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TOSHIBA
Telecommunication Systems Division

General Description

Title Page
January 2012

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  • Page 1: General Description

    TOSHIBA Telecommunication Systems Division General Description Title Page January 2012...
  • Page 2 To view the latest version of this or other documents please refer to the Toshiba FYI web site. Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or...
  • Page 3 In accordance with U.S. Copyright Law, a license may be required from the American Society of Composers, Authors and Publishers, or other similar organization, if radio or TV broadcasts are transmitted through the music-on-hold feature of this telecommunication system. Toshiba America Information Systems, Inc., strongly recommends not using radio or television broadcasts and hereby disclaims any liability arising out of the failure to obtain such a license.
  • Page 4 Telecommunication Systems Division, End User Standard User Limited Warranty Refer to “End User Standard Limited Warranty” on page 121 Toshiba America Information Systems, Inc. Telecommunication Systems Division, Redistribution of OpenSource GPL Attribution Refer to Toshiba Internet FYI > IPedge > Documentation.
  • Page 5 WARRANTIES FOR NON-TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third- party manufactured products that support our Toshiba IPedge and Strata CIX product portfolio.
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  • Page 7: Table Of Contents

    Contents Introduction Organization ............................xv Conventions ............................xvi Related Documents/Media ......................... xvi Chapter 1 – Overview IPedge Solutions ............................ 3 Other Advantages ..........................4 Operating Environment ......................... 5 Software ..............................5 Deployment ............................5 Administration ............................6 Unified System Administration ......................6 Configuration ............................
  • Page 8 Contents Chapter 4 – Networking Other Messaging Features ......................28 Call Manager ............................29 Call Manager Standard ......................... 29 Call Manager Advanced ....................... 30 Companion Applications ......................31 Meeting ............................... 33 Audio Conference Features ......................33 Web Collaboration Features ......................33 Mobility ...............................
  • Page 9 Contents Chapter 5 – Contact Center Requirements ..........................48 Interactions ........................... 48 Chapter 5 – Contact Center Basic ACD Features ..........................49 Advanced Call Routing ........................ 49 Intelligent Announcements ......................49 IVR Voice Assistant Open Database Connectivity (ODBC) Access ........... 49 Enhanced ACD Features ........................
  • Page 10 Contents Chapter 6 – Features Emergency Call ........................... 64 Enhanced 911 (E911) .......................... 64 Feature Prompting With Soft Keys ..................... 65 Flexible Line Ringing ......................... 65 Flexible Numbering ..........................65 Handsfree Answerback ........................65 Headset ..............................65 Hearing Aid Compatible ........................66 High Call Volume Buttons ........................
  • Page 11 Contents Appendix – Specifications Camp on to Hunt Groups ......................75 Station Message Detail Recording (SMDR) ..................76 Survivability ............................76 System Fault Finding and Diagnostics ....................77 Alarm Indication of System Faults ....................77 Fault Detection and Error Logs ....................77 Event and System Administration Logs ..................
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  • Page 13: Introduction

    • Chapter 3 – Unified Communications describes the IPedge Messaging, Call Manager, Meeting, and Mobility Solutions which together form Toshiba’s Unified Communications product suite. • Chapter 4 – Networking describes the various network related configurations that need to be done when installing the IPedge system.

  • Page 14: Conventions

    • IPedge Telephone, Messaging, and Call Manager Quick Reference Guide • IPedge IP5000-Series Telephone Internet Site For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current IPedge documentation and enables you to view, print and download current publications. IPedge General Description 01/12...
  • Page 15 Overview The IPedge system is an advanced pure IP platform that provide sophisticated business communication features. The IPedge system performs call processing, voice mail, unified messaging, media processing that includes conferencing and paging, meet-me conferencing with web collaboration, centralized management, Call Manager unified communications, and more. IPedge uses Red Hat Enterprise Linux 5.4 for the base operating system that provides a high level of scalability and security.
  • Page 16 Overview IPedge EP System IPedge EP System (Horizontal view (Horizontal and Vertical view) with Left and Right Rack-mount Brackets) Figure 2 IPedge EP Server Table 1 Basic Specifications EC Server EM Server EP Server Rackmount Rackmount Stand alone or 19” Rackmount 1.75U or 2.362”...

  • Page 17: Chapter 1 - Overview Ipedge Solutions

    Overview IPedge Solutions IPedge Solutions The IPedge server integrates all the necessary customer centric applications as shown below. The IPedge reduces the need for multiple servers to support each application separately, therefore it dramatically decreases the cost and complexity of deploying multiple applications. Figure 3 IPedge System Architecture On a single server, IPedge provides the following:...

  • Page 18: Other Advantages

    Overview Other Advantages • Centralized Management for multiple sites – The Enterprise Manager resides on the IPedge Server and enables an administrator to manage all trunks and stations in all the servers of the enterprise, using one consolidated view. From one central location, the administrator can backup and restore configurations of all sites, and update the firmware on any or all phones in the enterprise.

  • Page 19: Operating Environment

    Overview Operating Environment • A variety of SIP endpoints are available for specific needs including wireless, smartphone, door phone, paging, etc. See Chapter 2 – Telephones and Peripherals for SIP approved end points. • NAT Traversal allows VoIP calls to take place easily while each telephone device and the telephone system are all safely behind firewalls.

  • Page 20: Administration

    • Several sites, at different geographical locations, each with its own IPedge system, all managed centrally over a WAN. Toshiba’s personal administration tool integrated in Enterprise Manager using a User login, puts telephone personalization in the hands of individual users, allowing them to easily program speed dial buttons, feature buttons, Do Not Disturb functions, and even the name on their LCD displays, using their PC’s Web browser.

