Allworx Administration Guide 1

Allworx® System Administrator Guide
Version 8.2
Updated 12/21/2016
Allworx® System Administrator Guide
Version 8.2
©2016 Allworx Corp, a Windstream company. All rights reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopy, recording, or otherwise without the prior written permission of Allworx Corp.
Software in this product is Copyright 2016 Allworx Corp, a Windstream company, or its vendors. All
rights are reserved. The software is protected by United States of America copyright laws and
international treaty provisions applicable worldwide. Under such laws, the licensee is entitled to use
the copy of the software incorporated with the instrument as intended in the operation of the product
in which it is embedded. The software may not be copied, decompiled, reverse-engineered,
disassembled, or otherwise reduced to human-perceivable form. This is not the sale of the software or
any copy of the software; all right, title, ownership of the software remains with Allworx or its vendors.
The following trademarks are owned by Allworx:
Allworx® Verge™ IP phone series Allworx® View™

Allworx® 92xx™ IP phone series Allworx® View™ ACD
Allworx® Verge™ 9308
Allworx® Verge™ 9312 Allworx® OfficeSafe™
Allworx® Verge™ 9318Ex Allworx® Migrate™
Allworx® Reach™ Allworx® Connect™ servers

Allworx® Reach Link™ Allworx® Connect™ 731 server
Allworx® Connect™ 536/530 server
Allworx® Interact™ Allworx® Connect™ 536 server
Allworx® Interact™ Professional Allworx® Connect™ 530 server
Allworx® Interact Sync™ Allworx® Connect™ 324/320 server
Allworx® Connect™ 324 server
Allworx® Connect™ 320 server
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Allworx System Administrator Guide Version 8.2
Contents
1 - Introduction ............................................................................................................... 1
1.1 - Who Should Read this Guide ........................................................................................................................1
1.2 - Guide Organization ...........................................................................................................................................2
1.3 - Equipment Requirements ...............................................................................................................................2
1.4 - Prerequisites .........................................................................................................................................................3
1.5 - Roles ........................................................................................................................................................................3
2 - Allworx Server Set Up ............................................................................................... 5

2.1 - Allworx System Software Compatibility .....................................................................................................5
2.2 - Allworx Server Features and Compatibility ..............................................................................................5
2.3 - Verge IP Phone Series Software Compatibility .......................................................................................8
2.4 - Install and Configure the Allworx Server ...................................................................................................8
3 - Phone System ..........................................................................................................13
Chapter 3 - Audit PIN Code ....................................................................................15
Chapter 4 - Auto Attendants ..................................................................................17

4.1 - Setup Checklist ................................................................................................................................................. 17
4.2 - Configure the Auto Attendant ................................................................................................................... 17
4.3 - Record Auto Attendant Greetings and Messages .............................................................................. 20
4.4 - Assign the Auto Attendant to an Outside Line .................................................................................... 22
Chapter 5 - Business Information ...........................................................................23
Chapter 6 - Call Park ................................................................................................25
Chapter 7 - Call Queues/ACD ..................................................................................27

7.1 - Setup Checklist ................................................................................................................................................. 28
7.2 - Set Up A Call Queue: Ring All ..................................................................................................................... 28
7.3 - Set Up An Automated Call Distribution Queue ................................................................................... 29
7.4 - Manage Call Queues / ACD ........................................................................................................................ 29
7.5 - Manage Call Supervision .............................................................................................................................. 32
7.6 - Manage Calls to Route to a Call Queue ................................................................................................. 32
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7.7 - Route a Call using Auto Attendant to a Call Queue ..........................................................................32

7.8 - Display Queue Statistics ................................................................................................................................33
7.8.1 - Display Queue Statistics Report ......................................................................................................33
7.8.2 - Display Live Calls ...................................................................................................................................33
7.9 - Record Queue Greetings and Messages ................................................................................................33
7.10 - Import Greetings and Messages .............................................................................................................34
Chapter 8 - Conference Center ...............................................................................35
Chapter 9 - Dial Plan ................................................................................................37

9.1 - Setup Checklist .................................................................................................................................................37
9.2 - Manage the Internal Extension Length ...................................................................................................37
9.3 - Manage Internal Dial Plan ............................................................................................................................39
9.4 - Manage DID Routing Configuration ........................................................................................................40
9.5 - Manage Service Groups ................................................................................................................................40
9.5.1 - Configure Remote Sites as Services ...............................................................................................41
9.5.2 - Configure Service Groups / Handset Outside Line Restrictions ..........................................41
9.6 - Manage External Dialing Rules ...................................................................................................................42
9.6.1 - Manage the North American Numbering Plan Administration (NANPA) .......................42
9.6.2 - Manage the Home Area Code Requirements ............................................................................43
9.6.4 - Manage the Emergency Number Rules ........................................................................................45
9.6.5 - Manage the Services ............................................................................................................................46
9.7 - Manage Dialing Privileges Groups ............................................................................................................46
Chapter 10 - Emergency Alerts and Caller ID ........................................................51

10.1 - Emergency Alerts ..........................................................................................................................................51
10.2 - Manage Emergency Handset Caller ID .................................................................................................52
10.3 - Assign the Emergency Caller IDs .............................................................................................................53
Chapter 11 - Extensions ...........................................................................................55

11.1 - Add New Extension ......................................................................................................................................55
11.2 - Perform a Search ...........................................................................................................................................57
11.3 - Manage the Description .............................................................................................................................57
11.4 - Manage Call Routes .....................................................................................................................................58
11.5 - Delete an Extension ......................................................................................................................................60
Chapter 12 - Handsets .............................................................................................61
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12.1 - Manage Analog Handsets ......................................................................................................................... 61

12.2 - Manage Allworx and Generic SIP Handsets ....................................................................................... 63
12.3 - Manage Handset Preference Groups and Templates ..................................................................... 66
12.4 - Manage the Programmable Function Keys (PFKs) ........................................................................... 68
12.5 - Manage Handset Preference Groups .................................................................................................... 73
12.6 - Manage Handset Templates .................................................................................................................... 79
12.7 - Access Phone Web Administration ........................................................................................................ 82
12.7.1 - Connect Allworx Desk Phones to the Allworx Server LAN ................................................. 82
12.7.2 - Manage DHCP IP Addressing ........................................................................................................ 82
12.7.3 - Manage Static IP Addressing ......................................................................................................... 83
12.8 - Manage VLAN Settings .............................................................................................................................. 84
12.8.1 - Create On-phone Archive Profile ................................................................................................. 85
12.8.2 - Install with Plug and Play ................................................................................................................ 86
12.9 - Test the Phones ............................................................................................................................................. 86
Chapter 13 - Languages ...........................................................................................87

13.1 - Install the Language Pack .......................................................................................................................... 88
13.2 - Manage the Language Settings .............................................................................................................. 88
Chapter 14 - Message Aliases .................................................................................91

14.1 - Access Voicemail and Email Messages ................................................................................................. 91
14.2 - Manage Message Aliases ......................................................................................................................... 91
14.3 - Avoid Common Mistakes in Forwarding Messages ........................................................................ 92
Chapter 15 - Music On Hold ...................................................................................95

15.1 - Filename Requirements .............................................................................................................................. 95
15.2 - Manage the Music On Hold ..................................................................................................................... 96
Chapter 16 - Outside Lines ......................................................................................97

16.1 - Manage Anonymous Call Handling ....................................................................................................... 97
16.2 - Manage Analog Central Office (CO) Lines .......................................................................................... 98
16.3 - Manage Direct Inward Dial (DID) Blocks ...........................................................................................100
16.4 - Manage SIP Proxies and SIP Gateways ..............................................................................................102
16.5 - Manage Enterprise Dialing ......................................................................................................................106
16.5.1 - Configure the Allworx Enterprise Client ..................................................................................106
16.5.2 - Configure the Central Hub / Enterprise Server .....................................................................106
16.6 - Manage Digital Lines .................................................................................................................................107
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16.7 - Allworx Port Expanders ............................................................................................................................ 108
Chapter 17 - Paging ...............................................................................................109

17.1 - Manage Paging Amplifier / Door Release Relay ............................................................................ 109
17.2 - Manage Paging Zones ............................................................................................................................. 109
Chapter 18 - Public Contacts ................................................................................111
Chapter 19 - Ring Groups ......................................................................................113
Chapter 20 - Roles ..................................................................................................115

20.1 - Manage the User Roles ............................................................................................................................ 115
20.2 - Role Permissions ......................................................................................................................................... 116
Chapter 21 - Schedules ..........................................................................................123

21.1 - Manage the Greetings .............................................................................................................................. 123
21.2 - Manage the Schedules ............................................................................................................................. 123
Chapter 22 - Shared Call Appearance ..................................................................127

22.1 - Setup Checklist ............................................................................................................................................ 128
22.2 - Manage Shared Call Appearances ....................................................................................................... 128
22.3 - Assign Shared Call Appearance Programmable Function Keys (PFKs) .................................. 129
22.4 - Define Call Routes ...................................................................................................................................... 129
Chapter 23 - Users ..................................................................................................131

23.1 - Setup Checklist ............................................................................................................................................ 131
23.2 - Manage Users .............................................................................................................................................. 131
23.3 - Delete User Messages Recordings, or Contacts ............................................................................. 134
23.4 - Wipe Existing User Remote Devices ................................................................................................... 135
23.5 - Manage User Templates .......................................................................................................................... 135
23.6 - Define Password Requirements ............................................................................................................ 140
4 - Network ..................................................................................................................141
Chapter 24 - Configuration ...................................................................................143
Chapter 25 - Digital Lines ......................................................................................147
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25.1 - Restrictions ....................................................................................................................................................149

25.2 - Configure the Digital Lines .....................................................................................................................149
Chapter 26 - Multi-Site ..........................................................................................153

26.1 - Setup Checklist ............................................................................................................................................153
26.2 - Manage the Multi-Site Network ...........................................................................................................153
Chapter 27 - Px Expanders and Remote Phones ................................................157

27.1 - Setup Checklist ............................................................................................................................................157
27.2 - Manage the Px Expander .........................................................................................................................158
27.3 - Manage FXO and FXS Ports ....................................................................................................................159
27.4 - Phone/Px Expander behind a Third-Party Firewall ........................................................................159
27.5 - Change the Network Settings ................................................................................................................160
27.6 - Devices Behind a Firewall ........................................................................................................................161
27.6.1 - Multiple Remote Devices behind the Same Firewall ..........................................................161
27.6.2 - Different Remote Site Phones, Each with a Firewall ...........................................................162
27.7 - Paging with Remote Phones ..................................................................................................................162
Chapter 28 - Static Routes ....................................................................................163
Chapter 29 - Virtual Private Network (VPN) .......................................................165
5 - Servers ....................................................................................................................167
Chapter 30 - DHCP .................................................................................................169

30.1 - Manage the DHCP Server ........................................................................................................................169
30.2 - Delete a Known Host .................................................................................................................................169
Chapter 31 - DNS ...................................................................................................171
Chapter 32 - Email ..................................................................................................173
Chapter 33 - Reach Link .........................................................................................177
Chapter 34 - SNMP Server ....................................................................................179
Chapter 35 - VoIP Server .......................................................................................181
Chapter 36 - Web Server .......................................................................................183

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Table of Contents
6 - Reports ...................................................................................................................187
Chapter 37 - About ................................................................................................189
Chapter 38 - Allworx View ....................................................................................191
Chapter 39 - Auto Notification .............................................................................193
Chapter 40 - Call Details ........................................................................................195
Chapter 41 - Configuration ...................................................................................197
Chapter 42 - Digital Lines ......................................................................................199
Chapter 43 - Live Calls ...........................................................................................201
Chapter 44 - Phones ...............................................................................................203
Chapter 45 - Resource Summary ..........................................................................205
Chapter 46 - System Events ..................................................................................207
Chapter 47 - Users ..................................................................................................209
7 - Maintenance ..........................................................................................................211
Chapter 47 - Backup ..............................................................................................213
Chapter 48 - Custom Recordings ..........................................................................215
Chapter 49 - Feature Keys .....................................................................................219

49.1 - Manage Reach Handset Licenses ......................................................................................................... 222
49.2 - Manage Generic SIP Handset Licenses .............................................................................................. 223
49.3 - Manage the Interact Professional Licenses ...................................................................................... 224
Chapter 50 - Import/Export ..................................................................................227
Chapter 51 - Registration ......................................................................................231
Chapter 52 - Restart / Shutdown .........................................................................233

52.1 - Restart the Allworx Server and/or Allworx Phones ....................................................................... 233
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52.2 - Perform a Restore using Allworx OfficeSafe ....................................................................................234
Chapter 53 - Time ...................................................................................................237
Chapter 54 - Tools ..................................................................................................239

54.1 - Network Diagnostics .................................................................................................................................239
54.2 - Syslog - System Events .............................................................................................................................239
54.3 - Allworx Technical Support Server .........................................................................................................240
54.4 - Advanced Troubleshooting ....................................................................................................................240
Chapter 55 - Update ..............................................................................................243
Appendix A - Abbreviations ................................................................................... 245
Appendix B - Contacts ............................................................................................ 247
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Part 1 Introduction
The Allworx System Software Version 8.2 is an application for Allworx administrators to configure and
manage Allworx servers with the following settings:
• Phone System
• Network
• Servers
• Reports
• Maintenance
The Allworx server web administration interface has built-in descriptions, help, and tips on many of its
pages. Additional documents related to Allworx System Software and Allworx applications:
• Allworx User’s Guide, Release 8.2

• Allworx System Software Release Notes, Release 8.2
• Allworx Advanced Multi-Site Guide, Release 8.2
• Allworx Phone Guides
• Multi-Tech FaxFinder Setup Application Notes 8.2
• Allworx SNMP User’s Guide
• Allworx Interact and Interact Professional User’s Guide
• Allworx Reach User’s Guide
• Allworx OfficeSafe Operations Guide
• Allworx View Installation Guide
These publications as well as System Administrator’s Guides for Releases 8.0 and lower are available on
the Allworx Partner Portal (www.allworxportal.com).
1.1 Who Should Read this Guide

This guide is for Allworx administrators that:
• install and maintain Allworx servers.

• understand computer networking and basic telephony.
• completed the Allworx Partner technical training.
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Section 1 - Introduction
1.2 Guide Organization

The Allworx Server Administrator’s Guide describes:
• requirements necessary to perform the operations described within the document.

• steps necessary to install, log in, and configure the Allworx server. To view the mounting,
electrical connections, and input/out accessories of the Allworx server, see the Allworx Server
Installation Guide specific to the Allworx server model.
• steps necessary to manage each web administration page to configure the Allworx server. Each
web administration page is a separate chapter within this document.
1.3 Equipment Requirements

The table below is a complete list of equipment and requirements necessary to perform all operations
identified in this Administrator’s Guide.
Equipment Requirements
PC • Running OS (with latest service pack).
• Windows 7 32-bit SP1 • Windows 8/8.1 32-bit • Windows 10 32-bit
• Windows 7 64-bit SP1 • Windows 8/8.1 64-bit • Windows 10 64-bit
• RAM minimum: 2 GB.
• Monitor resolution: 1024 x 768 (XGA).
• Internet connection.
Allworx server • Allworx System Software Version 8.2.
• Administration permissions and passwords for each Allworx server.
• IP Address or DNS name of each Allworx server.
Allworx Partner Portal • Login permissions and password.
Supported Web Browsers • Microsoft Edge

• Microsoft Internet Explorer 11 (latest release with auto upgrade enabled).
• Google Chrome (Latest Release).
• Mozilla Firefox (Latest Release).
Allworx Server Installation Guide The guide is specific to the Allworx server model that describes the mounting, electrical
connections, and input/output accessories of the Allworx Server. This guide is available at: https://
allworxportal.com/.
Allworx System User Guide The guide is specific to My Allworx Manager and describes the features within the application. This
guide is available at: https://allworxportal.com/.
Allworx Multi-Site Guide The guide describes the advanced set up configurations for multi-site networks. This guide is
available at: https://allworxportal.com/.
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1.4 Prerequisites
Each chapter of this document includes a Prerequisites table:
Access Permissions Identifies features that users with assigned roles can access and manage. The Allworx Server
Administrator can assign roles to a specific user on the Phone System > Users page. See “Roles”
on page 3 for more information.
Required Feature Key Identifies add-on features that are available as a separate purchase from the base feature set for
Allworx servers. See “Feature Keys” on page 219 for more information.
1.5 Roles
The available user roles include:
• Server Administrator: predefined system administrator with access to manage all functions of
the server. The Allworx Server Administrator assigns roles, manages the server administrative
functions, manages day-to-day phone system settings, manages the network and VoIP settings,
and initiates system backups and/or restarts.
• System Administrator: access to manage the administrative functions of the server. The user
permission setting does not enable this role to change the password of the Allworx Server
Administrator. However, the Allworx Server Administrator can change the password of the
System Administrator.
• Phone Administrator: access to manage day-to-day phone system settings including changes
to system recordings as well as adding, changing, and deleting users, extensions, and handsets.
• Network Administrator: access to manage the Network and VoIP settings, as well as SIP
proxies and SIP gateways outside lines.
• Support Technician: access to initiate system backups and restarts as well as managing logging
operations.
To enable one user to have roles on different servers in a multi-site network, the Allworx administrator must create
Note: separate user accounts for the user on each server, and then assign the roles on each server. Use different usernames
for each user account.
The Allworx administrator can assign users to manage queue and Auto Attendant recordings. See “User Template
Note: Settings” on page 136 for more information.
The Allworx administrator can assign users to manage individual queue settings or queue supervisor. See “User
Note: Template Settings” on page 136 for more information.
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Section 1 - Introduction
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Part 2 Allworx Server Set Up

The Allworx Server Set Up section describes the
Prerequisites
installation and configuration procedures for the
Allworx server. Additionally, this section describes Access Permissions Allworx Server Administrator
Allworx System Administrator
the Allworx System Software compatibility of each
Allworx server. Feature Key Required No
2.1 Allworx System Software Compatibility

Allworx Server Model Connect Server Model
6x12 6x 24x 48x 320 324 530 536 731
Allworx System Software

System Software 7.7 and lower X X X X
System Software 8.0 X X X X X X X X X
System Software 8.1 and higher X X X X X X X X
2.2 Allworx Server Features and Compatibility

Allworx Server
Connect Server Model
Model
6x12 6x 48x 320 324 530 536 731
Hardware Support
Enhanced Diagnostic Port X X X X X
Network Ports 2 2 2 2 2 3 3 3
External USB Disk Drive Support X X X
Supported Web Browser

Microsoft Internet Explorer 11 X X X X X X X X
Google Chrome (latest version) X X X X X X X X
Mozilla Firefox (latest version) X X X X X X X X
Microsoft Edge X X X X X X X X
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Section 2 - Allworx Server Set Up
Allworx Server
Model
6x12 6x 48x 320 324 530 536 731
Allworx System Software 8.2 Support

Verge 9300 IP phone series X X X X X X X X
Expanded set of Ring Types X X X X X X X X
Handoff between Reach and Verge IP phones X X X X X X X X
Reach Remote Control X X X X X X X X
Sharing Personal Contacts with all of user’s Allworx X X X X X

devices and applications
Maximum number of Personal Contacts with 1,100 1,100 1,1,100 1,100 1,1,100
images per user.
Maximum number of Personal Contacts without 7,000 7,000 7,000 7,000 7,000
images per user.
Total number of Personal Contacts with images per 24,000 24,000 60,000 60,000 215,000
server (approximate).
Total number of Personal Contacts without images 144,000 144,000 360,000 360,000 1,290,000
per server (approximate).
Five- and six-digit dialing5 X X X X X X X X
Number of Auto Attendants Supported 9 16 32 9 9 16 16 32
Supports 2000 DID Blocks X X X X X X X X
Telnet Support X X X

SSH Support X X X X X
Allworx Server Features

FXO Ports 6 6 3 0 4 0 6 2
FXS Ports 5 5 2 2 2 2 2 2
T1 Ports 2 0 0 0 0 1
Base System Extensions Limit 12 30 48 12 12 30 30 30
Maximum System Extensions Limit1 12 60 250 20 20 50 50 180
Base Users 12 30 48 12 12 30 30 30
Maximum Users1 12 60 250 20 20 50 50 180
Maximum Handsets 24 120 500 40 40 100 100 360
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Allworx Server
Model
6x12 6x 48x 320 324 530 536 731
Maximum External Calls3 12 12 30 30 60
Conference Bridges1 1 1 4 1 1 1 1 4
Maximum Total Bridge Users 8 8 8 8 8 8 8 30
Maximum callers in all conferences combined 8 8 60 8 8 8 8 30
Maximum Calls in All Queues1 16 16 64 12 12 30 30 60
Maximum Calls per Queue1 8 8 16 12 12 30 30 60
Maximum Number of Queues1 10 10 10 10 10 10 10 10
Automatic Call Distribution1 No Yes Yes No No Yes Yes Yes
Auto Attendant Ports 9 9 9 4 4 8 8 16
Multi-Site Controller1 No Yes Yes Yes Yes Yes Yes Yes
Maximum Servers in a Multi-Site Network 99 99 99 99 99 99 99
Maximum Multi-Site System Extensions4 1000 1000 1000 1000 1000 1000 1000 1000
Maximum Multi-Site Users4 1000 1000 1000 1000 1000 1000 1000 1000
Voicemail Ports 8 8 16 4 4 8 8 15
Activation Required X X X X X
Secure Web Page Access X X X X X
Enhanced Codec Support X X X X X
SIP-Video Pass-Through 2 X X X X X
PPPoE X X X
1 Requires an Allworx software feature key.
2
A SIP endpoint that supports video can register with the Allworx Connect server, and it supports negotiation of
video calls with that device. The Allworx Connect server supports up to two video sessions and one audio
session per call. The Allworx Connect server supported codecs are: H263, H264, and MP4V-ES.
3 The total external SIP calls are limited to the Maximum External Calls less any TDM (FXO ports and T1 channels)
lines configured.
4
The total number of Multi-Site Users and Multi-Site System Extensions varies upon the maximum users licensed
on each Allworx server.
5
Compatible with Reach for Android/Reach for iOS Version 2.0.7 (minimum) and Interact/ Interact Professional 2.3
(minimum).
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2.3 Verge IP Phone Series Software Compatibility

The Verge IP phone series requires the following minimum software versions:
Product/Resource Version (or later)

Allworx System Software 8.2
Interact Professional 3.0
Reach for Android 3.0
Reach for iOS 3.0
2.4 Install and Configure the Allworx Server

To install the Allworx server:
1. Use the Allworx Server Installation Guide for mounting, electrical connections, and optional
input/output accessories specific to the Allworx server model.
2. Plug the PC into the server LAN port (ETH0 on Connect servers), and set up the network
interface on the PC to obtain an IP address automatically (using DHCP).
OS Instruction
Windows 7 1. Click Start and navigate to the Control Panel.
2. Locate View by: select Small Icons from the drop-down list.
3. Double-click Network and Sharing Center.
4. Click Change adapter settings in the left column.
5. Right-click Local Area Connection > Properties.
NOTE: For wireless computers, select Wireless Network Connection > Properties.
6. Click Internet Protocol Version 4 (TCP/IPv4) > Properties.
7. Click Obtain an IP Address automatically and Obtain DNS server address automatically.
8. Click OK to save the changes.
Windows 8 / 1. Click Start and navigate to the Control Panel. In the search box, type adapter.
Windows 10 2. Click Network and Sharing Center, and then click View network connections.
3. Locate and right-click the connection to change, and then click Properties.
4. (Optional) If prompted, enter the administrator credentials and confirm.
5. Click the Networking tab, and then click Internet Protocol Version 4 (TCP/IPv4) or Internet Protocol
Version 6 (TCP/IPv6) > Properties. Specify the address settings:
IPv4 Click Obtain an IP address automatically, and then click OK.
IP v6 Click Obtain an IPv6 address automatically, and then click OK.
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3. Verify the PC has an IP address on the 192.168.2.x network. It may be necessary to release and
renew the IP address on the PC to get an address from the server.
a. Click Start and type cmd in the Search field. A command window opens. Type the
following to clear the PC current IP settings:
ipconfig /release
b. Press enter to clear the PC current IP settings. Type the following to obtain a new IP
Address:
ipconfig /renew
c. Press enter.
4. Use a web browser via the LAN interface on TCP port 8080 (8443 on Connect servers) to access
the administrative interface of the Allworx server. Enter:
Server URL
Allworx 6x, 6x12, 48x server http://192.168.2.254:8080
Connect servers https://192.168.2.254:8443 (Entering a URL of http://192.168.2.254:8080

redirects to https://192.168.2.254:8443.)
5. Log in to the web admin page using admin as the username and password. The Allworx server
admin page displays the factory default settings at first log in and displays the customized
settings with any subsequent log in.
The server is ready for configuration.
To configure the Allworx server:

1. Log in to the web admin page using admin as the username and password.
2. Locate the left side of the web admin page and click Install Checklist.
3. Follow the order of the steps of the Install Checklist for a successful configuration. Check the box
on the web admin page next to each step to avoid duplication. The Install Checklist table below
links to the appropriate System Administrator’s Guide chapter to configure the server.
Install Checklist
Step Description Allworx Server Admin Guide Link

1 Set time on server. “Time” on page 237
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2 48x and Connect 731 servers only: Program Digital Lines. If “Digital Lines” on page 147
connected to T1 interface(s), configure the system to match
the settings obtained from the service provider.
3 Program Network configuration: “Configuration” on page 143
1. Network Mode
2. VLAN settings
3. Public Interface
4. Gateway
5. Server Host Name
6. Domain Name
7. Firewall Settings
4 Enable/Disable DHCP server. “DHCP” on page 169
5 Set DNS server addresses. “DNS” on page 171
6 Optional: Configure Port Expanders “Px Expanders and Remote Phones” on page 157
7 Enable VPN, if required. “Virtual Private Network (VPN)” on page 165
8 Restart server for settings to take effect. “Restart / Shutdown” on page 233
NOTE: After restarting the server, close this window, and then
re-open it after logging into the server.
9 Activate server with Portal, if required. “Registration” on page 231
10 Download/enter the required Feature Keys. “Feature Keys” on page 219
11 Update the Allworx server to the latest software release, if “Update” on page 243
required.
12 Optional: Configure use of Primary and Secondary “Languages” on page 87
Languages.
13 Define the Internal Extension Length and Internal Dial Plan. “Manage the Internal Extension Length” on page 37
“To manage the Internal Dial Plan:” on page 39
14 Add users. Associate handsets to users, if available. “Manage Users” on page 131
15 Add handsets. Add the Analog and SIP Handsets using Plug “Manage Analog Handsets” on page 61
and Play or manual programming. Once programmed, check “Manage Allworx and Generic SIP Handsets” on page 63
the phone by dialing #7 from any Auto Attendant Main Menu.
16 If live answering inbound calls, create a system extension and “Add New Extension” on page 55
preferred call routes. Use a Ring Group if live answer with line “Ring Groups” on page 113
appearances on Allworx handsets is required.
If different sets of handsets need to ring depending on the
incoming line, give a descriptive name to a Ring Group, create
an extension for each incoming line, and route the call to the
Ring Group.;
Configure the Allworx handsets later to use the Ring Group(s)
defined in this step.
17 Define additional system extensions used for routing to “Add New Extension” on page 55
groups or places such as conference rooms.
18 Optional: Create and define Call Queues “Call Queues/ACD” on page 27
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19 Optional: Define Paging Zones. Define the Paging Zones, add “Paging” on page 109
Line Out or Handsets to the required zones.
20 Add/Configure Outside Lines to phone system (standard FXO “Outside Lines” on page 97
loops, SIP Gateways, SIP Proxies). Enable line appearances, if
required and define call routes.
21 Configure Allworx handsets by defining the programmable “Manage the Programmable Function Keys (PFKs)” on
function keys (PFKs). page 68
22 Optional: Save the Allworx handset configuration as a “Manage Handset Templates” on page 79
template, and then apply to remaining Allworx handsets.
Modify individual handset configurations as required.
23 Program operator route (0). “Manage Call Routes” on page 58
24 Record Auto Attendant and Call Queue prompts, if required. “Custom Recordings” on page 215
25 Set the Dial Plan for the system. Create special Service “Dial Plan” on page 37
Groups, if required, and then define the Dialing Rules.
26 Check handset permissions to access outside resources, if “Handsets” on page 61
required.
27 Enter business contact information and schedules. “Business Information” on page 23
“Schedules” on page 123
28 Check system: N/A
1. Make 3 to 4 inbound calls (e.g., use cell phone to call the
Allworx server).
2. Make outbound local and long distance calls to several
area codes.
29 Configure Email server. “Email” on page 173
1. Leave incoming WAN email forwarding disabled, unless
server is within firewall!
2. Enter alternate email domains.
3. Enter spam blocking services (e.g., spamhaus.org)
30 Enable VPN for additional users, if required. “Manage Users” on page 131
31 Create aliases for email/voicemail distribution lists. “Message Aliases” on page 91
32 Set up and perform a backup using OfficeSafe “Backup” on page 213
33 Deliver user documentation (Welcome sheet, Allworx User’s
Guide, and Allworx Phone Guides) and conduct basic training
for each user.
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Part 3 Phone System

The Phone System sections describe the setup and management of the Allworx server specific to the
business requirements. Each chapter explains:
• necessary access permissions and feature keys,

• necessary equipment to perform the procedure, and
• necessary procedures to manage the Allworx server feature.
The various Phone System pages on the server web admin site enable the Allworx administrator to set
up, configure, and manage the settings of the following features:
Page
Audit PIN Code - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 15

Auto Attendants - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 17
Business Information - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 23
Call Park - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 25
Call Queues/ACD - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 27
Conference Center - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 35
Dial Plan - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 37
Emergency Alerts and Caller ID - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 51
Extensions - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 55
Handsets - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 61
Languages - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 87
Message Aliases - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 91
Music On Hold - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 95
Outside Lines - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 97
Paging - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 109
Public Contacts - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 111
Ring Groups - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 113
Roles - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 115
Schedules - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 123
Shared Call Appearance - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 127
Users - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 131
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Section 3 - Phone System
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Chapter 3 Audit PIN Code

Audit PIN Code supports call tagging and
controls outside line access. The Audit PIN Code Prerequisites
does not support outside line access when using
Access Permissions Allworx Server Administrator
a Line Appearance PFK. Allworx System Administrator
Phone Administrator role
Example:
Feature Key Required No
A company charges customers for the tolls and
time spent on each call.
To use tagging to properly bill each customer:

• The Allworx administrator assigns each project a unique PIN code.
• The phone user dials 781 + <PIN code specific to the project> + <phone number> to access the
outside line to work with the customer.
• The Accounting Department uses the PIN code from the call records to bill each customer.
To specify the number of digits and the service group used by the Audit PIN Code, see “Manage the
Services” on page 46 for more information.
To manage an Audit PIN code:

1. Log in to the Allworx server admin page, navigate to Phone System > Audit PIN Codes, and
locate the Audit PIN Codes section.
2. Click one of the following links:
add new Enter the new PIN code and description in the respective fields, and then Click Add to save the changes
PIN code or Cancel to disregard the request.
To change the PIN code length, see “Manage the Services” on page 46
Modify Change the current PIN code and description. Click Update to save the changes or Cancel to disregard
the request.
Delete The server removes the PIN code from the list.
1. Confirm this is the PIN code to remove.
2. Click Delete to remove the user from the list or Cancel to disregard the change.
To enable or disable the Audit PIN Code Verification:

1. Log in to the Allworx server admin page, navigate to Phone System > Audit PIN Codes.
2. Locate the Audit Pin Code Configuration section and click modify.
1. Extensions may vary per system. If using a non-default Internal Dial Plan, consult the My Allworx Manager Phone
Functions tab to determine what extensions to use for the corresponding feature.
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3. Select one of the following options from the drop-down list:
Enabled The Allworx server verifies that the PIN code is the correct length and loaded in the PIN code list on
the Allworx server.
Disabled The Allworx server only checks for the correct PIN code length.
4. Click the Update button to save changes or Cancel to disregard the request.
Click here to return to the Install Checklist .
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Chapter 4 Auto Attendants

Auto Attendants answer incoming calls
automatically, and then directs the callers to the Prerequisites
appropriate person or department using the
dial-by-name or company phone directory. Allworx System Administrator
Each Auto Attendant supports the Open and
Closed greeting and up to seven custom Feature Key No
Required
greetings and one custom message for each
Auto Attendant with a length limit of 15 minutes
per greeting or message. Users with permissions to record and manage custom Auto Attendant
greetings and messages and can assign each Auto Attendant to a different schedule. See “Number of
Auto Attendants Supported” on page 6 for the number of Auto Attendants each Allworx server
supports.
Example: use one Auto Attendant to answer calls for Sales and another Auto Attendant to answer calls
for Support. Each Auto Attendant plays a greeting specific to the assigned department.
4.1 Setup Checklist

Follow the order of the steps to successfully setup the Auto Attendant.
Step Description Installation Guide Link

1 Configure the Auto Attendant. “Configure the Auto Attendant” on page 17
2 Create an extension and/or assign the Auto Attendant to an outside “Extensions” on page 55 or “Manage Analog
line, and then update the call route to the Auto Attendant. Central Office (CO) Lines” on page 98
3 Record the custom greetings and messages for each Auto Attendant. “Record Auto Attendant Greetings and
Messages” on page 20
4 Configure the Auto Attendant greetings to change, per time of day. “Schedules” on page 123
4.2 Configure the Auto Attendant

To configure an Auto Attendant:
1. Log in to the Allworx server admin page, navigate to Phone System > Auto Attendants. The
Auto Attendants display with the assigned extension (4301 to 43xx1 - where xx is the maximum
number of Auto Attendants supported by the Allworx server) and Auto Attendant number.
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2. Locate the Auto Attendant and click the additional information arrow , if necessary. Click one
of the following links:
modify Change the Auto Attendant configuration. Select the settings to update in the drop-down list. See “Auto
Attendant Configuration Settings” on page 18 for more settings information.
reset Change the configuration to the factory defaults. Select an option:
• Reset to default settings, but keep all custom recordings
• Delete all custom recordings
• Reset to default settings AND delete all custom recordings
Click Reset to update the settings or Cancel to leave the settings as is.
3. Click Update to save the settings or Cancel to disregard the request.
Auto Attendant Configuration Settings
Features and Prompts

Description Enter description of the Auto Attendant.
Schedule Select the schedule created for switching greetings. See “Schedules” on page 123 for more information.
Include Remote For multi-site networks - includes users from other sites in Dial-By-Name.
Users • Enabled
• Disabled (Default)
Dial-By-Name Menu Enable callers to select an Allworx user by typing the user’s name based on the setting in the Dial-By-Name Spell
(#1) Option field.
• Enabled
• Disabled (Default)
Dial-By-Name Prompt: Press 1 to dial by name.
Prompt • Do not play
• Play (Default)
Dial-By-Name Spell Select the spelling method for the Dial-By-Name option.
Options • spell first or last name
• spell last name
• spell first name
Dial-By Directory Enable the caller to listen to a list of users and extensions, and then enter an extension.
Menu (#2) • Disabled
• Enabled (Default)
Note: The system automatically disables Dial-By-Directory if there are more than 50 users assigned to the Auto
Attendant
Dial-By-Directory Prompt: Press 2 for a listing of all users and extensions.
• Play (default)
Note: The system automatically disables Dial-By-Directory if there are more than 50 users assigned to the Auto
Attendant.
Dial-By-Directory List Controls the order in which the directory is spoken.
Order • List in extension order
• List in name order
Dial It Now Prompt Prompt: If you know your party's extension you may dial it now.
• Do not play
• Play (default)
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Repeat Menu Identifies what repeats when requested by the caller.

Behavior • replay Custom Message only
• replay Greeting Only
• replay Greeting and Custom Message
Repeat Options Prompt: Press * to listen to these choices again.
• Play (default)
Speed Dial Numbers (support for dialing 350-399, 34000-34999* from main menu)
(listed as *250-*299 AND *24000-*24999)
• Allowed
• Not Allowed (default)
Day Mode Menu Identifies if users can dial the Menu Shortcuts in Day or Night Mode for each Auto Attendant.
Shortcuts • Allowed (default)
• Not Allowed
Night Mode Menu
Shortcuts
Day Mode Internal Restricts what internal calls can be made from each Auto Attendant based on the day mode.
Call Restriction • Auto Attendant Default - blocks all calls except the following (examples are from the Default Dial Plan, 3-digit,
not using extension mode):
Night Mode Internal • Operator (x0)
Call Restriction • Conference Center (x408)
• Other Auto Attendants (x400, x43n)
• Call Queues (x44n)
• Message Center (x404)
• User and System Extensions (x1nn, x2nn)
• Speed Dial 3 and 5 digits (x350-300, x34nnn)
• Leave a message (x3 + user extension)
• Message Center for user (x6 + user extension)
• <List of available restrictions>
After Select the number of seconds (1 to 15) with no input, and then indicate the next step.
• Replay Menu
• Transfer to <select an extension/user>
Menu Shortcuts
The Allworx administrator can configure the Auto Attendant to enable dialing digits 0 through 9 as single-digit Menu Shortcuts. Dialing
the digit transfers a caller to a designated extension, another Auto Attendant, Dial-By-Directory, or Dial-By-Name.
To use the Dial-by-name or Dial-By-Directory option, enable the option and set the Dial-By-Name or Dial-By-Directory Prompts to Do
not play.
Day Mode Menu Select an option from the drop-down list:
Shortcuts • disabled - turns off the Menu Shortcuts option.
• enabled - select an extension in the drop-down list for the corresponding digit. The default assignment is ‘0 –
Night Mode Menu operator’* and does not provide the option of Dial-By-Directory or Dial-By-Name.
Shortcuts • use Day Mode - the Menu Shortcuts are the same for both Day and Night Mode. Available on Night Mode
Menu Shortcuts only.
* Extensions
may vary per system. If using a non-default Internal Dial Plan, consult the My Allworx Manager Phone Functions tab to
determine what extensions to use for the corresponding feature.
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4.3 Record Auto Attendant Greetings and Messages

Auto Attendants play built-in or custom greetings and messages. Users with Recording Manager
permissions can record the greetings Offline up to 15 minutes in length, and then import the greetings
into the system see “To import/export greetings and messages:” on page 21 for more information. Or,
record up to nine greetings and one custom message for each Auto Attendant using the Message
Center on the phone.
To enable Recording Manager permissions, see “To modify or delete existing users:” on page 133 and
update the following settings:
Roles Select System or Phone Administrator for access to Auto Attendants.

