Small Business Unified Communications System
Cisco UC320W Administration Guide

Table of Contents

Click any Help topic to view more information.


Getting Started

  • System Overview and Requirements
  • Getting Started - Watch Tutorial
  • Getting Started - Goal: Choose your network topology
  • Getting Started - Goal: Upgrade firmware (Cloud Services)
  • Getting Started - Goal: Connect all devices

    • Site

  • Welcome (configuration overview)
  • Region
  • System Access (administrator login and access)
  • Automatic Maintenance

    • Telephony

  • Devices (MAC addresses and status of gateways, phones, and side cars)
  • PBX/Key System
  • Day/Night Features (enabling Auto Attendant, setting schedule for AA and call routing)
  • Internal Dialing (extension length, system extensions, and digit usage)
  • Dialing Restriction (classes of restriction for dialing privileges)
  • Music (music source for call hold and call park)

    • Ports and Trunks

  • Ports and Trunks Configuration
  • Line (FXO) Ports (for analog phone lines)
  • Adjust FXO Gain
  • FXO Impedance Matching
  • FXS Ports (for analog devices)
  • SIP/BRI Trunks (for VoIP services)
  • Outbound Trunks

    • Users/Phones

  • Users/Phones Configuration
  • Users (names and extensions)
  • Hot Phones
  • Assign Phones (users' phone assignments)

    • Extension Buttons

  • Extension Buttons
  • Shared FXO Lines (analog phone lines reserved for users or groups)
  • Shared Extensions (extensions shared by multiple users)
  • Additional Extensions (extra personal extensions)

    • Call Routing

  • Call Routing Configuration
  • Call Paging (external paging and paging groups)
  • Hunt Groups (simultaneous or sequential call routing for groups)
  • Auto Attendant (AA menu options and prompts)
  • Using the AA Prompts Recorder
  • Inbound Calls (inbound call routing)

    • User/Group Features

  • User/Group Features Configuration
  • Call Forwarding (users' call forward settings)
  • Dialing Privileges (dialing permissions based on classes of restriction)
  • Voicemail
  • Phone Buttons (buttons on phones and side cars)
  • Phone Button Labels
  • Directory (phone directories for extensions and external numbers)

    • Network

  • Network
  • Topology
  • WAN (Internet connection)
  • LAN (data and voice network settings)
  • Wireless (wireless security settings)
  • Port Forwarding (access to services hosted on your network)

    • Apply Changes

  • Site Summary
  • Apply Configuration

    • Status Module

  • Quick View
  • Devices
  • Networks
  • DHCP Clients
  • Voicemail
  • External Trunks
  • CDRs
  • Support Tools
  • CDP Neighbors
  • Wireless Clients

    • How Do I ... ?

  • How Do I?


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    System Overview and Requirements

    The Cisco UC320W Configuration Utility helps you to configure your Unified Communications System quickly and easily.

    The dynamic user interface has two modes to help you to install, configure, and manage your Unified Communications System.

    System Requirements

    Optional Equipment and Services

    Note: For best results, install the latest firmware for any network devices, such as routers and Ethernet switches, before proceeding.

    Startup Process

    After you log on to the configuration utility, one of the following processes occurs.

    Getting Started with the Cisco UC320W

    The Getting Started menu provides access to essential tasks. Especially if you are a new user of this tool, it is strongly recommended that you click each link and perform each task in the specified order. A new window will display more information about the selected task. Experienced users may choose to skip tasks. Click the Begin configuration button to proceed into the Configuration module.

    Note: The Begin configuration button is available after you either complete or skip the tasks in the menu.


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    Goal: Watch the introductory video

    You can launch the tutorial from the Getting Started menu or the Help menu near the top right corner of the window. If you are using the configuration utility for the first time, you may find it helpful to watch this short video to become familiar with the features. After viewing the video, close the pop-up window.


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    Goal: Choose your network topology

    Choose your network topology. For help, click the Help Me Choose button or position your mouse pointer over the pointer icons on the screen. Choose your topology, enter any required settings, and then click Apply Now. The Cisco UC320W may reboot as the settings are applied. Depending on the topology changes, you may need to align your PC with new network addressing. You also may need to reconnect to the configuration utility by entering a new LAN IP address into the web browser.

    Caution: This task is especially important if you are installing the Cisco UC320W in a network where another device acts as the DHCP server. IP address conflicts will result if two DHCP servers exist on the same network. If you have another DHCP server, be sure to complete this task before you connect any LAN devices.


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    Goal: Upgrade firmware

    This step is important to configure your Internet connection to enable access to the web. If the Cisco UC320W is able to make an Internet connection through DCHP, the latest available firmware will be offered. If not, it will be offered after you configure the WAN connection. Although you can skip this step, it is recommended that you enable your Internet connection and upgrade to the latest firmware immediately.

    When an Internet connection is available, the Cisco UC320W Configuration Utility accesses the following types of Cloud Features:

    WAN Settings

    WAN Type :(available if a DHCP connection cannot be made automatically) Choose the type of Internet connection that is required by your service provider. Then enter the information for the selected WAN type. (A DHCP connection is made automatically.) Refer to the information provided by your service provider for your Internet service account. For information about the fields on the screen, you can position your mouse pointer over a field to view a tooltip.

    If you want to upgrade the firmware by using a file from your PC, click Upgrade from your PC, and select the file.


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    Goal: Connect all devices

    At this point in the Getting Started process, you can install the phones, Cisco SPA8800 IP telephony gateways, and computers. Use Ethernet cables to connect these devices directly to the Cisco UC320W LAN ports, or connect an Ethernet switch to a LAN port and then connect the devices to the LAN ports of the switch. After the devices are detected, status information appears on the screen. This process may take some time.

    When you are finished connecting devices, click All Devices Connected.

    Note: Cisco recommends using a Cisco ESW500 Series Ethernet Switch with Power over Ethernet. Other switches may be used but may require configuration of VLAN and QoS settings. The default Voice VLAN is VLAN 100. The default Voice VLAN Subnet is 10.1.1.x. For more information about deployment options, see the Design Guide at http://www.cisco.com/web/partners/sell/smb/tools_and_resources/unified_communications_300.html (partner login required).

    Caution: If you are using another device as the DHCP server for your LAN, do not connect devices until you complete the Network Topology task.


