This step-by-step guide leads you through the process of activation and setup of the Wildix system, adding users, provisioning of devices, Dialplan configuration.


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<span class="page-title-pdf">WMS Start Guide</span>



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This step-by-step guide leads you through the process of activation and configuration of the Wildix system.

WMS version: 5.0X / 4.0X 

Updated: June 2020

Permalink: https://confluence.wildix.com/x/VAQ8AQ

Introduction

This guide will lead you through the process of PBX installation, starting from PBX installation and activation, and ending with practical Dialplan examples for call routing.  


Important: this guide does not explain all the features of the system. You can learn more about 

Wildix PBX integrated software consists of two components: WMS (Wildix Management System) for PBX administration and Collaboration user interface. Another important component of the system is WMP (Wildix Management Portal). Below more information on each component.


WMS

PBX admin interface accessible via the browser, allowing you to set up and program the system. WMS provides the access to the following settings:

Collaboration

User interface for access to UC&C, completely web-based and accessible via the browser; requires at least Essential license. Additionally, you can download mobile apps for iOS/ Android from App store / Google play market.

WMP

Accessible at https://my.wildix.com/. Wildix PBXs should connect to the WMP server for:

In addition WMP is an important Partner resource for making orders, creating offers, opening support tickets, etc.

Wildix Licensing

Wildix offers three type of PBX appliance:

Wildix currently the following type of licensing:

In this guide it will be explained how to activate a Hardware PBX Per User and a Cloud PBX.

More information on Wildix licensing and licenses activation: https://confluence.wildix.com/x/twM8AQ 

Useful links:

Connection and HTTP(s) access (Hardware PBX)

Connection

Access is possible via HTTP(S) / SSH or via RS-232 serial port.

Proceed as follows:

  1. Insert the USB Memory Key (WKEY2GB) into the USB port of the PBX
  2. Power on the PBX (connect the PBX to the power supply and move the switch situated on the front panel to the “1” position)
  3. Connect the PBX to the Switch (use WAN port) or to your PC (use LAN1 port) via RJ-45 network cable

HTTP(s) access

Default settings of Ethernet ports

Port

1

2

3

4

Type

WAN

LAN1

LAN2

LAN3

DHCP

Client

Server

Disabled

Disabled

IP

Dynamic

10.135.0.1/24

Disabled

Disabled

Access WMS interface

  1. Open the browser (recommended: the latest version of Chrome)
  2. Type https://PBX_IP or http://PBX_IP (recommended mode: https) into the URL bar, example: https://10.135.0.1/
  3. Enter the credentials for the first time access:

Choosing a network scenario

You can set up the network parameters of the PBX based on the selected network scenario:

Below the most common network scenarios are described. 

Separated data and voice networks 

In this scenario the PBX is used as the DHCP server for telephone (voice) network and releases the IP addresses to all the devices (phones, media gateways) belonging to its network; eth0 interface is set up as DHCP client, eth1 must be set up with static IP and as DHCP server. Default settings of ETH1 interface is 10.135.0.1. 


Go to PBX Settings -> System -> Network:

  1. Select the WAN eth0 interface and make sure the option Get the address from the DHCP server is enabled:


  2. Select the LAN eth1 interface, set the static IP (Default: 10.135.0.1/16):


  3. Click Apply the network settings
  4. Check the address of the WAN eth0 interface to know the new IP address of the PBX

Shared data and voice network

In this scenario telephone and data share the network with the PBX; the single interface used is eth0, the IP address is released by the DHCP server in the network. Check the leases of your DHCP server to know the IP address released to the PBX.


Go to PBX Settings -> System -> Network:

  1. Select the WAN eth0 interface and enable the option Get the address from the DHCP server. Two other interfaces remain disabled:


  2. Click Apply the network settings
  3. Check the leases of the DHCP server to know the new IP address of the PBX

Separated data and voice networks with traffic shaper

In this scenario the PBX is used to keep telephone and data networks separated, making use of the third eth2 interface to create the bridge between eth0 and eth2 interfaces, while the third interface eth1 is reserved for a separate network. It is possible to set up the bandwidth upload and download limits on the WAN eth0 interface - in this way you can control the bandwidth used by WAN eth0 port and allow the PBX to manage intelligently the bandwidth for communication with VoIP operators and remote phones with priority given to the traffic generated on the LAN eth1 port. 

Go to PBX Settings -> System -> Network:

  1. Connect the second Switch to the LAN2 port of the PBX
  2. Select the WAN eth0 interface and enable the option Get the address from the DHCP server:


  3. Select the LAN eth1 interface, set the static IP (Default: 10.135.0.1/16):


  4. Click Enable traffic shaper eth0-eth2
  5. Click Apply the network settings
  6. The bridge between WAN eth0 and LAN eth2 interfaces is created, with a dedicated separated network on the LAN eth1 interface

  7. The interfaces eth0 and eth2 are no longer present on the page, the interface wbr0 is used as WAN which keeps the same settings of the eth0 interface (either static IP or DHCP client)

  8. Select the WAN wbr0 interface and set up the bandwidth limits for Downlink and Uplink:


  9. Click Apply the network settings
  10. Check the address of the WAN wbr0 interface to know the new IP address of the PBX

PBX Activation and first time WMS access

Creation of Per User PBX on WMP

Proceed as follows:

  1. Connect to WMP using your credentials

  2. Go to Customers tab; to create a new PBX, you first need to add a customer (if it does not exist yet); click Add:


  3. Create a new customer (company): fill in the fields and click Save:


  4. You need to create at least one contact: fill in the fields and click Add:


  5. Now you can proceed with adding a new PBX: go to PBXs tab: 


  6. You are now under PBXs tab, click + to add a new PBX:


  7. Fill in the fields:

  8. Click Add; your PBX has been created:


For Cloud PBX: wait for approximately three minutes before proceeding, your PBX will be activated automatically. Virtual and Hardware PBXs must be activated manually: PBX Licensing and Activation Guide.