Recording Manager Select the specific Auto Attendants for the user.
The Allworx system plays the greetings, messages, and prompts in this order:
• Business schedule greeting – for the current time of day (See “Manage the Greetings” on
page 123.).
• Custom message (This does NOT change based on the business schedule)
• Other selected, built-in prompts.
When routing a caller to an Auto Attendant after playing all prompts, if the caller presses * to hear the selections
Note: again, the system skips the business schedule greeting.
To record a new greeting / custom message or manage the Auto Attendant schedule:
To modify the greetings (Auto Attendant) or custom messages, the user (not the administrator) must have Allworx
Note: System Administrator or Allworx Phone Administrator role permissions.
Allworx does not recommend using an Reach handset to record new greetings or queue messages as the ability of
Note: the server to record greetings is intolerant of network packet loss. As a result, recordings made via lossy networks
may have impaired quality. Local or wired networks are best for making these recordings.
For systems with Dual Language Support: Users cannot change languages within the Message Center. To record new
Note: messages in a second language, select an option:
• Setup an account configured for the secondary language, and then record the greetings using that account.
• Temporarily modify the user’s default language to match the secondary language of the system.
1. Dial the Message Center extension (4041).
2. Log in using the assigned extension and PIN code.
3. Press 9 to manage greetings, and then press 1 to manage the Auto Attendant.
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4. Press the number corresponding to the Auto Attendant (4301 to 43xx1 - where xx is the
maximum number of Auto Attendants supported by the Allworx server).
5. Press 1 to manage the greetings for the selected Auto Attendant.
a. Enter the number (0 through 8) of the greeting to record.
b. Press 2 to record a new greeting.

c. Record the new greeting and press ‘#’ when complete.
d. Press 1 to save the greeting.
6. Press 1 to record additional greetings or press # to go to the previous menu to manage other
Auto Attendants.
7. Press 2 to manage the custom message for the Auto Attendant.
Greeting Sample Script

Greeting 0 Welcome to <your company name>, your best source for <product>.
(Open) Dial 1 for store hours and directions. Dial 2 for Sales. Dial 3 for Service. Dial 0 to reach the operator.
Greeting 1 Welcome to <your company name>, your best source for <product>. We are currently closed, but we will
(Closed) re-open at <opening time>. Our hours are <hours of operation>. If you know your party’s extension, you
may dial it now. You may also leave a message in our general mailbox at extension <number>.
Custom <Your company name> is the premier provider of <products>. We specialize in <specialty>. Our latest
product is...
To import/export greetings and messages:

Import the greetings and messages recorded off-line onto the Allworx system. The files use a specific
internal format and have a specific file name format - Example: aa#x.snd. The filename for the status
message for Auto Attendant 2 is “aa20.snd”.
Digit Description
# Replace with the Auto Attendant number 1 through 9
x Replace with greeting number (0 through 9 - Use '0' for the Open greeting, '1' closed greeting) or “c” for Custom Message.
See “Custom Recordings” on page 215 for more information.
To manage the Auto Attendant schedule:

This option is only available to users with recording manager permissions on Allworx systems.
1. Log in to the Audio Message Center and press 9 on the numeric keypad.
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2. Select option 1 (To manage the Auto Attendant), and then select the Auto Attendant (4301 to
43xx1 - where xx is the maximum number of Auto Attendants supported by the Allworx server)
number to change.
3. Select option 3 (To manage the schedule). The following message plays, “The Auto Attendant is
using schedule <number>. To select a different schedule, enter the schedule number followed
by #.”
4. Enter the schedule number, and then enter the # sign. After successfully selecting a different
schedule, the user hears, “The Auto Attendant has been changed to use schedule <number>.”
The Message Center returns to the Manage Auto Attendant Menu.
If selecting a different schedule is unsuccessful, the user hears, “You must enter a valid schedule
number.” The Message Center returns to the Manage Auto Attendant Schedule Menu.
4.4 Assign the Auto Attendant to an Outside Line

The default Auto Attendant determines the setting when selected in the configuration of the outside
line. To assign the Auto Attendant to an outside line, see “Manage Analog Central Office (CO) Lines”
Follow the same procedure for any of the outside lines, including SIP Gateways and SIP Proxies.
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Chapter 5 Business Information

Business Information feature enables entering
information about the primary business contact. Prerequisites

Providing this information is recommended but Allworx System Administrator
not required. Phone Administrator role
To manage the business information: Feature Key Required No

1. Log in to the Allworx server admin page,
and navigate to Phone System > Business Information. The Business Information page
displays.
2. Click Modify and enter the business information in the fields provided.
For activated Connect servers, there is an option to import the customer business information
from the registration information on the Portal.
3. Click Update to save change or Cancel to disregard the request.
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Chapter 6 Call Park

Call Park feature places a call on a system wide
hold via a designated extension number and Prerequisites
retrieving the same call on any other handset. Access Permissions Allworx Server Administrator
Example: park a call from one office, and then Phone Administrator role
walk to another office to retrieve the call. Feature Key Required No
Allworx servers support up to 59 parked calls at one time using Parking Orbit extensions between 701
to 7091 and 4950 to 49991 and assigns the parked call the lowest available Parking Orbit number.
To configure the Parking Orbit:

1. Log in to the Allworx server admin page, and navigate to Phone System > Call Park.
2. Click one of the following options:
Call Park > modify

Timeout (seconds) Enter a value in seconds for the call to timeout. Default is 600 seconds.
After timeout Sends the call to the next stop in the call route. Options include:
• Transfer caller to handset that parked call, on busy <select an extension from the drop-down
list>.
• Transfer caller to extension <select an extension from the drop-down list>. Default is the Default
Auto Attendant.
Multi-Site Parking > modify

Permit other sites Enables users at other sites to retrieve calls parked in its Parking Orbits.
to retrieve parked • The server must participate in Multi-Site Parking Orbits.
calls from this site. All sites that participate share 150 Multi-Site Parking Orbits at extensions between 4800 and 49491.
• See the Allworx Advanced Multi-site User Guide for information on configuring Multi-site
parking.
1. Check the box to enable.
2. Enter the number of parking orbits to use per site. The Call Park page displays the Number of
Orbits and the Retrieve # for each site.
3. Click Update to save the changes or Cancel to disregard the request.
To configure the Allworx IP phone PFKs for parking orbits, see “Manage the Programmable Function
Keys (PFKs)” on page 68 for more information.
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Chapter 7 Call Queues/ACD

Call Queues/ACD distributes calls to a specific set
Prerequisites
of users.
The Allworx system manages and distributes the Allworx System Administrator
incoming calls that are too numerous for agents
to answer immediately in a first-in-first-out Feature Key Required • Call Queuing
• Automatic Call Distribution
order.
The Call Queue feature works only with Allworx IP phones, no other manufacturer’s phones support this feature.
Note:
Pressing the phone MUTE/DND button does not stop incoming queue calls.
Note:
Available features:
• Provides feedback to call queues callers:
• greeting plays when calls enter the queue.
• configurable periodic status messages while waiting in the Call Queue.
• ringing for waiting customers to hear, as an alternative to the periodic status messages.
• Using an Allworx IP phone, agents can:
• log in and out of queues.
• receive calls from or answer calls in a queue.
• monitor the status of the queues.
• Configure the maximum wait time for a call before hanging up or transferring to: an Auto
Attendant, an extension, another queue, or a user’s voicemail.
• Exit the queue at any time by pressing zero. Different exit routes can be set up for each queue.
• Statistics for all queues are available from My Allworx Manager, as an export file and streamed to
a PC on the network using a TCP streaming port number configured on the Allworx server.
Allworx server Call Queues/ACD support
Allworx Server Allworx Connect Server

6x12 6x 48x 320/324 530/536 731
Maximum calls in one queue 8 8 16 12 30 60
Total calls in all queues 16 16 64 12 30 60
Call queues X X X X X X
ACD queues X X X X
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7.1 Setup Checklist

Follow the order of the steps to successfully setup a Call Queue.
Ring All Queue

1 Set the Distribution Mode set to Ring All. “To manage the Call Queues/ACD settings:” on page 29.
2 Assign Queue Appearance PFK to phones assigned/available “Manage the Programmable Function Keys (PFKs)” on
to agents. page 68
3 Agents log in to queue with Queue Appearance PFK (by Allworx Server User Guide
default, Queue Appearance PFKs are set to automatically log
in when the phones start up).
4 (Optional) Assign the Queue Alarm PFK to any Allworx “Manage the Programmable Function Keys (PFKs)” on
phones. page 68
Automated Call Distribution Queuing

5 Set the distribution mode to one of the ACD features. “To manage the Call Queues/ACD settings:” on page 29
6 Assign a user as queue supervisor (the admin user is a queue “User Template Settings” on page 136
supervisor).
7 Queue supervisor assigns agents to single or multiple queues Allworx Server User Guide
in My Allworx Manager.
8 Assign an ACD appearance PFK to the agent Allworx IP phone “Manage the Programmable Function Keys (PFKs)” on
(ACD queuing requires Allworx IP phones). page 68
9 (optional) Assign the Queue Alarm PFK to any Allworx
phones.
10 Agents log in to queue with ACD Appearance PFK. Allworx Server User Guide
11 Enable Call Queue supervisor permissions. “User Template Settings” on page 136
All Call Queues

12 Configure calls to route to a Call Queue. “Manage Calls to Route to a Call Queue” on page 32
13 Route the calls using an Auto Attendant to the Call Queue. “Route a Call using Auto Attendant to a Call Queue” on
page 32
14 View the Call Queue statistics. “Display Queue Statistics” on page 33
15 Record the custom greetings and messages for each queue. “Record Queue Greetings and Messages” on page 33
16 Import the custom greetings/messages for each queue. “Import Greetings and Messages” on page 34
7.2 Set Up A Call Queue: Ring All

The Ring-All distribution rings all phones assigned a Queue Appearance PFK logged into the queue
simultaneously. If there are any callers pending in the queue, all available phones ring according to the
configured behavior. Caller ID information during inbound ringing and statistics related to specific
agents is not available.
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To place calls directly into the queue:

See “Extensions” on page 55. for more information about the steps below.
1. Create a system extension for each queue, such as a Customer Support system extension. Define
the call route to immediately transfer calls to the Customer Support queue.
2. Define the call route of the outside line to direct calls to the Customer Support system
extension.
7.3 Set Up An Automated Call Distribution Queue

Automated Call Distribution Queues use any of the other available distribution features, and directs
each call to a specific agent with an assigned ACD Appearance PFK. The Allworx 6x12 and Connect 300
series servers do not support ACD queuing. The ACD Call Distribution settings include:
Linear Priority Distribute calls based on a prioritized list of agents. The queue supervisor sets the priority by assigning a unique
ranking to each agent. As each call comes in, it goes to the available agent with the highest priority ranking.
Sequential Distribute calls in a circular manner to the logged-in agents, and evenly distribute the calls so the agents have an
Round-Robin opportunity to answer approximately the same number of calls.
• Maintains a list of available agents. When a call gets to the front of the queue, the next agent on the list
receives it. When agents log in, they are put at the bottom of the list.
• After the last agent on the list receives a call, the distribution option returns to the top of the list. If the agent
in line to receive the next call is currently busy with another call, the call goes to the next agent on the list. The
busy agent that missed the call moves down the list of agents to receive the next call when they are available.
Fairness-Longest Distribute calls to logged-in agents that are idle for the longest time to evenly distribute the calls so that all
Idle agents spend approximately the same amount of time on calls.
• Maintains a list of all available agents. When a call gets to the front of the queue, the next agent on the list
receives it.
• Places agents at the top of the list after logging in. After completing a call, the agent moves to the bottom of
the list.
7.4 Manage Call Queues / ACD

To manage the Call Queues/ACD settings:
1. Log in to the server admin page and navigate to Phone System > Call Queues/ACD page.
2. Click one of the Call Queues / ACD options options:
manage Provides a short cut to the custom recordings settings played by the Call Queues. See “Custom Recordings”
View Provides a short cut to the Languages settings page. See “Languages” on page 87 for more information.
This feature is only available to Allworx Server or Allworx System Administrators.
3. Click the more information button ( ) to expand the queue. Click modify. Change the Call
Queue / ACD settings. See “Call Queue /ACD Settings” on page 30.
4. Click Update to save the updated Queue Streaming Settings or Cancel to disregard the request.
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5. Click modify to update the Queue Streaming Settings or the ACD Queue Busy Reasons. Click
the Update button to save the changes or Cancel to disregard the request.
Queue Streaming Monitor the Call Queue statistics in real-time by streaming the data to a client application
Settings connected to a specified TCP port on the Allworx service LAN interface.
• Provides a mechanism for the development of a third party wallboard application.
• To set up the streaming queue data:
1. Set the Queue Streaming field to:
• Do not stream Call Queue Data
• Stream Call Queue data
2. Set the Queue Streaming Port to the appropriate TCP port setting (1 through 65535; the default
is 16367).
When there is queue activity (e.g. callers enter, are serviced, exit queues, agent logs in or out, etc.)
the data streams. Each record is a complete XML file. See the Allworx ACD Statistics Collection
Internet Interface document for a complete definition of the record layout.
To receive and view this data, use a Telnet application (e.g., HyperTerminal) configured to log data
from the TCP port configured on the server for ACD data streaming. The client connections limit is
16.
ACD Queue Busy Change the ACD Queue busy reasons. Enter the Queue Busy Reason description in the available
Reasons field, and then restart the server for the changes to take effect.
Call Queue /ACD Settings
Description* Textual description of the queue (e.g., Sales, Tech Support). The system displays this description in
other areas (e.g., Statistics, handset display screen, etc).
Distribution Mode - Ring All Select the Call Queue: Ring All option.
Distribution Mode - ACD Select any option except the Ring All option.
• ACD: Fairness - Longest Idle
• ACD: Linear Priority
• ACD: Sequential Round Robin
Replay Status Message Enter a value (seconds) between successive status update messages. Entering zero (0) disables the
status message.
Maximum Wait Enter a value (minutes) callers can wait in a queue; after exceeding this period the call to the
beginning of the queue. Entering zero (0) enables the caller to wait without a limit.
When queue answers call Select the option for the caller to hear while waiting in the queue:
• Play queue prompts
• Do no play prompts (caller hears ringback)
Queue Depth Alarm Threshold Enter a value (number of calls in the queue) to trigger the Queue Alarm PFK for yellow and red
alarm levels. Entering zero (0) does not trigger an alarm.
Wait Time Alarm Threshold Enter a value (seconds) to trigger the Queue Alarm PFK for yellow and red alarm levels.
Hold Music Selection Select the hold music source that callers hear while waiting in the queue from the drop-down list.
When caller leaves queue Calls can exit the queue under any of the following conditions:
due to • Maximum wait time expired
• Queue is full
• Caller presses 0
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When caller leaves queue Click the more information arrow and select one of the following routes for each exit conditions:
due to (con’t) • Hang up
• Transfer to extension <specify extension>
• Transfer to voicemail for user <specify user>
• Transfer to Call Queue <specify call queue>
ACD settings - only
Maximum Rings Enter a value (number of rings) agents have to answer a call. If the agent does not answer the call
before the maximum number of rings, the system sets the agent to unavailable (No Answer), and
the call returns to the front of the queue. The call rings the next available agent.
NOTE: the system does not log out agents for not answering calls from an ACD queue even while
on another call.
Wrap Up Time* Enter a value (seconds) the agent has available after ending a call before the system makes the
agent available to receive subsequent ACD queue calls. Agents can dismiss/end the wrap up time
from the handset. Reboot the agents phones to apply changes to wrap up time.
When no agents are Select the option for callers entering the queue:
logged in • Force callers to leave queue immediately
• Allow callers to wait in queue
When calls are received with Select the option for callers when agents are unavailable:
all agents busy • Allow callers to enter queue
• Don’t answer, treat as if caller left queue
When all agents are in Select the option for call when all agents are unavailable due to the No Answer state:
No Answer state • Force callers to leave queue immediately
• Allow callers to wait in queue
Last Agent in queue Select the option for the last agent:
• Is allowed to logout of queue
• Is NOT allowed to logout of queue
NOTE: If the last agent servicing a queue does not pick up a call within the maximum number of
rings, the system sets the agent to unavailable (No Answer). Queue Supervisors can log any agent
out, regardless of this setting.
Distribute calls to busy Select to enable or disable distributing calls to agent handsets that are currently busy with non-
handsets ACD calls. A busy handset is an agent handset any active call.
Play greeting before call Select enabled for calls to wait for the greeting message to complete if an agent is available or
distribution disabled to distribute calls immediately upon entering the queue. In either case, the messages play
until the agent picks up the call.
Queue Priority Select a lower number to indicate a higher priority. When an agent is logged into more than one
queue, the next call comes from the highest priority queue where calls are waiting.
For example, if the VIP Queue has priority 0 and the Support Queue has priority 3, the agent
always gets calls from the VIP Queue first. The only time a call from the Support Queue goes to the
agent is if the VIP Queue has no calls. Queues that have the same priority function the same way as
previous releases.
Agents Click show to view and assign agents to the Call Queue. Also sets the order of linear priority
distribution mode. Click hide for no display.
* Agent must log out and back into the Queue to use the new value.
To configure the Allworx IP phone:

Configure an Allworx IP phone Programmable Function Key (PFK) as a Queue Appearance. See
“Manage the Programmable Function Keys (PFKs)” on page 68 for more information. The PFK monitors
the status of a queue and answer calls in the queue.
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7.5 Manage Call Supervision

The supervisor presses the Call Supervision PFK, enters an agent extension, and begins supervising the
call. If the supervisor has a BLF PFK for the agent, press the Call Supervision PFK followed by the BLF
PFK to initiate the session. There is no indication to the agent that supervision is in progress.
Call supervision is available via a PFK configured on the supervisor’s Allworx phone. See “Manage the
Programmable Function Keys (PFKs)” on page 68 to configure the handset. Enable the agent phone for
supervision by modifying the agent Call Supervision setting of the Handset Preference Group.
7.6 Manage Calls to Route to a Call Queue

Calls enter a queue when routed by an extension. Select a queue for the final call route of an extension
(refer to this extension as the “queue extension”). Route the incoming calls to the queue extension:
• route outside lines directly to the queue extension, see “Manage Call Routes” on page 58.
• configure an Auto Attendant with a shortcut to the queue extension and route incoming calls to
the Auto Attendant, see Menu Shortcuts in “Auto Attendant Configuration Settings” on
page 18.
7.7 Route a Call using Auto Attendant to a Call Queue

Inbound calls come into an Auto Attendant. If configured, the Auto Attendant plays a custom greeting.
Example: “For Customer Support, press 2.” After pressing 2, the caller hears the queue greeting, and
the system places the call into the queue.
To configure the Call Routing to an Auto Attendant, and then to a Call Queue:
1. Define the call route of the outside line to direct calls to the Auto Attendant. See “Manage Call
Routes” on page 58 for more information.
2. Create a Customer Support extension. Define the call route to immediately transfer calls to the
Customer Support queue. See “Add New Extension” on page 55 for more information.
3. Record an Auto Attendant custom greeting instructing the caller to press 2 to reach Customer
Support. See “Record Auto Attendant Greetings and Messages” on page 20 for more
information.
4. Configure the Auto Attendant menu shortcut for digit 2 to transfer calls to the Customer
Support system extension. See “Auto Attendant Configuration Settings” on page 18 for more
information.
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7.8 Display Queue Statistics

Allworx ACD Queuing offers a rich variety of statistics to monitor, track, and analyze queue activity. The
statistics are available in three ways:
• view via My Allworx Manager.

• export to XLS file from My Allworx Manager.
• stream to an external device connected to server.
7.8.1 Display Queue Statistics Report

All users can see the agents of the logged in queues. The statistics are available for queues determined
by if the queue is a Ring All queue or an ACD queue. See the Allworx Server User Guide for report
information.
7.8.2 Display Live Calls

To display the live calls from the queue, see “Live Calls” on page 201 for more information.
7.9 Record Queue Greetings and Messages

Call queues play built-in or site-specific greetings and messages. Users with Recording Manager
permissions can record the greetings Offline, and then import the greetings into the system (see
“Import Greetings and Messages” on page 34 for more information) or record up to nine (9) greetings
and one (1) custom message for each Call Queue using the phone through the Message Center.
To enable Recording Manager permissions, see “To modify or delete existing users:” on page 133 and
update the Recording Manager setting. Select the specific Call Queue for the user.
To record a new queue greeting and status message:
Allworx does not recommend using a Reach handset to record new greetings or queue messages as the ability of the
Note: server to record greetings is intolerant of network packet loss. As a result, recordings made via lossy networks may
have impaired quality. Local or wired networks are best for making recordings.
For systems with Dual Language Support: Users cannot change languages within the Message Center. To record new
Note: messages in a second language, select an option:
• Setup an account configured for the secondary language, and then record the greetings using that account.
• Temporarily modify the user’s default language to match the secondary language of the system.
1. Dial the Message Center extension, 4041 from the phone.
2. Log in using the assigned Allworx PIN followed by the # sign.
If configuring the system for Dual Language Support, the system associates the new greetings
and messages with the current language. To record greetings for an alternate language, switch
languages before proceeding to the next step.
1. Extensions may vary per system. If you are using a non-default Internal Dial Plan, consult the Phone Features tab
of the My Allworx Manager page to determine what extensions to use for the corresponding feature.
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3. Dial 9 to manage recordings, and then dial 2 to manage Call Queue.
4. Enter the number of the Call Queue to manage (0 through 9).
5. Dial 1 for the greeting or 2 for the status message.
Dial Greeting Dial Greeting

1 Manage Call Queue greeting # Return to the Auto Attendant
2 Manage Call Queue status message * Replay the options
6. Dial 2 to start recording. Begin speaking after the beep.
7. Dial # to stop recording and select from the following options:
Dial Greeting Dial Greeting

1 Save the greeting # Cancel the changes
2 Change the greeting * Replay the options
3 Review the greeting
8. Hang up to end the session.
7.10 Import Greetings and Messages

Import the greetings and messages recorded Offline onto the Allworx system. The files use a specific
internal format and have a specific file name format - Example: cq#x.snd. The filename for the status
message for Call Queue 3 is “cq3s.snd”.
Format Digit Description

# Replace with a Call Queue number 0 through 9.
x Replace with “g” for greeting or “s” for status message.
See “Custom Recordings” on page 215 for more information.
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Chapter 8 Conference Center

Conference Center enables users to reserve
conference bridges using My Allworx Manager Prerequisites
while enforcing password restricted access to the
conference for attendees. Allworx System Administrator
The Conference Center terminates the call ff the
conference call extends beyond the scheduled Feature Key Required Conference Center
end time unless there are other scheduled
conference calls.
Server Type Termination

Allworx 6x, 6x12, Connect A scheduled or unscheduled conference currently in use automatically terminates when another scheduled
300 and 500 series conference begins.
Servers • An unscheduled conference does not terminate conferences in session.
• Supports one active conference at a time.
Allworx 48x, Connect 731 When using all conference bridges and a new conference is scheduled to begin, the server terminates the
Servers unscheduled conference with the oldest start time first.
• If none of the unscheduled conferences are in use (i.e., all in-use conferences are scheduled conferences),
the server terminates the conference farthest past the scheduled duration.
• Initiation of an unscheduled conference does not terminate conferences in session.
To manage the conference calls:

1. Log in to the Allworx server admin page, navigate to Phone System > Conference Center. The
server displays a list of scheduled conferences.
2. Locate the conference and click one of the following links:
end conference Terminates the in-process conference call.

modify Change the description, password, and moderator. Click Update to save the changes or Cancel to
disregard the request.
Enabled / Disabled Check or uncheck the box to activate or deactivate the specified conference, respectively.
Delete Removes the conference call from the schedule. Click Delete to save changes or Cancel to disregard
the request.
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Chapter 9 Dial Plan

Dial Plan manages the internal extension length
and the Emergency Number Dialing. Prerequisites
Additionally, Allworx administrators can
customize the digits for users to dial to access to Access Permissions Allworx Server Administrator
the Allworx server features. Phone Administrator role

9.1 Setup Checklist
Follow the order of the steps to successfully setup the Dial Plan.

1 Set up the Internal Extension Length before defining users, “Manage the Internal Extension Length” on page 37
handsets, or extensions.
2 Set up the Internal Dial Plan. “To manage the Internal Dial Plan:” on page 39
3 Set up the Service Groups. “Manage DID Routing Configuration” on page 40
4 Set up the External Dialing Rules (including “Manage External Dialing Rules” on page 42
Emergency Number Dialing).
5 Set up the Dialing Privileges Groups. “Manage Dialing Privileges Groups” on page 46
9.2 Manage the Internal Extension Length

This feature is compatible with Reach 2.0.7 (minimum) and Interact 2.3 (minimum)
Note:
Define users, handsets, or extensions, and then increase the internal extension length.
Note:
Internal extension lengths cannot be decreased AFTER increasing extension length. It is highly recommended that
Caution: Allworx administrators perform an OfficeSafe Backup before increasing the extension length.Once the system
extension length has increased, Allworx administrators can only decrease the extension length by using an OfficeSafe
Restore, which resets the Allworx server to the backed-up configuration.
Configure the handset extensions from three (default) up to six digits. All existing extensions expand to
the new length. After increasing the internal extension length to 5 or 6 digits, the extensions show
available link is no longer available on the following web admin pages:
• Phone System > Users > add new user

• Phone System > Users > Modify
• Phone System > Extensions > add new extension
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In addition to the changes in user and system extensions, the following server configurations
automatically update when changing the internal extension length:
• Extension call routes including Internal Caller-ID checking • Speed Dial PFK (differs from Personal Speed Dial PFK)
• System Speed Dials (the Speed Dial extension doesn’t change • Default Extensions, extensions accessed by Shortcuts, and “Dial
but the dialed extension changes) By Directory” listings of Auto Attendants
• DID mappings • Off hook digits dialed for handsets
• Incoming outside line call routes • Call Detail Records (prior records are unaffected by the change)
Extension Length changes do not affect the following server configurations1:
• System Speed Dial extensions (350-399, 34000-34999) • Conference Center (408)

• Call Park extension and Parking Orbits (700-709) • Paging extensions (460-469)
• Auto-Attendant extensions (400, 4301-43xx*) • Queue extensions (4400-4409, 4410-4419)
• Door Relay (403) • Modifying Internal Dial Plan
• Message Center (404) • Personal Speed Dials
(users must modify since the phone stores the numbers)
* Where xx is the maximum number of Auto Attendants supported by the Allworx server.
To change the extension length:

Servers that are part of multi-site networks cannot change the Extension Length.
Note:
Existing extensions change after modifying the system extension length.
Note:
Internal extension lengths cannot be decreased AFTER increasing extension length. It is highly recommended that
Caution: Allworx administrators perform an OfficeSafe Backup before increasing the extension length.Once the system
extension length has increased, Allworx administrators can only decrease the extension length by using an OfficeSafe
Restore, which resets the Allworx server to the backed-up configuration.
1. Log in to the Allworx server admin page. Navigate to Phone System > Dial Plan.
2. Locate the Internal Extension Length section, and click modify.
3. Select the number of digits to use for the extensions in the drop-down list.
4. Click Update to save the changes or Cancel to disregard the changes.
5. Update other dial plan changes, as needed, and then click Reboot Phones to update the
handsets to the new configuration.
1. Extensions may vary per system. When using a non-default Internal Dial Plan, consult the My Allworx Manager
Phone Features tab to determine what extensions to use for the corresponding feature.
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9.3 Manage Internal Dial Plan

The Internal Dial Plan specifies the first digit for user extensions and other PBX functions such as
forwarding calls and accessing outside lines. There are two configuration modes for the Internal Dial
Plan:
Normal Mode User and system extensions are a continuous range of extensions numbers. The numeric range varies between
1xx and 9xx. Example: three-digit extensions between 100 and 299 or between 700 and 899.
System functions (Speed Dials and retrieving parked calls) are in other ranges not assigned to user extensions.
Extension Mode User and system extensions can be in any numeric range. The server reserves only the operator digit (e.g.,0) and
the PBX external dial digit (e.g., 9). System functions begin with an asterisk (*). Example: extensions can range
between 100 and 899 or 1000 and 8999.
To manage the Internal Dial Plan:

2. Locate the Internal Dial Plan section, and click one of the following options:
modify Change the internal dial plan settings.

• Default: Normal mode
• Extension Mode: click the checkbox.
NOTE: If the system is part of a Multi-site network, the Allworx administrator cannot change the Internal Dial
Plan between Normal Mode and Extension Mode.
view Opens the My Allworx Manager log in page. Enter the user Username and Password, and then click Login.
The Phone Functions Reference Card page displays in a new browser window.
3. Select the leading digit from the drop-down list in the first column. The table displays examples
of the dialing plan during the selection process
4. Click Update to save the changes or Cancel to disregard the changes.The Dial Plan page
displays. Locate the top message about rebooting Allworx phones and click Reboot Phones to
update the handsets to the new configuration.
Internal Dial Plan Settings
User and System Identifies the first number used for phone extensions.
Extensions
Operator Identifies the number for callers to dial to contact the internal operator.
External Call access Identifies the number to dial first to gain access to an outside line. Follows the External Dialing Rules.
Enterprise calling Enables a third party SIP server to be the central hub for calls between multiple sites that have Allworx
servers. This provides a centralized phone book and administrative service for the entire VoIP network.
Internal station access Reserved for system
Speed dial numbers Identifies the number to indicate a speed dial number follows.
Message Center Short-cut access to the Message Center to:
• manage presence and presence greetings
• name recording
• PIN
• access and listen to voicemail messages (even from another Allworx phone).
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Call Functions Identifies the initial number to dial to access various call functions (park/pickup/audit pin code).
Leave a voicemail for Identifies the initial number to dial to access a voicemail box to leave a message for another user.
extension
PBX Functions Identifies the initial number to dial to access various PBX functions - door relay, Conference Center, do not
disturb, Auto Attendants, Call Queues, call retrieve, call forwarding, or paging.
9.4 Manage DID Routing Configuration

Enables Allworx administrators to disable or enable the DID-to-extension mapping feature. If disabled,
the internally dialed DID numbers route via the external dialing rules.
To manage the Internal Dial Plan:

2. Locate the DID Routing Configuration section.
3. Select an option from the drop-down list.
4. Click Update to save the changes or Cancel to disregard the changes.
9.5 Manage Service Groups

A Service Group is a collection of services use for placing outside calls. The Allworx server uses a
variety of services to place outside calls; some of these services are optimum for particular types of
calls. Example: the SIP Proxy might be the least expensive way to make long distance calls, but the CO
lines are best for local calls. The server creates several Service Groups automatically:
• All Digital Lines • All Digital Lines, CO Lines & SIP Gateways
• All SIP Proxies • No Devices (use to prevent placing external calls)
• All Trunk Devices • All Digital Lines & CO Lines
• All SIP Gateways
The Allworx administrator can define additional Service Groups to control the use of services or set of
services for certain dialed calls.
When initiating an outbound call using the Service Group, the server tries services in the group in
top-down order until an idle service is found. The call made uses the first idle service in the list.
Therefore, the last step in setting up a Service Group ensures that the order of the services reflects the
preferred use priority. When one of the services in the group is a SIP proxy, the server considers the SIP
proxy idle until reaching the Maximum Active Calls setting.
To manage the service group:

1. Log in to the Allworx server admin page, navigate to Phone System > Dial Plan.
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2. Locate the Service Groups section and click one of the following links:
add new Create an additional Service Group.

Service Group 1. Enter a Description for the new group.
2. Move the preferred services into the Service Group box.
3. (optional) User the Move Up or Move Down buttons to change the Services order.
4. Click Add to save the changes or Cancel to disregard the changes, and reboot the phones to update the
handsets to the new configuration. Requires no further action.
Copy Create a new dialing privileges group with the same settings as the copied group.
Modify Change the settings configuration.
1. Enter a Description for the new group.
2. Move the preferred services into the Service Group box.
3. (optional) User the Move Up or Move Down buttons to change the Services order.
4. Click Update to save the changes or Cancel to disregard the changes, and reboot the phones to update
the handsets to the new configuration. Requires no further action.
Delete Remove the current Service group from the server (the Allworx administrator cannot delete the default
group). Confirm the decision and click Delete to remove the Service Group from the server or Cancel to
disregard the request. Requires no further action.
9.5.1 Configure Remote Sites as Services

Remote sites should not be the only method available to place external calls. Loss of Internet connectivity between
Note: the local site and the remote site (at either end) may disable the ability to place calls including 911 Emergency calls.
Select remote sites as services for handling outbound calls. If the line selection process results in a
routing call to a remote site, the call connects using one of the remote sites’ outside lines. The dialing
rules configured on the remote site determines which lines to use and how to dial the number (with or
without area code).
The Allworx server automatically prevents configuring the dial plans on multiple sites accidentally to
avoid routing a call back and forth among the sites. If a call comes to a server from a remote site, the
receiving server does not forward the call to the same or other remote sites. If the dialing rule that the
call is using on the receiving site includes any remote sites, the system skips the remote sites and uses
another outside line service.
9.5.2 Configure Service Groups / Handset Outside Line Restrictions

Service Groups direct outbound calls to specific services. The server selects the first idle service in the
group. The handset configuration supports restricting the use of lines further when placing an outside
call. The server uses the number dialed to locate the configured Service Group for the outbound call.
After finding the first idle service in the group, the Outside Line Selection Method in the handset Call
Appearance Dialing Privileges Group is checked. If the idle service is restricted for the handset, it finds
the next idle service and requires the handset to check again. This continues until the system finds a
non-restricted idle service to place the call. If the server cannot find a non-restricted idle service, the
caller hears a fast busy signal to indicate there are no available outside lines.
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9.6 Manage External Dialing Rules

The external dialing rules indicate to the Allworx server what digit sequences are valid for dialing out
on the public phone network. As a user dials digits on an Allworx phone, the server collects the digits,
one at a time to place the call. Use the dialing Rules and Service Groups for Call Appearance, not for
Line Appearance calls because the Line Appearance accesses outside lines directly.
Enhanced external dialing rules supports matching specific dialing sequences and then deleting,
inserting, and/or appending digit strings to those numbers before sending the dial string to any SIP
Gateway, SIP proxy, T1/PRI Digital Line, or CO line. This flexible dialing supports programming the
dialing behavior of the Allworx server to match specific business needs. Examples:
Number Description
Local number Users dial a 7-digit number (normally not 1 + <area code>). The server collects the 7-digits dialed, and then
attempts to make the call. The server is not waiting for more digits.
Long distance Users normally dial 1 + <area code> + 7-digit local number. The server recognizes this case distinctly from
the local number case, and collects all 11 digits before attempting to make the call.
Some local calling areas Require dialing a <area code> + 7-digit number (without the 1 prefix) to properly dial some numbers. This
implies that these rules may vary depending on the local calling area with an installed Allworx server.
The server dialing rules automatically detects when an outbound dialed number is associated with an
internal extension (local or multi-site). When detecting this case, the system places the call to the
internal extension. The system considers 10-digit DIDs for matching and attempts to match all 10-digit
dialed calls as well as all 7-digit dialed calls, if the server home area code is set. If there are overlapping
DID blocks on a local server, the server uses the first matching DID. In a multi-site network, the local
server uses the DIDs for the local site first followed by the DIDs at the remote sites.
Example: DID 789-456-0123 maps to extension 101 (external call access number is 9 in this example)
Home Area Code

User Dials Call Placed to
set to 789
9-1-789-456-0123 N/A Extension 101.
9-456-0123 Yes Extension 101.
9-456-0123 No Phone number: 456-0123.
9.6.1 Manage the North American Numbering Plan Administration

(NANPA)
The Allworx server routes calls using the Service Group assigned to the type of number dialed. When
enabling or disabling NANPA, it changes the types of numbers dialed that the system supports.
To manage the NANPA settings:

1. Log in to the Allworx server admin page. Navigate to Phone System > Dial Plan > External
Dialing Rules.
2. Locate the North American Number Plan section, and click modify.
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3. Check the box to enable NANPA for installations in North America, and disable NANPA for all
other locations. When disabling NANPA (unchecked) access the outside lines using the steps
described in the Exceptions section, above. Click Update to save the changes or Cancel to
When enabling NANPA, the Allworx administrator cannot add, modify, or delete the default
rules. The rules affected by enabling NANPA are service rules, operator rules, emergency rules,
and 11-digit dialing rules. Exception: the Allworx administrator can add to the 11-digit dialing
rules, if the total digits is equal to 11.To add, modify, or delete the rules, the Allworx
administrator must disable NANPA.
NANPA Enabled Requirements

Rule Leading Digits Total Digits Auto Delete Existing
Service Rule 211 3 Yes
Operator Rule Operator 1 Yes
Emergency Rule Emergency Any Yes
Rules beginning with 1 1 [any other digits] Not equal to 11 Yes
9.6.2 Manage the Home Area Code Requirements

Some features of the Allworx server and phones (example: redialing from call history and when
mapping numbers to 11-digit forms to SIP proxies) require knowledge of the home area code. This
required information is part of the dialing rules to support those features to operate properly.
To manage the home area code:

1. Log in to the Allworx server admin page.
2. Navigate to Phone System > Dial Plan > External Dialing Rules > Home Area Code >
Modify.
3. Enter the area code in the field provided.
4. Click Update to save the change or Cancel to disregard the request.
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9.6.3 Select the Automatic Route

The dial method controls whether or not to include the area code when the placing the call. If the area
code is not properly configured for the local rules, the system may not correctly place local calls.
Configure the area codes to use the correct service for the local and other area codes and to use the
correct number of digits when placing the call.
To select the automatic route:

2. Locate the External Dialing Rules > Automatic Route Selection section.
Bulk Edit Delete the checked route definitions.
add new rule Activate another rule. See “Automatic Route Selection Rule Settings” on page 44 for more settings
information. Click Add to save the new rule or Cancel to disregard the request.
Modify Change the selected rule. See “Automatic Route Selection Rule Settings” on page 44 for more
settings information. Click Update to save the changes or Cancel to disregard the request.
4. Locate the message about rebooting Allworx phones and click Reboot Phones to update the
Automatic Route Selection Rule Settings
Setting Description
Leading Digits User dialed digits. For areas that require dialing the area code or other type exchange, this is the aaa (area
code). For areas that require dialing 1 + area code (or other exchange), this is 1aaa (aaa is the area code/
exchange).
Total Digits Number of digits (1 to 24) including digits 0-9 dialed by the user for the pattern.
Delete Leading Digits Number of the first 0 to 24 caller-dialed digits deleted from beginning of the dial string before sending the
request to a service group.
Insert Leading Digits Digits not dialed by the user. Inserted at the beginning of the dial string after deleting leading digits before
the string passes to the remote device. It is possible to insert 0 to 24 digits (0-9), #, *, or pauses (P).
Append Trailing Digits Digits added to the end of the dial string - 0 to 24 digits (0-9), #, *, or pauses (P).
Service Group Select an option from the drop-down list:
• All CO Lines
• All CO Lines & SIP Gateways
• All SIP Gateways
• All SIP Proxies
• All Trunk Devices
• Including any added service groups
• No Devices
Example 1:
Adding an area code with “Area code NOT dialed”. In this case, the user dials 1234567, the area code is
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585, and the output dial string is 15851234567.
Setting Description Setting Description

Leading Digits 0 Insert Leading Digits 1aaa
Total Digits 7 Append Trailing Digits 0
Delete Leading Digits 0
Example 2:
Adding an area code with “Area code dialed”. In this case, the user dials 5851234567, and the output
dial string is 15851234567.

Leading Digits aaa Insert Leading Digits 1aaa
Example 3:
Adding an area code with “1 + area code dialed”. The user dials 15851234567, and the output dial
string is 15851234567.

Leading Digits 1aaa Insert Leading Digits 0
9.6.4 Manage the Emergency Number Rules

Do not enter an Emergency number that conflicts with other dial plan options as this may result in the emergency
Note: center not being called.
Reboot Allworx phones when making changes to the Emergency values.
Note:
Do not attempt to place emergency (911) calls prior to activating the Connect server.
Caution:
Important: Prior to configuring the emergency dial plan, the emergency number rule defaults are:
Not Set Emergency Number: 911

Direct Dial: enabled (checked)
Set Uses the Emergency Number and Direct Dial settings as previously set by the administrator.
To configure emergency number rules:

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2. Locate the External Dialing Rules > Emergency section, and click Modify.
3. Update the fields:
Emergency Enter the number to dial for emergency situations.

Dial Direct Enables users to dial the emergency number without the line access number. Check the box to enable.
4. Click Update to save the changes or Cancel to disregard the changes.The Dial Plan page
displays.
5. (optional) Locate the Emergency Call Email Notification line and click modify. Check box to
enable email notifications of emergency calls, and then click Update to save the change or
Cancel to disregard the request.
6. Locate the top message about rebooting Allworx phones and click Reboot Phones to update
the handsets to the new configuration.
9.6.5 Manage the Services

To manage the services:
2. Locate the External Dialing Rules section, and then the Services table. Click Modify.
3. Select the Service Group affected in the drop-down list. For the Public SIP Director and PIN
Code feature, specify the number of digits.
To change the PIN code length, the system cannot have any previously configured PIN codes.
Note:
5. Locate the message about rebooting Allworx phones and click Reboot Phones to update the
9.7 Manage Dialing Privileges Groups

A Dialing Privileges Group is a set of dialing permissions and handset Call Appearances with the same
settings. Apply custom configurations to any or all of the site handsets by creating a Dialing Privileges
Group, specifying the settings, and assigning handset Call Appearances to the group. Changes made
to the group settings take effect immediately. Handset Call Appearance dialing permissions determine
how to access outside lines, determine which outside lines to use, and enable or block phone numbers.
To manage the dialing privileges groups:

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2. Locate the Dialing Privileges Groups section, and then click one of the following links:
View View and modify the current dialing permissions group.

Copy Create a new dialing privileges group.
Delete Remove the current dialing privileges group from the server. However, the Allworx administrator
cannot delete the default group or groups with assigned handsets. Therefore, move all handsets
into other groups to delete the group.
3. Locate the section to update and click Modify:
Section Description
Dialing Privileges Group
When upgrading Allworx servers, create an additional Dialing Privileges Group for each unique combination of Outside Line
Connection settings for the existing phones.
NOTE: The system does not change settings for existing handsets in this process.
Dialing Privileges Group settings include the following:
• Emergency Service Group
• Schedule
• Toll Restrictions
• Outside Line Selection Method
Name Enter a new name in the field

Emergency Service Select a group from the drop-down list.
Group
Schedule Associate a schedule with each Dialing Privileges Group to specify different Toll and Internal
Call Restrictions for the Dialing Privileges Group based on the schedule. This option supports
additional flexibility by limiting which numbers specific handsets can dial at various times of
the day. Example:
• Don’t let the lobby phone dial the door relay or paging zones.
• Don’t let certain employees dial the CEO.
• Don’t let any phone make long distance calls after business hours.
Select a schedule option from the drop-down list, and then use the option drop-down lists to
further refine the call restriction type. See the Toll Restriction and Internal Call Restriction
sections below for the restriction options.
Schedule Option Restriction Type Available

Not Used • Toll Restriction
• Internal Call Restriction
<Available Schedule> • Day Mode Toll Restriction
• Night Mode Toll Restriction
• Day Mode Internal Call Restriction
• Night Mode Toll Restriction
Seize Rule Select a rule from the drop-down list.
Outside Line Selection Select one of the options:
Method • Use External Dialing Rules for number dialed
• User External Dialing Rules, but restrict to these services: check the appropriate check boxes.
Shortcut: click check all or uncheck all.
• Ignore External Dialing Rules and always use this service or Service Group: select an option
from the drop-down list.
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Section Description
Toll Restriction
Define toll restrictions between different Dialing Privileges Groups.When programming a specific Dialing Privileges Group, the
Allworx administrator selects which Toll Restrictions to apply to the Dialing Privileges Group.
The server enables all numbers defined by the External Dialing Rules unless listed in the Blocked Numbers list.
• Numbers in the Exceptions list override the blocked numbers.If listing a number as both blocked and as an exception, the
server enables calls to that number.
• Entries in the Blocked Numbers list need not be complete phone numbers but can be only the first part of phone numbers.
The numbers entered are a pattern, which the Allworx server reads left to right. Once the pattern has been matched (see
example) the number is blocked. Example: entering 1900 in the Blocked Numbers list prevents all 1-900 number calls.
Entries in the Exceptions list should be more specific than those in the Blocked Numbers list.
• The Exceptions to the Blocked Numbers list does not need to have any entries to specify enabling similar numbers.
• If the Blocked Numbers list contains 1 as an entry and the Exceptions to Blocked Numbers list contains 1800, then users can
dial 1-800 numbers but no other long distance number.
• If the Blocked Number list contains a complete number (e.g. 19005553850) then the server blocks only that number.
NOTE: When attempting to block the emergency number, the Allworx System Software requires a confirmation prior to
accepting the request.
Add Create a new rule.

Enter new name Describe the new rule.
Blocked Numbers Enter the blocked numbers in the fields provided.
Exceptions to Enter the exception numbers in the fields provided.
Blocked Numbers
Click Add to save the change or Cancel to disregard the request.
Modify Update the rule.
Update the name Describe the rule.
Note: The Toll Restrictions (Default) name cannot be changed.
Blocked Numbers
Click Update to save the change or Cancel to disregard the request.
Delete Remove the rule from the list. Verify this is the rule to delete, and then click Delete to remove
the rule or Cancel to disregard the request.
Note: Toll Restrictions (Default) cannot be deleted.

Internal Call Restrictions
Block internal calls (extensions, PBX functions, etc.) When programming a specific Dialing Privileges Group, the Allworx
administrator selects which Internal Call Restrictions that apply to the Dialing Privileges Group.
The server enables all numbers unless listed in the Blocked Numbers list.
• Numbers in the Exceptions list override the blocked numbers.
• If listing a number as both blocked and as an exception, the server enables calls to that number.
• Entries in the Blocked Numbers list need not be complete phone numbers but can be only the first part of phone numbers.
Example: entering 12 in the Blocked Numbers list prevents calling internal extensions 1200 to 1299 or entering *4 in the
Blocked Numbers list prevents calling all PBX functions.
Entries in the Exceptions list should be more specific than those in the Blocked Numbers list.
• The Exceptions to the Blocked Numbers list does not need to have any entries to specify enabling similar numbers.
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Section Description
Add Create a new rule.
Blocked Numbers
Click Add to save the change or Cancel to disregard the request.
Modify Update the rule.
Note: The Internal Call Restrictions (Default) name cannot be
changed.
Blocked Numbers
Click Update to save the change or Cancel to disregard the request.
Delete Remove the rule from the list. Verify this is the rule to delete, and then click Delete to remove
the rule or Cancel to disregard the request.
Note: Internal Call Restrictions (Default) cannot be deleted.

Call Appearances Assigned to Group
Check the box next to a Call Appearance to include it in the group. When removing a Call Appearance from a user-defined
group, it moves automatically to the default Group.
4. Click Update to save the changes or Cancel to disregard the request, and then reboot the
phones to update the configurations.
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Chapter 10 Emergency Alerts and Caller ID

The 911 Alert sends audible and visual alerts to
designated handsets immediately after making Prerequisites
an emergency call from any local or remote
handset and supports email and SMS message Allworx System Administrator
notification of emergency calls. The 911 Alert Phone Administrator role
supersedes any handset functionality, except
when the handset user is in an admin menu. Feature Key Required No
Do not attempt to place emergency (911) calls prior to activating the Connect server.
Caution:
Important: Prior to configuring the emergency dial plan, the emergency number rule defaults are:
Default Description
Not Set Emergency Number: 911
Direct Dial: enabled (checked)
Set Uses Emergency Number and Direct Dial settings as previously set by the administrator.
• To dial the emergency number without dialing the external line access digit, see “Manage the
Emergency Number Rules” on page 45 for more information.
• To configure handsets to receive 911 alerts, assign an Emergency Alert PFK. See “Manage the
Programmable Function Keys (PFKs)” on page 68 for more information.
10.1 Emergency Alerts

When any handset places an emergency call on the system, handsets with the emergency alert PFK
produce an audible beeping and displays the information:
• owner of the handset which placed the call.

• station number of the handset the call originated from.
• date / time of the call.
Status Pressing the PFK

Active Alert Acknowledges the alert, silences the beep, and removes the alert information from the display screen.
Inactive Alert Retrieves information of the last alert stored on the handset.
Rebooting the handset Removes stored alert details from the handset.
The Allworx server automatically acknowledges active alerts by silencing all handsets beeping after 10
minutes and removing the handset display alert information after 60 minutes.
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Additional emergency calls placed from other handsets within 15 seconds results in the server
disregarding the new alerts, and the handset stores the emergency call placed after the 15 second
time period after the user acknowledges the first alert. Press the PFK or CLEAR soft key to acknowledge
the alert.
Emergency alerts supersede any handset functionality (e.g. placing/receiving a call, logged into
message center), except when the user of the handset is in an admin menu (e.g. viewing directory,
CONFIG menu settings, changing presence setting). In this case, the PFK blinks. Once the user exits the
menu screens, the handset repeats the alert audible beeping and information.
Calls do not disconnect when an Emergency alert is propagated to the handset.

Note:
10.2 Manage Emergency Handset Caller ID

The Allworx server supports assigning an Emergency Caller ID (CID) number to each Allworx handset.
When dialing an emergency number from the handset, the Emergency CID passes to the emergency
call center instead of the normal CID. For employees not at the main site, the properly configured
Emergency CID helps the emergency call center locate the handset placing the call.
Setting Emergency Caller IDs to place emergency calls on a CO line do not work. The Emergency CID does not
Caution: override the Caller ID of the CO line.
If using SIP trunks or PRI lines, check with the provider to determine the Caller ID numbers to use, if any, or to
Caution: configure additional phone numbers as caller IDs for emergency calls. After setting up Emergency Caller ID numbers
on the Allworx server, call the emergency phone number (e.g., 911) to test each number. Use a phone configured with
the caller ID to ensure that the emergency calls connect, route to the correct emergency call center, and the call
center can independently determine the handset location. Advise the call center that these test calls are non-
emergency calls to test the phone system.
To configure Emergency Caller IDs for specific handsets:

• define an Emergency Caller ID and assign it to the handsets.
• give each Emergency CID a Location name and associate each with a Service Group to use when
placing an emergency call. When selecting the Use External Dialing Rules service group, the
server selects the outside line or service group with the area code of the Emergency CID
number.
To manage the Emergency Caller ID numbers:

1. Log in to the Allworx server admin page, navigate to Phone System > Emergency CID, and
locate the Emergency Caller ID Numbers section.
add new Caller ID Create another emergency caller ID number.

Number 1. Enter the Caller ID number and Location. Use a descriptive handset name for the locations that
use this caller ID.
2. Select a service group from the drop-down list.
3. Click Add to save the changes or Cancel to disregard the request.
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modify Update the Location and Service Group fields.

