Introduction

VoIP – Your New Communication Technology

Congratulations! You are now using a complete VoIP communication system. But what is VoIP, where does it come from, and what does it mean? We’d like to briefly answer these questions for you.

VoIP, or Voice over IP, means that your telecommunications now operate over your IP network (Internet Protocol) and, therefore, over your internal network. You have followed the opinion of many experts who see VoIP not just as an alternative but as the future of telecommunications. Below is a diagram of an IP network:

The History of VoIP

VoIP actually originated with traditional telephony over a hundred years ago. In 1862, physicist Philip Reis developed a device for transmitting sound, which Alexander Graham Bell later refined. In 1876, he filed a patent for the telephone with the Patent Office. In 1877, he founded the Bell Telephone Association, which we know today as AT&T. Telephony evolved from the telegraph (Morse code) to simple wired direct connections (peer-to-peer) and eventually to ISDN (1995), which is still a peer-to-peer connection. In 1966, development began

to connect computers, which later gave rise to the Internet. In 1995, ISDN was commercialized; at the same time, the Israeli company VocalTec introduced IP telephony technology to the market, though it was limited to half-duplex (radio) and limited to PCs. This was not successful, however, because data transfer rates and system resources were still too low (56 Kbit/s and 64 Kbit/s).

In early 2000, the first free messaging apps with voice integration for end users (individuals) were released.          Thanks to ongoing development, faster and better system resources, and ever-faster data transmission, VoIP continued to evolve. The best-known protocol was H.323, which, however, was heavily based on proprietary systems. However, SIP (Session Initiation Protocol) gradually gained widespread acceptance because it is open and flexible. Your newly purchased voxGate is also based on the SIP standard.

What's new—compared to older telecommunications systems?

…the simplicity! Your system is configured and customized using a GUI (Graphical User Interface). If you wish, you have many more options for configuring your voxGate yourself. Since there are no licensing restrictions, you can create and manage new users at any time.

…the complexity! In the past, all the intelligence was built right into the control center.

The phone itself couldn't do anything on its own. As a result, the phones were dependent on the system. With voxGate, the intelligence is now integrated into both the phone and the system, making the system significantly more flexible and independent of the phone model. Both can utilize these features. Thanks to open standards, it’s also possible to integrate custom applications.

Recommendations for Devices & Clients: It is best to use only clients and devices approved by Winet. We would be happy to advise you on your selection.

Network requirements?

Please note the following requirements, which must be met in order to operate your voxGate smoothly in your environment. On your internal network:

n Each phone requires its own available IP address (DHCP or static assignment)

Each phone call requires a bandwidth of approximately 87 Kbit/s. This means that on a 100 Mbit/s network, approximately 1,149 calls can be made simultaneously, but no additional data transfer is possible. We nevertheless recommend using switches with QoS (Quality of Service) that prioritize VoIP data. Each phone call requires a bandwidth of approximately 87 Kbit/s. This means that on a 100 Mbit/s network, approximately 1,149 calls can be made simultaneously, but no further data transfer is possible. We nevertheless recommend using switches with QoS (Quality of Service) that prioritize VoIP data.

 

n When operating multiple routed subnets, the following ports must be open on both sides (this also applies to NAT);

n required for every phone call

UDP 5060 (SIP – used for Winet's new billing system) UDP 10001–20000 (RTP)

UDP 4569 (IAX2 – now used only for Winet's legacy billing system)

TCP 80, so that users can see their own phone

n PoE (Power over Ethernet) if you want to operate the SIP phones without an additional power supply.

For operations to and from external locations via IP (making calls over Winet, remote maintenance, and external phones that need to register with voxGate):

The Internet data line must include managed QoS (on both ends).

The ports listed above must be open. Remote Maintenance Recommendation: For remote maintenance, you can also open TCP port 22 (SSH) and bind it to our source IP address 212.47.191.70. Also, set up a NAT route to voxGate. Winet will be happy to advise you on the requirements and provide you with a corresponding quote.

Fax and VoIP

The new billing system supports the T.38 protocol. However, the ATA box must be registered directly with a dedicated server optimized for fax.

Since faxes are sent via an analog signal, a clean transmission over the external (Internet) network can still be relatively unstable. Even the slightest delay in data packets causes the fax to abort. For legal reasons, it must do so.

Whenever possible, faxes should be sent via a business line (ISDN, e.g., with the area code 9).

Preparation for Installation

To ensure that you can complete the installation properly, you will need a few important tools. You will integrate the voxGate into the customer's existing network. Now you need to access the default address.

Important Note: The default IP address is 192.168.1.3

Diagram of a grid integration:

 

Recommended browser: To ensure optimal performance, we recommend that you install the Firefox web browser. You can find it at the following address: http://www.mozilla-europe.org/de/products/firefox/

Log in using the administrator credentials you provided when placing your order. If you did not specify an administrator, please contact our support team.

The Modules

The system is divided into 5 Main Modules . Under each main module, you'll find additional submodules. You can configure the individual functions within the modules themselves.

The Configuration Order

The modules are described in the order of the menu structure. However, to ensure efficient configuration, you should follow the order listed below. In some cases, this is unavoidable, as certain parameters cannot be configured until the relevant modules are already in place.

Recommended optimal order:

n System/Network n System/Hardware n Route/Trunk

n Route/Trunk Sequence

n Users / User

n Distribution Groups

n Appendix

n remainder

General Operation

The Help menu displays help text when you hover over it with the mouse pointer. You can Help Texts Turn it off by unchecking the box on the right under "Explanations" next to «Help »Show?" Remove.

User

The participant

Use the Users menu to set up new users and their roles. In the Users menu, under the Users submenu, go to «Add User»:

 

Settings: Add User:

Field Type	Field Name	Field Description
Required field	Extension	Subscriber's Internal Number
Required field	Password	Participant's login password
Required field	Name
	First Name
	Rank	Here you can specify whether the user has administrator privileges or is a regular user. As a regular user, the user can only make limited changes to their own data using the configuration tool.
	PhotoUpload	The photo should be 100x130px in size and must not exceed 20 KB. The file format must be .jpg.

User Search

Enter the name or extension in the search field. The matching users will be selected automatically. The more digits or characters you enter, the more you narrow down the search:

The active users You'll see the following displayed in the Help menu on the right:

For the desired user, go to «Edit» with the corresponding icon

Recommendation: User Editing: When editing user records, get into the habit of always checking to make sure you're editing the correct user.

