CloudUCM - User Manual

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 resumes 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

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 the call between 1000 and 5555 is established.

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

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

EXTENSION/TRUNK

Extensions

Create a New SIP Extension

To manually create a new SIP user, go to Web GUI🡪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 five categories:

• Basic Settings
• Media
• Features
• Voicemail
• Specific Time
• 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🡪Features

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

SIP Extension Configuration Parameters🡪Wave

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 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 a CSV format file. Click on the “Export Extensions” button and select technology 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 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 file from the CloudUCM by clicking on the “Export Extensions” button.
2. Fill up the extension information you would like in the exported CSV 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 file should be treated by the PBX.

• Skip: Duplicate extensions in the CSV 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 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 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 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 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 10. 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 in CloudUCM under Web GUI🡪Extension/Trunk🡪VoIP Trunks. Once created, the VoIP trunks will be listed with the Provider Name, Type, Hostname/IP, Username, and Options to edit/detect the trunk.

• Click on “Add SIP Trunk” to add a new VoIP trunk.
• Click on to configure detailed parameters for the VoIP trunk.
• Click on to configure Direct Outward Dialing (DOD) for the SIP Trunk.
• Click on to start LDAP Sync.
• Click on to delete the VoIP trunk.

The VoIP trunk options are listed in the table below.

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 creating the new trunk group and configuring the SIP settings, 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 setup 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 file.
: Export the DODs using a csv 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

In the following sections, we will discuss the steps and parameters used to configure and manage outbound rules in CloudUCM, these rules are the regulating points for all external outgoing calls initiated by the UCM through the SIP trunks.

Configuring Outbound Routes

In the CloudUCM, an outgoing calling rule pairs an extension pattern with a trunk used to dial the pattern. This allows different patterns to be dialed through different trunks. Users can also set up a fail-over trunk to be used when the primary trunk fails.

Go to Web GUI🡪Extension/Trunk🡪Outbound Routes to add and edit outbound rules.

• Click on to add a new outbound route.
• Click the “Import” button to upload the outgoing route in .CSV format.
• Click the “Export” button to generate outgoing routes in .CSV format.
• Click to edit the outbound route.
• Click to delete the outbound route.

On the CloudUCM, the outbound route priority is based on the “Best matching pattern”. For example, the CloudUCM has outbound route A with pattern 1xxx and outbound route B with pattern 10xx configured. When dialing 1000 for an outbound call, outbound route B will always be used first. This is because pattern 10xx is a better match than pattern 1xxx. Only when there are multiple outbound routes with the same pattern configured.

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 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.

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 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 files:

Users can also import PIN Groups by uploading CSV 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 file to upload. Incorrect file formats and improperly formatted CSV 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.

Inbound Routes

Inbound routes can be configured via Web GUI🡪Extension/Trunk🡪Inbound Routes.

• Click on to add a new inbound route.
• Click on “Blacklist” to configure the blacklist for all inbound routes.
• Click on to edit the inbound route.
• Click on to delete the inbound route.

Inbound Route Configuration

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 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 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.

Blacklist Configurations

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

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

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

CALL FEATURES

Multimedia Meeting

The UCM supports multimedia meeting room allowing multiple rooms used at the same time.

The multimedia meeting room configurations can be accessed under Web GUI🡪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 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 Configurations

• 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 the 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.

Meetings Settings

To edit the general settings of the meeting rooms created in the UCM, the user can click on “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🡪Call Features🡪 Multimedia Meeting, there is an icon for 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 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.

Meeting Administrator IVR Menu
1	Mute/unmute yourself.
2	Lock/unlock the conference room.
3	Kick the last joined user from the conference.
4	Decrease the volume of the conference call.
5	Decrease your volume.
6	Increase the volume of the conference call.
7	Increase your volume.
8	More options. 1: List all users currently in the conference call. 2: Kick all non-administrator participants from the conference call. 3: Mute/Unmute all non-administrator participants from the conference call. 4: Record the conference call. 8: Exit the caller menu and return to the conference.
Meeting User IVR Menu
1	Mute/unmute yourself.
4	Decrease the volume of the conference call.
5	Decrease your volume.
6	Increase the volume of the conference call.
7	Increase your volume.
8	Exit the caller menu and return to the conference.

Google Service Settings Support

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

Google Service Settings can be found under Web GUI🡪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 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 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 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 disable.

Meeting Schedule

Log in to the UCM Web GUI, open the Call Features 🡪 Multimedia Meeting 🡪 Meeting Schedule page, and you can manage the reservation management of the meeting room. Users can create, edit, view, and delete conference room reservation records. The following is a set meeting room reservation, which shows the ongoing and pending reservations. Once the conference room is reserved, all users will be removed from the conference room at the start time, and extensions will no longer be allowed to enter the conference room. At the scheduled meeting time, UCM will send invitations to the extensions that have been selected to participate in the meeting. At the same time, it supports users to enter the meeting 10 minutes in advance. If the current meeting is occupied, enter the waiting room and wait (members joining the meeting in advance occupy global member resources, but it will be released after the scheduled meeting starts); otherwise, you can join the meeting directly and the meeting will be held in advance. After the meeting ends, the reservation record is transferred to the historical meeting list. History meeting displays the information of the ended and expired meetings.

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

Once the Meeting Schedule is configured, the scheduled meeting will be displayed as 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 INVITE to the extensions that have been selected for the conference.

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

Once the conference is finished, the conference will be displayed under Historical Meeting as 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 he/she 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

The CloudUCM allows users to record the audio of the meeting call and retrieve the recording from Web GUI🡪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

The CloudUCM allows users to record the audio and video of the meeting call and retrieve the recording from Web GUI🡪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.

Call Statistics

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

IVR

Configure IVR

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

• Click on “Add” to add a new IVR.
• Click on to edit the IVR configuration.
• Click on to delete the IVR.