  • Page 21: Configuration

    Overview Configuration Configuration In a typical network configuration with IPedge, the IPedge server is placed behind the NAT firewall and given a private IP address. IPedge provides SIP trunking for incoming and outgoing calls. On the LAN, IPedge works with the SoftIPT and IP telephones.
  • Page 22 Overview Configuration Multi-node IPedge and Strata CIX systems can be networked together using IPedge Net. Figure 6 Multi Node Confi guration IPedge General Description 01/12...

  • Page 23: Software Support And Upgrade Service

    Registration and proof of purchase of the original owner of the IPedge system may be required. While Toshiba has made every effort at the time of publication to ensure the accuracy of the information provided herein, this information is subject to change without notice. Toshiba assumes no liability for any damages incurred directly or indirectly from any errors or omissions contained herein.
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  • Page 25: Chapter 2 - Telephones And Peripherals

    Telephones and Peripherals This chapter covers Toshiba’s 5000-series Internet Protocol (IP) Telephones and peripherals that are compatible with IPedge telephone systems. IP 5000-Series IP Telephones The IPedge system supports the IP5000-series telephone product line. Toshiba offers many IP Telephone models with backlight displays (except IP5022-SD), full- duplex speakerphones, and Gigabit Ethernet: •...
  • Page 26 Telephones and Peripherals IP 5000-Series IP Telephones IP5022-SD & IP5522-SD IP5132-SD 10 programmable buttons, 4-line LCD 20 programmable buttons, 4-line backlit IP5122-SD, IP5122-SDC & IP5622-SD 10 programmable buttons, 4-line backlit LCD IP5131-SDL, IP5531-SDL & IP5631-SDL 20 programmable buttons, large backlit LCD with HTML support and navigation key IPedge General Description 01/12...

  • Page 27: Features

    Telephones and Peripherals IP 5000-Series IP Telephones Features The IP5000-series telephones include a speakerphone and are 802.3af standard compliant for Power-Over-Ethernet (PoE). The IP Telephony product family also includes matching Add-on Module and a DSS Console. The IP5000-series telephones support a very comprehensive and powerful feature set including: •...

  • Page 28: Capabilities

    IP 5000-Series IP Telephones Capabilities The Toshiba IP Telephones also have the following capabilities: • The IP telephones contain two types of codecs (coder/decoder): G.711 and G.729A. The codec determines the IP telephone voice quality and network bandwidth requirements. The G.711 requires the most bandwidth and provides the best voice quality.

  • Page 29: Liquid Crystal Display (Lcd) Models

    Telephones and Peripherals IP 5000-Series IP Telephones Liquid Crystal Display (LCD) Models The IP5022-SD, IP5122-SD, IP5522-SD, IP5622-SD, IP5122-SDC and IP5132-SD models display up to 24 characters times four lines of information and provide four Soft Keys. The IP5131-SDL, IP5531-SDL, IP5631-SDL has 4 soft keys and a 9-line LCD. From the idle screen you can access telephone directories and speed dial lists of names or departments, internal or external to the telephone system.

  • Page 30: Ip4100 Dect Telephone

    Telephones and Peripherals IP4100 DECT Telephone IP4100 DECT Telephone The IP4100 DECT telephone (shown right) supports 8~10 simultaneous call sessions per base and allows for seamless roaming between bases in a multi-base configuration. The High Defination voice enabled speaker and microphone allows for crystal clear speech.

  • Page 31: Telephone Button Expansion Options

    Telephones and Peripherals Telephone Button Expansion Options Telephone Button Expansion Options Upgrade options for the Toshiba IP telephones are described below. LCD Add-on Module (LM5110) The LM5110 adds 10 programmable LCD feature buttons to the 5000-series telephones (except the IP5522-SD and IP5622-...

  • Page 32: Attendant Console

    The Attendant Console runs on a PC with Microsoft® Windows XP Professional or Windows 7 (32 bit) operating system. The Attendant Console PC offered by Toshiba is equipped with an Intel two gigahertz CPU in a small, compact desktop chassis that is just the right size for a receptionist’s desk.
  • Page 33 Telephones and Peripherals Attendant Console The Attendant Console is designed to handle all call activity within a single Call Monitor screen, shown below. All calls will appear in a single list. Menu Bar Info Bar Toolbar Icons Call List Call Status Call Attributes icons View Pane...

  • Page 34: Peripherals

    Telephones and Peripherals Peripherals Peripherals The IPedge supports a variety of third party peripherals in order to meet specific business needs. Polycom End Points The IPedge call control platform supports a variety of end points from Polycom. The following table lists end points (by type – desk phones, wireless, conference etc) that have been qualified to work with IPedge.

  • Page 35: Cyberdata

    Telephones and Peripherals Peripherals CyberData The CyberData® Voice-over-IP (VoIP) Intercom product is targeted for door phone, emergency phone, and access control applications. The CyberData VoIP Intercom product operates over a Local Area Network (LAN) and is Power-over-Ethernet (PoE) 802.3af enabled. SIP line extension dialing and features allow the user to use the IPedge capabilities for two-way communications or as a paging speaker as required.

