SOLUTION OF

COMMUNICATION
S
UNIFIED
IP-PBX: UCM series
GCS Certification Training
> Why use VoIP?

> Introduction to CU

> GS Positioning in the CU Market

> Description and specification of the UCM

> Installation and deployment

> Call Management

> CU Features

>API and 3rd party integration

>Certification Exam
Why use VoIP?
Yes

VoIP offers many benefits for businesses, one of the most Switching over to VoIP can save time
and money as well increase
attractive is the reduction of the total cost of productivity.

communications. The business world is increasingly global, 77

and businesses need to stay on top and be accessible.
Lower the communication Unify your team and Upgrade to the most
costs of your organization. increase productivity. advanced technology
available.
Advantages of VoIP

VoIP is an innovative tool to maintain a

$$
competitive advantage in Easy VoIP implementation. Less landline expenses means
savings in operation costs.

communications and collaboration. You

can enjoy many advanced telephony
features without paying additional fees Scalability
for optimized and scalable network
configuration. Your employees will enjoy
increased productivity and fluidity across
your entire network. Centralized and manageable VoIP That means ability to redirect
solution. resources, saving time and money.
Using unified communication, you can…

Connect Collaborate
Unified Communication can make a difference

…and can help your business evolve

Deliver network and communications solutions...

... Enable connectivity and collaboration ...help you

differentiate your business

Components of unified
communication
□ Communications: Voice, data,
videos
□ Messaging: Voice, email, video, and IM

□ Conference: Online, audio and video

□ Application integration: Microsoft Office and CRM

□ Presence: IP phone, desktop clients, and call forwarding

□ Common user experience: Desktop, phone, and mobility

 A major player in the CU Market
□ More than 100 direct distributors and thousands of authorized resellers worldwide

□ Leading manufacturer of low to medium density analog VoIP gateways

□ Leading IPPBX manufacturer in the SMB market

□ Top manufacturer of two SIP video phones

□ Top manufacturer of three basic SIP phones

Us ... Comprehensive portfolio covering CU and
adjacent markets
□ Desktop IP phones, video phones, wireless DECT IP phones, softphones

□ Video and audio conference systems, web conferencing service in the cloud

□ Open source Asterisk-based IP PBX for the SMB market

□ Intelligent secure network products optimized for voice/video

□ SIP security cameras and access control systems

□ VoIP gateways from 1 to 48 analog ports

UCM Series

• Enterprise-grade features in an affordable, compact, quiet

and easy-to-manage PBX, designed specifically for the SMB
and Enterprise markets.
í • ]011011 .
• No license fees

• Quick and easy setup and administration

• ALL hardware and software included, as well as lifetime

firmware updates
Components of the UCM
Voice
Mobility
Safe, high quality and
reliable Softphone Applications
Conference Remote monitoring
Full codec support Multiple office
Feature Customization connection
voice

Data
Video
Call recording
CDR SIP video call
Codec transcoding Surveillance
Backup system Integration

Voicemail/Fax to Email Video Codec

Support
LDAP Phone Book
UCM Specifications
Specification UCM6510 UCM6200 UCM6100
Processor 1GHz quad-core Cortex A9 Dual-Core 1GHz 1GHz ARM Cortex A8 processor
application

Memory 1GB DDR3 RAM 1GB RAM 512MB RAM

Internal memory 32GB Flash 4GB Flash 4GB Flash
ISDN port 1 Integrated Port E1/T1/J1 No No
FXO ports 2 UCM6202: 2; UCM6204: 4; UCM6102: 2; UCM6104:4; UCM6108:8;
UCM6208:8; UCM6116:16
FXS ports 2 2 2
Network ports Dual Gigabit RJ45 Port with integrated PoE + (IEEE 802.3at-2009) One (UCM6108, UCM6116) Dual (UCM6102,
UCM6104) Gigabit RJ45 port with integrated
PoE + (IEEE 802.3at-2009)
USB and SD card slot Yeah Yeah Yeah
Integrated NAT router Yeah Yeah Yes (UCM6102 only)
LED indicators and graphic Yeah Yeah Yeah
LCD display
Rack mounting Yeah UCM6208 only UCM6108/UCM6116 only
12
UCM Specification
Specification UCM6510 UCM6200 UCM6100
Users Until 2000 UCM6202/UCM6204:500 UCM6208:800 Up to 500
Concurrent Calls Up to 200 UCM6202:30 UCM6204:45 UCM6208:100 UCM6102:30 UCM6104:45 UCM6108:60

T1/E1 interface Yeah No No

Router Yeah Yeah Yes (Only in UCM6102)
SIP trunks Up to 50 Up to 50 Up to 50

conference bridge 8 bridges, 64 simultaneous • 3 (UCM6202/6204) Up to 25 • UCM6102/6104: 3 jumpers, 25

attendees participants assistants
• 6 (UCM6208) up to 32 participants • UCM6108/6116: 6 jumpers, 32
simultaneous PSTN or SIP assistants
Redundant PSU Yeah No No
FXS and FXO • FXS: 2, With backrest • FXS: 2, With FXS/FXO (lifeline) backup • FXS: 2, With FXS/FXO (lifeline) backup
FXS/FXO (lifeline) • FXO: 2 (6202), 4 (6204), 8 (6208) • FXO: 2 (6102), 4 (6104), 8 (6108), 16 -
• FXO: 2. 6116
UCM Applications
GSWave – Android and IOS mobile
softphone

