MyCalls Boundary Document Version 1.0

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1 MyCalls Boundary Document Version P a g e

2 Revision History Version Author Date Updates 1.0 R Horsley December 2014 Initial Release 2 P a g e

3 Contents Description General MyCalls and Virtual Loopbacks One Number Feature Upgrading MyCalls Conference Calls MyCalls Operator Console Compatible Telephones Transferring Calls to Department Groups Transferring Calls Transferring Calls to Aspirenet Destinations Transferring Calls to ACD Groups Line Keys / Cap Keys Presence Hot Desking Users Stop / Start Recording Calls around Virtual Loopbacks Stop/ Start Recording Client Automatic Stop / Start Recording MyCalls Call Centre Logout Agents before Restarting the MyCalls Services MyCalls Desktop Compatible Telephones Highlight and Dial P a g e

4 Description This document describes operations and limitations of the MyCalls product suites. Where possible the features are broken down by the different MyCalls products. 1. General This section mentions features that are generically available across the whole of the MyCalls product suite. 1.1 MyCalls and Virtual Loopbacks When a call passes through a virtual loopback an SMDR record is generated for this call. If a call arrives on a real trunk and then passes through a loopback trunk then 2 SMDR records are generated, 1 for the real trunk and 1 for the loopback trunk. In this scenario, MyCalls will tie the two calls together so they are displayed correctly in the call records view. This means if you have MyCalls Call Recorder the call on the virtual trunk will be associated with the call recording and will be available for call playback. This feature is enabled when MyCalls does its config import by setting PRG command to 1 (on). The feature doesn t work under the following conditions: If loopbacks are dialled internally by a user on the PBX. When this happens, MyCalls will try and find a real trunk for the loopback call. This means the loopback call is assigned to an incorrect real trunk. If a call arrives at an extension from a real trunk and the user performs a supervised to another extension around a loopback. If the loopbacks are used under these conditions then they will not report correctly in the call records view. This way of reporting against virtual loopback trunks can be disabled by setting PRG command to 0 (off). If you ever re-run the config import tool, it will re-enable the feature and it will have to be manually disabled again. 1.2 One Number Feature Limited testing has been performed with the SV9100 One Number Feature and MyCalls, initial testing revealed that standard call logging works fine. Transferring calls to a pilot number of a 1 number feature device and reporting the status of any one number device is not supported. There is limited TAPI functionality available for devices using this feature, therefore these can t be used in conjunction with MyCalls Desktop / MyCalls Operator Console. 4 P a g e

5 1.3 Upgrading MyCalls When upgrading to the current version of MyCalls from a version prior to 2.5, the installation has to be upgraded 2.5 and then to the current version. For example if you has MyCalls version 2 installed and wanted to upgrade to 4.5 you would upgrade from 2 to 2.5 and then from 2.5 to Conference Calls When a user is connected to a conference call, their extension status may not show correctly in any of the MyCalls applications. When an outside caller is connected to the conference bridge, when the call is answered it still shows as unanswered in any Calls in Queue real time windows. When the outside caller clears down, the call will then be removed Calls in Queue window. 2. MyCalls Operator Console 2.1 Compatible Telephones The Operator Console gives closely integrated call control with a compatible telephone. telephones listed below are all compatible with the MyCalls CTI applications: The DT300, DT400, DT700 and DT Transferring Calls to Department Groups If the Operator transfers call to a department group on the PBX, it rings the last member of the station group only and ignores all other settings for the department group. This includes and enhanced hunting and all ring mode. This is due to a restriction in TAPI on the SV9100 / SV Transferring Calls The Operator Console can be used to transfer and track calls to individual extension numbers, these calls can be tracked through the Operator Console and recalled if they remain unanswered. If the calls are transferred to groups of extensions rather than individual ones then the Operator cannot reliably track them and have the ability to recall them. One example of this would be if the call was transferred to a virtual loopback or ACD group, once the call is transferred then the console will not be able to recall it. 2.4 Transferring Calls to Aspirenet Destinations It is not possible to transfer calls to Aspirenet numbers. 5 P a g e

6 2.5 Transferring Calls to ACD Groups Calls can be transferred to ACD groups, this can be achieved by creating a speed dial number that is the pilot number of the ACD group. The option for Group Number has to be selected and the transfer has to be a blind transfer. 2.6 Line Keys / Cap Keys In line with the MyCalls Operator Console Installation manual, any extension connected to the PBX must not have any Line Keys or Cap key programmed on them. If Line Keys or Cap keys are used then the extension status button do not show correctly. 3. Presence 3.1 Hot Desking Users Presence works by a MyCalls user being statically assigned a single extension. This allows you to create a view of extensions in MyCalls / MyCalls Desktop / MyCalls Operator Console that will display the presence for the user associated with the extension. If presence is intended to be used where users moved desks on a regular basis then these users will need to be configured to a different extension each time they move to another extension. 4. Stop / Start Recording Stop / Start Recording can allow part of a call recording to be suppressed so that sensitive information is not stored in the call. This feature can be available manually using the MyCalls, MyCalls Desktop, MyCalls Console or Stop / Start Recording Client. Recording can also be supressed automatically based upon an application being active or a user being in a particular area of an application. The Stop / Start Recording Feature is available on SIP and ISDN trunks and requires channel mapping to be enabled in the MyCalls Configuration. 4.1 Calls around Virtual Loopbacks Stop / Start Recording only works when extensions are connected to the trunk that is recording calls, if calls pass around a virtual loopback before arriving to the extension then this feature will not work. 4.2 Stop/ Start Recording Client In order for the Stop / Start Recording Client to work, it has to be statically assigned to extension in the MyCalls Configuration. If users move around between different extensions and want to use the Stop / Start Recording Client, MyCalls will need to be re-configured each time they move. 6 P a g e

7 4.3 Automatic Stop / Start Recording Automatic Stop / Start Recording can theoretically integrate with any application. In order to determine if the application will meet a customer s specific requirements, a test tool is available. The test tool can be used to determine if Automatic Stop / Start recording will be possible. Further information on this is available from your NEC representative. 5. MyCalls Call Centre MyCalls Call Centre provides a real time and reporting mechanism for people that use the ACD functionality on the PBX. 5.1 Logout Agents before Restarting the MyCalls Services MyCalls records when Agents Login and Logout of an ACD group, using this information it is able to calculate how long Agent are logged in for. If the MyCalls services are restarted whilst ACD agents are logged in then the Total Time Logged in statistics in reports are inaccurate. To make sure these statistics are accurate if the MyCalls services are ever restarted then make sure all Agent are first of all logged out of ACD and then restart the services. Once they are started again then Agents can log back in again to take calls. 6. MyCalls Desktop 6.1 Compatible Telephones MyCalls Desktop gives closely integrated call control with a compatible telephone. The telephones listed below are all compatible with the MyCalls CTI applications: DT300, DT400, DT700 and DT Highlight and Dial The highlight and dial feature will attempt to copy the numbers from the currently selected text, remove any letters and dial the remaining numbers. Certain applications don t work with this feature. 7 P a g e