All users need to provide PIN in order to authenticate when accessing voicemail.

It is possible to enable all voicemails to be sent to e-mail address assigned to extension.

Users are able to record and play their personalized messages to callers when they are busy or unavailable.

If enabled, callers are allowed to reach operators extension by pressing 0 once they are forwarded to voicemail.

Setting up matching time zone in extensions voicemail settings will make sure voicemail messages are played to users with correct time information.

If sound files in language other than english are uploaded to PBXware alongside default english language prompts, it is possible to set voicemail prompts to be played in preferred language.

This option will allow administrator to define maximum lenght of voicemail messages per mailbox, allowing you to limit space usage on servers with large number of users.

This option will allow administrator to define maximum number of voicemail messages per mailbox, allowing you to limit space usage on servers with large number of users.

Voicemail groups allow you to group multiple voicemail inboxes to a group, informing all users once voice message is left to their group.

MWI option will inform user that they have voicemail message waiting by activating new voicemail message indicator on their phone or gloCOM desktop client.

Dashboard section gives you overview of vital PBXware information. It displays hardware usage, main services status, information on system and gloCOM licensing as well as number Total calls, Answered calls, SIP registration etc.

PBXware extensions supports SIP and IAX2 protocols as well as DAHDI interface technology

Administrator have full control on what destinations, local or remote, PBXware extensions can dial. These rules can be applied to multiple extensions at the same time (through Service Plans) or individually per extension.

Enhanced Services allows users to fully adjust settings like Caller ID, Call Pickup, Call Filters & Blocking, Call Forwarding etc.

PBXware billing module allows you to set up outbound (and/or inbound) prices for all the destinations across the globe.

Control your Caller ID for outbound calls

Select preferred codecs on system, tenant or extension level.

Auto provisioning allows you to automatically configure your phones by pointing them to PBXware tftp/http address. In order to use auto provisioning you must use one of the devices from supported UADs list and configure PBXware extension with matching UAD and MAC address.

PBXware voicemail is an advanced answering machine that allow callers to leave voicemail message in case user is not able to answer the call. Although each PBXware extension is usually equipped with a voice mailbox, voice mailboxes can be created on their own.

CSV upload allow you to easily create multiple entries for different PBXware elements like Extensions and DIDs, or to quickly add or change prices for every destination in billing module.

CV download gives you an option to export PBXware data in CSV format, allowing you to get information for data processing (queue statistics), or for importing data to another PBXware (billing prices for different destinations).

Departments section lists all of the departments present on your PBXware and gives you ability to edit or add new ones. Departments are used by Bicom Systems gloCOM to easily filter extensions by department they belong or to broadcast messages to specific department members only.

gloCOM Editions and Modules allow you to restrict extensions to only use selected gloCOM editions and modules. This prevents users from switching their gloCOM edition to one they should not be using from sheer quriosity, preventing extension that is supposed to use that particular edition from using it.

QR Code allows easy first time login with gloCOM GO mobile app. Instead of entering e-mail, password and server address manually on first login all you have to do is to scan QR Code from your mobile app and all the information will be entered automatically.

PBXware offer seamless integration with gloCOM desktop app, allowing users to save time and improve productivity.

gloCOM mobile app allows you to stay connected to your PBXware extension even when you are not in your office.

PBXware offers multiple options to enable call recording, defining whether you would like to inform call parties that call recoding is turned on or not. Call recording can be enabled globally, for entire system, or lower level per Tenant, DID, Extension, Ring group etc.

PBXware LCR (Least Cost Routing) section allows fine tuning of the systems trunks usage according to the price and quality.

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

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

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

Service plan defines billing details for all available destinations but it will also enable you to create a template for enhanced services, destinations and Online Self Care settings that will be automatically applied to extensions associated with service plan.

Depending on your preferences extension can have separate funds (master) or share funds with master extensions (slave).

Credit limits allow you to assign maximum amount of funds extensions will be able to spend on calls, preventing users from having unlimited funds at their disposal.

PBXware will sent email notifications to user once Soft Limit is reached on extension, and block outbound calls if Hard Limit is reached. Soft and Hard Limit can be set on daily or monthly basis. Setting these two values will prevent users from having unlimited funds at their disposal.

