Copyright © Blue-Wireless Pty Ltd 2005 SoftBX Services Controller, Call Server, H.323 Gatekeeper &...

Copyright © Blue-Wireless Pty Ltd 2005

SoftBX

Services Controller, Call Server, H.323 Gatekeeper & SIP Server

Training for

SoftBX Installation & Setup


SoftBX

Following installation of SoftBX Server, the PC will be re-started automatically. After the server PC re-starts for the first time a Product Key dialog will be displayed requesting entry of the SoftBX Server Product Key.

first time activation - entering product key

SoftBX Server consists of the following server components:

- SoftBX H.323 Gatekeeper

- SoftBX SIP Server

- SoftBX Call Server

These components are installed and executed as ‘Services’ under Windows 2000/XP/Server 2003

An additional component, ‘SoftBX-Server Service Control Centre’ automatically loads to provide Administrators control, management and logging features for the SoftBX Service & Servers.

Enter product key and press ‘OK’


SoftBX

accessing SoftBX-Server Service Control Centre

Right mouse click on its icon in the System Tray and select the menu option.

-About: displays information about SoftBX-Server Service Control Centre

-Hide: hides/shrinks the Service Control Centre to the System Tray

-Show: displays the Service Control Centre

-Exit: exits the application

Note: if the Service Control Centre’s Icon is not visible in the System Tray it is not currently active. To activate, click on its icon on the Desktop.


SoftBX

main menu

To hide display, click ‘Minimise to Tray’ button

when Service Control Centre is displayed after activation, the Log files sub menu is displayed as default

Click ‘Servers’ button to access the start & stop server functions

Click ‘Service’ button to access and set service start mode


SoftBX

At installation, SoftBX Service is set to ‘Disabled’. To complete the installation, the Start mode must be set to Automatic, saved and the PC must be re-started.

service start mode

Click ‘Service’ button to access and set service start mode

Click ‘Start Mode’ button to access and set service start mode

Click ‘Save & Close’, then re-start the Server PC. SoftBX Service and Servers will execute automatically when the PC has re-started.

Set start mode to ‘Automatic’


SoftBX

Servers start stop

To stop the SoftBX Service & Servers, click the ‘Stop’ button, to start click the ‘Start’ button

CAUTION:

NEVER use the Microsoft operating system Service Control application to start or stop the SoftBX Service and Servers

ALWAYS use the SoftBX Service Control Centre as it ensures the servers are activated in the correct sequence

Service and Server Status display

Click ‘Stop’ button to stop the service and servers

Click ‘Go’ button to start the service and servers


SoftBX

service and server status display - starting

Example below shows service and servers starting Red = Stopped (Non Operational)

- Orange = change in progress

- Green = Started (Operational)


SoftBX

service and server status display - active

Example below shows service and servers active

Monitoring indicator flashes when monitoring status (monitoring occurs for about 20 seconds after the Server , Start or stop buttons are clicked

- Red = Stopped (Non Operational)

- Orange = change in progress

- Green = Started (Operational)


SoftBX

service logs

Click ‘Past Logs’ to view or delete log files. The ‘Open’ files dialog is displayed. Click required log file to view or press the ‘Delete’ key to delete log file.

Selected past log file is displayed in viewing panel

Future - Features not yet implemented

-‘Active Log’ display

-‘Settings’, Active Log’ entries to display & ‘Past Logs’ to keep.


SoftBX

logging on to Administration Screen

Logging on as Administrator

Enter password

Click to proceed


SoftBX

system status indication

Extension number

IP Address and PC name

Extension Indications

Orange = Logged On

Grey = Logged Off

Blue = Call in progress

Blue Phone icon = H.323 phone


SoftBX

administration screen – extension right-click options

Forwarding to internal extension, forwarding to external location, forwarding to mobile, forwarding to private number and voice mail.

