Startel Soft Switch Configuration

Transcription

1 Startel Soft Switch Configuration User s Guide

2 While every attempt is made to ensure both accuracy and completeness of information included in this document, errors can occur, and updates or improvements may be implemented without notice. For these reasons, Startel cannot accept responsibility for the complete accuracy of this data. Microsoft, Windows, Windows 7, Windows XP Professional, Windows 2008 Server, SQL Server 2008, Microsoft Internet Information Services (IIS) are copyrights, trademarks, or registered trademarks of Microsoft Corporation. All other brand and product names are trademarks or registered trademarks of their respective holders. Part Number: This manual reflects Vmanager version Copyright 2013 by Startel Corporation The information contained herein is proprietary to, and considered a trade secret of, Startel Corporation, and shall not be reproduced, transmitted, transcribed, or stored in any retrieval system in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual, or otherwise, without the express written permission of Startel Corporation, 16 Goodyear, Bldg. B # 125, Irvine, California 92618, U.S.A. Revision Date: February 15, 2013

3 Table of Contents Introduction... 7 Understanding the Soft Switch... 9 Terminology Note to Users Converting to the Soft Switch from the Digital Switch What Happens when a Call Enters the Soft Switch Introduction to the Startel Web Config Interface System Maintenance Summary Switch Config Summary Visual Dialplan Summary Voice Logger Summary Voice Mail Summary Getting Started Overview: Setting Up Your Soft Switch Before you Begin: Using the Apply Configuration Changes Button Configuring Call Queues Configuring Your Routing Table Configuring a Lookup Table Configuring a One Number Lookup Table Configuring Conference Bridges Configuring Users Changing the Admin Username and Password

4 Table of Contents Adding a User Account System Maintenance System Maintenance > Users Adding a User Account...38 Configure User Details Settings...39 System Maintenance > Backup & Restore Creating a Backup...42 Restoring a Backup...42 System Maintenance > Remote Access Control Adding a Remote Address...44 System Maintenance > System Status System Maintenance > Access Logs Switch Config Switch Config > Call Queues Adding a Call Queue...50 Configure Call Queue Details Settings Switch Config > Call Queues > Bulk Add Queues...59 Call Queue Bulk Generating Settings...59 Switch Config > Call Queues > Call Queue General Options...61 Global Settings for All Call Queues...62 Switch Config > Phones Adding a SIP Phone Extension...69 Configure SIP Phone Details Settings...71 Switch Config > Phones > Bulk Add Phones...76 Agent Phone Bulk Generating Settings...77 Switch Config > Phones > SIP Phone General Options...78 SIP Phone Global Settings...79 Switch Config > Trunks

5 Table of Contents Adding a Trunk...83 Configure Trunk Details Settings...84 Switch Config > Conferences Adding a Conference Bridge...86 Switch Config > Global Features Defining Global Switch Settings...87 Global Switch Features Settings...87 Visual Dialplan Visual Dialplan > Scenario Groups Adding a Scenario Group...92 Visual Dialplan > Scenario List Adding a Scenario...94 Step1: Configuring General Scenario Settings...95 Step 2: Defining Extension Patterns for a Scenario...97 Step 3: Defining Scenario Call Flow...99 Startel Pre-Defined Base Scenarios Call Flow Elements Used in Base Scenarios Importing to Visual Dialplan > Scenarios from an.xml File Importing to Visual Dialplan > Scenarios from a.csv File Visual Dialplan > One Number Lookup Adding Items to a One Number Lookup Table Visual Dialplan > Lookup Table Adding an Item to the Lookup Table Visual Dialplan > Routing Table Adding Items to the Routing Table Importing Routing Table Entries From a.csv File Exporting Routing Table Entries to a.csv File Visual Dialplan > Audio Files Voice Logger

6 Table of Contents Voice Logger > Most Recent Loggers Voice Logger > All Loggers Voice Logger > Archived Folders Opening an Archived Folder Voice Logger > General Options Performing a Voice Logger Advanced Search Voice Mail Additional Procedures Required for Voice Mail Configuration Voice Mail > Voice Mailboxes Adding a Voice Mailbox Configure Individual Mailbox Settings Configuring Additional Voice Mailbox Settings Configuring Voice Mailbox Delivery Settings Configure Individual Delivery Settings Configuring Voice Mailbox General Options General Options Settings Configuring Global Delivery Options Delivery Options vs General Options Delivery Options Settings Voice Mail > Voice Maillists Voice Mail > Voicemaps Adding a Voicemap Voicemap Digit Type Settings Voice Mail > Bulk Add Mailboxes Adding Multiple Mailboxes Index

7 Introduction This document describes how to use the Startel Web Config tool to configure the Startel Soft Switch. Chapters include: Chapter 1 "Understanding the Soft Switch" (page 9) This chapter introduces concepts and features that are fundamental to the Startel Soft Switch. It is recommended that you read this section before you begin configuring your Soft Switch. Chapter 2 "Getting Started" (page 23) This chapter contains simplified procedures that you can follow to get your switch up and running quickly. Chapter 3 "" (page 35) This chapter is a comprehensive reference, providing details on each of the sections, screens, and settings that comprise the Web Config interface. Sections in this chapter are organized to match the Menu/Submenu organization of the tool. That is, each section corresponds to a primary menu item (i.e., System Maintenance, Switch Config, etc.). Sub-sections correspond to sub-menu items, ordered from left to right. 7

8 Introduction 8

9 Chapter 1: Understanding the Soft Switch This chapter introduces concepts and features that are fundamental to the Startel Soft Switch. It is recommended that you read this section before you begin configuring your Soft Switch. Sections include: Terminology (page 10) This section defines some of the terminology that is most basic to the Startel Soft Switch. Reading this section will help you understand the switch, this document, and the Web Config interface that you will use to configure and maintain the switch. What Happens when a Call Enters the Soft Switch (page 13) This section describes how the Startel Soft Switch processes incoming calls. In addition, it provides links to instructions for configuring described processes and system components. Before reading this section, please review the terminology defined in the previous section. Introduction to the Startel Web Config Interface (page 15) This section introduces the Soft Switch Web Config interface, and summarizes the Main Menu sections that you will use to configure and maintain the switch, and primary switch features. 9

10 Understanding the Soft Switch TERMINOLOGY Before you begin using the Web Config application to configure your Startel Soft Switch, it will be helpful to read this section, which defines some of the terms associated with the Soft Switch and Soft Switch application components. These terms are used in the Web Config interface, in this document, and by the Startel support personnel who may assist you in the configuration and maintenance of your Startel Soft Switch. NOTE: In the definitions below, terms that are defined in this glossary are shown in bold italic text. Argument: In this manual, this refers to a value supplied by a Scenario to a Base Scenario containing an Argument variable. Argument variables are written like ${ARG1}, ${ARG2}, ${ARG3}, and so on. Audio Files: Audio files are used in a Startel system to play various types of recordings to callers, and sometimes to Agents. To record audio files for your site, you will normally call a telephone number provided by Startel, and record statements following a series of voice prompts. ANI: Stands for Automatic Number Identification. This is the phone number of the calling party as transmitted by an incoming call. This is normally, but not necessarily, a 10-digit number. Backup File: A Soft Switch file that preserves a particular set of Soft Switch configuration parameters so that they can be restored to the Soft Switch, or transferred to another Soft Switch, if necessary. Backup Files can be created at System Maintenance > Backup & Restore, or, optionally, when you save configuration parameters using the Apply Configuration Changes button on the Web Config Main Menu. Base Scenario: A pre-defined Scenario that another Scenario can reference. It will normally describe most (if not all) of what the Soft Switch needs to do to process a call. What makes it usable as a base is that it uses variables and not specific values for things like Call Priority and Call Queue IDs. (Specific values for such parameters are provided in a Scenario that references the Base Scenario.) When you purchase the Soft Switch from Startel, it comes with a set of pre-defined Base Scenarios that are designed specifically to meet current customer needs. Using these as a starting point, you can typically define Scenarios that require very little additional programming. Call Flow: A set of Scenario-specific instructions that determine how a call is handled once it enters the Startel system. Startel will typically help you configure Call Flow elements for your site s Scenarios. Call Flow elements are the building blocks that define a Call Flow. Call Queue: Call Queues are the Soft Switch mechanisms that direct calls to appropriate agents. (They also control various settings that affect calls before they re connected to agents. For example, they determine how long a call will ring one agent before being presented to another agent, how many callers can be waiting in the Queue at the same time, and so on.) Call Queues are defined at Switch Config > Call Queues; the association between Call Queues and 10

11 Understanding the Soft Switch incoming calls is defined in Scenarios. Call Queues typically correspond to Affinity Groups in the Admin Controls Affinity Groups plug-in. DID: The number that enters the Soft Switch from the phone company. DIDs which you will need to purchase and provide to your clients are the phone numbers that you will answer for your clients. (This is normally, but not necessarily, a 10-digit number.) When a Soft Switch configuration screen asks for a DID, the number should be entered without parentheses, spaces, or dashes. (For example, enter , NOT (949) ) IAX: One of the VOIP (Voice Over Internet Protocol) Phone protocols supported by the Startel Soft Switch. Please note: The IAX protocol is not supported for agent phones. Lookup Table: A mechanism that the Soft Switch can use, if necessary, to convert an incoming number to another number needed by the Soft Switch Routing Table. Lookup Table conversions may be needed if the Client Extension required by the Routing Table is not provided by the dialed number. You configure your system Lookup Table at Visual Dialplan > Lookup Table. (See also One Number Lookup.) Note: If your system has a Lookup Table, it will be checked automatically for every incoming call, even if conversion is not required. NAT (Network Address Translation): Describes a scenario in which a network device (usually a firewall) assigns a public IP address to a computer, or group of computers, inside a private network. The purpose of NAT is normally to limit the number of public IP addresses required by an organization. One Number Lookup Table: An optional Soft Switch feature that allows you to save money by providing the same DID to multiple clients. When a DID enters the Soft Switch, and your site has a One Number Lookup Table, this table is checked for that DID. If it s listed there, the ANI or RDNIS associated with the call will be used (instead of the DID) to route the call to the appropriate Scenario. (Note: The Routing Table is not used for calls associated with the One Number Lookup table.) You configure a One Number Lookup Table at Visual Dialplan > One Number Lookup. Routing Table: The Routing Table is the Soft Switch mechanism that directs incoming calls to the appropriate Scenarios. The system Routing Table is configured at Visual Dialplan > Routing Table. (Note: The Routing Table is not used for calls associated with a One Number Lookup Table.) RDNIS: In a case where an incoming call has been forwarded from another number, this is the originally dialed number from which a call was forwarded. Scenario: Scenarios are sets of instructions used by the Soft Switch to determine how calls of different types should be handled. If your call center provides the same set of services to all clients, and all agents can answer all calls, you may only need to define a single Scenario. However, most call centers require multiple Scenarios, each providing a different set of services for clients with distinct and separate needs. Scenarios are defined at Visual Dialplan > Scenario List. But note: Startel normally defines Scenarios for you. 11

12 Understanding the Soft Switch Scenario Group: When you define Scenarios and Routing Tables and other fundamental Soft Switch mechanisms, you will notice that you are required to specify Scenario Group parameters. Scenario Groups which are predefined for you by Startel are used as a means of identifying or assigning the entry points that should be used for the calls that flow in and out of the Startel system. Most sites will use two primary Scenario Groups Incoming, and Outdials which differentiate between incoming and outgoing calls. Additional Groups are sometimes used to differentiate between different types of incoming or outgoing calls. For example, a Central Office group may be used for incoming DIDs, and an Internal group may be used for SIP phones. In any case, Startel will instruct you on how to use the Scenario Groups that are defined and best suited for your particular system. SIP: One of the VOIP (Voice Over Internet Protocol) Phone protocols supported by the Startel Soft Switch. SIP stands for Session Initiated Protocol. Voice Logger: A Startel feature that records live inbound and outbound phone conversations and stores them as discreet digital recordings (MP3) for future playback. The integrated relational database allows quick and powerful queries for locating recordings by date, time, agent, Caller ID, or Customer ID. This feature is perfect for performance reviews and training, and if necessary, for resolving disputes over what was communicated during phone calls. Screens and settings for managing Voice Logger files (Logger clips) are accessed by selecting Voice Logger from the Web Config Main Menu. Note to Users Converting to the Soft Switch from the Digital Switch If you re switching to the Startel Soft Switch from a Startel Digital Switch, you re familiar with Split Groups. With the Soft Switch, the functions previously served by Split Groups are performed by two mechanisms: Scenarios and Call Queues. Scenarios provide the basic instructions that determine how calls of different types are handled including which Call Queue a call is sent to. Call Queues, which correspond to Affinity Groups, are the mechanisms that direct calls to appropriate agents. Call Queues also control various settings that affect what a caller experiences before being connected to an agent, or Voice Mailbox. For example, the Call Queue determines how long a call will ring one agent before being presented to another agent, how many callers can be waiting in the Queue at the same time, and so on. For more on Scenarios and Call Queues, see "Visual Dialplan > Scenario List" on page 93 and "Switch Config > Call Queues" on page

13 Understanding the Soft Switch WHAT HAPPENS WHEN A CALL ENTERS THE SOFT SWITCH The table below describes how the Startel Soft Switch processes incoming calls. In addition, it provides links to instructions for configuring the described processes and system components. Before reading this information, please review the terminology that precedes this section. Terms defined there are shown here in boldface text. NOTE: Startel will assist you in configuration tasks that require advanced skills and knowledge. Action Description For Config Info... 1: Incoming Call Enters Soft Switch... When a call enters the Soft Switch, the Soft Switch notes the DID (ten-digit number that is received from the phone company). 2: Soft Switch checks One Number Lookup Table, if present. or... If your site has a One Number Lookup Table, it s checked to see if the DID is listed in the table. If it is, the ANI or RDNIS associated with the call is used to route the call to the appropriate Scenario. Note: The Routing Table is not used for calls associated with the One Number Lookup Table. See "Visual Dialplan > One Number Lookup" on page

14 Understanding the Soft Switch Action Description For Config Info... 2: Soft Switch checks Lookup Table. If the DID is listed in a One Number Lookup Table, this step is skipped. If your system has a Lookup Table, it s checked to see if the DID is listed there. If it is, one of two things will occur: The Lookup Table will assign the call to a Scenario. (For troubleshooting purposes, this is not recommended.) The Lookup Table will convert the number, as defined in the table, and send the new number to the Routing Table. See "Visual Dialplan > Lookup Table" on page : Soft Switch checks Routing Table for Client Extension. 4: Routing Table assigns call to Scenario. The Soft Switch checks the system Routing Table for the Client Extension associated with the call. (This corresponds to the Called Number in Client Maintenance.) The Client Extension will be taken from the DID, or be passed to the Routing Table from the Lookup Table. Based on the Client Extension, the Routing Table directs the call to the appropriate Scenario. See "Visual Dialplan > Routing Table" on page 119. See "Visual Dialplan > Scenario List" on page 93. 5: The Scenario implements the defined Call Flow. The Scenario implements defined Call Flow instructions, which will determine such things as: Which Call Queue the call is sent to. If the call will go to a live agent, or Voice Mail. What, if any, recordings are played to the caller. If the call is recorded. And so on. NOTE: Some aspects of a call are controlled by the configuration of system phones. Phone are configured at Switch Config > Phones, and will typically require assistance from Startel. See "Step 3: Defining Scenario Call Flow" on page

15 Understanding the Soft Switch INTRODUCTION TO THE STARTEL WEB CONFIG INTERFACE The Web Config application associated with the Startel Soft Switch is the interface that you will use to configure and maintain the Soft Switch. To launch the Soft Switch Web Config application, you will go to a defined URL, then enter the appropriate Username and Password in the displayed login page. 15

16 Understanding the Soft Switch NOTE: If you have not been provided with a Username and Password, speak to your System Administrator or a Startel representative. The Username and Password you use to log in to the Web Config application are associated with a role that determines access rights in the application. This User Guide assumes that you have the FULL access rights associated with a System Administrator role. If the Username and Password you enter is associated with a more limited role, you will not be able to access some areas of the Web Config interface. The Web Config interface is organized into five primary sections, each corresponding to an item on the Web Config Main Menu. For summary information on each of these Main Menu sections, see the following topics: System Maintenance Summary (page 17) Switch Config Summary (page 18) Visual Dialplan Summary (page 19) Voice Logger Summary (page 20) Voice Mail Summary (page 21) 16

17 Understanding the Soft Switch System Maintenance Summary The System Maintenance section of the Web Config interface contains screens and settings that allow you to manage user access to the Web Config application, backup and restore Soft Switch configuration files, configure remote access to the Soft Switch, and review Soft Switch status information. To access this section, select System Maintenance, then select an item from the drop-down menu. System Maintenance is organized into the following sub-sections: Users: Allows you to add, delete, and edit the list of users who are authorized to use the Web Config application. For complete information, see "System Maintenance > Users" on page 37. Backup & Restore: Allows you to create and manage Backup Configuration files for your Startel Soft Switch. For complete information, see "System Maintenance > Backup & Restore" on page 41. Remote Access Control: Allows you to give remote devices (i.e., remote IP Addresses or remote MAC Addresses) the ability to connect to your Soft Switch through the server s firewall. For complete information, see "System Maintenance > Remote Access Control" on page 43. System Status: Displays status information on the various systems and processes that comprise your Startel Soft Switch. For complete information, see "System Maintenance > System Status" on page 45. Access Logs: Records all the user activity that occurs in the Web Config application. For complete information, see "System Maintenance > Access Logs" on page

18 Understanding the Soft Switch Switch Config Summary The Switch Config section of the Web Config interface is where you configure Call Queues, phones, trunks, and conference bridges for your Startel system. To access this section, select Switch Config, then select an item from the dropdown menu. Switch Config contains the following sub-sections: Call Queues: Allows you to define and manage the Call Queues for your system. Call Queues are the mechanism that the Soft Switch uses to direct calls to the appropriate agents for handling. Call Queues correspond to the Affinity Groups that are defined for your system in the Admin Controls Affinity Groups plug-in. For complete information, see "Switch Config > Call Queues" on page 49. Phones: Allows you to define and manage the phones for your system. Since configuring phones requires advanced technical knowledge, Startel will normally assist you with this procedure. For more information, see "Switch Config > Phones" on page 68. Trunks: Allows you to define and manage the trunks for your system. For complete information, see "Switch Config > Trunks" on page 76. Conferences: Allows you to set up conference bridges for your system. For complete information, see "Switch Config > Conferences" on page 85. Global Features: Displays a screen where you can configure and enable features that apply globally to your switch. For complete information, see "Switch Config > Global Features" on page

19 Understanding the Soft Switch Visual Dialplan Summary Your system may not need a One Number Lookup Table and/or Lookup Table. The Visual Dialplan section of the Web Config interface is where you define and manage Scenario Groups, Scenarios, the One Number Lookup Table, Lookup Table, and Routing Table for your system. It also contains a section for managing audio files. To access this section, select Visual Dialplan, then select an item from the drop-down menu. Visual Dialplan contains the following sub-sections. Note: Whenever you select an item on the Visual Dialplan menu, a Dialplan Validation link appears on the Visual Dialplan sub-menu bar. Clicking this link directs the system to check that all Dialplan parameters are valid. An error is reported if invalid items are found. Scenario Groups: Contains the features used to define and manage Scenario Groups for your system. Scenario Groups which will be defined for your system by Startel are used as a means of identifying or assigning the entry points (i.e., the ports or network connections) that should be used for the calls that flow in and out of your system. For more information, see "Visual Dialplan > Scenario Groups" on page 91. Scenario List: Allows you to add Scenarios into your system. Scenarios are the sets of instructions that are used by the Soft Switch to determine how calls of different types should be handled. For complete information, see "Visual Dialplan > Scenario List" on page 93. One Number Lookup: Allows you to define and manage a One Number Lookup Table. This is an optional feature that makes it possible to provide the same DID to multiple clients, or all clients. For complete information, see "Visual Dialplan > One Number Lookup" on page 114. Lookup Table: Allows you to define and manage a Lookup Table. A Lookup Table is necessary if your Soft Switch will receive incoming phone numbers whose last four digits do not identify the associated client. A Lookup Table can use the ANI or RDNIS (originally dialed number from which a call was forwarded) associated with the call to look up the appropriate Client Extension value, or it can simply translate the DID into the required value. This is then passed to the system Routing Table. For complete information, see "Visual Dialplan > Lookup Table" on page 117. Routing Table: Allows you to define and manage your system s Routing Table. The Routing Table is the Soft Switch mechanism that directs calls to the Scenarios that determine how individual calls should be handled. For complete information, see "Visual Dialplan > Routing Table" on page

20 Understanding the Soft Switch Audio Files: Opens a screen and set of features that are currently under development for future use. For more information, see "Visual Dialplan > Audio Files" on page 124. Voice Logger Summary The Voice Logger section of the Web Config interface is used to manage the voice files (Logger clips) that are generated by your system s Voice Logger. To access features in this section, select Voice Logger, then select an item from the drop-down menu. Voice Logger contains the following sub-sections. Most Recent Loggers: Allows you to view your most recently recorded Voice Logger clips. The newest clips are listed at the top of the screen. For complete information, see "Voice Logger > Most Recent Loggers" on page 126. All Loggers: Allows you to view all the Voice Logger clips, including those that have been archived. For complete information, see "Voice Logger > All Loggers" on page 127. Archived Folders: Displays a screen that lists your Voice Logger Archive folders. You can open these archives, if necessary, to locate an archived Logger clip. For complete information, see "Voice Logger > Archived Folders" on page 128. General Options: Allows you to set Voice Logger Archiving parameters for your system. For complete information, see "Voice Logger > General Options" on page