1. Enter the new Location.
2. Select a service group from the drop-down list.
Delete Removes the Caller ID number from the list. However, administrators cannot delete Emergency
CIDs with assigned handsets. Assign all handsets to another Emergency CID prior to deletion.
Confirm the number and click OK to save the changes or Cancel to disregard the request.
10.3 Assign the Emergency Caller IDs

Assigned Emergency Caller IDs via the phone admin page or its CONFIG menu overrides the CID number for the
Note: handset, if assigned on the server.
To assign using the server administration page:

1. Log in to the Allworx server admin page, and navigate to Phone System > Emergency CID. The
page displays all handsets on the system in the table under the Handset Emergency Caller ID
Number Assignments section.
2. Locate the Handset Emergency Caller ID Number Assignments table, and then locate the
handset.
3. Click Modify, and then select a Caller ID number from the drop-down list.
4. Click Update. If using the handset option, the system requires a phone reboot to display the
changes on the server admin page.
When assigning an Emergency CID number to a handset from the Allworx server admin page, the Caller ID number
Note: does not display on the phone admin page or under the CONFIG menu.
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Chapter 11 Extensions
Extensions manage extensions or call routes -
this includes special purpose call routing to these Prerequisites
extensions. Additionally Extensions provide a
short cut to manage users. Allworx System Administrator
11.1 Add New Extension Feature Key Required No
Enables adding an extension to the Allworx

system directory.
To add a new extension to the directory:
After increasing the internal extension length to 5 or 6 digits, the extensions show available link is no longer
Note: available.
1. Log in to the Allworx server admin page, and navigate to Phone System > Extensions > add
new Extension and update the fields.
System Extension Enter a requested extension number or click show available and click on an available number
to select the extension. Click hide available to close the list of available numbers.
Description Enter a name for the extension, i.e., Conference Room.
Schedule Select a schedule for the extension to use for business hours from the drop-down list.
2. Locate the Call Route section, and click add a connection attempt. This enables forwarding the
call to another number.
3. Locate {no selection}, the number of rings, and the Ring Type sections and select an option for
each from the drop-down list. (Number of rings and Ring Type style are optional).
Ring Types
Phones can be set to ring with different patterns and tones to:
• Differentiate between incoming internal calls and incoming external calls.

• Identify calls from a specific caller ID.
• Differentiate between the lines for the incoming call (including calls on certain Call
Appearances, Line Appearances, or ACD queues).
• Help multiple users in a shared space identify which phone is ringing.
The Allworx system provides eight Ring Type Families with eight Ring Types within each family.
The Allworx Server Administrator chooses the Ring Type used on the phones in the extension
and programmable button definitions. Verge IP phone users can choose the family from which
the selected Ring Types. The appearance programmable button Ring Type setting overrides any
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call route specific Ring Type choices unless the appearance programmable button Ring Type is
set to Auto.
The table below defines the available Ring Types.
Allworx Handsets Allworx Handsets

Analog Handset
Families 1 - 4 Family 5
Single Ring Single Single Ring Pitch A Single Ring Pitch E
Double Ring Double Ring [short, short] Double Ring Pitch A Double Ring Pitch F
Ring Type 1 Double Ring [short, long] Single Ring Pitch B Triple Ring [short, long, short] Pitch G
Ring Type 2 Double Ring [long, short] Double Ring Pitch B Quad Ring [long, long, short, short] Pitch H
Ring Type 3 Triple Ring [long, long, long] Single Ring Pitch Tone C Triple ring [long, long, long] Pitch I
Ring Type 4 Triple Ring [short, short, long] Double Ring Pitch Tone C Triple Ring [short, short, long] Pitch J
Ring Type 5 Triple Ring [short, long, short] Single Ring Pitch Tone D Triple Ring [long, short, long] Pitch K
Ring Type 6 Triple Ring [long, short, short] Double Ring Pitch Tone D Triple Ring [long, short, short] Pitch L
Users choose the phone Ring Type Family. The family setting is in the Settings or Config menu
on the phone.
Users of 91xx series and 92xx series phones can choose from five families. The Allworx Verge IP
phone series has 3 additional families. Ringtone Family 1 is the default family for 91xx series and
92xx series phones. Ringtone Family 6 is the default family for the Allworx Verge IP phone series.
Family Ring Type Description

Family 1 Default Frequencies
Family 2 Middle Frequencies
Family 3 High Frequencies
Family 4 Very High Frequencies
Family 5 Varying Frequencies
Family 6 Recorded ring tones with a melodic theme
Family 7 Recorded ring tones with a modern theme
Family 8 Recorded ring tones with a traditional theme
Which Auto Attendant answers the call?

Outside Lines and internal extensions may be programmed to have an Auto Attendant answer
the call. Use Multiple Auto Attendants to give the appearance of different businesses or
different departments within a business. if the call route does not define the specific Auto
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Attendant to use, the answering Auto Attendant is determined by the source of the incoming
call. The table below defines which attendant answers the call based on the source of the call:
Source of Call Answering Auto Attendant

Outside Line - DID Line Auto Attendant x4301
Outside Line - FXO Line (Default Attendant defined for the line)
Outside Line - SIP Gateway (Default Attendant defined for the gateway)
Outside Line - SIP Proxy (Default Attendant defined for the proxy)
Internal Phone Auto Attendant at x4301
4. (optional) Click add a destination and repeat steps 4 and 5 to ring multiple phones
simultaneously.
5. (optional) Click add another connection attempt and repeat steps 4 and 5 to forward the call
to another handset, if the first connection attempt does not answer. Continue repeating, as
required.
6. Locate the Finally... box, and select an option for the call from the drop-down list, if the user or
any of the connection attempts do not answer. To delete any of the connection attempts, click
delete this attempt.
Hang up Requires no further action.

Transfer to Auto Attendant Select an option from the drop-down list.
Transfer to Call Queue Select an option from the drop-down list.
Transfer to Voicemail for user Select an option from the drop-down list.
Dial number Enter a new number to forward the call.
7. Click Add to save the change or Cancel to disregard the request.
11.2 Perform a Search

Locate extensions based on extension, description, login name, or site.
To perform a search:
1. Log in to the Allworx server admin page, and navigate to Phone System > Extensions.
2. Locate the search line and enter the search criteria. Press Enter. The table displays the
information matching the search criteria.
11.3 Manage the Description

Click the description name as a short cut to manage the user. See “To modify or delete existing users:”
on page 133 for additional information.
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11.4 Manage Call Routes

The building blocks of a call route are the Connection Attempts and the Finally route. In a typical call
route, there is one Connection Attempt and the Finally route. The Allworx server supports configuring
the call routes for special purpose routing such as:
Presence Specific Routing When on vacation, forward the call directly to voicemail (User extensions).
Multiple Destinations Ring multiple phones simultaneously.
Multiple Connection Attempts Ring a series of phones when the primary phone is not answered.
On Busy Routing Ring alternate phone(s) when the line is busy (User extensions).
Follow-Me Anywhere Forward the call to a cell phone or home phone.
Caller ID Based Routing Separate call route dependent on the Caller ID of the incoming call (User extensions).
Hot Desk Routing Route the call to a logged-in phone after logging into a shared phone. Default is disabled.
To enable users to define the extension routing using the My Allworx Manager page, see “To modify or
delete existing users:” on page 133 for more information.
To manage the presence call route:

2. Locate the extension or the user and click View Call Routes. The page displays the presence
settings and associated call route for each setting.
3. Locate the presence setting and click one of the following links:
add new call route Create a call route specific to the user. To update the call route:
1. Locate the Call Route Selection section and check the box or boxes to add the new route to the
selected presence.
2. Use the Caller ID of the incoming call to a User extension to determine the call route.
external - Caller ID enter the phone number with area code in the text box. Use the asterisk
Number as a wild card.
internal - phones select the extension from the drop-down menu.
owned by
3. Locate the Call Route section. Follow the instructions below in add a connection attempt.
Modify Update the current presence call routing. To update the call route:
1. Locate the Call Route Selection section and check the box or boxes to add the new route to the
selected presence.
2. Use the On calls from all callers to determine the call route:
Modify Primary Updates the call route for all calls meeting the external caller criteria.
Route
Modify On Busy This avoids having callers hear a busy signal when calling an extension
Route by configuring an alternative On Busy call route. The system ignores
additional call attempts when configuring the busy route to use a call
route instead of treating a busy call as no answer.
NOTE: Create and save (Update button) the primary call route before creating or modifying the On
Busy Route.
3. Locate the Call Route section. Follow the instructions in add a connection attempt.
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Delete remove the call route from the list. Click Delete Route to remove the call route or Cancel to disregard
the request.
add a Forward the call to another extension. To setup the connection attempt:
connection attempt 1. Locate {no selection} and select an available location* from the drop-down list.
• For Follow-Me Anywhere**: Enter 9 or 781+PIN (to gain an outside connection) followed by the
phone number in the text box that appears to the right.
Examples†:9+1+aaa-xxx-nnnn, 9+1+xxx-nnnn, 78+ PIN+1+aaa-xxx-nnnn, or
78+PIN+xxx-nnnn
2. (optional) Select the number of rings from the drop-down list. Click the ring style and select an
option.
3. (optional) Click add a destination and repeat steps 1 and 2 to ring multiple phones simultaneously.
4. (optional) Click add another connection attempt and repeat steps 1 and 2 to forward the call to
another handset, if alternate phones should ring when the handset(s) in the First connection
attempt are not answered. Continue to repeating step 4, as required.
add a 5. Locate the Finally... box, and select an option for the call if the user or any of the connection
connection attempts do not answer.
attempt (con’t)
Hang up
Transfer to Auto Attendant Select an option from the drop-down list.
Transfer to Call Queue Select an option from the drop-down list.
Transfer to Voicemail for user Select an option from the drop-down list.
Dial number Enter a new number to forward the call.
To delete any of the connection attempts, click delete this attempt.

* Hot Desk Routes Hot Desking enables users to log in to shared phones, receive their calls on that phone, and place calls
with their caller ID. Users can initiate the log in using a Hot Desk PFK or by selecting the Hot Desk Login
option from the phone Config menu.
Users can add Hot Desk destinations manually or automatically to user call routes. If none are present
when the user Hot Desks into a phone, then Hot Desk destinations are added as the first connection
attempt to all Presence call routes.
** Follow-Me Users can forward calls to other phones outside of the Allworx System such as cell or home phones. If
Anywhere the recipient does not answer the call, the system directs the call back to the system in order to follow
the rest of the configured call route. In following the rest of the call route, unanswered
Follow-Me-Anywhere calls may eventually be directed to the Finally route, which enables callers to leave
messages in the default voicemail inbox. If the preferred setting is having callers leave messages on a
personal phone voicemail, do not use the Follow-Me-Anywhere features. Instead, use the Finally route
to direct calls to a cell or home phone by entering the phone number into the Dial number text box.
NOTE: When an outside phone answers the call, the default is for the recipient to hear a prompt
requesting to enter a ‘1’ to accept the call. However, the Allworx administrator can configure user
extensions so that Follow-Me-Anywhere calls to their extensions require a Message Center password in
order to accept the call.
NOTE: The Follow-Me-Anywhere feature requires the recipient to listen to a message and enter a code.
Therefore, increment the normal number of rings by at least two in order to give the recipient extra time
to answer the call.
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11.5 Delete an Extension

To remove an extension from the directory:
2. Locate the extension or the user and click Delete.
3. Review the confirmation and click Delete to remove the extension or Cancel to disregard the
request.
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Chapter 12 Handsets
Handsets manages analog, generic SIP, and
Reach handsets, as well as configure an Allworx Prerequisites
phone.
The Handsets web admin page also provides Phone Administrator role
access to manage the Allworx phone
programmable function keys (PFKs) and the Feature Key Required • Generic SIP Handsets
• Reach
handset preference groups / templates.
12.1 Manage Analog Handsets

Use the following procedures to connect an analog handset to the Allworx server and to manage the
available settings on the Allworx server for the analog handset.
To connect an analog phone via FXS Phone Port:

1. Plug the phone into one of the server FXS phone ports reserved for Inside Phone Extensions.
2. Lift the phone receiver so that the phone is off hook, and refresh the browser window. The
phone displays in the Analog Handsets section of the page.
3. Hang up the phone receiver.
Analog phones plugged into Port Expander FXS ports do not automatically display on the Handsets page. Add the
Note: analog phones manually.
To manually connect an analog phone:

1. Log in to the Allworx server admin page, navigate to Phone System > Handsets > Analog
Handsets > New Analog Handset. Click the additional information arrow , if necessary. The
Analog Handset page opens.
2. Update the fields.
Port: Automatically filled in.

Owner Select the handset owner from the drop-down list.
Extension Optional. See TIP next to the field for more information.
Caller ID Number Select an option from the drop-down list.
Caller ID Name Automatically populates from Owner selection. Update as necessary.
Description Automatically populates from Owner selection. Update as necessary.
3. Click Add to update the Analog Handset list or Cancel to disregard the changes.
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To manage the settings on an existing analog phone:

1. Log in to the Allworx server admin page, navigate to Phone System > Handsets > Analog
Handsets section. Click the additional information arrow , if necessary
2. Click an option:
Modify Change the current analog handset settings. See “Analog Handset Settings” on page 62 for more
information.
Delete The server removes the analog handset connection. Click Delete to confirm the change or Cancel
to disregard the request.
Ring Click to test the analog handset connection.
Analog Handset Settings
Handset
Phone Type Automatically filled in.
Port: Automatically filled in.
Owner Select the handset owner from the drop-down list.
Internal Caller ID Name Automatically populates from Owner selection. Update as necessary.
Internal Caller ID Number Select an option from the drop-down list.
External Caller ID Number Optional. Enter information as necessary.
External Caller ID Name Optional. Enter information as necessary.
Phone Status Visibility • Normal
• Hide Completely
• Hide Status
Dialing Privileges Group Select an option from the drop-down list.
Handset Features
Hold Music Selection • Line-In
• None
• moh_supplied.snd
Can Place Calls Check the box to enable.
Can Receive Calls Check the box to enable.
Second Call Handling Identifies how to manage a second incoming call.
• Busy
• Call Waiting
• Not Busy
Message Waiting Stutter Dialtone Check the box to enable.
Message Waiting Light Check the box to enable.
Caller ID Display Check box to enable.
• Caller ID Type I - check the box to enable.
• Caller ID Type II - check the box to enable.
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Auto Off-Hook Dialing Enter the digits for the Allworx phone to automatically dial every time the user takes the phone off
hook.
Auto Answer DTMF String Enter the DTMF digits sent when the user answers a call. The system sends these digits to the FXS
device as soon as it answers the call. The following characters are available for use:
DTMF Digits Timing Controls Variables
• 0–9 • P generates a one second pause • $xN sends the last N digits (0 for all
• A–D • + increases the duration and gap of digits) of the dialed extension
• * all DTMF tones by 50ms • $nN sends the last N digits (0 for all
• # • - decreases the duration and gap of digits) of the DNIS number
all DTMF tones by 50ms
12.2 Manage Allworx and Generic SIP Handsets

Connect an Allworx handset, Reach handset, or generic SIP handset to the Allworx server and manage
the available settings on the Allworx server for the handset.
If installing Generic SIP phones on the server, Internal Dial Plan changes can modify the configuration on the server
Note: such that the Generic SIP phones no longer register.
To add a handset:
When registering a phone with the server, it displays on the Handsets page with an expiration
date/time to indicate a registered phone.
The Allworx server feature key provides each Generic SIP handset a license to operate. Allworx administrators can add
Note: a small number of handsets without a key (2 on the Allworx 6x12 server, 4 on the Allworx Connect 300 series servers,
6 on the Allworx 6x and Allworx Connect 500 series servers, and 12 the Allworx 48x and Connect 731 servers).
• Available feature keys provide one, five, or 10 licenses each.
• For larger numbers of Generic SIP handsets, install multiple feature keys.
The Allworx 6x12 server maximum limit is two (2) generic SIP phones; the Allworx 6x12 server does not require a
Note: feature key.
If it is necessary to restart all of the Allworx handsets, click the Reboot Allworx Handsets button.
Clicking this button ends all active calls.
The Allworx server automatically informs the Allworx Partner Portal about registered Verge series
devices to communicate up-to-date phone warranty start dates. This registration happens
automatically when connecting the Verge IP series devices to an Allworx server. Allworx servers also
send a full list of Verge IP series devices to the Allworx Partner Portal once per week. Log in to the
Allworx server admin page, navigate to Phone System > Handsets > SIP Handsets > update Portal,
and then click the Update Portal button.
Allworx Server Administrators not connected to the Internet can manually export phone configuration
information and important to the Portal.
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Allworx users with permissions to the Allworx Portal see the entire Allworx system information in one
place to:
• look up the Allworx system.

• export the Allworx server configuration, and then import it onto the Allworx Partner Portal.
• submit an RMA.
1. Click one of the following links to add a handset:
add new 1. Locate the Allworx Handset section and fill in the fields:
Allworx Handset
Owner Select an option from the drop-down list.
Extension* Optional. Creates the extension with a call route to ring the handset.
Caller ID Name Enter the name to display on the caller ID.
Description Enter a meaningful name.
2. Locate the Handset Configuration section and fill in the fields.
Model Select an option from the drop-down list.

MAC If there is an incorrect MAC address entry and the phone boots on the
Address network, the server has a duplicate entry for this phone. The Plug and Play
registration continues with the system using the correct MAC address and
does not use the manually entered information. To locate the MAC Address
information on the phone:
1. Press the phone CONFIG soft key. Use the up and down arrows to scroll
to highlight Current Status/Info and press the Select button.
2. Use the up and down arrow buttons to scroll to locate the MAC Address.
3. Press EXIT soft key twice to return to the main screen.
add new If the link is unavailable, purchase more licenses. Fill in the fields:
Allworx Reach Owner Select an option from the drop-down list.
Handset
Extension* Optional. Creates the extension with a call route to ring the handset.
add new Generic If the link is unavailable, purchase more licenses and fill in the fields:
SIP Handset
Owner Select an option from the drop-down list.
Extension Creates the extension with a call route to ring the handset. If selecting an
(Optional) owner other than admin, the server automatically adds the handset to the In
Office call route of the owner. If selecting an extension, the server creates
the extension with a call route to ring this handset. Typically used in the case
of a conference room or lab phone that does not require an owner.
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add new Generic Locate the Handset Configuration section and fill in the fields.
SIP Handset (con’t)
Number of Use a single, generic SIP handset to configure multi-port FXS gateways. Enter the
Lines number of gateway ports available on the gateway device (example: 6). This adds
a generic SIP handset for each Call Appearance. Each Call Appearance represents
a different gateway port.
Login ID* Enter a unique Login ID. If no Log in ID is specified, the server generates a Login
ID when creating the handset.
Password* Select the password complexity by clicking the password requirements buttons.
The Allworx server generates a new password upon request based on the
complexity rules, and displays the new password when configuring the Generic
SIP device. For existing Generic SIP devices, the system maintains the current
password until the Allworx administrator requests a new password.
* Login ID and Password are the credentials for the SIP handset to authenticate with the Allworx Server.
• If not specifying a Login ID, the server generates one when creating the handset and generates a handset User ID
automatically.
• Do not use the same Login ID on multiple phones.
7. Click Add to add the new handset to server or Cancel to disregard the request.
8. FXS gateway only: Click Modify to configure each Call Appearance. For example: the Allworx
administrator can assign users to each Call Appearance.
To perform a search:
Locate handsets based on extension, description, owner, IP Address, or Caller ID.
1. Log in to the Allworx server admin page, and navigate to Phone System > Handsets > SIP
Handsets. Locate the search line.
2. Enter the search criteria. Press Enter. The handsets matching the search criteria display.
To review the configuration:

1. Login to the Allworx server admin page and navigate to Phone System > Handsets > SIP
Handsets. Click the additional information arrow , if necessary.
2. Review the installed Generic SIP phone User IDs.
3. Determine if the registration configuration for each Generic SIP phone is the same or different
from the current User ID on the server Handsets page. If there is a difference, modify the
on-phone configuration to match the new User ID.
Allworx user guides frequently refer to dialing patterns based on the factory default internal dial plan. After making
Note: changes to the dial plan, the My Allworx Manager > Phone Functions tab automatically updates to the new digits.
Distribute this sheet to all end users. See “To manage the Internal Dial Plan:” on page 39 for more information.
Changing the Operator to something other than “0” does not automatically change the Operator digit shortcut in the
Note: Auto Attendants. If changing the Operator digit, manually update the Auto Attendants shortcuts. See “Auto
Attendants” on page 17 for more information.
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12.3 Manage Handset Preference Groups and Templates

These procedures describe assigning a Handset Preference Group and applying a Handset Template.
For Allworx handsets or generic SIP handsets: unregistered handsets display the registration information in gray italic
Note: font while registered handsets display the registration information in the standard black font. Additionally, the last
handset reboot date/time and the last handset SIP registration time display for each handset.
To manage Allworx handset:

1. Log in to the Allworx server admin page, navigate to Phone System > Handsets > SIP
2. Check the Show boxes for Allworx Handsets and Reach Handsets. The table lists all installed
Allworx desk phones and Reach handsets.
3. (optional) Click the Bulk Edit side arrow and check the box next to the handset to select it. Then
click one of the following buttons:
Delete Removes the selected handsets from the server.

Assign Changes the Allworx Handset to the newly selected Handset Preference Group.
Apply Changes the Allworx Handset to the newly selected Handset Template.
4. Review and update the settings per the table below:
Applies to:
Setting Description Allworx Allworx Generic
Desk Reach SIP Phone
Phone App
<Handset Name of the HPG assigned to the phone. Default setting: PBX Station Yes Yes No
Preference (Default). Click the link for the group settings. See “Manage Handset
Group Name> Preference Groups” on page 73 for more information.
View Modify the current settings. See “To manage the View Yes Yes No
Configuration Configuration:” on page 67 for more information.
Add Call Create another handset Call Appearance. Multiple Call Appearances Yes No No
Appearance enable handling calls for multiple users with a single phone.
• Every automatically registered phone configuration includes one
Call Appearance and two PFKs assigned to the Call Appearance.
• Adding a second Call Appearance creates another address to use
in call routes.
1. Click Add Call Appearance.
2. Click Modify for the new Call Appearance, select the user from
the drop-down list, and click Update.
3. Click View Configuration, Programmable Function Keys modify
> Call Appearance change. Select user from drop-down list and
click Done > Update.
4. Locate the handset and click Reboot.
5. Click Phone System> Extensions > View Call Routes > Modify
> add a destination > <user (select the unused Login ID
number)>.
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Applies to:
Setting Description Allworx Allworx Generic
Desk Reach SIP Phone
Phone App
Add Call To specify a different second user: Yes No No
Appearance Example: Administrative Assistant
(con’t) The office administrative assistant, Susan Bell, must answer the
phones of two executives: Tom Brown and Lisa Andrews.
• Susan has a Call Appearance for calls to her extension and a
separate Call Appearance for each executive.
• The Allworx administrator adds a Call Appearance PFK for each
executive to Susan’s phone.
• The call route for each executive is set to ring both the executive
handset and the Call Appearance on Susan’s handset.
• The PFK corresponding to the executive receiving a call flashes so
that Susan knows which executive line is ringing and can answer
accordingly (e.g. “Good morning, Tom Brown’s office…”)
Reboot Restarts the phone. If the phone is in use, the reboot begins when Yes Yes No
the phone is idle.
• Reboot Allworx Handsets is available at the top of the SIP
Handsets section to reboot all Allworx phones with one action.
• One handset reboots every 10 seconds until all phones reboot.
Replace Transfers all of the original phone configuration parameters and Yes No No
settings to a new phone.
• Replace a defective handset with a new one. If the replacement has
fewer PFKs than the original handset, the server copies the PFKs
from the original handset, in order from the bottom, left of the
PFKs, up to the number of PFKs on the replacement handset.
• The system replaces original unsupported handset PFK definitions
on the replacement handset with default values.
IP Address IP Address assigned to the handset. If the PC has a network Yes No No
communications path to the phone, click the Handset IP Address link
to open the phone administration page in a separate browser
window; see “Access Phone Web Administration” on page 82 for
more information.
Setup Displays the Reach Installation Assistance website. No Yes No
Modify Modify handset Call Appearance parameters. Yes Yes Yes
Delete Deletes the Call Appearance from the phone. If there is only one Call Yes Yes Yes
Appearance, the server deletes the phone from the system.
Ring Click to verify an operational phone connection. Yes Yes Yes
5. Reboot the phone after changing any settings on the View Configuration page to update the
phone to the new settings using Reboot described above or manually from the phone.
To manage the View Configuration:

2. Check the Show boxes for Allworx Handsets and Reach Handsets.
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3. Click View Configuration to see the SIP handset phone configuration parameters. In addition
to the phone summary information, the following options display:
Handset Preferences Displays the current preference group. Click modify to update the current preference
Group group. See “Manage Handset Preference Groups” on page 73 for more information.
Template Options Save: keeps the current configuration as a template.
Apply: select a different handset configuration.
Programmable Function Adjust the PFK assignment options. Click modify to update the current settings. See
Keys “Manage the Programmable Function Keys (PFKs)” on page 68 for more information.
Interact Appearances Adjust the settings for each appearance. Click modify to update the current setting. See
“To manage the Call Appearance configuration:” on page 73.
4. Reboot the phone to save changes.
12.4 Manage the Programmable Function Keys (PFKs)

Manage the PFKs (labeled programmable buttons) by describing and assigning a PFK, reordering the
PFK assignments, and managing the Call Appearance configuration.
To manage the PFKs:

1. Log in to the Allworx server admin page, navigate to Phone Systems > Handsets.
2. Locate the SIP Handsets section, and click the additional information arrow , if necessary.
3. Click View Configuration in the handset row. The Configuration page displays for the handset.
4. Locate to the Programmable Function Keys section, and click Modify. Notice the numbered
row in the table corresponding to the individual phone PFK.
Users can assign options to more than 1 column of PFKs. There are links for the left/right sets of
PFK buttons for the Verge IP phones.
5. (Optional) Click the Show PFK auto-assignment options to manage all unused PFKs at once.
Click one of the following options:
Assigns Commits selected Stations to all unused PFKs. Check the top checkbox to select or deselect all options
at once. Click Assign to save the updates or Cancel to disregard the request.
Reset Updates all the BLF PFKs to unused.
Assign Commits selected Line Appearances to all unused PFKs. Check the top checkbox to select or deselect all
options at once. Click Assign to save the updates or Cancel to disregard the request.
Reset Updates all the Line Appearance PFKs to unused.
Reset All Updates all of the handset PFK definitions to unused.
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6. Click the key number drop-down menu, and select one of the features below for each PFK.
ACD Appearance Automatic Call Distribution Appearance - users log in and out of the ACD queues. When logged in, the
user receives and answers calls from the ACD queues. Pressing the PFK toggles between temporarily
stopping and starting ACD calls to route to the agent.
Busy Lamp Field Monitors and dials another specified phone when setting up the BLF function. When pressing the PFK,
(BLF) the behavior of this function depends upon the station Mode selection.
PBX Behavior The phone dials the designated extension.

Key System Behavior The phone places an intercom connection to the designated phone.
See “Manage Handset Preference Groups” on page 73 to set station Mode.
Call Appearance Maps to available handset Call Appearances to place or receive calls.
• Supports using each Call Appearance for call routing and for managing calls independently and
concurrently on the same phone.
• Mapping more than one PFK to the same Call Appearance supports multiple active calls to that Call
Appearance at the same time. The Call Appearance does not display as busy to the call route until all
the PFKs defined for that Call Appearance are in use. This is similar to call waiting except the system
uses the PFKs to alert and select a new call.
Example: Busy Receptionist
• Requirements: A receptionist gets many phone calls each hour. She wants to answer each call while
minimizing the possibility of any caller getting a busy signal.
• Phone Configuration: There is one Call Appearance defined on the phone set up with 8 of the phone
PFKs mapping to the phone Call Appearance (remaining PFKs support other functions).
• Discussion:
• The first call comes in, the phone rings and the Call Appearance PFK flashes.
• A second call comes in. The phone rings and the second Call Appearance PFK flashes.
• She presses the Hold button to place the first caller on hold and presses the second Call
Appearance PFK to answer the second caller.
• She continues to place callers on hold and answer new calls or switches to another Call Appearance
PFK to continue/terminate calls.
Call Supervision Enables supervisors to dial in and monitor calls for designated handsets in three modes:
Barge in After connecting the call, both participants in the call hear the supervisor. The
supervisor can transition to silent monitoring by pressing the phone Mute
button.
Whisper (Available only when the receiving handset is a 9202E or 9204/9204G series
handset) – Only the user hears sounds from the supervising phone, not the other
participant. The supervisor MUTE button controls audio going to the user. The
supervisor cannot initiate two-way communications with the other participant.
Silent Monitor Neither party in the call hear the supervisor. The Mute button on the supervisor
handset lights red. The supervisor can speak to the participants of the monitored
call at any time by pressing (disabling) the Mute button.
See “Manage Call Supervision” on page 32 for more information.
Emergency Alert Receive audible and visual alerts when any local or remote handset on the system makes an emergency
call. See “Emergency Alerts and Caller ID” on page 51 for more information.
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Function Does one set of functions:

Centrex Flash Provide an analog hook flash signal to the CO (when connected to a CO line) to
perform flash-related actions such as call transfer. This option is only available on
Allworx 6x, 6x12, or 48x servers.
Headset Turn the Headset on and off. If the handset is off-hook with a headset plugged-in,
this PFK toggles the audio between the headset and the handset.
Note: If using an undefined Headset PFK, the phone speaker button operates the
headset.
Park Place the active call on a system-wide hold. If there are parked calls, the
programmable button displays Parked Calls. Press to retrieve a parked call.
Redial Call the last dialed number. Unless the Line Appearance(s) Use of Dial Plan phone
option is enabled, the system only redials Call Appearance-dialed calls.
Release End the current call but keeps the appearance active, and the dial tone is heard.
Hot Desk Log in to shared phones, receive calls, and place calls using the caller ID.
• Users can initiate the login using a Hot Desk PFK (the PFK is solid red but goes off after a user logs in)
or using the phone Config menu and selecting the Hot Desk Login option.
• The Hot Desk PFK and all other PFKs remain as originally configured for the phone; configured PFKs
do not change when a new user logs in. Allworx systems with Connect servers load the user’s Person
Contacts after logging in.
Line Appearance Monitors the status of an outside line, answers incoming calls on that line, and selects the line for
outbound calls. When setting up this function for this PFK, the user specifies the line.
To enable outside lines available for selection:
1. Navigate to Phone System > Outside Lines and go to the Analog (CO) Lines section.
2. Select the Analog (CO) Line, and click Modify.
3. Go to the Outside Line section, and check the Enable Line Appearance check box.
4. Click Update to return to the Outside Lines page.
Unique Allworx Functionality: an enhanced key-system capability relative to SIP devices and Digital
Lines. Any SIP proxy, SIP gateway, or Digital Line (T1) bearer channel made available as Line Appearance
selections when enabled on the respective configuration pages. Through this, the Allworx system
presents a common key-system use model to all external voice circuit facilities including VoIP trunks
going to an ITSP.
Messages Monitors the status of a designated handset Message Center voicemail inbox. Press to access the inbox.
The PFK LED lights red to indicate a new message in the monitored inbox. The Allworx administrator
must specify the monitored inbox when setting up the PFK.
Not Used No action. Select this choice to disable a previously defined PFK.
•
Push to Talk Provides a one-way, walkie-talkie-like capability. The configured PFK accesses a specific handset.
• The user speaks to the target handset user by holding the PFK down and speaking.
• To respond, the user of the target handset must place a regular call back to the originator.
Queue Alarm Maps to one of the 10 Call Queues in the system. It notifies the user of the queue activity levels (number
of calls in the queue and/or longest wait time). The administrator can configure the queue alarm to
include an audible alarm with the queue status displayed on the phone LCD.
The PFK lights yellow when there are no logged-in agents in the queue and the queue is set to force
callers to leave the queue when no agents are logged in.
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Queue Appearance Maps to one of the 10 Call Queues in the system. It automatically monitors the status of a Call Queue
and used to answer calls that are in the queue.Configuration settings:
Call Queue Select one of the available Call Queues from the drop-down list.
Login to queue when Check the box to enable/disable automatic login after rebooting the phone.
phone reboots
Ring Type Select a unique ring type to distinguish calls to this PFK from other phone
(for more information, calls.
see “Ring Types” on • When set to No Ring, the Queue Appearance never rings. The agent uses
page 55. the LED to monitor when there are calls in the queue. Press the PFK to
service the next call in the queue.
• Set to ring (Ring Type other than No Ring) enables the following fields,
which control when the Queue Appearance rings:
• Wait Period: Enter a value (seconds) a call must be in a queue before the
Queue Appearance starts to ring.
• Number of Callers: Enter a value (number of callers) that must be in a
queue before the Queue Appearance starts to ring.
• Wrap-up Time: Enter a value (seconds) the agent has available after
ending a call before the system makes the agent available to receive the
next ACD queue call. Agents can dismiss/end the wrap up time from the
handset. Reboots the agent phone to apply changes to wrap up time.
• Meet the following conditions for a Queue Appearance to ring:
• Log in to the station.
• Queue Appearance is idle.
• Reach the wait period of number of callers thresholds.
• Agent is not in the Wrap-up Time.
Ring Group Displays the status of and to answer a Ring Group call. When routing a call to a specified Ring Group, all
phones ring with a PFK defined for that Ring Group. In addition, Allworx administrators can program an
Allworx IP phone to display:
• Multiple Ring Group400 or higher400 or higher per phone to track more than one Ring Group.
• Multiple occurrences of the same Ring Group. This enables a user to take more than one call at a time
from the same Ring Group to avoid missing additional calls while attending to the current call.
Schedule Displays the mode (day or night) of the configured business schedule.
• The LED is off for day mode and solid red for night mode.
• To configure switching the current mode and greeting of the schedule, see “Schedules” on page 123
for more information.
Shared Appearance Supports handling a set of one or more PFKs by the system as a single appearance shared across
multiple handsets. All handsets in the Shared Appearance have common access to calls and call
operations within the group of handsets.
• Selecting this PFK assigns consecutive PFKs, one for each Shared Call Appearance line.
• If there are not enough consecutive PFKs available, the PFK assignment fails and an error message
displays.
• If the Shared Call Appearance PFK assignment would overwrite existing PFKs, the system displays an
error message and enables canceling the operation.
• Shared Call Appearance PFKs display consecutively on the PFK configuration page, the Allworx
administrators can move the assignments to different PFKs limited only by the constraints within the
particular handset model.
10. Locate the next column and click define. Update the PFK settings. The chart below describes the
PFK settings. The Emergency Alert, Hot Desk, and Not Used assignments do not have a define
link.
Audible Alarm Check the box to hear the alarm from the phone speaker.
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Call Appearance Select an available user from the drop-down list.

Call Queue Select an available call queue from the drop-down list.
Call Supervision See “Call Supervision” on page 69 for more information.
Contact Leave unassigned for the Allworx user to assign a Contact, or select a contact from the drop-down list.
Function Select which Function to assign from the drop-down list. See “Function” on page 70 for more
information.
Display Only Check the box for the schedule to control the phone display.
Handset Select an available handset from the drop-down list.
Messages Select an available user from the drop-down list.
Outside Line Select an available outside line from the drop-down list.
Monitored Orbits Check the boxes of the Parking Orbits to monitor. Optional - select all or clear all to check to clear all
check boxes, respectively.
Login to queue when Check to automatically log the phone into the call queue after each reboot.
phone reboots
Reminder Duration Enter a time limit for the caller to be in the Parking Orbit before the phone rings again. Enter 0 to
disable.
Ring Group Select an available Ring Group to assign from the drop-down list.
Ring Type No Ring - phone does not ring
Single Ring - see “Ring Types” on page 55.
Double Ring - see “Ring Types” on page 55.
Ring Type 1 - see “Ring Types” on page 55.
AUTO - uses the defined ring type for the call route.
Schedule Select an available schedule from the drop-down list.
Shared Appearance Select an available Shared Call Appearance from the drop-down list.
Wait Period Specify the amount of time for callers to wait in the call queue before the phone rings.
Wrap-up Time specify the amount of time each agent can spend in wrap-up.
11. Locate the User Can Edit column. If necessary, check which PFKs Allworx users can modify.
12. Click Done to save the change or Cancel to disregard the request. Repeat for each PFK, as
necessary.
13. Use Location column use the icons to adjust the order of the programmable function keys.
Move up Shifts the current PFK definition up one position.
Move Down Shifts the current PFK definition down one position.
Delete Removes the PFK and shifts all PFK definitions below it up by one location. Because of the shift, PFK
definition #1 in each bank of 12 shifts “up” to the bottom (to position number #12) of the bank to
its left. The last PFK definition on the station becomes Not Used (position #12 of the last bank).
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Insert Shifts all PFK definitions below it down by one position. Because of the shift, PFK definition #12 in
each bank of PFKs shifts “down” to the top (to position number #1) of the bank to its right. If the
last PFK on the station (handset or Expander) was in use, its definition will “drop off” the end of the
list and is no longer configured.
To manage the Call Appearance configuration:

The Call Appearance on the Allworx phone is for originating and receiving calls and PFKs beyond the
physical keys available on the actual phone.
• Call Appearance • Line Appearance • Ring Groups (formerly known as Call Monitors)
• Shared Call Appearances • Queue Appearance
When routing calls from the Call Appearance to applications within the Allworx System (e.g., Auto
Attendants, Call Queues, or Conference Center), the server uses or overrides the Call Appearance
language, depending on the application language setting. The handset rings when any of these
appearances ring.
1. Log in to the Allworx server admin page, navigate to Phone System > Handsets.
2. Locate the Interact Professional username, and click View Configuration on the specific
handset.
3. Locate the Interact Appearances section, and click Modify. This opens the Interact
Appearances configuration page.
4. Check the boxes to enable the displayed Interact Appearances. Click change to select a new
Ring Type. For more information on Ring Type, see “Ring Types” on page 55.
12.5 Manage Handset Preference Groups

Each Handset Preference Group is a custom configuration of the handset settings and used to
configure many handsets easily and efficiently by assigning handsets to the group. The Handset
Preference Group section displays the available default and custom preference groups.The PBX and Key
System Default groups contain the factory default handset options for the respective modes.
Settings for existing handsets do NOT change in this process.

Note:
Use the following procedures to create, manage, and assign a Handset Preference Group.
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To manage a Handset Preference Group:

1. Log in to the Allworx server admin page, navigate to Phone System > Handsets > Handset
Preference Groups section. Click the additional information arrow , if necessary.
Click Show Handsets assigned to each Handset Preference Group to display the handsets
assigned to each Handset preference group.
2. Select a default group, and click one of the following links:
View Displays the Handset Preference Group current options. Click Modify to update. See “Handset Preference
Group Settings” on page 74 for more information. Click Update to save the changes or Cancel to disregard
the request.
NOTE: The system software does not enable modifying default Handset Preference Groups. Copy a default
Handset Preference Group, and then click View > Modify.
Copy Create a new Handset Preference Group.
Delete Remove the current Handset Preference Group from the server. If the Delete link is unavailable:
1. Click View, and locate the Handsets Assigned To Group section.
2. Click Modify, and deselect all the associated handsets.
3. Click Update, and restart this procedure.
Handset Preference Group Settings

Update the setting by:
• check the box to enable

• enter text or numbers, as required
• click the drop-down arrow and select an option from the list
Applies to
Setting Description Verge 92xx Reach
series series app
Name Description of the Handset Preference Group. Yes Yes Yes
Audible Dialing Hear DTMF sounds on the handset or speaker when dialing the phone. Yes* Yes* Yes*
Default: Enabled (check in box).
Auto On Hold Place an active call on hold when another call comes in (with a free Call/ Yes* Yes* No
Line Appearance PFK) when pressing the PFK for the new call.
• Avoids terminating the first call.
• Default: Enabled (check in box).
Auto Retrieve Calls Enables automatic retrieval of a hold call by going off hook. Yes* Yes* No
• If disabled, connect to an open line (if available) when going off hook.
• Default: Disabled.
Call Handoff Timeout Enables the amount of time (in seconds) before canceling the Call Handoff. Yes No Yes
Call History Size* Specifies the number of calls the station keeps in the call history. If Yes*1 Yes* No
specifying a value of zero, the phone does not maintain a Call History to
help preserve the privacy of the handset user.
Call Supervision Monitor the handset by another handset with a Call Supervision PFK. Yes Yes No
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Applies to
series series app
Call Timer Display Enables the phone LCD displays call duration timers. Yes* Yes* No
Caller ID Display Enables the phone to display any caller ID information. Yes Yes No
Clock Mode Displays phone station clock. Yes* Yes* No
• Off disables the clock display.
• 12-hour format or 24-hour format.
Codec Preference Order Check the box to select the codecs to use.Click and drag the codecs for Yes Yes Yes
the preferred codec usage order. Contact the service provider for the
preferred CODEC order.
6x12, 6x, 48x: CODEC preference choice must include G.711u.
G.722: is not supported for server audio.
This setting defines codec selection order and does not support all codecs
for all call types (example: accessing the Auto Attendant requires G.711).
The phone attempts to use the first choice but uses the codec required to
support the call.
Configuration Menu Enables the phone owner to access the configuration menu when securing Yes Yes No
phones located in common areas.
Daylight Saving Time Specifies if the handset uses Daylight Savings Time (DST) to compute the Yes Yes No
local time.
• Off - does not use DST.
• On - follows US rules for DST.
• Use current server setting - phone / server are in the same time zone.
NOTE: For remote phones, use the DST setting of the actual location
(available further down the page).
Display Date Format Changes the date display order. Options include: Yes* Yes No
• MM/DD/YY
• YY/MM/DD
• DD/MM/YY
NOTE: If the phone does not display the year (e.g., 9202e phone), the
month and day matches the order of the selection without the year.
Display Language Changes the Allworx phone display language. Yes Yes No
• Requires Allworx System Software 7.6.6.5 or later.
• Requires the Dual Language Support feature key. The phone defaults to
English during a Factory Reset, functional test mode, or if the Dual
Language Support feature key is unavailable.
• Not available to change the phone display language within the phone
configuration menu.
DTMF Playout Send DTMF digits during an active call. Yes Yes Yes
Handset Network Select Handset Network Profile Template from the drop-down list to Yes Yes No
Template download to the handset.
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Applies to
series series app
Hold Button Mode* Controls the behavior of the phone Hold button: No Yes* No
• Hold Calls, Park Lines - holds calls on Call Appearances. Parks calls on
line appearances.
• Hold then Park - press and release quickly to place the call on hold. If
the button is pressed for longer, the call is parked.
Park then Hold - press and release quickly to park the call. If the button is
pressed for longer, the call is held.
Hold Music Selection Determines the hold music such as Line-In or a .snd file. Yes Yes Yes
Hold Reminder Mode Reminds the handset user there is a call on hold. Select the reminder type Yes* Yes* No
from the drop-down list:
• No Reminder - does not notify the user.
• On Hook - beeps when the phone is put on-hook with the call on hold.
• Timer - beeps after holding the call for the specified period.
• On Hook and Timer - beeps after the holding call for the specified
period or if placing the handset on hook.
Hold Reminder Specifics a length of time a call is on hold before the call beeps. Yes* Yes* No
Timeout • Available - Hold Reminder is Timer or On Hook and Timer.
• Unavailable - Hold Reminder is No Reminder or On Hook.
• Default - 120 seconds
Intercom Auto Answer Answer an incoming Intercom call automatically. Yes* Yes* Yes
Keypad Dialing Initiate or transfer a call via the keypad. Yes Yes No
• Does not prevent the keypad from functioning during an active call.
• Prevents the use of the keypad to initiate functions directly with the
Allworx server (for example: dial number, Call Park, etc.).
• Default: Enabled (check in box).
Line Appearance(s) Use If not enabled when selecting a Line Appearance PFK to dial a number, the Yes Yes No
Dial Plan phone does not display the number, does not include the number in the
call history, and does not enable the user to redial the number.
A reason for disabling this option - if the CO lines on the system do not
follow the North American Numbering Plan (including if the lines connect
to another PBX). The use of this feature requires configuring the server
dial plan. See “Dial Plan” on page 37).
Max Jitter Buffer Size Alters the size of the jitter buffer. Yes Yes No
• Variation in network audio packet; the phone experiences latency,
resulting in a reduction in audio quality.
• Uses a jitter buffer to maximize the audio quality when jitter occurs.
Message Waiting Controls the voicemail message indicator on the phone for the handset Yes Yes No
Indication owner. Select an available option:
(optional for stations • No Indication - provides no visual display on the handset.
with no owner) • Visual - illuminates the red LED on the Messages button.
• Stutter Dial Tone - emits a stutter when a dial tone starts for each call.
• Both - provides a visual indicator and a stutter dial tone.
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Applies to
series series app
Messages Button Controls the behavior of the phone Messages Button: Yes* Yes* No
• Displays Messages List - view and manage voicemails via:
• press the Messages button once to use the phone display.
• press the Messages button twice to call the Audio Message Center.
• Calls Message Center - press the Messages button to call the Message
Center and use audio menus to manage voicemail.
Missed Call Tracking Displays the number of calls missed since last making or receiving a call. Yes* Yes* No
Select which missed calls to track:
• None
• Call Appearances Only
• All Appearance Types
Mobile Data Access Enables the phone to access WiFi and Mobile Networks. Options include: No No Yes
• WiFi Only
• WiFi and Mobile Networks
Network Settings Determines if the handset uses the selected Network Template or relies on Yes Yes No
the network settings entered on the phone.
Off Hook Auto Answer any new call when the handset goes off hook. Yes* Yes* No
Answer Default: Enabled (check in box).
Off Hook Digits Enables the phone to dial specified digits automatically whenever the Yes Yes No
Dialed phone is off hook.
• Example 1: a service phone placed at a locked door or loading dock -
disable all dialing, and the phone automatically dials a predefined
number when it is taken off hook.
• Example 2: the phone automatically dials 9* to get an outside line.
Note: The phone always dials these digits when taking the phone off
hook, Pressing the appearance does not cause the digits to be dialed.
Example: if configuring the phone to automatically dial ‘9’, eatures that
don’t start with ‘9’ (e.g. Call Park, Call Forwarding, etc.).
Off Hook Ringing Rings when receiving a new call while the handset is off hook. Yes* Yes* Yes
• Disabled (default) - does not ring the phone, if there is an active call.
• Does not affect the appearance LED indicators or the display.
On Hook Dialing Dial a keypad number. Accesses the speaker phone automatically if the Yes* Yes* No
phone is on hook and the user dials a digit on the keypad.
Paging Mode Specify the conditions for hearing pages on this handset. Options: Yes* Yes* No
• Pages Always Accepted.
• Pages Never Accepted.
• Pages Only Accepted when the station is on-hook (default).
PCP Keep-alive Interval Adjust the communication time between the Interact application and the Yes Yes No
Allworx phone, if there are network problems between Interact and the
phone that are causing Interact to disconnect from the phone, extending
this interval can avoid spurious disconnection and reconnection.
Phone Status Controls how the phone displays in the Interact Directory tab. Yes Yes No
Visibility • Normal - displays the extension and the phone status.
• Hide Status - displays the extension and the phone status as Idle.
• Hide Completely - displays neither the extension nor the status.
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Applies to
series series app
Quick Transfer Enables one-touch call transfers using PFKs that place calls automatically. Yes Yes No
Redial Memory Last number dialed is stored. Yes* Yes* No
• Enabled (default)
• Disabled
RTP /RTCP Specifies the range of UDP ports used for Real Time Protocol audio. Yes Yes Yes
Port Range • Typically 16384 to 32767 - where the low value must be even numbered
and the high value must be odd numbered.
• When placing remote phones behind third-party firewalls, under certain
conditions, to create mapping rules for each phone behind the firewall,
greatly restrict the UDP port range.
• See “Px Expanders and Remote Phones” on page 157.
Server RPC Timeout For use with Hot Desk login timeout. Yes Yes No
• Adjustable from 3 to 30 seconds for network latency.
• Default value is 10 seconds.
SIP NAT Keep-alive Some NAT firewalls automatically time out and close connections to Yes Yes No
Interval devices it protects.
• If a remote phone is behind such a firewall, this prevents the timeout.
• The phone sends messages called keep-alive packets to the Allworx
server at the specified frequency.
• Set the value to an interval that is shorter than the firewall timeout.
SIP Port UDP port number used for the SIP protocol by the phone. Use the default Yes Yes No
value of 5060 unless the handset is behind a
third-party firewall and the network requires a different value.
SNMP Use the SNMP agent on the handset with network management tools. Yes Yes No
Station Mode Changes the phone behavior to PBX Behavior or Key System Behavior. It Yes Yes No
affects how some of the PFK functions work, see “Manage the
Programmable Function Keys (PFKs)” on page 68.
Yes No No
Yes No No
Time Zone Specifies the time zone used to compute the local time. Select the time Yes Yes No
zone from the drop-down list.
Unannounced Specifies how the user completes unannounced (blind) transfers No Yes No
Transfer Mode immediately after dialing the recipient phone number.
• Requires hang-up - enables the person initiating the transfer to hold
on the line and speak to the recipient (i.e. perform an announced/
attended transfer) before hanging up to complete the transfer.
• Immediate - results in standard system software releases 7.3 and lower
unannounced (blind) transfer behavior.
Visual On Call Lights the handset Visual Ring Indicator when the handset is off hook. Yes* Yes* No
Visual Ringing Lights the Visual Ring Indicator when the phone receives an incoming call. Yes* Yes* No
If disabled, the user only hears ringing.
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Applies to
series series app
* Indicates the on-handset configuration menu can override the setting.
1
92xx IP phone series have a maimum Call History size of 99.
2 Can only override at handset if setting is “Unrestricted”.
3
Can only override at handset if setting is “Disabled”.
4 Can only override at handset to a smaller value.
To assign handsets to the Handset Preference Groups:

