💬Communicator Wiki(Installer Setup)

GranSun PBX System Dashboard

• The PBXware System Dashboard gives a real-time overview of important info, including service status, call stats, licensing, app usage, and hardware performance.

• Calls Overview

The Calls Overview shows the number of live calls, calls in the past hour, today's calls, and the percentage of answered calls.

• SIP Registrations

SIP Registrations shows the number of successful, failed, and lagged SIP registrations. You can click on any of these values for more details if they're not zero.

• PBXware Services

The PBXware Services section monitors the status of key system services:

PBXware: Main service for web interface access. PBX Service: Core service for making/receiving calls. PBXware Proxy: Connects to Asterisk Manager for event handling. Push Notifications: Wakes up mobile devices for calls. Chat Server: Manages messaging for desktop and mobile apps. Memcached: Stores data for PBXware Proxy.

• CommunicatorGO(gloCOM) Editions Online

Editions online section displays information on apps registered to PBXware and the editions they use. Note that mobile devices may show inaccurate data because they reduce power consumption by limiting CPU and network activity when apps are in the background. Communicator GO can be disconnected from the server or miss incoming calls when the device enters Doze mode (Android) or suspension (iOS). Doze mode activates after an hour of inactivity on Android, and iOS apps suspend after 10 minutes in the background.

• Extensions Online

Extensions online diagram shows the number of online extensions compared to the total number of PBXware extensions.

• CommunicatorGO(gloCOM) Users

CommunicatorGO(gloCOM) Users diagram shows the number of logged CommunicatorGO(gloCOM) users contrasted to the total number of available licenses.

• Licensing

Licensing section helps to prevent issues with licensing by showing percentage usage information of your PBXware license for extensions, IVRs, Queues, and conferences

• System Hardware Usage

Hardware usage segment shows important information on the current server load, it also helps easily monitor main hardware components such as disk space, CPU, and memory usage.

Disk Usage: Disk usage displays information on current PBXware hard disk usage. CPU: CPU section shows information on current CPU usage on PBXware server. Memory: Memory section shows information on current PBXware memory usage.

Extensions

• This section displays all UADs/Phones registered to the current slave tenant. In a Multi-Tenant PBXware setup, this menu is only accessible while editing a tenant, as the master tenant handles overall system control and tenant management.

• Add Extension: Click the Add Extension icon to open the extension creation screen.

Search: Use the search bar to find extensions by Name, E-mail, Extension number, or MAC address. CSV Download: Export a CSV file containing all existing extensions for the tenant. This file can later be used to import the extensions into another PBXware system.

• System

This section lists all extensions configured for the selected tenant, displaying key details for each registered UAD/Phone:

Name: Full name of the user assigned to the device Extension: Extension number linked to the device User Agent: Device type or model MAC Address: Unique MAC address of the device Status: Current status of the device (Active or Inactive) Protocol: Communication protocol used (SIP) Edit: Opens the extension’s configuration settings Delete: Removes the extension from the system

• Add/Edit Extension

Adding a new system extension involves two steps. First, you select the UAD (User Agent Device) and define the location of the device—either Local or Remote, Remote is most commonly used. If the desired UAD/Phone is not listed, navigate to Settings > UAD, edit the relevant entry, and set its Status to Active to make it available. In the second step, you'll provide basic user information such as name and email address. When creating an extension within a tenant, note that the username will be prefixed with a tenant code, which is required for the device to register. However, once registered, users can still dial others on the tenant using only their extension numbers.

• General

When creating an extension, you can customize several key fields.

The Extension Number is auto-generated but can be changed to any available number (e.g., 112). The Name field sets the user’s full name, which appears as the caller ID on other devices. E-mail is used for sending system notifications like voicemails and PINs, and also serves as a login credential for Online self care(OSC) when paired with the user password.

The Department field groups the extension within mobile or desktop apps like CommunicatorGO(gloCOM).

• Call Rating

VoIP services usually don't charge per minute for domestic calls, making call rating systems unnecessary.

• Authentication

Username: The default username is the extension number prefixed with the tenant code (e.g., 300112 for extension 112 with tenant code 300). This cannot be changed. Secret: The password used for registration with PBXware, which can be edited.

User Password: The password for CommunicatorGO(gloCOM) registration, automatically populated but can be changed.

Show QR Code: Displays a QR code for easier setup with the CommunicatorGO(gloCOM GO) mobile app, which can be scanned for faster registration. Once registered, users will be prompted to change their password, and the QR code button will be hidden.

Password Requirements: Passwords must meet certain criteria, including length, character types, and special symbols. PBXware provides a password generator to assist in creating strong passwords.

PIN: A Personal Identification Number used for account authorization, accessing voice inbox or services.

Additional Notes: Once an extension is created, the Permissions group can be edited. Always type in values for Name and Email; pasting them will require opening Advanced Options to fix missing details. After creation, the Save & Email button will send extension details to the provided email.

Show Advanced Options

• Extensions Advanced Options

The "Show Advanced Options" button expands the page to reveal additional settings for a more detailed configuration. While not all fields in the advanced settings are filled out by our company, the ones we use will be covered throughout the wiki.

Network Related

We use TCP as the preferred protocol, although other options are also supported. Additionally, we ensure that NAT Type is set to Yes. These are the only settings we modify in this section. Save the changes as you complete each field.

Enhanced Services

• In Enhanced Services, all required fields must be updated from red X's to check marks. The star icon indicates that the customer can modify the setting as needed, while the notepad and pencil icon shows where you can edit the field on the PBXware site. The main fields used by our company are Caller ID and Directory/BLF List. Save the changes as you complete each field.

• Caller ID

When editing the Caller ID, it is essential to enter the E-911 number specific to the area. In the Default Caller ID, the business's primary phone number should be entered. Save the changes as you complete each field.

• Directory / BLF List

To add programmable buttons, navigate to the Directory/BLF List and click the Plus button. Select whether the button will be a Speed Dial, BLF, or Call Parking. Then, enter the extension number in the Value field, and the Label field should auto-fill accordingly. Save the changes as you complete each field.

Direct Inward Dialing (DIDS)

• Direct Inward Dialing

Direct Inward Dialing (DID) is used to route all inbound calls—entering the system through trunks—to designated destinations within the system.

• DID List Overview

Tenant Indicates which tenant is using the DID. DID / Channel Displays the DID number or PSTN channel slot. Provider The service provider associated with the DID. Trunk Indicates which trunk the DID is routed through. Destination Specifies the destination within the system, such as an extension or ring group. Status Reflects the current state of the DID and associated SMS service. Status Behavior Status | Calls | SMS Active | Enabled | Enabled If a DID is added and SMS is enabled on the Slave Tenant, it appears in the SMS list and is shown as "Active." If changed later on the Master Tenant, calls may stop but SMS can remain functional.

• DID Icons

Edit Click this icon to modify the DID configuration.

Delete Click this icon to delete the DID from the system.

• Add / Edit DID

To add a new DID, log into the Master Tenant and click "Add DID" to open the DID configuration window.

• General Settings

Tenant

Select the tenant that will use the DID.

Trunk

Choose the trunk to receive incoming calls.

DID/Channel (Start)

DID number or PSTN channel where calls will enter.

E.164 Number (Start)

International phone number format (e.g., 12125559876).

• Advanced Options

Click "Advanced Options" to reveal:

Status

Sets the DID as Active or Not Assigned.

Range

Enable to set a DID range.

DID/Channel (End)

Used only if Range is enabled.

E.164 Number (End)

Used for the end of E.164 ranges.

• DID Groups (Multi-Tenant Mode)

When DID mode is set to “Groups” in the Master Tenant settings, DIDs can be grouped and assigned to tenants. Tenants can then manage individual numbers from the group.

How to Enable Group Mode

Go to Master Tenant > Settings > Tenants

Click "Edit" on the Master Tenant

Click "Show Advanced Options"

Set "DID Mode" to "Groups"

• DID Groups List Overview

Group Name A unique name for the DID Group.

