Before you begin

Please make sure you have available power outlets for the Managed Services Router (MSR), the TPx Managed Switch (unless you are using your own switch) at or very close to the location where each device will be used. You will also need to make sure you have several available Cat 5e (or better) Ethernet cables for connecting your various devices.

Remove the MSR (labeled with “SilverPeak”) from its box.

1. Connect the MSR to AC power, using the included power supply. Toggle on power switch. Wait for the MSR to complete its booting.
2. Connect the wan0 port on the MSR to your Broadband Modem using an Ethernet cable.
3. If you are using a TPx provided switch, move to “Installing the TPx Switch”.
4. If you are using your own switch, connect your LAN switch to the lan1 port on the MSR.
5. Your LAN should now have access to your WAN (Broadband) circuit.

Step 1: Connect power cord and toggle power switch to on

Step 2: Connect to the internet

Step 3: Connect local devices

Installing the TPx Switch

If you are using a switch you already own for your Local Area Network, you may skip this section. If you are using a Managed Switch from TPx , you will need to install it, using the following installation steps:

1. Remove the Managed Switch from its box (labeled with “Cisco Catalyst or Juniper”).
2. Connect Uplink Port 1 on the Managed Switch to the lan1 port on the MSR.
3. Connect the Managed Switch to AC power, using the included power supply.
4. Connect each of your LAN’s Ethernet cables to an open LAN port on the Managed Switch.
5. Your switch is now providing access to your WAN (Broadband) circuit.

Using MSx WAN with UCx Phones

https://www.tpx.com/managed-services-router-msr-ucx-self-installation-guide/

Troubleshooting

My PC won’t connect to the internet when directly connected to the Managed Services Router.
This situation is most common when your PC is already connected to a WiFi network. Please make sure to disconnect from all WiFi networks and temporarily disable your WiFi adapter before connecting your PC to the MSR

I’m running VLANs on my network. Can I still connect my computer through my phone?
Yes, though TPx may need to update the VLAN setting for each phone in order for your phones to fully function. Please make sure to tell your Hosted Design Manager of any and all VLANs on your LAN.

My phone cannot dial out or has quality issues during a call.
Because TPx will be controlling the flow of voice and data traffic through our MSR, all your calls should be smooth and uninterrupted. There are, however, several Local Area Network elements that can impact call quality or even prevent phones from registering. Should you experience a situation like this, please call TPx Managed Services Support at (855) 444-8722. Our Support Representatives will be able to review your recent traffic flow and call quality statistics to help isolate any issues that may exist. Please note, they may also ask that you connect the phone experiencing issues directly to the back of your MSR to rule out any possible LAN side issues. It is recommended that you have an appropriate power supply and Ethernet cable ready before you call.

How do I manually activate the MSR?
Before we ship your MSR, TPx will apply the initial configuration, including all provisioning settings and networking settings required.  All you need to do is connect the MSR to your modem and switch and give it power.

MSx WAN is our managed Software-Defined Wide Area Network (SD-WAN) solution. It connects your business locations using any combination of transport services, including broadband, dedicated internet, cellular (4G/5G), or MPLS.

It dynamically selects the best available path for network traffic to improve performance, reliability, and application experience across your WAN.

Why Customers Choose MSx WAN

As businesses grow and rely more on cloud and distributed applications, traditional networks can become complex, inflexible, and difficult to manage.

MSx WAN simplifies this by delivering a modern, flexible network that improves performance, reliability, and visibility—while reducing operational burden.

Improve Performance and User Experience

MSx WAN continuously evaluates network conditions and dynamically routes traffic to ensure critical applications—like voice, video, and cloud services—perform reliably.

Increase Availability and Resilience

By leveraging multiple active connections, MSx WAN keeps your business running even if a circuit fails, automatically shifting traffic to the best available path.

Gain Visibility and Control

Real-time dashboards and reporting provide insight into network performance, application usage, and traffic patterns—helping you make informed decisions and optimize your network over time.

Simplify Network Operations

TPx delivers a turnkey solution that includes deployment, monitoring, and ongoing support—reducing complexity and freeing your team to focus on strategic initiatives.

A Managed Approach to SD-WAN

MSx WAN combines advanced SD-WAN technology with TPx’s managed services expertise to deliver reliable, high-performance networking without the complexity of managing it yourself.

From initial deployment to ongoing operations, TPx helps ensure your network is optimized, secure, and aligned to your business needs.