21 Understanding the Soft Switch Voice Mail Summary The Voice Mail section of the Web Config interface contains screens and settings that you can use to set up and manage Voice Mail services for your clients. To access this section, select Voice Mail, then select from the drop-down menu. Voice Mail is organized into the following sub-sections: Voice Mailboxes: This sub-section contains features that you will use to set up and manage individual Voice Mailboxes. For more information, see "Voice Mail > Voice Mailboxes" on page 134. General Options: This sub-section available via the General Options link on the Voice Mail sub-menu bar supplies global settings for the Voice Mail application, and also determines a number of default settings for individual Mailboxes. For more information, see "Configuring Voice Mailbox General Options" on page 146. Delivery Options: This sub-section available via the Delivery Options link on the Voice Mail sub-menu bar configures a set of global Delivery settings that apply to Voice Mailboxes for which cascading delivery steps have been defined (as described on page 141.) For more information, see "Configuring Global Delivery Options" on page 153. Voice Maillists: This sub-section is under development at the time of this writing. When completed, this sub-section will allow you to define and manage Voice Maillists. Voice Maillists which group multiple Voice Mailboxes into a single entity will make it possible to direct a Voice message to multiple Mailboxes at the same time. For more information, see "Voice Mail > Voice Maillists" on page 156. Voicemaps: This sub-section contains features that allow you to add and manage VoiceMaps for your site. A VoiceMap, when enabled for an individual Voice Mailbox, allows a caller to a Voice Mailbox subscriber to press telephone digits to choose from a recorded menu of options. For more information, see "Voice Mail > Voicemaps" on page 157. Bulk Add Mailboxes: This sub-section can be used to add multiple Mailboxes in one operation. (After Mailboxes are created, you can edit individual Mailboxes to change individual settings, where necessary.) For more information, see "Voice Mail > Bulk Add Mailboxes" on page

22 Understanding the Soft Switch 22

23 Chapter 2: Getting Started This chapter provides instructions designed to help you get your Soft Switch up and running quickly. Before performing the procedures described in this section, please read the introductory sections of Chapter 1 to gain a general understanding of features and mechanisms that you will be setting up. For more detailed information on specific screens and features introduced here, please refer to reference topics provided in Chapter 3. Sections in this Chapter include: Overview: Setting up your Soft Switch (page 24) Before you Begin: Using the Apply Configuration Changes Button (page 25) Configuring Call Queues (page 26) Configuring Your Routing Table (page 27) Configuring a Lookup Table (page 28) Configuring a One Number Lookup Table (page 30) Configuring Users (page 32) 23

24 Getting Started OVERVIEW: SETTING UP YOUR SOFT SWITCH The table below lists the Web Config procedures that are necessary for setting up your Startel Soft Switch. Procedures are listed in the generally recommended order, though, for some procedures, the order is not critical. Startel personnel will perform some of these procedures for you. Others you can do yourself, or with minimal assistance from Startel. For each listed procedure, you are shown who will typically perform the procedure (Startel or Customer), and where to find information associated with the procedure. NOTES: Before performing the procedures described in this section, please read the introductory sections of Chapter 1. Where Customer is marked with an asterisk (i.e., Customer*), this is intended to indicate that assistance from Startel may be required. If a procedure title is marked with an asterisk, this indicates that the procedure is for an optional feature, or a feature that may not be required for your site (for example, your site may not require a Lookup Table). Where procedures described in Chapter 3 have been omitted from this list (for example, configuring Voice Logger preferences), Startel recommends accepting system default settings, at least to start. Once you get things up and running, you can follow additional instructions in Chapter 3 to fine tune your system. Configuring phones is a procedure that will be initially performed by a Startel installer. However, once phones are initially set up, you should be able to follow instructions in Chapter 3 to add additional phones, if necessary. Simply duplicate the settings that were selected by the installer, and request assistance, if necessary. Recommended Order Procedure Who will Configure? Quick Instructions More Info 1 Configure Phones Startel N/A Page 68 2 Configure Call Queues Customer* Page 26 Page 49 3 Configure Trunks Startel N/A Page 83 4 Define Scenario Groups Startel N/A Page 91 5 Define Scenarios Startel N/A Page 93 6 Define Routing Table Customer Page 27 Page

25 Getting Started Recommended Order Procedure Who will Configure? Quick Instructions More Info 7 Define Lookup Table* Customer Page 28 Page Define One Number Lookup Table* Customer Page 30 Page Define Conference Bridges* Customer Page 31 Page Change Admin User name and Password Customer Page 32 Page Define User Accounts Customer Page 32 Page 37 BEFORE YOU BEGIN: USING THE APPLY CONFIGURATION CHANGES BUTTON Whenever you make any kind of change to Soft Switch settings, a button like the following appears on the Web Config Main Menu: If this button is not present on the Main Menu, it means that no changes have been made in the Web Config application since the last Apply to the switch. Clicking the Apply Configuration Changes button is what actually applies changes to the Soft Switch. (Clicking Save in a dialog box does not save to the switch. It only saves to the local application.) It is not necessary to restart the switch for changes to take effect. They become active as soon as you click this button. You can decide how often to click the Apply Configuration Changes button. Like any software program, it s always wise to save often, to make sure that configuration changes are not lost if there is a problem with the application. Whenever you do click it, you are given the option of creating a Backup file. If you opt to create a Backup file, the Backup file will represent the NEW Soft Switch configuration, not the previous one. (See "System Maintenance > Backup & Restore" on page 41 for more on Backup files.) When you click the Apply Configuration Changes button, you will receive an error message if the new configuration contains invalid Dialplan parameters. For information on Dialplan parameters, see the "Visual Dialplan" section that starts on page

26 Getting Started CONFIGURING CALL QUEUES To fine tune, please see the information provided in Chapter 3 under the heading: "Switch Config > Call Queues" (page 49). These instructions are designed to help you quickly define Call Queues for your system. Call Queues, which correspond to Affinity Groups, are the Soft Switch mechanisms that direct incoming calls to appropriate agents. NOTE: To perform this procedure you will need the Affinity Group numbers that you have defined and assigned to clients and agents in the Affinity Groups, Agent Maintenance, and Client Maintenance plug-ins. Follow these steps to quickly define Call Queues for your site: 1 Select Switch Config > Call Queues from the Web Config Main Menu. 2 Click to display the Call Queue Quick Add bar. 3 In the Queue ID field, type the number that you want assigned to the Call Queue. This number should match the Affinity Group appropriate for the Call Queue. 4 In the Queue Name field, Startel recommends that you duplicate the Queue ID value. This is not required, but is recommended for troubleshooting purposes. 5 In the Description field, type a description for the Call Queue. (For example, High Priority Clients, or Spanish Speaking Queue. ) This field is not mandatory, but it s useful for helping you to distinguish between multiple Call Queues. 6 Notice the default values for Ring Strategy and Timout: Leastrecent is the default selection for Ring Strategy. This is the Startel-recommended setting. This ring strategy rings the agent least recently called by the Call Queue. In the Timeout field, 20 is entered to specify that an agent s phone should ring for 20 seconds before a Timeout is applied to the agent. When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another one. 7 Enter 0 in the Retry field. This is the Startel-required value. This specifies how many seconds to wait after a Timeout before ringing the next available agent. 8 When you re finished, click Add. The Configure Call Queue Details dialog opens. 9 Notice the Enable Queue checkbox. This is checked by default. If you want to wait before enabling this Call Queue for service, de-select the checkbox. 10 For the time being, ignore additional settings and click Save. 11 Repeat Steps 2-10 to define additional Call Queues. You should have a separate Call Queue for each of the Affinity Groups that are defined for your site. 26

27 Getting Started 12 When you re ready to save changes to the Soft Switch, click on the Main Menu bar. Once you have initially defined all the Call Queues that are necessary for your site, you can re-open each and configure additional settings to fine tune your Call Queues. For guidance on fine tuning, see "Switch Config > Call Queues" on page 49. NOTES: Some Call Queue settings can be applied both to individual Call Queues, and globally to all Call Queues. In the event of a conflict, settings configured for individual queues override global settings. For information on the settings available for individual Call Queues, see "Configure Call Queue Details Settings" on page 52. For information on the settings available for all Call Queues, see "Global Settings for All Call Queues" on page 62. CONFIGURING YOUR ROUTING TABLE For more on the Routing Table, please see the information provided in Chapter 3 under the heading: "Visual Dialplan > Routing Table" (page 119). These instructions are designed to help you quickly define the Routing Table for your system. The Routing Table is the Soft Switch mechanism that assigns calls to the Scenarios that define how they should be handled. NOTES: To perform this procedure, you will need a list of the Called Numbers that have been assigned to individual clients in Client Maintenance. (In the Routing Table, these are referred to as Extensions. ) You will also need to know which Scenario Group and Scenario to use for each listed Extension. Scenario Groups and Scenarios and are normally defined for you by Startel (or with the assistance of Startel). Follow these steps to quickly define a Routing Table: 1 Select Visual Dialplan > Routing Table from the Web Config Main Menu. 2 Click to display the Routing Table Quick Add bar. 3 Open the Scenario Group drop-down menu and select the Scenario Group that should be used for this Extension. 4 In the Extension field, enter the extension that identifies the client associated with the entry. (This will be the client s Called Number in Client Maintenance, and, ideally, also the Client ID. ) 27

28 Getting Started 5 Open the Forward Scenario drop-down menu and select the Scenario to which calls for this client/extension should be sent. 6 When you re finished, click Add Route. The new entry is added to the Routing Table enabled, by default. 7 Repeat steps to add additional entries to the Routing Table. 8 To apply the changes to the Soft Switch, click on the Main Menu bar. For more on creating and managing a Routing Table, see "Visual Dialplan > Routing Table" on page 119. CONFIGURING A LOOKUP TABLE For more on the Lookup Table, please see the information provided in Chapter 3 under the heading: "Visual Dialplan > Lookup Table" (page 117). These instructions are designed to help you quickly define a Lookup Table for your system. A Lookup Table is a mechanism that can be used, if necessary, to lookup the client associated with an incoming call. (The DID, ANI, or RDNIS associated with the call can be used to identify the client.) Some systems do not require a Lookup Table. You will only need a Lookup Table if the Client Extensions that are needed by the Routing Table are not provided by some or all of the phone numbers that enter your Soft Switch. ( Extension values are the associated clients Called Numbers in Client Maintenance, and, ideally, also their Client IDs.) NOTES: To perform this procedure, you will need a list of the incoming phone numbers that don t provide client Extensions. (These may include DIDs that are not unique to a single client, and original phone numbers from which calls may be forwarded to the Soft Switch (called RDNIS numbers). You should also know which Scenario Group to use for each incoming phone number. (It will normally be Incoming. Consult with Startel if you aren t sure.) Scenario Groups are defined for you by Startel. Only those numbers that don t provide the required Extension values (that is, which don t immediately identify the client) need to be added to the Lookup Table. Follow these steps to quickly define a Lookup Table: 1 Select Visual Dialplan > Lookup Table from the Web Config Main Menu. 2 Click to display the Lookup Table Quick Add bar. 28

29 Getting Started 3 Open the Scenario Group drop-down menu and select the Scenario Group appropriate for the entry. This will normally be Incoming. If your site has multiple defined Scenario Groups, and you are unsure which to select, consult Startel for assistance. DID, ANI, and RDNIS numbers should be entered with no spaces, dashes, or parenthesis. 4 In the DID field, enter the phone number for which the lookup is required. This is the number that is sent from the phone company to the Soft Switch. 5 If you want to identify the client associated with the incoming phone number based on the call s ANI (the phone number of the calling party), enter the ANI into the ANI field (digits only no spaces, dashes or parenthesis). 6 If you want to identify the client associated with the incoming phone number based on a re-directed call s originally dialed number, enter that number into the RDNIS field. (An RDNIS is an originally dialed number associated with a forwarded call.) 7 Notice the Forward Scenario field. This is an optional field that you can use if you want to bypass the Routing Table and assign the call to a Scenario directly from the Lookup Table. For troubleshooting purposes, this is NOT recommended, so normally you will skip this field and retain the default setting of N/ A.) Extension numbers are normally, but not necessarily, 4 digits. 8 In the Forward Extension field, enter the extension assigned to the client associated with the call. This number which is the Called Number (and, ideally, also the Client ID) in Client Maintenance corresponds to the Extension value in the system Routing table. (Note: This value is required, even if you opt to send the call directly to a Scenario using the Forward Scenario feature.) 9 When you re finished, click Add Lookup. The entry is now listed at the top of the Lookup table enabled, by default. 10 Repeat steps for each incoming phone number for which a look-up will be necessary. 11 To apply your changes to the Soft Switch, click on the Main Menu bar. For more on creating and managing a Lookup Table, see "Visual Dialplan > Lookup Table" on page

30 Getting Started CONFIGURING A ONE NUMBER LOOKUP TABLE These instructions are designed to help you quickly define a One Number Lookup Table for your system. You will need to use a One Number Lookup Table if you have provided (or will provide) the same DID to multiple clients. NOTE: To perform this procedure you will need: For more information, please see "Visual Dialplan > One Number Lookup" (page 114). One or more DIDs to add to the table. For each DID: The Called Number values assigned (in Client Maintenance) to the clients who will share the DID. For each client associated with a given DID: The ANI and/or RDNIS number(s) that will be used to identify the client associated with an incoming call. Follow these steps to add items to a One Number Lookup table: 1 Select Visual Dialplan > One Number Lookup from the Web Config Main Menu. 2 If the DID List option is not already selected, click the link that is labeled Switch to DID List. 3 Click to display the One Number Lookup Quick Add bar. 4 Open the Scenario Group drop-down list and select the Scenario Group for which this entry should apply. This will normally be incoming. DID, ANI, and RDNIS numbers should be entered with no spaces, dashes, or parenthesis. 5 In the DID field, enter the DID number that you want looked up. 6 If you want the ANI associated with the call to identify the associated client, select the Lookup ANI checkbox. (The ANI is the phone number of the calling party.) 7 If you want the RDNIS associated with the call to identify the associated client, select the Lookup RDNIS checkbox. (The RDNIS is the originally dialed number from which a call was forwarded.) NOTE: It s OK to select both Lookup ANI and Lookup RDNIS for an entry. 8 Click Add DID. The item is now added to the One Number Lookup table. 9 Click the Switch to Exten List link at the top of the screen. 10 Click to display an Extension List Quick Add bar. 30

31 Getting Started 11 In the Exten field, enter one of the ANI or RDNIS numbers that will be associated with the DID you just entered. This should be entered with no spaces, dashes, or parentheses. 12 Open the Forward Scenario drop-down menu and select the Scenario that should be used for the call. 13 Fill in the Forward Client ID field with the Called Number value (ideally, also the Client ID) that is assigned to the appropriate client in Client Maintenance. 14 Click Add Exten. 15 Repeat Steps for each ANI or RDNIS number that you want to associate with the DID you entered in Step To apply the changes to the Soft Switch, click on the Main Menu bar. 17 Repeat Steps 2-15 for each DID for which a One Number Look Up is necessary. CONFIGURING CONFERENCE BRIDGES These instructions are designed to help you quickly define conference bridges, which you may or may not need for your system. Conference bridges allow multiple callers to be connected to conference calls. NOTES: These conference bridges are NOT the same as the Meet Me bridges that can be defined using the Admin Controls Meet Me plug-in. When you have defined conference bridges for your system, callers will access these bridges as defined by the Scenarios associated with their calls. Follow these steps to define a conference bridge: 1 Select Switch Config > Conferences from the Web Config Main Menu. 2 Click to display a Conference Bridge Quick Add bar. 3 In the Conference ID field, type an ID number for the conference bridge, or skip to accept the default ID (100, 101, 102, etc.). 4 In the User Pin field, type a string of digits to serve as a User Pin for accessing the conference bridge. 5 In the Admin Pin field, type a string of digits to serve as an Administrator Pin for accessing the conference bridge. 6 When you re finished, click Quick Add. The conference bridge is added to the Conferences list. 31

32 Getting Started 7 Repeat Steps 2-6, if necessary, to define additional conference bridges. 8 To apply the changes to the Soft Switch, click on the Main Menu bar. NOTE: If you later want to edit values assigned to a conference bridge, click the associated icon and make changes in the pop-up screen. CONFIGURING USERS For complete information on defining and managing User Accounts, please see the information provided in Chapter 3 under the heading: "System Maintenance > Users" (page 37). User Accounts are the means by which you control access to Web Config screens and settings. At installation, your Web Config application is set up with two default User Accounts: Admin and Logger. The Admin account provides unrestricted access to ALL Web Config screens and features. The Logger account allows access to system Voice Log files only. You may or may not need to define additional User accounts for your system. However, for security reasons, you should at least change the default Username and Password assigned to the pre-loaded Admin account. Follow the instructions below to change the Username and Password for the Admin account. To define additional User accounts, see "Adding a User Account" on page 33. Changing the Admin Username and Password Follow these steps to change the Username and Password for the Admin User Account: 1 Log in to the Web Config application using the Administrator Username and Password (should be admin/admin). 2 Select System Maintenance > Users from the Web Config Main Menu. 3 In the displayed Users list, select admin in the Username column. 4 In the pop-up dialog box, enter a new, more secure value in the Username field. (The Username is NOT case sensitive.) 5 In the pop-up dialog box, enter a new, more secure value in the Password field. (The Password IS case sensitive.) 6 Make sure to write the Username and Password down and store it in a secure location. 7 Click Save. 8 Click on the Main Menu bar. 32

33 Getting Started Adding a User Account Follow these steps to add a new User account (if necessary): 1 Select System Maintenance > Users from the Web Config Main Menu. 2 Click to display a User Quick Add bar. 3 In the Username field, specify the Username that this user will use to log in to the Soft Switch Web Config interface. Usernames are not case sensitive. 4 In the Password field, type the password that this user will use to log in to the Soft Switch Web Config interface. Passwords are case sensitive. 5 When you re finished, click Quick Add. A Configure User Details dialog opens, with the Enable User option selected, and the Username and Password you just specified entered in the Username and Password fields. 6 If you want this User Account to be enabled, leave the Enable User option selected. To disable the account, de-select the checkbox. 7 Fill in the First Name and Last Name fields. (This is optional.) If this User Account will be used by multiple persons, you can leave these fields blank, or make up a generic name, like Mid-level User. 8 Select the appropriate Role assignment for the User Account. The Role assignments is what determines the user s privileges in the Web Config application. Choices are: Admin Role: This role gives the user complete access to all screens and settings in the Web Config interface, and provides add, edit, and delete privileges anywhere in the application. Switch General Role: This role gives the user complete access and full privileges in the Switch Config section of the Web Config application. Scenario Configure Role: This role lets the user access and configure Scenario settings in the following Visual Dialplan sub-sections: Visual > Scenario Groups and Visual Dialplan > Scenario Lists. Audio files can also be accessed at Visual Dialplan > Audio Files. Scenario Routing Configure Role: This role lets the user access and configure Scenario call routing settings in the following Visual Dialplan sub-sections: Visual > One Number Lookup; Visual Dialplan > Lookup Table; Visual Dialplan > Routing Table. Voice Mail Role: This role gives the user access to all screens and functions in the Voice Mail section of the Web Config application. Voice Logger Role: This role gives the user access to Recent Logger clips and archived Logger clips in the Voice Logger section of the Web Config application. 33

34 Getting Started Voice Logger Admin Role: This role gives the user access to all screens and functions in the Voice Logger section of the Web Config application. 9 When you re finished, click Save to save and close. 10 If you re ready to save changes to the Soft Switch, click on the Main Menu bar. 34

35 Chapter 3: This chapter provides details on each of the sections, screens, and settings that comprise the Startel Soft Switch Web Config interface. Chapter topics are organized to match the menu/sub-menu organization of the application. That is, major sections correspond to Main Menu items, and subsections correspond to sub-menu items, ordered from left to right. Primary sections include: System Maintenance (page 36) Switch Config (page 48) Visual Dialplan (page 90) Voice Logger (page 125) Voice Mail (page 133) 35

36 See "System Maintenance Summary" on page 17 for summary information on each of the System Maintenance subsections. SYSTEM MAINTENANCE The System Maintenance section of the Web Config interface contains screens and settings that allow you to: Define and manage the users who will have access to the Web Config application. Backup and Restore Soft Switch configuration files. Configure remote agent access to the Soft Switch. Review Soft Switch status information, and, if necessary, restart switch components. Review Access Logs detailing user activity in the Web Config application. To access this section, select System Maintenance, then select an item from the drop-down menu. Refer to the following topics for details on the screens and settings associated with each System Maintenance menu item: System Maintenance > Users (page 37) System Maintenance > Backup & Restore (page 41) System Maintenance > Remote Access Control (page 43) System Maintenance > System Status (page 45) System Maintenance > Access Logs (page 47) 36

37 System Maintenance > Users Selecting System Maintenance > Users displays the screen that you will use to define and manage User accounts for the Soft Switch Web Config application. User Accounts are the means by which you can control access to Web Config screens and settings. By default, at least two User Accounts are typically predefined for your system: Admin and Logger. The Admin account provides unrestricted access to all Web Config screens and features. The Logger account allows access to system Voice Log files only. NOTE: For security reasons, you should be sure to change the default Username and Password assigned to the pre-loaded Admin account. See page 32 for instructions. From the System Maintenance > Users screen you can: Click to define a new User account for your system. (See page 38.) Click on a Username link to review or edit current User settings. To select a listed User, select the checkbox in the far-right column. Click Enable or Disable to enable/disable a selected User account. Click Delete to delete a selected User account. NOTE: At the bottom of the Users list, Page controls can be used to change the number of items listed per page, or quickly page through a long list. 37

