Televantage 6.0 Upgrade Manual

Transcription

TeleVantage 6.0 Upgrade Manual
Copyright 2004 by Artisoft, Inc.
Disclaimer:
This document is provided for your information only. This manual and the information contained
herein does not in any way constitute a promise by Artisoft that the TeleVantage 6.0 software will
perform as described in this manual. This manual and its contents are provided as-is, without
any implied or express warranties or guarantees of suitability. The content of the course material
is subject to change without notice. Artisoft, Inc. is not liable for any damages resulting from any
defect in this manual or its contents. The user assumes all risks as to the suitability and quality of
this manual and use of its content.
This manual is a product of the Artisoft Training Department. Please report any and all problems
and corrections to the Training Department at training@artisoft.com.
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Table of Contents
Table of Contents ............................................................................................................................ 3
Introduction ...................................................................................................................................... 7
Scope ........................................................................................................................................... 7
Audience ...................................................................................................................................... 7
Organization................................................................................................................................. 7
Windows Desktop Client.................................................................................................................. 8
Client renamed to “ViewPoint” ..................................................................................................... 8
Call Monitor Tab Sort Order and Visibility.................................................................................... 8
MDAC 2.7 SP1A Installed............................................................................................................ 9
Mute/Un-mute All Conference Parties in Call Monitor ................................................................. 9
“Access Tools Menu in ViewPoint” Permission ......................................................................... 10
ViewPoint Client Add-ins............................................................................................................ 10
Busy Station Routing List Final Action....................................................................................... 12
Calling As Identity Control in ViewPoint..................................................................................... 14
Camp-on .................................................................................................................................... 15
3rd-party Control Update............................................................................................................. 16
Drag & Drop External Address into Call Monitor ....................................................................... 16
Navigator Bar for ViewPoint....................................................................................................... 17
Play Audio into a Call................................................................................................................. 20
User and Contact Enhancements .............................................................................................. 22
French Localized Client ............................................................................................................. 24
Web Services................................................................................................................................. 25
French Localization.................................................................................................................... 25
External Station Support ............................................................................................................ 26
Navigation Pane......................................................................................................................... 26
Play Audio Into a Call................................................................................................................. 26
Contact and User Enhancements .............................................................................................. 27
Camp on Busy............................................................................................................................ 27
Telephone User Interface .............................................................................................................. 29
Record Call Feature Code ......................................................................................................... 29
Transfer to External Number via Telephone.............................................................................. 29
*91 and *99 Support for Extensions Routed to Trunks .............................................................. 30
Assign Stations to Existing Extensions via *0............................................................................ 31
Permissions Restricting Access to TUI Features....................................................................... 31
Contact Manager Support ............................................................................................................. 32
ACT! Version 6.0 for Windows 2004 Support ............................................................................ 32
Platform Requirements.................................................................................................................. 33
Windows 2000 Service Pack 4 Support..................................................................................... 33
Windows 2003 Server for TeleVantage Workstation Applications and TeleVantage Server .... 33
Windows XP for TeleVantage Server ........................................................................................ 33
Microsoft Data Engine 2000....................................................................................................... 33
MSDE 2000 for MSDE 7.0 upgrades ......................................................................................... 33
Windows NT Server and Workstation No Longer Supported .................................................... 34
Telephony Hardware & Drivers ..................................................................................................... 35
Updated Dialogic DMU Utility..................................................................................................... 35
Dialogic System Release 5.1.1 Feature Pack 1 ........................................................................ 35
Dialogic Driver Updates ............................................................................................................. 35
Dialogic GlobalCall 4.0 Protocol support ................................................................................... 35
DI/0408LSA Revision 2 Integrated Trunk & Station Board........................................................ 36
General Description................................................................................................................ 36
Electrical and Mechanical Characteristics.............................................................................. 37
Automatic failover................................................................................................................... 38
Voice Resources .................................................................................................................... 38
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Support for Revision 2 of DI/SI16, DI/SI24, and DI/SI32 Station Boards .................................. 39
Support for DM/IP0821A-T1 and DM/IP0821A-E1-120............................................................. 39
DMV160LP Analog Trunk Board Support.................................................................................. 40
Toshiba Digital Telephone Support and New Features................................................................. 41
Introduction ................................................................................................................................ 41
Supported Toshiba Hardware .................................................................................................... 41
Installation .................................................................................................................................. 43
Configuration.............................................................................................................................. 44
Toshiba Boards ...................................................................................................................... 44
Toshiba Stations..................................................................................................................... 44
Telephone Features................................................................................................................... 45
Hot Keypad............................................................................................................................. 45
Ring Controls.......................................................................................................................... 45
Pickup Behavior ..................................................................................................................... 46
Voice-first Answering.............................................................................................................. 47
Hands-free Answering............................................................................................................ 47
Background Ring for Call Waiting .......................................................................................... 47
LCD Display & Controls.......................................................................................................... 48
Feature Buttons...................................................................................................................... 50
New Features for Toshiba Stations ........................................................................................... 60
Personal Status Strata Buttons .............................................................................................. 60
Custom Speed Dials............................................................................................................... 61
Ringing Line Preference for Toshiba phones......................................................................... 61
Server Functions............................................................................................................................ 62
Business Hours Enhancements................................................................................................. 62
Hold Audio Input Support........................................................................................................... 63
Call Recording Reminder Beeps................................................................................................ 66
Dialogic Firmware Dump Automation ........................................................................................ 67
Toshiba Station Board Timeslot Allocation ................................................................................ 69
Drop Loop Current on Idle Station ............................................................................................. 69
Monitor, Coach, and Join Non-queue Calls ............................................................................... 71
Null Stations ............................................................................................................................... 74
External Stations ........................................................................................................................ 75
Statically-assigned External Stations ..................................................................................... 76
Automatic update of External Station Address for an IP Telephone...................................... 79
Null Stations ........................................................................................................................... 80
Dynamically-created External Stations .................................................................................. 80
Delayed Connection ............................................................................................................... 80
Associating a Call with an External Station............................................................................ 81
Call Log Entries ...................................................................................................................... 82
Ring Cadences....................................................................................................................... 82
Call Waiting on External Stations ........................................................................................... 82
Upgrading Existing IP Telephone Users to External Stations................................................ 82
Reserve Station Licenses for IVR Plug-ins................................................................................ 84
Customizable Locations for Database Files .............................................................................. 85
Voice Message Archiving........................................................................................................... 85
Automatic Archiving................................................................................................................ 85
Manual Archiving.................................................................................................................... 87
TeleVantage Recording Browser ........................................................................................... 88
Dial a Voice Mailbox Directly ..................................................................................................... 90
Default Flash Behavior............................................................................................................... 91
Park/Hold Ring Back Behavior................................................................................................... 92
MSDE SA Password .................................................................................................................. 92
SMTP Support for Email Notifications ....................................................................................... 93
Trunk Configuration ....................................................................................................................... 94
Delayed Answer......................................................................................................................... 94
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ISDN Setting Changes............................................................................................................... 96
Called Party Number Default Plan ......................................................................................... 97
Called Party Number Default Type ........................................................................................ 97
DNIS wait time........................................................................................................................ 97
Dump call info......................................................................................................................... 97
Facility feature or service ....................................................................................................... 97
Facility feature type ................................................................................................................ 97
Handle disconnect with audio................................................................................................. 98
Minimum length of DNIS ........................................................................................................ 98
Overlapped DNIS ................................................................................................................... 98
Send call proceeding.............................................................................................................. 98
Two B channel transfer supported ......................................................................................... 98
Device Monitor and Trunks View Enhancements ...................................................................... 98
Conferencing using Selected IP Trunk Boards and a Host-based Stack ................................ 100
Dialogic GlobalCall IP With Split Call Control Support ............................................................ 100
Embedded and Host-based H.323 Stacks ........................................................................... 100
Configuring IP Boards for Host-based Stack ....................................................................... 101
Configuring Boards for Embedded Stack............................................................................. 104
Codec Assignments ............................................................................................................. 104
Two B-channel Transfer for NI2............................................................................................... 105
Dialing and Routing Services ...................................................................................................... 106
Paging Ports............................................................................................................................. 106
User Configuration....................................................................................................................... 107
Permissions Restricting Access to TUI Features..................................................................... 107
User Permissions ..................................................................................................................... 107
User Number Enhancements................................................................................................... 110
Hold Music Controls................................................................................................................. 111
Drop Loop Current When Idle .................................................................................................. 111
Enable Multiple Line Appearances .......................................................................................... 111
Flash Behavior ......................................................................................................................... 112
Imitate a Station Control .......................................................................................................... 112
Coach, Monitor, and Join Personal Calls................................................................................. 114
Use Navigation Pane ............................................................................................................... 115
Workgroups ................................................................................................................................. 116
Transfer to Workgroup Action in Auto Attendants ................................................................... 116
Simultaneous Ring for External Stations ................................................................................. 116
*91 and *99 Support for Extensions Routed to Trunks ............................................................ 117
Auto Attendants ........................................................................................................................... 118
Modify Default Auto Attendant Extension ................................................................................ 118
User login transfers to an extension ........................................................................................ 118
Hold Music Controls................................................................................................................. 120
Transfer to a Workgroup Menu Action..................................................................................... 121
Voice-over-IP and IP Gateways .................................................................................................. 122
Uniden UIP300 Phone Support................................................................................................ 122
Relay PSTN Caller ID Information from H.323 Gateways ....................................................... 124
Call Center................................................................................................................................... 125
Call Center Queue Wait time announcements in seconds ...................................................... 125
Agent Status Enhancements ................................................................................................... 125
Mail Usage Column in Queues View ....................................................................................... 126
Overflow Call Routing Enhancements ..................................................................................... 127
Hold Music Source Selection ................................................................................................... 129
Call Center Reporter.................................................................................................................... 130
Call Center Reporter Options................................................................................................... 130
Toll free Options ................................................................................................................... 130
In-state Options .................................................................................................................... 130
Criteria for counting calls...................................................................................................... 131
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Grouped Service Level Report................................................................................................. 132
Unanswered Calls During Business Hours.............................................................................. 134
Call Summary Report............................................................................................................... 136
Outbound Call Comparison Report.......................................................................................... 138
Trunk Usage Report................................................................................................................. 139
Outbound Long Distance Summary......................................................................................... 141
Outbound Calls by Phone Number .......................................................................................... 142
Call Transfer Report................................................................................................................. 143
User Call Trends Report .......................................................................................................... 145
Agent Call Trends Report ........................................................................................................ 146
Maintenance and Administration ................................................................................................. 147
System Shutdown Enhancements........................................................................................... 147
Delayed shutdown................................................................................................................ 148
Prevent new calls ................................................................................................................. 148
Terminate existing calls........................................................................................................ 148
Service shutdown options .................................................................................................... 148
Capture Dialogic firmware dump .......................................................................................... 149
Restart TeleVantage server after shutdown......................................................................... 149
Shutdown Reason ................................................................................................................ 149
Device Types and Names in the Device Monitor..................................................................... 149
ISDN Red Alarm Notification via NT Events ............................................................................ 151
Maintenance Log Enhancements ............................................................................................ 152
TeleVantage Server Process Dumps ...................................................................................... 153
Problem Report Wizard Enhancements .................................................................................. 154
Include a Database Backup ................................................................................................. 154
Command Line Interface ...................................................................................................... 155
Include Dialogic Firmware Dumps ....................................................................................... 157
Default Contact Information and Email Options ................................................................... 157
Automated Collection of Server Information ........................................................................ 157
Server Log Improvements........................................................................................................ 158
TeleVantage Event Log ........................................................................................................... 159
Trunk Log ................................................................................................................................. 159
Identify Active Party on a Device ............................................................................................. 164
Dial Plan View .......................................................................................................................... 165
TeleVantage 6.0 Upgrade Procedure.......................................................................................... 167
Installation CDs ........................................................................................................................ 167
Shut Down and Back Up TeleVantage 5.0 Server................................................................... 167
Shutdown the Dialogic SR 5.1.1 SP1 Drivers......................................................................... 170
Upgrade Intel Dialogic SR 5.1.1 Drivers .................................................................................. 171
Install Intel Dialogic Driver Updates ......................................................................................... 175
Upgrade MSDE (Optional) ....................................................................................................... 178
Upgrade TeleVantage Server .................................................................................................. 182
Upgrade Workstation Applications........................................................................................... 191
Upgrade TeleVantage Web Services ...................................................................................... 198
Enter and Activate Licenses .................................................................................................... 204
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Introduction
Scope
This document describes the new features in TeleVantage Version 6.0. It also describes the
changes made to existing features for Version 6.0 relative to TeleVantage Version 5.0. The final
section of this manual provides instructions on how to upgrade from TeleVantage Version 5.0 to
TeleVantage 6.0.
Although an attempt is made to document all the changes and additions from Version 5.0 to
Version 6.0, some information may be omitted, as this manual was originally published some
time before the release of the TeleVantage 6.0 product. Refer to the documentation included with
your TeleVantage 6.0 software for a complete description of the product.
Audience
This manual is intended for use primarily by those existing TeleVantage value-added resellers
that are currently authorized to sell, install, and maintain TeleVantage Version 5.0. The
information in this document may also be of interest to TeleVantage distributors, and to any
technical personnel responsible for installing, configuring, or maintaining TeleVantage 6.0. The
reader is assumed to be familiar with the features and operation of TeleVantage 5.0, the various
Windows operating systems, Intel’s Dialogic telephony hardware and software, and the public
telephone network.
New value-added resellers are required to attend the TeleVantage 6.0 Essentials Training course.
Refer to the Training page on the Artisoft website for more information.
Organization
The content is divided by application. The new features of the Viewpoint Client, Web Client,
Telephone User Interface (TUI), Administrator and server are each listed separately. Where
controls for a new feature appear in more than one application program, there is a section
describing that feature for each application program.
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Windows Desktop Client
Client renamed to “ViewPoint”
The client application for TeleVantage 6.0 is called “ViewPoint”. The web-based version of the
client is called “ViewPoint Web Access” .
Call Monitor Tab Sort Order and Visibility
Figure 1. Show Tabs Dialog in Call Monitor
The user can now specify which Call Monitor tabs appear in the Call Monitor view and call pane
of the ViewPoint client. The order in which these tabs appear can also be specified.
To change the visibility or display order of the Call Monitor tabs, right-click on one of the tabs in
Call Monitor and choose “Show Tabs…”. (See Figure 1) The Show Tabs dialog box appears.
To make a tab visible, select the tab’s name in the “Available tabs:“ column and choose “Add >”. To hide a currently shown tab, select the tab’s name in the “Show these tabs in this order”
column and choose “<- Remove”.
The tabs are displayed in the Call Monitor, from left to right, in the order they appear in the “Show
these tabs in this order” column. To change the order the tabs are displayed, select a tab’s
name in this column and then use the up or down arrow to modify its position in the list.
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Figure 2. Parked Tab in Call Monitor
In addition, a new Call Monitor tab, the Parked tab (Figure 2), displaying the parked calls on the
system, can be made visible. (This is the same information shown in the Tools>Unpark dialog.)
To display this tab, check the “Show all parked calls” checkbox. The Parked tab appears in
the ”Available tabs” field. Highlight Parked with the mouse and hit the “Add ->“ button.
MDAC 2.7 SP1A Installed
The TeleVantage server, workstation application, and web services installers install Microsoft
Data Access Version 2.7 Service Pack 1 Refresh ( also known as Service Pack 1a) if MDAC
Version 2.7 or higher is not already installed on the target machine.
Mute/Un-mute All Conference Parties in Call Monitor
The ViewPoint program now allows a user to mute or un-mute individual parties in a conference.
By selecting more than one party (using the Shift key or Ctrl key), multiple parties in the
conference can be muted or un-muted simultaneously. (See Figure 3.)
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Figure 3. Mute for Multiple Parties to a Conference
To mute one or more parties, highlight those parties in the Call Monitor, then right-click and select
Mute. The same procedure is used to un-mute one or more parties that have been muted.
When a party to a conference has been muted, that person’s audio is no longer mixed with that of
the conference. That person hears the remaining un-muted parties in the conference, as do all
conference participants. (Muted parties do NOT hear hold music.)
“Access Tools Menu in ViewPoint” Permission
The new user permission “Access Tools Menu in ViewPoint” has been added to the properties
of users and roles. When a user has this permission set to a value of “Disallow”, the Tools menu
no longer appears in ViewPoint, preventing the user from accessing these menu choices. Note
that many of the functions on this menu can be accessed through other controls in the ViewPoint
client, for example, audio output can be switched between the telephone and speakers using the
controls in the status bar, even though the Audio Output menu is not accessible from the Tools
menu. Also, this permission does not limit access to the Options dialog in ViewPoint Web
Services.
ViewPoint Client Add-ins
Add-Ins are software components you can develop that communicate with the executable for the
TeleVantage ViewPoint application. An add-in application is loaded when ViewPoint is loaded
and is notified of changes in the ViewPoint session, such as when folders are changed and when
menu items are selected. Add-Ins can add custom menus and toolbar buttons to the ViewPoint
client, display messages on the ViewPoint status bar, and more. Most importantly, an add-in has
access to ViewPoint’s Client API session object, so it can receive the same events that ViewPoint
receives and has access to the same data on the user’s calls and the status of the server. An
add-in can do anything a Client API application can do, without the need to log in or consume
additional memory, since it shares ViewPoint’s Session object. Unlike regular Client API
applications, add-Ins have the advantage of knowing exactly what the user is doing in ViewPoint.
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A sample add-in application, Reverse Phone Number Lookup, is supplied with TeleVantage 6.0.
This sample application adds the Reverse Phone Number Lookup menu item (Figure 4) to the
shortcut menus for call log entries, voice mail message, and other items in ViewPoint that have
telephone numbers associated with them. When this menu choice is selected, the add-in opens
a web browser and passes the telephone number to a web-based search engine.
Figure 4. Reverse Phone Number Lookup Add-in Menu Item
Add-ins are installed and managed using Add-ins Manager (Figure 5), found in ViewPoint under
the Tools menu. The name, creator, and version number of all the add-ins installed on the
workstation are displayed.
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Figure 5. Add-in Manager Dialog
To install an add-in from the Add-ins Manager, choose “Add…”and navigate to the location of the
add-in executable to be installed. (TVReversePhoneLookup.dll, the executable for the sample
application, is found in the \Netsetup folder.)
The “Options…” button allows the user to configure a selected add-in, if the add-in has any usersettable parameters. (See Figure 6.)
Figure 6. Add-in Manager's Options Dialog
Busy Station Routing List Final Action
The busy station final action in a routing list allows a user to have an call that comes to his
extension when his station is busy handled differently from when his station is idle. By checking
the “Handle busy calls differently from calls not answered” checkbox (Figure 7) in a routing
list, he can specify a routing list final action for calls that attempt to ring his station when the
station is off-hook.
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Figure 7. Busy Station Final Action in a Routing List
With this control checked, a list box appears that allow the user to specify one of two final actions:
•
•
Final action if the call is not answered (ring no-answer final action)
Final action if the station is busy (busy station final action)
Both final actions allow the user to specify if a greeting is played to the caller, and if so, select a
greeting to be played. The user can select an action that determines how the call is treated in
each situation (busy or ring no-answer).
The options for the greeting and actions settings in the ring no-answer case are the same as
those found in TeleVantage 5.0 routing list final actions. See Using routing lists on Page 15-7 of
Using TeleVantage.
For the busy station case, the Play greeting control’s list box includes one additional greeting:
“System camp on greeting”.
The Action field of the busy station final action has the following available values:
•
•
•
•
•
•
•
Take Message
Hang up
Prompt to hang up
Transfer to an extension
Transfer to other voicemail
Pause and repeat
Camp on station
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All of these actions, with the exception of “Camp on station”, are found in the ring no-answer
final action, and in TeleVantage 5.0 routing list final actions, and operate in the same manner as
they did in TeleVantage 5.0.
The “Camp on Station” final action allows the user to “queue” a call to his extension while his
station is busy. The system places the incoming call on hold. The caller hears either the system
camp on greeting or a similar greeting that the user records: “The person you have attempted to
reach is on the phone. To hold for your party, remain on the line. Otherwise, to leave a message,
press 1. To end this call, press 2.” The greeting repeats every 60 seconds. the caller can press
“1” to go to your voice mail or “2” to disconnect the call. In between greetings, the caller hears
hold music, if configured.
The busy station final action is performed whenever the server attempts to route an incoming call
to an internal or external station and that station device is busy. A single-line station is busy if it is
off-hook. A station device with multiple line appearances, such as a Toshiba phone, is
considered busy if one line appearance is in use. (The call rings an available line appearance,
and if it is not answered, the busy station final action is performed.)
The Standard routing list behavior is to camp-on the station if the extension is busy. This default
setting, like all settings in the Standard routing list, cannot be changed. However, the Standard
routing list does allow the user to uncheck “Handle busy calls differently from calls not
answered”, thereby disabling the camp-on feature.
Calling As Identity Control in ViewPoint
A user can now change his “calling-as” identity from the status bar in ViewPoint. For a user who
is an agent in a Call Center queue, the name and extension field in the right-hand side of the
ViewPoint Status bar is a drop-down list box (Figure 8). By clicking on this control and selecting
the desired name and extension, the user can change his calling-as identity to that of any Call
Center queue he is an agent in. He can change his calling-as identity back to his own extension
by choosing his name in the drop-down list. The *14 quick command can still be used to change
a user’s calling-as identity via the telephone keypad. Changes to the calling-as identity made
from the handset are reflected in the status bar.
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Figure 8. Calling As Identity Controls in ViewPoint
ACD Workgroup queues do not appear in the drop-down list, so this control cannot be used to
change the user’s calling-as identity to that of an ACD Workgroup queue. This must be done
using the *14 quick command.
Camp-on
If a user wishes to speak to another user whose station is busy, he can camp-on that person’s
extension using the ViewPoint client. The system waits until both user’s stations are idle and
then automatically places the call. The initiating user’s station is alerted first. When the initiating
user picks up, the camped-on user’s phone is then rung. The system waits a maximum of 30
minutes for the two stations to go idle. If, in that time, both stations were never simultaneously
idle, the camp-on call is cancelled.
To start a camp-on call, select a busy user to call in the Extensions view (Figure 9) or In the
Phonebook pane of another view. Right-click on the busy user and select “Camp on busy”. The
camped-on user is displayed in bold type, indicating that a camp-on call is pending to that user.
To cancel a camp-on call, select a camped-on user, right-click and choose “Cancel Camp-on”.
The “Camp on busy” and “Cancel Camp-on” menu items also appear in the Actions menu of
the Extensions view.
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Figure 9. Camp On Busy Menu Item in the Extensions View
This feature is implemented in the ViewPoint client (not the TeleVantage server), so the client
program must be running - the operation will be terminated if the client is closed.
For users with multi-line stations, such as the Toshiba telephones, the server waits for phone to
go completely idle to start the camped-on call. (It does not use an idle line appearance.)
3rd-party Control Update
ViewPoint for TeleVantage 6.0 uses a newer version of actbar2.ocx than used in TeleVantage 5.0.
Drag & Drop External Address into Call Monitor
ViewPoint allows the user to call a telephone number by dragging and dropping selected text onto
the Call Monitor window. The call is placed over the default IP or phone number dialing service.
If the telephone number is less than seven digits, the Place Call dialog is displayed. If the text
contains any non-numeric characters (except comma “,”) either the special characters are
removed from the string before dialing or the drag and drop operation is ignored. If a “+”
precedes the number then it is interpreted as a globally-scoped number, “+ (country code)
(national number)”. Some examples are shown in Table 1 .
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Table 1. Examples of Drag-and-dropping a Telephone Number into Call Monitor
String
617333$%3456
ABC-AUTO
61733334#5
192.168.0.8
(617) 333-3456
411
011-2-80-727-9595
+27759495
Action
Dialed
Ignored
Ignored
Dialed
Dialed
Place Call dialog
Dialed
Dialed
Dialed Number
6173333456
192.168.0.8
16173333456
0112807279595
01127759495
Navigator Bar for ViewPoint
By default, what was the View bar in the previous versions of TeleVantage client is replaced by
Navigation Pane in ViewPoint. The Navigation Pane allows the user to group folders (views) into
categories and quickly maneuver from one related group of folders to another. The default
arrangement of the Navigation Pane is shown in Figure 10.
As shown, the Navigation Pane includes a Favorites Folder pane and a Navigation Bar – a set of
buttons at the bottom of the pane that allows the user to display a particular ViewPoint view and
set of Favorite Folders. The buttons that appear on the Navigation Bar are listed in Table 2 .
Figure 10. ViewPoint with Navigation Bar
- 17 -
Table 2. Navigation Buttons
Button
Call Monitor
Default View
Call Monitor
Voice Mail
Inbox
Contacts
Contacts
Call Log
Call Log
Configuration
Greetings
All Folders
Folder List
More Buttons
(Current View)
(Current View)
(Current View)
Favorite Folders (Defaults)
Call Monitor
Extensions
Queue Monitor
Deleted
Inbox
Shared
(Other message folders)
Public\Contacts
Contacts
(Other contact folders)
Call Log
(Other call log folders)
Call Rules
Greetings
Personal Statuses
Public\Workgroups
Workgroups
(All folders accessible to user)
(Current Favorite Folders)
(Current Favorite Folders)
Notes
Displays the Folder List
Displays the Navigation Bar
menu
Buy choosing a Navigation Bar button, the user can display a set of related folders in the Favorite
Folders list, and the default view in the main pane of the ViewPoint application. By clicking on a
folder in the Favorite Folders list, the user can display the view for any folder in that list. This
operation is similar to that seen in the Folder List in the previous versions of TeleVantage Client.
The Favorite Folders list for each of the Navigation Bar buttons (except the All Folders button) is
customizable. The user can add or remove folders from the list. To remove a folder, right-click
on the folder and choose “Remove from Favorite Folders”. To add a folder to Favorite Folders,
navigate to the Folder List by clicking on the All Folders button, then right-click on the folder and
select “Add to Favorite Folders”.
Clicking the “More Buttons” button displays a menu (Figure 11) that allow the user to configure
the navigation pane. The “More Buttons” menu includes the following menu items:
•
•
•
•
Show More Buttons
Show Fewer Buttons
Navigation Pane Options (disabled)
Add or Remove Buttons
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Figure 11. More Buttons Menu
The folder group buttons can be made large (added to the “button list”) by selecting “Show More
Buttons”. The left-most button on the button bar disappears and that button appears in the button
list. The “Show Fewer Buttons” menu item moves the bottom-most button in the button list back
to the Navigation Bar.
If the Navigation Pane is not wide enough to display all the buttons configured to appear on the
button bar, the right-most, hidden-buttons appear on the bottom of the More Buttons menu
instead. For example, the Folder List and All Folder buttons may be configured to appear in the
button bar, but, if the Navigation Pane is too narrow to display them, they appear in the More
Button menu. If the user was to drag the right edge of the Navigation Pane over to make it wider,
the buttons would disappear from the More Buttons menus and reappear on the Navigation Bar.