When adding new handsets, the server assigns the handsets automatically to the Handset Preference
Group in the active Handset Template. To save time, if the factory default options on the phone are not
accurate for the site, create a custom Handset Preference Group and incorporate it into a new, active
phone template before adding the site handsets.
If there is a change to the Display Language setting, the phone displays the current language at the beginning of the
Note: reboot and displays the new language at the end of the reboot.
To add handsets manually to Handset Preference Groups:

View Configuration See “To manage the View Configuration:” on page 67 for more information.
Handsets assigned 1. Log in to the Allworx server admin page, navigate to Phone Systems > Handsets page.
to Group 2. Locate the Handset Preference Groups section and click View.
3. Locate to the Handsets Assigned To Group and click Modify.
4. Select or deselect the user check boxes to add or remove the user from the Handset Preference
Group. When removing a handset, it automatically moves to the server PBX Station or Key System
Station default group.
12.6 Manage Handset Templates

To save time and reduce errors while configuring phones, the Allworx server includes templates that
store phone configurations for each phone type or create specific templates.
To see a list of current templates:

1. Log in to the Allworx server admin page, navigate to Phone System > Handsets.
2. Locate and open (click the additional information arrow , if necessary):
Handset Network Profile Displays the current network profile templates. Click View to see the available profile
Templates templates.
Handset Configuration Displays the list of Active Templates and Handset Templates. Click the phone model link in
Templates either table to view that template.
To manage Network Profile Templates:

The phone stores network and registration settings as a Handset Network Profile. Allworx
administrators can select a Handset Network Profile to avoid manually changing phone settings for
different situations such as connecting to a second Allworx server for disaster recovery purposes or
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temporarily connecting to the Allworx server from home by selecting a user or server profile.
Network Profile Templates, and click the additional information arrow , if necessary.
View Displays the Handset Network Profile Template settings. Users cannot change the default templates. For
non-default templates, click Modify to update:
Template Name: Type a new description in the field provided.
Next Phone Reboot use: Select an option from the drop-down list:
• Current Phone Settings
• Phone Archived Profile
• <Newly created profile(s)>
Note:
Phone settings can override the Next Phone Reboot setting. Verify the Handset Network setting. See the
phone user guide to update the settings.
To include a new profile associated with the template, click add profile and update the settings. For existing
profiles, click modify to update the existing settings or delete to remove the template from the list.
Next Phone Reboot use: Select an option from the drop-down list:
• Current Phone Settings
• Phone Archived Profile
Network Profile Settings

Profile Name: Enter a description.
Phone IP: Select an option from the drop-down list:
• DHCP
• Use Phone Setting.
It is not possible to assign a static IP address to a phone using a Handset
Network Profile.
VLAN: Select an option from the drop-down list:
• Use Phone Setting
• Disabled
• Manual
• Hub Debug Mode
• CDP Enabled
• LLDP Enabled
• Auto Configure
Auto NAT: Assists phones that are remote and behind a firewall or router using NAT. Select
On or Off from the drop-down list.
Plug and Play Key: Enter a new key.
Boot Server Address: Enter the IP Address or Domain Name.
Time Server Address: Enter the IP Address or Domain Name.
Contact Server IP: Enter the IP Address.
Phone VLAN Settings Enter an ID and Priority number.
PC VLAN Settings Enter an ID and Priority number.
Click Add to save the new profile or Cancel to disregard the request.
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Copy Duplicates the selected Handset Network Profile Template. Click Update to save the changes or Cancel to
Delete Removes the profile from the list. Verify the selected template, and then click Delete to remove the template
or Cancel to disregard the request.
3. Select Add for more profiles following the steps above.
After creating a template, assign it to the phone using the Handset Preference Groups. Follow the
procedure “Manage Handset Preference Groups” on page 73 for more information.
To change the handset configuration template:

The current, default template for each phone type lists in the Active Templates section.
Configuration Templates. Locate the phone model number, and click Change.
2. Select a Handset Template from the drop-down list to use as the default.
To manage the Handset Templates:

Allworx administrators cannot change factory default handset templates.
Configuration Templates > Handset Templates. Click the additional information arrow , if
necessary.
<Template name> Click a default template to view the settings. Click a non-default template to view/modify the settings.
Copy Creates a duplicate of the selected Handset Template.
Delete Removes the Handset Template from the list. IMPORTANT: The Allworx server does not enable deleting
Factory Default or Active Handset Templates. Requires no further action.
3. Click the new Handset Template to open the View Template page and select an option:
edit name Enter a new description in the field provided.

Handset Preference Click modify and select a Handset Preference Group from the drop-down list.
Group section
Programmable Click modify. See “Manage the Programmable Function Keys (PFKs)” on page 68 for more
Function Keys information.
Interact Appearances Click modify and check or uncheck the appropriate check boxes to enable or disable the Interact
Appearances, respectively.
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5. Navigate back to the Phone Systems > Handsets > SIP Handsets, and click Reboot Allworx
Handsets. This reboots the Allworx handsets for the changes to take effect.
To assign a handset template:

Handsets, and click the additional information arrow , if necessary.
+ Bulk edit feature - assigns the Handset Preference Group to multiple handsets at once.
1. Click the check box in the left column to select the phones to apply the Handset Preference Group.
2. Locate the Handset Preference Group line and select the Handset Template in the drop-down list. Click Apply.
<User> 1. Locate the line for the specific phone and click View Configuration.
2. Locate the Template Options section and select the preferred template in the drop-down list. Click Apply.
3. Locate the SIP Handsets heading and click Reboot Allworx Handsets. This reboots the
Allworx handsets for the changes to take effect.
12.7 Access Phone Web Administration

Access each Allworx handset using a web interface to view stored configuration information of the
handset, modify the handset configuration and personal speed dials, and view information (event log,
call history, phone configuration parameters). The phone web admin page has the same look and feel
as the Allworx server web admin page, but the password used to access the phone web admin page is
NOT the same.
The server must be able to reach the phone IP Address. Typically, the server cannot reach remote phones.
Note:
To access the phone administration:

1. Log in to the Phone Administration page. To learn the password, see “VoIP Server” on page 181
for more information.
2. Access the administration page of an Allworx handset using one of the following options.
Allworx server web 1. Navigate to the Phone System > Handsets page.
admin page 2. Click handset IP address.
Browser 1. Enter the IP address of the handset.
2. Find the IP address using the handset soft keys: CONFIG > Current Status > Info.
12.7.1 Connect Allworx Desk Phones to the Allworx Server LAN

The procedures below describe connecting the Allworx phones to the same LAN as the Allworx server.
If connecting to a different network, see “Px Expanders and Remote Phones” on page 157.
12.7.2 Manage DHCP IP Addressing

The Allworx phone default is DHCP client enabled. When connecting an Allworx phone to a network
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with a DHCP server, the phone receives the network setup information.
The phone registration requires updating the configuration with the IP Address of the Allworx server as
well as the network setup.
• If the network DHCP server is the Allworx server, the phone registers automatically.
• If the DHCP server is not the Allworx server, setup the DHCP server to provide the phone with
the Allworx server IP Address. Use the TFTP boot server (option #66) in the DHCP data set. If the
TFTP boot server is set properly, the phone needs no additional configuration.
• If the phone gets the IP address from a non-Allworx DHCP server and the DHCP server does not
provide the TFTP boot server IP address, manually set the boot server IP address (the address of
the Allworx server) on the phone.
• If the DHCP server is the Allworx server or if using a properly configured third-party DHCP
server, use Plug and Play feature to install the Allworx phone. See “Install with Plug and Play” on
page 86 for more information.
To manage DHCP IP address on the 92xx IP Phone Series:

1. Press the phone CONFIG soft key. Use the arrow buttons to highlight Network Settings, and
press the Select button . If prompted for a password, enter allworx using the numeric
keypad, and then press the Select button . The DHCP setting highlights.
2. Use the arrow keys to highlight Edit Boot Server. Press the Select button . Use the numeric
keypad to enter the Allworx server IP address. Use the asterisk key (*) for periods. When done,
press the Select button .
3. Press the EXIT soft key repeatedly until asked to save the settings. Press the YES soft key.
4. Reboot the phone: press the CONFIG soft key, use the arrow keys to highlight Reboot Phone,
and press the Select button . Answer Yes to the prompts. The phone reboots and connects
using the DHCP and manually entered settings.
5.
12.7.3 Manage Static IP Addressing

If assigning the phones static addresses rather than using DHCP, manually enter the following network
settings on the phone:
• Boot server (the Allworx server IP address or domain name) • DNS Server IP • Netmask IP
• Time Server (optional, can be an IP address or domain name) • Phone IP • Gateway IP
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To update the 92xx IP phone series Static IP Address:
To abort an Allworx phone boot cycle:

Note: • Allworx System Software release 7.4 or higher: press the MUTE/DND button three times.
• Allworx System Software release 7.3 or lower (phone firmware version 2.3 or lower), press the RELEASE button three
times.
1. Press the phone CONFIG soft key.
2. Use the arrow buttons to highlight Network Settings, and press the Select button . If
prompted for a password, enter allworx using the numeric keypad, and then press the Select
button . The Network Settings menu displays and DHCP highlights.
3. Press the Select button until the DHCP setting is Disabled.
4. Use the arrow keys to highlight Edit Boot Server. Press the Select button . Use the phone
keypad, enter the IP address or the domain name of the Allworx server. Use the asterisk key (*)
for periods. When done, press the Select button .
5. Highlight, select, and enter the remaining settings from the list above. Press the EXIT soft key
repeatedly until the system prompts to save the settings. Press the YES soft key.
6. Press the CONFIG soft key to reboot the phone, use the arrow keys to highlight Reboot Phone,
and press the Select button . Answer Yes to the confirmation. The phone reboots and
connects using the DHCP and manually entered settings.
12.8 Manage VLAN Settings

A network site using VLANs requires additional configuration. Change the setting to Manual to reduce
the phone boot time, if:
• the network settings VLAN is set to Auto Configure, and

• connecting the Allworx server to a switch port that does not support a discovery protocol.
The Allworx phones VLAN configuration options are as follows:
System software release Default to VLAN auto configure.

7.2 or higher (phone firmware
version 2.2 or higher)
Automatically configured The network utilizes LLDP-MED or CDP to set network host VLAN configurations.
Allworx phone
Manually configured If the phone is running an earlier version of firmware or if the network does not use LLDP-MED or
Allworx phone CDP.
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To configure VLANs on the 92xx series phone:

1. Press the phone CONFIG soft key. Use the arrow buttons to highlight Network Settings and press
the Select button . If prompted for a password, enter allworx using the numeric keypad, and
then press the Select button . The Network Settings menu displays and DHCP highlights.
2. Use the arrow keys to highlight VLAN. Press the Select button until the VLAN setting is
Manual. Use the arrow buttons to highlight Phone VLAN Settings. Press Select . Enter the
values. Press the Select button to save the entered values.
• Phone VLAN ID • PC VLAN ID
3. Use the arrow buttons to highlight PC VLAN Settings. Enter the values. Press the Select button
to save the entered values.Press the EXIT soft key repeatedly until prompted to save the
settings. Press the YES soft key.
4. Press the CONFIG soft key to reboot the phone, use the arrow keys to highlight Reboot Phone,
and press the Select button . Answer Yes to the confirmation. The phone reboots and
connects using the DHCP and manually entered settings.
If the phones are running an earlier version of the firmware or if the network does not use LLDP-MED or CDP, it may
Note: be more efficient to upgrade the phones prior to connecting to the site network. Do this in a lab by connecting the
phones to an Allworx server that uses the system software release 7.2 or higher.
12.8.1 Create On-phone Archive Profile

The Allworx phone can store an On-phone Archive profile using the CONFIG menu on the phone.
Download additional profiles to the phone from the server using the Handset Preference Groups.
To create the On-phone Archive profile for a 92xx IP phone:

1. Press the CONFIG soft key on the phone. Use the arrow buttons to highlight Network Settings,
and press the Select button .
If there is already a connection between the Allworx server and the phone, the system prompts
for a password, enter the password from the Allworx server admin Servers > VoIP page, and
then press the Select button . The Network Settings menu displays.
2. Use the arrow buttons and the Select button , configure the network settings.
3. Press the ARCHIVE soft key to save the current network settings as the Archive profile. The
Archive profile is when changing the Network Settings and/or rebooting the phone.
To create the On-phone Archive profile for a Verge 9300 IP phone:

The Verge IP phone series automatically creates an archive profile each time a user creates and saves a
new network profile.
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12.8.2 Install with Plug and Play

Add Allworx phones to the Allworx server using the Plug and Play installation. Set up the network
connection to the server, and the phones register with the server during the next restart or power up.
Plug and Play enables unauthorized users to add phones to the server without Allworx administrator knowledge. To
Caution: avoid this, disable Plug and Play installation of handsets. See “VoIP Server” on page 181 for more information.
Manually add phones to the system when disabling Plug and Play for security reasons or to configure the phone prior
to plugging into the network (for example: pre-configure the server before an installation at the customer site).
To add VoIP phones manually from other manufacturers, see “Manage Allworx and Generic SIP
Handsets” on page 63. When first connecting to the Allworx system, assign an Allworx IP phone to a
user or replace an existing phone. The following options are available:
Now > Add Assigns a user to the phone immediately. Select from the list of all system users or limit the list to those
users with no assigned phones. Reboot the phone to complete the assignment.
Now > Replace Replaces a compatible, existing Allworx phone. Select from the list of the all Allworx system phones. The
phone web administration password, if any, is required to replace a phone. See “VoIP Server” on
page 181 to view or change the password. Reboot the phone to complete the phone replacement.
Later Defers the user assignment. If there is no existing phone configuration from within the Web Admin
page, the user assignment prompts display on subsequent reboots.
Via Web Assign the user via the web administration. The user assignment prompt does not display on
subsequent restarts.
• If there is difficulty configuring a phone, restore the phone to the factory defaults, and then
reapply the settings.
• If rebooting an Allworx IP phone on the network and a new version of phone software is
available, the phone firmware requests to load the upgrade.
• When using Plug and Play to register a phone, the server displays the phone on the Phone
System > Handsets > SIP Handsets section with the correct model and the MAC address.
12.9 Test the Phones

Some suggested steps for verifying that a phone is set up correctly:
• dial 4001 for Auto Attendant.

• enter ‘#7’. The Auto Attendant plays back the phone configuration information.
• hang up. The phone rings back.
If any of these steps fail, check the following the physical wiring between phone and server, the
network settings, or the phone and server configuration.
1. Extensions may vary per system. If using a non-default Internal Dial Plan, consult the Phone Functions tab of the
My Allworx Manager page to determine the extensions to use for the corresponding feature.
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Chapter 13 Languages
Languages supports US English and one second
language for audio prompts. The server Prerequisites
language configuration supports playing
prompts in one of two languages. Callers can Access Permissions Allworx Server Administrator
switch between the two languages by pressing Phone Administrator role*
‘##’.
Feature Key Dual Language Support
Required
To change the handset display to Castilian
Note: Spanish or Canadian French, see “Handset
Preference Group Settings” on page 74 for *Not all features on the Languages page are available to Phone
more information. Administrators.
Important points of dual language support:

• Factory-installed primary language: US English.
• Additional languages: install a Language Pack (available from the Allworx Reseller Portal) and
select it as either the Primary or Secondary language.
• Assign points of origin of new calls (Outside Lines, Users, and handset Call Appearances) a
language. The default language is Primary.
• Configure the prompts in the following Allworx system call features to use the language of the
call point of origin or override it with a specific language:
• Auto Attendants* • Call Queues*

• Leaving Voicemail • Phone Features (Call Park, Call Forward, Do Not
Disturb extensions, Displays)
• Conference Center* • Follow Me*
• Message Center*
* If configured, callers can toggle between languages by pressing ##. Example: An Auto
Attendant uses Spanish prompts. The prompt speaks in English “To switch to English, press
##.”
• Record and save custom greetings for Auto Attendants and Call Queues with a length limit of 15
minutes per greeting separately for the primary and secondary languages. The custom
recordings are not a part of the previously downloaded language pack. Therefore, if the primary
or secondary language changes, the server continues to use the original primary custom
recordings.To manage the custom recordings, see “Custom Recordings” on page 215 for more
information.
• Incoming calls to the Allworx system from remote Allworx servers retain the language used by
the remote system, unless overridden by language settings on the local server.
All interconnected Allworx servers must run the same release of software and use the same languages.
Note:
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13.1 Install the Language Pack

The Allworx system default language is US English. After adding the Dual Language Support feature
key to the system, the Allworx administrator can install one additional language.
To install an additional language:

1. Download the language pack from the software download page of the Reseller Portal at
www.allworxportal.com.
2. Unzip the download and copy the language pack (.alp) file onto the PC.
3. Log in to the Allworx server admin page, navigate to Phone System > Languages and locate
the Language Pack Installation and Removal section. Click one of the following options:
Remove Deletes the currently installed language pack. Be sure this is the language file to delete - there is no
further action after clicking this button.
Choose File Select the appropriate language pack to install on the server. To install the language pack:
1. Navigate to the location of the language file on the PC, select the .alp file and click Open.
2. Click Install. After the installation is complete, locate the Server Language Configuration, and
click Modify.
3. Select the new language for the Primary or Secondary language.
4. Select a second available language (e.g. US English) as the Primary or Secondary language, and
then click Update to save the change or Cancel to disregard the request.
4. Restart the server for the changes to take effect.
13.2 Manage the Language Settings

Features such as Auto Attendants and Call Queues within the Allworx system play audio prompts. To
configure outside lines, see “Outside Lines” on page 97. To configure specific handsets, see “Handsets”
on page 61.
To control the language behavior of the prompts:

1. Log in to the Allworx server admin page, and navigate to Phone System > Languages. Locate
the Call Application Language Settings section.
2. Click modify. Locate the feature line and change the settings:
Answer Prompts play in the selected language. Select an option from the drop-down list.
Language
Automatic Prompts play in the current language. For calls from an outside line or Call
Appearance, the system uses the call origin default language. If calls come from
another application (e.g. the call came into a queue from an Auto Attendant), the
system uses the language from the previous application (e.g. Auto Attendant).
Primary Language Overrides the current language.
Secondary Language Overrides the call current language, if installed.
Enable Enables callers to switch languages when the call reaches an Allworx server feature. To switch languages,
Language callers must press ##. To enable callers to change language for the preferred application, check the Display
Change Language Change box.
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Language Change the prompt language when reaching an Allworx server feature (except for when leaving a voicemail
Change Prompt message or when using phone features). Select an option from the drop-down list:
Play if needed The prompt does not play if the caller has already had a chance to change languages
in a prior application. For example: if a Call Queue Language Change Prompt setting
is If Needed and directs a routed call to the queue from an outside line, the language
change prompt plays. If the call came through an Auto Attendant that enables
language changing, the prompt does not play because the caller already had a
chance to select a preferred language.
Always play Every time a call reaches the application, in addition to the prompts normally played,
the prompt plays to change the language (“To switch to English, press ##”).
Never play The prompt to change the language does not play. Used when incorporating the
prompt to change language to a custom greeting or message. Unavailable for
Follow-Me-Anywhere prompts.
Configuration Examples
Example 1: A company has clients that speak English or Spanish. English-speaking clients use one
phone number while Spanish-speaking clients use another phone number. The server configuration is:
Configuration Setup
Primary Language English
Secondary Language Spanish
CO Line 1, Default Language Primary, routed to Auto Attendant 1
CO Line 2, Default Language Secondary, routed to Auto Attendant 1
All Applications
Answer Language Automatic
Language Change Enabled
Language Change Prompt Always play
Results:
• English-speaking clients call the English phone number (CO Line 1) and route to Auto Attendant
1 to hear English prompts as well as a prompt to switch to Spanish. Callers dial the appropriate
extension. All additional prompts are in English, i.e., leave a voicemail or the Follow-Me-
Anywhere prompt to record.
• Spanish-speaking clients call the Spanish phone number (CO Line 2) and route to Auto
Attendant 1 hearing Spanish prompts as well as a prompt to switch to English. Callers dial the
appropriate extension. All additional prompts are in Spanish, i.e., leave a voicemail or the Follow-
Me-Anywhere prompt to record.
Example 2: A company has a Customer Support operation; the technicians speak English or French
Canadian. The company has one incoming line for Customer Support calls. The server directs all callers
to the same Auto Attendant.
• English-speaking callers dial a shortcut to a support queue serviced by the English-speaking

technicians.
• French Canadian-speaking callers switch to a second Auto Attendant, and then dial a shortcut to
a queue serviced by the French Canadian-speaking technicians.
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The server configuration is:
Configuration Setup Configuration Setup

Primary Language English
Secondary Language French Canadian
T1 Language English
(all lines)
Auto Attendant 1 Auto Attendant 2
Answer Language Primary Answer Language Secondary
Language Change Disabled Language Change Disabled
Shortcuts • Dial 1 for x4302 (Auto Attendant 2) Shortcut • Dial 1 for x4402 (Call Queue 2)
• Dial 2 for x4401 (Call Queue 1)
Custom Messages • “For French Canadian, press 1” Custom Message • “To speak with Customer Support,
(recorded in French Canadian) press 1” (recorded in French Canadian).
• “To speak with Customer Support,
press 2” (recorded in English)
Call Queue 1 Call Queue 2
Answer Language Primary Answer Language Secondary
Language Change Disabled Language Change Disabled
Results:
The server directs all callers to Auto Attendant 1 to:
Option Result
Hear an English greeting Prompts to:
• Press 1 for French Canadian.
• Press 2 for Customer Support.
Callers press 1 Enter Auto Attendant 2
• Hear the full greeting and prompts in French Canadian.
• Prompt to press 1 for Customer Support.
• Enter Queue 2 to hear the greeting and status messages in French Canadian. A French
Canadian-speaking technician services the call.
Callers press 2 • Enter Queue 1.
• Hear the greeting and status messages in English. An English-speaking technician
services the call.
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Chapter 14 Message Aliases

Message Aliases enable Allworx administrators to
add user or group email addresses on the Allworx Prerequisites
server.
The Allworx server supports unified messaging, Phone Administrator role
which supports:
• combining user voicemail and email
messages into one inbox.
• forwarding messages to another email account or POP to an email client.
• using a phone to listen, delete, or forward voicemail messages. When deleting a voicemail
message via a phone, the server inbox deletes the message.
• deleting unified messages from the server due to a POP or mail forward; the server also deletes
the voicemail, and it is no longer accessible by phone.
14.1 Access Voicemail and Email Messages

To access voicemail and email messages from the server:
• Forward messages to another email account.
• Use a POP3 or IMAP email client to transfer the messages to a PC. IMAP is only available after
installing a Mobile VM feature key on the server. See “Email” on page 173 for more information.
14.2 Manage Message Aliases

If saving a copy of each message on the server, users can exceed the server inbox storage space quota. To avoid this,
Note: users should manage old messages in the Message Center. To delete saved messages for individual users, see “Delete
User Messages Recordings, or Contacts” on page 134.
Use the server Message Aliases feature to forward any incoming message (voicemail or email) for a
user to an external (non-Allworx server) email account.
1. Log in Allworx server admin page, navigate to Phone System > Message Aliases.
2. Determine the Message Alias type (options are as follows):
User Message Alias Message sent to a specific user; may include multiple addresses. When selecting an
extension, the alias is available int he Visual and Audio Message Centers as a recipient of
new voicemails.
Group Message Alias Message sent to a specific group; may include multiple addresses.
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add new Adds another message alias to the server.

alias 1. Locate the first field and:
User Message Alias Select option from the drop-down list to update the user field.
Group Message Aliases Enter the group name.
2. (optional) Locate the Message Center Alias field and click the drop-down list. Select the appropriate
Message Center alias from the list. This causes the alias to be available in the Message Center as a
recipient for new voicemail messages.
3. Check the Keep copy on server to keep a copy of the voicemail in the Message Center.
4. Locate the Addresses field and enter the external email address. Click the tab button to add multiple
addresses.
5. Click Add to save the new message alias or Cancel to disregard the changes.
Modify Updates an existing message alias.
1. Locate the first field and:
User Message Alias Select option from the drop-down list to update the user field.
Group Message Aliases Enter the group name.
2. (optional) Locate the Message Center Alias field and click the drop-down list. Select the appropriate
Message Center alias from the list. This causes the alias to be available in the Message Center as a
recipient for new voicemail messages.
3. Check the Keep copy on server to keep a copy of the voicemail in the Message Center.
4. Locate the Addresses field and enter the external email address. Click the tab button to add multiple
addresses.
5. Click Update to save the new message alias or Cancel to disregard the changes.
Delete The server removes the message alias.
1. Locate the user in the Users list and click Delete in the Action column for the appropriate message alias.
Read the pop-up message and confirm this is the user to remove from the business directory.
2. Click Delete to remove the user from the list or Cancel to disregard the request.
No further action is necessary.
14.3 Avoid Common Mistakes in Forwarding Messages

A common error is assigning the Allworx server domain name the same as an existing domain name.
An Internet hosting service provides email for employees: [email protected]. Configure the email
application to POP the email off the hosting service email server for employees to get email.
When installing the Allworx server, it receives a domain name of mycompany.com. This creates a
problem when configuring the Internet DNS servers sending mail to [email protected] to the
external hosting service IP address, but the Allworx DNS server thinks it is responsible for handling
email for the same domain name.
The solution is to not use the same domain name for both servers.Put [email protected] in the
members list for the Allworx server to recognize the username and send the email to itself instead of
the external IP address.
To setup external accounts (SMTP, POP3 Client, IMAP Client), see “Email Server Configuration Settings”
on page 173. When using personal email accounts for External SMTP Accounts or POP3 Clients, see
“User Template Settings” on page 136 for more information.
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Example 1
Requirements Tom (login name tom) does not expect to get email at the Allworx server address, but he uses an external email
account ([email protected]). The Allworx server voicemail should go to the external email account and also be
available from his phone.
Configuration Set up an Allworx server User Message Alias for Tom to forward all messages to the external email account, and keep
a copy on the Allworx server. Create a new message alias to:
• Set the email Alias to Tom.
• Set members to Tom and [email protected].
Commentary Tom uses the phone to delete old voicemail messages. If sending an email to the Allworx account, the Allworx server
forwards it to an external account, leaving a copy on the Allworx server. If email accumulates on the server, Tom needs
to connect with a POP email client to delete the old messages.
Example 2
Requirements Tom is a remote user of the system and does not have a phone. The extension configuration sends all calls directly to
voicemail. Tom wants to access all email and voicemail messages from his external email account ([email protected]).
Configuration Set up an Allworx server User Message Alias for Tom to forward all messages to the external email account. Create a
new message alias to:
• Email Alias is set to tom.
• Members is set to [email protected].
Commentary Tom gets all email and voicemail messages using the external email account. Since the system deletes the messages
off the server after forwarding, Tom does not need to periodically delete anything.
Example 3
Requirements Tom wants use the Allworx server for his email, and his phone to listen to voicemail messages. Tom does not want the
voicemail sent to his email account.
Configuration Set up Tom’s Allworx server POP3 Mail Transfer configuration to transfer email messages. Set up Tom’s PC email
application to POP email off the Allworx server without leaving a copy on the server.
Commentary The server deletes Tom’s email messages as soon POPping to his PC email application. The server keeps Voicemail
messages until he deletes them via his phone.
Example 4
Requirements Tom wants to use the Allworx server for email. He wants to use his phone to listen to voicemail messages and wants
to send those messages to his email account.
Configuration Configure Tom’s Allworx server POP3 Mail Transfers for email and voicemail messages (default). Set up Tom’s PC email
application to POP email off the Allworx server and leave a copy on the server until deleting the message on his PC.
Commentary Tom can to listen to voicemail messages on his phone or PC (via email). If he deletes a voicemail message using his
phone, it remains on the PC. However, if he deletes a voicemail from the PC, it does not remain on the server, making
it no longer available on his phone. Tom must periodically delete messages from the PC to avoid exceeding the server
message quota.
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Chapter 15 Music On Hold

Music on Hold provides audio to callers in
queues, calls held on phones, and parked calls. It Prerequisites
also supports configuring multiple file sources
and playing different music to different callers. Access Permissions Allworx Server Administrator
Music can come from a Line-In source or from
electronic files stored on the Allworx server. To Feature Key Required No
use a Line-In source, consult the Allworx Server
Installation Guide.
15.1 Filename Requirements

The Allworx server provides an electronic hold music file (default music file: “moh_supplied.snd”), and
the Music On Hold file repeats as long as there are callers on hold. If a different style or a site-specific
music track is necessary, import it onto the Allworx server. See “To import/export greetings and
messages:” on page 21 for more information.
Allworx recommends assigning the files to Handset Preference Groups instead of individual Call Appearances.
Note: Assigning the file to a Handset Preference Group updates the Hold Music Selection preference setting for the group.
See “Handset Preference Group Settings” on page 74 for more information.
The system audio (e.g. Auto Attendant greetings) files must be Telephony, raw, mu-law (u-law), mono,
8-bits per sample, 8KHz sample rate and use the file naming convention:
File name: moh_n_m.snd
• 'n' is a number between 1 and 30. This is a unique number among the Music On Hold files on the
system. If importing a Music On Hold file that duplicates the number ‘n’ of a file that is already
on the system, the system replaces the existing file.
• 'm' is a user defined string that uniquely identifies the file. Valid characters include ('A'-'Z'), ('a'-
'z'), ('0'-'9') and underscore.
• Example: moh_1_sales.snd or moh_2_service.snd.
To convert files into the required format for the Allworx server, see “Custom Recordings” on page 215.
To assign individual Call Queues or ACD queues, see “To manage the Call Queues/ACD settings:” on
page 29.
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15.2 Manage the Music On Hold

To manage the Music On Hold:
1. Log in to the Allworx server admin page, and navigate to Phone System > Music On Hold. The
following sections display on the page:
File Statistics The memory allocation for imported music file.

Music On Hold Source Individual music file details, assigning music sources to Call Queues, Call Appearances, and
handset preference groups.
2. Navigate to > Music On Hold Sources > modify. The Reach Link, Call Queue, Handset
Preference Group, and Call Appearance tables display.
3. Select the table, and then click the associated Source drop-down list to select an available
option.
Option Description
Line-In Default music source. Change the selection by going to a different music source, click Usage,
and check the preferred client(s).
File <name.snd> or Sets the client to use a file that is built into the Allworx System supplied by the Allworx Server
moh_supplied.snd Administrator.
None Sets the client to use no Music On Hold.
4. Repeat step 3 to update each available table/line item.
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Chapter 16 Outside Lines

Outside Lines support access to various communication
lines. Allworx servers support placing and receiving calls Prerequisites
over the following line types:
Allworx Server Phone Administrator role*
Network Administrator role*
Line Type 6x12 6x 48x Connect
Feature Key No
POTS/CO X X X X*
Required
SIP Proxies X X X X
* Features are available to Phone Administrators or
Px Expanders X X X
Network Administrators, but not both roles.
SIP Gateways X X X
T1/PRI X X**
T1/CAS - T1/RBS X X**
NFAS X
* Applies to Connect 324, 536, and 731 servers only.
** Applies to Connect 731 server only.
Additionally, the Allworx server and Allworx IP phones support a configuration like a Key System.
Example Configuration:
Requirement An insurance agency, Best Insurance, has 3 CO lines.

• The office has five employees, each having an Allworx phone.
• The system behaves like a Key System with a PFK on each phone mapped to each of the CO lines.
• Using the PFK, each employee can monitor and directly answer each of the CO lines. If unanswered, an
incoming call should ring 6 times before routing to a central (not individual user) voicemail for the office.
Configuration 1. Create a generic user on the system to receive the central voicemail for the office. Call the user “Best
Insurance”.
2. Create a system extension to route all incoming calls. Set up the call route so that it has one connection
attempt with Key System Ring Delay so the Call Appearance (phone) that rings 6 times.
3. Configure the call route Finally Route to transfer to voicemail for user “Best Insurance”. For each CO line, check
the Enable Line Appearance box in “Manage Analog Central Office (CO) Lines” on page 98.
4. Configure the call route for each CO line so all calls go to the created system extension.
5. Configure a Line Appearance PFK for each CO line on each Allworx phone. See “Manage the Programmable
Function Keys (PFKs)” on page 68.
16.1 Manage Anonymous Call Handling

Anonymous Call Handling is the call routing when the incoming Caller ID is private. Anonymous Call
detection requires receiving Caller ID information that specifies the calling party has requested privacy.
The Allworx server default routes anonymous calls normally, unless otherwise specified.
To manage anonymous call handling:

1. Log in to the Allworx server admin page and navigate to Phone System > Outside Lines.
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2. Locate the Anonymous Call Handling section, and click the additional information arrow , if
necessary.
3. Click modify. The Anonymous Call Handling window opens. Click one of the following options:
Routed normally Default setting. Incoming calls continue to follow the specified call route. See “Manage Call
Routes” on page 58 for more information.
Routed to extension Configure a new number to route private calls normally on the system. Select an extension/
user from the drop-down list.
NOTE: Not all ITSPs support Anonymous Call Handling.
16.2 Manage Analog Central Office (CO) Lines

Central office (CO) lines connect and route telephone calls in the public switched telephone network.
Limitations with CO lines:

If connecting the parties from one CO (POTS) line to another CO (POTS) line, the announced call
transfer feature does not work. Set up the handset so that all transfers are blind transfers by managing
the Handset Preference Group > Unannounced Transfer Mode > Immediate option. See “Manage
User Templates” on page 135 for more information.
To manage an Outside (CO) FXO Line:

1. Log in to the Allworx server admin page, navigate to Phone System > Outside Lines.
2. Locate the Analog (CO) Lines section, and click the additional information arrow , if
necessary. Locate the Analog (CO) Lines table, and click one of the following links:
New FXO 1. Enter the settings information per “Outside (CO) FXO Line Settings” on page 98.
Line 2. Click Add to save the change or Cancel to disregard the request.
Modify 1. Update the settings per “Outside (CO) FXO Line Settings” on page 98.
Delete Removes the Outside (CO) Line from the server. Click Delete to remove the line or Cancel to disregard the
request.
Outside (CO) FXO Line Settings
Outside Line
Description DNIS display on phones that receive calls on this line.
Port Automatically filled in.
Enable Line Appearance Configure the handsets with Line Appearance PFKs for this line.
Default Language Select a language for systems configured with multiple languages to use with Auto
Attendant and/or queue prompts for inbound callers.
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Features
Line has Caller ID Service Display the Caller ID information.
Enable Echo Cancellation Only disable at the request of Allworx Customer Support.
Enable Comfort Noise Applies to Allworx Connects servers only. Enable or disable Comfort Noise Generation.
Default is enabled, only disable at the request of Allworx Customer Support.
Optimize for short loops Check for FXD/IADs less than 500 feet away, not typically selected.
Send digits as dialed Indicate sending outbound numbers dialed exactly as on the handset placing the call. The
number converts into NANPA dialing form, so this box is not normally checked. However,
in some cases, the service provider or proxy may be doing the conversion automatically
and need to defeat the Allworx server’s conversion mechanism without processing per
External Dialing Rules.
Prefix Digits Enter automatically dialed digits on the line prior to dialed digits by handsets placing
outbound calls on this line.
CPC Disconnect timer Default 350 milliseconds.
Pre-dial delay Typically 500 milliseconds.
DTMF Duration Typically 100 milliseconds.
DTMF Gap Typically 100 milliseconds.
Default Auto Attendant Section
Select the attendant used to answer when Select an option from the drop-down list.
calls received from this source are routed
to an Auto Attendant.
Call Route
Calls received from this CO line go to: • Extension - select from the drop-down list.
• Auto Attendant
• Voicemail for user - select from the drop-down list.
To setup Fax Server Support and route an outside line to the device:
The Allworx server provides the ability to send control information in the form of DTMF digits to
devices connected to the server FXS ports. Use a phone extension phone and/or the dialed number
(DNIS) along with arbitrary DTMF characters to control the following devices:
• Analog FAX servers (e.g. Multi-Tech FaxFinder)

• External paging amplifiers
• External voicemail servers
The server sends the digits immediately after the device answers and before audio from the calling
source is available. To add the device and configure sending the DTMF digits, see “Manage Analog
Handsets” on page 61. To receive incoming calls, route an outside line to the attached device port.
1. Create an extension that rings the port of the device. See “Add New Extension” on page 55 for
more information.
2. Route an outside line to the extension.
For specific device setup instructions for the Multi-Tech FaxFinder, please refer to the application notes located on the
Note: Allworx Partner Portal at www.allworxportal.com.
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16.3 Manage Direct Inward Dial (DID) Blocks

Direct inward dialing (DID) is a block of phone numbers for calling into a PBX without requiring a
physical line for each number offered by a local telephone company. Working with the PBX, it maps
each number to a PBX extension. Each PBX user has a unique outside number that rings the user’s
phone directly, rather than directing the incoming call to an Auto Attendant. The maximum number of
DID blocks is 2000.
Setup Checklist
Follow the order of the steps to successfully configure the Allworx server for DID service.

1 Create a DID block “To create a DID Block:” on page 100.
2 Configure the call routing plan for the DID block. “To configure a Call Routing Plan for the DID Block:”
on page 101
3 Create a DID line for each DID trunk line plugged into the server.
To create a DID Block:

1. Login to the Allworx server admin page, navigate to Phone System > Outside Lines.
2. Locate the Direct Inward Dial Blocks section, and click the additional information arrow , if
necessary.
add new Creates a new direct inward dialing block.