Basic Settings
Name	Configure the name of the IVR. Letters, digits, _ and – are allowed.
Extension	Enter the extension number for users to access the IVR.
Dial Trunk	If enabled, all callers to the IVR can use the trunk. The permission must be configured for the users to use the trunk first. The default setting is “No”.
Auto Record	If enabled, calls to this IVR will automatically be recorded.
Permission	Assign permission level for outbound calls if “Dial Trunk” is enabled. The available permissions are “Internal”, “Local”, “National” and “International” from the lowest level to the highest level. The default setting is “Internal”. If the user tries to dial outbound calls after dialing into the IVR, the CloudUCM will compare the IVR’s permission level with the outbound route’s privilege level. If the IVR’s permission level is higher than (or equal to) the outbound route’s privilege level, the call will be allowed to go through.
Dial Other Extensions	This controls the destination that can be reached by the external caller via the inbound route. The available destinations are: Extension Conference Call Queue Ring Group Paging/Intercom Groups Voicemail Groups Dial by Name All
IVR Black/Whitelist	If enabled only numbers inside of the Whitelist or outside of the Blacklist can be called from IVR.
Internal Black/Whitelist	Contain numbers, either of Blacklist or Whitelist.
External Black/Whitelist	This feature can be used only when Dial Trunk is enabled, it contains external numbers allowed or denied calling from the IVR, the allowed format is the following: Number1, number2, number3…
Replace Display Name	If enabled, the CloudUCM will replace the caller display name with the IVR name.
Return to IVR Menu	If enabled and if a call to an extension fails, the caller will be redirected to the IVR menu.
Alert Info	When present in an INVITE request, the alert-Info header field specifies an alternative ring tone to the UAS.
Prompt	Select an audio file to play as the welcome prompt for the IVR. Click on “Prompt” to add audio file under Web GUI🡪PBX Settings🡪Voice Prompt🡪Custom Prompt.
Digit Timeout	Configure the timeout between digit entries. After the user enters a digit, the user needs to enter the next digit within the timeout. If no digit is detected within the timeout, the CloudUCM will consider the entries complete. The default timeout is 3s.
Response Timeout	After playing the prompts in the IVR, the CloudUCM will wait for the DTMF entry within the timeout (in seconds). If no DTMF entry is detected within the timeout, a timeout prompt will be played. The default setting is 10 seconds.
Response Timeout Prompt	Select the prompt message to be played when the timeout occurs.
Invalid Input Prompt	Select the prompt message to be played when an invalid extension is pressed.
Response Timeout Prompt Repeats	Configure the number of times to repeat the prompt if no DTMF input is detected. When the loop ends, it will go to the timeout destination if configured, or hang up. The default setting is 3.
Invalid Input Prompt Repeats	Configure the number of times to repeat the prompt if the DTMF input is invalid. When the loop ends, it will go to the invalid destination if configured, or hang up. The default setting is 3.
Language	Select the voice prompt language to be used for this IVR. The default setting is “Default” which is the selected voice prompt language under Web GUI🡪PBX Settings🡪Voice Prompt🡪Language Settings. The dropdown list shows all the currently available voice prompt languages on the CloudUCM. To add more languages in the list, please download the voice prompt package by selecting “Check Prompt List” under Web GUI🡪PBX Settings🡪Voice Prompt🡪Language Settings.
Key Pressing Events
Key Press Event: Press 0 Press 1 Press 2 Press 3 Press 4 Press 5 Press 6 Press 7 Press 8 Press 9 Press *	Select the event for each key pressing for 0-9, *, Timeout, and Invalid. The event options are: Extension Voicemail Multimedia Meeting Voicemail Group IVR Ring Group Queues Page Group Custom Prompt Hangup DISA Dial by Name External Number Callback For each key event, time conditions can be configured. At the configured time condition, this IVR key event can be triggered. Office time, holiday time, or specific time can be configured for time conditions. Up to 5 time conditions can be added for each key. The available time conditions are ‘All’, ‘Office Time’, ‘Out of Office Time’, ‘Holiday’, ‘Out of Holiday’, ‘Out of Office Time or Holiday’, ‘Office Time and Out of Holiday’, and ‘Specific Time’. If ‘Specific Time’ is selected, a new window will prompt for admin to configure start time, end time, and frequency.
Timeout	When exceeding the number of defined answer timeout, IVR will enter the configured event when timeout. If not configured, then it will hang up.
Invalid	Configure the destination when the Invalid Repeat Loop is done.
Time Condition	Configure the time condition for each key press event, so that it goes to the corresponding destination within a specified time.

Black/Whitelist in IVR

In some scenarios, the IPPBX administrator needs to restrict the extensions that can be reached from IVR.
For example, the company CEO and directors prefer only receiving calls transferred by the secretary, and some special extensions are used on IP surveillance endpoints which should not be reached from external calls via IVR for privacy reasons. CloudUCM has now added blacklist and whitelist in IVR settings for users to manage this.

To use this feature, log in to CloudUCM Web GUI and navigate to Call Features🡪IVR🡪Create/Edit IVR: IVR Black/Whitelist.

• If the user selects “Blacklist Enable” 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 “Whitelist Enable” 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 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, Specific time.

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

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

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🡪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 in 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 which case 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 group and all the extensions added in the group will receive the voicemail to the group extension. The voicemail group can be configured under Web GUI 🡪 Call Features 🡪 Voicemail 🡪 Voicemail Group. Click on “Add” to configure the group.

Ring Groups

The CloudUCM supports 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🡪Call Features🡪Ring Group.

• Click on to add 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 Ring Group with peer extensions is presented in the following:

1. Creating SIP Peer Trunk between both 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 edit button in the menu , and check if Sync LDAP Enable is selected, this option will allow UCM_A update remote LDAP server automatically from peer UCM_B. In addition, Sync LDAP Password must match for UCM_A and UCM_B to sync 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, user can manually sync LDAP server. Under VoIP Trunks page, click sync button shown in the following figure to manually sync LDAP contacts from peer UCM.

4. Under Ring Groups setting page, click “Add”. Ring Groups can be found under Web GUI🡪Call Features🡪Ring Groups.
5. If LDAP server is synced correctly, 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 into that UCM’s LDAP contact.

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 Call Features->Restrict Calls page.

Configure Restrict Calls

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

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 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 paging/intercom group under Web GUI🡪Call Features🡪Paging/Intercom.

Paging/Intercom Groups

2-way Intercom

Name	Configure paging/intercom group name.
Type	Select “2-way Intercom”.
Extension	Configure the paging/intercom group extension.
Auto Record	Enable this option to record in WAV format.
Replace Display Name	If enabled, the UCM will replace the caller display name with the Paging/Intercom name.
Maximum Call Duration	Specify the maximum call duration in seconds. The default value 0 means no limit.
Custom Prompt	This option is to set a custom prompt for a paging/intercom group to announce to caller. Click on ‘Prompt’, it will direct the users to upload the customized voice prompts. Note: Users can also refer to the page PBX Settings🡪Voice Prompt🡪Custom Prompt, where they could record new prompt or upload prompt files.
Members	Select available users from the left side to the paging/intercom group member list on the right.
Paging/Intercom Whitelist	Select which extensions are allowed to use the paging/intercom feature for this paging group.

