Category:Console

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Types of Phone Systems Compatible with HostedConsole

The following Phone Systems are compatible with HostedConsole application.

Common Fields in All Phone Systems

Before moving onto Phone Configurations section, it is mandatory to go through the table below which will describe the common fields (existing in all types of phone systems).

NAME DESCRIPTION
Provider Name The name of the phone systems. For instance, Dallas Mitel
Run on Server To which Server this phone system will connect from. Typically, there will be only 1 Server/location, but sometimes multiple copies of Server application may be installed at different Company Locations.
Time Zone The Time Zone that this phone system is on. This is used for determining the actual time of Call Records.
Centers Typically, this would be the Center's name that this phone system services. There will be 2 scenarios in this:
  1. If a single customer has multiple phone systems that each services to different centers, then select the center that this phone system services.
  2. If a single phone system is used for all centers, then select each center.
Phone System Type Type of the Phone System that HostedConsole will connect to.

Configuration of Phone Systems

Avaya Phone Configuration


The HostedConsole connects to the Avaya IP Office through Avaya’s Telephony Service Provider (TSP).

A user has to download and install the Avaya IP Office TSP from the Avaya IP Office user CD. After the installation, a user has to

configure the Avaya IP Office TAPI driver under Control Panel => Phone and Modem Options => Advance tab. A user

will have to enter the IP address of the Avaya IP Office.


Note: A user must configure the Avaya IP Office TAPI to use 3rd Party Mode and enter the system password. This allows us to

monitor all the phones on the system.

Verification of TSP Configuration

A user has to follow the steps below in order to verify whether TSP is installed correctly;


In the Phone calls: drop-down, a user has to see IP Office lines listed.


Broadsoft Phone Configuration


If the Center is using Broadsoft or Broadsoft XSI phones for call answering then they have to configure the phones as described below.

The HostedConsole uses either XSI or CAP- C interfaces to perform call control on Broadsoft system and both interfaces

requires Broadsoft Credentials (User Name and Password) for the Reception phone/s that will be controlled. The

XSI is the recommended interface on systems that have it enabled.

XSI Interface

The XSI is an HTTP based Call Control Interface provided by the Broadsoft Server to monitor and control the calls. This is the

most recent interface as in comparison with CAP-C interface and will most likely become the standard.

CAP-C Interface

The CAP-C interface provides the same functionality as that of XSI, but has more overhead due to the way it is designed. In CAP-C

interface, the HostedConsole must open up a network connection to the Broadsoft to monitor every device. This connection will

remain open permanently and can be used for receiving the call notifications and performing call control.

How to Control the Call?

The call control is been done by making HTTP requests to the XSI Server on behalf of the phone being controlled.

How to set Notifications for Incoming Call?

The HostedConsole instructs the Broadsoft to notify the call statuses when it starts up by providing the IP address of the Server

where HostedConsole is running and the Broadsoft will then make the HTTP requests to HostedConsole with Call information on

Port 21390.

Note: In other words, the Broadsoft must be able to interact with HostedConsole Server through the Network on Port 21390.


The interaction between the two can be achieved by the following method.

OR

Cisco UCM Configuration


If the Center is using Cisco phones for call answering then they have to configure the phones as described below.


Compatibility

The HostedConsole connects to the Cisco UCM through Cisco’s Telephony Service Provider (TSP).

Call Manager Configuration


Please follow the steps below…


Cisco TSP Installation

The Cisco TSP can be downloaded and installed from CCM Admin. The download link is located under the

Applications => Plugins page and is named as “Cisco Telephony Service Provider”.


Note: A user has to select the correct Telephony Service Provider in the page, and NOT JTAPI.


During the installation of Cisco TSP, user has to supply the IP address of CCM, User Name and Password

of the Application User (created above) in Account Information window.

Verification of Cisco TSP Configuration



A user has to follow the steps below in order to verify whether Cisco TSP is installed correctly;


In the Phone calls: drop-down, a user has to see Cisco lines listed.

Intertel (Mitel 5000) Phone Configuration


If the Center is using Intertel (Mitel 5000) phones for call answering to perform their day to day operations then they have

to configure the phones as described below.


Note: The Intertel Systems are also known as Mitel 5000 Systems.


Compatibility

The HostedConsole connects to the Intertel (Mitel 5000) using the System OAI Interface.

There are two types of Intertel Systems


Connection Methods

  1. For Non IP (older) Intertel systems, a serial cable is connected directly between the Intertel and the HostedConsole Server
  2. For IP based Intertel systems, the HostedConsole connects directly to the Intertel through its IP Address


Intertel Phone Configuration in HostedConsole

The table below describes the various fields for Intertel phone system in HostedConsole;

NAME DESCRIPTION
Provider Type Intertel
Connection Type Pick TCP IP for IP based phones / serial for older intertel phones.
IP Address IP of Intertel phone
Password The system OAI password on intertel (usually blank)
Port Usually this would be the COM Port # on HostedConsole Server that is connected to intertel (for serial systems).