Forcibly log extension off from the server

The extension name displayed in the system database

Properties of this extension: basic settings, incoming call settings, outgoing call settings, extended settings

Delete the extension from the system

Forcibly reset the extensions password

Send the extension an Instant Message


SoftBX

server settings – ISDN tabEnter the Country Code ’61’ and Area code, e.g. 3 for Victoria & Tasmania

Tick to save a CDR file for analysis by an external Call Accounting system. AOC charge fee per unit

Enter incoming main service number (MSN) less the number of digits of the internal extensions. Also called main directory number (MDN). e.g if there were 3 digit extensions this field would be entered as: ‘94998’. ‘-0’ at the end of the number enables extension CLI to be sent on O/G calls, ‘-’ on its own disables extension CLI from being sent.

If Indial: Enter number of digits of internal extensions, e.g. Extension range 300-399 = 3 digits. IF no indial set length to ‘8’.

Enter the IDD prefix ’00’ and Area Code prefix ’0’ for IDD & STD calls

Dial Area Code Always: leave un-ticked

If using Project Codes (Account Codes) tick to remove from CDR (Call Detail Records).

While in status display click wheel icon on tool bar to access settings

Suppress Phone Number: if set, No CLI will be sent on O/G calls. (works in conjunction with ‘-0’ or ‘-’ see below & opposite

Transmit main number: if not set and ‘-0’ is appended to the main number, extension CLI will be sent on O/G calls.If set and ‘-0’ is appended to main number, then main number is sent

Dial Tone & Ext fields are used when interfacing to another PBX system.


SoftBX

server settings – server tab #1

Text Message: select the wave file to be played to the caller before the operator answers. (When the call is presented to the operator for answering, this message will be played as a pre-announcement).

Waiting loop: select the wave file to be played to the caller. This will be played after the Server pre-answers the call and the call is placed in the operator queue.

Accept call after ‘n’ rings must be set to pre-answer the call, otherwise the waiting loop message will not be played.

Enter number of rings before the waiting loop message is played to incoming caller: 0 rings = no message

Release in Group (Call Pick Up Group (CPUG) release to Group timing): set the number of rings before an unanswered call to an extension in a CPUG releases to other CPUG members.

SIP & H.323 extension access to CPUG calls:

Direct Call Pick Up = ‘#nnn’

Group Call Pick Up = ‘#*’

Where ‘nnn’ = the ringing extension’s number


SoftBX

server settings – server tab #2

Enter the digit used for Outgoing calls to the Telco ISDN: ‘0’ is default.

Enter the names of call pick up groups (CPUG). Can be assigned to place extensions into CPUGs. Extensions can be in multiple CPUGs.

Activate compression: Default = G.711 (64Kbps) Compression on = G.723 (6.4Kbps). Data block size set at 240 bytes.

IP-address: by defining the IP ranges of SoftPhones and SIP phones, SoftBX Server can instruct them to send their voice packets directly to each other (peer to peer streaming, i.e. SoftPhone to SoftPhone and SIP to SIP), by passing the Server. Only control data packets are sent to the Server in this mode. IP ranges can be defined using wildcards e.g.:

- 90.0.0 = the entire ‘C’ class 90.0.0.0 to 90.0.0.255

- 90.0. = the entire ‘B’ class address range of 90.0.0.0 to 90.0.255.255

Use the insert button to load them into the box below. (Max 20 entries)

H.323 extensions cannot peer to peer stream.

Enter H.323 Gatekeeper IP address (for SoftPhones and H.323 Phones): Generally same IP as for SoftBX Server

Mail Sender/SMTP Server: enter the email address to be used as the sender and the IP address (URL) of the SMTP email server. (Used to send Voice Mail messages as email attachments).

Prefix to Extensions (Carrier Over-Ride): enter carrier over-ride numbers for Least Cost Routing (LCR), separated by commas.

Prefixes for call barring (STD & IDD barring). Default settings at install. Refer Client settings to assign to extensions.

Project ID (Account Codes): enter length/number of digits


SoftBX

server settings – gateway tab (For Networking/Cascading SoftBX Servers)

Enter the remote Gatekeeper’s name as a text label. e.g. blue-wireless, this must match the text label in the remote Gatekeeper’s ‘Gatekeeper Tab | Gatekeeper name field’.

