Grandstream Networks UCM6206 - Salesforce CRM Integration

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UCM6200 Series User Manual

Once settings on admin access are configured:

- Click on and .

- Logout from admin access.

- Login to the UCM as user and navigate under “User Portal -> Value-added Feature -> CRM User

Settings”.

Click on “Enable CRM” and enter the username/password associated with the CRM account then click on

and . The status will change from “Logged Out” to “Logged In”.

User can start then using SugarCRM features.

Figure 199: CRM User Settings

Salesforce CRM

Configuration page of the Salesforce CRM can be accessed via admin login, on the UCM webGUI under “PBX -> CRM

-> Basic Settings”.

Main Page

Gnu Gpl Information3
Table of Contents4
Change Log22
Firmware Version 1.0.13.1422
Firmware Version 1.0.12.1922
Firmware Version 1.0.11.2723
Firmware Version 1.0.0.724
Welcome25
Product Overview26
Technical Specifications26
Table 1: Technical Specifications26
Installation29
Equipment Packaging29
Connect Your UCM620029
Connect the UCM620229
Table 2: UCM6200 Equipment Packaging29
Figure 1: UCM6202 Front View29
Connect the UCM620430
Figure 2: UCM6202 Back View30
Figure 3: UCM6204 Front View30
Connect the UCM620831
Figure 4: UCM6204 Back View31
Safety Compliances32
Warranty32
Figure 5: UCM6208 Front View32
Figure 6: UCM6208 Back View32
Getting Started33
Use the LCD Menu33
Table 3: LCD Menu Options33
Use the LED Indicators35
Use the Web GUI35
Access Web GUI35
Table 4: UCM6202/UCM6204 LED Indicators35
Table 5: UCM6208 LED Indicators35
Figure 7: UCM6204 Web GUI Login Page36
Setup Wizard37
Figure 8: UCM6200 Setup Wizard37
Web GUI Configurations38
Web GUI Languages38
Figure 9: UCM6200 Web GUI Language38
Save and Apply Changes39
Make Your First Call39
System Settings40
User Management40
User Information40
Figure 10: User Management Page Display40
Table 6: User Management->Create New User41
Figure 11: Create New User41
Custom Privilege42
Figure 12: User Management - New Users42
Figure 13: General User43
User Portal44
Figure 14: Create New Custom Privilege44
Figure 15: Edit User Information by Super Admin45
Figure 16: User Portal Login45
Concurrent Multi-User Login46
Operation Log46
Figure 17: User Portal Layout46
Figure 18: Multiple User Operation Error Prompt46
Table 7: Operation Log Column Header47
Figure 19: Operation Logs47
Change Password48
Figure 20: Operation Logs Filter48
Change Binding Email49
Figure 21 : Change Password49
Figure 22: Change Binding Email49
Network Settings50
Basic Settings50
Table 8: Change Binding Email Option50
Table 9: UCM6200 Network Settings->Basic Settings50
Figure 23: UCM6200 Network Interface Method: Route54
Figure 24: UCM6200 Network Interface Method: Switch55
DHCP Client List56
Figure 25: UCM6200 Network Interface Method: Dual56
Figure 26: DHCP Client List56
Figure 27: Add MAC Address Bind57
Figure 28: Batch Add MAC Address Bind57
Table 10: UCM6200 Network Settings->802.1X58
Figure 29: UCM6200 Using 802.1X as Client58
Figure 30: UCM6200 Using 802.1X EAP-MD558
Static Routes59
Table 11: UCM6200 Network Settings->Static Routes59
Figure 31: UCM6204 Static Route Sample60
Port Forwarding61
Table 12: UCM6200 Network Settings->Port Forwarding61
Figure 32: UCM6204 Static Route Configuration61
Figure 33: Create New Port Forwarding62
Openvpn63
Table 13: UCM6200 Settings -> Network Settings -> Open VPN63
Figure 34: UCM6200 Port Forwarding Configuration63
Figure 35: GXP2160 Web Access Using UCM6202 Port Forwarding63
DDNS Settings64
Figure 36: Open VPN Feature on the UCM620064