Tenant Tenant assigned to the group.

Range Start / End Start and end of the DID range. Edit

Click to edit DID Group. Delete

Click to delete DID Group.

• Add / Edit DID Group

Group Name Unique name of the group.

Tenant Select which tenant to assign the group to.

DID Range Start / End Define the range of DIDs included in the group.

• DID Destination Settings

Destination Select where incoming calls are routed (e.g., Extension, IVR, Fax to Email, Multi-User).

Value The specific extension, email, or IVR number to route to.

Service Plan Sets billing rules based on destination type.

Call Rating Extension Specify the extension to be charged for incoming calls.

• Additional Options

Operation Times Set business hours and after-hours routing.

CLI Validation & Routing Route based on caller ID.

• Optional Settings

Preserve Original Caller ID Retain the original caller ID when routing externally.

Greeting Set a greeting audio file for the DID.

Strip N Digits Removes defined digits from the incoming number.

Replace Caller ID Set a custom caller ID (e.g., USDID %CALLERID%).

Queue Priority Sets queue priority for inbound calls.

Custom Ringtone Assign custom ringtone for supported devices.

Record Call Enable full-duration call recording.

Notify on Not Answer Send email notifications for unanswered calls.

Auto Fax Detection / Fax Destination Enable automatic fax recognition and route accordingly.

• Operation Times

Enable operation times and define:

Default Destination (e.g., 1000)

Is Voicemail

Greeting (e.g., greeting-afterhours)

Closed Dates

Custom Destinations

Open Dates

CSV Upload / Download / Template Buttons allow you to import/export schedules.

CLI Validation & Routing

Create rules based on Caller ID to route calls to different destinations.

Fields:

Caller ID

Destination

Extension

Match Type (Explicit / Begins With)

• Add DID (Group Mode)

In Group Mode, DIDs are added under the Slave Tenant. The “Tenant” field is replaced by “Group.”

Key Differences:

DID/Channel field becomes an autocomplete dropdown

Max 10 options at once

Reserved DIDs are hidden

Prevents duplicate assignment

Interactive Voice Response(IVR)

• Interactive Voice Response

IVR (Interactive Voice Response) is an automated answering system that interacts with callers, provides menu options, and routes calls based on the caller's selection using DTMF tones via their device keypad.

The main IVR page displays a list of all IVRs configured in the system. You can use the # key to transfer a call to a different destination from within the IVR menu.

• IVR List Overview

Name The name of the IVR.

Number The system-assigned number for the IVR.

Edit Click this icon to open and modify the existing IVR configuration.

Delete Click this icon to delete an IVR. A confirmation prompt will appear: "Are you sure you want to remove XYZ?"

Click OK to proceed with deletion.

Click Cancel to abandon the action.

IVR Search

You can locate a specific IVR by entering part of its name or number in the search field and pressing the Enter key.

Add/Edit IVR

To create a new IVR, click the Add IVR button. This action will redirect you to the IVR configuration page where all settings for the new IVR can be defined.

Note: Before adding a new IVR, ensure a greeting sound is created in advance.

To record a greeting: Dial *301 from a UAD/phone to record directly OR upload a custom file via System → Sounds

• General

IVR Name Enter a unique name to identify the IVR. (This name will appear when viewing the list of IVRs.)

IVR Number Enter a unique number that will be dialed to access the IVR.

Greeting Select a greeting sound file. (The greeting plays when a caller enters the IVR number, e.g., “Welcome. For Sales, press 1...”)

The file name must begin with greeting-***.

To create a custom greeting: Dial *301 from your extension. The new greeting will be timestamped, e.g. greeting-May-17-2020

• IVR Type

Select the desired IVR type:

Standard IVR – Single-digit options (0–9) Multi-digit IVR – Multi-digit options (10–9999999999) PIN-based IVR – Requires a PIN to reach destinations Meeting IVR – Used for joining audio conferences via DID. Callers must follow prompts to enter a Meeting Number and Participant ID.

Note: If Meeting IVR is selected: A pre-recorded system greeting is used The greeting field will be disabled (grayed out) The Play Greeting option controls how many retry prompts are allowed

• Destination Type

Assign a destination type for each key press (e.g., '1' for Sales).

Available destination types include:

IVR – Enter the number of another IVR Queue – Enter the queue number Conference – Enter the conference number Extension – Enter the extension number Ring Group – Enter the ring group number Voicemail – Enter the extension number linked to the voicemail Directory – Enables name-based dialing. The destination field will be disabled.

Note: With Directory, users can dial the first three letters of the first or last name (based on IVR Options). Timeouts are inherited from IVR General Settings.

Remote Access – Choose between ‘Destinations’ or ‘Voicemail’ Fax to E-mail – Enter the number to email the fax to Call External Number – Define the external number to dial CRM Routing – Select a specific CRM rule

• Destination

Specify the target destination for the digit pressed. (e.g., If ‘1’ is pressed and should route to John in Sales, choose ‘Extension’ and enter John’s extension.)

Click the More Options button (gear icon) to access advanced settings.

Depending on the selected Destination Type, the following fields may appear:

Default CallerID Override the incoming Caller ID with a custom label. (e.g., Setting "Lobby IVR %CALLERID%" will show "Lobby IVR 55528790" on phones)

Supported variables: %CALLERID% %CALLERIDNUM% %CALLERIDNAME%

Language Set the language for the selected destination. (e.g., us)

Additional Options by Destination Type

If Queue is selected:

Queue Priority Set the caller's priority in the queue. (1 = highest priority, e.g., 5)

If Directory is selected:

Read Extension Number – System will announce the extension number after the name Search for Name – Choose First Name, Last Name, or Both Department Filter – Filter by department (e.g., None, Sales, Support) Exit Digit – Allow caller to exit the directory at any time (e.g., # or 0)

If Call External Number is selected: Only the Default CallerID option will be available in More Options.

• Advanced Options

Clicking the Show Advanced Options button reveals additional configuration settings for the IVR.

Status Set the IVR status to Off to temporarily disable it without deleting. When disabled, all incoming calls will be redirected to the configured Operator Extension.

Example: If Lobby IVR has its status set to Off, and a user dials the IVR number (e.g., 1003), they will not hear the IVR greeting or menu. Instead, their call will be routed directly to the designated Operator Extension.

Operator Extension Select the extension to receive redirected calls when the IVR status is set to Off.

Example: If Lobby IVR is disabled and John dials its number, the call is automatically forwarded to the extension specified here instead of going through the IVR options.

Disable CallerID (PIN-based IVR only) Enable this option to suppress the Caller ID on incoming calls to this IVR. Note: This option is applicable only when the IVR type is set to PIN-based IVR.

• General Settings

Response Timeout (sec) Specify the number of seconds allowed for the caller to input an IVR option after the greeting has been played.

Example: If this is set to 4, the caller will have four seconds to press an option after the message plays (e.g., “Press 1 for Sales”).

RTP Delay (sec) Set the delay in seconds before the IVR greeting begins playback. This helps prevent the greeting from being cut off.

Example: If this is set to 1, the system will wait one second before playing the greeting. Instead of hearing “..me. For Sales press 1,” the caller will hear the full message: “Welcome. For Sales press 1.” Note: This resolves the issue of partially played audio prompts. A value between 1–3 seconds is recommended.

Digit Timeout (sec) Define the maximum interval between digits when the caller is entering a multi-digit IVR option. Example: If set to 1, the caller has one second to enter each subsequent digit. Dialing 25 requires the second digit (5) to be pressed within one second of the first digit (2), otherwise the system will treat it as 2.

Rings to Answer Set the number of ring tones heard by the caller before the call enters the IVR. Example: Instead of the call being routed immediately to the IVR, you can choose to let the caller hear two or three rings beforehand.

