Fusion 4: Provisioning Guide

Prerequisites
How to add a user
How to add a General Reception
- Step 1: Add a General Queue
- Step 2: Add a General reception extension
How to add a receptionist to a general reception
How to add a CallQueuer
- Step 1: Add a queue
- Step 2: Add the CallQueuer extension
How to add an IVR
How to configure a service availability
How to add a short number
How to add a conference bridge
How to add a physical fax
- Step 1: Add an ATA
- Step 2: Add a fax extension
How to add a virtual fax
- Step 1: Adding IAXmodems
How to add direct dial-in (DDI) numbers
How to customize the fleetmanager

This section explains how to make day-to-day changes once Fusion has been installed.

Prerequisites

This guide assumes you already installed Fusion according to the Fusion Installation Guide.

How to add a user

Manual provisioning

To add a user, you must first execute the 3 following steps:

Add a phone
Add a login (user)
Add the extension

To configure a phone over the internet (optional), please check section Polycom phone over internet.

Step 1: Add a phone

Navigate to: Resources - IP phones

To add a new phone navigate to Resources and IP Phones, select the IP phone, click on Add and fill in the following fields:

SOP 1 and SOP 2 (only for clusters): this should contain the server(s) the phone will be registered to
MAC address: the MAC address of the phone (leave empty if you want to use the How to configure Polycom VVX internet phones)
Select the correct value for Uses parameter from

If you want to select other parameters please contact the support.

In case your device does not inherit parameters from a master resource, please make sure that Device is selected next to Restriction group.

Step 2: Add a user and set his role

Navigate to: Directory - Users

Click Add and fill in the following parameters:

Login name
Password
Language
- Only choose the languages that are in the format "language(country)"
Level: User

Click on Save, then change the role of the user. Hereafter a table showing the colours for each role:

		White	Green		Blue		Purple		Red
		User	User	Fleet	User	Fleet	User	Fleet	User	Fleet	User
Status change
Call forward
First action	When I’m on the phone
	When my assistant calls
	Status configuration
Ringing settings
Second action
Privacy settings
Important numbers
Personal menu settings
Polycom settings	Speeddials
	Internet Phone
	Ring tones
ConnectMe settings	End point configuration reset
	Feature set
	Supervised extensions
	Phone remote control
Security settings
My queues	Queues
My queues	Queues status change
External call	Call restriction
	Route group
	Shared DDI Category
	Caller ID number
Hooks

: Read only

: via ConnectMe

Step 3: Add an extension and set the profile parameters

Navigate to: Directory - Internal directory

Click Add to create a new directory entry and fill in the fllowing fields:

SOP 1 and SOP 2 (only for clusters): this should be identical to the phone it is linked to
Owner: select the user that has been created in the above step
Extension: users' extensions are preferably 4 digits long. You can go up to 6 digits but not shorter than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: the first and last name of the user
E-mail: (optional) the e-mail address of the user (used for voicemail to e-mail)
Mobile number: (optional) the mobile number of the user in +E.164 format (ex: +32475123456) (used for call forward to mobile)
Department, office & group: (optional) the department, office and group of the user (used for pick-up)
Profile: select Template-User
Primary phone: the user's primary phone resource
Secondary phone: (optional) the user's secondary phone resource

Open the profile parameters of the extension. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page:

The pincode is mandatory: it should be 4 digits long and cannot be easy to guess (1111, 2222, 1234, 4321, ...).

For an exhaustive list of forbidden pincodes, go on the SMP to Communication Flow Studio, Global Parameters, select General and look for ?TemplatePincodeForbiddenPincodes. The parameter contains the forbidden values.

Provisioning via the FlexAdmin

Flex Administration is available for the Directory since SMP Application 5.5 when Parameter sets are used. It can be used to add users in a more automated way than manually. For more information on how to use this feature, open the SMP administration guide here, and go the the Using Flex Administration section of the document.

Add explanations on how to do this via flexadmin

Using ZeroConf

The ZeroConf allows to autoprovision the MAC address of a unconfigured phone.

Navigate to: Cluster SOP - Advanced - System tasks

Add the zeroconf task for each SOP on which you want zeroconf to be active:

SOP: the sokey of the SOP on which the task must be active
Run automatically continuous
ZeroConf extension: ##88

Once in place you can plug in the new phones. The display of the phone will indicate that the phone is unconfigured. When you hook off the phone, you will be automatically in connection with an IVR. You can then follow the instructions. The phone will then reboot and get its configuration.

How to add a General Reception

The general reception handles the external call going to the reception. Calls arrives in a shared queue which distributes the call to the different receptionists.

