Extensions
Extensions can be of local or remote types.






Local Extensions
Local extensions are all extensions located/registered on the same network as the server. These extensions can be:





Remote Extensions
Remote extensions are all extensions located/registered from outside the network where the system is operating. Currently the IP phones and Soft phones are supported as remote extensions.

Remote extensions share the same features and functionalities as local extensions. Please refer to "local extensions".

This is a given number of industry standard PSTN/VoIP trunks fully supported by the specified edition. PBXware supports:

• T1/E1 PRI
• BRI ISDN
• POTS Analog
• VoIP (SIP, IAX)

Usually there are no limits on the number of incoming/outgoing lines per server except for performance and physical limitations of the hardware.

IVR (Interactive Voice Response) auto attendants greet callers with pre-recorded messages offering menus of touch-tone choices and connects the callers to one of the following:

• Auto attendant
• User/Extension
• Directory
• Queue
• Voicemail
• Conference
• Remote Access
• Fax to Email

PBXware supports standard (0-9), multi digit (0-99) and PIN based IVR types.

Other features include:

• Operation times set by day or date
  This allows all incoming calls to be sent to specific extensions, operator or voicemail depending on the time of the day or date.
• Direct dialing of user extensions (this feature can be set to on or off)
  This allows callers to dial extensions directly.
• Ringing options
  Once a caller has made a choice it can hear:
  ringing, music on hold or silence
• Rings to answer
  How many rings before IVR answers
• Account access only
  Allows caller to enter account number in order to proceed further. If the caller does not enter a valid account number, the caller is then given the opportunity to be connected to an extension.
• Status can be set to on or off
  IVR normally operates in "on" status. However, sometimes it may be necessary to send all calls to an operator. This is achieved by switching "off" the IVR.
• Custom greetings upload
  Custom greetings can be uploaded to the server using a web browser.
• Operator extension
  If IVR is switched off, this is an extension that will receive all calls.

Conferencing allows callers/participants to talk to each other as if they were in the same room. Participants can be located locally or in another remote location. A remote location could be just around the corner or anywhere in the world with adequate Internet, another kind of IP connection, or PSTN. All that is required is that each participant dial the conference access number. That number could be a local extension, PSTN, or VOIP number.

All incoming and/or outgoing calls made by any extension or call agent can be recorded by PBXware. All that is required is to set "Record Calls = Yes" in the user's settings.

Please note: Recording calls may be illegal in your state/country. Make sure you check your local governing law before using this feature.

Real time call monitoring allows authorized users to monitor and listen to calls of one or more users in real time. This feature is protected by access level permissions.

PBXware GUI is currently available in the following languages:

• English
• Spanish
• German
• French

Additional languages may be easily added. Please contact us for details.

PBXware can be set to use standard (simple) dial plan routing for SMB installations. This mode is usually set for local/long distance and international dialing with the option to add custom routes.

E164 routing, on the other hand, is needed for real time telephony billing. We include e164 worldwide database routing table in each PBXware installation with an easy to use update facility.

Define general conference permissions or just permissions per user.

Easily search and find any incoming or outgoing call.

Music on hold is the music that callers hear when they are put on hold by a user, in queues, auto-attendants, etc.

PBXware brings you an easy way to manage your music on hold content by just using your web browser! Create directories: SALES, CUSTOMER SUPPORT, BILLING etc. then upload the appropriate music content to each directory. Once uploaded, your music content is ready for use by all users, queues, auto-attendants, etc.

PBXware uses "store and forward" technology to handle faxes over IP networks. This involves receiving a fax and storing and forwarding it as an image file to another PBXware server.

More details are available at:

• Sample MS word document
• Full whitepaper PDF
  

PBXware allows an organization to use any compatible Jabber client for instant messaging. This feature allows the organization's employees to communicate in a unified method having their phone and chat numbers the same.

Each server is allocated its number code automatically by PBXware or it can be set by an authorized user to a custom value. This allows the creation of networks. PBXware has been tested and configured to allow users from different servers joined on the same network to call each other seamlessly, be that nationally or across the globe using servers’ numbering schemes.

This is achieved by making sure that your organization’s PBX numbering plan is unique. For example

• Server in London is allocated "207" code.
• Server in New York is allocated "212" code.
• London user (222) will be able to call user in New York user (333) by dialing "212 333".
• New York user (333) will be able to call London user (222) by dialing "207 222".
  