Grandstream Wave is a free softphone that

revolutionizes a user's workflow. It integrates
with up to 6 SIP accounts and supports essential
call control features such as 6-way voice
conferencing, 24 virtual BLF keys, two-way video
calling, and much more. The Grandstream Wave
is also
capable of integrating with your IP PBXs (such as
Grandstream's UCM6200 series or UCM6510
series
of IP PBX) for even more network utilization
powerful.
GET IT ON Available on the
AppStore
UCM Applications
GSWave – Android and IOS mobile softphone
■ Supports G.711μ/a, G.722 (HD-audio), G.726-32, G.729, GSM, iLBC, Opus and Speex
codecs
■ Security features include SIP over TLS and 128/256-bit SRTP
■ Up to 6-way audio conferencing and 24 BLF virtual keys
■ Supports 6 SIP accounts
■ Native integration with mobile devices including contact, call history and ringtones
■ Enterprise features including IP PBX integration, BLF, call transfer/pickup, call recording
with UCM, LDAP
■ Automatic call forwarding based on time and location rules
■ Full integration with Grandstream's UCM series of IP PBXs, including QR code creation for
automatic provisioning
■ Voice channel switching between Bluetooth, headphones, speaker and 3.5mm
headphones
■ Supports two-way video calls based on SIP and H.264 video codec
 Enter Host Extension
□ Remember Login Info

UCM Applications
V Connecting The World — □

GSAffinity
■ Grandstream's proprietary CTI application. G RAN DSTREAM

■ Supported by UCM6XXX, GXP17XX and GXP21XX

■ Simple GUI layout for easy navigation.
■ Two views (not resizable): reduced and enlarged
Connect

view.
■ Support desktop notification by default.
■ Call popup screen. Advanced

Version: 1.0.1.5

■ Allows contact management. V Connecting The World

■ Call log.
New Line

■ CRM Search
g

■ Information about the connected phone. H DND

MCU GXP
DC • II 4

■ Syslog for diagnosis . 1

4
23

56
ABC DEF

GHI J.K.L. MNO

7 89
PQRS TUV W X Y Z

* 0 #
UCM Applications
GSAffinity – Call Features
□ Dial, outgoing calls.
□ Answer/reject an incoming call.
□ Hold / remove hold.
V Connecting The World □

□ Call transfer (blind/assisted).

□ Conference call (depends on phone model). GRANDSTREAM

□ Multiple line calls (depends on phone model).

□ Mute/ Unmute.
□ Enable/disable DND.
□ Call forwarding (Call forward)
□ Phone book management
□ Call History Advanced

□ CRM Search
Build a communications network
integrate Security Office

d
PSTN

Reception/Lobby
UCM series IP PBX

Conference Room

Main Office
l,XV36IO

GXV367
^

Warehouse/Loading Dock

Executive Office

In trance
Remote Worker
Installation and
Deployment

V UCM6202 Please go to the Change Binding Email page to bind Email address to your account, This Email address will be Apply Changes I English v | (D 1001
used to retrieve your password when you forget it,

Menus Voicemail Wakeup Service DND Whitelist Call Transfer

i= Basic Information

User Information

Personal Settings

Extensions

CDR No Unread Voicemail No Wakeup Service No DND Whilelist No Call Transfer

Change Information

f Personal Data v

a Value-added Features • No Answer Follow Me Conference Schedule

& Ring Simultaneously • Ring in Order

1007 2017-06-22 10:33:10

& 1003

30s

No Conference Schedule

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vnoun,ic 2hucpiousogou • nuu ou

Copyright © Grandstream Networks, Inc, 2014-2017. All Rights Reserved.
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Installation and deployment
Physical interfaces and LCD menu

• View events: critical events and other system events.

• Device information: hardware version, software version, part number, MAC address, uptime.

• Network information: mode (DHCP, static IP, PPPoE), IP address, subnet mask .

• Network Menu: Network Settings for LAN/WAN (DHCP, Static IP, PPPoE).

Factory menu: reset, LCD test patterns, fan mode, LED test patterns, and etc.

• Web information: HTTP / HTTPS, WEB port.

Installation and deployment
Web UI for monitoring and configuration

■ Embedded web server

■ Default secure HTTPS access and port number 8089

Example: https://192.168.40.167:8089

■ Configurable HTTP/HTTPS protocol and ports

■ Default LAN IP https://192.168.2.1:8089

■ Unique, random administrator password generated

during manufacturing and printed on the unit label.
Zero Config

Installation and deployment

Zero Config Global Policy Global Templates Model Templates Model Update Zero Config Settings

Deploy using Zero Config

Setup Wizard
Basic Settings

Enable Zero Config : □

Create New Device Easier Configuration
■ The UCM6XXX system setup wizard is provided to
Enable Automatic Configure... |

• Plug & Play

guide the user to configure basic settings step by
Extension Assignment

step.
Auto provision automatically provides an extension to the device.
• Auto discovery
• Automatic assignment
There are two methods of auto provision: SIP SUBSCRIBE and DHCP Option 66.

For example, when the device boots up, it will send SIP SUBSCRIBE multicast in the LAN. The PBX will find it, create an acco device to

■ Settings in the installation wizard include:

download.
• Minimal manual operation
Auto Assign Extension:

Advanced Base Auto Discover x

■
Zero Config
nsion Segm...5000 - 6299 Zero Config Extension Segment

Change of password
External
Accounts

Hot Desking:

■ No
Enable Pick Extension:

Network Configuration
Pick Extension Segment: 4000 - 4999 Pick Extension Segment Account 1:
The PBX can automatically discover the new devices by ARP or PING. It can scan the
entire network segment or a single IP address.

