INTRODUCTION

CloudUCM is a cloud PBX solution that provides a scalable and secure business communication and collaboration platform with powerful features and integrations that enable teams to be more productive than ever before. This Cloud PBX unifies all business communication into one centralized solution that provides voice and video calling, meetings, chat, data, analytics, mobility, surveillance, facility access, intercoms, and more. CloudUCM supports all SIP endpoints and the Wave app for desktop, mobile, and web, allowing teams to communicate and collaborate from anywhere on nearly any device. This scalable solution can be easily expanded at any time without the need for extra equipment, provides enterprise-level security and reliability, and supports powerful third-party integrations and expansions. By providing a state-of-the-art suite of communication and collaboration features, bank-grade security, advanced customization, and a variety of plan options, CloudUCM is the ideal PBX solution for small-to-medium-sized businesses, retail, hospitality, and residential deployments.

TECHNICAL SPECIFICATIONS

The following table summarizes all the technical specifications, including the protocols/standards supported, voice codecs, telephony features, and languages for the CloudUCM.

SYSTEM STATUS

Dashboard

• Storage Usage
• CloudUCM
• PBX Status
• Trunks

Open Source License

As shown in the screenshot below, the open source license for CloudUCM is available at the bottom of the page.

System Information

Active Calls

The active calls on the CloudUCM are displayed in the Web GUI🡪System Status🡪Active Calls page. Users can monitor the status, hang up a call, and barge in the active calls in a real-time manner.

Active Calls Status

To view the status of active calls, navigate to Web GUI🡪System Status🡪Active Calls. The following figure shows extension 1004 is calling 1000. 1000 is ringing.

The following figure shows that the call between 1000 and 5555 is established.

The gray color of the active call means the call time is less than half an hour. It means this call is normal.

The orange color of the active call means the duration of the call is greater than half an hour but less than one hour. It means this call is a bit long.

The red color of the active call means the call time is more than one hour. It means this call could be abnormal.

Setup Wizard

When you log in to the CloudUCM Web GUI interface for the first time, the system will automatically start the setup wizard and expand the description.

The setup wizard guides users to complete basic configuration, such as administrator password modification, Email Delivery settings, timezone settings, extension settings, trunks and routes configuration, etc.

EXTENSION/TRUNK

Extensions

Create a New SIP Extension

To manually create a new SIP user, go to Extension/Trunk→Extensions. Click on “Add” and a new window will show for users to fill in the extension information.

Extension options are divided into the following categories:

• Basic Settings
• Media
• Call Policy
• Features
• Voicemail
• Custom Time
• AI
• Wave Client
• Follow me
• Advanced Settings

The configuration parameters are as follows.

SIP Extension Configuration Parameters→Basic Settings

SIP Extension Configuration Parameters→Media

SIP Extension Configuration Parameters→Call Policy

SIP Extension Configuration Parameters→Features

Specific Time
Time Condition	Click to add Time Condition to configure a specific time for this extension.

SIP Extension Configuration Parameters > AI

SIP Extension Configuration Parameters→Wave Client

SIP Extension Configuration Parameters→Follow Me

Search and Edit Extension

All the CloudUCM extensions are listed under Web GUI🡪Extension/Trunk🡪Extensions, with status, Extension, CallerID Name, IP, and Port. Each extension has a checkbox for users to “Edit” or “Delete”. Also, options “Edit” , “Reboot” and “Delete” are available per extension. Users can search for an extension by specifying the extension number to find an extension quickly.

• Status
  

Users can see the following icon for each extension to indicate the SIP status.

Green: Idle

Blue: Ringing

Yellow: In Use

Grey: Unavailable (the extension is not registered or disabled on the PBX)

• Edit single extension
  

Click on to start editing the extension parameters.

• Reset single extension
  

Click on to reset the extension parameters to default (except concurrent registration).

Other settings will be restored to default in Maintenance🡪User Management🡪User Information, except for username and permissions, and delete the user voicemail prompt and voice messages.

• Reboot the user
  

Click on to send a NOTIFY reboot event to the device that has a CloudUCM extension already registered. To successfully reboot the user.

• Delete single extension
  

Click on to delete the extension. Or select the checkbox of the extension and then click on “Delete Selected Extensions”.

• Modify selected extensions
  

Select the checkbox for the extension(s). Then click on “Edit” to edit the extensions in a batch.

• Delete selected extensions
  

Select the checkbox for the extension(s). Then click on “Delete ” to delete the extension(s).

Export Extensions

The extensions configured on the CloudUCM can be exported to XLSX and CSV file formats. Click on the “Export Extensions” button and select the file type in the prompt below.

Export Basic Information includes:

• Extension
• CallerID Number
• Privilege
• SIP Password
• AuthID
• Voicemail
• Voicemail Password
• Sync Contact
• First Name
• Last Name
• Email Address
• User/Wave Password

If importing extensions with no values for settings, the following will occur:

• If importing new extensions or if Replace is selected as the duplicate import option, the default values for those settings will be used.
• If Update is selected as the duplicate import option, no changes will be made to the existing settings.

The exported CSV/XLSX file can serve as a template for users to fill in desired extension information to be imported to the CloudUCM.

Import Extensions

The capability to import extensions to the CloudUCM provides users the flexibility to batch-add extensions with similar or different configurations quickly into the PBX system.

1. Export the extension CSV/XLSX file from the CloudUCM by clicking on the “Export Extensions” button.
2. Fill up the extension information you would like in the exported CSV/XLSX template.
3. Click on the “Import Extensions” button. The following dialog will be prompted.

4. Select the option in “On Duplicate Extension” to define how the duplicate extension(s) in the imported CSV/XLSX file should be treated by the PBX.

• Skip: Duplicate extensions in the CSV/XLSX file will be skipped. The PBX will keep the current extension information as previously configured without change.
  
• Delete and Recreate: The current extension previously configured will be deleted and the duplicate extension in the CSV/XLSX file will be loaded to the PBX.
  
• Update Information: The current extension previously configured in the PBX will be kept. However, if the duplicate extension in the CSV/XLSX file has a different configuration for any options, it will override the configuration for those options in the extension.
  

5. Click on “Choose file to upload” to select a CSV/XLSX file from a local directory on the PC.
6. Click on “Apply Changes” to apply the imported file on the CloudUCM.

Example of a file to import:

Field	Supported Values
Extension	Digits
Technology	SIP/SIP(WebRTC)
Enable Voicemail	yes/no/remote
CallerID Number	Digits
SIP Password	Alphanumeric characters
Voicemail Password	Digits
Skip Voicemail Password Verification	yes/no
Ring Timeout	Empty/ 3 to 600 (in second)
SRTP	yes/no
Skip Trunk Auth	yes/no/bytime
Codec Preference	PCMU,PCMA,GSM,G.726,G.722,G.729,H.264,ILBC,AAL2-G.726-32,ADPCM,G.723,H.263,H.263p,vp8,opus
Permission	Internal/Local/National/International
DTMF Mode	RFC4733/info/inband/auto
Insecure	Port
Enable Keep-alive	Yes/no
Keep-alive Frequency	Value from 1-3600
AuthID	Alphanumeric value without special characters
TEL URI	Disabled/user=phone/enabled
Call Forward Busy	Digits
Call Forward No Answer	Digits
Call Forward Unconditional	Digits
Support Hot-Desking Mode	Yes/no
Dial Trunk Password	Digits
Disable This Extension	Yes/no
CFU Time Condition	All time/Office time/out of office time/holiday/out of holiday/out of office time or holiday/specific time
CFN Time Condition	All time/Office time/out of office time/holiday/out of holiday/out of office time or holiday/specific time
CFB Time Condition	All time/Office time/out of office time/holiday/out of holiday/out of office time or holiday/specific time
Music On Hold	Default/ringbacktone_default
CC Agent Policy	If CC is disabled use: never If CC is set to normal use: generic If CC is set to trunk use: native
CC Monitor Policy	Generic/never
CCBS Available Timer	3600/4800
CCNR Available Timer	3600/7200
CC Offer Timer	60/120
CC Max Agents	Value from 1-999
CC Max Monitors	Value from 1-999
Ring simultaneously	Yes/no
External Number	Digits
Time Condition for Ring Simultaneously	All time/Office time/out of office time/holiday/out of holiday/out of office time or holiday/specific time
Time Condition for Skip Trunk Auth	All time/Office time/out of office time/holiday/out of holiday/out of office time or holiday/specific time
Enable LDAP	Yes/no
Enable T.38 UDPTL	Yes/no
Max Contacts	Values from 1-10
Enable Wave	Yes/no
Alert-Info	None/Ring 1/Ring2/Ring3/Ring 4/Ring 5/Ring 6/Ring 7/ Ring 8/Ring 9/Ring 10/bellcore-dr1/bellcore-dr2/ bellcore-dr3/ bellcore-dr4/ bellcore-dr5/custom
Do Not Disturb	Yes/no
DND Time Condition	All time/Office time/out of office time/holiday/out of holiday/out of office time or holiday/specific time
Custom Auto answer	Yes/no
Do Not Disturb Whitelist	Empty/digits
User Password	Alphanumeric characters.
First Name	Alphanumeric without special characters.
Last Name	Alphanumeric without special characters.
Email Address	Email address
Language	Default/en/zh
Phone Number	Digits
Call-Barging Monitor	Extensions allowed to call barging
Seamless Transfer Members	Extensions allowed to seamless transfer

The CSV/XLSX file should contain all the above fields, if one of them is missing or empty, the CloudUCM will display the following error message for missing fields.

Extension Details

Users can click on an extension number in the Extensions list page and quickly view information about it such as:

• Extension: This shows the Extension number.
• Status: This shows the status of the extension.
• Presence status: Indicates the Presence Status of this extension.
• Terminal Type: This shows the type of the terminal using this extension
• Caller ID Name: Reveals the Caller ID Name configured on the extension.
• Messages: Shows the messages’ stats.
• IP and Port: The IP address and the ports of the device using the extension.
• Email status: Show the Email status (sent, to be sent…etc.).
• Ring Group: Indicates the ring groups that this extension belongs to.
• Call Queue: Indicates the Cal Queues that this extension belongs to.
• Call Queue (Dynamic): Indicates the Call Queues that this extension belongs to as a dynamic agent.

E-mail Notification

Once the extensions are created with Email addresses, the PBX administrator can click on the button “E-mail Notification” to send the account registration and configuration information to the user. Please make sure the Email setting under Web GUI🡪System Settings🡪Email Settings is properly configured and tested on the CloudUCM before using “E-mail Notification”.

When clicking on ”More” > “E-mail Notification” button, the following message will be prompted on the web page. Click on OK to confirm sending the account information to all users’ Email addresses.

The user will receive an Email including account registration information as well as the Wave Settings with the QR code:

The CloudUCM admin can also send “Extension Information” mail and “Wave Welcome” mail as the figure below shows

Multiple Registrations per Extension

CloudUCM supports multiple registrations per extension so that users can use the same extension on devices in different locations.

This feature can be enabled by configuring the option “Concurrent Registrations” under Web GUI→Extension/Trunk→Edit Extension. The default value is set to 3 registrations. The maximum is 5 registration.

When the option “1(allowed to seize) is selected, the UCM will allow newer registration attempts to seize the extension from a previously registered endpoint. To prevent this behavior, please select the option 1.

SMS Message Support

The CloudUCM provides built-in SIP SMS message support. For SIP end devices such as Grandstream GXP or GXV phones that support SIP messages, after a CloudUCM account is registered on the end device, the user can send and receive SMS messages. Please refer to the end device documentation on how to send and receive SMS messages.

Extension Groups

The CloudUCM extension group feature allows users to assign and categorize extensions in different groups to better manage the configurations on the CloudUCM. For example, when configuring the “Enable Source Caller ID Whitelist”, users could select a group instead of each person’s extension to assign. This feature simplifies the configuration process and helps manage and categorize the extensions for a business environment.

Configure Extension Groups

Extension groups can be configured via Web GUI🡪Extension/Trunk🡪Extension Groups.

• Click on

  

  to create a new extension group.
• Click on

  

  to edit the extension group.
• Click on

  

  to delete the extension group.

Select extensions from the list on the left side to the right side.

Click on to change the ringing priority of the members selected on the group.

Using Extension Groups

Here is an example where the extension group can be used. Go to Web GUI🡪Extension/Trunk🡪Outbound Routes and select “Enable Source Caller ID Whitelist”. Both single extensions and extension groups will show up for users to select.

VoIP Trunks

VoIP Trunk Configuration

VoIP trunks can be configured on the CloudUCM under Web GUI→Extension/Trunk→VoIP Trunks.

Once created, all VoIP trunks will appear in a list showing the following key information:

• Provider Name: A user-defined label to identify the trunk.
• Status: The current state of the trunk (Registered, Reachable, Unreachable, or Unmonitored).
• Active Calls: The number of calls currently using the trunk.
• Endpoint Type: The protocol used for the trunk (SIP or IAX).
• Type: The trunk type (register, peer, or account).
• Hostname/IP Address: The server address of the trunk.
• Username: The authentication username for register/account trunks.
• Total Time for Outbound Calls (m): The cumulative outbound call duration limit.
• Options: Quick access to management functions using the icons described below:
  
  • Edit: Opens the trunk configuration page (Basic + Advanced settings).
  • DOD: Opens Direct Outward Dialing settings for that trunk (maps extensions to outbound CallerID).
  • Sync LDAP: Starts LDAP phonebook synchronization (only for SIP peer trunks with Sync LDAP enabled).
  • Delete: Removes the trunk from the CloudUCM system.

The following sections provide a detailed explanation of the available configuration parameters for each trunk type.

Trunk Group

Users can create VoIP Trunk Groups to register and easily apply the same settings on multiple accounts within the same SIP server. This can drastically reduce the amount of time needed to manage accounts for the same server and improve the overall cleanliness of the web UI.

Once the new trunk group is created and the SIP settings are configured, users can add multiple accounts within the configured SIP server by pressing the button and configuring the username, password, and authentication ID fields.

Direct Outward Dialing (DOD)

The CloudUCM provides Direct Outward Dialing (DOD), which is a service of a local phone company (or local exchange carrier) that allows subscribers within a company’s PBX system to connect to outside lines directly.

Example of how DOD is used:

Company ABC has a SIP trunk. This SIP trunk has 4 DIDs associated with it. The main number of the office is routed to an auto attendant. The other three numbers are direct lines to specific users of the company. Now, when a user makes an outbound call, their caller ID shows up as the main office number. This poses a problem, as the CEO would like their calls to come from their direct line. This can be accomplished by configuring DOD for the CEO’s extension.

Steps to configure DOD on the CloudUCM:

1. To set up DOD, go to CloudUCM Web GUI🡪Extension/Trunk🡪VoIP Trunks page.
2. Click

   

   to access the DOD options for the selected SIP Trunk.
3. Click “Add DOD” to begin your DOD setup
4. Enter a SIP trunk DID number in the “DOD number” field. In this example, ABC company has a total of 4 DID numbers. Enter the phone number used by the CEO here.
5. When adding extensions, you can choose whether to “Enable Strip” according to your needs. If it is enabled, you can configure the number (0-64) that will be stripped from the extension number before being added to the DOD number. For example, if the entered digit is 2, and the DOD number for extension 4002 is 1122, then dialing out from 4002, 112202 will be used as the caller ID (DOD).
6. Select an extension from the “Available Extensions” list. Users have the option of selecting more than one extension. In this case, Company ABC would select the CEO’s extension. After making the selection, click on the button to move the extension(s) to the “Selected Extensions” list.

7. Click “Save” at the bottom.

Once completed, the user will return to the EDIT DOD page, which shows all the extensions that are associated with a particular DOD.

: Add a DOD.
: Import DODs using a csv/xlsx file.
: Export the DODs using a csv/xlsx file.
: Filter DODs by number or name.

For DOD importing, please refer to the screenshot below for the template used.

WebRTC Trunks

WebRTC, Web Real-Time Communication, is a real-time audio/video chatting framework that allows real-time audio/video chatting through the web browser. WebRTC usually does not refer to the web application itself but to the set of protocols and practices bundled with a graphical interface. Our CloudUCM supports creating WebRTC trunks to use exclusively with web applications, this allows the users to join calls and meetings just by clicking a link to a web page.

Below is a figure that shows the options to configure when setting up this feature:

Outbound Routes

This section explains how to configure and manage outbound routes on the CloudUCM. Outbound routes control all external outgoing calls initiated by the CloudUCM, regardless of trunk type (SIP, Analog, or Digital).

Configuring Outbound Routes

An outbound route in the CloudUCM links a dial pattern to a trunk, allowing different call types to use different trunks. For example:

• Local calls (7 digits) → FXO trunk
• Long-distance calls (10 digits) → low-cost SIP trunk

Users can also configure a failover trunk to handle calls if the primary trunk is unavailable.

To manage outbound routes:

1. Go to Web GUI→Extension/Trunk→Outbound Routes.

2. Click the Add button to create a new outbound route.
3. Click Import to upload routes in CSV or XLSX format.
4. Click Export to download routes in CSV or XLSX format.
5. Click the Edit icon to modify a route.
6. Click the Delete icon to remove a single route, or use the selection feature to delete multiple outbound routes at once.

On the CloudUCM, route selection is determined by the Outgoing Routing Priority feature, which can prioritize routes by either list order or pattern accuracy. For detailed configuration, see the Outgoing Routing Priority section in this guide.

When creating an outbound route, users can configure the parameters described in the table below:

Outgoing Routing Priority

The Outgoing Routing Priority Policy feature allows defining the priority approach for the outbound routes. Using this feature, the administrator can select either the accuracy of the dial pattern or the position of the outbound route in the list to determine the route of the call.

To configure this feature, please click on the following button on the Outbound Routes page.

Selecting one of the policies will result in the following behaviour.

• List Sorting Priority: Selecting this option will result in taking the sorting order of the list of outbound routes as a matching criteria for the dial pattern. The route with the first matching dial plan will be used to route the call. Any routes further down the list with a more resembling dial pattern will not be taken into consideration.
• Accuracy First: Selecting this option will result in choosing the route with the most resembling dial pattern. In contrast with List Sorting Priority, the position of the route in the list is irrelevant and will not be taken into consideration.

Failover Trunk Toggles

This option controls whether failover trunks will be used if receiving specific responses to outgoing calls.

If a call receives the selected response codes, the UCM will redirect it to the call route’s failover trunk.

Outbound Routes DOD

It is possible to specify the DOD number based on the Outbound Route, as displayed in the screenshot below. For each outbound route.

Outbound Blacklist

The CloudUCM allows users to configure a blacklist for outbound routes. If the dialing number matches the blacklist numbers or patterns, the outbound call will not be allowed. The outbound blacklist can be configured under UCM Web GUI > Extension/Trunk > Outbound Routes: Outbound Blacklist.

Users can configure numbers, patterns, or select a country code to add to the blacklist. Please note that the blacklist settings apply to all outbound routes.

Users can export outbound route blacklists and delete all blacklist entries. Additionally, users can also import blacklists for outbound routes.

Don’t Call Me Blacklist Integration

Don’t Call Me database is a database on which people can register their numbers to prevent being called by marketers and salespersons. When CloudUCM is integrated with this database, and one of the extensions dials a phone number, it will be verified in the database. In case the number exists in the database, the call will not be permitted.

To access the integration page, please navigate to Extension/Trunk > Outbound Routes, then click on the “Outbound Blacklist” button and click on Integrate Don’t Call Me Blacklist.

Parameter	Description
Integrate Don’t Call Me Blacklist	Enable or disable Don’t Call Me integration
Authorization Token	Enter the authorization token generated by the Don’t Call Me database.
Query Timeout Time (s)	Enter the duration after which the query is considered timed out.
Query Timeout Handling	Select the action to perform after the query timeout. Allow Dialing: If the query times out, the call will be allowed. Prohibit Dialing: If the query times out, the call will be prohibited.
Test Connection	Click on this button to test that the integration is working as intended. Note: If the database or Internet access is momentarily down, this test will fail.

PIN Groups

The CloudUCM supports the pin group. Once this feature is configured, users can apply pin groups to specific outbound routes. When placing a call on pin-protected outbound routes, the caller will be asked to input the group PIN. This feature can be found on the Web GUI > Extension/Trunk > Outbound Routes > PIN Groups.

Name	Specify the name of the group
Record In CDR	Specify whether to enable/disable the record in CDR
PIN Number	Specify the code that will be asked once dialing via a trunk
PIN Name	Specify the name of the PIN

Once the user clicks , the following figure shows how to configure the new PIN.

The following screenshot shows an example of created PIN Groups and members:

If the PIN group is enabled on the outbound route level, the password, privilege level, and enable the filter on source caller ID will be disabled, unless you check the option “PIN Groups with Privilege Level” where you can use the PIN Groups and Privilege Level or PIN Groups and Enable Filter on Source Caller ID.

If PIN group CDR is enabled, the call with PIN group information will be displayed as part of CDR under the Account Code field.

• Importing PIN Groups from CSV/XLSX files:
  

Users can also import PIN Groups by uploading csv/xlsx files for each group. To do this:

1. Navigate to Extension/Trunk🡪Outbound Routes🡪PIN Groups and click on the “Upload” button.

2. Select the CSV/XLSX file to upload. Incorrect file formats and improperly formatted CSV/XLSX files will result in error messages such as the one below:

3. To ensure a successful import, please follow the format in the sample image below

• The top-left value (A1) is the PIN Group name. In this case, it is “ALPHA”.
• Row 2 contains the labels for the modifiable fields: pin and pin_name. These values should not be changed and will cause an upload error otherwise.
• Rows 3+ contain the user-defined values, with Column A holding the PINs and Column B holding the PIN names. PIN values must consist of at least four digits.
• Once the file is successfully uploaded, the entry will be added to the list of PIN Groups.

Carrier

The Carrier page is where you configure Least Cost Routing (LCR). LCR is a method designed to minimize the cost of outbound calls by automatically selecting the cheapest available trunk for each call.

When an outbound route is set to “Least Cost Routing”, the system automatically analyzes the cost rates of all available trunks. It then selects and uses the trunk with the lowest current carrier rate to place the call.

