Installation & Reference Manual What s new in document ref v32/0912/8. Version 3.2 September 2012

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1 Installation & Reference Manual What s new in document ref v32/0912/8 Version 3.2 September 2012

2 Installation and Reference Manual What s new in document ref v32/0912/8 Document No. 001a Version No. V3.2/0912/8 Copyright SpliceCom Ltd SpliceCom Ltd The Hall Business Centre, Berry Lane Chorleywood, Herts WD3 5EX Tel: Website:

3 Installation and Reference Manual Contents This document details the changes to the Installation & Reference manual V3.2/0912/8. Each section has been listed in the same order that they appear in the manual. Two Manuals... 2 Technical Reference manual... 2 PCS 582G... 2 PCS 572G... 3 PCS PCS Power over Ethernet considerations... 4 PCS 582G Technical Details... 5 PCS 572G Technical Details... 6 PCS 562 Technical Details... 6 PCS 552 Technical Details... 7 Installation and Maintenance Manual... 9 View the current licence status... 9 Users... 9 Time Plans Creating a SIP trunk DDI Plans Using the TAPI Driver Working with Dial Plans Working with Voic Field Descriptions Installation and Reference Manual v3.2/0912/8 1

4 Installation and Reference Manual Two Manuals The Installation and Reference manual has now become two manuals: maximiser Installation and Maintenance manual maximiser Technical Reference manual This documents the changes that now appear in both manuals. In future there will be a file for each individual document. Technical Reference manual PCS 582G This IP phone provides: Standard telephony functionality Graphical colour touch screen LCD interface Context Sensitive Screen Ability to display real time video and graphical information during call Power af Power over Ethernet 2 Port 10/100/1000 Mbps FDX LAN switch supporting automatic MDI-MDIX crossover, Diffserv Quality of Service, 802.1q VLAN and 802.3af Power over Ethernet 2 x USB port USB 2.0 interface for WiFi and external keyboard Headset connection Wide-angle tilting keypad/display panel Message waiting/do not disturb S LED Dual Mode SIP (configured via the Call Server) & H.323 Fully integrated with the LDAP system database for viewing and annotating customer records and notes Operator Console Mode available with an Operator Console Licence. Integral web browser Can be wall mounted Can be partnered with PCS 60 or PCS 50 2 Installation and Reference Manual v3.2/0912/8

5 Installation and Reference Manual PCS 572G This IP phone provides: Standard 12 button telephony functionality Full colour, backlit, graphics display (240 x 320) with autodimming, context sensitive Wide-angle tilting keypad/display panel 18 intuitive, multi-functional context sensitive keys 10 fixed function keys Power af Power over Ethernet 2 Port 10/100/1000 Mbps FDX LAN switch supporting automatic MDI-MDIX crossover, Diffserv Quality of Service, 802.1q VLAN and 802.3af Power over Ethernet USB port USB 2.0 interface for WiFi and external keyboard Headset connector Message waiting/do not disturb S LED Hands free, full-duplex, speaker phone operation Dual Mode SIP (configured via the Call Server) & H.323 Fully integrated with the LDAP system database for access to the directories of Users, Departments and Contacts. Operator Console Mode available with an Operator Console Licence. Can be wall mounted Can be partnered with PCS 60 or PCS 50 PCS 562 This IP phone provides: Standard 12 button telephony functionality Full colour, backlit, graphics display (240 x 320) with autodimming, context sensitive Wide-angle tilting keypad/display panel 9 intuitive, multi-functional context sensitive keys 10 fixed function keys Power af Power over Ethernet 2 Port 10/100 Mbps FDX LAN switch supporting automatic MDI-MDIX crossover, Diffserv Quality of Service, 802.1q VLAN and 802.3af Power over Ethernet Hands free, full-duplex, speaker phone operation Headset connector Message waiting/do not disturb S LED Dual Mode SIP (configured via the Call Server) & H.323 Fully integrated with the LDAP system database for access to the directories of Users, Departments and Contacts. Operator Console Mode available with an Operator Console Licence. Can be wall mounted Can be partnered with PCS 60 or PCS 50 Installation and Reference Manual v3.2/0912/8 3