The “All Folders” button displays the Folder List instead of the
Favorite Folders pane. The “Folder List” button adds a separate
Folder List pane to the Navigation Pane, just under the Favorite
Folders Pane. (See Figure 12.)
Figure 12. Navigation
Pane with Folder List
- 19 -
Play Audio into a Call
Using TeleVantage 6.0’s ViewPoint program, a user can play a audio recording into a call. All
parties in the call hear the audio. The audio content can be a voicemail message, a call
recording, or a pre-recorded greeting that appears in a voice message folder the user has
access to. To play an audio message into a call, right-click on the call in the Call Monitor and
select “Insert Audio” from the shortcut menu (Figure 13).
Figure 13. Insert Audio Menu Item in Call Monitor
Then choose “Play audio into call …” to display the “Play Audio Into Call” dialog box (Figure
14). In this dialog, navigate to the folder containing the message to be played, and select OK.
Figure 14. Play Audio Into Call – Select Message Dialog
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The audio is then heard by all parties in the call. To stop playback of the audio before the end of
the recording is reached, choose the “Stop Audio” menu item under “Insert Audio”.
Alternatively, this function can be initiated from the voice message folder in which the recording to
be played resides. Select the desired recording, right-click and choose “Play into call” (Figure
15). A fly-out menu with two choices appears: “Current Call” and “Other Call …”. If “Current
Call” is selected, the recording is immediately played into the currently active call.
Figure 15. Play into Call Menu Item in a Message View
If “Other Call …” is selected, the “Play audio into call” dialog box in Figure 16 appears. Select
the call into which the audio should be played and choose OK.
Figure 16. Play Audio Into Call - Select Call Dialog
- 21 -
You cannot play audio into a call in the following states:
•
•
•
•
•
•
Ringing
Listening to a greeting in a routing list or to a voice menu generated by the system
Recording voice mail
Queued in a ACD/WG queue
Monitored or coached by a supervisor, including both personal and Call Center queue
calls.
Owned by another user or queue
Essentially, the call must be either active or on hold before recorded audio can be played into the
call.
User and Contact Enhancements
In ViewPoint, the user now has access to his personal telephone numbers through the
Personal>My Numbers page of the Tool>Options dialog. In addition to the “Home”, “Home 2”
and “Mobile” numbers found in previous versions of TeleVantage, the user can now record two
different email addresses (Email and Email 2) and an instant messaging (IM) address (IM
address). (See Figure 17.)
Figure 17. E-mail and IM Address Fields
The e-mail and IM address information is not currently used in TeleVantage, but it is accessible to
3rd-party applications through the Client API.
To enter an e-mail address or IM address, select the desired field and choose Edit. A dialog box
similar to that shown in Figure 18 appears. Enter the address in the provided text box.
- 22 -
(ViewPoint and TeleVantage server does no check the format of this information in any way, at
present.)
Figure 18. E-mail Address Dialog Box
The E-mail, E-mail2, and IM address properties have also been added to contacts.
Any of the addresses in My Numbers can be made public by checking the “Public” checkbox in
the appropriate edit dialog. A public number can be:
•
Viewed by other TeleVantage users, in the Extension or Phonebook panes of the
ViewPoint program. (See Figure 19.) Another user can then start a call to that public
number by selecting the owner’s name in one of these views, opening the shortcut menu,
and selecting the number from a list.
•
Used by TeleVantage server to match incoming calls to a user account. An inbound call
arriving with a Caller ID or ANI number matching the user’s public address is identified as
coming from that user. The user’s name appears on calls in Call Monitor, and the server
treats the calls as from that user when applying call rules to the call.
Figure 19. Pubic Numbers in the Speed Dial Menu
- 23 -
French Localized Client
Figure 20. Canadian French Localized ViewPoint
The ViewPoint client for TeleVantage 6.0 included localizations for Canadian French and Parisian
French (Figure 20). The localizations are installed on the workstation by default. To change
languages, open the “Regional Options” applet in Windows Control Panel, and change the “Your
Locale” setting to French locale.
- 24 -
Web Services
TeleVantage 6.0 ViewPoint Web Services incorporates many of the same improvements found in
the ViewPoint Windows client.
Figure 21. ViewPoint Web Services Logon Dialog
French Localization
Two French localizations, Parisian and Canadian, have be added. As in previous versions of the
product, the user can select the language the web client is displayed in at logon. (See Figure 21.)
- 25 -
External Station Support
The ViewPoint Web Client Logon dialog has been modified added options to log on using an
external station.
If the user is assigned to a statically-assigned external station, then he can enter his external
station ID in the Station field of the web client. This allows him to perform call control operations
on calls routed to the external station. By entering an external telephone number or IP address
in the “Remote number” field, the user can dynamically create an external station and achieve the
same results.
Also, the “Imitate a station when routing incoming calls to external numbers” control can be
found in the Options dialog of the web client. When this control is checked, the server
associates a dynamically-created external station with the user’s incoming call, allowing the user
to perform call control operations on the call through the web client interface. See External
Stations on Page 75 for more information on external stations.
A user who does not intend to route calls or perform audio operations can log on to the web client
using the None option on the Logon page, as in the Windows client. The “None” option
eliminates the need to enter a station number of “0”, as was the practice in earlier versions of
TeleVantage
Navigation Pane
Figure 22. ViewPoint Web Services Page with the Navigation Pane
As in the Windows client, the Navigation Pane (Figure 22) replaces the View Bar in ViewPoint
Web Services. The function of the controls on the web client Navigation Pane. The “More
Buttons” button and its associated menus are not implemented in the web client. The Navigation
Bar wraps to multiple lines if resized smaller than default size. See Navigator Bar for ViewPoint
on Page 17.
Play Audio Into a Call
TeleVantage 6.0’s web client include support for playing a voice message, call recording, or
greeting into a call. The function of this control (Figure 23) is similar to those of the Windows
ViewPoint client, as described in Play Audio into a Call on Page 20.
- 26 -
Figure 23. Insert Audio Control in Web Client
Contact and User Enhancements
In the web client Options dialog, a new “My Numbers” section appears (Figure 24). The user
can specify the Home, Home2, and Mobile telephone numbers supported in previous versions of
TeleVantage, and the E-mail, E-mail2, and “IM address“ properties added in TeleVantage 6.0.
Figure 24. My Numbers Section of the Options Page
Further, any of these addresses can be made visible to other users by checking the “Public”
checkbox.
The E-mail, E-mail2, and “IM address“ fields also appear in the web client’s contact property
pages.
See User and Contact Enhancements on Page 22 more details on these changes.
Camp on Busy
In the Extensions view of the web client, the Camp on Busy control (Figure 25) has been added
for each extension with a local station. This allows the user to camp on an extension through
using the web client.
See Camp-on on Page15 for more information on the camp on busy feature.
- 27 -
Figure 25. Camp on Busy Control in Web Client
- 28 -
Telephone User Interface
Record Call Feature Code
A user with the appropriate permissions and configuration can now record a call via his telephone
keypad. To initiate call recording during an active call, the user hits Flash and then enters *16.
The user must have a value of “Allow” for the “Record Calls” permission. If not, the server plays
"I'm Sorry, you do not have permission to use this feature", and then reconnects the user to the
call.
The call recording created using this feature is stored in the mailbox specified in the “Send
personal recordings to this user:” field in the user’s properties in the Administrator program. If
this user no longer has a voice mailbox, then the server plays "I'm sorry, your account is not
configured to make call recordings" to the user after he presses *16, and then reconnect the user
to the call. If the target mailbox is full, the server plays "I'm sorry, your recording mailbox is full"
and reconnect the user to the call.
When the user successfully starts a recording using the telephone keypad, the server plays
“Recording started” to the user and then automatically reconnects the user to the call. (The farend of the call is on hold and does not hear this prompt.)
While a call is being recorded, the user can stop the recording by pressing Flash and *16. The
server plays “Recording stopped” and then reconnects the call.
The user can also start recording before dialing a number by pressing *16 at internal dial tone.
The server will play “Recording started” and return the user to dial tone for the user to enter the
desired telephone number or extension.
The ViewPoint client works in conjunction with the new *16 feature code. A recording initiated
from the ViewPoint client can be stopped using *16, and a recording started from the telephone
keypad can be stopped using ViewPoint. ViewPoint displays the record or stop control as
appropriate to the current state of the recording.
Transfer to External Number via Telephone
Users can now transfer a call to an external number using the telephone keypad. During an
active call, the user presses Flash (or performs a hook flash). The user then selects Option 1 to
transfer. The server then prompt the user: “Enter an extension or phone number or press 411 for
a name directory”. The user can then enter an access code and external telephone number or IP
address. If the dialed number matches an internal extension or starts with a valid access code,
the call is transferred. If not, the server plays the prompt "That number is incorrect. If dialing an
external # please include the access code such as (default access code)”. The server then reprompts the user to enter a number to transfer to.
- 29 -
*91 and *99 Support for Extensions Routed to Trunks
The feature codes to pick up a ringing workgroup call (*99) and pick up a call ringing a specified
extension (*91) can now be used when logged in to TeleVantage on a trunk. This permits a user
who connects to TeleVantage using a voice-over-IP phone or gateway, or any other device that
automatically logs the user on to the system and takes them to internal dial tone, to pick up a call
on another extension simply by entering *99 or *91 and the extension, as he would from a station
attached to the system directly.
This feature is particularly useful in situations where a VoIP-to-analog gateway is being used to
attach multiple stations to TeleVantage, for example, at a remote office. If one of these remote
extensions is ringing, another user in the same location can now re-route the ringing call to his
station using these feature codes.
More steps are required to used these features when a user is connecting to TeleVantage from
an external device that does not automatically provide internal dial tone to the user. For example,
a certain user may have his mobile phone configured as an external station. To pick up a call
ringing another extension, the user must call into the system, log on to TeleVantage using his
own extension and password, enter # to navigate to internal dial tone, and then enter *99 or *91
to re-route the ringing call.
If the user is already on an active inbound call routed to the external station by TeleVantage, then
the trunk is already associated with this user and it is not necessary for him to log in. He can
press ** to put the active call on hold, enter # to get internal dial tone, and then enter *99 or *91.
An outbound call initiated from the client, where the near-end of the call is routed to an external
number because the user is assigned to an external station, or has logged into ViewPoint by
specifying a remote number in the Options section of the Log On dialog (Figure 26), is also
considered “logged in” to TeleVantage and does not have to log in to get to internal dial tone.
Figure 26. ViewPoint Log On Dialog
Note that calls forwarded to an external number, either by changing the user’s default location or
using the “At another location”, is not considered “logged on” to the system, except when the
“Prompt recipient for password” option is used in a routing list action. In these situations, a user
on an active call to the system must still log on before he can get to internal dial tone.
- 30 -
Assign Stations to Existing Extensions via *0
An option to assign an open station to an existing user has been added to the *0 quick command
menu in TeleVantage 6.0.
After pressing *0 on a station that is not currently assigned to any station, the server plays: "This
telephone is station number <station id>. This telephone doesn't have an extension. To create a
new extension and new user for this phone, enter an extension number followed by the pound
key, otherwise hang up." At this prompt, the user can either:
•
Enter an extension that does not currently exist on the server. The server will create a
new user with that extension and assign this station’s ID to that new user. This is the
same behavior as seen in previous version of TeleVantage.
•
Enter the extension of an existing user who is not currently assigned to a station. The
server changes the target user’s station ID to this telephone’s station ID.
If the user enters a valid extension (as defined below), he hears a confirmation prompt: “To
assign extension <target extension> to this station, press 1. Otherwise, press * to enter another
extension” . If the user presses “1”, then he hears default *0 quick command menu: "This
telephone is station number <station id> and the current extension is <target extension> .”
The target extension’s current default station ID must be “0” (zero). If the target extension is
already assigned to a non-zero station, then the server plays “I’m sorry, extension <target
extension> is already assigned to Station <extension’s station id>. Please enter another
extension followed by the pound key”.
This feature allows users to pre-configure users an extensions on a server. Users can be
associated with their stations, using only commands entered from the telephone handset, at the
time the TeleVantage server is put into place at the end-user site.
Permissions Restricting Access to TUI Features
TeleVantage 6.0 includes new user permissions that can be used to restrict a user’s access to
most telephone user interface features. See Permissions Restricting Access to TUI Features on
Page 107 for a list of the new permissions.
- 31 -
Contact Manager Support
ACT! Version 6.0 for Windows 2004 Support
ACT! Version 6.0 can be used with Version 6.0 of TeleVantage’s TAPI Service Provider.
TeleVantage provides the same level of function as found with earlier supported version of ACT!
with regard to outbound dialing and pop-up notifications for incoming calls.
See Using TeleVantage, Page 16-13, for more information on using ACT! with TeleVantage.
- 32 -
Platform Requirements
Windows 2000 Service Pack 4 Support
Both the TeleVantage 6.0 server and the workstation applications can run on platforms running
Windows 2000 with Service Pack 4.
Windows 2003 Server for TeleVantage Workstation Applications and
TeleVantage Server
TeleVantage 6.0 server runs on Windows 2003 Server, Standard and Enterprise Editions. The
server product should not be installed on the Datacenter or Web editions of Windows 2003
Server.
The TeleVantage 6.0 workstation applications, including ViewPoint Web Services, run on
Windows 2003 Server, Standard and Enterprise Editions. The workstation applications are not
supported on the Datacenter or Web editions of Windows 2003 Server. Web Services is also
supported on the Web Edition of Windows 2003.
Windows XP for TeleVantage Server
TeleVantage 6.0 server runs on Windows XP, Home and Professional Editions.
Microsoft Data Engine 2000
New installs of TeleVantage 6.0 run on MSDE 2000 Service Pack 3a. The “Microsoft Data
Engine” option on the Master Setup CD installs this version of MSDE if no other version of
Microsoft SQL server is present on the machine.
MSDE 2000 for MSDE 7.0 upgrades
TeleVantage 6.0 server install program automatically upgrades MSDE 1.0 installs to MSDE 2000
without warning. If the server already has MSDE 2000 installed, it is upgraded to Service Pack
3a, without warning.
The installer can also upgrade servers with MS SQL 7.0 Desktop or Enterprise Editions to MSDE
2000 SP3a. The user is warned before the upgrade is performed. If he chooses not to upgrade
to MSDE 2000, the server installer continues using the existing install of MS SQL 7.0.
If a server undergoing an upgrade to TeleVantage 6.0 already has MS SQL 2000 Standard or
Enterprise Editions with SP3 installed, the installer program does not attempt to install MSDE
2000 or its service pack. If the current version of MS SQL 2000 is not running SP3, the user is
warned that he must manually upgrade the database engine to SP3 before continuing, and the
upgrade stops.
The server installer does not support upgrades from versions of TeleVantage using MS SQL 6.5.
Servers running TeleVantage Version 2.1 or earlier versions must be upgraded to Version 3.x, 4.x,
or 5.0 before running the TeleVantage 6.0 installer.
- 33 -
Windows NT Server and Workstation No Longer Supported
TeleVantage Server running on Windows NT (both Windows NT Workstation and Windows NT
Server) is no longer a supported configuration. The Intel Dialogic Drivers are not certified to run
on this operating system and future versions of the drivers will not be tested no Windows NT.
Windows NT is still supported as a platform for the TeleVantage workstation applications and for
TeleVantage 6.0 ViewPoint Web Services.
- 34 -
Telephony Hardware & Drivers
Updated Dialogic DMU Utility
The TeleVantage 6.0 Drivers CD includes the Dialogic MakeCall Utility (DMU) Version 1.4, the
replacement for Version 1.3 associated with Dialogic’s DNA Version 3.3 drivers and used with
previous versions of TeleVantage. The new version of DMU can be found in the
\Dialogic\drivers\support\dmu folder on the CD.
Dialogic System Release 5.1.1 Feature Pack 1
As part of the installation process for TeleVantage 6.0, Feature Pack 1 for Dialogic’s System
Release 5.1.1 for Windows is installed on the TeleVantage server machine. Feature Pack 1
includes:
•
•
•
•
•
•
Support for the DI/SI16 and DI/SI24 station boards
Support for the DI/0408-LSA Revision 2
Support for the DMV160LP analog trunk board
Support for DM/IP0821A-T1 and DM/IP0821A-E1-120
Windows 2003 Support for TeleVantage Server
Support for Windows XP Platform
Dialogic Driver Updates
As in previous versions of TeleVantage server, the TeleVantage server installation process
includes a “Dialogic Driver Updates” step. This step installs:
•
•
•
The Windows drivers for the Toshiba station boards
A number of post-Feature Pack 1 patches to the Dialogic drivers.
The Dialogic GlobalCall 4.0 Protocol package
Dialogic GlobalCall 4.0 Protocol support
A standard installation of TeleVantage 6.0 includes the Dialogic GlobalCall Protocol Package,
Version 4.0. This package provides country-specific and equipment-specific protocol
implementations for T1 and E1 lines.
This update to the Global Call Protocol Package supplants Version 3.0, supported under
TeleVantage 5.0. Unlike that previous version, Version 4.0 of this package is now automatically
installed on the server as part of the Dialogic Driver Updates installation step.
For more information, refer to Intel’s website at
http://resource.intel.com/telecom/support/releases/protocols/GCProtocols40/index.htm.
To determine which version of the GlobalCall Protocol Package is installed on your server, check
the value of the registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Dialogic\Intel Dialogic Global Call Protocols
- 35 -
The “Release” value within this key indicates the current version of the package installed on your
server.
(Refer to Page 5-19 of Administering TeleVantage for more information on using these protocols
when configuring E1 CAS spans.)
DI/0408LSA Revision 2 Integrated Trunk & Station Board
General Description
The DI/0408-LSA is a multi-purpose telephony board. A member of the DM3 family of Intel
Dialogic boards, the number and type of network resources available using this board is
determined by the firmware file and parameters (also called “media load”) assigned to this board.
The firmware and configuration of the board is determined by the contents of the product
configuration description (PCD) file assigned to the board when it is configured in the DCM.
Three separate configurations are supported:
Analog Stations with Analog and IP Trunks (Using PCD File @DI0408LSA_ML3)
4 analog loop-start trunks
8 analog stations
4 IP trunks
12 shareable voice resources
Music-on-hold input
Integrated failover
Analog Stations & Trunks (Using PCD File @DI0408LSA_ML4)
4 analog loop-start trunks
8 analog stations
9 conference resources w/ 9-party max
8 shareable voice resources
Music-on-hold input
Integrated failover
IP Trunks Only (Using PCD File @DI0408LSA_ML5)
12 IP Trunks
(All other features are disabled)
The firmware and configuration assignments are also referred to a “media loads”, and so the
setups above are referred to as “Media Load 3”, “Media Load 4”, and “Media Load 5”,
respectively.
- 36 -
Electrical and Mechanical Characteristics
The DI/0408LSA-R2 is shown in Figure 27. The host interface is Universal PCI V2.2 33MHz, and
the board requires a single, PCI long-card slot.
Figure 27. DI/0408LSA Revision 2
The DI/0408LSA-R2 includes a standard 68-pin CT-bus connector, and operates in both CT-bus
and SC-bus compatibility mode.
Stations 5-8
Stations 1-4
Trunks 1-4
Audio Input
Power Supply
Connector
Figure 28. DI/0408LSA-R2 Connectors
The back plate (Figure 28) of the DI/0408LSA-R2 includes five separate connectors used to
connect the board to external devices. There are three RJ-61 connectors: two (S1-4, S5-8)
provide connections for analog telephone handsets (four stations on each connector) and the
third (T1-4) is used to connect the board to up to four analog loop-start trunks. Immediately
above these connectors is a 1/8 inch phono jack, which is a 1000 ohm, 600mV peak-to-peak
input for music-on-hold audio. Lastly, the pigtail terminated in a 6-pin DIN connector is used to
connect the DI/0408LSA-R2 board to an MSI Global power supply. The external power supply
provides loop current and ring voltage for the analog stations attached to the board.
A breakout box and cable (Figure 29) to take the eight station and four trunk connections on the
RJ-61 connectors to individual RJ-11 connectors is available. The cable shown is approximately
6 feet in length and both ends are clearly marked with the mating connector identifiers.
The board does NOT include an Ethernet port. When the DI/0408LSA-R2 is used with either of
the media loads that support IP trunks, the DI/0408LSA-R2 communicates with the network using
the host machine’s NIC(s), and a host-based stack is required. See Dialogic GlobalCall IP With
Split Call Control Support on Page 100 for more information on host-based stacks.
- 37 -
Automatic failover
The DI/0408LSA-R2 has on-board relays which are used to provide a fail-over capability. When
the TeleVantage server machine loses power, or when the Dialogic drivers are stopped, the first
four analog station ports are connected to the first four analog trunk ports through these relays.
(Note that removing power to the board's external power supply does NOT cause the failover
mechanism to engage.)
Figure 29. Breakout Box and Cable for the DI/0408LSA-R2
Voice Resources
The voice resources on the DI/0408LSA and those on Springware boards (such as the
D/120JCT-LS and D/240SC-T1) perform similar functions but their programming interfaces are
markedly different, and currently TeleVantage does not support the full use of both types of voice
resources in the same system. When the server starts, if there are any Springware boards
present in the system, TeleVantage server only uses Springware-based voice resources for voice
processing. The voice resources on the DI/0408LSA boards are then used only to send Caller ID,
Caller ID on Call Waiting, or message-waiting information to CLASS phones. When performing
this type of signaling to a station attached to DI/0408LSAR2 board, the TeleVantage server does
not require a voice resource from the shared voice resource pool. Instead, one of these “tone
resources" on the DI/0408LSA board is used.
- 38 -
If the system contains no Springware boards, then the TeleVantage server can use the
DI/0408LSA-based voice resources. This is termed “DI/0408LSA standalone mode”.
Systems running in this mode should have “Generate tones using software”, in the General
category of the Tools>System Settings dialog of the Administrator program, checked.
Support for Revision 2 of DI/SI16, DI/SI24, and DI/SI32 Station Boards
As a result of the move to Feature Pack 1 for the Dialogic drivers, TeleVantage 6.0 supports
Revision 2 of the DI/SI32 station board. Where the initial version of this board supplied only 12
useable conference resources, Revision 2 has 16 conference resources, and supports up to 16party conferences.
Also, Revision 2 of the DI/SI16 and DI/SI24 station boards are supported in TeleVantage 6.0.
The DI/SI16 and DI/SI24 are identical to the DI/SI32 Revision 2 station board, except the DI/SI16
has 16 station ports and the DI/SI24 has 24 station ports. Both boards supply 16 conference
resources and up to 16-party conferences, like the DI/SI32 Revision 2 board.
Support for DM/IP0821A-T1 and DM/IP0821A-E1-120
Support for the DM/IP0821A-T1 and DM/IP0821A-E1-120 IP trunk boards returns in TeleVantage
6.0. The DM/IP0821A series boards were not supported in TeleVantage 5.0. However,
TeleVantage 4.1 and earlier versions, which used the DNA Version 3.3. Dialogic drivers,
supported these boards and many TeleVantage customers purchased this equipment in the past.
The firmware files in Table 3 can be assigned to these boards in DCM:
Table 3. Firmware Files for DM/IP0821A IP Trunk Boards
Board
DM/IP0821A-T1
DM/IP0821A-E1-120
PCD File
@IPT_ISDN_5ESS1D.PCD
@IPT_ISDN_NET51D.PCD
- 39 -
DMV160LP Analog Trunk Board Support
The DMV160LP is a 16-port analog trunk board. It is approved for use in North America, Japan,
and non-European Union countries.
Figure 30. DMV/160LP Analog Trunk Board
The DMV160LP is shown in Figure 30. It is a single slot, Universal PCI long card. The board
includes a CT-bus connector and can operate in both CT-bus and SC-bus compatibility mode.
Figure 31. DMV160LP Connectors
The DMV160LP connects to the telephone system through six RJ-25 connectors (Figure 31) on
back plate of the board. Each connector supports three analog loop-start trunks, except the
bottom-most connector, which connects only a single trunk.
As the part number suggests, the DMV160LP is a member of the DM3 family of Intel Dialogic
boards. Unlike the Springware boards (like the D/80SC-4LS or D/120JCT-LS), the DMV160LP
provides no usable voice resources to the TeleVantage system. Therefore, a system using this
board requires at least one Springware board in the system to provide both voice resources. Also,
when the DMV160LP is initially configured in DCM, a firmware file must be specified. The
currently recommended firmware file is “@DMV160LP.PCD”, or “@DMV160LP_JP.PCD” (in
Japan).
The DMV160LPEU is the version of this board approved for use in the European Union. The
currently recommended firmware file is “@DMV160LP_EU.PCD”.
- 40 -
Toshiba Digital Telephone Support and New Features
Introduction
TeleVantage (Version 4.0 and higher) supports some of Toshiba’s proprietary digital telephone
sets. These telephones have a number of important features, some of which are only available
using Toshiba stations:
•
•
•
•
•
•
•
Multiple Line Appearances
Up to 20 Programmable Feature Buttons
Voice-first Answering
Hands-free Answering
Multiple, programmable ring tones and distinctive ring
Secondary Directory Numbers - allowing limited control of another user’s/station’s calls
Out-of-band signaling
Toshiba phones are often used when:
•
•
Replacing an existing key system, where the end-user’s current work patterns are
already oriented to the “button-per-line” operation of the telephone system.
Providing ready access to more complex functions for users who cannot or do not wish to
use the ViewPoint client.
The main advantage of digital handsets is out-of-band signaling. Unlike traditional analog phones
where the user must interrupt the conversation in order to initiate a telephony system function, a
digital telephone allows signaling to occur while a call is active. As a Toshiba set uses out-ofband signaling to communicate with the server, TeleVantage does not need to allocate a voice
resource to send or receive signals with the station.
Supported Toshiba Hardware
A typical Toshiba telephone set is shown in Figure 32. The handsets listed in Table 4 can be
used with TeleVantage 6.0.
Table 4. Supported Toshiba Telephones
Model
DKT-2001
DKT-2010-S
DKT-2010-SD
DKT-2020-H
DKT-2020-SD
DKT-3001
DKT-3010-S
DKT-3010-SD
DKT-3020-SD
Description
Single-line phone
10-button multi-line speakerphone
10-button multi-line speakerphone w/ LCD display
20-button multi-line phone w/ handsfree answerback*
Single-line phone
10-button multi-line speakerphone
Notes:
“D” – includes LCD display,
“S”- includes speakerphone mode,
“H”- includes “handsfree answerback”: built-in speaker and microphone for intercom,
page, handsfree, and voice-first modes, no Mic key, no Spkr key on DKT20x0-H
telephones.
- 41 -
Each Toshiba telephone set has an RJ-11 jack which accepts a standard telephone patch cord.
This input is not polarity sensitive. (The Toshiba phones will operate properly with reverse
polarity.)
Figure 32. Toshiba Digital Telephone
To use Toshiba telephone sets with TeleVantage, one or more Toshiba CS-DKTU station boards
(Figure 33) must be installed in the TeleVantage server. Voice, signaling, and power are supplied
to the phones via a single two-wire connection from this board to each telephone. The station
board output is wired to an RJ-21X connector (Figure 34) located on the faceplate of the board.