Step 1: Add a General Queue

Navigate to: SMP > Resources > Queues

Click Add and fill in the following parameters:

Queue name: for example GeneralQueue1 or GeneralQueue2 (GeneralQueue2 is not reflected in the scheme below, it can be used when you have two groups of receptionists which don't have to take calls from one another). The queue name should be composed of letters and digits only, special characters or white spaces are not allowed. Also don 't use the Queue name 'General ' !
Music on hold: select your Music on Hold resource. In this example we select (set in callflow).
Ring strategy: rrmemory is probably the most appropriate for a general queue. It ensures that the incoming calls are distributed evenly among the different receptionists.
Timeout: 60
Retry: 1
Permanent members: must be left empty
Join and leave when empty policy: select loose when using Communication Server (available from Fusion 3.0.5).
Ring in use policy: select No

Step 2: Add a General reception extension

Navigate to: SMP > Directory > Internal Directory

Click Add and fill in the following parameters:

Extension: for example 1000
Profile: select Template-CallQueuer profile
Primary Phone: leave empty, no Phone
Secondary Phone: leave empty, no Phone

General reception profile parameters

Navigate to: SMP > Directory > Internal Directory

Click on the icon next to Template-CallQueuer and fill in the following parameters:

Group name: select the resource Queue ID of the General Queue (ex: AQA00001)
Use of net.Console: select Polycom phones only if you will use a Polycom IP650 or select Snom phones only if you will use net.Console in combination with a Snom phone.

How to add a receptionist to a general reception

A receptionist will be able to handle the call via the net.Console application.

Notes:

The receptionist must be located on the same SOP than the General Reception
active-active mode is not supported

Step 1: Add a Receptionist queue

Navigate to: SMP > Resources > Queues

Press Add and fill out the following parameters:

Queue name: For example ! ReceptionistQueue1, ReceptionistQueue2. The queue name should be composed of letters and digits only, no special characters of white space permitted.
Music on hold: select your Music on Hold resource.
Ring strategy: rrmemory
Timeout: 60
Retry: 1
Permanent members: must be left empty
Join and leave when empty policy: select loose.
Ring in use policy: no

Step 2: Create a Reception phone

net.Console requires a Polycom IP650 phone. Create the phone based on master resource SDP8Z000.

Step 3: Add a Reception extension

Navigate to: SMP > Directory > Internal Directory

Press Add and fill out the following parameters:

Extension: 1001 for example
Profile: Template-Receptionist-Green profile
Primary Phone: the phone id created in step 1
Secondary Phone: the phone id created in step 1 (for Polycom phone it must be filled in twice)

Internal reception profile parameters

Press the icon next to 'Template-Receptionist':

Queue for the receptionist: select the resource Queue ID of the receptionist (ex: AQA00002)
Reception number: enter the general extension (ex: 1000)

Step 5: Add a net.Console resource

Navigate to: Resources - Desktop applications

Choose version X700 (default) or X900 (specific, contact your account manager) and fill in the parameters. For help on the settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page.

The General reception queue and the Receptionist queue must be on the same SOP

Assign permissions

Navigate to: Resources - permissions

Press Add, select the required resource and fill out the following parameters:

User: select the user created for this reception desk
Resource: select the net.Console resource created for this reception desk
Permissions: by default select all permissions

Step 6: net.Console application installation

Open a browser and enter the following URL: http://<netConsole_SOP's_IP>/netConsole and download the msi file. Once downloaded install it on the PC of the reception desk.

How to add a CallQueuer

Step 1: Add a queue

Navigate to: SMP > Resources > Queues

Press Add and fill out the necessary parameters. .

Step 2: Add the CallQueuer extension

Navigate to: Directory - Internal directory

Press add to create a new directory entry.

Following fields should be filled in:

SOP 1 and SOP 2 (only for clusters): this should be identical to the queue it is linked to
Owner: leave empty
Extension: users' extensions are preferably 4 digits long. You can go up to 6 digits but not shorter than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: add a description of the call queuer
E-mail: leave empty
Mobile number: leave empty
Department, office & group: leave empty
Profile: Template-CallQueuer
Primary phone: leave empty
Secondary phone: leave empty

Open the profile parameters of the extension. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page.

How to add an IVR

An IVR enables to create an interactive voice menu to route the call to different extensions.

Navigate to: Directory - Internal directory

Press add to create a new directory entry.

Following fields should be filled in:

SOP 1 and SOP 2 (only for clusters): leave empty
Owner: leave empty
Extension: users' extensions are preferably 4 digits long. You can go up to 6 digits but not shorter than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: add a description of the IVR
E-mail: leave empty
Mobile number: leave empty
Department, office & group: leave empty
Profile: Template-IVR
Primary phone: leave empty
Secondary phone: leave empty

Open the profile parameters of the directory entry. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page. Instructions concerning the recording of the IVR's prompts are also available in this help.

How to configure a service availability

The service availability enables to configure the different time check used in the Call Queuer and the IVR. You can for example configure the holiday in it

Navigate to: Directory - Internal directory

Press add to create a new directory entry.