Voicemail

Under the "Voicemail" menu item, you'll see the voicemails for the selected user. You can access them by Click the play icon Listen now. To enable a new voicemail message for a user, first click "Enable" and then click "Save.".

Next, tap the "Show" menu item to display the voicemail options. Now you can Set up voicemail:

Voicemail Settings

Field Name	Field Description
Timeout	Time in seconds until voicemail becomes active
Password	Voicemail password. You must enter this to listen to incoming voicemails.
Number of messages	Maximum number of messages for the voicemail box
Email Address	A message is sent to this address whenever a voicemail is received.
Pager Email	Currently disabled
VM is occupied	This also activates voicemail when the line is busy.
Send attachment	sends the recorded message as a .wav file with the notification email
Read the number aloud	reads the caller's number aloud when listening to voicemail
Date and Time Announcements	reads aloud the date and time when the voicemail was received
Confirm VM	allows the caller to edit their message after recording it
Delete	After it is sent via email, the voicemail is deleted from the system
Save	Saving the Settings

News:

Here you can listen to your voice messages or upload them in .wav format. Important Note: The .wav file must NOT be 800 Hz when uploaded. Recommendations: Features of the .wav format: 16-bit, 44.1 kHz, stereo, PCM

Messages can also be recorded directly over the phone. To access the menu, dial your own number on your phone (e.g., dial 47 on phone 47).

Calendar

Under "Calendar," you can integrate your calendar so that calls are automatically forwarded during your appointments.

Field Name	Field Description
Name	Desired Name
Calendar URL	Paste the URL of your calendar here.
Username	Usernames that you use for your calendar.
Password	The user's password for your calendar.
Update Time	Enter the refresh interval for your calendar here.
Add events until	Specifies the time period within which deadlines must be met. This time is specified in minutes.
Automatic Reminder	Set the number of minutes before the appointment you'd like to be reminded of it.
Drop	Here, specify how you want to handle calls during appointments.
Save	Saving the Settings

Detour

In the "Define Redirect" menu, you define participant-based  Reroutes. To add a reroute, go to «Add a new detour»:

Configure redirection:

Field Name	Field Description
Status	Enable or Disable Redirect
Timeframe	Set the time during which the redirect should be active. To enable it for 24 hours, select from 00:00 to 24:00.
Selection Days	Specifying the days on which the detour should be active
Name	Name of the Redirect Profile
Speed Dial	Set a number from 1 to 9 to enable or disable call forwarding on the phone using the code #+number.

Redirect Drop:

The redirection destination is specified in the "Drop-off" field:

Settings for Redirect and Drop:

Field Name	Field Description
Callback	The call is disconnected; the system automatically calls back
Conference	Call Forwarding in a Conference Call with Multiple Participants
Disa	DIS stands for Direct Inward System Access, which allows a direct line from outside to one's own system. This allows you to make calls from a cell phone using the company number—for effective cost control—and the person receiving the call will see the company number instead of the cell phone number. Attention: DIS can be used as a backdoor and must be used very selectively!
Extension	Redirect to another internal Number
Intercom	Redirecting to an intercom speaker function
IVR	Forwarding to an Interactive Voice Response system, a voice navigation feature of the telephone system
Outbound	Redirect to external Phone number
Queue	The caller remains on hold
Ringgroup	The caller is routed to all lines grouped in a ring group.
Time Conditions	For individual connections, time-controlled conditions—such as call forwarding to other devices, etc.—can be configured. If these are enabled, the call will be forwarded according to the settings in the "Time Conditions" option.
Voicemail	Forwarding to the Answering Machine

Trunks (Line Assignment)

In the trunks, you define the CID (caller ID), the DID (direct in-box number), subscriber-specific dialing rules, and permissions.

More important Note: The general rules for all users must be defined under the Route / Outbound module!

Trunks Settings:

Field Name	Field Description
DefaultCID	Define the outgoing number. The number must always be entered in the 10-digit national format.
DID	direct extension number through which the user can be reached directly

Attention! The format depends on the provider. Winet numbers must always be entered with 10 digits; for Swisscom ISDN numbers, the number of digits depends on the service and the DID configuration—it may also be 2, 3, or more digits long.

Up to 3 different rules can be defined in the trunk configuration. The system always applies the left rule first, followed by the middle rule, then the right rule, and finally the system-specific rule.

Trunks Settings:

Field Name	Field Description
Pattern	Enter the digit evaluation here. The following options are available: Digits from 0–9* All digits and the following Z digits from 1–9N Digits from 2–9X Digits from 0–9 Example: You want to treat all cell phone numbers as exclusive: Pattern -> 07N*. We use «N» to exclude the number 1 so that numbers from Eastern Switzerland are not included.
Prefix	Values are prefixed to each dialed number (e.g., a preselection code such as 107xx)
Strip	This is where you truncate digits. For example, if a 9 is dialed first (in the pattern), it must be truncated here.
Trunk	Specify the line on which the call should be made.
CID	Enter an alternative CID number so that, for example, you can make calls on this line using only the main phone number. Example: They want the user to only have to dial the 3-digit number of a partner company when dialing the prefix 9. The direct numbers for the other company range from 340 to 379. The main number is 0445556. The user should identify themselves with the group number 0525556545. The call should be routed through Swisscom. Pattern: 93XX – Prefix: 0445556 – Strip: 1 – Trunk: Swisscom – CID: 0525556545

Double ring

The dual-ring function is used for supervised pairing with multiple devices. To use this function, you must create additional users, whom you can add as needed to

«invisible» set. This way, the user can be reached at a single number on multiple devices:

Simply enter the desired additional numbers for the user. This can also be an external number (e.g., cell phone).

If the user receives a call and answers it on their cell phone, the user is considered to be busy.

Important Note: The Double-ring mode is not enabled, if the primary user has a Ring Group is called—unless the additional number is also Member the group!

Double Ring Settings:

Field Name	Field Description
Add an extension	Enter the additional user's number

Extension Settings

In this module, the participant's settings are created and maintained.

These settings are extremely important for users to be able to use the system!