1-way Paging

Name	Configure paging/intercom group name.
Type	Select “1-way Paging”.
Extension	Configure the paging/intercom group extension.
Video Broadcast	If checked, video paging will be supported. If the caller sends a video page, the paging group members will be able to receive and view the video.
Auto Record	Enable this option to record in WAV format.
Delayed Paging	Allows the announcement to be played after the configured delay paging. If there are many messages, they will be played in sequence.
LaggedTime(seconds)	Set the delay paging duration, the default is 5 seconds.
Replace Display Name	If enabled, the UCM will replace the caller display name with Paging/Intercom name.
Maximum Call Duration	Specify the maximum call duration in seconds. The default value 0 means no limit.
Custom Prompt	This option is to set a custom prompt for a paging/intercom group to announce to caller. Click on ‘Prompt’, it will direct the users to upload the customized voice prompts.Note: Users can also refer to the page PBX Settings🡪Voice Prompt🡪Custom Prompt, where they could record new prompt or upload prompt files.
Members	Select available users from the left side to the paging/intercom group member list on the right.
Paging/Intercom Whitelist	Select which extensions are allowed to use the paging/intercom feature for this paging group.

In case the user wants to broadcast a video, these requirements should be respected.

• H.264 video encoding
• .mkv or .tar/.tgz/tar.gz format  
• MKV files must be 30 MB file or less
• Compressed files (.tar/.tgz/tar.gz) must be 50 MB or less.
• File name can only contain alphanumeric characters, hyphens (-), and period (.)

If Auto Record is enabled, recorded video pages will be saved in MKV file format. Saved recordings can be found on the CDR🡪Recordings🡪Video Recordings page.

Scheduled Paging/Intercom

Pending Paging/Intercom

In this page, the user can create 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 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 has been created, it can be viewed on the same page.

Paging/Intercom Schedule

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

Operator Panel

Configure Operator Panel

Operator Panel settings can be accessed via Web GUI🡪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.

Call Queue

CloudUCM supports call queue by using static agents or dynamic agents. Call Queue system can accept more calls than the available agents. Incoming calls will be held until next representative is available in the system. This section describes the configuration of call queue under Web GUI🡪Call Features🡪Call Queue.

Configure Call Queue

Call queue settings can be accessed via Web GUI🡪Call Features🡪Call Queue.

CloudUCM supports custom prompt feature in call queue. This custom prompt will active after the caller waits for a period of time in the Queue. Then caller could choose to leave a message/ transfer to default extension or keep waiting in the queue.

To configure this feature, please go to UCM Web GUI🡪Call Features🡪Call Queue🡪Create New Queue/Edit Queue🡪Queue Options🡪set Enable Destination to Enter Destination with Voice Prompt. Users could configure the wait time with Voice Prompt Cycle.

• Click on “Add” to add call queue.
• Click on to edit the call queue. The call queue configuration parameters are listed in the table below.
• Click on to delete the call queue.

Click on “Global Queue Settings” to configure Agent Login Extension Postfix and Agent Logout Extension Postfix. Once configured, users could log in the call queue as dynamic agent.

For example, if the call queue extension is 6500, Agent Login Extension Postfix is * and Agent Logout Extension Postfix is **, users could dial 6500* to login to the call queue as dynamic agent and dial 6500** to logout from the call queue. Dynamic agent does not need to be listed as static agent and can log in/log out at any time.

• Call queue feature code “Agent Pause” and “Agent Unpause” can be configured under Web GUI🡪Call Features🡪Feature Codes. The default feature code is *83 for “Agent Pause” and *84 for “Agent Unpause”.
  Note: When dialing the “Agent Pause” feature code, users can specify the reason for it. The following reasons are available: (1) Lunch, (2) Hourly Break, (3) Backoffice, (4) Email, and (5) Wrap.
  The agent can also dial the feature with the number of the reason of the pause. E.g., if the agent want to perform a pause for lunch, he/she can dial *831 directly instead of waiting for the IVR response.

• Queue recordings are shown on the Call Queue page under “Queue Recordings” Tab. Click on to download the recording file in .wav format; click on to delete the recording file. To delete multiple recording files by one click, select several recording files to be deleted and click on “Delete Selected Recording Files” or click on “Delete All Recording Files” to delete all recording files.

Call Center Settings and Enhancements

UCM supports light weight call center features including virtual queue and position announcement, allowing the callers to know their position on the call queue and giving them the option to either stay on the line waiting for their turn or activate a callback which will be initiated by the UCM one an agent is free.

To configure call center features, press on an existing call queue and go under the advanced settings tab.

The following parameters are available:

Enable Virtual Queue	Enable virtual queue to activate call center features.
Virtual Queue Period	Configure the time in (s) after which the virtual queue will take effect and the menu will be presented to the caller to choose an option. Default is 20s.
Virtual Queue Mode	Offered to caller after timeout: After the virtual queue period passes, the caller will enter the virtual call queue and be presented with a menu to choose an option, the choices are summarized below: Press * to set current number as callback number. Press 0 to set a callback number different than current caller number. Press # to keep waiting on the call queue. Triggered on user request: In this mode, the callers can activate the virtual queue by pressing 2, then they will be presented with the menu to choose an option as below: Press * to set the current number as a callback number. Press 0 to set a callback number different than current caller number. Press # to keep waiting on the call queue.
Virtual Queue Outbound Prefix	The system will add this prefix to dialed numbers when calling back users.
Enable Virtual Queue Timeout	When this option is enabled and after a caller registers a call back request on the virtual queue. While all the agents are busy, the UCM will call an agent once he/she is idle again, this timeout is used for how long the UCM continues calling the agent and if the agent doesn’t answer the call then the callback request will timeout and expire.
Write Timeout	Configure the virtual queue callback timeout period in seconds.
Enable Virtual Queue Position Announcement	Enable the announcement of the caller’s position periodically. Note: The queue position will now be announced to the caller upon entering the queue.
Position Announcement Interval	Configure the period of time in (s) during which the UCM will announce the caller’s position in the call queue.
Enable Virtual Queue Wait Time Announcement	When enabled the UCM will announce the estimated queue wait time to callers if the estimated wait time is longer than 1 minute.
Queue Chairman	Select the extension to act as chairman of the queue (monitoring).
Virtual Queue Welcome Prompt	Click on “Upload Audio File” to upload the VQ welcome prompt.
Enable Agent Login	When enabled, statics agents can conveniently log in and out of a queue by configuring a programmable key on their phones as a shortcut. Notes: This feature is currently available only for GXP21xx phones on firmware 1.0.9.18 or greater. After enabling the feature, users need to set the option on GXP21XX phone under “Account🡪SIP Settings🡪Advanced Features🡪Special Feature” to “UCM Call Center”. A softkey labeled “UCM-CC” will appear on the bottom of the phone’s screen. When this option is enabled, dynamic agent login will be no longer supported. In case of concurrent registrations, changing agent status on one phone (login/logout) will be reflected on all phones.