Following fields should be filled in:

SOP 1 and SOP 2 (only for clusters): leave empty
Owner: leave empty
Extension: users' extensions are preferably 4 digits long. You can go up to 6 digits but not shorter than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: add a description of the Service Availability
E-mail: leave empty
Mobile number: leave empty
Department, office & group: leave empty
Profile: Template-ServiceAvailability
Primary phone: leave empty
Secondary phone: leave empty

Open the profile parameters of the directory entry. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page.

Once created, the service availability can be used in the IVRs and the CallQueuers. To do so, edit the profile parameters of the IVR's and the CallQueuers.

How to add a short number

You can configure a short number to reach an existing extension.

Navigate to: Directory - Internal directory

Press Add to create a new directory entry.

Following fields should be filled in:

SOP 1 and SOP 2 (only for clusters): leave empty
Owner: leave empty
Extension: user's extensions are preferably 4 digits long, they should be maximum 6 digits but not less than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: add a description of the directory entry
E-mail: leave empty
Mobile number: leave empty
Department, office & group: leave empty
Profile: Template-ShortNumber
Primary phone: leave empty
Secondary phone: leave empty

Open the profile parameters of the extension. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page.

How to add a conference bridge

A conference enables to provide an extension on which several person can communicate Together.

Navigate to: Directory - Internal directory

Press add to create a new directory entry.

Following fields should be filled in:

SOP 1 and SOP 2 (only for clusters): select a sopkey for sop1 and sop2
Owner: leave empty
Extension: users' extensions are preferably 4 digits long. You can go up to 6 digits but not shorter than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: add a description of the directory entry
E-mail: leave empty
Mobile number: leave empty
Department, office & group: leave empty
Profile: Template-Conference
Primary phone: leave empty
Secondary phone: leave empty

Open the profile parameters of the extension. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page.

How to add a physical fax

Physical faxes can be connected to an analog telephony adapter (ATA) in order to carry faxes on the Voice over IP network.

Step 1: Add an ATA

Navigate to: SMP > Resources > Phones > Cisco SPA

Press Add and fill out the necessary parameters.

Step 2: Add a fax extension

Navigate to: Directory - Internal directory

Press add to create a new directory entry.

Following fields should be filled in:

SOP 1 and SOP 2 (only for clusters): select a sopkey for sop1 and sop2
Owner: leave empty
Extension: users' extensions are preferably 4 digits long. You can go up to 6 digits but not shorter than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: add a description of the directory entry
E-mail: leave empty
Mobile number: leave empty
Department, office & group: leave empty
Profile: Template-Fax
Primary phone: set the phone ID of the Cisco SPA created in step 1.
Secondary phone: leave empty

Open the profile parameters of the extension. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page.

How to add a virtual fax

Virtual faxes enable to receive faxes by email.

The Virtual faxes settings must be configure in the SOP Settings. If they are changed the Fax Server module need to be reinstalled in order to apply the new configuration.

Step 1: Adding IAXmodems

Navigate to: SMP > Resources > Interfaces > IncomingIAXTrunk

Press Add and fill out the following parameters:

Example: Resource ID name IIA00001 to IIA00004
User: iaxmodem1 for the first IncomingIAXTrunk, increase the last digits for the following IncomingIAXTrunk resources. Example: iaxmodem1 to iaxmodem4. If you have several fax servers running in the same cluster, start always with iaxmodem1 for each sop.
Secret: iaxmodem
Incoming Context: NoRestrict
First Codec to use: (ulaw or alaw). Only use one codec. Choose the codec that will avoid transcoding along the way.
Register: no

Navigate to: Directory - Internal directory

Press add to create a new directory entry.

Following fields should be filled in:

SOP 1 and SOP 2 (only for clusters): select a sopkey for sop1 and sop2
Owner: leave empty
Extension: users' extensions are preferably 4 digits long. You can go up to 6 digits but not shorter than 3 digits as it might interfere with speeddialing on certain phone types. Make sure your extensions don't start with the outside line access code (typically 0 in Belgium)
First name & last name: add a description of the directory entry
E-mail: leave empty
Mobile number: leave empty
Department, office & group: leave empty
Profile: Template-Fax-Virtual
Primary and secondary phone: leave empty

Open the profile parameters of the extension. For help on the profile settings, click on the interrogation mark icon that is available on the right upper part of the profile parameters page.

How to add direct dial-in (DDI) numbers

Direct dial-in allows you to link an external number to an internal number (user, IVR, ...). This is an N-to-1 relation (multiple external numbers can end up on the same internal number)

The SOP is programmed to optimize routing as much as possible: if a user calls a DDI that is configured on the SOP, the call will not be sent out, but will be bridged internally.

Navigate to: Directory - Internal directory

Make sure to select Advanced view

To create a new mapping between an external number and an extension, create the external number as directory entry and press save.

SOP 1 and SOP 2: leave empty
Owner: leave empty
Extension: DDI number formatted in +E164
First name & last name: the first and last name of the user
Profile: Template-MapDDI
Primary phone: must be empty
Secondary phone: must be empty
Context IncomingNumberMapping

Open the profile parameters of the extension and fill in all fields