  • Page 36: Gateways

    VoIP systems. Other functions of a VoIP gateway include voice compression or decompression, control signaling, call routing, and packetization. VoIP gateways come in many different configurations. Toshiba sells some third party gateways. Audiocodes Mediant 1000 Series (Digital) The Mediant 1000 (shown right) is Audiocodes’cost-effective, converged wireline...
  • Page 37 Telephones and Peripherals Peripherals Mediapack Series (Analog) The MediaPack Series Analog VoIP Gateways are cost-effective, best-of-breed technology products. These stand-alone analog VoIP Gateways provide superior voice technology for connecting legacy telephones, and PBX systems with IP-based telephony networks, as well as for integration with new IP-based PBX systems.
  • Page 38 Telephones and Peripherals Peripherals Epygi Gateways The Epygi Gateways (shown right) are available in a sturdy metal rack- mountable housing that permits the inclusion of a built-in power source and cooling fan for heavy duty operation and extended life span. These gateways include call routing and auto attendant capabilities, voice prioritization over data and sophisticated firewall and security elements.
  • Page 39 Unified Communications This chapter describes IPedge Messaging, Call Manager, Meeting, and Mobility Solutions which together form Toshiba’s Unified Communications product suite. The IPedge system supports all Unified Communications (UC) applications on one platform, dramatically decreasing the cost and complexity of deploying multiple applications. This includes Presence, IM/Chat, PC call control, Auto Attendant, Voice Mail, Unified Messaging, Interactive Voice Response (IVR), and Enterprise Manager system administration.
  • Page 40 Unified Communications used at your desk with your desk telephone or as a stand-alone IP soft phone providing mobility and remote access. You get the efficiency of combining your telephone and computer into one integrated communication tool. • CRM Integration and Screen-pops – Your call answering personnel can provide better service by immediately knowing which customer is calling with screen-pop integration to your customer relationship management applications and databases.
  • Page 41 It’s important to improve employee productivity for all of them no matter where they are. Toshiba provides the tools for remote connectivity and mobility to make them all operate as if they were right there in the office.

  • Page 42: Chapter 3 - Unified Communications Ipedge Messaging

    Unified Communications IPedge Messaging IPedge Messaging Messaging is an integrated voice processing application within the IPedge system that provides standard voice mail and Automated Attendant features as well as Unified Messaging capabilities, Follow Me, Message Notifications, Soft Key navigation of mailbox menus, and Call Recording. Since Messaging is incorporated into the IPedge system, it delivers streamlined user administration and system management.

  • Page 43: Call Manager

    Unified Communications Call Manager Call Manager Call Manager (CM) is a powerful unified communications tool, a PC soft phone designed to enhance productivity for mobile and office users. The Call Manager application runs on a PC with Microsoft® Windows XP, Windows Vista, the Terminal server on Windows Server 2003 ~ Windows Server 2008 R2, or Windows 7 operating systems.

  • Page 44: Call Manager Advanced

    Unified Communications Call Manager Call Manager Advanced Call Manager Advanced provides the following major functions: • Desktop call control from your • Customized call handling – CM allows you to place, answer, handle, view, and manage phone calls using your computer screen, keyboard, and mouse.

  • Page 45: Companion Applications

    ACD Viewer The Call Manager is tightly integrated with the ACD from Toshiba. The Call Manager ACD Viewer enables users connected to ACD to view the status of all ACD groups in which they belong. This additional functionality does not require MIS software to be installed. Call Manager shows the operating status of each group.
  • Page 46 Unified Communications Call Manager Chat The Call Manager Chat application enables Call Manager users connected to the IPedge system to interactively have chat conversations. Chat also supports whiteboard and canned messages. This program enables employees in an enterprise to communicate using real time text-based communications.

  • Page 47: Meeting

    Unified Communications Meeting Meeting System Availability: IPedge EC and EM systems only The Meeting application is integrated into the IPedge system. Meeting allows participants to dial into a single conference or any combination of conferences. Meeting is web-based, so it’s easy to set up conferences from anywhere, view conference participation during a call, and share a desktop screen.

  • Page 48: Mobility

    Unified Communications Mobility Mobility The IPedge delivers virtually every feature to every user, regardless of the type of device they are using, whether they are stationary or mobile. Each individual user can choose the type of device that best meets their communication needs. These devices can be used by local or remote users, so employees can work anywhere, with the same level of functionality and productivity.

  • Page 49: Wireless Telephones

    Unified Communications Wireless Telephones Wireless Telephones The IPedge also works with Toshiba certified SIP telephones, such as Polycom over WLAN. Refer “Polycom End Points” on page • The Polycom SpectraLink and Kirk Wireless Telephones fully integrate with the IPedge system.
  • Page 50 Unified Communications IP User Mobility When using home type xDSL or cable connections, only one or two IP telephones may be connected because of xDSL and cable bandwidth limitations. Broadband is required when installing two or more phones at a remote site. An Internet configuration could use the following connections: No VPN, and thus, no security •...

  • Page 51: Softipt Client

    PC. The SoftIPT client on a PC integrates the power of the PC with most of the features available on an IP5000-series telephone. With the Toshiba SoftIPT installed on a Wi-Fi laptop PC, users can have true mobility with access to voice mail, programmable feature buttons, and a directory that works with Microsoft®...
  • Page 52 • Internet – A wired or wireless PC at a remote site can connect to a Cable or DSL modem, to an Internet Service Provider (ISP), to a router. • Wireless – The wireless PCs or Toshiba Tablet PC need a Wi-Fi system. The SoftIPT wireless units can operate within range of an access point (dealer-supplied or use existing).

  • Page 53: Chapter 4 - Networking

    Requirements Network Assessment – A network assessment must be carried out to determine whether network or service upgrades are required to support a VoIP deployment. Toshiba recommends carrying out the network assessment with QoS enabled on the network. Site Inventory Analysis – A site survey must be carried out to determine the list of network devices required for a given deployment.

  • Page 54: Interactions

    Interactions While most end customer deployments fit the Toshiba recommended network deployment model, there may be instances where an end customer has unique network infrastructure or security policies which necessitate custom configuration and deployment. As this can potentially increase deployment time and effort it is critical to review end customer deployment environment and policies as part of the planning process.