Fax Email Enter the email address where incoming faxes will be delivered. Note: To enable this feature, be sure to activate Fax Detection under: Settings → Protocols → SIP

• Greeting Options

Play Greeting Set how many times the IVR greeting message will be repeated if the caller does not respond. Example: If John enters the Sales IVR and does not press any option, the greeting (e.g., "Welcome. For Sales, press 1...") will repeat the number of times defined in this field before the call is redirected to the Timeout Destination. Note: This is a required field. If the caller does not respond after the defined repetitions, the call will be disconnected or redirected as configured.

Timeout Destination Choose the Extension Number where the call should be redirected if no IVR option is selected within the allotted greeting attempts. Example: If John does not respond after the greeting repeats the set number of times, the call will be forwarded to the Extension specified here (e.g., Reception or Operator).

Is Voicemail Specify whether the Timeout Destination should direct the call to voicemail. Example: Set to No if the destination is a live Extension. Set to Yes if the call should go to voicemail after the greeting attempts are exhausted.

• Operation Times

Overview This section allows calls to be redirected to different PBXware destinations based on the time they are received.

Operation Times Enable or disable time-based call redirection.

Options: Yes – Enables operation time settings. No – Disables operation time settings. Inherit – Applies the operation time settings from a higher-level configuration. Example: Select Inherit to use the Operation Times configured at the system or group level, if applicable.

Default Destination Define the PBXware Extension number where calls are routed during non-working (closed) hours. Example: If the office is closed, all incoming calls can be redirected to Extension 1000.

Greeting Select the audio file that will be played to callers during closed hours. Example: A file such as greeting-afterhours.wav may say, "Our office is currently closed. Please leave a message or call back during business hours."

Open Days Specify the days and hours the IVR is considered operational. Calls received during this time will be routed based on the IVR settings configured in the Add/Edit IVR screen. Note: Calls received outside the defined open hours will be routed to the Custom Destination, or if not specified, to the Default Destination (under Closed Dates).

Custom Destinations Set the PBXware destination for calls received during specific times. Example: Calls received from 12 PM to 1 PM (lunch hour) may be redirected to voicemail or a different Extension.

Closed Dates Define specific dates (e.g., holidays) when all calls are considered outside operating hours. Note: If a specific Destination is defined here, it will override the Default Destination.

Important Note: If users manually override the system using access codes *401 (Force Open) or *402 (Force Closed), the Operation Times rules will be bypassed for that day. These rules will resume as normal after midnight.

• Ringing Type

Ringing Type Select the type of ringing that will be played to the calling party before they enter the IVR. Example: Instead of the caller immediately entering the IVR without any feedback, a ring sound or music can be played from the system's Music on Hold (MOH) class to simulate a natural call flow. Note: This is a required field and should be configured to enhance caller experience.

Music on Hold Select the MOH (Music on Hold) class that will play to callers after they make a selection in the IVR. Example: Once a caller selects an IVR option (e.g. Sales), the MOH class assigned here will play background music or messages while the system connects the call. Note: This is a required field. MOH classes and their associated audio files can be reviewed and managed under: System → MOH

Custom Ringtone Choose a specific ringtone that will be used when the destination device (defined in the IVR) starts ringing. Example: If the caller selects option '3' and the call is directed to a Linksys phone, this phone can ring using a custom tone like <Simple-2>.

• Local Dialing

Dial Local/Network Destinations Enable or disable dialing local network Extensions or proper/mobile phone numbers from the IVR. Example: If this option is set to Yes, the IVR will permit dialing of local network Extensions only. Note: Proper/mobile numbers will be restricted from dialing through this IVR.

Fax Dialing Enable fax-to-email functionality when a local Extension is dialed from the IVR. Example: If John accesses the IVR and dials a local Extension (e.g. 1025) while this option is enabled, a fax tone will be generated. The system will then accept the fax and send it to the email address associated with that Extension.

Enable Range Limit Specify whether to limit which Extensions can be dialed based on a defined range. Options: Yes – Only Extensions within the specified range can be dialed No – All Extensions are accessible Not Set – No restriction is applied

Start At Define the beginning of the allowed Extension dialing range. Example: If set to 1000, dialing from the IVR will only be allowed for Extensions beginning at 1000.

End At Define the end of the allowed Extension dialing range. Example: If set to 2000, only Extensions up to and including 2000 will be reachable via the IVR.

Exclude List Specify individual Extensions that should be blocked from dialing, even if they fall within the allowed range. Example: If Extension 1005 is entered here, it will not be reachable from the IVR despite being within the defined range (1000–2000).

• Permissions

Permissions control which users are allowed to access the IVR. This feature is particularly useful for restricting IVR access to specific Extensions, such as requiring valid account numbers, but it can be adapted for other use cases as well.

Account Access Only Enable or disable restricted access to the IVR for specified PBXware Extensions only. Example: If this option is set to Yes, only Extensions listed in the Account List will be permitted to enter the IVR.

Account List Define the list of local Extensions allowed to access the IVR. Example: If John calls the IVR but his Extension number is not included in this list, the call will be transferred to the defined Sales Extension instead. NOTE: This is a required field when Account Access Only is enabled. Extensions must be separated by a single space (e.g. 1001 1002 1003).

Sales Extension Set the Extension number to which callers will be redirected if they are not on the Account List. Example: If John is not authorized to access the IVR, he will be automatically transferred to the Extension defined here (e.g. 1005). NOTE: This is a required field when Account Access Only is enabled.

• Multi-digit IVR Codes

The main distinction between a Standard IVR and a Multi-digit IVR is that the latter accepts two or more digits as input (e.g. numbers from 10 to 100). While Multi-digit IVR offers greater flexibility and a wider range of options, some advanced features are not available.

Access Code Displays the multi-digit code used to access a specific IVR Destination.

Example: 12345789

Description Provides a brief description or label for the access code.

Example: Test

Destination Specifies the Destination (Extension number, voicemail, etc.) where the call will be redirected after entering the access code. Example: 100

Click the edit button to edit the selected Access Code entry. Click the X button to remove the selected Access Code entry. NOTE: After clicking the delete button, a confirmation prompt will appear: "Are you sure you want to remove XYZ?" - If Cancel is clicked, the action will be aborted. - If OK is clicked, the Access Code will be permanently deleted.

Search

Search Users can locate specific Access Codes by entering text into the search field and pressing the Enter key.

Clicking the Add Access Code button will redirect the user to a configuration section, where all parameters for the new Access Code can be defined.

• Add/Edit Access Code

Access Code Enter the code that users will dial from the Multi-digit IVR to be transferred to a specific PBXware Destination.

Description Provide a short label or note describing the Access Code and its associated Destination. This field is for administrative reference only.

Example: This code sends callers to Sales (Ext. 1000) NOTE: This is a required field, visible only to administrators.

Destination Choose the PBXware Destination where the call will be routed when the Access Code is dialed. Example: John enters the Multi-digit IVR and dials 99. If this Access Code is configured to transfer to Extension 1000, the call will be routed there.

• PIN-Based IVR

PIN-based IVR allows dialing local or remote Destinations by providing a pre-set IVR PIN number. This IVR type is commonly used for temporary cases where access control is needed only for a limited time. PINs can have an expiration date, after which they are no longer valid. NOTE: PIN-based IVRs do not support some of the advanced features available in other IVR types.

PIN Displays the IVR PIN number that users must enter to proceed.

Description Displays a short label to describe the purpose or use of the PIN.

Expiry Date Displays the date when the PIN will no longer be valid. TIP: If the PIN entry is grayed out and the Expiry Date is underlined, it means the PIN has expired.

Destination Displays the PBXware Destination to which the call will be routed after the correct PIN is entered.

Click the edit button to edit the existing PIN configuration.

Click the X button to delete an existing PIN.

NOTE: Upon clicking the delete button, a warning message will appear: "Are you sure you want to remove XYZ?" If the user clicks Cancel, the action will be aborted. If OK is clicked, the selected PIN will be permanently removed.

