Switchvox Demo Server Guide

Congratulations on gaining access to the Switchvox demo server. Now you get to
take a test drive of Switchvox, the award winning, Asterisk-based, Unified
Communications system. Switchvox is a fully featured IP PBX and this demo server
gets you access to all of the great features including mobile applications, call
recording, ACD, IVR, conferencing and much more!

In order to help ensure that you have a great experience with the demo, we have
developed this guide. This guide is in place to help walk you through the three
Switchvox interfaces, the Admin Portal, the User Portal, and the Switchboard, so
that you feel comfortable navigating your way through Switchvox.

Here are a couple things to take note of before you jump into the demo:
1. This demo server is shared with other users so dont be alarmed by unknown
extensions or other information on the system.
2. You can connect SIP devices to the server to use for calling and SIP trunks if
youd like to make external calls. But be aware, other people will be able to
see your configurations and possibly use your trunks.

So lets get started!



How Switchvox is Organized

Switchvox is divided into 3 major sections: the Admin Portal, the User Portal, and
the Switchboard. All 3 sections of Switchvox are web-based and can be accessed
from any web browser. This provides two big benefits. From an IT perspective, you
dont have to worry about compatibility issues like which versions of Windows your
users have or which browser they prefer. It just works. From a business
perspective, it opens your company up to remote communications. Your users can
have the exact same interaction with the phone system as a user in the office as
long as they have access to your company network. Need to work from home, a
hotel room, or a Starbucks? No problem.

Another great feature of the Switchvox GUI is the ease of use. I think youll see that
Switchvox is leaps and bounds easier to setup and use than other phone systems on
the market today. Plus if you do happen to get stuck, the user and admin manuals
are available in the GUI! Just click on the ? next to any feature or term that you
need help with and the user or admin manual will launch in a separate window. So
you can compare things side by side!

Lets take a look at each section and how they are laid out. Lets start with the
Admin.


Admin Portal
The Admin portal is where system administrators can do the initial setup of the
system as well as make routine moves, adds and changes. The Admin is incredibly
easy to use with drop down menus and fields to fill in. No scripting or coding that
was common with legacy systems. One other really great feature with both the
admin and user portals is the in-GUI help. Well show you that in a bit. Lets take a
look at whats available in the Admin portal.

The Admin is broken up into four main menus: Setup, Tools, Reporting, and Server.

Setup: Setup is where the basics of the system are created and maintained. User
extensions, queues, phone assignments, inbound and outbound call routing and
providers are all set up under this tab.

Tools: There are really great features under tools including the robust and
powerful IVR, automated call recording setup, Switchboard panel setup and more.

Reporting: Switchvox includes a powerful reporting package. Reports and logs are
available to help you manage your productivity and profitability. From basic logs to
advanced call center level reports, data can be generated on the fly or scheduled to
happen automatically and emailed on demand.


Server: The server tab houses all the diagnostic, support and maintenance of the
server. Backups, updates, and network setup are performed here.

Here is a video that gives you great overview of the Admin.

Lets take a closer look at each tab.

Setup

Extensions
a-Manage: Manage is where all the extensions are created, modified and deleted in
Switchvox. An extension could be a user with a phone, a queue, a conference room,
or many other features in Switchvox.
b-Groups: Groups allows you to logically group extensions together to make future
changes and reporting easy.
c-Templates: Templates allow you to create a set extension setup to be reused.
This can save you a ton of time when creating extensions.
d-Permissions: Switchvox has great training features like monitor, whisper and
barge. Permissions is the place to determine who has these permissions over
whom.
e-Settings: Basic settings like the number of extension digits and password
strength are setup here.
Phones
f-Digium Phones: Switchvox becomes even more powerful when paired with Digium
phones. Digium phones are set up here and can be provisioned in less than 60
seconds!


Call Routing
g-Channel Groups: Set up T1/PRI/Analog channels here.
h-VOIP Providers: Provision you SIP trunks and peer two Switchvoxes in this
section.
i-Outgoing Calls: Set up how you dial out and which provider to use for what.
j-Incoming Calls: Determine where you want each DID to be routed.
Admins
k-My Account: Change the settings of your admin account
*In a full production system you will have a section called Manage Admins that
allows you to create multiple admins with different permission levels

Tools

PBX Features
a-IVR Editor: Switchvox has a very powerful Interactive Voice Response (IVR)
system that allows you to automate your call routing and messaging. Use it as a
simple auto attendant, create payment over the phone, or connect it to your
database to automate customer queries and information.
b-Time Frames: Create time frames like During Business Hours or holidays to
automate after hours messaging.
c-Call Recording: On top of being able to record on the fly with a Digium phone or
with the Switchboard, this call recording section allows you to schedule the
recordings so they record automatically.
Extension Features
d-Distinctive Ringtones: Upload and apply different ringtones for different types of
calls.
e-Switchboard Panels: Activate special Switchboard panels for Sugar and Salesforce
CRM as well as Google Maps


Media
f-Music On Hold: Upload your own music and company messaging to apply to your
IVRs and call queues.
g-Sound Manager: Record or upload all your greetings and call routing messaging.