Figure 37: Register Domain Name on Noip.com65
Figure 38: UCM6200 DDNS Setting65
Firewall66
Static Defense66
Figure 39: Using Domain Name to Connect to UCM620066
Table 14: UCM6200 Firewall->Static Defense->Current Service67
Table 15: Typical Firewall Settings67
Table 16: Firewall Rule Settings68
Figure 40: Create New Firewall Rule68
Dynamic Defense69
Table 17: UCM6200 Firewall Dynamic Defense69
Fail2Ban70
Table 18: Fail2Ban Settings70
Figure 41: Configure Dynamic Defense70
LDAP Server71
LDAP Server Configurations71
Figure 42: LDAP Server Configurations72
Figure 43: Default LDAP Phonebook DN72
LDAP Phonebook73
Figure 44: Default LDAP Phonebook Attributes73
Figure 45: LDAP Server->LDAP Phonebook73
Figure 46: Add LDAP Phonebook74
Figure 47: Edit LDAP Phonebook74
Figure 48: Import Phonebook75
Figure 49: Phonebook CSV File Format75
LDAP Client Configurations76
Figure 50: LDAP Phonebook after Import76
Figure 51: Export Selected LDAP Phonebook76
Figure 52: LDAP Client Configurations77
HTTP Server78
Table 19: HTTP Server Settings78
Figure 53: GXP2200 LDAP Phonebook Configuration78
Email Settings79
Table 20: Email Settings79
Email Templates80
Figure 54: UCM6200 Email Settings80
Figure 55: Email Templates80
Email Send Log81
Figure 56: Conference Schedule Template81
Figure 57: Email Send Log81
Time Settings82
Auto Time Updating82
Table 21: Email Log82
Figure 58: Email Logs82
Table 22: Time Auto Updating83
Set Time Manually84
Office Time84
Figure 59: Set Time Manually84
Table 23: Create New Office Time85
Figure 60: Create New Office Time85
Holiday86
Table 24: Create New Holiday86
Figure 61: Settings->Time Settings->Office Time86
Figure 62: Create New Holiday86
Figure 63: Settings->Time Settings->Holiday87
NTP Server88
Recordings Storage88
Figure 64: Settings->Recordings Storage88
Figure 65: Recordings Storage Prompt Information89
Figure 66: Recording Storage Category89
Login Settings90
Figure 67: Login Timeout Settings90
Google Service Settings Support91
Figure 68: Google Service Settings->Oauth2.0 Authentication91
Figure 69: Google Service->New Project92
Figure 70: Google Service->Create New Credential92
Figure 71: Google Service->Oauth2.0 Login93
Provisioning94
Overview94
Configuration Architecture for End Point Device94
Auto Provisioning Settings95
Figure 72: Zero Config Configuration Architecture for End Point Device95
Figure 73: UCM6200 Zero Config96
Table 25: Auto Provision Settings97
Figure 74: Auto Provision Settings97
Discovery98
Global Configuration99
Global Policy99
Figure 75: Auto Discover99
Figure 76: Discovered Devices99
Table 26: Global Policy Parameters->Localization100
Figure 77: Global Policy Categories100
Table 27: Global Policy Parameters->Phone Settings101
Table 28: Global Policy Parameters->Contact List102
Table 29: Global Policy Parameters->Maintenance104
Table 30: Global Policy Parameters->Network Settings105
Table 31: Global Policy Parameters->Customization106
Global Templates107
Table 32: Create New Template107
Figure 78: Edit Global Template108
Model Configuration109
Model Templates109
Table 33: Create New Model Template109
Figure 79: Edit Model Template110
Model Update111
Figure 80: Template Management111
Device Configuration112
Create New Device112
Figure 81: Upload Model Template Manually112
Manage Devices113
Figure 82: Create New Device113
Figure 83: Manage Devices113
Figure 84: Edit Device114
Figure 85: Edit Customize Device Settings116
Figure 86: Add P Value in Customize Device Settings117
Figure 87: Modify Selected Devices - same Model118
Figure 88: Modify Selected Devices - Different Models119
Sample Application120
