
when dialing **<ext> press *, pause for a moment, press * again, then dial the extension.
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Soft Keys
Each soft key will perform the action that is described immediately above it on the display.
Soft key behavior is context sensitive – the associated soft key action changes according to the current phone state.
Place a Call
Voicemail Access
Last Number Redial
Lift the receiver.
Call Hold
Call Transfer
Attended Transfer
To transfer a call, press the Transfer key to the left of the keypad.
Dial the destination number, then press Send.
When the destination party answers, announce the caller, and press Transfer again to complete the transfer.
Blind Transfer
Press the Send soft key to connect the remote party to the destination, and to disconnect yourself from the call.
To add another party to the call, press the Conference key to the left of the keypad.
When the destination party answers, press Conference again.
Do Not Disturb
Press the Do Not Disturb button to send all calls to voicemail. The phone display indicates when Do Not Disturb mode is active.
To resume normal operation, press the Do Not Disturb button again. The phone receives calls normally.
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Call Forwarding
To deactivate forwarding, press the Forward soft key then press Disable.
Directories
Special Characters
when dialing **<ext>, press *, pause for a moment, press * again, then dial the extension.
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Soft Keys
Soft key behavior is context sensitive – the soft key associated action changes according to the current phone state.
Place a Call
Voicemail Access
Last Number Redial
Lift the receiver.
Call Hold
Call Transfer
Attended Transfer
Blind Transfer
Press the Send soft key to connect the remote party to the destination, and disconnect yourself from the call.
Once the destination party answers, press Conference again.
All parties join a 3-way call.
Do Not Disturb
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Call Forwarding
The phone display indicates call forwarding is enabled.
Directories
Special Characters
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Soft Keys
The soft key behavior is context sensitive – the associated soft key action changes according to the current phone state.
Place a Call
Voicemail Access
Last Number Redial
Lift the receiver.
Call Hold
Call Transfer
Attended Transfer
Enter the destination number, then press Send.
Blind Transfer
Press the Send soft key to connect the remote party to the destination, and disconnect yourself from the call.
After the destination party answers, press Conference again.
Do Not Disturb
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Call Forwarding
Directories
To browse the phone contact list or call lists, press Directories.
Special Characters
When enterng a destination with alphanumerics or special characters, be sure to pause momentarily between key presses. For example,
when dialing **<ext>, press *, pause for a moment, press * again, then dial <ext>.
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Soft Keys
Soft key behavior is context sensitive – the soft key associated action changes according to the current phone state.
Place a Call
Voicemail Access
Last Number Redial
Lift the receiver.
Call Hold
Call Transfer
Attended Transfer
Blind Transfer
Press the Send soft key to connect the remote party to the destination, and to disconnect yourself from the call.
Once the destination party answers, press Conference again.
Do Not Disturb
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Call Forwarding
The phone display will indicate when call forwarding is enabled.
Directories
Special Characters
When enterng a destination with alphanumerics or special characters, be sure to pause momentarily between key presses. For example,
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Polycom IP-4000/5000/6000 VoIP Phone Quick Reference Guide
This article explains the basic operation of the Polycom IP-4000, -5000, and -6000 VoIP devices.
Soft Keys
Place a Call
Last Number Redial
Press the Redial button just to the left of the 7 key.
(On the IP 6000 this is the
key.)
Call Hold
Call Transfer
Attended Transfer
To transfer a call, press the More soft key, then press the Transfer soft key.
Blind Transfer
Press the Send button to connect the remote party to the destination and disconnect yourself from the call.
When the destination party answers, press the More soft key, then press Confrnc again.
To place both parties on hold, press the More soft key, then press Split. You can speak with each party individually and end the call.
Call Forwarding
Press the Enable soft key
Ringer and Speaker Volume
To change the ringer volume, when the phone is idle, press the volume up and volume down buttons at the right side of the keypad.
To change the volume of the speakerphone, during an active call, press the volume up and volume down buttons.
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To toggle Mute on and off, during an active call, press the red mute button.
Special Characters
When entering a destination with alphanumerics or special characters, pause momentarily between key presses. For example, when
dialing **<ext> press *, pause for a moment, press * again, then dial the extension.
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Polycom IP-7000 VoIP Phone Quick Reference Guide
This article explains the basic operation of the Polycom IP-7000 VoIP device.
