Interactive Intelligence PureCloud Edge Administrator's Manual

PureCloud Edge Setup

Administrator's Guide

Last Updated: July 21, 2016

This document provides introductory information and procedures for initial installation

and configuration of a PureCloud Edge appliance.

PureCloud Edge Setup Administrator's Guide

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Trademarks

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Interactive Intelligence®

Spotability™

Interactive Intelligence PureCloud℠

Deliberately Innovative®

Interactive Intelligence Bridge Server™

PureCloud℠

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Interactive Intelligence PureMatch℠

Deliberate Innovation™

PureCloud Logo℠

PureCloud Edge™

PureCloud Collaborate℠

Interactive Intelligence PureCloud Edge™

Interactive Intelligence PureCloud Collaborate℠

PureCloud Communicate℠

Interactive Intelligence PureCloud Communicate℠

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INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR

MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH

CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.

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PureCloud Edge Setup Administrator's Guide

Table of contents

Safety information and warnings ............................................................................................................. 5"

Data center rack and mounting safety .............................................................................................................................................................. 5"

Electrical and general safety guidelines ............................................................................................................................................................ 5"

Electrostatic discharge safety guidelines .......................................................................................................................................................... 6"

Warranty and support compliance ................................................................................................................................................................... 6"

Additional PureCloud Edge information resources ................................................................................. 7"

PureCloud Resource Center ............................................................................................................................................................................. 7"

Ideas and feedback ............................................................................................................................................................................................ 7"

Introduction to PureCloud Edge ............................................................................................................. 8"

PureCloud Edge features .................................................................................................................................................................................. 8"

Hardware ....................................................................................................................................................................................................... 8"

IP communications ....................................................................................................................................................................................... 8"

Telephony ..................................................................................................................................................................................................... 9"

Network ......................................................................................................................................................................................................... 9"

Security ......................................................................................................................................................................................................... 9"

Maintenance ................................................................................................................................................................................................. 10"

PureCloud Edge characteristics ....................................................................................................................................................................... 10"

EDGE-1280100 ............................................................................................................................................................................................. 10"

Pure Cloud Edge network architecture ........................................................................................................................................................... 10"

Requirements ........................................................................................................................................... 11"

Internet (WAN) connection .............................................................................................................................................................................. 11"

Local Area Network connection ........................................................................................................................................................................ 11"

SIP carrier connections .................................................................................................................................................................................... 11"

Power ................................................................................................................................................................................................................ 12"

Environmental .................................................................................................................................................................................................. 12"

Set up PureCloud Edge .......................................................................................................................... 13"

Unpack PureCloud Edge .................................................................................................................................................................................. 13"

Mount PureCloud Edge ................................................................................................................................................................................... 13"

Connect the cables to PureCloud Edge ........................................................................................................................................................... 15"

Start PureCloud Edge ...................................................................................................................................................................................... 15"

Configure the IP address of the PureCloud Edge WAN network interface ................................................................................................... 16"

Set the global service region for PureCloud pairing ....................................................................................................................................... 19"

Prerequisites ................................................................................................................................................................................................ 19"

Procedure ..................................................................................................................................................................................................... 19"

Pair PureCloud Edge with the PureCloud service ......................................................................................................................................... 20"

LCD panel usage ..................................................................................................................................... 22"

PureCloud Edge LCD menu reference .................................................................................................. 23"

Restart PureCloud Edge through LCD panel ........................................................................................ 25"

Steps ................................................................................................................................................................................................................. 25"

Reset PureCloud Edge to default factory settings through LCD panel ................................................. 27"

Third-party licensing information .......................................................................................................... 29"

OpenSSL ......................................................................................................................................................................................................... 29"

PureCloud Edge Setup Administrator's Guide

Revision history ...................................................................................................................................... 31"

Index ....................................................................................................................................................... 32"

PureCloud Edge Setup Administrator's Guide

Safety information and warnings

This section contains safety information for ensuring that personal physical injury, damage to hardware, and data loss do not occur with your PureCloud Edge appliance.

Data center rack and mounting safety

Consideration

Description

Elevated operating ambient temperature

Ensure that the environment is temperature controlled so that PureCloud Edge stays below its maximum ambient temperature threshold.