■
I 1001 ’|

Time zone
Pick Extension F MAC Address IP Address Extension Version
Account 2:

■
| 1001 " PBX LAN/LAN1 Address: 192.168.2.1

Extensions
Network Se 000B822DD46F 192.168.6.196 1.0.8.9

■
Network Segment: 192.168.2.0- 192.168.2.255

Trunks and routes

000B8275CB88 192.168.6.147 1.0.94 grandstream GXP2130 1 6U
Subnet Whitelis

■
grandstream GXP2160 1 6U

Summary
000882836615 192.168.6.185 1.0.8.46 Broadcast IP:

000B829E25D4 192.168.6.169 1.0.0.48 grandstream -- 1 [ m

Scan Method:
Your system is ready to go!
0008825C6927 192.168.6.157 1.0.9.7
grandstream GXP2160 1 6 OR
Scan IP:
grandstream GXP1630 1 6 OR
000B88282C687 192.168.6.238 1.0.4.55

grandstream GXW4004 1 € OR

000B822F1066 192.168.6.156 1.0.15.5

Cancel okay
Installation and deployment
Zero Config – Operation

Three methods for "interaction" between the SIP end

device and the UCM:

> SIP subscription

> mDNS
> Option 66 (only in router mode)
Installation and deployment
Zero Config – Auto provisioning configuration
Zero Config

Zero Config Global Policy Global Templates Model Templates Model Update Zero Config Settings

Basic Settings

■Automatic configuration and assignment Enable Zero Config : n|

extensions Enable Automatic Configure...) |

Extension Assignment

■Configurable extension segment Auto provision automatically provides an extension to the device.
There are two methods of auto provision: SIP SUBSCRIBE and DHCP Option 66.

■Extension selection function

For example, when the device boots up, it will send SIP SUBSCRIBE multicast in the LAN. The PBX will find it, create an account and return a URL of the config file f device to download.

Zero Config Extension Segm...5000 - 6299 Zero Config Extension Segment

■Flexible whitelisting of network segments Enable Pick Extension:

Pick Extension Segment: 4000 - 4999 Pick Extension Segment

Pick Extension Period (hour)..

■Automatic detection of devices on the local network Network Settings

of the UCM600/6510 Subnet Whitelist: 10.1.1.0/24 @

Save
Installation and deployment
Zero Config – Discovery

Discovery methods :
/ PING
/ ARP
{ SIP message (NOTIFY)
The discovered devices will be displayed in the list.

MAC Address IP Address Extension Version Vendor model Create Config Options

□ Z®
□
000B822DD46F 192.168.6.196 1.0.8.9 grandstream GXP1405 1

□ 000B8275CBB8 192.168.6.147 1.0.9/ grandstream GXP2130 1

ND
A
m
□ 000B82836615 192.168.6.185 1.0.8.46 grandstream GXP2160 1

ND
A
m
□ 000B829E25D4 192.168.6.169 1.0.0.48 grandstream -- 1
Am
□ 000B825C6927 192.168.6.157 1.0.9.7 grandstream GXP2160 1 NDA m
ND
□ 000B8282C687 192.168.6.238 1.0.4.55 grandstream GXP1630 1

ND
A t

□ 000B822F1066 192.168.6.156 1.0.15.5 grandstream GXW4004 1 2w

Installation and deployment
Zero Config – Configuration
Minor

Global Policies

Global Templates Priority

Configuration by Model

Configuration per device

Elderl
y
Installation and deployment
Zero Config – Global Configuration

The global settings will apply to all Grandstream SIP end devices connected on the same LAN with the UCM,
regardless of the Grandstream device model. It is divided into two levels:
■ Web UI-> Value-added Features->Zero Config->Global Policy
■ Web UI-> Value-added Features- ->Zero Config->Global Templates .

Global template settings have a higher priority than global policy settings, and both will take effect.
Installation and deployment
Zero Config – Global Template

Global templates can be accessed in web GUI-> Value-added

Features-->Zero Config->Global Templates .

Users can create multiple global templates with different sets of

settings and save the templates.

Later, when the user configures the device in Edit Device dialog-
>Advanced Settings , the user can select to use one of the global
template for the device.
Installation and deployment
Zero Config – Global Policy

The global policy can be accessed in web GUI-> Value-added

Features-->Zero Config->Global Policy At the top of the
Zero Config
configuration table, users can select the category from the
“Options” drop-down list to navigate quickly to the category. Zero Config Global Policy Global Templates Model Templates Model Update

The categories are: The Global Policy configuration will be applied to all devices. Specific model configurations, if any, will be applied on top

■ Localization: Set the display language, date and time.

of the Global Policy

Upgrade
Options

■ Contact List: Configure LDAP and XML phonebook download. Location

Maintenance

•um2 and

■ Maintenance: configure update, web access, Telnet/SSH access Phone Setting: Firmware Source
Provision
Config Server Path

and syslog. Contact List

Allow DHCP Option 43/66

Maintenance Automatic

■ Network Settings – Configure IP address, QoS and STUN Network Settil Firmware
7em I trust
•uarE
settings. Customization
Rule

■ Customization: Customize the LCD screen wallpaper for Communication Settings

supported models .
Save
 Installation and deployment
Installation and deployment
Zero Config – Configuration by model
Edit Model Templates: GXV3240

Zero Config – Device Configuration

* Model:

A
□ 000B825C6927 192.168.6.162 1,0.9.9 grandstream GXP2160 1 •
•
Model template settings allow users to apply model - □ 000B826B1958 192.168.6.115 1.03.167 grandstream GXV3240 1
ND
ND
A • A.C.