Bulk Uploading PINs Click this button to upload a CSV file containing multiple PINs and Destination codes at once.

Steps: Click the Browse button to locate your .csv file. Click Upload to add the PINs from your file to PBX.

• Add/Edit PIN

PIN Define a unique PIN number that will be requested during the IVR process. John dials the local IVR '1003' and is prompted to provide a PIN. After entering 1234, PBX will dial the number specified in the 'Destination' field. NOTE: This is a required field, and the PIN entered here should be provided when requested by the IVR.

Description Enter a short description of the PIN for easy identification. Example: John's Mobile Number or Test NOTE: This is a required field and helps describe the purpose of the 'Destination' number.

Expiry Date Define the date until which the PIN will be valid. Once expired, the PIN will no longer function. NOTE: This is not a required field, but users are strongly encouraged to set an expiry date by clicking the 'Calendar' icon and selecting the date, or manually entering it in the 'dd-mm-yyyy' format.

Destination Select a destination from the drop-down menu to be dialed once the correct IVR PIN is entered.

• IVR Tree

An IVR Tree is a more graphically oriented version of an IVR, offering a visual representation of the IVR's structure.

Once the Create button is clicked, users will be prompted to enter an IVR name and Extension. After that, the IVR will be available for further editing.

After an IVR Tree is created, users can select it from the drop-down menu and click the Edit button to continue configuring it.

IVR Tree Actions

Name Enter the IVR name.

Extension Enter the IVR Extension number.

Number of Rings Define the number of rings before the caller enters the IVR.

Response Timeout (sec) Define the time period in seconds during which an IVR option must be dialed by the user.

Digit Timeout (sec) Define the timeout in seconds during which a new digit must be dialed. NOTE: This option is useful when 'Local dialing' is turned on.

Selection Timeout (sec) Define the timeout in seconds during which the selection must be made.

Direct Access If ticked, this option disables direct access to this IVR, meaning that the IVR can only be accessed through another IVR.

Local Dialing Enables the user to dial local Extensions while inside the IVR. The other two options in the menu are as follows: Delete: Click this button to delete the selected IVR. Save: Click this button to save the changes. NOTE: The 'Save' button must be clicked after every change for it to be applied.

• IVR Tree

The main part of the IVR Tree consists of 'Actions' and 'Selections'. These can be added by clicking the plus icon and deleted by clicking the Delete button next to it. Actions will be executed in the order they are placed on the list.

When 'Action' is selected in the IVR Tree section, users can add the following actions:

Dial Local Extension: Dial a local Extension set in the 'Extension' field. Dial Remote Extension: Dial a remote Extension set in the 'Destination' field. Dial Voicemail: Leave a voicemail for the given Extension. Check Voicemail: Check voicemail for the provided Extension. Go to Context: Move to the given 'Context' and 'Extension', e.g., 'Context' -> 'time', 'Extension' -> '222'. Start Recording: Start recording the conversation. If 'Silent recording' is ticked, the user won't hear an announcement. Set Queue Priority: Set the priority when entering a Queue. Set Language: Set the language used in the IVR. Use two-letter notation, e.g., 'us'. Play Sound: Play a sound file. You can select the language for the file and enable DTMF tones or keypad input. Change CallerID: Change the user's CallerID. Wait: Wait for a given number of seconds before proceeding. Busy Signal: Play a busy sound to the caller. Hangup: End the current call. When 'Selection' is chosen, users can add various selections, such as 'Selection 0' to 'Selection *', along with 'Invalid Selection' or 'Timeout Selection'.

Once a selection is made, the following destination types can be selected: Go to IVR Tree Local Destination Remote Destination Voicemail Ring Group Queue IVR

Destination Select the PBX Destination applicable to the selected destination type. Example: If 'Go to IVR Tree' is selected as a 'Destination', select the applicable IVR Tree number. For 'Invalid Selection' or 'Timeout Selection', the configuration will differ as shown in the screenshots.

Invalid Selection Sound File: Select the sound file to play when an invalid selection is made.

Timeout Selection Sound File: Select a sound file for when the timeout selection is reached.

Destination: Select the appropriate PBXware Destination, such as 'Go to IVR Tree', and select the applicable IVR Tree number.

• IVR Tree Graph

Once the IVR Tree is created, users can click the IVR Tree Graph in the sidebar to view a graphical representation of the IVR Tree.

Dial Groups

• Dial Groups

Dial Groups are used to group multiple UADs/Phones into a single network Destination. Each Dial Group is assigned a group number which, when dialed, rings all Extensions assigned to that group simultaneously.

Search: The search bar allows administrators to quickly filter a large number of Dial Groups by entering the group’s name or number. Simply begin typing the group name or group number, and the list will automatically update to show matching results.

Group Name: Displays the name assigned to the Dial Group.

Group Number: The Extension number associated with the Dial Group. Once dialed, all Destinations assigned to the group will ring.

Destinations: Extension numbers assigned to a Dial Group. All listed Destinations will ring simultaneously when the group number is dialed.

Last Destination: The final fallback Extension to be called if none of the Destination Extensions answer.

Edit: Click the Edit icon to modify the Dial Group configuration.

Delete: Click the Delete icon to permanently remove a Dial Group from the system.

• Add/Edit Dial Group

Clicking on the Add Dial Group or Edit button will open the following configuration options: Dial Group Name: Set a name for the Dial Group.

Dial Group Number: Set the number that will be dialed to reach this Dial Group.

Destinations: List the Extension numbers to be associated with the Dial Group, separated by commas. All listed Extensions will ring simultaneously.

NOTE: If all Destinations fail after timeout, the Last Destination will be called.

Incoming Limit (per call): Set the number of times a single call can enter this Dial Group. This prevents call loopbacks between groups.

NOTICE: System-wide limitation for these loops is 10.

• Advanced Options

These options fine-tune Dial Group behavior and call handling.

Greeting Sound file played to callers when the Dial Group is dialed.

Answer on undefined greeting If enabled, the Dial Group will not answer until a proper greeting is selected.

Timeout Message Sound file played to the caller if no extensions answer. Must begin with announce-.

Loops Number of times to repeat ringing all extensions if there is no answer.

Looping Mode Defines how the call cycles through extensions:

Per Extension: An extension rings multiple times before moving to the next.

Circular: Each extension rings once per loop.

Timeout (sec) Duration all extensions ring before a timeout occurs.

Force Dial Group Timeout If enabled, the Dial Group timeout takes priority over individual extension timeouts.

Dial Options Additional call settings like music on hold, set using specific syntax (e.g., m(default)).

Store Unanswered CDRs Controls whether unanswered call records are stored in call reports.

Ring Strategy Defines how the system rings extensions:

All Least recent Round Round Memory

Note: Maximum of 30 extensions can be dialed simultaneously when using the ‘All’ strategy.

Custom Ringtone Set a custom ringtone for phones in this Dial Group.

Replace Caller ID Overrides the Caller ID for incoming calls to the Dial Group. Supports variables like %CALLERID% and %CALLERIDNUM%.

Call Rating Extension Assigns a billing extension for all outbound call expenses from this Dial Group.

Local Destinations PBD Skip (6.6.1) If enabled, PBD PIN is skipped only if all destinations are considered local.

Disable Member Enhanced Services (6.7.3) If enabled, Enhanced Services on member extensions may not apply to ERG-passed calls.

Use Original Caller ID for External Calls (6.6.1) If enabled, preserves the original Caller ID for external dialing.

• Operation Times

This section defines the operational hours during which the system is considered open or closed. Based on these hours, incoming calls can be automatically redirected to different PBXware destinations.

Uploading and Downloading Configuration

Administrators can manage operation time settings using CSV files. The "CSV Upload" button allows for the import of configuration data, while the "CSV Download" option exports the current configuration for review or backup purposes.