WMP Intro Video

https://fast.wistia.com/embed/medias/vpvdep1bwe


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First time WMS access

WMS access

For Virtual PBX: before proceeding, follow the guide to deploy PBX image: 


Proceed as follows:

  1. Open the web browser (recommended browser: Google Chrome updated to the latest version)
  2. Type the PBX IP address (https mode is recommended), example: https://10.135.0.1/ (for LAN1) or PBX name set on WMP (Cloud PBX), example: https://mycompany.wildixin.com 

    Note: For access by default local IP 10.135.0.1 where your PC is connected to the LAN1 port, your PC must be in the same network segment as the PBX.


  3. Enter the credentials for the first time access:



Note: To change the language of the WMS interface, double click on the “admin” user and select the language from the list.


Important! Before proceeding, it is necessary to change the admin password. This admin user is the “super admin” - the only user with full access to all the levels of the system management.

Change admin password

Proceed as follows:


Note: You can also compose your own strong password, consisting of at least 8 symbols, at least 1 uppercase, 1 lowercase, 1 digit, 1 special character.


Note: This password is used by the admin user to access the WMS interface, while SIP/VoIP password is used to register and assign remote devices.



Upgrade WMS to the latest stable release

Go to WMS Settings -> Tools and utilities -> Upgrade.

To upgrade the system, proceed as follows:




For Hardware/ Cloud PBXs: you need to first upgrade your PBX to the lastes WMS4 version and then update it to WMS5:

  1. Enter the following name of the repository into the field Upgrade repository: rel40 
  2. Click Save
  3. Click Perform upgrade to update your PBX to the latest WMS4 version
  4. Enter the following name of the repository into the field Upgrade repository: rel50 
  5. Click Save
  6. Click Perform upgrade to update your PBX to WMS5 version





PBX Activation (Hardware, Virtual PBXs)

Cloud PBXs are automatically activated after they are created in WMP (see chapter Creation of Per User PBX on WMP).




Your PBX is now activated:


Introduction to WMS

After you have successfully activated the PBX and changed the admin password, let’s take a closer look at the WMS interface.


Main menu:


Secondary (top) menu:



Ability to view the list of blocked IPs and unblock them is limited to the "admin" user





Basic WMS settings

In this chapter we will see the basic settings which you should pay attention to before proceeding with PBX configuration.

For the basic settings of a PBX residing in the USA, please refer to Basic PBX Settings USA.

Time & date

Go to WMS Settings -> System -> NTP Server.

Make sure that the time and the date of the PBX are correct and are synced with the NTP server.

Language & Region

Go to WMS Settings -> PBX -> Language & Region.

Select your settings for:


Click Save to apply the changes.

Remote Support

Important: Remote support for Cloud PBXs is removed starting from WMS 4.0X.

Go to WMS Settings -> Tools and utilities -> Remote support.

Make sure that the Server status is started:

The following IP ranges are now used by Remote Support server (make sure they don’t collide with your internal network ranges): 

For remote support it is necessary to open access to external server vpn2.wildix.com on the following ports on our firewall/router:

More details on ports used by different Wildix services: Ports used by Wildix services.

Activation & Licenses

Go to WMS Settings -> Tools and utilities -> Activation / Licenses.

Make sure that the PBX and the Additional services are activated:


To refresh the licenses you enabled on WMP, click Refresh via Internet.

Storage services (Hardware, Virtual PBX)

Go to WMS Settings -> System -> Storages.

The USB key you have inserted into the PBX serves to store such data as Voicemail messages, call recordings, faxes, CDR, CTI data, etc. It is recommended to store the Backups on another USB drive or on a Windows / NFS Share, to be able to restore the system in case of the primary USB drive’s failure.

The first section Storage Device displays the storage devices mounted at the system startup with the relative table of the partitions and the usage of the specified partition.


Click Initialize under Action column to start the partition and formatting procedure of the storage device.

Click + under Action column to add partition for each Service.

It is possible to use a storage server such as Windows Share or NFS Share: click Add NFS/Windows share  a storage server.

More details: WMS Settings Menu Guide.

System Backup

Each time before proceeding with the system upgrade, it is necessary to create a backup.

Go to WMS Settings -> Tools and utilities -> Backup system.

This menu allows you to create and download the system backup and set up a scheduled system backup.

To create a backup:


The tab Scheduled backups allows you to set up a scheduled system backup (daily / weekly / monthly) to share, FTP or mail. Configuration example:


More details: WMS Settings Menu Guide

PBX upgrades

Go to WMS Settings -> Tools and utilities -> Upgrade.

Note: Each time before performing the upgrade you are prompted to create a backup!


The upgrade procedure is described in chapter Upgrade WMS to the latest stable release

Available repositories for upgrade: 

Downgrade is not supported!

DHCP Server (Hardware, Virtual PBXs)

Go to WMS Settings -> System -> DHCP server.

If in the chosen network scenario PBX is used as the DHCP server to assign IP addresses to devices, check that the options of the service are enabled with the correct settings:


DHCP server is integrated for auto provisioning of supported devices. It’s possible to enable the server for the initial configuration of the devices and successively disable it, otherwise to enable the parameter Deny unknown clients.

Parameters:

All the IP addresses which DHCP server has assigned to devices, appear in the Leases table below.

Detailed information can be found in WMS Settings Menu Guide.

SMTP Client

Go to WMS Settings -> System -> SMTP client.

SMTP client enables the PBX to send email notifications about new voicemails, missed calls, chat requests, call recordings, faxes, etc.

For Cloud PBXs, you can use the default server provided by Wildix:

  • Check the box Default settings

  • Click Save


To add a new SMTP profile, proceed as follows:



Note: in case you are encountering problems while creating an SMTP profile using Gmail client, read the guide: WMS Settings Menu.

Fax server

Go to WMS Settings -> System -> FAX/SMS Server.

