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MaxCloud Administrator

Azure Admin Consent

To enable Azure admin consent follow the below steps:

  1. Open an incognito window.
  2. Input the URL: https://login.microsoftonline.com/{domainname}/adminconsent?client_id=5e814480-6cab-45c4-8fc3-19cb2e84a2b5 (replace {domainname} to your domain name.)
  1. Input Admin user name
  1. Input Admin user password
  1. Click Accept to consent
  1. Redirect back to the login page.
  2. Check the URL: https://maxcloud-staging.coreinteract.dev/?admin_consent=True&tenant=35af6c32-bbbf-477e-9014-2bd83802cac2#/welcome
  3. You can find the result of Admin consent and your Tenant ID

Timetables​

Timetables within the MaxCloud should be setup prior to anything else for ease of use within AA/Extensions/Call Distribution while setting up those items.  They can be modified at any time later if required.​

Once you are logged into the PBX of choice, if multiple PBX’s are available to you, you will click on the PBX icon:

Then on timetables.​

You can add as many timetables as you feel necessary, naming them logically for use.  You can select colors based on your preference, I will show an example of how I see them.​

You should also add your Holiday timetables as you start out, remembering to change the dates as the year progresses to avoid inaccurate holidays in years to come.​

You are now ready to build timetables:

  1. Click on the button ‘+New
  2. Enter a name
  3. Click on the button ‘Save
  4. Click on a Time-band color
  5. Click on ‘New
  1. Time-bands can be associated to prompts later and can be useful for items such as, lunch, business hours and, afterhours as an example
  2. We will first select a band and decide on Business working hours. In this example we will use Time-band 3 (green) for working hours, as it makes sense in an on/off situation
  3. Click on the Time-band
  4. Click on the ‘+New
  5. Type in 8:00AM or use the calendar and scroll to your intended ‘from‘ time
  6. Type in 12:00PM or use the calendar and scroll to your intended ‘To‘ time
  7. Select Mon-Fri with checks
  8. Click on ‘Save
  1. Now, since we are already in Green, we will add the after-lunch period
  2. Repeat steps 4-7 using, 1:00PM to 5:00PM
  3. Now we will fill in lunch with time-band 4 (yellow)
  4. Click on time-band 4
  5. Now we will complete our day by using the time-band 1 (red) after-hours
  6. Repeat steps 4-7 using, 12:00AM to 8:00AM
  7. Repeat steps 4-7 using, 5:00PM to 12:00AM

Example Image Below:

Adding a Holiday

  1. Click on the ‘PBX‘ icon on the left
  2. Click on ‘Holidays’
  3. Click on ‘+New’
  4. Give your holiday a name, such as ‘Thanksgiving’
  5. Click on ‘Date’ and navigate to the date of your choice. Here we will select Nov’ 2021 clicking on 25
  6. Click on ‘Save’
  7. Now lets add Black Friday, as we assume to be off that day also
  8. Repeat steps 3-6, naming it ‘Black Friday’ and select Nov’ 26, 2021
  9. We do not need to add the 27th and 28th as they are normal days off

Users

NOTE:

Users must be added first for all intended extensions, ACD’s, and IVR’s or some functionality will be lost

Types of users

System Administrators – Can see everything on the system with permission to change add and delete.

Operator (tenant) – Can see, add, change all PBX’s under the tenant and lower.

PBX Administrator – Specific to each PBX and lower.

Department Administrator – TBD

PBX Member – Added automatically to each PBX as the user is assigned to the PBX. Has no system log in capabilities.

Rest API – Use for inter connectivity between MaxCloud UC and AS7.

Adding users

In operations click on users then new.

Required fields are E-mail, First Name, Last Name, Language, Owner, Password

Owner typically assigned to a PBX but could be assigned higher based on need. Only need to put the highest level, typically PBX.

Once the information is added click save. If you need to assign the user to a PBX administrator or higher role Click new under ROLES. Select the appropriate role from the definitions above and then select the appropriate OrgUnit level that it applies to.

