SNAPstart Admin Guide

Table of Contents
Table of Contents.................................................................. 1
Welcome to SNAPstart..........................................................2
SNAPstart Components........................................................3
SIP Servers.......................................................................................................3
Web UIs............................................................................................................3
............................................................................................ 4
Getting Started..................................................................... 5
Create a New Domain......................................................................................5
Managing a Domain.......................................................................................11
Create Users...................................................................................................11
Assign Office Manager Scope to a User..........................................................14
Configure the User’s SIP Phone......................................................................14
Auto-Provisioning a SIP Device.......................................................................15
Manually Provisioning a SIP Device................................................................17
Assigning Additional Phones...........................................................................19
Check Registration.........................................................................................20
Make Test Calls..............................................................................................21
Receiving Inbound Calls.................................................................................22
Configuring User Features...................................................25
Voicemail Setup.............................................................................................25
Recording a Greeting..................................................................................25
Checking Voicemail from Handset..............................................................25
Checking Voicemail from User Portal..........................................................25
Answering Rules Setup...................................................................................25
Timeframes................................................................................................ 25
Ringing Multiple Phones.............................................................................25
Call Screening.............................................................................................25
Call forwarding...........................................................................................25
Configuring PBX Features....................................................26
Audio Conference Bridges..............................................................................26
Call Queues.................................................................................................... 26
Auto Attendants.............................................................................................26
Recording a Greeting Announcement.........................................................26
Recording a Menu Announcement..............................................................26
Configuring Dial Options.............................................................................26
Error Conditions..........................................................................................26
Welcome to SNAPstart
SNAPstart is a truly unique, fully managed, white-label VoIP platform that empowers you to sell
residential and business VoIP services on your terms.

The solution is unlike anything available on the market today, and has been engineered to
optimize your success, with these core characteristics:

All the Features - SNAPstart is built on the NetSapiens SNAPsolution, a best-of-breed SIP
network architecture that allows you to harness and control a comprehensive set of Class 5 and
IP-Centrex calling features today, and the next genneration of collaborative communications into
the future.

Scalability – As a fully managed service, NetSapiens guarantees to provision, manage and

maintain the network as you grow your subscriber base. SNAPstart can seamlessly scale from
100 users to tens of thousands. This means that you can focus on selling your service without
worrying about network capacity.

Pricing - The SNAPstart service is charged on a seat basis with nominal start-up fees and low
monthly minimums. The service has been designed to give you the ultimate flexibility and lets
you pay-as-you-grow, with no capital expenses and linear, predictable operating expenses.

Network - SNAPstart is a geographically redundant software-as-a-service offering that is hosted

in New York (InterNAP) and St. Louis (Cybermill). With integrated failover capability, our network
architecture guarantees the highest uptime levels.

Telco - As a SNAPstart customer, you automatically have access to SnapTelco, a full-featured

prepaid PSTN origination and termination service, offering access to Level 3 (and other top
carriers) at wholesale rates. SnapTelco offers a fully automated provisioning portal that allows
you to order and manage your DIDs and prepaid account. Of course, you may also choose to
use your own PSTN termination providers.

Migration Path – SNAPstart provides a clear migration path to your own fully-owned platform.
You may choose to purchase the SNAPsolution platform at any time, and NetSapiens will ensure
a smooth and seamless transition.

Hybrid Network - NetSapiens is the only fully managed service that will allow you operate a fully
redundant switch node on you premises. This optional configuration provides the best of all
worlds, as you have the QoS benefits associated with keeping voice packets on your own
network, as well as all the high-availability and scalability aspects of the SNAPstart geo-
distributed service mesh.

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SNAPstart Components
SIP Servers
The SNAPstart network consists of multiple redundant server clusters
hosted in New York and St. Louis.

The SNAPstart provisioning server will configure SIP Devices to register

to the SNAPstart server with the lowest network latency upon
registration (if you would like to override this assignment, please
contact support with your request). All registered SIP endpoints will
establish SIP dialogs with an Outbound Proxy located either in New
York (70.42.44.4) or St. Louis (74.127.51.154). These servers will be
the only ingress and egress points for registered SIP devices. As a
general matter, you will not need to do anything with these IP
addresses, because the auto-provisioning server will take care of SIP
Device configuration. In certain situations however, it may be
necessary to allow these IP addresses in corporate firewalls.