Wildix PBXs have the integrated FAX/SMS server. In this menu you can add a Fax Server profile which enables Fax2Mail, Mail2Fax, Mail2SMS services and fax / SMS sending via Wildix Collaboration.

Note: SMS sending is possible either through a third-party provider using CURL SMS sending, or using a W01GSM media gateway. More details: WMS Settings Menu


To enable FAX/SMS server, proceed as follows:



The PBX checks the mailbox and once any new email corresponding to Mail2Fax, Mail2SMS or Fax2Mail parameters are found, the system forwards it to the specified destination.

More information on Fax Server: FAX/ SMS Server Quick Admin Guide.

Call & chat history

Go to WMS Settings -> PBX -> Call and chat history.

To be able to store call and chat history, you must enable a CDR backend. You can also enable contact notes and set up different options that allow auto-deleting of old calls, chats, voicemails and recordings after a specified number of months. Detailed information can be found in WMS Settings Menu Guide.

Note: for Cloud PBXs you don’t need to specify a backend, just make sure that the box Enabled is checked:



Wildix PBX supports three CDR storage modes:

Important: for PBX with 90 and more users under high load, external server (MySQL or MSSQL) is recommended.


To enable CDR backend, proceed as follows:



For each backend there is a log shown in the right part of the screen, with the actual status and eventual errors.

After you have enabled the backend for saving CDR, the PBX can save the calls and chat history.

Calls history can be accessed from Collaboration, WP, iOS / Android apps (W-AIR shows only local call history).

SIP-RTP

Go to WMS Settings -> PBX -> SIP-RTP

The default parameters present on this page are set up in accordance with VoIP protocol.

Check the following parameters:


Click Save to apply changes. More information on SIP-RTP settings can be found here: WMS Settings Menu Admin Guide.

Dialplan General Settings

Go to WMS -> Dialplan -> General Settings.

This menu allows you to set up the default parameters for calls management. The default parameters present on this page should be changed in case the operator requires it.

Parameters:

WMS Network

Introduction to WMS Network

WMS Network is a secure intra network, which enables the colleagues located in offices to collaborate in one transparent and automatic environment.

WMS Network is normally deployed in these situations:

Wildix system supports Hybrid scenarios, where Hardware, Cloud and Virtual PBXs can be connected in the same WMS Network.

Sharing of Wildix licenses is possible in WMS network. More information: https://confluence.wildix.com/x/twM8AQ

In this guide we will show how to deploy the WMS Network for a multisite scenario.

Key features of WMS Network:

Server and Client configuration

If PBXs are remote and communicate via Internet, it’s necessary to allow outgoing traffic on 443 TCP (or custom secure port) and 1194 UDP on firewall / router on the side of the Client PBX towards the Server PBX.

Go to WMS Settings -> PBX -> WMS Network.

Server configuration:

Click Start to enable WMS Network:


Client configuration:

Click Start to enable the Client mode on this PBX:


Go to WMS Users -> PBXs: now you can view all the PBXs in your WMS network and click on the Host name to connect to any of these PBXs.


Enabling Client mode on a PBX that has been previously in use will delete all users and groups from the Client; read how to prevent this from happening: WMS Settings Menu Guide


All the PBXs belonging to the same WMS Network can have only one admin user, which is the admin user of the Server PBX.

Adding / importing users and phonebooks

Starting from WMS version 4.01.44168.28, it is required to set licenses per each user! Consult Assign correct license type to each user for detailed information. 

In case the number of licenses used was exceeded, users do not lose access to any functionality, but the system administrator is informed with the notification:

The system administrator can also check the number of licenses bought and used in WMS Settings ->  Tools and utilities -> Activation / Licenses.

Users can be added manually or imported from MySQL / MSSQL, LDAP / AD, Google, Office 365, Exchange Server, CSV file, Zoho CRM or other sources.

Adding users manually

Go to WMS -> Users.

It is possible to add users of different type:

To add a user, click + and enter the parameters into the table:

Difference between Group and Department fields:

  • Group field assign user to a certain ACL group; ACL is a set of user permissions; you can change ACL permissions of groups in WMS -> Users -> Groups; more informationACL rules and Call classes management - Admin Guide
  • You can decide to group users in Collaboration -> Colleagues menu either by Group or by Department field, but Department field doesn't affect users ACL permissions

Click Ok to save a new user:


Users are displayed in the table:


The first column displays an icon representing the user type:

The second column displays the user's device SIP registration status, which can be:

Important: SIP registration status indication displayed in WMS - Users is not a substitution for Wildix Collaboration user presence status indication. 

At the moment the status is grey, because users have no devices registered to their accounts and none of them is connected to Wildix Collaboration.

Description of parameters:

Set user passwords

The first time you connect to the WMS, you are required to change the generic admin password.

System automatically generates strong passwords for each new user, and it is not necessary to change them.

To send access credentials to users, the admin user should select the user (users) and click Send Welcome Message from WMS -> Users.

Users can change their passwords from Collaboration interface (Collaboration Settings -> Personal).

Only the admin can set passwords for other users with admin rights (users of admin type).

To set user passwords, select a user in WMS -> Users and click Set passwords:


For security reasons, this configuration window allows only setting new passwords, but it doesn’t display previously created passwords.

Otherwise enter your own strong password into the fields, consisting of at least 8 symbols, at least 1 uppercase, 1 lowercase, 1 digit.

Click Ok to apply the changes.

User preferences

To edit user preferences, select a user and click Edit preferences from WMS -> Users.

Note: Many of the settings present in this menu, can be modified directly by user from Collaboration -> Settings; Call features can be also modified from WP and via Feature Codes (more information on system feature codes: Feature Codes and Pre answer Services Guide).


Features: call features for different call classes

Call classes can be set for Contacts in Collaboration -> Phonebook, more information in Collaboration user guide (Phonebook chapter): Collaboration 5.0X / Collaboration 4.0X

It is also possible to set the call class via Dialplan applications Set / Jump to if call type is, more information in Dialplan applications guide: Dialplan applications Admin Guide.