38 Adding a User Account Follow these steps to add a new User account: 1 Select System Maintenance > Users from the Web Config Main Menu. 2 Click to display a User Quick Add bar. 3 In the fields labeled Quick add a Username, enter values for the following: Username: Specify the Username that this user will use to log in to the Soft Switch Web Config interface. Usernames are not case sensitive. Password: Specify the password that this user will use to log in to the Soft Switch Web Config interface. Passwords are case sensitive. 4 When you re finished, click Quick Add. The Configure User Details dialog opens. 5 Configure settings as described in the table that follows. 6 When you re finished, click Save to save and close. 38

39 Note: See page 25 for more on the Apply Configuration Changes button. 7 If you re ready to save changes to the Soft Switch, click on the Main Menu bar. NOTE: Changes you save in Web Config screens are never applied to the Soft Switch until you click the button. Configure User Details Settings Setting Enable User Username Password First Name Last Name Instruction Select or clear this checkbox to enable/disable the User account for service. Specify the Username that the user will enter to log in to the Web Config application. Unlike Passwords, Usernames are NOT case sensitive. Specify the Password that the user will enter to log in to the Web Config application. Passwords are case sensitive. Enter the user s first name. Note: Name fields are optional. If multiple persons will use this User account, you may want to leave the fields blank, or give the account a generic name, like Agent User. Enter the user s last name. (See above note.) 39

40 Setting Role Instruction Select one or more of the following Role options to assign privileges to the user account. Choices are: Admin Role: This role gives the user complete access to all screens and settings in the Web Config interface, and provides add, edit, and delete privileges anywhere in the application. Switch General Role: This role gives the user complete access and full privileges in the Switch Config section of the Web Config application. Scenario Configure Role: This role lets the user access and configure Scenario settings in the following Visual Dialplan sub-sections: Visual Dialplan > Scenario Groups and Visual Dialplan > Scenario Lists. Audio files can also be accessed at Visual Dialplan > Audio Files. Scenario Routing Configure Role: This role lets the user access and configure Scenario call routing settings in the following Visual Dialplan sub-sections: Visual Dialplan > One Number Lookup; Visual Dialplan > Lookup Table; Visual Dialplan > Routing Table. Voice Mail Role: This role gives the user complete access to all screens and functions in the Voice Mail section of the Web Config application. (Note: Voice Mail features should only be used if instructed to do so by Startel.) Voice Logger Role: This role gives the user access to Recent and Archived Logger clips in the Voice Logger section of the Web Config application. Voice Logger Admin Role: This role gives the user complete access to all screens and functions in the Voice Logger section of the Web Config application. 40

41 System Maintenance > Backup & Restore Selecting System Maintenance > Backup & Restore displays a screen that you can use to create and manage Backup Configuration files for your Soft Switch. Backup files which can be created from this screen, or by the feature on the Main Menu can be used to restore previous configurations to your Soft Switch in the event that you want to revert to an earlier version. From the System Maintenance > Backup & Restore screen you can: Click to create a new Backup file. (See page 42.) Click to restore a Soft Switch configuration from a Backup file. (See page 42.) Click to delete a listed Backup file. NOTES: If your Backup & Restore screen contains a Synchronize with Peer feature, it should only be used if directed by Startel. At the bottom of the Backup Files list, Rows/Page, Previous/Next, and Go to Page controls can be used to change the number of items listed per page, or quickly page through a long Backup list. 41

42 Creating a Backup Follow these steps to Backup the current Soft Switch configuration: 1 Select System Maintenance > Backup & Restore from the Web Config Main Menu. 2 Click to display the Backup Quick Add bar. 3 In the Backup Description field, enter a name for the Backup. And note: If you want the date included in the Backup Description, you need to add it yourself. It is NOT appended automatically to the description. However, the date IS automatically included in the Backup filename. 4 Click Backup. The last-saved Soft Switch configuration is saved to the database, and the new Backup file is now listed at the bottom of the Backup & Restore list. For information on how to restore a Backup configuration to the switch, see Restoring a Backup, below. Restoring a Backup You may want to make a Backup of the current configuration before initiating a Restore operation. If you find it necessary to restore a backed-up configuration to your Soft Switch, you can do so by locating the Backup file in the Backup & Restore list, then using a Restore command to reapply that configuration to the switch. Please note that it is NOT necessary to reboot after a Restore operation. However, you do need to click the button. Restored settings are not applied until this Apply command is received. NOTE: Be cautions and think carefully before restoring a Backup. Any changes applied to the switch since the Backup was created will be lost. Follow these steps to restore a backed-up configuration to the Soft Switch: 1 Select System Maintenance > Backup & Restore to display a list of Backup files. 2 Locate the Backup file that want to restore. 3 Click in the Backup s Actions column. 42

43 4 When prompted, select Continue to continue the operation. 5 Click on the Main Menu to apply the changes and complete the Restore operation. TIP: If the Apply Configuration Changes button is not present on the Main Menu after a Restore, you can open any dialog box and simply click Save to make it appear. System Maintenance > Remote Access Control Selecting System Maintenance > Remote Access Control displays a configuration screen that allows you to give remote devices (i.e., remote IP Addresses or remote MAC Addresses) the ability to connect to your Soft Switch through the server s firewall. From the System Maintenance > Remote Access Control screen you can: Click to add a new Remote Address your system. (See page 44.) Click to review or edit settings for an existing Remote Address. Click to delete a Remote Address. 43

44 Adding a Remote Address Follow these steps to add a new Remote Address: 1 Select System Maintenance > Remote Access Control from the Web Config Main Menu. 2 Click to display a Remote Access Quick Add bar. 3 In the fields labeled Quick add Remote Access Control, enter values for the following: Remote Phone Address: Specify the remote IP or MAC address that will be connecting to the Soft Switch server. Address Type: Open the drop-down menu and select the Type value that describes the Remote Address: IP Address, or MAC Address. 4 When you re finished, click Add. The new Remote Address is now added to the Remote Access Control list, enabled by default. 5 When you re finished, click Save to save and close. 6 Click on the Main Menu if you want to apply your changes to the Soft Switch. NOTE: To disable a Remote Address, select the associated icon, clear the Enable checkbox in the pop-up dialog, then click Save. 44

45 System Maintenance > System Status Selecting System Maintenance > System Status from the Web Config Main Menu displays status information on the various systems and processes that comprise your Startel Soft Switch. Refer to the table that follows for details on each of the components that appears in the System Maintenance Status screen. System Status Component System General Description The System General component of the System Status screen displays general information like the Hostname and IP address of the switch, the Distribution Name associated with your installation, and Uptime data to let you know how long your system and Soft Switch have been running uninterrupted. It also shows you how much time has elapsed since the last Soft Switch reload (i.e, since the Apply Configuration Changes button was last used). 45

46 System Status Component Application Status Description The Application Status area displays Status information on the various applications, servers, and services that comprise the Startel Soft Switch. OK is reported when a component is running correctly. FAILED is reported if there s a problem. Additional values report the number of active channels in your system, and the total number of calls that have been processed since the Soft-Switch has been up. If necessary, you can use Restart icons ( ) in this area to restart the Soft Switch, the API service, or the Vmanager service. But be aware: Performing a restart will disconnect or terminate calls. Note: Hovering your mouse over T1 in this area shows you the status of all the T1s in your system. Mounted File Systems Network Usage The Mounted File Systems section shows usage information for your internal and/or external hard drives. The Network Usage component shows usage information for your different network devices. 46

47 System Maintenance > Access Logs Selecting System Maintenance > Access Logs from the Web Config Main Menu opens a screen that summarizes user activity in the Web Config application, detailing what each user did in the application, and the dates and log-in times of each session. The sessions that are listed at the top of the screen are the most recent. For each listing in the Access Log you can see: A record ID. A Description summarizing what the user did in the application. The Full Name associated with the User account. The IP address of the machine that logged into the application. The date and time the event occurred. Page controls at the bottom of the screen can be used to change the number of items listed per page, or quickly page through a long list of items, if necessary. If you want to delete one or more items from the list, select the appropriate checkboxes on the far-right of the screen, then click Delete. 47

48 SWITCH CONFIG See "Switch Config Summary" on page 18 for summary information on each of the Switch Config sub-sections. The Switch Config section of the Web Config interface is where you configure Call Queues, phones, trunks, and (optionally) conference bridges for your Startel system. To access features in this section, select Switch Config from the Main Menu, then select an item from the drop-down menu. Refer to the following topics for details on the screens and settings associated with each Switch Config menu item: Switch Config > Call Queues (page 49) Switch Config > Call Queues > Bulk Add Queues (page 59) Switch Config > Call Queues > Call Queue General Options (page 61) Switch Config > Phones (page 68) Switch Config > Phones > Bulk Add Phones (page 76) Switch Config > Phones > SIP Phone General Options (page 78) Switch Config > Trunks (page 83) Switch Config > Conferences (page 85) Switch Config > Global Features (page 87) 48

49 Switch Config > Call Queues Selecting Switch Config > Call Queues from the Web Config Main Menu displays a screen and sub-menus that you can use to define and manage Call Queues for your system. Call Queues are the mechanism that the Soft Switch uses to direct calls to the appropriate agents for handling. NOTE: Call Queues should correspond to the Affinity Groups that are defined in the Admin Controls Affinity Groups plug-in, and assigned to clients and agents in the Client Maintenance and Agent Maintenance plug-ins. From the Switch Config > Call Queues screen you can: Click to add a new Call Queue to your system. (See page 50.) Click on a Queue Name link to review or edit current Call Queue settings. To select a listed Call Queue, select the checkbox in the farright column. Click Enable or Disable to enable/disable a selected Call Queue. Click Delete to delete a selected Call Queue. Use additional sub-menu options to: Add Call Queues in bulk (See page 59.) Define general Call Queue options (See page 62.) 49

50 Adding a Call Queue Follow these steps to add a Call Queue to your system: 1 Select Switch Config > Call Queues from the Web Config Main Menu. 2 Click to display a Call Queue Quick Add bar. 3 In the fields labeled Quick add a Call Queue, enter values for the following: Queue ID: Type a number matching the number of the Affinity Group that you want assigned to the Call Queue. Queue Name: Specify a name for the Call Queue. (See NOTE text.) A default name is provided, but you can change it to any name that follows naming conventions. Names can contain letters, numbers, and some special characters, but no spaces. If you enter an invalid queue name, an error is reported. NOTE: For troubleshooting purposes, Startel recommends that you make the Queue Name match the Queue ID. Description: Type a description for the Call Queue. For example, High Priority Clients, or Spanish Speaking Queue. This field is not mandatory, but it s useful for helping you to distinguish between multiple Call Queues. Ring Strategy: Select leastrecent from the drop-down menu to identify the ring strategy that should be used for this Call Queue. Leastrecent which is the Startel-recommended option rings the agent least recently called by this queue. Timeout: Enter a value to specify how many seconds an agent s phone should ring before a Timeout is applied to the agent. When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another agent. Retry: Enter 0. (This is the Startel-required value.) This specifies how many seconds to wait after a Timeout before ringing the next available agent. 4 When you re finished, click Add. The Configure Call Queue Details dialog opens. 50

51 5 Configure additional settings as described in the table that follows. 6 When you re finished, click Save to save and close. 7 If you re ready to save changes to the Soft Switch, click on the Main Menu bar. NOTES: Most settings in the Configure Call Queue Details screen can also be configured for ALL Call Queues at Switch Config > Call Queues > Call Queue General Options. "Global Settings for All Call Queues" on page 62 for details. In the event of a conflict, settings configured for individual queues override global settings. If you want to quickly create multiple Call Queues, you can do so using a Bulk Add Queues feature described on page

52 Configure Call Queue Details Settings Setting Enable Queue Queue Name Description Queue ID Autopause Instruction Select or clear this checkbox to enable/ disable the Call Queue for service. Type a name for the Call Queue. If you don t enter a name, a default name is provided (for example, q_1, q_2, etc.). NOTE: For troubleshooting purposes, Startel recommends that you make the Queue Name match the Queue ID (which should match an Affinity Group ID). Enter a description for the Call Queue. For example, Highest Priority Clients. This field is useful for allowing you to quickly identify queues of different types or importance in the Call Queues list. Enter a unique ID for the Call Queue. This ID should match an Affinity Group ID defined in the Administrative Controls Affinity Groups plug-in. The match between the Queue ID and an Affinity Group ID ensures that qualified agents will answer calls sent to the queue. Enter a number to indicate how many ignored or rejected assignments can occur before an agent position will be automatically taken OUT of rotation. 52

53 Setting Ring Strategy Instruction Select from the drop-down menu to indicate the preferred Ring Strategy for the Call Queue. Choices are: ringall: Rings all available agents until one answers. roundrobin: Takes turns ringing each available agent. leastrecent: Rings the agent least recently called by this queue. fewestcalls: Rings the agent with the fewest completed calls from this queue. random: Rings a random agent. rrmemory: Round robin with memory. Takes turns ringing each available agent, remembering where it left off during the last ring pass. linear: Rings in the order specified in a configuration file. If you use dynamic agents, they will be rung in the order in which they were added. wrandom: Rings randomly, but uses each agent's skill level as a weight when calculating their metric. NOTE: Leastrecent is the Startel-recommended setting. Ring in Use Autofill NOTE: Un-checked is the Startel-required setting. When this setting is not checked, the queue avoids sending calls to agents while they are on the phone. Enabling Autofill ensures that waiting callers will be connecting to available agents in a parallel fashion until there are no more available agents, or no more waiting callers. When Autofill is un-checked, the second call in the queue will not be assigned to an agent until the first call in the queue has been answered. Thus, calls that are not answered promptly may slow down the assignment of other calls. NOTE: Checked is the Startel-recommended setting. Report Hold Time Select this checkbox if you want a caller s Hold time to be audibly reported to the agent before the caller is connected to the agent. NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. 53

54 Setting Timeout Restart Join Empty Instruction NOTE: Un-checked is the Startel-required setting. Selecting this checkbox causes the Timeout that occurs when an agent doesn t answer a call to be reset if a BUSY or CONGESTION signal is received for the agent. When this checkbox is un-checked, as required, the Timout is not reset under the described conditions. Select from the drop-down menu to indicate under what conditions, if any, callers can be sent to a Call Queue with no agents, or unavailable agents. Important: See Conditions that make an agent s status Unavailable, below, for Unavailable status definitions.) Choices are: Yes: Callers can be placed in the Call Queue without regard for agents status. No: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these unavailable statuses: penalty, paused, invalid. Strict: Callers will not be placed in the Call Queue if there are no agents, or only agents with these unavailable statuses: penalty, paused, invalid, unavailable. Loose: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these unavailable statuses: penalty, invalid. NOTE: Startel recommends a Yes setting, (recognizing that agents sometimes go out of rotation briefly to complete a task, but for an acceptable amount of time). Any other option requires additional configuration, and assistance from Startel. 54

55 Setting Instruction Conditions that make an agent s status Unavailable For the Join Empty and Leave When Empty settings, the following conditions assign an Unavailable status to agents: Paused: Agent is OUT of rotation, but still signed in to AI. Penalty: Agent s Penalty value (i.e., skill level) is less than QUEUE_MAX_Penalty. Inuse: Agent is currently on a call. Ringing: Agent s phone is currently ringing. Unavailable: Agent is assigned to the queue, but not logged in. Invalid: Agent s phone is in a non-reachable state. Wrap: Agent is currently in wrap time after taking a call. Leave When Empty Select from the drop-down menu to indicate under what conditions, if any, callers can be removed from a Call Queue. Important: See Conditions that make an agent s status Unavailable, above, for Unavailable status definitions.) Choices are: Yes: Callers should be removed from the Call Queue if all agents have one of these unavailable statuses: penalty, paused, invalid. No: Callers should remain in the Call Queue without regard for agents status. Strict: Callers should be removed from the Call Queue if all agents have one of these unavailable statuses: penalty, paused, invalid, unavailable. Loose: Callers should be removed from the Call Queue if all agents have one of these unavailable statuses: penalty, invalid. NOTE: Startel recommends a No setting. Any other option requires additional configuration, and assistance from Startel. 55

56 Setting Monitor Format Monitor Type Display Refresh Periodic Announce Periodic Announce Frequency Music On Hold Instruction Select Wav from the drop-down menu to indicate a format preference for recorded calls. Wav is the Startel-required setting for call recording. If you DO NOT want calls sent to this queue to be recorded, select N/A. NOTE: Wav files are automatically converted to (smaller) MP3 files. By default, MixMonitor should be entered here to specify the Monitor type you are using for call recording. MixMonitor is the Startel-required setting. This field is reserved for troubleshooting purposes, and should be left blank, unless instructed otherwise by Startel Technical Support. (When used, this setting affects how often the Call Queue status is written to a log file.) If you want to periodically play a recorded announcement to callers waiting in the queue, specify the path to the recording (for example: announcements/90000). NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. If you will play a Periodic Announcement in the Call Queue (for example, All agents are currently assisting other customers. Thank you for your patience. ), enter a value to indicate how frequently (in seconds) the announcement should be repeated. For example, enter 30 if you want 30 seconds between announcements, 60 if you want 60 seconds between announcements, and so on. NOTE: The Periodic Announce feature requires additional configuration. Please contact Startel Technical Support for assistance. If you want to play music to callers on hold in the queue, accept the Startel default setting: Default. NOTE: To implement a non-default option, you will need to configure an additional music source. Contact Startel Technical Support for assistance. 56

57 Setting Service Level Max Callers Timeout Instruction This field is reserved for future use, and should be left blank unless otherwise instructed by a Startel technician. Specify the maximum number of callers who can be waiting in the Call Queue. A value of 0 indicates unlimited. Specify how many seconds an agent s phone should ring before a Timeout is applied to the agent. When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another agent. 20 is entered by default. Retry NOTE: The Startel required value is 0. This indicates how many seconds to wait after a Timeout before ringing the next available agent. Announce Announce Frequency If you want to play a recorded announcement to agents when they answer calls for this queue, specify the path to the recording (for example: announcements/90001). Announcements can be used for agents who answer messages for multiple queues to let them know which queue the call came from, and therefore how to greet or engage the caller (in the case where Startel Agent Interface is not used). This feature can also be used (for such features as Auto Answer) to play any audio file to the agent when the call is answered to signal the agent of the answer. NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. If you want hold times and positions announced to callers in the queue, enter a value to indicate how frequently (in seconds) the announcement should be played. For example, enter 30 if you want 30 seconds between announcements, 60 if you want 60 seconds between announcements, and so on. NOTE: This feature requires additional configuration. Please contact Startel Technical Support for assistance. 57

58 Setting Wrap-Up Time Weight Queue Thank You Queue You Are Next Customized Options Instruction Specify how many seconds after an agent ends a call to wait before sending another call to the agent. By default, 0 is entered, indicating no wait time before a new call can be sent to an agent. This field, reserved for future use, should be left blank unless otherwise instructed by a Startel technician. If you want to play a Thank You announcement to callers waiting in a queue (for example, Thank you for your patience; your call will be answererd momentarily. ), specify the path to the recording (for example: announcements/ 90002). NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. If you want to play a You are Next announcement to the next call to be answered, specify the path to the recording (for example: announcements/90002). NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. This input field is provided in case Startel Technical Support finds it necessary to configure special site-specific options for a Call Queue. No configuration of this field is required. 58

59 Switch Config > Call Queues > Bulk Add Queues Selecting Switch Config > Call Queues > Bulk Add Queues displays a screen that allows you to quickly create multiple Call Queues. If necessary, you can edit individual queues later to configure additional Call Queue details. To quickly generate multiple Call Queues: 1 Select Switch Config > Call Queues > Bulk Add Queues. A dialog like the following opens: 2 Configure settings as described in the following table. 3 When you re finished, click Batch Generating to add the new Call Queues to the Call Queues list. NOTES: Once a Call Queue is created and listed in the Call Queues list, you can configure additional features for the queue by simply clicking on the Queue Name in the first column of the Call Queue list. This opens the Configure Call Queue Details screen that is described on page 52. When you re ready to apply the changes to the Soft Switch, click on the Main Menu bar. Changes are never applied to the switch until you click this button. Call Queue Bulk Generating Settings Setting Queue ID Start At Instruction Accept the default value, or enter a new number for the first Queue ID in the Queue ID range. 59

60 Setting Queue Name Pre-Append Instruction Accept the default pre-append value, or enter a new value to indicate how you want to start each queue name you are creating. By default, q_ is entered. This creates queue names like q_1, q_2, q_3, and so on. NOTE: If you want to create Queue Names that match Queue IDs, as recommended by Startel, clear this field. Clearing the field indicates that no pre-append value should be used for Queue Names. Total Generating Number Ring Strategy Type the number of queues you want to generate. 10 is entered by default. Select from the drop-down menu to indicate the preferred Ring Strategy for the Call Queue. Choices are: ringall: Rings all available agents until one answers. roundrobin: Takes turns ringing each available agent. leastrecent: Rings the agent least recently called by this queue. fewestcalls: Rings the agent with the fewest completed calls from this queue. random: Rings a random agent. rrmemory: Round robin with memory. Takes turns ringing each available agent, remembering where it left off during the last ring pass. linear: Rings in the order specified in a configuration file. If you use dynamic agents, they will be rung in the order in which they were added. wrandom: Rings randomly, but uses each agent's skill level as a weight when calculating their metric. NOTE: Leastrecent is the Startel-recommended setting. Timeout Specify how many seconds an agent s phone should ring before a Timeout is applied to the agent. When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another agent. Retry NOTE: The Startel required Retry value is 0. This indicates how many seconds to wait after a Timeout before ringing the next available agent. 60