Assigning certain number of inclusive minutes to a service plan will allow users to make calls, to destinations set up to use inclusive minutes, free of charge until all minutes are spent. After all inclusive minutes are spent, extension will start using available funds. Destinations that not set up to use inclusive minutes will be charged according to price set in service plan.

You are able to set up call restrictions for extensions per Destination Group

You are able to set up call restrictions for extensions per Local Destinations.

Other Networks allows you to use prefix when dialing a number, to force calls through specific trunk. NOTE: using Other Networks will override billing module.

Special Routes feature allows PBXware administrator to add special services numbers that will be distinguished from extensions numbers (even if they have same number of digits) and dialed through specified trunk, similar to how Emergency Services numbers are dialed through Emergency Trunk.

Call screening forwards calls to other extensions depending on the users extension status.

With Mobile Numbers you can assign Mobile Numbers you would like to receive calls on when not in the office. If you enable Mobile Numbers service and add a number to the mobile numbers list it will be displayed in gloCOM as one of the destinations you can be reached on.

Speakerphone Page allows you to broadcast voice message to multiple extensions.

Follow Me service rings destinations in a sequence set up by user. If call is not answered by provided destinations next destination in sequence will be dialed.

Group Hunt service rings all provided destinations at the same time. In case where call is not answered by any of the destinations, it can be forwarded to 'Last Destination' extension that can be set to voicemail.

Call forward allows users to forward incoming calls.

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

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

Caller ID
Allows users to set custom Caller ID that will be displayed on the Phone display of the called party.

Last Caller
Last Caller allows users to dial the last number that was calling them by entering access code. This is usefull for phones without display screen or analog phones registering to PBXware through ATA devices.

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

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

Enables users to pickup calls that are ringing extensions in associated call groups.

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

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

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

Speed Dial service allows you to assign short code (up to 3-digits) to numbers you frequently dial so you don't have to type full number every time. To use Speed Dial you must dial '130 in front of your assigned short code ( for example, *130 13).

Allows user to monitor queues.

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

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

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

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

Phone callback allows you to set up a one or more Caller IDs that will be matched once call gets to your PBXware. After caller ID is matched, call is dropped and user will receive the call from PBXware. Once call is answered user is able to dial any destination as if he was using office phone.

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

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

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

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

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

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


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

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

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

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

For advanced users PBXware allows custom modifications directly in dialplan, allowing you to customize routing beyond settings available in PBXware.

Hot Desking is a feature that allows employees to work at any available desk in office and still be able to have their own extension. If phone is set up to be used with hot desking any user can log in to their own extension by entering extension number and PIN.

Hot Desking is a feature that allows employees to work at any available desk in office and still be able to have their own extension. If phone is set up to be used with hot desking any user can log in to their own extension by entering extension number and PIN.

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

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

Administration is divided into standard and advanced mode options. 

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

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

 

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

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

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

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

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

• Operator
• Supervisor
• Manager

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

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

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

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

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

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

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

Supervisor edition

Wallboard Edition

Instead of waiting in the queue, the system will make a call back to the caller once it's his time to talk to an agent. Once a caller enters a queue, he or she has the option to request that the system make a call back. All the caller needs is to enter a phone number to be called back at.

Call agents in a call center enviroment receiving and placing calls.

Queue Statistics Call Center includes comprehensive queue statistics reports. These reports will help you achieve better customer service by forecasting call volumes, calculating agent requirements and comparing results with expectations.

Statistics data is opened in a separate popup window and displays:

Queue Features:

• All calls
• Answered calls
• Unanswered calls
• Call time
• Hold time
• Queue entry
• Exit position
• Minimum time
• Maximum time
• Average time
• Total time

Agents Statistics:

• Number of calls
• Calls per minute
• Calls percentage
• Talk time
• Idle time
• Session time
• Number of hangups

The PBXware statistics functionality is designed to give you ad-hoc report when and where you need it. Simply select your date range and the required information and PBXware presents you with comprehensive data that is flexible enough to dive through and filter by simply clicking on the areas of interest.

More info.

Real Time Displays Real time queue - agent monitoring allows authorized users to keep track of status and traffic in each queue. Data is automatically refreshed every 3-60 seconds. The following details are displayed:

Queue Monitoring

• Name
• Total Calls
• Maximum Calls
• Calls Unanswered
• Calls Waiting
• VIP Calls Waiting

Agents Monitoring

Name

Extension status

Current Call

Channel

Caller Information

• Caller ID
• Extension number
• Status
• Priority
• Channel

From the monitoring location, actions such as call transfers, call hangups, and call listening are possible.