Settings: user personal settings

Roster: select the users which appear in Wildix Collaboration -> Colleagues; move users from Available to Selected section.

Import of users and phonebooks

Wildix system supports import of users and contacts from different resources, to name some of them:

Import of users can be done only by the admin user: go to WMS -> Users, and click Import.

To import phonebooks, go to WMS -> Users -> Phonebooks, and click + to add a new backend and to import the phonebooks and to set up a scheduled job.

For more information about configuration of each backend read the guide Import of Contacts and Users.

Provisioning of devices

Provisioning modes supported by Wildix PBX

Wildix PBX supports different provisioning modes:


Note: It is possible to assign unprovisioned devices to users.

Available only for devices added via Remote Provisioning (Semi-automatic mode) or WMP. Refer to this chapter for detailed information about assigning to users.


More information on Wildix provisioning: Provisioning of Wildix devices Admin Guide.

In this chapter we will learn how to provision:

For provisioning of Vision/ SuperVision, see chapter Provisioning and login of Vision / SuperVision.

WMP provisioning (Hardware, Virtual, Cloud PBX)

Thanks to this provisioning mode, Wildix Partners can assign Wildix devices to the PBX directly via the WMP.

After you have ordered the devices and they have been shipped to you, proceed as follows:





How to understand that devices have been provisioned:

Watch the video tutorial:

https://youtu.be/kAvKgv1Rz3Y



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Auto-configuration via auto.wildixin.com (Hardware, Virtual PBX)

This mode is available for Wildix devices located in the same network as the PBX.

Features:

Network configuration requirements:

Make sure the option in WMS Settings -> PBX -> SIP-RTP, Auto add new devices in local networks is enabled: when it's enabled, devices are added and provisioned automatically in local networks.

For auto-configuration of DaySaver, read the guide Provisioning of Wildix devices

If all the requirements specified above are respected, proceed as follows:

Auto-provisioning - Automatic mode (Hardware, Virtual PBX)

Auto-provisioning mode is available for Wildix devices connected to the local LAN or remote network (VPN). 

Proceed as follows:





Remote provisioning - Semi-Automatic mode (Hardware, Virtual, Cloud PBX)

Remote provisioning mode is recommended for provisioning of remote / unreachable devices behind NAT/ Firewall.

Proceed as follows:



Copy the link address of the Provisioning URL
Provisioning link format:
http://[PBX_IP]/?action=setaps&config=xml (W01GSM)
http://[PBX_IP]/?action=setaps
(other devices)




Consult documentation for remote provisioning of each Wildix device: Remote Provisioning of Wildix devices.

Devices management

Go to WMS -> Devices.

All the devices connected to the PBX (provisioned or not) are displayed in the table:

Update firmware 

Go to WMS -> Devices. In case a new FW version is available, there is a blue i icon displayed near this device:


To update the device’s firmware to the latest version, proceed as follows:


Note: a new FW notification is not indicated for BRI/ PRI media gateways. To update their firmware, upgrade your PBX to the latest version. Within half an hour after the procedure is over, media gateways are automatically updated.

Assign WP4X0 to users

After you have provisioned WP phones, proceed with assigning phones to users.

There are several modes of assigning WP phones to users:

Assign from WMS

To assign WP phone from WMS, proceed as follows:



Assign via Feature Code

To assign WP phone via Feature Code, proceed as follows:

Logout is performed in the same way, via Feature Code. 

Logout via FC 99 on WP phone performs auto logout of all the WP phone phones assigned to you. To change the behavior, use Custom Dialplan variable "MULTILOGIN_SUPPORT=yes", consult Custom Global Dialplan Variables List for details. 


Enter the user password from the phone's dialpad

To enter the user password from the phone’s dialpad, take into account the following:


Now when you have assigned the phone, you can do a sound test: dial 76 from the phone.

Go to WMS -> Users: the status of the user to whom the phone has been assigned, has changed to green, the newly assigned device is displayed next to the status:


To change the phone’s language, proceed as follows:

For more information on WP phones, consult the User Guide: Wildix VoIP Phones - User Guide.

To connect accessories, such as WHS headsets, WPEHS or WelcomeConsole-EXT, check documentation: Phones Accessories Quick Start Guide.

Assign analog ports of FXS to users

To correctly install FXS media gateways and connect analog devices, read Quick Installation Guides:

After you have provisioned FXS media gateways, proceed with assigning analog ports to users.

To assign analog ports of FXS gateways with 2 and more ports, proceed as follows:




Known limitation: It is not recommended to set TCP/ TLS protocols when using W24FXS as the device can not receive more than 3 calls simultaneously.

To overcome the limitation, you can set UDP as a transport protocol via the custom provisioning parameter:


Provisioning and login of Vision/ SuperVision 

Since Vision/ SuperVision is an Android phone, it doesn’t need to be provisioned via WMS. To provision Vision/ SuperVision and assign it to user, proceed as follows:


Video tutorial:

https://wildix.wistia.com/medias/z6n4lhesqn


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User guide: Vision User GuideSuperVision User Guide.

W-AIR DECT solution

Introduction

W-AIR is the DECT system developed on the CAT-iq protocol, which supports transferring of data and voice over the radio channel.

Wildix W-AIR architecture consists of the following components:

For more information, refer to W-AIR Datasheet: W-AIR System Datasheet.

Create a W-AIR network

For W-AIR Base Small Business: after you have provisioned the base station, proceed to chapter Register and assign W-AIR handsets to users

For W-AIR Sync Plus / W-AIR Sync Plus Base Outdoor: after you have provisioned W-AIR base station, proceed as follows:



For CLOUD PBXs, you need to power the base station down and then power it up again (reboot the base station) to apply the new parameters!


Note: Base station is displayed with grey status in the table of devices, unless you register at least one handset / headset.


This procedure is valid for the installation of only one W-AIR Base; for multicell installations, it is necessary to carefully plan the installation and do the site survey; for more information refer to the documentation: W-AIR Network Admin Guide - Sync over the airW-AIR Network Admin Guide - Sync over LAN.