To configure this option, please follow the steps below:

1. Navigate to Extension/Trunk → Outbound Routes and click on Carrier.

2. On this page, please click on “Add” to configure a carrier.

3. Select the trunks to apply the rates on, then add the rate in Carrier Rates section.

4. Click on the “Add” button under the Carrier Rates section.

Inbound Routes

Inbound routes allow the CloudUCM to control and forward incoming external calls to specific destinations based on defined criteria. These criteria can include source caller ID, destination number, and other route-level settings. A default destination can also be set to handle calls that do not match any specific criteria.

Configuring Inbound Routes

To manage inbound routes:

1. Go to Web GUI→Extension/Trunk→Inbound Routes.

2. Click the Add button to create a new inbound route.
3. Click Blocklist to configure numbers or patterns that should be blocked on all inbound routes.
4. Click Import to upload routes in CSV or XLSX format.
5. Click Export to download routes in CSV or XLSX format.
6. Click the Edit icon to modify an existing inbound route.
7. Click the Filter button to search in the list inbound routes using specific filters.
8. Click the Delete icon to remove a single route, or use the selection feature to delete multiple routes at once.

When creating an inbound route, users can configure the parameters described in the table below:

Inbound Route: Prepend Example

CloudUCM allows users to prepend digits to an inbound DID pattern, with strip taking precedence over prepend. With the ability to prepend digits in the inbound route DID pattern, the user no longer needs to create multiple routes for the same trunk to route calls to different extensions. The following example demonstrates the process:

1. If Trunk provides a DID pattern of 18005251163.
2. If Strip is set to 8, UCM will strip the first 8 digits.
3. If Prepend is set to 2, UCM will then prepend a 2 to the stripped number; now the number becomes 2163.
4. The UCM will forward the incoming call to extension 2163.

Inbound Route: Multiple Mode

In the UCM, the user can configure an inbound route to enable multiple mode to switch between different destinations. The inbound multiple mode can be enabled under Inbound Route settings.

When Multiple Mode is enabled for the inbound route, the user can configure a “Default Destination” and a “Mode 1” destination for all routes. By default, the call coming into the inbound routes will be routed to the default destination.

SIP end devices that have registered on the UCM can dial feature code *62 to switch to the inbound route “Mode 1” and dial feature code *61 to switch back to “Default Destination”. Switching between different modes can be easily done without a Web GUI login.

For example, the customer service hotline destination has to be set to a different IVR after 7 PM. The user can dial *62 to switch to “Mode 1” with that IVR set as the destination before off work.

To customize feature codes for “Default Mode” and “Mode 1”, click on under the “Inbound Routes” page, check the “Enable Inbound Multiple Mode” option, and change “Inbound Default Mode” and “Inbound Mode 1” values (By default, *61 and *62, respectively).

Inbound Route: Route-Level Mode

In the UCM, users can enable Route-Level Inbound Mode to switch between different destinations for each inbound route. The inbound Route-Level mode can be enabled under Inbound Route settings.

The global inbound mode must be enabled before configuring Route-Level Inbound Mode. Additionally, Mode 1 must be configured as well.

When Route-Level Inbound Mode is enabled, the user can configure a “Default Destination” and a “Mode 1” destination for each specific route. By default, the call coming into this specific inbound route will be routed to the default destination.

Users can toggle the route’s inbound mode by dialing “Global Inbound Mode feature code + Inbound Mode Suffix”, and the current inbound route can be monitored by subscribing a BLF to the Inbound Mode Suffix.

For example, the Inbound Default Mode feature code is set to *61, and the Inbound Mode suffix for route 1 is set to 1010. To switch the mode of route 1 to Default Mode, users can dial *611010.

Note: Toggling the global inbound mode will not affect routes that have Route-level Inbound Mode enabled. If all routes have the option enabled, toggling the global inbound mode via BLF will trigger a voice prompt indicating that none of the routes will be affected by the global inbound mode change.

Inbound Route: Inbound Mode BLF Monitoring

Users can assign MPKs and VPKs to monitor and toggle the current global inbound mode of the UCM.

To do this, please refer to the following steps:

1. Access the UCM web GUI and navigate to Extension/Trunk🡪Inbound Routes.
2. Click on the

   

   button and enable Inbound Multiple Mode.
3. Edit the subscribe number field to the desired BLF value.

4. Configure the BLF value on a phone’s MPK/VPK. As an example, a GXP2140 with the BLF configured will show the Inbound Mode status on its screen once configured. The 777 BLF is lit green, indicating that the current inbound mode is “Default Mode”.

5. Pressing the key will toggle the inbound mode to “Mode 1”, and the button’s color will change to red.

Inbound Routes: 3rd Party Database Search

This feature allows the CloudUCM to perform a real-time lookup using an external database when an inbound call is received. If the incoming caller number matches a record in the external database, the corresponding name is retrieved and displayed as the caller ID.

To access this feature, navigate to Extension/Trunk→Inbound Routes and click on the “3rd Party Database Search” button.

On this page, users can enable or disable third-party database lookup for inbound routes by enabling or disabling the 3rd Party Database Search option.

This page also allows users to specify the database objects used by the CloudUCM to construct the SQL query for inbound caller name lookup. The parameters configured here must exactly match the corresponding table and column names in the external database.

The following table describes the parameters used by the CloudUCM to generate the SQL lookup query for inbound caller name resolution.

Based on the configured query keys, the CloudUCM automatically generates and executes a SQL query in the following format:

SELECT <Caller Name Column>
FROM <Table>
WHERE <Number Column> LIKE '%[INBOUND_NUMBER]%';

The inbound caller number is dynamically substituted at call time.

Inbound Route: Import/Export Inbound Route

Users can now import and export inbound routes to quickly set up inbound routing on a UCM or to back up an existing configuration. An exported inbound route configuration can be directly imported without needing any manual modifications.

The imported file should be in CSV/XLSX format and using UTF-8 encoding, the imported file should contain the below columns, and each column should be separated by a comma (It is recommended to use Notepad++ for the imported file creation):

• Disable This Route: Yes/No.
• Pattern: Always prefixed with _
• CallerID Pattern: Always prefixed with _
• Prepend Trunk Name: Yes/No.
• Prepend User Defined Name Enable: Yes/No.
• Prepend User Defined Name: A string.
• Alert-info: None, Ring 1, Ring 2… The user should enter an Alert-info string following the values we have in the Inbound route Alert-Info list.
• Allowed to seamless transfer: [Extension_number]
• Inbound Multiple Mode: Yes/No.
• Default Destination: By DID, Extension, Voicemail… Users should enter a Default Destination string following the values we have in the Inbound route Default Destination list.
• Destination: An Extension number, Ring Group Extension…
• Default Time Condition.
• Mode 1: By DID, Extension, Voicemail… Users should enter a Default Destination string following the values we have in the mode 1 Default Destination list.
• Mode 1 Destination: An Extension number, Ring Group Extension…
• Mode 1 Time Condition.

Blocklist Configurations

In the UCM, Blocklist is supported for all inbound routes. Users could enable the Blocklist feature and manage the blocklist by clicking on “Blocklist”.

• Select the checkbox for “Blocklist Enable” to turn on the Blocklist feature for all inbound routes. The blocklist is disabled by default.
• Enter a number in the “Add Blocklist Number” field and then click ”Add” to add it to the list. Anonymous can also be added as a Blocklist Number by typing “Anonymous” in the Add Blacklist Number field.
• To remove a number from the Blocklist, select the number in the “Blocklist list” and click on or click on the” Clear” button to remove all the numbers on the blocklist.
• Users can also export the inbound route blocklist by pressing the button.

• To add blocklisted numbers in batch, click on “Import” to upload the blocklist file in CSV/XLSX format. The supported CSV/XLSX format is as below.

BASIC CALL FEATURES

Multimedia Meeting

The UCM supports multimedia meeting rooms, allowing multiple rooms to be used at the same time.

The multimedia meeting room configurations can be accessed under Web GUI > Basic Call Features> Multimedia Meeting. On this page, users can create, edit, view, invite, manage the participants, and delete multimedia meeting rooms. The multimedia meeting room status and meeting call recordings (if recording is enabled) will be displayed on this web page as well.

For a video meeting, which is based on WebRTC, participants can join the meeting from a PC without installing extra plug-ins or software.

The UCM admin can create multiple multimedia meeting rooms for users to dial in.

Meeting room specifications affect user participation to a certain extent. UCM supports the forecasting of meeting resources. There will be corresponding judgments and adjustments in the following scenarios:

1. When meeting resources are used up, scheduled meeting members cannot join the meeting in advance.
2. When a point-to-point call is transferred to a conference, the conference resources are used up.
3. When meeting resources are used up, do not join a group IM chat when you initiate a meeting.
4. When meeting resources are used up, do not join an instant meeting.
5. Close other instant meetings or scheduled meetings that have timed out to ensure that invited members can join the scheduled meeting.
6. In an ongoing meeting, if the number of invited members exceeds the upper limit, members cannot be invited to join the meeting.
7. Enable flow control for videos and presentations in the conference room.

Multimedia Room Configuration

• Click on “Add” to add a new meeting room.
• Click on to edit the meeting room.
• Click on to delete the meeting room.

Meeting Settings contains the following options:

Log in to the UCM Web GUI and open Basic Call Features > Multimedia Meeting page to manage the conference room. Users can create, edit, view, invite, manage meeting members, and delete meeting rooms. The conference room status and conference call recording (if the recording function is enabled) will be displayed on the page. The meeting rooms in the list include public meeting rooms and random meeting rooms. For temporary meeting room administrators, only the “batch kicking people” function is supported. The temporary meeting room has no meeting password or host code. The member who initiates the group meeting is the host, and ordinary members have the right to invite.

Number of Meeting Rooms & Total Number of Participants

Meetings Settings

To edit the general settings of the meeting rooms created in the UCM, the user can click on the “Meetings Settings” button under the Room tab.

Multimedia Meeting Call Operations

Join a Meeting Call

Users could dial the meeting room extension to join the meeting. If the password is required, enter the password to join the meeting as a normal user, or enter the admin password to join the meeting as an administrator.

Invite Other Parties to Join a Meeting

When using the UCM meeting room, there are two ways to invite other parties to join the meeting.

• Invite from Web GUI

For each meeting room in CloudUCM Web GUI🡪Basic Call Features🡪 Multimedia Meeting, there is an icon for the option “Invite a participant”. Click on it and enter the number of the party you would like to invite. Then click on “Add”. A call will be sent to this number to join the conference. 

• Invite by dialing 0 or 1 during a conference call

A meeting participant can invite other parties to the meeting by dialing from the phone during the meeting call. Please make sure the option “Enable User Invite” is turned on for the meeting room first. Enter 0 or 1 during the meeting call. Follow the voice prompt to input the number of the party you would like to invite. A call will be sent to this number to join the meeting.

0: If 0 is entered to invite another party, once the invited party picks up the invitation call, permission will be asked to “accept” or “reject” the invitation before joining the conference.

1: If 1 is entered to invite another party, no permission will be required from the invited party.

During The Meeting

During the meeting call, users can manage the conference from the Web GUI or IVR.

• Manage the meeting call from Web GUI

Log in UCM Web GUI during the meeting call, and the participants in each meeting room will be listed.

1. Click on to kick a participant from the meeting.
2. Click on to mute the participant.
3. Click on to lock this meeting room so that other users cannot join it anymore.
4. Click on to invite other users into the meeting room.
5. Click on to Invite meeting rooms or Invite contact groups.

• Manage the meeting call from IVR.
  

Please see the options listed in the table below.

Google Service Settings Support

CloudUCM supports Google OAuth 2.0 authentication. This feature is used to support the CloudUCM meeting scheduling system. Once OAuth 2.0 is enabled, the CloudUCM conference system can access Google Calendar to schedule or update a conference.

Google Service Settings can be found under Web GUI → Basic Call Features → Multimedia Meeting → Google Service Settings → Google Service Settings.

If you already have an OAuth2.0 project set up on the Google Developers web page, please use your existing login credentials for “OAuth2.0 Client ID” and “OAuth2.0 Client Secret” in the above figure for the CloudUCM to access the Google Service.

If you do not have the OAuth2.0 project set up yet, please follow the steps below to create a new project and obtain credentials:

1. Go to the Google Developers page https://console.developers.google.com/start. Create a New Project on the Google Developers page.

2. Enable Calendar API from the API Library.
3. Click “Credentials” on the left drop-down menu to create new OAuth2.0 login credentials.

4. Use the newly created login credential to fill in “OAuth2.0 Client ID” and “OAuth2.0 Client Secret”.
5. Click “Get Authentication Code” to obtain an authentication code from the Google Service.

6. Once this has been done, the CloudUCM will connect to Google services.

You can also configure the Status update, which automatically refreshes your Google Calendar with the configured time (m). Note: Zero means disabled.

Schedule Meeting

To manage your multimedia meeting room reservations, log in to the CloudUCM web interface and navigate to Basic Call Features → Multimedia Meeting → Meeting. From this page, you can create, edit, view, and delete all meeting room reservation records. The interface clearly displays a list of both ongoing and upcoming reservations for easy scheduling.

• Click the button “Schedule Meeting” to edit the meeting room reservation.

The table below describes the configurable parameters for scheduling a multimedia meeting:

Once the Meeting Schedule is configured, it will be displayed as shown in the below figure.

• Click the button to view the meeting details in the Meeting room. The meeting details of Meeting History include actual participant information.

• Click on to edit the Meeting Schedule.
• Click on to delete the Meeting Schedule.

At the scheduled meeting time, CloudUCM will send an INVITE to the extensions that have been selected for the meeting.

Once the meeting starts, it will be displayed under Pending Meeting with an “Ongoing” status, as displayed below:

Once the meeting is finished, it will be displayed under Meeting History as shown below:

• Click the button to download the Meeting Report of the meeting.
• Click the button to reschedule the Meeting.

In addition, once the meeting ends, the system will send a meeting report email to the host, including a PDF file where they can view the meeting, participant information, device type, and trend graph of participant levels.

You can also choose to display the meetings that took place in a specific time frame. Please see the screenshot below:

Meeting Recordings

CloudUCM allows users to record the audio of the meeting call and retrieve the recording from the Web GUI→Basic Call Features→Multimedia Meeting→Meeting Recordings.

To record the Meeting call, when the meeting room is idle, enable “Auto Record” from the meeting room configuration dialog. Save the setting and apply the change. When the meeting call starts, the call will be automatically recorded in .wav format.

The recording files will be listed below once available. Users could click on to download the recording or click on to delete the recording. Users could also delete all recording files by clicking on “Delete All Recording Files” or delete multiple recording files at once by clicking on “Delete” after selecting the recording files.

Meeting Video Recordings

CloudUCM allows users to record the audio and video of the meeting call and retrieve the recording from the Web GUI→Basic Call Features→Multimedia Meeting→Meeting Recordings.

To record the Meeting call, when the meeting room is idle, enable “Auto Record” from the meeting room configuration dialog. Save the setting and apply the change. When the meeting call starts, the call will be automatically recorded in .mkv format.

The recording files will be listed below once available. Users could click on to download the recording or click on to delete the recording. Users could also delete all recording files by clicking on “Delete All Recording Files” or delete multiple recording files at once by clicking on “Delete” after selecting the recording files.

Meeting Statistics

Meeting reports will be generated after every conference. These reports can be exported to a CSV/XLSX file for offline viewing. The conference report page can be accessed by clicking on the Call Statistics button on the main Meeting page.

IVR

IVR (Interactive Voice Response) is a feature that enables triggering certain actions by using DTMF. The recorded prompt of the IVR instructs the numbers and the corresponding actions to the caller, when the caller press a certain number, the PBX will trigger the equivalent action.

Configure IVR

IVR configurations can be accessed under the CloudUCM Web GUI → Basic Call Features → IVR. Users could create, edit, view, and delete an IVR.

• Click on “Add” to add a new IVR.
• Click on the “edit” icon to configure an existing IVR.
• Click on the trash icon to delete an IVR.

The table below describes the configuration parameters that are available when creating a new IVR:

Block/Allowlist in IVR

In some scenarios, the administrator needs to restrict the extensions that can be reached from IVR. For example, the company CEO and directors prefer to only receive calls transferred by the secretary, and some special extensions are used on IP surveillance endpoints that should not be reached from external calls via IVR for privacy reasons.

For enhanced security, CloudUCM’s IVR settings include Blocklist and Allowlist management. This enables administrators to restrict dialing to only approved numbers, effectively preventing the misuse of the “Dial Other Extensions” feature.

To use this feature, log in to CloudUCM Web GUI and navigate to Basic Call Features→IVR→Create/Edit IVR→Dial Block/Allowlist.

• If the user selects “Blocklist” and adds an extension to the list, the extensions in the list will not be allowed to be reached via IVR.
• If the user selects “Allowlist” and adds an extension to the list, only the extensions in the list can be allowed to be reached via IVR.

Create Custom Prompt

To record a new IVR prompt or upload an IVR prompt to be used in IVR, click on “Upload Audio File” next to the “Welcome Prompt” option, and the users will be redirected to the Custom Prompt page. Or users could go to Web GUI→PBX Settings→Voice Prompt→Custom Prompt page directly.

Once the IVR prompt file is successfully added to the CloudUCM, it will be added to the prompt list options for users to select in different IVR scenarios.

Key Pressing Events

Standard Key Event

CloudUCM supports adding time conditions for different key events so that each key event of the IVR goes to the corresponding destination within a specified time.

Each key event supports up to five time conditions. The options available are: All time, Office Time, Out of Office Time, Holiday, Out of Holiday, Out of Office Time or Holiday, Office Time and Out of Holiday, Custom time.

The frequency supports two options: By week and By Month. By default, the specific time does not include the holidays.

The following table describes available options that can be assigned for Standard Key Pressing Events:

Custom Key Event

Users can create custom IVR key press events, vastly increasing the options a business can provide to its customers and improving customer relations and accessibility.

This new feature supports the following:

• Up to 100 custom key press events
• Each key combination can contain up to 8 characters (numbers and star (*) only)
• Supports Time Conditions
• Different custom keys can have the same Destination and Time Condition

The following options are available for Custom Key Pressing Events:

Voicemail

Configure Voicemail

If the voicemail is enabled for CloudUCM extensions, the configurations of the voicemail can be globally set up and managed under Web GUI > Basic Call Features > Voicemail.

Max Greeting Time (s)	Configure the maximum number of seconds for the voicemail greeting. The default setting is 60 seconds.
Dial ‘0’ For Operator	If enabled, the caller can press 0 to exit the voicemail application and connect to the configured operator’s extension.
Operator Type	Configure the operator type; either an extension or a ring group.
Operator Extension	Select the operator extension, which will be dialed when users press 0 to exit the voicemail application. The operator extension can also be used in IVR.
Max Messages Per Folder	Configure the maximum number of messages per folder in users’ voicemail. The valid range is 10 to 1000. The default setting is 50.
Max Message Time	Select the maximum duration of the voicemail message. The message will not be recorded if the duration exceeds the maximum message time. The default setting is 15 minutes. The available options are: 1 minute 2 minutes 5 minutes 15 minutes 30 minutes Unlimited
Min Effective Message Time	Configure the minimum duration (in seconds) of a voicemail message. Messages will be automatically deleted if the duration is shorter than the Min Message Time. The default setting is 3 seconds. The available options are: No minimum 1 second 2 seconds 3 seconds 4 seconds 5 seconds Note: Silence and noise duration are not counted in message time.
Announce Message Caller-ID	If enabled, the caller ID of the user who has left the message will be announced at the beginning of the voicemail message. The default setting is “No”.
Announce Message Duration	If enabled, the message duration will be announced at the beginning of the voicemail message. The default setting is “No”.
Play Envelope	If enabled, a brief introduction (received time, received from, etc.) of each message will be played when accessed from the voicemail application. The default setting is “Yes”.
Play Most Recent First	If enabled, it will play the most recent message first.
Allow User Review	If enabled, users can review the message following the IVR before sending.
Voicemail Remote Access	If enabled, external callers routed by DID and reaching VM will be prompted by the CloudUCM with 2 options: Press 1 to leave a message. To leave a message for the extension reached by DID. Press 2 to access the voicemail management system. This will allow the caller to access any extension VM after entering the extension number and its VM password. Note: This option applies to inbound calls routed by DID only. The default setting is “Disabled”.
Forward Voicemail to Peered UCMs	Enables the forwarding of voicemail to remote extensions on peered SIP trunks. The default setting is “Disabled”.
Voicemail Password	Configures the default voicemail password that will be used when an extension is reset.
Format	Warning: WAV files take up significantly more storage space than GSM files.

Access Voicemail

If the voicemail is enabled for CloudUCM extensions, the users can dial the voicemail access number (by default *97) to access their extension’s voicemail. The users will be prompted to enter the voicemail password, and then can enter digits from the phone keypad to navigate through the IVR menu for different options.

Otherwise, the user can dial the voicemail access code (by default *98) followed by the extension number and password to access that specific extension’s voicemail.

Leaving Voicemail

If an extension has voicemail enabled under basic settings “Extension/Trunk 🡪 Extensions 🡪 Basic Settings” and after a ring timeout or the user is not available, the caller will be automatically redirected to the voicemail to leave a message on where they can press # to submit the message.

In case the caller is calling from an internal extension, they will be directly forwarded to the extension’s voicemail box. But if the caller is calling from outside the system and the incoming call is routed by DID to the destination extension, then the caller will be prompted with the choice to either press 1 to access voicemail management or press 2 to leave a message for the called extension. This feature could be useful for remote voicemail administration.

Voicemail Email Settings

The CloudUCM can be configured to send the voicemail as an attachment to the Email. Click on the “Voicemail Email Settings” button to configure the Email attributes and content.

Send Voicemail to Email	If enabled, voicemail will be sent to the user’s email address. Note: SMTP server must be configured to use this option.
Keep Voicemail after Emailing	Enable this option if you want to keep recording files after the Email is sent. The default setting is Enable.
Email Template	Fill in the “Subject:” and “Message:” content, to be used in the Email when sending to the user. The template variables are: \t: TAB ${VM_NAME}: Recipient’s first name and last name ${VM_DUR}: The duration of the voicemail message ${VM_MAILBOX}: The recipient’s extension ${VM_CALLERID}: The caller ID of the person who has left the message ${VM_MSGNUM}: The number of messages in the mailbox ${VM_DATE}: The date and time when the message is left. (Format: MM/dd/yyyy hh:mm:ss)

Click on the “Email Template” button to view the default template as an example.