Queue Auto fill enhancement:

The waiting callers are connecting with available members in a parallel fashion until there are no more available members or no more waiting callers.

For example, in a call queue with linear method, if there are two available agents, when two callers call in the queue at the same time, UCM will assign the two callers to each of the two available agents at the same time, rather than assigning the second caller to second available agent after the first agent answers the call from the first caller.

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 Web GUI🡪Call Features🡪Call Queue and click on “Call Queue Statistics”, the following page will be displayed:

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

The overview page performs seat statistics, queue statistics, seat satisfaction statistics, and queue satisfaction statistics according to the business. Agent statistics record the number of calls and call-related information of agents; queue counts the number of calls in the queue and information such as calls, waiting, and callback; agent satisfaction statistics are survey statistics based on user ratings of agents; queue satisfaction statistics are user-queue The score survey statistics.

By selecting a time interval, administrators can get detailed statistics for agent(s) such as total calls, answered calls, etc, as well as for the queue(s) such as ABANDONED CALLS also a detailed information for the queue’s call log by clicking on Options🡪Information button and the below window will pop up:

User can download statistics on CSV format by clicking on the “Download”, also the statistics can be cleared using “Reset Statistics” button.

The statistics can be automatically sent to a specific email address on a pre-configured Period, this can be done by clicking on “Automatic Download”, and the user will be directed to the below page where he can configure the download period (Day/Week/Month) and the Email where the statistics will be sent (Email settings should be configured correctly):

Significantly more information is now available UCM’s queue statistics page. In addition to the information presented in previous firmware, users can now view a call log that displays calls to all agents and queues, a dynamic agent login/logout record, and a pause log. Statistics reports for these new pages can be obtained by pressing the Download button in the top left corner of the Call Queue Statistics page. The reports are in .CSV format and will be packaged into a single tar.gz file upon download.

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

• Time – the date and time the call was received.
• Agent – the agent that was rung for 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 agent.

Login Record is a report that shows the timestamps of dynamic agent logins and logouts and calculates the amount of time the dynamic agents were logged in. Dynamic agents are extensions that log in and out either via agent login/logout codes (configured in the Global Queue Settings page) or by using the GXP21xx call queue softkey. A new record will be created only when an agent logs out. 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 is a report that shows the times of agent pauses and unpauses and calculates the amount of time that agents are paused. If an agent is part of several queues, an entry will be created for each queue. 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 of the pause (e.g., lunch, coffee break, etc…)

Switchboard

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

Following page will be displayed:

The page above summarizes the available queue 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:

Waiting	This menu shows the current waiting calls along with the caller id and the option to hang-up call by pressing on the button.
Proceeding	Shows the currently established calls along with the caller ID and the callee (agent) as well as the option to hang up, transfer, add conference, or barge-in the call.
Agents	Displays the list of agents in the queue and the extension status (idle, ringing, in use or unavailable) along with some basic call statistics and agent’s mode (static or dynamic). Note: the dashboard will show the number of calls (answered and abandoned) of each agent. For dynamic agents, it will count the number of calls starting from the last login time.

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

• Super Admin – Default admin of the UCM. Call queue privileges include being able to view and edit all queue agents, monitor, and execute actions for incoming and ongoing calls for each extension in Switchboard, and generate Call Queue reports to track performance.
• Queue Chairman – User appointed by Super Admin to monitor and manage an assigned queue extension via Switchboard. The Queue Chairman can log into the UCM user portal with his extension number and assigned user password. To access the Switchboard, click on “Other Features” in the side menu and click on “Call Queue”. In the image below, User 1001 is the Queue Chairman appointed to manage Queue Extension 6500 and can see all the agents of the queue in the Switchboard and their related information (Extension Status, Agent, Name, Answered, Abandoned, Login/Logout Time, Pause/Resume Time, Talk Time, Agent Status, Pause Reason, and Options). The Chairman is also able to log out dynamic agents from call queues.

• Queue Agent – User appointed by Super Admin to be a member of a queue extension. A queue agent can log into the UCM user portal with his extension number and assigned user password. To access the Switchboard, click on “Other Features” in the side menu and click on “Call Queue”. However, a queue agent can view and manage only his own calls and statistics, but not other agents’ in the queue extension. In the image below, User 1000 is a queue agent and can see only his own information in the Switchboard.

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 like shown below.

Dynamic Agent Login Settings
Agent Login Code Suffix	Configure the code to dial after the queue extension to log into the queue (i.e. queue extension + suffix). If no suffix is configured, dynamic agents will not be able to log in
Agent Logout Code Suffix	Configure the code to dial after the queue extension to log out of the queue (i.e. queue extension + suffix). If no suffix is configured, dynamic agents will not be able to log out.
Virtual Queue Callback Key Settings
Enable	Select whether to enable or disable virtual queue callback feature. By default it’s disabled.
Call Back Current Number	Press the feature key configured to set your current number as callback number.
Custom Callback Number	Press these feature keys configured to set a custom callback number.
Continue Waiting	Press the feature key configured to continue waiting.

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🡪Call Features🡪Pickup Groups.

• Click on to create a new pickup group.
• Click the button to upload the pickup group information in CSV format.
• Click the button to generate pickup group information in .CSV 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🡪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 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 the dial by name group under Web GUI🡪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 directory to announce to a caller. The file can be uploaded from the page “Custom Prompt”. Click “Upload Audio File” to add additional 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 in order to be searchable in 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 does not want to receive them directly.

5. Prompt Wait Time

Configure “Prompt Wait Time” for Dial By Name feature. During Dial By Name call, the caller will need to input the first letters of First/Last name before this wait time is reached. Otherwise, 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 select type on the searching 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 number 1 to 8 to select and call or press 9 for results in 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, 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.

Speed Dial

Add Speed Dial

The CloudUCM supports 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🡪Call Features🡪Speed Dial.

