AMX SIP Communications Gateway CSG-500 manual

Operation/Reference Guide Network/Communication CSG SIP Communications Gateway CSG-500, CSG-544, CSG-580 Last Updated: 08/10/201 1 CSG SIP Communications Gatewa y Operation/Reference Guide[...]

AMX Limited Warranty and Disclaimer All products returned to AMX re quire a Return Mate rial Authorization (RMA) number . The RMA number is obtained from the AMX RMA Department. The RMA number must be clear ly marked on the outside of each box. The RMA is valid for a 30-day period. After the 30-day period the RMA will be cance lled. Any shipments r[...]

Safety Certification and Agency Approvals iii CSG SIP Communications Gateway Safety Certification and Agency Approvals Safety  US/CSA 60950  IEC 60950  AS/NZS 60950  EN 60950 Other  A-T ick (Australia)  CE Mark (European Union)  2002/95/EC Restrictions on Hazardous Substances (RoHS), 2005/747/EC  lead[...]

Safety Certification a nd Agency Approvals iv CSG SIP Communications Gateway[...]

Table of Contents v CSG SIP Communications Gateway Operations/Reference Guide Table of Contents Safety Certification and Agency Approvals ................. ...................................... iii Safety. ......................... .................... ................... .................... ......................... ......... i ii Other ........[...]

vi CSG SIP Communications Gateway Operations/Reference Guide Table of Contents Music on Hold ....................................... .................... ........................ .................... .. 34 Call Queues... .................... .................... ........................ .................... .................... .. 35 Creating a Que[...]

Table of Contents vii CSG SIP Communications Gateway Operations/Reference Guide Other Settings Slide Out M enu ..... ............. ............. ................ ............. ............. ............ 69 Setting Up Your Touch Panel to Work with Your CSG .. ............. ................. ............. ..... 71 MET-ECOM Web Console ..... .........[...]

viii CSG SIP Communications Gateway Operations/Reference Guide Table of Contents[...]

CSG SIP Communications Gateway 1 CSG SIP Communications Gateway Operation/R eference Guide CSG SIP Communications Gateway Overview The CSG SIP Communications Gateway is a stand alone Private Branch Exchange (PBX). It is suitable for the desktop, or mounting in a typical network closet or restricted access location. The CSG is ideal for small office[...]

CSG SIP Communications Gateway 2 CSG SIP Communications Gateway Operation/Refer ence Guide CSG Specifications The following table lists the specifications for the CSG. CSG Specifications Dimensions (HWD): 1.74” x 1 1.45” x 5.44” (4.41 cm x 29.09 cm x 13.82 cm) Wei g ht : 2.25 lbs (1.02 kg) Enclosure Metal with black matte finish Power Require[...]

CSG SIP Communications Gateway 3 CSG SIP Communications Gateway Operation/R eference Guide CSG Interface The CSG interface enables you to create a PBX solution th at rivals the features and functionality of traditional telephony switches. Current PBX solutions are expensive and proprietary . Using the CSG, you can replace an existing small business[...]

CSG SIP Communications Gateway 4 CSG SIP Communications Gateway Operation/Refer ence Guide[...]

Installation 5 CSG SIP Communications Gateway Operation/R eference Guide Installation Unpacking the Unit When you unpack your unit, carefully insp ect it for any damage that ma y have occurred in shipment. If damage is suspected, file a claim with the carrier and contact your reseller from which the unit was purchased or AMX T ec hnical Support. Ke[...]

Installation 6 CSG SIP Communications Gateway Operation/Refer ence Guide FIG. 2 CSG - Ports/LEDs FXS FXO FXS FXO Port/LED Correlation[...]

Installation 7 CSG SIP Communications Gateway Operation/R eference Guide Understanding the LEDs There are 14 LEDs on the front pane l of the CSG. The eight LEDs corresponding to the analog ports on the rear panel, indicate the type of interface installed. The definition of each LED a nd its color representation is explained below . Using the Config[...]

Installation 8 CSG SIP Communications Gateway Operation/Refer ence Guide Pin Assignments The following tables describe the pin assignments for the different ports on the CSG. If you press the RST CFG button, you to lose all configuration settings. Console Port Pinouts Pin Description 1 Ground (Connect to DB9 pin 5) 2 Unused (Leave Open) 3 Primary R[...]