 

Field Name	Field Description
Plug 'n' Play	This option must be enabled on the following phones: YES are: Aastra, Snom, Polycom. Set it to NO for all other devices. If NAT is set to YES, Plug’n’Play must be set to NObe set.
Network Address Translation (NAT)	This option must be set to YES if the user is external (not on the local network, with a firewall in between). Normally, set it to NO.
SIP Reinvite	If NAT is set to YES, SIPReinvite must be set to NO Set to "Yes" for internal devices, except for Ascom DECT and Mediatrix.
Music on Hold	Select a specific music-on-hold group
Language	the user's language for voice prompts (system)
Context, Type,Codecs	Do not change!
Ruf Group	All participants in the same group can answer calls for other users.
Customer Group	All participants in the same group can answer each other's calls by dialing *8 or *8xx (xx = destination number).
Internal Drop	The internal call rejection feature only activates when the call comes from an internal subscriber. You can set the call rejection to trigger after a certain amount of time or when the line is busy. (Call rejection cannot be combined with voicemail!)
External Drop	The external call rejection feature only activates when a call comes in from an external number. You can set call rejection to occur after a certain amount of time or when the line is busy. (Call forwarding cannot be combined with voicemail!)

Attention: If the drop is to be combined with VM, the VoiceMail Timeout set to «0» are set and later explicitly offloaded to the participant's VM.

Phone Configuration

This module is intended only for the Automatic Configuration required. It supports only Snom and Aastra Devices. First, select the manufacturer and model of your phone, then click "Next." Now you can configure the function keys for your phone.

Phone Configuration Settings:

Field Name	Field Description
Phone Configuration	Setting Time Zones and Language
TK Shortcut Keys	The TK speed dial keys are configured on the phone from top to bottom on the speed dial pad. The system simply fills the available keys in order. This allows you to Assign up to 112 keys.

With the Polycom Extension Module, the buttons are automatically labeled on the display. For the call indicator panel to work, the extension must be a internal participant  . Of course, external numbers can also be programmed. Please note: The phone needs to be restarted.

In the Phone Configuration module, you can (bottom left) Templates for Key Labels for Snom and Aastra Phones Print them out. You can use these for the speed dial pad.

Attachment

In these modules, ring groups, hold queues, intercoms, parking positions, and conference rooms are set up, as well as the Timers, the IVR, the Callback and the DISA configured.

Distribution Unit

Ring Group

 

The existing ring groups are displayed in the upper section. Participants are managed using this icon. You can also add new participants to the group here.

Configuring ring groups:

Field Name	Field Description
Extension	Every ring group needs a Its own internal number.
Name	Name for the ring group
CID Prefix	If a call comes in through a group, this entry is displayed on the phone. For example, Support> appears on the display as Support>0791234567. The caller knows that the call is coming through the group. Both numbers and letters are allowed.
Header 1 & 2	You can enter a ring alert here. This is required to control the ringtone on the phone. Two definitions are possible.
Message to Callers	You can select a voice announcement that was recorded under Languages / System Records. This announcement will be played to the caller.
Announcement to Destination	A voice announcement recorded under Languages / System Records can be selected. This announcement is played to the subscriber who answers the call. For example, when only analog phones without displays are connected to the ring circuit.

Ring Group Drop:

Field Name	Field Description
After the drop	Goal if no one loses weight after a specified period of time.
Time Out	Defines the time it takes for the drop to respond.

Hold

The "Hold" function—also known as "Park"—is useful when you want to transfer callers to people who are not at a fixed workstation. You can park the caller in a specific slot and then give the parking number to the person you’re looking for. That person can then dial the parking number from any phone to answer the call.

Configure Hold:

Field Name	Field Description
Masterpark	This is the main number you should call.
From and to	Here, you define the area and the number of parking slots.
Maximum Parking Time	Time in seconds until the caller is transferred back to the connecting station.

Intercom

The intercom can use all Snom, Polycom, and Aastra phones directly as a public address system. When you call the designated intercom number, the phones switch to speakerphone mode, and you can make an announcement. If only one participant is connected, a bidirectional connection is established immediately—both the speaker and microphone are active. If there are multiple participants, the connection is unidirectional; only the speaker is activated.

The intercom is like a ring group set up. To use it, you have to call the stored intercom number.

Queues (Waiting Lists, Call Centers)

With voxGate, you have a fully integrated inbound call center solution:

The queues are divided into 5 sections that need to be configured.

The help texts are also enabled in this module; they're particularly helpful for the strategies and settings. Just hover your mouse over the description text.

Configure the queue:

Field Name	Field Description
Number	Assign an available internal number
Name	Give the queue a meaningful name
Password	If callers are required to enter a password, they can enter it here.
CID Prefix	To allow agents to see which queue is calling when a call comes in, enter a name here that will then appear on the display. (e.g., SUP>0795553321)

Queue Settings:

Field Name	Field Description
MoH Group	Select the music-on-hold group. You can use different music for each queue. These are set up in the configuration under Languages/Music on Hold.
Max. Callers	Sets the number of callers who can wait in the queue. All subsequent callers will be forwarded to the drop destination.
Strategy	Ringall: All registered agents ring at the same time Random: Selects agents at random Fewest Calls: Selects the agent with the fewest completed calls Least Recent: Selects the agent with the fewest calls received recently Round Robin: fair call distribution. Calls are assigned to all agents in turn Round Robin Memory: Like Round Robin, but if a call is forwarded to the next agent, the first agent continues to ring.
Call on Empty	Callers are placed in the queue even if no agent is logged in. If this feature is disabled, the caller is routed to the drop queue.
Exit if empty	If this feature is enabled, the caller is disconnected once the last agent has logged out.
Recording	All calls in the queue are recorded. ATTENTION! The caller must be informed of this, for example, through an announcement before the call begins.

Wait Times:

Field Name	Field Description
Agent Timeout	The agent rings the call at the set time. After that, the call waits for the time set for the retry. After this time has elapsed, it tries again with the agent; if that fails, it moves on to the next agent.
AgentPause	If the agent has just finished a call, he or she will not receive any more calls until this time has elapsed. This is also referred to as the follow-up time.
Retry	See "Agent Timeout"
Max. Wait Time	Time until the caller is disconnected. If the time is set to 0, the caller waits indefinitely.

Queue Announcement:

Field Name	Field Description
Message to Agent	This announcement is played to the agent. It is primarily needed for agents with phones that do not have a display, to let them know which queue is currently calling. The announcements are defined and recorded under Languages / System Recordings.
Message to Callers	The caller hears this message, which informs them about the queue. If the call is being recorded, this must be mentioned here. The messages are defined and recorded under Languages / System Recordings.
Announcement of the Position	The caller is informed of their place in line.
Announcement Wait Time	The caller is told the approximate wait time.
Voice Menu	The caller can use the keys 1–9 to be transferred to a specific IVR (Interactive Voice Response) system or to access various functions.
Announcement Frequency	If the announcement of the position and/or wait time is enabled, this setting determines how many seconds must elapse before the announcement is repeated. ATTENTION! The time needed for the announcement must be factored in.