More info.

IVR (Interactive Voice Response) is automated answering machine which guide callers to their destination by providing a number of choices and waiting for caller to make a selection through DTMF tones via device keypad.

PIN-based IVR allows dialing local/remote destinations by providing a pre-set IVR PIN number.

Unlike regular IVR, Multi-digit IVRs accepts two or more digits as a response from caller, therefore providing a wider range of options.

IVR Tree is a special form of IVR where creation of a particular IVR is more graphically oriented than it is with regular IVRs. This allows better overview when creating more complex IVR system in which callers have to navigate through multiple IVRs in order to reach preferred destination.

Setting up extension as a destination in IVR will forward the call to specified extension number once assigned digit is pressed.

Setting up IVR as a destination in IVR will forward the call to specified IVR number once assigned digit is pressed.

Setting up Queue as a destination in IVR will forward the call to specified Queue number once assigned digit is pressed.

Setting up Conference as a destination in IVR will forward the call to specified Conference number once assigned digit is pressed.

Setting up a Voicemail as a destination in IVR will forward the call to specified extension number voicemail directly, without dialing the extension, once assigned digit is pressed.

Set Remote Access as an IVR destination to enable users to dial into the system from remote location and authenticate to their personal extensions and make calls as if they were using their office phone.

With this option selected, you will have the ability to dial an extension by entering the first three letters of the extension's last or first name.

Set Fax to E-mail as an IVR destination if you would like to receive faxes on PBXware. Fax will be sent to e-mail address (if SMTP server is configured on PBXware) and saved on PBXware where it can be downloaded from FAX section.

Select Call External Number as a destination in IVR and enter preferred number in order to dial it, once selection is made.

If sound files in language other than english are uploaded to PBXware alongside default english language prompts, it is possible to set voice prompts to be played in preferred language.

Assign operator extension number to redirected calls to if 'IVR Status' is set to 'Off'.

Allows administrator to set preferred values for Response Timeout, Digit Timeout, Selection Timeout etc.

Custom greeting enables administrator to play a greeting with IVR instructions once caller gets to the IVR.

Define whether to play Music on Hold or ringing sound to callers.

This feature allows callers to dial extension number directly, once call enters the IVR.

Administrator is able to restrict extension dialing from IVR by defining range of extensions that are allowed to be called directly.

Permissions are used to allow an organization to restrict who is able to enter an IVR. In particular, there are organizations where access to the IVR is only allowed to callers with a valid account number, but it can be used for other similar purposes.

Operation times enables administrator to forward calls that are supposed to enter IVR to a different locations depending on date, day and time.

When FAX recognition is enabled on your PBXware system, you can turn on FAX detection on your IVR by entering e-mail address in FAX Email field. This will automatically accept all FAX calls and send received FAXes to that e-mail address without any additional actions from sender.

With this option selected callers will have to enter starting letters of users first name in order to dial his extension.

With this option selected callers will have to enter starting letters of users last name in order to dial his extension.

If name is recorded in voicemail box by user, message will be played in IVR directory instead automated spelling.

PIN based IVR allows you to define large number of PIN numbers and matching destinations by uploading .CSV file.

PIN Expiry date allows PBXware administrator to define PIN expiry date, rendering it unusable after specified date.

Every PIN is assigned to a destination, which is dialed once PIN is entered.

PBXware supports TCP transport. With UDP, computer applications can send messages, in this case referred to as datagrams, to other hosts on an Internet Protocol (IP) network without prior communications to set up special transmission channels or data paths.

PBXware supports UDP transport. UDP provides reliable, ordered, error-checked delivery of a stream of octets between programs running on computers connected to an intranet or the public Internet.

PBXware supports SIP/TLS transport but it is important that clients also support TLS and that they are set up accordingly. TLS is cryptographic protocol that provide communication security over the Internet.

Tells the system to match Caller ID explicitly.

Tels the system to match Caller ID that starts with specified number.

Destinations used for Caller ID Validation and Routing can be set to same values available on DIDs.

PBXware extensions supports SIP and IAX2 protocols as well as DAHDI interface technology

Administrator have full control on what destinations, local or remote, PBXware extensions can dial. These rules can be applied to multiple extensions at the same time (through Service Plans) or individually per extension.