Figure 89: Device List in Zero Config120
Figure 90: Zero Config Sample - Global Policy121
Figure 91: Zero Config Sample - Device Preview 1122
Figure 92: Zero Config Sample - Device Preview 2123
Figure 93: Zero Config Sample - Device Preview 3124
Extensions125
Create New User125
Create New SIP Extension125
Figure 94: Create New Device125
Table 34: SIP Extension Configuration Parameters->Basic Settings126
Table 35: SIP Extension Configuration Parameters->Media127
Table 36: SIP Extension Configuration Parameters->Features128
Create New IAX Extension131
Table 37: SIP Extension Configuration Parameters->Specific Time131
Table 38: IAX Extension Configuration Parameters->Basic Settings131
Table 39: IAX Extension Configuration Parameters->Media132
Table 40: IAX Extension Configuration Parameters->Features133
Create New FXS Extension135
Table 41: IAX Extension Configuration Parameters->Specific Time135
Table 42: FXS Extension Configuration Parameters->Basic Settings135
Table 43: FXS Extension Configuration Parameters->Media136
Table 44: FXS Extension Configuration Parameters->Features137
Batch Add Extensions140
Batch Add SIP Extensions140
Table 45: FXS Extension Configuration Parameters->Specific Time140
Table 46: Batch Add SIP Extension Parameters140
Batch Add IAX Extensions143
Table 47: Batch Add IAX Extension Parameters143
Search and Edit Extension145
Figure 95: Manage Extensions145
Export Extensions146
Import Extensions146
Figure 96: Export Extensions146
Table 48: SIP Extensions Imported File Example147
Figure 97: Import Extensions147
Figure 98: Import File147
Table 49: IAX Extensions Imported File Example150
Table 50: FXS Extensions Imported File Example152
Email to User154
Figure 99: Import Error154
Figure 100: Auto Record Empty154
Figure 101: Email to User - Prompt Information155
Figure 102: Account Registration Information and QR Code155
Figure 103: LDAP Client Information and QR Code156
Multiple Registrations Per Extension157
Figure 104: Multiple Registrations Per Extension157
Figure 105: Extension - Concurrent Registration157
SMS Message Support158
Figure 106: SMS Message Support158
Trunks159
Analog Trunks159
Analog Trunk Configuration159
Table 51: Analog Trunk Configuration Parameters159
PSTN Detection162
Figure 107: UCM6200 FXO Tone Settings162
Figure 108: UCM6200 PSTN Detection163
Figure 109: UCM6200 PSTN Detection: Auto Detect163
Table 52: PSTN Detection for Analog Trunk164
Figure 110: UCM6200 PSTN Detection: Semi-Auto Detect164
VOIP Trunks165
Table 53: Create New SIP Trunk166
Table 54: SIP Register Trunk Configuration Parameters167
Table 55: SIP Peer Trunk Configuration Parameters170
Table 56: Create New IAX Trunk173
Table 57: IAX Register Trunk Configuration Parameters173
Table 58: IAX Peer Trunk Configuration Parameters174
Direct Outward Dialing (DOD)175
Figure 111: DOD Extension Selection176
Figure 112: Edit DOD177
Sla Station178
Create/Edit SLA Station178
Table 59: SLA Station Configuration Parameters178
Figure 113: SLA Station178
Sample Configuration179
Figure 114: Enable SLA Mode for Analog Trunk179
Figure 115: Analog Trunk with SLA Mode Enabled179
Figure 116: SLA Example - SLA Station180
Figure 117: SLA Example - MPK Configuration180
Call Routes181
Outbound Routes181
Table 60: Outbound Route Configuration Parameters181
Outbound Blacklist183
Inbound Routes184
Inbound Rule Configurations184
Table 61: Inbound Rule Configuration Parameters184
Figure 118: Country Codes184
Inbound Route: Prepend Example186
Inbound Route: Multiple Mode187
Figure 119: Inbound Route Feature: Prepend187
FAX Intelligent Route188