61 Switch Config > Call Queues > Call Queue General Options Selecting Switch Config > Call Queues > Call Queue General Options displays a screen whose settings apply globally to ALL Call Queues. NOTE: Most settings in the Global Settings screen can also be configured for individual Call Queues at Switch Config > Call Queues. If you have configured settings for individual Call Queues, those individual settings override global settings in the event of a conflict. To configure global Call Queue settings: 1 Select Switch Config > Call Queues > Call Queue General Options. A dialog like the following opens: 2 Configure settings as described in the table that follows. 61

62 3 When you re finished, click Save to save and close. NOTE: When you re ready to apply the changes to the Soft Switch, click on the Main Menu bar. Changes are never applied to the switch until you click this button. Global Settings for All Call Queues Setting Persistent Members Keep Stats Ring in Use Event Member Status Report Hold Time Instruction Select this checkbox if you want the Soft Switch to remember the agents who were signed in to Call Queues in the event of a Restart. (All calls are disconnected or terminated if a Restart occurs when lines are connected.) N/A (This setting is reserved for future use.) NOTE: Un-checked is the Startel-required setting. When this setting is not checked, the queue avoids sending calls to agents while they are on the phone. NOTE: Checked is the Startel-required setting. Select this checkbox if you want a caller s Hold time to be audibly reported to the agent before the caller is connected to the agent. NOTE: This will add a delay to call handling, as the agent will have to listen to the message before talking to the caller. Autofill Enabling Autofill ensures that waiting callers will be connecting to available agents in a parallel fashion until there are no more available agents, or no more waiting callers. With Autofill is un-checked, the second call in the queue will not be assigned to an agent until the first call in the queue has been answered. Thus, calls that are not answered promptly may slow down the assignment of other calls. NOTE: Checked is the Startel-recommended setting. Autopause Enter a number to indicate how many ignored or rejected assignments can occur before an agent position will be automatically taken OUT of rotation. 62

63 Setting Timeout Restart Join Empty Instruction NOTE: Un-checked is the Startel-required setting. Selecting this checkbox causes the Timeout that occurs when an agent doesn t answer a call to be reset if a BUSY or CONGESTION signal is received for the agent. When this checkbox is un-checked, as required, the Timout is not reset under the described conditions. Select from the drop-down menu to indicate under what conditions, if any, callers can be sent to a Call Queue with no agents, or unavailable agents. Important: See Conditions that make an agent s status Unavailable, below, for Unavailable status definitions.) Choices are: Yes: Callers can be placed in the Call Queue without regard for agents status. No: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these unavailable statuses: penalty, paused, invalid. Strict: Callers will not be placed in the Call Queue if there are no agents, or only agents with these unavailable statuses: penalty, paused, invalid, unavailable. Loose: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these unavailable statuses: penalty, invalid. NOTE: Startel recommends a Yes setting, (recognizing that agents sometimes go out of rotation briefly to complete a task, but for an acceptable amount of time). Any other option requires additional configuration, and assistance from Startel. 63

64 Setting Instruction Conditions that make an agent s status Unavailable For the Join Empty and Leave When Empty settings, the following conditions assign an Unavailable status to agents: Paused: Agent is OUT of rotation, but still signed in to AI. Penalty: Agent s Penalty value (i.e., skill level) is less than QUEUE_MAX_Penalty. Inuse: Agent is currently on a call. Ringing: Agent s phone is currently ringing. Unavailable: Agent is assigned to the queue, but not logged in. Invalid: Agent s phone is in a non-reachable state. Wrap: Agent is currently in wrap time after taking a call. Leave When Empty Select from the drop-down menu to indicate under what conditions, if any, callers can be removed from a Call Queue. Important: See Conditions that make an agent s status Unavailable, above, for Unavailable status definitions.) Choices are: Yes: Callers should be removed from the Call Queue if all agents have one of these unavailable statuses: penalty, paused, invalid. No: Callers should remain in the Call Queue without regard for agents status. Strict: Callers should be removed from the Call Queue if all agents have one of these unavailable statuses: penalty, paused, invalid, unavailable. Loose: Callers should be removed from the Call Queue if all agents have one of these unavailable statuses: penalty, invalid. NOTE: Startel recommends a No setting. Any other option requires additional configuration, and assistance from Startel. 64

65 Setting Monitor Format Monitor Type Periodic Announce Frequency Periodic Announce Instruction Select Wav from the drop-down menu to indicate a format preference for recorded calls. Wav is the Startel-required setting. NOTE: Wav files are automatically converted to (smaller) MP3 files. By default, MixMonitor should be entered here to specify the Monitor type you are using for call recording. MixMonitor is the Startel-required setting. If you will play a Periodic Announcement in Call Queues (for example, All agents are currently assisting other customers. Thank you for your patience. ), enter a value to indicate how frequently (in seconds) the announcement should be repeated. For example, enter 30 if you want 30 seconds between announcements, 60 if you want 60 seconds between announcements, and so on. NOTE: The Periodic Announce feature requires additional configuration. Please contact Startel Technical Support for assistance. If you want to periodically play a recorded announcement to callers waiting in Call Queues, specify the path to the recording (for example: announcements/90000). NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. 65

66 Setting Ring Strategy Instruction Select from the drop-down menu to indicate the preferred Ring Strategy for the Call Queue. Choices are: ringall: Rings all available agents until one answers. roundrobin: Takes turns ringing each available agent. leastrecent: Rings the agent least recently called by this queue. fewestcalls: Rings the agent with the fewest completed calls from this queue. random: Rings a random agent. rrmemory: Round robin with memory. Takes turns ringing each available agent, remembering where it left off during the last ring pass. linear: Rings in the order specified in a configuration file. If you use dynamic agents, they will be rung in the order in which they were added. wrandom: Rings randomly, but uses each agent's skill level as a weight when calculating their metric. NOTE: Leastrecent is the Startel-recommended setting. Music On Hold If you want to play music to callers on hold in a Call Queue, accept the Startel default setting: Default. NOTE: To implement a non-default option, you will need to configure an additional music source. Contact Startel Technical Support for assistance. Service Level Max Callers Timeout This field is reserved for future use, and should be left blank unless otherwise instructed by a Startel technician. Specify the maximum number of callers who can be waiting in a Call Queue. A value of 0 indicates unlimited. Specify how many seconds an agent s phone should ring before a Timeout is applied to the agent. When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another agent. 20 is entered by default. Retry NOTE: The Startel required value is 0. This indicates how many seconds to wait after a Timeout before ringing the next available agent. 66

67 Setting Announce Announce Frequency Wrap-Up Time Weight Queue Thank You Queue You Are Next Instruction If you want to play a recorded announcement to agents when they answer calls, specify the path to the recording (for example: announcements/90001). Announcements can be used for agents who answer messages for multiple queues to let them know which queue the call came from, and therefore how to greet or engage the caller (in the case where Startel Agent Interface is not used). This feature can also be used to play any audio file to the agent when the call is answered, for such features as Auto Answer. NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. If you want hold times and positions announced to callers in a Call Queue, enter a value to indicate how frequently (in seconds) the announcement should be played. For example, enter 30 if you want 30 seconds between announcements, 60 if you want 60 seconds between announcements, and so on. NOTE: This feature requires additional configuration. Please contact Startel Technical Support for assistance. Specify how many seconds after an agent ends a call to wait before sending another call to the agent. By default, 0 is entered, indicating no wait time before a new call can be sent to an agent. This field should be left blank unless otherwise instructed by a Startel technician. If you want to play a Thank You announcement to callers, specify the path to the recording (for example: announcements/90002). NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. If you want to play a You are Next announcement to the next call to be answered, specify the path to the recording (for example: announcements/90002). NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance. 67

68 Setting Customized Options Instruction This input field is provided in case Startel Technical Support finds it necessary to configure special site-specific options for a Call Queue. No configuration of this field is required. Switch Config > Phones Selecting Switch Config > Phones from the Web Config Main Menu displays the features that are used to configure the phones for your system. NOTE: Configuring Phone parameters requires advanced technical knowledge, so Startel will normally assist you with this process. From the Switch Config > Phones opening screen you can: Click to add a new phone extension to your system. (See page 69.) Click to import polycom phones from a.csv file. Select links in the Phone Exten column to review or edit current phone extension settings. Click Enable or Disable to enable/disable a selected phone extension. Click Delete to delete a selected phone extension. 68

69 Use additional sub-menu options to: Add phones in bulk (See page 76.) Define general SIP phone options (See page 78.) NOTE: Startel does not currently support IAX for agent phones. IAX phone configuration will therefore not be documented in this manual. Contact Startel for assistance, if necessary. Adding a SIP Phone Extension Instructions for adding IAX phone extensions (not supported for agent phones) are NOT provided in this manual. If you need to configure IAX phones, contact Startel for assistance. Configuring Phone parameters requires advanced technical knowledge, so Startel will normally configure them for you, or guide you though the process. Once your phones are initially configured, you should be able to add additional phone sets to your site, if necessary, using currently-configured phone parameters as your guide. Follow these steps to add a SIP phone extension to your system: 1 Select Switch Config > Phones from the Web Config Main Menu. 2 Click to display a Phone Quick Add bar. 3 Enter values for the following: Phone Exten: Type a number to identify the extension of the phone that will connect to the Soft Switch. The number following the last assigned extension is entered by default. Protocol: Select SIP from the drop-down menu. Model: If the phone model is Polycom, select Polycom from the dropdown menu. Otherwise, select N/A. MAC Address: If the phone model is Polycom, specify the MAC (Media Access Control) address for the phone extension. (This will be the serial number of the device.) Otherwise you can leave this field blank. Note: This address is also known as a Phone Ethernet Hardware Address. User Full Name: Enter the full name of the person who will use the phone. (This is an optional field.) 4 When you re finished, click Quick Add. 69

70 The Configure Phone Details dialog opens. NOTE: Some settings that you can define for individual phone extensions can also be configured globally for ALL phones. These General settings are configured at Switch Config > SIP Phone General Options. To save time, it makes sense to configure the General options for parameters that will be the same for all phones. Parameters that can be set for both Individual Phones and All phones are outlined in red in the above sample screen. 5 Configure settings as described in the following table. 70

71 6 When you re finished, click Save to save and close. NOTE: When you re ready to apply the changes to the Soft Switch, click on the Main Menu bar. Changes are never applied to the switch until you click this button. Configure SIP Phone Details Settings NOTE: Since Phone Details parameters require advanced technical knowledge, Startel will generally assist you in the configuration of these settings. Setting Enable Phone MAC Address Username Password Encrypt Password Instruction Select or clear this checkbox to enable or disable the phone for service. Specify the MAC (Media Access Control) address for the phone extension. This is also known as a Phone Ethernet Hardware Address. Enter the Username required to register to (communicate with) the switch. (This must be configured for the device as well.) Enter the Password required to register to (communicate with) the switch. (This must be configured for the device as well.) Select this checkbox if you want to store the password in an encrypted format. Note: This setting assumes that the phone supports an encrypted password. Maxexpirey Minexpirey Enter a number to indicate how often (in seconds) a SIP device should automatically re-register with the switch. (After this amount of time, the registration expires.) If nothing is entered, a default of 3600 seconds is used. Enter a number to indicate the minimum amount of time, in seconds, that the switch will assume the SIP device is registered. If nothing is entered, a default of 60 seconds is used. 71

72 Setting Allow Transfer Instruction Select or clear this checkbox to enable or disable call transfers for this phone extension. NOTE: The Startel-recommended setting is unchecked. Allow Overlap Select or clear this checkbox to enable or disable overlap dialing support for this phone extension. Overlap dialing allows more time between dialed digits. With overlap dialing disabled, dialed digits are expected one after another, with very little delay between digits. NOTE: The Startel-recommended setting is unchecked. Qualify Select this checkbox if you want the switch to periodically check to see if the device is reachable. Notes: The value assigned to Qualify Frequency determines how often the device will be checked. For devices at risk of latency issues, such as remote devices, this setting should be checked. Ignore SDP Version Select this option if you want the switch to ignore the SDP (Session Description Protocol) session version number and treat all SDP data as new data. NOTE: The Startel-recommended setting is unchecked. Transport Select from the drop-down menu to specify the appropriate SIP phone signalling protocol for VOIP. Options are: UDP TCP TLS NOTE: The Startel-recommended setting is UDP. 72

73 Setting Video Support Insecure Instruction Select from this drop-down menu to enable or disable video support for this extension. Choices are: Yes: This option enables video for the extension (assuming the device supports video). No: This option (selected by default) disables video for the extension. Always: With this option, RTP ports are always set up for video, even on clients that don't support it. NOTE: The Startel-recommended setting is No. Select No from the drop-down menu. When No is selected, all peer to peer connections are required to authenticate. NOTE: No is the Startel-required setting. Progress Inband Select from the drop-down menu. Choices direct the system as follows when a RING event is requested: Yes: Always send 180 Ringing (if it hasn't been sent yet) followed by 183 Session Progress and in-band audio. No: Send 180 Ringing if 183 has not yet been sent establishing audio path. If audio path is established already (with 183), then send in-band ringing. Never: Whenever ringing occurs, send 180 Ringing as long as "200 OK" has not yet been sent. This option is selected by default. NOTE: The Startel-recommended setting is Never. DTMF Mode Select from this drop-down menu to set the default mode for DTMF (touch-tone) signaling. Choice are: Inband RC2833 Info SIP Info Msg Auto NOTE: The Startel-recommended setting is RC

74 Setting NAT Support Instruction Select Yes for a remote SIP phone that will access the Soft Switch through a firewall. Otherwise, select No. NOTE: NAT, which stands for Network Address Translation, describes a scenario in which a network device (usually a firewall) assigns a public IP address to a computer, or group of computers, inside a private network. Can Re-invite Direct Media Type Select No. (This is a Startel-required setting.) Select No. (This is a Startel-required setting.) Select from the drop-down menu to indicate the phone channel device type you are using. Choices are: Friend: A device type that accepts both incoming and outbound calls. On inbound calls, matches on the From: username. Peer: A device type that also handles both incoming and outbound calls. On inbound calls, only matches on IP/port, not on names. This is mostly used for SIP trunks. User: This is like Friend, used for configuring your local SIP phones. (User authenticates incoming calls, Peer authenticates outgoing calls, and Friend authenticates both.) NOTE: The Startel-recommended setting is Friend. Model Register Exten Scenario Group Host This setting reserved for future use can be ignored for the present. The extension number for the phone (which is assigned automatically in the Quick Add bar) is entered here automatically. Enter the name of the Scenario Group that will be associated with the phone. (For example, Internal.) Enter the IP address or hostname associated with the switch. Normally you should enter dynamic. 74

75 Setting Port Qualify Frequency Hosts Permit Outbound Proxy From Domain From User Voice Mailbox Call Limit Codecs Allow Full Name Caller ID Customized Options Instruction Enter the port number used for SIP, if you re not using the default port (5060). Otherwise, leave this field blank. Enter a value to indicate how often (in seconds) the phone should be qualified (checked to see if it s in rotation). Leave this field blank. Leave this field blank. If you want a Domain name and not an IP address to be used in the From header for outbound calls from this phone extension, enter the Domain name in this field. NOTE: Startel recommends you leave this blank. If you want a user name and not an extension number to be used in the From header for outbound calls from this phone extension, enter the appropriate name in this field. NOTE: Startel recommends you leave this blank for call center agents. This setting is reserved for future use. 100 is entered here by default. Startel recommends you retain this setting. Enter the following into the input field: ulaw, alaw NOTE: This is a Startel-required entry. Enter the full name of the user associated with this phone. Enter a value (digits only) to assign a Caller ID to this phone extension. For example: NOTE: When an agent dials from a Client Account, the Caller ID associated with that account is used instead of this Caller ID. This input field is provided in case Startel Technical Support finds it necessary to configure special site-specific options. No configuration of this field is required. 75

76 NOTES: Startel will assist you with Phone parameters. Some settings that you can define for individual phones can also be configured for ALL phones of the same protocol type. These General settings are configured at Switch Config > SIP Phone General Options. To save time, it makes sense to configure General options for parameters that will be the same for all phones. Parameters that can be set for both Individual Phones and All phones (of the same protocol type) are circled in red in the above screen shots. If you configure settings for individual Phones that conflict with General settings, individual settings override the general in the event of a conflict. Switch Config > Phones > Bulk Add Phones Selecting Switch Config > Phones > Bulk Add Phones displays a screen that allows you to quickly define multiple phones. If necessary, you can edit individual phone configurations later to apply additional phone details. To quickly define multiple phones: 1 Select Switch Config > Call Queues > Bulk Add Queues to open a dialog like the following: 2 Configure settings as described in the table that follows. 76

77 3 When you re finished, click Batch Generating to add the new phones to the Phones list. NOTES: Once a phone is defined and listed in the Phones list, you can configure additional features for the phone by simply clicking on the Phone Extension in the first column of the Phones list. This opens the Configure Phone Details screen that is described on page 71. When you re ready to apply the changes to the Soft Switch, click on the Main Menu bar. Changes are never applied to the switch until you click this button. Agent Phone Bulk Generating Settings Setting Phone Type Instruction Select SIP from the drop-down menu. NOTE: These instructions assume you select SIP. IAX is not supported for agent phones. Configure As Select from the drop-down menu to indicate the phone channel device type you are using. Choices are: Friend: A device type that accepts both incoming and outbound calls. On inbound calls, matches on the From: username. Peer: A device type that also handles both incoming and outbound calls. On inbound calls, only matches on IP/port, not on names. This is mostly used for SIP trunks. User: This is like Friend, used for configuring your local SIP phones. (User authenticates incoming calls, Peer authenticates outgoing calls, and Friend authenticates both.) NOTE: The Startel-recommended setting is Friend. Call Limit Extension Start From Total Generating Number 100 is entered here by default. Startel recommends you retain this setting. Accept the default value, or enter a new value to specify the first phone extension number in the phone range. Type the number of phone extensions you want to generate. 10 is entered by default. 77

78 Setting Default Password Default Password Same to Extension Voice Mailbox Same to Extension Instruction Type the password that should be used to access the switch. Select this checkbox if you want the same password used for every extension. (Passwords can be changed for individual phones later, if necessary.) Select this checkbox if you want phone Voice Mailbox numbers to match their extension numbers. Switch Config > Phones > SIP Phone General Options Selecting Switch Config > Phones > SIP Phones General Options displays a screen whose settings apply globally to ALL SIP phones (see Note text below). NOTE: Some settings in the Global Settings screen can also be configured for individual phones at Switch Config > Phones. If you have configured settings for individual SIP Phones, those individual settings override global settings in the event of a conflict. To save time, it makes sense to configure the General options for parameters that will be the same for all phones. Parameters that can be set for both Individual Phones and All phones are outlined in red in the sample screen below. Follow these steps to configure global SIP Phone settings: 1 Select Switch Config > Phones > SIP Phones General Options. A dialog like the following opens: 78

79 2 Configure settings as described in the table that follows. 3 When you re finished, click Save to save and close. NOTE: When you re ready to apply the changes to the Soft Switch, click on the Main Menu bar. Changes are never applied to the switch until you click this button. SIP Phone Global Settings Setting Scenario Group Instruction Enter the name of the Scenario Group that will be associated with the phones. (For example, Internal.) 79

80 Setting TCP Enable TLS Enable Allow Guest SRV Lookup Qualify Ignore SDP Version Shrink Caller ID Video Support Insecure Instruction Select this checkbox if you want to enable the switch for incoming TCP connections. NOTE: The Startel-recommended setting is unchecked. TLS (Transport Layer Security) is a cryptographic protocol that adds security to Internet communications. Currently, you should leave this setting un-checked; this setting is reserved for future use. NOTE: Un-checked is the Startel-required setting. Selecting this checkbox enables guest calls for SIP phones. Guest calls are outbound calls that are made without authentication. Select this checkbox to enable DNS SRV lookups for Outbound calls. Select this checkbox if you want your system to check phones to see if they re reachable. Select this option if you want the switch to ignore the SDP session version number and treat all SDP data as new data. Select this option if you want characters like parentheses, commas, non-trailing periods, and dashes removed from Caller IDs. Select from this drop-down menu to enable or disable video support for SIP phones. Choices are: Yes: This option enables video for the extension (assuming the device supports video). No: This option (selected by default) disables video for the extension. Always: With this option, RTP ports are always set up for video, even on clients that don't support it. NOTE: The Startel-recommended setting is No. NOTE: The Startel-required setting is No. When No is selected, all peer to peer connections are required to authenticate. 80

81 Setting Progress Inband Instruction Select from the drop-down menu to indicate how the system should respond when a RING event is requested: Yes: Always send 180 Ringing (if it hasn't been sent yet) followed by 183 Session Progress and in-band audio. No: Send 180 Ringing if 183 has not yet been sent establishing audio path. If audio path is established already (with 183), then send in-band ringing. Never: Whenever ringing occurs, send 180 Ringing as long as "200 OK" has not yet been sent. This option is selected by default. NOTE: The Startel-recommended setting is Never. DTMF Mode Select from the drop-down menu to set the default mode for DTMF (touch-tone) signaling. Choice are: Inband RC2833 Info SIP Info Msg Auto NOTE: The Startel-recommended setting is RC2833. NAT Support Can Re-invite Direct Media UDP Bind Address TCP Bind Address Select Yes for remote SIP phones that will access the Soft Switch through a firewall. Otherwise, select No. Select No. (This is a Startel-required setting.) Select No. (This is a Startel-required setting.) This setting provides the IP address to bind UDP listen sockets to. Startel recommends you leave this field blank, which defaults to (this binds to all interfaces). Optionally, you can add a port number e.g., :5062 (default port is 5060). This setting provides the IP address to bind TCP listen sockets to. Startel recommends you leave this field blank, which defaults to (this binds to all interfaces). Optionally add a port number e.g., :5062 (default port is 5060). 81