User should first click on . Then decide from one digit up to four digits combination 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 file, this 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 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 file.

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 inbound route. Before using it, create new DISA under Web GUI🡪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 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 with 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 for reduce the cost from this.

The callback feature works as follows:

1. Configure a new callback on the CloudUCM.
2. On the CloudUCM, configure destination of the inbound route for callback.
3. Save and apply the settings.
4. The user calls number of the CloudUCM using the mobile phone, which goes to 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 directly. 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 Web GUI🡪Call Features🡪Callback page and click on . Configuration parameters are listed in the following table.

Event List

Besides BLF, users can also configure the phones to monitor 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🡪Call Features🡪Event List.

• Click on “Add” to add a new event list.
• Sort selected extensions manually in the Eventlist
• 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 remote BLF feature. Please note the SIP end points need support 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 end points register and subscribe to the local UCM event list, it can obtain the remote extension status from this event list. Once successfully configured, the event list page will show the status of 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 user to one click enable / disable specific feature code as shown below:

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🡪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 popped-up window, fill 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 faxes 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 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.

Parking Lot

User can create parking lots and their related slots under 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.

User can create a new Parking lot by clicking on button “Add” :

Parking Lot Extension	Default Extension: 700 During an active call, initiate blind transfer and then enter this code to park the call.
Parking Lot Name	Set a name to the parking lot
Parked Slots	Default Extension: 701-720 These are the extensions where the calls will be parked, i.e., parking lots that the parked calls can be retrieved.
Use Parklot as Extension	If checked, the parking lot number can be used as extension. The user can transfer the call to the parking lot number to park the call. Please note this parking lot number range might conflict with extension range.
Parking Timeout (s)	Default setting is 300 seconds, and the maximum limit is 99.999 seconds. This is the timeout allowed for a call to be parked. After the timeout, if the call is not picked up, the extension who parks the call will be called back.
Music On Hold Classes	Select the Music on Hold Class.
Failover Destination	Configures a callback failover destination when the extension that is called back is busy. The call will be routed to the destination number and this reduces the chance of dropping parked calls.
Ring All Callback on Timeout	If enabled, all registered endpoints of the extension will ring when callback occurs. Otherwise, only the original endpoint will be called back.
Forward to destination on timeout	If enabled, the call will be routed to the configured destination upon timeout. Otherwise, the call will be routed back to the original caller.
Timeout Destination	This option appears once Forward to Destination on Timeout is enabled. Upon park timeout, the call will be routed to the configured destination.
Parking Lot Timeout Alert-Info	Adds an Alert-Info header to parking lot callbacks after the Parking Timeout has been reached.

Call Park

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

Park a Call

There are two feature codes that 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 who 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.

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 be 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 below steps:

1. Navigate on the web GUI under “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 more 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

In compliance with Kari’s Law and the Ray Baum’s Act, UCM’s Emergency Calls feature supports
emergency location mapping. This will allow users to associate subnets with emergency location
identification numbers (ELINs), which can then be used by E911 service providers for example to determine the exact location of callers. The new options can be found under 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.
• Subnet: The network subnet that the ELIN will be associated with. The ELIN that is sent to E911 providers is based on the subnet that a calling endpoint is registered from. Example: “xxx.xxx.xxx.xxx/24” or “xxxx:xxxx:xxxx:xxxx:xxxx:xxxx:xxxx:xxxx/64”.
• Location: Location associated with the configured subnet. This is used for the UCM administrator’s reference.
• 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.

Announcement Center

The CloudUCM supports Announcement Center feature which allows users to pre-record and store voice message into 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.

Announcement Center Settings

Group Settings

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

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

In this example, group “Test” has number 666. Extension 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 which will be used with 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 “Prompt” link and follow the instructions in that page.

Code and Group number are used together to direct 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 which are extension 1000, 1001 and 1002 will receive this voice message after they pick up the call.

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, make 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 option SCA under the “Feature” tab, and in “Other Settings” category.

2. After enabling the option, navigate to 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 describe 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”.

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 below steps:

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

Save and apply the configuration.

The table below gives more description of the configuration parameters when creating 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.

MESSAGING

IM Settings

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

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 contact your agents by text then

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 boardcast a text message.

SMS Settings

SMS Settings

Configuring the SMS feature on the CloudUCM series 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.

PBX SETTINGS

General Settings

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 Web GUI, 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 the UCM. 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 from the UCM.

Custom Prompt

On the CloudUCM, if the user needs to replace some specific customized prompt, the user can upload a single specific customized prompt from Web GUI🡪PBX Settings🡪Voice Prompt🡪Language Settings and click on “Upload” instead of the entire language pack.

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.

SYSTEM SETTINGS

This section will explain the available system-wide parameters and configuration options on the CloudUCM series. 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

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.

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.

• 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, 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, 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 configuration on LDAP client is useful when you use other LDAP servers. Here we provide an example on how to configure the LDAP client on the UCM.

Assuming the remote server base dn is “dc=pbx,dc=com”, configure the LDAP client as follows:

LDAP Client Type

The UCM can automatically update the phonebook, by configuring the ‘LDAP Automatic Update Cycle’. Available options are: 1 day/2days/7 days. It is set to ‘None’ by default.

The following figure gives a sample configuration for UCM acting as a LDAP client.

To configure Grandstream IP phones as the LDAP clients for UCM, 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].

AD Client Type

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

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 UCM, the system administrator can define “holidays” 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🡪Holiday, and click the “Add” button to see the following configuration page.

Enter holiday “Name” and “Holiday Memo” for the new holiday. Then select “Month”, “Day” and the exact “Hour”. The system administrator can also define days in one week as advanced options. Once done, click on “Save” and then “Apply Change” for the holiday to take effect. The holiday will be listed in the web page as the figure shows.

• Click on to edit the holiday.
• Click on to delete the holiday.
• Click on “Delete” to delete multiple selected holidays at once.

Email Settings

Email Settings

The Email feature on the 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 following figure shows a sample Email setting on the CloudUCM, assuming the Email is using 192.168.6.202 as the SMTP server.

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 the CloudUCM.

Email Templates

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.

• Added “Edge” and “Safari” as supported browser.
• Added “Download Wave” button for user to download Wave app from: https://fw.gdms.cloud/wave/download/
• Improved descriptions

Email Footer Hyperlink

Under UCM 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 UCM 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 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 file or update the duplicate UCM contact with the information in the CSV.
• 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.

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.