  Servers at each location will read the dialed digits and route the call appropriately, thus making dialing and use of the system easy for all users.
  From this example it is evident that all users are known on the network by server code + user extension number.

We have designed and configured a miniLCR (mini least cost routing) feature to allow you to have peace of mind when terminating your important calls and to allow you to save on your voice communications spending. This is achieved by assigning primary, secondary, and teritary trunks for each destination.

How it works:

1. You select your primary, secondary, and tertiary trunks for each destination based on your knowledge of reliability and pricing for each trunk.
2. Once a call is placed to any of the configured destinations, PBXware will try to place that call using the primary trunk.
3. If, for some reason, the primary trunk fails to terminate the call, PBXware will try to place that call using the secondary trunk.
4. Finally, if the secondary trunk has failed to terminate the call, the system will use the tertiary trunk.

Using this feature will allow you to use the most competitive trunk provided for any destination and at the same time will make sure your calls are properly terminated, minimizing the risk of calls not being completed.

Assign a number of extensions into a group. Any calls placed to that group will ring all extensions belonging to that group.

Allows users with compatible phones to have a directory shown on the phone display.

Software Our PBXware CD installation is compatible with standard PC (x86) hardware giving you easiest and fastest way to install your PBXware with step-by-step setup wizard. Visit our download page and get your PBXware CD software installation. • Download

Certified Appliances PBXware is also available with Bicom Systems Certified IP PBX Appliances as a fully working telephony system which is out of the box plug and talk ready. • officeBOX M1000 • officeBOX M2000 • miniRACK • maxiRACK • ftRACK • vSWITCH

SERVERware SERVERware is a next generation Cloud based communication solution allowing ITSPs and Enterprises to offer Hosted Cloud based IP PBX's in a redundant, flexible and scalable server or cluster network editions. • Click here for more info

The system, during its normal operation, produces extensive CDR (call detail records). These CDRs are available for exporting in CSV format.

Real-time telephony billing supporting inbound/outbound industry standards. Features include:

• Unlimited service plans with inclusive minutes
• Connection, minimum charge
• Grace periods
• Enhanced services and calling features packages per subscriber
• Calling destination permissions
  
• Subscribers balances administration
• Charge periods (per second, per minute, 6/6, 6/30, 30/30, 30/60)
• Support for master/slave subscribers
• Subscriber credit limit
• Email reminder balance
  

PBXware includes a number of wizards specifically designed to allow almost anyone to administer:

• Users
• Trunks
• Conferences
• ACD Queues
• IVR Auto Attendants

Administration is divided into standard and advanced mode options. 

Standard
Standard mode is designed to allow an easy 'no brainer' method of administration as the level of configuration knowledge needed is based on common fields of information (name, email address etc.). This is possible to achieve since PBXware uses a powerful template system which pre-configures all advanced options leaving only common information values to be entered. 

Advanced
Advanced mode options, on the other hand, require much more system knowledge in order to fine tune the system settings for various applications and usages. This manual provides detailed information for advanced options. However, administrators should bear in mind that extensive training and hands on experience is required in order to be able to administer advanced sections effectively. Here is a screenshoot.

 

System administrators are able to create groups and users permissions in order to delegate administration of the PBXware.

Each user can belong to a group giving this user specific privileges.

Administrator
Administrator creates administration users, groups and has access to all parts of the system

Site Admin:
Site Admin creates users, groups and has access to almost all parts of the system. One very important difference from administrator is that site admin has access only to ONE location/site.
Example:
Administrator has acccess to all servers belonging to the network: Eg. New York, London, Paris etc.
Site admins have access to their sites only Eg. Paris

Groups
Unlimited user groups can be set by administrator or site admin to have different privileges in order to perform different job functions. For example:

• Operator
• Supervisor
• Manager

PBXware software and operating system image have unlimited expandability by allowing an installation to move from smaller, less capable hardware to more powerful hardware. Just move the firmware to a new hardware, enter a new license, and the system will be much more capable.

A step by step system setup wizard guide allows an easy, quick setup of the system. All necessary system functions are covered in order to allow minimum setup time. It has been designed to allow anyone with common knowledge to enter the required information after which the system will be ready for normal operation.

We have configured and tested a number of devices for automatic provisioning or auto configuration to be used for users extensions.

Auto Configuration:
This is a special, mode of configuring end points where by our setup wizard searches for IP Phones, ATAs and other compatible device on your local network. It scans a complete range of IP addresses on your network as specified by you after which it presents a list of found devices. This gives you facility to enter extension name and number after which the system will auto configure all of those devices.