Activation

Operation Times functionality can be enabled or disabled. Additionally, there is an "Inherit" option, which applies operation time settings from a higher-level entity, such as the server or tenant, allowing for streamlined configuration across multiple instances. This option simplifies management by reusing centralized settings instead of requiring individual configuration at every level.

Default Destination Handling

If a call is received outside of configured operational hours and goes unanswered by the dial group, the system redirects the call to a predefined destination. An optional voicemail setting can redirect calls directly to voicemail instead of ringing the extension.

Greeting Behavior

During closed periods, a designated greeting sound file can be played to inform callers of the closure or provide further instructions. This file can be customized as needed.

Advanced Options

Closed Dates: Specific dates (e.g., holidays) can be defined as exceptions during which all incoming calls are redirected. If a custom destination is defined for a specific date, the call is sent there instead of the general default destination.

Custom Destinations: Calls received during non-working periods (e.g., weekends) can be routed to a specific PBXware MT extension provided in the configuration.

Open Dates: Define standard business hours during which calls should be handled as normal. Any call received outside these time ranges is automatically redirected according to the set rules.

• Recording

This section controls the call recording functionality for the system.

The call recording service can be enabled to automatically record all incoming and outgoing calls associated with the dial group. When using call recording across many extensions, it's important to monitor disk usage periodically to ensure sufficient storage is available.

Administrators may choose whether or not to notify call participants that the call is being recorded. When the silent mode is disabled, a message such as “This call is being recorded” will be played at the beginning of the conversation.

For reference, recording file sizes vary based on the selected audio format and recording content. On average, a 60-second audio recording uses the following disk space:

WAV49: ~84 KB

WAV: ~830 KB

GSM: ~84 KB

These values can vary slightly depending on audio content and silence levels.

• Exit Digit

The Exit Digit feature allows callers to manually transfer their call while waiting in a dial group. When the configured digit is pressed during ringing, the call is immediately redirected to the designated Exit Destination, which must be an extension within the PBX system. This enables callers to bypass the ring group if they know where they want to be routed.

A drop-down menu is available for selecting the Exit Destination.

The Last Destination

The Last Destination is used when none of the extensions in the dial group answer the call. After the timeout or configured looping ends, the system transfers the call to this fallback extension.

You may also choose whether this fallback destination should redirect the call to a voicemail box instead of a standard extension.

• Incoming Call Confirmation

Incoming Call Confirmation allows the system to prompt the dialed extension to confirm whether they want to accept or reject a call from the dial group. When enabled, the recipient is asked to acknowledge the call before it is connected.

You can specify a custom confirmation message to be played to the recipient. This message should be a sound file that begins with the prefix rg-announce-.

Additionally, a call answered message can be configured to play if the recipient attempts to accept the call after it has already been answered by another extension. Custom sound files for this scenario should begin with the prefix rg-late-announce-.

Voicemail

• Mailboxes Overview

Each extension has its own voicemail, or standalone mailboxes can be created.

Found on Slave Tenant only.

• Lockout Feature

After failed PIN attempts (e.g., 3), the mailbox is blocked until manually unblocked.

Mailbox Details Displayed:

Name – Full name of the user.

Mailbox – Mailbox number (extension).

Domain – Context the mailbox belongs to.

Functions:

Edit – Modify configuration (not for system extensions).

Delete – Remove mailbox.

Transfer to voicemail between tenants – Dial *125XXXYYY (XXX = tenant, YYY = ext).

• Accessing Voicemail

From Any Extension:

Dial *124

Enter the Mailbox Number

Enter the PIN

Voicemail Menu Options:

Press 1 – New/Old messages

Press 2 – Change folders (New, Old, Work, Family, Friends)

Press 3 – Advanced Options

Press 0 – Mailbox Options (Record greetings, change password, etc.)

Press * – Help

Press # – Exit

• Search Mailboxes

Search by: name, number, or email.

• CSV Uploads

Upload CSV to add mailboxes quickly.

Format: Mailbox number,Name, PIN, Email

Template available for download.

• Add/Edit Voicemail Mailbox

Required Fields:

Mailbox – Unique number (e.g., 5001)

Name – Full user name

PIN – 4-digit authentication code

Email – For voicemail notifications

Optional/Advanced Settings:

Password – For OSC login (must meet complexity requirements)

Language – For voicemail prompts

Send Email – Enable/disable email alerts

Transcribe Content – Enable transcription to text

Carbon Copy/Pager Email – Additional notification addresses

Greeting Message – Plays before recording

Skip Instructions – Skip “how to leave a message” prompts

Attach – Send voicemail as audio attachment

Delete After Emailing – Delete message post-email

Say Caller ID – Announce caller's number

Allow Review Mode – Let callers replay/edit message before saving

Allow Operator – Press 0 to reach operator

Operator Extension – Extension to connect to if 0 is pressed

Play Envelope Message – Announces date/time of message

Hide From Directory – Hides this extension from directories

Rings to Answer – Number of rings before voicemail starts

Voicemail Delay – Time delay before greeting plays

Timezone – For timestamp display

Allow OSC Access – Allow specified extensions to access this mailbox

Call Notifications

• Enable

Enables call notification feature.

Notify Destinations Settings:

Notify Destinations – Extensions to call upon new voicemail

Ring Type – ALL or SINGLE

Ring Time – How long each extension rings (default: 32s)

Retry Count – Number of retry attempts (default: 0)

Retry Delay – Time between retries (default: 1 min)

Retry if Not Accepted – Keeps retrying until user listens to voicemail (via IVR)

• Voicemail Groups

Voicemail Group Details:

Group Name – Name/label for the group

Group Number – Number to leave group voicemails

Mailboxes – List of assigned mailboxes (comma-separated)

Greeting – Played before message is recorded (must start with 'vm-greeting')

Incoming Limit – Limits call loop entries to avoid infinite voicemail loops

• Managing Messages

Message List Options:

Move – Move to another folder

Forward – Send to another extension

Listen – Play message in-browser

Download – Save message as file

Delete – Remove message

File Renaming

Deleted messages trigger re-sequencing (e.g. msg0004 becomes msg0003)

• Search Voicemails

Use drop-down to filter by Mailbox.

Filter messages by folder (e.g., New, Old).

• Voicemail Options Menu (In-App)

Move – Sort messages into folders

Forward – Send message to another mailbox

Listen – Stream message

Download – Export as file

Delete – Remove from system

Monitoring

Monitoring Extensions This section shows all active extensions in real time, with key details and controls.

Displayed Extension Details:

Select All: Check this box to select all online devices at once

Name: User’s name (e.g., Peter Doyle)

Extension: Shows the protocol and extension number (e.g., SIP/2002)

IP Address: Device IP and port (e.g., 192.168.1.1:5060)

Clicking the IP opens the phone’s web interface (if supported)

Status: Device status — Online or Offline

User Agent: Phone model and firmware version (e.g., Yealink SIP-T41S)

DND: Shows if Do Not Disturb is enabled

On Call: Shows a headset icon if the user is currently on a call

You can take actions like transferring or hanging up calls directly from here.

Search and Refresh Options (Extensions):

Refresh: Set how often the list updates (e.g., every 10 seconds)

Status: Filter by All, Online, or Offline

Search: Filter by Name, Extension number, User Agent, or IP Address

Actions (Extensions):

Transfer: Move a live call to another extension

Example: Transfer a call from Extension 1001 to 1005

Hangup: End the selected call

Reboot: Reboot the device (may require provisioning to work)

Monitoring Apps This view shows only extensions using CommunicatorGO or other supported apps, updated in real time.

Displayed App Details:

Name: Name of the user/extension

Extension: Protocol and extension number

IP Address: IP and port the app is connected from

App: App name and version

Edition: Type of app (Business, Mobile, etc.)

On Call: A headset icon appears if the user is currently on a call

Call actions like transfer and hangup are available here as well.

Search and Refresh Options (Apps):

Refresh: Choose how often to refresh data

Edition: Filter by app edition

Search: Filter by Name, Extension, or App

Actions (Apps):

Transfer: Move the active app call to another destination

Hangup: End the current app-based call

Live Calls Shows all active calls happening in real time.