DID Block 1. Enter the following information:
• Starting Phone Number (include area code and exchange)
• Total number of phone numbers in DID block (specified by the telephone company)
• DID Routing Plan - select the plan from the drop-down list.
2. Click Add to save the changes or Cancel to disregard the request.
NOTE: If the site phone numbers are over a range of numbers, create DID blocks for each individual or
grouping of phone numbers.
• It is suggested to create a larger DID block that spans multiple DID ranges, even if many of the numbers in
the block are not in use for easier management of the blocks.
• Since there is a limit to the number of assigned DID blocks to any outside line (128 blocks per line),
combining DID numbers into larger blocks avoids reaching this limit.
Modify Reconfigure the existing settings.
1. Enter the following information:
• Starting Phone Number (include area code and exchange)
• Total number of phone numbers in DID block (specified by the telephone company)
• DID Routing Plan - select the plan from the drop-down list.
Delete Removes the DID Block from the system. Verify the DID block selection, and then click Delete to remove the
DID Block or Cancel to disregard the request
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To configure a Call Routing Plan for the DID Block:

The server uses the Default Extension to map any unassigned phone numbers to an extension.
1. Create the DID block. See “To create a DID Block:” on page 100 for more information.
2. Log in to the Allworx server admin page, navigate to Phone System > Outside Lines. Locate the
Direct Inward Dial Blocks section. Click the additional information arrow , if necessary.
3. Locate the Routing Plan and click one of the following links:
Details Routing Plan Information

1. Click modify to change the existing settings.
Description Enter a name for the routing plan.
Default Extension Select the extension from the drop-down list.
Default DNIS Displays on calls to DID numbers when no specific DNIS Name is specified in the
Name Phone Number to Extension Mapping section, indicated by $ in the DID-specific
DNIS name.
Enter a Dialed Number Identification Service (DNIS). The DNIS name displays on the
recipient’s Allworx phone. If there is no DNIS name entered, the originally dialed
number displays on the phone.
Default Prompt Each outside line has a default language. When receiving calls over an outside line,
Language the system assigns the default language for that line. Thereafter, when the call
(requires the Dual reaches some applications within the server (e.g. Auto Attendant, queue), the system
Language Support uses or overrides the outside line language, depending on the application’s language
feature key) setting. Select an option from the drop-down list:
• Use Source of call
• Primary Language
• Secondary Language
Phone Number to Extension Mapping
1. Click modify to change the existing settings.
Search Term Enter criteria and press enter. Displays all numbers meeting the criteria.
Bulk Edit Apply operations to more than one Phone Number. Click the check boxes next to the
Phone Number, and then click Assign to:
• Extension
• DNIS Name
• Default Prompt Language
<Phone Number> Click Modify and update the information:
• Extension - Select the extension from the drop-down list.
• DNIS Name - Leave the $ to use the DID Block Default DNIS name or enter a DNIS
Name for this DID number.
• Default Prompt Language - Select the language from the drop-down list:
• Use Plan’s Default Prompt Language settings
• Use Source of call
Delete Removes the DID Block from the system. Verify the DID Routing Plan selection, and then click Delete to
remove the DID Block or Cancel to disregard the request.
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16.4 Manage SIP Proxies and SIP Gateways

Allworx servers support connectivity to external SIP-compliant devices such as Internet Telephony
Service Provider (ITSP) servers and SIP gateways. The Allworx products interface with four different
types of SIP devices based the ability to interact with the Allworx system.
• SIP Gateways and SIP Proxies are different features with similar configurations.
• The Allworx 6x12 servers do not support SIP Gateways.
SIP devices include:
SIP Proxy Refers to a SIP Trunk, an external SIP service for routing calls. Access the SIP Proxy through the Internet or
through the wide area network (WAN).
• To connect to a SIP proxy (or ITSP), configure the SIP Proxy on the Allworx server.
• Application notes for configuring Allworx servers with approved ITSPs are available on the Allworx Partner
Portal www.allworxportal.com.
SIP Gateway A SIP-compatible device that extends the connectivity of the Allworx PBX. Examples are FXO, FXS or T1
expander gateways. Typically, SIP Gateways connect to the Allworx server via an Ethernet interface directly to
the Allworx server LAN.
Remote Allworx An Allworx server at another site configured to behave as if it is part of the local system. The Allworx
Servers (Multi-Site) administrator can configure the remote Allworx server to provide outside line services for the local server.
See the Allworx Advanced Multi-site User Guide for information on configuring these services.
Limitations with SIP Outside Lines:

The following calling features are not available when using SIP trunks or SIP Gateways:
• Consultation and call transfer (using *# or *7) by users of Follow-Me-Anywhere call routes.
• Disconnecting calls (using *#) when accessing outside lines through the Message Center.
• These features ARE available when one of the parties in the call is using an Allworx phone or Px
Expander.
To manage a SIP Gateway or SIP Proxy:

SIP Proxies and SIP Gateways have configuration settings specific to using the ITSP or device.
1. Log in to the Allworx server admin page, navigate to Phone System > Outside Lines page.
2. Locate the appropriate section and click the additional information arrow , if necessary.
3. Click the link. Update the parameters (see table below) specifically for the ITSP service in use.
SIP Gateway
add new SIP Click to open the SIP Gateway dialog box. Update the parameters, and then click Add to save the request or
Gateway Cancel to disregard the request.
Modify Locate the SIP Gateway in the list and click Modify. This opens the SIP Gateway dialog box. Update the
parameters, and then click Update to save the request or Cancel to disregard the request.
Delete Locate the SIP Gateway in the list and click Delete. Verify the SIP Gateway selection, and then click Delete to
remove the SIP Gateway from the list or Cancel to disregard the request. Requires no further action.
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SIP Proxies
add new SIP Click to open the SIP Proxy dialog box. Update the parameters, and then click Add to save the request or
Proxy Cancel to disregard the request.
Modify Locate the SIP Proxy in the list and click Modify. This opens the SIP Proxy dialog box. Update the
parameters, and then click Update to save the request or Cancel to disregard the request.
Delete Locate the SIP Proxy in the list and click Delete. Verify the SIP Proxy selection, and then click Delete to
remove the SIP Proxy from the list or Cancel to disregard the request. Requires no further action.
SIP Gateway and SIP Proxy Settings
SIP Gateway
Description Assign a name to the SIP Gateway - such as the ITSP name.
Caller ID Name Display the name of handset or user. Enter a up to 47 characters in the field provided or check a box:
• Use External Caller ID Name from handset
• Use Caller ID Name from external sources
Caller ID Number Display the name of handset or user. Enter a up to 24 digits in the field provided or check one of the boxes:
• Use External Caller ID Number from handset
• Use Caller ID Number from external sources
Number of Line Enter a number up to 99 that does not exceed the number of CO lines attached to the gateway.
Appearances
Send digits as dialed Uses the digits as specified in the External Dialing Rules. Check the box to enable.
SIP Server The DNS name or IP address of the proxy server to connect to provided by the ITSP. The port number is
usually 5060 but verify with the ITSP.
Default Prompt Each outside line has a default language. When receiving calls over an outside line, the Allworx server
Language assigns the default language for that line. Afterwards, when the call reaches some features within the server
(e.g. Auto Attendant, Call Queue), the server uses or overrides the outside line language depending on the
application’s language setting.
The language usage for Allworx audio messages and played greetings for inbound calls is through the SIP
Proxy. This feature requires the Dual Language Support feature key. Select an option for the default
language from the drop-down list:
SIP Proxy
Description Assign a name to the SIP Proxy - such as the ITSP name.
User ID The ITSP typically assigns this value and is often the account phone number.
SIP Server / Port The DNS name or IP address of the proxy server to connect to provided by the ITSP. The port number is
usually 5060 but verify with the ITSP.
Outbound Proxy / DNS name or IP address of the outbound redirect server, if it differs from the SIP Server. The system does not
Port require this in many cases.
SIP Registration Required Use of the SIP proxy server requires a SIP registration. The ITSP assigns the Login ID and Password. If the ITSP
uses a registrar server that is different from the SIP proxy server, enter the DNS name or IP address of this
server in the Registrar name field.
Caller ID Name Displays the name of handset or user. Enter a up to 47 characters in the field provided or check a box:
• Use External Caller ID Name from handset
• Use Caller ID Name from external sources
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Caller ID Number Displays the name of handset or user. Enter a up to 24 digits in the field provided or check a box:
• Use External Caller ID Number from handset
• Use Caller ID Number from external sources
Maximum Active The Allworx server uses this number to limit the total number of the incoming and outgoing active calls with
Calls the SIP Proxy. Useful for controlling the network bandwidth, since the Allworx system understands that the
SIP proxy is not a LAN local service.
Number of Line Enter a number up to 99 that does not exceed the number of CO lines attached to the gateway.
Appearances
Append Enterprise Adds the enterprise dial plan digits (8 by default, *8 for extension mode) to the beginning of the caller's
Prefix to Dial back extension of an inbound call from a proxy server. This enables automatic dial back (e.g., selecting a call from
number of incoming the phone Calls list to contact the original caller) to function properly when the proxy server requires
calls. enterprise dialing for outbound calls.
Send Digits as Dialed Indicate sending outbound numbers dialed exactly as on the handset placing the call.
• The number converts into NANPA dialing form, so this box is not normally checked.
• In some cases, the service provider or proxy may do the conversion automatically and need to override the
Allworx server conversion mechanism.
Digits Sent Number of dialed DTMF digits sent to the ITSP when making a call.
• If the number specified is fewer than the number of digits dialed, the Allworx server sends only the trailing
digits.
• The default value is all digits.
Default Prompt Each outside line has a default language. When receiving calls over an outside line, the Allworx server
Language assigns the default language for that line. Thereafter, when the call reaches some applications within the
server (e.g. Auto Attendant, Call Queue), the system uses or overrides the outside line language depending
on the application’s language setting.
The language for Allworx audio messages and played greetings for inbound calls is through the SIP Proxy.
SIP Registration - applies to SIP Gateway only
Gateway uses SIP If the gateway supports registration, select this option.
Registration • Assign an arbitrary Login ID and Password for the gateway to use to register with Allworx.
• Use this preferred configuration, especially if the gateway uses DHCP to obtain its IP address so that the
Allworx server always knows how to contact the gateway for outbound calls.
Gateway uses Use if the gateway does not support registration or if not authenticating the gateway. Contacting the
Static IP Address gateway through this mechanism requires the gateway to have a static IP address. The system does not
enable DNS names for security reasons.
Advanced Settings* Checking the box enables the option.
Pad DTMF RTP Some switches and routers discard any UDP packets shorter than 64 bytes.
packets • Enabled: the Allworx system pads the DTMF packet and expands the RTP header to make the packet at
least 64 bytes long.
Enable Early Media Some service providers send audio before answering an outbound call (using 183 Session Progress in SIP).
Use this to relay announcements (e.g. Your call can not be completed as dialed) or remote ring back tones.
• Enabled: the Allworx system presents the audio to the caller when received.
• Disabled: the Allworx system disregards the early audio and generates a ring back tone internally.
Supports SIP REFER Selects the method of transferring calls between multiple remote end-points through the service provider.
• Enabled: the Allworx system sends the SIP REFER to the service provider to enable them to connect the
two end-points within the network without intervention by the Allworx. I
• Disabled: the Allworx server acts as a proxy between the two remote ends of the calls.
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Supports SIP Redirect This selects the method of redirecting forwarded inbound calls back to the service provider answering (e.g.,
system forwards all calls to a cell phone).
• Enabled: the system sends a SIP 300 redirect message.
• Disabled: the Allworx system negotiates the call setup for the service provider.
Use E.164 format for Enabling this feature causes rewriting of phone numbers into the international E.164 format (e.g. 800-555-
phone numbers 1212 becomes +18005551212).
• Enabled: if required by the ITSP.
Offer ‘100rel’ support Indicate the Allworx supports 'reliability of provisional responses (RFC 3262)'.
Default: Disabled
Supports Symmetric SIP Proxy only - Some service providers assist the remote end in NAT traversal by supporting RFC 3581
Response Routing Symmetric Response Routing.
• Enabled: a remote handset behind a NAT firewall assumes the service provider can correctly detect the
audio port to send traffic.
• Disabled: port-forward the handset through the NAT firewall, or use the Allworx for proxying of audio
traffic (see “VoIP Server” on page 181).
Allow SIP SIP Proxy only - The server asserts its identity with enabled proxies as well as proxy asserted identity from
P-Asserted-Identity trusted devices to other trusted devices.
Send SIP Division SIP Proxy only. Select an option from the drop-down list:
header row • never
• always
• on redirect
Obtain DID/DNIS For inbound calls, where the server gets the DID and DNIS information. Typically, this is set to [SIP To: header
number from [source] field].
Use [source] in This defines the username parameter of the SIP Request Uniform Resource Identifier (URI) for outbound
Request URI of calls to the service provider.
outbound calls • Most service providers expect to have the requested number or ID [dialed number] in this field, but some
require the registered account information [address of record].
• Typically this is set to [dialed number].
* These settings are specific to the ITSP. For instructions on configuring them for Allworx partner ITSPs, download the ITSP Application
Notes from www.allworxportal.com.
Features
Prefix String Define the DTMF digits pre-pended to the dialed number string when placing outbound calls through the
gateway (e.g., ‘9’ for dialing through another SIP PBX).
Default Auto Attendant
Select the auto-attendant to use from the drop-down list when routing inbound calls from this Proxy to an Auto Attendant.
Call Route
Each outside line (CO Line, DID Line, SIP Proxy, SIP Gateway, or a Digital Line) has an associated call route. The Call Route section directs
the call coming into the system through Digital Line 1 channel 01.
Calls received from Click a radio button to select the option:
this SIP Gateway Extension Routes incoming calls to a User or System extension. Using a System Extension
go to: provides more call routing flexibility and enables using a common route for
multiple lines. Select an extension from the drop-down list.
Auto Attendant Routes an outside line to a designated Auto Attendant defined in the Default
Auto Attendant section. Requires no further action.
Voicemail for user Sends incoming calls directly to a voicemail box for a User. Select a user from the
drop-down list.
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Calls received from Routed using DID When using DID blocks for incoming calls, enable the DID block for the outside
this SIP Gateway Block(s) line or each preferred channel, if using digital lines. check the box to enable a
go to: DID block.
(con’t) To configure the DID Lines:
1. Configure each of the incoming lines using DID blocks.The following line
types can use DID blocks:
• T1/PRI • SIP Proxy
• T1/RBS • SIP Gateway
2. Click on Routed using DID Block(s) and check the block(s) to use for this
outside line.
NOTE: For Digital lines, do this for each channel. If all channels use the same
settings, check the Apply settings for this line to all lines with the same Port box.
16.5 Manage Enterprise Dialing

Use the following procedures to configure the Enterprise Client and the Central Hub/Enterprise Server.
16.5.1 Configure the Allworx Enterprise Client

Configure each Allworx server as an enterprise client and direct inter-office calls to the central hub. The
system creates a SIP Proxy for the central hub with the call routing set to Proxy is an enterprise server.
The Enterprise Dialing rule is set to a service group that contains just the SIP Proxy entry for the central
hub server. The number of digits to collect/send is set to cover the entire enterprise. See “Internal Dial
Plan Settings” on page 39 for more information.
The Allworx dial plan uses an ‘8’ prefix1 to indicate forwarding the dialed number to the Enterprise
Server. Example: dialing 81234 sends a SIP INVITE with a URI of <sip:1234@centralHubServer> to the
Enterprise Server.
16.5.2 Configure the Central Hub / Enterprise Server

The central hub is a SIP proxy server that:
• accepts incoming INVITEs from the Allworx servers.

• determines the final destination for the request.
• forwards the request to the Allworx destination.
• maintains an active list of Enterprise extensions and the mappings to extensions at each site.
Example: an enterprise with four-digit dialing might have the following information in its databases.
Site Account Name Account Password Current Address* Site Description

allworx1 ***** 66.64.219.38:5060 New York City office
allworx2 ******** 64.129.42.33:5060 Atlanta office
1. Extensions may vary per system. If using a non-default Internal Dial Plan, consult the My Allworx Manager >
Phone Functions tab to determine what extensions to use for the corresponding feature.
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Site Account Name Account Password Current Address* Site Description

allworx3 ***** 129.116.21.193:5060 San Diego office
* IP Address and SIP Protocol port of the Allworx server. This can be static or updated through periodic SIP Registration.
Configure the Enterprise extensions as follows (using three-digit extensions):
Enterprise Extension User User Extension Site

1234 Chris Jones 108 allworx1
1452 Tom Roberts 111 allworx1
4689 Mike Zwick 108 allworx2
5999 Jason Diaz 177 allworx3
Example: Chris Jones in New York City dials 84689 to reach Mike Zwick. The SIP INVITE is sent to
the central hub with a URI of <sip:4689@centralHubAddress>. The Central Hub validates the sender
credentials and finds 4689 in the databases. It creates an INVITE with <sip:[email protected]:5060> as
the URI and sends it to allworx2. Mike Zwick answers the phone and establishes the call.
Later, Chris Jones dials 81452 to reach Tom Roberts. The SIP INVITE is sent to the central hub with a
URI of <sip:1452@centralHubAddress>. The Central Hub validates the sender credentials and finds
1452 in its databases. The recipient is on the same server as the sender (allworx1), so the hub responds
with a 300 Redirect with a Contact header URI of <sip:[email protected]:5060>. The Allworx server
(allworx1) initiates a call to extension 111. Tom Roberts answers the phone and establishes the call.
To access Enterprise Dialing:
The steps for configuring and maintaining the SIP centralized server are well beyond the scope of this document. To
Note: deploy such an arrangement across sites requires detailed knowledge about the use and administration of SIP proxy
servers. Contact Allworx Customer Support for an application note with additional helpful administration.
1. Log in to the Allworx server admin page and navigate to Phone System > Outside Lines and
Click one of the following links:
add new SIP Proxy Adds another SIP Proxy to the Central Hub.
Modify Locate the SIP proxy that is the target for the Central Hub, click Modify to update the settings.
2. Locate the Call Route and check Proxy is an Enterprise Server to indicate the SIP Server is an
Enterprise central server. Calls received from this proxy follow the server internal dial plan.
3. Click the Update button to save settings.
16.6 Manage Digital Lines

Allworx refers to the integrated T1 interfaces on Allworx 24x, 48x, and Connect servers as Digital Lines.
Connect servers have one T1 Digital Line interface. Allworx 24x and 48x servers have two T1 Digital Line
interfaces. There are differences in T1 port functionality between the 24x and 48x servers. For more
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information about Digital Lines or configuring the T1 line, see “Digital Lines” on page 147.
To manage the Digital Lines:

1. Log in to the Allworx server admin page, navigate to Phone System > Outside Lines page.
Locate the Digital Lines section and click the additional information arrow , if necessary.
2. Locate the Digital Line and click modify. The Digital Line settings page opens. If the T1 option is
unavailable, see “Configuration” on page 143 to enable the T1 port.
3. Update the settings, as required, and then click Update to save the changes.
Digital Lines Settings
Digital Line
Description DNIS display on phones that receive calls on this line.
Port Automatically filled in.
Default Language Select a language for systems configured with multiple languages to use with
Auto Attendant and/or queue prompts for inbound callers.
Enable Line Appearance Configure the handsets with Line Appearance PFKs for this line.
Features
Line has Caller ID Service Display the Caller ID information.
Enable Echo Cancellation Only disable at the request of Allworx Customer Support.
Enable Comfort Noise Applies to Allworx Connects servers only. Enable or disable Comfort Noise
Generation. Default is enabled, only disable at the request of Allworx Customer
Support.
Default Auto Attendant Section
Select the attendant used to answer when Select an option from the drop-down list.
calls received from this source are routed
to an Auto Attendant.
Call Route
Calls received from this CO line go to: Click the radio button to select one of the following options:
• Extension - select from the drop-down list.
• Auto Attendant
• Voicemail for user - select from the drop-down list.
• Routed using DID Blocks(s):
16.7 Allworx Port Expanders

See “Px Expanders and Remote Phones” on page 157 for more information.
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Chapter 17 Paging
Paging provides communication over a speaker at
specific areas in a building. The Allworx server Prerequisites
supports up to 10 paging zones via a single paging
circuit and one active page at a time. Any attempts to Access Permissions Allworx Server Administrator
page during another page results in a fast, busy Phone Administrator role
signal. The types of Paging are:
• Overhead Paging - the audio exits through
the LINE IN/OUT jack or terminal block of the associated server. If used at a site, connect the
LINE IN/OUT jack or terminal block to a paging amplifier or a Public Address Announcement
system.
• Zoned Paging - a set of phones emitting the same class of pages. Each handset can be in
multiple zones. The system assigns any combination of zones to the Overhead Paging circuit for
those pages also play the audio out to the LINE IN/OUT jack or terminal block.
17.1 Manage Paging Amplifier / Door Release Relay

Allworx server internal relay controls a door release mechanism. Users dial a phone extension for entry
into a secured area. The relay contacts are available via the DB-9 connector (9-pin D shell serial type
connector) or the Allworx server terminal block. See the Allworx Server Installation Instructions for more
detailed information.
To manage the relay option mode:

1. Log in to the Allworx server admin page, and navigate to Phone System > Paging.
2. Click modify. Select the operation mode from the drop-down list.
DB9 is connected to a Dial extension 403* to remotely enable access. The relay activates for the duration of the
Door Entry System phone call or five (5) seconds, whichever is shorter.
DB9 is connected to a Automatically activates immediately preceding each overhead page, and then turns back off
Paging Amplifier when the page is complete.
DB9 is unconnected. Disables the relay; it does not operate through either mechanism.
* Extensions may vary per system. If using a non-default Internal Dial Plan, consult the My Allworx Manager Phone Functions
tab to determine what extension to use for the corresponding feature.
17.2 Manage Paging Zones

Use the following procedures to change the paging zone name, manage the paging zone settings, or
manage the paging zone operation on handsets.
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To change the paging zone name:

1. Log in to the Allworx server admin page, navigate to Phone System > Paging.
2. Locate the Paging Zone Names section and click modify to update the information:
Link Description
Multi-Site Paging Groups
Modify Enter an updated description in the New Name field, and then click Update to save the change or
Delete Deletes a multi-site paging group from any of the zones using the group. Click Delete to save the
change or Cancel to disregard the request.
Add new group Enter a description in the New Group Name field, and then click Add to save the change or Cancel
to disregard the request.
Paging Zone Names
Name Click in the Name field and enter an updated description.
Prepage Tone Play a tone before the paging message starts. The system default tone is enabled. Users placing a
page hear a tone to indicate that the channel is open to begin speaking.
Multi-Site Group Enables handsets to become part of paging zones that span multiple sites. For Multi-Site Paging,
see the Allworx Advanced Multi-Site User Guide for more information.
* Extensions may vary per system. If using a non-default Internal Dial Plan, consult the My Allworx Manager Phone Functions
tab to determine what extension to use for the corresponding feature.
3. Click Update to save changes or Cancel to disregard the change. Any changes to paging zone
names require a handset reboot. Otherwise handsets with a PFK defined for those paging zones
do not use the new name.
To manage Paging Zones on an Allworx handset:

By default, the system enables each applicable line out and handset for Paging Zone 0 and disables all
others.
1. Log in to the Allworx server admin page, navigate to Phone System > Paging > Paging Zones
section and click modify. A table of handset users and Paging Zones displays.
2. Check the appropriate boxes for each user and Paging Zone to enable the feature.
3. Click Update to save the changes or Cancel to disregard the changes.Any changes to paging
zone assignments require a handset reboot.
To manage the paging zone operation on handsets:

The Allworx administrator can enable or disable the Paging Zones on the handset configuration page.
See “Handset Preference Group Settings” on page 74 for more information.
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Chapter 18 Public Contacts

A common set of contacts referencing any
person or company managed by the Allworx Prerequisites
Server Administrator and are available as
read-only contacts to all Allworx users. The Access Permissions Allworx Server Administrator
Public Contacts are available when users press Phone Administrator role
the Verge IP phone series Contact function
button, the 92xx IP phone function, or dial the Feature Key Required No
assigned speed dial number.
When upgrading to System Software 8.2 from an earlier release, the Allworx system converts System
Speed Dials to Public contacts. When adding a Public Contact, the limitations include:
• each Public Contact stores one phone number - labeled as Work.

• maximum number of Public Contacts up to 1,015, depending on the dial plan.
• only Allworx users can tag the Public Contact as a favorite.
• adding and managing Public Contacts images is not supported.
To manage a Public Contact number:

1. Log in to the Allworx server admin page, navigate to Phone System > Public Contacts.
2. Click one of the following links (requires only a phone number to add a new contact):
add new Contact Create a Public Contact number:

1. Select a Speed Dial Number from the drop-down list.
2. Enter the names/description in the appropriate fields, if applicable.
3. Enter a the contact phone number in the Phone Number field. Follow the TIP on the page for
additional information.
add Contacts from Add Public Contacts with a Comma Separated Value (CSV) file.
CSV file
1. Create a CSV file using any text editor or Microsoft Excel with the Phone Number, Speed #,
Prefix, First Name, Middle Name, Last Name, Nick Name, Suffix, Organization attributes. The
Allworx server automatically matches the column types when the CSV file contains the values
(exact matches) as column headings in the first row of the CSV file. Required attributes
(columns): Phone Number.
Example: CSV file content - the first row is the header and the next two are Public Contact
import data:
Phone Number Speed Prefix First Middle Last Suffix Organization
# Name Name Name
9P1P5851234567 350 Mr John C Doe Jr Acme Corp
15851234568 351 Widgets, Inc.
2. Click Choose File. Locate the file and click Open > Load > Process.
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add Contacts from 3. (Optional) Click the Speed # length drop-down arrow to select the Speed Dial number of digits.
CSV file 4. (Optional) Check the box to Skip records with an existing Speed #. This is useful to avoid
(con’t) overwriting speed dial numbers.
5. Verify the column heading represents the data supplied. Use the drop-down list to assign the
column headings. To exclude a column, select a heading value of Skip.
6. Review the rows to add. Uncheck a row to exclude it from the import.
7. Click Add to import the users or Cancel to disregard the request. A message displays indicating
the number of Public Contacts successfully added and/or which Public Contacts were skipped
during the import. Additional details about skipped Public Contacts numbers may be available
in the system events log.
8. Click Done to return to the Public Contacts List or Continue to repeat this process.
NOTE: The Allworx system will not import any record from the data set that is missing required
values or cannot be read by the Allworx system. The maximum field length is 1,024 characters and
the maximum line length is 2,048 characters for each line in the CSV file.
Modify Update any of the Public Contact information. Click Update to save the change or Cancel to
NOTE: The Speed Dial Number can not be edited.
Delete Remove the Speed Dial Number from the list. Click Delete to remove the Speed Dial Number or
To delete multiple Public Contacts:

1. Click the Bulk Edit additional information arrow .
2. Check the box next to the Speed #.
3. Click the Delete button.
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Chapter 19 Ring Groups

Ring Groups (formerly known as Call Monitors)
are call routing destinations that enable ringing Prerequisites
one call to multiple phones and multiple calls to
a single Ring Group. Calls are answered in first in, Access Permissions Allworx Server Administrator
first out order. Phone Administrator role
A call enters a Ring Group when routed from a Feature Key Required No
system or user extension. Configure the server so
that inbound calls enter a Ring Group is the same as configuring any inbound call routing. Use the
same features for the handling of any inbound call to route a call to a Ring Group by sending the
outside call to the Auto Attendant or routing directly to the Ring Group extension.
Ring Groups Features:

• Up to ten available Ring Groups (numbered 0 through 9).
• Configure the Ring Group.
• Ring multiple Allworx IP phones on the system with a single call.
• Stack multiple ringing calls to a single Ring Group extension.
• Configure Allworx handsets for multiple Ring Groups.
• Configure Allworx handsets for multiple occurrences of the same Ring Group.
To configure calls to route to the ring group, see “Manage Call Routes” on page 58 for information on
setting up call routes. Both user extensions and system extensions can be set up to route a call to a
Ring Group.
To configure calls to route to an Auto Attendant, see “Auto Attendants” on page 17 for more
information.
To configure a Ring Group PFK, see “Manage the Programmable Function Keys (PFKs)” on page 68 for
more information.
To modify the description of the Ring Group:

1. Log in to the Allworx server admin page, navigate to Phone System > Ring Groups.
2. Locate the Action section, and then select Modify.
3. Enter a new Ring Group Description in the description field.
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Chapter 20 Roles
Roles assigns user permission levels to users for
delegating some of the administrative task Prerequisites
management using the assigned Allworx
username and password. Allworx System Administrator
Phone Administrator role*
See “Role Permissions” on page 116 for the
administrative tasks and delegation permissions. Feature Key No
Required
The available user roles include: * Not all features on the Roles page are available to Phone
Administrators. These features require Allworx Server
Administrator or Allworx System Administrator permissions.
• Server Administrator: predefined
system administrator with access to
manage all functions of the server. The Allworx Server Administrator assigns roles, manages the
server administrative functions, manages day-to-day phone system settings, manages the
network and VoIP settings, and initiates system backups and/or restarts.
• System Administrator: access to manage the administrative functions of the server. The user
permission setting does not enable this role to change the password of the Allworx Server
Administrator. However, the Allworx Server Administrator can change the password of the
System Administrator.
• Phone Administrator: access to manage day-to-day phone system settings including changes
to system recordings as well as adding, changing, and deleting users, extensions, and handsets.
• Network Administrator: access to manage the Network and VoIP settings, as well as SIP
proxies and SIP gateways outside lines.
• Support Technician: access to initiate system backups and restarts as well as managing logging
operations.
To enable one user to have roles on different servers in a multi-site network, the Allworx administrator must create
Note: separate user accounts for the user on each server, and then assign the roles on each server. Use different usernames
for each user account.
The Allworx administrator can assign users to manage queue and Auto Attendant recordings. See “User Template
Note: Settings” on page 136 for more information.
The Allworx administrator can assign users to manage individual queue settings or queue supervisor. See “User
Note: Template Settings” on page 136 for more information.
20.1 Manage the User Roles

To assign or remove user roles:
When changing the user role and the user is logged into the server, the user must log out and re-login
in order to access the changes.
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1. Log in to the Allworx server admin page, and navigate to Phone System > Roles. The Roles
page displays.
2. Locate the section of the role, and click the additional information arrow , if necessary. The
Allworx Server admin page displays a list of users assigned to each role.
show unassigned users Displays a list of assigned and available users to assign.
hide unassigned users Displays a list of assigned users.
Assign Role Enable role permissions to the user account. Designated users have access to the
administration functions that are included in the roles. See “Role Permissions” on page 116 for
more information.
Remove Role Remove the assigned role privileges the user account.
20.2 Role Permissions

Each assigned user role has access to specific management tasks. Use the table to identify the
administrative management access level of each User Role.
Allworx
Link Phone Network Support
Server Page
Home Allworx Server Model Number Yes Yes Yes
Home Install Checklist No No No
Home Logout Yes Yes Yes
Phone System
Audit PIN Codes add new PIN Code > modify Yes No No
Configuration - modify Yes No No
Delete Yes No No
Auto Attendants Auto Attendant n modify Yes No No
reset Yes No No
Business Information Modify Yes No No
Call Park Call Park Modify Yes No No
Multi-Site Parking Modify Yes No No
Call Queues / ACD manage the custom recordings link Yes No No
View the language settings No No No
Call Queue n Modify Yes No No
Queue Streaming Settings Modify Yes No No
Queue Busy Reasons modify Yes No No
Conference Center Conference X modify Yes No No
Conference X delete
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Allworx
Server Page
Dial Plan Reboot phones Yes No No
Internal Extension Length > modify No No No
Internal Dial Plan > modify No No No
Internal Dial Plan > view phone functions reference card No No No
External Dialing Rules > Modify NANPA No No No
External Dialing Rules > Modify Area Code / Exchange No No No
External Dialing Rules > Modify Emergency No No No
External Dialing Rules > Modify Emergency Call Email No No No
Notification
Services > Modify No No No
Dialing Privileges Groups > View Yes No No
• Modify Yes No No
• Toll Restriction > Modify Yes No No
• Call Appearances Assigned to Group > Modify Yes No No
Dialing Privileges Groups > Copy Yes No No
Dialing Privileges Groups > delete Yes No No
Service Groups “add new Service Group” No No No
Service Groups “modify” No No No
Service Groups “copy” No No No
Service Groups “delete” No No No
Emergency CID Emergency Caller ID number > add new caller ID number Yes No No
Emergency Caller ID number > Modify Yes No No
Emergency Caller ID number > Delete Yes No No
Handset Emergency Caller ID Number Assignments > Modify Yes No No
Extensions add new extension Yes No No
view call routes Yes No No
delete Yes No No
<username> Yes No No
Bulk Edit Yes No No
Handsets • New Analog Handset Yes No No
Analog Handsets • Modify Yes No No
• Delete Yes No No
• Ring Yes No No
SIP Handsets • Reboot Allworx Handsets Yes No No
• add new Allworx Handset Yes No No
• add new Allworx Reach Handset Yes No No
• add new Generic SIP Handset Yes No No
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Allworx
Server Page
SIP Handsets • Bulk Edit Yes No No
(con’t) • handset preference group Yes No No
• View Yes No No
• Copy Yes No No
• View Configuration Yes No No
• Add Call Appearance Yes No No
• Reboot Yes No No
• Replace Yes No No
• Modify Yes No No
• Ring Yes No No
Handset Preference • View Yes No No
Groups • Copy Yes No No
Handset Network Profile • View Yes No No
Templates • Copy Yes No No
Handset Configuration • Change Yes No No
Templates • Copy Yes No No
Languages Manage the custom recordings Yes No No
Export Primary/Secondary Language Recordings Yes No No
Import Primary/Secondary Language Recordings No No No
Language Pack Installation and Removal No No No
Server Language Configuration No No No
Call Application Language Settings No No No
Message Aliases add new alias Yes No No
modify Yes No No
delete Yes No No
Music on Hold manage Yes No No
Usage Yes No No
Outside Lines Anonymous Call Handling < modify Yes No No
Analog CO Lines • new FXO line Yes No No
• modify Yes No No
• delete Yes No No
Digital Lines > modify Yes No No
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Allworx
Server Page
Direct Inward Dial Blocks • add new DID block Yes No No
• modify Yes No No
• delete Yes No No
Direct Inward Dial • Details Yes No No
Routing Plans • Delete Yes No No
SIP Gateways • add new SIP Gateway No Yes No
• modify No Yes No
• delete No Yes No
SIP Proxies • add new SIP Proxy No Yes No
• modify No Yes No
• delete No Yes No
Paging Paging Amplifier > modify Yes No No
Paging Zone Names > modify Yes No No
Paging Zones > modify Yes No No
Public Contacts add new Public Contact Yes No No
modify Yes No No
delete Yes No No
Ring Groups modify Yes No No
Roles System Administrator [Assign Role] [Remove Role] No No No
Network Administrator [Assign Role] [Remove Role] No No No
Phone Administrator [Assign Role] [Remove Role] Yes No No
Support Technician [Assign Role] [Remove Role] No No No
Schedules Greetings > modify Yes No No
Schedule n > Copy Yes No No
Schedule n > Delete Yes No No
Schedule n > modify Yes No No
Schedule n > add holiday Yes No No
Schedule n > copy holiday Yes No No
Schedule n > delete holiday Yes No No
Schedule n > modify holiday Yes No No
Shared Appearance add new Shared Call Appearance Yes No No
Modify Yes No No
Show Handsets Yes No No
Delete Yes No No
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Allworx
Server Page
Users add new user Yes No No
add users from CSV file Yes No No
Modify Yes No No
Delete Yes No No
more...
• delete messages Yes No No
• delete recordings Yes No No
• Wipe remote devices Yes No No
<extension> Yes No No
Bulk Edit Yes No No
show/hide templates last applied to user Yes No No
User Templates > View Yes No No
User Templates > Copy Yes No No
User Templates > Delete Yes No No
Password Requirements > modify No No No
Network
Configuration modify No Yes No
Multi-Site modify No No No
advanced No No No
handsets No No No
delete No No No
test No No No
Port Expanders add a port expander No Yes No
delete No Yes No
replace No Yes No
handsets No No No
outside lines No No No
px description view No Yes No
View > Modify No Yes No
View > Delete No Yes No
View > Replace No Yes No
View > Handsets No No No
Port Expander > Outside Lines No No No
View > Reboot No Yes No
Static Routes modify No Yes No
VPN modify No Yes No
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Allworx
Server Page
Servers
DHCP modify No Yes No
Active Leases No Yes No
Known Hosts No Yes No
DNS flush the cache No Yes No
modify No Yes No
Email manage the email queue No Yes No
modify No Yes No
Reach Link modify No Yes No
SNMP modify No Yes No
VoIP modify Yes Yes No
Web modify No Yes No
Reports
About Yes Yes Yes
Allworx View Allworx View Settings > modify Yes No Yes
Auto Notification No No No
Call Details modify Yes No Yes
Completed Call Details Report
• delete Yes No Yes
• View Report Yes No Yes
• Export TSV Report Yes No Yes
• Export XML Report Yes No Yes
Configuration Generate XML Report No No Yes
View No No Yes
Digital Lines Digital Line n > Clear Report No Yes Yes
Digital Line n > Refresh Report No Yes Yes
Live Calls Refresh Now No No Yes
Phones No No Yes
Resource Summary check server compatibility Yes Yes Yes
System Events Download No No Yes
show Severity Filter No No Yes
Users <username> Yes No No
Delete Messages Yes No No
Maintenance
Backup modify No No No
Backup Now Yes Yes Yes
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Allworx
Server Page
Custom Recordings File Export > File Naming Conventions Yes No Yes
Export Yes No Yes
File Import > Choose File Yes No Yes
Feature Keys Install Yes Yes Yes
Submit Yes Yes Yes
Reach Yes Yes Yes
Generic SIP Handsets Yes Yes Yes
Interact Professional Yes Yes Yes
Import / Export Export Configuration > Export Yes Yes Yes
Import Configuration > <Choose File> No No No
Import Configuration > Load No No No
Restart/Shutdown Restart Now Yes Yes Yes
Restart Later Yes Yes Yes
[x] Restart Server Yes Yes Yes
[x] Restart Phones Yes Yes Yes
Time Modify Yes Yes Yes
Tools Network Diagnostics Yes Yes Yes
Syslog - System Events Yes Yes Yes
Allworx Technical Support Server Yes Yes Yes
Advanced Troubleshooting Yes Yes Yes
Network Address Translation (NAT) Information Yes Yes Yes
Four Wire Return Loss Measurements Yes Yes Yes
Network Statistics Logging Yes Yes Yes
Packet Capture Tool Yes Yes Yes
Telnet Yes Yes Yes
Advanced Troubleshooting > Advanced Diagnostics Yes Yes Yes
Update No No No
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Chapter 21 Schedules
Schedules plays the appropriate greetings of the
Auto Attendants based on the time of day and Prerequisites
switching between open and closed modes for
call routes of system extensions automatically or Access Permissions Allworx Server Administrator
manually. Phone Administrator role
The Allworx administrator can define multiple Feature Key Required No

schedules and configure each system extension
or Auto Attendant to follow any one of the defined schedules. A schedule consists of defined daily
periods, associated open/closed modes, and Auto Attendant greeting names. The Auto Attendant plays
the schedule greeting first, and then plays the custom message.
To assign a schedule to an Auto Attendant, see “Configure the Auto Attendant” on page 17 for more
information.
21.1 Manage the Greetings

Each business schedule can use up to nine (9) different greetings. The greetings numbers are 0– 8.
• Greeting 0: fixed description of Open.

• Greeting 1: fixed description of Closed.
• Greetings 2 through 8: a unique, customer-defined greeting name for each greeting used on the
Auto Attendants on the Allworx server.
To manage the greeting names:

1. Log in to the Allworx server admin page, navigate to Phone System > Schedules.
2. Locate the Schedule and click Show Greeting Names for this schedule.
3. Click modify and enter the new name in the field.
4. Click Update to save the changes.
21.2 Manage the Schedules

Use the following procedures to manage the schedules and settings as well as assign the schedules.
To manage the schedules:

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2. Locate the schedule to manage and click:
Displays additional information and enables modifying the current schedule. See “To modify the
schedule:” on page 124 for more information.
Copy Duplicates the current schedule. The new schedule name is Schedule <number>: Copy of schedule
<number>.
Delete Removes the current schedule from list.
To modify the schedule:

The purpose of a schedule is to change modes/greetings automatically, based on the Allworx server
clock. It is possible to disable the automatic control to change the modes/greetings manually.
At installation, the Allworx system defines the following schedules:
• Schedule 0 (open) - The Open default is Monday through Friday, 8:00 – 5:00 and assigns
greeting 0. Users can modify but cannot delete this schedule.
• All other hours as Closed and uses greeting 1. Users can modify the schedule time and add
schedules to accommodate business needs.
2. Locate the schedule to configure and click the additional information arrow .
3. Click:
Show Greeting Names for this Displays the Open, Closed, and custom greeting names associated with the schedule.
schedule
Show resources using this Displays the Users, System Extensions, Dialing Privileges Groups, and Auto Attendants
schedule associated with the schedule.
Description: Change the schedule name and toggling between automatic or manual greeting control.
Mode/Greeting If selecting the Manual schedule, users must set the mode/greeting via the handset
Control: Schedule PFK.
1. Click modify.
2. Enter a new name in the description field.
3. Locate the Mode/Greeting control and select an option from the drop-down list.
Automatic Sets the mode/greeting automatically by the server according to the

schedule.
Manual Sets the mode/greeting by the handset schedule PFK. To change: the
user of the handset can press the PFK to set the mode and greeting.
See “Manage the Programmable Function Keys (PFKs)” on page 68. for
more information.
NOTE: Even if configuring the schedule for automatic control, use a
schedule PFK to override the current mode/greeting. If overridden,
control of the mode/greeting returns to the schedule when the next
defined time period begins.
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Schedule is Change the schedule mode and greeting to use. If selecting the Automatic Schedule, a
currently set to Mode: daily calendar opens to assign Start, End, Mode, and Greeting requirements, see “Manage
the Greetings” on page 123.
To update this information:
1. Click modify.
2. Click Mode and select an option (day or night) from the drop-down list.
3. Click Greeting and select an option from the drop-down list (see “Manage the
Greetings” on page 123 for more information).
<day of week> Available only with Automatic mode. Specify a schedule for each day of the week and
assigning a greeting to use for each time period. To manage the time schedule and
greetings:
1. Click modify. Click:
add period (Optional) Enter specific start and end time periods to the daily
schedule.
delete Removes the time period from the schedule.
2. Locate the Mode column and select an option from the drop-down list.
3. Locate the Greeting column and select an option from the drop-down list.
To save steps modify one day and copy the changes to other days within the same
schedule. Click copy and select the days that use the same periods.
Holidays Available only with Automatic mode. To add a holiday to the schedule:
1. Click add holiday.
2. Locate the newly added holiday and click modify.
3. Enter the dates for the holiday.
4. Check the repeat yearly to enable.
5. (Optional) Click add period to enter specific start and end time periods to the holiday
schedule.
To duplicate a holiday schedule:
Copy all of the holidays from one schedule to other schedules. This is useful when setting
up holidays with new dates for a new year if several defined schedules are available.
1. Click copy holidays.
2. Check the box(es) to use the currently selected holiday.
3. Click Copy to save the request or Cancel to disregard the request.
Copy Duplicates the current schedule. The new schedule name is Schedule <number>: Copy of
schedule <number>. Schedule is available to modify.
Delete Removes the current schedule from list. Requires no further action.
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Chapter 22 Shared Call Appearance

Shared Call Appearance shares a set of one or
more PFKs across multiple handsets. All handsets Prerequisites
in a Shared Appearance have common access to
calls within the group of handsets. Access Permissions Allworx Server Administrator
Example:
An incoming call rings on all handsets with the Feature Key Required No
Shared Call Appearance.
• One user answers and places the call on hold.

• Another user retrieves the call the first user placed on hold.
There are two cases for Shared Call Appearances:
• Call Group – Users with similar business needs or tasks assigned to a group can answer any calls
to the group shared appearance. A handset can place the call on hold and another handset can
retrieve the call.
• Executive/Assistant Arrangement – An appearance exists on the handsets of both an
executive and assistant. The assistant answers the calls to the executive and places the caller on
hold for the executive to pick up. The assistant always displays the state of all calls on the
executive’s handset.
9202E and Reach handsets do not support the use of Shared Call Appearances.
Note:
Shared Call Appearances support three distinct types of hold behavior:
Shared Hold Any handset using the Shared Call Appearance can retrieve the call on hold.
• To place the active Shared Call Appearance phone call on hold, press the HOLD key. The LED flashes slow, green on all
phones of the Shared Call Appearance; including the phone used to place the call on hold.
• All handsets in the Shared Call Appearance can retrieve the held call.
• The system delivers Hold Reminders to all phones in the Shared Call Appearance per the individual phone settings. If
no one retrieves the call, all phones receive a notification per the individual HOLD reminder settings.
NOTE: The Allworx server does not support including a call on a shared hold during phone-hosted conferences.
Privacy Hold Only the handset that placed the call on hold can retrieve the call.
• To place the call on “privacy” hold, quickly press the HOLD button twice. The phone has a fast, alternating green and
red LED.
• The LED for all other handsets in the Shared Call Appearance become solid red for the Shared Call Appearance line.
• If the user does not pick up the call, the phone receives a notification per the phone HOLD reminder settings.
Bridged Hold The handset that placed the call on hold and one other handset that has the same Shared Call Appearance can retrieve
the call.
• To place the call on “Bridged Hold”, place an intercom call to the handset within the same Shared Call Appearance.
• The second handset can select the flashing Shared Call Appearance PFK to resume the held call.
• If neither party resumes the call, the handset placing the call on hold receives a notification per the individual HOLD
reminder settings.
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22.1 Setup Checklist

Follow the order of the steps to successfully setup the Shared Call Appearance.

1 Add a new Shared Call Appearance. “Manage Shared Call Appearances” on page 128
2 Modify the Shared Call Appearance information, as necessary.
3 Assign the Shared Call Appearance programmable function keys (PFKs). “Assign Shared Call Appearance Programmable
Function Keys (PFKs)” on page 129
4 Define the call routes. “Manage Call Routes” on page 58
22.2 Manage Shared Call Appearances

The Shared Call Appearance has all the attributes assigned to a normal call appearance (Caller ID, hold
music, etc.). Outbound Caller ID is common for all outbound calls on a given Shared Call Appearance.
If deleting a Shared Call Appearance, the server removes it from all handsets.
To manage a Shared Call Appearance:

1. Log in to the Allworx server admin page; navigate to Phone System > Shared Appearances.
add new Shared 1. Update the Description field and the Number of Lines field (number of PFKS assigned to the
Call Appearance handsets).
Show Handsets Displays the handsets assigned to the Shared Call Appearance. Click Close when complete.
Modify 1. Update the Description field, and then update the information.
Description Enter a new name.
Number of Lines The Number of Lines is not available for change as this affects
the number of PFKs on all phones, rendering some phones
unable to support the Shared Call Appearance feature.
Owner Select an available option from the drop-down list.
Internal Caller ID Enter up to 47 characters.
Internal Caller ID Number Select an available option from the drop-down list.
External Caller ID Name Enter up to 47 characters.
External Caller ID Number Enter up to 24characters.
Emergency Caller ID Number Select an available option from the drop-down list.
Dialing Privileges Group Select an available option from the drop-down list.
Hold Music Selection Select an available option from the drop-down list.
Can Place Calls Click the box to enable placing outgoing calls.
Can Receive Calls Click the box to enable receiving outgoing calls.
Delete Verify the Shared Call Appearance and click OK to delete it or Cancel to disregard the request. Reboot
all affected phones to remove the Programmable Function Key.
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22.3 Assign Shared Call Appearance Programmable

Function Keys (PFKs)
When assigning a Shared Call Appearance PFK to a handset, the system assigns consecutive PFKs for
each Shared Call Appearance line. The Allworx system notifies the Allworx administrator when:
• there are not enough consecutive PFKs available and the PFK assignment fails.
• the Shared Call Appearance PFK assignment would overwrite existing PFKs.The Allworx
administrator can choose to cancel the operation.
After the server allocates consecutive PFKs for all the lines in the Shared Appearance, the Allworx
administrator can move the lines to other PFKs within the constraints of the handset model.
• If replacing a phone that is using a Shared Call Appearance, the replacement phone
automatically shares the Shared Call Appearance.
• If the handset has enough PFKs available to accommodate all Shared Call Appearance lines.
• If the handset does not have enough PFKs available, the Allworx system notifies the Allworx
administrator, and the handset replacement finishes without adding the Shared Call Appearance
to the new handset.
To assign a Shared Call Appearance PFK, see “Manage the Programmable Function Keys (PFKs)” on
page 68 for more information.
22.4 Define Call Routes

Each defined Shared Call Appearance is selectable as a destination in any extension call route. For more
information, see “Manage Call Routes” on page 58. In multi-site networks, Allworx administrators can
map defined Shared Call Appearances on one site to other sites to use as destinations in the other site
call routes.
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Chapter 23 Users
Users manages adding users and user templates,
deleting email and/or voicemail messages, Prerequisites
deleting recordings of the username and/or
presence greetings, wiping remote devices, and Access Permissions Allworx Server Administrator
managing password requirements. Phone Administrator role
The name area for each user displays a red dot Feature Key Required No
() next to each user that has not recorded their
name in the Message Center.
The User Template contains a set of common configuration settings to apply when creating or
modifying users, but does not include all user settings. Some configuration settings are available at
<user> > modify.
The System User (Default) Template contains the factory default settings. For best results create a
custom template (optional), and then apply the custom template or the default System User Template
when adding multiple new users.