Register and assign W-AIR handsets to users

Proceed as follows:

Note: in case you have several W-AIR bases, hold the handset closer to the base station you are registering it to.



To assign W-AIR handset to user, follow procedure of phone login via Feature Code, described in chapter Assign WP4X0 to users.

Register and assign W-AIR Headsets to users

Register a W-AIR Headset to the base station:

Note: if the registration fails, the voice prompt will announce “Headset not subscribed”. Before trying to register the Headset again, please check if it is within range of W-AIR Base station and voice prompt announces “Registering”.


After you registered your Headset to the Base station, you need to assign a user. This must be done by user via Collaboration web interface.

Assign a W-AIR Headset to user:





More information on W-AIR headset: W-AIR Headset User Manual.

Introduction to Wildix Unified Communication

Wildix Collaboration

Wildix Collaboration is the user interface of Wildix PBX that offers access to Unified Communications features on PC (Mac OS X, Windows, Linux) via the browser (any HTML5 standard browser, however Chrome is recommended, since it fully supports WebRTC).

Basic features:

For the first time access to Wildix Collaboration, proceed as follows:

You can access Collaboration from WMS by adding /collaboration to the URL, example of the URL to access Collaboration: https://mycompany.wildixin.com/collaboration


Login via user name is no longer supported!




Collaboration first time access video: 

https://wildix.wistia.com/medias/cnl8s726wi


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Collaboration User Manual: Collaboration 5.0X /  Collaboration 4.0X.

Apps for Android / iOS

Wildix offers free of charge mobile application for iOS / Android.

Basic features:


Check the ports to open on router / firewall: Ports used by Wildix services

For the first time access to Wildix Collaboration Mobile application, proceed as follows:



Android User Guide: Android Collaboration Mobile App Guide.

iOS User Guide: iOS Collaboration Mobile App Guide.

Call activity analysis & reporting with CDR-View

CDR-View allows detailed analysis of call activity of users and groups, costs, usage of trunks, duration and type of all the calls made and received, missed calls.

First time access to CDR-View:

For more information on CDR-View, refer to https://www.wildix.com/monitoring/.

CDR-View User Guide: CDR-View User Guide.

Pricelists

To be able to view and analyze call costs in CDR-View, you must upload the pricelists and associate them to trunks. 

Pricelists are the tables that you can import on the PBX in *.csv format to enable the system to calculate call costs.

To add pricelists, go to WMS -> Trunks -> Pricelists.

Example of a *.csv file:


Where

Example:

Let's consider 5 different types of calls and the following conditions:

CSV file configuration example for 5 different types of calls and the conditions specified above:

Download a CSV file example here.

It is recommended to open the file in text editor (TextEdit for macOS, Notepad for Windows). The prefix 0,00 may be removed when the file is opened in Excel or Numbers. 

Each trunk can be then associated to a pricelist (the first line in trunk configuration window). Read more about associating pricelists to trunks in the next chapter: Configuring SIP trunks and lines.

Configuring SIP trunks and lines

Wildix PBX supports connection of:

Connected SIP trunks and ISDN / FXO gateways are displayed in WMS -> Trunks:


Note: Wildix offers its own built-in VoIP trunk CLASSOUND:


Note: SIP trunks must be added manually.

BRI / PRI / GSM / FXO lines are displayed in the corresponding tables once the media gateways have been connected to the system and provisioned as described in chapter Provisioning of devices.

Each trunk is displayed in the corresponding section of the page with the following information:

Note: SIP trunk registration status can be incoming or outgoing, based on the SIP trunk configuration.


Each trunk is associated to a Dialplan procedure (main by default), more information on Dialplan in chapter Wildix Dialplan.

Each trunk can have an associated Pricelist, this allows the system to calculate call costs, which can be later on viewed in CDR-View.

SIP Trunk configuration

Supported VoIP trunks with configuration examples: https://manuals.wildix.com/wildix-supported-voip-operators/.

Make a test of SIP trunking between 2 PBXs

If you don’t have a real SIP trunk, but you have two Wildix PBXs, you can establish SIP interconnection between two PBXs to test calls between them. In this case one PBX is used for outgoing registration, another one - for incoming registration.

Incoming trunk (Server PBX configuration):


Outgoing trunk (Client PBX):


SIP trunk statuses on both PBXs have changed to green, it means that parameters entered for trunk configuration are correct and you can place a call from Client to Server:



ISDN lines (BRI/PRI media gateways)

Documentation: Media Gateways Documentation

After you have provisioned a BRI/PRI media gateway, the trunk is displayed in the corresponding section in WMS -> Trunks -> BRI/PRI table.

To edit the trunk parameters, double-click on the media gateway.

Check the following parameters:

For other trunk parameters, check documentation: Trunk Settings Admin Guide.

GSM network (DaySaver GSM media gateway)

Documentation: Media Gateways Documentation

To install a DaySaver media gateway, proceed as follows:


For other trunk parameters, check documentation: Trunk Settings Admin Guide.

For more information on SMS sending, read the guide FAX/ SMS Server Quick Admin Guide.

Call routing strategies: Dialplan

Wildix Dialplan: how it works 

Dialplan is a set of rules that determine the strategy of routing incoming and outgoing calls to the right destination. Wildix Dialplan allows you to customize the system to your specific needs, yet is very easy to set up and to manage.

In this guide we will only cover the basic Dialplan scenarios, which are most popular and easy to implement.

Associating entities to Dialplan procedures 

In the previous chapters we have seen that each entity that can initiate a call - a user, a VoIP trunk, a media gateway - requires association to a Dialplan procedure.

By default users of the system are assigned to the Dialplan users procedure, while VoIP trunks and media gateways are associated to the main procedure.

Go to WMS -> Dialplan: by default these two Dialplan procedures are already present on your PBX. You can create more Dialplan procedures if needed and then associate them to trunks, to users or, to other Dialplan procedures.