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 Events List

The system alert events list can be found under Web GUI 🡪 Maintenance 🡪 System Events. The following event and their actions are currently supported on the CloudUCM which will have alert and/or Email generated if occurred:

Click on to configure the parameters for each event. See examples below.

1. Fail2ban blocking: If the system Fail2ban is blocking, the event will be recorded in the alert log.
2. User login banned: If user login is blocked, the event will be recorded in the alert log.
3. Remote Login: An alert will be generated upon a remote login.
4. System Update
5. Restore Config: Once the system configuration is restored, the configuration restoration event will be recorded in the alert log.
6. System Update: Once the system is upgraded, the system upgrade event will be recorded in the alarm log.
7. System Reboot: UCM will detect the system restart and will send an alert for it. There are two kinds of reboots that the UCM detects, normal and abnormal reboots. Normal reboots are the reboots that are done when you press the restart button on the web UI, reboot that occur after updating the firmware. Abnormal reboots are the reboots that occur due to a system failure. Normal reboots are registered in the alert log and they are not pushed to GDMS, while abnormal reboots are registered in the alert list and are pushed to GDMS.
8. Modify Super Admin Password: Once the super administrator password is modified, the system will record the password modification event in the alarm log.
9. Emergency Calls: If the system generates an emergency call, the event will be recorded in the alert log.
10. Register SIP trunk failed

• Detect Cycle: The UCM will detect the failure of SIP trunk registration at a set interval. Users can enter the number and then select second(s)/minute(s)/hour(s)/day(s) to configure the cycle.

13. SIP peer trunk status: If the SIP peer trunks status is abnormal, the event will be recorded in the alert log.
14. SIP Outgoing Call through Trunk Failure: If the system SIP trunk outgoing call fails, the event will be recorded in the alert log.
15. Register SIP failed

Configure the sending period of the SIP registration failure alert. The first registration failure alert of the same IP to the same SIP account will be sent immediately, and then no alerts will be sent for similar failure warnings in the cycle time. After the cycle time expires, an alert will be sent again to count the number of occurrences of similar SIP registration failure alerts during the cycle. When set to 0, alerts are always sent immediately.

16. SIP lost registration: If System SIP extension registration is lost, the event will be recorded in the alert log. SIP Internal Call Failure: If the system SIP extension call fails within the office, the event will be recorded in the alert log.
17. High Frequency Outgoing Call: When an extension initiates calls frequently, an alert will be logged in the alert log and a notification will be pushed to the GDMS and through email as well.
18. Remote concurrent calls: If the remote concurrent call fails, the event will be recorded in the alert log.
19. Trunk Outbound Call Duration Usage:
20. Trunk Concurrent Calls: When the system detects that the number of concurrent calls of a certain relay exceeds the threshold set by the relay within a certain period of time, the event will be recorded in the alarm log. Calls are not restricted if the threshold is exceeded.
21. User login success: Successful user login events will be recorded in the alert log.
22. User login failed: User login failure events will be recorded in the alert log.
23. Data Sync Backup: If the system performs data synchronization and backup abnormalities, the event will be recorded in the alert log.

Alert Log

Under Web GUI🡪Maintenance🡪System Events🡪Alert Log, system messages from triggered system events are listed as alert logs. The following screenshot shows system crash 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 . Alert logs are classified into two types by the system:

1. Generate Alert: Generated when alert events happen, for example, alert logs for disk usage exceeding the alert threshold.
2. Restore to Normal: Generated when alert events being cleared, for example, logs for disk usage dropping back below the alert threshold.

User could filter out alert logs of “Generate Alert” or “Restore to Normal” by specifying the type according to need. The following figure shows an example of filtering out alert logs of type of “Restore to Normal”.

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 Web GUI🡪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.

Super Admin Email	Configure the email addresses to send alert notifications to. Up to 10 email addresses can be added.
Admin Email	Configure the email addresses to send alert notifications to. Up to 10 email addresses can be added.
Email Template	Please refer to section [Email Templates]
Protocol	Protocol used to communicate with the server. HTTP or HTTPS. Default one is HTTP.
HTTP Server	The IP address or FQDN of the HTTP/HTTPS server.
HTTP Server Port	HTTP/HTTPS port
Warning Template	Customize the template used for system warnings. By default: {“action”:”${ACTION}”,”mac”:”${MAC}”,”content”:”${WARNING_MSG}”}
Notification Template	Customize the notification template to receive relevant alert information. By default: {“action”:”${ACTION}”,”cpu”:”${CPU_USED}”,”memery”:”${MEM_USED}”,”disk”:”${DISK_USED}”,”external_disk”:”${EXTERNAL_DISK_USED}”} Note: The notification message with “action:0” will be sent periodically if Notification Interval is set.
Notification Interval	Modifies the frequency at which notifications are sent in seconds. No notifications will be sent if the value is “0”. Default value: 20
Template Variables	${MAC} : MAC Address ${WARNING_MSG} : Warning message ${TIME} : Current System Time ${CPU_USED} : CPU Usage ${MEM_USED} : Memory Usage ${ACTION} : Message Type. Refer to [Alert Events] ${DISK_USED} : Disk Usage ${EXTERNAL_DISK_USED} : Disk Usage

Upgrade

During its lifetime, the CloudUCM Series 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”.

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 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.

Please make sure the total number of extensions and total number of conference rooms are compatible before restoring to another UCM model. Otherwise it will prompt a warning and stop the restore process.

The option allows UCM to perform automatically backup on the user specified time. User is allowed to set backup time from 0-23 and how frequent the backup will be performed.

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 could configure to clean the Call Detail Report/Voice Records/Voice Mails etc… manually and automatically under Web GUI🡪Maintenance🡪System Cleanup/Reset🡪Cleaner.

The following screenshot show the settings and parameters to configure the manual cleaner feature on CloudUCM.

UCM regularly cleans up CDRs, report data, chat data, recording files, historical appointment meeting records, voice mail, backup files, and fax files. The report data includes queue statistics report and conference room call statistics report; chat data includes chat messages and chat shared files; historical appointment conferences include audio and video conference appointment records. Automatic cleanup is not enabled by default and supports regular cleanup of database data based on dimensions such as cleanup time, cleanup conditions, and cleanup interval.

User can also set an automatic cleaning under Cleaner🡪Automatic Cleaning. The following screenshot show the settings and parameters to configure the cleaner feature on CloudUCM.