■ Devices
specific settings to different
created devices. will be
or discovered □ 000B826B1FF7 192.168.6.158 1.03.171 grandstream GXV3240 1
ND
A fir and ®

listed with their MAC address, IP address, Edit Device: 000B8275CBB8

Users can create/edit/delete a model

other template by
Activate:

carrier, model, and some * Model:

Create New Device
information.
accessing web GUI, Value-added Features->Zero Config- Options
* MAC Address:

IP Address:
000B8275CBB8

192.168.6.134

>Model Templates . Customize Fields

Version: 1.0,9.4

■ Basic editing (including multiple accounts) Yam

| P1362
value

] A Possible Match Exists

and advanced
If multiple configuration
templates per modelofare
a device.
created and enabled, © Add New Field
Basic Advanced

I Customize Device Settings Preview

the user must select the device template in Edit Device Modify Customize Settings

■Advance
Teleph

Customize the settings of the

Loading information..,

Dialog-> Settings.
one

Programmable MPK Settings

device for a specific phone. MPK 1:

Basic Advanced

Accounts

Hot Desking:
ne

Account 1:
1001 ©Global Policy
Account 2:
• Modify Global Policy 1001
Installation and deployment
Zero Config – Provisioning

■ After going through the five-layer configuration for the device, users could
send NOTIFY to the SIP device and trigger it to start automatic provisioning.

■ Click •h to send the NOTIFY to the device to activate it and download the
configuration file from the URL contained in the NOTIFY message.

■ Ready
Installation and deployment
Zero Config – Reboot Remote Device

The UCM6XXX supports rebooting discovered devices from the zero config page.
MCU

To use this feature, web UI-> Value-added Features -> Zero Config -> Zero Config,
and click the reset button in the Options tab.

Zero Config
Zero Config Settings
Zero Coniig Global Policy Global Templates Model Templates Model Update

Auto Discover Create New Device Delete Selected Devices Modify Selected Devices Reset All Extensions Filter: Scan Results

MAC Address IP Address Extension Version Vendor model Create Config Options

000B826B24CD 192.168.5.129 1005 1.0.3.171 GRANDSTREAM GXV3275 connected

Ephed g

Total 1 and 2 30 / page • goto 1

Installation and deployment
Integration with GSWave QR code
Account Name: 1001 SIP Server:

GSWave is a softphone application from Grandstream for Android devices running Android 4.0 or
192.168.2.1 SIP User ID: 1001
Authenticate ID: 1001 Authenticate
Password: t'297eoS1h Name:

higher. It can be automatically provisioned by UCM using QR code scanning.

Steps:
1. Go to UCM web UI->Extension/Trunk->Extensions. Click on

2. UCM users who have the email address configured in the extensions will
receive the account registration and LDAP configuration information in the
email.
Server Address : 192.168.2.1
Port: 389
Base : dc=pbx,dc=com

3. In the GSWave app, select “UCM Account (QR_code Scan) to scan and Tis is the QR code of this LDAP config.

register immediately.
Call management
Call Management
SIP Forking – Multiple Registration per Extension

■ UCM supports multiple registration per extension. The user can register from multiple devices to the UCM using a
single account.

■ Up to 10 concurrent registrations per extension

Home phone:
Extension 1000
Call Management
Call transference

Call transfer allows a user to transfer calls to another phone. Our UCM supports 3 types of transfers:

■ Blind transfer – involves passing a call without notifying the recipient

■ Assisted Transfer – Blind transfer involves transferring a call by notifying the recipient, first holding the initial call and then
calling the recipient while the primary call is waiting, then connecting the 2 calls.

■ Seamless Transfer : Seamless transfer allows the user to perform blind transfers using the UCM feature code without
having music on hold presented during the transfer process.

Call Management
DND (DND White List)

DND , Do Not Disturb allows an extension to ignore any incoming calls.

This can be done both from UCM and from the client (depending on the client), plus our UCM allows users to
configure extensions/numbers that will be able to reach their extension even if DND is enabled, this feature is called
whitelisting. DND.
Call Management
Call forwarding (CFN, CFB, CFU, CF White List)

Call forwarding is a telephony feature that redirects a telephone call to another destination, which may be, for
example, a mobile, voicemail or another telephone number where the desired called party is available.

UCM supports 3 types of call forwarding:

■ CFN: Call forwarding when there is no answer

■ CFB: Call forwarding when busy
■ CFU: Call Forward Unconditional
Call Management
Call waiting

Call waiting is a key feature of a telephone system. When a call is placed on hold, the caller is parked and free to
communicate with the person on the other end of the line. Music on hold is usually played for the caller. The person
who placed the caller on hold can perform other tasks during the hold time.

UCM users can set music on hold and upload music files through the web interface, the files must be in 8KHz Mono
Wav format with a maximum size of 30 MB.

UCM users can also record music on hold by initiating a recording call to an extension,
answering the call, and starting recording. Once you hang up and refresh the page, the
new music on hold file will be available in the list.
Call Management
call parking
This feature allows you to put a call on hold, so that it can be retrieved from another phone in the system.

To use call park: If you have an active call on your phone, you can park it in 2 ways:

■ Press #72 and the call will be parked.

■ Initiate a blind transfer and then dial 700 to park the call.

The parking number will be announced after the call is parked.

Someone else on another phone in your system can dial the call park extension to retrieve the call.