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    Welcome

    In the Configuration module, the interface guides you step by step through the configuration process. Before you begin, you should read the information below to become familiar with the navigation and data entry features.

    IMPORTANT: The settings are not applied to the devices until you apply the configuration. If you close the configuration module without applying the configuration or saving your settings, any unsaved changes are abandoned.

    Navigation for a New Configuration

    Data Entry in the Configuration Module

    Saving a Session

    If you need to close the configuration utility before applying your configuration, you can save your session. The session file includes the settings that you have entered, but does not include voicemail messages, recorded prompts, FXO Gain Settings, or Platform Modification Files. Click the Save button in the menu bar. Then choose one of the options described below.

    Note:

    Loading a Saved Session or an Applied Configuration

    To resume a saved session or to reload the currently applied configuration from the device, click the Load button in the menu bar. Then choose one of the options described below.

    Note: The existing administrator username and password are not saved in the session file and therefore are not overwritten when you reload a session. Continue to log on with your current username and password.

    Backing Up and Restoring the Configuration

    You can save the currently applied configuration as a file on your PC, or you can create a full site backup including the site configuration, recorded prompts, and voicemail messages by using a USB key. You easily can restore a saved configuration or a full site backup.

    As a best practice, you should save the configuration or create a full site backup before you make significant changes in your configuration. Then if you are unhappy with your changes, you easily can restore the previous configuration.

    Note:

    To back up or restore the configuration, click the Backup / Restore link near the top right corner of the configuration utility window. In the Backup / Restore window, choose one of the options described below.

    Note: Due to the large file size, do not use a wireless connection to back up the configuration.

    Firmware Updates

    After you log in, you may see a Firmware Available message. This Cloud Features message indicates that a recent firmware update is available. You can upgrade immediately or postpone the install until later. In this case, an Upgrade link will appear near the top right corner of the configuration utility window. When you are ready, click the link to open the Firmware Available window, and install the new firmware.

    Note: For best results, close other browser windows first. When other browser windows are open, the browser may display memory errors.

    Features of the Help System

    Sending Feedback to Cisco

    Cisco welcomes feedback from our customers. To send your comments and suggestions, click the Services link near the top of the window. Then click Feedback. Choose a Category, and type your comments in the Issues or suggestions box. Also take a moment to provide a Rating for the product. Provide your email address if you want to receive a reply. Finally, click Send. Note: The Feedback link appears after Cloud Features are enabled.

    Logging Out

    To log out immediately, click the Log Out link near the top right corner of the window. Any unsaved changes are abandoned.


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    Region

    Use the Configuration > Site > Region page to specify your region, regional dial plan option (if available), and time zone.

    Note: Internal Dialing plan settings, such as extension length and digits for outside lines, are set on the Internal Dialing page.

    Note: After applying the initial configuration, the language on the phone screen can be changed only by using the phone menus.

    Note: The time settings are provided by an NTP server. If the WAN is not connected or the NTP server is not reachable, you can set the system clock from a phone. Be aware that this manual setting will be lost if the Cisco UC320W loses power.

    To set the system time by using a Cisco SPA300 or SPA50x Series IP phone:

    1. Press the Setup button.

    2. Select Time/Date. Enter the date in the mm/dd/yy format. Press * or # for the forward slash. For example, enter 10*01*11 for Oct. 10, 2011.

    3. Press the down-arrow navigation button, and then enter the time in hh:mm:ss format. Press * or # for the colon. For example, enter 6*21 for 6:21.

    4. Press the down-arrow navigation button, and then enter the time zone Offset in ±H:m:s format. Press * for + or # for -. Press * or # for the colon. For example, in the U.S. Pacific Time zone, enter *8*00 for -8:00.

    5. Press save.

    6. Press the Setup button to close the window. The time setting is propagated to the Cisco UC320W and the other phones.

    To set the time on Cisco SPA525G/G2 IP phones:

    1. Press the Setup button.

    2. Select Device Administration.

    3. Select Date/Time.

    4. Move the cursor to Set Current Time Manually. Press the right-arrow navigation button.

    5. In the table, press the up or down navigation button to move up or down in the list. Press the right or left navigation button to move to a different field.

    6. After entering the year, month, day, hour, and minute, press Save.

    7. Press Set.

    8. Press the Setup button to close the window. The time setting is propagated to the Cisco UC320W and the other phones.


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    System Access

    Use the Configuration > Site > System Access page to update the administrator username and password. Optionally, enable access to this utility from the WAN and the wireless network.

    Note: The configuration utility allows only one session at a time.

    Administrative User

    Change administrator username/password: Click this button to change the administrator username and password. Then enter the following information:

    Changes in the username and password take effect after you click OK.

    Remote Access

    Notes:


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    Automatic Maintenance

    Use the Configuration > Site > Automatic Maintenance page to schedule system maintenance tasks and to enable automated backups to a USB key.

    Maintenance Window

    Automatically, on the specified schedule, the Cisco UC320W runs diagnostics and performs tasks to ensure system stability. At the end of this process, the Cisco UC320W may reboot. Schedule a convenient time when your users will not be impacted.

    USB Backup

    Use a USB key in FAT32 format. NTFS is not supported. The USB key should have storage capacity of at least 128MB, preferably 1GB. Insert your USB key into the USB1 or USB2 port.

    The backup file will include all settings, voicemail greetings, voicemail messages, Auto Attendant prompts, FXO Gain Settings, and Platform Modification Files. Up to two files will be stored on the USB key at any time. If two files already exist, the older file will be replaced with the new file.

    Caution: Configuration files include confidential information, such as your email and SIP/BRI account passwords. Use appropriate precautions to protect your data.


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    Telephony

    In the Telephony section of the Configuration module, you manage the IP phones and IP telephony gateways. You also configure the operational mode, Day/Night features, internal dialing plan, and music.


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    Devices

    Use the Configuration > Telephony > Devices page to review the automatically discovered devices.

    Note: To configure Mediatrix BRI Gateways, see the SIP/BRI Trunks page.

    Cisco SPA8800 IP Telephony Gateways

    Adding and Removing IP Phones and Side Cars

    You can manually add an IP phone that you intend to connect later. You also can indicate the number of connected side cars for each phone that you add. Alternatively, you can add phones by importing a list.


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    PBX/Key System

    Use the Configuration > Telephony > PBX/Key System page to choose the operational mode for the telephony system. Tip: To learn more, use the Help Me Choose button.