Follow the order of the steps to successfully setup the users.

1 Add a new or modify the user template. “Manage User Templates” on page 135
2 Add a new user. “To add a new user:” on page 132
3 Configure or update the password requirements. “Define Password Requirements” on page 140
23.2 Manage Users

Use the following procedures to show or hide the template applied to each user, add a new user, and
modify or delete existing users.
To show or hide the template applied to each user:

1. Log in to the Allworx server admin page, navigate to Phone System > Users.
2. Locate the Users section, and click the additional information arrow , if necessary.
3. Click the show or hide templates last applied to user to view or conceal the user template
applied to each user. An exclamation point (!) indicates a template override.
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To add a new user:
After increasing the internal extension length to 5 or 6 digits, the extensions show available link is no longer
Note: available.
2. Locate the Users section, and click the additional information arrow , if necessary. Click:
add new user Add users one at a time.

1. Update the user settings. See “User Settings” on page 133 for more information.
2. Click Add to save the user or Cancel to disregard the request. The Users page displays, and
the users table displays the last applied template to each user.
Add users from Add multiple users with a Comma Separated Value (CSV) file.
CSV file 1. (Recommended) Perform a full system backup before adding multiple users.
2. Create a CSV file using any text editor or Microsoft Excel and any combination of required
and optional attributes. Required attributes (columns): Login Name, Last Name
The Allworx server automatically matches the column types when the CSV file contains the
values (exact matches) as column headings in the first row of the CSV file.
Example CSV file content where the first row is the header and the next two are user import data:
Login Last First Middle Extension* Msg Alias** DID DID DID
Name Name Name Name Number**** DNIS Prompt
Name*** Language***
ARader Rader Alice B 1008 ARader, [email protected] 5855551212 AliceRader Primary
BOakley Oakley Bill C 1009 [email protected] 5855551234 BillOakley Secondary
3. Click Choose File. Locate the file and click Open > Load > Process.
4. (Optional) Enter a PIN and Password for the users. These values are for all records added. If
not supplied, the user’s password defaults to the Login Name specified during the add.
5. (Optional) Check the box to Skip records with a Login Name that already exists. This is
useful to avoid overwriting existing users. Usernames are case sensitive; therefore, JYoung
and Jyoung are separate login IDs.
6. Select the template for user settings from the drop-down list.
7. Verify the column heading represents the data supplied. Use the drop-down list to assign
the column headings. To not include a column, select a heading value of Skip.
8. Review the rows to add. Uncheck a row to exclude it from the import.
9. Click Add to import the users or Cancel to disregard the request. A message displays
indicating the number of users successfully added and/or which users were skipped while
adding the new users. Additional details about skipped users may be available in the
system events log.
10. Click Done to return to the User List or Continue to repeat this process.
* If the extension is not included, the server uses the first available extension.
** If using Msg Alias, include the Login Name (as shown in the table above) as part of the Msg
Alias field when saving a copy of the message on the server.
*** If the DID DNIS Name or DID Prompt Language parameters are not supplied in the CSV
file, the Allworx system uses the values from the DID Routing Plan for the DID Number.
**** Requires a DID block in place on the Allworx System before importing users with DID
numbers from a CSV file.
NOTE: The Allworx system will not import any user record from the data set that is missing
required values, cannot be parsed, or is conflicting with a user currently defined on the system,
specifically matching login name, extension, or first, middle, and last name. The maximum
field length is 1,024 characters and the maximum line length is 2,048 characters for each line in
the CSV file.
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To modify or delete existing users:

When modifying templates already applied to users, changes are NOT automatically applied. To update
the user settings, reapply the template to each associated user.
1. Log in to the Allworx server admin page, navigate to Phone System > Users > Users section,
and click the additional information arrow , if necessary.
2. Select an option:
Bulk Edit Performs the same change on multiple users, check the box on the left of the appropriate
usernames. Click the Select Bulk Edit operation drop-down and select an option from the list.
• Assign schedule to selected users
• Copy User Template settings to the selected users
• Delete the contacts for the selected users
• Delete the messages for the selected users
• Delete the recordings for the selected users
• Delete the selected users
• Require selected users to change their PIN
• Require selected users to change their password
<extension number> Modify the call routes for the user. See “Manage Call Routes” on page 58 for more information.
Modify The add new user options and user template options displays. To modify the user:
1. Click Modify, and update the options, as appropriate. See “User Settings” on page 133 and
“User Template Settings” on page 136 for more information on the user template options.
2. (Optional) Locate the User Template section and select a new User Template from the
drop-down list. Click Set to apply all the settings to the user or click Merge to apply the
settings of the new template while keeping the override settings. Merge does not change any
override settings from the last applied template.
Delete The server removes the user from the list, and the page refreshes with existing users.
1. Locate the user in the Users list and click Delete in the Action column for the appropriate user.
Read the pop-up message and confirm this is the user to remove from the business directory.
2. Click Delete to remove the user from the list or Cancel to disregard the change.
Displays the Welcome to Allworx page specific to the user. Copy and paste this information into an
email window and send to the user.
User Settings
Identification
Login Name Identify a username for the new user to log in to My Allworx Manager or other Allworx applications.
Full Name Enter the first, middle, and last name of the new user, per company requirements.
Password Identify a password for the new user to log in to My Allworx Manager or other Allworx applications.
Password The password must comply with the password requirements.

PIN Default keypad PIN code: 1234.
If the user is already set up prior to upgrading the server, the default PIN code is the same PIN code prior to the
upgrade.
Confirm Password Reenter the password for the new user. This step verifies the passwords match.
Require Password Enables the user to log in once with the provided password. After a successful log in, the user must change the
Change password.
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PIN Used to log in to the Allworx system from a phone keypad, e.g., access voicemail messages or log in to a ACD
queue as an agent.
Confirm PIN Reenter the PIN for the new user. This step verifies the PINs match.
Require PIN Change Enable the user to log in once with the provided PIN. After a successful log in, the user must change the PIN.
Primary Extension Display the next available extension. To select a different extension: click show available, and then select an
available extension number.
NOTE: After increasing the internal extension length to 5 or 6 digits, the extensions show available link is no
longer available.
New User Options - only applies when adding a new user.
Assign Phone Click the drop-down arrow and select a Phone Assignment option.
Assign DID Number Click the drop-down arrow and select a DID Number option. Applies to the DID Routing Plan phone number to
extension mapping.
Presence Select the user presence. Options include:
• In Office • On Vacation • At Home • Busy
• At A Meeting • On Business Trip • Away
Roles Assign additional administrative functionality to the user. See “Roles” on page 115 for more information.
NOTE: To enable one user to have roles on different servers in a multi-site network, the Allworx administrator
must create separate user accounts for the user on each server, and then assign the roles on each server. Use
different usernames for each user account.
NOTE: To assign users to manage queue and Auto Attendant recordings, or to manage individual queue settings
or queue supervisor see “User Template Settings” on page 136 for more information.
User Template Select the template to use for the settings. Select an option from the drop-down list. Click Set to update the user
settings or Merge to import the user settings (keeps current setting overrides).
When updating the remaining sections on the user page, see “User Template Settings” on page 136
for more information. An exclamation point (!) indicates a template override.
23.3 Delete User Messages Recordings, or Contacts

Deleting the user email, voicemail messages/recordings, and/or Personal Contacts permanently
removes the data from the Allworx server.
1. Log in to the Allworx server admin page, navigate to Phone System > Users. Locate the Users
section, and click the additional information arrow , if necessary.
2. Locate the username, click more..., and then click an option:
Delete messages Select one email and one voicemail option to Delete. Options include:
• Delete all emails • Keep all emails • Delete all saved voicemails
• Delete all read emails • Delete all voicemails • Keep all voicemails
Delete recordings Select the recording type to delete. Options include:
• User’s name and all of the user’s Presence greetings • User’s name
• All of the user’s Presence greetings
Delete contacts Remove all the user’s Personal Contacts from the server. Only available on Connect servers.
Any Verge series phones with PFKs assigned to the deleted contacts change to Unassigned.
3. Click Delete to save the changes or Cancel to disregard the request.

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23.4 Wipe Existing User Remote Devices

The Wipe command removes the following information from a lost or stolen remote device:
Configuration
Login Contact Voicemail
Application (including backup
Credentials* Information Information
settings)
Reach X X X
Interact X X X
* Requires the Allworx administrator to change the user password, which restarts the Reach application and Terminates the Interact
application.
• Device user must re-log in entering the credentials and using the new password.
• Reach users must reclaim a new license to restore the voicemail information and to send/receive calls.
2. Locate the Users section, and click the additional information arrow , if necessary.
3. Locate the username, and click the more... option. Select the Wipe remote devices option.
4. Type a new user password in the field provided. Confirm the password in the next field.
5. Click Wipe to save the change.
23.5 Manage User Templates

User Templates contain a set of common configuration settings applied when creating or modifying
users, but do not include all user settings. Some configuration settings are from the <user> > modify
page. Prior to adding users on a new system, review feature options (e.g. Off-site Access to Outside
Lines or the ability to create conferences) to determine which are necessary for all users.
To see the list of users for each template:

2. Locate the User Templates section, and click the additional information arrow , if necessary. A
table of available User Templates displays.
3. Select View for the appropriate template, and navigate to the Template Last Applied To Users
section for the complete list.
To manage User Templates:

2. Locate the Users Template section, and click the additional information arrow , if necessary.
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View The User Template page opens. The factory default templates are view only, and are not available to
modify. To modify new templates:
1. Click Modify, and update the template options, as appropriate. See “User Template Settings” on
page 136 for more information on the user template options.
Copy 1. Select the user template, such as System User (Default) and click Copy. A new User Template displays
in the template list with the same user options as the selected template.
2. Click View and follow the instructions above to modify the template.
Delete The server removes the template from the list, and the page refreshes with available User Templates. If
the delete option is unavailable, click View to see the users assigned to the template. Reassign the users
to another template, and re-try to delete the template.
User Template Settings

Name Enter a title for the new user template.
System Features
Set Presence Using Schedule Control a user’s presence setting with the selected schedule. When the selected schedule mode is
set to Day Mode, the user’s presence is In Office. This enables users to have unique call routing for
Day and Night modes.When the schedule mode is set to Night Mode, the user’s presence is Away.
Select an option from the drop-down list:
• Disabled
• Any schedule available on the Allworx server.
Users can override the presence setting using any of the current available methods. However, the
presence changes as the schedule mode changes except for the On Vacation and On Business Trip
presence status, according to the table below.
Current Presence Presence after schedule Presence after schedule

change to Day Mode change to Night Mode
In Office In Office Away
Away In Office Away
At Home In Office Away
Busy In Office Away
At a Meeting In Office Away
On Vacation On Vacation On Vacation
On Business Trip On Business Trip On Business Trip
Enable Voicemail Check the box to enable callers to leave a voicemail message for the extension. If disabled, the user
cannot log in to the Message Center, and other callers cannot leave a message. When setting up a
Finally… call route, the user is not in the drop-down list for Transfer to Voicemail for user.
Limits the voicemails by the first limit reached among:

• Maximum Number of Voicemails
• Maximum Voicemail Storage Limit (Allworx Connect servers only)
• Maximum Size Universal Inbox (6x, 6x12, and 48x servers only)
Maximum number Voicemails Select an available option from the drop-down list.
Maximum Voicemail Storage Limit Select an available option from the drop-down list.
Call Answering maximum message Select an available option from the drop-down list.
record time
Message Center maximum message Select an available option from the drop-down list.
record time
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Enable Voicemail User has permission for Off-Site Check the box to enable.
(con’t) Access to outside lines
User has permission to send Check the box to enable.
voicemail to all users
Operator Extension Select an available option from the drop-down list.
End message recording Select an available option from the drop-down list.
User has permission to modify Check to the box to enable the user to customize call routes in My Allworx Manager.
extension’s call routes
User has permission to create Check to the box to enable the user to schedule conference calls in My Allworx Manager.
conferences
User has permission to Check the box to enable administrative permissions in the Allworx View application.
administer Allworx View
System-wide Active Calls Display Phone displays caller ID information. Select an available option from the drop-down list.
Call Recording Allowed Check the box to enable the user to invoke Call Recording.
Record every call automatically Directs the Interact Professional application to automatically start the Call Recording feature from
the time the Interact Professional user answers the call; the Interact Professional user still has
control on the application interface to pause, resume, or stop the recording during the active call.
• Check the box to enable.
• Requires enabling the Call Recording Allowed option.
Maximum size Universal Inbox Identifies the maximum space in <number> MBytes the user has for an Inbox. Select an available
option from the drop-down list. Applies to Allworx 6x, 6x12, and 48x servers.
Default Prompt Language Identifies which language to use for incoming call prompts.
Enable Hot Desking Check the box to enable access to the Hot Desking feature. Specify:
Maximum Login Time Select an available option from the drop-down list.
Caller ID Name Enter the name callers at the opposite end see on the display.
Caller ID Number Enter the number callers at the opposite end seen on the display.
Call Queue Supervisor Check the appropriate Call Queue boxes to enable supervisor permissions for the user.
Recording Manager Check the appropriate Auto Attendant or Call Queue boxes to enable recording manager
permissions for the user.
Feature Eligibility • Reach Eligibility Count - enter the number of eligible licenses that a user can manage directly
from the Reach application without requiring the Allworx administrator to reserve the license.
• Interact Professional Eligibility Count - enter the number of eligible licenses that a user can
manage directly from the Reach application without requiring the Allworx administrator to
reserve the license.
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Follow Me Calling Route inbound calls to an external number within call routes.
• When receiving a Follow-Me-Anywhere call on an external phone (e.g. cell phone, home phone),
a prompt identifies the source of the call and explains how to accept the call. To enable:
PIN required to Requires entering an Allworx PIN code to answer the call.
accept call*
Require caller to Requires the caller to state their name before ringing the Allworx phone.
record name*
Primary Phone Select a handset from the Primary Phone drop-down list. The Primary Phone
selection is independent of the regular phone assignment and call routing. It
can be any phone in the system.
* If checking both boxes, the prompt for calls to the user’s extension, “Call for (user) from (caller).
To accept, enter your PIN followed by the pound sign.”
• If the user rejects or does not answer, the incoming call continues along the defined call route.
• If connecting any of the parties via a SIP Trunk or SIP Gateway, the consult and transfer features
do not work.
Reach Link • User has permission to modify Reach Link settings - check the box to enable.
• Allow voicemail when attempting to recover lost Reach calls - check the box to enable.
NOTE: In a multi-site network configuration: Reach Link functionality is limited to users and
handsets configured on an Allworx server with the Reach Link feature key installed.
Auto Attendant Menus • Check the Auto Attendant boxes to include the user in the Dial-By-Name and Dial-By-Directory
menus.
POP3 Mail Transfers Configures the Allworx user for a POP3 request to transfer email to a POP3 client works as email
and voicemail messages, email messages only, or no messages. Select an option. See “Email Server
Configuration Settings” on page 173 for more information.
• Email and Voicemail messages
• Email message only
• No messages
Voicemail Notification and Escalation
Sends SMS text messages to cell phones and/or email addresses when leaving a voice message in a specified voicemail inbox on the
Allworx System. The SMS text messages provide the following information:
• Allworx username associated with the voicemail inbox. • Length of the recorded message.
• Date and time the voicemail inbox received the message. • Caller ID name and number of the caller leaving the voicemail (if
available).
NOTE: The Allworx SMTP server sends the SMS text messages, which require a valid network path from the Allworx server to the
destination mail server through the Internet.
Notification Mode Sends alerts each time the inbox receives a new voicemail.
To configure voicemail Notification alerts, enable the Notification Mode radio button and enter an
SMS Email Address.
• The SMS Email Address is the address of the recipient to alert a new message is available.
• One entry per field; use a message alias to send alerts to multiple recipients. Acceptable entries:
• Username • Email address
• Cell phone number with service provider SMS text message domain
• Message Alias
(e.g., [email protected])
• NOTE: Find service provider domains at: www.notepage.net/smtp.htm (Check with the Service
Provider for more information).
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Escalation Mode The Voicemail Escalation feature distributes message alerts repeatedly until meeting the set
number of retries or until retrieving any voicemail message.
• The system organizes recipients into levels so that after sending a specific number of message
alerts to the recipient(s) at one level, the system begins sending the alerts to the recipient(s) at
the next highest level.
• Example: A doctor’s office has an “on call hours” voicemail box. When leaving voicemail
messages in this box, the system sends the notification to the assigned doctor to answer after
hour emergencies. If the doctor does not retrieve the call within X minutes, the system sends an
escalation message to the next set of backup doctors.
Enable the Escalation Mode radio button and update the fields:
Level Order for alerting recipients a caller left a message in the voicemail inbox.
SMS Email Address of the recipient(s) to alert when a new message is in the voicemail inbox.
Message Only one entry per field, use a message alias to send alerts to multiple recipients
The following are acceptable entries:
• Username
• Message Alias
• Email address
• Cell phone number with service provider SMS text message domain
(e.g., [email protected])
Note: Find a list of service provider domains at: www.notepage.net/smtp.htm
(Check with the Service Provider for more information).
Notification Elapsed time before sending another SMS message to the recipients identified in
Period the Level option.
Maximum Maximum number of attempts sent to the recipients of the level before the
Retries message alerts proceed to the next level.
• This does not include the initial SMS message.
• The server makes one more attempt to the recipients than the entered value.
• Escalation message alerts stop after sending the maximum number of
messages to the last populated level in the table.
Continue Recipients continue to receive message alerts in conjunction with the next level
Notifications or levels once escalation occurs.
Email Forwarding
External Outgoing Mail (SMTP) Check the box to override the server configuration for the user. To configure:
Server Configuration 1. Check the box to enable. Enter the following information:
Server Address Enter IP Address or DNS name.
Server Port Enter a value.
Display Name Enter a value.
Sender’s Email Address Enter an email address.
Use authentication Check the box to enable, and then enter the User Name and
Password.
Secure Connection Select an available option from the drop-down list:
• None: No secure connection.
• SSL: Uses SSL without sending the STARTTLS message at the
beginning of the connection prior to doing the SSL handshake.
• TLS: Uses SSL WITH sending the STARTTLS message at the
2. Click Send Test Email.
VPN Settings Check the box to enable. Enter a VPN password in the field, and then confirm it.
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23.6 Define Password Requirements

Users enter PIN codes or passwords to access phone functions and applications. The Allworx
administrator can require more stringent password requirements for all accounts, and users to change
the PIN or password at the next login by using My Allworx Manager.
Phone Functions requiring a Pin Code Applications requiring a Password

• Message Center (Audio and Visual) • Interact / Interact Professional
• ACD Agent Login • Reach
• Hot Desk Login • My Allworx Manager
• Follow Me
To change the password requirements:

2. Locate the Password Requirements section, and click the additional information arrow , if
necessary. A message displays indicating if Strong User Passwords are or are not required, and
the current password requirements.
3. Click modify to change the settings.
Default Settings Require Strong Passwords Settings

• Default setting: Require Strong Passwords is unchecked. • Check the Require Strong Passwords box to enable, and then
• Only contain letters (A-Z, a-z), digits (0-9), and special select the strong password requirements:
characters (above). • Minimum password length (6 to 128 characters)
• Minimum length of 4 characters / Maximum • Require lower case letter(s)
length of 128 characters
• Require upper case letter(s)
• Require numeric character(s)
• Require special character(s)
[SP] ! “ # $ % & ‘ ,
- . / : ; < = } >
? @ ` { ~ ( ) | *
+ [ \ ] ^ _
• If the password does not already meet all the updated
requirements, the server requires the user to change the
password at the next login.
4. Click the Update button to save the changes or Cancel to disregard the request.
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Part 4 Network
The Network sections describe setting up and customizing the network for the Allworx server specific
to the business requirements.Each chapter explains:
• necessary access permissions and feature keys.

• necessary equipment to perform the procedures.
• necessary procedures to setup and customize the Allworx server network.
The various Network pages on the server web admin site support the Allworx administrator to set up,
configure, and manage the settings of the following features:
Page
Configuration - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 143
Digital Lines - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 147
Multi-Site - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 153
Px Expanders and Remote Phones - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 157
Static Routes - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 163
Virtual Private Network (VPN) - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 165
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Section 4 - Network
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Chapter 24 Configuration
Configuration supports customizing the network
settings for the business needs. Prerequisites
Prior to configuring the network: Access Permissions Allworx Server Administrator

Network Administrator role
• review the security advisories available at:
https://allworxportal.com/ Feature Key Required No
support_training/advisories.aspx.
• perform a backup of the View database prior to changing the network configuration (see the
Allworx View Users Guide for more information).
To manage the network configuration:

1. Log in to the Allworx server admin page. Navigate to Network > Configuration.
2. Click modify. The modify page opens.
3. Update the settings:
For security purposes, the Allworx administrator can no longer manage the Allworx server from
the Public interface IP Address. The Allworx server requires all updates from a LAN IP Address.
Allworx Network Mode
Previous Configuration Current Feature

LAN Host mode LAN Host Mode
NAT Firewall Enable NAT
NAT/Firewall with DMZ Enable NAT
Enable Firewall
NAT/Firewall with Stealth DMZ Enable NAT
Enable Firewall
Enable Stealth Mode
Standard Router
LAN Host Mode Another device on the Local Phones interface of the Allworx server is the primary router to the
Internet. The NAT and Firewall functionalities are not available on the Allworx server.
Enable NAT Network Address Translation. Enables devices attached to the LAN(s) of the Allworx server with
private (non-globally routeable) IP Addresses to communicate on a wider network using the
server WAN IP Address. This conserves IPv4 Addresses and protects devices on such LAN
networks from all unsolicited Internet traffic.
Enable Firewall Protects the Allworx server and all services running on it from unsolicited Internet access,
enabling access onto to the ports that the administrator deems necessary.
Enable Stealth Mode The Allworx server does not respond to unsolicited connection attempts at all, as if the server
did not exist, instead of responding with the standard ICMP Port unreachable message.
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Section 4 - Network
VLAN Configuration
• The Allworx Network Stack supports up to 16 user-defined VLANs shared between the Ethernet ports. Any VLAN shares the
full bandwidth among all the VLANs on that port. Virtual Network Interfaces provide the ability to define multiple virtual
interfaces on a single physical interface so the Allworx administrator can separate voice and data. Each virtual interface
enables a separate IP address and 802.1Q VLAN tagging setup. The Network Configuration page has an updated section for
configuring VLAN settings for the Ethernet ports.
• There is always at least one configured VLAN, which acts as the phone LAN. The phone VLAN can be on any Ethernet port -
tagged or untagged. The system does not require configuring any other VLAN interfaces. Any Ethernet interface without
enabled VLANs (and without configured PPPoE) is unused.
• Each interface has a uniquely assigned VLAN Tag/ID. The Allworx administrator may configure one interface per physical port
as untagged without specifying the VLAN Tag/ID. By default, the WAN port has one untagged interface - VLAN Tag/ID
unspecified, and the LAN port (ETH0 on Connect servers) has one untagged interface - VLAN Tag/ID unspecified. Both ports
cannot use the same VLAN Tag/ID.
• The Allworx administrator cannot delete the first VLAN in the list because of the assigned Local Phone network. At a
minimum, there is always one Ethernet port with a configured VLAN (tagged or untagged) for local phones, but the Allworx
administrator can disable all other network interfaces.
SNMP
• The server SNMP daemon listens on all VLAN interfaces, and uses the firewall to block access from the public interface. See
“SNMP Server” on page 179 to enable or disable SNMP for all interfaces.
Upgrades
During the first major software upgrade to Allworx System Software 8.0 and later the software imports the settings from a
previous version of the Allworx System Software and creates two VLANs.
LAN/untagged • Imports the IP settings from the legacy LAN IP settings.
• Imports the Network Mode settings from the previous software version.
WAN/untagged • Imports the WAN/untagged VLAN IP settings from the WAN settings, if the WAN settings
were “Use either a DHCP Server” or “Use Static Settings”, and the new WAN setting selects
VLAN. Otherwise, the WAN/untagged VLAN has its default settings and the WAN setting
remains unchanged.
• Imports the Network Mode settings from the previous software version.
add VLAN Adds a new VLAN to the list. Users may define up to 16 VLANs.
Enabled Check the box to enable the VLAN port. The Allworx System Software checks the LAN ports by
default.
Port Indicate the Physical Ethernet Port. Options include LAN or WAN.
Tag/ID Check the box to tag the VLAN. Manually enter the VLAN (802.1Q) tag.
Description/IP Address The Allworx System Software identifies LAN phones as Local phones and VLAN phones as
public.The first Public VLAN description is fixed, and subsequent description fields are
user-defined. Options include:
• DHCP
• Static <IP Address>
• <Net mask drop-down>
Services Check the box to enable the services. The first local phone VLAN BLF broadcast is always
enabled, and subsequent BLF check boxes are user-defined.
Action Click delete to remove the port from the list.
Public Interfaces
VLAN If a VLAN interface is serving as the Public interface, click the radio button. Select the
appropriate interface from the drop-down list.
PPPoE (on WAN Port) If using PPPoE (on WAN Port), click the radio button. Enter the PPPoE Username, PPPoE
Password, and the PPPoE Service Name. If necessary, update the PPPoE MTU.
T1 Port If using T1 as the gateway, click the radio button.
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Default Route
Gateway Enter or verify the IP address.
External IP Address Enter or verify the IP address.
Allworx Interface Blocking Rules (Optional)
<Select Interface> Select an available option from the drop-down list.
add rule Saves the new rule to the server.
delete rule Removes the rule from the server.
Firewall (Optional, if enabling the firewall)
The Allworx System Software supports a simple firewall between any two possible network interfaces to prevent unauthorized
access. The Allworx administrator can add rules consisting of the pairs of interfaces. The Allworx System Software drops
packets normally routed between the interfaces that are in such a rule. These rules are in effect regardless of the state of the
Firewall and NAT check boxes, and do not effect spoof ports.
Allworx Reach and Remote enabled
Allworx Handsets (UPD 2088,
TCP 8081)
Allworx View (54441) enabled
DNS Client (UDP 4069) enTCP abled
DNS Server (UDP 53) enabled
HTTP (TCP 80) disabled
HTTPS: Secure Allworx disabled
Administration (TCP 8443)*
HTTPS: Secure Allworx My disabled
Allworx Manager (TCP 443)*
IMAP4 (TCP 143) disabled
Multi-Site Voicemail disabled
(TCP 26)
POP3 (TCP 110) disabled
PPTP (TCP 1723) disabled
SIP (UDP 5060, TCP 5060) enabled
SNMP (UDP 161) enabled
SNTP Client (UDP 4068) enabled
* Feature is only available on the Connect servers.
Network Address Translation Rules (Optional, if enabling NAT)
Public IF Port # Enter the port information.
Protocol Select an option from the drop-down list.
IP Address Enter the IP address.
Local Port # Enter the port information.
Host Information
Host Name Enter the Host information
Fully Qualified Domain Enter the information.
Name (FQDN)
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4. Click Update to save the changes or Cancel to disregard the request. Restart the Allworx server
for the new settings to take effect.
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Chapter 25 Digital Lines

Digital Lines are the integrated T1 interfaces on
Allworx 48x and Connect 731 servers. Access the Prerequisites
T1 Digital Line interfaces through the connectors
labeled T1-A and T1-B on the Allworx servers. Access Permissions Allworx Server Administrator
The service provider provisions the line to the Support Technician role
interface, which dictates the configuration of the
Digital Lines.The settings must match the Feature Key Required No
expected configuration of the service provider or Servers Allworx 48x and Connect 731
for proper operation. Configure the line or lines
in use before physically connecting the server to
the T1 line.
When using a Digital Line for circuit switched voice operation (PRI or RBS modes), the preferred
method is to set all the Digital Line parameters including the functional definition for each time slot on
T1 line. After setting this configuration, each slot configured to support circuit switch voice calls display
as a new outside line. That is, logically treat each separate slot configured for circuit switched voice calls
as a separate telephone line. The differences include:
Allworx 24x or The T1-A interface operates as:

Connect Server • Primary Rate ISDN line.
• T1 data line for connectivity to another site or to an Internet Service Provider.
The T1-A interface supports both circuit switched voice calls and TCP/IP data. The T1-A interface also
supports Robbed Bit Signaling (RBS) operation. Use the dedicated T1-B interface as a data connection.
Use the data connection for connectivity to another remote site on a dedicated T1 line or for connectivity to
a service provider for Internet access.
Allworx 48x Server One or both of the T1 interfaces:
• operate as Primary Rate ISDN lines, Robbed Bit Signaling (RBS) lines, and /or T1 data lines for connectivity
to another site or to an Internet Service Provider,
• support both circuit switched voice calls and TCP/IP data.
Use the data connection for connectivity to another remote site on a dedicated T1 line or for connectivity to
a service provider for Internet access.
PRI Support The Allworx server supports Primary Rate ISDN using the National Standard ISDN format (NI-2), Lucent
Custom 4ESS, Lucent Custom 5ESS, and Nortel DMS-100 switch types.
Always configure the Allworx server ISDN interface as the user side equipment with the intention of hooking
to the service provider Central Office (CO) network side equipment. The Allworx server interfaces have a
fully integrated CSU/DSU, typically intended for a direct, short haul connection to the service provider smart
jack. Consult the product installation instructions for further information.
NOTE: When using PRI operation it is important to define exactly one PRI D channel for the Digital Line and
a minimum of one PRI B channel. Match the configuration provisioning defined by the Central Office with a
typical configuration having 23 B channels on slots 1 through 23 and one D channel on slot 24.
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NFAS Support Non-Facility Associated Signaling (NFAS) is a PRI that multiple T1 lines share the same D channel. The
Allworx server supports NFAS using the National Standard ISDN, Lucent Custom 4ESS, Lucent Custom 5ESS,
Nortel DMS-100 switch types.
NOTE:
The configuration must match the provisioning defined by the Central Office.
• A typical configuration has:
• Twenty-three B channels on slots 1 through 23.
• One D channel on slot 24 of the primary T1 line.
• Twenty-four B channels on slots 1 through 24 of the secondary T1 line.
• To configure NFAS on the Allworx system, connect the NFAS line with the D channel to the T1-A port.
Robbed Bit Signaling / The Allworx server supports classical T1 Robbed Bit Signaling (RBS) trunk lines on a time slot by time slot
Channel Associated basis, sometimes referred to as T1 Channel Associated Signaling (CAS). The system supports the following
Signaling Support modes:
• FXO Loop-Start • E&M Feature Group B • E&M Wind Start
• FXO Ground-Start • E&M Immediate Start
For the above selections, operational use is the same as the corresponding analog interface types. The
system implements the precise signaling protocols for each interface in conformance with the procedures
documented in EIA/TIA-464C. Inbound Caller-ID is supported on the FXO modes, if the CO supports it. See
“Digital Lines” on page 147 for more information.
Robbed Bit Signaling / For primary CO line connectivity, the preferred slot choice is the FXO Ground-Start slot to minimize the
Channel Associated possibility for glare conditions, especially when call volume is high. Allworx does not guarantee that the
Signaling Support network provides an explicit disconnect signal in FXO Loop-Start mode. Example termination methods:
User hangs up phone. Normal call termination.
User hangs up phone under the No terminating signal can cause the call to remain live for an
supervision of the Auto Attendant. extended period of time (tens of seconds) after the original
call termination.
Line-side answer supervision The network provides an explicit signal acknowledging that
the far end has picked up during an outbound call.
• Not all FXO lines support this supplemental feature.
• Because not all network equipment can produce this state,
calls cannot rely upon it and disregards the state.
Data Support NOTE: The Allworx administrator can configure and reconfigure the digital lines without a system restart,
but changes to the Network Configuration settings do require a system restart after updating them.
NOTE: Since the data support is fully symmetrical, it is possible to connect two Allworx servers back-to-back
between their T1 interfaces. Do this either on the same site or across sites using a dedicated T1 line that
spans between the two sites via the service provider.
The Allworx server configuration enables the Allworx server to carry TCP/IP packets using PPP encapsulation
on any combination of slots constituting a full or fractional T1 interface. Even when configuring a T1
interface for circuit switched PRI operations, use extra (non-voice) slots for dedicated data connections as
long as the remote end service provider enables this configuration.
Each T1 interface that has data slots configured on it constitutes a single logical serial channel using HDLC
encapsulation of PPP packets per RFC-1662, using any combination of slots for data on each Digital Line,
there can be only one logical data interface definition per T1 line.
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25.1 Restrictions
• Designate one interface as the logical Public interface for the Connect 731 server. Select the
Ethernet Public Interface or the T1 interface for routing TCP/IP traffic. Select either Ethernet
VLAN or T1-A port as the data WAN interface for the system even though it is possible to
provision multiple interfaces simultaneously.
• Designate one interface as the logical Public interface for the Allworx 24x, 48x, and Connect
servers. Select the Ethernet Public Interface, T1-A, or T1-B ports for routing TCP/IP traffic. Select
either Ethernet VLAN, PPPoE, T1-A, or T1-B ports as the data WAN interface for the system even
though it is possible to provision multiple interfaces simultaneously.
25.2 Configure the Digital Lines

The steps below describing configuring digital lines as well as the T1 line on the Allworx server.
To configure the digital lines:

To change the Digital Lines setting, see “Manage Digital Lines” on page 107 for more information.
To configure the T1 line on the Allworx server:

1. Log in to the Allworx server admin page, navigate to Network > Digital Lines.
2. Locate the Digital Line and click Modify. If using an NFAS line, check the Enable NFAS box.
It is important to provision Digital Lines not in use as Disabled. The disabled state is the factory
default setting for each T1 line.
Description Description of the Digital Line interface. Use this description in all other places referring to this line, such
as in the Outlines Lines view and configuration pages of the phone system.
Line Mode The provisioned operational mode for this interface - T1 mode and Disabled are available.
Line Code/DS0 Supports both B8ZS and AMI modes. Allworx strongly recommends using B8ZS mode, if the service
Channel Speed provider supports it.
• Select the setting that matches the service provider setting, but order the lines as B8ZS, if the CO
switch enables it.
• In AMI mode, clear channel data service is not available and only a 56K data rate is available on each
slot. Generally, a PRI line should always be set to B8ZS mode.
Framing The Allworx server supports both Super Frame (D4) and Extended Super Frame (ESF) modes. Select the
setting that matches the service provider configuration, but Allworx recommends having the service
provider use ESF mode, if available.
Clock Source Specify the Digital Line data clocking source reference for this interface.
• Network clocking is almost always the preferred setting because the service provider is the source of
the timing reference and the Allworx interface will be the slave to that network clock.
• Internal timing mode indicates that the Allworx device is the source of the clocking time reference.
This mode is useful to hook two devices back-to-back. One end needs to provide the clock reference
and the other must slave to that master.
• The exact terminology may vary from device-to-device. For this setting on Allworx devices, Network
mode means it is the slave and Internal Mode means it is the clock master.
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Loopback Mode Place the interface into a diagnostic mode for testing purposes. For best results, always select Normal
Operation. The use of the test modes is beyond the scope of this document.
Normal Transmit and receive lines that connect normally and disables all loop back features
Operation modes.
Local Does an internal analog loop back on the local interface so that transmit data
Unframed immediately loops back to the receive path.
• This mode is useful for verifying that the physical interface is operating correctly on
the Allworx unit.
• Although not strictly required, Allworx recommends using B8ZS, ESF, and Clock
Source Internal for such tests.
Remote Synchronizes and decodes incoming data at the frame level. These decoded frames
Frames are then re-framed locally and sent back out on the transmitted output line.
Remote Decodes incoming data at the bit level from analog voltages to digital bits and
Unframed directly sent out as a stream of bits back towards the source on the transmitted
output line. No attempt is made to synchronize or verify the data at the frame level.
Line Build Out Determines the pulse shape and transmit power levels used on the analog output of the Digital Line
interface.
• The dB settings are for long haul configurations and the distance settings for short haul
configurations.
• Always use the short haul settings since Allworx equipment is intended for use with a local smart jack
only and not for driving the physical T1 lines on the telephone poles directly.
• Select the length setting that matches the cabled distance between the Allworx server and the service
provider’s demarcation point. If this setting is improperly configured line errors may be very
common or problematic and affect system reliability.
PRI Switch Type Select the Primary ISDN (PRI) switch type that is in use by the service provider.
• Select NONE if there is no connection of this interface to a PRI based service.
• If this parameter is improperly configured the telephone service will most likely work, however there
will be subtle problems when certain type of conditions occur such as calling cell phones, busy
numbers, or during network congestion. Additionally, this may affect Caller ID functionality as well.
Verify the correct setting from the service provider to set this parameter accordingly.
Voice Channel Determines the order the Allworx PBX attempts to seize a line for outgoing calls within each service
Selection Order group assigned to this Digital Line. This setting is not critical but having it properly set dramatically
lowers the probability for a condition called glare where both the PBX and the Central Office attempt to
put the same slot into service simultaneously for two unrelated calls.
• Set this selection to be the opposite direction that the service provider uses for incoming calls.
• Example: If the service provider:
• Hunts incoming calls starting from slot 1 towards higher numbered slots looking for the first
available channel for a new incoming call, configure the PBX for Descending Mode.
• Starts at the top and hunts toward lower-numbered slots, select Ascending Mode.
Caller ID Name Since most PRI lines hook directly into the international SS7 telephone signaling network, it is possible
to have parties see any Caller-ID string.
• For analog phone lines, the CO determines this string. For PRI lines, the Allworx server determines it.
• Set the caller ID name field to the preferred value for called parties to see when placing outgoing calls
on this Digital Line.
• The service provider may override these settings.
Caller ID Number The phone number presented to called parties for outgoing calls. See name setting above for more
information.
Prefer Originally This causes displaying T1/PRI originally-dialed/redirected phone number on Allworx phones, if the
Dialed Number original call was redirected and the CO provides the original call information.
(RDNIS) for display
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Prefer Originally This causes using T1/PRI originally-dialed/redirected phone number in DID routing, if the original call
Dialed Number was redirected and the CO provides the original call information.
(RDNIS) for DID
lookup/call routing
Channel Select the operating mode for each time slot per the provisioning defined by the service provider or
Assignments device connected to the Digital Line. Improper selections causes poor results. Select an option from the
drop-down list or locate the Set all channels to: and select an available option.
Disabled Indicates an unused time slot on this Digital Line.
PRI B Channel Bearer channel for ISDN PRI operation used for carrying voice calls. Selecting this
mode defines a new outside line for the PBX for each configured slot.
PRI D Channel Data-signaling channel for ISDN PRI operation used for transporting call control
information between the PBX and the Central Office.
The Allworx server always operates as user equipment on a PRI line.
If enabling PRI operation on this line, configure exactly one slot as the PRI D
channel. Typically, this is slot 24.
When using NFAS, the D channel must be on the T1-A port.
T1 E and M Circuit-switched Ear and Mouth mode Robbed Bit Signaling trunk that uses
Immediate Start Immediate Start signaling.
RBS Defines a new outside line for the PBX for each slot configured in this mode.
This mode is symmetrical.
Used to hook the PBX back to back to tie PBXs between sites on a leased line.
T1 E and M Wink FG- Circuit-switched Ear and Mouth mode Robbed Bit Signaling trunk.
B RBS • Defines a new outside line for the PBX for each slot configured in this mode.
• This mode is symmetrical and used to hook PBXs
back-to-back to tie PBXs between sites on a leased line.
• Only use DTMF signaling.
• The system does not support Multiple Frequency (MF) signaling.
T1 E and M Wink FG- Circuit-switched Ear and Mouth mode Robbed Bit Signaling trunk.
D RBS • Defines a new outside line for the PBX for each slot configured in this mode.
• This mode is symmetrical and also used to hook PBXs back-to-back to tie PBXs
between sites on a leased line.
• Only use DTMF signaling.
• The system does not support Multiple Frequency (MF) signaling.
T1 FXO Circuit-switched Foreign Exchange Office style interface mode that digitally
Loop-Start RBS emulates the standard analog telephone line interface that uses Loop-Start
signaling.
• Defines a new outside line for the PBX for each slot configured in this mode.
• If call volume is high, this mode is less desirable than FXO Ground-Start
Operation. This connects to the service provider interface that is operating as
the FXS side of the interface.
• This mode is NOT symmetrical.
T1 FXO Ground-Start Circuit-switched Foreign Exchange Office style interface mode that digitally
RBS emulates the standard analog telephone line interface using Ground-Start
Signaling.
• Defines a new outside line for the PBX for each slot configured in this mode.
• The Ground-Start operation is able to minimize the possibility of glare
especially when call volumes are high, making it more preferable than Loop-
Start.
• This is intended to connect to the service provider interface that is operating
as the FXS side of the Ground-Start interface.
• This mode is NOT symmetrical.
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Channel 56K Data Specifies this slot provides 56Kbits/sec of bandwidth for the Digital Line logical
Assignments Channel data connection.
(con’t) • This mode is typically used if 64K clear channel service is not available.
• Only use this mode for data connections when selecting AMI Line Code mode
64K Data Specifies that this slot provides 64Kbits/sec of bandwidth for the Digital Line
Channel logical data connection.
• Use this when clear channel data service is available.
• Do not select this mode if selecting the Digital Line’s AMI Line Code mode.
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Chapter 26 Multi-Site
The Multi-Site feature supports the ability to
integrate multiple sites seamlessly. Allworx Prerequisites
administrators can join up to 99 Allworx servers
in a Multi-Site network with up to 1000 users
and up to 1000 system extensions across all Network Administrator role
sites. The total number of Multi-Site Users and
Multi-Site System Extensions varies with the Feature Key Required • Multi-Site Primary
• Multi-Site Branch
maximum users licensed on each Allworx server.
The Multi-Site feature supports increased multi-site network security and reduces the time necessary to
rebuild or rejoin a multi-site network.

Follow the order of the steps to successfully setup the multi-site network.