Configure Voicemail Group

The CloudUCM supports voicemail groups, and all the extensions added to the group will receive voicemail to the group extension. The voicemail group can be configured under Web GUI → Basic Call Features → Voicemail → Voicemail Group. Click on “Add” to configure the group.

Ring Groups

The CloudUCM supports the ring group feature with different ring strategies applied to the ring group members. This section describes the ring group configuration on the CloudUCM.

Configure Ring Group

Ring group settings can be accessed via Web GUI🡪Basic Call Features🡪Ring Group.

• Click on to add a ring group.
• Click on to edit the ring group. The following table shows the ring group configuration parameters.
• Click on to delete the ring group.

Remote Extension in Ring Group

Remote extensions from the peer trunk of a remote UCM can be included in the ring group with local extensions. An example of a Ring Group with peer extensions is presented in the following:

1. Creating SIP Peer Trunk between UCM_A and UCM_B. SIP Trunk can be found under Web GUI🡪Extension/Trunk🡪VoIP Trunks. Also, please configure their Inbound/Outbound routes accordingly.
2. Click the edit button in the menu , and check if Sync LDAP Enable is selected. This option will allow UCM_A to update the remote LDAP server automatically from peer UCM_B. In addition, the Sync LDAP Password must match for UCM_A and UCM_B to sync the LDAP contact automatically. Port number can be anything between 0~65535, and use the outbound rule created in step 1 for the LDAP Outbound Rule option.

3. In case if LDAP server does not sync automatically, the user can manually sync the LDAP server. Under the VoIP Trunks page, click the sync button shown in the following figure to manually sync LDAP contacts from peer UCM.

4. Under the Ring Groups setting page, click “Add”. Ring Groups can be found under Web GUI > Basic Call Features > Ring Groups.
5. If the LDAP server is synced correctly, the Available LDAP Numbers box will display available remote extensions that can be included in the current ring group. Please also make sure the extensions in the peer UCM can be included to that UCM’s LDAP contact.

Paging/Intercom

Paging and Intercom Group can be used to make an announcement over the speaker on a group of phones. Targeted phones will answer immediately using the speaker. The CloudUCM paging and intercom can be used via feature code to a single extension or a paging/intercom group. This section describes the configuration of the paging/intercom group under Web GUI🡪Basic Call Features🡪Paging/Intercom.

Paging/Intercom Groups

2-way Intercom

Private Intercom

The Private Intercom feature enables controlled, one-way communication within an intercom group. When activated, only the initiator’s voice is broadcast to all other members, while the initiator can hear responses from each member individually. Members cannot hear each other, ensuring that conversations remain private between each participant and the initiator.

1-way Paging

1-way paging allows the user to send a voice message to the endpoints; the user can either directly announce the message or send a prerecorded voice message to the endpoints.

Video Broadcast

Using this feature, the user can send a video to the SIP endpoints that support streaming video to notify the users of the beginning of a paging. To configure Video Broadcast before a paging, the user can create a 1-way paging following the steps mentioned in the previous section. Then the user can enable “Video Broadcast” in the settings.

The user can upload the video in the “Announcement File” section, as shown in the screenshot below.

Scheduled Paging/Intercom

Pending Paging/Intercom

In this page, the user can create a scheduled intercom/paging to be played automatically when the time scheduled arrives.

Paging/Intercom	Select existing paging/intercom groups.
Name	Enter the name of the scheduled Intercom/Paging.
Caller	Once a caller is selected and the specified start time is reached, the system will contact the caller. If this call is rejected, the page/intercom will be cancelled. If the caller is set to None, the system will call all group members and play the configured prompt.
Start Date	Select the date of the start of the paging/intercom
Start Time	Select the start time of the paging/intercom.
Repeat	Select the repeat interval of the paging/intercom. No Repeat: The intercom/paging will play once on the scheduled date and time Everyday: The intercom/paging will play daily starting from the scheduled day and on the time scheduled every day. Weekly: The intercom/paging will play weekly on the selected day(s) of the week. Monthly: The intercom/paging will play monthly on the selected date of the month.
Sync to Google Calendar	This feature cannot be used if Google Services have not been authorized. Please resolve this in the Integrations > Google Services page.

Once the paging and intercom have been created, they can be viewed on the same page.

Paging/Intercom Schedule

This section displays the schedule of the paging/intercom that has been scheduled. The user can choose to display per day, week, or month.

Call Queue

CloudUCM supports call queues by using static agents or dynamic agents. The Call Queue system can accept more calls than the available agents. This section describes the configuration of the call queue under Basic Call Features🡪Call Queue.

Add Call Queue

Call queue settings can be accessed via the Basic Call Features🡪Call Queue.

• Click on “Add” to add a call queue.
• Click on to edit the call queue.
• Click on to delete the call queue.

The call queue configuration parameters are listed in the table below.

Static and Dynamic Agents

There are two types of agents that can be part of a call queue:

• Dynamic Agents: Can log in and out of the call queue at any time by using preset codes (e.g., dialing *31*100 to log into queue 100).
• Static Agents: Manually added by an administrator when configuring the call queue.

Agent Limit Specification

The total number of agents (combined static and dynamic) across all queues on the CloudUCM is controlled by your CloudUCM plan. This limit is calculated as follows:

• If your plan supports fewer than 100 extensions, the maximum total number of agents is equal to the number of supported extensions.
• If your plan supports 100 or more extensions, the maximum total number of agents is capped at 100.

Static Agents

Static agents are configured manually within each queue’s settings under Basic Call Features→Call Queue→Create/Edit Queue→Agents.

Dynamic Agents

While static agents need to be manually configured in the call queue settings, dynamic agents only need a Login and Logout suffix to be able to join a queue.

These codes can be found under Basic Call Features→Call Queue→Global Queue Settings→Dynamic Agent Login Settings, as shown below:

Call Queue Feature Codes

Users can leverage feature codes to perform different call queue-related actions by accessing Basic Call Features → Feature Codes → Feature Codes. Below is the description of each code along with its default values:

• Agent Pause (*83): Allows agents to pause their activity in all queues for a specific reason. Once the code is dialed, the agent will be prompted to enter a pause reason represented by a digit from 0 to 9. Another way to do this is to dial the feature code and the reason code number together. (e.g. dialing *831 to directly set the pause status as “Lunchtime” (1)).
• Agent Unpause (*84): This code is used by the agent to resume activity in all queues.

• Dynamic Agent Logout (*85): Agents can dial this code to log out from all queues.

Queue Recordings

Queue recordings are shown under Basic Call Features🡪Call Queue🡪Queue Recordings.

• Click on

to download the recording file in .wav format, and on

to delete the recording file.

Queue Switchboard

Switchboard is a Web GUI tool for call queue monitoring and management, admin can access to it from the menu Basic Call Features🡪Call Queue then press “Switchboard”.

Following page will be displayed:

The page above summarizes the available queues’ statistics, and if one of the queues is clicked, the user will be directed to the page below:

The table below gives a brief description of the main menus:

Queue Switchboard Privilege

There are three different privilege levels for Call Queue management from the switchboard: Super Admin, Queue Chairman, and Queue Agent.

Call Queue Statistics

Along with call center features, users can also gather detailed call queue statistics, allowing them to make better changes/decisions to manage the call distribution and handling based on time, agent, and queue.

To access call queue statistics, go to Basic Call Features > Call Queue and click on “Call Queue Statistics”. The following page will be displayed:

Users can download statistics in CSV/XLSX format by clicking the button. They can also set up automatic email deliveries of these statistics at regular intervals by clicking on

Additionally, users can clear the statistics using the button.

This section provides a detailed description of each tab on the Basic Call Features🡪Call Queue🡪Call Queue Statistics pages.

Overview Tab

The overview page shows the following information:

• Agent statistics: shows the number of calls and call-related information of agents.
• Queue Statistics: counts the number of calls in the queue and provides information such as calls, waiting, and callbacks.
• Agent satisfaction statistics: used for users’ rating of agents;
• Queue satisfaction statistics: counts the score survey statistics.

By selecting a time interval, administrators can get detailed statistics for agents such as total calls, answered calls, etc, as well as queue statistics like abandoned calls, transferred calls, and SLA.

A more detailed version of the queue statistics (as shown in the image below) can be found under Call Queue🡪Call Queue Statistics🡪Overview🡪Queue Statistics🡪Options🡪Details.

Agent Details Tab

Agent Details is a call log that shows every call to each individual agent from all queues. The following information is available:

• Time: the date and time the call was received.
• Agent: the agent extension that was rung for the call.
• Name: the name of to agent that received the call.
• Queue: the queue that the call went to.
• Caller ID Number: the CID of the caller
• Abandoned: indicates whether the call was picked up or not by that specific agent. If the call rang several agents simultaneously, and this specific agent did not pick up the call, the call will be considered abandoned even if a different agent in the same queue picked it up.
• Wait Time: the amount of time that the call was waiting in the queue after dialing in.
• Talk Time: the duration of the call after it was picked up by the agent.
• Service Satisfaction: Indicates whether the call was not surveyed, not evaluated, or provides the satisfaction score result.

Login Record Tab

Login Record is a report that shows the timestamps of dynamic agent logins and logouts and calculates the login duration. The following information is available:

• Agent: the extension that logged in and out.
• Queue: the queue that the extension logged in and out of.
• Login Time: the time that the extension logged into the queue.
• Logout Time: the time that the extension logged out of the queue.
• Login Duration: the total length of time that the extension was logged in.

Pause Log Tab

Pause Log is a report that shows information related to agent pauses. An entry will only be created after an agent unpauses. The following information is available:

• Agent: The extension that paused/unpaused.
• Name: The name of the agents that paused/unpaused.
• Queue: The queue that the agent is in.
• Pause Time: The time when the agent paused.
• Resume Time: The time when the agent unpaused.
• Pause Duration: The total length of time the agent was paused for.
• Pause Reason: The reason for the pause (e.g., lunch, coffee break, etc…)

Global Queue Settings

As explained before, under this section, users can configure the feature codes for Dynamic agent login and logout, and also can now customize the keys for virtual queue options as shown below.

Speed Dial

Add Speed Dial

The CloudUCM supports the Speed Dial feature that allows users to call a certain destination by pressing one or four digits on the keypad. This creates a system-wide speed dial access for all the extensions on the CloudUCM.

To enable Speed Dial, on the CloudUCM Web GUI, go to page Web GUI→Basic Call Features→Speed Dial.

The user should first click on “Add”, then decide from one-digit up to four-digit combinations used for Speed Dial, and select a dial destination from “Default Destination”. The supported destinations include extension, voicemail, conference room, voicemail group, IVR, ring group, call queue, page group, DISA, Dial by Name, and external number.

Import Speed Dial

The user can import speed dial entries from a csv/xlsx file, which reduces the amount of configuring the same speed dial entries on different UCMs. To do this, please click on “Import” as the figure below shows.

Then select the csv/xlsx file of the speed dial entries and click

Export Speed Dial

To export speed dial entries, please click on export as the screenshot below shows, then choose the location where to save the csv/xlsx file.

Event List

Besides BLF, users can also configure the phones to monitor the event list. In this way, both local extensions on the same CloudUCM and remote extensions on the VoIP trunk can be monitored. The event list setting is under Web GUI > Basic Call Features > Event List.

• Click on “Add” to add a new event list.
• Sort selected extensions manually in the Event list
• Click on to edit the event list configuration.
• Click on to delete the event list.

Remote extension monitoring works on the UCM via event list BLF, among Peer SIP trunks or Register SIP trunks (register to each other). Therefore, please properly configure SIP trunks on the UCM first before using the remote BLF feature. Please note that the SIP endpoints need support for event list BLF in order to monitor remote extensions.

When an event list is created on the UCM and remote extensions are added to the list, the UCM will send out SIP SUBSCRIBE to the remote UCM to obtain the remote extension status. When the SIP endpoints register and subscribe to the local UCM event list, they can obtain the remote extension status from this event list. Once successfully configured, the event list page will show the status of the total extension and subscribers for each event list. Users can also select the event URI to check the monitored extension’s status and the subscribers’ details.

Feature Codes

The CloudUCM also allows users to one-click enable/disable specific feature code, as shown below:

Parking Lot

The user can create parking lots and their related slots under Basic Call Features > Parking Lot. In the Parking Lot page, users can create lots of their own. This allows different groups within an organization to have their own parking lots instead of sharing one large parking lot with others. While creating a new parking lot, users can assign it a range that they think is appropriate for the group that will use the parking lot.

The user can create a new Parking lot by clicking on the button “Add” :

Call Park

The CloudUCM provides call park and call pickup features via feature code.

Park a Call

Two feature codes can be used to park the call.

• Feature Maps🡪Call Park (Default code #72)
  

During an active call, press #72, and the call will be parked. Parking lot number (default range 701 to 720) will be announced after parking the call.

• Feature Misc🡪Call Park (Default code 700)
  

During an active call, initiate blind transfer (default code #1) and then dial 700 to park the call. Parking lot number (default range 701 to 720) will be announced after parking the call.

Retrieve Parked Call

To retrieve the parked call, simply dial the parking lot number, and the call will be established. If a parked call is not retrieved after the timeout, the original extension that parks the call will be called back.

Monitor Call Park CID Name Information (GXP21xx, GRP261x Phones Only)

Users can see the CID name information of parked calls. VPK/MPKs must be configured as “Monitored Call Park” with the desired parking lot extension. The display will alternate between displaying the parking lot extension and the call’s CID name. There is no need to configure anything on the UCM.

ADVANCED CALL FEATURES

Pickup Groups

The CloudUCM supports the pickup group feature, which allows users to pick up incoming calls for other extensions if they are in the same pickup group, by dialing the “Pickup Extension” feature code (by default *8).

Configure Pickup Groups

Pickup groups can be configured via Web GUI🡪Advanced Call Features🡪Pickup Groups.

• Click on to create a new pickup group.
• Click the button to upload the pickup group information in CSV/XLSX format.
• Click the button to generate pickup group information in CSV/XLSX format.
• Click on to edit the pickup group.
• Click on to delete the pickup group.

Select extensions from the list on the left side to the right side.

Configure Pickup Feature Code

When picking up the call for the pickup group member, the user only needs to dial the pickup feature code. It is not necessary to add the extension number after the pickup feature code. The pickup feature code is configurable under Web GUI🡪Advanced Call Features🡪Feature Codes.

The default feature code for call pickup extension is *8. Otherwise, if the person intending to pick up the call knows the ringing extension, they can use ** followed by the extension number to perform the call pickup operation. The following figure shows where you can customize these feature codes.

Dial By Name

Dial by Name is a feature on the PBX that allows the caller to search for a person by first or last name via his/her phone’s keypad. The administrator can define the Dial by Name directory, including the desired extensions in the directory and the searching type by “first name” or “last name”. After dialing in, the PBX IVR/Auto Attendant will guide the caller to spell the digits to find the person in the Dial by Name directory. This feature allows customers/clients to use the guided automatic system to contact the enterprise employees without having to know the extension number, which brings convenience and improves the business image for the enterprise.

Dial by Name Configuration

The administrators can create a dial by name group under Web GUI🡪Advanced Call Features🡪Dial By Name.

1. Name
   

Enter a Name to identify the Dial by Name group.

2. Extension
   

Configure the direct dial extension for the Dial By Name group.

3. Custom Prompt
   

This option sets a custom prompt for the directory to announce to a caller. The file can be uploaded from the page “Custom Prompt”. Click “Upload Audio File” to add record.

4. Available Extensions/Selected Extensions
   

Select available extensions from the left side to the right side as the directory for the Dial By Name group. Only the selected extensions here can be reached by the Dial By Name IVR when dialing into this group. The extensions here must have a valid first name and last name configured under Web GUI🡪Extension/Trunk🡪Extensions to be searchable in the Dial By Name directory through IVR. By specifying the extensions here, the administrators can make sure unscreened calls will not reach the company employee if he/she do not want to receive them directly.

5. Prompt Wait Time
   

Configure “Prompt Wait Time” for the Dial By Name feature. During a Dial By Name call, the caller will need to input the first letters of the First/Last name before this wait time is reached. Otherwise, a timeout will occur, and the call might hang up. The timeout range is between 3 and 60 seconds.

6. Query Type
   

Specify the query type. This defines how the caller will need to enter to search the directory.

By First Name: enter the first 3 digits of the first name to search the directory.

By Last Name: enter the first 3 digits of the last name to search the directory.

7. Select Type
   

Specify the selected type on the search result. The IVR will confirm the name/number for the party the caller would like to reach before dialing out.

By Order: After the caller enters the digits, the IVR will announce the first matching party’s name and number. The caller can confirm and dial out if it is the destination party, or press * to listen to the next matching result if it is not the desired party to call.

By Menu: After the caller enters the digits, the IVR will announce 8 matching results. The caller can press numbers 1 to 8 to select and call, or press 9 for results on the next page.

The Dial by Name group can be used as the destination for inbound route and key pressing event for IVR. The group name defined here will show up in the destination list when configuring IVR and inbound route. If Dial by Name is set as a key pressing event for IVR, the user could use ‘*’ to exit from Dial by Name, then re-enter IVR and start a new event. The following example shows how to use this option.

Please refer to [Username Prompt Customization] for Username Prompt Customization.

DISA

In many situations, the user will find the need to access his own IP PBX resources, but he is not physically near one of his extensions. However, he does have access to his own cell phone. In this case, we can use what is commonly known as DISA (Direct Inward System Access). Under this scenario, the user will be able to call from the outside, whether it is using his cell phone, pay phone, etc. After calling into the CloudUCM, the user can then dial out via the SIP trunk connected to the CloudUCM, as it is an internal extension.

The CloudUCM supports DISA to be used in IVR or an inbound route. Before using it, create a new DISA under Web GUI🡪Advanced Call Features🡪DISA.

• Click on to add a new DISA.
• Click on to edit the DISA configuration.
• Click on to delete the DISA.

The following table details the parameters to set and configure the DISA feature on CloudUCM.

Once successfully created, users can configure the inbound route destination as “DISA” or IVR key event as “DISA”. When dialing into DISA, users will be prompted for a password first. After entering the correct password, a second dial tone will be heard for the users to dial out.

Callback

Callback is designed for users who often use their mobile phones to make long-distance or international calls, which may have high service charges. The callback feature provides an economic solution to reduce the cost of this.

The callback feature works as follows:

1. Configure a new callback on the CloudUCM.
2. On the CloudUCM, configure the destination of the inbound route for callback.
3. Save and apply the settings.
4. The user calls the number of the CloudUCM using the mobile phone, which goes to the callback destination as specified in the inbound route.
5. Once the user hears the ringback tone from the mobile phone, hang up the call on the mobile phone.
6. The CloudUCM will call back the user.
7. The user answers the call.
8. The call will be sent to DISA or IVR, which directs the user to dial the destination number.
9. The user will be connected to the destination number.

In this way, the calls are placed and connected through trunks on the CloudUCM instead of to the mobile phone. Therefore, the user will not be charged on mobile phone services for long-distance or international calls.

To configure callback on the CloudUCM, go to the Web GUI🡪Advanced Call Features🡪Callback page and click on . Configuration parameters are listed in the following table.

Fax/T.38

The CloudUCM supports T.38 Fax. It can convert the received Fax to PDF format and send it to the configured Email address. Fax/T.38 settings can be accessed via Web GUI🡪Advanced Call Features🡪FAX/T.38. The list of received Fax files will be displayed on the same web page for users to view, retrieve, and delete.

• Click on “Create New Fax Extension”. In the pop-up window, fill in the extension, name, and Email address to send the received Fax to.
• Click on “Fax Settings” to configure the Fax parameters.
• Click on to edit the Fax extension.
• Click on to delete the Fax extension.

Enable Error Correction Mode	Configure to enable Error Correction Mode (ECM) for the Fax. The default setting is “Yes”.
Maximum Transfer Rate	Configure the maximum transfer rate during the Fax rate negotiation. The possible values are 2400, 4800, 7200, 9600, 12000, and 14400. The default setting is 14400.
Minimum Transfer Rate	Configure the minimum transfer rate during the Fax rate negotiation. The possible values are 2400, 4800, 7200, 9600, 12000, and 14000. The default setting is 2400.
Max Concurrent Sending Fax	Configure the concurrent fax that can be sent by CloudUCM. Two modes, “Only” and “More”, are supported. Only: Under this mode, the CloudUCM allows only a single user to send a fax at a time. More: Under this mode, the CloudUCM supports multiple concurrent fax sending by the users. By default, this option is set to “only”.
Fax Queue Length	Configure the maximum length of Fax Queue from 6 to 10. The default setting is 6.
User Information in Fax Header	If enabled, this will give users the option to send a special header in SIP fax messages.
Fax Header Information	Adds fax header into the fax file.
Default Email Address	Configure the Email address to send the received Fax to if the user’s Email address cannot be found. Note: The extension’s Email address or the Fax’s default Email address needs to be configured to receive Fax from Email. If neither of them is configured, Fax will not be received from email.
Template Variables	Fill in the “Subject:” and “Message:” content, to be used in the Email when sending the Fax to the users. The template variables are: ${CALLERIDNUM} : Caller ID Number ${CALLERIDNAME} : Caller ID Name ${RECEIVEEXTEN} : The extension to receive the Fax ${FAXPAGES} : Number of pages in the Fax ${VM_DATE} : The date and time when the Fax is received. (Format: MM/dd/yyyy hh:mm:ss )
Send PDF Files Only	If enabled, fax emails will no longer attach TIFF files. Only PDF files will be attached.
Enable Fax Resend	Enables the fax resend option which allows the UCM to keep attempting to send faxes up to a specified amount of times. Additionally, if fax still fails to send, a Resend button will appear in the File Send Progress list in Advanced Call Features > Fax Sending to allow manual resending.
Max Resend Attempts	Configures the number of the maximum attempts to resend the fax. The default value is set to 5.
Fax Resend Frequency	Configures the Fax Resend Frequency. The default value is set to 50.