    Note: If you change the mode after applying a configuration, errors may appear on other pages, due to the feature differences described below. Fix the errors before applying the configuration.

    PBX

    In PBX mode, users have no direct access to choose a phone line; instead, a trunk is selected from the pool of available trunks. When placing an outbound call, you must first press an outbound dialing digit such as 9. There are no shared FXO (analog) lines (as described for Key System). When you choose PBX mode, the following features are affected:

    Key System

    In Key System mode, users can directly choose an analog phone line by pressing a shared line button on the phone. All users can monitor all calls on all lines. If a call is placed on hold by one user, it can be resumed by any other user. When a user presses a shared line button, the line is immediately seized for an outbound call; you do not have to enter an outbound dialing digit, such as 9. When you choose Key System mode, the following features are affected:

    Blend

    The system functions like a PBX, as described above, but allows the configuration of shared FXO (analog) lines, as in a Key System. Outbound calls require a steering digit except when a Shared FXO Line is selected by pressing a shared line button on a phone. Both FXO (analog) lines and SIP/BRI trunks may be used. All features are available for configuration.


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    Day/Night Features

    Use the Configuration > Telephony > Day/Night Features page to choose the scheduling options for inbound call routing and the Auto Attendant (if enabled).

    Call Scheduling

    Call Routing

    If needed, you can enable different call routing options when your business is opened or closed. Choose a scheduling option.

    Auto Attendant

    When enabled, an Auto Attendant (AA) plays recorded messages to respond to incoming calls. If needed, you can enable different AA menus when your business is open or closed.

    Call Forwarding

    If needed, you can enable different call forwarding options when your business is opened or closed. Choose a scheduling option.

    Note: Each option with Day/Night schedule selected will follow the same Day/Night schedule specified below.

    Select Schedule Behavior

    If you chose a Day/Night option, choose whether to require manual operation or to enable an automated schedule.

    Choose a Schedule

    Select the hours when the business is open

    This section is available if you select the Automatic Schedule option. Specify the Day (open) and Night (closed) hours, as described below. The Cisco UC320W will automatically shift between Day and Night behavior based on the specified schedule. A user can force the system into Night behavior by pressing a Force Night feature button on a phone, if configured (see the Phone Buttons page.)

    Select Holidays:

    Optionally, you can add holidays. Specify the dates when your business is closed all day. The Cisco UC320W will automatically shift to Night behavior for each holiday. Note: This section is available if you chose the Automatic Schedule option.

    Holidays

    Enter the information about the selected date.

    Notes:


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    Internal Dialing

    Use the Configuration > Telephony > Internal Dialing page to configure the internal extension format, the system extensions, and the functions of dialed digits. For example, specify which digits are used in extension numbers, which digits are pressed for an outside line, and so on.

    Note: The external dial plan is determined by your regional settings (see the Region page). The external dial plan encompasses settings such as the required length of a dialed phone number (7 digits or 10 digits, for example) and the call processing tones that are used.

    Extension Length

    For Extension Length, specify the length of the internal extension numbers: 2 digits, 3 digits, or 4 digits. To choose the digits that can start each range of extension numbers, see the Meaning of First Digit Dialed section of this page.

    Allowed Dial Patterns

    Choose the function that you want to assign to each digit. After you make a selection, the Dial Pattern field displays an example. For Extensions, the Utilization field displays the number of possible assignments. For example, with the two-digit extension length, each selected digit can support up to 10 extensions.

    Note: Assign at least one digit to each of the following dial patterns: Extensions, Voicemail Prefix, and Reserved. In PBX or Blend mode, also assign at least one digit to Outside Line. More information is provided below.

    Tip: In PBX mode or Blend mode, if you have FXO trunks and SIP/BRI trunks, you might want to enable more than one digit to get an outside line. Then on the Outbound Trunks page you can assign a different digit to each trunk. For example, users could then press 8 for the FXO trunk and press 9 for the SIP/BRI trunk.

    Extensions for System Features

    For each system feature, keep the default settings, or enter an extension number in the box. Extension numbers must be unique and must comply with dial plan settings on this page. An error message appears if you enter an invalid or duplicate extension number. Tip: A quick way to enter a valid extension number is to click the phone icon next to the extension number field.

    Note: By default, 0 is the extension number for the Auto Attendant. However, you can assign a different number to the AA and use 0 for other purposes. For example, you could change the AA extension to 300, and use the Users page to assign 0 to your receptionist.


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    Dialing Restriction

    Use the Configuration > Telephony > Dialing Restriction page to define the classes of restriction for outbound calls. With this feature, you can block or allow certain types of calls based on known dialing patterns. The default settings are suitable for many small businesses, but you can customize them to meet your needs.

    Note: Use this page to set up the classes of restriction. Later, assign dialing privileges to Shared FXO Lines, Shared Extensions, Personal Extensions, and Additional Extensions. Optionally, you can enable authorization codes, which allow users to access higher-level persmissions from any extension or line.

    Dial Patterns

    Dial patterns are represented by the following characters:

    Classes of Restriction

    You can assign each dialing option to one of the classes described below, or place it in the Not Allowed class to prevent anyone from using it. The available dialing options depend on the selected region.

    Moving dialing options:


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    Music

    Use the Configuration > Telephony > Music page to choose the music source and to enable music for held calls and parked calls. Also set the extension that can be dialed to listen to the music.

    Note: Refer to the on-screen illustration for the location of the LINE IN port, where you can connect an external music source. You can position your mouse pointer over the pointer icon to view the picture at a larger size.


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    Ports and Trunks

    In the Ports and Trunks section of the Configuration module, you enable the FXO (analog) trunks, configure the SIP/BRI (Voice over IP) trunks, and enable the FXS ports for analog devices.


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    Line (FXO) Ports

    Use the Configuration > Ports and Trunks > Line (FXO) Ports page to enable the FXO ports for your analog phone lines. This configuration page is available if the System Mode is set to Key System or Blend. (See the PBX/Key System page.)

    General Information and Options

    Settings for FXO Ports

    Note: Refer to the on-screen illustration for the location of the FXO ports, where you can connect to your analog phone service. You can position your mouse pointer over the pointer icon to view the picture at a larger size.

    Notes:

    Troubleshooting Tools for FXO Trunks

    These tools are available after you enable at least one FXO port and apply your configuration.