  • Page 55: Lan Deployment

    Networking LAN Deployment LAN Deployment Benefits Cost savings from using and administering a single IP network infrastructure for both voice and data communications. Requirements Core Network Characteristics for VoIP – In order to maintain voice quality, the underlying IP network must satisfy the characteristics that are listed in the following table. The table lists requirements for delivery over both Local Area Networks (LANs and WLANs) and for delivery over Wide Area Networks (WANs).

  • Page 56: Interactions

    Networking LAN Deployment the network. IPedge can be deployed with a private/static IP address, or it can be deployed with a public/static IP address as long as it is still behind a firewall. DHCP Server – A DHCP server must be installed and configured at each site in order to automatically provision IP addresses for the IP telephones.

  • Page 57: Remote Administration

    Networking Remote Administration Remote Administration Benefits Gives an administrator the ability to manage the system from a remote location, thereby saving time and money. Requirements In order to manage an IPedge system from a remote location, any of the following mechanisms can be used.

  • Page 58: Centralized Administration

    Networking Centralized Administration Centralized Administration Benefits Centralized administration allows multiple nodes to be managed through a single point, reducing the time it takes to administer multiple servers and also reducing the possibility of miss- configuration. Requirements • VPN – A VPN is required between sites that implement Centralized Administration in order to provide for security of the administration information.

  • Page 59: Remote Ip Telephones

    Networking Remote IP Telephones Remote IP Telephones Benefits • Small office or Home office users can be connected to their work phone system. • When using SoftIPT, enables Road warrior scenarios. Requirements In order to connect a remote IP telephone (or SoftIPT) to an IPedge node, either of the following mechanisms can be used: Media Relay Server (MRS) –...

  • Page 60: Remote Sip Phones

    Networking Remote SIP Phones Remote SIP Phones Benefits SIP end points provide the ability to use application specific devices such as door phones, wireless devices, paging systems, etc. Requirements In order to connect a remote SIP end point to an IPedge node, any of the following mechanisms can be used: •...

  • Page 61: Sip Trunking

    Requirements • SIP trunking service – SIP trunking service needs to be purchased from a Toshiba certified SIP trunk provider. • Configure SIP trunking on IPedge node – SIP trunk parameters provided by the service provider need to be configured within the IPedge administration interface in order to register with and use the service.

  • Page 62: Web Conferencing

    Networking Web Conferencing Web Conferencing Benefits Gives users across geographic boundaries the ability to do audio and web conferencing on demand. This is helpful for purposes of collaboration in distributed team environments; attendees from different locations can view and work on the same information in real time by using features such as desktop and document sharing.

  • Page 63: Chapter 5 - Contact Center

    Contact Center An external Automatic Call Distribution (ACD) software option with the IPedge is provided by connection of an external PC-based CTI application server or as an application on the Media Application Server (MAS). The CTI server runs both the ACD call processing application and the separate Management Information System (MIS) application such as Insight, as well as other CTI applications.

  • Page 64: Enhanced Acd Features

    Contact Center Enhanced ACD Features Enhanced ACD Features Agent Priority Routing The Agent pool can be expanded when traffic gets heavy based upon agent priority levels. When all agents are busy at one level, calls automatically get distributed to agents at the next level. Calls can be distributed by agent priority, preferred agent treatment, or balanced call count.

  • Page 65: Chapter 6 - Features

    Features This chapter contains the IPedge features. They are presented in alphabetical order to make it easy to locate each feature. Account Codes Account Codes are often used for cost allocation of the call or the time the caller was involved on a phone call.

  • Page 66: Alarm Notification

    Features Alarm Notification Alarm Notification IPedge can send alarm notifications to a Monitoring PC/Server or send an alarm notifica- tion to a telephone. System alarms can be sent to up to three unique IP addresses from IPedge SNMP traps. Alternate Answer Point Users can answer a transferred internal or outside line call from any station that has a Directory Number button appearance of the “transferred to”...

  • Page 67: Background Music (Bgm)

    Features Background Music (BGM) When answering calls, this option can be set to answer the call or not when a call rings the telephone and the user takes the handset off-hook. If the option is set to not answer auto- matically, the user can press the ringing button on the telephone to answer manually.

  • Page 68: Call History

    Features Call History This feature can be set and reset (local/remote) from an IP telephone, attendant console, or using Enterprise Manager. Call History Incoming calls with Caller ID or ANI information may be optionally recorded into a roll- ing list for the station where the call is ringing. The call is placed in the list along with the number, name (if provided), time and date of the call, and status of the call (answered, abandoned, or redirected).

  • Page 69: Call Pickup

    Features Call Pickup Park and Page This feature enables station users to park a call (in a General or Personal Park Orbit), enter a Page Zone or Group access code, and then announce the orbit number of the waiting call to the Paged party.
  • Page 70 It eliminates the need for the caller to enter the desired mailbox number after being connected to the voice mail system. This feature is available using standard DTMF VM integration and does not require Toshiba proprietary VM integration. IPedge General Description...

  • Page 71: Call Waiting

    Features Call Waiting Call Waiting When a station is busy with a call and another call is directed to that station’s busy Line DN button, two short beeps are issued to alert the telephone user of the pending call. Call Waiting works for calls originating from within or outside the system. The length of the Call Waiting beeps is different for internal and external Call Waiting.

  • Page 72: Class Of Service

    Features Class of Service Class of Service The Class Of Service allows or denies a user to access the particular feature or determines to what degree the user is serviced. A station (IPT/ SIP terminal/ SLT) and an attendant console have their own Class Of Service. Regarding an incoming call, the Class Of Ser- vice is either assigned to a line on programming base or assigned to a call on call by call basis.