1 Verify the Internal Dial Plan is the same on all servers in a multi-site “Dial Plan” on page 37
network. The Allworx system does not enable sites to join the network if
the Internal Dial Plan is different from the Controller site Dial Plan.
2 Configure and enable multi-site on the Controller before enabling any “To configure the sites:” on page 154
of the Branch sites. Doing so enables the Branch sites to register
immediately.
NOTE: The Allworx system does not permit using Allworx 6x12 servers
as a Controller site.
3 Configure and enable the branch sites.
4 Build/rebuild (available on the Controller site only) or rejoin (available
on the Branch site only) the multi-site network.
5 Manage the voicemail transfer settings. “To manage the voicemail transfer settings:” on
page 155
26.2 Manage the Multi-Site Network

Prior to setting up the multi-site network or for tips to configure the Allworx Phone system for a
multi-site network:
• read the Allworx Advanced Multi-Site Setup Guide for details

• View customers: perform a backup of the View database prior to changing the multi-site
configuration (see the Allworx View Users Guide for more information).
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To configure the sites:

1. Log in to the Allworx web server admin page.
2. Install the Multi-Site Primary and Multi-Site Branch feature keys. See “Feature Keys” on
page 219 for more information. Verify that Multi-Site Primary displays in the Currently Installed
Feature list. If it is not in the list, obtain a Multi-Site Primary key from the Allworx Distributor.
3. Navigate to Network > Multi-Site, and then click:
Link Description
Configuration
modify Update the current settings.
1. Specify a multi-site role for this server:
Disabled Ends the server multi-site connections. If a server becomes disabled, the other
active sites receive a notification, and the Allworx system removes the disabled
site from the database.
Controller Site Enter a descriptive site name for this site. The name displays on the Admin page
of all sites as the home location for extensions, users, and handsets.
Branch Site Enter the public IP Address or the domain name of the Allworx server at the
Controller site. The name displays on the Admin page of all sites as the home
location of extensions, users, and handsets.
• In the Site List section, a message displays <Controller Site IP Address> contacted. Pending
acceptance from admin at site. This indicates the Branch site sent a request to the Controller site to
join the multi-site network. The Branch site stays in this state until the Controller site manually
accepts this request.
• The message <Controller Site IP Address> is being contacted, indicates the Branch site is waiting
for a response from the Controller.
• Click Refresh to verify if the “Pending acceptance” message displays. If the refreshed page
continues to display the is being contacted message, there is a problem.
• Verify the Controller site configuration and verify the network communications between sites.
NOTE: If the Branch Site Internal Dial Plan or Extension Length is different from the settings on the
Controller site, the system does not enable the Branch site to join the network.
advanced Only change the site identifier at the direction of Allworx Customer Support.
Go Offline Disconnects the server from the multi-site network. If a server is Offline, the other active sites receive a
notification, which clears the server credentials and prevents the Offline site from communicating with
the other servers on the multi-site.
Rebuild Rejoin all active sites and those without a pending accept status. Sends a request to Branch servers in
the list to resend connection information.
When rebuilding a Multi-Site network (either by deleting or using the Rebuild button), local handsets
owned by remote users become “unowned” phones and display (none) in the owner column on the
Phone System > Handsets > SIP Handsets page.
Rejoin Send a request to the Controller server to re-establish a connection in the multi-site configuration
without disabling the server and re-entering the branch server data. For servers that fail a join attempt.
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Link Description
Site List
A list of sites available to add to the multi-site configuration.
Pending Sites A list of available sites to add to the multi-site configuration.
• Accept - adds the server to the multi-site configuration.
• Deny - does not add the server to the multi-site configuration.
NOTE: After accepting the sites, the Active Sites table updates from the Pending Sites table. Notice the
status that displays in the Inbound Link and Outbound Link columns. It may take a few minutes for all
servers to report an Active status. “Active” indicates that the Controller site and the Branch site
exchanged all required information (i.e. users, extensions, and handsets).
Active Sites Displays the handsets available on the branch site. Click:
handsets • hide - collapses the list of sites.
• modify - map the specified handsets. Click the checkbox next to the handset
model to enable. Click Update to save the changes or Cancel to disregard the
request.
delete Removes the site from this and all other servers. Click Delete to remove the site
or Cancel to disregard the request.
test If any tests fail, the most likely cause is the configuration of network devices
between the sites. Check the firewall settings, port assignments, static routes,
and port forwarding between the current site and the remote test site.
• hide - collapses the list of available tests.
• HTTP
• BLF
• SMTP
• SIP
• Audio Call
Rejoin Available for each active site to initiate a rejoin from one branch to another
without involving the other branches, unless one of the sites is a controller site.
Mapped Handsets
Displays a list of handsets mapped from the branch site to the controller site.
Conflicts
If there are cases where the same defined extension phone number was on more than one server, then conflicts in the data
result during the data exchange between sites. Another kind of conflict occurs if users defined on more than one server have
the same username. Check and resolve conflicts and resolve on each server:
Entries in the Username and User Extension Conflicts table indicate either an Ext conflict or a Login Name conflict. Look up the
extension at each of the conflicting sites.
• If users on different sites are using the same extension, change one of the user’s extensions on all but one of the conflicting
sites to resolve the conflict.
• If users on different sites are using the same Login name, delete one of the conflicting users and re-add it with a different
username. Note that this deletes the configurations and saved voicemails for the deleted user.
For any entries in the System Extension Conflicts table, delete the extension from one of the conflicting sites to resolve the
conflict. Remember the call route of the deleted extension, and then add a new extension with that same call route.
Verify that all conflicts have been resolved on all servers.
To manage the voicemail transfer settings:

Configure the firewall settings for transferring voicemail between sites.
1. Log in to the Allworx web server admin page.
2. Navigate to Network > Multi-Site and locate the Voicemail Transfer Settings section.
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3. Click modify and update the settings.
TCP/IP Port Enter the Allworx server IP address LAN TCP/IP Port.
Maximum Sessions Enter the total number of active voicemail or email transfer sessions across the multi-site
network at one time.
Single Message Size Enter the maximum message size in bytes for one message. Entering a 0 equals no limit.
Limit (bytes)
Maximum Messages Enter the maximum number of messages per each session. Entering a 0 equals no limit.
Per Session
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Chapter 27 Px Expanders and Remote Phones

Px 6/2 Expander expands the system analog
capability by adding six (6) FXO and two (2) FXS Prerequisites
ports to most Allworx servers. Allworx
administrators can use the Plug and Play Access Permissions Allworx Server Administrator
installation feature for locally connected units. Network Administrator role
For detailed installation instructions, see the
Allworx Px 6/2 Expander Installation Guide. Feature Key Required No
Servers Allworx 6x, 48x, and Connect

For remote installation use the approach similar
for remote Allworx phones.
Allworx defines a remote device as a Px Expander or phone on a different Local Area Network (LAN)
from the Allworx server.
Example:
An Allworx server is at the company main office but an employee has a home office phone.
The Allworx administrator configures:
• the server for calls to and from the phone as though the employee is at the main office.
• the analog phones or CO lines on a remote Px Expander to integrate into the server network and
dial plan.
Allworx cannot guarantee proper routing of 911 emergency calls from remote Allworx phones or analog handsets
Caution: attached to remote Allworx Px Expanders. Do not configure remote handsets to place 911 calls.
During a network connection interruption between the Px Expander and the Allworx server it is not possible for regular
Caution: use of the Px Expander FXO and FXS ports. The only option to place calls through a Px Expander without a functional
network connection to the Allworx server is plugging an analog phone into the Power Fail port. The CO line connected
to FXO port 1 routes the calls placed using this phone. No other ports are functional.

Follow the order of the steps to successfully setup the Px Expander.

1 Install and configure the Px Expander. For more detailed information, see Allworx
Px 6/2 Expander Installation Guide.
2 Configure the Px Expander. “To mange a Px Expander:” on page 158.
3 Configure the FXS and FXO ports. “Manage FXO and FXS Ports” on page 159.
4 Change the network settings on a handset (using soft keys) or Px “Change the Network Settings” on page 160.
Expander.
5 Update the firewall settings. “Devices Behind a Firewall” on page 161.
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27.2 Manage the Px Expander

Displays a list of all Px Expanders on the Allworx server.
To enter the Boot Server IP Address and Plug and Play Secret Key into the phone, press the Config soft
key and select the Network Settings menu. See “VoIP Server” on page 181 for more information.
To enter the information into an Allworx Px 6/2 Expander, see the Allworx Px 6/2 Expander Installation
Guide for more information.
To mange a Px Expander:
1. Set up and configure the Px Expander per the Allworx Px 6/2 Expander Installation Guide.
2. Log in to the Allworx server admin page, navigate to Network > Port Expanders.
add new Port Activate a Px Expander on the server. See “Px Expander Settings” on page 159 for additional
Expander information. Click Add to save the change or Cancel to disregard the request.
<Port Expander Click one of the following links:
name>
Modify Update the Px Expander settings on the server. See “Px Expander Settings” on
(available after
page 159 for additional information. Click Update to save the change or Cancel to
adding a port
expander)
Delete Removes all related configurations and port definitions from the system.
Replace Replace the Px Expander with another Px Expander while automatically transferring
all the configuration parameters and settings to the new unit. Use this when
replacing a defective Px Expander.
Handsets Jumps to the Handsets page to configure Px Expander FXS ports.
Outside Lines Jumps to the Outside Lines page to configure Px Expander FXS ports.
<IP Address> Opens the Px Expander information page in a separate browser window.
Reboot Restart the Px Expander after making configuration changes to the expander or any
of its ports. The reboot starts as soon as all of the Px Expander ports are idle.
Delete Removes the Px Expander from the server. Click Delete to save the change or Cancel to disregard the
request.
Replace Replace the Px Expander with another Px Expander while automatically transferring all the configuration
parameters and settings to the new unit.
Handsets Jumps to the Handsets page to configure the Px Expander FXS ports.
Outside Lines Jumps to the Outside Lines page to configure the Px Expander FXS ports.
<IP Address> Opens the Allworx admin page of the Px Expander in a separate browser window. Use this link to view
the event log or view/modify the on-board settings.
Reboot Restart the Px Expander after making configuration changes to the expander or any of its ports. The
reboot starts as soon as all of the Px Expander ports are idle.
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Px Expander Settings
Setting Description
MAC Address Hardware identifier for the Px Expander. It cannot be changed.
Description Name given to the Px Expander. During Plug and Play installation, the Description is set to the Px Expander
MAC address. Allworx recommends changing it to something more meaningful to the site or configuration.
Codec Preference Set the preferred codec order for the Px Expander. The server does not support all codec for all call types (for
Order example, accessing the server Auto Attendant requires G.711). Codec is the method of encoding/decoding
the audio sent and received.
• The two possible codec are G.711 and G.729A. G.711 preserves voice quality but takes more bandwidth.
G.729A takes less bandwidth but reduces voice quality.
• This setting defines the order of codec selection.
• The Px Expander attempts to use the first choice but uses whichever required codec to support calls.
RTP Media Range Specifies the range of UDP ports used for Real-Time Transport Protocol communications.
(Port to Port) • When placing remote Px Expanders behind third-party firewalls, under certain conditions restrict the UDP
port range to create mapping rules for each Px Expander behind the firewall. See “Phone/Px Expander
behind a Third-Party Firewall” on page 159 for more information.
SIP NAT Some NAT firewalls automatically time out and close connections to devices.
Keep-alive Interval • If a remote Px Expander is behind such a firewall, this setting prevents the timeout.
• Messages called keep-alive packets are sent from the Px Expander to the Allworx server at the frequency
specified.
• Set the value to an interval shorter than the firewall timeout.
SIP Port UDP port number used for the SIP protocol by the Px Expander. Use the default value of 5060 unless the Px
Expander is behind a third-party firewall and the network requires a different value.
Time Zone Specify the time zone that the handset uses to compute its local time.
• If the Px Expander is in the same time zone as the Allworx server, select use current server.
• If the Px Expander is remote, use the time zone of its actual location.
Daylight Savings Specify if the Px Expander will use Daylight Savings Time (DST) to compute its local time.
Time • If the Px Expander is in the same time zone as the Allworx server, select use current server.
• If the Px Expander is remote, use the DST setting of its actual location.
Jitter Buffer Size Alters the size of the jitter buffer. Jitter is a variation in network audio packet latency experienced by the Px
Expander, resulting in a reduction in audio quality. The Px Expander uses a jitter buffer to maximize the
audio quality when jitter occurs.
27.3 Manage FXO and FXS Ports

After installing an Allworx Px Expander, the Allworx administrator can configure the FXS and FXO ports
on the Handsets and Outside Lines pages, just like the server ports. On the Dial Plan page, the system
adds Px Expander FXO ports to the default service groups. Create new custom service groups or modify
existing service groups to include the Px Expander FXO ports.
27.4 Phone/Px Expander behind a Third-Party Firewall

Remote phones and Px Expanders work even when behind a firewall. There are exceptions, which
require additional configuration steps. To avoid most problems with firewalls, route remote audio
traffic through the server; however, this uses server connection bandwidth.
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By default, all audio traffic from remote phones and Px Expanders runs through the Allworx server.
When calls to and from remote devices go out over SIP trunks or over the Internet to other remote
devices, the bandwidth usage is 180 Kbytes per call, which is double a regular incoming call.
This traffic degrades the call audio quality using the Internet. However, enabling audio between
devices to go directly from one to the other, rather than through the server reduces this effect. See
“VoIP Server” on page 181. Disabling it reduces server bandwidth usage. However, if doing this and
the phone or Px Expander is behind a firewall, the firewall requires configuration.
27.5 Change the Network Settings

If the remote device does not register with the server or if calls to / from the server do not connect,
change the settings on the firewall and the phone or Px Expander to enable communications.
To change the network settings on a handset (using soft keys) or Px Expander:

1. Use the phone soft keys, navigate to Config > Network Settings menu for phones, and locate
the Config Mode page for Px Expanders.
2. Change the following settings:

DHCP Disabled
Remote Plug and Play key See “Phone/Px Expander behind a Third-Party Firewall” on page 159.
Boot Server IP See “Phone/Px Expander behind a Third-Party Firewall” on page 159.
Phone/Port Expander IP Select an address consistent with the remote site network.
Netmask IP Network Mask of the remote site network.
Gateway IP Gateway IP of the remote site network.
3. Log in to the Allworx server admin page and navigate to Network > Port Expanders.
4. Click Port Expander Description. Set the RTP port range for the phone or Px Expander to
16384 or 16393. Forward the required IP ports through the Firewall at the remote site, per the
table:
Port Type WAN LAN Protocol

BLF 2088 2088 UDP
SIP 5060 5060 UDP/TCP
RTP 16384 - 16393 16384 - 16393 UDP
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27.6 Devices Behind a Firewall

27.6.1 Multiple Remote Devices behind the Same Firewall
If there is more than one remote Allworx device behind a firewall, change the firewall settings and the
phone or Px Expander to enable the configuration.
1. Use the phone soft keys, navigate to Config > Network Settings menu for phones, and locate
the Config Mode page for Px Expanders.
2. Change the following settings:
DHCP Disabled
Remote Plug and Play key See “Phone/Px Expander behind a Third-Party Firewall” on page 159.
Boot Server IP See “Phone/Px Expander behind a Third-Party Firewall” on page 159.
Phone/Port Expander IP Select an address consistent with the remote site network.
Netmask IP Network Mask of the remote site network.
Gateway IP Gateway IP of the remote site network.
Configure the VoIP settings See “VoIP Server” on page 181.
3. Log in to an Allworx server admin page and navigate to Network > Px Expanders.
4. Click on the Port Expander Description. Allocate 10 ports for each device in the standard range
(e.g. phone1: 16384 to 16393, phone2: 16394 to 16403). Select a different SIP port for each
device, starting at 5060 (e.g. phone1: 5060, phone2: 5061).
5. Forward the required IP ports through the firewall at the remote site, per the table.
Port Type WAN LAN Protocol IP Address

BLF 2088 2088 UDP 192.168.2.7
SIP 5060 5060 UDP/TCP 192.168.2.7
SIP 5061 5061 UDP/TCP 169.168.2.8
RTP 16384 - 16393 16384 - 16393 UDP 192.168.2.7
RTP 16394 - 16403 16394 - 16403 UDP 169.168.2.8
Map the BLF port for one of the remote devices. The device that gets the BLF messages from the server forwards the
Note: BLF information to every other Allworx desk phone in that subnet.
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27.6.2 Different Remote Site Phones, Each with a Firewall

This is very similar to “Multiple Remote Devices behind the Same Firewall” on page 161. because it is
necessary to do the mappings on each site firewall.
• Map the correct RTP port range for the device that is on the configured firewall.
• Map the BLF port (2088) for one device on each firewall.
27.7 Paging with Remote Phones

Remote phones do not receive pages. Users can send pages from a remote phone, but do not hear the
zoned or overhead pages. To enable paging to a remote phone, set up a VPN between the Allworx
server and the remote phone. See “VoIP Server” on page 181 for more information. This document
does not cover the configuration the site firewall for the VPN due to the many possible variations.
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Chapter 28 Static Routes

Static Route occurs when a router uses a
manually-configured routing entry, rather than Prerequisites
information from a dynamic routing protocol to
forward traffic. Access Permissions Allworx Server Administrator
This chapter describes customizing the static
routes for the business needs. Feature Key Required No
To manage the Static Routes:

1. Log in to the Allworx server admin page, and navigate to Network > Static Routes.
2. Click modify and update the settings:
Destination Enter a descriptive name in the field.

Netmask Select an option from the drop-down list.
Gateway Enter the Gateway IP Address.
External IP Enter the External IP Address.
3. Click Update to save the changes or Cancel to disregard the request. Restart the Allworx server
for the new Network Static Route settings to take effect.
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Chapter 29 Virtual Private Network (VPN)

VPN provides access to remote and secure data.
The Allworx Connect servers support a single- Prerequisites
user diagnostic VPN, and the VPN feature is not
available for Allworx 6x12 servers. Allworx System Administrator
To enable the VPN PPTP server: Network Administrator role
Feature Key Required Virtual Private Network (VPN)*

and navigate to Network > VPN. The * The Allworx server does not require the feature key for opening
VPN page displays. a single-user remote diagnostic VPN.
2. Click Modify, and then check the Enable VPN PPTP Server box and update the fields with the
required information.
3. Click Update to save changes or Cancel to disregard the request. Restart the Allworx server for
the VPN changes to take effect.
To enable VPN for individual users, see “User Template Settings” on page 136 for more information.
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Part 5 Servers
The Servers features support customizing the server types specific to the business requirements.Each
chapter explains:
• necessary access permissions and feature keys,

• necessary equipment to perform the procedures, and
The various Server pages on the server web admin site enable the Allworx administrator to set up,
configure, and manage the settings of the following server types:
Page
DHCP - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 169
DNS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 171
Email - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 173
Reach Link - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 177
SNMP Server - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 179
VoIP Server - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 181
Web Server - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 183
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Chapter 30 DHCP
The DHCP server displays the active leases
associated with the DHCP server. Prerequisites

30.1 Manage the DHCP Allworx System Administrator
Server Feature Key Required No
To manage the DHCP server:

1. Log in to the Allworx server admin page, navigate to Servers > DHCP. The DHCP Server page
displays with the server information, active leases, and known hosts.
2. Locate the DHCP Sever section, and click the IP Address upward or downward facing arrow to
sort the servers ascending or descending order, respectively.
3. Click modify, and then update the settings.:
Enable DHCP Server Check the box to enable.

Dynamic Address Range Enter the ending IP Address ranges in the fields provided.
DHCP Address Reservations Enter the ending TCP/IP Address and the MAC Address in the fields provided.
Enable Dynamic DNS DHCP server automatically adds discovered hosts to the DNS Server list. Check the box to
enable.
4. Click Update to save the changes or Cancel to disregard the request. Any saved changes require
restarting the Allworx server.
30.2 Delete a Known Host

The web admin page displays the Known Hosts associated with the DHCP server.
1. Log in to the Allworx server admin page, navigate to Servers > DHCP. The DHCP Server page
displays with the server information, active leases, and known hosts.
2. Locate the Known Hosts section, and click the IP Address upward or downward facing arrow to
sort the servers ascending or descending order, respectively.
3. Check the box next to the IP Address, and click Delete to remove the IP Address from the list.
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Chapter 31 DNS
The DNS server resolves and maintains a
directory of domain names, and then translates Prerequisites
the names to Internet Protocol (IP) Addresses.
To manage the DNS server: Network Administrator role
navigate to Servers > DNS. The DNS Feature Key Required No
Server page displays with the current
values.
modify Update the current settings.

Operating Mode
Normal The Allworx server attempts to resolve domain names to IP addresses in this
order: internal cache, Primary DNS Server (if specified), Secondary DNS
Server (if specified), list of well-known DNS Root Name Servers (only if there
are no specified Primary or Secondary servers).
• Primary DNS Server - Enter the IP Address in the field provided.
• Secondary DNS Server - Enter the IP Address in the field provided.
Stand Alone The Allworx server does not use any external servers to resolve domain
names to IP addresses. The Allworx server processes domain names not
resolved internally as invalid.
Host Table
DNS Zone: Use the Allworx DNS server to host the DNS Zone. Uncheck if another
computer hosts the DNS Zone.
Host Name Enter the host name.
IP Address Enter the host IP Address.
flush the DNS Clears the locations (IP addresses) of web servers containing recently viewed pages.
cache
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Chapter 32 Email
The Email server handles and delivers e-mail
over a network. The procedure in this chapter Prerequisites
describes customizing the email server for the
business needs. Allworx System Administrator
To manage the Email Server settings:
1. Log in to the Allworx server admin page, Feature Key Required No
navigate to Servers > Email. The Email
Server displays with the current settings and values.
Modify Change the current email settings. See “Email Server Configuration Settings” on page 173 for
more information.
• Click Update to save the changes or Cancel to disregard the request.
• Modifying the settings requires restarting the Allworx server for the new settings to take
effect.
manage the email Displays a list of the current emails.
queue 1. Select a single email by checking the box in the left column or all the emails by clicking
Check All. To uncheck all the email check boxes, click Clear All.
2. Select one of the available options:
Flush Clears the email or emails from the list without Non-Deliverable
Receipts (bounced messages).
Flush with NDR Clears the email or emails from the list with Non-Deliverable
Receipts (bounced messages).
Retry Send Now Attempts to resend the email.
Cancel Disregards changing the email queue.
3. Refresh Page: click to update the viewable emails.
Email Server Configuration Settings

Features
Connection Timeout (secs) Enter a value in seconds.
Voicemail Attachment Format Select an option from the drop-down list.
SMTP Settings
Forward voicemail and email using external Internet SMTP services such as Gmail and Hotmail. The web admin page includes SMTP
server settings to enter login credentials for an existing email account. Use this account for email, voicemail, and text alerts. For user
voicemail, it sends the email to the address in the user’s Message Alias.
Port Enter a value.
Transmit Threads Enter a value.
Transmit Queue Depth Enter a value.
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Notify Sender of Delivery Check the box to enable.

Delay
Enable use of SMTP Smart Check the box to enable. Enter the following information:
Host
Smart Host Address Enter IP Address or DNS name.
Smart Host Port Enter a value.
Smart Host requires Check the box to enable.
authentication • Smart Host User name
• Smart Host Password
Email for local domain Select an option from the drop-down list.
Voicemail for local domain Select an option from the drop-down list.
Enable use of SMTP Server 1. Check the box to enable. Enter the following information:
Server Address Enter IP Address or DNS name.
Server Port Enter a value.
Display Name Enter a value.
Sender’s Email Address Enter a value.
Use authentication Check the box to enable.
• User name
• Password
Use authentication Secure Connection - Select an option from the drop-down list.
• None - No secure connection.
• SSL - Uses SSL without sending the STARTTLS message at the
• TLS - Uses SSL WITH sending the STARTTLS message at the
2. Click Send Test Email.
POP3 Settings
Only the email and voicemail message option transfers voicemail messages to the PC inbox. Configure the email program on the PC
used to receives messages to pop the messages from the Allworx server. Use the following information to configure the email program:
NOTE: Most email programs enable leaving the messages on the server when transferring to the PC. When using this feature, the user
may exceed the server inbox quota. To avoid this, Allworx recommends enabling the email program to:
• Delete all the server email after N days.
• Delete the email when the user deletes it on the PC.
Port Number Enter a value.
Maximum Connections Enter a value.
Number Client Threads Enter a value.
Max. Depth Client Deferred Enter a value.
Queue
Min. Poll Period (minutes) Enter a value.
Secure Login Check the box to enable.
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IMAP Settings
IMAP synchronizes email so users can access an account from multiple locations. Configure the PC email application to send and
receive messages from the Allworx server. The details depend on the application but require:
• Entering the Allworx server IP address LAN TCP/IP Address (from the Network > Configuration > Modify page) as the incoming
IMAP server address.
• Entering the same address as the outgoing SMTP server address.
• Entering the Allworx user login name / password as the IMAP user / password.
• Do not use Secure Password Authentication (SPA).
• Do not use SSL to communicate with the Allworx server.
• Do not use authentication for the outgoing server.
NOTE: Enabling the IMAP protocol requires a Mobile Link Feature Key on the Allworx server.
Port Number Enter a value.
Maximum Connections Enter a value.
Alternate Email Domains
<alternate domain name> Enter a different email domain in the field provided.
Unsolicited Bulk Email
Use Block Service(s) Check the box to enable, and then enter the URL in the field provided.
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Chapter 33 Reach Link

Adjusting the Reach Link settings requires
assigned permissions enabled within the specific Prerequisites
application.
In a multi-site network configuration: Reach Link Network Administrator role
functionality is limited to users and handsets
configured on an Allworx server with the Reach Feature Key Required Reach Link
Link feature key installed. (one feature key for all users)
Servers Connect servers
Server Web Admin Page My Allworx Manager Reach Application

• Set the amount of time to determine: • Set up recovery numbers including • Set up fallback numbers including
• Reach device has lost the server descriptions to dial when the connection descriptions to dial when the connection
connection during an active call. to an Reach device is lost during an to an Reach device is lost during an
• Begin call restoration after the "Lost active call per user. active call per user.
Connection Timeout" expires during an
active call.
• Select the hold music for the non-Reach • Define the restoration number to attempt • Define the fallback number to attempt
user to hear when the Reach connection when an Reach device data connection is when an Reach device data connection is
is lost during an active call. lost during an active call per user. lost during an active call per user.
• Define the number of rings to wait when • Define the final destination when an
attempting a restoration number when Reach device data connection is lost
an Reach device data connection is lost during an active call per user
during an active call per user.
To manage the Reach Link server:

1. Log in to the Allworx server admin page, navigate to Servers > Reach Link. The Reach Link
Server page displays with the current values.
2. Click modify and update the information:
Enable Reach Link Server Globally enable or disable Reach Link on all Reach handsets on the server.
Lost Connection Timeout (secs) Enter a value for the amount of time a network is down before the Reach Link
reconnection process begins.
Call Recover Timeout Enter a value for the amount of time after starting the Reach Link feature and determining
(secs) a call is lost.
Hold Music Selection Select an option from the drop-down list.
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Chapter 34 SNMP Server

The SNMP server collects information from and
configures network devices on an Internet Prerequisites
Protocol (IP) network such as:
• servers • printers Network Administrator role
• hubs • switches
• routers
To manage the SNMP server:

1. Log in to the Allworx server admin page, navigate to Servers > SNMP. The SNMP Server page
displays with the current values.
2. Click modify and update the Enable SNMP Agent line. Check the box to enable.
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Chapter 35 VoIP Server

The VoIP server supports businesses transferring
the traditional phone systems to a dedicated Prerequisites
server-based system and offers a central location
to control the internal communications systems. Access Permissions Allworx Server Administrator
To manage the VoIP server: Network Administrator role
navigate to Servers > VoIP. The VoIP Feature Key Required No
Server page displays with the current

values.
2. Click modify and update the settings:
BLF Port Typically set to 2088. If necessary, change for firewall rules.
Secure BLF Default - unchecked.
Force Remote Phone audio through server For WAN to WAN calls. Check the box to enable.
Plug and Play Secret Key Click show to see or change the code. Click hide to remove from sight.
Phone Administration Password Access each handset through a web interface. The Phone Admin page has the
same look and feel as the Allworx server admin page. However, the password
used to access the phone admin page is NOT the same.
• View stored configuration information of the handset.
• Modify the handset’s configuration and personal speed dials.
• View information (event log, call history, phone configuration parameters).
Click show to see or change the code. Click hide to remove from sight.
NOTE: Users receive an error message when trying to use Allworx as the
password. The system does not accept Allworx as the password, enter another
password.
To access the administration page of an Allworx handset:
• From the Allworx server admin page, navigate to the Phone System >
Handsets page and then click handset IP address.
• From a browser, enter the IP address of the handset. Find the IP address using
the handset soft keys: CONFIG > Current Status > Info.
Global SIP Connection Limit Set to at least 1 for SIP trunks, remote phones, remote sites as bandwidth allows.
Paging Base IP Address The multicast base IP address used by the server.
• Each paging zone uses the base address plus an offset. Zone 0 (the overhead
zone), uses an offset of 0, zone 1 uses an offset of 1, etc.
• Example, if the base address were set to 239.255.10.0, then zone 2 would use
multicast IP address 239.255.10.2.
Paging Port The UDP port number destination for the packets. All zones use the same port
number, but each has its own multicast IP address. Enter a value.
Paging Maximum Hop Count Controls the time-to-live (TTL) count in the IP header of all paging UDP/RTP
frames. Enter a value.
• Typically, this value is set to 1 so that the packet is not sent beyond the local
subnet.
• If there are multiple subnets with phones, increase this value
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Paging Maximum Duration Enter a value.

RTP Base Port Enter a value.
RTP DTMF Payload Enter a value.
RTP DSCP Tag Select an option from the drop-down list.
SIP DSCP Tag Select an option from the drop-down list.
Disable Phone Creates via LAN Plug and Check the box to activate the feature.
Play
Disable Phone Creates via Wan (Remote Check the box to activate the feature.
Phone) Plug and Play
Disable Assign User at Phone Check the box to activate the feature.
Disable PCP Proxy Check the box to activate the feature.
3. Click Update to save the changes or Cancel to disregard the request. As necessary, restart the
Allworx server or handsets.
Requires a restart Does not

Allworx require a
Setting Server restart
Handset
Force Remote Phone audio through server X
Phone Administration Password X
Global SIP Connection Limit X
Paging Maximum Duration X
RTP DTMF Payload X
RTP DSCP Tag X
SIP DSCP Tag X
Disable Phone Creates via LAN Plug and Play X
Disable Phone Creates via Wan (Remote Phone) X
Plug and Play
Disable Assign User at Phone X
Disable PCP Proxy X
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Chapter 36 Web Server

The Web server processes requests via HTTP or
HTTPS. This chapter describes customizing the Prerequisites
Web server for the business needs.
The Connect servers enable HTTPS on Allworx Network Administrator role
server web admin pages and My Allworx
Manager pages. Feature Key Required No
Servers • Allworx 6x, 6x 12, 48x servers -

The Connect server default is HTTP disabled. The HTTP
Allworx administrator can enable or disable • Connect servers - HTTP (if
HTTP but cannot disable HTTPS. enabled) and HTTPS
• Disabled HTTP (Connect servers only)

• Access to My Allworx Manager via secure HTTPS port: 443.
• Access to the Allworx Server Web Admin via the secure HTTPS port: 8443.
• Enabled HTTP
• Access to My Allworx Manager via the insecure HTTP port on all network interfaces, except the
public network interface.
• Access to the Allworx Server Web Admin page via the insecure HTTP port on all network
interfaces, except the public network interface.
• The Connect servers do not enable insecure HTTP access on the public network interface.
The server generates a private key, public key, and self-signed SSL certificate to use with HTTPS:
• at first boot up.

• after formatting the server disk.
• after removing a user-installed self-signed certificate.
To manage the web server:

1. Log in to the Allworx server admin page, navigate to Servers > Web. The Web Server page
2. Locate the Web Server section and click modify and update the settings:
Connection Timeout (secs) Enter a value.

Maximum HTTP/HTTPS Sessions Enter a value.
Secure Web (HTTPS)
My Allworx Manager Secure Port (HTTPS)* Enter a value.
Web Administration Secure Port (HTTPS)* Enter a value.
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Insecure Web Access (HTTP) (Connect servers only)

Check the box to enable.
My Allworx Manager Port (HTTP)* Enter a value.
Web Administration Port (HTTP)* Enter a value.
* Feature is only available on the Connect servers.
3. Click Update to save the changes or Cancel to disregard the request. Any saved changes
require restarting the Allworx server.
To manage the Installed Certificate:

This applies only to the Connect servers and displays the current installed certificate information.
2. Locate the Installed Certificate section and click the additional information arrow , if
necessary. The SSL information displays.
3. Click:
import/export Navigation shortcut to Import/Export screen for the current SSL certificate and keys.
Reset Certificate Deletes the current certificate and the private key, and then create a new self-signed certificate and
private key. Click Yes to proceed and No to disregard the request.
To install a user-provided SSL certificate:

2. Locate the Certificate Installation section and click the additional information arrow , if
necessary.
3. Follow the steps on the web admin page to install a new certificate for Secure Web Access
(HTTPS). Verify the certificate adheres to the formatting guidelines listed on the web admin
page.
4. Click a link:
Show / Hide Displays or removes an example certificate, respectively.

import/export Navigation shortcut to import/export the certificates and keys.
Install Starts the certificate confirmation process.
Cancel Disregard the request.
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To create the Certificate Signing Request:

2. Locate the Certificate Signing Request section and click the additional information arrow , if
necessary. The Certificate Signing Request form displays.
3. Enter the information for the Certificate Signing Request into the fields provided.
4. Click Create CSR to proceed and Cancel to disregard the request.
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Part 6 Reports
The Reports features support customizing the reports specific to the business requirements. Each
chapter explains:

The various Server pages on the server web admin site enable the Allworx administrator to access the
following information:
Page
About - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 189
Allworx View - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 191
Auto Notification - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 193
Call Details - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 195
Configuration - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 197
Digital Lines - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 199
Live Calls - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 201
Phones - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 203
Resource Summary - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 205
System Events - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 207
Users - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 209
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Chapter 37 About
The About page displays information about the
Allworx system such as server model, software Prerequisites
version, and last successful server backup.
To view the About page: Phone Administrator Role
1. Log in to the Allworx server admin page, Network Administrator Role
navigate to Reports > About. The page Support Technician Role
displays with the Allworx system
Feature Key No
information. Required
show logged in administrators / Displays or removes the administrators currently logged in to the Allworx
hide logged in administrators system, respectively.
Open Source Licenses Displays the Open Source Licenses associated with the application. To return to
the server web admin page, click the browser back button.
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Chapter 38 Allworx View

The Allworx View application is a significantly
enhanced version of the Call Detail Record (CDR) Prerequisites
streaming feature, which gives dynamic,
comprehensive usage reporting on the Allworx Allworx System Administrator
phone system The View application provides Phone Administrator Role
separate connections and interaction between Network Administrator Role
the Allworx View application and the Allworx Support Technician Role
server and does not replace the current CDR Feature Key Required • Allworx View CDR
streaming feature. • Allworx View ACDR
Additionally, the Allworx View ACD add-on application:
• offers real-time contact center and analysis to maximize agent productivity,

• ensures an optimal experience for customers,
• customizable dashboards for supervisors and agents,
• displays the selected information using any popular web browser, and
• uses configurable alarms for supervisors and agents to recognize and react to high call volume
situations to minimize abandoned calls and frustrated customers.
To change the port:

1. Log into the server admin page and navigate to Reports > Allworx View.
2. Locate the Allworx View Settings section, and click one of the following links:
Reset Allworx • Port Reset - shuts down any current connection from an Allworx View client, and then re-initializes
View port the port. The Allworx View client re-connects without user intervention using the same
authentication token as when it was previously connected. This is best used as a recovery step when
there are connection problems.
• Authentication Token Reset - (see Modify below) a security-related configuration change that
disconnects an Allworx View application client, but with no port reset and requires user
authentication for Allworx View to re-connect. This is best used when changing access permissions,
such as removing a user with View administration permissions from the system.
Modify • TCP/IP Port - Enter the TCP IP Port number in the field.
• Reset Authentication Token - Check the box to enable.
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Chapter 39 Auto Notification

The Auto Notification report supports
configuring automatic email notifications for Prerequisites
specified systems events to specific users.
To setup the Auto Notification: Phone Administrator Role
Prior to performing this procedure, set up the Network Administrator Role
email services. See “Email” on page 173 for more Support Technician Role
information. Feature Key Required No
1. Log into the server admin page and

navigate to Reports > Auto Notification.
2. Locate the Auto Notification section, and click modify. Update the settings:
Auto Notification
Modify Updates the current settings. Check the Enable Notification checkbox, if not already checked and edit
the settings, as required.
Enable Message Check the required filters:
Severity Filtering • Emergency (0) • Critical (2) • Warning (4) • Info (6)
• Alert (1) • Error (3) • Notice (5) • Debut (7)
Enable Log Text Check the box to enable and update the settings:
Filtering • Maximum number of notifications per day - enter a number.
• Timeout for sending notifications (min) - enter a number.
• Maximum number of messages per notification - enter a number.
• Email subject - Enter information.
• Email header - Enter information.
Click Update to save the changes or Cancel to disregard the request.
Flush Pending Clears any pending notifications.
Notifications
Text Filtering - requires enabling in Auto Notification > Modify > Enable Log Text Filtering section.
add new text filter Enter a new text filter. Click Add to save the change or Cancel to disregard the request.
delete all Deletes all of the text filters. Click OK to remove the filters or Cancel to disregard the request.
Modify Change the text filter information. Click Update to save the change or Cancel to disregard the request.
Delete Delete the text filter information. Click OK to save the change or Cancel to disregard the request.
Email Addresses - requires enabling in Auto Notification > Modify > Enable Auto Notification.
add new email Enter a new email address. Click Add to save the change or Cancel to disregard the request.
address
delete all Delete all the email addresses. Click OK to remove the filters or Cancel to disregard the request.
Modify Change the email address. Click Update to save the change or Cancel to disregard the request
Delete Delete the email address. Click OK to delete the email address or Cancel to disregard the request.
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Chapter 40 Call Details

The Call Details report supports managing a Call
Details Report from the server.The server buffer Prerequisites
limit is 5,000 records on Allworx servers Access Permissions Allworx Server Administrator
(including the Connect servers) except for the Allworx System Administrator
Allworx 6x or 48x servers with an external drive - Phone Administrator Role
10,000 ONLY if the drive is reformatted after Network Administrator Role
Support Technician Role
connecting.
To change the Call Details Settings:
1. Log into the server admin page and
navigate to Reports > Call Details.
2. Locate the Call Details Settings section and click modify. Update the settings:
Call Detail Settings

modify Change the current settings..
Call Detail Storage Identify what to store. Select an option from the drop-down list.
• Do not store calls
• Store Completed Calls only
• Store Live Calls only
• Store Live and Completed Calls
Call Detail Streaming Identify what to stream. Select an option from the drop-down list.
• Do not stream calls
• Stream Completed Calls
• Stream Completed Calls only
• Stream Live Calls only
• Stream Live and Completed Calls
Call Detail Streaming Port Enter the port number in the field.
Click Update to save the changes or Cancel to disregard the request.
Completed Calls Detail Report
delete Removes specific calls from the report. Select:
• Delete all calls
• Delete calls made before - select the date from the drop-down list.
Click Delete to save the changes or Cancel to disregard the request.
Report Start Date Enter a date in the field and select the number of days to include in the report from the drop-down list.
View Report Displays the report on the computer screen.
Export TSV Report Exports the report to a Tab Separated Values format.
Export XML Report Exports the report to an Extensible Markup Language format.
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Chapter 41 Configuration
The Configuration report provides the Allworx
server configuration information such as, but not Prerequisites
limited to system settings, network settings,
internal dial plans, phones, and users. Access Permissions Allworx Server Administrator
Support Technician role
To manage the Configuration Report:
Click the Generate XLS Report button to create Feature Key Required No
a configuration report. This report may take up to
10 minutes to complete.
To see the report, click View next to the Excel workbook file. The worksheet tabs at the bottom of the
report provide specific configuration information.
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Chapter 42 Digital Lines

The Digital Lines report displays the information
specific to each digital line. Prerequisites

To manage the digital lines report: Allworx System Administrator
1. Log in to the server admin page and Support Technician role
navigate to the Reports > Digital Lines Network Administrator role
page. A window displays the information
for each digital line.
Servers Allworx 48x and Connect
* Not all features on the Roles page are available to Phone
Clear Clears the current information Administrators. These features require Allworx Server
Report from the viewable report. Administrator or Allworx System Administrator permissions.
Refresh Updates the current information

Report on the report.
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Chapter 43 Live Calls

The Live Calls report displays the call information
in a separate browser window. Prerequisites
To display Live Calls: Access Permissions Allworx Server Administrator

1. Log in to the server admin page and Support Technician role
navigate to the Reports > Live Calls
page. A separate window opens. Feature Key Required No
2. Do one of the following options:
Check the Auto Refresh checkbox.

Click the Refresh Now button. Requires clicking at least once every 30 minutes.
3. Click the “X” on the browser window or tab to close the admin web window (not the Live Calls
window). Do not log out of the admin web page before closing.
To hide or show the Queued Calls or Active Calls, click hide or show, respectively.
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Chapter 44 Phones
Download diagnostic log files from Verge IP phones registered with this server to support the retrieval.
To manage the download:

1. Log in to the Allworx server admin page and navigate to Maintenance > Phones.
2. Locate the Choose phone drop-down and select an available phone in the list.
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Chapter 45 Resource Summary

The Resource Summary report describes current
Allworx server configurations, maximum Prerequisites
admissible configurations, and current license
usage counts. Additionally, the Resource Access Permissions Allworx Server Administrator
Summary page supports viewing the Phone Administrator role
compatibility of the current configuration with Network Administrator role
other server models and the Last Migration Support Technician role
Upload Summary.
To manage the Resource Summary report:

1. Log in to the server admin page and navigate to the Reports > Resource Summary page. The
page displays the current Allworx server information.
2. (requires that the service PC has an Internet connection) Click check server compatibility to
determine Allworx server data configuration compatibility with other Allworx server models.
Checking the server compatibility is helpful if there is a need to replace the current Allworx
server model with a different Allworx server model.
3. Select a different Allworx server model from the drop-down list.
A table displays with both the current server counts and the selected server model capabilities.
Green Configuration is compatible.

Yellow Configuration is incompatible. Line item describes the issue and suggests a remedy to fix the incompatibility.
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Chapter 46 System Events

The System Events report displays system
information (i.e., server type, MAC address, Prerequisites
software version, etc.) and log information.
To manage the System Event Severity Support Technician role
filtering:
1. Log in to the server admin page and Feature Key Required No
navigate to the Reports > System Events
page.
show Severity Filter / Opens or closes the Event Severity Filtering section, respectively. Check the filter boxes to select the
hide Severity Filter filters to display.
Click Apply Filter to save the changes or Reset Default Filter to use the factory default settings.
Download Downloads the system events to a file.
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Chapter 47 Users
The Users report displays a list of all active users
in the business directory including the Prerequisites
associated extension, the user name, and the
messages/space used as well as email and Access Permissions Allworx Server Administrator
voicemail information. Network Administrator role
To manage the Users page: Feature Key Required No

1. Log in to the server admin page and
navigate to the Reports > Users page.
<user> The Phone System > Users > Modify page opens. See “User Settings” on page 133 for more
information.
delete messages Permanently deletes messages from the Allworx system. Recovering deleted messages requires an
OfficeSafe backup. Select the types of messages to delete for the user:
• Delete all emails
• Delete all read emails
• Keep all emails
• Delete all voicemails
• Delete all saved voicemails
• Keep all voicemails
Click Delete to remove the messages or Cancel to disregard the request.
NOTE: To recover deleted messages, perform a System Report using an OfficeSafe Backup. See “To
restore data using the Allworx OfficeSafe application:” on page 234 for more information.
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Part 7 Maintenance
The Maintenance features support customizing the performing routine maintenance on the Allworx
server. Each chapter explains:

The various Maintenance pages on the server web admin site enable the Allworx administrator to:
Page
Backup - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 213
Custom Recordings - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 215
Feature Keys - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 219
Import/Export - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 227
Registration - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 231
Restart / Shutdown - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 233
Time - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 237
Tools - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 239
Update - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 243
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Chapter 47 Backup
Backup supports restoring entire Allworx server
disk data, not a specific file, to a PC. It is critical Prerequisites
to configure the Allworx server to initiate
backups frequently, including daily backups, Access Permissions Allworx Server Administrator
before system software updates, and before Phone Administrator Role
configuration changes. Network Administrator Role
Assess the data loss requirements in the event a
restore from a server backup is necessary. In the
event of a server failure, restore the system from
the backup. See the OfficeSafe User Guide to perform a restore, available on the Allworx Partner Portal
(www.allworxportal.com).
To perform an Allworx Server Backup

The OfficeSafe application Current Status and Activity Log displays the progress of the backup process.
When the backup is complete, the Current Status state is Idle and the Activity Log displays “Saving
backup completed successfully.”
1. Start the OfficeSafe application on the backup PC, and enter the network path from the server to
the PC.
2. Log in to the Allworx server admin page, navigate to Maintenance > Backup. Click one of the
following options:
Modify Change the backup settings.