If the call is not recovered after the waiting time, it will call back to the phone that parked it.
Call Management Create New Outbound Rule Save
Cancel

Call routing – Outbound rules

Dialing pattern
Safe routes Enable Filter on Source Caller ID

Remove/prepend digits
Back
Privileges/Permissions
Output rule with filter by
Caller ID
Call duration limit
PIN Groups
Blacklist
time condition +Add

Trunks Strip Prepend Options

No Data

DOD +
A
d
E
A
O
E

P
d I
u N $
Sequence $ t
Outbound Rule Name Pattern • Privilege Level • Options
b G
o
u
To_BranchB r
o
8X. national [®
n u
d p
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a
c
Call Management
Call Routing – Entry Rules
Inbound Routes

+Add ER Blacklist @ Set Global Inbound Mode

I unks: SIP Trunks - BranchA

■ DID pattern Pattern $ CallerID Pattern $ Glob;

Trunk selection .0654123365 No Limit w

■ Direct calls to the IVR,
Extension, Ring Groups, Voice
■ Mail, FAX
Agenda for Entry Rules Entry
Route by Caller ID Blacklist
Multiple modes
■
■
■
CU Features ( • Called by
Speed dial I
IVR name Call recording
J.
v
_______________
1 1_______ 1 □
(\ (" (\ ( N
Distinctive Busy camp on Ad Center
Conference tones 1

□ 1 □ 1_______ 1
( () Alarm
Voicemail Presence and DISA Service .
____________
ME
J.
_□
()
Call Barge Callback Fax
follow me
1_________
() N ()
Intercom and k Capture ringing group Call Center
paging
___ Group \____________
/
CU Features
IVR

IVR (Interactive Voice Response) is a feature that greets and guides

callers through a telephone system in a friendly and timely manner,
Incoming Call
allowing them to reach an extension, leave messages or speak with
an operator.

Main features of the IVR in the UCM6xxx:

■ Record or upload custom voice messages (5MB)

■ Supports multiple languages
sub-menu
■ Scheduled routes to specific IVR notices, e.g. Non-working hours,
Holidays, Maintenance
■ Up to 5 IVR levels
 CU Features
IVR

Incoming calls to the UCM6xxx can be routed to the IVR of

welcome (with or without a receptionist) and then customers will be able to
select the destination to reach with a simple keystroke.

Options available for keypress events:

■ Extension ■ Fax
■ Voicemail ■ Personalized greeting
■ Conference room ■ Hang
■ Mailbox Group ofvoice ■ DISA
■ IVR ■ Call by name
■ Call group ■ External numbers
■ ■ Callback
■ Paging group
CU Features
IVR
Whitelisting and blacklisting for calls dialed from IVR can restrict Blacklisted extensions will not be reachable through
the caller from reaching certain extensions or external numbers IVR.
through the IVR. For example:
□ White list:
The CEO and directors of the company prefer to receive Only whitelisted extensions can be reached through
only the call transferred by the secretary only. IVR.
□ Blacklist:
Some extensions are used in SIP cameras and should not be reached by external calls through the IVR for privacy reasons.
x----------
x----------
x----------
x----------

* External numbers can be set to blacklist/whitelist only when "Dial Trunk" is enabled for IVR.
CU Features
Conference
The conference bridge feature allows multiple people to participate in the
call. Different conference bridges can be defined in the UCM6XXX and have the
following main characteristics:

□ Public or private conference (Password protected)

□ Recording option
□ Bridge for multiple participants
□ Call menu
UCM6102/6104/6202/6204 UCM6108/6116/6208 UCM6510
□ User invitation
Max. Number of 3 6 8
□ Call announcements conference bridges

Max. Number of 25 32 64
participants
 CU Features
Multi-conference bridge

UCM A and UCM B are interconnected through a SIP trunk. In the UCM A web user interface, the administrator
can directly invite a conference room on UCM B to connect to the UCM A conference room, essentially
connecting two conference rooms.

UCM6202 A UCM6202B
SIP peer trunk

Room
Conference •d Conference
A
 CU Features
Conference agenda
□ Once the user enables Google Calendar settings in the Google service support option, the conference agenda can be
synchronized with Google Calendar.

□ The conference schedule function can be found in the Web UI-> Call Features-> Conference->
Conference Schedule
9 10 11 12 13 f March 2015 14 • ' TodayTomorrow Sunday
1000am Busy 9:00am Busy J I 9X)0am Busy 9:30am Busy 4 • March 2015 New York NY -
25°F/17F — 35'F/29°F 44°F/27°F
Search Calendar (Ctrl ♦
1100am Busy 10:00am Busy 3:15pm Busy HISBusy
1030am M.O.YOUWET.H.FR SA E)
1:30pm Busy 12:00pm Busy 1:00pm
22 Busy
23 24 25 26 27 28 Calendar X 4 Library ■ Main - 428 • Conf Room 1244-0860) x
4:00pm Busy ■ SATURDAY
1 2 3 4 5 ma 7
SUNDAY

Mar 1
MONDAY TUESDAY WEDNESDAY THURSDAY SATURDAY

7
SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY

8 9 10 11 12 13 14
2 3 4 5
15 16 17 18 19 20 21
22 23 24 25 26 27 28
29 30 31
April 2015
SU MO TU WE TH FR 5A
12 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18
19 20 21 22 23 24 25
26 27 28 29 30 1 2
3 4 5 6 7 8 9

4 • My Calendars
J Calendar

a • Rooms
7 Library • Main - 428 * Conf..

16 17 18 19 20 21
11200amBusy 1030am Busy ' 9:00am Busy | P 7100pm Tentative 9:30am Busy
130pm Busy 1:30pm Busy 10:30am Busy 3:15pmBusy 10:30am Busy
12:00pm Busy 1:00pm Busy

26 27 28 24 25
1900am Busy 9:30am Busy | 1300pm Busy
10:00am Busy 1:00pm Busy | 3:00pm Busy
130 pm Busy
315pm Busy
CU Features
CU Features
Voicemail Management

Voicemail is a VoIP telephony feature, which allows the caller to leave a voice message when the called party is
absent or busy on another call.

The called party can then check the stored voice message from:

■ Dialing the voicemail number.

■ Receiving voicemail by email
■ Accessing the user portal

The user can listen to, delete messages or even change voicemail prompts.

1 hour of voicemail takes up about 5 MB

CU Features
Capture Group

The UCM supports the pickup group feature that allows users to
pick up incoming calls from other extensions if they are in the same
pickup group, by dialing the “Extension Pickup” feature code
(default* 8).
 CU Features
Intercom/Paging
Page and Intercom can be used to make an announcement to a group of telephones. Such phones will
answer immediately using the speakerphone.