Live Call Info:

From: Extension name and number of the caller

To: Extension name and number of the receiver

Call Duration: How long the call has been ongoing

Search and Refresh Options (Live Calls):

Refresh: Set how often data refreshes

Hangup: End a selected live call

Reports

CDR (Call Detail Records) This section shows detailed information about all calls made through PBXware MT. You can search, filter, and interact with live call data.

Call Details

Tenant: Shows which tenant the call was made from (e.g., 300)

From: Extension that made the call (e.g., 1001)

To: Extension that received the call (e.g., 1004)

Date/Time: When the call happened

Duration: Call length in hh:mm:ss format

Call Rating: Time that was billed

Cost: Total price of the call

Status: Call result – Answered, Not Answered, Busy, or Error

Caller ID: The caller ID used on outbound calls

Recording Icon: Appears if the call was recorded and recording features are enabled

Recording Playback Recordings may be stored locally or remotely.

Standard Icon: File is accessible and can be deleted locally

Service Icon: File is stored remotely and cannot be deleted

Supported storage services:

Amazon S3

FTP / SFTP

Google Drive

Microsoft OneDrive

Dropbox

Icons only show if a recording exists. You must have the correct license.

Search & Filter Options

Date Range: Choose dates to search within

From/To: Filter by extension or trunk

Status: Filter calls by result

ID: Toggle between Unique ID and Linked ID to trace call chains

Tenant: Filter by tenant

Show Rated Calls Only: Show only billed calls

Show Recorded Calls Only: Show only calls that were recorded

Search Field: Enter keywords like IP, extension, or device name

Actions

Listen: Play or download a recording

Call: Start a test call between two extensions

Caller: Who made the call

Destination: Who received the call

Print: Print selected call records

Email: Send the current view or selected records via email

Download CSV: Export results to a .csv file

Delete Recording: Remove the call recording (if allowed)

CLIR (Command Line Interface Record) Shows detailed technical call logs for support and troubleshooting. Also includes license warnings for channel limits.

Email CLIR: Send logs to an email address

View CLIR: Opens call log details in a popup

Auto Provisioning This page logs all provisioning requests made by devices (UADs).

Log Columns:

Tenant: Tenant the request came from (if unknown, shows “–”)

Date: Time of the request

User Agent: Device information

IP Address: IP address and country (if detected)

MAC Address: Unique ID of the phone

Protocol: HTTP, HTTPS, or TFTP

URI: Path requested

Status: HTTP response code (e.g., 200 = OK)

Message: Description of the status

Filtering Options:

Filter by Tenant, Date, Protocol, or Status

Use the Search Input to search by IP, MAC, User Agent, or URI

Statistics

GranSun PBX Statistics Module: Training Guide

Overview The Statistics module shows detailed call data. Admins can use it to review call counts, durations, and trends.

Accessing the Statistics Module Go to the Statistics section in the GranSun PBX interface.

Using the Daily Statistics View The Daily tab shows:

Total number of calls per day

Average call duration

Graphs showing call activity

Steps: Choose a Date Range using presets like:

Today

Yesterday

Last 7 Days

Last 30 Days

This Month

Apply Filters (Optional) You can narrow results by using filters:

From: Show calls from specific numbers

To: Show calls to specific numbers

CallerID: Filter by caller ID

Trunk: Filter by trunk name

Filter match types:

Equals: Exact match

Begins with: Starts with specific digits

Contains: Includes certain characters

Ends with: Ends in specific digits

Example: To find calls starting with 101, set From to Begins with and enter 101.

Understanding the Results After filters are applied, the system shows:

Total Calls: How many matched

Average Duration: Average call length

Graphs: Visuals showing call trends over time

Advanced Options Click Show Advanced Options to unlock more filters:

Filter by CallerID

Filter by Trunk

Exporting Data Use the Export button to download results for reports or analysis.

Tips for Best Use

Use Multiple Filters: Combine filters for more specific results

Check Regularly: Monitor statistics often to spot issues early

Respect Privacy: Follow data privacy laws when handling call records

Conference

GranSun PBX – How to Set Up a Conference

View Existing Conferences Go to the Conferences section to see a list of all current conference rooms.

You can Edit or Delete any listed conference.

Search for a Conference Click Search and type in the Name or Number of the conference.

Add a New Conference Click Add Conference and fill in the required fields:

Conference Name (e.g., “Sales Team”)

Conference Number (e.g., “2255” – this is the dial-in number)

Conference Group (optional – select if you’ve already created one)

Set Advanced Options (Optional but Recommended) Click Advanced Options to fine-tune the conference settings:

Max Users: Limit number of attendees

Conference PIN: Require a PIN for access

Admin PIN: Allows specific users to control the conference

Marked User PIN: Marks a user as a “leader” with special rights

Language: Pick announcement language (default is English)

Rings to Answer: Delay before joining starts

RTP Delay: Small audio delay (1–3 sec) to prevent cut-off greetings

Color: Set a color label in the CommunicatorGO app

Send Email After Conference: Automatically email the recording

Notification Email: Where the recording is sent

Note: "Auto MP3 Conversion" must be enabled for emailed recordings to work.

Create a Conference Group (Optional) To set up user permissions:

Go to: Conferences → Groups

Click Add Conference Group

Enter:

Group Name (e.g., “Managers”)

Users (add extension numbers like 101, 102)

Conference Options You Can Enable (Checkbox Settings)

Announce User Join/Leave: Play names when users enter or exit

Quiet Mode: No sounds when users join or leave

Record Conference: Automatically save a recording

Enable Music on Hold: Play music while waiting

Present Menu: Press * in the conference for menu options

Announce Number of Participants: Say the count of people in the room

Close Conference When Last Marked User Leaves: Ends the call when the leader leaves

Wait for Marked User Before Talking: Others can’t speak until the leader joins

Mute External Callers on Join: Automatically mute outside callers

Manage User Access

To allow all users, check Enable All Users

To limit access, choose specific extensions from the dropdown and click + to add them

Set Up and Manage Meetings

PBXware 7 MT – How to Set Up and Manage Meetings (Simplified)

Access Meetings

Choose the Tenant first

Click on Meetings in the side menu

Note: Meetings can only be managed in Slave Tenants

Create a Meeting

Go to: Home → Meetings → Create Meeting Fill out the required fields:

Meeting Name

Date and Time (must be in the future)

Time Zone

Organizer (select an extension)

Optional settings:

Description

Duration

Public or Private

Recurrence (Daily, Weekly, Monthly, or None)

Click Save to create the meeting

Add Participants

After creating the meeting:

Click Manage Participants

Select extensions to invite

Click + to add them

Note: The organizer cannot be removed

Assign Co-Organizers

To promote someone:

Click + next to their name

To remove co-organizer status, click –

Understand Recurrence Options (Optional)

Daily: Repeat every 1 to 90 days

Weekly: Repeat every 1 to 12 weeks, choose weekdays

Monthly: Repeat by specific date (e.g., 20th) or by day (e.g., 2nd Monday)

No Recurrence: One-time meeting only

View Meetings

Scheduled: See upcoming meetings

Recent: View past meetings

Date Range: Filter meetings between selected dates

Fax Management

PBXware Fax - Step-by-Step Guide

Viewing Faxes

Received Faxes: Go to the Received section to view incoming faxes. You’ll see:

Sender (RSID) and Caller ID

Destination (email or extension)

Date/Time, Pages, and File Size

Actions:

Download the fax as a PDF or TIFF

Delete any unneeded faxes

Sent Faxes: Go to the Sent section to view outgoing faxes. You’ll see:

Sender Extension and Destination Number

Pages Sent, Status (Success/Fail), and Date/Time

Actions:

Download as PDF or TIFF

Delete if needed

Tip: Icons show if the fax was sent locally or to a remote destination.