Associating Dialplan procedures to users and trunks:


Each time an entity (user, trunk) generates a call, the system checks the Dialplan procedure associated to the entity. For example, a user starts a call, in case the match for this called number is found inside the Dialplan procedure associated to this user (users by default) the system starts to execute Dialplan applications defined for this called number in the specified order.

Matching called numbers

Each Dialplan procedure can contain multiple called numbers.

Called numbers inside main procedure example: all the company phone numbers can be added as called numbers to the main Dialplan procedure. Each time a call arrives from a trunk, the Dialplan checks if the called number is present in the Dialplan procedure associated to this trunk.

Called numbers inside users procedure example: in a typical implementation it is recommended to cover all the called numbers that can be possibly dialed by users. How to cover all the possible cases? It is possible, because a called number can be either:


Syntax to use patterns as a called number:

Examples:

Adding and editing Dialplan procedures

As already said, by default you can find two procedures in WMS -> Dialplan:



You can edit these procedures or add new ones and later on associate them to users, to trunks, or to other Dialplan procedures.

To add a new procedure, proceed as follows:


To edit a procedure, double-click on it:

Adding Called numbers:






Dialplan applications

Dialplan applications are the operations which are executed in a sequence defined by the PBX administrator after the match to the called number is found inside the associated Dialplan procedure.

Here is a complete list of Dialplan applications with detailed descriptions and practical examples: Dialplan applications Admin Guide.

Some Dialplan applications allow modification of the original called number and jumping to a different Dialplan procedure.


Note: Starting from WMS v. 5.01.20200522.1, it is possible to edit Dialplan applications via Developer option (JSON editor):


Modify called number

Here is an example of the Dialplan application Dial the phone which routes the call to the specified destination.

Expected scenario: an incoming call to the number 021234567 must be routed to user 100.

Implementation:


The following menu opens allowing you to change the called number:



Here is another example of the Dialplan application Dial the phone with DID (Direct Inward Dialing).

Expected scenario: call coming to the number 021234533 must be routed to the user 133, call coming to 021234532 must be routed to the user 132, etc.

Implementation:



As a result an incoming call to number 0212345XX is routed to number 1XX: for example incoming to 021234532 is routed to user 132.

Jump to another procedure

Some Dialplan applications allow under certain conditions jumping to a different Dialplan procedure.

Example scenarioincoming calls must be routed to Voicemail during the hours when the offices are closed.

Implementation: 

In the chapter Create a timetable it is explained how to create a Timetable and to work with it.



In case your offices are closed, the Dialplan routes the call to another procedure called “Offices_closed”. You must separately create this Dialplan procedure in which, for example, you enable the system to play the audio message to the caller and send the call to Voicemail.

Included procedures

The section Included procedures allows you to add the called numbers that must be analysed after the content of the current procedure.

In this way you can create the correct order of operations’ execution in case several patterns (called number prefixes, for instance) come into conflict within the same Dialplan procedure.

Open users procedure, go down to Included procedures and click to extend it: pbxinternal (Users and call features/services dialplan) is already present there, which by default enables the users to call each other and to use the Feature Codes of the system and which is analyzed only after the content of the Dialplan procedure:


This is just one of the cases where Included procedures are used.

Dialplan practical examples

In this part we will learn how to use the most popular Dialplan applications for managing outgoing and incoming calls.

Internal Dialplan - users

As mentioned previously, users are by default enabled to call each other and to call feature codes of the system, since pbxinternal procedure is present under Included procedures section:

However, users procedure must cover all the destinations called by users of the system (national, international, mobile calls etc), and this is why it is recommended to use patterns, described in chapter: Matching called numbers.

The most common Dialplan applications used in users procedure are Dial the trunk / Trunk group. Dial the trunk allows you to select the trunk which is used to place a call. 

Trunk groups 

Go to WMS -> Trunks -> Trunk groups.

In case you have configured several trunks and you would like to set up a certain priority in which trunks must be tried one after another, you can create Trunk groups.

Example: you would like to route the calls to mobile numbers via GSM trunk, however you would like to have the opportunity to place a call via a different trunk, in case GSM trunk is occupied:


In this case call is routed via GSM trunk, if it’s busy, call is routed via the ISDN trunk.

It is possible to remove or prepend digits to called number, set up the maximum concurrent calls on each trunk and define the timeout after which the system tries to place a call via the next trunk in the trunk group.

After you have configured a trunk group on this page, you can use it in the Dialplan (application Trunk group). 

Call through remote PBX

This Dialplan application is useful in a multisite environment, where the same company has offices and PBXs located in different countries. 

Example: a company has its headquarters in Germany and a branch office in France. They would like to route the calls to French phone numbers through their remote PBX installed in France and using local French lines.

German PBX, users procedure:

Add the French prefix as a called number and add the Dialplan Application “Call through remote PBX” (“client.wildixin.com” in our example is the name of the French PBX, “users” is the name of the procedure present on the French PBX):


the call is routed through the French PBX, so inside the indicated “users” procedure on French PBX, the match for the indicated called number “00033.” must be present.

French PBX, users procedure:

Add the same called number 00033. and click Set to modify this called number:


Here is the result that we get: the call is routed to the French PBX, before dialling the trunk local – 22 the system removes the first 5 digits from the called number (the number is normalized), so the number dialled in the international format (for example, 000331234567890), becomes a local French number (1234567890):


In the same way many other Dialplan applications allow modifying the called number or require association to another Dialplan procedure present on the same PBX (or on another PBX as in the previous example).

Example of users procedure configuration

An example of Dialplan configuration for outgoing calls:


External Dialplan - main

External Dialplan procedure main normally should contain all the phone numbers of the company and the rules of routing an incoming call to each of these phone numbers. 

Route incoming calls to call agents (call groups)

To create call groups, go to WMS > Dialplan > Call groups:



You can add the same call agents to different groups. You can add users from all your PBXs in WMS Network to call groups.


