TotalCloud PBX Onboarding Guide


Introduction and Service Overview


Birch’s TotalCloud® PBX is a hosted PBX system, housed in Birch’s secure data center that delivers the professional, enterprise-class features and functionality that small and mid-sized companies need to be more productive, more responsive and more flexible to changing business conditions. TotalCloud PBX connects your entire workforce – regardless of location – extending to remote and mobile employees the same features as employees located at your headquarters. The TotalCloud PBX Service Guide provides the information you’ll need to get started with Birch’s TotalCloud PBX.


Table of Contents


Introduction and Service Overview......................................................................................................................2

Preparation for Installation...................................................................................................................................3

Customer Required Pre-Installation Activities.....................................................................................................4

Activation Day......................................................................................................................................................5

Technical Requirements and Information............................................................................................................6

Phone and Computer Network Assessment.......................................................................................................6

Technical Requirements......................................................................................................................................6

TotalCloud PBX Network Configuration..............................................................................................................6

What is VoIP (Voice over IP)?..............................................................................................................................6

What is a LAN (Local Area Network)?.................................................................................................................6

What is a Managed Voice Gateway (MVG)?.......................................................................................................7

Firewall Best Practices.........................................................................................................................................8

Customer issues for TotalCloud PBX when the handsets are behind a firewall..................................................8

Firewall Recommendations..................................................................................................................................8



Preparation for Installation


The following activities must be completed before scheduling the installation and activation. Along with understanding what you can expect from Birch, understanding your role as the customer is an important aspect of the installation process.



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CUSTOMER ACTIVITIES

BIRCH ACTIVITIES

blob1477423038663.pngSign Contract

blob1477598408534.pngOrder Circuit (If Applicable)

blob1477598382797.pngCommunicate Requirements to Design Specialist

blob1477598542175.pngObtain Customer Detailed Requirements

blob1477598443098.pngAccept Handset Order & Provide Payment

blob1477598567766.pngSend Final Handset Order to Customer

blob1477598463914.pngSchedule Pre-Install and Activation

blob1477598592158.pngSchedule Pre-Install & Activation




Customer Required Pre-Installation Activities


You must complete these activities before Birch can install network equipment at your site (if applicable).



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CUSTOMER ACTIVITIES

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Ensure access to Birch technicians for pre-install event.
  • Main Telco Room
  • Customer Telco Room

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Ensure CAT 5 Faceplate is inside suite.

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Ensure CAT 5 or CAT 6 cable installed and there is sufficient capacity on each line

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If phone is customer-provided, phone must be on list of certified handsets found at Birch.com/setup.

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If the phone is customer-provided, contact the previous carrier to ensure it is Unlocked. If Locked, obtain steps for unlocking handsets. The handset must be unlocked to configure TotalCloud PBX.

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Ensure LAN vendor installs and configures VLAN according to specifications outlined in the TotalCloud PBX VLAN Configuration Guide found on BIRCH.com/setup, if applicable.


If you are not sure whether or not your location meets the above requirements, contact your Service Coordinator. He or she will recommend a vendor who can assist you.



Activation Day


These activities must be completed to activate your TotalCloud PBX.




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CUSTOMER RESPONSIBILITIES BIRCH IMPLEMENTATION INSTALLER ACTIVITIES


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Have IT vendor on-site to test & ensure

computers are connected to Birch network

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Unbox new Birch phone and place phone on desk

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IT vendor is required to reconfigure firewall, if

applicable

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Connect existing CAT 5 cable to new phone

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Designate employees to be available for single

phone training session

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Install and configure Managed Voice Gateway, if

applicable



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Install and configure VLAN, if applicable



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Test phone



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Provide Basic Phone Training:

  • Answer incoming phone call
  • Dial external phone number
  • Dial an extension
  • Speaker phone use
  • Place call on hold
  • Transfer calls
  • Access Voicemail via handset




Technical Requirements and Information


This section describes LAN and other technical requirements for TotalCloud PBX.


Phone and Computer Network Assessment


Arrange a site survey with your Local Area Network (LAN) and phone vendors to determine if you will need changes to your equipment or infrastructure.

  • Implement a VLAN network, if this is your chosen option, to maximize voice and data performance.
  • For many TotalCloud PBX customers, Birch’s Managed Firewall service provides adequate security based on their needs. If you need to add an additional firewall to your network, please see the Firewall section in this guide for best practices and prepare to have your IT vendor on-site to configure during activation.
  • Budget for any required hardware and software upgrades to your LAN.

Work with your phone and LAN vendor(s) to complete the Birch TotalCloud PBX "Things You Need To Do Checklist."