Paging is a one-way call so people can hear the message but cannot respond.
Cluster
The intercom is a two-way call so people can hear the intercom/paging
message and also respond to the person initiating the call.

Paging and intercom can be used via a feature code on a

group or individual basis
 CU Features
follow me
1. Incoming call with
destination ext 2000

Follow Me is a UCM feature that allows users

to direct calls to one or more phone
numbers and have them ring simultaneously
or sequentially. Calls can be directed to 6. After the ringing
time ends, UCM6xxx
home, office, mobile phone or any external sends the call to an
external number
phone. Calls will reach users no matter 0655443322
2. UCM6xxx sends call 4. After the ringing
where they are. to ext 2000 time ends, UCM6xxx
sends the call to ext
2001

Extension: 2001 External

Extension: 2000
number:
0655443322

3. Extension 2000 5. Extension 2001 rings 7. The call reaches

ringtone, but is not answered the external number
but it is not answered and is answered
CU Features
Call Barge
■ Provides the ability to listen to agent calls, speak to agents, or speak to and hear both parties.
■ Integrated into the call activity screen in the Web UI > System Status > Active Calls.
■ Can be used with feature codes.
■ Supports different modes:
■ Listen
In “Listen” mode, the monitor extension can hear both parties on the active call, but monitor audio will not
be heard on either side of the monitored active call. The default feature code is *54 .

■ Whisper
In “Whisper” mode, the monitor extension can hear both parties on the active call, but the monitor audio
can only be heard by the monitored extension. The default feature code is *55 .

■ barge
In “Barge” mode, the monitor extension can talk to both parties on the active call. The call will be set up
similar to a three-way conference. The default feature code is *56 .
CU Features
SIP presence

■ SIP Presence is a feature available for telephones with

programmable keys, allowing them to control the service status of
assigned extensions.
■ A phone would send a SIP SUBSCRIBE message to the UCM to check for changes in the status
of the specified extensions, and the UCM would The contact is online and can participate in
return the status of those extensions in a SIP Available
conversations/phone calls.
NOTIFY message to the phone. Far
The contact is currently away (for example, having
lunch).
The contact has limited availability and can only be
Chat
reached via chat.
Do not bother The contact is in DND (Do Not Disturb) mode.

Custom presence Enter the presence status for this mode in the Web UI.
status
The contact is not available at the moment, please try
Not available
to contact us later.
CU Features
Instant messaging

■ Only SIP terminals compatible with SMS messages will be able to send and receive SMS
messages.

SMS
CU Features
Distinctive tones

□ UCM6XXX supports distinctive ringtone when an incoming call comes

from call queue, IVR, inbound route or extension.

□ Users can configure the “Alert-Info" field to select different ringtones for
a specific incoming call.

□ The “Alert-Info” field is available for:

MCU ■
■ call queue Call queue RingTo
■ IVR
■ Entry routes Efumm IVR RingTo

■ Extensions Entry rule RingTo

□ Alert-info can use the available options (Tone 1, Tone 2...) Extension ----------------------------------------
 CU Features
Speed Dial speed dial

+Add

Speed dialing allows users to call a certain Extension # speed dial Default Destination Default Destination Options

destination by pressing one or two digits. 1 Enable Extension 1000 At

ND
2 Enable Extension 1001
g t
3 Enable External Number 0016175669300 At
ND
The supported destinations 4 Enable Ring Group 6400
g t
At
are: 5 Enable Queues 6500

ND
■ Extension Create New Speed Dial
Total: 5 1 10 / page v | goto —
■ Voicemail
■ Conference
■ voicemail room
group
Enable Destination : Q

■ IVR * Speed Dial Extension:

■ ringing group Default Destination : Extension 1000

■ call queue Extension

■ paging group
Voicemail

Conference Roor

■ Fax Voicemail Group

■ DISA IV R

■ Marked by name Ring Group

■ External number Queues

PageGroup
 CU Features
Marked by name
Dial by name is a PBX feature that allows a caller to search for a person by their first or last name using the telephone keypad.
When the caller reaches the IVR/Auto Attendant, the IVR will guide the caller to spell the name with digits to find the person in
the Dial by directory
name.. 1. The customer calls the
NET
company number to speak with
Benefits: the sales representative "Jane
Doe"
WOR PSTN
TRUNK
■ The administrator can define the K/
COMPANY PBX: UCM6202
Mark directory by name for 2. UCM6202 dials by name in IVR
greeting:
include only the desired extensions to "Enter the first 3 digits of the name
to search the directory"
reach. This helps block
3. Customer enters 5 (J) 2 (A) 6
calls to employees no (N) LEFONS OF
EMPLOYEES
they receiv thos calls REGISTERED AS EXT
IN THE UCM6202
4. UCM6202 confirms what I
directly. marked

■ Offers customers a system 5. Client confirms and calls Jane send to

Doe.
automatic guided for get in
contact with employees of the
company without having to know the number
CU Features
of extension.
 CU Features
Busy Camp-on
Extension: 1000
Busy Camp-on / Call Completion is a feature where the PBX will notify the
caller when the destination extension becomes available since the
previous call attempt could not be established successfully.