Soft Keys
Place a Call
Enter the desired internal extension or external number, then press the
(make call) button.
Last Number Redial
Press the
(redial) button just to the left of the 7 key.
Call Hold
Call Transfer
Attended Transfer
To transfer a call, press the Transfer soft key.
Enter the destination number, then press Send.
When the destination party answers, announce the caller, and press Transfer again to complete the transfer. To abort the attended
transfer operation, press Cancel.
Blind Transfer
Press the Dial button to connect the remote party to the destination and disconnect yourself from the call.
Ad-Hoc Conference / 3 Way Calling
To add another party to the call, press the
(conference) button.
When the destination party answers, press the conference button again.
To place both parties on hold, press Split. You can speak with each party individually and end the call.
Call Forwarding
To enable call forwarding, press the
(menu) button and then select Features > Forward.
Press the Enable soft key.
To disable call forwarding, press the
press Disable.
(menu) button and then select Features > Forward. Select the type of forwarding and then
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Mute/Unmute
During an active call, press the
(mute) button to toggle mute on and off.
Special Characters
234
Polycom SoundStation Duo VoIP Phone Quick Reference Guide
This article explains the basic operation of the Polycom SoundStation Duo VoIP phone.
Soft Keys
Place a Call
Last Number Redial
Press the Redial button just to the left of the 7 key.
Call Hold
Call Transfer
Attended Transfer
To transfer a call, press the Transfer soft key.
Blind Transfer
Press the Send button to connect the remote party to the destination and disconnect yourself from the call.
Ad-Hoc Conference / 3 Way Calling
To place both parties on hold, press the More soft key, then press Split. You can speak with each party individually and end the call.
Call Forwarding
Press the Enable soft key
To deactivate forwarding, press the Forward soft key, then press Disable.
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To toggle Mute on and off, during an active call, press the red mute button.
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Polycom VVX-300/310 VoIP Phone Quick Start Guide
This article explains the basic operation of the Polycom VVX-300 and -310 VoIP phones.
Soft Keys
Soft key behavior is context sensitive – the associated soft key action changes according to current phone state.
Place a Call
Voicemail Access
To access voicemail messages, press the
(Messages) key to the left of the keypad.
Last Number Redial
Press the right arrow key to bring up the Placed Calls list.
Use up/down arrow keys to select number to redial.
Press the Dial soft key.
Call Hold
To place a call on hold, press the
(Hold) key.
Call Transfer
Attended Transfer
To transfer a call, press the
(Transfer) key.
Blind Transfer
Press the Dial button to connect the remote party to the destination and disconnect yourself from the call.
When the destination party answers, press the Confrnc soft key again.
Do Not Disturb
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Press the DND soft key. The display shows the
icon.
To resume normal operation, press the DND soft key again.
Call Forwarding
Select the type of forwarding, select a destination, and press the Enable soft key.
To disable forwarding, press the Forward soft key, select type, then press Disable.
Directories
Press the Home key, arrow over to Directories and press the OK key.
Select Contact Directory and press the OK key.
Use the up/down arrows to select contact.
Press the Dial soft key to call a contact.
Special Characters
When enterting a destination with alphanumerics or special characters, pause momentarily between key presses. For example, when
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Polycom VVX-400/410 VoIP Phone Quick Reference Guide
This article explains the basic operation of the Polycom VVX-400 and -410 VoIP phones.
Soft Keys
Each soft key performd the action displayed immediately above it.
Place a Call
Dial the desired internal extension or external number.
Voicemail Access
To access voicemail messages, press the
(Messages) key to the left of the keypad.
Last Number Redial
Use the up/down arrow keys to select a number to redial.
Call Hold
(Hold) key.
Call Transfer
Attended Transfer
(Transfer) key.
Blind Transfer
Press Dial to connect the remote party to the destination, and disconnect yourself from the call.
Do Not Disturb
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icon.
Call Forwarding
To enable call forwarding, press Forward soft key.
If the phone has multiple lines, select the line to be forwarded.
To disable, press the Forward soft key, select the type of forwarding, then press Disable.
Directories
Press the Home key, arrow over to Directories and press the OK key.
Use the up/down arrows to select a contact.
Press the Dial soft key to call.