PBXware LCR (Least Cost Routing) section allows fine tuning of the systems trunks usage according to the price and quality.

Control your Caller ID for outbound calls.

Select preferred codecs on system, tenant or extension level.

Auto provisioning allows you to automatically configure your phones by pointing them to PBXware tftp/http address. In order to use auto provisioning you must use one of the devices from supported UADs list and configure PBXware extension with matching UAD and MAC address.

PBXware voicemail is an advanced answering machine that allow callers to leave voicemail message in case user is not able to answer the call. Although each PBXware extension is usually equipped with a voice mailbox, voice mailboxes can be created on their own.

PBXware offers multiple options to enable call recording, defining whether you would like to inform call parties that call recording is turned on or not. Call recording can be enabled globally, for entire system, or lower level per Tenant, DID, Extension, Ring group etc.

CV download gives you an option to export PBXware data in CSV format, allowing you to get information for data processing (queue statistics), or for importing data to another PBXware (billing prices for different destinations).

Departments section lists all of the departments present on your PBXware and gives you ability to edit or add new ones. Departments are used by Bicom Systems gloCOM to easily filter extensions by department they belong or to broadcast messages to specific department members only.

gloCOM Editions and Modules allow you to restrict extensions to only use selected gloCOM editions and modules. This prevents users from switching their gloCOM edition to one they should not be using from sheer curiosity, preventing extension that is supposed to use that particular edition from using it.

PBXware offer seamless integration with gloCOM desktop app, allowing users to save time and improve productivity.

gloCOM mobile app allows you to stay connected to your PBXware extension even when you are not in your office.

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

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

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

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

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

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

For advanced users PBXware allows custom modifications directly in dial-plan, allowing you to customize routing beyond settings available in PBXware.

Allows you to define maximum number of users that can join the conference.

Integration with gloCOM allows you to create dynamic conferences by dragging users into an active call.

Enables you to define Conference PIN all users must enter in order to join conference.

Enables you to define Conference Admin PIN to authenticate user as a Conference Admin in order to assigns administrative privileges.

Enables you to define Conference Marked User PIN to authenticate user as a Marked user in order to assign set of privileges.

If conference is set up to be used with Dynamic PIN Prompt it will enable first user that call the conference to set a PIN number that will have to be entered in order to join that conference. After conference call ends, and all users leave the conference room, PIN is reset.

When joining new conference members will be asked to say their name and press the '#' key before they enter the conference, name will be recorded and played to other conference members when a caller joins/leaves the conference.

Turning on this option will announces the number of conference participants to a new conference member. "There is currently one other participant in the conference."

When marked as conference admin users are able to perform several actions:

It is possible to assign conference privileges on extension basis. Available control options for each member are:

All users need to provide PIN in order to authenticate when accessing voicemail.

It is possible to enable all voicemails to be sent to e-mail address assigned to extension.

Users are able to record and play their personalized messages to callers when they are busy or unavailable.

If enabled, callers are allowed to reach operators extension by pressing 0 once they are forwarded to voicemail.

If sound files in language other than english are uploaded to PBXware alongside default english language prompts, it is possible to set voicemail prompts to be played in preferred language.

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

MWI option will inform user that they have voicemail message waiting by activating new voicemail message indicator on their phone or gloCOM desktop client.

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

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

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

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

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

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If permitted by assigned Service Plan users can edit their Destinations Permissions from Online Self Care portal.

Online Self Care portal allows end user to modify extensions email address, password and PIN.

End users can download and listen received voicemail messages and modify voicemail settings for their extension from Online Self Care portal.

Online Self Care portal allows end users to see their call records, filter them by date, time and caller ID, print or email CDR search results.

In addition to checking their CDR records end users are also able to listen and download their Call Recordings from CDR page in Online Self Care portal

If permitted by PBXware administrator users can edit Enhanced Services settings from their Online Self Care portal.

Destinations can be set as a Remote Access destination in order to allow users to log in to their extension and make calls from it as if they were using their desk-phone.

Voicemail can be assigned as a Remote Access destination in order to allow users to check their voicemail when not in the office.

Voicemail can be assigned as a Remote Access destination in order to allow users to log in as agents even if they are not using PBXware extension.

Destination, different from the one set on IVR, where calls will be forwarded according to Operation Times rules.

