Startel External SoftPhone

Transcription

1 Startel External SoftPhone 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), Outlook 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: Copyright 2014 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: June 4, 2014

3 Contents Startel External SoftPhone User s Guide... 5 Introduction to the Startel External SoftPhone... 6 SoftPhone Requirements... 6 Setup Requirements Summary... 7 Configuring Phone Settings in the Soft Switch Web Config Interface... 8 Installing and Configuring the Soft Phone Installing the SoftPhone Application Configuring the SoftPhone Application Configuring Position Settings in the System Settings Plug-in Using the SoftPhone Appendix: Changing the Location of Log Files

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5 This document teaches you how to integrate Startel External SoftPhones into a Startel CMC System that has a Startel Soft Switch. Sections include: Introduction to the Startel External SoftPhone (page 6) SoftPhone Requirements (page 6) Setup Requirements Summary (page 7) Configuring Phone Settings in the Soft Switch Web Config Interface (page 8) Installing and Configuring the Soft Phone (page 10) Configuring Position Settings in the System Settings Plug-in (page 16) Using the SoftPhone (page 18) Appendix: Changing the Location of Log Files (page 19) 5

6 INTRODUCTION TO THE STARTEL EXTERNAL SOFTPHONE The Startel External SoftPhone is a soft phone application that supports Session Initiated Protocol (SIP). Using SIP, the Startel SoftPhone can communicate with the Startel Soft Switch and be used as an Agent Position. The Startel SoftPhone has three basic usages: It can be used as a standalone phone. It can be installed on a local Agent workstation and used in conjunction with Agent Interface by the local agent (instead of an external Polycom phone) to process calls. It can be installed on a remote Agent workstation and used in conjunction with Agent Interface by the remote agent (instead of an external Polycom phone or dial up connection) to process calls. NOTES: When the SoftPhone is used with Agent Interface, it can optionally be controlled by the Agent Interface Telephony Keys. To use the SoftPhone on a remote agent workstation, the Startel external SoftPhone will be installed on the agent s workstation, not the Terminal server. SOFTPHONE REQUIREMENTS Before you begin following the instructions in this manual, please make sure that your system meets the following minimum requirements: Startel System Requirements: Startel Soft Switch or higher API Server or higher PC/Workstation Requirements:.NET Framework 4.5 Full-duplex 16-bit Soundcard Reliable high-speed Internet and Network connectivity Microsoft Redistributable 2012 CMC Agent Interface 12.0 build 1290 or higher (for AI integration only) 6

7 Procedures described in this manual should be performed only by persons qualified to make sensitive changes to a Startel system (typically a System Administrator or Startel Technician). SETUP REQUIREMENTS SUMMARY If you are already using external Polycom phones with your Startel system, the switch-over to Startel SoftPhones is simple. You will simply need to unplug the phone at each PC that will switch to a SoftPhone, then install and configure the SoftPhone on each PC. (See page 10 for instructions.) Phone settings and position settings that were configured in the Soft Switch and in the System Settings plug-in (if you re using Agent Interface) for the external Polycom phones will apply automatically to the SoftPhones, and will generally need no further configuration. If you add new phones and positions to your system, you will need to configure those new phones in the Startel Soft Switch Web Config interface. You will also need to configure associated positions in the System Settings plug-in if you are using Agent Interface. For your convenience, this document will describe all the procedures that are necessary for adding new phones and new positions to your system. These procedures include: Configuring Phone Settings in the Soft Switch Web Config Interface (see page 8). Installing and Configuring the SoftPhone application on each PC/Agent workstation that will use the SoftPhone (see page 10). Configuring Position Settings in the Admin Controls System Settings plug-in (see page 16). NOTE: If you will use the Startel SoftPhone as a standalone application (i.e., if the phones will not be used with Agent Interface), you will NOT need to configure the System Settings plug-in. 7