6 Installation and Reference Manual PCS 552 This IP Phone provides: Standard 12 button telephony functionality Monochrome, backlit, graphics display (64 x 128) with autodimming, context sensitive 8 intuitive, multi-functional context sensitive keys 10 fixed function keys Power af Power over Ethernet Headset connection. Fully integrated with system database for viewing and speed dialling users, departments, contacts and favourites 2 Port 10/100 Mbps FDX LAN switch supporting automatic MDI-MDIX crossover, Diffserv Quality of Service, 802.1q VLAN and 802.3af Power over Ethernet Hands free, full-duplex, speaker phone operation Wide-angle tilting keypad/display panel Message waiting/do not disturb S LED Fully integrated with the LDAP system database for access to the directories of Users, Departments and Contacts. Can be wall mounted Can be partnered with PCS 60 or PCS 50 Power over Ethernet considerations Power to the PCS 580G, PCS 572G, PCS 570G, PCS 562, PCS 560, PCS 552, IP 530, PCS 410/400 and PCS 100 is provided by Power over Ethernet (PoE). This can be supplied by a third party PoE switch or by the following methods: PCS 580/572/570/562/560/552 via one of the PoE LAN ports on a Call Server or Phone Module, or via a Single Terminal Ethernet Power Supply (STEPS) IP via one of the PoE LAN ports on a Call Server or Phone Module PCS 410/100 - via one of the PoE LAN ports on a Call server or Phone Module, or via a Single Terminal Ethernet Power Supply (STEPS) PCS via one of the PoE LAN ports on a Call server or Phone Module, or via a Single Terminal Ethernet Power Supply (STEPS). The PCS 400 can also obtain power via a PCS PSU when it is not practical to use PoE. Please note that if a PCS 400 is connected to a PoE LAN port on a 5100 or 5108 Call Server the PCMCIA card cannot be used. Please note that if a STEPS is used with a PCS 580G, PCS 572G or PCS 570G the LAN port (port 1) will not run at 1G. PoE LAN ports are provided as follows: 5100 Call Server, 5108 Call Server and 5300 Phone Module provide 4 x PoE LAN ports supporting the following combinations: 1 x PCS 580G or 1 x 410/400 or up to 2 x PCS 572G/570G or 4 Installation and Reference Manual v3.2/0912/8

7 Installation and Reference Manual up to 4 x PCS 100/PCS 562/PCS 560/PCS 552/IP 530 or up to 1 x PCS 572G/570G and 2 x PCS 100/PCS 562/PCS 560/PCS 552/IP 530 PCS 582G Technical Details Approval The product is CE compliant according to the European Directives for Safety and EMC. Safety Caution The product should not be disassembled. There are no user serviceable parts. General Dimensions (mm): 277(w) x 136(d) x 208(h) Weight (Kg): 1.6 Environmental: 0 to 40 C 85% Relative Humidity, non condensing LCD Technology: TFT Resolution: 800x480 Colours: Port definitions LAN port: 10/100/1000BaseT Full Duplex, Auto MDI/MDI-X LAN port and 802.3af compliant power sink PC port: 10/100/1000BaseT Full Duplex, Auto MDI/MDI-X LAN port. Handset port: For connection of supplied handset. Headset port: General 4 pin headset connection. Inner pins connect to earpiece and outer pins connect to microphone. USB Host Interface (2 off): USB 2.0 supporting Hi-Speed (480Mb/s), Full-Speed (12Mb/s) and Low-Speed (1.5Mb/s). Support of devices also depends on driver availability. Power Supply Considerations The product is powered from the LAN port. The PCS582G is a class af compliant powered device, i.e. draws less than 15.4W from the 802.3af power source. Care should be exercised when adding USB devices as exceeding the available power will cause the PCS582G to shut down. Sufficient power is generally available to drive a USB keyboard and mouse. If greater power is required then an externally powered USB hub may be used. Installation and Reference Manual v3.2/0912/8 5

8 Installation and Reference Manual PCS 572G Technical Details Approval The product is CE compliant according to the European Directives for Safety and EMC. Safety Caution The product should not be disassembled. There are no user serviceable parts. General Dimensions (mm): 277(w) x 136(d) x 208(h) Weight (Kg): 1.5 Environmental: 0 to 40 C 85% Relative Humidity, non condensing LCD Technology: TFT Resolution: 240x320 Colours: Port definitions LAN port: 10/100/1000BaseT Full Duplex, Auto MDI/MDI-X LAN port and 802.3af compliant power sink PC port: 10/100/1000BaseT Full Duplex, Auto MDI/MDI-X LAN port. Handset port: For connection of supplied handset. Headset port: General 4 pin headset connection. Inner pins connect to earpiece and outer pins connect to microphone. USB Host Interface: USB 2.0 supporting Hi-Speed (480Mb/s), Full-Speed (12Mb/s) and Low-Speed (1.5Mb/s). Support of devices also depends on driver availability. Power Supply Considerations The product is powered from the LAN port. The PCS572G is a class af compliant powered device, i.e. draws less than 7W from the 802.3af power source. PCS 562 Technical Details Approval The product is CE compliant according to the European Directives for Safety and EMC. Safety Caution The product should not be disassembled. There are no user serviceable parts. 6 Installation and Reference Manual v3.2/0912/8