Enable CDR Cleaner	Enable the CDR Cleaner function.
CDR Clean Time	Enter 0-23 to specify the hour of the day to clean up CDR.
Cleaning Conditions	By Schedule: If the clean interval is 3, cleaning will be performed every 3 days to remove all records that were generated 3 days ago. Keep Last X Records: If the max number of CDR has been reached, CDR will be deleted starting with the oldest entry at the configured cleaning time.(Note: The amount of records displayed on the page of call queue statistics is not one-to-one with the actual amount of records in the database.) Keep Last X Days: Delete all entries older than X days.
Clean Interval	Enter 1-30 to specify the day of the month to clean up CDR when By Schedule is selected as Cleaning Conditions.
Max Entries	Set the maximum number of CDR entries to keep when Keep Last X Records is selected as Cleaning Conditions.
Keep Last X Day	Enter the number of days of call log entries to keep when Keep Last X days is selected as Cleaning Conditions.
Enable Report Cleaner	Enable scheduled queue log cleaning. By default, is disabled.
Cleanup Type	Queue Statistics Report Meeting Call Statistics Report Scheduled Audio Meeting History Scheduled Video Meeting History
Clean Time	Enter the hour of the day to start the cleaning. The valid range is 0-23.
Cleaning Conditions	By Schedule: If the clean interval is 3, cleaning will be performed every 3 days to remove all records that were generated 3 days ago. Keep Last X Records: If the max number of Queue Statistics has been reached, Queue Statistics will be deleted starting with the oldest entry at the configured cleaning time.(Note: The amount of records displayed on the page of call queue statistics is not one-to-one with the actual amount of records in the database.) Keep Last X Days: Delete all entries older than X days.
Clean Interval	Enter how often (in days) to clean queue logs when By Schedule is selected as Cleaning Conditions. The valid range is 1-30.
Max Entries	Set the maximum number of Queue Statistics entries to keep when Keep Last X Records is selected as Cleaning Conditions.
Keep Last X Day	Enter the number of days of call log entries to keep when Keep Last X days is selected as Cleaning Conditions.
Enable Conference Statistics Report Cleaner	Enable scheduled Conference log cleaning. By default, is disabled.
Cleaning Conditions	By Schedule: If the clean interval is 3, cleaning will be performed every 3 days to remove all records that were generated 3 days ago. Keep Last X Records: If the max number of Conference Statistics Report has been reached, Conference Statistics Report will be deleted starting with the oldest entry at the configured cleaning time. (Note: The amount of records displayed on the page of call queue statistics is not one-to-one with the actual amount of records in the database.) Keep Last X Days: Delete all entries older than X days.
Clean Interval	Enter how often (in days) to clean queue logs when By Schedule is selected as Cleaning Conditions. The valid range is 1-30.
Max Entries	Set the maximum number of Conference Statistics Report entries to keep when Keep Last X Records is selected as Cleaning Conditions.
Keep Last X Day	Enter the number of days of call log entries to keep when Keep Last X days is selected as Cleaning Conditions.
Enable File Cleaner	Enter the Voice Records Cleaner function.
Choose Cleaner File	Select the files for system automatic clean. Basic Call Recording Files. Conference Recording Files. Call Queue Recording Files. Voicemail Files. Backup Files.
Clean time	Enter the hour of the day to start the cleaning. The valid range is 0-23.
Cleaning Conditions	By Schedule: If the clean interval is 3, cleaning will be performed every 3 days to delete all files. By Threshold: Check at the configured cleaning time every day to see if the storage threshold has been exceeded and perform cleaning of all files if it has. Keep Last X Days: Delete all files older than X days.
File Clean Interval	Enter 1-30 to specify the day of the month to clean up the files.
File Clean Threshold	Enter the internal storage disk usage threshold (in percent). Once this threshold is exceeded, the file cleanup will proceed as scheduled. Valid range is 0-99.
Keep Last X Days	Automatically delete all recordings older than this x days when the threshold is reached. If not set, all data is cleared
Cleaner Log	Press Clean “button” to clean the cleaner’s log.

All the cleaner logs will be listed on the bottom of the page.

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 RTP packets.

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.

Call Type	Groups the following: Inbound calls: Inbound calls are calls originated from a non-internal source (like a VoIP trunk) and sent to an internal extension. Outbound calls: Outbound calls are calls sent to a non-internal source (like a VoIP trunk) from an internal extension. Internal calls: Internal calls are calls from one internal extension to another extension, which are not sent over a trunk. External calls: External calls are calls sent from one trunk to another trunk, which are not sent to any internal extension.
Status	Filter with the call status, the available statuses are the following: Answered No Answer Busy Failed
Source Trunk Name	Select source trunk(s) and the CDR of calls going through inbound the trunk(s) will be filtered out.
Destination Trunk Name	Select destination trunk(s) and the CDR of calls going outbound through the trunk(s) will be filtered out.
Action Type	Filter calls using the Action Type, the following actions are available: Announce Announcement page Dial Announcements Callback Call Forward Conference DISA Follow Me IVR Page Parked Call Queue Ring Group Transfer VM VMG Video Conference VQ_Callback Wakeup Emergency Call Emergency Notify SCA
Extension Group	Specify the Extension Group name to filter with.
Export File Data	Select the fields that will be exported, the following fields are available: Account Code Session Premier caller Action type Source trunk name Destination trunk name Caller number Caller ID Caller name Callee number Answer by Context Start time Answer time End time Call time Talk time Source channel Dest channel Call status Dest channel extension Last app Last data AMAFLAGS UIQUEID Call type NAT
Account Code	Select the account Code to filter with. If pin group CDR is enabled, the call with pin group information will be displayed as part of the CDR under Account Code Field.
Start Time	Specify the start time to filter the CDR report. Click on the calendar icon on the right and the calendar will show for users to select the exact date and time.
End Time	Specify the end time to filter the CDR report. Click on the calendar icon on the right and the calendar will show for users to select the exact date and time.
Caller Number	Enter the caller number to filter the CDR report. CDR with the matching caller number will be filtered out. User could specify a particular caller number or enter a pattern. ‘.’ matches zero or more characters, only appears in the end. ‘X’ matches any digit from 0 to 9, case-insensitive, repeatable, only appears in the end. For example: 3XXX: It will filter out CDR that having caller number with leading digit 3 and of 4 digits’ length. 3.: It will filter out CDR that having caller number with leading digit 3 and of any length.
Caller Name	Enter the caller name to filter the CDR report. CDR with the matching caller name will be filtered out.
Callee Number	Enter the callee number to filter the CDR report. CDR with the matching callee number will be filtered out. Note: The “Callee Number” filter field supports specifying Pattern (example: 3XXX) or using Leading digits (example: 3.) as filtering options.