Auto Provisioning:
Legacy method of configuring devices by associating MAC address to a device which in tun downloads its configuration from included TFTP server. This method is supported by PBXware for many years now. Currently supported devices are listed here...

Insert a supported digital or analog PCI card into the server. Navigate the "Trunks". Click add a trunk, and the system will automatically detected all generic necessary values. Enter a trunk name, press save. The trunk is ready for use.

We have configured and tested a range of service providers templates for your convenience. These providers offer access to PSTN and/or VOIP networks at very affordable call rates. In order to set a trunk to one of these providers all you need to do is to obtain an account with the desired provider and add a trunk using the easy to follow wizard. Please see more details under "PSTN/VoIP Trunks"!

Choose one or more numbers to be dialed in order to allow the caller to reach that extension.

Group hunt rings a number of extensions at the same time allowing any of those extensions to answer the call.

Call forward allows users to forward incoming calls.

Unconditional:
All incoming calls will be forwarded to the chosen phone number.
Line Unavailable:
If the user's phone line is not available, all calls will be forwarded to the chosen phone number.
On Busy
If the user's phone line is busy, all incoming calls will be forwarded to the chosen phone number.
No Answer
If the user's phone line did not answer, all incoming calls will be forwarded to the chosen phone number.

Do Not Disturb. The user has the option to send all incoming calls to voicemail or to another phone number for a specific time (0-24 hours).

Caller ID
User can select to send or not to send caller ID while placing calls.

Last Caller
The user can find out the last number that dialed his or her line.

Call Park
While on a call, the user can park the call, move to another location, and then continue to talk to the caller from that new location.

During a conversation, the user with this service enabled can press the activation code (*159) to instantly record the current call.

This service enables the user to pick up ringing calls of the same call group.

This service filters and blocks all incoming calls based on a set of rules. For example, calls can be filtered based on whether they are anonymous, belong to specific caller or telemarketer.

This service allows messages to be transmitted to multiple phones by dialing '*399'.

The directory is used to enter all extensions that you want as contacts and when used with a Busy Line Field enabled phone, you can select which of those extensions will be monitored by your BLF buttons on the phone.

Speed Dial is used with the *130 Access Code. When you dial *130XX, where XX is a two digit Speed Dial Code, you will dial an extension asociated with that code.

This option works with pwmobile application in the following manner. When the application sends a request to the PBXware system via the Internet, the PBXware system will call the number matching the one in Web Callback list.

This service enables users to delete recorded calls via 'Self Care: CDR'. For example, with this option enabled, users may log into self care, navigate to 'CDR', select recorded message, and click on 'Advanced: Delete Recordings'.

This service enables users to listen to recorded calls via 'Self Care: CDR'. For example, with this option enabled, users may log into Self Care, navigate to 'CDR', select recorded message, and click on the 'Listen' button. The selected sound file will be downloaded to a local computer from where it can be played in your preferred audio player.

This service monitors active calls in real time. For example, extensions 1000 and 1001 are in conversation. Extension 1005 dials '*199 1000'. From that moment, active call and all other calls made by extension 1000 will be monitored by extension 1005, until 1005 hangs up.

Phone Callback is an option the lets you call the PBXware system, which will identify you by your callerID, hang up on the call, and then call you back on the number that is provided in this list.

This option enables you to enter the *500 Access Code followed by a non-delimited list of conference numbers that you want to listen to without participating. If you want to speak to one of the conferences, you may type ** and then one of the conference numbers that you are already listening to. Typing *0 will reset the situation so you will not be able to talk to any of the conferences again, unless you use ** access code.

Overhead paging is available on our officeBOX appliance, allowing users to dial an extension which in turn is a speaker system connected to audio jacks.

Paging/intercom supports one or more phones to automatically answer the calls using their speakers.

Remote Access allows mobile/cell users to call the system on one of the DIDs in order to be called back. Once the system rings back, user enter their extension/PIN. After successful authentication, users can dial any destination for which users normally have privileges.

This feature is intended for users travelling frequently or working remotely.

Caller: When the caller makes a call into the Personal IVR, they will be given the option to connect or to leave a voicemail. If connected, the caller will be asked "who is calling please?" After responding, the caller will hear ringing, or, if the caller has chosen the voicemail option, the call will go automatically to voicemail.