■ The called extension may be unavailable (busy, away, or call rejected) 3

Calling
when another extension is trying to reach it. In this situation the Busy ext 1001 Ext 1000 dials *11
camp-on function can help. to request the
occupied field

■ The PBX can enable this feature via feature code *11, and cancel it 5
with *12 and inform the caller as soon as the called extension
becomes available. UCM initiates the call
to ext 1000 once
■ Compatible with individual extensions. For example, when Extension A answered, it calls ext
1001
calls Extension B, Busy camp-on can be requested.
2
■ Compatible with SIP trunks. For example, when Extension A in UCM A
calls Extension B in UCM B, Busy Camp-on can be requested. Ext 1001 is
busy or I 4
reject the call
Ext 1001 is placed
available

Extension: 1001
CU Features
Busy Camp-on

How to determine if the called extension is "Available"

The UCM will initiate the callback when the previously unavailable extension becomes available. Use
the following conditions to detect whether the extension is available or not:

□ If extension B was busy when called, extension B is considered available after this call concludes.

□ If extension B rejected the call or the call was not answered, extension B is considered available
after a new call is completed. This means that extension B has to initiate a new call or answer
another incoming call. When the new call concludes, extension B is considered available.
 CU Features
DISA

DISA (Direct Inward System Access) is a feature

offered by the UCM6XXX that gives the user the
ability to call from outside using their cell phone,
First of all, dial the UCM DID number
landline... and dial through the SIP or PSTN trunk from your cell phone.
connected to the UCM6XXX already This call is
considered internal.

In many scenarios where the user needs to access

UCM6XXX resources to make calls, for example, to
UCM configured to reach DISA from IVR
other extensions or external calls via trunks, but or using input route
does not have access to their extension. In such Dial your destination
number when the dial
cases, if DISA is configured on the UCM6XXX, you tone sounds.
can call the UCM6XXX from any PSTN, mobile or
pay phone number, and act as an internal
extension securely using a password.
Enter the password
DISA
CU Features
Call
□
Back
CallBack is primarily designed for users
who often use their mobile phones to
make international or long distance calls,
which may have high service charges. The An economical solution
to reduce cost while
callback feature provides an economical
enjoying mobility.
solution to reduce call costs. Firstly, dial the UCM PSTN number
Enjoym
from your phone
cell ent
□ In this way, calls are placed and connected phone.

through trunks on the UCM6XXX instead

of connecting directly to the mobile phone Dial your destination
or the Hang up when you hear number.
the callback tone.
Answer the call. The call
A few seconds later UCM
will immediately be
calls again and his cell routed to DISA or IVR in
phone rings. the UCM.

landline. Therefore, the user will not be

charged for telephone services for
international or long distance calls.
CU Features
ringing group

□ A ring group is a feature that allows you to have multiple

telephones ring when an extension or number is dialed. It
is a great way for a company to distribute incoming calls
among employees. It is often used to efficiently distribute
calls across specific departments, such as sales, customer
service, and accounting.
□ Up to 100 members per group
□ Serial or parallel calling mode
□ Customizable Voice Announcement
□ Automatic Recording
□ Default destination
 CU Features
Call Center
The UCM supports lightweight Call Center features, including
virtual queue, control panel and position announcement,
allowing callers to know their position in the call queue and
giving them the option to remain on the line waiting for their
call. shift or activate a callback that will be initiated by the
UCM once the agent is free.
□ Virtual queue.
□ Call queue position announcement
□ Call queue statistics
□ Control panel for all agents
 CU Features
Call Center – Call distribution strategy
The UCM supports automatic call distribution with many different strategies that
can be set in the basic options of each call queue separately.
□ Everyone Rings
Call all available agents simultaneously until one answers. The system assigns Agents
the call
to the agent with the fewest answered calls so far.
□ Linear
The calls will ring on the agents' phones following a previously □ Random
configured order. Only for static agents. Distribute calls to agents randomly.
□ Few Calls □ Round Robin
□ less recent
The system selects the agents who have not answered the
phone for the longest period.
Distribute calls to agents like a Round Robin with memory.
CU
CUFeatures
Features
Call Center – Call queue agents

Call center agents are members defined to answer queued calls. Agents can be static
or dynamic.

UCM MODEL Agents in call queue

UCM6102 and UCM6202 18

UCM6104 and UCM6204 27

UCM6108 and UCM6116 36

UCM6208 60

UCM6510 120
Call Center – Web-based call center

■ A new web-based call center solution,

providing each user with an overview of the
call center status
■ Extensive call control and monitoring
features
■ Real-time extension status check

■ Adjust queued agents and

monitor/transfer/hang up call from web
control panel
CU
CUFeatures
Features
Call Center - Call control

Agents have complete control over calls with

support for almost all known features needed
within a Call Center system for daily operations,
these features include:

□
□
Call waiting
Call transference
To use these
features, there
are 2 methods
D
□
□
3-way conference
Call parking
available:
Using
□
standard
C
function keys or codes on phones
□ Using the control panel
Call Center: position announcement and virtual queue

□ Virtual queuing is a system that allows callers to hold their spots in a

call queue without having to physically stay on the line and wait for
calls to be retrieved if all agents are busy.

□ Once activated, a series of voice prompts will guide the caller in

setting up a callback number and saving their place in the queue.
Once an agent is available, the system will automatically contact the
next callback number in queue.

□ Position announcement allows callers to know exactly which row in

the queue they are currently in.
CU Features
Call Center- Administrator / Supervisor

□ User designated by Super Admin to monitor and manage an assigned

queue extension through the control panel.

□ The call center administrator can log in to the UCM user portal with their
extension number and assigned user password. To access the Control
Panel, click “Value-added Features" in the side menu and click “Call
Queue".

Grades:
Only one administrator can be defined per Call Center.
The administrator extension can also be a Call Center agent.
CU Features
Call Center - Control Panel

□ Check extension status in real time, waiting

Status caller Callee position

adjust queued agents and
monitor/transfer or hang up the call on t 1007 6500 1 the web.