Installation 9 CSG SIP Communications Gateway Operation/R eference Guide Installing the Hardware 1. Connect an Ethernet cable connected to your network to the Network port on the back of the CSG. 2. Connect an Ethernet cable an IP Phone port. This will be used during the initial configuration of the CSG. 3. Connect the provided power supply to the [...]

Installation 10 CSG SIP Communications Gateway Operation/Refer ence Guide Mounting the CSG FIG. 4 illustrates the proper mounting in stallation options for wall mounting the unit: Instructions for Wal l Mounting 1. Select the area to mount the CSG unit (refer to FI G. 4). The unit should be mounted at or below eye level to properly view the LEDs. 2[...]

Installation 11 CSG SIP Communications Gateway Operation/R eference Guide There are indicators on both the bracket and the mounting clips to show which e nd is the “top” to ensure correct mounting orientation (see FIG. 5). FIG. 6 illustrates the correct mounting orientation of the DIN Rail Mounting Bracket: The bracket has a n otched side to in[...]

Installation 12 CSG SIP Communications Gateway Operation/Refer ence Guide FIG. 7 illustrate s the correct mounting orientation of the DIN Rail Mounting Bracket and the orie ntation of the mounted device. FIG. 7 Device mounted on a DIN ra il using the DIN Rail Mounting B racket kit Mounted Device (front panel facing UP) Bracket/Clamp assembly mounte[...]

Installation 13 CSG SIP Communications Gateway Operation/R eference Guide Y ou can also mount the CSG by attaching the mounting brackets to the bottom of the unit. FIG. 8 displays the CSG with mounting brackets attached to its unde rside. The bracket clamps attach to the DIN rail as shown in FIG. 6. FIG. 8 DIN Rail Mounting Brackets attache d to th[...]

Installation 14 CSG SIP Communications Gateway Operation/Refer ence Guide[...]

Telephone System Configuration 15 CSG SIP Communications Gateway Operation/R eference Guide Telephone System Configuration This chapter provides information on how to initially set up your telephone system vi a the CSG Interface. The CSG Interface gives you the ability to set up your te lephone system without the ne ed to use command line configura[...]

Telephone System Configuration 16 CSG SIP Communications Gateway Operation/Refer ence Guide Bonjour (Ze ro-Configura tion) Clien t Y ou can also log on to the CSG by using a zero-configur ation networking client that allows you to determine the unit’ s IP address, such as Bonj our or a similar zero-conf iguration client. Zero-conf iguration (or Z[...]

Telephone System Configuration 17 CSG SIP Communications Gateway Operation/R eference Guide The CSG Interface The CSG Interface gives you the ability to configure the basic hardware and dial plan elements you need when initially setting up your system. Y ou mu st create trunks, system users, conferencing, voice mail, etc. After logging into the CSG[...]

Telephone System Configuration 18 CSG SIP Communications Gateway Operation/Refer ence Guide In the upper right corner o f each page you will see the A pply Changes and Logout buttons. Cl ick App l y Changes to save and activate any change s you have made on a page so that you can utilize the changes. Click Logout on any page to exit the CSG Interfa[...]

Telephone System Configuration 19 CSG SIP Communications Gateway Operation/R eference Guide Advanced Analog Options There are also some advanced setti ngs which are applied to your analog ha rdware. Specify them as needed, or accept the default values. Advanced Analog Options Option Description Opermode Setting operation mode, or Opermode, sets the[...]

Telephone System Configuration 20 CSG SIP Communications Gateway Operation/Refer ence Guide Once you have made the configuration change s to your hardware which you require, click Sav e Changes . A message will display letting you know that for these changes to be comp leted, you must r eboot your CSG. Click Options on the left menu, select the Reb[...]

Telephone System Configuration 21 CSG SIP Communications Gateway Operation/R eference Guide T runk definitions are used in calling ru les, dial plans, and ca ll routing, etc. Y ou ca n use a mixture of both analog and V oIP trunks. Analog Trunks Select th e Analog T runks tab to access the Manage Analog T runks page. Here you can create an analog t[...]

Telephone System Configuration 22 CSG SIP Communications Gateway Operation/Refer ence Guide Once you have completed the Analog Trunk definition, click Add. A message will display letting you know that for these changes to be comple ted, you must reboot your CSG. Before doing so, you may wish to click the Edit button associated with an analog trunk [...]