Reduced airflow

Ensure that the rack or enclosure has proper ventilation so that PureCloud Edge stays below its maximum ambient temperature threshold.

Mechanical overloading

Ensure that all components pertaining to and connected to the rack or enclosure are properly mounted, supported, and secured.

Circuit overloading

Ensure that any electricity source supplied through the rack or enclosure is not overloaded.

Reliable earthing

Ensure that the rack or enclosure provides reliable earthing (grounding) for any equipment installed within it to reduce the risk of electric shock from leaking current (fault current).

Electrical and general safety guidelines

q Danger!

Read, understand, and obey all of the items in this section to avoid possible injury to yourself or others, or damage to the appliance.

Follow the guidelines below to avoid possible damage to the system or injury to yourself:

• Install this product in a Restricted Access Location only, such as dedicated equipment rooms, service closets, and so forth.

• You must provide proper grounding from the chassis to an earth ground. Ground conductor is 12 AWG minimum and is connected from the earth ground stud to the rear of the appliance. The safety ground conductor should be connected to the chassis stud on the rear of the appliance, terminated with a closed-loop ring terminal (Digikey catalog part number: 920010-09-ND; 3M part number: MVU10-8RK). Refer to the instructions provided with terminals for crimping tools and assembly instructions.

A qualified electrician must make all connections to electrical power and safety grounds. The server must be safety grounded at all times.

• Use power cords that include safety certifications. The power cords must be compliant with the voltage requirements in your region. Power cords should be 18 AWG in copper and approximately 6 feet in

PureCloud Edge Setup Administrator's Guide

length. The power cords connect to each power supply unit where each wire is terminated with a lug (Digikey catalog part number: 94774-01-ND).

The power cord plug caps must have an electrical current rating that is at least 125% of the electrical current rating of this product.

The power cord plug caps that plug into the AC receptacles on the power supply units must be an IEC 320, sheet C13, type female connector.

• AC power input is at the rear of the appliance. Connect the power cords (terminated with lugs) to the chassis power supply units and connect the other end to a circuit breaker. The circuit breaker shall be Listed, rated max 20A, @ -48Vdc

• A readily-accessible disconnect device must be incorporated into the location where PureCloud Edge is installed.

• Be aware of the locations of the power switches on the chassis and in the room, so you can disconnect the power supply if an accident occurs.

• Take extra precautionary measures when working with high voltage components. It is not recommended that you work alone.

• Use only one hand when working with powered-on electrical equipment to avoid possible electrical shock.

• Use rubber mats specifically designed as electrical insulators when working with computer systems.

Electrostatic discharge safety guidelines

Electrostatic Discharge (ESD) can damage electronic components. To prevent damage to your PureCloud Edge appliance, it is important that you handle the appliance carefully. The following measures can prevent ESD damage to critical components:

• Use a grounded wrist strap designed to prevent static discharge.

• Handle all sensitive components in a static-safe area. If possible, use antistatic floor pads and workbench pads.

Warranty and support compliance

PureCloud Edge is a network appliance that is permanently sealed. You must not attempt to open it for any repair or modification. Breaking the seal on the appliance automatically voids both the warranty and support for the product. Interactive Intelligence is not responsible for any injuries or damage that occur as a result of opening the appliance and attempting any actions with the internal components of the appliance.

PureCloud Edge Setup Administrator's Guide

Additional PureCloud Edge information resources

PureCloud Resource Center

The PureCloud Resource Center is a comprehensive hub that provides the gamut of PureCloud user-centric information from one destination. The Resource Center includes web-based documentation, product simulations, training videos, and insider content contributed by industry experts.

You can view PureCloud Resource Center at http://help.mypurecloud.com.

Ideas and feedback

Submit product feedback and suggestions for PureCloud Edge by clicking the question mark icon in the upper right corner of the PureCloud interface and selecting Submit Feedback.

PureCloud Edge Setup Administrator's Guide

Introduction to PureCloud Edge

PureCloud Edge is a hardware appliance that, with the PureCloud service, facilitates voice and data communications, and telephony features. In telecommunications terminology, PureCloud Edge acts as a media server, a SIP registrar, and a SIP proxy in a VoIP communications network. PureCloud Edge requires a wired Ethernet connection (RJ-45) that provides access to the Internet. It is through this connection that PureCloud Edge communicates with the PureCloud service, including receiving configuration information that you provide through the PureCloud administrative interfaces.