  • Page 73: Credit Card Calling

    Features Credit Card Calling Line conference can be released from another station by pressing the button of that sta- tion. At this time, the station that released the Hold state becomes Conference Master. This enables one person to establish a conference call for others. Split/Join/Drop This feature enables the conference master to add (Join) other phones to a conference.

  • Page 74: Day/Night Mode

    Features Day/Night Mode Day/Night Mode Auto Schedule – The system has three operating modes that are based on the time-of-day, day-of-the-week, and up to 128 holiday schedules. The operating modes are Day1, Day2, and Night. Each mode controls the routing of incoming line calls and settings for station and line Class Of Service restrictions.

  • Page 75: Dial Directory

    Schedule. Dial Directory Station users can dial by name using Toshiba’s IP5000-series LCD telephones. The Dial by Name feature searches for names much like a cell phone directory and then allows the user to press one button to dial. This feature includes speed dialing and internal directory names.

  • Page 76: Directory Numbers

    Features Directory Numbers telephone’s LCD. The name and number display can also be sent to an agent computer to be used by a CTI application. Applications include sending DNIS calls to a group of agents that take orders for a number of different companies and products.

  • Page 77: Direct Station Selection (Dss)

    Features Direct Station Selection (DSS) Telephony Integration (CTI) can control the call. To ensure calls do not get lost in the IPedge Net, a time-out and overflow service is provided to redirect the call when the link is down. Calls being held on the Pilot DN using the CTI link can specify any of the 15 on- hold music sources that are possible on the IPedge Net.

  • Page 78: Distinctive Ringing

    Features Distinctive Ringing Distinctive Ringing Users sometimes need to distinguish the ringing of one button on their phone from another button and sometimes stations in close proximity to one another need to distinguish the calls on one desk from another. Typically, multiple sounds are used to provide this distinc- Line tion.

  • Page 79: Feature Prompting With Soft Keys

    Features Feature Prompting With Soft Keys Feature Prompting With Soft Keys As an alternative to dialing access codes and using feature buttons, station users with LCD IP tele- phones use Soft Keys (shown on their LCD) to access features. Abbreviated feature names display during a call (when the telephone is in the ring or talk state) on the LCD above the fixed keys.

  • Page 80: Hearing Aid Compatible

    Features Hearing Aid Compatible Hearing Aid Compatible All Toshiba telephones are hearing aid compatible. High Call Volume Buttons Release Release/Answer Cancel , and buttons can be assigned to telephones. They enable a busy user to handle calls quickly and efficiently in high call volume situations.

  • Page 81: Hot Dialing

    Features Hot Dialing Hot Dialing Line Hot dialing enables the telephone user to begin on-hook dialing without pressing a Line DN button. The station can be programmed to automatically select a or PDN button when the dial pad is pressed while the station is idle. This saves a keystroke by not requir- Line ing the station user to press a DN or button to begin on-hook dialing.

  • Page 82: Line Buttons

    Features Line Buttons Line Buttons Telephone buttons that are used for making and receiving outside calls are referred to as Line CO Line ) buttons. IPedge Net supports the following types of line buttons: Pooled CO Line Button Pooled line keys are used to provide a key appearance for a single URI, DNIS, or DID number expected to handle one call at a time.

  • Page 83: Mobility

    Features Mobility Stutter Dial Tone Stutter dial tone is also used to indicate a message is waiting or that your telephone is in the DND mode. When a station user goes off-hook, two different available stuttered dial tones indicate whether a Message Waiting (MW) or DND condition exists. •...

  • Page 84: Off-Hook Camp On

    Features Off-hook Camp On If an incoming external or internal call rings to a station DN and is unanswered, alternate DNs can be programmed to ring at a later time. A separate delayed ring time can be set for each CO line group. The stations that were ringing initially will continue to ring after the Delayed Ringing begins.

  • Page 85: Executive Override

    Features Paging Executive Override Stations with this feature allowed by COS can enter any conversation in the system by dialing a or pressing a Feature Prompting Soft Key after dialing a busy station. An optional warning tone notifies the parties that another party is about to conference into their conversation.

  • Page 86: External Paging

    Features Power Failure Protection External Paging Paging over external speakers requires a SIP based paging device. The external paging device is treated as a SIP station by the IPedge system. Power Failure Protection Reserve Power Battery Backup An Uninterruptible Power Supply (UPS) is required for power backup on an IPedge sys- tem.

  • Page 87: Ringing

    Features Ringing Ringing See also Multiple Calls/Delayed Ringing and Distinctive Ringing. Ring Over Busy When a digital telephone is busy on a call and then receives an internal or external call on an idle DN or line button, the button will automatically flash and ring with Ring Over Busy tone.

  • Page 88: One Touch Buttons

    Features Station Hunting The Web-based User Administration application is required to program System Speed Dial numbers and can also be used to program Station Speed Dial numbers, but not One Touch button numbers. Each Station and System Speed Dial number can be assigned a nine-character name using IPedge Enterprise Manager.

  • Page 89: Station Hunting

    Features Station Hunting Serial Hunting In this type of hunt group, calls hunt DNs in a series from first to last in a specific order. When any DN in the series is called, the system will ring the first idle DN in the series, starting with the called DN, hunting to the last DN in the series.

  • Page 90: Station Message Detail Recording (Smdr)

    Features Station Message Detail Recording (SMDR) Station Message Detail Recording (SMDR) For each incoming, outgoing or tandem call, the IPedge system can generate a record that includes details of the call, including the originating station or trunk, the start time of the call, its duration, authorization codes, etc.