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    Adjust FXO Gain

    Click the Adjust FXO Gain button to adjust the gain (volume) for each FXO port, as needed. It is usually necessary to make only minor adjustments.

    Caution: Improper settings can cause voice quality issues that may include noise, signal misdetection, and distortion.

    Note: Refer to the on-screen illustration for the location of the FXO ports, where you can connect your FXO (analog) phone lines. You can position your mouse pointer over the pointer icon to view the picture at a larger size.


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    FXO Impedance Matching

    Important: For testing, the trunk must be connected to a Cisco UC320W FXO port. After the test, if you wish to connect the trunk to a Cisco SPA8800 instead, you can input the recommended settings in the fields for the SPA8800. Take care to ensure that you physically connect the trunk to the corresponding SPA8800 port.

    1. Phone number for testing: Enter an external phone number, without spaces or punctuation. Choose a phone that you can answer during this test. No steering digit is required for an FXO call.

    2. Choose a test port on the Cisco UC320W, and physically connect the test trunk to this port. All enabled ports are listed.

    3. Start: Click this button to start the test. When your phone rings, answer it and immediately press the Mute button. The call will be active for about 7 minutes while the test tones are transmitted.

    Note: Click Stop if you do not want to continue the test.

    4. When the status icon and recommended settings appear, hang up your phone. Note: For more information about the status icons, position your mouse pointer over the information button on the screen.

    5. In the lower half of the screen, find the port where you want to use this trunk, and enter the settings:

    6. Physically connect the tested trunk to the selected port. Refer to the port labels on the device to ensure that you use the correct port.

    7. If needed, repeat the above steps for other trunks.

    8. Complete the procedure:


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    FXS Ports

    Use the Configuration > Ports and Trunks > FXS Ports page to enable the phone (FXS) ports on the Cisco UC320W and Cisco SPA8800 IP telephony gateways. These ports support analog devices.

    Note: Refer to the on-screen illustration for the location of the FXS ports, where you can connect analog devices. You can position your mouse pointer over the pointer icon to view the picture at a larger size.

    Enabled: Check this box to enable the port. Uncheck the box to disable the port. As a best practice, enable the ports only as needed, to avoid unnecessary impact on the 24-phone license limit. Note: Only 24 phones, including all enabled Cisco SPA8800 FXS ports, may be licensed to the Cisco UC320W. The built-in FXS port on the Cisco UC320W does not count towards this license limit.


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    SIP/BRI Trunks

    Use the Configuration > Ports and Trunks > SIP/BRI Trunks page to enter the settings for the SIP providers and BRI gateways that provide Voice over IP (VoIP) services. You can add up to four different services.

    Note: This configuration page is available if the System Mode is set to PBX or Blend. It is not available in Key System mode. (For more information, see the PBX/Key System page.)

    About SIP/BRI Trunks

    Adding and Removing SIP/BRI Trunks

    SIP Provider Settings

    This section is available after you select a provider. To enter the settings, click Settings. To hide the settings, click the button again. The required fields are indicated by icons next to the field names. However, your service provider may require other settings that are not marked in this manner. Be sure to enter all of the information from your provider.

    Note: Other NAT settings are configured in the Systemwide SIP Parameters section below.

    Mediatrix Gateway Settings

    This section is available after you select a provider. To enter the settings, click Settings. To hide the settings, click the button again. Requirements vary by provider; refer to the information from your provider.

    Note: You can install up to two Mediatrix 4400 Digital Gateways. Connect the Cisco UC320W and the BRI gateway to a secure router such as Cisco SA500. For application notes, visit the Small Business Support Community.

    Systemwide SIP Parameters

    This section of the page is available after you choose a provider. These settings apply to all SIP providers.


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    Outbound Trunks

    Use the Configuration > Ports and Trunks > Outbound Trunks page to specify the trunks that are selected for each Outside Line digit in your Internal Dialing plan.

    Note: This selection is relevant if you enabled multiple trunks. If you enabled only FXO trunks, or only one SIP/BRI service, this page displays the trunk assignment for the Outside Line digits.

    Notes:


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    Users/Phones

    In the Users/Phones section of the Configuration module, you add the users, set their permissions, and assign their phones.


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    Users

    Use the Configuration > Users/Phones > Users page to enter the names of the users, to assign extension numbers, and to enable voicemail, if needed. You can enter the data directly into the fields, type the data in a pop-up window, or import a structured list of users from a CSV (comma-separated values) file.

    General Information and Options

    Settings for User Records

    The page automatically displays a blank user record. Enter the information, as described below.

    Note: If a user needs a one-digit extension number, such as 0, verify that your Internal Dialing settings allow the digit to be used this way. Then simply enter the digit in the Extension field.

    Other Data Entry Options

    Notes:

    Notes:

    Note: The Import icon is unavailable if you have 25 users, the maximum allowed.


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    Hot Phones

    Use the Configuration > Users/Phones > Hot Phones page to assign labels and extension numbers to hot phones. A hot phone is used exclusively to place a call to a specified target number. For example, a delivery person at the back door could use a hot phone to immediately call an attendant. Likewise, a visitor in the lobby could use a hot phone to immediately call a shared extension for the service team, and a nurse in a clinic could use a hot phone to immediately call an emergency number.

    Note: You may compare the hot phone function to the Private Line Automatic Dial (PLAR) or Hotdial function in other phone systems. The hot phone function applies to the phone, not to a line button.

    General Information About Hot Phones

    Settings for Hot Phones


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    Assign Phones

    Use the Configuration > Users/Phones > Assign Phones page to assign phones to users and to the hot phone function, if needed. A hot phone is used exclusively to place a call to a target number.

    About the Phone Assignments

    Note:

    • Unlit: Idle.
    • Green (steady): Connected to a call on this phone.
    • Green (flashing): Holding a call on this phone. To resume the call, press the button.
    • Orange (flashing): Ringing.
    • Red (steady): Connected to a call on another phone.
    • Red (flashing): Holding a call on another phone. To pick up the call, press the button.

    Assigning Phones to a User or to the Hot Phone Function

    You can use various methods to assign, reassign, or remove phones.

    To assign a hot phone, first enable this feature on the Configuration > Users/Phones > Hot Phones page.

    Note: If needed, you can use the Show assigned phones box to show the assigned phones in the Unassigned Phones list. Check the box to show the assigned phones, or uncheck the box to show only the unassigned phones.


