New Rock Technologies OM20, Installation And Configuration Manual

Page 1: ...New Rock Technologies Inc OM20 OM50 Installation and Configuration Guide http www newrocktech com Document Version 201708 ...

Page 2: ...ment Records Copyright 2017 New Rock Technologies Inc All Rights Reserved All or part of this document may not be excerpted reproduced and transmitted in any form or by any means without prior written permission from the company ...

Page 3: ... Overview 7 1 1 Preparation 7 1 2 Connecting the Components 7 1 3 Configuring Basic Voice Services 7 1 4 Configuring Advanced Features 7 1 5 Localizing the System 8 2 Preparation 8 2 1 Site Survey 8 2 1 1 ITSP and PSTN Connectivity 8 2 1 2 Local Network Connectivity 9 2 1 3 Customer Phone Requirements 9 2 2 Deployment Considerations 9 2 2 1 Codec and Network bandwidth 9 2 2 2 Factors which will ef...

Page 4: ... the IP address of the ATA 17 3 4 3 Logon to the ATA 18 3 4 4 Verifying the Firmware Version 19 4 Configuring the Basic Voice Services 19 4 1 Configuring the OM20 19 4 1 1 Configuring the General Settings on the OM20 19 4 1 1 Configuring the OM20 for ITSP Connectivity 20 4 1 2 Configuring the OM20 for PSTN Connectivity 22 4 1 3 Configuring the Inbound Handling Auto Attendant 23 4 1 4 Configuring t...

Page 5: ... 7 Activating the Voice Mail 45 6 Localizing the System 48 6 1 Setting the System Time 48 6 2 Selecting the Caller ID Detection Mode to PSTN 48 6 3 Making Changes to the Digit Map 49 6 4 Selecting the impedance of FXO ports 50 6 5 Selecting the Call progress tone plan 51 7 Security 51 7 1 Making Change to the Ports 52 7 2 Making Change to the web GUI Password 52 8 Multi Sites Deployment 53 8 1 Reg...

Page 6: ... 63 10 2 Troubleshooting Cases 63 10 2 1 IP terminals and ATA are unable to register successfully with the OM20 50 63 10 2 2 Incoming call on FXO gateway is always disconnected 64 10 3 Frequently Ask Questions 65 10 4 Assistance in Fault Analysis 69 ...

Page 7: ... LAN Chapter 4 Connecting the Components explains how to connect the OM20 50 which provides the PBX service for the phones and the ATA which provides voice mail service and PSTN access You also learn how to install the IP phones and any accessories Furthermore you also verify the latest upgrade firmware that you have updated during the Preparation phase 1 3 Configuring Basic Voice Services After y...

Page 8: ...ormation about the customer the existing infrastructure the network the telephone equipment and the available services This survey helps you to prepare for the installation of the OM20 50 IP Telephony System and to anticipate the design considerations The site survey can be conducted on the customer premises or remotely over the phone and email Various site survey templates can be used Chapter 10 ...

Page 9: ... to purchase a suitable power supply 2 2 Deployment Considerations When installing and configuring the OM20 50 IP Telephony System it is necessary to analyze and meet some design considerations to ensure the best quality and user experience The design considerations cover available bandwidth and quality of service 2 2 1 Codec and Network bandwidth The available connection bandwidth determines the ...

Page 10: ...ble IP address to establish connections over the Internet NAT is present in many broadband access devices to translate public and private IP addresses Some ITSPs provide NAT traversal but some do not If your ITSP does not provide NAT traversal you have several options Use NAT mapping with SIP ALG Application Layer Gateway in the router It is necessary to configure remote address information and co...

Page 11: ...on needs to register with the OM20 50 from an external network New Rock recommends mapping an external public Static IP address or dynamic domain name on the OM20 50 2 2 4 Fax and POS machine OM20 supports two fax modes T 38 and G 711 transparent transmission It is highly recommended to check if the facsimile and POS machine can be connected to the FXS port of OM20 When fax messages are received o...

Page 12: ...egment Set the IP address of user s computer to be identical with the same network segment of the device For example if the OM IP address is 192 168 2 218 set the computer s IP address to any address at the network segment of 192 168 2 XXX 3 1 2 Download Finder software Finder is a PC based software for obtaining the IP address of New Rock products especially FXO devices in a LAN environment Link ...

Page 13: ...ical outlet The PWR LED turns blinking green to indicate that the device is starting and will be in steady green to indicate that the device is running normally 3 2 2 Finding the IP address of the OM20 By default the IP address of OM20 is automatically assigned by the DHCP server The IP address can be found by using these methods Method 1 If OM20 has FXS port dial to obtain device IP address by an...