Adding an Extension

In this section we will discuss adding user extensions as well as basic setup of a Polycom device.  Other devices and applications will come later but will follow suit in basic setup and functionality.  For my example, I will be using a Polycom VVX 400.​

Extensions used for basic calls Require outgoing caller Id be set, or the call will be denied by the carrier entity as well as UcCloud Call Control module.  This is due to billing requirements.​

Hierarchy for Call Id, Emergency CID, etc covered in another module.  Basic concept, most specific.​

When you enter the Dash-board you are given basic information about licensing, limitations, and Phones associated already to extensions.  This does not  include all possible extensions and could show multiple devices connected to singular extensions.  ​

Noting the example on the next page, you will note that extension 201 has 4 devices setup to register.  The red indicates that they are not presently registered.  The black indicates that the device is unfound.  Green would indicate that the system believes that the device is active and has registered TO the system.​

First, we will add a singular extension so that you can see all the steps and features that need to be addressed to ensure that the extension is set and should function.   ​

Later, we will go over Generating a group of extensions.  Not all needs are met with that step, so you will have to go back over Each extension setup using that feature and complete them out.  As we come across likely fields to “duplicate”, we will modify the Generate option for maximum output with minimal effort.​

  1. Click on the PBX that you wish to add an extension to
  2. Click on the ‘extensions’ selection button at the screen top
  3. Click on ‘+New’
  4. Enter the name to display. This field is used in CDR’s as well as the button default displayed in the line of a phone
  5. Select a ‘member’ from the dropdown menu
  6. Assign an internal number. This will be the extension direct dial string used by others
  7. Select, if accessible from outside, a dial in number (used only once system wide)
  8. Select a primary Displayed Public Number
  9. Click ‘>next’

All of the above fields can be modified later by selecting the extension, then the Extension Setup buttons.​

  1. If required for outbound dialling for the user, enter a PIN number
  2. If you have specific restrictions, click on and change International, National and National VAS settings. Otherwise, click on ‘>next’
  3. E-mail (owner) is mandatory. You can select an available user within the system, or you can type in manually an e-mail address. (manual entry will add this user to the known users in the system)
  4. Select an existing e-mail/owner for the extension. This is also where the configuration for the extension will be sent to when initiated
  5. Click on the ‘Save’ button

Extension usage depends on options that handle calls.  The list of items and how to handle calls when unavailable or distributed is explained in this section.  Not all cases will be covered and as we make changes to designs and updates, these can change.  Using the ‘Question mark’ (blue circle with a ? inside, see side for icon) regularly is recommended.  All items listed are in the Extension Related Features screen.

Call Forwarding

  1. Call Forwarding options are outbound number, voicemail, or extension.​
  2. If a phone is not assigned these functions may not begin working.​
  3. Only function if enabled, and can have multiple types enabled.​
  4. Unconditional– All calls get forward handling.​
  5. On Busy– If on extension is in BUSY state (in-call) and unconditional or DND is not set, forward according to selection.​
  6. No Reply—If after provisioned DELAY timer, not handled, forward according to selection

Account​

  1. Do not Disturb—Calls will be interrupted with a message “The subscriber does not want to be disturbed at the moment”​
  2. Suppress own number—Feature to be further modified​
  3. Reject Anonymous Calls–Will reject callers with Anonymous as number​
  4. Call Waiting—Will allow the incoming caller to hear continuous ring, as well as Polycom will beep letting you know a call is waiting.​
  5. Distribution Mode—Needs to be All Phones for User Extensions.  (Other Options explained later)​

VoiceMail Box​

  1. Set Pin– This is the field that the user would set a 4-16 digit string to enter to get voicemails.​
  2. Call back allowed—when listening to VM, you will be given an option to press 1 and return the call.​
  3. Send Message by e-mail.  If selected, and valid email associated to extension, VM sent on receipt of VM.​

Assigning a phone

Polycoms

I will discuss some options and ways to setup a Polycom phone to the extension.  There are multiple ways to do so, and most are quick and easy for users to follow.  For best service, the end user will need to factory reset the phone, either before or during the process.​
IMPORTANT:
Please note that the minimum firmware version for a VVX is 5.9.6.2996.

Factory Resetting A Polycom

  1. Have the user, on their Polycom phone:
    • Press the button on their Polycom that looks like a house
    • Using rotary dial, just right of 3 button, scroll right and down till on Settings
    • Press Center button on rotary dial for select
    • Type 2 for Administrator
    • Press 4,5,6 on dial buttons, unless you have modified their admin password
    • Click on enter key at screen bottom
    • Have them type slowly 1,5,5. Screen should say at top reset to Factory. Are you sure? have them click on Yes

Provisioning with ZTP​

If you have licensed and provisioned for Polycom’s Zero Touch Provisioning, this next section is for you.​