Web UIs
The primary web User Interface for SNAPstart is called the Manager
Portal. The Manger Portal currently has three “views” – the Reseller
view, the Domain Manager (sometimes called Office Manager) view,
and the End User view. The view that is presented to a user will
depend on the privileges assigned to that user’s login account. As a
SNAPstart customer, your primary domain login will have the Reseller
scope. You will be able to assign login accounts to your customers
with either Office Manager scope or End User scope.

The image below depicts the three levels of web UIs within the system.

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Image 1 - SNAPstart Hierarchy

4
Getting Started
You may access your NetSapiens SNAPstart Provider account via the
Manager Portal at https://snapstart.netsapiens.com/portal

Your new SNAPstart Reseller account comes pre-configured with

Reseller access to a primary domain that will allow you to create and
manage other domains.

To begin, login to the Reseller portal using the credential provided to

you. After you log-in, browse to the menu icon labeled ‘Domains’.

Image 2 - Manage Domains Icon

You should see one domain existing with the format 000.xxxxx.service
(where xxxxx is your SNAPstart Group ID). This is the primary domain
for your SNAPstart account. You will not be able to use this domain to
register phones or make calls.

Create a New Domain

Domains are used to represent a group of customers. In order to start
using the system, you must create a new domain. Begin by clicking
the Add Domain button.

Image 3 - Showing Add a Domain Button

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The dialog window will display a form to “Add a Domain” that sets
limits and default values for the new domain you will create.

Image 4 - Add a Domain Dialog Box

6
The table below explains the meaning of each field in the “Add a
Domain” form.

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Table 1 - Fields in Add a Domain form

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Field Name Description Sample Require
d
Name This is the name of the new “acme” or Yes
domain you will create. If you are “residential”
creating a domain for a new
business customer, enter the Note: use a single
name of the business word with no
Once the form is completed,If click
organization. you arethe “Add” button
creating spaces to
andcomplete
all the
domain creation process.
a domain If successful,
to service residentialthe page will refresh
lower-case letters.to show
you a list of all customers,
your domains,enter aincluding
descriptionthe
of one you just created.
the residential service.

Description This is an internal description for Acme Company of Yes

the domain you are creating. The Ontario
customer will not see it.

Email Sender This is the email address that will system@provider. Yes
be used when the system sends com
notifications to users of this
domain. I
Status This setting controls whether the Active Yes
domain is Active or Disabled

Timezone This controls the timezone that US/Pacific Yes

will be used to determine call
forwarding rules.

Area Code This will set the default area code 858 Yes
for 7-digit dialing.
Caller ID This is the default Caller ID that 8587645200 Yes
will be sent for all Users of the
domain. The Caller ID can be set
for individual users from the User
configuration screen in the
Domain Manager portal.

Caller Name This is the default Caller Name Acme Company Yes
that will be sent for all Users of
the domain. The Caller Name can
be set for individual users from
the User configuration screen in
the Domain Manager portal.

Enable This setting controls whether Enabled Yes

Voicemail voicemail will be activated by
default for all Users of the domain.

Active Call This setting controls how many 10 Yes

Limit active concurrent call sessions will
be allowed for all Users within the
domain.

Max Users This setting controls the maximum 50 Yes

number of Users that can be
created within the domain.

Max This setting controls the maximum 5 Yes

Departments number of Departments that can
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be created within the domain.

Max Phones This setting controls the maximum 50 Yes

Note that the internal naming convention for domains is
name.xxxxx.service (where xxxxx is your SNAPstart Group ID). The
suffix “.xxxxx.service” is used by the system to differentiate your calls
from those of other resellers, and will automatically be appended by
the system to whatever domain you enter. You should use a single
word with no spaces and all lower-case letters for the domain Name.

Image 5 - Domain List

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Managing a Domain
Click on any domain name from the domain list in order to manage
that domain. This will take you to the Domain Manager view.

The image below shows the Domain Manager view, which will allow
you to control the services within a specific domain. This is also the
view that your customers will see when they login to the system.