Page 14: ... 3 Enter the login interface for OM20 configuration by selecting your role as admin and entering the password which by default is admin Item Description Role The Web utility provides two authority levels An administrator is allowed to make changes to any configuration After login Welcome Admin is displayed on the upper left corner An operator is allowed to navigate configuration pages and make lim...

Page 15: ...Step 1 Click Info and you can view the software version of OM20 3 3 Installing the NRP IP Phones Note The plug and play procedure described below is only applicable to New Rock NRP series IP Phones For installation of IP phones of other brands please refer to the installation manual supplied by the phone manufacturer 3 3 1 Connecting the Phones to the LAN Step 1 Make sure that the NRP IP phone and...

Page 16: ...he power adapter to an electrical outlet You can view the system progress and the INITIALIZING prompt on the screen 3 3 2 Activating the Phones using PIN Step 1 After connection and powered on the screen will display Please Input PIN Step 2 Input PIN for the extension and click OK e g 447669 Step 3 When The PIN is right prompts click OK to reboot to make the configuration effective Step 4 The exte...

Page 17: ...ing and will be in steady green to indicate that the device is running normally 3 4 2 Finding the IP address of the ATA By default the IP address of ATA is automatically obtained by DHCP The IP address can be obtained by using these methods Method 1 If ATA has FXS port dial to obtain device IP address by an analog telephone connected to the FXS port after the equipment is powered on Method 2 If AT...

Page 18: ...ce The default administrator password is admin Item Description Role The Web utility provides two authority levels An administrator is allowed to make changes to any configuration such as login passwords After login Welcome Admin is displayed on the upper left corner An operator is allowed to navigate configuration pages and make limited changes to configurations After login Operator is displayed ...

Page 19: ...gs that are recommended to ensure good performance on your voice network Complete this procedure before performing any other configuration tasks Step 1 You need to localize the system configuration by modifying some parameters according to your regional preference including time zone country and area code Caller ID detection mode call progress tones and digit map Refer on Chapter 7 Localizing the ...

Page 20: ...nectivity The OM supports standard SIP specifications and Skype Connect Before setting the IP trunk you need to obtain an account from your ITSP Step 1 Log in to OM20 as Admin account Step 2 Go to Trunk IP trunk Step 3 Click Add and enter the account information for your ITSP account To register trunks to different SIP servers go to Trunk IP trunk Register OPTIONS and enable Permit to use multiple...

Page 21: ...in up to 16 characters if encryption is enabled The password can contain up to 30 characters if encryption is disabled Concurrent calls The number of concurrent calls supported by the trunk Note that the total number of all trunks must not exceed the maximum number for the device The OM50 supports a maximum of 30 concurrent calls and the OM20 supports a maximum of 24 concurrent calls Registration ...

Page 22: ... settings in place the Auto Attendant answers the call You can then dial an extension number to verify that the call rings to the station 4 1 2 Configuring the OM20 for PSTN Connectivity Public Switched Telephone Network PSTN access is an optional if you have an internet telephone service You can connect up to four standard analog telephone lines to OM20 depending on the model you purchased and th...

Page 23: ...have left the default settings in place the Auto Attendant answers the call You can then dial an extension number to verify that the call rings to the station 4 1 3 Configuring the Inbound Handling Auto Attendant By default all incoming calls are directed to the auto attendant where callers are prompted to enter the extension number of the destination phone providing immediate and professional ser...

Page 24: ...ny time Step 5 Click Save to save the configuration Step 6 To verify your progress make an incoming call and check if the Auto Attendant answers the call and you are routed directly to the desired extension number If your business requires more flexible Auto Attendant to offer callers better experience you may refer 4 1 4 Configuring the Inbound Handling DID Direct Inward Dialing DID directs an in...

Page 25: ...s sharing the same Trunk line Analog or IP appearance on IP phones Step 1 Log in to OM20 as Admin account Step 2 Go to Basic Dialing rule and set the Hunting group You can allocate multiple extensions to a hunt group of extensions When a caller dials the hunt group number the device will ring an idle extension in the group according to the preset allocation Step 3 Add the extension number to the h...

Page 26: ...nfigure the function keys as follows Step 6 To verify your progress make an inbound call and verify if the call comes in Trunk line 1 every phone will ring simultaneously and the BLF status will be flashing red on IP phones Also verify if Trunk line 1 is busy BLF of Trunk line 1 on every phone is red 4 1 6 Configuring the Outbound Handling Step 1 Log in to OM20 as Admin account Step 2 On Trunk Ana...