  1. Have the user gather the mac address from their Polycom
    • Method 1: Is to read the label on the bottom of the phone. It will begin with either 0004f2 or 64167f
    • Method 2:
      • Press the button on the Polycom that looks like a house
      • Using rotary pad, scroll right and down until on settings
      • Click center button to select
      • Type slowly on dial pad 4 1 1
      • Your phones IPv4 address and mac (S/N) will be provided
  2. Within your MaxUC administrator client, in extension related features, click on ‘+New Phone’
  3. For provisioning type, select Auto-provisioning
  4. Select the appropriate Telephone type
  5. For name – keep as is, or manually enter what you wish to display in line on Polycom display
  6. Enter password for Web Access. This should be 456 unless your IT admin has changed this value
  7. Enter the phones mac address in MAC address field. (gathered in previous steps)
  8. Select appropriate Time Zone
  9. Click on ‘Save’
  10. Have end user factory reset phone

Config using Provisioning via URL​

Much like the process for setting up a phone with our legacy system, you will need to access the device GUI and enter a string manually that is provided via this method.  As well, your network DNS will need to be able to be able to locate the server via FQDN.​

  1. Click on ‘+New Phone’ (Add phone does not add a device to the extension)
  2. For provisioning option – select “Configuration of the provisioning file URL
  3. For Telephone Type – select the Polycom type that closest represents your phone
  4. For Name – keep as is, or manually enter when you wish to display in Line on Polycom
  5. Password – should be 456 if you factory reset your phone and this has not been changed. It must be the same as is set for Administrator access to your phone
  6. Select your Time Zone
  7. Click on ‘Save’
  1. Clicking on the ‘Send’ button will send an email to the user’s password that is setup in the Extension Setup e-mail field. This information will be the same instruction that you will be provided with when you click on the ‘>next’ button
  2. Click on ‘>next’
  3. Save the information provided to a text document
  4. Factory reset the Polycom (Covered in a later section) Need to add a link
  5. Open the web-Gui. Hover over the settings, then Provisioning Server
  6. Left-click with Mouse
  7. Change the server Type fields to HTTPS
  8. Paste the string provided in the server address field
  9. Reboot phone

If there are no restrictions in your network, and the device can reach the server, provisioning will occur.​

This section is for systems that are licensed, setup, and ready for AnConnect browser.

Prerequisites​

Handling VM​

From within the screen there is a dialog box Called VoiceMail Messages.  Messages can be played/deleted, etc.​

From a Phone or device, dialing *86 for your extension or *86 + extNum  while ON-Hook, then going off hook will put you in the VoiceMail menu.​

Following the voice-prompts, you can Record/Modify your Greeting, listen/delete Voice mails, or Call the caller back, if the option Is enabled for your extension.​

Extensions as IVR

IVR within the MaxCloud system is done via Extension.  So, once you have added an extension in the system that you wish to utilize as an IVR, you will begin setup. ​

IVRs functions:​

  1. Use time-tables
  2. Can have prompting or music
  3. Can start at specified timing after call start
  4. Can perform function on key press
  5. Can match on data entered by the user
  6. Can release the call based on input or by setup
  7. Can forward to another AA/Queue/Extension
  8. Can function as a Park Key
  9. Most importantly, can do any/all above in litany of combinations
  1. Add the Extension – (see adding an extension)
  2. In the Extension Related Features screen, field Distribution Mode, change from All Phones to Interactive Voice Response
  3. Click on ‘Save’
  4. Click on the newly created Interactive Voice Response (IVR Button) at the screen top
  1. Under Audio Files heading, Click ‘+New’
  2. In the new window, name your audio file
  3. Now, you can either dial *81294 on your phone and go off hook, recording your own custom phrase, or you can upload an audio file. (MP3 or Wav-Ulaw)
  4. Click on ‘Save’
  5. Repeat for as many file required
  1. Under Menus Block, Select​ ‘+New’
  2. Name the Menu Action (e.g. business, group, expected action, park 2)​
  3. Now click on​ ‘+New IVR-Rule’
  4. First specify when the IVR Rule is executed.  I will set my example for immediately.​
  5. Then specify what to do when executed.  My example is a Park Key, so I will play an audio file. 
  6. Since I’m playing an audio file, an option becomes available to select the audio file.  I am using the audio file that I just imported.
  7. The last option is to select what to do when done playing.  In my example, I want to repeat the action, therefore looping my music, so I will go to menu, and select this menu that was created.
  8. Now click on ‘Save’
  1.  You can add many more layers, depending on how deep you wanted to go, or actions to take next.​
  2.  Ensure that if you want this to function, when in the next pane, enable the feature.​

The ability to disable/enable menus makes it so that you can implement parts of your planning ​

and turn off portions as needed without removing parts.​

  1. Click on ​‘Save’
  1. In the Settings Block, Select a time-table that this IVR should function in.  Since my example is a park key, I want it to always be available for users, so I will simply select Permanent.
  2. As I want Waiting music to be an option in this, I will also use my music file.​
  3. Selecting a Start Menu item is Mandatory.  You can select any Menu Item that you created, but follow your plan.   In my example, since there is only one, I will select park 2.
  4. Click on ​Save’
  5. TEST and Adjust.