  • Page 91: Event And System Administration Logs

    Features Tenant Services Event and System Administration Logs Events such as station buttons pushed or lines accessed are stored in an Event Log. All actions made by the System Administration user are logged. Both logs may be called up at a later time.

  • Page 92: Traffic Measurement

    Features Transfer Direct To Voice Mail Traffic Measurement setup and reporting is done using Enterprise Manager. Approxi- mately five days of Traffic Measurement reports can be stored. Traffic Reports New traffic reports include outgoing and incoming trunk group usage, “all circuits busy” reporting and media server resources.

  • Page 93: Transfer Direct To Voice Mail

    It eliminates the need for the caller to enter the desired mailbox number after being connected to the voice mail system. This feature is available using standard SMDI VM integration and does not require Toshiba proprietary VM integration. Music or Ringing Option This feature enables ringing or music to be heard by the caller when their call is trans- ferred, depending on system programming.

  • Page 94: Unified Communications

    Features Unified Communications The built-in UCD standard feature is ideal for basic call processing applications not requiring the more robust optional ACD and reporting capabilities available with the IPedge system. Unified Communications Refer to the Chapter 3 – Unified Communications. VLAN Tagging The IPedge system supports 802.1Q Virtual Local Arean Network (VLAN) technologies.

  • Page 95: Voice / Tone Signaling

    Features Voice / Tone Signaling Voice / Tone Signaling Each DN button can be programmed for either Voice or Tone Signaling as the standard method of internal incoming call signaling. Tone Signaling rings the telephone when a call comes in and ensures better privacy. With Tone Signaling, the called telephone receives a one-second ring tone every three seconds.

  • Page 96: Messaging

    Features Messaging departments can be created, each with its own automated attendant greetings, day of week and time of day timers, operator, incomplete call destination and directory assistance. Each IPedge system ships with one department. Additional departments can be enabled with licensing. Department Partitioning Department partitioning allows for complete separation between departments or companies using one Messaging system, allowing for complete “tenant”...
  • Page 97 Features Messaging is transferred to the no response mailbox. This enables the filtering of calls that were dropped by the caller, but were not disconnected by the central office or the telephone system. Operation Mode Operation modes allow a department to operate under different modes such as day, night, emergency, lunch, or holiday.

  • Page 98: Fax

    Features Messaging Fax Settings The mailbox owner may set personal outbound fax settings, such as number of times to retry fax delivery based on busy or no answer and how long to wait between each try. Each fax user can transmit its own name and number (CSID) on outbound fax.
  • Page 99 It eliminates the need for the caller to enter the desired mailbox number after being connected to the voice mail system. This feature is available using standard DTMF or SMDI VM integration and does not require Toshiba proprietary VM integration. IPedge General Description...
  • Page 100 Features Messaging Distribution Groups A new message can be sent, or a message can be redirected to multiple individuals, without having to input individual mailbox numbers. Distribution groups are either global (available to all mailboxes) or private (each mailbox owner can establish their own groups). The system can manage up to 99,999 distribution groups (private and global) with unlimited members and groups within groups.
  • Page 101 Features Messaging Mailbox Time Zone This configurable setting defines a time zone for the mailbox owner which is used during envelope information message playback. The owner will hear the message delivery time relative to their time zone. Message Call Back While listening to a message, a mailbox owner can initiate a call back to the caller (based on caller ID).
  • Page 102 Features Messaging Personal Automated Attendant IPedge Messaging mailbox conversion table allows the mailbox owner to provide a caller with directives to perform certain functions, such as transfer to assistant, replay greeting, contact pager, transfer to follow-me number, record a message, page mailbox owner, send caller’s telephone number to email.

  • Page 103: Unified Messaging

    IPedge Messaging supports multiple languages and can be used independently or simultaneously per system department group. Additional languages available by request. Contact Toshiba Sales Applications Desk for details. Variable Extension Length Variable extension length is a configurable option that sets the number of digits that make up a valid extension number.

  • Page 104: Multi-Site Networking

    Features Messaging Redirect Fax Messages Redirect fax messages from the voicemail box to any fax machine when the email inbox is not available for fax viewing. Integration with Email Clients IPedge Messaging unified messaging provides seamless and fully synchronized integration with existing email clients without the requirement of a desktop client.
  • Page 105 Features Messaging Mailbox Mapping An incoming DNIS/DID can be mapped to a mailbox number. Mailbox Password A mailbox owner’s mailbox is protected by a numeric security code. Maximum password length is nine digits. Mailbox Role The mailbox owner/administrator’s interface is controlled by roles that manage mailbox owners’ and administrators’...

  • Page 106: Reporting

    Features Messaging Message Playback Order Messaging playback order allows each mailbox type (new messages, saved messages, email and deleted messages) to be independently assigned as first-in-first-out or first-in-last-out. Minimum Message Length Minimum message length can be set to prevent “hang-up” messages. Push Mailbox A range of mailboxes can be updated with a field change.
  • Page 107 Features Messaging Full Report This comprehensive report includes the following information: date, channel, time, department, mailbox number, duration of call, type of call (external caller or internal user), incoming or outgoing call, call result (answered or unanswered) and caller ID. Mailbox List This report displays a detailed list of all mailboxes and includes mailbox, extension, subscriber name, department, COS, usage, new messages, saved messages, email messages, deleted messages...

  • Page 108: Security

    Features Messaging System Group List This report displays all broadcast groups in the system and shows if they are system groups or personal groups and whether they have recorded the group name. System Hourly Statistics This report displays the total activity of Messaging on an hourly basis for the dates specified. System Statistics This summary report displays the total activity of the voicemail for the dates specified.