Telephone System Configuration 23 CSG SIP Communications Gateway Operation/R eference Guide The A udio T uning section will allow you to calibrate your analog ports for optimum performance. Please ensure that your analog lines are plugged in before clicking the Easy Calibrate button. Y our CSG must not have any active calls for the calibration proc[...]

Telephone System Configuration 24 CSG SIP Communications Gateway Operation/Refer ence Guide Adding Service Provid ers Y ou must configure a V oIP service provid er to connect to the Public Switched T e lephone Network (PSTN) via a V oIP connection . Access to the PSTN gives you the abil ity to place calls to tele phone numbers no matter how they co[...]

Telephone System Configuration 25 CSG SIP Communications Gateway Operation/R eference Guide Adding VoIP Trunks If you do not have a subscription with one of the V oIP provi ders listed above, or you ha ve a special V oIP setup, you can add a custom V oIP trunk. Click the V oIP T runks tab to add a V oIP (SIP or IAX) service provider . The Create Ne[...]

Telephone System Configuration 26 CSG SIP Communications Gateway Operation/Refer ence Guide The following options will be available: Edit VoIP Trunk Page Options Option Description Provider Name Enter a unique name to help you identify this tr unk for use in calling rules, etc. Hostname The hostname or IP address assigned to the V oIP provider or s[...]

Telephone System Configuration 27 CSG SIP Communications Gateway Operation/R eference Guide Click Add when you have completed your changes, or Cancel to discard your changes. Outgoing Calling Rules An outgoing calling rule pairs an extension pattern with a trunk used to di al the pattern. This allows different patterns to be dialed through differen[...]

Telephone System Configuration 28 CSG SIP Communications Gateway Operation/Refer ence Guide The Calling Rules menu shows every ru le name established, th e pattern the rule will match against, the trunk used to complete the call, and the failover trunk to be used. of call. Several de fault calling ru les will be available when you initially set up [...]

Telephone System Configuration 29 CSG SIP Communications Gateway Operation/R eference Guide Once you have completed the ca lling rule definition click Sa ve to accept the rule or Cancel to abandon your changes. Click Apply Changes in the upper right corner of the pa ge to make your changes immediately available. Click Edit next to a rule on the cal[...]

Telephone System Configuration 30 CSG SIP Communications Gateway Operation/Refer ence Guide User Extensions The User Extensions page is used to create individu al user accounts on th e system. Each user defi nition includes an extension, name, passwor d, etc. User extension definitions are the basic components of your phone system. They a re needed[...]

Telephone System Configuration 31 CSG SIP Communications Gateway Operation/R eference Guide Create New User Page Options (Cont.) Dial Plan This option references the Di al Plans option on t he left tool bar . Based on the calling rules you’ve created, you can restr ict the outbound dialing of this extension to local calls, emergency calls, and st[...]

Telephone System Configuration 32 CSG SIP Communications Gateway Operation/Refer ence Guide Create New User Page Options (Cont.) Line Number Polycom brand V oIP phones ar e capable of servicing 1 to 6 separate V oIP phone lines, depending on the model of the phone. If you are using the Polycom Auto-provisioning feature o f the CSG , this option can[...]

Telephone System Configuration 33 CSG SIP Communications Gateway Operation/R eference Guide Once you have completed the us er extension definition click Sa ve to accept the definition, or Cancel to abandon your changes. Click A pply Changes in the upper right corner of the page to make your changes immediately available. Click Edit next to a user e[...]

Telephone System Configuration 34 CSG SIP Communications Gateway Operation/Refer ence Guide T o create a ring group, use the following procedure. 1. Define the Name of the group. The name ca n be any mnemonic such as Sales or T echnic al Support. 2. Specify an extension to associate wi th the ring group. This is the extens ion that can be di aled t[...]

Telephone System Configuration 35 CSG SIP Communications Gateway Operation/R eference Guide Call Queues A call queue lines up callers and allows them to wait to speak to any group of employees takin g a high volume of calls. The feature al lows you to speak to more people rather tha n send callers back to voice ma il to leave a message and receive [...]