82 Setting SIP Realm SIP User Agent Qualify Frequency Hosts Permit Codecs Permit SIP Domain Transport Caller ID SIP SDP Session SIP SDP Owner More Options Instruction Specify the realm for digest authentication in SIP messages. Specify the user agent string for SIP messages. Enter a value to indicate how often (in seconds) the phone should be qualified (checked). Leave this field blank. Enter the following into the input field: ulaw, alaw NOTE: This is a Startel-required entry. Leave this field blank. This entry specifies the Transport protocol that should be used for the SIP phones. UDP is the Startel-required protocol, and is entered by default. Note: If you need to use a different Transport protocol, such as TCP or TLS, it will be necessary to consult with Startel Technical Support about additional required configuration. Leave this field blank. Leave this field blank. Leave this field blank. This input field is provided in case Startel Technical Support finds it necessary to configure special site-specific options. No configuration of this field is required. 82

83 Switch Config > Trunks Selecting Switch Config > Trunks from the Web Config Main Menu displays a screen that is used to define and manage trunks for your system. NOTE: Trunks are normally configured for you by Startel. From the Switch Config > Trunks screen you can: Click to add a new trunk to your system. (See Adding a Trunk, below.) Click on a Trunk Name link to review or edit current trunk settings. Click Enable or Disable to enable/disable a selected trunk. Click Delete to delete a selected trunk. Adding a Trunk Follow these steps to add a trunk: 1 Select Switch Config > Trunks from the Web Config Main Menu. 2 Click to display a Quick Add bar. 3 In the fields labeled Quick add a Trunk, enter values for the following: Trunk Name: Type a trunk name, or skip to accept the default name (t_1, t_2, etc.) 83

84 Trunk Type: Select from the drop-down menu to identify the trunk type: SIP or IAX. Trunk Description: Type a description for the trunk. 4 When you re finished, click Quick Add. The Configure Trunk Details dialog opens. 5 Configure additional settings, if necessary, as described in the table that follows. When you re finished, click Save to save and close. 6 If you re ready to apply the changes you made to the Soft Switch, click on the Main Menu bar. Configure Trunk Details Settings Setting Enable This Trunk Trunk Type Instruction Select or clear this checkbox to enable/disable the trunk for service. Select from the drop-down menu to identify the trunk type: SIP or IAX. 84

85 Setting Trunk Name Caller ID Trunk Description Trunk Details Register String Instruction The Trunk Name entered in the Quick Add bar is entered here automatically. You can change the trunk name, if necessary. Specify the Caller ID for outbound calls. The Trunk Description entered in the Quick Add bar is entered here automatically. You can change this description, if necessary. Note: A Trunk Description is not mandatory, but it s useful for distinguishing one trunk from another, if necessary. This area is for specifying trunk details that are necessary for communication between the phone company (or another switch) and the Soft Switch. Contact Startel for assistance. If the other switch requires the Startel Soft Switch to register, enter the registration string here. Note: You will need to get this string from the phone company or whoever is managing the connected switch. Switch Config > Conferences Selecting Switch Config > Conferences from the Web Config Main Menu displays a screen that you can use to define conference bridges for your system. NOTE: These conference bridges are NOT the same as the Meet Me bridges that can be defined using the Admin Controls Meet Me plug-in. 85

86 From the Switch Config > Conferences screen you can: Click to add a new conference bridge. ("Adding a Conference Bridge", below.) Click to review or edit settings for an existing conference bridge. Click to delete an existing conference bridge. Adding a Conference Bridge Follow these steps to add a new conference bridge: 1 Select Switch Config > Conferences from the Web Config Main Menu. 2 Click to display a Quick Add bar. 3 In the fields labeled Quick add a Conference, enter values for the following: Conference ID: Type an ID number for the conference bridge, or skip to accept the default ID (100, 101, 102, etc.). User Pin: Specify a string of digits to serve as a User Pin for accessing the conference bridge. Admin Pin: Specify a string of digits to serve as an Administrator Pin for accessing the conference bridge. 4 When you re finished, click Add. The new conference bridge is now listed in the Conferences list. (There are no more parameters to define.) If you later want to edit the values you assigned, you can click the for the conference and make changes in a pop-up screen. button NOTE: When you have defined conference bridges for your system, callers will access these bridges as defined by the Scenarios associated with their calls. 86

87 Switch Config > Global Features Selecting Switch Config > Global Features from the Web Config Main Menu opens a dialog box that you can use to configure global settings for your Soft Switch. Defining Global Switch Settings Follow these steps to define Global Soft Switch settings: 1 Select Switch Config > Global Features from the Web Config Main Menu. 2 In the dialog box that opens, configure settings as described in the table that follows. 3 When you re finished, click Save to save and close. 4 To apply the changes to the Soft Switch, click on the Main Menu bar. Global Switch Features Settings Setting Parking Hints Parking Extension Instruction Leave this setting (used for troubleshooting purposes) unchecked. Specify the extension that should be used for parked calls. 700 is entered by default. 87

88 Setting Parking Context Parking Music Class Blind Transfer Disconnect Auto MixMonitor Auto Monitor Callback Original Parking Lot Instruction Parkedcalls is entered here by default. NOTE: This is a Startel-required entry. If you want to play music to callers who are parked, accept the Startel default setting: Default. NOTE: To implement a non-default option, you will need to configure an additional music source. Contact Startel Technical Support for assistance. Specify the code that should be used to perform a blind transfer. # is entered by default. A blind transfer is a call transfer that disconnects the agent from the call once the transfer is initiated. Specify the code that should be used to disconnect a call. *0 is entered by default. NOTE: Additional programming is necessary To implement this feature. Contact Startel Technical Support for assistance. This setting specifies the code that should be used to record a call using MixMonitor. *3 is entered by default. This is a Startel-required setting. NOTE: Additional programming is necessary To implement this feature. Contact Startel Technical Support for assistance. This setting specifies the code that should be used to record a call using Monitor. *1 is entered by default. This is a Startel-required setting. NOTE: Additional programming is necessary To implement this feature. Contact Startel Technical Support for assistance. Select this checkbox if you want a parked call sent back to the original agent if the parked call times out. When this option is not enabled, a parked call goes back to the Call Queue. Specify a value range to identify the extensions that should be used for parked calls is entered by default. (It will not normally be necessary to change this.) 88

89 Setting Parking Time Pickup Extension Supervision Transfer Park Call Customized Options Instruction Specify a value to indicate the maximum number of seconds a call can be parked. 45 is entered by default. Specify the code that should be used to pick up a parked call. *8 is entered by default. NOTE: Additional programming is necessary To implement this feature. Contact Startel Technical Support for assistance. Specify the code that should be used to perform a Supervised (attended) transfer. *2 is entered by default. In a Supervised Transfer, the original agent is part of the transfer until he/she disconnects from the call, which completes the transfer. NOTE: Additional programming is necessary To implement this feature. Contact Startel Technical Support for assistance. Specify the code that should be used to park a call. *72 is entered by default. NOTE: Additional programming is necessary To implement this feature. Contact Startel Technical Support for assistance. This input field is provided in case Startel Technical Support finds it necessary to configure special site-specific options for a Call Queue. No configuration of this field is required. 89

90 See "Visual Dialplan Summary" on page 19 for summary information on each of the Visual Dialplan sub-sections. VISUAL DIALPLAN The Visual Dialplan section of the Web Config interface is where you define and manage Scenarios and Scenario Groups for your site. This is also where you set up the table or tables used to route calls in your system. (Defining a Routing Table is mandatory. You may or may not need to define a Lookup Table or One Number Lookup Table.) Visual Dialplan also contains a section for managing system Audio Files. NOTE: See the first two sections of Chapter 1 for general information on Scenarios, Scenario Groups, the Lookup Table, the One Number Lookup Table, and the Routing Table. To access this section, select Visual Dialplan, then select an item from the dropdown menu. Refer to the following topics for details on the screens and settings associated with each Visual Dialplan menu item: Visual Dialplan > Scenario Groups (page 91) Visual Dialplan > Scenario List (page 93) Visual Dialplan > One Number Lookup (page 114) Visual Dialplan > Lookup Table (page 117) Visual Dialplan > Routing Table (page 119) Visual Dialplan > Audio Files (page 124) 90

91 Visual Dialplan > Scenario Groups Selecting Visual Dialplan > Scenario Groups from the Web Config Main Menu displays the screen that is used to define and manage Scenario Groups for your system. Scenario Groups which will be defined for your system by Startel are used as a means of identifying or assigning the entry points (i.e., the ports or network connections) that should be used for the calls that flow in and out of your system. Most sites will use two primary Scenario Groups Incoming and Outdials which differentiate between incoming and outgoing calls. Additional Groups are sometimes used to differentiate between different types of incoming or outgoing calls. For example, a Central Office group can be used for incoming DIDs, and an Internal group for incoming calls from SIP phones. In any case, Startel will instruct you on how to use the Scenario Groups that are defined and best suited for your particular system. And Startel will normally define all needed Scenario Groups for you. This section of the manual is provided for advanced users and Startel personnel only. From the Visual Dialplan > Scenario Groups screen you can: Click to add a new Scenario Group to your system. (See page 92.) Click to review or edit settings for an existing Scenario Group. Click to delete an existing Scenario Group. NOTE: When a Scenario has been assigned to a Scenario Group, it is listed in the Group Members column of this screen, as shown above. For more on Scenarios, see the first two sections of Chapter 1, and "Visual Dialplan > Scenario List" on page

92 Adding a Scenario Group Scenario Groups are normally defined by Startel technicians. Instructions are provided here for Startel personnel and advanced users only. Follow these steps to add a Scenario Group to your system: 1 Select Visual Dialplan > Scenario Groups from the Web Config Main Menu. 2 Click to display a Scenario Group Quick Add bar. 3 In the fields labeled Quick add one Scenario Group, do the following: Scenario Group: Type a unique name for the Scenario Group. Names can be a maximum of 20 characters, and can contain letters, numbers, and the underscore character. (Spaces cannot be used). If you enter an invalid name, an error is reported. Description: Type a description for the Scenario Group. When you re finished, click Add. The Scenario Group is now listed in the Scenario Groups list. 4 Locate the new item in the Scenario Groups list. Then select the icon in the item s Actions column. A dialog like the following opens, with the values you supplied in Step 3 entered in the Scenario Group and Description fields: 5 In the area labeled Scenario Group Including, you need to type a short text instruction. (For example, the string entered for the CentralOffice Scenario Group is include =>Incoming.) Contact Startel for assistance with this parameter. 6 When you re finished, click Save to save and close. 92

93 Visual Dialplan > Scenario List For more on Scenarios, see the first two sections of Chapter 1. Selecting Visual Dialplan > Scenario List from the Web Config Main Menu displays the screen that is used to define and manage Scenarios for your system. Scenarios are sets of instructions used by the Soft Switch to determine how calls of different types should be handled. If your call center provides the same set of services to all clients, and all agents can answer all calls, you may only need to define a single Scenario. However, most call centers require multiple Scenarios, each providing a different set of services for clients with distinct and separate needs. For example, one Scenario might be set up to play a recording, then route calls to Voice Mail. Another might send calls directly to live agents. Another might play a recording, then route calls to agents or Voice Mail depending on the time of day and so on. Understanding Scenarios & Base Scenarios Before you jump into defining Scenarios, it s important to understand that there are two different types of Scenarios that can be defined using Visual Dialplan > Scenario List features: Scenarios and Base Scenarios. Startel will normally assist you in designing the final Scenarios for your system. A Base Scenario is a pre-defined Scenario that another Scenario can reference. It will normally describe most (if not all) of what the Soft Switch needs to do to process a call. What makes it usable as a base is that it uses variables and not specific values for things like Call Priority and Call Queue IDs. (Specific values for such parameters are provided in a Scenario that references the Base Scenario.) When you purchase the Soft Switch from Startel, it comes with a set of predefined Base Scenarios that are designed specifically to meet customer needs. Using these as a starting point, you can typically define Scenarios that require very little additional programming. Before you attempt to define your own Base Scenarios, it s recommended that you examine the pre-defined bases first. If none is exactly what you need, but there is one that s close, you may want to use that one as a starting point, instead of starting a new one from scratch. (Note, however, that if you do edit a Base Scenario, it will impact all Scenarios that reference that base.) If you do need to define or edit a Base Scenario, and need help, contact Startel Technical Support for assistance. For details on the Base Scenarios available at the time of this writing, "Startel Pre-Defined Base Scenarios" on page 103. A Scenario is the start- to-finish road map describing where a call needs to go and how it should be handled, including relative call priority, the Call Queue to which calls should be directed, and any client or queue throttling that should be applied to the call. It s not mandatory for a Scenario to have a Base Scenario. If you like, you can build a Scenario completely from scratch. However, the simplest way to define a Scenario is typically to reference a Base Scenario, then add specific values using the Call Flow Code Block feature described on page

94 From the Visual Dialplan > Scenario List screen you can: Click to add a new Scenario to your system. (See Adding a Scenario, below.) Click (first) to batch import a list of Scenarios from an XML file. (See page 112.) Click (second) to batch import a list of Scenarios that were exported to a CSV file from the Digital Switch. (See page 112.) To select a listed Scenario, select the checkbox in the farright column. Click on a name link in the Scenario column to review or edit current Scenario settings. Click Enable or Disable to enable/disable a selected Scenario. Click Delete to delete a selected Scenario. Adding a Scenario The procedure for Adding a Scenario is broken down here into the following three steps: "Step1: Configuring General Scenario Settings" on page 95. "Step 2: Defining Extension Patterns for a Scenario" on page 97. "Step 3: Defining Scenario Call Flow" on page

95 Step1: Configuring General Scenario Settings Follow these steps to start defining a Scenario for your system: 1 Select Visual Dialplan > Scenario List from the Web Config Main Menu. 2 Click to display a Scenario Quick Add bar. 3 Open the Scenario Group drop-down menu and select the appropriate Scenario Group. This will normally be Incoming. Consult Startel if you don t know which Scenario Group to select for a Scenario you are defining. 4 In the Scenario Name field, enter a name for the Scenario, or skip this step to accept the default name. Scenario names can be a maximum of 20 characters, and can contain letters, numbers, and the underscore character. (Spaces cannot be used). If you enter an invalid name, an error is reported. 5 When you re finished, click Quick Add. The Individual Scenario Settings dialog opens with the General tab selected. NOTE: This screen has three tabs: General, Extension Patterns, and Customized Arguments. The Extension Patterns tab is described on page 97. The Customized Arguments tab is reserved for advanced users, and should be ignored unless assisted by Startel. 95

96 6 Configure settings as described in the table that follows. 7 When you re finished, click Save to save and close. Then continue with "Step 2: Defining Extension Patterns for a Scenario" on page 97. Individual Scenario Settings: General Tab Setting Enable this Scenario Scenario Name Scenario Group Scenario Priority Answer First Ring First Hangup Last Scenario Description Instruction Select or clear this checkbox to enable/disable the Scenario for service. The Scenario name that was assigned previously is entered by default. You can change this name here, if necessary. Scenario names can be a maximum of 20 characters, and can contain letters, numbers, and the underscore character. (Spaces cannot be used). If you enter an invalid name, an error is reported. Note: Startel currently employs, and recommends, a naming convention for Scenarios. (This is not a rule, just a recommendation.) Using this convention, a name will have multiple segments separated by an underscore. The first segment will be a functional descriptor; the second, a Call Priority value; the third, a Call Queue ID, the fourth, a Client Throttle, the fifth, a Call Queue Throttle (for example, LIVE_30_10_10_0). If you assigned the Scenario to a Scenario Group in Step 3, the selection is shown here. Otherwise N/A is displayed. Enter a numeric value to indicate a Scenario s priority with respect to other Scenarios that are assigned to the same Scenario Group. 0 should be entered to indicate highest priority. Higher values indicate lower relative priority. Select this checkbox if you want an answer signal sent immediately back to the phone company (or other switch) when calls for this Scenario enter the switch. N/A Select this checkbox if you want to hang up on the caller at the very end of the Scenario Call Flow. Enter text describing the Scenario. (This is optional, but helpful.) 96

97 Step 2: Defining Extension Patterns for a Scenario The Extension Patterns tab of the Individual Scenario Settings screen is used to identify phone extension patterns that should be recognized for inbound calls associated with the Scenario. By default, Scenarios are configured to recognize any number that is two digits or longer, as indicated by the following entry: _X. (The period at the end acts as a wildcard for any number of digits.) It will only be necessary to change this setting if the default entry is not appropriate. For example, if you wanted to dedicate a Scenario to one or two incoming phone numbers only, you would need to change the default entry to specify those specific numbers. Or, if you wanted a Scenario to accept calls for a specific area code only for example, 949 you could set that up by entering this: _949X. Follow these steps to define an extension pattern (or patterns) for a Scenario, if necessary: 1 If it s not already open, select Visual Dialplan > Scenario List from the Web Config Main Menu to display the Scenarios List page. 2 Locate the Scenario you re working on, then open it by clicking the name link in the Scenario column. 97

98 3 In the dialog that opens, click the Extension Patterns tab to display the default Extension Patterns entry. By default, _X. is entered. This instructs the Scenario to accept any incoming number that is two or more digits. (X is a wildcard for a single digit, and the period that follows stands for any number of digits.) 4 If this default value doesn t work for the Scenario you are defining, you can change this value, as appropriate. For example: If you want only specific phone numbers accepted for the Scenario, enter the exact numbers here, one per line, with NO leading underscore(s). (For example, ) If you want only numbers with a specific area code accepted for the Scenario, enter an underscore, the area code, and X followed by a period. (For example, _949X. to indicate all numbers with a 949 area code.) NOTES: All entries in this screen except exact numbers must begin with an underscore. If you want to specify multiple extension patterns for a Scenario, enter each on a separate line. You can mix and match in this screen, as long as every separate entry is on a single line. For example, you could indicate an exact incoming phone number on the first line, and phone numbers with two specific area codes on the next two lines. 5 When you re finished, click Save to save and close. 98

99 Details on Call Flow elements used in Base Scenarios are provided on page 107. Step 3: Defining Scenario Call Flow Once basic Scenario parameters are defined, as described above, it s necessary to define the Scenario Call Flow. The Call Flow determines what happens to calls associated with the Scenario once they enter the system. For example, are the calls sent directly to a Call Queue associated with live agents? Which Call Queue are the calls sent to? Is a recorded announcement played to callers first? Is the call sent to an alternate Scenario during a certain time of day? Is music played to callers on Hold? And so on. Some aspects of Call Flow are relatively simple. Others are more complex. The guidelines that begin on the next page provide general information on how to configure and manipulate Call Flow elements. Call Flow elements are the building blocks that define what happens to a call when it enters the Startel system. For specific information, or for assistance defining Scenario Call Flows for your site, please contact Startel. Follow these guidelines when configuring a Scenario Call Flow: 1 If it s not already open, select Visual Dialplan > Scenario List from the Web Config Main Menu to display the Scenarios List page. 2 Locate the Scenario you re working on. 3 Double-click the icon that appears by default in the Call Flow column. NOTE: The contents of the Call Flow column may not accurately reflect the number of elements used in a Scenario. For typical screen resolutions, a maximum of three elements are shown in the column. 99

100 A screen like the following opens: Notice the icons that appear in this screen. These represent available Call Flow elements. Some you will need, and many you will not need. Notice also that this screen has multiple tabs. Each contains a different set of Call Flow elements. To define each element that you need in a Scenario, you will drag the icon down to the lower part of the screen, double-click on it, then configure pop-up parameters. For example: To assign a Call Queue to a Scenario, you ll drag the (Call Queue) icon down, double-click on it, and configure settings like the following: 100

101 When you re finished configuring all the different elements you need, you end up with a screen containing element icons separated by arrows: The order of the elements in the screen determines the order of actions that occur when a call enters the switch. The arrows are not elements; they simply represent the forward sequence of events. NOTE: Once you ve dragged a Call Flow element down to the configuration area, that element appears in the Configuration area no matter which tab is selected in the Call Flow screen. To move an element to another location in the sequence: Drag it and hover it over the icon that is currently at the location where you want to move it. When you see the other icon move, drop it at the new location. To delete an element: Drag the icon to the garbage can in the lower-right corner of the screen. NOTES: Remember: Your Soft Switch comes with a set of pre-defined Scenarios that are designed to minimize the need to add new ones. If you DO need to define a new Scenario, the easiest way to do it may be to edit an existing pre-defined Scenario. Please note: If you alter a Base Scenario, it will affect all Scenarios that reference that base. If you need assistance defining a Scenario for your system, contact Startel Technical Support. 101

102 A Note About the Code Block Element Since Startel will normally define your Scenarios for you, this manual does not cover all the different elements that can be used to define a Scenario Call Flow (of which there are many). However, since the Code Block element is fundamental to most Startel-defined Scenarios and Base Scenarios (and since the variables or arguments used in Code Blocks are mentioned elsewhere in this document) it s probably a good idea to mention a couple of things about this particular element. The code block icon looks like this and it opens a dialog box like this: Unlike most Call Flow elements, this one consists primarily of a field for inputting programming code. In a Scenario, this code normally contains a reference to a Base Scenario, and arguments that supply values to variables defined in the Base Scenario. For example, in this same Code Block, 30, 10, 10, and 0 are first, second, third, and fourth arguments supplied to the LiveAnswer-base Scenario. (The fourth argument is inactive in the Base Scenario.) You will see arguments and variables referenced in "Startel Pre-Defined Base Scenarios" on page 103. NOTE: For details on additional elements used in the Startel pre-defined Base Scenarios, see "Call Flow Elements Used in Base Scenarios" on page

