Concept

Domains represent your customers. You can think of each Domain as a virtual PBX instance that can serve a single corporate customer, or a group of residential customers.

After you log-in, browse to the menu icon labeled ‘Domains’. You should see one domain existing with the format 0000.xxxxx.service (where xxxxx is your SkySwitch Group ID). This is the primary domain for your SkySwitch account.

You will not be able to use this domain to register phones or make calls.

Domain Naming - Best Practices

Your 5 digit reseller information will be added automatically as part of your domain choice in configuring a new client. You may choose your own first segment of the domain name that best represents them. Example ABCCompany .12345.service

Domain Naming Rules

● Upper or lower case letters are allowed
● Alphanumeric naming is allowed
● No spaces or special characters please

Deletion Rules

● Proceed cautiously if you feel you need to delete a domain, or is no longer needed. There is no penalty for leaving a domain that as inactive, or simply a test domain you use for training purposes with your staff.
● Once a domain has been deleted, that same name cannot be used again.
● Do not attempt to edit, or change spelling on an existing domain.
○ IE: Do not delete ABCCompany, and add a new one called abccompany. Those are essentially the same and will cause issues.
○ If a customer changes their business name and requests a domain name change to match, do not edit their existing domain name. Instead, create a brand new domain for them, and recreate their user configuration to match. When you're ready, move any DIDs over to the new domain name. Keep their old domain inactive in your list as long as you like as a reference to their previous setup.

Examples of allowed domain names
● abcplumbing.12345.service
● LocalBusiness.12345.service
● Fifth3rdBank.12345.service


How to add a Domain

In order to start using the system, you must create a new domain. Begin by clicking the Add Domain button. The dialog window will display a form to “Add a Domain” that sets limits and default values for the new domain you will create.

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

Name Customer or Company Name
Description Domain or customer Description
Email Sender Customer Valid Email address
Residential Yes / NO
Status Domain status :Active / Disable


Dial Permission Select from the options allowing US to International calls
Time Zone Set the time zone base on your location or your customer desired location
Voicemail Transcription Transcribe voice to text (Enable/Disable)
Area Code Three Digit code that identify one of the telepone area.
Caller Name Caller ID name or CNAM
Caller ID Caller identification number
Emergency Caller ID Use to Specify the caller ID string that will be sent when 911 is dialed

Once the form is completed, click the “Add” button to complete the domain creation process. If successful, the page will refresh to show you a list of all your domains, including the one you just created.

Note
Note that the internal naming convention for domains is name.xxxxx.service (where xxxxx is your SkySwitch 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.

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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.

How to add a User

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.

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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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 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.

Auto-Provisioning a SIP Device

The SkySwitch system is able to auto-provision SIP devices. 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, refer to the article entitled Add Provisioning Server URL onto a SIP Device.

To accomplish Step 2, go back into the SkySwitch portal and browse to the phones page of the User.

Click on the ‘Edit’ icon for the SIP Device that you wish to configure.

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.

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.

For Yealink brand devices, select the v3 option from the model selector (see below) and ensure that you are using device firmware that is version .70 or higher.
You can download the latest Yealink firmware here.

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.


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.

It is important to be aware that the SkySwitch system requires the use of an Outbound Proxy (sometimes this is just called a Proxy). Therefore, you cannot use a SIP Device that does not support this standard SIP parameter.

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

When there are multiple SIP Devices associated with a single User account, the default system behavior is to ring only the first device configured when an inbound call is received. The ringing behavior can be controlled by the User's Answering Rules from the End User portal.

Check Device 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.

Making Outbound Calls

Once you have confirmed that your SIP device is registered, you should be able to make outbound calls to other registered devices and to PSTN numbers. Your SkySwitch account has been pre-loaded with $5 in calling credit. Refer to the Telco Portal 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.

Receiving Inbound Calls

In order to receive an inbound call from the PSTN, you must have a DID assigned to your account. If you do not have one, purchase a DID from the Manage DID section of the Reseller Dashboard. DIDs purchased from SkySwitch will automatically be configured in your PBX Reseller account. If you have DIDs from another provider, you may import them to your Reseller account. See Arrow 1 in the image below for the Import button.

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. See Arrow 2 in the image below.

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.

You can route a number to s User, Conference, Call Queue, Voicemail box, Auto Attendant or SIP Trunk. The web page smart search function will show you all matching entities.

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

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 if voicemail has been enabled for the User. If voicemail has not been enabled for the User, you will hear a system error message.