Announcement Center

The CloudUCM supports the Announcement Center feature, which allows users to pre-record and store voice messages in the CloudUCM with a specified code. The users can also create group with specified extensions. When the code and the group number are dialed together in the combination of code + group number, the specified voice message is sent to all group members and only extensions in the group will hear the voice message. To access the Annoucement Center configuration page, please navigate to Feature Codes → Announcement Center

Announcement Center Settings

Users can configure the following settings when creating an Annoucement Center:

Group Settings

The Announcement Center feature can be found under Web GUI > Advanced Call Features > Announcement Center. The following example demonstrates the usage of this feature.

1. Click to add a new group.
2. Give a name to the newly created group.
3. Create a group number that is used with code to send a voice message.
4. Select the extensions to be included in the group that will receive the voice message.

In this example, group “Test” has the number 666. Extensions 1000, 1001, and 1002 are in this group.

5. Click to create a new Announcement Center.
6. Give a name to the newly created Announcement Center.
7. Specify the code that will be used with the group number to send the voice message to.
8. Select the message that will be used by the code from the Custom Prompt drop-down menu. To create a new Prompt, please click the “Prompt” link and follow the instructions on that page.

Code and Group number are used together to direct a specified message to the target group. All extensions in the group will receive the message. For example, we can send code 55 to group 666 by dialing 55666 from any extension registered to the CloudUCM. All the members in group 666 who are extension 1000, 1001, and 1002 will receive this voice message after they pick up the call.

Announcement

The Announcement feature (not to be confused with Announcement Paging and Announcement Center) is a feature that allows users to set an unskippable audio file to play to callers before routing them to a configured destination. Announcements can be configured as a destination in the Inbound Routes page.

To configure Announcement, users need to follow the steps below:

1. Navigate on the web GUI under Advanced Call Features 🡪 Announcement
2. Click on to add a new Announcement.
3. Configure the required fields Name, Prompt, and Default Destination to be used for the announcement.

Save and apply the configuration.

The table below gives a more detailed description of the configuration parameters when creating an Announcement.

Name	Configure the name of the Announcement.
Prompt	Audio file that needs to be uploaded in order to be played for a specific destination.
Default Destination	Select the destination where to play the audio file.

Shared Call Appearance (SCA)

Shared Call Appearance (SCA) functionality has been added to the CloudUCM. With SCA, users can assign multiple devices to one extension, configure endpoints to monitor that extension, take actions on behalf of that extension, such as viewing call status and placing and receiving calls, and even barging into existing calls. To configure the SCA functionality, please follow the steps below:

1. Users can enable SCA by navigating to the Extensions page, editing the desired extension, and enabling the SCA option under the “Feature” tab, and in the “Other Settings” category.

2. After enabling the option, navigate to Advanced Call Features🡪SCA. The newly enabled SCA extension will be listed. Click the “+” button under the Options column to add a number that will share the main extension’s call appearance, which will be called private numbers.

3. Configure the private number as desired.

4. Once the private number has been created, users must now register a device to it. To properly register a device to the private number, use the configured private number as the SIP User ID. Auth ID and Password will be the same as the main extensions. Once registration is complete, SCA is now configured.

5. Next, configure the VPK or MPK to Shared for both the main extension and the private number. SCA is now configured for both endpoint devices.

The following table describes the SCA Number configuration setting:

Private Number	Configures the private number for the SCA.
Related Shared Line	Display the related shared line.
Enable This Number	Whether enable this private number. If not enabled, this private number is only record in DB, it will not affect other system feature.
Allow Origination from This Number	Enable this option will allow calling from this private number. By default, it is enabled.
Allow Termination to This Number	Enable this option will allows calls to this private number. By default, it is enabled.

The following table describes the options available when editing the SCA number:

Shared Line Number	While SCA is enabled, this number will be the same as the extension number.
Allow Call Retrieve from Another Location	Allows remote call retrieval. Must be enabled in public hold. By default, it is enabled.
Alert All Appearances for Group Paging Calls	Allows all SCA group members to ring when the SCA shared number is paged. If disabled, only the SCA shared number will ring when paged. By default, it is disabled.
Multiple Call Arrangement	Allows simultaneous calls in an SCA group. By default, it is disabled.
Allow Bridging between Locations	Allows location bridging for SCA group. Must be enabled when using the Barge-In feature. By default, it is disabled.
Bridge Warning Tone	Configures the notification in the bridge when another party join. None: No notification sound. Barge-In only: Notification sound will play when another party join. Barge-In and Repeat: Notification sound will play when another party joins and repeat every 30 seconds. By default, it is set to “Barge-In Only”.

Emergency Calls

Emergency Calls

UCM supports configuration and management of numbers to be called in emergency situation, thus bypassing the regular outbound call routing process and allowing users in critical situation to dial out for emergency help with the possibility to have redundant trunks as point of exit in case one of the lines is down.

The CloudUCM is fully compliant with Kari’s Law and Ray Baum’s Act. For more information, please refer to the following links:

https://www.fcc.gov/mlts-911-requirements

https://documentation.grandstream.com/knowledge-base/emergency-calls/

In addition, Emergency calls can be automatically recorded by toggling on the new Auto Record, and recordings can be viewed in the new Emergency Recordings tab on the same page. Additionally, users can have these recordings sent to the configured email address(es).

Email alerts are also supported after enabling the notification for the event under “Maintenance 🡪 System Events”.

To configure emergency numbers, users need to follow the steps below:

1. Navigate on the web GUI under Advanced Call Features 🡪 Emergency Calls
2. Click on to add a new emergency number.
3. Configure the required fields “Name, Emergency Number, and Trunk(s) to be used to reach the number”.
4. Save and apply the configuration.

The table below gives a more detailed description of the configuration Parameters when creating emergency numbers.

Emergency Recordings

The CloudUCM allows recording emergency calls, and they can be found under WebUI → Call Feature → Emergency Calls → Emergency Recordings

Emergency Location Mapping

To ensure compliance with Kari’s Law and the Ray Baum’s Act, CloudUCM’s Emergency Calls feature supports comprehensive emergency location mapping. This allows administrators to associate both individual extensions and IP subnets with Emergency Location Identification Numbers (ELINs).

These ELINs are provided to E911 service providers, enabling them to identify a caller’s precise location based on their specific device or network segment. This feature can be configured under Advanced Call Features → Emergency Calls → Emergency Location Mapping.

• ELIN: The emergency location identification number registered with the E911 provider. This number will be sent out as the emergency call’s CID number.
• Geolocation Routing: Toggles whether to include the Geolocation header in the emergency call SIP INVITE message. The Location field value will be used as the Geolocation header value.
• Send PAI Header: PAI stands for P-Asserted-Identity. Once enabled, the ELIN number will be sent via the PAI header field to ensure accurate location tracking for emergency services. This PAI header field takes precedence over the PAI header field of the trunks.
• Type:
  • Network Method: Click add then enter the subnet address and the position.
  • Extension Method: Click add then enter the extension number and the position.

Restrict Calls

Restrict calls is a feature that can be used to restrict calls between internal extensions besides those in the Allowed List.

This section describes the configuration of this feature in the Advanced Call Features > Restrict Calls page.

Configure Restrict Calls

• Click on “Add” to add a rule to restrict calls.
• Click on to edit the rule of restricting calls.
• Click on to delete the rule of restricting calls.

Name	Configure Restrict call’s name
Restrict Calls between extensions	When enabled, members of the group cannot dial other extension, only the numbers in the Allowed List. By default it’s enabled.
Members	Configure the members that will not be able to call any extensions besides those in the Allowed List.
Allowed list	Select the extensions that the Members list can be able to call.

Operator Panel

Configure Operator Panel

Operator Panel settings can be accessed via Web GUI🡪Advanced Call Features🡪Operator Panel.

The CloudUCM supports the operator panel so that UCM extension can be used as admin to manage calls and activities such as extension status, call queue status, transfer, barge-in, hangup, etc. On Grandstream Wave client, it can display the extensions, ring group, voicemail, call queue, call park status under the management of the extension. This section describes how to configure the operator panel.

• Click on “Add” to create the operator panel.
• Click on

  

  to edit the operator panel.
• Click on

  

  to delete the operator panel.

Time Condition Routing

Time Condition Routing allows the user to create default destinations for call queues and ring groups which are based on time conditions under Advanced Call Features > Time Condition Routing.

MESSAGING

IM Settings

In IM Settings tab, the user can choose to enable or disable read receipts when exchanging messaging using Wave.

Cloud IM Service

The Cloud IM Service allows administrators to configure and manage instant messaging for CloudUCM instances. Using this page, users can enable Cloud IM, connect the CloudUCM to a Cloud IM server, and define essential parameters to control messaging behavior.

Live Chat

Live Chat feature allows to create chat channels that can be embedded on your website to enable your client to reach your customer service more easily. The client can chat with the support agent either through text or through a voice call.

Message Broadcast

Message broadcast feature allows the administrator to broadcast a text message to all the endpoints selected by the administrator. The administrator can select departments or individual extensions to broadcast a text message.

SMS Settings

SMS Settings

Configuring the SMS feature on the CloudUCM allows the administrators to enable two-factor authentication, to send alerts, and meeting notices.

SMS Template

The template of the SMS can be modified in “SMS Template” tab. Please note that carriers may require to pre-register the templates for SMS that the UCM will send. Refer to the Amazon and Twilio documentation for more information.

SMS Delivery Log

All the SMS messages sent will be logged in the following tab.

Advanced Messaging

The Advanced Messaging page provides a centralized interface for configuring chatbots, WhatsApp connectivity, and third-party messaging integrations directly from the CloudUCM management portal. This allows administrators to easily create, manage, and integrate messaging services without relying on external tools.

The advanced messaging feature supports configuring:

• General Chatbot: A customizable chatbot that can handle automated conversations and responses across supported messaging platforms.
• Whatsapp Chatbot: A chatbot integrated with WhatsApp to automate customer interactions, messaging, and service workflows within the WhatsApp ecosystem.

Chatbot

General Chatbot

• Navigate to CloudUCM Web UI → Messaging → Advanced Messaging → Chatbot. Click Add to create a new chatbot. This will open the chatbot configuration page where you can define the chatbot type and basic settings.

• In the Add Chatbot – Basic Settings page:
  • Name – Enter a unique name for the chatbot (e.g., SupportBot).
  • Description – (Optional) Add notes or details about the chatbot’s purpose.
  • Apply to Channel – Select the messaging channel where the chatbot will be used (e.g., WhatsApp or General).

• After saving the basic settings, the chatbot will be created successfully. A Default Reply Flow is automatically applied, starting with a standard greeting (e.g., Hello! How can I help you?).
  • To customize this behavior, click Edit Reply Process and define the conversation flow according to your needs.
  • If no changes are required, click Back to List to return to the chatbot overview page.

In the Default Reply Flow editor:

• Enable – Toggle on/off to activate or disable the reply flow.
• Description – (Optional) Add details about the reply flow’s purpose.
• Message – Enter the default greeting or automated response (e.g., Hello! How can I help you?).
• Add Button – Insert interactive buttons to guide users toward predefined options or actions.

Click OK to save the changes.

In the Default Reply Flow editor, you can add interactive options and responses:

• Under the default greeting, click Add Button and label it (e.g., Business Hours).
• Link the button to a Reply block that contains the desired response (e.g., Our business hours are Monday to Friday, 9:00 AM – 6:00 PM. How can I assist you today?).
• Use the Test panel on the right to preview the chatbot’s behavior.

Once satisfied, click Publish to activate the chatbot flow.

Whatsapp Chatbot

From the Advanced Messaging → WhatsApp tab, click Add WhatsApp. This opens the configuration page to register your WhatsApp account with the UCM.

Fill in the required fields:

• Name – Enter a unique identifier for the WhatsApp integration.
• Token – Provide the authentication token generated by your WhatsApp service.
• Webhook – Enter the webhook URL for event callbacks.
• Secret Key – (Optional) Add a key for securing webhook communications.
• WhatsApp Phone Number – Enter the registered WhatsApp phone number.
• Destination Number – Select the CloudUCM extension that will receive WhatsApp messages.
• Display sessions taken by other agents: Shows active chat sessions that are already handled by another agent.
• Enable Chatbot – Toggle on and choose the chatbot to handle automated replies.

Define Chatbot Behavior

• Chatbot Mode – Select how the chatbot should operate: Automatic Reception or Chat Assistance.
• Transfer to Agent – Configure the fallback message when the chatbot cannot handle the request (e.g., Click “Transfer to Agent” to start chatting with customer service).
• After Hours Prompt – Add a custom message to be sent outside business hours.

Integration

In the Integration tab, enable Interface Link to allow the CloudUCM to send notification messages to Wave users.

• Click Add to create a new integration entry.
• Provide the App Name, Token, and URL as required.

For detailed API usage, refer to the API documentation linked in the interface.

When creating a new integration, enter the following details:

• App ID – Automatically generated unique identifier for the application.
• App Name – Enter a descriptive name for the integration (e.g., TEST).
• Token – Provide the authentication token used for secure communication.

Click Generate Interface Link to complete the setup.

Once the interface link is generated, the application will appear in the list with its details:

• App ID – Unique identifier of the integration.
• App Name – Custom name assigned to the integration.
• Token – Authentication token used for communication.
• URL – Generated interface link for sending notifications.

Use the options on the right to edit, copy, or delete the configuration as needed.

PBX SETTINGS

General Settings

The General Settings allows configuring system-wide behaviors and default parameters that govern call handling, security, and extension management for CloudUCM.

The following table describes all the configuration options on that page:

SIP Settings

General

Session Timer

Transport Protocol

Choose the supported transport protocol used for SIP packets.

ToS

ToS for SIP	Configure the Type of Service for SIP packets. The default setting is None.
ToS for RTP Audio	Configure the Type of Service for RTP audio packets. The default setting is None.
ToS for RTP Video	Configure the Type of Service for RTP video packets. The default setting is None.
Default Incoming/Outgoing Registration Time	Configure the default duration (in seconds) of incoming/outgoing registration. The default setting is 120.
Max Registration/Subscription Time	Configure the maximum duration (in seconds) of incoming registration and subscription allowed by the UCM. The default setting is 3600.
Min Registration/Subscription Time	Configure the minimum duration (in seconds) of incoming registration and subscription allowed by the UCM. The default setting is 60.
Enable Relaxed DTMF	Select to enable relaxed DTMF handling. The default setting is “No”.
DTMF Mode	Select DTMF mode to send DTMF. The default setting is RFC4733. If “Info” is selected, SIP INFO message will be used. If “Inband” is selected, a-law or u-law are required. When “Auto” is selected, “RFC4733” will be used if offered, otherwise “Inband” will be used. The default setting is “RFC4733”.
RTP Timeout	During an active call, if there is no RTP activity within the timeout (in seconds), the call will be terminated. The default setting is no timeout. Note: This setting does not apply to calls on hold.
RTP Hold Timeout	When the call is on hold, if there is no RTP activity within the timeout (in seconds), the call will be terminated. This value of RTP Hold Timeout should be larger than RTP Timeout. The default setting is no timeout.
RTP Keep-alive	This feature can be used to avoid abnormal call drop when the remote provider requires RTP traffic during proceeding. For example, when the call goes into voicemail and there is no RTP traffic sent out from UCM, configuring this option can avoid voicemail drop. When configured, RTP keep-alive packet will be sent to remote party at the configured interval. If set to 0, RTP keep-alive is disabled.
100rel	Configure the 100rel setting on UCM. The default setting is “Yes”.
Trust Remote Party ID	Configure whether the Remote-Party-ID should be trusted. The default setting is “No”.
Send Remote Party ID	Configure whether the Remote-Party-ID should be sent or not. The default setting is “No”.
Generate In-Band Ringing	Configure whether the CloudUCM should generate Inband ringing or not. The default setting is “Never”. Yes: The CloudUCM will send 180 Ringing followed by 183 Session Progress and in-band audio. No: The CloudUCM will send 180 Ringing if 183 Session Progress has not been sent yet. If audio path is established already with 183 then send in-band ringing. Never: Whenever ringing occurs, the UCM will send 180 Ringing as long as 200OK has not been set yet. Inband ringing will not be generated even the end point device is not working properly.
Server User Agent	Configure the user agent string for the CloudUCM.
Send Compact SIP Headers	If enabled, compact SIP headers will be sent. The default setting is “No”.
Passthrough PAI Header	Passthrough PAI Header

STIR/SHAKEN

To prevent robocalls, UCM now supports STIR/SHAKE protocols. Related options have been added as a new tab in the SIP Settings page.

Clicking on the Add button will show the following window:

Clicking on the Certificate Settings button will bring up the following window:

Certificate Download Time (s)	Configure the public key download timeout period, the default value is 2 seconds.
Signature Valid Time (s)	Configure the validity period of the digital signature, the default value is 15 seconds.
Private Key	Configure the Private key. Note: The uploaded file must be less than 2MB in file size, only supports the .key format and must be ECC type. This file will automatically be renamed to “private.key”.
Public Key	Configure the Public Key. Note: The uploaded file must be less than 2MB in file size, only supports the .crt format and must be ECC type. This file will automatically be renamed to “public.crt”.

Misc

RTP Settings

RTP Settings

Payload Type Settings

The CloudUCM payload type for audio codecs and video codes can be configured here.

Music On Hold

Music On Hold settings can be accessed via Web GUI🡪PBX Settings🡪Music On Hold. In this page, users could configure music on hold class and upload music files. The “default” Music On Hold class already has 5 audio files defined for users to use.

• Click on “Create New MOH Class” to add a new Music On Hold class.
• Click on

  

  to configure the MOH class sort method to be “Alpha” or “Random” for the sound files.
• Click on

  

  next to the selected Music On Hold class to delete this Music On Hold class.
• Click on

  

  to start uploading. Users can upload:
• Single files with 8KHz Mono Music file, or
• Music on hold files in a compressed package with .tar, .tar.gz and .tgz as the suffix. The file name can only be letters, digits, or special characters -_
• the size for the uploaded file should be less than 30M, the compressed file will be applied to the entire MoH.
• Users could also download all the music on hold files from UCM. In the Music On Hold page, click on
  

  

  and the file will be downloaded to your local PC.
• Click on

  

  to disable it from the selected Music On Hold Class.
• Click on

  

  to enable it from the selected Music On Hold Class.
• Select the sound files and click on

  

  to delete all selected Music On Hold files.

The CloudUCM allows Users to select the Music On Hold file from WebGUI to play it. The CloudUCM will initiate a call to the selected extension and play this Music On Hold file once the call is answered.

Steps to play the Music On Hold file:

1. Click on the

   

   button for the Music On Hold file.
2. In the prompted window, select the extension to playback and click

   

   .

3. The selected extension will ring.
4. Answer the call to listen to the music playback.

Users could also record their own Music On Hold to override an existing custom prompt, this can be done by following those steps:

1. Click on

   

   .
2. A message of confirmation will pop up, as shown below.

3. Click

   

   .
4. In the prompted window, select the extension to playback and click

   

   .

5. Answer the call and start to record your new music on hold.
6. Hangup the call and refresh Music On Hold page then you can listen to the new recorded file.

Voice Prompt

The CloudUCM supports multiple languages in Web GUI as well as system voice prompt. Currently, there are 16 languages supported in system voice prompt: English (United States), Arabic, Chinese, Dutch, English (United Kingdom), French, German, Greek, Hebrew, Italian, Polish, Portuguese, Russian, Spanish, Catalan, Swedish and Turkish.

English (United States) and Chinese voice prompts are preloaded in with the CloudUCM already. The other languages provided by Grandstream can be downloaded and installed from the CloudUCM Web GUI directly. Additionally, users could customize their own voice prompts, package them and upload to the CloudUCM.

Language settings for voice prompt can be accessed under Web GUI→PBX Settings→Voice Prompt→Language Settings.

Download and Install Voice Prompt Package

To download and install voice prompt package in different languages from CloudUCM, click on “Add Voice Prompt Package” button.

A new dialog window of voice prompt package list will be displayed. Users can see the version number (latest version available V.S. current installed version), package size and options to upgrade or download the language.

Click on to download the language to CloudUCM. The installation will be automatically started once the downloading is finished.

A new language option will be displayed after successfully installed. Users then could select it to apply in the CloudUCM system voice prompt or delete it.

Custom Prompt

Record New Custom Prompt

In CloudUCM PBX Settings → Voice Prompt → Custom Prompt page, click on “Record” and follow the steps below to record new IVR prompt.

1. Specify the file name.
2. Select the format (GSM or WAV) for the prompt file to be recorded.
3. Select the extension to receive the call from the CloudUCM to record the custom prompt.
4. Click the “Record” button. A request will be sent to CloudUCM to call the extension for recording the custom prompt from the phone.
5. Pick up the call from the extension and start the recording following the voice prompt.
6. Once saved, the new custom prompt will be listed on this page. From here, you can manage it by selecting an action:
   
   • Online Playback: listen to the prompt directly from the Web GUI.
   • Playback Using Extension: select an extension to hear the prompt played over a call.
   • Record Again: replace the current recording with a new one.
   • Download: download the custom prompt recorded.
   • Delete: remove the prompt from the system.

Upload Custom Prompt

If the user has a pre-recorded IVR prompt file, click on “Upload” in Web GUI → PBX Settings → Voice Prompt → Custom Prompt page to upload the file to CloudUCM.

The following are required for the prompt file to be successfully uploaded:

• PCM encoded.
• 16 bits.
• 8000Hz mono.
• In .mp3 or .wav format; or raw/ulaw/alaw/gsm file with .ulaw or .alaw suffix.
• File size under 5MB.

Click on button, select the file you want to upload, then click on “choose file to upload” to start uploading. Once uploaded, the file will appear in the Custom Prompt web page.

If the file uploaded is mp3, the following prompt will appear.

Tick “Keep Copy of MP3” to keep an mp3 copy of the file which can be diffused with certain GSC speakers. Diffusing the MP3 files result in a highr quality sound played by GCS speakers.