Drop:

If the queue is programmed to trigger a drop, it is defined here. You can then save the queue.

Additional features after a queue has been set up:

Icon / Field Name	Icon/Field Description
Records	The recorded sound files are displayed with the following options:
Play	A pop-up window opens: The QuickTime Plugin must be loaded here, and a Speaker must be connected. You can also use the arrow to download and save the sound files (.wav format)
	Deleting the Announcement
	This icon takes you to the menu for fixed agents. If you need agents who do not log in or out but remain in the queue permanently, you can add them here.
Add an Extension	Enter the agent's number or name. voxManager will suggest matching extensions after you enter the first digit or the first letter.
Priority	Enter a number from 0 to 9. Agents with the lowest number are given first priority; requests are then processed in ascending order.
	Queue Settings
	Deleting the Queue

Conference

With voxGate, you can create your own conference rooms. However, the number of participants and rooms is limited and depends on your system type. Participants can simply dial the conference number. For external participants, an inbound route must be configured, or they will be connected to the room.

Configure the conference:

Field Name	Field Description
Adding a Conference	Add a new conference room
Number	internal number
Name	Logical name for the virtual conference room
User PIN	If you want to protect the room with a PIN, define the access PIN here
Admin PIN	If you need a managed RAum, define the administrator PIN here
Input text	Select a system recording to greet the participants
Music on Hold	Select a MoH group to play music for callers when they are on hold or waiting.
Waiting for the Admin	If this feature is enabled, the conference will not be unlocked until the admin joins.
Quiet Entrance	If this feature is enabled, new participants will not be greeted by name
Participant Number Announcement	The person joining the conference is notified of how many participants are already in the conference
Admin Menu	Opens the admin menu. The admin can use codes to block or mute participants.
ConferenceFilename	Specify a filename under which the conferences will be recorded

Time Conditions

Time Conditions control calls based on a schedule:

Configure Time Conditions:

Field Name	Field Description
Name	Specifies the time window. You can define multiple times per time window. The determining factor is the Primary drop zone at the end of all timed exams
After the drop	Specifies where the call should be routed if all time checks failed
Save	Saves the time condition

Click the Calendar icon to open the time slots: 

Select the date to which you want to add a new time rule. If you want to plan for the entire year, select January 1.

You will now be taken to the Weekly view. Select the Time window, that you want to edit. You can also select an entire week:

Now the editing window for the Scheduling:

Create scheduling rules:

Field Name	Field Description
Title	A meaningful title for your scheduling rule
Description	Optionally, you can define the control more precisely
Full day?	Is enabled when the rule is to be valid for the entire day
Start, End	If it's not an all-day event, define here or adjust the time during which the rule should be active
Length	Enter the number of days the rule should be valid (max. 7 if the start day is Monday)
Repetition	As requested Repetitions the rule you created, either weekly, monthly, or annually
End	If the rule is to be repeated only for a certain period of time, the End Datedefined
Drop	Defines where the ball should be thrown when the rule applies. Otherwise, it goes to theMain Drop
OK	Create the rule

After that, you'll be back in the Calendar View , where the entry you made is now visible. You can then define additional time slots.

IVR (Interactive Voice Response)

IVR (Interactive Voice Response) is used to configure simple recorded messages or to set up complex routing schemes. Add IVR:

Configuring IVR:

Field Name	Field Description
Name	Refers to the IVR
Time Out	Wait time until the next action takes place
Save	Ensures the IVR

Now click on the Structure Symbol in the new IVR rule in the upper section. In addition to the IVR you've created, you can now use + New Promotions Add:

Add new promotions:

Field Name	Field Description
Playfile_Key	Plays back a system recording, allowing you to make selections while it is playing
Destination	refers to a destination (TN, RG, etc.)
Goto_ivr	Go to another IVR. This must already exist in the structure; to add a new IVR, click the "+" button in the blue window on the left.
Get_key	This function must be inserted if it is followed by a digit evaluation using the goto_ivr function. (Press 1 for… etc.).Attention: Only 1 digit! (single-digit)
Get_string	Like get_key, but with sequences of integers ending in #. For example, retrieving a PIN and then forwarding it to a destination.
Loop	Repeat the entire sequence. This is helpful so that the caller has multiple attempts.

For Goto_ivr, first specify the number the caller should dial, followed by the IVR. You can use any numbers. Use an «i» to define a disconnection if the caller dials an incorrect digit. Use «t» to define a time-out disconnection if the caller does not dial anything.

Important Note Regarding the IVR Function: Please note that the IVR feature requires separate training.

Example 1: Setting Up an IVR

Your company needs an automated greeting that does not allow callers to leave a message. This can be achieved using IVR.

n First, record an announcement in the Recording system

n Next, add a new IVR and assign it a logical name

n Define the timeout period—the number of seconds it should take for the system to proceed to the next step if no action is taken (default: 10 seconds)—and save your settings.

n Click on the Family Tree Icon

n Add a new action

n Select the «playfile» action, then choose the announcement you want. Click Save.

To ensure that the The announcement repeats itself, add a New Promotion and select

«loop» . Save. You can now use the IVR in an application (e.g., Inbound Routing, Time Condition).

Example 2: Choosing Between Three Departments When Calling

Your company would like to give callers the option to choose between three departments to be connected to. (For example, press 1 for Sales, 2 for Support, and 3 for Administration.).

Here, too, you'll first need a voice prompt that tells the customer what options are available.

n Now add a new IVR and give it a logical name

n Click the family tree icon to edit the IVR

n Add the new action «playfile» Click "Add" and select your new greeting

n Add a new action and select «get_key»

n Add 3 new ones under IVR Add them and name them, for example, «Sales,» «Support,» and «Administration»

Example: Creating Sub-IVRs

 

n You now have 3 sub-IVRs

n More important Note: To edit the sub-IVR, click directly to the name of the Sub-IVR

n Now you can also Add promotions. Please note that you should always use the

Edit the IVRs highlighted in gray in the list on the left!

n Now add a new action to the Sales sub-IVR, and select «destination» Select and define the destination for the sale (participant, call group, or queue)

n Save and then add the «loop» Campaign» in addition

n Go to the "Opening Hours" menu—that is, the IVR's main menu—and add a Add a new promotion. Select the function «goto_ivr» and enter the Dialing codeone

n Now select the first sub-IVR as the destination

n Insert 2 more «goto_ivr» functions as described above

n You have now fully set up an IVR

Callback/DISA

The callback function must be defined with a Inbound Route be routed. The system immediately disconnects the caller and calls them back. They are then routed to the specified drop-off point:

Configure callback:

Field Name	Field Description
Name	Refers to the callback function
Waiting time	Seconds until the recall is triggered
CID	Number displayed to the person being called back
CID for the recall	This can be specified if the callback is to call back only to a specific number

DISA (Direct Inward System Access)

With DISA—Direct Inward System Access—you can call in from outside the system and will then hear an external dial tone. This allows you to with Make a call using the company's CID from your cell phone:

Configuring DISA:

Field Name	Field Description
Name	Refers to DISA
Password	Set a PIN to identify yourself
Response Timeout	This defines the amount of time the user has to begin redialing.
Digit Timeout	Define the time interval between each digit
CID	Enter the number you want to publish externally via DISA

Important Note from DISA: DISA is required to configure the voxMobile feature.