Callee: After the callee answers the call, they will hear the name of the person calling in, then the callee will be given choice to a) connect the call and start talking with the caller, b) call forward to another extension or phone number, or c) send the caller to the voicemail.

Users can enable/disable their extensions to be shown in directory.

Switch system level operation times ON/OFF by using the *401/*402 access codes.

Pause/Unpause call recordings for outgoing calls using the Pause/Unpause Access Code.

Under server properties, an authorized PBXware user can set system alarms:

1. Monitor interval (minutes) at which the PBXware server monitors itself for normal operation. In the event that it finds operation in a not normal state, it will restart the server immediately. Monitor interval is set to 4 minutes as default and can be set to different value.
2. Regular re-start/reload (hours) at which the PBXware server will restart/reload itself. Regular restart helps to acheive and maintain systems reliability. Restart can be set to "none" as well. This value is set 0 "none" as default.

Whole systems data files, settings, recorded calls, and voicemail messages are backed up to a directory on the server. In the case of system failure, it is easy to restore the whole system with ease. The backup is stored in a directory which can be a mounted as another hard drive, tape, NFS/SAMBA share, CD etc.

An authorized user is able to access powerful reporting statistics detailing:

• Call detail records (CDR)
• Action Logs
• System CLI Messages
  

Custom extensions allow further development and integration by passing the main program logic.

Voicemail is essential these days for any individual or organization. There are many situations where an incoming call must be diverted to voicemail. Standard features included with enhanced voicemail are:

• Voicemail universal access number. PSTN or/and VOIP.
• PIN Protection.
• Separate Away and Unavailable Greetings.
• Default or Custom Greetings.
• Multiple Mail Folders
• Web Interface for Voicemail Checking
• Voicemail Forwarding
• Visual Message Waiting Indicator
• Message Waiting Stutter Dialtone

Exit digit allows callers to exit the voicemail system while leaving the message. Upon pressing the exit digit, the caller will be transferred to one of the system destinations set by the user.

New voicemail notifications are sent by Email, Pager, Web and handset(s).

Remote or travelling users are able to change their current timezone, resulting in accurate information of the time a message was left.

Voicemail groups allow users to send a message to a group of users by dialing a single number and leaving the message.

With MS Outlook integration, outCALL monitors all incoming calls and upon detection of an incoming call, a screen pops up displaying caller contact details. If the caller is not in your contacts, you can choose to create a new one. Features include:

• Placing calls from address book, email message, or contacts
  
• Caller ID identification for incoming calls
• Automatic pop-up of contact details from your address book
• Displays caller's name and number on screen
  

• Integration with unlimited system extensions (SIP/IAX)

• Automatic integration with Microsoft Outlook 2000 and higher

• Call History

• Real time call notifications via pop windows

• Automatic contacts data update

• Automatic application updates notifications

• Clear debug information

• Full PBXware/SWITCHware integration

• Developer version available

• Multilingual Languages Support

• OEM versions available

More info.

Presence Panel is a desktop application designed to allow PBXware users to monitor the real time calling state of other PBXware users/extensions on PBXware and to make calls with a single click of the mouse.

Fax Agent is a Microsoft Windows or Apple Mac application that gives its users a simple "click to print" ability to send and receive faxes straight from any desktop application supporting regular print function.

gloCOM is a global communication product that allows placing calls with single mouse click, chat, system real time monitoring, managing system calls etc. Operational with Windows. More info.

The PBXware system requires specially encoded sound files to correctly play greetings and announcements. The Sound Converter Wizard is used to convert and upload these sound files from a local computer to PBXware. Operational with Windows, Linux, and MAC. More info.

PBXware Finder is an extremely useful Windows application that scans the Local Area Network to find a PBXware IP address when the DHCP access server is not available.

Commercial open source customer relationship management (CRM). CRM software for sales force automation and customer support deployed on demand or on site.

Salesforce is an easy-to-use, Web-based CRM solution for sales, service, marketing, and call center operations that streamlines customer relationship management and boosts customer satisfaction. Organizations can enjoy unparalleled productivity, revenue growth, and business intelligence with Salesforce CRM.

Latest bug fixes, security patches, and enhancements to existing features are available for all editions FREE of charge with a valid support contract.

Various support options are available for all editions. Please see services page for more details.

System documentation contains a variety of data in order to guide setup and maintenance of the system. Documentation is available in HTML, e-book, or PDF formats.

Visit www.bicomsystems.com/support/ for more details.