Technical Requirements


  • Each site needs appropriate data connectivity (speed and quality) to support the quantity of handsets (100kbps per simultaneous call), plus other data traffic.
  • Approximately 1 Mbps is required for transport of 10 simultaneous calls, not including additional non-voice data needs.
  • LAN capacity needs to support the volume of voice traffic of interconnected phones. A site survey may be needed to validate the LAN’s ability to support the voice traffic. Find more info in this guide on LAN requirements.
  • Customer-provided handsets must be certified (make/model) and not be ‘locked’ to another provider. Some complex or multi-location scenarios may extend the typical installation intervals. Birch will not be responsible for the conversion of your handsets. Guides for converting your handsets can be found at [Insert Help Center link]
  • See Best Practices section of this guide for configuration information on Firewall, Remote Worker, and Overhead Paging System Support.




TotalCloud PBX Network Configuration


Birch’s TotalCloud PBX is a Hosted PBX system, which means that voice traffic is transported over Birch's private, dedicated IP network to the public switched telephone network (PSTN) when used from an office on Birch's network. When used in an office not utilizing Birch's network, voice traffic is transported over the public Internet to the PSTN.


What is VoIP (Voice over IP)?


Rather than transmitting voice traffic separately over circuit-switched resources (the traditional phone network), Voice over IP (VoIP) uses IP networks to transfer voice and other data together.


What is a LAN (Local Area Network)?


A LAN is a collection of cables and network equipment that provides internet access and device to device connections locally.  For example, a LAN connects one laptop to another in the same room and also provides the internet connection for a desktop computer.


Given that customers need to receive high-quality voice transmission, the Local Area Network (LAN) must be optimized to support both voice and data traffic. VoIP can be dependent on and sensitive to bandwidth availability and delay caused in delivery of packets. The optional configuration of VoIP implementation is when packet traffic for a voice connection will not be delayed or dropped due to interference from other lower priority data traffic, such as web surfing.


Refer to the following diagram showing a VoIP network where voice and other data traffic are mixed and all passes through the firewall.



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What is a Managed Voice Gateway (MVG)?


If you are receiving a Managed Voice

Gateway, it is a cost-effective way to have

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voice traffic bypass an organization’s

firewall, preventing call quality and

dropping issues (this traffic still passes

through Birch’s IAD’s firewall ensuring

security). It also enables Birch to

troubleshoot voice quality issues on a

customer’s LAN by providing visibility

into voice and data traffic usage. The

MVG equipment is owned by Birch and is

managed and configured by Birch. Refer

to the following diagram showing the MVG

configured in a VoIP network.


Please note that the MVG requires a

dedicated Public Static IP address. If you

are using another network provider, you

are responsible for providing this Public

Static IP address to Birch before your

Activation. Please see Obtaining Public

IP Address (link to updated URL) to assist

you in obtaining this information from your

Internet Service Provider.


If Birch determines that an MVG must be replaced, Birch’s policy is to replace it by the next business day, assuming that the request for replacement occurs before 12 pm PST the business day prior.



Firewall Best Practices


This section describes recommendations and troubleshooting tips for firewalls.


Customer issues for TotalCloud PBX when the handsets are behind a firewall


  • Call drops after 10 or 20 minutes
  • Voicemail Message Waiting Indicator not disabling or enabling
  • Busy Lamp Field not working
  • Phones intermittently losing registrations
  • Shared Call Appearance not working
  • For both on-net and remote users, one-way audio

Firewall Recommendations

  1. If possible, avoid locating your handsets behind a firewall
  2. Consider using NAT on your phone through the Birch router to prevent any registration and call completion failures.  Otherwise, implement steps 3 – 5 below.
  3. Disable any VoIP, SIP ALG (Application Layer Gateway), or SPI (Stateful Packet Inspection) settings.
  4. For any NAT or UDP timer/timeouts, increase timeouts to 300 seconds
  5. If the firewall is locked down for SIP traffic, Birch can provide you with the IP address range of the SBC to allow traffic (for both SIP signaling and RTP).
  6. We do not recommend placing the phones behind a wireless repeater.
  7. Do not place the phones behind a network which has double NAT.
  8. Employ firewalls with load balancing to route all voice traffic through the Birch connection.
  9. Enable consistent/constant NAT on your firewall.



SETTING EXAMPLES FOR VOIP & SIP ALG ROUTER

Cisco                      No IP NAT service SIP UDP port 5060, no fixup protocol SIP UDP 5060 and no inspect SIP

Sonic                      Wall Uncheck Enable SIP Transformations, Enable Consistent NAT

Watchguard            Disable SIP Proxy for Firebox model