Start Time Specify the time of day to begin the backup using the drop-down lists.
IP Address / Domain Enter the same IP Address as the PC that is running OfficeSafe. In OfficeSafe, the
Name value is available at: Tools > Options > Network.
TCP/IP Port Enter the same TCP/IP Port as the PC that is running OfficeSafe. In OfficeSafe, the
value is available at: Tools > Options > Network.
Frequency Select an available option from the drop-down list.
NOTE: Selecting the Monthly frequency from the drop-down list provides
Allworx Server Administrators with another drop-down to select the date to
perform the monthly Backup.
Mode Select an option from the drop-down list.
• Full - includes all servers in every backup.
• Incremental - Includes only the changes to the server data since the most
recent Full backup to merge with previous backup data. This backup mode is
helpful to speed the duration of each backup by reducing the amount of
transmitted data that to the backup PC during every backup.
Click Update to save the changes or Cancel to disregard the request. Backups begin at the Start Time
on each day based on the Frequency setting.
Backup Now Starts the backup process immediately. See the Allworx OfficeSafe User Guide for detailed set up
information.
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To transfer the settings from one server to another server, see “Import/Export” on page 227 for more
information.
To perform an Allworx server restore using the OfficeSafe application, see “To restore data using the
Allworx OfficeSafe application:” on page 234 for more information.
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Chapter 48 Custom Recordings

Custom Recordings supports easy export/import
of greetings and messages without the use of Prerequisites
FTP. Allworx administrators can select specific
recording categories on the Allworx server to Access Permissions Allworx Server Administrator
export to a .ZIP file automatically for use on other Phone Administrator Role
servers or to archive. Support Technician Role
The Allworx server supports the following Feature Key Required No
recording types:
• Auto Attendant - one custom message and up to 9 greetings per Auto Attendant.
• Call Queue - one custom message and one greeting.
• Message Center - one name recording and up to 9 greeting/announcements for each user.
• Music On Hold - up to 30 recordings.
Allworx administrators can select single or multiple recording files at once to import onto the current
Allworx server by selecting files with a drag-and-drop or browse/select capability. After exporting the
recordings, the Allworx administrator can import to the preferred language.
To export the Custom Recordings:

1. Log in to the Allworx server admin page, and navigate to Maintenance > Custom Recordings.
2. Locate the Custom Recordings - File Export section, and click the additional information
arrow , if necessary. Update the settings:
File Naming Conventions A short cut to the File Naming Conventions described lower on the page.
Select Recordings Check the box to select which recordings to export.
• Auto Attendants
• Call Queues
• User Names and Greetings
• Music on Hold
Select type Select an available option from the drop-down list
• Primary Language custom recordings
• Secondary Language custom recordings.
3. Click Export to export the selected recordings to a ZIP file.
Download Downloads the ZIP file to the PC.

Delete Removes any previous ZIP files. The settings to export redisplay on the page.
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To import the Custom Recordings:
If the system is using the Dual Language Support feature, click Load for the language in which the messages and greetings
Note: are recorded. See “Manage the Language Settings” on page 88 for more information.
Files must be Telephony, raw, mu-law (u-law), mono, 8-bits per sample, 8KHz sample rate. The
following procedure uses the sound editing application Audacity (available at
http://audacity.sourceforge.net); conversion of other formats is similar.
1. Verify the file to import is a .snd file. If the file is not a .snd file:
a. Open an audio file (example: MP3 file) in Audacity. Click Tracks > Stereo Track to
Mono, and then change the Project Rate (Hz) value to 8000.
b. Click File > Export Audio > Save as type. Select Other uncompressed files from the
drop-down list.
c. Enter a file name using the specific file name format and an .snd extension.
Auto Attendant Example: aa#x.snd
• # - Replace with the Auto Attendant number (6x12, Connect 320, and Connect 324
servers support Auto Attendant custom recordings 1 through 9; 6x, Connect 530, and
Connect 536 servers support Auto Attendant custom recordings 1 through 16; 48x and
Connect 731 servers support Auto Attendant custom recordings 1 through 32).
• x - Replace with greeting number (0 through 9 - Use '0' for the Open greeting, '1' closed
greeting) or “c” for Custom Message.
File name: aa20.snd = auto attendant 2/open greeting.
Call Queue Example: cq#x.snd
• # - Replace with a Call Queue number 0 through 9.
• x - Replace with “g” for greeting or “s” for status message.
File name: cq3s.snd = call queue/3/status message.
Music On Hold Example: moh_n_m.snd
• 'n' is a number between 1 and 30. This is a unique number among the Music On Hold
files on the system. If importing a Music On Hold file that duplicates the number ‘n’ of
a file that is already on the system, the system replaces the existing file.
• 'm' is a user defined string that uniquely identifies the file. Valid characters include
('A'-'Z'), ('a'-'z'), ('0'-'9') and underscore.
File name: moh_1_sales.snd = music on hold/1/sales department file.
d. Select Options and update the settings to:
Header RAW (header-less)

Ending U-LAW
e. Click the OK > Save. The Edit Metadata dialog box opens. Leave all fields blank, and click
OK.
2. Log in to the Allworx server admin page, and navigate to Maintenance > Custom Recordings.
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3. Locate the Custom Recordings - File Import section, and click the additional information
arrow , if necessary. To see the file name requirements for the recordings, click File Naming
Conventions.
4. Drag and drop an audio file into the field provided or click Choose File, navigate to the file
location, and click OK.
Upload Identifies the file to install into the Allworx system.

Cancel Disregards the request to upload the file.
6. Locate the Select type to install: and select one of the options from the drop-down list:
Primary Language custom recordings Imports the file as the Primary Language.
Secondary Language custom recordings Imports the file as the Secondary Language.
Install Imports the selected file.

Delete Removes all previously uploaded but uninstalled recordings.
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Chapter 49 Feature Keys

Feature Keys support access to advanced server
features available as a separate purchase from Prerequisites
the base feature set for Allworx servers. Each Access Permissions Allworx Server Administrator
issued feature key is specific to each Allworx Allworx System Administrator
server. Phone Administrator Role
Network Administrator Role
Feature keys activate features only on the
Note: Allworx server for which they are generated. Feature Key No
Therefore, one system cannot use feature Required
keys generated for a different system.
Feature Key Description

Allworx View CDR* Provides dynamic, comprehensive usage reporting on the Allworx phone system. This application uses complete
and accurate data of the Allworx phone system for users to make data-driven decisions with an easy-to-use web
browser-based user interface. Required for each Allworx server in a multi-site network.
Allworx View ACDR* An add-on feature to the Allworx View CDR feature providing customizable dashboards for supervisors and
agents, and displays the information - using any popular web browser. Using configurable alarms, supervisors
and agents can recognize and react to high call volume situations to minimize abandoned calls and frustrated
customers. Requires the ACD and View CDR keys. Required for each Allworx server in a multi-site network.
Automatic Call Directs calls in a queue to agents using a variety of call distribution algorithms without requiring any additional
Distribution software. This key also enables the method described for the Call Queuing key.
• If installing the Automatic Call Distribution feature key, the Call Queuing feature key is not required.
• The Automatic Call Distribution feature is not available for Allworx 6x12 or Connect 300 series servers.
• For details on Call Queuing and Automatic Call Distribution, “Call Queues/ACD” on page 27
Call Queuing Provides the ability to direct inbound calls into Ring All queues. Rings all phones logged into the queue. This
option does not require any additional software.
Conference Center Enables Conference Center feature, and offers password-restricted access for attendees. This option does not
require any additional software.
Dual Language Provides the capability of a second language for all audio and phone screen prompts. Language Packs containing
Support audio prompts in languages other than US English are available for download from the Allworx Partner Portal at
www.allworxportal.com.
Extended Warranty Extend the expiration of the Allworx server hardware warranty.
Generic SIP Create new Generic SIP handsets on the system without requiring any additional software.
Handsets • Generic SIP handsets existing in the system prior to the 7.5 upgrade operate without the purchase of a feature
key package.
• Order Feature key licenses in increments of 1, 5, and 10, and the feature counts are additive.
• Installing multiple keys for the same or different feature count adds licenses to the server.
• Server feature key limits:
Connect servers
License Limit 6x12 6x 48x 320 324 530 536 731
Built-in Licenses 2 6 12 4 4 6 6 12
Purchase Limit 0 54 238 16 16 44 44 168
Total Server Limit 2 60 250 20 20 50 50 180
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Interact Professional Enables users to control a handset with convenient access to call history and contacts from the Allworx directory
and accesses personal directory contacts from the user’s Microsoft® Outlook® application.
• Integrates with CRM applications to perform lookups based on incoming Caller ID.
• Order Feature key licenses in increments of 1, 5, and 10; the feature counts are additive. Installing multiple keys
for any feature count adds licenses to the server. Each user requires an Interact license.
Connect servers
Purchase Limit 12 60 250 20 20 50 50 180
Interact Sync Activates communication between the Interact Professional application and the Microsoft Office applications
running on a PC. One key enables all Interact users. See the Interact Professional User Guide for more
information.
Mobile VM Activates the mobile voicemail capability of Reach without configuring the Reach application on the mobile
(formerly known as device as a handset.
Mobile Link)
Multi-Site Branch • Enables sites to join a network of sites but not as the controller site.
• Sites without a Multi-Site Primary key are limited to DSS/BLF for a maximum of 10 handsets from other sites.
• This option does not require any additional software.
Multi-Site Primary Enables a server to be the Controller in a multi-site network.
• Controls requesting other sites to join a network of sites (up to 99 Allworx servers with up to 1000 users and up
to 1000 system extensions across all sites. The total number of Multi-Site Users and Multi-Site System
Extensions varies with the maximum users licensed on each Allworx server).
• At least one site in the network must have a Multi-Site Primary key. More than one site can have a primary key.
• The Multi-Site Primary feature is not available for Allworx 6x12 servers.
Multi-Site Upgrade • Enables changing the Multi-Site Branch feature key to a Multi-Site Primary feature key.
• When upgrading the Multi-Site Branch feature key to a Multi-Site Primary feature key, the Feature Key list
displays Multi-Site Primary - not Multi-Site Upgrade.
Reach • Enables users to send or receive business phone calls from an iOS or Android device. The server provides a
single instance of the Reach application without purchasing a feature key.
• Enables working from remote locations and continue to send, receive, hold, transfer, and park calls; see the
handset’s call history and business/personal contacts; and listen, reply, forward, or create voicemail.
• Enables managing voicemail options without creating a Reach handset.
• Order Feature key licenses in increments of 1, 5, and 10; the feature counts are additive. Installing multiple keys
for any feature count adds licenses to the server. Each Reach device requires a Reach license.
• Enables configuring users to claim licenses.
Connect servers
Purchase Limit 12 60 250 20 20 50 50 180
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Reach Link Keep Reach calls connected as the mobile device changes networks. See “Reach Link” on page 177 for more
information.
NOTE: In a multi-site network configuration: Reach Link functionality is limited to users and handsets configured
on an Allworx server with the Reach Link feature key installed.
Software Upgrade Enable system software updates. Without this key, only patch updates to the currently loaded release are
License available.
T1 License #1 Activates the T1-A port. T1 License #1 (Allworx 48x and Connect 731 servers only). This option does not require
any additional software.
T1 License #2 Activates the T1-B port. This does not include the license for the first T1. Install T1 license #1, and then install the
T1 License #2 to activate the T1-B port (Allworx 48x server only). This option does not require any additional
software.
User Expansion Expands the maximum number of users on Allworx 6x, 48x servers, and Connect servers.
License • The expansion does not require downloading any additional software.
• The User Expansion feature is not available for Allworx 6x12 servers.
Connect servers
Key 6x 48x 320 324 530 536 731
20 Users X X
48 Users
50Users X X X
60 Users X
100 Users X X
150 Users X X
180 Users X
200 Users X
250 Users X
Virtual Private Enables multiple simultaneous remote access sessions.

Network (VPN) • This key is not required for opening a single-user remote diagnostic VPN.
• The VPN feature is not available for Allworx 6x12 or Allworx Connect servers.
* Required for each Allworx server (both controller and branch servers) in a multi-site network for comprehensive call data reporting to
Allworx View. It is not necessary to install the feature keys on Allworx servers that do not provide call reporting data. The installation of
Allworx View keys enable reporting the call data only from a single Allworx server to Allworx View. Allworx View will only report the call
data from Allworx servers with the Allworx View CDR and Allworx View ACDR feature keys installed.
To install Feature Keys:

1. Log in to the Allworx server admin page, and navigate to Maintenance > Feature Keys.
Install Automatically retrieves new Feature Keys from the Allworx Partner Portal.
Enter New Feature Key Enter the provided Feature Key code in the field provided. Click Submit to retrieve the
new features.
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49.1 Manage Reach Handset Licenses

Users must install the Reach application on the iOS and/or Android devices to provide soft phone
capability. See the Allworx Reach User’s Guide for information on installing the Reach application.
Each Reach handset requires a license for soft phone capability. The Allworx server includes one Reach
license; to add more Reach handsets, install additional Reach feature keys (available in one, five or 10
license increments). To enable larger numbers of Reach handsets, install multiple feature keys of the
same or different license counts. To allocate a Reach license, do one of the following:
• Reserve licenses for specific users by manually configuring the Reach handsets.
• Authorize users to claim licenses on a first come, first served basis using Plug and Play.
To reserve an Reach license for a specific user:

2. (If necessary) Install the Reach feature key. See “Feature Keys” on page 219 .
3. Navigate to Maintenance > Feature Keys, and click Allworx Reach.
4. Click add new. If the link is unavailable, purchase more licenses. Update the following settings:
Allworx Reach Handset

Owner Select an available user from the drop-down list.
Extension Specify the extension for the handset. If selecting an owner other than admin, the system
automatically adds the handset to the In Office call route of the owner.
If selecting an Extension, the system creates an extension with a call route to ring this handset. This
is typically the case of using a conference room or lab phone that does not require an owner.
Caller ID Name Automatically populates from Owner selection. Update as necessary.
Handset Features
Hold Music Selection Select an option from the drop-down list. See “Music On Hold” on page 95 for more information.
Can Place Calls Check the box to enable.
Can Receive Calls Check the box to enable.
5. Click the Add button to save the changes or Cancel to disregard the request.
6. Click one of the links in the table below to email the setup information to the user.
setup link for all users Opens a new page with information to connect the device running Reach to the server. This link
does not contain user-specific information such as username or password.
setup link for <user> Opens a new page with user-specific information to connect the device running Reach to the
server.
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To authorize users to claim licenses:

It is possible to over-allocate the number of installed licenses when authorizing users to claim licenses.
• If users have claimed all licenses, the server blocks attempts to install Reach handsets.
• If the Allworx administrator creates a Reach handset and assigns an owner before using all the
licenses, the owner keeps the installed license and can register the Reach handset.
See “User Template Settings” on page 136 to adjust the number of Reach activations a user may claim.
To manage Reach licenses:

2. (If necessary) Install the Reach feature key. See “Feature Keys” on page 219 for more information.
3. Navigate to Maintenance > Feature Keys, and click Allworx Reach. The Reach page displays.
setup link for Opens a new page with information to connect the device running Reach to the server. This link does not
all users contain user-specific information such as username or password.
setup link Opens a new page with information specific to the user to connect the device running Reach to the server.
View Display handset information about a specific user.
Manage Enable or disable the Allworx Reach license, the Reach Link for handset, or both by checking or unchecking
the box, respectively.
Delete Remove the Reach handset from the system and the associated Call Appearances. Click Delete to confirm.
5. Create an email to the Reach user and attach the setup link and the Allworx Reach User’s Guide.
It is available on the Allworx Partner Portal (www.allworxportal.com) and on the Allworx Reach
Installation web page (get.allworx.com/reach). Send the email to the user.
49.2 Manage Generic SIP Handset Licenses

To manage the Generic SIP Handset licenses:
2. (If necessary) Install the Generic SIP Handset feature key. See “Feature Keys” on page 219 for
more information.
3. Navigate to Maintenance > Feature Keys > Generic SIP Handset >
Create The Add Generic SIP Handset page displays. See “To add a handset:” on page 63 for more information.
Delete Removes the user from the handset. Click Delete to save the change or Cancel to disregard the request.
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49.3 Manage the Interact Professional Licenses

The Interact application enables users to control a handset with convenient access to call history and
contacts from the Allworx directory. The Interact application also accesses personal directory contacts
from a user’s Microsoft® Outlook® application.
• Interact - a free edition of the application is available to all Allworx users and enables users to
Answer, Ignore, End, or place calls on Hold.
• Interact Professional - a licensed edition of the application that offers all of the Interact edition
features as well as Transfer, Park, Conference, and settings features.
Both Interact editions provide a user-centric view of the Allworx business directory. Therefore, a user
places a call to another directory contact with multiple handsets without selecting an individual
handset. The application works with any Allworx handset and does not disconnect the call. In either
edition, the Interact application does not provide voicemail support such as voicemail indicators or the
ability to retrieve a voicemail message.
The Allworx administrator manages which users have access to the licensed features of the Interact
Professional application. Users that see the Interact free screen pop-up feature and would like to
upgrade to Interact Professional should contact the Allworx administrator to reserve a license or make
the user eligible to obtain a license from the server. If the Allworx administrator installs the Interact
Professional Feature Key on the server, all users can use the free features of the Interact application.
Users that upgrade from the Interact edition to the Interact Professional edition see the licensing
changes take effect on the next logout/login in the application.
Each Interact application requires a license for soft phone capability. The Allworx server includes one
Interact Professional license. To add more Interact Professional licenses requires purchasing and
installing of additional Interact feature keys. The Interact feature keys are available in increments one,
five, or 10 licenses. To enable larger numbers of Interact licenses, install multiple feature keys of the
same or different license counts.
To reserve an Interact Professional license:

2. (If necessary) Install the Interact Professional feature key. See “Feature Keys” on page 219 for
more information.
3. Navigate to Maintenance > Feature Keys, and click Allworx Interact Professional. The
Interact Professional page displays.
4. Click create to assign an owner a license select a user from the drop-down list. Enter a
description, if necessary.
5. Click the Add button to reserve a license or Cancel to disregard the request.
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To manage Interact Professional licenses:

1. Log in to the Allworx server admin page, navigate to Maintenance > Feature Keys, and click
Allworx Interact Professional. The Interact Professional page displays.
setup link for Opens a new page with information to connect Interact to the server. This link does not contain user-specific
all users information such as username or password.
Modify Enables changing the license assignment. Update the settings and click Modify to save the changes or
Delete Removes the Interact communication from the server. Click Delete to confirm.
Disable / Prevents or permits any further communication with the Allworx Server. The link toggles between Disable
Enable and Enable.
To enable users to claim a license:

1. Install the Interact Professional feature key. See “Feature Keys” on page 219. for more
information.
2. See To modify or delete existing users: and refer to “Feature Eligibility” on page 137 for more
information.
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Chapter 50 Import/Export
Import/Export eases the task of upgrading a site
from one Allworx server model to another model. Prerequisites
Import/Export is not a substitute for using
Allworx OfficeSafe to backup the server. Access Permissions Allworx Server Administrator
Phone Administrator Role
Important Notes Network Administrator Role
• When importing the settings, the port Support Technician Role
numbers assigned to native CO lines and
analog handsets settings are available.
• When importing an Allworx Px 6/2 Port
Expander, the Import includes all configured CO lines and analog handsets from the export. Do
not modify the port assignments. If the Allworx server does not support CO lines, the Analog CO
lines display in the Import file as a conflict.
• DID blocks, routes plans, and digital lines do not display on the Import Configuration screen.
The system imports these settings, if included on the export.
• The export does not include: Digital line fields, PPP Username, PPP Password, and PPP MTU.
• If the current system is not “clean” and has conflicts with the imported configuration settings,
then the system resolves conflicts for the import settings:
• The system appends digits to user login names and incremented, starting at 01, as
needed (e.g. jAdams will become jAdams01).
• Extensions change to the lowest available extension.
• The Allworx server does not import phones with conflicting MAC addresses and removes all
references (e.g. call routing and BLF PFK assignments).
• The Allworx server does not import analog phones with unavailable port and removes all
references (e.g. call routing and BLF PFK assignments).
• The Allworx server does not save SIP handsets and SIP gateway station numbers during an
import. If changing station numbers for generic SIP phones or SIP gateways, setup the new
station number on each device.
• On multi-site configurations, the Export does not include references to extensions, users or
outside lines at remote sites.
• Imported extensions/users are limited to the total number available in the imported server. The
order in the export file determines the available extensions/users. If exceeding the imported
server extensions/user limit, the server disables and does not import the remaining extensions/
users.
• Do not modify the XML export file.
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To manage the Import / Export:

An export includes all configurable parameters for:
Phone System Settings Outside Lines Network Settings

• Users • CO Lines • Configurations
• User Templates • Digital Lines • Digital Line Configurations
• System Extensions • SIP Gateways • SSL Certificates
• Handsets • SIP Proxies
• Handset Preference Groups • DID Blocks and Routing
• Schedules
• Allworx Port Expander (including all attached analog phones
and CO lines)
VoIP Server Settings SIP Proxy Settings Dial Plan Settings

• All • All • Internal Dial Plan
• External Dial Plan
• Automatic route selection for
external dial plan
• Dialing Privileges Groups
• Non-default Service Groups
To manage importing or exporting the configuration settings:

1. Log in to the Allworx server admin page and navigate to Maintenance > Import / Export.
Export Configuration 1. Check the box for the available configurations to export. To select all the available options,
click the checkbox next to Configuration Type.
2. Click Export.
Note: For Connect Servers only: Selecting the SSL Keys and Certificates requires entering a Key
Encryption password in the field provided.
After exporting the configuration, the following options are available:
View Displays the XML file in a separate browser window.

To save the XML file:
1. Right-click and select Save Link As... .
2. Browse to the correct file location and enter a description in the File
name: field.
3. Click Save to keep the file or Cancel to disregard the request.
4. Verify the server receiving the imported configuration settings has
none of the above configurations added prior to import. Update the
internal dial plan and extension length to match the configuration
being imported before the doing import.
Delete Removes the configuration file from the server.
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Import Configuration
Choose File Select the configuration file to import onto the server. Use the browser to navigate to the file
location and select the file. Click Open to import the file or Cancel to disregard the request.
Load Prepares the selected configuration file to import. Then select Process to finish the import
configuration process or Cancel to stop the import configuration process.
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Chapter 51 Registration
Registration is comprised of two separate
processes - Registration and Activation - of the Prerequisites
Allworx server.
Alternate Access Permissions Allworx Server Administrator
Registration Phone Administrator Role
Register the Connect server within the Allworx Network Administrator Role
System Software. Upon completing the online Support Technician Role
registration, the Registration feature: Feature Key Required No
• generates the Site ID.

• generates the Connect server Activation Code.
• keeps a service history of each Connect server.
After registering the Connect server, the following functionality is available:
• configuring the server,.

• performing software upgrades.
• testing the Allworx system. NOTE: the Allworx system disconnects all phone calls after a few
seconds.
Activation
Activate the Connect server software within the Allworx System Software using the
registration-generated Activation Code.
After activating the Connect server, the following functionality is available:
• viewing the registration information.

• placing and receiving phone calls.
• starting the warranty period of any warranties and software upgrade keys.
• tracking the server history of Allworx sites by the Allworx Support team.
To register the Connect server:
This procedure requires Allworx Partner Portal permissions.

Note:
1. Log in to the Allworx server admin page and navigate to Maintenance > Registration.
2. Click Register. A new web page for the Allworx Partner Portal opens.
3. Log in to the Allworx Partner Portal with the Allworx assigned username and password.
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4. Click Server Management located in the left panel.
5. Click Add/Register Server. The Add/Register page opens with the server serial number entered
in the field.
6. Click Submit.The registration form displays.
7. Fill in the registration form fields. The System Name, Street Address 2, and Additional Info fields
are optional.
Providing the System Name and Additional Info fields enables:
System Name Displays in the Server Management dashboard on the portal. Use this description as a nickname for
the account, location, or machine.
Additional info Any notes to view later in the Server Management dashboard on the portal.
8. Click Register. An automatically generated email confirmation that includes the Activation
Code goes to the email address of record to the Portal user account.
9. Write down the displayed Activation Code, if using manual activation.
To activate the Connect server:

1. Connect the server following the specific server installation instructions.
See www.allworxportal.com for the correct installation guide.
2. Log in to the Allworx server web admin page with the Allworx assigned username and
password. The Maintenance > Registration page displays.
3. Select one of the following options:
Activate Automatically retrieves the Activation Code from the portal via the Internet.
Enter Activation Code Manually activates the Connect server. Enter the Activation Code from “To register the Connect
server:” on page 231, step 9 in the field provided and click Submit.
The page displays “Server is Activated” and is ready to use.
To see updated server information, click Refresh.
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Chapter 52 Restart / Shutdown

Restart / Shutdown reboots the Allworx server
and phones for settings to take effect or powers Prerequisites
off the Allworx server from the web admin page
and ends all active calls. Access Permissions Allworx Server Administrator
Phone Administrator Role
52.1 Restart the Allworx Support Technician Role
Server and/or Feature Key Required No
Allworx Phones
To manage the Allworx server restart:
1. Log in to the Allworx server admin page and navigate to Maintenance > Restart.
Restart
Restart or Shutdown Check the box to view the Allworx server restart options:
the Allworx Server
Normal restart Reboots the server with the current settings.
Restart with factory Reboots the server and returns the server settings to the original factory
defaults restored default settings.
Enter Migration Reboots the server for use with the Allworx Migrate tool.
Mode after restart
Enter Safe Mode Format the disk or restoring an OfficeSafe backup. To perform a Restore
after restart with the Allworx OfficeSafe application, see “To restore data using the
Allworx OfficeSafe application:” on page 234.
Shutdown and Shutdown and power off the Allworx server from the web admin page.
Power Off • Shutdown Now - Immediately shutdown and power off the Allworx
server.
• Shutdown Later - Schedule a time in the future to shutdown and power
off the Allworx server. (the Allworx administrator can cancel the
scheduled shutdown). If the Allworx administrator restarts the server
before a scheduled shutdown, the Allworx system cancels the pending
Restart Allworx Phones Check the box to initiate a reboot of the Allworx phones connected to server.
Check the Automatically accept phone software update to force the phones to automatically
confirm updates without intervention.
Restart Now Begins the restart process immediately.
Restart Later... Schedule a time to reboot the server. Enter a start date and time in the provided fields. Click
Schedule Restart to save the change or Cancel to disregard the request. If the Allworx administrator
restarts the server before a scheduled shutdown, the Allworx system cancels the pending
shutdown.
Logged in Administrators
Displays the users currently logged in with administrative permissions.
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52.2 Perform a Restore using Allworx OfficeSafe

See the Allworx OfficeSafe User Guide for detailed restore information. Alternatively, use the Allworx
Migrate Tool to transfer the settings from one Allworx server to another Allworx server. See the Allworx
Migration Tool Administrator’s Guide for more details.
To restore data using the Allworx OfficeSafe application:

1. View customers: perform a backup of the View database prior to performing the restore (see
the Allworx View Users Guide for more information).
2. Unplug all the network cables going to the server and only plug in the backup PC.
3. Log in to the Allworx server admin page, navigate to Maintenance > Restart. Restart the
Allworx server into Safe Mode by using one of the following options:
Web administration Page 1. Log in to the Allworx server admin page and navigate to Maintenance > Restart.
2. Check the box for Restart Allworx Server.
3. Select Enter Safe Mode after restart.
4. Click Restart Now. A warning banner displays. Click OK. The Allworx server powers
down and then powers back up in Safe Mode. Once the system powers up into Safe
Mode, access the Safe Mode web page.
Front Panel of the Allworx Server The method used to force entry into Safe Mode via the Allworx server front panel varies
by product model. Consult the specific product model Allworx server Installation guide
for more details.
4. Start the OfficeSafe application on the OfficeSafe PC.
5. Connect the OfficeSafe PC to the Allworx server.
Connect servers Plug into the ETH0 port.

6x12 server Plug into the LAN port.
6x server
48X server
6. Navigate to the web server admin page > Safe Mode screen > Restore and enter the IP address
of the OfficeSafe PC.
7. Verify the PC has an IP address on the 192.168.2.x network. It may be necessary to release and
renew the IP address on the PC to get an address from the server.
a. Click Start and type cmd in the Search field. A command window opens.
b. Type the following to clear the PC current IP settings:
ipconfig /release
c. Press enter to clear the PC current IP settings.
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d. Type the following to obtain a new IP Address:
ipconfig /renew
e. Press enter.
8. Click Restore from OfficeSafe.
9. Click Accept on the Confirm Restore Request dialog box to begin the restore. Depending on the
size of the backup data (and the performance of the network and OfficeSafe PC), it may take
several minutes or over an hour to restore the backup, if there are several gigabytes of data to
recover. A “Restore was successful” message displays in the Status pane on the Safe Mode page
when the operation completes.
10. Click Reboot in Normal Mode and select Reboot.
Do NOT select Reboot the Allworx server in Normal Mode with Factory Defaults restored. This loses the restored
Caution: settings during the reboot. If this happens, start the entire restore operation over again.
After the Allworx server restarts:
• reconnect the network cables,

• log in to the Allworx server, and
• verify that the data restored successfully.
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Chapter 53 Time
Time enables adjusting the time and date on the
Allworx server automatically or manually. Prerequisites
To set the time: Access Permissions Allworx Server Administrator

1. Log in to the Allworx server admin page, Phone Administrator Role
and navigate to Maintenance > Time. Network Administrator Role
2. Click modify in the Action column. The
Time page displays.
Use NTP To set time automatically

Preferred setting, if the Allworx server has Internet access. Check the box to enable.
NTP Server Specify an SNTP-server IP address or a domain name.
Poll Period Specify the number of minutes between polls.
Set Time Manually Specify the time in hours, minutes, seconds, and then the date.
Time Zone Select the correct time zone from the drop-down list. Check the Automatically adjust clock for
Daylight Saving Time box to enable the system to update the time automatically.
Set Time Saves the current changes.
Get Time Updates the clock to the current time when using an SNTP server.
Cancel Disregards the changes.
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Chapter 54 Tools
Tools is a set of various features to supports
troubleshooting server communication Prerequisites
problems.
54.1 Network Diagnostics Phone Administrator Role

1. Log in to the Allworx server admin page, Support Technician Role
and navigate to Maintenance > Tools. Feature Key Required No
2. Locate the Network Diagnostics section,

and click the additional information arrow , if necessary.
Enter an IP Address or Type in site IP Address or Domain Name.

Domain Name
Select a Function: Click an option:
• Ping
• DNS Get Address From Name
• DNS Get Name From Address
• MX Record Lookup
• Trace Route
• Bandwidth Test
• Discover DHCP Servers
• What is my External IP?
The results display in the space below.
54.2 Syslog - System Events

1. Log in to the Allworx server admin page, and navigate to Maintenance > Tools.
2. Locate the Syslog - System Events section, and click the additional information arrow , if
necessary.
Start Enter an IP Address and Port in the field provided to transmit the system events to a specified
Syslog server.
setup Send automatic notification of selected system events. See 193 for more information.
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54.3 Allworx Technical Support Server

Connect to the Allworx support server to enable Allworx Technical Support to access the Web Admin
page.
2. Locate the Allworx Technical Support Server section, and click the additional information
arrow , if necessary.
3. Enter the Support Server IP Address information in the field provided.
4. Click Connect to begin.
54.4 Advanced Troubleshooting

2. Locate the Advanced Troubleshooting section, and click the additional information arrow ,
if necessary.
3. Locate the appropriate section and click the additional information arrow , if necessary:
Setting Description
Advanced Diagnostic Logging
Only enable at the direction of Allworx Customer Support to assist support engineers in troubleshooting a problem.
Allworx server performance degrades when enabled.
Call Control Check the box to enable.
Backplane
Messages
SIP Messages Check the box to enable.
Advanced Update the fields with the required information:
• Module Name
• Level Mask
Capture Enter a value in minutes (1 to 60) for the diagnostic messages.
Stop Ends the advanced diagnostic logging.
View Display the advanced diagnostic log in a separate browser window.
Delete Removes the advanced diagnostic log from the server.
Four Wire Return Less Measurements
A noise measurement defined for the LAN and associated components.
Capture While capture four wire return loss values, verify the analog CO lines are not active. Incoming or
outgoing calls while the test is running causes the test to capture incorrect data. Click to start the
test.
Refresh Resets the current page to check the Packet Capture Tool status when writing packets to the file.
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Setting Description
View Display the information log in a separate browser window.
Delete Removes the log from the server.
Network Address Translation (NAT) information
A method of modifying network address information in Internet Protocol (IP) datagram packet headers while it is in transit
across a traffic routing device.
Capture Starts gathering the NAT information for the log.
View Display the NAT information log in a separate browser window.
Delete Removes the NAT log from the server.
Network Device Monitoring
Watching a computer network for slow or failing components.
Only enable at the direction of Allworx Customer Support to assist support engineers in troubleshooting a problem. Allworx
server performance degrades when enabled.
Check All Selects all displayed devices for network device monitoring.
Uncheck All De-selects all displayed devices for network device monitoring.
<device> Check the box selects specific devices for network device monitoring.
Capture Enter a value in hours (0 to 99) for the network diagnostic monitoring. The value 0 hours indicates
the network device monitoring is running continuously.
Open View the network device monitoring log.
Stop Ends the network device monitoring.
Delete Removes the Network Device Monitoring log from the server.
Packet Capture Tool
Intercept and log traffic passing over a digital network.
Network Interfaces Check the box to enable.
• LAN Port Interfaces
• LAN/untagged | Local Phones
• WAN Port Interfaces
• WAN/untagged | Local Phones
• IP Addresses
• Source IP Address - enter the address in the field provided.
• Destination IP Address - enter the address in the field provided
Uncheck All De-selects all displayed devices for network device monitoring.
<device> Check the box selects specific devices for network device monitoring.
Capture Enter a value in minutes (0 to 60) for the network diagnostic monitoring. The value 0 minutes
indicates the packet capture tool is running continuously.
Stop Ends the packet capture tool.
Open View the packet captures.
Refresh Resets the current page to check the Packet Capture Tool status when writing packets to the file.
Delete Removes the packet capture file from the server.
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Setting Description
Performance Monitoring
The Allworx server collects system performance data in the background, which may assist Allworx support engineers in
troubleshooting a problem. Save the file to disk before making it available to download, in RRD format, which requires
specialized tools to view. The performance monitoring data gathered before an Allworx server reboot persists after the Allworx
server reboot.
Write Saves the system performance file to disk.
Open View the RRD system performance file.
Delete Removes the RRD system performance file from the server.
Telnet
Using one computer to log onto another computer that is part of the same network. Only Allworx 6x, 6x12, and 48x servers
support Telnet.
Enable Telnet Click to Enable the Telnet. Enter a port that is not in use by another service on this server.
Disable Telnet Click to Disable the Telnet. Click Refresh to redisplay the page with Telenet disabled.
SSH
Using one computer to securely log onto another computer that is part of the same network.
NOTE: The Allworx System Software 8.0 and higher application does support a full pseudo-tty terminal. To avoid warnings in
the SSH client, disable the pseudo-tty on the SSH client. When enabled, users see a warning message, but SSH is still operable.
Only Allworx Connect servers support Telnet.
Enable SSH Click to Enable the SSH. Enter a port that is not in use by another service on this server.
Disable SSH Click to Disable the SSH. Click Refresh to redisplay the page with SSH disabled.
Replace Phone Software
Replace ONLY at the direction of Allworx Customer Support. The Phone Model selected must match the chosen file.
Replacing software for an incorrect phone model may result in phones that no longer function!
Select the Phone Model Click the drop-down arrow and select an available option.
Software to replace:
Choose file Opens a browser window. Navigate to the software file and click Open.
Replace Changes the current phone software file.
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Chapter 55 Update
Update supports upgrading the software
version. The page displays the current software Prerequisites
version number, build date, and indicates if there
is a current software upgrade license feature key Access Permissions Allworx Server Administrator
available on the Allworx server. Phone Administrator Role
Before doing an upgrade, be aware that: Support Technician Role
• Downgrading from one release to an
Feature Key Required Yes
earlier release results in undesirable
behavior and is not supported.
• Allworx highly recommends running an OfficeSafe backup prior to the upgrade (see “Backup” on
page 213.).
• View customers: Allworx highly recommends performing a backup of the View database prior to
the upgrade (see the Allworx View Users Guide for more information).
• The upgrade requires a server restart. Since this causes disconnections and disruption of data,
verify the system is idle (no phone or data users) when the upgrade is done.
• After installing, close all browser windows and open a new browser window before proceeding.
If there is a browser session open during the upgrade, the Allworx server admin page may not
display properly.
• See “Verge IP Phone Series Software Compatibility” on page 8 for supported web browsers.
Upgrading from prior releases of the Allworx System Software to Release 8.2 requires installing a Software Upgrade
Note: Feature Key or that the server is in its initial software warranty period.
Do not skip software releases to install Allworx System Software Release 8.2.For example, if upgrading from Release
Note: 7.5 to 8.0, install 7.6, 7.7, 8.0, and finally Release 8.2.
To update the server:

1. Log in to the Allworx server admin page, and navigate to Maintenance > Update.
2. Click an update option.
Download update from The server determines if new software releases are available. If an upgrade is available, the option
web to install them is available. Select the software version, and then click Download Update.
Upload update 1. Navigate to the Allworx Partner Portal (www.allworxportal.com) and download the update file.
from PC 2. Unzip the downloaded file.
3. Click Choose file > Browse to navigate to the location of the Allworx System Software file.
4. Select the file, and click Open. The Update page displays.
5. Click the Load button. The page displays the current version of software and the software
version of the file that was loaded on the system. A warning message displays for any
inconsistencies such as:
• update version is the same or lower than the current version.
• update is for a different Allworx server model.
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3. Select an option to activate the system software update.
The first server restart after an upgrade can be slower due to upgrade processing.
Note:
After installing, close all browser windows and open a new browser window before proceeding. If there is a browser
Note: session open during the upgrade, the Admin page may not display properly.
Activate Update Update begins immediately.

Now 1. Click Activate Update Now.
2. (optional) Check the Automatic Update box to update Allworx Phone firmware automatically.
3. Click Start Update.
Activate Update Later Schedule the update to begin at another time - up to one week later.
1. Click Activate Update Later.
2. (optional) Check the Automatic Update box to update Allworx Phone firmware automatically.
3. Select the date and time to begin the update, and then click Submit Schedule. The Update
page displays with the scheduled date and time for the system software update.
Cancel Ends the update and returns to the main update screen.
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Appendix A Abbreviations
Abbreviation Definition
BLF Busy Lamp Field
CDR Call Detail Record
CO Central Office
DHCP Dynamic Host Configuration Protocol
DID Direct Inward Dialing
DND Do Not Disturb
DNS Domain Name System
DOD Direct Outward Dialing
DTMF Dual Tone Multi-Frequency
FTP File Transfer Protocol
FXO Foreign Exchange Office
FSX Foreign Exchange Subscriber
HTTP Hypertext Transfer Protocol
HTTPS Hypertext Transfer Protocol Secure
IP Internet Protocol
ITSP Internet Telephony Service Provider
LAN Local Area Network
NAT Network Address Translation
PBX Private Branch Exchange
PFK Programmable Function Key
PoE Power Over Ethernet
POP Post Office Protocol
PPTP Point-to-Point Tunneling Protocol
RTP Real-time Transport Protocol
SIP Session Initiation Protocol
SMTP Simple Mail Transfer Protocol
SNTP Simple Network Time Protocol
TCP Transmission Control Protocol
UDP User Datagram Protocol
URI Uniform Resource Identifier
VLAN Virtual Local Area Network
VoIP Voice over Internet Protocol
WAN Wide Area Network
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Section 10 - Appendix C - Abbreviations
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Appendix B Contacts
The Allworx System supports four types of contacts on the Verge IP phone series:
• User and System contacts – contacts with an internal Allworx extension assigned. Managed by
the Allworx Server Administrator.
• Public Contacts – system-wide contacts managed by the Allworx Server Administrator.
• Personal Contacts – contacts managed by the Allworx user that are either:
• synchronized from a Reach device originating application (device app such as Contacts or
People)
• synchronized from an account such as Gmail email account or an Outlook email account.
• created from the Verge IP phone, the Interact application, or a Reach device contact
application.
• imported from a .CSV file or vCard within the Interact application.
The Allworx system shares the User, System, and Public Contact types with all of the Allworx user’s
connected Allworx phones, Reach devices, and the Interact application. Within the Reach and Interact
Professional applications, Allworx users control sharing and synchronizing the Personal Contacts to the
devices assigned to the Allworx user. See the Reach for iOS, Reach for Android, or the Interact and
Interact Professional User Guide for more information about sharing Personal Contacts.
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Allworx users can manage and update Personal Contacts by using the originating device or
application. The Verge IP phone Personal Contact Details screen identifies the originating application
in the Account line. Only the Allworx user can add, edit, or delete each Personal Contact. Allworx
Server Administrators can delete all of a user’s personal contacts from the Connect server
permanently, see “Delete User Messages Recordings, or Contacts” on page 134 for more information.
Allworx Server Administrators cannot limit the individual user’s number of Personal Contacts stored on
a Connect server.
Example:
Jane Smith needs to update her Personal Contact, Tom Wright. Since Jane uses the Verge IP phone,
Reach for iOS, and the Interact application, she needs to determine how she added Tom to her
Personal Contacts. Jane opens the Contact Details for Tom Wright and scrolls to look at the Account
line and learn how she added Tom to her Personal Contacts. If the Account line reads:
• Allworx Personal: Jane added Tom Wright using her Verge IP phone. To update the contact
information about Tom, Jane must use her Verge IP phone.
Additional <Allworx> types displayed, but Allworx users cannot edit except for Favorite status
includes:
• SystemUsers • PublicContact • Voicemail

• SystemExts • SpeedDials • DoorRelays
• EmailAliases • AutoAttendants • ConferenceCenters
• <email address>: Jane used her email account (such as Gmail or Outlook) to synchronize her
contacts with her Verge IP phone. To update the contact information about Tom, Jane must do
so in her email application.
• <Reach device>: Jane used an iOS app (such as Contacts) to manage her contacts to her Verge
IP phone. To update the contact information about Tom, Jane must do so in the iOS app.
Verge IP phone Contact buttons:

The Verge IP phone series has both a Contacts ( ) function button and a Contact programmable
button. The Contacts programmable button (if available), is configurable by either the Allworx Server
Administrator or the Verge IP phone user (with available permissions)
• Contact function button - opens the Contacts screen.

• Contact programmable button - immediately dials or transfers a call to the extension or
contact phone number. There may be one or multiple Contact programmable buttons
configured on the Verge IP phone.
Each button type displays the following information:
• contact availability (User Contacts only).

• image and Allworx directory badge (if either are available).
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• presence setting (if other than In Office, User Contacts only).

• contact name/number.
• favorite status.
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www.allworx.com
Version: 8.2 Revised: 12/21/2016

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Allworx® System Administrator Guide

The following trademarks are owned by Allworx:

Allworx® Verge™ IP phone series Allworx® View™

Allworx® Reach™ Allworx® Connect™ servers

Page ii 1 866 ALLWORX * 1 585 421 3850

2 - Allworx Server Set Up ............................................................................................... 5

3 - Phone System ..........................................................................................................13

Chapter 3 - Audit PIN Code ....................................................................................15

Chapter 4 - Auto Attendants ..................................................................................17

Chapter 5 - Business Information ...........................................................................23

Chapter 6 - Call Park ................................................................................................25

Chapter 7 - Call Queues/ACD ..................................................................................27

7.7 - Route a Call using Auto Attendant to a Call Queue ..........................................................................32

Chapter 8 - Conference Center ...............................................................................35

Chapter 9 - Dial Plan ................................................................................................37

Chapter 10 - Emergency Alerts and Caller ID ........................................................51

Chapter 11 - Extensions ...........................................................................................55

Chapter 12 - Handsets .............................................................................................61

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12.1 - Manage Analog Handsets ......................................................................................................................... 61

Chapter 13 - Languages ...........................................................................................87

Chapter 14 - Message Aliases .................................................................................91

Chapter 15 - Music On Hold ...................................................................................95

Chapter 16 - Outside Lines ......................................................................................97

16.7 - Allworx Port Expanders ............................................................................................................................ 108

Chapter 17 - Paging ...............................................................................................109

Chapter 18 - Public Contacts ................................................................................111

Chapter 19 - Ring Groups ......................................................................................113

Chapter 20 - Roles ..................................................................................................115

Chapter 21 - Schedules ..........................................................................................123

Chapter 22 - Shared Call Appearance ..................................................................127

Chapter 23 - Users ..................................................................................................131

Chapter 24 - Configuration ...................................................................................143

Chapter 25 - Digital Lines ......................................................................................147

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25.1 - Restrictions ....................................................................................................................................................149

Chapter 26 - Multi-Site ..........................................................................................153

Chapter 27 - Px Expanders and Remote Phones ................................................157

Chapter 28 - Static Routes ....................................................................................163

Chapter 29 - Virtual Private Network (VPN) .......................................................165

Chapter 30 - DHCP .................................................................................................169

Chapter 31 - DNS ...................................................................................................171

Chapter 32 - Email ..................................................................................................173

Chapter 33 - Reach Link .........................................................................................177

Chapter 34 - SNMP Server ....................................................................................179

Chapter 35 - VoIP Server .......................................................................................181

Chapter 36 - Web Server .......................................................................................183

Chapter 37 - About ................................................................................................189

Chapter 38 - Allworx View ....................................................................................191

Chapter 39 - Auto Notification .............................................................................193

Chapter 40 - Call Details ........................................................................................195

Chapter 41 - Configuration ...................................................................................197

Chapter 42 - Digital Lines ......................................................................................199

Chapter 43 - Live Calls ...........................................................................................201

Chapter 44 - Phones ...............................................................................................203

Chapter 45 - Resource Summary ..........................................................................205

Chapter 46 - System Events ..................................................................................207

Chapter 47 - Users ..................................................................................................209

Chapter 47 - Backup ..............................................................................................213