9 Installation and Reference Manual General Dimensions (mm): 277(w) x 136(d) x 208(h) Weight (Kg): 1.5 Environmental: 0 to 40 C 85% Relative Humidity, non condensing LCD Technology: TFT Resolution: 240x320 Colours: Port definitions LAN port: 10/100BaseT Full Duplex, Auto MDI/MDI-X LAN port and 802.3af compliant power sink PC port: 10/100BaseT Full Duplex, Auto MDI/MDI-X LAN port. Handset port: For connection of supplied handset. Headset port: General 4 pin headset connection. Inner pins connect to earpiece and outer pins connect to microphone. Power Supply Considerations The product is powered from the LAN port. The PCS560 is a class af compliant powered device, i.e. draws less than 4W from the 802.3af power source. PCS 552 Technical Details Approval The product is CE compliant according to the European Directives for Safety and EMC. Safety Caution The product should not be disassembled. There are no user serviceable parts. General Dimensions (mm): 277(w) x 136(d) x 208(h) Weight (Kg): 1.5 Environmental: 0 to 40 C 85% Relative Humidity, non condensing LCD Resolution 64 x 128 Monochrome shades 2 Installation and Reference Manual v3.2/0912/8 7

10 Installation and Reference Manual Port definitions LAN port: 10/100BaseT Full Duplex, Auto MDI/MDI-X LAN port and 802.3af compliant power sink PC port: 10/100BaseT Full Duplex, Auto MDI/MDI-X LAN port. Handset port: For connection of supplied handset. Headset port: General 4 pin headset connection. Inner pins connect to earpiece and outer pins connect to microphone. Power Supply Considerations The product is powered from the LAN port. The PCS552 is a class af compliant powered device, i.e. draws less than 4W from the 802.3af power source. 8 Installation and Reference Manual v3.2/0912/8

11 Installation and Reference Manual Installation and Maintenance Manual View the current licence status A list of the licences installed on the system together with how many of these licences have been used is available within Manager by selecting Utilities and then Licences. The User Licence Status page will display where licences have been allocated for each User. Licences can also be enabled and disabled via this page. The Department Licence Status page will display where licences have been allocated for each Department. Licences can also be enabled and disabled via this page. The System Licence Status page will display the number of licences installed and being used. Users Vision Each User that is to become an Agent within the Vision Call Centre software will require the following configuration: A Voic Access Code (which can be configured within the Voic page of the User s configuration form) A Remote Working Code (which can be configured within the Telephony tab of the User s configuration form) that matches their handset s Partner Login Code (please refer to the Configuring an Analogue Extension Port section or the Configuring an IP Phone section for further details) Capabilities as described in the Group Membership section of the Vision Call Centre Configuration Manual The relevant User can now be configured as an Agent as described in the Vision Call Centre Configuration manual. Installation and Reference Manual v3.2/0912/8 9

12 Installation and Reference Manual Please note that if the Agents will be hot desking the Partner Login Code must be the same on all handsets, and therefore, the Remote Working Code must be the same for each User. Each User that is to use the Supervisor Console application will require the following configuration: A Voic Access Code (which can be configured within the Voic page of the User s configuration form) A Remote Working Code (which can be configured within the Telephony tab of the User s configuration form) that matches their handset s Partner Login Code (please refer to the Configuring an Analogue Extension Port section or the Configuring an IP Phone section for further details) The relevant User can now be configured to use the Supervisor Console application as described Vision Call Centre Configuration manual. Please note that some Agent and Supervisor Console features may work initially without the above configuration, however the system will be regularly checking for this information and Agent and Supervisor functionality will no longer operate if this is not found within the User s configuration form. Please refer to the Vision Installation and Configuration manual and Vision Call Centre Configuration manual for further information on working with Vision. Time Plans Running a PHP script with a Time Plan A PHP script can be run either when the Time Plan is In Hours (active) or Out of Hours (inactive). The path to this script is entered in either the Script for Active or Script for Inactive fields, as per this example: 10 Installation and Reference Manual v3.2/0912/8