Special Characters
dialing **<ext>, press *, pause for a moment, press * again, then dial the extension.
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This article explains the basic operation of the Polycom VVX-500 VoIP phone.
Soft Keys
Place a Call
Voicemail Access
To access voicemail messages, press the Messages button on the touch-screen display.
Last Number Redial
Call Hold
(Hold) key.
Call Transfer
Attended Transfer
(Transfer) key.
Blind Transfer
Press Dial to connect the remote party to the destination, and disconnect yourself from the call.
Do Not Disturb
icon.
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Call Forwarding
If the phone has multiple lines, select the line to forward.
Select the type of forwarding, select a destination, then press the Enable soft key.
To disable, press the Forward soft key, select type, then press Disable.
Directories
Press the Home key, arrow over to Directories, and press the OK key.
Press the Dial soft key to call the contact.
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This article explains the basic operation of the Polycom VVX-600 VoIP phone.
Soft Keys
Place a Call
Voicemail Access
To access voicemail messages, press the Messages button on the touch-screen display.
Last Number Redial
Call Hold
(Hold) key.
Call Transfer
Attended Transfer
(Transfer) key.
Blind Transfer
Press the Dial key to connect the remote party to the destination and disconnect yourself from the call.
Do Not Disturb
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icon.
Call Forwarding
If the phone has multiple lines, select the line to forward.
To disable, press the Forward soft key, select type, then press Disable.
Directories
Press the Home key, arrow over to Directories, and press the OK key.
Press the Dial soft key to call.
Special Characters
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Yealink T20P IP Telephone Quick Reference Guide
This article explains the basic operation of the Yealink T20P IP telephone.
Place a Call
Lift the handset, press the speakerphone button or headset button.
Enter the number, then press #.
Redial
To redial the last number called, press the RD button twice.
To view previously dialed numbers, press the RD button once, then use the up and down arrow keys to scroll through the list.
Press the RD button or the # key to dial the highlighted phone number.
Call Hold
To place an existing call on hold, press the Hold button.
To retrieve a call on hold, press the Hold button again.
If multiple calls are on hold, press the appropriate line key before pressing Hold.
Call Transfer
To transfer a call in progress, press the Tran button.
Dial the destination number, then press #.
When the destination party answers, announce the caller, then press the Tran button to complete the transfer.
If there is no answer, press the Menu button and then Hold to return to the original caller.
3-Way Calling
To add another party to the call, press the Conf button
Enter the destination number, followed by #.
When the destination party answers, press the Conf button again.
If there is no answer, press the Menu button, then press Hold to resume the call.
Call Forwarding
When your phone is idle, press the Menu button, then select Features > Forward.
Select Always, then press OK.
Enter the destination, then press the Save soft key.
To cancel call forwarding, use one of two methods:
Select Always, then use the left or right arrow key to select Disable.
When the phone is idle, press the Tran button.
Voicemail Access
To access voicemail messages, press the Message button.
Depending on your system configuration, you may be prompted for a voicemail PIN number.
Volume Control
Press the Menu button and select Settings > Basic > Phone Volume.
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Select Handset, Speaker, Headset, or Ringer, then press OK.
Use the volume control button to adjust the volume, then press OK.
During an active call, the volume control button changes the volume of the handset, speakerphone or headset, whichever is active.
Call History
To view missed, received, or placed calls, press the up arrow key
Use the left and right arrow keys to choose between All Calls, Dialed Calls, Received Calls, Missed Calls, and Forwarded Calls.
Use the up and down arrow keys to scroll through the list.
To dial a number, highlight it and then press OK.
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Yealink T22P/T26P/T28P IP Telephone Quick Reference Guide
This article explains the basic operation of the Yealink T22P, T26P, and T28P IP telephones.
Yealink Model T28P
Soft Keys
Place a Call
Dial the number, then press the Send soft key.
Redial
To redial the last number, press the RD button twice.
To view previously dialed numbers, press the RD button once and then use the up and down arrow keys to scroll through the list. Press
the Send soft key to dial the highlighted phone number.
Voicemail Access
Call Hold
To place an existing call on hold, press the Hold button or the Hold soft key.
To retrieve a call on hold, press the Resume soft key.
Call Transfer
To transfer a call in progress, press the Tran or Transfer soft key.