Page 27: ...outbound calls When the Inbound route is configured as DID there are two choices Share Other extensions are allowed to make outbound calls DID only Only the extension or hunt group specified in DID number is allowed to make outbound calls through this trunk And the bound extensions can only use this trunk to make outbound calls Step 3 Go to Basic Dialing rule Outbound to configure outbound dialing...

Page 28: ...be allowed Dialing method for outbound calls Dialing without prefix Directly dial internal extension or external numbers Intercom dialing with specified prefix Dial external numbers directly while dial internal numbers by adding prefix Outbound dialing with prefix Dial internal extension numbers directly while dial internal numbers with prefix Routing When the device is configured with multiple tr...

Page 29: ...for outbound calls is Outbound dialing with prefix To avoid collision the prefix must be different from extension number hunting group number number to reach the operator feature access code and other outbound call prefixes Secondary dial tone After the extension user dials the prefix the device prompts the user to dial the called number with secondary dial tone Note Applicable only when the Diali...

Page 30: ...ork parameters as the following example Configuration will only take effect after a reboot 4 2 2 Configuring the ATA to Register to OM20 Step 1 Log in to ATA as Admin account Step 2 On Basic SIP page choose Registrar mode to Per line and fill in both Registrar and Proxy server fields using OM IP address and then click Save ...

Page 31: ...ue The register server address can be an IP address or a domain name When a domain name is used you must activate DNS service and configure DNS server parameters on the network configuration page Proxy server Configure the IP address and port number of the SIP proxy server The address and port number are separated by It has no default value The proxy server address can be set to an IP address or a...

Page 32: ...nal Another way to verify your registration status is successful go to Logs System status SIP Registration Info latest response should be 200 If No response no response from registration server The cause may be contributed to 1 incorrect address for the registration server 2 IP network failure or 3 the registration server is not reachable ...

Page 33: ...one click VOIP SIP select the desired SIP line and then enter the registration information in Basic setting Item Description Server Address Enter the IP address or dynamic domain name of the OM For Example 192 168 111 41 Server port Enter the SIP listening port of the OM The default port is 5060 Note By default the SIP listening port of the device and the SIP trunk share a port that is port 5060 Y...

Page 34: ...ed and that the DTMF processing mode be the same as that on the device 5 Configuring the Advance Features 5 1 Customizing a Simple Auto Attendant 5 1 1 Customizing the Greeting As a simple auto attendant the OM20 plays a greeting message to the caller depending on if the call comes in at business hours or non business hour The system default greeting files are shown in table below or your own gree...

Page 35: ...a speech synthesis engine which is accessible on the Internet To perform the synthesis the device is required to be connected to the Internet Follow this procedure Step 1 Go to Basic Network page to configure DNS server Obtained automatically can be selected only when the network connection mode is set to DHCP or PPPoE If Specified manually is selected the network IP address of the Primary and Sec...

Page 36: ...corded directly on an IP or analog phone that is connected to the device To ensure high quality it is recommended to make the recording in a quiet environment Item Description Recording Pick up any phone connected to the device and press 81 to start the recording after the prompt and hang up to finish the recording Listen Press 8200 to listen to the voice recording Save Press 8301 and hang up to r...

Page 37: ...o files for uploading Step 3 Click Upload The name of the audio file to be uploaded should begin with user and can contain letters digits or underscores only You must use a wav file format The sampling rate of the wav file can only be 22 050 kHz or 8 000 kHz 5 1 2 Assigning the Attendant Extensions When the caller dials default number 0 the call is transferred to an operator By default the first F...

Page 38: ...Terminate the incoming call to extension in Round robin order Simultaneous Terminate incoming calls to all available extensions on the operator list simultaneously and the first one to pick up is connected Press number to reach the operator The number to reach the operator The default value is 0 Note If the default value is changed you must modify related greetings such as To transfer to an operat...

Page 39: ...p 1 Log in to OM20 as Admin account Step 1 Generate and upload IVR audio files on Basic Audio files using any of the three methods Upload greeting or text to greeting conversion or recording via phone Step 2 Step 3 Add and modify IVR settings on Basic IVR Step 4 Edit IVR template ...

Page 40: ...to OM20 as Admin account Step 2 On Application Duty Schedule select week or month for the Period and select which the day of the week or fill in the specific day of the month for Date input the time for the Validate time and create the Duty Plan according to the given template fill in the trunk number inbound route extension number call forward mode and the cellphone number Step 3 Click Save to sa...

Page 41: ... music files are available by default fring2 and NewMorning You can customize and upload audio files CRBT audio files and background music audio files can be shared by the OM50 OM20 After uploading an audio file follow this procedure to set background music Step 1 Go to Basic IVR select the check box of the desired audio file below Music on hold and then click OK To play the audio file click To de...