Telephone System Configuration 36 CSG SIP Communications Gateway Operation/Refer ence Guide  RrMemory - This option is Round Robin with Memory . It ’ s similar to Round Robin, but smarter — it remembers o ver the course of days, weeks, or years which agent received the la st call so that it can commence with the next ag ent in sequence wh[...]

Telephone System Configuration 37 CSG SIP Communications Gateway Operation/R eference Guide Agent Login Settings The Agent Login Settings tab, accessible from the Manage Queues page, lets you specify the extensions for agents to log into their queue , as well as callback login. Click Sa ve to retain the agent login settings. Voice Menus A valuable [...]

Telephone System Configuration 38 CSG SIP Communications Gateway Operation/Refer ence Guide In the example, when a caller di als your company number ending in 7000, the call is answered, and after a pause of one second the ca ller is greeted in the following manner: “Thank you for calling. If you know your party’ s extension, please di al it no[...]

Telephone System Configuration 39 CSG SIP Communications Gateway Operation/R eference Guide Creating a Voice Menu Use the following procedure as a guide to creating a voice menu. 1. On the Vo i c e M e n u page, click New to create a new voi ce menu. 2. Specify a Name and an Extension . The extension will be the direct dial to the voice menu. 3. Sp[...]

Telephone System Configuration 40 CSG SIP Communications Gateway Operation/Refer ence Guide Voicemail Menu This section lists the default voicemail menu for the CSG. Y ou can use this menu as a guideline for creating your own voicemail menu.  1 Read voice mail messages 3 Advanced options  1 Reply  3 Envelope  5 Send Message [...]

Telephone System Configuration 41 CSG SIP Communications Gateway Operation/R eference Guide Creating the Requir ed Voice Menus for DTMF The following procedure describes how to create IV R menus on the CSG. These menus generate DTMF events that are consumed by the V oice & V ideo Communi cations Module to facilitate the DTMF feature. The DTMF f[...]

Telephone System Configuration 42 CSG SIP Communications Gateway Operation/Refer ence Guide Steps 3 through 11 create voice menus for digits 0-9 and the * and # symbols. 3. Click Create New V oiceMenu . The Create New V oiceMenu dialog box opens (FIG. 29). 4. Enter Press 1 in the Name fiel d. 5. Select User Event from the Add new Step options menu.[...]

Telephone System Configuration 43 CSG SIP Communications Gateway Operation/R eference Guide Steps 17 through 24 set up the Ke yPress Events for each voice menu. 17. Click the Allo w K eyPr ess Events check box. 18. Click on the "--" to the right of the "0 ". A drop-down menu appears (FIG. 32). 19. Select th e V oiceMenu created [...]

Telephone System Configuration 44 CSG SIP Communications Gateway Operation/Refer ence Guide 40. Click Save . Steps 41 through 46 add the DTMF destination to each voice men u. 41. On the V oice Menus screen, click the Ed it button associated with "Press 0". The Edit New V oiceMenu dialog box appears. 42. Select Goto Destination from the Ad[...]

Telephone System Configuration 45 CSG SIP Communications Gateway Operation/R eference Guide Click Upload a V o ice Menu prompt to upload a custom voice menu prom pt. Y ou will be prompted to specify the path to the audio fi le that you wish to uploa d. Each file upload ed must be less than 10 me gabytes, in 8KHz mono, and in GSM or W A V format. On[...]

Telephone System Configuration 46 CSG SIP Communications Gateway Operation/Refer ence Guide Click Update to save your time in terval definition, or Cancel to discard your changes. Click Apply Changes to make the new time interva l active. Once a time interv al definition is created, you can either Edit or Delete the definition from the Time Interv [...]

Telephone System Configuration 47 CSG SIP Communications Gateway Operation/R eference Guide The rules you need to create are de pendent on your needs. If you are config uring your system for a busin ess, for example, you’ll probably want to set up rules for business hours, off hours, weekend hours, etc. In any case, you should also create a calli[...]

Telephone System Configuration 48 CSG SIP Communications Gateway Operation/Refer ence Guide Voicemail V oicemail is an option available for every extension. The relationship be tween the extensi on and voicemail is established in Users . In that section you can specify whether voicema il is enabled for an extension, as well as the PIN for retrievin[...]