Brief Description of voxPanel

voxPanel is a Telephone Operator , which we developed specifically for Winet's voxGates. It provides every logged-in user with a real-time overview of activity on the phone system. The voxPanel is available in different versions:

The Basic Version Allows you to monitor ongoing activities from any extension. This standard version is designed to be compact for occasional use.

The Enhanced Version can be used as a virtual phone and also allows you to control individual extensions. This version features programmable shortcut keys (Quick Access Buttons).

The Operator Version was developed specifically to enable operators to fully control a telephone system, for example, in a call center.

Languages

Here you can manage General Announcements and Music on Hold for waiting queues.

System Records (Announcements)

All announcements you need anywhere in the system are recorded here:

Add a system record:

Field Name	Field Description
Name	Give the announcement a logical name
Group	Assignment to an Existing Caller Group
save	Saves the system record
Musical note symbol	Displays the option at the bottom to upload or record the announcements in 4 different languages. German and English always appear together when the announcement was recorded in German. More important Note SR: It's best to label all your system records with the note symbol in German (and in other languages as well).
Record	Enter the phone number of the line on which you would like to record the greeting.
Call icon	Start recording More important Note Recording: After the beep, record your message. Then wait until the system tells you to press 9 to save. Now press 9 and wait until the system hangs up on its own. Please do not hang up before then!

The next time you refresh the page, you'll see the Language Flags at the top of full of color . If you click the Musical note symbol Click here to listen to the message and check it.

Music on Hold (Music While You Wait)

Music on Hold is used to define the hold music:

Create a "Music on Hold" group:

System

In the System menu, you can configure the system parameters for the network, ISDN hardware, backup, licenses, and voice recording, and trigger a reboot.

Important Note: System Parameters: Please note that these settings should only be adjusted after an administrator has completed training!

The exact parameters are not explained in detail here, as it is assumed that they are self-explanatory to those with the appropriate network knowledge.

Network

In this section, you set the IP address the voxGate. The gateway and DNS addresses are required for the system to function properly:

Hardware

In the hardware settings, you can check whether the ISDN connections are active (green) or not (red):

Hardware Settings:

Field Name	Field Description
National Prefix, International Prefix	Leave the settings as they are
Receive Gain, Transmit Gain	If your calls over ISDN are too quiet or too loud, you can use this to increase or decrease the volume. Recommended conversation volume: The values should always be set to the same value.

Configuring ISDN:

Under "Edit ISDN" (pencil icon), you can configure trunk groups, echo cancellation, and the language.

Important Note on ISDN Configuration: Please do not change the parameters unless you have the necessary knowledge!

Provisioning

Provisioning is used to send settings from the phone system to the phone. This reduces the configuration effort, since the settings only need to be configured on the system rather than on each individual phone.

Backup

Backup is a very important module. Here, you can back up your entire phone system so that, for example, you can restore the system to a working configuration after a misconfiguration.

You have the option to back up locally or on a server to secure:

FTP Backup

Here you can configure the FTP backup. The backup file is not saved to the local hard drive, but is instead stored on a server via FTP (File Transfer Protocol).

Backup Settings:

Field Name	Field Description
Upload Backup	Upload files from previous backups
Back Up via FTP Now	Performing quick backups. Naturally, a prerequisite is aCorrect FTP configuration
Configure FTP Backup.	Configure Backup Settings
FTP Configuration	More important Note FTP Backups: This configuration is absolutely essential for FTP.
FTP Connection Test	Test the FTP configuration

Local Backup

To set up a regular, automatic backup, set the

Repetition Factor and the Maximum Number of Backups:

Recommendation: Instant Backup: We recommend that you perform an immediate backup before making any planned changes.

If you have a Previous System Restore If you need one, you can create a backup using the recurring Arrow icon Restore. Use the down arrow to download the desired backup to your PC. You can restore it using the upload feature. It must then be restored.

License

In this module, you will load the License Key high that you received from us.

You'll also see an overview of the modules you've purchased, your license, and voxPanel.

VoiceRecord

In this module, you will listen to the Voice Recordings (e.g., from a queue) or download them to your PC.

Sendmail

Here, define how and through which server voxGate sends emails.

Field Name	Field Description
SMTP Server	Enter the email server (SMTP) here
Username & Password	Enter a username and the corresponding password to log in to the SMTP server.
From Address	Specify here the sender address from which emails should be sent
By Name	Specify here what name should be displayed to the email recipient.

Reboot

Here you can reboot your voxGate. To reboot the voxGate, you must Valid extension with admin privileges and a valid password Enter.

Provisioning

In this module, you can Snom and Aastra Phones program. For Snom phones, you can select the firmware to use. You can also manage a central phone book here.

Important Note: Settings: The settings will be applied to all Snom or Aastra phones!

Select the item you want to edit here to adjust the settings:

Aastra

If you use Aastra phones, you can configure all settings here. These settings will be applied to all Aastra phones.

Snom

If you are using Snoms with firmware version 7.3.30 or earlier, you can configure the Snom File under «SNOM.».

If your Snom is running firmware version 8 or higher, you can edit «SnomXML.» The available settings are displayed directly there, and you can reset the values to their defaults.

Snom Firmware

Under «Snom Firmware,» you can manage the firmware versions of your Snom phones. First, download the desired firmware for the models you are using. You can then activate the firmware. All phones will automatically install the selected firmware as soon as they are restarted.

Phone Book

Here you can manage your phone book. Simply enter the username, number, and location of the person you want to add to the directory. The phone book is automatically updated on all Snom and Aastra devices.

LDAP/TFTP

LDAP Binding

Here you can specify an external LDAP server. When an incoming call is received, voxGate searches the LDAP server for a matching number. If an entry is found, the corresponding entry is displayed on the phone screen.