Page 42: ... separated by a comma and in this case the device will sequentially negotiate a codec with the peer SIP device 5 6 Making change to the Extension Numbers The OM supports analog and IP extensions which are separately described below 5 6 1 Analog extensions Each FXS port corresponds to one analog extension To configure an analog extension follow this procedure Step 1 Log in to OM20 as Admin account ...

Page 43: ...are configured on both the OM and the IP extension the display name configured on the OM prevails Group Select a department for the extension The extensions within the same department can use group call pickup Call restriction Each extension has an assigned privilege for making outbound calls When a user makes a call beyond its restriction the device rejects the call with a voice announcement If e...

Page 44: ...nced parameters of the analog extension Step 3 Click Save to save the configuration Step 4 Click Advanced and set advanced properties of the extension such as Gain and Impedance There is no need to make changes to the default values unless there are issues when using the extension 5 6 2 IP Extensions The IP phone or SIP softphone registered to the OM successfully can be used as an IP extension Bef...

Page 45: ...to outside Settings See the description on Analog extensions Step 3 Click Save to save the configuration 5 7 Activating the Voice Mail When the extension user cannot receive the incoming call the calling party can leave a message after the prompt Step 1 Go to Application Recording and enable the recording The storage path of recorded files is varied depending on the recording mode for example if I...

Page 46: ...n When the recording mode is Remote recording the voicemail messages can be sent to the mailbox of the extension user To configure it follow this procedure Step 1 Select Remote recording on the Recording page and configure the Recording server and Outgoing email server ...

Page 47: ...you need to pre configure to allow to use DISA Format The name of a voicemail message file is in this format vm_Called party Calling party Random code pcm For example vm_200 6033432345 946685192 pcm If the user presses Replay or Next when listening to a voicemail message or the voicemail message is played the message will be identified with the file name become oldvm_200 6033432345 946685192 pcm N...

Page 48: ...sing the device 6 1 Setting the System Time The time and time stamps are used in features and logs The factory default time zone is GMT 08 00 hours You can make the change at System tool System time 6 2 Selecting the Caller ID Detection Mode to PSTN Select the Caller ID detection mode according to the features of the peer switch The default value is Automatic which means that the device detects Ca...

Page 49: ... Carefully setting up the rules in the digit map helps the device to recognize the ending of dialed numbers and thus speeds up the call process The default digit map only contains system function rules If it does not fit your dial plan please input the rules you want to the text box at Advanced Dialing Digit map ...

Page 50: ...ice terminates receiving digits and sends detected numbers if the duration of no dialing period exceeded the value of the Interdigit timer parameter For a number with more than 10 digits the device terminates receiving digits and sends detected numbers if the duration of no dialing period exceeded the value of the Complete entry timer parameter 0 9 Matches a specific a DTMF digit x Matches any sin...

Page 51: ...gions predefined in the device and you can select one of them Or you can define the tone plan according to the national standard You can make the change at Advanced Tone 7 Security This document describes how to configure the device to protect from malicious users in the same public network Safety and security are the primary concerns when the device is deployed in the public network ...

Page 52: ... your device while using a public network 7 1 Making Change to the Ports Modify the default SIP port number 5060 You can set any number within the port range 1 9999 OM configuration page go to Trunk IP trunk 7 2 Making Change to the web GUI Password Modify the default web interface password for both administrator and operator It is recommended increasing the web password strength requirements such...

Page 53: ...nal IP extension or if multi site networking is used it is necessary to configure remote address information and configure port mapping on the Internet ingress router or used the P2P traversal feature on OM This enables devices on external networks to traverse NAT Network Address Translation to get access to the OM There are two methods to follow for remote access Method 1 Remote Access with Peer ...

Page 54: ... feature Registrar for External Terminal is the uniquely generated domain name for sip extension registration use this domain name to register your sip phone as OM extension Method 2 Remote Access with NAT Traversal using DDNS or External IP address it is necessary to configure remote address information and configure port mapping on the Internet ingress router Step 1 Click Basic Remote access and...

Page 55: ...gure port mapping on the Internet ingress router Take a New Rock WROC3000 as an example to show the ingress router configuration Item Description Host IP address Enter the IP address of the OM The current IP address of the device can be seen in the network part on the Status interface of the OM Note It is a must to set a static IP address which can be configured on Basic Network page For the OM80 ...

Page 56: ...in name for sip extension registration For example 629724 3D0FFA sip newrocktech com 5090 Server port Enter the SIP listening port of the OM The default port is 5060 Note By default the SIP listening port of the device and the SIP trunk share a port that is port 5060 You can set a different registration port on the Extension IP Registrar OPTIONS Authentication User Enter the number of the IP exten...