Figure 120: Inbound Route - Multiple Mode188
FAX with Two Media189
Blacklist Configurations189
Figure 121: Blacklist Configuration Parameters189
Figure 122: Blacklist Csv File190
Conference Bridge191
Conference Bridge Configurations191
Table 62: Conference Bridge Configuration Parameters191
Table 63: Conference Settings192
Join a Conference Call193
Invite Other Parties to Join Conference193
Figure 123: Conference193
During the Conference194
Figure 124: Conference Invitation from Web GUI194
Table 64: Conference Caller IVR Menu195
Record Conference196
Figure 125: Conference Recording196
Conference Schedule197
Conference Schedule Configuration197
Table 65: Conference Schedule Parameters197
Figure 126: Conference Schedule199
Ivr201
Configure IVR201
Table 66: IVR Configuration Parameters201
Black/White List in IVR203
Figure 127: Black/White List203
Create Custom Prompt204
Figure 128: Click on Prompt to Create IVR Prompt204
Language Settings for Voice Prompt205
Download and Install Voice Prompt Package205
Figure 129: Language Settings for Voice Prompt205
Figure 130: Voice Prompt Package List206
Figure 131: New Voice Prompt Language Added206
Customize Specific Prompt207
Figure 132: Upload Single Voice Prompt for Entire Language Pack207
Voicemail208
Configure Voicemail208
Table 67: Voicemail Settings208
Access Voicemail209
Table 68: Voicemail IVR Menu209
Voicemail Email Settings210
Table 69: Voicemail Email Settings210
Configure Voicemail Group211
Figure 133: Voicemail Email Settings211
Table 70: Voicemail Group Settings212
Figure 134: Voicemail Group212
Ring Group213
Configure Ring Group213
Table 71: Ring Group Parameters213
Figure 135: Ring Group213
Remote Extension in Ring Group215
Figure 136: Ring Group Configuration215
Figure 137: Sync LDAP Server Option216
Figure 138: Manually Sync LDAP Server216
Figure 139: Ring Group Remote Extension217
Paging and Intercom Group218
Configure Paging/Intercom Group218
Table 72: Paging/Intercom Group Configuration Parameters218
Figure 140: Paging/Intercom Group218
Figure 141: Page/Intercom Group Settings219
Call Queue220
Configure Call Queue220
Table 73: Call Queue Configuration Parameters220
Figure 142: Call Queue220
Figure 143: Agent Login Settings223
Extension Groups224
Configure Extension Groups224
Using Extension Groups224
Figure 144: Edit Extension Group224
Figure 145: Select Extension Group in Outbound Route225
Pickup Groups226
Configure Pickup Groups226
Configure Pickup Feature Code226
Figure 146: Edit Pickup Group226
Figure 147: Edit Pickup Feature Code227
Music on Hold228
Figure 148: Music on Hold Default Class228
Figure 149: Play Custom Prompt229
Figure 150: Information Prompt230
Figure 151: Record Custom Prompt230
Fax/T.38231
Configure Fax/T.38231
Table 74: FAX/T.38 Settings231
Sample Configuration to Receive Fax from PSTN Line232
Figure 152: Configure Analog Trunk Without Fax Detection233
Figure 153: Configure Extension for Fax Machine: FXS Extension233
Figure 154: Configure Extension for Fax Machine: Analog Settings234
Figure 155: Configure Inbound Rule for Fax234
Sample Configuration for Fax-To-Email235
Figure 156: Create Fax Extension235
Figure 157: Inbound Route to Fax Extension236
Asterisk Manager Interface (Restricted Access)237
Busy Camp-On238
Follow Me239
Figure 158: Create Follow Me239
Figure 159: Edit Follow Me239
Table 75: Follow Me Settings240
Table 76: Follow Me Options241
Speed Dial242
Figure 160: Configure Speed Dial242
Figure 161: Speed Dial Destinations242
Disa243
Table 77: DISA Settings243
Figure 162: Create New DISA243
Callback Feature245
Table 78: Callback Configuration Parameters245