  • Page 109: Appendix - Specifications

    Appendix – Specifications This appendix includes detailed information on the items listed below. The sections in this appendix apply to the IPedge systems, unless otherwise stated. • Operating Environment. • Power Considerations • IPedge Component Compatibility • System Tones • System Tones •...
  • Page 110 The IPedge server should have a dedicated AC power circuit. The specific input voltage and current requirements for each server is listed the specifications for each model. UPS Recommendation Toshiba recommends an Uninterruptible Power Supply (UPS) with power conditioning for the IPedge server. The recommended UPS from ONEAC are shown in the Table 5 below.
  • Page 111 IPedge Component Compatibility IPedge Component Compatibility The IPedge system supports all types of Toshiba IP and third party provided SIP telephones, it provides the configuration flexibility to build the communications system you need, in addition to the investment protection from re-using devices from other Strata systems. It’s a unified communications environment that supports many types of client devices.

  • Page 112: Ups Recommendation

    Appendix – Specifications System Tones System Tones Tones which can be heard from speaker or handset are described in Table Table 8 Call Progress Tones Tone Name Conditions Ringing Cadence Prompting to dial [DN] or access code or to Prime Dial Tone press a feature button or to dial 9 + number.

  • Page 113: Ipedge Component Compatibility

    Appendix – Specifications System Tones Ring tones are described, along with their cadences in Table 9. Due to the limitation in the tone generation algorithm, the listed tone duration is slightly different from the actual one. Table 9 Ring Tones Tone Name Description Ringing Cadence...

  • Page 114: System Tones

    Appendix – Specifications System Tones Other types of tones that do not fit in the previous categories are listed in Table Table 10 Administration/Programming Tones Tone Name Description Ringing Cadence During user programming or administration 2 kHz two bursts of 0.125 sec. apart Confirmation Tone mode, indicates the acceptance of input.
  • Page 115 Appendix – Specifications IPedge Net and IP Telephone Bandwidth Requirements IPedge Net and IP Telephone Bandwidth Requirements The amount of bandwidth required for communications over a particular IP network segment depends on the number of voice channels supported, the anticipated call setup traffic, and how much other data network traffic is present.
  • Page 116 Appendix – Specifications IPedge Net and IP Telephone Bandwidth Requirements When sharing voice and data on the same network segment, the data will cause some jitter in voice communications, especially on slower segments. Table 12 shows calculations of the amount of jitter assuming a worst case data packet size of 1500 bytes (Maximum Transmission Unit (MTU) = 1500) based on a segment’s bandwidth.

  • Page 117: Ipedge Net And Ip Telephone Bandwidth Requirements

    Appendix – Specifications Capacities Capacities The following tables contain IPedge capacities. Table 15 Station/Peripherals System Capacities EP Server Stations EC Server EM Server PC Attendant consoles 200 per 1,000 per IP5000-series stations / SIP stations System System 8 per Station 8 per Station 8 per Station DSS Consoles...
  • Page 118 Appendix – Specifications Capacities Table 18 System Feature Capacities Features EC Server EM Server EP Server Pilot DNs Advisory LCD Messages (Set on a Telephone) Advisory LCD Messages Lists (per System) Attendant Groups Call Accounting SMDR Interface Call Forward, System CF Patterns Call Park Orbits (General) Call Park Orbits (Individual) Minimum / Maximum Caller ID per Station...

  • Page 119: Capacities

    Appendix – Specifications Capacities Table 18 System Feature Capacities(continued) Features EC Server EM Server EP Server Ring Tones (Internal Call Ring Tones for IP telephones) Speed Dial - Station SD numbers per system 8,400 8,400 8,400 Speed Dial - System SD numbers per system Tenants Destination Restriction Level (DRL) Classes Verified Account Codes...

  • Page 120: Application Capacities

    Appendix – Specifications Capacities Application Capacities Table 19 Enterprise Manager EC Server EM Server EP Server Enterprise Manager Simultaneous Sessions Web Based Station Admin Simultaneous Sessions Table 20 Media Server EC Server EM Server EP Server Resources Table 21 Meeting EC Server EM Server EP Server...
  • Page 121 Appendix – Specifications Capacities Device Monitor Capacities for IPedge Systems Applications including Strata ACD, Call Manager, Tracer, Taske, and System TAPI send requests to the IPedge system to monitor the status of the telephones using the respective applications. These requests are sent over the CSTA ethernet link connecting the application and the IPedge system.
  • Page 122 4-post (I-EC-RL4-1A) or 2-post (I-EC-RL2-1A) rail kits sold separately. Requires I-SYS-EC or I-SYS-EC-DSCNT license. Optional custom red front bezel with Toshiba and IPedge logos for I-EC-1A server. Provides I-EC-BZL-1A a sleek look and secures accessibility. Includes two keys. (Buy extra bezel keys using the I- BEZEL-KEY part number).

  • Page 123: Device Monitor Capacities For Ipedge Systems

    Appendix – Specifications IPedge Software License Requirements Table 25 IPedge License Part Numbers (continued) I-CP-TRUNK IPedge Trunk License - per channel of SIP, PRI or Analog Gateway IPedge Call Processing Trunk License. This license enables one channel of SIP trunking at a reduced price, up to a maximum of 20 trunks on a system including what is in the base I-CP-TRUNK -DISC license.

  • Page 124: Ipedge Software License Requirements

    EM User bundle with Call Manager Standard. Includes I-CP-USR-EM, I-CM-STD1. edge I-USR-STD-EP EP User bundle with Call Manager Standard. Includes I-CP-USR-EP, I-CM-STD1. 1. Toshiba strongly recommends that dealers carry at least one spare hard drive to support their installed base. Hard drives are field replaceable. IPedge General Description 01/12...