Enter the remote Backup Gatekeepers IP Address – if any

Enter the length of the internal extensions, e.g. 3 digit or 4 digit. This will be used to determine the extension numbers from the phone number for analysis

Enter the extension number range – the number block from the local ISDN that is to be forwarded to the remote Gatekeeper (format eg.: Range: 300-399 or individual using comma separation: 300,301,302,…)

Enter Prefixes that are to be blocked, i.e. if the remote Gatekeeper extensions are not allowed to dial out to the ISDN, enter ‘0’ to block all outgoing calls for the remote extensions. Default = ‘*’ all allowed

Enter the Phone Number – this must match the number entered into the ISDN TAB. (do not include the area or country codes)

To complete each Gatekeeper entry: press ‘Insert’. To exit press ‘Save’

Select the type of the remote connection: Gatekeeper or SIP Proxy, from the drop down box

Enter the number of concurrent conversations/channels. This is dependant upon bandwidth available from the IP link

Future


SoftBX

server settings – Gatekeeper tab

Select the protocol type: ISDN/CAPI, H.323 or SIP Proxy

Enter the address of the backup Gatekeeper, if any, and check/tick the backup mode box

Check/tick if the main and backup Gatekeepers are to have their data synchronised.

Enter the remote Gatekeeper’s address in the form of an internet URL ( ‘Uniform Resource Locator’ e.g. Blue-Wireless Melbourne office: blue-wireless.mine or IP address number: 90.0.0.100 )

Enter the dialled prefix to detect, i.e the number to detect after a ‘0’ is dialled. To capture calls directed to the ISDN that are to be ‘Least Cost Routed’ to another SoftBX Server/Gateway, enter the exchange line number of the remote SoftBX Gateway. e.g. for calls to Blue-Wireless Melbourne office enter ‘94998990’

Enter the characters to be added/inserted to the prefix – if any

Enter the name of this Gatekeeper (this is a text label)

To complete each Gateway entry: press ‘Insert’. To exit click ‘Save’Select Priority: order the entries for like prefixes

Enter the characters to be stripped from the prefix – if any


SoftBX

server settings – client default tab Note: This tab is used to set the default features assigned to new extensions when they are created

Check to enable audible beep to SoftPhones when an unanswered call has been released to the CPUG for answering. ‘Speaker in Parallel’ must also be set at the SoftPhone.

Check to sound the PC chassis speaker on incoming calls

Check to stop extension number from being sent to called party

Enter Customer’s SoftPhone License Key – required for ACD Qs etc

Check to answer incoming calls automatically on arrival

Check to provide automatic redial facility

Check to use G.723 (6.4Kbps) instead of G.711 (64Kbps) for voice transmission – SoftPhones Only. (for low speed networks)

Check to reduce the amount of voice data sent during pauses – similar to Voice Switching

Check to adjust the microphone level automatically for each call – SoftPhones Only

Check to reset audio mixer settings before every call

Check to use a wave file as ring indication

Echo suppress -leave checked

Future

Check to automatically record calls to hard disk – SoftPhones Only

Check for SoftBX to control the audio device inputs automatically

Check for SoftBX to create new phonebook entry for unknown caller


SoftBX

extension new entry – basic settings for SoftPhone

Select extension Type as ‘softclient’ (SoftPhone) other types include IP-Phone, Analog phone /fax, H.323 phone, service number (telco/operator), or call centre number

Future – Windows Account logon

Enter the password and revalidate

Enter the subnet mask for the SoftPhone client

Select to enter the password manually

Select for password same as user name

Enter the extension number

Enter the user name and company details (note: only members of the same company will be able to see each other via the SoftPhone display)

While in status display click wheel icon on tool bar to access settings


SoftBX

extension new entry – basic settings for ip-phone

Enter extension number

NOTE: Enter username, password, SIP account details and extension number in the settings of the SIP phone being installed