13 Installation and Reference Manual In this example the scripts are stored in the /Web directory on the Call Server. Creating a SIP trunk A Call Server can support SIP Proxy Server and SIP Trunk services and can be configured as follows. Please note that when using a 4100 Call Server or 4140 Remote Call Server a Voice Compression Module or card is required to use this facility together with the required number of Trunk licences, one per channel. 1 In Manager select Modules 2 From the Module list select the Add SIP Gateway button 3 In the Name field enter a name to identify this external gateway 4 Enter the IP address of the remote end, or the name, e.g. sip.example.com, if required instead 5 Select Apply 6 Select the Call Server field 7 From the Select Call Server list select the Call Server to which this SIP Gateway is to be registered. 8 Select Update or Apply when ready. Installation and Reference Manual v3.2/0912/8 11

14 Installation and Reference Manual 9 From the navigation pane select Trunks 10 Select the Module created above 11 From the Trunks List select Virtual 12 In the Presentation Number field enter the number to be sent on this Trunk. (This may be the account number supplied by the SIP provider.) 13 Select Apply 14 Select the DDI Call Plan field 15 From the Select DDI Plan list select the DDI Plan required 16 In the Capacity field enter the number of connections to be allowed on this link. 17 Select Apply 18 Select the SIP page 19 From the Compression Type list box select a G729A 8K if supported by the SIP Provider, or b Relay for G In the NAT Server field enter a the IP address allocated by the ADSL provider, or b if using STUN, the name of the STUN server (provided by the SIP provider) 21 In the NAT Port field enter a 5060, or b if using STUN 22 From the NatMode field select Static or STUN 23 If a Registration DNS/IPAddress, User Name and Password have been supplied by the SIP provider enter this information in the relevant fields otherwise leave the fields blank. 12 Installation and Reference Manual v3.2/0912/8

15 Installation and Reference Manual 24 Select Update or Apply when ready. You will also need to configure port forwarding on the ADSL router to forward packets to the IP address of the Call Server to which the SIP Trunks are registered, typically, UDP Port 5060 (SIP) UDP Ports (Audio) Installation and Reference Manual v3.2/0912/8 13

16 Installation and Reference Manual Please note that SIP providers do not accept Overlap Dialling (default) therefore the LCR Plan entries routed to a SIP trunk must be configured to collect the digits and send them en-bloc, similar to the following example for dialling national numbers. Using the SIP From Field In general this field is left blank however if a provider requires certain information to be presented the following should be taken into account. The maximiser system presents <presentation number> <account number>@<module address> If alternative information is required the follow text strings can be used: %s = presentation number (e.g ) %c = account number (e.g ) %u = user (e.g. Sam Jones) so a blank entry is equivalent to: %s %c@<module address> eg @sip.provider.net An example entry in the SIP From Field: %s@ims.telekomsrbija.com (To ensure the CLI number is presented) DDI Plans Please note: If the number dialled by the incoming caller is not matched in the relevant DDI Plan the call will be routed by the Dial Plan configured for the Trunk receiving the call. 14 Installation and Reference Manual v3.2/0912/8

17 Installation and Reference Manual Using the TAPI Driver The TAPI Driver available with the maximiser system enables users to dial directly from their Microsoft Outlook Contacts. This driver is currently available for Microsoft Windows XP, Vista and Windows 7 32 or 64 bit. 1 Download the TAPI driver from the SpliceCom Technical Forum 2 Unzip the file and a 32-bit Windows copy \tspi32\maximiser.tsp into i. \WINNT\System32, or ii. \Windows\System32 on the user s PC b 64-bit Windows copy \tspi64\maximiser.tsp into i. \Windows\System32 on the user s PC, and ii. \Windows\SysWOW64 (only required if the TAPI application can configure TAPI settings) 3 On the user s PC, from Control Panel open Phones and Modem Options 4 Select the Advanced tab and select Add 5 Select maximiser TAPI Service Provider and select Add 6 With maximiser TAPI Service Provider selected, select Configure 7 In the IP Address field enter the IP Address of the Call Server or Phone Module 8 In the Port field enter the Port number to which the user s handset is connected, eg 5001, 5020 etc (this will be truncated to 1, 20 etc) 9 In the Access Code field enter the port s Partner Login Code 10 Select OK and then Close 11 Within Microsoft Outlook open the user s Contacts 12 Select the Dial icon 13 Select Dialling Options 14 From the Connect Using Line list box select maximiser on 15 Select OK and Close 16 The user will now be able to dial directly from a Microsoft Outlook Contact. Please note: The IP address of the Call Server or Phone Module can be viewed within Manager. Select Modules and then select the relevant Call Server or Phone Module, the IP address is displayed. Each port on a Call Server or Phone module is given a reference number starting at Therefore port 1 is referenced as 5001, port 2 as 5002 etc. The port s Partner Login Code can be configured within Manager. Open the configuration form for the relevant User. Select the entry within the Initial Phone field and amend the Partner Login Code field as required. Installation and Reference Manual v3.2/0912/8 15