8 CONFIGURING PHONE SETTINGS IN THE SOFT SWITCH WEB CONFIG INTERFACE Note: Soft Switch configuration procedures should only be performed by System Administrators, Startel Technicians, or other qualified users. To configure your Startel Soft Switch to support Startel SoftPhones, you simply need to follow the instructions provided in the Startel Soft Switch Configuration User s Guide for configuring SIP phones. For your convenience, instructions for configuring SoftPhones in the Soft Switch Web Config interface are provided below. If you are Switching from External Polycom Phones to SoftPhones If you are already using external Polycom phones, but will switch over to Startel SoftPhones, you will NOT need to reconfigure Soft Switch phone settings for the phones you are replacing. (Note: MAC Address values entered for the original Polycom phones will be ignored.) However, if you don t know the password that was set for the original phone (it s not visible in the Web Config interface), you can change the password in Web Config using the following steps. Follow these steps to configure a SoftPhone in the Soft Switch Web Config interface. 1 Launch the Soft Switch Web Config interface. 2 Select Switch Config > Phones from the Web Config Main Menu. 3 Click to display a Phone Quick Add bar. 4 Enter values as follows: 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: Leave this field blank. MAC Address: Leave this field blank. User Full Name: Enter the full name of the person who will use the phone. (This is an optional field.) 5 When you re finished, click Quick Add. 8

9 The Configure Phone Details dialog opens. 6 Enter the password that will be used for the SoftPhone in the Password field. IMPORTANT: In the interest of SECURITY, you are advised to use strong, unique passwords. (As a guideline: A strong password should have at least 9 characters, include numbers, letters, and special characters, and contain both upper and lower case letters.) 7 When you re finished, click Save to save and close. 9

10 INSTALLING AND CONFIGURING THE SOFT PHONE Follow the procedures described in this section to install and configure the Startel SoftPhone on a PC or Agent Workstation. Installing the SoftPhone Application (below) Configuring the SoftPhone Application (page 13) Installing the SoftPhone Application To install the SoftPhone application on a PC or Agent Workstation, you will need to have Administrative privileges on the PC, and have access to the SoftPhone installer file SoftPhoneSetup.msi. Executing this file starts a simple Installation Wizard. Follow these steps to install the SoftPhone application: Note: Some versions of Windows may require you to execute the Installer file using the Run as Administrator option. 1 Make sure the PC meets the system requirements listed on page 6. 2 Double-click on the SoftPhoneSeteup.msi file to display the first screen of the Installation wizard. 10

11 3 Click Next to display the End-User License Agreement. 4 Select the checkbox to accept the terms of the License Agreement (if you agree.) Then click Next to display the screen that determines the location where the application will be installed (i.e, the Destination Folder). 5 Do ONE of the following: To accept the default Destination Folder, click Next. To install the application to a different folder, use the Change function to browse for a different folder; then click Next. 11

12 6 To start the installation, click. A status indicator will display while the software installs: 12

13 When the installation has finished, a screen like the following will display. 7 Click Finish to close the wizard. A shortcut to the application is automatically added to the Windows desktop. Configuring the SoftPhone Application Once the Softphone application has been installed on a PC (as described in the previous procedure), you can configure the application to connect to the Startel Soft Switch. Follow these steps: 1 If you are replacing an existing external Polycom phone, disconnect the phone. 2 Double-click the shortcut on the Windows desktop. An application screen opens. This is the screen that will display on the PC when the SoftPhone is in use. It s also where you access the settings that connect the SoftPhone to the Soft Switch. 13

14 3 Select Softphone > Account Settings from the SoftPhone menu bar to open this configuration screen: 4 Do the following under the Server Details heading: Server Address: Enter the IP address of the server on which the Startel Soft Switch is running. Server Transport: Open the drop-down menu and select udp as the server transport. 14

15 Note: If you are replacing a Polycom phone, and you don t know the password of the phone being replaced, you can enter a new password here, then change the password in the Soft Switch using the instructions on page 8. 5 Do the following under the User Details heading: User Name: Enter the User Name that is entered for the phone in the Soft Switch configuration. Password: Enter the Password that is entered for the phone in the Soft Switch configuration. (For security, you are advised to enter a strong, unique password.) Extension: Enter the extension that is assigned to the phone in the Soft Switch configuration. 6 Under the Ringtones heading, default Ringtone files are supplied. (Here, you have the option of selecting alternative.wav files, if available.) 7 Click Test to test the connection to the Soft Switch. If the test is successful, a Test Succeeded message will pop up. If the test fails, an error will be reported. 8 Do the following under the Devices heading: Playback Device: Open the drop-down menu and select the playback device you want to use. Recording Device: Open the drop-down menu and select the recording device you want to use. NOTE: The Playback Device allows the agent to hear the caller; the Recording Device allows the caller to hear the agent. 9 To save your changes, click OK. 15