This should be set to 4000 for TCP IP Intertel systems.

Voicemail Extension Specify the extension that the Voicemail application is located at. However, it's optional.

Note: Usually, the HostedConsole is able to retrieve the Voicemail pilot # from the phone system itself. If you are having issues transferring to Voicemail then you may need to specify manually using this field.

(Devices) Type Set to Console
(Devices) Number The Phone extension that you want to monitor


Mitel 3300 Phone Configuration


If the Center is using Mitel phone, then they may have to follow the description (mentioned below) to configure the phone system.


Compatibility

The HostedConsole connects to Mitel 3300 phone system through MITAI Interface.

Note: The installation of Mitai Desktop Edition on the Server PC has become obsolete.


Device Configuration


The Mitel 3300 must have HCI Call Control (Mitai) enabled

The phones that will be monitored by HostedConsole also need to have the HCI Call Control Enabled class of service set in 3300.


Mitel 3300 Configuration in HostedConsole


The table below describes the various fields for Mitel 3300 phone system in HostedConsole;

NAME DESCRIPTION
Provider Type Mitel 3300
IP Address The IP of Mitel phone
Bind to IP Address This suppose to be the IP of NIC card on HostedConsole Server that is connected to the same as 3300 phone (optional). This is mandatory, if the Server has Network adapter.

Note: This is an IP address on HostedConsole Server, not the IP of Mitel 3300 phone. For instance, if Mitel has an IP of 192.168.2.1, then open the Command Prompt (cmd) in HostedConsole Server and do an "ipconfig". If the lists of IPs looks something like; 192.168.0.5 and 192.168.2.5 - then the Bind to IP Address should be 192.168.2.5 (as it's on the same network as Mitel 3300 phone). However, this will come into picture only when Server has multiple IPs.

Enable CRD Feed The SMDR feature must be turned ON in 3300 phone system to enable SMDR Recording events from 3300 phone.
(Devices) Type Set to Console (default)
(Devices) Number Primary Extension of Mitel 3300 phone

SNOM Phone Configuration


If a Center is using SIP enabled phone systems like SNOM to perform their day to day business activities then they may have to

configure the SNOM phones as described below.


Compatibility

The HostedConsole application can work with any SIP enabled Phone Systems (For instance; Asterisk, FreePBX, Trixbox etc.). The

SNOM phone must have been installed and configured at the reception terminal before the configuration of HostedConsole Server.


The HostedConsole application is compatible with;


Click on respective link for information; SNOM 320, SNOM 370, SNOM 870


Why to use SNOM phones?



The HostedConsole requires SNOM phones for SIP enabled phone systems as this because the way the SIP protocol

works. The SIP protocol does not have built in methods to perform third party application. For instance, there is NO way to force

a SIP handset to answer an incoming phone call. And the extension have been proposed for the SIP protocol to add some this

functionality but currently they are not defined up to standard and not implemented well.


The SNOM line of SIP handsets has built in functionality to allow third party applications such as HostedConsole to

Answer, Transfer, Screen Pop etc. The functionality is well implemented and stable.


To know more information about SNOM capabilities; please visit the links below;

SNOM Phone Remote Controlling Method, SNOM Phone Action URL


SNOM Pre Configuration Checklist


  1. Configure the SNOM phone with static IP Address
  2. Ensure that you should be able to login to SNOM phone’s web interface from HostedConsole PC
  3. Ensure that the below PORTS must be opened in the Firewall;
    • PC --> SNOM port 80 TCP
    • SNOM --> PC 21389 TCP
  4. The SNOM phone must have been configured in such a way that to receive incoming calls


Screen Pops on SIP Systems



The HostedConsole is designed differently for each DID that is screened by the receptionist.


The SIP phone system should be configured to modify the caller name for the incoming call with a prefix so that we can

uniquely identify which DID was called in. Typically, this is done using the “hunt groups”.


For instance; just assume that Client A’s DID is 555-1212. Then a hunt group will be created for the “Client A”.

Its members will be any receptionist SNOM phone(s). The phone system will then be set to prefix to the caller name for any

calls with the name of the hunt group. So then if an incoming call from Patrick Greene to client A’s DID will ring the

hunt group and the hunt group will send that call to SNOM phone(s) and prefixes the caller name, so on the screen of SNOM phone

the caller will look something like “Client A – Patrick Greene”.


