Administration Guide. 20 Jan TM and copyright Imagicle spa

Transcription

1 Administration Guide 20 Jan 2018 TM and copyright Imagicle spa

2 Table of Contents Administration Guide...1/8 Description...1/8 Configuration Task List...2/8 Product Configuration...3/8 Product Administration...5/8 License Activation...6/8 Software Development Kit...8/8

3 Administration Guide Description Blue's Attendant Server is the server component of the following client-server products: Blue's Attendant Professional Blue's Attendant Enterprise Blue's One CTI Enterprise Administration Guide 1/8 Administration Guide

4 Configuration Task List Warning: you must install and configure the Application Suite before being able to configure the single applications. Please go through the AppSuite Deployment, Main Configuration, and User Management sections before reading on. The following pages describe the configuration required to run and tune Blue's Attendant / CTI Server, which is the server component for: Blue's One CTI Enterprise Blue's Attendant Console Professional Blues Attendant Console Enterprise The following directions, if not otherwise stated, apply to all versions of the console, named hereafter console client. Installation Task list 1. Create the users on the Suite (server side) 2. Assign a valid primary extension to the users 3. Configure TAPI and associate devices 4. Edit Numbering plan parameters 5. Optionally, add external numbers as Speedy contacts Administration Guide 2/8 Configuration Task List

5 Product Configuration Users list configuration For each person who wants to run the Attendant Console, you need to create a IAS user in the users list with the following information: Username: required to login the console client if IAS authentication is selected Password: required to login the console client if IAS authentication is selected First name and Last name: useful to identify the agent First Extension number: this is the phone number controlled by the console client. Console License Type: available options are "BOE", "BAP", "BAE". The following information may be needed under certain conditions: Active Directory username: required if an Active Directory authentication is used. E.g. john.smith Domain: the fully qualified domain name, required if Active Directory authentication is used. E.g. imagicle.com MAC Address: the MAC address of the IP Phone. This is required if the first extension number of the user is a shared line (i.e. configured on multiple phones) or if the same line number is included in different partitions Warning: if the server is not able to control the user's primary extension through TAPI, or if the primary extension is not set, the user won't be able to access the client. CTI configuration and device association on the PBX In order to work properly, the Blue's Attendant / CTI Server needs: To be able to control the user's phone primary line To be able to monitor the status of other telephones (Busy Lamp Field feature) Such extensions must be monitored by the Blue's Attendant / Attendant / CTI Server through TAPI association. The procedure is detailed in the IAS General Configuration section of this guide. Hence, in the PBX you need to associate to the IAS application user ( imagiclecti ): The device controlled by console client All devices you want to be monitored for BLF purposes Note for Cisco users: only IP Phones running SCCP and SIP protocols are supported by the current version of the client. ATA devices can only be monitored for BLF purpose, they cannot be used as primary extension of the user for call control purposes Numbering Plan Parameters Calls placed or received by Blue's Attendant Console are affected by the numbering plan parameters. Those are configured in the Application Suite server and could transform the calls calling or called number. The following parameters affect the console client behavior: Internal Phone Number Patterns Outgoing Prefix Incoming Prefix Local country code Their meaning is described in the General configuration section of this guide. For example, you could automatically add a 0 to all outgoing calls by setting the Outgoing Prefix. To avoid adding the 0 to internal calls, make sure the Internal Phone Number Patterns match your internal extensions. Administration Guide 3/8 Product Configuration

6 Application Settings IAS Administrators can access the Blue's Attendant / CTI Server configuration page, that shows some parameters affecting the behavior of console clients. Call History Retention: this is the maximum number of call history items kept for each user on the console client. SkyStone route prefix: this is the telephony prefix used to route PSTN calls through Imagicle Skystone (using the SkypeOut service). This will allow the Blue's Attendant / CTI Client to call a number through SkyStone. This is an optional parameter, leave it blank if your organization does not have SkyStone installed Min Lookup Number Length: this is the minimum length of caller number that triggers a lookup in the Speedy Enterprise directories. This can be used to avoid Directory Lookup when the internal caller number is an internal Search Max Results: the maximum number of result items returned by a client search into Speedy Enterprise directories. The maximum admitted value (for performance reasons) is 500 Client updates URL: location from where the auto-update packages of the Attendant Console client will be downloaded. By default this points to Imagicle Web site. If the agents' PCs cannot navigate, you can copy the client on your server and change this setting. E.g. you could put them in a network share and enter "\\ \Updates" in this field Call Forward Destination: If a monitored IP phone is set to forward the calls to another number, the Attendant Console can show this number. Through this parameter you can choose how to display it. To completely disable the feature, select "Do Not Display" in the dropdown list. Please note that every parameter can be reverted to its default value (factory settings) by selecting the checkbox to the right of the control. Administration Guide 4/8 Product Configuration