Select the group and click on Edit strategy to modify the strategy of call distribution. Read more on Call groups strategies: Call distribution in Call groups.

Now you can edit the main procedure to enable the Dialplan to route the incoming calls to your tech support phone number to the call group assistance_tech.

Example:


You can:

Record and playback audio messages

You can record the message for the operator or an audio message to be played back to the caller directly from the Dialplan or from Sounds menu.

Example: you have set up the Dialplan to check the timetable and to route the incoming calls to another Dialplan procedure in case the offices are closed. In this case you can enable the system to playback the audio file to the caller and then to route the calls to Voicemail:


To record the sound to be played to the caller, click the ... button  to open Sounds menu and then click Record button:


Via this menu it is possible to upload and play audio files:

WMS supports all the common audio formats: mp3, wav, alaw. 

Note: Starting from WMS version 4.03.44606.45, all uploaded files are also converted into Opus (HD codec) audio format. To guarantee the high-definition quality, make sure that you upload high quality source files.

Playing the audio files back:.

You can also use TTS (Text-to-speech) in this menu to create audio messages by transforming text into speech (restricted by license, read moreWildix Business Intelligence - Artificial Intelligence services); watch the video: 

https://www.youtube.com/watch?v=ljHQPyi2bSs


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Create a switch

You can create switches to enable the system to change the strategy of incoming calls routing depending on the actual Switch status.

Examples:

Go to WMS Dialplan -> Timetables / Switches.

Click + under Switch table to add a new switch (click + under 3 states switch to add a new three states switch).

Example:

Step 1. Create a switch to forward calls to Voicemail:


Step 2. Create a Dialplan procedure to be executed if the switch is on:


Step 3. Modify the main procedure to check the status of the switch before routing the call:


Change the state of the switch

Configure a function key from WMS -> Users (the same operation can be done via Collaboration Settings -> Function keys):


In the same way you can configure 3 state switch or Timetable function key.

Create a timetable

Create the working hours timetable for your office:


In the same way as we did for the Switch, you must create a separate procedure to be executed in case the office is closed according to this timetable.

You can then enable the Dialplan to jump to another procedure in case the offices are closed:


Create an IVR tree

IVR (Interactive Voice Responder) is a technology that allows humans interacts with telephone system by entering DTMF tones. An example of IVR is when a caller hears “Press 1 for English, press 2 for German” and call is routed to a different destination based on the choice made by the caller. 

Note: It is possible to use Automatic Speech Recognition in Dialplan for creating IVRs with voice control. More information: How to configure IVR via ASR with Directory in Dialplan.


Wildix graphical IVR tree can be multilevel and is easy to manage. You can define each node (each level) of an IVR tree as an action or as a submenu:

Example: create an IVR of three levels.

Level 1: Audio file inviting to press 1 for English, 2 for German

Level 2, caller pressed 1: audio file inviting to press 1 for tech support, 2 for sales

Level 3, caller pressed 1: call is routed to the English speaking operator of the tech support

Level 3, caller pressed 2: call is routed to the English speaking sales assistant

Level 2, caller pressed 2: audio file inviting to press 1 for tech support, 2 for sales, in German

Level 3, caller pressed 1: call is routed to German speaking Tech_support group

Level 3, caller pressed 2: call is routed to German speaking Sales group

Go to WMS -> Dialplan -> IVR



At this step we can create levels (nodes) of our IVR tree.


Node of the first level

(Audio file inviting to press 1 for English, 2 for German)

Click Edit:

Action:

Timeout action:




Nodes of the second level

(Audio file inviting to press 1 for tech support, 2 for sales (in English in case caller entered 1, in German, in case caller entered 2))

Press + in front of the first level node to add a new level.


Nodes of the third level

(Routes the call to the final destination (user or group))

Click + in front of the corresponding second level node, to add a new level, for example:


All of these nodes terminate the execution of the IVR tree:

Action:


Where 123 and 224 are English speaking operators (tech support and sales)



Where 111 and 222 are the called numbers present in the procedure IVR that we must create separately. 


According to this procedure, incoming calls to 111 are routed to tech support call group, incoming calls to 222 are routed to sales call group:


Here is the ready IVR tree:


Now we can use it inside our main procedure:


Incoming faxes management

Wildix systems integrate Fax server by default. All the services for managing incoming and outgoing faxes are enabled on all Wildix PBXs. 

Make sure SMTP client is defined in WMS Settings -> System -> SMTP client (see the chapter SMTP Client).


Fax to e-mail

Answers an incoming call using FAX Server and forwards fax to one or multiple fax numbers / users:


If you indicate an extension number (e.g. 101), a copy of fax is sent to the user email address, and a link to fax download appears in Wildix Collaboration → History menu and in CDR-View.

You can enter several extension numbers / email addresses into the field, separated by spaces, in this case the copy of received faxes is sent to multiple destinations:


All received and sent faxes are permanently saved on the storage device defined in WMS Settings -> System -> Storages.


Detect fax

Note: especially helpful when the same number is used for incoming calls and faxes.


Answers the call and within a timeout specified in fax detect time waits for the tones of a remote fax (in the meantime the system to continue the Dialplan execution).


In our example in case within 4 seconds fax is detected, the system stops the execution of the application Call group and the call is forwarded to the called number fax (present inside the same Dialplan procedure main), in which the fax is being sent to email.


Incoming fax from trunk to FXS user (fax machine)

Add Dialplan application Detect fax in case phone number is used both for faxes and calls, otherwise you can use Jump to.

Select the procedure pbxfeatures or pbxservices and edit the called number (click Set near Number)


Where


DID & DISA

DID and DISA services enable the caller to reach PBX users directly by dialing their extension numbers.

Example of DID (Direct Inward Dial) configuration:


First 8 digits are removed from the called number. Depending on the last two digits of the called number (1XX) incoming call is routed to the extension, examples:

Example of DISA configuration:


Mobility extension lookup

It is possible to enable the system to recognize PBX users when they call the office phone number from their mobile phone numbers. Note that user mobile phone number must be present in WMS.