When the destination party answers, announce the caller, and press Trans or Transfer again to complete the transfer.
If there is no answer, press the Cancel soft key and then the Resume soft key to return to the original caller.
3-Way Calling
To add another party to the call, press the Conf soft key, dial the destination number, then press the Send soft key.
When the party answers, press the Conf soft key again.
If there is no answer, press the Cancel soft key and then the Resume soft key to resume the call.
Call Forwarding
When your phone is idle, press the Menu soft key, then select Features > Call Forward.
Select Always Forward, enter the destination, then press the Save soft key.
To cancel call forwarding, select Always Forward and the Switch soft key.
Volume Control
Press the Menu soft key and select Settings > Basic > Phone Volume.
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Select Handset, Speaker, Headset, or Ringer, then press the Enter soft key.
Use the volume control button to adjust volume, then press OK.
During an active call, the volume control button changes the volume of the handset, speakerphone or headset, whichever is active.
Call History
To view missed, received, or placed calls, press the History soft key.
To dial a number, highlight it and then press the Send soft key.
To delete a number, highlight it and press the Delete soft key.
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Yealink T32G/T38G IP Telephone Quick Reference Guide
This article explains the basic operation of the Yealink T32G and T38G IP telephone.
Yealink Model T38G
Soft Keys
Soft key behavior is context sensitive – the associated soft key action changes according to current phone state.
Place a Call
Redial
Voicemail Access
Call Hold
Call Transfer
Dial the destination number, then press the # key.
When the destination party answers, announce the caller, then press the Tran or Transfer soft key to complete the transfer.
If there is no answer, press the Cancel soft key and then the Resume soft key to return to the original caller.
3-Way Calling
To add another party to the call, press the Conf soft key, dial the destination number, then press the # key.
When the destination party answers, press the Conf button again.
Call Forwarding
Volume Control
When your phone is idle, press the volume up or down volume keys to adjust the ring volume.
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During an active call, volume control button changes the volume of the handset, speakerphone or headset, whichever is active.
Call History
To dial a number, highlight it and press the Send soft key.
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Yealink T41/T42 IP Telephone Quick Reference Guide
This article explains the basic operation of the Yealink T41 and T42 IP telephones.
Yealink Model T42G
Soft Keys
Place a Call
Redial
Voicemail Access
Call Hold
Call Transfer
When the destination party answers, announce the caller, then pressthe Tran or Transfer soft key to complete the transfer.
If there is no answer, press the Cancel soft key, then the Resume soft key to return to the original caller.
3-Way Calling
To add another party to the call, press the Conf soft key and then dial the destination number, then press the # key.
When the destination party answers, press the Conf soft key again.
If there is no answer, press the Cancel soft key, then the Resume soft key to resume the call.
Call Forwarding
Volume Control
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When your phone is either ringing or idle, press the volume up or down keys to adjust the ring volume.
During an active call, the volume control button changes the handset volume, speakerphone or headset, whichever is active.
Call History
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Yealink T46 IP Telephone Quick Reference Guide
This article explains the basic operation of the Yealink T46 IP telephone.
Soft Keys
Place a Call
Enter the number, then press the Send soft key.
Redial
Voicemail Access
Call Hold
Call Transfer
When the destination party answers, announce the caller, then press the Tran or Transfer soft key to complete the transfer.
If there is no answer, press the Cancel soft key and the Resume soft key to return to the original caller.
3-Way Calling
To add another party to the call, press the Conf soft key and then dial the destination number, then press the # key.
After the destination party answers, press the Conf soft key.
Call Forwarding
Volume Control
Whether your phone is ringing or idle, press the volume up or down keys to adjust the ring volume.
During an active call, volume control button will change the volume of the handset, speakerphone or headset, whichever is active.
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Call History
254
Yealink W52P Wireless DECT IP Telephone Quick Reference Guide
This article explains the basic operation of the Yealink W52P Wireless DECT IP telephone.
Yealink Model W52P Wireless DECT Phone and Base Station
Soft Keys
The two buttons immediately below the LCD display are soft keys.
Place a Call
Dial the number, then press the green off-hook key.
Redial
To redial the last number, press the green off-hook key twice.