103 Startel Pre-Defined Base Scenarios At the time of this writing, the following six Base Scenarios are delivered with the Startel Soft Switch. NOTES: Your Soft Switch may be set up with additional Base Scenarios designed specifically for your site. Please note the following with respect to Call Priority values, which are set in all the described Base Scenarios. Calls with the highest values are answered most quickly. (A higher priority call will always jump ahead of lower priority calls waiting in the Call Queue.) 30 is typically used to indicate a normal priority. Please note the following with respect to Client Throttling values, which are set in all the described Base Scenarios. The Client Throttle determines how many calls for a client will be accepted before a busy signal is issued. Assigning a 0 value means no Client Throttle. All Base Scenarios are set up to record calls (assuming that the associated Call Queues supports recording). If you do NOT want some calls recorded, disable recording for the Call Queue(s) to which those calls are assigned. (To disable recording for a Call Queue, select N/A for the Monitor Format setting described on page 65.) For details on the Call Flow elements that are used in the pre-defined Base Scenarios, see page 107. Base Scenario Name VSR_VP Description The VSR_VP Base Scenario: Sends the call to an external Voic system without an offset of the Client ID. 103

104 Base Scenario Name LiveAnswer-base Description The LiveAnswer-base Base Scenario: Sets the Call Queue Priority value, defined here as a variable. The final value must be supplied as a first argument in a Scenario that references this base. The call type at this point will be reported to agents as an F. Sends the call to a Call Queue with ringing until it s answered by an agent. The Call Queue is defined here as a variable. The final value must be supplied as a second argument in a Scenario that references this base. Sets the Client Throttle value, defined here as a variable. The final value must be supplied as a third argument in a Scenario that references this base. Records the call (if recording is supported by the Call Queue). NOTE: The only difference between this base and LiveAnswerMbase is that ringing (and not music) is heard by callers waiting in the Call Queue. LiveAnswerM-base The LiveAnswerM-base Base Scenario: Sets the Call Queue Priority value, defined here as a variable. The final value must be supplied as a first argument in a Scenario that references this base. The call type at this point will be reported to agents as an F. Sends the call to a Call Queue with music played until it s answered by an agent. The Call Queue value is defined here as a variable. The final value must be supplied as a second argument in a Scenario that references this base. Sets the Client Throttle value, defined here as a variable. The final value must be supplied as a third argument in a Scenario that references this base. Records the call (if recording is supported by the Call Queue). NOTE: The only difference between this base and LiveAnswer-base is that music (and not ringing) is heard by callers waiting in the Call Queue. 104

105 Base Scenario Name GenAA-base PAA-base Description The GenAA-base Base Scenario: Sets the Call Queue Priority value, defined here as a variable. The final value must be supplied as a first argument in a Scenario that references this base. The call type at this point will be reported to agents as an F. Sends the call to a Call Queue with ringing until it s answered by an agent. The Call Queue is defined here as a variable. The final value must be supplied as a second argument in a Scenario that references this base. Sets the Client Throttle value, defined here as a variable. The final value must be supplied as a third argument in a Scenario that references this base. Plays a Generic Automated Announcement if the call is not answered within 18 seconds (this timer is typically adjusted during the installation). When the announcement is finished, sends call back to the Call Queue (defined as a second argument ), with music played until it is answered. Note: The call type at this point will be reported to agents as an f. Records the call (if recording is supported by the Call Queue). The PAA-base Base Scenario: Sets the Call Queue Priority value, defined here as a variable. The final value must be supplied as a first argument in a Scenario that references this base. The call type at this point will be reported to agents as an F. Sends the call to a Call Queue with ringing until it s answered by an agent. The Call Queue is defined here as a variable. The final value must be supplied as a second argument in a Scenario that references this base. Sets the Client Throttle value, defined here as a variable. The final value must be supplied as a third argument in a Scenario that references this base. Plays a Personalized Automated Announcement if the call is not answered within 18 seconds (this timer is typically adjusted during the installation). When the announcement is finished, sends the call back to the Call Queue (defined as a second argument ), with music played until it is answered. Note: The call type at this point will be reported to agents as an f. Records the call (if recording is supported by the Call Queue). 105

106 Base Scenario Name PAAI-base Description The PAAI-base Base Scenario: Sets a Call Queue Priority value, defined here as a variable. The final value must be supplied as a first argument in a Scenario that references this base. Sets the Client Throttle value, defined here as a variable. The final value must be supplied as a third argument in a Scenario that references this base. Immediately answers a call and plays a Personalized Automated Announcement. When the announcement is finished, sends the call into a Call Queue (defined as a second argument ) with music played until it is answered. Note: The call type at this point will be reported to agents as an f. Records the call (if recording is supported by the Call Queue). 106

107 Note: The Time Period Based Jump element described on page 111 is not the only Conditional Scenario element. However, most others require the use of programming code, and will therefore require assistance from Startel. Call Flow Elements Used in Base Scenarios Since Startel normally defines both Base Scenarios and Scenarios for customer sites, and since most available Call Flow elements will probably never be used by most sites, this manual does not document all the Call Flow elements that are available. However, the Call Flow elements that are used in the standard predefined Base Scenarios, and a Time-Period-Based Jump element (which allows you to add Time-based conditions to Scenarios), are described below. For each described element, you will see: The icon that identifies the element. The Call Flow screen tab in which the element is found. The element name, and how to configure the element. Icon Tab Name & Associated Settings General Dial to Destination Element This element sends calls to a specific phone number. Settings work as follows: Dial Destination: This sets the call destination. You have the option of selecting from a drop-down list, or typing an entry, as shown above. When a variable is entered, the value is provided by the Scenario that references the Base Scenario containing this element. (In the sample above, ${EXTEN} represents the phone number that will be dialed.) Dial Timeout: This sets the number of seconds to ring the extension before the ringing times out. If you leave this field empty, the phone will ring until the phone is answered or the calling party hangs up. Generate ringing tone for calling party: Selecting this checkbox causes the calling party to hear ringing before the call is answered. When this is not selected, the caller will hear whatever is generated by the target destination. Allow calling party transfer call: Selecting this checkbox allows the calling party to transfer the call. Allow agent transfer call: Selecting this checkbox allows the agent at the designated extension to transfer the call. Continue when agent hangs up: Selecting this checkbox directs the switch to implement the next element in the Scenario after the agent at the dialed destination hangs up. 107

108 Icon Tab Name & Associated Settings General Play Back Voice Prompt Element This element plays a voice prompt to a caller. Settings work as follows: Playback Audio File: This determines the voice file that is played. You have the option of selecting a file from the drop-down list, or typing an entry, as shown above. When a variable is entered, the value is provided by the Scenario that references the Base Scenario containing this element. Playback bypass with a DTMF: Selecting this checkbox allows the caller to bypass the recording using a DTMF code. General Call Queue Element This element sends calls to a particular Call Queue, and enables/disables a number of additional options. Settings work as follows: Call Queue: Specifies the Call Queue to be used by the associated Scenario. You have the option of selecting a Call Queue from the drop-down list, or typing an entry, as shown above. When a variable is entered, the value is provided by the Scenario that references the Base Scenario containing this element. Queue Timeout: Specifies the number of seconds after which, if a call is not answered by an agent assigned to the queue, the next step in the Call Flow is implemented. 108

109 Icon Tab Name & Associated Settings Call Queue Element - Continued... Ring instead of playing MOH: Selecting this checkbox causes callers to hear ringing instead of music while on Hold. Allow calling party to transfer call: Selecting this checkbox allows a calling party to transfer the call. Allow Agent transfer call: Selecting this checkbox allows the agent to transfer the call. Continue when agent hangs up: Selecting this checkbox allows a call to continue after the agent hangs up. When this checkbox is not selected, the call is disconnected from the system when the agent disconnects. General Code Block Element This element provides instructions to the Soft Switch using programming code. When you use this element in a Scenario that references a Base Scenario, you supply specific values for variables entered in the Base, as shown here. In this sample Code Block element (which points to the LiveAnswer-base Scenario), the values inside the parentheses (30, 10, 10, 0) supply Call Priority, Call Queue ID, Client Throttle, and Call Queue Throttle values to variables entered as ${ARG1}, ${ARG2}, ${ARG3}, and ${ARG4} in the Base Scenario. (Client Throttle determines how many calls for a client will be accepted before a busy signal is issued. Call Queue Throttle sets the maximum number of calls that can be waiting in a Call Queue. A 0 value indicates an unlimited number.) NOTE: Startel will normally configure this element, since it requires specific programming knowledge. 109

110 Icon Tab Name & Associated Settings Startel Startel Set Call Type Element This element, when activated in a Call Flow, determines the Call Type that is displayed in Agent Interface. Choices are: H - Hold I - Incomplete C - Check In A - Action P - Parked T - Thru Connect r - Ring, No Answer b - Busy M - Meet Me Page B - Bridge Call f - PAA Call New Call Queue h - PAA Call Hold Call Queue v - VSR Call t - Telset Call x - VSR Transcription a - Auto Answer Startel Startel Change Client ID Element This element is used to change the Client ID associated with a call. You have the option of selecting a specific Client ID from a drop-down list, or typing an entry, as shown here. When a variable is entered, the value is provided by the Scenario that references the Base Scenario containing this element. 110

111 Icon Tab Name & Associated Settings Call Flow Time Period Based Jump Element This element allows you to define a Scenario with two different time-dependent paths. For example, you could set up a Scenario that sends callers to one Call Queue between the hours of 8:00 am and 5:00 pm, and to another Call Queue after hours. NOTE: This element simply defines the time conditions for the dual paths. Once you define this element, the Call Flow display splits into two sections: one for defining a YES path (yes, this specified time is true ), and one for defining a NO path (no, this time is not true ). Settings work as follows: Jump Label: Displays a read-only label assigned to the Jump element by default. (Note: When you Save this element, two Jump elements are added to the Call Flow display: one with this number, and one with the same number, but followed by -0 instead of -1. The -1 identifies the YES branch of the Scenario. The -0 identifies the NO branch.) Time [H:M]: From and To input fields allow you to specify the time period during which the YES Scenario path should be used. Times should be entered as Hours and Minutes, in Military format. For example, in this format, 12:00 midnight should be entered as 0:00,12:00 noon is 12:00, 6:00 PM is 18:00, 11:30 PM is 23:30, and so on. Day of Week: Two input fields allow you to specify the days of the week during which the YES Scenario path should be used. For example, enter mon - fri for Monday through Friday. (Enter days as sun, mon, tue, wed, thu, fri, sat in upper, lower, or mixed case.) Day of Month: Two input fields allow you to specify the days of the month during which the YES Scenario path should be used. For example, enter 1-7 for the 1st through the 7th of the month. Month: Two input fields allow you to specify the months during which the YES Scenario path should be used. For example, enter jan - dec if it should be used all year, or jan- jan if it should be used in January only, and so on. (Enter months as jan, feb, mar, apr, may, jun, jul, aug, sep, oct, nov, dec in upper, lower, or mixed case.) 111

112 Importing to Visual Dialplan > Scenarios from an.xml File This feature, which was developed for a very specific one-time usage, will not be applicable, or useful, to most sites. (And it may be removed in the future.) If you are instructed to use this feature, contact Startel for assistance, if necessary. Importing to Visual Dialplan > Scenarios from a.csv File If your Startel system is converting from a Digital Switch to a Soft Switch, you can use a Visual Dialplan Import feature to transfer Split Group data to your Soft Switch Scenarios. Consult Startel for information on how to export Split Group data to a compatible CSV file. Here is a simple example of what an import-ready CSV file might look like opened in Notepad: Follow these steps to import Split Group Data to Soft Switch Scenarios: 1 Select Visual Dialplan > Scenario List from the Web Config Main Menu. 2 Click (second) to open the following prompt: 3 If you want the first row of the file to be interpreted as column names, select the checkbox. 112

113 4 Use the Browse feature to specify the path to the CSV file. Then click Import. A Step 2 prompt is displayed: 5 For each listed Split Group, select from the drop-down menus to assign the appropriate Scenario Group and Scenario. 6 Click Finish. 113

114 Visual Dialplan > One Number Lookup Selecting Visual Dialplan > One Number Lookup displays a screen from which you can define and maintain a One Number Lookup Table. To edit an item listed in the One Number Lookup table, click the number in the DID column. To enable, disable, or delete an item, select the item, then click Enable, Disable, or Delete at the bottom of the list. A One Number Lookup Table is an optional Soft Switch feature that can save you money by allowing you to provide the same DID to multiple clients, or all clients. It works like this: When a DID enters the Soft Switch, and your site has a One Number Lookup Table, the One Number Lookup table is checked for that DID. If the DID is listed there, the ANI or RDNIS associated with the call is used to lookup the unique client identifier and assign the call to the appropriate Scenario. See "Adding Items to a One Number Lookup Table" on page 115 for instructions on how to set up a One Number Lookup table for your system. NOTE: Since the One Number Lookup Table assigns calls to Scenarios, the Routing table is not used for calls associated with the One Number Lookup table. 114

115 Adding Items to a One Number Lookup Table To perform this procedure you will need: One of more DIDs to add to the table. For each DID: The Called Number values assigned (in Client Maintenance) to the clients who will share the DID. For each client associated with a given DID: The ANI and/or RDNIS number(s) that will be used to identify the client associated with an incoming call. Follow these steps for each DID that you have assigned to multiple clients: 1 Select Visual Dialplan > One Number Lookup from the Web Config Main Menu. 2 If the DID List option is not already selected, click the link that is labeled Switch to DID List. 3 Click to display the One Number Lookup Quick Add bar. 4 Open the Scenario Group drop-down list and select the Scenario Group for which this entry should apply. This will normally be incoming. DID, ANI, and RDNIS numbers should be entered with no spaces, dashes, or parenthesis. 5 In the DID field, enter the DID number that you want looked up. 6 If you want the ANI associated with the call to identify the associated client, select the Lookup ANI checkbox. (The ANI is the phone number of the calling party.) 115

116 7 If you want the RDNIS associated with the call to identify the associated client, select the Lookup RDNIS checkbox. (The RDNIS is the originally dialed number from which a call was forwarded.) NOTE: It s OK to select both Lookup ANI and Lookup RDNIS. 8 Click Add DID. The item is now added to the One Number Lookup table. 9 Click Switch to Exten List. 10 Click to display this One Number Lookup Quick Add bar. 11 In the Extension field, enter one of the ANI or RDNIS numbers that will be calling or forwarded to the DID you just entered. This should be entered as a number with no spaces, dashes, or parentheses. 12 Open the Forward Scenario drop-down menu and select the Scenario that should be used for the call. 13 Fill in the Forward Client ID field with the Called Number value (ideally, also the Client ID) that is assigned to the appropriate client in Client Maintenance. 14 Click Add Exten. 15 Repeat Steps for each ANI or RDNIS number that you want to associate with the DID you entered in Step To apply the changes to the Soft Switch, click on the Main Menu bar. 17 Repeat Steps 2-15 for each DID that you want looked up in the One Number Lookup table. 116

117 Visual Dialplan > Lookup Table Called Number and Client ID values are assigned to clients in the Client Maintenance plug-in. Selecting Visual Dialplan > Lookup Table from the Web Config Main Menu displays the screen that is used to define and manage a Lookup Table. You may or may not need a Lookup Table for your system. A Lookup Table will be necessary for your site if your Soft Switch will be receiving incoming phone numbers whose last (typically four) digits do NOT correspond to the target client s Called Number. (Ideally, this is also the client s Client ID.) A Lookup Table, when necessary, uses the ANI or RDNIS (forwarded number) associated with the call to look up the appropriate Client Extension value. This will be passed to the system Routing Table, which will use it to assign the call to a Scenario. NOTE: For cases in which a DID is shared by multiple clients, you will need to define a One Number Lookup table. See page 114 for details. From the Visual Dialplan > Lookup Table screen you can: Click to add a new item to the Lookup Table. (See page 118.) Click a number in the DID column to review or edit an existing Lookup Table entry. Click Enable or Disable to enable/disable a selected entry. Click Delete to delete a selected entry. 117

118 Adding an Item to the Lookup Table It s recommended that you read the first two sections of Chapter 1 before configuring Visual Dialplan tables. To perform this procedure, you will need: A list of the incoming phone numbers that don t provide client Extensions. (These may include DIDs that are not unique to a single client, and original phone numbers from which calls may be forwarded to the Soft Switch (called RDNIS numbers). You should also know which Scenario Group to use for each incoming phone number. (It will normally be Incoming. Consult with Startel if you aren t sure.) Scenario Groups are defined for you by Startel. Follow these steps to add an item to your system s Lookup Table: 1 Select Visual Dialplan > Lookup Table from the Web Config Main Menu. 2 Click to display the Lookup Table Quick Add bar. DID, ANI, and RDNIS numbers should be entered with no spaces, dashes, or parenthesis. Extension numbers are normally, but not necessarily, 4 digits. 3 Configure Lookup parameters as appropriate for the entry: Scenario Group: Open the drop-down menu and select the Scenario Group appropriate for the entry. This will most commonly be Incoming. Scenario Groups are typically pre-defined by Startel. Consult Startel if your site has multiple defined Scenario Groups, and you are unsure which to select. DID: Enter the phone number for which the lookup is required. This is the number that is sent from the phone company to the Soft Switch. ANI: If you want to convert the incoming number to a Client Extension (Destination Extension) based on the call s ANI, enter the ANI here. (ANI is the number of the calling party.) RDNIS: If you want to convert the incoming number to a Client Extension (Destination Extension) based on a redirected call s originally dialed number, enter the RDNIS value here. (RDNIS is the originally dialed number associated with a forwarded call.) Forward Scenario: If you want to bypass the Routing Table and assign the call to a Scenario from the Lookup Table, open the Scenario dropdown menu and select the Scenario appropriate for this call. Otherwise, select N/A. (Note: Using this feature is not generally recommended. For troubleshooting purposes, it is recommended that Scenarios be assigned from the Routing Table.) Forward Extension: Enter the extension assigned to the client associated with the call. This number which is the Called Number (and, ide- 118

119 ally, also the Client ID) in Client Maintenance corresponds to the Extension value in the system Routing table. (Note: This value is required, even if you opt to send the call directly to a Scenario using the Forward Scenario feature.) 4 When you re finished, click Add Lookup. The entry is now listed at the top of the Lookup table enabled, by default. 5 To apply the changes to the Soft Switch, click on the Main Menu bar. NOTE: If you want to disable the new Lookup Table entry, select the checkbox in the far-right column and click Disable. Visual Dialplan > Routing Table Selecting Visual Dialplan > Routing Table from the Web Config Main Menu displays the screen that is used to define and manage your system s Routing Table. The Routing Table is the Soft Switch mechanism that assigns calls to the Scenarios that define how individual calls are handled. NOTE: The Routing Table may (but won t necessarily) route calls based on values passed from a Lookup Table. See the first two sections of Chapter 1 for information on how these system components interact. From the Visual Dialplan > Routing Table screen you can: Click to add a new entry to the Routing Table. (See page 120.) Click to import Routing Table entries from a.csv file. (See page 121.) 119

120 Click to export Routing Table entries to a.csv file. (See page 123.) To select an entry in the Routing Table, click the checkbox in the entry s far-right column. Click a number in the Extensions column to review or edit an existing Routing Table entry. Click Enable or Disable to enable/disable a selected entry. Click Delete to delete a selected entry. Adding Items to the Routing Table The Routing Table you define for your system is the mechanism that associates the calls that enter your system with the Scenarios that determine how the calls are handled. To construct a Routing Table, Scenarios and Scenario Groups should have already been defined for your site. Scenarios and Scenario Groups are normally defined with the assistance of Startel. To perform this procedure, you will need: A list of the Called Numbers that have been assigned to individual clients in Client Maintenance. (In the Routing Table, these are referred to as Extensions. ) For each item on this list, you will need to know which Scenario Group and Scenario to use for the Extension. Follow these steps to add an item to your system s Routing Table: 1 Select Visual Dialplan > Routing Table from the Web Config Main Menu. 2 Click to display the Routing Table Quick Add bar. 3 Open the Scenario Group drop-down menu and select the Scenario Group associated with the entry. Extension numbers are normally, but not necessarily, 4-digits. 4 In the Extension field, enter the number that identifies the client associated with the entry. (This will be the client s Called Number in Client Maintenance, and, ideally, also the Client ID. ) 5 Open the Forward Scenario drop-down menu and select the Scenario to which calls for this client/extension should be forwarded. 6 When you re finished, click Add Route. 120

121 The new entry is added to the Routing Table enabled, by default. 7 Repeat steps to add additional entries to the Routing Table. 8 To apply the changes to the Soft Switch, click on the Main Menu bar. NOTE: Notice the Customized Arguments column. This column displays Scenario customized argument names and values if Forward Scenarios have customized arguments. Importing Routing Table Entries From a.csv File If necessary, you can import entries to a Routing Table from a.csv file. You may need to do this if you re transferring data from one site to another, from one Startel switch to another, or if you re restoring data that you ve exported for backup purposes. NOTE: See page 123 for details on how to export Routing Table data to a.csv file. Follow these steps to import Routing Table entries from a.csv file: 1 Select Visual Dialplan > Routing Table from the Web Config Main Menu. 2 Click. 121

122 An Import dialog is displayed: Notice in this dialog that it shows you how the file needs to be formatted: In three columns Scenario Group, Extension, and Scenario and separated by commas. 3 If you want the first row of the file to be interpreted as column names, select First row consider as column name. 4 Select or clear the checkbox labeled Append and overwrite existing data, depending on your preference. When this checkbox is selected: Items that do NOT already exist in the table are added, and items that DO exist in the table are overwritten with the imported data. For example: If NO item for Scenario_Group 1 + Extension Scenario_Name exists, a new item is added. If an entry for Scenario_Group1 + Extension Scenario_Name already exists, the item is overwritten with a new Scenario_Name value. When this checkbox is NOT selected: Only items that do not already exist in the database are added. Existing values are never overwritten. 5 Click Browse and select the.csv file containing the data you want to import. 6 Click Import. The items contained in the imported file are added to the Routing Table, enabled, with the current date and time entered in the Last Updated column. 122