Download All Custom Prompt

On CloudUCM, the users can download all custom prompts from the Web GUI to local PC. To download all custom prompt, navigate to PBX Settings → Voice Prompt → Custom Prompt and click on ”Download All”. The following window will pop up in order to set a name for the downloaded file.

Username Prompt

There are two ways to customize/set new username prompt:

Upload Username Prompt File from Web GUI

1. First, Users should have a pre-recorded file respecting the following format:
   • PCM encoded / 16 bits / 8000Hz mono.
   • In .tar/.tar.gz/.tgz format
   • File size under 30M.
   • Filename must be set as the extension number with 18 characters max. For example, the recorded file name 1000.wav will be used for extension 1000.

2. Go under web GUI PBX Settings → Voice Prompt → Username Prompt and click on ”Upload” button.
3. Select the recorded file to upload it and press Save and Apply Settings.
   • Click on

     

     to record again the username prompt.
   • Click on to play recorded username prompt.
   • Select username prompts and press

     

     to delete specific file or select multiple files for deletion using the button ”Delete” .

Record Username via Voicemail Menu

The second option to record username is using voicemail menu, please follow below steps:

• Dial *98 to access the voicemail
• After entering the desired extension and voicemail password, dial “0” to enter the recordings menu and then “3” to record a name.

Another option is that each user can record their own name by following below steps:

• The user dials *97 to access his/her voicemail
• After entering the voicemail password, the user can press “0” to enter the recordings menu and then “3” to record his name.

Call Prompt Tones

SIP Trunk Prompt Tone

Prompt Tone Settings tab has been added to the UCM to help users choose which prompt will be played by the UCM during call failure, the following voice message responses have been added and can be set to be played for 4XX, 5XX, and 6XX call failures:

• Default for 404 and 604 status codes: “Your call can’t be completed as dialed. Please check the number and dial again.”
• Default for 5xx status codes: “Server error. Please check your device.”
• Default for 403 and 603 status codes: “The call was rejected by the server. Please try again later.”
• Default for all other status codes: “All circuits are busy now. Please try again later.”

Additionally, custom voice messages recorded and uploaded in PBX Settings🡪Voice Prompt🡪Custom Prompt can be used for these failure responses instead of the default messages.

General Call Prompt Tones

Moreover, users also have the possibility to customize the prompt for typical call failure reasons like (no permission to allow outbound calls, busy lines, incorrect number dialed …Etc.).

To customize these prompts user could record and upload their own files under “’PBX Settings 🡪 Voice Prompt 🡪 Custom Prompts” then select each one for specific call failure case under “PBX Settings -> Call Prompt Tones 🡪 General Call Prompt Tones” page as shown on the following figure:

Alert-Info Prompt

The user can change upload the ringtone files which can be used with Alert-info to play various ringtones depending on the configured behaviour. In this setting, the user can view all the ringtones uploaded, play them, download them, or delete them. If the user wishes to upload new ringtones, he/she can click on “Upload” and choose the ringtone files to upload.

Storage Device Management

The Storage Device Management module allows you to integrate your CloudUCM with external cloud storage services. This page provides the option to configure a connection to a third-party Amazon S3 bucket to archive a copy of your critical data, specifically backup files.

This feature is designed for organizations that require an additional, independent copy of their configuration and data for long-term retention, compliance, or disaster recovery purposes, separate from the primary Grandstream cloud storage.

The table below describes the parameters that can be found on the Amazon S3 configuration tab:

SYSTEM SETTINGS

This section will explain the available system-wide parameters and configuration options on the CloudUCM. This includes settings for the following items: General Settings, HTTP server, Security Settings, LDAP Server, Time Settings, and Email Settings.

General Settings

On general settings, the user can configure the Device Name and Enterprise Contact Number.

HTTP Server

In this section, the administrator can modify the settings regarding the HTTP server of the CloudUCM. The settings include restricting access to specific public IP addresses.

Security Settings

Geo-IP Access Control

This security feature allows administrators to block all access to the CloudUCM from specific countries or geographic regions. When enabled, the system will deny connections from any IP address associated with the blocked countries.

The restriction is comprehensive and applies to:

• Web GUI access (admin and user portals)
• API requests
• Extension registration and communication

The list of blocked countries can be maintained through manual updates or configured to refresh automatically at scheduled intervals.

Country/Region IP Defense supports two enforcement methods, which determine how and when traffic from blocked countries is handled.

1. Non-Strict Defend Mode: In this mode, Country/Region IP Defense is enforced with business priority. Traffic from blocked countries is rejected at the application/service layer. The CloudUCM returns explicit responses (for example, SIP error responses or HTTP error pages). Services remain reachable, but access is denied.
   
2. Strict Defend Mode: In this mode, Country/Region IP Defense is enforced with security priority. Traffic from blocked countries is dropped at the network level, and no SIP, HTTP, or HTTPS response is returned. Requests do not reach the Web server, SIP stack, API services, or Wave services.

Fail2Ban

Fail2ban allows to protect the CloudUCM from brute-force attacks by sending multiple SIP register attempts or login attempts using a dictionary of passwords. By limiting the attempts, the administrator can ensure that the password guessing attempts are limited in a period of time.

The table below describes the Fail2Ban configuration options for CloudUCM:

Data/File Encryption

By default, CloudUCM provides encryption for all data/files. This ensures that sensitive information and files are securely encrypted, protecting them from unauthorized access and preventing potential data leaks.

To access this feature, please navigate to System Settings → Security Settings → Data/File Encryption.

When users click on “Export” button, a CSV file which contains the secret key will be downloaded. This key can be stored safely and used to decrypt the data later on.

The secret key can be updated by clicking on the “Update” button, this would require entering the administrator’s password.

To open and play encrypted audio/video backup files for a CloudUCM system, users need a decryption tool (found on the Grandstream Tools page), a key file and the password for it (set when exporting the key file).

For more information on how to use the decryption tool, please refer to the following guide:

IP PBX – CDR Tool Guide

LDAP Server

The CloudUCM has an embedded LDAP/LDAPS server for users to manage the corporate phonebook in a centralized manner.

• By default, the LDAP server has generated the first phonebook with PBX DN “ou=pbx,dc=pbx,dc=com” based on the CloudUCM user extensions already.
• Users could add new phonebook with a different Phonebook DN for other external contacts. For example, “ou=people,dc=pbx,dc=com”.
• All the phonebooks in the CloudUCM LDAP server have the same Base DN “dc=pbx,dc=com”.

Term Explanation:

cn= Common Name

ou= Organization Unit

dc= Domain Component

These are all parts of the LDAP Data Interchange Format, according to RFC 2849, which is how the LDAP tree is filtered.

If users have the Grandstream phone provisioned by the CloudUCM, the LDAP directory will be set up on the phone and can be used right away for users to access all phonebooks.

Additionally, users could manually configure the LDAP client settings to manipulate the built-in LDAP server on the CloudUCM. If the CloudUCM has multiple LDAP phonebooks created, in the LDAP client configuration, users could use “dc=pbx,dc=com” as Base DN to have access to all phonebooks on the CloudUCM LDAP server, or use a specific phonebook DN, for example “ou=people,dc=pbx,dc=com”, to access to phonebook with Phonebook DN “ou=people,dc=pbx,dc=com ” only.

UCM can also act as an LDAP client to download phonebook entries from another LDAP server.

To access the LDAP server and client settings, go to Web GUI🡪Settings🡪LDAP Server.

LDAP Server Configurations

The following figure shows the default LDAP server configurations on the CloudUCM.

The CloudUCM LDAP server supports anonymous access (read-only) by default. Therefore, the LDAP client does not have to configure a username and password to access the phonebook directory. The “Root DN” and “Root Password” here are for LDAP management and configuration where users will need to provide for authentication purposes before modifying the LDAP information.

The default phonebook list in this LDAP server can be viewed and edited by clicking on/for the first phonebook under LDAP Phonebook.

The CloudUCM support secure LDAP (LDAPS) where the communication is encrypted and secure.

LDAP Phonebook

Users could use the default phonebook, edit the default phonebook, add new phonebook, import phonebook on the LDAP server as well as export phonebook from the LDAP server. The first phonebook with default phonebook dn “ou=pbx,dc=pbx,dc=com” displayed on the LDAP server page is for extensions in this PBX. Users cannot add or delete contacts directly. The contacts information will need to be modified via Web GUI🡪Extension/Trunk🡪Extensions first. The default LDAP phonebook will then be updated automatically.

The user can use the search bar on the top right corner of page, please see the screenshot below.

You can enter the extension number or the name of the contact; if you are unsure about the name or the extension, the search feature supports fuzzy matching.

• Add new phonebook
  

A new sibling phonebook of the default PBX phonebook can be added by clicking on “Add” under “LDAP Phonebook” section.

Configure the “Phonebook Prefix” first. The “Phonebook DN” will be automatically filled in. For example, if configuring “Phonebook Prefix” as “people”, the “Phonebook DN” will be filled with “ou=people,dc=pbx,dc=com”.

Once added, users can select to edit the phonebook attributes and contact list (see figure below) or select to delete the phonebook.

• Import phonebook from your computer to LDAP server
  

Click on “Import Phonebook” and a dialog will prompt as shown in the figure below.

The file to be imported must be a CSV, XLSX, VCF or XML file with UTF-8 encoding. Users can open the file with Notepad and save it with UTF-8 encoding.

Here is how a sample file looks like. Please note “Account Number” and “Phonebook DN” fields are required. Users could export a phonebook file from the CloudUCM LDAP phonebook section first and use it as a sample to start with.

The Phonebook DN field is the same “Phonebook Prefix” entry as when the user clicks on “Add” to create a new phonebook. Therefore, if the user enters “phonebook” in “Phonebook DN” field in the CSV file, the actual phonebook DN “ou=phonebook,dc=pbx,dc=com” will be automatically created by the CloudUCM once the CSV file is imported.

In the CSV file, users can specify different phonebook DN fields for different contacts. If the phonebook DN already exists on the CloudUCM LDAP Phonebook, the contacts in the CSV file will be added into the existing phonebook. If the phonebook DN does not exist on the CloudUCM LDAP Phonebook, a new phonebook with this phonebook DN will be created.

The sample phonebook CSV file in above picture will result in the following LDAP phonebook in the CloudUCM.

As the default LDAP phonebook with DN “ou=pbx,dc=pbx,dc=com” cannot be edited or deleted in LDAP phonebook section, users cannot import contacts with Phonebook DN field “pbx” if existed in the CSV file.

• Export phonebook to your computer from CloudUCM LDAP server

Select the checkbox for the LDAP phonebook and then click on “Export Selected Phonebook” to export the selected phonebook. The exported phonebook can be used as a record or a sample CSV, XLSX, VFC or XML file for the users to add more contacts in it and import to the CloudUCM again.

LDAP Settings

Under UCM webUI🡪 System Settings🡪 LDAP Server, click on “LDAP Settings”, option “Wave enable LDAP phonebook” is available for configuration. If enabled, all Wave users on this UCM will display LDAP contacts. Otherwise, it will not display.

LDAP Client Configuration

The LDAP client configuration enables CloudUCM to integrate with external LDAP servers for centralized user management. This is useful for synchronizing user accounts, credentials, or directories from services like OpenLDAP.

The table below describes the key parameters for configuring CloudUCM as an LDAP client:

To configure Grandstream IP phones as the LDAP clients for CloudUCM, please refer to the following example:

• Server Address: The IP address or domain name of the UCM
  
• Base DN: dc=pbx,dc=com
  
• Username: cn=admin,dc=pbx,dc=com
  
• Password: admin (by default)
  
• LDAP Name Attribute: CallerIDName Email Department FirstName LastName
  
• LDAP Number Attribute: AccountNumber MobileNumber HomeNumber Fax
  
• LDAP Number Filter: (AccountNumber=%)
  
• LDAP Name Filter: (CallerIDName=%)
  
• LDAP Display Name: AccountNumber CallerIDName
  
• LDAP Version: If existed, please select LDAP Version 3
  
• Port: 389
  

The following figure shows the configuration information on a Grandstream GXP2170 to successfully use the LDAP server as configured in [LDAP Server Configurations].

Time Settings

The current system time on the CloudUCM can be found under Web GUI→System Status→Dashboard→PBX Status.

Time Zone Settings

To configure the CloudUCM timezone, go to Web GUI → System Settings → Time Settings → Time Zone Settings.

The time zone settings are described in the table below:

Set Date and Time

To manually set the time on the CloudUCM, go to Web GUI🡪System Settings🡪Time Settings🡪Set Date and Time. The format is YYYY-MM-DD HH:MM:SS.

Office Time

On the CloudUCM, the system administrator can define “office time” which can be used to configure time condition for extension call forwarding and inbound rules. To configure office time, log in to the Web GUI, enter the System Settings🡪Time Settings🡪Office Time, and click the “Add” button to see the following configuration page.

Start Time	Configure the start time for office hour.
End Time	Configure the end time for office hour
Week	Select the workdays in one week.
Show Advanced Options	Check this option to show advanced options. Once selected, please specify “Month” and “Day” below.
Month	Select the months for office time.
Day	Select the workdays in one month.

Select “Start Time”, “End Time” and the day for the “Week” for the office time. The system administrator can also define month and day of the month as advanced options. Once done, click on “Save” and then “Apply Change” for the office time to take effect. The office time will be listed in the web page as the figure shows below.

• Click on
  
  to edit the office time.
  
• Click on
  
  to delete the office time.
  
• Click on “Delete” to delete multiple selected office times at once.
  

Holiday

On the CloudUCM, the system administrator can define Holidays, which can be used by Inbound Routes, Call Forwarding, and other time based features such as Paging/Intercom. To configure holidays, log in to the Web GUI and navigate to System Settings→Time Settings→Holiday.

From this page, the administrator can:

• Configure new new holidays using the “Add” button.
• Edit existing holidays by clicking the “Edit” icon for a specific holiday.
• Delete a single holiday by clicking the “Delete” icon.
• Delete multiple holidays at once by selecting them and clicking the “Delete” button.
• Import holiday configurations using the “Import” button.
• Export holiday configurations using the “Export” button.

When creating/editing a holiday, users can configure the parameters described in the table below:

Custom Time Groups

Users can create custom time frames which can be used as a routing condition in the inbound routes. Multiple time ranges can be added and the frequency can be customized to be every specific weekday or every specific day/week of the selected months.

To access Custom Time Groups, please navigate to System Settings > Time Settings > Custom Time Groups

Email Settings

Email Settings

The Email application on CloudUCM can be used to send out alert event Emails, Voicemail (Voicemail-To-Email) etc. The configuration parameters can be accessed via Web GUI → System Settings → Email Settings → Email Settings.

The table below describes the configuration parameters for common mail service providers:

The table below describes the configuration parameters for Microsoft Outlook:

The following figure shows a sample Email setting on CloudUCM:

Once the configuration is finished, click on “Test”. In the prompt, fill in a valid Email address to send a test email to verify the Email settings on CloudUCM.

Email Template

The Email templates on the CloudUCM can be used for email notification, the configuration parameters can be accessed via Web GUI🡪Settings🡪Email Settings🡪Email Templates.

Users can customize email templates for password reset, voicemail, meeting scheduling, extensions, fax, meeting report, PMS, CDR, emergency call, missed calls, alert events, call queue statistics and etc.

• Click on

  

  icon to edit the template.

Email Footer Hyperlink

Under CloudUCM Web GUI🡪System Settings🡪Email Settings🡪Email Footer Hyperlink, users could edit the text and URL to modify the email footer hyperlink.

Email Send Log

Under CloudUCM Web GUI🡪System Settings🡪Email Settings🡪Email Send Log, users could search, filter, and check whether the email is sent out successfully or not. This page will also display the corresponding error message if the email is not sent out successfully.

Email Log – Display Filter

Email logs will be shown at bottom of the “Email Send Log” page, as shown in the following figure.

Below are the codes returned when sending emails and their description:

Email Codes

Code	Description
250	Mail sent successfully
501	Address format parsing error, 501 will be returned when there are unacceptable characters in the recipient’s email address in MTA mode. Please check if the recipient’s email address format is correct. The “sender” configured on the client is your mail account.
535	The username and password verification in the client mode is incorrect. Please check whether the username and password are configured correctly.
550	Possible reasons: 1. The recipient’s mailbox username does not exist or is in a banned state, please check whether the email recipient is the correct email address. 2. The number of destination addresses sent by the sender exceeds the maximum limit per day and is temporarily blacklisted. Please reduce the sending frequency or try again the next day. 3. The sender’s IP does not pass the SPF permission test of the sending domain. Emails sent in MTA mode may return this error code even if they are sent.
552	The sent email is too large or the email attachment type is prohibited
553	The sender and the email account are inconsistent, please configure the sender as your email account correctly.
554	The email was identified as spam. Please reduce the sending frequency or try again the next day
none	This indicates that there is no return code. If the sending result is “deferred”, the general reason is that the mail service area is configured incorrectly. Please check whether the server configuration is correct. If the sending result is “bounced”, the general reason is that the receiving email address domain name is wrong, please check whether the email recipient is the correct email address. If it is in MTA mode, please check whether the “domain” is configured to be in the same domain name as the “recipient”.

CONTACTS

Address book management is under UCM web UI->Maintenance, and it has two sections “Contact Management” and “Department management”.

Contact Management

Contact management page displays extension contacts and external contacts information.

• Extension contacts

Extension contacts page shows all the extensions that has “Sync Contact” option enabled in extension settings page. The extension contacts here can be edited or deleted individually or in batch. No new extension contact can be added directly from this page. If an extension contact is deleted from this page, “Sync Contact” option is disabled from this extension. This will not delete the extension from UCM.

Click Edit icon to configure name, department, email address and etc for each extension contact.

• External contacts

On external contacts page, the admin can create single external contact, import contacts in batch, edit contacts, delete contacts and export contacts.

Click on “Export” icon, a CSV/XLSX format file will be generated with the current external contacts.

Click on “import” icon, then follow the steps below to add external contacts in batch:

• Step 1: For option “On Duplicate External Contacts”, select whether to skip duplicate contact on the imported CSV/XLSX file or update the duplicate CloudUCM contact with the information in the CSV/XLSX.
• Step 2: Choose file from local PC to upload.
• Step 3: Click on “Upload”.
• Step 4: Click on “Apply” to complete importing external contacts.

Department Management

Departments are organizational units that allows organizing extensions within groups that specify the specialty of a the extension owners within a company. This makes finding contacts easier within the UCM contact books.

Click on “Add” to create a new department. Configure the department name and select the superior department. By default the superior department is the root directory.

On the department list:

• Click on

  

  to create sub department.
• Click on

  

  to add member to the department.
• Click on

  

  to edit the department.

Privilege Management

The user can configure custom privileges other than the default ones (All contacts, Departments and sub-departments contacts). These custom privileges allow more flexible ways of allowing contacts to view all or specific contacts from other departments.

UCM admin can add or edit Privilege Management; under UCM web UI🡪Contacts Privilege Management, there are 2 default privileges:

• Visible to all contacts.
• Only the contact person’s department and sub-department contacts are visible.

DEVICE MANAGEMENT

Onsite Meeting

For workplaces that require employees to return to physical offices for work, Grandstream UCM offers the Onsite Meetings feature, a new way to stay organized and keep up-to-date with in-person meetings. This feature allows administrators to create and manage onsite meeting rooms, specify meeting room locations, schedule meetings, and add conferencing equipment. The new feature can be found under the Device Management > Onsite Meeting page. The first page that appears is the Scheduled Meetings page and tab page, which provide an overview of all created meeting rooms. It provides information about the rooms’ meeting schedules for the day, their locations, their member capacity, and their equipment.

The Pending Meeting tab and Meeting History tab show detailed information about upcoming meetings and previous meetings respectively. From the Pending Meeting tab, users can delete upcoming meetings and extend the duration of ongoing meetings. The Meeting History tab will display the last 6 months of onsite meetings.

IP Camera Devices

The UCM admin can add IPC devices and edit accessible extensions so these extensions can view the surveillance streams for the IPC devices.

Click on “Add” to add IPC device.

Edit the IPC device settings in the table below.

MAINTENANCE

User Management

User management is on Web GUI🡪Maintenance🡪User Management page. User could create multiple accounts for different administrators to log in the CloudUCM Web GUI. Additionally, the system will automatically create user accounts along with creating new extensions for extension users to login to the Web GUI using their extension number and password. All existing user accounts for Web GUI login will be displayed on User Management page as shown in the following figure.

User Information

In this section, the super administrator can create administrator accounts. The user can assign either the role of the admin of the UCM, or create custom privileges for the administrators.

When logged in as Super Admin, click on ”Add” to create a new account for Web GUI user. The following dialog will prompt. Configure the parameters as shown in below table.

When the super admin creates new user, the email address for the new user is optional. However, when the admin user created by super admin logs in to edit user information, email address is mandatory. This email address is the same and will be sync up with the email address configured in login settings.

Once created, the Super Admin can edit the users by clicking on or delete the user by clicking on .

Multi-factor Authentication

To enhance the security for CloudUCM, super admin and admins can select to use multi-factor authentication method for login to protect the login information.

CloudUCM supports three kinds of multi-factor authentication:

• Authentication App: refers to a software application (such as Google Authenticator or Microsoft Authenticator) that generates a unique temporary code for the users to access CloudUCM.
• TOTP Hardware Token: a hardware token that displays a time-sensitive one-time password to allow users to login to CloudUCM.
• FIDO Security Key: a physical device that allows users to login to CloudUCM without the need of a password, instead the device communicates with the Cloud UCM system via a cryptographic handshake, verifying the user’s identity.

Please refer to MFA how to guide here for more information.

Custom Privilege

By default, three levels are supported: Super Administrator, Administrator, Wave Administrator.

Super Administrator

• This is the highest privilege. Super Admin can access all pages on the CloudUCM, change configuration for all options and execute all the operations.
• Super Admin can create, edit, and delete one or more users with the “Admin” privilege
• Super Admin can edit and delete one or more users with the “Consumer” privilege
• Super Admin can view operation logs generated by all users.
• By default, the user account “admin” is configured with the “Super Admin” privilege and it is the only user with the “Super Admin” privilege. The Username and Privilege level cannot be changed or deleted.
• Super Admin could change its own login password on Web GUI→Maintenance→Login Settings page.
• Super Admin could view operations done by all the users in Web GUI→Maintenance→User Management→Operation Log
• The Super Admin can allow administrators to view Email Account passwords.

Administrator

• Users with “Admin” privilege can only be created by “Super Admin” user.
• “Admin” privilege users cannot create new users for login.
• “Admin” privilege users are by default not allowed to access the following pages:

Maintenance → Backup

Maintenance → Upgrade

RemoteConnect

Settings→User Management→Operation Log

Note: By default, administrator accounts are not allowed to access backup menu, but this can be assigned to them by editing the option “Maintenance → User Management → Custom Privilege” then press  to edit the “Admin” account and include backup operation permission for these types of users.

Wave Administrator

• This permission type does not support editing or deletion.
• This includes management of Wave-related function settings only and does not involve access to the CloudUCM module.
• Users can set the Wave Admin privilege for specific extension under Extension/Trunk → Extensions → Edit Extension

For more information, please refer to the Wave Administrator Guide guide.

Add Custom Privilege

The Super Admin user can create users with different privileges. Below are the items available for privilege customization.

Log into CloudUCM as super admin and go to Maintenance→User Management→Custom Privilege, create privilege with customized available modules.

When you add CDR Records and CDR Recording Files custom privileges, additional privileges will appear (All Deletion of CDR and Allow Deletion of CDR Recordings, respectively). This offers more flexibility on the privileges that the admin assigns to the user.

To assign custom privilege to a sub-admin, navigate to UCM Web GUI→Maintenance→User Management→User Information→Create New User/Edit Users, select the custom privilege from “Privilege” option.

Concurrent Multi-user Login

When there are multiple Web GUI users created, concurrent multi-user login is supported on CloudUCM. Multiple users could edit options and have configurations take effect simultaneously. However, if different users are editing the same option or making the same operation (by clicking on “Apply Changes”), a prompt will pop up as shown in the following figure.

User Portal/Wave Privileges

The administrator can create customized privileges related to an extension’s User Portal and Wave. The created privilege can be affected to the extensions to limit or allow them to use certain functionalities related to Wave and the User Portal.

After the creation of the privilege, the administrator can assign the privilege to a specific extensions by navigating to Extension/Trunk→Extensions→Basic Settings→User Portal/Wave Privileges.

Wave Permissions

Under Wave Permissions category, the user can configure the various permissions for the basic features of Wave such as using the chat, making audio/video calls, meeting, use application store, etc…

• Chat: Toggles ability to use the Wave Chat feature.
  • Delete Chat Session: Toggles support for Wave to delete chats and chat history. This data will only be deleted on the Wave client side.
  • Delete Message: Controls whether Wave users will be allowed to delete messages that have been sent. Deleted messages will not be visible to anyone.
  • Send File: Toggles file/image sending support in Wave chat. If disabled, users will still be able to download, view and forward chat files.
  • Download Chat Logs: If enabled, chat logs will be downloadable from the Wave client, including chat logs from Wave/WhatsApp/Telegram/LiveChat sessions.
• End-to-End Encrypted Chat*: Toggles ability to use the Wave End-to-End Encrypted Chat feature.
• Wave App Screenshot and Screen Recording: Controls whether users are allowed to take screenshots and perform screen recordings in the Wave mobile app.
• Video Call: Toggles ability to use the Wave Video Call feature.
• Meeting: Toggles ability to use the Wave Meeting feature.
  • Start Video During Meeting: Toggles ability to use the Wave Start During Meeting feature.
• Online Status: Toggles ability to set Wave online status such as “Busy”, “Appear Away”, “Do Not Disturb”, “Appear Offline”, etc. If unchecked, the status will be displayed as only either “Online” or “Idle”.
• Login Settings
  • Multi-client Login Settings: If enabled, users will be allowed to enable or disable the option “Allow Simultaneous Logins from the Same Client Type”.
• Remote Logout: If enabled, Wave users will be able to log out of their accounts from other logged-in devices.
• Recording Status: Controls whether the recording status is displayed in all calls/conferences of the extensions. Note: If the call recording prompt is enabled, it will be played as this setting affects the indicator that shows that a call is being recorded on Wave.
• Clear Recent Call History: Toggles ability to delete recent call history entries and entire recent call history on Wave.
• Application: Toggles ability to access the “Applications” page under Wave Desktop and Wave Web.
• Smart Devices: Toggling off privileges will hide the corresponding pages and options in Wave.
  • Door System
  • Monitor
  • Call Device (CTI)
• 3rd Party Applications
  • App Store: Toggles ability to install applications from Wave application store. If unchecked, the application store will be hidden, but installed apps can still be used.

User Portal/Wave Privileges

Under User Portal/Wave Privileges, the administrator can configure the access privileges to certain settings and feature such as adjusting account settings, changing SIP/IAX password and AuthID, setting DND. Or access to personal data such accessing the CDR of the user, configuring Follow me or Voicemail, etc…

• Account Settings: If unchecked, the User Portal→Basic Information→Account Settings page and the Wave→Sidebar→User→Account Settings option will be hidden.
• Extension Settings: If unchecked, the extension’s User Portal→Basic Information→Extensions page and the Wave→Sidebar→User→Call Settings option will be hidden.
  • Do Not Disturb: Toggles ability to set DND through the User Portal.
  • Change Password Or Verify ID: Toggles ability to access the Password and AuthID settings under the User Portal→Basic Information→Extensions→Basic Settings page.
  • Configuration Voicemail: Toggles ability to configure the extension voicemail options.
• Manage Recordings: Toggles ability to view recordings through the User Portal and Wave, including the recordings in call logs, meeting details, and Wave application.
  • Deleting Recordings: Toggles ability to delete recordings through the User Portal and Wave. For Wave, this includes the ability to delete call logs, meeting details,and recordings.
• Personal Data: Toggling off privileges will hide the corresponding pages and options in the User Portal and Wave.
  • CDR
  • Follow Me
  • Voicemail
  • Recordings files
  • Fax Files
  • SCA
• Other Features: Toggling off privileges will hide the corresponding pages and options in the User Portal and Wave.
  • Fax Sending
  • Call Queue
  • Schedule Call

*: Features which are marked by an asterisk are a part of RemoteConnect plans.

Administration Privileges

Under Administrator Privileges, the administrator can configure enabling certain extensions to view a designated team’s CDR.

• View Team CDRs and Recordings: Define whether certain extensions can view each other’s CDR. Click on “Team” to designate the extensions.
  • Download Team Recording: When this option is enabled, the extensions selected in the team will be allowed to access each other’s CDR and call recording files.

Pre-installed Plugins

The administrator can set the plug-ins which will be installed when the user logs into Wave Desktop.

To configure the pre-installed plugins, follow the steps below.

1. Navigate to Maintenance→User Management→User Portal/Wave Privileges then click “Pre-installed Plug-ins”.

2. Click on “Add Add-in” button.

Extension Login Management

Extension Login Management allows the administrator to review the logged-in sessions of SIP devices and Wave.

For Wave sessions, the administrator can click on to terminate a Wave session. SIP sessions cannot be logged out.

User Endpoint Access History

The User Endpoint Access History tab allows the administrator to view the access history of all extensions, the time on which the access has occurred, the IP addresses from which the extensions were accessed, and whether they were accessed from the User Portal, Wave Web/Desktop, or mobile. Extension access from the SIP endpoints won’t be logged in this page.

Login Settings

In this category, the user can change information regarding their account user, as well as the login general settings and the login settings.

Change Password/Email

Change Password

After logging in the CloudUCM Web GUI for the first time, it is highly recommended for users to change the default password to a more complicated password for security purpose. Follow the steps below to change the Web GUI access password.

1. Go to Web GUI🡪Maintenance🡪Login Settings🡪Change Password / Email page.
2. Enter the old password first.
3. Enter the new password and re-type the new password to confirm. The new password has to be at least 4 characters. The maximum length of the password is 30 characters.
4. Configure the Email Address that is used when login credential is lost.
5. Click on “Save” and the user will be automatically logged out.
6. Once the web page comes back to the login page again, enter the username “admin” and the new password to login.

Enter Old Password	Enter the Old Password for CloudUCM
Change Password	Enable Change Password
Enter New Password	Enter the New Password for CloudUCM
Re-enter New Password	Retype the New Password for CloudUCM
Change Username	Enable Change Username
Please enter the username	Enter the Username
Email Address	The Email address is the User Email Address. It is used for receiving password information if the user forgets his password.

Change Username

CloudUCM allows users to change Super Administrator username.

Change Email Address

CloudUCM allows user to configure binding email in case login password is lost. CloudUCM login credential will be sent to the designated email address. The feature can be found under Web GUI🡪 Maintenance🡪Login Settings🡪Change Password / Email

Email Address

Email Address is used to retrieve password when password is lost

Login Security

After the user logs in the CloudUCM Web GUI, the user will be automatically logged out after certain timeout, or he/she can be banned for a specific period if the login timeout is exceeded. Those values can be specified under CloudUCM web GUI🡪Maintenance🡪Login Settings🡪Login Security page.

The “User Login Timeout” value is in minute and the default setting is 10 minutes. If the user does not make any operation on Web GUI within the timeout, the user will be logged out automatically. After that, the Web GUI will be redirected to the login page and the user will need to enter username and password to log in.

The CloudUCM admin have the possibility to lift the ban on a specific user by clicking the icon under banned users.

After the Ban period is completed, the banned user will be displayed under the history of banned. The admin can delete the history query by selecting the banned users and clicking on “Delete”

Remote Login

This feature allows the user to manage trusted login locations, also, verifying where login sessions were initiated from, this is very important since, in this type of scenario, the CloudUCM would be directly connected to the Internet, and the public IP address would be used for the remote login. This feature adds a layer of visibility and control, thus enhacing the security of the UCM.

In this tab there are two types of lists of locations:

• Trusted Login Locations: These are the trusted login locations that are added manually by the admin. Any added trusted login location will not generate any remote login alert upon the first time login.
• Other Login Location: This list will show all the remote login locations that are not trusted, logging in for the first time from an untrusted login location will generate an alert, but the subsequent remote logins from the same location will not generate alerts.

To add a trusted login location, the user must click on

Then add the public IP address of the location, click on “Check Location” to verify if it’s the correct location then click “OK“.

Operation Log

Super Admin has the authority to view operation logs on CloudUCM Web GUI🡪Settings🡪User Management🡪Operation Log page. Operation logs list operations done by all the Web GUI users, for example, Web GUI login, creating trunk, creating outbound rule etc. There are 7 columns to record the operation details “Date”, “Username”, “IP Address”, “Results”, “Page Operation”, “Specific Operation” and “Remark”.

The operation log can be sorted and filtered for easy access. Click on or at the top of each column to sort. For example, clicking on for “Date” will sort the logs according to newer operation date and time. Clicking on for “Date” will reverse the order.

User could also filter the operation logs by time condition, IP address and/or username. Configure these conditions and then click on ”Display Filter”.

The above figure shows an example that operations made by user “support” on device with IP 192.168.40.173 from 2014-11-01 00:00 to 2014-11-06 15:38 are filtered out and displayed.

To delete operation logs, users can perform filtering first and then click on to delete the filtered result of operation logs. Or users can click on to delete all operation logs at once.

Syslog

On the CloudUCM, users could dump the syslog information to a remote server under Web GUI🡪Maintenance🡪Syslog. Enter the syslog server hostname or IP address and select the module/level for the syslog information as well as Process Log Level.

The default syslog level for all modules is “error”, which is recommended in your CloudUCM settings because it can be helpful to locate the issues when errors happen.

Some typical modules for CloudUCM functions are as follows and users can turn on “NOTICE” and “VERBOSE” levels besides “error” level.

• pbx: This module is related to general PBX functions.
• pjsip: This module is related to SIP calls.

System Events

The CloudUCM can monitor important system events, log the alerts, and send Email notifications to the system administrator.

Alert Log

Under Maintenance → System Events → Alert Log, system messages from triggered system events are listed as alert logs.

User could also filter alert logs by selecting a certain event category, type of alert log, and/or specifying a certain time period. The matching results will be displayed after clicking on “Display Filter” . Alert logs are classified into two types by the system:

1. Generate Alert: Created when an alert condition is triggered (e.g., unauthorized access attempt, system threshold reached).
   
2. Restore to Normal: Created when the alert condition is cleared (e.g., system status returns to normal).

Users can filter logs by type to display only Generate Alert or only Restore to Normal, depending on their needs.

Alert Events List

The system alert events list is located under Maintenance → System Events → Alert Events List. The events described in this section, along with their corresponding actions, are currently supported on CloudUCM.

When these events occur, the system can generate alerts, email notifications, SMS notifications, and HTTP notifications.

Click on to adjust the parameters of events that support configuration.

Alert Contact

This feature allows the administrator to be notified when one of the Alert events mentioned above happens. Users could add administrator’s Email address under Maintenance → System Events → Alert Contact to send the alert notification to an email (Up to 10 Email addresses can be added) or also specify an HTTP server where to send this alert.

Task Management

The Task Management feature allows users to schedule various tasks to be performed at a configured date and time. Each task can be set to run either once or repeatedly, depending on user requirements.

The tasks that can be scheduled include:

• Paging/Intercom: Schedule automated paging or intercom announcements at specific times.
• Backup: Schedule automatic backups of system data to Local or Amazon S3. Users can configure multiple backup tasks, each with its own schedule and storage location.
• Data Sync: Schedule synchronization of system data with remote servers to ensure data consistency.
• Cleaner: Schedule cleaning tasks for system data, such as CDR records, reports, IM messages, and other files, to maintain storage efficiency.
• Detect New Firmware: Schedule automatic checks for new firmware versions.
• Update Country/Region: Schedule updates for system country/region settings, which are used for Geo-IP Access Control.
• Update Time Zone: Schedule updates for the system time zone configuration.

Task List

In the Task List, users can schedule tasks to be performed either once or repeatedly all of the above task types can be scheduled with specific parameters.

To schedule a task, please follow the steps below:

1. Navigate to Maintenance→Task Management→Task List→Pending Task
2. Click on the “Add” button.

3. Select the type of task from the drop-down menu.
4. Click Next and configure the required parameters for the task, such as date, time, frequency, and additional options specific to the task type.

The Pending Tasks section displays all tasks that have been scheduled but not yet executed. Users can review, edit, or delete tasks from this list before execution.

The Task History section logs all tasks that have been performed, including execution time, task type, and status. Users can use this log to verify completed tasks and troubleshoot any issues.

Task Schedule

To get an overview about all the tasks which have been scheduled, the user can click on Task Schedule tab to view the full schedule.

Upgrade

During its lifetime, the CloudUCM models will receive regular updates. These updates include new features and functionalities, bug fixes, security patches, and general improvements to the security and performance of the device. It is highly recommended that you keep the software of the CloudUCM up to date.

When a new CloudUCM software is detected, the administrator will receive a notification as shown in the screenshot below.

The administrator can either click on the notification or navigate to Maintenance → Upgrade then click on “Upgrade Now”.

Users can easily access the release notes for the latest firmware, by simply clicking on “Release Notes”. This allows them to view detailed information about the latest updates, including bug fixes, performance enhancements, new features, and any other improvements made to the firmware.

Backup

Backup/Restore

Users could backup the CloudUCM configurations for restore purpose under Web GUI🡪Maintenance🡪Backup🡪Backup/Restore.

Click on ”Backup” to create a new backup file. Then the following dialog will show.

1. Choose the type(s) of files to be included in the backup.
2. Name the backup file.
3. Click on “Backup” to start backup.

Once the backup is done, the list of the backups will be displayed with date and time in the web page. Users can download , restore , or delete it from the CloudUCM internal storage or the external device.

Click on the “Upload” to upload backup file from the local device to CloudUCM. The uploaded backup file will also be displayed in the web page and can be used to restore the CloudUCM.

The Scheduled Backup feature enables CloudUCM to automatically back up selected data according to defined schedules. Users can configure multiple backup tasks, each with its own schedule and storage destination, while ensuring that no two backups run simultaneously. Supported storage options include Local, and Amazon S3 storage.

To configure a scheduled backup, please refer to the steps below:

1. Access the Schedule Backup feature either by clicking the “Schedule Backup” button on the Maintenance→Backup page or by creating a new task in the Maintenance→Task Management page.

2. Check the Schedule Backup option checkbox to activate backup scheduling.
3. Enter a name for the task (should be between 2 and 64 characters. Names can include alphanumeric characters, Chinese characters, spaces, and the special characters _ and –).
4. Select the desired storage destination, such as Local or Amazon S3. The same location can be used for multiple tasks as long as each task is scheduled at a different time.
5. Specify the date and time for the backup. Scheduled backup times must be at least one hour apart.

6. Choose how often the backup should occur: Every Day, Weekly, Monthly, or Custom.
7. Choose which data to include in the backup. Options include: All, Config File, IM Message, IM Files, CDR Records, Recording Files, Fax Files, Voicemail, Voice Prompt Files, Queue Statistics Report, ZeroConfig Storage, and Meeting Report.
8. Users can view both scheduled backup tasks and completed backup tasks in the Maintenance→Task Management page. Within this page, the Task List displays all the pending and completed tasks, while the Task Schedule shows the timing and recurrence of upcoming backups.

System Cleanup/Reset

Reset and Reboot

Users could perform reset and reboot under Web GUI🡪Maintenance🡪System Cleanup/Reset🡪Reset and Reboot.

Reboot

When the user clicks on reboot, a confirmation prompt will appear. To proceed with rebooting the device, please click “OK”.

Reset

Reset function will delete all the configuration and data store in the CloudUCM device. After reset, the data and configuration cannot be recovered, please use this function with caution and always make sure that you have done a data and configuration backup before resetting the device to its initial configuration.

When performing a reset, the user can choose to remove the backup files. Once the user has chosen to remove the backup files, all the configuration, data, and backup files will be deleted and cannot be recovered. If you have taken a backup that you intend to restore after the reset, please do not tick the option “Delete Backups” as shown in the screenshot below.

It is highly recommended that you download all the backup files and store the files locally before resetting the device, to avoid accidental removal of the backup files..

Cleaner

Users can configure the system to clean Call Detail Records (CDRs), voice recordings, voicemails, reports, chat data, meeting history, fax files, backup files, and other stored data either manually or automatically. The Cleaner feature is available under Maintenance→System Cleanup/Reset→Cleaner.

CloudUCM provides the ability to manually clean a variety of data types, including CDRs, report data, chat messages and shared files, recording files, meeting history records, voicemails, fax files, and backup files.

The following screenshot illustrates the settings and parameters available for configuring the Manual Cleaning feature on CloudUCM.

Automatic cleanup is not enabled by default. When configured, automatic cleanup supports scheduled deletion of file data based on parameters such as cleanup time, cleanup conditions, and cleanup intervals.

Users can configure Automatic Cleaning by navigating to Maintenance→System Cleanup/Reset→Cleaner→Automatic Cleaning, or by creating an automated cleaning task under Maintenance→Task Management.

The following screenshot shows some available parameters for configuring automatic cleanup on CloudUCM.

The table below describes all the configurable options that can be configured for automatic cleaning:

When automatic cleaning tasks run, the system logs the cleaning results, allowing users to review each task results, including the total size cleaned and number of items removed, by checking either the Cleaner page or the Task Management sections (Task History).

Network Troubleshooting

Ethernet Capture

Ethernet Capture tool allows to capture the ethernet packets from the CloudUCM to inspect them for troubleshooting purposes.

SRTP Debugging

Enabling this option allows saving SRTP keys which will be used to decrypt the SRTP packets. This is useful when troubleshooting issues related to encrypted RTP packets.

Enable TLS Key

Enabling this option allows downloading TLS key which can be used to decrypt the packets captured to be able to analyze them. The only case where this key will be required is when the transport protocol used for SIP is TLS, otherwise, this key would not be necessary. To learn how to use the TLS key to decrypt capture packets, please follow he steps below. In this example, we are using the packet analyzer Wireshark.

1. Before capturing the packet trace, please tick the box “TLS Key”.

2. Click start, then enter a password. This password will be used to extract or access the files the archive of the packet capture.

3. Start the TLS connection in the following scenario: (Prerequisites: The SIP transport is “TLS”.)
   1. SIP Signaling Messages for IP phones: You can disable and enable the SIP account on the IP phone, reproduce the issue such as testing calls
   2. Wave App: Log out and log back into the account, reproduce the issue such as testing calls.
   3. SIP Trunk: Delete the SIP trunk and configure the trunk again, reproduce the issue such as testing calls.

4. Stop capturing and download the captured trace
5. Extract the archive using an archive opener like Winrar or Winzip, then enter the password of the archive. A folder will be extracted and will contain two files: One is the captured trace, and the other one is the “sslkeylogfile.txt” file of the CloudUCM.

6. Use Wireshark to open the packet capture file, then select “Edit” Wireshark’s interface. Select “Preferences”

7. Click on “Protocols” to open the list of protocols.

8. From the list of protocols, please select “TLS”, then click browse button on the “(Pre)-Master-Secret log filename”, as shown in the screenshot below.

9. Navigate to the folder where the TLS key is stored then select it and click “Open”, then click “OK”.

Then the packets can be inspected.

• Ethernet Capture: Starts the Ethernet capture. The user must enter a password that will be used to open the archive of the packet capture.
• Download: Once the capture is completed, you have the option to download the trace.

Service Check

Enable Service Check to periodically check CloudUCM service status. Check Cycle is configurable in seconds and the default setting is 60 sec. Check Times is the maximum number of failed checks before restart the CloudUCM. The default setting is 3. If there is no response from CloudUCM after 3 attempts (default) to check, current status will be stored and the internal service in CloudUCM will be restarted.

CDR

CDR

CDR (Call Detail Record) is a data record generated by the PBX that contains attributes specific to a single instance of phone call handled by the PBX. It has several data fields to provide detailed description for the call, such as phone number of the calling party, phone number of the receiving party, start time, call duration, etc.
On the CloudUCM, the CDR can be accessed under Web GUI→CDR→CDR. Users could filter the call report by specifying the date range and criteria, depending on how the users would like to include the logs to the report. Click on “Filter” button to display the generated report.

The call report will display as the following figure shows.