Each new client has its own hunt group with same members and rules however the prefix would be different for each hunt group

making HostedConsole to determine which record to be displayed on phone screen for incoming calls.


Note: However, on traditional PBXs this was done using the DNIS for incoming call.


Configuring the SNOM phone


The following steps needs to be adhered in order to configure each SNOM phone.

  1. Log in to SNOM web interface using its IP address. For instance, http://snom-ip-address
  2. Click on Advanced link at the left and then click on QoS/Security tab
  3. Scroll down to the Security section and make the following changes:
    • Use Hidden Tags: off
    • Allow CSTA control: on
    • Restrict URI Queries: off - (Note: This setting will not be visible in older phones)
  4. (Optional) Under HTTP Server Section:
    • User: admin
    • Password: admin
    • Authentication Scheme: Basic


Click on Save button to save the above changes and reboot the SNOM phone. After the phone is rebooted, proceed to the

next section.

Connection Settings

NAME DESCRIPTION
Bind to IP Address If HostedConsole Server PC is running with multiple NIC cards, then enter the IP of the NIC card that is connected to the Phone system network.


Device Settings



Add a device and enter all the settings described in the table below so that HostedConsole application can monitor each

SNOM phone.

NAME DESCRIPTION
Number The extension of the phone - if specific extension is not associated with the phone then you can just put a name in like "Front Reception".
IP Address Typically, this would be SNOM phone IP address. To find SNOM IP from the phone, press the "Help" button and then press the IP Address (soft key at the top of the phone)
User Name The HTTP User Name for the SNOM phone (set under: "Advanced=>QoS Security" in SNOM web interface)
Password The HTTP Server Password for the SNOM phone (set under: "Advanced=>QoS Security" in SNOM web interface)

After adding all the SNOM phone(s); a user can click on Save button (to save the changes) and then can log in to

SNOM web interface.


Verification of SNOM phone settings



A user has to log in to SNOM web interface and click on Action URL Settings link (on left) if some of the fields

for Action URL is filled in, then the configuration is correct for the specific SNOM phone. If all the fields are blank then

proceed to the Troubleshooting section (described below).


Shoretel Phone Configuration


The Shoretel phone system must have been connected (to the PC) and configured successfully prior to the configuration in

HostedConsole application. The following instructions would help the center; on how to configure the Shoretel phone system in

HostedConsole application in order to perform their daily business needs.


Compatibility

Bold text The HostedConsole connects to Shoretel phone system using Shoretel’s Web Service SDK. This must be installed on

Shoretel Server.


Shoretel Phone Installation and Configuration

The Shoretel Web Service SDK can be downloaded from the targeted link (before the installation).


The following steps have to be undertaken sequentially to complete the installation and configuration of the phone successfully.

  1. From the Shoretel Server PC, download the Web Service SDK from the targeted link and perform the steps below:
    • Unzip the files onto Desktop
    • Run Setup.exe program
    • Open the folder named ShoreTel Web Service SDK from the path: C:\Program Files\ShoreTel\ShoreTel Web Service SDK - (Note: This folder may be located in C:\Program Files (x86), if not visible in above mentioned path)
    • Copy the file named ShoreTelWebSDKWCFWindowsService.exe from the Desktop (where you have unzipped) and paste it into ShoreTel Web Service SDK folder by replacing the existing file.
  2. Start Notepad and open the file; C:\Program Files\ShoreTel\ShoreTel Web Service SDK\ShoreTelWebServiceSDKWCFWindowsService.exe.config - (Note: Make sure that Notepad is set to compatible with all files, not just text files.
  3. Open the Services from Administrative Tools in Windows and follow the steps below:
    • Trace for the service named STPS Web SDK Service and open its Properties
    • Set the Startup Type to Automatic (from Manual) and click OK
    • Start the Service
  4. After starting the service, make sure it’s running by typing the Shoretel IP in web browser: http://shoretel-ip-address/ShoreTelWebSDK?wsdl For instance, http://192.168.0.1:8070/ShoreTelWebSDK?wsdl
  5. After completion of this task successfully, now proceed to configure in HostedConsole application


Shoretel Configuration in HostedConsole



The table below describes the fields for Shoretel phone system to be configured in HostedConsole application.

NAME DESCRIPTION
Provider Type Shoretel
IP Address IP of Shoretel phone system
Port 8070 (Default)


TAPI Phone Configuration



Compatibility

The HostedConsole application is compatible with most TAPI enabled phone systems including Cisco, Avaya, and Shoretel.


Configuration

The installation and configuration of TAPI Service provider varies from phone to phone system. Hence we recommend to refer

your phone system documentation (comes with physical handset) for more detailed instructions on TSP installation and

configuration.


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