Bail lock clips are used for strain relief (so no tools are required to connect an output cable to the
board). The cable can routed to a breakout box, patch panel, or punch-down block.
Figure 33. Toshiba CS-DKTU Station Board
- 42 -
Each Toshiba station board supports 16 digital stations. The boards requires a 5V PCI Version
2.0 slot. The boards attach to the TDM bus through a 68-pin CT-bus connector, and support
both “H.100” mode and SC-bus compatibility mode operation
The station board has a 68-pin card edge connector on the top of the board to accept a standard
CT-bus cable. There is no CT-bus ID selector switch. The logical address of the card is
assigned by the (Toshiba) driver software.
Toshiba boards are assigned station numbers above those of any MSI, DI/SI, DI/0408, or HDSI
board. If there are multiple Toshiba boards in the system, station numbers are assigned by PCIslot number of the station board. The station number and CT-bus timeslot assignments are made
by the TeleVantage server application software at run-time.
Station Connector
Power Supply
Connector
Figure 34. Toshiba CS-DKTU Connectors
These boards also supply four (4) conference resources to the system. A maximum of four
parties can be conferenced into a single call.
The Toshiba station boards require an external power supply for proper operation. The power
supply provides +24VDC at a rated maximum output of 2.3A (max) to the board. Power is
supplied to the board through a pigtail extending from the faceplate of the card and terminating in
a two-conductor low-voltage DC power barrel connector.
The stations board, power supply, and cable are sold as a kit or separately.
Installation
To install one or more Toshiba station boards on an existing TeleVantage server:
•
•
•
•
•
•
•
•
Set TeleVantage server service to Manual.
Shut down and power down TeleVantage server machine.
Insert Toshiba station board(s) in an available, compatible PCI slot.
Connect CT-bus ribbon cable to board(s).
Connect output cable to RJ-21X connector on station board.
Connect power supply to DIN connector on station board.
Connect the power supply to an available power outlet.
Boot the TeleVantage server machine.
The boards should be recognized by the operating system automatically. The Toshiba drivers are
installed as part of the Dialogic Driver Updates at server install time. The board driver runs as a
Windows driver. The PC-DKSC boards appear in Device Manager as “CTS: PCDKSC” under
System Devices. A Toshiba board uses a PCI shared interrupt (typically IRQ9).
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The Toshiba boards do not communicate with the Intel Dialogic drivers and do not appear in the
Dialogic Configuration Manager (DCM).
Configuration
Toshiba Boards
There is no configuration required for the board or drivers. The system resources (IRQ, memory)
and CT-bus addresses used by these boards are automatically assigned by the Toshiba drivers.
The TeleVantage server software assigns CT-bus timeslots and stations identifiers to the station
devices on the Toshiba boards at run-time. However, it is recommended that the Dialogic drivers
be forced to SC-bus compatibility mode when using PCDKSC boards.
Toshiba Stations
Station features and settings can be configured both through the ViewPoint client and the
TeleVantage Administrator program. In ViewPoint, the user-accessible settings are found in
Tools>Options in the Phone, Phone>Feature Buttons, and Phone>Ring Patterns categories
(Figure 35) . In the Administrator program, a similar set of controls are found in the user’s
properties in the Phone and Phone>Feature Buttons categories.
Figure 35. Toshiba Station Settings in ViewPoint
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Telephone Features
The buttons and controls on a typical Toshiba telephone are shown in Figure 36.
Figure 36. Toshiba DKT-2020-SD Controls
Hot Keypad
The keypads on the Toshiba telephones are active even when the telephone is on-hook (receiver
in the cradle and the telephone is not in speakerphone mode.) When any digit key on the
keypad is pressed, the telephone is placed into speakerphone mode immediately. The telephone
passes the digits to the server (out-of-band) as they are dialed, and each digit is displayed on the
telephone’s LCD display (if present).
Ring Controls
A Toshiba telephone supports five different ring tones. A station can be configured to produce
different ring tones to distinguish between internal and external calls. The user can also specify
if and how the station should ring when a call arrives on one of his assigned secondary directory
numbers (SDN, see below) . Table 5 describes the available ring tones.
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Table 5. Ring Patterns
Pattern
Low
Medium
High
Combined
Single
Characteristics
500Hz & 640Hz, 1s on, 3s off, repeating
860Hz & 1180Hz, 1s on, 3s off, repeating
1300Hz & 1780 Hz, 1s on, 3s off, repeating
860Hz & 1180 Hz, 0.5s on, 1300Hz & 1780 Hz, 0.5s on, 3s off, repeating
500Hz, 1s on, 3s off, repeating
The controls for setting the ring behavior are on the Phone>Ring Patterns of the Tools>Options
dialog in ViewPoint. (See Figure 37.) Select the type of ring that you want for internal calls and for
external calls.
Figure 37. Ring Pattern Controls
To test a ring pattern, click the button to the right of the drop-down list. Your phone rings three
times in a demonstration of that ring. The first ring cycle might be truncated. Listen for the
subsequent rings to hear the full pattern.
There are also controls for setting the ring duration and volume.
“Ring phone for __ seconds” determines the number of seconds that TeleVantage rings the
user’s extension before continuing to the next step in the user’s routing list. This control is found
in the Administrator program in the user’s properties, in the Phone category. In the client, the
corresponding control is ”Default ring duration”, located on the Phone category in
Tools>Options.
The “Ring volume” slider bar, under “Station Features”, adjusts the default ring volume for the
phone.
Pickup Behavior
By default, if a call appears on an SDN, the station will ring, but the user must press the SDN
button to answer the call. If the “Pickup answers ringing SDN” control is checked, then if a call
is ringing on an SDN, that call can be answered by simply taking the station off-hook by picking
up the receiver or pressing the Spkr button. This control is located under Phone>Station
Features in the ViewPoint and Phone in Administrator program.
When a call on a PDN rings, going off-hook always connects the user to the call.
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Voice-first Answering
The “Use voice-first answering” control enables voice-first answering. With voice-first answering,
internal calls are connected to the user’s speakerphone automatically without the phone ringing
or needing to be picked up. All external callers ring the phone normally. This control is located
under Phone>Station Features in the ViewPoint and Phone in Administrator program.
To use this field, voice-first answering must be enabled at the system level. (See Administering
TeleVantage on Page 3-5.)
Figure 38. Hands-free Answering Controls
Hands-free Answering
Toshiba stations with speakerphone capabilities can be put into hands-free mode, just like their
analog counterparts. (See Figure 38). For more information, see Administering TeleVantage,
Page 7-14.
Background Ring for Call Waiting
If the user has call waiting enabled (via the “Enable Call Waiting” checkbox in the Phone
category of Tools>Options in ViewPoint, Figure 39), then his Toshiba station will ring for
incoming calls even if all his PDNs are busy with other calls.
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With call waiting disabled, if all PDNs are busy, then an incoming call does not ring the Toshiba
station, but is sent to the next step in the user’s routing list.
Figure 39. Enable Call Waiting Control
LCD Display & Controls
Some of the Toshiba phones (see Table 4) include a 2-line by 16 character LCD display. This
display is used by TeleVantage to provide Caller ID number and name and call status information
to the user. It also allows TeleVantage to provide some simple function menus. Table 6
summarizes what information is found on the display.
Table 6. LCD Display Information
Status
Active Call
Alerting
Dialing
Hold
Idle
Line
Top
Bottom
Top
Bottom
Top
Bottom
Top
Bottom
Top
Bottom
Displayed Information
Caller Name or CID
Call Duration + Line Number (PDN or SDN)
Caller Name or CID
Date + Day + Time
(Blank)
Call Duration
HOLD
Date + Day + Time
Station Idle Message
HANDSFREE if in hands-free mode
Date + Day + Time
The station’s idle message is configured using the “LCD Idle Message” control. This control
appears in both the Administrator and ViewPoint client programs. The idle message is displayed
whenever the station is idle. It is typically set to the name of the user assigned to the phone (e.g.
“Alicia Anderson”) or the location of the phone (“Lobby”). To set the idle message, simply type in
the desired text and close the dialog box by clicking OK. The display on the phone is updated
immediately.
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Display buttons
Beneath the LCD display (on phones equipped with displays) are a row of three buttons, labeled
“Mode”, “Page”, and “Scroll”. These buttons are context-sensitive – their function changes with
the state of the station or call. The functions these buttons can performed can be divided into two
categories: LCD display control and soft-key functions.
The display buttons are assigned their LCD display control functions in most circumstances. The
operations associated with each button are described in Table 7.
Table 7. LCD Display Button Functions
Button
Mode
Page
Scroll
Function
The Mode button performs no function in idle or during an active call.
The Page button toggles the first line of the display between the caller’s name
and the caller’s telephone number when pressed when an incoming call is
ringing or active. The setting is not persistent – a new call always displays the
caller’s name
When there are multiple calls on the station (active or on hold), the Scroll
button scrolls through caller name/CallerID information for each call. The line
number (button number of call) is displayed, also.
Soft-key Functions
When the user initiates a special function, like recording a call, from the Toshiba telephone set,
the display buttons are assigned “soft menu” functions which allow the user to control that
function. The bottom line of the LCD display changes to indicate which context-specific function
(if any) is assigned to each key. In TeleVantage 6.0, there are two functions that use such menus.
When the station is in direct transfer mode ( see Primary and Secondary Directory Numbers on
Page 53), if the user presses the Cfn/Trn button, the display buttons are used to allow the user to
choose between transfer or conference. (See Figure 40.) The Mode button is pressed to choose
to transfer the active call and the Page button begins a conference.
Beth Brown
TRN
CONF
Mode
Page
Scroll
Figure 40. LCD Display During a Transfer
When a user records a call, the display buttons are used to pause or resume the recording. (See
Figure 41.) The Mode button is used to pause while recording the call and resume the recording
after it has been paused. See Page 58, Record Call.
Recording
Pause
Mode
Page
Scroll
Figure 41. LCD Display During Recording
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Feature Buttons
The Toshiba telephones have two types of feature buttons – fixed and flexible. (See Figure 36.)
Fixed Function Buttons
The fixed function buttons are located just below the keypad. With the exception of the Cnf/Trn
button, the operation of these buttons cannot be modified in any way.
Cnf/Trn
By default, Cnf/Trn places user in the Call Handling menu, with options to transfer (Option 1) or
conference (Option 5, if there are multiple calls on hold). This mode of operation can be selected
by setting the Cnf/Trn control to “Menu Assisted Transfer”.
Optionally, Cnf/Trn can return user to internal dial tone. The user can then start a transfer by
dialing an internal extension or access code and external address. The Mode and Page buttons
under the LCD display are now used to transfer or conference. TRN appears on the LCD display
above the Mode button after dialing. If the user pushes the Mode button while the dialed
telephone is ringing, the call is blind transferred to the target. Otherwise a consultation call to the
transfer target is created. After the consultation call is answered, CRN also appears, above the
Page button, If the user pushes the Mode button after the consultation call is answered, the call
is transferred to the target and the Toshiba phone returns to idle (on-hook). If the Page button is
pushed while the consultation call is active, the user, the original caller, and the transfer target are
conferenced together. This emulates the supervised transfer operation in ViewPoint. Select
“Direct Transfer” in the Cnf/Trn button control for this mode of operation..
Hold
The Hold button puts the active call on (system) hold. The caller hears hold music (if configured).
Unlike flash on an analog phone, Hold places a caller on hold without starting the Call Handling
menu. The user hears silence and the PDN button light flashes green.
See Primary and Secondary Directory Numbers on Page 53 for a discussion of directed hold.
Mic
The Mic button toggles the Toshiba handset’s microphone on and off when the phone is off-hook
in speakerphone mode. When the microphone is off, the Mic button LED is dark, and the caller
hears silence (not music).
The Mic button is a local mute. It does not initiate the Mute function available in the ViewPoint
client applications.
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Spkr
The Spkr button toggles speakerphone mode on or off. In speakerphone mode, audio is routed
to the speaker and the microphone is active for audio input. Both the Mic and Spkr LEDs are lit.
If the receiver is off-hook, pressing the Spkr button toggles audio input and output between the
receiver and speaker/microphone.
Msg
The Msg button provides direct access to the user’s voice mailbox.
When the Msg button is pressed, the user is placed in the Account menu. The system assumes
the current user’s extension. The user is asked for a password and can then listen to voicemail
or perform any other function provided in the Account menu.
If the handset is not already off-hook when the Msg button is depressed, the phone is also put
into speakerphone mode.
The Msg button does not function when in an active call.
The Msg button LED operates as a message waiting indicator. When there is an unheard
message in the current user’s voice mailbox, the LED flashes. If there are no unheard messages,
the LED is dark.
Redial
Redial redials the last extension or access code and telephone number or IP address entered
through the handset. The system saves the address even if the last call to the address did not
complete (ring no answer or failed). Quick commands (*nn) and pound (#) are not saved and
cannot be redialed using the Redial button. The Redial button works only from internal dial tone.
Vol▲ and Vol▼
The Vol▲ and Vol▼ buttons are used to adjust the volume of the telephone’s audio outputs and
ringer. When the phone is on-hook, these buttons adjust the ringer volume. When the phone is
off-hook with the receiver out of the cradle, the buttons change the audio volume on receiver.
When in speakerphone mode, they change the audio volume on speaker. All these setting
persist through an on-hook.
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Flexible Function Buttons
A flexible function button on the Toshiba phones can be assigned one of a number of different
functions.
Figure 42. Feature Button Assignments in the Administrator Program
Note: Before the server is started and the Toshiba terminals are initialized, the Administrator
program is not aware of the type of phone (single line, 10-button, or 20-button) connected to a
particular Toshiba station port. Therefore, only the Cnf/Trn button definition appears in the
Phone>Feature Buttons category (Figure 42).
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Available Functions
There are fourteen different features that can be assigned to a Toshiba phone flexible button,
listed below:
Primary Directory Number (PDN)
Secondary Directory Number (SDN )
Account Code
Call Forwarding
Call Menu
Do Not Disturb
Flash
Park/Unpark
Phone Page
Record Call
Release
Send to Voicemail
Speed Dial (Extension, Phone Number, Direct Dial)
Take Call
With the exception of SDNs, these functions can be assigned to flexible buttons through both the
ViewPoint client and the Administrator program. An SDN can only be assigned to a user’s station
button by an administrator, through the Administrator program.
The default assignments for a 20-button phone are shown in Figure 43.
Button
10
9
8
7
6
5
4
3
2
1
Function
Unassigned
Do Not Disturb
Park/Unpark
Send to Voicemail
Call Menu
Function
Unassigned
Unassigned
PDN
PDN
Button
20
19
18
17
16
15
14
13
12
11
Figure 43. Default Flexible Button Assignments
Primary and Secondary Directory Numbers
A primary directory number (PDN) is a line appearance associated with the extension of the
current user assigned to the Toshiba telephone. The user of Toshiba station can designate how
many PDNs are on his station (using Phone>Feature Buttons). Incoming calls are routed to the
lowest number idle PDN button (bottom-to-top). Outbound calls made using the hot keypad or
client are routed to the highest number idle PDN (top-to-bottom). The user can press a PDN
button to get internal dial tone in order to place an outbound call.
A secondary directory number is a line appearance associated with another user’s station. If the
administrator has configured an SDN button for one of User B’s PDNs on User A’s phone, a call
on User B’s PDN appears on User A’s SDN.
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When User B receives an incoming call on his station, his phone rings and the LED for the PDN
of the call flashes green. User A’s corresponding SDN LED simultaneously flashes red, and, if
configured to do so, User A’s telephone also rings.
If User B answers the call, User A’s SDN LED changes to solid red. User A cannot take the call
away from User B. If User B now puts the call on hold, User A’s SDN LED flashes solid red,
indicating that the call is on hold. User A can now take the call by pressing his SDN button. His
SDN LED changes to solid green, and User B’s PDN LED changes to solid red. This transfer of
a call from one user’s PDN to another’s SDN is called directed hold.
If User B is away from his phone and does not answer the call, User A can take the call by
pressing the SDN button. User A’s SDN LED changes to solid green. User B’s PDN LED
changes to solid red, indicating that User A has taken the call. User B cannot take the call away
from User A at this time. Directed hold also works from SDN to PDN – if User A now puts the call
on hold, User B’s PDN LED flashes red, and User B can take the call by pressing his PDN button.
Incoming calls ringing another user’s extension, active calls owned by another user, and calls on
hold belonging to another user do not appear in the ViewPoint Call Monitor even if the call
appears on your phone on an SDN. (The owner of the call must have shared his Call Monitor to
you for you to see and control such calls.)
Typically, for each PDN User B has on his station, User A should have a corresponding SDN. (It
is the responsibility of the administrator to insure that the number of SDNs and PDNs match. The
Administrator program displays a pop-up warning (Figure 44) if the administrator changes the
number of SDNs or PDNs assigned to a user in such a way that there is a conflict.)
Figure 44. PDN/SDN Mis-match Warning
Table 8 summarizes the various states the line appearance buttons assume.
Table 8. Line Button LED States
Call State
Idle
Ringing
Active
On Hold
To PDN user
To SDN user
By PDN user
By SDN user
PDN
Dark
Blinking Green
Solid Green
Solid Red
Blinking Green*
Blinking Red
SDN
Dark
Blinking Red
Solid Red
Solid Green
Blinking Red
Blinking Green*
* All-short blink indicates near-end has put the call on hold.
Long-short-short blink indicates the far-end caller has placed you on hold.
Corresponding SDN/PDN on the other user’s phone shows solid red (active).
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To configure a button as an SDN, select the desired button in the Feature Buttons dialog and
choose “Secondary Directory Number” in the Feature list box. Then click on the ” … “symbol to
the right of the Parameter field. The Secondary Directory Number dialog box (Figure 45) will
appear. Choose the desired user extension in “Select the station to monitor” list.
The “Ring this phone when the extension is called” determines if the Toshiba station will ring
when an incoming call appears on this SDN. If unchecked, the phone will never ring for a call on
the SDN. If checked, the phone will either ring immediately, if “Ring immediately” is selected, or
after the delay time specified in the “Ring after _ seconds” control. If the phone is configured
to ring for the SDN, then the user can specify which ring tone will be heard by selecting the
desired tone in the “Ring pattern” list box. See Ring Controls on Page 45 for a description of the
available ring patterns.
Figure 45. Secondary Directory Number Dialog
Account Code
The Account Code function allows you to enter an account code for the active call.
Press the account code button and enter the desired account code. Terminate the account code
by pressing the Account Code button again.
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When the Account Code button is pressed, “Enter Acct Code:” is shown on the bottom line of the
LCD display of the telephone (Figure 46). The account code digits, displayed as each digit is
pressed, are then displayed on the top line.
123456
Enter Acct Code:
Mode
Page
Scroll
Figure 46. LCD Display During Account Code Entry
If the user is configured for a verified account code mode, the account code entered is verified
against the list of valid account codes as each digit is pressed. When a digit is pressed that
would cause the account code entered to be invalid, “Code Invalid” is displayed on the telephone,
prompting the user to re-enter.
Since the Account Code button functions only during an active call, it is not possible to “pre-dial”
an account code using the programmable button. ( You can still pre-dial an account code using
*11+ account code from internal dial tone on the Toshiba phone.)
Call Forwarding
The Call Forwarding function allows a user to toggle call forwarding on or off by pressing a
button on the Toshiba telephone. The target address to which calls are forwarded must be
assigned to the button beforehand through either the Administrator or ViewPoint client program.
If the user’s calls are not forwarded, pressing the Call Forwarding button will change the user’s
default location (“Where I Am” setting) to the pre-configured extension, telephone number, or IP
address. The LED next to the button will also be lit. To turn off call forwarding, the active button
is press again, and the LED is extinguished. The change in call forwarding status is reflected
both in the ViewPoint client and the TUI. If the call forwarding setting is changed via the client or
TUI, the change is reflected in the state of the LEDs on the telephone.
A user can assign the Call Forwarding function to multiple buttons, each with a different target
address, for example. The LED for each button is lit only when calls are being forwarded to the
target address associated with the button. For example, if a user has two buttons configured, one
to forward calls to his home telephone and another to forward calls to his mobile phone, if he
uses ViewPoint to forward calls to his mobile phone, the LED of the first button would be dark and
the LED of the second but would be lit.
Call Menu
The Call Menu button places the active call on hold and presents the Call Handling menu to the
user. In the Call Handling menu, the user is given options to transfer, conference, park,
disconnect or reconnect to calls.
This button can be used whenever there is one or more calls on a PDN, either active or on hold.
In particular, it is often used in lieu of the Cfn/Trn button, especially when the station is configured
in direct transfer mode. See Cnf/Trn on Page 50 for more information.
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Do Not Disturb
The Do Not Disturb function allows the user to change his personal status. Pressing the Do Not
Disturb key toggles the user’s personal status between his current personal status and the “Do
Not Disturb” personal status. When in “Do Not Disturb”personal status, the LED associated with
the Do Not Disturb button is lit. This occurs even if the user changes to “Do Not Disturb”
personal status through the client or TUI menus. When in “Do Not Disturb”, pressing the Do Not
Disturb button will return the user to his last non-Do Not Disturb personal status.
For example, if the user is in “In A Meeting”, pressing the DND button will change personal status
to Do Not Disturb. Pressing the DND button a second time will change back to “In A Meeting”.
If the user is in Available (Queue Only) and puts himself in Do Not Disturb using the client, TUI
menu, or *5x quick command, when he then presses the DND button on the Toshiba phone he is
returned to Available (Queue Only) (not Do Not Disturb).
Flash
Flash sends a trunk flash (equivalent to Flash-8 on an analog phone) on the active call.
Park/Unpark
From idle or internal dial tone, the Park/Unpark button can be used to unpark a parked call. The
system prompts the user to enter the park orbit number of a parked call. If a call is parked on that
orbit, the user is connected to the call. (Same effect as *92n.) If there is no call at the specified
orbit, the system announces “There is no call at parking number n”.
If the Park/Unpark button is pressed during an active call, the call is parked in the next available
park orbit. The system announces “The call has been parked at number n” and the LCD display
on the phone (if present) displays “Pk Orbit: n” where n is the orbit number the call has been
parked on. The phone then returns to internal dial tone on the PDN the call was on.
If a call on a Toshiba station line appearance is parked, the LED for that line appearance blinks
as if the call has been put on hold. The call can be retrieved (unparked) by pressing the PDN
button. However, another user with an SDN for that line appearance cannot unpark the call by
pressing the SDN button (like a call on hold). The user can see the call on the SDN, but must
use the Park/Unpark button, client, or *92 feature code to unpark the call.
Phone Page
Toshiba phones support commanded off-hook. The server can send an instruction to the
telephone to go into speakerphone mode. This capability is used in voice-first answering and
page/intercom. Since signaling is done out-of-band on the Toshiba phones, these phones go
off-hook more quickly than their ADSI counterparts. Also, no voice resource is required to page a
Toshiba digital telephone, so, potentially, the number of Toshiba telephones that can be paged
simultaneous is not limited by the number of shared voice resources available on the server.
Phone page button has the same effect as the *15 feature code. The system prompts the user
to enter the extension of a user or workgroup to page. If a user’s extension is entered, the result
is an intercom connection (two-way audio). If a workgroup extension is entered, the system
- 57 -
performs a page (one-way audio from dialing user to all telephones in the workgroup). When the
page is finished, the Toshiba phones automatically return to the on-hook state.
The phone must be on-hook with the receiver in the cradle to participate in a page (target).
Record Call
The Record function allows the user to start, stop, or pause recording of an active call. The
flexible button itself is used to start and stop the recording function. The associated LED is lit
during recording. The LED blinks fast when recording is paused.
When recording, the Mode button is used to pause or resume during record. (See Figure 47.)
Recording
Pause
Mode
Page
Scroll
Figure 47. LCD Display During Active Recording
The recording is automatically paused if call is placed on hold (e.g. using the Hold or Cnf/Trn
button). Hitting the Mode button to resume recording automatically reconnects the call. (See
Figure 48.)
Recording Paused
Resume
Mode
Page
Scroll
Figure 48. Display with Recording Paused
The appropriate changes to client interface occur when the Record or Mode button is used. For
example, the record toolbar icon changes to a pause icon. Conversely, the phone’s display and
button states change when recording is initiated from the client.
Release
The Release function disconnects the active call on the current PDN and returns the station to
internal dial tone or the call menu. The user gets internal dial tone if the active call is only call on
the device (PDN). The Release button returns the phone to the Call Handling menu if there are
any other calls on hold on the station. This button can also be used in some TUI menus, where
the phone is returned to dial tone.
Send to Voicemail
The Send to Voicemail (SVM) feature is typically used in conjunction with call screening.
Depressing the SVM button sends the call to the voice mailbox of a specified user. The system
announces “Enter an extension or press 411 for a name directory”. Simultaneously, the LCD
display on the phone show “Enter Extension:”. The user enters the extension of the target voice
mailbox. To send call to his own mailbox he must enter his own extension. The system will
announce “That extension does not exist” if the extension entered does not exist, otherwise
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“Sending caller to voicemail of <name or extension>” is heard. The phone is then returned to
internal dial tone.
Speed Dial
Speed dial allows the user to assign a internal extension, external number, or arbitrary dial string
(such as a feature code) to a button. The server automatically dials that number or string and
connects the call to the user’s next available PDN.
The target address is specified when the button is configured in Tools>Options under
Phone>Feature Buttons (ViewPoint) or in the user’s properties under Phone>Feature Buttons
(Administrator program).
Figure 49. Speed Dial Dialog
A speed dial button can be used from idle (station automatically goes into speakerphone mode),
internal dial tone (call is placed using current PDN), during an active call (first available PDN is
used, active call placed on hold), and some TUI menus (e.g. phone page, but not logon prompt).
To set a particular button for the Speed Dial function, select the button in the Feature Buttons
dialog and choose Speed Dial in the Feature drop-down list box. Click the ” …” symbol to the
right of the Parameter field for that button. The Speed Dial dialog (Figure 49) will appear,
allowing you to specify a target address for the dialing function.
Choose Extension to dial an extension and select the desired user/extension in the drop-down
list.
Choose Phone number to dial an external telephone number or an IP address. Specify the
dialing service you wish to use to place the call.
Choose Direct Dial to assign an arbitrary sequence of DTMF digits to a button. The server will
process this string as if it was dialed from internal dial tone. This can be used to assign a quick
command or other command sequences to a button.
- 59 -
Examples:
*14300# Change Calling-as identity to the Call Center queue at x300.
*14#
Return Calling-as identity back to user
*57102# Monitor queue call currently being handled by agent at x102
##1234# Log on to system using current extension and password “1234”
*91103# Answer call ringing Extension 103
Take Call
The Take Call function operates similarly to the Take Call function in ViewPoint client. If there is
a single ringing call on the Toshiba telephone, pressing a Take Call button automatically takes
the phone off-hook and connects the user to that call. (If the telephone is already off-hook and on
an active call when an incoming call starts ringing, pressing the Take Call button has no effect,
though.)