PureCloud and PureCloud Edge combine to provide an Internet Protocol Public Branch Exchange (IP PBX) and VoIP solution for enterprise telephony. PureCloud uses these capabilities for unified communications in the respective enterprise and contact center solutions.

PureCloud Edge also provides remote survivability to facilitate existing and new communications should connections should the PureCloud service become unavailable due to network failures or other interruptions.

PureCloud Edge features

Hardware

• Chassis complies with the 1U rack-mount server dimension standard for easy installation into data center and server racks

• RAID 1 storage

• Illuminated LCD panel and buttons for manual configuration and information display

• Dual power supplies for redundancy

IP communications

• Session Initiation Protocol (SIP)-based Voice over Internet Protocol (VoIP) communications

• Each appliance supports up to 350 concurrent VoIP calls with 100% call recording

• SIP registrar for IP communication endpoints, such as IP telephones

• Native Text-To-Speech (TTS) and Automatic Speech Recognition (ASR) processing

• Supported VoIP codecs: Opus, G.711, and G.729

• Dynamic transcoding of VoIP communications from one codec to another

PureCloud Edge Setup Administrator's Guide

• In-band (RFC2833) and out-of-band Dual-Tone Multi-Frequency (DTMF) digit support

• Fax (T.30)

• Plays audio prompts of the following uncompressed formats:

WAV (.wav)

– u-Law, 8kHz, 1 or 2 channels

– a-Law, 8kHz, 1 or 2 channels

– 16-bit linear, 8kHz, 1 or 2 channels

– G726-32, 8kHz, 1 or 2 channels

– GSMFR, 8kHz, 1 channel

– TrueSpeech, 8kHz, 1 channel

AU (.au, .snd)

– Headerless u-Law, 8kHz, 1 channel

– u-Law, 8kHz, 1 or 2 channels

– a-Law, 8kHz, 1 or 2 channels

– 16-bit linear, 8kHz, 1 or 2 channels

Opus (.opus, .ogg)

Telephony

• Internet Protocol Public Branch Exchange (IP PBX)

• Multiple, common telephony features, such as conference calls, call transfers, call forwarding, hold, caller ID, and others

• Call analysis, such as determining if a call is answered by a person, answering machine, or a PSTN status signal

• Multi-channel recordings and playback

• Able to be integrated with existing IP PBX environments

• Remote Survivability (continues servicing and distributing calls if connection to the PureCloud service is interrupted)

Network

• Supports static IPv4 addressing for Internet (1(WAN)), Local Area Networks (LANs), and SIP carrier connections

• Supports Dynamic Host Control Protocol (DHCP) v4 (RFC2131) and v6 (RFC3315) for all network connections

Security

• All communications between PureCloud Edge and the PureCloud service are encrypted and secure through TLS with mutual authentication

• Dynamic transcription of VoIP communications when different encryptions are used by both parties

• Encrypted recordings

PureCloud Edge Setup Administrator's Guide

Maintenance

• Automatic updates of the appliance software and firmware

• Transmits logs for activity, system functionality, and performance to PureCloud for easy, consolidated viewing

PureCloud Edge characteristics

EDGE-1280100

Characteristic

Specification

Network interfaces

• 1x PureCloud (1 (WAN))

• 6x Ethernet

• DIAG

I/O expansion

NICx4

Dimensions

Z Note:

PureCloud Edge complies with the 1U standard.

Width

17 7/16 inches/43.3 centimeters

Height

1 7/8 inches/4.8 centimeters

Depth

16 1/4 inches/41.3 centimeters

Acoustic noice (maximum)

~53dB (office)

Weight (typical)

~17.2 pounds/7.8 kilograms

Pure Cloud Edge network architecture

PureCloud Edge is meant to be implemented in as an N+1 configuration so that communications and functionality are not lost during outages, such as maintenance periods, appliance upgrades, bursts of increased communications, or hardware failure. For more information about PureCloud Edge network architecture, protocols, and ports, see PureCloud Resource Center at http://help.mypurecloud.com.

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Interactive Intelligence PureCloud Edge Administrator's Manual

Specifications and Main Features

Frequently Asked Questions

User Manual