123 Exporting Routing Table Entries to a.csv File Using a Visual Dialplan > Routing Tables export feature, you can export Routing Table data to a.csv file. This file can then be used to import the data into another Startel Soft Switch instance, if necessary. Follow these steps to Export Routing Table entries to a.csv file: 1 Select Visual Dialplan > Routing Table from the Web Config Main Menu to display the Routing Table screen. 2 If you do NOT want to export ALL items, but only items for a specific Scenario, type a string in the Main Menu Search field that will select the items you want to include. (The search will apply to the Scenario field only.) For example, you could type paa to include only items associated with a Scenario that begins with PAA_. 3 Click at the top of the screen. An Export prompt is displayed: Notice the checkbox that reads, Filter with current search criteria. If you select this checkbox, only items that are currently selected using the Main Menu Search feature will be exported. Otherwise, all items will be exported, even if you have filtered the list. 4 Select or clear the Filter checkbox, as appropriate. 5 Click Export. A file named routingtable.csv is created. 6 When prompted to open or save the file, open and/or save the file to the location of your choosing. 123

124 Visual Dialplan > Audio Files Selecting Visual Dialplan > Audio Files opens a screen and set of features that are under development, and not available at the time of this writing. When these become available, you will be able to upload and manage three types of audio files: Announcement, Voic , and Music on Hold. Do not attempt to use features in this section unless directed to by a Startel technician. If you have questions on future availability, contact Startel. 124

125 See "Voice Logger Summary" on page 20 for summary information on each of the Switch Config subsections. VOICE LOGGER Voice Logger is a Startel feature that records live inbound and outbound phone conversations, and stores them as discreet digital (WAV) recordings that can be played back. The Voice Logger section of the Web Config interface is used to manage the voice files (called Logger clips) that are generated by the Voice Logger. To access features in this section, select Voice Logger, then select an item from the dropdown menu. NOTE: The WAV format for Logger clips is controlled by the Call Queue Monitor Format setting described on page 56. This is the Startel-required format for this setting. However, please note that when Logger clips are played, and for archiving, they are converted to (smaller) MP3 files. For details on the screens and settings associated with each Voice Logger submenu item, refer to these topics: Voice Logger > Most Recent Loggers (page 126) Voice Logger > All Loggers (page 127) Voice Logger > Archived Folders (page 128) Voice Logger > General Options (page 130) Performing a Voice Logger Advanced Search (page 132) A Note on Recording Calls All Startel-designed Scenarios are defined to record calls, unless you request otherwise. The record instruction is normally controlled by the Call Queue associated with the Scenario. Call recording is also impacted by a line like the following in the base Scenario s Code Block element: macro(setrecfile) If you remove this line from a Scenario s Code Block element, you won t be able to find call recordings associated with the Scenario. 125

126 Voice Logger > Most Recent Loggers See page 132 for details on a special Advanced Search function that is available for searching Voice Logger clips. Selecting Voice Logger > Most Recent Loggers opens a screen that lists your most recently recorded Voice Logger clips. The newest clips are listed at the top of the screen. NOTE: The Most Recent Loggers screen shows Logger clips recorded over the last seven days.. From the Voice Logger > Most Recent Loggers screen you can: Click to refresh the screen with brand new Logger clips, if available. Click to play the associated Logger clip. To select a listed Logger clip, select the checkbox in the far- right column. Click Save to Local to save a selected Logger clip to a local file. Click to a selected Logger clip. TIP: You can use the Search feature on the Main Menu to quickly locate specific Logger clips. For example, typing 714 into the Search field would display only clips whose Calling Extensions or Client IDs start with 714. If necessary, you can also use a more advanced Search function. See page 132 for details. 126

127 Voice Logger > All Loggers See page 132 for details on a special Advanced Search function that is available for searching Voice Logger clips. Selecting Voice Logger > All Loggers opens a screen that lists ALL the Voice Logger clips, including those that have been archived. The newest clips are listed at the top of the screen. NOTE: Archiving frequency is controlled by a setting at Voice Logger > General Options. See page 130 for details.. To change the number if items listed per page, use the Rows/Page control. To select a listed Logger clip, select the checkbox in the far- right column. From the Voice Logger > All Loggers screen you can: Click to refresh the screen with brand new Logger clips, if available. Click to play the associated Logger clip. Click Save to Local to save a selected Logger clip to a local file. Click to a selected Logger clip. TIP: You can use the Search feature on the Main Menu to quickly locate specific Logger clips. For example, typing 714 into the Search field would display only clips whose Calling Extensions or Client IDs start with 714. If necessary, you can also use a more advanced Search function. See page 132 for details. 127

128 Voice Logger > Archived Folders Selecting Voice Logger > Archived Folders from the Web Config Main Menu opens a screen that lists your Voice Logger Archive folders. You can open these archives, if necessary, to locate an archived Logger clip. NOTE: Archiving parameters are controlled by setting at Voice Logger > General Options.See page 130 for details.. From the Voice Logger > Archived Folders screen you can: Click at the top of the screen to process and get updated Archive folders. Click to process (refresh) a particular Archive folder, if necessary. Click to access the contents of an Archive folder. (See page 129). 128

129 For details on the parameters that control Logger archiving, see Voice Logger > General Options on page 130. Opening an Archived Folder Just because a Logger clip is archived, doesn t mean you can t easily access its contents. Follow these steps to access Logger clips in an archived folder: 1 Select Voice Logger > Archived Folders from the Web Config Main Menu. 2 When the Archived Folders list is displayed, locate the record for the folder you want to open, and click the icon. A screen opens to list the Logger clips stored in the archive. 3 From here, you can do any of the following, as necessary: Click Play to play the associated Logger clip. Click Save to Local to save a selected Logger clip to a local file. Click to a selected Logger clip. TIP: You can use the Search feature on the Main Menu to quickly locate specific Logger clips. For example, typing 714 into the Search field would display only clips whose Calling Extensions or Client IDs start with 714. If necessary, you can also use a more advanced Search function. See page 132 for details. 129

130 Voice Logger > General Options Selecting Voice Logger > General Options from the Web Config Main Menu opens the screen that sets Voice Logger Archiving parameters for your system. You don t normally have to configure this screen, since it s populated with standard default settings. However, you can adjust these settings to better suit your system, if necessary. See the table that follows for details. Voice Logger General Settings Setting Instruction Voice Logger Archive Run Every Enter values to specify how often, and at what time (in 24- hour military format), Logger clips should be archived. The default setting is every Five Days. A drop-down menu offers additional options, including every: Two Days, Three Days, Week, Ten Days, Month, and Half Month. A Disable option is also available. This setting disables the Archiving feature. Voice Logger File System Specify the network path to your Voice Logger File system. By default, / is entered. When your system is set up, a Startel engineer may change this to a path appropriate for your site. 130

131 Setting Voice Logger Network Archiving Path Voice Logger DVD Archiving Path Minimum Free Space Percentage (of 100) Out of Space Archive Days Last Archive Date Time Instruction Specify the network path to the location where you want to store archive files. By default, /mnt/recordings is entered. When your system is set up, a Startel engineer may change this to a path appropriate for your site. Specify the network path for DVD archiving. By default, /mnt/dvd is entered. When your system is set up, a Startel engineer may change this to a path appropriate for your site. Enter a value to specify the percentage of free space that should be available in your system for archive files. 15 (i.e., 15%) is entered by default. Specify the number of days of archive files that should be removed if the free space specified above becomes unavailable. 5 is normally entered by default. Note: The feature may or may not be supported, depending on the CMC version you are using. Consult Startel for more information. This read-only entry indicates the date and time that your Voice Logger clips were last archived. 131

132 Performing a Voice Logger Advanced Search Clicking the icon on the left side of the Voice Logger Search field displays Advanced Search features that you can use to conduct a more detailed search of your Voice Logger clips. In an Advanced Search, you can locate clips that match multiple specified Search strings, or times. For example, using an Advanced Search, you could quickly locate clips associated with both a particular agent and a particular Client ID.. To conduct an Advanced Search: 1 Click the icon. Please note that when you perform a Search using multiple criteria, the Search locates only items that match ALL specified criteria. That is, the AND not the OR Boolean operator is applied to the Search. 2 Fill in one or more of the displayed fields with a string or time identifying the clip(s) you re looking for. (If you enter a string, values starting with that string will be found.) 3 Click Adv Search. The list will be refreshed to display only those item that match ALL the criteria you specified. 4 If, afterwards, you want to re-display the complete list, simply blank out the Advanced Search fields and click Adv Search. 5 To close the Advanced Search area, click the icon again. 132

133 VOICE MAIL See "Voice Mail Summary" on page 21 for summary information on each of the Voice Mail subsections. The Voice Mail section of the Web Config interface is used to set up and manage Voice Mail services for your clients. When you have Voice Mail set up for clients, callers can leave messages in client Voice Mailboxes. Mailbox subscribers can retrieve waiting messages by phone, or by listening to message recordings sent (as.wav files) via . To access and manage Voice Mail services for your site, select Voice Mail from the Web Config Main Menu, then select an item from the drop-down menu. For details on each of the screens and settings associated with Voice Mail configuration, refer to these topics: Voice Mail > Voice Mailboxes (page 134) Adding a Voice Mailbox (page 135) Configuring Voice Mailbox Delivery Settings (page 141) Configuring Voice Mailbox General Options (page 146) Configuring Global Delivery Options (page 153) Voice Mail > Voice Maillists (page 156) Voice Mail > Voicemaps (page 157) Adding a Voicemap (page 158) Voice Mail > Bulk Add Mailboxes (page 163) Adding Multiple Mailboxes (page 163) Additional Procedures Required for Voice Mail Configuration Besides configuring Soft Switch Voice Mail settings, there are additional one-time setup procedures required for completing the configuration of a Voice Mail system. For example, it s necessary to define the Scenario(s) that will direct calls to Voice Mail, and you may need to record special greetings for your system. (Mailbox subscribers record their own personal Voice Mailbox greetings via the phone.) If you have any questions, or need assistance with your Voice Mail system, please contact Startel Technical Support. 133

134 Voice Mail > Voice Mailboxes Selecting Voice Mail > Voice Mailboxes from the Web Config Main Menu opens the primary screen that you will use to add and manage individual Voice Mailboxes for your site. Voice Mailboxes, which are at the center of the Voice Mail application, define, for each client, the primary parameters for their Voice Mail services.. From the Voice Mail > Voice Mailboxes screen you can: Click to add and configure a new Voice Mailbox. (See page 135.) Click the No or Yes link in the Delivery column to configure (or edit) optional cascading message delivery settings for a Voice Mailbox. (See page 141.) Click on a Mailbox ID link to review or edit current Mailbox settings. Click Enable or Disable to enable/disable a selected Mailbox. Click Delete to delete a selected Mailbox. Before Adding Mailboxes Before you begin adding Mailboxes for clients, it s recommended that you configure General Options for your site using the procedure described on page 146. Some of the settings configured there supply default settings for individual Mailboxes. In the event that you change a default setting for an Individual Mailbox, that individual setting will take precedence over the General Options setting. 134

135 Adding a Voice Mailbox See page 163 for details on how to quickly add multiple Voice Mailboxes in a single operation. Follow these steps to add a new Voice Mailbox for a client: 1 Select Voice Mail > Voice Mailboxes from the Web Config Main Menu. 2 Click to display a Voice Mailbox Quick Add bar. 3 Fill in the displayed fields as follows: The Mailbox ID you enter here should also be entered into the Voice Mailbox field of the client s General Settings screen in Client Maintenance. Directory by Name is a feature that allows a caller to identify the subscriber they are calling by entering the first few letters of the subscriber s name (first, last, or either, depending on how the feature is set up). Mailbox: Enter a numeric ID for the mailbox. A default ID is supplied, but you can change it to another value if you like. For example, you may want to make it match the Client ID. Note: It s recommended, for simplicity, that you match the Mailbox ID to the Client ID. If you don t, you ll need to specify the Mailbox ID in the Scenario or Routing Table. Password: Type the password the Mailbox subscriber will use to access the Voice Mailbox for the first time. The password should be set to a default that the administrator knows. (This default may be included in the site s Voice Mail instructions.) For example, the password can be set to match the Mailbox ID, or to some default assigned to every Mailbox (for example, 1234). Note: If the password matches the Mailbox ID and either the Force Rec Name or Force Rec Greetings setting is enabled for the Mailbox, the subscriber will be required to change the password upon first login. Full Name: Type the Mailbox owner s full name. Note: If your site will be using the Directory by Name feature, this field will provide the Name for the Mailbox. (Names can optionally be hidden from the directory using the Hide from Directory setting described on page 137.) Specify the address to which Notification s should be sent when messages are left for the Mailbox subscriber. If the Attachment setting described on page 136 is selected, message recordings (.wav files) will also be sent to the address. 4 When you re finished, click Add. The Configure Individual Mailbox dialog box opens. 135

136 5 Configure settings as described in the table that follows. 6 When you re finished, click Save to save and close. Configure Individual Mailbox Settings Setting Enable mailbox Attachment Say Caller ID Instruction Select or clear this checkbox to enable/disable the Voice Mailbox. Select this checkbox if you want the Notification s sent to the Mailbox subscriber to include message recordings (attached as.wav files) that can be played from the s. Select this checkbox if you want the Caller ID associated with a message to be stated to the Mailbox subscriber before the recorded message is played. When the checkbox is NOT selected, the Caller ID is not stated. 136

137 Setting Say Duration Say Envelope Reach Operator Message Review Search Context Hide From Directory Instruction Select this checkbox if you want message duration information to be stated to the Mailbox subscriber before the recorded message is played. When the checkbox is NOT selected, message duration is not stated. Note: If a message time is less than the Duration Minimum value supplied in this dialog box, message duration information is not stated. Select this checkbox if the message time stamp, duration, CID, etc. should be played before the message plays. When the checkbox is NOT selected, the message envelope will not play. Select this checkbox if you want to allow a message sender to press 0 before, during, or after the recording of a message to leave the Voice Mailbox and reach an operator. This option requires that the Exit Context (Scenario) mentioned on page 152 be correctly configured. Note: If a Voicemap option conflicts with this setting, the Voicemap option will override. Select this checkbox if you want a message sender to be able to review (and optionally re-record) a message before saving it. When the checkbox is NOT selected, message reviewing is not allowed. N/A (At the time of this writing, this feature is not implemented.) Select this checkbox if you want this Voice Mailbox hidden from (i.e, not selectable using) the Directory By Name feature. The Directory by Name feature allows a caller to identify the party they are calling by entering the first few letters of the party s name (first, last, or either, depending on how the feature is configured). For more information on the Directory by Name feature, see page

138 Setting Send Voic Force Rec Name Force Rec Greetings Delete After Forward Move Message Message Wrap Instruction Select this checkbox if you want the Mailbox subscriber to be able to compose and send a voice mail message while listening to new messages. When the checkbox is NOT selected, the subscriber will be unable to record and send voice messages. Select this checkbox if you want to require a new Mailbox subscriber to record his/her name upon first login to the Mailbox. (A new subscriber will be identified by the system when the password matches the Mailbox ID.) When the checkbox is NOT selected, the subscriber will not be asked to record his/her name, but can record one by following the Mailbox Options menu. Select this checkbox if you want to require a new Mailbox subscriber to record a Mailbox Greeting upon first login to the Mailbox. (A new subscriber will be identified by the system when the password matches the Mailbox ID.) When the checkbox is NOT selected, the subscriber will not be asked to record a greeting, but can record one by following the Mailbox Options menu. This setting which deletes a message after forwarding does not apply when Individual Delivery settings have been configured for a Mailbox. This feature should be used with care, and tested carefully for each Mailbox. Select this checkbox if you want Voice Mail messages automatically moved to an 'Old' folder after the Mailbox subscriber has listened to them. When this checkbox is NOT selected, messages that have been listened to remain in the Inbox until they are deleted or manually moved by the subscriber. Select this checkbox if, when the Mailbox subscriber is listening to messages in the Mailbox, messages should be able to wrap (or cycle) from Last to First and First to Last. When the checkbox is NOT selected, the wrapping capability is disabled. 138

139 Setting Voicemap Full Name Password Notification Notification Pager Time Zone Attachment Format CID Internal Context Instruction Select from the Voicemap drop-down menu if you want to assign a Voicemap to the Voice Mailbox. A Voicemap, when assigned to a Voice Mailbox, allows a caller to the Mailbox subscriber to press telephone digits to choose from a menu of recorded options. See "Voice Mail > Voicemaps" on page 157 for details on Voicemaps. Note: If you want to use a Voicemap for a Mailbox, but the Voicemap does not yet exist, you can return to this screen later and select the Voicemap after it s been defined. This field is populated with the name that was provided in the Voice Mailbox Quick Add bar shown on page 135. You can edit or change this name, if necessary. Note: If your system will be using the Directory by Name feature, this field will be used to identify the Mailbox by name. This field is populated with the (not readable) password that was provided in the Voice Mailbox Quick Add bar shown on page 135. Note: If the password that is initially entered matches the Mailbox ID, and if Force Rec Name or Force Rec Greetings is enabled for the Mailbox, the Mailbox subscriber will be identified as new the first time he/ she logs into the Mailbox, and will be prompted to set a new, more secure password. This field is populated with the Notification address that was provided in the Voice Mailbox Quick Add bar shown on page 135. You can edit this entry, if necessary. N/A (At the time of this writing, this feature is under development.) N/A (At the time of this writing, this feature is under development.) By default, wav is entered into this field as the selected format for -attached message clips. Currently this is the only supported format, so this entry cannot be changed. N/A (At the time of this writing, this feature is not implemented.) 139

140 Setting Dialout Context Callback Context Volume Gain Duration Minimum Customized Options Instruction N/A (At the time of this writing, this feature is not implemented.) N/A (At the time of this writing, this feature is not implemented.) N/A (At the time of this writing, this feature is not implemented.) Specify a value to indicate, in minutes, a Duration Minimum for the Say Duration setting (see page 149). This feature works like this: If you enter 1 (fractions of a minutes are not allowed), the caller will hear the duration of any message of 1 minute or longer. If the message is shorter than a minute, the duration will not be reported. Note: If you leave this field blank, a Duration Minimum of 2 minutes is used by default. This input field is provided in case Startel Technical Support finds it necessary to configure special options for a Voice Mailbox. No configuration of this field is required. Configuring Additional Voice Mailbox Settings In addition to completing the Add Mailbox procedure for defining a client s Voice Mailbox, you may (but may not) also need to complete a procedure for configuring Delivery Settings for the Mailbox. See the pages that follow for details. 140

141 Configuring Voice Mailbox Delivery Settings After you ve followed the steps to add a new Voice Mailbox, you ll see the Mailbox listed in the Voice Mail > Mailboxes list screen. The No link switches to Yes after Delivery settings are enabled. You can click a Yes link if you need to edit Delivery settings. In the listing for the Mailbox, you will notice a No link in the Delivery column. Clicking this link opens a page of settings that you can use to define Cascading Delivery parameters for the Mailbox, if necessary. Cascading Delivery parameters direct the system to send message notifications to multiple locations. (Otherwise, message notifications are sent to one address only). You can also use Mailbox Delivery settings to customize the Subject line for messages sent to the Mailbox subscriber. In short, you will ONLY need to configure Delivery settings for a Mailbox if: You want message notifications to be sent to more than just a single address. - and/or - You want to customize the Subject line (or associated setting) for the e- mail notifications that will be sent to the Mailbox subscriber. NOTES: Cascading Delivery steps (which are executed seconds apart) are halted if there is a login to the subscriber s Voice Mailbox. The Delivery Options described on page 153 provide default settings to Mailboxes configured for cascading message notifications. Follow these steps to configure individual Delivery settings for a Mailbox: 1 Select Voice Mail > Voice Mailboxes from the Web Config Main Menu. 2 In the Mailbox list screen that opens, locate the Mailbox you re interested in, then select the No (or Yes) link in the Delivery column to open the Individual Delivery Settings dialog box. 141

142 3 Configure Individual Delivery settings as described in the table that follows. 4 When you re finished, click Save to save and close. 142

143 Configure Individual Delivery Settings Setting Enable delivering for mailbox Subject Address From Instruction Select or clear this checkbox to enable configured Notification/ Delivery parameters for the Voice Mailbox. This checkbox is cleared by default. Leave this field blank if you want the Subject line entered in the Delivery Options dialog box (described on page 153) to be used for deliveries to the Mailbox subscriber. If you want to supply an individualized Subject line for this Mailbox, enter it into the Subject field. The following variables can be embedded into Subject text: ${VM_MSGNUM} - Enters message number. ${VM_MAILBOX} - Enters Mailbox number. ${VM_CALLERID} - Enters caller s name & phone number (Caller ID). ${VM_NAME} - Enters Voice Mail user name. ${VM_DATE} - Enters date and time message was received. ${VM_DUR} - Enters message duration. ${VM_CIDNUM} - Enters caller s phone number (Caller ID). ${VM_CIDNAME} - Enters name associated with Caller ID. Leave this field blank if you want the Address value entered in the Delivery Options dialog box (described on page 153) to specify the address FROM which messages will be delivered to the Mailbox subscriber. If you want to specify a different FROM address, enter the address into the Address field. Leave this field blank if you want the From value entered in the Delivery Options dialog box (described on page 153) to be used as the From display name when messages are delivered to the Mailbox subscriber. If you want to specify a different From display name for messages delivered to the Mailbox subscriber, enter it into the From field. 143