Page 57: ...standard be selected and that the DTMF processing mode be the same as that on the device 8 2 Registering the Remote ATA to the OM20 The following describes the registration information using Method 1 Remote Access with Peer to Peer communication across NAT and the ATA as an example Step 1 Log in to ATA as Admin account Step 2 On Basic SIP page fill in both Registrar and Proxy server fields using t...

Page 58: ...ds using the OM s IP extension and password Enable the Registration button and click Save Step 4 To verify your registration status is successful go to Call Status Call Status Register status Step 5 Optional Another way to verify your registration status is successful go to Logs System status SIP Registration Info latest response should be 200 ...

Page 59: ...installing the OM20 50 IP Telephony System By using this guideline you can minimize the installation time and ensure that all setup requirements are met This guideline is designed to help OM20 50 IP Telephony System installation technicians and can be used as a training guide and checklist for Service Providers Customer Information Company Name Contact Name Commercial Contact Phone Number Commerci...

Page 60: ...y User Name Password Service provider additional parameters e g DID numbers Audio preferred codec Circle one G 711A G 711u G 729a G 726 G 723 1 Telephony System Survey Number of IP Phones to install Is it there an existing traditional PBX to replace Circle one YES NO If yes please list the existing features provided by the system Is the customer setup requiring any of the following features Circle...

Page 61: ...e the missing locations PSTN Line Circle one YES NO If yes how many UPS backup Circle one YES NO If yes what devices are covered Fax Machine Circle one YES NO If yes is there a telephone cable available from OM20 50 to the fax machine YES NO Broadband Type Broadband connection type Circle one T1 ADSL xDSL FTTH Other If other please specify IP addressing type Circle one DYNAMIC STATIC If static IP ...

Page 62: ...cle one IP TOS VLAN ID 802 1p VLAN tagging Circle one YES NO If yes Voice VLAN ID If yes Data VLAN ID Power over Ethernet YES NO If yes how many ports available Total number of ports on switch 10 Troubleshooting 10 1 Troubleshooting Process A troubleshooting process generally consists of the following stages Collecting information Troubleshooting the fault Resolving the fault ...

Page 63: ...hooting Locating the cause of fault is an important step in the process of technical troubleshooting which provides guide for determining the means or measures for resolving the fault 10 1 3 Resolving the Fault After identifying causes of a fault you can troubleshoot the fault accordingly Fault troubleshooting is a process of taking proper measures or steps such as changing configurations or resta...

Page 64: ... response check whether the registration account name and user name are correct 10 2 2 Incoming call on FXO gateway is always disconnected Fault Description Incoming call on FXO gateway call will be automatically disconnected after 1 or 2 minutes of conversation Cause Analysis PSTN line connected to the FXO port of the device do not support Polarity reverse signal If PSTN don t provide polarity re...

Page 65: ...e to factory default settings Press the RST button for more than 3 seconds all new devices already has the RST button except HX4E Connect an analog phone to the FXS port of the device and dial 911234 then hung up and reboot the device Log in as admin to the device and go to System Tools Factory resetting Q What if I cannot Log On to the device because I forgot the preset whitelist IP address A The...

Page 66: ... hook quickly most customer are accustomed to use on hook as a flash hook method In order to avoid such issue you need to check and try the following suggestions Recommend to change user s behavior by not using on hook as a flash hook method Disable the call hold function if customer do not use the call transfer function Go to Line Advanced adjust the Hook flash timer min to 150 200ms default 75 a...

Page 67: ... port ring detect threshold Procedure in setting FXO_DISC_VOLT parameter Log in to GW with admin account Set the value to 20 for disabling SIP_FG_REQ_USING_TO parameter Input the xml command on the URL https x x x x xml method gw config set id211 20 Note x x x x refers to the IP address of your GW Q How to configure the device in order to have a successful POS call A In order to have a successful ...

Page 68: ...k Cut off the ground pin on the power plug Q What can I do if the voice volume is too low or high on an extension during the call A When the voice volume is too low or high on an analog extension side or internal party you can increase or decrease the Gain to terminal parameter value by line configuration Test several values higher or lower than default value 0 until you get the normal voice volum...

Page 69: ...d in Log Log download to download Packets captured on the network when the fault occurs Follow the step to get the Ethereal Capture on OM20 50 1 Go to System Tool Ethereal Capture 2 Click Start to initiate the capture procedure 3 Make the test call 4 Click Stop to terminate the capture procedure Then you will be notified for download Configuration files from the OM20 50 Follow the step to export t...