Telephone System Configuration 49 CSG SIP Communications Gateway Operation/R eference Guide E-mail Settings The E-mail Settings page is us ed to set e-mail options fo r voicemail , as well a s the format of t he e-mails se nt. SMTP Settings The SMTP Settings page is used to en able sending voicemail al erts through e-mail. Once you have completed s[...]

Telephone System Configuration 50 CSG SIP Communications Gateway Operation/Refer ence Guide Paging/Intercom The Paging/Intercom tab allo ws you to set up 1-way paging or 2-way in tercom for calling an individual or a group of extensions. This can be us ed to make an announcement over the speakerphone of a group of phones. Phones which are part of a[...]

Telephone System Configuration 51 CSG SIP Communications Gateway Operation/R eference Guide The double left arrows will move all av ailable users to this page/intercom group. The double right arrows will remove all page/intercom group members. The single left arrow will be m ove an individual available user to the page/intercom group. The single ri[...]

Telephone System Configuration 52 CSG SIP Communications Gateway Operation/Refer ence Guide Conferencing Every company reaches the point of needing more peop le on a phone call than it can ef fectively include through three-way calling. Conferen ce bridges allow you to include mo re people as well as project a professional image. The configuration [...]

Telephone System Configuration 53 CSG SIP Communications Gateway Operation/R eference Guide Click Update to retain your conference bridge definition, or Cancel to abandon your changes. From the Confer encing page, yo u can either Edit or Delete a bridge definiti on. Once you have saved a conference bridge definition, click Apply Changes to make the[...]

Telephone System Configuration 54 CSG SIP Communications Gateway Operation/Refer ence Guide  If Buddy’ s android had pressed 2, the call would have been rejected, B uddy’ s mobile phone would have stopped ringing, and Dusty would have been transferred to Buddy’ s voicemail box.  If Buddy’ s android had not hung up the phone and [...]

Telephone System Configuration 55 CSG SIP Communications Gateway Operation/R eference Guide 7. Specify the number of seconds befo re the ring timeout occurs for the new Follow Me number . The ring timeout for the ne w Follow Me number is the total am ou nt of time from when th e Follow Me feature is initiated to when the cal l is accepted. 8. Selec[...]

Telephone System Configuration 56 CSG SIP Communications Gateway Operation/Refer ence Guide On this page you specify the extensio n for dialing the system director y , as well as announcement and search preferences. Click Save to retain your changes or Ca ncel to di scard them. Click A pply Changes to make the changes available. T o add or remove a[...]

Telephone System Configuration 57 CSG SIP Communications Gateway Operation/R eference Guide Feature Codes & Call Parking Preferences Options Blind T ransfer Feature Code S pecify the key sequence to initiate the Blind T ransfer feature during an active call. The default key sequence is ‘#’. Blind Transfer may also be referred to as an unann[...]

Telephone System Configuration 58 CSG SIP Communications Gateway Operation/Refer ence Guide Call Parking Call Parking is an CSG feature which allows a user to pl ace a call on hold so that it can be taken off hold from another extension. Click the Call P arking tab from the Call F eatur es page to configure this feature. The Call Park ing page give[...]

Telephone System Configuration 59 CSG SIP Communications Gateway Operation/R eference Guide The options associated with an a pplication map are described below . Click Save when yo u are done configuring this section. Then click Apply Changes to make these changes immediately availa ble for new calls. Application Map Options Enabled Select whether [...]

Telephone System Configuration 60 CSG SIP Communications Gateway Operation/Refer ence Guide Dial Options The Dial Options tab gives you the ability to c onfigure feature code permissions for the called party and the calling party . Either party can be al lowed or restricted a ccess to the tra n sfer , hang up, and ca ll parking feature codes. These[...]

Telephone System Configuration 61 CSG SIP Communications Gateway Operation/R eference Guide Click New V oicemail Gr oup to create a voicemail group. Click Save when yo u have completed the voi cemail group definition, and then A pply Changes to make the voicemail box imme diately available. Y ou can either Edit or Delete the voicemail group from th[...]

Telephone System Configuration 62 CSG SIP Communications Gateway Operation/Refer ence Guide The General tab, which is the defaul t selection on the Network ing page, is used to specify the following settings: The W AN tab is used to specify the settings which will enab le connection to the Internet, or to an internal, private network. If you have d[...]