16 CONFIGURING POSITION SETTINGS IN THE SYSTEM SETTINGS PLUG-IN If you are switching over from external Polycom phones to SoftPhones, you will NOT need to reconfigure existing Position settings in the System Settings plug-in. If you are starting fresh with SoftPhones, or if you are adding new positions and will be using SoftPhones with those positions, you will need to configure Position settings in the System Settings plug-in. Follow these steps to configure Position settings in the System Settings plug-in: 1 Start Startel CMC Administrative Controls and double-click the (System Settings) shortcut to launch the System Settings plug-in. 2 Select the Position Settings element in the left panel of the System Settings opening window. 3 For EACH new position that will use a SoftPhone, do the following: a Click (Add) on the AC toolbar to display settings like the following: Step f is NOT a required step for most sites. b c d e f In the Position ID field, enter the position number you wish to configure. This Position ID matches the Position ID used by the agent in Agent Interface. In the Computer Name field, enter the computer name assigned to the PC (this can be found in the System section of the PC s Windows Control Panel). In the Extension field, enter the extension number associated with the position. Open the Type drop-down menu and select Polycom & Ext Startel Soft Phone. If you want to associate the position (as opposed to the agent) with one or more Affinity Groups, do the following: (see Notes, below): Select the Use Position Routing checkbox. Select each Affinity group to which you want the position assigned. 16

17 If you want to assign a Skill Ranking to the position for an Affinity group (normally not necessary), enter a value in the associated Skill Rank field. Low numbers indicate a high ranking; high numbers indicate a low ranking. If you leave the Skill Rank field blank, the highest possible ranking will be assumed. 4 Click (Save) on the AC toolbar to save. NOTES: To configure Position Routing, Affinity Groups must be defined for your site in the Affinity Groups plug-in. When a position (i.e., station) is assigned to Affinity Group(s), the Affinity Group(s) assigned to the agent at the station is negated. (That is, only the position s Affinity Group, and not the agent s Affinity Group is considered when calls are routed to that position.) 17

18 USING THE SOFTPHONE Once a SoftPhone is correctly set up and configured for a PC or Agent workstation, it will be possible to use the Soft Phone. Used with Agent Interface... To use the SoftPhone in conjunction with Agent Interface, an agent needs to launch the SoftPhone application, then minimize it by clicking. The agent can then use Agent Interface as he/she would with a regular Polycom phone. When the agent goes out of rotation at the end of his/her shift, the agent simply needs to maximize the program, and then exit using Softphone > Exit, or. Used As an Extension from a PC... To use the SoftPhone as a phone extension from a PC, it s simply necessary to launch the SoftPhone, then enter digits by hand using the keyboard, or by clicking the number keys on the application. Clicking dials the number. While a call is in process, there are three additional buttons that can be used for the call: : Puts the call on/off Hold. : Mutes/Unmutes the call. : Disconnects the call. 18

19 APPENDIX: CHANGING THE LOCATION OF LOG FILES This appendix tells you what to do if you want to change the location of the Soft- Phone log files that are generated on a PC that is using the SoftPhone application. (This is NOT a requirement.) This procedure should only be performed by a System Administrator or other person qualified to make sensitive changes to the PC s in your environment. If you want to change the location of SoftPhone Log files: 1 Open the nlog config file in the following (typical) location: C:\Program Files (x86)\startel Corporation\Startel SoftPhone 2 Locate the following lines in the nlog config file: <variable name="logdirectory" value="c:\logs\${shortdate}" /> <variable name="archivedirectory" value="c:\logs\archive\${shortdate}" /> 3 To direct log files to a different location, edit the bold parts of the lines shown above to specify a different drive and/or directory for the log files (for example, D: SoftPhone Logs). 4 Save and close the nlog config file. 19