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

Example:

IVR

DIAL

WAKEUP

• Call From

Example format: 5555

• Call To

Example format: 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.

Users could perform the following operations on the call report.

• 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 file.

• Download All Records

Click on “Download All Records” to export all the records to a .csv file.

• Delete All

Click on button to remove all the call report information.

• Delete Search Result

On the bottom of the page, click on button to remove CDR records that

appear on search results.

Note: When deleting CDR, a prompt will now appear asking whether to delete all recording files or not.

• 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 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.

CDR in GDMS Cloud

Cloud Storage for CDR Record which can be displayed under CDR 🡪 CDR in GDMS Cloud.

Statistics

UCM supports the function of concurrent call statistics. This function provides users with statistics on the number of concurrent calls of all VOIP trunks (SIP trunks ). Users can set search criteria to generate custom charts. Select the trunk and time to view the chart of the maximum number of concurrent calls corresponding to the trunk in a certain day or month.

Trunk Type	Select one of the following trunk type. All SIP Calls
Call Type	Select one or more in the following checkboxes. Inbound calls Outbound calls Internal calls External calls All calls
Time Range	By month (of the selected year). By week (of the selected year). By day (of the specified month for the year). By hour (of the specified date). By range. For example, 2016-01 To 2016-03.

Recordings

This page lists all the recording files recorded by “Auto Record” per extension/ring group/call queue/trunk, or via feature code “Audio Mix Record”.

• Click on “Download” to batch-download the selected recording files.
• Click on “Download All” to download all the recording files.
• Click on “Delete” to batch-delete the selected recording files.
• Click on “Clear” to delete all the recording files.
• Select whether to show call recordings, queue recordings or conference recordings.
• Click on to download the recording file in .wav format.
• Click on to delete the recording file.
• To sort the recording file, click on the title “Caller”, “Callee” or “Call Time” for the corresponding column. Click on the title again can switch the sorting mode between ascending order or descending order.

CLOUDUCM SERVICES

Plan

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

Service Description

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

My Plan

In “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 “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.

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 Web GUI 🡪 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

INTEGRATIONS

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 to get information from it.

API Settings

Before accessing the API, the administrators need to enable 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.

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

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

API Queries Supported

The new API supports now 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 now 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:

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 of 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 voice prompt user are “Username: uploader; Password: uploader123”.

2. Hash the password of the user configured to 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 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 support 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 CRM page, and saves the call information in the contact’s history.

Sugar CRM

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

1. Select “SugarCRM” from the CRM System Dropdown in order 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. Logout from admin access.
4. Login to the UCM as user and navigate under “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”. User can start then using SugarCRM features.

Vtiger CRM

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 in order 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. Logout from admin access.
4. Login to the UCM as user and navigate under “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.

Salesforce CRM

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 in order 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. Logout from admin access.
4. Login to the UCM as user and navigate under “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 are as follows:

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

2. Log into the UCM as a regular user and navigate to Other Features > CRM User Settings and check “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://mycloud.act.com/act/Help

PMS

CloudUCM supports Hotel 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.

PMS API

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

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

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

Connecting to PMS

On the UCM WebGUI > Integrations > PMS > Basic Settings” set the connection information for the PMS platform.

In order to use some PMS features please activate the feature code associated under “Call Features🡪Feature Codes”

• Update PMS Room Status
• PMS Wake Up Service

PMS Features

Room Management

In Room Management tab, the user can create a room and affect up to two extensions to it. This will appear in Room Status tab, and from there the user can change the Check-in/Check-out.

Call Privileges allows the administrator to set the level of call privilege of the room.

Room Status

After clicking “OK” the client entry will be added to the list.

The user can click on Check-in/Check-out Records to view the history of the checked-in and checked-out guests.

Custom Room Status Codes

The user can customize the existing room statuses or add more statuses along with the corresponding name. The user can customize the status code to up to 16-digit code. To customize room status, please click on .

Call Rate

In Call Rate page, the user can create different call rates for different call types. For example, the user can create a call rate which applies to national calls. The call rates can be differentiated by the prefix set for each call rate, the prefix corresponds to an outbound route pattern which allows national calls. Thus, the call rate applies accordingly.

Wake Up Service

In order to create a New Wake up service, user can click on ”Add”, the following window will pop up:

Field	Description
Room Number	Select the room number where to call with a limitation of 63 characters.
Select Time	Set the time of the wakeup call
Action Status	Show the status of the call: Programmed: the call is scheduled for the time set Cancelled: the call is canceled Executed: the wakeup call is made Note: Editing an already executed wakeup service will automatically change the service’s status to “Programmed”.
Type	Single: The call will be made once on the specific time. Daily: The call will be repeated every day on the specific time

Once the call is made on the time specified, the following figure show the status of the wakeup call.

This call has been executed but has been rejected, that why we can see the “Busy” status.

Mini Bar

The mini bar feature is used to track the goods which have been consumed by the guests during their stay. This feature allows to add the consumed goods to the bill by the housekeeper.

Housekeeper

In order to create a new housekeeper, click on under UCM WebGUI🡪Integrations🡪PMS🡪Housekeeper.

Housekeeper Code	Enter the Code to use when the houskeeper wants to change the status of the room.
Password	Enter the password associated with the housekeeper.

Local PMS

CloudUCM offers a local Property Management System to give the user basic management features without having to purchase a PMS for the most basic property management actions. In addition to Room Management, Rooms Status for checking-in and checking-out, Wakeup Service, and Housekeeper functions, the CloudUCM allows a number of additional functions upon checking-out, like backing up voicemail recordings, clearing wakeup calls and Wave history automatically, in addition to resetting Wave’s password. The user can use the Local PMS feature to check-in and check-out clients from the web user interface.

Google Services

Google Services integration allows integrating the CloudUCM with Google Calendar to automatically synchronize the created Multimedia and Onsite Meetings schedule with 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 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 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

Wave Integration & Expansion

Wave integrations include further expansion of the UC features offered by our solutions. These expansions includes integrating popular CRM solutions, like Odoo CRM, Oracle Netsuite, and Salesforce CRM with Wave to easily manage customer relationship directly through the calls received on Wave. Other add-ins include Whatsapp Business, Office356, Google Drive, and IPVideoTalk.

CHANGELOG

Firmware 1.0.25.11

• This is the initial release.