Telephone System Configuration 63 CSG SIP Communications Gateway Operation/R eference Guide G.729 Codec The G.729 Codec page allows you to register and manage your G.729 cod ec lice nse keys. The G.729 Codec is an industry standard algorithm that compresses and decompresses a digital audio stream. Applied to V oice over IP (V oIP) calls, G.729 comp[...]

Telephone System Configuration 64 CSG SIP Communications Gateway Operation/Refer ence Guide Backup This is a housekeeping tab which allows you to back up your CSG configurat ion to preserve your changes. T o create a backup, click Cr eate New Backup , specify a file na me ( e.g. the backup date), and select whether you want to also backup voicema i[...]

Telephone System Configuration 65 CSG SIP Communications Gateway Operation/R eference Guide Click Update Polycom f irmware to update the Polycom firmware or bootrom images on the CSG. A link is provided under the Do wnload new Firmware button to get the latest arch ive name s. The firmware and bootrom archive names must be specif ied exactly as the[...]

Telephone System Configuration 66 CSG SIP Communications Gateway Operation/Refer ence Guide Options The options tab provides several opt ions which allow you to change the password for your CSG Interface logon, modify local extension and agent settings, as well as reboot the CSG. General Prefer ences The General Pr eferences tab gives you severa l [...]

Telephone System Configuration 67 CSG SIP Communications Gateway Operation/R eference Guide Language The Language tab gives you the ability to specify the defaul t language for all prompts for phone to phone, inbound, and outbound calls. If a sound pa ck selection is made, but the soundpa ck is not already installed, the soundpack will be downloade[...]

Telephone System Configuration 68 CSG SIP Communications Gateway Operation/Refer ence Guide Reboot The Reboot tab gives you the ability to reboot your CSG. So me configuration change s you make may require a system reboot. Rebooting the appliance will terminate all active calls.[...]

Device Configuration 69 CSG SIP Communications Gateway Operation/R eference Guide Device Configuration AMX Modero panels feature on-board Setup page s and Metreau Entry Communicators use a web console that you can use to access device information and make various configura tion changes. The MVP-8400i, MVP-520 0i, NXD-700V i, NXD-1000V i pa nels and[...]

Device Configuration 70 CSG SIP Communications Gateway Operation/Refer ence Guide FIG. 66 SIP Settings page The following table describes the features on this page: SIP Settings Options Option Description Back Returns you to the previous page. If you make a change on this page, the Back button appears di mmed and is unavailable until you press eith[...]

Device Configuration 71 CSG SIP Communications Gateway Operation/R eference Guide Setting Up Your Touch Panel to Work with Your CSG Follow these steps to configure your touch pan el to work with your CSG: 1. From the main Setup page on your touch panel, press Protected Setup . The Protected Setup page opens. 2. Press Other Settings . A slide out me[...]

Device Configuration 72 CSG SIP Communications Gateway Operation/Refer ence Guide MET-ECOM Web Console Metreau Entry Communicators have a built-in web console (FIG. 67) that allows you to easily make various configuration settings via a web browser on a ny PC that has acce ss to the device. The web console consists of a series of web p ages that se[...]

Device Configuration 73 CSG SIP Communications Gateway Operation/R eference Guide Configuration Pa ge - SIP Settings Tab The options on the SIP Settings tab of the Conf iguration page are used to set the proxy server address and port and the username and password to log into the server . These settings enable V oIP and enable you to give your Me tr[...]

Device Configuration 74 CSG SIP Communications Gateway Operation/Refer ence Guide Configuring VoIP 1. On the Configuration page, select the SIP Settings tab. 2. In the Username field, enter the user name used for authentication to the proxy server . 3. In the Password field, enter the password for the user name. 4. In the Server Address field, ente[...]

Device Configuration 75 CSG SIP Communications Gateway Operation/Referen ce Guide[...]

8/11 © 2011 AMX. Al l rights reserved. AMX and the AMX l ogo are register ed trademarks of AM X. AMX reserves the right to alter specific ations without notice at any time. It’s Your World - Take Con trol™ 3000 RESEARCH DRIVE, RICHARDSON, TX 75082 USA • 800.222.0193 • 469.624.8000 • 469-624-7153 fax • 800.932.6993 technical support •[...]