TFTP Server

The voxGate has a TFTP server where you can upload, download, and delete any files. For example, you can upload backups of the phone settings so they won't be lost in the event of a malfunction.

Update

Select here whether to enable or disable updates. To install an update, you need an extension with administrator permissions. New updates are displayed in the list below.

Route

This is the menu for all Trunks (wires), which Routing Sequences, Outbound and Inbound Routes to configure. Here you can also see which Function codes active are.

Trunk (Line)

In telecommunications, "Trunk 1" (T1, T-1, or DS1) refers to the first multiplex level of the U.S. telephone system, with a data rate of 1, 544 Mbit/s or 24 ISDN data channels, each with a rate of 64 kbit/s. Both voice and data traffic can be transmitted over the individual data channels. The specification was adopted around 1968 and is also used in Canada and Japan. A complete T1 connection can be leased as a dedicated line (leased line) and was often used to connect businesses to the Internet via an Internet Service Provider (ISP).

To configure new trunks, first select the type of trunk you need. You can configure five types of trunks:

n SIP trunk

n IAX2 Trunk

n ISDN trunk

n ENUM Trunk

n GTALK Trunk

You need ISDN to configure the ISDN trunks provided by the ISDN card. Here, you define a group for each ISDN connection. This allows you to select multiple channels later in the trunk sequences and, for example, assign the correct connection to each subscriber for a customer with multiple NTs and MSNs.

Example: The customer has two MSN ISDN lines. He has three numbers on each line. Now he wants each employee to identify themselves to outside callers using their own number.

Now configure a trunk for each ISDN line (Group 1 and Group 2). After that, you can assign the correct line to each user in the user trunks.

SIP Trunk Settings / IAX2 Trunk Settings

For a VoIP trunk using IAX2, you need the exact parameters for the trunk. Below is the Settings for the Winet connection specified.

SIP Trunk	IAX2 as a Networking Protocol
User Context: Outgoing	sipbilling	556677
		type=friend
Peer Out	username=0041xxxxxxxxx fromdomain=77.59.196.xxx type=friendinsecure=very secret=yyyyyy qualify=yes context=sip-intern host=server.provider.xy disallow=all allow=alaw,ulaw,gsmlanguage=de	secret=413909 qualify=yes notransfer=yes host=dynamic disallow=allcontext=iax-internal
		allow=alaw
User Context: Incoming	((blank))	((blank))
Peer In	((blank))	((blank))
Registration	0041xxxxxxxxx@server.provider.xy	((blank))

ISDN Trunk Settings

To set up an ISDN trunk, go to "Add ISDN Trunk":

Trunk Settings:

Field Name	Field Description
Name	Logical name for the trunk
Max. Callers	Max. channels (usually 2)
Standard CID	If you need a standard CID, enter a CID trunk
	You do not need to fill in the remaining fields
ISDN Group	Here, you specify the group port (the physical connection of the ISDN card)
Save	Saves the entries

Trunk Sequence

Go to «Add a Trunk Sequence», give the sequence a name, and save it.

The new sequence will now appear in the list at the top. Click the tree icon to edit the sequence.

Add the trunks you want to include in the sequence below. Use the arrows to change the order.

In this example, the system dials via ISDN as soon as the VoIP connection is unavailable (fallback)!

Outbound Route

Add a new outbound route:

Configuring Outbound Routes:

Field Name	Field Description
Name	Logical name for the route
Password	Enter a password if you want the user to be required to enter it when selecting this route. Alternatively: Use PIN Set
Sequence	Assign the route to a sequence
Save	Saves the entries

The routes must then appear in the correct order. If voxGate finds a value in the rules (from top to bottom), it responds to it. For the route to take effect, you must now define the conditions:

Field Name	Field Description
Pattern	Enter the sequence of digits that must be dialed to activate the route. The following parameters can be used:0 through 9: digits between 0 and 9; X: any digit between 0 and 9; Z: any digit between 1 and 9; N: any digit between 2 and 9; *: any other numbers consisting of an unlimited sequence of digits
Prefix	When a pattern becomes active, a prefix can be selected
Strip	If the number of digits in both dialing sequences

Example:

You want all calls starting with 9 and going to a cell phone to be routed to Sunrise via the preselection code:

Pattern: 907N* Prefix: 10707 Strip: 1

You want to intercept all service numbers and emergency numbers and route them using a differentiated sequence:

Multiple patterns: 1XX; 1XXX; 084*; 080*; 090* Prefix: empty Strip: 0 (Must be zero!)

Your branch has the number prefix 07155563xx, where xx is the respective internal number.Now you want all your employees to be able to reach the branch using a 3-digit number. It is important that there are no three-digit internal numbers in the system that start with 3:

Pattern: 3XX Prefix: 0715556 Strip: 0

Now, all calls should go through a sequence:

Pattern: * Prefix: empty Strip: 0

Inbound Routes

With the inbound route, you can define where and how all incoming calls should be handled. Add a new inbound route:

Configuring Inbound Routes:

Field Name	Field Description
Name	Logical name for the inbound route
DID	Defining the destination number. You can also differentiate between routes based on the caller's number (skill-based routing).
Header	Controlling the SIP headers (e.g., a different ringtone)
Prefix	Specifies a name on the target device, for example
Fax	Important Note: Fax: Always set it to NO!
Drop target	Where should the call go? All modules are possible here

More important Note Direct numbers: With DID, users' direct numbers are defined under Users / Trunks. No additional inbound route is required for this!

Example:

All calls to the number 0565556638 made by the caller 0445559968 should be routed to a voicemail message labeled «No connection»:

DID: 0565556638 CID: 0445559968 Rejection: IVR bandout

Function Code

The function codes show you all *- Code Functions on. We recommend Leave the settings at their default values. Of course, you can adjust them as you wish.

PIN Sets

You can set up groups on your voxGate Pinset so that specific extensions, for example, can only call certain numbers after entering the required PIN.

Fax

ISDN Fax

If your voxGate has an ISDN card, you can now send faxes through it.

Field Name	Field Description
Recipient	Enter the fax number you want to send to here
Sender	Enter the sender number here
Identification	Enter the phone number here that you want to appear on the fax.
Header	Enter the name you want to appear on the fax here.
PDF file	Select the PDF file here that you want to send by fax.

FaxBox

In the FaxBox module, you can add FaxBoxes from the myWinet portal to your voxGate so you can send faxes directly through it.