  • Page 125: Audiocodes Parts

    Appendix – Specifications Audiocodes Parts Audiocodes Parts Table 26 Audiocodes Part Numbers Part Number Description Bundles the MP112/2S/SIP gateway + Audiocodes Enhanced Technical Support + Hardware Replacement Warranty. MediaPack 112 Analog VoIP Gateway, 2 FXS, SIP Package including 2 FXS analog lines, single 10/100 BaseT, AC power supply, G.711/723.1/726/727/729AB Vocoders, SIP.
  • Page 126 Appendix – Specifications Audiocodes Parts Table 26 Audiocodes Part Numbers (continued) Bundles the MP118/8S/SIP gateway + Audiocodes Enhanced Technical Support + Hardware Replacement Warranty. MediaPack 118 Analog VoIP Gateway, 8 FXS, SIP Package including 8 FXS analog lines, single 10/100 BaseT, AC power supply, life line support (requires additional life line cable), including G.711/723.1/726/727/729AB Vocoders, SIP.
  • Page 127 Appendix – Specifications Audiocodes Parts Table 26 Audiocodes Part Numbers (continued) Bundles the M1K-D4 gateway + Audiocodes Enhanced Technical Support + Hardware Replacement Warranty. Mediant 1000 VoIP Gateway, 1 Fractional Span SIP Package including a single module of 1 Fractional span E1/T1 (15 voice channels), dual 10/100BaseT Ethernet, and single AC power supply.
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  • Page 129: End User License Agreement

    United States of America IMPORTANT: THIS END USER LICENSE AGREEMENT (“EULA”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”). CAREFULLY READ THIS EULA. USE OF ANY PROPRIETARY TOSHIBA AND THIRD PARTY SOFTWARE OR ANY RELATED DOCUMENTATION...
  • Page 130 person in possession of the Software. You and any other person whose possession of the Software violates this EULA shall promptly surrender possession of the Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the Software in the event that you or any other person violates this EULA 2.
  • Page 131 SOLE OBLIGATIONS WITH RESPECT TO TOSHIBA SOFTWARE IS SET FORTH IN THIS EULA. UNLESS OTHERWISE STATED IN WRITING, ALL TOSHIBA AND THIRD PARTY SOFTWARE ARE PROVIDED ON AN “AS IS” BASIS WITHOUT WARRANTY OF ANY KIND BY TOSHIBA. UNLESS THIRD PARTY SOFTWARE MANUFACTURERS, SUPPLIERS OR PUBLISHERS EXPRESSLY OFFER THEIR OWN WARRANTIES IN WRITING IN CONNECTION WITH YOUR USE OF THEIR THIRD PARTY SOFTWARE, SUCH THIRD PARTY SOFTWARE IS PROVIDED ON AN "AS IS"...
  • Page 132 8. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/ JURISDICTION TO STATE/JURISDICTION.
  • Page 133 YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS EULA. © Copyright 2007-2011 Toshiba America Information Systems, Inc. All Rights Reserved. Rev: June 2011 IPedge General Description 01/12...
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  • Page 135 IF THE PRODUCT FAILS TO WORK AS WARRANTED, END USER’S SOLE AND EXCLUSIVE REMEDY WILL BE REPAIR OR REPLACEMENT. IN NO EVENT WILL TOSHIBA, ITS AFFILIATES OR SUPPLIERS BE LIABLE TO END USER OR ANY THIRD PARTY FOR ANY DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE MALFUNCTIONING PRODUCT.
  • Page 136 THE END USER LICENSE AGREEMENT FOR THE SOFTWARE, WHICH IS ACCEPTED BY USING THE PRODUCT. The sole obligation of Toshiba under this limited warranty is to repair or replace defective parts or Product with new or refurbished parts or Product (at its option).

  • Page 137: End User Standard Limited Warranty

    Service made necessary by installing or using Product in combination or in assembly with third party products that are incompatible or of inferior quality, design or performance. · Service on Product on which the Toshiba label or logo or serial number is defaced or missing. ·...
  • Page 138 ACCORDINGLY, TOSHIBA DISCLAIMS ANY AND ALL LIABILITY ARISING FROM USE OF THE PRODUCT IN ANY CRITICAL APPLICATIONS. IF END USER USES THE PRODUCT IN A CRITICAL APPLICATION, END USER, AND NOT TOSHIBA, ASSUMES FULL RESPONSIBILITY FOR SUCH USE.
  • Page 139 Index codec, 14, conference abandoned call numbers, capacities, on-hold, basic features, ports, enhanced features, split/join/drop, server, consultation hold, ACT, CyberData administration, intercom, advisory messages, ANI, attendant delayed ringing, 69, console, destination restriction, Audiocodes, DHCP, automated attendant, distinctive LED indicator, automatic DND, call distribution (ACD) server, DNIS,...
  • Page 140 Index I ~ T consultation, exclusive, networking, hospitality mailbox, hunt groups, off-hook call announce (OCA), one touch buttons, instant messaging, override intercom, class of service, do not disturb, user mobility, executive, IPedge attendant console, privacy, ISP, IVR voice assistant ODBC, paging external zones, key ahead,...

  • Page 141: Index

    Index U ~ W telephones DP5000-series, tenants, terminal authentication, time zone, unified messaging, 3, 4, 5, 27, 28, verified account codes, virtual private network (see VPN) voice mail SMDI, voice messaging, WAN, wireless, IPedge General Description 01/12...
  • Page 142 This is the last page of the document.

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