If the user has call screening enabled, when the user picks up an incoming call and is presented
the call screening announcement, pressing the Take Call button connects the user to the caller
(in the same way as pressing the “1” key does).
If the user chooses Option 3 – Send to Voicemail and Screen in the Call Screening TUI menu,
and then wishes to retrieve the call from voicemail, he can do so by pressing the Take Call button.
New Features for Toshiba Stations
Personal Status Strata Buttons
A user assigned to a Toshiba station can assign flexible function buttons on his phone to change
his personal status. Unlike the DND button implemented in earlier versions of TeleVantage (and
still supported in Version 6.0, see Do Not Disturb on Page 57), the Set Personal Status function
toggles between Available and the personal status the user assigns to that key. For example,
the user might assign a key for the “In A Meeting” personal status. If the user is in Available
(Queue only) and then presses the key, his personal status is changed to “In A Meeting”. The
LED for that flexible button is then lit. If the user then presses the same key to move out of “In A
Meeting”, the LED goes dark, and the user’s new personal status becomes Available (not
Available (Queue only).
Changes to personal status made using these flexible function buttons are reflected in both the
TUI and in ViewPoint. The Extensions view displays the user’s new personal status, as does the
personal status field in the ViewPoint status bar.
Conversely, changes to personal status made from ViewPoint or from the TUI cause the
appropriate flexible button LED to light. For example, when the user is in Available, no LED on
his phone is lit. If he changes his personal status to “In A Meeting” using the ViewPoint client,
the LED for his “In A Meeting” flexible key lights up.
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Any of the following system-defined personal statuses can be mapped to a flexible key:
•
•
•
•
•
•
•
Available (Non-queue)
Available (Queue only)
On Break
Do Not Disturb
In A Meeting
On Vacation
Out of the Office
Custom personal statuses cannot be mapped to a key. (The Available personal status also
cannot be mapped to a key.)
This feature is particularly useful for Call Center queue agents who do not use the ViewPoint
client.
Custom Speed Dials
TeleVantage 6.0 allows a flexible button assigned to the Speed Dial function to dial any arbitrary
sequence of DTMF digits. This “Direct Dial” function did not exist in previous versions of the
product. See Speed Dial on Page 59 for details.
Ringing Line Preference for Toshiba phones
TeleVantage 6.0 allows the user or an administrator determine if a call ringing an SDN on a
Toshiba telephone will be picked up if the user takes the telephone off-hook. See Pickup
Behavior on Page 46 for details.
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Server Functions
Business Hours Enhancements
The business hours settings for TeleVantage 6.0 now allow a greater degree of flexibility when
specifying work hours. The interface now:
•
Allows multiple work hour time ranges per workday.
o Disjoint time ranges can specified as a comma-separated list:
10:00am – 5:00 pm, 8:00pm – 11:00pm
o Overlapping ranges are allowed: 10:00am – 5:00pm, 3:00pm – 6:00pm
•
Handles midnight correctly. Time ranges can start or end at midnight:
Monday, 12:00am – 6:00am or Wednesday, 8:00pm-12:00am.
Figure 50. Night Shift Business Hours
For example, in Figure 50, a set of business hours called “Night Shift” have been defined for a
group in the organization who start work at 11:00pm on weekdays and leave work at 7:00am the
following morning.
In previous versions of the product, the day started at 12:00am and ended at 11:59pm, and only a
single time range could be configured for each day.
A single range still cannot span midnight, for example: 8:00pm – 6:00am
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Hold Audio Input Support
A new dialog has been added to allow administrators to manage the list of available music-onhold audio sources. The interface is found under the Audio > Hold Sources category in the
Tools > System Settings dialog of the Administrator program. The dialog presents a list of the
current audio sources configured on the system, allowing new ones to be added and existing
ones to be edited or deleted.
Figure 51. Audio Hold Sources List
Each audio source has the following fields (Table 9):
Table 9. Fields in the Audio Hold Sources List
Name
Required
Type
Required
Value
Required
Description
Optional
A simple string displayed in the drop down lists on other
dialogs. The string must be unique in the list
A dropdown list of source types. The value is either “Station”
or “Audio Input”.
A text string identifying the source location. This value is the
station number for a station port-based source and a board
number for a audio input jack type source. The value must
be unique within a particular type.
A longer description of the audio source, only displayed in
the list and the Add and Edit dialogs.
To edit or delete an existing audio source, highlight the desired source in the list and choose
either Edit or Delete, respectively. To add an audio source to the list, click on Add…. A dialog
box similar to that shown in Figure 53 appears.
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Enter a unique name for this source in the Name field. The name appears as an available hold
audio source for auto attendants, Call Center queues, users, and other objects that can be
assigned custom hold music. (See Figure 52.)
Figure 52. Hold Music Control for an Auto Attendant
As in previous versions of TeleVantage, TeleVantage 6.0 supports hold audio sources connected
to analog station ports. (Hold audio can also be connected to a Toshiba station board using an
external adapter.) Station-based audio sources are assigned a value of “Station” for the Type
parameter. (See Figure 53.) When “Station” is selected, the value field holds the station port
number to which the audio source is connected.
Figure 53. Hold Audio Source Dialog for a Station-based Source
In addition, Version 6.0 supports hold audio connections to the audio input jacks on the DI/SIseries station boards and the DI/0408LSA-R2 PBX board. An audio source connected to one of
these dedicated audio inputs should be assigned a type of “Audio Input” (Figure 54).
Figure 54. Hold Audio Source Dialog for an Audio Input-based Source
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In the Board number field, enter the number of the board with the audio input port. To determine
the board number for a particular board, count only your DI/SI and DI0408LSAR2 boards in order
of SC-bus or CT-bus ID. For example, if you have a DISI board at ID 4 and a DI0408LSAR2
board at ID 6, you would specify the DI0408LSAR2 board by entering 2. If you are using
geographical addressing (multiple boards are assigned to ID 0), the board numbers for those
boards are assigned in order of their PCI slots.
The controls for selecting music-on-hold (Figure 55) for auto attendants, users, and other objects
on the server that support this customization have been changed to a drop-down list showing the
names of the existing audio sources. A standard new/edit button (*) has been added next to each
list to allow for the addition of a new source or editing of an existing source.
Figure 55. Hold Audio Controls for an Auto Attendant
As a result of an upgrade, all existing hold audio stations will be converted into audio source
called "Station n" where n is the old station number.
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Call Recording Reminder Beeps
TeleVantage 6.0 is capable of generating recorder warning tones during calls recorded by the
system either automatically or through the actions of a user. All the parties in the call will hear the
tone, and the tone will also appear in the call recording. The administrator can configure the
system to generate these “reminder beeps” during:
•
•
•
Calls recorded by a user (either using ViewPoint, the *16 telephone command, or a
Toshiba flexible button),
Calls recorded by a Call Center queue (using the agent or queue nth-call recording
features),
Calls recorded automatically through the system call recording feature,
Or any combination of the above. These options appear in the Tools>System Settings dialog in
the Administrator program, under Call Recording (Figure 56).
Figure 56. Call Recording Reminder Beep Controls
The administrator can customize both the characteristics of the tone and the interval between
tones. The tone is played from a VOX file. The name of the file containing the tone is specified
in the Artisoft\Server\CallRecordingBeepFile setting in the database, accessible through the
Advanced Settings Editor (on the Tools menu in the Administrator program). By default, the
system assumes the VOX file is located in the \vfiles\user directory on the TeleVantage server.
The interval between tones is controlled by the Artisoft\Server\CallRecordingBeepInterval setting,
also found in the Advanced Settings Editor. By default, the interval between beeps is 15s. If the
beep duration is greater than the beep interval, the server will automatically set the beep interval
to be equal to the beep duration plus 1s. The server caches the beep file to a buffer on startup to
reduce disk accesses. If the beep file or the beep interval is changed at runtime, the server will
stop generating tones immediately, load the new values, and then start generating tones.
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By default, the beep is a 500ms 1400Hz tone. The default VOX file is called
StdCallRecordingBeep.vox. A second VOX file, ShortCallRecordingBeep.vox, with a 200ms
tone duration is also provided.
Whenever any reminder beep control is enabled, the system requires additional resources to
support conversion of the VOX file data into a audible tone and mixing of the tone with calls.
•
Whenever there is at least one call that requires reminder beeps being recorded on the
system, the server requires one voice resource to generate the tone. This single voice
resource is used for all calls needing reminder beeps system-wide.
•
For each call being recorded, the server must allocate a conference resource to mix the
tone with the call (even for two-party calls). If a conference call is recorded and reminder
beeps are enabled for the recording, the maximum number of parties that can be
included in the conference is reduced by one. (The recording beep audio stream counts
as a party in the call.)
Note: When reminder beeps are enabled, there may be a noticeable change in the volume of a
two-party call when recording begins and ends.
Dialogic Firmware Dump Automation
TeleVantage 6.0 is capable of initiating a dump of the firmware running on the Intel® Dialogic
telephony boards when a TeleVantage server error occurs or during a TeleVantage server
shutdown.
When this feature is enabled, if a Dialogic fatal error occurs, the server will stop with Exit Code
100. The watchdog process (tvwatch.exe) that runs on the server, in response to this error code,
exits. (When the feature is disabled, the watchdog process restarts the TeleVantage server
service when a fatal error occurs.) Upon exiting, the watchdog process calls an external program
that generates the firmware dump.
The operation of this feature is controlled primarily by registry keys located under the
key on the server. The values shown in Table 10
are used to enable and configure this function.
HKLM\Software\Artisoft\TeleVantage\Server
Table 10. Dialogic Firmware Dump Registry Values
Registry Value
ExitOnFatalDialogicError
Type
DWORD
ExitCode100
STRING
Description
Enables firmware dumps
1 - Enabled
0 - Disabled
Full path of the external dump
management utility
Default
0 (Off)
(SystemFilesPath)\TvDlgFatalError.exe
The only registry value that must be modified to enable this feature is ExitOnFatalDialogicError,
which should be created and set to “1”. The value of ExitCode100 is set by the server installer to
point to the TvDlgFatalError.exe program in the TeleVantage server base directory.
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Table 11. Additional Registry Values for Dialogic Firmware Dumps
Registry Value
SystemFilesPath
LogPath
FatalErrorDumpApplication
FatalErrorDumpFile
Type
STRING
STRING
STRING
STRING
FatalErrorDumpPrefix
FatalErrorMaxDumps
FatalErrorReboot
STRING
DWORD
DWORD
Description
Directory path to the firmware dump application
Directory path for dump files
Name of the dump application
Name of the file produced by the dump
application
Filename prefix for firmware dump files
Number of dump files to keep on the server
Enable reboot of the server machine after
dump is complete
1 – Reboot
0 – Do not reboot
Default
(Set by server installer)
(Set by server installer)
TestDumpUD.exe
TestDump.txt
R4FDump
5
1 (Reboot)
More control over the processing of the dump files is available through the operation of the
registry keys listed in Table 11. SystemFilesPath and LogPath are used by the server and their
values are set by the server installer when TeleVantage server is installed on the machine
The remaining registry values are optional (assuming the provided TvDlgFatalError.exe program
is used) as the utility will assume the default values shown if the registry values are not present.
Figure 57. Shut down server Dialog in Administrator
The processing of the firmware dump proceeds as follows when using the default values. When
TeleVantage server exits with Error Code 100, the watchdog process calls TvDlgFatalError.exe.
This program calls another program (TestDumpUD.exe) which actually collects the firmware
dump and writes it to a temporary file. TvDlgFatalError.exe renames this temporary file to a file
name R4Fdumpn.txt. The program maintains the last m firmware dumps on the server, where m
is the value of FatalErrorMaxDumps, which is set to “5” by default. When the number of dump
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files would exceed m, the oldest file is overwritten. After renaming the dump file,
TvDlgFatalError.exe checks the value of FatalErrorReboot. If the value is “1”, the server machine
is reset. If the value is “0”, the program exits without restarting the machine or TeleVantage
server.
TvDlgFatalError.exe also generates its own log file, TvDlgFatalError_n.txt. The TestDumpUD.exe
program generates log files named R4FDumpn.log. (Do not confuse this with the firmware dump
file, R4FDumpn.txt.) These files are found in the TeleVantage Server\Logs directory by default.
The Problem Report Wizard utility collects these files, if present, into its output file when run on
the server.
The same process occurs as the result of an administrative shutdown of the server if the
“Capture Intel Dialogic firmware dump” checkbox (Figure 57) is checked. See System
Shutdown Enhancements on Page 147 for more information on server shutdown options.
Toshiba Station Board Timeslot Allocation
In previous versions of TeleVantage server, Toshiba station boards are always assigned station
numbers above those of any MSI, DI/SI, or HDSI station board. The timeslots were placed at the
end of the SC-bus or CT-bus. (Each board requires 48 timeslots, 16 for stations and 32 for the
conference resources on the board.) For example, if a system running in SC-bus mode
contained two Toshiba station boards, the boards would be assigned timeslots in the range of
928 to 1023. With multiple Toshiba boards in the system, the board with the lowest PCI ID (PCI
slot) is assigned the lowest Toshiba station numbers and timeslots. Toshiba stations are
assigned timeslots by TeleVantage at application startup.
In TeleVantage 6.0, the TeleVantage server makes a call to a Dialogic driver function that
reserves a block of timeslots on the SC-bus or CT-bus. TeleVantage server then assigns these
timeslots to the Toshiba board devices. The block of timeslots is no longer arbitrarily placed at
the end of the TDM bus. Otherwise, the process and ordering of stations and timeslots is similar
to that of TeleVantage 5.0.
Drop Loop Current on Idle Station
TeleVantage 6.0 can be configured to provide positive far-end disconnect supervision to a thirdparty device attached to an analog station port. By default, when the far-end caller hangs up, the
server does not drop loop current to a station involved in the call. If the user at that station does
not place the telephone on-hook, TeleVantage plays internal dial tone to the station.
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Figure 58. Phone Settings for a User
If the “Drop loop current when idle” checkbox in the Phone category of the user’s properties
(Figure 58) is checked, the TeleVantage server interrupts loop current to the station for a
specified period of time. This time period is specified in the “Drop loop current for _
milliseconds” control, also located on the Phone page. When the far-end caller ends the call,
the station goes to the “Pre-idle” state (as shown in Device Monitor) while the loop current to the
station is interrupted.
This feature is designed to facilitate the integration of third-party hardware connecting to
TeleVantage through analog station ports, such as voice mail systems, fax servers, public
address systems, and door-strikers. Many of these devices expect to see loop current interrupted
as a signal that the call is over. This feature may also be useful when connecting a TeleVantage
system behind another TeleVantage system (as the Dialogic analog trunk boards also expect
positive disconnect supervision).
For shared stations, if any user assigned to a station has this feature enabled, all calls to the
station are affected. The control is not available for users assigned to Toshiba station ports or
external stations.
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Monitor, Coach, and Join Non-queue Calls
The monitor, coach and join features available for Call Center queue calls have been extended to
any call on the system. A user with the appropriate permissions can supervise (monitor, coach,
or join) the personal call of another user even if neither user is an agent in a Call Center queue.
There are three sets of controls that determine if a user can supervise the personal calls of
another user.
1. A set of controls for the user being supervised that determine if another user can
supervise the user’s calls,
2. A set of controls on Tools>System Settings>Security page that establishes system-wide
defaults for the controls described above, and,
3. A set of user permissions for the supervising user that determine if the user can
supervise another user’s calls.
The first set of controls (Figure 59) is located in the properties of the user whose calls will be
supervised. These controls determine if another user can supervise this user’s personal calls.
The “Personal calls can be monitored” control determines if another user can monitor this
user’s personal calls. Possible values are “Yes”, “No”, and “System default”. When set to “No”,
this user’s personal calls cannot be monitored by any user. If set to “Yes”, then another user,
with the appropriate permissions (see below), can monitor this user’s personal calls.
If the value of this control is “System default”, the value of the system-wide “Personal calls can
be monitored control” (see below) is used as the value for this user’s “Personal calls can be
monitored” setting.
The “Personal calls can be coached” setting determines if another user can coach this user’s
personal calls. If it has a value of “No”, this user’s personal calls cannot be coached by any
user. If set to “Yes”, then another user, with the appropriate permissions, can monitor this user’s
personal calls. This control can also be set to “System default”, in which case it inherits the value
of the system-wide “Personal calls can be coached” setting.
The “Personal calls can be joined” control determines if another user can join this user’s
personal calls. If it has a value of “No”, this user’s personal calls cannot be coached by any user.
If set to “Yes”, then another user, with the appropriate permissions, can monitor this user’s
personal calls. This control can also be set to “System default”.
(These setting do not affect an agent’s ability to supervise Call Center queue calls. Permission to
supervise Center queue calls are controlled by the settings of the queue.)
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Figure 59. Personal Call Supervision Controls for a User
If the call involves multiple users, the call can be monitored if any one of the users
allows his calls to be monitored. By default, external parties can be monitored.
For join, a personal call can only be joined if all parties in the call have a value of “Yes” (either
explicitly assigned or inherited from the system default) for “Personal calls can be joined”.
For coach, any party in the call for which “Personal calls can be coached” resolves to the value
“Yes” can be coached. A party in the call that does not allow coaching cannot be coached.
External parties can be coached by default.
All three controls for a user can be set to “System default”. The value of the system default for
each control is configured in Tools>System Settings in the Security category (Figure 60). The
three system defaults can be set to either “No” or “Yes”, as desired.
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Figure 60. Personal Call Supervision Controls - System Defaults
The third set of controls (Figure 61) are used to determine if a user can act as a supervisor and
monitor, coach, or join another user’s calls. Three new permissions appear in the Standard
group of user permissions, now found on the Security>Permissions page in Tools>Systems
Settings dialog:
•
•
•
Allow monitoring user calls
Allow coaching user calls
Allow joining user calls
Each of these permissions can have a value of either “Allow”, “Disallow”, or “Use roles”, as with
any other TeleVantage user permission.
The telephone commands *57, *58, and *59 can be used to initiate monitor, coach, and join
operations (respectively) for personal calls. The extension of the user whose call is to be
supervised is entered after the feature code and followed by the pound key.
By default, a supervisor (a user that is monitoring or coaching a call) is disconnected if the call
being supervised is transferred or parked and unparked by third party. This behavior can be
modified using the Server\DropMonitorsAfterTransferComplete parameter found in the
Advanced Settings Editor. The default value for this parameter is “1”. When set to “0”, a
supervisor remains with the until the call ends or a third party prohibiting supervision becomes a
party to the call. Note that a supervisor is always disconnected if the supervised user
leaves the call, or if a user who prohibits supervision enters the call.
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Figure 61. Personal Call Supervision Permissions
Null Stations
There are several situations where a “dummy” station may be required. In particular, a Client API
application that performs call handling functions (such as parking or conferencing calls) may be
installed on the server. (An example of this is the TeleVantage Conference Manager.)
In such cases, a non-zero station number is required because the station alerting and call control
code is implemented in the station manager component of TeleVantage server. In previous
versions of TeleVantage, a “dummy” station required a physical station (or at least a station port).
TeleVantage 6.0 introduces the concept of a null station. A null station has a fixed (run-time
settable) hook state, and neither receives nor generates audio. Otherwise, from the point of view
of the server and client programs, it is indistinguishable from any other terminal type. Null
stations are an extension of external stations. (See External Stations on Page 75).
To configure a null terminal, first configure an external station in Tools>System Settings in the
General category. Then create a utility user to associate an extension with the external station.
Assign the external station number to utility user. In the Phone category of the utility user’s
properties, set the Destination field to a value of “None”.
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The “Hook state:” control determines the fixed hook state of the null station mentioned above. If
this control is set to “On-hook” , the station appears to be always on-hook. Incoming calls will
ring the station as if it was an idle telephone handset. If the control is set to “Off-hook”, the null
station appears to always be off-hook. This is useful when combined with hands-free mode, as
the null station will always answer every call.
In the example mentioned above, a Client API application might use the extension and password
of the utility user to create a session on the server, and would then be allowed to perform call
control operations on calls directed to the utility user’s extension and null station.
External Stations
TeleVantage 6.0 introduces external stations, which allow the use of IP and PSTN telephones
with TeleVantage as if they were stations. This provides better support for remote and local
users using IP telephones.
Ordinarily, a user connecting to TeleVantage through a trunk encounters a number of limitations.
In particular, such a user is not able to use the ViewPoint client to control or initiate calls to his
external telephone. The station alerting and call control code is implemented in the station
manager component of TeleVantage server, and so many call control operations require the call
to be routed to a physical station port within the TeleVantage server.
An "external station" is a device that is connected to TeleVantage via an external network, such
as the Internet or the PSTN, but behaves as a station. The call from the external device is routed
over a trunk, the TeleVantage server associates this trunk call with a station ID, and the station
manager can then perform the same type of operations on the call that it can on calls to physical
station ports.
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External stations can be statically-assigned by an administrator, or created dynamically. A
dynamically-create external station can be created by a user as part of the ViewPoint logon
process, or by the server, when an incoming call is routed to an external number.
Dynamic external stations do not count against the number of statically-configured stations.
Statically-assigned External Stations
Configuring statically-assigned external stations is done in two steps:
•
•
Specify the total number of external stations to add to the system.
Assign external station IDs to users and configure the stations’ properties.
In the “Tools > System Settings” dialog in the Administrator program, the “Number of external
stations” setting, found in the “Server” category (Figure 62), is used to specify the number of
statically-assigned external stations on the server. Enter the desired number of external stations.
Figure 62. Server Category of the System Settings Dialog
A range of station ID’s are then assigned to these external stations when the TeleVantage server
is started. Statically-assigned external station IDs begin where the physical station IDs end. For
example, if the TeleVantage server includes an DI/SI16-R2 board, with 16 station ports, and a
Toshiba station board, also with 16 stations, and the “Number of external stations” setting has a
value of “4”, then the external stations will have station IDs from 33 to 36, inclusive. (See Figure
63.)
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Figure 63. External Station IDs in Device Monitor
Once the external station IDs are established on the server, they can be assigned to users, by
entering the external station ID into the “Station ID” field in the user’s properties. (See Figure 64.)
Figure 64. Station ID Setting for a User
If you assign the station ID of an external station to a user in this way, the Administrator program
then allow you to enter the type and external address of the external telephone, and configure
other options for the external station. These settings are found under the “Phone” category in the
user’s properties (Figure 65).
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Figure 65. External Station Settings for an External Number
The Destination field is used to set the external station’s device type. The possible values are:
•
•
•
•
•
External Number
Generic H.323 Device
Intel PBX-IP Media Gateway
Uniden IP Phone
None
Use “External number” when the user’s calls shall be routed to a telephone number on the
PSTN. Select the dialing service the server should use to allocate a trunk on which to route
connections to the terminal in the “Call using” list box. Specify the telephone number the server
should dial on the trunk to connect to the external device in the “Number” field.
TeleVantage recognizes the DTMF sequence “** “ (two asterisks) on a trunk as a flash signal. In
order to detect DTMF signaling on a trunk, TeleVantage must have a voice resource monitoring
the audio on the trunk. If the “Interpret ** as flash” checkbox is checked, the server will allocate
a voice resource for any call originating from or routed to this external station. This uses a voice
resource from the shared pool for the duration of the call. A change to the state of this control
takes effect the next time the station connects to the server.
A user may find that when he hangs up his external station and then immediately places
a new call using ViewPoint, their phone does not ring to connect them to the call. In some cases,
there is a delay between the time the external station goes on-hook and the time the telephone
network signals the disconnect to the TeleVantage-end of the call, so the server sees the external
station as still off-hook. When “Disconnect when idle” is checked, the TeleVantage server
disconnects the trunk immediately whenever it detects either side of the call hang up..
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Figure 66. External Station Settings for an IP Terminal
For IP phones or terminals, use the “Generic H.323 Device” choice, unless, of course, the user
has a Uniden IP300 IP handset or is attached to an Intel PBX-IP Medial gateway. These two
devices have features for which TeleVantage 6.0 has special support.
The Hold button function is supported on the Uniden IP300 and Intel PBX-IP Media Gateway
phones. However, after placing a call on hold using the button on the phone, the user cannot
take it using ViewPoint, but must rather do so using the telephone’s button. The message waiting
indicator on these two types of devices are also supported.
For IP telephones with multiple line appearances, only one line appearance can be associated
with an external station at a time. For example, if a user places a call on hold using the Hold
button on a Uniden IP300, and then presses another line appearance button, TeleVantage treats
the call from the second line appearance as a trunk call, not as an external station call.
Automatic update of External Station Address for an IP Telephone
TeleVantage 6.0 can be configured to automatically update the IP address assigned to an
external station when the station is used to connect to the TeleVantage server. For this to occur,
the IP telephone must be capable of storing and sending the log on information for the user to the
server when the station goes off-hook. If the IP address of the terminal logging on to the server
does not match the IP address for the external station, the server can automatically update the IP
address stored for the external station to the IP address of the currently logged-on terminal. To
enable this feature, check the “Automatically change address to location of last logon” checkbox
shown in Figure 66.
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Null Stations
A utility user might be assigned a value of “None” in the Destination field for an external station.
This allows the administrator to create a “null station” that has a fixed hook-state. See Null
Stations on Page 74 for a more detailed discussion of null stations.
Dynamically-created External Stations
External stations can be used by roaming users who are not assigned to one of the pre-defined
external station numbers. During ViewPoint logon a user can specify their location as a remote
number. Specifying a remote number when logging into ViewPoint allows the user to initiate and
control outbound calls (from the user’s remote phone) with ViewPoint using that remote phone,
just as for a statically-assigned external station.
However, without additional configuration, calls to the user routed to the external telephone
(through call forwarding or the actions of a routing list) are still handled by TeleVantage as
external trunk calls, and the user has no control of the call within ViewPoint. The user can
configure TeleVantage to dynamically create an external station for the call when it routes it to the
external address. This option is located under the “Phone” category of the Tools>Options dialog
in ViewPoint. When this option is enabled, TeleVantage creates an external station for each
remote number in the user’s routing list. If the user is currently logged on to the client application
at one of those numbers, the incoming call can be manipulated in ViewPoint.
Just as statically-assigned external station have station ID, so do these dynamically-created
external station. The server assigns station IDs greater than “16386” to these external stations.
(These temporary station IDs might appear in the server logs or workstation applications.)
Delayed Connection
When TeleVantage uses analog or robbed-bitT1 trunk to ring an external station, it uses
combination of timers and call progress analysis to determine the state of the connection. After
call is placed over analog or robbed-bit T1 trunk to an external station, TeleVantage performs call
progress analysis and, if the analysis does not result in a certain connect or failure within a
certain time, a connect is assumed. This prevents situations in which the called party answers a
call but the call is not connected end-to-end because the server is still waiting on the call progress
analysis.