First, choose whether you want to send the fax to one or more recipients, and then click either „Send a Single Fax“ or „Send Multiple Faxes.“.

The recipient file can be a TXT file in which the recipients must be separated by “Enter.“ It is also possible to upload the recipients using a CSV file, in which the individual numbers must be separated by semicolons (;).

Next, all you have to do is upload the PDF file you want to send before clicking “Save“ to send it.

Day/Night Mode

In the day/night mode, you can set up call forwarding to any destination (IVR, ring groups, etc.).

With a Snom phone, you can configure a button so that a light comes on as soon as call forwarding is activated.

To do this, go to the web interface of your Snom phone and click on

„Function Keys.“ Enter the correct type (BLF) for the desired key here, and enter the extension for the day/night mode in the number field.

After you save, the line will look a little different:

If you press the configured button now, you'll hear a short voice prompt, after which you can turn call forwarding on or off. When this feature is active, the busy light panel will light up.

Enable and Disable Day/Night Mode

When you press the button, you will be told whether the day/night mode is currently active. You will hear one of the following messages: «activated» / «deactivated.».

Global voicemail

You have the option to set up a global voicemail. This allows you to use a voicemail that is not tied to a specific user. For example, you can use this when someone calls the main number and no one answers the call. You can enter an email address that multiple people have access to, e.g.,. backoffice@winet.ch.

Block Phone Numbers

Under Route -> Block Number, you can block phone numbers. These blocks can be set up for incoming and outgoing calls, or for both directions. To block a number, first go to «Block New Number» and enter the number you want to block. You can forward blocked numbers, for example, to a Playfile, where a message will play stating that the number is blocked.

Admin

User Rights

Under "Admin," you can set up user permissions for individual extensions or create groups.

For each group or user, configure which settings the respective users are allowed to access and which settings should not be displayed.

Important Lists and Data

Auto-provisioning path for the phones

To ensure that automatic configuration (Plug’n’Play) works for our three main phone brands—snom, Polycom, and Aastra—you must first specify the path where the phone can download the configuration.

Important Note on Configuration Paths: The paths for the configuration are as follows:

n for snom: http://IPdervoxGate/provisioning/snom.php?mac={mac}

n for Aastra: IPdervoxGate/provisioning/aastra/

n for Polycom: IPdervoxGate/polycom

Setup for snom Devices

n Open your phone using a web browser. To find the phone's IP address, press the «?» key.»

n On the snom 300, you can access the information by pressing the silver navigation button

Press the down arrow 11 times, then confirm with the «OK» button

n On the snom 320, after the «?», you must also press the left display button under «IPAdr»

n Now click in the snom menu left Click «Advanced/Advanced Settings»

n Select the tab «Update» from:

n Enter the path for the configuration:

n http://IPdervoxGate/provisioning/snom.php?mac={mac}

n under «Setting URL» and select "Update Policy" «Update automatically» from:

n Save by clicking «Save» and start the device with «Reboot» new.

Winet Network Solutions AG, Täfernstrasse 31

CH-5405 Baden-Dättwil

Technical Questions Administrative Questions Phone / Fax

support@winet.ch backoffice@winet.ch

+41 450 470 46 26 / 27

Support for Business Customers Support for Residential Customers (CHF 2.50/min.)

+41 44 563 39 39

0900 66 39 32

Setup for Aastra

n Open your phone in a web browser. To find the phone's IP address, press the «Settings» button.»

n Go to the Administrator menu by pressing «5» and enter the admin password «22222» Press and hold the right arrow key

n Now press «2» and «2» again» to display the IP address

n To exit the menu, press the Cancel button

n In the Aastra Main Menu (right) Click on «Configuration Server»

n Select «HTTP» as the server:

n Enter the voxGate IP address under «HTTP Server» one:

n (just the IP address!) IPdervoxGate/provisioning/aastra/

n Enter the path (as described in Chapter 5.1) under «HTTP Path» one:

n Click «Save Settings» and Restart the device

Setup for Polycom

You can set up the Polycom directly on the device using the menu:

The default password is 456 / The IP address: IPdervoxGate/polycom

must be adjusted to match the IP address of your voxGate. Press "Exit" to leave the menu. Follow the images to access the menu (from left to right). Use the arrow keys and the 4 buttons below the display to navigate.

For "Server Type," press «Edit»  and select «HTTP» . In the Server Address field, enter the link for Polycom. Now exit by clicking «Exit» the menus and Restart the device.

Applying Feature Codes

 

Feature Codes Settings:

Field Name	Field Description
Register Phone Number	Registering Phones (Plug-and-Play phones only) *79 Extension Call Initiation (*79220->OK)
Phone: Log Out	Unregistering Plug'n'Play phones. Dial *30 to initiate a call.(*30->OK)
Call Waiting	Turn Call Waiting On/Off (*13->OK, 1 to change the lines; enter the desired number of lines)
Restart Phone	Reboot the phone. Only for Plug-and-Play devices.
Log In/Out as an Agent	Agents log in by entering *55queue number -> OK. To log out, enter *55queue number (*55321->OK)
Voice Recording	Enables recording on the respective phone when this feature code is dialed. To disable, dial *47 again.
Day/Night Mode	Enables/Disables Day/Night Mode
Making Anonymous Calls	Caller ID suppression for a call. For example:. *990564704626

WinCTI

Product Overview

The following products are available to you:

n Winet CTI Client Professional:

CTI Software for dialing from a PC. Client software for inbound and outbound call management. Full Outlook integration and full connectivity to databases via ODBC and other interfaces

n Winet CTI Client Standard:

CTI Software for dialing from a PC. Client software for inbound and outbound telephony management. Full Outlook integration.

n Winet TAPI for voxGate:

TAPI Driver License for the snom TAPI Interface (e.g., TwixTel) and Outlook (dialing from Outlook only)

Our sales team will be happy to provide you with information about the individual product features. In this chapter, we’ll focus specifically on the Winet CTI Client (Professional).

Purchasing Licenses & Installation

To install the CTI Client, download the software from http://www.winet.ch/Produkte/winCTI/ Download. This version is for 30 Days Without a License You can use it with all features enabled. After that, you can order a license from us.

Run the setup by clicking the Double-click the setup.exe file:

Install the client for one or all users

If you have already purchased a license, enter the license:

Select the desired options. The «CTI Client TAPI Connector» You'll definitely need it. If a «Telephony Add-In for Outlook» If desired, select this option as well:

The «ActiveX Telephony Component» You only need to select this if you

custom applications Use it via ActiveX.