Configuring a Cover Page

Steps:

Go to Cover Page Settings

Set up:

Page Size: A4, Legal, or Letter

Company Name: Will appear on the cover page

Company Logo: Upload a JPEG file

Language: Choose if more than one is available

Use the PDF Preview to check how the cover looks

Managing Caller IDs for Fax

Steps:

Go to the Caller IDs section

Options:

Add manually or Upload a CSV (format: CallerID,Label)

Edit or Delete existing Caller IDs

Search for specific Caller IDs

Download CSV Template to help with setup

Caller IDs let users choose which number shows when sending a fax through CommunicatorGO.

Fax System Settings

Adjust how faxing works on the system:

Modems: Choose supported modem types

Min/Max Rate (bps): Set how fast faxes are sent

ECM (Error Correction Mode): Turn on for automatic error fixing

E-mail to Fax (Sending Faxes via E-mail)

Steps:

Turn the feature on in Settings

Set up Authentication:

Basic (standard login)

OAuth (Google or Microsoft)

Fill in Server Info:

IMAP Host, Port, Encryption Type, Username, Password

Set the Mailbox (default is INBOX)

Choose a Caller ID

Configure Retries & Timeouts:

Max Retries: Number of times it tries to send

Requeue Timeout: Delay before retry

Important Rules:

Email Subject = fax number (e.g., 032445231)

Attachment must be a PDF

Max Attachments = 5

Any non-PDF attachment will be ignored

E-mail Notifications (Optional)

Enable email alerts for fax success or failure

Set a From Address

Customize templates under: Settings → Email Templates → Email to Fax

Trunks for E-mail to Fax

Choose a Primary, Secondary, and Tertiary trunk just for sending faxes via email

E-mail Whitelist

Control who is allowed to send faxes by email:

Add specific email addresses

Add full domains (e.g., @gmail.com)

Or allow all

Tip: Use @domain.com to approve everyone from that domain

Routes

Step-by-Step Guide to GranSun PBX Routes

Accessing the Routes Section This is where you define how calls are routed based on number patterns or destinations.

Navigate to: Settings → Tenants → Master Tenant → General Settings → Routing Mode

Routing Modes Available:

E.164 Routing Mode: Uses international phone number format (E.164)

Simple Routing Mode: Uses flexible dialing patterns, not restricted to international format

E.164 Routing Mode This mode uses the global E.164 format for all phone number destinations.

a. Managing the Daemon Database

Update Daemon Database: Refreshes stored destination data

Import Database: Pull updated destination info from a central source using an Import URL

Export Database: Save and export the current destination data

Tip: Update and import regularly during maintenance. Report unreachable numbers to your admin.

b. Viewing and Managing Routes

Routes are listed alphabetically. Click a letter to browse destinations starting with it

Destination Groups include:

Special Service

48 States

Toll Free

Alaska

Hawaii

Use Show Hidden Groups to see groups that are normally hidden

c. Adding or Editing Destinations

Destination Name: A label for the route (e.g., “All proper destinations”)

Destination Code: Numeric code (e.g., 442 for UK numbers)

Route: Pick which country or group this belongs to

Destination Type: Group it into types like “Proper” or specific carriers like “O2”

Simple Routing Mode Offers more flexible routing using digit patterns instead of international formats.

a. Adding or Editing Routes

Route Name: Name the route (e.g., “Mobile”)

Start Digits: The first few digits that trigger this route (e.g., “06”)

Required Length: Total number of digits expected in the full number (e.g., “9”)

Required Regex: (Optional) Add a regular expression for finer control (e.g., “06[1-5]”)

Prefix: A number to add before the dialed number (e.g., “0044”)

Strip Start Digits: Choose whether to remove the start digits (Yes/No)

b. Operation Times

Enable Operation Times to manage business hours

PIN: Require a PIN for calls during these times

Greeting: Play an audio message when calls come in outside open hours

Open Days: Set normal working hours

Closed Dates: Define full-day closures with alternate routing

Special Routes Use special routes for calls like emergency numbers or internal services.

Name: Name for the special route (e.g., “Test”)

Number: The exact number for the route (e.g., “80”)

Destination Type: Select what kind of target this number goes to (e.g., Trunk)

Destination: Pick the final route destination (e.g., “Alaska”)

Type: Category like “Info Service”

Old special routes will be automatically updated to the new format.

Destination Groups These group destinations by country, service type, or carrier.

Destination Group: Name the group (e.g., “48 States”)

Add/Edit: Create or change groups

You can only delete a group if it's not assigned to any route

Disabled Routes Use this to block calls to certain numbers or patterns.

List the numbers one per line

To block patterns using regular expressions, add an underscore (e.g., _001[2-9])

Least Cost Routing (LCR)

Step-by-Step Guide to Cost Routing (LCR) in GranSun PBX

Accessing the LCR Section LCR helps you choose the cheapest and most reliable way to route calls through your available trunks.

Navigate to: System → LCR

Understanding LCR Configuration

System Default LCR: On each tenant, you can choose to use the Master Tenant's default LCR settings.

If Use System Default LCR = On, tenant settings are ignored

If Off, the tenant can have its own custom LCR setup

Configuring Routes

Routes: All possible destinations are listed in alphabetical order. Click a letter to view routes that start with that letter

Destination Groups: Categories for destinations (like):

Special Service

48 States

Toll Free

Alaska

Hawaii

Assigning Trunks to Routes

For each destination, you can assign up to three trunks:

Primary Trunk: Used first

Secondary Trunk: Used if the primary fails

Tertiary Trunk: Used if both primary and secondary fail

This helps ensure calls go through even if one trunk is down or unreachable.

Uploading and Downloading Rates

CSV Upload: You can bulk upload destination group rates with a CSV in this format:

"Code","Route","Destination","Outbound","Inbound","Inclusive","Call Rating","Minimum Charge","Connection Charge" CSV Download: Export the current rate list for review or backup

Download CSV Template: Download a sample file with the correct headers to help you build your own

Managing Destination Groups

Each country or region can have multiple Destination Groups (linked to different providers).

You can add or edit these groups as needed

You can only delete a group if it isn’t assigned to any route

Disabling Specific Routes

To block calls to certain destinations:

Add them to the Disabled Routes list

List each number or route on a new line

Use regular expressions by starting the line with an underscore (_)

Example: _1900.* to block all premium-rate numbers starting with 1900

Service Plans

Step-by-Step Guide to Service Plans in GranSun PBX

Accessing Service Plans Service Plans help define how calls are billed and what features are included for each extension.

Navigate to: System → Service Plans

Service Plans are optional, but they help improve user experience by applying preset settings and rates to extensions.

Creating or Editing a Service Plan When you add or change a service plan, you can set the following options:

Service Plan Name: Give the plan a unique name (e.g., “Euro”)

Time Based Dialing (TBD): Charge different rates depending on the time or day (like weekends vs. weekdays)

Minimum Charge: The smallest amount charged per call (applies after any grace period)

Connection Charge: A one-time fee applied when a call connects

Connection Charge per Destination Group: Choose whether charges vary by call destination

Total Inclusive Minutes: Set how many free minutes each user gets with this plan

Grace Period (sec): Calls shorter than this won’t be charged

Call Rating Increment: Choose how to count call time:

MINIMUM_CHARGED: Charge a set amount of time no matter how short the call is

CHARGE_EVERY_$_SECONDS: Charge in steps after an initial period (e.g., “30/6” means first 30 seconds are charged, then every 6 seconds after)

Managing Rates Rates control how much calls cost depending on where they go. These can be managed manually or uploaded.

In E.164 Routing Mode:

CSV Upload: Upload a file with destination rates. Format:

"Code","Route","Destination","Outbound","Inbound","Inclusive","Call Rating","Minimum Charge","Connection Charge" Download CSV: Export the current rates

Download CSV Template: Get a blank template to help build your rate list

Routes: Browse and edit destination group charges alphabetically

If Time Based Dialing is used, you must enter rates for all time-based rules too.

Applying Service Plans to Extensions Assign a service plan to an extension to automatically apply all settings and rates.

Inclusive Minutes Reset: Pick when free minutes reset (monthly, etc.)

Limits and Notifications:

Enable Limits: Turn on usage limits

Soft Limit: Sends a warning email when nearing the limit

Hard Limit: Blocks calls if the limit is passed

Notification Email: Where limit warnings should be sent

These settings help prevent overuse and surprise charges.

Apps

Step-by-Step Guide to the Apps Section in GranSun PBX

Accessing the Apps Section This section manages app permissions and settings for CommunicatorGO (also called gloCOM) for each user.

Navigate to: Master Tenant → Apps

Overview Tab Shows all extensions and which version of CommunicatorGO (gloCOM) each one is using.

What you can do:

Download CSV: Export a list of users and their assigned apps

Manage Editions: Change or review which version of the app is given to each extension

Tip: By default, all editions might be available. It's a good idea to limit them based on what the user needs to save licenses.

Templates Tab Lets you set app permissions for entire departments at once.

Steps:

Select Department

Assign Editions: Pick which versions (Business, Mobile, etc.) users in that department can use

Assign Modules: Choose extra tools like CRM if needed

Save Settings

Important: If you change a single user’s settings manually, they won’t follow the department’s template anymore—unless you reapply it using Batch Mode.

Batch Mode Tab Use this to update many extensions at the same time—either using templates or custom settings.

Best for:

Reapplying department templates

Manually assigning specific editions to selected extensions

Steps:

Use Department Templates (optional): Check if you want to reapply templates

Select Extensions: Choose who you want to update

Assign Editions and Modules: If not using templates, choose manually

Save Settings

Uncheck “Use Department Templates” if you want to give custom settings instead.

Devices Tab Shows all devices registered with CommunicatorGO (gloCOM).

Information shown:

Extension: Number and user name

Platform: Device type (e.g., iOS, Android)

Last Update: Last time the device checked in

App ID: Unique app ID

Version: App version

Public Key: Shows if a security key is linked

Use the search to filter by extension, platform, or app version.

Permissions Tab Lets you decide which features each version of the app can use.

Steps:

Select Edition (Business, Supervisor, Office, Mobile)

Set Permissions: Turn on/off features like Chat, Voicemail, Directory, etc.

Save Settings

You can customize features based on different job roles or needs.

Custom Statuses Create your own presence statuses (like "Busy" or "Away") with custom messages.

Steps:

Enable Custom Statuses

Define Status Type: Choose Available, Busy, Do Not Disturb, or Away

Customize Message: Add a message like “Busy - In a meeting until 3 PM”

Save Settings

These statuses help coworkers know what you’re doing and when you’re free.

Trunks

Step-by-Step Guide to Trunks in GranSun PBX

Accessing the Trunks Section This is where you manage the phone lines (called trunks) that connect your PBX to outside providers.

Navigate to: Master Tenant → Home → Trunks

Understanding the Trunks List When you open the Trunks section, you’ll see a list of all existing trunks with these details:

Name: The name or IP of the trunk

Provider: Template used for the trunk

Channels: Number of calls allowed in and out (e.g., 10/10)

Trunk Type: PSTN or VoIP

Protocol: Type of connection (e.g., SIP or IAX)

Edit/Delete: Options to change or remove the trunk

Use the search bar to quickly find a trunk by name or provider.

Adding or Editing a Trunk

a. Initial Setup

Provider: Choose from your saved templates (set these in Settings → Providers)

Device: Choose a device if required (e.g., T100)

b. General Settings

Name or Number: Give the trunk a name (some providers want it to match your DID)

Country: Choose where your provider is based

c. Authentication

Peer Host: IP of the provider you’re connecting to

Username/Password: Login credentials for the trunk

Advanced Options

a. General Settings

User Type:

User: Only receives calls

Peer: Only makes calls

Friend: Can do both

DTMF Mode: How button tones are sent (RFC2833 is usually best)

Context: Usually matches the trunk name

Status: Set to Active, Not Active, or Suspended

Qualify: Sends a "ping" to check if the trunk is online

Dialing Codes:

National: Local code (e.g., 1 for US)

International: Prefix like 011

E164 Accepted: Enable if using full international numbers

Pass-thru Mode: Skip number formatting

b. Caller ID Settings

Trust Remote-Party-ID: Use caller ID sent from the provider

Send Remote-Party-ID: Send this info with calls

Privacy for PAI Header: Set how much caller ID info is shown

Outbound Caller ID: Default number shown on outgoing calls

Allow ES Caller ID: Let extensions send their own caller ID

c. Channels

Incoming/Outgoing Limit: Max calls allowed

Ringtime: How long to ring before giving up

Email on Exceeded Limit: Get notified when call limits are hit

Outgoing Dial Options: Add advanced dial settings

d. Codecs

Preferred Codecs: Choose which audio types to use (e.g., G.711, G.729)

Ptime: Time between voice packets

Video Support: Turn on for video calls

Auto-Framing: Let the system match the provider’s settings

e. Additional Configurations

SIP Custom Headers: Add special SIP info if needed

Test Number: Add a number to quickly test the trunk

Check for Additional Headers: Keep custom headers during forwarding

SIP Response for Non-Existing DIDs: Choose how the system replies to unknown numbers

Send History-Info Header: Include call history in SIP messages

PSTN Trunks For physical line trunks (PSTN):

Device Selection: Pick your hardware device (e.g., T100)

Extra Settings: Configure based on your hardware specs

PSTN options only show up after choosing a PSTN device.

SMS

Step-by-Step Guide to SMS in GranSun PBX

Accessing the SMS Section To manage SMS settings, trunks, and assignments:

Navigate to: Master Tenant → SMS

Adding an SMS Trunk To start using SMS, you need to add a trunk that connects to your provider.

Steps: Go to: Master Tenant → SMS → Trunks Click Add SMS Trunk Fill in the required info:

Name: Give it a name (e.g., "Telnyx SMS")

Provider: Pick your provider (Telnyx, Bandwidth, Twilio, VoIP Innovations, OZSMS, or Custom)

Provider Examples:

Telnyx

Turn on "Enable"

Enter your API Key, Public Key, and Messaging Profile ID

Bandwidth

Turn on "Enable"

Enter your API Token, API Secret, User ID, and Application ID

Fields change depending on the provider. Always check your provider's instructions.

Assigning SMS Trunks to Tenants Once your trunk is created, assign it to the tenant that will use it.

Steps: Go to: Master Tenant → SMS → Trunks & Tenants Find the tenant using the search box Click the tenant's name

In "Allowed SMS Trunk", select the trunk

Turn on SMS for the tenant

Click Save

Note: Only one SMS trunk can be assigned per tenant.

Using the SMS Connector for Custom Providers If your SMS provider isn’t listed, you can connect it using a middleware application.

Steps: Make sure the SMS Connector feature is enabled in your license Go to: Master Tenant → SMS → Trunks Click Add SMS Trunk Fill in:

Name: Name your trunk

Provider: Choose Custom

Webhook URL: Enter the URL for your middleware

Auth Token: Create or paste your secure token

Your middleware app should translate between PBXware and your SMS provider.

Managing SMS Numbers You need to link phone numbers to extensions to use SMS.

Steps: Go to: Master Tenant → DID Add or edit a number

Assign it to a tenant

Link it to the correct SMS trunk

Set the status to Active for full use

SMS may still work on inactive numbers if linked to an extension.

Monitoring SMS Activity You can view reports on SMS messages sent from the system.

Steps: Go to: Master Tenant → Reports → Bulk Messages Here you’ll see:

Name: Title of the message

Sent/Total: How many were sent

Time Started/Ended

From: Who sent it

CSV File: File used to send messages

Status: Example: Completed

Message: Text that was sent

Click the message name or CSV to see more details.