Example: new extension entry:

IP-Phone (SIP) e.g. Perfectone IP300

Set password is equal to user name


SoftBX

extension new entry – extended settings

Check to enable extension as a call centre agent – only available if the optional ACD Queue feature is installed

Enter the IP address for this extension’s preferred Gateway – on installations with multiple ISDN, H.323 or SIP IP Gateways – normally blank

Select wave file to be played to callers on hold

Check if this extension is to have Supervisor rights to change system settings

Check if this extension is allowed to use the Do Not Disturb facility

Check if this extension is a Virtual Extension: that is, is allocated a number from a pool of numbers when logging in

Future: Leave Unchecked

Check to disable 2nd call line: rejects new I/C call if already busy

Check to disable Operator Barge In on extension’s calls

Enter the extension numbers of all extensions for which this extension can change the call forwarding settings

Check to disable this SoftPhones extension Status Display


SoftBX

extension new entry – outgoing call settings

Carrier Pre-Select code for this extension – if its calls are to be routed to another carrier

Call Barring Prefixes: a predefined (by Blue-Wireless) list of area and service code prefixes is displayed in this panel for assignment to extensions

Select the prefixes that are to be applied to this extension, i.e. select the prefixes by highlighting them with the mouse and clicking the centre buttons to assign the prefixes to the window on the right of the panel. e.g. this extension is barred from calling any number starting with the prefixes shown in the right panel. (include the first ‘0’ to dial out of SoftBX)

Enter any prefixes that are to enable calls, e.g to enable a specific number to be dialled that is barred by a general barring prefix entry in the right panel. (‘00190’ in the right panel bars all ‘00190’ calls, however by inserting ‘001901’ all calls starting with ‘001901’ will be allowed, thus over-riding the general ‘00190’ bar. Separate multiple entries by commas ‘,’


SoftBX

extension new entry – incoming call settings

Check to enable second calls for SoftPhones and IP-Phones (SIP) if the IP-Phone handsets have two line facility. Un-checking results in the extension only handling one call at a time

Enter the extension number of other extensions that are to ring when this extension receives an incoming call. Separate multiple entries with commas ‘,’. These extensions will then be able to answer calls directed to this extension.

To allocate a Call Pick Up Group (CPUG) to this extension highlight the CPUG name(s) and click the centre button(s) to assign the CPUG(s) into the right panel.

Enter additional numbers to be allocated to this extension. Calls to these additional numbers as well as calls to the extension’s original number can be answered at this extension. e.g. where an indial number range does not directly equate to the extension number range, the indial number for this extension can be entered in here.

Check if this extension is to take over incoming calls from the Operator when the Operator is busy on a call (overflow)

Call Pick Up Group (CPUG) names defined in the Server configuration tab appear here in a list


SoftBX

Set forwarding numbers: for external numbers omit the ‘0’ to dial out of SoftBX and omit the leading ‘0’ in STD Area codes

Set number of rings before next forward Name for Forwarding Rule

forwarding target settings

Set priority or order for each forward

Click to turn voice mail on or off as last choice after all forwards – crossed = off


SoftBX

forwarding to voice mail settings

(Future Option – scheduled for implementation next major release): Select a wave file as a sign off message

Activation rule: select the type of call, apply to and exception rules.

Select the wave file to provide an announcement to the caller. This announcement is recorded using the SoftPhone voice mail panel

Activation rule: busy or alwaysRemote message retrieval (only possible if extension is logged off and calling from a DTMF phone): call own number from remote telephone, as the announcement is playing enter the PIN code and press ‘#’, if the PIN is correct a message ‘PIN code OK’ will be heard (if not, nothing will be heard), press ‘#’ again to play messages.

First and second email addresses for notification:

1. first email address enables forwarding of the voice mail (VM) as a wave file attachment.