This behavior has the following implication when the external station is being alerted from within a
routing list. If the user does not have call screening enabled, the caller and called party are
connected after expiration of the timeout mentioned earlier. The caller will hear an alert tone, and
is able to interrupt the call and go to the next node in the routing list by pressing “#” key. This will
be useful in the scenario where the external station does not answer, or if an answering machine
or external voicemail system answers the call.
Further, when using ViewPoint to play or record audio (such as a voice message), there may be a
slight delay before the operation begins, as the server must wait until either the call progress
analysis completes or the timeout expires before starting the playback or recording.
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Associating a Call with an External Station
There are three ways incoming trunk calls are associated with external stations.
For IP stations, there are two different methods of association. If the IP terminal supports private
line automatic ring-down (PLAR), the device can be configured to send the extension and
password of the user to TeleVantage when the phone goes off-hook. If TeleVantage receives a
connection from an IP telephone with these credentials, and the user for that extension is
assigned to an external station, the server associates that connection with the external station. If
the IP telephone does not support PLAR, or is not configured to send the PLAR logon string,
TeleVantage checks the IP address of the inbound call. If it matches an IP address of one of the
external stations defined on the server, it will automatically associate the call with the external
station and play internal dial tone to the caller.
The second way to associate a trunk call with an external station is to use the *17 feature code.
The user call into the server, navigates to a logon prompt, and logs on to the TeleVantage server
as a user assigned to a statically-assigned external station. Then navigate to internal dial tone
(typically by pressing “#”) and enter “*17”. The call is then associated with that user’s external
station. The association between a trunk call and an external station ends when the trunk call
disconnects. The association is identified in the Status field of the Device Monitor. (See Figure
67.)
Figure 67. Device Monitor with External Station-Trunk Association
Note that at most one trunk call can be associated with an external station at the same time. This
limitation may appear in complex situations where multiple calls are active. For example, if there
is a currently ringing call to an external station, and simultaneously the user attempts to associate
a trunk call with that same station using the *17 feature code, the association will fail.
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Call Log Entries
Calls that involve external stations appear in the call logs as internal calls with corresponding
station IDs.
Ring Cadences
The ring cadences on external terminals are not controlled by TeleVantage. Even if an external
terminal has the ability to set specific ring cadences, this will be out of control of TeleVantage.
This means, for example, that the ring cadence for incoming calls will be the same as the ring
cadence for hold recall.
Call Waiting on External Stations
A user that has call waiting enabled for his extension will hear the call waiting alert tone when his
external station is in use and another call attempting to connect to his external telephone.
Sometimes it is desirable to modify the properties call waiting tone played. As with the call
waiting tones for local station ports, the call waiting tone for external stations is defined in the
Windows registry, under the following key:
[HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\EXTBoard1\ZipTone]
"Frequency"="1250"
"Amplitude"="-23"
"Duration"="50"
Where:
•
•
•
“Frequency” is the frequency of the tone in Hz.
“Amplitude” is the amplitude of the tone in db
“Duration” is in 10ms units, so that “50” corresponds to 500ms
Upgrading Existing IP Telephone Users to External Stations
TeleVantage 6.0 provides a special feature to facilitate the conversion of users with IP
telephones to statically-assigned external stations. This feature accessed through the “Upgrade
Remote Phones” menu choice on the Tools menu in the Administrator program.
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Figure 68. Upgrade Remote Phones Item in the Tools Menu
In previous versions of TeleVantage, an IP telephone user was typically assigned a station ID of
“0”, indicating the user was not using a local station port on the server. The “Upgrade Remote
Phones” feature (Figure 68) identifies all the users on the system with both a station ID of “0” and
with the “Using a VoIP phone” control checked. In the “Upgrade Remote Phones“ dialog box
(Figure 69), the names of all such users appear. Next to each name is an action drop-down list
box. The administrator can assign an external station to the user by choosing from the available
external station IDs in the list box. The change takes effect when the dialog box is dismissed by
hitting the OK button. When a remote phone is “upgraded” in this fashion, the user’s station ID is
changed from “0” to the one specified for the user, and the user’s call forwarding is turned off.
Figure 69. Upgrade Remote Phones Dialog
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Reserve Station Licenses for IVR Plug-ins
Through the Administrator program, a specific number of station licenses can be reserved for use
by IVR plug-ins. The desired number of reserved licenses can be specified through the “Reserve
_ station licenses for calls involving IVR Plug-ins” control. This control is located in
Tools>Systems Settings, on the Licenses>Reserved page (Figure 70). The default value for
this control is “0” (zero). If a non-zero value is entered, the number of stations available for
assignment to users becomes the total number of station licenses on the system minus this
number.
Figure 70. Licenses > Reserved Category in System Settings Dialog
The maximum value that can be assigned to “Reserve _ station licenses for calls involving
IVR Plug-ins” is equal to the total number of station licenses on the server minus the number of
unique station IDs currently assigned to users on the system. If an attempt is made to assign a
larger number to this setting, the Administrator issues a warning “This would exceed your
licensed number of stations. You are currently licensed for n stations and m are already in use.”
For example, if this setting is set to 10 on a system with 15 station licenses and 5 stations are
already assigned to users on the system, then when the administrator attempts to assign an
unassigned station ID to a user, the Administrator program issues the error '“This would exceed
your licensed number of stations. You are currently licenses for 15 stations of which 5 are in use
and 38 are reserved.”
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Customizable Locations for Database Files
Both the TeleVantage Administrator program and the server installer allow the user to specify the
locations of the TeleVantage database files. The location of the database file (TVDBDEV_5.DAT),
the transaction log file (TVLOGDEV_5.DAT), and the database backup file (TVDB.DMP) can
each be specified through the controls under the Storage > Special Directories category of the
Administrator program’s Tools > System Settings dialog (Figure 71).
Figure 71. Special Directories Category of the System Settings Dialog
The current directory in which the database, transaction log, and backup file resides is shown in
the corresponding text box. To move any of these files, select the “Move…” button adjacent to
the file path to be altered. The interface allows the files to be moved to any local partition. The
TeleVantage server must be shut down to move database or transaction log file locations.
For new installs of TeleVantage 6.0, the location of the database, transaction log, and backup file
can be specified as part of the installation process. See Installing TeleVantage, Page 11-3.
Voice Message Archiving
TeleVantage Version 6.0 adds facilities to archive voicemail messages and call recordings for
one or multiple users, and manage these archives.
Automatic Archiving
Administrators can configure the server to transfer voicemail messages and call recordings from
one or more users’ mailboxes to an archive. The settings for archiving are found in the
Tools>System Settings dialog of the Administrator program, in the Recordings>Archive
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category (Figure 72) . When the “Archive recordings daily” checkbox is checked, messages
and recordings are moved from the database and voice files directory to the archive each day.
Figure 72. Recording Archive Controls in the System Settings Dialog
The archive feature moves a recording to the archive after it has been on the system for a
specified number of days. The number of days a recording remains on the server is set using the
“Archive voice mail older than _ days” control.
When recordings are moved to the archive, the administrator can choose to leave them in their
native VOX format or have the server convert them to the more space-efficient WAV format.
Choose between these two options by setting the “Archive audio format” control to either “VOX”
or “WAV”.
The “Archive location” field displays the location to which the archived files are moved. To
change the location, click on one of the icons next to the control’s text box. Use the left icon to
select a folder on the server. Use the right icon to select a location on the network Note the
service account for the MSSQL Server Service on the TeleVantage Server must have sufficient
permissions to access the specified location. Changes require both the TeleVantage Server and
MSSQL Server services to be restarted to take effect. The default location for the archive is the
\Voice Mail Archive share created on the server machine by the server installer. The default file
path for this share is \Program Files\TeleVantage Server\Voice Mail Archive.
The “Archive the following mailboxes” list shows the users whose voice mailboxes will
be automatically archived. To add or remove a user, click “Change”. The “Select Mailboxes To
Archive” dialog box (Figure 73) is displayed.
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Figure 73. Select Mailboxes To Archive Dialog
Users in the “Selected mailboxes” list will have their mailbox recordings automatically
archived. Use the Add and Remove buttons to modify the list. Click OK to return to
the Archive category page.
To change which of a user’s mailboxes are archived, click the value in the Folders column
(Figure 72) for that user. From the drop-down list select one of the following:
•
“Inbox only” - Only messages in the user’s Inbox are archived.
•
“All folders except Deleted” - All the user’s messages are archived except for those in
the Deleted folder, including custom folders.
Manual Archiving
To perform an ad-hoc archive operation on a single user’s mailbox recordings, right-click on the
user in the Administrator program’s Users view (Figure 74) and select “Archive Voice Mail…”.
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Figure 74. Archive Voice Mail Shortcut Menu Choice
The Archive Voice Mail dialog box (Figure 75) appears, allowing the administrator to specify the
folders to archive, and the recording age, and audio format to use in the archive operation. The
“Options…“ button displays the Tools > System Settings > Recordings > Archive category.
Figure 75. Archive Voice Mailbox Dialog
The recordings are sent to the path specified in “Archive location” discussed earlier.
The archive itself is a directory containing an top-level index file (Index.xml) and one or more
subfolders, one for each mailbox in the archive. The index file is simply a list of mailbox names
and corresponding subfolder names. Each subfolder contains the recording files a single mailbox
and an archive index file (Archive.xml), which contains the details of each recording.
TeleVantage Recording Browser
The TeleVantage Recording Browser program (Figure 76) allows a user or administrator to view a
list of recordings contained in an archive and play them. The program is installed TeleVantage
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Workstation Setup program. (This is the same program used to install ViewPoint on a
workstation.) See Installing TeleVantage, Page 13-4 for more details.
The program can be started by choosing the “TeleVantage Archived Recording Browser”
shortcut in the “Artisoft TeleVantage” program group of the Windows Start menu.
Figure 76. TeleVantage Recording Browser
The browser opens to the last archive opened. To open an archive, choose “View another
archive …“ in the File menu, navigate to the location of the archive directory on the network,
select it, and choose OK.
The “Archived mailboxes” list shows all the mailboxes contained in the archive. Click on a
mailbox to display the recordings contained in that mailbox’s archive.
The “Recordings” list enumerates all the voicemail messages, call recordings, or greetings in the
selected mailbox’s archive, along with details. To play a recording, select the recording and click
on the Play button. Double-clicking a recording will also start playback. The program uses the
local machine’s sound card and speakers for playback. (The Recording Browser has no option to
play audio over a TeleVantage-attached station.) The Stop, Rewind, Forward, and Pause
buttons, and slider bar controls for audio operate in the same manner as those found in the
ViewPoint client.
To display the details of a particular recording, choose “Open Call Details … “, which displays
the Call Details dialog (Figure 77) for that recording.
The “Restore Recording” menu item will remove the selected recording from the archive and
restore it to the user’s TeleVantage mailbox.
Both options are found in the Tools menu, or on the shortcut menu, displayed by right-clicking on
the recording.
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Figure 77. Call Details Dialog
A recording can be deleted from the archive (without restoring it to the user’s mailbox, by
highlighting the recording and choosing “Delete” on the Edit menu.
Dial a Voice Mailbox Directly
TeleVantage 6.0 can be configured to allow callers to dial a voice mailbox directly without ringing
the owning extension. The caller can enter the mailbox owner’s extension followed by “*” at
internal dial tone or at an auto attendant. The server immediately transfers the caller to that
extension’s voice mailbox without invoking any routing list actions (for a user) or queuing the call
(for Call Center queues). If the user or queue has no mailbox or the mailbox is full, an error
message is played to the caller. Otherwise, the caller hears the user’s or queue’s default mailbox
greeting.
To enable this feature, check the ”Allow callers to directly leave a voice mail” control in the
Administrator program, found in the Tools > System Setting dialog under the Server category.
(See Figure 78.) Enabling this feature cause an additional (3 second) delay in the inter-digit
timeout for dialing extensions, as the server now must wait for a possible “*” character following
any extension dialed.
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Figure 78. Server Category in System Settings
Default Flash Behavior
In previous versions of TeleVantage, when a user performs a flash while in an active call, the
server played the Call Handling menu: “To transfer, press 1. To send to voicemail, press 2….”.
In TeleVantage 6.0, this is still the default behavior. However, the administrator can reconfigure
the server to return the user to internal dial tone instead of playing this menu.
The “Default flash behavior while in a call” control in Tools > System Settings, under the
Server category (Figure 78), can be set to either “Menu assisted transfer” or “Direct transfer”.
When “Menu assisted transfer” is selected, the server responds to flash in a call with the Call
Handling menu. When “Direct transfer” is selected, the server returns the user to internal dial
tone. This is a system-wide default for all users.
With the direct transfer option:
•
A flash on an analog station brings the user to “direct transfer” dial tone.
•
If the user flashes again, he is reconnected to the call on hold. If the station goes onhook after the first flash (at “direct transfer dial tone”), the caller is put on hold.
•
If the station is on-hook and the user has a call on hold, he can go off-hook and flash.
The server plays the Call Handling menu, allowing the call to be reconnected.
Trunk-based calls (such as to external stations) are always presented the Call Handling menu,
regardless of any system-wide or per-user setting for direct transfer.
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An administrator can customize the flash behavior for a individual user. The behavior for a
particular user is set on the Phone category of the user’s properties in the Administrator program
(Figure 79), using the “Flash behavior while in a call” control. The possible values for this
control are “System default”, “Menu assisted transfer” and “Direct transfer”. If the control is
set to “System default”, the user’s flash behavior is controlled by the system-wide setting
discussed earlier. If it is set to either of the other values, the system-wide default is ignored.
Figure 79. Flash Behavior Controls for a User
Park/Hold Ring Back Behavior
The ‘Park/Hold ring back” setting controls what happens when a user answers an automatic
ring back resulting from a call left parked or on hold beyond the ring back timeout. This control is
located in the “Tools > System Settings” dialog in the Administrator program, under the Phone
category (Figure 78). It can have two possible values: “Announce” and “Direct connect”.
Choose Announce to have TeleVantage announce the caller.
Choose Direct connect to have the user connected immediately with the caller.
MSDE SA Password
When installing or upgrading TeleVantage server, the Installer prompts the administrator for a
new SA password or database engine if the existing password is blank or set to the Artisoftdefault secure password (set by the TeleVantage 5.0 installer). The new password cannot be
blank.
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SMTP Support for Email Notifications
Figure 80. E-mail Notification Settings in Tools > System Settings
TeleVantage 6.0 includes built-in support for sending email notifications using the Simple Mail
Transport Protocol (SMTP). In previous version of TeleVantage, a server must have Microsoft’s
MAPI subsystem installed and configured for email notification to be enabled. Email notification
messages were sent using these MAPI services.
In TeleVantage 6.0, an administrator can choose between using MAPI or the new SMTP
implementation by setting the appropriate value for the “Send email notification using” control,
found in the Administrator program, in the Tools > Server Settings dialog (Figure 80), on the
Email Notifications page. The possible values for this The default value is MAPI.
Changes in this control requires a restart of the TeleVantage server to take effect.
Choose MAPI for the legacy behavior. TeleVantage uses the transport services defined in the
default MAPI profile of the interactive user logged on to the TeleVantage server console. For
upgrades, if the server is already configured for email notification and/or synchronization and this
approach is working, selecting MAPI allows your server to continue to operate in this manner –
no additional configuration is required.
Choose SMTP to configure TeleVantage to communicate directly with an email server using
SMTP. TeleVantage connects to the email server specified in the SMTP server field, on the
TCP port specified in the Port field.
Sender name and Sender address are the name and email address sent as the From: field
information in the notification email.
If the email server requires clients to authenticate in order to relay, check SMTP server requires
authentication. Enter the username and password required to authenticate on the relay server.
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Trunk Configuration
Delayed Answer
In TeleVantage 5.0 and previous versions, the server always “answered” an incoming call
immediately after it appeared on the trunk.
In TeleVantage 6.0, the administrator can enable “delayed answer” on some or all trunks. When
“delayed answer” is enabled, TeleVantage will not answer an inbound network call until one of the
following happens:
•
•
•
•
The call is routed to a station, and the station answers the call. (If caller announcement
is on, the recipient of the call must “1” to accept the call.)
The call is routed to an external number (e.g, via call forwarding, or RL node) and the
external destination answers the call. (If caller announcement is on, until recipient of the
call presses “1” to accept the call)
TeleVantage plays a prompt to the trunk caller, such as a auto attendant welcome
greeting or a voice mailbox greeting.
TeleVantage plays dial tone to the trunk caller, such as in the case for an IP telephone
user assigned to an external station.
If none of the above happens before TeleVantage disconnects the inbound network call, for
example, as the result of a “Hangup” action in a user routing list or Call Center queue redirection,
the call will be disconnected and the network is sent a specific disconnect reason. The value of
this reason is determined by the last connection target within TeleVantage: a station, an external
number, or Call Center queue, as follows:.
•
•
•
If the last connection target was a station:
o If the station has not answered, or the user declined the call, TeleVantage will
disconnect the network call. On networks that support it, the server also sends
the reason “normal clearing”. (RELEASE COMPLETE, Disconnect Cause 16)
o If the station is busy (for example, in another call with call waiting disabled),
TeleVantage will disconnect the network call with the reason “busy”.
If the last connection target has was external number:
o If connection timeout expired, TeleVantage will disconnect the inbound network
call with the reason “normal clearing”.
o If connection to the external number failed due to some specific reason caused
the external network, TeleVantage will propagate that reason when
disconnecting the inbound network call. For example, if connection to the
external number failed due to destination number being “busy”, TeleVantage will
disconnect the inbound network call with the reason “busy”.
If the last connection target was a Call Center queue:
o If the queue is closed, TeleVantage will disconnect the network call with the
reason “rejected”.
o If the queue is too busy, TeleVantage will disconnect the network call with the
reason “busy”.
o If the call has exceeded maximum wait time for the queue, TeleVantage will
disconnect the network call with the reason “busy”.
On analog, TeleVantage delays closing the loop until the station, queue, or external target picks
up. The far-end caller hears ring generated by the far-end switch until TeleVantage answers the
call by closing the loop.
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On ISDN networks, a delayed answer means TeleVantage does not send a CONNECT message
until the call is considered answered. If the call is not answered, TeleVantage disconnects the
call by sending a RELEASE COMPLETE with the appropriate disconnect cause code, given
parenthetically above. The TeleVantage server will send ALERTING messages while ringing a
station, queue, or external destination.
Figure 81. Delayed Answer Controls for a T1 ISDN Span
The behavior is enabled using the “Connect inbound calls” controls in the Administrator
program. The controls for ISDN, robbed-bit T1, E1 CAS, and IP trunks are located on the
General tab of the properties of each span. (See Figure 81.) The control for analog trunk
delayed answer is located under Tools>System Settings>Analog Trunks. This single setting
controls the behavior of all analog trunks.
The “Connect inbound calls” control has two possible values:
•
•
Immediately when received
When answered or handled
A setting of “Immediately when received” means the trunk will answer the call when it arrives.
Choosing “When answered or handled” means the trunk will delay answer to the network as
describe earlier.
After an upgrade, analog and robbed-bit T1 trunks are set to “immediately when received”, and
all other trunk types default to “When answered or handled”.
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ISDN Setting Changes
TeleVantage 6.0 has eliminated many of the settings that appeared in the Tuning tab of ISDN
spans, and added a number of new settings. The layout and operation of the Tuning tab controls
(Figure 82) has not changed significantly.
Figure 82. Tuning Tab for an ISDN T1 Span
T
The following settings now appear in the Tuning tab:
Alternate Called Number plan
This setting is the numbering plan used for numbers that begin with Alternate Called Number
prefix. The default value is “ISDN”.
Alternate Called Number Prefix
If a called number begins with this prefix, the number will be dialed without the prefix and with the
Alternate Called Number plan and Alternate Called Number type instead of the default plan and
type. The default value is blank.
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Alternate Called Number type
This setting is the number type used for numbers that begin with Alternate Called Number prefix.
The default value is “International”.
Set in service on startup
This setting determines the signaling sent by TeleVantage server to the network when the server
starts and shuts down. If set to “Yes”, TeleVantage places the trunks in this span in service
during server startup and take them out of service during shutdown. If this setting is set to “No”,
the server does not perform these operations. Setting the value of this setting to “No” can
decreases the time required to start up the server when connecting to some types of ISDN lines
that do not respond to the in-service signaling. The default value is “Yes”.
Called Party Number Default Plan
This setting is the Q.931-defined Called Number Plan passed to the network in the SETUP
message. The default value is “ISDN”.
Called Party Number Default Type
This setting is the Q.931-defined Called Number Type passed to the network in the SETUP
message. The default value is “National”.
DNIS wait time
The DNIS wait time is a numeric value specifying the maximum amount of time to wait for the
FACILITY message carrying the DNIS information to arrive after receiving a SETUP message for
a call. This setting is ignored unless “Overlapped DNIS” is set to “Yes”. The value is in
milliseconds and the default is “2000”.
Dump call info
Dump call info enables logging of raw call-event information elements from E1 and T1 trunks
(ISDN PRI, robbed-bit, E1 CAS) in the TeleVantage Server logs. When set to “Yes” this detailed
information is included in the logs. When set to the default value of “No”, the information is not
logged.
Facility feature or service
This setting specifies a special feature or service that TeleVantage should request from the
network when placing an outbound call on the span. The default value is “Default”.
Facility feature type
This setting specifies if a facility request sent by TeleVantage to the network is a facility request
or a service request.
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Handle disconnect with audio
This setting is used to disable audio cut-thru when TeleVantage receives a DISCONNECT
message with a Progress indicator suggesting a trunk message for the call is available on the Bchannel. Setting this parameter to “Yes” enables audio cut-thru after receipt of an appropriately
formed DISCONNECT message. This is the default value. Setting this parameter to “No”
disables the feature. TeleVantage server immediately hangs up the call when it receives a
DISCONNECT message without connecting audio end-to-end.
Minimum length of DNIS
This setting specifies the minimum number of DNIS digits the server must receive before
processing the call. The default value is “0” (zero).
Overlapped DNIS
The “Overlapped DNIS” setting indicates if the span receives overlapped DNIS from the network.
(If so, DNIS will appear in a FACILITY message received after the initial SETUP message for the
call.) If set to “Yes”, then the span is configured to receive overlapped DNIS. If set to “No”, the
server does not expect to receive overlapped DNIS on the span. The default value is “No”.
Send call proceeding
If the span has delayed answer enabled , this setting controls the server when to send the CALL
PROCEEDING message for an incoming to the network. If set to “Yes”, the server send CALL
PROCEEDING immediately after receiving SETUP message. The default value is “No”.
Two B channel transfer supported
If the value of this setting is “Yes”, this indicates the span supports two B-channel transfer. If set
to “No”, TeleVantage will not attempt a two B-channel transfer on the span. The default value is
“No”. See Two B-channel Transfer for NI2 on Page 105 for more information.
Device Monitor and Trunks View Enhancements
TeleVantage 6.0 includes several improvements to the Trunks and Device Monitor views that
make it easier to create trunks and assign users to stations.
The Device Monitor view (Figure 83) in the Administrator program gives the user the ability to
create users and trunks on the currently selected device. The Station section has a "Create
User" option displays the "New user" dialog with the station set to the currently selected station.
Since stations can be shared this is always enabled.
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Figure 83. Device Monitor View in Administrator
The Trunk section has a "Create Trunk" option that will bring up the appropriate "new" dialog for
the current trunk. This option is disabled if a trunk already exists on the device. For spans this
will open the span dialog with the data defaulted to create the right span to include the currently
selected trunk. Even if the trunk is in the middle of the span the initial trunk will be set correctly.
Figure 84. Trunks View in Administrator
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The Trunks view (Figure 84) displays all the trunk devices detected by the server at the last
startup. Devices installed on the server which have not been configured in the Trunks view
appear as trunks of the proper type, but are displayed in a light grey font. Only the trunk number
and type are displayed for these unconfigured devices. The "New Trunk" submenu has a new
choice called "Automatic" that will automatically create a trunk or span of the proper type for the
selected device.
Conferencing using Selected IP Trunk Boards and a Host-based Stack
The DM/IP241-1T1-P100 and DM/IP301-1E1-P100 IPLink boards can, when appropriately
configured, simultaneously support both voice-over-IP and conferencing. If the TeleVantage
server is configured to use a host-based stack (split call-control), then sufficient DSP processor
time is made available to support 30 conference resources on each of these boards. To use
these boards with a host-based stack, the PCD file shown in Table 12 below should be assigned
in DCM.
Table 12. IP Trunk Boards Supporting Conference
Board
DM/IP241-1T1-P100
PCD File
@ipvs_evr_isdn_5ess_ml11_311.pcd
DM/IP301-1E1-P100
@ipvs_evr_isdn_net5_ml11_311.pcd
Dialogic GlobalCall IP With Split Call Control Support
TeleVantage 6.0 supports split call control when using a host-based H.323 stack with supported
Dialogic IPLink boards or the DI/0408-LSA Rev 2 board.
Embedded and Host-based H.323 Stacks
Simplistically, there are two major components to the H.323: call control processing and audio
processing. In previous versions of TeleVantage, the H.323 protocol stack was implemented
entirely on the IP trunk board. Both call control and audio processing occurred entirely on this
“embedded stack”.
In TeleVantage 6.0, it is now possible to split the call control processing and the audio processing.
The audio processing remains on the IP trunk board. However, the call control processing can
now occur either on the IP trunk board or can run on the host machine. The later is called a
“host-based stack”, because much of the protocol processing is performed by the host machine’s
processor.
In both host-based and embedded stack configurations, the audio processing is performed by the
digital signal processors on the IP trunk board. The available processing power on the Dialogic
board is divided into “RTP resources”, which always reside on the IP trunk board. RTP stands
for Real-time Protocol, the underlying transport mechanism H.323 terminals use to exchange
audio.
Call control information is transferred between H.323 terminals separately from the audio. When
an H.323 call is set up, the far-end terminal sends protocol packets to the destination terminal to
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initiate the call. As part of the call setup process, the near-end terminal tells the far-end which IP
address to communicate with for the audio (RTP) connection.
Using an embedded stack, all connection required to support H.323 traffic are made using the
Dialogic board’s on-board Ethernet interface. With a host-based stack, the call setup and call
control connection is made to the host machine’s NIC, while the audio connection is still made
through the Dialogic board’s Ethernet interface.
IP trunk cards require a statically-assigned IP address. They do not support DHCP, and cannot
participate in the various dynamic name-address binding mechanisms implemented (Dynamic
DNS, WINS) on most networks. Using a host-based stack, the administrator of a TeleVantage
server can work around these limitations in the IP trunk boards. Call control processing occurs on
the host machine, and the host-based stack uses the host’s network interfaces to communicate
with the far-end terminal. With a host-based stack, the administrator can arbitrarily group or
divide RTP resources amongst one or more call control IP addresses. This is the main advantage
to a host-based stack, as this arrangement provides great flexibility in assigning IP addresses to
IP trunks.
The disadvantages of using host-based stacks include:
•
As the host machine’s processor is now performing the work, more host resources must
be provided to support the same number of IP trunks. This could mean the host machine
running a host-based stack might require a faster CPU or more RAM than the same
configuration running an embedded stack.
•
There is less isolation between the H.323 connection to the remote machine and the
operating system. Failures in the processing of H.323 traffic can potentially result in an
application error that might affect the operation or performance of the host machine.
The boards in Table 13 support the split call control under SR 5.1.1 FP1:
Table 13. Dialogic Boards with Support for Host-based Stacks
Board
DM/IP241-1T1-P100
DM/IP301-1E1-P100
DM/IP481-2T1-P100
DM/IP601-2E1-P100
DM/IP241-1T1-P10
DM/IP301-1E1-P10
DI/0408LSA-R2
PCD File
@ipvs_isdn_5ess_ml11_311.pcd
@ipvs_evr_isdn_5ess_ml11_311.pcd
@ipvs_isdn_net5_ml11_311.pcd
@ipvs_evr_isdn_net5_ml11_311.pcd
@ipvs_2isdn_5ess_311.pcd
@ipvs_2isdn_net5_311.pcd
@ipvs_isdn_5ess_307.pcd
@ipvs_isdn_net5_307.pcd
@DI0408LSA_REV2_ML3.pcd
@DI0408LSA_REV2_ML5.pcd
Configuring IP Boards for Host-based Stack
When configuring the Dialogic board in DCM, select a firmware file for the board that supports
host-based stack. Examples are given in Table 13.
In the Administrator program, an Internet span is created. The properties of the span are then
specified, starting with the settings on the General tab (Figure 85).
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The “Span type” control can be set to “Host-based stack “ or “Embedded stack”. Choose
“Host-based stack” .
The “IP address” specifies the IP address on which the TeleVantage server should listen for
connections. This must be an address bound to one of the host machine’s NICs. A common
configuration is the host machine has a single NIC bound to a single IP address, in which case
this single IP address would be entered into this field. However, if the server has multiple NICs or
multiple IP addresses bound to a single NIC, the administrator can choose the IP address that
H.323 calls should connect to. The control displays the existing IP addresses on the server a the
list box. As an administrator might add an IP address to an existing NIC on the server, or add a
NIC to the server machine, an arbitrary address can be typed in also.
The “Protocol” determines which voice-over-IP protocol is used to make calls. Currently only
H.323 is supported.
The “H.323 listener port“ specifies the TCP port on the IP address specified above that the
server should listen on for H.323 connection requests.
Figure 85. General Tab for a Internet Span with a Host-based Stack
After these controls on the General tab are set, the TeleVantage server needs to be restarted
before the trunks of the host-based span are instantiated.
A span of type “Host-based Stack” has an “RTP Resources” tab (Figure 86).
The RTP (or “IPMedia”) resources are responsible for audio processing and reside on the
Dialogic hardware Each RTP resource is bound to the IP address on which the audio connection
for that resource is made. For RTP resources residing on an IP trunk board, this IP address is
the address assigned to the board in DCM. For the DI0408LSA-R2, this is the IP address that the
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IPLink Media Service (IPMedia.exe) is bound to, specifically, an IP address assigned to a one of
the host machine’s NICs.
The host-side of the stack has call control channels, each assigned a trunk number and bound to
the IP address on which the call control connection is made. This is IP address assigned to the
span on the General tab of the span’s properties. This is always one of the addresses bound to
one of the host machine’s NICs.
Each trunk in the span needs to be assigned an RTP resource that will process the audio stream
for any call connecting to that trunk. If “Automatically assign RTP resources” is selected, these
assignments are made automatically by the server. If the administrator wishes to control these
assignments, he should select “Use these specific RTP resources”. The assignments can then
be made using the remaining controls on this tab. The default for a new host-based IP span is
automatic assignment.
Figure 86. RTP Resources Tab for a Host-based IP Span
To assign a particular RTP resource to a particular trunk, select an available resource in the
Resources list. An RTP resource is available if it is not yet assigned to an IP “board”, so
available resources have no number in the “Assigned Board” column. Then in the
Assignments list, select the trunk to which that resource should be assigned and click “Add>>”.
To remove an assignment, select the desired trunk and click “<<Remove”. The “Clear” button
clears all assignments in the Assignments list. The up and down arrow can be used to move a
particular RTP resource to the next higher or lower trunk number, respectively.
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Configuring Boards for Embedded Stack
Embedded-stack IP spans are configured just as an IP span in previous versions of TeleVantage.
The only difference is that the “Span Type” control on the General tab of the IP span must be set
to “Embedded stack”.
Remember that the “IP Address” for an embedded-stack IP span should be set to the IP address
assigned to IP trunk board’s Ethernet interface in DCM. The DI0408lSA-R2 board does not have
an on-board Ethernet interface and so cannot be configured to use an embedded stack.
Codec Assignments
The Codecs tab (Figure 87) for IP spans has been modified in TeleVantage 6.0, but the function
is essentially the same as in previous versions of the product. The tab displays a list of all
possible codecs available for use. To enable a codec for use, check the “Enable” checkbox next
to the codec’s name. The enabled codecs are listed in order of preference. To change the
preference for a particular code, highlight the codec in the list and use the up or down arrow
buttons to move it to a different position in the list.
Figure 87. Codecs Tab for an IP Span
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Two B-channel Transfer for NI2
Two B-Channel Transfer (TBCT) is a ISDN service that allows TeleVantage to drop out of a call
when transferring an inbound call to an external telephone number. Without TBCT, the
TeleVantage server must switch the inbound call to the external number, and doing so ties up an
inbound and outbound trunk for the duration of the call. With TBCT, TeleVantage can request the
telephone network transfer the inbound call to the external number, enabling it to release both
trunks.
To use ISDN Two B-Channel Transfer, the following conditions must be met:
•
The routing list action transferring the call to the external number must have “Attempt
Centrex/PBX transfer” enabled.
•
The ISDN carrier must support the TBCT feature and it must be enabled for the ISDN
span connected to TeleVantage. (On most networks that support TBCT, it is not enabled
by default.)
•
“Two B Channel Transfer Supported” a control found on the Tuning tab of the ISDN
span, must be set to “Yes”. See ISDN Setting Changes on Page 96 for more
information on the Tuning tab.
The ISDN Two B-Channel Transfer test utility is included on the master installation CD in the
\Support\ISDN2BCT directory. This utility can be used to verify the ISDN line TeleVantage is
connected to supports TBCT. See Appendix B, Configuring ISDN Parameters, of Installing
TeleVantage for more information on running this utility.
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Dialing and Routing Services
Paging Ports
The “Prevent hold, transfer, and other call control” checkbox can be used to limit the
operations that can be performed on calls to a trunk. When this box is checked, an active
outbound call dialed using this dialing service can only be disconnected. Such a call cannot be
placed on hold, transferred, or conferenced. All call control operations except disconnect are
disabled. The telephone commands and ViewPoint’s Call Monitor commands are both disabled
for the duration of the call. All calls to this dialing service appear in the Call Log with the result
“Connected,” even if they were placed to a number that was busy or never answered.
This feature is designed to prevent users from manipulating calls to public address systems that
are attached to TeleVantage through a trunk port. Typically, such calls should not be put on hold
or transferred to other users.
The “Prevent hold, transfer, and other call control” control (Figure 88) is available only for
Centrex/PBX Extension-type dialing services. The public address system is typically connected
to TeleVantage through an analog trunk port. Users dial the access code of a Centrex/PBX
Extension dialing service to access this port. This dialing service has only one trunk, the analog
trunk connected to the PA system, in the Selected Trunks column of the Trunks tab, and
“Prevent hold, transfer, and other call control” checked on the General Tab.
Figure 88. General Tab of a Centrex/PBX Extension Dialing Service
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User Configuration
Permissions Restricting Access to TUI Features
A number of new permissions restricting access to certain telephone user interface
features appear in TeleVantage 6.0.A new permissions group, Phone Commands, has been
added to the Security>Permissions category for a user (Figure 89) in the Administrator
program. The new permissions in this group are listed in
Table 14.
Figure 89. Security>Permissions Dialog for a User
User Permissions
TeleVantage 6.0 includes a number of new permissions controlling a user’s access to system
features. Each new permission, along with a short description of the permission and its default
value, is listed in
Table 14.
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Access saved messages
Callback last incoming number
Dial-by-name
Disable call waiting
Enter account code
Manage account settings
Manage calls on hold
Redial
Disconnect (remote)
Send message to all
Set personal status: Available (Non-queue)
Set personal status: Available
Set personal status: Available (Queue only)
Set personal status: Do Not Disturb
Set personal status: In A Meeting
Access external station settings
Access Tools menu in ViewPoint
Access system call log via API
Add parties when replying to voice mail
Allow coaching user calls
Allow joining user calls
Allow monitoring user calls
ViewPoint call control
Forward voice mail
Lock/Unlock the layout of ViewPoint views
Play audio into a call
Reply to voice mail
Send voice mail
Set calling-as
Show menu bar in ViewPoint
Permission Name
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Use the Call Monitor in ViewPoint
Forward a voice message to other users via the TUI or ViewPoint
Use the View>Lock the layout menu choice to lock the ViewPoint layout
Use the Insert audio feature in ViewPoint
Reply to a voice message via the TUI or ViewPoint
Send a new voice message to other users via the TUI or ViewPoint
Change calling-as identity via ViewPoint or *14
Show/hide the program menu in ViewPoint
View or modify the settings for an external station in ViewPoint’s Tools>Options menu.
Also limits access to Option 6-9 in the TUI Account menu.
Phone Commands
User Option 2 in the TUI Account menu to listen to voice message in the Saved folder
Dial *69 to return the last incoming call
Dial *93 to access the dial-by-name directory
Dial *70 to disable call waiting
Dial *11 to enter an account code
Use Option 6 in the TUI Account menu
Dial *95 to access the TUI Call Handing menu
Dial *66 to redial the last number dialed
Dial *96 to log off a remote session
Use 8888# special extension to broadcast a voice message to all users via the TUI
Change personal status using the TUI Account menu
See Monitor, Coach, and Join Non-queue Calls on Page 3
Standard
Hide/show the Tools menu in ViewPoint
Use the System.GetSystemCallHistory method in the Client API.
Add additional mailboxes to the
Description
Table 14. New User Permissions in TeleVantage 6.0
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
View & Edit
Allow
Disallow
Allow
Disallow
Disallow
Disallow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Default
Access Trunk Log folder
Access Dial Plan folder
Access Maintenance Log folder
Permission Name
Set personal status: On Break
Set personal status: On Vacation
Set personal status: Out Of The Office
Start a new call via #
Toggle hands-free
Toggle voice-first
Universal pickup
Unpark
Workgroup pickup
- 109 -
View or modify the Trunk Log view in Administrator
Access internal dial tone by pressing # in the TUI Account or Call Handling menus
Dial *10 to turn hands-free answering on or off
Dial *12 to turn voice-first answering on or off
Dial *91 to answer a call ringing a specific extension
Dial *92 to unpark a parked call
Dial *99 to answer a call ringing a station within a workgroup
Administration
Show/hide the Dial Plan view in Administrator
View or modify the Maintenance Log view in Administrator
Description
No access
Disallow
No access
Default
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
Allow
User Number Enhancements
TeleVantage 6.0 adds access to a user’s personal telephone number fields through the
Administrator program, specifically, in the User > Numbers category (Figure 90) in the user’s
properties. In addition to the Home, Home2, and Mobile numbers found in previous versions of
TeleVantage, the values E-mail, Email2, and IM Address for the user can now be specified by
an administrator or by the user. Any of these can be made visible to other users on the system
by checking the “Public” setting for the number of address.
Figure 90. User > Numbers Category for a User
Also, TeleVantage 6.0 adds the “NT Account” property for the user, found under the User
category of the user’s properties.
For more information see User and Contact Enhancements on Page 22.
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Hold Music Controls
The “Change hold music to” control for users (Figure 91) has changed to reflect the modification
to hold audio source setup in TeleVantage 6.0. For more information see 4 on Page 63.
Figure 91. Hold Music Controls for a User
Drop Loop Current When Idle
A new control, “Drop loop current when idle”, appears under the Phone category for a user
(Figure 92) in the Administrator program. When this feature is enabled, the server will interrupt
loop current to the user’s station when the far-end of the active call disconnects. See Drop Loop
Current on Idle Station on Page 69.
Enable Multiple Line Appearances
Use the Enable multiple line appearances field (Figure 92) to give a user more than two line
appearances for simultaneous incoming calls.
A typical user with call waiting enabled for his extension has at most two line appearances, an
active call and a call ringing his extension. (The user hears the call waiting tone in the active call.)
Further incoming calls are treated using the next action in the user’s routing list. If the Enable
call waiting control is unchecked and Enable multiple line appearances is checked, the user
can then has the number of line appearances specified in the textbox.
When the user is on the phone, he hears the call waiting beep and can press Flash to accept
incoming calls until all the lines are in use. When all the lines are in use, new incoming calls go
straight to the next routing list step alerting the user.
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Flash Behavior
The “Flash behavior while in a call” control (Figure 92) allow the administrator to determine
how the server behaves when the user flashes during an active call. See Page 91, Default Flash
Behavior for a detailed discussion of this feature.
Figure 92. Phone Category Page for an Standard Analog Station
Imitate a Station Control
The “Imitate a station when routing incoming calls to external numbers” control, when
checked, directs the server temporarily create an external station and use it for any incoming
calls to this extension that are routed to an external network. The control is located under the
Phone>Remote Call Control category for the user. (See Figure 93.)
For a more detailed discussion of external station, see External Stations on Page 75.
- 112 -
Figure 93. Imitate a Station Control for a User
- 113 -
Coach, Monitor, and Join Personal Calls
The “Personal calls can be monitored”, “Personal calls can be coached”, and “Personal
calls can be joined” controls are found on under the Security category in a user’s properties
(Figure 94). These settings determine if this user’s personal calls can be supervised by another
user on the system. See Monitor, Coach, and Join Non-queue Calls on Page 71 for more
information on supervising personal calls.
Figure 94. Security Category for a User
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Use Navigation Pane
The “Use Navigation Pane” control is located in the user’s properties under the ViewPoint
category. (See Figure 95.) If checked, the user’s ViewPoint application displays the Navigation
pane on the left side. If unchecked, ViewPoint displays the view bar instead, which restores the
look of the client to that of earlier versions of TeleVantage.
Figure 95. ViewPoint Category for a User
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Workgroups
Transfer to Workgroup Action in Auto Attendants
Auto attendants can now transfer a call directly to a public workgroup (Figure 96). See Transfer
to a Workgroup Menu Action on Page 121 for more details.
Figure 96. Transfer to Workgroup Action in an Auto Attendant
Simultaneous Ring for External Stations
In previous versions of TeleVantage, a call to a workgroup (using the speed dial option in the
client or by dialing the extension of a public workgroup) would only ring the extensions routed to a
local station on the TeleVantage servers. In TeleVantage 6.0, a call to a workgroup also rings
user extensions forwarded to an external number or routed to an external station. For the
external address to ring, the default location (as seen in the Active Setting dialog) must point to
the external number – so the user must be assigned to an external station or have forwarded their
calls to the external address. (If the workgroup member forwards his calls to the external number
through a routing list action, the routing list action is ignored, and the user’s default location is
rung instead. This is the same behavior as in previous versions of TeleVantage.) Contacts that
are part of the workgroup still are not rung.
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These rules for routing calls to workgroup members also apply when the workgroup is rung
simultaneously through a user’s or ACD Workgroup user’s routing list.
*91 and *99 Support for Extensions Routed to Trunks
A user logged in on a trunk can pick up a call ringing another extension using the *91 and *99
feature codes. See *91 and *99 Support for Extensions Routed to Trunks on Page 30.
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Auto Attendants
Modify Default Auto Attendant Extension
The extension of the Default Auto Attendant (Figure 97) can be modified in TeleVantage 6.0. In
previous versions, the extension was fixed to the value “8000”.
Figure 97. General Tab of Default Auto Attendant
As in previous versions of the product, the Default Auto Attendant remains the default value for
the “Calls are sent to” field for all trunk types, and this auto attendant cannot be deleted.
User login transfers to an extension
The menu option “User Login” in an auto attendant now can be configured to transfer the caller
to an extension after the user logs in. When the caller selects the “User login” menu choice, the
server prompts the user for his extension and password. When the user successfully logs in, the
call is then immediately transferred to the specified internal extension. The user does not hear
the account menu after logging on.
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Figure 98. Auto Attendant Edit Menu Choice Dialog Box
This feature is activated by checking the “Bypass account menu and transfer to extension”
checkbox in the Edit Menu Choice (Figure 98) and “Add Menu Choice” dialogs. Select the
extension the caller should be transferred to after login in the list box.
This feature is designed to support third-party applications that run on the TeleVantage server as
an IVR plug-in or connect to a TeleVantage station port, and that require a user to be logged in
(identified) by TeleVantage.
When “Bypass account menu and transfer to extension” is enabled:
•
The caller is re-prompted for his extension or password if an invalid value is entered, up
to the retry limit currently configured on the server.
•
The caller is prompted to change an expired or invalid password, if necessary.
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Hold Music Controls
The control for specifying the hold music source used by an auto attendant has changed. In
TeleVantage 6.0, the hold music source is configured by selecting one of the pre-configured
choices in the list box shown in Figure 99.
Figure 99. AA Hold Music Control
In previous versions, this control used a text box in which the station number of the desired hold
music source would be typed.
See Page 63, Hold Audio Input Support for more information on configuring audio sources in
TeleVantage 6.0.
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Transfer to a Workgroup Menu Action
TeleVantage 6.0 auto attendants include a new “Transfer to Workgroup” menu (Figure 97)
action that transfers a caller to a public workgroup. (The workgroup is not required to have an
extension.)
Figure 100. Transfer to Workgroup Menu Action in Auto Attendants
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Voice-over-IP and IP Gateways
Uniden UIP300 Phone Support
TeleVantage now includes specific support for the Uniden IP300 IP telephone. The following
buttons and other functions on the phone are supported:
•
•
•
•
•
•
Redial Button
Transfer Button
Hold Button
Conference Button
CallerID & CallerID/Call Waiting
Visual Message Waiting Indicator
The hold button places calls on TeleVantage system hold (not local phone hold).
Figure 101. Phone Category for a User Assigned to an External Station
To configure a user’s station as a Uniden IP phone, the user must first be assigned to Station “0”
(zero) or to a statically-assigned external station number. For both cases, the properties of the IP
telephone are specified In the TeleVantage Administrator program, in the properties of a user,
under the Phone category. The category page for a user assigned to an external station is shown
in Figure 101.
To configure the user’s phone as a Uniden IP300, select “Uniden IP Phone” in the “Destination”
list box. Then select an IP address dialing service in the “Call using:” list box. Finally, specify
- 122 -
the IP address the Uniden IP phone is configured to listen on for H.323 connections in the
“Address” field.
(Note: The Administrator program will accept a host name in the “Address” field, and will use the
server’s name resolution mechanisms to resolve this to an IP address when a call is routed to the
external station. In this case, however, automatic logon through IP address matching will fail,
because the numeric IP address associated with an inbound call from the IP phone does not
match the alphanumeric host name in the Address field. Also, if “Automatically change
address to location of last login” is enabled, the server will overwrite the host name with the IP
address of the phone when the phone logs into the system.)
See External Stations on Page 75 for more information on the “Automatically change address
to location of last login” control. The “Disconnect when idle” and “Interpret ** as flash”
controls are discussed in that section.
Figure 102. Phone Category for a User Assigned to Station 0
If the user is assigned to Station 0, the Phone category page of the user’s properties appears as
shown in Figure 102. To configure the user’s station as a Uniden phone, check the “Using a
VoIP phone” checkbox and select “Uniden” in the “Phone type” list box. The “Call using” and
“Address” settings are configured in the same manner as described earlier.
See Default Flash Behavior on Page 91 for more information on the “Flash behavior while in a
call” control.
Refer to Appendix E, Using an IP Phone with TeleVantage, in Administering TeleVantage, for
more information on using Uniden IP telephones.
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Relay PSTN Caller ID Information from H.323 Gateways
If a third-party H.323 gateway (such as a Cisco AS5300/Voice Gateway) is used to send VoIP
calls to TeleVantage, by default the recipient of the call sees the third-party gateway’s IP address
rather than the caller’s original PSTN Caller ID. To configure TeleVantage to relay the original
Caller ID information, enter either the IP address in the or product ID of the H.323 gateway in the
appropriate fields of the Server > External H.323 Gateways category page of Tools > System
Settings in the Administrator program. (See Figure 103.) A product ID is entered in the “Gateway
product ID list” text box, and an IP address in the “Gateway IP address list”. If multiple H.323
gateways are routing calls to TeleVantage, multiple product IDs or IP addresses can be specified
by separating the entries with commas or semicolons.
Figure 103. External H.323 Gateway Caller ID Controls
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Call Center
Call Center Queue Wait time announcements in seconds
An administrator can configure the server to play expected wait time announcements to callers to
Call Center queues in either minutes or seconds. (In previous versions, only announcements in
minutes were supported and the smallest value that would be announced was “1 minute”.) The
default is announcements in minutes.
The behavior of the server is modified by changing the value of:
Artisoft\Server\PlayExpWaitTimeInSeconds
Using the TeleVantage Advanced Settings Editor, which can be found on the Tools menu of the
Administrator program. If this key is set to “1” the server plays wait time announcements in both
minutes and seconds. When it is set to “0”, the server announces wait time in minutes only.
When the value of this setting is “0”, the server always announces the next higher minute value if
the wait time is not exactly a whole minute, as shown in Table 15.
Table 15. Announcements for Various Values of Expected Wait Time
Expected Wait Time
45 seconds
2 minutes 25 seconds
2 minutes 45 seconds
Setting
Value
0
1
0
1
0
1
Announcement
"1 minute"
"45 seconds"
“3 minutes”
"2 minutes 25 seconds"
“3 minutes”
"2 minutes 45 seconds"
Agent Status Enhancements
The behavior of Call Center queues has changed relative to that found in Version 5.0.
If an agent is in the On Break personal status, the agent’s state in the Call Center queue changes
to Standby (as it did in Version 4.1 and prior versions of TeleVantage), rather than Unavailable
(as in Version 5.0).
A Call Center queue with “Closed queue if no agents are signed in” enabled closes only if all
agents are signed out or all agents are in the Unavailable state. (Since On Break is no longer
considered unavailable.)
A new statistic, “Agents On Break”, is now visible in the Queue Monitor (Figure 104). This values
indicates how many of the signed-in agents in the queue are in the “On Break” personal status.
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Figure 104. Agents on Break Statistic in Queue Monitor
Mail Usage Column in Queues View
Figure 105. Mailbox Storage Information in the Queues View
The Queues view in TeleVantage Administrator (Figure 105) now includes information on voice
mailbox and greetings storage. Both mailbox and greeting size and usage are displayed, and
total disk usage for the queue’s voice files.
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Overflow Call Routing Enhancements
TeleVantage 6.0 includes a number of enhancements to the overflow call routing features of Call
Center queues:
•
•
•
An administrator can bypass the overflow wait time when all current tier agents are
signed out to send calls to overflow agents faster.
You can optionally apply the wait time cumulatively to each overflow agent tier so agents
in higher tiers are only called after a caller waits longer for a lower tier to become
available.
The expected wait time algorithm now accounts for overflow agents.
Figure 106. Overflow Controls for a Call Center Queue
When the “If no agents in the current tier are signed in and available then immediately offer
calls to the next tier” checkbox (Figure 106) is checked, the queue bypasses the overflow wait
time if all primary agents are signed out. Calls are sent immediately to overflow agents. The
bypass also occurs between overflow tiers. For example, if all primary and Overflow Tier 1 agents
are signed out, calls are immediately sent to Overflow Tier 2 agents. If all primary, Tier 1, and Tier
2 agents are signed out, calls are immediately sent to Tier 3.
Leave this control unchecked to use the wait time in all cases, even when a tier is signed out. For
example, in the changeover between shifts there might be a moment when all primary agents are
signed out, but you might still want calls to wait rather than ringing overflow agent phones
Note that if a primary agent is signed in but merely unavailable (for example, on a call or on
break), the wait time is used normally. The primary agents must be all signed out for the bypass
to occur.
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Choose “Callers should wait a fixed amount of time for any available agent“ to apply the
overflow wait time only once. If no primary agents answer during the wait time, the call is sent to
the lowest-tier ready overflow agent, regardless of what tier that agent might be in. For example,
if all Overflow Tier 1 agents are on break when the overflow wait time expires, the call is sent to
an Overflow Tier 2 agent. (This was the only behavior implemented in previous versions of
TeleVantage server.)
Choose “Callers should wait longer for agents with higher skill values” to have calls wait
longer before being sent to higher overflow tiers. With this option selected, the overflow wait time
is multiplied by the tier level when determining how long a call must wait before being sent to that
tier. For example, if the wait time is 5 minutes (300 seconds), a call must wait 5 minutes for a
primary agent to answer before being sent to Overflow Tier 1, 10 minutes before being sent to
Overflow Tier 2, 15 minutes before being sent to Overflow Tier 3, and so on.
With this feature enabled, the overflow skill value of an agent affects how long a caller must wait
before his call is offered to the agent. For example, if the overflow wait time is 5 minutes and the
agent’s skill value is set to 2, a caller must wait 10 minutes before the call is offered to that agent.
So if define three overflow tiers with skill levels of 1, 2, and 10,
then the wait times for the tiers would be 5 minutes, 10 minutes, and 50 minutes.
In previous versions of TeleVantage, expected wait time calculations ignored overflow agents. In
TeleVantage 6.0, overflow agents are included in the calculation of expected wait time.
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Hold Music Source Selection
The control for specifying the hold music source used by a Call Center queue has changed. In
TeleVantage 6.0, the hold music source is configured by selecting one of the pre-configured
choices in the list box shown in Figure 107. For more information on configuring hold audio
sources, see Hold Audio Input Support on Page 63.
Figure 107. Hold Audio Control for a Call Center Queue
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Call Center Reporter
In TeleVantage 6.0, Call Center Report offers nine new reports:
•
•
•
•
•
•
•
•
•
Grouped Service Level Report
Unanswered Calls During Business Hours
Call Summary Report
Outbound Call Comparison Report
Trunk Usage Report
Outbound Long Distance Summary
Outbound Calls by Phone Number
Call Transfer Report
User Call Trends Report
Also, the Agent Performance Trends report has been modified and renamed to the Agent Call
Trends Report.
Call Center Reporter Options
Several of the new reports available in TeleVantage 6.0 require some information about the
telephone network dial plan in order to sort and filter calls based on toll charges. The
Tools>Options dialog (Figure 108) in the Call Center Reporter main window provides access to
these settings.
Toll free Options
In the box labeled ”Enter toll free or local area codes/exchanges separated by commas:”, the
administrator can define the area codes and exchanges that can be dialed from this server
without added charge from the service provider. In North America, this would typically include
toll-free area codes (800, 866, 877, and 888) and the user’s local area code or codes. If the local
area code includes both local and long-distance exchanges, a list of non-toll exchanges may be
specified. A non-toll exchange is specified by appending the exchange digits to the area code.