18 Installation and Reference Manual Working with Dial Plans Dial Emergency Action Calls made via this Action will be displayed in Warnings. Working with Voic Call Back the Source While listening to a message a User can ring back the caller by pressing 0 (zero) provided that the caller s CLI was presented with the call. The relevant Dial Plan must also support this call as follows: If the call made to listen to the message was made on the User s extension via a Dial Plan entry or via the User s DDI the User s Dial Plan will be used. If the call made to listen to the Department message was made via the Department s DDI the Standard Dial Plan will be used. If the call made to listen to the Department message was made by a User via a Dial Plan entry the User s Dial Plan will be used. If the call made to listen to the message was made to via a DDI with!collectvoic in the Translate To field the Dial Plan assigned to the Voic Port will be used. Voic Access Code To ensure the system is not victim to fraudulent use do not use 1234 or as a User s Voic Access Code. Please encourage the Users to use alternative codes to provide a greater level of security. Voic Callback Please note: This facility must be enabled via the relevant Voic Port. The Enable Message Call Back field is disabled by default. Select either Internal (enable call back for messages left via an internal number) or Internal & External (enable call back for messages left via internal and external numbers). 16 Installation and Reference Manual v3.2/0912/8

19 Installation and Reference Manual Field Descriptions The following lists the new fields available in Manager unless mentioned above. Users General page Alias Telephone Number 64 Digits. A number when dialled that will be routed to this User. For example, a DDI number that historically was used to ring a colleague on another site. If Users still dial this number it will be routed directly to this User. Source Alias Telephone Number 64 Digits. The Extension number to be matched in the relevant DDI Plan, the matching DDI number will be this User s outgoing CLI. This will also be the extension number given out when this User makes an internal call. Please note that this will affect voic access for this User. Also used by Vision Call Centre to enable Outgoing Completion Codes, please refer to the Vision Call Centre Configuration Manual for further details. Secure Mode For future use Users Telephony page Follow Me To The telephone number to redirect ALL calls to when Follow Me is set. This can be an external number or internal extension number. To forward calls to a Department precede the extension number with a colon eg :8000. To forward calls to multiple numbers separate each number with a semi-colon(;), eg 2018; Departments General Page Alias Telephone Number 64 Digits. A number when dialled that will be routed to this Department. For example, a DDI number that historically was used to ring a department on another site. If Users still dial this number it will be routed directly to this Department. Enable Callback Script Enable/Disable. If enabled the callback script can be used with this Department. (ESPSession licences required.) Departments - Telephony Page Wrap Up Time Default = 1 second. The amount of time (in seconds) given at the end of each Department call. The User will be unable to receive any further calls within this time. This will allow time for any administrative tasks at the end of a Department call. The number entered must be 1 or greater. Installation and Reference Manual v3.2/0912/8 17

20 Installation and Reference Manual Trunks SIP page Registration User Name User Name provided by SIP provider. If this field contains an at sign only the text prior to symbol will be used in the To: and From: fields National Prefix Format of national numbers presented by the SIP provider, eg 0 for UK. International Prefix Format of international numbers presented by the SIP provider, eg 00 Country Prefix Format of the country code presented by the SIP provider, eg 44 for UK Prepend Format of international numbers presented by the SIP provider, eg 00 Outgoing Prepend Format of international numbers required by the SIP provider for outgoing calls, eg 00 DDI Plan Entry Description 128 characters. Text field to enter a description for this entry. Music Channels Small Packets For use with SIP trunks Modules Call Server Call Server page Source Address The address that s will appear to come from. Source Name The name that goes in front of the address. SMTP Domain Name If required for SMTP server authentication SMTP Username User name for SMTP server authentication SMTP Password Password for SMTP server authentication 18 Installation and Reference Manual v3.2/0912/8

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22 SpliceCom Britain s leading developer of telephone systems The Hall Farm Business Centre, Berry Lane, Chorleywood, Hertfordshire WD3 5EX Tel: Fax: info@splicecom.com Website: