Introduction
This guide explains how to configure your voxGate or hostedPBX. To ensure a smooth setup, we recommend that you first gather all the necessary information and then follow this guide.
Preparations
Proper preparation will make setting up your phone system much easier. That’s why we recommend clarifying the following points with your employees in advance. Once you have the information listed below, you can begin configuring the phone system.
Create a Numbering Plan/User List
Each user on the phone system has their own internal extension number, which must be at least two digits long and may not begin with a 0.
If you use three-digit internal numbers, we recommend starting with 200 to avoid conflicts with emergency numbers (112, 117, 118, 144). This will give you flexibility if you want to expand your system later.
When assigning passwords, be sure to follow the security requirements: at least 8 characters long
at least one uppercase and one lowercase letter, and at least one number
| 201 | 044 XXX XX 01 | 044 XXX XX 00 | Max Muster | Snom 720 | SUP, HRN |
| 202 | 044 XXX XX 02 | 044 XXX XX 00 | Fritz Muster | Gigaset C510 | HRN |
| 203 | 044 XXX XX 03 | 044 XXX XX 00 | Leo Mustermann | Yealink TG-46 | SUP |
| 204 | 044 XXX XX 04 | 044 XXX XX 00 | |||
| 205 | 044 XXX XX 05 | 044 XXX XX 00 | |||
| 206 | 044 XXX XX 06 | 044 XXX XX 00 | |||
| 207 | 044 XXX XX 07 | 044 XXX XX 00 | |||
| 208 | 044 XXX XX 08 | 044 XXX XX 00 | |||
| 209 | 044 XXX XX 09 | 044 XXX XX 00 | |||
| 210 | 044 XXX XX 10 | 044 XXX XX 00 | |||
| 211 | 044 XXX XX 11 | 044 XXX XX 00 |
Create a Flowchart
With a flowchart, even someone with no technical background can map out the desired sequence of a phone call. Such a chart makes setting up the phone system much easier.
yellow = voxManager menu item
Register Participants
The first step is to add the participants to the phone system. To do this, simply go to «Users» and then click "Add User.".
We recommend that you start by creating only the individual users; you can configure each user's detailed settings later.
Three fields are required here:
Extension: internal phone number
Password: Required for logging in and registering phones. Name: Name for the extension
Don't forget to save the registered users at the very bottom of the page!
Announcement Scripts
Record/Upload an Announcement
To record a message for the phone, you must first create a system recording. You can find this under System/Sound Files/System Recordings.
Once you've created a system record, you can manage it. You can either upload a file by clicking «Select File» under «Upload,» or record a new announcement. To do this, enter your extension under “Record” to then receive a call from the system.
Now you can record and listen to the message on the phone. If you're satisfied with it, you can save it by pressing the «9» key. To save it permanently, it’s important to click «Save» at the bottom of the system again.
Enter Ring Groups
Ring groups are used to ensure that multiple phones ring simultaneously when a call comes in. These groups are created under "System/Ring Group.".
Each group has its own internal extension number, so when assigning numbers, make sure to leave enough space between the users' internal extension numbers and the groups. This will help avoid complications later on when adding new users.
If you create different groups with the same participants, we recommend setting a CID prefix. This prefix is automatically added to the phone number when someone calls this group. In the example below, an incoming call would display HRN>0564704626. This way, you’ll know which number the caller dialed even before answering the call.
Important: Make sure to set a sufficiently long timeout for the group. As soon as the timeout is reached, the caller will be disconnected. If no disconnection is specified, the call will be terminated!
Involve users
To add a user to a group, first click the user icon:
Now you can simply move the desired users to the right side and save the configuration. External numbers (cell phones, etc.) can be added in a separate tab.
Calendar
To forward incoming calls to other destinations at specific times, use the "Time Conditions" feature, which can be found under "System/Time Conditions.".
First, create a calendar and specify what should happen to the call if no times are defined. Often, the call is routed to an answering machine (voicemail) in this case.
You can edit the scheduling settings for call forwarding by clicking on them or on an empty area. Use the repeat function so you only have to set the regular business hours once.
Define Phone Number Assignment (Inbound Routes)
Now that the basic framework of the system has been configured, the phone numbers need to be assigned. Once the numbers have been entered, the system will be accessible from outside.
Three points are needed here:
Name
DID (phone number to be reachable for incoming calls, in national format) Destination (routing based on: time conditions/ring group)
Detailed Settings for Participants
Finally, you can configure the detailed settings for each participant. Since all users already exist, you now have the option to apply the settings to all of them at once. To do this, click the «Apply Settings to Others» button. Then select the options you want to adjust for multiple participants.
Internal/External Participants
internal
Depending on the system, you may be able to connect your phones directly to your system via LAN; in this case, the «Network Address Translation (NAT)» option must be disabled.
For internal devices, you can use the Plug’n’Play option, which makes setup easy.
external
If participants are logging in from an external network, the NAT option must be enabled to allow registration. This is the case, for example, with all hosted PBXs.
Set Up Direct Dialing/Caller ID
You can display a separate phone number for each individual user and define direct dial numbers. To do this, go to «Trunks» for the user. Enter the number to be displayed in the CID field. The DID field is for direct dialing. No inbound routes are required for these direct dials!
Drops
You can treat dropped calls differently for internal and external callers. To do this, go to "Ext. Settings" under "User.".
In the example below, internal calls are not forwarded. If someone calls the user’s direct extension and the call is not answered within 20 seconds, the caller is routed to the «Main Number» ring group. If the user is busy, the call is routed to voicemail.
Set Up CID Prefixes
CID prefixes are a useful tool for identifying incoming calls. A prefix allows you to identify the caller before answering the call.
In detail
In the example below, a call from «056 470 46 26» would appear on the phone’s display as «HRN>0564704626.» This way, you know right away that the caller dialed via the main number.
Prefixes can be configured under "Route/Inbound" for the respective inbound routes.
Based on
You have the option to display specific phone numbers—using area codes that you define. This is a particularly useful feature for call centers, as the person receiving the call sees a local number from the surrounding area.
Global
Under "Route/Area Code CID," you can enter the country and regional area codes for the areas where you have phone numbers. For the “Current Country Code,” enter the country code for the country where the phone system is used.
User
Once the area codes have been entered under "Route," you can define additional settings for each user individually. If the feature is enabled for a user, you can enter the phone numbers to be displayed in international format. The system will then automatically display the entered number when a call is made to such an area code region.
Music on Hold
You have the option to customize your on-hold music however you like. You can choose a
.Upload an .mp3 file to the system, which will then play while a caller is on hold. Alternatively, you can also add an online radio stream.
You can find the Music on Hold settings under System/Sound Files/Music on Hold.
Upload Files
To upload an .mp3 file, select the desired file using «Select File.» Then click "Save" and wait until the file has been uploaded.
Legal Information
Please note that you are not automatically permitted to play just any song on your phone system. Depending on the track, fees may apply through SUISA for this. For more detailed information on this topic, it’s best to contact SUISA directly:
From the link above, select "Background Music / Music on Hold.".
Add an online radio station
To add an online radio station, enter the station's link in the "IP Address" field. To keep track of the different radio stations, you can name the link.
Include Files/Radio
Once the desired files or music radio stations have been added to the system, they still need to be integrated so they can be played.
The easiest way to do this is to edit the "Default" group so you don't have to make any adjustments in the user settings. To do this, click the music icon in the "Default" group. Now add the music or online radio to the group by clicking the "+" button.
Create an IVR
To create a phone menu with various options, use the IVR (Interactive Voice Response) module. You can find it under System/IVR.
Once you've created an IVR, click the «Manage Actions» icon:.
Create Submenus
To create submenus, click the «+» icon on the left side. Give the menu a name at step two in the screenshot below. Then save it at step three.
Manage Promotions
Once an IVR has been created, you must then configure what should happen with the call. Below is an example of a menu option that allows callers to choose between different departments.
Once the structure has been configured, you still need to define the additional submenu items. To do this, click the «+» icon on the left side.
Legend
playfile Plays a sound file
playfile_key Plays a sound file and waits for a numeric input playfile_string Plays a soundfile and waits for a multi-digit input rec_file Records the conversation
destination: Definition of a drop target
goto_ivr Transfer to another IVR/submenu get_key waits for a digit to be entered get_string waits for a multi-digit entry
loop Repeats the entire sequence
Backup
To back up the system's current configuration, we recommend that you create a backup regularly. To do so, simply go to System/Backup.
We recommend that you create a backup before making any planned changes. If you need to restore the system to a previous state, you can restore a backup by clicking the arrow icon. Use the down arrow to download the desired backup to your PC.If your backup takes a long time, you also have the option to save only the system settings (without call recordings, system announcements, and voicemail files).
Local Backup
By default, a local backup of the system is set up. With these backups, you can restore your system to a previous, functioning state if you made a mistake during configuration. For security reasons, we recommend backing up the local backup to a computer so that, in the event of a system failure, the settings can be transferred to another system.
FTP Backup
You also have the option to save a backup directly to an external FTP server. To do this, enter the required user credentials and the server address under "FTP Configuration." To verify the configuration, there is an FTP connection test below. This will tell you whether the system can save the backup to the specified path.
Provisioning Wizard
The Provisioning Wizard helps you set up the phones and users on your phone system. With this tool, you can preconfigure the phones without having to remove them from their original packaging.
You can find the wizard under Wizard/Configuration:
Using the Wizard
Start the wizard by clicking the «Configuration Wizard >>» button. You will then see an overview of the users currently set up in your phone system.
Entering MAC Addresses
If all users have already been added, you can enter the MAC addresses of the phones for each user in the list.
You can find the MAC addresses on the packaging or on the back of your phone.
Once the MAC addresses have been entered, you can define the settings for the phone by clicking "N/A" under "Configuration.".
In the configuration, select the manufacturer of your phones. Then select the model, firmware version, and configuration group. Finally, enter your myWinet customer number in the corresponding field.
Once this has been saved, the phones and users are already fully set up. As soon as you connect a phone with the corresponding MAC address to an Internet connection, the appropriate configuration is automatically loaded. Just plug it in and start making calls!
Support Winet Voicetec Solutions AG
For support inquiries or technical assistance, our VoIP engineers are happy to assist you during our business hours.
Service Period
Proactive, staffed operational support is available during business hours (AZ) on business days from Monday through Friday (excluding holidays) from 8:00 a.m. to 12:00 p.m. and from 1:30 p.m. to 5:00 p.m. During other times (OT), the optional on-call service is available.
Coordinates
You can contact our Customer Service as follows:
- Email customer.service@winet.ch (to open a ticket)
- Residential Customers 0900 66 3932 (CHF 2.50/min)
- Business Customers +41 56 520 20 00