Now select the Desired program shortcuts. The CTI Client will then display a green icon in the system tray:

Once the installation is complete, the first thing that appears is the Configuration window. You can access the configuration at any time at «Options» reopen:

Click on «Phone Configuration,», to configure the client and link it to voxGate.

Click on «Add TAPI Device,», to create a New TAPI line To configure:

Under "VoIP," select your phone type, and then click «Device Configuration». Example: snom. First, «snom Phones» after that «snom Line 1» and finally «Device Configuration».

Now enter the Your phone's IP address . If the phone's web interface is blocked by a Password is protected, check the box next to Authentication so you can enter your login information. Finally, click on Test checked the functionality.

Phone Settings:

Field Name	Field Description
IP address or DNS name	Enter the IP address or the name of the phone system
Authentication	You'll only need this if you've set a passcode on your phone.
Test	To test the connection, click «Test.» Click OK to save.

After connecting the phone to your computer, you can now go to the tab «Promotion URL» Set the status to "Active" by clicking «Start» Click. This will also notify you on your computer when you receive an incoming call. You will then be prompted to automatically open the necessary ports in your firewall so that notifications work properly. We recommend accepting this prompt.

In the Setup menu, click the option «Election Preferences»

Enter the Location Information one:

Then switch to the tab «Phone System»:

 

Selection settings:

Field Name	Field Description
Phone System	Check the box
Office Code	Leave the «Office Code» field unchecked if you do not need to prefix the number with "0" (this is the default).
Maximum length of internal numbers	Now specify the maximum number of digits for internal numbers
OK	Click OK and confirm the configuration in the setup menu by clicking OK again.The client is now set up.

The BLF Function (Busy Light Panel)

To configure the BLF function, click on an empty BLF field; select

«Edit»:

Settings:

Field Name	Field Description
Key Name	Abbreviation commonly used in your company
Phone number	Now enter the Desired extension . Click OK.
OK	Click OK and confirm the configuration in the setup menu by clicking OK again. The client is now set up.

Then right-click to select the BLF again and choose «Link TAPI Device»

Now you need to configure additional voxGate lines, as described above. After that, you can select the device.

Repeat this process for all desired BLF LEDs.

Outlook Integration

Click on «New» and follow the path as shown:

Click on «Finish»

Client Features

You can now use the client. The LEDs always show you who is busy. In the lower window, you'll see your own journal.

To Additional Features To use it, use the «Self-Help» program.

Support

Winet's Contact Information

In the event of a malfunction with your phone system, you can find information on our website staging.winet.ch/ under http://www.winet.ch/Support/ the information you need to contact us as soon as possible.

Ticketing System

All support requests are recorded as electronic tickets in Winet's support system. As a customer, this allows you to check the status of your support request 24/7. You have access to a complete history of your requests to Winet.

Create tickets in the ticketing system

To resolve your support request promptly, our support team needs as much information as possible:

n Indicate whether the reported malfunctions affect only one device, several devices, or all devices.

n Describe the malfunctions in detail

n Formulate requests that include all the important details

You can submit your support request via email to support@winet.ch send or submit a support request via the Winet support page http://support.winet.ch/otrs/customer.pl Register. In any case, you will automatically receive an email with your ticket number.

If you have any additional information regarding the support case, please enter it directly into the ticketing system. We ask that you enter this information in the ticketing system, as otherwise you would create another automatic ticket.

Log in to the ticketing system

Under http://support.winet.ch/otrs/customer.pl You can log in using your customer number and password. Before you can log in for the first time, you must click „Forgot your password?“ so we can send you a new password. Enter your customer number in the field and finish by clicking

„Submit.“.

You will receive the password by email as soon as the confirmation link is activated.

You will now see a list of all existing tickets and their statuses associated with your email address. You have the option to view all open and closed tickets.

Edit Tickets

To edit a ticket—for example, to add more details—click the link shown in the subject line or the ticket number.

You can now enter additional information in the message field or attach files in the following formats: doc, pdf, jpg, bmp, xls, gif, zip, csv, txt, png.

The additions will now be displayed when the ticket is reopened:

Winet Support is now handling the support request that was submitted. Questions and answers are visible in the ticket. At the same time, you’ll receive an email whenever there’s an update to the ticket, so you’ll always be up to date.

Reopen Closed Tickets

You can reopen tickets that have already been closed at any time. Reopen the closed ticket by clicking the link in the ticket number or subject line. Once you've entered a message and submitted it, the ticket will be reopened.

Creating a New Ticket Manually

When you access the ticket system, you can also create a ticket by clicking the «New Ticket» button.

Two fields are already filled in by default. Required fields are marked with an „*“. Please note that the priority field is based on a clear definition. In an emergency, we always recommend calling us.

Classification Levels

Classification Level	Meaning
5 Very High (Emergency)	The system is down, and the customer can no longer maintain normal operations. An immediate solution is needed to resolve the situation (damage control). First and foremost, a temporary solution—such as a replacement—must be implemented to reduce the status to Level 2–4 as quickly as possible.
4 high (critical)	The system is so severely affected that the customer can only continue normal operations to a limited extent. A quick solution is needed to resolve the issue.
3 normal	The system has very few limitations, so the customer does not face any significant restrictions (e.g., a phone does not work).
2 low	No impact on business operations. The system is running smoothly. The customer would like to see optimizations and adjustments.

General Information About Support

Winet Support is a paid service and is billed in 15-minute increments. Our hourly rate is CHF 179 during normal business hours. A higher rate applies outside of business hours.

Support Approaches

On-call time	Day	Time	Hourly Rate	Excluding
Normal On-Call Time	Mon–Fri	8:00 a.m. – 6:00 p.m.		Saturdays, Sundays, and public holidays
Extended Availability Time	Mon–Fri	6:00 p.m. – 8:00 p.m.	+ 25%	Saturdays, Sundays, and public holidays
Saturday Included	Mon–Sat	8:00 p.m. – 12:80 a.m.	+ 50%	Sundays and public holidays
Sundays and Holidays			+ 100%

We generally recommend contacting support via a Service Level Agreements (SLA) to cover. Winet offers SLAs at various levels for this purpose. If you are interested, please contact our sales department.

Do you have any questions about our ticketing system? We're always happy to help.

Your Winet Team

Winet Network Solutions AG, Täfernstrasse 31

CH-5405 Baden-Dättwil

Technical Questions Administrative Questions Phone / Fax

support@winet.ch backoffice@winet.ch

+41 450 470 46 26 / 27

Support for Business Customers Support for Residential Customers (CHF 2.50/min.)