Thanks to this feature PBX, mobile calls of employees become an extension of Wildix PBX and calls can be treated in the same way, as the ones done from the office phone.

If the caller number corresponds to the mobile number of one of PBX users, Dialplan jumps to the procedure predefined for the outgoing calls of this user.

Example of main procedure configuration

In our example, the enterprise has three phone numbers:

In case of incoming call to +4904611715110, the following operations are executed:

  1. Mobility extension lookup. In case the phone number from which the call arrives is present in the field Mobility of one of the users of the system, the call is hanged up and the system makes an automatic callback to the caller

  2. Check the timetable Working_hours, in case the call has arrived at the time when the office is closed, another Dialplan procedure Working_hours is executed

  3. Check the switch Voicemail, in case the switch status is enabled, another Dialplan procedure Voicemail is executed

  4. The call is routed to IVR

In case of incoming call to +4904611715111, the following operations are executed:

  1. Check the timetable Working_hours, in case the call has arrived at the time when the office is closed, another Dialplan procedure Working_hours is executed

  2. Check the switch Voicemail, in case the switch status is enabled, another Dialplan procedure Voicemail is executed

  3. The call is routed to the call group Tech_support

  4. In case no one responds within 20 seconds, another Dialplan procedure, Voicemail is executed

In case of incoming call to +4904611715112, the following operations are executed:

  1. Check the timetable Working_hours, in case the call has arrived at the time when the office is closed, another Dialplan procedure Working_hours is executed

  2. Check the switch Voicemail, in case the switch status is enabled, another

  3. Dialplan procedure Voicemail is executed

  4. The call is routed to the call group Sales

  5. In case no one responds within 20 seconds, another Dialplan procedure, Voicemail is executed

Wildix WebRTC solution

Wildix WebRTC Kite

Wildix Kite is a professional solution for business communication based on the WebRTC technology that brings Unified Communications to the corporate website.

Features supported:

Wildix Kite service allows each PBX user to have a personal Kite link by which he or she can be contacted on the Internet via the browser.

Examples of Kite implementation:

An example of Kite implementation can be found here: www.wildix.com/contacts

One of the advantages of Kite is that it’s fully integrated into the Wildix telephony system:

Check Documentation: https://confluence.wildix.com/x/xQY8AQ

WebRTC-based Wizyconf videoconference

Wildix Videoconference is based on WebRTC technology and Kite solution and allows access for PBX users and external users via a link or a phone call.

Features supported:

Documentation: Wizyconf Videoconference.

Debugging and troubleshooting

Wildix systems offer logging, debugging and troubleshooting possibilities on different levels. In this chapter we will only see the basics.

SSH connection

If your PBX is accessible in the network at the default IP (LAN port) or at the IP released by your DHCP server (WAN port), you can access your PBX using some SSH client to view the logs of the callweaver and to analyse the basic problems with PBX activation, trunk registration, Dialplan operations, impossibility to place calls, ACL permissions etc.

The admin user can access the Terminal directly from WMS, see chapter Introduction to WMS (Terminal).


To connect via SSH you can connect to the PBX via console (on Windows you can use “putty” or other SSH clients) or click on “terminal” icon in WMS upper menu (“admin” user)

Example:


Note: Direct access to SSH port on Cloud PBXs on WMS 4.0X is blocked for security reasons. It is possible to temporarily enable/ disable SSH port 2222 via WMP. Refer to the chapter Enable SSH port on Cloud PBXs.

Dialplan debug

Note: Dialplan debug is always active by default. 


Click Debug icon in the upper menu of WMS.

Now you can see the basic log of ongoing (section Active Calls) or terminated (section History) calls, click on a call to view details (in the right part of the screen):

Trace generation

This tool allows generation of a *pcap trace that helps you to debug and analyze eventual problems with VoIP traffic on the PBX or on separate interfaces.

More information: WMS Settings Menu Admin Guide.

Syslog, Reset and recovery of media gateways and phones

VoIP phones reset and recovery: Press the central button of the Navigation keys and hold it for several seconds. For more details read the guide: How to perform reset and recovery of WP4X0 new generation, WorkForce, WelcomeConsole.

Enable remote syslog on Wildix devices: WMS -> Devices, double click on a provisioned device to edit it and select “Syslog Server” (enter the address of the remote server; it is also possible to enable Remote Syslog without installation of a remote server). Refer to Remote Syslog Guide for detailed information. 

For the information on how to collect syslog from Wildix devices without Remote syslog server, read the guide: Collecting Syslog from Wildix Devices.

ISDN gateways:

  1. Connect to the media gateway via SSH (on Windows you can use “putty” or other SSH clients) using the same credentials you used for access to web interface

  2. Type “logs on” (at the end of the session, type “logs off”)

  3. Make a test call

The logs help you to understand eventual issues, here is what happens when a user places an outgoing call to a trunk:

  1. PBX receives a request from the user and forwards it to the BRI/PRI gateway

  2. The gateway forwards the call to the operator

  3. The operator responds to the gateway with the status “Call Proceeding” to confirm the reception of the request

  4. The operator responds with the status “Call Progress” to indicate that the call has been routed to the destination

  5. The operator responds with the status “Alerting” to indicate that the destination is available

  6. The operator responds with the status “Setup Confirm” to indicate that the call has been responded

In case the call could not be connected or the call was hang up by the operator, the media gateway receives the following message: “Unicast RECV Disconnect”

Check the field indicating the reason of the call disconnection, for example: “Cause: Normal call clearing (16)”. Check the codes of disconnection reasons: https://en.wikipedia.org/wiki/ISDN_User_Part#Cause_codes

More information on troubleshooting of Wildix Media gateways: Debugging and troubleshooting of Media Gateways.

Other

PBX access via RS-232 serial port to reset admin password (Hardware PBX)




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