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    Extension Buttons

    In the Extension Buttons section of the Configuration module, you add buttons to the users' phones for Shared FXO Lines, shared extensions, and additional personal extensions.


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    Shared FXO Lines

    Use the Configuration > Extension Buttons > Shared FXO Lines page to reserve an FXO (analog) trunk for use by the specified users.

    In the office: In an insurance office, a Shared FXO Line includes two agents as members. They can easily monitor and manage calls to ensure good customer service.

    Note: This page is available if you selected Key System or Blend on the PBX/Key System page and you enabled at least one FXO port on the Line (FXO) Ports page.

    Features of a Shared FXO Line

    General Information and Options for Shared Lines

    Settings for Shared FXO Lines

    Note: If needed, you can use the Show assigned FXO trunks. box to show the assigned FXO trunks in the Available FXO Trunks list. Check the box to show the assigned FXO trunks, or uncheck the box to show only the unassigned FXO trunks.

    Note: The system allows up to 25 voicemail boxes for primary personal extensions and 15 voicemail boxes for additional extensions and group extensions. Each voicemail box can store up to 30 minutes of messages.

    Selecting Members for Shared FXO Lines

    Note:


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    Shared Extensions

    Use the Configuration > Extension Buttons > Shared Extensions page to allow a group of users to answer, monitor, and manage calls.

    In the office: In a pet store, the grooming department has two phones, one in the reception area and one in the back. With a shared extension including both phones, the pet store staff can transfer calls to a single extension number. The groomer can pick up the call from either phone. The shared extension also makes it easy for the groomer to place a call on hold from one phone and resume it from the other phone.

    Features of Shared Extensions

    Note: The appearance of the line button indicates the status of the shared extension.

    General Information and Options for Shared Extensions

    Shared Extension Settings

    Note: The system allows up to 25 voicemail boxes for primary personal extensions and 15 voicemail boxes for additional extensions and group extensions. Each voicemail box can store up to 30 minutes of messages.

    Selecting Members for Shared Extensions

    Note:


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    Additional Extensions

    By default, each user has one personal extension. You can use the Configuration > Extension Buttons > Additional Extensions page to create additional personal extensions for users.

    General Information and Options for Additional Extensions

    Settings for Additional Extensions

    Note: Available Buttons indicates the buttons that are not currently used for Shared Lines, Shared Extensions, or Additional Extensions. The new line button may displace a previously configured feature button, such as a speed dial or Line Monitor.

    Note: The system allows up to 25 voicemail boxes for primary personal extensions and a total of 15 voicemail boxes for other types of extensions, such as additional extensions, Shared FXO Lines, and hunt groups. Each mailbox can store up to 30 minutes of messages.


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    Call Routing

    In the Call Routing section of the Configuration utility, you configure the call routing features, such as call paging, hunt groups, Auto Attendant, and inbound call routing.


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    Call Paging

    Use the Configuration > Call Routing > Call Paging page to configure the settings for an external speaker system, if connected, and to set up user groups to page all members simultaneously through their phone speakers.

    Note: Refer to the on-screen illustration for the location of the Line Out port, where you can connect an external speaker. You can position your mouse pointer over the pointer icon to view the picture at a larger size.

    External Paging

    The External Paging feature is used to make an announcement through an external speaker system that is connected to the Line Out port of the Cisco UC320W. Any other audio on the speaker, such as music, will be interrupted for the duration of the page. Note: If you wish to use an external speaker for music only, you can disable External Paging by deleting the extension number.

    Paging Groups

    This feature is used to make an intercom announcement through the speakers of all of the member phones. Normally, pages go only to extensions without active calls, but you can enable the Priority Page feature to interrupt calls. Note: Paging groups cannot be selected as destinations for inbound calls or call forwarding.

    General Information and Options for Paging Groups

    Paging Group Settings

    Selecting Members for Paging Groups

    Note: This list includes all users. If a user does not have an assigned phone, or has a phone that lacks a speaker, the background is gray. If you previously configured a paging group including a user and then the phone assignment was removed, the background appears red. To configure users, see the Users page. To assign phones to users, see the Assign Phones page. Then return to this page to assign membership.


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    Hunt Groups

    Use the Configuration > Call Routing > Hunt Groups page to create user groups for the purpose of routing calls to all members simultaneously, sequentially, or randomly. Features are described below:

    In the office: In a busy shop, the manager wants to ensure that customer calls are answered by service agents, rather than going to voicemail. The phone administrator created a hunt group by using the Sequential from start option. Each new call rings the service desk first. An unanswered call goes to the first agent, then the second, and then returns to the service desk. After six attempts, if there is still no answer, then the call goes to voicemail.

    Features of Hunt Groups

    General Information and Options for Hunt Groups

    Hunt Group Settings

    Note: The system allows up to 25 voicemail boxes for primary personal extensions and 15 voicemail boxes for additional extensions and group extensions. Each voicemail box can store up to 30 minutes of messages.

    Selecting Members for Hunt Groups

    Note:


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    Auto Attendant

    An Auto Attendant is a feature that you can configure to automatically answer inbound calls and play recorded prompts to announce options and provide information. Use the Configuration > Call Routing > Auto Attendant page to define the buttons that your callers can press to contact extensions, groups, and external numbers. If you chose a region that has dual languages, such as English and French, this page includes a Dual Language Menu tab. If you enabled the Day/Night menu option for the Auto Attendant on the Day/Night Features page, this page includes tabs for a Day menu and a Night menu. For each option on the Night menu, you can specify new settings or choose Same As Day. (See the Day/Night Features page.)

    Settings for AA Menus

    Specify the settings for your AA menus.

    Dual Language Menu

    This menu is available if you selected a dual language option such as English/French on the Region page. Enter the settings to enable the Auto Attendant to offer the callers a choice of languages for prompts.

    Main Menu, Day Menu, and Night Menu

    Notes:

    Buttons for AA Menus

    Use this section to define the actions that are taken when the user presses a number on the phone keypad.

    Note: If you checked the Dial Extensions at Any Time box, your menu options can use only the digits that are not used by your dial plan. For example, if your dial plan uses 1 and 2 for extensions, and 0 for immediate dial, then your menu cannot include the numbers 0, 1, or 2. To make changes in the dial plan, see the Internal Dialing page.

    Note: The timeout period is not applicable when the Timeout is Not Defined or Same as Day.

    Setting Up Prompts

    Click the Prompts tab to manage the prompts that the Auto Attendant plays to assist the callers. You can use the default prompts or record your own prompts.

    In the office: A phone administrator replaces the default greeting with one that includes the company name and announces special menu options: Thank you for calling Family Medical. Press 1 for our hours and location. Press 2 to make an appointment. Press 3 for billing.

    General Information and Options for AA Prompts

    IMPORTANT: Prompt #2 will play when a Direct Extension Dial transfer is initiated. If you change this prompt, record a message that is appropriate for that purpose.

    Settings for AA Prompts

    You can add prompts, edit the descriptions, and combine them into sequences. To record prompts, use any IP phone to dial the Auto Attendant Prompt Recorder.

    Note: The Prompt Number column displays the prompt number. If you chose a region that has dual languages, such as English and French, there is one number for the primary language and one for the secondary language. You use prompt numbers when recording and editing prompts with the AA Prompt Recorder.

    Auto Attendant Prompt Recorder Extension: Enter an extension number that users can dial to reach the Auto Attendant Prompt Recorder.

    Adding prompts:

    Combining prompts into sequences:


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    Using the AA Prompts Recorder

    There are recording slots for 20 prompts. For dual languages, there are two sets of 20 prompts. Each prompt in the primary language set corresponds to a prompt in the secondary language set: Prompt 1 corresponding to Prompt 21, Prompt 2 to 22, and so on.

    IMPORTANT: When you save the new prompts, the phones will restart. All AA prompt changes should be scheduled during a convenient maintenance window.

    1. From a connected IP phone, lift the receiver or press the speaker button to place a call. Then enter the extension number for the Auto Attendant Prompt Recorder. (See the extension numbers on the Internal Dialing page.)

    2. When prompted, enter the password, followed by #. The default password is 12345. Note: You can change this password on the Internal Dialing page.

    3. Enter the prompt number that you want to change (valid entries are numbers from 1 to 20). Then press #.

    4. Listen for instructions, and follow them to record, review, or delete the selected prompt. To exit to the previous menu without changing a prompt, you can press *.

    5. When you hear the confirmation message (Value saved), you can enter another prompt number to modify.

    6. End the call by replacing the receiver or pressing the speaker button. Wait for several seconds while the save process is completed. The phones reboot, and the recordings are saved in the flash memory of the Cisco UC320W.

    Notes:


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    Inbound Calls

    Use the Configuration > Call Routing > Inbound Calls page to specify the call destinations for inbound calls through each FXO trunk and SIP/BRI trunk. If a route is directed to a user or a hunt group, you can use the phone number as the Calling Line ID for outbound calls from the user or group.

    General Information and Options for Inbound Routing

    Settings for Routing Groups

    Specifying Phone Numbers with Different Destinations

    You may have multiple phone numbers for a single SIP/BRI trunk. If you want to route all of the numbers to the same destination, it is not necessary to enter the individual numbers. However, to route individual phone numbers to different destinations, you must specify the phone numbers and create new routes to specify the destinations.


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    User/Group Features

    In the User/Group Features section of the Configuration module, you configure the user and group features, such as call forwarding, voicemail-to-email notifications, phone buttons, and the directory.


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    Call Forwarding

    Use the Configuration > User/Group Features > Call Forwarding page to configure call forwarding for users and groups.

    Notes:

    To open the Users or Groups section, click the User Call Forwards or Group Call Forwards button. To hide a section, click the button again.


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    Dialing Privileges

    Use the Configuration > User/Group Features > Dialing Privileges page to assign dialing privileges based on classes of restriction. These classes are defined on the Configuration > Telephony > Dialing Restriction page.

    General Information and Options

    Assigning Dialing Privileges

    Note: If a user enters a blocked dial pattern, a tone is played. If the phone has a display, instructions appear. The user then enters the authorization code, followed by the Dial softkey (on phones with a display) or by # (available on all phones).


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    Voicemail

    Use the Configuration > User/Group Features > Voicemail page to enable the system to send voicemail messages to specified email addresses. Also enter the email addresses and recording limits for each mailbox that you enabled on the configuration pages for users, shared lines, shared extensions, and hunt groups.

    Note: Contact your email service provider for requirements and outgoing server settings. Examples are included at the end of this Help topic, but requirements may vary. Some providers do not allow SMTP email from a free account. Other providers may require a user to log on to a new mailbox before sending emails. For accurate information, read the support documentation from your provider. In your provider's support or help system, search for information about SMTP server settings.

    Settings for Voicemail

    Note: The Record limit (in minutes) is one of three voicemail limits. The others are listed below. For current status, see the Voicemail page.

    Examples

    Gmail

    Gmail recommends the following settings:

    Note: In your Gmail account, go to the Settings menu, choose Forwarding and POP/IMAP, and then enable IMAP.

    Windows Live Hotmail

    Windows Live Hotmail recommends the following settings:

    Yahoo! Mail

    Yahoo requires using a paid account for this type of service. Yahoo recommends the following settings:


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    Phone Buttons

    Use the Configuration > User/Group Features > Phone Buttons page to customize the programmable feature buttons that are available on the IP phones and Cisco SPA500S expansion modules, also known as attendant consoles or "side cars." Also specify the targets for hot phones.

    General Information and Options for Phone Buttons

    Note: A user can add personal speed dial buttons to the paired phone. However, make users aware that if more extensions are added to the primary phone, the personal speed dial buttons will be displaced or removed. To add a personal speed dial button: Press and hold an unused button for 3 to 4 seconds. Then enter a name and phone number. Any digit can be used, except digits that are assigned to the functions Dial Immediately and Outside Line on the Internal Dialing page.

    Settings for Phone Buttons


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    Phone Button Labels

    Use the Configuration > User/Group Features > Phone Button Labels page if you need to adjust the button labels that appear on the phone screens.


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    Directory

    Use the Configuration > User/Group Features > Directory page to view the directory listings that users can access through the phone menus. Add external numbers to the directory if needed.


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    Network

    In the Network section of the Configuration module, you configure your topology, WAN connection, and LAN settings. You also can enable port forwarding.


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    Topology

    Use the Configuration > Network > Topology page to choose the correct topology for your site. For help, click the Help Me Choose button or position your mouse pointer over the pointer icons on the screen.

    Enter any required settings for the selected type. Depending on the changes, after you apply the configuration, you may need to align your PC with new network addressing. You also may need to reconnect to the configuration utility by entering a new LAN IP address into the web browser.


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    WAN

    Use the Configuration > Network > WAN page to configure your Internet settings for connectivity to Cloud Features. For example, the Cisco UC320W can allow you to access firmware upgrades and documentation after you configure your Internet connection. By default, the Cisco UC320W will connect by using DHCP. However, your Internet Service Provider may require special settings. Refer to the information provided by your ISP for your Internet service account.

    Note: Refer to the on-screen illustration for the location of the WAN port, where you can connect the Cisco UC320W to your Internet service. You can position your mouse pointer over the pointer icon to view the picture at a larger size.

    WAN Types


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    LAN

    The use of VLANs improves network performance and helps to maintain Quality of Service (QoS) for IP phone calls. Use the Configuration > Network > LAN page to configure the basic settings for the Data VLAN and the Voice VLAN.

    Notes:

    To view the Voice VLAN or Data VLAN settings, click the button. Then enter the settings, as described below.

    Note: If you need to assign static IP addresses to servers and other devices, you can use any addresses that are outside the DHCP Address Range for the Data VLAN. If needed, adjust the Starting IP Address and Ending IP Address entries to allow for more static IP addresses.


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    Wireless

    Use the Configuration > Network > Wireless page to configure separate wireless networks for data traffic and voice traffic.

    Note: For wireless operation of Cisco SPA525G/G2 phones, first configure the phones with an Ethernet connection. Then enable the wireless network, enter other settings as needed, and apply your configuration. After the devices reboot, you can disconnect the Cisco SPA525G/G2 phone for wireless operation.

    Note: These settings are available only if the network is enabled.

    Note: The Wireless Channel setting is available only if a wireless network is enabled.


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    Port Forwarding

    Use the Configuration > Network > Port Forwarding page if you need to allow Internet users to access servers on your network that host services such as World Wide Web, email, FTP, videoconferencing, and gaming. You can add up to 25 entries.

    General Information and Options for Port Forwarding

    Note: You will need to assign a static IP address to each server rather than allowing these devices to receive dynamic IP addresses from the DHCP server.

    Settings for Port Forwarding


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    Site Summary

    Use the Configuration > Apply Changes > Site Summary page to enter information about the support team for your site and to review the settings from each module of the configuration utility.

    To record the site support information:

    Use these fields to record the contact information for your technical support staff. These fields are optional. You can leave them blank or use them to record any information of your choice.

    To review and modify the settings:


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    Apply Configuration

    Use the Configuration > Apply Changes > Apply Configuration page to apply your settings. Applying your configuration may restart the Cisco UC320W. Phone service may be interrupted and network traffic may stop for several minutes. For some types of changes, a configuration may be applied without a reboot. However, since service may be interrupted, you should schedule this task for a time that is least disruptive to the business.

    You can apply the configuration only if there are no errors on the configuration screens. If there are errors, the Apply Configuration button is unavailable, and a message appears at the bottom of the screen. To find the errors, look for red X icons in the navigation tree. Open the indicated pages, and fix the problems before attempting to apply the configuration.

    Tip: If you are not ready to apply your changes, you can continue working on other configuration pages. Return to this page when you are ready to apply the configuration. If you want to apply your configuration settings at a later time or date, you can use the Save button to save your session. Alternatively, click Apply Later to schedule a time for the configuration update.

    1. Click Apply Later to schedule the configuration update for a time when the possible interruption to the phone service and network traffic is least disruptive to the business.

    2. Choose the number of hours to wait before applying the configuration. Note: The scheduled time will be based on the system time, not your computer's time settings, which may be different.

    3. Click OK to continue. A progress bar and messages appear. When the Configuration Update is Scheduled message appears, the scheduled time is displayed. Note: The scheduled time is based on the Cisco UC320W system time, not your computer's time settings, which may be different. You can close the browser window or click Abort to cancel the scheduled update. Or simply close your browser, and the update will occur at the scheduled time.


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    Quick View

    The Status > Quick View page provides a visual summary of the status of your site. To view more information about any section of the Quick View page, click the image to open the status page. Alternatively, use the links in the navigation tree.

    Note: After the Configuration Utility is launched, it may take up to a minute for the Cisco UC320W to collect and display the current status information for all devices.


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    Devices

    Use the Status > Devices page to view statistics for the Cisco UC320W and connected devices. Also use the buttons on this page for system maintenance.

    Cisco UC320W Front Panel

    Refer to the illustration for the current port states, corresponding to the lights on the front panel of the hardware.

    Cisco UC320W Status Information

    Working with Platform Modification Files

    Platform Modification Files are special files that may be provided to you by Cisco support personnel. Click the Alter PMFs button to add or remove Platform Modification Files.

    Note:

    In the pop-up window, you can perform the tasks listed below.

    Upgrading the Firmware

    Click the Upgrade from your PC button to upgrade the device with new firmware that you have stored on your computer. When the confirmation message appears, click OK to continue, or click Cancel to close the message without upgrading. After clicking OK, choose the firmware that you want to install, and click Open. Progress messages appear as the devices are updated.

    During the upgrade process, do not disconnect power, press the reset button, close the web browser, or navigate to another web page. Wait for the Cisco UC320W and all connected devices to reboot. This process may take several minutes.

    At the end of the process, if the browser displays a prompt about navigating to a new web page, click OK. The login page appears. If there are errors, a message appears.

    Note: Your web browser may display a message indicating that the server cannot be reached. This situation occurs because the connection from the PC to the Cisco UC320W is interrupted during the restart process. After the Cisco UC320W restarts, you can refresh the web page or re-enter the LAN IP address for the Cisco UC320W, and you can log on.

    Additional information about the upgrade process:

    Restarting and Resetting the Cisco UC320W

    SPA8800 IP Telephony Gateway Status

    The MAC address appears. Green bars indicate the status of the configuration: Configurable, Configured, and Registered.

    Phones

    Note: A yellow circle containing a minus sign indicates that the device previously was active, but its current state is unknown.


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    Networks

    Use the Status > Networks page to view statistics for the WAN, wireless network, and LAN.

    This page refreshes every 15 seconds.

    Clear Counters: Click this button to reset all statistics on this page to 0. The counters are cleared the next time that the page refreshes.

    WAN

    Wireless

    LAN


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    DHCP Clients

    Use the Status > DHCP Clients page to view a list of DHCP clients.

    The information on this page is automatically refreshed at 15-second intervals.


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    Voicemail

    Use the Status > Voicemail page to view information about voicemail usage. You also can reset users' passwords.

    The information on this page is automatically refreshed at 60-second intervals.

    Voicemail System

    The following information is provided for each voicemail box.


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    External Trunks

    Use the Status > External Trunks page to view the state of each trunk.

    The information on this page is automatically refreshed at 5-second intervals.

    Note: The Cisco UC320W supports up to 12 simultaneous calls across all trunks (including FXO and SIP/BRI trunks).


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    External Call Records

    Use the Status > External Call Records page to view External Call Records for inbound and outbound calls (calls involving a SIP trunk or an FXO trunk. Internal, station-to-station calls are not included. Click a file at the top of the page, and view the data in the table. The data is automatically updated every 600 seconds (10 minutes), or you can refresh the page to show the latest data.

    Within the table, you can view additional information and use filters to find the data that you want.

    Displayed Information

    Working with the Data


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    Support Tools

    When investigating issues, you can use the Status > Support Tools page to capture system logs and perform ping tests. Additional tools may be available with Platform Modification Files.

    The information on this page is automatically refreshed at 60-second intervals.

    System Logs

    Click the System Logs tab to enable system logs. As a best practice, Cisco recommends that you enable logging only when needed, and disable logging when you finish the investigation. Logging consumes resources and can impact system performance.

    Ping

    Click the Ping tab to use ICMP Echo (ping) requests to test connectivity between the Cisco UC320W and a specified IP address.


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    CDP Neighbors

    Use the Status > CDP Neighbors page to view status information about neighboring devices that were discovered by the Cisco Discovery Protocol. This information may be useful for troubleshooting.

    The information on this page is automatically refreshed at 15-second intervals.


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    Wireless Clients

    Use the Status > Wireless Clients page to view information about the current wireless clients.

    The information on this page is automatically refreshed at 15-second intervals.


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    How Do I?

    Read the information below to find answers to common questions about configuration tasks.

    How do I upgrade the firmware?

    To upgrade the firmware from a file on your PC, click the Upgrade from your PC button on the Status > Devices page.

    How do I reserve an analog phone line as a private line for an executive?

    For this scenario, complete the following tasks:

    How do I route calls for specific SIP/BRI phone numbers to individual users or groups?

    In this scenario, there are three phone numbers that need to be routed as follows:

    For this scenario, complete the following tasks:

    How do I assign different outbound dialing digits to each outbound trunk? I want users to press 8 for our Voice over IP service and 9 for our local telephone service.

    For this scenario, complete the following tasks:

    Note: Optionally, you can select a second trunk to be used when the first choice is busy. The Busy state of a SIP/BRI trunk depends on the number of maximum concurrent calls specified by your SIP provider. The Cisco UC320W supports up to 12 simultaneous calls across all trunks (including FXO and SIP/BRI trunks).

    How do I set up the Music On Hold to use a recording other than the default music? We would like to loop through a recording that includes music and announcements.

    For this scenario, complete the following tasks:

    How do I set up the phones so that a user can monitor an extension for another user? A nurse needs to monitor the extension for a doctor.

    For this scenario, complete the following tasks:

    How do I enable intercom calls? A manager wants to use the intercom to communicate with an assistant.

    For this scenario, complete the following tasks:

    How do users retrieve voicemail for a Hunt Group, Shared Extension, or Shared Line?

    Use one of the following options:

    How do employees retrieve voicemail from outside the office?

    There are several options.

    How can I reach the AA Prompt Recorder from outside the office?

    There may be times when you want to update your Auto Attendant prompts from outside the office. For example, in a bad weather situation, you could dial into the office and change your greeting to announce a delayed schedule for the day. There are several ways to access the AA Prompt Recorder.

    How do I send night-time calls to my answering service? Should I use night-time call forwarding or night-time call routing?

    The choice depends on whether you want to immediately send calls to your answering service or whether you want to allow a night-time employee to answer calls, and forward only the unanswered calls to the answering service.

    How do I configure the SMTP settings for my email account?

    For this scenario, open the Configuration > User/Group Features > Voicemail page, and check the Use Voicemail to Email box to enable this feature. To enter the SMTP settings, refer to the examples below. (For up-to-date information about the requirements, refer to the your provider's support site.)

    Tip: Cisco recommends that you create a new email account to send your voicemail-to-email notifications. Using your personal email address would unnecessarily expose your personal email login credentials in the Cisco UC320W configuration. Also be aware that many email accounts keep a copy of all sent messages by default. Anyone with access to this email account will have access to the sent messages. Review your email settings to ensure that they are appropriate for the privacy policy of your business. After setting up an account, verify that you can send and receive email through the account before configuring your voicemail-to-email settings for the Cisco UC320W.

    Example: Gmail

    Gmail recommends the following settings:

    Note: In your Gmail account, go to the Settings menu, choose Forwarding and POP/IMAP, and then enable IMAP.

    Example: Windows Live Hotmail

    Windows Live Hotmail recommends the following settings:

    Example: Yahoo! Mail

    Yahoo requires using a paid account for this type of service. Yahoo recommends the following settings:

    How do I configure different ring tones for internal and external calls?

    It's easy to accomplish this goal by (1) routing all inbound calls to shared extensions, shared lines, and additional extensions and (2) configuring a different ring tone for personal extensions. When users call one another on their personal extensions, they hear a ring tone that everyone recognizes as an internal call. Likewise, when an inbound call rings one of the other extension types, everyone within hearing range recognizes it as an external call.

    For this scenario complete these tasks:

    On Cisco SPA50x or Cisco SPA51x phones: To change the ring tone for the personal extension, press the Setup key, and then select Ring Tone. Press the up- or down-arrow navigation button to position the cursor on the personal extension, and then press change to view the list of ring tones. Position the cursor on a ring tone. Press play to play the tone, or press select to select it. Press the Setup key to close the menu.

    On Cisco SPA525G/G2, press the Setup key, choose User Preferences, and then choose Audio Preferences. Press the up- or down-arrow navigation button to position the cursor on the personal extension, and then press the right-arrow to view the list of ring tones. Position the cursor on a ring tone. Press Play to play the tone, or press Select to select it. Press Set to save your changes. Press the Setup key to close the menu.



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