You are able to define specific day/time range when calls will be forwarded to custom destination.

You are able to define day/time range after which forwarded after working hours.

You are able to define default destination where calls will be forwarded during closed dates.

Create custom greeting and assign it to Operation Times to inform customers that their call will be forwarded to a different destination because your office is closed.

Ring All ringing strategy will ring all available agents at the same time.

Linear ring strategy will ring available agents one by one.

Least Recent ring strategy will ring available agents with least answered calls.

Fewest calls ring strategy will ring available agents with fewest calls received.

Round-Robin with memory ring strategy will ring available agents one by one but it will continue where it left off once call was answered.

Random ring strategy will randomly ring available agents of the same penalty unless all agent of that penalty are busy, when it will move to agents with higher penalty.

Enable Confirm Calls option to allow ring group members to be asked whether they would like to accept or reject the call coming from the ring group.

Ring strategy All will ring all available extension at the same time.

Round ring strategy will ring each available extension in specific order.

Round Memory ring strategy will ring each available extension in specific order but it will begin with the extension that was last to ring on previous call.

Least Recent ring strategy will ring extension with least answered calls

PBXware allows you to set up your ring group so phones use a different ringing sound if calls are coming from ring group.

Allows you to append preferred string to incoming caller ID number in order to distinguish calls coming from ring group from other calls to extension.

Custom greeting can be played to callers once their call enters the ring group.

Exit digit can be set to transfer ring group call to destination assigned as "Exit Destination", usually an operator extension.

PBXware Trunks/Gateways supports SIP and IAX2 protocols as well as DAHDI interface technology

DAHDI signalling support PRI, BRI and Analog PCI cards.

Every trunk on PBXware can have separate codec selection so you can make sure only allowed codecs are in use when call is passing through that trunk. Supported codecs: G.711 ulaw, G.711 alaw, G.722, G.723.1, G.726, G.726 AAL2, G.729, GSM, iLBC, Speex, LPC10, H.261 Video, H.263 Video, H.263+ Video, H.264 Video.

Trunks on PBXware support both SIP and IAX2 outbound registration.

DAHDI hardware supported: PBXware supports Digium Analog and Digital PCI cards:TDM10B, TDM11B, TDM12B, TDM13B, TDM20B, TDM21B, TDM22B, TDM23B, TDM2400P, TDM30B, TDM40B, TDM410P, TDM800P.

PBXware supports Sangoma Analog and Digital PCI cards, A500, B700, A200, A400, A601, A700, AFT-B600.

PBXware supports OpenVox Analog and Digital PCI cards: A400P/E, A400M, A810P/E, A800P/E, A1200P/E, A1610P/E, A2400P/E, D830P/E, D430P/E, D230P/E, D130P/E, D410P/E, D210P/E, D110P/E.

Support for Xorcom Astribank VoIP gateway.

This option is used to fine tune functionality of the DID by adding rules which send the calls to different destinations based on Caller ID.

Allows you to append preferred string to incoming caller ID number in order to distinguish calls coming from specific DID from every other call.

Call recording can be enabled on DID as well as on several other places on PBXware, however, If enabled on DID, call recording will have entire length of the call in a single sound fie, even if call was transfered more than once.

Queue priority option allows you to assign certain level of priority for calls that are being forwarded to Queue. Set up a queue priority level to give calls higher or lower priority compared to calls entering the queue from other destinations.

Enables you to force specific codec to be used for all calls that come to a specific DID.

If you calls are being directed a trunk, it is possible to define number of digits which will be stripped from the beginning of the incoming call number.

CSV upload in DIDs page allow you to create large number of DIDs by simply uploading .csv file with DID numbers and preferred settings.

CSV Download in DIDs page allow you to download full .csv file with DID list and its defined settings.

Assigning Extension as a destination for DID would allow users to receive calls directly on their extensions.

Multi-User Extension is used for DID forwarding, in cases where remote system trunk is registering to PBXware extension. This will allow PBXware to pass inbound calls to remote PBX system.

Setting IVR (Interactive Voice Response) as a DID destination will enable callers to choose one of multiple available selections by entering assigned number on their phone keypad.

When set as a PBXware destination calls will be forwarded to Queue where they will wait until they are served by available Agent.

Calls to DID can be forwarded to extensions voicemail directly, even if user is available.