To view previously dialed numbers, press the green off-hook key once and then use the up and down arrow keys to scroll through the
list. Press the green off-hook key to dial the highlighted phone number.
Voicemail Access
To access voicemail messages, dial *98 and press the green off-hook key.
Call Hold
To place an existing call on hold, press the Options soft key then press the Hold soft key.
If two calls are on hold, press the Resume soft key to resume the current call. Use the up/down arrows or the Swap soft key to swap
between the calls.
Call Transfer
To transfer a call that is in progress, press the Options soft key and select either Blind Transfer or Transfer (for an attended transfer).
Dial the destination number, then press OK.
For a blind transfer, the operation is complete.
For an attended transfer, wait for the destination party to answer, then announce the caller.
Press the Transfer soft key to complete the transfer.
3-Way Calling
To add another party to the call, press the Options soft key and select Conference.
Dial the destination number, then press OK.
When the destination party answers, press the Conf. soft key.
Press the red hangup button to end the conference call.
Call Forwarding
When your phone is idle, press OK >
> Call Forward. The display will show the lines assigned to the handset.
Press the up/down arrows to select the desired line, then press OK.
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Press the up/down arrows to choose the call forward type, then press OK.
Select Enabled, then enter the destination number in the Target field.
Press the Save soft key to accept the changes.
To cancel call forwarding, follow the same steps and select Disabled in the Status field.
Volume Control
When your phone is idle, press the left/right arrow keys to decrease or increase volume, then press the Save soft key.
During an active call, left/right arrow keys will change the volume of the handset, speakerphone or headset, whichever is active.
Base Station Setup and Handset Registration
Follow these steps to configure the base station and to register handsets.
Base Station Diagram
1.
2.
3.
4.
Page key
Registration LED
Network Status LED
Power Indication LED
Base Station Installation
Choose a suitable location for the base station. The base station will need to be near the center of the wireless coverage area.
Connect the base station to the local area network (LAN) with an Ethernet cable. The unit can be powered with the supplied A/C adapter
or with a power over Ethernet (PoE) port.
If you have automatic provisioning enabled on the Barracuda Phone System and the base station is on the same subnet as the
Barracuda Phone System, then the base station will be updated and five new unassigned phones will now be available.
NOTE: Some W52P base stations ship with a firmware that does not support automatic provisioning. If this is the case, you will need to manually
provision the device. (Instructions below.)
Handset Registration
Place the supplied rechargeable batteries into the handset.
Charge the handset on the cradle until the charging status icon shows a full charge. Wait until the handset is fully charged before
continuing.
At the base station, press and hold the
station is in registration mode.
key for about four seconds. The registration LED will flash slowly, indicating that the base
On the handset, press OK then select
> Registration > Register Handset.
Use the up and down arrow keys to select the base station and press OK.
Press OK when the display shows the ID of the base station.
Enter the PIN number: 0000
Press Done key.
The handset will be assigned the next available handset ID, i.e. 1, 2, 3, 4, or 5.
Base Station Manual Provisioning
To manual provision your base station, you will need to know the IP address. You can retrieve this from a registered handset by
pressing OK > Status > OK > System Status > OK.
Log in to the Yealink user interface. The url is http://x.x.x.x where x.x.x.x is the IP address of the Yealink. The default login is Navigate to
Phone > Auto Provision. In the Server URL field enter the value http://x.x.x.x/provision/yealink/W52P, where x.x.x.x is the IP address of
the Barracuda Phone System.
username = admin
password = admin
Click the Confirm button, then power cycle the base station. When the base station boots back up it will provision to the Barracuda
Phone System.
It may take several minutes for the base station to completely provision.
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Provider Configuration Guides
Use these Provider Configuration Guides to configure your SIP trunk to interface with the Barracuda Phone System.
Click on the desired guide to download the PDF to your local system.
Allstream Configuration Guide
AT&T Configuration Guide
Bandwidth.com Configuration Guide
Cox Business Communications Configuration Guide
Flowroute Configuration Guide
Ixica Communications Configuration Guide
nexVortex Communication Configuration Guide
Optimum CableVision Configuration Guide
Vinix Configuration Guide
Vitelity Configuration Guide
Windstream (Sonus Platform) Configuration Guide
XO Communications Configuration Guide

1. Barracuda Phone System - Overview

Transcription

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