2. second email address enables notification only

3. PIN code (1 to 5 digits) to be used for remote access to VM


SoftBX

Press ‘Save’ to save and exit

forwarding rules settings

Set a date/time range for forwarding to be active

Activation rule: Check to activate this forward when this extension is logged on

Activation rule: Check to activate this forward when this extension is logged off

Set call forwarding schedule for days of the week and special days


SoftBX

journal

Right mouse click an entry to select an option

Click ‘print’ to print the entry

Click ‘delete’ to delete the entry

Click ‘filter’ to use the filter facility to search for entries. Click

‘save as text file’,

- to copy the journal entry details to a text file for external processing


SoftBX

setting journal entry filter

Click the tab corresponding to the type of search required:

-serial number of the record

-date

-time

-charging information

-duration (of the call)

-partner (called number)

-provider (telco carrier)

-state (call state)

Journal entry filter provides facilities to search the list of journal entries by specific details

Check to save the filter criteria for later use

Enter search criteria in the

-from

-to

-or the ‘quick search by phone number’ fields & click ‘ok’


SoftBX

Click high, normal, low, to set priority

Select one or more user entries to receive message – enter subject, then type a message

Click send

instant message-sendingSelect message sender in list then click paper icon to open instant message box. Alternatively, right click the extension entry in the status display and click ‘send message’


SoftBX

setting up a conference bridge for scheduled use

SoftBX Server provides conference bridge facilities for internal or external users. This feature differs from the multi-party conference facility that can be set up by SoftPhone extensions ‘on demand’. Typical use would be for conferences that are scheduled and held regularly. Users enter the conference by dialling the conference extension number (available internally and externally via Indial or VoIP Gateway connection) at the nominated time and entering the PIN code.

Extension: enter an extension number

Future - not implemented yet

Pin Code: enter an PIN code for users

Right mouse click in conferences box to create a new conference, then rename it to the desired name

Max users: enter the maximum number of participants. (only limited by available bandwidth)


SoftBX

ASP settings

Optional Facility: SoftBX provides ASP features to enable multiple companies to use the system in a Tenancy arrangement. Each company/tenant can have their own ISDN trunks and MDN as well as unique settings for CPUGs, CPUG release to group delays, waiting loop, pre-announcement messages, Project ID etc

Right mouse click to create a new client (company/tenant) then rename to desired name.

For each, enter the information shown

Release in Group (Call Pick Up Group (CPUG) release to Group timing): set the number of rings before an unanswered call to an extension in a CPUG releases to other CPUG members & CPUGs

Text Message: select the wave file to be played to the caller before the operator answers. (When the call is presented to the operator for answering, this message will be played as a pre-announcement).

Enter number of rings before the waiting loop message is played to incoming caller: 0 rings = no message

Waiting loop: select the wave file to be played to the caller. This will be played after the Server pre-answers the call and the call is placed in the operator queue.

Future Features

Trunk group: select and assign from displayed trunks group drop down box

Check to remove Project ID from CDR

Check to save CDR

Number of Project ID digits

Outgoing call digit ‘0’


SoftBX

call centre – skill based routing table

Optional Facility: SoftBX provides inbound ACD Q features including various messages, skill based routing, and agent assignment to multiple Qs. Q agent extensions must be allocated as ‘is call centre agent’ in the extension’s extended settings. They will then appear in the agent tab of the Server

To configure Qs click the ‘agent’ tab then click the ‘wheel’ icon

Future feature1. Click in client box to create and rename new Q to the extension name & number defined as its pilot/access.

2. Enter Q pilot number, define messages and skills groups

3. Set message times and accept call after ‘n’ rings, wrap up time, average call duration, forwarding, call reservation time and priority

4. Set skill groups, access numbers and message.

Set for each Q that the agent is to be in:

1. Skill groups

2. Priority level

3. Call group ID

4. Inbound or Overflow function (Outbound N/A)

Right mouse click the agent entry to set its properties

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX Services Controller, Call Server, H.323 Gatekeeper &...

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Transcript of Copyright © Blue-Wireless Pty Ltd 2005 SoftBX Services Controller, Call Server, H.323 Gatekeeper &...