Reporting

Call Reports
a-Concurrent Calls: Concurrent or simultaneous calls are the most important
variable with any IP phone system. Having an easy report to track this vital statistic
is a must.
b-Call Logs: Not only do our call logs keep track of all the calls, they give you the
details of every call down to who talked for how long, was the call transferred, etc.
c-Call Reports: Run detailed reports like total number of incoming/outgoing calls by
extension, queue, caller id or incoming DID. Run by day, hour of day or total.
Deliver the report as a chart, raw data, to Excel or XML to further customize.
Queue Reports
d-Queue Reports: Run call center level reports including abandoned, redirected and
completed calls.

Custom Reports
e-Scheduled Reports: Schedule your reports to be generated and delivered to your
email automatically when you need them.


Server

Diagnostics
a-Diagnostics: Here are all the tools to help diagnose any issues with connections,
calls, or server issues. You can also grant access for Digium tech support to remote
access your system when you purchase.
Maintenance
b-Backups: Backups can be created on the fly or scheduled to happen
automatically. You can pick the time and ftp server to for the backups to land.
c-Updates: Digium releases 2-3 major feature releases a year and you can update
the system here.
Networking
d-Networking: The networking section provides all the tools necessary to integrate
Switchox into your existing network.

**Please note that there are several menus that are not available on the demo
server. Those menus include:
Manage Admins section does not exist
Access Control is unavailable
IP Configuration section is unavailable


User Portal
The User portal allows each Switchvox user to have some control over their
personal extension settings. It is web-based as well, thus allowing for remote user
usage. Giving users some control can take a burden off your system administrator
as they will not be responsible for every user change. However, almost every
feature within the User portal is permission based so you can lock them down if you
want to restrict it.

The User portal is set up in a very similar way as the Admin with three main tabs:
Features, Voicemail/Fax, and Reporting.

Lets take a closer look at these tabs.



Features

Features
a-Call Rules: Call Rules allow a user to set up find me/follow me rules. Forward
calls to other users, to your cell or home phone easily.
b-Phonebooks: Create Switchboard phonebooks and add/remove users to existing
phonebooks here.
c-Converged Phones: Attach your mobile/home phone to your extension here to
give you access to the in call menu. This menu allows you to transfer calls from
your desk to mobile and visa versa, record calls from your mobile and more.
d-Conference Room: Each individual can setup their own conference room here.
e-Phone Features: Here users can control features on their phone. There are many
more options for Digium phones than there are for 3rd party.
f-Time Frames: Each user can create personalized time frames to attach to call
rules. For example, a user can create a lunch time frame from 12-1 and attach that
time frame to a call rule that forwards all calls to their mobile.
g-Status Options: Users can create custom statuses that can also be attached to call
rules.
Account
h-My Account: Here, personal information can be changed or added such as
location, email address and language.
i-Additional Numbers: Add personal numbers here to give other users access to
them in their phonebook.


Voicemail/Fax

Voicemail/Fax
a-Mailbox: Each user can access and listen to their voicemail and faxes. They can
also easily forward voicemails to other users.
b-Voicemail Options: Set your personal voicemail settings including adding an email
address to create voicemail/email.
c-Fax Options: Tell Switchvox what email to send faxes to.

*Faxing features are only available after the fax license and software has been
installed.


Reporting

Reporting
a-Call Logs: Run a log on your extension that shows detailed information on every
step of the call.
b-Call Reports: Generate a report on your productivity. Track incoming, outgoing,
and total calls.


Switchboard

Switchboard is a fully customizable, interactive productivity tool that allows users

to get a birds-eye view into what is going on with the phone system and much,
much more. Users can also take advantage of Unified Communications features like
presence and instant messaging here in the Switchboard. Here is a video
introduction to the Switchboard.

The Switchboard is broken up in to panels, which can be customized. They can be

added, removed or resized to create an individual experience for everyone. Panels
can also be created to integrate with third party applications like CRMs, ERPs and
more. Heres a view of the Switchboard and description of the included panels.


The Switchboard

a-Phonebook: The phonebook houses your personal contacts. With these contacts,
you can view their presence, see if they are on the phone, instant message, click to
dial, drag and drop to transfer, and more.
b-Parking Lot: Parking lot is a centralized holding tank for calls on Switchvox. You
can drag calls from your Current Call panel to the parking lot and everyone on
Switchvox can see the calls holding and click to answer them.
c-Current Calls: This shows your active calls. Here you can view caller ID, put the
call on hold, or record the call on the fly.
d-Directory: Dynamic search directory. When you get the name you want, you can
click to dial or drag and drop to transfer.
e-Chat: instant message anyone from any site.
f-Custom Panels: Create custom panels that integrate with your systems and get
vital information to your employees before the call gets answered.
g-Salesforce/Sugar CRM: Switchvox comes included with built-in Salesforce/Suger
panel. Account information will populate on incoming calls.
h-Real-time Queue Statistics: Get your call center statistics in real-time!

If youd like to see a personal demo of the Switchboard in action, click here.