Service Levels Overview

TPx offers two service levels for MSx WAN: Standard/Core and Advanced/Optimum.

Both include the same SD-WAN features, and implementation experience:

• Same technology and capabilities
• Same onboarding and deployment
• Same 24x7x365 monitoring, alerting, and visibility

The difference is how your service is supported

Service Levels At-a-Glance Difference

Standard/Core = Monitor + Notify (Customer Directed)

Advanced/Optimum = Monitor + Act (TPx Managed)

Incident Management (Troubleshooting) Standard/Core vs. Advanced/Optimum

Standard/Core (Customer-Directed)

• TPx monitors your network and notifies you of issues
• Service cases are automatically created for alerts
• TPx only acts when you request support
• You manage day-to-day operations

Result: When requested, TPx provides troubleshooting and remediation support. Activities—such as advanced troubleshooting, configuration changes, or non-standard requests—may be billable under Standard/Core .

Best for: Customers with internal IT expertise who want visibility and control

Advanced/Optimum (TPx-Managed)

TPx monitors your network and proactively investigates and resolves issues related to device down, link down, and high availability failover events.

• TPx performs ongoing administration, troubleshooting, and remediation
• TPx manages escalation and issue resolution end-to-end

Result: Service impacting issues are addressed quickly without requiring customer involvement

Best for: Customers who want a managed experience with minimal operational burden

Optional Add-On: Third-Party Vendor Management

For Standard/Core and Advanced/Optimum customers using their own internet providers (aka: Bring your Own Bandwidth BYOB, or Over the Top OTT) this service is available as an optional add-on and requires authorization. Third-party Vendor Management allows:

• TPx can act as your single point of contact
• TPx opens, manages, and escalates carrier tickets
• Helps accelerate issue resolution

Co-Managed Flexibility

Both Standard/Core and Advanced/Optimum support co-managed environments.

Customers can ask for access to the SD-WAN Orchestrator to:

• Make configuration changes
• Manage network settings
• Monitor performance and usage

How Support and Charges Work

• Standard/Core:
  • Support is provided on request
  • Certain activities may be billable depending on the nature of the request
• Advanced/Optimum:
  • Ongoing troubleshooting, remediation, and operational support are included
  • Designed to minimize unexpected support costs

Monitoring & Reporting (Included in All Service Levels)

TPx provides continuous monitoring and real-time visibility through the SD-WAN Orchestrator dashboards and reporting tools, including:

• Network and device status
• Bandwidth and traffic trends
• Application performance and QoE
• Latency, jitter, and packet loss
• Application and device usage insights

MSx SD-WAN Implementation and Onboarding

The following charts illustrate TPx project schedules for MSx Managed SD-WAN, including tasks and the length of each activity. A Project Manager (PM) will be assigned and monitor all aspects of the project, with respect to internal and external resources. This ensures that the Service is configured properly prior to operation of the network. The overall scope and goals of this project are to deliver the following:

A MSx Managed SD-WAN project is based on a forty-five business day schedule.

TPx makes your SD-WAN installation quick and easy.

Installation Options

MSR Remote Installation

The preconfigured MSR will be shipped at the specified customer location. The customer is responsible to cross connect the circuits and connect the power adapter.

MSR Professional Installation

TPx Technicians are available to assist with your service installation. If you choose to use TPx Professional Services for your installation, we will preschedule a time for a Qualified Professional to arrive at your install address and perform the following tasks:

• Mount all equipment in a secure and safe manner according to manufacturer guidelines and recommendations. This includes mounting on walls or in data racks and cabinets (mounting hardware sold separately)
• Confirm power requirements are met and adequate for the equipment being installed.
• Power on all devices and confirm programming.
• Locate and tag any TPx provided WAN circuits on both ends of the DMARC extension.
• Cross connect circuits from WAN circuit provider’s handoff to the End User’s preferred equipment installation location. (End User is responsible for providing available pairs or data cables to complete the extension. TPx has relationships with cabling specialist and can offer their services at an additional charge if the end user requires them.)
• Plug all circuits into TPx equipment and test connectivity and performance.
• Troubleshoot any issues and provide a corrective course of action to TPx Support and the End User for any identified issues.
• Assist End User in plugging their equipment into the TPx device and perform tests to confirm successful equipment installation.
• Work with TPx Support to confirm all End User ordered services are connected and performing as expected.