Blf and Event List247
Blf247
Event List247
Table 79: Event List Settings247
Figure 163: Create New Event List248
Dial by Name250
Dial by Name Configuration250
Figure 164: Create Dial by Name Group250
Figure 165: Configure Extension First Name and Last Name251
Figure 166: Dial by Name Group in IVR Key Pressing Events252
Figure 167: Dial by Name Group in Inbound Rule253
Wakeup Service254
Wakeup Service Using Admin Login254
Table 80: Wakeup Service254
Figure 168: Create New Wakeup Service254
Wakeup Service from User Portal255
Wakeup Service Using Feature Code255
Active Calls and Monitor256
Active Calls Status256
Figure 169: Status->PBX Status->Active Calls - Ringing256
Figure 170: Status->PBX Status->Active Calls - Call Established256
Hang up Active Calls257
Call Monitor257
Figure 171: Configure to Monitor an Active Call257
Call Features259
Feature Codes259
Table 81: UCM6200 Feature Codes259
Figure 172: Enable/Disable Feature Codes263
Call Recording264
Call Park264
Park a Call264
Figure 173: Download Recording File from CDR Page264
Figure 174: Download Recording File from Recording Files Page264
Retrieve the Parked Call265
Enable Spy265
Internal Options266
Internal Options/General266
Table 82: Internal Options/General266
Internal Options/Custom Prompt268
Record New Custom Prompt268
Figure 175: Record New Custom Prompt268
Upload Custom Prompt269
Download All Custom Prompt269
Figure 176: Upload Custom Prompt269
Figure 177: Download All Custom Prompt269
Internal Options/Jitter Buffer270
Internal Options/Rtp Settings270
Table 83: Internal Options/Jitter Buffer270
Table 84: Internal Options/Rtp Settings270
Internal Options/Payload271
Internal Options/Pin Groups271
Table 85: Internal Options/Payload271
Table 86: Internal Options/Pin Group272
Figure 178: Create New PIN Group272
Figure 179: PIN Members272
Figure 180: Outbound PIN273
Figure 181: CDR Record273
Iax Settings274
IAX Settings/General274
IAX Settings/Registration274
Table 87: IAX Settings/General274
Table 88: IAX Settings/Registration274
IAX Settings/Static Defense275
Table 89: IAX Settings/Static Defense275
Sip Settings276
SIP Settings/General276
SIP Settings/Misc276
Table 90: SIP Settings/General276
Table 91: SIP Settings/Misc276
SIP Settings/Session Timer277
SIP Settings/Tcp and TLS277
Table 92: SIP Settings/Session Timer277
Table 93: SIP Settings/Tcp and TLS277
SIP Settings/Nat278
SIP Settings/Tos278
Table 94: SIP Settings/Nat278
Table 95: SIP Settings/Tos278
Ports Config281
Table 96: Internal Options/Ports Config281
Figure 182: FXS Ports Signaling Preference281
Figure 183: FXO Ports ACIM Settings281
Value-Added Features283
FAX Sending283
Announcements Center283
Figure 184: Fax Sending in Web UI283
Announcements Center Settings284
Table 97: Announcements Center Settings284
Figure 185: Announcements Center284
Group Settings285
Table 98: Group Settings285
Figure 186: Announcements Center Group Configuration285
Figure 187: Announcements Center Code Configuration286
Figure 188: Announcements Center Example286
Pms287
Basic Settings287
Table 99: PMS Supported Features287
Room Status288
Table 100: PMS Basic Settings288
Figure 189: Create New Room288
Wake up Service289
Figure 190: Room Status289
Figure 191: Add Batch Rooms289
Table 101: PMS Wake up Service290
Figure 192: Create New Wake up Service290
Figure 193: Wakeup Call Executed290
Mini Bar291
Table 102: Create New Mini Bar291
Figure 194: Create New Mini Bar291
Table 103: Create New Maid292
Figure 195: Create New Maid292
Figure 196: Create New Consumer Goods292
Figure 197: Mini Bar293
Crm294
Sugarcrm294
Table 104: Sugarcrm Settings294
Figure 198: Sugarcrm Basic Settings294
Salesforce CRM295
Figure 199: CRM User Settings295
Table 105: Salesforce Settings296
Figure 200: Salesforce Basic Settings296
Figure 201: Salesforce User Settings297
Status and Reporting298
PBX Status298
Trunks298
Table 106: Trunk Status298
Figure 202: Status->PBX Status298
Figure 203: Trunk Status298
Extensions299
Figure 204: Extension Status299
Queues300
Table 107: Extension Status300
Conference Rooms301
Table 108: Agent Status301
Figure 205: Queue Status301
Figure 206: Conference Room Status301
Interfaces Status302
Table 109: Interface Status Indicators302
Figure 207: UCM6204 Interfaces Status302
Parking Lot303
Table 110: Parking Lot Status303
Figure 208: Parking Lot Status303
System Status304
General304
Network304
Table 111: System Status->General304
Storage Usage305
Table 112: System Status->Network305
Resource Usage306
Figure 209: System Status->Storage Usage306
Figure 210: System Status->Resource Usage306
System Events307
Alert Events List307
Figure 211: System Events->Alert Events Lists: Disk Usage307
Figure 212: System Events->Alert Events Lists: External Disk Usage308
Figure 213: System Events->Alert Events Lists: Memory Usage308
Alert Log309
Figure 214: System Events->Alert Events Lists: System Reboot309
Figure 215: System Events->Alert Events Lists: System Crash309
Figure 216: System Events->Alert Log310
Figure 217: Filter for Alert Log310
Alert Contact311
Cdr311
Table 113: CDR Filter Criteria311
Figure 218: CDR Filter311
Figure 219: Call Report313
Figure 220: Call Report Entry with Audio Recording File314
CDR Improvement315
Figure 221: Automatic Download Settings315
Downloaded CDR File316
Figure 222: CDR Report316
Figure 223: Detailed CDR Information316
Figure 224: Downloaded CDR File Sample316
Figure 225: Downloaded CDR File Sample - Source Channel and Dest Channel 1316
Statistics317
Figure 226: Downloaded CDR File Sample - Source Channel and Dest Channel 2317
Figure 227: CDR Statistics317
Recording Files318
Table 114: CDR Statistics Filter Criteria318
Figure 228: CDR->Recording Files318
API Configuration319
Table 115: API Configuration Files319
Upgrading and Maintenance320
Upgrading320
Upgrading Via Network320
Figure 229: Network Upgrade320
Upgrading Via Local Upload321
Table 116: Network Upgrade Configuration321
Figure 230: Local Upgrade321
Figure 231: Upgrading Firmware Files322
Figure 232: Reboot UCM6200322
No Local Firmware Servers323
Backup323
Backup/Restore323
Figure 233: Create New Backup324
Figure 234: Restore Warning324
Figure 235: Backup / Restore325
Figure 236: Local Backup325
Data Sync326
Table 117: Data Sync Configuration326
Figure 237: Data Sync326
Restore Configuration from Backup File327
Cleaner327
Figure 238: Restore UCM6200 from Backup File327
Table 118: Cleaner Configuration328
Figure 239: Cleaner328
USB/SD Card Files Cleanup329
Table 119: USB/SD Card Files Cleanup329
Figure 240: USB/SD Card Files Cleanup329
Reset and Reboot330
Syslog330
Figure 241: Reset and Reboot330
Troubleshooting331
Ethernet Capture331
Table 120: Ethernet Capture331
Figure 242: Ethernet Capture331
IP Ping332
Traceroute332
Figure 243: Ping332
Analog Record Trace333
Figure 244: Traceroute333
Figure 245: Troubleshooting Analog Trunks333
Service Check334
Figure 246: a Key Dial-Up FXO334
Figure 247: Service Check334
Network Status335
Remote Access335
SSH Access335
Figure 248: Network Status335
Figure 249: SSH Access336
Experiencing the Ucm6200 Series Ip Pbx337

Grandstream Networks UCM6206 - Salesforce CRM Integration

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