7 Product Administration IAS Administrators can access the Blue's Attendant / CTI Server configuration page, that shows some parameters affecting the behaviour of console clients. Call History Depth: this is the maximum number of call history items kept for each user on the console client. SkyStone route prefix: this is the telephony prefix used to route PSTN calls through Imagicle Skystone (using the SkypeOut service). This will allow the Blue's CTI Client to call a number through Skystone. This is an optional parameter, leave it blank if you don't have Skystone installed Min Lookup Number Length: this is the minimum length of caller number that triggers a lookup in the Speedy Enterprise directories. This can be used to avoid Directory Lookup when the internal caller number is an internal Search Max Results: the maximum number of result items returned by a client search into Speedy Enterprise directories. The maximum admitted value (for performance reasons) is 500 Client updates URL: location from where the auto-update packages of the Attendant Console client will be downloaded. By default this points to Imagicle Web site. If the agents' PCs cannot navigate, you can copy the client on your server and change this setting. E.g. you could put them in a network share and enter "\\ \Updates" in this field Please note that every parameter can be reverted to its default value (factory settings). Administration Guide 5/8 Product Administration

8 License Activation Note: the following acronyms will be used in this WEB page: BOE=Blue's One CTI Enterprise BAP=Blue's Attendant Professional BAE=Blue's Attendant Enterprise Blue's Attendant Console and Blue's One CTI Enterprise are licensed on concurrent sessions base, that is the license rules the number of users simultaneously logged on. Both the server side (Blue's Attendant / CTI Server) and the clients must be licensed, following a typical CAL (Client Access License) licensing model. The following items can be included in this licensing schema: Blue's Attendant / CTI Server: the server component, must always be licensed BOE clients: this is the number of simultaneous Blue's One Enterprise sessions BAP clients: this is the number of simultaneous Blue's Attendant Professional sessions BAE clients: this is the number of simultaneous Blue's Attendant Enterprise sessions For example you could enter a license status including 40 sessions for each console type. License Activation A license code must be provided by Imagicle for each requested product. Blue's Attendant / CTI Server license item must always be provided, since it is a component required to run clients A single license request can be used to obtain the four mentioned license items The license response string is cumulative: every time a new license item is activated or upgraded, the license response string obtained contains the new total amount for each item (the sum and the total are calculated by the Imagicle central licensing server). For example, if initial license has 5 BAP, 2 BAE and 10 BOE, activating a license for 15 BOE will return a new license response string including these parameters: BAP_clients=5, BAE_clients=2, BOE_Clients=25 In order to activate a client, at least two license codes must be provided by Imagicle: one standard license for Blue's Attendant / CTI Server and at least one CAL license for the specific console type you bought See Application License Status for the details on how getting the application license status. Activation Procedure Administration Guide 6/8 License Activation

9 1. Obtain the license code from Imagicle. In the case of first activation on the server, the Blue's Attendant / CTI Server license code is provided, too 2. In the case of first activation on the server, activate the Blue's Attendant / CTI Server license, following the usual online product activation (on the Imagicle WEB site - ). A response string will be returned enabling the server component. Notice that this step is necessary only once (per server). 3. Activate the console client licenses, following the usual online product activation (on the Imagicle WEB site - Each license activation will return a new response string. Such response string contains the total sum of old license items and new ones. The IAS Administrator must replace the previous response string with the new one in the "Licenses" web page and press the "Save" button. Administration Guide 7/8 License Activation

10 Software Development Kit Please download the documentation here. English Italiano Administration Guide 8/8 Software Development Kit