• Match the phone with the user who will receive that phone, according to the label on the outside of the box.
• Assemble the phone (connect the stand, handset cable, handset) according to the quick start card in the phone’s box.
• Connect an Ethernet cable from your LAN, to the LAN port on your phone.
• If you have a PoE switch (supporting PoE 802.3af), your phone will automatically power on and begin its boot cycle. All TPx provided switches include full PoE 802.3af support.
• If you do not have a PoE switch, connect the phone to AC power, using the appropriate power supply (typically shipped in a separate box).
• If you wish to use a PC behind your phone, you may connect it via an Ethernet cable to the PC port on your phone. Repeat this procedure for each phone you have.

Before you begin

Please make sure you have available power outlets for the Managed Services Router (MSR), the TPx Managed Switch (unless you are using your own switch) at or very close to the location where each device will be used. You will also need to make sure you have several available Cat 5e (or better) Ethernet cables for connecting your various devices.

Remove the MSR (labeled with “VeloCloud”) from its box.

Step 1: Connect to Power

Connect the power adapter to the AC power outlet and connect the other end of the adapter to the power port on the Edge. When the Edge powers ON, verify that the status LED on the front of the Edge is illuminated.

Step 2: Connect to the Internet

Connect one of the default WAN ports
(GE3-6 or SFP1-2) to an available Internet connection. (SFP modules are NOT included). Note: The Edge is configured by default to acquire a DHCP IP address from the ISP on the WAN (uplink). When the WAN connection is fully operational, the LED on the front of the Edge is green.

If you are using your own switch, connect your LAN switch to the GE2 port on the MSR.

*Step 3: Follow Email Instructions

*NOTE: This step is only needed with an unactivated MSR

TPx will traditionally send the MSR pre-activated. This step can be skipped if your MSR has already been activated.

If the box is not activated, you will receive an email from TPx with activation instructions and the activation link.

Step 4: Connect Local Devices

Connect local devices such as computers and switches to the MSR.

GE1: Private Segment (default)

GE2: UCx/Voice

GE3: TPx Public IP’s (Inbound Failover)

Installing the TPx Switch

If you are using a switch you already own for your Local Area Network, you may skip this section. If you are using a Managed Switch from TPx , you will need to install it, using the following installation steps:

1. Remove the Managed Switch from its box.
2. Connect Uplink Port 1 on the Managed Switch to the GE2 port on the MSR.
3. Connect the Managed Switch to AC power, using the included power supply.
4. Connect each of your LAN’s Ethernet cables to an open LAN port on the Managed Switch.
5. Your switch is now providing access to your WAN (Broadband) circuit.

Using MSx WAN with UCx Phones

• Match the phone with the user who will receive that phone, according to the label on the outside of the box.
• Assemble the phone (connect the stand, handset cable, handset) according to the quick start card in the phone’s box.
• Connect an Ethernet cable from your LAN, to the LAN port on your phone.
• If you have a PoE switch (supporting PoE 802.3af), your phone will automatically power on and begin its boot cycle. All TPx provided switches include full PoE 802.3af support.
• If you do not have a PoE switch, connect the phone to AC power, using the appropriate power supply (typically shipped in a separate box).
• If you wish to use a PC behind your phone, you may connect it via an Ethernet cable to the PC port on your phone. Repeat this procedure for each phone you have.

Troubleshooting

My PC won’t connect to the internet when directly connected to the Managed Services Router.
This situation is most common when your PC is already connected to a WiFi network. Please make sure to disconnect from all WiFi networks and temporarily disable your WiFi adapter before connecting your PC to the MSR

I’m running VLANs on my network. Can I still connect my computer through my phone?
Yes, though TPx may need to update the VLAN setting for each phone in order for your phones to fully function. Please make sure to tell your Hosted Design Manager of any and all VLANs on your LAN.

My phone cannot dial out or has quality issues during a call.
Because TPx will be controlling the flow of voice and data traffic through our MSR, all your calls should be smooth and uninterrupted. There are, however, several Local Area Network elements that can impact call quality or even prevent phones from registering. Should you experience a situation like this, please call TPx Managed Services Support at (855) 444-8722. Our Support Representatives will be able to review your recent traffic flow and call quality statistics to help isolate any issues that may exist. Please note, they may also ask that you connect the phone experiencing issues directly to the back of your MSR to rule out any possible LAN side issues. It is recommended that you have an appropriate power supply and Ethernet cable ready before you call.