Extensions as call distribution

  1. Add the extension – See adding an Extension
  2. In the Account block, change Distribution mode from All Phones to Call Distribution
  3. Click ​‘Save’
  4. Click on the newly created Advanced Call Distribution ACD button near screen top.​
  5. To add audio file(s) in the Audio Files block of the screen click on​ ‘+Upload..’
  6. Name your audio file as you intend to use, such as “call important to us
  7. Either dial in the code presented in the screen and go off-hook to record an audio message, or click Upload to import a file.   (MP3 or Wav-Ulaw.)​
  8. Click on ​‘Save’
  9. Repeat for as many audio files as needed by your distribution list
  10. In the Settings block, select a time-table that you will use this Distribution ACD in
  1. Now we action items based on the multiple Time-bands that we built earlier in Time-Tables. If you forgot to add some and need instructions, click on the link provided and do so now Need to work on linking
  2. For my Off hours, I will simply play a prompt stating that the office is now closed. For courtesy if they did not hear it, or are holding the line, I will repeat this every 15 seconds
  3. Optionally, I could Click on New in the call distribution block and forward to an outside number or extension, which could be an IVR for handling

14. ​During Business hours- I want to play waiting music, play a notification to the user that their call is important after 30 seconds, and repeat every 60 seconds that they are in queue.  I also want to use linear hunt method for ringing users.  I only have one operator present, but they have 2 different phone types logged in, so I can even ring one phone for the user, than try their other, than their cell phone, in that order by setting the order to linear.​

15. Now we account for what to do with any timeline that we did not account for, Grey areas.  — I am simply going to play a message that it is the weekend and we are not available.

Live Calls​

To get to Live calls, click on the ‘system icon’ at the left, then on the ‘live calls’ option:

The system is front ended by an AS6.  This is the Call Routing engine and is not configurable at the PBX Administrator level.  It is worth mentioning, as when looking at CDRs or Live calls, each call will have 2 legs.   For example, the call in the next capture is an INBOUND DID call.  There is a leg that shows the Calling Number and Called Number and Terminal (Gateway) that handled the call, and is shown as OUTBOUND.  This is correct in that the call is LEAVING the AS6, intended for the AS7.​

The other leg of the call shows direction INBOUND, with the Calling Number as same, the Called Number as the entity (Extension) that the DID is associated with (2013), and the Terminal (phone that handled the call).​

If this were a hung call, there is also an option at the right to KILL the call.​

PBX Calls​

To get to past calls, click on ‘PBX’ at the left of screen then on ​’Calls

If for some reason you did not take the path or handling that you expected, you could than inspect the call using the PBX Calls window.  If in the window you know either the From, To, or Both, you can click on the ‘filter’ button and lessen the amount of data to sort through.​

Keeping in mind, from the ‘Live Calls’ menu, there are 2 legs to inspect, there should also be the same number of legs and pieces herein.  Once selected, you can diagnose call stats on the leg(s), or even download a pcap to inspect.  Using the call that I tested inbound at 2:22 from 14085979043 finalizing to extension 2013, we will select those calls, and look at some data available.  Only one leg can be selected at a time.​

Since the 2 legs are available, and are part of the same Call-ID, either can be selected.​

I first select the call by clicking on the radio button to the left of the call.   I than click on Show Call Stats.​

Information provided:​

  1. Calling and Display number​
  2. Called Number​
  3. Start/Stop Duration, charges if applicable, Destination Type​
  4. Call ID – This information is organic to the system and is searchable within logs​
  5. SIP Call ID  — This would be the same as the information provided within pcap​
  6. Originating/Destination Ips if applicable​
  7. Sip Call release status and Cause (Q850) if applicable​
  8. Codec/Jitter/Loss as the leg provides.

Note:

The PCAP does not include voice packets, but does traverse the entirety of the call.  As well, note that the Call-ID matches with the pcap ID provided in the PBX Logs.

Updated on 8 August 2022

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