For example, if the 354-xxxx exchange in the 617 area code is a non-toll call, enter the string
“617354” into the list.
All outbound trunk calls that:
•
•
•
Have dial strings meeting the minimum outbound number length
Are at least as long as the minimum outbound duration
Have dial strings that do not begin with any of the toll-free prefixes listed here
Are reported as long-distance (toll) calls in the reports.
In-state Options
The in-state options allow the administrator to further divide toll calls . The box titled “Enter instate area codes/exchanges separated by commas:” contains a list of area codes, exchanges,
or other dial string prefixes. Toll calls that begin with one of these dial string prefixes are
considered “in-state” and should be grouped together in reports. Currently, toll calls are only
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divided into long-distance and in-state in the Outbound Call Comparison report. See Outbound
Call Comparison Report on Page 138.
The “Label for in-state category” field allows the administrator to specify a name for the group
of calls meeting the in-state criterion.
Figure 108. Tools > Options Dialog in Call Center Reporter
Criteria for counting calls
TeleVantage 6.0’s Call Center Reporter also allows the administrator to set criteria determining
which trunk calls shall be counted as calls in various reports, and which shall be ignored.
The “Minimum outbound number length” value determines the minimum length of the call’s dial
string required for Call Center Reporter to count the call. Any call with fewer than the specified
number of digits in its dial string is not included in the data for a particular report. The primary
purpose of this parameter is to prevent calls that did not complete because of incomplete dial
strings from being included in the reports. It also eliminates calls to special service numbers
(such as 911 or 411) and the dialing of vertical service feature codes (*69, *70) from the reports.
Calls that have durations less than the “Minimum outbound call duration” or “Minimum
inbound call duration” value also are not included in the reports. The purpose of these
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minimums is to eliminate calls that are dialed but do not complete or are terminated before billing
occurs.
Typically, the values in the Tools>Options dialog of Call Center Reporter are only modified by an
administrator, and these fields are read-only to non-administrators by default. A user who needs
to modify these settings should either be added to the Administrators role or have his “Edit
System Settings in TeleVantage Settings Editor” permission set to “Allow”.
Grouped Service Level Report
The Grouped Service Level report (Figure 109) displays the percentage of trunk calls answered
versus the time the call rang the answering device. A call is “answered” when it is connected to a
user (not an application such as a Call Center queue, auto attendant, or IVR plug-in). The wait
time shown is the time from when the call was routed to the answering extension to the time the
call was answered by that extension.
Figure 109. Grouped Service Level Report
The report allows the user to report on all inbound trunk calls, or only those to a specified
organization, workgroup, or those appearing on a certain set of trunks. This can be done through
the Report Options dialog (Figure 110). The user specifies which trunks are included in the report
by selecting a dialing service that routes calls to that group of trunks. (If the server has a set of
inbound-only trunks that do not have an associated dialing service, create a “dummy” dialing
service for those trunks and disable the dialing service so it cannot be used for outbound calls.)
- 132 -
Figure 110. Grouped Service Level Report Options
- 133 -
Unanswered Calls During Business Hours
The Unanswered Calls During Business Hours report (Figure 111) displays the number of
unanswered calls over a selected time frame. A call is answered when it is connected to a user,
so unanswered calls are those that are abandoned after ringing unanswered, are sent to a
voicemail box, or are abandoned at an auto-attendant, Call Center queue, or other application.
Figure 111. Unanswered Calls During Business Hours Report
The vertical bars in the chart indicate the number of unanswered calls during the particular time
period, and the line indicates what percentage those unanswered calls are of the total number of
calls received during the same period.
The report allows the user to choose between all inbound trunk calls, or only those to a specified
organization, workgroup, or those appearing on a certain set of trunks. This can be done through
the Report Options dialog (Figure 112). The user specifies which trunks are included in the report
by selecting a dialing service that routes calls to that group of trunks. (If the server has a set of
inbound-only trunks that do not have an associated dialing service, create a “dummy” dialing
service for those trunks and disable the dialing service so it cannot be used for outbound calls.)
- 134 -
Figure 112. Unanswered Calls Report Options
- 135 -
Call Summary Report
The Call Summary Report (Figure 113) displays the total number of calls placed and the average
call duration per user over a specified time period.
Figure 113. Call Summary Report
The Report Options dialog (Figure 114) allows the user to specify which calls are included in the
report:
•
The report can include calls placed by all users or only the users within a specified
workgroup.
•
Of the calls of the specified group, the user can choose to report only on calls placed on
a specified set of trunks. The trunk group is specified by checking the “Only show calls
placed to” checkbox, and then selecting a particular dialing service. If the control is
unchecked, then the report includes all trunk calls placed by the specified group of users.
(If the server has a set of inbound-only trunks that do not have an associated dialing
service, create a “dummy” dialing service for those trunks and disable the dialing service
so it cannot be used for outbound calls.)
•
The “Call Type” control allows the user to further filter the calls already chosen. The
report can include either only internal calls, only external (trunk) calls, or all calls.
- 136 -
Figure 114. Call Summary Report Options
- 137 -
Outbound Call Comparison Report
The Outbound Call Comparison report (Figure 115) displays the total number of calls and total
duration of calls in each of three categories: toll-free calls, in-state calls, and other call. Toll-free
calls are those with dial strings that begin with one of the area codes or exchanges defined in
the ”Enter toll free or local area codes/exchanges separated by commas:” list in Call Center
Reporter’s Tools > Options dialog. (See Toll free Options on Page 130.) In-state calls are those
with dial strings that begin with an area code or exchange in the “Enter in-state area
codes/exchanges separated by commas:” list in the same dialog box. (See In-state Options on
Page 130.) The other category of calls includes all calls that do not meet one of the these two
criteria.
1600
6000
1400
1200
5000
4000
1000
3000
800
600
2000
400
200
1000
Total Duration
(minutes)
Number of Calls
Outbound Call Comparison - All Calls
(2/29/2004 - 3/6/2004)
0
O
th
er
ll
Fr
ee
To
In
-s
ta
te
0
Number of Calls
Total Duration (minutes)
Figure 115. Outbound Call Comparison Report
The Report Options dialog (Figure 116) allows the user to run this report for all outbound calls, or
for only those calls marked with a specified organization name.
- 138 -
Figure 116. Outbound Call Comparison Report Options
Trunk Usage Report
The Trunk Usage Report (Figure 117) displays the total talk time on a group of trunks over a
range of intervals, and the percentage of each interval during which all trunks in the group were
busy.
Figure 117. Trunk Usage Report
- 139 -
The vertical bars represent the total talk time on the group of trunks. The line on the graph
indicates the percentage of each time interval during which all the trunks in the group were busy.
The Report Option dialog (Figure 118) allows the user to specify a group of trunks by selecting an
existing dialing service in the “Dialing service” control. (If the server has a set of inbound-only
trunks that do not have an associated dialing service, create a “dummy” dialing service for those
trunks and disable the dialing service so it cannot be used for outbound calls.)
Figure 118. Trunk Usage Report Options
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Outbound Long Distance Summary
The Outbound Long Distance Summary (Figure 119) displays the total number of outbound toll
calls and the total duration of those calls over each interval of time in a specified range. The
report includes only the calls for a single, specified organization.
Figure 119. Outbound Long Distance Summary Report
The vertical bars represent the number of long distance telephone calls that occurred during the
time interval, and the line displays the total duration of those calls.
Figure 120. Outbound Long Distance Summary Report Options
- 141 -
The Report Options dialog (Figure 120) is used to specify the organization to which the outbound
calls have been attributed. The user must specify an existing organization to run this report.
The “Cost per minute” and “Cost interval in seconds” are used to generate an estimated cost
for the long distance calls on this report. The estimate appears on the “Data” worksheet in Excel.
Outbound Calls by Phone Number
The Outbound Calls by Phone Number report (Figure 121) displays the duration and number of
calls to each of a specified list of telephone numbers or telephone number prefixes. A prefix, in
this case, may be an area code (e.g. 203), area code followed by an exchange prefix (e.g.
203234), or any other string of characters that might start a dial string. For each dial string prefix
entered, the report displays a vertical bar representing the total number of calls to number starting
with that prefix, and a point on a line indicating the total duration of those calls.
Figure 121. Outbound Calls By Phone Number Report
The report include only the calls for a particular organization, or all outbound trunk calls on the
server, as specified in the Report Options dialog (Figure 122). In the “Number prefixes” field, the
user can enter a comma-separated list of telephone numbers or digit strings. Each entry
produces an individual point and bar on the graph.
- 142 -
Figure 122. Outbound Calls By Phone Number Report Options
Call Transfer Report
The Call Transfer report (Figure 123) shows the number of calls a particular user or queue
transferred. The report displays a bar graph, with a bar for each transfer target. The height of the
bar represents the number of calls the specified user or queue transferred to that particular
transfer target.
Figure 123. Call Transfer Report
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This report is useful in analyzing the flow of calls in the system. For example, if the report shows
that an operator is transferring a large number of calls to a particular user, it may be helpful to
add a menu choice on the main auto attendant to transfer directly to that user.
Figure 124. Call Transfer Report Options
The Report Options dialog (Figure 124) lets the user specify the transferring extension, either a
user or Call Center queue.
- 144 -
User Call Trends Report
The User Call Trends report (Figure 125) displays the number of calls and average talk time on
those calls for a user. The stacked vertical bars in the graph indicate the total number of inbound
and outbound calls the user participated in. The average talk time is displayed as two separate
lines, one for inbound call and the other for outbound calls.
Figure 125. User Call Trends Report
On the Report Options dialog (Figure 126), the user whose calls will be analyzed can be selected
from a list of existing users on the system.
Figure 126. User Call Trends Report Options
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Agent Call Trends Report
The Agent Call Trends report (Figure 127) replaces the Agent Performance report found in
earlier versions of TeleVantage. Whereas the Agent Performance Trends report included both
the agent’s personal and Call Center queue calls, the Agent Call Trends report is generated using
only the Call Center queue calls the agent participated in. Personal calls are not included.
Figure 127. Agent Call Trends Report
The Report Options for the Agent Call Trends report are identical to those for the User Call
Trends report, and for the Agent Performance Trends report found in previous versions of
TeleVantage.
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Maintenance and Administration
TeleVantage 6.0 includes a number of new features aimed making the system simpler to monitor,
maintain, and troubleshoot.
System Shutdown Enhancements
The Shutdown Server option on the Tools menu of the Administrator program has several added
features. In previous versions of TeleVantage, the only two options were:
•
•
“Immediately shut down the server and terminate all calls” and
“Prevent new calls in _ minutes, then shutdown until all existing calls are finished”
The TeleVantage 6.0 “Shut down TeleVantage Server” dialog (Figure 128) adds options to:
•
•
•
•
•
Schedule the termination of existing calls before a shutdown.
Stop the Dialogic drivers with TeleVantage server
Reboot the server machine after a shutdown
Initiate a Dialogic driver firmware dump after the server shutdown
Automatically restart TeleVantage server after the shutdown.
Figure 128. Tools > Shutdown Dialog in TeleVantage Administrator
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Delayed shutdown
Check “Delay _minutes” to schedule a shutdown to occur automatically after a fixed period of
time elapses. Enter the number of minutes to delay. The clock time at which the shutdown will
occur appears to the right of the control. During the delay, users picking up a station hear the
message “The phone system is about to shut down.” Also, during the delay, the shutdown can be
canceled by returning to this dialog box. Uncheck the control to shut down the server
immediately.
Prevent new calls
Check “Prevent new incoming or outgoing calls“ to prevent the start of new external
calls during the delay period before the server is shut down. Internal (station-to-station) calls are
still permitted. Incoming trunk calls will hear a busy signal. Attempts at placing outgoing
external calls will fail to allocate a trunk, and the caller will hear “Sorry, that line is unavailable”. If
unchecked, new external calls can be placed and received.
Terminate existing calls
The next three controls in the “Shut down TeleVantage Server” dialog determine how the server
will handle active calls that exist on the server after the delay time has expired.
•
If “Immediately terminate all active calls“ is checked, after the delay, all calls on the
server are disconnected and the server shuts down.
•
If “Wait __ minutes for calls to complete” is selected, if calls are still in progress, the
server waits for the specified number of minutes before disconnecting those calls. If a
delay was specified in “Delay __minutes”, this wait time begins when the delay expires.
The shutdown continues when this wait time elapses or all calls are completed,
whichever comes first.
•
If “Indefinitely wait for calls to complete” is selected, the server shutdown is
postponed until no active calls are in progress. Note that if this option is chosen and
“Prevent new incoming or outgoing calls” is not selected, the shutdown may be
postponed for quite a long time.
Service shutdown options
The next three controls determine what services will be terminated as a result of the shutdown
process.
•
If “Stop TeleVantage Server” is selected, only the TeleVantage server (service) is shut
down. The Intel Dialogic drivers are not stopped and the server operating system
continues to run.
•
If “Stop TeleVantage Server and Intel Dialogic Drivers” is chosen, both the
TeleVantage Server service and the Intel Dialogic drivers are shut down. (Note: this
option does not stop all of the Dialogic driver-related services. For instance, the
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CTBusBroker, DM3Config, and IPLink Media services all continue to run after the
shutdown.)
•
If Restart PC is selected, then the operating system of the server computer is rebooted.
Capture Dialogic firmware dump
Check “Capture Intel Dialogic firmware dump” to generate a firmware dump during the
shutdown. For more information on firmware dumps, see <ref>.
Restart TeleVantage server after shutdown
If the “Start TeleVantage Server” control is checked, the TeleVantage Server service is
automatically restarted after the shutdown completes. The TeleVantage Server starts the Intel
Dialogic drivers automatically if they were stopped.
Shutdown Reason
When shutting the server down through the Administrator or Device Monitor programs, a reason
for the shutdown must be entered in the “Reason for shutdown” field at the bottom of the dialog
box. This reason is recorded in both the TeleVantage Event Log in Windows Event Viewer and in
TeleVantage’s Maintenance log. (see “Viewing the TeleVantage Event Log” on Page 12-19 of
Administering TeleVantage).
Device Types and Names in the Device Monitor
The Dialogic-assigned device names for each station and trunk device installed in the system is
now displayed in the Device Monitor (Figure 129) , along with a “Device Type” value that
indicates what type of device the TeleVantage server has detected. The possible values are
listed in the table below (Table 16).
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Table 16. Device Types and Names in Device Monitor
Device Type
ISDN PRI
Robbed-bit T1
E1 CAS
Analog
Device Name Format
Trunks
dtiBnTm
ISDN BRI
Internet
dxxxBnCm
briSnTm
IPTBnTm
DM3BnIPTm
Analog
Toshiba
External
msiBnCm
DKTBnCm
EXTm
Notes
DI/0408LSA analog trunks only
Springware analog trunks
Host-based stack
Embedded stack
Stations
MSI, HDSI, DI/0408LSA, or DI/SI station
Where n is the number assigned by the Dialogic drivers to the logical board, and m is the number
assigned to the individual device or channel.
Figure 129. Device Monitor
The Dialogic drivers divides up the resources on a physical board into logical boards. Each
logical board typically includes a fixed number of voice devices – station ports, trunk ports, voice
resources, et. al. A physical board is usually divided up into more than one logical boards. For
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example, a D/80SC-4LS board might be assigned the logical board numbers DXXXB1 and
DXXXB2, each spanning four voice resources (dxxxB1C1-4 and dxxxB2C1-4).
Logical board numbers are assigned by the Dialogic drivers at start-up time. These logical board
numbers are assigned by device type and in the order of the physical board’s SC-bus ID. For
example, consider a system with a D/80SC-4LS at ID 1 and a D/120JCT-LS at ID 2. The
D/80SC-4LS might be assigned the numbers dxxxB1 and dxxxB2, and the D/120JCT-LS might
then be assigned dxxxB3, dxxxB4, and dxxxB5. If we add an DI/SI32 board to this system,
assigned ID 3, then the station board would be assigned the logical board number msiB1.
The Device Monitor now also indicates if the TeleVantage server detects a mismatch between the
configured device type and the detected device type. The Status column in the Trunks section of
the Device Monitor view shows the following error strings, in red:
•
•
"Device type mismatch" if the detected device and configured device are not the same.
"Device not detected” if not trunk device is detected for a configured trunk.
ISDN Red Alarm Notification via NT Events
TeleVantage 6.0 now records an Windows Event log entry (in the Application log) when the
Dialogic drivers report a blocked or unblocked event for a digital trunk board. The text of the
events are shown below:
Event Id: 153
Type: Error
Description:
Device Blocked: dtiB1.
Event Id: 154
Type: Information
Description:
Device UnBlocked: dtiB1.
Although the drivers report one event for each trunk, TeleVantage server reports only one event
per board when multiple events occur simultaneously. This prevents these event messages from
filling the Windows event log. Each channel's status is reported via the Device Monitor.
When a trunk becomes blocked, TeleVantage server periodically checks the trunk to determine if
it as become unblocked.
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Maintenance Log Enhancements
To improve the speed at which the Maintenance Log view (Figure 130) loads, the Administrator
program now loads only the most recent 50 entries (by default) from the database. The view
includes controls to move to the next or previous 50 entries. These functions can be initiated
using the up-arrow or down-arrow (respectively) on the toolbar, or the “Previous n entries” and
“Next n entries” choices in the Maintenance Log menu.
Figure 130. Maintenance Log View in Administrator Program
The jump function allows you to navigate to entries for a particular day without paging through
multiple pages of the log. The Jump Maintenance Log dialog (Figure 131) can be displayed by
selecting the toolbar icon or the “Jump to Date” menu item on the Maintenance Log menu.
Figure 131. Jump Maintenance Log Dialog
The number of entries displayed per page can be modified in the Tools > Options dialog (Figure
132), by changing the value of the “Display _ Maintenance log entries at a time” control.
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Figure 132. Tools > Options Dialog in Administrator Program
The Maintenance Log view also includes improved logging of administrative activities.
Whenever an item such as an auto attendant or Call Center queue is deleted from the
Administrator program, that operation is logged (Figure 133).
Figure 133. Deleted Item Maintenance Log Entry
The details of a server shutdown are also recorded in the Maintenance log (Figure 134). In
particular, the reason for a shutdown is listed in the “Details” column of the shutdown log entry.
For more information on shutting down TeleVantage 6.0, see System Shutdown Enhancements
on Page 147.
Figure 134. Server Shutdown Maintenance Log Entry
TeleVantage Server Process Dumps
TeleVantage 6.0 includes a facility (disabled by default) to create a software dump of the
TeleVantage server process (TVSERVER.EXE) when an exception occurs. This provides a more
detailed level of debugging information than was possible in earlier versions of the product.
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To enable this feature, create the following value in the Windows Registry:
[HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings]
"DumpCommand"="C:\Program Files\TeleVantage Server\userdump.exe"
Then whenever TVserver throws an exception the command line above will be run and
a dump of the TVserver process will be created, named "TVServern.dmp" where n is either
0 (if TVServer0.dmp does not exist) or 1 (if TVServer0.dmp does exist).
To disable process dumps, set the value of the registry key to an empty string. The registry key
can be changed while the server is running.
Problem Report Wizard Enhancements
TeleVantage 6.0 includes a number of improvements to the Problem Report Wizard. This
program now adds:
•
•
•
•
An option to include a database backup in the Problem Report Wizard package file
Automatic inclusion of any Dialogic driver firmware dump files.
The ability to run the Problem Report Wizard from a script or command file
The ability to specify system-wide default values for Problem Report Wizard entries,
either through the Administrator program or using command line options.
Include a Database Backup
The Problem Report Wizard now includes an option to automatically generate a TeleVantage
server database backup and include this backup in the problem report package (CAB file). To
use this feature, check the “Include a TeleVantage database backup in this report” checkbox
(Figure 135) from within the wizard.
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Figure 135. Include Database Option in Problem Report Wizard
(This option is only available when running the Problem Report Wizard on the TeleVantage
server.)
Command Line Interface
The Problem Report Wizard for TeleVantage 6.0 can be run from a command line.
The command format is:
tvprwizard optionlist
Where optionlist is a list of one or more options shown in Table 17, in the form /option:value.
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Table 17. Problem Report Wizard Command Line Options
Option
/calllogentry
/stations
/clientpackage
/includedatabase
/estimateddate
/estimatedtime
/exactdate
/exacttime
/rangestartdate
/rangestarttime
/rangeenddate
/rangeendtime
/summary
/reproducible
/details
/contactname
/contactcompany
/contactphone
/contactemail
/supportname
/supportissue
/packagepath
/packagefile
/mailpackage
/createcab
/maxevents
/cabpriority
Value
Call log entry
List of stations involved
Full path and filename of a client-side package to include
Yes - Include a database backup
No - Do not include a database backup
Estimated date of occurrence
Estimated time of occurrence
Exact date of occurrence
Exact time of occurrence
Start date of log range
Start time of log range
End date of log range
End time of log range
Summary string
Yes - Reproducible
No - Unknown
Details text
Customer name
Customer company
Customer phone number
Customer email address
Name of support contact
Support issue number
Directory for CAB file
Filename for CAB file
Should the package b emailed (not applicable when
automatically creating a CAB file)
Yes - Begin CAB creation automatically
No – Present GUI
Maximum number of event log events per event log type
Process priority for cabarc:
Normal, idle, high, realtime, below_normal, above_normal
If the /createcab parameter is not set to "yes" then the Problem Report Wizard will run normally,
with the fields pre-filled with whatever other parameters were specified. If the /createcab
parameter is set to "yes" then the Problem Report Wizard will run automatically, displaying only
the progress bar, using the data from whatever parameters were specified. The program
automatically close when the package is complete.
None of these parameters are required - if the Problem Report Wizard is run with only the
/createcab:yes option, a package is created with all the defaults. At minimum, it is
recommended the /packagepath and /packagefile parameters be specified so the location of the
resulting CAB file is certain.
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Include Dialogic Firmware Dumps
If any Dialogic firmware dumps exist in the \TeleVantage Server\Logs directory, the Problem
Report Wizard will now collect them and include them in any server-side problem report. See
Dialogic Firmware Dump Automation on Page 67 for more information on firmware dump
automation.
Default Contact Information and Email Options
Figure 136. Problem Report Wizard Defaults in the Tools > System Settings Dialog
An administrator can now specify, through the Administrator program, the default contact
information used when generating a package t using the Problem Report Wizard (Figure 136).
The administrator can define the default value for contact name, company, telephone number,
and email address, and the destination email address to use when the Problem Report Wizard
sends a report.
Automated Collection of Server Information
Automated generation and transmission or collection of Problem Report Wizard output files is
now made feasible. With the new option of running the PRW from the command line, it is
possible to schedule the creation of problem report packages using batch programs or scripts in
conjunction with the Windows Scheduled Task feature. Also, the PRW can be run in response to
specific conditions on the server by using the Alerts functions in Windows Performance Monitor.
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Server Log Improvements
In TeleVantage 6.0 , changes have been made to certain entries in the server logs
(TVLOGnnn.TXT files, located in the \Program Files\TeleVantage Server\Logs directory by
default) to make the logs more readable. In particular, an effort has been made to use descriptive
names instead of enumeration values when making references to:
•
•
•
•
•
•
Call rules
Routing lists
Greetings
Personal statuses
Users
Contacts
And to use descriptive names for enumerations:
•
•
•
•
Action
Transfer action
Jump action
Misc. action
More specifically, entries of the following format now appear in the logs:
"(CF) Use routing list ... (...) based on call rule ... (...)"
"(CF) Use greeting ... (...) based on call rule ... (...)"
"(CF) DND override: set to ... based on call rule ... (...)"
"(CF) Use routing list ... (...) from personal status ... (...) based on call rule ... (...)"
"(CF) Use greeting ... (...) from personal status ... (...) based on call rule ... (...)"
"(CF) Forwarding override by personal status ... (...) based on call rule ... (...)"
"(CF) DND override: set to ... by personal status ... (...) based on call rule ... (...)"
"(CF) Use active routing list ... (...) for ... (...)"
"(CF) Use active greeting ... (...) for ... (...)"
"(CF) DND is currently ... for ... (...)"
"(CF) DlgDispatchAction:... ..."
"(CF) DlgTransfer:... ..."
"(CF) DlgJump:... ..."
"(CF) DlgMisc:... ..."
Below are a few examples from actual server log runs:
[01/06/04 13:44:10.620 - 10B8 - Device -25 ] (CF) Use routing list 'Standard' (2730) based on
call rule 'External' (3169)
[01/06/04 13:21:42.261 - 790 - Device -3 ] (CF) Use greeting 'Initial Greeting' (4376) based on
call rule 'Working from Home' (2945)
[01/06/04 13:37:17.866 - C60 - Device -6
] DlgTransfer: TargetVoiceMail: User:16156 Alicia
Anderson
- 158 -
TeleVantage Event Log
TeleVantage now writes informational and error messages and warnings to the new
“TeleVantage” log in the Windows Event Viewer (Figure 137).
Figure 137. TeleVantage Log in Windows Event Viewer
The TeleVantage email notification engine scans this event log and sends email notifications to
properly configured users for all events that contain "TeleVantage" in the source string. This
includes events generated by IVR plug-ins or Client API applications, such as the SMDR service
and Conference Manager. (Note: Any custom applications written for TeleVantage 6.0 should
post notices of important events to this event log.)
In previous versions, both TeleVantage server and add-on applications used the “Application” log.
Trunk Log
The Trunk Log (Figure 138) records trunk use. It displays which users, applications, and devices
used a trunk, for how long, what to address did the trunk attempt to connect to. It also displays
any trunk signaling or the results of any call progress analysis indicating if the call completed and,
the reason. The Trunk Log is a separate view in the Administrator program and is displayed by
clicking on the Trunk Log icon in the view bar.
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Figure 138. Trunk Log View in Administrator Program
An entry appears in the Trunk Log each time a trunk is allocated. Note that a trunk allocation is
not the same as a call. A single trunk allocation can include many calls—for example, if a user
logs in from a remote phone and places multiple calls through TeleVantage.
Each entry may include the following information (as applicable):
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Direction of the call, either inbound or outbound
Trunk
Start Time
Accepted Time (for delayed answer)
Connected Time
Remote Disconnect Time (for line drops)
Remote Disconnect Reason (for line drops)
Local Disconnect Time (for local hang ups)
Local Disconnect Reason (for local hang ups)
Access Code (for the dialing service)
Internal Name (user, et. al.)
Internal Number (extension or IP address of the near-end caller)
External Name (Contact or Caller ID name of far-end caller)
External Number (
Authorizer Name
Authorizer Number
Inbound Number (Caller ID or ANI number for inbound call)
Inbound DID (DID or DNIS number for inbound call)
Outbound Number
Outbound Dial String (number dialed less the dialing service access code)
The possible values for Remote and Local Disconnect Reason are shown in Table 18. The
associated ISDN disconnect cause code are also given, for cases where the call is routed over an
ISDN trunk.