144 Setting Callerid Name Callerid Number Instruction Leave this field blank if you want the Callerid Name value entered in the Global Options dialog box (described on page 153) to be used for message notifications delivered by phone. If you want to specify a different Callerid Name for outbound calls to the Mailbox subscriber, enter it into the Callerid Name field. This field can be used to set the Client ID for the outbound call or to specify the Mailbox to access on that outbound call. To do this, enter the Client ID or Mailbox ID in this field. Note: This value is not necessary if the Mailbox subscriber will not receive phone notifications. Leave this field blank if you want the Callerid Number value entered in the Global Options dialog box (described on page 153) to be used for message notifications delivered by phone. If you want to specify a different Callerid Number to be used for outbound calls to the Mailbox subscriber, enter it into the Callerid Number field. Note: This value is not necessary if the Mailbox subscriber will not receive phone notifications. 144

145 Setting Cascade Step Instruction Do the following for EACH step to be executed when a message is left in the client s Voice Mailbox. 1 Select one of these options from the Destination Type menu: Phone: This option notifies the client by phone that a message is waiting in the subscriber s Voice Mailbox. The subscriber can login to the Mailbox during this call. This option delivers the message to the client by with a.wav attachment. SMS: Not yet implemented. Pager: Not yet implemented. Voic This option forwards the message to another Voice Mailbox. VSR Transcription: This option sends the message to a Call Queue so that the message can be transcribed by an agent. 2 In the Delivery Data field, do ONE of the following: For Phone: Enter the phone number to dial. For Enter the address to which the notification should be sent. For Voic Enter the Mailbox Number of the Voice Mailbox to which the message should be forwarded. For VSR Transcription: Enter the Mailbox ID with whatever prefix is necessary for your system. (Contact Startel if you need help with this feature). 3 In the Timeout field, enter a value to specify, in seconds, how long to wait between executing steps. 4 Select the Enabled checkbox to enable the step. (Or leave it cleared if you do NOT want the step implemented.) 145

146 Configuring Voice Mailbox General Options The General Options described in this section supply global settings for the Voice Mail application, and also determine a number of default settings for the Configure Individual Mailbox dialog box that is used to set up individual Mailboxes. See the gray box on page 153 for details on how the settings in this General Options screen compare to settings in the Delivery Options screen. If you want to establish a base of standard settings that will be used for all or most Mailboxes, it s efficient to configure General Options before you start defining individual Mailboxes. But note: If you configure conflicting settings for an Individual Mailbox, the individual settings override General Options settings for that Mailbox. Follow these steps to configure General Options for your Voice Mail system: 1 Select Voice Mail > Voice Mailboxes from the Web Config Main Menu. 2 Select General Options from the Voice Mail sub-menu bar to open a dialog box like the following. 146

147 3 Configure settings as described in the table that follows. 4 When you re finished, click Save to save and close. General Options Settings Setting From Subject Instruction For Voice Mail notifications sent to Mailbox subscribers via , specify the display name that should be used for the address FROM which messages will be delivered. This field is populated, by default, with text that serves as the template Subject line for Notification messages. (Subject lines configured for individual Mailboxes overrides the template text entered here.) You can edit this text, if necessary. The original default text (which includes variables) reads: [SWITCH]: New message ${VM_MSGNUM} in mailbox ${VM_MAILBOX} The Subject line sent to the Mailbox subscriber ends up looking something like this: [SWITCH] New message 1 in mailbox See Body, below, for details on variables that can be embedded in Subject line text. 147

148 Setting Body Instruction This field is populated with text that serves as the Notification message for all Mailboxes. (You can NOT override this message for an individual Mailbox.) You can edit this text, if necessary, but note that the message can contain a maximum of 512 characters. The default text reads: Dear ${VM_NAME}:\n\n\tJust wanted to let you know you were just left a ${VM_DUR} long message (number ${VM_MSGNUM})\nin mailbox ${VM_MAILBOX} from ${VM_CALLERID}, on ${VM_DATE}, so you might\nwant to check it when you get a chance. Thanks!\n\nThe Startel Switch\n The message sent to the Mailbox subscriber ends up looking something like this: Dear Jonathon Doe: Just wanted to let you know you were just left a 0:29 long message (number 1) in mailbox 6000 from "JANE DOE" < >, on Wednesday, December 05, 2013 at 09:14:17 AM, so you might want to check it when you get a chance. Thanks! The Startel Switch Variables that can be embedded in a Notification message translate as follows: ${VM_NAME} - Name of Voice Mail user ${VM_DUR} - Duration of message ${VM_MSGNUM} - Message number ${VM_MAILBOX} - Mailbox ID ${VM_CALLERID} - Caller s name and phone number (Caller ID) ${VM_DATE} - Date and Time message was received ${VM_CIDNUM} - Caller s phone number (Caller ID) ${VM_CIDNAME} - Name associated with Caller ID For forwarded messages, these variables embed information on the original call: ${ORIG_VM_CALLERID} ${ORIG_VM_CIDNUM} ${ORIG_VM_CIDNAME} ${ORIG_VM_DATE} Voic Format By default, wav is entered into this field as the format for recorded messages. (Currently this is the only supported format). 148

149 Setting Attachment Say Caller ID Say Duration Say Envelope Move Message Message Review Search Context Instruction Select this checkbox if you want the Notification s sent to clients to include the messages attached as.wav files that can be played. Select this checkbox if you want the Caller IDs associated with messages to be stated to Mailbox subscribers before recorded messages are played. When the checkbox is NOT selected, Caller IDs are not stated. Select this checkbox if you want message duration information to be stated to Mailbox subscribers before recorded messages are played. When the checkbox is NOT selected, message duration is not stated. Note: If a message time is less than the Duration Minimum value set for a Mailbox (see page 140), message duration information is not stated. Select this checkbox if the message time stamp, duration, CID, etc. should be played before the message plays. When the checkbox is NOT selected, this information is not played. Select this checkbox if Voice Mail messages that have been listened to should be automatically moved to an 'Old' folder. When this checkbox is NOT selected, messages that have been listened to remain in the Inbox until they are deleted or manually moved by the subscriber. Select this checkbox if message senders should be able to review (and optionally re-record) their messages before saving. When the checkbox is NOT selected, message reviewing is not allowed. N/A (At the time of this writing, this feature is not implemented.) 149

150 Setting Use Directory Instruction Select this checkbox if you want Mailbox subscribers to be able to access the Directory by Name feature when sending or forwarding a message from their Mailbox to another Mailbox. The Directory by Name feature allows the subscriber to identify the person to whom they are sending or forwarding a message by entering the first few letters of the subscriber s name. (Depending on how the feature is set up, this may be the last name, first name, or both.) The directory used for the Directory by Name feature contains all the names associated with Voice Mailboxes that are NOT hidden (using the Hide From Directory setting described on page 137). When Use Directory is enabled, the Mailbox subscriber who wants to send or forward a message will hear a recording something like this: Please enter the first 3 letters of your party s last name using your touchtone keypad. The subscriber will then use their telephone keypad to identify the person to whom they want to send the message. More on the Directory by Name Feature The Directory by Name application can also be used to connect callers to the Mailbox subscribers they are calling. For example, a caller might hear a greeting something like this: Thank you for calling ABC Company. If you know your party s extension, you may enter it now. To identify the party you are calling by name, press 1. Pressing 1 would then play another recording instructing the caller to enter the first few letters of the person s name. If you want to use the Directory by Name feature for your site, Startel will assist you in performing necessary set-up procedures. Send Voic Force Rec Name Select this checkbox if you want Mailbox subscribers to be able to compose and send Voice Mail messages to other Voice Mail subscribers while listening to new messages. Select this checkbox if you want to require a new Mailbox subscriber to record his/her name upon login to the Mailbox. (A new subscriber will be identified by the system when the password matches the Mailbox ID.) When the checkbox is NOT selected, the subscriber will not be asked to record his/her name, but can record one by following the Mailbox Options menu. 150

151 Setting Force Rec Greetings Forward Urgent Date Format Server Addr Max Logins Max MSG Number Max MSG Length Instruction Select this checkbox if you want to require a new Mailbox subscriber to record a Mailbox Greeting upon login to the Mailbox. (A new subscriber will be identified by the system when the password matches the Mailbox ID.) When the checkbox is NOT selected, the subscriber will not be asked to record a greeting, but can record one by following the Mailbox Options menu. Select this checkbox if you want Urgent messages forwarded as Urgent. If you do NOT select this option, Urgent messages will be forwarded with no indication of urgency. The entry in this field determines the Date/Time format that will be used for message dates/times reported in Notification s. The following is the default entry: %A, %B %d, %Y at %r This produces text like this: Thursday, December 06, 2013 at 09:06:27 AM If, instead, you want to use a 24-hour format, edit the entry to look like this: %A, %d %B %Y at %H:%M:%S Type the address FROM which notification s will be sent. The number entered into this field determines the maximum number of failed login attempts that will be allowed for a Mailbox subscriber logging into his/her Voice Mailbox. After the specified number of failed attempts, the Mailbox subscriber will be disconnected. 3 is the default value for this setting. The number entered into this field determines the maximum number of messages that can be stored in a Voice Mail folder. Once this maximum is reached, a caller to the Mailbox subscriber will be informed that the Mailbox is full. 100 is the default value for this setting. The maximum value allowed is The number entered into this field determines the maximum length of a voice mail message, in seconds. 180 seconds is the default value for this setting. 151

152 Setting Silence Threshold Skip in MS Dialout Context Callback Context CID Internal Context Exit Context Customized Options Instruction The number entered into this field determines the Silence Threshold for voice messages. Do not change the default setting for this parameter unless instructed to do so by Startel. The number entered into this field determines the number of milliseconds to skip forward or back when a Rewind or Forward is implemented for a Voice Message being played back is entered by default. N/A (At the time of this writing, this feature is not implemented.) N/A (At the time of this writing, this feature is not implemented.) N/A (At the time of this writing, this feature is not implemented.) Enter vmexit in this field unless instructed to do otherwise by Startel. This input field is provided in case Startel Technical Support finds it necessary to configure special options for a Voice Mail system. No configuration of this field is required. 152

153 Configuring Global Delivery Options The Delivery Options link on the Voice Mail sub-menu bar is used to access and configure a set of global Delivery parameters for Voice Mailboxes. These global settings apply ONLY to Mailboxes for which cascading delivery steps have been defined (as described on page 141). And please note: When a Delivery setting configured for an individual Mailbox conflicts with a Delivery Option setting, the individual setting is used. Delivery Options vs General Options Both the Delivery Options and General Options screens contain settings that supply default values for notification s sent to Mailbox subscribers. Some settings appear in BOTH screens. For example, both screens have the following settings: From Subject Address (Server Addr in General Options) Don t be confused by this seeming redundancy. It works like this: Delivery Options parameters supply default settings to Mailboxes for which individual Delivery options ( cascading steps) have been defined.* General Options parameters supply default settings to Mailboxes for which individual Delivery options ( cascading steps) have NOT been defined. * If a Mailbox requires that a notification be sent to a single address only, it is NOT necessary to define Individual Delivery Options (cascading steps) for the Mailbox. Follow these steps to configure Voice Mail Delivery Options: 1 Select Voice Mail > Voice Mailboxes from the Web Config Main Menu. 2 Select Delivery Options from the Voice Mail sub-menu bar. The Voic Delivery Settings dialog box opens: 153

154 REMEMBER: Global settings supplied here can be overridden by the individual Mailbox Delivery settings that are described on page Configure settings as described in the table that follows. 4 When you re finished, click Save to save and close. Delivery Options Settings Setting Maximum Steps Scenario Callerid Name Instruction Enter a number to indicate the maximum number of steps that should be executed for cascading Voice Mail message notifications. Leave this field blank if you do not want to set a maximum number of steps. Note: If the number of steps defined for an individual Mailbox is greater than the number you enter here, the last step(s) defined for the individual Mailbox will NOT execute. Enter Voic _out in this field unless instructed to do otherwise by Startel. Specify the default Caller ID name that should be used for the outbound call when a phone notification is issued for a Mailbox configured for cascading message notifications. Note: If you specify a Callerid Name value for an individual Mailbox, that overrides the default value supplied here. 154

155 Setting Callerid Number Address Subject From Instruction Specify the default Caller ID Number that should be used for the outbound call when a phone notification is issued for a Mailbox configured for cascading message notifications. Note: If you specify a Callerid Number value for an individual Mailbox, that overrides the default value supplied here. Specify the default address FROM which message notifications will be issued for Mailboxes configured for cascading message notifications. Note: If you specify an Address value for an individual Mailbox, that value overrides the default address supplied here. The text you enter in this field supplies the default Subject line for Mailboxes configured for cascading message notifications. The following variables can be embedded into Subject text: ${VM_MSGNUM} - Enters message number. ${VM_MAILBOX} - Enters Mailbox number. ${VM_CALLERID} - Enters caller s name & phone number (Caller ID). ${VM_NAME} - Enters Voice Mail user name. ${VM_DATE} - Enters date and time message was received. ${VM_DUR} - Enters message duration. ${VM_CIDNUM} - Enters caller s phone number (Caller ID). ${VM_CIDNAME} - Enters name associated with Caller ID. Note: If you specify an Subject for an individual Mailbox, that value overrides the default Subject line supplied here. Specify the default display name that should be used for the address from which message notifications will be issued for Mailboxes configured for cascading message notifications. Note: If you specify an From value for an individual Mailbox, that value overrides the default display name supplied here. 155

156 Voice Mail > Voice Maillists Selecting Voice Mail > Voice Maillists from the Web Config Main Menu opens a screen for a feature that is currently under development and not available at the time of this writing. When available, this feature will allow you to define Voice Maillists. Similar to Address Lists (which group addresses under a single e- mail address), Voice Maillists will group multiple Voice Mailboxes, making it possible for a voice message to be directed to multiple Mailboxes at the same time. 156

157 Voice Mail > Voicemaps Selecting Voice Mail > Voicemaps from the Web Config Main Menu opens a screen from which you can add and manage VoiceMaps for your site. A VoiceMap, when enabled for an individual Voice Mailbox, allows a caller who connects with a client s Voice Mailbox to press telephone digits to choose from a menu of options. (For example, Press 1 to go to another Voice Mailbox; press 0 to be connected to an agent, and so on.) NOTES: Once a Voicemap is created, it will be available for selection in the screen used to configure individual Mailboxes. The Mailbox greeting should explain the Voicemap options to callers.. From the Voice Mail > Voicemaps screen you can: Click to add a new Voicemap. (See page 158.) Click a link in the Voicemap column to review or edit Voicemap settings. Click Enable or Disable to enable/disable a selected Voicemap. Click (copy) to the right of a Voicemap ID to copy the associated Voicemap. Click Delete to delete a selected Voicemap. 157

158 Note: Sometimes the quickest way to add a Voicemap is to copy an existing Voicemap, then edit the resulting Voicemap. To copy a Voicemap, select (Copy) to the right of the Voicemap ID in the Voicemaps list screen. Adding a Voicemap Follow these steps to add a new Voicemap: 1 Select Voice Mail > Voicemaps from the Web Config Main Menu. 2 Click to display a Voicemap Quick Add bar. 3 Enter values for the following: Voicemap: A value is entered here automatically to provide an ID for the Voicemap. You can change this to another number (or to a non-numeric text string) if you want to. Retries: Enter a value to determine how many times the Voicemap greeting (instructions) will play if the caller doesn t respond by pressing a digit. Timeout: Enter a number to indicate how many seconds should pass after a greeting ends before the greeting should be repeated (or before the Timeout condition should be executed after all repetitions of the greeting have occurred) if the caller does not respond. 4 When you re finished, click Add to open a dialog box like the following: At the top of the dialog box, a selected checkbox enables the Voicemap by default. In addition, the Tries and Timeout values you entered are shown. 158

159 Accept the default Not Active setting for each digit that need not be configured for the Voicemap. 5 If you don t want the Voicemap to be immediately available, disable it by clearing the checkbox labeled Enable this voicemap. (You can also edit the Tries and Timeout values, if necessary.) 6 For EACH telephone digit that you want used for the Voicemap, open the Type menu and select the appropriate option; then configure associated settings, if necessary. (See the table that follows for configuration details.) 7 When you re finished, click Save to save and close. Voicemap Digit Type Settings Most of the Digit Type options available in the Configure Individual Voicemap dialog box are associated with additional settings that may or may not be presented in a pop-up dialog box. See the table below for details on how to configure each Digit Type option. Digit Type Option Not Active Instruction By default, the Not Active type is assigned to each Voicemap digit. Accept this option when you do NOT want the associated digit to be configured for the Voicemap. Note: When a Not Active digit is pressed, the caller will hear, That key is not active, then the original greeting will repeat. 159

160 Digit Type Option Redirect Instruction Assign the Redirect type to a digit if you want pressing that digit to redirect the call. (For example, if you want to redirect the call to an agent, or to different Voice Mailbox.) When you select Redirect from the Type menu, the following dialog box pops up: Follow these steps to complete the configuration of the digit: 1 Do ONE of the following: Select the Original Extension checkbox if you want to associate the Redirect with the original extension (phone number) associated with the call. (This may be different from the Current Extension if the caller has already navigated through a phone menu.) Select the Current Extension checkbox if you want to associate the Redirect with the current Mailbox ID. (This may be different from the Original Extension if the caller has already navigated through a phone menu.) Type an extension number (phone number) into the Extension field if you want to associate the Redirect with a different extension (phone number). 2 Open the Context drop-down menu and select the Scenario that should be executed for the associated extension. (For example, you may want to execute a Scenario that redirects the caller to an agent, or to the Voice Mailbox for the specified extension). 3 Click Save to save and close. When the Configure Voicemap Details dialog box is updated after the Save, the Data and Extra Data fields for the digit will display data associated with the configuration. 160

161 Digit Type Option Mailbox Instruction Assign the Mailbox type to a digit if you want pressing that digit to connect the caller to a particular Voice Mailbox. When you select Mailbox from the Type menu, the following dialog box pops up: Follow these steps to complete the configuration of the digit: 1 Do ONE of the following: To connect the caller to the Mailbox currently indicated for the call, select Current Mailbox. (This may be different from the First Mailbox if the caller has navigated through a phone menu.) To connect the caller to the original Mailbox associated with the call, select First Mailbox. To connect the caller to any Mailbox, enter the Mailbox ID for that Mailbox into the Or Mailbox field. 2 Do ONE of the following: Select No Greeting if no greeting should be played after connecting the caller to the Mailbox. Select Busy Greeting if the Mailbox subscriber s Busy Greeting should be played to the caller. Select Unavailable Greeting if the Mailbox subscriber s Unavailable Greeting should be played to the caller. 3 Select the No Voicemap checkbox if the caller should be sent to the Mailbox without no additional Voicemap options available. 4 Click Save to save and close. When the Configure Voicemap Details dialog box is updated after the Save, the Data and Extra Data fields for the digit will display data associated with the configuration. 161

162 Digit Type Option Hangup Application Instruction Assign the Hangup type to a digit if you want pressing that digit to disconnect the call from the switch (hang up). When you select Hangup, NO additional configuration is required. Assign the Application type to a digit if you want pressing that digit to initiate an application. (For example, you could use this option to call the Name Directory application.) No dialog box pops for this choice. However, you will need to enter a string that calls the application into the Data field that is directly to the right of the Digit menu. Startel can assist you in configuring this option, if necessary. Flash Transfer Assign the Flash Transfer type to a digit if you want pressing that digit to perform a flash transfer. No dialog box pops for this choice. However, you will need to enter the number to which to transfer in the Data field. 162

163 Voice Mail > Bulk Add Mailboxes Selecting Voice Mail > Bulk Add Mailboxes from the Web Config Main Menu opens a simple dialog box that you can use to add multiple Mailboxes in one operation. After the Mailboxes are created, you can edit individual Mailboxes to change individual Mailbox settings, where necessary. (To edit Mailbox settings, simply click on the Mailbox ID number in the Mailboxes list screen.) NOTE: Bulk added Mailboxes are initially assigned default settings based on the configuration of the General Options dialog box described on page 146. Adding Multiple Mailboxes Follow these steps to Bulk Add Mailboxes: 1 Select Voice Mail > Bulk Add Mailboxes from the Web Config Main Menu. A dialog box like the following opens: 2 In the Mailbox Start From field, a starting Mailbox number is entered automatically. You can change this to a different number if you want to. 3 In the field labeled Total Generating Number, enter the number of Mailboxes that you want to add. (Mailbox ID s will be incremented upwards from the designated starting number.) 163

164 4 In the Full Name field, enter a name for the set of Mailboxes you re defining. (For example, ABC Medical Center). OR, leave the field blank. If you leave the field blank, default names are provided, individually incremented for each Mailbox e.g., Mailbox 61104, Mailbox 61105, and so on. NOTE: If you do type a name in the Full Name field, Mailbox names are NOT numbered; all the names will be identical. However, you can edit names later for individual Mailboxes, if necessary. 5 Do ONE of the following to assign passwords to the Mailboxes: Enter a password in the Default Password field if you want to assign the same default password to all of the Mailboxes. Select Default Password Same to Mailbox if you want the password for each Mailbox to default to the Mailbox ID. Select Default Password Random Generate if you want a unique password to be randomly generated for each Mailbox. 6 When you re finished, click Batch Generating. The Mailboxes list screen returns, with the new bulk added Mailboxes listed. 7 To configure individual settings for each new mailbox, click the Mailbox ID in the Mailbox column and edit the dialog box that opens (see page 136). NOTE: Some default settings for bulk added Mailboxes are provided by the General Options configuration described on page