□ Full control over all queues from a single interface.

a
□ Intuitive design and icons. Procedure

Status tg caller Callee Talk Time Options

1007 1011 2017-04-28 10:26:53 q

Agents

Extension Status Extension Answered Abandoned Talk Time Agent Status

1007 0 0 00:00:00 dynamic

1011 1 2 00:06:16 dynamic

 CU Features
Call Center - User Control Panel
$ UCM6202 English
( 1001

Menus Voicemail Wakeup Service DND Whitelist Call Transfer

Basic Information

f Personal Data

□ Each agent or user who has an extension can now Value-added Features A

have their own dashboard and control panel.

WebRTC

No Unread Voicemail No Wakeup Service No DND Whitelist No Call T ransfer

Fax Sending

Call Queue

□ The supervisor can have control over the queue

Wakeup Service
No Answer Follow Me Conference Schedule
CRM User Settings

without administrator access for easy use.

No No Answer Don't Follow No Conference Schedule

Me
CU Features
Call Center - call queue statistics
Save

* End Time: 2017-05-09 AN

D

* Agents :

□ Filtering support by agent/queue.

□ Number of calls received, answered, missed, • Report Information
| | Call Distribution By Agent
Q Total Information
• Call Distribution By Hour
• Call Distribution By Queue
| | Call Distribution By Day
abandoned or transferred. • Call Distribution By Day of Week • Call Distribution By Week • Call Distribution By Month
• Virtual Queue Total Information _| Virtual Queue Distribution By Queue _| Virtual Queue Distribution By Agent
• Virtual Queue Distribution By Day of

□ Percentage of unanswered calls and •

•
Virtual Queue Distribution By Hour
Virtual Queue Distribution By Week
_| Virtual Queue Distribution By Day
• Virtual Queue Distribution By Month
Week

abandonment percentage.

□ Average talk time and standby time

Report Information

Queues Agents Start Time End Time Select Time Period

6500 1004 1002 1003 2017-05-09 2017-05-09 1 day

Total Information

Received Answered Unanswered Abandoned Transferred % Answ % Unansw % Abandon % Trans Login Logoff Avg Talk A)

17 3 0 14 0 17.65% 0.00% 82.35 % 0.00% 0 0 00:00:30 0

 CU Features
FAX service
■ The UCM6xxx supports T.30 fax / T.38 and Fax You don't have a FAX machine.
conventional. You can convert the received fax to PDF
format and send it to the configured email address No problem!
■ The list of received fax files will be displayed on the
same web page so that users can view, retrieve and
delete faxes.

■ Faxing can be done using a fax machine connected to

one of the FXS ports or by uploading the PDF file through
the user portal.

■ Fax/T.38 settings can be accessed via Web UI > Call

Features > FAX/T.38
CU Features
Alarm Service

□ The wake-up service is available in the UCM as a separate module.

Create New Wakeup Service
□ There are three ways to set the wake-up service:
Using administrator access
Using the user portal
Using function code
CU Features
Ad Center

■ Announcement Center allows the user to pre-record and store voice notifications in the UCM with an
associated code. The user also needs to create a group with assigned extensions.

■ When the voice prompt code and the group number are dialed together, the specified voice prompt will
be played to all extensions in the group after they answer the call.
CU Features
Call recording
Recordings Storage
■ 55MB usage for about 1 hour
call recording. Enab e auto charge

■ Recording duration can be extended via USB drive USB Disk :

Crazy :
■ Recording files are in WAV format and can be
played and downloaded from the UCM6XXX series
Web UI

■ Automatic recording can be enabled on specific

extensions, ring groups, call queues, conference
rooms, and trunks.
 party
API and 3rd
integration

API
CDR API Recording

Integration
ME
with CRM
Integration
with PMS
 party
API and 3rd integration
CDR API

□ The UCM has an API for third-party billing, so that API Configuration Files
external billing software can access the CDR in
the PBX.
Enable:

□ The API uses HTTPS to request the CDR data

based on the parameters configured in the third-
party application.

□ Three output formats are supported: CSV, XML,

JSON.

□ For security reasons, CDR API is using HTTPS with

username/password combination and only
allowed IP requests are accepted (whitelist).
API and 3rd party integration
Call Recording API

□ REC API is used to access call recording files. This is an API similar to the UCM-compatible CDR API.

□ This is to request call recordings, or a list of recording files within Asterisk directories, that match the parameters
set by the third-party application.
API and 3rd party integration
Asterisk Management Interface -AMI

□ Asterisk Manager Interface (AMI) allows a client program to connect to an Asterisk instance and issue commands
or read events over a TCP/IP transmission.

□ Useful when integrators are trying to track the status of a telephony client within Asterisk or want to initiate
calls.

□ The UCM provides restricted AMI access for users.

 party
API and 3rd integration
Integration with CRM

□ The UCM6XXX supports CRM integration that allows users to connect third-party CRM interfaces with the UCM.
□ UCM currently supports Salesforce and SugarCRM.
• SugarCRM
Allows querying, updating, adding CDR records via SugarCRM
APIs (via SOAP or REST requests) and click-to-dial from
SugarCRM.

• Salesforce
Supports querying, updating, and adding CDR records through
the Salesforce API (via SOAP or REST requests).
API and 3rd party integration
Integration with PMS
■ Property Management System (PMS) is a software application used in
the hospitality industry to automate some hotel functions such as
guest booking, guest details, etc.
■ The system can be divided into three parts:
■ PMS (Property Management System)
■ PMSI (Property Management System Interface)
■ PBX
■ The Grandstream UCM6XXX series has an integrated PMS that offers
the following hospitality features: Check-in, Check-out, set room
status, alarm clock and more.

□ The UCM6XXX supports integration with H-Mobile and Mitel

PMS.

«Or char's
DO
Mitel
Hate! division
hmobile
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