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Table 18. Disconnect Reasons (with ISDN Cause Codes)
Disconnect Reason
Normal clearing
No answer
Busy
Destination out of order
Operator intercept
Unassigned number
Network congestion
Call rejected
Destination incompatible
Associated ISDN Cause Code
No.16 - "Normal call clearing"
No.18 - "No user responding" or
No.19 - "No answer from user"
No.17 - "User busy"
No.27-"Destination out of order" or
No.38-"Network out of order"
No.22-"Number changed" or
No.28 - "Invalid number format address incomplete"
No.1-"Unallocated (unassigned) number"
No.34-"No circuit/channel available" or
No.42-"Switching equipment congestion"
No.21-"Call rejected"
No.88-"Incompatible destination"
An entry appears in the Trunk Log when the server hangs up or “deallocates” the trunk.
A number of additional controls have been added to the Administrator program to configure what
information appears in the Trunk Log and when that information is archived. In the Tools>System
Settings dialog (Figure 139) , under the “Call Log and Trunk Log” category, there are several
controls that determine which trunk events appear in the Trunk Log.
Figure 139. Call Log and Trunk Log Settings in the System Settings Dialog
The “Log calls” control can be used to disable all logging of calls and trunk events. If unchecked,
no entries are made in either the Call Log or the Trunk Log.
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The “Log internal calls” control has the same function as it did in previous versions of
TeleVantage. A call to an internal extensions routed to an external stations or to an external
address through a routing list still generate a Trunk Log entry even if this control is unchecked,
though.
The “Log trunk activity on:” controls determine if events on PSTN or IP trunks or both will be
logged. By default, all trunk activity produces entries in the Trunk Log. If “Analog, T1, E1, and
BRI trunks” is unchecked, events on those types of trunks will not appear in the Trunk Log.
Similarly, if “IP trunks” is unchecked, activity on IP trunks is not logged.
Figure 140. Call Log and Trunk Log>Archive Dialog
The “Archive” subcategory page (Figure 140), the “Archive Call Log and Trunk Log daily”
replaces the “Archive Call Log daily’ control found in previous versions of TeleVantage, but
performs a similar function. If checked, the server will automatically transfer both call log and
trunk log entries that are older than the time specified by the “Archive calls older than _ days”
setting to archive files, and purge the entries from the TeleVantage database. Trunk log entries
are written to a new archive file, the Trunk Log archive, which, by default, is named
“TrunkLog.csv” . The file is located in \Program Files\TeleVantage Server\Archive directory by
default. A control to relocate this file is also provided in the Archive subcategory of Tools >
System Settings.
Also, in the Call Log view, for each call log entry there is a new item on the shortcut menu named
“Show Trunk Log entries”. (See Figure 141.)
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Figure 141. Show Trunk Log entries... menu item in the Call Log View
When selected, the Trunk Log entries dialog box (Figure 142) appears and displays a list of all
trunk log entries associated with that particular call. For most calls (station-to-trunk) there will be
only on entry, but some call log entries may have multiple trunk log entries, such as a conference
call or external station-to-trunk call.
Figure 142. Trunk Log Entries Dialog Box
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Identify Active Party on a Device
The Device Monitor program (Figure 143) and the Device Monitor view in the Administrator
program now provide information about what parties are using a station or trunk device.
Figure 143. Device Monitor
The “Active Party” fields shows the name and phone number or extension of the person using
this station or trunk for a call. Where available, the TeleVantage username or contact name is
used, otherwise the Caller ID name is used, if available. The possible types and format of entries
in this field are shown in Table 19.
Table 19. “Active Party” Entry Types
Type of Caller
For a user calling from a station
(including external stations)
For a user calling from an external station
For a known contact
For an unknown contact
Entry Format
Test User (x123)
Test User (6175551212 - Caller ID Name)
Known Contact (6175551212 - Caller ID Name)
Unknown (6175551212 - Caller ID Name)
The “Connected To” field displays the name and phone number or extension of the party to
which the active party is connected. For calls with more than two parties, the “& Others” appears
at the end. The possible types and format of entries in this field are shown in Table 20.
Table 20. "Connected To" Entry Types
Type of Caller
For a user
For a user with outside Caller ID
For a known contact
For an unknown contact
Entry Format
Test User (x123) - Station 2
Test User (6175551212 - Caller ID Name) – Trunk 5
Known Contact (6175551212 - Caller ID Name) - Trunk 5
Unknown (6175551212 - Caller ID Name) - Trunk 5
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The Device Monitor's bottom pane can be used to display all the all parties participating in a call
that is occurring on a particular station or trunk device. Select the trunk or station in the Device
Monitor, and, in the bottom pane, all the parties to the call on the selected device are displayed.
For each party, the device name, the name of the party, and the party’s telephone number is
given.
For example, in the screenshot in Figure 143, Charlie Chen on Station 3 is involved in a
conference call with three other parties: Beth Brown, Edward Eaton and an unidentified caller on
Trunk 1, as seen in the bottom pane of the Device Monitor. Beth Brown is logged in at Station 1,
which is assigned by default to Alicia Anderson.
Dial Plan View
The Administrator program in TeleVantage 6.0 includes a new view called the Dial Plan view
(Figure 144). The Dial Plan view shows all the numbers on the system that can be dialed from an
internal dial tone, identified by name and type.
Figure 144. Dial Plan View in Administrator Program
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The following types of numbers are included in the Dial Plan view:
•
•
•
•
•
Dialing service access codes
Extensions for users. auto attendants, Call Center queues, public workgroups, and IVR
plug-ins
Contact PINs
Direct-to-voice mail extensions
Special extensions, such as the emergency number, dial-by-name directory extension,
and trunk selector dialing service
For each entry:
•
•
•
•
•
The digits column lists the extension or number for that entry,
The name column is the name of the entry,
The type is a descriptive type, such as “User” or “Contact PIN”,
The owner is “System” for all entries except contact PINs (see below), and
Comments is the text from the “Comments” field of the entry.
Recall that Contact PINs are the owner’s extension with a variable-length, user-assigned identifier
appended to it. In the Dial Plan view, the owner field for a contact PIN is the name of the user
who owns the contact. The name for a contact PIN is always "< private >".
The Direct-to-voice mail entries appear if the “Allow callers to directly leave a voicemail”
control is checked. (See Dial a Voice Mailbox Directly on Page 90.) For each extension that is
able to have a mailbox, there is a dial string to call the mailbox directly. The dial string is the
extension followed by a *.
For example, Beth Brown’s extension is 102, and since she is a user and users can have
mailboxes, there is a 102* “extension” that, when dialed, takes the caller directly to that mailbox.
(Even if Beth Brown does not have a mailbox, her direct-to-voice mail extension 102* exists on
the server.)
The view has a menu bar icon and shortcut menus which allow the administrator to edit or delete
a selected entry. For example, right-clicking on a user extension in the Dial Plan and selecting
“Edit” will open the properties of the user. Selecting “Delete” from the same menu will delete the
user. Theses menu choices are disabled if the logged on user does not have permission to edit
that kind of entry. For contacts, selecting “Edit” will initiate the "Edit all client settings" for the
user that owns the contact.
There is a new user permission entitled “Access Dial Plan view” that controls access to this view.
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TeleVantage 6.0 Upgrade Procedure
The following describes a typical procedure for upgrading an existing TeleVantage 5.0 server,
running on Windows 2000 Server, to TeleVantage 6.0. In this particular example, the starting
version number is 5.00.1640, the latest fully-supported release of TeleVantage 5.0. However, the
procedure should not vary for earlier builds of TeleVantage 5.0.
It is possible to upgrade from other versions of TeleVantage to Version 6.0. Information on
upgrading from Versions 4.1, 4.0, 3.5, and 3.0, can be found in Installing TeleVantage, Chapter 6.
The following steps are required to upgrade your TeleVantage 5.0 server to Version 6.0:
1.
2.
3.
4.
5.
6.
7.
8.
Shut down and back up TeleVantage 5.0
Shutdown Dialogic SR 5.1.1 Service Pack 1
Install Dialogic Driver Updates
Upgrade MSDE (Optional)
Upgrade TeleVantage Server
Upgrade Workstation Applications
Upgrade TeleVantage Web Services (Optional)
Enter and Activate Licenses
Installation CDs
TeleVantage 6.0 is supplied as a set of two CDs.
The Drivers CD contains the installation packages for Dialogic SR5.1.1, Dialogic SR5.1.1
Feature Pack 1, and the “Dialogic Driver Updates”, which is a collection of post-Featuer Pack 1
patches with an Artisoft installation program. Also included is the Rainbow Technologies Drivers
to support TeleVantage licensing with dongles.
The Master CD contains the installation programs for Microsoft Data Engine (MSDE),
TeleVantage Server, TeleVantage Web Services, and other adjunct TeleVantage programs.
Shut Down and Back Up TeleVantage 5.0 Server
To begin upgrading your TeleVantage 5.0 server to TeleVantage 6.0, open the Services applet in
the Windows Control Panel (Figure 145).
Figure 145. Windows Services Applet
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Find the “TeleVantage server” service and open the properties of the service (Figure 146). Set
the service to manual start. If you have the TeleVantage Conference Manager or the SMDR
Service installed on the server, you should stop these services and set them to manual start, also.
Figure 146. TeleVantage Server Service Properties
Close the Services applet and open TeleVantage Administrator or Device Monitor. Shut down
TeleVantage server (Figure 147) using the Tools>”Shut down server” command.
Figure 147. TeleVantage Shutdown Dialog in Administrator
Backup your current TeleVantage 5.0 database and registry settings by selecting Tools>”Backup
Database” (Figure 148).
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Figure 148. TeleVantage Administrator Tools Menu
A warning appears (Figure 149). Select “OK” to complete the backup.
Figure 149. Database Backup Warning
When the backup has completed, the dialog shown in Figure 150 is displayed. Select “OK”.
Figure 150. Database Backup Complete Dialog
Close the Administrator program.
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Copy the following files to a safe location, either to a drive on another computer on the network,
or to some form of backup medium, such as tape or a CD-ROM.
\Program Files\TeleVantage Server\Data\Backup\tvdb.dmp
\Program Files\TeleVantage Server\Data\Backup\tvserver.reg
\Program Files\TeleVantage Server\Vfiles and its subdirectories
\Program Files\TeleVantage Server\AccountCode\AccountCode.txt
\Program Files\TeleVantage Server\Archive\CallLog.csv
You may also wish to export any public contacts defined on the server, and the contents of the
Extensions view, and save the resulting CSV files to another computer or backup medium.
These files may be useful if a catastrophic problem occurs during the upgrade process, requiring
you to rebuild the original server configuration.
Shutdown the Dialogic SR 5.1.1 SP1 Drivers
From the Windows Start Menu, select Programs>”Dialogic System Software”>”Dialogic
Configuration Manager (DCM)”. (See Figure 151.)
Figure 151. Dialogic Configuration Manager
In DCM , stop the Dialogic drivers. When the drivers have stopped, DCM displays the dialog box
shown in Figure 152. Hit the “Close” button to dismiss the dialog box.
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Figure 152. Dialogic Service Stopped Dialog
Close DCM.
(Note: The procedure described above will usually leave the two lowest-level Dialogic services,
CTBusBroker and DM3Config, running. A good practice is to stop both of these services before
upgrading or uninstalling any Dialogic software. To stop these two services, open the Services
applet in Windows Control Panel and stop the “CT Bus Broker” service. The DM3Config service
is dependent on this service and will be also be stopped by Windows’ Service Control Manager.)
Upgrade Intel Dialogic SR 5.1.1 Drivers
Insert the TeleVantage Drivers CD into the machine’s CD drive. If the “Drivers Setup” screen
(Figure 153) does not appear, double click on “autorun.exe” in the root directory of the CD.
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Figure 153. Driver Setup Screen
Select “Intel® Dialogic SR5.1.1 FP1 FR”. This will upgrade the existing install of Service Pack 1 to
the latest build of Feature Pack 1. The System Release 5.1.1 Feature Pack 1 Welcome window
(Figure 154) is displayed.
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Figure 154. Dialogic FP1 Setup Dialog
(Note: Sometimes this dialog box appears behind the Driver Setup screen. If the FP1 Setup
screen does not appear, close the Driver Setup screen by choosing “Exit to Desktop” .)
Choose “Next” to begin the installation. The installation program starts by checking for installed
components. (See Figure 155.)
Figure 155. Dialogic FP1 Copying Files Dialog
A few minutes later, the following dialog box (Figure 156) appears, and the installation program
begins copying files and configuring the feature pack software.
Figure 156. Dialogic FP1 Please Wait Dialog
The installation continues until the dialog box in Figure 157 appears.
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Figure 157. Dialogic FP1 Reboot Prompt
Select “Yes” and then “Finish” to complete the installation and reboot the computer.
When the system has rebooted, log in to Windows again.
Figure 158. Dialogic FP1 Setup Complete
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The dialog box in Figure 158 appears. Select “Finish” to close the dialog box. The installation of
the feature pack is now complete. The next step in the upgrade procedure is the installation of
the Dialogic Driver Updates.
Install Intel Dialogic Driver Updates
After successfully completing the installation of Intel Dialogic SR 5.1.1 SP1, you must install the
Intel® Dialogic Driver Updates. Return to the Driver Setup program (Figure 159).
Figure 159. Driver Setup Screen
Select “Intel® Dialogic Driver Updates”. The dialog in Figure 160 appears .
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Figure 160. Dialog Driver Updates Setup Start Dialog
Select “Next” to start the installation and begin copying files. While the installation is copying files
and configuring the driver updates, the dialog box shown in Figure 161 can be seen.
Figure 161. Dialogic Updates Installing Dialog
When the installation program has finished installing the updates, the dialog box in Figure 162 is
displayed.
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Figure 162. Dialogic Updates Reboot Prompt
Choose “Yes” and click “Finish” to reboot the server.
After the operating system has reloaded, log on to Windows. The Intel® Dialogic Driver Updates
installation program will run and complete the configuration of the software package. The dialog
box in Figure 163 will appear.
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Figure 163. Dialogic Updates Complete Dialog
Select “Finish” to end the installation program. The Dialogic Driver Updates are now installed on
the server.
Assuming you are upgrading a working TeleVantage 5.0 server, and have not added any new
Dialogic boards to the system, nor changed the of the settings of the existing boards prior or
during this upgrade procedure, then no further configuration of the Dialogic drivers is necessary.
It would be prudent to start DCM, verify your boards are properly detected and configured, and
start the Dialogic SR 5.1.1 drivers to verify they are operating properly before proceeding to the
next step in the upgrade procedure, upgrading the Microsoft Data Engine (MSDE) software.
Upgrade MSDE (Optional)
If your server is running MSDE 1.0, MSDE 2000 with a service pack earlier than Service Pack 3,
or Microsoft SQL Server 7.0 Desktop Edition, you may consider upgrading to MSDE 2000 SP3a
using “Microsoft Data Engine” install step in the Master Setup program. See <ref> for more
information on upgrading various versions of Microsoft SQL Server.
This step is complete optional, assuming your server has some working version of MSDE or
Microsoft SQL Server running on it.
Before you can run the MSDE installation program, you must exit all TeleVantage applications
running on the server. As subsequent steps in the upgrade process will also require you to
reboot a number of times, and each step requires the Device Monitor, starts automatically at
logon, to be shut down before proceeding, it is a good practice disable automatic startup of
Device Monitor at this point. First, exit the program by right-clicking on the system tray icon and
choosing “Exit Device Monitor”. (See Figure 164.)
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Figure 164. Exiting Device Monitor
To remove Device Monitor from Startup program group, select Start>Programs>Startup, and then
right-click on “TeleVantage Device Monitor” (Figure 165). Choose “Delete” to delete the shortcut
from the Startup program group.
Figure 165. Device Monitor Shortcut in Window Startup Program Group
Remove the Driver CD from the CD driver, and insert the Master CD. If the Master Setup screen
(Figure 166) does not appear automatically, run the “autorun.exe” program on the root of the
Master CD.
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Figure 166. Master Setup Screen
Choose “Microsoft Data Engine”.
The MSDE 2000 SP3a Setup dialog box (Figure 167) will appear:
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Figure 167. MSDE Setup Dialog
Choose “Next” to begin the upgrade. The dialog box in Figure 168 will appear.
Figure 168. MSDE Setup Ready Dialog
Hit “OK” to proceed with the installation. A dialog box similar to that shown in Figure 169 appears.
The installation program begins copying files and configuring the database engine.
Figure 169. MSDE Please Wait Dialog
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When the process is complete, the installer prompts you to reboot the machine by displaying the
dialog box in Figure 170.
Figure 170. MSDE Reboot Prompt
Choose “Yes” to reboot the server machine. When the operating system has restarted, log into
the console again. The dialog box in Figure 171 is displayed. Choose “Finish” to exit the
installation program.
Figure 171. MSDE Setup Finished
Upgrade TeleVantage Server
Prior to starting the installation program for TeleVantage 6.0, it is necessary to stop the
TeleVantage 5.0 Device Monitor and to remove it from the Windows Startup program group, if
you have not already done so. See Upgrade MSDE (Optional) on Page 178 for instructions.
Return to the Master Setup screen (Figure 172).
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Figure 172. TeleVantage Master Setup Screen
On the Master Setup screen, select “TeleVantage Server”. The installation program begins, and
the welcome dialog (Figure 173) is displayed.
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Figure 173. TeleVantage Server Setup Welcome
Choose “Next” to continue the upgrade. The warning shown in appears.
Figure 174. TeleVantage Server Setup Backup Warning
Choose “OK” to continue.
The TeleVantage server license agreement (Figure 175) is displayed. Select “Yes” to agree to
the terms of the license agreement and continue the upgrade.
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Figure 175. TeleVantage Server Setup License Agreement
The Language Selection dialog (Figure 176) appears. The languages installed on your
TeleVantage 5.0 server are pre-selected. You may add or remove a language by checking or
clearing the checkbox next to a particular language.
Figure 176. TeleVantage Server Setup Language Selection Dialog
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Choose “Next” after making any desired modifications. The following dialog (Figure 177) appears.
You may choose “Preserve existing” to add any new system prompts without modifying your
existing prompts, or “Backup and overwrite” to move your existing prompt to a backup directory
and install a complete set of TeleVantage 6.0 system prompts into your \Vfiles folder. The default
is “Preserve existing”. Choose the desired setting for your installation and then select “Next”.
Figure 177. TeleVantage Server Setup Voice Files Upgrade Dialog
The Windows Account Information dialog (Figure 178) is displayed next.
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Figure 178. TeleVantage Server Setup Windows Account Info Dialog
In the “Name” field, the Windows account currently logged in is pre-selected. Either accept this
name or enter a valid Windows account for the security context you wish your TeleVantage
server and its components to run under on this server. Enter the current password for the
account in the “Password” field. Choose “Next” to continue. The SQL Server System
Administrator Password dialog (Figure 179) appears. Enter and confirm the password you would
like to assign to the SA account. Then choose “Next”.
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Figure 179. MSDE SA Password
Figure 180. TeleVantage Server Setup Start Copying Files Dialog
The installation program displays the dialog in Figure 180. Select “Next”.
The upgrade begins with the installation program executing a number of SQL procedures to
upgrade the TeleVantage 5.0 database to TeleVantage 6.0 format (Figure 181).
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Figure 181. TeleVantage Server Setup SQL Script Progress Dialog
When this procedures have been run, the installation program stops MSDE, and then begins
copying the TeleVantage program files from the CD to the hard drive (Figure 182).
Figure 182. TeleVantage Server Setup File Copy Progress Dialog
Eventually, the dialog in Figure 183 is displayed. Choose “Yes, I want to restart my computer
now”, and then “Finish” to restart the server and continue the installation process. Leave the CD
in the CD drive, as the installation program will restart after the operating system loads and
attempt to access the CD again.
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Figure 183. TeleVantage Server Setup Reboot Prompt
After the system reboots, log on to the system using the same Windows account used for the first
portion of the installation. The installation program runs and continues to copy files and
configure the TeleVantage server software after you log on.
After the voice files are copied from the CD, MSDE is restarted, and the installation program
executes some final SQL scripts.
Finally, the dialog shown in Figure 184 is displayed. By default, the “Launch TeleVantage
Workstation installer” checkbox is checked. The TeleVantage Workstation Installer is used to
install, uninstall, or upgrade the Client, Administrator, TAPI Service Provider, Contact Manager
Assistant, and Recording Browser software. If this option is chosen, the Workstation Installer is
run and any of these workstation applications that are installed on the server are upgraded. If
unchecked, the TeleVantage server installation program exits without upgrading any of the
workstation applications. For this upgrade procedure, leave the box checked and select “Finish”.
The TeleVantage server software installation is complete. The next step is to upgrade the
Administrator program and any other workstation applications installed on the server, so that the
server licenses can be entered and the server can be started.
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Figure 184. TeleVantage Server Setup Complete Dialog
Upgrade Workstation Applications
At any time after upgrading TeleVantage server, you can upgrade the workstation application
programs: the Client, Administrator, TAPI Service Provider, and Contact Manager Assistant.
(Typically, only the Client, Administrator, and, possibly, the Archived Recording Browser
programs are installed on the server.) To do so, you need to run the Workstation Installer
program, which is located in the \Netsetup share on the TeleVantage server. The executable for
the Workstation Installer is called “setup.exe”. The following assumes the Workstation Installer
program was run at the end of the TeleVantage server installation by checking the “Launch
TeleVantage Workstation installer” checkbox.
The first dialog presented by the Workstation Installer is shown in Figure 185.
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Figure 185. TeleVantage Workstation Setup Welcome Dialog
Choose “Next” to continue. The License Agreement dialog (Figure 186) appears.
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Figure 186. TeleVantage Workstation Setup License Agreement
Select “Yes” to accept the terms of the license agreement and then “Next” to proceed to the next
dialog.
Normally, the TeleVantage Server Information (Figure 187) dialog is displayed. If you are running
the installer on a TeleVantage server, however, the installer assumes the you will be connecting
to the local machine, and this screen is skipped. If this screen appears, enter the name of the
TeleVantage server and the station number of the telephone handset located near the server, if
any. If there is no station near the server machine, enter “0” for the station number.
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Figure 187. TeleVantage Workstation Setup Server Info Prompt
Also, choose the user or users that will be configured to use the TeleVantage application
programs on the server. The possible choices are “all users” or “only the current user”.
Select “Next” to continue.
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In the Setup Type dialog (Figure 189), specify what applications will be upgraded or installed on
the server. Choose “Typical” to upgrade any Version 5.0 application programs already installed
on the server. Choose “Custom” if you wish to specify which applications to upgrade, install, or
uninstall.
Figure 188. TeleVantage Workstation Setup Type Prompt
This upgrade procedure assumes only TeleVantage Administrator and Client are installed on the
server. Choose “Typical” to upgrade these two programs to Version 6.0. After selecting a setup
type, click on “Next”.
For more information on the “Custom” option, see Installing TeleVantage.
After selecting a setup type, the installation program displays the dialog shown in Figure 189.
Choose “Install” to begin the installation process.
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Figure 189. TeleVantage Workstation Setup Ready Dialog
The installation program will begin to copying files and configuring the various program elements.
The progress bar shown in Figure 190 is displayed during this process.
Figure 190. Installing TeleVantage Workstation Applications Dialog
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When the Workstation Installer program has finished, the dialog in Figure 191 appears.
Figure 191. TeleVantage Workstation Setup Complete Dialog
Choose “Finish” to exit the Workstation Installer.
If you have TeleVantage 5.0 Web Services installed on this server, follow the procedure in the
next section, Upgrade TeleVantage Web Services. If you are not using TeleVantage Web
Services, proceed to Enter and Activate Licenses on Page 204.
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Upgrade TeleVantage Web Services
This section describes the steps needed to upgrade an existing installation of TeleVantage Web
Services from Version 5.0 to Version 6.0. If Web Services is running on the TeleVantage server,
exit Device Monitor by right-clicking on the Device Monitor icon in the Windows System Tray and
selecting “Exit”. Insert the TeleVantage Master CD in the server’s CD driver. At the Master
Setup screen (Figure 192), choose “TeleVantage Web Services” to begin the upgrade.
Figure 192. TeleVantage Master Setup Screen
The Welcome dialog is displayed (Figure 193). Click “Next” to continue.
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Figure 193. Web Services Setup Welcome Dialog
At the License Agreement dialog (Figure 194), choose “Next”.
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Figure 194. Web Services Setup License Agreement
Figure 195. Web Services Setup Server Information
- 200 -
The Server Information dialog (Figure 195) prompts you for the name of the TeleVantage server
ViewPoint Web Services should connect to. Enter or correct the information and select “Next”.
The Setup Type dialog () Figure 196 is then displayed. Choose “Typical” and then hit “Next”.
Figure 196. Web Services Setup Setup Type
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Figure 197. Web Services Setup Ready to Install Dialog
When the dialog in Figure 197 appears, click “Install” to begin the upgrade. The “Installing the
TeleVantage Web Service dialog (Figure 198) displays the progress of the operation.
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Figure 198. Web Service Setup Installing Dialog
When the installation program has finished copying files and configuring the program elements of
Web Services, the “Install Completed” dialog (Figure 199) is displayed. Select “Finish” to exit the
installer.
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Figure 199. Web Services Setup Complete Dialog
The installation of TeleVantage Web Services for Version 6.0 is complete
The next step is to enter and activate the new TeleVantage 6.0 licenses and start the server.
Enter and Activate Licenses
The next step in the upgrade process is to enter and activate your TeleVantage server licenses.
Contact your distributor (or Artisoft Sales) for information on purchasing licenses and receiving
license codes. TeleVantage 6.0 license codes, as purchased, are good for 60 days, after which,
if the licenses have not been activated, certain server functions are disabled. See Installing
TeleVantage, Appendix F, Managing TeleVantage License, for more information.
The following procedure requires:
•
The TeleVantage server machine has TCP Port 80 connectivity to Artisoft’s license
activation server, activation.artisoft.com.
•
The TeleVantage 6.0 licenses are in the standard electronic format (XML).
Open and log on to the TeleVantage Administrator program. Select “System Settings” on the
Tools menu, and navigate to the “Licenses” page (Figure 200).
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Figure 200. Licenses Page in the Administrator Program
Select “Import” and find your license file, then choose “Open”.
After importing the license file into the Administrator program, return to the Licenses page and
choose “Activate”. Fill in the information required on the Activation Information dialog (Figure
201). Select the hardware key you wish to lock your licenses to. Select “OK” to activate the
licenses. The Administrator program contacts the license activation server. The activation server
makes the appropriate changes to your licensing and returns a set of activated licenses to the
Administrator program.
- 205 -
Figure 201. Activation Information Dialog
When the activation process is complete, the dialog box in Figure 202 is displayed.
Figure 202. License Activation Complete Dialog
Choose “OK” to close the dialog box. Your licenses are now activated.
Export the activated licenses and save the resulting file in a safe place. The activated licenses
may be needed if it becomes necessary to restore or rebuild the TeleVantage server.
- 206 -

Televantage 6.0 Upgrade Manual

Transcription

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