The CDR report has the following data fields:

• Start Time: Format: 2019-12-11 09:53:03
• Action Type: IVR, DIAL, WAKEUP, etc…
• Call From: Example format: 5555
• Call To: Example format: “John” 1000
• Call Time: Format: 0:00:11
• Talk Time: Format: 0:00:06
• Account Code: Example format: Grandstream/Test
• Status: Answered, Busy, No answer, or Failed.
• Sort by “Start Time”: Click on the header of the column to sort the report by “Start Time”. Clicking on “Start Time” again will reverse the order.
• Download Searched Results: Click on “Download Search Result(s)” to export the records filtered out to a .csv or .xlsx file.
• Download All Records: Click on “Download All Records” to export all the records to a .csv or .xlsx file.
• Delete All: Click on “Delete All” button to remove all the call report information.
• Delete Search Result: On the bottom of the page, click on “Delete Search Result(s)” button to remove CDR records that appear on search results.
• Play/Download/Delete Recording File (per entry)
  

If the entry has audio recording file for the call, the three icons on the rightest column will be activated for users to select. In the following picture, the second entry has audio recording file for the call.

Click on to play the recording file; click on to download the recording file in .wav format; click on to delete the recording file (the call record entry will not be deleted).

• Automatic Download CDR Records
  

User could configure the CloudUCM to automatically download the CDR records and send the records to multiple Email recipients in a specific hour. Click on “Automatic Download Settings” and configure the parameters in the dialog below.

To receive CDR record automatically from Email, check “Enable” and select a time period “By Day” “By Week” or “By Month”, select Hour of the day as well for the automatic download period. Make sure you have entered an Email or multiple email addresses where to receive the CDR records.

The user can click on the option icon for a specific call log entry to view details about this entry, such as premier caller and transferred call information.

Downloaded CDR File

The downloaded CDR (.csv/.xlsx file) has different format from the Web GUI CDR. Here are some descriptions.

• Caller number, Callee number
  

“Caller number”: the caller ID.

“Callee number”: the callee ID.

• Context
  

There are different context values that might show up in the downloaded CDR file. The actual value can vary case by case. Here are some sample values and their descriptions.

from-internal: internal extension makes outbound calls.

ext-did-XXXXX: inbound calls. It starts with “ext-did”, and “XXXXX” content varies case by case, which also relate to the order when the trunk is created.

ext-local: internal calls between local extensions.

• Source Channel, Dest Channel
  

Example:

“SIP” means it is a SIP call. There are three format:

(a) PJSIP/NUM-XXXXXX, where NUM is the local SIP extension number. The last XXXXX is a random string and can be ignored.

(c) PJSIP/trunk_X/NUM, where trunk_X is the internal trunk name, and NUM is the number to dial out through the trunk.

(c) PJSIP/trunk_X-XXXXXX, where trunk_X is the internal trunk name and it is an inbound call from this trunk. The last XXXXX is a random string and can be ignored.

There are some other values, but these values are the application name which are used by the dialplan.

Local/@from-internal-XXXXX: it is used internally to do some special feature procedure. We can simply ignore it.

Hangup: the call is hung up from the dialplan. This indicates there are some errors or it has run into abnormal cases.

Playback: play some prompts to you, such as 183 response or run into an IVR.

ReadExten: collect numbers from user. It may occur when you input PIN codes or run into DISA

CDR Export Customization

Users can select the data they want to see in exported CDR reports by first clicking on the Filter button on the CDR page under CDR > CDR and selecting the desired information in the Export File Data field.

Call Rate

In Call Rate, the user can set call billing for outbound calls. The user can choose to include the call rate onfigured in Carrier or configure rates for calls which are identified through a prefix.

To add specific rates, click on “Add Rate”.

The following table describes the configuration parameters for call rates:

Statistics

CDR Statistics

CloudUCM supports CDR (Call Detail Record) statistics. This function provides users with detailed reports and analytics on call activity across all VoIP trunks. Users can set custom search criteria, such as date ranges, to generate tailored charts and reports.

The table below describes the filtering options available for CDR statistics:

Concurrent Call Statistics

In this tab, the administrator can view the statistics regarding the concurrent calls. The administrator can choose to view the statistics per day, month, and year. The user can also view all calls, inbound calls, or outbound calls; or a combination of all of them together.

Call Charges Statistics

In the Call Charges Statistics tab, the administrator can view the charges applied to the calls represented in a graph. The administrator can search by time interval, and they can also filter by extension, extension group, or department. Once the administrator sets the intended parameters in the filter, they can display and download the filtered statistics.

Call Reports

The Call Reports section provides analytics based on different operations within the PBX. These reports allow administrators to analyze how calls are distributed, handled, and processed across extensions, trunks, and system components.

Extension Call Statistics

This report displays insights into call volume associated with selected:

• Extensions
• Extension groups
• Departments

Administrators can filter by time period and call type (inbound, outbound, internal, etc.) to analyze how traffic is distributed across users or organizational units.

Extension Call Activity

This report focuses on how calls and selected call types were handled by the specified extensions/extension groups/departments over the specified time periods.

PBX Call Activity

This report provides a system-wide view of call activity across selected trunks, which include or exclude internal calls (extension-to-extension) and can be filtered by call direction.

This enables comparison between internal PBX traffic and external trunk usage, helping identify overall system load distribution and trunk utilization patterns.

Outbound Caller ID Activity

This report provides visibility into outbound call usage based on the selected trunk and caller ID configuration.

It displays how outbound calls are distributed across:

• Trunks
• Caller IDs

IVR Report

This option provides analysis of IVR interactions over a selected time period and supports two reporting modes:

• Standard Mode: Captures key press events (0–9, *, #), including invalid inputs and timeout events, providing detailed per-key interaction statistics.
• Custom Mode: Supports multi-digit or combined key inputs. Reports aggregate IVR activity, including total call entries, invalid inputs, and timeouts.

The report can be exported in two formats:

• Basic List: Lists all IVRs and the trigger counts of their key press events.
• Detailed List: Includes the caller information, triggered key press events, the time of the events, and how long the callers were in the IVRs. In addition to the information in the Basic report

Ring Group Statistics

This report provides performance metrics for ring groups, including total calls received, answered calls, and answer rate.

It enables evaluation of call distribution efficiency and group responsiveness across configured ring groups.

Recordings

This page lists all the audio/video recording files recorded by “Auto Record” per extension/ring group/call queue/trunk, or via feature code “Start/Stop Call Recording”.

The list of recording files is:

• Basic Call Recordings.
• Queue Recordings.
• Record Recordings.
• SCA Recordings.
• Emergency Recordings.
• Paging/Intercom Recordings

On this page, users can search for and select specific recordings to delete, download individual files, or perform batch download and deletion operations.

Users can sort the recording files based on “Caller”, “Callee”, or “Call Time” for the corresponding column. Click on the title to switch the sorting mode between ascending order and descending order.

CLOUDUCM SERVICES

Plan

In this tab, the user can view information about the plan of the CloudUCM and all the related settings.

Service Description

In this section, the user can view all the services related to the CloudUCM plan.

My Plan

In the “My Plan” tab, the user can view information related to the CloudUCM plan, such as plan name, plan expiration date, plan status, extensions, max concurrent calls, storage space, and admin portal. In addition to the SIP server address.

Plan Settings

In the “Plan Settings” tab, the user can configure SIP extension synchronization between the CloudUCM and the GDMS platform. The user can also set alert events synchronization, configure remote login settings, and passwordless remote access.

AI Services

This section displays AI related service status and usage information for the CloudUCM. It provides visibility into the active AI plan, its validity period, and detailed usage statistics. Users can also jump to configure AI Settings from this page.

Supported AI features include:

• AI Voice Message to Text
• AI Generated Speech (Text-to-Speech)
• AI Call Transcription and Summary
• AI Conference Transcription and Summary

Usage statistics show monthly consumption per feature and total usage versus the available quota, helping administrators monitor AI resource usage.

Integrated Customer Service

In “Integrated Customer Service”, the user can access the sections for WebRTC Trunks configuration and Live Chat Customer Service.

Enterprise UI Customization

On the RemoteConnect > Enterprise UI Customization page, users can edit the company name and select a local image file as the new logo. The company name acts on the text part with the logo, and the pictures are in different formats and sizes according to the logo position, which are 64*64px (only ico format is supported), 256*256px, 80*80px, which supports users in the “UCM management platform/login” “”, “Reset Password”, “Email Template”, “Wave_PC”, “Wave Login”, “Browser Label”, “Guide Page” interface preview.

Statistics

PROVISIONING

CloudUCM supports configuration provisioning via GDMS, enabling users to configure a single CloudUCM instance or perform batch configurations using predefined templates to ensure consistency and increase efficiency.

This section describes in detail how CloudUCM leverages GDMS to facilitate efficient configuration provisioning for both individual devices and large-scale deployments.

Configuration Parameters

To give users a better understanding of the configuration possibilities, the following diagram outlines the key configuration parameters available in CloudUCM through GDMS.

Creating CloudUCM Configuration Templates

CloudUCM supports provisioning using two types of templates:

Model Template

After adding a CloudUCM model template, the configuration will be pushed to the selected site automatically, except for CloudUCM instances where push configuration has been disabled. (See image below)

To add a CloudUCM Model template, please follow these steps:

1. Go to Organization → Device Template → By Model and click on

   

2. Enter a name for this template and select CloudUCM from the Model list.

3. Choose whether to automatically push this template to a specific site, all sites, or none. Users can also add a description for this template (optional).

4. Configure the model template parameters and click Save. A prompt will appear, confirming the change and offering the option to push the configuration to the entire site or to specific devices.

Group Template

Users can configure a group of CloudUCM instances and apply settings to the entire group simultaneously by following the instructions below:

1. Under Organization → Device Template → By Group, click on

   

2. Name the group and choose the CloudUCM from the Type dropdown list. Writing a description is optional.

3. Select the target devices by checking the boxes or by entering their MAC addresses.

4. Configure the group template parameters and select Save. Once this is done, the configuration template will be pushed to all the devices in the group.

Pushing Configuration for CloudUCM

There are several methods available for users to push configurations to CloudUCM. This section will explain each method in detail, but first, it is important to highlight some important notes.

Setting Parameters for a single CloudUCM

Users can edit the configuration for a single CloudUCM by going to Organization → Device Template → Options and selecting Set Parameters.

Automatically Pushing the Configuration

When adding a CloudUCM, if the selected site has an associated CloudUCM model template, a prompt will appear with the option to allow the automatic push configuration.

As mentioned previously, users can disable/enable push configuration anytime for a specific ClouUCM. The following table includes the icons related to automatic push configuration:

Manually Pushing the Configuration

It is possible to manually push model configuration templates or group configuration templates to multiple CloudUCMs. This can be done by clicking on the Push Configuration Update icon that can be found under Organization → Device Template → By Model/By Group.

Users can also manually create tasks to push model or group configuration templates. These tasks can be applied immediately, scheduled for a later time, or set at specific intervals.

INTEGRATIONS

AI Settings (Beta)

The AI Settings page allows administrators to configure the usage of AI services provided through the RemoteConnect AI service. These features enable automatic speech recognition, transcription, summarization, and text-to-speech processing for calls, conferences, and voice messages.

AI services are a purchaseable add-on and subject to usage limits defined by the active RemoteConnect plan. The administrator can enable each AI feature independently and define whether it applies to all extensions or only selected extensions.

The following AI capabilities are supported on the CloudUCM:

• AI Call Transcription and Summary
• AI Conference Transcription and Summary
• AI Voice Message to Text
• AI Generated Speech

AI Call Transcription and Summary

This feature enables AI-based transcription and summarization for one-to-one calls. When enabled globally, the administrator defines whether the feature applies to all extensions or only selected extensions. Only extensions included in this scope are eligible for call transcription and summarization.

At the extension level, the Automatic Transcribing and Summarizing option determines whether calls for that extension are processed automatically. When enabled, all calls made or received by the extension are automatically transcribed and summarized.

The recognition language can be configured globally under AI Settings (Beta)→AI Call Transcription and Summary and followed by the extension, or explicitly set per extension.

Generated transcripts and summaries can be viewed by users through the Wave client, as shown below.

AI Meeting Transcription and Summary

This feature enables AI-based transcription and summarization for conference calls and meetings. When enabled, meeting audio is processed by the AI service and a transcript and summary are generated after the meeting ends. The administrator can define whether the feature applies to all extensions or only selected extensions participating in conferences.

When scheduling a meeting, the meeting organizer can explicitly choose whether the conference will be transcribed or not. This selection applies only to the scheduled meeting and does not affect global or extension-level AI settings.

Meeting transcripts and summaries can be accessed by participants through supported Wave clients and user portals.

AI Voicemail to Text

This feature converts voice messages (voicemail) into text using AI speech recognition. When enabled globally, voice messages left for eligible extensions can be transcribed.

At the extension level, the Automatic Transcription option determines whether voice messages for that extension are automatically converted into text.

The recognition language can follow the global configuration or be explicitly specified for the extension.

Transcribed voicemail content can be viewed in supported Wave clients and may also be included in voicemail notifications, depending on system configuration.

AI Generated Speech

The AI Generated Speech feature provides text-to-speech (TTS) capabilities powered by the AI service, allowing administrators to generate voice prompt audio directly from text. This feature is primarily used for IVR prompts, queue announcements, and other system voice prompts, eliminating the need to manually record or upload audio files.

Before using this feature, AI Generated Speech must be enabled on the AI Services page. Once enabled, administrators can generate AI-based voice prompts from multiple entry points in the system.

The feature can be accessed from PBX Settings→Voice Prompt→Custom Prompt by clicking the AI Generated Speech button, which opens the AI generation window.

It is also accessible while configuring features that require voice prompts (such as call queues). In those cases, selecting AI Generated Speech from the prompt selection dropdown redirects the user to the same AI generation window used in the Voice Prompt page.

When creating an AI-generated voice prompt, the following settings are available:

After configuring the parameters, clicking AI Generate produces the audio preview. Once satisfied, the generated prompt can be saved and reused like any other system voice prompt.

API Configuration

CloudUCM API allows creating an interface between the UCM and an application to send HTTP requests to the UCM, either to configure the UCM or to get information from it.

API Settings

Before accessing the API, the administrators need to enable the API and configure the access/authentication information on the CloudUCM first under Integrations → API Configuration. The API configuration parameters are listed in the tables below.

API Queries Supported

The new API supports new queries listed below, which will accomplish certain requests and get data about different modules on CloudUCM.

Queries Supported

getSystemStatus

getSystemGeneralStatus

listAccount

getSIPAccount

updateSIPAccount

listVoIPTrunk

addSIPTrunk

getSIPTrunk

updateSIPTrunk

deleteSIPTrunk

listOutboundRoute

addOutboundRoute

getOutboundRoute

updateOutboundRoute

deleteOutboundRoute

listInboundRoute

addInboundRoute

getInboundRoute

updateInboundRoute

deleteInboundRoute

playPromptByOrg

listBridgedChannels

listUnBridgedChannels

Hangup

callbarge

listQueue

getQueue

updateQueue

addQueue

deleteQueue

loginLogoffQueueAgent

pauseUnpauseQueueAgent

listPaginggroup

addPaginggroup

getPaginggroup

updatePaginggroup

deletePaginggroup

listIVR

addIVR

getIVR

updateIVR

deleteIVR

cdrapi

recapi

pmsapi

queueapiget

getPinSets

addPinSets

updatePinSets

deletePinSets

cleanTerminalChatInformation

getSIPAccountQR

getCallQueuesMemberMessage

getQueueCalling

CDR Real-time Output Settings
Enable	Enables real-time CDR output module. This module connects to selected IP addresses and ports and posts CDR strings as soon as it is available.
Server Address	CDR server IP address
Port	CDR server IP port
Upload Prompts User Configuration
Username	Username used to upload prompts.
Password	Password used to upload prompts.

Upload Voice Prompt via API

Customers can use the “Upload Prompts User Configuration” to upload/replace voice prompt files as an alternative method to the manual upload method on UCM PBX Settings🡪 Voice Prompt🡪 Custom Prompt.

The workflow of the prompt file upload goes as follows:

An HTTP/HTTPS request is sent to the UCM to upload/replace a voice prompt file; the request should include authentication details to the UCM and the name of the file to be uploaded. Then the UCM will contact an FTP server that should be hosted on the same IP address as the HTTP/HTTPS requester and download the prompt file from the FTP server.
The steps and conditions to upload the voice prompt via API are listed below:

1. Configure the prompt User under Integrations 🡪 API Configuration 🡪 Upload Prompts User Configuration. By default, the username and password for the voice prompt user are “Username: uploader; Password: uploader123”.

2. Hash the password of the user configured in an MD5 hash format.
3. Set the permission on the FTP server to Anonymous on the local computer hosting the FTP server, and make sure that the default FTP port 21 is used.
4. Send an HTTP/HTTPS command to trigger the Prompt file upload on the UCM. If UCM’s HTTP server is set to HTTPS, the example of the request sent to the UCM is:

https://192.168.124.89:8089/cgi?action=uploadprompt&username=uploader&password=9191a6394c21b3aabd779213c7179462&filename=test.mp3

If UCM’s HTTP server is set to HTTP, the example of the request sent to the UCM is:

https://192.168.124.89:8089/cgi?action=uploadprompt&username=uploader&password=9191a6394c21b3aabd779213c7179462&filename=test.mp3

For more details on CDR API (Access to Call Detail Records) and REC API (Access to Call Recording Files), please refer to the document in the link here:

https://documentation.grandstream.com/knowledge-base/cdr-rec-api/

CRM

Customer relationship management (CRM) is a term that refers to practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers.

The CloudUCM supports the following CRMs: SugarCRM, VtigerCRM, Salesforce CRM, and ACT! CRM, which allows users to look for contact information in the Contacts, Leads, and/or Accounts tables, shows the contact record in the CRM page, and saves the call information in the contact’s history.

Sugar CRM

The configuration page of SugarCRM can be accessed via admin login, on the UCM WebGUI Features🡪CRM.

1. Select “SugarCRM” from the CRM System Dropdown to use SugarCRM.

CRM System	Select a CRM system from the dropdown menu.
CRM Server Address	Enter the IP address of the CRM server.
Add Unknown Number	Add the new number to this module if it cannot be found in the selected module.
Contact Lookups	Select from the “Available” list of lookups and press to select where the UCM can perform the lookups on the CRM tables, Leads, Accounts, and Contacts.

Once settings on admin access are configured:

2. Click on

   

   and

   

   .
3. Log out of admin access.
4. Log in to the UCM as a user and navigate to “User Portal🡪Other Feature🡪CRM User Settings”.

Click on “Enable CRM” and enter the username/password associated with the CRM account, then click on and . The status will change from “Logged Out” to “Logged In”. The user can start using SugarCRM features.

Vtiger CRM

The configuration page of the VtigerCRM can be accessed via admin login. On the UCM WebGUI, go to Integrations > CRM.

1. Select “Vtiger CRM” from the CRM System Dropdown to use Vtiger CRM.

CRM System	Select a CRM system from the dropdown menu.
CRM Server Address	Enter the IP address of the CRM server.
Add Unknown Number	Add the new number to this module if it cannot be found in the selected module.
Contact Lookups	Select from the “Available” list of lookups and press to select where the UCM can perform the lookups on the CRM tables, Leads, Organizations, and Contacts.

Once settings on admin access are configured:

2. Click on

   

   and

   

   .
3. Log out of admin access.
4. Log in to the UCM as a user and navigate to “Other Features > CRM User Settings”.

Click on “Enable CRM” and enter the username/password associated with the CRM account, then click on and . The status will change from “Logged Out” to “Logged In”. User can start then using SugarCRM features.

Bitrix24 CRM

CloudUCM supports integration with Bitrix24 CRM, allowing the system to query CRM records during calls, display contact information, and automatically create CRM records for unknown numbers based on configuration.

The table below describes the configurable parameters for this integration.

Once the Bitrix24 CRM settings on the admin interface are configured:

1. Click Save and Apply Changes.
2. Log out from the admin account.
3. Log in to the CloudUCM as a user and navigate to User Portal→Other Features→CRM User Settings.
4. Enable CRM and enter the Bitrix24 account credentials information as required.
5. Click Save to complete the login process.

After successful login, the CRM status will change from Logged Out to Logged In, and the user can start using Bitrix24 CRM features during calls.

Salesforce CRM

The configuration page of the Salesforce CRM can be accessed via admin login, on the UCM Web GUI Integrations > CRM.

1. Select “Salesforce” from the CRM System Dropdown to use Salesforce CRM.

CRM System	Select a CRM system from the dropdown menu. Four CRM systems are available: SugarCRM, VtigerCRM, Salesforce, and ACT! CRM.
Add Unknown Number	Add the new number to this module if it cannot be found in the selected module.
Contact Lookups	Select from the “Available” list of lookups and press to select where the UCM can perform the lookups on the CRM tables, Leads, Accounts, and Contacts.

Once settings on admin access are configured:

2. Click on

   

   and

   

   .
3. Log out of admin access.
4. Log in to the UCM as a user and navigate to “Other Features > CRM User Settings”.

Click on “Enable CRM” and enter the username, password, and Security Token associated with the CRM account, then click on and . The status will change from “Logged Out” to “Logged In”. User can start then using Salesforce CRM features.

ACT! CRM

Configuration page of the ACT! CRM can be accessed via admin login, on the UCM Web GUI under Integrations > CRM

The configuration steps of the ACT! CRM is as follows:

1. Navigate to Integrations > CRM and select the “ACT! CRM” option.

2. Log in to the UCM as a regular user and navigate to Other Features > CRM User Settings and check the “Enable CRM” option and enter the username and password, which will be the ACT! CRM account’s API Key and Developer Key, respectively. To obtain these, please refer to the ACT! CRM API developer’s guide here: https://www.act.com/

Odoo CRM

The CloudUCM supports integration with Odoo CRM. To enable Odoo CRM, please access the UCM’s web UI and then navigate to Integration > CRM.

Click “Save” then “Apply Changes”.

Once Odoo CRM is enabled, the user can log into the user portal by accessing the UCM web UI and entering their username and password. Then, they can navigate to Other Features > CRM User Settings, and then they configure their account using the username and password created on the Odoo platform.