Setting Conference room number as a DID destination will allow callers outside the company to join conference calls by dialing DID number.

Remote Access can be set as a DID destination in order to allow users to make calls from their extension even when they are not in the office. When user dials DID number set to use Remote Access he will be asked to enter extension number and PIN. Once user is authenticated he can make calls to allowed destinations, check voicemail or even log in as queue agent.

When trunk is set as a DID destination PBXware will act as a gateway and pass the calls to specified trunk.

Set Fax to E-mail as a DID destination if you would like to receive faxes on PBXware. Fax will be sent to e-mail address (if SMTP server is configured on PBXware) and saved on PBXware where it can be downloaded from FAX section.

You can set External Number as a destination to forward the calls to numbers that are not terminating on PBXware, for example users cell phone number.

Setting Phone Callback as DID destination allows users to make calls from remote locations through PBXware without being charged. If user calls a number which is configured as a DID on the system, system will match users caller ID, hang up and call the user back, prompting for the destination to be called. This option requires additional settings in Phone Callback Enhanced Service.

When used, Deny Access destination plays a busy sound to the caller.

Operation times is feature that enables you to forward DID calls to a destination different from the one that is set in DID, based on date, day and time.

Creating multiple service plans enables you to easily assign or change call prices, enhanced services or destinations permissions for extensions.

You can easily manage inbound calls billing on DIDs by assigning Billing Extension number, and deduct funds from its account balance.

Extensions panel in Monitoring section will give you an overview of current status of extensions, what user agent is registered to extension, if extensions are online or offline, and which extensions are on call.

Trunks monitoring panel will display trunks current status (online/offline) and IP address of remote system trunk is registering to.

Conferences monitoring panel will display a list of available conferences, total activity time in the conference as well as list of active conference members.

Queues monitoring panel will display information on Agent status (Unavailable, Idle, On call), statistics on queue calls etc.

Queues panel offers same information as Queues monitoring section, except information in it are adapted for displaying on large screens.

Live channels monitoring panel will display information on active channels and it will allow administrator to monitor, transfer and hangup calls, as well as to see details on selected live channel.

Queue monitor displays number of calls that were answered in queue

Queue monitor displays total number of abandoned calls

Queue monitor displays total number of calls that entered queues

Queue monitor displays total number of calls waiting in queue

Queue monitor displays average time calls were waiting in queue

Queue monitor displays information on agents that are logged in

Queue monitor displays information on agents on call

Queue monitor displays information on idle agents.

Queue monitor displays information on agents that are not logged in

Queue monitor displays information on agents that are in not ready state.

CDR search and filters allow you to narrow your results to locate specific CDRs more easily.

Listen call recordings for specific call by locating specific CDR and downloading attached sound file.

PBXware allows you to delete call recordings from Reports page.

You are able to make calls from CDR page by selecting one record, picking up one of call parties and entering extension number you wish to use to make the call. Selected extension will ring and once you answer, call to destination chosen in CDR page will be initiated.

Click Print icon to print out CDR records that are displayed on current page.

Click E-mai icon and enter e-mail address you want to send CDR records to.

CDR page offers additional call information for easier debugging. To see detailed information about call, click Advanced icon, select check box for CDR in question and click CLIR icon to open popup window with full call report.

Click Download CSV to download .CSV file with CDR records based on your search.

The CDR summary is used to calculate the total cost of calls of the selected extension(s). You can select the date range in which you want the total cost for your chosen extensions, and also group them by one of four grouping methods.

Daily statistics display total number of calls per day for selected date range.

Compare section allow you to compare statistic per day/month range by selecting Date range filter.

Compare section allow you to check call duration per month by selecting month range filter.

Extension section allows you to check call statistics per extension.

Easily upload, download and convert sound files from PBXware web interface or with PBXware Sound Converter desktop app.

Easily assign different Music on Hold classes to queues, IVRs and even extensions.

Group sound files in MoH classes

Add multiple sound files in single MoH class and enable random, to avoid playing same sound file to callers.

Routing mode where routes are based on E.164 numbering rules.

Simple routing mode allows you to manually set routes per number of digits dialed.

Disable specific routes to prevent callers from dialing numbers in those routes.

Special Routes feature allows PBXware administrator to add special services numbers that will be distinguished from extensions numbers (even if they have same number of digits) and dialed through specified trunk, simillar to how Emergency Services numbers are dialed through Emergency Trunk.

Billing rates can be set per Destination group.

Time based dialing allow administrator to set up different billing prices for specific times of the day.

You are able to set up Minimum charge that will be applied to each call regardless of call duration.

Charge applied to any call that leaves the system, regardless if call was answered or not.

Adding number of Inclusive minutes to Service Plan will enable callers to spend that time on calls to routes that have Inclusive minutes enabled, free of charge.

Assign specific billing increment to your Service Plan or route to fine tune billing.

Voicemail box is accessed by dialing *123 on phone connected to users extension. In addition, to access voicemail box from other extensions on PBXware, users can dial *124 and then authorize with personal extension number and PIN.

PBXware allow users to enter range of access codes to log in/out agents, pause them or put them in not ready state.

When enabled in enhanced services users can start call recording at any point in live call by dialing *159

Users can dial *399 to relay voice message to predefined set of extensions. To page single extension users have to dial *400 followed by number of extension they would like to page. Some phones require additional setup in order for speakerphone to activate automatically when device is paged.

Dial *130 followed by short code assigned to number you frequently dial in order to initiate speed dial to specified number.

Other network feature allow you to force calls to go through specific trunk by entering assigned number that can be 1-3 digit in length. If Other Networks option is set up to be used with numbers longer than 1-digit, access code *188 must be entered before assigned number and this is followed by the number caller wish to dial. For example, if you assigned 231 as an Other Network number for Trunk D, to force call to go out through that trunk you must dial *188 231 followed by number you wish to call.

Dial *71 on your extension to enable call forwarding rules predefined in extensions enhanced services. To disable call forwarding dial *72.

Dial *510 on your extension to enable Group Hunt rules predefined in extensions enhanced services. To disable Group Hunt rules dial *511.

You are able to block your Caller ID by entering *67. Blocking will be in effect until you use *68 to unblock caller ID. If you would like to temporary block your caller ID, dial *81 to block it for next call only.

Dial *520 on your extension to enable Follow Me rules predefined in extensions enhanced services. To disable Follow Me rules dial *521.

If you would like to park call to available parking slots dial *700 while on call. System will play notifications to what parking slot number your call was parked.

To perform system test for default music on hold class, dial *388 from your extension. If everything is ok you should be able to hear your MoH class playing without any issues.

Dial *301 on your extension to record greeting messages from your phone. Greeting messages recorded this way can be found in Sound files section under letter G and will be named greeting-DATE-TIME. Rename them to required format to use them with other PBXware elements.

Dial *555 to log in or log out hot desking extension.

PBXware supports T.38 standard for faxing over SIP.

PBXware supports sending of faxes from gloCOM desktop app or by FAX machine connected to ATA device.

Fax to E-mail option on PBXware allow you to receive faxes in digital form. In addition, connecting FAX machine to ATA device will allow you to receive faxes in conventional manner.

Preview faxes received using Fax to E-mail option in FAX section. Select between downloading them in TIFF or PDF format.

PBXware allows you to set general FAX settings for FAX cover page which will be applied on every fax that is sent from PBXware. Additional options are available in gloCOM desktop client.

These options allow PBXware to transfer all incoming faxes to remote system.

PBXware GUI allows creation of additional global administrator accounts.

To give customers management on rented tenants administrator can create lower level administrator accounts with tenant level administrative privileges.

PBXware GUI allows you to Set/Change date time format settings.

PBXware GUI is already translated to several languages but in case your language is not available, Bicom Systems will provide you with translation files that will allow you to translate PBXware GUI to your preferred language.

PBXware API is service that provides easy access to PBXware features and data over HTTP.

Restrict access to PBXware GUI by either adding IP addresses to a blacklist to restrict their access or creating whitelist to allow access to specific IP addresses only.

Branding allows you to customize PBXware GUI with your company logos and/or colors.

You can upload your company logo that will be displayed on PBXware login page.

Branding feature allow you to modify CSS files to visually adapt PBXware GUI according to your preferences.

We are offering option to change PBXware name to match customers preferences.

You can add, edit, configure and delete or list PBXware extensions through API queries. In addition to these options it is possible to manage extension billing through API.

List PBXware Trunks through API queries.

It is possible to add, edit, delete or list PBXware DIDs through API queries.

It is possible to add, edit, delete or list PBXware Ring groups through API queries.

It is possible to add, edit, delete or list PBXware IVRs through API queries.

It is possible to download CDRs and get information on billing amounts through API requests.

It is possible to list available PBXware Routes using API queries.

It is possible to add, edit, delete or list PBXware Tenants through API queries.

API queries can be used to list available service plans and list prices for available destination groups.

API queries can be used to list available destinations and destination groups.

Network configuration step in PBXware setup wizard allows user to set up or change PBXware network settings.

In this part of setup wizard administrator is able to set up or change default time zone on PBXware

PBXware setup wizard will allow you to create/change main administrator username and password.

Licensing section allows administrator to apply new or reapply current PBXware license if needed.

From Services control section administrator can stop, start or restart server services like PBX service, PBXware, HTTP service, Database service etc.

Configure your PBXware with mail account in order to send out notification e-mails to users and administrators.

G729 section of PBXware setup wizard allows you to easily insert G.729 codec licenses to your PBXware.

You can easily update or upgrade your PBXware server from Updates section.

Manually initiate PBXware backup or set up a backup to run daily by selecting option in Backup section.

If you are experiencing call quality issues because of high network load, you can set tag VoIP packets based on your preferred QoS settings.

PBXware supports HTTP/HTTPS provisioning with Polycom, Yealink, Cisco SPA, Panasonic and Obihai devices.

PBXware supports TFTP provisioning on all devices.

Support for Remote-Party-ID (RPID)

SIP debugging option adds additional layer of information for troubleshooting.

QoS settings on PBXware allow administrators to prioritize traffic in their local network, improving call quality in busy networks.

PBXware NAT settings allow you to configure settings according to network configuration on location from which devices are registering to PBXware.

Administrator can customize SIP registration settings to preffered values. It is possible to change settings for Length of incoming and outgoing registrations, Registration context, Registration timeout etc.

Supported codecs: G.711 ulaw, G.711 alaw, G.722, G.723.1, G.726, G.726 AAL2, G.729, GSM, iLBC, Speex, LPC10, H.261 Video, H.263 Video, H.263+ Video, H.264 Video

RTP timers define time period after which calls will be terminated if there is no RTP activity.

"There are three SIP timer parameters on PBXware: - Minimum roundtrip time for monitored host that defines minimum rountrip time for messages to monitored host (default 100 ms). - Default T1 timer is the estimated round trip time of an IP packet. By default, T1 is set to 500 milliseconds - Call Setup Timer - this timer defines period after which call will autocongest if response was not received. Default value is 64 * [T1 timer]"

Message Waiting Indicator (MWI) is a feature thats inform users that they have new voice mail messages. In its most common form, this feature lights a lamp on a phone to indicate the presence of a new or voice message.

PBXware enables you to make changes to subscription settings. You can use Allow Subscription setting to disable/enable subscription support, you can set specific context for SUBSCRIBE requests with Subscribe Context. enable disable Notify on RINGING or Notify on HOLD.

SIP video support.

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

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

• Integration with unlimited system extensions (SIP/IAX)

• Automatic integration with Microsoft Outlook 2000 and higher

• Call History

• Real time call notifications via pop windows

• Automatic contacts data update

• Automatic application updates notifications

• Clear debug information

• Full PBXware/SWITCHware integration

• Developer version available

• Multilingual Languages Support

• OEM versions available

More info.

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

AQMON allows call center agents and supervisors to monitor queues and agents' status in real-time. Agents can view real-time queue statistics on a large LCD screen. Supervisors, on the other hand, can monitor the comprehensive and detailed real-time statistics on agents.

agentCOM is a specialized call center application designed to create an easier day-to-day workload for agents in busy call centers. It enables agents to easily answer/reject/transfer calls, send messages to the supervisor, monitor queues, or interact with any web based CRM.

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

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

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

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

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

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

Support for ZenDesk 7.0 CRM.

Support for Zoho 14 CRM.

Support for Microsoft Dynamics 2015 CRM.

Support for Bullhorn CRM.

PBXware GUI supports working with Internet Explorer version 10 and later.

PBXware GUI supports working with Safari web browser.

PBXware GUI supports working with Google Chrome web browser.

PBXware GUI supports working with Firefox web browser.

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

(Please note: Upgrades to major software versions are not included in above)...

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

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

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