Image 6 - Domain Manager Home Page

Create Users
Click on the menu icon labeled ‘Users’. As this is a new domain you
should not see any users at first. Click on the ‘Add User’ button to
create the first User.

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 Image 7 - Manage Users Icon

Complete the form with details for the User you wish to create. By
default the system will accept 3-digit or 4-digit extensions. If you wish
use extension numbers that have fewer than 3 digits, or more than 4
digits, please contact support.

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 Image 8 - Add User Form

Table 2 - Fields in Add User Form

Field Name Description Sample Require

d
Extension The 3 or 4 digits number that will be 1000 Yes
used for internal dialing.

Department If the domain has multiple n/a Yes

departments you may assign the
User to one from the drop-own
selector. If there are no
departments, select ‘n/a’.

Email Address The user’s email address, where robert@acme.c Yes

voicemail messages will be sent. om

Enable Select this if the User will have No

Voicemail voicemail.

Password The password for this User to access 1234 Yes

the portal.

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Repeat the steps above to create additional Users. You should have at
least two Users with registered SIP devices (see below) in order to
make test calls.

Assign Office Manager Scope to a User

When a User is created, the system will automatically assign the
privileges of an End User. This means that the User will be able to
access the End User view of the Manager Portal. If you would like to
give a User the ability to manage the domain (that is, the ability to
create other Users and assign resources within the domain), then you
must assign the Office Manager Scope. This can be done by clicking
on the User’s name and then selecting “Office Manager’ from the
selector labeled ‘Scope’.

Configure the User’s SIP Phone

When a User is created, the system will automatically create a SIP
device that matches the extension number you specified when the
User was created. You can see the device created by clicking on the
User’s name and selecting the ‘Phones’ tab.

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 Image 9 - Selecting the User's Phones Tab

Auto-Provisioning a SIP Device

The SNAPstart system is able to auto-provision SIP devices that are
configured to pull a configuration profile from the provisioning server.
In order for this process to work, you must do two things: (1) configure
the SIP device to use the provisioning server, and; (2) associate a MAC
address of the SIP device with the User’s SIP Phone extensions.

To accomplish Step 1, first refer to the link below for the steps required
to edit the configuration of your SIP Device:

http://adminguide.netsapiens.com/ndp#TOC-Pointing-a-Device-to-the-
NDP-server.

Once you are able to edit the configuration file on the SIP Device, enter
the URL of the SNAPstart provisioning server:

https://ndp.snapstart.netsapiens.com/cfg/.

To accomplish Step 2, click on the ‘Edit’ icon for the SIP Device that
you wish to configure.

Image 10 - Editing a SIP Device

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This will display a form as shown in the image below. Select the model
of the phone you wish to provision from the list of supported devices.

Image 11 - Selecting a SIP Device Model for Auto Provisioning

After you select the model of your SIP Device, the form will prompt you
to enter the MAC Address of the SIP Device, and the Line Number that
you wish to configure on the phone. Complete the form using the
following table as a reference.

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 Table 3 - Fields in SIP Device Form

Field Name Description Sample Require

d
Phone Name The 3 or 4 digits number that will be 1000 Yes
assigned to the User’s SIP phone. It
is usually the same as the User
name, but can consist of any
alphanumeric string.

Model This drop-down selector allows you to Cisco 7961 Yes

select the phone model so that the
the system may create a
configuration file for auto-
provisioning. If the phone you wish
to configure is not listed, then select
the ‘Manual or Softphone’ option.

MAC Address Enter the MAC address of the SIP 0004f23gb078 No

phone that will be assigned to this
User. This is needed for auto-
provisioning.

Line Number If the SIP phone has more than one 1 No

line, select the line that you would
like to configure. Default is for the
system to configure line 1.

Manually Provisioning a SIP Device

In case you do not have a SIP Device that is supported by the
provisioning server, you will have to manually provision any SIP
compatible device or softphone. The settings shown under ‘Manual or
Softphone’ in the model selector must be manually entered into your
SIP device.

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 Image 12 - Manually Provisioning a SIP Device

The image below shows the configuration screen for the free
Counterpath X-Lite softphone. You can download the X-Lite softphone
from http://www.counterpath.com/x-lite-download.html or use any
other SIP compatible softphone that supports the Outbound Proxy
setting.

Note that the SNAPstart system requires the use of an Outbound Proxy
(sometimes this is just called a Proxy). Therefore, you cannot use any
SIP Device that does not support this SIP parameter.

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 Image 13 - Manually Configuring X-Lite Softphone

Assigning Additional Phones

Users may have more than one SIP device. To assign another SIP
device to a User:

1. Click on the User’s name

2. Select the ‘Phones’ tab‘

3. Click the ‘Add Phone’ button

4. Follow the steps outlined above

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 Image 14 - Provisioning Additional SIP Devices to a User

When there are multiple SIP Devices associated with a single User
account, the default system behavior is to ring all the devices
simultaneously when an inbound call is received. The ringing behavior
can be controlled by the User from the End User portal.

Check Registration
Once a SIP Phone has been added to the User, you will see it listed on
the ‘Phones’ page. Sample Phone list is shown in the image below.
Note that the Phones list will show whether the SIP Phone is registered
or not. A check mark indicates that phone is registered, while an ‘X’
indicates that the SIP Phone is not registered.

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 Image 15 - Checking SIP Device Registration

Make Test Calls

Once you have confirmed that your SIP device is registered, you should
be able to make test calls to other registered devices and to PSTN
numbers. Your SNAPstart account has been pre-loaded with $5 in
SnapTelco calling credit. Refer to the SnapTelco guide for additional
information about configuring PSTN origination and termination
services.

Completed calls will be shown in the Call History page, as shown

below. Call CDRs may be downloaded to a csv-formatted file, using
the ‘Export’ button shown on this page.

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 Image 16 - Viewing Call Details as Domain Manager

Receiving Inbound Calls

In order to receive an inbound call from the PSTN, you must first
purchase a DID from SnapTelco or the provider of your choice. DIDs
purchased from SnapTelco will automatically be configured in your
Reseller account (please refer to the SnapTelco configuration
instructions as needed). If you have DIDs from another provider,
please send a list of your DIDs to snapstart@netsapiens.com and they
will be uploaded to your Reseller account.

In order to route the DID to a specific User or application, click the

Inventory icon from the Reseller view of the Manager Portal. You will
see a list of all the DIDs associated with your account. The image
below shows a single DID which was previously ordered from the
SnapTelco DID portal.

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 Image 17 - Assigning a DID to a User

You can edit a specific DID by clicking on the phone number. The
resulting dialog box will allow you to change the treatment for that
number.

For each DID listed in the Reseller’s Inventory page the following
information may be edited:

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Field Name Description Sample Require
d
Domain This is the domain to which the DID Acme.16151.ser Yes
is routed. The domain manager can vice
view this number in the Domain
view of the Manager Portal.

Treatment This shows the type of application User , Yes

that is used for routing purposes. Conference,
Auto-Attendant,
Call Queue, Fax
Destination This shows the specific destination User 1000 Yes
related to the route treatment.

Once you are able to view DIDs listed in the Inventory page, change
the treatment to route a DID to a User. When you call the DID number
you will be connected to the User’s SIP device if it is registered. If the
SIP device is not registered, you will receive the system voicemail
greeting.

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Configuring User Features
Once you are able to make and receive calls from a User’s device,
proceed to configure the other User features.

Voicemail Setup
As a domain manager, you are able to configure the voicemail settings
for users within the domain.

Recording a Greeting
Before voicemail can be used, each User must record a voicemail
greeting. Greetings can be recorded

Checking Voicemail from Handset

Hdhhd

Checking Voicemail from User Portal

Answering Rules Setup

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Timeframes
Users must create at lest one timeframe before answering rules can be
configured.

Ringing Multiple Phones

Dmdmmdmd

Call Screening
Dndnnd

Call forwarding
Djjjjdj

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Configuring PBX Features

Audio Conference Bridges

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Call Queues
jdjjdjd

Auto Attendants
dkkdkdk

Recording a Greeting Announcement

Dhdhd

Recording a Menu Announcement

Jsjjsjs

Configuring Dial Options

The next step in configuring an Auto-Attendant is to program the
system to route calls based on the telephone dial pad option that the
user selects. The following options are available:

Error Conditions

26