PMS (Property Management System)

CloudUCM supports Property Management System PMS, including check-in/check-out services, wakeup calls, room status, Do Not Disturb which provide an ease of management for hotel applications. This feature can be found on Web GUI→Integrations🡪PMS.

The PMS module built-in the CloudUCM supports the following features based on each solution:

Char pmslink Integration

In this mode, the system leverages the char pmslink cloud middleware to integrate the CloudUCM with a wide variety of Property Management System (PMS) software.

The communication flow is divided into three parts:

1. PMS (Property Management System): Your hotel’s management software.
2. charpmslink (Middleware): Acts as the universal interface, translating messages between the PMS and the PBX.
3. PBX (CloudUCM): The Grandstream CloudUCM, which receives commands from the PMS via charpmslink to execute hospitality features.

This integration enables hotel features such as: Automatic Room Status (Check-in/Check-out) and Wake-up Calls.

The following figure illustrates the communication flow:

The table below describes the settings available for char pmslink:

PMS API

The PMS API allows users to use their own middleware to work with PMS systems instead of the currently supported integrations.

Additionally, this API allows access to read and modify certain CloudUCM parameters that the current supported PMS integrations cannot. To use this, users must first enable and configure the HTTPS API settings.

For more details, please refer to the online https://documentation.grandstream.com/knowledge-base/https-api/, Pmsapi section.

Oracle Hospitality OPERA

CloudUCM integrates directly with Oracle Hospitality OPERA PMS to manage room statuses and extensions from within the OPERA interface. This connection is established using the IFC_PBX interfacing protocol.

To configure the integration, first select the pre-built interface, “Oracle Hospitality OPERA TMS Interface for UCM Series PBX by Grandstream Networks,” within the OPERA software. Once enabled, you can complete the setup from the CloudUCM admin portal.

Data exchange between CloudUCM and the OPERA server is handled by the Fidelio Interface Application Specification (FIAS) protocol. FIAS uses specific attributes to define the data being transmitted. For example:

• “RN” represents the Room Number.
• “RS” represents the Room Status.
• “RU” is used as an update indicator to initiate a room status change.

A typical FIAS message to update a room’s status would be formatted as follows: RU|RN211|RS3

In this example, room 211 is updated to status code 3.

In addition, CloudUCM supports Oracle OPERA’s Youth Hostel Mode. This feature allows a single room to be partitioned into multiple independent units, enabling management of separate groups with distinct extensions and individual billing records within the same physical room.

The table below describes the settings available for Oracle Hospitality OPERA:

Local PMS

The CloudUCM includes an integrated on-premise Property Management System, providing essential hotel management capabilities without the need for a separate software purchase. This local PMS solution allows users to perform core operations such as Room Management, check-in/check-out procedures, Wake-up Services, and Housekeeper management directly from the web interface.

In addition, the CloudUCM local PMS automates important check-out tasks, including backing up guest voicemail recordings, automatically clearing wake-up calls and Wave chat history, and resetting Wave passwords.

For detailed descriptions of PMS features, workflows, and configuration steps, refer to the Local PMS Guide.

The configuration parameters available on the local PMS basic settings are explained in the table below:

Google Services

Google Services integration allows integrating the CloudUCM with Google Calendar to automatically synchronize the created Multimedia and Onsite Meetings schedule with the Google Calendar of the host and the participants. In order to use this integration, the user needs to enable API on Google Cloud Console and obtain the Client ID and the Client Secret, then enter the authorized redirect URIs.

Google Calendar Authorization

In the Google Calendar Authorization configuration page, please enter the generated OAuth2.0 Client ID, OAuth2.0 Client Secret, and Authorized redirect URIs to integrate the CloudUCM with Google Calendar.

Google Calendar Settings

On the Google Calendar Settings configuration page, the user can enable “Google Calendar Auto Refresh Synchronization” to synchronize the meetings created automatically with Google Calendar. The user can also create a calendar label to mark different events on the calendar with customized labels.

To learn more about labels, please refer to the following link: https://support.google.com/calendar/answer/12377581

3rd Party Database Integration

The Third-Party Database Integration feature allows the CloudUCM to connect to external databases (such as MySQL) to query contact information when calls are received. When a matching record is found, the caller name is displayed. Optionally, contacts can be synchronized into the CloudUCM LDAP phonebook for centralized management.

This feature is configured under Integrations→3rd Party Database Integration.

The Basic Settings tab is used to configure and enable the database connection. The table below describes the parameters on this page:

After the database connection is successfully established, an additional Contact Synchronization tab becomes available, which enables synchronization of database contacts into the CloudUCM LDAP phonebook.

The configurable parameters on this page are described in the table below:

To verify the synced LDAP Phonebook:

1. Navigate to System Settings→LDAP Server→LDAP Phonebook.
2. Confirm a new phonebook with the configured name is present.

3. Verify that the 3rd party database synced contacts are listed and searchable.

Integration of Collaboration Platforms

CloudUCM supports integration with enterprise collaboration and identity platforms to centralize user management, authentication, and directory synchronization. These integrations allow administrators to synchronize user identity information from external platforms into the CloudUCM, associate users with extensions or system accounts, and enable Single Sign-On for simplified and secure access to the web interface.

Supported platforms include:

• Microsoft Entra ID (Azure AD)
• Windows Active Directory
• Google Workspace

Each integration provides configurable options for user synchronization scope, user linking behavior, LDAP directory integration, and authentication methods. The following sections describe the configuration and usage of each platform.

Microsoft Entra ID (Azure AD)

Microsoft Entra (formerly Azure Active Directory) is a cloud platform which provides access management and identity provision. When integrated with CloudUCM, it allows synchronizing the identity information which can be used to log into the CloudUCM’s user interface.

The Microsoft Entra ID configuration page consists of the following tabs:

• Basic Settings
• User Settings
• Single Sign-On (SSO)

Each tab is described below.

Basic Settings

This tab defines the connection between the CloudUCM and Microsoft Entra ID.

User Settings

This tab controls how Microsoft users are synchronized to the CloudUCM.

The table below describes the parameters available on this tab.

Single Sign-on (SSO)

The SSO tab allows users to log into the CloudUCM Web UI and Wave using Microsoft Entra authentication.

Windows AD

Integrating AD with CloudUCM allows the system to fetch and manage user data directly from the AD server, making it easier to maintain consistent user information across platforms.

Contacts can be imported into the CloudUCM’s LDAP phonebook, and AD users can be linked to CloudUCM extensions or system accounts for unified user administration. The integration also supports automatic and scheduled synchronization, reducing manual workload and keeping user records up to date.

Additionally, enabling Single Sign-On (SSO) allows AD users to log in to the CloudUCM web interface using their domain credentials, enhancing security and simplifying password management.

The table below describes the parameters available during the Windows AD integration setup.

Google Workspace Integration

The Google Workspace Integration allows the CloudUCM Series to connect with a Google Workspace domain to synchronize user identity information and enable Single Sign-On (SSO).

When enabled, Google users can be associated with CloudUCM system users or extensions, optionally synchronized into the LDAP directory, and used for authentication when accessing the web interface.

This feature is configured under Integrations→Integration of Collaborative Office Platforms→Google Workspace.

The Google Workspace integration module consists of three tabs:

• Basic Settings
• User Settings
• Single Sign-on (SSO)

Basic Settings

The Basic Settings tab is used to configure OAuth authorization between the CloudUCM and Google Workspace. This step is mandatory before any user synchronization or SSO functionality can be enabled.

The table below describes the parameters of this page:

User Settings

The User Settings tab controls how Google Workspace users are retrieved, synchronized, and linked to CloudUCM users or extensions. The settings on this page are grouped into three categories:

1. Google User
2. Linked User Settings
3. Google User Management

The sections below describe each of the Google Workspace user settings tab categories.

Google User

This section defines how Google Workspace users are retrieved from the domain and whether they are synchronized into the CloudUCM system.

Linked User Settings

This section controls how Google Workspace users are associated with CloudUCM users or extensions.

Google User List

This section displays the list of retrieved Google Workspace users and provides controls for synchronization and user linking.

The Sync Settings page is used to define how Google Workspace user data is synchronized with the CloudUCM and how linked extensions are handled during synchronization events. This page is accessed by clicking Sync Settings from the Google User List section.

The Extensions section controls automatic cleanup behavior for CloudUCM extensions based on Google Workspace user status:

• Deleted Google Workspace users: Automatically deletes the linked CloudUCM extension when the corresponding Google Workspace user is deleted.
• Paused Google Workspace users: Automatically deletes the linked CloudUCM extension when the corresponding Google Workspace user is suspended or paused.
• Unlinked Users: Automatically deletes CloudUCM extensions that are no longer linked to any Google Workspace user.

The Google User Data Sync section controls how and when Google Workspace user data is synchronized. When Scheduled Sync is enabled, CloudUCM automatically retrieves the latest Google Workspace users and updates the association between Google users and CloudUCM users or extensions according to the current configuration.

The Sync History section displays historical records of Google Workspace synchronization activities. The following information is shown for each synchronization event:

• Sync Time: Date and time when the synchronization was executed.
• Sync Mode: Indicates whether the sync was triggered manually or by schedule.
• Results: Displays the synchronization result (Success, Partial Success, or Failed).
• Options: Provides access to detailed synchronization logs for troubleshooting purposes.

Single Sign-On (SSO)

The Single Sign-On (SSO) tab controls Google-based authentication for accessing the CloudUCM web interface.

This page is used to enable or disable Google Workspace SSO and define how Google-authenticated users are mapped to CloudUCM system users.

If SSO is enabled, the Sign in with Google option will appear on the CloudUCM login page.

Wave Integration & Expansion

Wave integrations include further expansion of the UC features offered by our solutions. These expansions include integrating popular CRM solutions, like Odoo CRM, Oracle Netsuite, and Salesforce CRM, with Wave to easily manage customer relationships directly through the calls received on Wave. Other add-ins include WhatsApp Business, Office356, Google Drive, and IPVideoTalk.

CHANGELOG

Firmware 1.0.33.10

• Added AI Generated Speech (TTS) feature for creating voice prompts directly from text. [AI Generated Speech]
• Added support for AI Voicemail to Text. [AI Voicemail to Text]
• Added support for AI Meeting Transcription & Summary. [AI Meeting Transcription and Summary]
• Added support for AI Call Transcription & Summary. [AI Call Transcription and Summary]
• Added CloudUCM Services page to display AI service status, plan validity, and detailed usage statistics [AI Services]
• Added scheduled meeting configuration with AI transcription option, allowing organizers to enable or disable AI transcription per meeting. [Schedule Meeting]
• Added AI configuration tab to SIP extensions, allowing per-extension control of Automatic AI Transcription. [Create a New SIP Extension]
• Added AI Settings (Beta) page to centrally manage AI services. [AI Settings (Beta)]
• Added support for multi-factor authentication using email for Wave. [Create a New SIP Extension]
• Added recording file and CDR access permission. [Administration Privileges]
• Added Wave recording indicator appearance permission. [Wave Permissions]
• Added support for configuring the pre-installed Wave add-ins. [Pre-installed Plugins]
• Added option to control Wave app Screenshot and Screen Recording permission. [Wave Permissions]
• Added ability to modify LDAP phonebooks through API. [API Queries Supported]
• Added support for proficiency-based routing as a routing strategy in the call queue. [Add Call Queue]
• Added selecting the dynamic agents which can be added to a specific call queue. [Add Call Queue]
• Added Cleaner Record and Details [Cleaner]
• Added the ability to have multiple Scheduled Backup tasks on different storage locations. [Backup/Restore]
• Added support for inbound and outbound routes batch deletion. [Configuring Inbound Routes][Configuring Outbound Routes]
• Added display of trunk status and current call count display on the VoIP Trunk page. [VoIP Trunks]
• Added outbound route total call duration limit setting. [Configuring Outbound Routes]
• Added Caller ID Transform feature on outbound routes [Configuring Outbound Routes]
• Updated the Inbound Routes→3rd Party Database Search page to align with the new third-party SQL database integration feature. [Inbound Routes: 3rd Party Database Search]
• Added support for third-party SQL database integration for phonebook lookup and synchronization. [3rd Party Database Integration]
• Added support for Bitrix24 CRM integration. [Bitrix24 CRM]
• Added configurable room types with support for day-based pricing, holiday pricing, tax rates, and hourly pricing. [Local PMS]
• Added reservation management. [Local PMS]
• Added a guest list for centralized customer profile management, including search, import/export. [Local PMS]
• Added email templates for reservation notifications, cancellation notices, and billing emails. [Local PMS]
• Added multiple check-in workflows, supporting check-in from reservation list, from room list (immediate check-in), and hourly or full-day room selection. [Local PMS]
• Added room change (house switch) functionality to move checked-in guests to another available room while preserving guest and billing data. [Local PMS]
• Added a room availability calendar with visual status indicators, booking and check-in actions, hover-based detail display. [Local PMS]
• Added bill printing with detailed room charges, minibar costs, call charges, tax breakdowns, and prepayment deductions. [Local PMS]
• Added wake-up service management with support for room group based scheduling. [Local PMS]
• Added support for self-service check-in and chek-out via email for guests with valid reservations. [Local PMS]
• Added configurable email delivery timing for self-service check-in and check-out messages relative to arrival and departure times. [Local PMS]
• Added tracking of check-in and check-out methods, distinguishing between front-desk and self-service operations in history records. [Local PMS]
• Added automatic room assignment during self-service check-in when reservations are not pre-assigned to specific rooms. [Local PMS]
• Updated the Local PMS wake-up service prompt to dynamically use the language configured during room check-in. [Local PMS]
• Optimized Local PMS check-in and check-out actions to take effect immediately without requiring “Apply Changes”. [Local PMS]
• Added support for configuring holidays by date or by week. [Holiday]
• Added support for Google Workspace integration to synchronize user identity information with Google Workspace. [Google Workspace Integration]
• Added Google Workspace Single Sign-On (SSO) support for CloudUCM web interface authentication. [Google Workspace Integration]
• Added support for configuring Microsoft Entra ID user synchronization scope. [Microsoft Entra ID (Azure AD)]
• Added unified integration tab for collaboration and identity platforms. [Integration of Collaboration Platforms]
• Added Strict Defend Mode option to Geo-IP Access Control [Geo-IP Access Control]
• Added several new call report types for various call scenarios [Call Reports]

Firmware 1.0.29.10

• Removed the extension strong password setting. A strong password policy is now enforced. [Create a New SIP Extension][General Settings]
• Increased the maximum number of queue chairman agents to 10. [Add Call Queue]

Firmware 1.0.29.7

• Added support for data backup and archiving to third-party cloud storage (Amazon S3). [Storage Device Management]
• Added support for Call Billing. [Call Rate][Call Charges Statistics]
• Added Least Cost Routing policy to Outbound Routes. [Carrier]
• Administrators can now choose either dial plan accuracy or outbound route priority list as the criteria for call routing. [Outgoing Routing Priority]
• Added country-specific restriction in ACL. [Geo-IP Access Control]
• Added support for Microsoft Outlook SMTP OAuth2 authentication. [Email Settings]
• Added support for Microsoft Entra ID integration. [Microsoft Entra ID (Azure AD)]
• Added support for Windows Active Directory integration. [Windows AD]
• Added Extension Call Policy. [Create New SIP Extension]
• Added Advanced Messaging page. [Advanced Messaging]
• Added LDAP Attribute Conversion. [LDAP Client Configuration]
• Added ability to customize PAI for Emergency Calls based on individual extensions. [Emergency Location Mapping]
• Added Premium Code and and Premium Code Prompt option to Call Queue settings. [Add Call Queue]
• Added option to disable RPID in the Call Queue. [Add Call Queue]
• Added prompt language configuration in Call Queue. [Add Call Queue]
• Call Queue Chairman can now view the CDR of their queues. [Queue Switchboard Privilege]
• Added support for triggering webhooks via an IVR. [Configure IVR]
• Added support for maximum concurrent call limit. [Alert Events List]
• Added TLS compression for LDAP server. [LDAP Server Configurations]
• The restore feature now supports TGZ file format. [Backup/Restore]
• The backup packages now use TGZ format by default instead of TAR. [Backup/Restore]
• Increased voicemail group members number to 150. [Configure Voicemail Group]
• Added Call Privilege to Announcement Center. [Announcement Center Settings]
• Added end time for scheduled meetings. [Schedule Meeting]
• Added “Play Joining/Leaving Meeting Announcement” which enables/disables the sound played when a user joins/leave. [Schedule Meeting]
• Meeting will now end when a GDS or GSC extensions are the only ones left in the meeting. [During The Meeting]
• Added support for automatic update of the timezone list. [Time Zone Settings]
• Added name configuration in Speed Dial. [Speed Dial]
• Administrator password, user password, and SIP password now require at least 10 characters [Create New SIP Extension][User Management]
• Add the ability to play/hear the uploaded Prompts directly from the WebGUI. [Custom Prompt]
• Updated email template for “new messages to inactive user notification”. [Email Template]
• Added “First Answer Termination” in Paging/Intercom configuration. [Paging/Intercom Groups]
• CDR now displays the name of the callee. [CDR]
• Added support for batch download of recorded files. [Recordings]
• Added ability to select the error message to display when the number of maximum concurrent calls is reached. [VoIP Trunk Configuration]
• Added option to set the maximum concurrent calls allowed by a SIP trunk. [VoIP Trunk Configuration]
• Added support for enabling/disabling sending the diversion header on a trunk. [VoIP Trunk Configuration]
• Added support for configuring the allowed API modules when adding a user. [API Settings]
• Added ability to use key pressing events when receiving a wake up call. [Wakeup Service]
• Added Oracle Hospitality OPERA PMS integration. [Oracle Hospitality Opera]
• Added support for Oracle Hospitality OPERA’s Youth Hostel Mode. [Oracle Hospitality OPERA]
• Added option to set prefixes that label different types of calls for call billing purposes (Only applicable for Oracle Hospitality’s OPERA PMS). [PBX Settings]
• SIP Defense and Login Attack Defense are now enabled by default. [Fail2Ban]
• Added support for manual addition of Fail2Ban blocklist entries. [Fail2Ban]
• PMS parameters have been added to list of privileges for admins. [Custom Privilege]
• Added “Allow Simultaneous Logins from the Same Client Type” Wave permission. [User Portal/Wave Privileges]
• Added “Delete message” Wave permission. [User Portal/Wave Privileges]
• Added a link to the Open Source Software License Agreement. [Open Source License]
• Import and export functions now support XLSX file format. [Export Extensions][Import Extensions]

Firmware 1.0.27.26

• Added support for Cloud IM Service. [Cloud IM Service]
• Added support to download a single decrypted recording file via the API (REC API). [API Queries Supported]

Firmware 1.0.27.22

• No major changes.

Firmware 1.0.27.19

• Added Port Access mode to Register Trunk configuration. [VoIP Trunk Configuration]
• Users can now change the default extension of the Parking Lot. [Parking Lot]

Firmware 1.0.27.18

• Added DID Access mode option to peer and register trunks, allowing for calls to be verified via specific DID mapping rather than random port mapping. [VoIP Trunk Configuration]

Firmware 1.0.27.15

• Added Support for CloudUCM GDMS configuration template. [Creating CloudUCM Configuration Templates]
• Removed “Download All” and “Batch Download” for Recordings. [Recordings]
• Added support to check Release Notes from the firmware Upgrade page. [Upgrade]
• Added support for Data/File encryption. [Data/File Encryption]
• Added support for FIDO Multi-Factor Authentication. [Multi-Factor Authentication]
• Added support for limiting the number of call queue agents through CloudUCM packages. [Static Agents]
• Added support for searching CallerID in a third-party MySQL database. [Inbound Route: Third-party Database Search]
• Added support for integration with Don’t Call Me database. [Don’t Call Me Blacklist Integration]
• Added support for ZRTP on the extensions level. [Create a New SIP Extension]
• Added support for ZRTP on the trunk level. [VoIP Trunk Configuration]
• Added support for enabling multiple Wave session on the same platform. [Create New SIP Extension]
• Added Task Management feature [Task Management]
• Added support for search function in LDAP server phonebooks [LDAP Phonebook]
• Password Visibility Toggle has been added to the Admin privilege [Super Administrator]
• Added Merge Same Call Recordings setting [PBX Settings]
• Added support for adding suffix to Call Forward Enable/Disable feature [Feature Codes]
• Added icons next to feature codes to indicate whether or not they can be nested by other feature codes [Feature Codes]
• Added support for Time Condition Routing [Time Condition Routing]
• Added support for Custom Time Groups [Custom Time Groups]
• Added support for custom announcement for Call Queue [Call Queue]
• Added number and percentage of transferred calls in the Call Queue Switchboard [Switchboard]
• Added Call Memory in Call Queue [Call Queue]
• Updated Wake-up Service by adding call failure notification [Wakeup Service]
• Added Wakeup Call Service Failure email template. [Email Template]
• Room status can now be modified using the API. [API CONFIGURATION]
• Odoo CRM integration has been added [Odoo CRM]
• Added custom repeating setting when scheduling meetings [Schedule Meeting]
• Added API support to retrieve recording filename [API CONFIGURATION]
• Added enable/disable setting for Paging/Intercom [Paging/Intercom]
• Added support for configuring custom agent pause reason with a custom prompt [Global Queue Settings]
• Added support for allowing multiple login session from the same platform for Wave [Create a New SIP Extension]
• UCM reboot event alerts and logs will now contain the reboot reason and the name of the user who initiated the reboot (if applicable) [Alert Events List]
• Increased members notified for Emergency Calls from 10 to 30 [Emergency Calls]

Firmware 1.0.25.25

• No major changes

Firmware 1.0.25.24

• No major changes

Firmware 1.0.25.20

• No major changes

Firmware 1.0.25.18

• Add support for UDP SIP trunk over IP addresses with random ports
• Added “Account SIP Trunk” method. [VoIP Trunk Configuration]
• Added support for downloading capture traces for analysis [Ethernet Capture]
• Added support for “TLS Key” in the Regular Debugging Module [Ethernet Capture]

Firmware 1.0.25.13

• This is the initial release